Support Request Message Schema

The support request this message belongs to

Who wrote it. Load-bearing beyond display: the measured first-response time is derived later from the request’s createdAt against the first `agent` message, retroactively and without a backfill (ADR 0938 decision 12). Do not drop. `system` marks what the platform says by itself (a live chat ended, a queue timed out) — never a response by the support, so it must not count as one (ADR 0990). Notes written before 2026-10-02 carry `agent`.

What a `system` message reports. Each side words it for itself ("Du hast …" for the customer, "Der Kunde hat …" in the console); `body` is the fallback text.

Author user id (tenant user or support agent)

Message text

Attached files

Internal note between Codemeta agents — stripped before the tenant reads it. Mirrors `stripInternalComments` in the feedback flow.

Phase 3: the live chat session this message belongs to; null for async messages

Phase 3: reply-to a specific message. NOTE this is a real FK to another support_request_messages._id — NOT the RFC-5322 `inReplyTo` mail header used in message.schema.ts. The name similarity is a trap.

Emoji reactions (Teams-style). Managed exclusively via POST /:resource/:id/reactions — never set directly via create/update (the field is protected). Absent/missing = no reactions.