schema.sql

CREATE EXTENSION IF NOT EXISTS pg_trgm;

DROP TYPE IF EXISTS "channels" CASCADE; CREATE TYPE "channels" AS ENUM ('email', 'livechat');
DROP TYPE IF EXISTS "message_type" CASCADE; CREATE TYPE "message_type" AS ENUM ('incoming','outgoing','activity');
DROP TYPE IF EXISTS "message_sender_type" CASCADE; CREATE TYPE "message_sender_type" AS ENUM ('agent','contact');
DROP TYPE IF EXISTS "message_status" CASCADE; CREATE TYPE "message_status" AS ENUM ('received','sent','failed','pending');
DROP TYPE IF EXISTS "content_type" CASCADE; CREATE TYPE "content_type" AS ENUM ('text','html');
DROP TYPE IF EXISTS "conversation_assignment_type" CASCADE; CREATE TYPE "conversation_assignment_type" AS ENUM ('Round robin','Manual');
DROP TYPE IF EXISTS "template_type" CASCADE; CREATE TYPE "template_type" AS ENUM ('email_outgoing', 'email_notification');
-- Visitors are unauthenticated contacts.
DROP TYPE IF EXISTS "user_type" CASCADE; CREATE TYPE "user_type" AS ENUM ('agent', 'contact', 'visitor', 'ai_assistant');
DROP TYPE IF EXISTS "ai_provider" CASCADE; CREATE TYPE "ai_provider" AS ENUM ('openai');
DROP TYPE IF EXISTS "automation_execution_mode" CASCADE; CREATE TYPE "automation_execution_mode" AS ENUM ('all', 'first_match');
DROP TYPE IF EXISTS "macro_visibility" CASCADE; CREATE TYPE "macro_visibility" AS ENUM ('all', 'team', 'user');
DROP TYPE IF EXISTS "view_visibility" CASCADE; CREATE TYPE "view_visibility" AS ENUM ('all', 'team', 'user');
DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition" AS ENUM ('inline', 'attachment');
DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline', 'away_and_reassigning');
DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
DROP TYPE IF EXISTS "sla_event_status" CASCADE; CREATE TYPE "sla_event_status" AS ENUM ('pending', 'breached', 'met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution', 'next_response');
DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
DROP TYPE IF EXISTS "activity_log_type" CASCADE; CREATE TYPE "activity_log_type" AS ENUM ('agent_login', 'agent_logout', 'agent_away', 'agent_away_reassigned', 'agent_online', 'agent_password_set', 'agent_role_permissions_changed', 'contact_deleted', 'contact_data_exported');
DROP TYPE IF EXISTS "macro_visible_when" CASCADE; CREATE TYPE "macro_visible_when" AS ENUM ('replying', 'starting_conversation', 'adding_private_note');
DROP TYPE IF EXISTS "user_notification_type" CASCADE; CREATE TYPE "user_notification_type" AS ENUM ('mention', 'assignment', 'sla_warning', 'sla_breach', 'new_reply', 'new_reply_participating', 'sla_first_response_warning', 'sla_first_response_breach', 'sla_next_response_warning', 'sla_next_response_breach', 'sla_resolution_warning', 'sla_resolution_breach', 'conversation_reopened', 'automation');
DROP TYPE IF EXISTS "notification_channel" CASCADE; CREATE TYPE "notification_channel" AS ENUM ('in_app', 'email', 'push');
DROP TYPE IF EXISTS "conversation_status_category" CASCADE; CREATE TYPE "conversation_status_category" AS ENUM ('open', 'waiting', 'resolved');
DROP TYPE IF EXISTS "ai_knowledge_type" CASCADE; CREATE TYPE "ai_knowledge_type" AS ENUM ('snippet');
DROP TYPE IF EXISTS "webhook_event" CASCADE; CREATE TYPE webhook_event AS ENUM (
	'conversation.created',
	'conversation.status_changed',
	'conversation.tags_changed',
	'conversation.assigned',
	'conversation.unassigned',
	'message.created',
	'message.updated'
);

-- Sequence to generate reference number for conversations.
DROP SEQUENCE IF EXISTS conversation_reference_number_sequence; CREATE SEQUENCE conversation_reference_number_sequence START 100;

-- Function to generate reference number for conversations with optional prefix.
CREATE OR REPLACE FUNCTION generate_reference_number(prefix TEXT)
RETURNS TEXT AS $$
BEGIN
    RETURN prefix || nextval('conversation_reference_number_sequence');
END;
$$ LANGUAGE plpgsql;

-- Function to pick the text search configuration for a help article locale.
CREATE OR REPLACE FUNCTION help_article_search_config(locale TEXT)
RETURNS regconfig AS $$
    SELECT CASE split_part(locale, '-', 1)
        WHEN 'ar' THEN 'arabic'
        WHEN 'da' THEN 'danish'
        WHEN 'nl' THEN 'dutch'
        WHEN 'en' THEN 'english'
        WHEN 'fi' THEN 'finnish'
        WHEN 'fr' THEN 'french'
        WHEN 'de' THEN 'german'
        WHEN 'el' THEN 'greek'
        WHEN 'hu' THEN 'hungarian'
        WHEN 'id' THEN 'indonesian'
        WHEN 'ga' THEN 'irish'
        WHEN 'it' THEN 'italian'
        WHEN 'lt' THEN 'lithuanian'
        WHEN 'ne' THEN 'nepali'
        WHEN 'no' THEN 'norwegian'
        WHEN 'pt' THEN 'portuguese'
        WHEN 'ro' THEN 'romanian'
        WHEN 'ru' THEN 'russian'
        WHEN 'es' THEN 'spanish'
        WHEN 'sv' THEN 'swedish'
        WHEN 'ta' THEN 'tamil'
        WHEN 'tr' THEN 'turkish'
        ELSE 'simple'
    END::regconfig;
$$ LANGUAGE sql IMMUTABLE;

DROP TABLE IF EXISTS sla_policies CASCADE;
CREATE TABLE sla_policies (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	name TEXT NOT NULL,
	description TEXT NULL,
	first_response_time TEXT NOT NULL,
	resolution_time TEXT NOT NULL,
	next_response_time TEXT NULL,
	notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
	CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
	CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
);

DROP TABLE IF EXISTS business_hours CASCADE;
CREATE TABLE business_hours (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
	name TEXT NOT NULL,
	description TEXT NULL,
	is_always_open BOOL DEFAULT false NOT NULL,
	hours JSONB NOT NULL,
	holidays JSONB DEFAULT '{}'::jsonb NOT NULL,
	CONSTRAINT constraint_business_hours_on_name CHECK (length(name) <= 140),
	CONSTRAINT constraint_business_hours_on_description CHECK (length(description) <= 300)
);

DROP TABLE IF EXISTS inboxes CASCADE;
CREATE TABLE inboxes (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
	"name" TEXT NOT NULL,
	deleted_at TIMESTAMPTZ NULL,
	channel channels NOT NULL,
	enabled bool DEFAULT TRUE NOT NULL,
	csat_enabled bool DEFAULT false NOT NULL,
	prompt_tags_on_reply bool DEFAULT false NOT NULL,
	config jsonb DEFAULT '{}'::jsonb NOT NULL,
	"from" TEXT NULL,
	from_name_template TEXT NOT NULL DEFAULT '',
	secret TEXT NULL,
	linked_email_inbox_id INT REFERENCES inboxes(id) ON DELETE SET NULL,
	CONSTRAINT constraint_inboxes_on_name CHECK (length("name") <= 140)
);

DROP TABLE IF EXISTS teams CASCADE;
CREATE TABLE teams (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NOT NULL,
	emoji TEXT NULL,
	conversation_assignment_type conversation_assignment_type NOT NULL,
	max_auto_assigned_conversations INT DEFAULT 0 NOT NULL,

	-- Set to NULL when business hours or SLA policy is deleted.
	business_hours_id INT REFERENCES business_hours(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,
	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,

	timezone TEXT NULL,
	CONSTRAINT constraint_teams_on_emoji CHECK (length(emoji) <= 50),
	CONSTRAINT constraint_teams_on_name CHECK (length("name") <= 140),
	CONSTRAINT constraint_teams_on_timezone CHECK (length(timezone) <= 140),
	CONSTRAINT constraint_teams_on_name_unique UNIQUE ("name")
);

DROP TABLE IF EXISTS roles CASCADE;
CREATE TABLE roles (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    permissions TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
    "name" TEXT UNIQUE NOT NULL,
    description TEXT NULL,
	CONSTRAINT constraint_roles_on_name CHECK (length("name") <= 50),
	CONSTRAINT constraint_roles_on_description CHECK (length(description) <= 300)
);

DROP TABLE IF EXISTS users CASCADE;
CREATE TABLE users (
    id BIGSERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    type user_type NOT NULL,
    deleted_at TIMESTAMPTZ NULL,
    enabled BOOL DEFAULT TRUE NOT NULL,
    email TEXT NULL,
    first_name TEXT NOT NULL,
    last_name TEXT NULL,
	phone_number_country_code TEXT NULL,
    phone_number TEXT NULL,
    country TEXT NULL,
    "password" VARCHAR(150) NULL,
    avatar_url TEXT NULL,
	custom_attributes JSONB DEFAULT '{}'::jsonb NOT NULL,
	external_user_id TEXT NULL,
    reset_password_token TEXT NULL,
    reset_password_token_expiry TIMESTAMPTZ NULL,
	availability_status user_availability_status DEFAULT 'offline' NOT NULL,
	last_active_at TIMESTAMPTZ NULL,
	last_login_at TIMESTAMPTZ NULL,
	-- API key authentication fields
	api_key TEXT NULL,
	api_secret TEXT NULL,
	api_key_last_used_at TIMESTAMPTZ NULL,
    CONSTRAINT constraint_users_on_country CHECK (LENGTH(country) <= 140),
    CONSTRAINT constraint_users_on_phone_number CHECK (LENGTH(phone_number) <= 20),
	CONSTRAINT constraint_users_on_phone_number_country_code CHECK (LENGTH(phone_number_country_code) <= 10),
    CONSTRAINT constraint_users_on_email_length CHECK (LENGTH(email) <= 320),
    CONSTRAINT constraint_users_on_first_name CHECK (LENGTH(first_name) <= 140),
    CONSTRAINT constraint_users_on_last_name CHECK (LENGTH(last_name) <= 140)
);
CREATE INDEX index_tgrm_users_on_email ON users USING GIN (email gin_trgm_ops);
CREATE INDEX index_users_on_api_key ON users(api_key);
CREATE INDEX index_users_on_availability_status_when_agent ON users(availability_status) WHERE type = 'agent' AND deleted_at IS NULL;
CREATE UNIQUE INDEX index_unique_users_on_email_when_type_is_agent
	ON users(email)
	WHERE type = 'agent' AND deleted_at IS NULL;
CREATE UNIQUE INDEX index_unique_users_on_ext_id_when_type_is_contact 
	ON users (external_user_id) 
	WHERE type = 'contact' AND deleted_at IS NULL AND external_user_id IS NOT NULL;
CREATE UNIQUE INDEX index_unique_users_on_email_when_no_ext_id_contact
	ON users (email)
	WHERE type = 'contact' AND deleted_at IS NULL AND external_user_id IS NULL;

DROP TABLE IF EXISTS user_roles CASCADE;
CREATE TABLE user_roles (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),

	-- Cascade deletes when user or role is deleted, as they are not useful without each other.
	user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	role_id INT REFERENCES roles(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,

	CONSTRAINT constraint_user_roles_on_user_id_and_role_id_unique UNIQUE (user_id, role_id)
);
CREATE INDEX index_user_roles_on_user_id ON user_roles(user_id);

DROP TABLE IF EXISTS conversation_statuses CASCADE;
CREATE TABLE conversation_statuses (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NOT NULL UNIQUE,
	category conversation_status_category NOT NULL DEFAULT 'open'
);

DROP TABLE IF EXISTS conversation_priorities CASCADE;
CREATE TABLE conversation_priorities (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NOT NULL UNIQUE
);

DROP TABLE IF EXISTS conversations CASCADE;
CREATE TABLE conversations (
    id BIGSERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
	reference_number TEXT DEFAULT generate_reference_number('') NOT NULL UNIQUE,

	-- Cascade deletes when contact is deleted.
    contact_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,

	-- Set to NULL when assigned user or team is deleted.
    assigned_user_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
    assigned_team_id INT REFERENCES teams(id) ON DELETE SET NULL ON UPDATE CASCADE,

	-- Set to NULL when SLA policy is deleted.
	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,

    -- Cascade deletes when inbox is deleted.
	inbox_id INT REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,

	-- Restrict delete.
	status_id INT REFERENCES conversation_statuses(id) ON DELETE RESTRICT ON UPDATE CASCADE NOT NULL,
    priority_id INT REFERENCES conversation_priorities(id) ON DELETE RESTRICT ON UPDATE CASCADE,

	meta JSONB DEFAULT '{}'::jsonb NOT NULL,
	custom_attributes JSONB DEFAULT '{}'::jsonb NOT NULL,
	contact_last_seen_at TIMESTAMPTZ DEFAULT NOW(),
    first_reply_at TIMESTAMPTZ NULL,
    last_reply_at TIMESTAMPTZ NULL,
    closed_at TIMESTAMPTZ NULL,
    resolved_at TIMESTAMPTZ NULL,

	"subject" TEXT NULL,
	waiting_since TIMESTAMPTZ NULL,
	last_message_at TIMESTAMPTZ NULL,
	last_message TEXT NULL,
	last_message_sender message_sender_type NULL,
	last_message_sender_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
	last_interaction TEXT NULL,
	last_interaction_sender message_sender_type NULL,
	last_interaction_sender_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
	last_interaction_at TIMESTAMPTZ NULL,
	next_sla_deadline_at TIMESTAMPTZ NULL,
	snoozed_until TIMESTAMPTZ NULL,
	last_continuity_email_sent_at TIMESTAMPTZ NULL
);
CREATE INDEX index_conversations_on_assigned_user_id ON conversations (assigned_user_id);
CREATE INDEX index_conversations_on_assigned_team_id ON conversations (assigned_team_id);
CREATE INDEX index_conversations_on_snoozed_until ON conversations (snoozed_until);
CREATE INDEX index_conversations_on_contact_id ON conversations (contact_id);
CREATE INDEX index_conversations_on_inbox_id ON conversations (inbox_id);
CREATE INDEX index_conversations_on_status_id ON conversations (status_id);
CREATE INDEX index_conversations_on_priority_id ON conversations (priority_id);
CREATE INDEX index_conversations_on_created_at ON conversations (created_at);
CREATE INDEX index_conversations_on_resolved_at ON conversations (resolved_at);
CREATE INDEX index_conversations_on_last_message_at ON conversations (last_message_at);
CREATE INDEX index_conversations_on_last_interaction_at ON conversations (last_interaction_at);
CREATE INDEX index_conversations_on_next_sla_deadline_at ON conversations (next_sla_deadline_at);
CREATE INDEX index_conversations_on_waiting_since ON conversations (waiting_since);
CREATE INDEX index_conversations_on_last_continuity_email_sent_at ON conversations (last_continuity_email_sent_at);

DROP TABLE IF EXISTS conversation_messages CASCADE;
CREATE TABLE conversation_messages (
    id BIGSERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    "uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
    "type" message_type NOT NULL,
    status message_status NOT NULL,
    private BOOL DEFAULT FALSE NOT NULL,
    conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
    content_type content_type NULL,
    "content" TEXT NULL,
	text_content TEXT NULL,
    source_id TEXT NULL,
 	sender_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
    sender_type message_sender_type NOT NULL,
    meta JSONB DEFAULT '{}'::JSONB NULL
);
CREATE INDEX index_trgm_conversation_messages_on_text_content ON conversation_messages USING GIN (text_content gin_trgm_ops);
CREATE INDEX index_conversation_messages_on_conversation_id ON conversation_messages (conversation_id);
CREATE INDEX index_conversation_messages_on_created_at ON conversation_messages (created_at);
CREATE INDEX index_conversation_messages_on_source_id ON conversation_messages (source_id);
CREATE INDEX index_conversation_messages_on_status ON conversation_messages (status);
CREATE INDEX index_conversation_messages_on_conversation_id_and_created_at ON conversation_messages (conversation_id, created_at);

DROP TABLE IF EXISTS automation_rules CASCADE;
CREATE TABLE automation_rules (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    "name" TEXT NOT NULL,
    description TEXT NULL,
    "type" VARCHAR NOT NULL,
    rules JSONB NULL,
    events TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
    enabled BOOL DEFAULT TRUE NOT NULL,
	weight INT DEFAULT 0 NOT NULL,
	execution_mode automation_execution_mode DEFAULT 'all' NOT NULL,
    CONSTRAINT constraint_automation_rules_on_name CHECK (length("name") <= 140),
    CONSTRAINT constraint_automation_rules_on_description CHECK (length(description) <= 300)
);
CREATE INDEX index_automation_rules_on_enabled_and_weight ON automation_rules(enabled, weight);
CREATE INDEX index_automation_rules_on_type_and_weight ON automation_rules(type, weight);

DROP TABLE IF EXISTS conversation_drafts CASCADE;
CREATE TABLE conversation_drafts (
    id BIGSERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
    conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
    user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
    type TEXT NOT NULL DEFAULT 'reply',
    content TEXT NOT NULL,
	meta JSONB DEFAULT '{}'::jsonb NOT NULL,
	CONSTRAINT constraint_conversation_drafts_on_type CHECK (type IN ('reply', 'private_note'))
);
CREATE UNIQUE INDEX index_uniq_conversation_drafts_on_conversation_id_and_user_id_and_type ON conversation_drafts (conversation_id, user_id, type);

DROP TABLE IF EXISTS macros CASCADE;
CREATE TABLE macros (
   id SERIAL PRIMARY KEY,
   created_at TIMESTAMPTZ DEFAULT NOW(),
   updated_at TIMESTAMPTZ DEFAULT NOW(),
   name TEXT NOT NULL,
   actions JSONB DEFAULT '{}'::jsonb NOT NULL,
   visibility macro_visibility NOT NULL,
   visible_when macro_visible_when[] NOT NULL DEFAULT ARRAY['replying', 'starting_conversation', 'adding_private_note']::macro_visible_when[],
   message_content TEXT NOT NULL,
   -- Cascade deletes when user is deleted.
   user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
   team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
   usage_count INT DEFAULT 0 NOT NULL,
   CONSTRAINT name_length CHECK (length(name) <= 140),
   CONSTRAINT message_content_length CHECK (length(message_content) <= 5000)
);

DROP TABLE IF EXISTS conversation_participants CASCADE;
CREATE TABLE conversation_participants (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	-- Cascade deletes when user or conversation is deleted.
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL
);
CREATE UNIQUE INDEX index_unique_conversation_participants_on_conversation_id_and_user_id ON conversation_participants (conversation_id, user_id);

DROP TABLE IF EXISTS conversation_mentions CASCADE;
CREATE TABLE conversation_mentions (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	message_id BIGINT REFERENCES conversation_messages(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	mentioned_user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
	mentioned_team_id INT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
	mentioned_by_user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	CONSTRAINT constraint_mention_target CHECK (
		(mentioned_user_id IS NOT NULL AND mentioned_team_id IS NULL) OR
		(mentioned_user_id IS NULL AND mentioned_team_id IS NOT NULL)
	)
);
CREATE INDEX index_conversation_mentions_on_mentioned_user_id ON conversation_mentions(mentioned_user_id);
CREATE INDEX index_conversation_mentions_on_mentioned_team_id ON conversation_mentions(mentioned_team_id);
CREATE INDEX index_conversation_mentions_on_conversation_id ON conversation_mentions(conversation_id);

DROP TABLE IF EXISTS conversation_last_seen CASCADE;
CREATE TABLE conversation_last_seen (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	last_seen_at TIMESTAMPTZ DEFAULT NOW() NOT NULL
);
CREATE UNIQUE INDEX index_unique_conversation_last_seen ON conversation_last_seen (conversation_id, user_id);

DROP TABLE IF EXISTS media CASCADE;
CREATE TABLE media (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"uuid" uuid DEFAULT gen_random_uuid() NOT NULL UNIQUE,
	store "media_store" NOT NULL,
	filename TEXT NOT NULL,
	content_type TEXT NOT NULL,
	content_id TEXT NULL,
	model_id INT NULL,
	model_type TEXT NULL,
	disposition media_disposition NULL,
	"size" INT NULL,
	meta jsonb DEFAULT '{}'::jsonb NOT NULL,
	private BOOLEAN NOT NULL DEFAULT true,
	CONSTRAINT constraint_media_on_filename CHECK (length(filename) <= 1000),
	CONSTRAINT constraint_media_on_content_id CHECK (length(content_id) <= 300)
);
CREATE INDEX index_media_on_model_type_and_model_id ON media(model_type, model_id);
CREATE INDEX index_media_on_content_id ON media(content_id);

DROP TABLE IF EXISTS oidc CASCADE;
CREATE TABLE oidc (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NULL,
	provider_url TEXT NOT NULL,
	client_id TEXT NOT NULL,
	client_secret TEXT NOT NULL,
	enabled bool DEFAULT TRUE NOT NULL,
	provider VARCHAR NULL,
	logo_url TEXT NOT NULL DEFAULT '',
	CONSTRAINT constraint_oidc_on_name CHECK (length("name") <= 140)
);

DROP TABLE IF EXISTS settings CASCADE;
CREATE TABLE settings (
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"key" TEXT NOT NULL UNIQUE,
	value jsonb DEFAULT '{}'::jsonb NOT NULL,
	CONSTRAINT settings_key_key UNIQUE ("key")
);
CREATE INDEX index_settings_on_key ON settings USING btree ("key");

DROP TABLE IF EXISTS tags CASCADE;
CREATE TABLE tags (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NOT NULL UNIQUE,
	CONSTRAINT constraint_tags_on_name CHECK (length("name") <= 140)
);

DROP TABLE IF EXISTS team_members CASCADE;
CREATE TABLE team_members (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	-- Cascade deletes when team or user is deleted.
	team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	emoji TEXT NULL,
	CONSTRAINT constraint_team_members_on_emoji CHECK (length(emoji) <= 1)
);
CREATE UNIQUE INDEX index_unique_team_members_on_team_id_and_user_id ON team_members (team_id, user_id);
CREATE INDEX index_team_members_on_user_id ON team_members (user_id);

DROP TABLE IF EXISTS templates CASCADE;
CREATE TABLE templates (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	type template_type NOT NULL,
	body TEXT NOT NULL,
	is_default bool DEFAULT false NOT NULL,
	"name" TEXT NOT NULL,
	subject TEXT NULL,
	is_builtin bool DEFAULT false NOT NULL,
	CONSTRAINT constraint_templates_on_name CHECK (length("name") <= 140),
	CONSTRAINT constraint_templates_on_subject CHECK (length(subject) <= 1000)
);
CREATE UNIQUE INDEX index_unique_templates_on_is_default_when_is_default_is_true ON templates USING btree (is_default)
WHERE (is_default = true);

DROP TABLE IF EXISTS conversation_tags CASCADE;
CREATE TABLE conversation_tags (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	-- Cascade deletes when tag or conversation is deleted.
	tag_id INT REFERENCES tags(id) ON DELETE CASCADE ON UPDATE CASCADE,
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE
);
CREATE UNIQUE INDEX index_conversation_tags_on_conversation_id_and_tag_id ON conversation_tags (conversation_id, tag_id);

DROP TABLE IF EXISTS csat_responses CASCADE;
CREATE TABLE csat_responses (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ DEFAULT NOW(),
    updated_at TIMESTAMPTZ DEFAULT NOW(),
	uuid UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,

	-- Cascade deletes when conversation is deleted.
    conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,

    rating INT DEFAULT 0 NOT NULL,
    feedback TEXT NULL,
    meta JSONB DEFAULT '{}' NOT NULL,
    response_timestamp TIMESTAMPTZ NULL,
    CONSTRAINT constraint_csat_responses_on_rating CHECK (rating >= 0 AND rating <= 5),
    CONSTRAINT constraint_csat_responses_on_feedback CHECK (length(feedback) <= 1000)
);
CREATE INDEX index_csat_responses_on_uuid ON csat_responses(uuid);
CREATE INDEX index_csat_responses_on_conversation_id ON csat_responses(conversation_id);
CREATE INDEX index_csat_responses_on_created_at ON csat_responses(created_at);

DROP TABLE IF EXISTS views CASCADE;
CREATE TABLE views (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
    updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
    name TEXT NOT NULL,
    filters JSONB NOT NULL,
    visibility view_visibility NOT NULL DEFAULT 'user',
    -- Delete user views when user / team is deleted.
    user_id BIGINT REFERENCES users (id) ON DELETE CASCADE ON UPDATE CASCADE,
    team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
    CONSTRAINT constraint_views_on_name CHECK (length(name) <= 140),
    CONSTRAINT constraint_views_visibility_user CHECK (visibility != 'user' OR user_id IS NOT NULL),
    CONSTRAINT constraint_views_visibility_team CHECK (visibility != 'team' OR team_id IS NOT NULL)
);
CREATE INDEX index_views_on_user_id ON views(user_id);
CREATE INDEX index_views_on_visibility ON views(visibility);
CREATE INDEX index_views_on_team_id ON views(team_id);

DROP TABLE IF EXISTS applied_slas CASCADE;
CREATE TABLE applied_slas (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),

	status applied_sla_status DEFAULT 'pending' NOT NULL,

	-- Cascade deletes when conversation or SLA policy is deleted.
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,

	first_response_deadline_at TIMESTAMPTZ NULL,
	resolution_deadline_at TIMESTAMPTZ NULL,
	first_response_breached_at TIMESTAMPTZ NULL,
	resolution_breached_at TIMESTAMPTZ NULL,
	first_response_met_at TIMESTAMPTZ NULL,
	resolution_met_at TIMESTAMPTZ NULL
);
CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
CREATE INDEX index_applied_slas_on_status ON applied_slas(status);
CREATE INDEX index_applied_slas_on_created_at ON applied_slas(created_at);
CREATE UNIQUE INDEX index_applied_slas_unique_pending_per_conv ON applied_slas(conversation_id) WHERE status = 'pending';

DROP TABLE IF EXISTS sla_events CASCADE;
CREATE TABLE sla_events (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	status sla_event_status DEFAULT 'pending' NOT NULL,
	applied_sla_id BIGINT REFERENCES applied_slas(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	sla_policy_id INT REFERENCES sla_policies(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	type sla_metric NOT NULL,
	deadline_at TIMESTAMPTZ NOT NULL,
	met_at TIMESTAMPTZ,
	breached_at TIMESTAMPTZ
);
CREATE INDEX index_sla_events_on_applied_sla_id ON sla_events(applied_sla_id);
CREATE INDEX index_sla_events_on_status ON sla_events(status);
CREATE INDEX index_sla_events_on_created_at ON sla_events(created_at);

DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
CREATE TABLE scheduled_sla_notifications (
  id BIGSERIAL PRIMARY KEY,
  created_at TIMESTAMPTZ DEFAULT NOW(),
  updated_at TIMESTAMPTZ DEFAULT NOW(),
  applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
  sla_event_id BIGINT REFERENCES sla_events(id) ON DELETE CASCADE,
  metric sla_metric NOT NULL,
  notification_type sla_notification_type NOT NULL,
  recipients TEXT[] NOT NULL,
  send_at TIMESTAMPTZ NOT NULL,
  processed_at TIMESTAMPTZ
);
CREATE INDEX index_scheduled_sla_notifications_on_send_at ON scheduled_sla_notifications(send_at);
CREATE INDEX index_scheduled_sla_notifications_on_processed_at ON scheduled_sla_notifications(processed_at);

DROP TABLE IF EXISTS ai_providers CASCADE;
CREATE TABLE ai_providers (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	name TEXT NOT NULL UNIQUE,
	provider ai_provider NOT NULL,
	type TEXT NOT NULL DEFAULT 'completion',
	config JSONB NOT NULL DEFAULT '{}',
	is_default BOOLEAN NOT NULL DEFAULT FALSE,
	CONSTRAINT constraint_ai_providers_on_name CHECK (length(name) <= 140),
	CONSTRAINT constraint_ai_providers_on_type CHECK (type IN ('completion', 'embedding'))
);
CREATE UNIQUE INDEX index_unique_ai_providers_on_is_default_when_is_default_is_true ON ai_providers USING btree (is_default)
WHERE (is_default = true);
CREATE UNIQUE INDEX index_unique_ai_providers_on_type ON ai_providers(type);

DROP TABLE IF EXISTS ai_prompts CASCADE;
CREATE TABLE ai_prompts (
    id SERIAL PRIMARY KEY,
    created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
    updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	title TEXT NOT NULL,
    key TEXT NOT NULL UNIQUE,
    content TEXT NOT NULL,
	CONSTRAINT constraint_prompts_on_title CHECK (length(title) <= 140),
    CONSTRAINT constraint_prompts_on_key CHECK (length(key) <= 140)
);
CREATE INDEX index_ai_prompts_on_key ON ai_prompts USING btree (key);

DROP TABLE IF EXISTS ai_knowledge_base CASCADE;
CREATE TABLE ai_knowledge_base (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	type ai_knowledge_type NOT NULL DEFAULT 'snippet',
	title TEXT NOT NULL DEFAULT '',
	content TEXT NOT NULL,
	enabled BOOLEAN NOT NULL DEFAULT true,
	source TEXT NOT NULL DEFAULT 'manual',
	source_url TEXT NOT NULL DEFAULT '',
	embedded_fingerprint TEXT NOT NULL DEFAULT ''
);
CREATE INDEX index_ai_knowledge_base_on_type_enabled ON ai_knowledge_base(type, enabled);

DROP TABLE IF EXISTS embeddings CASCADE;
CREATE TABLE embeddings (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	source_type TEXT NOT NULL,
	source_id BIGINT NOT NULL,
	chunk_text TEXT NOT NULL,
	embedding BYTEA,
	dimensions INTEGER NOT NULL DEFAULT 0,
	meta JSONB NOT NULL DEFAULT '{}'
);
CREATE INDEX index_embeddings_on_source_type_source_id ON embeddings(source_type, source_id);

DROP TABLE IF EXISTS help_centers CASCADE;
CREATE TABLE help_centers (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	name TEXT NOT NULL,
	slug TEXT NOT NULL UNIQUE,
	page_title TEXT NOT NULL DEFAULT '',
	meta_description TEXT NOT NULL DEFAULT '',
	custom_css TEXT NOT NULL DEFAULT '',
	custom_js TEXT NOT NULL DEFAULT '',
	default_locale TEXT NOT NULL DEFAULT 'en',
	allowed_locales JSONB NOT NULL DEFAULT '["en"]',
	is_active BOOLEAN NOT NULL DEFAULT true,
	theme JSONB NOT NULL DEFAULT '{}',
	custom_domain TEXT NOT NULL DEFAULT '',
	template TEXT NOT NULL DEFAULT 'classic',
	livechat_inbox_id INTEGER NULL REFERENCES inboxes(id) ON DELETE SET NULL,
	CONSTRAINT constraint_help_centers_on_template CHECK (template IN ('docs', 'classic'))
);

DROP TABLE IF EXISTS article_collections CASCADE;
CREATE TABLE article_collections (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	help_center_id INTEGER NOT NULL REFERENCES help_centers(id) ON DELETE CASCADE,
	slug TEXT NOT NULL,
	parent_id INTEGER NULL REFERENCES article_collections(id) ON DELETE CASCADE,
	locale TEXT NOT NULL DEFAULT 'en',
	name TEXT NOT NULL,
	description TEXT NOT NULL DEFAULT '',
	icon TEXT NOT NULL DEFAULT '',
	sort_order INTEGER NOT NULL DEFAULT 0,
	is_published BOOLEAN NOT NULL DEFAULT false
);
CREATE UNIQUE INDEX index_unique_article_collections_on_help_center_slug_locale ON article_collections(help_center_id, slug, locale);
CREATE INDEX index_article_collections_on_help_center_id ON article_collections(help_center_id);
CREATE INDEX index_article_collections_on_parent_id ON article_collections(parent_id);

DROP TABLE IF EXISTS help_articles CASCADE;
CREATE TABLE help_articles (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	collection_id INTEGER NOT NULL REFERENCES article_collections(id) ON DELETE CASCADE,
	author_id BIGINT NULL REFERENCES users(id) ON DELETE SET NULL,
	created_by BIGINT NULL REFERENCES users(id) ON DELETE SET NULL,
	translation_group_id UUID NOT NULL DEFAULT gen_random_uuid(),
	slug TEXT NOT NULL,
	locale TEXT NOT NULL DEFAULT 'en',
	title TEXT NOT NULL,
	content TEXT NOT NULL DEFAULT '',
	excerpt TEXT NOT NULL DEFAULT '',
	meta_title TEXT NOT NULL DEFAULT '',
	meta_description TEXT NOT NULL DEFAULT '',
	meta_image_url TEXT NOT NULL DEFAULT '',
	sort_order INTEGER NOT NULL DEFAULT 0,
	status TEXT NOT NULL DEFAULT 'draft',
	view_count INTEGER NOT NULL DEFAULT 0,
	ai_enabled BOOLEAN NOT NULL DEFAULT false,
	embedded_fingerprint TEXT NOT NULL DEFAULT '',
	-- left() caps the indexed body below the 1MB tsvector limit so oversized articles still save.
	search_tsv TSVECTOR GENERATED ALWAYS AS (
		setweight(to_tsvector(help_article_search_config(locale), title), 'A') ||
		setweight(to_tsvector(help_article_search_config(locale), excerpt), 'B') ||
		setweight(to_tsvector(help_article_search_config(locale), left(content, 100000)), 'C')
	) STORED,
	CONSTRAINT constraint_help_articles_on_status CHECK (status IN ('draft', 'published'))
);
CREATE UNIQUE INDEX index_unique_help_articles_on_collection_slug_locale ON help_articles(collection_id, slug, locale);
CREATE UNIQUE INDEX index_unique_help_articles_on_translation_group_locale ON help_articles(translation_group_id, locale);
CREATE INDEX index_help_articles_on_collection_id ON help_articles(collection_id);
CREATE INDEX index_help_articles_on_author_id ON help_articles(author_id);
CREATE INDEX index_help_articles_on_title_trgm ON help_articles USING gin (title gin_trgm_ops);
CREATE INDEX index_help_articles_on_content_trgm ON help_articles USING gin (content gin_trgm_ops);
CREATE INDEX index_help_articles_on_search_tsv ON help_articles USING gin (search_tsv);

DROP TABLE IF EXISTS help_article_feedback CASCADE;
CREATE TABLE help_article_feedback (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	article_id INTEGER NOT NULL REFERENCES help_articles(id) ON DELETE CASCADE,
	is_helpful BOOLEAN NOT NULL
);
CREATE INDEX index_help_article_feedback_on_article_id ON help_article_feedback(article_id);

DROP TABLE IF EXISTS help_search_queries CASCADE;
CREATE TABLE help_search_queries (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	help_center_id INTEGER NOT NULL REFERENCES help_centers(id) ON DELETE CASCADE,
	query TEXT NOT NULL,
	results_count INTEGER NOT NULL DEFAULT 0
);
CREATE INDEX index_help_search_queries_on_help_center_id ON help_search_queries(help_center_id);

DROP TABLE IF EXISTS ai_tools CASCADE;
CREATE TABLE ai_tools (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	name TEXT NOT NULL UNIQUE,
	description TEXT NOT NULL DEFAULT '',
	url TEXT NOT NULL,
	method TEXT NOT NULL DEFAULT 'POST',
	auth JSONB NOT NULL DEFAULT '{}',
	parameters JSONB NOT NULL DEFAULT '{}',
	enabled BOOLEAN NOT NULL DEFAULT true,
	requires_verification BOOLEAN NOT NULL DEFAULT true,
	copilot_enabled BOOLEAN NOT NULL DEFAULT false,
	generate_reply_enabled BOOLEAN NOT NULL DEFAULT false,
	requires_agent_approval BOOLEAN NOT NULL DEFAULT true,
	CONSTRAINT constraint_ai_tools_on_name CHECK (name ~ '^[a-zA-Z0-9_-]+$' AND length(name) <= 64)
);

DROP TABLE IF EXISTS ai_assistants CASCADE;
CREATE TABLE ai_assistants (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	user_id BIGINT NOT NULL UNIQUE REFERENCES users(id) ON DELETE CASCADE,
	description TEXT NOT NULL DEFAULT '',
	instructions TEXT NOT NULL DEFAULT '',
	guardrails TEXT NOT NULL DEFAULT '',
	expectation TEXT NOT NULL DEFAULT '',
	tone TEXT NOT NULL DEFAULT 'professional',
	response_length TEXT NOT NULL DEFAULT 'balanced',
	max_turns INTEGER NOT NULL DEFAULT 6,
	fallback_team_id INTEGER NULL REFERENCES teams(id) ON DELETE SET NULL,
	handoff_enabled BOOLEAN NOT NULL DEFAULT true,
	languages TEXT[] NOT NULL DEFAULT '{}',
	enabled BOOLEAN NOT NULL DEFAULT true,
	CONSTRAINT constraint_ai_assistants_on_tone CHECK (tone IN ('friendly', 'professional', 'neutral', 'casual')),
	CONSTRAINT constraint_ai_assistants_on_response_length CHECK (response_length IN ('concise', 'balanced', 'detailed')),
	CONSTRAINT constraint_ai_assistants_on_max_turns CHECK (max_turns > 0 AND max_turns <= 20)
);
CREATE INDEX index_ai_assistants_on_user_id ON ai_assistants(user_id);

DROP TABLE IF EXISTS ai_assistant_tools CASCADE;
CREATE TABLE ai_assistant_tools (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	assistant_id INTEGER NOT NULL REFERENCES ai_assistants(id) ON DELETE CASCADE,
	tool_id INTEGER NOT NULL REFERENCES ai_tools(id) ON DELETE CASCADE
);
CREATE UNIQUE INDEX index_unique_ai_assistant_tools ON ai_assistant_tools(assistant_id, tool_id);
CREATE INDEX index_ai_assistant_tools_on_assistant_id ON ai_assistant_tools(assistant_id);

DROP TABLE IF EXISTS ai_agent_events CASCADE;
CREATE TABLE ai_agent_events (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	assistant_id INTEGER NOT NULL REFERENCES ai_assistants(id) ON DELETE CASCADE,
	conversation_id BIGINT NOT NULL REFERENCES conversations(id) ON DELETE CASCADE,
	type TEXT NOT NULL,
	CONSTRAINT constraint_ai_agent_events_on_type CHECK (type IN ('handoff', 'resolve'))
);
CREATE INDEX index_ai_agent_events_on_assistant_type_created ON ai_agent_events(assistant_id, type, created_at);
CREATE INDEX index_ai_agent_events_on_conversation_id ON ai_agent_events(conversation_id);

DROP TABLE IF EXISTS copilot_messages CASCADE;
CREATE TABLE copilot_messages (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	conversation_id BIGINT NOT NULL REFERENCES conversations(id) ON DELETE CASCADE,
	user_id BIGINT NOT NULL REFERENCES users(id) ON DELETE CASCADE,
	"role" TEXT NOT NULL,
	content TEXT NOT NULL,
	CONSTRAINT constraint_copilot_messages_on_role CHECK ("role" IN ('user', 'assistant'))
);
CREATE INDEX index_copilot_messages_on_conversation_user ON copilot_messages(conversation_id, user_id, id);

DROP TABLE IF EXISTS ai_faq_suggestions CASCADE;
CREATE TABLE ai_faq_suggestions (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
	conversation_id BIGINT NOT NULL REFERENCES conversations(id) ON DELETE CASCADE,
	question TEXT NOT NULL,
	answer TEXT NOT NULL,
	status TEXT NOT NULL DEFAULT 'pending',
	reviewed_by_id BIGINT NULL REFERENCES users(id) ON DELETE SET NULL,
	reviewed_at TIMESTAMPTZ NULL,
	CONSTRAINT constraint_ai_faq_suggestions_on_status CHECK (status IN ('pending', 'approved', 'rejected'))
);
CREATE INDEX index_ai_faq_suggestions_on_status_created ON ai_faq_suggestions(status, created_at);
CREATE INDEX index_ai_faq_suggestions_on_conversation_id ON ai_faq_suggestions(conversation_id);

DROP TABLE IF EXISTS custom_attribute_definitions CASCADE;
CREATE TABLE custom_attribute_definitions (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	"name" TEXT NOT NULL,
	description TEXT NOT NULL,
	applies_to TEXT NOT NULL,
	key TEXT NOT NULL,
	values TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
	data_type TEXT NOT NULL,
	regex TEXT NULL,
	regex_hint TEXT NULL,
	CONSTRAINT constraint_custom_attribute_definitions_on_name CHECK (length("name") <= 140),
	CONSTRAINT constraint_custom_attribute_definitions_on_description CHECK (length(description) <= 300),
	CONSTRAINT constraint_custom_attribute_definitions_on_key CHECK (length(key) <= 140),
	CONSTRAINT constraint_custom_attribute_definitions_on_applies_to CHECK (length(applies_to) <= 50),
	CONSTRAINT constraint_custom_attribute_definitions_on_data_type CHECK (length(data_type) <= 100),
	CONSTRAINT constraint_custom_attribute_definitions_on_regex CHECK (length(regex) <= 1000),
	CONSTRAINT constraint_custom_attribute_definitions_on_regex_hint CHECK (length(regex_hint) <= 1000),
	CONSTRAINT constraint_custom_attribute_definitions_key_applies_to_unique UNIQUE (key, applies_to)
);

DROP TABLE IF EXISTS contact_notes CASCADE;
CREATE TABLE contact_notes (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	contact_id BIGINT NOT NULL REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
	note TEXT NOT NULL,
	user_id BIGINT NOT NULL REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE
);
CREATE INDEX index_contact_notes_on_contact_id_created_at ON contact_notes (contact_id, created_at);

DROP TABLE IF EXISTS activity_logs CASCADE;
CREATE TABLE activity_logs (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	activity_type activity_log_type NOT NULL,
	activity_description TEXT NOT NULL,
	actor_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	target_model_type TEXT NOT NULL,
	target_model_id BIGINT NOT NULL,
	ip INET
);
CREATE INDEX IF NOT EXISTS index_activity_logs_on_actor_id ON activity_logs (actor_id);
CREATE INDEX IF NOT EXISTS index_activity_logs_on_activity_type ON activity_logs (activity_type);
CREATE INDEX IF NOT EXISTS index_activity_logs_on_created_at ON activity_logs (created_at);

DROP TABLE IF EXISTS webhooks CASCADE;
CREATE TABLE webhooks (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	name TEXT NOT NULL,
	url TEXT NOT NULL,
	events webhook_event[] NOT NULL DEFAULT '{}',
	secret TEXT DEFAULT '',
	is_active BOOLEAN DEFAULT true,
	CONSTRAINT constraint_webhooks_on_name CHECK (length(name) <= 255),
	CONSTRAINT constraint_webhooks_on_url CHECK (length(url) <= 2048),
	CONSTRAINT constraint_webhooks_on_secret CHECK (length(secret) <= 255),
	CONSTRAINT constraint_webhooks_on_events_not_empty CHECK (array_length(events, 1) > 0)
);

DROP TABLE IF EXISTS context_links CASCADE;
CREATE TABLE context_links (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	name TEXT NOT NULL,
	url_template TEXT NOT NULL,
	signing_secret TEXT NOT NULL DEFAULT '',
	token_expiry_seconds INT NOT NULL DEFAULT 1200,
	is_active BOOLEAN DEFAULT true,
	CONSTRAINT constraint_context_links_on_name CHECK (length(name) <= 255),
	CONSTRAINT constraint_context_links_on_url_template CHECK (length(url_template) <= 2048),
	CONSTRAINT constraint_context_links_on_signing_secret CHECK (length(signing_secret) <= 500)
);

DROP TABLE IF EXISTS user_notifications CASCADE;
CREATE TABLE user_notifications (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	notification_type user_notification_type NOT NULL,
	title TEXT NOT NULL,
	body TEXT NULL,
	is_read BOOLEAN DEFAULT FALSE NOT NULL,
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
	message_id BIGINT REFERENCES conversation_messages(id) ON DELETE CASCADE ON UPDATE CASCADE,
	actor_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
	meta JSONB DEFAULT '{}'::jsonb NOT NULL,
	CONSTRAINT constraint_user_notifications_on_title CHECK (length(title) <= 500),
	CONSTRAINT constraint_user_notifications_on_body CHECK (length(body) <= 2000)
);
CREATE INDEX index_user_notifications_on_user_id ON user_notifications(user_id);
CREATE INDEX index_user_notifications_on_user_id_is_read ON user_notifications(user_id, is_read);
CREATE INDEX index_user_notifications_on_created_at ON user_notifications(created_at);
CREATE INDEX index_user_notifications_on_conversation_id ON user_notifications(conversation_id);

DROP TABLE IF EXISTS user_notification_preferences CASCADE;
CREATE TABLE user_notification_preferences (
	id SERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	notification_type user_notification_type NOT NULL,
	channel notification_channel NOT NULL,
	enabled BOOLEAN NOT NULL DEFAULT TRUE,
	CONSTRAINT constraint_uniq_user_notification_preferences UNIQUE (user_id, notification_type, channel)
);

DROP TABLE IF EXISTS notification_push_subscriptions CASCADE;
CREATE TABLE notification_push_subscriptions (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	endpoint TEXT NOT NULL UNIQUE,
	p256dh TEXT NOT NULL,
	auth TEXT NOT NULL
);
CREATE INDEX index_notification_push_subscriptions_on_user_id ON notification_push_subscriptions(user_id);

DROP TABLE IF EXISTS notification_email_queue CASCADE;
CREATE TABLE notification_email_queue (
	id BIGSERIAL PRIMARY KEY,
	created_at TIMESTAMPTZ DEFAULT NOW(),
	updated_at TIMESTAMPTZ DEFAULT NOW(),
	user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
	notification_id BIGINT REFERENCES user_notifications(id) ON DELETE CASCADE ON UPDATE CASCADE,
	notification_type user_notification_type NOT NULL,
	conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE,
	recipient_email TEXT NOT NULL,
	subject TEXT NOT NULL,
	content TEXT NOT NULL,
	queued_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
	send_at TIMESTAMPTZ NOT NULL,
	attempts INTEGER NOT NULL DEFAULT 0,
	CONSTRAINT constraint_uniq_notification_email_queue UNIQUE (user_id, notification_type, conversation_id)
);
CREATE INDEX index_notification_email_queue_on_send_at ON notification_email_queue(send_at);

DROP TABLE IF EXISTS widget_campaign_deliveries CASCADE;
CREATE TABLE widget_campaign_deliveries (
    id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
    campaign_id UUID NOT NULL,
    inbox_id INTEGER NOT NULL REFERENCES inboxes(id) ON DELETE CASCADE,
    browser_key UUID NOT NULL,
    session_key UUID NOT NULL,
    contact_id BIGINT REFERENCES users(id) ON DELETE SET NULL,
    snapshot JSONB NOT NULL,
    created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
    displayed BOOLEAN NOT NULL DEFAULT FALSE,
    opened BOOLEAN NOT NULL DEFAULT FALSE,
    dismissed BOOLEAN NOT NULL DEFAULT FALSE,
    replied BOOLEAN NOT NULL DEFAULT FALSE,
    conversation_uuid UUID REFERENCES conversations(uuid) ON DELETE SET NULL
);
CREATE INDEX idx_widget_campaign_browser ON widget_campaign_deliveries(inbox_id, browser_key, created_at DESC);
CREATE INDEX idx_widget_campaign_contact ON widget_campaign_deliveries(inbox_id, contact_id, created_at DESC) WHERE contact_id IS NOT NULL;
CREATE INDEX idx_widget_campaign_stats ON widget_campaign_deliveries(inbox_id, campaign_id, created_at);

INSERT INTO ai_providers
("name", provider, type, config, is_default)
VALUES
('openai', 'openai', 'completion', '{"api_key": ""}'::jsonb, true),
('embedding', 'openai', 'embedding', '{"api_key": ""}'::jsonb, false);

-- Default AI prompts
INSERT INTO ai_prompts ("key", "content", title)
VALUES
('make_friendly', 'Modify the text to make it more friendly and approachable.', 'Make Friendly'),
('make_concise', 'Simplify the text to make it more concise and to the point.', 'Make Concise'),
('add_empathy', 'Add empathy to the text while retaining the original meaning.', 'Add Empathy'),
('adjust_positive_tone', 'Adjust the tone of the text to make it sound more positive and reassuring.', 'Adjust Positive Tone'),
('make_professional', 'Rephrase the text to make it sound more formal and professional and to the point.', 'Make Professional'),
('fix_grammar_spelling', 'Fix any spelling and grammar mistakes in the text while retaining the original meaning and tone.', 'Fix Grammar & Spelling');

-- Default settings
INSERT INTO settings ("key", value)
VALUES
    ('app.lang', '"en-US"'::jsonb),
    ('app.root_url', '"http://localhost:9000"'::jsonb),
    ('app.logo_url', '""'::jsonb),
    ('app.site_name', '"libredesk"'::jsonb),
    ('app.favicon_url', '"http://localhost:9000/favicon.ico"'::jsonb),
    ('app.max_file_upload_size', '20'::jsonb),
    ('app.allowed_file_upload_extensions', '["*"]'::jsonb),
	('app.timezone', '"Asia/Kolkata"'::jsonb),
	('app.business_hours_id', '""'::jsonb),
	('app.show_conversation_subject', 'true'::jsonb),
	('ai_agent.faq_learning_enabled', 'false'::jsonb),
    ('notification.email.username', '"admin@yourcompany.com"'::jsonb),
    ('notification.email.host', '""'::jsonb),
    ('notification.email.port', '587'::jsonb),
    ('notification.email.password', '""'::jsonb),
    ('notification.email.max_conns', '5'::jsonb),
    ('notification.email.idle_timeout', '"25s"'::jsonb),
    ('notification.email.wait_timeout', '"60s"'::jsonb),
    ('notification.email.auth_protocol', '"plain"'::jsonb),
	('notification.email.tls_type', '"starttls"'::jsonb),
	('notification.email.tls_skip_verify', 'false'::jsonb),
	('notification.email.hello_hostname', '""'::jsonb),
    ('notification.email.email_address', '"admin@yourcompany.com"'::jsonb),
    ('notification.email.max_msg_retries', '3'::jsonb),
    ('notification.email.enabled', 'false'::jsonb),
    ('notification.push.vapid_public_key', '""'::jsonb),
    ('notification.push.vapid_private_key', '""'::jsonb);

-- Default conversation priorities
INSERT INTO conversation_priorities (name) VALUES
('Low'),
('Medium'),
('High');

-- Default conversation statuses
INSERT INTO conversation_statuses (name, category) VALUES
('Open', 'open'),
('Snoozed', 'waiting'),
('Resolved', 'resolved'),
('Closed', 'resolved');

-- Default roles
INSERT INTO
	roles ("name", description, permissions)
VALUES
	(
		'Agent',
		'Role for all agents with limited access to conversations.',
		'{conversations:read_all,conversations:read_unassigned,conversations:read_assigned,conversations:read_team_inbox,conversations:read_team_all,conversations:read,conversations:update_user_assignee,conversations:update_team_assignee,conversations:update_priority,conversations:update_status,conversations:update_tags,messages:read,messages:write,messages:write_private,view:manage}'
	);

INSERT INTO
	roles ("name", description, permissions)
VALUES
	(
		'Admin',
		'Role for users who have complete access to everything.',
		'{webhooks:manage,context_links:manage,activity_logs:manage,custom_attributes:manage,contacts:read_all,contacts:read,contacts:write,contacts:block,contacts:delete,contacts:export,contact_notes:read,contact_notes:write,contact_notes:delete,conversations:write,ai:manage,help_center:manage,general_settings:manage,notification_settings:manage,oidc:manage,conversations:read_all,conversations:read_unassigned,conversations:read_assigned,conversations:read_team_inbox,conversations:read_team_all,conversations:read,conversations:update_user_assignee,conversations:update_team_assignee,conversations:update_priority,conversations:update_status,conversations:update_tags,messages:read,messages:write,messages:write_private,view:manage,shared_views:manage,status:manage,tags:manage,macros:manage,users:manage,teams:manage,automations:manage,inboxes:manage,roles:manage,reports:manage,templates:manage,business_hours:manage,sla:manage}'
	);


-- Email notification templates
INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES('email_notification'::template_type, '
<p>A new conversation has been assigned to you:</p>

<div>
    Reference number: {{ .Conversation.ReferenceNumber }} <br>
    Subject: {{ .Conversation.Subject }}
</div>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>

<div>
    Best regards,<br>
    Libredesk
</div>

', false, 'Conversation assigned', 'New conversation assigned to you', true);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES('email_notification'::template_type, '
<p>{{ .Author.FullName }} replied to a conversation assigned to you:</p>

<div>
    Reference number: {{ .Conversation.ReferenceNumber }} <br>
    Subject: {{ .Conversation.Subject }}
</div>

<blockquote style="background-color: #f5f5f5; padding: 12px; margin: 16px 0; border-left: 4px solid #ddd;">
{{ .Message.Content }}
</blockquote>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>

<div>
    Best regards,<br>
    Libredesk
</div>

', false, 'New reply from contact', 'New reply on conversation #{{ .Conversation.ReferenceNumber }}', true);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES('email_notification'::template_type, '
<p>{{ .Author.FullName }} replied to a conversation you are participating in:</p>

<div>
    Reference number: {{ .Conversation.ReferenceNumber }} <br>
    Subject: {{ .Conversation.Subject }}
</div>

<blockquote style="background-color: #f5f5f5; padding: 12px; margin: 16px 0; border-left: 4px solid #ddd;">
{{ .Message.Content }}
</blockquote>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>

<div>
    Best regards,<br>
    Libredesk
</div>

', false, 'New reply on participating conversation', 'New reply on conversation #{{ .Conversation.ReferenceNumber }}', true);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES('email_notification'::template_type, '
<p>{{ .Author.FullName }} replied and reopened a conversation assigned to you:</p>

<div>
    Reference number: {{ .Conversation.ReferenceNumber }} <br>
    Subject: {{ .Conversation.Subject }}
</div>

<blockquote style="background-color: #f5f5f5; padding: 12px; margin: 16px 0; border-left: 4px solid #ddd;">
{{ .Message.Content }}
</blockquote>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>

<div>
    Best regards,<br>
    Libredesk
</div>

', false, 'Conversation reopened', 'Conversation #{{ .Conversation.ReferenceNumber }} reopened', true);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
  'email_notification'::template_type,
  '

<p>This is a notification that the SLA for conversation {{ .Conversation.ReferenceNumber }} is approaching the SLA deadline for {{ .SLA.Metric }}.</p>

<p>
  Details:<br>
  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
  - Metric: {{ .SLA.Metric }}<br>
  - Due in: {{ .SLA.DueIn }}
</p>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>


<p>
  Best regards,<br>
  Libredesk
</p>

',
  false,
  'SLA breach warning',
  'SLA Alert: Conversation {{ .Conversation.ReferenceNumber }} is approaching SLA deadline for {{ .SLA.Metric }}',
  true
);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
  'email_notification'::template_type,
  '
<p>This is an urgent alert that the SLA for conversation {{ .Conversation.ReferenceNumber }} has been breached for {{ .SLA.Metric }}. Please take immediate action.</p>

<p>
  Details:<br>
  - Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
  - Metric: {{ .SLA.Metric }}<br>
  - Overdue by: {{ .SLA.OverdueBy }}
</p>

<p>
    <a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>


<p>
  Best regards,<br>
  Libredesk
</p>

',
  false,
  'SLA breached',
  'Urgent: SLA Breach for Conversation {{ .Conversation.ReferenceNumber }} for {{ .SLA.Metric }}',
  true
);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
  'email_notification'::template_type,
  '
<p>{{ .MentionedBy.FullName }} mentioned you in a private note on conversation #{{ .Conversation.ReferenceNumber }}.</p>

<blockquote style="background-color: #f5f5f5; padding: 12px; margin: 16px 0; border-left: 4px solid #ddd;">
{{ .Message.Content }}
</blockquote>

<p>
<a href="{{ RootURL }}/inboxes/mentioned/conversation/{{ .Conversation.UUID }}?scrollTo={{ .Message.UUID }}">View Conversation</a>
</p>

<p>
Best regards,<br>
libredesk
</p>
',
  false,
  'Mentioned in conversation',
  '{{ .MentionedBy.FullName }} mentioned you in conversation #{{ .Conversation.ReferenceNumber }}',
  true
);

INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
  'email_notification'::template_type,
  '
<p style="margin: 0 0 4px; font-size: 15px; color: #374151; text-align: center; line-height: 1.5;">
  Your conversation <strong style="color: #111827;">#{{ .Conversation.ReferenceNumber }}</strong> has been resolved.
</p>
<p style="margin: 0 0 28px; font-size: 13px; color: #9ca3af; text-align: center;">
  We would love to hear how it went.
</p>
<p style="margin: 0 0 20px; font-size: 14px; font-weight: 600; color: #374151; text-align: center;">
  How would you rate your experience?
</p>
<!-- Variable CSATUUID is also available -->
<div style="text-align: center; margin: 0 auto; max-width: 400px; font-size: 0;">
  <div style="display: inline-block; width: 72px; text-align: center; vertical-align: top; padding: 4px 0;">
    <a href="{{ .CSATLink }}?rating=1" style="text-decoration: none; display: block;">
      <span style="font-size: 34px; display: block; line-height: 1.4;">&#128546;</span>
      <span style="font-size: 10px; display: block; font-weight: 600; color: #b0b5bd; text-transform: uppercase; letter-spacing: 0.05em; margin-top: 4px;">Poor</span>
    </a>
  </div>
  <div style="display: inline-block; width: 72px; text-align: center; vertical-align: top; padding: 4px 0;">
    <a href="{{ .CSATLink }}?rating=2" style="text-decoration: none; display: block;">
      <span style="font-size: 34px; display: block; line-height: 1.4;">&#128533;</span>
      <span style="font-size: 10px; display: block; font-weight: 600; color: #b0b5bd; text-transform: uppercase; letter-spacing: 0.05em; margin-top: 4px;">Fair</span>
    </a>
  </div>
  <div style="display: inline-block; width: 72px; text-align: center; vertical-align: top; padding: 4px 0;">
    <a href="{{ .CSATLink }}?rating=3" style="text-decoration: none; display: block;">
      <span style="font-size: 34px; display: block; line-height: 1.4;">&#128522;</span>
      <span style="font-size: 10px; display: block; font-weight: 600; color: #b0b5bd; text-transform: uppercase; letter-spacing: 0.05em; margin-top: 4px;">Good</span>
    </a>
  </div>
  <div style="display: inline-block; width: 72px; text-align: center; vertical-align: top; padding: 4px 0;">
    <a href="{{ .CSATLink }}?rating=4" style="text-decoration: none; display: block;">
      <span style="font-size: 34px; display: block; line-height: 1.4;">&#128515;</span>
      <span style="font-size: 10px; display: block; font-weight: 600; color: #b0b5bd; text-transform: uppercase; letter-spacing: 0.05em; margin-top: 4px;">Great</span>
    </a>
  </div>
  <div style="display: inline-block; width: 72px; text-align: center; vertical-align: top; padding: 4px 0;">
    <a href="{{ .CSATLink }}?rating=5" style="text-decoration: none; display: block;">
      <span style="font-size: 34px; display: block; line-height: 1.4;">&#129321;</span>
      <span style="font-size: 10px; display: block; font-weight: 600; color: #b0b5bd; text-transform: uppercase; letter-spacing: 0.05em; margin-top: 4px;">Excellent</span>
    </a>
  </div>
</div>
',
  false,
  'CSAT request',
  '',
  true
);

-- Default business hours
INSERT INTO business_hours ("name", description, is_always_open, hours, holidays) VALUES
('Default', 'Default business hours, Monday to Friday, 09:00 to 17:00.', false, '{"Monday": {"open": "09:00", "close": "17:00"}, "Tuesday": {"open": "09:00", "close": "17:00"}, "Wednesday": {"open": "09:00", "close": "17:00"}, "Thursday": {"open": "09:00", "close": "17:00"}, "Friday": {"open": "09:00", "close": "17:00"}}'::jsonb, '[]'::jsonb);

-- Default SLA policy
INSERT INTO sla_policies ("name", description, first_response_time, resolution_time, next_response_time, notifications) VALUES
('Default', 'Default SLA policy, first response within 1 hour and resolution within 24 hours.', '1h', '24h', NULL, '[]'::jsonb);