spine-framework-cortex 0.2.20 → 0.2.22

package/functions/custom_support-solution.ts

@@ -0,0 +1,104 @@
+import { createHandler } from './_shared/middleware'
+import { adminDb } from './_shared/db'
+import { resolveTypeId, resolveAgentId, resolvePromptConfigId } from './_shared/resolve-ids'
+import { runAgent } from './_shared/index'
+import { create } from './admin-data'
+
+/**
+ * @module custom_support-solution
+ * @layer custom/cortex
+ * @stability custom
+ *
+ * Solution AI — internal AI collaborator for support agents working a case.
+ * Powered by core's runAgent() with the 'solution_ai' prompt config.
+ * Never visible to the customer (all messages are visibility='internal').
+ *
+ * Two actions:
+ *   POST ?action=start   — ensures an internal AI thread exists for the ticket,
+ *                          sends the first message, returns thread + agent message.
+ *   POST ?action=message — sends a follow-up message on the existing AI thread.
+ *
+ * Response: { threadId, agentMessageId, content }
+ *
+ * The AI thread is distinct from the regular internal thread: it is tagged with
+ * data.thread_purpose = 'solution_ai' so the UI can find it deterministically.
+ */
+
+// ─── ACTION: START ─────────────────────────────────────────────────────────────
+
+async function handleStart(ctx: any, body: any) {
+  const { ticket_id, message } = body
+  if (!ticket_id) throw new Error('ticket_id is required')
+  if (!message) throw new Error('message is required')
+
+  const [threadTypeId, solutionAgentId, promptConfigId] = await Promise.all([
+    resolveTypeId('thread', 'thread'),
+    resolveAgentId('Solution AI Agent'),
+    resolvePromptConfigId('solution_ai'),
+  ])
+
+  // Find existing solution AI thread for this ticket
+  const { data: existing } = await adminDb
+    .from('threads')
+    .select('id')
+    .eq('target_type', 'items')
+    .eq('target_id', ticket_id)
+    .eq('visibility', 'internal')
+    .eq('data->>thread_purpose', 'solution_ai')
+    .maybeSingle()
+
+  let threadId = existing?.id
+
+  if (!threadId) {
+    const thread = await create(ctx, {
+      entity: 'threads',
+      type_id: threadTypeId,
+      target_type: 'items',
+      target_id: ticket_id,
+      visibility: 'internal',
+      status: 'active',
+      data: {
+        thread_purpose: 'solution_ai',
+        agent_id: solutionAgentId,
+        prompt_config_id: promptConfigId,
+      }
+    })
+    if (!thread?.id) throw new Error('Failed to create solution AI thread')
+    threadId = thread.id
+  }
+
+  const agentMsg = await runAgent(threadId, message, ctx)
+
+  return {
+    threadId,
+    agentMessageId: agentMsg?.id,
+    content: agentMsg?.content || '',
+  }
+}
+
+// ─── ACTION: MESSAGE ───────────────────────────────────────────────────────────
+
+async function handleMessage(ctx: any, body: any) {
+  const { thread_id, message } = body
+  if (!thread_id) throw new Error('thread_id is required')
+  if (!message) throw new Error('message is required')
+
+  const agentMsg = await runAgent(thread_id, message, ctx)
+
+  return {
+    threadId: thread_id,
+    agentMessageId: agentMsg?.id,
+    content: agentMsg?.content || '',
+  }
+}
+
+// ─── HANDLER ──────────────────────────────────────────────────────────────────
+
+export const handler = createHandler(async (ctx, body) => {
+  const action = (ctx as any).query?.action
+  switch (action) {
+    case 'start':   return handleStart(ctx, body)
+    case 'message': return handleMessage(ctx, body)
+    default: throw new Error(`Unknown action: ${action}. Use 'start' or 'message'.`)
+  }
+})

package/manifest.json

@@ -2,7 +2,7 @@
   "name": "Cortex",
   "slug": "cortex",
   "description": "Unified workspace for CRM, Support, Community, and Knowledge Base",
-  "version": "0.2.12",
+  "version": "0.2.22",
   "app_type": "full",
   "route_prefix": "/cortex",
   "required_roles": ["support", "support_admin"],
@@ -19,6 +19,7 @@
     "/crm/activity",
     "/support",
     "/support/:id",
+    "/support/:id/kb-review",
     "/community",
     "/kb",
     "/kb/editor",
@@ -86,13 +87,17 @@
   ],
   "features": ["crm", "support", "community", "kb", "courses", "intelligence"],
   "dependencies": ["items", "accounts", "pipelines", "integrations"],
+  "prod_domain": "cortex.spine-framework.com",
   "entry_point": "./index.tsx",
   "sidebar_component": "./components/CortexSidebar.tsx",
   "seed": [
-    { "file": "seed/roles.json",            "table": "roles",      "conflict": "app_id,slug" },
-    { "file": "seed/types.json",            "table": "types",      "conflict": "app_id,kind,slug" },
-    { "file": "seed/link-types.json",       "table": "link_types", "conflict": "app_id,slug" },
-    { "file": "seed/type_permissions.json", "table": "types",      "conflict": "kind,slug", "inject_app_id": false, "permissions_patch": true }
+    { "file": "seed/roles.json",            "table": "roles",         "conflict": "app_id,slug" },
+    { "file": "seed/types.json",            "table": "types",         "conflict": "app_id,kind,slug" },
+    { "file": "seed/link-types.json",       "table": "link_types",    "conflict": "app_id,slug" },
+    { "file": "seed/ai-agents.json",        "table": "ai_agents",     "conflict": "app_id,name",    "inject_app_id": true },
+    { "file": "seed/prompt-configs.json",   "table": "prompt_configs","conflict": "app_id,slug",    "inject_app_id": true },
+    { "file": "seed/pipelines.json",        "table": "pipelines",     "conflict": "app_id,name",    "inject_app_id": true },
+    { "file": "seed/type_permissions.json", "table": "types",         "conflict": "kind,slug",      "inject_app_id": false, "permissions_patch": true }
   ],
   "registration": {
     "enabled": true,

package/package.json

@@ -1,6 +1,6 @@
 {
   "name": "spine-framework-cortex",
-  "version": "0.2.20",
+  "version": "0.2.22",
   "private": false,
   "description": "Cortex — AI-powered support, CRM, and knowledge base app for Spine Framework",
   "keywords": [

package/pages/support/RedactionReview.tsx

@@ -39,13 +39,19 @@ interface Ticket {
   title: string
   description?: string
   data?: {
+    // Case analysis fields (populated by custom_case_analysis)
+    ca_reported_issue?: string
+    ca_true_problem?: string
+    ca_final_solution?: string
+    ca_diagnostic_steps?: string[]
+    ca_solution_steps?: string[]
+    // Legacy fields
     ai_metadata?: {
       problem_statement?: string
       solution_path?: string
     }
-    postmortem?: {
-      kb_draft_id?: string
-    }
+    // KB tracking
+    kb_proposed_kb_id?: string
   }
 }
 
@@ -118,12 +124,11 @@ export default function RedactionReview() {
           setArticleTitle(`KB: ${ticketData.title}`)
         }
 
-        // Trigger redaction analysis via AI agent
-        const analysisRes = await apiFetch('/api/ai-agents', {
+        // Trigger redaction analysis via KB Redaction Agent
+        const analysisRes = await apiFetch('/.netlify/functions/custom_support-redaction?action=analyze', {
           method: 'POST',
           headers: { 'Content-Type': 'application/json' },
           body: JSON.stringify({
-            action: 'run_redaction_analysis',
             ticket_id: id,
             content: buildContentForAnalysis(ticketData),
           }),
@@ -155,16 +160,33 @@ export default function RedactionReview() {
     })
   }, [id])
 
-  // Build content from ticket for analysis
+  // Build content from ticket for redaction analysis.
+  // Prefers case analysis fields (ca_*) populated by custom_case_analysis,
+  // falling back to legacy ai_metadata fields.
   function buildContentForAnalysis(ticket: Ticket): string {
+    const d = ticket.data || {}
     const parts: string[] = []
     if (ticket.title) parts.push(`Title: ${ticket.title}`)
-    if (ticket.description) parts.push(`Description: ${ticket.description}`)
-    if (ticket.data?.ai_metadata?.problem_statement) {
-      parts.push(`Problem: ${ticket.data.ai_metadata.problem_statement}`)
+    if (d.ca_reported_issue) {
+      parts.push(`Reported Issue: ${d.ca_reported_issue}`)
+    } else if (ticket.description) {
+      parts.push(`Description: ${ticket.description}`)
+    }
+    if (d.ca_true_problem) {
+      parts.push(`Root Cause: ${d.ca_true_problem}`)
+    } else if (d.ai_metadata?.problem_statement) {
+      parts.push(`Problem: ${d.ai_metadata.problem_statement}`)
+    }
+    if (d.ca_diagnostic_steps?.length) {
+      parts.push(`Diagnostic Steps:\n${d.ca_diagnostic_steps.map((s, i) => `${i + 1}. ${s}`).join('\n')}`)
     }
-    if (ticket.data?.ai_metadata?.solution_path) {
-      parts.push(`Solution: ${ticket.data.ai_metadata.solution_path}`)
+    if (d.ca_solution_steps?.length) {
+      parts.push(`Solution Steps:\n${d.ca_solution_steps.map((s, i) => `${i + 1}. ${s}`).join('\n')}`)
+    }
+    if (d.ca_final_solution) {
+      parts.push(`Final Solution: ${d.ca_final_solution}`)
+    } else if (d.ai_metadata?.solution_path) {
+      parts.push(`Solution: ${d.ai_metadata.solution_path}`)
     }
     return parts.join('\n\n')
   }
@@ -279,16 +301,12 @@ export default function RedactionReview() {
 
         // Update ticket with KB reference
         await apiFetch(`/api/admin-data?action=update&entity=items&id=${id}`, {
-          method: 'POST',
+          method: 'PATCH',
           headers: { 'Content-Type': 'application/json' },
           body: JSON.stringify({
             data: {
               ...ticket?.data,
-              postmortem: {
-                ...ticket?.data?.postmortem,
-                kb_generated: true,
-                kb_draft_id: kbId,
-              },
+              kb_proposed_kb_id: kbId,
             },
           }),
         })

package/pages/support/TicketDetailPage.tsx

@@ -1,4 +1,4 @@
-import { useEffect, useState } from 'react'
+import { useEffect, useRef, useState } from 'react'
 import { useParams, useNavigate } from 'react-router-dom'
 import { apiFetch } from '@core/lib/api'
 import { Button } from '@core/components/ui/button'
@@ -7,7 +7,8 @@ import { Badge } from '@core/components/ui/badge'
 import { Skeleton } from '@core/components/ui/skeleton'
 import { ScrollArea } from '@core/components/ui/scroll-area'
 import { Tabs, TabsList, TabsTrigger, TabsContent } from '@core/components/ui/tabs'
-import { ArrowLeft, Send, Lock, Globe, Bot, CheckCircle, AlertCircle, FileText, Building2, CreditCard, Package, BookOpen, Eye, EyeOff, Brain, Clock, TrendingUp, Tag as TagIcon } from 'lucide-react'
+import { Textarea } from '@core/components/ui/textarea'
+import { ArrowLeft, Send, Lock, Globe, Bot, CheckCircle, AlertCircle, FileText, Building2, CreditCard, Package, BookOpen, Eye, EyeOff, Brain, Clock, TrendingUp, Tag as TagIcon, Sparkles } from 'lucide-react'
 import { useAuth } from '@core/contexts/AuthContext'
 
 interface Ticket { 
@@ -367,145 +368,143 @@ function CaseDataPanel({ ticket }: { ticket: Ticket | null }) {
   )
 }
 
-// AI Metadata Panel
-function AIMetadataPanel({ ticket, onGenerateKB }: { ticket: Ticket | null; onGenerateKB?: () => void }) {
-  if (!ticket?.data?.aim_confidence_threshold && !ticket?.data?.aim_confidence_at_response && !ticket?.data?.aim_escalation_reason) {
-    return (
-      <div className="h-full flex flex-col">
-        <div className="px-4 py-2 border-b border-border bg-purple-50">
-          <p className="text-xs font-medium uppercase tracking-wide text-purple-700">AI Analysis</p>
-        </div>
-        <div className="flex-1 p-4 flex items-center justify-center text-sm text-muted-foreground">
-          No AI metadata available for this ticket.
-        </div>
-      </div>
-    )
-  }
+// Solution AI Panel — internal AI collaborator for support agents
+interface AIMessage { role: 'user' | 'ai'; content: string }
 
-  const ai = ticket.data
-  const isResolved = ticket.status === 'resolved' || ticket.status === 'closed'
+function SolutionAIPanel({ ticket, onGenerateKB }: { ticket: Ticket | null; onGenerateKB?: () => void }) {
+  const [messages, setMessages] = useState<AIMessage[]>([])
+  const [input, setInput] = useState('')
+  const [sending, setSending] = useState(false)
+  const [threadId, setThreadId] = useState<string | null>(null)
+  const bottomRef = useRef<HTMLDivElement>(null)
+  const ai = ticket?.data
+  const isResolved = ticket?.status === 'resolved' || ticket?.status === 'closed'
+
+  // Auto-scroll to bottom when new messages arrive
+  useEffect(() => {
+    bottomRef.current?.scrollIntoView({ behavior: 'smooth' })
+  }, [messages])
+
+  const sendMessage = async () => {
+    if (!input.trim() || !ticket?.id || sending) return
+    const userText = input.trim()
+    setInput('')
+    setMessages(prev => [...prev, { role: 'user', content: userText }])
+    setSending(true)
+    try {
+      const isFirst = !threadId
+      const res = await apiFetch(
+        `/.netlify/functions/custom_support-solution?action=${isFirst ? 'start' : 'message'}`,
+        {
+          method: 'POST',
+          headers: { 'Content-Type': 'application/json' },
+          body: JSON.stringify(isFirst
+            ? { ticket_id: ticket.id, message: userText }
+            : { thread_id: threadId, message: userText }
+          ),
+        }
+      ).then(r => r.json())
+
+      if (res.threadId && !threadId) setThreadId(res.threadId)
+      if (res.content) setMessages(prev => [...prev, { role: 'ai', content: res.content }])
+    } catch (err) {
+      setMessages(prev => [...prev, { role: 'ai', content: 'Error contacting Solution AI. Please try again.' }])
+    } finally {
+      setSending(false)
+    }
+  }
 
   return (
     <div className="h-full flex flex-col">
-      <div className="px-4 py-2 border-b border-border bg-purple-50">
-        <p className="text-xs font-medium uppercase tracking-wide text-purple-700">AI Analysis</p>
+      {/* Header */}
+      <div className="px-4 py-2 border-b border-border bg-purple-50 shrink-0">
+        <div className="flex items-center justify-between">
+          <div className="flex items-center gap-1.5">
+            <Sparkles className="h-3.5 w-3.5 text-purple-600" />
+            <p className="text-xs font-medium uppercase tracking-wide text-purple-700">Solution AI</p>
+          </div>
+          <p className="text-xs text-purple-500">Internal only</p>
+        </div>
       </div>
-      <ScrollArea className="flex-1 p-4">
-        <div className="space-y-4">
-          {/* Confidence Score */}
+
+      {/* Triage metadata strip */}
+      {(ai?.aim_confidence_at_response || ai?.aim_escalation_reason) && (
+        <div className="px-3 py-1.5 border-b border-border bg-muted/40 shrink-0 flex items-center gap-3 text-xs text-muted-foreground">
           {ai.aim_confidence_at_response && (
-            <div className="space-y-1">
-              <div className="flex items-center justify-between text-sm">
-                <span className="text-muted-foreground">Confidence</span>
-                <span className={`font-mono font-medium ${ai.aim_confidence_at_response >= 0.75 ? 'text-green-600' : 'text-amber-600'}`}>
-                  {Math.round(ai.aim_confidence_at_response * 100)}%
-                </span>
-              </div>
-              {ai.aim_confidence_threshold && (
-                <p className="text-xs text-muted-foreground">Threshold: {Math.round(ai.aim_confidence_threshold * 100)}%</p>
-              )}
-            </div>
+            <span className={ai.aim_confidence_at_response >= 0.75 ? 'text-green-600' : 'text-amber-600'}>
+              Triage confidence: {Math.round(ai.aim_confidence_at_response * 100)}%
+            </span>
           )}
-
           {ai.aim_escalation_reason && ai.aim_escalation_reason !== 'none' && (
-            <div className="flex items-start gap-2 p-2 bg-amber-50 rounded-lg">
-              <AlertCircle className="h-4 w-4 text-amber-600 mt-0.5" />
-              <div className="text-sm">
-                <p className="font-medium text-amber-700">Escalated</p>
-                <p className="text-amber-600 text-xs">{ai.aim_escalation_reason.replace('_', ' ')}</p>
-              </div>
-            </div>
-          )}
-
-          {/* Problem Statement */}
-          {ai.aim_problem_statement && (
-            <div className="space-y-1">
-              <p className="text-xs font-medium text-muted-foreground uppercase">Problem</p>
-              <p className="text-sm bg-muted p-2 rounded">{ai.aim_problem_statement}</p>
-            </div>
+            <span className="text-amber-600 flex items-center gap-1">
+              <AlertCircle className="h-3 w-3" /> Escalated
+            </span>
           )}
-
-          {/* Solution Path */}
-          {ai.aim_solution_path && (
-            <div className="space-y-1">
-              <p className="text-xs font-medium text-muted-foreground uppercase">Solution</p>
-              <p className="text-sm bg-muted p-2 rounded">{ai.aim_solution_path}</p>
-            </div>
-          )}
-
-          {/* Tools Used */}
-          {ai.aim_tools_used && ai.aim_tools_used.length > 0 && (
-            <div className="space-y-1">
-              <p className="text-xs font-medium text-muted-foreground uppercase">Tools Used</p>
-              <div className="flex flex-wrap gap-1">
-                {ai.aim_tools_used.map((tool, i) => (
-                  <Badge key={i} variant="outline" className="text-xs">{tool}</Badge>
-                ))}
+        </div>
+      )}
+
+      {/* Chat history */}
+      <ScrollArea className="flex-1 px-3 py-2">
+        {messages.length === 0 ? (
+          <div className="flex flex-col items-center justify-center h-32 text-center text-muted-foreground text-xs gap-2">
+            <Bot className="h-6 w-6" />
+            <p>Ask Solution AI for help with this case.</p>
+            <p className="text-xs opacity-70">Searches KB · recalls similar cases · drafts replies</p>
+          </div>
+        ) : (
+          <div className="space-y-2">
+            {messages.map((msg, i) => (
+              <div key={i} className={`flex ${msg.role === 'user' ? 'justify-end' : 'justify-start'}`}>
+                <div className={`max-w-[90%] rounded-lg px-3 py-2 text-xs whitespace-pre-wrap ${
+                  msg.role === 'user'
+                    ? 'bg-primary text-primary-foreground'
+                    : 'bg-muted text-foreground'
+                }`}>
+                  {msg.content}
+                </div>
               </div>
-            </div>
-          )}
-
-          {/* Post-mortem Section */}
-          {isResolved && (
-            <>
-              <Separator />
-              <div className="space-y-3">
-                <p className="text-xs font-medium text-muted-foreground uppercase">Post-mortem</p>
-
-                {postmortem?.root_cause_category && (
-                  <p className="text-sm">
-                    <span className="text-muted-foreground">Root cause:</span>{' '}
-                    {postmortem.root_cause_category}
-                  </p>
-                )}
-
-                {postmortem?.resolution_time_minutes && (
-                  <p className="text-sm">
-                    <span className="text-muted-foreground">Resolution time:</span>{' '}
-                    {Math.round(postmortem.resolution_time_minutes)} min
-                  </p>
-                )}
-
-                {postmortem?.customer_satisfaction !== undefined && (
-                  <div className="flex items-center gap-2">
-                    <span className="text-sm text-muted-foreground">Satisfaction:</span>
-                    <div className="flex">
-                      {[1, 2, 3, 4, 5].map((star) => (
-                        <span 
-                          key={star} 
-                          className={`text-lg ${star <= (postmortem.customer_satisfaction || 0) ? 'text-amber-400' : 'text-gray-300'}`}
-                        >
-                          ★
-                        </span>
-                      ))}
-                    </div>
-                  </div>
-                )}
-
-                {/* KB Generation */}
-                <div className="pt-2">
-                  {postmortem?.kb_generated ? (
-                    <div className="flex items-center gap-2 text-green-600 text-sm">
-                      <CheckCircle className="h-4 w-4" />
-                      KB article created
-                    </div>
-                  ) : (
-                    <Button 
-                      variant="outline" 
-                      size="sm" 
-                      className="w-full gap-1 text-xs"
-                      onClick={onGenerateKB}
-                    >
-                      <BookOpen className="h-3 w-3" />
-                      Generate KB Article
-                    </Button>
-                  )}
+            ))}
+            {sending && (
+              <div className="flex justify-start">
+                <div className="bg-muted rounded-lg px-3 py-2 text-xs text-muted-foreground animate-pulse">
+                  Thinking…
                 </div>
               </div>
-            </>
+            )}
+            <div ref={bottomRef} />
+          </div>
+        )}
+      </ScrollArea>
+
+      {/* KB generation (resolved only) */}
+      {isResolved && (
+        <div className="px-3 py-2 border-t border-border shrink-0">
+          {ai?.kb_proposed_kb_id ? (
+            <div className="flex items-center gap-2 text-green-600 text-xs">
+              <CheckCircle className="h-3.5 w-3.5" /> KB article created
+            </div>
+          ) : (
+            <Button variant="outline" size="sm" className="w-full gap-1 text-xs" onClick={onGenerateKB}>
+              <BookOpen className="h-3 w-3" /> Generate KB Article
+            </Button>
           )}
         </div>
-      </ScrollArea>
+      )}
+
+      {/* Input */}
+      <div className="px-3 py-2 border-t border-border shrink-0 flex gap-2">
+        <Textarea
+          value={input}
+          onChange={e => setInput(e.target.value)}
+          onKeyDown={e => { if (e.key === 'Enter' && !e.shiftKey) { e.preventDefault(); sendMessage() } }}
+          placeholder="Ask Solution AI…"
+          className="flex-1 text-xs resize-none min-h-[36px] max-h-[100px]"
+          rows={1}
+        />
+        <Button size="sm" onClick={sendMessage} disabled={!input.trim() || sending} className="shrink-0">
+          <Send className="h-3.5 w-3.5" />
+        </Button>
+      </div>
     </div>
   )
 }
@@ -838,7 +837,6 @@ export default function TicketDetailPage() {
   }
 
   const handleGenerateKB = () => {
-    // Trigger KB generation flow - would navigate to redaction review
     navigate(`/cortex/support/${id}/kb-review`)
   }
 
@@ -910,7 +908,7 @@ export default function TicketDetailPage() {
             </TabsList>
           </Tabs>
           {activeSidePanel === 'case' && <CaseDataPanel ticket={ticket} />}
-          {activeSidePanel === 'ai' && <AIMetadataPanel ticket={ticket} onGenerateKB={handleGenerateKB} />}
+          {activeSidePanel === 'ai' && <SolutionAIPanel ticket={ticket} onGenerateKB={handleGenerateKB} />}
           {activeSidePanel === 'analysis' && <CaseAnalysisPanel ticket={ticket} analysisLoading={analysisLoading} />}
         </div>
       </div>

package/seed/ai-agents.json

@@ -0,0 +1,98 @@
+[
+  {
+    "name": "Support Triage Agent",
+    "description": "First-contact AI for inbound support tickets. Searches KB, reasons over prior cases, responds with confidence scoring. Hands off to Solution AI or human when confidence is low.",
+    "agent_type": "support",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.4,
+      "max_tokens": 1024
+    },
+    "system_prompt": "You are a helpful and empathetic support agent for a software platform. Your goal is to resolve customer issues accurately and efficiently on the first response.\n\nGuidelines:\n- Be concise and clear. Customers want answers, not essays.\n- If you find a relevant KB article or prior case, reference it.\n- If you are not confident (below 0.75), say so honestly and let the customer know a human will follow up.\n- Never fabricate feature behaviour or make promises about the product.\n- Tone: professional but warm. Match the customer's level of formality.",
+    "tools": [],
+    "capabilities": ["rag_search", "confidence_scoring", "escalation"],
+    "constraints": {
+      "max_context_tokens": 8000,
+      "never_reveal": ["internal_notes", "agent_ids", "prompt_config_ids"]
+    },
+    "metadata": {
+      "default_prompt_config_slug": "support_triage",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Solution AI Agent",
+    "description": "Internal AI collaborator for support agents working a case. Searches KB, queries prior resolved cases, suggests diagnostic steps and response drafts. Never visible to customers.",
+    "agent_type": "support",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.5,
+      "max_tokens": 2048
+    },
+    "system_prompt": "You are an expert technical support advisor assisting a human support agent working a customer case. Your audience is the support agent, not the customer.\n\nYou can:\n- Search the knowledge base and surface relevant articles\n- Recall similar resolved cases and how they were fixed\n- Suggest diagnostic steps based on the symptoms described\n- Draft a proposed customer-facing response for the agent to review\n- Flag automation potential if this issue could be auto-resolved in future\n\nBe direct and practical. The agent needs actionable guidance, not hedged generalities.\nFormat your output clearly: use headers if helpful, bullet points for steps.",
+    "tools": [],
+    "capabilities": ["rag_search", "case_history_search", "response_drafting"],
+    "constraints": {
+      "visibility": "internal_only",
+      "max_context_tokens": 12000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "solution_ai",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "Case Resolution Analysis Agent",
+    "description": "Post-resolution analyst. Given a closed ticket and its full conversation (including internal AI collaboration thread), produces a structured postmortem: root cause, diagnostic path, solution, automation potential, and KB candidacy flag.",
+    "agent_type": "analysis",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.2,
+      "max_tokens": 2048
+    },
+    "system_prompt": "You are a case analysis specialist. When given a resolved support ticket — including the customer conversation, the internal support-agent collaboration thread, and any escalation notes — you produce a structured postmortem.\n\nYour output must be a JSON object with these exact fields:\n- reported_issue: what the customer described (their words)\n- true_problem: the actual root cause (may differ significantly from how it was reported)\n- diagnostic_steps: ordered array of steps taken to identify the root cause\n- solution_steps: ordered array of steps taken to resolve it\n- final_solution: one-sentence concise answer\n- customer_temperature: 'positive' | 'neutral' | 'frustrated' | 'escalated'\n- time_to_resolution: estimated minutes from first message to resolution\n- escalation_required: boolean\n- back_and_forth_count: integer — number of customer messages\n- sentiment_progression: array of sentiment labels across the conversation\n- automation_potential: 'high' | 'medium' | 'low' — could this be auto-resolved next time?\n- kb_candidate: boolean — would a KB article have prevented this ticket?\n- suggested_tags: array of tag objects { slug, name, purpose, category, applicable_to }\n- confidence_score: 0.0-1.0\n- analysis_summary: 2-3 sentence plain English summary for the ticket record",
+    "tools": [],
+    "capabilities": ["structured_output", "sentiment_analysis", "case_classification"],
+    "constraints": {
+      "output_format": "json",
+      "max_context_tokens": 16000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "case_analysis_prompt",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  },
+  {
+    "name": "KB Redaction Agent",
+    "description": "Prepares resolved cases for publication as KB articles. Identifies PII, account-specific details, internal references, and confidential data. Produces redaction suggestions and a generalised, customer-facing rewrite.",
+    "agent_type": "content",
+    "model_config": {
+      "model": "gpt-4o",
+      "temperature": 0.1,
+      "max_tokens": 3000
+    },
+    "system_prompt": "You are a knowledge base editorial agent. You receive the raw text of a resolved support case and must prepare it for public publication as a KB article.\n\nYour tasks:\n1. IDENTIFY all text that should be redacted before publishing. Categories:\n   - pii: names, emails, phone numbers, addresses, usernames\n   - account_specific: account names, account IDs, organisation-specific data\n   - confidential: internal pricing, unreleased features, internal process details\n   - internal_reference: ticket IDs, internal tool names, employee names\n\n2. GENERALISE the solution: rewrite the content to be universally applicable, removing all account-specific context while preserving the diagnostic and solution logic.\n\nOutput must be a JSON object:\n{\n  \"original_content\": \"<the input text unchanged>\",\n  \"redacted_content\": \"<fully redacted and generalised version>\",\n  \"suggestions\": [\n    {\n      \"id\": \"<uuid>\",\n      \"start_index\": <int>,\n      \"end_index\": <int>,\n      \"original_text\": \"<exact text to redact>\",\n      \"redacted_text\": \"<replacement text, e.g. [Account Name]>\",\n      \"sensitivity_level\": \"high|medium|low\",\n      \"reasoning\": \"<one sentence why>\",\n      \"category\": \"pii|confidential|account_specific|internal_reference\"\n    }\n  ],\n  \"confidence_score\": 0.0-1.0,\n  \"processing_metadata\": { \"model_used\": \"<model>\", \"temperature\": 0.1, \"tokens_consumed\": <int> }\n}",
+    "tools": [],
+    "capabilities": ["structured_output", "redaction", "content_generalisation"],
+    "constraints": {
+      "output_format": "json",
+      "max_context_tokens": 12000
+    },
+    "metadata": {
+      "default_prompt_config_slug": "kb_generator",
+      "owned_by": "cortex"
+    },
+    "ownership": "platform",
+    "is_system": true,
+    "is_active": true
+  }
+]