Agent cockpit¶

/inbox is the new home screen for agents — a persistent, saved-view filterable inbox with bulk actions, plus /note for internal-only comments inside ticket topics, plus an auto-rendered customer history.

Feature flag

Gate on with FEATURE_AGENT_INBOX=true. Default is off so the legacy /queue stays authoritative until teams are briefed.

`/inbox`¶

Opens the inbox as a single message with:

Saved-view chips along the top: My open / Unassigned / Overdue / High / All open
Ticket rows with a checkbox, priority icon, SLA-at-risk flag, unassigned flag, and a trimmed title
Bulk-action footer (shown only when the selection is non-empty): Close, Assign me, Priority: High, Priority: Low, Clear selection
Pagination when more than 10 tickets match

Everything is one in-place edit — switching views, toggling a ticket, paging back and forth never spawns a new message.

Saved views¶

Key	What it shows
`my_open`	Tickets assigned to you, status=open (default)
`unassigned`	Status=open, no assignee
`overdue`	SLA warned or past breach deadline
`high_priority`	Priority=high
`all_open`	Everything still open

by_tag:*, by_team:*, by_project:* filters are scaffolded in the selection state — wiring them to user-editable saved views is a follow-up.

Selection state¶

Your current selection persists in the user FSM, so switching views or paging preserves what you picked. Clicking Clear (or running a bulk action) empties it.

Bulk actions¶

Every bulk action goes through the shared xtv_support.services.actions.ActionExecutor, so:

One ActionExecuted event per ticket per action (audit-log friendly)
BulkActionStarted / BulkActionCompleted wrap the run
Failures don't abort the batch — you get a count back (Bulk close: 4 ok, 1 failed)

`/note <text>`¶

Inside a ticket topic thread, appends an internal note to the ticket's internal_notes field. Notes:

Are never forwarded to the customer
Live in a separate field from the public history so no future "history forwarder" can leak them
Fire the same ActionExecuted(action="add_internal_note") event as the API + bulk path
Show up on the ticket header re-render as a collapsible section

Example:

/note customer escalated via email as well; see thread

Returns:

📝 Internal note added (3 total — hidden from the customer).

Customer history card¶

When a new topic is created for a user with a history (FEATURE_CUSTOMER_HISTORY_PIN=true, default on), a short card gets pinned at the top of the thread:

👤 Customer history — Ada
ID 42

💎 VIP

7 tickets total (6 closed) · ⭐ 4.8 CSAT avg · ⏱ 12m first response

Last tickets
• [closed] Refund issue
• [open] Password reset

The renderer is pure — you can reuse it from the API or plugins via xtv_support.ui.templates.agent_inbox.render_customer_history.

Plan 4.5 also sketches a button-driven macro picker with preview + edit-before-send. The repo helper services/macros/service.list_for_agent is in place; the inline-menu wiring lands in a follow-up commit.

Audit story¶

Because the cockpit uses ActionExecutor with origin="bulk" (for /inbox) or origin="bot" (for /note), every write is attributable. Run:

/rules                        # ... or audit-log queries

and you see exactly who did what and from which surface.

Known gaps (scheduled)¶

Custom user-defined saved views (by_tag, by_team, etc.)
"Next unread ticket" queue walker
Quick-reply menu in topics
Typing indicators / read receipts forwarded