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1. SYSTEM ARCHITECTURE & DATA MODEL
Build a full-stack real-time customer support chat system with session replay using Next.js (App Router), PostgreSQL (Prisma), Supabase Realtime, and Tailwind CSS.
Data Entities:
- Agent: id, email, role (admin, agent), status (online, offline).
- VisitorSession: id, customer_id, current_url, IP, metadata (JSONB e-commerce cart context).
- Conversation: id, visitor_session_id, agent_id, status (unassigned, open, resolved).
- Message: id, conversation_id, sender_type (visitor, agent, bot), content, created_at.
- CoBrowseSession: id, conversation_id, active (boolean), socket_room_id.

2. CORE FUNCTIONALITY
- Chat Widget: Embeddable JS script that mounts a shadow DOM widget on host site. Connects via WebSockets to send/receive messages and cart metadata.
- Agent Workspace: Dashboard displaying unassigned/assigned tickets, online site visitors, and live active message streams.
- AI Automated Support: Intercept visitor messages using OpenAI API (GPT-4o). Answer store FAQs based on uploaded knowledge base. Transfer to human agent when sentiment analysis returns negative or customer requests human.
- DOM Sync (Co-browsing): Embed `rrweb` on the client widget to serialize DOM events. Stream mutation events through Supabase Realtime channel to an `rrweb-player` component inside the agent dashboard.
- PII Masking: Automatically scrub elements with CSS class `.sensitive`, `input[type='password']`, and data attribute `[data-pii]` on the client prior to serialization.

3. FAILURE MODES & EDGE CASES
- High DOM Frequency: Throttle rrweb DOM mutation events to max 10fps to avoid destroying client browser performance.
- Connection Re-establishment: Buffer offline chat messages in browser LocalStorage until WebSocket connection resets.

4. OUT OF SCOPE
- Native peer-to-peer WebRTC video/audio calls.
- Custom TURN/STUN server management.
- HIPAA or SOC2 audit logging frameworks.

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