feat: seed real agents and enable comment templates

web/agents.md

@@ -0,0 +1,68 @@
+# 🧩 Permissões e acessos
+
+- [ ] Criar perfil **Gestor da Empresa (cliente)** com permissões específicas
+  - [ ] Ver todos os chamados da sua empresa
+  - [ ] Acessar relatórios e dashboards resumidos
+  - [ ] Exportar relatórios em PDF ou CSV
+- [ ] Manter perfis: Administrador, Técnico, Gestor da Empresa, Usuário Final
+
+---
+
+# 🧾 Tickets e atendimentos
+
+- [ ] Adicionar opção **Exportar histórico completo em PDF** (conversa, logs, movimentações)
+- [ ] Implementar **justificativa obrigatória ao pausar** o chamado
+  - [ ] Categorias: Falta de contato / Aguardando terceiro / Em procedimento
+- [ ] Ajustar **status padrão dos tickets**
+  - [ ] Pendentes
+  - [ ] Aguardando atendimento
+  - [ ] Pausados
+  - [ ] (Remover “Aguardando resposta” e “Violados”)
+- [ ] Remover automaticamente da listagem ao finalizar o chamado
+
+---
+
+# 📊 Dashboards e relatórios
+
+- [ ] Criar **dashboard inicial com fila de atendimento**
+  - [ ] Exibir chamados em: atendimento, laboratório, visitas
+  - [ ] Indicadores: abertos, resolvidos, tempo médio, SLA
+- [ ] Criar **relatório de horas por cliente (CSV/Dashboard)**
+  - [ ] Separar por atendimento interno e externo
+  - [ ] Filtrar por período (dia, semana, mês)
+- [ ] Permitir exportar relatórios completos (CSV ou PDF)
+
+---
+
+# ⏱️ Controle de tempo e contratos
+
+- [ ] Adicionar botão **Play interno** (atendimento remoto)
+- [ ] Adicionar botão **Play externo** (atendimento presencial)
+- [ ] Separar contagem de horas por tipo (interno/externo)
+- [ ] Exibir e somar **horas gastas por cliente** (com base no tipo)
+- [ ] Incluir no cadastro:
+  - [ ] Horas contratadas por mês
+  - [ ] Tipo de cliente: mensalista ou avulso
+- [ ] Enviar alerta automático por e-mail quando atingir limite de horas
+
+---
+
+# 💬 Comunicação e notificações
+
+- [ ] Diferenciar **comentários públicos** e **privados**
+  - [ ] Público → envia e-mail ao cliente
+  - [ ] Privado → visível apenas internamente
+- [ ] Enviar e-mail automático quando houver comentário público
+  - [ ] Incluir trecho da mensagem e link direto para o chamado
+- [x] Criar **biblioteca de templates de comentário prontos**
+  - [x] Exemplo: “Agradecemos seu contato”, “Seu chamado foi atualizado”, etc.
+
+---
+
+# ⚙️ Extras e automações (futuro)
+
+- [ ] Enviar alertas automáticos para gestores quando:
+  - [ ] Chamado estiver pausado há mais de 48h
+  - [ ] Horas contratadas atingirem 90% do limite
+- [ ] Implementar **trilha de auditoria** (quem pausou, finalizou, comentou)
+- [ ] Permitir exportar logs de auditoria (CSV/PDF)

web/convex/_generated/api.d.ts

@@ -10,9 +10,11 @@
 
 import type * as bootstrap from "../bootstrap.js";
 import type * as categories from "../categories.js";
+import type * as commentTemplates from "../commentTemplates.js";
 import type * as fields from "../fields.js";
 import type * as files from "../files.js";
 import type * as invites from "../invites.js";
+import type * as migrations from "../migrations.js";
 import type * as queues from "../queues.js";
 import type * as rbac from "../rbac.js";
 import type * as reports from "../reports.js";
@@ -39,9 +41,11 @@ import type {
 declare const fullApi: ApiFromModules<{
   bootstrap: typeof bootstrap;
   categories: typeof categories;
+  commentTemplates: typeof commentTemplates;
   fields: typeof fields;
   files: typeof files;
   invites: typeof invites;
+  migrations: typeof migrations;
   queues: typeof queues;
   rbac: typeof rbac;
   reports: typeof reports;

web/convex/commentTemplates.ts

@@ -0,0 +1,173 @@
+import sanitizeHtml from "sanitize-html"
+import { ConvexError, v } from "convex/values"
+
+import { mutation, query } from "./_generated/server"
+import { requireStaff } from "./rbac"
+
+const SANITIZE_OPTIONS: sanitizeHtml.IOptions = {
+  allowedTags: [
+    "p",
+    "br",
+    "a",
+    "strong",
+    "em",
+    "u",
+    "s",
+    "blockquote",
+    "ul",
+    "ol",
+    "li",
+    "code",
+    "pre",
+    "span",
+    "h1",
+    "h2",
+    "h3",
+  ],
+  allowedAttributes: {
+    a: ["href", "name", "target", "rel"],
+    span: ["style"],
+    code: ["class"],
+    pre: ["class"],
+  },
+  allowedSchemes: ["http", "https", "mailto"],
+  transformTags: {
+    a: sanitizeHtml.simpleTransform("a", { rel: "noopener noreferrer", target: "_blank" }, true),
+  },
+  allowVulnerableTags: false,
+}
+
+function sanitizeTemplateBody(body: string) {
+  const sanitized = sanitizeHtml(body || "", SANITIZE_OPTIONS).trim()
+  return sanitized
+}
+
+function normalizeTitle(title: string) {
+  return title?.trim()
+}
+
+export const list = query({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+  },
+  handler: async (ctx, { tenantId, viewerId }) => {
+    await requireStaff(ctx, viewerId, tenantId)
+    const templates = await ctx.db
+      .query("commentTemplates")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .collect()
+
+    return templates
+      .sort((a, b) => a.title.localeCompare(b.title, "pt-BR", { sensitivity: "base" }))
+      .map((template) => ({
+        id: template._id,
+        title: template.title,
+        body: template.body,
+        createdAt: template.createdAt,
+        updatedAt: template.updatedAt,
+        createdBy: template.createdBy,
+        updatedBy: template.updatedBy ?? null,
+      }))
+  },
+})
+
+export const create = mutation({
+  args: {
+    tenantId: v.string(),
+    actorId: v.id("users"),
+    title: v.string(),
+    body: v.string(),
+  },
+  handler: async (ctx, { tenantId, actorId, title, body }) => {
+    await requireStaff(ctx, actorId, tenantId)
+    const normalizedTitle = normalizeTitle(title)
+    if (!normalizedTitle || normalizedTitle.length < 3) {
+      throw new ConvexError("Informe um título válido para o template")
+    }
+    const sanitizedBody = sanitizeTemplateBody(body)
+    if (!sanitizedBody) {
+      throw new ConvexError("Informe o conteúdo do template")
+    }
+
+    const existing = await ctx.db
+      .query("commentTemplates")
+      .withIndex("by_tenant_title", (q) => q.eq("tenantId", tenantId).eq("title", normalizedTitle))
+      .first()
+
+    if (existing) {
+      throw new ConvexError("Já existe um template com este título")
+    }
+
+    const now = Date.now()
+    const id = await ctx.db.insert("commentTemplates", {
+      tenantId,
+      title: normalizedTitle,
+      body: sanitizedBody,
+      createdBy: actorId,
+      updatedBy: actorId,
+      createdAt: now,
+      updatedAt: now,
+    })
+
+    return id
+  },
+})
+
+export const update = mutation({
+  args: {
+    templateId: v.id("commentTemplates"),
+    tenantId: v.string(),
+    actorId: v.id("users"),
+    title: v.string(),
+    body: v.string(),
+  },
+  handler: async (ctx, { templateId, tenantId, actorId, title, body }) => {
+    await requireStaff(ctx, actorId, tenantId)
+    const template = await ctx.db.get(templateId)
+    if (!template || template.tenantId !== tenantId) {
+      throw new ConvexError("Template não encontrado")
+    }
+
+    const normalizedTitle = normalizeTitle(title)
+    if (!normalizedTitle || normalizedTitle.length < 3) {
+      throw new ConvexError("Informe um título válido para o template")
+    }
+    const sanitizedBody = sanitizeTemplateBody(body)
+    if (!sanitizedBody) {
+      throw new ConvexError("Informe o conteúdo do template")
+    }
+
+    const duplicate = await ctx.db
+      .query("commentTemplates")
+      .withIndex("by_tenant_title", (q) => q.eq("tenantId", tenantId).eq("title", normalizedTitle))
+      .first()
+    if (duplicate && duplicate._id !== templateId) {
+      throw new ConvexError("Já existe um template com este título")
+    }
+
+    const now = Date.now()
+    await ctx.db.patch(templateId, {
+      title: normalizedTitle,
+      body: sanitizedBody,
+      updatedBy: actorId,
+      updatedAt: now,
+    })
+  },
+})
+
+export const remove = mutation({
+  args: {
+    templateId: v.id("commentTemplates"),
+    tenantId: v.string(),
+    actorId: v.id("users"),
+  },
+  handler: async (ctx, { templateId, tenantId, actorId }) => {
+    await requireStaff(ctx, actorId, tenantId)
+    const template = await ctx.db.get(templateId)
+    if (!template || template.tenantId !== tenantId) {
+      throw new ConvexError("Template não encontrado")
+    }
+    await ctx.db.delete(templateId)
+  },
+})

web/convex/migrations.ts

@@ -0,0 +1,488 @@
+import { ConvexError, v } from "convex/values"
+
+import { mutation, query } from "./_generated/server"
+import type { Id } from "./_generated/dataModel"
+import type { MutationCtx, QueryCtx } from "./_generated/server"
+
+const SECRET = process.env.CONVEX_SYNC_SECRET ?? "dev-sync-secret"
+
+const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"])
+
+function normalizeEmail(value: string) {
+  return value.trim().toLowerCase()
+}
+
+type ImportedUser = {
+  email: string
+  name: string
+  role?: string | null
+  avatarUrl?: string | null
+  teams?: string[] | null
+}
+
+type ImportedQueue = {
+  slug?: string | null
+  name: string
+}
+
+function normalizeRole(role: string | null | undefined) {
+  if (!role) return "AGENT"
+  const normalized = role.toUpperCase()
+  if (STAFF_ROLES.has(normalized)) return normalized
+  if (normalized === "CUSTOMER") return "CUSTOMER"
+  return "AGENT"
+}
+
+function slugify(value: string) {
+  return value
+    .normalize("NFD")
+    .replace(/[\u0300-\u036f]/g, "")
+    .replace(/[^\w\s-]/g, "")
+    .trim()
+    .replace(/\s+/g, "-")
+    .replace(/-+/g, "-")
+    .toLowerCase()
+}
+
+function pruneUndefined<T extends Record<string, unknown>>(input: T): T {
+  for (const key of Object.keys(input)) {
+    if (input[key] === undefined) {
+      delete input[key]
+    }
+  }
+  return input
+}
+
+async function ensureUser(
+  ctx: MutationCtx,
+  tenantId: string,
+  data: ImportedUser,
+  cache: Map<string, Id<"users">>
+) {
+  if (cache.has(data.email)) {
+    return cache.get(data.email)!
+  }
+  const existing = await ctx.db
+    .query("users")
+    .withIndex("by_tenant_email", (q) => q.eq("tenantId", tenantId).eq("email", data.email))
+    .first()
+
+  const role = normalizeRole(data.role)
+  const record = existing
+    ? (() => {
+        const needsPatch =
+          existing.name !== data.name ||
+          existing.role !== role ||
+          existing.avatarUrl !== (data.avatarUrl ?? undefined) ||
+          JSON.stringify(existing.teams ?? []) !== JSON.stringify(data.teams ?? [])
+        if (needsPatch) {
+          return ctx.db.patch(existing._id, {
+            name: data.name,
+            role,
+            avatarUrl: data.avatarUrl ?? undefined,
+            teams: data.teams ?? undefined,
+            tenantId,
+          })
+        }
+        return Promise.resolve()
+      })()
+    : ctx.db.insert("users", {
+        tenantId,
+        email: data.email,
+        name: data.name,
+        role,
+        avatarUrl: data.avatarUrl ?? undefined,
+        teams: data.teams ?? undefined,
+      })
+
+  const id = existing ? existing._id : ((await record) as Id<"users">)
+  cache.set(data.email, id)
+  return id
+}
+
+async function ensureQueue(
+  ctx: MutationCtx,
+  tenantId: string,
+  data: ImportedQueue,
+  cache: Map<string, Id<"queues">>
+) {
+  const slug = data.slug && data.slug.trim().length > 0 ? data.slug : slugify(data.name)
+  if (cache.has(slug)) return cache.get(slug)!
+
+  const bySlug = await ctx.db
+    .query("queues")
+    .withIndex("by_tenant_slug", (q) => q.eq("tenantId", tenantId).eq("slug", slug))
+    .first()
+  if (bySlug) {
+    if (bySlug.name !== data.name) {
+      await ctx.db.patch(bySlug._id, { name: data.name })
+    }
+    cache.set(slug, bySlug._id)
+    return bySlug._id
+  }
+
+  const byName = await ctx.db
+    .query("queues")
+    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+    .filter((q) => q.eq(q.field("name"), data.name))
+    .first()
+  if (byName) {
+    if (byName.slug !== slug) {
+      await ctx.db.patch(byName._id, { slug })
+    }
+    cache.set(slug, byName._id)
+    return byName._id
+  }
+
+  const id = await ctx.db.insert("queues", {
+    tenantId,
+    name: data.name,
+    slug,
+    teamId: undefined,
+  })
+  cache.set(slug, id)
+  return id
+}
+
+async function getTenantUsers(ctx: QueryCtx, tenantId: string) {
+  return ctx.db
+    .query("users")
+    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+    .collect()
+}
+
+async function getTenantQueues(ctx: QueryCtx, tenantId: string) {
+  return ctx.db
+    .query("queues")
+    .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+    .collect()
+}
+
+export const exportTenantSnapshot = query({
+  args: {
+    secret: v.string(),
+    tenantId: v.string(),
+  },
+  handler: async (ctx, { secret, tenantId }) => {
+    if (secret !== SECRET) {
+      throw new ConvexError("CONVEX_SYNC_SECRET não configurada no backend")
+    }
+
+    const [users, queues] = await Promise.all([getTenantUsers(ctx, tenantId), getTenantQueues(ctx, tenantId)])
+
+    const userMap = new Map(users.map((user) => [user._id, user]))
+    const queueMap = new Map(queues.map((queue) => [queue._id, queue]))
+
+    const tickets = await ctx.db
+      .query("tickets")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .collect()
+
+    const ticketsWithRelations = []
+
+    for (const ticket of tickets) {
+      const comments = await ctx.db
+        .query("ticketComments")
+        .withIndex("by_ticket", (q) => q.eq("ticketId", ticket._id))
+        .collect()
+
+      const events = await ctx.db
+        .query("ticketEvents")
+        .withIndex("by_ticket", (q) => q.eq("ticketId", ticket._id))
+        .collect()
+
+      const requester = userMap.get(ticket.requesterId)
+      const assignee = ticket.assigneeId ? userMap.get(ticket.assigneeId) : undefined
+      const queue = ticket.queueId ? queueMap.get(ticket.queueId) : undefined
+
+      if (!requester) {
+        continue
+      }
+
+      ticketsWithRelations.push({
+        reference: ticket.reference,
+        subject: ticket.subject,
+        summary: ticket.summary ?? null,
+        status: ticket.status,
+        priority: ticket.priority,
+        channel: ticket.channel,
+        queueSlug: queue?.slug ?? undefined,
+        requesterEmail: requester.email,
+        assigneeEmail: assignee?.email ?? undefined,
+        dueAt: ticket.dueAt ?? undefined,
+        firstResponseAt: ticket.firstResponseAt ?? undefined,
+        resolvedAt: ticket.resolvedAt ?? undefined,
+        closedAt: ticket.closedAt ?? undefined,
+        createdAt: ticket.createdAt,
+        updatedAt: ticket.updatedAt,
+        tags: ticket.tags ?? [],
+        comments: comments
+          .map((comment) => {
+            const author = userMap.get(comment.authorId)
+            if (!author) {
+              return null
+            }
+            return {
+              authorEmail: author.email,
+              visibility: comment.visibility,
+              body: comment.body,
+              createdAt: comment.createdAt,
+              updatedAt: comment.updatedAt,
+            }
+          })
+          .filter((value): value is {
+            authorEmail: string
+            visibility: string
+            body: string
+            createdAt: number
+            updatedAt: number
+          } => value !== null),
+        events: events.map((event) => ({
+          type: event.type,
+          payload: event.payload ?? {},
+          createdAt: event.createdAt,
+        })),
+      })
+    }
+
+    return {
+      tenantId,
+      users: users.map((user) => ({
+        email: user.email,
+        name: user.name,
+        role: user.role ?? null,
+        avatarUrl: user.avatarUrl ?? null,
+        teams: user.teams ?? [],
+      })),
+      queues: queues.map((queue) => ({
+        name: queue.name,
+        slug: queue.slug,
+      })),
+      tickets: ticketsWithRelations,
+    }
+  },
+})
+
+export const importPrismaSnapshot = mutation({
+  args: {
+    secret: v.string(),
+    snapshot: v.object({
+      tenantId: v.string(),
+      users: v.array(
+        v.object({
+          email: v.string(),
+          name: v.string(),
+          role: v.optional(v.string()),
+          avatarUrl: v.optional(v.string()),
+          teams: v.optional(v.array(v.string())),
+        })
+      ),
+      queues: v.array(
+        v.object({
+          name: v.string(),
+          slug: v.optional(v.string()),
+        })
+      ),
+      tickets: v.array(
+        v.object({
+          reference: v.number(),
+          subject: v.string(),
+          summary: v.optional(v.string()),
+          status: v.string(),
+          priority: v.string(),
+          channel: v.string(),
+          queueSlug: v.optional(v.string()),
+          requesterEmail: v.string(),
+          assigneeEmail: v.optional(v.string()),
+          dueAt: v.optional(v.number()),
+          firstResponseAt: v.optional(v.number()),
+          resolvedAt: v.optional(v.number()),
+          closedAt: v.optional(v.number()),
+          createdAt: v.number(),
+          updatedAt: v.number(),
+          tags: v.optional(v.array(v.string())),
+          comments: v.array(
+            v.object({
+              authorEmail: v.string(),
+              visibility: v.string(),
+              body: v.string(),
+              createdAt: v.number(),
+              updatedAt: v.number(),
+            })
+          ),
+          events: v.array(
+            v.object({
+              type: v.string(),
+              payload: v.optional(v.any()),
+              createdAt: v.number(),
+            })
+          ),
+        })
+      ),
+    }),
+  },
+  handler: async (ctx, { secret, snapshot }) => {
+    if (!SECRET) {
+      throw new ConvexError("CONVEX_SYNC_SECRET não configurada no backend")
+    }
+    if (secret !== SECRET) {
+      throw new ConvexError("Segredo inválido para sincronização")
+    }
+
+    const userCache = new Map<string, Id<"users">>()
+    const queueCache = new Map<string, Id<"queues">>()
+
+    for (const user of snapshot.users) {
+      await ensureUser(ctx, snapshot.tenantId, user, userCache)
+    }
+
+    for (const queue of snapshot.queues) {
+      await ensureQueue(ctx, snapshot.tenantId, queue, queueCache)
+    }
+
+    const snapshotStaffEmails = new Set(
+      snapshot.users
+        .filter((user) => normalizeRole(user.role ?? null) !== "CUSTOMER")
+        .map((user) => normalizeEmail(user.email))
+    )
+
+    const existingTenantUsers = await ctx.db
+      .query("users")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", snapshot.tenantId))
+      .collect()
+
+    for (const user of existingTenantUsers) {
+      const role = normalizeRole(user.role ?? null)
+      if (STAFF_ROLES.has(role) && !snapshotStaffEmails.has(normalizeEmail(user.email))) {
+        await ctx.db.delete(user._id)
+      }
+    }
+
+    let ticketsUpserted = 0
+    let commentsInserted = 0
+    let eventsInserted = 0
+
+    for (const ticket of snapshot.tickets) {
+      const requesterId = await ensureUser(
+        ctx,
+        snapshot.tenantId,
+        {
+          email: ticket.requesterEmail,
+          name: ticket.requesterEmail,
+        },
+        userCache
+      )
+      const assigneeId = ticket.assigneeEmail
+        ? await ensureUser(
+            ctx,
+            snapshot.tenantId,
+            {
+              email: ticket.assigneeEmail,
+              name: ticket.assigneeEmail,
+            },
+            userCache
+          )
+        : undefined
+
+      const queueId = ticket.queueSlug ? queueCache.get(ticket.queueSlug) ?? (await ensureQueue(ctx, snapshot.tenantId, { name: ticket.queueSlug, slug: ticket.queueSlug }, queueCache)) : undefined
+
+      const existing = await ctx.db
+        .query("tickets")
+        .withIndex("by_tenant_reference", (q) => q.eq("tenantId", snapshot.tenantId).eq("reference", ticket.reference))
+        .first()
+
+      const payload = pruneUndefined({
+        tenantId: snapshot.tenantId,
+        reference: ticket.reference,
+        subject: ticket.subject,
+        summary: ticket.summary ?? undefined,
+        status: ticket.status,
+        priority: ticket.priority,
+        channel: ticket.channel,
+        queueId: queueId as Id<"queues"> | undefined,
+        categoryId: undefined,
+        subcategoryId: undefined,
+        requesterId,
+        assigneeId: assigneeId as Id<"users"> | undefined,
+        working: false,
+        slaPolicyId: undefined,
+        dueAt: ticket.dueAt ?? undefined,
+        firstResponseAt: ticket.firstResponseAt ?? undefined,
+        resolvedAt: ticket.resolvedAt ?? undefined,
+        closedAt: ticket.closedAt ?? undefined,
+        updatedAt: ticket.updatedAt,
+        createdAt: ticket.createdAt,
+        tags: ticket.tags && ticket.tags.length > 0 ? ticket.tags : undefined,
+        customFields: undefined,
+        totalWorkedMs: undefined,
+        activeSessionId: undefined,
+      })
+
+      let ticketId: Id<"tickets">
+      if (existing) {
+        await ctx.db.patch(existing._id, payload)
+        ticketId = existing._id
+      } else {
+        ticketId = await ctx.db.insert("tickets", payload)
+      }
+
+      ticketsUpserted += 1
+
+      const existingComments = await ctx.db
+        .query("ticketComments")
+        .withIndex("by_ticket", (q) => q.eq("ticketId", ticketId))
+        .collect()
+      for (const comment of existingComments) {
+        await ctx.db.delete(comment._id)
+      }
+
+      const existingEvents = await ctx.db
+        .query("ticketEvents")
+        .withIndex("by_ticket", (q) => q.eq("ticketId", ticketId))
+        .collect()
+      for (const event of existingEvents) {
+        await ctx.db.delete(event._id)
+      }
+
+      for (const comment of ticket.comments) {
+        const authorId = await ensureUser(
+          ctx,
+          snapshot.tenantId,
+          {
+            email: comment.authorEmail,
+            name: comment.authorEmail,
+          },
+          userCache
+        )
+        await ctx.db.insert("ticketComments", {
+          ticketId,
+          authorId,
+          visibility: comment.visibility,
+          body: comment.body,
+          attachments: [],
+          createdAt: comment.createdAt,
+          updatedAt: comment.updatedAt,
+        })
+        commentsInserted += 1
+      }
+
+      for (const event of ticket.events) {
+        await ctx.db.insert("ticketEvents", {
+          ticketId,
+          type: event.type,
+          payload: event.payload ?? {},
+          createdAt: event.createdAt,
+        })
+        eventsInserted += 1
+      }
+    }
+
+    return {
+      usersProcessed: userCache.size,
+      queuesProcessed: queueCache.size,
+      ticketsUpserted,
+      commentsInserted,
+      eventsInserted,
+    }
+  },
+})

web/convex/schema.ts

@@ -107,6 +107,18 @@ export default defineSchema({
     createdAt: v.number(),
   }).index("by_ticket", ["ticketId"]),
 
+  commentTemplates: defineTable({
+    tenantId: v.string(),
+    title: v.string(),
+    body: v.string(),
+    createdBy: v.id("users"),
+    updatedBy: v.optional(v.id("users")),
+    createdAt: v.number(),
+    updatedAt: v.number(),
+  })
+    .index("by_tenant", ["tenantId"])
+    .index("by_tenant_title", ["tenantId", "title"]),
+
   ticketWorkSessions: defineTable({
     ticketId: v.id("tickets"),
     agentId: v.id("users"),

web/convex/seed.ts

@@ -61,14 +61,71 @@ export const seedDemo = mutation({
         .query("users")
         .withIndex("by_tenant_email", (q) => q.eq("tenantId", tenantId).eq("email", email))
         .first();
-      if (found) return found._id;
+      if (found) {
-      return await ctx.db.insert("users", { tenantId, name, email, role, avatarUrl: `https://avatar.vercel.sh/${name.split(" ")[0]}` });
+        const updates: Record<string, unknown> = {};
+        if (found.name !== name) updates.name = name;
+        if ((found.role ?? "AGENT") !== role) updates.role = role;
+        const desiredAvatar = role === "CUSTOMER" ? found.avatarUrl ?? undefined : `https://avatar.vercel.sh/${name.split(" ")[0]}`;
+        if (found.avatarUrl !== desiredAvatar) updates.avatarUrl = desiredAvatar;
+        if (Object.keys(updates).length > 0) {
+          await ctx.db.patch(found._id, updates);
         }
-    const reverId = await ensureUser("Rever", "renan.pac@paulicon.com.br");
+        return found._id;
-    const agenteDemoId = await ensureUser("Agente Demo", "agente.demo@sistema.dev");
+      }
+      return await ctx.db.insert("users", { tenantId, name, email, role, avatarUrl: role === "CUSTOMER" ? undefined : `https://avatar.vercel.sh/${name.split(" ")[0]}` });
+    }
+    const adminId = await ensureUser("Administrador", "admin@sistema.dev", "ADMIN");
+    const staffRoster = [
+      { name: "Gabriel Oliveira", email: "gabriel.oliveira@rever.com.br" },
+      { name: "George Araujo", email: "george.araujo@rever.com.br" },
+      { name: "Hugo Soares", email: "hugo.soares@rever.com.br" },
+      { name: "Julio Cesar", email: "julio@rever.com.br" },
+      { name: "Lorena Magalhães", email: "lorena@rever.com.br" },
+      { name: "Rever", email: "renan.pac@paulicon.com.br" },
+      { name: "Thiago Medeiros", email: "thiago.medeiros@rever.com.br" },
+      { name: "Weslei Magalhães", email: "weslei@rever.com.br" },
+    ];
+
+    const staffIds = await Promise.all(staffRoster.map((staff) => ensureUser(staff.name, staff.email)));
+    const defaultAssigneeId = staffIds[0] ?? adminId;
     const eduardaId = await ensureUser("Eduarda Rocha", "eduarda.rocha@example.com", "CUSTOMER");
     const clienteDemoId = await ensureUser("Cliente Demo", "cliente.demo@sistema.dev", "CUSTOMER");
 
+    const templateDefinitions = [
+      {
+        title: "A Rever agradece seu contato",
+        body: "<p>A Rever agradece seu contato. Recebemos sua solicitação e nossa equipe já está analisando os detalhes. Retornaremos com atualizações em breve.</p>",
+      },
+      {
+        title: "Atualização do chamado",
+        body: "<p>Seu chamado foi atualizado. Caso tenha novas informações ou dúvidas, basta responder a esta mensagem.</p>",
+      },
+      {
+        title: "Chamado resolvido",
+        body: "<p>Concluímos o atendimento deste chamado. A Rever agradece a parceria e permanecemos à disposição para novos suportes.</p>",
+      },
+    ];
+
+    const existingTemplates = await ctx.db
+      .query("commentTemplates")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .collect();
+
+    for (const definition of templateDefinitions) {
+      const already = existingTemplates.find((template) => template?.title === definition.title);
+      if (already) continue;
+      const timestamp = Date.now();
+      await ctx.db.insert("commentTemplates", {
+        tenantId,
+        title: definition.title,
+        body: definition.body,
+        createdBy: adminId,
+        updatedBy: adminId,
+        createdAt: timestamp,
+        updatedAt: timestamp,
+      });
+    }
+
     // Seed a couple of tickets
     const now = Date.now();
     const newestRef = await ctx.db
@@ -90,7 +147,7 @@ export const seedDemo = mutation({
       channel: "EMAIL",
       queueId: queue1,
       requesterId: eduardaId,
-      assigneeId: reverId,
+      assigneeId: defaultAssigneeId,
       createdAt: now - 1000 * 60 * 60 * 5,
       updatedAt: now - 1000 * 60 * 10,
       tags: ["portal", "cliente"],
@@ -107,7 +164,7 @@ export const seedDemo = mutation({
       channel: "WHATSAPP",
       queueId: queue2,
       requesterId: clienteDemoId,
-      assigneeId: agenteDemoId,
+      assigneeId: defaultAssigneeId,
       createdAt: now - 1000 * 60 * 60 * 8,
       updatedAt: now - 1000 * 60 * 30,
       tags: ["Integração", "erp"],

web/scripts/import-convex-to-prisma.mjs

@@ -0,0 +1,292 @@
+import { PrismaClient } from "@prisma/client"
+import { ConvexHttpClient } from "convex/browser"
+
+const prisma = new PrismaClient()
+
+const tenantId = process.env.SYNC_TENANT_ID || "tenant-atlas"
+const convexUrl = process.env.NEXT_PUBLIC_CONVEX_URL || "http://127.0.0.1:3210"
+const secret = process.env.CONVEX_SYNC_SECRET
+const STAFF_ROSTER = [
+  { email: "admin@sistema.dev", name: "Administrador", role: "ADMIN" },
+  { email: "gabriel.oliveira@rever.com.br", name: "Gabriel Oliveira", role: "AGENT" },
+  { email: "george.araujo@rever.com.br", name: "George Araujo", role: "AGENT" },
+  { email: "hugo.soares@rever.com.br", name: "Hugo Soares", role: "AGENT" },
+  { email: "julio@rever.com.br", name: "Julio Cesar", role: "AGENT" },
+  { email: "lorena@rever.com.br", name: "Lorena Magalhães", role: "AGENT" },
+  { email: "renan.pac@paulicon.com.br", name: "Rever", role: "AGENT" },
+  { email: "thiago.medeiros@rever.com.br", name: "Thiago Medeiros", role: "AGENT" },
+  { email: "weslei@rever.com.br", name: "Weslei Magalhães", role: "AGENT" },
+]
+
+const rawDefaultAssigneeEmail = process.env.SYNC_DEFAULT_ASSIGNEE || "gabriel.oliveira@rever.com.br"
+
+if (!secret) {
+  console.error("CONVEX_SYNC_SECRET não configurado. Configure no .env.")
+  process.exit(1)
+}
+
+const allowedRoles = new Set(["ADMIN", "MANAGER", "AGENT", "COLLABORATOR", "CUSTOMER"])
+
+const client = new ConvexHttpClient(convexUrl)
+
+function normalizeEmail(email) {
+  if (!email) return null
+  return email.trim().toLowerCase()
+}
+
+const defaultAssigneeEmail = normalizeEmail(rawDefaultAssigneeEmail)
+
+function toDate(value) {
+  if (!value && value !== 0) return null
+  return new Date(value)
+}
+
+async function upsertUsers(snapshotUsers) {
+  const map = new Map()
+
+  for (const user of snapshotUsers) {
+    const normalizedEmail = normalizeEmail(user.email)
+    if (!normalizedEmail) continue
+
+    const normalizedRole = (user.role ?? "CUSTOMER").toUpperCase()
+    const role = allowedRoles.has(normalizedRole) ? normalizedRole : "CUSTOMER"
+
+    const record = await prisma.user.upsert({
+      where: { email: normalizedEmail },
+      update: {
+        name: user.name ?? normalizedEmail,
+        role,
+        tenantId,
+        avatarUrl: user.avatarUrl ?? null,
+      },
+      create: {
+        email: normalizedEmail,
+        name: user.name ?? normalizedEmail,
+        role,
+        tenantId,
+        avatarUrl: user.avatarUrl ?? null,
+      },
+    })
+
+    map.set(normalizedEmail, record.id)
+  }
+
+  for (const staff of STAFF_ROSTER) {
+    const normalizedEmail = normalizeEmail(staff.email)
+    if (!normalizedEmail) continue
+    const record = await prisma.user.upsert({
+      where: { email: normalizedEmail },
+      update: {
+        name: staff.name,
+        role: staff.role,
+        tenantId,
+      },
+      create: {
+        email: normalizedEmail,
+        name: staff.name,
+        role: staff.role,
+        tenantId,
+        avatarUrl: null,
+      },
+    })
+    map.set(normalizedEmail, record.id)
+  }
+
+  const allowedStaffEmails = new Set(STAFF_ROSTER.map((staff) => normalizeEmail(staff.email)).filter(Boolean))
+
+  const removableStaff = await prisma.user.findMany({
+    where: {
+      tenantId,
+      role: { in: ["ADMIN", "MANAGER", "AGENT", "COLLABORATOR"] },
+      email: {
+        notIn: Array.from(allowedStaffEmails),
+      },
+    },
+  })
+
+  const fallbackAssigneeId = defaultAssigneeEmail ? map.get(defaultAssigneeEmail) ?? null : null
+
+  for (const staff of removableStaff) {
+    if (fallbackAssigneeId) {
+      await prisma.ticket.updateMany({
+        where: { tenantId, assigneeId: staff.id },
+        data: { assigneeId: fallbackAssigneeId },
+      })
+      await prisma.ticketComment.updateMany({
+        where: { authorId: staff.id },
+        data: { authorId: fallbackAssigneeId },
+      })
+    }
+
+    await prisma.user.update({
+      where: { id: staff.id },
+      data: {
+        role: "CUSTOMER",
+      },
+    })
+  }
+
+  return map
+}
+
+async function upsertQueues(snapshotQueues) {
+  const map = new Map()
+
+  for (const queue of snapshotQueues) {
+    if (!queue.slug) continue
+    const record = await prisma.queue.upsert({
+      where: {
+        tenantId_slug: {
+          tenantId,
+          slug: queue.slug,
+        },
+      },
+      update: {
+        name: queue.name,
+      },
+      create: {
+        tenantId,
+        name: queue.name,
+        slug: queue.slug,
+      },
+    })
+
+    map.set(queue.slug, record.id)
+  }
+
+  return map
+}
+
+async function upsertTickets(snapshotTickets, userMap, queueMap) {
+  let created = 0
+  let updated = 0
+
+  const fallbackAssigneeId = defaultAssigneeEmail ? userMap.get(defaultAssigneeEmail) ?? null : null
+
+  for (const ticket of snapshotTickets) {
+    if (!ticket.requesterEmail) continue
+
+    const requesterId = userMap.get(normalizeEmail(ticket.requesterEmail))
+    if (!requesterId) continue
+
+    const queueId = ticket.queueSlug ? queueMap.get(ticket.queueSlug) ?? null : null
+
+    const desiredAssigneeEmail = defaultAssigneeEmail || normalizeEmail(ticket.assigneeEmail)
+    const assigneeId = desiredAssigneeEmail ? userMap.get(desiredAssigneeEmail) || fallbackAssigneeId || null : fallbackAssigneeId || null
+
+    const existing = await prisma.ticket.findFirst({
+      where: {
+        tenantId,
+        reference: ticket.reference,
+      },
+    })
+
+    const data = {
+      subject: ticket.subject,
+      summary: ticket.summary ?? null,
+      status: (ticket.status ?? "NEW").toUpperCase(),
+      priority: (ticket.priority ?? "MEDIUM").toUpperCase(),
+      channel: (ticket.channel ?? "MANUAL").toUpperCase(),
+      queueId,
+      requesterId,
+      assigneeId,
+      dueAt: toDate(ticket.dueAt),
+      firstResponseAt: toDate(ticket.firstResponseAt),
+      resolvedAt: toDate(ticket.resolvedAt),
+      closedAt: toDate(ticket.closedAt),
+      createdAt: toDate(ticket.createdAt) ?? new Date(),
+      updatedAt: toDate(ticket.updatedAt) ?? new Date(),
+    }
+
+    let ticketRecord
+
+    if (existing) {
+      ticketRecord = await prisma.ticket.update({
+        where: { id: existing.id },
+        data,
+      })
+      updated += 1
+    } else {
+      ticketRecord = await prisma.ticket.create({
+        data: {
+          tenantId,
+          reference: ticket.reference,
+          ...data,
+        },
+      })
+      created += 1
+    }
+
+    await prisma.ticketComment.deleteMany({ where: { ticketId: ticketRecord.id } })
+    await prisma.ticketEvent.deleteMany({ where: { ticketId: ticketRecord.id } })
+
+    const commentsData = ticket.comments
+      .map((comment) => {
+        const authorId = comment.authorEmail ? userMap.get(normalizeEmail(comment.authorEmail)) : null
+        if (!authorId) {
+          return null
+        }
+        return {
+          ticketId: ticketRecord.id,
+          authorId,
+          visibility: (comment.visibility ?? "INTERNAL").toUpperCase(),
+          body: comment.body ?? "",
+          attachments: null,
+          createdAt: toDate(comment.createdAt) ?? new Date(),
+          updatedAt: toDate(comment.updatedAt) ?? new Date(),
+        }
+      })
+      .filter(Boolean)
+
+    if (commentsData.length > 0) {
+      await prisma.ticketComment.createMany({ data: commentsData })
+    }
+
+    const eventsData = ticket.events.map((event) => ({
+      ticketId: ticketRecord.id,
+      type: event.type ?? "UNKNOWN",
+      payload: event.payload ?? {},
+      createdAt: toDate(event.createdAt) ?? new Date(),
+    }))
+
+    if (eventsData.length > 0) {
+      await prisma.ticketEvent.createMany({ data: eventsData })
+    }
+  }
+
+  return { created, updated }
+}
+
+async function run() {
+  console.log("Baixando snapshot do Convex...")
+  const snapshot = await client.query("migrations:exportTenantSnapshot", {
+    secret,
+    tenantId,
+  })
+
+  console.log(`Usuários recebidos: ${snapshot.users.length}`)
+  console.log(`Filas recebidas: ${snapshot.queues.length}`)
+  console.log(`Tickets recebidos: ${snapshot.tickets.length}`)
+
+  console.log("Sincronizando usuários no Prisma...")
+  const userMap = await upsertUsers(snapshot.users)
+  console.log(`Usuários ativos no mapa: ${userMap.size}`)
+
+  console.log("Sincronizando filas no Prisma...")
+  const queueMap = await upsertQueues(snapshot.queues)
+  console.log(`Filas ativas no mapa: ${queueMap.size}`)
+
+  console.log("Sincronizando tickets no Prisma...")
+  const ticketStats = await upsertTickets(snapshot.tickets, userMap, queueMap)
+  console.log(`Tickets criados: ${ticketStats.created}`)
+  console.log(`Tickets atualizados: ${ticketStats.updated}`)
+}
+
+run()
+  .catch((error) => {
+    console.error("Falha ao importar dados do Convex para Prisma", error)
+    process.exitCode = 1
+  })
+  .finally(async () => {
+    await prisma.$disconnect()
+  })

web/scripts/seed-auth.mjs

@@ -24,13 +24,6 @@ const defaultUsers = singleUserFromEnv ?? [
     role: "admin",
     tenantId,
   },
-  {
-    email: "agente.demo@sistema.dev",
-    password: "agent123",
-    name: "Agente Demo",
-    role: "agent",
-    tenantId,
-  },
   {
     email: "cliente.demo@sistema.dev",
     password: "cliente123",
@@ -38,6 +31,62 @@ const defaultUsers = singleUserFromEnv ?? [
     role: "customer",
     tenantId,
   },
+  {
+    email: "gabriel.oliveira@rever.com.br",
+    password: "agent123",
+    name: "Gabriel Oliveira",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "george.araujo@rever.com.br",
+    password: "agent123",
+    name: "George Araujo",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "hugo.soares@rever.com.br",
+    password: "agent123",
+    name: "Hugo Soares",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "julio@rever.com.br",
+    password: "agent123",
+    name: "Julio Cesar",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "lorena@rever.com.br",
+    password: "agent123",
+    name: "Lorena Magalhães",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "renan.pac@paulicon.com.br",
+    password: "agent123",
+    name: "Rever",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "thiago.medeiros@rever.com.br",
+    password: "agent123",
+    name: "Thiago Medeiros",
+    role: "agent",
+    tenantId,
+  },
+  {
+    email: "weslei@rever.com.br",
+    password: "agent123",
+    name: "Weslei Magalhães",
+    role: "agent",
+    tenantId,
+  },
 ]
 
 async function upsertAuthUser({ email, password, name, role, tenantId: userTenant }: (typeof defaultUsers)[number]) {

web/scripts/sync-prisma-to-convex.mjs

@@ -0,0 +1,136 @@
+import { PrismaClient } from "@prisma/client"
+import { ConvexHttpClient } from "convex/browser"
+
+const prisma = new PrismaClient()
+
+function toMillis(date) {
+  return date instanceof Date ? date.getTime() : date ? new Date(date).getTime() : undefined
+}
+
+function normalizeString(value, fallback = "") {
+  if (!value) return fallback
+  return value.trim()
+}
+
+function slugify(value) {
+  return normalizeString(value)
+    .toLowerCase()
+    .replace(/[^a-z0-9\s-]/g, "")
+    .replace(/\s+/g, "-")
+    .replace(/-+/g, "-") || undefined
+}
+
+async function main() {
+  const tenantId = process.env.SYNC_TENANT_ID || "tenant-atlas"
+  const convexUrl = process.env.NEXT_PUBLIC_CONVEX_URL || "http://127.0.0.1:3210"
+  const secret = process.env.CONVEX_SYNC_SECRET
+
+  if (!secret) {
+    console.error("CONVEX_SYNC_SECRET não configurado. Configure no .env.")
+    process.exit(1)
+  }
+
+  const [users, queues, tickets] = await Promise.all([
+    prisma.user.findMany({
+      include: {
+        teams: {
+          include: { team: true },
+        },
+      },
+    }),
+    prisma.queue.findMany(),
+    prisma.ticket.findMany({
+      include: {
+        requester: true,
+        assignee: true,
+        queue: true,
+        comments: {
+          include: {
+            author: true,
+          },
+        },
+        events: true,
+      },
+      orderBy: { createdAt: "asc" },
+    }),
+  ])
+
+  const userSnapshot = users.map((user) => ({
+    email: user.email,
+    name: normalizeString(user.name, user.email),
+    role: user.role,
+    avatarUrl: user.avatarUrl ?? undefined,
+    teams: user.teams
+      .map((membership) => membership.team?.name)
+      .filter((name) => Boolean(name) && typeof name === "string"),
+  }))
+
+  const queueSnapshot = queues.map((queue) => ({
+    name: normalizeString(queue.name, queue.slug ?? queue.id),
+    slug: queue.slug ? queue.slug : normalizeString(queue.name, queue.id).toLowerCase().replace(/\s+/g, "-"),
+  }))
+
+  const referenceFallbackStart = 41000
+  let referenceCounter = referenceFallbackStart
+
+  const ticketSnapshot = tickets.map((ticket) => {
+    const reference = ticket.reference && ticket.reference > 0 ? ticket.reference : ++referenceCounter
+    const requesterEmail = ticket.requester?.email ?? userSnapshot[0]?.email ?? "unknown@example.com"
+    const assigneeEmail = ticket.assignee?.email ?? undefined
+    const queueSlug = ticket.queue?.slug ?? slugify(ticket.queue?.name)
+
+    return {
+      reference,
+      subject: normalizeString(ticket.subject, `Ticket ${reference}`),
+      summary: ticket.summary ?? undefined,
+      status: ticket.status,
+      priority: ticket.priority,
+      channel: ticket.channel,
+      queueSlug: queueSlug ?? undefined,
+      requesterEmail,
+      assigneeEmail,
+      dueAt: toMillis(ticket.dueAt) ?? undefined,
+      firstResponseAt: toMillis(ticket.firstResponseAt) ?? undefined,
+      resolvedAt: toMillis(ticket.resolvedAt) ?? undefined,
+      closedAt: toMillis(ticket.closedAt) ?? undefined,
+      createdAt: toMillis(ticket.createdAt) ?? Date.now(),
+      updatedAt: toMillis(ticket.updatedAt) ?? Date.now(),
+      tags: Array.isArray(ticket.tags) ? ticket.tags : undefined,
+      comments: ticket.comments.map((comment) => ({
+        authorEmail: comment.author?.email ?? requesterEmail,
+        visibility: comment.visibility,
+        body: comment.body,
+        createdAt: toMillis(comment.createdAt) ?? Date.now(),
+        updatedAt: toMillis(comment.updatedAt) ?? Date.now(),
+      })),
+      events: ticket.events.map((event) => ({
+        type: event.type,
+        payload: event.payload ?? {},
+        createdAt: toMillis(event.createdAt) ?? Date.now(),
+      })),
+    }
+  })
+
+  const client = new ConvexHttpClient(convexUrl)
+
+  const result = await client.mutation("migrations:importPrismaSnapshot", {
+    secret,
+    snapshot: {
+      tenantId,
+      users: userSnapshot,
+      queues: queueSnapshot,
+      tickets: ticketSnapshot,
+    },
+  })
+
+  console.log("Sincronização concluída:", result)
+}
+
+main()
+  .catch((error) => {
+    console.error(error)
+    process.exitCode = 1
+  })
+  .finally(async () => {
+    await prisma.$disconnect()
+  })

web/src/app/settings/templates/page.tsx

@@ -0,0 +1,24 @@
+import { AppShell } from "@/components/app-shell"
+import { CommentTemplatesManager } from "@/components/settings/comment-templates-manager"
+import { SiteHeader } from "@/components/site-header"
+import { requireStaffSession } from "@/lib/auth-server"
+
+export const dynamic = "force-dynamic"
+export const runtime = "nodejs"
+
+export default async function CommentTemplatesPage() {
+  await requireStaffSession()
+
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Templates de comentário"
+          lead="Mantenha respostas prontas e alinhadas com a voz da Rever."
+        />
+      }
+    >
+      <CommentTemplatesManager />
+    </AppShell>
+  )
+}

web/src/components/settings/comment-templates-manager.tsx

@@ -0,0 +1,322 @@
+"use client"
+
+import { useMemo, useState } from "react"
+import { useMutation, useQuery } from "convex/react"
+import { toast } from "sonner"
+import { IconFileText, IconPlus, IconTrash, IconX } from "@tabler/icons-react"
+// @ts-expect-error Convex runtime API lacks TypeScript declarations
+import { api } from "@/convex/_generated/api"
+import type { Id } from "@/convex/_generated/dataModel"
+
+import { useAuth } from "@/lib/auth-client"
+import { DEFAULT_TENANT_ID } from "@/lib/constants"
+import { sanitizeEditorHtml, RichTextEditor, RichTextContent } from "@/components/ui/rich-text-editor"
+import { Button } from "@/components/ui/button"
+import { Input } from "@/components/ui/input"
+import { Card, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
+import { Spinner } from "@/components/ui/spinner"
+
+export function CommentTemplatesManager() {
+  const { convexUserId, session } = useAuth()
+  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
+  const viewerId = convexUserId as Id<"users"> | undefined
+
+  const templates = useQuery(
+    viewerId ? api.commentTemplates.list : "skip",
+    viewerId ? { tenantId, viewerId } : "skip"
+  ) as
+    | {
+        id: Id<"commentTemplates">
+        title: string
+        body: string
+        createdAt: number
+        updatedAt: number
+        createdBy: Id<"users">
+        updatedBy: Id<"users"> | null
+      }[]
+    | undefined
+
+  const createTemplate = useMutation(api.commentTemplates.create)
+  const updateTemplate = useMutation(api.commentTemplates.update)
+  const deleteTemplate = useMutation(api.commentTemplates.remove)
+
+  const [title, setTitle] = useState("")
+  const [body, setBody] = useState("")
+  const [isSubmitting, setIsSubmitting] = useState(false)
+
+  const isLoading = viewerId && templates === undefined
+
+  const orderedTemplates = useMemo(() => templates ?? [], [templates])
+
+  async function handleCreate(event: React.FormEvent<HTMLFormElement>) {
+    event.preventDefault()
+    if (!viewerId) return
+    const trimmedTitle = title.trim()
+    const sanitizedBody = sanitizeEditorHtml(body)
+    if (trimmedTitle.length < 3) {
+      toast.error("Informe um título com pelo menos 3 caracteres.")
+      return
+    }
+    if (!sanitizedBody) {
+      toast.error("Escreva o conteúdo do template antes de salvar.")
+      return
+    }
+    setIsSubmitting(true)
+    toast.loading("Criando template...", { id: "create-template" })
+    try {
+      await createTemplate({ tenantId, actorId: viewerId, title: trimmedTitle, body: sanitizedBody })
+      toast.success("Template criado!", { id: "create-template" })
+      setTitle("")
+      setBody("")
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível criar o template.", { id: "create-template" })
+    } finally {
+      setIsSubmitting(false)
+    }
+  }
+
+  async function handleUpdate(templateId: Id<"commentTemplates">, nextTitle: string, nextBody: string) {
+    if (!viewerId) return
+    const trimmedTitle = nextTitle.trim()
+    const sanitizedBody = sanitizeEditorHtml(nextBody)
+    if (trimmedTitle.length < 3) {
+      toast.error("Informe um título com pelo menos 3 caracteres.")
+      return false
+    }
+    if (!sanitizedBody) {
+      toast.error("Escreva o conteúdo do template antes de salvar.")
+      return false
+    }
+    const toastId = `update-template-${templateId}`
+    toast.loading("Atualizando template...", { id: toastId })
+    try {
+      await updateTemplate({
+        templateId,
+        tenantId,
+        actorId: viewerId,
+        title: trimmedTitle,
+        body: sanitizedBody,
+      })
+      toast.success("Template atualizado!", { id: toastId })
+      return true
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível atualizar o template.", { id: toastId })
+      return false
+    }
+  }
+
+  async function handleDelete(templateId: Id<"commentTemplates">) {
+    if (!viewerId) return
+    const toastId = `delete-template-${templateId}`
+    toast.loading("Removendo template...", { id: toastId })
+    try {
+      await deleteTemplate({ templateId, tenantId, actorId: viewerId })
+      toast.success("Template removido!", { id: toastId })
+    } catch (error) {
+      console.error(error)
+      toast.error("Não foi possível remover o template.", { id: toastId })
+    }
+  }
+
+  if (!viewerId) {
+    return (
+      <Card className="border border-slate-200">
+        <CardHeader>
+          <CardTitle>Templates de comentário</CardTitle>
+          <CardDescription>Faça login para gerenciar os templates de resposta rápida.</CardDescription>
+        </CardHeader>
+      </Card>
+    )
+  }
+
+  return (
+    <div className="space-y-6">
+      <Card className="border border-slate-200">
+        <CardHeader className="flex flex-col gap-1">
+          <CardTitle className="text-xl font-semibold text-neutral-900">Templates de comentário</CardTitle>
+          <CardDescription className="text-sm text-neutral-600">
+            Mantenha respostas rápidas prontas para uso. Administradores e agentes podem criar, editar e remover templates.
+          </CardDescription>
+        </CardHeader>
+        <CardContent>
+          <form className="space-y-4" onSubmit={handleCreate}>
+            <div className="space-y-2">
+              <label htmlFor="template-title" className="text-sm font-medium text-neutral-800">
+                Título do template
+              </label>
+              <Input
+                id="template-title"
+                placeholder="Ex.: A Rever agradece seu contato"
+                value={title}
+                onChange={(event) => setTitle(event.target.value)}
+                required
+              />
+            </div>
+            <div className="space-y-2">
+              <label htmlFor="template-body" className="text-sm font-medium text-neutral-800">
+                Conteúdo padrão
+              </label>
+              <RichTextEditor value={body} onChange={setBody} minHeight={180} placeholder="Escreva a mensagem padrão..." />
+            </div>
+            <div className="flex justify-end gap-2">
+              {body ? (
+                <Button
+                  type="button"
+                  variant="outline"
+                  className="inline-flex items-center gap-2"
+                  onClick={() => {
+                    setBody("")
+                    setTitle("")
+                  }}
+                  disabled={isSubmitting}
+                >
+                  <IconX className="size-4" />
+                  Limpar
+                </Button>
+              ) : null}
+              <Button type="submit" className="inline-flex items-center gap-2" disabled={isSubmitting}>
+                {isSubmitting ? <Spinner className="size-4 text-white" /> : <IconPlus className="size-4" />}Salvar template
+              </Button>
+            </div>
+          </form>
+        </CardContent>
+      </Card>
+      <Card className="border border-slate-200">
+        <CardHeader className="flex flex-col gap-1">
+          <CardTitle className="flex items-center gap-2 text-lg font-semibold text-neutral-900">
+            <IconFileText className="size-5 text-neutral-500" /> Templates cadastrados
+          </CardTitle>
+          <CardDescription className="text-sm text-neutral-600">
+            Gerencie as mensagens prontas utilizadas nos comentários de tickets.
+          </CardDescription>
+        </CardHeader>
+        <CardContent>
+          {isLoading ? (
+            <div className="flex items-center gap-2 text-sm text-neutral-600">
+              <Spinner className="size-4" /> Carregando templates...
+            </div>
+          ) : orderedTemplates.length === 0 ? (
+            <Empty>
+              <EmptyHeader>
+                <EmptyMedia variant="icon">
+                  <IconFileText className="size-5 text-neutral-500" />
+                </EmptyMedia>
+                <EmptyTitle>Nenhum template cadastrado</EmptyTitle>
+                <EmptyDescription>Crie seu primeiro template usando o formulário acima.</EmptyDescription>
+              </EmptyHeader>
+            </Empty>
+          ) : (
+            <div className="flex flex-col gap-4">
+              {orderedTemplates.map((template) => (
+                <TemplateItem
+                  key={template.id}
+                  template={template}
+                  onSave={handleUpdate}
+                  onDelete={handleDelete}
+                />
+              ))}
+            </div>
+          )}
+        </CardContent>
+      </Card>
+    </div>
+  )
+}
+
+type TemplateItemProps = {
+  template: {
+    id: Id<"commentTemplates">
+    title: string
+    body: string
+    updatedAt: number
+  }
+  onSave: (templateId: Id<"commentTemplates">, title: string, body: string) => Promise<boolean | void>
+  onDelete: (templateId: Id<"commentTemplates">) => Promise<void>
+}
+
+function TemplateItem({ template, onSave, onDelete }: TemplateItemProps) {
+  const [isEditing, setIsEditing] = useState(false)
+  const [title, setTitle] = useState(template.title)
+  const [body, setBody] = useState(template.body)
+  const [isSaving, setIsSaving] = useState(false)
+  const [isDeleting, setIsDeleting] = useState(false)
+
+  const lastUpdated = useMemo(() => new Date(template.updatedAt), [template.updatedAt])
+
+  async function handleSave() {
+    setIsSaving(true)
+    const ok = await onSave(template.id, title, body)
+    setIsSaving(false)
+    if (ok !== false) {
+      setIsEditing(false)
+    }
+  }
+
+  async function handleDelete() {
+    setIsDeleting(true)
+    await onDelete(template.id)
+    setIsDeleting(false)
+  }
+
+  return (
+    <div className="rounded-xl border border-slate-200 bg-white p-4 shadow-sm">
+      <div className="flex flex-col gap-3">
+        {isEditing ? (
+          <div className="space-y-3">
+            <Input value={title} onChange={(event) => setTitle(event.target.value)} placeholder="Título" />
+            <RichTextEditor value={body} onChange={setBody} minHeight={160} />
+          </div>
+        ) : (
+          <div className="space-y-2">
+            <h3 className="text-base font-semibold text-neutral-900">{template.title}</h3>
+            <RichTextContent html={template.body} className="text-sm text-neutral-700" />
+          </div>
+        )}
+        <div className="flex flex-wrap items-center justify-between gap-3 text-xs text-neutral-500">
+          <span>Atualizado em {lastUpdated.toLocaleString("pt-BR")}</span>
+          <div className="flex items-center gap-2">
+            {isEditing ? (
+              <>
+                <Button
+                  type="button"
+                  variant="outline"
+                  size="sm"
+                  onClick={() => {
+                    setIsEditing(false)
+                    setTitle(template.title)
+                    setBody(template.body)
+                  }}
+                  disabled={isSaving}
+                >
+                  Cancelar
+                </Button>
+                <Button type="button" size="sm" onClick={handleSave} disabled={isSaving}>
+                  {isSaving ? <Spinner className="size-4 text-white" /> : "Salvar"}
+                </Button>
+              </>
+            ) : (
+              <>
+                <Button type="button" variant="outline" size="sm" onClick={() => setIsEditing(true)}>
+                  Editar
+                </Button>
+                <Button
+                  type="button"
+                  variant="destructive"
+                  size="sm"
+                  className="inline-flex items-center gap-1"
+                  onClick={handleDelete}
+                  disabled={isDeleting}
+                >
+                  {isDeleting ? <Spinner className="size-4 text-white" /> : <IconTrash className="size-4" />}Excluir
+                </Button>
+              </>
+            )}
+          </div>
+        </div>
+      </div>
+    </div>
+  )
+}

web/src/components/settings/settings-content.tsx

@@ -4,7 +4,7 @@ import { useMemo, useState } from "react"
 import Link from "next/link"
 import { useRouter } from "next/navigation"
 import { toast } from "sonner"
-import { Settings2, Share2, ShieldCheck, UserCog, UserPlus, Users2, Layers3 } from "lucide-react"
+import { Settings2, Share2, ShieldCheck, UserCog, UserPlus, Users2, Layers3, MessageSquareText } from "lucide-react"
 
 import { Badge } from "@/components/ui/badge"
 import { Button } from "@/components/ui/button"
@@ -67,6 +67,14 @@ const SETTINGS_ACTIONS: SettingsAction[] = [
     requiredRole: "admin",
     icon: UserPlus,
   },
+  {
+    title: "Templates de comentários",
+    description: "Gerencie mensagens rápidas utilizadas nos atendimentos.",
+    href: "/settings/templates",
+    cta: "Abrir templates",
+    requiredRole: "staff",
+    icon: MessageSquareText,
+  },
   {
     title: "Preferências da equipe",
     description: "Defina padrões de notificação e comportamento do modo play para toda a equipe.",

web/src/components/tickets/ticket-comments.rich.tsx

@@ -3,9 +3,9 @@
 import { useCallback, useEffect, useMemo, useRef, useState } from "react"
 import { formatDistanceToNow } from "date-fns"
 import { ptBR } from "date-fns/locale"
-import { IconLock, IconMessage } from "@tabler/icons-react"
+import { IconLock, IconMessage, IconFileText } from "@tabler/icons-react"
 import { FileIcon, Image as ImageIcon, PencilLine, Trash2, X } from "lucide-react"
-import { useAction, useMutation } from "convex/react"
+import { useAction, useMutation, useQuery } from "convex/react"
 // @ts-expect-error Convex runtime API lacks TypeScript declarations
 import { api } from "@/convex/_generated/api"
 import { useAuth } from "@/lib/auth-client"
@@ -19,6 +19,7 @@ import { toast } from "sonner"
 import { Dropzone } from "@/components/ui/dropzone"
 import { RichTextEditor, RichTextContent, sanitizeEditorHtml } from "@/components/ui/rich-text-editor"
 import { Dialog, DialogContent, DialogDescription, DialogHeader, DialogTitle } from "@/components/ui/dialog"
+import { DropdownMenu, DropdownMenuContent, DropdownMenuItem, DropdownMenuTrigger } from "@/components/ui/dropdown-menu"
 import { Select, SelectTrigger, SelectValue, SelectContent, SelectItem } from "@/components/ui/select"
 import { Empty, EmptyDescription, EmptyHeader, EmptyMedia, EmptyTitle } from "@/components/ui/empty"
 import { Spinner } from "@/components/ui/spinner"
@@ -33,7 +34,7 @@ const submitButtonClass =
   "inline-flex items-center gap-2 rounded-lg border border-black bg-black px-3 py-2 text-sm font-semibold text-white transition hover:bg-[#18181b]/85 focus-visible:outline-none focus-visible:ring-2 focus-visible:ring-[#18181b]/30"
 
 export function TicketComments({ ticket }: TicketCommentsProps) {
-  const { convexUserId } = useAuth()
+  const { convexUserId, isStaff } = useAuth()
   const addComment = useMutation(api.tickets.addComment)
   const removeAttachment = useMutation(api.tickets.removeCommentAttachment)
   const updateComment = useMutation(api.tickets.updateComment)
@@ -48,6 +49,25 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
   const [savingCommentId, setSavingCommentId] = useState<string | null>(null)
   const [localBodies, setLocalBodies] = useState<Record<string, string>>({})
 
+  const templateArgs = convexUserId && isStaff
+    ? { tenantId: ticket.tenantId, viewerId: convexUserId as Id<"users"> }
+    : "skip"
+  const templatesResult = useQuery(convexUserId && isStaff ? api.commentTemplates.list : "skip", templateArgs) as
+    | { id: string; title: string; body: string }[]
+    | undefined
+  const templates = templatesResult ?? []
+  const templatesLoading = Boolean(convexUserId && isStaff) && templatesResult === undefined
+  const canUseTemplates = Boolean(convexUserId && isStaff)
+
+  const insertTemplateIntoBody = (html: string) => {
+    const sanitized = sanitizeEditorHtml(html)
+    setBody((current) => {
+      if (!current) return sanitized
+      const merged = `${current}<p><br /></p>${sanitized}`
+      return sanitizeEditorHtml(merged)
+    })
+  }
+
   const startEditingComment = useCallback((commentId: string, currentBody: string) => {
     setEditingComment({ id: commentId, value: currentBody || "" })
   }, [])
@@ -352,8 +372,47 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
               })}
             </div>
           ) : null}
-          <div className="flex items-center justify-between gap-2">
+          <div className="flex flex-wrap items-center justify-between gap-3">
-            <div className="flex items-center gap-2 text-xs text-neutral-600">
+            <div className="flex flex-wrap items-center gap-3 text-xs text-neutral-600">
+              {canUseTemplates ? (
+                <DropdownMenu>
+                  <DropdownMenuTrigger asChild>
+                    <Button
+                      type="button"
+                      variant="outline"
+                      size="sm"
+                      className="inline-flex items-center gap-2 border-slate-200 text-sm text-neutral-700 hover:bg-slate-50"
+                      disabled={templatesLoading}
+                    >
+                      <IconFileText className="size-4" />
+                      Inserir template
+                    </Button>
+                  </DropdownMenuTrigger>
+                  <DropdownMenuContent align="start" className="w-72">
+                    {templatesLoading ? (
+                      <div className="flex items-center gap-2 px-3 py-2 text-sm text-neutral-500">
+                        <Spinner className="size-4" />
+                        Carregando templates...
+                      </div>
+                    ) : templates.length === 0 ? (
+                      <div className="px-3 py-2 text-sm text-neutral-500">
+                        Nenhum template disponível. Cadastre novos em configurações.
+                      </div>
+                    ) : (
+                      templates.map((template) => (
+                        <DropdownMenuItem
+                          key={template.id}
+                          className="flex flex-col items-start whitespace-normal py-2"
+                          onSelect={() => insertTemplateIntoBody(template.body)}
+                        >
+                          <span className="text-sm font-medium text-neutral-800">{template.title}</span>
+                        </DropdownMenuItem>
+                      ))
+                    )}
+                  </DropdownMenuContent>
+                </DropdownMenu>
+              ) : null}
+              <div className="flex items-center gap-2">
                 Visibilidade:
                 <Select value={visibility} onValueChange={(value) => setVisibility(value as "PUBLIC" | "INTERNAL")}>
                   <SelectTrigger className={selectTriggerClass}>
@@ -365,6 +424,7 @@ export function TicketComments({ ticket }: TicketCommentsProps) {
                   </SelectContent>
                 </Select>
               </div>
+            </div>
             <Button type="submit" size="sm" className={submitButtonClass}>
               Enviar
             </Button>