Web chat dev guide: document the poller ↔ optimistic-echo reconciliation The Delivery section named polling but not its hazards. Rewrite it to explain the two independent bubble-writers (poller + optimistic echo), the lastId cursor, the send.php msg_id contract, and the sendInFlight / pollInFlight guards — the exact duplication traps hit during the part-3 build — plus the typing indicator. Add both to Gotchas along with the webchatAddMessage / lastInsertId ordering trap.
Web chat part 3: mark AI answers, office hours + escalation as live Runtime is wired (send/poll/config/escalate/widget.js). Update both the feature page and the developer guide: office hours, AI (assist/deflect) and escalation now live; only offline-email *delivery* remains. Rewrote the Developer Guide resume plan down to that single piece and noted the source_email_id / Database Verify gotcha.
Add Web chat channel wiki: feature page + developer guide Covers the embeddable website chat widget: end-to-end setup + embed steps, every setting, the public-key vs per-conversation-token security model, origin allowlist (+Referer fallback), rate limiting, the email direction (sends from the company mailbox, never spoofs the visitor), multi-company, the channel reuse (FreeitsmProvider + ingest), data model, public endpoints, the AI-answers/office-hours/email-when-away design, a roadmap of what's still to build, and a developer resume plan. No secrets/keys included.