v0.12.9

Upgrading

• Everything new is optional and gated on the backend. The notifications
  bell, read/unread controls, knowledge-base search, customer presence and
  the agent status route appear only when the backend shares the matching
  prop or defines the matching route (ADR 2026-11-05-agent-panel-data). A
  backend that sends none of them renders the agent panel as 0.12.8 did. The
  escalated backends send them from their releases of 2026-11-05; those
  releases add tables (ticket_reads, customer_presence,
  notifications, agent statuses) and need their migrations run.
• Agent status posts to escalated.agent.status first. The Online /
  Away / Offline menu used to post only to escalated.admin.chat.status; it
  now prefers the agent route and falls back to the admin one. On the
  backends whose live-chat routing reads the agent's own status, an agent
  must set themselves Online to receive chats.
• The @mention picker follows the host's route. When the shared route
  list has escalated.admin.agents.search it requests that URL instead of
  the hard-coded /support/admin/agents/search. A host that proxied the old
  path for a non-/support prefix can drop the proxy.
• Admin embedding is off by default. layoutScope defaults to
  ['customer'], so layout wraps the customer pages exactly as before.
  Listing 'admin' (and optionally 'agent'), the backend's
  escalated.embed flag, <EscalatedNavigation /> and the iframe connector
  (@escalated-dev/escalated/embed, a new package export) only matter once a
  host opts in; see docs/embedding-admin.md.
• The widget bundle (dist/widget/escalated-widget.js) is unchanged apart
  from its version banner: built from this release and from 0.12.8 with the
  locked dependencies, the two are byte-identical before the version bump.

Fixed

• The @mention picker in the reply, note and chat composers now searches the
  host's escalated.admin.agents.search route when the host defines it, so
  backends whose routes are not under /support (the /escalated prefix of
  the NestJS, Go and Spring packages, or a custom prefix) are reached. Without
  the route it still requests /support/admin/agents/search.

Added

• Embedding the admin in your own admin panel (optional). Off unless you
  opt in; with only layout set nothing changes. New layoutScope plugin
  option (default ['customer']): list 'admin' (and optionally 'agent')
  and those pages render inside your layout, the admin chrome-free (no
  Escalated sidebar or top bar). layouts registers named layouts a backend
  can pick per page. Pages honour the backend's escalated.embed flag
  (chrome-free under any host prefix). <EscalatedNavigation />,
  useEscalatedNavigation() and escalatedNavIcons render the
  escalated.navigation menu in your sidebar. iframe mode: an allow-listed
  postMessage bridge (height, theme, navigation) and a host helper,
  connectEscalatedFrame, from @escalated-dev/escalated/embed. See
  docs/embedding-admin.md and ADR 2026-11-05-embeddable-admin.
• Knowledge-base search on the ticket page. With the host's
  escalated.agent.kb.search route, Related in the customer panel gets an
  article search (open in a new tab, or insert the link into the reply) and
  the composer toolbar gets Insert article link. Internal articles are shown
  to agents but never inserted. Hidden without the route or with the
  knowledge base off. See ADR 2026-11-05-agent-panel-data.
• Notifications bell. When the backend shares escalated.notifications
  ({ unread_count }) and has escalated.agent.notifications.index, the top
  bar shows a bell with the unread count and a popover with the feed (newest
  first, Show more, Unread only, Mark all read). Clicking an item marks it
  read and opens its ticket. notification.created on the agent's channel
  updates it live. Hosts without the prop or route get no bell. See ADR
  2026-11-05-agent-panel-data.
• Mark tickets read and unread. With the host's
  escalated.agent.tickets.read / .unread routes, each inbox row gets a
  menu with Mark as read / Mark as unread (Shift U for the focused row), the
  bulk bar gets Mark read / Mark unread (mark_read / mark_unread on the
  bulk route), and the ticket's overflow menu gets Mark as unread. The change
  shows at once and rolls back if refused. The rail marks queues with unread
  tickets from the optional inbox.unread. Hosts without the routes see no
  new controls. See ADR 2026-11-05-agent-panel-data.
• Agents set their own status through the agent route. The Online / Away /
  Offline menu posts to escalated.agent.status when the host has it, and
  falls back to the admin live-chat route escalated.admin.chat.status
  otherwise. It offers only the values in the optional shared
  escalated.agent_statuses, keeps the agent_status the backend answers
  with, and goes back to the previous status when the backend refuses the
  change. See ADR 2026-11-05-agent-panel-data.
• Customer presence in the ticket's customer panel. "Online now" when the
  ticket's optional requester_online is true (or the chat is live), else
  "Last seen ..." from the optional requester_last_seen_at. Without either
  field nothing is shown. See ADR 2026-11-05-agent-panel-data.

Changed

• The README's Layout Integration section now says what layout has always
  done: it wraps customer pages; admin and agent pages keep their own chrome
  unless listed in layoutScope.
• The API tokens screen posts to the embedded admin's base URL when the admin
  is embedded (unchanged otherwise).