company:
  name: 'Paperlayer'
  domain: 'paperlayer.com'

users:
  # Sales Team
  - name: 'Marcus Chen'
    gender: male
    email: 'marcus@paperlayer.com'
    team:
      - 'Sales'
    role: 'administrator'
  - name: 'Emily Rodriguez'
    gender: female
    email: 'emily@paperlayer.com'
    team:
      - 'Sales'
    custom_role: 'Sales Representative'
  - name: 'David Kim'
    gender: male
    email: 'david@paperlayer.com'
    team:
      - 'Sales'
    custom_role: 'Sales Representative'

  # Customer Support Team
  - name: 'Jennifer Williams'
    gender: female
    email: 'jennifer@paperlayer.com'
    team:
      - 'Customer Support'
    role: 'administrator'
  - name: 'Alex Thompson'
    gender: male
    email: 'alex@paperlayer.com'
    team:
      - 'Customer Support'
    custom_role: 'Customer Support Lead'
  - name: 'Rachel Green'
    gender: female
    email: 'rachel@paperlayer.com'
    team:
      - 'Customer Support'
    custom_role: 'Junior Agent'

  # Operations Team
  - name: 'Tom Anderson'
    gender: male
    email: 'tom@paperlayer.com'
    team:
      - 'Operations'
    role: 'administrator'
  - name: 'Lisa Martinez'
    gender: female
    email: 'lisa@paperlayer.com'
    team:
      - 'Operations'
    custom_role: 'Escalation Handler'

  # Additional Team Members
  - name: 'Sarah Johnson'
    gender: female
    email: 'sarah@paperlayer.com'
    role: 'administrator'
  - name: 'James Wilson'
    gender: male
    email: 'james@paperlayer.com'
    team:
      - 'Sales'
    custom_role: 'Sales Representative'
  - name: 'Maria Garcia'
    gender: female
    email: 'maria@paperlayer.com'
    team:
      - 'Customer Support'
  - name: 'Robert Taylor'
    gender: male
    email: 'robert@paperlayer.com'
    team:
      - 'Operations'
  - name: 'Linda Brown'
    gender: female
    email: 'linda@paperlayer.com'
    team:
      - 'Customer Support'
    custom_role: 'Knowledge Manager'
  - name: 'Kevin Zhang'
    gender: male
    email: 'kevin@paperlayer.com'
    team:
      - 'Sales'
    custom_role: 'Analytics Specialist'

teams:
  - name: '💰 Sales'
    description: 'Handles all sales inquiries, quotes, and bulk order requests'
    allow_auto_assign: true
  - name: '💬 Customer Support'
    description: 'Provides customer service, product assistance, and order support'
    allow_auto_assign: true
  - name: '🚛 Operations'
    description: 'Manages shipping, logistics, delivery issues, and order fulfillment'
    allow_auto_assign: true

custom_roles:
  - name: 'Customer Support Lead'
    description: 'Lead support agent with full conversation and contact management'
    permissions:
      - 'conversation_manage'
      - 'contact_manage'
      - 'report_manage'
  - name: 'Sales Representative'
    description: 'Sales team member with conversation and contact access'
    permissions:
      - 'conversation_unassigned_manage'
      - 'conversation_participating_manage'
      - 'contact_manage'
  - name: 'Knowledge Manager'
    description: 'Manages knowledge base and participates in conversations'
    permissions:
      - 'knowledge_base_manage'
      - 'conversation_participating_manage'
  - name: 'Junior Agent'
    description: 'Entry-level agent with basic conversation access'
    permissions:
      - 'conversation_participating_manage'
  - name: 'Analytics Specialist'
    description: 'Focused on reports and data analysis'
    permissions:
      - 'report_manage'
      - 'conversation_participating_manage'
  - name: 'Escalation Handler'
    description: 'Handles unassigned conversations and escalations'
    permissions:
      - 'conversation_unassigned_manage'
      - 'conversation_participating_manage'
      - 'contact_manage'

labels:
  - title: 'bulk-order'
    color: '#00C875'
    description: 'Large volume paper orders'
    show_on_sidebar: true
  - title: 'custom-printing'
    color: '#784BD1'
    description: 'Custom letterhead and printing requests'
    show_on_sidebar: true
  - title: 'urgent'
    color: '#E2445C'
    description: 'Rush delivery needed'
    show_on_sidebar: true
  - title: 'pricing-inquiry'
    color: '#FDAB3D'
    description: 'Quote requests and pricing questions'
    show_on_sidebar: true
  - title: 'delivery-issue'
    color: '#9CD326'
    description: 'Shipping and delivery concerns'
    show_on_sidebar: true
  - title: 'product-question'
    color: '#579BFC'
    description: 'Questions about paper types and products'
    show_on_sidebar: true

canned_responses:
  - short_code: 'welcome'
    content: 'Thank you for contacting Paperlayer! We''re committed to providing the highest quality paper products for your business. How can I help you today?'
  - short_code: 'bulk'
    content: 'For bulk orders over 100 reams, we offer competitive wholesale pricing. Let me get you a custom quote. Could you share your estimated monthly paper needs?'
  - short_code: 'pricing'
    content: 'Our standard pricing for premium white copy paper (20lb, 8.5x11) is $45 per case (10 reams). We offer volume discounts: 10% off for 50-99 cases, 15% off for 100-249 cases, and 20% off for 250+ cases.'
  - short_code: 'delivery'
    content: 'We offer same-day delivery for local orders (within 50 miles) placed before noon, and 2-3 business days for standard shipping. Rush delivery is available for an additional fee.'
  - short_code: 'custom'
    content: 'We provide custom letterhead printing services with a minimum order of 5 reams. Typical turnaround is 5-7 business days. Would you like to discuss your design requirements?'
  - short_code: 'stock'
    content: 'We carry a full range of paper products: copy paper (20lb-32lb), cardstock (65lb-110lb), colored paper, glossy photo paper, and specialty papers. What type are you interested in?'
  - short_code: 'closing'
    content: 'Thank you for choosing Paperlayer! Is there anything else I can help you with today?'
  - short_code: 'followup'
    content: 'I wanted to follow up on your recent inquiry. Have you had a chance to review our quote?'
  - short_code: 'tracking'
    content: 'I can help you track your order. Could you please provide your order number?'
  - short_code: 'samples'
    content: 'We''d be happy to send you paper samples! What types of paper are you interested in testing?'
  - short_code: 'weights'
    content: '20lb is our standard weight for everyday printing. 24lb is heavier and more professional. 28lb is perfect for presentations. 32lb is our premium weight for executive communications.'
  - short_code: 'discounts'
    content: 'We offer tiered volume discounts: 50-99 cases (10% off), 100-249 cases (15% off), 250+ cases (20% off). Plus, you get a dedicated account manager with orders over 100 cases!'
  - short_code: 'rush'
    content: 'We can expedite your order! Same-day delivery is available for orders placed before noon within 50 miles. Express next-day delivery is also available. Additional fees apply.'
  - short_code: 'recycled'
    content: 'Yes! Our Eco-Friendly line features 30% post-consumer recycled content and is FSC certified. It''s only $3 more per case than standard paper - great for sustainability!'
  - short_code: 'colors'
    content: 'We stock pastels (Ivory, Pink, Blue, Green, Yellow) and brights (Red, Orange, Purple). Custom colors are available for bulk orders. What are you looking for?'

macros:
  - name: 'Handle Bulk Order Inquiry'
    visibility: 'global'
    created_by: 'marcus@paperlayer.com'
    actions:
      - action_name: 'add_label'
        action_params: ['bulk-order']
      - action_name: 'assign_team'
        action_params: ['Sales']
      - action_name: 'send_message'
        action_params: ['For bulk orders over 100 reams, we offer competitive wholesale pricing. Let me get you a custom quote. Could you share your estimated monthly paper needs?']
  - name: 'Handle Urgent Order'
    visibility: 'global'
    created_by: 'tom@paperlayer.com'
    actions:
      - action_name: 'add_label'
        action_params: ['urgent']
      - action_name: 'change_priority'
        action_params: ['urgent']
      - action_name: 'assign_team'
        action_params: ['Operations']
      - action_name: 'send_message'
        action_params: ['I see you need this urgently. We offer same-day delivery for orders placed before noon. Let me check our inventory and get this expedited for you.']
  - name: 'Handle Custom Printing Request'
    visibility: 'global'
    created_by: 'jennifer@paperlayer.com'
    actions:
      - action_name: 'add_label'
        action_params: ['custom-printing']
      - action_name: 'assign_team'
        action_params: ['Customer Support']
      - action_name: 'send_message'
        action_params: ['We provide custom letterhead printing services with a minimum order of 5 reams. Typical turnaround is 5-7 business days. Would you like to discuss your design requirements?']
  - name: 'Route to Sales Team'
    visibility: 'global'
    created_by: 'marcus@paperlayer.com'
    actions:
      - action_name: 'add_label'
        action_params: ['pricing-inquiry']
      - action_name: 'assign_team'
        action_params: ['Sales']
      - action_name: 'send_message'
        action_params: ['I''d be happy to provide pricing information. To give you the most accurate quote, could you let me know: 1) Paper type/weight you need, 2) Quantity required, 3) Delivery location?']
  - name: 'Escalate to Operations'
    visibility: 'global'
    created_by: 'tom@paperlayer.com'
    actions:
      - action_name: 'add_label'
        action_params: ['delivery-issue']
      - action_name: 'assign_team'
        action_params: ['Operations']
      - action_name: 'change_priority'
        action_params: ['high']
  - name: 'Close with Satisfaction Check'
    visibility: 'global'
    created_by: 'sarah@paperlayer.com'
    actions:
      - action_name: 'send_message'
        action_params: ['Thank you for choosing Paperlayer! Is there anything else I can help you with today?']
      - action_name: 'resolve_conversation'

portals:
  - name: 'Paperlayer Help Center'
    slug: 'paperlayer-help'
    page_title: 'Paperlayer - Help & Support'
    header_text: 'How can we help you with your paper needs?'
    color: '#0066CC'
    config:
      allowed_locales: ['en']
      default_locale: 'en'
    categories:
      - name: 'Getting Started'
        slug: 'getting-started'
        description: 'Learn the basics of ordering from Paperlayer'
        locale: 'en'
        position: 1
        articles:
          - title: 'How to Place Your First Order'
            author: 'sarah@paperlayer.com'
            description: 'Step-by-step guide to placing your first paper order'
            status: 'published'
            locale: 'en'
            content: |
              # How to Place Your First Order

              Welcome to Paperlayer! We're excited to help you with your paper needs.

              ## Step 1: Browse Our Products
              Visit our product catalog to explore our wide range:
              - Copy Paper (20lb, 24lb, 28lb, 32lb)
              - Cardstock (65lb, 80lb, 110lb)
              - Specialty Papers (colored, glossy, recycled)

              ## Step 2: Request a Quote
              Contact our sales team via:
              - Live chat on our website
              - Email: sales@paperlayer.com
              - Phone: 1-800-PAPER-01

              ## Step 3: Review and Approve
              Our team will send you a detailed quote within 24 hours.

              ## Step 4: Place Your Order
              Once approved, we'll process your order and provide tracking.

              ## Step 5: Delivery
              - Standard: 2-3 business days (FREE over $100)
              - Same-day: Available for local orders before noon

          - title: 'Understanding Paper Weights'
            author: 'sarah@paperlayer.com'
            description: 'Learn about different paper weights and their best uses'
            status: 'published'
            locale: 'en'
            content: |
              # Understanding Paper Weights

              Paper weight can be confusing. Let us help you choose the right weight.

              ## Copy Paper Weights

              ### 20lb (75 gsm) - Standard
              - Most common for everyday printing
              - Great for internal documents
              - Economical for high-volume

              ### 24lb (90 gsm) - Premium
              - Heavier feel, more professional
              - Ideal for presentations, resumes
              - Less see-through than 20lb

              ### 28lb (105 gsm) - Super Premium
              - Excellent for important documents
              - Professional brochures
              - High-quality letterhead

              ### 32lb (120 gsm) - Ultra Premium
              - Luxury feel and appearance
              - Executive communications
              - Certificates and awards

              ## Cardstock Weights

              ### 65lb (176 gsm) - Light
              - Greeting cards, postcards

              ### 80lb (216 gsm) - Medium
              - Business cards, invitations

              ### 110lb (298 gsm) - Heavy
              - Premium business cards
              - High-end invitations

      - name: 'Products & Pricing'
        slug: 'products-pricing'
        description: 'Information about our paper products and pricing'
        locale: 'en'
        position: 2
        articles:
          - title: 'Copy Paper Product Line'
            author: 'marcus@paperlayer.com'
            description: 'Complete guide to our copy paper offerings'
            status: 'published'
            locale: 'en'
            content: |
              # Copy Paper Product Line

              Paperlayer offers premium paper products for your business.

              ## Standard Copy Paper
              **Premium White - 20lb**
              - Price: $45 per case (10 reams)
              - Brightness: 92
              - Size: 8.5" x 11"
              - Sheets: 500 per ream

              **Premium White - 24lb**
              - Price: $52 per case
              - Brightness: 94
              - More professional feel

              ## Premium Copy Paper
              **Ultra White - 28lb**
              - Price: $65 per case
              - Brightness: 96
              - Perfect for presentations

              **Executive White - 32lb**
              - Price: $78 per case
              - Brightness: 98
              - Luxury weight

              ## Recycled Paper
              **Eco-Friendly - 20lb**
              - Price: $48 per case
              - 30% post-consumer content
              - FSC certified

              ## Volume Discounts
              - 50-99 cases: 10% off
              - 100-249 cases: 15% off
              - 250+ cases: 20% off

          - title: 'Bulk Order Discounts'
            author: 'emily@paperlayer.com'
            description: 'Learn about our volume pricing tiers'
            status: 'published'
            locale: 'en'
            content: |
              # Bulk Order Discounts

              The more you order, the more you save!

              ## Discount Tiers

              ### Tier 1: 50-99 Cases
              - **10% discount**
              - Perfect for medium offices

              ### Tier 2: 100-249 Cases
              - **15% discount**
              - Dedicated account manager
              - Quarterly supply option

              ### Tier 3: 250+ Cases
              - **20% discount**
              - Priority customer service
              - Free delivery
              - Flexible payment terms

              ## Example Savings
              **100 cases of Premium White 20lb**
              - Regular: $4,500
              - With 15% discount: $3,825
              - **You save: $675!**

      - name: 'Shipping & Delivery'
        slug: 'shipping-delivery'
        description: 'Delivery options and tracking information'
        locale: 'en'
        position: 3
        articles:
          - title: 'Delivery Options & Times'
            author: 'tom@paperlayer.com'
            description: 'Choose the delivery option that works for you'
            status: 'published'
            locale: 'en'
            content: |
              # Delivery Options & Times

              ## Standard Delivery (FREE)
              - **Timeframe:** 2-3 business days
              - **Cost:** FREE over $100
              - **Coverage:** Within 200 miles

              ## Express Delivery
              - **Timeframe:** Next business day
              - **Cost:** $25 flat fee
              - **Cutoff:** Order by 3 PM

              ## Same-Day Delivery
              - **Timeframe:** Within 6 hours
              - **Cost:** $50 flat fee
              - **Coverage:** Within 50 miles
              - **Cutoff:** Order by 12 PM noon

              ## Tracking
              All orders include:
              - Real-time tracking number
              - Email notifications
              - Delivery confirmation

captain_assistants:
  - name: 'Paper Expert'
    description: 'AI assistant specialized in helping customers with all their paper product needs'
    config:
      temperature: 0.7
      feature_faq: true
      feature_memory: true
      product_name: 'Paperlayer Paper Products'
    scenarios:
      - title: 'Product Recommendations'
        description: 'Help customers choose the right paper products'
        enabled: true
        instruction: |
          When a customer asks about which paper to use, ask clarifying questions:
          1. What will they use it for? (everyday printing, presentations, letterhead, etc.)
          2. What's their volume?
          3. Any special requirements? (recycled, brightness, specific sizes)

          Then recommend appropriate products:
          - 20lb for everyday use
          - 24lb for professional documents
          - 28lb for presentations
          - 32lb for executive communications
          - Cardstock for business cards

          Always mention relevant discounts and offer to connect with sales for quotes.

      - title: 'Bulk Order Processing'
        description: 'Guide customers through bulk order process'
        enabled: true
        instruction: |
          For bulk order inquiries:
          1. Determine their quantity needs
          2. Explain discount tiers: 10% (50-99), 15% (100-249), 20% (250+)
          3. Calculate estimated savings
          4. Explain benefits (account manager, flexible terms)
          5. Offer to connect with bulk sales team
          6. Add the 'bulk-order' label

      - title: 'Shipping Questions'
        description: 'Answer delivery and shipping questions'
        enabled: true
        instruction: |
          When customers ask about shipping:
          1. Standard: 2-3 days (FREE over $100)
          2. Express: Next day ($25)
          3. Same-day: 6 hours, order by noon ($50)
          4. Bulk freight: 3-5 days for 100+ cases

          Mention tracking is included.
          For urgent needs, emphasize same-day delivery within 50 miles.

    documents:
      - name: 'General FAQs'
        external_link: 'https://paperlayer.com/faq/general'
        status: 'available'
        content: |
          # Frequently Asked Questions

          ## What are your business hours?
          Monday-Friday: 8 AM - 6 PM EST
          Saturday: 9 AM - 2 PM EST
          Sunday: Closed

          ## Do you offer free shipping?
          Yes! Free standard shipping on orders over $100 within 200 miles.

          ## What payment methods do you accept?
          - Credit cards (Visa, MC, AmEx, Discover)
          - Purchase orders (established accounts)
          - ACH/Wire transfer
          - Net 30 terms (qualified businesses)

          ## Can I return paper products?
          Yes, unopened reams can be returned within 30 days.

          ## What makes Paperlayer different?
          - Expert advice on paper selection
          - Personal service from dedicated account managers
          - Local delivery and same-day service
          - Competitive pricing with volume discounts

      - name: 'Product Specifications'
        external_link: 'https://paperlayer.com/faq/products'
        status: 'available'
        content: |
          # Product Specifications FAQs

          ## What does paper brightness mean?
          Brightness is measured 0-100. Higher = whiter, brighter.
          - 92: Standard brightness
          - 94-96: Premium brightness
          - 98+: Ultra-premium brightness

          ## What's the difference between 20lb and 24lb?
          The number refers to the weight of 500 sheets.
          - 20lb: Standard, economical
          - 24lb: Heavier, more professional
          - 28lb: Premium for presentations
          - 32lb: Luxury for executive use

          ## Is your paper acid-free?
          Yes, all our copy paper is acid-free for archival quality.

          ## Do you carry recycled paper?
          Yes! Our Eco-Friendly line: 30% post-consumer recycled, FSC certified.

          ## What sizes do you offer?
          - Letter: 8.5" x 11" (most common)
          - Legal: 8.5" x 14"
          - Tabloid: 11" x 17"
          - Custom sizes for bulk orders

          ## Can I get colored paper?
          Yes! Pastels: Ivory, Pink, Blue, Green, Yellow
          Brights: Red, Orange, Purple
          Custom colors for bulk orders

      - name: 'Bulk Ordering Guide'
        external_link: 'https://paperlayer.com/guides/bulk-orders'
        status: 'available'
        content: |
          # Bulk Ordering Guide

          ## Benefits of Bulk Orders

          ### Cost Savings
          - 50-99 cases: Save 10%
          - 100-249 cases: Save 15%
          - 250+ cases: Save 20%

          ### Additional Perks
          - Dedicated account manager
          - Priority customer service
          - Flexible payment terms (Net 30/60/90)
          - Free delivery on orders over 100 cases
          - Scheduled recurring deliveries

          ## How to Place a Bulk Order

          1. Contact our bulk sales team
             - Email: bulk@paperlayer.com
             - Phone: 1-800-BULK-PAPER

          2. Discuss your needs
             - Types of paper needed
             - Estimated volume
             - Delivery schedule

          3. Receive custom quote within 24 hours

          4. Review and sign agreement
             - No long-term contracts required
             - Flexible terms available

          ## Storage Tips
          - Store in cool, dry place (60-70°F)
          - Keep away from direct sunlight
          - Maintain 40-60% humidity
          - Store flat, not on edge

contacts:
  # Bulk Order Customers
  - name: "David Wallace"
    email: "david@techcorp.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: high
        assignee: marcus@paperlayer.com
        labels:
          - bulk-order
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Hi, I need a quote for 200 cases of copy paper for our corporate offices. What kind of pricing can you offer?"
          - message_type: outgoing
            sender: marcus@paperlayer.com
            content: "Great! For 200 cases, you qualify for our 15% volume discount. That brings the price down to $38.25 per case. Would you like me to prepare a formal quote?"
          - message_type: incoming
            content: "Yes please. How soon can you deliver to multiple locations?"

  - name: "Sarah Mitchell"
    email: "sarah.mitchell@globalent.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "sarah.mitchell@globalent.com"
        priority: medium
        assignee: emily@paperlayer.com
        labels:
          - bulk-order
        messages:
          - message_type: incoming
            content: "We're opening 5 new offices and need to set up recurring paper orders. Can you help with bulk pricing?"
          - message_type: outgoing
            sender: emily@paperlayer.com
            content: "Absolutely! For recurring orders over 250 cases, you get 20% off plus a dedicated account manager. When would be a good time to discuss the details?"

  # Custom Printing Requests
  - name: "Jessica Turner"
    email: "j.turner@summit.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: alex@paperlayer.com
        labels:
          - custom-printing
        messages:
          - message_type: incoming
            content: "Do you offer custom letterhead printing? We need about 10 reams with our company logo."
          - message_type: outgoing
            sender: alex@paperlayer.com
            content: "Yes! We can do custom letterhead with a minimum order of 5 reams. For 10 reams on 28lb premium paper, it would be around $200. Turnaround is 5-7 business days. Do you have your design file ready?"

  - name: "Michael Stevens"
    email: "mstevens@brightfuture.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: urgent
        assignee: jennifer@paperlayer.com
        labels:
          - custom-printing
          - urgent
        messages:
          - message_type: incoming
            content: "We have a trade show next week and need 1000 business cards ASAP. Can you rush this?"
          - message_type: outgoing
            sender: jennifer@paperlayer.com
            content: "For rush orders, we can turn it around in 2-3 business days for an additional $50 rush fee. Would that work for your timeline?"

  # Urgent Delivery
  - name: "Ryan Howard"
    email: "ryan@metrosolutions.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: urgent
        assignee: tom@paperlayer.com
        labels:
          - urgent
          - delivery-issue
        messages:
          - message_type: incoming
            content: "EMERGENCY! We ran out of paper and have a big presentation tomorrow morning. Can you deliver today?"
          - message_type: outgoing
            sender: tom@paperlayer.com
            content: "Yes, we can do same-day delivery within 50 miles if you order before noon. What's your location and how many reams do you need?"
          - message_type: incoming
            content: "We're downtown and need 50 reams of premium white paper. How much for rush delivery?"

  - name: "Amanda Foster"
    email: "afoster@pacificgroup.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        priority: urgent
        assignee: lisa@paperlayer.com
        labels:
          - urgent
        messages:
          - message_type: incoming
            content: "Can you deliver 30 reams by end of day? We have an urgent project."
          - message_type: outgoing
            sender: lisa@paperlayer.com
            content: "Yes! For same-day delivery, there's a $50 rush fee. I'll get this processed immediately. What's your delivery address?"

  # Product Questions
  - name: "Laura Chen"
    email: "laura@alliancepartners.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: rachel@paperlayer.com
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "What's the difference between 20lb and 24lb paper? Which one is better for presentations?"
          - message_type: outgoing
            sender: rachel@paperlayer.com
            content: "20lb is our standard weight for everyday printing. 24lb is heavier with a more professional feel and less see-through. For presentations, I'd definitely recommend 24lb or even 28lb for the best impression!"

  - name: "Daniel Park"
    email: "dpark@premierservices.com"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "dpark@premierservices.com"
        assignee: alex@paperlayer.com
        labels:
          - product-question
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Do you have recycled paper options? We're trying to go green and need eco-friendly supplies."
          - message_type: outgoing
            sender: alex@paperlayer.com
            content: "Yes! Our Eco-Friendly line is 30% post-consumer recycled content and FSC certified. It's $48 per case, just $3 more than standard paper. Great choice for sustainability!"

  # Delivery Issues
  - name: "Karen Williams"
    email: "kwilliams@apexindustries.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "kwilliams@apexindustries.com"
        priority: high
        assignee: tom@paperlayer.com
        labels:
          - delivery-issue
        messages:
          - message_type: incoming
            content: "My order #12345 hasn't arrived yet. It was supposed to be here yesterday. Can you check the status?"
          - message_type: outgoing
            sender: tom@paperlayer.com
            content: "I apologize for the delay. Let me track that order for you right away and find out what happened."

  - name: "Christopher Lee"
    email: "clee@horizontech.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: lisa@paperlayer.com
        labels:
          - delivery-issue
        messages:
          - message_type: incoming
            content: "What are your delivery hours? We have limited receiving times at our warehouse."
          - message_type: outgoing
            sender: lisa@paperlayer.com
            content: "Our standard delivery window is 9 AM - 5 PM. We can accommodate specific time windows with advance notice. What times work best for you?"
          - message_type: incoming
            content: "10 AM - 2 PM would be ideal for us."

  # Pricing Inquiries
  - name: "Patricia Harris"
    email: "pharris@fusioncons.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: marcus@paperlayer.com
        labels:
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Can you send me your current price list for all paper weights and types?"
          - message_type: outgoing
            sender: marcus@paperlayer.com
            content: "Of course! I'll email you our comprehensive price list. Are you interested in standard sizes or do you need custom dimensions as well?"

  - name: "Robert Johnson"
    email: "rjohnson@nexushold.com"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "rjohnson@nexushold.com"
        assignee: emily@paperlayer.com
        labels:
          - pricing-inquiry
          - bulk-order
        messages:
          - message_type: incoming
            content: "What kind of discount can you offer for an annual contract of 500+ cases?"
          - message_type: outgoing
            sender: emily@paperlayer.com
            content: "For annual contracts of 500+ cases, you qualify for our top tier 20% discount, plus free delivery, dedicated account manager, and flexible payment terms. I'd love to discuss this further!"

  # Mixed Scenarios
  - name: "Elizabeth Brown"
    email: "ebrown@zenithpartners.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        priority: medium
        assignee: david@paperlayer.com
        labels:
          - product-question
          - custom-printing
        messages:
          - message_type: incoming
            content: "I need colored paper for our marketing materials. What colors do you stock?"
          - message_type: outgoing
            sender: david@paperlayer.com
            content: "We stock pastels (Ivory, Pink, Blue, Green, Yellow) and brights (Red, Orange, Purple). For bulk orders, we can also do custom colors. What quantities are you looking at?"

  - name: "James Martinez"
    email: "jmartinez@atlasgroup.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: jennifer@paperlayer.com
        messages:
          - message_type: incoming
            content: "Do you offer volume discounts? We typically order 50-100 cases per quarter."
          - message_type: outgoing
            sender: jennifer@paperlayer.com
            content: "Yes! For 50-99 cases you get 10% off, and for 100-249 cases you get 15% off. With your quarterly volume, you'd qualify for our 10-15% tier. Would you like to discuss a recurring order setup?"

  - name: "Nancy Taylor"
    email: "ntaylor@infinitysol.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "ntaylor@infinitysol.com"
        priority: low
        assignee: rachel@paperlayer.com
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "What's the shelf life of paper? We're considering buying in bulk but worried about storage."
          - message_type: outgoing
            sender: rachel@paperlayer.com
            content: "Paper stored properly in a cool, dry place will last indefinitely! Just keep it at 60-70°F with 40-60% humidity, away from direct sunlight. Many of our customers stock 6-12 months worth with no issues."

  - name: "Steven Clark"
    email: "sclark@eclipseent.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: high
        assignee: marcus@paperlayer.com
        labels:
          - bulk-order
          - urgent
        messages:
          - message_type: incoming
            content: "We need 150 cases delivered next week. Can you handle that volume on short notice?"
          - message_type: outgoing
            sender: marcus@paperlayer.com
            content: "Absolutely! We have that in stock. For 150 cases, you get our 15% volume discount. With express delivery, we can have it there within 2-3 business days. Shall I prepare the quote?"

  - name: "Michelle Adams"
    email: "madams@quantumlabs.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: alex@paperlayer.com
        labels:
          - custom-printing
        messages:
          - message_type: incoming
            content: "Can you help with envelope printing to match our custom letterhead?"
          - message_type: outgoing
            sender: alex@paperlayer.com
            content: "Yes! We can print envelopes to match your letterhead design. Minimum order is 500 envelopes. Would you like me to send you pricing and design specifications?"

  # UNASSIGNED CONVERSATIONS
  - name: "Brian Cooper"
    email: "bcooper@techstart.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: medium
        labels:
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Hi! I'm looking for a quote on 75 cases of 24lb paper. What's your best price?"

  - name: "Samantha Lee"
    email: "slee@innovatecorp.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "Do you have any paper options that are certified sustainable or eco-friendly?"

  - name: "Timothy Davis"
    email: "tdavis@startupventures.com"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "tdavis@startupventures.com"
        priority: high
        labels:
          - bulk-order
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "We're a fast-growing startup and need to set up a regular paper supply. What kind of programs do you have for recurring orders?"

  - name: "Angela White"
    email: "awhite@designstudio.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        labels:
          - custom-printing
        messages:
          - message_type: incoming
            content: "I need 2000 business cards printed on thick cardstock. What's your turnaround time and pricing?"

  - name: "Victor Santos"
    email: "vsantos@manufacturingco.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: urgent
        labels:
          - urgent
          - delivery-issue
        messages:
          - message_type: incoming
            content: "URGENT: Our shipment was supposed to arrive yesterday but we haven't received it. Order #78934. Can someone check on this ASAP?"

  - name: "Rebecca Martinez"
    email: "rmartinez@consultingfirm.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "rmartinez@consultingfirm.com"
        messages:
          - message_type: incoming
            content: "What's the difference between your standard brightness and premium brightness paper? Is it worth the extra cost?"

  - name: "Gregory Moore"
    email: "gmoore@lawfirm.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: medium
        labels:
          - custom-printing
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "We need custom letterhead for our law firm - very professional looking. Can you provide samples of your premium paper stock?"

  - name: "Diana Foster"
    email: "dfoster@realestate.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        messages:
          - message_type: incoming
            content: "I need colored paper for flyers - bright colors that will stand out. What do you have available?"

  # MORE ASSIGNED CONVERSATIONS
  - name: "Andrew Phillips"
    email: "aphillips@financecorp.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: marcus@paperlayer.com
        priority: high
        labels:
          - bulk-order
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "We need 300 cases for Q2. Can you provide a detailed quote including delivery to 3 different office locations?"
          - message_type: outgoing
            sender: marcus@paperlayer.com
            content: "Absolutely! For 300 cases you qualify for our top 20% discount. I'll prepare a detailed quote for multi-location delivery. Can you provide the three delivery addresses?"

  - name: "Monica Richardson"
    email: "mrichardson@healthcare.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "mrichardson@healthcare.com"
        assignee: jennifer@paperlayer.com
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "We're a medical practice and print a lot of patient forms. What paper weight would you recommend for forms that need to go through a printer and be easy to write on?"
          - message_type: outgoing
            sender: jennifer@paperlayer.com
            content: "For medical forms, I'd recommend our 24lb paper. It's heavy enough to feel professional and prevents bleed-through when writing, but still feeds smoothly through printers. Would you like to order some samples to test?"

  - name: "Kenneth Baker"
    email: "kbaker@schooldistrict.edu"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: emily@paperlayer.com
        priority: medium
        labels:
          - bulk-order
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Our school district needs to order paper for the upcoming semester. We're looking at around 400 cases. Do you offer educational discounts?"
          - message_type: outgoing
            sender: emily@paperlayer.com
            content: "Yes! For educational institutions, we offer our standard 20% bulk discount on 250+ cases, plus we can provide flexible payment terms. I'd love to discuss your specific needs - when does your semester start?"

  - name: "Brenda Hayes"
    email: "bhayes@printshop.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: david@paperlayer.com
        labels:
          - bulk-order
        messages:
          - message_type: incoming
            content: "We're a print shop and go through A LOT of paper. Need to set up weekly deliveries. Can you handle that?"
          - message_type: outgoing
            sender: david@paperlayer.com
            content: "Absolutely! We have several print shops as clients with scheduled weekly deliveries. What's your typical weekly volume? We can set up automatic ordering and delivery to keep you stocked."

  - name: "Frank Wright"
    email: "fwright@architectfirm.com"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "fwright@architectfirm.com"
        assignee: alex@paperlayer.com
        labels:
          - product-question
          - custom-printing
        messages:
          - message_type: incoming
            content: "Do you carry 11x17 paper for architectural drawings? We need something heavier than standard copy paper."
          - message_type: outgoing
            sender: alex@paperlayer.com
            content: "Yes! We carry 11x17 in both 28lb and 32lb weights, which are perfect for architectural prints. The 32lb gives an extra professional feel. Would you like pricing for both options?"

  - name: "Dorothy Collins"
    email: "dcollins@nonprofitorg.org"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: rachel@paperlayer.com
        priority: low
        labels:
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "We're a nonprofit organization. Do you offer any special pricing for nonprofits?"
          - message_type: outgoing
            sender: rachel@paperlayer.com
            content: "Yes! We support nonprofits with special pricing. Our bulk discounts apply, and for registered 501(c)(3) organizations, we can offer an additional 5% off. What's your typical monthly paper usage?"

  # MORE UNASSIGNED
  - name: "Peter Nelson"
    email: "pnelson@marketingagency.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        priority: medium
        labels:
          - custom-printing
        messages:
          - message_type: incoming
            content: "We need to print glossy marketing materials. Do you offer photo paper or glossy cardstock?"

  - name: "Catherine Brooks"
    email: "cbrooks@accounting.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "cbrooks@accounting.com"
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "For tax documents and client files, what paper do you recommend? We need something that feels professional and will last."

  - name: "Raymond Scott"
    email: "rscott@insurance.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        messages:
          - message_type: incoming
            content: "Just wanted to say we received our last order and the quality was excellent! Looking to reorder the same 100 cases."

  - name: "Helen Garcia"
    email: "hgarcia@eventplanning.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        priority: urgent
        labels:
          - urgent
          - custom-printing
        messages:
          - message_type: incoming
            content: "We have an event in 4 days and need 500 programs printed on nice cardstock. Is this possible?"

  - name: "Albert Turner"
    email: "aturner@construction.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        labels:
          - delivery-issue
        messages:
          - message_type: incoming
            content: "Can you deliver to a construction site? We need paper for our on-site office but the address might be tricky."

  - name: "Sandra Mitchell"
    email: "smitchell@retailchain.com"
    gender: 'female'
    conversations:
      - channel: Channel::Email
        source_id: "smitchell@retailchain.com"
        priority: high
        labels:
          - bulk-order
        messages:
          - message_type: incoming
            content: "We have 12 retail locations and need coordinated delivery to all of them. Can you handle multi-location deliveries?"

  - name: "Walter Campbell"
    email: "wcampbell@engineering.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        messages:
          - message_type: incoming
            content: "Looking for paper that works well with laser printers - we print thousands of engineering specs daily."

  - name: "Donna Kelly"
    email: "dkelly@university.edu"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        priority: medium
        labels:
          - bulk-order
          - pricing-inquiry
        messages:
          - message_type: incoming
            content: "Our university bookstore wants to stock Paperlayer products. Do you have a wholesale program?"

  - name: "Carl Rodriguez"
    email: "crodriguez@government.gov"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "crodriguez@government.gov"
        labels:
          - bulk-order
        messages:
          - message_type: incoming
            content: "Government agency here - we need to submit purchase orders through our procurement system. Do you accept government POs?"

  - name: "Patricia Evans"
    email: "pevans@photography.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        labels:
          - product-question
        messages:
          - message_type: incoming
            content: "I'm a photographer and need high-quality photo paper for client prints. What options do you have?"

  - name: "Joshua King"
    email: "jking@techsupport.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: lisa@paperlayer.com
        priority: medium
        labels:
          - delivery-issue
        messages:
          - message_type: incoming
            content: "We ordered 2 days ago and need to change the delivery address. Order #89432. Is it too late?"
          - message_type: outgoing
            sender: lisa@paperlayer.com
            content: "Let me check on that order for you right away. If it hasn't shipped yet, we can update the address. One moment please."

  - name: "Betty Lewis"
    email: "blewis@bookpublisher.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: marcus@paperlayer.com
        labels:
          - bulk-order
          - product-question
        messages:
          - message_type: incoming
            content: "We're a book publisher looking for high-quality paper for limited edition prints. Need something special - recommendations?"
          - message_type: outgoing
            sender: marcus@paperlayer.com
            content: "For limited edition book printing, I'd recommend our 32lb Ultra Premium paper with 98 brightness. It has a luxurious feel perfect for collectors' editions. We also offer cream-colored options if you prefer that classic book aesthetic."

  - name: "Donald Harris"
    email: "dharris@franchise.com"
    gender: 'male'
    conversations:
      - channel: Channel::Email
        source_id: "dharris@franchise.com"
        assignee: emily@paperlayer.com
        priority: high
        labels:
          - bulk-order
        messages:
          - message_type: incoming
            content: "We're opening 5 franchise locations next month. Need to coordinate bulk orders for all locations. Can we get one invoice?"
          - message_type: outgoing
            sender: emily@paperlayer.com
            content: "Absolutely! We handle multi-location franchises regularly. We can coordinate all deliveries and provide one consolidated invoice. Plus you'll qualify for our 20% bulk discount. Let's discuss your specific needs for each location."

  - name: "Barbara Parker"
    email: "bparker@dentaloffice.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: jennifer@paperlayer.com
        messages:
          - message_type: incoming
            content: "Our dental office goes through about 10 cases per month. Can we set up automatic monthly delivery?"
          - message_type: outgoing
            sender: jennifer@paperlayer.com
            content: "Perfect! We can absolutely set up recurring monthly deliveries. With 10 cases per month, you qualify for our 10% volume discount. I'll set this up for you - what date works best for delivery each month?"

  - name: "Ronald Adams"
    email: "radams@cardealer.com"
    gender: 'male'
    conversations:
      - channel: Channel::WebWidget
        assignee: david@paperlayer.com
        labels:
          - custom-printing
        messages:
          - message_type: incoming
            content: "We need custom printed paper for vehicle contracts - need company logo watermarked. Can you do this?"
          - message_type: outgoing
            sender: david@paperlayer.com
            content: "Yes! We can do custom watermarked paper for your contracts. For legal documents, I'd recommend 28lb weight. Minimum order is 10 reams. Would you like to discuss your logo specifications?"

  - name: "Sharon Thomas"
    email: "sthomas@advertising.com"
    gender: 'female'
    conversations:
      - channel: Channel::WebWidget
        assignee: alex@paperlayer.com
        priority: high
        labels:
          - custom-printing
          - urgent
        messages:
          - message_type: incoming
            content: "Client presentation tomorrow! Need 200 color copies on premium paper. Too late?"
          - message_type: outgoing
            sender: alex@paperlayer.com
            content: "We can help! If you can get your files to us by 2 PM today, we can have 200 color copies on 32lb premium paper ready for pickup tomorrow morning. Would that work?"