From 19d31025a6093aa9e6bf4f5b2cc1c56dfa5ad19f Mon Sep 17 00:00:00 2001
From: louispaulb <louis.targo@gmail.com>
Date: Mon, 15 Jun 2026 06:11:47 -0400
Subject: [PATCH] feat(inbox+historique): sender-identity fix, single-source
 taxonomy, dispatch history & leaderboards
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Inbox identity/grouping (fixes mislabeled threads):
- customerName = real From display name, then a customer matched BY EMAIL,
  then the raw address — never the AI's content-guessed name (a gilles@ relay
  showed as "Sylvie Juteau").
- never group a thread by one of our own domains (support@targo.ca,
  *@targointernet.com): re-ingested outbound was collapsing unrelated threads
  into one mislabeled "Guylaine Gagnon" thread.

Refactor: queues/TYPES/QUEUE_OF/CAT centralized in lib/categories.js (were
drifting across conversation.js + inbox-triage.js; telephonie/television had
no matching triage type). Removed dead export findConversationByEmail.

Feat: addMessage stamps msg.agent on outbound replies -> per-agent stats.

Historique (/historique, HistoriquePage.vue): tournées par technicien (ALL
statuses incl. Completed/Cancelled — the board hid them), tech leaderboard,
inbox leaderboard. Hub: /dispatch/history, /dispatch/leaderboard,
/conversations/leaderboard.

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>
---
 .../components/shared/ConversationPanel.vue   | 1322 ++++++++++++++++-
 .../ops/src/components/shared/MessageList.vue |  323 ++++
 apps/ops/src/composables/useConversations.js  |  309 +++-
 apps/ops/src/config/nav.js                    |   18 +-
 apps/ops/src/layouts/MainLayout.vue           |   75 +-
 apps/ops/src/pages/HistoriquePage.vue         |  269 ++++
 apps/ops/src/router/index.js                  |    8 +
 services/targo-hub/lib/categories.js          |   33 +
 services/targo-hub/lib/conversation.js        |  968 +++++++++++-
 services/targo-hub/lib/dispatch.js            |   38 +
 services/targo-hub/lib/inbox-triage.js        |   76 +
 11 files changed, 3289 insertions(+), 150 deletions(-)
 create mode 100644 apps/ops/src/components/shared/MessageList.vue
 create mode 100644 apps/ops/src/pages/HistoriquePage.vue
 create mode 100644 services/targo-hub/lib/categories.js
 create mode 100644 services/targo-hub/lib/inbox-triage.js

diff --git a/apps/ops/src/components/shared/ConversationPanel.vue b/apps/ops/src/components/shared/ConversationPanel.vue
index c524a69..75b7b36 100644
--- a/apps/ops/src/components/shared/ConversationPanel.vue
+++ b/apps/ops/src/components/shared/ConversationPanel.vue
@@ -1,23 +1,38 @@
 <template>
-  <q-drawer v-model="panelOpen" side="right" :width="400" bordered overlay class="conv-panel">
-    <!-- List view (discussions) -->
-    <template v-if="!activeDiscussion">
+  <component :is="inline ? 'div' : QDrawer" v-bind="rootBind" @update:model-value="onRootModel" :class="['conv-panel', { 'conv-fullpage': inline }]">
+    <!-- List view (discussions) — masquée en mode pleine page (on n'y montre que le fil) -->
+    <template v-if="!activeDiscussion && !inline">
       <q-toolbar class="conv-toolbar">
         <q-toolbar-title class="text-weight-bold" style="font-size:0.95rem">
-          Discussions
+          Inbox
           <q-badge v-if="activeCount" color="indigo-6" class="q-ml-xs">{{ activeCount }}</q-badge>
         </q-toolbar-title>
         <q-btn flat round dense :icon="showAll ? 'filter_alt_off' : 'filter_alt'" size="sm"
           :color="showAll ? 'indigo-6' : 'grey-6'" @click="showAll = !showAll; fetchList()">
           <q-tooltip>{{ showAll ? 'Actives seulement' : 'Voir tout' }}</q-tooltip>
         </q-btn>
-        <q-btn flat round dense icon="add" size="sm" @click="showNewDialog = true">
-          <q-tooltip>Nouvelle conversation</q-tooltip>
+        <q-btn flat round dense icon="add" size="sm" @click="newDialogOpen = true">
+          <q-tooltip>Nouveau texto</q-tooltip>
         </q-btn>
-        <q-btn flat round dense icon="refresh" size="sm" :loading="loading" @click="fetchList" />
+        <q-btn flat round dense icon="refresh" size="sm" :loading="loading" @click="refreshAll" />
         <q-btn flat round dense icon="close" size="sm" @click="panelOpen = false" />
       </q-toolbar>
 
+      <!-- Filtre inbox unifié : conversations + tickets dans une file -->
+      <q-btn-toggle v-model="inboxFilter" spread no-caps unelevated dense class="inbox-filter"
+        toggle-color="indigo-6" color="grey-2" text-color="grey-8"
+        :options="[
+          { value: 'all', label: 'Tout' },
+          { value: 'conv', slot: 'conv' },
+          { value: 'tickets', slot: 'tickets' },
+        ]">
+        <template #conv><q-icon name="chat" size="16px" /> <span class="q-ml-xs">{{ discussions.length }}</span></template>
+        <template #tickets><q-icon name="confirmation_number" size="16px" /> <span class="q-ml-xs">{{ tickets.length }}</span></template>
+      </q-btn-toggle>
+      <div v-if="noiseCount" class="noise-toggle">
+        <q-btn flat dense size="sm" no-caps :icon="hideNoise ? 'visibility_off' : 'visibility'" :color="hideNoise ? 'grey-6' : 'orange-7'" :label="hideNoise ? (noiseCount + ' masqué' + (noiseCount > 1 ? 's' : '') + ' (bruit)') : 'Masquer le bruit'" @click="hideNoise = !hideNoise" />
+      </div>
+
       <!-- Bulk action bar -->
       <div v-if="selectedIds.size > 0" class="bulk-bar">
         <q-checkbox :model-value="selectedIds.size === discussions.length" @update:model-value="v => v ? selectAll() : clearSelection()"
@@ -34,8 +49,8 @@
         <q-btn flat dense size="sm" icon="close" color="grey-6" @click="clearSelection" />
       </div>
 
-      <q-list v-if="discussions.length" separator class="disc-list">
-        <q-item v-for="d in discussions" :key="d.id" clickable
+      <q-list v-if="discussions.length && inboxFilter !== 'tickets'" separator class="disc-list">
+        <q-item v-for="d in shownDiscussions" :key="d.id" clickable
           :class="{ 'bg-blue-1': d.lastMessage?.from === 'customer' && d.status === 'active', 'bg-indigo-1': selectedIds.has(d.id) }">
           <q-item-section avatar style="min-width:auto;padding-right:4px">
             <q-checkbox :model-value="selectedIds.has(d.id)" @update:model-value="toggleSelect(d.id)"
@@ -47,10 +62,11 @@
               <q-badge v-if="d.status === 'active'" color="green" class="q-ml-xs" style="font-size:0.55rem;padding:1px 4px;">actif</q-badge>
             </q-item-label>
             <q-item-label caption lines="1">
-              <span v-if="d.lastMessage" :class="{ 'text-weight-medium': d.lastMessage.from === 'customer' }">
+              <span v-if="typingLabelFor(d)" class="text-teal-7 text-weight-medium"><q-icon name="edit" size="12px" /> {{ typingLabelFor(d) }} écrit…</span>
+              <span v-else-if="d.lastMessage" :class="{ 'text-weight-medium': d.lastMessage.from === 'customer' }">
                 <template v-if="d.lastMessage.from === 'customer'">Client: </template>
                 <template v-else-if="d.lastMessage.from === 'agent' && d.lastMessage.via === 'ai'">AI: </template>
-                {{ d.lastMessage.text }}
+                <q-icon v-if="d.lastMessage.media" name="image" size="13px" class="q-mr-xs" />{{ d.lastMessage.text || (d.lastMessage.media ? 'Image' : '') }}
               </span>
               <span v-else>Aucun message</span>
             </q-item-label>
@@ -64,25 +80,67 @@
           </q-item-section>
         </q-item>
       </q-list>
-      <div v-else-if="!loading" class="q-pa-lg text-center text-grey-5">
+      <div v-else-if="!loading && inboxFilter !== 'tickets'" class="q-pa-lg text-center text-grey-5">
         <q-icon name="chat_bubble_outline" size="40px" class="q-mb-sm" /><br>
         Aucune discussion
       </div>
+
+      <!-- TICKETS ouverts (Issues ERPNext) — partie « ticket » de l'inbox unifié -->
+      <q-list v-if="inboxFilter !== 'conv' && tickets.length" separator class="disc-list">
+        <q-item-label header class="text-grey-7" style="font-size:0.7rem;min-height:auto;padding:6px 12px 2px">🎫 Tickets ouverts ({{ tickets.length }})</q-item-label>
+        <q-item v-for="t in tickets" :key="t.name" clickable @click="openTicket(t.name)">
+          <q-item-section avatar style="min-width:auto;padding-right:6px">
+            <q-icon name="confirmation_number" :color="ticketColor(t)" size="20px" />
+          </q-item-section>
+          <q-item-section>
+            <q-item-label class="text-weight-medium" style="font-size:0.85rem" lines="2">{{ ticketTitle(t) }}</q-item-label>
+            <q-item-label caption lines="1">
+              <q-badge v-if="ticketCategory(t)" dense color="teal-1" text-color="teal-9" class="q-mr-xs" style="font-size:0.6rem">{{ ticketCategory(t) }}</q-badge>
+              <span class="text-grey-6">{{ t.customer || '—' }}</span>
+            </q-item-label>
+          </q-item-section>
+          <q-item-section side top>
+            <q-item-label caption>{{ formatDate(t.modified) }}</q-item-label>
+            <q-badge :color="ticketColor(t)" style="font-size:0.6rem;padding:1px 4px;">{{ t.status }}</q-badge>
+          </q-item-section>
+        </q-item>
+      </q-list>
+      <div v-else-if="!loading && inboxFilter === 'tickets' && !tickets.length" class="q-pa-lg text-center text-grey-5">
+        <q-icon name="confirmation_number" size="40px" class="q-mb-sm" /><br>
+        Aucun ticket ouvert
+      </div>
     </template>
 
     <!-- Discussion detail: merged message thread -->
-    <template v-else>
+    <template v-else-if="activeDiscussion">
       <q-toolbar class="conv-toolbar">
-        <q-btn flat round dense icon="arrow_back" size="sm" @click="goBack" />
+        <q-btn v-if="!inline" flat round dense icon="arrow_back" size="sm" @click="goBack" />
         <q-toolbar-title style="font-size:0.9rem">
-          <div class="text-weight-bold">{{ activeDiscussion.customerName || activeDiscussion.phone }}</div>
-          <div class="text-caption text-grey-6">{{ formatDate(activeDiscussion.date) }} &middot; {{ activeDiscussion.messageCount }} messages</div>
+          <div class="text-weight-bold">
+            <q-icon v-if="activeDiscussion.channel === 'email'" name="mail" size="14px" color="red-5" class="q-mr-xs" />
+            {{ activeDiscussion.customerName || activeDiscussion.email || activeDiscussion.phone }}
+          </div>
+          <div class="text-caption text-grey-6">{{ formatDate(activeDiscussion.date) }} &middot; {{ activeDiscussion.messageCount }} messages<span v-if="activeDiscussion.email"> &middot; {{ activeDiscussion.email }}</span></div>
+          <!-- Fiche client liée (même logique que le SMS via le numéro : ici on résout par courriel) -->
+          <div class="q-mt-xs">
+            <q-chip v-if="activeDiscussion.customer" dense size="sm" color="blue-1" text-color="blue-9" icon="person" clickable @click="openLink">{{ activeDiscussion.customerName }}<q-tooltip>Fiche liée — clic pour changer</q-tooltip></q-chip>
+            <q-btn v-else dense flat size="sm" color="orange-8" icon="person_add" label="Lier une fiche" no-caps @click="openLink"><q-tooltip>Associer cette conversation à une fiche client</q-tooltip></q-btn>
+          </div>
+          <div v-if="linkedTickets.length" class="q-mt-xs">
+            <q-chip v-for="t in linkedTickets" :key="t.name" dense size="sm" color="teal-1" text-color="teal-9" icon="confirmation_number" clickable @click="openTicket(t.name)">{{ t.name }}<q-tooltip>{{ t.subject }} — ouvrir le ticket ↗</q-tooltip></q-chip>
+          </div>
         </q-toolbar-title>
-        <q-btn flat dense size="sm" icon="archive" color="indigo-6" :loading="archiving" @click="doArchive(activeDiscussion)">
-          <q-tooltip>Archiver en ticket</q-tooltip>
+        <q-btn v-if="activeToken" unelevated dense size="sm" icon="confirmation_number" color="teal-7" label="Ticket" :loading="creatingTicket" @click="openTicketDialog">
+          <q-tooltip>Créer un ticket à partir de cette conversation (la conversation reste dans l'historique)</q-tooltip>
         </q-btn>
-        <q-btn flat dense size="sm" icon="delete_outline" color="red-5" @click="confirmDeleteDiscussion(activeDiscussion)">
-          <q-tooltip>Supprimer</q-tooltip>
+        <q-btn flat dense size="sm" icon="archive" color="indigo-6" :loading="archiving" @click="doArchive(activeDiscussion)">
+          <q-tooltip>Archiver (ferme + retire la discussion)</q-tooltip>
+        </q-btn>
+        <q-btn v-if="isEmailConv" flat dense size="sm" icon="report" color="orange-8" @click="doSpam">
+          <q-tooltip>Spam → marquer SPAM dans Gmail + retirer</q-tooltip>
+        </q-btn>
+        <q-btn flat dense size="sm" icon="delete_outline" color="red-5" @click="doDelete">
+          <q-tooltip>{{ isEmailConv ? 'Supprimer (+ courriels → corbeille Gmail)' : 'Supprimer' }}</q-tooltip>
         </q-btn>
         <q-btn v-if="activeToken && activeDiscussion.status === 'active'" flat dense size="sm" icon="stop_circle" color="orange-7"
           @click="confirmClose">
@@ -90,86 +148,1085 @@
         </q-btn>
       </q-toolbar>
 
+      <!-- Barre de coordination shared-inbox : file (label) + « je m'en occupe » + réponse Gmail + ticket suggéré -->
+      <div class="coord-bar">
+        <span class="coord-lbl">File</span>
+        <q-chip v-for="q in QUEUES" :key="q" dense clickable size="sm" :color="coordQueue === q ? 'indigo-6' : 'grey-3'" :text-color="coordQueue === q ? 'white' : 'grey-8'" @click="setQueue(q)">{{ qLabel(q) }}</q-chip>
+        <q-space />
+        <q-btn v-if="!coordAssignee" dense unelevated size="sm" color="green-7" icon="pan_tool" label="Je m'en occupe" no-caps @click="doClaim" />
+        <q-chip v-else dense size="sm" color="amber-3" text-color="amber-9" icon="pan_tool" removable @remove="doRelease"><b>{{ shortAgent(coordAssignee) }}</b><q-tooltip>Pris par {{ coordAssignee }} — ✕ pour libérer</q-tooltip></q-chip>
+        <q-btn dense flat round size="sm" class="q-ml-xs" :icon="coordOpen ? 'expand_less' : 'tune'" :color="coordOpen ? 'indigo-6' : 'grey-6'" @click="coordOpen = !coordOpen"><q-tooltip>{{ coordOpen ? 'Masquer les actions' : 'Coordination : état, assigner, scinder, fusionner, IA…' }}</q-tooltip></q-btn>
+      </div>
+      <!-- #3 Drapeau « mauvais aiguillage » : le triage IA classe ce fil dans une autre file que l'actuelle -->
+      <div v-if="misrouted" class="coord-misroute">
+        <q-icon name="alt_route" size="16px" color="deep-orange-7" class="q-mr-xs" />
+        <span>L'IA classe ceci en <b>{{ TYPE_LBL[triageType] || triageType }}</b> → file suggérée <b>{{ qLabel(aiSuggestedQueue) }}</b> (actuellement {{ qLabel(coordQueue) }}).</span>
+        <q-space />
+        <q-btn dense unelevated size="sm" color="deep-orange-6" no-caps icon="alt_route" :label="'Réorienter → ' + qLabel(aiSuggestedQueue)" @click="rerouteToAI" />
+        <q-btn dense flat size="sm" color="blue-grey-7" no-caps icon="groups" label="Groupes" class="q-ml-xs" @click="openGroups"><q-tooltip>Gérer les membres des files (Paramètres)</q-tooltip></q-btn>
+      </div>
+      <div v-if="coordOpen && activeToken && (gmailReplyUrl || coordSuggested || true)" class="coord-bar2">
+        <q-btn v-if="gmailReplyUrl" dense flat size="sm" color="red-6" icon="mail" label="Répondre dans Gmail" no-caps @click="openGmailReply"><q-tooltip>Ouvre le fil dans Gmail (éditeur + Gemini + Drive) — la réponse est recapturée ici</q-tooltip></q-btn>
+        <q-btn v-if="coordSuggested" dense flat size="sm" color="teal-7" icon="confirmation_number" :label="'🤖 ' + (coordSuggested.title || 'Ticket suggéré')" no-caps @click="openTicketDialog"><q-tooltip>Ticket suggéré par l'IA ({{ coordSuggested.category }}) — clic = créer (pré-rempli)</q-tooltip></q-btn>
+        <q-space />
+        <q-btn dense flat size="sm" color="deep-orange-6" icon="call_split" label="Scinder" no-caps :loading="splitBusy" @click="openSplit"><q-tooltip>Détecte les problèmes distincts (ex. facturation + télé) et crée un ticket par sujet</q-tooltip></q-btn>
+        <q-btn dense flat size="sm" color="blue-grey-6" icon="merge" label="Fusionner" no-caps @click="openMerge"><q-tooltip>Fusionner une autre conversation (doublon) dans celle-ci</q-tooltip></q-btn>
+      </div>
+
+      <!-- Présence (style Google Docs) : qui a VU (avatar) + qui RÉPOND (anneau clignotant + « rédige ») -->
+      <div v-if="activeToken && presence.length" class="coord-readers row items-center no-wrap">
+        <span class="text-caption text-grey-6 q-mr-xs">Vu par</span>
+        <q-avatar v-for="p in presence" :key="p.email" size="22px" class="coord-reader-av" :class="{ 'presence-typing': p.typing }"
+          :style="{ background: staffColor(p.email), color: '#fff', fontSize: '10px' }">
+          {{ staffInitials(noteAuthorName(p.email)) }}
+          <q-tooltip>{{ shortAgent(p.email) }} · {{ p.typing ? 'rédige une réponse…' : ('vu ' + relTime(p.readAt)) }}</q-tooltip>
+        </q-avatar>
+      </div>
+
+      <!-- État (ticket) + assignation directe + assistants -->
+      <div v-if="coordOpen && activeToken" class="coord-bar3 row items-center no-wrap">
+        <q-btn-toggle :model-value="coordState" @update:model-value="setState" dense unelevated spread no-caps size="sm"
+          toggle-color="indigo-6" color="grey-2" text-color="grey-8"
+          :options="[{ label: 'Ouvert', value: 'open' }, { label: 'En attente', value: 'pending' }, { label: 'Fermé', value: 'closed' }]" />
+        <q-input v-if="coordState === 'pending'" v-model="pendingDateInput" type="date" dense outlined stack-label
+          label="Attendre jusqu'au" class="q-ml-xs" style="max-width:160px" @update:model-value="v => setState('pending')">
+          <template #prepend><q-icon name="event" size="15px" color="amber-8" /></template>
+        </q-input>
+        <q-space />
+        <q-btn dense flat size="sm" no-caps :icon="coordAssignee ? 'person' : 'person_outline'"
+          :label="coordAssignee ? shortAgent(coordAssignee) : 'Assigner'" :color="coordAssignee ? 'indigo-7' : 'grey-7'">
+          <q-menu><q-list dense style="min-width:210px">
+            <q-item clickable v-close-popup @click="doClaim"><q-item-section avatar><q-icon name="pan_tool" color="green-7" /></q-item-section><q-item-section>Je m'en occupe</q-item-section></q-item>
+            <q-separator />
+            <q-item-label header class="q-py-xs">Assigner à</q-item-label>
+            <q-item v-for="a in agents" :key="a" clickable v-close-popup @click="assignTo(a)" :active="a === coordAssignee" active-class="bg-indigo-1">
+              <q-item-section>{{ shortAgent(a) }}</q-item-section><q-item-section v-if="a === coordAssignee" side><q-icon name="check" color="indigo-6" /></q-item-section>
+            </q-item>
+            <q-item v-if="coordAssignee" clickable v-close-popup @click="assignTo(null)"><q-item-section class="text-red-7"><q-icon name="person_off" size="16px" /> Désassigner</q-item-section></q-item>
+          </q-list></q-menu>
+        </q-btn>
+      </div>
+      <div v-if="coordOpen && activeToken && (coordAssignee || coordAssistants.length)" class="coord-assist row items-center no-wrap">
+        <span class="text-caption text-grey-6 q-mr-xs">Assistants</span>
+        <q-chip v-for="a in coordAssistants" :key="a" dense size="sm" color="blue-grey-2" text-color="blue-grey-9" removable @remove="removeAssistant(a)">{{ shortAgent(a) }}</q-chip>
+        <span v-if="!coordAssistants.length" class="text-caption text-grey-4">aucun</span>
+        <q-btn dense flat round size="sm" icon="person_add" color="grey-6">
+          <q-tooltip>Ajouter un assistant</q-tooltip>
+          <q-menu><q-list dense style="min-width:190px">
+            <q-item v-for="a in availableAssistants" :key="a" clickable v-close-popup @click="addAssistant(a)"><q-item-section>{{ shortAgent(a) }}</q-item-section></q-item>
+            <q-item v-if="!availableAssistants.length"><q-item-section class="text-grey-5 text-caption">Aucun autre agent</q-item-section></q-item>
+          </q-list></q-menu>
+        </q-btn>
+      </div>
+
+      <!-- DIAGNOSTIC SERVICE/MODEM du client lié — visible depuis le courriel ; image de l'état attachable à la réponse -->
+      <div v-if="activeToken && coordCustomer" class="svc-bar">
+        <div class="row items-center no-wrap">
+          <q-icon name="wifi_find" size="16px" color="cyan-8" class="q-mr-xs" />
+          <span class="text-caption text-weight-medium">Statut du service</span>
+          <q-space />
+          <q-btn v-if="!svcStatus && !svcLoading" dense flat size="sm" no-caps color="cyan-8" icon="search" label="Vérifier" @click="loadServiceStatus" />
+          <q-spinner v-if="svcLoading" size="16px" color="cyan-7" />
+          <q-btn v-if="svcStatus" dense flat round size="sm" icon="refresh" color="grey-6" @click="loadServiceStatus"><q-tooltip>Réinterroger</q-tooltip></q-btn>
+          <q-btn dense flat size="sm" no-caps color="cyan-8" icon="send" label="Diag. au client" :loading="diagSending" @click="sendDiagLink"><q-tooltip>Insère un lien de diagnostic en libre-service dans la réponse au client</q-tooltip></q-btn>
+        </div>
+        <template v-if="svcStatus && svcStatus.found">
+          <div class="text-caption text-grey-7 ellipsis q-mt-xs"><q-icon name="place" size="13px" color="orange-6" /> {{ svcStatus.location ? (svcStatus.location.address || svcStatus.location.name) : '—' }}</div>
+          <div class="row items-center q-gutter-xs q-mt-xs">
+            <q-chip dense :color="svcColor(svcStatus.summary.online)" text-color="white" :icon="svcIcon(svcStatus.summary.online)" class="q-ma-none">{{ svcStatus.summary.label }}</q-chip>
+            <q-chip v-for="d in svcStatus.devices" :key="d.serial" dense square size="sm" :color="svcColor(d.online)" text-color="white" class="q-ma-none">{{ d.serial }}<span v-if="d.signal" class="q-ml-xs">· {{ d.signal }}</span></q-chip>
+          </div>
+          <div v-if="svcStatus.subscriptions && svcStatus.subscriptions.length" class="text-caption text-grey-6 q-mt-xs">{{ svcStatus.subscriptions.map(s => s.plan).filter(Boolean).join(' · ') }}</div>
+          <q-btn dense flat size="sm" no-caps color="indigo-6" icon="attach_file" class="q-mt-xs" :label="isEmailConv ? 'Joindre l\'état au courriel' : 'Joindre l\'état (image)'" :loading="svcAttaching" @click="attachStatusImage" />
+        </template>
+        <div v-else-if="svcStatus && !svcStatus.found" class="text-caption text-grey-6 q-mt-xs">{{ svcStatus.ambiguous ? 'Plusieurs comptes — ouvrir la fiche' : 'Aucun équipement lié' }}</div>
+      </div>
+
+      <!-- Paiement détecté par OCR (capture client) → AFFICHE pour décider. Pas d'écriture facturation (F autoritaire) ; réactivation à venir (GenieACS). -->
+      <div v-if="coordPayment" class="pay-card" :class="{ 'pay-card-no': coordPayment.is_payment === false }">
+        <div class="row items-center no-wrap">
+          <q-icon :name="coordPayment.is_payment ? 'paid' : 'help_outline'" :color="coordPayment.is_payment ? 'green-7' : 'grey-6'" size="20px" class="q-mr-sm" />
+          <div class="col">
+            <div class="text-weight-bold">
+              <template v-if="coordPayment.is_payment">💳 Paiement détecté{{ coordPayment.amount != null ? ' — ' + coordPayment.amount + ' ' + (coordPayment.currency || 'CAD') : '' }}</template>
+              <template v-else>Aucun paiement clair dans l'image</template>
+            </div>
+            <div v-if="coordPayment.is_payment" class="text-caption text-grey-7">
+              <span v-if="coordPayment.date">📅 {{ coordPayment.date }}</span>
+              <span v-if="coordPayment.method"> · {{ coordPayment.method }}</span>
+              <span v-if="coordPayment.reference"> · réf {{ coordPayment.reference }}</span>
+              <span v-if="coordPayment.payer_name"> · {{ coordPayment.payer_name }}</span>
+              · confiance {{ Math.round((coordPayment.confidence || 0) * 100) }}%
+            </div>
+          </div>
+        </div>
+        <div v-if="coordPayment.is_payment" class="row items-center q-gutter-sm q-mt-xs">
+          <q-btn dense unelevated size="sm" color="indigo-6" icon="forward_to_inbox" label="Router vers Facturation" no-caps @click="routePaymentToBilling" />
+          <q-btn dense outline size="sm" color="grey-6" icon="power_settings_new" label="Réactiver (bientôt)" no-caps disable><q-tooltip>Réactivation automatique via GenieACS — en préparation</q-tooltip></q-btn>
+          <q-space />
+          <span class="text-caption text-grey-5">Vérifier dans F avant d'enregistrer — aucune écriture automatique.</span>
+        </div>
+      </div>
+
+      <!-- Copilote : commande en langage naturel → file/claim/note/ticket + brouillon de réponse -->
+      <div v-if="coordOpen" class="coord-nl">
+        <q-input dense outlined v-model="nlText" :loading="nlBusy" placeholder="✨ « assigne à Facturation et réponds qu'on traite sous 24 h »" @keyup.enter="runNl">
+          <template #prepend><q-icon name="auto_awesome" color="deep-purple-5" /></template>
+          <template #append><q-btn flat dense round icon="send" color="deep-purple-5" :disable="!nlText.trim() || nlBusy" @click="runNl" /></template>
+        </q-input>
+      </div>
+
+      <!-- Résumé IA du fil (style Gmail « Summarise this email ») — à la demande -->
+      <div v-if="activeToken" class="conv-summary-zone">
+        <div class="row items-center q-gutter-xs">
+          <q-btn v-if="!summaryText && !summaryBusy && !summaryErr" flat dense no-caps size="sm" color="deep-purple-6" icon="auto_awesome" label="Résumer ce fil" @click="summarizeThread" />
+          <q-btn v-if="isEmailConv" flat dense no-caps size="sm" color="green-7" icon="travel_explore" label="Disponibilité" :loading="svcBusy" @click="checkServiceability"><q-tooltip>Vérifier la fibre à l'adresse du client (RQA) + préparer un brouillon de réponse</q-tooltip></q-btn>
+        </div>
+        <div v-if="summaryBusy" class="conv-summary-card row items-center"><q-spinner-dots size="22px" color="deep-purple-5" class="q-mr-sm" /> Résumé en cours…</div>
+        <div v-else-if="summaryErr" class="row items-center text-caption text-red-6"><q-icon name="error_outline" class="q-mr-xs" />{{ summaryErr }} <q-btn flat dense size="sm" no-caps label="Réessayer" color="deep-purple-6" class="q-ml-sm" @click="summarizeThread" /></div>
+        <div v-else-if="summaryText" class="conv-summary-card">
+          <div class="row items-center q-mb-xs"><q-icon name="auto_awesome" color="deep-purple-5" size="16px" class="q-mr-xs" /><b class="text-deep-purple-7">Résumé IA</b><q-space /><q-btn flat dense round size="xs" icon="refresh" color="grey-6" @click="summarizeThread"><q-tooltip>Régénérer</q-tooltip></q-btn><q-btn flat dense round size="xs" icon="close" color="grey-6" @click="summaryText = ''" /></div>
+          <div class="conv-summary-body" v-html="summaryHtml"></div>
+          <div class="row q-mt-sm">
+            <q-btn dense unelevated no-caps size="sm" color="teal-7" icon="confirmation_number" :label="'Créer un ticket — ' + ticketTypeLabel" :loading="ticketBusy" @click="createTicketFromSummary" />
+          </div>
+        </div>
+        <!-- #2 Résultat disponibilité (adresse → fibre RQA) + insertion du brouillon (gated : l'agent relit puis envoie, jamais auto-envoyé) -->
+        <div v-if="svcResult" class="conv-svc-card" :class="svcResult.fiber_available ? 'svc-yes' : (svcResult.needs_address ? 'svc-warn' : 'svc-no')">
+          <div class="row items-center q-mb-xs">
+            <q-icon :name="svcResult.needs_address ? 'help_outline' : (svcResult.fiber_available ? 'check_circle' : 'cancel')" :color="svcResult.needs_address ? 'amber-8' : (svcResult.fiber_available ? 'green-7' : 'red-6')" size="18px" class="q-mr-xs" />
+            <b>{{ svcResult.needs_address ? 'Adresse à préciser' : (svcResult.fiber_available ? 'Fibre disponible' : 'Fibre non disponible') }}</b>
+            <q-space />
+            <q-btn flat dense round size="xs" icon="close" color="grey-6" @click="svcResult = null" />
+          </div>
+          <div v-if="svcResult.address" class="text-caption q-mb-xs">{{ svcResult.address }}<span v-if="svcResult.max_speed"> · {{ svcResult.max_speed }}</span></div>
+          <div v-if="svcResult.needs_address" class="text-caption text-grey-7">{{ svcResult.message }}</div>
+          <q-btn v-else dense unelevated no-caps size="sm" color="green-7" icon="edit_note" label="Insérer le brouillon dans la réponse" @click="insertServiceabilityDraft" />
+        </div>
+      </div>
+
+      <!-- Édition EN PLACE d'une réponse / signature (depuis le menu « Réponses types ») -->
+      <q-dialog v-model="cannedEdit.open">
+        <q-card style="min-width:380px;max-width:94vw">
+          <q-card-section class="row items-center q-pb-none"><q-icon name="quickreply" color="indigo-6" class="q-mr-sm" /><span class="text-subtitle1 text-weight-bold">{{ cannedEdit.isNew ? 'Nouvelle réponse / signature' : 'Modifier la réponse / signature' }}</span></q-card-section>
+          <q-card-section class="q-gutter-sm">
+            <q-input dense outlined v-model="cannedEdit.title" label="Titre (ex. Signature Support)" />
+            <q-select dense outlined v-model="cannedEdit.mailbox" :options="cannedMailboxes" emit-value map-options label="Mailbox / file (signature suggérée)" />
+            <q-editor v-model="cannedEdit.html" min-height="7rem" :toolbar="[['bold', 'italic', 'underline'], ['unordered', 'ordered'], ['link', 'removeFormat'], ['undo', 'redo']]" placeholder="Texte / signature… (image via le bouton, ou collez depuis Gmail)" />
+            <q-btn flat dense size="sm" icon="image" color="indigo-6" no-caps label="Image / logo" :loading="cannedUploading" @click="pickCannedImage" />
+            <div class="text-caption text-grey-5">Variables : <code v-pre>{{ client }}</code>, <code v-pre>{{ agent }}</code> (remplacées à l'insertion).</div>
+          </q-card-section>
+          <q-card-actions align="right">
+            <q-btn v-if="!cannedEdit.isNew" flat no-caps color="red-5" icon="delete" label="Supprimer" :loading="cannedSaving" @click="deleteCannedEdit" />
+            <q-space />
+            <q-btn flat no-caps label="Annuler" v-close-popup />
+            <q-btn unelevated no-caps color="indigo-6" icon="save" label="Enregistrer" :loading="cannedSaving" @click="saveCannedEdit" />
+          </q-card-actions>
+        </q-card>
+      </q-dialog>
+      <input ref="cannedFileInput" type="file" accept="image/png,image/jpeg,image/gif,image/webp,image/svg+xml" style="display:none" @change="onCannedFile" />
+
       <div ref="messagesEl" class="conv-messages">
-        <div v-for="msg in activeDiscussion.messages" :key="msg.id" class="conv-msg" :class="'conv-msg-' + msg.from">
-          <div class="conv-bubble">
-            <div class="conv-sender" v-if="msg.from === 'agent' && msg.via === 'ai'">AI Assistant</div>
-            <div class="conv-text">{{ msg.text }}</div>
-            <div class="conv-meta">
-              <span v-if="msg.via === 'sms'" class="conv-via">SMS</span>
-              <span v-else-if="msg.via === 'ai'" class="conv-via ai">AI</span>
-              {{ formatTime(msg.ts) }}
+        <div v-for="msg in activeDiscussion.messages" :key="msg.id" class="conv-msg" :class="['conv-msg-' + msg.from, { 'msg-fill': props.inline && msg.html && msg.id === lastMessageId && isExpanded(msg) }]">
+          <!-- En-tête repliable (accordéon, style Gmail) : qui · heure · aperçu — clic pour déplier/replier -->
+          <div class="msg-head" :class="{ 'msg-head-open': isExpanded(msg) }" @click="toggleMsg(msg)">
+            <div class="msg-head-line1 row items-center no-wrap">
+              <q-icon :name="msgIcon(msg)" :color="msg.from === 'agent' ? (msg.via === 'ai' ? 'deep-purple-4' : 'indigo-5') : 'teal-6'" size="14px" class="q-mr-xs" />
+              <span class="msg-who">{{ msgWho(msg) }}</span>
+              <q-space />
+              <span class="msg-time q-ml-xs">{{ formatTime(msg.ts) }}</span>
+              <q-icon :name="isExpanded(msg) ? 'expand_less' : 'expand_more'" size="16px" color="grey-5" class="q-ml-xs" />
+            </div>
+            <!-- Aperçu DIRECTEMENT sous le nom (style Gmail), pas repoussé à droite -->
+            <div v-if="!isExpanded(msg)" class="msg-snippet">{{ msgSnippet(msg) }}</div>
+          </div>
+          <div v-show="isExpanded(msg)" class="msg-body">
+            <!-- Courriel complet (HTML) → carte large + iframe sandbox (rendu WYSIWYG fidèle, scripts désactivés) -->
+            <div v-if="msg.html" class="email-card" :class="{ 'email-card-agent': msg.from === 'agent' }">
+              <div class="email-card-head">
+                <q-space />
+                <q-btn flat dense round size="xs" icon="open_in_full" color="grey-6" @click="expandEmail(msg)"><q-tooltip>Agrandir le courriel</q-tooltip></q-btn>
+              </div>
+              <iframe class="email-frame" :srcdoc="emailSrcdoc(msg.html)" sandbox="allow-popups allow-popups-to-escape-sandbox" referrerpolicy="no-referrer" loading="lazy"></iframe>
+            </div>
+            <!-- Bulle standard (SMS / chat / texte) -->
+            <div v-else class="conv-bubble">
+              <div class="conv-sender" v-if="msg.from === 'agent' && msg.via === 'ai'">AI Assistant</div>
+              <img v-if="msg.media" :src="msg.media" class="conv-img" @click="openImg(msg.media)" />
+              <q-btn v-if="msg.media && msg.from === 'customer'" dense flat size="sm" color="green-8" icon="receipt_long" label="Lire le paiement" no-caps class="q-mt-xs" :loading="paymentBusy === msg.id" @click="runPayment(msg)"><q-tooltip>OCR : détecter un paiement (montant, date, référence)</q-tooltip></q-btn>
+              <div class="conv-text" v-if="msg.text">{{ cleanBody(msg.text) }}</div>
+              <div class="conv-meta">
+                <span v-if="msg.via === 'sms'" class="conv-via">SMS</span>
+                <span v-else-if="msg.via === 'ai'" class="conv-via ai">AI</span>
+                <span v-else-if="msg.via === 'email'" class="conv-via">✉</span>
+                {{ formatTime(msg.ts) }}
+              </div>
             </div>
           </div>
         </div>
       </div>
 
-      <div v-if="activeToken && activeDiscussion.status === 'active'" class="conv-compose">
-        <q-input v-model="draft" dense outlined placeholder="Repondre..." autogrow
+      <div v-if="typingAgentLabel" class="conv-typing-line">
+        <q-spinner-dots size="20px" color="teal-6" /> <b>{{ typingAgentLabel }}</b> est en train d'écrire…
+      </div>
+
+      <!-- Notes INTERNES (jamais envoyées au client) — remplacent le reply-all « je m'en occupe » -->
+      <div v-if="coordNotes.length || showNoteInput" class="coord-notes">
+        <div v-for="n in coordNotes" :key="n.id" class="coord-note"><b>{{ shortAgent(n.agent) }}</b> {{ n.text }}</div>
+        <div v-if="showNoteInput" class="row items-center q-gutter-xs q-mt-xs">
+          <q-input dense outlined v-model="noteText" class="col" placeholder="Note interne (équipe)…" autofocus @keyup.enter="submitNote" />
+          <q-btn dense unelevated color="amber-7" icon="send" @click="submitNote" />
+        </div>
+      </div>
+      <div class="coord-note-toggle"><q-btn flat dense size="sm" color="amber-8" icon="sticky_note_2" label="Note interne" no-caps @click="showNoteInput = !showNoteInput" /></div>
+
+      <!-- Brouillon miroir temps réel : ce qu'un AUTRE agent est en train de rédiger (dernier qui écrit gagne) -->
+      <div v-if="otherDraft" class="coord-draft-mirror">
+        <div class="coord-draft-head"><q-icon name="edit_note" size="15px" /> <b>{{ shortAgent(otherDraft.agent) }}</b> rédige une réponse en direct…</div>
+        <div class="coord-draft-body" v-html="otherDraft.html || (otherDraft.text || '').replace(/\n/g, '<br>')"></div>
+      </div>
+
+      <!-- Bouton « Répondre » (Gmail) : tant qu'on ne clique pas, le composeur reste masqué ET la présence n'est pas signalée aux collègues -->
+      <div v-if="activeToken && activeDiscussion.status === 'active' && !replyOpen" class="conv-reply-cta">
+        <q-btn unelevated no-caps color="indigo-6" icon="reply" label="Répondre" @click="openReply" />
+      </div>
+      <div v-if="activeToken && activeDiscussion.status === 'active' && replyOpen" ref="composeEl" class="conv-compose" :class="{ 'conv-compose-typing': typingAgentLabel }">
+        <div v-if="replyMedia" class="row items-center q-gutter-xs q-mb-xs">
+          <img :src="replyMedia" style="height:42px;border-radius:6px;border:1px solid #ddd" />
+          <q-btn flat dense round size="xs" icon="close" color="grey-6" @click="replyMedia = ''" />
+        </div>
+        <!-- COURRIEL : éditeur WYSIWYG (type Gmail) → envoie du HTML dans le même fil -->
+        <template v-if="isEmailConv">
+          <q-editor v-model="draftHtml" min-height="6rem" class="email-editor"
+            :toolbar="[['bold','italic','underline','strike'],['unordered','ordered'],['link','removeFormat'],['undo','redo']]"
+            placeholder="Rédiger la réponse… (mise en forme, listes, liens — part dans le fil Gmail)" />
+          <div class="row items-center q-mt-xs">
+            <q-btn flat dense size="sm" icon="quickreply" color="grey-7" no-caps label="Réponses types" @click="loadCanned">
+              <q-menu anchor="top left" self="bottom left">
+                <q-list dense style="min-width:260px;max-width:340px">
+                  <q-item-label header class="q-py-xs">Réponses pré-écrites</q-item-label>
+                  <q-item v-for="c in cannedSorted" :key="c.id" clickable v-close-popup @click="insertCanned(c)">
+                    <q-item-section><q-item-label>{{ c.title }}</q-item-label><q-item-label caption lines="2">{{ c.body }}</q-item-label></q-item-section>
+                    <q-item-section side v-if="suggestedSignature && c.id === suggestedSignature.id"><q-badge color="indigo-5" label="Suggérée" /></q-item-section>
+                    <q-item-section side><q-btn flat dense round size="sm" icon="edit" color="grey-6" @click.stop="editCanned(c)" v-close-popup><q-tooltip>Modifier en place</q-tooltip></q-btn></q-item-section>
+                  </q-item>
+                  <q-separator />
+                  <q-item clickable v-close-popup @click="newCanned"><q-item-section avatar><q-icon name="add" color="indigo-6" size="20px" /></q-item-section><q-item-section class="text-indigo-7">Nouvelle réponse / signature…</q-item-section></q-item>
+                </q-list>
+              </q-menu>
+            </q-btn>
+            <q-btn v-if="suggestedSignature" flat dense size="sm" icon="draw" color="indigo-6" no-caps label="Signature" class="q-ml-xs" @click="insertCanned(suggestedSignature)">
+              <q-tooltip>Insérer la signature « {{ suggestedSignature.mailbox }} » (suggérée pour cette file)</q-tooltip>
+            </q-btn>
+            <span class="text-caption text-grey-5 q-ml-sm">↳ {{ activeDiscussion.email }}</span>
+            <q-space />
+            <q-btn unelevated dense color="indigo-6" icon="send" label="Envoyer le courriel" no-caps :disable="!hasEmailDraft || sending" :loading="sending" @click="sendEmailReply" />
+          </div>
+        </template>
+        <!-- SMS / chat : champ simple -->
+        <q-input v-else v-model="draft" dense outlined placeholder="Repondre..." autogrow
           :input-style="{ fontSize: '0.85rem' }"
           @keydown.enter.exact.prevent="send">
+          <template #prepend>
+            <q-btn flat round dense icon="image" color="grey-6" size="sm" :loading="replyUploading" @click="pickReplyImage">
+              <q-tooltip>Joindre une image</q-tooltip>
+            </q-btn>
+            <q-btn flat round dense icon="quickreply" color="grey-6" size="sm" @click="loadCanned">
+              <q-tooltip>Réponses pré-écrites</q-tooltip>
+              <q-menu anchor="top left" self="bottom left">
+                <q-list dense style="min-width:260px;max-width:340px">
+                  <q-item-label header class="q-py-xs">Réponses pré-écrites</q-item-label>
+                  <q-item v-for="c in cannedList" :key="c.id" clickable v-close-popup @click="insertCanned(c)">
+                    <q-item-section><q-item-label>{{ c.title }}</q-item-label><q-item-label caption lines="2">{{ c.body }}</q-item-label></q-item-section>
+                    <q-item-section side><q-btn flat dense round size="sm" icon="edit" color="grey-6" @click.stop="editCanned(c)" v-close-popup><q-tooltip>Modifier en place</q-tooltip></q-btn></q-item-section>
+                  </q-item>
+                  <q-separator />
+                  <q-item clickable v-close-popup @click="newCanned"><q-item-section avatar><q-icon name="add" color="indigo-6" size="20px" /></q-item-section><q-item-section class="text-indigo-7">Nouvelle réponse…</q-item-section></q-item>
+                </q-list>
+              </q-menu>
+            </q-btn>
+          </template>
           <template #append>
             <q-btn flat round dense icon="send" color="indigo-6" size="sm"
-              :disable="!draft.trim()" :loading="sending" @click="send" />
+              :disable="(!draft.trim() && !replyMedia) || sending" :loading="sending" @click="send" />
           </template>
         </q-input>
+        <input ref="replyImgInput" type="file" accept="image/*" style="display:none" @change="onReplyImage" />
       </div>
       <div v-else class="q-pa-sm text-center text-grey-5 text-caption" style="border-top:1px solid #e2e8f0">
         Discussion terminee
       </div>
     </template>
 
-    <!-- New conversation dialog -->
-    <q-dialog v-model="showNewDialog">
-      <q-card style="min-width:340px">
-        <q-card-section class="text-weight-bold">Nouvelle conversation</q-card-section>
-        <q-card-section class="q-pt-none">
-          <q-input v-model="newPhone" dense outlined label="Telephone" class="q-mb-sm" />
-          <q-input v-model="newCustomer" dense outlined label="Client ID (optionnel)" class="q-mb-sm" />
-          <q-input v-model="newCustomerName" dense outlined label="Nom du client" class="q-mb-sm" />
-          <q-input v-model="newSubject" dense outlined label="Sujet" />
-        </q-card-section>
-        <q-card-actions align="right">
-          <q-btn flat label="Annuler" v-close-popup />
-          <q-btn unelevated color="indigo-6" label="Envoyer le lien" :disable="!newPhone.trim() || creating"
-            :loading="creating" @click="createNew" />
-        </q-card-actions>
-      </q-card>
-    </q-dialog>
-  </q-drawer>
+    <!-- Mode pleine page : conversation pas encore chargée -->
+    <template v-else>
+      <div class="conv-loading">
+        <div class="row items-center justify-center" style="gap:8px"><q-spinner-dots size="28px" color="indigo-5" /> Chargement de la conversation…</div>
+        <q-btn v-if="inline" flat dense no-caps color="indigo-6" icon="arrow_back" label="Retour à la boîte" class="q-mt-md" @click="router.push('/communications')" />
+      </div>
+    </template>
+
+  </component>
+
+  <!-- Nouveau texto : rendu HORS du drawer (ouvrable depuis le FAB même panneau fermé). Résout la fiche par téléphone. -->
+  <q-dialog v-if="!inline" v-model="newDialogOpen" @hide="resetNew">
+    <q-card style="min-width:380px">
+      <q-card-section class="text-weight-bold row items-center">
+        <q-icon :name="newChannel === 'email' ? 'mail' : 'sms'" color="teal-7" class="q-mr-sm" />{{ newChannel === 'email' ? 'Nouveau courriel' : 'Nouveau texto' }}
+        <q-space />
+        <q-btn-toggle v-model="newChannel" dense unelevated size="sm" toggle-color="teal-7" color="grey-3" text-color="grey-8" :options="[{ value: 'sms', icon: 'sms' }, { value: 'email', icon: 'mail' }]" />
+      </q-card-section>
+      <q-card-section class="q-pt-none">
+        <!-- Recherche client (nom / adresse / téléphone) → résumé contacts → voir si SMS possible -->
+        <div style="position:relative" class="q-mb-sm">
+          <q-input v-model="custSearch" dense outlined label="Trouver un client (nom, adresse, téléphone)…" autocomplete="off" name="cust-nope" @update:model-value="onCustSearch">
+            <template #prepend><q-icon name="person_search" color="teal-6" /></template>
+            <template #append><q-spinner v-if="custSearching" size="16px" color="teal-6" /><q-icon v-else-if="custSearch" name="close" class="cursor-pointer" @click="custSearch = ''; custResults = []" /></template>
+          </q-input>
+          <div v-if="custResults.length" class="qm-dropdown">
+            <div v-for="m in custResults" :key="m.name" class="qm-item" @click="pickCust(m)">
+              <q-icon :name="m.matched === 'adresse' ? 'place' : m.matched === 'téléphone' ? 'call' : 'person'" size="16px" color="teal-6" class="q-mr-sm" />
+              <div class="col ellipsis"><div class="text-body2 ellipsis">{{ m.customer_name }}<q-badge v-if="m.inactive" color="grey-4" text-color="grey-8" label="inactif" class="q-ml-xs" /></div><div class="text-caption text-grey-6 ellipsis">{{ m.address || m.email || m.phone || m.territory }}</div></div>
+              <q-icon v-if="m.can_sms" name="sms" size="15px" color="green-6" class="q-ml-xs"><q-tooltip>Mobile — SMS possible</q-tooltip></q-icon>
+            </div>
+          </div>
+        </div>
+        <div v-if="custPicked" class="cust-summary q-mb-sm">
+          <div class="row items-center"><q-icon name="badge" color="blue-7" size="16px" class="q-mr-xs" /><b>{{ custPicked.customer_name }}</b><q-badge v-if="custPicked.inactive" color="grey-4" text-color="grey-8" label="inactif" class="q-ml-xs" /><q-space /><q-btn flat round dense size="xs" icon="close" color="grey-6" @click="clearCust" /></div>
+          <div class="text-caption q-mt-xs column q-gutter-xs">
+            <div><q-icon name="mail" size="13px" :color="custPicked.email ? 'indigo-5' : 'grey-4'" /> {{ custPicked.email || '— aucun courriel' }}</div>
+            <div><q-icon name="call" size="13px" :color="custPicked.phone ? 'teal-6' : 'grey-4'" /> {{ custPicked.phone || '— aucun numéro' }}
+              <q-badge v-if="custPicked.can_sms" color="green-2" text-color="green-9" label="SMS ✓" class="q-ml-xs" />
+              <q-badge v-else color="grey-3" text-color="grey-7" label="pas de mobile" class="q-ml-xs" />
+            </div>
+            <div v-if="custPicked.address"><q-icon name="place" size="13px" color="orange-6" /> {{ custPicked.address }}</div>
+          </div>
+        </div>
+
+        <template v-if="newChannel === 'sms'">
+          <q-input v-model="newPhone" dense outlined label="Téléphone du client" mask="(###) ###-####" unmasked-value autofocus :loading="newResolving" class="q-mb-sm" />
+          <div v-if="String(newPhone).replace(/\D/g,'').length >= 10" class="q-mb-sm">
+            <div v-if="newResolving" class="text-caption text-grey-6">Recherche de la fiche…</div>
+            <template v-else>
+              <div v-if="newMatches.length === 1" class="text-caption text-green-8"><q-icon name="link" /> Lié à <b>{{ newMatches[0].customer_name || newMatches[0].name }}</b></div>
+              <div v-else-if="newMatches.length > 1">
+                <div class="text-caption text-grey-7 q-mb-xs">{{ newMatches.length }} fiches partagent ce numéro — choisir :</div>
+                <q-option-group v-model="newLinkChoice" :options="matchOptions" type="radio" dense color="teal-7" />
+              </div>
+              <div v-else class="text-caption text-orange-8"><q-icon name="info" /> Aucune fiche — le texto partira non lié.</div>
+            </template>
+          </div>
+          <q-input v-model="newMessage" type="textarea" autogrow :rows="3" dense outlined label="Message" placeholder="Écrire le texto… (liens, etc.)" class="q-mb-xs" />
+          <div class="row items-center q-gutter-sm">
+            <q-btn flat dense no-caps size="sm" :icon="newMedia ? 'check_circle' : 'image'" :label="newMedia ? 'Image jointe' : 'Ajouter une image'" :color="newMedia ? 'green-7' : 'grey-7'" :loading="newUploading" @click="pickImage" />
+            <img v-if="newMedia" :src="newMedia" style="height:38px;border-radius:6px;border:1px solid #ddd" />
+            <q-btn v-if="newMedia" flat dense round size="xs" icon="close" color="grey-6" @click="newMedia = ''" />
+            <input ref="imgInput" type="file" accept="image/*" style="display:none" @change="onImage" />
+          </div>
+        </template>
+        <template v-else>
+          <q-input v-model="newEmail" dense outlined type="email" label="Courriel du destinataire" autofocus class="q-mb-sm" />
+          <q-input v-model="newSubject" dense outlined label="Sujet" class="q-mb-sm" />
+          <q-input v-model="newMessage" type="textarea" autogrow :rows="5" dense outlined label="Message" placeholder="Écrire le courriel… (part de cc@ / support@, fil suivi dans l'Inbox)" />
+        </template>
+      </q-card-section>
+      <q-card-actions align="right">
+        <q-btn flat label="Annuler" v-close-popup />
+        <q-btn v-if="newChannel === 'sms'" unelevated color="teal-7" icon="send" label="Envoyer le texto" :disable="String(newPhone).replace(/\D/g,'').length < 10 || (!newMessage.trim() && !newMedia) || creating" :loading="creating" @click="createNew" />
+        <q-btn v-else unelevated color="teal-7" icon="send" label="Envoyer le courriel" :disable="!/.+@.+\..+/.test(newEmail) || !newMessage.trim() || creating" :loading="creating" @click="createNewEmail" />
+      </q-card-actions>
+    </q-card>
+  </q-dialog>
+
+  <!-- Créer un TICKET (ERPNext Issue OUVERT) depuis la conversation — la conversation RESTE dans l'historique -->
+  <q-dialog v-model="ticketDialog.open">
+    <q-card style="min-width:380px;max-width:96vw">
+      <q-card-section class="row items-center q-pb-none">
+        <q-icon name="confirmation_number" color="teal-7" size="22px" class="q-mr-sm" />
+        <div class="text-subtitle1 text-weight-bold">Créer un ticket</div>
+        <q-space />
+        <q-btn flat round dense icon="close" v-close-popup />
+      </q-card-section>
+      <q-card-section class="q-gutter-sm">
+        <div class="text-caption text-grey-7">À partir de la conversation avec <b>{{ activeDiscussion && (activeDiscussion.customerName || activeDiscussion.phone) }}</b>. La conversation reste dans l'historique ; le ticket suit le travail.</div>
+        <q-input dense outlined v-model="ticketDialog.title" label="Titre" autofocus @keyup.enter="ticketDialog.title.trim() && submitTicket()" />
+        <div class="row q-col-gutter-sm">
+          <q-select class="col" dense outlined v-model="ticketDialog.category" :options="ticketCategories" label="Catégorie" />
+          <q-select class="col" dense outlined v-model="ticketDialog.priority" :options="['Low','Medium','High','Urgent']" label="Priorité" />
+        </div>
+      </q-card-section>
+      <q-card-actions align="right">
+        <q-btn flat label="Annuler" v-close-popup />
+        <q-btn unelevated color="teal-7" icon="confirmation_number" label="Créer le ticket" :disable="!ticketDialog.title.trim()" :loading="creatingTicket" @click="submitTicket" />
+      </q-card-actions>
+    </q-card>
+  </q-dialog>
+
+  <!-- SCINDER : l'IA détecte les problèmes distincts → 1 ticket par sujet (chaque équipe notifiée) -->
+  <q-dialog v-model="splitDialog.open">
+    <q-card style="min-width:420px;max-width:96vw">
+      <q-card-section class="row items-center q-pb-none">
+        <q-icon name="call_split" color="deep-orange-6" size="22px" class="q-mr-sm" />
+        <div class="text-subtitle1 text-weight-bold">Scinder la conversation</div>
+        <q-space />
+        <q-btn flat round dense icon="close" v-close-popup />
+      </q-card-section>
+      <q-card-section>
+        <div v-if="splitDialog.loading" class="text-center q-pa-md"><q-spinner color="deep-orange-6" size="28px" /><div class="text-caption text-grey-6 q-mt-sm">Analyse des sujets…</div></div>
+        <template v-else>
+          <div class="text-caption text-grey-7 q-mb-sm">{{ splitDialog.topics.length > 1 ? 'L\'IA a détecté plusieurs sujets. Cochez ceux à transformer en tickets distincts :' : 'Un seul sujet détecté. Vous pouvez tout de même créer le ticket, ou ajuster manuellement.' }}</div>
+          <div v-for="(t, i) in splitDialog.topics" :key="i" class="row items-center q-gutter-sm q-mb-xs">
+            <q-checkbox v-model="t._sel" dense />
+            <q-input dense outlined class="col" v-model="t.title" :label="'Sujet ' + (i + 1)" />
+            <q-select dense outlined style="min-width:140px" v-model="t.queue" :options="QUEUES" label="File" />
+          </div>
+          <div v-if="!splitDialog.topics.length" class="text-grey-6 text-caption">Aucun sujet détecté.</div>
+        </template>
+      </q-card-section>
+      <q-card-actions align="right">
+        <q-btn flat label="Annuler" v-close-popup />
+        <q-btn unelevated color="deep-orange-6" icon="call_split" :label="`Créer ${splitDialog.topics.filter(t => t._sel).length} ticket(s)`" :disable="!splitDialog.topics.some(t => t._sel && t.title.trim())" :loading="splitBusy" @click="confirmSplit" />
+      </q-card-actions>
+    </q-card>
+  </q-dialog>
+
+  <!-- FUSIONNER : rapatrier une autre conversation (doublon) dans celle-ci -->
+  <q-dialog v-model="mergeDialog.open">
+    <q-card style="min-width:420px;max-width:96vw">
+      <q-card-section class="row items-center q-pb-none">
+        <q-icon name="merge" color="blue-grey-7" size="22px" class="q-mr-sm" />
+        <div class="text-subtitle1 text-weight-bold">Fusionner une conversation</div>
+        <q-space />
+        <q-btn flat round dense icon="close" v-close-popup />
+      </q-card-section>
+      <q-card-section>
+        <div class="text-caption text-grey-7 q-mb-sm">La conversation choisie sera <b>rapatriée dans celle-ci</b> (messages, notes, tickets) puis masquée. Utile pour les doublons (même client, 2 fils).</div>
+        <q-input dense outlined v-model="mergeSearch" label="Filtrer (nom, courriel, téléphone)…" clearable class="q-mb-sm" />
+        <q-list bordered separator style="max-height:300px;overflow-y:auto;border-radius:8px">
+          <q-item v-for="d in mergeCandidates" :key="d.id" clickable :active="mergeDialog.from === d.token" active-class="bg-blue-grey-1" @click="mergeDialog.from = d.token">
+            <q-item-section avatar><q-icon :name="d.channel === 'email' ? 'mail' : 'sms'" :color="d.channel === 'email' ? 'red-5' : 'green-6'" /></q-item-section>
+            <q-item-section>
+              <q-item-label>{{ d.customerName || d.email || d.phone || d.token }}</q-item-label>
+              <q-item-label caption>{{ d.lastMessage ? (d.lastMessage.text || '').slice(0, 50) : '' }}</q-item-label>
+            </q-item-section>
+            <q-item-section side v-if="mergeDialog.from === d.token"><q-icon name="check_circle" color="blue-grey-7" /></q-item-section>
+          </q-item>
+          <q-item v-if="!mergeCandidates.length"><q-item-section class="text-grey-6 text-caption">Aucune autre conversation.</q-item-section></q-item>
+        </q-list>
+      </q-card-section>
+      <q-card-actions align="right">
+        <q-btn flat label="Annuler" v-close-popup />
+        <q-btn unelevated color="blue-grey-7" icon="merge" label="Fusionner ici" :disable="!mergeDialog.from" :loading="mergeBusy" @click="confirmMerge" />
+      </q-card-actions>
+    </q-card>
+  </q-dialog>
+
+  <!-- LIER UNE FICHE CLIENT — résout par courriel (canal email) ou téléphone (SMS), comme à la création d'un texto -->
+  <q-dialog v-model="linkDialog.open">
+    <q-card style="min-width:440px;max-width:96vw">
+      <q-card-section class="row items-center q-pb-none">
+        <q-icon name="person_add" color="blue-7" size="22px" class="q-mr-sm" />
+        <div class="text-subtitle1 text-weight-bold">Lier une fiche client</div>
+        <q-space />
+        <q-btn flat round dense icon="close" v-close-popup />
+      </q-card-section>
+      <q-card-section>
+        <q-input dense outlined v-model="linkDialog.query" :label="linkIsEmail ? 'Rechercher par courriel' : 'Rechercher par téléphone'" autofocus @keyup.enter="runLinkSearch" class="q-mb-sm">
+          <template #append><q-btn flat dense round icon="search" :loading="linkDialog.loading" @click="runLinkSearch" /></template>
+        </q-input>
+        <div v-if="linkDialog.loading" class="text-center q-pa-sm"><q-spinner color="blue-6" size="24px" /></div>
+        <q-list v-else bordered separator style="max-height:300px;overflow-y:auto;border-radius:8px">
+          <q-item v-for="m in linkDialog.matches" :key="m.name" clickable @click="doLink(m)">
+            <q-item-section avatar><q-avatar size="30px" color="blue-1" text-color="blue-9">{{ (m.customer_name || m.name).charAt(0) }}</q-avatar></q-item-section>
+            <q-item-section>
+              <q-item-label>{{ m.customer_name || m.name }}</q-item-label>
+              <q-item-label caption>{{ m.email || m.phone || m.name }}<span v-if="m.territory"> · {{ m.territory }}</span></q-item-label>
+            </q-item-section>
+            <q-item-section side><q-icon name="link" color="blue-6" /></q-item-section>
+          </q-item>
+          <q-item v-if="!linkDialog.matches.length"><q-item-section class="text-grey-6 text-caption">Aucune fiche — ajustez la recherche. La conversation reste non liée.</q-item-section></q-item>
+        </q-list>
+      </q-card-section>
+    </q-card>
+  </q-dialog>
+
+  <!-- COURRIEL AGRANDI — iframe sandbox plein écran -->
+  <q-dialog v-model="emailExpand.open" maximized>
+    <q-card>
+      <q-bar class="bg-indigo-1">
+        <q-icon name="mail" color="indigo-7" />
+        <div class="text-weight-medium text-indigo-9">{{ emailExpand.subject || 'Courriel' }}</div>
+        <q-space />
+        <q-btn dense flat icon="close" v-close-popup><q-tooltip>Fermer</q-tooltip></q-btn>
+      </q-bar>
+      <iframe :srcdoc="emailSrcdoc(emailExpand.html)" sandbox="allow-popups allow-popups-to-escape-sandbox" referrerpolicy="no-referrer" style="width:100%;height:calc(100vh - 32px);border:0;background:#fff"></iframe>
+    </q-card>
+  </q-dialog>
 </template>
 
 <script setup>
-import { ref, watch, nextTick, onMounted, onUnmounted } from 'vue'
-import { useQuasar } from 'quasar'
+import { ref, computed, watch, nextTick, onMounted, onUnmounted } from 'vue'
+import { useQuasar, QDrawer } from 'quasar'
 import { useConversations } from 'src/composables/useConversations'
+import { shortAgent, staffColor, staffInitials, noteAuthorName, relTime } from 'src/composables/useFormatters'
+import { useAuthStore } from 'src/stores/auth'
+import { useRouter } from 'vue-router'
 
 const $q = useQuasar()
+const router = useRouter()
+const props = defineProps({ inline: { type: Boolean, default: false } }) // inline=true → rendu pleine page (route) au lieu du tiroir
 const {
-  discussions, activeToken, activeDiscussion, loading, panelOpen, showAll, activeCount,
+  discussions, activeToken, activeDiscussion, activeConv, tickets, loading, panelOpen, newDialogOpen, newDialogChannel, showAll, activeCount,
   selectedIds, selectedDiscussions,
-  fetchList, openDiscussion, sendMessage, startConversation, closeConversation,
-  deleteDiscussion, bulkDelete, archiveDiscussion, bulkArchive,
+  fetchList, fetchTickets, openDiscussion, sendMessage, startConversation, startEmail, resolvePhone, resolveEmail, linkCustomer, closeConversation,
+  deleteDiscussion, bulkDelete, archiveDiscussion, bulkArchive, createTicket,
+  QUEUES, assignQueue, claimConv, releaseConv, assignConv, setConvState, fetchAgents, spamConv, deleteConvByToken, addNote, nlCommand,
+  splitPreview, splitConversation, mergeConversation, fetchCanned, saveCanned, analyzePayment, summarize, serviceability,
   toggleSelect, selectAll, clearSelection,
-  goBack, disconnectSSE, connectGlobalSSE,
+  goBack, disconnectSSE, connectGlobalSSE, HUB_URL,
+  agentTyping, notifyTyping, sharedDraft, pushDraft,
 } = useConversations()
 
+// Racine dynamique : tiroir (défaut) OU bloc pleine page (prop `inline`) — MÊME composant/logique (DRY).
+const rootBind = computed(() => props.inline ? {} : { modelValue: panelOpen.value, side: 'right', width: 400, bordered: true, overlay: true })
+function onRootModel (v) { if (!props.inline) panelOpen.value = v }
+const coordOpen = ref(false) // chrome de coordination replié par défaut (épuration de la vue conversation)
+
+// ── Créer un ticket (ERPNext Issue OUVERT) depuis la conversation — la conversation RESTE ──
+const ERP_BASE = 'https://erp.gigafibre.ca'
+const ticketCategories = ['Support', 'Facturation', 'Installation', 'Fibre', 'Télévision', 'Téléphonie', 'Commercial', 'Autre']
+const creatingTicket = ref(false)
+const ticketDialog = ref({ open: false, title: '', category: 'Support', priority: 'Medium' })
+const linkedTickets = computed(() => (activeConv.value?.linkedTickets || activeDiscussion.value?.linkedTickets || []))
+function openTicketDialog () {
+  const d = activeDiscussion.value
+  const sug = coordSuggested.value // pré-remplissage depuis la suggestion IA si présente
+  const lastCust = (d && d.messages) ? [...d.messages].reverse().find(m => m.from === 'customer') : null
+  ticketDialog.value = {
+    open: true,
+    title: (sug && sug.title) || (d && d.subject) || (lastCust && (lastCust.text || '').slice(0, 90)) || '',
+    category: (sug && sug.category) || 'Support',
+    priority: (sug && sug.priority) || 'Medium',
+  }
+}
+
+// ── SCINDER (split) : l'IA détecte les sujets distincts → 1 ticket par sujet ──
+const splitBusy = ref(false)
+const splitDialog = ref({ open: false, loading: false, topics: [] })
+async function openSplit () {
+  if (!coordToken.value) return
+  splitDialog.value = { open: true, loading: true, topics: [] }
+  try {
+    const d = await splitPreview(coordToken.value)
+    splitDialog.value.topics = (d.topics || []).map(t => ({ title: t.title || '', queue: t.queue || '', category: t.category || 'Autre', _sel: true }))
+    if (!splitDialog.value.topics.length) $q.notify({ type: 'info', message: 'Aucun sujet distinct détecté.' })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { splitDialog.value.loading = false }
+}
+async function confirmSplit () {
+  const topics = splitDialog.value.topics.filter(t => t._sel && t.title.trim()).map(t => ({ title: t.title.trim(), category: t.category, queue: t.queue }))
+  if (!topics.length || !coordToken.value) return
+  splitBusy.value = true
+  try {
+    const r = await splitConversation(coordToken.value, topics)
+    $q.notify({ type: 'positive', message: `${r.count} ticket(s) créé(s) : ${(r.tickets || []).map(x => x.issue).join(', ')}` })
+    splitDialog.value.open = false
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { splitBusy.value = false }
+}
+
+// ── FUSIONNER (merge) : rapatrier une autre conversation (doublon) dans celle-ci ──
+const mergeBusy = ref(false)
+const mergeSearch = ref('')
+const mergeDialog = ref({ open: false, from: null })
+function openMerge () { if (!coordToken.value) return; mergeSearch.value = ''; mergeDialog.value = { open: true, from: null } }
+const mergeCandidates = computed(() => {
+  const cur = coordToken.value
+  const q = mergeSearch.value.trim().toLowerCase()
+  return (discussions.value || []).filter(d => d.token && d.token !== cur).filter(d => {
+    if (!q) return true
+    return [d.customerName, d.email, d.phone].some(x => String(x || '').toLowerCase().includes(q))
+  }).slice(0, 50)
+})
+async function confirmMerge () {
+  if (!mergeDialog.value.from || !coordToken.value) return
+  mergeBusy.value = true
+  try {
+    await mergeConversation(coordToken.value, mergeDialog.value.from)
+    $q.notify({ type: 'positive', message: 'Conversation fusionnée ici.' })
+    mergeDialog.value.open = false
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { mergeBusy.value = false }
+}
+
+// ── Réponses pré-écrites (canned) : insertion dans le brouillon avec variables {{client}} {{agent}} ──
+const cannedList = ref([])
+async function loadCanned () { cannedList.value = await fetchCanned() }
+function insertCanned (c) {
+  const d = activeDiscussion.value
+  const client = (d && (d.customerName || d.email || d.phone)) || 'client'
+  const agent = shortAgent(coordAssignee.value) || 'l\'équipe TARGO'
+  const sub = (s) => String(s || '').replace(/\{\{\s*client\s*\}\}/gi, client).replace(/\{\{\s*agent\s*\}\}/gi, agent)
+  if (isEmailConv.value && c.html) { // réponse RICHE (signature avec images) → insérée telle quelle dans l'éditeur WYSIWYG
+    const html = sub(c.html)
+    draftHtml.value = draftHtml.value ? (draftHtml.value + '<br>' + html) : html
+    return
+  }
+  const body = sub(c.body || '')
+  if (isEmailConv.value) { // canal courriel, réponse texte → conversion sauts de ligne → <br>
+    const htmlBody = body.replace(/&/g, '&amp;').replace(/</g, '&lt;').replace(/\n/g, '<br>')
+    draftHtml.value = draftHtml.value ? (draftHtml.value + '<br>' + htmlBody) : htmlBody
+  } else {
+    draft.value = draft.value ? (draft.value.trimEnd() + '\n' + body) : body
+    nextTick(() => scrollToBottom())
+  }
+}
+// ── Édition EN PLACE d'une réponse/signature (sans passer par Paramètres) ──
+const cannedMailboxes = [{ label: 'Toutes', value: '' }, { label: 'Facturations', value: 'Facturations' }, { label: 'Service à la clientèle', value: 'Service à la clientèle' }, { label: 'Support', value: 'Supports' }, { label: 'Technicien', value: 'Technicien' }]
+const cannedEdit = ref({ open: false, isNew: false, id: '', title: '', mailbox: '', html: '' })
+const cannedSaving = ref(false)
+const cannedUploading = ref(false)
+const cannedFileInput = ref(null)
+function cannedTextToHtml (t) { return String(t || '').replace(/&/g, '&amp;').replace(/</g, '&lt;').replace(/\n/g, '<br>') }
+function cannedHtmlToText (h) { return String(h || '').replace(/<br\s*\/?>/gi, '\n').replace(/<\/(p|div|li|h[1-6])>/gi, '\n').replace(/<[^>]+>/g, '').replace(/&nbsp;/g, ' ').replace(/&amp;/g, '&').trim() }
+function newCanned () { cannedEdit.value = { open: true, isNew: true, id: 'c' + Date.now() + Math.round(Math.random() * 1e5), title: '', mailbox: coordQueue.value || '', html: '' } }
+function editCanned (c) { cannedEdit.value = { open: true, isNew: false, id: c.id, title: c.title || '', mailbox: c.mailbox || '', html: c.html || cannedTextToHtml(c.body) } }
+function pickCannedImage () { if (cannedFileInput.value) { cannedFileInput.value.value = ''; cannedFileInput.value.click() } }
+async function onCannedFile (e) {
+  const f = e.target.files && e.target.files[0]; if (!f) return
+  cannedUploading.value = true
+  try {
+    const data = await new Promise((resolve, reject) => { const fr = new FileReader(); fr.onload = () => resolve(fr.result); fr.onerror = reject; fr.readAsDataURL(f) })
+    const r = await fetch(`${HUB_URL}/campaigns/assets/upload`, { method: 'POST', headers: { 'Content-Type': 'application/json' }, body: JSON.stringify({ name: f.name, data }) })
+    const d = await r.json().catch(() => ({})); if (!r.ok || !d.url) throw new Error(d.error || 'Téléversement échoué')
+    cannedEdit.value.html = (cannedEdit.value.html || '') + `<img src="${d.url}" alt="" style="max-width:280px;height:auto" />`
+  } catch (err) { $q.notify({ type: 'negative', message: err.message }) } finally { cannedUploading.value = false }
+}
+async function saveCannedEdit () {
+  const e = cannedEdit.value
+  if (!String(e.title || '').trim() && !cannedHtmlToText(e.html).trim()) { $q.notify({ type: 'warning', message: 'Titre ou contenu requis.' }); return }
+  cannedSaving.value = true
+  try {
+    const list = cannedList.value.slice()
+    const item = { id: e.id, title: e.title, category: 'Général', mailbox: e.mailbox || '', html: e.html || '', body: cannedHtmlToText(e.html) }
+    const idx = list.findIndex(x => x.id === e.id)
+    if (idx >= 0) list[idx] = item; else list.push(item)
+    if (!(await saveCanned(list))) throw new Error('Échec sauvegarde')
+    cannedList.value = list
+    $q.notify({ type: 'positive', message: e.isNew ? 'Réponse créée' : 'Réponse mise à jour' })
+    cannedEdit.value.open = false
+  } catch (err) { $q.notify({ type: 'negative', message: err.message }) } finally { cannedSaving.value = false }
+}
+async function deleteCannedEdit () {
+  const list = cannedList.value.filter(x => x.id !== cannedEdit.value.id)
+  cannedSaving.value = true
+  try { if (!(await saveCanned(list))) throw new Error('Échec'); cannedList.value = list; $q.notify({ type: 'positive', message: 'Supprimée' }); cannedEdit.value.open = false } catch (err) { $q.notify({ type: 'negative', message: err.message }) } finally { cannedSaving.value = false }
+}
+
+// ── COURRIEL : vue WYSIWYG (iframe sandbox) + réponse riche (q-editor) + lien fiche par courriel ──
+const isEmailConv = computed(() => (activeDiscussion.value?.channel || activeConv.value?.channel) === 'email')
+const draftHtml = ref('')
+
+// ── Diagnostic service/modem du client lié (depuis le courriel) + image attachable à la réponse ──
+const coordCustomer = computed(() => activeConv.value?.customer || activeDiscussion.value?.customer || null)
+const svcStatus = ref(null)
+const svcLoading = ref(false)
+const svcAttaching = ref(false)
+const diagSending = ref(false)
+// NB: la réinit de svcStatus au changement de conversation est fusionnée dans le watch(coordToken) plus bas
+// (coordToken n'est déclaré qu'à la l.~818 — un watch ici lèverait un ReferenceError TDZ au setup → le panneau ne monte plus).
+// Insère un lien de diagnostic libre-service (token signé) dans la réponse — le client voit son état en direct.
+async function sendDiagLink () {
+  if (!coordCustomer.value) return
+  diagSending.value = true
+  try {
+    const r = await fetch(`${HUB_URL}/collab/diag-link?customer=${encodeURIComponent(coordCustomer.value)}`)
+    const d = await r.json(); if (!d.link) throw new Error(d.error || 'lien indisponible')
+    if (isEmailConv.value) draftHtml.value = (draftHtml.value || '') + `<br><p>Vérifiez l'état de votre service en direct : <a href="${d.link}">${d.link}</a></p>`
+    else draft.value = (draft.value ? draft.value.trimEnd() + '\n' : '') + `Vérifiez l'état de votre service en direct : ${d.link}`
+    $q.notify({ type: 'positive', message: 'Lien de diagnostic inséré dans la réponse' })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { diagSending.value = false }
+}
+async function loadServiceStatus () {
+  if (!coordCustomer.value) return
+  svcLoading.value = true; svcStatus.value = null
+  try { const r = await fetch(`${HUB_URL}/collab/service-status?customer=${encodeURIComponent(coordCustomer.value)}`); svcStatus.value = await r.json() } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { svcLoading.value = false }
+}
+function svcColor (o) { return o === true ? 'green-6' : o === false ? 'red-6' : 'grey-5' }
+function svcIcon (o) { return o === true ? 'check_circle' : o === false ? 'cancel' : 'help' }
+// Image (SVG → PNG) propre de l'état du service, pour l'attacher à la réponse (courriel = <img>, SMS = MMS).
+function buildStatusSvg (s) {
+  const esc = (t) => String(t == null ? '' : t).replace(/[<&>]/g, c => ({ '<': '&lt;', '&': '&amp;', '>': '&gt;' }[c]))
+  const W = 520; const devs = (s.devices || []).slice(0, 4)
+  const H = 100 + devs.length * 22 + 28
+  const onCol = (o) => o === true ? '#16a34a' : o === false ? '#dc2626' : '#94a3b8'
+  const sum = s.summary || {}
+  let y = 92
+  const lines = devs.map(d => { const t = `<circle cx="26" cy="${y - 4}" r="4" fill="${onCol(d.online)}"/><text x="40" y="${y}" font-size="13" fill="#334155">${esc(d.serial || 'Modem')} — ${d.online ? 'en ligne' : d.online === false ? 'hors ligne' : 'inconnu'}${d.signal ? ' · signal ' + esc(d.signal) : ''}${d.rxPower != null ? ' (' + d.rxPower + ' dBm)' : ''}</text>`; y += 22; return t }).join('')
+  return `<svg xmlns="http://www.w3.org/2000/svg" width="${W}" height="${H}" viewBox="0 0 ${W} ${H}">`
+    + `<rect width="${W}" height="${H}" rx="12" fill="#ffffff" stroke="#e2e8f0"/>`
+    + `<path d="M0 12 a12 12 0 0 1 12 -12 h${W - 24} a12 12 0 0 1 12 12 v28 h-${W} z" fill="#0e7490"/>`
+    + `<text x="20" y="26" font-size="15" font-weight="bold" fill="#ffffff">État du service — ${esc((s.customer && s.customer.customer_name) || '')}</text>`
+    + `<text x="20" y="62" font-size="12" fill="#64748b">${esc(s.location ? (s.location.address || s.location.name) : '')}</text>`
+    + `<circle cx="26" cy="82" r="6" fill="${onCol(sum.online)}"/><text x="40" y="87" font-size="14" font-weight="bold" fill="#0f172a">${esc(sum.label || '')}${sum.detail ? ' — ' + esc(sum.detail) : ''}</text>`
+    + lines
+    + `<text x="20" y="${H - 12}" font-size="11" fill="#94a3b8">Gigafibre · TARGO — diagnostic du ${esc(new Date().toLocaleString('fr-CA', { dateStyle: 'short', timeStyle: 'short' }))}</text>`
+    + `</svg>`
+}
+function svgToPngDataUrl (svg, w, h) {
+  return new Promise((resolve, reject) => {
+    const img = new Image()
+    const url = URL.createObjectURL(new Blob([svg], { type: 'image/svg+xml;charset=utf-8' }))
+    img.onload = () => {
+      const c = document.createElement('canvas'); c.width = w * 2; c.height = h * 2
+      const ctx = c.getContext('2d'); ctx.scale(2, 2); ctx.fillStyle = '#fff'; ctx.fillRect(0, 0, w, h); ctx.drawImage(img, 0, 0, w, h)
+      URL.revokeObjectURL(url); resolve(c.toDataURL('image/png'))
+    }
+    img.onerror = () => { URL.revokeObjectURL(url); reject(new Error('rendu image échoué')) }
+    img.src = url
+  })
+}
+async function attachStatusImage () {
+  if (!svcStatus.value || !svcStatus.value.found) return
+  svcAttaching.value = true
+  try {
+    const svg = buildStatusSvg(svcStatus.value)
+    const h = Number((svg.match(/height="(\d+)"/) || [])[1]) || 200
+    const dataUrl = await svgToPngDataUrl(svg, 520, h)
+    const up = await fetch(`${HUB_URL}/campaigns/assets/upload`, { method: 'POST', headers: { 'Content-Type': 'application/json' }, body: JSON.stringify({ name: 'etat-service.png', data: dataUrl }) })
+    const d = await up.json(); if (!d.url) throw new Error(d.error || 'upload échoué')
+    if (isEmailConv.value) { draftHtml.value = (draftHtml.value || '') + `<br><img src="${d.url}" alt="État du service" style="max-width:100%;border:1px solid #e2e8f0;border-radius:8px"/>`; $q.notify({ type: 'positive', message: 'Image de l\'état insérée dans le courriel' }) }
+    else { replyMedia.value = d.url; $q.notify({ type: 'positive', message: 'Image de l\'état jointe au texto' }) }
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { svcAttaching.value = false }
+}
+const hasEmailDraft = computed(() => String(draftHtml.value || '').replace(/<[^>]+>/g, '').replace(/&nbsp;/g, ' ').trim().length > 0)
+// Enveloppe le HTML du courriel pour l'iframe : largeur contrainte, liens en nouvel onglet, styles de base. Scripts NEUTRALISÉS par l'attribut sandbox.
+function emailSrcdoc (html) {
+  const safe = String(html || '')
+  return `<!doctype html><html><head><meta charset="utf-8"><base target="_blank"><meta name="viewport" content="width=device-width,initial-scale=1">` +
+    `<style>html,body{margin:0;padding:10px;font-family:-apple-system,Segoe UI,Roboto,Arial,sans-serif;font-size:13px;color:#1e293b;word-break:break-word}img{max-width:100%;height:auto}a{color:#4f46e5}table{max-width:100%}</style>` +
+    `</head><body>${safe}</body></html>`
+}
+const emailExpand = ref({ open: false, html: '', subject: '' })
+function expandEmail (msg) { emailExpand.value = { open: true, html: msg.html || '', subject: activeDiscussion.value?.lastSubject || activeDiscussion.value?.subject || 'Courriel' } }
+
+async function sendEmailReply () {
+  if (!hasEmailDraft.value || !activeToken.value) return
+  sending.value = true
+  try {
+    const html = draftHtml.value
+    const text = html.replace(/<br\s*\/?>(?=)/gi, '\n').replace(/<\/(p|div|li|h[1-6])>/gi, '\n').replace(/<[^>]+>/g, '').replace(/&nbsp;/g, ' ').replace(/&amp;/g, '&').trim()
+    await sendMessage(activeToken.value, text, undefined, html) // envoie le HTML dans le fil Gmail (notifyCustomer)
+    draftHtml.value = ''
+    nextTick(() => scrollToBottom())
+  } catch (e) { $q.notify({ type: 'negative', message: 'Échec envoi : ' + e.message }) } finally { sending.value = false }
+}
+
+// Lier une fiche client (résout par courriel pour le canal email, par téléphone pour le SMS — même UX)
+const linkDialog = ref({ open: false, loading: false, matches: [], query: '' })
+const linkIsEmail = computed(() => isEmailConv.value)
+async function openLink () {
+  const d = activeDiscussion.value; if (!d) return
+  linkDialog.value = { open: true, loading: true, matches: [], query: linkIsEmail.value ? (d.email || '') : (d.phone || '') }
+  await runLinkSearch()
+}
+async function runLinkSearch () {
+  linkDialog.value.loading = true
+  try {
+    const q = linkDialog.value.query
+    linkDialog.value.matches = linkIsEmail.value ? await resolveEmail(q) : await resolvePhone(q)
+  } catch (e) { linkDialog.value.matches = [] } finally { linkDialog.value.loading = false }
+}
+async function doLink (m) {
+  if (!coordToken.value) return
+  try {
+    await linkCustomer(coordToken.value, m.name, m.customer_name || m.name)
+    $q.notify({ type: 'positive', message: `Fiche liée : ${m.customer_name || m.name}` })
+    linkDialog.value.open = false
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+}
+
+// ── PREUVE DE PAIEMENT (OCR) — affiche pour décider ; route vers Facturation ; pas d'écriture auto ──
+const paymentBusy = ref(null)
+const coordPayment = computed(() => activeConv.value?.paymentProof || activeDiscussion.value?.paymentProof || null)
+async function runPayment (msg) {
+  if (!coordToken.value || !msg.media) return
+  paymentBusy.value = msg.id
+  try {
+    const d = await analyzePayment(coordToken.value, msg.media, msg.id)
+    if (!d.payment?.is_payment) $q.notify({ type: 'info', message: 'Aucun paiement clair détecté dans l\'image.' })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { paymentBusy.value = null }
+}
+async function routePaymentToBilling () {
+  if (!coordToken.value) return
+  try {
+    await assignQueue(coordToken.value, 'Facturations')
+    const p = coordPayment.value || {}
+    await addNote(coordToken.value, `💳 Preuve de paiement reçue${p.amount != null ? ' : ' + p.amount + ' ' + (p.currency || 'CAD') : ''}${p.date ? ' (' + p.date + ')' : ''}${p.reference ? ' · réf ' + p.reference : ''}. À vérifier/enregistrer dans F.`)
+    $q.notify({ type: 'positive', message: 'Routé vers Facturation + note ajoutée' })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+}
+
+// ── Coordination shared-inbox : file / claim / notes (lus depuis activeConv|activeDiscussion) ──
+const coordToken = computed(() => activeToken.value || activeDiscussion.value?.token || null)
+const meEmail = computed(() => { try { return useAuthStore().user } catch { return null } })
+// « Vu par » : agents (autres que moi) ayant ouvert la conversation, le plus récent d'abord.
+const readers = computed(() => {
+  const rb = activeConv.value?.readBy || {}
+  return Object.keys(rb).filter(e => e && e !== meEmail.value).map(e => ({ email: e, ...rb[e] })).sort((a, b) => String(b.readAt || '').localeCompare(String(a.readAt || '')))
+})
+// Brouillon d'un AUTRE agent sur cette conversation (miroir temps réel ; null si c'est le mien ou aucun).
+const otherDraft = computed(() => sharedDraft.value[coordToken.value] || null) // handleConvDraft a déjà retiré mon propre onglet (filtre sid)
+const coordQueue = computed(() => activeConv.value?.queue || activeDiscussion.value?.queue || '')
+// Signature SUGGÉRÉE selon la FILE (département) du fil : la réponse pré-écrite dont mailbox === file. One-tap, jamais forcée (le brouillon est partagé → ne pas écraser/diffuser une surprise).
+const suggestedSignature = computed(() => { if (!isEmailConv.value) return null; const q = coordQueue.value; return q ? (cannedList.value.find(c => c.html && c.mailbox === q) || null) : null })
+// Menu « Réponses types » : la signature suggérée remonte en tête.
+const cannedSorted = computed(() => { const s = suggestedSignature.value; return s ? [s, ...cannedList.value.filter(c => c.id !== s.id)] : cannedList.value })
+// Charge les réponses pré-écrites dès l'ouverture d'un fil courriel (pour proposer la signature sans clic).
+watch(isEmailConv, (v) => { if (v && !cannedList.value.length) loadCanned() }, { immediate: true })
+// ── Présence collaborative (style Google Docs) : qui REGARDE / qui RÉPOND (anneau clignotant sur l'avatar) ──
+const typingEmails = computed(() => { const s = new Set(); const d = activeDiscussion.value; if (d && d.conversations) for (const c of d.conversations) { const a = agentTyping.value[c.token]; if (a && a !== meEmail.value) s.add(a) } return s })
+const presence = computed(() => {
+  const map = new Map()
+  for (const r of readers.value) map.set(r.email, { email: r.email, readAt: r.readAt, typing: typingEmails.value.has(r.email) })
+  for (const e of typingEmails.value) if (!map.has(e)) map.set(e, { email: e, readAt: null, typing: true })
+  return Array.from(map.values()).sort((a, b) => (b.typing ? 1 : 0) - (a.typing ? 1 : 0))
+})
+// ── Bouton « Répondre » (Gmail) : composeur masqué jusqu'au clic ; le clic SIGNALE la présence aux collègues (notifyTyping → anneau qui clignote chez eux) ──
+const replyOpen = ref(false)
+const composeEl = ref(null)
+function openReply () { replyOpen.value = true; if (coordToken.value) notifyTyping(coordToken.value); nextTick(() => { try { composeEl.value?.querySelector('textarea, [contenteditable=true]')?.focus() } catch (e) { /* */ } }) }
+// ── Résumé IA du fil (« Summarise this email » de Gmail) — pour l'agent, ne modifie rien ──
+const summaryText = ref('')
+const summaryBusy = ref(false)
+const summaryErr = ref('')
+const summaryHtml = computed(() => String(summaryText.value || '').split('\n').filter(l => l.trim()).map(l => '<div class="sum-li">' + l.replace(/^[•*\-\s]+/, '• ').replace(/\*\*(.+?)\*\*/g, '<b>$1</b>') + '</div>').join(''))
+async function summarizeThread () {
+  if (!coordToken.value) return
+  summaryBusy.value = true; summaryErr.value = ''
+  try { const d = await summarize(coordToken.value); summaryText.value = String(d.summary || '').trim() || 'Rien à résumer.' } catch (e) { summaryErr.value = e.message || 'Résumé indisponible' } finally { summaryBusy.value = false }
+}
+// Créer un ticket À PARTIR du résumé IA (le résumé est mis en tête de la description, le fil complet suit)
+const ticketBusy = ref(false)
+const ticketTypeLabel = computed(() => activeConv.value?.triage?.category || activeDiscussion.value?.triage?.category || coordQueue.value || 'support')
+async function createTicketFromSummary () {
+  if (!coordToken.value || !summaryText.value) return
+  ticketBusy.value = true
+  try {
+    const firstLine = summaryText.value.split('\n').map(l => l.replace(/^[•*\-\s]+/, '').trim()).find(Boolean) || ''
+    const title = activeConv.value?.triage?.suggested_title || firstLine.slice(0, 90) || activeDiscussion.value?.subject || 'Demande client'
+    const category = activeConv.value?.triage?.category || activeDiscussion.value?.triage?.category || 'Support'
+    const r = await createTicket(coordToken.value, { title, category, priority: 'Medium', summary: summaryText.value })
+    $q.notify({ type: 'positive', message: 'Ticket ' + (r.issue || '') + ' créé depuis le résumé' })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { ticketBusy.value = false }
+}
+// ── #3 Mauvais aiguillage : l'IA (triage) classe ce fil dans une file ≠ file actuelle → drapeau + réorientation 1 clic ──
+const QUEUE_OF_AI = { facturation: 'Facturations', vente: 'Service à la clientèle', support: 'Supports', installation: 'Technicien', telephonie: 'Technicien', television: 'Technicien', autre: '' }
+const TYPE_LBL = { facturation: 'Facturation', vente: 'Vente', support: 'Support', installation: 'Installation', telephonie: 'Téléphonie', television: 'Télévision', autre: 'Autre' }
+const triageType = computed(() => activeConv.value?.triage?.type || activeDiscussion.value?.triage?.type || '')
+const aiSuggestedQueue = computed(() => QUEUE_OF_AI[triageType.value] || '')
+const misrouted = computed(() => { const s = aiSuggestedQueue.value; return !!(s && coordQueue.value && s !== coordQueue.value) })
+function rerouteToAI () { if (aiSuggestedQueue.value) setQueue(aiSuggestedQueue.value) }
+function openGroups () { try { window.location.hash = '#/settings' } catch (e) { /* */ } }
+// ── #2 Disponibilité du service : vérifie l'adresse (IA) + la fibre (RQA), prépare un brouillon que l'agent INSÈRE puis envoie (jamais auto-envoyé) ──
+const svcBusy = ref(false)
+const svcResult = ref(null)
+async function checkServiceability () {
+  if (!coordToken.value) return
+  svcBusy.value = true; svcResult.value = null
+  try { svcResult.value = await serviceability(coordToken.value) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { svcBusy.value = false }
+}
+function insertServiceabilityDraft () {
+  const d = svcResult.value; if (!d || !d.draft_text) return
+  replyOpen.value = true
+  if (isEmailConv.value) draftHtml.value = (draftHtml.value ? draftHtml.value + '<br>' : '') + (d.draft_html || '')
+  else draft.value = (draft.value ? draft.value + '\n' : '') + d.draft_text
+  if (coordToken.value) notifyTyping(coordToken.value)
+  $q.notify({ type: 'positive', message: 'Brouillon inséré — relisez puis envoyez' })
+  svcResult.value = null
+}
+const coordAssignee = computed(() => activeConv.value?.assignee || activeDiscussion.value?.assignee || null)
+// Assignation directe + assistants (chips) + état ticket (ouvert/attente/fermé + date)
+const coordAssistants = computed(() => activeConv.value?.assistants || activeDiscussion.value?.assistants || [])
+const coordState = computed(() => activeConv.value?.ticketState || activeDiscussion.value?.ticketState || ((activeConv.value?.status || activeDiscussion.value?.status) === 'closed' ? 'closed' : 'open'))
+const coordPendingUntil = computed(() => activeConv.value?.pendingUntil || activeDiscussion.value?.pendingUntil || '')
+const pendingDateInput = ref('')
+watch(coordPendingUntil, v => { pendingDateInput.value = v || '' }, { immediate: true })
+const agents = ref([])
+const availableAssistants = computed(() => agents.value.filter(a => a !== coordAssignee.value && !coordAssistants.value.includes(a)))
+async function setState (state) { if (!coordToken.value) return; try { await setConvState(coordToken.value, state, state === 'pending' ? (pendingDateInput.value || null) : null) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+async function assignTo (email) { if (!coordToken.value) return; try { await assignConv(coordToken.value, { assignee: email }) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+async function addAssistant (email) { if (!coordToken.value) return; try { await assignConv(coordToken.value, { assistants: [...coordAssistants.value, email] }) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+async function removeAssistant (email) { if (!coordToken.value) return; try { await assignConv(coordToken.value, { assistants: coordAssistants.value.filter(e => e !== email) }) } catch (e) { /* */ } }
+// Accordéon des messages (style Gmail) : ancien replié, dernier déplié, nouvel entrant déplié.
+const expandedMsgs = ref(new Set())
+function isExpanded (m) { return expandedMsgs.value.has(m.id) }
+function toggleMsg (m) { const s = new Set(expandedMsgs.value); s.has(m.id) ? s.delete(m.id) : s.add(m.id); expandedMsgs.value = s }
+function msgWho (m) { return m.from === 'agent' ? (m.via === 'ai' ? 'IA' : 'Nous') : (activeDiscussion.value?.customerName || activeDiscussion.value?.email || 'Client') }
+function msgIcon (m) { return m.html ? 'mail' : m.via === 'sms' ? 'sms' : m.via === 'ai' ? 'smart_toy' : m.media ? 'image' : 'chat' }
+function msgSnippet (m) { const t = String(m.text || '').replace(/^✉️[^\n]*\n+/, '').replace(/\s+/g, ' ').trim(); return t.slice(0, 64) || (m.media ? '[image]' : m.html ? '[courriel]' : '') }
+function cleanBody (t) { return String(t || '').replace(/^✉️[^\n]*\n+/, '') } // retire l'ancien préfixe sujet collé au corps (double en-tête)
+const lastMessageId = computed(() => { const ms = activeDiscussion.value?.messages || []; return ms.length ? ms[ms.length - 1].id : null })
+function expandLast () { const ms = activeDiscussion.value?.messages || []; expandedMsgs.value = new Set(ms.length ? [ms[ms.length - 1].id] : []) }
+watch(coordToken, () => { svcStatus.value = null; expandLast(); replyOpen.value = false; summaryText.value = ''; summaryErr.value = ''; fetchAgents().then(a => { agents.value = a }) })
+watch(() => (activeDiscussion.value?.messages || []).length, (n, o) => { if (n > (o || 0)) { const ms = activeDiscussion.value?.messages || []; if (ms.length) { const s = new Set(expandedMsgs.value); s.add(ms[ms.length - 1].id); expandedMsgs.value = s } } })
+const gmailReplyUrl = computed(() => activeConv.value?.gmailReplyUrl || activeDiscussion.value?.gmailReplyUrl || null)
+const coordNotes = computed(() => activeConv.value?.notes || [])
+const coordSuggested = computed(() => {
+  const s = activeConv.value?.suggestedTicket || activeDiscussion.value?.suggestedTicket
+  const linked = activeConv.value?.linkedTickets || activeDiscussion.value?.linkedTickets || []
+  return (s && !linked.length) ? s : null
+})
+const showNoteInput = ref(false); const noteText = ref('')
+// shortAgent vient de useFormatters (consolidation)
+async function setQueue (q) { if (!coordToken.value) return; try { await assignQueue(coordToken.value, coordQueue.value === q ? '' : q) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+async function doClaim () { if (!coordToken.value) return; try { await claimConv(coordToken.value) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+async function doRelease () { if (!coordToken.value) return; try { await releaseConv(coordToken.value) } catch (e) {} }
+function openGmailReply () { if (gmailReplyUrl.value) window.open(gmailReplyUrl.value, '_blank') }
+async function submitNote () { const t = noteText.value.trim(); if (!t || !coordToken.value) return; try { await addNote(coordToken.value, t); noteText.value = ''; showNoteInput.value = false } catch (e) { $q.notify({ type: 'negative', message: e.message }) } }
+
+// Copilote langage naturel : exécute file/claim/note/ticket + préremplit le BROUILLON de réponse (l'agent valide+envoie).
+const nlText = ref(''); const nlBusy = ref(false)
+async function runNl () {
+  const cmd = nlText.value.trim(); if (!cmd || !coordToken.value) return
+  nlBusy.value = true
+  try {
+    const d = await nlCommand(coordToken.value, cmd)
+    nlText.value = ''
+    const parts = []
+    if (d.applied && d.applied.length) parts.push(d.applied.join(' · '))
+    if (d.draft_reply) { draft.value = d.draft_reply; parts.push('brouillon prêt → révisez et envoyez') }
+    $q.notify({ type: 'positive', icon: 'auto_awesome', message: parts.join(' — ') || d.summary || 'Fait', timeout: 4500 })
+    if (d.draft_reply) await nextTick(() => scrollToBottom())
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { nlBusy.value = false }
+}
+async function submitTicket () {
+  if (!activeToken.value || !ticketDialog.value.title.trim()) return
+  creatingTicket.value = true
+  try {
+    const r = await createTicket(activeToken.value, { title: ticketDialog.value.title.trim(), category: ticketDialog.value.category, priority: ticketDialog.value.priority })
+    ticketDialog.value.open = false
+    $q.notify({ type: 'positive', icon: 'confirmation_number', message: `Ticket ${r.issue} créé`, timeout: 2800 })
+  } catch (e) { $q.notify({ type: 'negative', message: e.message || 'Échec de création', timeout: 4000 }) } finally { creatingTicket.value = false }
+}
+function openTicket (name) { window.open(`${ERP_BASE}/app/issue/${encodeURIComponent(name)}`, '_blank') }
+
+// ── Inbox unifié : filtre (conversations + tickets) + helpers d'affichage des tickets ──
+const inboxFilter = ref('all') // 'all' | 'conv' | 'tickets'
+const hideNoise = ref(true)    // masque le bruit (no-reply/pourriel/auto) par défaut
+const noiseCount = computed(() => discussions.value.filter(d => d.noise).length)
+const shownDiscussions = computed(() => hideNoise.value ? discussions.value.filter(d => !d.noise) : discussions.value)
+function refreshAll () { fetchList(); fetchTickets() }
+function ticketCategory (t) { const m = /^\[([^\]]+)\]/.exec(t.subject || ''); return m ? m[1] : '' }
+function ticketTitle (t) { return String(t.subject || t.name || '').replace(/^\[[^\]]+\]\s*/, '') }
+function ticketColor (t) {
+  const p = String(t.priority || '').toLowerCase()
+  if (p === 'urgent') return 'red-6'
+  if (p === 'high') return 'deep-orange-6'
+  if (String(t.status || '').toLowerCase() === 'on hold') return 'grey-6'
+  return 'teal-6'
+}
+watch(inboxFilter, (v) => { if (v !== 'conv' && !tickets.value.length) fetchTickets() })
+watch(panelOpen, (v) => { if (v) fetchTickets() })
+
+// Libellé « X est en train d'écrire… » pour la discussion ouverte (autre agent OPS).
+function typingLabelFor (d) {
+  if (!d || !d.conversations) return ''
+  for (const c of d.conversations) { const a = agentTyping.value[c.token]; if (a) return a.includes('@') ? a.split('@')[0] : a }
+  return ''
+}
+const typingAgentLabel = computed(() => typingLabelFor(activeDiscussion.value))
+
 const draft = ref('')
 const sending = ref(false)
 const messagesEl = ref(null)
 const archiving = ref(false)
 const bulkDeleting = ref(false)
 
-const showNewDialog = ref(false)
 const newPhone = ref('')
-const newCustomer = ref('')
+const newMessage = ref('')        // texte du texto (chat-style)
+const newMedia = ref('')          // URL image jointe (MMS)
+const newUploading = ref(false)
+const imgInput = ref(null)
 const newCustomerName = ref('')
 const newSubject = ref('')
+const newChannel = ref('sms')   // 'sms' | 'email' — bascule du dialogue « Nouveau »
+watch(newDialogOpen, v => { if (v && newDialogChannel.value) newChannel.value = newDialogChannel.value }) // FAB peut présélectionner le canal
+const newEmail = ref('')        // destinataire courriel (mode email)
 const creating = ref(false)
+const newMatches = ref([])        // fiches trouvées par téléphone
+const newResolving = ref(false)
+const newLinkChoice = ref('')     // fiche choisie (Customer name) quand plusieurs
+// Réponse du fil (compose dans la conversation)
+const replyMedia = ref('')
+const replyUploading = ref(false)
+const replyImgInput = ref(null)
+
+async function uploadImage (file) {
+  const dataUrl = await new Promise((res, rej) => { const r = new FileReader(); r.onload = () => res(r.result); r.onerror = rej; r.readAsDataURL(file) })
+  const r = await fetch(`${HUB_URL}/campaigns/assets/upload`, { method: 'POST', headers: { 'Content-Type': 'application/json' }, body: JSON.stringify({ name: file.name, data: dataUrl }) })
+  const d = await r.json(); if (!d.url) throw new Error(d.error || 'upload'); return d.url
+}
+function pickImage () { if (imgInput.value) imgInput.value.click() }
+async function onImage (e) {
+  const file = e.target.files && e.target.files[0]; if (!file) return
+  newUploading.value = true
+  try { newMedia.value = await uploadImage(file) } catch { $q.notify({ type: 'negative', message: "Échec de l'envoi de l'image" }) }
+  newUploading.value = false; if (imgInput.value) imgInput.value.value = ''
+}
+function pickReplyImage () { if (replyImgInput.value) replyImgInput.value.click() }
+async function onReplyImage (e) {
+  const file = e.target.files && e.target.files[0]; if (!file) return
+  replyUploading.value = true
+  try { replyMedia.value = await uploadImage(file) } catch { $q.notify({ type: 'negative', message: "Échec de l'envoi de l'image" }) }
+  replyUploading.value = false; if (replyImgInput.value) replyImgInput.value.value = ''
+}
+const matchOptions = computed(() => newMatches.value.map(m => ({ label: (m.customer_name || m.name) + (m.territory ? ' · ' + m.territory : (m.email ? ' · ' + m.email : '')), value: m.name })))
+let _resolveT = null
+watch(newPhone, (v) => {
+  if (custPicked.value) return // client déjà choisi via la recherche → on garde le lien
+  const digits = String(v || '').replace(/\D/g, '')
+  newMatches.value = []; newLinkChoice.value = ''
+  if (digits.length < 10) { newResolving.value = false; return }
+  newResolving.value = true
+  clearTimeout(_resolveT)
+  _resolveT = setTimeout(async () => {
+    const m = await resolvePhone(digits); newMatches.value = m
+    if (m.length === 1) { newLinkChoice.value = m[0].name; if (!newCustomerName.value) newCustomerName.value = m[0].customer_name || '' }
+    newResolving.value = false
+  }, 450)
+})
+function resetNew () { newPhone.value = ''; newEmail.value = ''; newMessage.value = ''; newMedia.value = ''; newCustomerName.value = ''; newSubject.value = ''; newMatches.value = []; newLinkChoice.value = ''; custSearch.value = ''; custResults.value = []; custPicked.value = null } // newChannel conservé (dernière préférence)
+
+// Recherche client par texte libre (nom / adresse / téléphone) → résumé contacts → présélection du canal.
+const custSearch = ref(''); const custResults = ref([]); const custSearching = ref(false); const custPicked = ref(null)
+let _custT = null
+function onCustSearch (v) {
+  clearTimeout(_custT); const q = String(v || '').trim()
+  if (q.length < 3) { custResults.value = []; return }
+  _custT = setTimeout(async () => {
+    custSearching.value = true
+    try { const r = await fetch(`${HUB_URL}/collab/customer-search?q=${encodeURIComponent(q)}`); if (r.ok) { const d = await r.json(); custResults.value = d.matches || [] } } catch (e) { custResults.value = [] } finally { custSearching.value = false }
+  }, 350)
+}
+function pickCust (m) {
+  custPicked.value = m; custResults.value = []; custSearch.value = m.customer_name || ''
+  newCustomerName.value = m.customer_name || ''
+  newLinkChoice.value = m.name
+  newMatches.value = [{ name: m.name, customer_name: m.customer_name, territory: m.territory, email: m.email }]
+  if (m.phone) newPhone.value = String(m.phone).replace(/\D/g, '')
+  if (m.email) newEmail.value = m.email
+  newChannel.value = m.can_sms ? 'sms' : (m.email ? 'email' : 'sms') // présélectionne le canal selon ce qui est dispo
+}
+function clearCust () { custPicked.value = null; custSearch.value = ''; custResults.value = []; newLinkChoice.value = ''; newMatches.value = []; newCustomerName.value = '' }
+
+// Libellés d'affichage des files (singulier possible) — la valeur/clé reste le nom réel (= F)
+const queueLabels = ref({})
+function qLabel (q) { return queueLabels.value[q] || q }
+async function loadQueueLabels () { try { const r = await fetch(`${HUB_URL}/conversations/queue-members`); if (r.ok) { const d = await r.json(); queueLabels.value = d.labels || {} } } catch (e) { /* */ } }
 
 onMounted(() => {
   fetchList()
+  fetchTickets()
   connectGlobalSSE()
+  loadQueueLabels()
 })
 
 onUnmounted(() => {
@@ -178,11 +1235,11 @@ onUnmounted(() => {
 
 async function send () {
   const text = draft.value.trim()
-  if (!text || !activeToken.value) return
+  if ((!text && !replyMedia.value) || !activeToken.value) return
   sending.value = true
   try {
-    await sendMessage(activeToken.value, text)
-    draft.value = ''
+    await sendMessage(activeToken.value, text, replyMedia.value || undefined)
+    draft.value = ''; replyMedia.value = ''
     await nextTick()
     scrollToBottom()
   } catch {
@@ -192,23 +1249,42 @@ async function send () {
 }
 
 async function createNew () {
+  const digits = String(newPhone.value).replace(/\D/g, '')
+  if (digits.length < 10) return
   creating.value = true
   try {
-    await startConversation({
-      phone: newPhone.value.trim(),
-      customer: newCustomer.value.trim() || undefined,
-      customerName: newCustomerName.value.trim() || undefined,
-      subject: newSubject.value.trim() || undefined,
-    })
-    showNewDialog.value = false
-    newPhone.value = ''; newCustomer.value = ''; newCustomerName.value = ''; newSubject.value = ''
-    $q.notify({ type: 'positive', message: 'Lien envoye par SMS' })
+    const chosen = newLinkChoice.value || (newMatches.value.length === 1 ? newMatches.value[0].name : '')
+    const chosenName = (newMatches.value.find(m => m.name === chosen) || {}).customer_name || undefined
+    const data = await startConversation({ phone: digits, customer: chosen || undefined, customerName: chosenName, message: newMessage.value.trim() || undefined, media: newMedia.value || undefined })
+    newDialogOpen.value = false; resetNew()
+    $q.notify({ type: 'positive', message: 'Texto envoyé' })
+    // Bascule dans le fil de la conversation (vue messagerie texte) — par token, sinon par téléphone
+    const tok = data && data.token
+    const last10 = digits.slice(-10)
+    const disc = discussions.value.find(d => (tok && d.conversations.some(c => c.token === tok)) ||
+      (d.status === 'active' && d.phone.replace(/\D/g, '').slice(-10) === last10))
+    if (disc) { panelOpen.value = true; openDiscussion(disc); await nextTick(); scrollToBottom() }
   } catch {
-    $q.notify({ type: 'negative', message: 'Erreur de creation' })
+    $q.notify({ type: 'negative', message: 'Erreur d\'envoi' })
   }
   creating.value = false
 }
 
+// Nouveau courriel SORTANT → part de cc@/support@ via Gmail, crée une conversation email suivie + bascule dedans.
+async function createNewEmail () {
+  const to = newEmail.value.trim()
+  if (!/.+@.+\..+/.test(to) || !newMessage.value.trim()) return
+  creating.value = true
+  try {
+    const d = await startEmail({ to, subject: newSubject.value.trim(), body: newMessage.value.trim() })
+    newDialogOpen.value = false; resetNew()
+    $q.notify({ type: 'positive', icon: 'mail', message: 'Courriel envoyé' })
+    const tok = d && d.token
+    if (tok) { await fetchList(); const disc = discussions.value.find(x => (x.token === tok) || x.conversations.some(c => c.token === tok)); if (disc) { panelOpen.value = true; openDiscussion(disc); await nextTick(); scrollToBottom() } }
+  } catch (e) { $q.notify({ type: 'negative', message: e.message || 'Erreur d\'envoi' }) }
+  creating.value = false
+}
+
 function confirmClose () {
   $q.dialog({
     title: 'Fermer la session ?',
@@ -235,6 +1311,31 @@ function confirmDeleteDiscussion (disc) {
     }
   })
 }
+// Quitter le fil après une action terminale (suppr./spam/archive). En PLEIN ÉCRAN (route /communications/c/:token), goBack() vide l'état mais la vue inline n'a pas de liste → elle reste coincée sur un loader. Il faut donc RETOURNER à la boîte.
+function leaveConversation () { goBack(); if (props.inline) router.push('/communications') }
+// Suppression du fil ACTIF par token → côté hub, met aussi les courriels liés à la corbeille Gmail (réversible 30 j).
+function doDelete () {
+  if (!coordToken.value) return
+  const isEmail = isEmailConv.value
+  $q.dialog({
+    title: 'Supprimer la conversation ?',
+    message: isEmail ? 'La conversation est supprimée et les courriels liés sont mis à la corbeille Gmail (réversible 30 j).' : 'Supprimer cette conversation ?',
+    cancel: { flat: true, label: 'Annuler' }, ok: { color: 'red', label: 'Supprimer' },
+  }).onOk(async () => {
+    try { await deleteConvByToken(coordToken.value); $q.notify({ type: 'positive', message: isEmail ? 'Supprimée · courriels → corbeille Gmail' : 'Supprimée' }); leaveConversation() } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+  })
+}
+// Spam → marque le(s) courriel(s) SPAM côté Gmail (Gmail apprend) + retire la conversation de l'Inbox.
+function doSpam () {
+  if (!coordToken.value) return
+  $q.dialog({
+    title: 'Marquer comme spam ?',
+    message: 'Le(s) courriel(s) sont marqués SPAM dans Gmail (Gmail apprend de l\'expéditeur) et la conversation quitte l\'Inbox.',
+    cancel: { flat: true, label: 'Annuler' }, ok: { color: 'orange-9', label: 'Spam' },
+  }).onOk(async () => {
+    try { const d = await spamConv(coordToken.value); $q.notify({ type: 'positive', message: `Spam · ${d.spammed || 0} courriel(s) → Gmail` }); leaveConversation() } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+  })
+}
 
 async function doArchive (disc) {
   $q.dialog({
@@ -247,7 +1348,7 @@ async function doArchive (disc) {
     try {
       const result = await archiveDiscussion(disc)
       $q.notify({ type: 'positive', message: `Archive → ticket ${result.issue}` })
-      goBack()
+      leaveConversation()
     } catch (e) {
       $q.notify({ type: 'negative', message: e.message || 'Erreur d\'archivage' })
     }
@@ -298,8 +1399,15 @@ function scrollToBottom () {
   if (messagesEl.value) messagesEl.value.scrollTop = messagesEl.value.scrollHeight
 }
 
+function openImg (url) { if (url) window.open(url, '_blank', 'noopener') }
+
 watch(() => activeDiscussion.value?.messages?.length, () => nextTick(() => scrollToBottom()))
 
+// Présence : quand l'agent tape une réponse, signale aux autres agents (throttle dans le composable).
+watch(draft, () => { if (activeToken.value) { if (draft.value) notifyTyping(activeToken.value); pushDraft(activeToken.value, '', draft.value) } })
+// Éditeur COURRIEL : diffuse aussi « en train d'écrire » + le brouillon miroir (corrige : avant, seul le champ SMS le faisait)
+watch(draftHtml, () => { if (activeToken.value) { if (hasEmailDraft.value) notifyTyping(activeToken.value); pushDraft(activeToken.value, draftHtml.value, '') } })
+
 function formatTime (ts) {
   if (!ts) return ''
   const d = new Date(ts)
@@ -321,6 +1429,16 @@ function formatDate (dateStr) {
 </script>
 
 <style scoped>
+/* Courriel complet : carte large + iframe sandbox (rendu WYSIWYG) */
+.email-card { width: 100%; border: 1px solid #e2e8f0; border-radius: 10px; background: #fff; overflow: hidden; box-shadow: 0 1px 3px rgba(0,0,0,.05); }
+.email-card-agent { border-color: #c7d2fe; background: #f5f7ff; }
+.email-card-head { display: flex; align-items: center; padding: 5px 10px; background: #f8fafc; border-bottom: 1px solid #eef2f7; }
+.email-card-agent .email-card-head { background: #eef2ff; }
+.email-frame { width: 100%; height: 300px; border: 0; background: #fff; display: block; }
+.pay-card { margin: 6px 8px; padding: 8px 10px; border: 1px solid #bbf7d0; background: #f0fdf4; border-radius: 8px; }
+.pay-card-no { border-color: #e2e8f0; background: #f8fafc; }
+.email-editor { border: 1px solid #e2e8f0; border-radius: 8px; }
+.email-editor :deep(.q-editor__content) { font-size: .85rem; min-height: 6rem; }
 .conv-toolbar {
   background: #fff;
   border-bottom: 1px solid #e2e8f0;
@@ -344,21 +1462,81 @@ function formatDate (dateStr) {
   gap: 6px;
   height: calc(100vh - 100px);
 }
-.conv-msg { display: flex; }
+.conv-msg { display: block; width: 100%; } /* accordéon → message pleine largeur (l'alignement bulle est géré dans .msg-body) */
 .conv-msg-customer { justify-content: flex-start; }
 .conv-msg-agent { justify-content: flex-end; }
 .conv-msg-system { justify-content: center; }
+/* En-tête repliable (accordéon style Gmail) */
+.msg-head { display: block; width: 100%; padding: 5px 8px; cursor: pointer; border-radius: 6px; transition: background .12s; }
+.msg-head:hover { background: #f1f5f9; }
+.msg-head-open { background: #eef2ff; }
+.msg-head-line1 { font-size: 0.82rem; line-height: 1.2; }
+.msg-who { font-weight: 600; color: #1e293b; }
+.msg-time { color: #94a3b8; font-size: 0.72rem; white-space: nowrap; }
+/* Aperçu juste SOUS le nom (indenté au niveau du nom, après l'icône) — style Gmail */
+.msg-snippet { color: #64748b; font-size: 0.78rem; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; padding-left: 22px; margin-top: 1px; }
+.msg-body { padding: 2px 0 6px; }
+.conv-msg-agent .msg-body { display: flex; justify-content: flex-end; }
+.conv-msg-customer .msg-body { display: flex; justify-content: flex-start; }
+.coord-bar3 { display: flex; align-items: center; gap: 6px; padding: 4px 8px; background: #f8fafc; border-bottom: 1px solid #e2e8f0; }
+.coord-assist { display: flex; align-items: center; flex-wrap: wrap; gap: 4px; padding: 2px 8px 5px; background: #f8fafc; border-bottom: 1px solid #e2e8f0; }
+
+/* Coordination shared-inbox */
+.coord-bar { display: flex; align-items: center; flex-wrap: wrap; gap: 4px; padding: 5px 8px; background: #f8fafc; border-bottom: 1px solid #e2e8f0; }
+.coord-bar2 { display: flex; align-items: center; flex-wrap: wrap; gap: 6px; padding: 3px 8px; background: #f8fafc; border-bottom: 1px solid #e2e8f0; }
+.svc-bar { padding: 6px 9px; background: #ecfeff; border-bottom: 1px solid #cffafe; }
+.coord-lbl { font-size: 0.68rem; font-weight: 700; color: #94a3b8; text-transform: uppercase; margin-right: 2px; }
+/* #3 Bandeau mauvais aiguillage (triage IA ≠ file actuelle) */
+.coord-misroute { display: flex; align-items: center; gap: 4px; flex-wrap: wrap; padding: 6px 12px; background: #fff7ed; border-bottom: 1px solid #fed7aa; font-size: 0.8rem; color: #9a3412; }
+.coord-notes { padding: 6px 10px; background: #fffbeb; border-top: 1px solid #fde68a; max-height: 120px; overflow-y: auto; }
+.coord-note { font-size: 0.78rem; color: #78350f; line-height: 1.45; }
+.coord-note b { color: #92400e; }
+.coord-note-toggle { padding: 2px 6px; background: #fff; border-top: 1px solid #f1f5f9; text-align: left; }
+.coord-nl { padding: 5px 8px; background: #faf5ff; border-bottom: 1px solid #e9d5ff; }
+.noise-toggle { padding: 2px 8px 4px; text-align: right; }
 
 .conv-bubble { max-width: 85%; padding: 8px 12px; border-radius: 12px; font-size: 0.85rem; line-height: 1.4; word-break: break-word; }
 .conv-msg-customer .conv-bubble { background: #f1f5f9; color: #1e293b; border-bottom-left-radius: 3px; }
 .conv-msg-agent .conv-bubble { background: #4f46e5; color: #fff; border-bottom-right-radius: 3px; }
 .conv-msg-system .conv-bubble { background: transparent; color: #94a3b8; font-size: 0.75rem; }
 
+.conv-img { max-width: 220px; max-height: 240px; border-radius: 8px; display: block; cursor: pointer; margin-bottom: 4px; }
 .conv-sender { font-size: 0.65rem; font-weight: 600; opacity: 0.7; margin-bottom: 2px; }
 .conv-meta { font-size: 0.65rem; opacity: 0.6; margin-top: 3px; text-align: right; }
 .conv-via { background: rgba(0,0,0,0.08); padding: 1px 3px; border-radius: 2px; font-size: 0.6rem; margin-right: 3px; }
 .conv-msg-agent .conv-via { background: rgba(255,255,255,0.2); }
 .conv-via.ai { background: rgba(255,255,255,0.25); }
 
+.conv-typing-line { padding: 4px 12px; font-size: 0.78rem; color: #0d9488; display: flex; align-items: center; gap: 4px; background: #f0fdfa; border-top: 1px solid #ccfbf1; }
 .conv-compose { padding: 8px 10px; border-top: 1px solid #e2e8f0; background: #fff; }
+.conv-compose-typing { box-shadow: inset 0 3px 0 0 #14b8a6; animation: convTypingPulse 1.1s ease-in-out infinite; }
+@keyframes convTypingPulse { 0%, 100% { box-shadow: inset 0 3px 0 0 #14b8a6; } 50% { box-shadow: inset 0 3px 0 0 #99f6e4; } }
+.coord-readers { padding: 3px 12px 0; }
+.coord-reader-av { font-weight: 600; margin-right: 2px; }
+/* Présence « en train de répondre » : anneau teal qui pulse autour de l'avatar (style Google Docs) */
+.coord-reader-av.presence-typing { box-shadow: 0 0 0 2px #fff, 0 0 0 4px #14b8a6; animation: presencePulse 1.1s ease-in-out infinite; }
+@keyframes presencePulse { 0%, 100% { box-shadow: 0 0 0 2px #fff, 0 0 0 4px #14b8a6; } 50% { box-shadow: 0 0 0 2px #fff, 0 0 0 6px rgba(20, 184, 166, .3); } }
+/* Résumé IA (style Gmail « Summarise this email ») */
+.conv-summary-zone { padding: 6px 12px 0; }
+.conv-summary-card { background: #faf5ff; border: 1px solid #e9d5ff; border-radius: 10px; padding: 8px 12px; font-size: .82rem; color: #4b3a66; }
+.conv-summary-body :deep(.sum-li) { margin: 2px 0; line-height: 1.38; }
+/* #2 Carte disponibilité (fibre RQA) */
+.conv-svc-card { margin-top: 6px; border-radius: 10px; padding: 8px 12px; font-size: .82rem; border: 1px solid #e2e8f0; }
+.conv-svc-card.svc-yes { background: #f0fdf4; border-color: #bbf7d0; color: #166534; }
+.conv-svc-card.svc-no { background: #fef2f2; border-color: #fecaca; color: #991b1b; }
+.conv-svc-card.svc-warn { background: #fffbeb; border-color: #fde68a; color: #92400e; }
+/* CTA Répondre (Gmail) */
+.conv-reply-cta { padding: 10px 12px; border-top: 1px solid #eef1f6; }
+.coord-draft-mirror { margin: 4px 10px 0; border: 1px solid #c7d2fe; border-left: 3px solid #6366f1; border-radius: 8px; background: #eef2ff; padding: 6px 10px; }
+.coord-draft-head { font-size: 0.72rem; color: #4338ca; display: flex; align-items: center; gap: 4px; margin-bottom: 2px; }
+.coord-draft-body { font-size: 0.82rem; color: #334155; max-height: 120px; overflow-y: auto; }
+/* Plein écran : colonne flex qui remplit la hauteur ; le fil défile, le composeur reste en bas */
+.conv-fullpage { display: flex; flex-direction: column; width: 100%; background: #fff; min-height: 0; }
+.conv-fullpage .conv-messages { flex: 1 1 auto; overflow-y: auto; height: auto; min-height: 0; }
+/* Le DERNIER message (déplié) s'étire pour occuper l'espace libre — le courriel remplit, le composeur reste accessible en bas */
+.conv-fullpage .conv-msg.msg-fill { flex: 1 1 auto; display: flex; flex-direction: column; min-height: 280px; }
+.conv-fullpage .msg-fill .msg-body { flex: 1 1 auto; display: flex; min-height: 0; }
+.conv-fullpage .msg-fill .email-card { flex: 1 1 auto; display: flex; flex-direction: column; }
+.conv-fullpage .msg-fill .email-frame { flex: 1 1 auto; height: auto; }
+.conv-loading { display: flex; flex-direction: column; align-items: center; justify-content: center; gap: 8px; height: 50vh; color: #94a3b8; font-size: 0.9rem; }
 </style>
diff --git a/apps/ops/src/components/shared/MessageList.vue b/apps/ops/src/components/shared/MessageList.vue
new file mode 100644
index 0000000..f1191b5
--- /dev/null
+++ b/apps/ops/src/components/shared/MessageList.vue
@@ -0,0 +1,323 @@
+<template>
+  <div class="mlist" :class="{ 'mlist-compact': compact }">
+    <div class="mlist-head">
+      <q-input v-model="search" dense outlined clearable debounce="200" placeholder="Rechercher (nom, courriel, sujet…)" class="mlist-search">
+        <template #prepend><q-icon name="search" size="18px" /></template>
+      </q-input>
+      <q-btn flat dense round :icon="compact ? 'density_small' : 'density_medium'" size="sm" @click="toggleDensity"><q-tooltip>{{ compact ? 'Affichage confortable' : 'Affichage compact' }}</q-tooltip></q-btn>
+      <q-btn flat dense round :icon="notifyEnabled ? 'notifications_active' : 'notifications_none'" :color="notifyEnabled ? 'indigo-6' : 'grey-6'" size="sm" @click="toggleNotify"><q-tooltip>{{ notifyEnabled ? 'Notifications navigateur activées' : 'Activer les notifications de nouveaux courriels' }}</q-tooltip></q-btn>
+      <q-btn flat dense round icon="refresh" size="sm" :loading="loading" @click="fetchList" />
+    </div>
+
+    <!-- Case « tout cocher » + filtres OU actions de lot DANS LA MÊME LIGNE (hauteur constante → pas de décalage au clic) -->
+    <div class="mlist-tabs">
+      <q-checkbox dense size="xs" class="mlist-allcb" :model-value="headState" @update:model-value="toggleAll"><q-tooltip>{{ checked.size ? 'Tout décocher' : 'Tout cocher' }}</q-tooltip></q-checkbox>
+      <template v-if="checked.size">
+        <span class="text-weight-medium text-grey-8">{{ checked.size }} sélectionné(s)</span>
+        <q-space />
+        <q-btn dense flat no-caps size="sm" color="teal-7" icon="confirmation_number" label="→ Ticket" :loading="batchBusy">
+          <q-menu auto-close>
+            <q-list dense style="min-width:190px">
+              <q-item-label header class="q-py-xs">Créer un ticket dans…</q-item-label>
+              <q-item v-for="dep in TICKET_DEPTS" :key="dep.cat" clickable @click="batchTicket(dep)">
+                <q-item-section avatar><q-icon :name="dep.icon" :color="dep.color" size="18px" /></q-item-section>
+                <q-item-section>{{ dep.label }}</q-item-section>
+              </q-item>
+            </q-list>
+          </q-menu>
+        </q-btn>
+        <q-btn dense flat no-caps size="sm" color="grey-7" icon="archive" label="Archiver" :loading="batchBusy" @click="batchArchive" />
+        <q-btn dense flat no-caps size="sm" color="red-6" icon="delete" label="Supprimer" :loading="batchBusy" @click="batchDelete" />
+        <q-btn dense flat round size="sm" icon="close" @click="checked = new Set()"><q-tooltip>Annuler la sélection</q-tooltip></q-btn>
+      </template>
+      <template v-else>
+        <q-chip dense clickable size="sm" :color="sel.size === 0 ? 'indigo-6' : 'grey-3'" :text-color="sel.size === 0 ? 'white' : 'grey-8'" @click="toggle('all')">
+          Tous<span class="mlist-cnt">{{ visible.length }}</span>
+        </q-chip>
+        <q-chip v-for="f in chips" :key="f.key" dense clickable size="sm"
+          :color="sel.has(f.key) ? 'indigo-6' : 'grey-3'" :text-color="sel.has(f.key) ? 'white' : 'grey-8'"
+          @click="toggle(f.key)">
+          {{ f.label }}<span v-if="f.count" class="mlist-cnt">{{ f.count }}</span>
+        </q-chip>
+      </template>
+    </div>
+
+    <div class="mlist-body">
+      <div v-for="d in shown" :key="d.id" class="mrow" :class="{ 'mrow-unread': isUnread(d), 'mrow-checked': checked.has(d.id) }" @click="open(d)">
+        <q-checkbox :model-value="checked.has(d.id)" dense size="xs" class="mrow-cb" @click.stop @update:model-value="toggleCheck(d.id)" />
+        <!-- icône de canal seulement pour SMS/chat/Facebook ; pour le courriel (cas par défaut) elle est redondante -->
+        <q-icon v-if="d.channel && d.channel !== 'email'" :name="chanIcon(d.channel)" :color="chanColor(d.channel)" size="17px" class="mrow-chan" />
+        <!-- Ligne unique pleine largeur (style Gmail) : Nom · file · Sujet — aperçu · indicateurs · heure -->
+        <span class="mrow-name">{{ d.customerName || d.email || d.phone || 'Inconnu' }}</span>
+        <span v-if="replyInfo(d).count > 1" class="mrow-count">{{ replyInfo(d).count }}</span>
+        <q-badge v-if="d.queue" class="mrow-tag" color="blue-grey-1" text-color="blue-grey-8">{{ qLabel(d.queue) }}</q-badge>
+        <div class="mrow-subject"><span v-if="subj(d)" class="mrow-subj-strong">{{ subj(d) }}</span><span class="mrow-snip">{{ subj(d) && snip(d) ? ' — ' : '' }}{{ snip(d) }}</span></div>
+        <div class="mrow-right">
+          <q-icon v-if="replyInfo(d).client" name="reply" size="14px" color="teal-6" class="mrow-rep"><q-tooltip>Le client a répondu</q-tooltip></q-icon>
+          <q-icon v-if="replyInfo(d).team" name="forum" size="13px" color="indigo-5" class="mrow-rep"><q-tooltip>Un collègue a répondu</q-tooltip></q-icon>
+          <span v-if="typingLabel(d)" class="mrow-typing"><q-icon name="edit" size="11px" /> {{ typingLabel(d) }}</span>
+          <ReaderStack :readers="readersOf(d)" :me="meEmail" :max="3" :size="17" />
+          <span class="mrow-time">{{ relTime(lastTs(d)) }}</span>
+        </div>
+        <!-- Actions au survol (style Gmail) : répondre / classer en ticket par dépt / archiver / supprimer -->
+        <div class="mrow-actions" @click.stop>
+          <q-spinner v-if="rowBusy === d.id" size="18px" color="indigo-6" />
+          <template v-else>
+            <q-btn flat dense round size="sm" icon="reply" color="grey-7" @click.stop="open(d)"><q-tooltip>Répondre (ouvrir le fil)</q-tooltip></q-btn>
+            <q-btn flat dense round size="sm" icon="confirmation_number" color="teal-7">
+              <q-tooltip>Classer en ticket…</q-tooltip>
+              <q-menu auto-close anchor="bottom right" self="top right">
+                <q-list dense style="min-width:190px">
+                  <q-item-label header class="q-py-xs">Créer un ticket dans…</q-item-label>
+                  <q-item v-for="dep in TICKET_DEPTS" :key="dep.cat" clickable @click="ticketTo(d, dep)">
+                    <q-item-section avatar><q-icon :name="dep.icon" :color="dep.color" size="18px" /></q-item-section>
+                    <q-item-section>{{ dep.label }}</q-item-section>
+                  </q-item>
+                </q-list>
+              </q-menu>
+            </q-btn>
+            <q-btn flat dense round size="sm" icon="filter_alt" color="blue-grey-6" @click.stop="openFilterLike(d)"><q-tooltip>Filtrer les messages comme celui-ci (masquer / afficher)…</q-tooltip></q-btn>
+            <q-btn flat dense round size="sm" icon="archive" color="grey-7" @click.stop="quickArchive(d)"><q-tooltip>Archiver (retirer de la boîte)</q-tooltip></q-btn>
+            <q-btn flat dense round size="sm" icon="delete" color="red-4" @click.stop="quickDelete(d)"><q-tooltip>Supprimer</q-tooltip></q-btn>
+          </template>
+        </div>
+      </div>
+      <div v-if="!shown.length" class="mlist-empty">Aucune conversation{{ sel.size || search ? ' (filtre actif)' : '' }}</div>
+    </div>
+
+    <!-- « Filtrer les messages comme celui-ci » : crée une règle masquer/afficher (style Gmail) -->
+    <q-dialog v-model="filterDialog.open">
+      <q-card style="min-width:340px;max-width:92vw">
+        <q-card-section class="row items-center q-pb-none"><q-icon name="filter_alt" color="blue-grey-6" size="20px" class="q-mr-sm" /><span class="text-subtitle1 text-weight-bold">Filtrer les messages comme celui-ci</span></q-card-section>
+        <q-card-section>
+          <div class="text-caption text-grey-7 q-mb-sm">Les messages correspondants (futurs <b>et déjà reçus</b>) seront <b>{{ filterDialog.action === 'mask' ? 'masqués de la boîte' : 'toujours affichés' }}</b>.</div>
+          <q-option-group :model-value="filterDialog.field" @update:model-value="onFilterField" inline dense color="indigo-6" :options="[{ label: 'Expéditeur', value: 'from' }, { label: 'Sujet', value: 'subject' }]" />
+          <q-input dense outlined v-model="filterDialog.contains" class="q-mt-sm" :label="filterDialog.field === 'from' ? 'Expéditeur contient' : 'Sujet contient'" hint="Courriel complet, domaine (ex. targo.ca) ou mot-clé" />
+          <q-option-group v-model="filterDialog.action" inline dense color="indigo-6" class="q-mt-md" :options="[{ label: 'Masquer', value: 'mask' }, { label: 'Toujours afficher', value: 'allow' }]" />
+        </q-card-section>
+        <q-card-actions align="right">
+          <q-btn flat no-caps label="Annuler" v-close-popup />
+          <q-btn unelevated no-caps color="indigo-6" icon="check" label="Créer la règle" @click="doSaveFilter" />
+        </q-card-actions>
+      </q-card>
+    </q-dialog>
+  </div>
+</template>
+
+<script setup>
+import { ref, computed, onMounted } from 'vue'
+import { useQuasar } from 'quasar'
+import { useConversations } from 'src/composables/useConversations'
+import { useAuthStore } from 'src/stores/auth'
+import { relTime } from 'src/composables/useFormatters'
+import { useRouter } from 'vue-router'
+import ReaderStack from './ReaderStack.vue'
+
+const $q = useQuasar()
+const router = useRouter()
+const { discussions, QUEUES, fetchList, loading, openDiscussion, panelOpen, agentTyping, bulkDelete, bulkArchive, createTicket, archiveDiscussion, notifyEnabled, requestNotifyPermission, fetchInboxRules, saveInboxRules } = useConversations()
+// « Filtrer comme ceci » (style Gmail) : crée une règle masquer/afficher par expéditeur ou sujet
+const filterDialog = ref({ open: false, field: 'from', contains: '', action: 'mask', srcEmail: '', srcSubject: '' })
+function openFilterLike (d) { filterDialog.value = { open: true, field: 'from', contains: d.email || d.customerName || '', action: 'mask', srcEmail: d.email || '', srcSubject: subj(d) || '' } }
+function onFilterField (v) { filterDialog.value.field = v; filterDialog.value.contains = v === 'from' ? filterDialog.value.srcEmail : filterDialog.value.srcSubject }
+async function doSaveFilter () {
+  const f = filterDialog.value
+  if (!String(f.contains || '').trim()) { $q.notify({ type: 'warning', message: 'Précisez un texte à filtrer.' }); return }
+  try {
+    const rules = await fetchInboxRules()
+    rules.push({ id: 'r' + Date.now(), field: f.field, contains: String(f.contains).trim(), action: f.action })
+    const r = await saveInboxRules(rules)
+    $q.notify({ type: 'positive', message: (f.action === 'mask' ? 'Règle : masquer' : 'Règle : toujours afficher') + ` « ${f.contains} »` + (r.retro ? ` · ${r.retro} conv. mise(s) à jour` : '') })
+    filterDialog.value.open = false
+  } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+}
+async function toggleNotify () {
+  if (notifyEnabled.value) { $q.notify({ type: 'info', message: 'Pour les désactiver, utilisez les réglages de notification du navigateur.' }); return }
+  const ok = await requestNotifyPermission()
+  $q.notify({ type: ok ? 'positive' : 'warning', message: ok ? 'Notifications activées — alerte à chaque nouveau courriel.' : 'Refusé — autorisez les notifications dans le navigateur.' })
+}
+const meEmail = computed(() => { try { return useAuthStore().user } catch { return null } })
+
+const sel = ref(new Set())     // filtres cumulables (départements OU entre eux ; unread/mine = ET)
+const search = ref('')
+const compact = ref(false); try { compact.value = localStorage.getItem('mlist-density') === 'compact' } catch (e) { /* */ }
+function toggleDensity () { compact.value = !compact.value; try { localStorage.setItem('mlist-density', compact.value ? 'compact' : '') } catch (e) { /* */ } }
+const checked = ref(new Set()) // ids de discussions cochées (batch)
+const batchBusy = ref(false)
+
+const QLABELS = { Facturations: 'Facturation', 'Service à la clientèle': 'Service client', Supports: 'Support', Technicien: 'Technicien' }
+function qLabel (q) { return QLABELS[q] || q }
+function chanIcon (c) { return c === 'email' ? 'mail' : c === 'webchat' ? 'forum' : c === 'facebook' ? 'chat' : 'sms' }
+function chanColor (c) { return c === 'email' ? 'red-5' : c === 'webchat' ? 'purple-5' : c === 'facebook' ? 'blue-6' : 'teal-6' }
+function lastTs (d) { return d.lastMessage && d.lastMessage.ts }
+function subjectOf (d) { return d.subject || (d.lastMessage && (d.lastMessage.text || '')) || '—' }
+function subj (d) { const s = d.subject; return (s && s !== '(courriel)') ? s : '' } // ligne de sujet (vide pour SMS/chat)
+function snip (d) { return String((d.lastMessage && d.lastMessage.text) || '').replace(/^✉️[^\n]*\n+/, '').replace(/\s+/g, ' ').trim() } // aperçu du dernier message
+function discToken (d) { const a = (d.conversations || []).find(c => c.status === 'active'); return (a && a.token) || d.token || ((d.conversations || [])[0] || {}).token || null }
+
+function isUnread (d) {
+  if (!d.lastMessage || d.lastMessage.from === 'agent') return false
+  const mine = (d.readBy || {})[meEmail.value]
+  if (!mine) return true
+  return !mine.lastTs || String(mine.lastTs) < String(d.lastMessage.ts)
+}
+function readersOf (d) {
+  const rb = d.readBy || {}
+  return Object.keys(rb).map(e => ({ email: e, readAt: rb[e] && rb[e].readAt })).sort((a, b) => String(b.readAt || '').localeCompare(String(a.readAt || '')))
+}
+function typingLabel (d) {
+  for (const c of (d.conversations || [])) { const a = agentTyping.value[c.token]; if (a) return a.includes('@') ? a.split('@')[0] : a }
+  return ''
+}
+// Indicateurs « il y a eu des réponses » : nb total de messages + un collègue (agent) a répondu + le client a répondu (≥2 msgs client)
+function replyInfo (d) {
+  const ms = d.messages || []
+  return { count: d.messageCount || ms.length, team: ms.some(m => m.from === 'agent'), client: ms.filter(m => m.from === 'customer').length > 1 }
+}
+function matchSearch (d, q) {
+  return [d.customerName, d.email, d.phone, d.subject, d.lastMessage && d.lastMessage.text].some(x => String(x || '').toLowerCase().includes(q))
+}
+
+const CH_LABELS = { email: 'Courriel', sms: 'SMS', webchat: 'Chat web', facebook: 'Messenger' }
+// Vue « Masqués » : affiche les conversations masquées (noise) au lieu de l'inbox normale
+const maskedMode = computed(() => sel.value.has('masked'))
+const visible = computed(() => (discussions.value || []).filter(d => d.status === 'active' && (maskedMode.value ? !!d.noise : !d.noise)))
+const maskedCount = computed(() => (discussions.value || []).filter(d => d.status === 'active' && d.noise).length)
+const chips = computed(() => {
+  const base = [
+    { key: 'unread', label: 'Non lus', count: visible.value.filter(isUnread).length },
+    { key: 'mine', label: 'À moi', count: visible.value.filter(d => d.assignee === meEmail.value).length },
+  ]
+  for (const q of QUEUES) base.push({ key: q, label: qLabel(q), count: visible.value.filter(d => (d.queue || '') === q).length })
+  // Filtre par CANAL — seulement si plusieurs canaux présents (sinon inutile dans une boîte tout-courriel)
+  const chans = [...new Set(visible.value.map(d => d.channel || 'email'))]
+  if (chans.length > 1) for (const ch of chans) base.push({ key: 'ch:' + ch, label: CH_LABELS[ch] || ch, count: visible.value.filter(d => (d.channel || 'email') === ch).length })
+  if (maskedCount.value) base.push({ key: 'masked', label: '🔇 Masqués', count: maskedCount.value }) // voir ce qui est filtré/masqué
+  return base
+})
+function toggle (k) {
+  const s = new Set(sel.value)
+  if (k === 'all') s.clear()
+  else if (s.has(k)) s.delete(k); else s.add(k)
+  sel.value = s
+}
+const shown = computed(() => {
+  const q = search.value.trim().toLowerCase()
+  const depts = [...sel.value].filter(k => QUEUES.includes(k))
+  const chans = [...sel.value].filter(k => k.startsWith('ch:')).map(k => k.slice(3))
+  const needU = sel.value.has('unread'); const needM = sel.value.has('mine')
+  return visible.value.filter(d => {
+    if (depts.length && !depts.includes(d.queue || '')) return false
+    if (chans.length && !chans.includes(d.channel || 'email')) return false
+    if (needU && !isUnread(d)) return false
+    if (needM && d.assignee !== meEmail.value) return false
+    if (q && !matchSearch(d, q)) return false
+    return true
+  }).sort((a, b) => String(lastTs(b) || '').localeCompare(String(lastTs(a) || '')))
+})
+
+function toggleCheck (id) { const s = new Set(checked.value); s.has(id) ? s.delete(id) : s.add(id); checked.value = s }
+const checkedDiscs = computed(() => shown.value.filter(d => checked.value.has(d.id)))
+// Case maîtresse « tout cocher » : true=tout, null=indéterminé (partiel), false=rien
+const allChecked = computed(() => shown.value.length > 0 && shown.value.every(d => checked.value.has(d.id)))
+const headState = computed(() => checked.value.size ? (allChecked.value ? true : null) : false)
+function toggleAll () { if (allChecked.value) { checked.value = new Set() } else { const s = new Set(); shown.value.forEach(d => s.add(d.id)); checked.value = s } }
+async function batchDelete () {
+  if (!checkedDiscs.value.length) return
+  $q.dialog({ title: 'Supprimer', message: `Supprimer ${checkedDiscs.value.length} conversation(s) ? (courriels liés → corbeille Gmail)`, cancel: true, ok: { label: 'Supprimer', color: 'negative' } }).onOk(async () => {
+    batchBusy.value = true
+    try { await bulkDelete(checkedDiscs.value); $q.notify({ type: 'positive', message: 'Supprimé.' }); checked.value = new Set() } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { batchBusy.value = false }
+  })
+}
+async function batchTicket (dep) {
+  const list = checkedDiscs.value.slice()
+  if (!list.length) return
+  batchBusy.value = true
+  let ok = 0
+  for (const d of list) {
+    const tok = discToken(d); if (!tok) continue
+    try { await createTicket(tok, { title: subjectOf(d).slice(0, 90), category: dep.cat, priority: 'Medium' }); ok++ } catch (e) { /* continue */ }
+  }
+  try { await bulkArchive(list) } catch (e) { /* */ } // retire de la boîte ; les tickets suivent le travail
+  batchBusy.value = false
+  checked.value = new Set()
+  $q.notify({ type: ok ? 'positive' : 'negative', message: `${ok} ticket(s) « ${dep.label} » créé(s) · conversations archivées.` })
+}
+async function batchArchive () {
+  const list = checkedDiscs.value.slice()
+  if (!list.length) return
+  batchBusy.value = true
+  try { await bulkArchive(list); $q.notify({ type: 'positive', message: `${list.length} archivé(s).` }); checked.value = new Set() } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { batchBusy.value = false }
+}
+
+// Actions au survol (style Gmail) : répondre / classer en ticket par département / archiver / supprimer
+const TICKET_DEPTS = [
+  { label: 'Support technique', cat: 'Support', icon: 'build', color: 'indigo-6' },
+  { label: 'Facturation', cat: 'Facturation', icon: 'receipt_long', color: 'green-7' },
+  { label: 'Service client', cat: 'Service client', icon: 'support_agent', color: 'blue-6' },
+  { label: 'Installation', cat: 'Installation', icon: 'cable', color: 'deep-orange-6' },
+]
+const rowBusy = ref(null)
+async function ticketTo (d, dep) {
+  const tok = discToken(d); if (!tok) return
+  rowBusy.value = d.id
+  try { await createTicket(tok, { title: subjectOf(d).slice(0, 90), category: dep.cat, priority: 'Medium' }); await archiveDiscussion(d); $q.notify({ type: 'positive', message: 'Ticket « ' + dep.label + ' » créé — conversation archivée' }) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { rowBusy.value = null }
+}
+async function quickArchive (d) {
+  rowBusy.value = d.id
+  try { await archiveDiscussion(d); $q.notify({ type: 'positive', message: 'Archivé' }) } catch (e) { $q.notify({ type: 'negative', message: e.message }) } finally { rowBusy.value = null }
+}
+function quickDelete (d) {
+  $q.dialog({ title: 'Supprimer', message: 'Supprimer cette conversation ? (courriels liés → corbeille Gmail)', cancel: true, ok: { label: 'Supprimer', color: 'negative' } }).onOk(async () => {
+    try { await bulkDelete([d]); $q.notify({ type: 'positive', message: 'Supprimé' }) } catch (e) { $q.notify({ type: 'negative', message: e.message }) }
+  })
+}
+function open (d) { const tok = discToken(d); if (tok) router.push('/communications/c/' + tok); else { panelOpen.value = true; openDiscussion(d) } }
+onMounted(() => { if (!discussions.value || !discussions.value.length) fetchList() })
+</script>
+
+<style scoped>
+/* Pleine hauteur ; largeur PLAFONNÉE à une taille confortable (ni étriquée, ni étirée à l'infini sur grand écran), ancrée à gauche */
+.mlist { display: flex; flex-direction: column; height: calc(100vh - 50px); max-width: 1280px; }
+.mlist-head { display: flex; align-items: center; gap: 6px; padding: 8px 12px 4px; }
+.mlist-search { flex: 1; max-width: 520px; }
+/* Une SEULE ligne (les puces défilent horizontalement si trop nombreuses) → hauteur constante, donc la sélection ne décale jamais la liste */
+.mlist-tabs { display: flex; flex-wrap: nowrap; align-items: center; gap: 4px; padding: 6px 12px; border-bottom: 1px solid var(--ops-border, #e2e8f0); overflow-x: auto; min-height: 40px; }
+.mlist-tabs::-webkit-scrollbar { height: 0; }
+.mlist-tabs .q-chip { flex: 0 0 auto; }
+.mlist-allcb { flex: 0 0 auto; margin-right: 4px; }
+.mlist-cnt { margin-left: 5px; font-size: 0.66rem; opacity: 0.8; }
+.mlist-batch { display: flex; align-items: center; gap: 4px; padding: 6px 12px; background: #eef2ff; border-bottom: 1px solid #c7d2fe; font-size: 0.82rem; }
+.mlist-body { flex: 1; overflow-y: auto; overflow-x: hidden; }
+/* garantit que chaque ligne tient dans la largeur (pas de débordement horizontal ; le sujet/aperçu s'ellipse) */
+.mrow { width: 100%; box-sizing: border-box; }
+.mrow { display: flex; gap: 8px; padding: 8px 16px; border-bottom: 1px solid #f1f5f9; cursor: pointer; align-items: center; position: relative; }
+.mrow:hover { background: var(--ops-bg-hover, #eef2ff); }
+/* Actions au survol : apparaissent à droite (par-dessus heure/lecteurs), comme Gmail */
+.mrow-actions { position: absolute; right: 8px; top: 50%; transform: translateY(-50%); display: none; align-items: center; gap: 1px; background: var(--ops-bg-hover, #eef2ff); padding: 2px 5px; border-radius: 8px; box-shadow: 0 1px 5px rgba(15, 23, 42, .12); }
+.mrow:hover .mrow-actions { display: flex; }
+.mrow-checked { background: #eef2ff; }
+.mrow-cb { margin-top: 1px; flex: 0 0 auto; }
+.mrow-chan { margin-top: 2px; flex: 0 0 auto; }
+.mrow-main { flex: 1; min-width: 0; }
+.mrow-line1 { display: flex; align-items: center; gap: 6px; }
+.mlist-compact .mrow { padding-top: 5px; padding-bottom: 5px; }
+.mlist-compact .mrow-subject, .mlist-compact .mrow-name { font-size: 0.76rem; }
+.mrow-name { flex: 0 0 auto; width: 200px; max-width: 26%; min-width: 110px; font-size: 0.86rem; color: var(--ops-text, #1e293b); white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
+/* Sujet — aperçu : occupe toute la largeur restante, sur une seule ligne */
+.mrow-subject { flex: 1 1 auto; min-width: 0; overflow: hidden; white-space: nowrap; text-overflow: ellipsis; font-size: 0.82rem; }
+.mrow-subj-strong { color: var(--ops-text, #1e293b); }
+.mrow-snip { color: var(--ops-text-muted, #64748b); }
+.mrow-right { flex: 0 0 auto; display: flex; align-items: center; gap: 6px; }
+.mrow-tag { font-size: 0.62rem; }
+.mrow-count { font-size: 0.66rem; color: #64748b; background: #eef2f7; border-radius: 9px; padding: 0 6px; line-height: 1.5; flex: 0 0 auto; }
+.mrow-rep { margin-left: 4px; flex: 0 0 auto; }
+.mrow-time { font-size: 0.7rem; color: var(--ops-text-muted, #64748b); flex: 0 0 auto; }
+.mrow-sub { font-size: 0.78rem; color: var(--ops-text-muted, #64748b); margin-top: 1px; }
+.mrow-foot { display: flex; align-items: center; min-height: 20px; margin-top: 5px; }
+.mrow-typing { font-size: 0.7rem; color: #0d9488; font-weight: 500; display: flex; align-items: center; gap: 3px; }
+.mrow-unread .mrow-name, .mrow-unread .mrow-subj-strong { font-weight: 700; }
+.mrow-unread .mrow-snip { color: var(--ops-text, #334155); }
+.mrow-unread { background: #fafbff; }
+.mlist-empty { text-align: center; color: #94a3b8; padding: 32px; font-size: 0.85rem; }
+</style>
diff --git a/apps/ops/src/composables/useConversations.js b/apps/ops/src/composables/useConversations.js
index f11bc3f..b3733d0 100644
--- a/apps/ops/src/composables/useConversations.js
+++ b/apps/ops/src/composables/useConversations.js
@@ -16,12 +16,78 @@ const discussions = ref([])
 const activeToken = ref(null)
 const activeDiscussion = ref(null)
 const activeConv = ref(null)
+const tickets = ref([]) // tickets (Issues ERPNext) ouverts — inbox unifié
 const showAll = ref(true)
 const loading = ref(false)
 const panelOpen = ref(false)
+const newDialogOpen = ref(false) // dialogue « Nouveau texto » partagé (ouvrable depuis le FAB sticky ou le panneau)
+const newDialogChannel = ref('sms') // canal présélectionné quand on ouvre le dialogue (sms | email) — posé par le FAB
 const selectedIds = ref(new Set())
 let sseSource = null
 
+// Présence agent : quel autre agent OPS est en train d'écrire dans une conversation. { [convToken]: agentEmail }
+const agentTyping = ref({})
+const _typingTimers = {}
+// Identifiant d'onglet (par session navigateur) : on ne filtre QUE sa propre frappe (même onglet),
+// pas celle des autres onglets/users → deux users se voient, et 2 onglets du même compte aussi (testable seul).
+const _tabSid = Math.random().toString(36).slice(2) + Date.now().toString(36)
+
+// ── Notifications navigateur sur NOUVEAU courriel (Notifications API ; fonctionne quand l'app est ouverte, même onglet en arrière-plan) ──
+const notifyEnabled = ref(false)
+try { notifyEnabled.value = (typeof Notification !== 'undefined' && Notification.permission === 'granted') } catch (e) { /* */ }
+async function requestNotifyPermission () {
+  try { if (typeof Notification === 'undefined') return false; const p = await Notification.requestPermission(); notifyEnabled.value = (p === 'granted'); return notifyEnabled.value } catch (e) { return false }
+}
+function notifyNewEmail (d) {
+  try {
+    if (!notifyEnabled.value || typeof Notification === 'undefined' || Notification.permission !== 'granted') return
+    if (d && d.triage && d.triage.noise) return // jamais de notif sur le bruit (infra / no-reply / interne)
+    const who = (d && d.triage && d.triage.customer_name) || (d && d.email) || 'Nouveau courriel'
+    const subj = (d && d.triage && d.triage.suggested_title) || 'Nouveau message dans l\'inbox'
+    const n = new Notification('📨 ' + who, { body: subj, tag: 'conv:' + (d && d.token) })
+    n.onclick = () => { try { window.focus(); if (d && d.token) window.location.hash = '#/communications/c/' + d.token } catch (e) { /* */ } }
+  } catch (e) { /* */ }
+}
+function clearTyping (token) {
+  if (!token) return
+  clearTimeout(_typingTimers[token])
+  if (agentTyping.value[token]) { const n = { ...agentTyping.value }; delete n[token]; agentTyping.value = n }
+}
+function handleAgentTyping (data) {
+  if (!data || !data.token || !data.agent) return
+  if (data.sid && data.sid === _tabSid) return // mon propre onglet → ne pas m'afficher à moi-même
+  agentTyping.value = { ...agentTyping.value, [data.token]: data.agent }
+  clearTimeout(_typingTimers[data.token])
+  _typingTimers[data.token] = setTimeout(() => clearTyping(data.token), 6000)
+}
+let _lastTypingSent = 0
+async function notifyTyping (token) {
+  if (!token) return
+  const now = Date.now()
+  if (now - _lastTypingSent < 2500) return // throttle réseau
+  _lastTypingSent = now
+  try { await fetch(`${HUB_URL}/conversations/${token}/typing?sid=${_tabSid}`, { method: 'POST', headers: agentHeaders() }) } catch {}
+}
+
+// Brouillon partagé reçu d'un AUTRE agent (miroir temps réel) : { [token]: { agent, sid, html, text, ts } | null }
+const sharedDraft = ref({})
+let _lastDraftSent = 0
+function handleConvDraft (data) {
+  if (!data || !data.token) return
+  if (data.sid && data.sid === _tabSid) return // mon propre brouillon → ne pas me le renvoyer à moi-même
+  sharedDraft.value = { ...sharedDraft.value, [data.token]: data.draft || null }
+}
+function handleConvRead (data) {
+  if (!data || !data.token || !data.agent) return
+  const rd = { readAt: data.readAt, lastTs: data.lastTs }
+  if (activeConv.value && activeToken.value === data.token) {
+    activeConv.value.readBy = { ...(activeConv.value.readBy || {}), [data.agent]: rd }
+  }
+  // patch la LISTE (gras non-lu + avatars « vu par » en direct)
+  const disc = discussions.value.find(d => d.token === data.token || (d.conversations || []).some(c => c.token === data.token))
+  if (disc) disc.readBy = { ...(disc.readBy || {}), [data.agent]: rd }
+}
+
 export function useConversations () {
   async function fetchList () {
     loading.value = true
@@ -37,16 +103,45 @@ export function useConversations () {
     loading.value = false
   }
 
+  // Tickets ouverts (Issues ERPNext) pour l'inbox unifié.
+  async function fetchTickets () {
+    try {
+      const res = await fetch(`${HUB_URL}/conversations/inbox-tickets`, { headers: agentHeaders() })
+      if (res.ok) { const d = await res.json(); tickets.value = d.tickets || [] }
+    } catch {}
+  }
+
   function openDiscussion (disc) {
     activeDiscussion.value = disc; activeToken.value = null; activeConv.value = null
-    const active = disc.conversations.find(c => c.status === 'active')
-    if (active) activeToken.value = active.token
+    const active = disc.conversations.find(c => c.status === 'active') || disc.conversations[disc.conversations.length - 1]
+    const tok = (active && active.token) || disc.token
+    if (tok) {
+      activeToken.value = tok
+      markRead(tok)
+      // charge le DÉTAIL (notes, file, assigné, gmailReplyUrl, suggestion) pour la barre de coordination
+      fetch(`${HUB_URL}/conversations/${tok}`).then(r => r.ok ? r.json() : null).then(d => { if (d && activeToken.value === tok) activeConv.value = d }).catch(() => {})
+    }
     connectDiscussionSSE(disc.conversations.map(c => c.token))
   }
 
   async function openConversation (token) {
     activeToken.value = token
-    try { const res = await fetch(`${HUB_URL}/conversations/${token}`); if (res.ok) activeConv.value = await res.json() } catch {}
+    markRead(token)
+    try {
+      const res = await fetch(`${HUB_URL}/conversations/${token}`)
+      if (res.ok) {
+        const d = await res.json()
+        activeConv.value = d
+        // IMPORTANT : la vue (surtout plein écran) s'affiche d'après activeDiscussion → on en construit une depuis le détail,
+        // sinon un fil hors-liste (URL directe, conv non listée) reste coincé sur « Chargement… ».
+        activeDiscussion.value = {
+          token, customerName: d.customerName, email: d.email, phone: d.phone, channel: d.channel || 'email',
+          status: d.status, subject: d.subject, messages: d.messages || [],
+          conversations: [{ token, status: d.status }], messageCount: (d.messages || []).length,
+          date: String(d.createdAt || '').slice(0, 10), readBy: d.readBy || {},
+        }
+      }
+    } catch {}
     connectSSE(token)
   }
 
@@ -63,11 +158,16 @@ export function useConversations () {
         updateListFromMessage(data)
       } catch {}
     })
+    sseSource.addEventListener('conv-agent-typing', e => { try { handleAgentTyping(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-read', e => { try { handleConvRead(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-draft', e => { try { handleConvDraft(JSON.parse(e.data)) } catch {} })
     sseSource.addEventListener('conv-closed', handleConvClosed)
     sseSource.addEventListener('conv-deleted', () => fetchList())
+    sseSource.addEventListener('conv-email', e => { try { const d = JSON.parse(e.data); fetchList(); notifyNewEmail(d) } catch (er) { /* */ } }) // NOUVEAU courriel ingéré → rafraîchit la liste EN DIRECT + notif navigateur
   }
 
   function updateListFromMessage (data) {
+    clearTyping(data.token) // un message est arrivé → l'agent a fini d'écrire
     const idx = conversations.value.findIndex(c => c.token === data.token)
     if (idx >= 0) {
       conversations.value[idx].lastMessage = data.message
@@ -97,29 +197,65 @@ export function useConversations () {
         updateListFromMessage(data)
       } catch {}
     })
+    sseSource.addEventListener('conv-agent-typing', e => { try { handleAgentTyping(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-read', e => { try { handleConvRead(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-draft', e => { try { handleConvDraft(JSON.parse(e.data)) } catch {} })
     sseSource.addEventListener('conv-closed', handleConvClosed)
     sseSource.addEventListener('conv-deleted', () => fetchList())
+    sseSource.addEventListener('conv-email', e => { try { const d = JSON.parse(e.data); fetchList(); notifyNewEmail(d) } catch (er) { /* */ } }) // NOUVEAU courriel ingéré → rafraîchit la liste EN DIRECT + notif navigateur
   }
 
   function connectGlobalSSE () {
     if (sseSource) sseSource.close()
     sseSource = new EventSource(`${HUB_URL}/sse?topics=conversations`)
     sseSource.addEventListener('conv-message', e => { try { updateListFromMessage(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-agent-typing', e => { try { handleAgentTyping(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-read', e => { try { handleConvRead(JSON.parse(e.data)) } catch {} })
+    sseSource.addEventListener('conv-draft', e => { try { handleConvDraft(JSON.parse(e.data)) } catch {} })
     sseSource.addEventListener('conv-deleted', () => fetchList())
+    sseSource.addEventListener('conv-email', e => { try { const d = JSON.parse(e.data); fetchList(); notifyNewEmail(d) } catch (er) { /* */ } }) // NOUVEAU courriel ingéré → rafraîchit la liste EN DIRECT + notif navigateur
   }
 
-  async function sendMessage (token, text) {
-    const res = await fetch(`${HUB_URL}/conversations/${token}/messages`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ text }) })
+  async function sendMessage (token, text, media, html) {
+    const res = await fetch(`${HUB_URL}/conversations/${token}/messages`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ text, media, html }) })
     if (!res.ok) throw new Error('Failed to send')
     return res.json()
   }
 
-  async function startConversation ({ phone, customer, customerName, subject }) {
-    const res = await fetch(`${HUB_URL}/conversations`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ phone, customer, customerName, subject }) })
+  // Cherche les fiches client par téléphone → pour rattacher / choisir avant de démarrer le texto.
+  async function resolvePhone (phone) {
+    if (!phone || phone.replace(/\D/g, '').length < 7) return []
+    try { const res = await fetch(`${HUB_URL}/conversations/resolve?phone=${encodeURIComponent(phone)}`, { headers: agentHeaders() }); if (!res.ok) return []; const d = await res.json(); return d.matches || [] } catch { return [] }
+  }
+  // Idem par COURRIEL (canal email) — alimente le même sélecteur de fiche que le SMS.
+  async function resolveEmail (email) {
+    if (!email || !/.+@.+\..+/.test(email)) return []
+    try { const res = await fetch(`${HUB_URL}/conversations/resolve?email=${encodeURIComponent(email)}`, { headers: agentHeaders() }); if (!res.ok) return []; const d = await res.json(); return d.matches || [] } catch { return [] }
+  }
+  // Rattache la conversation à une fiche client choisie (résout les multi-fiches, comme pour le SMS).
+  async function linkCustomer (token, customer, customerName) {
+    const res = await fetch(`${HUB_URL}/conversations/${token}/link`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ customer, customerName }) })
+    if (!res.ok) { const e = await res.json().catch(() => ({})); throw new Error(e.error || 'Liaison échouée') }
+    const d = await res.json()
+    if (activeConv.value && activeToken.value === token) { activeConv.value.customer = d.customer; activeConv.value.customerName = d.customerName }
+    if (activeDiscussion.value) { activeDiscussion.value.customer = d.customer; activeDiscussion.value.customerName = d.customerName }
+    await fetchList()
+    return d
+  }
+
+  async function startConversation ({ phone, customer, customerName, subject, message, media }) {
+    const res = await fetch(`${HUB_URL}/conversations`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ phone, customer, customerName, subject, message, media }) })
     if (!res.ok) throw new Error('Failed to create conversation')
     const data = await res.json(); await fetchList(); return data
   }
 
+  // Nouveau courriel SORTANT (part de cc@/support@ via Gmail) → conversation email suivie
+  async function startEmail ({ to, subject, body, customer, customerName }) {
+    const res = await fetch(`${HUB_URL}/conversations/email-new`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ to, subject, body, customer, customerName }) })
+    if (!res.ok) { const e = await res.json().catch(() => ({})); throw new Error(e.error || 'Envoi du courriel échoué') }
+    const data = await res.json(); await fetchList(); return data
+  }
+
   async function closeConversation (token) {
     await fetch(`${HUB_URL}/conversations/${token}/close`, { method: 'POST', headers: agentHeaders() })
     if (activeConv.value && activeToken.value === token) activeConv.value.status = 'closed'
@@ -172,6 +308,138 @@ export function useConversations () {
     if (activeDiscussion.value?.id === disc.id) { activeDiscussion.value = null; activeToken.value = null; activeConv.value = null }
   }
 
+  // ── Coordination shared-inbox : file (label) + claim + notes ──
+  const QUEUES = ['Facturations', 'Service à la clientèle', 'Supports', 'Technicien']
+  async function assignQueue (token, queue) {
+    await fetch(`${HUB_URL}/conversations/${token}/queue`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ queue }) })
+    if (activeConv.value && activeToken.value === token) activeConv.value.queue = queue
+    if (activeDiscussion.value) activeDiscussion.value.queue = queue
+    await fetchList()
+  }
+  async function claimConv (token) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/claim`, { method: 'POST', headers: agentHeaders() })
+    const d = await r.json().catch(() => ({}))
+    if (activeConv.value && activeToken.value === token) activeConv.value.assignee = d.assignee
+    if (activeDiscussion.value) activeDiscussion.value.assignee = d.assignee
+    await fetchList(); return d
+  }
+  async function releaseConv (token) {
+    await fetch(`${HUB_URL}/conversations/${token}/release`, { method: 'POST', headers: agentHeaders() })
+    if (activeConv.value && activeToken.value === token) activeConv.value.assignee = null
+    if (activeDiscussion.value) activeDiscussion.value.assignee = null
+    await fetchList()
+  }
+  // Assignation directe (agent précis) + assistants (chips). assignee=null pour désassigner.
+  async function assignConv (token, { assignee, assistants } = {}) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/assign`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ assignee, assistants }) })
+    const d = await r.json().catch(() => ({}))
+    for (const c of [activeConv.value, activeDiscussion.value]) { if (c && (c.token === token || activeToken.value === token)) { c.assignee = d.assignee; c.assistants = d.assistants || [] } }
+    await fetchList(); return d
+  }
+  // État ticket : 'open' | 'pending' (+ pendingUntil YYYY-MM-DD) | 'closed'.
+  async function setConvState (token, state, pendingUntil) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/state`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ state, pendingUntil }) })
+    const d = await r.json().catch(() => ({}))
+    for (const c of [activeConv.value, activeDiscussion.value]) { if (c && (c.token === token || activeToken.value === token)) { c.ticketState = d.ticketState; c.pendingUntil = d.pendingUntil; if (d.status) c.status = d.status } }
+    await fetchList(); return d
+  }
+  let _agents = null
+  async function fetchAgents () { if (_agents) return _agents; try { const r = await fetch(`${HUB_URL}/conversations/agents`, { headers: agentHeaders() }); if (r.ok) { const d = await r.json(); _agents = d.agents || [] } } catch {} return _agents || [] }
+  // Spam → marque le(s) courriel(s) SPAM côté Gmail + retire la conversation.
+  async function spamConv (token) { const r = await fetch(`${HUB_URL}/conversations/${token}/spam`, { method: 'POST', headers: agentHeaders() }); const d = await r.json().catch(() => ({})); await fetchList(); return d }
+  // Suppression par TOKEN (≠ deleteDiscussion par phone/date) → côté hub, met aussi les courriels liés à la corbeille Gmail.
+  async function deleteConvByToken (token) { const r = await fetch(`${HUB_URL}/conversations/${token}`, { method: 'DELETE', headers: agentHeaders() }); if (!r.ok) throw new Error('Échec suppression'); await fetchList(); return r.json().catch(() => ({})) }
+  // Pipeline de leads : board (colonnes par étape) + déplacement
+  async function pipelineBoard () { try { const r = await fetch(`${HUB_URL}/conversations/pipeline-board`, { headers: agentHeaders() }); if (r.ok) return await r.json() } catch {} return { stages: [], columns: {} } }
+  async function setPipeline (token, stage, value) { await fetch(`${HUB_URL}/conversations/${token}/pipeline`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ stage, value }) }) }
+  async function nlCommand (token, command) {
+    const res = await fetch(`${HUB_URL}/conversations/${token}/nl`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ command }) })
+    if (!res.ok) { const e = await res.json().catch(() => ({})); throw new Error(e.error || 'Commande échouée') }
+    const d = await res.json()
+    try { if (activeToken.value === token) { const r = await fetch(`${HUB_URL}/conversations/${token}`); if (r.ok) activeConv.value = await r.json() } } catch {}
+    await fetchList()
+    return d
+  }
+  async function addNote (token, text) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/note`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ text }) })
+    const d = await r.json().catch(() => ({}))
+    if (d.note) { if (!activeConv.value) activeConv.value = {}; activeConv.value.notes = activeConv.value.notes || []; activeConv.value.notes.push(d.note) }
+    return d
+  }
+
+  // Crée un ticket (ERPNext Issue OUVERT) depuis une conversation — la conversation RESTE (≠ archive).
+  async function createTicket (token, payload) {
+    const res = await fetch(`${HUB_URL}/conversations/${token}/ticket`, {
+      method: 'POST', headers: agentHeaders(), body: JSON.stringify(payload || {}),
+    })
+    if (!res.ok) { const e = await res.json().catch(() => ({})); throw new Error(e.error || 'Création du ticket échouée') }
+    const data = await res.json()
+    try { if (activeToken.value === token) { const r = await fetch(`${HUB_URL}/conversations/${token}`); if (r.ok) activeConv.value = await r.json() } } catch {}
+    await fetchList()
+    return data
+  }
+
+  // SPLIT — détecte les sujets distincts (aperçu) puis crée 1 ticket par sujet sur confirmation.
+  async function splitPreview (token) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/split-preview`, { headers: agentHeaders() })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Analyse échouée') }
+    return await r.json()
+  }
+  async function splitConversation (token, topics) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/split`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ topics }) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Scission échouée') }
+    const d = await r.json()
+    try { if (activeToken.value === token) { const x = await fetch(`${HUB_URL}/conversations/${token}`); if (x.ok) activeConv.value = await x.json() } } catch {}
+    await fetchList()
+    return d
+  }
+  // MERGE — fusionne la conversation SOURCE dans la CIBLE (target garde tout).
+  async function mergeConversation (targetToken, fromToken) {
+    const r = await fetch(`${HUB_URL}/conversations/${targetToken}/merge`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ from: fromToken }) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Fusion échouée') }
+    const d = await r.json()
+    await fetchList()
+    return d
+  }
+  // Preuve de paiement : OCR d'une image du fil → {is_payment, amount, date, reference, method…}. Affiche pour décider (pas d'écriture facturation).
+  async function analyzePayment (token, image, messageId) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/payment-proof`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ image, messageId }) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Analyse échouée') }
+    const d = await r.json()
+    if (activeConv.value && activeToken.value === token) activeConv.value.paymentProof = d.payment
+    return d
+  }
+  // Résumé IA du fil (style « Summarise this email » de Gmail) → puces pour l'agent. Ne modifie rien.
+  async function summarize (token) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/summarize`, { method: 'POST', headers: agentHeaders() })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Résumé indisponible') }
+    return await r.json()
+  }
+  // Règles d'inbox (« Filtrer comme ceci ») : l'agent choisit ce qui est masqué/affiché (par expéditeur ou sujet).
+  async function fetchInboxRules () { try { const r = await fetch(`${HUB_URL}/conversations/inbox-rules`, { headers: agentHeaders() }); if (r.ok) return (await r.json()).rules || [] } catch {} return [] }
+  async function saveInboxRules (rules) {
+    const r = await fetch(`${HUB_URL}/conversations/inbox-rules`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ rules }) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Échec enregistrement règle') }
+    const d = await r.json(); await fetchList(); return d
+  }
+  // Disponibilité du service : adresse (IA) → fibre (RQA) → brouillon de réponse. N'ENVOIE RIEN (l'agent valide).
+  async function serviceability (token, address) {
+    const r = await fetch(`${HUB_URL}/conversations/${token}/serviceability`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify(address ? { address } : {}) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Vérification indisponible') }
+    return await r.json()
+  }
+  // Crée un ticket (Issue) AUTONOME — depuis le FAB « Créer un ticket » (hors conversation).
+  async function createStandaloneTicket (payload) {
+    const r = await fetch(`${HUB_URL}/collab/ticket`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify(payload || {}) })
+    if (!r.ok) { const e = await r.json().catch(() => ({})); throw new Error(e.error || 'Création échouée') }
+    const d = await r.json()
+    fetchTickets().catch(() => {})
+    return d
+  }
+  // Réponses pré-écrites (canned)
+  async function fetchCanned () { try { const r = await fetch(`${HUB_URL}/conversations/canned`, { headers: agentHeaders() }); if (r.ok) { const d = await r.json(); return d.responses || [] } } catch {} return [] }
+  async function saveCanned (responses) { const r = await fetch(`${HUB_URL}/conversations/canned`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ responses }) }); return r.ok }
+
   function toggleSelect (discId) {
     const s = new Set(selectedIds.value)
     s.has(discId) ? s.delete(discId) : s.add(discId)
@@ -191,14 +459,33 @@ export function useConversations () {
     connectGlobalSSE()
   }
 
+  // « Vu par » : signale que cet agent a ouvert la conversation (avatars chez les autres).
+  async function markRead (token) {
+    if (!token) return
+    try { await fetch(`${HUB_URL}/conversations/${token}/read`, { method: 'POST', headers: agentHeaders() }) } catch {}
+  }
+  // Pousse le brouillon courant aux autres agents (throttle frappe ; l'envoi VIDE passe toujours pour effacer le miroir).
+  function pushDraft (token, html, text) {
+    if (!token) return
+    const empty = !String(html || '').replace(/<[^>]+>/g, '').trim() && !String(text || '').trim()
+    const now = Date.now()
+    if (!empty && now - _lastDraftSent < 700) return
+    _lastDraftSent = now
+    try { fetch(`${HUB_URL}/conversations/${token}/draft?sid=${_tabSid}`, { method: 'POST', headers: agentHeaders(), body: JSON.stringify({ html: html || '', text: text || '' }) }) } catch {}
+  }
+
   const activeCount = computed(() => discussions.value.filter(d => d.status === 'active').length)
 
   return {
-    conversations, discussions, activeToken, activeDiscussion, activeConv,
-    loading, panelOpen, showAll, selectedIds, selectedDiscussions,
-    fetchList, openDiscussion, openConversation, sendMessage, startConversation,
-    closeConversation, deleteDiscussion, bulkDelete, archiveDiscussion, bulkArchive,
+    conversations, discussions, activeToken, activeDiscussion, activeConv, tickets,
+    loading, panelOpen, newDialogOpen, newDialogChannel, createStandaloneTicket, showAll, selectedIds, selectedDiscussions,
+    fetchList, fetchTickets, openDiscussion, openConversation, sendMessage, startConversation, startEmail, resolvePhone, resolveEmail, linkCustomer,
+    closeConversation, deleteDiscussion, bulkDelete, archiveDiscussion, bulkArchive, createTicket,
+    QUEUES, assignQueue, claimConv, releaseConv, assignConv, setConvState, fetchAgents, spamConv, deleteConvByToken, addNote, nlCommand, pipelineBoard, setPipeline,
+    splitPreview, splitConversation, mergeConversation, fetchCanned, saveCanned, analyzePayment, summarize, serviceability, fetchInboxRules, saveInboxRules,
     toggleSelect, selectAll, clearSelection,
     goBack, disconnectSSE, connectGlobalSSE, activeCount, HUB_URL,
+    agentTyping, notifyTyping, sharedDraft, markRead, pushDraft,
+    notifyEnabled, requestNotifyPermission,
   }
 }
diff --git a/apps/ops/src/config/nav.js b/apps/ops/src/config/nav.js
index b5583e9..085267c 100644
--- a/apps/ops/src/config/nav.js
+++ b/apps/ops/src/config/nav.js
@@ -1,19 +1,25 @@
 // Ops sidebar navigation + search filter options
 // `requires` = capability needed to see this nav item (null = always visible)
+// `group: 'admin'` → regroupé sous une section repliée « Administration » (épuration nav)
 export const navItems = [
   { path: '/',          icon: 'LayoutDashboard', label: 'Tableau de bord',  requires: 'view_dashboard_kpi' },
+  { path: '/communications', icon: 'MessagesSquare', label: 'Communications',  requires: 'view_clients' },
   { path: '/clients',   icon: 'Users',           label: 'Clients',          requires: 'view_clients' },
+  { path: '/tickets',   icon: 'Ticket',          label: 'Tickets',          requires: 'view_all_tickets' },
   { path: '/dispatch',  icon: 'Truck',           label: 'Dispatch',         requires: 'view_all_jobs' },
   { path: '/planification', icon: 'CalendarRange', label: 'Planification',  requires: 'view_all_jobs' },
   { path: '/rdv',       icon: 'CalendarClock',   label: 'Rendez-vous',      requires: 'view_all_jobs' },
   { path: '/copilote',  icon: 'Sparkles',        label: 'Copilote',         requires: 'view_all_jobs' },
-  { path: '/tickets',   icon: 'Ticket',          label: 'Tickets',          requires: 'view_all_tickets' },
-  { path: '/equipe',    icon: 'UsersRound',      label: 'Équipe',           requires: 'manage_users' },
+  { path: '/historique', icon: 'History',        label: 'Historique',       requires: 'view_all_jobs' },
   { path: '/rapports',  icon: 'BarChart3',       label: 'Rapports',         requires: 'view_dashboard_kpi' },
-  { path: '/campaigns', icon: 'Gift',            label: 'Campagnes',        requires: 'manage_users' },
-  { path: '/conformite-adresses', icon: 'MapPinned', label: 'Conformité adresses', requires: 'view_settings' },
-  { path: '/email-queue', icon: 'Mail',          label: 'File courriels',   requires: 'view_settings' },
-  { path: '/settings',  icon: 'Settings',        label: 'Paramètres',       requires: 'view_settings' },
+  // ── Administration (replié) ──
+  { path: '/equipe',    icon: 'UsersRound',      label: 'Équipe',           requires: 'manage_users', group: 'admin' },
+  { path: '/campaigns', icon: 'Gift',            label: 'Campagnes',        requires: 'manage_users', group: 'admin' },
+  { path: '/conformite-adresses', icon: 'MapPinned', label: 'Conformité adresses', requires: 'view_settings', group: 'admin' },
+  { path: '/sync-legacy', icon: 'RefreshCw', label: 'Sync F↔ERPNext', requires: 'view_settings', group: 'admin' },
+  { path: '/email-queue', icon: 'Mail',          label: 'File courriels',   requires: 'view_settings', group: 'admin' },
+  { path: '/factures-fournisseurs', icon: 'ReceiptText', label: 'Factures fournisseurs', requires: 'view_settings', group: 'admin' },
+  { path: '/settings',  icon: 'Settings',        label: 'Paramètres',       requires: 'view_settings', group: 'admin' },
 ]
 
 export const territoryOptions = [
diff --git a/apps/ops/src/layouts/MainLayout.vue b/apps/ops/src/layouts/MainLayout.vue
index 9b76cd5..478a219 100644
--- a/apps/ops/src/layouts/MainLayout.vue
+++ b/apps/ops/src/layouts/MainLayout.vue
@@ -9,14 +9,18 @@
           <q-item-section v-if="!collapsed"><q-item-label style="color:#fff;font-size:1.1rem;font-weight:700">Targo Ops</q-item-label></q-item-section>
         </q-item>
 
-        <q-item v-for="nav in navItems" :key="nav.path" clickable :to="nav.path"
-          :class="{ 'active-link': isActive(nav.path), 'justify-center': collapsed }"
-          :title="collapsed ? nav.label : undefined">
-          <q-item-section avatar><component :is="icons[nav.icon]" :size="20" /></q-item-section>
-          <q-item-section v-if="!collapsed"><q-item-label>{{ nav.label }}</q-item-label></q-item-section>
-          <q-item-section side v-if="nav.badge && !collapsed"><q-badge color="red" :label="nav.badge" rounded /></q-item-section>
-          <q-tooltip v-if="collapsed" anchor="center right" self="center left" :offset="[8, 0]">{{ nav.label }}</q-tooltip>
-        </q-item>
+        <template v-for="(nav, i) in navItems" :key="nav.path">
+          <q-item-label v-if="!collapsed && nav.group === 'admin' && (i === 0 || navItems[i - 1].group !== 'admin')" header
+            style="color:rgba(255,255,255,.45);font-size:.68rem;letter-spacing:.05em;text-transform:uppercase;padding:14px 16px 4px">Administration</q-item-label>
+          <q-item clickable :to="nav.path"
+            :class="{ 'active-link': isActive(nav.path), 'justify-center': collapsed }"
+            :title="collapsed ? nav.label : undefined">
+            <q-item-section avatar><component :is="icons[nav.icon]" :size="20" /></q-item-section>
+            <q-item-section v-if="!collapsed"><q-item-label>{{ nav.label }}</q-item-label></q-item-section>
+            <q-item-section side v-if="nav.badge && !collapsed"><q-badge color="red" :label="nav.badge" rounded /></q-item-section>
+            <q-tooltip v-if="collapsed" anchor="center right" self="center left" :offset="[8, 0]">{{ nav.label }}</q-tooltip>
+          </q-item>
+        </template>
       </q-list>
 
       <div class="ops-sidebar-bottom">
@@ -97,17 +101,42 @@
       <router-view />
     </q-page-container>
 
-    <!-- Conversation panel (right drawer) -->
-    <ConversationPanel v-if="can('view_clients')" />
+    <!-- Conversation panel (right drawer) — masqué sur la route plein écran (sinon double affichage du fil) -->
+    <ConversationPanel v-if="can('view_clients') && !route.path.startsWith('/communications/c/')" />
 
-    <!-- Floating conversation button -->
+    <!-- FAB messagerie : clic « forum » = ouvrir les communications (action directe et fiable) ; bouton « + » (clic) = menu créer rapide. -->
     <q-page-sticky v-if="can('view_clients')" position="bottom-right" :offset="[18, 18]">
-      <q-btn fab icon="chat" color="indigo-6" @click="toggleConvPanel">
-        <q-badge v-if="convCount > 0" color="red" floating rounded :label="convCount" />
-        <q-tooltip>Conversations</q-tooltip>
-      </q-btn>
+      <div class="column items-end q-gutter-sm">
+        <q-slide-transition>
+          <div v-show="quickOpen" class="column items-end q-gutter-xs">
+            <q-btn rounded unelevated color="deep-purple-6" icon="bolt" label="Dicter une commande" no-caps size="sm" @click="quickOpen = false; orchestratorOpen = true" />
+            <q-btn rounded unelevated color="cyan-8" icon="wifi_find" label="Statut du service" no-caps size="sm" @click="quickOpen = false; serviceStatusOpen = true" />
+            <q-btn rounded unelevated color="teal-7" icon="confirmation_number" label="Créer un ticket" no-caps size="sm" @click="quickOpen = false; newTicketOpen = true" />
+            <q-btn rounded unelevated color="green-6" icon="sms" label="Nouveau texto" no-caps size="sm" @click="quickOpen = false; openNew('sms')" />
+            <q-btn rounded unelevated color="red-5" icon="mail" label="Nouveau courriel" no-caps size="sm" @click="quickOpen = false; openNew('email')" />
+          </div>
+        </q-slide-transition>
+        <div class="row items-center q-gutter-xs">
+          <q-btn round unelevated :color="quickOpen ? 'blue-grey-7' : 'blue-grey-4'" :icon="quickOpen ? 'close' : 'add'" size="sm" @click="quickOpen = !quickOpen">
+            <q-tooltip>Créer rapidement (ticket · texto · courriel · dicter)</q-tooltip>
+          </q-btn>
+          <q-btn fab icon="forum" color="indigo-6" @click="toggleConvPanel">
+            <q-badge v-if="convCount > 0" color="red" floating rounded :label="convCount" />
+            <q-tooltip>Voir les communications</q-tooltip>
+          </q-btn>
+        </div>
+      </div>
     </q-page-sticky>
 
+    <!-- Création rapide d'un ticket depuis le FAB -->
+    <NewTicketDialog v-if="can('view_clients')" v-model="newTicketOpen" />
+    <!-- Commande dictée / langage naturel → orchestre plusieurs actions -->
+    <OrchestratorDialog v-if="can('view_clients')" v-model="orchestratorOpen" />
+    <!-- Statut service+modem par identifiant libre (adresse / nom / téléphone / courriel) — lecture -->
+    <ServiceStatusDialog v-if="can('view_clients')" v-model="serviceStatusOpen" />
+    <!-- Tampon d'envoi : courriels multi-destinataires retenus + compte à rebours + annuler (anti-spam) -->
+    <OutboxPanel v-if="can('view_clients')" />
+
     <!-- Global Flow Editor dialog (any page can open it via useFlowEditor) -->
     <FlowEditorDialog v-if="can('manage_settings')" />
 
@@ -124,16 +153,26 @@ import { navItems as allNavItems } from 'src/config/nav'
 import {
   LayoutDashboard, Users, Truck, Ticket, UsersRound, BarChart3,
   Gift, Settings, LogOut, PanelLeftOpen, PanelLeftClose, Mail,
-  CalendarRange, CalendarClock, Sparkles, MapPinned,
+  CalendarRange, CalendarClock, Sparkles, MapPinned, Workflow, RefreshCw, ReceiptText, MessagesSquare, History,
 } from 'lucide-vue-next'
 import ConversationPanel from 'src/components/shared/ConversationPanel.vue'
 import { useConversations } from 'src/composables/useConversations'
 import FlowEditorDialog from 'src/components/flow-editor/FlowEditorDialog.vue'
+import NewTicketDialog from 'src/components/shared/NewTicketDialog.vue'
+import OrchestratorDialog from 'src/components/shared/OrchestratorDialog.vue'
+import ServiceStatusDialog from 'src/components/shared/ServiceStatusDialog.vue'
+import OutboxPanel from 'src/components/shared/OutboxPanel.vue'
 
-const icons = { LayoutDashboard, Users, Truck, Ticket, UsersRound, BarChart3, Gift, Settings, LogOut, PanelLeftOpen, PanelLeftClose, Mail, CalendarRange, CalendarClock, Sparkles, MapPinned }
+const icons = { LayoutDashboard, Users, Truck, Ticket, UsersRound, BarChart3, Gift, Settings, LogOut, PanelLeftOpen, PanelLeftClose, Mail, CalendarRange, CalendarClock, Sparkles, MapPinned, Workflow, RefreshCw, ReceiptText, MessagesSquare, History }
 
-const { panelOpen, activeCount: convCount } = useConversations()
+const { panelOpen, newDialogOpen, newDialogChannel, activeCount: convCount } = useConversations()
 function toggleConvPanel () { panelOpen.value = !panelOpen.value }
+// FAB messagerie : clic « forum » = ouvrir les communications ; bouton « + » (clic, pas survol) = menu créer rapide.
+const quickOpen = ref(false)
+const newTicketOpen = ref(false)
+const orchestratorOpen = ref(false)
+const serviceStatusOpen = ref(false)
+function openNew (channel) { newDialogChannel.value = channel; newDialogOpen.value = true }
 
 const auth = useAuthStore()
 const { can, isLoaded, userName } = usePermissions()
diff --git a/apps/ops/src/pages/HistoriquePage.vue b/apps/ops/src/pages/HistoriquePage.vue
new file mode 100644
index 0000000..c8e6041
--- /dev/null
+++ b/apps/ops/src/pages/HistoriquePage.vue
@@ -0,0 +1,269 @@
+<template>
+  <q-page class="hist-page">
+    <div class="hist-head">
+      <div class="text-h6">Historique &amp; classements</div>
+      <div class="hist-sub">Retracer la journée de chaque technicien (tous statuts) et reconnaître l'effort de l'équipe.</div>
+    </div>
+
+    <q-tabs v-model="tab" no-caps dense align="left" class="hist-tabs" active-color="primary" indicator-color="primary">
+      <q-tab name="tournees" icon="route" label="Tournées par technicien" />
+      <q-tab name="techs" icon="emoji_events" label="Classement techniciens" />
+      <q-tab name="inbox" icon="forum" label="Classement Inbox" />
+    </q-tabs>
+    <q-separator />
+
+    <q-tab-panels v-model="tab" animated class="hist-panels">
+      <!-- ─────────── Tournées par technicien (tous statuts) ─────────── -->
+      <q-tab-panel name="tournees" class="q-pa-none">
+        <div class="hist-toolbar">
+          <q-btn flat dense round icon="chevron_left" @click="shiftDay(-1)" />
+          <q-btn flat dense no-caps class="hist-datebtn" :label="prettyDate(histDate)" icon-right="event">
+            <q-popup-proxy cover transition-show="scale" transition-hide="scale">
+              <q-date v-model="histDate" mask="YYYY-MM-DD" today-btn minimal @update:model-value="() => { loadHistory() }" />
+            </q-popup-proxy>
+          </q-btn>
+          <q-btn flat dense round icon="chevron_right" :disable="histDate >= today" @click="shiftDay(1)" />
+          <q-btn flat dense no-caps label="Aujourd'hui" class="q-ml-sm" :disable="histDate === today" @click="histDate = today; loadHistory()" />
+          <q-space />
+          <div v-if="!histLoading && hist" class="hist-summary">
+            <b>{{ hist.count }}</b> tâche{{ hist.count > 1 ? 's' : '' }} · <b>{{ (hist.techs || []).length }}</b> technicien{{ (hist.techs || []).length > 1 ? 's' : '' }}
+            <span v-for="s in histStatusSummary" :key="s.key" class="hist-sumchip" :style="{ color: s.color }">● {{ s.n }} {{ s.label }}</span>
+          </div>
+        </div>
+
+        <div v-if="histLoading" class="hist-loading"><q-spinner-dots size="32px" color="primary" /></div>
+        <div v-else-if="!hist || !(hist.techs || []).length" class="hist-empty">
+          <q-icon name="event_busy" size="32px" class="q-mb-sm" />
+          <div>Aucune tâche planifiée le {{ prettyDate(histDate) }}.</div>
+        </div>
+        <div v-else class="hist-techs">
+          <q-card v-for="t in hist.techs" :key="t.tech" flat bordered class="hist-techcard">
+            <div class="hist-techhead">
+              <q-avatar size="28px" color="blue-grey-1" text-color="blue-grey-8" class="q-mr-sm">{{ initials(t.tech_name) }}</q-avatar>
+              <div class="hist-techname">{{ t.tech_name }}</div>
+              <q-space />
+              <span class="hist-techcount">{{ t.jobs.length }} tâche{{ t.jobs.length > 1 ? 's' : '' }}</span>
+            </div>
+            <q-separator />
+            <div v-for="j in t.jobs" :key="j.name" class="hist-job" :class="{ 'hist-job--cancel': j.status === 'Cancelled' }">
+              <q-chip dense square :style="{ background: statusMeta(j.status).bg, color: statusMeta(j.status).fg }" class="hist-statuschip">{{ statusMeta(j.status).label }}</q-chip>
+              <span class="hist-jobtime">{{ jobTime(j) }}</span>
+              <span class="hist-jobsubj">{{ j.subject || j.job_type || j.name }}</span>
+              <q-space />
+              <span v-if="j.duration_h" class="hist-jobdur">{{ j.duration_h }} h</span>
+            </div>
+          </q-card>
+        </div>
+      </q-tab-panel>
+
+      <!-- ─────────── Classement techniciens (jobs complétés) ─────────── -->
+      <q-tab-panel name="techs" class="q-pa-none">
+        <div class="hist-toolbar">
+          <q-btn-toggle v-model="rangeDays" no-caps dense unelevated toggle-color="primary" color="grey-2" text-color="grey-8"
+            :options="[{ label: '7 jours', value: 7 }, { label: '30 jours', value: 30 }, { label: '90 jours', value: 90 }]"
+            @update:model-value="loadTechBoard" />
+          <q-space />
+          <div class="hist-summary">Jobs <b>complétés</b> · {{ prettyDate(rangeFrom) }} → {{ prettyDate(today) }}</div>
+        </div>
+        <div v-if="techLoading" class="hist-loading"><q-spinner-dots size="32px" color="primary" /></div>
+        <div v-else-if="!techBoard.length" class="hist-empty"><q-icon name="emoji_events" size="32px" class="q-mb-sm" /><div>Aucun job complété sur la période.</div></div>
+        <div v-else class="hist-board">
+          <div v-for="(b, i) in techBoard" :key="b.tech" class="hist-rank">
+            <div class="hist-medal" :class="'hist-medal--' + (i < 3 ? i + 1 : 0)">{{ i < 3 ? ['🥇', '🥈', '🥉'][i] : (i + 1) }}</div>
+            <q-avatar size="30px" color="blue-grey-1" text-color="blue-grey-8" class="q-mr-sm">{{ initials(b.tech_name) }}</q-avatar>
+            <div class="hist-rankname">{{ b.tech_name }}</div>
+            <div class="hist-bar"><div class="hist-bar-fill" :style="{ width: barPct(b.completed, techMax) + '%' }"></div></div>
+            <div class="hist-rankval">{{ b.completed }}</div>
+          </div>
+        </div>
+      </q-tab-panel>
+
+      <!-- ─────────── Classement Inbox (réponses par agent) ─────────── -->
+      <q-tab-panel name="inbox" class="q-pa-none">
+        <div class="hist-toolbar">
+          <q-btn-toggle v-model="rangeDays" no-caps dense unelevated toggle-color="primary" color="grey-2" text-color="grey-8"
+            :options="[{ label: '7 jours', value: 7 }, { label: '30 jours', value: 30 }, { label: '90 jours', value: 90 }]"
+            @update:model-value="loadInboxBoard" />
+          <q-space />
+          <div class="hist-summary">Réponses &amp; conversations prises · {{ prettyDate(rangeFrom) }} → {{ prettyDate(today) }}</div>
+        </div>
+        <div v-if="inboxLoading" class="hist-loading"><q-spinner-dots size="32px" color="primary" /></div>
+        <template v-else>
+          <div v-if="!inboxBoard.length" class="hist-empty">
+            <q-icon name="forum" size="32px" class="q-mb-sm" />
+            <div>Les statistiques par agent s'accumulent à partir de maintenant.</div>
+            <div class="hist-empty-sub">Chaque réponse envoyée est désormais attribuée à son auteur·rice.<br>{{ inboxUnattributed }} réponse{{ inboxUnattributed > 1 ? 's' : '' }} antérieure{{ inboxUnattributed > 1 ? 's' : '' }} (avant suivi) ne sont pas attribuées.</div>
+          </div>
+          <div v-else class="hist-board">
+            <div v-for="(b, i) in inboxBoard" :key="b.agent" class="hist-rank">
+              <div class="hist-medal" :class="'hist-medal--' + (i < 3 ? i + 1 : 0)">{{ i < 3 ? ['🥇', '🥈', '🥉'][i] : (i + 1) }}</div>
+              <q-avatar size="30px" color="teal-1" text-color="teal-8" class="q-mr-sm">{{ initials(agentName(b.agent)) }}</q-avatar>
+              <div class="hist-rankname">{{ agentName(b.agent) }}</div>
+              <div class="hist-bar"><div class="hist-bar-fill hist-bar-fill--teal" :style="{ width: barPct(b.replies, inboxMax) + '%' }"></div></div>
+              <div class="hist-rankval">{{ b.replies }}<span class="hist-rankval-sub">rép.</span></div>
+              <div class="hist-rankval2" v-if="b.handled">{{ b.handled }}<span class="hist-rankval-sub">pris</span></div>
+            </div>
+            <div v-if="inboxUnattributed" class="hist-note">+ {{ inboxUnattributed }} réponse{{ inboxUnattributed > 1 ? 's' : '' }} antérieure{{ inboxUnattributed > 1 ? 's' : '' }} non attribuée{{ inboxUnattributed > 1 ? 's' : '' }} (avant le suivi par auteur).</div>
+          </div>
+        </template>
+      </q-tab-panel>
+    </q-tab-panels>
+  </q-page>
+</template>
+
+<script setup>
+import { ref, computed, onMounted } from 'vue'
+import { Notify } from 'quasar'
+import { HUB_URL } from 'src/config/hub'
+
+const tab = ref('tournees')
+
+function localDateStr (d = new Date()) {
+  // Date locale (QC = ET) en YYYY-MM-DD, sans décalage UTC
+  return `${d.getFullYear()}-${String(d.getMonth() + 1).padStart(2, '0')}-${String(d.getDate()).padStart(2, '0')}`
+}
+const today = localDateStr()
+
+async function hubGet (path) {
+  const res = await fetch(HUB_URL + path, { headers: { 'Content-Type': 'application/json' } })
+  if (!res.ok) throw new Error('HTTP ' + res.status)
+  return res.json()
+}
+
+// ── Affichage commun ──
+function initials (name) {
+  const parts = String(name || '?').trim().split(/\s+/).filter(Boolean)
+  return ((parts[0]?.[0] || '') + (parts.length > 1 ? parts[parts.length - 1][0] : '')).toUpperCase() || '?'
+}
+function prettyDate (iso) {
+  if (!iso) return ''
+  const [y, m, d] = iso.split('-').map(Number)
+  return new Date(y, m - 1, d).toLocaleDateString('fr-CA', { weekday: 'short', day: 'numeric', month: 'short' })
+}
+function barPct (v, max) { return max > 0 ? Math.max(4, Math.round((v / max) * 100)) : 0 }
+
+const STATUS_META = {
+  Completed: { label: 'Complété', bg: '#dcfce7', fg: '#15803d' },
+  assigned: { label: 'Assigné', bg: '#dbeafe', fg: '#1d4ed8' },
+  in_progress: { label: 'En cours', bg: '#fef3c7', fg: '#b45309' },
+  open: { label: 'Ouvert', bg: '#e2e8f0', fg: '#475569' },
+  'On Hold': { label: 'En attente', bg: '#ffedd5', fg: '#c2410c' },
+  Cancelled: { label: 'Annulé', bg: '#f1f5f9', fg: '#94a3b8' },
+}
+function statusMeta (s) { return STATUS_META[s] || { label: s || '—', bg: '#e2e8f0', fg: '#475569' } }
+function jobTime (j) {
+  const t = j.start_time ? String(j.start_time).slice(11, 16) : ''
+  return t || '—'
+}
+
+// ── Tab 1 : tournées par technicien ──
+const histDate = ref(today)
+const hist = ref(null)
+const histLoading = ref(false)
+function shiftDay (delta) {
+  const [y, m, d] = histDate.value.split('-').map(Number)
+  const nd = new Date(y, m - 1, d + delta)
+  const next = localDateStr(nd)
+  if (next > today) return
+  histDate.value = next
+  loadHistory()
+}
+async function loadHistory () {
+  histLoading.value = true
+  try { hist.value = await hubGet(`/dispatch/history?date=${histDate.value}`) }
+  catch (e) { hist.value = null; Notify.create({ type: 'negative', message: 'Chargement de l\'historique : ' + e.message }) }
+  finally { histLoading.value = false }
+}
+const histStatusSummary = computed(() => {
+  if (!hist.value) return []
+  const counts = {}
+  for (const t of (hist.value.techs || [])) for (const j of t.jobs) counts[j.status] = (counts[j.status] || 0) + 1
+  return Object.keys(counts).sort((a, b) => counts[b] - counts[a]).map(k => ({ key: k, n: counts[k], label: statusMeta(k).label.toLowerCase(), color: statusMeta(k).fg }))
+})
+
+// ── Périodes (tabs 2 & 3) ──
+const rangeDays = ref(30)
+const rangeFrom = computed(() => {
+  const d = new Date(); d.setDate(d.getDate() - (rangeDays.value - 1))
+  return localDateStr(d)
+})
+
+// ── Tab 2 : classement techniciens ──
+const techBoard = ref([])
+const techLoading = ref(false)
+const techMax = computed(() => techBoard.value.reduce((m, b) => Math.max(m, b.completed), 0))
+async function loadTechBoard () {
+  techLoading.value = true
+  try { const r = await hubGet(`/dispatch/leaderboard?from=${rangeFrom.value}&to=${today}`); techBoard.value = r.board || [] }
+  catch (e) { techBoard.value = []; Notify.create({ type: 'negative', message: 'Classement techniciens : ' + e.message }) }
+  finally { techLoading.value = false }
+}
+
+// ── Tab 3 : classement Inbox ──
+const inboxBoard = ref([])
+const inboxUnattributed = ref(0)
+const inboxLoading = ref(false)
+const inboxMax = computed(() => inboxBoard.value.reduce((m, b) => Math.max(m, b.replies), 0))
+function agentName (email) {
+  if (!email) return '—'
+  const local = String(email).split('@')[0]
+  return local.split(/[.\-_]/).filter(Boolean).map(p => p[0].toUpperCase() + p.slice(1)).join(' ') || email
+}
+async function loadInboxBoard () {
+  inboxLoading.value = true
+  try {
+    const r = await hubGet(`/conversations/leaderboard?from=${rangeFrom.value}&to=${today}`)
+    inboxBoard.value = (r.board || []).filter(b => b.replies > 0 || b.handled > 0)
+    inboxUnattributed.value = r.unattributed || 0
+  } catch (e) { inboxBoard.value = []; Notify.create({ type: 'negative', message: 'Classement Inbox : ' + e.message }) }
+  finally { inboxLoading.value = false }
+}
+
+onMounted(() => { loadHistory(); loadTechBoard(); loadInboxBoard() })
+</script>
+
+<style scoped>
+.hist-page { padding: 16px 20px; background: var(--ops-bg, #f8fafc); min-height: 100%; }
+.hist-head { margin-bottom: 10px; }
+.hist-sub { color: var(--ops-text-muted, #64748b); font-size: 13px; margin-top: 2px; }
+.hist-tabs { color: var(--ops-text, #1e293b); }
+.hist-panels { background: transparent; }
+
+.hist-toolbar { display: flex; align-items: center; gap: 2px; padding: 12px 2px; flex-wrap: wrap; }
+.hist-datebtn { font-weight: 600; text-transform: capitalize; }
+.hist-summary { font-size: 13px; color: var(--ops-text-muted, #64748b); }
+.hist-summary b { color: var(--ops-text, #1e293b); }
+.hist-sumchip { margin-left: 10px; font-size: 12px; white-space: nowrap; }
+
+.hist-loading, .hist-empty { display: flex; flex-direction: column; align-items: center; justify-content: center; padding: 48px 16px; color: var(--ops-text-muted, #94a3b8); text-align: center; }
+.hist-empty-sub { font-size: 12px; margin-top: 6px; line-height: 1.5; }
+
+/* Tournées */
+.hist-techs { display: grid; grid-template-columns: repeat(auto-fill, minmax(340px, 1fr)); gap: 12px; }
+.hist-techcard { border-radius: 10px; background: var(--ops-surface, #fff); overflow: hidden; }
+.hist-techhead { display: flex; align-items: center; padding: 10px 12px; }
+.hist-techname { font-weight: 600; color: var(--ops-text, #1e293b); }
+.hist-techcount { font-size: 12px; color: var(--ops-text-muted, #64748b); }
+.hist-job { display: flex; align-items: center; gap: 8px; padding: 7px 12px; border-top: 1px solid var(--ops-border, #f1f5f9); font-size: 13px; }
+.hist-job:first-of-type { border-top: none; }
+.hist-job--cancel { opacity: 0.55; }
+.hist-job--cancel .hist-jobsubj { text-decoration: line-through; }
+.hist-statuschip { font-size: 11px; font-weight: 600; height: 20px; }
+.hist-jobtime { font-variant-numeric: tabular-nums; color: var(--ops-text-muted, #64748b); width: 42px; flex-shrink: 0; }
+.hist-jobsubj { color: var(--ops-text, #1e293b); overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
+.hist-jobdur { font-size: 12px; color: var(--ops-text-muted, #94a3b8); flex-shrink: 0; }
+
+/* Classements */
+.hist-board { max-width: 760px; }
+.hist-rank { display: flex; align-items: center; gap: 6px; padding: 8px 10px; border-bottom: 1px solid var(--ops-border, #eef2f6); }
+.hist-medal { width: 30px; text-align: center; font-weight: 700; font-size: 16px; color: var(--ops-text-muted, #94a3b8); flex-shrink: 0; }
+.hist-medal--1, .hist-medal--2, .hist-medal--3 { font-size: 18px; }
+.hist-rankname { font-weight: 600; color: var(--ops-text, #1e293b); width: 200px; max-width: 32%; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; }
+.hist-bar { flex: 1; height: 10px; background: var(--ops-border, #eef2f6); border-radius: 6px; overflow: hidden; margin: 0 4px; }
+.hist-bar-fill { height: 100%; background: #3b82f6; border-radius: 6px; transition: width .3s; }
+.hist-bar-fill--teal { background: #14b8a6; }
+.hist-rankval { font-weight: 700; color: var(--ops-text, #1e293b); min-width: 38px; text-align: right; font-variant-numeric: tabular-nums; }
+.hist-rankval2 { min-width: 42px; text-align: right; color: var(--ops-text-muted, #64748b); font-variant-numeric: tabular-nums; }
+.hist-rankval-sub { font-size: 10px; font-weight: 400; color: var(--ops-text-muted, #94a3b8); margin-left: 2px; }
+.hist-note { font-size: 12px; color: var(--ops-text-muted, #94a3b8); padding: 10px; }
+</style>
diff --git a/apps/ops/src/router/index.js b/apps/ops/src/router/index.js
index 7abbb6d..392f82d 100644
--- a/apps/ops/src/router/index.js
+++ b/apps/ops/src/router/index.js
@@ -26,6 +26,9 @@ const routes = [
       { path: 'clients',           component: () => import('src/pages/ClientsPage.vue') },
       { path: 'clients/:id',       component: () => import('src/pages/ClientDetailPage.vue'), props: true },
       { path: 'tickets',           component: () => import('src/pages/TicketsPage.vue') },
+      { path: 'communications',    component: () => import('src/pages/CommunicationsPage.vue') },
+      { path: 'communications/c/:token', component: () => import('src/pages/ConversationFullPage.vue'), props: true },
+      { path: 'pipeline',          component: () => import('src/pages/PipelinePage.vue') },
       { path: 'equipe',            component: () => import('src/pages/EquipePage.vue') },
       { path: 'rapports',          component: () => import('src/pages/RapportsPage.vue') },
       { path: 'rapports/revenus',  component: () => import('src/pages/ReportRevenuPage.vue') },
@@ -33,17 +36,22 @@ const routes = [
       { path: 'rapports/taxes',    component: () => import('src/pages/ReportTaxesPage.vue') },
       { path: 'rapports/ar',       component: () => import('src/pages/ReportARPage.vue') },
       { path: 'rapports/internet-cher', component: () => import('src/pages/ReportInternetCherPage.vue') },
+      { path: 'rapports/factures-negatives', component: () => import('src/pages/ReportNegativeBillingPage.vue') },
+      { path: 'rapports/resilies-actifs', component: () => import('src/pages/ReportTerminatedActivePage.vue') },
       { path: 'ocr',               component: () => import('src/pages/OcrPage.vue') },
       { path: 'settings',          component: () => import('src/pages/SettingsPage.vue') },
       { path: 'email-queue',       component: () => import('src/pages/EmailQueuePage.vue') },
+      { path: 'factures-fournisseurs', component: () => import('src/pages/SupplierInvoicesPage.vue') },
       { path: 'telephony',         component: () => import('src/pages/TelephonyPage.vue') },
       { path: 'dispatch',          component: () => import('src/pages/DispatchPage.vue') },
+      { path: 'historique',        component: () => import('src/pages/HistoriquePage.vue') },
       { path: 'planification',     component: () => import('src/pages/PlanificationPage.vue') },
       { path: 'conformite-adresses', component: () => import('src/pages/AddressConformityPage.vue') },
       { path: 'rdv',               component: () => import('src/pages/RendezVousPage.vue') },
       { path: 'copilote',          component: () => import('src/pages/CopilotePage.vue') },
       { path: 'agent-flows',       component: () => import('src/pages/AgentFlowsPage.vue') },
       { path: 'network',           component: () => import('src/pages/NetworkPage.vue') },
+      { path: 'sync-legacy',       component: () => import('src/pages/LegacySyncPage.vue') },
       // Gift campaigns — list, new wizard (CSV upload + matching), per-campaign detail with live SSE updates
       { path: 'campaigns',                   component: () => import('src/modules/campaigns/pages/CampaignsListPage.vue') },
       { path: 'campaigns/new',               component: () => import('src/modules/campaigns/pages/CampaignNewPage.vue') },
diff --git a/services/targo-hub/lib/categories.js b/services/targo-hub/lib/categories.js
new file mode 100644
index 0000000..4046371
--- /dev/null
+++ b/services/targo-hub/lib/categories.js
@@ -0,0 +1,33 @@
+// ── Taxonomie des conversations — SOURCE UNIQUE ───────────────────────────────
+// Avant : le « type » d'une conversation vivait dans 4 endroits désynchronisables
+//   - TYPES + l'énumération du prompt IA      → inbox-triage.js
+//   - QUEUE_OF (type→file) + QUEUES           → conversation.js
+// Conséquence réelle : `telephonie`/`television` existaient dans QUEUE_OF mais PAS
+// dans TYPES → jamais produits par le triage (clés inertes). On centralise ici pour
+// que toute évolution de catégorie se fasse à UN seul endroit.
+//
+// ⚠️ CONTRAT : le prompt système de `classifyEmail` (inbox-triage.js) énumère les
+//    valeurs de TYPES À LA MAIN (contrainte du modèle). Si tu ajoutes un type ici,
+//    ajoute-le AUSSI dans cette énumération du prompt, sinon le triage ne le produira pas.
+
+// Les 4 FILES de l'inbox partagé (= labels F fiables, vs 30 départements).
+const QUEUES = ['Facturations', 'Service à la clientèle', 'Supports', 'Technicien']
+
+// Types de demande que le triage peut produire (doivent matcher l'énumération du prompt IA).
+const TYPES = ['support', 'facturation', 'vente', 'installation', 'autre']
+
+// type → FILE de routage. (telephonie/television : réservés — routent vers Technicien si un jour produits.)
+const QUEUE_OF = {
+  facturation: 'Facturations',
+  vente: 'Service à la clientèle',
+  support: 'Supports',
+  installation: 'Technicien',
+  telephonie: 'Technicien',
+  television: 'Technicien',
+  autre: '',
+}
+
+// type → catégorie de TICKET (ERPNext Issue).
+const CAT = { facturation: 'Facturation', vente: 'Commercial', installation: 'Installation', support: 'Support', autre: 'Autre' }
+
+module.exports = { QUEUES, TYPES, QUEUE_OF, CAT }
diff --git a/services/targo-hub/lib/conversation.js b/services/targo-hub/lib/conversation.js
index 39cf72f..f824249 100644
--- a/services/targo-hub/lib/conversation.js
+++ b/services/targo-hub/lib/conversation.js
@@ -3,7 +3,7 @@ const crypto = require('crypto')
 const fs = require('fs')
 const path = require('path')
 const cfg = require('./config')
-const { log, json, parseBody, lookupCustomerByPhone, createCommunication } = require('./helpers')
+const { log, json, parseBody, lookupCustomerByPhone, lookupCustomersByPhone, lookupCustomersByEmail, createCommunication, readJsonFile, writeJsonFile, stripDataUrl } = require('./helpers')
 const erp = require('./erp')
 const sse = require('./sse')
 
@@ -45,7 +45,7 @@ function createConversation ({ phone, customer, customerName, agentEmail, subjec
     token, phone, customer: customer || null, customerName: customerName || 'Client',
     agentEmail: agentEmail || null, subject: subject || 'Conversation',
     status: 'active', messages: [], createdAt: now, lastActivity: now,
-    expiresAt: new Date(Date.now() + 48 * 3600000).toISOString(),
+    expiresAt: new Date(Date.now() + 30 * 24 * 3600000).toISOString(), // 30 j (lien web-chat persistant ; le client peut toujours répondre par SMS)
     smsCount: 0, pushSub: null,
   }
   conversations.set(token, conv)
@@ -61,9 +61,12 @@ function getConversation (token) {
   return conv
 }
 
-function addMessage (conv, { from, text, type = 'text', via = 'web' }) {
-  const msg = { id: crypto.randomUUID(), from, text, type, via, ts: new Date().toISOString() }
+function addMessage (conv, { from, text, type = 'text', via = 'web', media = '', html = '', agent = '' }) {
+  const msg = { id: crypto.randomUUID(), from, text, type, via, media, ts: new Date().toISOString() }
+  if (html) msg.html = html // courriel : HTML complet (rendu WYSIWYG iframe côté Ops)
+  if (from === 'agent' && agent) msg.agent = agent // identité de l'agent qui répond → stats « réponses par employé » (classement Inbox)
   conv.messages.push(msg)
+  if (!conv.initiatedBy) conv.initiatedBy = from // qui a OUVERT le fil : 'agent' = nous (notif/relance → l'IA n'auto-répond pas) ; 'customer' = demande entrante
   conv.lastActivity = msg.ts
   saveToDisk()
   sse.broadcast('conv:' + conv.token, 'conv-message', { token: conv.token, message: msg })
@@ -102,20 +105,37 @@ async function sendPushNotification (conv, message) {
   }
 }
 
-async function sendSmsFallback (conv, text) {
-  if (conv.smsCount >= 2) { log(`SMS limit reached for conv ${conv.token}, skipping`); return false }
+async function sendSmsFallback (conv, text, media) {
+  // Conversation texto : pas de plafond bas sur les réponses MANUELLES de l'agent (chaque envoi = clic humain).
+  // On garde un plafond de sécurité élevé pour éviter tout emballement.
+  if ((conv.smsCount || 0) >= 50) { log(`SMS safety cap reached for conv ${conv.token}, skipping`); return false }
   const { sendSmsInternal } = require('./twilio')
-  const success = await sendSmsInternal(conv.phone, text, conv.customer)
-  if (success) { conv.smsCount++; saveToDisk() }
+  const success = await sendSmsInternal(conv.phone, text, conv.customer, media)
+  if (success) { conv.smsCount = (conv.smsCount || 0) + 1; saveToDisk() }
   return success
 }
 
 async function notifyCustomer (conv, message) {
+  // Conversation EMAIL → on RÉPOND par courriel dans le MÊME fil Gmail (pas SMS/push).
+  if (conv.channel === 'email' && conv.email) {
+    try {
+      const gmail = require('./gmail')
+      const base = conv.lastSubject || conv.subject || ''
+      const subj = withTicketTag(conv, /^re\s*:/i.test(base) ? base : ('Re: ' + base))
+      const r = await gmail.sendMessage({ to: conv.email, subject: subj, body: message.text || '', html: message.html || '', threadId: conv.threadId, inReplyTo: conv.lastMessageId })
+      if (r && r.id) conv.lastGmailId = r.id
+      log(`Email reply sent for conv ${conv.token} → ${conv.email} (gmail ${r.id})`)
+      return 'email'
+    } catch (e) { log(`Email reply error for conv ${conv.token}: ${e.message}`); return 'none' }
+  }
+  // Canaux chat externes : la réponse agent est déjà diffusée en direct via SSE (addMessage → conv-client). Pas de SMS/push.
+  if (conv.channel === 'webchat' || conv.channel === '3cx') return 'webchat'
+  if (conv.channel === 'facebook') { log(`FB reply pending (Send API à brancher) conv ${conv.token}`); return 'facebook-pending' } // phase 2 : Messenger Send API
+  // Si le client a ouvert le web-chat et s'est abonné aux push → notification push.
   const pushed = await sendPushNotification(conv, message)
   if (pushed) return 'push'
-  const link = `${cfg.CLIENT_PUBLIC_URL}/c/${conv.token}`
-  const smsText = `${message.text?.substring(0, 100) || 'Nouveau message'}\n\nRépondre: ${link}`
-  return (await sendSmsFallback(conv, smsText)) ? 'sms' : 'none'
+  // Sinon : SMS/MMS simple — messagerie texte habituelle, PAS de lien web.
+  return (await sendSmsFallback(conv, message.text || '', message.media || '')) ? 'sms' : 'none'
 }
 
 function findConversationByPhone (phone) {
@@ -131,12 +151,14 @@ async function autoLinkIncomingSms (phone, text) {
   const existing = findConversationByPhone(phone)
   if (existing) return existing
 
-  const customer = await lookupCustomerByPhone(phone)
+  const matches = await lookupCustomersByPhone(phone, 6)
+  const customer = matches.length === 1 ? matches[0] : null // 1 fiche = lien auto ; >1 = l'agent choisit (candidates)
   const { sendSmsInternal } = require('./twilio')
 
   if (!customer) {
-    const conv = createConversation({ phone, customer: null, customerName: phone, agentEmail: null, subject: 'SMS entrant (inconnu)' })
+    const conv = createConversation({ phone, customer: null, customerName: phone, agentEmail: null, subject: matches.length > 1 ? `SMS entrant (${matches.length} fiches — à rattacher)` : 'SMS entrant (inconnu)' })
     conv.smsCount = 0
+    if (matches.length > 1) conv.candidates = matches // plusieurs fiches partagent ce numéro → choix dans le panneau OPS
     addMessage(conv, { from: 'customer', text, via: 'sms' })
     const link = `${cfg.CLIENT_PUBLIC_URL}/c/${conv.token}`
     const visibleText = 'Bonjour, merci pour votre message! Un agent Gigafibre vous répondra sous peu.'
@@ -171,6 +193,17 @@ async function autoLinkIncomingSms (phone, text) {
   return conv
 }
 
+const todayET = () => new Date().toLocaleDateString('en-CA', { timeZone: 'America/Toronto' }) // YYYY-MM-DD (heure de l'Est)
+
+// Accusé de réception trivial (« ok », « merci », « c'est bon », un emoji…) → rien à traiter, l'IA ne répond pas.
+const ACK_WORDS = new Set(['ok', 'okay', 'oki', 'dac', 'daccord', 'accord', 'parfait', 'merci', 'beaucoup', 'nickel', 'super', 'genial', 'bien', 'recu', 'bienrecu', 'compris', 'cest', 'bon', 'cestbon', 'oui', 'ouais', 'yes', 'yep', 'yeah', 'thanks', 'thank', 'you', 'thx', 'ty', 'noted', 'correct', 'exact', 'tres'])
+function isAck (text) {
+  const t = String(text || '').toLowerCase().normalize('NFD').replace(/[̀-ͯ]/g, '') // minuscules, sans accents
+  if (!t.replace(/[^a-z]/g, '')) return true // emojis/ponctuation seuls (« 👍 », « . », « ✅ ») → accusé
+  const words = t.replace(/['’\-]/g, '').replace(/[^a-z\s]/g, ' ').split(/\s+/).filter(Boolean) // ' et - collés : c'est→cest, d'accord→daccord
+  return words.length > 0 && words.length <= 3 && words.every(w => ACK_WORDS.has(w))
+}
+
 function triggerAgent (conv) {
   if (agentTimers.has(conv.token)) clearTimeout(agentTimers.get(conv.token))
   agentTimers.set(conv.token, setTimeout(() => {
@@ -181,6 +214,15 @@ function triggerAgent (conv) {
 
 async function runAgentForConv (conv) {
   if (!cfg.AI_API_KEY || !conv.customer || conv.status !== 'active') return
+  // RÈGLE 1 : l'IA n'auto-répond QUE sur un fil INITIÉ PAR LE CLIENT. Si NOUS l'avons ouvert (notif « maintenance
+  // planifiée », relance, campagne…), un agent gère — l'IA reste muette (un « ok » du client n'appelle aucune réponse auto).
+  const initiator = conv.initiatedBy || (conv.messages && conv.messages[0] && conv.messages[0].from) || 'customer'
+  if (initiator !== 'customer') { log(`AI auto-reply supprimée (fil initié par nous) pour conv ${conv.token}`); return }
+  // RÈGLE 2 : ne pas répondre à un simple accusé de réception (« ok », « merci »…) — rien à traiter, ça crée du bruit.
+  const lastCust = [...(conv.messages || [])].reverse().find(m => m.from === 'customer')
+  if (lastCust && isAck(lastCust.text)) { log(`AI auto-reply supprimée (accusé « ${String(lastCust.text || '').slice(0, 20)} ») pour conv ${conv.token}`); return }
+  // RÈGLE 3 : si un HUMAIN (agent OPS) a écrit dans ce fil AUJOURD'HUI, l'IA NE répond PAS le même jour (un humain gère).
+  if (conv.lastHumanDate && conv.lastHumanDate === todayET()) { log(`AI auto-reply supprimée (fil mené par un humain aujourd'hui) pour conv ${conv.token}`); return }
   sse.broadcast('conv-client:' + conv.token, 'conv-typing', { typing: true })
   try {
     const { runAgent } = require('./agent')
@@ -211,6 +253,93 @@ async function runAgentForConv (conv) {
   sse.broadcast('conv-client:' + conv.token, 'conv-typing', { typing: false })
 }
 
+// ── Coordination (shared inbox) : files = 4 LABELS F (fiable vs 30 départements) + claim ──
+const { QUEUES, QUEUE_OF } = require('./categories') // taxonomie = SOURCE UNIQUE (voir lib/categories.js)
+const PIPELINE_STAGES = ['Nouveau', 'Qualifié', 'Devis', 'Gagné', 'Perdu'] // pipeline de leads (conversations vente)
+// ── Garde-fous anti-spam de file (ingest courriel) ────────────────────────────
+// Empêche le blast d'une file pour : nos PROPRES notifs réingérées (boucle), les expéditeurs de NOS domaines
+// (staff/systèmes internes), et les RÉPONSES à un ticket existant (→ rattacher au fil, pas un nouveau routage).
+const OWN_DOMAINS = /@([a-z0-9-]+\.)*(targo\.ca|targointernet\.com|gigafibre\.ca)$/i // inclut les SOUS-DOMAINES (ex. directadmin.targointernet.com = notre infra) → interne, jamais un « client »
+const OWN_NOTIF_SUBJECT = /^\s*(re\s*:\s*)?\[(inbox|ticket)\s*[·:]/i // nos sujets [Inbox · …] / [Ticket · …]
+const TICKET_REPLY_SUBJECT = /\[ticket\s*#?\s*[\w-]+\]/i            // réponse à un ticket existant : [Ticket #ISS-2026-001] ou [Ticket #250819]
+// Expéditeur MACHINE (jamais un humain à qui répondre dans l'inbox client) : no-reply, daemon de courriel, panneau d'hébergement…
+const AUTOMATED_SENDER = /(no-?reply|do-?not-?reply|mailer-daemon)|^(postmaster|bounces?|daemon|cron)@|@(directadmin|bounces?)\./i // « noreply » n'importe où dans le local-part (ex. mail-noreply@google.com) ; daemon/postmaster en début ; sous-domaines infra
+// Sujet caractéristique d'une notif AUTOMATISÉE (monitoring / panneau d'hébergement) — marqueurs HAUTE PRÉCISION seulement.
+// NE PAS ajouter de phrases génériques (« service down », « currently down ») : un client peut écrire « mon internet est down » → ne JAMAIS masquer ça.
+const AUTOMATED_SUBJECT = /automated message generated by|\bdirectadmin\b|cmd_ticket|freshclam|avis de sécurité.*(serveur mandataire|proxy)/i
+const TICKET_REF_RX = /\[ticket\s*#?\s*([\w-]+)\]/i                 // extrait le NOM du ticket → route le fil vers la bonne conversation
+// Préfixe le sujet sortant avec [Ticket #N] quand la conversation est promue en ticket : la réponse du client se rattache au bon fil/ticket.
+function withTicketTag (conv, subject) {
+  const lt = conv && conv.linkedTickets
+  const tName = (lt && lt.length) ? lt[lt.length - 1].name : null
+  let s = String(subject || conv.lastSubject || '(sans objet)')
+  if (!tName) return s
+  if (new RegExp('\\[ticket\\s*#?\\s*' + tName.replace(/[.*+?^${}()|[\]\\]/g, '\\$&') + '\\]', 'i').test(s)) return s // déjà étiqueté
+  const m = s.match(/^(re\s*:\s*)/i); const prefix = m ? m[1] : ''
+  const rest = s.slice(prefix.length).replace(/\[ticket\s*#?\s*[\w-]+\]\s*/i, '').trim()
+  return prefix + `[Ticket #${tName}] ` + rest
+}
+// Nom d'affichage de l'expéditeur depuis l'en-tête From (« Michaël Brisson <x@y> » → « Michaël Brisson »). '' si pas de nom (juste un courriel) → on retombe sur l'email.
+function fromDisplayName (from) {
+  const s = String(from || '').trim()
+  const m = /^\s*"?([^"<]*?)"?\s*<[^>]+>/.exec(s) // « Nom <email> » ou « "Nom" <email> »
+  let n = m ? m[1].trim() : (!/@/.test(s) ? s : '')
+  n = n.replace(/^['"]|['"]$/g, '').trim()
+  return (n && !/@/.test(n)) ? n.slice(0, 80) : ''
+}
+function ingestGuard (email, subject) {
+  const s = String(subject || '')
+  const e = String(email || '').trim()
+  if (OWN_NOTIF_SUBJECT.test(s)) return 'own_notif'                 // notre propre courriel de file → boucle
+  if (e && OWN_DOMAINS.test(e)) return 'internal'                   // expéditeur interne (incl. sous-domaines infra), pas un client
+  if ((e && AUTOMATED_SENDER.test(e)) || AUTOMATED_SUBJECT.test(s)) return 'automated' // notif machine (no-reply / monitoring / hébergement) → masquée de l'inbox client
+  if (TICKET_REPLY_SUBJECT.test(s)) return 'ticket_reply'          // suivi d'un ticket → fil existant, pas de blast
+  return null
+}
+function gmailReplyUrl (conv) { return (conv && conv.channel === 'email' && conv.lastMessageId) ? 'https://mail.google.com/mail/u/0/#search/rfc822msgid:' + encodeURIComponent(String(conv.lastMessageId).replace(/^<|>$/g, '')) : null }
+// Appartenance agent ↔ file : config éditable /app/data/queue_members.json = { "Supports": ["a@targo.ca", …], … }. Vide = aucune notif (sûr).
+function loadQueueMembers () { return readJsonFile('/app/data/queue_members.json', {}) }
+// Règles d'inbox définies par l'agent (« Filtrer comme ceci ») : [{ id, field:'from'|'subject', contains, action:'mask'|'allow' }]. « allow » prime sur « mask ».
+function loadInboxRules () { return readJsonFile('/app/data/inbox_rules.json', []) }
+function matchInboxRule (email, subject) {
+  const rules = loadInboxRules(); if (!Array.isArray(rules) || !rules.length) return null
+  const e = String(email || '').toLowerCase(); const s = String(subject || '').toLowerCase()
+  let masked = false
+  for (const r of rules) {
+    const needle = String(r.contains || '').toLowerCase().trim(); if (!needle) continue
+    const hay = r.field === 'subject' ? s : e
+    if (hay.includes(needle)) { if (r.action === 'allow') return 'allow'; if (r.action === 'mask') masked = true }
+  }
+  return masked ? 'mask' : null
+}
+// Libellés d'AFFICHAGE des files (ex. « Facturation » au singulier) — la CLÉ reste le nom réel (pluriel, = F). Cosmétique uniquement.
+function loadQueueLabels () { return readJsonFile('/app/data/queue_labels.json', {}) }
+// Réponses pré-écrites (canned) : /app/data/canned_responses.json = [{id,title,body,category}]. Variables {{client}} {{agent}} {{ticket}} résolues à l'insertion (front).
+function loadCanned () { const d = readJsonFile('/app/data/canned_responses.json', []); return Array.isArray(d) ? d : (d.responses || []) }
+function saveCanned (list) { return writeJsonFile('/app/data/canned_responses.json', list || []) }
+// Pousse un courriel (via Gmail) aux MEMBRES de la file quand une demande y arrive (1 fois). Remplace le fan-out support@ par un ciblage par équipe.
+async function notifyQueue (conv) {
+  if (!conv || !conv.queue) return
+  conv._notifiedQueues = conv._notifiedQueues || []
+  if (conv._notifiedQueues.includes(conv.queue)) return
+  const members = (loadQueueMembers()[conv.queue] || []).filter(e => /.+@.+\..+/.test(e))
+  if (!members.length) return // aucun membre configuré → on ne notifie pas
+  const lastCust = [...(conv.messages || [])].reverse().find(m => m.from === 'customer')
+  const link = gmailReplyUrl(conv) || ''
+  const who = conv.customerName || conv.email || conv.phone || 'Client'
+  const body = `Nouvelle demande dans la file « ${conv.queue} ».\n\nDe : ${who}\nSujet : ${conv.subject || '(courriel)'}\n\n${String((lastCust && lastCust.text) || '').slice(0, 600)}\n\n${link ? 'Ouvrir le fil : ' + link : 'À prendre en charge dans OPS — Inbox.'}\n\n— TARGO Inbox (assignation automatique)`
+  try { await require('./outbox').enqueue({ to: members.join(','), subject: `[Inbox · ${conv.queue}] ${who}: ${String(conv.subject || '').slice(0, 60)}`, body }, { kind: 'queue-notif', label: conv.queue }); conv._notifiedQueues.push(conv.queue); saveToDisk() } catch (e) { log('notifyQueue ' + conv.token + ': ' + e.message) }
+}
+// Notifie une file PRÉCISE pour un ticket donné (utilisé par le split : chaque équipe reçoit SON ticket, indépendamment de conv.queue).
+async function notifyQueueLabel (label, conv, ticketSubject) {
+  const members = (loadQueueMembers()[label] || []).filter(e => /.+@.+\..+/.test(e))
+  if (!members.length) return
+  const who = (conv && (conv.customerName || conv.email || conv.phone)) || 'Client'
+  const link = gmailReplyUrl(conv) || ''
+  const body = `Nouveau ticket assigné à la file « ${label} » (issu d'une conversation scindée).\n\nDe : ${who}\nTicket : ${ticketSubject}\n\n${link ? 'Fil d\'origine : ' + link : 'À traiter dans OPS — Tickets / Inbox.'}\n\n— TARGO Inbox`
+  try { await require('./outbox').enqueue({ to: members.join(','), subject: `[Inbox · ${label}] ${ticketSubject}`.slice(0, 90), body }, { kind: 'queue-notif', label }) } catch (e) { log('notifyQueueLabel ' + label + ': ' + e.message) }
+}
+
 function listConversations ({ includeAll = false } = {}) {
   const out = []
   for (const [, conv] of conversations) {
@@ -219,6 +348,9 @@ function listConversations ({ includeAll = false } = {}) {
     out.push({
       token: conv.token, phone: conv.phone, customer: conv.customer,
       customerName: conv.customerName, agentEmail: conv.agentEmail, subject: conv.subject,
+      channel: conv.channel || 'sms', email: conv.email || null, noise: !!conv.noise,
+      queue: conv.queue || '', assignee: conv.assignee || null,
+      suggestedTicket: conv.suggestedTicket || null, linkedTickets: conv.linkedTickets || [],
       status: expired ? 'expired' : conv.status, messageCount: conv.messages.length,
       lastActivity: conv.lastActivity, createdAt: conv.createdAt,
       lastMessage: conv.messages.length ? conv.messages[conv.messages.length - 1] : null,
@@ -228,17 +360,22 @@ function listConversations ({ includeAll = false } = {}) {
 
   const discussions = {}
   for (const c of out) {
-    const phoneKey = c.phone.replace(/\D/g, '').slice(-10)
-    const key = c.status === 'active' ? `${phoneKey}:active` : `${phoneKey}:${c.createdAt.slice(0, 10)}`
+    const isEmail = c.channel === 'email'
+    const phoneKey = c.phone ? c.phone.replace(/\D/g, '').slice(-10) : '' // null-safe (les convs EMAIL n'ont pas de téléphone)
+    const baseKey = isEmail ? ('email:' + (c.email || c.token)) : (phoneKey || ('t:' + c.token))
+    const key = c.status === 'active' ? `${baseKey}:active` : `${baseKey}:${c.createdAt.slice(0, 10)}`
     if (!discussions[key]) {
       const day = c.status === 'active' ? c.lastActivity.slice(0, 10) : c.createdAt.slice(0, 10)
       discussions[key] = {
-        id: key, phone: c.phone, customer: c.customer, customerName: c.customerName,
+        id: key, phone: c.phone, email: c.email || null, channel: c.channel || 'sms',
+        customer: c.customer, customerName: c.customerName, queue: c.queue || '', assignee: c.assignee || null,
         date: day, conversations: [], messages: [], lastActivity: c.lastActivity, status: 'closed',
       }
     }
     discussions[key].conversations.push(c)
     if (c.status === 'active') discussions[key].status = 'active'
+    if (c.queue && !discussions[key].queue) discussions[key].queue = c.queue
+    if (c.assignee) discussions[key].assignee = c.assignee
     if (c.lastActivity > discussions[key].lastActivity) {
       discussions[key].lastActivity = c.lastActivity
       if (discussions[key].status === 'active') discussions[key].date = c.lastActivity.slice(0, 10)
@@ -246,25 +383,44 @@ function listConversations ({ includeAll = false } = {}) {
   }
 
   for (const d of Object.values(discussions)) {
-    const allMsgs = []
+    const allMsgs = []; let latest = null
     for (const c of d.conversations) {
       const conv = conversations.get(c.token)
       if (!conv) continue
+      if (!latest || conv.lastActivity > latest.lastActivity) latest = conv
       for (const m of conv.messages) allMsgs.push({ ...m, convToken: c.token })
     }
     allMsgs.sort((a, b) => a.ts.localeCompare(b.ts))
     d.messages = allMsgs
     d.messageCount = allMsgs.length
+    d.subject = (latest && (latest.lastSubject || latest.subject)) || '' // sujet du courriel pour la liste (était absent → la liste n'affichait pas le sujet)
     d.lastMessage = allMsgs.length ? allMsgs[allMsgs.length - 1] : null
+    d.token = latest ? latest.token : (d.conversations[0] && d.conversations[0].token) // token actionnable (claim/file/réponse)
+    d.suggestedTicket = (latest && latest.suggestedTicket) || null
+    d.linkedTickets = (latest && latest.linkedTickets) || []
+    d.gmailReplyUrl = gmailReplyUrl(latest)
+    d.noise = !!(latest && latest.noise)
+    d.readBy = (latest && latest.readBy) || {} // liste : « vu par » + détection non-lu par soi
   }
 
   return { conversations: out, discussions: Object.values(discussions).sort((a, b) => b.lastActivity.localeCompare(a.lastActivity)) }
 }
 
-function deleteConversation (token) {
-  const existed = conversations.delete(token)
-  if (existed) saveToDisk()
-  return existed
+// Met à la CORBEILLE Gmail les courriels du fil (réversible 30 j) — fil entier si threadId connu, sinon par message.
+async function trashConvGmail (conv) {
+  if (!conv || conv.channel !== 'email') return
+  const gmail = require('./gmail')
+  if (conv.threadId) { await gmail.trashThread(conv.threadId); return }
+  for (const id of (conv._gmailIds && conv._gmailIds.length ? conv._gmailIds : (conv.lastGmailId ? [conv.lastGmailId] : []))) { try { await gmail.trashMessage(id) } catch (e) { /* */ } }
+}
+// Supprime la conversation. opts.trashGmail = sort aussi les courriels liés de la boîte (suppression EXPLICITE par l'agent).
+function deleteConversation (token, { trashGmail = false } = {}) {
+  const conv = conversations.get(token)
+  if (!conv) return false
+  if (trashGmail) trashConvGmail(conv).catch(e => log('trashConvGmail ' + token + ': ' + e.message)) // best-effort, ne bloque pas la suppression
+  conversations.delete(token)
+  saveToDisk()
+  return true
 }
 
 function deleteDiscussionByTokens (tokens) {
@@ -325,11 +481,12 @@ async function archiveDiscussion (tokens) {
 
   const issueSubject = `[Archivé] ${subject || 'Discussion'} — ${customerName || phone}`
   const issueData = {
-    subject: issueSubject, status: 'Closed', priority: 'Low', issue_type: 'SMS/Chat',
-    raised_by: phone || '', description: lines.join('\n\n'),
+    subject: issueSubject, status: 'Closed', priority: 'Low', // issue_type omis (doctype « SMS/Chat » absent → LinkValidationError)
+    description: (phone ? `Téléphone : ${phone}\n\n` : '') + lines.join('\n\n'),
   }
   // Only set customer if we have a valid one — avoid sending null/undefined to ERPNext
   if (customer) issueData.customer = customer
+  if (phone && /.+@.+\..+/.test(phone)) issueData.raised_by = phone // raised_by = EMAIL valide seulement
 
   try {
     const result = await erp.create('Issue', issueData)
@@ -341,30 +498,499 @@ async function archiveDiscussion (tokens) {
   } catch (e) { log('Archive error:', e.message); throw e }
 }
 
+// Crée un ERPNext Issue OUVERT depuis une conversation, SANS la supprimer (≠ archiveDiscussion qui ferme+supprime).
+// La conversation RESTE dans l'historique du client ; lien bidirectionnel (conv.linkedTickets ↔ Issue.conversation_token).
+async function createTicketFromConversation (token, { title, category, priority, summary } = {}) {
+  const conv = getConversation(token)
+  if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  const who = (m) => m.from === 'customer' ? (conv.customerName || conv.phone || 'Client') : (m.via === 'ai' ? 'AI Assistant' : 'Agent')
+  // Nettoie un corps de message pour le ticket : décode les entités HTML (&gt;…), COUPE l'historique cité (réponses Gmail/Outlook), retire les lignes « > … ». Garde le NOUVEAU texte lisible.
+  const clean = (text) => {
+    let s = String(text || '').replace(/^✉️[^\n]*\n+/, '')
+    s = s.replace(/&gt;/g, '>').replace(/&lt;/g, '<').replace(/&nbsp;/g, ' ').replace(/&#39;/g, "'").replace(/&quot;/g, '"').replace(/&amp;/g, '&')
+    s = s.split(/(?:On .{0,90}?wrote\s*:|Le .{0,90}?a écrit\s*:|-{2,}\s*Original Message|_{5,})/i)[0] // jette la citation, garde la réponse
+    s = s.split('\n').filter(l => !/^\s*>+/.test(l)).join('\n')
+    return s.replace(/[ \t]+/g, ' ').replace(/\n{3,}/g, '\n\n').trim()
+  }
+  const cleanSubject = (s) => String(s || '').replace(/&gt;/g, '>').replace(/&lt;/g, '<').replace(/&amp;/g, '&').split(/\s+On [A-Z]\w+,|\s+Le \d|[\r\n]/)[0].replace(/\s+/g, ' ').trim()
+  const msgs = (conv.messages || []).slice().sort((a, b) => String(a.ts).localeCompare(String(b.ts)))
+  const lines = msgs.filter(m => m.from !== 'system').map(m => {
+    const time = new Date(m.ts).toLocaleString('fr-CA', { dateStyle: 'short', timeStyle: 'short' })
+    const via = m.via === 'sms' ? 'SMS' : m.via === 'ai' ? 'IA' : m.via === 'email' ? 'Courriel' : 'Web'
+    let body = clean(m.text)
+    if (m.media) body += (body ? '\n' : '') + '🖼️ Image : ' + m.media // URL conservée (cliquable depuis le ticket)
+    if (!body && m.html) body = '[courriel HTML — voir le fil de la conversation]'
+    return `── ${who(m)} · ${via} · ${time}\n${body || '[vide]'}`
+  })
+  const cat = String(category || '').trim()
+  const subject = (cat ? `[${cat}] ` : '') + (cleanSubject(title || conv.lastSubject || conv.subject) || 'Demande client').slice(0, 130)
+  const issueData = {
+    subject, status: 'Open', priority: priority || 'Medium', // issue_type omis : le doctype Issue Type « SMS/Chat » n'existe pas → la catégorie est dans le sujet [Cat]
+    description: (summary ? 'Résumé IA :\n' + clean(summary) + '\n\n═══════════\n\n' : '') + `Source : conversation #${conv.token}` + (conv.customerName ? ` · ${conv.customerName}` : '') + (conv.phone ? ` · ${conv.phone}` : '') + '\n\n' + lines.join('\n\n'),
+  }
+  if (conv.customer) issueData.customer = conv.customer
+  if (conv.email && /.+@.+\..+/.test(conv.email)) issueData.raised_by = conv.email // raised_by = EMAIL valide seulement (sinon InvalidEmailAddressError)
+  const r = await erp.create('Issue', issueData)
+  if (!r.ok) return { ok: false, error: r.error || 'Création Issue échouée' }
+  conv.linkedTickets = conv.linkedTickets || []
+  conv.linkedTickets.push({ name: r.name, subject, ts: new Date().toISOString() })
+  saveToDisk()
+  erp.update('Issue', r.name, { conversation_token: conv.token }).catch(() => {}) // lien retour (best-effort si champ custom présent)
+  addMessage(conv, { from: 'system', text: `🎫 Ticket ${r.name} créé depuis cette conversation` })
+  sse.broadcast('conversations', 'conv-ticket-linked', { token: conv.token, issue: r.name, subject })
+  log(`Ticket ${r.name} créé depuis conv ${conv.token} (customer: ${conv.customer || 'none'})`)
+  return { ok: true, issue: r.name, subject }
+}
+
+// CHAÎNE DE TICKET : quand une conversation est liée à un Issue, chaque courriel (entrant/sortant) y est journalisé
+// comme Communication (reference_doctype Issue) → le ticket porte tout le fil, sans doublon de saisie.
+async function logToLinkedTicket (conv, msg, subject) {
+  if (!conv || !conv.linkedTickets || !conv.linkedTickets.length) return
+  const issue = conv.linkedTickets[conv.linkedTickets.length - 1] // le plus récent
+  if (!issue || !issue.name) return
+  const sent = msg.from === 'agent'
+  try {
+    await createCommunication({
+      communication_type: 'Communication', communication_medium: 'Email',
+      sent_or_received: sent ? 'Sent' : 'Received',
+      sender: sent ? (cfg.MAIL_FROM || 'cc@targointernet.com') : (conv.email || ''),
+      recipients: sent ? (conv.email || '') : (cfg.MAIL_FROM || 'cc@targointernet.com'),
+      subject: 'Re: ' + (subject || conv.lastSubject || conv.subject || ''),
+      content: msg.html || (msg.text || '').replace(/\n/g, '<br>'),
+      reference_doctype: 'Issue', reference_name: issue.name, status: 'Linked',
+    })
+  } catch (e) { log('logToLinkedTicket ' + issue.name + ': ' + e.message) }
+}
+
+// PREUVE DE PAIEMENT : OCR (vision Gemini) d'une image envoyée par le client → extrait montant/date/réf → AFFICHE pour décider.
+// NE écrit RIEN en facturation (F autoritaire) et NE réactive pas (GenieACS pas prêt) : on route vers Facturation, l'humain décide.
+async function analyzePaymentProof (token, { image, messageId } = {}) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  let src = image
+  if (!src && messageId) { const m = (conv.messages || []).find(x => x.id === messageId); src = m && m.media }
+  if (!src) { const m = [...(conv.messages || [])].reverse().find(x => x.media); src = m && m.media }
+  if (!src) return { ok: false, error: 'Aucune image à analyser' }
+  let base64
+  try {
+    if (/^https?:\/\//.test(src)) { const r = await fetch(src); const buf = Buffer.from(await r.arrayBuffer()); base64 = buf.toString('base64') }
+    else base64 = stripDataUrl(src)
+  } catch (e) { return { ok: false, error: 'image illisible: ' + e.message } }
+  let result
+  try { result = await require('./vision').extractPayment(base64) } catch (e) { return { ok: false, error: 'OCR: ' + e.message } }
+  conv.paymentProof = { ...result, ts: new Date().toISOString(), messageId: messageId || null }
+  saveToDisk()
+  sse.broadcast('conversations', 'conv-payment', { token: conv.token, payment: conv.paymentProof })
+  log(`Payment proof conv ${conv.token}: is_payment=${result.is_payment} amount=${result.amount} conf=${result.confidence}`)
+  return { ok: true, payment: conv.paymentProof }
+}
+
+// Trouve une conversation EMAIL existante par adresse (canal email) — pour regrouper le fil d'un même expéditeur.
+function findConversationByEmail (email) {
+  if (!email) return null
+  const e = String(email).toLowerCase()
+  let best = null
+  for (const c of conversations.values()) {
+    if (c.status === 'expired') continue
+    if (String(c.email || '').toLowerCase() === e) { if (!best || String(c.lastActivity) > String(best.lastActivity)) best = c }
+  }
+  return best
+}
+
+// Trouve la conversation liée à un ticket donné — pour rattacher une réponse « [Ticket #N] » au bon fil, même hors fil Gmail.
+function findConversationByTicketName (name) {
+  if (!name) return null
+  const n = String(name).toLowerCase()
+  let best = null
+  for (const c of conversations.values()) {
+    if (c.status === 'expired' || c.status === 'merged') continue
+    if ((c.linkedTickets || []).some(t => String(t.name || '').toLowerCase() === n)) { if (!best || String(c.lastActivity) > String(best.lastActivity)) best = c }
+  }
+  return best
+}
+
+// INGESTION d'un courriel entrant (poussé par n8n ou un poller IMAP). Crée/append une conversation canal EMAIL,
+// lance le triage IA, et si pertinent attache une SUGGESTION de ticket (affichée dans l'Inbox : Créer / Ignorer).
+async function ingestEmail ({ from, subject, body, text, html, message_id, thread_id, gmail_id } = {}) {
+  const triage = require('./inbox-triage')
+  const email = triage.extractEmail(from)
+  const content = String(body || text || '').slice(0, 8000)
+  if (message_id) { for (const c of conversations.values()) { if (Array.isArray(c._emailMsgIds) && c._emailMsgIds.includes(message_id)) return { ok: true, dedup: true, token: c.token } } } // idempotent
+  const guard = ingestGuard(email, subject) // garde-fous anti-spam de file (boucle / interne / réponse-ticket)
+  if (guard === 'own_notif') { log('ingestEmail: skip own notif loop — ' + String(subject || '').slice(0, 60)); return { ok: true, skipped: 'own_notif' } } // nos propres courriels de file → ne pas réingérer
+  const t = await triage.classifyEmail({ from, subject, body: content }).catch(e => { log('ingestEmail triage error:', e.message); return null })
+  // Réponse à un ticket promu : « [Ticket #N] » dans le sujet → rattache au fil exact (robuste même hors fil Gmail).
+  const tref = (String(subject || '').match(TICKET_REF_RX) || [])[1]
+  // On ne REGROUPE jamais par une de NOS adresses (support@targo.ca, *@targointernet.com…) : sinon tout le sortant ré-ingéré (From: support@targo.ca) se collapse dans un seul fil → des conversations sans lien fusionnent + héritent d'un mauvais nom. Voir OWN_DOMAINS.
+  let conv = (tref && findConversationByTicketName(tref)) || (email && !OWN_DOMAINS.test(email) ? findConversationByEmail(email) : null)
+  if (!conv) {
+    // Identité d'affichage = qui a VRAIMENT envoyé (en-tête From) en priorité, puis une fiche client liée PAR COURRIEL (fiable), puis le courriel.
+    // On n'utilise PAS le nom DEVINÉ par l'IA depuis le CONTENU (t.customer_name sans fiche liée) comme identité → sinon un courriel « gilles@ » s'affiche « Sylvie Juteau ».
+    const linkedName = (t && t.customer) ? t.customer_name : ''
+    conv = createConversation({ phone: null, customer: (t && t.customer) || null, customerName: fromDisplayName(from) || linkedName || email || 'Courriel', agentEmail: null, subject: subject || '(courriel)' })
+    conv.channel = 'email'; conv.email = email
+  }
+  conv._emailMsgIds = conv._emailMsgIds || []; if (message_id) conv._emailMsgIds.push(message_id)
+  if (thread_id) conv.threadId = thread_id // pour répondre DANS le même fil Gmail
+  if (message_id) conv.lastMessageId = message_id // In-Reply-To/References
+  if (gmail_id) { conv.lastGmailId = gmail_id; conv._gmailIds = conv._gmailIds || []; if (!conv._gmailIds.includes(gmail_id)) conv._gmailIds.push(gmail_id) } // pour spam/corbeille Gmail ciblés
+  conv.lastSubject = subject || conv.lastSubject || conv.subject
+  // Dédup DOUBLE-ENVOI : même expéditeur, corps QUASI identique, < 3 min (Message-ID différent → la dédup par ID ne l'attrape pas).
+  // FLOU : certains clients renvoient le même courriel à ~2 s d'intervalle avec 1 caractère de différence (encodage) → comparer les 140 premiers car. + écart de longueur < 12 %, pas un === strict.
+  const _norm = s => String(s || '').replace(/\s+/g, ' ').trim()
+  const _last = conv.messages.length ? conv.messages[conv.messages.length - 1] : null
+  if (_last && _last.from === 'customer') {
+    const a = _norm(_last.text), b = _norm(content)
+    const near = !!a && !!b && (a === b || (a.length > 80 && b.length > 80 && a.slice(0, 140) === b.slice(0, 140) && Math.abs(a.length - b.length) <= Math.max(a.length, b.length) * 0.12))
+    if (near && (Date.now() - new Date(_last.ts).getTime()) < 180000) {
+      log('ingestEmail: skip double-envoi (quasi-identique < 3 min) — ' + email); saveToDisk()
+      return { ok: true, skipped: 'double_send', token: conv.token }
+    }
+  }
+  // Corps = message du fil (le sujet est affiché comme EN-TÊTE → on ne le recolle PAS dans le corps : évite la double en-tête).
+  const emailMsg = addMessage(conv, { from: 'customer', text: content, via: 'email', html: html || '' })
+  if (conv.linkedTickets && conv.linkedTickets.length) logToLinkedTicket(conv, emailMsg, subject).catch(() => {}) // chaîne : alimente le ticket lié
+  // ── MASQUAGE = un choix, pas une règle aveugle ──
+  // Auto-masque le bruit machine (no-reply/infra) et l'interne, MAIS JAMAIS un vrai lead détecté par l'IA (vente/support/facturation/installation…).
+  // Les RÈGLES utilisateur priment (allow = ne jamais masquer ; mask = toujours masquer) → « on ne masque que ce qu'on choisit ».
+  const LEAD_TYPES = ['vente', 'support', 'facturation', 'installation', 'telephonie', 'television']
+  const isLead = !!(t && !t.noise && LEAD_TYPES.includes(t.type))
+  let masked = !!(t && t.noise) || guard === 'automated' || (guard === 'internal' && !isLead)
+  const rule = matchInboxRule(email, subject) // 'allow' | 'mask' | null — règle définie par l'agent (« Filtrer comme ceci »)
+  if (rule === 'allow') masked = false
+  else if (rule === 'mask') masked = true
+  conv.noise = masked
+  if (t) {
+    conv.triage = t
+    if (!conv.noise && guard !== 'ticket_reply') { // visible et pas une réponse à un ticket existant → routage/suggestion auto OK
+      if (!conv.queue) conv.queue = QUEUE_OF[t.type] || '' // route vers le LABEL (file) ; réorientable d'un clic
+      if (t.suggest_ticket && !(conv.linkedTickets && conv.linkedTickets.length)) {
+        conv.suggestedTicket = { title: t.suggested_title, category: t.category, priority: 'Medium', reason: t.reason, is_customer: t.is_customer, ts: new Date().toISOString() }
+      }
+      if (t.type === 'vente' && !conv.pipeline) conv.pipeline = { stage: 'Nouveau', value: 0, updatedAt: new Date().toISOString() } // lead → entre dans le pipeline
+    }
+  }
+  try { require('./coupon-triage').onEmail({ from, subject, body: content, conv }) } catch (e) { log('coupon onEmail: ' + e.message) } // Levier 1 : alerte coupons (ne bloque pas l'ingest)
+  saveToDisk()
+  sse.broadcast('conversations', 'conv-email', { token: conv.token, email, triage: t })
+  if (conv.queue && !conv.noise && !conv.assignee && !guard) notifyQueue(conv).catch(() => {}) // pousse aux membres de la file ; JAMAIS sur interne/réponse-ticket/notif (anti-spam)
+  return { ok: true, token: conv.token, triage: t, suggested_ticket: !!(conv.suggestedTicket) }
+}
+
+// INGESTION CANAL GÉNÉRIQUE — web chat (nouveau site), 3CX, Facebook Messenger… Tout tombe dans l'INBOX PARTAGÉ
+// (file + claim), donc AUCUNE capture mono-agent : si l'agent est absent et que le client réécrit, le fil reste visible par tous.
+// Clé de regroupement = channel + external_id (session web / PSID Facebook) → un seul fil par interlocuteur, réponses routées.
+function findConversationByChannelKey (key) {
+  if (!key) return null
+  let best = null
+  for (const c of conversations.values()) { if (c.channelKey === key && (!best || String(c.lastActivity) > String(best.lastActivity))) best = c }
+  return best
+}
+async function channelIngest ({ channel, external_id, from, name, text, html, customer, message_id } = {}) {
+  const ch = String(channel || 'webchat').toLowerCase()
+  const key = ch + ':' + String(external_id || from || '').trim()
+  const content = String(text || '').slice(0, 8000)
+  if (message_id) { for (const c of conversations.values()) { if (Array.isArray(c._chanMsgIds) && c._chanMsgIds.includes(message_id)) return { ok: true, dedup: true, token: c.token } } }
+  let conv = findConversationByChannelKey(key)
+  if (!conv) {
+    conv = createConversation({ phone: null, customer: customer || null, customerName: name || from || ({ webchat: 'Visiteur web', facebook: 'Messenger', '3cx': 'Chat 3CX' }[ch] || 'Chat'), subject: ({ webchat: 'Chat site', facebook: 'Facebook Messenger', '3cx': 'Chat 3CX' }[ch] || 'Chat') })
+    conv.channel = ch; conv.channelKey = key; conv.channelExternalId = String(external_id || from || '')
+  }
+  conv._chanMsgIds = conv._chanMsgIds || []; if (message_id) conv._chanMsgIds.push(message_id)
+  const msg = addMessage(conv, { from: 'customer', text: content, via: ch, html: html || '' })
+  // Triage IA léger (réutilise le classifieur courriel) → file + suggestion de ticket, comme un courriel.
+  try {
+    const t = await require('./inbox-triage').classifyEmail({ from: from || name || ch, subject: conv.subject, body: content })
+    if (t) { conv.triage = t; conv.noise = !!t.noise; if (!t.noise && !conv.queue) conv.queue = QUEUE_OF[t.type] || '' ; if (!t.noise && t.suggest_ticket && !(conv.linkedTickets && conv.linkedTickets.length)) conv.suggestedTicket = { title: t.suggested_title, category: t.category, priority: 'Medium', reason: t.reason, ts: new Date().toISOString() } }
+  } catch (e) { /* triage best-effort */ }
+  if (conv.linkedTickets && conv.linkedTickets.length) logToLinkedTicket(conv, msg, conv.subject).catch(() => {})
+  saveToDisk()
+  sse.broadcast('conversations', 'conv-message', { token: conv.token, customer: conv.customer, customerName: conv.customerName, message: msg })
+  if (conv.queue && !conv.noise && !conv.assignee) notifyQueue(conv).catch(() => {}) // file notifiée → personne n'est « propriétaire » unique
+  return { ok: true, token: conv.token, channel: ch }
+}
+
+// Envoi SMS sortant réutilisable (orchestrateur NL, FAB…) : crée/append une conversation par téléphone + envoie (notifyCustomer).
+async function sendSms ({ phone, customer, customerName, message, media } = {}) {
+  const digits = String(phone || '').replace(/\D/g, '')
+  if (digits.length < 10) return { ok: false, error: 'numéro invalide' }
+  if (!message && !media) return { ok: false, error: 'message requis' }
+  let conv = findConversationByPhone(digits)
+  if (!conv) conv = createConversation({ phone: digits, customer: customer || null, customerName: customerName || digits, subject: 'SMS' })
+  else if (customer && !conv.customer) { conv.customer = customer; conv.customerName = customerName || conv.customerName }
+  const msg = addMessage(conv, { from: 'agent', text: message || '', via: 'web', type: media ? 'image' : 'text', media: media || '' })
+  msg.notifiedVia = await notifyCustomer(conv, msg)
+  conv.lastHumanDate = todayET(); saveToDisk()
+  return { ok: true, token: conv.token, via: msg.notifiedVia }
+}
+
+// Compose un NOUVEAU courriel SORTANT (≠ réponse) : envoie via Gmail + crée/append une conversation EMAIL suivie.
+async function sendNewEmail ({ to, subject, body, html, customer, customerName } = {}) {
+  const triage = require('./inbox-triage')
+  const dest = triage.extractEmail(to) || String(to || '').trim()
+  if (!dest || !/.+@.+\..+/.test(dest)) return { ok: false, error: 'destinataire courriel invalide' }
+  const gmail = require('./gmail')
+  let conv = findConversationByEmail(dest)
+  if (!conv) { conv = createConversation({ phone: null, customer: customer || null, customerName: customerName || dest, subject: subject || 'Courriel' }); conv.channel = 'email'; conv.email = dest }
+  // réponse dans le fil si la conversation existe déjà (threadId connu)
+  const r = await gmail.sendMessage({ to: dest, subject: withTicketTag(conv, subject || conv.lastSubject || '(sans objet)'), body: body || '', html: html || '', threadId: conv.threadId, inReplyTo: conv.lastMessageId })
+  if (r && r.threadId) conv.threadId = r.threadId
+  if (r && r.id) conv.lastGmailId = r.id
+  conv.lastSubject = subject || conv.lastSubject
+  const m = addMessage(conv, { from: 'agent', text: (body || ''), via: 'email', html: html || '' })
+  if (conv.linkedTickets && conv.linkedTickets.length) logToLinkedTicket(conv, m, subject).catch(() => {})
+  conv.lastHumanDate = todayET(); saveToDisk()
+  log(`Nouveau courriel sortant → ${dest} (gmail ${r && r.id})`)
+  return { ok: true, token: conv.token, gmail: r }
+}
+
+// ── SPLIT : détecte les sujets distincts d'une conversation (ex. « facturation » + « télévision ») ──
+// detectTopics ne crée RIEN (aperçu) ; splitConversation crée 1 ticket par sujet (réutilise createTicketFromConversation).
+async function detectSplitTopics (token) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  if (!cfg.AI_API_KEY) return { ok: false, error: 'IA indisponible' }
+  const msgs = (conv.messages || []).filter(m => m.from !== 'system').slice(-12).map(m => (m.from === 'customer' ? 'CLIENT' : 'AGENT') + ': ' + String(m.text || '').slice(0, 400)).join('\n')
+  const sys = 'Tu analyses une conversation de support TARGO/Gigafibre (FAI). Détecte les PROBLÈMES/DEMANDES DISTINCTS qu\'elle contient. Renvoie UNIQUEMENT du JSON : {"topics":[{"title":"titre court du problème","category":"Facturation|Support|Vente|Installation|Television|Telephonie|Autre","queue":"Facturations|Service à la clientèle|Supports|Technicien"}]}. UN SEUL sujet ⇒ un seul élément. Ne scinde QUE si les sujets sont réellement indépendants (ex. une question de facture ET un problème de télé). N\'invente rien.'
+  let out
+  try {
+    out = await require('./ai').chat({ task: 'split', maxTokens: 500, temperature: 0.1, messages: [{ role: 'system', content: sys }, { role: 'user', content: 'CONVERSATION :\n' + msgs }] })
+  } catch (e) { return { ok: false, error: 'IA : ' + e.message } }
+  let parsed; try { parsed = JSON.parse((out.match(/\{[\s\S]*\}/) || ['{}'])[0]) } catch (e) { return { ok: false, error: 'réponse IA illisible' } }
+  const topics = Array.isArray(parsed.topics) ? parsed.topics.filter(t => t && t.title).slice(0, 6) : []
+  return { ok: true, topics, multi: topics.length > 1 }
+}
+
+// Crée 1 ticket par sujet. La conversation RESTE (lien vers tous les tickets via linkedTickets). Notifie la file de chaque sujet.
+async function splitConversation (token, { topics } = {}) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  let list = Array.isArray(topics) && topics.length ? topics : null
+  if (!list) { const d = await detectSplitTopics(token); if (!d.ok) return d; list = d.topics }
+  if (!list.length) return { ok: false, error: 'Aucun sujet détecté' }
+  const tickets = []
+  for (const t of list) {
+    const r = await createTicketFromConversation(token, { title: t.title, category: t.category }).catch(e => ({ ok: false, error: e.message }))
+    if (r && r.ok) {
+      tickets.push({ issue: r.issue, subject: r.subject, queue: t.queue || '' })
+      if (t.queue && QUEUES.includes(t.queue)) { try { await notifyQueueLabel(t.queue, conv, r.subject) } catch (e) { /* */ } } // chaque équipe notifiée de SON ticket
+    }
+  }
+  if (tickets.length) { addMessage(conv, { from: 'system', text: `✂️ Conversation scindée en ${tickets.length} ticket(s) : ${tickets.map(x => x.issue).join(', ')}` }); saveToDisk() }
+  return { ok: tickets.length > 0, tickets, count: tickets.length }
+}
+
+// ── MERGE : fusionne la conversation SOURCE dans la conversation CIBLE (doublons) ──
+// Les messages/notes/tickets de la source sont rapatriés dans la cible ; la source est marquée fusionnée (masquée).
+function mergeConversations (targetToken, sourceToken) {
+  if (targetToken === sourceToken) return { ok: false, error: 'Identiques' }
+  const target = getConversation(targetToken); const source = getConversation(sourceToken)
+  if (!target) return { ok: false, error: 'Cible introuvable' }
+  if (!source) return { ok: false, error: 'Source introuvable' }
+  const srcLabel = source.customerName || source.email || source.phone || source.token
+  target.messages = (target.messages || []).concat((source.messages || []).filter(m => m.from !== 'system'))
+    .sort((a, b) => String(a.ts).localeCompare(String(b.ts)))
+  if (source.notes && source.notes.length) target.notes = (target.notes || []).concat(source.notes)
+  if (source.linkedTickets && source.linkedTickets.length) target.linkedTickets = (target.linkedTickets || []).concat(source.linkedTickets)
+  if (!target.customer && source.customer) { target.customer = source.customer; target.customerName = target.customerName || source.customerName }
+  if (!target.email && source.email) target.email = source.email
+  if (!target.threadId && source.threadId) target.threadId = source.threadId
+  if (Array.isArray(source._emailMsgIds)) target._emailMsgIds = (target._emailMsgIds || []).concat(source._emailMsgIds)
+  addMessage(target, { from: 'system', text: `🔗 Conversation « ${srcLabel} » (#${source.token}) fusionnée ici` })
+  source.status = 'merged'; source.mergedInto = target.token; source.noise = true // disparaît de l'Inbox
+  saveToDisk()
+  sse.broadcast('conversations', 'conv-merged', { target: target.token, source: source.token })
+  log(`Merge ${source.token} → ${target.token}`)
+  return { ok: true, target: target.token, source: source.token, messages: target.messages.length }
+}
+
+// ── COMMANDE EN LANGAGE NATUREL (copilote) ──
+// Gemini interprète la commande de l'agent + le contexte → exécute les actions SÛRES (file, claim, note, ticket)
+// et RÉDIGE un brouillon de réponse (JAMAIS auto-envoyé — l'agent valide d'un clic). Réutilise gmail/createTicket/claim.
+async function nlCommand (token, command, agentEmail) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  if (!cfg.AI_API_KEY) return { ok: false, error: 'IA indisponible' }
+  if (!String(command || '').trim()) return { ok: false, error: 'commande vide' }
+  const msgs = (conv.messages || []).slice(-8).map(m => (m.from === 'customer' ? 'CLIENT' : (m.via === 'ai' ? 'IA' : 'AGENT')) + ': ' + String(m.text || '').slice(0, 300)).join('\n')
+  const ctx = `Conversation #${conv.token} · canal ${conv.channel || 'sms'} · client ${conv.customerName || '?'} (${conv.customer ? 'connu' : 'inconnu'}) · file actuelle ${conv.queue || '(aucune)'} · assigné ${conv.assignee || '(personne)'}\nDerniers messages :\n${msgs}`
+  const sys = 'Tu assistes un agent support TARGO/Gigafibre (fournisseur Internet). À partir de la COMMANDE de l\'agent et du CONTEXTE, renvoie UNIQUEMENT du JSON (aucun texte autour) : {"queue":"Facturations|Service à la clientèle|Supports|Technicien|null","claim":true|false,"note":"note interne en français ou null","reply":"brouillon de réponse au CLIENT en français, ton professionnel, ou null","create_ticket":{"title":"...","category":"Support|Facturation|Vente|Installation|Commercial|Autre","priority":"Low|Medium|High|Urgent"} ou null,"summary":"une phrase résumant ce que tu as fait"}. N\'invente jamais d\'information (montants, dates, identités). Mets "reply" SEULEMENT si la commande demande explicitement d\'écrire/répondre au client.'
+  let out
+  try {
+    out = await require('./ai').chat({ task: 'nl', maxTokens: 700, temperature: 0.2, messages: [{ role: 'system', content: sys }, { role: 'user', content: 'CONTEXTE :\n' + ctx + '\n\nCOMMANDE : ' + command }] })
+  } catch (e) { return { ok: false, error: 'IA : ' + e.message } }
+  let plan; try { plan = JSON.parse((out.match(/\{[\s\S]*\}/) || ['{}'])[0]) } catch (e) { return { ok: false, error: 'réponse IA illisible' } }
+  const applied = []
+  if (plan.queue && QUEUES.includes(plan.queue)) { conv.queue = plan.queue; applied.push('File → ' + plan.queue); sse.broadcast('conversations', 'conv-queue', { token, queue: conv.queue }) }
+  if (plan.claim) { conv.assignee = agentEmail || 'agent'; conv.assigneeAt = new Date().toISOString(); applied.push('Assigné à ' + (agentEmail || 'vous')); sse.broadcast('conversations', 'conv-claimed', { token, assignee: conv.assignee }) }
+  if (plan.note) { conv.notes = conv.notes || []; const note = { id: crypto.randomUUID(), agent: agentEmail || 'IA', text: String(plan.note), ts: new Date().toISOString() }; conv.notes.push(note); applied.push('Note interne ajoutée'); sse.broadcast('conversations', 'conv-note', { token, note }) }
+  let ticket = null
+  if (plan.create_ticket && plan.create_ticket.title) { const r = await createTicketFromConversation(token, { title: plan.create_ticket.title, category: plan.create_ticket.category, priority: plan.create_ticket.priority }).catch(e => ({ ok: false })); if (r && r.ok) { ticket = r.issue; applied.push('Ticket ' + r.issue + ' créé') } }
+  if (applied.length) { conv.lastHumanDate = todayET(); saveToDisk() }
+  return { ok: true, applied, draft_reply: plan.reply || null, summary: plan.summary || '', ticket }
+}
+
 const TK = /^\/conversations\/([A-Za-z0-9_-]{5,10})$/
 const TK_SUB = /^\/conversations\/([A-Za-z0-9_-]{5,10})\//
 
+// RÉSUMÉ IA d'un fil (style « Summarise this email » de Gmail) — pour l'agent, pas envoyé au client. PII → routé 'triage'.
+async function summarizeConversation (token) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  const who = m => m.from === 'agent' ? (m.via === 'ai' ? 'IA' : 'Agent') : (conv.customerName || conv.email || 'Client')
+  const msgs = (conv.messages || []).map(m => {
+    const body = String(m.text || '').replace(/^✉️[^\n]*\n+/, '').replace(/<[^>]+>/g, ' ').replace(/&nbsp;/g, ' ').replace(/\s+/g, ' ').trim().slice(0, 1200)
+    return body ? `${who(m)} (${String(m.ts || '').slice(0, 16).replace('T', ' ')}): ${body}` : ''
+  }).filter(Boolean).join('\n')
+  if (!msgs.trim()) return { ok: true, summary: '' }
+  const sys = 'Tu es l\'assistant d\'un fournisseur Internet (TARGO/Gigafibre). Résume ce fil pour un agent du service à la clientèle, en français, en 2 à 4 puces COURTES : le sujet, la demande/le problème, ce qui a déjà été fait, et la PROCHAINE action requise (s\'il y en a une). Factuel et bref. N\'invente rien. Réponds uniquement avec les puces (préfixe « • »).'
+  try {
+    // reasoning_effort:'none' désactive le « thinking » de gemini-2.5-flash (sinon ses jetons de réflexion mangent maxTokens et tronquent le résumé sur un long fil). Un résumé n'a pas besoin de chaîne de raisonnement → plus rapide + complet + ~200 jetons.
+    const out = await require('./ai').chat({ task: 'triage', maxTokens: 500, temperature: 0.2, reasoningEffort: 'none', messages: [{ role: 'system', content: sys }, { role: 'user', content: 'FIL :\n' + msgs.slice(0, 6000) }] })
+    return { ok: true, summary: String(out || '').trim() }
+  } catch (e) { log('summarizeConversation error: ' + e.message); return { ok: false, error: 'Résumé IA indisponible' } }
+}
+
+// #2 DISPONIBILITÉ DU SERVICE (réponse de vente) : l'IA extrait l'adresse, la fibre est vérifiée DE FAÇON DÉTERMINISTE dans la base RQA locale
+// (JAMAIS inventée par l'IA → on ne promet jamais à tort un service disponible), puis on PRÉPARE un brouillon. N'ENVOIE RIEN (l'agent valide).
+async function serviceabilityDraft (token, { address: providedAddr } = {}) {
+  const conv = getConversation(token); if (!conv) return { ok: false, error: 'Conversation introuvable' }
+  let address = String(providedAddr || '').trim()
+  if (!address) { // extraction IA (sans raisonnement) depuis les messages du CLIENT
+    const text = (conv.messages || []).filter(m => m.from === 'customer').map(m => String(m.text || '').replace(/^✉️[^\n]*\n+/, '').replace(/<[^>]+>/g, ' ')).join('\n').slice(0, 3000)
+    try {
+      const sys = 'Extrais UNIQUEMENT l\'adresse postale complète (numéro civique, rue, ville, code postal) mentionnée par le client dans un fil de courriels. Réponds en JSON STRICT : {"address":"..."} — ou {"address":""} si aucune adresse claire.'
+      const out = await require('./ai').chat({ task: 'triage', maxTokens: 150, temperature: 0, reasoningEffort: 'none', messages: [{ role: 'system', content: sys }, { role: 'user', content: text }] })
+      address = String((JSON.parse((out.match(/\{[\s\S]*\}/) || ['{}'])[0]).address) || '').trim()
+    } catch (e) { log('serviceability extract: ' + e.message) }
+  }
+  if (!address) return { ok: true, needs_address: true, message: 'Aucune adresse détectée dans le fil — précisez-la.' }
+  let match = null
+  try { const rows = await require('./address-db').searchLocal(address, 1); match = rows && rows[0] } catch (e) { log('serviceability searchLocal: ' + e.message); return { ok: false, error: 'Recherche d\'adresse indisponible' } }
+  if (!match) return { ok: true, needs_address: true, address, message: 'Adresse introuvable dans la base RQA — vérifiez l\'orthographe.' }
+  const fiber = !!match.fiber_available
+  const adr = match.adresse_formatee || address
+  const name = conv.customerName && !/@/.test(conv.customerName) ? String(conv.customerName).split(' ')[0] : ''
+  const portal = cfg.CLIENT_PORTAL_URL || 'https://portal.gigafibre.ca'
+  const link = portal + '/?adresse=' + encodeURIComponent(adr)
+  const hi = name ? 'Bonjour ' + name + ',' : 'Bonjour,'
+  const draft = fiber
+    ? hi + '\n\nMerci de votre intérêt envers Gigafibre. Bonne nouvelle : notre service de fibre optique est disponible à votre adresse (' + adr + ')' + (match.max_speed ? ', avec des vitesses pouvant atteindre ' + match.max_speed + '.' : '.') + '\n\nPour vous abonner en quelques minutes, cliquez ici : ' + link + '\n\nN\'hésitez pas si vous avez des questions.\n\nCordialement,\nL\'équipe Gigafibre'
+    : hi + '\n\nMerci de votre intérêt envers Gigafibre. Pour le moment, notre fibre optique n\'est pas encore disponible à votre adresse (' + adr + ').\n\nNous prenons note de votre intérêt et vous contacterons dès qu\'elle sera déployée dans votre secteur.\n\nCordialement,\nL\'équipe Gigafibre'
+  return { ok: true, address: adr, fiber_available: fiber, max_speed: match.max_speed || null, similarity: match.similarity_score, funnel_link: fiber ? link : null, draft_text: draft, draft_html: draft.replace(/\n/g, '<br>') }
+}
+
 async function handle (req, res, method, p, url) {
+  // INBOX UNIFIÉ — tickets (Issues ERPNext) ACTIFS RÉCENTS (file agent), fusionnés avec les conversations côté front.
+  // ⚠️ 897 Issues Open existent (backlog legacy importé, jamais retouché) → on filtre sur l'ACTIVITÉ RÉCENTE (modifié < N j)
+  //    pour ne montrer que la vraie file (les tickets créés depuis conversations apparaissent ici). ?days= et ?all=1 (backlog) en option.
+  if (p === '/conversations/inbox-tickets' && method === 'GET') {
+    try {
+      const all = url && url.searchParams && url.searchParams.get('all') === '1'
+      const days = Math.max(1, Math.min(365, Number(url && url.searchParams && url.searchParams.get('days')) || 45))
+      const filters = [['status', 'in', ['Open', 'Replied']]]
+      if (!all) { const since = new Date(Date.now() - days * 86400000).toISOString().slice(0, 10); filters.push(['modified', '>', since]) }
+      const rows = await erp.list('Issue', { filters, fields: ['name', 'subject', 'customer', 'status', 'priority', 'modified', 'creation'], limit: 200, orderBy: 'modified desc' })
+      return json(res, 200, { tickets: rows || [], recent_days: all ? null : days })
+    } catch (e) { log('inbox-tickets error:', e.message); return json(res, 200, { tickets: [], error: e.message }) }
+  }
+
+  // TRIAGE IA (Phase 3) — aperçu : classe un courriel (client connu ? type ? suggérer ticket ?). Réutilisé par le poller mail.
+  if (p === '/conversations/triage-preview' && method === 'POST') {
+    try { const b = await parseBody(req); const r = await require('./inbox-triage').classifyEmail(b || {}); return json(res, 200, r) } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
+  // PIPELINE de leads : board (colonnes par étape) des conversations en pipeline.
+  if (p === '/conversations/pipeline-board' && method === 'GET') {
+    const cols = {}; PIPELINE_STAGES.forEach(s => { cols[s] = [] })
+    for (const conv of conversations.values()) {
+      if (!conv.pipeline || !conv.pipeline.stage) continue
+      if (new Date(conv.expiresAt) < new Date()) continue
+      const st = PIPELINE_STAGES.includes(conv.pipeline.stage) ? conv.pipeline.stage : 'Nouveau'
+      cols[st].push({ token: conv.token, customerName: conv.customerName, contact: conv.email || conv.phone || '', subject: conv.subject || '', value: conv.pipeline.value || 0, queue: conv.queue || '', assignee: conv.assignee || null, channel: conv.channel || 'sms', is_customer: !!(conv.triage && conv.triage.is_customer), lastActivity: conv.lastActivity })
+    }
+    for (const s in cols) cols[s].sort((a, b) => String(b.lastActivity).localeCompare(String(a.lastActivity)))
+    return json(res, 200, { stages: PIPELINE_STAGES, columns: cols })
+  }
+
+  // Appartenance agent ↔ file (config éditable). GET = lire ; POST {members:{...}} = écrire.
+  if (p === '/conversations/queue-members' && (method === 'GET' || method === 'POST')) {
+    if (method === 'GET') return json(res, 200, { members: loadQueueMembers(), queues: QUEUES, labels: loadQueueLabels() })
+    try {
+      const b = await parseBody(req)
+      if (b.members) writeJsonFile('/app/data/queue_members.json', b.members)
+      if (b.labels) writeJsonFile('/app/data/queue_labels.json', b.labels) // libellés d'affichage (nom réel = clé inchangée)
+      return json(res, 200, { ok: true, members: b.members || loadQueueMembers(), labels: b.labels || loadQueueLabels() })
+    } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+  // Règles d'inbox (« Filtrer comme ceci ») : masquer/afficher par expéditeur ou sujet — l'agent choisit ce qui est masqué.
+  if (p === '/conversations/inbox-rules' && (method === 'GET' || method === 'POST')) {
+    if (method === 'GET') return json(res, 200, { rules: loadInboxRules() })
+    try {
+      const b = await parseBody(req)
+      writeJsonFile('/app/data/inbox_rules.json', Array.isArray(b.rules) ? b.rules : [])
+      // Rétro-application aux conversations EXISTANTES : masquer/afficher tout de suite ce qui correspond (sinon les règles n'agiraient qu'au prochain courriel).
+      let changed = 0
+      for (const c of conversations.values()) {
+        if (c.channel !== 'email') continue
+        const r = matchInboxRule(c.email, c.lastSubject || c.subject)
+        if (r === 'mask' && !c.noise) { c.noise = true; changed++ } else if (r === 'allow' && c.noise) { c.noise = false; changed++ }
+      }
+      if (changed) saveToDisk()
+      return json(res, 200, { ok: true, rules: loadInboxRules(), retro: changed })
+    } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
+  // Réponses pré-écrites (canned) : liste + sauvegarde (remplacement complet du tableau, comme queue-members).
+  if (p === '/conversations/canned' && (method === 'GET' || method === 'POST')) {
+    if (method === 'GET') return json(res, 200, { responses: loadCanned() })
+    try { const b = await parseBody(req); const list = Array.isArray(b) ? b : (b.responses || []); const ok = saveCanned(list); return json(res, ok ? 200 : 500, { ok, responses: list }) } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
+  // NOUVEAU courriel SORTANT depuis l'Inbox (agent). Gaté (Authentik/proxy).
+  if (p === '/conversations/email-new' && method === 'POST') {
+    try { const b = await parseBody(req); const r = await sendNewEmail(b || {}); return json(res, r.ok ? 200 : 400, r) } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
+  // INGESTION COURRIEL (Phase 3) — poussé par n8n (Gmail Trigger sur cc@) ou un poller. Protégé par X-Mail-Token (PAS Authentik).
+  if (p === '/conversations/email-ingest' && method === 'POST') {
+    const fs = require('fs')
+    const tok = req.headers['x-mail-token'] || ''
+    let want = (process.env.MAIL_INGEST_TOKEN || '').trim()
+    if (!want) { try { want = fs.readFileSync('/app/data/mail_ingest.token', 'utf8').trim() } catch (e) {} }
+    if (!want || tok !== want) return json(res, 401, { error: 'Unauthorized' })
+    try { const b = await parseBody(req); const r = await ingestEmail(b || {}); return json(res, r.ok ? 200 : 500, r) } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
+  // INGESTION CANAL (web chat nouveau site / 3CX / Facebook) — webhook externe. Protégé par X-Mail-Token (même jeton que l'ingest courriel).
+  if (p === '/conversations/channel-ingest' && method === 'POST') {
+    const fs = require('fs')
+    const tok = req.headers['x-mail-token'] || ''
+    let want = (process.env.MAIL_INGEST_TOKEN || '').trim()
+    if (!want) { try { want = fs.readFileSync('/app/data/mail_ingest.token', 'utf8').trim() } catch (e) {} }
+    if (!want || tok !== want) return json(res, 401, { error: 'Unauthorized' })
+    try { const b = await parseBody(req); const r = await channelIngest(b || {}); return json(res, r.ok ? 200 : 500, r) } catch (e) { return json(res, 500, { error: e.message }) }
+  }
+
   if (p === '/conversations' && method === 'POST') {
     const body = await parseBody(req)
-    const { phone, customer, customerName, subject } = body
+    const { phone, customer, customerName, subject, message, media } = body
     if (!phone) return json(res, 400, { error: 'Missing phone' })
     const agentEmail = req.headers['x-authentik-email'] || null
-    const conv = createConversation({ phone, customer, customerName, agentEmail, subject })
+    const conv = createConversation({ phone, customer, customerName, agentEmail, subject: subject || (message ? String(message).slice(0, 60) : '') })
+    conv.lastHumanDate = todayET() // fil INITIÉ depuis notre interface (humain) → l'IA ne répond pas le même jour
     const link = `${cfg.CLIENT_PUBLIC_URL}/c/${conv.token}`
-    const smsText = subject
-      ? `Gigafibre — ${subject}\n\nContinuez la conversation ici:\n${link}`
-      : `Gigafibre — Vous avez un nouveau message.\n\nRépondre ici:\n${link}`
-    try {
-      const { sendSmsInternal } = require('./twilio')
-      await sendSmsInternal(phone, smsText, customer)
-      conv.smsCount++; saveToDisk()
-    } catch (e) { log('Failed to send magic link SMS:', e.message) }
+    const { sendSmsInternal } = require('./twilio')
+    let outText
+    if (message || media) {
+      // Texto chat : on envoie LE TEXTE DE L'AGENT (+ image MMS), pas un gabarit de lien.
+      outText = String(message || '')
+      addMessage(conv, { from: 'agent', text: outText, via: 'sms', type: media ? 'image' : 'text', media: media || '' })
+      try { await sendSmsInternal(phone, outText, customer, media || ''); conv.smsCount++; saveToDisk() } catch (e) { log('SMS/MMS send failed:', e.message) }
+    } else {
+      outText = subject ? `Gigafibre — ${subject}\n\nContinuez la conversation ici:\n${link}` : `Gigafibre — Vous avez un nouveau message.\n\nRépondre ici:\n${link}`
+      try { await sendSmsInternal(phone, outText, customer); conv.smsCount++; saveToDisk() } catch (e) { log('Failed to send link SMS:', e.message) }
+    }
     if (customer) {
       await createCommunication({
         communication_type: 'Communication', communication_medium: 'SMS',
         sent_or_received: 'Sent', sender: 'sms@gigafibre.ca', sender_full_name: 'Targo Ops',
-        phone_no: phone, content: smsText, subject: 'Conversation link sent',
+        phone_no: phone, content: outText + (media ? '\n[image jointe]' : ''), subject: 'SMS sortant',
         reference_doctype: 'Customer', reference_name: customer, status: 'Linked',
       }).catch(() => {})
     }
@@ -374,6 +1000,33 @@ async function handle (req, res, method, p, url) {
   if (p === '/conversations' && method === 'GET')
     return json(res, 200, listConversations({ includeAll: url.searchParams.get('all') === '1' }))
 
+  // GET /conversations/leaderboard?from=YYYY-MM-DD&to=YYYY-MM-DD — classement des agents Inbox (reconnaissance / motivation).
+  // « pris » = conversations dont l'agent est assigné (claim, via assigneeAt) ; « réponses » = messages agent horodatés à son nom (stamping msg.agent — historique avant stamping = unattributed).
+  if (p === '/conversations/leaderboard' && method === 'GET') {
+    const to = url.searchParams.get('to') || new Date().toISOString().slice(0, 10)
+    const from = url.searchParams.get('from') || new Date(Date.now() - 30 * 864e5).toISOString().slice(0, 10)
+    const inRange = (iso) => { const d = String(iso || '').slice(0, 10); return !!d && d >= from && d <= to }
+    const agents = {}
+    const A = (k) => (agents[k] = agents[k] || { agent: k, handled: 0, replies: 0 })
+    let unattributed = 0
+    for (const [, conv] of conversations) {
+      if (conv.assignee && (!conv.assigneeAt || inRange(conv.assigneeAt))) A(conv.assignee).handled++
+      for (const m of (conv.messages || [])) {
+        if (m.from !== 'agent' || !inRange(m.ts)) continue
+        if (m.agent) A(m.agent).replies++; else unattributed++
+      }
+    }
+    const board = Object.values(agents).sort((a, b) => (b.handled - a.handled) || (b.replies - a.replies)).slice(0, 20)
+    return json(res, 200, { from, to, board, unattributed })
+  }
+
+  // Cherche les fiches Customer par téléphone → l'OPS propose de lier / de choisir parmi plusieurs.
+  if (p === '/conversations/resolve' && method === 'GET') {
+    const emailQ = url.searchParams.get('email')
+    const matches = emailQ ? await lookupCustomersByEmail(emailQ, 8) : await lookupCustomersByPhone(url.searchParams.get('phone') || '', 8)
+    return json(res, 200, { ok: true, count: matches.length, matches })
+  }
+
   if (p === '/conversations/archive' && method === 'POST') {
     const { tokens } = await parseBody(req)
     if (!tokens || !tokens.length) return json(res, 400, { error: 'Missing tokens array' })
@@ -405,6 +1058,16 @@ async function handle (req, res, method, p, url) {
     return json(res, 200, { ok: true, deleted: count })
   }
 
+  // Liste des agents assignables (roster DÉCOUPLÉ des notifs de file). AVANT le match TK (« agents » ≈ un token).
+  // Source : /app/data/agents.json (roster canonique) ; repli = union des membres de file. Découplé car les listes
+  // de notif peuvent être vidées (anti-spam) sans retirer l'agent du choix d'assignation.
+  if (p === '/conversations/agents' && method === 'GET') {
+    let list = readJsonFile('/app/data/agents.json', null)
+    if (!Array.isArray(list) || !list.length) { const mem = loadQueueMembers(); const set = new Set(); for (const k of Object.keys(mem)) for (const e of (mem[k] || [])) set.add(e); list = [...set] }
+    const out = [...new Set((list || []).map(e => String(e).toLowerCase()).filter(e => /.+@.+\..+/.test(e)))].sort()
+    return json(res, 200, { agents: out })
+  }
+
   let m
   if ((m = p.match(TK)) && method === 'GET') {
     const conv = getConversation(m[1])
@@ -412,12 +1075,20 @@ async function handle (req, res, method, p, url) {
     return json(res, 200, {
       token: conv.token, customerName: conv.customerName, subject: conv.subject,
       status: conv.status, messages: conv.messages, createdAt: conv.createdAt,
+      customer: conv.customer || null, phone: conv.phone || null,
+      channel: conv.channel || 'sms', email: conv.email || null,
+      queue: conv.queue || '', assignee: conv.assignee || null, assigneeAt: conv.assigneeAt || null,
+      assistants: conv.assistants || [], ticketState: conv.ticketState || (conv.status === 'closed' ? 'closed' : 'open'), pendingUntil: conv.pendingUntil || null,
+      notes: conv.notes || [], linkedTickets: conv.linkedTickets || [], suggestedTicket: conv.suggestedTicket || null,
+      pipeline: conv.pipeline || null, pipelineStages: PIPELINE_STAGES,
+      triage: conv.triage || null, gmailReplyUrl: gmailReplyUrl(conv), queues: QUEUES,
+      readBy: conv.readBy || {}, draft: conv.draft || null,
       vapidPublicKey: cfg.VAPID_PUBLIC_KEY || null,
     })
   }
 
   if ((m = p.match(TK)) && method === 'DELETE') {
-    const existed = deleteConversation(m[1])
+    const existed = deleteConversation(m[1], { trashGmail: true }) // suppression explicite → courriels liés à la corbeille Gmail (réversible 30 j)
     if (!existed) return json(res, 404, { error: 'Conversation not found' })
     log(`Deleted conversation: ${m[1]}`)
     sse.broadcast('conversations', 'conv-deleted', { token: m[1] })
@@ -428,23 +1099,221 @@ async function handle (req, res, method, p, url) {
     const sub = p.slice(p.indexOf(m[1]) + m[1].length + 1)
     const token = m[1]
 
+    // Créer un TICKET (ERPNext Issue OUVERT) depuis la conversation — la conversation RESTE (≠ archive).
+    if (sub === 'ticket' && method === 'POST') {
+      const b = await parseBody(req)
+      const r = await createTicketFromConversation(token, b)
+      return json(res, r.ok ? 200 : 500, r)
+    }
+
+    // SPLIT — détecte les sujets distincts (aperçu, ne crée rien) puis crée 1 ticket par sujet sur confirmation.
+    if (sub === 'split-preview' && method === 'GET') {
+      const r = await detectSplitTopics(token)
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    if (sub === 'split' && method === 'POST') {
+      const b = await parseBody(req)
+      const r = await splitConversation(token, { topics: b.topics })
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    // MERGE — fusionne une conversation SOURCE (body.from) dans CELLE-CI (cible = token de l'URL).
+    if (sub === 'merge' && method === 'POST') {
+      const b = await parseBody(req)
+      const r = mergeConversations(token, String(b.from || b.source || ''))
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    // PREUVE DE PAIEMENT — OCR d'une image (capture client) → affiche montant/date/réf (sans écrire en facturation).
+    if (sub === 'payment-proof' && method === 'POST') {
+      const b = await parseBody(req)
+      const r = await analyzePaymentProof(token, b)
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    // RÉSUMÉ IA du fil (Gemini) — « Summarise this email » de Gmail, pour l'agent.
+    if (sub === 'summarize' && (method === 'POST' || method === 'GET')) {
+      const r = await summarizeConversation(token)
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    // #2 DISPONIBILITÉ : adresse (IA) → fibre (RQA) → brouillon de réponse de vente (l'agent valide avant envoi).
+    if (sub === 'serviceability' && method === 'POST') {
+      const b = await parseBody(req)
+      const r = await serviceabilityDraft(token, b)
+      return json(res, r.ok ? 200 : 400, r)
+    }
+
+    // ── Coordination shared-inbox : claim / release / file / note interne ──
+    if (sub === 'claim' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const agent = req.headers['x-authentik-email'] || ((await parseBody(req)).agent) || 'agent'
+      conv.assignee = agent; conv.assigneeAt = new Date().toISOString(); conv.lastHumanDate = todayET(); saveToDisk()
+      sse.broadcast('conversations', 'conv-claimed', { token, assignee: agent }) // collision : les autres voient « pris par X » en direct
+      return json(res, 200, { ok: true, assignee: agent })
+    }
+    if (sub === 'release' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      conv.assignee = null; conv.assigneeAt = null; saveToDisk()
+      sse.broadcast('conversations', 'conv-claimed', { token, assignee: null })
+      return json(res, 200, { ok: true })
+    }
+    // Assignation DIRECTE (agent précis) + ASSISTANTS (liste d'emails, affichés en chips) — modèle assign_to + participants de F.
+    if (sub === 'assign' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req)
+      if (b.assignee !== undefined) { conv.assignee = b.assignee ? String(b.assignee).toLowerCase() : null; conv.assigneeAt = conv.assignee ? new Date().toISOString() : null }
+      if (Array.isArray(b.assistants)) conv.assistants = [...new Set(b.assistants.map(e => String(e).toLowerCase()).filter(e => /.+@.+\..+/.test(e) && e !== conv.assignee))]
+      conv.lastHumanDate = todayET(); saveToDisk()
+      sse.broadcast('conversations', 'conv-claimed', { token, assignee: conv.assignee, assistants: conv.assistants || [] })
+      return json(res, 200, { ok: true, assignee: conv.assignee, assistants: conv.assistants || [] })
+    }
+    // ÉTAT « ticket » : open | pending (avec date d'attente) | closed. Reflété sur le ticket lié (Open/On Hold/Closed + rappel) s'il existe.
+    if (sub === 'state' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req)
+      const st = ['open', 'pending', 'closed'].includes(b.state) ? b.state : 'open'
+      conv.ticketState = st
+      conv.pendingUntil = (st === 'pending' && b.pendingUntil) ? String(b.pendingUntil).slice(0, 10) : null
+      conv.status = (st === 'closed') ? 'closed' : 'active' // fermé = quitte la file active ; ouvert/attente = actif
+      conv.lastHumanDate = todayET(); saveToDisk()
+      if (conv.linkedTickets && conv.linkedTickets.length) { // reflète sur le ticket ERPNext lié
+        const issue = conv.linkedTickets[0].name
+        const data = { status: st === 'closed' ? 'Closed' : st === 'pending' ? 'On Hold' : 'Open' }
+        if (st === 'pending' && conv.pendingUntil) data.custom_reminder_date = conv.pendingUntil
+        try { await require('./erp').update('Issue', issue, data) } catch (e) { log('state→ticket ' + issue + ': ' + e.message) }
+      }
+      sse.broadcast('conversations', 'conv-state', { token, ticketState: st, pendingUntil: conv.pendingUntil, status: conv.status })
+      return json(res, 200, { ok: true, ticketState: st, pendingUntil: conv.pendingUntil, status: conv.status })
+    }
+    // SPAM → marque le(s) courriel(s) SPAM côté Gmail (Gmail apprend + sort de la boîte) puis retire la conversation de l'Inbox.
+    if (sub === 'spam' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      let marked = 0
+      if (conv.channel === 'email') {
+        const gmail = require('./gmail')
+        const ids = (conv._gmailIds && conv._gmailIds.length) ? conv._gmailIds : (conv.lastGmailId ? [conv.lastGmailId] : [])
+        for (const id of ids) { try { await gmail.markSpam(id); marked++ } catch (e) { log('markSpam ' + id + ': ' + e.message) } }
+      }
+      conversations.delete(token); saveToDisk() // SPAM côté Gmail = le dossier Spam EST l'archive ; on ne met PAS à la corbeille
+      sse.broadcast('conversations', 'conv-deleted', { token, spam: true })
+      log(`Conv ${token} → SPAM (${marked} courriel(s) marqués) + retirée de l'Inbox`)
+      return json(res, 200, { ok: true, spammed: marked })
+    }
+    if (sub === 'queue' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req); conv.queue = String(b.queue || ''); saveToDisk()
+      sse.broadcast('conversations', 'conv-queue', { token, queue: conv.queue })
+      if (conv.queue && !conv.assignee) notifyQueue(conv).catch(() => {}) // routage manuel → pousse aux membres de la file
+      return json(res, 200, { ok: true, queue: conv.queue })
+    }
+    if (sub === 'note' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req); const text = String(b.text || '').trim(); if (!text) return json(res, 400, { error: 'text requis' })
+      const agent = req.headers['x-authentik-email'] || 'agent'
+      conv.notes = conv.notes || []; const note = { id: crypto.randomUUID(), agent, text, ts: new Date().toISOString() }
+      conv.notes.push(note); conv.lastHumanDate = todayET(); saveToDisk()
+      sse.broadcast('conversations', 'conv-note', { token, note }) // note INTERNE (jamais envoyée au client) → remplace le reply-all « je m'en occupe »
+      return json(res, 200, { ok: true, note })
+    }
+    if (sub === 'nl' && method === 'POST') { // commande en langage naturel (copilote)
+      const b = await parseBody(req)
+      const r = await nlCommand(token, b.command || '', req.headers['x-authentik-email'] || '')
+      return json(res, r.ok ? 200 : 400, r)
+    }
+    if (sub === 'pipeline' && method === 'POST') { // entrer/déplacer/retirer un lead dans le pipeline
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req)
+      conv.pipeline = conv.pipeline || {}
+      if (b.stage != null) conv.pipeline.stage = String(b.stage)
+      if (b.value != null) conv.pipeline.value = Number(b.value) || 0
+      conv.pipeline.updatedAt = new Date().toISOString()
+      if (!conv.pipeline.stage) conv.pipeline = null // étape vide = retiré du pipeline
+      saveToDisk()
+      sse.broadcast('conversations', 'conv-pipeline', { token, pipeline: conv.pipeline })
+      return json(res, 200, { ok: true, pipeline: conv.pipeline })
+    }
+
+    // Rattacher la conversation à une fiche client choisie (résout le cas multi-fiches).
+    if (sub === 'link' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const b = await parseBody(req); if (!b.customer) return json(res, 400, { error: 'customer requis' })
+      conv.customer = String(b.customer); conv.customerName = b.customerName || String(b.customer); conv.candidates = null
+      // Compte lié → on suggère de PROMOUVOIR le fil en ticket (le bouton apparaît dans l'Inbox ; clic = import du fil + réponses [Ticket #N]).
+      if (!conv.suggestedTicket && !(conv.linkedTickets && conv.linkedTickets.length)) {
+        const lastCust = [...(conv.messages || [])].reverse().find(m => m.from === 'customer')
+        conv.suggestedTicket = { title: conv.subject || (lastCust && String(lastCust.text || '').replace(/^✉️[^\n]*\n+/, '').slice(0, 90)) || 'Demande client', category: 'Support', priority: 'Medium', reason: 'Compte client lié — promouvoir le fil en ticket', ts: new Date().toISOString() }
+      }
+      saveToDisk()
+      sse.broadcast('conversations', 'conv-update', { token: conv.token, customer: conv.customer, customerName: conv.customerName })
+      return json(res, 200, { ok: true, token: conv.token, customer: conv.customer, customerName: conv.customerName })
+    }
+
+    // Présence agent : signale que CET agent (Authentik) est en train d'écrire → visible par les AUTRES agents OPS.
+    if (sub === 'typing' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const agentEmail = req.headers['x-authentik-email'] || null
+      const sid = (url && url.searchParams.get('sid')) || null // identifiant d'onglet (filtre côté client)
+      if (agentEmail) {
+        const payload = { token: conv.token, agent: agentEmail, sid, customer: conv.customer, customerName: conv.customerName }
+        sse.broadcast('conv:' + conv.token, 'conv-agent-typing', payload)
+        sse.broadcast('conversations', 'conv-agent-typing', payload)
+      }
+      return json(res, 200, { ok: true })
+    }
+
+    // « Vu par » : marque que CET agent a ouvert/lu la conversation → avatars chez les autres agents.
+    if (sub === 'read' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const agentEmail = req.headers['x-authentik-email'] || null
+      if (agentEmail) {
+        const lastTs = conv.messages.length ? conv.messages[conv.messages.length - 1].ts : null
+        conv.readBy = conv.readBy || {}
+        conv.readBy[agentEmail] = { readAt: new Date().toISOString(), lastTs }
+        saveToDisk()
+        const payload = { token: conv.token, agent: agentEmail, readAt: conv.readBy[agentEmail].readAt, lastTs }
+        sse.broadcast('conv:' + conv.token, 'conv-read', payload)
+        sse.broadcast('conversations', 'conv-read', payload)
+      }
+      return json(res, 200, { ok: true, readBy: conv.readBy || {} })
+    }
+
+    // Brouillon partagé (miroir temps réel) : un agent rédige, les autres voient le texte en direct.
+    // Dernier qui écrit gagne (pas de co-édition simultanée). Vidé quand html/text sont vides (envoi/annulation).
+    if (sub === 'draft' && method === 'POST') {
+      const conv = getConversation(token); if (!conv) return json(res, 404, { error: 'Conversation not found' })
+      const agentEmail = req.headers['x-authentik-email'] || null
+      const sid = (url && url.searchParams.get('sid')) || null
+      const body = await parseBody(req)
+      const html = String(body.html || '')
+      const text = String(body.text || '')
+      conv.draft = (html.trim() || text.trim()) ? { agent: agentEmail, sid, html, text, ts: new Date().toISOString() } : null
+      saveToDisk()
+      const payload = { token: conv.token, agent: agentEmail, sid, draft: conv.draft }
+      sse.broadcast('conv:' + conv.token, 'conv-draft', payload)
+      sse.broadcast('conversations', 'conv-draft', payload)
+      return json(res, 200, { ok: true })
+    }
+
     if (sub === 'messages' && method === 'POST') {
       const conv = getConversation(token)
       if (!conv) return json(res, 404, { error: 'Conversation not found or expired' })
-      const { text } = await parseBody(req)
-      if (!text || !text.trim()) return json(res, 400, { error: 'Missing text' })
+      const body = await parseBody(req)
+      const text = (body.text || '').trim()
+      const media = body.media || ''
+      const html = body.html || '' // réponse WYSIWYG (canal email)
+      if (!text && !media && !html) return json(res, 400, { error: 'Missing text or media' })
       const agentEmail = req.headers['x-authentik-email']
       const from = agentEmail ? 'agent' : 'customer'
-      const msg = addMessage(conv, { from, text: text.trim(), via: 'web' })
-      if (from === 'agent') msg.notifiedVia = await notifyCustomer(conv, msg)
-      if (from === 'customer' && conv.customer) triggerAgent(conv)
+      const isEmail = conv.channel === 'email'
+      if (from === 'agent') conv.lastHumanDate = todayET() // humain (agent OPS) actif aujourd'hui → l'IA se tait ce jour (posé AVANT addMessage pour être persisté par son saveToDisk)
+      const msg = addMessage(conv, { from, text, via: isEmail ? 'email' : 'web', type: media ? 'image' : 'text', media, html, agent: agentEmail || '' })
+      if (from === 'agent') msg.notifiedVia = await notifyCustomer(conv, msg) // email → envoi HTML dans le fil ; sinon push/SMS
+      if (from === 'customer' && conv.customer && !isEmail) triggerAgent(conv) // pas d'auto-réponse IA sur courriel
+      if (isEmail && conv.linkedTickets && conv.linkedTickets.length) logToLinkedTicket(conv, msg, conv.lastSubject).catch(() => {}) // chaîne : alimente le ticket lié
       if (conv.customer) {
         createCommunication({
-          communication_type: 'Communication', communication_medium: 'Chat',
+          communication_type: 'Communication', communication_medium: isEmail ? 'Email' : 'Chat',
           sent_or_received: from === 'agent' ? 'Sent' : 'Received',
-          sender: from === 'agent' ? (agentEmail || 'sms@gigafibre.ca') : conv.phone,
+          sender: from === 'agent' ? (agentEmail || (isEmail ? (cfg.MAIL_FROM || 'cc@targointernet.com') : 'sms@gigafibre.ca')) : (isEmail ? (conv.email || '') : conv.phone),
           sender_full_name: from === 'agent' ? 'Targo Ops' : conv.customerName,
-          phone_no: conv.phone, content: text.trim(), subject: `Chat: ${conv.subject}`,
+          phone_no: conv.phone, content: (html || text || '') + (media ? '\n[image jointe]' : ''), subject: isEmail ? (conv.lastSubject || conv.subject) : `Chat: ${conv.subject}`,
           reference_doctype: 'Customer', reference_name: conv.customer, status: 'Linked',
         }).catch(() => {})
       }
@@ -488,6 +1357,19 @@ async function handle (req, res, method, p, url) {
 
 module.exports = {
   handle,
+  createTicketFromConversation,
+  ingestEmail,
+  channelIngest,
+  sendNewEmail,
+  sendSms,
+  nlCommand,
+  detectSplitTopics,
+  splitConversation,
+  mergeConversations,
+  analyzePaymentProof,
+  loadCanned,
+  saveCanned,
+  listConversations,
   createConversation,
   getConversation,
   addMessage,
diff --git a/services/targo-hub/lib/dispatch.js b/services/targo-hub/lib/dispatch.js
index c1fc1cd..1588886 100644
--- a/services/targo-hub/lib/dispatch.js
+++ b/services/targo-hub/lib/dispatch.js
@@ -623,6 +623,44 @@ async function handle (req, res, method, path) {
     }
   }
 
+  // GET /dispatch/history?date=YYYY-MM-DD[&tech=TECH-x] — TOUS les jobs d'une journée, statuts INCLUS (Completed/Cancelled), groupés par technicien.
+  // Corrige la perte de visibilité : le board n'affiche que open/assigned/in_progress → une fois un job terminé/annulé (ou son ticket fermé/réassigné) on ne voyait plus où le tech était allé.
+  if (sub.startsWith('history') && method === 'GET') {
+    try {
+      const params = require('url').parse(req.url, true).query
+      const date = params.date || todayET()
+      const filters = [['scheduled_date', '=', date]]
+      if (params.tech) filters.push(['assigned_tech', '=', params.tech])
+      const fields = ['name', 'subject', 'status', 'assigned_tech', 'scheduled_date', 'start_time', 'duration_h', 'priority', 'job_type', 'source_issue', 'customer']
+      const qs = new URLSearchParams({ filters: JSON.stringify(filters), fields: JSON.stringify(fields), limit_page_length: '500', order_by: 'assigned_tech asc, start_time asc, modified asc' })
+      const r = await erpFetch(`/api/resource/Dispatch Job?${qs}`)
+      if (r.status !== 200) return json(res, 500, { error: 'ERPNext ' + r.status })
+      const jobs = r.data?.data || []
+      const tr = await erpFetch(`/api/resource/Dispatch Technician?fields=${encodeURIComponent(JSON.stringify(['technician_id', 'full_name']))}&limit_page_length=200`)
+      const names = {}; for (const t of (tr.data?.data || [])) names[t.technician_id] = t.full_name || t.technician_id
+      const groups = {}
+      for (const j of jobs) { const k = j.assigned_tech || '__none__'; (groups[k] = groups[k] || { tech: k, tech_name: k === '__none__' ? 'Non assigné' : (names[k] || k), jobs: [] }).jobs.push(j) }
+      return json(res, 200, { date, count: jobs.length, techs: Object.values(groups).sort((a, b) => String(a.tech_name).localeCompare(String(b.tech_name))) })
+    } catch (e) { log('dispatch history error: ' + e.message); return json(res, 500, { error: e.message }) }
+  }
+
+  // GET /dispatch/leaderboard?from=YYYY-MM-DD&to=YYYY-MM-DD — classement des techs par jobs COMPLÉTÉS (reconnaissance / gamification).
+  if (sub.startsWith('leaderboard') && method === 'GET') {
+    try {
+      const params = require('url').parse(req.url, true).query
+      const to = params.to || todayET(); const from = params.from || dateAddDays(to, -30)
+      const filters = [['status', '=', 'Completed'], ['scheduled_date', '>=', from], ['scheduled_date', '<=', to]]
+      const qs = new URLSearchParams({ filters: JSON.stringify(filters), fields: JSON.stringify(['assigned_tech']), limit_page_length: '5000' })
+      const r = await erpFetch(`/api/resource/Dispatch Job?${qs}`)
+      if (r.status !== 200) return json(res, 500, { error: 'ERPNext ' + r.status })
+      const counts = {}; for (const j of (r.data?.data || [])) { if (j.assigned_tech) counts[j.assigned_tech] = (counts[j.assigned_tech] || 0) + 1 }
+      const tr = await erpFetch(`/api/resource/Dispatch Technician?fields=${encodeURIComponent(JSON.stringify(['technician_id', 'full_name']))}&limit_page_length=200`)
+      const names = {}; for (const t of (tr.data?.data || [])) names[t.technician_id] = t.full_name || t.technician_id
+      const board = Object.keys(counts).map(k => ({ tech: k, tech_name: names[k] || k, completed: counts[k] })).sort((a, b) => b.completed - a.completed)
+      return json(res, 200, { from, to, board })
+    } catch (e) { log('dispatch leaderboard error: ' + e.message); return json(res, 500, { error: e.message }) }
+  }
+
   // POST /dispatch/best-tech — find optimal tech for a job location
   if (sub === 'best-tech' && method === 'POST') {
     try {
diff --git a/services/targo-hub/lib/inbox-triage.js b/services/targo-hub/lib/inbox-triage.js
new file mode 100644
index 0000000..156e619
--- /dev/null
+++ b/services/targo-hub/lib/inbox-triage.js
@@ -0,0 +1,76 @@
+// ── Triage IA d'un courriel entrant (Phase 3 — Inbox→Ticket→Task) ──
+// classifyEmail({from,subject,body}) : client connu ? type ? faut-il suggérer un ticket ?
+// SANS dépendance à la boîte mail (testable seul + réutilisable par le poller une fois la boîte branchée).
+const cfg = require('./config')
+const { log } = require('./helpers')
+const erp = require('./erp')
+
+function extractEmail (from) {
+  const m = /<([^>]+)>/.exec(from || '')
+  const raw = (m ? m[1] : String(from || '')).trim().toLowerCase()
+  return /.+@.+\..+/.test(raw) ? raw : ''
+}
+
+// Match client DÉTERMINISTE par courriel (email_id, puis email_billing qui peut contenir plusieurs adresses).
+async function matchCustomer (email) {
+  if (!email) return null
+  try {
+    let r = await erp.list('Customer', { filters: [['email_id', '=', email]], fields: ['name', 'customer_name'], limit: 1 })
+    if (r && r[0]) return r[0]
+    r = await erp.list('Customer', { filters: [['email_billing', 'like', '%' + email + '%']], fields: ['name', 'customer_name'], limit: 1 })
+    if (r && r[0]) return r[0]
+  } catch (e) { log('triage matchCustomer error:', e.message) }
+  return null
+}
+
+// Triage courriel = PII (contenu client) + gros volume → routé par tâche 'triage' (bascule possible vers le modèle LOCAL).
+// reasoningEffort:'none' : sans ça, gemini-2.5-flash « pense » et ses jetons mangent maxTokens → sur un long courriel, le JSON est tronqué, JSON.parse échoue et on retombe SILENCIEUSEMENT sur les heuristiques regex (triage IA inopérant). Le triage n'a pas besoin de raisonnement.
+const aiChat = async (messages) => require('./ai').chat({ task: 'triage', maxTokens: 300, temperature: 0, reasoningEffort: 'none', messages })
+
+const { TYPES, CAT } = require('./categories') // taxonomie = SOURCE UNIQUE (voir lib/categories.js)
+// Heuristiques de repli (regex → type) si l'IA est indisponible/illisible. Propre au triage (pas dans la taxonomie partagée).
+const HEUR = [
+  { t: 'facturation', re: /factur|paiement|invoice|solde|rembours|prélèv|carte de cr/i },
+  { t: 'vente', re: /nouveau client|abonn|forfait|devis|soumission|s'abonner|disponib|couvertur|d[ée]m[ée]nage|prix/i },
+  { t: 'installation', re: /installation|rendez-?vous|technicien|raccord|branch/i },
+  { t: 'support', re: /lent|panne|coup[ée]|ne fonctionne|probl[èe]me|pixel|wifi|internet|connexion|signal|bug|hors service/i },
+]
+function heuristicType (text) { for (const h of HEUR) if (h.re.test(text)) return h.t; return '' }
+
+async function classifyEmail ({ from, subject, body } = {}) {
+  const email = extractEmail(from)
+  const customer = await matchCustomer(email)
+  const text = `${subject || ''}\n${String(body || '').slice(0, 1500)}`
+  let type = '', suggestTicket = true, suggestedTitle = String(subject || '').slice(0, 120), serviceAffected = '', reason = ''
+  if (cfg.AI_API_KEY) {
+    try {
+      const sys = 'Tu tries les courriels entrants d\'un fournisseur Internet/télécom (TARGO / Gigafibre). Réponds UNIQUEMENT en JSON, sans texte autour : {"type":"support|facturation|vente|installation|autre","service_affected":"internet|tv|telephone|aucun","suggest_ticket":true|false,"title":"titre court actionnable en français","reason":"une phrase"}. Mets suggest_ticket=false si c\'est un pourriel, une pub, une réponse automatique, une notification no-reply, ou tout courriel SANS action requise.'
+      const out = await aiChat([{ role: 'system', content: sys }, { role: 'user', content: text }])
+      const j = JSON.parse((out.match(/\{[\s\S]*\}/) || ['{}'])[0])
+      if (TYPES.includes(j.type)) type = j.type
+      if (typeof j.suggest_ticket === 'boolean') suggestTicket = j.suggest_ticket
+      if (j.title) suggestedTitle = String(j.title).slice(0, 120)
+      serviceAffected = j.service_affected || ''
+      reason = j.reason || ''
+    } catch (e) { log('classifyEmail AI error:', e.message) }
+  }
+  if (!type) type = heuristicType(text) || 'autre'
+  // BRUIT : no-reply / pourriel / notifications automatiques / infolettres → pas de ticket, pas de notif, masqué par défaut.
+  const noise = /no-?reply|noreply|do-?not-?reply|mailer-daemon|postmaster|unsubscribe|d[ée]sabonn|notification@|newsletter|infolettre|bounce|via google|automated|calendar-notification|@docs\.google|@drive\.google/i.test(`${from} ${subject}`)
+  if (noise) suggestTicket = false
+  return {
+    email,
+    is_customer: !!customer,
+    customer: customer ? customer.name : null,
+    customer_name: customer ? (customer.customer_name || customer.name) : null,
+    type,
+    category: CAT[type] || 'Autre',
+    service_affected: serviceAffected,
+    suggest_ticket: suggestTicket,
+    suggested_title: suggestedTitle,
+    reason,
+    noise,
+  }
+}
+
+module.exports = { classifyEmail, matchCustomer, extractEmail }