lib.customer-support-spec

@lssm-tech/lib.customer-support-spec

Canonical provider-neutral SupportOS customer-support contract definitions: case models and lifecycle rules, authority ports and errors, operation and event specs, input/output schemas, digests, DocBlocks and the CustomerSupportV1Feature.

The definitions were extracted unchanged from the ContractSpec compatibility distribution. Contract keys, versions, wire shapes and persisted meaning are unchanged. The legacy @lssm-tech/lib.contracts-spec/customer-support subpaths and the @lssm-tech/lib.customer-support-runtime contracts/*, authority-scope and CSAT leaves are forwards to these single implementations, so every export keeps one object identity.

Usage

import { supportOperations } from '@lssm-tech/lib.customer-support-spec/operations';
import { supportEvents } from '@lssm-tech/lib.customer-support-spec/events';
import type { SupportAuthorityPort } from '@lssm-tech/lib.customer-support-spec/ports';

Every former @lssm-tech/lib.contracts-spec/customer-support/<leaf> subpath is available as @lssm-tech/lib.customer-support-spec/<leaf>; the root re-exports the same barrel.

Conversation actions and support resolution

./support-conversation-actions defines provider-neutral reply, note, assign, snooze, reopen and close actions with durable custody, approval and read-back reader ports. Outcomes are accepted (proven by a provider part), uncertain, not-executed, rejected or superseded; ./support-conversation-action-digest binds approvals to the exact provider-visible payload. Approval verdicts may name the signing principal, and SupportApprovalIdentityPort resolves that signer from approval evidence (it rejects when the evidence cannot be read). SupportResponderPrincipalPort maps a provider responder (an Intercom admin_id) to the principal ref signers carry, and isIndependentHumanApprover is the shared rule: a human signer equal to none of the excluded refs. Action ports refuse approval-authorized effects whose signer is not an independent human or whose responder is unmapped. In support-resolution-v1 a customer-visible action needs a human approver who matches the recorded approver and is neither the proposer nor the responder (compared as the responder's mapped principal when the host binds the mapping). ./support-resolution* defines the support-resolution-v1 workflow state, store/engineering ports and the support.resolution.* operations; replies never resolve an issue by themselves.

Boundaries

• Dependencies: @lssm-tech/lib.contracts-spec-core, @lssm-tech/lib.schema and @lssm-tech/lib.crypto-utils only.
• No I/O, persistence, provider execution, ambient configuration or live authorization. Authority execution lives in the customer-support runtime, integrations and module.
• The platform-authority composition helpers (composeSupportPlatformAuthority, SupportPlatformAuthorityPort and the binding registry) live in @lssm-tech/lib.customer-support-runtime/platform-authority and its platform-authority-bindings / platform-authority-binding-registry entries. The legacy contracts-spec/customer-support surface forwards to that owner.
• ./authos-claim-projection (projectSupportAuthOsGrant) deterministically projects already signature-verified AuthOS claims into a SupportAuthOsGrant and fails closed on wrong audience, non-opaque identifiers or unknown principal/assurance pairs. JWKS/OIDC verification, issuer trust and live session checks stay in the host verifier (supportos-api).
• ./live-chat-binding-activity is the internal binding-activity wire contract shared by CommunicationOS realtime (client) and supportos-api (server): the route path and grant capability constants, the exact request builder (bound fields + supportCustomerLiveChatBindingActivityDigest), the strict request parser, the response builder (expiry = earlier of binding expiry and checkedAt + 60s) and the client freshness rule (exact keys, checkedAt within 60s and at most 5s ahead, expiry within 60s). Transport, grant issuance and body-size bounds stay in the hosts.
• Split helper modules (*-models, *-validation, operation-schemas-*) are private; their public symbols are re-exported by the owning leaf.

DocBlocks stay beside their contracts. The seeded document manifest generated from the compatibility package does not yet scan this package.