Help Desk multi-channel intake (1.16.0) — Production Readiness Audit
| Field | Value |
|---|---|
| Date | 2026-10-08 |
| Re-verified | 2026-10-08 — Pest escalate + audit remediations; headed Playwright Help Desk 3/3 + WhatsApp Cloud 9/9 |
| Status | Go for production |
| Scope | WhatsApp escalate → Help Desk ticket (source=whatsapp); source badges for portal / live-chat / whatsapp / email; list ?source= filter |
| Companion | Help Desk deployment · WhatsApp Cloud 1.5.0 · CHANGELOG |
Executive summary
Help Desk already accepted manual, email (IMAP), portal, and Live Chat escalate. 1.16.0 adds WhatsApp Cloud as a peer intake channel: agents escalate a conversation to a ticket (transcript snapshot, soft FK whatsapp_conversations.help_desk_ticket_id, source=whatsapp). SPA badges surface all non-manual sources. Social DMs (Instagram/Messenger/etc.), auto-ticket on inbound, and bidirectional message sync remain deferred.
| Gate | Result |
|---|---|
| Platform freeze | Pass |
| Soft-gate Help Desk when escalating from WhatsApp | Pass (422 when not entitled) |
| One-shot escalate + ticket link | Pass (Pest; lockForUpdate transaction) |
| Escalate overrides tenant-scoped | Pass (category exists + EligibleHelpDeskAssignee) |
| Catalog migrate-only 1.16.0 / WhatsApp 1.5.0 | Pass |
| Source badges (email/portal/live-chat/whatsapp) | Pass |
| Headed Playwright Help Desk | Pass (3/3 workflow + complaint) |
| Headed Playwright WhatsApp Cloud | Pass (9/9, Escalate + ticket link) |
| Bidirectional sync / social networks | Deferred (accepted) |
Upgrade & staging smoke
php artisan migrate --force— FK + catalog bumps (do notdb:seed).- Entitle Help Desk + WhatsApp Cloud; open inbox → Escalate → ticket number link.
- Help Desk list/view shows WhatsApp source badge; optional
?source=whatsapp.
Rollback
Catalog down → help-desk 1.15.0 / whatsapp-cloud 1.4.0 with matching code. Drop FK column if rolling back schema.