SLA de conversas WhatsApp (Grupo 3.4): config + detecção + alerta
Completa o Grupo 3 do CRM com alerta de conversa sem resposta além do tempo configurado — reutiliza o pipeline system_alert (toast vermelho sticky + sininho + drawer). Banco (migration 20260423000005): - conversation_sla_rules: 1 linha por tenant com threshold global (1-1440 min), respect_business_hours, business_hours_start/end, business_days (ISO 1=seg..7=dom), alert_scope (assigned_only|all), notify_admin_on_breach. Default: enabled=false. - conversation_sla_breaches: incidents com UNIQUE parcial (tenant_id, thread_key) WHERE resolved_at IS NULL — idempotência. - Trigger AFTER INSERT em conversation_messages resolve o breach automaticamente quando chega nova outbound na thread. - RPCs service_role: sla_open_breach (idempotente), sla_mark_notified. - RLS: membros do tenant leem; clinic_admin/tenant_admin/saas_admin escrevem na config; service_role escreve em breaches. Edge function conversation-sla-check (cron 5min): - Varre tenants com enabled=true. - Query conversation_threads onde last_message_direction='inbound' (+ assigned_to NOT NULL se scope='assigned_only'). - Se respect_business_hours: calcula businessMinutesElapsed em TS iterando dia por dia a interseção da janela [start,end] com [last_inbound_at, now], só em dias marcados em business_days. TZ fixa em America/Sao_Paulo via Intl.DateTimeFormat. - Se elapsed >= threshold: sla_open_breach (idempotente) + notifica assigned_to sempre + admins se notify_admin_on_breach (deduplicado via Set). - Anti-spam: só notifica 1x por incident (checa notified_at). - Notification leva deeplink pra /crm/conversas e payload.thread_key pro frontend destacar a conversa (fora de escopo deste commit). UI em /configuracoes/conversas-sla: - Toggle enabled + InputNumber threshold com preview "≈ Xh Ymin". - Toggle respect_business_hours → revela start/end + seletor de dias úteis (pills toggleáveis Seg..Dom, ISO order). - Select scope. - Toggle notify_admin_on_breach. - Card abaixo com breaches dos últimos 7 dias (status aberto/resolvido, thread_key, limite configurado no momento do breach, duração). - Adicionada na ConfiguracoesPage landing + rota /configuracoes/conversas-sla. Cron template comentado no fim da migration (mesmo padrão do heartbeat). Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>
This commit is contained in:
Leonardo
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-- ==========================================================================
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-- Agencia PSI — Migracao: SLA de conversas WhatsApp (Grupo 3.4)
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-- ==========================================================================
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-- Criado por: Leonardo Nohama
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-- Data: 2026-04-23 · Sao Carlos/SP — Brasil
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--
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-- Modelo:
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-- - conversation_sla_rules → config (1 linha por tenant)
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-- - conversation_sla_breaches → incidents (1 aberto por thread — UNIQUE)
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-- - Trigger AFTER INSERT outbound → resolve breach automatico
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-- - RPCs pra edge cron: sla_open_breach, sla_mark_notified
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--
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-- Regras (combinado com o user):
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-- 1. Threshold GLOBAL por tenant (1 valor unico)
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-- 2. Respeita horario comercial (pausa cronometro fora) — configuravel
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-- 3. Escopo configuravel: 'assigned_only' (default) ou 'all'
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-- 4. Notifica terapeuta atribuido + CC admin opcional
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--
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-- Anti-spam: notification_count + notified_at na tabela breach,
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-- idempotencia via UNIQUE parcial (so 1 breach aberto por tenant+thread).
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-- ==========================================================================
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-- ---------------------------------------------------------------------------
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-- Tabela: conversation_sla_rules (config)
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-- ---------------------------------------------------------------------------
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CREATE TABLE IF NOT EXISTS public.conversation_sla_rules (
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tenant_id UUID PRIMARY KEY REFERENCES public.tenants(id) ON DELETE CASCADE,
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enabled BOOLEAN NOT NULL DEFAULT false,
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threshold_minutes INT NOT NULL DEFAULT 60
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CHECK (threshold_minutes >= 1 AND threshold_minutes <= 1440), -- 1 min a 24h
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respect_business_hours BOOLEAN NOT NULL DEFAULT true,
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business_hours_start TIME NOT NULL DEFAULT '08:00',
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business_hours_end TIME NOT NULL DEFAULT '18:00',
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-- ISO: 1=seg ... 7=dom. Default: seg a sex
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business_days SMALLINT[] NOT NULL DEFAULT ARRAY[1,2,3,4,5]::SMALLINT[]
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CHECK (array_length(business_days, 1) BETWEEN 1 AND 7),
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alert_scope TEXT NOT NULL DEFAULT 'assigned_only'
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CHECK (alert_scope IN ('assigned_only', 'all')),
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notify_admin_on_breach BOOLEAN NOT NULL DEFAULT false,
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created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT now()
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);
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DROP TRIGGER IF EXISTS trg_sla_rules_updated_at ON public.conversation_sla_rules;
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CREATE TRIGGER trg_sla_rules_updated_at
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BEFORE UPDATE ON public.conversation_sla_rules
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FOR EACH ROW EXECUTE FUNCTION public.set_updated_at();
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COMMENT ON TABLE public.conversation_sla_rules IS
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'Configuracao de SLA por tenant. 1 linha por tenant. Threshold global.';
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-- ---------------------------------------------------------------------------
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-- Tabela: conversation_sla_breaches (incidents)
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-- ---------------------------------------------------------------------------
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CREATE TABLE IF NOT EXISTS public.conversation_sla_breaches (
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id UUID PRIMARY KEY DEFAULT gen_random_uuid(),
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tenant_id UUID NOT NULL REFERENCES public.tenants(id) ON DELETE CASCADE,
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thread_key TEXT NOT NULL,
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-- Snapshots pra auditoria e pra notificacao
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assigned_to UUID,
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last_inbound_at TIMESTAMPTZ NOT NULL,
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threshold_minutes_at_breach INT NOT NULL,
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breached_at TIMESTAMPTZ NOT NULL DEFAULT now(),
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resolved_at TIMESTAMPTZ,
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resolved_by_message_id BIGINT,
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-- Controle de notificacao (anti-spam)
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notified_at TIMESTAMPTZ,
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notification_count INT NOT NULL DEFAULT 0,
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created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
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updated_at TIMESTAMPTZ NOT NULL DEFAULT now()
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);
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DROP TRIGGER IF EXISTS trg_sla_breaches_updated_at ON public.conversation_sla_breaches;
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CREATE TRIGGER trg_sla_breaches_updated_at
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BEFORE UPDATE ON public.conversation_sla_breaches
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FOR EACH ROW EXECUTE FUNCTION public.set_updated_at();
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-- Apenas 1 breach aberto por (tenant, thread) — idempotencia do open
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CREATE UNIQUE INDEX IF NOT EXISTS uq_sla_breaches_open_per_thread
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ON public.conversation_sla_breaches (tenant_id, thread_key)
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WHERE resolved_at IS NULL;
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CREATE INDEX IF NOT EXISTS idx_sla_breaches_tenant_breached
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ON public.conversation_sla_breaches (tenant_id, breached_at DESC);
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CREATE INDEX IF NOT EXISTS idx_sla_breaches_open
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ON public.conversation_sla_breaches (resolved_at)
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WHERE resolved_at IS NULL;
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COMMENT ON TABLE public.conversation_sla_breaches IS
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'Estouros de SLA detectados pelo cron. Max 1 aberto por thread (UNIQUE parcial). Resolve automatico via trigger outbound.';
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-- ---------------------------------------------------------------------------
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-- Trigger: resolve breach automatico quando nova outbound responde a thread
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-- ---------------------------------------------------------------------------
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CREATE OR REPLACE FUNCTION public.fn_sla_resolve_on_outbound()
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RETURNS TRIGGER
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LANGUAGE plpgsql
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SECURITY DEFINER
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SET search_path = public
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AS $$
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DECLARE
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v_thread_key TEXT;
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BEGIN
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-- So processa outbound
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IF NEW.direction <> 'outbound' THEN RETURN NEW; END IF;
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-- Calcula thread_key no mesmo padrao da view conversation_threads
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v_thread_key := COALESCE(
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NEW.patient_id::text,
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'anon:' || COALESCE(NEW.to_number, 'unknown')
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);
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UPDATE public.conversation_sla_breaches
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SET resolved_at = now(),
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resolved_by_message_id = NEW.id
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WHERE tenant_id = NEW.tenant_id
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AND thread_key = v_thread_key
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AND resolved_at IS NULL;
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RETURN NEW;
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END;
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$$;
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DROP TRIGGER IF EXISTS trg_sla_resolve_on_outbound ON public.conversation_messages;
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CREATE TRIGGER trg_sla_resolve_on_outbound
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AFTER INSERT ON public.conversation_messages
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FOR EACH ROW
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EXECUTE FUNCTION public.fn_sla_resolve_on_outbound();
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-- ---------------------------------------------------------------------------
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-- RPC: sla_open_breach (idempotente pra cron)
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-- ---------------------------------------------------------------------------
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CREATE OR REPLACE FUNCTION public.sla_open_breach(
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p_tenant_id UUID,
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p_thread_key TEXT,
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p_assigned_to UUID,
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p_last_inbound_at TIMESTAMPTZ,
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p_threshold_minutes INT
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)
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RETURNS UUID
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LANGUAGE plpgsql
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SECURITY DEFINER
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SET search_path = public
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AS $$
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DECLARE
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v_existing_id UUID;
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v_new_id UUID;
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BEGIN
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IF p_tenant_id IS NULL OR p_thread_key IS NULL THEN
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RAISE EXCEPTION 'tenant_and_thread_required';
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END IF;
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-- Ja tem aberto? Retorna o mesmo id (idempotente)
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SELECT id INTO v_existing_id
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FROM public.conversation_sla_breaches
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WHERE tenant_id = p_tenant_id
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AND thread_key = p_thread_key
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AND resolved_at IS NULL;
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IF FOUND THEN
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UPDATE public.conversation_sla_breaches
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SET assigned_to = COALESCE(p_assigned_to, assigned_to),
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last_inbound_at = COALESCE(p_last_inbound_at, last_inbound_at)
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WHERE id = v_existing_id;
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RETURN v_existing_id;
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END IF;
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INSERT INTO public.conversation_sla_breaches
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(tenant_id, thread_key, assigned_to, last_inbound_at, threshold_minutes_at_breach)
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VALUES
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(p_tenant_id, p_thread_key, p_assigned_to, p_last_inbound_at, p_threshold_minutes)
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RETURNING id INTO v_new_id;
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RETURN v_new_id;
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END;
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$$;
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REVOKE ALL ON FUNCTION public.sla_open_breach(UUID, TEXT, UUID, TIMESTAMPTZ, INT) FROM PUBLIC;
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GRANT EXECUTE ON FUNCTION public.sla_open_breach(UUID, TEXT, UUID, TIMESTAMPTZ, INT) TO service_role;
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-- ---------------------------------------------------------------------------
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-- RPC: sla_mark_notified (anti-spam)
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-- ---------------------------------------------------------------------------
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CREATE OR REPLACE FUNCTION public.sla_mark_notified(p_breach_id UUID)
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RETURNS VOID
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LANGUAGE plpgsql
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SECURITY DEFINER
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SET search_path = public
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AS $$
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BEGIN
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UPDATE public.conversation_sla_breaches
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SET notified_at = now(),
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notification_count = notification_count + 1
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WHERE id = p_breach_id;
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END;
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$$;
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REVOKE ALL ON FUNCTION public.sla_mark_notified(UUID) FROM PUBLIC;
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GRANT EXECUTE ON FUNCTION public.sla_mark_notified(UUID) TO service_role;
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-- ---------------------------------------------------------------------------
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-- RLS: conversation_sla_rules
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-- ---------------------------------------------------------------------------
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ALTER TABLE public.conversation_sla_rules ENABLE ROW LEVEL SECURITY;
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DROP POLICY IF EXISTS "sla_rules: select membros/admin" ON public.conversation_sla_rules;
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CREATE POLICY "sla_rules: select membros/admin"
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ON public.conversation_sla_rules
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FOR SELECT
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TO authenticated
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USING (
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public.is_saas_admin()
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OR EXISTS (
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SELECT 1 FROM public.tenant_members tm
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WHERE tm.tenant_id = conversation_sla_rules.tenant_id
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AND tm.user_id = auth.uid()
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AND tm.status = 'active'
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)
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);
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DROP POLICY IF EXISTS "sla_rules: write admins" ON public.conversation_sla_rules;
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CREATE POLICY "sla_rules: write admins"
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ON public.conversation_sla_rules
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FOR ALL
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TO authenticated
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USING (
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public.is_saas_admin()
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OR EXISTS (
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SELECT 1 FROM public.tenant_members tm
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WHERE tm.tenant_id = conversation_sla_rules.tenant_id
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AND tm.user_id = auth.uid()
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AND tm.role IN ('clinic_admin', 'tenant_admin')
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AND tm.status = 'active'
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)
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)
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WITH CHECK (
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public.is_saas_admin()
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OR EXISTS (
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SELECT 1 FROM public.tenant_members tm
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WHERE tm.tenant_id = conversation_sla_rules.tenant_id
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AND tm.user_id = auth.uid()
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AND tm.role IN ('clinic_admin', 'tenant_admin')
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AND tm.status = 'active'
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)
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);
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-- ---------------------------------------------------------------------------
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-- RLS: conversation_sla_breaches
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-- ---------------------------------------------------------------------------
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ALTER TABLE public.conversation_sla_breaches ENABLE ROW LEVEL SECURITY;
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DROP POLICY IF EXISTS "sla_breaches: select membros/admin" ON public.conversation_sla_breaches;
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CREATE POLICY "sla_breaches: select membros/admin"
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ON public.conversation_sla_breaches
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FOR SELECT
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TO authenticated
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USING (
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public.is_saas_admin()
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OR EXISTS (
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SELECT 1 FROM public.tenant_members tm
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WHERE tm.tenant_id = conversation_sla_breaches.tenant_id
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AND tm.user_id = auth.uid()
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AND tm.status = 'active'
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)
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);
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DROP POLICY IF EXISTS "sla_breaches: write service_role" ON public.conversation_sla_breaches;
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CREATE POLICY "sla_breaches: write service_role"
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ON public.conversation_sla_breaches
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FOR ALL
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TO service_role
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USING (true)
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WITH CHECK (true);
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-- ---------------------------------------------------------------------------
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-- Cron job (TEMPLATE — descomentar pra ativar)
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-- ---------------------------------------------------------------------------
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-- Checa SLA de todos os tenants com enabled=true a cada 5 minutos.
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--
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-- SELECT cron.schedule(
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-- 'conversation-sla-check-every-5min',
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-- '*/5 * * * *',
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-- $$
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-- SELECT net.http_post(
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-- url := current_setting('app.settings.supabase_url') || '/functions/v1/conversation-sla-check',
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-- headers := jsonb_build_object(
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-- 'Authorization', 'Bearer ' || current_setting('app.settings.service_role_key'),
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-- 'Content-Type', 'application/json'
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-- ),
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-- body := '{}'::jsonb
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-- );
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-- $$
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-- );
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--
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-- Desativar: SELECT cron.unschedule('conversation-sla-check-every-5min');
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