From 198f8bb3d8d49f49176ffba8b0294ef47ee77fdb Mon Sep 17 00:00:00 2001
From: Rafael Alves Lopes <rafael.lopes@sothis.com.br>
Date: Wed, 27 May 2026 15:17:58 -0300
Subject: [PATCH] Adicionar Fluxos End-to-End

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+# Fluxos End-to-End
+
+## Login LDAP/AD
+
+```mermaid
+sequenceDiagram
+  participant U as Usuario
+  participant F as Frontend
+  participant B as Backend
+  participant AD as LDAP/AD
+  participant DB as PostgreSQL
+
+  U->>F: informa usuario/senha
+  F->>B: POST /auth/login
+  B->>AD: bind LDAP
+  AD-->>B: autenticado
+  B->>DB: upsert usuario/provedor
+  B->>DB: consulta perfis/areas
+  B-->>F: token + user
+  F->>F: salva sessao
+  F->>F: redireciona por perfil
+```
+
+## Login Microsoft OAuth
+
+```mermaid
+sequenceDiagram
+  participant U as Usuario
+  participant F as Frontend
+  participant B as Backend
+  participant MS as Microsoft
+  participant DB as PostgreSQL
+
+  U->>F: clica login Microsoft
+  F->>B: GET /auth/oauth/microsoft/start
+  B->>MS: redireciona com state
+  MS->>U: autentica
+  MS->>B: callback code + state
+  B->>MS: troca code por token
+  B->>MS: Graph /me
+  B->>DB: sincroniza usuario/acesso
+  B-->>F: redirect com token/user
+```
+
+## Atendimento WhatsApp receptivo
+
+```mermaid
+sequenceDiagram
+  participant C as Cliente WhatsApp
+  participant W as WhatsApp Web
+  participant B as Backend
+  participant DB as PostgreSQL
+  participant F as Frontend
+  participant A as Agente
+
+  C->>W: envia mensagem
+  W->>B: evento message
+  B->>DB: consulta/cria atribuicao
+  B->>B: Agente Virtual classifica
+  B->>DB: queued por area
+  B->>F: socket atualiza fila
+  A->>F: assume atendimento
+  F->>B: POST /whatsapp/assign
+  B->>DB: status assigned
+  A->>F: responde
+  F->>B: POST /whatsapp/send
+  B->>W: envia mensagem
+```
+
+## Abertura ativa
+
+1. Agente/admin/supervisor abre `Abrir Atendimento`.
+2. Seleciona contato ou digita numero.
+3. Seleciona template aprovado.
+4. Frontend chama `POST /whatsapp/start-attendance`.
+5. Backend envia template.
+6. Atendimento fica bloqueado para mensagem livre ate o cliente responder.
+7. Quando cliente responde, `awaiting_customer_reply` e removido.
+
+## Transferencia
+
+1. Agente assume atendimento.
+2. Seleciona area ou atendente.
+3. Informa observacao.
+4. Backend grava nova area/usuario e `transfer_note`.
+5. Proximo atendente ve a observacao.
+6. Observacao e limpa depois que atendimento segue.
+
+## Pausa do agente
+
+1. Agente clica pausar.
+2. Frontend chama `/agent/presence/pause`.
+3. Backend marca agente como `paused`.
+4. Atendimentos ativos voltam para fila com reserva temporaria.
+5. Ao retomar, backend tenta recuperar atendimentos ainda livres.
+