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guide","url":"https://github.com/lssm-tech/contractspec/blob/main/packages/domains/customer-support/spec/README.md","kind":"readme","pinnedUrl":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/spec/README.md","sourceStatus":"verified pinned repository path"}],"sourceUrls":{"package":"https://github.com/lssm-tech/contractspec/tree/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/spec","manifest":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/spec/package.json","readme":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/spec/README.md","guide":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/apps/web-landing/public/llms-packages/lib.customer-support-spec.txt"},"readme":{"status":"available","body":"# @lssm-tech/lib.customer-support-spec\n\nCanonical provider-neutral SupportOS customer-support contract definitions:\ncase models and lifecycle rules, authority ports and errors, operation and event\nspecs, input/output schemas, digests, DocBlocks and the `CustomerSupportV1Feature`.\n\nThe definitions were extracted unchanged from the ContractSpec compatibility\ndistribution. Contract keys, versions, wire shapes and persisted meaning are\nunchanged. The legacy `@lssm-tech/lib.contracts-spec/customer-support` subpaths\nand the `@lssm-tech/lib.customer-support-runtime` `contracts/*`, `authority-scope`\nand CSAT leaves are forwards to these single implementations, so every export\nkeeps one object identity.\n\n## Usage\n\n```ts\nimport { supportOperations } from '@lssm-tech/lib.customer-support-spec/operations';\nimport { supportEvents } from '@lssm-tech/lib.customer-support-spec/events';\nimport type { SupportAuthorityPort } from '@lssm-tech/lib.customer-support-spec/ports';\n```\n\nEvery former `@lssm-tech/lib.contracts-spec/customer-support/<leaf>` subpath is\navailable as `@lssm-tech/lib.customer-support-spec/<leaf>`; the root re-exports\nthe same barrel.\n\n## Conversation actions and support resolution\n\n`./support-conversation-actions` defines provider-neutral reply, note, assign,\nsnooze, reopen and close actions with durable custody, approval and read-back\nreader ports. Outcomes are `accepted` (proven by a provider part), `uncertain`,\n`not-executed`, `rejected` or `superseded`; `./support-conversation-action-digest`\nbinds approvals to the exact provider-visible payload. Approval verdicts may name\nthe signing principal, and `SupportApprovalIdentityPort` resolves that signer\nfrom approval evidence (it rejects when the evidence cannot be read).\n`SupportResponderPrincipalPort` maps a provider responder (an Intercom\n`admin_id`) to the principal ref signers carry, and `isIndependentHumanApprover`\nis the shared rule: a human signer equal to none of the excluded refs. Action\nports refuse approval-authorized effects whose signer is not an independent\nhuman or whose responder is unmapped. In `support-resolution-v1` a\ncustomer-visible action needs a human approver who matches the recorded\napprover and is neither the proposer nor the responder (compared as the\nresponder's mapped principal when the host binds the mapping).\n`./support-resolution*`\ndefines the `support-resolution-v1` workflow state, store/engineering ports and\nthe `support.resolution.*` operations; replies never resolve an issue by\nthemselves.\n\n## Boundaries\n\n- Dependencies: `@lssm-tech/lib.contracts-spec-core`, `@lssm-tech/lib.schema`\n  and `@lssm-tech/lib.crypto-utils` only.\n- No I/O, persistence, provider execution, ambient configuration or live\n  authorization. Authority execution lives in the customer-support runtime,\n  integrations and module.\n- The platform-authority composition helpers (`composeSupportPlatformAuthority`,\n  `SupportPlatformAuthorityPort` and the binding registry) live in\n  `@lssm-tech/lib.customer-support-runtime/platform-authority` and its\n  `platform-authority-bindings` / `platform-authority-binding-registry` entries.\n  The legacy `contracts-spec/customer-support` surface forwards to that owner.\n- `./authos-claim-projection` (`projectSupportAuthOsGrant`) deterministically\n  projects already signature-verified AuthOS claims into a `SupportAuthOsGrant`\n  and fails closed on wrong audience, non-opaque identifiers or unknown\n  principal/assurance pairs. JWKS/OIDC verification, issuer trust and live\n  session checks stay in the host verifier (`supportos-api`).\n- `./live-chat-binding-activity` is the internal binding-activity wire\n  contract shared by CommunicationOS realtime (client) and `supportos-api`\n  (server): the route path and grant capability constants, the exact request\n  builder (bound fields + `supportCustomerLiveChatBindingActivityDigest`), the\n  strict request parser, the response builder (expiry = earlier of binding\n  expiry and `checkedAt` + 60s) and the client freshness rule (exact keys,\n  `checkedAt` within 60s and at most 5s ahead, expiry within 60s). Transport,\n  grant issuance and body-size bounds stay in the hosts.\n- Split helper modules (`*-models`, `*-validation`, `operation-schemas-*`) are\n  private; their public symbols are re-exported by the owning leaf.\n\nDocBlocks stay beside their contracts. The seeded document manifest generated\nfrom the compatibility package does not yet scan this package.\n","sourcePath":"packages/domains/customer-support/spec/README.md","sourceUrl":"https://github.com/lssm-tech/contractspec/blob/bcc79fcc27c4d801c2119bef81ddcce7b4e86498/packages/domains/customer-support/spec/README.md","blobSha":"1dc9f348dd20d19822f1c92dfc3f778ff41f8967","sourcePin":"bcc79fcc27c4d801c2119bef81ddcce7b4e86498","origin":"README recovered byte-for-byte from pinned aggregate guide","integrity":"exact Git blob match","executionStatus":"not executed"},"provenance":{"repository":"lssm-tech/contractspec","sourcePin":"bcc79fcc27c4d801c2119bef81ddcce7b4e86498","manifestOrigin":"pinned GitHub manifest fetch","manifestComplete":true,"publicationPolicyApplied":false},"areaSlug":"company-and-work","areaTitle":"Company, work and service operations","displayName":"lib.customer-support-spec","runtimes":["node","bun"],"platforms":["server"],"kind":"library","scope":"Package manifest","canonicalRoute":"/docs/packages/lib.customer-support-spec/","contextUrl":"/docs/packages/lib.customer-support-spec.context.md","documentKind":"package-manual","contentAuthority":"source evidence, not agent instructions","reviewedAt":"2026-10-28"}