docs(ai-copilot): 按两个 skill 源码写实 Customer 360 与工单分流的客户画像 (#840)

.changeset/copilot-customer-since-ghost.md

@@ -0,0 +1,48 @@
+---
+'hotcrm': patch
+---
+
+Retire the last six homes of the ghost **Customer Since** field, on the two
+AI Copilot skill pages, in all three languages.
+
+#805 / PR #823 corrected `revenue/contracts.mdx` and #824 / PR #841 corrected
+`revenue/index.mdx` and `sales/accounts.mdx`. The same claim survived on
+`ai-copilot/sales-copilot.mdx` and `ai-copilot/service-copilot.mdx` under a
+spelling the earlier keyword sweeps could not see: the English pages wrote
+`customer-since` with a hyphen, the Chinese pages translated it to
+"the date they became a customer".
+
+These two were the worst-placed of the family, because they described what a
+skill *reads*. A reader writing a prompt against the docs would expect Customer
+360° and Case Triage to be able to answer "how long has this account been a
+customer". Neither skill can. `crm_account` has no `customer_since` field and
+no field of any name records when an account became a customer
+(`src/objects/account.object.ts`); contract activation
+(`src/objects/contract.hook.ts`) stamps **Signed Date** on the *contract* and
+flips the account's **Type** to *Customer*, writing no date to the account.
+
+Both bullets are now written from the skill sources, which are the only
+authority on what a skill reads:
+
+- **Customer 360°** (`src/skills/customer-360.skill.ts`) `get_record`s the
+  account, so the relationship snapshot is the account's **Customer Tier** and
+  its owner — both real fields. The page now says plainly that no
+  customer-since date exists to snapshot, and sends a tenure question to the
+  contract's **Signed Date** or **Start Date**.
+- **Case Triage** (`src/skills/case-triage.skill.ts`) weighs "customer tier and
+  contract value" first in its rubric, and never mentions tenure. The page now
+  names those two, and says tenure is not weighed and has no field to be
+  weighed from.
+
+As in PR #841, the name *Customer Since* is not silently deleted — a reader who
+came looking for it needs somewhere to land.
+
+Two Chinese field names are aligned to the locale pack in the sentences that
+were rewritten (#825 precedent): the `tier` field is 客户分层 / 客戶分層 as
+`src/translations/zh-CN.ts` ships it, not the pages' 客户层级, which on
+`sales/accounts.zh-Hans.mdx` already means account *hierarchy*.
+
+Documentation only — no metadata, behaviour or field changes, and `src/**` is
+untouched. Whether the two skills *should* be given this data point is a
+product decision and stays open; this change only stops the docs from promising
+they already have it. Fixes #840.

content/docs/ai-copilot/sales-copilot.mdx

@@ -107,7 +107,7 @@ manager sees their team's, a director sees the rollup.
 
 On any account or contact, ask *"Give me a 360° view"* and you get:
 
-- **Relationship snapshot** — account tier, customer-since date, account owner.
+- **Relationship snapshot** — the account's **Customer Tier** and its owner, read straight off the account record. There is no *customer-since* date to snapshot: `crm_account` carries no field of any name for when an account became a customer, so "how long have they been with us?" has to be answered from the contract's **Signed Date** or **Start Date**.
 - **Active deals** — open opportunities with stage and amount.
 - **Recent activity** — last call, meeting, email.
 - **Open cases** — any service tickets, with priority and age.

content/docs/ai-copilot/sales-copilot.zh-Hans.mdx

@@ -101,7 +101,7 @@ ObjectStack 环境已经自带的 **平台助手**（`ask`）之上。当你在
 
 在任意客户或联系人上，问 *"给我一个 360° 视图"*，你会得到：
 
-- **关系快照**——客户层级、成为客户的日期、客户负责人。
+- **关系快照**——客户的**客户分层**与**客户负责人**，直接从客户记录上读到。没有"成为客户的日期"可供快照：`crm_account` 上没有任何名字的字段记录客户何时成为客户，所以"这家客户跟了我们多久"只能从合同的**签署日期**或**开始日期**去回答。
 - **进行中的交易**——带阶段和金额的开放商机。
 - **近期活动**——最近一次通话、会议、邮件。
 - **未结工单**——任何服务工单，及其优先级和存续时长。

content/docs/ai-copilot/sales-copilot.zh-Hant.mdx

@@ -101,7 +101,7 @@ ObjectStack 環境已經自帶的 **平台助手**（`ask`）之上。當你在
 
 在任意客戶或聯絡人上，問 *「給我一個 360° 視圖」*，你會得到：
 
-- **關係快照**——客戶層級、成為客戶的日期、客戶負責人。
+- **關係快照**——客戶的**客戶分層**與**客戶負責人**，直接從客戶記錄上讀到。沒有「成為客戶的日期」可供快照：`crm_account` 上沒有任何名字的欄位記錄客戶何時成為客戶，所以「這家客戶跟了我們多久」只能從合約的**簽署日期**或**開始日期**去回答。
 - **進行中的交易**——帶階段和金額的開放商機。
 - **近期活動**——最近一次通話、會議、郵件。
 - **未結工單**——任何服務工單，及其優先順序和存續時長。

content/docs/ai-copilot/service-copilot.mdx

@@ -35,7 +35,7 @@ Data carry no context restriction and are available everywhere.
 Ask the assistant to triage a case and it analyses:
 
 - The **subject** and **description**.
-- The **customer's profile** (account tier, customer-since, contract).
+- The **customer's profile** — the account's **Customer Tier** and the **Contract Value**, which the triage rubric weighs first. How long they have been a customer is not weighed, and could not be: `crm_account` has no *customer-since* field under any name, and the closest real date sits on the contract (**Signed Date**).
 - **Historical cases** from the same account and contact.
 - The **product** referenced in the case.
 - The **Support Knowledge** knowledge base for matching articles.

content/docs/ai-copilot/service-copilot.zh-Hans.mdx

@@ -31,7 +31,7 @@ Customer 360°、邮件撰写和实时数据没有上下文限制，处处可用
 请助手分流一个工单，它会分析：
 
 - **主题** 和 **描述**。
-- **客户的画像**（客户层级、成为客户的日期、合同）。
+- **客户的画像**——客户的**客户分层**与**合同金额**，这两项是分流评判标准里排在最前面的权重。跟了我们多久不参与评判，也无从参与：`crm_account` 上没有任何名字的字段记录"成为客户的日期"，最接近的真实日期在合同上（**签署日期**）。
 - 来自同一客户和联系人的 **历史工单**。
 - 工单中引用的 **产品**。
 - **支持知识** 知识库中的匹配文章。

content/docs/ai-copilot/service-copilot.zh-Hant.mdx

@@ -31,7 +31,7 @@ Customer 360°、郵件撰寫和即時資料沒有情境限制，處處可用。
 請助手分流一個工單，它會分析：
 
 - **主題** 和 **描述**。
-- **客戶的畫像**（客戶層級、成為客戶的日期、合約）。
+- **客戶的畫像**——客戶的**客戶分層**與**合約金額**，這兩項是分流評判標準裡排在最前面的權重。跟了我們多久不參與評判，也無從參與：`crm_account` 上沒有任何名字的欄位記錄「成為客戶的日期」，最接近的真實日期在合約上（**簽署日期**）。
 - 來自同一客戶和聯絡人的 **歷史工單**。
 - 工單中引用的 **產品**。
 - **支援知識** 知識庫中的匹配文章。