Tích hợp Pancake CRM (Pancake CRM Integration)

Tích hợp inbound webhook 1 chiều Pancake CRM → Diva CRM chấm dứt việc copy-paste thủ công 50-200 lead/ngày từ 40+ kênh (FB, Zalo, TikTok, Google Ads...) sang Diva. Hệ thống auto match khách theo phone E.164, tạo/cập nhật account + ticket, auto-assign telesale theo round-robin chi nhánh (REUSE ticket_distribute), notify realtime — đảm bảo telesale phản hồi trong window vàng 30 phút. MVP-1 tập trung zero-miss SLO với 4-layer outage recovery (fail-open webhook + adaptive polling + daily reconciliation + DLQ replay).

Effort: ~44.25 dev-days (post Pass 1 review) · Calendar: 6 tuần · Team: 2 BE + 1 FE + 1 QA + 1 Ops · Pilot: 4 tuần (W1=1 source → W4=40+).

Tài liệu

File	Nội dung	Đọc bởi
Decision Brief	Tóm tắt 5 phút package + 28 DEC + 14 PD	PO/TL/Sếp
PRD	Z (28 DEC) + A0-A12 + 6 FORMULA + LIFECYCLE-001/002	PO/TL/QA/All
UI Spec	B-PRE → B0-B9 + 6 SCR + 12 edge case nhóm + 32 risk	FE Dev, UI/UX
Dev Spec	C1-C13 + 5 bảng + 8 migration + 7 cron + 15-step handler + direct pgxpool architecture	BE/FE/Tech Lead
QA Test Plan	D1-D7 + 127 test case + chaos test outage + load test 500 req/s burst	QA
Handoff	RACI + timeline 6 tuần + 14 PD blockers	PM/TL/Delivery
Go-Live Checklist	E1-E7 Pilot W1-W4 gates + rollback 4-tier + HMAC verification path	Ops/TL

Highlights

• Architecture: Split services/webhook (transport return 200<1s fail-open) + services/crm-api (async business logic via Hasura event trigger). Pancake handler dùng direct pgxpool.Pool cho 15-step atomic flow (DEC-028 — bypass Hasura cho transaction + advisory lock).
• Idempotency: 3-tuple (record_id, modified_on, payload_hash) UNIQUE với NULLS NOT DISTINCT (PG 15+) hoặc partial index (PG <15).
• Reuse: Round-robin telesale REUSE services/crm-api/scheduler/distribute_ticket.go:157 GetTicketUpdates (-1.5d effort vs build counter mới).
• Outage recovery 4 layer: webhook + Cron 6 adaptive polling (fixed schedule + handler throttle) + Cron 7 daily reconciliation 25h overlap + DLQ Admin replay UI.
• Pilot rollout: Feature flag 3 mức (app_setting kill switch + connection status + per-source is_active).
• Smart update Q2.b: Chỉ tạo ticket khi phone/source/VIP-tag đổi — giảm ~70% spam ticket cho khách Pancake update info liên tục.
• Compliance: Opt-out marketing qua customer_consent.consent_data.marketing (reuse existing table, KHÔNG add column do_not_contact).

Lịch sử thay đổi

Version	Ngày	Thay đổi	File	Ảnh hưởng
v1.0	15/05/2026	Initial release sau Phase 5.2 Multi-Perspective Review (PO/BA + Tech Lead + QA/DevOps + FE/UX). 28 DEC chốt + 14 PD tracked. Architecture DEC-028 direct pgxpool foundation. F18 = 4 file delta (verified). Slot 9 ticket_source_pancake mới. 127 test case + 5 KPI metrics + 3 alertmanager rules.	All	All

Internal artifacts (chỉ trong diva-group, KHÔNG publish public)

• EVIDENCE_PACK.md — Phase 3 discovery + bằng chứng code/screen/DB
• SOURCE_OF_TRUTH.md — 28 DEC canonical + Solution Lock
• REVIEW_REPORT.md — Phase 5.2 Multi-Perspective Review consolidated
• _consistency-matrix.md — Cross-spec consistency check

Lý do internal: derivation source — designer/dev không cần đọc trực tiếp.

Liên hệ

Vấn đề	Liên hệ
Pancake support (PD-001/002)	Ops lead — Zalo 0972273341
Schema migration / Hasura	Tech Lead → DevOps backup
KPI/Conversion data	PO/BA → Manager backup
Production outage Pancake	Ops on-call → PO/BA backup