import { SmrtCollection, SmrtObject } from '@happyvertical/smrt-core';
/**
 * Conservative defaults applied when no SupportPolicy row matches: the AI
 * acknowledges, classifies, and answers, but never closes a case or executes
 * tools until a policy explicitly enables it. Handoff triggers are always
 * active regardless of policy.
 */
export declare const DEFAULT_SUPPORT_POLICY: {
    readonly autoAcknowledge: true;
    readonly autoClassify: true;
    readonly autoAnswer: true;
    readonly autoTroubleshoot: false;
    readonly autoResolve: false;
    readonly autoResolveMaxSeverity: "";
    readonly confidenceThreshold: 0.7;
    readonly maxAutoAttempts: 1;
    readonly autoSendEmailReplies: false;
    readonly sensitiveCategories: string[];
    readonly allowedTools: string[];
};
export declare class SupportPolicy extends SmrtObject {
    tenantId: string | null;
    /** Policy name, unique per tenant (`conflictColumns`). */
    name: string;
    /** Scope: applies to cases under this plan (null = any plan). */
    planId: string | null;
    /** Scope: applies to cases for this app-defined project (null = any). */
    projectId: string | null;
    enabled: boolean;
    /** Immediately acknowledge new inbound cases. */
    autoAcknowledge: boolean;
    /** Classify severity/category/sensitivity on intake. */
    autoClassify: boolean;
    /** Post an automated answer using scoped knowledge. */
    autoAnswer: boolean;
    /** Run tool-executing troubleshooting (gated OFF by default). */
    autoTroubleshoot: boolean;
    /** Allow the AI to resolve (close out) low-risk cases (OFF by default). */
    autoResolve: boolean;
    /**
     * Highest severity the AI may auto-resolve (e.g. `sev4` = questions only).
     * Empty means "no severity is eligible" even when `autoResolve` is true.
     */
    autoResolveMaxSeverity: string;
    /**
     * Confidence floor for automated answers/resolutions; below it the workflow
     * triggers a `low_confidence` Human Handoff.
     */
    confidenceThreshold: number;
    /** Max automated resolution attempts before a `failed_resolution` handoff. */
    maxAutoAttempts: number;
    /** Whether automated email replies may be sent (vs drafted) — OFF default. */
    autoSendEmailReplies: boolean;
    /**
     * Categories considered sensitive: classification into one of these always
     * triggers a Human Handoff (FR-28b). JSON array of category keys.
     */
    sensitiveCategories: string;
    /** Tool ids the troubleshooting phase may execute. JSON array, fail-closed. */
    allowedTools: string;
    metadata: string;
    getSensitiveCategories(): string[];
    setSensitiveCategories(categories: string[]): void;
    getAllowedTools(): string[];
    setAllowedTools(tools: string[]): void;
    getMetadata(): Record<string, unknown>;
    setMetadata(value: Record<string, unknown>): void;
    /** Specificity rank for resolution: exact scope wins over partial. */
    scopeRank(): number;
}
export declare class SupportPolicyCollection extends SmrtCollection<SupportPolicy> {
    static readonly _itemClass: typeof SupportPolicy;
    /**
     * Resolve the effective policy for a case scope, most-specific-wins.
     * Returns `null` when no enabled policy matches (callers then apply
     * {@link DEFAULT_SUPPORT_POLICY}).
     */
    resolveForScope(options: {
        planId?: string | null;
        projectId?: string | null;
    }): Promise<SupportPolicy | null>;
}
export default SupportPolicy;
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