AI-powered support chat widget plus a ticket system with escalation and real-time updates.

core-support

Primitive Paid

core-support combines an AI-powered support chat widget with a full ticket system. Most conversations resolve via AI in the chat widget; when the AI cannot help, the session escalates to a support ticket.

⚠️ Warning

This is a paid module. Adding it requires a valid Indigo license.

What it does

AI chat widget — visitors chat with an AI assistant; the AI escalates when it cannot confidently answer.
Ticket system — org-scoped tickets with status transitions, priority, assignment, and satisfaction feedback.
Escalation — authenticated users get a ticket with the chat transcript; anonymous users provide an email for follow-up.
Real-time updates via WebSocket channels (support:<ticketId>, supportChat:<sessionId>).
Cleanup job for stale chat sessions.

Installation

bun run indigo add core-support

After installing, generate and apply the schema:

bun run db:generate
bun run db:migrate

Configuration

Dependencies are wired through setSupportDeps() in config/deps/support-deps.ts: createTicketFromChat, resolveOrgId, sendNotification / sendOrgNotification, broadcastEvent, lookupUsers, and callAI.

The AI uses an OpenAI-compatible API. It is optional — without an API key the widget still works and simply creates tickets immediately.

Environment variables

Variable	Purpose
`AI_API_KEY`	API key for the chat AI — without it, AI responses are disabled
`AI_API_URL`	OpenAI-compatible endpoint (defaults to OpenAI)
`AI_MODEL`	Model to use (defaults to `gpt-4o-mini`)

Chat config

Override widget defaults with setSupportConfig() (typically in support-deps.ts). It merges with defaults — only provide the fields you want to change:

import { setSupportConfig } from '@/core-support/config';

setSupportConfig({
  welcomeMessage: 'Hi! How can we help?',
  systemPrompt: 'You are a support assistant for Acme...',
  maxMessagesBeforeEscalation: 20,
});

When the AI begins a reply with [ESCALATE], or when the message count reaches maxMessagesBeforeEscalation, the session escalates.

Schema

Table	Notable columns
`saas_tickets`	`organizationId`, `userId`, `subject`, `status` (`open`/`awaiting_user`/`awaiting_admin`/`resolved`/`closed`), `priority`, `assignedTo`, `source` (`form`/`chat`), `chatSessionId`, `satisfaction`, `closedAt`, `resolvedAt`
`saas_ticket_messages`	`ticketId`, `userId`, `isStaff`, `body`, `attachments`
`saas_support_chat_sessions`	`visitorId`, `userId`, `email`, `status` (`ai_active`/`agent_active`/`escalated`/`closed`), `ticketId`, `subject`
`saas_support_chat_messages`	`sessionId`, `role` (`user`/`ai`/`agent`), `body`, `metadata`

API

supportRouter (mounted as support):

Endpoint	Access	Purpose
`support.list`	protected	List the user's tickets in the active org
`support.get`	protected	Get a ticket and its messages (owner or staff)
`support.create`	protected	Create a new ticket
`support.reply`	protected	Reply to a ticket as the customer
`support.provideFeedback`	protected	Submit satisfaction feedback on a closed ticket
`support.close`	protected	Close your own ticket
`support.adminList`	admin (`settings`)	List all tickets with filters
`support.adminGet`	admin (`settings`)	Get any ticket and its messages
`support.adminReply`	admin (`settings`)	Staff reply on a ticket
`support.assign`	admin (`settings`)	Assign a ticket to a staff user
`support.changeStatus`	admin (`settings`)	Manually transition a ticket's status
`support.getStats`	admin (`settings`)	Ticket counts by status

supportChatRouter (mounted as supportChat):

Endpoint	Access	Purpose
`supportChat.startSession`	public	Start or resume a chat session
`supportChat.sendMessage`	public	Send a message; AI replies asynchronously over WebSocket
`supportChat.getSession`	public	Get a session and its messages (visitor-scoped)
`supportChat.escalate`	public	Escalate to a ticket (or capture email for anonymous visitors)
`supportChat.setEmail`	public	Store an email on a session
`supportChat.close`	public	Close a chat session
`supportChat.adminList`	admin (`settings`)	List active chat sessions
`supportChat.adminGet`	admin (`settings`)	Get a chat session and all messages
`supportChat.adminReply`	admin (`settings`)	Staff takes over a chat from the AI
`supportChat.adminClose`	admin (`settings`)	Close a chat session
`supportChat.getStats`	admin (`settings`)	Chat session counts by status

💡 Tip

The public chat endpoints are rate-limited to 20 messages per minute per IP, on top of the global rate limit.

Integration

The module registers a SupportChatWidgetWrapper layout widget — render it in your public layout to show the chat widget.
A nav item Support is registered under the settings group.
The startSupportChatCleanupWorker job cleans up stale chat sessions.
WebSocket channel authorization is registered automatically for support: and supportChat: channels.