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72b92d6c66dd974fe71b2f519970d69e81bde62f
libredesk/schema.sql

653 lines
27 KiB
PL/PgSQL
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CREATE EXTENSION IF NOT EXISTS pg_trgm;
DROP TYPE IF EXISTS "channels" CASCADE; CREATE TYPE "channels" AS ENUM ('email');
DROP TYPE IF EXISTS "message_type" CASCADE; CREATE TYPE "message_type" AS ENUM ('incoming','outgoing','activity');
DROP TYPE IF EXISTS "message_sender_type" CASCADE; CREATE TYPE "message_sender_type" AS ENUM ('agent','contact');
DROP TYPE IF EXISTS "message_status" CASCADE; CREATE TYPE "message_status" AS ENUM ('received','sent','failed','pending');
DROP TYPE IF EXISTS "content_type" CASCADE; CREATE TYPE "content_type" AS ENUM ('text','html');
DROP TYPE IF EXISTS "conversation_assignment_type" CASCADE; CREATE TYPE "conversation_assignment_type" AS ENUM ('Round robin','Manual');
DROP TYPE IF EXISTS "template_type" CASCADE; CREATE TYPE "template_type" AS ENUM ('email_outgoing', 'email_notification');
DROP TYPE IF EXISTS "user_type" CASCADE; CREATE TYPE "user_type" AS ENUM ('agent', 'contact');
DROP TYPE IF EXISTS "ai_provider" CASCADE; CREATE TYPE "ai_provider" AS ENUM ('openai');
DROP TYPE IF EXISTS "automation_execution_mode" CASCADE; CREATE TYPE "automation_execution_mode" AS ENUM ('all', 'first_match');
DROP TYPE IF EXISTS "macro_visibility" CASCADE; CREATE TYPE "macro_visibility" AS ENUM ('all', 'team', 'user');
DROP TYPE IF EXISTS "media_disposition" CASCADE; CREATE TYPE "media_disposition" AS ENUM ('inline', 'attachment');
DROP TYPE IF EXISTS "media_store" CASCADE; CREATE TYPE "media_store" AS ENUM ('s3', 'fs');
DROP TYPE IF EXISTS "user_availability_status" CASCADE; CREATE TYPE "user_availability_status" AS ENUM ('online', 'away', 'away_manual', 'offline');
DROP TYPE IF EXISTS "applied_sla_status" CASCADE; CREATE TYPE "applied_sla_status" AS ENUM ('pending', 'breached', 'met', 'partially_met');
DROP TYPE IF EXISTS "sla_metric" CASCADE; CREATE TYPE "sla_metric" AS ENUM ('first_response', 'resolution');
DROP TYPE IF EXISTS "sla_notification_type" CASCADE; CREATE TYPE "sla_notification_type" AS ENUM ('warning', 'breach');
-- Sequence to generate reference number for conversations.
DROP SEQUENCE IF EXISTS conversation_reference_number_sequence; CREATE SEQUENCE conversation_reference_number_sequence START 100;
-- Function to generate reference number for conversations with optional prefix.
CREATE OR REPLACE FUNCTION generate_reference_number(prefix TEXT)
RETURNS TEXT AS $$
BEGIN
RETURN prefix || nextval('conversation_reference_number_sequence');
END;
$$ LANGUAGE plpgsql;
DROP TABLE IF EXISTS sla_policies CASCADE;
CREATE TABLE sla_policies (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
name TEXT NOT NULL,
description TEXT NULL,
first_response_time TEXT NOT NULL,
resolution_time TEXT NOT NULL,
notifications JSONB DEFAULT '[]'::jsonb NOT NULL,
CONSTRAINT constraint_sla_policies_on_name CHECK (length(name) <= 140),
CONSTRAINT constraint_sla_policies_on_description CHECK (length(description) <= 300)
);
DROP TABLE IF EXISTS business_hours CASCADE;
CREATE TABLE business_hours (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
name TEXT NOT NULL,
description TEXT NULL,
is_always_open BOOL DEFAULT false NOT NULL,
hours JSONB NOT NULL,
holidays JSONB DEFAULT '{}'::jsonb NOT NULL,
CONSTRAINT constraint_business_hours_on_name CHECK (length(name) <= 140),
CONSTRAINT constraint_business_hours_on_description CHECK (length(description) <= 300)
);
DROP TABLE IF EXISTS inboxes CASCADE;
CREATE TABLE inboxes (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL,
deleted_at TIMESTAMPTZ NULL,
channel channels NOT NULL,
enabled bool DEFAULT TRUE NOT NULL,
csat_enabled bool DEFAULT false NOT NULL,
config jsonb DEFAULT '{}'::jsonb NOT NULL,
"from" TEXT NULL,
CONSTRAINT constraint_inboxes_on_name CHECK (length("name") <= 140)
);
DROP TABLE IF EXISTS teams CASCADE;
CREATE TABLE teams (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL,
emoji TEXT NULL,
conversation_assignment_type conversation_assignment_type NOT NULL,
max_auto_assigned_conversations INT DEFAULT 0 NOT NULL,
-- Set to NULL when business hours or SLA policy is deleted.
business_hours_id INT REFERENCES business_hours(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE NULL,
timezone TEXT NULL,
CONSTRAINT constraint_teams_on_emoji CHECK (length(emoji) <= 10),
CONSTRAINT constraint_teams_on_name CHECK (length("name") <= 140),
CONSTRAINT constraint_teams_on_timezone CHECK (length(timezone) <= 140),
CONSTRAINT constraint_teams_on_name_unique UNIQUE ("name")
);
DROP TABLE IF EXISTS roles CASCADE;
CREATE TABLE roles (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
permissions TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
"name" TEXT UNIQUE NOT NULL,
description TEXT NULL,
CONSTRAINT constraint_roles_on_name CHECK (length("name") <= 50),
CONSTRAINT constraint_roles_on_description CHECK (length(description) <= 300)
);
DROP TABLE IF EXISTS users CASCADE;
CREATE TABLE users (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
type user_type NOT NULL,
deleted_at TIMESTAMPTZ NULL,
enabled BOOL DEFAULT TRUE NOT NULL,
email TEXT NULL,
first_name TEXT NOT NULL,
last_name TEXT NULL,
phone_number TEXT NULL,
country TEXT NULL,
"password" VARCHAR(150) NULL,
avatar_url TEXT NULL,
custom_attributes JSONB DEFAULT '{}'::jsonb NOT NULL,
reset_password_token TEXT NULL,
reset_password_token_expiry TIMESTAMPTZ NULL,
availability_status user_availability_status DEFAULT 'offline' NOT NULL,
last_active_at TIMESTAMPTZ NULL,
CONSTRAINT constraint_users_on_country CHECK (LENGTH(country) <= 140),
CONSTRAINT constraint_users_on_phone_number CHECK (LENGTH(phone_number) <= 20),
CONSTRAINT constraint_users_on_email_length CHECK (LENGTH(email) <= 320),
CONSTRAINT constraint_users_on_first_name CHECK (LENGTH(first_name) <= 140),
CONSTRAINT constraint_users_on_last_name CHECK (LENGTH(last_name) <= 140)
);
CREATE UNIQUE INDEX index_unique_users_on_email_and_type_when_deleted_at_is_null ON users (email, type)
WHERE deleted_at IS NULL;
CREATE INDEX index_tgrm_users_on_email ON users USING GIN (email gin_trgm_ops);
DROP TABLE IF EXISTS user_roles CASCADE;
CREATE TABLE user_roles (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
-- Cascade deletes when user or role is deleted, as they are not useful without each other.
user_id INT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
role_id INT REFERENCES roles(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
CONSTRAINT constraint_user_roles_on_user_id_and_role_id_unique UNIQUE (user_id, role_id)
);
CREATE INDEX index_user_roles_on_user_id ON user_roles(user_id);
DROP TABLE IF EXISTS conversation_statuses CASCADE;
CREATE TABLE conversation_statuses (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL UNIQUE
);
DROP TABLE IF EXISTS conversation_priorities CASCADE;
CREATE TABLE conversation_priorities (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL UNIQUE
);
DROP TABLE IF EXISTS contact_channels CASCADE;
CREATE TABLE contact_channels (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
-- Cascade deletes when contact or inbox is deleted.
contact_id BIGINT NOT NULL REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
inbox_id INT NOT NULL REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE,
identifier TEXT NOT NULL,
CONSTRAINT constraint_contact_channels_on_identifier CHECK (length(identifier) <= 1000),
CONSTRAINT constraint_contact_channels_on_inbox_id_and_contact_id_unique UNIQUE (inbox_id, contact_id)
);
DROP TABLE IF EXISTS conversations CASCADE;
CREATE TABLE conversations (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
reference_number TEXT DEFAULT generate_reference_number('') NOT NULL UNIQUE,
-- Cascade deletes when contact is deleted.
contact_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
-- Set to NULL when assigned user or team is deleted.
assigned_user_id BIGINT REFERENCES users(id) ON DELETE SET NULL ON UPDATE CASCADE,
assigned_team_id INT REFERENCES teams(id) ON DELETE SET NULL ON UPDATE CASCADE,
-- Set to NULL when SLA policy is deleted.
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE,
-- Cascade deletes when inbox is deleted.
inbox_id INT REFERENCES inboxes(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
-- Restrict delete.
contact_channel_id INT REFERENCES contact_channels(id) ON DELETE RESTRICT ON UPDATE CASCADE NOT NULL,
status_id INT REFERENCES conversation_statuses(id) ON DELETE RESTRICT ON UPDATE CASCADE NOT NULL,
priority_id INT REFERENCES conversation_priorities(id) ON DELETE RESTRICT ON UPDATE CASCADE,
meta JSONB DEFAULT '{}'::jsonb NOT NULL,
custom_attributes JSONB DEFAULT '{}'::jsonb NOT NULL,
assignee_last_seen_at TIMESTAMPTZ DEFAULT NOW(),
first_reply_at TIMESTAMPTZ NULL,
closed_at TIMESTAMPTZ NULL,
resolved_at TIMESTAMPTZ NULL,
"subject" TEXT NULL,
waiting_since TIMESTAMPTZ NULL,
last_message_at TIMESTAMPTZ NULL,
last_message TEXT NULL,
last_message_sender message_sender_type NULL,
next_sla_deadline_at TIMESTAMPTZ NULL,
snoozed_until TIMESTAMPTZ NULL
);
CREATE INDEX index_conversations_on_assigned_user_id ON conversations (assigned_user_id);
CREATE INDEX index_conversations_on_assigned_team_id ON conversations (assigned_team_id);
CREATE INDEX index_conversations_on_snoozed_until ON conversations (snoozed_until);
CREATE INDEX index_conversations_on_contact_id ON conversations (contact_id);
CREATE INDEX index_conversations_on_inbox_id ON conversations (inbox_id);
CREATE INDEX index_conversations_on_status_id ON conversations (status_id);
CREATE INDEX index_conversations_on_priority_id ON conversations (priority_id);
CREATE INDEX index_conversations_on_created_at ON conversations (created_at);
CREATE INDEX index_conversations_on_last_message_at ON conversations (last_message_at);
CREATE INDEX index_conversations_on_next_sla_deadline_at ON conversations (next_sla_deadline_at);
CREATE INDEX index_conversations_on_waiting_since ON conversations (waiting_since);
DROP TABLE IF EXISTS conversation_messages CASCADE;
CREATE TABLE conversation_messages (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"uuid" UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
"type" message_type NOT NULL,
status message_status NOT NULL,
private BOOL DEFAULT FALSE NOT NULL,
conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
content_type content_type NULL,
"content" TEXT NULL,
text_content TEXT NULL,
source_id TEXT NULL,
sender_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
sender_type message_sender_type NOT NULL,
meta JSONB DEFAULT '{}'::JSONB NULL
);
CREATE INDEX index_trgm_conversation_messages_on_text_content ON conversation_messages USING GIN (text_content gin_trgm_ops);
CREATE INDEX index_conversation_messages_on_conversation_id ON conversation_messages (conversation_id);
CREATE INDEX index_conversation_messages_on_created_at ON conversation_messages (created_at);
CREATE INDEX index_conversation_messages_on_source_id ON conversation_messages (source_id);
CREATE INDEX index_conversation_messages_on_status ON conversation_messages (status);
DROP TABLE IF EXISTS automation_rules CASCADE;
CREATE TABLE automation_rules (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL,
description TEXT NULL,
"type" VARCHAR NOT NULL,
rules JSONB NULL,
events TEXT[] DEFAULT '{}'::TEXT[] NOT NULL,
enabled BOOL DEFAULT TRUE NOT NULL,
weight INT DEFAULT 0 NOT NULL,
execution_mode automation_execution_mode DEFAULT 'all' NOT NULL,
CONSTRAINT constraint_automation_rules_on_name CHECK (length("name") <= 140),
CONSTRAINT constraint_automation_rules_on_description CHECK (length(description) <= 300)
);
CREATE INDEX index_automation_rules_on_enabled_and_weight ON automation_rules(enabled, weight);
CREATE INDEX index_automation_rules_on_type_and_weight ON automation_rules(type, weight);
DROP TABLE IF EXISTS macros CASCADE;
CREATE TABLE macros (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
name TEXT NOT NULL,
actions JSONB DEFAULT '{}'::jsonb NOT NULL,
visibility macro_visibility NOT NULL,
message_content TEXT NOT NULL,
-- Cascade deletes when user is deleted.
user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE,
team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE,
usage_count INT DEFAULT 0 NOT NULL,
CONSTRAINT name_length CHECK (length(name) <= 140),
CONSTRAINT message_content_length CHECK (length(message_content) <= 5000)
);
DROP TABLE IF EXISTS conversation_participants CASCADE;
CREATE TABLE conversation_participants (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
-- Cascade deletes when user or conversation is deleted.
user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL
);
CREATE UNIQUE INDEX index_unique_conversation_participants_on_conversation_id_and_user_id ON conversation_participants (conversation_id, user_id);
DROP TABLE IF EXISTS media CASCADE;
CREATE TABLE media (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"uuid" uuid DEFAULT gen_random_uuid() NOT NULL UNIQUE,
store "media_store" NOT NULL,
filename TEXT NOT NULL,
content_type TEXT NOT NULL,
content_id TEXT NULL,
model_id INT NULL,
model_type TEXT NULL,
disposition media_disposition NULL,
"size" INT NULL,
meta jsonb DEFAULT '{}'::jsonb NOT NULL,
CONSTRAINT constraint_media_on_filename CHECK (length(filename) <= 1000),
CONSTRAINT constraint_media_on_content_id CHECK (length(content_id) <= 300)
);
CREATE INDEX index_media_on_model_type_and_model_id ON media(model_type, model_id);
CREATE INDEX index_media_on_content_id ON media(content_id);
DROP TABLE IF EXISTS oidc CASCADE;
CREATE TABLE oidc (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NULL,
provider_url TEXT NOT NULL,
client_id TEXT NOT NULL,
client_secret TEXT NOT NULL,
enabled bool DEFAULT TRUE NOT NULL,
provider VARCHAR NULL,
CONSTRAINT constraint_oidc_on_name CHECK (length("name") <= 140)
);
DROP TABLE IF EXISTS settings CASCADE;
CREATE TABLE settings (
updated_at TIMESTAMPTZ DEFAULT NOW(),
"key" TEXT NOT NULL UNIQUE,
value jsonb DEFAULT '{}'::jsonb NOT NULL,
CONSTRAINT settings_key_key UNIQUE ("key")
);
CREATE INDEX index_settings_on_key ON settings USING btree ("key");
DROP TABLE IF EXISTS tags CASCADE;
CREATE TABLE tags (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
"name" TEXT NOT NULL UNIQUE,
CONSTRAINT constraint_tags_on_name CHECK (length("name") <= 140)
);
DROP TABLE IF EXISTS team_members CASCADE;
CREATE TABLE team_members (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
-- Cascade deletes when team or user is deleted.
team_id BIGINT REFERENCES teams(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
user_id BIGINT REFERENCES users(id) ON DELETE CASCADE ON UPDATE CASCADE NOT NULL,
emoji TEXT NULL,
CONSTRAINT constraint_team_members_on_emoji CHECK (length(emoji) <= 1)
);
CREATE UNIQUE INDEX index_unique_team_members_on_team_id_and_user_id ON team_members (team_id, user_id);
DROP TABLE IF EXISTS templates CASCADE;
CREATE TABLE templates (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
type template_type NOT NULL,
body TEXT NOT NULL,
is_default bool DEFAULT false NOT NULL,
"name" TEXT NOT NULL,
subject TEXT NULL,
is_builtin bool DEFAULT false NOT NULL,
CONSTRAINT constraint_templates_on_name CHECK (length("name") <= 140),
CONSTRAINT constraint_templates_on_subject CHECK (length(subject) <= 1000)
);
CREATE UNIQUE INDEX index_unique_templates_on_is_default_when_is_default_is_true ON templates USING btree (is_default)
WHERE (is_default = true);
DROP TABLE IF EXISTS conversation_tags CASCADE;
CREATE TABLE conversation_tags (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
-- Cascade deletes when tag or conversation is deleted.
tag_id INT REFERENCES tags(id) ON DELETE CASCADE ON UPDATE CASCADE,
conversation_id BIGINT REFERENCES conversations(id) ON DELETE CASCADE ON UPDATE CASCADE
);
CREATE UNIQUE INDEX index_conversation_tags_on_conversation_id_and_tag_id ON conversation_tags (conversation_id, tag_id);
DROP TABLE IF EXISTS csat_responses CASCADE;
CREATE TABLE csat_responses (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
uuid UUID DEFAULT gen_random_uuid() NOT NULL UNIQUE,
-- Keep CSAT responses even if the conversation or agent is deleted.
conversation_id BIGINT REFERENCES conversations(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
rating INT DEFAULT 0 NOT NULL,
feedback TEXT NULL,
response_timestamp TIMESTAMPTZ NULL,
CONSTRAINT constraint_csat_responses_on_rating CHECK (rating >= 0 AND rating <= 5),
CONSTRAINT constraint_csat_responses_on_feedback CHECK (length(feedback) <= 1000)
);
CREATE INDEX index_csat_responses_on_uuid ON csat_responses(uuid);
DROP TABLE IF EXISTS views CASCADE;
CREATE TABLE views (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
updated_at TIMESTAMPTZ NOT NULL DEFAULT NOW(),
name TEXT NOT NULL,
filters JSONB NOT NULL,
-- Delete user views when user is deleted.
user_id BIGINT NOT NULL REFERENCES users (id) ON DELETE CASCADE ON UPDATE CASCADE,
CONSTRAINT constraint_views_on_name CHECK (length(name) <= 140)
);
CREATE INDEX index_views_on_user_id ON views(user_id);
DROP TABLE IF EXISTS applied_slas CASCADE;
CREATE TABLE applied_slas (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
status applied_sla_status DEFAULT 'pending' NOT NULL,
-- Conversation / SLA policy maybe deleted but for reports the applied SLA should remain.
conversation_id BIGINT REFERENCES conversations(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
sla_policy_id INT REFERENCES sla_policies(id) ON DELETE SET NULL ON UPDATE CASCADE NOT NULL,
first_response_deadline_at TIMESTAMPTZ NULL,
resolution_deadline_at TIMESTAMPTZ NULL,
first_response_breached_at TIMESTAMPTZ NULL,
resolution_breached_at TIMESTAMPTZ NULL,
first_response_met_at TIMESTAMPTZ NULL,
resolution_met_at TIMESTAMPTZ NULL
);
CREATE INDEX index_applied_slas_on_conversation_id ON applied_slas(conversation_id);
CREATE INDEX index_applied_slas_on_status ON applied_slas(status);
DROP TABLE IF EXISTS scheduled_sla_notifications CASCADE;
CREATE TABLE scheduled_sla_notifications (
id BIGSERIAL PRIMARY KEY,
created_at TIMESTAMPTZ DEFAULT NOW(),
updated_at TIMESTAMPTZ DEFAULT NOW(),
applied_sla_id BIGINT NOT NULL REFERENCES applied_slas(id) ON DELETE CASCADE,
metric sla_metric NOT NULL,
notification_type sla_notification_type NOT NULL,
recipients TEXT[] NOT NULL,
send_at TIMESTAMPTZ NOT NULL,
processed_at TIMESTAMPTZ
);
CREATE INDEX index_scheduled_sla_notifications_on_send_at ON scheduled_sla_notifications(send_at);
CREATE INDEX index_scheduled_sla_notifications_on_processed_at ON scheduled_sla_notifications(processed_at);
DROP TABLE IF EXISTS ai_providers CASCADE;
CREATE TABLE ai_providers (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
name TEXT NOT NULL UNIQUE,
provider ai_provider NOT NULL,
config JSONB NOT NULL DEFAULT '{}',
is_default BOOLEAN NOT NULL DEFAULT FALSE,
CONSTRAINT constraint_ai_providers_on_name CHECK (length(name) <= 140)
);
CREATE UNIQUE INDEX index_unique_ai_providers_on_is_default_when_is_default_is_true ON ai_providers USING btree (is_default)
WHERE (is_default = true);
DROP TABLE IF EXISTS ai_prompts CASCADE;
CREATE TABLE ai_prompts (
id SERIAL PRIMARY KEY,
created_at TIMESTAMPTZ NOT NULL DEFAULT now(),
updated_at TIMESTAMPTZ NOT NULL DEFAULT now(),
title TEXT NOT NULL,
key TEXT NOT NULL UNIQUE,
content TEXT NOT NULL,
CONSTRAINT constraint_prompts_on_title CHECK (length(title) <= 140),
CONSTRAINT constraint_prompts_on_key CHECK (length(key) <= 140)
);
CREATE INDEX index_ai_prompts_on_key ON ai_prompts USING btree (key);
INSERT INTO ai_providers
("name", provider, config, is_default)
VALUES('openai', 'openai', '{"api_key": ""}'::jsonb, true);
-- Default AI prompts
INSERT INTO ai_prompts ("key", "content", title)
VALUES
('make_friendly', 'Modify the text to make it more friendly and approachable.', 'Make Friendly'),
('make_concise', 'Simplify the text to make it more concise and to the point.', 'Make Concise'),
('add_empathy', 'Add empathy to the text while retaining the original meaning.', 'Add Empathy'),
('adjust_positive_tone', 'Adjust the tone of the text to make it sound more positive and reassuring.', 'Adjust Positive Tone'),
('make_professional', 'Rephrase the text to make it sound more formal and professional and to the point.', 'Make Professional');
-- Default settings
INSERT INTO settings ("key", value)
VALUES
('app.lang', '"en"'::jsonb),
('app.root_url', '"http://localhost:9000"'::jsonb),
('app.logo_url', '"http://localhost:9000/logo.png"'::jsonb),
('app.site_name', '"Libredesk"'::jsonb),
('app.favicon_url', '"http://localhost:9000/favicon.ico"'::jsonb),
('app.max_file_upload_size', '20'::jsonb),
('app.allowed_file_upload_extensions', '["*"]'::jsonb),
('app.timezone', '"Asia/Kolkata"'::jsonb),
('app.business_hours_id', '""'::jsonb),
('notification.email.username', '"admin@yourcompany.com"'::jsonb),
('notification.email.host', '"smtp.gmail.com"'::jsonb),
('notification.email.port', '587'::jsonb),
('notification.email.password', '""'::jsonb),
('notification.email.max_conns', '1'::jsonb),
('notification.email.idle_timeout', '"5s"'::jsonb),
('notification.email.wait_timeout', '"5s"'::jsonb),
('notification.email.auth_protocol', '"plain"'::jsonb),
('notification.email.tls_type', '"starttls"'::jsonb),
('notification.email.tls_skip_verify', 'false'::jsonb),
('notification.email.hello_hostname', '""'::jsonb),
('notification.email.email_address', '"admin@yourcompany.com"'::jsonb),
('notification.email.max_msg_retries', '3'::jsonb),
('notification.email.enabled', 'false'::jsonb);
-- Default conversation priorities
INSERT INTO conversation_priorities (name) VALUES
('Low'),
('Medium'),
('High');
-- Default conversation statuses
INSERT INTO conversation_statuses (name) VALUES
('Open'),
('Snoozed'),
('Resolved'),
('Closed');
-- Default roles
INSERT INTO
roles ("name", description, permissions)
VALUES
(
'Agent',
'Role for all agents with limited access to conversations.',
'{conversations:read_all,conversations:read_unassigned,conversations:read_assigned,conversations:read_team_inbox,conversations:read,conversations:update_user_assignee,conversations:update_team_assignee,conversations:update_priority,conversations:update_status,conversations:update_tags,messages:read,messages:write,view:manage}'
);
INSERT INTO
roles ("name", description, permissions)
VALUES
(
'Admin',
'Role for users who have complete access to everything.',
'{conversations:write,ai:manage,general_settings:manage,notification_settings:manage,oidc:manage,conversations:read_all,conversations:read_unassigned,conversations:read_assigned,conversations:read_team_inbox,conversations:read,conversations:update_user_assignee,conversations:update_team_assignee,conversations:update_priority,conversations:update_status,conversations:update_tags,messages:read,messages:write,view:manage,status:manage,tags:manage,macros:manage,users:manage,teams:manage,automations:manage,inboxes:manage,roles:manage,reports:manage,templates:manage,business_hours:manage,sla:manage}'
);
-- Email notification templates
INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES('email_notification'::template_type, '
<p>A new conversation has been assigned to you:</p>
<div>
Reference number: {{ .Conversation.ReferenceNumber }} <br>
Subject: {{ .Conversation.Subject }}
</div>
<p>
<a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>
<div>
Best regards,<br>
Libredesk
</div>
', false, 'Conversation assigned', 'New conversation assigned to you', true);
INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
'email_notification'::template_type,
'
<p>This is a notification that the SLA for conversation {{ .Conversation.ReferenceNumber }} is approaching the SLA deadline for {{ .SLA.Metric }}.</p>
<p>
Details:<br>
- Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
- Metric: {{ .SLA.Metric }}<br>
- Due in: {{ .SLA.DueIn }}
</p>
<p>
<a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>
<p>
Best regards,<br>
Libredesk
</p>
',
false,
'SLA breach warning',
'SLA Alert: Conversation {{ .Conversation.ReferenceNumber }} is approaching SLA deadline for {{ .SLA.Metric }}',
true
);
INSERT INTO templates
("type", body, is_default, "name", subject, is_builtin)
VALUES (
'email_notification'::template_type,
'
<p>This is an urgent alert that the SLA for conversation {{ .Conversation.ReferenceNumber }} has been breached for {{ .SLA.Metric }}. Please take immediate action.</p>
<p>
Details:<br>
- Conversation reference number: {{ .Conversation.ReferenceNumber }}<br>
- Metric: {{ .SLA.Metric }}<br>
- Overdue by: {{ .SLA.OverdueBy }}
</p>
<p>
<a href="{{ RootURL }}/inboxes/assigned/conversation/{{ .Conversation.UUID }}">View Conversation</a>
</p>
<p>
Best regards,<br>
Libredesk
</p>
',
false,
'SLA breached',
'Urgent: SLA Breach for Conversation {{ .Conversation.ReferenceNumber }} for {{ .SLA.Metric }}',
true
);
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