Merge pull request #511 from Tria-plc/freight/feat/chat-app

chat app support to the passenger with websocket and anonymous

apps/edr-passenger-api/package.json

@@ -31,10 +31,12 @@
     "@nestjs/event-emitter": "^2.0.4",
     "@nestjs/microservices": "^11.1.24",
     "@nestjs/platform-express": "^11.1.19",
+    "@nestjs/platform-socket.io": "^11.1.27",
     "@nestjs/schedule": "^6.1.3",
     "@nestjs/swagger": "^7.4.0",
     "@nestjs/throttler": "^6.5.0",
     "@nestjs/typeorm": "^11.0.1",
+    "@nestjs/websockets": "^11.1.27",
     "@prisma/client": "^6.19.3",
     "@sendgrid/mail": "^8.1.0",
     "@tria-plc/api-common": "file:../../local-packages/tria-plc-api-common-1.4.3.tgz",
@@ -54,6 +56,7 @@
     "qrcode": "^1.5.3",
     "reflect-metadata": "^0.2.2",
     "rxjs": "^7.8.1",
+    "socket.io": "^4.8.3",
     "swagger-ui-express": "^5.0.0",
     "tsconfig-paths": "^4.2.0",
     "typeorm": "^0.3.30",

apps/edr-passenger-api/prisma/migrations/20260707134245_enhanced_support_chat/migration.sql

@@ -0,0 +1,19 @@
+-- AlterTable
+ALTER TABLE "SupportConversation" ADD COLUMN     "agentLastReadAt" TIMESTAMP(3),
+ADD COLUMN     "lastMessageAt" TIMESTAMP(3),
+ADD COLUMN     "lastMessagePreview" TEXT,
+ADD COLUMN     "lastMessageSender" "SupportSender",
+ADD COLUMN     "passengerId" TEXT,
+ADD COLUMN     "passengerName" TEXT,
+ADD COLUMN     "subject" TEXT,
+ADD COLUMN     "updatedAt" TIMESTAMP(3) NOT NULL DEFAULT CURRENT_TIMESTAMP,
+ADD COLUMN     "userLastReadAt" TIMESTAMP(3);
+
+-- CreateIndex
+CREATE INDEX "SupportConversation_userId_idx" ON "SupportConversation"("userId");
+
+-- CreateIndex
+CREATE INDEX "SupportConversation_status_lastMessageAt_idx" ON "SupportConversation"("status", "lastMessageAt");
+
+-- AddForeignKey
+ALTER TABLE "SupportConversation" ADD CONSTRAINT "SupportConversation_passengerId_fkey" FOREIGN KEY ("passengerId") REFERENCES "Passenger"("id") ON DELETE SET NULL ON UPDATE CASCADE;

apps/edr-passenger-api/prisma/migrations/20260707135233_add_guest_support/migration.sql

@@ -0,0 +1,9 @@
+-- AlterTable
+ALTER TABLE "SupportConversation" ADD COLUMN     "guestEmail" TEXT,
+ADD COLUMN     "guestId" TEXT,
+ADD COLUMN     "guestName" TEXT,
+ADD COLUMN     "guestPhone" TEXT,
+ALTER COLUMN "userId" DROP NOT NULL;
+
+-- CreateIndex
+CREATE INDEX "SupportConversation_guestId_idx" ON "SupportConversation"("guestId");

apps/edr-passenger-api/prisma/schema.prisma

@@ -299,6 +299,7 @@ model Passenger {
   travelerProfiles         TravelerProfile[]
   savedRoutes              SavedRoute[]
   packageBookings          PackageBooking[]
+  supportConversations     SupportConversation[]
   @@index([userId])
   @@index([iamUserId])
   @@schema("passenger")
@@ -881,12 +882,29 @@ model FaqArticle {
 }
 
 model SupportConversation {
-  id              String                    @id @default(uuid())
-  userId          String
-  assignedAgentId String?
-  status          SupportConversationStatus @default(OPEN)
-  createdAt       DateTime                  @default(now())
-  messages        SupportMessage[]
+  id                 String                    @id @default(uuid())
+  userId             String?
+  guestId            String?
+  guestName          String?
+  guestEmail         String?
+  guestPhone         String?
+  passengerId        String?
+  passengerName      String?
+  subject            String?
+  assignedAgentId    String?
+  status             SupportConversationStatus @default(OPEN)
+  lastMessageAt      DateTime?
+  lastMessagePreview String?
+  lastMessageSender  SupportSender?
+  userLastReadAt     DateTime?
+  agentLastReadAt    DateTime?
+  createdAt          DateTime                  @default(now())
+  updatedAt          DateTime                  @updatedAt @default(now())
+  messages           SupportMessage[]
+  passenger          Passenger?                @relation(fields: [passengerId], references: [id])
+  @@index([userId])
+  @@index([guestId])
+  @@index([status, lastMessageAt])
   @@schema("passenger")
 }
 

apps/edr-passenger-api/src/modules/support/support.controller.ts

@@ -1,15 +1,207 @@
-import { Body, Controller, Get, Param, Post, UseGuards } from '@nestjs/common';
+import {
+  Body,
+  Controller,
+  Get,
+  Param,
+  Patch,
+  Post,
+  Query,
+  Req,
+  UnauthorizedException,
+  UseGuards,
+} from '@nestjs/common';
 import { ApiTags, ApiOperation, ApiBearerAuth } from '@nestjs/swagger';
+import { IsPublic } from '@tria-plc/api-common/modules/auth/decorators/public.decorator';
 import { SupportService } from './support.service';
 import { JwtGuard } from '../../common/jwt.guard';
+import {
+  CreateConversationDto,
+  CreateGuestConversationDto,
+  GuestIdBodyDto,
+  GuestSendMessageDto,
+  ListConversationsQueryDto,
+  SendMessageDto,
+  UpdateStatusDto,
+} from './support.dto';
+
+function userId(req: any): string {
+  const id = req?.user?.id ?? req?.user?.sub;
+  if (!id) throw new UnauthorizedException();
+  return id;
+}
 
 @ApiTags('Support')
 @Controller('support')
 export class SupportController {
   constructor(private service: SupportService) {}
-  @Get('faq')                                @ApiOperation({ summary: 'Get FAQ categories' })                    getFaqCategories() { return this.service.getFaqCategories(); }
-  @Get('faq/:categoryId/articles')           @ApiOperation({ summary: 'Get FAQ articles for a category' })       getFaqArticles(@Param('categoryId') id: string) { return this.service.getFaqArticles(id); }
-  @Post('conversations') @UseGuards(JwtGuard) @ApiBearerAuth('JWT-auth') @ApiOperation({ summary: 'Start a support conversation' }) startConversation(@Body('userId') userId: string) { return this.service.startConversation(userId); }
-  @Post('conversations/:id/messages') @UseGuards(JwtGuard) @ApiBearerAuth('JWT-auth') @ApiOperation({ summary: 'Send a message in a conversation' }) sendMessage(@Param('id') id: string, @Body() body: { sender: 'USER' | 'BOT' | 'AGENT'; text: string }) { return this.service.sendMessage(id, body.sender, body.text); }
-  @Get('conversations/:id') @UseGuards(JwtGuard) @ApiBearerAuth('JWT-auth') @ApiOperation({ summary: 'Get conversation with messages' }) getConversation(@Param('id') id: string) { return this.service.getConversation(id); }
+
+  // ---- FAQ (public) ------------------------------------------------------
+
+  @Get('faq')
+  @IsPublic()
+  @ApiOperation({ summary: 'Get FAQ categories' })
+  getFaqCategories() {
+    return this.service.getFaqCategories();
+  }
+
+  @Get('faq/:categoryId/articles')
+  @IsPublic()
+  @ApiOperation({ summary: 'Get FAQ articles for a category' })
+  getFaqArticles(@Param('categoryId') id: string) {
+    return this.service.getFaqArticles(id);
+  }
+
+  // ---- customer: authenticated passenger --------------------------------
+
+  @Post('conversations')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Open a new support conversation' })
+  createConversation(@Req() req: any, @Body() body: CreateConversationDto) {
+    return this.service.createConversation(userId(req), body);
+  }
+
+  @Get('conversations')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'List my support conversations' })
+  listMine(@Req() req: any, @Query() query: ListConversationsQueryDto) {
+    return this.service.listForCustomer({ iamUserId: userId(req) }, query);
+  }
+
+  @Get('conversations/:id/messages')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'List messages in one of my conversations' })
+  messages(@Req() req: any, @Param('id') id: string) {
+    return this.service.getMessages(id, { iamUserId: userId(req) });
+  }
+
+  @Post('conversations/:id/messages')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Send a message as the customer' })
+  send(@Req() req: any, @Param('id') id: string, @Body() body: SendMessageDto) {
+    return this.service.sendMessage(id, 'USER', body.text, {
+      iamUserId: userId(req),
+    });
+  }
+
+  @Post('conversations/:id/read')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Mark a conversation read (customer side)' })
+  read(@Req() req: any, @Param('id') id: string) {
+    return this.service.markRead(id, 'USER', { iamUserId: userId(req) });
+  }
+
+  @Get('unread-count')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Count my unread support conversations' })
+  unread(@Req() req: any) {
+    return this.service.unreadCount('USER', { iamUserId: userId(req) });
+  }
+
+  // ---- customer: guest (unauthenticated) --------------------------------
+  // No JwtGuard. Access is scoped by a client-generated `guestId` (the bearer
+  // of access — anyone with it sees that thread; accepted MVP trade-off).
+
+  @Post('guest/conversations')
+  @IsPublic()
+  @ApiOperation({ summary: 'Open a support conversation as a guest' })
+  guestCreate(@Body() body: CreateGuestConversationDto) {
+    return this.service.createGuestConversation(body);
+  }
+
+  @Get('guest/conversations')
+  @IsPublic()
+  @ApiOperation({ summary: 'List a guest\'s conversations' })
+  guestList(
+    @Query('guestId') guestId: string,
+    @Query() query: ListConversationsQueryDto,
+  ) {
+    return this.service.listForCustomer({ guestId }, query);
+  }
+
+  @Get('guest/conversations/:id/messages')
+  @IsPublic()
+  @ApiOperation({ summary: 'List messages in a guest conversation' })
+  guestMessages(@Param('id') id: string, @Query('guestId') guestId: string) {
+    return this.service.getMessages(id, { guestId });
+  }
+
+  @Post('guest/conversations/:id/messages')
+  @IsPublic()
+  @ApiOperation({ summary: 'Send a message as a guest' })
+  guestSend(@Param('id') id: string, @Body() body: GuestSendMessageDto) {
+    return this.service.sendMessage(id, 'USER', body.text, {
+      guestId: body.guestId,
+    });
+  }
+
+  @Post('guest/conversations/:id/read')
+  @IsPublic()
+  @ApiOperation({ summary: 'Mark a guest conversation read' })
+  guestRead(@Param('id') id: string, @Body() body: GuestIdBodyDto) {
+    return this.service.markRead(id, 'USER', { guestId: body.guestId });
+  }
+
+  @Get('guest/unread-count')
+  @IsPublic()
+  @ApiOperation({ summary: 'Count a guest\'s unread conversations' })
+  guestUnread(@Query('guestId') guestId: string) {
+    return this.service.unreadCount('USER', { guestId });
+  }
+
+  // ---- agent (backoffice) ------------------------------------------------
+  // TODO: gate agent routes with a staff permission once passenger RBAC is wired.
+
+  @Get('agent/conversations')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'List all support conversations (shared inbox)' })
+  agentList(@Query() query: ListConversationsQueryDto) {
+    return this.service.listForAgents(query);
+  }
+
+  @Get('agent/conversations/:id/messages')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'List messages in a conversation' })
+  agentMessages(@Param('id') id: string) {
+    return this.service.getMessages(id);
+  }
+
+  @Post('agent/conversations/:id/messages')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Reply as an agent' })
+  agentSend(@Param('id') id: string, @Body() body: SendMessageDto) {
+    return this.service.sendMessage(id, 'AGENT', body.text);
+  }
+
+  @Patch('agent/conversations/:id/status')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: "Change a conversation's status" })
+  agentStatus(@Param('id') id: string, @Body() body: UpdateStatusDto) {
+    return this.service.setStatus(id, body.status);
+  }
+
+  @Post('agent/conversations/:id/read')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Mark a conversation read (agent side)' })
+  agentRead(@Param('id') id: string) {
+    return this.service.markRead(id, 'AGENT');
+  }
+
+  @Get('agent/unread-count')
+  @UseGuards(JwtGuard)
+  @ApiBearerAuth('JWT-auth')
+  @ApiOperation({ summary: 'Count unread conversations (agent side)' })
+  agentUnread() {
+    return this.service.unreadCount('AGENT');
+  }
 }

apps/edr-passenger-api/src/modules/support/support.dto.ts

@@ -0,0 +1,127 @@
+import { ApiProperty, ApiPropertyOptional } from '@nestjs/swagger';
+import { Type } from 'class-transformer';
+import {
+  IsEmail,
+  IsEnum,
+  IsInt,
+  IsOptional,
+  IsString,
+  Length,
+  Max,
+  MaxLength,
+  Min,
+  MinLength,
+} from 'class-validator';
+
+export enum SupportStatusDto {
+  OPEN = 'OPEN',
+  RESOLVED = 'RESOLVED',
+  CLOSED = 'CLOSED',
+}
+
+export class CreateConversationDto {
+  @ApiProperty({ description: 'Short subject / topic of the request.' })
+  @IsString()
+  @Length(3, 200)
+  subject!: string;
+
+  @ApiProperty({ description: 'The first message body.' })
+  @IsString()
+  @MinLength(1)
+  @MaxLength(4000)
+  initialMessage!: string;
+}
+
+export class SendMessageDto {
+  @ApiProperty({ description: 'Message text.' })
+  @IsString()
+  @MinLength(1)
+  @MaxLength(4000)
+  text!: string;
+}
+
+export class CreateGuestConversationDto {
+  @ApiProperty({ description: 'Client-generated anonymous id (localStorage).' })
+  @IsString()
+  @Length(8, 120)
+  guestId!: string;
+
+  @ApiProperty({ description: 'Guest full name.' })
+  @IsString()
+  @Length(1, 120)
+  name!: string;
+
+  @ApiProperty({ description: 'Guest email for follow-up.' })
+  @IsEmail()
+  email!: string;
+
+  @ApiPropertyOptional({ description: 'Guest phone (optional).' })
+  @IsOptional()
+  @IsString()
+  @MaxLength(40)
+  phone?: string;
+
+  @ApiProperty()
+  @IsString()
+  @Length(3, 200)
+  subject!: string;
+
+  @ApiProperty()
+  @IsString()
+  @MinLength(1)
+  @MaxLength(4000)
+  initialMessage!: string;
+}
+
+export class GuestSendMessageDto {
+  @ApiProperty({ description: 'The guest id that owns the conversation.' })
+  @IsString()
+  @Length(8, 120)
+  guestId!: string;
+
+  @ApiProperty({ description: 'Message text.' })
+  @IsString()
+  @MinLength(1)
+  @MaxLength(4000)
+  text!: string;
+}
+
+export class GuestIdBodyDto {
+  @ApiProperty()
+  @IsString()
+  @Length(8, 120)
+  guestId!: string;
+}
+
+export class UpdateStatusDto {
+  @ApiProperty({ enum: SupportStatusDto })
+  @IsEnum(SupportStatusDto)
+  status!: SupportStatusDto;
+}
+
+export class ListConversationsQueryDto {
+  @ApiPropertyOptional({ enum: SupportStatusDto })
+  @IsOptional()
+  @IsEnum(SupportStatusDto)
+  status?: SupportStatusDto;
+
+  @ApiPropertyOptional({ description: 'Search subject / passenger name.' })
+  @IsOptional()
+  @IsString()
+  search?: string;
+
+  @ApiPropertyOptional({ minimum: 1, default: 1 })
+  @IsOptional()
+  @Type(() => Number)
+  @IsInt()
+  @Min(1)
+  page?: number;
+
+  @ApiPropertyOptional({ minimum: 1, maximum: 100, default: 100 })
+  @IsOptional()
+  @Type(() => Number)
+  @IsInt()
+  @Min(1)
+  @Max(100)
+  limit?: number;
+}

apps/edr-passenger-api/src/modules/support/support.gateway.ts

@@ -0,0 +1,134 @@
+import { Logger } from '@nestjs/common';
+import {
+  OnGatewayConnection,
+  WebSocketGateway,
+  WebSocketServer,
+} from '@nestjs/websockets';
+import { Server, Socket } from 'socket.io';
+import { Passenger as PassengerTypes } from '@edr/types';
+
+import { PrismaService } from '../../common/prisma.service';
+import { WsAuthService } from './ws-auth.service';
+
+/**
+ * Server → client push for passenger support chat. Clients only *listen* (no
+ * `@SubscribeMessage`); the handshake is authenticated in `handleConnection`.
+ * Each socket joins a room based on its side:
+ *  - backoffice staff → the shared `backoffice` room (see every conversation).
+ *  - passengers        → their `user:<iamUserId>` room (their own tickets only).
+ *
+ * Side is decided by the presence of a `Passenger` row for the IAM user id
+ * (staff have none). A message is emitted to BOTH the owner's room and the
+ * backoffice room so the customer thread, the sender's echo, and every agent's
+ * inbox update live.
+ */
+@WebSocketGateway({
+  namespace: PassengerTypes.PASSENGER_SUPPORT_WS_NAMESPACE,
+  cors: { origin: true, credentials: true },
+})
+export class SupportGateway implements OnGatewayConnection {
+  private readonly logger = new Logger(SupportGateway.name);
+
+  private static readonly BACKOFFICE_ROOM = 'backoffice';
+
+  @WebSocketServer()
+  private readonly server!: Server;
+
+  constructor(
+    private readonly wsAuth: WsAuthService,
+    private readonly prisma: PrismaService,
+  ) {}
+
+  async handleConnection(socket: Socket): Promise<void> {
+    const userId = await this.wsAuth.resolveUserId(this.extractToken(socket));
+
+    // Authenticated: passenger (own room) or backoffice staff (shared room).
+    if (userId) {
+      socket.data.userId = userId;
+      const passenger = await this.prisma.passenger.findUnique({
+        where: { iamUserId: userId },
+      });
+      if (passenger) {
+        await socket.join(`user:${userId}`);
+        socket.data.side = 'USER';
+      } else {
+        await socket.join(SupportGateway.BACKOFFICE_ROOM);
+        socket.data.side = 'AGENT';
+      }
+      return;
+    }
+
+    // Guest: no valid token, but a client-generated guestId scopes the room.
+    // Anyone holding the guestId can see that thread (no account = weaker
+    // ownership) — an accepted MVP trade-off for guest support.
+    const guestId = this.extractGuestId(socket);
+    if (guestId) {
+      socket.data.guestId = guestId;
+      socket.data.side = 'USER';
+      await socket.join(`guest:${guestId}`);
+      return;
+    }
+
+    this.logger.debug(`Rejected passenger-support handshake ${socket.id}`);
+    socket.disconnect(true);
+  }
+
+  /** Push a new message + updated conversation to the owner + backoffice rooms. */
+  emitMessage(
+    ownerRoom: string | null,
+    conversation: PassengerTypes.PassengerSupportConversationDto,
+    message: PassengerTypes.PassengerSupportMessageDto,
+  ): void {
+    const payload = { conversation, message };
+    for (const room of this.targetRooms(ownerRoom)) {
+      const to = this.server.to(room);
+      to.emit(PassengerTypes.PASSENGER_SUPPORT_WS_EVENTS.MESSAGE_NEW, payload);
+      to.emit(
+        PassengerTypes.PASSENGER_SUPPORT_WS_EVENTS.CONVERSATION_UPDATED,
+        conversation,
+      );
+    }
+  }
+
+  /** Push a conversation metadata change (e.g. status) to both rooms. */
+  emitConversationUpdated(
+    ownerRoom: string | null,
+    conversation: PassengerTypes.PassengerSupportConversationDto,
+  ): void {
+    for (const room of this.targetRooms(ownerRoom)) {
+      this.server
+        .to(room)
+        .emit(
+          PassengerTypes.PASSENGER_SUPPORT_WS_EVENTS.CONVERSATION_UPDATED,
+          conversation,
+        );
+    }
+  }
+
+  private targetRooms(ownerRoom: string | null): string[] {
+    const rooms = [SupportGateway.BACKOFFICE_ROOM];
+    if (ownerRoom) rooms.push(ownerRoom);
+    return rooms;
+  }
+
+  private extractGuestId(socket: Socket): string | undefined {
+    const authGuest = socket.handshake.auth?.guestId as string | undefined;
+    if (authGuest) return authGuest;
+    const queryGuest = socket.handshake.query?.guestId;
+    if (typeof queryGuest === 'string') return queryGuest;
+    return undefined;
+  }
+
+  private extractToken(socket: Socket): string | undefined {
+    const authToken = socket.handshake.auth?.token as string | undefined;
+    if (authToken) return authToken;
+
+    const queryToken = socket.handshake.query?.token;
+    if (typeof queryToken === 'string') return queryToken;
+
+    const header = socket.handshake.headers?.authorization;
+    if (header?.startsWith('Bearer ')) return header.slice(7);
+
+    return undefined;
+  }
+}

apps/edr-passenger-api/src/modules/support/support.module.ts

@@ -1,6 +1,17 @@
 import { Module } from '@nestjs/common';
+import { TypeOrmModule } from '@nestjs/typeorm';
+import { Session } from '@tria-plc/iamapi-common/entities/iam/user/session.entity';
+
 import { SupportController } from './support.controller';
 import { SupportService } from './support.service';
+import { SupportGateway } from './support.gateway';
+import { WsAuthService } from './ws-auth.service';
 
-@Module({ controllers: [SupportController], providers: [SupportService] })
+@Module({
+  // Session is served by the app's default TypeORM DataSource (IAM schema) —
+  // used by WsAuthService to authenticate WebSocket handshakes.
+  imports: [TypeOrmModule.forFeature([Session])],
+  controllers: [SupportController],
+  providers: [SupportService, SupportGateway, WsAuthService],
+})
 export class SupportModule {}

apps/edr-passenger-api/src/modules/support/support.service.ts

@@ -1,35 +1,419 @@
-import { Injectable, NotFoundException } from '@nestjs/common';
+import {
+  ForbiddenException,
+  Injectable,
+  NotFoundException,
+} from '@nestjs/common';
+import { Passenger as T } from '@edr/types';
 import { PrismaService } from '../../common/prisma.service';
+import { SupportGateway } from './support.gateway';
+
+type Side = 'USER' | 'AGENT';
+type PrismaSender = 'USER' | 'BOT' | 'AGENT';
+type PrismaStatus = 'OPEN' | 'RESOLVED' | 'CLOSED';
+
+/** Who the caller is on the customer side: an authed passenger or a guest. */
+export interface CustomerOwner {
+  iamUserId?: string | null;
+  guestId?: string | null;
+}
+
+interface ListQuery {
+  status?: PrismaStatus;
+  search?: string;
+  page?: number;
+  limit?: number;
+}
+
+type ConversationRow = {
+  id: string;
+  userId: string | null;
+  guestId: string | null;
+  guestName: string | null;
+  guestEmail: string | null;
+  guestPhone: string | null;
+  passengerId: string | null;
+  passengerName: string | null;
+  subject: string | null;
+  status: PrismaStatus;
+  assignedAgentId: string | null;
+  lastMessageAt: Date | null;
+  lastMessagePreview: string | null;
+  lastMessageSender: PrismaSender | null;
+  userLastReadAt: Date | null;
+  agentLastReadAt: Date | null;
+  createdAt: Date;
+  updatedAt: Date;
+};
 
 @Injectable()
 export class SupportService {
-  constructor(private prisma: PrismaService) {}
+  constructor(
+    private prisma: PrismaService,
+    private gateway: SupportGateway,
+  ) {}
 
-  getFaqCategories() { return this.prisma.faqCategory.findMany({ include: { _count: { select: { articles: true } } } }); }
+  // ---- FAQ (unchanged) ---------------------------------------------------
 
-  getFaqArticles(categoryId: string) { return this.prisma.faqArticle.findMany({ where: { categoryId }, orderBy: { rank: 'asc' } }); }
-
-  startConversation(userId: string) { return this.prisma.supportConversation.create({ data: { userId } }); }
-
-  async sendMessage(conversationId: string, sender: 'USER' | 'BOT' | 'AGENT', text: string) {
-    const conv = await this.prisma.supportConversation.findUnique({ where: { id: conversationId } });
-    if (!conv) throw new NotFoundException('Conversation not found');
-    const message = await this.prisma.supportMessage.create({ data: { conversationId, sender, text } });
-    if (sender === 'USER') await this.prisma.supportMessage.create({ data: { conversationId, sender: 'BOT', text: this.getBotReply(text) } });
-    return message;
+  getFaqCategories() {
+    return this.prisma.faqCategory.findMany({
+      include: { _count: { select: { articles: true } } },
+    });
   }
 
-  async getConversation(conversationId: string) {
-    const conv = await this.prisma.supportConversation.findUnique({ where: { id: conversationId }, include: { messages: { orderBy: { createdAt: 'asc' } } } });
-    if (!conv) throw new NotFoundException('Conversation not found');
-    return conv;
+  getFaqArticles(categoryId: string) {
+    return this.prisma.faqArticle.findMany({
+      where: { categoryId },
+      orderBy: { rank: 'asc' },
+    });
   }
 
-  private getBotReply(text: string): string {
-    const lower = text.toLowerCase();
-    if (lower.includes('cancel') || lower.includes('refund')) return 'To cancel or refund, go to Bookings and select the booking. Refunds are processed within 3-5 business days.';
-    if (lower.includes('miss') || lower.includes('missed')) return 'If you missed your train, please check the Disruptions section for alternative options.';
-    if (lower.includes('seat')) return 'You can select or change seats during booking. Seat changes after confirmation may incur a fee.';
-    return 'Thank you for contacting EDR support. An agent will assist you shortly.';
+  // ---- customer: authed passenger ---------------------------------------
+
+  async createConversation(
+    iamUserId: string,
+    input: { subject: string; initialMessage: string },
+  ): Promise<T.PassengerSupportConversationDto> {
+    const passenger = await this.prisma.passenger.findUnique({
+      where: { iamUserId },
+      include: { user: { select: { fullName: true } } },
+    });
+    const conversation = (await this.prisma.supportConversation.create({
+      data: {
+        userId: iamUserId,
+        passengerId: passenger?.id ?? null,
+        passengerName: passenger?.user?.fullName ?? null,
+        subject: input.subject,
+        status: 'OPEN',
+      },
+    })) as ConversationRow;
+    return this.firstMessage(conversation, input.initialMessage);
+  }
+
+  // ---- customer: guest (unauthenticated) --------------------------------
+
+  async createGuestConversation(input: {
+    guestId: string;
+    name: string;
+    email: string;
+    phone?: string;
+    subject: string;
+    initialMessage: string;
+  }): Promise<T.PassengerSupportConversationDto> {
+    const conversation = (await this.prisma.supportConversation.create({
+      data: {
+        guestId: input.guestId,
+        guestName: input.name,
+        guestEmail: input.email,
+        guestPhone: input.phone ?? null,
+        passengerName: input.name, // uniform display name for the agent inbox
+        subject: input.subject,
+        status: 'OPEN',
+      },
+    })) as ConversationRow;
+    return this.firstMessage(conversation, input.initialMessage);
+  }
+
+  async listForCustomer(
+    owner: CustomerOwner,
+    query: ListQuery,
+  ): Promise<T.PassengerSupportConversationListResult> {
+    const scope = this.ownerScope(owner);
+    const where = { ...this.listWhere(query), ...scope };
+    const rows = (await this.prisma.supportConversation.findMany({
+      where,
+      orderBy: [{ lastMessageAt: 'desc' }, { createdAt: 'desc' }],
+      take: query.limit ?? 100,
+      skip: ((query.page ?? 1) - 1) * (query.limit ?? 100),
+    })) as ConversationRow[];
+    const count = await this.prisma.supportConversation.count({ where });
+    return this.buildListResult(rows, count, 'USER');
+  }
+
+  // ---- agent (backoffice) ------------------------------------------------
+
+  async listForAgents(
+    query: ListQuery,
+  ): Promise<T.PassengerSupportConversationListResult> {
+    const where = this.listWhere(query);
+    const rows = (await this.prisma.supportConversation.findMany({
+      where,
+      orderBy: [{ lastMessageAt: 'desc' }, { createdAt: 'desc' }],
+      take: query.limit ?? 100,
+      skip: ((query.page ?? 1) - 1) * (query.limit ?? 100),
+    })) as ConversationRow[];
+    const count = await this.prisma.supportConversation.count({ where });
+    return this.buildListResult(rows, count, 'AGENT');
+  }
+
+  async setStatus(
+    conversationId: string,
+    status: PrismaStatus,
+  ): Promise<T.PassengerSupportConversationDto> {
+    await this.requireConversation(conversationId);
+    const updated = (await this.prisma.supportConversation.update({
+      where: { id: conversationId },
+      data: { status },
+    })) as ConversationRow;
+    const dto = this.toConversationDto(updated, 0);
+    this.gateway.emitConversationUpdated(this.ownerRoom(updated), dto);
+    return dto;
+  }
+
+  // ---- shared ------------------------------------------------------------
+
+  async getMessages(
+    conversationId: string,
+    asCustomer?: CustomerOwner,
+  ): Promise<T.PassengerSupportMessageDto[]> {
+    const conversation = await this.requireConversation(conversationId);
+    if (asCustomer) this.assertOwns(conversation, asCustomer);
+    const rows = await this.prisma.supportMessage.findMany({
+      where: { conversationId },
+      orderBy: { createdAt: 'asc' },
+    });
+    return rows.map((m) => this.toMessageDto(m));
+  }
+
+  async sendMessage(
+    conversationId: string,
+    sender: Side,
+    text: string,
+    asCustomer?: CustomerOwner,
+  ): Promise<T.PassengerSupportMessageDto> {
+    const conversation = await this.requireConversation(conversationId);
+    if (sender === 'USER') {
+      this.assertOwns(conversation, asCustomer ?? {});
+    }
+    const updated = await this.appendMessage(conversation, sender, text);
+    const last = updated.messages[updated.messages.length - 1];
+    return this.toMessageDto(last);
+  }
+
+  async markRead(
+    conversationId: string,
+    side: Side,
+    asCustomer?: CustomerOwner,
+  ): Promise<{ unreadCount: number }> {
+    const conversation = await this.requireConversation(conversationId);
+    if (side === 'USER') {
+      this.assertOwns(conversation, asCustomer ?? {});
+      await this.prisma.supportConversation.update({
+        where: { id: conversationId },
+        data: { userLastReadAt: new Date() },
+      });
+      return this.unreadCount('USER', asCustomer);
+    }
+    await this.prisma.supportConversation.update({
+      where: { id: conversationId },
+      data: { agentLastReadAt: new Date() },
+    });
+    return this.unreadCount('AGENT');
+  }
+
+  async unreadCount(
+    side: Side,
+    owner?: CustomerOwner,
+  ): Promise<{ unreadCount: number }> {
+    const rows = (await this.prisma.supportConversation.findMany({
+      where: side === 'USER' ? this.ownerScope(owner ?? {}) : {},
+      select: { id: true, userLastReadAt: true, agentLastReadAt: true },
+    })) as Array<{
+      id: string;
+      userLastReadAt: Date | null;
+      agentLastReadAt: Date | null;
+    }>;
+    const map = await this.computeUnread(rows, side);
+    let unreadCount = 0;
+    for (const n of map.values()) if (n > 0) unreadCount++;
+    return { unreadCount };
+  }
+
+  // ---- internals ---------------------------------------------------------
+
+  private async firstMessage(
+    conversation: ConversationRow,
+    text: string,
+  ): Promise<T.PassengerSupportConversationDto> {
+    const { conversation: updated } = await this.appendMessageRaw(
+      conversation,
+      'USER',
+      text,
+    );
+    return this.toConversationDto(updated, 0);
+  }
+
+  private async appendMessage(
+    conversation: ConversationRow,
+    sender: PrismaSender,
+    text: string,
+  ) {
+    const { conversation: updated } = await this.appendMessageRaw(
+      conversation,
+      sender,
+      text,
+    );
+    return updated as ConversationRow & { messages: any[] };
+  }
+
+  /** Persist a message, bump the conversation's denormalized fields, emit live. */
+  private async appendMessageRaw(
+    conversation: ConversationRow,
+    sender: PrismaSender,
+    text: string,
+  ): Promise<{ conversation: ConversationRow & { messages: any[] }; message: any }> {
+    const message = await this.prisma.supportMessage.create({
+      data: { conversationId: conversation.id, sender, text },
+    });
+    const updated = (await this.prisma.supportConversation.update({
+      where: { id: conversation.id },
+      data: {
+        lastMessageAt: message.createdAt,
+        lastMessagePreview: text.slice(0, 280),
+        lastMessageSender: sender,
+      },
+      include: { messages: { orderBy: { createdAt: 'asc' } } },
+    })) as ConversationRow & { messages: any[] };
+
+    const dto = this.toConversationDto(updated, 0);
+    this.gateway.emitMessage(this.ownerRoom(updated), dto, this.toMessageDto(message));
+    return { conversation: updated, message };
+  }
+
+  private async buildListResult(
+    rows: ConversationRow[],
+    count: number,
+    side: Side,
+  ): Promise<T.PassengerSupportConversationListResult> {
+    const unreadMap = await this.computeUnread(rows, side);
+    const items = rows.map((r) =>
+      this.toConversationDto(r, unreadMap.get(r.id) ?? 0),
+    );
+    let unreadCount = 0;
+    for (const n of unreadMap.values()) if (n > 0) unreadCount++;
+    return { items, count, unreadCount };
+  }
+
+  private async computeUnread(
+    rows: Array<{
+      id: string;
+      userLastReadAt: Date | null;
+      agentLastReadAt: Date | null;
+    }>,
+    side: Side,
+  ): Promise<Map<string, number>> {
+    const map = new Map<string, number>();
+    if (rows.length === 0) return map;
+    const otherSender: PrismaSender = side === 'USER' ? 'AGENT' : 'USER';
+    const ids = rows.map((r) => r.id);
+    const msgs = await this.prisma.supportMessage.findMany({
+      where: { conversationId: { in: ids }, sender: otherSender },
+      select: { conversationId: true, createdAt: true },
+    });
+    const cursorById = new Map(
+      rows.map((r) => [
+        r.id,
+        side === 'USER' ? r.userLastReadAt : r.agentLastReadAt,
+      ]),
+    );
+    for (const m of msgs) {
+      const cursor = cursorById.get(m.conversationId) ?? null;
+      if (!cursor || m.createdAt > cursor) {
+        map.set(m.conversationId, (map.get(m.conversationId) ?? 0) + 1);
+      }
+    }
+    return map;
+  }
+
+  private listWhere(query: ListQuery) {
+    const where: Record<string, unknown> = {};
+    if (query.status) where.status = query.status;
+    if (query.search?.trim()) {
+      const contains = query.search.trim();
+      where.OR = [
+        { subject: { contains, mode: 'insensitive' } },
+        { passengerName: { contains, mode: 'insensitive' } },
+        { guestEmail: { contains, mode: 'insensitive' } },
+      ];
+    }
+    return where;
+  }
+
+  /** Prisma where-fragment scoping to the calling customer (authed or guest). */
+  private ownerScope(owner: CustomerOwner): Record<string, unknown> {
+    if (owner.iamUserId) return { userId: owner.iamUserId };
+    if (owner.guestId) return { guestId: owner.guestId };
+    // No identity ⇒ match nothing.
+    return { id: '__none__' };
+  }
+
+  private assertOwns(conversation: ConversationRow, owner: CustomerOwner): void {
+    const ok =
+      (owner.iamUserId && conversation.userId === owner.iamUserId) ||
+      (owner.guestId && conversation.guestId === owner.guestId);
+    if (!ok) {
+      throw new ForbiddenException('This conversation belongs to someone else.');
+    }
+  }
+
+  private ownerRoom(c: ConversationRow): string | null {
+    if (c.guestId) return `guest:${c.guestId}`;
+    if (c.userId) return `user:${c.userId}`;
+    return null;
+  }
+
+  private async requireConversation(id: string): Promise<ConversationRow> {
+    const conversation = (await this.prisma.supportConversation.findUnique({
+      where: { id },
+    })) as ConversationRow | null;
+    if (!conversation) throw new NotFoundException('Conversation not found');
+    return conversation;
+  }
+
+  private toConversationDto(
+    c: ConversationRow,
+    unreadCount: number,
+  ): T.PassengerSupportConversationDto {
+    return {
+      id: c.id,
+      userId: c.userId,
+      guestId: c.guestId,
+      guestEmail: c.guestEmail,
+      guestPhone: c.guestPhone,
+      passengerId: c.passengerId,
+      passengerName: c.passengerName ?? c.guestName ?? null,
+      subject: c.subject,
+      status: c.status as T.PassengerSupportStatus,
+      assignedAgentId: c.assignedAgentId,
+      lastMessageAt: c.lastMessageAt ? c.lastMessageAt.toISOString() : null,
+      lastMessagePreview: c.lastMessagePreview,
+      lastMessageSender: this.toDtoSender(c.lastMessageSender),
+      unreadCount,
+      createdAt: c.createdAt.toISOString(),
+      updatedAt: c.updatedAt.toISOString(),
+    };
+  }
+
+  private toMessageDto(m: {
+    id: string;
+    conversationId: string;
+    sender: PrismaSender;
+    text: string;
+    createdAt: Date;
+  }): T.PassengerSupportMessageDto {
+    return {
+      id: m.id,
+      conversationId: m.conversationId,
+      sender: this.toDtoSender(m.sender) ?? T.PassengerSupportSender.AGENT,
+      text: m.text,
+      createdAt: m.createdAt.toISOString(),
+    };
+  }
+
+  /** Legacy BOT messages are surfaced as AGENT to the UI. */
+  private toDtoSender(s: PrismaSender | null): T.PassengerSupportSender | null {
+    if (!s) return null;
+    return s === 'USER'
+      ? T.PassengerSupportSender.USER
+      : T.PassengerSupportSender.AGENT;
   }
 }

apps/edr-passenger-api/src/modules/support/ws-auth.service.ts

@@ -0,0 +1,48 @@
+import { Injectable, Logger } from '@nestjs/common';
+import { InjectRepository } from '@nestjs/typeorm';
+import { Repository } from 'typeorm';
+
+import { verifyToken } from '@tria-plc/api-common/utils/token';
+import { ESessionStatus } from '@tria-plc/api-common/utils/enums/user.enum';
+import { Session } from '@tria-plc/iamapi-common/entities/iam/user/session.entity';
+
+/**
+ * Authenticates a WebSocket handshake by mirroring the HTTP JwtGuard: the access
+ * token payload is only a *session* pointer (`{ id: <sessionId> }`), not the
+ * user — so we verify the signature (`verifyToken`), then load the IAM session
+ * and require it to be ACTIVE and unexpired, and read the real user id out of
+ * `session.userInfo`. The `Session` entity is served by the app's default
+ * TypeORM DataSource (the same one the shared JwtGuard queries for `iam.sessions`).
+ *
+ * Returns the IAM user id, or null for any invalid/expired/revoked/malformed token.
+ */
+@Injectable()
+export class WsAuthService {
+  private readonly logger = new Logger(WsAuthService.name);
+
+  constructor(
+    @InjectRepository(Session)
+    private readonly sessions: Repository<Session>,
+  ) {}
+
+  async resolveUserId(token?: string): Promise<string | null> {
+    if (!token) return null;
+    try {
+      const payload = verifyToken(token) as { id?: string };
+      const sessionId = payload?.id;
+      if (!sessionId) return null;
+
+      const session = await this.sessions.findOne({ where: { id: sessionId } });
+      if (!session) return null;
+      if (session.status !== ESessionStatus.ACTIVE) return null;
+      if (!session.expiryTime || new Date(session.expiryTime) <= new Date()) {
+        return null;
+      }
+
+      return session.userInfo?.id ?? null;
+    } catch (err) {
+      this.logger.debug(`WS auth rejected: ${(err as Error).message}`);
+      return null;
+    }
+  }
+}