feat: automações de tickets e testes de regressão

convex/_generated/api.d.ts

@@ -9,6 +9,7 @@
  */
 
 import type * as alerts from "../alerts.js";
+import type * as automations from "../automations.js";
 import type * as bootstrap from "../bootstrap.js";
 import type * as categories from "../categories.js";
 import type * as categorySlas from "../categorySlas.js";
@@ -52,6 +53,7 @@ import type {
 
 declare const fullApi: ApiFromModules<{
   alerts: typeof alerts;
+  automations: typeof automations;
   bootstrap: typeof bootstrap;
   categories: typeof categories;
   categorySlas: typeof categorySlas;

convex/automations.ts

@@ -0,0 +1,516 @@
+import { ConvexError, v } from "convex/values"
+
+import { api } from "./_generated/api"
+import type { Doc, Id } from "./_generated/dataModel"
+import type { MutationCtx } from "./_generated/server"
+import { mutation, query } from "./_generated/server"
+import { requireInternal } from "./rbac"
+import {
+  evaluateAutomationConditions,
+  type AutomationConditionGroup,
+  type AutomationTrigger,
+  type TicketForAutomation,
+} from "./automationsEngine"
+import { getTemplateByKey, normalizeFormTemplateKey } from "./ticketFormTemplates"
+import { TICKET_FORM_CONFIG } from "./ticketForms.config"
+
+type AutomationAction =
+  | { type: "SET_PRIORITY"; priority: string }
+  | { type: "MOVE_QUEUE"; queueId: Id<"queues"> }
+  | { type: "ASSIGN_TO"; assigneeId: Id<"users"> }
+  | { type: "SET_FORM_TEMPLATE"; formTemplate: string | null }
+  | { type: "SET_CHAT_ENABLED"; enabled: boolean }
+  | { type: "ADD_INTERNAL_COMMENT"; body: string }
+
+const TRIGGERS: AutomationTrigger[] = ["TICKET_CREATED", "STATUS_CHANGED", "COMMENT_ADDED", "TICKET_RESOLVED"]
+const TIMINGS = ["IMMEDIATE", "DELAYED"] as const
+
+const VISIT_QUEUE_KEYWORDS = ["visita", "visitas", "in loco", "laboratório", "laboratorio", "lab"]
+
+function normalizeTrigger(input: string): AutomationTrigger {
+  const normalized = input.trim().toUpperCase()
+  const trigger = TRIGGERS.find((t) => t === normalized)
+  if (!trigger) {
+    throw new ConvexError("Gatilho inválido")
+  }
+  return trigger
+}
+
+function normalizeTiming(input: string): (typeof TIMINGS)[number] {
+  const normalized = input.trim().toUpperCase()
+  if (!TIMINGS.includes(normalized as (typeof TIMINGS)[number])) {
+    throw new ConvexError("Agendamento inválido")
+  }
+  return normalized as (typeof TIMINGS)[number]
+}
+
+function parseConditions(raw: unknown): AutomationConditionGroup | null {
+  if (!raw) return null
+  if (typeof raw !== "object" || Array.isArray(raw)) {
+    throw new ConvexError("Condições inválidas")
+  }
+  const group = raw as Partial<AutomationConditionGroup>
+  if (!group.op || (group.op !== "AND" && group.op !== "OR")) {
+    throw new ConvexError("Operador de condição inválido")
+  }
+  if (!Array.isArray(group.conditions)) {
+    throw new ConvexError("Condições inválidas")
+  }
+  return {
+    op: group.op,
+    conditions: group.conditions as AutomationConditionGroup["conditions"],
+  }
+}
+
+function parseActions(raw: unknown): AutomationAction[] {
+  if (!Array.isArray(raw)) {
+    throw new ConvexError("Ações inválidas")
+  }
+  if (raw.length === 0) {
+    throw new ConvexError("Adicione pelo menos uma ação")
+  }
+  return raw as AutomationAction[]
+}
+
+function mapAutomation(doc: Doc<"ticketAutomations">) {
+  return {
+    id: doc._id,
+    name: doc.name,
+    enabled: doc.enabled,
+    trigger: doc.trigger,
+    timing: doc.timing,
+    delayMs: doc.delayMs ?? null,
+    conditions: (doc.conditions ?? null) as AutomationConditionGroup | null,
+    actions: doc.actions as AutomationAction[],
+    runCount: doc.runCount ?? 0,
+    lastRunAt: doc.lastRunAt ?? null,
+    createdAt: doc.createdAt,
+    updatedAt: doc.updatedAt,
+  }
+}
+
+export const list = query({
+  args: { tenantId: v.string(), viewerId: v.id("users") },
+  handler: async (ctx, { tenantId, viewerId }) => {
+    await requireInternal(ctx, viewerId, tenantId)
+    const docs = await ctx.db
+      .query("ticketAutomations")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .take(200)
+    return docs.sort((a, b) => (b.updatedAt ?? 0) - (a.updatedAt ?? 0)).map(mapAutomation)
+  },
+})
+
+export const getById = query({
+  args: { tenantId: v.string(), viewerId: v.id("users"), automationId: v.id("ticketAutomations") },
+  handler: async (ctx, { tenantId, viewerId, automationId }) => {
+    await requireInternal(ctx, viewerId, tenantId)
+    const doc = await ctx.db.get(automationId)
+    if (!doc || doc.tenantId !== tenantId) return null
+    return mapAutomation(doc)
+  },
+})
+
+export const create = mutation({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+    name: v.string(),
+    enabled: v.boolean(),
+    trigger: v.string(),
+    timing: v.string(),
+    delayMs: v.optional(v.number()),
+    conditions: v.optional(v.any()),
+    actions: v.any(),
+  },
+  handler: async (ctx, args) => {
+    await requireInternal(ctx, args.viewerId, args.tenantId)
+
+    const name = args.name.trim()
+    if (!name) throw new ConvexError("Nome inválido")
+
+    const trigger = normalizeTrigger(args.trigger)
+    const timing = normalizeTiming(args.timing)
+    const delayMs = timing === "DELAYED" ? Math.max(0, args.delayMs ?? 0) : 0
+    if (timing === "DELAYED" && delayMs < 1_000) {
+      throw new ConvexError("Agendamento precisa ser de pelo menos 1 segundo")
+    }
+
+    const conditions = parseConditions(args.conditions)
+    const actions = parseActions(args.actions)
+
+    const now = Date.now()
+    const id = await ctx.db.insert("ticketAutomations", {
+      tenantId: args.tenantId,
+      name,
+      enabled: Boolean(args.enabled),
+      trigger,
+      timing,
+      delayMs: timing === "DELAYED" ? delayMs : undefined,
+      conditions: conditions ?? undefined,
+      actions,
+      createdBy: args.viewerId,
+      updatedBy: undefined,
+      createdAt: now,
+      updatedAt: now,
+      runCount: 0,
+      lastRunAt: undefined,
+    })
+    return { id }
+  },
+})
+
+export const update = mutation({
+  args: {
+    tenantId: v.string(),
+    viewerId: v.id("users"),
+    automationId: v.id("ticketAutomations"),
+    name: v.string(),
+    enabled: v.boolean(),
+    trigger: v.string(),
+    timing: v.string(),
+    delayMs: v.optional(v.number()),
+    conditions: v.optional(v.any()),
+    actions: v.any(),
+  },
+  handler: async (ctx, args) => {
+    await requireInternal(ctx, args.viewerId, args.tenantId)
+    const existing = await ctx.db.get(args.automationId)
+    if (!existing || existing.tenantId !== args.tenantId) {
+      throw new ConvexError("Automação não encontrada")
+    }
+
+    const name = args.name.trim()
+    if (!name) throw new ConvexError("Nome inválido")
+
+    const trigger = normalizeTrigger(args.trigger)
+    const timing = normalizeTiming(args.timing)
+    const delayMs = timing === "DELAYED" ? Math.max(0, args.delayMs ?? 0) : 0
+    if (timing === "DELAYED" && delayMs < 1_000) {
+      throw new ConvexError("Agendamento precisa ser de pelo menos 1 segundo")
+    }
+
+    const conditions = parseConditions(args.conditions)
+    const actions = parseActions(args.actions)
+
+    const now = Date.now()
+    await ctx.db.patch(args.automationId, {
+      name,
+      enabled: Boolean(args.enabled),
+      trigger,
+      timing,
+      delayMs: timing === "DELAYED" ? delayMs : undefined,
+      conditions: conditions ?? undefined,
+      actions,
+      updatedBy: args.viewerId,
+      updatedAt: now,
+    })
+    return { ok: true }
+  },
+})
+
+export const remove = mutation({
+  args: { tenantId: v.string(), viewerId: v.id("users"), automationId: v.id("ticketAutomations") },
+  handler: async (ctx, { tenantId, viewerId, automationId }) => {
+    await requireInternal(ctx, viewerId, tenantId)
+    const existing = await ctx.db.get(automationId)
+    if (!existing || existing.tenantId !== tenantId) {
+      throw new ConvexError("Automação não encontrada")
+    }
+    await ctx.db.delete(automationId)
+    return { ok: true }
+  },
+})
+
+export const toggleEnabled = mutation({
+  args: { tenantId: v.string(), viewerId: v.id("users"), automationId: v.id("ticketAutomations"), enabled: v.boolean() },
+  handler: async (ctx, { tenantId, viewerId, automationId, enabled }) => {
+    await requireInternal(ctx, viewerId, tenantId)
+    const existing = await ctx.db.get(automationId)
+    if (!existing || existing.tenantId !== tenantId) {
+      throw new ConvexError("Automação não encontrada")
+    }
+    await ctx.db.patch(automationId, { enabled: Boolean(enabled), updatedBy: viewerId, updatedAt: Date.now() })
+    return { ok: true }
+  },
+})
+
+export async function runTicketAutomationsForEvent(
+  ctx: MutationCtx,
+  params: { tenantId: string; ticketId: Id<"tickets">; eventType: AutomationTrigger }
+) {
+  try {
+    const { tenantId, ticketId, eventType } = params
+
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket || ticket.tenantId !== tenantId) return
+
+    const automations = await ctx.db
+      .query("ticketAutomations")
+      .withIndex("by_tenant_trigger", (q) => q.eq("tenantId", tenantId).eq("trigger", eventType))
+      .filter((q) => q.eq(q.field("enabled"), true))
+      .take(200)
+
+    if (automations.length === 0) return
+
+    for (const automation of automations) {
+      const conditions = (automation.conditions ?? null) as AutomationConditionGroup | null
+      const matches = evaluateAutomationConditions(ticket as unknown as TicketForAutomation, conditions)
+      if (!matches) continue
+
+      const timing = (automation.timing ?? "IMMEDIATE").toUpperCase()
+      const delayMs = timing === "DELAYED" ? Math.max(0, automation.delayMs ?? 0) : 0
+
+      const schedulerRunAfter = ctx.scheduler?.runAfter
+      if (timing === "DELAYED" && delayMs > 0 && typeof schedulerRunAfter === "function") {
+        await schedulerRunAfter(delayMs, api.automations.execute, {
+          automationId: automation._id,
+          ticketId,
+          eventType,
+        })
+        continue
+      }
+
+      await executeAutomationInternal(ctx, automation, ticket, eventType)
+    }
+  } catch (error) {
+    if (process.env.NODE_ENV !== "test") {
+      console.error("[automations] Falha ao processar automações", error)
+    }
+  }
+}
+
+export const execute = mutation({
+  args: {
+    automationId: v.id("ticketAutomations"),
+    ticketId: v.id("tickets"),
+    eventType: v.string(),
+  },
+  handler: async (ctx, { automationId, ticketId, eventType }) => {
+    const automation = await ctx.db.get(automationId)
+    if (!automation || automation.enabled !== true) return { ok: true, skipped: true }
+
+    const ticket = await ctx.db.get(ticketId)
+    if (!ticket || ticket.tenantId !== automation.tenantId) return { ok: true, skipped: true }
+
+    await executeAutomationInternal(ctx, automation, ticket, eventType)
+    return { ok: true }
+  },
+})
+
+async function executeAutomationInternal(
+  ctx: MutationCtx,
+  automation: Doc<"ticketAutomations">,
+  ticket: Doc<"tickets">,
+  eventType: string
+) {
+  const now = Date.now()
+
+  const conditions = (automation.conditions ?? null) as AutomationConditionGroup | null
+  const matched = evaluateAutomationConditions(ticket as unknown as TicketForAutomation, conditions)
+  if (!matched) {
+    await ctx.db.insert("ticketAutomationRuns", {
+      tenantId: automation.tenantId,
+      automationId: automation._id,
+      ticketId: ticket._id,
+      eventType,
+      status: "SKIPPED",
+      matched: false,
+      createdAt: now,
+    })
+    return
+  }
+
+  try {
+    const applied = await applyActions(ctx, automation, ticket, now)
+    await ctx.db.patch(automation._id, {
+      runCount: (automation.runCount ?? 0) + 1,
+      lastRunAt: now,
+      updatedAt: now,
+    })
+    await ctx.db.insert("ticketAutomationRuns", {
+      tenantId: automation.tenantId,
+      automationId: automation._id,
+      ticketId: ticket._id,
+      eventType,
+      status: "SUCCESS",
+      matched: true,
+      actionsApplied: applied,
+      createdAt: now,
+    })
+  } catch (error) {
+    const message = error instanceof Error ? error.message : String(error)
+    await ctx.db.insert("ticketAutomationRuns", {
+      tenantId: automation.tenantId,
+      automationId: automation._id,
+      ticketId: ticket._id,
+      eventType,
+      status: "ERROR",
+      matched: true,
+      error: message,
+      createdAt: now,
+    })
+  }
+}
+
+async function applyActions(
+  ctx: MutationCtx,
+  automation: Doc<"ticketAutomations">,
+  ticket: Doc<"tickets">,
+  now: number
+) {
+  const actions = parseActions(automation.actions)
+
+  const patch: Partial<Doc<"tickets">> = {}
+  const applied: Array<{ type: string; details?: Record<string, unknown> }> = []
+
+  for (const action of actions) {
+    if (action.type === "SET_PRIORITY") {
+      const next = action.priority.trim().toUpperCase()
+      if (!next) continue
+      if (ticket.priority !== next) {
+        patch.priority = next
+        applied.push({ type: action.type, details: { priority: next } })
+        const pt: Record<string, string> = { LOW: "Baixa", MEDIUM: "Média", HIGH: "Alta", URGENT: "Urgente" }
+        await ctx.db.insert("ticketEvents", {
+          ticketId: ticket._id,
+          type: "PRIORITY_CHANGED",
+          payload: { to: next, toLabel: pt[next] ?? next },
+          createdAt: now,
+        })
+      }
+      continue
+    }
+
+    if (action.type === "MOVE_QUEUE") {
+      const queue = (await ctx.db.get(action.queueId)) as Doc<"queues"> | null
+      if (!queue || queue.tenantId !== ticket.tenantId) {
+        throw new ConvexError("Fila inválida na automação")
+      }
+      if (ticket.queueId !== action.queueId) {
+        patch.queueId = action.queueId
+        const queueName = queue.name ?? ""
+        const normalizedQueueLabel = queueName.toLowerCase()
+        const isVisitQueueTarget = VISIT_QUEUE_KEYWORDS.some((keyword) => normalizedQueueLabel.includes(keyword))
+        if (!isVisitQueueTarget) {
+          patch.dueAt = ticket.slaSolutionDueAt ?? undefined
+        }
+        applied.push({ type: action.type, details: { queueId: String(action.queueId), queueName } })
+        await ctx.db.insert("ticketEvents", {
+          ticketId: ticket._id,
+          type: "QUEUE_CHANGED",
+          payload: { queueId: action.queueId, queueName },
+          createdAt: now,
+        })
+      }
+      continue
+    }
+
+    if (action.type === "ASSIGN_TO") {
+      const assignee = (await ctx.db.get(action.assigneeId)) as Doc<"users"> | null
+      if (!assignee || assignee.tenantId !== ticket.tenantId) {
+        throw new ConvexError("Responsável inválido na automação")
+      }
+      if (ticket.assigneeId !== action.assigneeId) {
+        patch.assigneeId = action.assigneeId
+        patch.assigneeSnapshot = {
+          name: assignee.name,
+          email: assignee.email,
+          avatarUrl: assignee.avatarUrl ?? undefined,
+          teams: assignee.teams ?? undefined,
+        }
+        applied.push({ type: action.type, details: { assigneeId: String(action.assigneeId), assigneeName: assignee.name } })
+
+        const previousAssigneeName =
+          ((ticket.assigneeSnapshot as { name?: string } | null)?.name as string | undefined) ?? "Não atribuído"
+        await ctx.db.insert("ticketEvents", {
+          ticketId: ticket._id,
+          type: "ASSIGNEE_CHANGED",
+          payload: {
+            assigneeId: action.assigneeId,
+            assigneeName: assignee.name,
+            previousAssigneeId: ticket.assigneeId ?? null,
+            previousAssigneeName,
+            viaAutomation: true,
+            automationId: automation._id,
+            automationName: automation.name,
+          },
+          createdAt: now,
+        })
+      }
+      continue
+    }
+
+    if (action.type === "SET_FORM_TEMPLATE") {
+      const normalizedKey = normalizeFormTemplateKey(action.formTemplate ?? null)
+      let label: string | null = null
+      if (normalizedKey) {
+        const templateDoc = await getTemplateByKey(ctx, ticket.tenantId, normalizedKey)
+        if (templateDoc && templateDoc.isArchived !== true) {
+          label = templateDoc.label
+        } else {
+          const fallback = TICKET_FORM_CONFIG.find((tpl) => tpl.key === normalizedKey) ?? null
+          if (fallback) label = fallback.label
+        }
+      }
+      if ((ticket.formTemplate ?? null) !== normalizedKey || (ticket.formTemplateLabel ?? null) !== label) {
+        patch.formTemplate = normalizedKey ?? undefined
+        patch.formTemplateLabel = label ?? undefined
+        applied.push({ type: action.type, details: { formTemplate: normalizedKey, formTemplateLabel: label } })
+      }
+      continue
+    }
+
+    if (action.type === "SET_CHAT_ENABLED") {
+      const next = Boolean(action.enabled)
+      if (Boolean(ticket.chatEnabled) !== next) {
+        patch.chatEnabled = next
+        applied.push({ type: action.type, details: { enabled: next } })
+      }
+      continue
+    }
+
+    if (action.type === "ADD_INTERNAL_COMMENT") {
+      const body = action.body.replace(/\r\n/g, "\n").trim()
+      if (!body) continue
+      if (body.length > 4000) {
+        throw new ConvexError("Comentário interno muito longo (máx. 4000 caracteres)")
+      }
+      const author = (await ctx.db.get(automation.createdBy)) as Doc<"users"> | null
+      if (!author || author.tenantId !== ticket.tenantId) {
+        throw new ConvexError("Autor da automação inválido")
+      }
+      const authorSnapshot = {
+        name: author.name,
+        email: author.email,
+        avatarUrl: author.avatarUrl ?? undefined,
+        teams: author.teams ?? undefined,
+      }
+      await ctx.db.insert("ticketComments", {
+        ticketId: ticket._id,
+        authorId: automation.createdBy,
+        visibility: "INTERNAL",
+        body,
+        authorSnapshot,
+        attachments: [],
+        createdAt: now,
+        updatedAt: now,
+      })
+      await ctx.db.insert("ticketEvents", {
+        ticketId: ticket._id,
+        type: "COMMENT_ADDED",
+        payload: { authorId: automation.createdBy, authorName: author.name, viaAutomation: true, automationId: automation._id },
+        createdAt: now,
+      })
+      applied.push({ type: action.type })
+      continue
+    }
+  }
+
+  if (Object.keys(patch).length > 0) {
+    patch.updatedAt = now
+    await ctx.db.patch(ticket._id, patch)
+  }
+
+  return applied
+}

convex/automationsEngine.ts

@@ -0,0 +1,133 @@
+import type { Doc } from "./_generated/dataModel"
+
+export type AutomationTrigger = "TICKET_CREATED" | "STATUS_CHANGED" | "COMMENT_ADDED" | "TICKET_RESOLVED"
+
+export type AutomationConditionOperator = "AND" | "OR"
+
+export type AutomationConditionField =
+  | "companyId"
+  | "queueId"
+  | "categoryId"
+  | "subcategoryId"
+  | "priority"
+  | "status"
+  | "channel"
+  | "formTemplate"
+  | "chatEnabled"
+  | "tag"
+
+export type AutomationConditionComparator =
+  | "eq"
+  | "neq"
+  | "in"
+  | "not_in"
+  | "contains"
+  | "not_contains"
+  | "is_true"
+  | "is_false"
+
+export type AutomationCondition = {
+  field: AutomationConditionField
+  op: AutomationConditionComparator
+  value?: unknown
+}
+
+export type AutomationConditionGroup = {
+  op: AutomationConditionOperator
+  conditions: AutomationCondition[]
+}
+
+export type TicketForAutomation = Pick<
+  Doc<"tickets">,
+  | "tenantId"
+  | "status"
+  | "priority"
+  | "channel"
+  | "queueId"
+  | "companyId"
+  | "categoryId"
+  | "subcategoryId"
+  | "tags"
+  | "formTemplate"
+  | "chatEnabled"
+>
+
+function normalizeId(value: unknown): string | null {
+  if (!value) return null
+  return String(value)
+}
+
+function normalizeString(value: unknown): string | null {
+  if (typeof value !== "string") return null
+  const trimmed = value.trim()
+  return trimmed.length > 0 ? trimmed : null
+}
+
+function normalizeStringArray(value: unknown): string[] {
+  if (!Array.isArray(value)) return []
+  return value.map((item) => normalizeString(item)).filter((item): item is string => Boolean(item))
+}
+
+function normalizeBoolean(value: unknown): boolean | null {
+  if (typeof value === "boolean") return value
+  return null
+}
+
+function compareValue(actual: string | null, op: AutomationConditionComparator, expected: unknown): boolean {
+  if (op === "eq") return actual === normalizeId(expected)
+  if (op === "neq") return actual !== normalizeId(expected)
+  if (op === "in") {
+    const list = normalizeStringArray(expected).map((v) => v)
+    return actual !== null && list.includes(actual)
+  }
+  if (op === "not_in") {
+    const list = normalizeStringArray(expected).map((v) => v)
+    return actual === null || !list.includes(actual)
+  }
+  return false
+}
+
+export function evaluateAutomationConditions(
+  ticket: TicketForAutomation,
+  group: AutomationConditionGroup | null | undefined
+): boolean {
+  if (!group || !Array.isArray(group.conditions) || group.conditions.length === 0) return true
+  const op = group.op === "OR" ? "OR" : "AND"
+
+  const results = group.conditions.map((condition) => {
+    const field = condition.field
+    const operator = condition.op
+
+    if (field === "companyId") return compareValue(normalizeId(ticket.companyId), operator, condition.value)
+    if (field === "queueId") return compareValue(normalizeId(ticket.queueId), operator, condition.value)
+    if (field === "categoryId") return compareValue(normalizeId(ticket.categoryId), operator, condition.value)
+    if (field === "subcategoryId") return compareValue(normalizeId(ticket.subcategoryId), operator, condition.value)
+    if (field === "priority") return compareValue(normalizeString(ticket.priority), operator, condition.value)
+    if (field === "status") return compareValue(normalizeString(ticket.status), operator, condition.value)
+    if (field === "channel") return compareValue(normalizeString(ticket.channel), operator, condition.value)
+    if (field === "formTemplate") return compareValue(normalizeString(ticket.formTemplate), operator, condition.value)
+
+    if (field === "chatEnabled") {
+      const expectedBool = normalizeBoolean(condition.value)
+      if (operator === "is_true") return ticket.chatEnabled === true
+      if (operator === "is_false") return ticket.chatEnabled !== true
+      if (operator === "eq") return expectedBool !== null ? Boolean(ticket.chatEnabled) === expectedBool : false
+      if (operator === "neq") return expectedBool !== null ? Boolean(ticket.chatEnabled) !== expectedBool : false
+      return false
+    }
+
+    if (field === "tag") {
+      const tag = normalizeString(condition.value)
+      if (!tag) return false
+      const has = (ticket.tags ?? []).includes(tag)
+      if (operator === "contains" || operator === "eq") return has
+      if (operator === "not_contains" || operator === "neq") return !has
+      return false
+    }
+
+    return false
+  })
+
+  return op === "OR" ? results.some(Boolean) : results.every(Boolean)
+}
+

convex/queues.ts

@@ -105,6 +105,37 @@ export const list = query({
   },
 });
 
+export const listForStaff = query({
+  args: { tenantId: v.string(), viewerId: v.id("users") },
+  handler: async (ctx, { tenantId, viewerId }) => {
+    await requireStaff(ctx, viewerId, tenantId)
+    const queues = await ctx.db
+      .query("queues")
+      .withIndex("by_tenant", (q) => q.eq("tenantId", tenantId))
+      .take(50)
+
+    const teams = await ctx.db
+      .query("teams")
+      .withIndex("by_tenant_name", (q) => q.eq("tenantId", tenantId))
+      .take(50)
+
+    return queues.map((queue) => {
+      const team = queue.teamId ? teams.find((item) => item._id === queue.teamId) : null
+      return {
+        id: queue._id,
+        name: queue.name,
+        slug: queue.slug,
+        team: team
+          ? {
+              id: team._id,
+              name: team.name,
+            }
+          : null,
+      }
+    })
+  },
+})
+
 export const summary = query({
   args: { tenantId: v.string(), viewerId: v.id("users") },
   handler: async (ctx, { tenantId, viewerId }) => {

convex/rbac.ts

@@ -5,6 +5,7 @@ import type { MutationCtx, QueryCtx } from "./_generated/server"
 
 const STAFF_ROLES = new Set(["ADMIN", "MANAGER", "AGENT"])
 const MANAGER_ROLE = "MANAGER"
+const INTERNAL_ROLES = new Set(["ADMIN", "AGENT"])
 
 type Ctx = QueryCtx | MutationCtx
 
@@ -44,6 +45,14 @@ export async function requireAdmin(ctx: Ctx, userId: Id<"users">, tenantId?: str
   return result
 }
 
+export async function requireInternal(ctx: Ctx, userId: Id<"users">, tenantId?: string) {
+  const result = await requireUser(ctx, userId, tenantId)
+  if (!result.role || !INTERNAL_ROLES.has(result.role)) {
+    throw new ConvexError("Acesso restrito a administradores e agentes")
+  }
+  return result
+}
+
 // removed customer role; use requireCompanyManager or requireStaff as appropriate
 
 export async function requireCompanyManager(ctx: Ctx, userId: Id<"users">, tenantId?: string) {

convex/schema.ts

@@ -371,6 +371,41 @@ export default defineSchema({
     createdAt: v.number(),
   }).index("by_ticket", ["ticketId"]),
 
+  ticketAutomations: defineTable({
+    tenantId: v.string(),
+    name: v.string(),
+    enabled: v.boolean(),
+    trigger: v.string(),
+    timing: v.string(), // IMMEDIATE | DELAYED
+    delayMs: v.optional(v.number()),
+    conditions: v.optional(v.any()),
+    actions: v.any(),
+    createdBy: v.id("users"),
+    updatedBy: v.optional(v.id("users")),
+    createdAt: v.number(),
+    updatedAt: v.number(),
+    runCount: v.optional(v.number()),
+    lastRunAt: v.optional(v.number()),
+  })
+    .index("by_tenant", ["tenantId"])
+    .index("by_tenant_enabled", ["tenantId", "enabled"])
+    .index("by_tenant_trigger", ["tenantId", "trigger"]),
+
+  ticketAutomationRuns: defineTable({
+    tenantId: v.string(),
+    automationId: v.id("ticketAutomations"),
+    ticketId: v.id("tickets"),
+    eventType: v.string(),
+    status: v.string(), // SUCCESS | SKIPPED | ERROR
+    matched: v.boolean(),
+    error: v.optional(v.string()),
+    actionsApplied: v.optional(v.any()),
+    createdAt: v.number(),
+  })
+    .index("by_tenant_created", ["tenantId", "createdAt"])
+    .index("by_automation_created", ["automationId", "createdAt"])
+    .index("by_ticket", ["ticketId"]),
+
   ticketChatMessages: defineTable({
     ticketId: v.id("tickets"),
     authorId: v.id("users"),

convex/tickets.ts

@@ -7,6 +7,7 @@ import { ConvexError, v } from "convex/values";
 import { Id, type Doc, type TableNames } from "./_generated/dataModel";
 
 import { requireAdmin, requireStaff, requireUser } from "./rbac";
+import { runTicketAutomationsForEvent } from "./automations";
 import {
   OPTIONAL_ADMISSION_FIELD_KEYS,
   TICKET_FORM_CONFIG,
@@ -2412,6 +2413,12 @@ export const create = mutation({
       })
     }
 
+    await runTicketAutomationsForEvent(ctx, {
+      tenantId: args.tenantId,
+      ticketId: id,
+      eventType: "TICKET_CREATED",
+    })
+
     return id;
   },
 });
@@ -2546,6 +2553,13 @@ export const addComment = mutation({
     } catch (e) {
       console.warn("[tickets] Falha ao agendar e-mail de comentário", e)
     }
+
+    await runTicketAutomationsForEvent(ctx, {
+      tenantId: ticketDoc.tenantId,
+      ticketId: args.ticketId,
+      eventType: "COMMENT_ADDED",
+    })
+
     return id;
   },
 });
@@ -2702,6 +2716,12 @@ export const updateStatus = mutation({
       payload: { to: normalizedStatus, toLabel: STATUS_LABELS[normalizedStatus], actorId },
       createdAt: now,
     });
+
+    await runTicketAutomationsForEvent(ctx, {
+      tenantId: ticketDoc.tenantId,
+      ticketId,
+      eventType: "STATUS_CHANGED",
+    })
   },
 });
 
@@ -2843,6 +2863,12 @@ export async function resolveTicketHandler(
       })
     }
 
+    await runTicketAutomationsForEvent(ctx, {
+      tenantId: ticketDoc.tenantId,
+      ticketId,
+      eventType: "TICKET_RESOLVED",
+    })
+
     return { ok: true, reopenDeadline, reopenWindowDays: reopenDays }
 }
 

src/app/api/machines/chat/messages/route.test.ts

@@ -0,0 +1,85 @@
+import { describe, expect, it, beforeEach, vi } from "vitest"
+
+import { api } from "@/convex/_generated/api"
+
+const mutationMock = vi.fn()
+
+vi.mock("@/server/convex-client", () => ({
+  createConvexClient: () => ({
+    mutation: mutationMock,
+    query: vi.fn(),
+  }),
+  ConvexConfigurationError: class extends Error {},
+}))
+
+describe("POST /api/machines/chat/messages", () => {
+  beforeEach(() => {
+    mutationMock.mockReset()
+  })
+
+  it("aceita mensagem somente com anexo (body vazio) e encaminha ao Convex", async () => {
+    mutationMock.mockResolvedValue({ ok: true })
+
+    const payload = {
+      action: "send",
+      machineToken: "token-attach-only",
+      ticketId: "ticket_1",
+      attachments: [{ storageId: "storage_1", name: "arquivo.pdf", size: 123, type: "application/pdf" }],
+    }
+
+    const { POST } = await import("./route")
+    const response = await POST(
+      new Request("http://localhost/api/machines/chat/messages", {
+        method: "POST",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify(payload),
+      })
+    )
+
+    expect(response.status).toBe(200)
+    expect(await response.json()).toEqual({ ok: true })
+    expect(mutationMock).toHaveBeenCalledWith(api.liveChat.postMachineMessage, {
+      machineToken: payload.machineToken,
+      ticketId: payload.ticketId,
+      body: "",
+      attachments: payload.attachments,
+    })
+  })
+
+  it("rejeita mensagem vazia (sem body e sem anexos)", async () => {
+    const payload = { action: "send", machineToken: "token-empty", ticketId: "ticket_1" }
+
+    const { POST } = await import("./route")
+    const response = await POST(
+      new Request("http://localhost/api/machines/chat/messages", {
+        method: "POST",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify(payload),
+      })
+    )
+
+    expect(response.status).toBe(400)
+    const body = await response.json()
+    expect(body).toHaveProperty("error", "Payload invalido")
+    expect(mutationMock).not.toHaveBeenCalled()
+  })
+
+  it("rejeita body somente com espaços quando não há anexos", async () => {
+    const payload = { action: "send", machineToken: "token-spaces", ticketId: "ticket_1", body: "   " }
+
+    const { POST } = await import("./route")
+    const response = await POST(
+      new Request("http://localhost/api/machines/chat/messages", {
+        method: "POST",
+        headers: { "Content-Type": "application/json" },
+        body: JSON.stringify(payload),
+      })
+    )
+
+    expect(response.status).toBe(400)
+    const body = await response.json()
+    expect(body).toHaveProperty("error", "Payload invalido")
+    expect(mutationMock).not.toHaveBeenCalled()
+  })
+})
+

src/app/automations/layout.tsx

@@ -0,0 +1,26 @@
+import { ReactNode } from "react"
+import { redirect } from "next/navigation"
+
+import { requireAuthenticatedSession } from "@/lib/auth-server"
+import { isAgentOrAdmin, isPortalUser, isStaff } from "@/lib/authz"
+
+export const dynamic = "force-dynamic"
+export const runtime = "nodejs"
+
+export default async function AutomationsLayout({ children }: { children: ReactNode }) {
+  const session = await requireAuthenticatedSession()
+  const role = session.user.role ?? "agent"
+
+  if (!isAgentOrAdmin(role)) {
+    if (isPortalUser(role)) {
+      redirect("/portal")
+    }
+    if (isStaff(role)) {
+      redirect("/dashboard")
+    }
+    redirect("/login")
+  }
+
+  return <>{children}</>
+}
+

src/app/automations/page.tsx

@@ -0,0 +1,21 @@
+import { AppShell } from "@/components/app-shell"
+import { SiteHeader } from "@/components/site-header"
+import { AutomationsManager } from "@/components/automations/automations-manager"
+
+export default function AutomationsPage() {
+  return (
+    <AppShell
+      header={
+        <SiteHeader
+          title="Automações"
+          lead="Defina regras para executar ações automaticamente nos tickets."
+        />
+      }
+    >
+      <div className="mx-auto w-full max-w-6xl space-y-6 px-4 pb-12 lg:px-6">
+        <AutomationsManager />
+      </div>
+    </AppShell>
+  )
+}
+

src/components/app-sidebar.tsx

@@ -52,7 +52,7 @@ import { cn } from "@/lib/utils"
 
 import type { LucideIcon } from "lucide-react"
 
-type NavRoleRequirement = "staff" | "admin"
+type NavRoleRequirement = "staff" | "admin" | "agent"
 
 type NavigationItem = {
   title: string
@@ -85,6 +85,7 @@ const navigation: NavigationGroup[] = [
           { title: "Resolvidos", url: "/tickets/resolved", icon: ShieldCheck, requiredRole: "staff" },
         ],
       },
+      { title: "Automações", url: "/automations", icon: Waypoints, requiredRole: "agent" },
       { title: "Modo Play", url: "/play", icon: PlayCircle, requiredRole: "staff" },
       { title: "Agenda", url: "/agenda", icon: CalendarDays, requiredRole: "staff" },
       { title: "Dispositivos", url: "/admin/devices", icon: MonitorCog, requiredRole: "admin" },
@@ -150,16 +151,17 @@ const navigation: NavigationGroup[] = [
 
 export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
   const pathname = usePathname()
-  const { session, isLoading, isAdmin, isStaff } = useAuth()
+  const { session, isLoading, isAdmin, isStaff, role } = useAuth()
   const [isHydrated, setIsHydrated] = React.useState(false)
   const canAccess = React.useCallback(
     (requiredRole?: NavRoleRequirement) => {
       if (!requiredRole) return true
       if (requiredRole === "admin") return isAdmin
+      if (requiredRole === "agent") return isAdmin || role === "agent"
       if (requiredRole === "staff") return isStaff
       return false
     },
-    [isAdmin, isStaff]
+    [isAdmin, isStaff, role]
   )
   const initialExpanded = React.useMemo(() => {
     const open = new Set<string>()
@@ -377,4 +379,3 @@ export function AppSidebar({ ...props }: React.ComponentProps<typeof Sidebar>) {
     </Sidebar>
   )
 }
-

src/components/automations/automation-editor-dialog.tsx

@@ -0,0 +1,847 @@
+"use client"
+
+import { useEffect, useMemo, useState } from "react"
+import { useMutation, useQuery } from "convex/react"
+import { Plus, Trash2 } from "lucide-react"
+import { toast } from "sonner"
+
+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 { Badge } from "@/components/ui/badge"
+import { Button } from "@/components/ui/button"
+import { DialogClose, DialogContent, DialogHeader, DialogTitle } from "@/components/ui/dialog"
+import { Input } from "@/components/ui/input"
+import { Label } from "@/components/ui/label"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Separator } from "@/components/ui/separator"
+import { Switch } from "@/components/ui/switch"
+import { Textarea } from "@/components/ui/textarea"
+
+type AutomationRow = {
+  id: Id<"ticketAutomations">
+  name: string
+  enabled: boolean
+  trigger: string
+  timing: string
+  delayMs: number | null
+  conditions: unknown | null
+  actions: unknown[]
+}
+
+type ConditionField =
+  | "companyId"
+  | "queueId"
+  | "categoryId"
+  | "subcategoryId"
+  | "priority"
+  | "status"
+  | "channel"
+  | "formTemplate"
+  | "chatEnabled"
+
+type ConditionOp = "eq" | "neq" | "is_true" | "is_false"
+
+type ConditionDraft = {
+  id: string
+  field: ConditionField
+  op: ConditionOp
+  value: string
+}
+
+type ActionType =
+  | "SET_PRIORITY"
+  | "MOVE_QUEUE"
+  | "ASSIGN_TO"
+  | "SET_FORM_TEMPLATE"
+  | "SET_CHAT_ENABLED"
+  | "ADD_INTERNAL_COMMENT"
+
+type ActionDraft =
+  | { id: string; type: "SET_PRIORITY"; priority: string }
+  | { id: string; type: "MOVE_QUEUE"; queueId: string }
+  | { id: string; type: "ASSIGN_TO"; assigneeId: string }
+  | { id: string; type: "SET_FORM_TEMPLATE"; formTemplate: string | null }
+  | { id: string; type: "SET_CHAT_ENABLED"; enabled: boolean }
+  | { id: string; type: "ADD_INTERNAL_COMMENT"; body: string }
+
+const PRIORITIES = [
+  { value: "LOW", label: "Baixa" },
+  { value: "MEDIUM", label: "Média" },
+  { value: "HIGH", label: "Alta" },
+  { value: "URGENT", label: "Urgente" },
+]
+
+const STATUSES = [
+  { value: "PENDING", label: "Pendente" },
+  { value: "AWAITING_ATTENDANCE", label: "Em andamento" },
+  { value: "PAUSED", label: "Pausado" },
+  { value: "RESOLVED", label: "Resolvido" },
+]
+
+const CHANNELS = [
+  { value: "HELPDESK", label: "Helpdesk" },
+  { value: "EMAIL", label: "E-mail" },
+  { value: "PHONE", label: "Telefone" },
+  { value: "WHATSAPP", label: "WhatsApp" },
+]
+
+const TRIGGERS = [
+  { value: "TICKET_CREATED", label: "Abertura" },
+  { value: "STATUS_CHANGED", label: "Alteração de status" },
+  { value: "COMMENT_ADDED", label: "Inclusão de comentário" },
+  { value: "TICKET_RESOLVED", label: "Finalização" },
+]
+
+function msToMinutes(ms: number | null) {
+  if (!ms || ms <= 0) return 0
+  return Math.max(1, Math.round(ms / 60000))
+}
+
+function minutesToMs(minutes: number) {
+  return Math.max(0, Math.round(minutes) * 60000)
+}
+
+function safeString(value: unknown) {
+  return typeof value === "string" ? value : ""
+}
+
+function toDraftConditions(raw: unknown | null): ConditionDraft[] {
+  const group = raw as { conditions?: unknown } | null
+  const list = Array.isArray(group?.conditions) ? group?.conditions : []
+  return list.map((c) => {
+    const condition = c as { field?: unknown; op?: unknown; value?: unknown }
+    return {
+      id: crypto.randomUUID(),
+      field: (safeString(condition.field) as ConditionField) || "companyId",
+      op: (safeString(condition.op) as ConditionOp) || "eq",
+      value: safeString(condition.value),
+    }
+  })
+}
+
+function toDraftActions(raw: unknown[]): ActionDraft[] {
+  return raw.map((a) => {
+    const base = a as Record<string, unknown>
+    const type = safeString(base.type) as ActionType
+    const id = crypto.randomUUID()
+    if (type === "MOVE_QUEUE") return { id, type, queueId: safeString(base.queueId) }
+    if (type === "ASSIGN_TO") return { id, type, assigneeId: safeString(base.assigneeId) }
+    if (type === "SET_FORM_TEMPLATE") return { id, type, formTemplate: safeString(base.formTemplate) || null }
+    if (type === "SET_CHAT_ENABLED") return { id, type, enabled: Boolean(base.enabled) }
+    if (type === "ADD_INTERNAL_COMMENT") return { id, type, body: safeString(base.body) }
+    return { id, type: "SET_PRIORITY", priority: safeString(base.priority) || "MEDIUM" }
+  })
+}
+
+export function AutomationEditorDialog({
+  automation,
+  onClose,
+}: {
+  automation: AutomationRow | null
+  onClose: () => void
+}) {
+  const { session, convexUserId } = useAuth()
+  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
+
+  const createAutomation = useMutation(api.automations.create)
+  const updateAutomation = useMutation(api.automations.update)
+
+  const companies = useQuery(
+    api.companies.list,
+    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
+  ) as Array<{ id: Id<"companies">; name: string }> | undefined
+
+  const queues = useQuery(
+    api.queues.listForStaff,
+    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
+  ) as Array<{ id: Id<"queues">; name: string; slug: string }> | undefined
+
+  const categories = useQuery(
+    api.categories.list,
+    tenantId ? { tenantId } : "skip"
+  ) as
+    | Array<{
+        id: string
+        name: string
+        secondary: Array<{ id: string; name: string; categoryId: string }>
+      }>
+    | undefined
+
+  const agents = useQuery(
+    api.users.listAgents,
+    tenantId ? { tenantId } : "skip"
+  ) as Array<{ _id: Id<"users">; name: string; email: string }> | undefined
+
+  const templates = useQuery(
+    api.ticketFormTemplates.listActive,
+    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
+  ) as Array<{ id: string; key: string; label: string }> | undefined
+
+  const initialState = useMemo(() => {
+    const rawOp = (automation?.conditions as { op?: unknown } | null)?.op
+    const conditionsOp = rawOp === "OR" ? ("OR" as const) : ("AND" as const)
+    return {
+      name: automation?.name ?? "",
+      enabled: automation?.enabled ?? true,
+      trigger: automation?.trigger ?? "TICKET_CREATED",
+      timing: automation?.timing ?? "IMMEDIATE",
+      delayMinutes: msToMinutes(automation?.delayMs ?? null),
+      conditionsOp,
+      conditions: automation ? toDraftConditions(automation.conditions) : ([] as ConditionDraft[]),
+      actions: automation
+        ? toDraftActions(automation.actions)
+        : ([{ id: crypto.randomUUID(), type: "SET_PRIORITY", priority: "MEDIUM" }] as ActionDraft[]),
+    }
+  }, [automation])
+
+  const [name, setName] = useState(initialState.name)
+  const [enabled, setEnabled] = useState(initialState.enabled)
+  const [trigger, setTrigger] = useState(initialState.trigger)
+  const [timing, setTiming] = useState(initialState.timing)
+  const [delayMinutes, setDelayMinutes] = useState(initialState.delayMinutes)
+  const [conditionsOp, setConditionsOp] = useState<"AND" | "OR">(initialState.conditionsOp)
+  const [conditions, setConditions] = useState<ConditionDraft[]>(initialState.conditions)
+  const [actions, setActions] = useState<ActionDraft[]>(initialState.actions)
+  const [saving, setSaving] = useState(false)
+
+  useEffect(() => {
+    setName(initialState.name)
+    setEnabled(initialState.enabled)
+    setTrigger(initialState.trigger)
+    setTiming(initialState.timing)
+    setDelayMinutes(initialState.delayMinutes)
+    setConditionsOp(initialState.conditionsOp)
+    setConditions(initialState.conditions)
+    setActions(initialState.actions)
+    setSaving(false)
+  }, [initialState])
+
+  const subcategoryOptions = useMemo(() => {
+    const list =
+      categories?.flatMap((cat) =>
+        cat.secondary.map((sub) => ({ id: sub.id, name: sub.name, categoryId: sub.categoryId }))
+      ) ?? []
+    return list.sort((a, b) => a.name.localeCompare(b.name, "pt-BR"))
+  }, [categories])
+
+  const handleAddCondition = () => {
+    setConditions((prev) => [
+      ...prev,
+      { id: crypto.randomUUID(), field: "companyId", op: "eq", value: "" },
+    ])
+  }
+
+  const handleRemoveCondition = (id: string) => {
+    setConditions((prev) => prev.filter((c) => c.id !== id))
+  }
+
+  const handleAddAction = () => {
+    setActions((prev) => [
+      ...prev,
+      { id: crypto.randomUUID(), type: "SET_PRIORITY", priority: "MEDIUM" },
+    ])
+  }
+
+  const handleRemoveAction = (id: string) => {
+    setActions((prev) => prev.filter((a) => a.id !== id))
+  }
+
+  const buildPayload = () => {
+    const trimmedName = name.trim()
+    if (!trimmedName) throw new Error("Informe um nome para a automação.")
+    if (actions.length === 0) throw new Error("Adicione pelo menos uma ação.")
+
+    const conditionsPayload =
+      conditions.length > 0
+        ? {
+            op: conditionsOp,
+            conditions: conditions.map((c) => ({
+              field: c.field,
+              op: c.op,
+              value: c.op === "is_true" || c.op === "is_false" ? undefined : c.value,
+            })),
+          }
+        : undefined
+
+    const actionsPayload = actions.map((a) => {
+      if (a.type === "SET_PRIORITY") return { type: a.type, priority: a.priority }
+      if (a.type === "MOVE_QUEUE") return { type: a.type, queueId: a.queueId }
+      if (a.type === "ASSIGN_TO") return { type: a.type, assigneeId: a.assigneeId }
+      if (a.type === "SET_FORM_TEMPLATE") return { type: a.type, formTemplate: a.formTemplate }
+      if (a.type === "SET_CHAT_ENABLED") return { type: a.type, enabled: a.enabled }
+      return { type: a.type, body: a.body }
+    })
+
+    const delayMs = timing === "DELAYED" ? minutesToMs(delayMinutes) : undefined
+
+    return {
+      name: trimmedName,
+      enabled: Boolean(enabled),
+      trigger,
+      timing,
+      delayMs,
+      conditions: conditionsPayload,
+      actions: actionsPayload,
+    }
+  }
+
+  const handleSave = async () => {
+    if (!convexUserId) return
+    setSaving(true)
+    try {
+      const payload = buildPayload()
+      if (automation) {
+        await updateAutomation({
+          tenantId,
+          viewerId: convexUserId as Id<"users">,
+          automationId: automation.id,
+          ...payload,
+        })
+        toast.success("Automação atualizada")
+      } else {
+        await createAutomation({
+          tenantId,
+          viewerId: convexUserId as Id<"users">,
+          ...payload,
+        })
+        toast.success("Automação criada")
+      }
+      onClose()
+    } catch (error) {
+      toast.error(error instanceof Error ? error.message : "Falha ao salvar automação")
+    } finally {
+      setSaving(false)
+    }
+  }
+
+  const canSave = Boolean(convexUserId) && name.trim().length > 0 && actions.length > 0 && !saving
+
+  return (
+    <DialogContent className="max-w-4xl">
+      <DialogHeader className="gap-2">
+        <div className="flex flex-wrap items-center justify-between gap-3">
+          <DialogTitle>{automation ? "Editar automação" : "Nova automação"}</DialogTitle>
+          <div className="flex items-center gap-3">
+            <span className="text-sm text-neutral-600">Ativa</span>
+            <Switch checked={enabled} onCheckedChange={setEnabled} />
+          </div>
+        </div>
+        <div className="flex flex-wrap items-center gap-2">
+          <Badge variant="secondary" className="rounded-full">
+            {TRIGGERS.find((t) => t.value === trigger)?.label ?? "Quando"}
+          </Badge>
+          <Badge variant="outline" className="rounded-full">
+            {timing === "DELAYED" ? "Agendada" : "Imediata"}
+          </Badge>
+        </div>
+      </DialogHeader>
+
+      <div className="space-y-6">
+        <div className="grid gap-4 md:grid-cols-2">
+          <div className="space-y-2">
+            <Label>Nome da automação</Label>
+            <Input
+              value={name}
+              onChange={(e) => setName(e.target.value)}
+              placeholder="Ex.: Definir fila e responsável ao abrir ticket"
+            />
+          </div>
+
+          <div className="space-y-2">
+            <Label>Quando</Label>
+            <Select value={trigger} onValueChange={setTrigger}>
+              <SelectTrigger>
+                <SelectValue placeholder="Selecione o gatilho" />
+              </SelectTrigger>
+              <SelectContent className="rounded-xl">
+                {TRIGGERS.map((t) => (
+                  <SelectItem key={t.value} value={t.value}>
+                    {t.label}
+                  </SelectItem>
+                ))}
+              </SelectContent>
+            </Select>
+          </div>
+        </div>
+
+        <div className="grid gap-4 md:grid-cols-3">
+          <div className="space-y-2">
+            <Label>Execução</Label>
+            <Select value={timing} onValueChange={setTiming}>
+              <SelectTrigger>
+                <SelectValue />
+              </SelectTrigger>
+              <SelectContent className="rounded-xl">
+                <SelectItem value="IMMEDIATE">Imediato</SelectItem>
+                <SelectItem value="DELAYED">Agendado (delay)</SelectItem>
+              </SelectContent>
+            </Select>
+          </div>
+
+          <div className="space-y-2 md:col-span-2">
+            <Label>Delay (minutos)</Label>
+            <Input
+              type="number"
+              min={0}
+              step={1}
+              value={delayMinutes}
+              onChange={(e) => setDelayMinutes(Number(e.target.value))}
+              disabled={timing !== "DELAYED"}
+            />
+            <p className="text-xs text-muted-foreground">
+              Quando agendada, a automação executa após o tempo informado.
+            </p>
+          </div>
+        </div>
+
+        <Separator />
+
+        <div className="space-y-3">
+          <div className="flex flex-wrap items-center justify-between gap-2">
+            <div className="space-y-0.5">
+              <p className="text-sm font-semibold text-neutral-900">Condições</p>
+              <p className="text-xs text-muted-foreground">Defina filtros (opcional) para decidir quando executar.</p>
+            </div>
+            <div className="flex items-center gap-2">
+              <Select value={conditionsOp} onValueChange={(v) => setConditionsOp(v as "AND" | "OR")}>
+                <SelectTrigger className="w-28">
+                  <SelectValue />
+                </SelectTrigger>
+                <SelectContent className="rounded-xl">
+                  <SelectItem value="AND">E</SelectItem>
+                  <SelectItem value="OR">OU</SelectItem>
+                </SelectContent>
+              </Select>
+              <Button type="button" variant="outline" onClick={handleAddCondition} className="gap-2">
+                <Plus className="size-4" />
+                Nova condição
+              </Button>
+            </div>
+          </div>
+
+          {conditions.length === 0 ? (
+            <p className="rounded-lg border border-dashed border-slate-200 p-4 text-sm text-neutral-500">
+              Sem condições — executa sempre que o gatilho ocorrer.
+            </p>
+          ) : (
+            <div className="space-y-2">
+              {conditions.map((c) => (
+                <div
+                  key={c.id}
+                  className="grid gap-2 rounded-xl border border-slate-200 bg-slate-50 p-3 md:grid-cols-[1.1fr_0.9fr_1.4fr_auto]"
+                >
+                  <div className="space-y-1">
+                    <Label className="text-xs">Campo</Label>
+                    <Select
+                      value={c.field}
+                      onValueChange={(value) => {
+                        setConditions((prev) =>
+                          prev.map((item) =>
+                            item.id === c.id
+                              ? {
+                                  ...item,
+                                  field: value as ConditionField,
+                                  op: value === "chatEnabled" ? "is_true" : "eq",
+                                  value: "",
+                                }
+                              : item
+                          )
+                        )
+                      }}
+                    >
+                      <SelectTrigger className="bg-white">
+                        <SelectValue />
+                      </SelectTrigger>
+                      <SelectContent className="rounded-xl">
+                        <SelectItem value="companyId">Empresa</SelectItem>
+                        <SelectItem value="queueId">Fila</SelectItem>
+                        <SelectItem value="categoryId">Categoria</SelectItem>
+                        <SelectItem value="subcategoryId">Subcategoria</SelectItem>
+                        <SelectItem value="priority">Prioridade</SelectItem>
+                        <SelectItem value="status">Status</SelectItem>
+                        <SelectItem value="channel">Canal</SelectItem>
+                        <SelectItem value="formTemplate">Formulário</SelectItem>
+                        <SelectItem value="chatEnabled">Chat habilitado</SelectItem>
+                      </SelectContent>
+                    </Select>
+                  </div>
+
+                  <div className="space-y-1">
+                    <Label className="text-xs">Operador</Label>
+                    <Select
+                      value={c.op}
+                      onValueChange={(value) =>
+                        setConditions((prev) =>
+                          prev.map((item) => (item.id === c.id ? { ...item, op: value as ConditionOp } : item))
+                        )
+                      }
+                    >
+                      <SelectTrigger className="bg-white">
+                        <SelectValue />
+                      </SelectTrigger>
+                      <SelectContent className="rounded-xl">
+                        {c.field === "chatEnabled" ? (
+                          <>
+                            <SelectItem value="is_true">é verdadeiro</SelectItem>
+                            <SelectItem value="is_false">é falso</SelectItem>
+                          </>
+                        ) : (
+                          <>
+                            <SelectItem value="eq">igual</SelectItem>
+                            <SelectItem value="neq">diferente</SelectItem>
+                          </>
+                        )}
+                      </SelectContent>
+                    </Select>
+                  </div>
+
+                  <div className="space-y-1">
+                    <Label className="text-xs">Valor</Label>
+                    {c.field === "chatEnabled" ? (
+                      <Input value={c.op === "is_true" ? "Sim" : "Não"} disabled className="bg-white" />
+                    ) : c.field === "priority" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {PRIORITIES.map((p) => (
+                            <SelectItem key={p.value} value={p.value}>
+                              {p.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "status" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {STATUSES.map((s) => (
+                            <SelectItem key={s.value} value={s.value}>
+                              {s.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "channel" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {CHANNELS.map((ch) => (
+                            <SelectItem key={ch.value} value={ch.value}>
+                              {ch.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "companyId" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {(companies ?? []).map((company) => (
+                            <SelectItem key={company.id} value={String(company.id)}>
+                              {company.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "queueId" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {(queues ?? []).map((queue) => (
+                            <SelectItem key={queue.id} value={String(queue.id)}>
+                              {queue.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "categoryId" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {(categories ?? []).map((cat) => (
+                            <SelectItem key={cat.id} value={cat.id}>
+                              {cat.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : c.field === "subcategoryId" ? (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {subcategoryOptions.map((sub) => (
+                            <SelectItem key={sub.id} value={sub.id}>
+                              {sub.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : (
+                      <Select
+                        value={c.value}
+                        onValueChange={(value) =>
+                          setConditions((prev) => prev.map((item) => (item.id === c.id ? { ...item, value } : item)))
+                        }
+                      >
+                        <SelectTrigger className="bg-white">
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          <SelectItem value="">Nenhum</SelectItem>
+                          {(templates ?? []).map((tpl) => (
+                            <SelectItem key={tpl.key} value={tpl.key}>
+                              {tpl.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    )}
+                  </div>
+
+                  <Button
+                    type="button"
+                    variant="ghost"
+                    size="icon"
+                    onClick={() => handleRemoveCondition(c.id)}
+                    className="mt-6 h-8 w-8 text-slate-500 hover:bg-white"
+                    title="Remover"
+                  >
+                    <Trash2 className="size-4" />
+                  </Button>
+                </div>
+              ))}
+            </div>
+          )}
+        </div>
+
+        <Separator />
+
+        <div className="space-y-3">
+          <div className="flex flex-wrap items-center justify-between gap-2">
+            <div className="space-y-0.5">
+              <p className="text-sm font-semibold text-neutral-900">Ações</p>
+              <p className="text-xs text-muted-foreground">O que deve acontecer quando a automação disparar.</p>
+            </div>
+            <Button type="button" variant="outline" onClick={handleAddAction} className="gap-2">
+              <Plus className="size-4" />
+              Nova ação
+            </Button>
+          </div>
+
+          <div className="space-y-2">
+            {actions.map((a) => (
+              <div key={a.id} className="rounded-xl border border-slate-200 bg-white p-3">
+                <div className="grid gap-3 md:grid-cols-[1.1fr_1.7fr_auto]">
+                  <div className="space-y-1">
+                    <Label className="text-xs">Tipo</Label>
+                    <Select
+                      value={a.type}
+                      onValueChange={(value) => {
+                        setActions((prev) =>
+                          prev.map((item) => {
+                            if (item.id !== a.id) return item
+                            const next = value as ActionType
+                            if (next === "MOVE_QUEUE") return { id: item.id, type: next, queueId: "" }
+                            if (next === "ASSIGN_TO") return { id: item.id, type: next, assigneeId: "" }
+                            if (next === "SET_FORM_TEMPLATE") return { id: item.id, type: next, formTemplate: null }
+                            if (next === "SET_CHAT_ENABLED") return { id: item.id, type: next, enabled: true }
+                            if (next === "ADD_INTERNAL_COMMENT") return { id: item.id, type: next, body: "" }
+                            return { id: item.id, type: "SET_PRIORITY", priority: "MEDIUM" }
+                          })
+                        )
+                      }}
+                    >
+                      <SelectTrigger>
+                        <SelectValue />
+                      </SelectTrigger>
+                      <SelectContent className="rounded-xl">
+                        <SelectItem value="SET_PRIORITY">Alterar prioridade</SelectItem>
+                        <SelectItem value="MOVE_QUEUE">Mover para fila</SelectItem>
+                        <SelectItem value="ASSIGN_TO">Definir responsável</SelectItem>
+                        <SelectItem value="SET_FORM_TEMPLATE">Aplicar formulário</SelectItem>
+                        <SelectItem value="SET_CHAT_ENABLED">Habilitar/desabilitar chat</SelectItem>
+                        <SelectItem value="ADD_INTERNAL_COMMENT">Adicionar comentário interno</SelectItem>
+                      </SelectContent>
+                    </Select>
+                  </div>
+
+                  <div className="space-y-1">
+                    <Label className="text-xs">Configuração</Label>
+                    {a.type === "SET_PRIORITY" ? (
+                      <Select
+                        value={a.priority}
+                        onValueChange={(value) =>
+                          setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, priority: value } : item)))
+                        }
+                      >
+                        <SelectTrigger>
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {PRIORITIES.map((p) => (
+                            <SelectItem key={p.value} value={p.value}>
+                              {p.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : a.type === "MOVE_QUEUE" ? (
+                      <Select
+                        value={a.queueId}
+                        onValueChange={(value) =>
+                          setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, queueId: value } : item)))
+                        }
+                      >
+                        <SelectTrigger>
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {(queues ?? []).map((queue) => (
+                            <SelectItem key={queue.id} value={String(queue.id)}>
+                              {queue.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : a.type === "ASSIGN_TO" ? (
+                      <Select
+                        value={a.assigneeId}
+                        onValueChange={(value) =>
+                          setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, assigneeId: value } : item)))
+                        }
+                      >
+                        <SelectTrigger>
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          {(agents ?? []).map((u) => (
+                            <SelectItem key={u._id} value={String(u._id)}>
+                              {u.name}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : a.type === "SET_FORM_TEMPLATE" ? (
+                      <Select
+                        value={a.formTemplate ?? ""}
+                        onValueChange={(value) =>
+                          setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, formTemplate: value || null } : item)))
+                        }
+                      >
+                        <SelectTrigger>
+                          <SelectValue placeholder="Selecione" />
+                        </SelectTrigger>
+                        <SelectContent className="rounded-xl">
+                          <SelectItem value="">Nenhum</SelectItem>
+                          {(templates ?? []).map((tpl) => (
+                            <SelectItem key={tpl.key} value={tpl.key}>
+                              {tpl.label}
+                            </SelectItem>
+                          ))}
+                        </SelectContent>
+                      </Select>
+                    ) : a.type === "SET_CHAT_ENABLED" ? (
+                      <div className="flex items-center justify-between rounded-lg border border-slate-200 px-3 py-2">
+                        <span className="text-sm text-neutral-700">Chat habilitado</span>
+                        <Switch
+                          checked={a.enabled}
+                          onCheckedChange={(checked) =>
+                            setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, enabled: checked } : item)))
+                          }
+                        />
+                      </div>
+                    ) : (
+                      <Textarea
+                        value={a.body}
+                        onChange={(e) =>
+                          setActions((prev) => prev.map((item) => (item.id === a.id ? { ...item, body: e.target.value } : item)))
+                        }
+                        placeholder="Escreva o comentário interno..."
+                        className="min-h-24"
+                      />
+                    )}
+                  </div>
+
+                  <Button
+                    type="button"
+                    variant="ghost"
+                    size="icon"
+                    onClick={() => handleRemoveAction(a.id)}
+                    className="mt-6 h-8 w-8 text-slate-500 hover:bg-slate-50"
+                    title="Remover"
+                  >
+                    <Trash2 className="size-4" />
+                  </Button>
+                </div>
+              </div>
+            ))}
+          </div>
+        </div>
+
+        <Separator />
+
+        <div className="flex flex-col-reverse gap-2 sm:flex-row sm:justify-end">
+          <DialogClose asChild>
+            <Button type="button" variant="outline" onClick={onClose}>
+              Cancelar
+            </Button>
+          </DialogClose>
+          <Button type="button" onClick={handleSave} disabled={!canSave}>
+            {saving ? "Salvando..." : "Salvar"}
+          </Button>
+        </div>
+      </div>
+    </DialogContent>
+  )
+}

src/components/automations/automations-manager.tsx

@@ -0,0 +1,265 @@
+"use client"
+
+import { useMemo, useState } from "react"
+import { useMutation, useQuery } from "convex/react"
+import { MoreHorizontal, Pencil, Plus, Trash2 } from "lucide-react"
+import { toast } from "sonner"
+
+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 { Badge } from "@/components/ui/badge"
+import { Button } from "@/components/ui/button"
+import { Card, CardAction, CardContent, CardDescription, CardHeader, CardTitle } from "@/components/ui/card"
+import { Dialog, DialogTrigger } from "@/components/ui/dialog"
+import { DropdownMenu, DropdownMenuContent, DropdownMenuItem, DropdownMenuTrigger } from "@/components/ui/dropdown-menu"
+import { Input } from "@/components/ui/input"
+import { Select, SelectContent, SelectItem, SelectTrigger, SelectValue } from "@/components/ui/select"
+import { Skeleton } from "@/components/ui/skeleton"
+import { Switch } from "@/components/ui/switch"
+
+import { AutomationEditorDialog } from "@/components/automations/automation-editor-dialog"
+
+type AutomationRow = {
+  id: Id<"ticketAutomations">
+  name: string
+  enabled: boolean
+  trigger: string
+  timing: string
+  delayMs: number | null
+  conditions: unknown | null
+  actions: unknown[]
+  runCount: number
+  lastRunAt: number | null
+  updatedAt: number
+}
+
+const TRIGGER_LABELS: Record<string, string> = {
+  TICKET_CREATED: "Abertura",
+  STATUS_CHANGED: "Alteração de status",
+  COMMENT_ADDED: "Inclusão de comentário",
+  TICKET_RESOLVED: "Finalização",
+}
+
+function triggerLabel(trigger: string) {
+  return TRIGGER_LABELS[trigger] ?? trigger
+}
+
+function formatLastRun(timestamp: number | null) {
+  if (!timestamp) return "—"
+  return new Date(timestamp).toLocaleString("pt-BR")
+}
+
+export function AutomationsManager() {
+  const { session, convexUserId } = useAuth()
+  const tenantId = session?.user.tenantId ?? DEFAULT_TENANT_ID
+
+  const [queryText, setQueryText] = useState("")
+  const [triggerFilter, setTriggerFilter] = useState<string>("all")
+  const [statusFilter, setStatusFilter] = useState<string>("all")
+
+  const [editorOpen, setEditorOpen] = useState(false)
+  const [editing, setEditing] = useState<AutomationRow | null>(null)
+
+  const list = useQuery(
+    api.automations.list,
+    convexUserId ? { tenantId, viewerId: convexUserId as Id<"users"> } : "skip"
+  ) as AutomationRow[] | undefined
+
+  const toggleEnabled = useMutation(api.automations.toggleEnabled)
+  const removeAutomation = useMutation(api.automations.remove)
+
+  const filtered = useMemo(() => {
+    const base = list ?? []
+    const q = queryText.trim().toLowerCase()
+    return base
+      .filter((item) => {
+        if (triggerFilter !== "all" && item.trigger !== triggerFilter) return false
+        if (statusFilter === "active" && !item.enabled) return false
+        if (statusFilter === "inactive" && item.enabled) return false
+        if (q && !item.name.toLowerCase().includes(q)) return false
+        return true
+      })
+      .sort((a, b) => b.updatedAt - a.updatedAt)
+  }, [list, queryText, triggerFilter, statusFilter])
+
+  const handleNew = () => {
+    setEditing(null)
+    setEditorOpen(true)
+  }
+
+  const handleEdit = (row: AutomationRow) => {
+    setEditing(row)
+    setEditorOpen(true)
+  }
+
+  const handleToggle = async (row: AutomationRow, nextEnabled: boolean) => {
+    if (!convexUserId) return
+    try {
+      await toggleEnabled({
+        tenantId,
+        viewerId: convexUserId as Id<"users">,
+        automationId: row.id,
+        enabled: nextEnabled,
+      })
+      toast.success(nextEnabled ? "Automação ativada" : "Automação desativada")
+    } catch (error) {
+      toast.error(error instanceof Error ? error.message : "Falha ao atualizar automação")
+    }
+  }
+
+  const handleDelete = async (row: AutomationRow) => {
+    if (!convexUserId) return
+    const ok = confirm(`Excluir a automação "${row.name}"?`)
+    if (!ok) return
+    try {
+      await removeAutomation({
+        tenantId,
+        viewerId: convexUserId as Id<"users">,
+        automationId: row.id,
+      })
+      toast.success("Automação excluída")
+    } catch (error) {
+      toast.error(error instanceof Error ? error.message : "Falha ao excluir automação")
+    }
+  }
+
+  return (
+    <Card className="border-slate-200">
+      <CardHeader>
+        <CardTitle className="text-lg font-semibold text-neutral-900">Automações</CardTitle>
+        <CardDescription className="text-neutral-600">
+          Crie gatilhos para executar ações automáticas (fila, prioridade, responsável, formulário, chat…).
+        </CardDescription>
+        <CardAction>
+          <div className="flex flex-col items-stretch gap-2 sm:flex-row sm:items-center">
+            <Input
+              value={queryText}
+              onChange={(e) => setQueryText(e.target.value)}
+              placeholder="Buscar automação..."
+              className="w-full sm:w-64"
+            />
+            <Select value={triggerFilter} onValueChange={setTriggerFilter}>
+              <SelectTrigger className="w-full sm:w-44">
+                <SelectValue placeholder="Quando" />
+              </SelectTrigger>
+              <SelectContent className="rounded-xl">
+                <SelectItem value="all">Todos</SelectItem>
+                <SelectItem value="TICKET_CREATED">Abertura</SelectItem>
+                <SelectItem value="STATUS_CHANGED">Alteração</SelectItem>
+                <SelectItem value="COMMENT_ADDED">Comentário</SelectItem>
+                <SelectItem value="TICKET_RESOLVED">Finalização</SelectItem>
+              </SelectContent>
+            </Select>
+            <Select value={statusFilter} onValueChange={setStatusFilter}>
+              <SelectTrigger className="w-full sm:w-40">
+                <SelectValue placeholder="Status" />
+              </SelectTrigger>
+              <SelectContent className="rounded-xl">
+                <SelectItem value="all">Todos</SelectItem>
+                <SelectItem value="active">Ativas</SelectItem>
+                <SelectItem value="inactive">Inativas</SelectItem>
+              </SelectContent>
+            </Select>
+            <Dialog open={editorOpen} onOpenChange={setEditorOpen}>
+              <DialogTrigger asChild>
+                <Button onClick={handleNew} className="gap-2">
+                  <Plus className="size-4" />
+                  Nova automação
+                </Button>
+              </DialogTrigger>
+              <AutomationEditorDialog
+                automation={editing}
+                onClose={() => setEditorOpen(false)}
+              />
+            </Dialog>
+          </div>
+        </CardAction>
+      </CardHeader>
+      <CardContent>
+        {!list ? (
+          <div className="space-y-2">
+            {Array.from({ length: 6 }).map((_, i) => (
+              <Skeleton key={i} className="h-12 w-full rounded-lg" />
+            ))}
+          </div>
+        ) : filtered.length === 0 ? (
+          <p className="rounded-lg border border-dashed border-slate-200 p-6 text-sm text-neutral-500">
+            Nenhuma automação cadastrada.
+          </p>
+        ) : (
+          <div className="overflow-x-auto">
+            <table className="min-w-full border-separate border-spacing-y-2">
+              <thead>
+                <tr className="text-left text-xs font-semibold uppercase tracking-wide text-neutral-500">
+                  <th className="px-2 py-1">Nome</th>
+                  <th className="px-2 py-1">Quando</th>
+                  <th className="px-2 py-1">Ações</th>
+                  <th className="px-2 py-1">Execuções</th>
+                  <th className="px-2 py-1">Última</th>
+                  <th className="px-2 py-1">Status</th>
+                  <th className="px-2 py-1 text-right"> </th>
+                </tr>
+              </thead>
+              <tbody>
+                {filtered.map((row) => (
+                  <tr key={row.id} className="rounded-xl border border-slate-200 bg-white">
+                    <td className="px-2 py-2 text-sm font-medium text-neutral-900">{row.name}</td>
+                    <td className="px-2 py-2 text-sm text-neutral-700">
+                      <div className="flex items-center gap-2">
+                        <Badge variant="secondary" className="rounded-full">
+                          {triggerLabel(row.trigger)}
+                        </Badge>
+                        {row.timing === "DELAYED" && row.delayMs ? (
+                          <span className="text-xs text-neutral-500">
+                            +{Math.round(row.delayMs / 60000)}m
+                          </span>
+                        ) : null}
+                      </div>
+                    </td>
+                    <td className="px-2 py-2 text-sm text-neutral-700">{row.actions?.length ?? 0}</td>
+                    <td className="px-2 py-2 text-sm text-neutral-700">{row.runCount ?? 0}</td>
+                    <td className="px-2 py-2 text-sm text-neutral-700">{formatLastRun(row.lastRunAt)}</td>
+                    <td className="px-2 py-2">
+                      <div className="flex items-center gap-2">
+                        <Switch
+                          checked={row.enabled}
+                          onCheckedChange={(checked) => handleToggle(row, checked)}
+                        />
+                        <span className="text-xs text-neutral-600">{row.enabled ? "Ativa" : "Inativa"}</span>
+                      </div>
+                    </td>
+                    <td className="px-2 py-2 text-right">
+                      <DropdownMenu>
+                        <DropdownMenuTrigger asChild>
+                          <Button variant="ghost" size="icon" className="h-8 w-8">
+                            <MoreHorizontal className="size-4" />
+                          </Button>
+                        </DropdownMenuTrigger>
+                        <DropdownMenuContent align="end" className="rounded-xl">
+                          <DropdownMenuItem onClick={() => handleEdit(row)} className="gap-2">
+                            <Pencil className="size-4" />
+                            Editar
+                          </DropdownMenuItem>
+                          <DropdownMenuItem
+                            onClick={() => handleDelete(row)}
+                            className="gap-2 text-red-600 focus:text-red-600"
+                          >
+                            <Trash2 className="size-4" />
+                            Excluir
+                          </DropdownMenuItem>
+                        </DropdownMenuContent>
+                      </DropdownMenu>
+                    </td>
+                  </tr>
+                ))}
+              </tbody>
+            </table>
+          </div>
+        )}
+      </CardContent>
+    </Card>
+  )
+}
+

src/components/chat/chat-widget-provider.tsx

@@ -2,6 +2,8 @@
 
 import dynamic from "next/dynamic"
 import { api } from "@/convex/_generated/api"
+import { useAuth } from "@/lib/auth-client"
+import { isAgentOrAdmin } from "@/lib/authz"
 
 // Verifica se a API do liveChat existe
 function checkLiveChatApiExists() {
@@ -19,6 +21,11 @@ const ChatWidget = dynamic(
 )
 
 export function ChatWidgetProvider() {
+  const { role, isLoading } = useAuth()
+
+  if (isLoading) return null
+  if (!isAgentOrAdmin(role)) return null
+
   // Nao renderiza se a API nao existir (Convex nao sincronizado)
   if (!checkLiveChatApiExists()) {
     return null

src/lib/authz.ts

@@ -14,6 +14,11 @@ export function isAdmin(role?: string | null) {
   return normalizeRole(role) === ADMIN_ROLE
 }
 
+export function isAgentOrAdmin(role?: string | null) {
+  const normalized = normalizeRole(role)
+  return normalized === "admin" || normalized === "agent"
+}
+
 export function isStaff(role?: string | null) {
   return STAFF_ROLES.has(normalizeRole(role) ?? "")
 }

tests/api-admin-devices-rename.test.ts

@@ -13,18 +13,6 @@ vi.mock("convex/browser", () => ({
   ConvexHttpClient: vi.fn(() => ({ mutation: mutationMock })),
 }))
 
-vi.mock("@/convex/_generated/api", () => ({
-  api: {
-    users: { ensureUser: "users:ensureUser" },
-    devices: {
-      heartbeat: "devices:heartbeat",
-      upsertInventory: "devices:upsertInventory",
-      findByAuthEmail: "devices:findByAuthEmail",
-      remove: "devices:remove",
-    },
-  },
-}))
-
 describe("POST /api/admin/devices/rename", () => {
   beforeEach(() => {
     vi.resetAllMocks()
@@ -40,11 +28,12 @@ describe("POST /api/admin/devices/rename", () => {
       },
       session: { id: "sess", expiresAt: Date.now() + 1000 },
     })
-    mutationMock.mockImplementation((name: string) => {
+    mutationMock.mockImplementation((name: unknown) => {
-      if (name === "users:ensureUser") {
+      if (typeof name === "string") {
-        return Promise.resolve({ _id: "user-123" })
+        return Promise.resolve({ ok: true })
       }
-      return Promise.resolve({ ok: true })
+
+      return Promise.resolve({ _id: "user-123" })
     })
   })
 

tests/automations-engine.test.ts

@@ -0,0 +1,202 @@
+import { describe, expect, it, vi } from "bun:test"
+
+import { runTicketAutomationsForEvent } from "../convex/automations"
+import type { AutomationConditionGroup, TicketForAutomation } from "../convex/automationsEngine"
+import { evaluateAutomationConditions } from "../convex/automationsEngine"
+
+function buildTicket(overrides: Partial<TicketForAutomation> = {}): TicketForAutomation {
+  const base: TicketForAutomation = {
+    tenantId: "tenant-1",
+    status: "AWAITING_ATTENDANCE",
+    priority: "MEDIUM",
+    channel: "EMAIL",
+    queueId: "queue-1" as never,
+    companyId: "company-1" as never,
+    categoryId: "cat-1" as never,
+    subcategoryId: "subcat-1" as never,
+    tags: ["vip", "windows"],
+    formTemplate: "DEFAULT",
+    chatEnabled: true,
+  }
+
+  return { ...base, ...overrides }
+}
+
+describe("automationsEngine.evaluateAutomationConditions", () => {
+  it("retorna true quando não há condições", () => {
+    const ticket = buildTicket()
+    expect(evaluateAutomationConditions(ticket, null)).toBe(true)
+    expect(evaluateAutomationConditions(ticket, undefined)).toBe(true)
+  })
+
+  it("aplica AND: todas devem bater", () => {
+    const ticket = buildTicket({ priority: "HIGH" })
+    const group: AutomationConditionGroup = {
+      op: "AND",
+      conditions: [
+        { field: "priority", op: "eq", value: "HIGH" },
+        { field: "status", op: "eq", value: "AWAITING_ATTENDANCE" },
+      ],
+    }
+    expect(evaluateAutomationConditions(ticket, group)).toBe(true)
+  })
+
+  it("aplica OR: basta uma bater", () => {
+    const ticket = buildTicket({ priority: "LOW" })
+    const group: AutomationConditionGroup = {
+      op: "OR",
+      conditions: [
+        { field: "priority", op: "eq", value: "HIGH" },
+        { field: "priority", op: "eq", value: "LOW" },
+      ],
+    }
+    expect(evaluateAutomationConditions(ticket, group)).toBe(true)
+  })
+
+  it("suporta comparadores eq/neq/in/not_in para campos simples", () => {
+    const ticket = buildTicket()
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "companyId", op: "eq", value: "company-1" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "queueId", op: "neq", value: "queue-2" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "priority", op: "in", value: ["LOW", "MEDIUM"] }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "status", op: "not_in", value: ["RESOLVED", "PAUSED"] }],
+      })
+    ).toBe(true)
+  })
+
+  it("suporta chatEnabled (is_true/is_false/eq/neq)", () => {
+    const ticket = buildTicket({ chatEnabled: true })
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "chatEnabled", op: "is_true" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "chatEnabled", op: "is_false" }],
+      })
+    ).toBe(false)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "chatEnabled", op: "eq", value: true }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "chatEnabled", op: "neq", value: false }],
+      })
+    ).toBe(true)
+  })
+
+  it("suporta tag (contains/not_contains/eq/neq)", () => {
+    const ticket = buildTicket({ tags: ["vip", "linux"] })
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "tag", op: "contains", value: "vip" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "tag", op: "not_contains", value: "windows" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "tag", op: "eq", value: "linux" }],
+      })
+    ).toBe(true)
+
+    expect(
+      evaluateAutomationConditions(ticket, {
+        op: "AND",
+        conditions: [{ field: "tag", op: "neq", value: "vip" }],
+      })
+    ).toBe(false)
+  })
+})
+
+describe("automations.runTicketAutomationsForEvent", () => {
+  it("agenda automação DELAYED via scheduler.runAfter", async () => {
+    const runAfter = vi.fn(async () => {})
+
+    const ticketId = "ticket_1" as never
+    const automationId = "auto_1" as never
+    const ticket = buildTicket({ tenantId: "tenant-1" }) as unknown as { _id: unknown; tenantId: string }
+    const automations = [
+      {
+        _id: automationId,
+        tenantId: "tenant-1",
+        name: "Auto",
+        enabled: true,
+        trigger: "TICKET_CREATED",
+        timing: "DELAYED",
+        delayMs: 60_000,
+        conditions: null,
+        actions: [{ type: "SET_CHAT_ENABLED", enabled: true }],
+        createdBy: "user_1",
+        createdAt: 0,
+        updatedAt: 0,
+      },
+    ]
+
+    const take = vi.fn(async () => automations)
+    const filter = vi.fn(() => ({ take }))
+    const withIndex = vi.fn(() => ({ filter, take }))
+    const query = vi.fn(() => ({ withIndex }))
+    const get = vi.fn(async (id: unknown) => {
+      if (id === ticketId) return { ...ticket, _id: ticketId, tenantId: "tenant-1" }
+      return null
+    })
+
+    await runTicketAutomationsForEvent(
+      {
+        db: { get, query } as unknown,
+        scheduler: { runAfter } as unknown,
+      } as never,
+      { tenantId: "tenant-1", ticketId, eventType: "TICKET_CREATED" }
+    )
+
+    expect(runAfter).toHaveBeenCalledTimes(1)
+    expect(runAfter).toHaveBeenCalledWith(
+      60_000,
+      expect.anything(),
+      expect.objectContaining({ automationId, ticketId, eventType: "TICKET_CREATED" })
+    )
+  })
+})
+

tests/setup/bun-test-env.ts

@@ -6,6 +6,7 @@ import { JSDOM } from "jsdom"
 process.env.BETTER_AUTH_SECRET ??= "test-secret"
 process.env.NEXT_PUBLIC_APP_URL ??= "http://localhost:3000"
 process.env.BETTER_AUTH_URL ??= process.env.NEXT_PUBLIC_APP_URL
+process.env.NODE_ENV ??= "test"
 
 const OriginalDate = Date
 let fixedTimestamp: number | null = null