FEAT: adiciona flow builder, auditoria e melhorias no WhatsApp

- cria endpoints administrativos para fluxo do bot, conteúdos da IA, auditoria e ranking de atendentes
- substitui triagem fixa por interpretação de árvore configurável
- adiciona encerramento de atendimento, categorias de template e variáveis de mensagem
- corrige abertura ativa para usar o chatId real retornado pelo WhatsApp

src/modules/admin/admin-access.controller.ts

@@ -1,4 +1,4 @@
-import { Body, Controller, Get, Param, Post, Put } from '@nestjs/common';
+import { Body, Controller, Delete, Get, Param, Post, Put, Query } from '@nestjs/common';
 import { AdminAccessService } from './admin-access.service';
 
 @Controller('admin/access')
@@ -15,6 +15,40 @@ export class AdminAccessController {
     return this.adminAccessService.getOverview();
   }
 
+  @Get('ranking')
+  getRanking(@Query('areaId') areaId?: string) {
+    return this.adminAccessService.getAttendantRanking(areaId ? Number(areaId) : null);
+  }
+
+  @Get('audit')
+  listAuditLogs(@Query('page') page?: string, @Query('limit') limit?: string) {
+    return this.adminAccessService.listAuditLogs(Number(page || 1), Number(limit || 100));
+  }
+
+  @Get('ai-contents')
+  listAiContents() {
+    return this.adminAccessService.listAiContents();
+  }
+
+  @Post('ai-contents')
+  createAiContent(@Body() body: {
+    title?: string;
+    areaId?: number | null;
+    filename?: string | null;
+    mimetype?: string | null;
+    fileSize?: number | null;
+    contentBase64?: string | null;
+    notes?: string | null;
+    createdByUserId?: number | null;
+  }) {
+    return this.adminAccessService.createAiContent(body);
+  }
+
+  @Delete('ai-contents/:id')
+  deleteAiContent(@Param('id') id: string) {
+    return this.adminAccessService.deleteAiContent(Number(id));
+  }
+
   @Get('areas')
   listAreas() {
     return this.adminAccessService.listAreas();
@@ -33,6 +67,11 @@ export class AdminAccessController {
     return this.adminAccessService.updateArea(Number(id), body);
   }
 
+  @Delete('areas/:id')
+  deleteArea(@Param('id') id: string) {
+    return this.adminAccessService.deleteArea(Number(id));
+  }
+
   @Get('users')
   listUsers() {
     return this.adminAccessService.listUsers();

src/modules/admin/admin-access.service.ts

@@ -20,10 +20,57 @@ interface AreaInput {
   ativo?: boolean;
 }
 
+interface AiContentInput {
+  title?: string;
+  areaId?: number | null;
+  filename?: string | null;
+  mimetype?: string | null;
+  fileSize?: number | null;
+  contentBase64?: string | null;
+  notes?: string | null;
+  createdByUserId?: number | null;
+}
+
 @Injectable()
 export class AdminAccessService {
   constructor(private readonly database: DatabaseService) {}
 
+  async onModuleInit() {
+    await this.ensureAdminSchema();
+  }
+
+  async ensureAdminSchema() {
+    await this.database.query(`
+      CREATE TABLE IF NOT EXISTS admin_audit_logs (
+        id SERIAL PRIMARY KEY,
+        actor_user_id INTEGER REFERENCES usuarios(id) ON DELETE SET NULL,
+        actor_name VARCHAR(180),
+        action VARCHAR(120) NOT NULL,
+        target_type VARCHAR(80),
+        target_id VARCHAR(120),
+        details TEXT,
+        created_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP
+      );
+    `);
+
+    await this.database.query(`
+      CREATE TABLE IF NOT EXISTS ai_knowledge_contents (
+        id SERIAL PRIMARY KEY,
+        title VARCHAR(220) NOT NULL,
+        area_id INTEGER REFERENCES areas(id) ON DELETE SET NULL,
+        filename VARCHAR(260),
+        mimetype VARCHAR(160),
+        file_size INTEGER,
+        content_base64 TEXT,
+        status VARCHAR(40) NOT NULL DEFAULT 'available',
+        notes TEXT,
+        created_by_user_id INTEGER REFERENCES usuarios(id) ON DELETE SET NULL,
+        created_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP,
+        updated_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP
+      );
+    `);
+  }
+
   async getOptions() {
     const [profiles, areas] = await Promise.all([
       this.database.query<{ id: number; nome: string }>(
@@ -127,6 +174,189 @@ export class AdminAccessService {
     };
   }
 
+  async getAttendantRanking(areaId?: number | null) {
+    const params: unknown[] = [];
+    const areaFilter = areaId ? 'AND wca.area_id = $1' : '';
+    if (areaId) params.push(areaId);
+
+    const result = await this.database.query(
+      `
+        SELECT
+          u.id,
+          u.nome AS name,
+          COALESCE(a.nome, 'Sem especialidade') AS area,
+          COUNT(wca.id)::INTEGER AS closed,
+          COALESCE(ROUND(AVG(EXTRACT(EPOCH FROM (wca.updated_at - wca.assigned_at))) / 60)::INTEGER, 0) AS avg_minutes
+        FROM whatsapp_chat_atribuicoes wca
+        INNER JOIN usuarios u ON u.id = wca.user_id OR u.id = wca.reserved_user_id
+        LEFT JOIN areas a ON a.id = wca.area_id
+        WHERE wca.assigned_at IS NOT NULL
+          AND wca.conversation_started_at >= date_trunc('month', CURRENT_DATE)
+          AND wca.status IN ('expired', 'assigned')
+          ${areaFilter}
+        GROUP BY u.id, u.nome, a.nome
+        ORDER BY closed DESC, avg_minutes ASC
+        LIMIT 10
+      `,
+      params,
+    );
+
+    return result.rows.map((row: any) => ({
+      id: `${row.id}-${row.area}`,
+      name: row.name,
+      area: row.area,
+      closed: Number(row.closed || 0),
+      avgTime: `${Number(row.avg_minutes || 0)} min`,
+      satisfaction: 'Sem dados',
+    }));
+  }
+
+  async listAuditLogs(page = 1, limit = 100) {
+    const safePage = Math.max(1, Number(page) || 1);
+    const safeLimit = Math.min(100, Math.max(1, Number(limit) || 100));
+    const offset = (safePage - 1) * safeLimit;
+
+    const result = await this.database.query(
+      `
+        WITH events AS (
+          SELECT
+            ('audit-' || id)::TEXT AS id,
+            created_at,
+            COALESCE(actor_name, 'Sistema') AS actor,
+            action,
+            COALESCE(target_type, 'Registro') AS target_type,
+            target_id,
+            details
+          FROM admin_audit_logs
+
+          UNION ALL
+
+          SELECT
+            ('area-' || id)::TEXT AS id,
+            updated_at AS created_at,
+            'Admin' AS actor,
+            CASE WHEN ativo THEN 'Especialidade atualizada' ELSE 'Especialidade desativada' END AS action,
+            'Especialidade' AS target_type,
+            id::TEXT AS target_id,
+            nome AS details
+          FROM areas
+
+          UNION ALL
+
+          SELECT
+            ('template-' || wt.id)::TEXT AS id,
+            wt.updated_at AS created_at,
+            COALESCE(wt.requested_by_role, 'Admin') AS actor,
+            CASE wt.status
+              WHEN 'approved' THEN 'Template aprovado'
+              WHEN 'rejected' THEN 'Template reprovado'
+              WHEN 'meta_review' THEN 'Template enviado para análise'
+              ELSE 'Template atualizado'
+            END AS action,
+            'Template' AS target_type,
+            wt.id::TEXT AS target_id,
+            wt.name AS details
+          FROM whatsapp_templates wt
+
+          UNION ALL
+
+          SELECT
+            ('assignment-' || wca.id)::TEXT AS id,
+            wca.updated_at AS created_at,
+            COALESCE(u.nome, 'Sistema') AS actor,
+            CASE wca.status
+              WHEN 'queued' THEN 'Atendimento em fila'
+              WHEN 'assigned' THEN 'Atendimento atribuído'
+              WHEN 'expired' THEN 'Atendimento encerrado'
+              ELSE 'Atendimento atualizado'
+            END AS action,
+            'Atendimento' AS target_type,
+            wca.chat_id AS target_id,
+            COALESCE(a.nome, wca.transfer_note, '') AS details
+          FROM whatsapp_chat_atribuicoes wca
+          LEFT JOIN usuarios u ON u.id = wca.user_id
+          LEFT JOIN areas a ON a.id = wca.area_id
+        ),
+        counted AS (
+          SELECT COUNT(*)::INTEGER AS total FROM events
+        )
+        SELECT events.*, counted.total
+        FROM events, counted
+        ORDER BY events.created_at DESC, events.id DESC
+        LIMIT $1 OFFSET $2
+      `,
+      [safeLimit, offset],
+    );
+
+    return {
+      page: safePage,
+      limit: safeLimit,
+      total: Number(result.rows[0]?.total || 0),
+      items: result.rows.map(({ total, ...row }) => row),
+    };
+  }
+
+  async listAiContents() {
+    const result = await this.database.query(
+      `
+        SELECT
+          c.id,
+          c.title,
+          c.area_id,
+          a.nome AS area_nome,
+          c.filename,
+          c.mimetype,
+          c.file_size,
+          c.status,
+          c.notes,
+          c.created_at,
+          c.updated_at
+        FROM ai_knowledge_contents c
+        LEFT JOIN areas a ON a.id = c.area_id
+        ORDER BY c.created_at DESC, c.id DESC
+      `,
+    );
+
+    return result.rows;
+  }
+
+  async createAiContent(input: AiContentInput) {
+    const title = String(input.title || '').trim();
+    if (!title) {
+      throw new Error('Titulo do conteudo e obrigatorio');
+    }
+
+    const result = await this.database.query(
+      `
+        INSERT INTO ai_knowledge_contents (
+          title, area_id, filename, mimetype, file_size, content_base64,
+          status, notes, created_by_user_id, updated_at
+        )
+        VALUES ($1, $2, $3, $4, $5, $6, 'available', $7, $8, CURRENT_TIMESTAMP)
+        RETURNING *
+      `,
+      [
+        title,
+        input.areaId || null,
+        this.normalizeText(input.filename),
+        this.normalizeText(input.mimetype),
+        input.fileSize || null,
+        input.contentBase64 || null,
+        this.normalizeText(input.notes),
+        input.createdByUserId || null,
+      ],
+    );
+
+    await this.logAudit('Conteúdo de IA adicionado', 'Conteúdo IA', String(result.rows[0].id), title);
+    return this.listAiContents();
+  }
+
+  async deleteAiContent(id: number) {
+    await this.database.query('DELETE FROM ai_knowledge_contents WHERE id = $1', [id]);
+    await this.logAudit('Conteúdo de IA removido', 'Conteúdo IA', String(id), 'Remoção de conteúdo');
+    return this.listAiContents();
+  }
+
   async listAreas() {
     const result = await this.database.query(
       `
@@ -148,6 +378,7 @@ export class AdminAccessService {
         LEFT JOIN usuarios_areas ua ON ua.area_id = a.id AND ua.ativo = TRUE
         LEFT JOIN usuarios_areas sua ON sua.area_id = a.id AND sua.ativo = TRUE AND sua.funcao = 'Supervisor'
         LEFT JOIN usuarios su ON su.id = sua.usuario_id
+        WHERE a.ativo = TRUE
         GROUP BY a.id, r.nome
         ORDER BY a.nome
       `,
@@ -248,6 +479,7 @@ export class AdminAccessService {
       }
     });
 
+    await this.logAudit('Acesso de usuário atualizado', 'Usuário', String(usuarioId), 'Perfis e especialidades alterados');
     return this.listUsers().then((users) => users.find((user) => user.id === usuarioId));
   }
 
@@ -261,6 +493,11 @@ export class AdminAccessService {
       `
         INSERT INTO areas (nome, descricao, responsavel_usuario_id, ativo, created_at, updated_at)
         VALUES ($1, $2, $3, TRUE, NOW(), NOW())
+        ON CONFLICT (nome) DO UPDATE SET
+          descricao = EXCLUDED.descricao,
+          responsavel_usuario_id = EXCLUDED.responsavel_usuario_id,
+          ativo = TRUE,
+          updated_at = NOW()
         RETURNING *
       `,
       [nome, this.normalizeText(input.descricao), input.responsavelUsuarioId || null],
@@ -270,6 +507,7 @@ export class AdminAccessService {
       await this.ensureAreaSupervisor(input.responsavelUsuarioId, result.rows[0].id);
     }
 
+    await this.logAudit('Especialidade criada', 'Especialidade', String(result.rows[0].id), nome);
     return this.listAreas();
   }
 
@@ -299,9 +537,45 @@ export class AdminAccessService {
       await this.ensureAreaSupervisor(input.responsavelUsuarioId, areaId);
     }
 
+    await this.logAudit('Especialidade atualizada', 'Especialidade', String(areaId), input.nome || result.rows[0]?.nome || '');
     return this.listAreas();
   }
 
+  async deleteArea(areaId: number) {
+    await this.database.query(
+      `
+        UPDATE areas
+        SET ativo = FALSE,
+            updated_at = NOW()
+        WHERE id = $1
+      `,
+      [areaId],
+    );
+
+    await this.database.query(
+      `
+        UPDATE usuarios_areas
+        SET ativo = FALSE,
+            updated_at = NOW()
+        WHERE area_id = $1
+      `,
+      [areaId],
+    );
+
+    await this.logAudit('Especialidade desativada', 'Especialidade', String(areaId), 'Especialidade removida da operação');
+    return this.listAreas();
+  }
+
+  private async logAudit(action: string, targetType: string, targetId: string, details?: string | null) {
+    await this.database.query(
+      `
+        INSERT INTO admin_audit_logs (actor_name, action, target_type, target_id, details)
+        VALUES ('Admin', $1, $2, $3, $4)
+      `,
+      [action, targetType, targetId, details || null],
+    ).catch(() => undefined);
+  }
+
   private async ensureAreaSupervisor(usuarioId: number, areaId: number) {
     const supervisorProfile = await this.database.query<{ id: number }>(
       `SELECT id FROM perfis_acesso WHERE nome = 'Supervisor' LIMIT 1`,

src/modules/admin/admin.module.ts

@@ -7,10 +7,24 @@ import { AgentPresenceController } from './agent-presence.controller';
 import { AgentPresenceService } from './agent-presence.service';
 import { CustomerContactsController } from './customer-contacts.controller';
 import { CustomerContactsService } from './customer-contacts.service';
+import { KnowledgeBaseController } from './knowledge-base.controller';
+import { KnowledgeBaseService } from './knowledge-base.service';
 
 @Module({
-  controllers: [AdminAccessController, AgentNotesController, AgentPresenceController, CustomerContactsController],
-  providers: [AdminAccessService, AgentNotesService, AgentPresenceService, CustomerContactsService],
+  controllers: [
+    AdminAccessController,
+    AgentNotesController,
+    AgentPresenceController,
+    CustomerContactsController,
+    KnowledgeBaseController,
+  ],
+  providers: [
+    AdminAccessService,
+    AgentNotesService,
+    AgentPresenceService,
+    CustomerContactsService,
+    KnowledgeBaseService,
+  ],
   exports: [AgentPresenceService],
 })
 export class AdminModule {}

src/modules/admin/knowledge-base.controller.ts

@@ -0,0 +1,132 @@
+import { Body, Controller, Delete, Get, Param, Post, Put, Query } from '@nestjs/common';
+import { KnowledgeBaseService } from './knowledge-base.service';
+
+@Controller('admin/knowledge')
+export class KnowledgeBaseController {
+  constructor(private readonly knowledgeBaseService: KnowledgeBaseService) {}
+
+  @Get('bot-flow')
+  getBotFlow() {
+    return this.knowledgeBaseService.getBotFlow();
+  }
+
+  @Get('bot-flow/versions')
+  listBotFlowVersions() {
+    return this.knowledgeBaseService.listBotFlowVersions();
+  }
+
+  @Post('bot-flow/nodes')
+  createBotFlowNode(@Body() body: {
+    parentId: number;
+    nodeType: 'question' | 'agent' | 'close';
+    title?: string;
+    messageText?: string;
+    keywords?: string;
+    fallbackMessage?: string;
+    fallbackAttempts?: number;
+    fallbackAreaId?: number | null;
+    areaId?: number | null;
+  }) {
+    return this.knowledgeBaseService.createBotFlowNode(body);
+  }
+
+  @Put('bot-flow/nodes/:id')
+  updateBotFlowNode(@Param('id') id: string, @Body() body: {
+    title?: string;
+    messageText?: string;
+    keywords?: string;
+    fallbackMessage?: string;
+    fallbackAttempts?: number;
+    fallbackAreaId?: number | null;
+    areaId?: number | null;
+    sortOrder?: number;
+  }) {
+    return this.knowledgeBaseService.updateBotFlowNode(Number(id), body);
+  }
+
+  @Delete('bot-flow/nodes/:id')
+  deleteBotFlowNode(@Param('id') id: string) {
+    return this.knowledgeBaseService.deleteBotFlowNode(Number(id));
+  }
+
+  @Post('bot-flow/publish')
+  publishBotFlow() {
+    return this.knowledgeBaseService.publishBotFlow();
+  }
+
+  @Get('triage-flow')
+  getTriageFlow() {
+    return this.knowledgeBaseService.getTriageFlow();
+  }
+
+  @Put('triage-flow')
+  updateTriageFlow(@Body() body: {
+    greetingMessage?: string;
+    audienceQuestion?: string;
+    intentQuestionTemplate?: string;
+    resolutionQuestion?: string;
+    fallbackMessage?: string;
+    fallbackAreaId?: number | null;
+    maxAttempts?: number;
+  }) {
+    return this.knowledgeBaseService.updateTriageFlow(body);
+  }
+
+  @Post('triage-flow/audiences')
+  createAudience(@Body() body: { label: string; keywords?: string; sortOrder?: number }) {
+    return this.knowledgeBaseService.createAudience(body);
+  }
+
+  @Put('triage-flow/audiences/:id')
+  updateAudience(@Param('id') id: string, @Body() body: { label?: string; keywords?: string; sortOrder?: number; active?: boolean }) {
+    return this.knowledgeBaseService.updateAudience(Number(id), body);
+  }
+
+  @Post('triage-flow/intents')
+  createIntent(@Body() body: {
+    audienceId: number;
+    label: string;
+    areaId: number;
+    keywords?: string;
+    responseMessage?: string;
+    resolutionQuestion?: string;
+    escalationMessage?: string;
+    sortOrder?: number;
+  }) {
+    return this.knowledgeBaseService.createIntent(body);
+  }
+
+  @Put('triage-flow/intents/:id')
+  updateIntent(@Param('id') id: string, @Body() body: {
+    label?: string;
+    areaId?: number;
+    keywords?: string;
+    responseMessage?: string;
+    resolutionQuestion?: string;
+    escalationMessage?: string;
+    sortOrder?: number;
+    active?: boolean;
+  }) {
+    return this.knowledgeBaseService.updateIntent(Number(id), body);
+  }
+
+  @Get('routing-keywords')
+  listRoutingKeywords(@Query('areaId') areaId?: string) {
+    return this.knowledgeBaseService.listRoutingKeywords(areaId ? Number(areaId) : null);
+  }
+
+  @Post('routing-keywords')
+  createRoutingKeyword(@Body() body: { areaId: number; keyword: string }) {
+    return this.knowledgeBaseService.createRoutingKeyword(body);
+  }
+
+  @Put('routing-keywords/:id')
+  updateRoutingKeyword(@Param('id') id: string, @Body() body: { keyword?: string; active?: boolean }) {
+    return this.knowledgeBaseService.updateRoutingKeyword(Number(id), body);
+  }
+
+  @Delete('routing-keywords/:id')
+  deleteRoutingKeyword(@Param('id') id: string) {
+    return this.knowledgeBaseService.deleteRoutingKeyword(Number(id));
+  }
+}

src/modules/admin/knowledge-base.service.ts

@@ -0,0 +1,878 @@
+import { BadRequestException, Injectable, OnModuleInit } from '@nestjs/common';
+import { DatabaseService } from '../../infra/database/database.service';
+
+@Injectable()
+export class KnowledgeBaseService implements OnModuleInit {
+  constructor(private readonly database: DatabaseService) {}
+
+  async onModuleInit() {
+    await this.ensureSchema();
+  }
+
+  async ensureSchema() {
+    await this.database.query(`
+      CREATE TABLE IF NOT EXISTS area_routing_keywords (
+        id SERIAL PRIMARY KEY,
+        area_id INTEGER NOT NULL REFERENCES areas(id) ON DELETE CASCADE,
+        keyword VARCHAR(160) NOT NULL,
+        active BOOLEAN NOT NULL DEFAULT TRUE,
+        created_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP,
+        updated_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP,
+        CONSTRAINT uq_area_routing_keyword UNIQUE (area_id, keyword)
+      );
+    `);
+
+    await this.database.query(`
+      ALTER TABLE bot_triage_flows
+        ADD COLUMN IF NOT EXISTS resolution_question TEXT NOT NULL DEFAULT 'Essa informacao resolveu sua duvida? Responda 1 para encerrar ou 2 para falar com um especialista.';
+    `).catch(() => undefined);
+
+    await this.database.query(`
+      ALTER TABLE bot_triage_intents
+        ADD COLUMN IF NOT EXISTS response_message TEXT,
+        ADD COLUMN IF NOT EXISTS resolution_question TEXT,
+        ADD COLUMN IF NOT EXISTS escalation_message TEXT NOT NULL DEFAULT 'Certo, vou encaminhar seu atendimento para um especialista no assunto.';
+    `).catch(() => undefined);
+
+    await this.database.query(`
+      CREATE TABLE IF NOT EXISTS bot_flow_versions (
+        id SERIAL PRIMARY KEY,
+        name VARCHAR(160) NOT NULL DEFAULT 'Fluxo RH Sothis',
+        status VARCHAR(30) NOT NULL DEFAULT 'draft',
+        version_number INTEGER NOT NULL DEFAULT 0,
+        root_node_id INTEGER,
+        published_at TIMESTAMP WITH TIME ZONE,
+        snapshot JSONB,
+        created_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP,
+        updated_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP
+      );
+    `);
+
+    await this.database.query(`
+      CREATE TABLE IF NOT EXISTS bot_flow_nodes (
+        id SERIAL PRIMARY KEY,
+        version_id INTEGER NOT NULL REFERENCES bot_flow_versions(id) ON DELETE CASCADE,
+        parent_id INTEGER REFERENCES bot_flow_nodes(id) ON DELETE CASCADE,
+        node_type VARCHAR(30) NOT NULL CHECK (node_type IN ('greeting', 'question', 'agent', 'close')),
+        title VARCHAR(160) NOT NULL,
+        message_text TEXT,
+        keywords TEXT,
+        fallback_message TEXT,
+        fallback_attempts INTEGER NOT NULL DEFAULT 2,
+        fallback_area_id INTEGER REFERENCES areas(id) ON DELETE SET NULL,
+        area_id INTEGER REFERENCES areas(id) ON DELETE SET NULL,
+        sort_order INTEGER NOT NULL DEFAULT 1,
+        position_x INTEGER NOT NULL DEFAULT 0,
+        position_y INTEGER NOT NULL DEFAULT 0,
+        created_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP,
+        updated_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP
+      );
+    `);
+
+    await this.database.query(`
+      ALTER TABLE bot_flow_nodes
+        DROP CONSTRAINT IF EXISTS bot_flow_nodes_node_type_check;
+      ALTER TABLE bot_flow_nodes
+        ADD CONSTRAINT bot_flow_nodes_node_type_check
+        CHECK (node_type IN ('greeting', 'question', 'agent', 'close'));
+    `).catch(() => undefined);
+
+    await this.database.query(`
+      ALTER TABLE whatsapp_chat_atribuicoes
+        ADD COLUMN IF NOT EXISTS triage_builder_version_id INTEGER,
+        ADD COLUMN IF NOT EXISTS triage_builder_node_id INTEGER;
+    `).catch(() => undefined);
+
+    await this.ensureDraftBotFlow();
+  }
+
+  async getBotFlow() {
+    const draft = await this.ensureDraftBotFlow();
+    const nodes = await this.getFlowNodes(draft.id);
+    const latestPublished = await this.database.query(
+      `
+        SELECT id, version_number, published_at
+        FROM bot_flow_versions
+        WHERE status = 'published'
+        ORDER BY published_at DESC, id DESC
+        LIMIT 1
+      `,
+    );
+
+    return {
+      ...draft,
+      nodes,
+      tree: this.buildNodeTree(nodes, draft.root_node_id),
+      latestPublished: latestPublished.rows[0] || null,
+    };
+  }
+
+  async listBotFlowVersions() {
+    const result = await this.database.query(
+      `
+        SELECT id, name, status, version_number, published_at, created_at
+        FROM bot_flow_versions
+        WHERE status = 'published'
+        ORDER BY published_at DESC, id DESC
+      `,
+    );
+
+    return result.rows;
+  }
+
+  async createBotFlowNode(input: {
+    parentId: number;
+    nodeType: 'question' | 'agent' | 'close';
+    title?: string;
+    messageText?: string;
+    keywords?: string;
+    fallbackMessage?: string;
+    fallbackAttempts?: number;
+    fallbackAreaId?: number | null;
+    areaId?: number | null;
+  }) {
+    const draft = await this.ensureDraftBotFlow();
+    const parentId = Number(input.parentId);
+    const parent = await this.getDraftNode(parentId, draft.id);
+    if (!parent) throw new BadRequestException('No pai nao encontrado no fluxo.');
+    if (parent.node_type === 'agent') throw new BadRequestException('Um no de envio para agente nao pode ter filhos.');
+
+    const nodeType = input.nodeType;
+    if (!['question', 'agent', 'close'].includes(nodeType)) {
+      throw new BadRequestException('Tipo de no invalido.');
+    }
+
+    if (nodeType === 'agent' && !input.areaId) {
+      throw new BadRequestException('Selecione a especialidade de destino.');
+    }
+
+    if (nodeType === 'question' && !this.cleanOptional(input.messageText)) {
+      throw new BadRequestException('Informe a mensagem da pergunta.');
+    }
+
+    await this.assertNoKeywordConflict(parentId, this.cleanOptional(input.keywords), null);
+    const count = await this.database.query<{ total: string }>(
+      'SELECT COUNT(*)::TEXT AS total FROM bot_flow_nodes WHERE parent_id = $1',
+      [parentId],
+    );
+
+    const title =
+      this.cleanOptional(input.title) ||
+      (nodeType === 'agent' ? 'Enviar para agente' : nodeType === 'close' ? 'Encerrar pelo bot' : 'Pergunta');
+
+    const result = await this.database.query(
+      `
+        INSERT INTO bot_flow_nodes (
+          version_id, parent_id, node_type, title, message_text, keywords,
+          fallback_message, fallback_attempts, fallback_area_id, area_id,
+          sort_order, updated_at
+        )
+        VALUES ($1, $2, $3, $4, $5, $6, $7, COALESCE($8, 2), $9, $10, $11, CURRENT_TIMESTAMP)
+        RETURNING *
+      `,
+      [
+        draft.id,
+        parentId,
+        nodeType,
+        title,
+        this.cleanOptional(input.messageText),
+        this.cleanOptional(input.keywords),
+        this.cleanOptional(input.fallbackMessage),
+        input.fallbackAttempts ? Number(input.fallbackAttempts) : null,
+        input.fallbackAreaId || null,
+        input.areaId || null,
+        Number(count.rows[0]?.total || 0) + 1,
+      ],
+    );
+
+    return result.rows[0];
+  }
+
+  async updateBotFlowNode(id: number, input: {
+    title?: string;
+    messageText?: string;
+    keywords?: string;
+    fallbackMessage?: string;
+    fallbackAttempts?: number;
+    fallbackAreaId?: number | null;
+    areaId?: number | null;
+    sortOrder?: number;
+  }) {
+    const draft = await this.ensureDraftBotFlow();
+    const node = await this.getDraftNode(Number(id), draft.id);
+    if (!node) throw new BadRequestException('No nao encontrado no fluxo.');
+
+    if (node.node_type === 'greeting' && input.keywords) {
+      throw new BadRequestException('O no raiz nao usa keywords.');
+    }
+
+    if (node.node_type !== 'greeting') {
+      await this.assertNoKeywordConflict(Number(node.parent_id), this.cleanOptional(input.keywords), Number(id));
+    }
+
+    const result = await this.database.query(
+      `
+        UPDATE bot_flow_nodes
+        SET
+          title = COALESCE($2, title),
+          message_text = COALESCE($3, message_text),
+          keywords = COALESCE($4, keywords),
+          fallback_message = COALESCE($5, fallback_message),
+          fallback_attempts = COALESCE($6, fallback_attempts),
+          fallback_area_id = $7,
+          area_id = $8,
+          sort_order = COALESCE($9, sort_order),
+          updated_at = CURRENT_TIMESTAMP
+        WHERE id = $1
+          AND version_id = $10
+        RETURNING *
+      `,
+      [
+        id,
+        this.cleanOptional(input.title),
+        this.cleanOptional(input.messageText),
+        this.cleanOptional(input.keywords),
+        this.cleanOptional(input.fallbackMessage),
+        input.fallbackAttempts ? Number(input.fallbackAttempts) : null,
+        input.fallbackAreaId || null,
+        input.areaId || null,
+        input.sortOrder ? Number(input.sortOrder) : null,
+        draft.id,
+      ],
+    );
+
+    return result.rows[0];
+  }
+
+  async deleteBotFlowNode(id: number) {
+    const draft = await this.ensureDraftBotFlow();
+    const node = await this.getDraftNode(Number(id), draft.id);
+    if (!node) throw new BadRequestException('No nao encontrado no fluxo.');
+    if (node.node_type === 'greeting') throw new BadRequestException('O no raiz nao pode ser removido.');
+
+    await this.database.query('DELETE FROM bot_flow_nodes WHERE id = $1 AND version_id = $2', [id, draft.id]);
+    return { success: true };
+  }
+
+  async publishBotFlow() {
+    const draft = await this.ensureDraftBotFlow();
+    const nodes = await this.getFlowNodes(draft.id);
+    this.validateFlow(nodes, draft.root_node_id);
+
+    const nextVersion = await this.database.query<{ next_version: number }>(
+      `
+        SELECT COALESCE(MAX(version_number), 0) + 1 AS next_version
+        FROM bot_flow_versions
+        WHERE status = 'published'
+      `,
+    );
+
+    const published = await this.database.query(
+      `
+        INSERT INTO bot_flow_versions (name, status, version_number, snapshot, published_at, updated_at)
+        VALUES ($1, 'published', $2, $3::jsonb, CURRENT_TIMESTAMP, CURRENT_TIMESTAMP)
+        RETURNING *
+      `,
+      [draft.name, nextVersion.rows[0].next_version, JSON.stringify({ nodes })],
+    );
+
+    const publishedVersion = published.rows[0];
+    const idMap = new Map<number, number>();
+    const childrenByParent = new Map<number, any[]>();
+    nodes.forEach((node) => {
+      if (!node.parent_id) return;
+      const parentId = Number(node.parent_id);
+      childrenByParent.set(parentId, [...(childrenByParent.get(parentId) || []), node]);
+    });
+
+    const rootNode = nodes.find((node) => Number(node.id) === Number(draft.root_node_id));
+    if (!rootNode) {
+      throw new BadRequestException('O fluxo precisa ter um no raiz de saudacao.');
+    }
+
+    const copyNode = async (node: any, parentId: number | null): Promise<void> => {
+      const copied = await this.database.query(
+        `
+          INSERT INTO bot_flow_nodes (
+            version_id, parent_id, node_type, title, message_text, keywords,
+            fallback_message, fallback_attempts, fallback_area_id, area_id,
+            sort_order, position_x, position_y, updated_at
+          )
+          VALUES ($1, $2, $3, $4, $5, $6, $7, $8, $9, $10, $11, $12, $13, CURRENT_TIMESTAMP)
+          RETURNING *
+      `,
+        [
+          publishedVersion.id,
+          parentId,
+          node.node_type,
+          node.title,
+          node.message_text,
+          node.keywords,
+          node.fallback_message,
+          node.fallback_attempts,
+          node.fallback_area_id,
+          node.area_id,
+          node.sort_order,
+          node.position_x,
+          node.position_y,
+        ],
+      );
+      const copiedId = Number(copied.rows[0].id);
+      idMap.set(Number(node.id), copiedId);
+
+      const children = childrenByParent.get(Number(node.id)) || [];
+      for (const child of children) {
+        await copyNode(child, copiedId);
+      }
+    };
+
+    await copyNode(rootNode, null);
+
+    const rootNodeId = idMap.get(Number(draft.root_node_id));
+    await this.database.query(
+      'UPDATE bot_flow_versions SET root_node_id = $2, updated_at = CURRENT_TIMESTAMP WHERE id = $1',
+      [publishedVersion.id, rootNodeId || null],
+    );
+
+    return this.getBotFlow();
+  }
+
+  async quickPublishBotFlow() {
+    const draft = await this.ensureDraftBotFlow();
+    const root = await this.getDraftNode(Number(draft.root_node_id), draft.id);
+    if (!root) throw new BadRequestException('O fluxo precisa ter um no raiz de saudacao.');
+
+    const supportArea = await this.database.query<{ id: number }>(
+      `SELECT id FROM areas WHERE nome = 'Suporte' ORDER BY id ASC LIMIT 1`,
+    );
+    const fallbackAreaId = supportArea.rows[0]?.id;
+    if (!fallbackAreaId) throw new BadRequestException('Cadastre a especialidade Suporte antes de publicar um fluxo simples.');
+
+    const childCount = await this.database.query<{ total: string }>(
+      'SELECT COUNT(*)::TEXT AS total FROM bot_flow_nodes WHERE parent_id = $1',
+      [root.id],
+    );
+
+    if (Number(childCount.rows[0]?.total || 0) === 0) {
+      await this.createBotFlowNode({
+        parentId: root.id,
+        nodeType: 'agent',
+        title: 'Fallback para atendimento humano',
+        keywords: '1, atendimento, humano, ajuda, rh',
+        areaId: fallbackAreaId,
+      });
+    }
+
+    return this.publishBotFlow();
+  }
+
+  async getTriageFlow() {
+    const flowResult = await this.database.query(`
+      SELECT *
+      FROM bot_triage_flows
+      WHERE active = TRUE
+      ORDER BY id ASC
+      LIMIT 1
+    `);
+
+    const flow = flowResult.rows[0];
+    if (!flow) return null;
+
+    const audienceResult = await this.database.query(
+      `
+        SELECT *
+        FROM bot_triage_audiences
+        WHERE flow_id = $1
+        ORDER BY sort_order ASC, id ASC
+      `,
+      [flow.id],
+    );
+
+    const audienceIds = audienceResult.rows.map((audience) => audience.id);
+    const intentResult = audienceIds.length
+      ? await this.database.query(
+          `
+            SELECT
+              bti.*,
+              a.nome AS area_nome
+            FROM bot_triage_intents bti
+            INNER JOIN areas a ON a.id = bti.area_id
+            WHERE bti.audience_id = ANY($1::int[])
+            ORDER BY bti.sort_order ASC, bti.id ASC
+          `,
+          [audienceIds],
+        )
+      : { rows: [] };
+
+    return {
+      ...flow,
+      audiences: audienceResult.rows.map((audience) => ({
+        ...audience,
+        intents: intentResult.rows.filter((intent) => Number(intent.audience_id) === Number(audience.id)),
+      })),
+    };
+  }
+
+  async updateTriageFlow(input: {
+    greetingMessage?: string;
+    audienceQuestion?: string;
+    intentQuestionTemplate?: string;
+    resolutionQuestion?: string;
+    fallbackMessage?: string;
+    fallbackAreaId?: number | null;
+    maxAttempts?: number;
+  }) {
+    const flow = await this.getTriageFlow() as any;
+    if (!flow) {
+      throw new BadRequestException('Fluxo de triagem nao encontrado.');
+    }
+
+    const result = await this.database.query(
+      `
+        UPDATE bot_triage_flows
+        SET
+          greeting_message = COALESCE($2, greeting_message),
+          audience_question = COALESCE($3, audience_question),
+          intent_question_template = COALESCE($4, intent_question_template),
+          resolution_question = COALESCE($5, resolution_question),
+          fallback_message = COALESCE($6, fallback_message),
+          fallback_area_id = $7,
+          max_attempts = COALESCE($8, max_attempts),
+          updated_at = CURRENT_TIMESTAMP
+        WHERE id = $1
+        RETURNING *
+      `,
+      [
+        flow.id,
+        this.cleanOptional(input.greetingMessage),
+        this.cleanOptional(input.audienceQuestion),
+        this.cleanOptional(input.intentQuestionTemplate),
+        this.cleanOptional(input.resolutionQuestion),
+        this.cleanOptional(input.fallbackMessage),
+        input.fallbackAreaId || null,
+        input.maxAttempts ? Number(input.maxAttempts) : null,
+      ],
+    );
+
+    return result.rows[0];
+  }
+
+  async createAudience(input: { label: string; keywords?: string; sortOrder?: number }) {
+    const flow = await this.getTriageFlow() as any;
+    if (!flow) throw new BadRequestException('Fluxo de triagem nao encontrado.');
+    const label = String(input.label || '').trim();
+    if (!label) throw new BadRequestException('Informe o nome do publico.');
+
+    const result = await this.database.query(
+      `
+        INSERT INTO bot_triage_audiences (flow_id, label, keywords, sort_order, active, updated_at)
+        VALUES ($1, $2, $3, $4, TRUE, CURRENT_TIMESTAMP)
+        RETURNING *
+      `,
+      [flow.id, label, this.cleanOptional(input.keywords), input.sortOrder || flow.audiences.length + 1],
+    );
+
+    return result.rows[0];
+  }
+
+  async updateAudience(id: number, input: { label?: string; keywords?: string; sortOrder?: number; active?: boolean }) {
+    const result = await this.database.query(
+      `
+        UPDATE bot_triage_audiences
+        SET
+          label = COALESCE($2, label),
+          keywords = COALESCE($3, keywords),
+          sort_order = COALESCE($4, sort_order),
+          active = COALESCE($5, active),
+          updated_at = CURRENT_TIMESTAMP
+        WHERE id = $1
+        RETURNING *
+      `,
+      [
+        id,
+        this.cleanOptional(input.label),
+        this.cleanOptional(input.keywords),
+        input.sortOrder ? Number(input.sortOrder) : null,
+        typeof input.active === 'boolean' ? input.active : null,
+      ],
+    );
+
+    return result.rows[0] || null;
+  }
+
+  async createIntent(input: {
+    audienceId: number;
+    label: string;
+    areaId: number;
+    keywords?: string;
+    responseMessage?: string;
+    resolutionQuestion?: string;
+    escalationMessage?: string;
+    sortOrder?: number;
+  }) {
+    const audienceId = Number(input.audienceId);
+    const areaId = Number(input.areaId);
+    const label = String(input.label || '').trim();
+
+    if (!audienceId || !areaId || !label) {
+      throw new BadRequestException('Informe publico, especialidade e nome da intencao.');
+    }
+
+    const count = await this.database.query<{ total: string }>(
+      'SELECT COUNT(*)::TEXT AS total FROM bot_triage_intents WHERE audience_id = $1',
+      [audienceId],
+    );
+
+    const result = await this.database.query(
+      `
+        INSERT INTO bot_triage_intents (
+          audience_id, label, area_id, keywords, response_message, resolution_question,
+          escalation_message, sort_order, active, updated_at
+        )
+        VALUES ($1, $2, $3, $4, $5, $6, COALESCE($7, 'Certo, vou encaminhar seu atendimento para um especialista no assunto.'), $8, TRUE, CURRENT_TIMESTAMP)
+        RETURNING *
+      `,
+      [
+        audienceId,
+        label,
+        areaId,
+        this.cleanOptional(input.keywords),
+        this.cleanOptional(input.responseMessage),
+        this.cleanOptional(input.resolutionQuestion),
+        this.cleanOptional(input.escalationMessage),
+        input.sortOrder || Number(count.rows[0]?.total || 0) + 1,
+      ],
+    );
+
+    return result.rows[0];
+  }
+
+  async updateIntent(id: number, input: {
+    label?: string;
+    areaId?: number;
+    keywords?: string;
+    responseMessage?: string;
+    resolutionQuestion?: string;
+    escalationMessage?: string;
+    sortOrder?: number;
+    active?: boolean;
+  }) {
+    const result = await this.database.query(
+      `
+        UPDATE bot_triage_intents
+        SET
+          label = COALESCE($2, label),
+          area_id = COALESCE($3, area_id),
+          keywords = COALESCE($4, keywords),
+          response_message = COALESCE($5, response_message),
+          resolution_question = COALESCE($6, resolution_question),
+          escalation_message = COALESCE($7, escalation_message),
+          sort_order = COALESCE($8, sort_order),
+          active = COALESCE($9, active),
+          updated_at = CURRENT_TIMESTAMP
+        WHERE id = $1
+        RETURNING *
+      `,
+      [
+        id,
+        this.cleanOptional(input.label),
+        input.areaId ? Number(input.areaId) : null,
+        this.cleanOptional(input.keywords),
+        this.cleanOptional(input.responseMessage),
+        this.cleanOptional(input.resolutionQuestion),
+        this.cleanOptional(input.escalationMessage),
+        input.sortOrder ? Number(input.sortOrder) : null,
+        typeof input.active === 'boolean' ? input.active : null,
+      ],
+    );
+
+    return result.rows[0] || null;
+  }
+
+  private async ensureDraftBotFlow() {
+    const existing = await this.database.query(
+      `
+        SELECT *
+        FROM bot_flow_versions
+        WHERE status = 'draft'
+        ORDER BY id ASC
+        LIMIT 1
+      `,
+    ).catch(() => ({ rows: [] }));
+
+    let draft = existing.rows[0];
+    if (!draft) {
+      const inserted = await this.database.query(
+        `
+          INSERT INTO bot_flow_versions (name, status, version_number, updated_at)
+          VALUES ('Fluxo RH Sothis', 'draft', 0, CURRENT_TIMESTAMP)
+          RETURNING *
+        `,
+      );
+      draft = inserted.rows[0];
+    }
+
+    const root = await this.database.query(
+      `
+        SELECT *
+        FROM bot_flow_nodes
+        WHERE version_id = $1
+          AND node_type = 'greeting'
+        ORDER BY id ASC
+        LIMIT 1
+      `,
+      [draft.id],
+    );
+
+    if (!root.rows[0]) {
+      const insertedRoot = await this.database.query(
+        `
+          INSERT INTO bot_flow_nodes (
+            version_id, parent_id, node_type, title, message_text, fallback_message,
+            fallback_attempts, sort_order, updated_at
+          )
+          VALUES (
+            $1,
+            NULL,
+            'greeting',
+            'Saudacao inicial',
+            'Ola! Sou o Agente Virtual Sothis. Vou te direcionar para o atendimento correto de RH. Digite o numero da opcao que melhor descreve voce:\n\n1 - Sou colaborador ativo\n2 - Sou ex-colaborador\n3 - Sou candidato a uma vaga',
+            'Nao consegui identificar seu perfil. Digite 1 para colaborador ativo, 2 para ex-colaborador ou 3 para candidato.',
+            2,
+            1,
+            CURRENT_TIMESTAMP
+          )
+          RETURNING *
+        `,
+        [draft.id],
+      );
+
+      await this.database.query(
+        'UPDATE bot_flow_versions SET root_node_id = $2, updated_at = CURRENT_TIMESTAMP WHERE id = $1 RETURNING *',
+        [draft.id, insertedRoot.rows[0].id],
+      );
+      draft.root_node_id = insertedRoot.rows[0].id;
+    } else if (!draft.root_node_id) {
+      await this.database.query(
+        'UPDATE bot_flow_versions SET root_node_id = $2, updated_at = CURRENT_TIMESTAMP WHERE id = $1',
+        [draft.id, root.rows[0].id],
+      );
+      draft.root_node_id = root.rows[0].id;
+    }
+
+    return draft;
+  }
+
+  private async getFlowNodes(versionId: number) {
+    const result = await this.database.query(
+      `
+        SELECT
+          node.*,
+          area.nome AS area_nome,
+          fallback_area.nome AS fallback_area_nome
+        FROM bot_flow_nodes node
+        LEFT JOIN areas area ON area.id = node.area_id
+        LEFT JOIN areas fallback_area ON fallback_area.id = node.fallback_area_id
+        WHERE node.version_id = $1
+        ORDER BY node.parent_id NULLS FIRST, node.sort_order ASC, node.id ASC
+      `,
+      [versionId],
+    );
+
+    return result.rows;
+  }
+
+  private buildNodeTree(nodes: any[], rootNodeId?: number | null) {
+    const byId = new Map<number, any>();
+    nodes.forEach((node) => byId.set(Number(node.id), { ...node, children: [] }));
+
+    byId.forEach((node) => {
+      if (node.parent_id && byId.has(Number(node.parent_id))) {
+        byId.get(Number(node.parent_id)).children.push(node);
+      }
+    });
+
+    const root = rootNodeId ? byId.get(Number(rootNodeId)) : null;
+    return root || nodes.find((node) => node.node_type === 'greeting') || null;
+  }
+
+  private async getDraftNode(id: number, versionId: number) {
+    const result = await this.database.query(
+      'SELECT * FROM bot_flow_nodes WHERE id = $1 AND version_id = $2 LIMIT 1',
+      [id, versionId],
+    );
+
+    return result.rows[0] || null;
+  }
+
+  private validateFlow(nodes: any[], rootNodeId?: number | null) {
+    const root = nodes.find((node) => Number(node.id) === Number(rootNodeId));
+    if (!root || root.node_type !== 'greeting') {
+      throw new BadRequestException('O fluxo precisa ter um no raiz de saudacao.');
+    }
+
+    const childrenByParent = new Map<number, any[]>();
+    nodes.forEach((node) => {
+      if (!node.parent_id) return;
+      const parentId = Number(node.parent_id);
+      childrenByParent.set(parentId, [...(childrenByParent.get(parentId) || []), node]);
+    });
+
+    nodes.forEach((node) => {
+      const children = childrenByParent.get(Number(node.id)) || [];
+      if (['agent', 'close'].includes(node.node_type) && children.length) {
+        throw new BadRequestException(`O no "${node.title}" e terminal e nao pode ter filhos.`);
+      }
+
+      if (!['agent', 'close'].includes(node.node_type) && !children.length) {
+        throw new BadRequestException(`O no "${node.title}" precisa ter ao menos um filho antes de publicar.`);
+      }
+
+      if (node.node_type === 'agent' && !node.area_id) {
+        throw new BadRequestException(`O no "${node.title}" precisa de uma especialidade.`);
+      }
+
+      if (node.parent_id && !this.parseKeywords(node.keywords).length) {
+        throw new BadRequestException(`O no "${node.title}" precisa de pelo menos uma keyword.`);
+      }
+
+      this.assertSiblingKeywordsAreUnique(children);
+    });
+  }
+
+  private assertSiblingKeywordsAreUnique(nodes: any[]) {
+    const seen = new Map<string, string>();
+    nodes.forEach((node) => {
+      const ownKeywords = new Set(this.parseKeywords(node.keywords));
+      ownKeywords.forEach((keyword) => {
+        const previous = seen.get(keyword);
+        if (previous) {
+          throw new BadRequestException(`Keyword "${keyword}" duplicada entre "${previous}" e "${node.title}".`);
+        }
+        seen.set(keyword, node.title);
+      });
+    });
+  }
+
+  private async assertNoKeywordConflict(parentId: number, keywords: string | null, ignoreNodeId: number | null) {
+    const incoming = Array.from(new Set(this.parseKeywords(keywords)));
+    if (!incoming.length) return;
+
+    const siblings = await this.database.query(
+      `
+        SELECT id, title, keywords
+        FROM bot_flow_nodes
+        WHERE parent_id = $1
+          AND ($2::int IS NULL OR id <> $2)
+      `,
+      [parentId, ignoreNodeId],
+    );
+
+    const used = new Map<string, string>();
+    siblings.rows.forEach((node) => {
+      this.parseKeywords(node.keywords).forEach((keyword) => used.set(keyword, node.title));
+    });
+
+    const conflict = incoming.find((keyword) => used.has(keyword));
+    if (conflict) {
+      throw new BadRequestException(`Keyword "${conflict}" ja esta em uso no no "${used.get(conflict)}".`);
+    }
+  }
+
+  private parseKeywords(value?: string | null) {
+    return String(value || '')
+      .split(',')
+      .map((keyword) => this.normalize(keyword).trim())
+      .filter(Boolean);
+  }
+
+  private normalize(value: string) {
+    return String(value || '')
+      .normalize('NFD')
+      .replace(/[\u0300-\u036f]/g, '')
+      .toLowerCase();
+  }
+
+  private cleanOptional(value?: string | null) {
+    const text = String(value || '').trim();
+    return text || null;
+  }
+
+  async listRoutingKeywords(areaId?: number | null) {
+    const params: unknown[] = [];
+    const where = areaId ? 'WHERE ark.area_id = $1' : '';
+    if (areaId) params.push(areaId);
+
+    const result = await this.database.query(
+      `
+        SELECT
+          ark.id,
+          ark.area_id,
+          a.nome AS area_nome,
+          ark.keyword,
+          ark.active,
+          ark.created_at,
+          ark.updated_at
+        FROM area_routing_keywords ark
+        INNER JOIN areas a ON a.id = ark.area_id
+        ${where}
+        ORDER BY a.nome ASC, ark.keyword ASC
+      `,
+      params,
+    );
+
+    return result.rows;
+  }
+
+  async createRoutingKeyword(input: { areaId: number; keyword: string }) {
+    const areaId = Number(input.areaId);
+    const keyword = String(input.keyword || '').trim().toLowerCase();
+
+    if (!Number.isFinite(areaId) || areaId <= 0) {
+      throw new BadRequestException('Especialidade invalida para palavra-chave.');
+    }
+
+    if (!keyword) {
+      throw new BadRequestException('Informe uma palavra-chave.');
+    }
+
+    const result = await this.database.query(
+      `
+        INSERT INTO area_routing_keywords (area_id, keyword, active, created_at, updated_at)
+        VALUES ($1, $2, TRUE, CURRENT_TIMESTAMP, CURRENT_TIMESTAMP)
+        ON CONFLICT (area_id, keyword) DO UPDATE SET
+          active = TRUE,
+          updated_at = CURRENT_TIMESTAMP
+        RETURNING *
+      `,
+      [areaId, keyword],
+    );
+
+    return result.rows[0];
+  }
+
+  async updateRoutingKeyword(id: number, input: { keyword?: string; active?: boolean }) {
+    const keyword = typeof input.keyword === 'string' ? input.keyword.trim().toLowerCase() : null;
+    const active = typeof input.active === 'boolean' ? input.active : null;
+
+    const result = await this.database.query(
+      `
+        UPDATE area_routing_keywords
+        SET
+          keyword = COALESCE($2, keyword),
+          active = COALESCE($3, active),
+          updated_at = CURRENT_TIMESTAMP
+        WHERE id = $1
+        RETURNING *
+      `,
+      [id, keyword || null, active],
+    );
+
+    return result.rows[0] || null;
+  }
+
+  async deleteRoutingKeyword(id: number) {
+    await this.database.query('DELETE FROM area_routing_keywords WHERE id = $1', [id]);
+    return { success: true };
+  }
+}

src/modules/whatsapp/whatsapp-assignment.service.ts

@@ -9,6 +9,72 @@ interface TransferInput {
   note?: string | null;
 }
 
+interface BotMessageVariables {
+  nome?: string | null;
+  telefone?: string | null;
+}
+
+interface TriageIntent {
+  id: number;
+  label: string;
+  area_id: number;
+  area_nome: string;
+  keywords: string;
+  response_message?: string;
+  resolution_question?: string;
+  escalation_message?: string;
+  sort_order: number;
+}
+
+interface TriageAudience {
+  id: number;
+  label: string;
+  keywords: string;
+  sort_order: number;
+  intents: TriageIntent[];
+}
+
+interface TriageFlow {
+  id: number;
+  name: string;
+  greeting_message: string;
+  audience_question: string;
+  intent_question_template: string;
+  resolution_question?: string;
+  fallback_message: string;
+  fallback_area_id: number | null;
+  max_attempts: number;
+  audiences: TriageAudience[];
+}
+
+interface BotFlowNode {
+  id: number;
+  version_id: number;
+  parent_id: number | null;
+  node_type: 'greeting' | 'question' | 'agent' | 'close';
+  title: string;
+  message_text?: string | null;
+  keywords?: string | null;
+  fallback_message?: string | null;
+  fallback_attempts: number;
+  fallback_area_id?: number | null;
+  fallback_area_nome?: string | null;
+  area_id?: number | null;
+  area_nome?: string | null;
+  sort_order: number;
+  children: BotFlowNode[];
+}
+
+interface BotFlowVersion {
+  id: number;
+  root_node_id: number;
+  version_number: number;
+  nodes: BotFlowNode[];
+  root: BotFlowNode;
+}
+
+const VIRTUAL_AGENT_NAME = 'Agente Virtual Sothis';
+
 const SUPPORT_KEYWORDS = [
   'suporte',
   'bug',
@@ -82,6 +148,12 @@ export class WhatsappAssignmentService implements OnModuleInit {
         ADD COLUMN IF NOT EXISTS reserved_user_id INTEGER REFERENCES usuarios(id) ON DELETE SET NULL,
         ADD COLUMN IF NOT EXISTS reserved_at TIMESTAMP WITH TIME ZONE,
         ADD COLUMN IF NOT EXISTS pause_released_at TIMESTAMP WITH TIME ZONE,
+        ADD COLUMN IF NOT EXISTS triage_flow_id INTEGER,
+        ADD COLUMN IF NOT EXISTS triage_audience_id INTEGER,
+        ADD COLUMN IF NOT EXISTS triage_intent_id INTEGER,
+        ADD COLUMN IF NOT EXISTS triage_step VARCHAR(40),
+        ADD COLUMN IF NOT EXISTS triage_builder_version_id INTEGER,
+        ADD COLUMN IF NOT EXISTS triage_builder_node_id INTEGER,
         ADD COLUMN IF NOT EXISTS updated_at TIMESTAMP WITH TIME ZONE DEFAULT CURRENT_TIMESTAMP;
     `);
   }
@@ -103,6 +175,12 @@ export class WhatsappAssignmentService implements OnModuleInit {
         reserved_user_id = NULL,
         reserved_at = NULL,
         pause_released_at = NULL,
+        triage_flow_id = NULL,
+        triage_audience_id = NULL,
+        triage_intent_id = NULL,
+        triage_step = NULL,
+        triage_builder_version_id = NULL,
+        triage_builder_node_id = NULL,
         assigned_at = CURRENT_TIMESTAMP,
         updated_at = CURRENT_TIMESTAMP
       RETURNING *;
@@ -134,6 +212,12 @@ export class WhatsappAssignmentService implements OnModuleInit {
           ELSE whatsapp_chat_atribuicoes.expires_at
         END,
         transfer_note = EXCLUDED.transfer_note,
+        triage_flow_id = NULL,
+        triage_audience_id = NULL,
+        triage_intent_id = NULL,
+        triage_step = NULL,
+        triage_builder_version_id = NULL,
+        triage_builder_node_id = NULL,
         updated_at = CURRENT_TIMESTAMP
       RETURNING *;
     `;
@@ -161,6 +245,12 @@ export class WhatsappAssignmentService implements OnModuleInit {
         reserved_user_id = NULL,
         reserved_at = NULL,
         pause_released_at = NULL,
+        triage_flow_id = NULL,
+        triage_audience_id = NULL,
+        triage_intent_id = NULL,
+        triage_step = NULL,
+        triage_builder_version_id = NULL,
+        triage_builder_node_id = NULL,
         assigned_at = CURRENT_TIMESTAMP,
         updated_at = CURRENT_TIMESTAMP
       RETURNING *;
@@ -187,6 +277,10 @@ export class WhatsappAssignmentService implements OnModuleInit {
 
     if (!assignment) return null;
 
+    if (assignment.status === 'expired' || assignment.status === 'resolved_by_bot') {
+      return null;
+    }
+
     if (assignment.expires_at && new Date(assignment.expires_at).getTime() <= Date.now()) {
       await this.db.query(
         `UPDATE whatsapp_chat_atribuicoes SET status = 'expired', user_id = NULL, updated_at = CURRENT_TIMESTAMP WHERE chat_id = $1`,
@@ -208,6 +302,12 @@ export class WhatsappAssignmentService implements OnModuleInit {
         reserved_user_id = NULL,
         reserved_at = NULL,
         pause_released_at = NULL,
+        triage_flow_id = NULL,
+        triage_audience_id = NULL,
+        triage_intent_id = NULL,
+        triage_step = NULL,
+        triage_builder_version_id = NULL,
+        triage_builder_node_id = NULL,
         updated_at = CURRENT_TIMESTAMP
       WHERE chat_id = $1
       RETURNING *;
@@ -216,6 +316,42 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return result.rows[0] ? this.enrichAssignment(result.rows[0]) : null;
   }
 
+  async closeChat(chatId: string, userId?: string | number | null) {
+    this.logger.log(`Encerrando chat ${chatId}`);
+
+    const params: Array<string | number | null> = [chatId];
+    const userGuard = userId ? 'AND (user_id = $2 OR user_id IS NULL)' : '';
+    if (userId) params.push(Number(userId));
+
+    const result = await this.db.query(
+      `
+        UPDATE whatsapp_chat_atribuicoes
+        SET
+          user_id = NULL,
+          area_id = NULL,
+          status = 'expired',
+          awaiting_customer_reply = FALSE,
+          reserved_user_id = NULL,
+          reserved_at = NULL,
+          pause_released_at = NULL,
+          triage_flow_id = NULL,
+          triage_audience_id = NULL,
+          triage_intent_id = NULL,
+          triage_step = NULL,
+          triage_builder_version_id = NULL,
+          triage_builder_node_id = NULL,
+          transfer_note = NULL,
+          updated_at = CURRENT_TIMESTAMP
+        WHERE chat_id = $1
+          ${userGuard}
+        RETURNING *
+      `,
+      params,
+    );
+
+    return result.rows[0] || null;
+  }
+
   async clearTransferNote(chatId: string) {
     const result = await this.db.query(
       `
@@ -263,7 +399,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return !assignment?.awaiting_customer_reply;
   }
 
-  async routeIncomingMessage(chatId: string, message: string, messageId?: string) {
+  async routeIncomingMessage(chatId: string, message: string, messageId?: string, variables: BotMessageVariables = {}) {
     const cleanMessage = (message || '').trim();
     if (!cleanMessage) {
       const current = await this.getAssignment(chatId);
@@ -280,10 +416,20 @@ export class WhatsappAssignmentService implements OnModuleInit {
       return { assignment: current, shouldSendBotMessage: false, botMessage: null };
     }
 
+    const builderFlowResult = await this.routeBuilderFlow(chatId, cleanMessage, current, messageId, variables);
+    if (builderFlowResult) {
+      return builderFlowResult;
+    }
+
+    const configuredFlowResult = await this.routeConfiguredFlow(chatId, cleanMessage, current, messageId);
+    if (configuredFlowResult) {
+      return configuredFlowResult;
+    }
+
     const detectedArea = await this.detectKnownArea(cleanMessage);
 
     if (detectedArea) {
-      const assignment = await this.queueChat(chatId, detectedArea.id, 'Roteado automaticamente pelo Omnino');
+      const assignment = await this.queueChat(chatId, detectedArea.id, `Roteado automaticamente pelo ${VIRTUAL_AGENT_NAME}`);
       await this.markBotRoute(chatId, messageId);
       const hasPreviousTriage = current?.status === 'bot_triage';
       const botMessage = hasPreviousTriage
@@ -293,7 +439,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
       return {
         assignment,
         shouldSendBotMessage: true,
-        botMessage: this.formatSenderMessage('Atendente virtual', 'Omnino', botMessage),
+        botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, botMessage),
       };
     }
 
@@ -315,7 +461,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
           shouldSendBotMessage: true,
           botMessage: this.formatSenderMessage(
             'Atendente virtual',
-            'Omnino',
+            VIRTUAL_AGENT_NAME,
             'Nao consegui identificar a area ideal com seguranca. Vou te encaminhar para o suporte para agilizar seu atendimento.',
           ),
         };
@@ -328,20 +474,20 @@ export class WhatsappAssignmentService implements OnModuleInit {
           shouldSendBotMessage: true,
           botMessage: this.formatSenderMessage(
           'Atendente virtual',
-          'Omnino',
-          'Para eu te encaminhar corretamente, responda por favor com uma destas opcoes: suporte, financeiro ou comercial.',
+          VIRTUAL_AGENT_NAME,
+          'Para eu te encaminhar corretamente, responda por favor com uma destas opcoes: beneficios, ponto, holerite, ferias, recrutamento ou suporte.',
         ),
       };
     }
 
     const assignment = await this.upsertTriage(chatId, 1, messageId);
     const intentMessage =
-      'Ola, tudo bem? Me chamo Omnino e irei te transferir para alguem especializado. Gostaria de falar com suporte para resolver algum bug ou problema, financeiro para faturas, ou comercial para contratar um novo produto?';
+      `Ola, tudo bem? Sou o ${VIRTUAL_AGENT_NAME} e vou te direcionar para o time certo de RH. Voce quer falar sobre beneficios, ponto, holerite, ferias, recrutamento ou suporte?`;
 
     return {
       assignment,
       shouldSendBotMessage: true,
-      botMessage: this.formatSenderMessage('Atendente virtual', 'Omnino', intentMessage),
+      botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, intentMessage),
     };
   }
 
@@ -357,8 +503,537 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return result.rows;
   }
 
+  private async routeBuilderFlow(
+    chatId: string,
+    message: string,
+    current: any,
+    messageId?: string,
+    variables: BotMessageVariables = {},
+  ) {
+    const flow = await this.getPublishedBotFlow();
+    if (!flow) return null;
+
+    if (!current || current.status !== 'bot_triage' || !current.triage_builder_node_id) {
+      const assignment = await this.upsertBuilderTriage(chatId, flow.id, flow.root.id, 0, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          this.applyBotVariables(flow.root.message_text || 'Ola! Como posso ajudar?', variables),
+        ),
+      };
+    }
+
+    if (Number(current.triage_builder_version_id) !== Number(flow.id)) {
+      const assignment = await this.upsertBuilderTriage(chatId, flow.id, flow.root.id, 0, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          this.applyBotVariables(flow.root.message_text || 'Ola! Como posso ajudar?', variables),
+        ),
+      };
+    }
+
+    const currentNode = flow.nodes.find((node) => Number(node.id) === Number(current.triage_builder_node_id));
+    if (!currentNode) {
+      const assignment = await this.upsertBuilderTriage(chatId, flow.id, flow.root.id, 0, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          this.applyBotVariables(flow.root.message_text || 'Ola! Como posso ajudar?', variables),
+        ),
+      };
+    }
+
+    const matchedChild = this.matchBuilderChild(message, currentNode.children || []);
+    if (matchedChild) {
+      if (matchedChild.node_type === 'close') {
+        await this.db.query(
+          `
+            UPDATE whatsapp_chat_atribuicoes
+            SET status = 'expired',
+                user_id = NULL,
+                area_id = NULL,
+                triage_builder_version_id = NULL,
+                triage_builder_node_id = NULL,
+                last_routed_message_id = $2,
+                updated_at = CURRENT_TIMESTAMP
+            WHERE chat_id = $1
+          `,
+          [chatId, messageId || null],
+        );
+
+        return {
+          assignment: null,
+          shouldSendBotMessage: true,
+          botMessage: this.formatSenderMessage(
+            'Atendente virtual',
+            VIRTUAL_AGENT_NAME,
+            this.applyBotVariables(
+              matchedChild.message_text || 'Perfeito, vou encerrar por aqui. Se precisar de algo mais, e so chamar novamente.',
+              variables,
+            ),
+          ),
+        };
+      }
+
+      if (matchedChild.node_type === 'agent') {
+        const areaId = matchedChild.area_id || currentNode.fallback_area_id || (await this.getAreaByName('Suporte')).id;
+        const assignment = await this.queueChat(
+          chatId,
+          areaId,
+          `Roteado pelo fluxo do ${VIRTUAL_AGENT_NAME}: ${matchedChild.title}`,
+        );
+        await this.markBotRoute(chatId, messageId);
+
+        return {
+          assignment,
+          shouldSendBotMessage: true,
+          botMessage: this.formatSenderMessage(
+            'Atendente virtual',
+            VIRTUAL_AGENT_NAME,
+            this.applyBotVariables(
+              matchedChild.message_text || `Certo, vou encaminhar seu atendimento para ${matchedChild.area_nome || 'a especialidade correta'}.`,
+              variables,
+            ),
+          ),
+        };
+      }
+
+      const assignment = await this.upsertBuilderTriage(chatId, flow.id, matchedChild.id, 0, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          this.applyBotVariables(matchedChild.message_text || 'Pode me contar um pouco mais?', variables),
+        ),
+      };
+    }
+
+    const attempts = Number(current.routing_attempts || 0);
+    const maxAttempts = Math.max(1, Number(currentNode.fallback_attempts || 2));
+
+    if (attempts + 1 >= maxAttempts) {
+      const fallbackAreaId = currentNode.fallback_area_id || (await this.getAreaByName('Suporte')).id;
+      const assignment = await this.queueChat(
+        chatId,
+        fallbackAreaId,
+        `Fallback do fluxo do ${VIRTUAL_AGENT_NAME}: ${currentNode.title}`,
+      );
+      await this.markBotRoute(chatId, messageId);
+
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          this.applyBotVariables(
+            currentNode.fallback_message || 'Nao consegui identificar com seguranca. Vou encaminhar para um especialista.',
+            variables,
+          ),
+        ),
+      };
+    }
+
+    const assignment = await this.upsertBuilderTriage(chatId, flow.id, currentNode.id, attempts + 1, messageId);
+    const retryMessage = [currentNode.fallback_message, currentNode.message_text].filter(Boolean).join('\n\n');
+    return {
+      assignment,
+      shouldSendBotMessage: true,
+      botMessage: this.formatSenderMessage(
+        'Atendente virtual',
+        VIRTUAL_AGENT_NAME,
+        this.applyBotVariables(retryMessage || 'Nao consegui entender. Pode responder novamente?', variables),
+      ),
+    };
+  }
+
+  private async routeConfiguredFlow(chatId: string, message: string, current: any, messageId?: string) {
+    const flow = await this.getActiveTriageFlow();
+    if (!flow || !flow.audiences.length) return null;
+
+    if (!current || current.status !== 'bot_triage' || !current.triage_flow_id) {
+      const assignment = await this.upsertConfiguredTriage(chatId, flow.id, null, 'audience', 1, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          `${flow.greeting_message}\n\n${this.buildAudienceQuestion(flow)}`,
+        ),
+      };
+    }
+
+    if (Number(current.triage_flow_id) !== flow.id) {
+      const assignment = await this.upsertConfiguredTriage(chatId, flow.id, null, 'audience', 1, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          `${flow.greeting_message}\n\n${this.buildAudienceQuestion(flow)}`,
+        ),
+      };
+    }
+
+    if (current.triage_step === 'intent' && current.triage_audience_id) {
+      return this.routeConfiguredIntent(chatId, message, flow, current, messageId);
+    }
+
+    if (current.triage_step === 'resolution' && current.triage_intent_id) {
+      return this.routeConfiguredResolution(chatId, message, flow, current, messageId);
+    }
+
+    return this.routeConfiguredAudience(chatId, message, flow, current, messageId);
+  }
+
+  private async routeConfiguredAudience(chatId: string, message: string, flow: TriageFlow, current: any, messageId?: string) {
+    const audience = this.matchFlowOption(message, flow.audiences);
+    if (!audience) {
+      return this.handleConfiguredFallbackOrRetry(
+        chatId,
+        flow,
+        current,
+        messageId,
+        null,
+        'audience',
+        this.buildAudienceQuestion(flow, 'Nao consegui identificar seu perfil.'),
+      );
+    }
+
+    const assignment = await this.upsertConfiguredTriage(chatId, flow.id, audience.id, 'intent', 0, messageId);
+
+    return {
+      assignment,
+      shouldSendBotMessage: true,
+      botMessage: this.formatSenderMessage(
+        'Atendente virtual',
+        VIRTUAL_AGENT_NAME,
+        this.buildIntentQuestion(flow, audience),
+      ),
+    };
+  }
+
+  private async routeConfiguredIntent(chatId: string, message: string, flow: TriageFlow, current: any, messageId?: string) {
+    const audience = flow.audiences.find((item) => Number(item.id) === Number(current.triage_audience_id));
+    if (!audience) {
+      const assignment = await this.upsertConfiguredTriage(chatId, flow.id, null, 'audience', 1, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, this.buildAudienceQuestion(flow)),
+      };
+    }
+
+    const intent = this.matchFlowOption(message, audience.intents);
+    if (!intent) {
+      return this.handleConfiguredFallbackOrRetry(
+        chatId,
+        flow,
+        current,
+        messageId,
+        audience.id,
+        'intent',
+        this.buildIntentQuestion(flow, audience, 'Nao consegui identificar o assunto.'),
+      );
+    }
+
+    const assignment = await this.upsertConfiguredTriage(
+      chatId,
+      flow.id,
+      audience.id,
+      'resolution',
+      0,
+      messageId,
+      intent.id,
+    );
+
+    const responseMessage = intent.response_message || 'Tenho uma orientacao inicial para esse assunto.';
+    const resolutionQuestion =
+      intent.resolution_question ||
+      flow.resolution_question ||
+      'Essa informacao resolveu sua duvida? Responda 1 para encerrar ou 2 para falar com um especialista.';
+
+    return {
+      assignment,
+      shouldSendBotMessage: true,
+      botMessage: this.formatSenderMessage(
+        'Atendente virtual',
+        VIRTUAL_AGENT_NAME,
+        `${responseMessage}\n\n${resolutionQuestion}`,
+      ),
+    };
+  }
+
+  private async routeConfiguredResolution(chatId: string, message: string, flow: TriageFlow, current: any, messageId?: string) {
+    const intent = flow.audiences
+      .flatMap((audience) => audience.intents)
+      .find((item) => Number(item.id) === Number(current.triage_intent_id));
+
+    if (!intent) {
+      const fallbackAreaId = flow.fallback_area_id || (await this.getAreaByName('Suporte')).id;
+      const assignment = await this.queueChat(chatId, fallbackAreaId, `Fallback configurado pelo ${VIRTUAL_AGENT_NAME}`);
+      await this.markBotRoute(chatId, messageId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, flow.fallback_message),
+      };
+    }
+
+    const normalized = this.normalize(message);
+    const wantsEscalation =
+      normalized === '2' ||
+      normalized.includes('nao') ||
+      normalized.includes('especialista') ||
+      normalized.includes('atendente') ||
+      normalized.includes('pessoa') ||
+      normalized.includes('humano') ||
+      normalized.includes('falar com alguem');
+    const wantsClose =
+      normalized === '1' ||
+      normalized.includes('sim') ||
+      normalized === 'resolveu' ||
+      normalized.includes('resolvido') ||
+      normalized.includes('encerrar') ||
+      normalized.includes('pode encerrar') ||
+      normalized.includes('obrigado');
+
+    if (wantsClose && !wantsEscalation) {
+      await this.db.query(
+        `
+          UPDATE whatsapp_chat_atribuicoes
+          SET status = 'expired',
+              user_id = NULL,
+              area_id = NULL,
+              triage_flow_id = NULL,
+              triage_audience_id = NULL,
+              triage_intent_id = NULL,
+              triage_step = NULL,
+              triage_builder_version_id = NULL,
+              triage_builder_node_id = NULL,
+              last_routed_message_id = $2,
+              updated_at = CURRENT_TIMESTAMP
+          WHERE chat_id = $1
+        `,
+        [chatId, messageId || null],
+      );
+      const assignment = await this.getAssignment(chatId);
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage(
+          'Atendente virtual',
+          VIRTUAL_AGENT_NAME,
+          'Perfeito, vou encerrar por aqui. Se precisar de algo mais, e so chamar novamente.',
+        ),
+      };
+    }
+
+    const assignment = await this.queueChat(
+      chatId,
+      intent.area_id,
+      `Cliente solicitou especialista apos orientacao do ${VIRTUAL_AGENT_NAME}: ${intent.label}`,
+    );
+    await this.markBotRoute(chatId, messageId);
+
+    return {
+      assignment,
+      shouldSendBotMessage: true,
+      botMessage: this.formatSenderMessage(
+        'Atendente virtual',
+        VIRTUAL_AGENT_NAME,
+        intent.escalation_message || `Certo, vou encaminhar seu atendimento para ${intent.area_nome}.`,
+      ),
+    };
+  }
+
+  private async handleConfiguredFallbackOrRetry(
+    chatId: string,
+    flow: TriageFlow,
+    current: any,
+    messageId: string | undefined,
+    audienceId: number | null,
+    step: 'audience' | 'intent',
+    retryMessage: string,
+  ) {
+    const attempts = Number(current?.routing_attempts || 0);
+    if (attempts >= Number(flow.max_attempts || 2)) {
+      const fallbackAreaId = flow.fallback_area_id || (await this.getAreaByName('Suporte')).id;
+      const assignment = await this.queueChat(chatId, fallbackAreaId, `Fallback configurado pelo ${VIRTUAL_AGENT_NAME}`);
+      await this.markBotRoute(chatId, messageId);
+
+      return {
+        assignment,
+        shouldSendBotMessage: true,
+        botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, flow.fallback_message),
+      };
+    }
+
+    const assignment = await this.upsertConfiguredTriage(chatId, flow.id, audienceId, step, attempts + 1, messageId);
+    return {
+      assignment,
+      shouldSendBotMessage: true,
+      botMessage: this.formatSenderMessage('Atendente virtual', VIRTUAL_AGENT_NAME, retryMessage),
+    };
+  }
+
+  private matchFlowOption<T extends { sort_order: number; keywords?: string; label: string }>(message: string, options: T[]) {
+    const normalized = this.normalize(message).trim();
+    const selectedNumber = Number(normalized.match(/^\d+$/)?.[0] || 0);
+    if (selectedNumber > 0) {
+      return options.find((option) => Number(option.sort_order) === selectedNumber) || null;
+    }
+
+    return options.find((option) => {
+      const values = [option.label, ...(option.keywords || '').split(',')]
+        .map((value) => this.normalize(value).trim())
+        .filter(Boolean);
+      return values.some((value) => normalized.includes(value));
+    }) || null;
+  }
+
+  private buildAudienceQuestion(flow: TriageFlow, prefix?: string) {
+    const options = flow.audiences
+      .map((audience) => `${audience.sort_order} - ${audience.label}`)
+      .join('\n');
+    return [prefix, flow.audience_question, options].filter(Boolean).join('\n\n');
+  }
+
+  private buildIntentQuestion(flow: TriageFlow, audience: TriageAudience, prefix?: string) {
+    const options = audience.intents
+      .map((intent) => `${intent.sort_order} - ${intent.label}`)
+      .join('\n');
+    return [prefix, flow.intent_question_template, options].filter(Boolean).join('\n\n');
+  }
+
+  private async getActiveTriageFlow(): Promise<TriageFlow | null> {
+    const flows = await this.db.query<any>(
+      `
+        SELECT *
+        FROM bot_triage_flows
+        WHERE active = TRUE
+        ORDER BY id ASC
+        LIMIT 1
+      `,
+    ).catch(() => ({ rows: [] }));
+
+    const flow = flows.rows[0];
+    if (!flow) return null;
+
+    const audiences = await this.db.query<any>(
+      `
+        SELECT *
+        FROM bot_triage_audiences
+        WHERE flow_id = $1
+          AND active = TRUE
+        ORDER BY sort_order ASC, id ASC
+      `,
+      [flow.id],
+    );
+
+    const intents = await this.db.query<any>(
+      `
+        SELECT
+          bti.*,
+          a.nome AS area_nome
+        FROM bot_triage_intents bti
+        INNER JOIN areas a ON a.id = bti.area_id
+        WHERE bti.audience_id = ANY($1::int[])
+          AND bti.active = TRUE
+        ORDER BY bti.sort_order ASC, bti.id ASC
+      `,
+      [audiences.rows.map((audience) => audience.id)],
+    );
+
+    return {
+      ...flow,
+      audiences: audiences.rows.map((audience) => ({
+        ...audience,
+        intents: intents.rows.filter((intent) => Number(intent.audience_id) === Number(audience.id)),
+      })),
+    };
+  }
+
+  private async getPublishedBotFlow(): Promise<BotFlowVersion | null> {
+    const versionResult = await this.db.query<any>(
+      `
+        SELECT *
+        FROM bot_flow_versions
+        WHERE status = 'published'
+          AND root_node_id IS NOT NULL
+        ORDER BY published_at DESC, id DESC
+        LIMIT 1
+      `,
+    ).catch(() => ({ rows: [] }));
+
+    const version = versionResult.rows[0];
+    if (!version) return null;
+
+    const nodeResult = await this.db.query<any>(
+      `
+        SELECT
+          node.*,
+          area.nome AS area_nome,
+          fallback_area.nome AS fallback_area_nome
+        FROM bot_flow_nodes node
+        LEFT JOIN areas area ON area.id = node.area_id
+        LEFT JOIN areas fallback_area ON fallback_area.id = node.fallback_area_id
+        WHERE node.version_id = $1
+        ORDER BY node.parent_id NULLS FIRST, node.sort_order ASC, node.id ASC
+      `,
+      [version.id],
+    ).catch(() => ({ rows: [] }));
+
+    const byId = new Map<number, BotFlowNode>();
+    nodeResult.rows.forEach((node) => byId.set(Number(node.id), { ...node, children: [] }));
+    byId.forEach((node) => {
+      if (node.parent_id && byId.has(Number(node.parent_id))) {
+        byId.get(Number(node.parent_id))?.children.push(node);
+      }
+    });
+
+    const root = byId.get(Number(version.root_node_id));
+    if (!root) return null;
+
+    return {
+      id: Number(version.id),
+      root_node_id: Number(version.root_node_id),
+      version_number: Number(version.version_number || 0),
+      nodes: Array.from(byId.values()),
+      root,
+    };
+  }
+
+  private matchBuilderChild(message: string, children: BotFlowNode[]) {
+    const normalized = this.normalize(message).trim();
+    return children.find((child) => {
+      const keywords = String(child.keywords || '')
+        .split(',')
+        .map((keyword) => this.normalize(keyword).trim())
+        .filter(Boolean);
+      return keywords.some((keyword) => normalized.includes(keyword));
+    }) || null;
+  }
+
   private async detectKnownArea(message: string) {
     const normalized = this.normalize(message);
+    const configuredArea = await this.detectConfiguredArea(normalized);
+    if (configuredArea) return configuredArea;
+
     const targetName = this.matchAny(normalized, FINANCE_KEYWORDS)
       ? 'Financeiro'
       : this.matchAny(normalized, SALES_KEYWORDS)
@@ -374,6 +1049,28 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return this.getAreaByName(targetName);
   }
 
+  private async detectConfiguredArea(normalizedMessage: string) {
+    const result = await this.db.query<{ id: number; nome: string; keyword: string }>(
+      `
+        SELECT a.id, a.nome, ark.keyword
+        FROM area_routing_keywords ark
+        INNER JOIN areas a ON a.id = ark.area_id
+        WHERE ark.active = TRUE
+          AND a.ativo = TRUE
+        ORDER BY LENGTH(ark.keyword) DESC
+      `,
+    ).catch(() => ({ rows: [] }));
+
+    const match = result.rows.find((row) => normalizedMessage.includes(this.normalize(row.keyword)));
+    if (!match) return null;
+
+    return {
+      id: match.id,
+      name: match.nome.toLowerCase(),
+      article: this.getAreaArticle(match.nome),
+    };
+  }
+
   private async assertUserCanReceiveAssignment(userId: number) {
     const canReceive = await this.agentPresenceService.isAvailable(userId);
     if (!canReceive) {
@@ -391,7 +1088,7 @@ export class WhatsappAssignmentService implements OnModuleInit {
       return {
         id: result.rows[0].id,
         name: result.rows[0].nome.toLowerCase(),
-        article: result.rows[0].nome === 'Comercial' ? 'o' : 'o',
+        article: this.getAreaArticle(result.rows[0].nome),
       };
     }
 
@@ -423,6 +1120,98 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return this.enrichAssignment(result.rows[0]);
   }
 
+  private async upsertConfiguredTriage(
+    chatId: string,
+    flowId: number,
+    audienceId: number | null,
+    step: 'audience' | 'intent' | 'resolution',
+    attempts: number,
+    messageId?: string,
+    intentId: number | null = null,
+  ) {
+    const query = `
+      INSERT INTO whatsapp_chat_atribuicoes (
+        chat_id, user_id, area_id, status, routing_attempts, last_routed_message_id,
+        last_bot_sent_at, triage_flow_id, triage_audience_id, triage_intent_id, triage_step,
+        conversation_started_at, expires_at, assigned_at, updated_at
+      )
+      VALUES (
+        $1, NULL, NULL, 'bot_triage', $2, $3,
+        CURRENT_TIMESTAMP, $4, $5, $6, $7,
+        CURRENT_TIMESTAMP, CURRENT_TIMESTAMP + INTERVAL '24 hours', CURRENT_TIMESTAMP, CURRENT_TIMESTAMP
+      )
+      ON CONFLICT (chat_id) DO UPDATE SET
+        user_id = NULL,
+        area_id = NULL,
+        status = 'bot_triage',
+        routing_attempts = EXCLUDED.routing_attempts,
+        last_routed_message_id = EXCLUDED.last_routed_message_id,
+        last_bot_sent_at = CURRENT_TIMESTAMP,
+        triage_flow_id = EXCLUDED.triage_flow_id,
+        triage_audience_id = EXCLUDED.triage_audience_id,
+        triage_intent_id = EXCLUDED.triage_intent_id,
+        triage_step = EXCLUDED.triage_step,
+        updated_at = CURRENT_TIMESTAMP
+      RETURNING *;
+    `;
+
+    const result = await this.db.query(query, [
+      chatId,
+      attempts,
+      messageId || null,
+      flowId,
+      audienceId,
+      intentId,
+      step,
+    ]);
+    return this.enrichAssignment(result.rows[0]);
+  }
+
+  private async upsertBuilderTriage(
+    chatId: string,
+    versionId: number,
+    nodeId: number,
+    attempts: number,
+    messageId?: string,
+  ) {
+    const query = `
+      INSERT INTO whatsapp_chat_atribuicoes (
+        chat_id, user_id, area_id, status, routing_attempts, last_routed_message_id,
+        last_bot_sent_at, triage_builder_version_id, triage_builder_node_id,
+        conversation_started_at, expires_at, assigned_at, updated_at
+      )
+      VALUES (
+        $1, NULL, NULL, 'bot_triage', $2, $3,
+        CURRENT_TIMESTAMP, $4, $5,
+        CURRENT_TIMESTAMP, CURRENT_TIMESTAMP + INTERVAL '24 hours', CURRENT_TIMESTAMP, CURRENT_TIMESTAMP
+      )
+      ON CONFLICT (chat_id) DO UPDATE SET
+        user_id = NULL,
+        area_id = NULL,
+        status = 'bot_triage',
+        routing_attempts = EXCLUDED.routing_attempts,
+        last_routed_message_id = EXCLUDED.last_routed_message_id,
+        last_bot_sent_at = CURRENT_TIMESTAMP,
+        triage_flow_id = NULL,
+        triage_audience_id = NULL,
+        triage_intent_id = NULL,
+        triage_step = NULL,
+        triage_builder_version_id = EXCLUDED.triage_builder_version_id,
+        triage_builder_node_id = EXCLUDED.triage_builder_node_id,
+        updated_at = CURRENT_TIMESTAMP
+      RETURNING *;
+    `;
+
+    const result = await this.db.query(query, [
+      chatId,
+      attempts,
+      messageId || null,
+      versionId,
+      nodeId,
+    ]);
+    return this.enrichAssignment(result.rows[0]);
+  }
+
   private async markBotRoute(chatId: string, messageId?: string, updateBotTimestamp = true) {
     await this.db.query(
       `
@@ -455,6 +1244,34 @@ export class WhatsappAssignmentService implements OnModuleInit {
     return keywords.some((keyword) => text.includes(this.normalize(keyword)));
   }
 
+  private getAreaArticle(areaName: string) {
+    const normalized = this.normalize(areaName);
+    return ['ferias'].includes(normalized) ? 'as' : 'o';
+  }
+
+  private applyBotVariables(message: string, variables: BotMessageVariables) {
+    const firstName = this.getFirstName(variables.nome);
+    const fullName = this.cleanVariable(variables.nome);
+    const phone = this.cleanVariable(variables.telefone);
+
+    return String(message || '')
+      .replace(/\{nome\}/gi, firstName || 'tudo bem')
+      .replace(/\{nome_completo\}/gi, fullName || firstName || '')
+      .replace(/\{telefone\}/gi, phone || '');
+  }
+
+  private getFirstName(value?: string | null) {
+    const cleaned = this.cleanVariable(value);
+    if (!cleaned || /^\d+$/.test(cleaned)) return '';
+    return cleaned.split(/\s+/)[0] || '';
+  }
+
+  private cleanVariable(value?: string | null) {
+    const text = String(value || '').trim();
+    if (!text || text.includes('@')) return '';
+    return text;
+  }
+
   private normalize(value: string) {
     return String(value || '')
       .normalize('NFD')

src/modules/whatsapp/whatsapp.controller.ts

@@ -54,6 +54,11 @@ export class WhatsappController {
     return this.assignmentService.releaseChat(chatId);
   }
 
+  @Post('close')
+  async closeChat(@Body() body: { chatId: string; userId?: string | number | null }) {
+    return this.assignmentService.closeChat(body.chatId, body.userId);
+  }
+
   @Get('assignment/:chatId')
   async getAssignment(@Param('chatId') chatId: string) {
     return this.assignmentService.getAssignment(chatId);
@@ -65,13 +70,13 @@ export class WhatsappController {
   }
 
   @Post('templates')
-  async saveTemplate(@Body() body: { name: string; content: string; areaId?: number | null; requestedByRole?: string }) {
-    return this.whatsappService.saveTemplate(body.name, body.content, body.areaId, body.requestedByRole);
+  async saveTemplate(@Body() body: { name: string; content: string; areaId?: number | null; requestedByRole?: string; category?: string }) {
+    return this.whatsappService.saveTemplate(body.name, body.content, body.areaId, body.requestedByRole, body.category);
   }
 
   @Post('templates/update/:id')
-  async updateTemplate(@Param('id') id: string, @Body() body: { name: string; content: string; areaId?: number | null }) {
-    return this.whatsappService.updateTemplate(Number(id), body.name, body.content, body.areaId);
+  async updateTemplate(@Param('id') id: string, @Body() body: { name: string; content: string; areaId?: number | null; category?: string }) {
+    return this.whatsappService.updateTemplate(Number(id), body.name, body.content, body.areaId, body.category);
   }
 
   @Post('templates/approve-admin/:id')

src/modules/whatsapp/whatsapp.service.ts

@@ -30,6 +30,7 @@ export class WhatsappService implements OnModuleInit {
           id SERIAL PRIMARY KEY,
           name VARCHAR(255) NOT NULL UNIQUE,
           content TEXT NOT NULL,
+          category VARCHAR(40) NOT NULL DEFAULT 'UTILITY',
           area_id INTEGER REFERENCES areas (id) ON DELETE SET NULL,
           status VARCHAR(40) NOT NULL DEFAULT 'approved',
           requested_by_role VARCHAR(40),
@@ -42,6 +43,7 @@ export class WhatsappService implements OnModuleInit {
       `);
       await this.db.query(`
         ALTER TABLE whatsapp_templates
+          ADD COLUMN IF NOT EXISTS category VARCHAR(40) NOT NULL DEFAULT 'UTILITY',
           ADD COLUMN IF NOT EXISTS area_id INTEGER REFERENCES areas (id) ON DELETE SET NULL,
           ADD COLUMN IF NOT EXISTS status VARCHAR(40) NOT NULL DEFAULT 'approved',
           ADD COLUMN IF NOT EXISTS requested_by_role VARCHAR(40),
@@ -189,9 +191,14 @@ export class WhatsappService implements OnModuleInit {
       .catch(() => undefined)
       .then(async () => {
         try {
-          const routeResult = await this.assignmentService.routeIncomingMessage(remoteJid, messageBody, messageId);
+          const routeResult = await this.assignmentService.routeIncomingMessage(
+            remoteJid,
+            messageBody,
+            messageId,
+            await this.getBotMessageVariables(remoteJid, msg),
+          );
           if (routeResult.shouldSendBotMessage && routeResult.botMessage) {
-            this.logger.log(`Omnino roteou ${remoteJid} para area ${routeResult.assignment?.area_nome || routeResult.assignment?.area_id}`);
+            this.logger.log(`Agente Virtual Sothis roteou ${remoteJid} para area ${routeResult.assignment?.area_nome || routeResult.assignment?.area_id}`);
             await msg.reply(routeResult.botMessage);
           }
         } catch (err) {
@@ -434,6 +441,19 @@ export class WhatsappService implements OnModuleInit {
     }
   }
 
+  private async getBotMessageVariables(chatId: string, msg: any) {
+    const contactProfile = await this.getCustomerContact(chatId);
+    const notifyName = String(msg?.['_data']?.notifyName || '').trim();
+    const pushName = String(msg?.['_data']?.pushName || '').trim();
+    const phone = contactProfile?.phone || await this.resolveContactPhone(chatId);
+    const fallbackName = notifyName || pushName || '';
+
+    return {
+      nome: contactProfile?.name || fallbackName,
+      telefone: phone,
+    };
+  }
+
   async getChatMessages(chatId: string) {
     if (this.status !== 'CONNECTED') return [];
 
@@ -556,20 +576,35 @@ export class WhatsappService implements OnModuleInit {
 
     const renderedContent = this.renderTemplateContent(template.content, variables);
     const sentMessage = await this.sendMessage(to, renderedContent);
-    const assignment = await this.assignmentService.assignChat(to, userId, areaId || null);
-    const lockedAssignment = await this.assignmentService.markAwaitingCustomerReply(to);
+    const chatId = this.getSentMessageChatId(sentMessage, to);
+    const assignment = await this.assignmentService.assignChat(chatId, userId, areaId || null);
+    const lockedAssignment = await this.assignmentService.markAwaitingCustomerReply(chatId);
 
     return {
-      chatId: to,
+      chatId,
       template: { ...template, content: renderedContent },
       messageId: sentMessage?.id?._serialized || null,
       assignment: lockedAssignment || assignment,
     };
   }
 
+  private getSentMessageChatId(sentMessage: any, fallbackChatId: string) {
+    const remote =
+      sentMessage?.id?.remote ||
+      sentMessage?._data?.id?.remote ||
+      sentMessage?.to ||
+      sentMessage?.from ||
+      fallbackChatId;
+
+    return String(remote || fallbackChatId);
+  }
+
   private renderTemplateContent(content: string, variables?: Record<string, string | null | undefined>) {
-    return String(content || '').replace(/\{([a-zA-Z0-9_]+)\}/g, (match, key) => {
-      const value = variables?.[key] ?? variables?.[String(key).toLowerCase()];
+    return String(content || '').replace(/\{([^{}]+)\}/g, (match, key) => {
+      const cleanKey = String(key || '').trim();
+      const lowerKey = cleanKey.toLowerCase();
+      const asciiKey = lowerKey.normalize('NFD').replace(/[\u0300-\u036f]/g, '');
+      const value = variables?.[cleanKey] ?? variables?.[lowerKey] ?? variables?.[asciiKey];
       const normalized = String(value || '').trim();
       return normalized || match;
     });
@@ -591,7 +626,7 @@ export class WhatsappService implements OnModuleInit {
   }
 
   async getTemplates() {
-    await this.refreshFakeMetaApprovals();
+    await this.refreshMetaApprovals();
     const res = await this.db.query(`
       SELECT
         wt.*,
@@ -604,12 +639,12 @@ export class WhatsappService implements OnModuleInit {
   }
 
   private async getTemplateById(id: number) {
-    await this.refreshFakeMetaApprovals();
+    await this.refreshMetaApprovals();
     const res = await this.db.query('SELECT * FROM whatsapp_templates WHERE id = $1 LIMIT 1', [id]);
     return res.rows[0] || null;
   }
 
-  async saveTemplate(name: string, content: string, areaId?: number | null, requestedByRole = 'admin') {
+  async saveTemplate(name: string, content: string, areaId?: number | null, requestedByRole = 'admin', category = 'UTILITY') {
     const isSupervisor = requestedByRole === 'supervisor';
     const status = isSupervisor ? 'admin_review' : 'meta_review';
     const adminApprovedAt = isSupervisor ? null : 'CURRENT_TIMESTAMP';
@@ -619,6 +654,7 @@ export class WhatsappService implements OnModuleInit {
         INSERT INTO whatsapp_templates (
           name,
           content,
+          category,
           area_id,
           status,
           requested_by_role,
@@ -627,9 +663,10 @@ export class WhatsappService implements OnModuleInit {
           meta_approved_at,
           updated_at
         )
-        VALUES ($1, $2, $3, $4, $5, ${adminApprovedAt}, ${metaSubmittedAt}, NULL, CURRENT_TIMESTAMP)
+        VALUES ($1, $2, $3, $4, $5, $6, ${adminApprovedAt}, ${metaSubmittedAt}, NULL, CURRENT_TIMESTAMP)
         ON CONFLICT (name) DO UPDATE SET
           content = EXCLUDED.content,
+          category = EXCLUDED.category,
           area_id = EXCLUDED.area_id,
           status = EXCLUDED.status,
           requested_by_role = EXCLUDED.requested_by_role,
@@ -639,28 +676,29 @@ export class WhatsappService implements OnModuleInit {
           updated_at = CURRENT_TIMESTAMP
         RETURNING *
       `,
-      [name, content, areaId || null, status, requestedByRole]
+      [name, content, this.normalizeTemplateCategory(category), areaId || null, status, requestedByRole]
     );
     return res.rows[0];
   }
 
-  async updateTemplate(id: number, name: string, content: string, areaId?: number | null) {
+  async updateTemplate(id: number, name: string, content: string, areaId?: number | null, category = 'UTILITY') {
     const res = await this.db.query(
       `
         UPDATE whatsapp_templates
         SET
           name = $1,
           content = $2,
-          area_id = $3,
+          category = $3,
+          area_id = $4,
           status = 'meta_review',
           admin_approved_at = CURRENT_TIMESTAMP,
           meta_submitted_at = CURRENT_TIMESTAMP,
           meta_approved_at = NULL,
           updated_at = CURRENT_TIMESTAMP
-        WHERE id = $4
+        WHERE id = $5
         RETURNING *
       `,
-      [name, content, areaId || null, id]
+      [name, content, this.normalizeTemplateCategory(category), areaId || null, id]
     );
     return res.rows[0];
   }
@@ -703,7 +741,12 @@ export class WhatsappService implements OnModuleInit {
     return { success: true };
   }
 
-  private async refreshFakeMetaApprovals() {
+  private normalizeTemplateCategory(category?: string) {
+    const normalized = String(category || 'UTILITY').trim().toUpperCase();
+    return ['UTILITY', 'MARKETING', 'AUTHENTICATION'].includes(normalized) ? normalized : 'UTILITY';
+  }
+
+  private async refreshMetaApprovals() {
     await this.db.query(`
       UPDATE whatsapp_templates
       SET