src/api/config.js

@@ -420,71 +420,3 @@ export function blockedOn(lead) {
   }
   return null
 }
-
-/**
- * WHEN AN AGENT STOPS, WHAT DOES A PERSON PRESS?
- *
- * Agents stall. Not often, but they do, and for reasons nothing in this app
- * controls: the model provider slows to ninety seconds a call or returns a 502,
- * a thinking budget runs out mid-sentence, a late webhook wakes the wrong
- * employee. Watched from the console every one of those looks identical —
- * a lead that simply stops — and the screen kept promising it would "complete
- * within two minutes" indefinitely.
- *
- * There is no retry button in the platform, and none of these agents can be
- * woken directly. But every one of them is woken BY AN ACTIVITY, so performing
- * that activity again wakes it again. That is what this table holds: for a
- * lead sitting in an automated step, the activity a person can perform to make
- * the stalled agent run once more.
- *
- * `by` is who to expect to move afterwards, so the button says what will
- * happen rather than just what it does.
- *
- * The choice within Document Pending depends on HOW FAR the chain got, because
- * three agents work that state in sequence and the one to restart is the one
- * that did not finish.
- */
-export function nudgeFor(stage, lead) {
-  if (!stage || !lead) return null
-
-  switch (stage.uid) {
-    case 'zk-state-new':
-      return { uid: 'zk-act-qualify', label: 'Run the check again', by: 'Intake' }
-
-    case 'zk-state-qualified':
-      return { uid: 'zk-act-contact', label: 'Record the call outcome', by: 'Engage' }
-
-    case 'zk-state-contacted':
-      return { uid: 'zk-act-request-docs', label: 'Ask for the documents again', by: 'Engage' }
-
-    case 'zk-state-docs': {
-      // Engage captures, the Advisor recommends, the rating engine prices —
-      // in that order, each woken by the one before.
-      const line = lead.product_line === 'sme_package' ? 'zk-act-capture-sme' : 'zk-act-capture-motor'
-      if (!lead.motor_idv && !lead.sme_value_at_risk) {
-        return { uid: line, label: 'Capture the risk again', by: 'Engage' }
-      }
-      if (!lead.ai_recommended_cover) {
-        // The Advisor is the ONE step nobody may perform by hand — it is
-        // permitted to ai_advisor alone. Re-performing the activity that wakes
-        // it is the only way back, and it is the reason this table exists.
-        return { uid: line, label: 'Wake the Advisor', by: 'the Advisor' }
-      }
-      if (!lead.quoted_premium) {
-        return { uid: 'zk-act-quote', label: 'Build the quote again', by: 'the rating engine' }
-      }
-      return null
-    }
-
-    case 'zk-state-issued':
-      return { uid: 'zk-act-onboard', label: 'Close the file', by: 'Engage' }
-
-    default:
-      return null
-  }
-}
-
-/** How long an automated step may sit before the console stops reassuring and
- *  starts offering the way out. Generous: an employee wake plus a slow model
- *  can legitimately take three or four minutes. */
-export const STALL_AFTER_MS = 5 * 60 * 1000

src/components/Conversation.jsx

@@ -11,31 +11,18 @@ import './Conversation.css'
  * right.
  *
  * WHAT IT CAN AND CANNOT SHOW, said plainly at the foot of the panel rather
- * than left for someone to discover. The console can only show what the
+ * than left for someone to discover. Every message the workflow RECORDS is
- * workflow RECORDS, so anything sent from inside a trigger node and never
+ * here: the customer's replies (customer_reply) and the replies written back
- * written to a field is invisible here however certainly the customer received
+ * (customer_answer). The three automatic sends are not. The quote goes out as
- * it. The acceptance confirmation used to be exactly that — the panel showed
+ * a registered WhatsApp template, and the acknowledgement and the acceptance
- * nothing after "I confirm", which read as though we had ignored somebody
+ * confirmation are composed inside trigger nodes and never written to a field.
- * agreeing to buy — so 90 writes it into customer_answer and it appears.
+ * A thread that quietly omitted them would be worse than one that says which
- *
+ * parts it holds.
- * Two sends remain absent by choice: the quote, which is a registered WhatsApp
- * template rather than text we compose, and the "I have your message" receipt,
- * which would put a line between every question and its answer.
- *
- * A thread that quietly omitted any of this would be worse than one that says
- * which parts it holds.
  */
 function turnsFrom(rows) {
   if (!Array.isArray(rows)) return []
   const out = []
-  // Sorted on (timestamp, id). One submission writes three rows in the same
+  const ordered = [...rows].sort((a, b) => String(a.created_at).localeCompare(String(b.created_at)))
-  // second — the trigger commit, its repeat, and the settle — so a timestamp
-  // alone leaves their order to the sort's stability and puts a reply before
-  // the message it answers whenever the two land in the same second.
-  const ordered = [...rows].sort((a, b) => {
-    const t = String(a.created_at).localeCompare(String(b.created_at))
-    return t !== 0 ? t : (Number(a.id) || 0) - (Number(b.id) || 0)
-  })
   for (const r of ordered) {
     const fields = Array.isArray(r.fields) && r.fields.length
       ? r.fields
@@ -48,17 +35,15 @@ function turnsFrom(rows) {
       if (base === 'customer_answer') out.push({ side: 'us', text: v, at: r.created_at, key: r.id + '-out' })
     }
   }
-  // One submission is recorded three times — the trigger commit, its repeat,
+  // One submission can be recorded more than once (the trigger commit and the
-  // and the settle — so the same sentence would print three times.
+  // settle both carry the payload), so the same sentence would print twice.
-  //
+  // De-duped on side + text rather than on the row id for that reason.
-  // De-duped against the PREVIOUS turn only, not against the whole thread. A
+  const seen = new Set()
-  // customer who asks the same thing twice because the first went unanswered
+  return out.filter((t) => {
-  // has said it twice, and a thread that silently showed it once would hide
+    const k = t.side + ' ' + t.text
-  // exactly the impatience an operator needs to see. Only an immediate repeat
+    if (seen.has(k)) return false
-  // of the same side and the same words is the platform talking to itself.
+    seen.add(k)
-  return out.filter((t, i) => {
+    return true
-    const prev = out[i - 1]
-    return !(prev && prev.side === t.side && prev.text === t.text)
   })
 }
 
@@ -120,11 +105,9 @@ export default function Conversation({ rows, name, onClose }) {
         </div>
 
         <p className="conv__note">
-          Shows the customer&apos;s messages and everything written back to them,
+          Shows the customer&apos;s messages and the replies written back. The quote
-          including the acceptance confirmation. Two automatic sends are not here:
+          itself, the read receipt and the acceptance confirmation are sent
-          the quote, which goes out as a registered WhatsApp template rather than
+          automatically and are not recorded as text, so they do not appear here.
-          text we compose, and the &ldquo;I have your message&rdquo; receipt sent
-          before anything has read it.
         </p>
       </div>
     </div>

src/screens/Lead.jsx

@@ -7,7 +7,7 @@ import AgentChip from '../components/AgentChip.jsx'
 import ClampText from '../components/ClampText.jsx'
 import Conversation from '../components/Conversation.jsx'
 import Timeline from '../components/Timeline.jsx'
-import { APP_ID, DV_LEAD, PRODUCTS, STAGES, STALL_AFTER_MS, blockedOn, nudgeFor, phaseOf } from '../api/config.js'
+import { APP_ID, DV_LEAD, PRODUCTS, STAGES, blockedOn, phaseOf } from '../api/config.js'
 import { AGENTS } from '../api/agents.js'
 import { actionsFor, rolesOf } from '../api/permissions.js'
 import { describeError } from '../api/errors.js'
@@ -152,11 +152,6 @@ export default function Lead() {
   const [audit, setAudit] = useState(null)
   const [showChat, setShowChat] = useState(false)
   const [openAgent, setOpenAgent] = useState(null)
-  // A clock in state rather than Date.now() in the render body. Reading the
-  // wall clock while rendering is impure — React may render twice and get two
-  // answers — and it also means the "nothing for 6 minutes" counter would only
-  // move when something else happened to re-render the page. This ticks it.
-  const [now, setNow] = useState(() => Date.now())
 
   const load = useCallback((quiet = false) => {
     if (!quiet) setErr(null)
@@ -211,11 +206,6 @@ export default function Lead() {
    * moves while it is on screen. Poll quietly: no spinner, no skeleton, and not
    * at all while the tab is in the background.
    */
-  useEffect(() => {
-    const id = setInterval(() => setNow(Date.now()), 20000)
-    return () => clearInterval(id)
-  }, [])
-
   useEffect(() => {
     // Not while a form is open. A successful poll rewrites `actions`, and if the
     // lead has moved on the open form unmounts — taking whatever was typed into
@@ -278,17 +268,6 @@ export default function Lead() {
   // the "in progress" strip below, which would otherwise keep promising that
   // something is happening for as long as the lead is left alone.
   const blocked = stage?.kind === 'auto' ? blockedOn(row) : null
-  // An automated step that has sat too long. Distinct from `blocked`, which is
-  // the workflow refusing for a stated reason — this is the agent not having
-  // come back, and the cause is usually outside this app entirely: a slow or
-  // failing model provider, a thinking budget that ran out mid-sentence, a
-  // wake that never arrived. The console cannot see any of that, so it reports
-  // the only thing it can know — nothing has happened for a while — and offers
-  // the way out rather than going on promising two minutes.
-  const stillFor = row.updated_at ? now - Date.parse(row.updated_at) : 0
-  const stalled = !blocked && stage?.kind === 'auto' && stillFor > STALL_AFTER_MS
-    ? { mins: Math.round(stillFor / 60000), nudge: nudgeFor(stage, row) }
-    : null
 
 
   return (
@@ -419,29 +398,6 @@ export default function Lead() {
                 </button>
               </div>
             </div>
-          ) : stalled ? (
-            <div className="doing doing--stalled">
-              <span className="doing__stop" aria-hidden="true" />
-              <div>
-                <strong>{stage.doing} — nothing for {stalled.mins} minutes</strong>
-                <span>
-                  {stage.by} has not come back. That is usually the model provider being
-                  slow or dropping a request, not a problem with this lead — the work so far
-                  is safe and nothing has been lost.
-                  {stalled.nudge
-                    ? ` Running ${stalled.nudge.label.toLowerCase()} wakes ${stalled.nudge.by} to try again.`
-                    : ' There is no step to re-run from here; the actions below are the way on.'}
-                </span>
-                {stalled.nudge ? (
-                  <button
-                    type="button" className="doing__fix"
-                    onClick={() => setOpen(stalled.nudge.uid)}
-                  >
-                    {stalled.nudge.label}
-                  </button>
-                ) : null}
-              </div>
-            </div>
           ) : stage?.kind === 'customer' && stage.doing ? (
             /* Not an agent working, and not a task of yours either — the lead
                is with someone outside the business. Without this the screen

src/screens/screens.css

@@ -1358,14 +1358,3 @@
   color: var(--zk-muted);
   white-space: nowrap;
 }
-
-/* ---- an agent that has not come back ----
-   Amber like `blocked`, because both need a person — but worded and coloured
-   apart from it: blocked means the workflow refused for a stated reason and
-   the fix is known; stalled means nobody knows, and the honest offer is to try
-   again. No pulse either way. */
-.doing--stalled {
-  border-color: var(--zk-amber-line);
-  background: var(--zk-amber-tint);
-}
-.doing--stalled strong { color: var(--zk-amber-ink); }