console: show the WhatsApp exchange, and let ops answer through it

Engage can now answer a customer's question from the policy wordings
(82), so the lead file has a conversation in it rather than a single
recorded reply.

The audit trail renders both halves — "The customer said", then "We
replied" — so the exchange reads as one, which is what an operator
reviewing an acceptance nobody in the office made actually needs.

The lead file gets a Conversation group beside Proposal: the question,
the answer, and the count. Acceptance stays in Proposal, one tab away
from the words that produced it.

"Reply to the customer" is offered to ops_admin only. Engage declines
anything it cannot answer from the wordings, anything that is a
negotiation, and everything past three answers — so a person needs a way
to take over, and it has to be through the same thread or the reply
lands somewhere the lead file never sees.

Co-Authored-By: Claude Opus 5 (1M context) <noreply@anthropic.com>

src/api/config.js

@@ -143,6 +143,7 @@ const STATE_ACTIVITIES = {
     { uid: 'zk-act-accept',        label: 'Record the acceptance by hand', by: 'you, on consent',  role: 'force' },
     { uid: 'zk-act-quote',         label: 'Re-quote',                    by: 'Engage AI',        role: 'again' },
     { uid: 'zk-act-collect-docs',  label: 'Add a document',              by: 'you',              role: 'again' },
+    { uid: 'zk-act-answer-customer', label: 'Reply to the customer',     by: 'you, on WhatsApp', role: 'again' },
     { uid: 'zk-act-kyc',           label: 'Verify KYC',                  by: 'KYC AI',           role: 'force' },
     { uid: 'zk-act-uw-screen',     label: 'Underwriting Screen',         by: 'KYC AI',           role: 'force' },
   ],

src/api/permissions.js

@@ -33,6 +33,11 @@ export const ACTIVITY_ROLES = {
   'zk-act-advise':       ['ai_advisor'],
   'zk-act-quote':        ['ops_admin', 'ai_engage'],
   'zk-act-accept':       ['ops_admin', 'partner_agent', 'bank_rm', 'csr_direct'],
+  // Ops only. The customer's questions are normally Engage's, and this is
+  // the way a person answers one Engage declined — through the same WhatsApp
+  // thread, so the reply lands on the lead file instead of somewhere nobody
+  // can find it later.
+  'zk-act-answer-customer': ['ops_admin'],
   'zk-act-kyc':          ['ops_admin', 'ai_kyc'],
   'zk-act-uw-screen':    ['ops_admin', 'ai_kyc'],
   'zk-act-uw-prepare':   ['ai_uw_referral'],

src/components/Timeline.jsx

@@ -38,6 +38,7 @@ const NARRATIVE = [
   ['uw_decision_notes', 'Underwriting decision'],
   ['documents_notes', 'Documents'],
   ['customer_reply', 'The customer said'],
+  ['customer_answer', 'We replied'],
   ['lost_reason', 'Why it was dropped'],
   ['resume_note', 'Why now'],
 ]

src/screens/Lead.jsx

@@ -69,7 +69,8 @@ const GROUPS = [
   ['Motor risk',     ['motor_reg_no','motor_make_model','motor_mfg_year','motor_cc','motor_fuel','motor_idv','motor_ncb_pct','motor_addons','motor_prev_insurer','motor_prev_policy_no','motor_prev_expiry','motor_prev_claim']],
   ['AI advice', ['ai_recommended_cover','ai_recommended_addons','ai_recommendation_rationale','ai_recommendation_confidence']],
   ['Quote',          ['product_code','quoted_od_premium','quoted_tp_premium','quoted_addon_premium','quoted_section_premiums','quoted_gst','quoted_premium','quoted_breakup','quote_valid_till']],
-  ['Proposal',       ['acceptance_ref','accepted_at','customer_reply','customer_reply_from']],
+  ['Conversation',   ['customer_reply','customer_reply_from','customer_answer','answer_count']],
+  ['Proposal',       ['acceptance_ref','accepted_at']],
   ['KYC',            ['kyc_mode','kyc_ref','kyc_outcome','kyc_mismatch_notes']],
   ['Underwriting',   ['uw_outcome','uw_survey_required','referral_analysis','uw_referral_reason','uw_decision_notes']],
   ['Policy',         ['payment_link','payment_ref','premium_realised','realised_at','policy_no','policy_issued_at']],