Jul 10 - Update codes to catch up with the single tenant project (Medium)

CLAUDE.md

@@ -2,7 +2,7 @@
 
 > **Audience:** AI assistants and developers working on this codebase.  
 > **Purpose:** Authoritative reference for architecture, conventions, gotchas, and decisions.  
-> **Last reviewed:** July 2026 (doc-reconciliation pass — verified against code on disk. Adds previously-undocumented phase28 notify-fix, phase29 broadcasts, phase30–32 device registry; `broadcast` + `devices` + `api_devices` blueprints; Broadcast + DeviceRegistration models; corrected MT-8 billing status to DONE; resolved the device-registration collision (rule 84 — removed duplicate `api_devices` blueprint + `DeviceRegistration` model, consolidated on `DeviceToken`). Prior: Phase 19 + mobile API Phases A–E + Phase 22 comment visibility + Phase 23 support chat/tickets + inspector Excel export + inspection list filters + customer issue logging + AI chatbot + dashboard grouped sections + issues/inspections PDF export + Reports R1–R4 + Phase 24 notify defaults + Phase 25 GPS + Phase 26 vendor fields + Phase 27 score alerts + **MT-0 through MT-8 complete; self-service signup; trial enforcement; billing emails; invoice history; superadmin billing controls; per-tenant backup CLI; health dashboard; fail2ban; welcome email; dunning day-3/7/14; ProxyFix middleware; QR occupant issue reporting; issue handler type (phase39); MT-9 iOS pending**)
+> **Last reviewed:** July 2026 (doc-reconciliation pass — verified against code on disk. Adds previously-undocumented phase28 notify-fix, phase29 broadcasts, phase30–32 device registry; `broadcast` + `devices` + `api_devices` blueprints; Broadcast + DeviceRegistration models; corrected MT-8 billing status to DONE; resolved the device-registration collision (rule 84 — removed duplicate `api_devices` blueprint + `DeviceRegistration` model, consolidated on `DeviceToken`). Prior: Phase 19 + mobile API Phases A–E + Phase 22 comment visibility + Phase 23 support chat/tickets + inspector Excel export + inspection list filters + customer issue logging + AI chatbot + dashboard grouped sections + issues/inspections PDF export + Reports R1–R4 + Phase 24 notify defaults + Phase 25 GPS + Phase 26 vendor fields + Phase 27 score alerts + **MT-0 through MT-8 complete; self-service signup; trial enforcement; billing emails; invoice history; superadmin billing controls; per-tenant backup CLI; health dashboard; fail2ban; welcome email; dunning day-3/7/14; ProxyFix middleware; QR occupant issue reporting; issue handler type (phase39); support chat persistence + knowledge base (phase40); MT-9 iOS pending**)
 
 ---
 
@@ -381,6 +381,27 @@ facility_score_alerts: id, facility_id (FK→facilities CASCADE), sent_at DATETI
 
 Records each score-trend alert dispatched for a facility. `send_score_alerts()` queries this table to skip re-alerting a facility within the last 24 hours, preventing notification storms on persistent score drops.
 
+### SupportChatSession / SupportChatMessage (phase40)
+
+```
+support_chat_sessions: id, customer_id (FK→users SET NULL), title VARCHAR(200) nullable,
+                       created_at DATETIME, last_msg_at DATETIME
+
+support_chat_messages: id, session_id (FK→support_chat_sessions CASCADE),
+                       role VARCHAR(20) ('user'/'assistant'), content TEXT, created_at DATETIME
+```
+
+AI chat conversations are now persisted to the DB. `GET /support/chat?session_id=N` loads a prior session's history. The `POST /support/chat/message` endpoint creates a new session (via `flush()`) on first message and persists both turns after the Groq call succeeds; it rolls back if Groq fails (no empty sessions). The session's `title` is auto-set from the first user message (truncated to 100 chars). History is loaded from DB for Groq context (last 40 messages) — the client no longer sends the history array.
+
+### SupportKnowledge (phase40)
+
+```
+support_knowledge: id, title VARCHAR(200), body TEXT, active BOOL DEFAULT TRUE,
+                   created_by (FK→users SET NULL), created_at DATETIME, updated_at DATETIME
+```
+
+Admin-curated knowledge base entries. Active entries are appended to the Groq system prompt via `_system_prompt_with_kb()`, capped at `_KB_MAX_CHARS = 6000`. Managed at `/support/admin/knowledge` (`@supervisor_required`): add, edit, toggle active/inactive, delete. Deactivated entries are preserved but skipped from the system prompt.
+
 ### SupportTicket / SupportTicketReply
 
 ```
@@ -520,7 +541,7 @@ The `DeviceRegistration` model and the duplicate `api_devices` blueprint were **
 | `scheduled_reports` | `/scheduled-reports` | CRUD + manual trigger (accessible via Reports sub-nav) |
 | `inspection_schedules` | `/inspection-schedules` | phase34 — recurring inspection CRUD (`@project_manager_required`) + `POST /run-now` (manual) + `POST /run` (token-protected cron materialiser) |
 | `work_orders` | `/work-orders` | phase36 — **public, login-less** vendor pages: `GET /<token>` (contractor view) + `POST /<token>` (acknowledge/complete). Token is the authorization. Staff dispatch is `POST /issues/<id>/work-order` on the `issues` blueprint (`@project_manager_required`). |
-| `support` | `/support` | `GET /chat`, `POST /chat/message` (AJAX→Groq), `POST /tickets`, `GET /my-tickets`, `GET/POST /my-tickets/<id>`, `GET /admin/tickets`, `GET/POST /admin/tickets/<id>` |
+| `support` | `/support` | `GET /chat` (accepts `?session_id=`), `POST /chat/message` (AJAX→Groq, persists turns, returns `session_id`), `POST /tickets`, `GET /my-tickets`, `GET/POST /my-tickets/<id>`, `GET /my-conversations`, `GET /my-conversations/<id>`, `GET /admin/tickets`, `GET/POST /admin/tickets/<id>`, `GET /admin/conversations`, `GET /admin/conversations/<id>`, `GET /admin/knowledge`, `POST /admin/knowledge/add`, `GET/POST /admin/knowledge/<id>/edit`, `POST /admin/knowledge/<id>/toggle`, `POST /admin/knowledge/<id>/delete` (phase40) |
 | `broadcast` | `/admin/broadcast` | `GET /` (compose + history), `POST /send` — admin-only push to iOS via Notification rows (phase29) |
 | `devices` | `/admin/devices` | `GET /` (registered device list), `POST /notify` — notify users on outdated app versions (reads `api_device_tokens`) |
 | `api` | `/api/v1` | parent blueprint |
@@ -791,7 +812,7 @@ limiter = Limiter(
 
 ## 17. Alembic Migration Chain
 
-**Current HEAD:** `phase38_facility_qr` (36 migrations total).
+**Current HEAD:** `phase40_support_chat_kb` (38 migrations total).
 
 **Chain root:** `0003_add_user_active` — a guarded squashed baseline (MT-2) that recreates the full 25-table schema with INFORMATION_SCHEMA guards. The original baseline migrations (0001/0002/0003) were lost; this file restores the chain root so Alembic can build the revision map. `down_revision = None`.
 
@@ -825,7 +846,22 @@ limiter = Limiter(
                                                                                                       → phase36_issue_work_orders
                                                                                                           → phase37_contract_recipients
                                                                                                               → phase38_facility_qr
-                                                                                                                  → phase39_issue_handler_type ← HEAD
+                                                                                                                  → phase39_issue_handler_type → phase40_support_chat_kb ← HEAD
+```
+
+### phase40_support_chat_kb
+
+Creates three tables backing support chat persistence and the AI knowledge base:
+- `support_chat_sessions` — one row per customer chat thread (`customer_id`, `title`, `created_at`, `last_msg_at`)
+- `support_chat_messages` — individual turns (`session_id` CASCADE, `role` user/assistant, `content`, `created_at`)
+- `support_knowledge` — admin-curated chatbot context entries (`title`, `body`, `active`, `created_by`, `created_at`, `updated_at`)
+
+All three tables guarded with `INFORMATION_SCHEMA` table-existence checks — safe to re-run. `down_revision = 'phase39_issue_handler_type'`.
+
+**Deploy order:**
+```bash
+flask db upgrade
+sudo systemctl restart gunicorn
 ```
 
 ### phase39_issue_handler_type
@@ -1370,6 +1406,8 @@ set -a; . /etc/jqc/control.env; set +a
 | 92 | **`POST /f/<token>/report` creates issues with `reported_by=None` — honeypot protects it** | phase39. The occupant report endpoint shares the same authorization model as rule 91 (token = credential, no login). The honeypot field (`name="website"`, CSS-hidden, `position:absolute;left:-9999px`) silently drops bot submissions by redirecting to the success URL without creating an issue. Rate-limited `5/hr` per IP. The notification fires `notify_by_matrix('issue_created', issue_id=..., facility_id=...)` so admins are notified via the standard matrix. Do not add login gates, photo upload, or internal fields (assignee, comments) to this form — it is intentionally minimal. |
 | 93 | **ProxyFix must wrap `app.wsgi_app` — without it, rate limiting and fail2ban are broken** | `app.wsgi_app = ProxyFix(app.wsgi_app, x_for=1, x_proto=1, x_host=1)` reads `X-Forwarded-For` set by Nginx. Without it, `get_remote_address()` returns `127.0.0.1` for every request — Flask-Limiter shares one counter across all users and fail2ban can never ban an attacker's real IP. Always set in `create_app()` immediately after `app = Flask(__name__)`. |
 | 94 | **`handler_type` NULL and `'internal'` are equivalent** | NULL means the column was not set (pre-phase39 row or unmodified new row); the application treats both as "Janitorial Staff". The dashboard `handler_breakdown['internal']` counter and the `?handler_type=internal` issues-list filter both use `db.or_(Issue.handler_type == 'internal', Issue.handler_type.is_(None))`. Never coerce NULL to 'internal' at the DB layer — the nullable default is intentional for backwards compatibility. |
+| 95 | **Chat history is loaded from DB — never pass client-sent history to Groq** | phase40. `POST /support/chat/message` loads prior turns from `SupportChatMessage` (newest-first, limit 40, reversed). The JSON body sends only `{ message, session_id }` — no history array. This prevents history tampering by clients and ensures accuracy across page reloads. |
+| 96 | **`db.session.flush()` to get session ID before first message insert** | When creating a new `SupportChatSession` in `chat_message()`, call `db.session.flush()` after `db.session.add(chat_session)` to get the autoincrement `id` before constructing `SupportChatMessage` rows. If Groq fails, `db.session.rollback()` undoes the flush — no orphaned empty session is left in the DB. |
 
 ---
 

app/models/support.py

@@ -2,6 +2,60 @@ from app import db
 from app.utils.time_utils import now_eastern
 
 
+class SupportChatSession(db.Model):
+    __tablename__ = 'support_chat_sessions'
+
+    id          = db.Column(db.Integer, primary_key=True)
+    customer_id = db.Column(db.Integer, db.ForeignKey('users.id', ondelete='SET NULL'), nullable=True)
+    title       = db.Column(db.String(200), nullable=True)
+    created_at  = db.Column(db.DateTime, default=now_eastern, nullable=False)
+    last_msg_at = db.Column(db.DateTime, default=now_eastern, nullable=False)
+
+    customer = db.relationship('User', foreign_keys=[customer_id], backref='chat_sessions')
+    messages = db.relationship(
+        'SupportChatMessage', back_populates='session',
+        cascade='all, delete-orphan',
+        order_by='SupportChatMessage.created_at',
+    )
+
+    def __repr__(self):
+        return f'<SupportChatSession {self.id}>'
+
+
+class SupportChatMessage(db.Model):
+    __tablename__ = 'support_chat_messages'
+
+    id         = db.Column(db.Integer, primary_key=True)
+    session_id = db.Column(db.Integer,
+                           db.ForeignKey('support_chat_sessions.id', ondelete='CASCADE'),
+                           nullable=False)
+    role       = db.Column(db.String(20), nullable=False)   # 'user' | 'assistant'
+    content    = db.Column(db.Text, nullable=False)
+    created_at = db.Column(db.DateTime, default=now_eastern, nullable=False)
+
+    session = db.relationship('SupportChatSession', back_populates='messages')
+
+    def __repr__(self):
+        return f'<SupportChatMessage {self.id} [{self.role}]>'
+
+
+class SupportKnowledge(db.Model):
+    __tablename__ = 'support_knowledge'
+
+    id         = db.Column(db.Integer, primary_key=True)
+    title      = db.Column(db.String(200), nullable=False)
+    body       = db.Column(db.Text, nullable=False)
+    active     = db.Column(db.Boolean, default=True, nullable=False)
+    created_by = db.Column(db.Integer, db.ForeignKey('users.id', ondelete='SET NULL'), nullable=True)
+    created_at = db.Column(db.DateTime, default=now_eastern, nullable=False)
+    updated_at = db.Column(db.DateTime, default=now_eastern, nullable=False)
+
+    creator = db.relationship('User', foreign_keys=[created_by])
+
+    def __repr__(self):
+        return f'<SupportKnowledge {self.id} "{self.title[:30]}">'
+
+
 class SupportTicket(db.Model):
     __tablename__ = 'support_tickets'
 

app/routes/support.py

@@ -6,12 +6,14 @@ from flask import (Blueprint, render_template, redirect, url_for,
 from flask_login import login_required, current_user
 
 from app import db
-from app.models.support import SupportTicket, SupportTicketReply
+from app.models.support import (SupportTicket, SupportTicketReply,
+                                 SupportChatSession, SupportChatMessage,
+                                 SupportKnowledge)
 from app.models.user import User
 from app.models.facility import Facility
 from app.utils.decorators import supervisor_required
 from app.utils.scope import get_customer_scope
-from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE
+from app.utils.audit import log_action, ACTION_CREATE, ACTION_UPDATE, ACTION_DELETE
 from app.utils.time_utils import now_eastern
 from app.utils.notifications import notify
 
@@ -41,6 +43,8 @@ cannot resolve through guidance, say so clearly and suggest they click \
 "Submit to Support" to reach the admin team directly.\
 """
 
+_KB_MAX_CHARS = 6000
+
 # Preset FAQ questions shown as quick-reply chips on first load
 FAQS = [
     {'icon': 'bi-clipboard-check',   'text': 'How do I view my inspection reports?'},
@@ -52,6 +56,20 @@ FAQS = [
 ]
 
 
+def _system_prompt_with_kb():
+    """Return the Groq system prompt, appending active knowledge base entries."""
+    try:
+        entries = SupportKnowledge.query.filter_by(active=True).order_by(SupportKnowledge.id).all()
+    except Exception:
+        return _SYSTEM_PROMPT
+    if not entries:
+        return _SYSTEM_PROMPT
+    kb_text = '\n\n'.join(f'[{e.title}]\n{e.body}' for e in entries)
+    if len(kb_text) > _KB_MAX_CHARS:
+        kb_text = kb_text[:_KB_MAX_CHARS] + '\n…(truncated)'
+    return _SYSTEM_PROMPT + '\n\n# Additional Context\n' + kb_text
+
+
 # ── Customer chat page ────────────────────────────────────────────────────────
 
 @bp.route('/chat')
@@ -66,10 +84,24 @@ def chat():
                   .order_by(Facility.name).all()) if cids else []
 
     groq_ready   = bool(os.environ.get('GROQ_API_KEY'))
+    session_id   = request.args.get('session_id', type=int)
+    chat_session = None
+    db_history   = []
+
+    if session_id:
+        chat_session = db.session.get(SupportChatSession, session_id)
+        # Security: only show this customer's own sessions
+        if chat_session and chat_session.customer_id != current_user.id:
+            chat_session = None
+        if chat_session:
+            db_history = list(chat_session.messages)
+
     return render_template('support/chat.html',
                            faqs=FAQS,
                            facilities=facilities,
-                           groq_ready=groq_ready)
+                           groq_ready=groq_ready,
+                           chat_session=chat_session,
+                           db_history=db_history)
 
 
 # ── Groq chat AJAX endpoint ───────────────────────────────────────────────────
@@ -88,21 +120,47 @@ def chat_message():
         )})
 
     data         = request.get_json(silent=True) or {}
-    history      = data.get('messages', [])   # list of {role, content} dicts
     user_message = data.get('message', '').strip()
+    client_sid   = data.get('session_id')
 
     if not user_message:
         return jsonify({'error': 'Empty message'}), 400
 
+    # ── Resolve or create a chat session ──────────────────────────────────
+    chat_session = None
+    if client_sid:
+        try:
+            chat_session = db.session.get(SupportChatSession, int(client_sid))
+        except (TypeError, ValueError):
+            chat_session = None
+        # Security: disallow cross-customer session access
+        if chat_session and chat_session.customer_id != current_user.id:
+            chat_session = None
+
+    if chat_session is None:
+        chat_session = SupportChatSession(
+            customer_id = current_user.id,
+            title       = user_message[:100],
+            created_at  = now_eastern(),
+            last_msg_at = now_eastern(),
+        )
+        db.session.add(chat_session)
+        db.session.flush()   # get autoincrement ID before referencing in messages
+
+    # ── Load prior turns from DB for Groq context ─────────────────────────
+    prior = (SupportChatMessage.query
+             .filter_by(session_id=chat_session.id)
+             .order_by(SupportChatMessage.created_at.desc())
+             .limit(40).all())
+    prior = list(reversed(prior))   # oldest → newest
+
     try:
         from groq import Groq
         client = Groq(api_key=api_key)
 
-        messages = [{'role': 'system', 'content': _SYSTEM_PROMPT}]
+        messages = [{'role': 'system', 'content': _system_prompt_with_kb()}]
-        # Append prior conversation (cap at last 20 turns to control token usage)
+        for m in prior[-20:]:
-        for m in history[-20:]:
+            messages.append({'role': m.role, 'content': m.content})
-            if m.get('role') in ('user', 'assistant') and m.get('content'):
-                messages.append({'role': m['role'], 'content': m['content']})
         messages.append({'role': 'user', 'content': user_message})
 
         model = os.environ.get('GROQ_MODEL', 'llama-3.3-70b-versatile')
@@ -113,16 +171,55 @@ def chat_message():
             temperature=0.5,
         )
         reply = completion.choices[0].message.content.strip()
-        return jsonify({'reply': reply})
+
+        # Persist both turns and update session timestamp
+        now = now_eastern()
+        db.session.add(SupportChatMessage(
+            session_id=chat_session.id, role='user',      content=user_message, created_at=now))
+        db.session.add(SupportChatMessage(
+            session_id=chat_session.id, role='assistant', content=reply,        created_at=now))
+        chat_session.last_msg_at = now
+        db.session.commit()
+
+        return jsonify({'reply': reply, 'session_id': chat_session.id})
 
     except Exception as exc:
         logger.error('SUPPORT | Groq error: %s', exc)
+        db.session.rollback()
         return jsonify({'reply': (
             "I ran into a problem reaching the AI assistant. "
             "Please try again, or use **Submit to Support** to contact our team."
         )})
 
 
+# ── Customer: my chat conversations ──────────────────────────────────────────
+
+@bp.route('/my-conversations')
+@login_required
+def my_conversations():
+    if current_user.role != 'customer':
+        abort(403)
+    sessions = (SupportChatSession.query
+                .filter_by(customer_id=current_user.id)
+                .order_by(SupportChatSession.last_msg_at.desc())
+                .all())
+    return render_template('support/my_conversations.html', sessions=sessions)
+
+
+@bp.route('/my-conversations/<int:session_id>')
+@login_required
+def my_conversation_detail(session_id):
+    if current_user.role != 'customer':
+        abort(403)
+    chat_session = db.session.get(SupportChatSession, session_id)
+    if chat_session is None or chat_session.customer_id != current_user.id:
+        abort(404)
+    return render_template('support/conversation_detail.html',
+                           chat_session=chat_session,
+                           messages=list(chat_session.messages),
+                           is_admin=False)
+
+
 # ── Submit support ticket ─────────────────────────────────────────────────────
 
 @bp.route('/tickets', methods=['POST'])
@@ -242,13 +339,7 @@ def _notify_admins_new_ticket(ticket):
              f'{ticket.body[:300]}{"…" if len(ticket.body) > 300 else ""}')
 
     for admin in admins:
-        notify(
+        notify(recipient=admin, title=title, body=body, link=link, send_email=True)
-            recipient   = admin,
-            title       = title,
-            body        = body,
-            link        = link,
-            send_email  = True,
-        )
     db.session.commit()
 
 
@@ -338,13 +429,7 @@ def _notify_customer_reply(ticket, reply):
              f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
     link  = url_for('support.my_ticket_detail', ticket_id=ticket.id)
 
-    notify(
+    notify(recipient=ticket.customer, title=title, body=body, link=link, send_email=True)
-        recipient  = ticket.customer,
-        title      = title,
-        body       = body,
-        link       = link,
-        send_email = True,
-    )
     db.session.commit()
 
 
@@ -361,11 +446,122 @@ def _notify_admins_customer_reply(ticket, reply):
              f'{reply.body[:400]}{"…" if len(reply.body) > 400 else ""}')
 
     for admin in admins:
-        notify(
+        notify(recipient=admin, title=title, body=body, link=link, send_email=True)
-            recipient  = admin,
+    db.session.commit()
+
+
+# ── Admin: AI conversations list ──────────────────────────────────────────────
+
+@bp.route('/admin/conversations')
+@login_required
+@supervisor_required
+def admin_conversations():
+    page     = request.args.get('page', 1, type=int)
+    sessions = (SupportChatSession.query
+                .order_by(SupportChatSession.last_msg_at.desc())
+                .paginate(page=page, per_page=25, error_out=False))
+    return render_template('support/admin_conversations.html', sessions=sessions)
+
+
+@bp.route('/admin/conversations/<int:session_id>')
+@login_required
+@supervisor_required
+def admin_conversation_detail(session_id):
+    chat_session = db.session.get(SupportChatSession, session_id)
+    if chat_session is None:
+        abort(404)
+    return render_template('support/conversation_detail.html',
+                           chat_session=chat_session,
+                           messages=list(chat_session.messages),
+                           is_admin=True)
+
+
+# ── Admin: knowledge base ─────────────────────────────────────────────────────
+
+@bp.route('/admin/knowledge')
+@login_required
+@supervisor_required
+def admin_knowledge():
+    entries = SupportKnowledge.query.order_by(SupportKnowledge.created_at.desc()).all()
+    return render_template('support/admin_knowledge.html', entries=entries)
+
+
+@bp.route('/admin/knowledge/add', methods=['POST'])
+@login_required
+@supervisor_required
+def admin_knowledge_add():
+    title = request.form.get('title', '').strip()
+    body  = request.form.get('body',  '').strip()
+    if not title or not body:
+        flash('Title and body are both required.', 'warning')
+        return redirect(url_for('support.admin_knowledge'))
+
+    entry = SupportKnowledge(
         title      = title,
         body       = body,
-            link       = link,
+        active     = True,
-            send_email = True,
+        created_by = current_user.id,
+        created_at = now_eastern(),
+        updated_at = now_eastern(),
     )
+    db.session.add(entry)
     db.session.commit()
+    log_action(ACTION_CREATE, 'SupportKnowledge', entry.id, title[:60], '')
+    flash('Knowledge entry added.', 'success')
+    return redirect(url_for('support.admin_knowledge'))
+
+
+@bp.route('/admin/knowledge/<int:entry_id>/edit', methods=['GET', 'POST'])
+@login_required
+@supervisor_required
+def admin_knowledge_edit(entry_id):
+    entry = db.session.get(SupportKnowledge, entry_id)
+    if entry is None:
+        abort(404)
+
+    if request.method == 'POST':
+        title = request.form.get('title', '').strip()
+        body  = request.form.get('body',  '').strip()
+        if not title or not body:
+            flash('Title and body are both required.', 'warning')
+            return redirect(url_for('support.admin_knowledge_edit', entry_id=entry_id))
+        entry.title      = title
+        entry.body       = body
+        entry.updated_at = now_eastern()
+        db.session.commit()
+        log_action(ACTION_UPDATE, 'SupportKnowledge', entry.id, title[:60], 'edited')
+        flash('Knowledge entry updated.', 'success')
+        return redirect(url_for('support.admin_knowledge'))
+
+    return render_template('support/admin_knowledge_edit.html', entry=entry)
+
+
+@bp.route('/admin/knowledge/<int:entry_id>/toggle', methods=['POST'])
+@login_required
+@supervisor_required
+def admin_knowledge_toggle(entry_id):
+    entry = db.session.get(SupportKnowledge, entry_id)
+    if entry is None:
+        abort(404)
+    entry.active     = not entry.active
+    entry.updated_at = now_eastern()
+    db.session.commit()
+    log_action(ACTION_UPDATE, 'SupportKnowledge', entry.id, entry.title[:60],
+               f'active={entry.active}')
+    flash(f'Entry {"activated" if entry.active else "deactivated"}.', 'success')
+    return redirect(url_for('support.admin_knowledge'))
+
+
+@bp.route('/admin/knowledge/<int:entry_id>/delete', methods=['POST'])
+@login_required
+@supervisor_required
+def admin_knowledge_delete(entry_id):
+    entry = db.session.get(SupportKnowledge, entry_id)
+    if entry is None:
+        abort(404)
+    label = entry.title[:60]
+    db.session.delete(entry)
+    db.session.commit()
+    log_action(ACTION_DELETE, 'SupportKnowledge', entry_id, label, '')
+    flash('Knowledge entry deleted.', 'success')
+    return redirect(url_for('support.admin_knowledge'))

app/templates/support/admin_conversations.html

@@ -0,0 +1,83 @@
+{% extends "base.html" %}
+{% block title %}AI Chat Conversations{% endblock %}
+
+{% block content %}
+<div class="d-flex justify-content-between align-items-center mb-3">
+  <div>
+    <h4 class="mb-0"><i class="bi bi-chat-dots me-2 text-primary"></i>AI Chat Conversations</h4>
+    <small class="text-muted">{{ sessions.total }} conversation{{ 's' if sessions.total != 1 }}</small>
+  </div>
+  <div>
+    <a href="{{ url_for('support.admin_tickets') }}" class="btn btn-outline-secondary btn-sm me-1">
+      <i class="bi bi-inbox me-1"></i>Tickets
+    </a>
+    <a href="{{ url_for('support.admin_knowledge') }}" class="btn btn-outline-secondary btn-sm">
+      <i class="bi bi-book me-1"></i>Knowledge Base
+    </a>
+  </div>
+</div>
+
+{% if sessions.items %}
+<div class="card shadow-sm">
+  <div class="table-responsive">
+    <table class="table table-hover mb-0 align-middle">
+      <thead class="table-light">
+        <tr>
+          <th>#</th>
+          <th>Customer</th>
+          <th>Topic</th>
+          <th>Messages</th>
+          <th>Last Activity</th>
+          <th></th>
+        </tr>
+      </thead>
+      <tbody>
+        {% for s in sessions.items %}
+        <tr>
+          <td class="text-muted small">{{ s.id }}</td>
+          <td>{{ s.customer.display_name if s.customer else '<em class="text-muted">deleted</em>' | safe }}</td>
+          <td>{{ (s.title or '—')[:80] }}</td>
+          <td class="text-muted small">{{ s.messages | length }}</td>
+          <td class="text-muted small text-nowrap">{{ s.last_msg_at.strftime('%b %d, %Y %I:%M %p') }}</td>
+          <td>
+            <a href="{{ url_for('support.admin_conversation_detail', session_id=s.id) }}"
+               class="btn btn-sm btn-outline-primary">
+              <i class="bi bi-eye me-1"></i>View
+            </a>
+          </td>
+        </tr>
+        {% endfor %}
+      </tbody>
+    </table>
+  </div>
+</div>
+
+{% if sessions.pages > 1 %}
+<nav class="mt-3">
+  <ul class="pagination justify-content-center mb-0">
+    <li class="page-item {% if not sessions.has_prev %}disabled{% endif %}">
+      <a class="page-link" href="{{ url_for('support.admin_conversations', page=sessions.prev_num) }}">&laquo; Prev</a>
+    </li>
+    {% for p in sessions.iter_pages(left_edge=1, right_edge=1, left_current=2, right_current=2) %}
+      {% if p %}
+      <li class="page-item {% if p == sessions.page %}active{% endif %}">
+        <a class="page-link" href="{{ url_for('support.admin_conversations', page=p) }}">{{ p }}</a>
+      </li>
+      {% else %}
+      <li class="page-item disabled"><span class="page-link">…</span></li>
+      {% endif %}
+    {% endfor %}
+    <li class="page-item {% if not sessions.has_next %}disabled{% endif %}">
+      <a class="page-link" href="{{ url_for('support.admin_conversations', page=sessions.next_num) }}">Next &raquo;</a>
+    </li>
+  </ul>
+</nav>
+{% endif %}
+
+{% else %}
+<div class="text-center text-muted py-5">
+  <i class="bi bi-chat-dots fs-1 d-block mb-2"></i>
+  No AI chat conversations yet.
+</div>
+{% endif %}
+{% endblock %}

app/templates/support/admin_knowledge.html

@@ -0,0 +1,104 @@
+{% extends "base.html" %}
+{% block title %}Support Knowledge Base{% endblock %}
+
+{% block content %}
+<div class="d-flex justify-content-between align-items-center mb-3">
+  <div>
+    <h4 class="mb-0"><i class="bi bi-book me-2 text-primary"></i>Support Knowledge Base</h4>
+    <small class="text-muted">Active entries are injected into the AI chatbot system prompt</small>
+  </div>
+  <div>
+    <a href="{{ url_for('support.admin_tickets') }}" class="btn btn-outline-secondary btn-sm me-1">
+      <i class="bi bi-inbox me-1"></i>Tickets
+    </a>
+    <a href="{{ url_for('support.admin_conversations') }}" class="btn btn-outline-secondary btn-sm">
+      <i class="bi bi-chat-dots me-1"></i>Conversations
+    </a>
+  </div>
+</div>
+
+{# Add new entry form #}
+<div class="card shadow-sm mb-4">
+  <div class="card-header fw-semibold"><i class="bi bi-plus-circle me-2"></i>Add Knowledge Entry</div>
+  <div class="card-body">
+    <form method="post" action="{{ url_for('support.admin_knowledge_add') }}">
+      <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+      <div class="mb-3">
+        <label class="form-label fw-semibold">Title <span class="text-danger">*</span></label>
+        <input type="text" name="title" class="form-control" maxlength="200" required
+               placeholder="e.g. Contract Hours, Emergency Contacts, Service Scope">
+      </div>
+      <div class="mb-3">
+        <label class="form-label fw-semibold">Content <span class="text-danger">*</span></label>
+        <textarea name="body" class="form-control" rows="4" required
+                  placeholder="Add facts, FAQs, or instructions the AI should know about this customer's account…"></textarea>
+        <div class="form-text">Keep entries focused and factual. Combined active entries are capped at 6,000 characters.</div>
+      </div>
+      <button type="submit" class="btn btn-primary btn-sm">
+        <i class="bi bi-plus me-1"></i>Add Entry
+      </button>
+    </form>
+  </div>
+</div>
+
+{# Entry list #}
+{% if entries %}
+<div class="card shadow-sm">
+  <div class="card-header fw-semibold">
+    {{ entries | length }} entr{{ 'ies' if entries | length != 1 else 'y' }}
+    ({{ entries | selectattr('active') | list | length }} active)
+  </div>
+  <div class="list-group list-group-flush">
+    {% for entry in entries %}
+    <div class="list-group-item">
+      <div class="d-flex justify-content-between align-items-start">
+        <div class="flex-grow-1 me-3">
+          <div class="d-flex align-items-center gap-2 mb-1">
+            <span class="fw-semibold">{{ entry.title }}</span>
+            {% if entry.active %}
+            <span class="badge bg-success">Active</span>
+            {% else %}
+            <span class="badge bg-secondary">Inactive</span>
+            {% endif %}
+          </div>
+          <p class="mb-1 text-muted small" style="white-space:pre-wrap;">{{ entry.body[:300] }}{% if entry.body | length > 300 %}…{% endif %}</p>
+          <div class="text-muted" style="font-size:.75rem;">
+            Added {{ entry.created_at.strftime('%b %d, %Y') }}
+            {% if entry.creator %} by {{ entry.creator.display_name }}{% endif %}
+            {% if entry.updated_at != entry.created_at %}
+            · Updated {{ entry.updated_at.strftime('%b %d, %Y') }}
+            {% endif %}
+          </div>
+        </div>
+        <div class="d-flex gap-1 flex-shrink-0">
+          <a href="{{ url_for('support.admin_knowledge_edit', entry_id=entry.id) }}"
+             class="btn btn-sm btn-outline-secondary">
+            <i class="bi bi-pencil"></i>
+          </a>
+          <form method="post" action="{{ url_for('support.admin_knowledge_toggle', entry_id=entry.id) }}">
+            <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+            <button type="submit" class="btn btn-sm {{ 'btn-outline-warning' if entry.active else 'btn-outline-success' }}"
+                    title="{{ 'Deactivate' if entry.active else 'Activate' }}">
+              <i class="bi bi-{{ 'pause' if entry.active else 'play' }}"></i>
+            </button>
+          </form>
+          <form method="post" action="{{ url_for('support.admin_knowledge_delete', entry_id=entry.id) }}"
+                onsubmit="return confirm('Delete this knowledge entry? The AI will no longer have this context.');">
+            <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+            <button type="submit" class="btn btn-sm btn-outline-danger" title="Delete">
+              <i class="bi bi-trash"></i>
+            </button>
+          </form>
+        </div>
+      </div>
+    </div>
+    {% endfor %}
+  </div>
+</div>
+{% else %}
+<div class="text-center text-muted py-5">
+  <i class="bi bi-book fs-1 d-block mb-2"></i>
+  No knowledge entries yet. Add context above to improve the AI assistant's answers.
+</div>
+{% endif %}
+{% endblock %}

app/templates/support/admin_knowledge_edit.html

@@ -0,0 +1,35 @@
+{% extends "base.html" %}
+{% block title %}Edit Knowledge Entry{% endblock %}
+
+{% block content %}
+<div class="mb-3">
+  <a href="{{ url_for('support.admin_knowledge') }}" class="btn btn-sm btn-outline-secondary">
+    <i class="bi bi-arrow-left me-1"></i>Knowledge Base
+  </a>
+</div>
+
+<div class="card shadow-sm" style="max-width:700px;">
+  <div class="card-header fw-semibold"><i class="bi bi-pencil me-2"></i>Edit Knowledge Entry</div>
+  <div class="card-body">
+    <form method="post">
+      <input type="hidden" name="csrf_token" value="{{ csrf_token() }}">
+      <div class="mb-3">
+        <label class="form-label fw-semibold">Title <span class="text-danger">*</span></label>
+        <input type="text" name="title" class="form-control" maxlength="200" required
+               value="{{ entry.title }}">
+      </div>
+      <div class="mb-3">
+        <label class="form-label fw-semibold">Content <span class="text-danger">*</span></label>
+        <textarea name="body" class="form-control" rows="8" required>{{ entry.body }}</textarea>
+        <div class="form-text">Combined active entries are capped at 6,000 characters in the AI prompt.</div>
+      </div>
+      <div class="d-flex gap-2">
+        <button type="submit" class="btn btn-primary">
+          <i class="bi bi-check-lg me-1"></i>Save Changes
+        </button>
+        <a href="{{ url_for('support.admin_knowledge') }}" class="btn btn-outline-secondary">Cancel</a>
+      </div>
+    </form>
+  </div>
+</div>
+{% endblock %}

app/templates/support/admin_tickets.html

@@ -7,6 +7,14 @@
     <h4 class="mb-0"><i class="bi bi-inbox me-2 text-primary"></i>Customer Support Tickets</h4>
     <small class="text-muted">{{ tickets.total }} ticket{{ 's' if tickets.total != 1 }}</small>
   </div>
+  <div class="d-flex gap-2">
+    <a href="{{ url_for('support.admin_conversations') }}" class="btn btn-outline-secondary btn-sm">
+      <i class="bi bi-chat-dots me-1"></i>AI Conversations
+    </a>
+    <a href="{{ url_for('support.admin_knowledge') }}" class="btn btn-outline-secondary btn-sm">
+      <i class="bi bi-book me-1"></i>Knowledge Base
+    </a>
+  </div>
 </div>
 
 {# Status filter tabs #}

app/templates/support/chat.html

@@ -42,20 +42,33 @@
     <div class="d-flex justify-content-between align-items-center mb-3">
       <div>
         <h4 class="mb-0"><i class="bi bi-chat-dots me-2 text-primary"></i>JQC Support Chat</h4>
-        <small class="text-muted">Ask a question or browse common topics below</small>
+        <small class="text-muted">
+          {% if chat_session %}
+            Conversation from {{ chat_session.created_at.strftime('%b %d, %Y') }}
+            · <a href="{{ url_for('support.chat') }}">New Chat</a>
+          {% else %}
+            Ask a question or browse common topics below
+          {% endif %}
+        </small>
       </div>
+      <div class="d-flex gap-2">
+        <a href="{{ url_for('support.my_conversations') }}" class="btn btn-outline-secondary btn-sm">
+          <i class="bi bi-clock-history me-1"></i>History
+        </a>
         <button class="btn btn-outline-danger btn-sm" data-bs-toggle="modal" data-bs-target="#submitModal">
           <i class="bi bi-envelope me-1"></i>Submit to Support
         </button>
       </div>
+    </div>
 
     {# ── Chat card ── #}
     <div class="card shadow-sm">
       {# Message window #}
       <div id="chat-window"></div>
 
-      {# FAQ quick-reply chips #}
+      {# FAQ quick-reply chips — hidden when viewing a prior session #}
-      <div id="faq-section" class="px-3 pt-2 pb-1 border-top bg-white">
+      <div id="faq-section" class="px-3 pt-2 pb-1 border-top bg-white"
+           {% if db_history %}style="display:none;"{% endif %}>
         <p class="small text-muted mb-2"><i class="bi bi-lightning-charge me-1"></i>Common questions:</p>
         <div class="d-flex flex-wrap gap-2 mb-2">
           {% for faq in faqs %}
@@ -114,7 +127,7 @@
         <div class="modal-body">
           <div class="mb-3">
             <label class="form-label fw-semibold">Subject <span class="text-danger">*</span></label>
-            <input type="text" name="subject" class="form-control" required maxlength="200"
+            <input type="text" name="subject" id="ticketSubject" class="form-control" required maxlength="200"
                    placeholder="Briefly describe your issue">
           </div>
           {% if facilities %}
@@ -156,14 +169,23 @@
   const faqSection = document.getElementById('faq-section');
   const CSRF_TOKEN = '{{ csrf_token() }}';
 
-  // In-memory conversation history sent to the server with each message
+  // Persisted session ID — returned by the server on first message, sent on all subsequent ones
-  let history = [];
+  let session_id = {{ (chat_session.id if chat_session else none) | tojson }};
 
-  // ── Greeting on page load ──────────────────────────────────────────────
+  // Last user message — used to pre-fill the support ticket subject
+  let last_user_msg = '';
+
+  // ── Render DB history on page load ────────────────────────────────────
   var userName = {{ current_user.display_name | tojson }};
+  {% if db_history %}
+    {% for msg in db_history %}
+    appendMessage({{ msg.role | tojson }}, {{ msg.content | tojson }});
+    {% endfor %}
+  {% else %}
     appendMessage('ai', "👋 Hi " + userName + "! I'm your JQC support assistant. " +
       "I can help you with inspections, issues, reports, and more. " +
       "Click a question below or type your own.");
+  {% endif %}
 
   // ── Append a message bubble ────────────────────────────────────────────
   function appendMessage(role, text) {
@@ -198,15 +220,16 @@
     if (el) el.remove();
   }
 
-  // ── Send message to Groq ───────────────────────────────────────────────
+  // ── Send message to server ─────────────────────────────────────────────
   function sendMessage(text) {
     if (!text.trim()) return;
 
+    last_user_msg = text;
+
     // Hide FAQ chips after first interaction
     if (faqSection) faqSection.style.display = 'none';
 
     appendMessage('user', text);
-    history.push({ role: 'user', content: text });
 
     chatInput.value    = '';
     chatInput.disabled = true;
@@ -219,14 +242,16 @@
         'Content-Type': 'application/json',
         'X-CSRFToken': CSRF_TOKEN,
       },
-      body: JSON.stringify({ message: text, messages: history }),
+      body: JSON.stringify({ message: text, session_id: session_id }),
     })
     .then(function (r) { return r.json(); })
     .then(function (data) {
       hideTyping();
+      // Store session_id returned by the server for subsequent messages
+      if (data.session_id) session_id = data.session_id;
+
       const reply = data.reply || 'Sorry, I could not process your request.';
       appendMessage('ai', reply);
-      history.push({ role: 'assistant', content: reply });
 
       // Suggest escalation if the AI hints it can't help
       const lower = reply.toLowerCase();
@@ -268,10 +293,9 @@
 
   // ── Pre-fill modal subject from last user message ──────────────────────
   document.getElementById('submitModal').addEventListener('show.bs.modal', function () {
-    const subjectInput = this.querySelector('[name="subject"]');
+    const subjectInput = document.getElementById('ticketSubject');
-    if (subjectInput && !subjectInput.value && history.length) {
+    if (subjectInput && !subjectInput.value && last_user_msg) {
-      const lastUser = [...history].reverse().find(function (m) { return m.role === 'user'; });
+      subjectInput.value = last_user_msg.slice(0, 200);
-      if (lastUser) subjectInput.value = lastUser.content.slice(0, 200);
     }
   });
 }());

app/templates/support/conversation_detail.html

@@ -0,0 +1,78 @@
+{% extends "base.html" %}
+{% block title %}Conversation #{{ chat_session.id }}{% endblock %}
+
+{% block extra_css %}
+<style>
+  .msg-bubble {
+    max-width: 80%;
+    padding: .6rem .9rem;
+    border-radius: 1rem;
+    font-size: .9rem;
+    line-height: 1.5;
+    white-space: pre-wrap;
+    word-break: break-word;
+  }
+  .msg-user { background:#0d6efd; color:#fff; border-bottom-right-radius:.25rem; align-self:flex-end; }
+  .msg-ai   { background:#f8f9fa; border:1px solid #dee2e6; border-bottom-left-radius:.25rem; align-self:flex-start; }
+  .msg-row  { display:flex; flex-direction:column; gap:.75rem; }
+</style>
+{% endblock %}
+
+{% block content %}
+<div class="mb-3">
+  {% if is_admin %}
+  <a href="{{ url_for('support.admin_conversations') }}" class="btn btn-sm btn-outline-secondary">
+    <i class="bi bi-arrow-left me-1"></i>All Conversations
+  </a>
+  {% else %}
+  <a href="{{ url_for('support.my_conversations') }}" class="btn btn-sm btn-outline-secondary">
+    <i class="bi bi-arrow-left me-1"></i>My Conversations
+  </a>
+  {% endif %}
+</div>
+
+<div class="row g-4">
+  <div class="col-lg-8">
+    <div class="card shadow-sm">
+      <div class="card-header d-flex justify-content-between align-items-center">
+        <strong>{{ chat_session.title or 'Conversation #' ~ chat_session.id }}</strong>
+        <small class="text-muted">{{ messages | length }} messages</small>
+      </div>
+      <div class="card-body">
+        {% if messages %}
+        <div class="msg-row">
+          {% for msg in messages %}
+          <div class="msg-bubble msg-{{ msg.role }}">
+            {{ msg.content }}
+          </div>
+          {% endfor %}
+        </div>
+        {% else %}
+        <div class="text-muted text-center py-3">No messages in this conversation.</div>
+        {% endif %}
+      </div>
+    </div>
+  </div>
+
+  <div class="col-lg-4">
+    <div class="card shadow-sm">
+      <div class="card-header"><i class="bi bi-info-circle me-2"></i>Details</div>
+      <div class="card-body small">
+        {% if is_admin and chat_session.customer %}
+        <p class="mb-1"><strong>Customer:</strong> {{ chat_session.customer.display_name }}</p>
+        <p class="mb-2 text-muted">{{ chat_session.customer.email }}</p>
+        <hr class="my-2">
+        {% endif %}
+        <p class="mb-1"><strong>Started:</strong> {{ chat_session.created_at.strftime('%b %d, %Y %I:%M %p') }}</p>
+        <p class="mb-2"><strong>Last message:</strong> {{ chat_session.last_msg_at.strftime('%b %d, %Y %I:%M %p') }}</p>
+        {% if not is_admin %}
+        <a href="{{ url_for('support.chat', session_id=chat_session.id) }}"
+           class="btn btn-primary btn-sm w-100 mt-2">
+          <i class="bi bi-chat me-1"></i>Continue This Chat
+        </a>
+        {% endif %}
+      </div>
+    </div>
+  </div>
+</div>
+{% endblock %}

app/templates/support/my_conversations.html

@@ -0,0 +1,60 @@
+{% extends "base.html" %}
+{% block title %}My Chat History{% endblock %}
+
+{% block content %}
+<div class="d-flex justify-content-between align-items-center mb-3">
+  <div>
+    <h4 class="mb-0"><i class="bi bi-clock-history me-2 text-primary"></i>My Chat History</h4>
+    <small class="text-muted">{{ sessions|length }} conversation{{ 's' if sessions|length != 1 }}</small>
+  </div>
+  <a href="{{ url_for('support.chat') }}" class="btn btn-primary btn-sm">
+    <i class="bi bi-plus-circle me-1"></i>New Chat
+  </a>
+</div>
+
+{% if sessions %}
+<div class="card shadow-sm">
+  <div class="table-responsive">
+    <table class="table table-hover mb-0 align-middle">
+      <thead class="table-light">
+        <tr>
+          <th>Topic</th>
+          <th>Last Activity</th>
+          <th>Messages</th>
+          <th></th>
+        </tr>
+      </thead>
+      <tbody>
+        {% for s in sessions %}
+        <tr>
+          <td>
+            <span class="fw-semibold">{{ s.title or 'Conversation' }}</span>
+          </td>
+          <td class="text-muted small text-nowrap">
+            {{ s.last_msg_at.strftime('%b %d, %Y %I:%M %p') }}
+          </td>
+          <td class="text-muted small">{{ s.messages | length }}</td>
+          <td class="text-nowrap">
+            <a href="{{ url_for('support.my_conversation_detail', session_id=s.id) }}"
+               class="btn btn-sm btn-outline-secondary me-1">
+              <i class="bi bi-eye me-1"></i>View
+            </a>
+            <a href="{{ url_for('support.chat', session_id=s.id) }}"
+               class="btn btn-sm btn-outline-primary">
+              <i class="bi bi-chat me-1"></i>Continue
+            </a>
+          </td>
+        </tr>
+        {% endfor %}
+      </tbody>
+    </table>
+  </div>
+</div>
+{% else %}
+<div class="text-center text-muted py-5">
+  <i class="bi bi-chat-dots fs-1 d-block mb-2"></i>
+  No conversations yet.
+  <a href="{{ url_for('support.chat') }}">Start a chat</a> with our AI assistant.
+</div>
+{% endif %}
+{% endblock %}

app/templates/support/my_tickets.html

@@ -7,9 +7,14 @@
     <h4 class="mb-0"><i class="bi bi-inbox me-2 text-primary"></i>My Support Requests</h4>
     <small class="text-muted">{{ tickets | length }} request{{ 's' if tickets | length != 1 }}</small>
   </div>
-  <a href="{{ url_for('support.chat') }}" class="btn btn-outline-primary btn-sm">
+  <div class="d-flex gap-2">
-    <i class="bi bi-chat-dots me-1"></i>New Chat / Ask a Question
+    <a href="{{ url_for('support.my_conversations') }}" class="btn btn-outline-secondary btn-sm">
+      <i class="bi bi-clock-history me-1"></i>Chat History
     </a>
+    <a href="{{ url_for('support.chat') }}" class="btn btn-outline-primary btn-sm">
+      <i class="bi bi-chat-dots me-1"></i>New Chat
+    </a>
+  </div>
 </div>
 
 {% if tickets %}

migrations/versions/phase40_support_chat_kb.py

@@ -0,0 +1,62 @@
+"""Add support_chat_sessions, support_chat_messages, support_knowledge (phase40)."""
+from alembic import op
+import sqlalchemy as sa
+
+revision      = 'phase40_support_chat_kb'
+down_revision = 'phase39_issue_handler_type'
+branch_labels = None
+depends_on    = None
+
+
+def _table_exists(conn, table):
+    row = conn.execute(sa.text("""
+        SELECT COUNT(*) FROM INFORMATION_SCHEMA.TABLES
+        WHERE TABLE_SCHEMA = DATABASE() AND TABLE_NAME = :t
+    """), {'t': table}).scalar()
+    return bool(row)
+
+
+def upgrade():
+    conn = op.get_bind()
+
+    if not _table_exists(conn, 'support_chat_sessions'):
+        op.create_table(
+            'support_chat_sessions',
+            sa.Column('id',          sa.Integer, primary_key=True, autoincrement=True),
+            sa.Column('customer_id', sa.Integer,
+                      sa.ForeignKey('users.id', ondelete='SET NULL'), nullable=True),
+            sa.Column('title',       sa.String(200), nullable=True),
+            sa.Column('created_at',  sa.DateTime, nullable=False),
+            sa.Column('last_msg_at', sa.DateTime, nullable=False),
+        )
+
+    if not _table_exists(conn, 'support_chat_messages'):
+        op.create_table(
+            'support_chat_messages',
+            sa.Column('id',         sa.Integer, primary_key=True, autoincrement=True),
+            sa.Column('session_id', sa.Integer,
+                      sa.ForeignKey('support_chat_sessions.id', ondelete='CASCADE'),
+                      nullable=False),
+            sa.Column('role',       sa.String(20), nullable=False),
+            sa.Column('content',    sa.Text, nullable=False),
+            sa.Column('created_at', sa.DateTime, nullable=False),
+        )
+
+    if not _table_exists(conn, 'support_knowledge'):
+        op.create_table(
+            'support_knowledge',
+            sa.Column('id',         sa.Integer, primary_key=True, autoincrement=True),
+            sa.Column('title',      sa.String(200), nullable=False),
+            sa.Column('body',       sa.Text, nullable=False),
+            sa.Column('active',     sa.Boolean, nullable=False, server_default='1'),
+            sa.Column('created_by', sa.Integer,
+                      sa.ForeignKey('users.id', ondelete='SET NULL'), nullable=True),
+            sa.Column('created_at', sa.DateTime, nullable=False),
+            sa.Column('updated_at', sa.DateTime, nullable=False),
+        )
+
+
+def downgrade():
+    op.drop_table('support_knowledge')
+    op.drop_table('support_chat_messages')
+    op.drop_table('support_chat_sessions')