# For God so loved the world, that he gave his only begotten Son, that whosoever believeth in him should not perish, but have everlasting life. — John 3:16 (KJV)

# Feedback & Database Audit Pipeline Guide

**Version:** 1.0

> *"Listen to advice and accept instruction, that you may gain wisdom."* — Proverbs 19:20

This guide covers the **AI-monitored community feedback systems** and **database audit pipeline** that every FaithStack project must implement.

---

## Table of Contents

1. [Page-Level Feedback Balloon](#1-page-level-feedback-balloon)
2. [Support Ticket System](#2-support-ticket-system)
3. [Feature Voting Board](#3-feature-voting-board)
4. [Community Help Board](#4-community-help-board)
5. [AI Monitoring Worker](#5-ai-monitoring-worker)
6. [Database Audit Pipeline](#6-database-audit-pipeline)
7. [Database-Driven Testimonials](#7-database-driven-testimonials)
8. [Customer Satisfaction Surveys](#8-customer-satisfaction-surveys)
9. [Internal Knowledge Base](#9-internal-knowledge-base-for-support-agents)
10. [Implementation Checklist](#10-implementation-checklist)
11. [AI Agent Prompt](#11-ai-agent-prompt)

---

## 1. Page-Level Feedback Balloon

Every page should have a floating feedback button that captures user feedback in real-time.

### What It Captures

- Current page URL and scroll position
- User ID (if logged in) or session ID
- Feedback type: `bug` | `suggestion` | `praise` | `confused`
- Free-text message
- Screenshot (optional, via html2canvas)

### Database Schema

```sql
CREATE TABLE page_feedback_chirho (
  id_chirho TEXT PRIMARY KEY,
  page_url_chirho TEXT NOT NULL,
  feedback_type_chirho TEXT NOT NULL, -- bug | suggestion | praise | confused
  message_chirho TEXT NOT NULL,
  user_id_chirho TEXT,
  session_id_chirho TEXT,
  metadata_chirho TEXT, -- JSON: scroll position, viewport, etc.
  screenshot_url_chirho TEXT,
  ai_sentiment_chirho TEXT, -- positive | neutral | negative | urgent
  ai_category_chirho TEXT, -- AI-assigned category
  ai_response_chirho TEXT, -- AI auto-response if applicable
  escalated_to_chirho TEXT, -- ticket ID if escalated
  status_chirho TEXT DEFAULT 'new', -- new | reviewed | escalated | resolved
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### KV Storage Pattern (Fast Writes)

```typescript
// Write to KV immediately for speed
await env.FEEDBACK_KV.put(`feedback:${id}`, JSON.stringify(feedbackChirho));

// Batch sync to D1 via scheduled worker (every 5 min)
// This prevents D1 rate limits on high-traffic pages
```

### AI Monitoring Rules

1. **Immediate escalation** if feedback contains: "broken", "can't", "error", "bug", "crash"
2. **Auto-respond** to praise with thank you message
3. **Categorize** all feedback for reporting
4. **Alert human** if >5 negative feedback on same page in 1 hour

---

## 2. Support Ticket System

Structured support with SLA tracking.

### Database Schema

```sql
CREATE TABLE support_tickets_chirho (
  id_chirho TEXT PRIMARY KEY,
  title_chirho TEXT NOT NULL,
  description_chirho TEXT NOT NULL,
  category_chirho TEXT NOT NULL, -- billing | technical | feature | other
  priority_chirho TEXT DEFAULT 'medium', -- low | medium | high | urgent
  status_chirho TEXT DEFAULT 'open', -- open | in_progress | waiting | resolved | closed
  user_id_chirho TEXT NOT NULL,
  user_email_chirho TEXT NOT NULL,
  assigned_to_chirho TEXT, -- 'ai' | user_id | null

  -- SLA tracking
  sla_response_due_chirho TEXT,
  sla_resolution_due_chirho TEXT,
  first_response_at_chirho TEXT,
  resolved_at_chirho TEXT,

  -- AI handling
  ai_can_handle_chirho INTEGER DEFAULT 1,
  ai_confidence_chirho REAL, -- 0.0-1.0
  ai_suggested_response_chirho TEXT,

  -- Source tracking
  source_chirho TEXT, -- web | email | feedback_escalation | api
  source_id_chirho TEXT,

  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP,
  updated_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);

CREATE TABLE ticket_messages_chirho (
  id_chirho TEXT PRIMARY KEY,
  ticket_id_chirho TEXT NOT NULL REFERENCES support_tickets_chirho(id_chirho),
  sender_type_chirho TEXT NOT NULL, -- user | ai | human_agent
  sender_id_chirho TEXT,
  message_chirho TEXT NOT NULL,
  is_internal_chirho INTEGER DEFAULT 0,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### SLA Definitions

| Priority | First Response | Resolution |
|----------|---------------|------------|
| Urgent   | 1 hour        | 4 hours    |
| High     | 4 hours       | 24 hours   |
| Medium   | 24 hours      | 72 hours   |
| Low      | 48 hours      | 1 week     |

### AI Monitoring Rules

1. **Auto-respond** to common questions (FAQ matching)
2. **Escalate to human** if AI confidence < 0.7
3. **Alert human** when SLA is at 75% of deadline
4. **Auto-close** tickets with no response after 7 days
5. **ALWAYS escalate** billing/payment issues to human

---

## 3. Feature Voting Board

User-driven roadmap prioritization.

### Database Schema

```sql
CREATE TABLE feature_requests_chirho (
  id_chirho TEXT PRIMARY KEY,
  title_chirho TEXT NOT NULL,
  description_chirho TEXT NOT NULL,
  category_chirho TEXT, -- ui | api | integration | performance | other
  status_chirho TEXT DEFAULT 'open', -- open | planned | in_progress | shipped | declined
  vote_count_chirho INTEGER DEFAULT 0,
  comment_count_chirho INTEGER DEFAULT 0,
  submitted_by_chirho TEXT,
  merged_into_chirho TEXT,
  shipped_in_version_chirho TEXT,
  ai_complexity_chirho TEXT, -- trivial | small | medium | large | epic
  ai_category_chirho TEXT,
  ai_similar_features_chirho TEXT,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP,
  updated_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);

CREATE TABLE feature_votes_chirho (
  id_chirho TEXT PRIMARY KEY,
  feature_id_chirho TEXT NOT NULL REFERENCES feature_requests_chirho(id_chirho),
  user_id_chirho TEXT NOT NULL,
  vote_type_chirho INTEGER DEFAULT 1,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP,
  UNIQUE(feature_id_chirho, user_id_chirho)
);

CREATE TABLE feature_comments_chirho (
  id_chirho TEXT PRIMARY KEY,
  feature_id_chirho TEXT NOT NULL REFERENCES feature_requests_chirho(id_chirho),
  user_id_chirho TEXT NOT NULL,
  comment_chirho TEXT NOT NULL,
  is_team_response_chirho INTEGER DEFAULT 0,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### Vote Threshold Actions

| Votes | Action |
|-------|--------|
| 5     | Add to weekly report |
| 10    | Alert human for prioritization |
| 25    | Flag as high-demand feature |
| 50    | Escalate as critical community need |

---

## 4. Community Help Board

Peer-to-peer Q&A with gamification.

### Database Schema

```sql
CREATE TABLE community_questions_chirho (
  id_chirho TEXT PRIMARY KEY,
  title_chirho TEXT NOT NULL,
  body_chirho TEXT NOT NULL,
  tags_chirho TEXT, -- JSON array
  user_id_chirho TEXT NOT NULL,
  status_chirho TEXT DEFAULT 'open', -- open | answered | closed
  accepted_answer_id_chirho TEXT,
  view_count_chirho INTEGER DEFAULT 0,
  vote_count_chirho INTEGER DEFAULT 0,
  answer_count_chirho INTEGER DEFAULT 0,
  ai_answer_chirho TEXT,
  ai_answer_helpful_chirho INTEGER,
  escalated_to_ticket_chirho TEXT,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP,
  updated_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);

CREATE TABLE community_answers_chirho (
  id_chirho TEXT PRIMARY KEY,
  question_id_chirho TEXT NOT NULL REFERENCES community_questions_chirho(id_chirho),
  user_id_chirho TEXT NOT NULL,
  body_chirho TEXT NOT NULL,
  vote_count_chirho INTEGER DEFAULT 0,
  is_accepted_chirho INTEGER DEFAULT 0,
  is_ai_generated_chirho INTEGER DEFAULT 0,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);

CREATE TABLE community_votes_chirho (
  id_chirho TEXT PRIMARY KEY,
  target_type_chirho TEXT NOT NULL, -- question | answer
  target_id_chirho TEXT NOT NULL,
  user_id_chirho TEXT NOT NULL,
  vote_type_chirho INTEGER NOT NULL, -- 1 = up, -1 = down
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP,
  UNIQUE(target_type_chirho, target_id_chirho, user_id_chirho)
);
```

### AI Monitoring Rules

1. **Auto-answer** after 30 minutes if no human response
2. **Escalate to ticket** if unanswered after 24 hours
3. **Detect** questions that should be tickets (account-specific issues)
4. **Suggest** related questions/answers
5. **Flag** potentially inappropriate content

---

## 5. AI Monitoring Worker

Scheduled worker that runs every 5 minutes.

```typescript
export default {
  async scheduled(event: ScheduledEvent, env: Env) {
    // 1. Process feedback queue (KV -> D1)
    await processFeedbackQueueChirho(env);

    // 2. Check SLA violations
    await checkSlaViolationsChirho(env);

    // 3. Auto-respond to unanswered questions
    await autoRespondQuestionsChirho(env);

    // 4. Check feature vote thresholds
    await checkFeatureThresholdsChirho(env);

    // 5. Generate daily digest (if 8am)
    if (new Date().getHours() === 8) {
      await generateDailyDigestChirho(env);
    }
  }
};

async function checkSlaViolationsChirho(env: Env) {
  const ticketsChirho = await env.DB.prepare(`
    SELECT * FROM support_tickets_chirho
    WHERE status_chirho IN ('open', 'in_progress')
    AND (
      (first_response_at_chirho IS NULL
       AND datetime(sla_response_due_chirho) < datetime('now', '+1 hour'))
      OR
      (resolved_at_chirho IS NULL
       AND datetime(sla_resolution_due_chirho) < datetime('now', '+2 hours'))
    )
  `).all();

  for (const ticket of ticketsChirho.results) {
    await sendAlertChirho(env, {
      type: 'sla_warning',
      ticket_id: ticket.id_chirho,
      message: `SLA at risk for ticket: ${ticket.title_chirho}`
    });
  }
}
```

### Escalation Rules (YAML Config)

```yaml
escalation_rules_chirho:
  feedback_to_ticket:
    triggers:
      - sentiment: negative
        keywords: [bug, broken, error, crash, can't, won't]
      - feedback_count: 3  # Same page, same issue, within 1 hour
    action: create_ticket
    priority: high

  ticket_to_human:
    triggers:
      - ai_confidence: < 0.7
      - category: billing
      - priority: urgent
      - sla_warning: true
      - user_vip: true
    action: assign_human
    notify: [email, slack]

  question_to_ticket:
    triggers:
      - unanswered_hours: 24
      - contains_account_specific: true
    action: create_ticket
    priority: medium

  feature_to_planning:
    triggers:
      - vote_count: >= 10
      - submitted_by_vip: true
    action: notify_human
    notify: [email]
```

---

## 6. Database Audit Pipeline

**Every database mutation is logged to a PRIVATE R2 bucket.**

### Setup

1. Create R2 bucket:
```bash
wrangler r2 bucket create your-project-audit-logs-chirho
```

2. Add to wrangler.toml:
```toml
[[r2_buckets]]
binding = "AUDIT_LOGS_R2"
bucket_name = "your-project-audit-logs-chirho"
```

### Audit Entry Structure

```typescript
interface AuditEntryChirho {
  id: string;
  timestamp: string;
  project: string;

  // Operation details
  operation: 'INSERT' | 'UPDATE' | 'DELETE' | 'BATCH';
  table: string;
  primaryKey?: string | Record<string, unknown>;

  // Data changes
  oldValues?: Record<string, unknown>;
  newValues?: Record<string, unknown>;
  affectedRows?: number;

  // User context
  context: {
    userId?: string;
    sessionId?: string;
    userEmail?: string;
    requestId?: string;
    ipAddress?: string;
    userAgent?: string;
    cfRay?: string;
    country?: string;
    path?: string;
    method?: string;
  };

  // Query info
  queryHash?: string;
  executionTimeMs?: number;
}
```

### R2 Storage Path

```
/{project}/{year}/{month}/{day}/{hour}/{batch-id}.json
```

Example: `/manna-chirho/2025/12/28/14/abc123.json`

### Audited D1 Wrapper Usage

```typescript
import { createAuditedDbChirho } from './db-audit-pipeline-chirho';

export default {
  async fetch(request: Request, env: Env): Promise<Response> {
    // Get user from session
    const userChirho = await getUserFromSession(request, env);

    // Create audited database wrapper
    const dbChirho = createAuditedDbChirho(env, request, 'my-project-chirho', {
      userId: userChirho?.id,
      sessionId: userChirho?.sessionId,
      userEmail: userChirho?.email
    });

    // All mutations are automatically logged!
    await dbChirho.insertChirho('users_chirho', {
      id_chirho: crypto.randomUUID(),
      email_chirho: 'new@user.com',
      name_chirho: 'New User'
    });

    await dbChirho.updateChirho(
      'users_chirho',
      { name_chirho: 'Updated Name' },
      'id_chirho = ?',
      ['user-123']
    );

    await dbChirho.deleteChirho(
      'sessions_chirho',
      'expires_at_chirho < ?',
      [Date.now()]
    );

    // IMPORTANT: Flush at end of request
    await dbChirho.flushAuditChirho();

    return new Response('OK');
  }
};
```

### Sensitive Data Handling

The audit pipeline automatically redacts sensitive fields:

```typescript
const sensitiveFieldsChirho = [
  'password', 'password_hash', 'token', 'api_key', 'secret',
  'credit_card', 'ssn', 'social_security', 'private_key',
  'session_token', 'refresh_token', 'access_token'
];
// These are replaced with '[REDACTED]'
```

### Batching for Efficiency

- Entries are batched (default: 50 entries or 5 seconds)
- Single R2 write per batch reduces costs
- Flush is called at end of each request

---

## 7. Database-Driven Testimonials

**NEVER hardcode testimonials.** All must come from the database with proper consent tracking.

### Schema

```sql
CREATE TABLE testimonials_chirho (
  id_chirho TEXT PRIMARY KEY,
  author_name_chirho TEXT NOT NULL,
  author_title_chirho TEXT,
  author_company_chirho TEXT,
  author_image_url_chirho TEXT,
  quote_chirho TEXT NOT NULL,
  rating_chirho INTEGER,

  -- Verification (GDPR compliance)
  verified_chirho INTEGER DEFAULT 0,
  verification_method_chirho TEXT, -- email | linkedin | manual
  consent_given_chirho INTEGER DEFAULT 0,
  consent_date_chirho TEXT,

  -- Display
  featured_chirho INTEGER DEFAULT 0,
  display_order_chirho INTEGER DEFAULT 0,
  active_chirho INTEGER DEFAULT 1,

  -- Source
  source_chirho TEXT, -- review_site | direct | interview
  source_url_chirho TEXT,

  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### Pre-Launch Placeholder

Until real testimonials are collected:

```html
<section class="testimonials-chirho">
  <h2>What Users Are Saying</h2>
  <div class="building-in-public-chirho">
    <p>We're just getting started!</p>
    <p>Be among our first users and share your experience.</p>
    <a href="/feedback-chirho">Share Your Feedback</a>
  </div>
</section>
```

---

## 8. Customer Satisfaction Surveys

Measure and improve customer satisfaction with structured surveys at key moments.

### Survey Types

| Type | Trigger | Question | Scale |
|------|---------|----------|-------|
| **CSAT** | After support ticket resolved | "How satisfied were you?" | 1-5 stars |
| **NPS** | Monthly/quarterly email | "How likely to recommend?" | 0-10 |
| **CES** | After key action | "How easy was it?" | 1-7 |
| **Exit Survey** | Account cancellation | "Why are you leaving?" | Multiple choice |

### Database Schema

```sql
CREATE TABLE satisfaction_surveys_chirho (
  id_chirho TEXT PRIMARY KEY,
  survey_type_chirho TEXT NOT NULL, -- csat | nps | ces | exit | custom
  user_id_chirho TEXT,
  user_email_chirho TEXT,
  score_chirho INTEGER,
  score_max_chirho INTEGER,
  trigger_type_chirho TEXT, -- ticket_resolved | purchase | monthly | cancellation
  trigger_id_chirho TEXT,
  feedback_text_chirho TEXT,
  selected_reasons_chirho TEXT, -- JSON array for exit surveys
  ai_sentiment_chirho TEXT, -- positive | neutral | negative
  ai_categories_chirho TEXT, -- JSON array of detected topics
  ai_action_items_chirho TEXT, -- JSON array of suggested actions
  ai_added_to_kb_chirho INTEGER DEFAULT 0,
  follow_up_sent_chirho INTEGER DEFAULT 0,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### NPS Categories

| Score | Category | Action |
|-------|----------|--------|
| 9-10 | Promoters | Request testimonial, referral program |
| 7-8 | Passives | Ask what would make it a 10 |
| 0-6 | Detractors | Immediate follow-up, escalate to human |

### AI Analysis

AI automatically:
1. Analyzes sentiment of feedback
2. Categorizes by topic (billing, features, support, UX)
3. Extracts actionable items
4. Adds valuable insights to knowledge base
5. Triggers follow-up for detractors

---

## 9. Internal Knowledge Base for Support Agents

AI-powered knowledge base built from customer interactions.

### How It Works

```
Customer Interaction → AI Extracts Insight → Knowledge Base
         ↓                                        ↓
    (ticket, survey,                    Support Agent queries KB
     feedback, Q&A)                            ↓
                                        Better responses
                                              ↓
                                    Customer rates helpful?
                                         ↙        ↘
                                       Yes         No
                                        ↓           ↓
                                  KB improved   Human reviews
```

### Database Schema

```sql
CREATE TABLE knowledge_base_chirho (
  id_chirho TEXT PRIMARY KEY,
  title_chirho TEXT NOT NULL,
  content_chirho TEXT NOT NULL,
  summary_chirho TEXT,
  category_chirho TEXT NOT NULL, -- billing | technical | feature | policy | how-to
  tags_chirho TEXT, -- JSON array
  source_type_chirho TEXT, -- ticket | survey | feedback | question | manual
  source_id_chirho TEXT,
  ai_generated_chirho INTEGER DEFAULT 0,
  ai_confidence_chirho REAL,
  view_count_chirho INTEGER DEFAULT 0,
  helpful_count_chirho INTEGER DEFAULT 0,
  not_helpful_count_chirho INTEGER DEFAULT 0,
  used_in_responses_chirho INTEGER DEFAULT 0,
  status_chirho TEXT DEFAULT 'draft', -- draft | published | archived
  approved_by_chirho TEXT,
  last_verified_chirho TEXT,
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);

CREATE TABLE kb_search_logs_chirho (
  id_chirho TEXT PRIMARY KEY,
  query_chirho TEXT NOT NULL,
  results_count_chirho INTEGER,
  clicked_article_id_chirho TEXT,
  was_helpful_chirho INTEGER,
  searcher_type_chirho TEXT, -- agent | ai | user
  created_at_chirho TEXT DEFAULT CURRENT_TIMESTAMP
);
```

### Auto-Population Rules

AI creates KB articles from:
1. **Resolved tickets** with high CSAT (>= 4 stars) and fast resolution (<1 hour)
2. **Survey feedback** with actionable insights
3. **Community Q&A** answers marked as helpful
4. **Common questions** asked multiple times

### Quality Metrics

| Metric | Description | Target |
|--------|-------------|--------|
| Coverage | % tickets answered using KB | > 60% |
| Accuracy | % KB answers rated helpful | > 80% |
| Freshness | % articles verified in 90 days | > 90% |
| Gap Rate | % searches with no results | < 10% |

### Admin Routes

| Route | Purpose |
|-------|---------|
| `/admin-chirho/kb-chirho` | Browse all articles |
| `/admin-chirho/kb-chirho/drafts-chirho` | Review AI-generated drafts |
| `/admin-chirho/kb-chirho/gaps-chirho` | Questions without KB matches |
| `/admin-chirho/kb-chirho/analytics-chirho` | Search patterns, popular articles |

---

## 10. Implementation Checklist

Copy this into your project's AGENTS.md:

```markdown
## Feedback & Audit Systems Checklist

### Feedback Balloon
- [ ] FeedbackBalloonChirho.svelte component
- [ ] /api-chirho/feedback-chirho endpoint
- [ ] page_feedback_chirho table in D1
- [ ] FEEDBACK_KV namespace created
- [ ] AI sentiment analysis integrated

### Support Tickets
- [ ] /support-chirho routes
- [ ] support_tickets_chirho table
- [ ] ticket_messages_chirho table
- [ ] SLA monitoring in worker
- [ ] Email notifications

### Feature Voting
- [ ] /features-chirho routes
- [ ] feature_requests_chirho table
- [ ] feature_votes_chirho table
- [ ] feature_comments_chirho table
- [ ] Vote threshold alerts

### Community Help
- [ ] /community-chirho routes
- [ ] community_questions_chirho table
- [ ] community_answers_chirho table
- [ ] community_votes_chirho table
- [ ] AI auto-answer after 30 min

### Database Audit Pipeline
- [ ] R2 bucket created (private)
- [ ] AUDIT_LOGS_R2 binding in wrangler.toml
- [ ] AuditedD1Chirho wrapper in use
- [ ] All mutations logged
- [ ] Sensitive fields redacted

### AI Monitoring Worker
- [ ] Scheduled worker (every 5 min)
- [ ] KV -> D1 sync
- [ ] SLA violation checks
- [ ] Escalation rules
- [ ] Daily digest at 8am

### Testimonials
- [ ] testimonials_chirho table
- [ ] No hardcoded testimonials
- [ ] Consent tracking
- [ ] Admin approval workflow

### Customer Satisfaction Surveys
- [ ] satisfaction_surveys_chirho table
- [ ] CSAT survey after ticket resolution (24h delay)
- [ ] NPS survey monthly/quarterly
- [ ] Exit survey on cancellation
- [ ] AI sentiment analysis of responses
- [ ] Detractor follow-up workflow

### Internal Knowledge Base
- [ ] knowledge_base_chirho table
- [ ] kb_search_logs_chirho table
- [ ] Auto-population from resolved tickets
- [ ] AI uses KB to craft responses
- [ ] Helpful/not-helpful feedback loop
- [ ] /admin-chirho/kb-chirho routes
```

---

## 11. AI Agent Prompt

Add this to your project's AGENTS.md to enable AI monitoring.

**IMPORTANT:** This is a **reference implementation**. If the project already has better patterns for any of these systems, use those instead. If unclear, ask the human which approach to use. The goal is consistency and quality, not rigid conformity.

---

## AI Community Monitoring Instructions

As the AI agent for this project, you are responsible for implementing and monitoring community feedback systems. **Use this guide as a reference** — if the project has existing patterns that work better, prefer those. When in doubt, ask clarifying questions before implementing.

### Before Implementing

1. **Check existing implementations** — Does this project already have feedback, tickets, or community systems? If so, enhance rather than replace.
2. **Ask if unclear** — If multiple valid approaches exist, ask the human which to use.
3. **Adapt to project patterns** — Match the project's existing code style, naming conventions, and architecture.
4. **Document deviations** — If you use a different approach, document why in the code or AGENTS.md.

### Your Responsibilities:

### 1. Feedback Monitoring
- Review all incoming feedback from the feedback balloon
- Analyze sentiment (positive/neutral/negative/urgent)
- Auto-respond to praise with gratitude
- Escalate bugs and negative feedback to support tickets
- Alert human if >5 negative feedback on same page in 1 hour

### 2. Support Ticket Handling
- Auto-respond to common questions (match against FAQ)
- If confidence < 0.7, escalate to human immediately
- ALWAYS escalate billing/payment issues to human
- Monitor SLA deadlines, alert at 75% of deadline
- Categorize all tickets for reporting

### 3. Feature Request Management
- Detect and merge duplicate feature requests
- Estimate complexity (trivial/small/medium/large/epic)
- Alert human when feature reaches 10+ votes
- Auto-notify voters when features ship

### 4. Community Q&A Moderation
- Provide AI answer if no human response in 30 minutes
- Escalate to ticket if unanswered after 24 hours
- Flag inappropriate content for human review
- Suggest related questions to reduce duplicates

### 5. Escalation Protocol

When escalating to human, include:
1. Full original context
2. AI analysis and confidence score
3. Appropriate priority tag
4. Recommended action

### 6. Daily Digest (8am)

Generate digest including:
- New feedback count and sentiment breakdown
- Open tickets and SLA status
- Top voted feature requests
- Unanswered community questions
- Urgent items requiring attention

### 7. Customer Satisfaction Surveys

- Trigger CSAT survey 24 hours after ticket resolution
- Analyze NPS responses: Promoters (9-10), Passives (7-8), Detractors (0-6)
- Immediately escalate detractor feedback to human
- Request testimonials from promoters
- Extract actionable insights and add to knowledge base

### 8. Knowledge Base Management

- Query KB before responding to tickets
- Create KB articles from successfully resolved tickets (high CSAT, fast resolution)
- Learn from survey feedback with actionable insights
- Track which articles are used in responses
- Flag articles that get "not helpful" ratings for review
- Identify KB gaps (searches with no results)

---

## Required Routes

```
/api-chirho/feedback-chirho       # POST: Submit feedback
/support-chirho                   # Support ticket portal
/support-chirho/[id]              # Individual ticket
/features-chirho                  # Feature voting board
/features-chirho/[id]             # Individual feature
/community-chirho                 # Community Q&A
/community-chirho/[id]            # Individual question
/admin-chirho/feedback            # Admin: Review feedback
/admin-chirho/tickets             # Admin: Manage tickets
/admin-chirho/features            # Admin: Manage features
/admin-chirho/community           # Admin: Moderate Q&A
/admin-chirho/testimonials        # Admin: Approve testimonials
/admin-chirho/audit               # Admin: View audit logs
/admin-chirho/surveys             # Admin: View survey results
/admin-chirho/kb-chirho           # Admin: Knowledge base articles
/admin-chirho/kb-chirho/drafts    # Admin: Review AI-generated drafts
/admin-chirho/kb-chirho/gaps      # Admin: Questions without KB matches
```

---

## Reference Implementation

Full TypeScript implementation available at:
`orchestrator-chirho/spec_chirho/templates_chirho/db-audit-pipeline-chirho.ts`

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> *"And whatever you do, in word or deed, do everything in the name of the Lord Jesus, giving thanks to God the Father through him."* — Colossians 3:17

**JESUS CHRIST IS LORD**