fix(intake): route web leads and cases, flag web duplicates (runAs: 'system')

.changeset/2014-web-intake-hooks.md

@@ -0,0 +1,5 @@
+---
+'hotcrm': patch
+---
+
+Submissions from the public Web-to-Lead (Contact Us) and Web-to-Case (Support) forms are now routed like every other incoming lead and case: a web lead goes to the sales rep with the fewest open leads, and its new-lead alert reaches that rep; a web case goes to the service agent with the fewest open cases, instead of waiting in Unassigned — triage while agents are on the rota. A web enquiry from an address already in the CRM is now flagged as a suspected duplicate, and a sales rep's new lead is now flagged when it repeats a colleague's contact or lead the rep cannot see. The visitor who fills in a public form is still told only that the submission was received — never who it went to, or whether the address was already known.

content/docs/administration/setup.mdx

@@ -113,7 +113,7 @@ Adjust if your support promise differs — the sixteen numbers live in `src/serv
 
 ### 12. Case routing — nothing to configure
 
-**There is no Setup → Case Settings screen**, and there are no routing rules to write. An ownerless case — a web-to-case submission is the usual way one arrives — is assigned on insert by `case_auto_assign` (`src/service/objects/_case-assignment.ts`): it goes to whichever holder of the `service_agent` position has the **fewest open cases**, counting every case whose status is neither *Resolved* nor *Closed*. It is the same self-balancing round-robin leads get: least-loaded wins, not a rotation and not a rule matching product, region or origin; there is no territory routing and no queue. It runs **on insert only**, and only on a case that arrives with no owner — it never takes a case off an owner later, and it never fires on a case an agent creates, because the platform has already stamped that agent as the owner by the time the hook runs. It never blocks intake either: when the pool cannot be read at all — which is what the anonymous web-to-case form hits — the case is still captured, just ownerless. And if nobody holds `service_agent` the hook does nothing, so the case stays ownerless and waits in the **Unassigned — triage** tab on [Cases](/docs/service/cases). That tab is this hook's do-nothing path made visible, which makes staffing the position a behaviour change in itself: new cases stop arriving ownerless, and stop appearing there. **This is not the escalation hand-off**, which is a different pool at a different moment — that one rides on the transition to *Escalated* and moves the case to the least-loaded holder of `service_manager` (see [SLA & escalation](/docs/service/sla-and-escalation)).
+**There is no Setup → Case Settings screen**, and there are no routing rules to write. An ownerless case — a web-to-case submission is the usual way one arrives — is assigned on insert by `case_auto_assign` (`src/service/objects/_case-assignment.ts`): it goes to whichever holder of the `service_agent` position has the **fewest open cases**, counting every case whose status is neither *Resolved* nor *Closed*. It is the same self-balancing round-robin leads get: least-loaded wins, not a rotation and not a rule matching product, region or origin; there is no territory routing and no queue. It runs **on insert only**, and only on a case that arrives with no owner — it never takes a case off an owner later, and it never fires on a case an agent creates, because the platform has already stamped that agent as the owner by the time the hook runs. It never blocks intake either: if the pool cannot be read, the case is still captured, just ownerless. A case from the anonymous web-to-case form is routed like any other — the visitor is only told the case was received, never who it went to. And if nobody holds `service_agent` the hook does nothing, so the case stays ownerless and waits in the **Unassigned — triage** tab on [Cases](/docs/service/cases). That tab is this hook's do-nothing path made visible, which makes staffing the position a behaviour change in itself: new cases stop arriving ownerless, and stop appearing there. **This is not the escalation hand-off**, which is a different pool at a different moment — that one rides on the transition to *Escalated* and moves the case to the least-loaded holder of `service_manager` (see [SLA & escalation](/docs/service/sla-and-escalation)).
 
 - [ ] Assign the `service_agent` position to every agent who should receive intake — that pool *is* the routing table
 - [ ] While nobody holds it, watch the **Unassigned — triage** tab on Cases: it lists exactly the cases this hook could not place

content/docs/administration/setup.zh-Hans.mdx

@@ -113,7 +113,7 @@ description: 让 HotCRM 为你的团队做好生产准备的第一周任务。
 
 ### 12. 工单路由 —— 没有需要配置的东西
 
-**不存在“系统设置 → 工单设置”这个屏幕**，也没有任何路由规则可写。一张无所有者的工单 —— 最常见的来路是网页转工单（web-to-case）提交 —— 会在插入时由 `case_auto_assign`（`src/service/objects/_case-assignment.ts`）分配：交给持有 `service_agent` 岗位的人中**未结工单最少**的那一位，这里的“未结”指状态既不是 *Resolved* 也不是 *Closed*。这和线索那一侧是同一种自平衡轮询：比的是谁负载最轻，而不是按次序轮换，也不是按产品、区域或来源匹配的规则；没有区域路由，也没有队列。它**只在插入时运行**，而且只处理到达时就没有所有者的工单 —— 它不会在之后把工单从某个人手里拿走，也不会在客服自己新建工单时触发，因为钩子跑起来之前平台已经把创建者盖成了所有者。它也从不阻断工单进入：当人员池根本读不到时（匿名网页转工单表单就是这种情形），工单照样被记录下来，只是无主。而如果没有人持有 `service_agent`，这个钩子什么也不做，工单就一直无主，停在[工单](/zh-Hans/docs/service/cases)页面的 **未分派 — 待分诊** 页签里。那个页签正是这个钩子“什么也不做”这条路径的可见化，所以给这个岗位配上人本身就是一次行为变化：新工单不再无主到达，也不再出现在那里。**这不是升级交接**：那是另一个人员池、另一个时机 —— 它挂在转为 *Escalated* 的状态迁移上，把工单交给持有 `service_manager` 岗位的人中负载最轻的那一位（参见 [SLA 与升级](/zh-Hans/docs/service/sla-and-escalation)）。
+**不存在“系统设置 → 工单设置”这个屏幕**，也没有任何路由规则可写。一张无所有者的工单 —— 最常见的来路是网页转工单（web-to-case）提交 —— 会在插入时由 `case_auto_assign`（`src/service/objects/_case-assignment.ts`）分配：交给持有 `service_agent` 岗位的人中**未结工单最少**的那一位，这里的“未结”指状态既不是 *Resolved* 也不是 *Closed*。这和线索那一侧是同一种自平衡轮询：比的是谁负载最轻，而不是按次序轮换，也不是按产品、区域或来源匹配的规则；没有区域路由，也没有队列。它**只在插入时运行**，而且只处理到达时就没有所有者的工单 —— 它不会在之后把工单从某个人手里拿走，也不会在客服自己新建工单时触发，因为钩子跑起来之前平台已经把创建者盖成了所有者。它也从不阻断工单进入：人员池读不到时，工单照样被记录下来，只是无主。匿名网页转工单表单提交的工单和其他来路一样参与分配 —— 提交者只会得知工单已收到，永远看不到它分给了谁。而如果没有人持有 `service_agent`，这个钩子什么也不做，工单就一直无主，停在[工单](/zh-Hans/docs/service/cases)页面的 **未分派 — 待分诊** 页签里。那个页签正是这个钩子“什么也不做”这条路径的可见化，所以给这个岗位配上人本身就是一次行为变化：新工单不再无主到达，也不再出现在那里。**这不是升级交接**：那是另一个人员池、另一个时机 —— 它挂在转为 *Escalated* 的状态迁移上，把工单交给持有 `service_manager` 岗位的人中负载最轻的那一位（参见 [SLA 与升级](/zh-Hans/docs/service/sla-and-escalation)）。
 
 - [ ] 把 `service_agent` 岗位分配给每一位应当接收工单的客服 —— 这个人员池*就是*路由表
 - [ ] 在还没有人持有它的时候，盯住工单页面的 **未分派 — 待分诊** 页签：它列出的正是这个钩子没能分配掉的工单

content/docs/administration/setup.zh-Hant.mdx

@@ -115,7 +115,7 @@ description: 讓 HotCRM 為你的團隊做好生產準備的第一週任務。
 
 ### 12. 工單路由 —— 沒有需要設定的東西
 
-**不存在「Setup → Case Settings」這個畫面**，也沒有任何路由規則可寫。一張無所有者的工單 —— 最常見的來路是網頁轉工單（web-to-case）提交 —— 會在插入時由 `case_auto_assign`（`src/service/objects/_case-assignment.ts`）指派：交給持有 `service_agent` 職位的人當中**未結工單最少**的那一位，這裡的「未結」指狀態既不是 *Resolved* 也不是 *Closed*。這和潛在客戶那一側是同一種自平衡輪詢：比的是誰負載最輕，而不是按次序輪換，也不是按產品、區域或來源比對的規則；沒有區域路由，也沒有佇列。它**只在插入時執行**，而且只處理到達時就沒有所有者的工單 —— 它不會在之後把工單從某個人手上拿走，也不會在客服自己新建工單時觸發，因為掛鉤跑起來之前平台已經把建立者蓋成了所有者。它也從不阻斷工單進入：當人員池根本讀不到時（匿名網頁轉工單表單就是這種情形），工單照樣被記錄下來，只是無主。而如果沒有人持有 `service_agent`，這個掛鉤什麼也不做，工單就一直無主，停在[工單](/zh-Hant/docs/service/cases)頁面的 **未分派 — 待分診** 頁籤裡。那個頁籤正是這個掛鉤「什麼也不做」這條路徑的可見化，所以給這個職位配上人本身就是一次行為變化：新工單不再無主到達，也不再出現在那裡。**這不是升級交接**：那是另一個人員池、另一個時機 —— 它掛在轉為 *Escalated* 的狀態遷移上，把工單交給持有 `service_manager` 職位的人當中負載最輕的那一位（參見 [SLA 與升級](/zh-Hant/docs/service/sla-and-escalation)）。
+**不存在「Setup → Case Settings」這個畫面**，也沒有任何路由規則可寫。一張無所有者的工單 —— 最常見的來路是網頁轉工單（web-to-case）提交 —— 會在插入時由 `case_auto_assign`（`src/service/objects/_case-assignment.ts`）指派：交給持有 `service_agent` 職位的人當中**未結工單最少**的那一位，這裡的「未結」指狀態既不是 *Resolved* 也不是 *Closed*。這和潛在客戶那一側是同一種自平衡輪詢：比的是誰負載最輕，而不是按次序輪換，也不是按產品、區域或來源比對的規則；沒有區域路由，也沒有佇列。它**只在插入時執行**，而且只處理到達時就沒有所有者的工單 —— 它不會在之後把工單從某個人手上拿走，也不會在客服自己新建工單時觸發，因為掛鉤跑起來之前平台已經把建立者蓋成了所有者。它也從不阻斷工單進入：人員池讀不到時，工單照樣被記錄下來，只是無主。匿名網頁轉工單表單提交的工單和其他來路一樣參與指派 —— 提交者只會得知工單已收到，永遠看不到它指派給了誰。而如果沒有人持有 `service_agent`，這個掛鉤什麼也不做，工單就一直無主，停在[工單](/zh-Hant/docs/service/cases)頁面的 **未分派 — 待分診** 頁籤裡。那個頁籤正是這個掛鉤「什麼也不做」這條路徑的可見化，所以給這個職位配上人本身就是一次行為變化：新工單不再無主到達，也不再出現在那裡。**這不是升級交接**：那是另一個人員池、另一個時機 —— 它掛在轉為 *Escalated* 的狀態遷移上，把工單交給持有 `service_manager` 職位的人當中負載最輕的那一位（參見 [SLA 與升級](/zh-Hant/docs/service/sla-and-escalation)）。
 
 - [ ] 把 `service_agent` 職位指派給每一位應當接收工單的客服 —— 這個人員池*就是*路由表
 - [ ] 在還沒有人持有它的時候，盯住工單頁面的 **未分派 — 待分診** 頁籤：它列出的正是這個掛鉤沒能指派掉的工單

content/docs/sales/leads.mdx

@@ -105,7 +105,7 @@ Work them from the **Suspected Duplicates** view in the Leads list's view switch
 - **It's a new enquiry from a known person** — clear Duplicate Status and work the lead normally. A returning prospect with a fresh budget is a real opportunity.
 - **It's the same enquiry twice** — set the lead to *Unqualified* with the reason **Duplicate**. The form then requires you to name the surviving record and set Duplicate Status to **Confirmed**; the lead cannot be closed as a duplicate without saying what survives it, so the disqualification report always links to something you can open.
 
-> Anonymous Web-to-Lead submissions are always accepted. If the public form cannot check for existing records (it deliberately has no read access to your CRM data), the lead lands unflagged — review it from the normal lead queue.
+> Anonymous Web-to-Lead submissions are always accepted, and they are checked like any other lead: a web enquiry from an address already in your CRM is flagged. The check runs on your side — the visitor is only told the enquiry was received, so the public form never reveals whether an address is already known.
 
 ### When the surviving record is later deleted
 

content/docs/sales/leads.zh-Hans.mdx

@@ -105,7 +105,7 @@ description: 在入站咨询成为真正交易之前对其进行捕获、评分
 - **是老客户的新咨询**——清空重复状态，按正常线索推进。预算重新到位的老客户是真实商机。
 - **是同一次咨询重复录入**——把线索置为*未通过*，原因选**重复**。此时表单会要求你指明存活的那条记录，并把重复状态设为**已确认重复**。不指明存活记录就无法以重复为由作废，所以作废分析里的每一条都能点开。
 
-> 匿名 Web-to-Lead 提交永远会被接受。公开表单有意不具备读取 CRM 数据的权限，如果它无法查询已有记录，线索会以未标记的状态落库——请在常规线索队列中复核。
+> 匿名 Web-to-Lead 提交永远会被接受，并且和其他线索一样会被查重：来自 CRM 中已有地址的网页咨询会被标记。查重在你这一侧完成——访客只会得知咨询已收到，因此公开表单永远不会透露某个地址是否已被记录。
 
 ## 转化一条已确认的线索
 

content/docs/sales/leads.zh-Hant.mdx

@@ -107,7 +107,7 @@ description: 在入站詢問成為真正交易之前對其進行擷取、評分
 - **是老客戶的新詢問**——清空重複狀態，按正常流程推進。預算重新到位的老客戶是真實商機。
 - **是同一次詢問重複輸入**——把記錄設為*未通過*，原因選**重複**。此時表單會要求你指明存活的那筆記錄，並把重複狀態設為**已確認重複**。不指明存活記錄就無法以重複為由作廢，所以作廢分析裡的每一筆都能點開。
 
-> 匿名 Web-to-Lead 提交永遠會被接受。公開表單刻意不具備讀取 CRM 資料的權限，如果它無法查詢既有記錄，記錄會以未標記的狀態寫入——請在常規佇列中複核。
+> 匿名 Web-to-Lead 提交永遠會被接受，並且和其他潛在客戶一樣會被查重：來自 CRM 中既有地址的網頁詢問會被標記。查重在你這一側完成——訪客只會得知詢問已收到，因此公開表單永遠不會透露某個地址是否已被記錄。
 
 ## 轉化一筆已確認的潛在客戶