spine-framework-portal 0.1.1

package/pages/TicketsPage.tsx

@@ -0,0 +1,445 @@
+import { useState, useCallback } from 'react'
+import { Plus, Send, X, ChevronRight, ThumbsUp, ThumbsDown, Bot, AlertCircle, CheckCircle } from 'lucide-react'
+import { useTickets, useTicket, useNewTicketTriage, useTriageReply, useSubmitFeedback, useUpdateTicket } from '../hooks/useTickets'
+import { usePortalThread } from '../hooks/usePortalThreads'
+import { usePortalSignal } from '../hooks/usePortalSignal'
+import { SearchFilterBar } from '../components/SearchFilterBar'
+import { StatusBadge } from '../components/StatusBadge'
+import { Button } from '@core/components/ui/button'
+import { Input } from '@core/components/ui/input'
+import { Skeleton } from '@core/components/ui/skeleton'
+import { ScrollArea } from '@core/components/ui/scroll-area'
+import { Separator } from '@core/components/ui/separator'
+
+interface TicketThreadProps {
+  ticketId: string
+  ticketStatus?: string
+  onStatusChange?: (status: string) => void
+}
+
+function AIResponseCard({ message, ticketId, messageId, onFeedback }: { 
+  message: any
+  ticketId: string
+  messageId: string
+  onFeedback: () => void
+}) {
+  const { submitFeedback, loading } = useSubmitFeedback()
+  const [feedback, setFeedback] = useState<'up' | 'down' | null>(message.data?.feedback || null)
+
+  const handleFeedback = async (type: 'up' | 'down') => {
+    if (loading || feedback) return
+    await submitFeedback(ticketId, messageId, type)
+    setFeedback(type)
+    onFeedback()
+  }
+
+  return (
+    <div className="flex justify-start">
+      <div className="max-w-md rounded-lg px-4 py-3 text-sm bg-muted/80 text-foreground border border-border">
+        <div className="flex items-center gap-2 mb-2">
+          <Bot size={14} className="text-primary" />
+          <span className="text-xs font-medium text-muted-foreground">Spine Assistant</span>
+        </div>
+        <div className="leading-relaxed">{message.content}</div>
+        
+        {!feedback && (
+          <div className="flex items-center gap-2 mt-3 pt-3 border-t border-border/50">
+            <span className="text-xs text-muted-foreground">Was this helpful?</span>
+            <Button 
+              variant="ghost" 
+              size="icon" 
+              className="h-6 w-6" 
+              onClick={() => handleFeedback('up')}
+              disabled={loading}
+            >
+              <ThumbsUp size={12} />
+            </Button>
+            <Button 
+              variant="ghost" 
+              size="icon" 
+              className="h-6 w-6" 
+              onClick={() => handleFeedback('down')}
+              disabled={loading}
+            >
+              <ThumbsDown size={12} />
+            </Button>
+          </div>
+        )}
+        
+        {feedback === 'up' && (
+          <div className="flex items-center gap-2 mt-3 pt-3 border-t border-border/50 text-xs text-green-600">
+            <CheckCircle size={12} />
+            <span>Thanks for the feedback!</span>
+          </div>
+        )}
+        
+        {feedback === 'down' && (
+          <div className="flex items-center gap-2 mt-3 pt-3 border-t border-border/50 text-xs text-amber-600">
+            <AlertCircle size={12} />
+            <span>Escalated to our team. We&apos;ll follow up shortly.</span>
+          </div>
+        )}
+      </div>
+    </div>
+  )
+}
+
+function TicketThread({ ticketId, ticketStatus, onStatusChange }: TicketThreadProps) {
+  const { messages, loading, thread, refetch } = usePortalThread('items', ticketId)
+  const [replyText, setReplyText] = useState('')
+  const [aiState, setAiState] = useState<'idle' | 'analyzing' | 'responded' | 'escalated'>('idle')
+  const { sendReply, loading: replying } = useTriageReply()
+  const { sendSignal } = usePortalSignal()
+
+  const publicMessages = messages.filter((m: any) => m.visibility !== 'internal')
+
+  const handleSend = async () => {
+    if (!replyText.trim() || !thread?.id) return
+    const text = replyText.trim()
+    setReplyText('')
+    setAiState('analyzing')
+    try {
+      const result: any = await sendReply(text, thread.id, ticketId)
+      if (result.escalated) {
+        setAiState('escalated')
+        onStatusChange?.('human_assigned')
+      } else {
+        setAiState('responded')
+      }
+      await refetch()
+      sendSignal('ticket_reply', 'Replied to support ticket')
+    } catch (e: any) {
+      console.error(e)
+      setAiState('escalated')
+    }
+  }
+
+  const handleFeedback = async () => {
+    await refetch()
+  }
+
+  return (
+    <div className="flex flex-col h-full">
+      <ScrollArea className="flex-1 p-4">
+        <div className="space-y-3">
+          {/* AI State Indicator */}
+          {aiState === 'analyzing' && (
+            <div className="flex justify-center py-4">
+              <div className="flex items-center gap-2 text-xs text-muted-foreground bg-muted/50 px-3 py-2 rounded-full">
+                <Bot size={14} className="animate-pulse" />
+                <span>Analyzing your question…</span>
+              </div>
+            </div>
+          )}
+          
+          {aiState === 'escalated' && (
+            <div className="flex justify-center py-4">
+              <div className="flex items-center gap-2 text-xs text-amber-600 bg-amber-50 px-3 py-2 rounded-full">
+                <AlertCircle size={14} />
+                <span>We&apos;re looking into this and will have a human response shortly</span>
+              </div>
+            </div>
+          )}
+          
+              {loading && <div className="space-y-2"><Skeleton className="h-10 w-2/3" /><Skeleton className="h-10 w-1/2 ml-auto" /></div>}
+          
+          {!loading && publicMessages.length === 0 && aiState === 'idle' && (
+            <p className="text-sm text-muted-foreground italic text-center py-8">No messages yet. Start the conversation.</p>
+          )}
+          
+          {publicMessages.map((msg: any) => {
+            if (msg.data?.message_type === 'agent') {
+              return (
+                <AIResponseCard
+                  key={msg.id}
+                  message={msg}
+                  ticketId={ticketId}
+                  messageId={msg.id}
+                  onFeedback={handleFeedback}
+                />
+              )
+            }
+            return (
+              <div key={msg.id} className={`flex ${msg.direction === 'inbound' ? 'justify-end' : 'justify-start'}`}>
+                <div className={`max-w-xs rounded-lg px-3 py-2 text-sm ${
+                  msg.direction === 'inbound'
+                    ? 'bg-primary text-primary-foreground'
+                    : 'bg-muted text-foreground border border-border'
+                }`}>{msg.content}</div>
+              </div>
+            )
+          })}
+        </div>
+      </ScrollArea>
+      <div className="border-t p-3 flex gap-2 shrink-0">
+        <Input placeholder="Reply…" value={replyText} onChange={(e) => setReplyText(e.target.value)}
+          onKeyDown={(e) => e.key === 'Enter' && !e.shiftKey && handleSend()} className="flex-1"
+          disabled={aiState === 'analyzing' || replying} />
+        <Button size="icon" onClick={handleSend} disabled={replying || aiState === 'analyzing' || !replyText.trim()}>
+          <Send size={14} />
+        </Button>
+      </div>
+    </div>
+  )
+}
+
+// Draft ticket view: blank ticket UI, customer types first message, AI creates ticket + replies
+function DraftTicketView({ onClose, onCreated }: { onClose: () => void; onCreated: (ticketId: string) => void }) {
+  const { startTriage, loading } = useNewTicketTriage()
+  const [message, setMessage] = useState('')
+  const [aiState, setAiState] = useState<'idle' | 'analyzing' | 'done'>('idle')
+  const [draftMessages, setDraftMessages] = useState<Array<{ role: 'customer' | 'ai'; content: string; escalated?: boolean }>>([]
+  )
+  const { sendSignal } = usePortalSignal()
+
+  const handleSend = async () => {
+    if (!message.trim() || loading || aiState === 'analyzing') return
+    const text = message.trim()
+    setMessage('')
+    setDraftMessages([{ role: 'customer', content: text }])
+    setAiState('analyzing')
+    try {
+      const result: any = await startTriage(text)
+      const publicResponse = result.escalated
+        ? "We're looking into this and will have a human response shortly."
+        : result.public_response || 'Your ticket has been created and our team will be in touch.'
+      setDraftMessages([
+        { role: 'customer', content: text },
+        { role: 'ai', content: publicResponse, escalated: result.escalated },
+      ])
+      setAiState('done')
+      sendSignal('ticket_create', `New AI-triaged support ticket`)
+      // Transition to real ticket
+      setTimeout(() => onCreated(result.ticketId), 800)
+    } catch (e: any) {
+      setDraftMessages((prev) => [
+        ...prev,
+        { role: 'ai', content: "We're looking into this and will have a human response shortly.", escalated: true },
+      ])
+      setAiState('done')
+    }
+  }
+
+  return (
+    <div className="flex flex-col h-full">
+      {/* Header — mirrors existing ticket header style */}
+      <div className="px-6 py-3 border-b border-border flex items-center justify-between shrink-0">
+        <div>
+          <h2 className="text-sm font-semibold text-muted-foreground italic">New Ticket</h2>
+          <p className="text-xs text-muted-foreground mt-0.5">Describe your issue below</p>
+        </div>
+        <Button variant="ghost" size="icon" className="h-8 w-8" onClick={onClose}><X size={15} /></Button>
+      </div>
+
+      {/* Thread area */}
+      <ScrollArea className="flex-1 p-4">
+        <div className="space-y-3">
+          {draftMessages.length === 0 && (
+            <p className="text-sm text-muted-foreground italic text-center py-8">Describe your issue and our AI will respond immediately.</p>
+          )}
+
+          {draftMessages.map((m, i) => {
+            if (m.role === 'customer') {
+              return (
+                <div key={i} className="flex justify-end">
+                  <div className="max-w-xs rounded-lg px-3 py-2 text-sm bg-primary text-primary-foreground">{m.content}</div>
+                </div>
+              )
+            }
+            if (m.escalated) {
+              return (
+                <div key={i} className="flex justify-center py-2">
+                  <div className="flex items-center gap-2 text-xs text-amber-600 bg-amber-50 px-3 py-2 rounded-full border border-amber-200">
+                    <AlertCircle size={14} />
+                    <span>{m.content}</span>
+                  </div>
+                </div>
+              )
+            }
+            return (
+              <div key={i} className="flex justify-start">
+                <div className="max-w-md rounded-lg px-4 py-3 text-sm bg-muted/80 text-foreground border border-border">
+                  <div className="flex items-center gap-2 mb-2">
+                    <Bot size={14} className="text-primary" />
+                    <span className="text-xs font-medium text-muted-foreground">Spine Assistant</span>
+                  </div>
+                  <div className="leading-relaxed">{m.content}</div>
+                </div>
+              </div>
+            )
+          })}
+
+          {aiState === 'analyzing' && (
+            <div className="flex justify-center py-4">
+              <div className="flex items-center gap-2 text-xs text-muted-foreground bg-muted/50 px-3 py-2 rounded-full">
+                <Bot size={14} className="animate-pulse" />
+                <span>Analyzing your question…</span>
+              </div>
+            </div>
+          )}
+        </div>
+      </ScrollArea>
+
+      {/* Reply box */}
+      <div className="border-t p-3 flex gap-2 shrink-0">
+        <Input
+          placeholder="Describe your issue…"
+          value={message}
+          onChange={(e) => setMessage(e.target.value)}
+          onKeyDown={(e) => e.key === 'Enter' && !e.shiftKey && handleSend()}
+          disabled={loading || aiState === 'analyzing' || aiState === 'done'}
+          className="flex-1"
+          autoFocus
+        />
+        <Button size="icon" onClick={handleSend} disabled={loading || !message.trim() || aiState !== 'idle'}>
+          <Send size={14} />
+        </Button>
+      </div>
+    </div>
+  )
+}
+
+export function TicketsPage() {
+  const [search, setSearch] = useState('')
+  const [selectedId, setSelectedId] = useState<string | null>(null)
+  const [showNew, setShowNew] = useState(false)
+
+  const { tickets, loading, error, refetch } = useTickets()
+  const { ticket: selectedTicket } = useTicket(selectedId)
+  const { updateTicket } = useUpdateTicket()
+
+  const filtered = tickets.filter((t) => (t.title ?? '').toLowerCase().includes(search.toLowerCase()))
+
+  const { sendSignal } = usePortalSignal()
+
+  const handleNewTicket = () => { setSelectedId(null); setShowNew(true) }
+
+  const handleDraftCreated = useCallback((ticketId: string) => {
+    setShowNew(false)
+    setSelectedId(ticketId)
+    refetch()
+  }, [refetch])
+
+  const handleSelectTicket = (id: string) => {
+    setSelectedId(id === selectedId ? null : id)
+    setShowNew(false)
+    if (id !== selectedId) sendSignal('ticket_view', 'Viewed support ticket')
+  }
+
+  const handleStatusChange = useCallback(async (newStatus: string) => {
+    if (!selectedId) return
+    await updateTicket(selectedId, { 
+      data: { 
+        status: newStatus,
+        aim_escalation_at: new Date().toISOString()
+      } 
+    })
+    refetch()
+  }, [selectedId, selectedTicket, updateTicket, refetch])
+
+  return (
+    <div className="flex flex-col h-full">
+      <div className="flex items-center gap-3 px-4 py-3 border-b border-border bg-background shrink-0">
+        <SearchFilterBar placeholder="Search tickets…" value={search} onChange={setSearch} />
+        <Button size="sm" className="gap-1.5 shrink-0" onClick={handleNewTicket}>
+          <Plus size={14} /> New Ticket
+        </Button>
+      </div>
+
+      {error && <div className="px-4 py-2 text-sm text-destructive border-b border-border shrink-0">{error}</div>}
+
+      <div className="flex flex-1 min-h-0">
+        {/* Col 1 — ticket list */}
+        <div className="w-80 shrink-0 border-r border-border flex flex-col min-h-0">
+          <div className="flex-1 overflow-y-auto">
+            {loading ? (
+              <div className="p-4 space-y-3">{Array.from({ length: 5 }).map((_, i) => <Skeleton key={i} className="h-14 w-full" />)}</div>
+            ) : filtered.length === 0 ? (
+              <div className="p-6 text-sm text-muted-foreground text-center">No tickets found.</div>
+            ) : (
+              filtered.map((ticket) => (
+                <button key={ticket.id}
+                  onClick={() => handleSelectTicket(ticket.id)}
+                  className={`w-full text-left px-4 py-3 border-b border-border hover:bg-accent/50 flex items-center gap-3 transition-colors ${
+                    selectedId === ticket.id && !showNew ? 'bg-accent border-l-2 border-l-primary' : ''
+                  }`}
+                >
+                  <div className="flex-1 min-w-0">
+                    <p className="text-sm font-medium truncate">{ticket.title}</p>
+                    <p className="text-xs text-muted-foreground mt-0.5">{ticket.created_at ? new Date(ticket.created_at).toLocaleDateString() : '—'}</p>
+                  </div>
+                  <StatusBadge status={ticket.data?.status || ticket.status} />
+                  <ChevronRight size={14} className="text-muted-foreground/50 shrink-0" />
+                </button>
+              ))
+            )}
+          </div>
+        </div>
+
+        {/* Col 2 — thread or new ticket */}
+        <div className="flex-1 flex flex-col min-h-0">
+          {showNew ? (
+            <DraftTicketView onClose={() => setShowNew(false)} onCreated={handleDraftCreated} />
+          ) : selectedId && selectedTicket ? (
+            <>
+              <div className="px-6 py-3 border-b border-border flex items-center justify-between shrink-0">
+                <div>
+                  <h2 className="text-sm font-semibold">{selectedTicket.title}</h2>
+                  <p className="text-xs text-muted-foreground mt-0.5 font-mono">{selectedTicket.id.slice(0, 8)}…</p>
+                </div>
+                <StatusBadge status={selectedTicket.data?.status || selectedTicket.status} />
+              </div>
+              <div className="flex-1 min-h-0">
+                <TicketThread 
+                  ticketId={selectedId} 
+                  ticketStatus={selectedTicket.data?.status || selectedTicket.status}
+                  onStatusChange={handleStatusChange}
+                />
+              </div>
+            </>
+          ) : (
+            <div className="flex-1 flex items-center justify-center text-sm text-muted-foreground">
+              Select a ticket to view the conversation
+            </div>
+          )}
+        </div>
+
+        {/* Col 3 — ticket details (also shown during draft once AI responds) */}
+        {selectedId && selectedTicket && !showNew && (
+          <div className="w-72 shrink-0 border-l border-border flex flex-col min-h-0">
+            <div className="flex items-center px-4 py-2 h-9 border-b border-border shrink-0">
+              <p className="text-xs font-medium text-muted-foreground uppercase tracking-wide">Details</p>
+            </div>
+            <ScrollArea className="flex-1">
+              <div className="p-4 space-y-4 text-sm">
+                <div>
+                  <p className="text-xs font-medium text-muted-foreground uppercase tracking-wide mb-1">Subject</p>
+                  <p className="font-medium">{selectedTicket.title}</p>
+                </div>
+                <Separator />
+                <div>
+                  <p className="text-xs font-medium text-muted-foreground uppercase tracking-wide mb-1">Status</p>
+                  <StatusBadge status={selectedTicket.data?.status || selectedTicket.status} />
+                </div>
+                <Separator />
+                <div>
+                  <p className="text-xs font-medium text-muted-foreground uppercase tracking-wide mb-1">Created</p>
+                  <p className="text-muted-foreground">{selectedTicket.created_at ? new Date(selectedTicket.created_at).toLocaleString() : '—'}</p>
+                </div>
+                {selectedTicket.description && (
+                  <>
+                    <Separator />
+                    <div>
+                      <p className="text-xs font-medium text-muted-foreground uppercase tracking-wide mb-1">Description</p>
+                      <p className="text-muted-foreground leading-relaxed">{selectedTicket.description}</p>
+                    </div>
+                  </>
+                )}
+              </div>
+            </ScrollArea>
+          </div>
+        )}
+      </div>
+    </div>
+  )
+}

package/seed/link-types.json

@@ -0,0 +1 @@
+[]

package/seed/triggers.json

@@ -0,0 +1,17 @@
+[
+  {
+    "name": "Community: Unanswered to Ticket",
+    "description": "Check for community posts >24h without answers and escalate to support tickets",
+    "trigger_type": "cron",
+    "event_type": null,
+    "config": {
+      "function": "custom_community-escalation.checkUnanswered",
+      "schedule": "0 */4 * * *",
+      "timezone": "UTC",
+      "description": "Check for community posts >24h without answers, create tickets"
+    },
+    "ownership": "tenant",
+    "is_system": false,
+    "is_active": true
+  }
+]

package/seed/types.json

@@ -0,0 +1,136 @@
+[
+  {
+    "kind": "item",
+    "slug": "community_post",
+    "name": "Community Post",
+    "description": "Community discussion post with voting and accepted answers",
+    "icon": "message-circle",
+    "color": "#6366F1",
+    "ownership": "tenant",
+    "is_active": true,
+    "design_schema": {
+      "scope": "platform",
+      "fields": {
+        "title": { "label": "Title", "required": true, "data_type": "text" },
+        "content": { "label": "Content", "required": true, "data_type": "text" },
+        "context": { "label": "Context", "required": true, "data_type": "text", "options": ["support", "community"] },
+        "channel": { "label": "Channel", "required": true, "data_type": "text", "default": "general", "options": ["general", "announcements", "help", "show-and-tell"] },
+        "moderation_status": { "label": "Moderation Status", "data_type": "text", "default": "pending", "options": ["pending", "approved", "flagged"] },
+        "helpful_count": { "label": "Helpful Votes", "data_type": "integer", "default": 0 },
+        "not_helpful_count": { "label": "Not Helpful Votes", "data_type": "integer", "default": 0 },
+        "accepted_answer_id": { "label": "Accepted Answer", "data_type": "uuid" }
+      },
+      "record_permissions": {
+        "member": ["create", "read", "update"],
+        "system_admin": ["create", "read", "update", "delete"]
+      }
+    },
+    "validation_schema": {}
+  },
+  {
+    "kind": "item",
+    "slug": "course_lesson",
+    "name": "Course Lesson",
+    "description": "Learning content unit — part of a course sequence",
+    "icon": "graduation-cap",
+    "color": "#F97316",
+    "ownership": "tenant",
+    "is_active": true,
+    "design_schema": {
+      "scope": "platform",
+      "fields": {
+        "title": { "label": "Title", "required": true, "data_type": "text" },
+        "content": { "label": "Content", "required": true, "data_type": "text" },
+        "context": { "label": "Context", "required": true, "data_type": "text", "options": ["kb", "course"] },
+        "sequence": { "label": "Lesson Sequence", "data_type": "integer" },
+        "video_url": { "label": "Video URL", "data_type": "url" },
+        "estimated_duration": { "label": "Estimated Duration (minutes)", "data_type": "integer" },
+        "progress_required": { "label": "Progress Required", "data_type": "boolean", "default": true },
+        "prerequisites": { "label": "Prerequisite Lessons", "data_type": "uuid[]" }
+      },
+      "record_permissions": {
+        "all": ["read"],
+        "support": ["read", "create", "update"]
+      }
+    },
+    "validation_schema": {}
+  },
+  {
+    "kind": "item",
+    "slug": "integrity_report",
+    "name": "Integrity Report",
+    "description": "Spine core integrity check result from a customer deploy",
+    "icon": "shield-check",
+    "color": "#84CC16",
+    "ownership": "tenant",
+    "is_active": true,
+    "design_schema": {
+      "scope": "account",
+      "fields": {
+        "title": { "label": "Title", "system": true, "required": true, "data_type": "text" },
+        "status": { "label": "Status", "system": true, "required": false, "data_type": "text" },
+        "is_active": { "label": "Active", "system": true, "required": true, "data_type": "boolean" },
+        "core_hash": { "label": "Core Hash", "system": false, "required": true, "data_type": "text" },
+        "manifest_hash": { "label": "Manifest Hash", "system": false, "required": true, "data_type": "text" },
+        "deploy_id": { "label": "Deploy ID", "system": false, "required": false, "data_type": "text" },
+        "deploy_url": { "label": "Deploy URL", "system": false, "required": false, "data_type": "text" },
+        "created_at": { "label": "Created", "system": true, "readonly": true, "required": false, "data_type": "datetime" },
+        "updated_at": { "label": "Updated", "system": true, "readonly": true, "required": false, "data_type": "datetime" }
+      },
+      "record_permissions": { "system_admin": ["create", "read", "update", "delete"] }
+    },
+    "validation_schema": {}
+  },
+  {
+    "kind": "item",
+    "slug": "support_ticket",
+    "name": "Support Ticket",
+    "description": "Customer support request with AI-first escalation chain",
+    "icon": "ticket",
+    "color": "#EF4444",
+    "ownership": "tenant",
+    "is_active": true,
+    "design_schema": {
+      "scope": "customer",
+      "fields": {
+        "title": { "label": "Title", "system": true, "required": true, "data_type": "text" },
+        "description": { "label": "Description", "system": true, "required": true, "data_type": "text" },
+        "status": { "label": "Status", "system": true, "data_type": "text", "default": "open", "options": ["open", "ai_responding", "human_assigned", "in_progress", "resolved", "closed"] },
+        "context": { "label": "Context", "required": true, "data_type": "text", "options": ["support", "community"] },
+        "priority": { "label": "Priority", "data_type": "text", "default": "medium", "options": ["low", "medium", "high", "urgent"] },
+        "escalated": { "label": "Escalated to Human", "data_type": "boolean", "default": false },
+        "ai_response": { "label": "AI Response", "data_type": "text" },
+        "ai_confidence": { "label": "AI Confidence", "data_type": "float" },
+        "aim_triage_agent_id": { "label": "Triage Agent ID", "data_type": "text" },
+        "aim_escalation_reason": { "label": "Escalation Reason", "data_type": "text", "options": ["low_confidence", "thumbs_down", "customer_request", "none"] },
+        "aim_human_assignee_id": { "label": "Human Assignee", "data_type": "text" },
+        "aim_confidence_threshold": { "label": "Confidence Threshold", "data_type": "number", "default": 0.75 },
+        "aim_confidence_at_response": { "label": "Confidence at Response", "data_type": "number" },
+        "ca_true_problem": { "label": "True Problem Identified", "data_type": "text" },
+        "ca_reported_issue": { "label": "Reported Issue", "data_type": "text" },
+        "ca_final_solution": { "label": "Final Solution Summary", "data_type": "text" },
+        "ca_solution_steps": { "label": "Steps to Solve", "data_type": "json" },
+        "ca_diagnostic_steps": { "label": "Steps to Diagnose", "data_type": "json" },
+        "ca_analysis_tags": { "label": "Analysis Tags", "data_type": "json" },
+        "ca_escalation_required": { "label": "Was Escalated to Human Agent", "data_type": "boolean" },
+        "ca_customer_temperature": { "label": "Customer Temperature", "data_type": "text", "options": ["positive", "neutral", "negative", "frustrated"] },
+        "ca_time_to_resolution": { "label": "Time to Resolution (minutes)", "data_type": "number" },
+        "ca_back_and_forth_count": { "label": "Number of Back and Forths", "data_type": "number" },
+        "ca_automation_potential": { "label": "Automation Potential", "data_type": "text", "options": ["high", "medium", "low"] },
+        "ca_sentiment_progression": { "label": "Customer Sentiment Progression", "data_type": "json" },
+        "ca_kb_candidate": { "label": "KB Candidate", "data_type": "boolean" },
+        "kb_proposed_kb_id": { "label": "Proposed KB Article ID", "data_type": "text" },
+        "kb_redacted_draft": { "label": "Redacted Draft", "data_type": "text" },
+        "kb_approved_at": { "label": "Approved At", "data_type": "datetime" },
+        "kb_approved_by": { "label": "Approved By", "data_type": "text" },
+        "kb_human_edits": { "label": "Human Edits", "data_type": "text" }
+      },
+      "record_permissions": {
+        "member": ["create", "read", "update"],
+        "support": ["create", "read", "update"],
+        "system_admin": ["create", "read", "update", "delete"]
+      }
+    },
+    "validation_schema": {}
+  }
+]