Two-lane AI: customer self-service and an agent copilot

What you'll see

• Customer AI— search public product docs (optional product-line focus), account and invoice views they can only read, linked sources, and suggested chips that send as the customer's next message when tapped.
• Documentation — markdown sources under content/docs; agents can list product areas and narrow search so answers stay on-topic.
• Escalation — structured handoff (summary, products involved, agent context) into the same chat; the dashboard surfaces escalated threads without a sidebar rail.
• Agent workspace + employee AI — public and internal docs plus account tools; responses split into internal notes and a draft customer reply the human edits and sends. Nothing internal goes to the customer unless it is copied into that draft.
• Live thread sync — the agent view stays current after customer messages and approved replies: PartyKit WebSockets when configured, otherwise automatic polling plus refetch when you return to the tab. Same-tab split view also refreshes the agent column immediately.