classDiagram
    class Agent {
        +str id
        +str user_id
        +str name
        +str status
        +str role
        +list skill_tags
        +int current_load
        +int max_load
        +datetime created_at
        +datetime updated_at
    }

    class SystemConfig {
        +str id
        +str config_key
        +str config_value
        +str description
        +datetime updated_at
    }

    class ConfigChangeLog {
        +str id
        +str config_key
        +str old_value
        +str new_value
        +str changed_by
        +datetime changed_at
    }

    class QuickReplyTemplate {
        +str id
        +str category
        +str title
        +str content
        +list variables
        +int sort_order
        +str status
        +int version
        +str submitted_by
        +datetime created_at
        +datetime updated_at
    }

    class Conversation {
        +str id
        +str employee_id
        +str employee_name
        +str status
        +int urgency_score
        +str assigned_agent_id
        +datetime created_at
    }

    ConfigChangeLog --> SystemConfig : tracks changes to
    ConfigChangeLog --> Agent : changed_by
    QuickReplyTemplate --> Agent : submitted_by
    Conversation --> Agent : assigned_agent_id
