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-pro/src/index.ts

@@ -4,7 +4,21 @@
  */
 import { getDb } from '@barev/db';
 import { createT, formatDateTime, type Locale } from '@barev/i18n';
-import { acceptPartnerInvite, addProviderMessage, checkCard, DomainError, linkByInvite, proIdentity, redeemOffer, replyTo, respondToOffer, type Ctx, type Peer } from '@barev/services';
+import {
+  acceptPartnerInvite,
+  addProviderMessage,
+  checkCard,
+  DomainError,
+  linkByInvite,
+  peerName,
+  proIdentity,
+  redeemOffer,
+  replyTo,
+  respondToOffer,
+  staffSend,
+  type Ctx,
+  type Peer,
+} from '@barev/services';
 import { loadRootEnv } from '@barev/services/env';
 import { createQueueNotifier } from '@barev/services/queue';
 import { Bot, InlineKeyboard, type Context } from 'grammy';
@@ -53,7 +67,7 @@ const adminOf = (c: Context) => (c.from ? db.adminUser.findFirst({ where: { tele
 const adminT = createT('ru');
 
 /** Оператор нажал «Ответить» — следующий его текст уйдёт этому клиенту или исполнителю */
-const replyingTo = new Map<number, Peer & { name: string }>();
+const replyingTo = new Map<number, { threadId?: string; peer?: Peer; name: string }>();
 
 const LEVEL_NAME: Record<string, string> = { BAREV: 'Barev', BAREV_PLUS: 'Barev+', ELITE: 'Barev Elite' };
 type Check = Awaited<ReturnType<typeof checkCard>>;
@@ -198,19 +212,31 @@ bot.callbackQuery(/^rd:(\w+):(\w+)$/, async (c) => {
 });
 
 /** «Ответить» под уведомлением о сообщении */
-bot.callbackQuery(/^ar:(c|p):(\w+)$/, async (c) => {
+bot.callbackQuery(/^ar:(c|p|t):(\w+)$/, async (c) => {
   const admin = await adminOf(c);
   if (!admin) {
     await c.answerCallbackQuery({ text: adminT('bot.admin.notAdmin'), show_alert: true });
     return;
   }
   const [, kind, id] = c.match;
-  const peer: Peer = kind === 'c' ? { clientId: id! } : { providerId: id! };
-  const name =
-    kind === 'c'
-      ? ((await db.client.findUnique({ where: { id: id! }, include: { user: true } }))?.user.firstName ?? '')
-      : ((await db.provider.findUnique({ where: { id: id! } }))?.name ?? '');
-  replyingTo.set(c.chat!.id, { ...peer, name });
+  let name = '';
+  if (kind === 't') {
+    // ответ в конкретный диалог (поддержка или консьерж)
+    const thread = await db.chatThread.findUnique({ where: { id: id! }, include: { client: { include: { user: true } }, provider: true } });
+    if (!thread) {
+      await c.answerCallbackQuery({ text: adminT('errors.NOT_FOUND'), show_alert: true });
+      return;
+    }
+    name = peerName(thread);
+    replyingTo.set(c.chat!.id, { threadId: thread.id, name });
+  } else {
+    const peer: Peer = kind === 'c' ? { clientId: id! } : { providerId: id! };
+    name =
+      kind === 'c'
+        ? ((await db.client.findUnique({ where: { id: id! }, include: { user: true } }))?.user.firstName ?? '')
+        : ((await db.provider.findUnique({ where: { id: id! } }))?.name ?? '');
+    replyingTo.set(c.chat!.id, { peer, name });
+  }
   await c.answerCallbackQuery();
   await c.reply(adminT('bot.admin.replyPrompt', { name }), { reply_markup: { force_reply: true, input_field_placeholder: adminT('bot.admin.replyPlaceholder') } });
 });
@@ -226,7 +252,8 @@ bot.on('message:text', async (c) => {
   const admin = await adminOf(c);
   if (target && admin) {
     try {
-      await replyTo(ctx, { ...(target.clientId ? { clientId: target.clientId } : { providerId: target.providerId! }), adminUserId: admin.id, text: c.message.text });
+      if (target.threadId) await staffSend(ctx, { threadId: target.threadId, adminUserId: admin.id, text: c.message.text });
+      else await replyTo(ctx, { ...target.peer!, adminUserId: admin.id, text: c.message.text });
       replyingTo.delete(c.chat.id);
       await c.reply(adminT('bot.admin.replySent', { name: target.name }));
     } catch (e) {
@@ -238,9 +265,8 @@ bot.on('message:text', async (c) => {
   // исполнитель пишет оператору — сообщение появится в админке
   const id = await identity(c);
   if (id?.provider) {
-    const first = !(await db.conciergeMessage.count({ where: { providerId: id.provider.id } }));
-    await addProviderMessage(ctx, id.provider.id, c.message.text);
-    if (first) await c.reply(createT(localeOf(id))('bot.pro.messageReceived'));
+    const res = await addProviderMessage(ctx, id.provider.id, c.message.text);
+    if (res?.opened) await c.reply(createT(localeOf(id))('bot.pro.messageReceived'));
     return;
   }
   if (admin) {
@@ -250,6 +276,19 @@ bot.on('message:text', async (c) => {
   await greet(c);
 });
 
+/** Исполнитель прислал фото или файл — тоже в поддержку */
+bot.on(['message:photo', 'message:document'], async (c, next) => {
+  const id = await identity(c);
+  if (!id?.provider) return next();
+  const photo = c.message.photo?.at(-1);
+  const doc = c.message.document;
+  const file = photo
+    ? { tgFileId: photo.file_id, tgBot: 'pro' as const, fileName: 'photo.jpg', mime: 'image/jpeg', size: photo.file_size ?? null }
+    : { tgFileId: doc!.file_id, tgBot: 'pro' as const, fileName: doc!.file_name ?? 'file', mime: doc!.mime_type ?? 'application/octet-stream', size: doc!.file_size ?? null };
+  const res = await addProviderMessage(ctx, id.provider.id, c.message.caption ?? '', file);
+  if (res?.opened) await c.reply(createT(localeOf(id))('bot.pro.messageReceived'));
+});
+
 bot.on('message', greet);
 bot.catch((err) => console.error('[bot-pro]', err.error));