diff --git a/apps/ops/src/api/roster.js b/apps/ops/src/api/roster.js
index 28a7391..6a0cd4e 100644
--- a/apps/ops/src/api/roster.js
+++ b/apps/ops/src/api/roster.js
@@ -67,3 +67,11 @@ export const bookJobs = () => jget('/roster/book/jobs')
 export const bookSlots = (p) => jget('/roster/book/slots?' + new URLSearchParams(p).toString())
 export const bookFit = (body) => jpost('/roster/book/fit', body)
 export const bookConfirm = (body) => jpost('/roster/book/confirm', body)
+// Hold temporaire d'une fenêtre (agent qui sélectionne) — { date, start, minutes } ou { date, start, release:true }
+export const bookHold = (body) => jpost('/roster/book/hold', body)
+// Lien client (token) pour un job → { token, url }
+export const bookLink = (job) => jpost('/roster/book/link', { job })
+// File « À recontacter » (jobs À reporter)
+export const jobsToReschedule = () => jget('/roster/jobs-to-reschedule')
+// Aviser le client d'un report : désassigne + SMS lien /book — { job, phone?, message? }
+export const notifyReschedule = (body) => jpost('/roster/job/notify-reschedule', body)
diff --git a/apps/ops/src/pages/CopilotePage.vue b/apps/ops/src/pages/CopilotePage.vue
index 63a9fd6..4e688e8 100644
--- a/apps/ops/src/pages/CopilotePage.vue
+++ b/apps/ops/src/pages/CopilotePage.vue
@@ -23,6 +23,33 @@
       <div v-if="policySaved" class="text-positive text-caption q-mt-xs">✓ Politique enregistrée</div>
     </q-card>
 
+    <!-- #56 Créneaux offerts à la prise de RDV -->
+    <q-card flat bordered class="q-pa-md q-mb-md">
+      <div class="text-subtitle2 q-mb-xs">Créneaux offerts à la prise de RDV</div>
+      <div class="text-caption text-grey-7 q-mb-sm">
+        Contrôle ce qui est proposé sur la page client et dans la vue agent. Les créneaux restent
+        dérivés des shifts du roster — ces réglages les <b>bornent</b> (délai, heures, jours, plafond).
+      </div>
+      <div class="row q-col-gutter-sm">
+        <div v-for="f in bookingFields" :key="f.key" class="col-6 col-sm-4">
+          <q-input dense outlined type="number" :min="f.min" :max="f.max"
+            v-model.number="booking[f.key]" :label="f.label" :suffix="f.unit" :hint="f.hint" />
+        </div>
+      </div>
+      <div class="q-mt-md">
+        <div class="text-caption text-grey-7 q-mb-xs">Jours offerts</div>
+        <q-chip v-for="d in weekdays" :key="d.v" clickable
+          :color="(booking.days_offered || []).includes(d.v) ? 'primary' : 'grey-4'"
+          :text-color="(booking.days_offered || []).includes(d.v) ? 'white' : 'grey-8'"
+          @click="toggleDay(d.v)">{{ d.l }}</q-chip>
+      </div>
+      <div class="row items-center q-mt-sm">
+        <q-space />
+        <q-btn unelevated color="primary" label="Enregistrer" :loading="savingBooking" @click="doSaveBooking" />
+      </div>
+      <div v-if="bookingSaved" class="text-positive text-caption q-mt-xs">✓ Réglages enregistrés</div>
+    </q-card>
+
     <!-- Chat -->
     <q-card flat bordered class="q-pa-md">
       <div ref="scrollEl" style="max-height:52vh;overflow:auto" class="q-pb-sm">
@@ -66,24 +93,46 @@ const loadingPolicy = ref(false)
 const savingPolicy = ref(false)
 const policySaved = ref(false)
 
+// #56 — réglages des créneaux offerts
+const booking = reactive({ lead_hours: 24, day_start: 8, day_end: 18, days_offered: [1, 2, 3, 4, 5], horizon_days: 21, max_per_day: 0, hold_minutes: 10 })
+const bookingFields = ref([])
+const weekdays = ref([])
+const savingBooking = ref(false)
+const bookingSaved = ref(false)
+
 onMounted(async () => {
   loadingPolicy.value = true
   try {
     const d = await getPolicy()
     Object.assign(policy, d.policy || {})
+    if (d.policy?.booking) Object.assign(booking, d.policy.booking)
     opts.reschedule = d.options?.reschedule || []
     opts.escalation = d.options?.escalation || []
+    bookingFields.value = d.options?.booking_fields || []
+    weekdays.value = d.options?.weekdays || []
   } catch (e) { /* defaults */ }
   loadingPolicy.value = false
 })
 
 async function doSavePolicy () {
   savingPolicy.value = true; policySaved.value = false
-  try { await savePolicy({ ...policy }); policySaved.value = true; setTimeout(() => { policySaved.value = false }, 2500) }
+  try { await savePolicy({ reschedule: policy.reschedule, sms_enabled: policy.sms_enabled, sms_quiet_hours: policy.sms_quiet_hours, escalation: policy.escalation }); policySaved.value = true; setTimeout(() => { policySaved.value = false }, 2500) }
   catch (e) { /* ignore */ }
   savingPolicy.value = false
 }
 
+function toggleDay (v) {
+  if (!Array.isArray(booking.days_offered)) booking.days_offered = []
+  const i = booking.days_offered.indexOf(v)
+  if (i >= 0) booking.days_offered.splice(i, 1); else booking.days_offered.push(v)
+}
+async function doSaveBooking () {
+  savingBooking.value = true; bookingSaved.value = false
+  try { await savePolicy({ booking: { ...booking, days_offered: [...(booking.days_offered || [])] } }); bookingSaved.value = true; setTimeout(() => { bookingSaved.value = false }, 2500) }
+  catch (e) { /* ignore */ }
+  savingBooking.value = false
+}
+
 async function scrollDown () { await nextTick(); if (scrollEl.value) scrollEl.value.scrollTop = scrollEl.value.scrollHeight }
 
 async function send () {
diff --git a/apps/ops/src/pages/RendezVousPage.vue b/apps/ops/src/pages/RendezVousPage.vue
index 0cb1fee..c649b75 100644
--- a/apps/ops/src/pages/RendezVousPage.vue
+++ b/apps/ops/src/pages/RendezVousPage.vue
@@ -3,7 +3,11 @@
     <div class="row items-center q-mb-md q-gutter-sm">
       <div class="text-h6 text-weight-bold">Rendez-vous clients</div>
       <q-space />
-      <q-toggle v-model="onlyPending" label="À planifier seulement" dense />
+      <q-btn-toggle v-model="view" dense unelevated toggle-color="primary" :options="[
+        { label: 'À planifier', value: 'pending' },
+        { label: 'À recontacter', value: 'reschedule' },
+        { label: 'Tous', value: 'all' },
+      ]" @update:model-value="onViewChange" />
       <q-btn flat dense round icon="refresh" :loading="loadingJobs" @click="loadJobs" />
     </div>
 
@@ -11,14 +15,17 @@
       <!-- Worklist -->
       <div class="col-12 col-md-4">
         <q-list bordered separator class="rounded-borders">
-          <q-item-label header>Jobs ({{ filteredJobs.length }})</q-item-label>
+          <q-item-label header>
+            {{ view === 'reschedule' ? 'À recontacter' : 'Jobs' }} ({{ filteredJobs.length }})
+          </q-item-label>
           <q-item v-for="j in filteredJobs" :key="j.name" clickable :active="sel && sel.name === j.name" active-class="bg-blue-1" @click="selectJob(j)">
             <q-item-section>
-              <q-item-label class="text-weight-medium">{{ j.name }}</q-item-label>
+              <q-item-label class="text-weight-medium">{{ j.customer_name || j.name }}</q-item-label>
               <q-item-label caption>{{ j.service_location || '—' }} · {{ j.duration_h || 1 }}h</q-item-label>
             </q-item-section>
             <q-item-section side>
-              <q-badge :color="j.scheduled_date ? 'green' : 'orange'" :label="j.scheduled_date ? (j.scheduled_date.slice(5) + (j.start_time ? ' ' + j.start_time.slice(0,5) : '')) : 'à planifier'" />
+              <q-badge v-if="view === 'reschedule' || j.booking_status === 'À reporter'" color="red" label="à reporter" />
+              <q-badge v-else :color="j.scheduled_date ? 'green' : 'orange'" :label="j.scheduled_date ? (j.scheduled_date.slice(5) + (j.start_time ? ' ' + j.start_time.slice(0,5) : '')) : 'à planifier'" />
             </q-item-section>
           </q-item>
           <q-item v-if="!filteredJobs.length"><q-item-section class="text-grey-6">Aucun job.</q-item-section></q-item>
@@ -29,9 +36,20 @@
       <div class="col-12 col-md-8">
         <q-banner v-if="!sel" class="bg-grey-2">Sélectionne un job à gauche pour prendre rendez-vous.</q-banner>
         <q-card v-else flat bordered>
-          <q-card-section class="q-pb-none">
-            <div class="text-subtitle1 text-weight-bold">{{ sel.name }}</div>
-            <div class="text-caption text-grey-7">{{ sel.service_location || '—' }} · durée {{ params.duration }}h · tech actuel: {{ sel.assigned_tech || '—' }}</div>
+          <q-card-section class="q-pb-none row items-start">
+            <div class="col">
+              <div class="text-subtitle1 text-weight-bold">{{ sel.customer_name || sel.name }}</div>
+              <div class="text-caption text-grey-7">{{ sel.service_location || '—' }} · durée {{ params.duration }}h · tech actuel : {{ sel.assigned_tech || '—' }}</div>
+            </div>
+            <q-btn flat dense no-caps icon="link" label="Lien client" color="primary" @click="genLink(sel)" />
+          </q-card-section>
+
+          <!-- Bandeau À reporter : actions superviseur -->
+          <q-card-section v-if="isReschedule" class="q-pt-sm">
+            <q-banner dense rounded class="bg-red-1 text-red-9">
+              ⚠️ Client à recontacter. Propose un créneau ci-dessous (réassignation directe), ou laisse le client choisir :
+              <q-btn dense unelevated color="negative" icon="sms" label="Aviser par SMS (lien de reprise)" class="q-ml-sm" :loading="smsing" @click="smsReport(sel)" />
+            </q-banner>
           </q-card-section>
 
           <q-card-section class="row q-col-gutter-sm items-end">
@@ -43,13 +61,35 @@
           </q-card-section>
 
           <q-tabs v-model="mode" dense align="left" class="text-primary">
-            <q-tab name="client" label="3 dispos du client" />
             <q-tab name="propose" label="Proposer des créneaux" />
+            <q-tab name="client" label="3 dispos du client" />
           </q-tabs>
           <q-separator />
 
+          <!-- Proposer : créneaux groupés Semaine → Jour, hold à la sélection -->
+          <q-card-section v-if="mode === 'propose'">
+            <q-btn unelevated color="primary" icon="search" label="Trouver des créneaux" :loading="finding" @click="findSlots" />
+            <div v-if="slots.length" class="q-mt-md">
+              <div class="text-caption text-grey-7 q-mb-xs">{{ slots.length }} créneaux — clique pour réserver (bloqué {{ holdMinutes }} min pour les autres) :</div>
+              <div v-for="wk in slotWeeks" :key="wk.mon">
+                <div class="wk-head">{{ wk.label }}</div>
+                <div v-for="day in wk.days" :key="day.date" class="q-mb-sm">
+                  <div class="day-head">{{ dayLabel(day.date) }}</div>
+                  <div class="slot-grid">
+                    <div v-for="(s, k) in day.slots" :key="k" class="slot" :class="{ on: chosen === s }" @click="chooseSlot(s)">
+                      <div class="text-weight-medium">{{ s.start }}–{{ s.end }}</div>
+                      <div class="text-caption text-grey-7">{{ s.tech_name }}</div>
+                    </div>
+                  </div>
+                </div>
+              </div>
+              <q-btn v-if="chosen" unelevated color="positive" icon="check" :label="`Confirmer : ${dayLabel(chosen.date)} ${chosen.start} · ${chosen.tech_name}`" class="q-mt-md" :loading="confirming" @click="confirm(chosen)" />
+            </div>
+            <div v-else-if="searched" class="text-grey-6 q-mt-md">Aucun créneau — élargis la période, la zone ou la compétence (le roster doit être publié, et la politique de créneaux peut filtrer).</div>
+          </q-card-section>
+
           <!-- 3 dispos client -->
-          <q-card-section v-if="mode === 'client'">
+          <q-card-section v-else>
             <div class="text-caption text-grey-7 q-mb-sm">Saisis les 3 disponibilités du client, en ordre de préférence. On place dans le 1er tenable.</div>
             <div v-for="(p, i) in prefs" :key="i" class="row items-center q-gutter-sm q-mb-xs">
               <q-badge color="grey-7">{{ i + 1 }}</q-badge>
@@ -60,7 +100,7 @@
 
             <div v-if="fit" class="q-mt-md">
               <q-banner v-if="fit.chosen" dense rounded class="bg-green-1 text-green-9">
-                ✅ Choix <b>#{{ fit.chosen.rank }}</b> retenu : {{ frDate(fit.chosen.date) }} {{ fit.chosen.start }}–{{ fit.chosen.end }} · {{ fit.chosen.tech_name }}
+                ✅ Choix <b>#{{ fit.chosen.rank }}</b> retenu : {{ dayLabel(fit.chosen.date) }} {{ fit.chosen.start }}–{{ fit.chosen.end }} · {{ fit.chosen.tech_name }}
                 <q-btn unelevated color="positive" icon="check" label="Confirmer" class="q-ml-md" :loading="confirming" @click="confirm(fit.chosen)" />
               </q-banner>
               <q-banner v-else dense rounded class="bg-orange-1 text-orange-9">
@@ -73,23 +113,6 @@
               </q-banner>
             </div>
           </q-card-section>
-
-          <!-- Proposer -->
-          <q-card-section v-else>
-            <q-btn unelevated color="primary" icon="search" label="Trouver des créneaux" :loading="finding" @click="findSlots" />
-            <div v-if="slots.length" class="q-mt-md">
-              <div class="text-caption text-grey-7 q-mb-xs">{{ slots.length }} créneaux — clique pour sélectionner :</div>
-              <div class="slot-grid">
-                <div v-for="(s, k) in slots" :key="k" class="slot" :class="{ on: chosen === s }" @click="chosen = s">
-                  <div class="text-weight-medium">{{ frDate(s.date) }}</div>
-                  <div>{{ s.start }}–{{ s.end }}</div>
-                  <div class="text-caption text-grey-7">{{ s.tech_name }}</div>
-                </div>
-              </div>
-              <q-btn v-if="chosen" unelevated color="positive" icon="check" label="Confirmer ce créneau" class="q-mt-md" :loading="confirming" @click="confirm(chosen)" />
-            </div>
-            <div v-else-if="searched" class="text-grey-6 q-mt-md">Aucun créneau — élargis la période, la zone ou la compétence (le roster doit être publié).</div>
-          </q-card-section>
         </q-card>
       </div>
     </div>
@@ -97,30 +120,63 @@
 </template>
 
 <script setup>
-import { ref, reactive, computed, onMounted } from 'vue'
+import { ref, reactive, computed, onMounted, onBeforeUnmount } from 'vue'
 import { useQuasar } from 'quasar'
 import * as roster from 'src/api/roster'
 
 const $q = useQuasar()
 const jobs = ref([])
-const onlyPending = ref(true)
+const rescheduleJobs = ref([])
+const view = ref('pending')
 const loadingJobs = ref(false)
 const sel = ref(null)
-const mode = ref('client')
+const mode = ref('propose')
 const params = reactive({ skill: '', zone: '', duration: 1, start: todayISO(), days: 14 })
 const prefs = ref([{ date: '', start: '' }, { date: '', start: '' }, { date: '', start: '' }])
 const fit = ref(null); const fitting = ref(false)
 const slots = ref([]); const chosen = ref(null); const finding = ref(false); const searched = ref(false)
-const confirming = ref(false)
+const confirming = ref(false); const smsing = ref(false)
+const holdMinutes = 10
 
 function todayISO () { return new Date().toLocaleDateString('en-CA', { timeZone: 'America/Toronto' }) }
 const FR_DOW = ['dim', 'lun', 'mar', 'mer', 'jeu', 'ven', 'sam']
-function frDate (iso) { if (!iso) return ''; const [y, m, d] = iso.split('-').map(Number); const dt = new Date(Date.UTC(y, m - 1, d)); return FR_DOW[dt.getUTCDay()] + ' ' + iso.slice(8) + '/' + iso.slice(5, 7) }
+const FR_DOW_FULL = ['dimanche', 'lundi', 'mardi', 'mercredi', 'jeudi', 'vendredi', 'samedi']
+const MO = ['janv.', 'févr.', 'mars', 'avr.', 'mai', 'juin', 'juil.', 'août', 'sept.', 'oct.', 'nov.', 'déc.']
+function d2 (iso) { const a = iso.split('-').map(Number); return new Date(Date.UTC(a[0], a[1] - 1, a[2])) }
+function frDate (iso) { if (!iso) return ''; return FR_DOW[d2(iso).getUTCDay()] + ' ' + iso.slice(8) + '/' + iso.slice(5, 7) }
+function dayLabel (iso) { const dt = d2(iso); return FR_DOW_FULL[dt.getUTCDay()] + ' ' + dt.getUTCDate() + ' ' + MO[dt.getUTCMonth()] }
+function wkMon (iso) { const dt = d2(iso); const off = (dt.getUTCDay() + 6) % 7; dt.setUTCDate(dt.getUTCDate() - off); return dt.toISOString().slice(0, 10) }
+function wkLabel (m) { const a = d2(m); const b = new Date(a); b.setUTCDate(b.getUTCDate() + 6); return 'Semaine du ' + a.getUTCDate() + ' ' + MO[a.getUTCMonth()] + ' – ' + b.getUTCDate() + ' ' + MO[b.getUTCMonth()] }
 
-const filteredJobs = computed(() => onlyPending.value ? jobs.value.filter(j => !j.scheduled_date || j.booking_status !== 'Confirmé') : jobs.value)
+const isReschedule = computed(() => view.value === 'reschedule' || (sel.value && sel.value.booking_status === 'À reporter'))
+const filteredJobs = computed(() => {
+  if (view.value === 'reschedule') return rescheduleJobs.value
+  if (view.value === 'all') return jobs.value
+  return jobs.value.filter(j => !j.scheduled_date || j.booking_status !== 'Confirmé')
+})
+// Créneaux groupés Semaine → Jour
+const slotWeeks = computed(() => {
+  const byWeek = {}
+  for (const s of slots.value) {
+    const mon = wkMon(s.date)
+    const w = byWeek[mon] || (byWeek[mon] = { mon, label: wkLabel(mon), days: {} })
+    ;(w.days[s.date] || (w.days[s.date] = [])).push(s)
+  }
+  return Object.values(byWeek).sort((a, b) => a.mon.localeCompare(b.mon)).map(w => ({
+    mon: w.mon, label: w.label, days: Object.keys(w.days).sort().map(date => ({ date, slots: w.days[date] })),
+  }))
+})
 
-async function loadJobs () { loadingJobs.value = true; try { jobs.value = (await roster.bookJobs()).jobs || [] } catch (e) { err(e) } finally { loadingJobs.value = false } }
-function selectJob (j) { sel.value = j; params.duration = Number(j.duration_h) || 1; fit.value = null; slots.value = []; chosen.value = null; searched.value = false }
+async function loadJobs () {
+  loadingJobs.value = true
+  try {
+    jobs.value = (await roster.bookJobs()).jobs || []
+    rescheduleJobs.value = ((await roster.jobsToReschedule()).jobs || []).map(j => ({ ...j, booking_status: 'À reporter' }))
+  } catch (e) { err(e) } finally { loadingJobs.value = false }
+}
+function onViewChange () { sel.value = null; resetPanel() }
+function resetPanel () { fit.value = null; slots.value = []; chosen.value = null; searched.value = false }
+async function selectJob (j) { await releaseChosen(); sel.value = j; params.duration = Number(j.duration_h) || 1; resetPanel() }
 
 async function doFit () {
   const valid = prefs.value.filter(p => p.date && p.start)
@@ -129,27 +185,60 @@ async function doFit () {
   try { fit.value = await roster.bookFit({ skill: params.skill, zone: params.zone, duration: params.duration, prefs: valid }) } catch (e) { err(e) } finally { fitting.value = false }
 }
 async function findSlots () {
-  finding.value = true; searched.value = true; chosen.value = null
-  try { slots.value = (await roster.bookSlots({ skill: params.skill, zone: params.zone, duration: params.duration, start: params.start, days: params.days, limit: 40 })).slots || [] } catch (e) { err(e) } finally { finding.value = false }
+  finding.value = true; searched.value = true; await releaseChosen(); chosen.value = null
+  try { slots.value = (await roster.bookSlots({ skill: params.skill, zone: params.zone, duration: params.duration, start: params.start, days: params.days, limit: 60 })).slots || [] } catch (e) { err(e) } finally { finding.value = false }
 }
+// Réserver temporairement la fenêtre choisie (libère la précédente)
+async function chooseSlot (s) {
+  if (chosen.value && chosen.value !== s) { try { await roster.bookHold({ date: chosen.value.date, start: chosen.value.start, release: true }) } catch (e) {} }
+  chosen.value = s
+  try { await roster.bookHold({ date: s.date, start: s.start, minutes: holdMinutes }) } catch (e) {}
+}
+async function releaseChosen () { if (chosen.value) { try { await roster.bookHold({ date: chosen.value.date, start: chosen.value.start, release: true }) } catch (e) {} } }
+
 async function confirm (s) {
   confirming.value = true
   try {
     const prefsUsed = prefs.value.filter(p => p.date && p.start)
     const r = await roster.bookConfirm({ job: sel.value.name, tech: s.tech, date: s.date, start: s.start, duration: params.duration, prefs: prefsUsed })
     if (r.ok === false) { err(new Error(r.error || 'échec')); return }
-    $q.notify({ type: 'positive', message: `RDV confirmé : ${frDate(s.date)} ${s.start} · ${s.tech_name || s.tech}` })
-    await loadJobs(); const cur = jobs.value.find(j => j.name === sel.value.name); sel.value = cur || null; fit.value = null; slots.value = []; chosen.value = null
+    $q.notify({ type: 'positive', message: `RDV confirmé : ${dayLabel(s.date)} ${s.start} · ${s.tech_name || s.tech}` })
+    chosen.value = null // hold libéré côté serveur à la confirmation
+    await loadJobs(); sel.value = (jobs.value.concat(rescheduleJobs.value)).find(j => j.name === sel.value?.name) || null; resetPanel()
   } catch (e) { err(e) } finally { confirming.value = false }
 }
+
+async function genLink (j) {
+  try {
+    const r = await roster.bookLink(j.name)
+    if (r.url) { try { await navigator.clipboard.writeText(r.url) } catch (e) {} $q.notify({ type: 'positive', message: 'Lien copié : ' + r.url, timeout: 7000, multiLine: true }) }
+  } catch (e) { err(e) }
+}
+function smsReport (j) {
+  $q.dialog({
+    title: 'Aviser le client par SMS',
+    message: 'Le job sera désassigné (remis au pool) et un SMS avec le lien de reprise de RDV sera envoyé au client. Continuer ?',
+    cancel: true, persistent: true,
+  }).onOk(async () => {
+    smsing.value = true
+    try {
+      const r = await roster.notifyReschedule({ job: j.name })
+      $q.notify({ type: r.sms ? 'positive' : 'warning', message: r.sms ? ('SMS envoyé · ' + (r.phone || '')) : (r.note || r.error || 'Statut « À reporter » posé (pas de SMS).'), timeout: 6000 })
+      await loadJobs(); view.value = 'reschedule'; sel.value = null; resetPanel()
+    } catch (e) { err(e) } finally { smsing.value = false }
+  })
+}
 function err (e) { $q.notify({ type: 'negative', message: '' + (e.message || e) }) }
 
 onMounted(loadJobs)
+onBeforeUnmount(releaseChosen)
 </script>
 
 <style scoped>
-.slot-grid { display: grid; grid-template-columns: repeat(auto-fill, minmax(130px, 1fr)); gap: 6px; }
+.slot-grid { display: grid; grid-template-columns: repeat(auto-fill, minmax(120px, 1fr)); gap: 6px; }
 .slot { border: 1px solid #e0e0e0; border-radius: 6px; padding: 6px 8px; cursor: pointer; font-size: 12px; text-align: center; }
 .slot:hover { border-color: #1976d2; }
 .slot.on { background: #c8e6c9; border-color: #2e7d32; }
+.wk-head { background: #1565c0; color: #fff; font-weight: 700; font-size: 13px; padding: 6px 12px; border-radius: 6px; margin: 14px 0 6px; }
+.day-head { font-weight: 600; font-size: 12px; color: #444; margin: 6px 0 4px; }
 </style>