Backoffice stage 2: chats (support + concierge, files)

- ChatThread per client/provider and channel; messages get files, internal notes,
  source (bot/mini app) and delivery errors; reply templates. Migration moves old
  concierge messages into threads.
- Routing: subscribers write to the concierge, others to support; /support and
  /concierge in the client bot; staff can take, transfer, close and move threads.
- Telegram: photos/documents from clients and providers, replies with the channel
  header, files sent from storage, notifications only to the assignee or the
  channel's staff, "Reply" into a specific thread.
- New admin: /chats with list, conversation, notes, files, templates, client panel;
  "Message" button on the client card; dashboard counts threads awaiting reply.
- Client mini app: in-app chat screen sharing the same conversation.
- Old admin keeps working on the same data (notes hidden there).
- Tests for routing, notes, assign/close/move, lists, recipients; separate test DB
  via TEST_DB_NAME; dev:chats-demo script.

Co-Authored-By: Claude Opus 5.5 (1M context) <noreply@anthropic.com>

apps/bot-client/src/index.ts

@@ -5,7 +5,20 @@
 import { getDb } from '@barev/db';
 import { createT, formatDateTime, isLocale, LOCALE_NAMES, LOCALES, type Locale } from '@barev/i18n';
 import { decodeStartPayload } from '@barev/core';
-import { addClientMessage, applyAgencyCode, DomainError, getClientByTelegramId, giveConsent, linkWebRequest, setLocale, startClient, type Ctx } from '@barev/services';
+import {
+  addClientMessage,
+  applyAgencyCode,
+  DomainError,
+  getClientByTelegramId,
+  giveConsent,
+  linkWebRequest,
+  setClientChannel,
+  setLocale,
+  startClient,
+  type ChatChannel,
+  type ChatFile,
+  type Ctx,
+} from '@barev/services';
 import { loadRootEnv } from '@barev/services/env';
 import { createQueueNotifier } from '@barev/services/queue';
 import { Bot, InlineKeyboard, type Context } from 'grammy';
@@ -140,19 +153,50 @@ bot.command('app', async (c) => {
 
 bot.command('help', async (c) => c.reply(createT(await localeOf(c.from))('bot.client.help')));
 
-/** ONB-6: ручной ввод кода агентства; любой другой текст — консьержу */
+/** Сообщение в чат команды: подписчик пишет консьержу, остальные — поддержке. Ответ придёт сюда же */
+async function toTeam(c: Context, text: string, file?: ChatFile) {
+  const locale = await localeOf(c.from);
+  const client = await getClientByTelegramId(db, BigInt(c.from!.id));
+  if (!client?.consentAt) return askConsent(c, locale);
+  awaitingCode.delete(c.chat!.id);
+  const res = await addClientMessage(ctx, client.id, text, file);
+  // диалог только что открылся — подтверждаем, что сообщение дошло
+  if (res?.opened) await c.reply(createT(locale)(res.channel === 'CONCIERGE' ? 'bot.client.conciergeReceived' : 'bot.client.supportReceived'));
+}
+
+/** Переключить канал: /support — поддержка, /concierge — консьерж (только с подпиской) */
+async function switchChannel(c: Context, channel: ChatChannel) {
+  const locale = await localeOf(c.from);
+  const t = createT(locale);
+  const client = await getClientByTelegramId(db, BigInt(c.from!.id));
+  if (!client?.consentAt) return askConsent(c, locale);
+  try {
+    await setClientChannel(ctx, client.id, channel);
+    await c.reply(t(channel === 'CONCIERGE' ? 'bot.client.channelConcierge' : 'bot.client.channelSupport'));
+  } catch (e) {
+    if (e instanceof DomainError) await c.reply(t(`errors.${e.code}`));
+    else throw e;
+  }
+}
+bot.command('support', (c) => switchChannel(c, 'SUPPORT'));
+bot.command('concierge', (c) => switchChannel(c, 'CONCIERGE'));
+
+/** Фото и файлы — тоже в чат команды; берём самое крупное превью фото */
+bot.on('message:photo', async (c) => {
+  const photo = c.message.photo.at(-1)!;
+  await toTeam(c, c.message.caption ?? '', { tgFileId: photo.file_id, tgBot: 'client', fileName: 'photo.jpg', mime: 'image/jpeg', size: photo.file_size ?? null });
+});
+bot.on('message:document', async (c) => {
+  const d = c.message.document;
+  await toTeam(c, c.message.caption ?? '', { tgFileId: d.file_id, tgBot: 'client', fileName: d.file_name ?? 'file', mime: d.mime_type ?? 'application/octet-stream', size: d.file_size ?? null });
+});
+
+/** ONB-6: ручной ввод кода агентства; любой другой текст — в чат команды */
 bot.on('message:text', async (c) => {
   const locale = await localeOf(c.from);
   const t = createT(locale);
   const client = await getClientByTelegramId(db, BigInt(c.from.id));
-  if (!awaitingCode.has(c.chat.id)) {
-    if (!client?.consentAt) return askConsent(c, locale);
-    // чат с консьержем: сообщение видит оператор в админке, ответ придёт сюда же
-    const first = !(await db.conciergeMessage.count({ where: { clientId: client.id } }));
-    await addClientMessage(ctx, client.id, c.message.text);
-    if (first) await c.reply(t('bot.client.conciergeReceived'));
-    return;
-  }
+  if (!awaitingCode.has(c.chat.id)) return toTeam(c, c.message.text);
   if (!client) return;
   try {
     const res = await applyAgencyCode(ctx, client.id, c.message.text);
@@ -180,6 +224,8 @@ async function main() {
         { command: 'start', description: t('bot.client.cmdStart') },
         { command: 'app', description: t('bot.client.cmdApp') },
         { command: 'code', description: t('bot.client.cmdCode') },
+        { command: 'support', description: t('bot.client.cmdSupport') },
+        { command: 'concierge', description: t('bot.client.cmdConcierge') },
         { command: 'language', description: t('bot.client.cmdLanguage') },
         { command: 'help', description: t('bot.client.cmdHelp') },
       ],