generated from MokoConsulting/Template-Joomla
60 lines
2.4 KiB
Markdown
60 lines
2.4 KiB
Markdown
# MokoSuiteSupport
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Multi-channel customer support for Joomla 6 — website chat, Facebook Messenger, WhatsApp, unified agent inbox, CSAT.
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## Quick Reference
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| Field | Value |
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|---|---|
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| **Package** | `pkg_mokosuitesupport` |
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| **Layer** | Standalone (optional CRM integration) |
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| **Language** | PHP 8.3+ |
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| **Branch** | develop on `dev`, merge to `main` (protected) |
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| **Wiki** | [MokoSuiteSupport Wiki](https://git.mokoconsulting.tech/MokoConsulting/MokoSuiteSupport/wiki) |
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## Architecture
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Joomla **package** (`pkg_mokosuitesupport`) — standalone module, no MokoSuite dependencies required.
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### Optional Integrations
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- MokoSuiteClient (Layer 0) — base platform features
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- MokoSuiteCRM (Layer 1) — contact linking, ticket escalation
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- Uses `class_exists()` checks to gracefully degrade when CRM not present
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### Channels
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Website Chat · Facebook Messenger · WhatsApp Business · Instagram Direct (planned) · Email IMAP (planned)
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### Helpers (5)
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- `ConversationHelper` — create, message, unified inbox, assign, close with CSAT
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- `AgentHelper` — availability, auto-assign (least-busy), performance metrics
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- `CannedResponseHelper` — quick replies, keyword search, categories
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- `WebhookChannelHelper` — Facebook + WhatsApp inbound, conversation continuity
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- `CsatHelper` — scoring, by-channel breakdown, weekly trend
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### Key Patterns
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- Webhook handlers use `FOR UPDATE` transaction to prevent duplicate conversations on concurrent inbound
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- Auto-assign picks agent with lowest active conversation count
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- CSAT rating captured on conversation close (1-5 scale)
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## Source Directory
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- `source/pkg_mokosuitesupport.xml` — package manifest
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- `source/packages/` — sub-extensions
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## Rules
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- **Never commit** `.claude/`, `.mcp.json`, `TODO.md`, `*.min.css`/`*.min.js`
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- **Attribution**: `Authored-by: Moko Consulting`
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- **Workflow directory**: `.mokogitea/`
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- **Wiki**: documentation lives in the Gitea wiki, not `docs/` files
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- **Standards**: [MokoStandards](https://git.mokoconsulting.tech/MokoConsulting/MokoCLI/wiki)
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- **Changelog**: `[Unreleased]` only — release system assigns versions
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- **No mass email**: use Mailchimp/external services for bulk sending
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## Coding Standards
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- PHP 8.3+ / Joomla 6 patterns
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- `$this->getDatabase()` in models, `Factory::getContainer()->get(DatabaseInterface::class)` in helpers
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- `Factory::getApplication()->getIdentity()` for user
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- `FOR UPDATE` inside transactions for race-condition-prone operations
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