03 Business Modules

Scope:

• conversation
• routing
• agent
• ticket
• customer
• automation
• analytics
• voice

B1 conversation

• [x] Create internal/modules/conversation/domain
• [x] Create internal/modules/conversation/application
• [x] Create internal/modules/conversation/infra
• [x] Create internal/modules/conversation/delivery
• [x] Define Conversation
• [x] Define Participant
• [x] Define ConversationMessage
• [x] Define ChannelBinding
• [x] Define ConversationStatus
• [x] Implement CreateConversation
• [x] Implement ResumeConversation
• [x] Implement IngestTextMessage
• [x] Implement IngestSystemEvent
• [x] Publish conversation.created
• [x] Publish conversation.message_received
• [x] Add the conversation GORM repository, mapping the existing Session / Message models
• [x] WebSocketHub text-message persistence goes through the conversation adapter first, with the old direct DB write kept as fallback
• [x] The WebSocketHub "human agent has taken over" check goes through the conversation reader first, preventing the AI from replying first
• [x] WebSocketHub recent message history reads go through the conversation adapter first, reducing direct queries against the Message table

Acceptance:

• conversation becomes the unified interaction model

B2 routing

• [x] Create internal/modules/routing/domain
• [x] Create internal/modules/routing/application
• [x] Create internal/modules/routing/infra
• [x] Create internal/modules/routing/delivery
• [x] Define Assignment
• [x] Define QueueEntry
• [x] Define TransferRecord
• [x] Define AgentAvailabilityPolicy
• [x] Define SkillMatchPolicy
• [x] Define LoadBalancePolicy
• [x] Implement RequestHumanHandoff
• [x] Implement AssignAgent
• [x] Implement AddToWaitingQueue
• [x] Implement CancelWaiting
• [x] Publish routing.agent_assigned
• [x] Publish routing.transfer_completed
• [x] Add the routing GORM repository, mapping the existing TransferRecord / WaitingRecord models
• [x] The SessionTransferService waiting queue path starts delegating to the routing adapter, with the old notification/message logic retained

Acceptance:

• Replaces the existing session transfer cross-dependencies

B3 agent

• [x] Create internal/modules/agent/domain
• [x] Create internal/modules/agent/application
• [x] Create internal/modules/agent/infra
• [x] Create internal/modules/agent/delivery
• [x] Define AgentProfile
• [x] Define AgentPresence
• [x] Define AgentLoad
• [x] Add chat concurrency
• [x] Add voice concurrency
• [x] Implement GoOnline
• [x] Implement GoOffline
• [x] Implement MarkBusy
• [x] Implement MarkAway

Acceptance:

• The agent module supports future voice load

B4 ticket

• [x] Create internal/modules/ticket/domain
• [x] Create internal/modules/ticket/application
• [x] Create internal/modules/ticket/infra
• [x] Create internal/modules/ticket/delivery
• [x] Add query_service.go
• [x] Migrate ListTickets
• [x] Migrate GetTicketByID
• [x] Add command_service.go
• [x] Migrate CreateTicket
• [x] Fold CreateTicket initial status history into the repository transaction
• [x] Migrate UpdateTicket
• [x] Fold the UpdateTicket main ticket update and status history into the repository transaction
• [x] Fold the UpdateTicket custom field sync into the module aggregate transaction
• [x] Migrate AssignTicket
• [x] Sink AssignTicket down to the module command and repository transaction
• [x] Sink UnassignTicket down to the module command and repository transaction
• [x] Migrate AddComment
• [x] Migrate CloseTicket
• [x] Fold the CloseTicket status history and agent load decrement into the repository transaction
• [x] Split out StatusTransitionPolicy
• [x] Split out CustomFieldValidator
• [x] Split out BulkUpdateTickets
• [x] Publish ticket.created
• [x] Publish ticket.assigned
• [x] Publish ticket.closed
• [x] Inject eventbus into the old TicketService runtime entrypoint
• [x] Replace the TicketHandler hard dependency on the old TicketService with an interface dependency
• [x] Add the ticket handler adapter and switch main.go to adapter injection
• [x] Sink AddComment from the adapter down to the module command implementation
• [x] Sink AssignTicket from the adapter down to the module command implementation, keeping the post-assignment SLA side effects
• [x] Sink CloseTicket from the adapter down to the module command implementation, keeping the post-close comment/SLA/CSAT side effects
• [x] Sink BulkUpdateTickets from the adapter down to the module command implementation
• [x] Sink CreateTicket from the adapter down to the module repository implementation, keeping the post-create auto-assignment/event/SLA side effects
• [x] Sink UpdateTicket from the adapter down to the module aggregate transaction implementation, keeping the post-update event/SLA side effects
• [x] Sink ListTicketCustomFields from the adapter down to direct data access
• [x] Sink GetTicketStats from the adapter down to the module QueryService
• [x] Extract TicketOrchestrator and switch to explicit CommandService + Orchestrator injection
• [x] Startup wiring no longer passes the whole TicketService to the ticket handler adapter
• [x] Move the ticket HTTP/adapter shared DTOs into the module contract package, keeping the services alias for compatibility
• [x] SLAHandler fetches tickets through the minimal ticket ReaderServiceAdapter read interface, no longer depending on the concrete TicketService type
• [x] Move handler-layer sqlite integration tests under the integration build tag; the default test chain keeps only stable unit tests
• [x] The old TicketService is converged into a module compatibility shell: all core reads/writes delegate to application/infra/orchestration, and legacy fallback branches are removed

Acceptance:

• The old TicketService is no longer a giant monolith

B5 customer

• [x] Create internal/modules/customer/domain
• [x] Create internal/modules/customer/application
• [x] Create internal/modules/customer/infra
• [x] Create internal/modules/customer/delivery
• [x] Define CustomerProfile
• [x] Define CustomerTag
• [x] Define CustomerNote
• [x] Define CustomerActivity
• [x] Implement CreateCustomer
• [x] Implement UpdateCustomer
• [x] Implement AddNote
• [x] Implement UpdateTags
• [x] Implement GetCustomerActivity

Acceptance:

• The customer module stands on its own

B6 automation

• [x] Create internal/modules/automation/domain
• [x] Create internal/modules/automation/application
• [x] Create internal/modules/automation/infra
• [x] Create internal/modules/automation/delivery
• [x] Define Trigger
• [x] Define Condition
• [x] Define Action
• [x] Define Execution
• [x] Subscribe to ticket events
• [x] Subscribe to conversation events
• [x] Subscribe to routing events
• [x] Migrate dry-run

Acceptance:

• automation executes on the event bus

B7 analytics

• [x] Create internal/modules/analytics/domain
• [x] Create internal/modules/analytics/application
• [x] Create internal/modules/analytics/infra
• [x] Create internal/modules/analytics/delivery
• [x] DashboardReadModel
• [x] TicketTrendReadModel
• [x] AgentPerformanceReadModel
• [x] SatisfactionTrendReadModel
• [x] SLATrendReadModel
• [x] Scheduled aggregation first
• [x] Event-driven incremental aggregation next

Acceptance:

• Statistics are separated from business services

B8 voice

• [x] Create internal/modules/voice/domain
• [x] Create internal/modules/voice/application
• [x] Create internal/modules/voice/infra
• [x] Create internal/modules/voice/delivery
• [x] Define CallSession
• [x] Define MediaSession
• [x] Define VoiceParticipant
• [x] Define Recording
• [x] Define Transcript
• [x] Abstract RecordingProvider
• [x] Abstract TranscriptProvider
• [x] Implement StartCall
• [x] Implement AnswerCall
• [x] Implement HoldCall
• [x] Implement ResumeCall
• [x] Implement EndCall
• [x] Implement TransferCall
• [x] Publish call.started
• [x] Publish call.held
• [x] Publish call.resumed
• [x] Publish call.transferred
• [x] Publish call.ended
• [x] Implement StartRecording
• [x] Implement StopRecording
• [x] Implement AppendTranscript
• [x] Publish recording.started
• [x] Publish recording.stopped
• [x] Publish transcript.appended
• [x] Assemble VoiceCoordinator
• [x] Wire into the runtime / WebRTC lifecycle

Acceptance:

• The voice module is the business landing point for SIP
• voice is not bound to a single protocol; signaling goes through voiceprotocol.CallSignalingAdapter, media through voiceprotocol.MediaSessionAdapter
• Recording and transcription are reserved via provider interfaces and are not bound to a single vendor
• Recording and transcription already exist as formal application use cases, not just interface declarations
• The runtime has wired the WebRTC lifecycle into the voice module via VoiceCoordinator