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ramadhan sjamsani a560b0936c PRDs: phase3.5 (mitra chat request history) + phase3.6 (force-close re-enable)

Phase 3.5: replace _PendingRequestsBanner with a Riwayat Permintaan card
on the mitra home, plus a screen listing the last 20 entries from
chat_request_notifications. Backend endpoint TBD.

Phase 3.6: plan to re-enable mitra force-close (Akhiri) once the moderation
/ accountability story is in place. Backend route and config flag are
already preserved from Phase 3.

Co-Authored-By: Claude Opus 4.7 (1M context) <noreply@anthropic.com>

2026-04-27 14:09:19 +08:00

3.0 KiB

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PRD: Mitra Force-Close — Re-enable Plan

Overview

Goal: Restore the mitra-side ability to force-close (early-end) an active session, gated behind the existing backend early_end_mitra_enabled config flag.

Status: Currently disabled in the mitra app (button hidden). Backend support already exists and is gated by app_config.early_end_mitra_enabled (default false).

Affects: mitra_app, control_center (config UI), backend (no functional change — already implemented)

Background

Backend has initiateEarlyEnd(sessionId, UserType.MITRA) (closure.service.js:88-137) which moves an active/extending session to closing (with the 5-min grace + goodbye composer flow), guarded by the early_end_mitra_enabled flag.
The mitra app previously surfaced an "Akhiri" button on the Sesi Aktif screen (mitra_app/lib/features/chat/screens/active_sessions_screen.dart) which called POST /api/mitra/chat-requests/sessions/:id/end.
The button (and the surrounding confirmation dialog) was removed during testing because the UX was abruptly terminating sessions without enough guardrails. The endpoint and its config flag were intentionally left in place on the backend.

Functional Requirement

1. Visibility

The "Akhiri" CTA on Sesi Aktif is rendered only when app_config.early_end_mitra_enabled = true (read at app startup via /api/shared/config/... or whichever config-fetch path the mitra app already uses).
When the flag is false, the row's trailing affordance is the chevron-only state (current state after this round of cleanup).

2. Confirmation UX

When re-enabling, restore the existing confirmation dialog:

Title: "Akhiri Sesi?"
Body: "Apakah kamu yakin ingin mengakhiri sesi ini?"
Buttons: Batal / Ya, Akhiri.

Open question for the next phase: do we want to require a reason from the mitra (free-text or radio list — e.g., "Customer abusive", "Customer left", "Out of scope")? If yes, capture it in session_closures.reason (new column) for downstream QC/auto-flag analytics.

3. Backend

No new endpoint or service work required — initiateEarlyEnd already handles this.
If a reason field is added (Section 2 open question), extend the request body and persist it.

4. Control Center

The existing config screen already exposes the toggle; no UI change needed unless reason capture is added.

Non-Goals (this phase)

Adding a force-close from the chat screen (only Sesi Aktif).
Auto-flagging mitras with high force-close counts (covered by separate "Mitra QC Auto-Flag" memory item).
Customer-side force-close (separate early_end_customer_enabled flag, not in scope here).

Open Questions

Capture a reason on force-close? (Recommended yes — feeds into QC.)
Should there be a per-day cap on mitra force-closes before triggering CC review?

3.0 KiB Raw Blame History