diff --git a/apps/backend/hub_platform/conversations/clients.py b/apps/backend/hub_platform/conversations/clients.py
index 76b2976..664d114 100644
--- a/apps/backend/hub_platform/conversations/clients.py
+++ b/apps/backend/hub_platform/conversations/clients.py
@@ -21,7 +21,12 @@ from hub_platform.identity.models import AuditEvent
 from hub_platform.orders.models import Order, PaymentStatus
 
 # Короткие коды для UI (совпадают с фронтовыми справочниками).
-PROVIDER_CODE = {"MAX": "MAX", "TELEGRAM": "TG", "WEB": "WEB"}
+PROVIDER_CODE = {
+    "MAX": "MAX",
+    "TELEGRAM": "TG",
+    "WEB": "WEB",
+    "EMAIL": "EMAIL",
+}
 PRODUCT_CODE = {"firepage": "FP", "foxray": "FX"}
 
 # Понятные подписи для аудита диалогов.
@@ -30,6 +35,7 @@ AUDIT_LABELS = {
     "conversations.released_to_ai": "Возврат к AI",
     "conversations.returned_to_queue": "Возврат в очередь",
     "conversations.closed": "Диалог закрыт",
+    "conversations.marked_spam": "Диалог помечен как спам",
 }
 
 
@@ -96,6 +102,14 @@ def clients_overview(
                 "cid": f"CUS-{contact.id}",
                 "name": contact.name or "Гость",
                 "phone": contact.phone,
+                "email": next(
+                    (
+                        identity.external_user_id
+                        for identity in contact.identities.all()
+                        if identity.connection.provider == "EMAIL"
+                    ),
+                    "",
+                ),
                 # Первый непустой @логин среди identity каналов (остальные — в карточке).
                 "username": next((identity.username for identity in contact.identities.all() if identity.username), ""),
                 # Статус выводится из данных: есть оплаченный заказ — клиент, иначе лид.
@@ -167,7 +181,11 @@ def client_detail(
     identities = [
         {
             "provider": identity.connection.provider,
-            "value": identity.display_name or identity.external_user_id,
+            "value": (
+                identity.external_user_id
+                if identity.connection.provider == "EMAIL"
+                else identity.display_name or identity.external_user_id
+            ),
             "username": identity.username,
             "createdAt": identity.created_at.isoformat(),
         }
@@ -228,6 +246,14 @@ def client_detail(
         "cid": f"CUS-{contact.id}",
         "name": contact.name or "Гость",
         "phone": contact.phone,
+        "email": next(
+            (
+                identity.external_user_id
+                for identity in identity_qs
+                if identity.connection.provider == "EMAIL"
+            ),
+            "",
+        ),
         "channels": sorted(channels),
         "products": sorted(products),
         "openDialogs": open_dialogs,
diff --git a/apps/backend/hub_platform/conversations/html_sanitizer.py b/apps/backend/hub_platform/conversations/html_sanitizer.py
new file mode 100644
index 0000000..b00d6c2
--- /dev/null
+++ b/apps/backend/hub_platform/conversations/html_sanitizer.py
@@ -0,0 +1,122 @@
+from __future__ import annotations
+
+import html
+from html.parser import HTMLParser
+from urllib.parse import urlsplit
+
+
+_ALLOWED_TAGS = {
+    "a",
+    "b",
+    "blockquote",
+    "br",
+    "code",
+    "div",
+    "em",
+    "h1",
+    "h2",
+    "h3",
+    "h4",
+    "h5",
+    "h6",
+    "hr",
+    "i",
+    "li",
+    "ol",
+    "p",
+    "pre",
+    "s",
+    "span",
+    "strong",
+    "table",
+    "tbody",
+    "td",
+    "th",
+    "thead",
+    "tr",
+    "u",
+    "ul",
+}
+_BLOCKED_TAGS = {
+    "applet",
+    "audio",
+    "button",
+    "embed",
+    "form",
+    "head",
+    "iframe",
+    "input",
+    "link",
+    "meta",
+    "object",
+    "script",
+    "select",
+    "style",
+    "svg",
+    "textarea",
+    "title",
+    "video",
+}
+_VOID_TAGS = {"br", "hr"}
+
+
+def _safe_href(value: str) -> str:
+    candidate = value.strip()
+    if not candidate:
+        return ""
+    parsed = urlsplit(candidate)
+    if parsed.scheme.lower() not in {"http", "https", "mailto"}:
+        return ""
+    return candidate
+
+
+class _Sanitizer(HTMLParser):
+    def __init__(self) -> None:
+        super().__init__(convert_charrefs=True)
+        self.parts: list[str] = []
+        self.blocked_depth = 0
+
+    def handle_starttag(self, tag: str, attrs: list[tuple[str, str | None]]) -> None:
+        tag = tag.lower()
+        if tag in _BLOCKED_TAGS:
+            self.blocked_depth += 1
+            return
+        if self.blocked_depth or tag not in _ALLOWED_TAGS:
+            return
+        safe_attrs: list[str] = []
+        if tag == "a":
+            href = next((value or "" for key, value in attrs if key.lower() == "href"), "")
+            href = _safe_href(href)
+            if href:
+                safe_attrs.extend(
+                    [
+                        f'href="{html.escape(href, quote=True)}"',
+                        'target="_blank"',
+                        'rel="noopener noreferrer"',
+                    ]
+                )
+        suffix = f" {' '.join(safe_attrs)}" if safe_attrs else ""
+        self.parts.append(f"<{tag}{suffix}>")
+
+    def handle_startendtag(self, tag: str, attrs: list[tuple[str, str | None]]) -> None:
+        self.handle_starttag(tag, attrs)
+
+    def handle_endtag(self, tag: str) -> None:
+        tag = tag.lower()
+        if tag in _BLOCKED_TAGS:
+            self.blocked_depth = max(0, self.blocked_depth - 1)
+            return
+        if self.blocked_depth or tag not in _ALLOWED_TAGS or tag in _VOID_TAGS:
+            return
+        self.parts.append(f"</{tag}>")
+
+    def handle_data(self, data: str) -> None:
+        if not self.blocked_depth:
+            self.parts.append(html.escape(data))
+
+
+def sanitize_email_html(markup: str) -> str:
+    parser = _Sanitizer()
+    parser.feed(markup)
+    parser.close()
+    return "".join(parser.parts).strip()
diff --git a/apps/backend/hub_platform/conversations/ingest.py b/apps/backend/hub_platform/conversations/ingest.py
index a470a2f..b73d57b 100644
--- a/apps/backend/hub_platform/conversations/ingest.py
+++ b/apps/backend/hub_platform/conversations/ingest.py
@@ -76,6 +76,8 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         logger.warning("Integration %s has no channel — inbound dropped", integration.id)
         return
     context = TenantContext.for_resource(channel.organization)
+    agent = getattr(channel, "ai_agent", None)
+    ai_available = bool(agent and agent.is_active)
     source = f"{integration.provider.lower()}:{integration.id}"
     if _already_processed(context, source, inbound.external_id, inbound.text):
         return
@@ -123,8 +125,8 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
                 connection=integration,
                 contact=contact,
                 external_chat_id=inbound.chat_id,
-                control_mode=ControlMode.AI,
-                expected_responder=ExpectedResponder.AI,
+                control_mode=ControlMode.AI if ai_available else ControlMode.PAUSED,
+                expected_responder=ExpectedResponder.AI if ai_available else ExpectedResponder.OPERATOR,
                 previous_conversation=previous,
             )
             # C07: only a brand-new dialog counts toward new_dialogs quota.
@@ -146,10 +148,15 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
             author_type=MessageAuthor.CONTACT,
             kind=MessageKind.CONTACT if is_contact_share else MessageKind.TEXT,
             text=message_text,
+            content_html=inbound.content_html,
             external_id=inbound.external_id,
         )
         conversation.last_activity_at = timezone.now()
         update_fields = ["external_chat_id", "last_activity_at"]
+        if conversation.control_mode == ControlMode.AI and not ai_available:
+            conversation.control_mode = ControlMode.PAUSED
+            conversation.expected_responder = ExpectedResponder.OPERATOR
+            update_fields.extend(["control_mode", "expected_responder"])
         if inbound.thread_meta:
             # Email: Message-ID последнего входящего — для ответа в тред;
             # тема диалога фиксируется по первому письму (ADR-HUB-0035).
@@ -202,7 +209,8 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         transports.send_contact_ack(integration, chat_id=conversation.external_chat_id, user_id=inbound.user_id, text=ack)
         return
 
-    # AI отвечает только когда диалог ведёт AI (ADR-HUB-0003).
+    # Операторский канал без активного агента сразу создаёт очередь и не
+    # имитирует сбой AI перед клиентом.
     if conversation.control_mode != ControlMode.AI:
         return
 
diff --git a/apps/backend/hub_platform/conversations/migrations/0008_message_content_html.py b/apps/backend/hub_platform/conversations/migrations/0008_message_content_html.py
new file mode 100644
index 0000000..eac1ca2
--- /dev/null
+++ b/apps/backend/hub_platform/conversations/migrations/0008_message_content_html.py
@@ -0,0 +1,15 @@
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("conversations", "0007_conversation_transport_meta"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="message",
+            name="content_html",
+            field=models.TextField(blank=True),
+        ),
+    ]
diff --git a/apps/backend/hub_platform/conversations/models.py b/apps/backend/hub_platform/conversations/models.py
index 11d8365..98c1627 100644
--- a/apps/backend/hub_platform/conversations/models.py
+++ b/apps/backend/hub_platform/conversations/models.py
@@ -145,6 +145,9 @@ class Message(TenantRelationModel):
     # телефона), полученный контакт. Пустая строка = текст.
     kind = models.CharField(max_length=32, choices=MessageKind.choices, default=MessageKind.TEXT, blank=True)
     text = models.TextField(blank=True)
+    # Санитизированный HTML входящего email. Остальные транспорты и исходящие
+    # ответы используют plain text.
+    content_html = models.TextField(blank=True)
     external_id = models.CharField(max_length=128, blank=True)
     created_at = models.DateTimeField(auto_now_add=True, db_index=True)
 
diff --git a/apps/backend/hub_platform/conversations/poller.py b/apps/backend/hub_platform/conversations/poller.py
index 2350651..066db41 100644
--- a/apps/backend/hub_platform/conversations/poller.py
+++ b/apps/backend/hub_platform/conversations/poller.py
@@ -17,7 +17,9 @@ def poll_all_messengers(context) -> int:
         for integration in Integration.objects.filter(
             organization=context.organization,
             provider__in=transports.SUPPORTED_PROVIDERS,
+            is_active=True,
             channel__isnull=False,
+            channel__is_active=True,
         ).exclude(secret="")
         if integration.config.get("purpose") != "notifications"
     ]
diff --git a/apps/backend/hub_platform/conversations/reporting_views.py b/apps/backend/hub_platform/conversations/reporting_views.py
new file mode 100644
index 0000000..1969626
--- /dev/null
+++ b/apps/backend/hub_platform/conversations/reporting_views.py
@@ -0,0 +1,64 @@
+from rest_framework.request import Request
+from rest_framework.response import Response
+
+from hub_platform.conversations.clients import client_detail, clients_overview
+from hub_platform.conversations.command import command_center_overview
+from hub_platform.conversations.models import Contact
+from hub_platform.conversations.stats import sales_overview_stats
+from hub_platform.conversations.view_base import ConversationViewBase
+from hub_platform.identity.policy import accessible_department_ids
+
+
+class ConversationStatsView(ConversationViewBase):
+    def get(self, request: Request) -> Response:
+        period = request.query_params.get("period", "today")
+        if period not in ("today", "d7", "d30"):
+            period = "today"
+        department_ids = accessible_department_ids(
+            request.tenant_context.membership, self.required_capability
+        )
+        return Response(
+            sales_overview_stats(request.tenant_context, period, department_ids)
+        )
+
+
+class CommandOverviewView(ConversationViewBase):
+    required_capability = "company.view"
+    require_organization_scope = True
+
+    def get(self, request: Request) -> Response:
+        period = request.query_params.get("period", "today")
+        if period not in ("today", "d7", "d30"):
+            period = "today"
+        return Response(command_center_overview(request.tenant_context, period))
+
+
+class ClientsView(ConversationViewBase):
+    required_capability = "customers.view"
+
+    def get(self, request: Request) -> Response:
+        department_ids = accessible_department_ids(
+            request.tenant_context.membership, self.required_capability
+        )
+        return Response(
+            {"items": clients_overview(self._org(request).id, department_ids)}
+        )
+
+
+class ClientDetailView(ConversationViewBase):
+    required_capability = "customers.view"
+
+    def get(self, request: Request, contact_id: int) -> Response:
+        try:
+            department_ids = accessible_department_ids(
+                request.tenant_context.membership, self.required_capability
+            )
+            return Response(
+                {
+                    "client": client_detail(
+                        self._org(request).id, contact_id, department_ids
+                    )
+                }
+            )
+        except Contact.DoesNotExist:
+            return Response({"detail": "Клиент не найден"}, status=404)
diff --git a/apps/backend/hub_platform/conversations/serializers.py b/apps/backend/hub_platform/conversations/serializers.py
index 00bde4a..038348a 100644
--- a/apps/backend/hub_platform/conversations/serializers.py
+++ b/apps/backend/hub_platform/conversations/serializers.py
@@ -1,4 +1,5 @@
 from hub_platform.conversations.models import ConnectionIdentity, Conversation, Message, MessageAuthor
+from hub_platform.integrations.models import IntegrationProvider
 
 
 def message_payload(message: Message) -> dict[str, object]:
@@ -8,6 +9,7 @@ def message_payload(message: Message) -> dict[str, object]:
         "authorUserId": message.author_user_id,
         "kind": message.kind,
         "text": message.text,
+        "contentHtml": message.content_html,
         "createdAt": message.created_at.isoformat(),
     }
 
@@ -74,6 +76,15 @@ def _contact_username(conversation: Conversation) -> str:
     return identity.username if identity else ""
 
 
+def _contact_email(conversation: Conversation) -> str:
+    if (
+        conversation.connection_id
+        and conversation.connection.provider == IntegrationProvider.EMAIL
+    ):
+        return conversation.external_chat_id
+    return ""
+
+
 def _conversation_history(conversation: Conversation) -> list[Conversation]:
     # История по тому же источнику identity: для sales — по contact, для
     # support — по snapshot (ADR-HUB-0002: цепочка прошлых обращений).
@@ -90,7 +101,13 @@ def _conversation_history(conversation: Conversation) -> list[Conversation]:
     )
 
 
-def conversation_payload(conversation: Conversation, *, with_messages: bool = False, last_read_id: int = 0) -> dict[str, object]:
+def conversation_payload(
+    conversation: Conversation,
+    *,
+    with_messages: bool = False,
+    last_read_id: int = 0,
+    viewer_id: int | None = None,
+) -> dict[str, object]:
     last = None if with_messages else _last_message(conversation)
     channel = conversation.channel
     payload = {
@@ -112,6 +129,7 @@ def conversation_payload(conversation: Conversation, *, with_messages: bool = Fa
                 "id": conversation.contact_id,
                 "name": conversation.contact.name,
                 "phone": conversation.contact.phone,
+                "email": _contact_email(conversation),
                 "username": _contact_username(conversation) if with_messages else "",
             }
             if conversation.contact_id
@@ -122,6 +140,20 @@ def conversation_payload(conversation: Conversation, *, with_messages: bool = Fa
         "controlMode": conversation.control_mode,
         "expectedResponder": conversation.expected_responder,
         "assignedOperatorId": conversation.assigned_operator_id,
+        "assignedOperator": (
+            {
+                "id": conversation.assigned_operator_id,
+                "name": (
+                    conversation.assigned_operator.full_name
+                    or conversation.assigned_operator.email
+                ),
+            }
+            if conversation.assigned_operator_id
+            else None
+        ),
+        "isAssignedToViewer": bool(
+            viewer_id and conversation.assigned_operator_id == viewer_id
+        ),
         "lastActivityAt": conversation.last_activity_at.isoformat(),
         "createdAt": conversation.created_at.isoformat(),
     }
diff --git a/apps/backend/hub_platform/conversations/services.py b/apps/backend/hub_platform/conversations/services.py
index 60ad49a..9103e2e 100644
--- a/apps/backend/hub_platform/conversations/services.py
+++ b/apps/backend/hub_platform/conversations/services.py
@@ -23,6 +23,11 @@ class ClaimError(Exception):
     pass
 
 
+def _require_open(conversation: Conversation) -> None:
+    if conversation.lifecycle != LifecycleState.OPEN:
+        raise ClaimError("Диалог закрыт")
+
+
 def _operator_label(operator) -> str:
     return getattr(operator, "full_name", "") or operator.email
 
@@ -41,6 +46,7 @@ def claim_locked_conversation(*, context: TenantContext, conversation: Conversat
     operator = context.actor_user
     if operator is None or conversation.organization_id != context.organization_id:
         raise ClaimError("Диалог недоступен")
+    _require_open(conversation)
     if (
         conversation.control_mode == ControlMode.HUMAN
         and conversation.assigned_operator_id
@@ -64,6 +70,10 @@ def release_to_ai(*, context: TenantContext, conversation_id: int) -> Conversati
     conversation = Conversation.objects.select_for_update().get(
         id=conversation_id, organization=context.organization
     )
+    _require_open(conversation)
+    agent = getattr(conversation.channel, "ai_agent", None)
+    if agent is None or not agent.is_active:
+        raise ClaimError("У канала нет активного AI-агента")
     conversation.control_mode = ControlMode.AI
     conversation.assigned_operator = None
     conversation.expected_responder = ExpectedResponder.AI
@@ -78,6 +88,7 @@ def return_to_queue(*, context: TenantContext, conversation_id: int) -> Conversa
     conversation = Conversation.objects.select_for_update().get(
         id=conversation_id, organization=context.organization
     )
+    _require_open(conversation)
     conversation.control_mode = ControlMode.PAUSED
     conversation.assigned_operator = None
     conversation.expected_responder = ExpectedResponder.OPERATOR
@@ -92,6 +103,7 @@ def post_operator_message(
     operator = context.actor_user
     if operator is None or conversation.organization_id != context.organization_id:
         raise Conversation.DoesNotExist
+    _require_open(conversation)
     message = Message.objects.create(
         conversation=conversation, author_type=MessageAuthor.OPERATOR, author_user=operator, text=text
     )
@@ -118,6 +130,7 @@ def request_contact(*, context: TenantContext, conversation: Conversation) -> Me
     operator = context.actor_user
     if operator is None or conversation.organization_id != context.organization_id:
         raise Conversation.DoesNotExist
+    _require_open(conversation)
     is_web = conversation.connection_id and conversation.connection.provider == IntegrationProvider.WEB
     text = CONTACT_REQUEST_TEXT_WEB if is_web else CONTACT_REQUEST_TEXT
     message = Message.objects.create(
@@ -148,7 +161,40 @@ def close_conversation(*, context: TenantContext, conversation_id: int) -> Conve
     conversation = Conversation.objects.select_for_update().get(
         id=conversation_id, organization=context.organization
     )
+    _require_open(conversation)
     conversation.lifecycle = LifecycleState.CLOSED
+    conversation.control_mode = ControlMode.PAUSED
+    conversation.assigned_operator = None
     conversation.expected_responder = ExpectedResponder.NOBODY
-    conversation.save(update_fields=["lifecycle", "expected_responder"])
+    conversation.save(
+        update_fields=[
+            "lifecycle",
+            "control_mode",
+            "assigned_operator",
+            "expected_responder",
+        ]
+    )
+    return conversation
+
+
+@transaction.atomic
+def mark_conversation_as_spam(
+    *, context: TenantContext, conversation_id: int
+) -> Conversation:
+    conversation = Conversation.objects.select_for_update().get(
+        id=conversation_id, organization=context.organization
+    )
+    _require_open(conversation)
+    conversation.lifecycle = LifecycleState.SPAM
+    conversation.control_mode = ControlMode.PAUSED
+    conversation.assigned_operator = None
+    conversation.expected_responder = ExpectedResponder.NOBODY
+    conversation.save(
+        update_fields=[
+            "lifecycle",
+            "control_mode",
+            "assigned_operator",
+            "expected_responder",
+        ]
+    )
     return conversation
diff --git a/apps/backend/hub_platform/conversations/test_email_transport.py b/apps/backend/hub_platform/conversations/test_email_transport.py
index fab58a2..2b5ba80 100644
--- a/apps/backend/hub_platform/conversations/test_email_transport.py
+++ b/apps/backend/hub_platform/conversations/test_email_transport.py
@@ -8,6 +8,8 @@ from django.test import TestCase
 
 from hub_platform.channels.models import Channel
 from hub_platform.conversations.models import Contact, Conversation, MessageAuthor
+from hub_platform.conversations.clients import client_detail, clients_overview
+from hub_platform.conversations.serializers import conversation_payload
 from hub_platform.conversations.transports import email as email_transport
 from hub_platform.identity.bootstrap import bootstrap_edevs_owner
 from hub_platform.identity.models import Organization
@@ -86,6 +88,29 @@ class EmailNormalizeTests(TestCase):
         self.assertIn("Добрый день!", inbound.text)
         self.assertIn("«FoxRay»", inbound.text)
         self.assertNotIn("<p>", inbound.text)
+        self.assertIn("<p>Добрый день!</p>", inbound.content_html)
+
+    def test_html_body_is_sanitized_before_ingest(self) -> None:
+        inbound, _ = email_transport._normalize(
+            _parsed(
+                _raw(
+                    html=(
+                        '<p onclick="steal()">Здравствуйте!</p>'
+                        '<script>alert("xss")</script>'
+                        '<a href="javascript:alert(1)">опасная ссылка</a>'
+                        '<a href="https://example.com/path">сайт</a>'
+                    )
+                )
+            ),
+            own_address="support@edevs.tech",
+            fallback_id="7:100",
+        )
+        self.assertIsNotNone(inbound)
+        self.assertNotIn("onclick", inbound.content_html)
+        self.assertNotIn("script", inbound.content_html)
+        self.assertNotIn("alert", inbound.content_html)
+        self.assertNotIn("javascript:", inbound.content_html)
+        self.assertIn('href="https://example.com/path"', inbound.content_html)
 
     def test_attachments_add_note(self) -> None:
         inbound, _ = email_transport._normalize(
@@ -225,6 +250,7 @@ class EmailIngestThreadMetaTests(TestCase):
         with (
             mock.patch("hub_platform.conversations.ingest.run_channel_turn", return_value=mock.Mock(text="Ответ")),
             mock.patch("hub_platform.conversations.ingest.transports.send_reply", return_value=True),
+            mock.patch("hub_platform.conversations.ingest.record_usage"),
         ):
             ingest_inbound(self.integration, inbound)
 
@@ -236,3 +262,23 @@ class EmailIngestThreadMetaTests(TestCase):
         self.assertEqual(conversation.transport_meta["last_message_id"], "<m2@example.com>")
         authors = list(conversation.messages.values_list("author_type", flat=True))
         self.assertIn(MessageAuthor.CONTACT, authors)
+
+    def test_email_identity_is_exposed_in_dialog_and_contact_payloads(self) -> None:
+        self._ingest(
+            external_id="<identity@example.com>",
+            subject="Контакты",
+            message_id="<identity@example.com>",
+        )
+        conversation = Conversation.objects.get(channel=self.channel)
+        dialog = conversation_payload(conversation, with_messages=True)
+        self.assertEqual(dialog["connection"]["provider"], "EMAIL")
+        self.assertEqual(dialog["contact"]["email"], "ivan@example.com")
+        self.assertEqual(dialog["messages"][0]["contentHtml"], "")
+
+        overview = clients_overview(self.organization.id)
+        self.assertEqual(overview[0]["email"], "ivan@example.com")
+        self.assertIn("EMAIL", overview[0]["channels"])
+
+        detail = client_detail(self.organization.id, conversation.contact_id)
+        self.assertEqual(detail["email"], "ivan@example.com")
+        self.assertEqual(detail["identities"][0]["value"], "ivan@example.com")
diff --git a/apps/backend/hub_platform/conversations/test_lifecycle.py b/apps/backend/hub_platform/conversations/test_lifecycle.py
new file mode 100644
index 0000000..077b4c7
--- /dev/null
+++ b/apps/backend/hub_platform/conversations/test_lifecycle.py
@@ -0,0 +1,190 @@
+import json
+from unittest import mock
+
+from django.test import TestCase
+
+from hub_platform.channels.models import Channel
+from hub_platform.conversations.ingest import ingest_inbound
+from hub_platform.conversations.models import (
+    ConnectionIdentity,
+    Contact,
+    ControlMode,
+    Conversation,
+    ExpectedResponder,
+    LifecycleState,
+    MessageAuthor,
+)
+from hub_platform.conversations.transports.base import InboundMessage
+from hub_platform.identity.bootstrap import bootstrap_edevs_owner
+from hub_platform.identity.models import HumanUser, Organization
+from hub_platform.integrations.models import (
+    Integration,
+    IntegrationKind,
+    IntegrationProvider,
+)
+from hub_platform.testing import TenantAPIClient as APIClient
+
+
+def _connection(channel: Channel) -> Integration:
+    return Integration.objects.create(
+        organization=channel.organization,
+        kind=IntegrationKind.MESSENGER,
+        provider=IntegrationProvider.TELEGRAM,
+        name="test-bot",
+        channel=channel,
+    )
+
+
+class OperatorOnlyIngestTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_edevs_owner(
+            email="owner@edevs.tech", password="temporary-password"
+        )
+        self.organization = Organization.objects.get(slug="edevs")
+        self.channel = Channel.objects.create(
+            organization=self.organization,
+            code="operator-only",
+            name="Операторский канал",
+        )
+        self.integration = _connection(self.channel)
+
+    def _ingest_without_ai(self, inbound: InboundMessage) -> tuple[mock.Mock, mock.Mock]:
+        with (
+            mock.patch(
+                "hub_platform.conversations.ingest.run_channel_turn"
+            ) as ai_turn,
+            mock.patch(
+                "hub_platform.conversations.ingest.transports.send_reply"
+            ) as send,
+        ):
+            ingest_inbound(self.integration, inbound)
+        return ai_turn, send
+
+    def test_new_dialog_starts_in_queue_without_ai_fallback(self) -> None:
+        ai_turn, send = self._ingest_without_ai(
+            InboundMessage(
+                external_id="operator-1",
+                user_id="user-1",
+                chat_id="chat-1",
+                text="Нужна помощь",
+                display_name="Гость",
+            )
+        )
+
+        conversation = self.channel.conversations.get()
+        self.assertEqual(conversation.control_mode, ControlMode.PAUSED)
+        self.assertEqual(
+            conversation.expected_responder, ExpectedResponder.OPERATOR
+        )
+        self.assertEqual(
+            list(conversation.messages.values_list("author_type", flat=True)),
+            [MessageAuthor.CONTACT],
+        )
+        ai_turn.assert_not_called()
+        send.assert_not_called()
+
+    def test_existing_ai_dialog_moves_to_queue_when_agent_is_unavailable(self) -> None:
+        contact = Contact.objects.create(
+            organization=self.organization, name="Клиент"
+        )
+        ConnectionIdentity.objects.create(
+            contact=contact,
+            connection=self.integration,
+            external_user_id="user-existing",
+        )
+        conversation = Conversation.objects.create(
+            organization=self.organization,
+            channel=self.channel,
+            connection=self.integration,
+            contact=contact,
+            external_chat_id="chat-existing",
+            control_mode=ControlMode.AI,
+            expected_responder=ExpectedResponder.AI,
+        )
+
+        ai_turn, send = self._ingest_without_ai(
+            InboundMessage(
+                external_id="operator-2",
+                user_id="user-existing",
+                chat_id="chat-existing",
+                text="Вы здесь?",
+                display_name="Клиент",
+            )
+        )
+
+        conversation.refresh_from_db()
+        self.assertEqual(conversation.control_mode, ControlMode.PAUSED)
+        self.assertEqual(
+            conversation.expected_responder, ExpectedResponder.OPERATOR
+        )
+        self.assertEqual(conversation.messages.count(), 1)
+        ai_turn.assert_not_called()
+        send.assert_not_called()
+
+
+class ClosedConversationActionTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_edevs_owner(
+            email="owner@edevs.tech", password="temporary-password"
+        )
+        organization = Organization.objects.get(slug="edevs")
+        channel = Channel.objects.create(
+            organization=organization,
+            code="closed-actions",
+            name="Закрытые диалоги",
+        )
+        integration = _connection(channel)
+        contact = Contact.objects.create(organization=organization, name="Иван")
+        owner = HumanUser.objects.get(email="owner@edevs.tech")
+        self.conversation = Conversation.objects.create(
+            organization=organization,
+            channel=channel,
+            connection=integration,
+            contact=contact,
+            lifecycle=LifecycleState.CLOSED,
+            control_mode=ControlMode.HUMAN,
+            assigned_operator=owner,
+            expected_responder=ExpectedResponder.NOBODY,
+        )
+        self.client = APIClient()
+        self.client.login(
+            username="owner@edevs.tech", password="temporary-password"
+        )
+
+    def test_closed_dialog_rejects_operational_actions(self) -> None:
+        base = f"/api/v1/conversations/{self.conversation.id}"
+        self.assertEqual(self.client.post(f"{base}/claim/").status_code, 409)
+        self.assertEqual(self.client.post(f"{base}/release/").status_code, 409)
+        self.assertEqual(
+            self.client.post(f"{base}/return-queue/").status_code, 409
+        )
+        self.assertEqual(
+            self.client.post(
+                f"{base}/messages/",
+                data=json.dumps({"text": "Поздний ответ"}),
+                content_type="application/json",
+            ).status_code,
+            409,
+        )
+        self.assertEqual(self.client.post(f"{base}/close/").status_code, 409)
+        self.assertEqual(self.client.post(f"{base}/spam/").status_code, 409)
+
+    def test_open_dialog_can_be_marked_as_spam(self) -> None:
+        self.conversation.lifecycle = LifecycleState.OPEN
+        self.conversation.expected_responder = ExpectedResponder.OPERATOR
+        self.conversation.save(
+            update_fields=["lifecycle", "expected_responder"]
+        )
+
+        response = self.client.post(
+            f"/api/v1/conversations/{self.conversation.id}/spam/"
+        )
+
+        self.assertEqual(response.status_code, 200)
+        payload = response.json()["conversation"]
+        self.assertEqual(payload["lifecycle"], LifecycleState.SPAM)
+        self.assertEqual(payload["controlMode"], ControlMode.PAUSED)
+        self.assertIsNone(payload["assignedOperator"])
+        self.assertEqual(
+            payload["expectedResponder"], ExpectedResponder.NOBODY
+        )
diff --git a/apps/backend/hub_platform/conversations/transports/base.py b/apps/backend/hub_platform/conversations/transports/base.py
index 5ef000e..6eb843d 100644
--- a/apps/backend/hub_platform/conversations/transports/base.py
+++ b/apps/backend/hub_platform/conversations/transports/base.py
@@ -24,6 +24,9 @@ class InboundMessage:
     username: str = ""
     # Телефон из явного шаринга контакта (кнопка/форма); text при этом может быть пуст.
     phone: str = ""
+    # Безопасный форматированный вариант входящего письма. Plain text остаётся
+    # обязательным fallback для AI, поиска, уведомлений и превью.
+    content_html: str = ""
     # Транспортная мета для тредирования ответа (email: subject/last_message_id).
     # Пишется в Conversation.transport_meta при ingest (ADR-HUB-0035).
     thread_meta: dict | None = None
diff --git a/apps/backend/hub_platform/conversations/transports/email.py b/apps/backend/hub_platform/conversations/transports/email.py
index 77a3a70..9a0a9fb 100644
--- a/apps/backend/hub_platform/conversations/transports/email.py
+++ b/apps/backend/hub_platform/conversations/transports/email.py
@@ -18,6 +18,7 @@ from email.utils import parseaddr
 
 from django.conf import settings
 
+from hub_platform.conversations.html_sanitizer import sanitize_email_html
 from hub_platform.conversations.transports.base import InboundMessage
 
 logger = logging.getLogger(__name__)
@@ -56,6 +57,13 @@ def _body_text(message) -> str:
     return _html_to_text(str(rich.get_content())) if rich is not None else ""
 
 
+def _body_html(message) -> str:
+    rich = message.get_body(preferencelist=("html",))
+    if rich is None:
+        return ""
+    return sanitize_email_html(str(rich.get_content()))
+
+
 def _normalize(message, *, own_address: str, fallback_id: str) -> tuple[InboundMessage | None, str]:
     """Parse one RFC822 message → (InboundMessage | None, raw Message-ID)."""
     display_name, address = parseaddr(str(message.get("From", "")))
@@ -65,6 +73,7 @@ def _normalize(message, *, own_address: str, fallback_id: str) -> tuple[InboundM
         return None, ""
     message_id = str(message.get("Message-ID", "")).strip()
     text = _body_text(message)
+    content_html = _body_html(message)
     attachments = sum(1 for _ in message.iter_attachments())
     if attachments:
         # Вложения в первой итерации не принимаются (ADR-HUB-0035).
@@ -77,6 +86,7 @@ def _normalize(message, *, own_address: str, fallback_id: str) -> tuple[InboundM
         user_id=address,
         chat_id=address,
         text=text,
+        content_html=content_html,
         display_name=str(display_name).strip() or address,
         thread_meta={"subject": str(message.get("Subject", "")).strip(), "last_message_id": message_id},
     )
diff --git a/apps/backend/hub_platform/conversations/urls.py b/apps/backend/hub_platform/conversations/urls.py
index d99ef49..3f3cedd 100644
--- a/apps/backend/hub_platform/conversations/urls.py
+++ b/apps/backend/hub_platform/conversations/urls.py
@@ -1,13 +1,13 @@
 from django.urls import path
 
-from hub_platform.conversations import views
+from hub_platform.conversations import reporting_views, views
 
 urlpatterns = [
     path("", views.ConversationListView.as_view(), name="conversation-list"),
-    path("stats/", views.ConversationStatsView.as_view(), name="conversation-stats"),
-    path("command-overview/", views.CommandOverviewView.as_view(), name="conversation-command-overview"),
-    path("clients/", views.ClientsView.as_view(), name="conversation-clients"),
-    path("clients/<int:contact_id>/", views.ClientDetailView.as_view(), name="conversation-client-detail"),
+    path("stats/", reporting_views.ConversationStatsView.as_view(), name="conversation-stats"),
+    path("command-overview/", reporting_views.CommandOverviewView.as_view(), name="conversation-command-overview"),
+    path("clients/", reporting_views.ClientsView.as_view(), name="conversation-clients"),
+    path("clients/<int:contact_id>/", reporting_views.ClientDetailView.as_view(), name="conversation-client-detail"),
     path("<int:conversation_id>/", views.ConversationDetailView.as_view(), name="conversation-detail"),
     path("<int:conversation_id>/claim/", views.ConversationClaimView.as_view(), name="conversation-claim"),
     path("<int:conversation_id>/release/", views.ConversationReleaseView.as_view(), name="conversation-release"),
@@ -15,4 +15,5 @@ urlpatterns = [
     path("<int:conversation_id>/messages/", views.ConversationMessageView.as_view(), name="conversation-messages"),
     path("<int:conversation_id>/request-contact/", views.ConversationRequestContactView.as_view(), name="conversation-request-contact"),
     path("<int:conversation_id>/close/", views.ConversationCloseView.as_view(), name="conversation-close"),
+    path("<int:conversation_id>/spam/", views.ConversationSpamView.as_view(), name="conversation-spam"),
 ]
diff --git a/apps/backend/hub_platform/conversations/view_base.py b/apps/backend/hub_platform/conversations/view_base.py
new file mode 100644
index 0000000..df7b411
--- /dev/null
+++ b/apps/backend/hub_platform/conversations/view_base.py
@@ -0,0 +1,43 @@
+from rest_framework.request import Request
+from rest_framework.views import APIView
+
+from hub_platform.api.permissions import HasCapability
+from hub_platform.conversations.models import Conversation
+from hub_platform.conversations.selectors import conversation_for_context
+from hub_platform.identity.audit import record_audit_event
+from hub_platform.identity.policy import require_capability
+
+
+class ConversationViewBase(APIView):
+    permission_classes = [HasCapability]
+    required_capability = "conversations.view"
+
+    def _org(self, request: Request):
+        return request.tenant_context.organization
+
+    def _conversation(
+        self,
+        request: Request,
+        conversation_id: int,
+        capability: str = "conversations.view",
+    ) -> Conversation:
+        conversation = conversation_for_context(
+            context=request.tenant_context, conversation_id=conversation_id
+        )
+        if not require_capability(
+            request.tenant_context.membership, capability, conversation
+        ):
+            raise Conversation.DoesNotExist
+        return conversation
+
+    def _audit(
+        self, request: Request, action: str, conversation: Conversation
+    ) -> None:
+        record_audit_event(
+            action=f"conversations.{action}",
+            actor=request.user,
+            organization=self._org(request),
+            object_type="Conversation",
+            object_id=str(conversation.id),
+            request=request,
+        )
diff --git a/apps/backend/hub_platform/conversations/views.py b/apps/backend/hub_platform/conversations/views.py
index aed3b93..2cb191f 100644
--- a/apps/backend/hub_platform/conversations/views.py
+++ b/apps/backend/hub_platform/conversations/views.py
@@ -1,67 +1,33 @@
 from rest_framework.request import Request
 from rest_framework.response import Response
-from rest_framework.views import APIView
 
-from hub_platform.api.permissions import HasCapability
-from hub_platform.conversations.clients import client_detail, clients_overview
-from hub_platform.conversations.command import command_center_overview
-from hub_platform.conversations.models import Contact, ControlMode, Conversation, ConversationRead
-from hub_platform.conversations.selectors import (
-    conversation_for_context,
-    conversations_for_context,
+from hub_platform.conversations.models import (
+    ControlMode,
+    Conversation,
+    ConversationRead,
+    LifecycleState,
 )
+from hub_platform.conversations.selectors import conversations_for_context
 from hub_platform.conversations.serializers import conversation_payload, message_payload
 from hub_platform.conversations.services import (
     ClaimError,
     claim_conversation,
     close_conversation,
+    mark_conversation_as_spam,
     post_operator_message,
     release_to_ai,
     request_contact,
     return_to_queue,
 )
-from hub_platform.conversations.stats import sales_overview_stats
-from hub_platform.identity.audit import record_audit_event
+from hub_platform.conversations.view_base import ConversationViewBase
 from hub_platform.identity.policy import (
     ResourceScope,
     accessible_department_ids,
     authorize,
-    require_capability,
 )
 
 
-class _Base(APIView):
-    permission_classes = [HasCapability]
-    required_capability = "conversations.view"
-
-    def _org(self, request: Request):
-        return request.tenant_context.organization
-
-    def _conversation(
-        self,
-        request: Request,
-        conversation_id: int,
-        capability: str = "conversations.view",
-    ) -> Conversation:
-        conversation = conversation_for_context(
-            context=request.tenant_context, conversation_id=conversation_id
-        )
-        if not require_capability(request.tenant_context.membership, capability, conversation):
-            raise Conversation.DoesNotExist
-        return conversation
-
-    def _audit(self, request: Request, action: str, conversation: Conversation) -> None:
-        record_audit_event(
-            action=f"conversations.{action}",
-            actor=request.user,
-            organization=self._org(request),
-            object_type="Conversation",
-            object_id=str(conversation.id),
-            request=request,
-        )
-
-
-class ConversationListView(_Base):
+class ConversationListView(ConversationViewBase):
     def get(self, request: Request) -> Response:
         items = conversations_for_context(request.tenant_context)
         department_ids = accessible_department_ids(request.tenant_context.membership, self.required_capability)
@@ -79,10 +45,21 @@ class ConversationListView(_Base):
             ConversationRead.objects.filter(user=request.user, conversation__in=items)
             .values_list("conversation_id", "last_read_message_id")
         )
-        return Response({"items": [conversation_payload(c, last_read_id=read_map.get(c.id, 0)) for c in items]})
+        return Response(
+            {
+                "items": [
+                    conversation_payload(
+                        c,
+                        last_read_id=read_map.get(c.id, 0),
+                        viewer_id=request.user.id,
+                    )
+                    for c in items
+                ]
+            }
+        )
 
 
-class ConversationDetailView(_Base):
+class ConversationDetailView(ConversationViewBase):
     def get(self, request: Request, conversation_id: int) -> Response:
         try:
             conversation = self._conversation(request, conversation_id)
@@ -98,10 +75,18 @@ class ConversationDetailView(_Base):
             if not created and read.last_read_message_id < last_id:
                 read.last_read_message_id = last_id
                 read.save(update_fields=["last_read_message_id", "updated_at"])
-        return Response({"conversation": conversation_payload(conversation, with_messages=True)})
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
 
 
-class ConversationClaimView(_Base):
+class ConversationClaimView(ConversationViewBase):
     required_capability = "conversations.operate"
 
     def post(self, request: Request, conversation_id: int) -> Response:
@@ -116,10 +101,18 @@ class ConversationClaimView(_Base):
         except ClaimError as error:
             return Response({"detail": str(error)}, status=409)
         self._audit(request, "claimed", conversation)
-        return Response({"conversation": conversation_payload(conversation, with_messages=True)})
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
 
 
-class ConversationReleaseView(_Base):
+class ConversationReleaseView(ConversationViewBase):
     required_capability = "conversations.operate"
 
     def post(self, request: Request, conversation_id: int) -> Response:
@@ -127,70 +120,51 @@ class ConversationReleaseView(_Base):
             self._conversation(request, conversation_id, self.required_capability)
         except Conversation.DoesNotExist:
             return Response({"detail": "Диалог не найден"}, status=404)
-        conversation = release_to_ai(
-            context=request.tenant_context, conversation_id=conversation_id
-        )
-        self._audit(request, "released_to_ai", conversation)
-        return Response({"conversation": conversation_payload(conversation, with_messages=True)})
-
-
-class ConversationReturnQueueView(_Base):
-    required_capability = "conversations.operate"
-
-    def post(self, request: Request, conversation_id: int) -> Response:
         try:
-            self._conversation(request, conversation_id, self.required_capability)
-        except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
-        conversation = return_to_queue(
-            context=request.tenant_context, conversation_id=conversation_id
-        )
-        self._audit(request, "returned_to_queue", conversation)
-        return Response({"conversation": conversation_payload(conversation, with_messages=True)})
-
-
-class ConversationStatsView(_Base):
-    def get(self, request: Request) -> Response:
-        period = request.query_params.get("period", "today")
-        if period not in ("today", "d7", "d30"):
-            period = "today"
-        department_ids = accessible_department_ids(request.tenant_context.membership, self.required_capability)
-        return Response(sales_overview_stats(request.tenant_context, period, department_ids))
-
-
-class CommandOverviewView(_Base):
-    required_capability = "company.view"
-    require_organization_scope = True
-
-    def get(self, request: Request) -> Response:
-        period = request.query_params.get("period", "today")
-        if period not in ("today", "d7", "d30"):
-            period = "today"
-        return Response(command_center_overview(request.tenant_context, period))
-
-
-class ClientsView(_Base):
-    required_capability = "customers.view"
-
-    def get(self, request: Request) -> Response:
-        department_ids = accessible_department_ids(request.tenant_context.membership, self.required_capability)
-        return Response({"items": clients_overview(self._org(request).id, department_ids)})
-
-
-class ClientDetailView(_Base):
-    required_capability = "customers.view"
-
-    def get(self, request: Request, contact_id: int) -> Response:
-        try:
-            department_ids = accessible_department_ids(request.tenant_context.membership, self.required_capability)
-            return Response(
-                {"client": client_detail(self._org(request).id, contact_id, department_ids)}
+            conversation = release_to_ai(
+                context=request.tenant_context, conversation_id=conversation_id
             )
-        except Contact.DoesNotExist:
-            return Response({"detail": "Клиент не найден"}, status=404)
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
+        self._audit(request, "released_to_ai", conversation)
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
 
 
-class ConversationMessageView(_Base):
+class ConversationReturnQueueView(ConversationViewBase):
+    required_capability = "conversations.operate"
+
+    def post(self, request: Request, conversation_id: int) -> Response:
+        try:
+            self._conversation(request, conversation_id, self.required_capability)
+        except Conversation.DoesNotExist:
+            return Response({"detail": "Диалог не найден"}, status=404)
+        try:
+            conversation = return_to_queue(
+                context=request.tenant_context, conversation_id=conversation_id
+            )
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
+        self._audit(request, "returned_to_queue", conversation)
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
+
+
+class ConversationMessageView(ConversationViewBase):
     required_capability = "conversations.operate"
 
     def post(self, request: Request, conversation_id: int) -> Response:
@@ -203,6 +177,8 @@ class ConversationMessageView(_Base):
             return Response({"detail": "Пустое сообщение"}, status=400)
         if conversation.control_mode != ControlMode.HUMAN:
             return Response({"detail": "Сначала перехватите диалог"}, status=409)
+        if conversation.lifecycle != LifecycleState.OPEN:
+            return Response({"detail": "Диалог закрыт"}, status=409)
         manager_override = authorize(
             request.tenant_context.membership,
             self.required_capability,
@@ -210,13 +186,16 @@ class ConversationMessageView(_Base):
         )
         if conversation.assigned_operator_id != request.user.id and not manager_override:
             return Response({"detail": "Диалог ведёт другой оператор"}, status=409)
-        message = post_operator_message(
-            context=request.tenant_context, conversation=conversation, text=text
-        )
+        try:
+            message = post_operator_message(
+                context=request.tenant_context, conversation=conversation, text=text
+            )
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
         return Response({"message": message_payload(message)}, status=201)
 
 
-class ConversationRequestContactView(_Base):
+class ConversationRequestContactView(ConversationViewBase):
     required_capability = "conversations.operate"
 
     def post(self, request: Request, conversation_id: int) -> Response:
@@ -226,14 +205,22 @@ class ConversationRequestContactView(_Base):
             return Response({"detail": "Диалог не найден"}, status=404)
         if not conversation.contact_id or not conversation.connection_id:
             return Response({"detail": "У диалога нет канала для запроса контакта"}, status=409)
+        if conversation.lifecycle != LifecycleState.OPEN:
+            return Response({"detail": "Диалог закрыт"}, status=409)
         if conversation.contact.phone:
             return Response({"detail": "Контакт уже получен"}, status=409)
-        message = request_contact(context=request.tenant_context, conversation=conversation)
+        try:
+            message = request_contact(
+                context=request.tenant_context,
+                conversation=conversation,
+            )
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
         self._audit(request, "contact_requested", conversation)
         return Response({"message": message_payload(message)}, status=201)
 
 
-class ConversationCloseView(_Base):
+class ConversationCloseView(ConversationViewBase):
     required_capability = "conversations.operate"
 
     def post(self, request: Request, conversation_id: int) -> Response:
@@ -241,8 +228,45 @@ class ConversationCloseView(_Base):
             self._conversation(request, conversation_id, self.required_capability)
         except Conversation.DoesNotExist:
             return Response({"detail": "Диалог не найден"}, status=404)
-        conversation = close_conversation(
-            context=request.tenant_context, conversation_id=conversation_id
-        )
+        try:
+            conversation = close_conversation(
+                context=request.tenant_context, conversation_id=conversation_id
+            )
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
         self._audit(request, "closed", conversation)
-        return Response({"conversation": conversation_payload(conversation, with_messages=True)})
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
+
+
+class ConversationSpamView(ConversationViewBase):
+    required_capability = "conversations.operate"
+
+    def post(self, request: Request, conversation_id: int) -> Response:
+        try:
+            self._conversation(request, conversation_id, self.required_capability)
+        except Conversation.DoesNotExist:
+            return Response({"detail": "Диалог не найден"}, status=404)
+        try:
+            conversation = mark_conversation_as_spam(
+                context=request.tenant_context, conversation_id=conversation_id
+            )
+        except ClaimError as error:
+            return Response({"detail": str(error)}, status=409)
+        self._audit(request, "marked_spam", conversation)
+        return Response(
+            {
+                "conversation": conversation_payload(
+                    conversation,
+                    with_messages=True,
+                    viewer_id=request.user.id,
+                )
+            }
+        )
diff --git a/apps/backend/hub_platform/integrations/migrations/0005_integration_is_active.py b/apps/backend/hub_platform/integrations/migrations/0005_integration_is_active.py
new file mode 100644
index 0000000..4bced9d
--- /dev/null
+++ b/apps/backend/hub_platform/integrations/migrations/0005_integration_is_active.py
@@ -0,0 +1,15 @@
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("integrations", "0004_alter_integration_provider_email"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="integration",
+            name="is_active",
+            field=models.BooleanField(default=True),
+        ),
+    ]
diff --git a/apps/backend/hub_platform/integrations/models.py b/apps/backend/hub_platform/integrations/models.py
index 461f1e5..9bef1ab 100644
--- a/apps/backend/hub_platform/integrations/models.py
+++ b/apps/backend/hub_platform/integrations/models.py
@@ -49,6 +49,9 @@ class Integration(models.Model):
     # Несекретная конфигурация: base_url, модель по умолчанию и т.п.
     config = models.JSONField(default=dict, blank=True)
     status = models.CharField(max_length=16, choices=IntegrationStatus.choices, default=IntegrationStatus.UNCHECKED)
+    # Операционное состояние подключения. В отличие от status (результата
+    # последней проверки), is_active явно разрешает или запрещает runtime.
+    is_active = models.BooleanField(default=True)
     # Подключение (бот/виджет) привязано к каналу обработки (ADR-HUB-0019, M2).
     channel = models.ForeignKey("channels.Channel", on_delete=models.SET_NULL, null=True, blank=True, related_name="connections")
     # Курсор Long Polling (marker MAX / offset Telegram).
diff --git a/apps/backend/hub_platform/integrations/serializers.py b/apps/backend/hub_platform/integrations/serializers.py
index c977b78..08bd932 100644
--- a/apps/backend/hub_platform/integrations/serializers.py
+++ b/apps/backend/hub_platform/integrations/serializers.py
@@ -9,6 +9,7 @@ def integration_payload(integration: Integration) -> dict[str, object]:
         "provider": integration.provider,
         "name": integration.name,
         "hasSecret": bool(integration.secret),
+        "isActive": integration.is_active,
         "config": {
             "baseUrl": integration.config.get("base_url", ""),
             "defaultModel": integration.config.get("default_model", ""),
diff --git a/apps/backend/hub_platform/integrations/services.py b/apps/backend/hub_platform/integrations/services.py
index f980d69..cef1385 100644
--- a/apps/backend/hub_platform/integrations/services.py
+++ b/apps/backend/hub_platform/integrations/services.py
@@ -24,17 +24,26 @@ class IntegrationInput:
     secret: str | None = None  # None = не менять при update
     config: dict = field(default_factory=dict)
     channel_id: int | None = None  # канал обработки для подключения (ADR-HUB-0019)
+    is_active: bool | None = None
 
 
-def _resolve_channel(organization: Organization, channel_id: int | None):
+def _resolve_channel(
+    organization: Organization,
+    channel_id: int | None,
+    *,
+    current_channel_id: int | None = None,
+):
     if not channel_id:
         return None
     from hub_platform.channels.models import Channel
 
     try:
-        return Channel.objects.get(organization=organization, id=channel_id)
+        channel = Channel.objects.get(organization=organization, id=channel_id)
     except Channel.DoesNotExist as error:
         raise ValidationError({"channel": "Channel not found"}) from error
+    if not channel.is_active and channel.id != current_channel_id:
+        raise ValidationError({"channel": "Inactive channel cannot accept connections"})
+    return channel
 
 
 def _email_config(config: dict) -> dict:
@@ -124,6 +133,7 @@ def create_integration(*, context: TenantContext, data: IntegrationInput) -> Int
         secret=(data.secret or "").strip(),
         config=_normalized_config(provider, data.config),
         channel=_resolve_channel(organization, data.channel_id),
+        is_active=True if data.is_active is None else data.is_active,
         status=IntegrationStatus.UNCHECKED,
     )
     integration.full_clean(exclude=["secret"])
@@ -148,7 +158,13 @@ def update_integration(
         raise ValidationError({"integration": "Integration belongs to another organization"})
     integration.name = data.name.strip() or integration.name
     integration.config = _normalized_config(integration.provider, data.config)
-    integration.channel = _resolve_channel(integration.organization, data.channel_id)
+    integration.channel = _resolve_channel(
+        integration.organization,
+        data.channel_id,
+        current_channel_id=integration.channel_id,
+    )
+    if data.is_active is not None:
+        integration.is_active = data.is_active
     # Пустой/отсутствующий секрет при обновлении не затирает существующий.
     if data.secret:
         integration.secret = data.secret.strip()
diff --git a/apps/backend/hub_platform/integrations/test_activation.py b/apps/backend/hub_platform/integrations/test_activation.py
new file mode 100644
index 0000000..b093251
--- /dev/null
+++ b/apps/backend/hub_platform/integrations/test_activation.py
@@ -0,0 +1,66 @@
+from django.core.exceptions import ValidationError
+from django.test import TestCase
+
+from hub_platform.channels.models import Channel
+from hub_platform.identity.bootstrap import bootstrap_edevs_owner
+from hub_platform.identity.models import Organization
+from hub_platform.integrations.models import IntegrationProvider
+from hub_platform.integrations.serializers import integration_payload
+from hub_platform.integrations.services import (
+    IntegrationInput,
+    create_integration,
+    update_integration,
+)
+from hub_platform.testing import system_tenant_context
+
+
+class IntegrationActivationTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_edevs_owner(
+            email="owner@edevs.tech", password="temporary-password"
+        )
+        organization = Organization.objects.get(slug="edevs")
+        self.context = system_tenant_context(organization)
+        self.channel = Channel.objects.create(
+            organization=organization,
+            code="activation",
+            name="Канал подключения",
+        )
+
+    def test_activation_round_trip_in_service_and_payload(self) -> None:
+        integration = create_integration(
+            context=self.context,
+            data=IntegrationInput(
+                provider=IntegrationProvider.WEB,
+                name="Виджет",
+                channel_id=self.channel.id,
+            ),
+        )
+        updated = update_integration(
+            context=self.context,
+            integration=integration,
+            data=IntegrationInput(
+                provider=integration.provider,
+                name=integration.name,
+                config=integration.config,
+                channel_id=self.channel.id,
+                is_active=False,
+            ),
+        )
+
+        self.assertFalse(updated.is_active)
+        self.assertFalse(integration_payload(updated)["isActive"])
+
+    def test_new_binding_to_inactive_channel_is_rejected(self) -> None:
+        self.channel.is_active = False
+        self.channel.save(update_fields=["is_active"])
+
+        with self.assertRaises(ValidationError):
+            create_integration(
+                context=self.context,
+                data=IntegrationInput(
+                    provider=IntegrationProvider.WEB,
+                    name="Виджет",
+                    channel_id=self.channel.id,
+                ),
+            )
diff --git a/apps/backend/hub_platform/integrations/views.py b/apps/backend/hub_platform/integrations/views.py
index 02ef6c2..2eaaf76 100644
--- a/apps/backend/hub_platform/integrations/views.py
+++ b/apps/backend/hub_platform/integrations/views.py
@@ -31,6 +31,11 @@ def _input(body: dict[str, object], *, current: Integration | None = None) -> In
         secret=body.get("secret") if "secret" in body else None,
         config=config if isinstance(config, dict) else {},
         channel_id=channel_id,
+        is_active=(
+            body["isActive"]
+            if isinstance(body.get("isActive"), bool)
+            else (current.is_active if current else None)
+        ),
     )
 
 
diff --git a/apps/backend/hub_platform/notifications/tests.py b/apps/backend/hub_platform/notifications/tests.py
index d1a0aa1..c43ec97 100644
--- a/apps/backend/hub_platform/notifications/tests.py
+++ b/apps/backend/hub_platform/notifications/tests.py
@@ -170,6 +170,49 @@ class PollerSelectionTests(NotifierTestBase):
         self.assertIn(client_bot.id, polled_ids)
         self.assertNotIn(self.integration.id, polled_ids)
 
+    def test_disabled_connection_and_inactive_channel_are_not_polled(self) -> None:
+        from hub_platform.channels.models import Channel
+        from hub_platform.conversations import poller
+
+        active_channel = Channel.objects.create(
+            organization=self.organization,
+            code="active-channel",
+            name="Активный канал",
+        )
+        inactive_channel = Channel.objects.create(
+            organization=self.organization,
+            code="inactive-channel",
+            name="Неактивный канал",
+            is_active=False,
+        )
+        Integration.objects.create(
+            organization=self.organization,
+            kind=IntegrationKind.MESSENGER,
+            provider=IntegrationProvider.TELEGRAM,
+            name="disabled-client",
+            secret="token",
+            channel=active_channel,
+            is_active=False,
+        )
+        Integration.objects.create(
+            organization=self.organization,
+            kind=IntegrationKind.MESSENGER,
+            provider=IntegrationProvider.TELEGRAM,
+            name="inactive-channel-client",
+            secret="token",
+            channel=inactive_channel,
+        )
+
+        with mock.patch(
+            "hub_platform.conversations.poller.transports.poll",
+            return_value=([], ""),
+        ) as poll:
+            poller.poll_all_messengers(self.context)
+
+        polled_names = [call.args[0].name for call in poll.call_args_list]
+        self.assertNotIn("disabled-client", polled_names)
+        self.assertNotIn("inactive-channel-client", polled_names)
+
 
 class BindingApiTests(NotifierTestBase):
     def setUp(self) -> None:
diff --git a/apps/internal-ui/src/features/conversations/Composer.tsx b/apps/internal-ui/src/features/conversations/Composer.tsx
index 1988c42..89e9ac7 100644
--- a/apps/internal-ui/src/features/conversations/Composer.tsx
+++ b/apps/internal-ui/src/features/conversations/Composer.tsx
@@ -4,9 +4,36 @@ import { Icon } from "../../shared/icons";
 import { sendOperatorMessage } from "./model";
 import type { ControlMode } from "./types";
 
-export function Composer({ mode, conversationId, onClaim, onRelease, onReturnQueue, onClose, onSent }: { mode: ControlMode; conversationId: number | null; onClaim: () => void; onRelease: () => void; onReturnQueue: () => void; onClose: () => void; onSent: () => void }) {
+export function Composer({ mode, loaded, assignedOperatorName, conversationId, onClaim, onRelease, onReturnQueue, onClose, onSent }: { mode: ControlMode; loaded: boolean; assignedOperatorName?: string; conversationId: number | null; onClaim: () => void; onRelease: () => void; onReturnQueue: () => void; onClose: () => void; onSent: () => void }) {
   const [text, setText] = useState("");
   const [sending, setSending] = useState(false);
+  const [sendError, setSendError] = useState("");
+
+  if (conversationId == null) {
+    return <div className="sales-composer"><div className="sales-waiting-composer"><div><strong>Выберите диалог</strong></div></div></div>;
+  }
+
+  if (!loaded) {
+    return <div className="sales-composer"><div className="sales-waiting-composer"><div><strong>Загрузка диалога…</strong></div></div></div>;
+  }
+
+  if (mode === "closed") {
+    return (
+      <div className="sales-composer"><div className="sales-waiting-composer">
+        <span><Icon name="lock" size={19} /></span>
+        <div><strong>Диалог закрыт</strong><p>История сохранена. Новое обращение клиента создаст новый диалог.</p></div>
+      </div></div>
+    );
+  }
+
+  if (mode === "assigned") {
+    return (
+      <div className="sales-composer"><div className="sales-waiting-composer">
+        <span><Icon name="lock" size={19} /></span>
+        <div><strong>{assignedOperatorName ? `Диалог ведёт ${assignedOperatorName}` : "Диалог ведёт другой оператор"}</strong><p>Отправка сообщений доступна назначенному оператору.</p></div>
+      </div></div>
+    );
+  }
 
   if (mode === "waiting") {
     return (
@@ -32,10 +59,13 @@ export function Composer({ mode, conversationId, onClaim, onRelease, onReturnQue
     const value = text.trim();
     if (!value || conversationId == null || sending) return;
     setSending(true);
+    setSendError("");
     try {
       await sendOperatorMessage(conversationId, value);
       setText("");
       onSent();
+    } catch (error) {
+      setSendError(error instanceof Error ? error.message : "Не удалось отправить сообщение");
     } finally {
       setSending(false);
     }
@@ -50,7 +80,6 @@ export function Composer({ mode, conversationId, onClaim, onRelease, onReturnQue
         <button onClick={onClose}>Закрыть</button>
       </div>
       <div className="sales-message-input">
-        <button aria-label="Прикрепить файл"><Icon name="paperclip" size={19} /></button>
         <textarea
           rows={1}
           placeholder="Введите сообщение…"
@@ -60,6 +89,7 @@ export function Composer({ mode, conversationId, onClaim, onRelease, onReturnQue
         />
         <button onClick={() => void send()} disabled={sending}>Отправить<Icon name="send" size={15} /></button>
       </div>
+      {sendError && <div className="sales-composer-error">{sendError}</div>}
     </div>
   );
 }
diff --git a/apps/internal-ui/src/features/conversations/ConversationActions.tsx b/apps/internal-ui/src/features/conversations/ConversationActions.tsx
new file mode 100644
index 0000000..08cc553
--- /dev/null
+++ b/apps/internal-ui/src/features/conversations/ConversationActions.tsx
@@ -0,0 +1,62 @@
+import { Dropdown } from "antd";
+import { useState } from "react";
+
+import { DecisionDialog } from "../../shared/DecisionDialog";
+import { Icon } from "../../shared/icons";
+import { Button } from "../../shared/ui-controls";
+
+export function ConversationActions({
+  open,
+  onClose,
+  onSpam,
+}: {
+  open: boolean;
+  onClose: () => void;
+  onSpam: () => Promise<boolean>;
+}) {
+  const [confirmSpam, setConfirmSpam] = useState(false);
+  const [busy, setBusy] = useState(false);
+
+  if (!open) return null;
+
+  async function confirm() {
+    setBusy(true);
+    try {
+      if (await onSpam()) setConfirmSpam(false);
+    } finally {
+      setBusy(false);
+    }
+  }
+
+  const items = [
+    {
+      key: "close",
+      label: <button type="button" onClick={onClose}><Icon name="lock" size={15} />Закрыть диалог</button>,
+    },
+    { type: "divider" as const },
+    {
+      key: "spam",
+      label: <button className="danger" type="button" onClick={() => setConfirmSpam(true)}><Icon name="warning" size={15} />Пометить как спам</button>,
+    },
+  ];
+
+  return (
+    <>
+      <Dropdown menu={{ items }} trigger={["click"]} placement="bottomRight" overlayClassName="app-dropdown">
+        <button className="sales-more-button row-menu-button" type="button" aria-label="Действия диалога"><Icon name="more" size={18} /></button>
+      </Dropdown>
+      <DecisionDialog
+        open={confirmSpam}
+        onClose={() => !busy && setConfirmSpam(false)}
+        tone="danger"
+        icon="warning"
+        title="Пометить диалог как спам?"
+        description="Диалог будет закрыт для ответов и останется в истории со статусом «Спам»."
+        actions={<>
+          <Button variant="secondary" disabled={busy} onClick={() => setConfirmSpam(false)}>Отмена</Button>
+          <Button variant="danger-outline" icon="warning" disabled={busy} onClick={() => void confirm()}>Пометить как спам</Button>
+        </>}
+      />
+    </>
+  );
+}
diff --git a/apps/internal-ui/src/features/conversations/ConversationThread.tsx b/apps/internal-ui/src/features/conversations/ConversationThread.tsx
index 2084f66..ff1ed1d 100644
--- a/apps/internal-ui/src/features/conversations/ConversationThread.tsx
+++ b/apps/internal-ui/src/features/conversations/ConversationThread.tsx
@@ -1,6 +1,8 @@
 import { useEffect, useRef, type ReactNode } from "react";
 
 import { Icon } from "../../shared/icons";
+import { ConversationActions } from "./ConversationActions";
+import { EmailMessageBody } from "./EmailMessageBody";
 import { statusFor } from "./data";
 import { providerMeta } from "../../shared/providers";
 import type { ApiConversation, ApiMessage } from "./model";
@@ -10,7 +12,7 @@ function fmtTime(value: string): string {
   return new Date(value).toLocaleTimeString("ru-RU", { hour: "2-digit", minute: "2-digit" });
 }
 
-export function ConversationThread({ controlMode, dialog, detail, onClaim, onCall }: { controlMode: ControlMode; dialog: ConversationListItem | null; detail: ApiConversation | null; onClaim: () => void; onCall: () => void }) {
+export function ConversationThread({ controlMode, dialog, detail, onClaim, onCall, onClose, onSpam }: { controlMode: ControlMode; dialog: ConversationListItem | null; detail: ApiConversation | null; onClaim: () => void; onCall: () => void; onClose: () => void; onSpam: () => Promise<boolean> }) {
   const timelineRef = useRef<HTMLDivElement>(null);
   const messages = detail?.messages ?? [];
   const lastMessageId = messages.length ? messages[messages.length - 1].id : 0;
@@ -24,7 +26,7 @@ export function ConversationThread({ controlMode, dialog, detail, onClaim, onCal
   if (!dialog) {
     return <div className="sales-timeline"><div className="sales-timeline-inner"><div className="sales-wait-note">Выберите диалог</div></div></div>;
   }
-  const status = statusFor(controlMode);
+  const status = statusFor(controlMode, detail?.assignedOperator?.name);
   const channel = providerMeta[dialog.channel];
   return (
     <>
@@ -39,10 +41,10 @@ export function ConversationThread({ controlMode, dialog, detail, onClaim, onCal
         <div className="sales-conversation-actions">
           {controlMode === "waiting" && <button className="sales-claim-button" onClick={onClaim}><Icon name="check" size={15} />Забрать</button>}
           {controlMode === "ai" && <button className="sales-ai-button" onClick={onClaim}>Перехватить AI</button>}
-          {detail?.lifecycle === "OPEN" && (
+          {detail?.lifecycle === "OPEN" && dialog.channel !== "EMAIL" && (
             <button className="sales-more-button" aria-label="Запросить онлайн-звонок" title="Запросить онлайн-звонок" onClick={onCall}><Icon name="phone" size={17} /></button>
           )}
-          <button className="sales-more-button" aria-label="Действия диалога"><Icon name="more" size={18} /></button>
+          <ConversationActions open={detail?.lifecycle === "OPEN"} onClose={onClose} onSpam={onSpam} />
         </div>
       </div>
       <div className="sales-timeline" ref={timelineRef}>
@@ -65,7 +67,9 @@ function MessageRow({ message, dialog }: { message: ApiMessage; dialog: Conversa
   const actor = message.author === "AI" ? "AI-агент" : message.author === "OPERATOR" ? "Оператор" : undefined;
   return (
     <Message side={side} initials={dialog.initials} avatarBg={dialog.avatarBg} actor={actor} time={fmtTime(message.createdAt)}>
-      {message.text}
+      {message.author === "CONTACT" && message.contentHtml
+        ? <EmailMessageBody html={message.contentHtml} />
+        : message.text}
     </Message>
   );
 }
diff --git a/apps/internal-ui/src/features/conversations/ConversationWorkspace.tsx b/apps/internal-ui/src/features/conversations/ConversationWorkspace.tsx
index 038f387..6e654e4 100644
--- a/apps/internal-ui/src/features/conversations/ConversationWorkspace.tsx
+++ b/apps/internal-ui/src/features/conversations/ConversationWorkspace.tsx
@@ -1,4 +1,4 @@
-import { useCallback, useEffect, useMemo, useState, type ReactNode } from "react";
+import { useCallback, useEffect, useMemo, useRef, useState, type ReactNode } from "react";
 
 import { CallOverlay } from "./CallOverlay";
 import { Composer } from "./Composer";
@@ -10,6 +10,7 @@ import {
   controlModeOf,
   fetchConversation,
   fetchConversations,
+  markConversationAsSpam,
   releaseConversation,
   returnToQueue,
   toConversationListItem,
@@ -35,25 +36,37 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
   const [search, setSearch] = useState("");
   const [conversations, setConversations] = useState<ApiConversation[]>([]);
   const [listLoaded, setListLoaded] = useState(false);
+  const [listError, setListError] = useState("");
   const [selectedId, setSelectedId] = useState<number | null>(initialConversationId ?? null);
   const [detail, setDetail] = useState<ApiConversation | null>(null);
+  const [detailError, setDetailError] = useState("");
+  const [actionError, setActionError] = useState("");
+  const selectedIdRef = useRef<number | null>(selectedId);
+  selectedIdRef.current = selectedId;
 
   const loadList = useCallback(async () => {
     try {
       const items = await fetchConversations(department);
       setConversations(items);
       setListLoaded(true);
+      setListError("");
       setSelectedId((current) => current ?? items[0]?.id ?? null);
     } catch {
-      /* keep previous list on transient errors */
+      setListError("Не удалось обновить список диалогов");
     }
   }, [department]);
 
   const loadDetail = useCallback(async (id: number) => {
     try {
-      setDetail(await fetchConversation(id));
+      const loaded = await fetchConversation(id);
+      if (selectedIdRef.current === id) {
+        setDetail(loaded);
+        setDetailError("");
+      }
     } catch {
-      /* ignore */
+      if (selectedIdRef.current === id) {
+        setDetailError("Не удалось загрузить диалог");
+      }
     }
   }, []);
 
@@ -69,6 +82,9 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
 
   useEffect(() => {
     if (selectedId == null) return;
+    setDetail(null);
+    setDetailError("");
+    setActionError("");
     void loadDetail(selectedId);
     const timer = setInterval(() => loadDetail(selectedId), 3000);
     return () => clearInterval(timer);
@@ -84,7 +100,7 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
   const filtered = useMemo(() => {
     const query = search.trim().toLowerCase();
     return dialogs.filter((dialog) => {
-      if (query && !`${dialog.name} ${dialog.product} ${dialog.preview}`.toLowerCase().includes(query)) return false;
+      if (query && !`${dialog.name} ${dialog.email} ${dialog.product} ${dialog.preview}`.toLowerCase().includes(query)) return false;
       if (listTab === "wait") return dialog.mode === "wait";
       if (listTab === "ai") return dialog.mode === "ai";
       if (listTab === "operator") return dialog.mode === "operator";
@@ -94,29 +110,32 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
   }, [dialogs, listTab, search]);
 
   const selectedDialog = dialogs.find((dialog) => dialog.id === selectedId) ?? null;
-  const controlMode = detail ? controlModeOf(detail) : "ai";
+  const detailLoaded = detail?.id === selectedId;
+  const controlMode = detailLoaded ? controlModeOf(detail) : "waiting";
 
   function applyUpdated(updated: ApiConversation) {
     setDetail(updated);
+    setActionError("");
     void loadList();
   }
 
-  const onClaim = async () => {
-    if (selectedId == null) return;
-    try { applyUpdated(await claimConversation(selectedId)); } catch { /* ignore */ }
-  };
-  const onRelease = async () => {
-    if (selectedId == null) return;
-    try { applyUpdated(await releaseConversation(selectedId)); } catch { /* ignore */ }
-  };
-  const onReturnQueue = async () => {
-    if (selectedId == null) return;
-    try { applyUpdated(await returnToQueue(selectedId)); } catch { /* ignore */ }
-  };
-  const onClose = async () => {
-    if (selectedId == null) return;
-    try { applyUpdated(await closeConversation(selectedId)); } catch { /* ignore */ }
-  };
+  async function updateConversation(action: (id: number) => Promise<ApiConversation>): Promise<boolean> {
+    if (selectedId == null) return false;
+    setActionError("");
+    try {
+      applyUpdated(await action(selectedId));
+      return true;
+    } catch (error) {
+      setActionError(error instanceof Error ? error.message : "Не удалось выполнить действие");
+      return false;
+    }
+  }
+
+  const onClaim = () => { void updateConversation(claimConversation); };
+  const onRelease = () => { void updateConversation(releaseConversation); };
+  const onReturnQueue = () => { void updateConversation(returnToQueue); };
+  const onClose = () => { void updateConversation(closeConversation); };
+  const onSpam = () => updateConversation(markConversationAsSpam);
 
   return (
     <div className="sales-dialogs">
@@ -128,12 +147,14 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
         listTab={listTab}
         selectedId={selectedId ?? -1}
         search={search}
+        errorText={listError}
         setSearch={setSearch}
         setListTab={setListTab}
         setSelectedId={setSelectedId}
       />
       <section className="sales-conversation">
-        <ConversationThread controlMode={controlMode} dialog={selectedDialog} detail={detail} onClaim={onClaim} onCall={() => void callController.start()} />
+        <ConversationThread controlMode={controlMode} dialog={selectedDialog} detail={detail} onClaim={onClaim} onCall={() => void callController.start()} onClose={onClose} onSpam={onSpam} />
+        {(detailError || actionError) && <div className="sales-conversation-error">{detailError || actionError}</div>}
         <CallOverlay
           open={callController.open}
           dialog={selectedDialog}
@@ -147,6 +168,8 @@ export function ConversationWorkspace({ department, listTitle, searchPlaceholder
         />
         <Composer
           mode={controlMode}
+          loaded={detailLoaded}
+          assignedOperatorName={detail?.assignedOperator?.name}
           conversationId={selectedId}
           onClaim={onClaim}
           onRelease={onRelease}
diff --git a/apps/internal-ui/src/features/conversations/DialogList.tsx b/apps/internal-ui/src/features/conversations/DialogList.tsx
index c871755..db42697 100644
--- a/apps/internal-ui/src/features/conversations/DialogList.tsx
+++ b/apps/internal-ui/src/features/conversations/DialogList.tsx
@@ -5,7 +5,7 @@ import { providerMeta } from "../../shared/providers";
 import type { ConversationListItem, ListTab } from "./types";
 import { SearchInput } from "../../shared/ui-controls";
 
-export function DialogList({ title = "Диалоги", searchPlaceholder = "Поиск по клиенту, продукту…", dialogs, filtered, listTab, selectedId, search, setSearch, setListTab, setSelectedId }: {
+export function DialogList({ title = "Диалоги", searchPlaceholder = "Поиск по клиенту, продукту…", dialogs, filtered, listTab, selectedId, search, errorText, setSearch, setListTab, setSelectedId }: {
   title?: string;
   searchPlaceholder?: string;
   dialogs: ConversationListItem[];
@@ -13,6 +13,7 @@ export function DialogList({ title = "Диалоги", searchPlaceholder = "По
   listTab: ListTab;
   selectedId: number;
   search: string;
+  errorText?: string;
   setSearch: (value: string) => void;
   setListTab: (tab: ListTab) => void;
   setSelectedId: (id: number) => void;
@@ -33,6 +34,7 @@ export function DialogList({ title = "Диалоги", searchPlaceholder = "По
         <DialogTab active={listTab === "unread"} onClick={() => setListTab("unread")}>Непрочитанные {unreadCount > 0 && <b>{unreadCount}</b>}</DialogTab>
       </div>
       <div className="sales-dialog-list-body">
+        {errorText && <div className="sales-wait-note sales-load-error">{errorText}</div>}
         {filtered.map((dialog) => <DialogListItem dialog={dialog} active={dialog.id === selectedId} setSelectedId={setSelectedId} key={dialog.id} />)}
       </div>
     </section>
diff --git a/apps/internal-ui/src/features/conversations/EmailMessageBody.tsx b/apps/internal-ui/src/features/conversations/EmailMessageBody.tsx
new file mode 100644
index 0000000..22c6a47
--- /dev/null
+++ b/apps/internal-ui/src/features/conversations/EmailMessageBody.tsx
@@ -0,0 +1,37 @@
+import { useMemo } from "react";
+
+const DOCUMENT_START = `<!doctype html>
+<html lang="ru">
+<head>
+  <meta charset="utf-8">
+  <meta http-equiv="Content-Security-Policy" content="default-src 'none'; base-uri 'none'; form-action 'none'; img-src data:; style-src 'unsafe-inline'">
+  <meta name="referrer" content="no-referrer">
+  <style>
+    :root { color-scheme: light; }
+    body { margin: 0; color: #262626; background: #fff; font: 13.5px/1.5 Arial, sans-serif; overflow-wrap: anywhere; }
+    p, ul, ol, blockquote, pre, table { margin: 0 0 10px; }
+    p:last-child, ul:last-child, ol:last-child, blockquote:last-child, pre:last-child, table:last-child { margin-bottom: 0; }
+    blockquote { margin-left: 0; padding-left: 12px; color: #595959; border-left: 3px solid #d9d9d9; }
+    pre { padding: 8px; background: #f5f5f5; white-space: pre-wrap; }
+    table { width: 100%; border-collapse: collapse; }
+    th, td { padding: 5px 7px; border: 1px solid #d9d9d9; text-align: left; vertical-align: top; }
+    a { color: #1677ff; }
+  </style>
+</head>
+<body>`;
+
+export function EmailMessageBody({ html }: { html: string }) {
+  const srcDoc = useMemo(
+    () => `${DOCUMENT_START}${html}</body></html>`,
+    [html],
+  );
+  return (
+    <iframe
+      className="sales-email-body-frame"
+      referrerPolicy="no-referrer"
+      sandbox=""
+      srcDoc={srcDoc}
+      title="Содержимое письма"
+    />
+  );
+}
diff --git a/apps/internal-ui/src/features/conversations/data.ts b/apps/internal-ui/src/features/conversations/data.ts
index 8f4ab5e..c699f74 100644
--- a/apps/internal-ui/src/features/conversations/data.ts
+++ b/apps/internal-ui/src/features/conversations/data.ts
@@ -7,8 +7,10 @@ export const modeDots: Record<DialogMode, string> = {
   closed: "#bfbfbf",
 };
 
-export function statusFor(mode: ControlMode): StatusInfo {
+export function statusFor(mode: ControlMode, assignedOperatorName?: string): StatusInfo {
   if (mode === "ai") return { label: "AI отвечает", color: "#722ed1", bg: "#f9f0ff", border: "#efdbff", dot: "#722ed1" };
   if (mode === "human") return { label: "Вы ведёте диалог", color: "#0958d9", bg: "#e6f4ff", border: "#91caff", dot: "#1677ff" };
+  if (mode === "assigned") return { label: assignedOperatorName ? `Ведёт ${assignedOperatorName}` : "Ведёт другой оператор", color: "#595959", bg: "#fafafa", border: "#d9d9d9", dot: "#8c8c8c" };
+  if (mode === "closed") return { label: "Диалог закрыт", color: "#595959", bg: "#f5f5f5", border: "#d9d9d9", dot: "#bfbfbf" };
   return { label: "Ждёт оператора", color: "#d48806", bg: "#fffbe6", border: "#ffe58f", dot: "#faad14" };
 }
diff --git a/apps/internal-ui/src/features/conversations/model.ts b/apps/internal-ui/src/features/conversations/model.ts
index 2c7dbf4..15e8753 100644
--- a/apps/internal-ui/src/features/conversations/model.ts
+++ b/apps/internal-ui/src/features/conversations/model.ts
@@ -2,12 +2,12 @@ import { api } from "../../api/client";
 import type { ChannelKey, ConversationListItem, ControlMode, DialogMode } from "./types";
 
 // kind: "" — текст, "contact_request" — запрос контакта, "contact" — клиент поделился номером.
-export type ApiMessage = { id: number; author: "CONTACT" | "AI" | "OPERATOR" | "SYSTEM"; kind?: string; text: string; createdAt: string };
+export type ApiMessage = { id: number; author: "CONTACT" | "AI" | "OPERATOR" | "SYSTEM"; kind?: string; text: string; contentHtml?: string; createdAt: string };
 
 export type HistoryItem = {
   id: number;
   channelName: string;
-  provider: "MAX" | "TELEGRAM" | "WEB" | null;
+  provider: "EMAIL" | "MAX" | "TELEGRAM" | "WEB" | null;
   lifecycle: "OPEN" | "CLOSED" | "SPAM";
   createdAt: string;
   lastActivityAt: string;
@@ -41,16 +41,18 @@ export type OperatorCard = {
 export type ApiConversation = {
   id: number;
   channel: { code: string; name: string; product: { code: string; name: string } | null };
-  connection: { id: number; provider: "MAX" | "TELEGRAM" | "WEB"; name: string } | null;
+  connection: { id: number; provider: "EMAIL" | "MAX" | "TELEGRAM" | "WEB"; name: string } | null;
   // Источник identity: sales Contact (лид) ИЛИ verified SupportIdentitySnapshot.
   // ADR-HUB-0022: ровно один заполнен.
   // phone появляется после явного шаринга контакта; username (@логин TG/MAX) — только в detail-режиме.
-  contact: { id: number; name: string; phone?: string; username?: string } | null;
+  contact: { id: number; name: string; email?: string; phone?: string; username?: string } | null;
   supportIdentitySnapshot: SupportIdentitySnapshotRef | null;
   lifecycle: "OPEN" | "CLOSED" | "SPAM";
   controlMode: "AI" | "HUMAN" | "PAUSED";
   expectedResponder: string;
   assignedOperatorId: number | null;
+  assignedOperator: { id: number; name: string } | null;
+  isAssignedToViewer: boolean;
   lastActivityAt: string;
   createdAt: string;
   lastMessage: ApiMessage | null;
@@ -60,10 +62,18 @@ export type ApiConversation = {
 };
 
 const AVATAR_PALETTE = ["#eb6f4b", "#3b82c4", "#9254de", "#13a8a8", "#d4860b", "#52a838", "#c4413b", "#6b5be0"];
-const PROVIDER_CHANNEL: Record<string, ChannelKey> = { MAX: "MAX", TELEGRAM: "TG", WEB: "WEB" };
+const PROVIDER_CHANNEL: Record<string, ChannelKey> = {
+  EMAIL: "EMAIL",
+  MAX: "MAX",
+  TELEGRAM: "TG",
+  WEB: "WEB",
+};
 
 export function controlModeOf(conversation: ApiConversation): ControlMode {
-  if (conversation.controlMode === "HUMAN") return "human";
+  if (conversation.lifecycle !== "OPEN") return "closed";
+  if (conversation.controlMode === "HUMAN") {
+    return conversation.isAssignedToViewer ? "human" : "assigned";
+  }
   if (conversation.controlMode === "AI") return "ai";
   return "waiting";
 }
@@ -100,6 +110,7 @@ export function toConversationListItem(conversation: ApiConversation): Conversat
     avatarBg: AVATAR_PALETTE[seed % AVATAR_PALETTE.length],
     product: conversation.channel.name,
     channel: PROVIDER_CHANNEL[conversation.connection?.provider ?? "WEB"] ?? "WEB",
+    email: conversation.contact?.email ?? "",
     mode: dialogMode(conversation),
     preview: conversation.lastMessage?.text.replace(/\s+/g, " ").slice(0, 80) ?? "—",
     time: new Date(conversation.lastActivityAt).toLocaleTimeString("ru-RU", { hour: "2-digit", minute: "2-digit" }),
@@ -118,6 +129,7 @@ export const returnToQueue = (id: number) => api<{ conversation: ApiConversation
 // Запрос контакта: в TG/MAX клиент видит кнопку «Поделиться контактом», в веб-чате — форму телефона.
 export const requestContact = (id: number) => api(`/api/v1/conversations/${id}/request-contact/`, { method: "POST" });
 export const closeConversation = (id: number) => api<{ conversation: ApiConversation }>(`/api/v1/conversations/${id}/close/`, { method: "POST" }).then((r) => r.conversation);
+export const markConversationAsSpam = (id: number) => api<{ conversation: ApiConversation }>(`/api/v1/conversations/${id}/spam/`, { method: "POST" }).then((r) => r.conversation);
 // Бейдж ожидающих диалогов. ConversationStatsView сейчас sales-only (SPEC §12:
 // support-метрики — отдельный endpoint); department-параметр backend не использует.
 export const fetchWaitingCount = () => api<{ waiting: number }>("/api/v1/conversations/stats/").then((r) => r.waiting);
diff --git a/apps/internal-ui/src/features/conversations/types.ts b/apps/internal-ui/src/features/conversations/types.ts
index 1490247..aa3d08a 100644
--- a/apps/internal-ui/src/features/conversations/types.ts
+++ b/apps/internal-ui/src/features/conversations/types.ts
@@ -2,9 +2,9 @@
 // общий conversation workspace, не отдельная реализация под каждый отдел.
 
 export type DialogMode = "ai" | "closed" | "operator" | "wait";
-export type ControlMode = "ai" | "human" | "waiting";
+export type ControlMode = "ai" | "assigned" | "closed" | "human" | "waiting";
 export type ListTab = "ai" | "all" | "operator" | "unread" | "wait";
-export type ChannelKey = "MAX" | "TG" | "WEB";
+export type ChannelKey = "EMAIL" | "MAX" | "TG" | "WEB";
 
 // Элемент списка диалогов (бывш. SalesDialog). Полностью generic.
 export type ConversationListItem = {
@@ -14,6 +14,7 @@ export type ConversationListItem = {
   avatarBg: string;
   product: string;
   channel: ChannelKey;
+  email: string;
   mode: DialogMode;
   preview: string;
   time: string;
diff --git a/apps/internal-ui/src/features/integrations/ConnectionsTable.tsx b/apps/internal-ui/src/features/integrations/ConnectionsTable.tsx
index e845bd8..c52fe77 100644
--- a/apps/internal-ui/src/features/integrations/ConnectionsTable.tsx
+++ b/apps/internal-ui/src/features/integrations/ConnectionsTable.tsx
@@ -17,10 +17,11 @@ type ConnectionsTableProps = {
   testingId: number | null;
   onTest: (integration: Integration) => void;
   onEdit: (integration: Integration) => void;
+  onToggleActive: (integration: Integration) => void;
   onDelete: (integration: Integration) => void;
 };
 
-export function ConnectionsTable({ items, testingId, onTest, onEdit, onDelete }: ConnectionsTableProps) {
+export function ConnectionsTable({ items, testingId, onTest, onEdit, onToggleActive, onDelete }: ConnectionsTableProps) {
   return (
     <div className="table-card">
       <table className="baseline-table">
@@ -44,7 +45,7 @@ export function ConnectionsTable({ items, testingId, onTest, onEdit, onDelete }:
               <td>{item.channel ? item.channel.name : <span className="product-empty-value">—</span>}</td>
               <td><StatusCell integration={item} /></td>
               <td className="row-actions">
-                <RowActions integration={item} testing={testingId === item.id} onTest={onTest} onEdit={onEdit} onDelete={onDelete} />
+                <RowActions integration={item} testing={testingId === item.id} onTest={onTest} onEdit={onEdit} onToggleActive={onToggleActive} onDelete={onDelete} />
               </td>
             </tr>
           ))}
diff --git a/apps/internal-ui/src/features/integrations/IntegrationsPage.tsx b/apps/internal-ui/src/features/integrations/IntegrationsPage.tsx
index 0f22458..d23e9da 100644
--- a/apps/internal-ui/src/features/integrations/IntegrationsPage.tsx
+++ b/apps/internal-ui/src/features/integrations/IntegrationsPage.tsx
@@ -52,6 +52,20 @@ export function IntegrationsPage() {
     }
   }
 
+  async function toggleActive(integration: Integration) {
+    try {
+      const payload = await api<{ integration: Integration }>(`/api/v1/integrations/${integration.id}/`, {
+        method: "PATCH",
+        body: JSON.stringify({ isActive: !integration.isActive }),
+      });
+      setItems((current) => current.map((item) => (
+        item.id === integration.id ? payload.integration : item
+      )));
+    } catch {
+      void load();
+    }
+  }
+
   function startDelete(integration: Integration) {
     setDeletingError(null);
     setDeleting(integration);
@@ -72,7 +86,13 @@ export function IntegrationsPage() {
   const providers = items.filter((item) => item.kind === "LLM_PROVIDER");
   const isConnections = tab === "MESSENGER";
   const shown = isConnections ? connections : providers;
-  const rowHandlers = { testingId, onTest: test, onEdit: (item: Integration) => setForm({ initial: item, kind: item.kind }), onDelete: startDelete };
+  const rowHandlers = {
+    testingId,
+    onTest: test,
+    onEdit: (item: Integration) => setForm({ initial: item, kind: item.kind }),
+    onToggleActive: toggleActive,
+    onDelete: startDelete,
+  };
 
   const header = (
     <PageHeader
diff --git a/apps/internal-ui/src/features/integrations/ProvidersTable.tsx b/apps/internal-ui/src/features/integrations/ProvidersTable.tsx
index 7c98d5e..d973245 100644
--- a/apps/internal-ui/src/features/integrations/ProvidersTable.tsx
+++ b/apps/internal-ui/src/features/integrations/ProvidersTable.tsx
@@ -6,10 +6,11 @@ type ProvidersTableProps = {
   testingId: number | null;
   onTest: (integration: Integration) => void;
   onEdit: (integration: Integration) => void;
+  onToggleActive: (integration: Integration) => void;
   onDelete: (integration: Integration) => void;
 };
 
-export function ProvidersTable({ items, testingId, onTest, onEdit, onDelete }: ProvidersTableProps) {
+export function ProvidersTable({ items, testingId, onTest, onEdit, onToggleActive, onDelete }: ProvidersTableProps) {
   return (
     <div className="table-card">
       <table className="baseline-table">
@@ -40,7 +41,7 @@ export function ProvidersTable({ items, testingId, onTest, onEdit, onDelete }: P
                 </td>
                 <td><StatusCell integration={item} /></td>
                 <td className="row-actions">
-                  <RowActions integration={item} testing={testingId === item.id} onTest={onTest} onEdit={onEdit} onDelete={onDelete} />
+                  <RowActions integration={item} testing={testingId === item.id} onTest={onTest} onEdit={onEdit} onToggleActive={onToggleActive} onDelete={onDelete} />
                 </td>
               </tr>
             );
diff --git a/apps/internal-ui/src/features/integrations/model.ts b/apps/internal-ui/src/features/integrations/model.ts
index e537858..8f3fed8 100644
--- a/apps/internal-ui/src/features/integrations/model.ts
+++ b/apps/internal-ui/src/features/integrations/model.ts
@@ -10,6 +10,7 @@ export type Integration = {
   provider: IntegrationProvider;
   name: string;
   hasSecret: boolean;
+  isActive: boolean;
   // purpose="notifications" — сервисный бот уведомлений сотрудников (не привязан к каналу продаж).
   // email/imap*/smtp* — Email-подключение (SPEC-HUB-0025 §3.1).
   config: {
diff --git a/apps/internal-ui/src/features/integrations/rows.tsx b/apps/internal-ui/src/features/integrations/rows.tsx
index 755bf47..5c41787 100644
--- a/apps/internal-ui/src/features/integrations/rows.tsx
+++ b/apps/internal-ui/src/features/integrations/rows.tsx
@@ -33,6 +33,14 @@ export function formatChecked(value: string | null): string {
 }
 
 export function StatusCell({ integration }: { integration: Integration }) {
+  if (!integration.isActive) {
+    return (
+      <div className="integration-status">
+        <ToneBadge bg="#f5f5f5" color="#8c8c8c">Отключено</ToneBadge>
+        <small>Приём и отправка сообщений остановлены</small>
+      </div>
+    );
+  }
   const status = STATUS_META[integration.status];
   return (
     <div className="integration-status">
@@ -47,14 +55,24 @@ type RowActionsProps = {
   testing: boolean;
   onTest: (integration: Integration) => void;
   onEdit: (integration: Integration) => void;
+  onToggleActive: (integration: Integration) => void;
   onDelete: (integration: Integration) => void;
 };
 
-export function RowActions({ integration, testing, onTest, onEdit, onDelete }: RowActionsProps) {
+export function RowActions({ integration, testing, onTest, onEdit, onToggleActive, onDelete }: RowActionsProps) {
   const [open, setOpen] = useState(false);
   const meta = PROVIDERS[integration.provider];
   const menuItems = [
     { key: "edit", label: <button type="button" onClick={() => { setOpen(false); onEdit(integration); }}><Icon name="edit" size={15} />Изменить</button> },
+    ...(integration.kind === "MESSENGER" ? [{
+      key: "active",
+      label: (
+        <button type="button" onClick={() => { setOpen(false); onToggleActive(integration); }}>
+          <Icon name={integration.isActive ? "pause" : "plug"} size={15} />
+          {integration.isActive ? "Отключить" : "Включить"}
+        </button>
+      ),
+    }] : []),
     { type: "divider" as const },
     { key: "delete", label: <button type="button" className="warning" onClick={() => { setOpen(false); onDelete(integration); }}><Icon name="trash" size={15} />Удалить</button> },
   ];
diff --git a/apps/internal-ui/src/features/sales/SalesClientsPage.tsx b/apps/internal-ui/src/features/sales/SalesClientsPage.tsx
index b22851f..d550f02 100644
--- a/apps/internal-ui/src/features/sales/SalesClientsPage.tsx
+++ b/apps/internal-ui/src/features/sales/SalesClientsPage.tsx
@@ -2,6 +2,7 @@ import { EmptyState, LoadingState } from "../../shared/ui";
 import { SalesClientsFilters } from "./clients/SalesClientsFilters";
 import { SalesClientsHeader } from "./clients/SalesClientsHeader";
 import { SalesClientsTable } from "./clients/SalesClientsTable";
+import { exportClientsCsv } from "./clients/exportClientsCsv";
 import { useClientsData } from "./clients/useClientsData";
 import { useSalesClients } from "./clients/useSalesClients";
 
@@ -11,7 +12,7 @@ export function SalesClientsPage({ openClient }: { openClient: (id: number) => v
 
   return (
     <>
-      <SalesClientsHeader shownCount={clients.rows.length} totalCount={data.length} />
+      <SalesClientsHeader shownCount={clients.filteredCount} totalCount={data.length} onExport={() => exportClientsCsv(clients.filteredRows)} />
       {loading ? (
         <LoadingState />
       ) : error ? (
@@ -19,7 +20,7 @@ export function SalesClientsPage({ openClient }: { openClient: (id: number) => v
       ) : (
         <>
           <SalesClientsFilters clients={clients} />
-          <SalesClientsTable clients={clients} openClient={openClient} totalCount={data.length} />
+          <SalesClientsTable clients={clients} openClient={openClient} />
         </>
       )}
     </>
diff --git a/apps/internal-ui/src/features/sales/client-detail/SalesClientDetailPage.tsx b/apps/internal-ui/src/features/sales/client-detail/SalesClientDetailPage.tsx
index 9b393ad..1874896 100644
--- a/apps/internal-ui/src/features/sales/client-detail/SalesClientDetailPage.tsx
+++ b/apps/internal-ui/src/features/sales/client-detail/SalesClientDetailPage.tsx
@@ -1,7 +1,6 @@
 import { useState } from "react";
 
 import { EmptyState, LoadingState } from "../../../shared/ui";
-import type { RouteKey } from "../../../types";
 import { type ClientDetailTab } from "./model";
 import { SalesClientAuditTab } from "./SalesClientAuditTab";
 import { SalesClientConsentTab } from "./SalesClientConsentTab";
@@ -13,7 +12,7 @@ import { SalesClientOverviewTab } from "./SalesClientOverviewTab";
 import { SalesClientTabs } from "./SalesClientTabs";
 import { useClientDetail } from "./useClientDetail";
 
-export function SalesClientDetailPage({ contactId, setRoute }: { contactId: number | null; setRoute: (route: RouteKey) => void }) {
+export function SalesClientDetailPage({ contactId, openConversation }: { contactId: number | null; openConversation: (conversationId: number) => void }) {
   const [tab, setTab] = useState<ClientDetailTab>("overview");
   const { client, loading, error } = useClientDetail(contactId);
 
@@ -22,10 +21,10 @@ export function SalesClientDetailPage({ contactId, setRoute }: { contactId: numb
 
   return (
     <>
-      <SalesClientHeader client={client} setRoute={setRoute} />
+      <SalesClientHeader client={client} openConversation={openConversation} />
       <SalesClientTabs activeTab={tab} setActiveTab={setTab} />
-      {tab === "overview" && <SalesClientOverviewTab client={client} setRoute={setRoute} />}
-      {tab === "dialogs" && <SalesClientDialogsTab dialogs={client.dialogs} setRoute={setRoute} />}
+      {tab === "overview" && <SalesClientOverviewTab client={client} openConversation={openConversation} />}
+      {tab === "dialogs" && <SalesClientDialogsTab dialogs={client.dialogs} openConversation={openConversation} />}
       {tab === "orders" && <SalesClientSalesTab contactId={contactId} />}
       {tab === "ids" && <SalesClientIdentitiesTab identities={client.identities} />}
       {tab === "consent" && <SalesClientConsentTab />}
diff --git a/apps/internal-ui/src/features/sales/client-detail/SalesClientDialogsTab.tsx b/apps/internal-ui/src/features/sales/client-detail/SalesClientDialogsTab.tsx
index bbaea33..5940d0b 100644
--- a/apps/internal-ui/src/features/sales/client-detail/SalesClientDialogsTab.tsx
+++ b/apps/internal-ui/src/features/sales/client-detail/SalesClientDialogsTab.tsx
@@ -1,13 +1,12 @@
 import { EmptyState } from "../../../shared/ui";
-import type { RouteKey } from "../../../types";
 import type { ClientDetailVm } from "./model";
 
-export function SalesClientDialogsTab({ dialogs, setRoute }: { dialogs: ClientDetailVm["dialogs"]; setRoute: (route: RouteKey) => void }) {
+export function SalesClientDialogsTab({ dialogs, openConversation }: { dialogs: ClientDetailVm["dialogs"]; openConversation: (conversationId: number) => void }) {
   if (dialogs.length === 0) return <EmptyState title="У контакта ещё нет диалогов" />;
   return (
     <div className="sales-client-list-card">
       {dialogs.map((dialog) => (
-        <button className="sales-client-dialog-link" type="button" onClick={() => setRoute("salesDialogs")} key={dialog.id}>
+        <button className="sales-client-dialog-link" type="button" onClick={() => openConversation(dialog.id)} key={dialog.id}>
           <span className="sales-client-dialog-dot" style={{ background: dialog.active ? "#1677ff" : "#bfbfbf" }} />
           <span className="sales-client-dialog-copy"><strong>{dialog.title}</strong><small>{dialog.meta}</small></span>
           <b className={dialog.active ? "active" : ""}>{dialog.status}</b>
diff --git a/apps/internal-ui/src/features/sales/client-detail/SalesClientHeader.tsx b/apps/internal-ui/src/features/sales/client-detail/SalesClientHeader.tsx
index b60d0c4..d63ddf7 100644
--- a/apps/internal-ui/src/features/sales/client-detail/SalesClientHeader.tsx
+++ b/apps/internal-ui/src/features/sales/client-detail/SalesClientHeader.tsx
@@ -1,13 +1,9 @@
-import { Dropdown } from "antd";
-import { useState } from "react";
-
 import { Icon } from "../../../shared/icons";
 import { Button } from "../../../shared/ui-controls";
-import type { RouteKey } from "../../../types";
 import type { ClientDetailVm } from "./model";
 
-export function SalesClientHeader({ client, setRoute }: { client: ClientDetailVm; setRoute: (route: RouteKey) => void }) {
-  const [menuOpen, setMenuOpen] = useState(false);
+export function SalesClientHeader({ client, openConversation }: { client: ClientDetailVm; openConversation: (conversationId: number) => void }) {
+  const targetDialog = client.dialogs.find((dialog) => dialog.active) ?? client.dialogs[0];
 
   return (
     <div className="sales-client-detail-header-card">
@@ -29,20 +25,9 @@ export function SalesClientHeader({ client, setRoute }: { client: ClientDetailVm
           </div>
         </div>
         <div className="sales-client-detail-actions">
-          <Button className="sales-client-primary" icon="message" variant="primary" onClick={() => setRoute("salesDialogs")}>Открыть диалог</Button>
-          <Dropdown menu={{ items: clientMenuItems }} open={menuOpen} onOpenChange={setMenuOpen} trigger={["click"]} placement="bottomRight" overlayClassName="app-dropdown is-wide">
-            <button className="row-menu-button" type="button" aria-label="Действия контакта"><Icon name="more" size={18} /></button>
-          </Dropdown>
+          <Button className="sales-client-primary" icon="message" variant="primary" disabled={!targetDialog} onClick={() => targetDialog && openConversation(targetDialog.id)}>Открыть диалог</Button>
         </div>
       </div>
     </div>
   );
 }
-
-const clientMenuItems = [
-  { key: "merge", label: <button type="button"><Icon name="list" size={15} />Объединить контакты</button> },
-  { key: "split", label: <button type="button"><Icon name="split" size={15} />Разъединить контакты</button> },
-  { key: "edit", label: <button type="button"><Icon name="edit" size={15} />Исправить данные</button> },
-  { type: "divider" as const },
-  { key: "anonymize", label: <button className="danger" type="button"><Icon name="eyeOff" size={15} />Обезличить данные</button> },
-];
diff --git a/apps/internal-ui/src/features/sales/client-detail/SalesClientOverviewTab.tsx b/apps/internal-ui/src/features/sales/client-detail/SalesClientOverviewTab.tsx
index c982f59..96783de 100644
--- a/apps/internal-ui/src/features/sales/client-detail/SalesClientOverviewTab.tsx
+++ b/apps/internal-ui/src/features/sales/client-detail/SalesClientOverviewTab.tsx
@@ -1,8 +1,7 @@
 import { Button } from "../../../shared/ui-controls";
-import type { RouteKey } from "../../../types";
 import type { ClientDetailVm } from "./model";
 
-export function SalesClientOverviewTab({ client, setRoute }: { client: ClientDetailVm; setRoute: (route: RouteKey) => void }) {
+export function SalesClientOverviewTab({ client, openConversation }: { client: ClientDetailVm; openConversation: (conversationId: number) => void }) {
   const currentDialog = client.dialogs.find((dialog) => dialog.active);
   return (
     <div className="sales-client-overview">
@@ -18,7 +17,7 @@ export function SalesClientOverviewTab({ client, setRoute }: { client: ClientDet
               <span className="sales-client-status-blue"><i />{currentDialog.status}</span>
             </div>
             <p className="sales-client-current-dialog">{currentDialog.meta}<br />«{currentDialog.title}»</p>
-            <Button className="sales-client-outline-action" variant="secondary" onClick={() => setRoute("salesDialogs")}>Открыть диалог</Button>
+            <Button className="sales-client-outline-action" variant="secondary" onClick={() => openConversation(currentDialog.id)}>Открыть диалог</Button>
           </section>
         )}
         <section className="sales-client-section-card">
diff --git a/apps/internal-ui/src/features/sales/client-detail/model.ts b/apps/internal-ui/src/features/sales/client-detail/model.ts
index 7a48a01..62fa380 100644
--- a/apps/internal-ui/src/features/sales/client-detail/model.ts
+++ b/apps/internal-ui/src/features/sales/client-detail/model.ts
@@ -11,8 +11,8 @@ export const clientDetailTabs: Array<{ key: ClientDetailTab; label: string }> =
   { key: "audit", label: "Аудит" },
 ];
 
-const PROVIDER_TO_CHANNEL: Record<string, ClientChannelCode> = { MAX: "MAX", TELEGRAM: "TG", WEB: "WEB" };
-const PROVIDER_LABEL: Record<string, string> = { MAX: "MAX", TELEGRAM: "Telegram", WEB: "Web Chat" };
+const PROVIDER_TO_CHANNEL: Record<string, ClientChannelCode> = { EMAIL: "EMAIL", MAX: "MAX", TELEGRAM: "TG", WEB: "WEB" };
+const PROVIDER_LABEL: Record<string, string> = { EMAIL: "Email", MAX: "MAX", TELEGRAM: "Telegram", WEB: "Web Chat" };
 const PAYMENT_LABEL: Record<string, string> = { PENDING: "Ожидает", PAID: "Оплачен", CANCELLED: "Отменён", REFUNDED: "Возврат" };
 const FULFILLMENT_LABEL: Record<string, string> = { NONE: "—", PENDING: "В процессе", DELIVERED: "Исполнен", FAILED: "Ошибка" };
 
@@ -22,6 +22,8 @@ export type ApiClientDetail = {
   id: number;
   cid: string;
   name: string;
+  email: string;
+  phone: string;
   channels: ClientChannelCode[];
   products: ClientProductCode[];
   openDialogs: number;
@@ -71,8 +73,8 @@ export function toClientDetailVm(api: ApiClientDetail): ClientDetailVm {
     name: api.name,
     initials: initialsOf(api.name),
     avatarBg: isGuest ? "#8c8c8c" : avatarColor(api.cid),
-    email: isGuest ? "без контакта" : "—",
-    phone: "идентификация по каналу",
+    email: api.email || (isGuest ? "без контакта" : "—"),
+    phone: api.phone || "—",
     channels: api.channels.map((code) => ({ label: channelMap[code].label, color: channelMap[code].color, bg: channelMap[code].bg })),
     products: api.products.map((code) => ({ name: productMap[code].name, color: productMap[code].color, bg: productMap[code].bg })),
     summary: [
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientRow.tsx b/apps/internal-ui/src/features/sales/clients/SalesClientRow.tsx
index 0be3adc..2746980 100644
--- a/apps/internal-ui/src/features/sales/clients/SalesClientRow.tsx
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientRow.tsx
@@ -7,9 +7,6 @@ export function SalesClientRow({ client, menu, openClient, setMenu }: { client:
   const menuOpen = menu === client.cid;
   const menuItems = [
     { key: "open", label: <button type="button" onClick={() => { setMenu(null); openClient(client.id); }}><Icon name="external" size={15} />Открыть клиента</button> },
-    { key: "merge", label: <button type="button"><Icon name="list" size={15} />Объединить контакты</button> },
-    { type: "divider" as const },
-    { key: "anonymize", label: <button className="danger" type="button"><Icon name="eyeOff" size={15} />Обезличить данные</button> },
   ];
   return (
     <tr>
@@ -26,8 +23,8 @@ export function SalesClientRow({ client, menu, openClient, setMenu }: { client:
         <span className="sales-client-status" style={{ background: client.statusMeta.bg, color: client.statusMeta.color }}>{client.statusMeta.label}</span>
       </td>
       <td>
-        <div className={`sales-client-contact ${client.phone ? "" : "muted"}`}>{client.phone || "—"}</div>
-        <small className="sales-client-phone">{client.username ? `@${client.username}` : ""}</small>
+        <div className={`sales-client-contact ${client.phone || client.email ? "" : "muted"}`}>{client.phone || client.email || "—"}</div>
+        <small className="sales-client-phone">{client.phone && client.email ? client.email : client.username ? `@${client.username}` : ""}</small>
       </td>
       <td>
         <div className="sales-client-tags">
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientsFilters.tsx b/apps/internal-ui/src/features/sales/clients/SalesClientsFilters.tsx
index 3d4105d..fcdc733 100644
--- a/apps/internal-ui/src/features/sales/clients/SalesClientsFilters.tsx
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientsFilters.tsx
@@ -6,7 +6,7 @@ import type { SalesClientsState } from "./useSalesClients";
 export function SalesClientsFilters({ clients }: { clients: SalesClientsState }) {
   return (
     <div className="sales-clients-filterbar">
-      <SearchInput className="sales-clients-search" value={clients.query} onChange={clients.setQuery} placeholder="Поиск по имени, телефону или логину…" />
+      <SearchInput className="sales-clients-search" value={clients.query} onChange={clients.setQuery} placeholder="Поиск по имени, email, телефону или логину…" />
       <SalesFilterDropdown
         active={clients.productFilter.length > 0 || clients.dropdown === "products"}
         count={clients.productFilter.length}
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientsHeader.tsx b/apps/internal-ui/src/features/sales/clients/SalesClientsHeader.tsx
index a614dc3..4830e75 100644
--- a/apps/internal-ui/src/features/sales/clients/SalesClientsHeader.tsx
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientsHeader.tsx
@@ -1,6 +1,6 @@
 import { ActionButton } from "../../../shared/ui-controls";
 
-export function SalesClientsHeader({ shownCount, totalCount }: { shownCount: number; totalCount: number }) {
+export function SalesClientsHeader({ shownCount, totalCount, onExport }: { shownCount: number; totalCount: number; onExport: () => void }) {
   return (
     <div className="sales-clients-header">
       <div>
@@ -8,8 +8,7 @@ export function SalesClientsHeader({ shownCount, totalCount }: { shownCount: num
         <p>Лиды и клиенты отдела продаж · показано <b>{shownCount}</b> из {totalCount}</p>
       </div>
       <div className="sales-clients-header-actions">
-        <ActionButton icon="columns">Столбцы</ActionButton>
-        <ActionButton icon="download">Экспорт</ActionButton>
+        <ActionButton icon="download" disabled={shownCount === 0} onClick={onExport}>Экспорт</ActionButton>
       </div>
     </div>
   );
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.test.ts b/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.test.ts
new file mode 100644
index 0000000..9cae7d1
--- /dev/null
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.test.ts
@@ -0,0 +1,31 @@
+import { describe, expect, it } from "vitest";
+
+import { paginationItems } from "./SalesClientsPagination";
+
+describe("paginationItems", () => {
+  it("returns every page for a short list", () => {
+    expect(paginationItems(1, 4)).toEqual([1, 2, 3, 4]);
+  });
+
+  it("keeps the current page and boundaries for a long list", () => {
+    expect(paginationItems(5, 10)).toEqual([
+      1,
+      "ellipsis",
+      4,
+      5,
+      6,
+      "ellipsis",
+      10,
+    ]);
+  });
+
+  it("does not add a leading ellipsis next to the first page", () => {
+    expect(paginationItems(2, 10)).toEqual([
+      1,
+      2,
+      3,
+      "ellipsis",
+      10,
+    ]);
+  });
+});
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.tsx b/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.tsx
index 4ced827..503fd66 100644
--- a/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.tsx
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientsPagination.tsx
@@ -1,5 +1,17 @@
 import { TablePagination } from "../../../shared/ui-controls";
 
-export function SalesClientsPagination({ shownCount, totalCount }: { shownCount: number; totalCount: number }) {
-  return <TablePagination className="sales-clients-pagination" shown={shownCount} total={totalCount} pages={[1]} pageSizeLabel={`${Math.max(shownCount, 1)} / стр.`} />;
+export function paginationItems(page: number, pageCount: number): Array<number | "ellipsis"> {
+  if (pageCount <= 7) return Array.from({ length: pageCount }, (_, index) => index + 1);
+  const pages = new Set([1, pageCount, page - 1, page, page + 1]);
+  const visible = [...pages].filter((item) => item >= 1 && item <= pageCount).sort((a, b) => a - b);
+  const result: Array<number | "ellipsis"> = [];
+  visible.forEach((item, index) => {
+    if (index > 0 && item - visible[index - 1] > 1) result.push("ellipsis");
+    result.push(item);
+  });
+  return result;
+}
+
+export function SalesClientsPagination({ page, pageCount, shownCount, totalCount, setPage }: { page: number; pageCount: number; shownCount: number; totalCount: number; setPage: (page: number) => void }) {
+  return <TablePagination className="sales-clients-pagination" currentPage={page} onPageChange={setPage} shown={shownCount} total={totalCount} pages={paginationItems(page, pageCount)} pageSizeLabel="20 / стр." />;
 }
diff --git a/apps/internal-ui/src/features/sales/clients/SalesClientsTable.tsx b/apps/internal-ui/src/features/sales/clients/SalesClientsTable.tsx
index 6317e29..6a0f00b 100644
--- a/apps/internal-ui/src/features/sales/clients/SalesClientsTable.tsx
+++ b/apps/internal-ui/src/features/sales/clients/SalesClientsTable.tsx
@@ -4,7 +4,7 @@ import { SalesClientsPagination } from "./SalesClientsPagination";
 import type { ClientSortKey } from "./model";
 import type { SalesClientsState } from "./useSalesClients";
 
-export function SalesClientsTable({ clients, openClient, totalCount }: { clients: SalesClientsState; openClient: (id: number) => void; totalCount: number }) {
+export function SalesClientsTable({ clients, openClient }: { clients: SalesClientsState; openClient: (id: number) => void }) {
   return (
     <>
       <div className="sales-clients-card">
@@ -14,7 +14,7 @@ export function SalesClientsTable({ clients, openClient, totalCount }: { clients
               <tr>
                 <th>КОНТАКТ</th>
                 <th>СТАТУС</th>
-                <th>ТЕЛЕФОН / ЛОГИН</th>
+                <th>ТЕЛЕФОН / EMAIL / ЛОГИН</th>
                 <th>КАНАЛЫ</th>
                 <th>ПРОДУКТЫ</th>
                 <SortableTh label="ПОСЛ. ДИАЛОГ" sortKey="last" clients={clients} />
@@ -30,7 +30,7 @@ export function SalesClientsTable({ clients, openClient, totalCount }: { clients
           </table>
         </div>
         {clients.rows.length === 0 && <SalesClientsEmpty />}
-        <SalesClientsPagination shownCount={clients.rows.length} totalCount={totalCount} />
+        <SalesClientsPagination page={clients.page} pageCount={clients.pageCount} shownCount={clients.rows.length} totalCount={clients.filteredCount} setPage={clients.setPage} />
       </div>
     </>
   );
diff --git a/apps/internal-ui/src/features/sales/clients/exportClientsCsv.ts b/apps/internal-ui/src/features/sales/clients/exportClientsCsv.ts
new file mode 100644
index 0000000..50ad51d
--- /dev/null
+++ b/apps/internal-ui/src/features/sales/clients/exportClientsCsv.ts
@@ -0,0 +1,47 @@
+import type { SalesClientRowVm } from "./model";
+
+const HEADERS = [
+  "Контакт",
+  "Статус",
+  "Телефон",
+  "Email",
+  "Логин",
+  "Каналы",
+  "Продукты",
+  "Последний диалог",
+  "Открытые диалоги",
+  "Заказы",
+  "Сумма покупок",
+];
+
+function csvCell(value: string | number): string {
+  const text = String(value);
+  return /[",\r\n]/.test(text) ? `"${text.replaceAll('"', '""')}"` : text;
+}
+
+export function exportClientsCsv(rows: SalesClientRowVm[]): void {
+  const data = rows.map((client) => [
+    client.name,
+    client.statusMeta.label,
+    client.phone,
+    client.email,
+    client.username,
+    client.channels.map((channel) => channel.full).join(", "),
+    client.products.map((product) => product.name).join(", "),
+    client.lastLabel,
+    client.openDialogs,
+    client.orders,
+    client.totalLabel,
+  ]);
+  const csv = [HEADERS, ...data]
+    .map((row) => row.map(csvCell).join(","))
+    .join("\r\n");
+  const url = URL.createObjectURL(
+    new Blob([`\uFEFF${csv}`], { type: "text/csv;charset=utf-8" }),
+  );
+  const link = document.createElement("a");
+  link.href = url;
+  link.download = `contacts-${new Date().toISOString().slice(0, 10)}.csv`;
+  link.click();
+  URL.revokeObjectURL(url);
+}
diff --git a/apps/internal-ui/src/features/sales/clients/model.ts b/apps/internal-ui/src/features/sales/clients/model.ts
index 7a82eff..ef592bd 100644
--- a/apps/internal-ui/src/features/sales/clients/model.ts
+++ b/apps/internal-ui/src/features/sales/clients/model.ts
@@ -1,5 +1,5 @@
 export type ClientProductCode = "FP" | "FX";
-export type ClientChannelCode = "MAX" | "TG" | "WEB";
+export type ClientChannelCode = "EMAIL" | "MAX" | "TG" | "WEB";
 export type ClientSortKey = "last" | "open" | "orders" | "total";
 export type ClientDropdown = "products" | "channels";
 
@@ -12,6 +12,7 @@ export type SalesClient = {
   avatarBg: string;
   cid: string;
   phone: string;
+  email: string;
   username: string;
   status: ClientStatus;
   anon?: boolean;
@@ -42,6 +43,7 @@ export const statusMap = {
 } satisfies Record<ClientStatus, { label: string; color: string; bg: string }>;
 
 export const channelMap = {
+  EMAIL: { label: "Email", full: "Email", color: "#d48806", bg: "#fff7e6" },
   MAX: { label: "MAX", full: "MAX", color: "#6b5be0", bg: "#f2f0ff" },
   TG: { label: "TG", full: "Telegram", color: "#2f8fd0", bg: "#eaf6fd" },
   WEB: { label: "Web", full: "Web Chat", color: "#0f9b8e", bg: "#e8f7f4" },
@@ -53,6 +55,7 @@ export const productMap = {
 } satisfies Record<ClientProductCode, { name: string; color: string; bg: string }>;
 
 export const channelOptions: Array<{ code: ClientChannelCode; name: string; color: string }> = [
+  { code: "EMAIL", name: "Email", color: channelMap.EMAIL.color },
   { code: "MAX", name: "MAX", color: channelMap.MAX.color },
   { code: "TG", name: "Telegram", color: channelMap.TG.color },
   { code: "WEB", name: "Web Chat", color: channelMap.WEB.color },
@@ -76,6 +79,7 @@ export type ApiClient = {
   cid: string;
   name: string;
   phone: string;
+  email: string;
   username: string;
   status: ClientStatus;
   channels: ClientChannelCode[];
@@ -120,6 +124,7 @@ export function toSalesClient(api: ApiClient): SalesClient {
     avatarBg: isGuest ? "#8c8c8c" : avatarColor(api.cid),
     cid: api.cid,
     phone: api.phone,
+    email: api.email,
     username: api.username,
     status: api.status,
     anon: isGuest,
diff --git a/apps/internal-ui/src/features/sales/clients/useSalesClients.ts b/apps/internal-ui/src/features/sales/clients/useSalesClients.ts
index 04dd548..95cb68d 100644
--- a/apps/internal-ui/src/features/sales/clients/useSalesClients.ts
+++ b/apps/internal-ui/src/features/sales/clients/useSalesClients.ts
@@ -1,4 +1,4 @@
-import { useMemo, useState } from "react";
+import { useEffect, useMemo, useState } from "react";
 
 import type { ClientChannelCode, ClientDropdown, ClientProductCode, ClientSortKey, ClientStatus, SalesClient } from "./model";
 import { toSalesClientRow } from "./model";
@@ -16,11 +16,13 @@ export function useSalesClients(salesClients: SalesClient[]) {
   const [sortDir, setSortDir] = useState<"asc" | "desc">("asc");
   const [menu, setMenu] = useState<string | null>(null);
   const [dropdown, setDropdown] = useState<ClientDropdown | null>(null);
+  const [page, setPage] = useState(1);
+  const pageSize = 20;
 
-  const rows = useMemo(() => {
+  const filteredRows = useMemo(() => {
     const normalizedQuery = query.trim().toLowerCase();
     const filtered = salesClients.filter((client) => {
-      return (!normalizedQuery || client.name.toLowerCase().includes(normalizedQuery) || client.phone.includes(normalizedQuery) || client.username.toLowerCase().includes(normalizedQuery))
+      return (!normalizedQuery || client.name.toLowerCase().includes(normalizedQuery) || client.email.toLowerCase().includes(normalizedQuery) || client.phone.includes(normalizedQuery) || client.username.toLowerCase().includes(normalizedQuery))
         && (productFilter.length === 0 || client.products.some((product) => productFilter.includes(product)))
         && (channelFilter.length === 0 || client.channels.some((channel) => channelFilter.includes(channel)))
         && (!openOnly || client.openDialogs > 0)
@@ -31,17 +33,29 @@ export function useSalesClients(salesClients: SalesClient[]) {
       .sort((left, right) => sortDir === "asc" ? Number(left[key[sortKey]]) - Number(right[key[sortKey]]) : Number(right[key[sortKey]]) - Number(left[key[sortKey]]))
       .map(toSalesClientRow);
   }, [salesClients, statusFilter, channelFilter, openOnly, productFilter, query, sortDir, sortKey]);
+  const pageCount = Math.max(1, Math.ceil(filteredRows.length / pageSize));
+  const rows = useMemo(
+    () => filteredRows.slice((page - 1) * pageSize, page * pageSize),
+    [filteredRows, page],
+  );
+
+  useEffect(() => {
+    setPage((current) => Math.min(current, pageCount));
+  }, [pageCount]);
 
   function setQuery(value: string) {
     setQueryState(value);
+    setPage(1);
     setMenu(null);
   }
 
   function toggleProduct(code: string) {
+    setPage(1);
     setProductFilter((current) => current.includes(code as ClientProductCode) ? current.filter((item) => item !== code) : [...current, code as ClientProductCode]);
   }
 
   function toggleChannel(code: string) {
+    setPage(1);
     setChannelFilter((current) => current.includes(code as ClientChannelCode) ? current.filter((item) => item !== code) : [...current, code as ClientChannelCode]);
   }
 
@@ -62,12 +76,18 @@ export function useSalesClients(salesClients: SalesClient[]) {
     setChannelFilter([]);
     setOpenOnly(false);
     setStatusFilter(null);
+    setPage(1);
     setMenu(null);
     setDropdown(null);
   }
 
   return {
     rows,
+    filteredRows,
+    filteredCount: filteredRows.length,
+    page,
+    pageCount,
+    setPage,
     query,
     productFilter,
     channelFilter,
@@ -82,9 +102,9 @@ export function useSalesClients(salesClients: SalesClient[]) {
     toggleDropdown,
     setDropdown,
     closeDropdown: () => setDropdown(null),
-    toggleOpenOnly: () => { setOpenOnly((current) => !current); setMenu(null); setDropdown(null); },
+    toggleOpenOnly: () => { setOpenOnly((current) => !current); setPage(1); setMenu(null); setDropdown(null); },
     // Повторный клик по активному статусу снимает фильтр (возврат к «все»).
-    toggleStatus: (status: ClientStatus) => { setStatusFilter((current) => (current === status ? null : status)); setMenu(null); setDropdown(null); },
+    toggleStatus: (status: ClientStatus) => { setStatusFilter((current) => (current === status ? null : status)); setPage(1); setMenu(null); setDropdown(null); },
     sortBy,
     sortArrow: (key: ClientSortKey) => sortKey === key ? (sortDir === "asc" ? "↑" : "↓") : "",
     reset,
diff --git a/apps/internal-ui/src/features/sales/dialogs/composer.css b/apps/internal-ui/src/features/sales/dialogs/composer.css
index fa53995..6ac0794 100644
--- a/apps/internal-ui/src/features/sales/dialogs/composer.css
+++ b/apps/internal-ui/src/features/sales/dialogs/composer.css
@@ -116,24 +116,6 @@
   border-color: #1677ff;
 }
 
-.sales-message-input button:first-child {
-  width: 34px;
-  height: 34px;
-  display: flex;
-  align-items: center;
-  justify-content: center;
-  flex: none;
-  color: #8c8c8c;
-  background: transparent;
-  border: none;
-  border-radius: 8px;
-}
-
-.sales-message-input button:first-child:hover {
-  color: #262626;
-  background: #f5f5f5;
-}
-
 .sales-message-input textarea {
   flex: 1;
   max-height: 120px;
diff --git a/apps/internal-ui/src/features/sales/dialogs/context/ClientContext.tsx b/apps/internal-ui/src/features/sales/dialogs/context/ClientContext.tsx
index 8a55c80..83283e8 100644
--- a/apps/internal-ui/src/features/sales/dialogs/context/ClientContext.tsx
+++ b/apps/internal-ui/src/features/sales/dialogs/context/ClientContext.tsx
@@ -33,6 +33,7 @@ export function ClientContext({ dialog, detail }: { dialog: ConversationListItem
   const messageCount = detail?.messages?.length ?? 0;
 
   const contact = detail?.contact ?? null;
+  const email = contact?.email ?? "";
   const phone = contact?.phone ?? "";
   const username = contact?.username ?? "";
   // Запрос уже отправлен, если в диалоге есть сообщение kind=contact_request (detail поллится каждые 3 с).
@@ -58,7 +59,11 @@ export function ClientContext({ dialog, detail }: { dialog: ConversationListItem
       <div className="sales-client-hero"><span style={{ background: dialog.avatarBg }}>{dialog.initials}</span><strong>{dialog.name}</strong></div>
 
       <ContextSection title="КОНТАКТ">
-        <FieldRow dot={channel.color} title={username ? `@${username}` : "—"} text={`Логин · ${channel.label}`} />
+        {dialog.channel === "EMAIL" ? (
+          <FieldRow icon="mail" title={email || "—"} text="Email" mono={Boolean(email)} muted={!email} />
+        ) : (
+          <FieldRow dot={channel.color} title={username ? `@${username}` : "—"} text={`Логин · ${channel.label}`} />
+        )}
         <FieldRow icon="phone" title={phone || "—"} text="Телефон" mono={Boolean(phone)} muted={!phone} />
         {contact && !phone && (
           <>
diff --git a/apps/internal-ui/src/features/sales/dialogs/context/HistoryContext.tsx b/apps/internal-ui/src/features/sales/dialogs/context/HistoryContext.tsx
index 586ed73..0703770 100644
--- a/apps/internal-ui/src/features/sales/dialogs/context/HistoryContext.tsx
+++ b/apps/internal-ui/src/features/sales/dialogs/context/HistoryContext.tsx
@@ -1,5 +1,6 @@
 import { ContextSection } from "../../../conversations/ContextSection";
 import type { ApiConversation } from "../../../conversations/model";
+import { providerLabel } from "../../../../shared/providers";
 
 const LIFECYCLE: Record<string, string> = { OPEN: "открыт", CLOSED: "закрыт", SPAM: "спам" };
 
@@ -20,7 +21,7 @@ export function HistoryContext({ detail }: { detail: ApiConversation | null }) {
         {history.map((item) => (
           <div className="sales-history-card" key={item.id}>
             <div><strong>{item.channelName}</strong><span>{fmtDate(item.lastActivityAt)}</span></div>
-            <p>{(item.provider ?? "—")} · {LIFECYCLE[item.lifecycle] ?? item.lifecycle}{item.preview ? `. ${item.preview}` : ""}</p>
+            <p>{item.provider ? providerLabel(item.provider) : "—"} · {LIFECYCLE[item.lifecycle] ?? item.lifecycle}{item.preview ? `. ${item.preview}` : ""}</p>
           </div>
         ))}
       </ContextSection>
diff --git a/apps/internal-ui/src/features/sales/dialogs/email-message.css b/apps/internal-ui/src/features/sales/dialogs/email-message.css
new file mode 100644
index 0000000..d00bc55
--- /dev/null
+++ b/apps/internal-ui/src/features/sales/dialogs/email-message.css
@@ -0,0 +1,8 @@
+.sales-email-body-frame {
+  display: block;
+  width: min(560px, 58vw);
+  max-width: 100%;
+  height: 260px;
+  background: #ffffff;
+  border: 0;
+}
diff --git a/apps/internal-ui/src/features/sales/dialogs/feedback.css b/apps/internal-ui/src/features/sales/dialogs/feedback.css
new file mode 100644
index 0000000..f808874
--- /dev/null
+++ b/apps/internal-ui/src/features/sales/dialogs/feedback.css
@@ -0,0 +1,24 @@
+.sales-load-error,
+.sales-composer-error,
+.sales-conversation-error {
+  color: #cf1322;
+  background: #fff1f0;
+  border: 1px solid #ffa39e;
+  border-radius: 8px;
+  font-size: 12px;
+}
+
+.sales-load-error {
+  margin: 12px;
+  padding: 8px 10px;
+}
+
+.sales-composer-error {
+  margin-top: 8px;
+  padding: 7px 10px;
+}
+
+.sales-conversation-error {
+  margin: 0 18px 8px;
+  padding: 8px 10px;
+}
diff --git a/apps/internal-ui/src/features/sales/dialogs/styles.css b/apps/internal-ui/src/features/sales/dialogs/styles.css
index 5cc3536..f1568ec 100644
--- a/apps/internal-ui/src/features/sales/dialogs/styles.css
+++ b/apps/internal-ui/src/features/sales/dialogs/styles.css
@@ -2,4 +2,6 @@
 @import "./list.css";
 @import "./conversation.css";
 @import "./composer.css";
+@import "./email-message.css";
+@import "./feedback.css";
 @import "./context.css";
diff --git a/apps/internal-ui/src/layout/ShellRouteContent.tsx b/apps/internal-ui/src/layout/ShellRouteContent.tsx
index caa1980..49c177c 100644
--- a/apps/internal-ui/src/layout/ShellRouteContent.tsx
+++ b/apps/internal-ui/src/layout/ShellRouteContent.tsx
@@ -41,7 +41,7 @@ export function ShellRouteContent({ route, data, currentEmployee, currentProduct
       {route === "profile" && <ProfilePage user={user} onUserUpdated={onUserUpdated} reload={reload} onLogout={onLogout} />}
       {route === "settings" && <SettingsPage user={user} onUserUpdated={onUserUpdated} reload={reload} />}
       {route === "salesClients" && <SalesClientsPage openClient={openClient} />}
-      {route === "salesClientDetail" && <SalesClientDetailPage contactId={selectedClientId} setRoute={setRoute} />}
+      {route === "salesClientDetail" && <SalesClientDetailPage contactId={selectedClientId} openConversation={openConversation} />}
       {route === "salesOverview" && <SalesOverviewPage />}
       {route === "supportOverview" && <SupportOverviewPage />}
       {route === "supportDialogs" && <SupportDialogsPage initialConversationId={selectedConversationId} />}
diff --git a/apps/internal-ui/src/shared/providers.ts b/apps/internal-ui/src/shared/providers.ts
index c059883..0ca4684 100644
--- a/apps/internal-ui/src/shared/providers.ts
+++ b/apps/internal-ui/src/shared/providers.ts
@@ -1,13 +1,14 @@
-/* Провайдеры подключений: MAX / Telegram / Web Chat.
+/* Провайдеры подключений: MAX / Telegram / Web Chat / Email.
 
    Общий словарь для всего приложения — раньше он лежал в демо-данных диалогов,
    и продуктовые экраны каналов зависели от файла с примерами.
    Провайдеры различаются точкой и коротким лейблом на своих токенах
    (ADR-HUB-0013), а не бренд-логотипами. */
 
-export type ProviderKey = "MAX" | "TG" | "WEB";
+export type ProviderKey = "EMAIL" | "MAX" | "TG" | "WEB";
 
 export const providerMeta: Record<ProviderKey, { label: string; short: string; color: string; bg: string }> = {
+  EMAIL: { label: "Email", short: "Email", color: "#d48806", bg: "#fff7e6" },
   MAX: { label: "MAX", short: "MAX", color: "#6b5be0", bg: "#f2f0ff" },
   TG: { label: "Telegram", short: "TG", color: "#2f8fd0", bg: "#eaf6fd" },
   WEB: { label: "Web Chat", short: "Web", color: "#0f9b8e", bg: "#e8f7f4" },
@@ -15,6 +16,7 @@ export const providerMeta: Record<ProviderKey, { label: string; short: string; c
 
 /** Код провайдера из API → ключ словаря. */
 const BY_CODE: Record<string, ProviderKey> = {
+  EMAIL: "EMAIL",
   MAX: "MAX",
   TELEGRAM: "TG",
   TG: "TG",
diff --git a/apps/internal-ui/src/shared/ui-controls.tsx b/apps/internal-ui/src/shared/ui-controls.tsx
index d30b14d..7007099 100644
--- a/apps/internal-ui/src/shared/ui-controls.tsx
+++ b/apps/internal-ui/src/shared/ui-controls.tsx
@@ -45,6 +45,8 @@ type ToneBadgeProps = {
 
 type TablePaginationProps = {
   className?: string;
+  currentPage?: number;
+  onPageChange?: (page: number) => void;
   pageSizeLabel: string;
   pages: Array<number | "ellipsis">;
   shown: number;
@@ -99,14 +101,16 @@ export function ToneBadge({ bg, className = "", color, children }: ToneBadgeProp
   return <span className={`ui-tone-badge ${className}`.trim()} style={{ background: bg, color }}>{children}</span>;
 }
 
-export function TablePagination({ className = "", pageSizeLabel, pages, shown, total }: TablePaginationProps) {
+export function TablePagination({ className = "", currentPage = 1, onPageChange, pageSizeLabel, pages, shown, total }: TablePaginationProps) {
+  const numericPages = pages.filter((page): page is number => page !== "ellipsis");
+  const lastPage = Math.max(...numericPages, 1);
   return (
     <div className={`ui-table-pagination ${className}`.trim()}>
       <div>Показано {shown} из {total}</div>
       <div>
-        <button type="button" disabled>‹</button>
-        {pages.map((page, index) => page === "ellipsis" ? <span key={`ellipsis-${index}`}>…</span> : <button className={page === 1 ? "active" : ""} type="button" key={page}>{page}</button>)}
-        <button type="button">›</button>
+        <button type="button" disabled={!onPageChange || currentPage <= 1} onClick={() => onPageChange?.(currentPage - 1)}>‹</button>
+        {pages.map((page, index) => page === "ellipsis" ? <span key={`ellipsis-${index}`}>…</span> : <button className={page === currentPage ? "active" : ""} type="button" disabled={!onPageChange} onClick={() => onPageChange?.(page)} key={page}>{page}</button>)}
+        <button type="button" disabled={!onPageChange || currentPage >= lastPage} onClick={() => onPageChange?.(currentPage + 1)}>›</button>
         <i />
         <em>{pageSizeLabel}</em>
       </div>