docs(app): add UAT_PLAYBOOK.md section 4.20 for STOP/HELP consent handler

Adds 12 test cases covering:
- STOP/START/HELP flows and their auto-reply verification
- Alias keywords (STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT / UNSTOP, YES, SUBSCRIBE, INFO)
- Idempotency for double STOP and double START
- Case-insensitivity and whitespace trimming
- Non-keyword message rejection
- Consent event audit log verification

Refs: GRO-1205, GRO-1469, PR #426

Co-Authored-By: Paperclip <noreply@paperclip.ing>

UAT_PLAYBOOK.md

@@ -78,6 +78,13 @@ GroomBook is an open-source, self-hostable pet grooming business management & CR
 | TC-APP-4.5.4 | Calendar view (day/week/month) | 1. Navigate to Calendar<br>2. Switch between day, week, and month views | Calendar displays appointments in selected time range correctly |
 | TC-APP-4.5.5 | Appointment groups | 1. Create multiple appointments for same time slot<br>2. View in calendar | Appointments are grouped/linked appropriately |
 | TC-APP-4.5.6 | Appointment availability check | 1. Attempt to book appointment during unavailable slot | System shows conflict or prevents double-booking |
+| TC-APP-4.5.7 | Booking wizard — size/coat selection | 1. Start new appointment booking wizard<br>2. Select a pet with sizeCategory and coatType set<br>3. Observe the service/slot selection step | Size and coat type dropdowns are displayed and persist the pet's existing values |
+| TC-APP-4.5.8 | Large/X-Large pet slot duration reflects buffer | 1. Add a pet with sizeCategory = "large" or "x-large" to an appointment<br>2. Note the service duration<br>3. Complete booking and inspect the appointment | Appointment slot includes the service duration plus the configured buffer for the pet's size category |
+| TC-APP-4.5.9 | Appointment overrun cascades downstream | 1. Book three consecutive same-groomer appointments (A → B → C)<br>2. Manually extend appointment A's endTime so it overlaps B's startTime by ≥15 min<br>3. Observe appointment B | Appointment B (and C if still overlapping) is automatically shifted forward by the overrun delta + buffer; no error thrown |
+| TC-APP-4.5.10 | Cascaded appointments appear at new times | 1. Complete TC-APP-4.5.9<br>2. Check the calendar/list view | Appointments B and C are now shown at their shifted start/end times |
+| TC-APP-4.5.11 | Client receives reschedule notification email | 1. Complete TC-APP-4.5.9<br>2. Check the client's email (or notification log) | Client receives an email with subject/lines indicating their appointment was rescheduled from original time to new time |
+| TC-APP-4.5.12 | Appointment flagged when shift crosses day boundary | 1. Book appointment D for late afternoon (e.g. 17:30)<br>2. Extend a prior appointment so D would shift to the next day<br>3. Observe D | Appointment D is flagged for manual review and is NOT auto-shifted to the next day |
+| TC-APP-4.5.13 | Only scheduled/confirmed appointments are cascaded | 1. Start a cascade scenario (TC-APP-4.5.9) where a downstream appointment is already `in_progress`<br>2. Complete the cascade | The `in_progress` appointment is not shifted; cascade continues to next eligible appointment |
 
 ### 4.6 Services
 
@@ -119,6 +126,15 @@ GroomBook is an open-source, self-hostable pet grooming business management & CR
 | TC-APP-4.9.4 | Cancel appointment | 1. Select upcoming appointment<br>2. Click "Cancel"<br>3. Provide reason | Appointment is cancelled, notification sent to business |
 | TC-APP-4.9.5 | View appointment history | 1. Navigate to "History" tab | All past appointments with details are shown |
 
+### 4.9.1 Communication Tab
+
+| # | Scenario | Steps | Expected |
+|---|----------|-------|----------|
+| TC-APP-4.9.6 | View message history (conversation exists) | 1. Log in as client with existing conversation<br>2. Navigate to Communication tab | Real message history is displayed (not mock data) |
+| TC-APP-4.9.7 | Empty state (no conversation yet) | 1. Log in as client with no conversation<br>2. Navigate to Communication tab | Empty state is shown; app does not crash or show mock messages |
+| TC-APP-4.9.8 | Composer disabled | 1. Log in as client<br>2. Navigate to Communication tab | Composer/Reply field is hidden or disabled with tooltip "Reply from your phone" |
+| TC-APP-4.9.9 | Cross-tenant isolation | 1. As client A, retrieve session token<br>2. Attempt to fetch client B conversation via API | Request returns 403 or empty; client A cannot access client B messages |
+
 ### 4.10 Waitlist
 
 | # | Scenario | Steps | Expected |
@@ -208,6 +224,34 @@ GroomBook is an open-source, self-hostable pet grooming business management & CR
 | TC-APP-4.19.3 | Empty states | 1. Navigate to pages with no data (empty calendar, no clients)<br>2. Verify UI | Helpful empty state message with call-to-action displayed |
 | TC-APP-4.19.4 | Network error handling | 1. Disable network in DevTools<br>2. Attempt actions that require API calls<br>3. Re-enable network | Appropriate error message shown, app recovers when network restored |
 
+### 4.20 Staff Messages
+
+| # | Scenario | Steps | Expected |
+|---|----------|-------|----------|
+| TC-APP-4.20.1 | Staff messages inbox loads | 1. Log in as Staff<br>2. Navigate to Messages | Conversation list renders with client phone and last message preview |
+| TC-APP-4.20.2 | Open conversation | 1. Select a conversation from the list | Full message thread loads chronologically |
+| TC-APP-4.20.3 | Send message | 1. Type a reply and submit | Message appears in thread; POST /api/conversations/:id/messages succeeds |
+| TC-APP-4.20.4 | Empty state | 1. Log in as Staff with no conversations | Empty state shown; no crash |
+| TC-APP-4.20.5 | Unread indicator | 1. Client sends a new message | Thread marked unread until staff views it |
+| TC-APP-4.20.6 | Cross-tenant isolation | 1. Staff from Business A attempts to read Business B conversations | 403 or empty response returned |
+
+### 4.20 SMS Consent (STOP/HELP Keyword Handler)
+
+| # | Scenario | Steps | Expected |
+|---|----------|-------|----------|
+| TC-APP-4.20.1 | STOP → unsubscribe + auto-reply | 1. Send `STOP` (case-insensitive, with whitespace) from a subscribed client's phone number | Client is opted out (`smsOptIn=false`, `smsOptOutDate` set), event is logged, user receives auto-reply: "You have been unsubscribed and will no longer receive messages. Reply START to resubscribe." |
+| TC-APP-4.20.2 | START → resubscribe + auto-reply | 1. Send `START` (case-insensitive) from an opted-out client's phone number | Client is opted back in (`smsOptIn=true`, `smsConsentDate` updated, `smsOptOutDate` cleared), event is logged, user receives auto-reply: "You have been resubscribed to messages. Reply STOP to unsubscribe. Msg & data rates may apply." |
+| TC-APP-4.20.3 | HELP → no opt-in change + default reply | 1. Send `HELP` (case-insensitive) from any client's phone number | No change to opt-in state, no database update, event is logged, user receives auto-reply: "Reply STOP to unsubscribe or START to resubscribe. For help, contact your groomer directly." |
+| TC-APP-4.20.4 | STOPALL / UNSUBSCRIBE / CANCEL / END / QUIT → opt-out | 1. Send each alias from a subscribed client's phone | Same behaviour as STOP: opt-out applied, correct reply sent |
+| TC-APP-4.20.5 | UNSTOP / YES / SUBSCRIBE → opt-in | 1. Send each alias from an opted-out client's phone | Same behaviour as START: opt-in applied, correct reply sent |
+| TC-APP-4.20.6 | INFO → help reply | 1. Send `INFO` from any client's phone | Same behaviour as HELP: no state change, help reply returned |
+| TC-APP-4.20.7 | Double STOP (idempotency) | 1. Send `STOP` from an already-opted-out client | Event is logged, no update call made, idempotent — no duplicate update |
+| TC-APP-4.20.8 | Double START (idempotency) | 1. Send `START` from an already-subscribed client | Event is logged, no update call made, idempotent — no duplicate update |
+| TC-APP-4.20.9 | Case insensitivity | 1. Send `stop`, `Stop`, `sToP`, ` stop ` from subscribed client | All variants are detected and handled as opt-out |
+| TC-APP-4.20.10 | Whitespace trimming | 1. Send `  START  ` or `\tSTOP\n` | Keywords are trimmed before matching |
+| TC-APP-4.20.11 | Non-keyword messages ignored | 1. Send `STOP IT`, `help me`, `hello` | Returns null from `detectKeyword`, no consent event inserted, no reply sent |
+| TC-APP-4.20.12 | Consent event audit log | 1. After any keyword, query `messageConsentEvents` table | Record exists with correct `clientId`, `businessId`, `kind`, and `source: "sms_keyword"` |
+
 ## 5. Pass/Fail Criteria
 
 **Pass:** All test cases execute without errors. Expected results match actual results. No regressions are observed. All functionality works as documented.

apps/api/src/services/messaging/__tests__/consent.test.ts

@@ -0,0 +1,214 @@
+import { describe, it, expect, vi, beforeEach } from "vitest";
+import { detectKeyword } from "../consent.js";
+
+const mockDb = {
+  insert: vi.fn(),
+  update: vi.fn(),
+  select: vi.fn(),
+};
+
+vi.mock("@groombook/db", () => ({
+  getDb: () => mockDb,
+  clients: {},
+  messageConsentEvents: {},
+  businessSettings: {},
+  eq: vi.fn(),
+}));
+
+const { handleConsentKeyword } = await import("../consent.js");
+
+describe("detectKeyword", () => {
+  it.each([
+    ["STOP", "opt_out"],
+    ["STOPALL", "opt_out"],
+    ["UNSUBSCRIBE", "opt_out"],
+    ["CANCEL", "opt_out"],
+    ["END", "opt_out"],
+    ["QUIT", "opt_out"],
+  ])("opt-out keyword %s → opt_out", (keyword, expected) => {
+    expect(detectKeyword(keyword)).toEqual({ kind: expected });
+  });
+
+  it.each([
+    ["START", "opt_in"],
+    ["UNSTOP", "opt_in"],
+    ["YES", "opt_in"],
+    ["SUBSCRIBE", "opt_in"],
+  ])("opt-in keyword %s → opt_in", (keyword, expected) => {
+    expect(detectKeyword(keyword)).toEqual({ kind: expected });
+  });
+
+  it.each([
+    ["HELP", "help"],
+    ["INFO", "help"],
+  ])("help keyword %s → help", (keyword, expected) => {
+    expect(detectKeyword(keyword)).toEqual({ kind: expected });
+  });
+
+  it("is case insensitive", () => {
+    expect(detectKeyword("stop")).toEqual({ kind: "opt_out" });
+    expect(detectKeyword("Stop")).toEqual({ kind: "opt_out" });
+    expect(detectKeyword("sToP")).toEqual({ kind: "opt_out" });
+  });
+
+  it("trims whitespace", () => {
+    expect(detectKeyword("  STOP  ")).toEqual({ kind: "opt_out" });
+    expect(detectKeyword("\tSTART\n")).toEqual({ kind: "opt_in" });
+  });
+
+  it("returns null for non-keyword messages", () => {
+    expect(detectKeyword("hello")).toBeNull();
+    expect(detectKeyword("STOP IT")).toBeNull();
+    expect(detectKeyword("help me")).toBeNull();
+  });
+});
+
+describe("handleConsentKeyword", () => {
+  beforeEach(() => {
+    vi.clearAllMocks();
+    mockDb.insert.mockReturnValue({
+      values: vi.fn().mockResolvedValue([{ id: "event-1" }]),
+    } as any);
+    mockDb.update.mockReturnValue({
+      set: vi.fn().mockReturnValue({
+        where: vi.fn().mockResolvedValue([]),
+      }),
+    } as any);
+  });
+
+  const baseOpts = {
+    clientId: "client-1",
+    businessId: "biz-1",
+    db: mockDb as unknown as ReturnType<typeof import("@groombook/db").getDb>,
+  };
+
+  describe("opt_out", () => {
+    it("inserts consent event with sms_keyword source", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: true }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_out" });
+
+      expect(mockDb.insert).toHaveBeenCalledOnce();
+    });
+
+    it("sets smsOptIn=false and smsOptOutDate when currently opted in", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: true }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_out" });
+
+      expect(mockDb.update).toHaveBeenCalled();
+    });
+
+    it("is idempotent — second opt-out logs event but skips client update", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: false }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_out" });
+
+      expect(mockDb.update).not.toHaveBeenCalled();
+    });
+
+    it("returns unsubscribe reply text", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: true }]),
+          }),
+        }),
+      } as any);
+
+      const result = await handleConsentKeyword({ ...baseOpts, kind: "opt_out" });
+      expect(result.replyText).toBe(
+        "You have been unsubscribed and will no longer receive messages. Reply START to resubscribe."
+      );
+    });
+  });
+
+  describe("opt_in", () => {
+    it("sets smsOptIn=true and smsConsentDate when currently opted out", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: false, smsConsentDate: null }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_in" });
+
+      expect(mockDb.update).toHaveBeenCalled();
+    });
+
+    it("clears smsOptOutDate on opt-in after opt-out", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: false }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_in" });
+
+      expect(mockDb.update).toHaveBeenCalled();
+    });
+
+    it("is idempotent — second opt-in skips client update", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: true }]),
+          }),
+        }),
+      } as any);
+
+      await handleConsentKeyword({ ...baseOpts, kind: "opt_in" });
+
+      expect(mockDb.update).not.toHaveBeenCalled();
+    });
+
+    it("returns resubscribe reply text", async () => {
+      mockDb.select.mockReturnValue({
+        from: vi.fn().mockReturnValue({
+          where: vi.fn().mockReturnValue({
+            limit: vi.fn().mockResolvedValue([{ smsOptIn: false }]),
+          }),
+        }),
+      } as any);
+
+      const result = await handleConsentKeyword({ ...baseOpts, kind: "opt_in" });
+      expect(result.replyText).toBe(
+        "You have been resubscribed to messages. Reply STOP to unsubscribe. Msg & data rates may apply."
+      );
+    });
+  });
+
+  describe("help", () => {
+    it("returns default help reply without querying businessSettings", async () => {
+      const result = await handleConsentKeyword({ ...baseOpts, kind: "help" });
+
+      expect(mockDb.update).not.toHaveBeenCalled();
+      expect(mockDb.select).not.toHaveBeenCalled();
+      expect(result.replyText).toBe(
+        "Reply STOP to unsubscribe or START to resubscribe. For help, contact your groomer directly."
+      );
+    });
+  });
+});

apps/api/src/services/messaging/consent.ts

@@ -0,0 +1,77 @@
+import { clients, messageConsentEvents, eq } from "@groombook/db";
+import type { Db } from "@groombook/db";
+
+export type KeywordKind = "opt_in" | "opt_out" | "help";
+
+const OPT_OUT_KEYWORDS = new Set(["STOP", "STOPALL", "UNSUBSCRIBE", "CANCEL", "END", "QUIT"]);
+const OPT_IN_KEYWORDS = new Set(["START", "UNSTOP", "YES", "SUBSCRIBE"]);
+const HELP_KEYWORDS = new Set(["HELP", "INFO"]);
+
+export function detectKeyword(body: string): { kind: KeywordKind } | null {
+  const normalized = body.trim().toUpperCase();
+  if (OPT_OUT_KEYWORDS.has(normalized)) return { kind: "opt_out" };
+  if (OPT_IN_KEYWORDS.has(normalized)) return { kind: "opt_in" };
+  if (HELP_KEYWORDS.has(normalized)) return { kind: "help" };
+  return null;
+}
+
+export async function handleConsentKeyword(opts: {
+  clientId: string;
+  businessId: string;
+  kind: KeywordKind;
+  db: Db;
+}): Promise<{ replyText: string }> {
+  const { clientId, businessId, kind, db: database } = opts;
+
+  await database.insert(messageConsentEvents).values({
+    clientId,
+    businessId,
+    kind,
+    source: "sms_keyword",
+  });
+
+  if (kind === "opt_out") {
+    const [existing] = await database
+      .select({ smsOptIn: clients.smsOptIn })
+      .from(clients)
+      .where(eq(clients.id, clientId))
+      .limit(1);
+
+    if (existing?.smsOptIn !== false) {
+      await database
+        .update(clients)
+        .set({ smsOptIn: false, smsOptOutDate: new Date() })
+        .where(eq(clients.id, clientId));
+    }
+
+    return {
+      replyText: "You have been unsubscribed and will no longer receive messages. Reply START to resubscribe.",
+    };
+  }
+
+  if (kind === "opt_in") {
+    const [existing] = await database
+      .select({ smsOptIn: clients.smsOptIn, smsConsentDate: clients.smsConsentDate })
+      .from(clients)
+      .where(eq(clients.id, clientId))
+      .limit(1);
+
+    if (existing?.smsOptIn !== true) {
+      await database
+        .update(clients)
+        .set({ smsOptIn: true, smsConsentDate: new Date(), smsOptOutDate: null })
+        .where(eq(clients.id, clientId));
+    }
+
+    return {
+      replyText:
+        "You have been resubscribed to messages. Reply STOP to unsubscribe. Msg & data rates may apply.",
+    };
+  }
+
+  // kind === "help"
+  const replyText =
+    "Reply STOP to unsubscribe or START to resubscribe. For help, contact your groomer directly.";
+
+  return { replyText };
+}

apps/api/src/services/messaging/inbound.ts

@@ -1,5 +1,7 @@
 import { getDb, conversations, messages, businessSettings, clients, eq, and } from "@groombook/db";
 import { v4 as uuidv4 } from "uuid";
+import { detectKeyword, handleConsentKeyword } from "./consent.js";
+import { sendMessage } from "./outbound.js";
 
 export interface TelnyxMessageReceivedPayload {
   data: {
@@ -152,7 +154,7 @@ export async function handleMessageReceived(payload: TelnyxMessageReceivedPayloa
     throw new Error(`No business owns messaging number: ${toPhone}`);
   }
 
-  const { id: conversationId } = await findOrCreateConversation(businessId, fromPhone, toPhone);
+  const { id: conversationId, clientId } = await findOrCreateConversation(businessId, fromPhone, toPhone);
 
   await getDb()
     .update(conversations)
@@ -167,6 +169,22 @@ export async function handleMessageReceived(payload: TelnyxMessageReceivedPayloa
     "received"
   );
 
+  const keyword = detectKeyword(message.body ?? "");
+  if (keyword) {
+    const { replyText } = await handleConsentKeyword({
+      clientId,
+      businessId,
+      kind: keyword.kind,
+      db: getDb(),
+    });
+    await sendMessage({
+      businessId,
+      clientId,
+      body: replyText,
+      sentByStaffId: undefined,
+    });
+  }
+
   return { conversationId, messageId };
 }