feat(sdk): P4.5 @insignia/iios-support-web (composes message-web + support REST)

SupportProvider (wraps MessageProvider + support client); useEscalate, useTickets/
useAssignedTickets (+createTicket/patch), useCallbackRequest, useAvailability;
re-exports useThread/useMessages. Boundary allowlist: support-web -> contracts+
kernel-client+message-web+inbox-web.

Co-Authored-By: Claude Opus 4.8 (1M context) <noreply@anthropic.com>

packages/iios-support-web/package.json

@@ -0,0 +1,28 @@
+{
+  "name": "@insignia/iios-support-web",
+  "version": "0.0.0",
+  "private": true,
+  "type": "module",
+  "main": "dist/index.js",
+  "module": "dist/index.js",
+  "types": "dist/index.d.ts",
+  "exports": { ".": { "types": "./dist/index.d.ts", "import": "./dist/index.js" } },
+  "files": ["dist"],
+  "scripts": {
+    "build": "tsup",
+    "typecheck": "tsc --noEmit"
+  },
+  "dependencies": {
+    "@insignia/iios-kernel-client": "workspace:*",
+    "@insignia/iios-message-web": "workspace:*"
+  },
+  "peerDependencies": {
+    "react": ">=18"
+  },
+  "devDependencies": {
+    "@types/react": "^19.0.0",
+    "react": "^19.0.0",
+    "tsup": "^8.3.5",
+    "typescript": "^5.7.3"
+  }
+}

packages/iios-support-web/src/index.ts

@@ -0,0 +1,11 @@
+export {
+  SupportProvider,
+  useEscalate,
+  useTickets,
+  useAssignedTickets,
+  useCallbackRequest,
+  useAvailability,
+} from './react';
+// Re-export the chat hooks so a support app imports everything from one place.
+export { useThread, useMessages } from '@insignia/iios-message-web';
+export type { Ticket, TicketState, CallbackRequest, Message } from '@insignia/iios-kernel-client';

packages/iios-support-web/src/react.tsx

@@ -0,0 +1,91 @@
+import React, { createContext, useCallback, useContext, useEffect, useMemo, useState } from 'react';
+import { MessageProvider } from '@insignia/iios-message-web';
+import { RestClient, type Ticket, type CallbackRequest, type TicketState } from '@insignia/iios-kernel-client';
+
+const SupportContext = createContext<RestClient | null>(null);
+
+/** Wraps MessageProvider (chat) and provides a support REST client. */
+export function SupportProvider({
+  serviceUrl,
+  token,
+  children,
+}: {
+  serviceUrl: string;
+  token: string;
+  children: React.ReactNode;
+}): React.ReactElement {
+  const client = useMemo(() => new RestClient({ serviceUrl, token }), [serviceUrl, token]);
+  return (
+    <SupportContext.Provider value={client}>
+      <MessageProvider serviceUrl={serviceUrl} token={token}>
+        {children}
+      </MessageProvider>
+    </SupportContext.Provider>
+  );
+}
+
+function useSupportClient(): RestClient {
+  const c = useContext(SupportContext);
+  if (!c) throw new Error('support hooks must be used within <SupportProvider>');
+  return c;
+}
+
+/** Escalate a chat thread to support (creates + queues a ticket). */
+export function useEscalate(): (threadId: string, subject?: string) => Promise<Ticket> {
+  const client = useSupportClient();
+  return (threadId, subject) => client.escalate(threadId, subject);
+}
+
+/** The caller's tickets (scope 'mine') or an agent's assigned tickets ('assigned'). */
+export function useTickets(scope: 'mine' | 'assigned' = 'mine', pollMs = 3000): {
+  tickets: Ticket[];
+  refresh: () => Promise<void>;
+  createTicket: (subject: string, opts?: { priority?: string; threadId?: string }) => Promise<Ticket>;
+  patch: (id: string, state: TicketState) => Promise<void>;
+} {
+  const client = useSupportClient();
+  const [tickets, setTickets] = useState<Ticket[]>([]);
+  const refresh = useCallback(async () => {
+    try {
+      setTickets(await client.listTickets(scope));
+    } catch {
+      /* transient */
+    }
+  }, [client, scope]);
+  useEffect(() => {
+    void refresh();
+    const t = setInterval(() => void refresh(), pollMs);
+    return () => clearInterval(t);
+  }, [refresh, pollMs]);
+  const createTicket = async (subject: string, opts?: { priority?: string; threadId?: string }) => {
+    const t = await client.createTicket({ subject, ...opts });
+    await refresh();
+    return t;
+  };
+  const patch = async (id: string, state: TicketState) => {
+    await client.patchTicket(id, state);
+    await refresh();
+  };
+  return { tickets, refresh, createTicket, patch };
+}
+
+/** Agent convenience: their assigned tickets. */
+export function useAssignedTickets(pollMs = 3000) {
+  return useTickets('assigned', pollMs);
+}
+
+export function useCallbackRequest(): (input: {
+  preferChannel: string;
+  preferredTime?: string;
+  notes?: string;
+  ticketId?: string;
+}) => Promise<CallbackRequest> {
+  const client = useSupportClient();
+  return (input) => client.requestCallback(input);
+}
+
+/** Agent presence: set AVAILABLE/OFFLINE. */
+export function useAvailability(): (state: string) => Promise<unknown> {
+  const client = useSupportClient();
+  return (state) => client.setAvailability(state);
+}

packages/iios-support-web/tsconfig.json

@@ -0,0 +1,14 @@
+{
+  "extends": "../../tsconfig.base.json",
+  "compilerOptions": {
+    "outDir": "./dist",
+    "rootDir": "./src",
+    "module": "ESNext",
+    "moduleResolution": "bundler",
+    "lib": ["ES2022", "DOM"],
+    "jsx": "react-jsx",
+    "types": ["react"]
+  },
+  "include": ["src/**/*.ts", "src/**/*.tsx"],
+  "exclude": ["src/**/*.test.ts", "src/**/*.test.tsx"]
+}

packages/iios-support-web/tsup.config.ts

@@ -0,0 +1,9 @@
+import { defineConfig } from 'tsup';
+
+export default defineConfig({
+  entry: ['src/index.ts'],
+  format: ['esm'],
+  dts: true,
+  clean: true,
+  external: ['react', 'react-dom', '@insignia/iios-message-web', '@insignia/iios-kernel-client'],
+});

pnpm-lock.yaml

@@ -181,6 +181,28 @@ importers:
         specifier: ^5.7.3
         version: 5.9.3
 
+  packages/iios-support-web:
+    dependencies:
+      '@insignia/iios-kernel-client':
+        specifier: workspace:*
+        version: link:../iios-kernel-client
+      '@insignia/iios-message-web':
+        specifier: workspace:*
+        version: link:../iios-message-web
+    devDependencies:
+      '@types/react':
+        specifier: ^19.0.0
+        version: 19.2.17
+      react:
+        specifier: ^19.0.0
+        version: 19.2.7
+      tsup:
+        specifier: ^8.3.5
+        version: 8.5.1(jiti@2.7.0)(postcss@8.5.16)(typescript@5.9.3)
+      typescript:
+        specifier: ^5.7.3
+        version: 5.9.3
+
   packages/iios-testkit:
     dependencies:
       '@insignia/iios-contracts':

scripts/check-import-boundary.mjs

@@ -20,6 +20,12 @@ const ALLOWED = {
   '@insignia/iios-service': ['@insignia/iios-contracts', '@insignia/iios-testkit'],
   '@insignia/iios-message-web': ['@insignia/iios-contracts', '@insignia/iios-kernel-client'],
   '@insignia/iios-inbox-web': ['@insignia/iios-contracts', '@insignia/iios-kernel-client'],
+  '@insignia/iios-support-web': [
+    '@insignia/iios-contracts',
+    '@insignia/iios-kernel-client',
+    '@insignia/iios-message-web',
+    '@insignia/iios-inbox-web',
+  ],
 };
 const KNOWN = Object.keys(ALLOWED);