Public Interview Route

/e/[workspace_id]?mode=pre|post&cancel_url=[url]&save_url=[url]&[metadata_params]

import { buildMagicLink } from '@/lib/magic-link'

function CancelButton({ customerId, plan }: { customerId: string; plan: string }) {
  const magicLink = buildMagicLink({
    workspaceId: 'ws_abc123',
    mode: 'pre', // or 'post'
    cancelUrl: 'https://yourapp.com/cancelled',
    saveUrl: 'https://yourapp.com/reactivate',
    metadata: {
      customer_id: customerId,
      plan: plan,
      value: plan === 'pro' ? '99' : '29',
    },
  })

  return (
    <a href={magicLink} className="cancel-button">
      Cancel Subscription
    </a>
  )
}

// Workspace config
{
  config: {
    cancelUrl: 'https://yourapp.com/cancelled',  // Default cancel destination
    saveUrl: 'https://yourapp.com/account',      // Default save destination
  }
}

// Pre-mode: Decision screen
// - "Continue cancelling" → finalize('completed') → cancel_url
// - "I'll stay" → finalize('saved') → save_url

// Post-mode: Thank-you screen
// - Star rating for Offboard.tech feedback
// - "Return to {company}" / "Finish" → finalize('completed') → cancel_url
//   (button always renders — cancel_url is optional)

// Webhook payload
{
  event: 'interview.completed' | 'interview.saved' | 'interview.abandoned',
  workspace_id: string,
  workspace_name: string,
  interview_id: string,
  status: 'completed' | 'saved' | 'abandoned',
  sentiment: 'positive' | 'neutral' | 'negative' | null,
  summary: string, // PII-scrubbed summary
  metadata: {
    plan?: string,
    customer_id?: string,
    // ...any merchant metadata from URL params
  },
  created_at: string
}

// POST /api/webhooks/offboard
export async function POST(request: Request) {
  const payload = await request.json()

  if (payload.event === 'interview.completed') {
    // Handle completed interview
    await cancelSubscription(payload.metadata.customer_id)
    await sendChurnReport(payload.summary)
  } else if (payload.event === 'interview.saved') {
    // Handle saved customer
    await applyRetentionOffer(payload.metadata.customer_id, payload.summary)
  }

  return Response.json({ received: true })
}

{
  offer: string,  // e.g., "20% off for 3 months"
  reason: string  // e.g., "Customer mentioned price concerns"
}

{
  summary: string,              // 2-3 sentence summary
  sentiment: 'positive' | 'neutral' | 'negative',
  status: 'completed' | 'saved',
  saveOfferAccepted?: string    // Which offer was accepted
}

You are Sarah from Acme Inc. Your tone is Friendly and Professional.

PRODUCT CONTEXT:
- Company: Acme Inc
- Product: Project management tool for teams
- Common churn reasons: price, missing features, complexity
- Available save offers: 20% off for 3 months, Free upgrade to Pro

MODE: Pre-cancel (blocking)
- The customer is considering canceling but has NOT yet canceled.
- Your goal is to understand their reason and, if appropriate, present a save offer.

PRESENTING SAVE OFFERS (pre-mode):
Use the present_save_offer tool when the customer's reason matches a configured condition.
TIMING: Never call present_save_offer before turn 2. Understand the reason first.
LIMIT: Present at most ONE save offer per conversation.

PRESENTING WIN-BACK OFFERS (post-mode):
The customer has already cancelled. You may present a win-back offer if their reason suggests they might return.
Frame it as: "We'd love to have you back — here's a special offer."
TIMING: Never call present_save_offer before turn 2.
LIMIT: Present at most ONE win-back offer per conversation.

QUESTION SEQUENCING — follow this depth ladder:
1. PRIMARY: "What was the main reason for leaving?"
2. CONTEXT: One follow-up based on category
3. IMPACT: "How much did this affect your day-to-day use?"
4. RESOLUTION (pre-cancel only): "Is there anything that would change your mind?"
Rule: ONE question per turn.

HANDLING FRUSTRATION OR ANGER:
- Acknowledge first: "I'm really sorry you had that experience."
- Do NOT defend the product or ask the customer to calm down.
- Ask ONE empathetic question, then move to completion.

NEVER:
- Never argue with the customer or defend the company's decisions.
- Never guilt-trip ("We'll miss you!", "Are you sure?").
- Never present a save offer not explicitly listed in the configured save offers.
- Never ask more than one question per message.
- Never present a save offer before turn 2.
- Never present win-back offers in post-mode if none are configured.

import { scrubPII } from '@/lib/pii'
import { createAIModel } from '@/lib/ai'

const rawSummary = "John said he's leaving because the price is too high"
const model = createAIModel()
const redactedSummary = await scrubPII(rawSummary, model)
// "[REDACTED] said he's leaving because the price is too high"

{
  agentPersona: {
    name: 'Sarah',
    tone: ['Friendly', 'Professional'],
    saveOffers: [
      '20% off for 3 months',
      'Free upgrade to Pro',
      'Pause subscription for 1 month'
    ]
  }
}

┌─────────────────────────────────────────────────────────────┐
│  Customer clicks Cancel button with Magic Link             │
│  /e/ws_abc123?mode=pre&cancel_url=/cancelled               │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  Interview Page (/e/[workspace_id]/page.tsx)               │
│  • Loads workspace config                                  │
│  • Renders AIChatUI                                        │
│  • Detects completion marker                               │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  Chat API (/api/e/[workspaceId]/chat)                     │
│  • Streams responses via Vercel AI SDK                     │
│  • Manages interview state                                 │
│  • Executes tools (present_offer, complete_interview)      │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  PII Scrubber (/lib/pii/scrubber.ts)                       │
│  • Pass 1: Regex scrubbing                                 │
│  • Pass 2: AI redaction                                   │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  Database (Supabase interviews table)                     │
│  • status: completed | saved | abandoned                  │
│  • sentiment: positive | neutral | negative                │
│  • transcript_summary: PII-scrubbed                       │
└─────────────────────────────────────────────────────────────┘
                              │
                              ▼
┌─────────────────────────────────────────────────────────────┐
│  Webhook (/lib/webhook/sender.ts)                          │
│  • POST to configured webhook URL                         │
│  • Payload with status, sentiment, summary                │
└─────────────────────────────────────────────────────────────┘