🔖 release: 1.9.1

Исходящие запросы уходили с умолчанием urllib — «Python-urllib/3.12». Защита перед чужим API такой запрос банит раньше, чем его увидит сам провайдер: на боевом стенде Groq через рабочий прокси отвечал 403 «error code: 1010», а с обычным User-Agent тот же запрос и тот же прокси проходят. Теперь opener представляется как «Chatballs/<версия>», свой User-Agent конкретного запроса он не перебивает.

Проверка подключения больше не показывает голый код. Причину, если провайдер её назвал, видно сразу («Invalid API Key»), HTML-страница защиты сжимается в строку, молчаливый 401/403 отправляет смотреть ключ и доступность провайдера из сети. Ответ целиком уходит в журнал.

Проверено на боевом стенде: без User-Agent — 403 «error code: 1010», с любым User-Agent — ответ самого Groq. Пять новых тестов, тесты интеграций, транспортов, провайдеров и i18n.

Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>

.github/workflows/checks.yml

@@ -23,9 +23,9 @@ jobs:
     name: ruff
     runs-on: ubuntu-latest
     steps:
-      - uses: actions/checkout@v4
+      - uses: actions/checkout@v7
 
-      - uses: actions/setup-python@v5
+      - uses: actions/setup-python@v7
         with:
           python-version: "3.12"
 
@@ -46,9 +46,9 @@ jobs:
     name: deployment CLI
     runs-on: ubuntu-latest
     steps:
-      - uses: actions/checkout@v4
+      - uses: actions/checkout@v7
 
-      - uses: actions/setup-python@v5
+      - uses: actions/setup-python@v7
         with:
           python-version: "3.12"
 

.github/workflows/release.yml

@@ -39,12 +39,13 @@ env:
   GATEWAY_BASE_IMAGE: caddy:2.8.4
   REDIS_IMAGE: redis:7-alpine
   COTURN_IMAGE: coturn/coturn:4.6
+  UPDATER_BASE_IMAGE: docker:27-cli
 
 jobs:
   images:
     runs-on: ubuntu-latest
     steps:
-      - uses: actions/checkout@v4
+      - uses: actions/checkout@v7
 
       - name: Версия релиза
         id: version
@@ -57,9 +58,9 @@ jobs:
           echo "value=$version" >> "$GITHUB_OUTPUT"
           echo "repo=$(echo '${{ github.repository }}' | tr '[:upper:]' '[:lower:]')" >> "$GITHUB_OUTPUT"
 
-      - uses: docker/setup-buildx-action@v3
+      - uses: docker/setup-buildx-action@v4
 
-      - uses: docker/login-action@v3
+      - uses: docker/login-action@v4
         with:
           registry: ${{ env.REGISTRY }}
           username: ${{ github.actor }}
@@ -78,13 +79,16 @@ jobs:
           echo "gateway=${GATEWAY_BASE_IMAGE}@$(digest_of "$GATEWAY_BASE_IMAGE")" >> "$GITHUB_OUTPUT"
           echo "redis=${REDIS_IMAGE}@$(digest_of "$REDIS_IMAGE")" >> "$GITHUB_OUTPUT"
           echo "coturn=${COTURN_IMAGE}@$(digest_of "$COTURN_IMAGE")" >> "$GITHUB_OUTPUT"
+          echo "updater=${UPDATER_BASE_IMAGE}@$(digest_of "$UPDATER_BASE_IMAGE")" >> "$GITHUB_OUTPUT"
 
       - name: Backend
         id: backend
-        uses: docker/build-push-action@v6
+        uses: docker/build-push-action@v7
         with:
           context: ${{ env.APP_DIR }}
           file: ${{ env.APP_DIR }}/apps/backend/Dockerfile.production
+          build-args: |
+            CHATBALLS_VERSION=${{ steps.version.outputs.value }}
           push: true
           tags: |
             ${{ env.REGISTRY }}/${{ steps.version.outputs.repo }}/backend:${{ steps.version.outputs.value }}
@@ -94,7 +98,7 @@ jobs:
 
       - name: Frontend
         id: frontend
-        uses: docker/build-push-action@v6
+        uses: docker/build-push-action@v7
         with:
           context: ${{ env.APP_DIR }}
           file: ${{ env.APP_DIR }}/deploy/docker/frontend.Dockerfile
@@ -109,7 +113,7 @@ jobs:
       # а не монтируются с хоста. Ради этого установка и стала одним файлом.
       - name: Gateway
         id: gateway
-        uses: docker/build-push-action@v6
+        uses: docker/build-push-action@v7
         with:
           context: ${{ env.APP_DIR }}
           file: ${{ env.APP_DIR }}/deploy/docker/gateway.Dockerfile
@@ -124,7 +128,7 @@ jobs:
 
       - name: Postgres
         id: postgres
-        uses: docker/build-push-action@v6
+        uses: docker/build-push-action@v7
         with:
           context: ${{ env.APP_DIR }}
           file: ${{ env.APP_DIR }}/deploy/docker/postgres.Dockerfile
@@ -137,6 +141,23 @@ jobs:
           cache-from: type=gha
           cache-to: type=gha,mode=max
 
+      # Сервис обновления по кнопке (ADR-CHATBALLS-0049): docker CLI с compose
+      # и два сценария внутри; единственный, кому монтируется docker.sock.
+      - name: Updater
+        id: updater
+        uses: docker/build-push-action@v7
+        with:
+          context: ${{ env.APP_DIR }}
+          file: ${{ env.APP_DIR }}/deploy/docker/updater.Dockerfile
+          build-args: |
+            CHATBALLS_UPDATER_BASE_IMAGE=${{ steps.bases.outputs.updater }}
+          push: true
+          tags: |
+            ${{ env.REGISTRY }}/${{ steps.version.outputs.repo }}/updater:${{ steps.version.outputs.value }}
+            ${{ env.REGISTRY }}/${{ steps.version.outputs.repo }}/updater:latest
+          cache-from: type=gha
+          cache-to: type=gha,mode=max
+
       - name: Релизный compose.yaml и release.env
         id: artifacts
         run: |
@@ -148,6 +169,7 @@ jobs:
           frontend="$prefix/frontend:$version@${{ steps.frontend.outputs.digest }}"
           gateway="$prefix/gateway:$version@${{ steps.gateway.outputs.digest }}"
           postgres="$prefix/postgres:$version@${{ steps.postgres.outputs.digest }}"
+          updater="$prefix/updater:$version@${{ steps.updater.outputs.digest }}"
           redis="${{ steps.bases.outputs.redis }}"
           coturn="${{ steps.bases.outputs.coturn }}"
 
@@ -160,7 +182,8 @@ jobs:
             --pin "CHATBALLS_GATEWAY_IMAGE=$gateway" \
             --pin "CHATBALLS_POSTGRES_IMAGE=$postgres" \
             --pin "CHATBALLS_REDIS_IMAGE=$redis" \
-            --pin "CHATBALLS_COTURN_IMAGE=$coturn"
+            --pin "CHATBALLS_COTURN_IMAGE=$coturn" \
+            --pin "CHATBALLS_UPDATER_IMAGE=$updater"
 
           {
             echo "# release.env — digest-пины релиза $version для \`chatballs deploy\`."
@@ -172,6 +195,7 @@ jobs:
             echo "CHATBALLS_POSTGRES_IMAGE=$postgres"
             echo "CHATBALLS_REDIS_IMAGE=$redis"
             echo "CHATBALLS_COTURN_IMAGE=$coturn"
+            echo "CHATBALLS_UPDATER_IMAGE=$updater"
           } > dist/release.env
 
           # Файл, который скачает человек, обязан быть валидным сам по себе —
@@ -180,7 +204,7 @@ jobs:
 
           cat dist/compose.yaml
 
-      - uses: actions/upload-artifact@v4
+      - uses: actions/upload-artifact@v7
         with:
           name: release-compose
           path: |
@@ -189,7 +213,7 @@ jobs:
 
       - name: Приложить к релизу
         if: startsWith(github.ref, 'refs/tags/')
-        uses: softprops/action-gh-release@v2
+        uses: softprops/action-gh-release@v3
         with:
           files: |
             dist/compose.yaml

.gitignore

@@ -20,7 +20,10 @@ test-results/
 .DS_Store
 
 # Перенесено из корневого .gitignore при переносе корня репозитория в code/chatballs
-data/
+# Тома docker-стенда (postgres, redis, caddy, media) — только в корне репозитория.
+# Без якоря правило ловило и demo_seed/data: русские манифесты в индексе уже
+# лежали, а новые файлы туда молча не попадали.
+/data/
 .env.bak-*
 **/staticfiles/
 

AGENTS.md

@@ -1,5 +1,9 @@
 Если в окружении не доступен инструмент, например - Python, PHP, попробуй docker, если в проекте есть его файлы.
 
+Тесты: гонять только те, что относятся к изменённому в текущем шаге. Полный
+прогон — только по моему явному указанию, никогда по своей инициативе. Полный
+набор идёт ~20 минут, и гонять его после каждой правки запрещено.
+
 Без моего явного указания не меняй ничего!
 Если я задал вопросы, это не значит что ты можешь менять файлы!
 Любые правки только после моего явного указания, например - "делай".
@@ -16,7 +20,7 @@ Production deployment / миграция:
 - Перед любым изменяющим действием в production сначала представить владельцу точный план миграции и получить его явное согласование. Разрешение на диагностику или общая просьба «исправить» не являются разрешением самостоятельно выбирать архитектуру миграции.
 
 UI / дизайн:
-- Никакой отсебятины в UI: не добавлять экраны, блоки, карточки, иконки, тексты, анимации, цвета, layout-решения и состояния, которых нет в утвержденной документации или design-system.
+- Никакой отсебятины в UI: не добавлять экраны, блоки, карточки, иконки, тексты, анимации, цвета, layout-решения и состояния, которых нет в утверждённом дизайн-макете (`design/baseline/<фича>/*.dc.html`). Макет — источник истины, README рядом с ним лишь пересказ.
 - Если UI-этап еще не наступил, UI не считается реализованным и не должен маскироваться под готовый продуктовый интерфейс.
 - Для построения UI использовать существующие компоненты и их стили, если они уже реализованы; если подходящего компонента нет, создавать переиспользуемый компонент в рамках существующей системы.
 - Не упрощать UI, анимации, иконки, состояния или поведение по своему усмотрению. Любое отклонение от baseline требует явного согласования до правок.
@@ -44,8 +48,23 @@ Engineering rules / обязательные практики:
 - Не инлайнить сложный UI повторно. Выносить компонент, если структура повторяется или секция имеет отдельную ответственность.
 - Если реализация по задаче конфликтует с этими правилами, остановиться и явно сообщить blocker вместо поставки плохой структуры.
 
+Язык интерфейса:
+- Текста, который видит человек, в коде не бывает. Строка живёт в словаре и подставляется через `t(...)`: во фронтенде это `src/i18n` приложения (`packages/ui` — свой словарь), на бэкенде `chatballs/i18n`. Русский каталог — источник ключей, английский обязан его повторить: пропущенный перевод во фронтенде ловит `tsc`, на бэкенде — тест каталога.
+- Ключ пишется от смысла, а не от фразы: `settings.storage_bucket_name`, а не пересказ текста. Строку переформулируют чаще, чем переименовывают.
+- Число не склоняют вручную: формы задаёт словарь, форму выбирает `tn(...)`. Дату, размер файла и разряды числа форматирует `fmt` — прибитые `"ru-RU"` и свои списки месяцев запрещены.
+- Что записано в базу, переводится по коду, а не текстом: системные события диалога, уведомления и подписи журнала аудита хранят код, а фразу собирает бэкенд на языке читателя. Писать в историю готовую русскую фразу нельзя — её потом не перевести.
+- Язык запроса выбирается цепочкой: профиль сотрудника → организация → установка → браузер. Письмо получает язык адресата, а не отправителя.
+- На бэкенде `t(...)` не вызывается на уровне модуля: язык там свой на каждый запрос, а константа посчиталась бы один раз при импорте.
+- Текст, уходящий наружу — клиенту в мессенджер, письмо, кнопку виджета, — берёт язык не запроса, а организации: `t(..., language=customer_language(organization))`. Язык оператора, нажавшего кнопку, к речи компании с её клиентом отношения не имеет, и половина такого текста вообще рождается в воркере, где запроса нет.
+- Системный промпт агента не переводится: его читает модель. Язык ответа задаёт отдельная директива по полю `AIAgent.answer_language` — по умолчанию «как у клиента».
+- Демо-набор ставится на языке организации: манифесты лежат в `demo_seed/data/<язык>/`, наборы ключей в них совпадают. Бинарные вложения (аватары, голосовые) общие, текстовые документы — свои на каждый язык.
+
 Definition of Done:
-- Запускать только тесты, относящиеся к изменениям текущей итерации. Полный прогон всех тестов выполнять только по явному указанию владельца.
+- Запускать только тесты, относящиеся к изменениям текущей итерации: изменил
+  presence — гоняешь тесты присутствия, изменил тексты — гоняешь каталог i18n.
+  Полный прогон всех тестов выполнять ТОЛЬКО по явному указанию владельца.
+  Использовать `--reuse-db`; `--create-db` — лишняя минута на переигрывание
+  миграций, она нужна только когда схема действительно поменялась.
 - Измененные файлы должны быть проверены на NO GOD violations.
 - Новый компонент не должен владеть несвязанными ответственностями.
 - Не должно быть придуманных текстов, иконок, layout-решений или состояний вне design/docs.

Caddyfile

@@ -51,6 +51,9 @@
 	import surfaces
 }
 
+# Дополнительные сайты из постоянного тома сохраняются при обновлении шлюза.
+import /config/sites/*.caddy
+
 # Любой хост, которому ask-эндпоинт разрешил сертификат.
 https:// {
 	encode gzip zstd

LICENSE

@@ -0,0 +1,661 @@
+                    GNU AFFERO GENERAL PUBLIC LICENSE
+                       Version 3, 19 November 2007
+
+ Copyright (C) 2007 Free Software Foundation, Inc. <https://fsf.org/>
+ Everyone is permitted to copy and distribute verbatim copies
+ of this license document, but changing it is not allowed.
+
+                            Preamble
+
+  The GNU Affero General Public License is a free, copyleft license for
+software and other kinds of works, specifically designed to ensure
+cooperation with the community in the case of network server software.
+
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+to take away your freedom to share and change the works.  By contrast,
+our General Public Licenses are intended to guarantee your freedom to
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+
+  When we speak of free software, we are referring to freedom, not
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+have the freedom to distribute copies of free software (and charge for
+them if you wish), that you receive source code or can get it if you
+want it, that you can change the software or use pieces of it in new
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+
+  Developers that use our General Public Licenses protect your rights
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+For more information on this, and how to apply and follow the GNU AGPL, see
+<https://www.gnu.org/licenses/>.

README.md

@@ -18,6 +18,7 @@
   <img alt="Self-hosted" src="https://img.shields.io/badge/self--hosted-one%20command-1677ff">
   <img alt="Docker Compose" src="https://img.shields.io/badge/docker-compose-2496ED?logo=docker&logoColor=white">
   <img alt="Bring your own model" src="https://img.shields.io/badge/AI-bring%20your%20own%20model-6f42c1">
+  <img alt="License: AGPL-3.0" src="https://img.shields.io/badge/license-AGPL--3.0-blue">
 </p>
 
 ---
@@ -31,11 +32,12 @@
   - [Step 2. First-run wizard](#step-2-first-run-wizard)
   - [Step 3. Configure in the UI](#step-3-configure-in-the-ui)
   - [Website widget](#website-widget)
-  - [Calls relay (optional)](#calls-relay-optional)
+  - [Calls](#calls)
   - [External file storage (optional)](#external-file-storage-optional)
   - [Updating](#updating)
 - [Features](#features)
 - [Troubleshooting](#troubleshooting)
+- [License](#license)
 
 ---
 
@@ -43,7 +45,7 @@
 
 Chatballs takes over the first line of customer conversations. An AI agent answers from your knowledge base in Telegram, MAX, email and the chat on your website. When the agent is not confident or the customer asks for a person, the conversation goes to your team together with a notification.
 
-The platform installs on your own server with a single command. Customer data stays with you. You connect the AI model with your own key and set your own budget.
+The platform installs on your own server with a single command. Customer data stays with you. You connect the AI model with your own key.
 
 ---
 
@@ -56,7 +58,7 @@ The platform installs on your own server with a single command. Customer data st
 | **Server** | Linux, x86_64 |
 | **Software** | Docker with the Docker Compose plugin |
 | **Ports** | 80 and 443 open |
-| **Calls relay (optional)** | A dedicated public IP, port 3478 and UDP range 49160–49999 |
+| **Ports for calls** | 3478 (UDP and TCP) and the UDP range 49160–49999 |
 
 A domain is not needed to start. The installation opens by the server's IP address; the domain is set later in the settings.
 
@@ -99,7 +101,7 @@ Everything else is done in **Settings**.
 |---|---|
 | **Platform** | Set the installation domain. The gateway issues a Let's Encrypt certificate on its own and switches to HTTPS. Outgoing SMTP mail is configured here as well: it is needed for employee invitations and password recovery. |
 | **Integrations** | Connect an AI model provider: OpenRouter, any OpenAI-compatible service or a local model. A demo provider that needs no key is available for a first look. Then connect entry points: a Telegram bot, a MAX bot, a mailbox over IMAP/SMTP or a web widget for your site. |
-| **Agents** | Create an AI agent: who it is, how it speaks, what rules it follows. Choose the model and a daily budget. Attach articles from the knowledge base. |
+| **Agents** | Create an AI agent: who it is, how it speaks, what rules it follows. Choose the model. Attach articles from the knowledge base. |
 | **Employees** | Invite your team by email, assign roles and groups. |
 
 The home screen shows a launch checklist: create an agent, connect an entry point, invite employees.
@@ -114,15 +116,16 @@ After creating a web widget, add one tag to your site:
 
 The chat opens in an isolated window on top of the site.
 
-### Calls relay (optional)
+### Calls
 
-Audio and video calls run directly between browsers. If customers or employees sit behind strict NAT or a corporate firewall, enable the TURN relay:
+Calls work right after the installation. Between browsers the conversation goes directly; when one side sits behind strict NAT or on a VPN it goes through the relay, which starts together with the stack on the same address. Nothing to configure: the relay addresses appear in **Settings → TURN for calls** on their own, derived from the installation address, and are only changed if you run your own server.
 
-```bash
-COMPOSE_PROFILES=calls CHATBALLS_CALL_TURN_REALM=<domain> CHATBALLS_TURN_EXTERNAL_IP=<public IP> CHATBALLS_TURN_LISTENING_IP=<IP for TURN> docker compose up -d --wait
-```
+Open on the firewall:
 
-The relay listens on a dedicated IP so that port 443 does not conflict with the web gateway. The certificate for TURN over TLS is placed in the directory set by `CHATBALLS_TURN_CERTS_DIR`. TURN addresses are then entered in **Settings → Communication**.
+- 3478/udp and 3478/tcp — the relay itself;
+- 49160–49999/udp — the conversation ports (two per call).
+
+Networks that allow nothing but port 443 will not reach the relay on 3478. They need TURN over TLS on 443, which means a separate public address (443 on the main one belongs to the web gateway) or an external TURN service — its addresses go into the same settings.
 
 ### External file storage (optional)
 
@@ -130,7 +133,9 @@ By default files are stored in a Docker volume. In **Settings → Storage** the
 
 ### Updating
 
-Download the new release's `compose.yaml` over the old one and restart:
+When a new release is out, the installation administrator sees a banner in the interface and updates with one button; the same lives in **Settings → Platform → Updates**. The installation updates itself on the server: it downloads the release `compose.yaml`, pulls the images and restarts the services, with about a minute of downtime.
+
+Manually, from the server console: download the new release's `compose.yaml` over the old one and restart:
 
 ```bash
 docker compose pull && docker compose up -d --wait
@@ -188,7 +193,7 @@ Waiting conversations and new messages reach the employee in Telegram or MAX. Li
 
 ### Your own server and your own AI model
 
-Installs with one command, data stays with you. Connect any AI model provider with your own key: OpenRouter, an OpenAI-compatible service, a local model. A daily budget per agent in dollars, token and cost accounting for every call.
+Installs with one command, data stays with you. Connect any AI model provider with your own key: OpenRouter, an OpenAI-compatible service, a local model.
 
 ### Customer data protection
 
@@ -240,8 +245,7 @@ Check in order:
 1. The agent status is **Active**, not **Draft**.
 2. The agent has an AI model provider selected. Without it no answer is possible.
 3. The provider in **Integrations** has the **Connected** status. Run the check to refresh it.
-4. The agent's daily budget is not exhausted. Blocked calls are visible in the AI usage log.
-5. The conversation is not switched to **Operator** or **Paused** mode.
+4. The conversation is not switched to **Operator** or **Paused** mode.
 </details>
 
 <details>
@@ -267,7 +271,7 @@ docker compose logs worker
 <details>
 <summary><strong>Calls do not connect</strong></summary>
 
-Between browsers a call goes directly. If one side is behind strict NAT, a relay is needed: enable the `calls` profile and enter the TURN addresses in **Settings**. Check that port 3478 and the UDP range 49160–49999 are open on the firewall. Make sure the relay listens on a separate IP and does not overlap with the web gateway on port 443.
+Between browsers a call goes directly; behind strict NAT and on a VPN it goes through the relay. Check that the `coturn` container runs (`docker compose ps coturn`) and that 3478/udp, 3478/tcp and the 49160–49999/udp range are open on the firewall. The addresses in **Settings → TURN for calls** must not be empty: they are derived from the installation address, so that address has to be set first.
 </details>
 
 <details>
@@ -309,15 +313,21 @@ All services should be `healthy` or `running`. Application readiness is availabl
 <details>
 <summary><strong>Do not delete the secrets volume</strong></summary>
 
-The `chatballs-secrets` volume holds the encryption key. Without it, integration tokens, SMTP passwords, S3 keys and two-factor secrets become unreadable. Include this volume in backups together with the database and files.
+The `chatballs-secrets` volume holds the encryption key. Without it, integration tokens, SMTP passwords, S3 keys and two-factor secrets become unreadable. The `chatballs-secrets-platform` and `chatballs-secrets-schema` volumes hold the database role passwords: without them the stack cannot connect to its own database. Include all three volumes in backups together with the database and files.
 </details>
 
 <details>
 <summary><strong>Backup</strong></summary>
 
-Copy the `chatballs-postgres`, `chatballs-media` and `chatballs-secrets` volumes. A database dump can be taken as well:
+Copy the `chatballs-postgres`, `chatballs-media`, `chatballs-secrets`, `chatballs-secrets-platform` and `chatballs-secrets-schema` volumes. A database dump can be taken as well:
 
 ```bash
 docker compose exec -T postgres pg_dump -U chatballs_bootstrap chatballs > backup.sql
 ```
 </details>
+
+---
+
+## License
+
+Chatballs is distributed under the [GNU Affero General Public License v3.0](LICENSE). You may use, modify and self-host it freely. If you modify it and offer it to others as a service, you must publish your changes under the same license.

README.ru.md

@@ -18,6 +18,7 @@
   <img alt="Self-hosted" src="https://img.shields.io/badge/self--hosted-one%20command-1677ff">
   <img alt="Docker Compose" src="https://img.shields.io/badge/docker-compose-2496ED?logo=docker&logoColor=white">
   <img alt="Bring your own model" src="https://img.shields.io/badge/AI-bring%20your%20own%20model-6f42c1">
+  <img alt="License: AGPL-3.0" src="https://img.shields.io/badge/license-AGPL--3.0-blue">
 </p>
 
 ---
@@ -31,11 +32,12 @@
   - [Шаг 2. Мастер первого запуска](#шаг-2-мастер-первого-запуска)
   - [Шаг 3. Настройка в интерфейсе](#шаг-3-настройка-в-интерфейсе)
   - [Виджет на сайте](#виджет-на-сайте)
-  - [Звонки через relay (опционально)](#звонки-через-relay-опционально)
+  - [Звонки](#звонки)
   - [Внешнее хранилище файлов (опционально)](#внешнее-хранилище-файлов-опционально)
   - [Обновление](#обновление)
 - [Функции](#функции)
 - [Решение проблем](#решение-проблем)
+- [Лицензия](#лицензия)
 
 ---
 
@@ -43,7 +45,7 @@
 
 Chatballs берёт на себя первую линию общения с клиентами. ИИ-агент отвечает по вашей базе знаний в Telegram, MAX, электронной почте и в чате на сайте. Когда агент не уверен в ответе или клиент просит человека, диалог уходит вашим сотрудникам вместе с уведомлением.
 
-Платформа ставится на ваш сервер одной командой. Данные клиентов остаются у вас. ИИ-модель вы подключаете сами по своему ключу и сами задаёте бюджет.
+Платформа ставится на ваш сервер одной командой. Данные клиентов остаются у вас. ИИ-модель вы подключаете сами по своему ключу.
 
 ---
 
@@ -56,7 +58,7 @@ Chatballs берёт на себя первую линию общения с к
 | **Сервер** | Linux, x86_64 |
 | **ПО** | Docker и плагин Docker Compose |
 | **Порты** | 80 и 443 открыты |
-| **Relay для звонков (опционально)** | Выделенный публичный IP, порт 3478 и диапазон UDP 49160–49999 |
+| **Порты для звонков** | 3478 (UDP и TCP) и диапазон UDP 49160–49999 |
 
 Домен на старте не нужен. Установка открывается по IP-адресу сервера, домен задаётся позже в настройках.
 
@@ -99,7 +101,7 @@ docker compose up -d --wait
 |---|---|
 | **Платформа** | Укажите домен установки. Шлюз сам выпустит сертификат Let's Encrypt и переведёт работу на HTTPS. Здесь же задаётся исходящая почта по SMTP: она нужна для приглашений сотрудников и восстановления паролей. |
 | **Интеграции** | Подключите провайдера ИИ-моделей: OpenRouter, любой OpenAI-совместимый сервис или локальную модель. Для первого знакомства есть демо-провайдер, которому не нужен ключ. Затем подключите точки входа: бота Telegram, бота MAX, почтовый ящик по IMAP/SMTP или веб-виджет для сайта. |
-| **Агенты** | Создайте ИИ-агента: кто он, как говорит, по каким правилам работает. Выберите модель и дневной бюджет. Прикрепите статьи из базы знаний. |
+| **Агенты** | Создайте ИИ-агента: кто он, как говорит, по каким правилам работает. Выберите модель. Прикрепите статьи из базы знаний. |
 | **Сотрудники** | Пригласите команду по почте, распределите роли и группы. |
 
 На главном экране есть чек-лист запуска: создать агента, подключить точку входа, пригласить сотрудников.
@@ -114,15 +116,16 @@ docker compose up -d --wait
 
 Чат откроется в изолированном окне поверх сайта.
 
-### Звонки через relay (опционально)
+### Звонки
 
-Аудио- и видеозвонки работают напрямую между браузерами. Если клиенты или сотрудники сидят за строгим NAT или корпоративным файрволом, включите TURN-relay:
+Звонки работают сразу после установки. Между браузерами разговор идёт напрямую, а если одна из сторон за строгим NAT или в VPN — через relay, который поднимается вместе со стеком на том же адресе. Настраивать нечего: адреса relay появляются в **Настройки → TURN для звонков** сами, от адреса установки, и меняются только если вы ставите свой сервер.
 
-```bash
-COMPOSE_PROFILES=calls CHATBALLS_CALL_TURN_REALM=<домен> CHATBALLS_TURN_EXTERNAL_IP=<публичный IP> CHATBALLS_TURN_LISTENING_IP=<IP для TURN> docker compose up -d --wait
-```
+На файрволе нужно открыть:
 
-Relay слушает выделенный IP, чтобы порт 443 не конфликтовал с веб-шлюзом. Сертификат для TURN-over-TLS кладётся в каталог, заданный переменной `CHATBALLS_TURN_CERTS_DIR`. Адреса TURN затем указываются в **Настройки → Коммуникации**.
+- 3478/udp и 3478/tcp — сам relay;
+- 49160–49999/udp — порты разговоров (по два на звонок).
+
+Сети, где наружу разрешён только порт 443, relay на 3478 не пройдут. Для них нужен TURN-over-TLS на 443, а это отдельный публичный адрес (443 на основном занят веб-шлюзом) либо внешний TURN-сервис — его адреса вписываются в те же настройки.
 
 ### Внешнее хранилище файлов (опционально)
 
@@ -130,7 +133,9 @@ Relay слушает выделенный IP, чтобы порт 443 не ко
 
 ### Обновление
 
-Скачайте `compose.yaml` нового релиза поверх старого и повторите запуск:
+Когда выходит новый релиз, администратор установки видит баннер в интерфейсе и обновляется одной кнопкой; то же есть в **Настройки → Платформа → Обновления**. Установка идёт на сервере сама: скачивается `compose.yaml` релиза, загружаются образы, сервисы перезапускаются, приложение недоступно около минуты.
+
+Вручную, из консоли сервера: скачайте `compose.yaml` нового релиза поверх старого и повторите запуск:
 
 ```bash
 docker compose pull && docker compose up -d --wait
@@ -188,7 +193,7 @@ Telegram, MAX, электронная почта и чат на сайте по
 
 ### Свой сервер и своя ИИ-модель
 
-Ставится одной командой, данные остаются у вас. Подключаете любого провайдера ИИ-моделей по своему ключу: OpenRouter, OpenAI-совместимый сервис, локальная модель. Дневной бюджет на агента в долларах, учёт токенов и стоимости по каждому вызову.
+Ставится одной командой, данные остаются у вас. Подключаете любого провайдера ИИ-моделей по своему ключу: OpenRouter, OpenAI-совместимый сервис, локальная модель.
 
 ### Защита данных клиентов
 
@@ -240,8 +245,7 @@ docker compose logs gateway
 1. Агент в статусе **Активен**, а не **Черновик**.
 2. У агента выбран провайдер ИИ-моделей. Без него ответ невозможен.
 3. Провайдер в **Интеграциях** имеет статус **Подключено**. Нажмите проверку, чтобы обновить статус.
-4. Не исчерпан дневной бюджет агента. Заблокированные вызовы видны в учёте ИИ.
-5. Диалог не переведён в режим **Оператор** или **Пауза**.
+4. Диалог не переведён в режим **Оператор** или **Пауза**.
 </details>
 
 <details>
@@ -267,7 +271,7 @@ docker compose logs worker
 <details>
 <summary><strong>Звонки не соединяются</strong></summary>
 
-Между браузерами звонок идёт напрямую. Если одна из сторон за строгим NAT, нужен relay: включите профиль `calls` и укажите адреса TURN в **Настройках**. Проверьте, что на файрволе открыты порт 3478 и диапазон UDP 49160–49999. Убедитесь, что relay слушает отдельный IP и не пересекается с веб-шлюзом по порту 443.
+Между браузерами звонок идёт напрямую, за строгим NAT и в VPN — через relay. Проверьте, что контейнер `coturn` работает (`docker compose ps coturn`), а на файрволе открыты 3478/udp, 3478/tcp и диапазон 49160–49999/udp. В **Настройки → TURN для звонков** адреса должны быть непустыми: они строятся от адреса установки, поэтому сначала должен быть задан сам адрес.
 </details>
 
 <details>
@@ -309,15 +313,21 @@ docker compose ps
 <details>
 <summary><strong>Не удаляйте том с секретами</strong></summary>
 
-В томе `chatballs-secrets` лежит ключ шифрования. Без него станут нечитаемы токены интеграций, пароли SMTP, ключи S3 и секреты двухфакторной защиты. Включайте этот том в резервные копии вместе с базой и файлами.
+В томе `chatballs-secrets` лежит ключ шифрования. Без него станут нечитаемы токены интеграций, пароли SMTP, ключи S3 и секреты двухфакторной защиты. В томах `chatballs-secrets-platform` и `chatballs-secrets-schema` лежат пароли ролей базы: без них стек не подключится к собственной базе. Включайте все три тома в резервные копии вместе с базой и файлами.
 </details>
 
 <details>
 <summary><strong>Резервная копия</strong></summary>
 
-Копируйте тома `chatballs-postgres`, `chatballs-media` и `chatballs-secrets`. Для базы можно снять дамп:
+Копируйте тома `chatballs-postgres`, `chatballs-media`, `chatballs-secrets`, `chatballs-secrets-platform` и `chatballs-secrets-schema`. Для базы можно снять дамп:
 
 ```bash
 docker compose exec -T postgres pg_dump -U chatballs_bootstrap chatballs > backup.sql
 ```
 </details>
+
+---
+
+## Лицензия
+
+Chatballs распространяется по лицензии [GNU Affero General Public License v3.0](LICENSE). Продукт можно свободно использовать, менять и ставить у себя. Если вы меняете его и предоставляете другим как сервис, изменения нужно опубликовать под той же лицензией.

VERSION

@@ -1 +1 @@
-1.0.0
+1.9.1

apps/backend/Dockerfile.production

@@ -6,6 +6,11 @@ ENV PYTHONDONTWRITEBYTECODE=1 \
 
 WORKDIR /app
 
+# Версия релиза попадает в образ при сборке: по ней приложение решает,
+# есть ли обновление. Сборка из исходников остаётся «dev».
+ARG CHATBALLS_VERSION=dev
+ENV CHATBALLS_VERSION=${CHATBALLS_VERSION}
+
 RUN addgroup --system hub && adduser --system --ingroup hub hub
 
 COPY apps/backend/requirements.txt /app/apps/backend/requirements.txt

apps/backend/chatballs/ai/agent_attachments.py

@@ -19,6 +19,7 @@ from chatballs.ai.agent_knowledge import (
 from chatballs.ai.knowledge_policy import readable_knowledge
 from chatballs.ai.models import AIAgent, Knowledge
 from chatballs.channels.models import Channel
+from chatballs.i18n import t
 from chatballs.support_portals.models import PortalArticle
 from chatballs.tenancy.context import TenantContext
 
@@ -37,17 +38,17 @@ def normalized_ids(raw_ids: Iterable[int], field: str) -> list[int]:
     normalized: list[int] = []
     for value in raw_ids:
         if isinstance(value, bool) or not isinstance(value, int) or value <= 0:
-            raise ValidationError({field: "Positive integer ID required"})
+            raise ValidationError({field: t("api.positive_id_required")})
         if value not in normalized:
             normalized.append(value)
     if not normalized:
-        raise ValidationError({field: "At least one ID is required"})
+        raise ValidationError({field: t("api.at_least_one_id")})
     return normalized
 
 
 def _locked_agent(*, context: TenantContext, agent: AIAgent) -> tuple[AIAgent, Channel]:
     if agent.channel.organization_id != context.organization_id:
-        raise ValidationError({"agent": "Agent belongs to another organization"})
+        raise ValidationError({"agent": t("ai.agent_other_organization")})
     channel = Channel.objects.select_for_update().get(
         id=agent.channel_id,
         organization_id=context.organization_id,
@@ -99,7 +100,7 @@ def link_knowledge_to_agent(
     )
     found_ids = set(readable.values_list("id", flat=True))
     if len(found_ids) != len(requested_ids):
-        raise ValidationError({"knowledgeIds": "Unknown knowledge item"})
+        raise ValidationError({"knowledgeIds": t("ai.unknown_knowledge_item")})
     available_ids = set(
         knowledge_available_to_channel(
             Knowledge.objects.filter(id__in=found_ids),
@@ -130,7 +131,7 @@ def link_portal_articles_to_agent(
     )
     found_ids = set(articles.values_list("id", flat=True))
     if len(found_ids) != len(requested_ids):
-        raise ValidationError({"articleIds": "Unknown portal article"})
+        raise ValidationError({"articleIds": t("ai.unknown_portal_article")})
     available_ids = set(
         portal_articles_available_to_channel(
             PortalArticle.objects.filter(id__in=found_ids),

apps/backend/chatballs/ai/agent_card.py

@@ -12,7 +12,7 @@ from django.db import transaction
 from django.db.models import Case, Count, IntegerField, Q, QuerySet, Value, When
 from django.utils.text import slugify
 
-from chatballs.ai.models import AIAgent, AIAgentStatus
+from chatballs.ai.models import AIAgent, AIAgentStatus, AnswerLanguage
 from chatballs.ai.serializers import agent_portal_article_payload
 from chatballs.channels.models import Channel
 from chatballs.channels.services import (
@@ -22,6 +22,7 @@ from chatballs.channels.services import (
     update_channel,
 )
 from chatballs.conversations.models import LifecycleState
+from chatballs.i18n import normalize_language, t
 from chatballs.tenancy.context import TenantContext
 
 
@@ -126,8 +127,10 @@ def agent_card_payload(channel: Channel, *, knowledge_total: int | None = None)
         "aiStatus": agent.status,
         "model": agent.model,
         "providerIntegrationId": agent.provider_integration_id,
+        # Чем расшифровывать голосовые; пусто — тем же провайдером, что отвечает.
+        "transcriptionIntegrationId": agent.transcription_integration_id,
         "modelParams": agent.model_params,
-        "limits": agent.limits,
+        "answerLanguage": agent.answer_language,
         "persona": agent.persona,
         "tone": agent.tone,
         "instructions": agent.instructions,
@@ -170,7 +173,7 @@ def _unique_agent_code(organization_id: int, name: str) -> str:
         candidate = f"{base}-{suffix}"
         if candidate not in taken:
             return candidate
-    raise ValidationError({"name": "Не удалось подобрать уникальный код агента"})
+    raise ValidationError({"name": t("ai.agent_code_collision")})
 
 
 def ensure_channel_agent(channel: Channel) -> AIAgent:
@@ -200,7 +203,7 @@ def create_agent_card(
     from chatballs.channels import authorization
     from chatballs.channels.services import _clean_name, _group_for_channel
 
-    authorization.require_organization_manage(context, operation="Создание агента")
+    authorization.require_organization_manage(context, operation="channels.operation_agent_create")
     clean_name = _clean_name(name)
     group = _group_for_channel(context=context, group_id=group_id)
     channel = Channel.objects.create(
@@ -229,11 +232,12 @@ def update_agent_card(
 
     ai_fields = {
         "providerIntegrationId",
+        "transcriptionIntegrationId",
         "modelParams",
-        "limits",
         "persona",
         "tone",
         "instructions",
+        "answerLanguage",
         "knowledgeIds",
     }
     if ai_fields & set(body):
@@ -244,20 +248,26 @@ def update_agent_card(
             not isinstance(knowledge_ids, list)
             or not all(isinstance(item, int) for item in knowledge_ids)
         ):
-            raise ValidationError({"knowledgeIds": "List of ids required"})
+            raise ValidationError({"knowledgeIds": t("api.list_of_ids_required")})
         model_params = body.get("modelParams", agent.model_params)
-        limits = body.get("limits", agent.limits)
         if not isinstance(model_params, dict):
-            raise ValidationError({"modelParams": "Object required"})
-        if not isinstance(limits, dict):
-            raise ValidationError({"limits": "Object required"})
+            raise ValidationError({"modelParams": t("api.object_required")})
         provider_integration_id = body.get(
             "providerIntegrationId", agent.provider_integration_id
         )
         if provider_integration_id is not None and not isinstance(
             provider_integration_id, int
         ):
-            raise ValidationError({"providerIntegrationId": "Integer id required"})
+            raise ValidationError({"providerIntegrationId": t("api.integer_id_required")})
+        transcription_integration_id = body.get(
+            "transcriptionIntegrationId", agent.transcription_integration_id
+        )
+        if transcription_integration_id is not None and not isinstance(
+            transcription_integration_id, int
+        ):
+            raise ValidationError(
+                {"transcriptionIntegrationId": t("api.integer_id_required")}
+            )
         update_agent(
             context=context,
             agent=agent,
@@ -265,12 +275,15 @@ def update_agent_card(
                 # Имя агента следует за именем карточки: сущность одна.
                 name=channel.name,
                 provider_integration_id=provider_integration_id,
+                transcription_integration_id=transcription_integration_id,
                 model_params=model_params,
                 allowed_tools=agent.allowed_tools,
-                limits=limits,
                 persona=str(body.get("persona", agent.persona)),
                 tone=str(body.get("tone", agent.tone)),
                 instructions=str(body.get("instructions", agent.instructions)),
+                answer_language=_clean_answer_language(
+                    body.get("answerLanguage", agent.answer_language)
+                ),
                 knowledge_ids=knowledge_ids,
             ),
         )
@@ -280,6 +293,18 @@ def update_agent_card(
     return agent_card_for_context(context=context, agent_id=channel.id)
 
 
+def _clean_answer_language(value: object) -> str:
+    """Режим ответа агента: MIRROR, ORGANIZATION или код поддерживаемого языка."""
+
+    raw = str(value or "").strip()
+    if raw in AnswerLanguage.values:
+        return raw
+    code = normalize_language(raw)
+    if code:
+        return code
+    raise ValidationError({"answerLanguage": t("ai.unknown_answer_language")})
+
+
 def agent_deletion_blockers(channel: Channel) -> list[dict[str, object]]:
     """Агент удаляется вместе с каналом; блокируют только внешние связи."""
     counts = (
@@ -295,7 +320,7 @@ def delete_agent_card(*, context: TenantContext, channel: Channel) -> None:
     from chatballs.channels import authorization
     from chatballs.channels.services import ChannelHasReferences
 
-    authorization.require_organization_manage(context, operation="Удаление агента")
+    authorization.require_organization_manage(context, operation="channels.operation_agent_delete")
     blockers = agent_deletion_blockers(channel)
     if blockers:
         raise ChannelHasReferences(blockers)

apps/backend/chatballs/ai/agent_card_views.py

@@ -24,9 +24,14 @@ from chatballs.channels import services as channel_services
 from chatballs.channels.models import Channel
 from chatballs.channels.runtime import run_channel_turn
 from chatballs.channels.selectors import channel_for_context
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 
-AGENT_NOT_FOUND = {"detail": "Агент не найден"}
+
+# Функция, а не константа: язык у каждого запроса свой, а константа собралась бы
+# один раз при импорте — на языке, который случайно стоял в тот момент.
+def agent_not_found() -> dict[str, str]:
+    return {"detail": t("ai.agent_not_found")}
 
 
 def _validation_detail(error: ValidationError) -> str:
@@ -105,7 +110,7 @@ class AgentCardListView(APIView):
             try:
                 cards = cards.filter(group_id=int(group))
             except ValueError:
-                return Response({"detail": "group must be an id or none"}, status=400)
+                return Response({"detail": t("ai.group_id_or_none")}, status=400)
         from chatballs.ai.agent_card import (
             ensure_channel_agent,
             knowledge_total_for_organization,
@@ -130,7 +135,7 @@ class AgentCardListView(APIView):
         if group_id is not None and (
             isinstance(group_id, bool) or not isinstance(group_id, int)
         ):
-            return Response({"detail": "groupId must be an integer or null"}, status=400)
+            return Response({"detail": t("ai.group_id_integer_or_null")}, status=400)
         try:
             channel = create_agent_card(
                 context=request.tenant_context,
@@ -157,7 +162,7 @@ class AgentCardDetailView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         from chatballs.ai.agent_card import ensure_channel_agent
 
         ensure_channel_agent(channel)
@@ -167,7 +172,7 @@ class AgentCardDetailView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         body = request.data if isinstance(request.data, dict) else {}
         try:
             channel = update_agent_card(
@@ -182,7 +187,7 @@ class AgentCardDetailView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         name = channel.name
         try:
             delete_agent_card(context=request.tenant_context, channel=channel)
@@ -201,7 +206,7 @@ class _AgentCardStatusView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         try:
             channel = set_agent_card_active(
                 context=request.tenant_context,
@@ -234,17 +239,17 @@ class AgentCardTestChatView(APIView):
                 capability="ai.view",
             )
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         message = str(request.data.get("message", "")).strip()
         if not message:
-            return Response({"detail": "Пустое сообщение"}, status=400)
+            return Response({"detail": t("ai.empty_message")}, status=400)
         history = request.data.get("history") or []
         if not isinstance(history, list):
-            return Response({"detail": "history must be a list"}, status=400)
+            return Response({"detail": t("ai.history_must_be_list")}, status=400)
         try:
             result = run_channel_turn(channel=channel, message=message, history=history)
         except ProviderError as error:
-            return Response({"detail": f"Ошибка провайдера: {error}"}, status=502)
+            return Response({"detail": t("ai.provider_error", error=error)}, status=502)
         return Response(
             {
                 "reply": result.text,
@@ -263,11 +268,11 @@ class AgentCardConnectionsView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         data = request.data if isinstance(request.data, dict) else {}
         integration_id = data.get("integrationId")
         if isinstance(integration_id, bool) or not isinstance(integration_id, int):
-            return Response({"detail": "integrationId must be an integer"}, status=400)
+            return Response({"detail": t("ai.integration_id_integer")}, status=400)
         try:
             integration, previous_channel_id = channel_services.bind_connection(
                 context=request.tenant_context,
@@ -305,7 +310,7 @@ class AgentCardConnectionDetailView(APIView):
         try:
             channel = _load(request, agent_id)
         except Channel.DoesNotExist:
-            return Response(AGENT_NOT_FOUND, status=404)
+            return Response(agent_not_found(), status=404)
         try:
             channel_services.unbind_connection(
                 context=request.tenant_context,

apps/backend/chatballs/ai/attachment_views.py

@@ -4,10 +4,10 @@ from rest_framework.request import Request
 from rest_framework.views import APIView
 
 from chatballs.ai.models import KnowledgeAttachment
-from chatballs.identity.models import Organization
 from chatballs.tenancy.context import TenantContext
 from chatballs.tenancy.database import tenant_atomic
 from chatballs.tenancy.ingress import attachment_route
+from chatballs.tenancy.lookup import load_organization
 
 
 class AttachmentDownloadView(APIView):
@@ -19,10 +19,9 @@ class AttachmentDownloadView(APIView):
         route = attachment_route(str(public_id))
         if route is None:
             raise Http404
-        try:
-            organization = Organization.objects.get(pk=route.organization_id)
-        except Organization.DoesNotExist as error:
-            raise Http404 from error
+        organization = load_organization(route.organization_id)
+        if organization is None:
+            raise Http404
         context = TenantContext.for_resource(organization)
         with tenant_atomic(context):
             attachment = KnowledgeAttachment.objects.filter(

apps/backend/chatballs/ai/bulk_views.py

@@ -16,19 +16,20 @@ from chatballs.ai.knowledge_bulk import (
 from chatballs.ai.models import AIAgent
 from chatballs.ai.selectors import agent_for_employee
 from chatballs.api.permissions import HasCapability
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 
 
 def _positive_id(value: object, field: str) -> int:
     if isinstance(value, bool) or not isinstance(value, int) or value <= 0:
-        raise ValidationError({field: "Positive integer ID required"})
+        raise ValidationError({field: t("api.positive_id_required")})
     return value
 
 
 def _knowledge_ids(body: dict[str, object]) -> list[int]:
     raw_ids = body.get("knowledgeIds")
     if not isinstance(raw_ids, list):
-        raise ValidationError({"knowledgeIds": "List of knowledge IDs required"})
+        raise ValidationError({"knowledgeIds": t("ai.list_of_knowledge_ids")})
     return [_positive_id(item, "knowledgeIds") for item in raw_ids]
 
 
@@ -68,7 +69,7 @@ class KnowledgeBulkMoveView(_KnowledgeBulkView):
 def _attach_action(body: dict[str, object]) -> bool:
     action = str(body.get("action", "attach"))
     if action not in {"attach", "detach"}:
-        raise ValidationError({"action": "Expected attach or detach"})
+        raise ValidationError({"action": t("ai.expected_attach_or_detach")})
     return action == "attach"
 
 
@@ -91,7 +92,7 @@ class _AgentLinkView(APIView):
             agent_id = _positive_id(request.data.get("agentId"), "agentId")
             raw_ids = request.data.get(self.id_field)
             if not isinstance(raw_ids, list):
-                raise ValidationError({self.id_field: "List of IDs required"})
+                raise ValidationError({self.id_field: t("ai.list_of_ids")})
             ids = [_positive_id(item, self.id_field) for item in raw_ids]
             attach = _attach_action(request.data)
         except ValidationError as error:
@@ -103,7 +104,7 @@ class _AgentLinkView(APIView):
                 capability="ai.manage",
             )
         except AIAgent.DoesNotExist:
-            return Response({"detail": "Agent not found"}, status=404)
+            return Response({"detail": t("ai.agent_not_found")}, status=404)
         try:
             result = self.link(request, agent, ids, attach)
         except ValidationError as error:
@@ -171,7 +172,7 @@ class AgentCategoryKnowledgeSelectView(APIView):
                 capability="ai.manage",
             )
         except AIAgent.DoesNotExist:
-            return Response({"detail": "Agent not found"}, status=404)
+            return Response({"detail": t("ai.agent_not_found")}, status=404)
         try:
             category_id = _positive_id(request.data.get("categoryId"), "categoryId")
             result = add_category_knowledge_to_agent(

apps/backend/chatballs/ai/category_views.py

@@ -14,16 +14,17 @@ from chatballs.ai.models import KnowledgeCategory
 from chatballs.ai.selectors import category_tree_for_employee
 from chatballs.ai.serializers import category_payload
 from chatballs.api.permissions import HasCapability
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 
 
 def _integer(value: object, field: str) -> int:
     if isinstance(value, bool):
-        raise ValidationError({field: "Integer required"})
+        raise ValidationError({field: t("api.integer_required")})
     try:
         return int(value)
     except (TypeError, ValueError) as error:
-        raise ValidationError({field: "Integer required"}) from error
+        raise ValidationError({field: t("api.integer_required")}) from error
 
 
 def _category(request: Request, category_id: int) -> KnowledgeCategory:
@@ -42,7 +43,7 @@ def _parent(
     try:
         return _category(request, parent_id)
     except KnowledgeCategory.DoesNotExist as error:
-        raise ValidationError({"parentId": "Parent category not found"}) from error
+        raise ValidationError({"parentId": t("ai.parent_category_not_found")}) from error
 
 
 def _audit(
@@ -110,7 +111,7 @@ class KnowledgeCategoryDetailView(APIView):
             require_category_manage(context=request.tenant_context)
             category = _category(request, category_id)
         except KnowledgeCategory.DoesNotExist:
-            return Response({"detail": "Category not found"}, status=404)
+            return Response({"detail": t("ai.category_not_found")}, status=404)
         try:
             parent = (
                 _parent(request, request.data.get("parentId"), field_present=True)
@@ -136,7 +137,7 @@ class KnowledgeCategoryDetailView(APIView):
             require_category_manage(context=request.tenant_context)
             category = _category(request, category_id)
         except KnowledgeCategory.DoesNotExist:
-            return Response({"detail": "Category not found"}, status=404)
+            return Response({"detail": t("ai.category_not_found")}, status=404)
         try:
             deleted_id = category.id
             delete_category(context=request.tenant_context, category=category)

apps/backend/chatballs/ai/invocation.py

@@ -2,7 +2,6 @@ import time
 
 from django.conf import settings
 
-from chatballs.ai import limits, pricing
 from chatballs.ai.models import LlmInvocation, LlmInvocationStatus
 from chatballs.ai.pii import redact
 from chatballs.ai.provider import routing
@@ -19,18 +18,6 @@ from chatballs.ai.provider.resilience import CircuitBreaker, call_with_resilienc
 _breaker = CircuitBreaker()
 
 
-def _record_blocked(*, channel, purpose: str, model: str, error: Exception) -> None:
-    LlmInvocation.objects.create(
-        organization=channel.organization,
-        channel=channel,
-        purpose=purpose,
-        operation="chat",
-        model=model,
-        status=LlmInvocationStatus.BLOCKED,
-        error=str(error),
-    )
-
-
 def _prepare_invocation(*, channel, requested_model: str | None) -> tuple[LLMProvider, str]:
     # BYOK — единственный режим (ADR-CHATBALLS-0042 §3): модель берётся из интеграции
     # организации с fallback на модель агента. Без интеграции модель остаётся
@@ -52,18 +39,7 @@ def invoke_chat(
     params: dict | None = None,
     used_fragment_ids: list | None = None,
 ) -> ChatResult:
-    fallback_model = model or channel.ai_agent.model
-    try:
-        provider, model = _prepare_invocation(channel=channel, requested_model=model)
-        limits.assert_within_limits(channel, channel.ai_agent)
-    except limits.LimitExceeded as error:
-        _record_blocked(
-            channel=channel,
-            purpose=purpose,
-            model=fallback_model,
-            error=error,
-        )
-        raise
+    provider, model = _prepare_invocation(channel=channel, requested_model=model)
 
     safe_messages = [ChatMessage(role=item.role, content=redact(item.content)) for item in messages]
     started = time.monotonic()
@@ -96,8 +72,6 @@ def invoke_chat(
         prompt_tokens=result.prompt_tokens,
         completion_tokens=result.completion_tokens,
         total_tokens=result.total_tokens,
-        cost_micros=result.cost_micros
-        or pricing.cost_micros(result.model, result.prompt_tokens, result.completion_tokens),
         latency_ms=int((time.monotonic() - started) * 1000),
         status=LlmInvocationStatus.SUCCESS,
         used_fragment_ids=used_fragment_ids or [],
@@ -128,7 +102,6 @@ def embed_texts(
         model=model,
         prompt_tokens=tokens,
         total_tokens=tokens,
-        cost_micros=pricing.cost_micros(model, tokens, 0),
         status=LlmInvocationStatus.SUCCESS,
     )
     return results

apps/backend/chatballs/ai/knowledge_api_inputs.py

@@ -4,17 +4,18 @@ from rest_framework.request import Request
 from chatballs.ai.knowledge_services import KnowledgeInput
 from chatballs.ai.models import Knowledge
 from chatballs.ai.selectors import KnowledgeFilters
+from chatballs.i18n import t
 
 
 def _positive_id(value: object, field: str) -> int:
     if isinstance(value, bool):
-        raise ValidationError({field: "Positive integer id required"})
+        raise ValidationError({field: t("api.positive_id_required")})
     try:
         parsed = int(value)
     except (TypeError, ValueError) as error:
-        raise ValidationError({field: "Integer id required"}) from error
+        raise ValidationError({field: t("api.integer_id_required")}) from error
     if parsed <= 0:
-        raise ValidationError({field: "Positive integer id required"})
+        raise ValidationError({field: t("api.positive_id_required")})
     return parsed
 
 
@@ -38,7 +39,7 @@ def knowledge_input(
 ) -> KnowledgeInput:
     raw_enabled = body.get("isEnabled", current.is_enabled if current else True)
     if not isinstance(raw_enabled, bool):
-        raise ValidationError({"isEnabled": "Boolean required"})
+        raise ValidationError({"isEnabled": t("api.boolean_required")})
     return KnowledgeInput(
         title=str(body.get("title", current.title if current else "")),
         description=str(
@@ -59,7 +60,7 @@ def knowledge_filters(request: Request) -> KnowledgeFilters:
     elif raw_enabled.lower() == "false":
         is_enabled = False
     else:
-        raise ValidationError({"isEnabled": "Boolean required"})
+        raise ValidationError({"isEnabled": t("api.boolean_required")})
     agents = tuple(
         int(value) for value in request.query_params.getlist("agent") if value.isdigit()
     )

apps/backend/chatballs/ai/knowledge_bulk.py

@@ -14,6 +14,7 @@ from chatballs.ai.models import (
 )
 from chatballs.ai.services import knowledge_for_agent_ids
 from chatballs.channels.models import Channel
+from chatballs.i18n import t
 from chatballs.tenancy.context import TenantContext
 
 
@@ -21,11 +22,11 @@ def _normalized_knowledge_ids(knowledge_ids: Iterable[int]) -> list[int]:
     normalized: list[int] = []
     for knowledge_id in knowledge_ids:
         if isinstance(knowledge_id, bool) or not isinstance(knowledge_id, int):
-            raise ValidationError({"knowledgeIds": "Knowledge IDs must be integers"})
+            raise ValidationError({"knowledgeIds": t("ai.knowledge_ids_integers")})
         if knowledge_id not in normalized:
             normalized.append(knowledge_id)
     if not normalized:
-        raise ValidationError({"knowledgeIds": "At least one knowledge ID is required"})
+        raise ValidationError({"knowledgeIds": t("ai.at_least_one_knowledge_id")})
     return normalized
 
 
@@ -40,7 +41,7 @@ def _locked_knowledge(*, context: TenantContext, knowledge_ids: Iterable[int]) -
         .order_by("id")
     )
     if len(items) != len(normalized_ids):
-        raise ValidationError({"knowledgeIds": "Unknown knowledge item"})
+        raise ValidationError({"knowledgeIds": t("ai.unknown_knowledge_item")})
     return items
 
 
@@ -64,7 +65,7 @@ def bulk_move_knowledge(
             organization_id=context.organization_id,
         )
     except KnowledgeCategory.DoesNotExist as error:
-        raise ValidationError({"categoryId": "Category not found"}) from error
+        raise ValidationError({"categoryId": t("ai.category_not_found")}) from error
     items = _locked_knowledge(context=context, knowledge_ids=knowledge_ids)
     _require_bulk_write(context=context, items=items)
     now = timezone.now()
@@ -87,7 +88,7 @@ def add_category_knowledge_to_agent(
     *, context: TenantContext, agent: AIAgent, category_id: int
 ) -> CategorySelectionResult:
     if agent.channel.organization_id != context.organization_id:
-        raise ValidationError({"agent": "Agent belongs to another organization"})
+        raise ValidationError({"agent": t("ai.agent_other_organization")})
     channel = Channel.objects.select_for_update().get(
         id=agent.channel_id,
         organization_id=context.organization_id,
@@ -96,7 +97,7 @@ def add_category_knowledge_to_agent(
         id=category_id,
         organization_id=context.organization_id,
     ).exists():
-        raise ValidationError({"categoryId": "Category not found"})
+        raise ValidationError({"categoryId": t("ai.category_not_found")})
 
     current_ids = set(agent.knowledge_items.values_list("id", flat=True))
     category_ids = set(

apps/backend/chatballs/ai/knowledge_categories.py

@@ -3,6 +3,7 @@ from django.db import transaction
 
 from chatballs.ai.knowledge_types import UNCATEGORIZED_CATEGORY_NAME
 from chatballs.ai.models import KnowledgeCategory
+from chatballs.i18n import t
 from chatballs.identity.models import Organization
 from chatballs.tenancy.context import TenantContext
 
@@ -24,14 +25,14 @@ def _validate_category_context(
     *, context: TenantContext, category: KnowledgeCategory
 ) -> None:
     if category.organization_id != context.organization_id:
-        raise ValidationError({"category": "Category belongs to another organization"})
+        raise ValidationError({"category": t("ai.category_other_organization")})
 
 
 def _validate_parent(
     *, context: TenantContext, parent: KnowledgeCategory | None
 ) -> None:
     if parent is not None and parent.organization_id != context.organization_id:
-        raise ValidationError({"parent": "Parent category belongs to another organization"})
+        raise ValidationError({"parent": t("ai.parent_category_other_organization")})
 
 
 @transaction.atomic
@@ -57,7 +58,7 @@ def rename_category(
 ) -> KnowledgeCategory:
     _validate_category_context(context=context, category=category)
     if category.is_system:
-        raise ValidationError({"category": "System category is immutable"})
+        raise ValidationError({"category": t("ai.system_category_immutable")})
     locked = KnowledgeCategory.objects.select_for_update().get(pk=category.pk)
     locked.name = name
     locked.save(update_fields=["name"])
@@ -75,7 +76,7 @@ def move_category(
     _validate_category_context(context=context, category=category)
     _validate_parent(context=context, parent=parent)
     if category.is_system:
-        raise ValidationError({"category": "System category is immutable"})
+        raise ValidationError({"category": t("ai.system_category_immutable")})
     locked_categories = {
         item.pk: item
         for item in KnowledgeCategory.objects.select_for_update().filter(
@@ -104,7 +105,7 @@ def update_category(
     _validate_category_context(context=context, category=category)
     _validate_parent(context=context, parent=parent)
     if category.is_system:
-        raise ValidationError({"category": "System category is immutable"})
+        raise ValidationError({"category": t("ai.system_category_immutable")})
     locked_categories = {
         item.pk: item
         for item in KnowledgeCategory.objects.select_for_update().filter(

apps/backend/chatballs/ai/knowledge_import.py

@@ -13,6 +13,7 @@ from chatballs.ai.knowledge_services import (
     update_knowledge,
 )
 from chatballs.ai.models import Knowledge, KnowledgeCategory
+from chatballs.i18n import t
 from chatballs.tenancy.context import TenantContext
 
 
@@ -35,14 +36,14 @@ class KnowledgeImportResult:
 def _title(document: dict[str, object]) -> str:
     value = document.get("title")
     if not isinstance(value, str) or not value.strip():
-        raise ValidationError({"title": "Title is required"})
+        raise ValidationError({"title": t("ai.title_required")})
     return value.strip()
 
 
 def _content(document: dict[str, object]) -> str:
     value = document.get("content")
     if not isinstance(value, str):
-        raise ValidationError({"content": "Content string is required"})
+        raise ValidationError({"content": t("ai.content_required")})
     return value
 
 
@@ -53,26 +54,23 @@ def _description(document: dict[str, object], *, default: str) -> str:
     if value is None:
         return ""
     if not isinstance(value, str):
-        raise ValidationError({"description": "Description must be a string"})
+        raise ValidationError({"description": t("ai.description_string")})
     return value.strip()
 
 
 def _category_for_path(*, context: TenantContext, raw_path: object) -> KnowledgeCategory:
     if not isinstance(raw_path, list) or not raw_path:
-        raise ValidationError({"categoryPath": "Non-empty category path required"})
+        raise ValidationError({"categoryPath": t("ai.category_path_required")})
     parent_id = None
     category = None
     for raw_name in raw_path:
         if not isinstance(raw_name, str) or not raw_name.strip():
-            raise ValidationError({"categoryPath": "Category names must be non-empty strings"})
-        try:
-            category = KnowledgeCategory.objects.get(
-                organization_id=context.organization_id,
-                parent_id=parent_id,
-                name=raw_name.strip(),
-            )
-        except KnowledgeCategory.DoesNotExist as error:
-            raise ValidationError({"categoryPath": "Category path not found"}) from error
+            raise ValidationError({"categoryPath": t("ai.category_names_strings")})
+        category, _ = KnowledgeCategory.objects.get_or_create(
+            organization_id=context.organization_id,
+            parent_id=parent_id,
+            name=raw_name.strip(),
+        )
         parent_id = category.id
     assert category is not None
     return category
@@ -153,7 +151,7 @@ def import_knowledge_documents(
             title = raw_title.strip() if isinstance(raw_title, str) else ""
         try:
             if not isinstance(raw_document, dict):
-                raise ValidationError({"document": "Document must be an object"})
+                raise ValidationError({"document": t("ai.document_object_required")})
             outcome = _import_document(context=context, document=raw_document)
         except ValidationError as error:
             result.failed.append({"title": title, "detail": _validation_detail(error)})

apps/backend/chatballs/ai/knowledge_models.py

@@ -2,6 +2,7 @@ from django.core.exceptions import ValidationError
 from django.db import models
 
 from chatballs.ai.knowledge_types import UNCATEGORIZED_CATEGORY_NAME
+from chatballs.i18n import t
 from chatballs.tenancy.models import TenantRelationModel
 
 
@@ -42,23 +43,23 @@ class KnowledgeCategory(TenantRelationModel):
         super().clean()
         self.name = self.name.strip()
         if not self.name:
-            raise ValidationError({"name": "Category name is required"})
+            raise ValidationError({"name": t("ai.category_name_required")})
         persisted = None
         if self.pk is not None:
             persisted = type(self).objects.filter(pk=self.pk).values("is_system").first()
         if persisted and persisted["is_system"] and not self.is_system:
-            raise ValidationError({"category": "System category is immutable"})
+            raise ValidationError({"category": t("ai.system_category_immutable")})
         if self.is_system and self.name != UNCATEGORIZED_CATEGORY_NAME:
-            raise ValidationError({"name": "System category name is immutable"})
+            raise ValidationError({"name": t("ai.system_category_name_immutable")})
 
         ancestor = self.parent
         visited: set[int] = set()
         while ancestor is not None:
             if self.pk is not None and ancestor.pk == self.pk:
-                raise ValidationError({"parent": "Category cycle is not allowed"})
+                raise ValidationError({"parent": t("ai.category_cycle")})
             if ancestor.pk is not None:
                 if ancestor.pk in visited:
-                    raise ValidationError({"parent": "Category cycle is not allowed"})
+                    raise ValidationError({"parent": t("ai.category_cycle")})
                 visited.add(ancestor.pk)
             ancestor = ancestor.parent
 
@@ -68,11 +69,11 @@ class KnowledgeCategory(TenantRelationModel):
 
     def delete(self, *args: object, **kwargs: object):
         if self.is_system:
-            raise ValidationError({"category": "System category cannot be deleted"})
+            raise ValidationError({"category": t("ai.system_category_undeletable")})
         if self.children.exists():
-            raise ValidationError({"category": "Category with children cannot be deleted"})
+            raise ValidationError({"category": t("ai.category_with_children")})
         if self.knowledge_items.exists():
-            raise ValidationError({"category": "Category with knowledge cannot be deleted"})
+            raise ValidationError({"category": t("ai.category_with_knowledge")})
         return super().delete(*args, **kwargs)
 
     def __str__(self) -> str:

apps/backend/chatballs/ai/knowledge_services.py

@@ -12,6 +12,7 @@ from chatballs.ai.models import (
     KnowledgeAttachment,
     KnowledgeCategory,
 )
+from chatballs.i18n import t
 from chatballs.tenancy.context import TenantContext
 from chatballs.tenancy.storage import adjust_storage_usage
 from chatballs.tenancy.storage_quota import (
@@ -39,13 +40,13 @@ def _knowledge_category(*, context: TenantContext, category_id: int | None) -> K
             id=category_id,
         )
     except KnowledgeCategory.DoesNotExist as error:
-        raise ValidationError({"category": "Category not found"}) from error
+        raise ValidationError({"category": t("ai.category_not_found")}) from error
 
 
 @transaction.atomic
 def create_knowledge(*, context: TenantContext, data: KnowledgeInput) -> Knowledge:
     if not data.title.strip():
-        raise ValidationError({"title": "Title is required"})
+        raise ValidationError({"title": t("ai.title_required")})
     knowledge = Knowledge.objects.create(
         organization=context.organization,
         category=_knowledge_category(context=context, category_id=data.category_id),
@@ -63,9 +64,9 @@ def update_knowledge(
     *, context: TenantContext, knowledge: Knowledge, data: KnowledgeInput
 ) -> Knowledge:
     if knowledge.organization_id != context.organization_id:
-        raise ValidationError({"knowledge": "Knowledge belongs to another organization"})
+        raise ValidationError({"knowledge": t("ai.knowledge_other_organization")})
     if not data.title.strip():
-        raise ValidationError({"title": "Title is required"})
+        raise ValidationError({"title": t("ai.title_required")})
     locked = Knowledge.objects.select_for_update().get(pk=knowledge.pk)
     content_changed = locked.content != data.content
     locked.title = data.title.strip()
@@ -94,7 +95,7 @@ def update_knowledge(
 
 def delete_knowledge(*, context: TenantContext, knowledge: Knowledge) -> None:
     if knowledge.organization_id != context.organization_id:
-        raise ValidationError({"knowledge": "Knowledge belongs to another organization"})
+        raise ValidationError({"knowledge": t("ai.knowledge_other_organization")})
     attachments = list(knowledge.attachments.all())
     released_bytes = sum(attachment.size for attachment in attachments)
     for attachment in attachments:
@@ -112,12 +113,12 @@ def add_attachment(
     *, context: TenantContext, knowledge: Knowledge, upload: UploadedFile
 ) -> KnowledgeAttachment:
     if knowledge.organization_id != context.organization_id:
-        raise ValidationError({"knowledge": "Knowledge belongs to another organization"})
+        raise ValidationError({"knowledge": t("ai.knowledge_other_organization")})
     original_name = (upload.name or "").strip()
     if not original_name:
-        raise ValidationError({"file": "File name is required"})
+        raise ValidationError({"file": t("ai.file_name_required")})
     if upload.size and upload.size > _MAX_ATTACHMENT_BYTES:
-        raise ValidationError({"file": "File is too large (max 25 MB)"})
+        raise ValidationError({"file": t("ai.file_too_large_25")})
     existing = knowledge.attachments.filter(original_name=original_name).first()
     existing_size = existing.size if existing is not None else 0
     data = upload.read()
@@ -153,7 +154,7 @@ def add_attachment(
 
 def delete_attachment(*, context: TenantContext, attachment: KnowledgeAttachment) -> None:
     if attachment.knowledge.organization_id != context.organization_id:
-        raise ValidationError({"attachment": "Attachment belongs to another organization"})
+        raise ValidationError({"attachment": t("ai.attachment_other_organization")})
     knowledge = attachment.knowledge
     released_bytes = attachment.size
     attachment.file.delete(save=False)

apps/backend/chatballs/ai/limits.py

@@ -1,32 +0,0 @@
-from django.conf import settings
-from django.db.models import Sum
-from django.utils import timezone
-
-from chatballs.ai.models import LlmInvocation, LlmInvocationStatus
-
-
-class LimitExceeded(Exception):
-    pass
-
-
-def _day_start():
-    now = timezone.localtime()
-    return now.replace(hour=0, minute=0, second=0, microsecond=0)
-
-
-def daily_cost_micros(channel=None) -> int:
-    queryset = LlmInvocation.objects.filter(created_at__gte=_day_start(), status=LlmInvocationStatus.SUCCESS)
-    if channel is not None:
-        queryset = queryset.filter(channel=channel)
-    return queryset.aggregate(total=Sum("cost_micros"))["total"] or 0
-
-
-def assert_within_limits(channel, agent) -> None:
-    global_limit = settings.CHATBALLS_AI_GLOBAL_DAILY_COST_LIMIT_MICROS
-    if global_limit and daily_cost_micros() >= global_limit:
-        raise LimitExceeded("Global daily AI cost limit reached")
-    # Канальный лимит хранится в целых центах USD (dailyCostUsd); расход учитывается
-    # в micro-USD. 1 цент = 10 000 micro-USD.
-    channel_limit = (agent.limits or {}).get("dailyCostUsd")
-    if channel_limit and daily_cost_micros(channel) >= int(channel_limit) * 10_000:
-        raise LimitExceeded("Channel daily AI cost limit reached")

apps/backend/chatballs/ai/migrations/0017_agent_answer_language.py

@@ -0,0 +1,23 @@
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    """Язык ответов агента.
+
+    Существующие агенты получают MIRROR — ответ на языке обращения. Для
+    одноязычной установки это ничего не меняет: клиенты пишут на её языке, и
+    агент отвечает так же. Для двуязычной — сразу перестаёт отвечать не на том
+    языке, на котором спросили.
+    """
+
+    dependencies = [
+        ("ai", "0016_remove_credential_mode"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="aiagent",
+            name="answer_language",
+            field=models.CharField(default="MIRROR", max_length=16),
+        ),
+    ]

apps/backend/chatballs/ai/migrations/0018_remove_agent_limits.py

@@ -0,0 +1,18 @@
+# Дневной бюджет агента снят вместе с полем `limits`: расход считался по
+# прайс-таблице из двух моделей, а для всех остальных оставался нулевым — лимит
+# не срабатывал никогда. Единственный оставшийся предохранитель — общий лимит
+# установки из переменной окружения (CHATBALLS_AI_GLOBAL_DAILY_COST_LIMIT_MICROS).
+from django.db import migrations
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("ai", "0017_agent_answer_language"),
+    ]
+
+    operations = [
+        migrations.RemoveField(
+            model_name="aiagent",
+            name="limits",
+        ),
+    ]

apps/backend/chatballs/ai/migrations/0019_drop_llm_cost_accounting.py

@@ -0,0 +1,34 @@
+# Учёт стоимости вызовов удалён вместе с лимитами. Считать было нечем: цена
+# бралась из ответа провайдера, а его присылает только OpenRouter; на остальных
+# оставалась прайс-таблица из двух моделей и ноль для всех прочих. Ни одна
+# цифра расхода в продукте не показывалась.
+#
+# Статус BLOCKED уходит вместе с лимитами — блокировать вызовы больше нечему.
+from django.db import migrations, models
+
+
+def drop_blocked_rows(apps, schema_editor):
+    """Строк со снятым статусом в журнале остаться не должно."""
+
+    apps.get_model("ai", "LlmInvocation").objects.filter(status="BLOCKED").delete()
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("ai", "0018_remove_agent_limits"),
+    ]
+
+    operations = [
+        migrations.RunPython(drop_blocked_rows, migrations.RunPython.noop),
+        migrations.RemoveField(model_name="llminvocation", name="cost_micros"),
+        migrations.RemoveField(model_name="llminvocation", name="currency"),
+        migrations.AlterField(
+            model_name="llminvocation",
+            name="status",
+            field=models.CharField(
+                choices=[("SUCCESS", "Успех"), ("ERROR", "Ошибка")],
+                default="SUCCESS",
+                max_length=16,
+            ),
+        ),
+    ]

apps/backend/chatballs/ai/migrations/0020_aiagent_transcription_integration.py

@@ -0,0 +1,20 @@
+# Generated by Django 5.2.16 on 2026-09-15 04:24
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('ai', '0019_drop_llm_cost_accounting'),
+        ('integrations', '0008_encrypted_column_width'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='aiagent',
+            name='transcription_integration',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.PROTECT, related_name='transcribing_agents', to='integrations.integration'),
+        ),
+    ]

apps/backend/chatballs/ai/models.py

@@ -14,6 +14,13 @@ DEFAULT_AI_MODEL = "anthropic/claude-sonnet-4.6"
 
 
 
+class AnswerLanguage(models.TextChoices):
+    """Режимы поля ``AIAgent.answer_language``, кроме кодов самих языков."""
+
+    MIRROR = "MIRROR", "Как у клиента"
+    ORGANIZATION = "ORGANIZATION", "Язык организации"
+
+
 class AIAgentStatus(models.TextChoices):
 
     DRAFT = "DRAFT", "Draft"
@@ -327,7 +334,7 @@ class KnowledgeFragment(TenantRelationModel):
 
 class AIAgent(TenantRelationModel):
 
-    tenant_relation_fields = ("channel", "provider_integration")
+    tenant_relation_fields = ("channel", "provider_integration", "transcription_integration")
 
     channel = models.OneToOneField("channels.Channel", on_delete=models.CASCADE, related_name="ai_agent")
 
@@ -351,6 +358,18 @@ class AIAgent(TenantRelationModel):
 
     )
 
+    # Чем расшифровывать голосовые. Обычно это тот же провайдер, что и отвечает,
+    # но не всегда: модель, которая пишет ответы, может не уметь речь в текст
+    # (у Anthropic и Yandex Foundation Models аудио-эндпоинта нет вовсе).
+    # Пусто — расшифровка идёт к провайдеру ответов, как было.
+    transcription_integration = models.ForeignKey(
+        "integrations.Integration",
+        on_delete=models.PROTECT,
+        related_name="transcribing_agents",
+        null=True,
+        blank=True,
+    )
+
     name = models.CharField(max_length=255)
 
     status = models.CharField(
@@ -369,6 +388,19 @@ class AIAgent(TenantRelationModel):
 
     model_params = models.JSONField(default=dict, blank=True)
 
+    # Язык ответов клиенту. По умолчанию агент отвечает на языке, на котором
+    # к нему обратились: сигнал точный, лежит прямо в сообщении и не требует
+    # настройки. База знаний при этом остаётся одноязычной — поиск ведёт
+    # семантическая ветка (ai.retrieval), а эмбеддинги кроссязычные.
+    #
+    # Хранится либо режим (MIRROR, ORGANIZATION), либо код языка из
+    # chatballs.i18n.LANGUAGE_CODES — для тех, кому нужен ровно один язык
+    # независимо от того, на каком языке пришло сообщение.
+    answer_language = models.CharField(
+        max_length=16,
+        default=AnswerLanguage.MIRROR,
+    )
+
     # Инструкции из трёх частей; системный промпт собирается в этом порядке.
 
     persona = models.TextField(blank=True)  # кто он и что он
@@ -397,10 +429,6 @@ class AIAgent(TenantRelationModel):
 
     allowed_tools = models.JSONField(default=list, blank=True)
 
-    # Единственный поддерживаемый лимит — дневной бюджет dailyCostUsd (центы USD).
-
-    limits = models.JSONField(default=dict, blank=True)
-
     created_at = models.DateTimeField(auto_now_add=True)
 
     updated_at = models.DateTimeField(auto_now=True)
@@ -443,8 +471,6 @@ class LlmInvocationStatus(models.TextChoices):
 
     ERROR = "ERROR", "Ошибка"
 
-    BLOCKED = "BLOCKED", "Заблокировано лимитом"
-
 
 
 
@@ -469,10 +495,6 @@ class LlmInvocation(TenantRelationModel):
 
     total_tokens = models.PositiveIntegerField(default=0)
 
-    cost_micros = models.PositiveBigIntegerField(default=0)
-
-    currency = models.CharField(max_length=3, default="USD")
-
     latency_ms = models.PositiveIntegerField(default=0)
 
     status = models.CharField(max_length=16, choices=LlmInvocationStatus.choices, default=LlmInvocationStatus.SUCCESS)

apps/backend/chatballs/ai/pricing.py

@@ -1,17 +0,0 @@
-from django.conf import settings
-
-# micro-USD за токен (1 USD = 1_000_000 micro); значение = цена в USD за 1M токенов.
-# Fallback на случай, если провайдер не вернул фактическую стоимость (usage.cost).
-# Реальные/уточнённые цены задаются через CHATBALLS_AI_PRICING.
-DEFAULT_PRICING = {
-    "openai/gpt-4o-mini": {"prompt": 0.15, "completion": 0.60},
-    "anthropic/claude-sonnet-4.6": {"prompt": 3.0, "completion": 15.0},
-}
-
-
-def cost_micros(model: str, prompt_tokens: int, completion_tokens: int) -> int:
-    table = {**DEFAULT_PRICING, **getattr(settings, "CHATBALLS_AI_PRICING", {})}
-    price = table.get(model)
-    if not price:
-        return 0
-    return round(prompt_tokens * price["prompt"] + completion_tokens * price["completion"])

apps/backend/chatballs/ai/provider/base.py

@@ -3,6 +3,8 @@ from __future__ import annotations
 import abc
 from dataclasses import dataclass
 
+from chatballs.i18n import t
+
 
 @dataclass(frozen=True)
 class ChatMessage:
@@ -16,9 +18,6 @@ class ChatResult:
     model: str
     prompt_tokens: int
     completion_tokens: int
-    # Фактическая стоимость, сообщённая провайдером (micro-USD). 0 — провайдер не
-    # вернул цену, тогда считаем по прайс-таблице (ai/pricing.py).
-    cost_micros: int = 0
 
     @property
     def total_tokens(self) -> int:
@@ -48,4 +47,4 @@ class LLMProvider(abc.ABC):
     def transcribe(self, *, audio: bytes, filename: str, content_type: str, model: str) -> str:
         """Расшифровка аудио (дизайн-базлайн v2). Реализуется OpenAI-совместимыми
         адаптерами (POST /audio/transcriptions); остальные явно отказывают."""
-        raise ProviderError(f"Провайдер {self.name} не поддерживает расшифровку аудио")
+        raise ProviderError(t("ai.provider_no_transcription", provider=self.name))

apps/backend/chatballs/ai/provider/demo.py

@@ -22,31 +22,68 @@ from chatballs.ai.provider.base import (
     LLMProvider,
     ProviderError,
 )
+from chatballs.i18n import t
 
 EMBEDDING_DIM = 16
 KNOWLEDGE_MARKER = "Отвечай только на основе этих знаний:"
 HANDOFF_TOKEN = "<<HANDOFF>>"
-HUMAN_REQUEST_WORDS = ("человек", "оператор", "сотрудник", "менеджер", "живой", "жалоб", "верн", "возврат")
+# Язык демо-агента определяется по письму клиента — тем же правилом, что и у
+# настоящего агента (AnswerLanguage.MIRROR). Здесь оно грубое, по алфавиту:
+# провайдер детерминированный и без сети, распознавать язык ему нечем.
+CYRILLIC = re.compile(r"[а-яё]", re.IGNORECASE)
+
+# Слова, по которым видно, что клиент просит живого человека.
+HUMAN_REQUEST_WORDS = {
+    "ru": ("человек", "оператор", "сотрудник", "менеджер", "живой", "жалоб", "верн", "возврат"),
+    "en": ("human", "operator", "agent", "manager", "person", "complain", "refund", "return"),
+}
 _WORD = re.compile(r"[а-яёa-z0-9]+", re.IGNORECASE)
 _HEADER = re.compile(r"^\s*\[[^\]]{1,120}\]\s*")
 _STOP = {
-    "и", "в", "на", "с", "по", "у", "а", "но", "не", "что", "как", "это", "для", "до", "от",
-    "за", "из", "к", "о", "же", "ли", "бы", "вы", "мы", "я", "он", "она", "они", "мне", "вас",
-    "есть", "можно", "нужно", "хочу", "подскажите", "здравствуйте", "добрый", "день", "the",
+    "ru": {
+        "и", "в", "на", "с", "по", "у", "а", "но", "не", "что", "как", "это", "для", "до", "от",
+        "за", "из", "к", "о", "же", "ли", "бы", "вы", "мы", "я", "он", "она", "они", "мне", "вас",
+        "есть", "можно", "нужно", "хочу", "подскажите", "здравствуйте", "добрый", "день",
+    },
+    "en": {
+        "the", "and", "for", "you", "your", "with", "from", "that", "this", "are", "was", "can",
+        "could", "would", "have", "has", "not", "but", "our", "what", "how", "when", "where",
+        "please", "hello", "hi", "there", "want", "need", "tell", "about", "will", "its",
+    },
+}
+
+# Грубая морфология: смысл в том, чтобы «доставка» ≈ «доставку», а
+# «deliveries» ≈ «delivery». Настоящий стеммер тут был бы зависимостью ради
+# демо-стенда.
+_SUFFIXES = {
+    "ru": (
+        "ами", "ями", "ого", "его", "ому", "ему", "ыми", "ими", "ах", "ях", "ов", "ев", "ам",
+        "ям", "ой", "ей", "ую", "юю", "ая", "яя", "ые", "ие", "ть", "ся", "а", "я", "ы", "и",
+        "у", "ю", "е", "о",
+    ),
+    "en": ("ing", "ies", "ied", "ers", "es", "ed", "er", "ly", "s"),
 }
 
 
-def _tokens(text: str) -> set[str]:
+def _language_of(text: str) -> str:
+    """Язык письма клиента: кириллица — русский, иначе английский."""
+
+    return "ru" if CYRILLIC.search(text) else "en"
+
+
+def _tokens(text: str, language: str) -> set[str]:
+    stop = _STOP[language]
     return {
         _stem(word.lower())
         for word in _WORD.findall(text)
-        if len(word) > 2 and word.lower() not in _STOP
+        if len(word) > 2 and word.lower() not in stop
     }
 
 
 def _stem(word: str) -> str:
-    # Грубая морфология: обрезаем частые русские окончания, чтобы «доставка» ≈ «доставку».
-    for suffix in ("ами", "ями", "ого", "его", "ому", "ему", "ыми", "ими", "ах", "ях", "ов", "ев", "ам", "ям", "ой", "ей", "ую", "юю", "ая", "яя", "ые", "ие", "ть", "ся", "а", "я", "ы", "и", "у", "ю", "е", "о"):
+    # Слово может быть на другом языке, чем письмо (знания одноязычные), поэтому
+    # окончания режем по алфавиту самого слова, а не по языку диалога.
+    for suffix in _SUFFIXES[_language_of(word)]:
         if len(word) > 4 and word.endswith(suffix):
             return word[: -len(suffix)]
     return word
@@ -85,12 +122,13 @@ def _knowledge_sentences(messages: list[ChatMessage]) -> list[str]:
 def compose_reply(messages: list[ChatMessage]) -> tuple[str, bool]:
     """Ответ по знаниям и признак передачи оператору."""
     question = next((m.content for m in reversed(messages) if m.role == "user"), "")
+    language = _language_of(question)
     lowered = question.lower()
-    wants_human = any(word in lowered for word in HUMAN_REQUEST_WORDS)
-    query = _tokens(question)
+    wants_human = any(word in lowered for word in HUMAN_REQUEST_WORDS[language])
+    query = _tokens(question, language)
     scored = []
     for index, sentence in enumerate(_knowledge_sentences(messages)):
-        overlap = len(query & _tokens(sentence))
+        overlap = len(query & _tokens(sentence, language))
         if overlap:
             scored.append((-overlap, index, sentence))
     scored.sort()
@@ -98,13 +136,8 @@ def compose_reply(messages: list[ChatMessage]) -> tuple[str, bool]:
     if best and not wants_human:
         return " ".join(best), False
     if best:
-        return (
-            " ".join(best)
-            + " Передаю диалог сотруднику — он поможет дальше."
-        ), True
-    return (
-        "Уточню этот вопрос у коллег и передам диалог сотруднику — он ответит в рабочее время."
-    ), True
+        return " ".join(best) + t("ai.demo_handover_suffix", language=language), True
+    return t("ai.demo_handover", language=language), True
 
 
 class DemoProvider(LLMProvider):
@@ -131,4 +164,4 @@ class DemoProvider(LLMProvider):
         ]
 
     def transcribe(self, *, audio: bytes, filename: str, content_type: str, model: str) -> str:
-        raise ProviderError("Расшифровка голосовых недоступна в демо-провайдере: подключите OpenRouter или совместимый провайдер в «Настройках».")
+        raise ProviderError(t("ai.demo_no_transcription"))

apps/backend/chatballs/ai/provider/factory.py

@@ -4,6 +4,7 @@ from django.core.exceptions import ImproperlyConfigured
 from chatballs.ai.provider import routing
 from chatballs.ai.provider.base import LLMProvider, ProviderError
 from chatballs.ai.provider.local import LocalProvider
+from chatballs.i18n import t
 
 
 def _test_provider() -> LLMProvider:
@@ -26,6 +27,19 @@ def get_provider(*, channel=None) -> LLMProvider:
 
     if channel is None:
         raise ProviderError(
-            "AI-провайдер не настроен: вызов без канала не может выбрать интеграцию"
+            t("ai.provider_not_configured")
         )
     return routing.resolve_provider(channel)
+
+
+def get_transcription_provider(*, channel=None) -> LLMProvider:
+    """Провайдер расшифровки голосовых.
+
+    Отличается от `get_provider` одним: агент может расшифровывать другим
+    провайдером, чем отвечает (chatballs.ai.provider.routing).
+    """
+    if settings.CHATBALLS_AI_PROVIDER == "test":
+        return _test_provider()
+    if channel is None:
+        raise ProviderError(t("ai.provider_not_configured"))
+    return routing.resolve_transcription_provider(channel)

apps/backend/chatballs/ai/provider/openai_http.py

@@ -12,7 +12,7 @@ speak the same Chat Completions shape:
 
 - POST /chat/completions with {model, messages, ...}; response has
 
-  choices[0].message.content and usage (optionally usage.cost in USD).
+  choices[0].message.content and usage (prompt/completion tokens).
 
 - POST /embeddings with {model, input}; response has data[].embedding and usage.
 
@@ -24,7 +24,7 @@ This module owns the HTTP transport and response parsing so the three adapters
 
 do not duplicate it. Adapters stay responsible for their own product semantics
 
-(name, cost handling, catalog). Stdlib only — no third-party HTTP client.
+(name, catalog). Stdlib only — no third-party HTTP client.
 
 """
 
@@ -38,6 +38,7 @@ import urllib.error
 import urllib.request
 
 from chatballs.ai.provider.base import ChatMessage, ChatResult, EmbeddingResult, ProviderError
+from chatballs.i18n import t
 from chatballs.integrations.proxy import build_opener
 
 
@@ -115,21 +116,9 @@ def get_json(*, base_url: str, path: str, api_key: str, timeout: float, proxy_ur
 
 def chat_completions(*, base_url: str, api_key: str, messages: list[ChatMessage], model: str,
 
-                     timeout: float, proxy_url: str = "", params: dict | None = None,
+                     timeout: float, proxy_url: str = "", params: dict | None = None) -> ChatResult:
 
-                     include_cost: bool = False) -> ChatResult:
-
-    """POST /chat/completions and parse the OpenAI-shaped response.
-
-
-
-    `include_cost=True` requests the OpenRouter-style usage.include flag and reads
-
-    usage.cost (USD, converted to micros). Providers that do not report cost
-
-    (Custom, CustoAI) leave cost_micros=0; ai/pricing.py computes a fallback.
-
-    """
+    """POST /chat/completions and parse the OpenAI-shaped response."""
 
     payload: dict = {
 
@@ -141,10 +130,6 @@ def chat_completions(*, base_url: str, api_key: str, messages: list[ChatMessage]
 
     }
 
-    if include_cost:
-
-        payload["usage"] = {"include": True}
-
     data = post_json(base_url=base_url, path="/chat/completions", api_key=api_key,
 
                      payload=payload, timeout=timeout, proxy_url=proxy_url)
@@ -155,12 +140,10 @@ def chat_completions(*, base_url: str, api_key: str, messages: list[ChatMessage]
 
     except (KeyError, IndexError, TypeError) as error:
 
-        raise ProviderError(f"Unexpected provider response: {error}") from error
+        raise ProviderError(t("ai.unexpected_provider_response", error=error)) from error
 
     usage = data.get("usage") or {}
 
-    cost = usage.get("cost")
-
     return ChatResult(
 
         text=text,
@@ -171,8 +154,6 @@ def chat_completions(*, base_url: str, api_key: str, messages: list[ChatMessage]
 
         completion_tokens=int(usage.get("completion_tokens", 0)),
 
-        cost_micros=round(float(cost) * 1_000_000) if cost is not None else 0,
-
     )
 
 
@@ -195,7 +176,7 @@ def embeddings(*, base_url: str, api_key: str, texts: list[str], model: str,
 
     except (KeyError, TypeError) as error:
 
-        raise ProviderError(f"Unexpected provider response: {error}") from error
+        raise ProviderError(t("ai.unexpected_provider_response", error=error)) from error
 
     usage = data.get("usage") or {}
 

apps/backend/chatballs/ai/provider/openrouter.py

@@ -1,5 +1,6 @@
 from chatballs.ai.provider import openai_http
 from chatballs.ai.provider.base import ChatMessage, ChatResult, EmbeddingResult, LLMProvider
+from chatballs.i18n import t
 
 
 class OpenRouterProvider(LLMProvider):
@@ -21,10 +22,9 @@ class OpenRouterProvider(LLMProvider):
         self.proxy_url = proxy_url or ""
 
     def chat(self, *, messages: list[ChatMessage], model: str, params: dict | None = None) -> ChatResult:
-        # usage.include=true — OpenRouter возвращает фактическую стоимость в usage.cost (USD).
         return openai_http.chat_completions(
             base_url=self.base_url, api_key=self.api_key, messages=messages, model=model,
-            timeout=self.timeout, proxy_url=self.proxy_url, params=params, include_cost=True,
+            timeout=self.timeout, proxy_url=self.proxy_url, params=params,
         )
 
     def embed(self, *, texts: list[str], model: str) -> list[EmbeddingResult]:
@@ -36,7 +36,12 @@ class OpenRouterProvider(LLMProvider):
     def transcribe(self, *, audio: bytes, filename: str, content_type: str, model: str) -> str:
         # OpenAI-совместимый POST /audio/transcriptions (whisper). Формат ответа
         # {"text": "..."}; ошибки транслируются в ProviderError.
+        #
+        # Наружу уходит фраза для человека, а не ответ провайдера: оператору
+        # в ленте сообщений нечего делать с JSON чужого API. Сам ответ пишется
+        # в журнал — по нему разбирают настройку.
         import json
+        import logging
         import urllib.error
         import urllib.request
 
@@ -44,6 +49,8 @@ class OpenRouterProvider(LLMProvider):
         from chatballs.conversations.transports.base import multipart_body
         from chatballs.integrations.proxy import build_opener
 
+        logger = logging.getLogger(__name__)
+
         body, body_type = multipart_body(
             {"model": model},
             file_field="file",
@@ -65,10 +72,25 @@ class OpenRouterProvider(LLMProvider):
                 payload = json.loads(response.read().decode("utf-8"))
         except urllib.error.HTTPError as error:
             detail = error.read().decode("utf-8", "replace")[:300]
-            raise ProviderError(f"Расшифровка не удалась: HTTP {error.code} {detail}") from error
+            logger.warning(
+                "Transcription rejected by %s: HTTP %s %s (model=%s)",
+                self.base_url,
+                error.code,
+                detail,
+                model,
+            )
+            # 401/403 — ключ или доступ; 404 — у провайдера нет эндпоинта
+            # расшифровки (так отвечают Anthropic и Yandex Foundation Models);
+            # остальное — временный отказ, который лечится повтором.
+            if error.code in (401, 403):
+                raise ProviderError(t("ai.transcription_denied")) from error
+            if error.code == 404:
+                raise ProviderError(t("ai.transcription_unsupported")) from error
+            raise ProviderError(t("ai.transcription_failed")) from error
         except (urllib.error.URLError, TimeoutError, OSError, json.JSONDecodeError) as error:
-            raise ProviderError(f"Расшифровка не удалась: {error}") from error
+            logger.warning("Transcription request to %s failed: %s", self.base_url, error)
+            raise ProviderError(t("ai.transcription_unreachable")) from error
         text = str(payload.get("text") or "").strip()
         if not text:
-            raise ProviderError("Провайдер вернул пустую расшифровку")
+            raise ProviderError(t("ai.empty_transcript"))
         return text

apps/backend/chatballs/ai/provider/routing.py

@@ -25,6 +25,7 @@ from chatballs.ai.provider.base import LLMProvider, ProviderError
 from chatballs.ai.provider.custom import CustomProvider
 from chatballs.ai.provider.demo import DemoProvider
 from chatballs.ai.provider.openrouter import OpenRouterProvider
+from chatballs.i18n import t
 from chatballs.integrations.models import Integration, IntegrationProvider
 
 
@@ -63,10 +64,30 @@ def resolve_model(channel, *, fallback_model: str) -> str:
 DEFAULT_TRANSCRIPTION_MODEL = "whisper-1"
 
 
+def _transcription_integration(channel) -> Integration:
+    """Чем расшифровывать голосовые.
+
+    Обычно тем же провайдером, что и отвечает, но выбор отдельный: модель
+    ответов может не уметь речь в текст. У Anthropic и Yandex Foundation Models
+    эндпоинта `/audio/transcriptions` нет вовсе, и без отдельного выбора
+    голосовые у такого агента расшифровать было нечем.
+    """
+    agent = getattr(channel, "ai_agent", None)
+    integration = getattr(agent, "transcription_integration", None) if agent else None
+    if integration is None or not integration.secret:
+        return _channel_integration(channel)
+    return integration
+
+
+def resolve_transcription_provider(channel) -> LLMProvider:
+    """Провайдер расшифровки: отдельная интеграция агента либо провайдер ответов."""
+    return _provider_from_integration(_transcription_integration(channel))
+
+
 def resolve_transcription_model(channel) -> str:
-    """Модель расшифровки голосовых из настроек AI-провайдера («Настройки →
-    AI-провайдер», поле «Модель расшифровки»); по умолчанию whisper-1."""
-    integration = _channel_integration(channel)
+    """Модель расшифровки из настроек той интеграции, которая расшифровывает
+    (поле «Модель расшифровки голосовых»); по умолчанию whisper-1."""
+    integration = _transcription_integration(channel)
     return str(integration.config.get("transcription_model") or "").strip() or DEFAULT_TRANSCRIPTION_MODEL
 
 
@@ -79,7 +100,7 @@ def _channel_integration(channel) -> Integration:
         integration = getattr(channel, "provider_integration", None)
     if integration is None or not integration.secret:
         raise IntegrationNotConfigured(
-            "Агент не привязан к LLM-интеграции BYOK; выберите провайдера в настройках агента"
+            t("ai.agent_without_llm_integration")
         )
     return integration
 
@@ -104,5 +125,5 @@ def _provider_from_integration(integration: Integration) -> LLMProvider:
             proxy_url=integration.config.get("proxy_url", ""),
         )
     raise IntegrationNotConfigured(
-        f"Интеграция «{integration.provider}» не является LLM-провайдером BYOK"
+        t("ai.integration_is_not_llm", provider=integration.provider)
     )

apps/backend/chatballs/ai/provider_selection.py

@@ -11,6 +11,7 @@ from dataclasses import dataclass
 
 from django.core.exceptions import ValidationError
 
+from chatballs.i18n import t
 from chatballs.integrations.models import (
     Integration,
     IntegrationKind,
@@ -35,15 +36,51 @@ def configure_agent_provider(
             id=integration_id,
             organization_id=context.organization_id,
             kind=IntegrationKind.LLM_PROVIDER,
-            provider__in=[IntegrationProvider.OPENROUTER, IntegrationProvider.CUSTOM],
+            # DEMO — полноценный провайдер агента, а не заглушка настроек:
+            # на нём работает демо-стенд сразу после установки, без ключей.
+            # Без него любое сохранение агента демо-организации падало на
+            # «Неизвестная интеграция», хотя менялись инструкции, а не провайдер.
+            provider__in=[
+                IntegrationProvider.OPENROUTER,
+                IntegrationProvider.CUSTOM,
+                IntegrationProvider.DEMO,
+            ],
         )
     except (Integration.DoesNotExist, TypeError, ValueError) as error:
         raise ValidationError(
-            {"providerIntegrationId": "Unknown OpenRouter or Custom integration"}
+            {"providerIntegrationId": t("ai.unknown_provider_integration")}
         ) from error
     model = str(integration.config.get("default_model", "")).strip()
     if not model:
         raise ValidationError(
-            {"providerIntegrationId": "Integration default model is required"}
+            {"providerIntegrationId": t("ai.integration_model_required")}
         )
     return ProviderSelection(model, integration)
+
+
+def configure_agent_transcription(
+    *, context: TenantContext, integration_id: int | None
+) -> Integration | None:
+    """Интеграция, которой агент расшифровывает голосовые.
+
+    Пусто — расшифровка идёт к провайдеру ответов. Модель для неё живёт в самой
+    интеграции («Модель расшифровки голосовых»), поэтому здесь проверяется
+    только, что интеграция принадлежит организации и умеет быть провайдером.
+    """
+    if integration_id is None:
+        return None
+    try:
+        return Integration.objects.get(
+            id=integration_id,
+            organization_id=context.organization_id,
+            kind=IntegrationKind.LLM_PROVIDER,
+            provider__in=[
+                IntegrationProvider.OPENROUTER,
+                IntegrationProvider.CUSTOM,
+                IntegrationProvider.DEMO,
+            ],
+        )
+    except (Integration.DoesNotExist, TypeError, ValueError) as error:
+        raise ValidationError(
+            {"transcriptionIntegrationId": t("ai.unknown_provider_integration")}
+        ) from error

apps/backend/chatballs/ai/runtime.py

@@ -5,11 +5,15 @@ from chatballs.ai.agent_knowledge import (
     runtime_portal_articles_for_agent,
 )
 from chatballs.ai.invocation import invoke_chat
-from chatballs.ai.models import AIAgent, KnowledgeFragment
+from chatballs.ai.models import AIAgent, AnswerLanguage, KnowledgeFragment
 from chatballs.ai.provider.base import ChatMessage, ChatResult
 from chatballs.ai.retrieval import KnowledgeRetriever
+from chatballs.i18n import LANGUAGES, customer_language, normalize_language
 from chatballs.support_portals.addressing import article_public_url
 
+# Название языка — на нём самом: модели так однозначнее, чем «английский».
+LANGUAGE_LABELS = dict(LANGUAGES)
+
 # Гард стиля для мессенджеров: гарантирует простой текст вне зависимости от
 # того, что написано в авторских инструкциях.
 MESSENGER_STYLE_GUARD = (
@@ -31,6 +35,36 @@ HANDOFF_PROTOCOL = (
 )
 
 
+# Язык ответа. Директива стоит отдельной строкой и последней среди системных:
+# промпт написан по-русски и сам по себе тянет ответ в русский язык, а явное
+# указание это перебивает. Переводить сам промпт не нужно — его читает модель,
+# а не человек.
+ANSWER_IN_CUSTOMER_LANGUAGE = (
+    "Отвечай на том языке, на котором написано последнее сообщение клиента. "
+    "Если язык определить не удалось, отвечай на языке предыдущей переписки."
+)
+ANSWER_IN_FIXED_LANGUAGE = (
+    "Отвечай всегда на языке «{language}», независимо от того, на каком языке "
+    "написал клиент."
+)
+
+
+def answer_language_directive(agent: AIAgent) -> str:
+    """Строка системного промпта, задающая язык ответа агента."""
+
+    if agent.answer_language == AnswerLanguage.MIRROR:
+        return ANSWER_IN_CUSTOMER_LANGUAGE
+    if agent.answer_language == AnswerLanguage.ORGANIZATION:
+        code = customer_language(agent.channel.organization)
+    else:
+        code = normalize_language(agent.answer_language)
+    if not code:
+        # Код испортили руками или язык убрали из сборки: зеркало клиента
+        # безопаснее молчания — ответ всё равно попадёт в язык обращения.
+        return ANSWER_IN_CUSTOMER_LANGUAGE
+    return ANSWER_IN_FIXED_LANGUAGE.format(language=LANGUAGE_LABELS[code])
+
+
 @dataclass(frozen=True)
 class AgentTurnResult:
     result: ChatResult
@@ -102,6 +136,7 @@ def run_agent_turn(
         messages.append(
             ChatMessage(role="system", content=MESSENGER_STYLE_GUARD + "\n\n" + HANDOFF_PROTOCOL)
         )
+    messages.append(ChatMessage(role="system", content=answer_language_directive(agent)))
     catalog = knowledge_catalog(agent)
     if catalog:
         messages.append(ChatMessage(role="system", content=catalog))

apps/backend/chatballs/ai/services.py

@@ -9,8 +9,12 @@ from chatballs.ai.models import (
     AIAgentStatus,
     Knowledge,
 )
-from chatballs.ai.provider_selection import configure_agent_provider
+from chatballs.ai.provider_selection import (
+    configure_agent_provider,
+    configure_agent_transcription,
+)
 from chatballs.channels.models import Channel
+from chatballs.i18n import t
 from chatballs.tenancy.context import TenantContext
 
 
@@ -18,12 +22,14 @@ from chatballs.tenancy.context import TenantContext
 class AgentInput:
     name: str
     provider_integration_id: int | None
+    # Чем расшифровывать голосовые; None — тем же провайдером, что и отвечает.
+    transcription_integration_id: int | None
     model_params: dict
     allowed_tools: list
-    limits: dict
     persona: str
     tone: str
     instructions: str
+    answer_language: str
     knowledge_ids: list[int] | None  # None -> выбор знаний не меняется
 
 
@@ -37,20 +43,6 @@ class AgentCreateInput:
     knowledge_ids: list[int]
 
 
-# Единственный поддерживаемый лимит агента — дневной бюджет в целых центах USD
-# (dailyCostUsd). Прочие исторические ключи (dailyCostMicros, dailyBudgetRub,
-# dailyDialogs, maxMessagesPerDialog) бэкендом не используются и отбрасываются.
-def _normalize_limits(raw: dict | None) -> dict:
-    if not isinstance(raw, dict):
-        return {}
-    value = raw.get("dailyCostUsd")
-    try:
-        cents = int(value)
-    except (TypeError, ValueError):
-        return {}
-    return {"dailyCostUsd": cents} if cents > 0 else {}
-
-
 def knowledge_for_agent_ids(
     *, context: TenantContext, channel: Channel, knowledge_ids: list[int]
 ) -> list[Knowledge]:
@@ -71,7 +63,7 @@ def knowledge_for_agent_ids(
         .order_by("id")
     )
     if len(items) != len(requested_ids):
-        raise ValidationError({"knowledgeIds": "Unknown or unavailable knowledge item"})
+        raise ValidationError({"knowledgeIds": t("ai.knowledge_unknown_or_unavailable")})
     return items
 
 
@@ -79,16 +71,16 @@ def knowledge_for_agent_ids(
 def create_agent(*, context: TenantContext, data: AgentCreateInput) -> AIAgent:
     organization = context.organization
     if not data.channel_code:
-        raise ValidationError({"channel": "Channel is required"})
+        raise ValidationError({"channel": t("ai.channel_required")})
     try:
         channel = Channel.objects.select_for_update().get(
             organization=organization,
             code=data.channel_code,
         )
     except Channel.DoesNotExist as error:
-        raise ValidationError({"channel": "Channel not found"}) from error
+        raise ValidationError({"channel": t("channels.not_found")}) from error
     if AIAgent.objects.filter(channel=channel).exists():
-        raise ValidationError({"channel": "Channel already has an AI agent"})
+        raise ValidationError({"channel": t("channels.agent_exists")})
 
     knowledge_items = knowledge_for_agent_ids(
         context=context,
@@ -116,7 +108,7 @@ def create_agent(*, context: TenantContext, data: AgentCreateInput) -> AIAgent:
 @transaction.atomic
 def update_agent(*, context: TenantContext, agent: AIAgent, data: AgentInput) -> AIAgent:
     if agent.channel.organization_id != context.organization_id:
-        raise ValidationError({"agent": "Agent belongs to another organization"})
+        raise ValidationError({"agent": t("ai.agent_other_organization")})
     channel = Channel.objects.select_for_update().get(
         id=agent.channel_id,
         organization_id=context.organization_id,
@@ -142,23 +134,28 @@ def update_agent(*, context: TenantContext, agent: AIAgent, data: AgentInput) ->
     locked.model = selection.model if selection.integration else locked.model
     # Провайдер живёт на агенте: канал больше не изменяется при сохранении агента.
     locked.provider_integration = selection.integration
+    locked.transcription_integration = configure_agent_transcription(
+        context=context,
+        integration_id=data.transcription_integration_id,
+    )
     locked.model_params = data.model_params
     locked.allowed_tools = data.allowed_tools
-    locked.limits = _normalize_limits(data.limits)
     locked.persona = data.persona
     locked.tone = data.tone
     locked.instructions = data.instructions
+    locked.answer_language = data.answer_language
     locked.save(
         update_fields=[
             "name",
             "model",
             "provider_integration",
+            "transcription_integration",
             "model_params",
             "allowed_tools",
-            "limits",
             "persona",
             "tone",
             "instructions",
+            "answer_language",
             "updated_at",
         ]
     )
@@ -172,7 +169,7 @@ def set_agent_active(*, context: TenantContext, agent: AIAgent, is_active: bool)
     """Смена статуса AI без тарифных слотов (ADR-CHATBALLS-0042 §2): количество
     активных агентов не ограничено; активация требует настроенного провайдера."""
     if agent.channel.organization_id != context.organization_id:
-        raise ValidationError({"agent": "Agent belongs to another organization"})
+        raise ValidationError({"agent": t("ai.agent_other_organization")})
     locked = AIAgent.objects.select_for_update().get(
         pk=agent.id, organization_id=context.organization_id
     )
@@ -180,10 +177,10 @@ def set_agent_active(*, context: TenantContext, agent: AIAgent, is_active: bool)
     if locked.status == target_status:
         return locked
     if locked.status == AIAgentStatus.ARCHIVED:
-        raise ValidationError({"agent": "Archived AI agent cannot change state"})
+        raise ValidationError({"agent": t("ai.archived_agent_state")})
     if is_active and locked.provider_integration_id is None:
         raise ValidationError(
-            {"providerIntegrationId": "Для запуска AI выберите провайдера организации"}
+            {"providerIntegrationId": t("ai.pick_provider_first")}
         )
     locked.status = target_status
     locked.lifecycle_version += 1

apps/backend/chatballs/ai/test_agent_cards.py

@@ -274,6 +274,55 @@ class AgentCardActivationTests(AgentCardTestCase):
             ),
         )
 
+    def test_transcription_integration_is_chosen_separately(self) -> None:
+        # Модель ответов не обязана уметь речь в текст: у части провайдеров
+        # аудио-эндпоинта нет вовсе, поэтому расшифровку можно увести к другому.
+        from chatballs.integrations.models import IntegrationProvider
+        from chatballs.integrations.services import IntegrationInput, create_integration
+        from chatballs.testing import system_tenant_context
+
+        answering = self._byok_integration()
+        whisper = create_integration(
+            context=system_tenant_context(self.organization),
+            data=IntegrationInput(
+                provider=IntegrationProvider.CUSTOM,
+                name="Whisper",
+                secret="sk-whisper",
+                config={
+                    "baseUrl": "https://api.groq.com/openai/v1",
+                    "defaultModel": "any",
+                    "transcriptionModel": "whisper-large-v3",
+                },
+            ),
+        )
+
+        patched = self.client.patch(
+            f"/api/v1/agents/{self.card['id']}/",
+            data=json.dumps(
+                {
+                    "providerIntegrationId": answering.id,
+                    "transcriptionIntegrationId": whisper.id,
+                }
+            ),
+            content_type="application/json",
+        )
+
+        self.assertEqual(patched.status_code, 200)
+        self.assertEqual(
+            patched.json()["agent"]["transcriptionIntegrationId"], whisper.id
+        )
+        agent = AIAgent.objects.get(id=self.card["aiAgentId"])
+        self.assertEqual(agent.transcription_integration_id, whisper.id)
+        self.assertEqual(agent.provider_integration_id, answering.id)
+
+        cleared = self.client.patch(
+            f"/api/v1/agents/{self.card['id']}/",
+            data=json.dumps({"transcriptionIntegrationId": None}),
+            content_type="application/json",
+        )
+        self.assertEqual(cleared.status_code, 200)
+        self.assertIsNone(cleared.json()["agent"]["transcriptionIntegrationId"])
+
     def test_activation_without_provider_integration_is_rejected(self) -> None:
         # Активация требует выбранного провайдера организации (ADR-CHATBALLS-0042 §2);
         # деактивация свободна.

apps/backend/chatballs/ai/test_answer_language.py

@@ -0,0 +1,64 @@
+"""Язык ответов агента: директива системного промпта и её режимы.
+
+Язык ответа задаётся не переводом промпта, а отдельной строкой: промпт читает
+модель, и переводить его незачем, — но написан он по-русски и сам по себе
+тянет ответ в русский язык. Явное указание это перебивает.
+"""
+
+from __future__ import annotations
+
+from django.test import TestCase
+
+from chatballs.ai.models import AIAgent, AnswerLanguage
+from chatballs.ai.runtime import (
+    ANSWER_IN_CUSTOMER_LANGUAGE,
+    answer_language_directive,
+)
+from chatballs.channels.models import Channel
+from chatballs.identity.bootstrap import bootstrap_owner
+from chatballs.identity.models import Organization
+
+
+class AnswerLanguageDirectiveTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_owner(email="owner@example.com", password="temporary-password")
+        self.organization = Organization.objects.get(slug="demo")
+        self.channel = Channel.objects.create(
+            organization=self.organization, code="main", name="Main"
+        )
+
+    def _agent(self, answer_language: str) -> AIAgent:
+        return AIAgent(
+            organization=self.organization,
+            channel=self.channel,
+            name="Agent",
+            answer_language=answer_language,
+        )
+
+    def test_default_is_the_language_of_the_client(self) -> None:
+        self.assertEqual(AIAgent().answer_language, AnswerLanguage.MIRROR)
+        self.assertEqual(
+            answer_language_directive(self._agent(AnswerLanguage.MIRROR)),
+            ANSWER_IN_CUSTOMER_LANGUAGE,
+        )
+
+    def test_fixed_language_names_it_in_the_language_itself(self) -> None:
+        # Название языка на нём самом («English», а не «английский»): модели так
+        # однозначнее, и перевода названия не требуется.
+        directive = answer_language_directive(self._agent("en"))
+        self.assertIn("English", directive)
+        self.assertNotEqual(directive, ANSWER_IN_CUSTOMER_LANGUAGE)
+
+    def test_organization_mode_follows_the_organization(self) -> None:
+        self.organization.language = "en"
+        self.organization.save(update_fields=["language"])
+        directive = answer_language_directive(self._agent(AnswerLanguage.ORGANIZATION))
+        self.assertIn("English", directive)
+
+    def test_unknown_value_falls_back_to_the_client_language(self) -> None:
+        # Значение испортили руками или язык убрали из сборки: зеркало клиента
+        # безопаснее молчания — ответ всё равно попадёт в язык обращения.
+        self.assertEqual(
+            answer_language_directive(self._agent("klingon")),
+            ANSWER_IN_CUSTOMER_LANGUAGE,
+        )

apps/backend/chatballs/ai/test_demo_provider.py

@@ -89,3 +89,45 @@ class DemoIntegrationTests(TestCase):
         checked = run_integration_test(context=self.context, integration=integration)
         self.assertEqual(checked.status, IntegrationStatus.OK)
         self.assertIsInstance(_provider_from_integration(Integration.objects.get(pk=integration.pk)), DemoProvider)
+
+
+ENGLISH_KNOWLEDGE = """Отвечай только на основе этих знаний:
+Making takes 5-7 working days after payment. Delivery across the country is DPD, \
+3-5 working days. The London courier calls an hour ahead.
+Ready-made items can be returned within 14 days."""
+
+
+class DemoProviderLanguageTests(TestCase):
+    """Демо-агент отвечает на языке обращения — как настоящий в режиме MIRROR."""
+
+    def test_english_question_is_answered_from_english_knowledge(self) -> None:
+        result = DemoProvider().chat(
+            messages=[
+                ChatMessage(role="system", content=ENGLISH_KNOWLEDGE),
+                ChatMessage(role="user", content="How long does delivery take?"),
+            ],
+            model="demo",
+        )
+        self.assertIn("DPD", result.text)
+        self.assertNotIn(HANDOFF_TOKEN, result.text)
+
+    def test_english_request_for_human_hands_off_in_english(self) -> None:
+        result = DemoProvider().chat(
+            messages=[
+                ChatMessage(role="system", content=ENGLISH_KNOWLEDGE),
+                ChatMessage(role="user", content="I want to speak to a human"),
+            ],
+            model="demo",
+        )
+        self.assertIn(HANDOFF_TOKEN, result.text)
+        self.assertNotRegex(result.text, r"[А-Яа-яЁё]")
+
+    def test_russian_question_still_answers_in_russian(self) -> None:
+        result = DemoProvider().chat(
+            messages=[
+                ChatMessage(role="system", content=KNOWLEDGE),
+                ChatMessage(role="user", content="Сколько идёт доставка?"),
+            ],
+            model="demo",
+        )
+        self.assertIn("СДЭК", result.text)

apps/backend/chatballs/ai/test_knowledge_import_v2.py

@@ -65,7 +65,7 @@ class KnowledgeMetadataImportTests(TestCase):
         knowledge = Knowledge.objects.get(title="Acme support")
         self.assertEqual(knowledge.category_id, self.app.id)
 
-    def test_unknown_category_path_fails_per_document(self) -> None:
+    def test_missing_category_is_created_under_existing_parent(self) -> None:
         response = self._import(
             [
                 {
@@ -78,15 +78,52 @@ class KnowledgeMetadataImportTests(TestCase):
         )
 
         payload = response.json()
-        self.assertEqual(payload["created"], 1)
-        self.assertEqual(len(payload["failed"]), 1)
-        self.assertFalse(Knowledge.objects.filter(title="Unknown path").exists())
-        self.assertFalse(
-            KnowledgeCategory.objects.filter(
-                organization=self.organization,
-                name="Missing",
-            ).exists()
+        self.assertEqual(payload["created"], 2)
+        self.assertEqual(payload["failed"], [])
+        category = KnowledgeCategory.objects.get(
+            organization=self.organization, parent=self.products, name="Missing"
         )
+        self.assertEqual(Knowledge.objects.get(title="Unknown path").category_id, category.id)
+
+    def test_new_tree_is_shared_and_repeat_import_does_not_duplicate_categories(self) -> None:
+        documents = [
+            {"title": title, "content": "Text", "categoryPath": [" New root ", "Child", "Leaf"]}
+            for title in ["First", "Second"]
+        ]
+        before = KnowledgeCategory.objects.count()
+        self.assertEqual(self._import(documents).json()["created"], 2)
+        self.assertEqual(self._import(documents).json()["unchanged"], 2)
+        self.assertEqual(KnowledgeCategory.objects.count(), before + 3)
+        first = Knowledge.objects.get(title="First")
+        second = Knowledge.objects.get(title="Second")
+        self.assertEqual(first.category_id, second.category_id)
+        self.assertEqual(first.category.parent.parent.name, "New root")
+
+    def test_failed_document_rolls_back_new_categories_and_other_documents_import(self) -> None:
+        response = self._import([
+            {"title": "Invalid", "content": "Text", "description": [],
+             "categoryPath": ["Rollback root", "Child"]},
+            {"title": "Valid sibling", "content": "Text", "categoryPath": ["Kept root"]},
+        ])
+        self.assertEqual(response.json()["created"], 1)
+        self.assertEqual(len(response.json()["failed"]), 1)
+        self.assertFalse(KnowledgeCategory.objects.filter(name="Rollback root").exists())
+        self.assertFalse(Knowledge.objects.filter(title="Invalid").exists())
+
+    def test_invalid_path_rolls_back_preceding_levels(self) -> None:
+        for path in [["Invalid root", " "], ["Invalid root", 42], []]:
+            with self.subTest(path=path):
+                response = self._import([{"title": "Invalid path", "content": "Text", "categoryPath": path}])
+                self.assertEqual(len(response.json()["failed"]), 1)
+                self.assertFalse(KnowledgeCategory.objects.filter(name="Invalid root").exists())
+
+    def test_existing_document_moves_to_new_category(self) -> None:
+        self._import([{"title": "Moving", "content": "Text"}])
+        response = self._import([
+            {"title": "Moving", "content": "Text", "categoryPath": ["New destination"]}
+        ])
+        self.assertEqual(response.json()["updated"], 1)
+        self.assertEqual(Knowledge.objects.get(title="Moving").category.name, "New destination")
 
     def test_omitted_metadata_preserves_category_and_agent_links(self) -> None:
         self._import(
@@ -157,6 +194,7 @@ class KnowledgeImportPolicyTests(KnowledgePolicyTestBase):
                         {
                             "title": self.support_only.title,
                             "content": "Attempted overwrite",
+                            "categoryPath": ["Forbidden category"],
                         }
                     ]
                 }
@@ -167,3 +205,4 @@ class KnowledgeImportPolicyTests(KnowledgePolicyTestBase):
         self.assertEqual(response.status_code, 403)
         self.support_only.refresh_from_db()
         self.assertEqual(self.support_only.content, "")
+        self.assertFalse(KnowledgeCategory.objects.filter(name="Forbidden category").exists())

apps/backend/chatballs/ai/test_provider_modes.py

@@ -159,6 +159,28 @@ class AgentProviderOwnershipTests(TestCase):
         with self.assertRaises(ValidationError):
             configure_agent_provider(context=self.context, integration_id=999999)
 
+    def test_demo_provider_is_a_valid_agent_provider(self) -> None:
+        """Регрессия: демо-стенд нельзя было редактировать.
+
+        Демо ставит агентов на встроенный DEMO-провайдер, а выбор провайдера
+        его не принимал. Поле providerIntegrationId уходит с каждым PATCH
+        карточки, поэтому падало любое сохранение агента — даже правка
+        инструкций, где провайдер не меняли.
+        """
+
+        demo = create_integration(
+            context=self.context,
+            data=IntegrationInput(
+                provider=IntegrationProvider.DEMO,
+                name="Демо-провайдер",
+                secret="",
+                config={},
+            ),
+        )
+        selection = configure_agent_provider(context=self.context, integration_id=demo.id)
+        self.assertEqual(selection.integration, demo)
+        self.assertEqual(selection.model, "demo")
+
     def test_selection_never_writes_to_the_channel(self) -> None:
         integration = self._integration()
         selection = configure_agent_provider(

apps/backend/chatballs/ai/test_transcription_provider.py

@@ -0,0 +1,143 @@
+"""Расшифровка голосовых может идти не к тому провайдеру, который отвечает.
+
+Модель ответов часто не умеет речь в текст: у Anthropic и Yandex Foundation
+Models эндпоинта `/audio/transcriptions` нет вовсе. Поэтому интеграция для
+расшифровки выбирается на агенте отдельно.
+"""
+
+import json
+import urllib.error
+from io import BytesIO
+from unittest import mock
+
+from django.test import TestCase
+
+from chatballs.ai.provider.base import ProviderError
+from chatballs.ai.provider.custom import CustomProvider
+from chatballs.ai.provider.routing import (
+    resolve_transcription_model,
+    resolve_transcription_provider,
+)
+from chatballs.ai.tests import make_channel_with_agent
+from chatballs.identity.bootstrap import bootstrap_owner
+from chatballs.identity.models import Organization
+from chatballs.integrations.models import IntegrationProvider
+from chatballs.integrations.services import IntegrationInput, create_integration
+from chatballs.testing import system_tenant_context
+
+
+class TranscriptionRoutingTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_owner(email="owner@example.com", password="temporary-password")
+        self.organization = Organization.objects.get(slug="demo")
+        self.context = system_tenant_context(self.organization)
+        self.channel, self.agent = make_channel_with_agent(
+            self.organization, code="voice-agent", name="Голосовой агент"
+        )
+
+    def _integration(self, *, name: str, base_url: str, transcription_model: str = ""):
+        config = {"baseUrl": base_url, "defaultModel": "answer-model"}
+        if transcription_model:
+            config["transcriptionModel"] = transcription_model
+        return create_integration(
+            context=self.context,
+            data=IntegrationInput(
+                provider=IntegrationProvider.CUSTOM,
+                name=name,
+                secret="sk-key",
+                config=config,
+            ),
+        )
+
+    def test_without_a_choice_transcription_goes_to_the_answering_provider(self) -> None:
+        answering = self._integration(
+            name="Ответы", base_url="https://answers.example.test/v1"
+        )
+        self.agent.provider_integration = answering
+        self.agent.save(update_fields=["provider_integration"])
+        self.channel.refresh_from_db()
+
+        provider = resolve_transcription_provider(self.channel)
+        self.assertIsInstance(provider, CustomProvider)
+        self.assertEqual(provider.base_url, "https://answers.example.test/v1")
+
+    def test_chosen_integration_takes_the_voice(self) -> None:
+        answering = self._integration(
+            name="Ответы", base_url="https://answers.example.test/v1"
+        )
+        whisper = self._integration(
+            name="Whisper",
+            base_url="https://whisper.example.test/v1",
+            transcription_model="whisper-large-v3",
+        )
+        self.agent.provider_integration = answering
+        self.agent.transcription_integration = whisper
+        self.agent.save(
+            update_fields=["provider_integration", "transcription_integration"]
+        )
+        self.channel.refresh_from_db()
+
+        provider = resolve_transcription_provider(self.channel)
+        self.assertEqual(provider.base_url, "https://whisper.example.test/v1")
+        self.assertEqual(resolve_transcription_model(self.channel), "whisper-large-v3")
+
+    def test_model_defaults_to_whisper_of_the_chosen_integration(self) -> None:
+        answering = self._integration(
+            name="Ответы",
+            base_url="https://answers.example.test/v1",
+            transcription_model="answer-side-model",
+        )
+        whisper = self._integration(
+            name="Whisper", base_url="https://whisper.example.test/v1"
+        )
+        self.agent.provider_integration = answering
+        self.agent.transcription_integration = whisper
+        self.agent.save(
+            update_fields=["provider_integration", "transcription_integration"]
+        )
+        self.channel.refresh_from_db()
+
+        self.assertEqual(resolve_transcription_model(self.channel), "whisper-1")
+
+
+class TranscriptionErrorTextTests(TestCase):
+    """Оператору — фраза, провайдеру — журнал: сырого ответа API в ленте нет."""
+
+    def _provider(self) -> CustomProvider:
+        return CustomProvider(
+            api_key="sk-key", base_url="https://api.example.test/v1", timeout=5
+        )
+
+    def _fail_with(self, code: int, body: bytes):
+        error = urllib.error.HTTPError(
+            "https://api.example.test/v1/audio/transcriptions",
+            code,
+            "error",
+            {},
+            BytesIO(body),
+        )
+        return mock.patch(
+            "chatballs.integrations.proxy.build_opener",
+            return_value=mock.Mock(open=mock.Mock(side_effect=error)),
+        )
+
+    def _transcribe(self):
+        return self._provider().transcribe(
+            audio=b"0" * 16, filename="voice.ogg", content_type="audio/ogg", model="m"
+        )
+
+    def test_denied_request_does_not_leak_the_provider_answer(self) -> None:
+        body = json.dumps(
+            {"error": {"message": "Subscription is not supported for service accounts"}}
+        ).encode()
+        with self._fail_with(403, body), self.assertRaises(ProviderError) as caught:
+            self._transcribe()
+        message = str(caught.exception)
+        self.assertNotIn("Subscription", message)
+        self.assertNotIn("403", message)
+        self.assertIn("ключ", message)
+
+    def test_missing_endpoint_tells_where_to_look(self) -> None:
+        with self._fail_with(404, b"not found"), self.assertRaises(ProviderError) as caught:
+            self._transcribe()
+        self.assertIn("расшифров", str(caught.exception).lower())

apps/backend/chatballs/ai/tests.py

@@ -343,15 +343,6 @@ class ChatInvocationTests(TestCase):
         invocation = LlmInvocation.objects.get(channel=self.channel, operation="chat")
         self.assertEqual(invocation.status, LlmInvocationStatus.SUCCESS)
         self.assertGreater(invocation.total_tokens, 0)
-        # Технический учёт стоимости (ADR-CHATBALLS-0042 §2): считается по прайсу модели.
-        from chatballs.ai import pricing
-
-        self.assertEqual(
-            invocation.cost_micros,
-            pricing.cost_micros(
-                invocation.model, invocation.prompt_tokens, invocation.completion_tokens
-            ),
-        )
 
     def test_pii_is_redacted_before_reaching_provider(self) -> None:
         from unittest import mock
@@ -378,24 +369,6 @@ class ChatInvocationTests(TestCase):
 
         self.assertNotIn("a@b.com", captured["messages"][0].content)
 
-    def test_limit_blocks_and_records(self) -> None:
-        from chatballs.ai import limits as ai_limits
-        from chatballs.ai.invocation import invoke_chat
-        from chatballs.ai.models import LlmInvocation, LlmInvocationStatus
-        from chatballs.ai.provider.base import ChatMessage
-
-        self.agent.limits = {"dailyCostUsd": 1}
-        self.agent.save(update_fields=["limits"])
-        # 1 цент = 10 000 micro-USD; лимит превышен расходом в 10_001 micros.
-        LlmInvocation.objects.create(
-            channel=self.channel, purpose="seed", operation="chat", model="x", cost_micros=10_001,
-            status=LlmInvocationStatus.SUCCESS,
-        )
-
-        with self.assertRaises(ai_limits.LimitExceeded):
-            invoke_chat(channel=self.channel, messages=[ChatMessage(role="user", content="hi")], purpose="agent_chat")
-        self.assertTrue(LlmInvocation.objects.filter(channel=self.channel, status=LlmInvocationStatus.BLOCKED).exists())
-
     def test_invocation_records_used_fragment_ids(self) -> None:
         from chatballs.ai.invocation import invoke_chat
         from chatballs.ai.models import LlmInvocation

apps/backend/chatballs/ai/views.py

@@ -30,6 +30,7 @@ from chatballs.ai.selectors import (
 from chatballs.ai.serializers import attachment_payload, knowledge_payload
 from chatballs.api.pagination import page_payload, paginate
 from chatballs.api.permissions import HasCapability
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 from chatballs.identity.models import AuditEvent
 
@@ -122,7 +123,7 @@ class KnowledgeDetailView(_KnowledgeBaseView):
         try:
             knowledge = self._read_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         payload = knowledge_payload(knowledge)
         created_event = (
             AuditEvent.objects.filter(
@@ -162,7 +163,7 @@ class KnowledgeDetailView(_KnowledgeBaseView):
         try:
             knowledge = self._write_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         try:
             data = knowledge_input(request.data, current=knowledge)
             if not employee_can_write_knowledge(
@@ -185,7 +186,7 @@ class KnowledgeDetailView(_KnowledgeBaseView):
         try:
             knowledge = self._write_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         self._audit(request, "deleted", knowledge)
         delete_knowledge(context=request.tenant_context, knowledge=knowledge)
         return Response(status=204)
@@ -195,7 +196,7 @@ class KnowledgeImportView(_KnowledgeBaseView):
     def post(self, request: Request) -> Response:
         documents = request.data.get("documents")
         if not isinstance(documents, list) or not documents:
-            return Response({"detail": "documents must be a non-empty list"}, status=400)
+            return Response({"detail": t("ai.documents_non_empty")}, status=400)
         result = import_knowledge_documents(
             context=request.tenant_context,
             documents=documents,
@@ -222,7 +223,7 @@ class KnowledgeReindexView(_KnowledgeBaseView):
         try:
             knowledge = self._write_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         reindex_knowledge(knowledge)
         self._audit(request, "reindexed", knowledge)
         knowledge = self._write_knowledge(request, knowledge_id)
@@ -236,10 +237,10 @@ class KnowledgeAttachmentUploadView(_KnowledgeBaseView):
         try:
             knowledge = self._write_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         upload = request.FILES.get("file")
         if upload is None:
-            return Response({"detail": "file is required (multipart/form-data)"}, status=400)
+            return Response({"detail": t("ai.file_required")}, status=400)
         try:
             attachment = add_attachment(
                 context=request.tenant_context, knowledge=knowledge, upload=upload
@@ -255,10 +256,10 @@ class KnowledgeAttachmentDeleteView(_KnowledgeBaseView):
         try:
             knowledge = self._write_knowledge(request, knowledge_id)
         except Knowledge.DoesNotExist:
-            return Response({"detail": "Knowledge not found"}, status=404)
+            return Response({"detail": t("ai.knowledge_not_found")}, status=404)
         attachment = knowledge.attachments.filter(id=attachment_id).first()
         if attachment is None:
-            return Response({"detail": "Attachment not found"}, status=404)
+            return Response({"detail": t("ai.attachment_not_found")}, status=404)
         delete_attachment(context=request.tenant_context, attachment=attachment)
         self._audit(request, "attachment_deleted", knowledge)
         return Response(status=204)

apps/backend/chatballs/api/pagination.py

@@ -25,6 +25,8 @@ from typing import Any
 from django.db.models import Q, QuerySet
 from rest_framework.exceptions import ValidationError
 
+from chatballs.i18n import t
+
 DEFAULT_PAGE_SIZE = 20
 MAX_PAGE_SIZE = 100
 DEFAULT_WINDOW_SIZE = 50
@@ -41,9 +43,9 @@ def _bounded_int(params, name: str, default: int, maximum: int) -> int:
     try:
         value = int(raw)
     except (TypeError, ValueError):
-        raise ValidationError(f"{name}: ожидается целое число") from None
+        raise ValidationError(t("api.expected_integer", name=name)) from None
     if value < 1:
-        raise ValidationError(f"{name}: ожидается число больше нуля")
+        raise ValidationError(t("api.expected_positive", name=name))
     return min(value, maximum)
 
 
@@ -55,9 +57,9 @@ def cursor_id(params, name: str = "cursor") -> int | None:
     try:
         value = int(raw)
     except (TypeError, ValueError):
-        raise ValidationError(f"{name}: ожидается идентификатор записи") from None
+        raise ValidationError(t("api.expected_record_id", name=name)) from None
     if value < 1:
-        raise ValidationError(f"{name}: ожидается идентификатор записи")
+        raise ValidationError(t("api.expected_record_id", name=name))
     return value
 
 
@@ -192,7 +194,7 @@ def window(
     выпадать из ленты или повторяться на границе окна.
     """
     if not keys:
-        raise ValueError("окно требует хотя бы один ключ сортировки")
+        raise ValueError(t("api.window_needs_sort_key"))
     ordered = queryset.order_by(*[key.ordering for key in keys])
     if after is not None:
         condition = _after_cursor(ordered, keys, after)

apps/backend/chatballs/calls/event_handlers.py

@@ -15,6 +15,7 @@ from chatballs.calls.services import CALL_INVITE_SEND
 from chatballs.calls.tokens import issue_invite_token
 from chatballs.conversations import transports
 from chatballs.events.handlers import register
+from chatballs.i18n import customer_language, t
 from chatballs.identity.instance_settings import public_base_url
 from chatballs.tenancy.context import TenantContext
 
@@ -49,8 +50,11 @@ def handle_call_invite_send(payload: dict, context: TenantContext | None) -> Non
         token, token_hash = issue_invite_token()
         invite.token_hash = token_hash
         invite.save(update_fields=["token_hash"])
-        call_label = "аудиозвонок" if call.kind == "AUDIO" else "видеозвонок"
-        invite_text = f"Приглашаем вас на {call_label}. Нажмите кнопку, чтобы перейти к звонку."
+        # Приглашение читает клиент, а не оператор, и рождается оно в воркере,
+        # где запроса нет: язык берём у организации.
+        language = customer_language(call.conversation.organization)
+        call_label = t("calls.kind_audio" if call.kind == "AUDIO" else "calls.kind_video", language=language)
+        invite_text = t("calls.invite_text", kind=call_label, language=language)
         url = f"{public_base_url()}/calls/{token}?kind={call.kind}"
         sent = transports.send_call_invite(
             call.delivery_connection,

apps/backend/chatballs/calls/lifecycle.py

@@ -11,7 +11,8 @@ from chatballs.calls.models import (
     CallStatus,
     ParticipantSide,
 )
-from chatballs.conversations.models import Message, MessageAuthor
+from chatballs.conversations.models import Message, MessageAuthor, SystemEvent
+from chatballs.i18n import t
 
 ALLOWED_TRANSITIONS = {
     CallStatus.REQUESTED: {
@@ -39,6 +40,29 @@ def _format_duration(seconds: int) -> str:
     return f"{seconds // 60:02d}:{seconds % 60:02d}"
 
 
+# Код события и его параметры: интерфейс собирает фразу на языке читателя, а
+# текст остаётся в базе запасным вариантом и читаемой записью.
+_TIMELINE_EVENTS: dict[str, str] = {
+    CallStatus.ACCEPTED: SystemEvent.CALL_ACCEPTED,
+    CallStatus.DECLINED: SystemEvent.CALL_DECLINED,
+    CallStatus.CANCELLED: SystemEvent.CALL_CANCELLED,
+    CallStatus.MISSED: SystemEvent.CALL_MISSED,
+    CallStatus.EXPIRED: SystemEvent.CALL_EXPIRED,
+    CallStatus.ACTIVE: SystemEvent.CALL_STARTED,
+    CallStatus.ENDED: SystemEvent.CALL_ENDED,
+    CallStatus.FAILED: SystemEvent.CALL_FAILED,
+}
+
+
+def _timeline_event(call: CallSession, target_status: str) -> tuple[str, dict]:
+    """Код события и параметры для строки таймлайна."""
+
+    code = _TIMELINE_EVENTS.get(target_status, "")
+    if code == SystemEvent.CALL_ENDED and call.duration_seconds is not None:
+        return code, {"duration": _format_duration(call.duration_seconds)}
+    return code, {}
+
+
 def _timeline_text(call: CallSession, target_status: str) -> str | None:
     # Системные события звонка в timeline диалога (SPEC-CHATBALLS-0013 §13).
     # Вызывается только при фактической смене статуса — retry дублей не даёт.
@@ -76,10 +100,12 @@ def transition_call(
     if target_status == call.status:
         return call
     if target_status not in ALLOWED_TRANSITIONS.get(call.status, set()):
-        raise CallInvalidTransition(f"Переход {call.status} -> {target_status} запрещён")
+        raise CallInvalidTransition(
+            t("calls.transition_forbidden", current=call.status, target=target_status)
+        )
     normalized_failure_code = failure_code.strip()
     if target_status == CallStatus.FAILED and not FAILURE_CODE_PATTERN.fullmatch(normalized_failure_code):
-        raise CallInvalidTransition("Для FAILED требуется нормализованный failure_code")
+        raise CallInvalidTransition(t("calls.failure_code_required"))
 
     now = timezone.now()
     update_fields = ["status", "updated_at"]
@@ -106,9 +132,12 @@ def transition_call(
     call.save(update_fields=update_fields)
     timeline_text = _timeline_text(call, target_status)
     if timeline_text is not None:
+        event, params = _timeline_event(call, target_status)
         Message.objects.create(
             conversation_id=call.conversation_id,
             author_type=MessageAuthor.SYSTEM,
+            system_event=event,
+            system_params=params,
             text=timeline_text,
         )
     return call

apps/backend/chatballs/calls/models.py

@@ -3,6 +3,7 @@ import uuid
 from django.conf import settings
 from django.db import models
 
+from chatballs.i18n import t
 from chatballs.tenancy.models import TenantRelationModel
 
 
@@ -40,7 +41,7 @@ TERMINAL_CALL_STATUSES = (
 class CallEndedBy(models.TextChoices):
     STAFF = "STAFF", "Сотрудник"
     CUSTOMER = "CUSTOMER", "Клиент"
-    SYSTEM = "SYSTEM", "Система"
+    SYSTEM = "SYSTEM", t("admin.actor_system")
     TIMEOUT = "TIMEOUT", "Таймаут"
 
 

apps/backend/chatballs/calls/permissions.py

@@ -1,6 +1,7 @@
 from chatballs.calls.errors import CallAccessDenied
 from chatballs.calls.models import CallSession
 from chatballs.conversations.models import Conversation
+from chatballs.i18n import t
 from chatballs.identity.models import OrganizationMembership
 from chatballs.identity.policy import require_capability
 from chatballs.tenancy.context import TenantContext
@@ -8,11 +9,11 @@ from chatballs.tenancy.context import TenantContext
 
 def ensure_conversation_call_access(*, user, conversation: Conversation) -> None:
     if not require_capability(user, "conversations.call", conversation):
-        raise CallAccessDenied("Нет доступа к звонкам")
+        raise CallAccessDenied(t("calls.no_access"))
     from chatballs.conversations.selectors import conversation_is_visible
 
     if not conversation_is_visible(actor=user, conversation=conversation):
-        raise CallAccessDenied("Диалог вне групп сотрудника")
+        raise CallAccessDenied(t("calls.conversation_outside_groups"))
 
 
 def ensure_call_access(*, user, call_session: CallSession) -> None:

apps/backend/chatballs/calls/public_access.py

@@ -26,10 +26,12 @@ from chatballs.calls.tokens import (
     issue_call_access_token,
     verify_call_access_token,
 )
-from chatballs.identity.models import Organization, OrganizationMembership
+from chatballs.i18n import t
+from chatballs.identity.models import OrganizationMembership
 from chatballs.tenancy.context import TenantContext
 from chatballs.tenancy.database import tenant_atomic
 from chatballs.tenancy.ingress import call_invite_route, call_session_route
+from chatballs.tenancy.lookup import load_organization
 
 
 @dataclass(frozen=True)
@@ -39,15 +41,14 @@ class ResolvedInvite:
 
 
 def resolve_invite(*, token: str) -> ResolvedInvite:
-    message = "Недействительное или истёкшее приглашение"
+    message = t("calls.invite_invalid")
     token_hash = hash_invite_token(token)
     route = call_invite_route(token_hash)
     if route is None:
         raise CallTokenError(message)
-    try:
-        organization = Organization.objects.get(pk=route.organization_id)
-    except Organization.DoesNotExist:
-        raise CallTokenError(message) from None
+    organization = load_organization(route.organization_id)
+    if organization is None:
+        raise CallTokenError(message)
     context = TenantContext.for_resource(organization)
     with tenant_atomic(context):
         invite = (
@@ -90,11 +91,10 @@ def _authorize_call_access(
     claims = verify_call_access_token(token)
     route = call_session_route(str(claims.call_session_id))
     if route is None:
-        raise CallTokenError("Недействительный или истёкший call access token")
-    try:
-        organization = Organization.objects.get(pk=route.organization_id)
-    except Organization.DoesNotExist:
-        raise CallTokenError("Недействительный или истёкший call access token") from None
+        raise CallTokenError(t("calls.token_invalid"))
+    organization = load_organization(route.organization_id)
+    if organization is None:
+        raise CallTokenError(t("calls.token_invalid"))
     resource_context = TenantContext.for_resource(organization)
     with tenant_atomic(resource_context):
         try:
@@ -102,9 +102,9 @@ def _authorize_call_access(
                 "conversation", "conversation__channel", "initiated_by", "organization"
             ).get(id=claims.call_session_id, organization=organization)
         except CallSession.DoesNotExist:
-            raise CallTokenError("Недействительный или истёкший call access token") from None
+            raise CallTokenError(t("calls.token_invalid")) from None
         if call.status in TERMINAL_CALL_STATUSES and not allow_terminal:
-            raise CallTokenError("Звонок уже завершён")
+            raise CallTokenError(t("calls.already_ended"))
         membership = None
         if claims.side == ParticipantSide.STAFF:
             participant = call.participants.select_related("user").filter(
@@ -133,7 +133,7 @@ def _authorize_call_access(
                 or call.status not in {CallStatus.REQUESTED, CallStatus.RINGING}
             )
         if not valid:
-            raise CallTokenError("Недействительный или истёкший call access token")
+            raise CallTokenError(t("calls.token_invalid"))
         context = (
             TenantContext.for_membership(membership)
             if membership is not None
@@ -170,7 +170,7 @@ def _customer_call(
         allow_terminal=allow_terminal,
     )
     if claims.side != ParticipantSide.CUSTOMER:
-        raise CallTokenError("Недействительный или истёкший call access token")
+        raise CallTokenError(t("calls.token_invalid"))
     return call, context
 
 
@@ -186,7 +186,7 @@ def accept_call_by_access_token(*, token: str) -> CallSession:
                 organization=context.organization,
             )
         except CallInvalidTransition as error:
-            raise CallConflict("Приглашение уже нельзя принять") from error
+            raise CallConflict(t("calls.invite_cannot_accept")) from error
 
 
 def decline_call_by_access_token(*, token: str) -> CallSession:
@@ -205,7 +205,7 @@ def decline_call_by_access_token(*, token: str) -> CallSession:
                 organization=context.organization,
             )
         except CallInvalidTransition as error:
-            raise CallConflict("Приглашение уже нельзя отклонить") from error
+            raise CallConflict(t("calls.invite_cannot_decline")) from error
 
 
 def end_call_by_access_token(*, token: str) -> CallSession:

apps/backend/chatballs/calls/serializers.py

@@ -2,7 +2,7 @@ from django.conf import settings
 
 from chatballs.calls.models import CallSession
 from chatballs.calls.turn import turn_credentials
-from chatballs.identity.instance_settings import turn_config
+from chatballs.identity.instance_settings import default_stun_urls, turn_config
 
 
 def _iso(value):
@@ -67,8 +67,9 @@ def ice_servers_payload() -> list[dict]:
     # fallback с краткоживущими credentials. Генерируется на каждый запрос токена,
     # поэтому клиент всегда получает не истёкшие TURN credentials.
     servers: list[dict] = []
-    if settings.CHATBALLS_CALL_STUN_URLS:
-        servers.append({"urls": list(settings.CHATBALLS_CALL_STUN_URLS)})
+    stun_urls = list(settings.CHATBALLS_CALL_STUN_URLS) or default_stun_urls()
+    if stun_urls:
+        servers.append({"urls": stun_urls})
     turn_urls, ttl = turn_config()
     if turn_urls and settings.CHATBALLS_CALL_TURN_SECRET:
         username, credential = turn_credentials(ttl_seconds=ttl)

apps/backend/chatballs/calls/services.py

@@ -13,7 +13,7 @@ from chatballs.calls.errors import (
     CallInvalidTransition,
     CallTokenError,
 )
-from chatballs.calls.lifecycle import transition_call
+from chatballs.calls.lifecycle import finish_call, transition_call
 from chatballs.calls.metrics import record_call_metric
 from chatballs.calls.models import (
     TERMINAL_CALL_STATUSES,
@@ -49,9 +49,11 @@ from chatballs.conversations.models import (
     LifecycleState,
     Message,
     MessageAuthor,
+    SystemEvent,
 )
 from chatballs.conversations.services import ClaimError, claim_locked_conversation
 from chatballs.events.services import DomainEvent, enqueue_event
+from chatballs.i18n import t
 from chatballs.integrations.features import call_allowed
 from chatballs.integrations.models import IntegrationProvider
 from chatballs.tenancy.context import TenantContext
@@ -80,7 +82,7 @@ class CreatedCall:
 
 def _conversation_identity(conversation: Conversation) -> ConnectionIdentity:
     if conversation.contact_id is None or conversation.connection_id is None:
-        raise CallConflict("У диалога нет клиентской identity для звонка")
+        raise CallConflict(t("calls.no_client_identity"))
     identities = list(
         ConnectionIdentity.objects.filter(
             contact_id=conversation.contact_id,
@@ -89,29 +91,29 @@ def _conversation_identity(conversation: Conversation) -> ConnectionIdentity:
         .order_by("id")[:2]
     )
     if len(identities) != 1:
-        raise CallConflict("Клиентская identity звонка отсутствует или неоднозначна")
+        raise CallConflict(t("calls.identity_missing_or_ambiguous"))
     return identities[0]
 
 
 def _check_call_creation_conflicts(*, conversation: Conversation, initiator) -> None:
     if conversation.lifecycle != LifecycleState.OPEN:
-        raise CallConflict("Звонок можно запросить только в открытом диалоге")
+        raise CallConflict(t("calls.only_in_open_conversation"))
     if CallSession.objects.filter(
         conversation=conversation,
         status__in=UNFINISHED_CALL_STATUSES,
     ).exists():
-        raise CallConflict("В диалоге уже есть незавершённый звонок")
+        raise CallConflict(t("calls.unfinished_call_exists"))
     if CallSession.objects.filter(
         initiated_by=initiator,
         status__in=UNFINISHED_CALL_STATUSES,
     ).exists():
-        raise CallConflict("Сотрудник уже участвует в другом звонке")
+        raise CallConflict(t("calls.operator_busy"))
     if (
         conversation.control_mode == ControlMode.HUMAN
         and conversation.assigned_operator_id
         and conversation.assigned_operator_id != initiator.id
     ):
-        raise CallConflict("Диалог уже ведёт другой оператор")
+        raise CallConflict(t("calls.conversation_taken"))
 
 
 @transaction.atomic
@@ -120,7 +122,7 @@ def create_call_request(
 ) -> CreatedCall:
     initiator = context.actor_user
     if initiator is None or context.membership is None:
-        raise CallAccessDenied("Для звонка требуется контекст сотрудника")
+        raise CallAccessDenied(t("calls.operator_context_required"))
     conversation = (
         Conversation.objects.select_for_update()
         .select_related("channel")
@@ -129,7 +131,7 @@ def create_call_request(
     ensure_conversation_call_access(user=context.membership, conversation=conversation)
     if not call_allowed(conversation.connection, kind):
         raise CallAccessDenied(
-            "Видеозвонки отключены для этой точки входа" if kind == CallKind.VIDEO else "Звонки отключены для этой точки входа"
+            t("calls.video_off_entry_point") if kind == CallKind.VIDEO else t("calls.calls_off_entry_point")
         )
     identity = _conversation_identity(conversation)
     _check_call_creation_conflicts(conversation=conversation, initiator=initiator)
@@ -151,7 +153,7 @@ def create_call_request(
                 kind=kind,
             )
     except IntegrityError as error:
-        raise CallConflict("Не удалось создать второй незавершённый звонок") from error
+        raise CallConflict(t("calls.second_call_rejected")) from error
 
     CallInvite.objects.create(
         organization=context.organization,
@@ -181,6 +183,10 @@ def create_call_request(
     Message.objects.create(
         conversation=conversation,
         author_type=MessageAuthor.SYSTEM,
+        system_event=SystemEvent.CALL_REQUESTED,
+        # Вид звонка — параметр, а не часть кода: фразу собирает интерфейс, и
+        # «аудио» против «видео» там отдельным словом словаря.
+        system_params={"operator": initiator_label, "kind": call.kind},
         text=f"Оператор {initiator_label} запросил {call_word}",
     )
     if conversation.connection.provider == IntegrationProvider.WEB:
@@ -210,13 +216,13 @@ def create_call_request(
 def issue_staff_access_token(*, context: TenantContext, call_session: CallSession) -> str:
     user = context.actor_user
     if user is None or context.membership is None:
-        raise CallAccessDenied("Для звонка требуется контекст сотрудника")
+        raise CallAccessDenied(t("calls.operator_context_required"))
     ensure_call_access(user=context.membership, call_session=call_session)
     participant_exists = call_session.participants.filter(side=ParticipantSide.STAFF, user=user).exists()
     if not participant_exists:
-        raise CallConflict("Сотрудник не является участником звонка")
+        raise CallConflict(t("calls.not_a_participant"))
     if call_session.status in TERMINAL_CALL_STATUSES:
-        raise CallConflict("Звонок уже завершён")
+        raise CallConflict(t("calls.already_ended"))
     return issue_call_access_token(
         call_session_id=call_session.id,
         side=ParticipantSide.STAFF,
@@ -225,21 +231,27 @@ def issue_staff_access_token(*, context: TenantContext, call_session: CallSessio
 
 
 def cancel_call(*, context: TenantContext, call_session: CallSession) -> CallSession:
+    """Оператор закончил звонок — из любой фазы, в которой тот ещё жив.
+
+    Кнопка у оператора одна и означает «прекратить»: до ответа клиента это
+    отмена, после — завершение. Раньше здесь был только переход в CANCELLED, и
+    он разрешён лишь из REQUESTED/RINGING: клиент принял звонок, соединение не
+    установилось (частый случай за NAT), оператор жмёт «завершить» — и получает
+    409, а звонок остаётся висеть. Фазу выбирает `finish_call`, тот же код, что
+    и у клиента.
+    """
     user = context.actor_user
     if user is None or context.membership is None:
-        raise CallAccessDenied("Для звонка требуется контекст сотрудника")
+        raise CallAccessDenied(t("calls.operator_context_required"))
     ensure_call_access(user=context.membership, call_session=call_session)
     if not call_session.participants.filter(side=ParticipantSide.STAFF, user=user).exists():
-        raise CallConflict("Сотрудник не является участником звонка")
+        raise CallConflict(t("calls.not_a_participant"))
     try:
-        # Повторная отмена идемпотентна: transition_call вернёт звонок без изменений.
-        return transition_call(
-            call_session_id=call_session.id,
-            target_status=CallStatus.CANCELLED,
-            ended_by=CallEndedBy.STAFF,
-        )
+        # Повторный вызов идемпотентен: у завершённого звонка finish_call
+        # возвращает его как есть.
+        return finish_call(call_session_id=call_session.id, side=ParticipantSide.STAFF)
     except CallInvalidTransition as error:
-        raise CallConflict("Звонок уже нельзя отменить") from error
+        raise CallConflict(t("calls.cannot_cancel")) from error
 
 
 def active_call_for_conversation(conversation: Conversation) -> CallSession | None:
@@ -272,10 +284,10 @@ def webchat_active_call(identity: ConnectionIdentity) -> CallSession | None:
 def open_call_for_identity(*, identity: ConnectionIdentity) -> ResolvedInvite:
     call = webchat_active_call(identity)
     if call is None:
-        raise CallTokenError("Активное приглашение не найдено")
+        raise CallTokenError(t("webchat.no_active_invite"))
     invite = CallInvite.objects.select_for_update().get(call_session=call)
     if invite.expires_at <= timezone.now():
-        raise CallTokenError("Активное приглашение не найдено")
+        raise CallTokenError(t("webchat.no_active_invite"))
     if invite.opened_at is None:
         invite.opened_at = timezone.now()
         invite.save(update_fields=["opened_at"])
@@ -290,7 +302,7 @@ def open_call_for_identity(*, identity: ConnectionIdentity) -> ResolvedInvite:
 def decline_call_for_identity(*, identity: ConnectionIdentity) -> CallSession:
     call = webchat_active_call(identity)
     if call is None:
-        raise CallTokenError("Активное приглашение не найдено")
+        raise CallTokenError(t("webchat.no_active_invite"))
     try:
         return transition_call(
             call_session_id=call.id,
@@ -298,4 +310,4 @@ def decline_call_for_identity(*, identity: ConnectionIdentity) -> CallSession:
             ended_by=CallEndedBy.CUSTOMER,
         )
     except CallInvalidTransition as error:
-        raise CallConflict("Приглашение уже нельзя отклонить") from error
+        raise CallConflict(t("calls.invite_cannot_decline")) from error

apps/backend/chatballs/calls/tests/test_flow.py

@@ -9,6 +9,7 @@ from urllib.parse import parse_qs, urlparse
 from django.utils import timezone
 
 from chatballs.calls.event_handlers import CallInviteDeliveryError, handle_call_invite_send
+from chatballs.calls.lifecycle import transition_call
 from chatballs.calls.models import (
     CallEndedBy,
     CallInvite,
@@ -61,6 +62,22 @@ class CancelCallApiTests(CallTestCase):
             1,
         )
 
+    def test_operator_ends_call_the_customer_already_accepted(self) -> None:
+        # Клиент принял звонок, соединение не установилось (частый случай за
+        # NAT). Кнопка оператора одна и обязана закончить звонок, а не упереться
+        # в запрет перехода.
+        created = create_call_request(conversation_id=self.conversation.id, initiator=self.owner)
+        open_call_for_identity(identity=self.identity)
+        transition_call(call_session_id=created.call_session.id, target_status=CallStatus.ACCEPTED)
+
+        response = self.client.post(f"/api/v1/calls/{created.call_session.id}/cancel/")
+
+        self.assertEqual(response.status_code, 200)
+        created.call_session.refresh_from_db()
+        self.assertEqual(created.call_session.status, CallStatus.FAILED)
+        self.assertEqual(created.call_session.failure_code, "ABORTED_BEFORE_CONNECT")
+        self.assertEqual(created.call_session.ended_by, CallEndedBy.STAFF)
+
     def test_non_participant_cannot_cancel(self) -> None:
         created = create_call_request(conversation_id=self.conversation.id, initiator=self.owner)
         self.client.force_authenticate(user=self.operator)

apps/backend/chatballs/calls/tests/test_turn.py

@@ -3,10 +3,11 @@ import hashlib
 import hmac
 import time
 
-from django.test import SimpleTestCase, override_settings
+from django.test import SimpleTestCase, TestCase, override_settings
 
 from chatballs.calls.serializers import ice_servers_payload
 from chatballs.calls.turn import turn_credentials
+from chatballs.identity.instance_settings import InstanceSettings, turn_config
 
 SECRET = "coturn-shared-secret"
 TURN_URLS = ["turn:example.com:3478?transport=udp", "turn:example.com:3478?transport=tcp"]
@@ -71,3 +72,56 @@ class IceServersPayloadTests(SimpleTestCase):
     def test_turn_urls_without_secret_are_not_exposed(self) -> None:
         # Без секрета выдать рабочие credentials нельзя — TURN не отдаётся вовсе.
         self.assertEqual(ice_servers_payload(), [])
+
+
+@override_settings(
+    CHATBALLS_CALL_STUN_URLS=[],
+    CHATBALLS_CALL_TURN_URLS=[],
+    CHATBALLS_CALL_TURN_SECRET=SECRET,
+    CHATBALLS_CALL_TURN_TTL_SECONDS=3600,
+)
+class TurnDefaultsTests(TestCase):
+    """Relay коробки: адреса берутся от адреса установки, без единой настройки."""
+
+    def _set_host(self, host: str) -> None:
+        row = InstanceSettings.load()
+        row.public_host = host
+        row.save()
+
+    def test_addresses_come_from_the_installation_address(self) -> None:
+        self._set_host("crm.example.com")
+        urls, _ttl = turn_config()
+        self.assertEqual(
+            urls,
+            [
+                "turn:crm.example.com:3478?transport=udp",
+                "turn:crm.example.com:3478?transport=tcp",
+            ],
+        )
+
+    def test_owner_addresses_win_over_the_defaults(self) -> None:
+        row = InstanceSettings.load()
+        row.public_host = "crm.example.com"
+        row.turn_urls = "turns:turn.example.net:5349?transport=tcp"
+        row.save()
+        urls, _ttl = turn_config()
+        self.assertEqual(urls, ["turns:turn.example.net:5349?transport=tcp"])
+
+    def test_ice_payload_offers_stun_and_turn_of_the_box(self) -> None:
+        self._set_host("crm.example.com")
+        servers = ice_servers_payload()
+        self.assertEqual(servers[0], {"urls": ["stun:crm.example.com:3478"]})
+        self.assertEqual(
+            servers[1]["urls"],
+            [
+                "turn:crm.example.com:3478?transport=udp",
+                "turn:crm.example.com:3478?transport=tcp",
+            ],
+        )
+        self.assertEqual(
+            servers[1]["credential"], _expected_credential(servers[1]["username"])
+        )
+
+    def test_without_the_installation_address_there_is_nothing_to_offer(self) -> None:
+        self._set_host("")
+        self.assertEqual(ice_servers_payload(), [])

apps/backend/chatballs/calls/tokens.py

@@ -14,6 +14,7 @@ from django.conf import settings
 
 from chatballs.calls.errors import CallTokenError
 from chatballs.calls.models import ParticipantSide
+from chatballs.i18n import t
 
 ACCESS_TOKEN_VERSION = 1
 ACCESS_TOKEN_PURPOSE = "call-access"
@@ -82,7 +83,7 @@ def issue_call_access_token(*, call_session_id: uuid.UUID, side: str, subject_id
 
 
 def verify_call_access_token(token: str) -> CallAccessClaims:
-    message = "Недействительный или истёкший call access token"
+    message = t("calls.token_invalid")
     if not token or "." not in token:
         raise CallTokenError(message)
     encoded, signature = token.rsplit(".", 1)

apps/backend/chatballs/calls/views.py

@@ -25,6 +25,7 @@ from chatballs.calls.services import (
     resolve_invite,
 )
 from chatballs.conversations.models import Conversation
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 
 
@@ -49,16 +50,16 @@ class CallCreateView(APIView):
 
     def post(self, request: Request, conversation_id: int) -> Response:
         if "kind" not in request.data:
-            return Response({"detail": "Укажите тип звонка"}, status=400)
+            return Response({"detail": t("calls.kind_required")}, status=400)
         kind = str(request.data.get("kind", ""))
         if kind not in CallKind.values:
-            return Response({"detail": "Недопустимый тип звонка"}, status=400)
+            return Response({"detail": t("calls.kind_invalid")}, status=400)
         try:
             created = create_call_request(
                 context=request.tenant_context, conversation_id=conversation_id, kind=kind
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         except CallAccessDenied as error:
             return Response({"detail": str(error)}, status=403)
         except CallConflict as error:
@@ -95,7 +96,7 @@ class CallDetailView(APIView):
                 id=call_session_id, organization=request.tenant_context.organization
             )
         except CallSession.DoesNotExist:
-            return Response({"detail": "Звонок не найден"}, status=404)
+            return Response({"detail": t("calls.not_found")}, status=404)
         try:
             ensure_call_access(user=request.tenant_context.membership, call_session=call)
         except CallAccessDenied as error:
@@ -113,7 +114,7 @@ class StaffAccessTokenView(APIView):
             )
             token = issue_staff_access_token(context=request.tenant_context, call_session=call)
         except CallSession.DoesNotExist:
-            return Response({"detail": "Звонок не найден"}, status=404)
+            return Response({"detail": t("calls.not_found")}, status=404)
         except CallAccessDenied as error:
             return Response({"detail": str(error)}, status=403)
         except CallConflict as error:
@@ -131,7 +132,7 @@ class CallCancelView(APIView):
             )
             cancel_call(context=request.tenant_context, call_session=call)
         except CallSession.DoesNotExist:
-            return Response({"detail": "Звонок не найден"}, status=404)
+            return Response({"detail": t("calls.not_found")}, status=404)
         except CallAccessDenied as error:
             return Response({"detail": str(error)}, status=403)
         except CallConflict as error:
@@ -163,7 +164,7 @@ class ConversationActiveCallView(APIView):
                 user=request.tenant_context.membership, conversation=conversation
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         except CallAccessDenied as error:
             return Response({"detail": str(error)}, status=403)
         call = active_call_for_conversation(conversation)
@@ -181,7 +182,7 @@ class InviteResolveView(APIView):
         try:
             resolved = resolve_invite(token=token)
         except CallTokenError:
-            return Response({"detail": "Недействительное или истёкшее приглашение"}, status=404)
+            return Response({"detail": t("calls.invite_invalid")}, status=404)
         return _token_response(
             {
                 "call": public_invite_payload(
@@ -214,7 +215,7 @@ class CallAccessStateView(_CallAccessView):
         try:
             call = call_state_by_access_token(token=_bearer_token(request))
         except CallTokenError:
-            return Response({"detail": "Недействительный или истёкший call access token"}, status=404)
+            return Response({"detail": t("calls.token_invalid")}, status=404)
         return _token_response(
             {"call": public_call_state_payload(call), "iceServers": ice_servers_payload()}
         )
@@ -225,7 +226,7 @@ class CallAccessAcceptView(_CallAccessView):
         try:
             call = accept_call_by_access_token(token=_bearer_token(request))
         except CallTokenError:
-            return Response({"detail": "Недействительный или истёкший call access token"}, status=404)
+            return Response({"detail": t("calls.token_invalid")}, status=404)
         except CallConflict as error:
             return Response({"detail": str(error)}, status=409)
         return _token_response({"call": public_call_state_payload(call)})
@@ -236,7 +237,7 @@ class CallAccessDeclineView(_CallAccessView):
         try:
             call = decline_call_by_access_token(token=_bearer_token(request))
         except CallTokenError:
-            return Response({"detail": "Недействительный или истёкший call access token"}, status=404)
+            return Response({"detail": t("calls.token_invalid")}, status=404)
         except CallConflict as error:
             return Response({"detail": str(error)}, status=409)
         return _token_response({"call": public_call_state_payload(call)})
@@ -247,5 +248,5 @@ class CallAccessEndView(_CallAccessView):
         try:
             call = end_call_by_access_token(token=_bearer_token(request))
         except CallTokenError:
-            return Response({"detail": "Недействительный или истёкший call access token"}, status=404)
+            return Response({"detail": t("calls.token_invalid")}, status=404)
         return _token_response({"call": public_call_state_payload(call)})

apps/backend/chatballs/channels/authorization.py

@@ -9,6 +9,7 @@ from __future__ import annotations
 
 from django.core.exceptions import PermissionDenied
 
+from chatballs.i18n import t
 from chatballs.identity.policy import has_capability_any_scope
 from chatballs.tenancy.context import TenantContext
 
@@ -32,15 +33,17 @@ def has_organization_capability(context: TenantContext, capability: str) -> bool
 
 
 def require_organization_manage(context: TenantContext, *, operation: str) -> None:
+    """``operation`` — ключ каталога, а не готовый текст: отказ читает человек."""
+
     if not has_organization_capability(context, CHANNELS_MANAGE):
-        raise PermissionDenied(f"{operation} требует channels.manage")
+        raise PermissionDenied(t("channels.operation_needs_manage", operation=t(operation)))
 
 
 def require_channel_manage(context: TenantContext) -> None:
     if not has_organization_capability(context, CHANNELS_MANAGE):
-        raise PermissionDenied("Нет прав на изменение канала")
+        raise PermissionDenied(t("channels.no_rights_to_change"))
 
 
 def require_connections_manage(context: TenantContext) -> None:
     if not has_organization_capability(context, INTEGRATIONS_MANAGE):
-        raise PermissionDenied("Привязка подключения требует integrations.manage")
+        raise PermissionDenied(t("channels.binding_needs_manage"))

apps/backend/chatballs/channels/runtime.py

@@ -1,5 +1,6 @@
 from chatballs.ai.provider.base import ChatResult, ProviderError
 from chatballs.ai.runtime import run_agent_turn
+from chatballs.i18n import t
 
 
 def run_channel_turn(*, channel, message: str, history: list[dict] | None = None) -> ChatResult:
@@ -11,5 +12,5 @@ def run_channel_turn(*, channel, message: str, history: list[dict] | None = None
     """
     agent = getattr(channel, "ai_agent", None)
     if agent is None or not agent.is_active:
-        raise ProviderError("Channel has no active AI agent")
+        raise ProviderError(t("channels.no_active_agent"))
     return run_agent_turn(agent=agent, message=message, history=history, style_guard=True).result

apps/backend/chatballs/channels/services.py

@@ -10,6 +10,7 @@ from django.db import transaction
 
 from chatballs.channels import authorization
 from chatballs.channels.models import Channel
+from chatballs.i18n import t
 from chatballs.identity.group_models import EmployeeGroup
 from chatballs.integrations.models import Integration, IntegrationKind
 from chatballs.tenancy.context import TenantContext
@@ -34,7 +35,7 @@ class ChannelHasReferences(Exception):
 
     def __init__(self, blockers: list[dict[str, Any]]) -> None:
         self.blockers = blockers
-        super().__init__("Канал нельзя удалить: есть связанные записи")
+        super().__init__(t("channels.cannot_delete_linked"))
 
     def payload(self) -> dict[str, Any]:
         return {"detail": str(self), "blockers": self.blockers}
@@ -46,7 +47,7 @@ class ConnectionAlreadyBound(Exception):
     def __init__(self, *, integration: Integration) -> None:
         self.integration = integration
         super().__init__(
-            "Подключение уже привязано к другому каналу: перенос требует force"
+            t("channels.binding_conflict")
         )
 
     def payload(self) -> dict[str, Any]:
@@ -73,9 +74,9 @@ class ChannelUpdate:
 def _clean_name(raw: object) -> str:
     name = str(raw or "").strip()
     if not name:
-        raise ValidationError({"name": "Название канала не может быть пустым"})
+        raise ValidationError({"name": t("channels.name_required")})
     if len(name) > NAME_MAX_LENGTH:
-        raise ValidationError({"name": "Название канала длиннее 255 символов"})
+        raise ValidationError({"name": t("channels.name_too_long")})
     return name
 
 
@@ -90,7 +91,7 @@ def _group_for_channel(
             organization_id=context.organization_id,
         )
     except EmployeeGroup.DoesNotExist as error:
-        raise ValidationError({"groupId": "Unknown group"}) from error
+        raise ValidationError({"groupId": t("channels.unknown_group")}) from error
 
 
 @transaction.atomic
@@ -113,11 +114,11 @@ def update_channel(
         authorization.require_channel_manage(context)
     if update.is_active is not UNSET and update.is_active != locked.is_active:
         authorization.require_organization_manage(
-            context, operation="Изменение статуса канала"
+            context, operation="channels.operation_status_change"
         )
     if update.policy:
         authorization.require_organization_manage(
-            context, operation="Изменение политики канала"
+            context, operation="channels.operation_policy_change"
         )
 
     changed: list[str] = []
@@ -148,10 +149,10 @@ def _messenger_integration(*, context: TenantContext, integration_id: int) -> In
             id=integration_id, organization_id=context.organization_id
         )
     except Integration.DoesNotExist as error:
-        raise ValidationError({"integrationId": "Подключение не найдено"}) from error
+        raise ValidationError({"integrationId": t("channels.connection_not_found")}) from error
     if integration.kind != IntegrationKind.MESSENGER:
         raise ValidationError(
-            {"integrationId": "LLM-провайдер не является подключением канала"}
+            {"integrationId": t("channels.llm_is_not_a_connection")}
         )
     return integration
 
@@ -168,7 +169,7 @@ def bind_connection(
     authorization.require_connections_manage(context)
     if not channel.is_active:
         raise ValidationError(
-            {"channelId": "Нельзя привязать подключение к архивному каналу"}
+            {"channelId": t("channels.archived_channel_binding")}
         )
     integration = _messenger_integration(context=context, integration_id=integration_id)
     previous_channel_id = integration.channel_id
@@ -188,7 +189,7 @@ def unbind_connection(
     authorization.require_connections_manage(context)
     integration = _messenger_integration(context=context, integration_id=integration_id)
     if integration.channel_id != channel.id:
-        raise ValidationError({"integrationId": "Подключение не привязано к каналу"})
+        raise ValidationError({"integrationId": t("channels.connection_not_bound")})
     # Диалоги не затрагиваются: Conversation.connection объявлен PROTECT.
     integration.channel = None
     integration.save(update_fields=["channel", "updated_at"])

apps/backend/chatballs/conversations/attachment_views.py

@@ -28,6 +28,7 @@ from chatballs.conversations.serializers import message_payload
 from chatballs.conversations.transports.base import guess_content_type, safe_filename
 from chatballs.conversations.view_base import ConversationViewBase
 from chatballs.conversations.voice_views import _visible_message
+from chatballs.i18n import t
 
 MAX_FILE_BYTES = 20 * 1024 * 1024
 # Исполняемые и скриптовые типы в чат не отправляем ни в одну сторону.
@@ -38,12 +39,12 @@ INLINE_TYPES = ("image/jpeg", "image/png", "image/gif", "image/webp", "applicati
 def validate_upload(upload) -> str:
     """Причина отказа или пустая строка."""
     if upload.size > MAX_FILE_BYTES:
-        return "Файл больше 20 МБ"
+        return t("conversations.attachment_too_large")
     if not upload.size:
-        return "Пустой файл"
+        return t("conversations.attachment_empty")
     name = safe_filename(upload.name or "")
     if name.lower().endswith(BLOCKED_SUFFIXES):
-        return "Такой тип файла отправить нельзя"
+        return t("conversations.attachment_type_blocked")
     return ""
 
 
@@ -62,9 +63,9 @@ class MessageAttachmentView(ConversationViewBase):
         try:
             message = _visible_message(request, message_id)
         except (Message.DoesNotExist, Conversation.DoesNotExist):
-            return Response({"detail": "Сообщение не найдено"}, status=404)
+            return Response({"detail": t("conversations.message_not_found")}, status=404)
         if message.kind != MessageKind.FILE or not message.attachment:
-            return Response({"detail": "Файл недоступен"}, status=404)
+            return Response({"detail": t("conversations.file_unavailable")}, status=404)
         return attachment_response(message, inline="inline" in request.GET)
 
 
@@ -80,15 +81,15 @@ class ConversationAttachmentView(ConversationViewBase):
         try:
             conversation = self._conversation(request, conversation_id, self.required_capability)
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         if conversation.lifecycle != LifecycleState.OPEN:
-            return Response({"detail": "Диалог закрыт"}, status=409)
+            return Response({"detail": t("conversations.closed")}, status=409)
         connection = conversation.connection
         if connection is None or not transports.supports_file_send(connection):
-            return Response({"detail": "Файлы недоступны в этом канале"}, status=400)
+            return Response({"detail": t("conversations.files_unavailable_channel")}, status=400)
         upload = request.FILES.get("file")
         if upload is None:
-            return Response({"detail": "Прикрепите файл"}, status=400)
+            return Response({"detail": t("conversations.attach_file")}, status=400)
         problem = validate_upload(upload)
         if problem:
             return Response({"detail": problem}, status=400)
@@ -113,7 +114,7 @@ class ConversationAttachmentView(ConversationViewBase):
             caption=caption,
         )
         if not sent:
-            return Response({"detail": "Не удалось отправить файл в канал"}, status=502)
+            return Response({"detail": t("conversations.file_send_failed")}, status=502)
         message = Message.objects.create(
             conversation=conversation,
             author_type=MessageAuthor.OPERATOR,

apps/backend/chatballs/conversations/chat_extras_views.py

@@ -22,13 +22,16 @@ from chatballs.conversations.models import (
     LifecycleState,
     ReplyTemplate,
 )
+from chatballs.conversations.queue_models import policy_for
 from chatballs.conversations.selectors import apply_conversation_visibility
 from chatballs.conversations.serializers import conversation_payload
 from chatballs.conversations.view_base import ConversationViewBase
+from chatballs.i18n import t
 from chatballs.identity.avatars import user_avatar_url
 from chatballs.identity.group_models import EmployeeGroup
 from chatballs.identity.models import HumanUser, OrganizationMembership
 from chatballs.identity.policy import can_administer_access
+from chatballs.presence import ONLINE_WITHIN_SECONDS, last_seen
 
 
 def _label_payload(label: ConversationLabel) -> dict[str, object]:
@@ -53,10 +56,10 @@ class ConversationPriorityView(ConversationViewBase):
                 request, conversation_id, self.required_capability
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         priority = str(request.data.get("priority", "")).strip().upper()
         if priority not in ConversationPriority.values:
-            return Response({"detail": "Неизвестный приоритет"}, status=400)
+            return Response({"detail": t("conversations.unknown_priority")}, status=400)
         conversation.priority = priority
         conversation.save(update_fields=["priority"])
         self._audit(request, "priority_changed", conversation)
@@ -82,19 +85,19 @@ class ConversationContactView(ConversationViewBase):
                 request, conversation_id, self.required_capability
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         contact = conversation.contact
         if contact is None:
-            return Response({"detail": "У диалога нет контакта"}, status=400)
+            return Response({"detail": t("conversations.no_contact")}, status=400)
         changed: list[str] = []
         for field, limit in self.LIMITS.items():
             if field not in request.data:
                 continue
             value = str(request.data.get(field) or "").strip()
             if len(value) > limit:
-                return Response({"detail": f"Поле {field}: не длиннее {limit} символов"}, status=400)
+                return Response({"detail": t("conversations.field_too_long", field=field, limit=limit)}, status=400)
             if field == "name" and not value:
-                return Response({"detail": "Имя контакта не может быть пустым"}, status=400)
+                return Response({"detail": t("conversations.contact_name_empty")}, status=400)
             setattr(contact, field, value)
             changed.append(field)
         if changed:
@@ -118,10 +121,10 @@ class ConversationNoteView(ConversationViewBase):
                 request, conversation_id, self.required_capability
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         note = str(request.data.get("note", ""))
         if len(note) > 4000:
-            return Response({"detail": "Заметка длиннее 4000 символов"}, status=400)
+            return Response({"detail": t("conversations.note_too_long")}, status=400)
         conversation.note = note
         conversation.note_author = request.user if note else None
         conversation.note_updated_at = timezone.now() if note else None
@@ -146,12 +149,12 @@ class ConversationLabelsView(ConversationViewBase):
                 request, conversation_id, self.required_capability
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         label_ids = request.data.get("labelIds")
         if not isinstance(label_ids, list) or not all(
             isinstance(item, int) for item in label_ids
         ):
-            return Response({"detail": "labelIds must be a list of ids"}, status=400)
+            return Response({"detail": t("conversations.label_ids_list")}, status=400)
         labels = list(
             ConversationLabel.objects.filter(
                 organization_id=request.tenant_context.organization_id,
@@ -159,7 +162,7 @@ class ConversationLabelsView(ConversationViewBase):
             )
         )
         if len(labels) != len(set(label_ids)):
-            return Response({"detail": "Неизвестная метка"}, status=400)
+            return Response({"detail": t("conversations.unknown_label")}, status=400)
         conversation.labels.set(labels)
         return Response(
             {
@@ -182,13 +185,13 @@ class ConversationArchiveView(ConversationViewBase):
                 request, conversation_id, self.required_capability
             )
         except Conversation.DoesNotExist:
-            return Response({"detail": "Диалог не найден"}, status=404)
+            return Response({"detail": t("conversations.not_found")}, status=404)
         archived = request.data.get("archived")
         if not isinstance(archived, bool):
-            return Response({"detail": "archived must be a boolean"}, status=400)
+            return Response({"detail": t("conversations.archived_boolean")}, status=400)
         if not archived and not can_administer_access(request.tenant_context.membership):
             return Response(
-                {"detail": "Восстановить диалог может только администратор"}, status=403
+                {"detail": t("conversations.restore_admin_only")}, status=403
             )
         conversation.archived_at = timezone.now() if archived else None
         conversation.save(update_fields=["archived_at"])
@@ -257,10 +260,21 @@ class ConversationCountersView(ConversationViewBase):
         }
         for assignee in assignees:
             assignee["avatarUrl"] = user_avatar_url(avatars.get(assignee["id"]), request.tenant_context.organization.public_id)
+        # Два разных ожидания (макет Q3): диалог ничей — взять может любой;
+        # диалог назначен лично на меня и ждёт, пока я его возьму. Смешивать их
+        # в одном счётчике значит прятать своё среди чужого.
+        waiting_qs = open_qs.filter(control_mode=ControlMode.PAUSED)
         return Response(
             {
                 "all": open_qs.count(),
-                "waiting": open_qs.filter(control_mode=ControlMode.PAUSED).count(),
+                "waiting": waiting_qs.count(),
+                "queue": waiting_qs.filter(assigned_operator__isnull=True).count(),
+                "waitingOnMe": waiting_qs.filter(assigned_operator_id=request.user.id).count(),
+                # Срок личной очереди: по нему клиент считает, через сколько
+                # диалог вернётся всем.
+                "assignmentTimeoutMinutes": policy_for(
+                    request.tenant_context.organization
+                ).assignment_timeout_minutes,
                 "mine": base.filter(assigned_operator_id=request.user.id).count(),
                 "ungrouped": ungrouped,
                 "groups": groups,
@@ -300,6 +314,22 @@ class ConversationDirectoryView(APIView):
         # Ответственного можно назначить и вне выдачи — по поиску, поэтому
         # оставшихся не прячем молча, а сообщаем признаком hasMore.
         rows = list(members[: DIRECTORY_LIMIT + 1])
+        shown = rows[:DIRECTORY_LIMIT]
+        # Присутствие и загрузка — второй и третий признак при выборе
+        # ответственного (макет «Очередь и уведомления», кадр Q5). Назначить
+        # отсутствующего можно: признак приблизительный и ничего не запрещает.
+        user_ids = [member.user_id for member in shown]
+        seen = last_seen(organization_id, user_ids)
+        now = timezone.now()
+        load = dict(
+            Conversation.objects.filter(
+                organization_id=organization_id,
+                lifecycle=LifecycleState.OPEN,
+                assigned_operator_id__in=user_ids,
+            )
+            .values_list("assigned_operator_id")
+            .annotate(total=Count("id"))
+        )
         return Response(
             {
                 "groups": [{"id": group.id, "name": group.name, "color": group.color} for group in groups],
@@ -308,8 +338,15 @@ class ConversationDirectoryView(APIView):
                         "id": member.user_id,
                         "name": member.user.full_name or member.user.email,
                         "avatarUrl": user_avatar_url(member.user, request.tenant_context.organization.public_id),
+                        "role": member.role,
+                        "online": member.user_id in seen
+                        and (now - seen[member.user_id]).total_seconds() <= ONLINE_WITHIN_SECONDS,
+                        "lastSeenAt": (
+                            seen[member.user_id].isoformat() if member.user_id in seen else None
+                        ),
+                        "openDialogs": load.get(member.user_id, 0),
                     }
-                    for member in rows[:DIRECTORY_LIMIT]
+                    for member in shown
                 ],
                 "hasMoreEmployees": len(rows) > DIRECTORY_LIMIT,
             }
@@ -336,9 +373,9 @@ class LabelListView(APIView):
         name = str(request.data.get("name", "")).strip()
         color = str(request.data.get("color", "")).strip()
         if not name or len(name) > 60:
-            return Response({"detail": "Название метки: 1-60 символов"}, status=400)
+            return Response({"detail": t("conversations.label_name_length")}, status=400)
         if len(color) > 20:
-            return Response({"detail": "Некорректный цвет"}, status=400)
+            return Response({"detail": t("conversations.invalid_colour")}, status=400)
         existing = ConversationLabel.objects.filter(
             organization_id=request.tenant_context.organization_id, name__iexact=name
         ).first()
@@ -365,16 +402,16 @@ class LabelDetailView(APIView):
         try:
             label = self._label(request, label_id)
         except ConversationLabel.DoesNotExist:
-            return Response({"detail": "Метка не найдена"}, status=404)
+            return Response({"detail": t("conversations.label_not_found")}, status=404)
         if "name" in request.data:
             name = str(request.data.get("name", "")).strip()
             if not name or len(name) > 60:
-                return Response({"detail": "Название метки: 1-60 символов"}, status=400)
+                return Response({"detail": t("conversations.label_name_length")}, status=400)
             label.name = name
         if "color" in request.data:
             color = str(request.data.get("color", "")).strip()
             if len(color) > 20:
-                return Response({"detail": "Некорректный цвет"}, status=400)
+                return Response({"detail": t("conversations.invalid_colour")}, status=400)
             label.color = color
         label.save()
         return Response({"label": _label_payload(label)})
@@ -383,7 +420,7 @@ class LabelDetailView(APIView):
         try:
             label = self._label(request, label_id)
         except ConversationLabel.DoesNotExist:
-            return Response({"detail": "Метка не найдена"}, status=404)
+            return Response({"detail": t("conversations.label_not_found")}, status=404)
         label.delete()
         return Response(status=204)
 
@@ -405,13 +442,13 @@ class ReplyTemplateListView(APIView):
         title = str(request.data.get("title", "")).strip()
         text = str(request.data.get("text", "")).strip()
         if not title or len(title) > 120:
-            return Response({"detail": "Название шаблона: 1-120 символов"}, status=400)
+            return Response({"detail": t("conversations.template_name_length")}, status=400)
         if not text:
-            return Response({"detail": "Текст шаблона обязателен"}, status=400)
+            return Response({"detail": t("conversations.template_text_required")}, status=400)
         if ReplyTemplate.objects.filter(
             organization_id=request.tenant_context.organization_id, title__iexact=title
         ).exists():
-            return Response({"detail": "Шаблон с таким названием уже есть"}, status=409)
+            return Response({"detail": t("conversations.template_name_taken")}, status=409)
         template = ReplyTemplate.objects.create(
             organization_id=request.tenant_context.organization_id,
             title=title,
@@ -433,16 +470,16 @@ class ReplyTemplateDetailView(APIView):
         try:
             template = self._template(request, template_id)
         except ReplyTemplate.DoesNotExist:
-            return Response({"detail": "Шаблон не найден"}, status=404)
+            return Response({"detail": t("conversations.template_not_found")}, status=404)
         if "title" in request.data:
             title = str(request.data.get("title", "")).strip()
             if not title or len(title) > 120:
-                return Response({"detail": "Название шаблона: 1-120 символов"}, status=400)
+                return Response({"detail": t("conversations.template_name_length")}, status=400)
             template.title = title
         if "text" in request.data:
             text = str(request.data.get("text", "")).strip()
             if not text:
-                return Response({"detail": "Текст шаблона обязателен"}, status=400)
+                return Response({"detail": t("conversations.template_text_required")}, status=400)
             template.text = text
         template.save()
         return Response({"template": _template_payload(template)})
@@ -451,6 +488,6 @@ class ReplyTemplateDetailView(APIView):
         try:
             template = self._template(request, template_id)
         except ReplyTemplate.DoesNotExist:
-            return Response({"detail": "Шаблон не найден"}, status=404)
+            return Response({"detail": t("conversations.template_not_found")}, status=404)
         template.delete()
         return Response(status=204)

apps/backend/chatballs/conversations/clients.py

@@ -18,6 +18,7 @@ from django.db.models import (
 )
 from django.db.models.functions import Coalesce
 
+from chatballs.conversations.contact_avatars import contact_avatar_url_in
 from chatballs.conversations.models import (
     ConnectionIdentity,
     Contact,
@@ -26,10 +27,11 @@ from chatballs.conversations.models import (
     Conversation,
     LifecycleState,
 )
+from chatballs.i18n import t
 from chatballs.identity.audit_catalog import (
-    AUDIT_RESULT_LABELS,
     audit_action_label,
     audit_object_label,
+    audit_result_label,
 )
 from chatballs.identity.avatars import user_avatar_url_in
 from chatballs.identity.models import AuditEvent
@@ -154,9 +156,13 @@ def client_row(contact: Contact) -> dict:
     return {
         "id": contact.id,
         "cid": f"CUS-{contact.id}",
-        "name": contact.name or "Гость",
+        "name": contact.name or t("conversations.guest"),
+        # Признак анонимного посетителя: интерфейс красит его аватар иначе.
+        # Раньше он выводился из самой подписи регуляркой по слову «Гость» —
+        # на другом языке это перестало бы работать.
+        "isGuest": not contact.name,
         "phone": contact.phone,
-        "avatarUrl": contact.avatar_url,
+        "avatarUrl": contact_avatar_url_in(contact, contact.organization_id),
         "email": next(
             (
                 identity.external_user_id
@@ -181,7 +187,12 @@ def client_row(contact: Contact) -> dict:
 
 
 def _dialog_status(conversation: Conversation) -> str:
-    return {"closed": "Закрыт", "operator": "Оператор", "ai": "AI", "wait": "Ждёт оператора"}[_mode(conversation)]
+    return {
+        "closed": t("conversations.dialog_status_closed"),
+        "operator": t("conversations.dialog_status_operator"),
+        "ai": "AI",
+        "wait": t("conversations.dialog_status_wait"),
+    }[_mode(conversation)]
 
 
 def client_detail(organization_id: int, contact_id: int) -> dict:
@@ -252,9 +263,9 @@ def client_detail(organization_id: int, contact_id: int) -> dict:
     # Активность из жизненного цикла диалогов (created/closed) — реальные события.
     activity: list[dict] = []
     for conversation in conversations:
-        activity.append({"type": "created", "title": f"Диалог · {conversation.channel.name}", "at": conversation.created_at.isoformat()})
+        activity.append({"type": "created", "title": t("conversations.activity_started", channel=conversation.channel.name), "at": conversation.created_at.isoformat()})
         if conversation.lifecycle == LifecycleState.CLOSED:
-            activity.append({"type": "closed", "title": f"Диалог закрыт · {conversation.channel.name}", "at": conversation.last_activity_at.isoformat()})
+            activity.append({"type": "closed", "title": t("conversations.activity_closed", channel=conversation.channel.name), "at": conversation.last_activity_at.isoformat()})
     activity.sort(key=lambda item: item["at"], reverse=True)
 
     conversation_ids = [str(conversation.id) for conversation in conversations]
@@ -277,17 +288,21 @@ def client_detail(organization_id: int, contact_id: int) -> dict:
                 # тогда показываем код — как в журнале.
                 "action": audit_action_label(event.action) or event.action,
                 "object": audit_object_label(event.object_type, event.object_id),
-                "actor": (event.actor.full_name or event.actor.email) if event.actor_id else "Система",
-                "result": AUDIT_RESULT_LABELS.get(event.result, "Неизвестно"),
+                "actor": (event.actor.full_name or event.actor.email) if event.actor_id else t("admin.actor_system"),
+                "result": audit_result_label(event.result),
             }
         )
 
     return {
         "id": contact.id,
         "cid": f"CUS-{contact.id}",
-        "name": contact.name or "Гость",
+        "name": contact.name or t("conversations.guest"),
+        # Признак анонимного посетителя: интерфейс красит его аватар иначе.
+        # Раньше он выводился из самой подписи регуляркой по слову «Гость» —
+        # на другом языке это перестало бы работать.
+        "isGuest": not contact.name,
         "phone": contact.phone,
-        "avatarUrl": contact.avatar_url,
+        "avatarUrl": contact_avatar_url_in(contact, contact.organization_id),
         # Поля карточки из чата (описание, компания, город).
         "description": contact.description,
         "company": contact.company,
@@ -325,7 +340,7 @@ def _merges(organization_id: int, contact: Contact) -> list[dict]:
         {
             "id": row.id,
             "sourceId": row.source_id,
-            "sourceName": row.source.name or "Гость",
+            "sourceName": row.source.name or t("conversations.guest"),
             "sourceCid": f"CUS-{row.source_id}",
             "reason": row.reason,
             "actor": _actor_name(row.actor),
@@ -354,8 +369,9 @@ def _duplicate_candidate(organization_id: int, contact: Contact) -> dict | None:
     return {
         "id": other.id,
         "cid": f"CUS-{other.id}",
-        "name": other.name or "Гость",
-        "avatarUrl": other.avatar_url,
+        "name": other.name or t("conversations.guest"),
+        "isGuest": not other.name,
+        "avatarUrl": contact_avatar_url_in(other, other.organization_id),
         "dialogs": other.conversations.count(),
         "sources": sorted({identity.connection.provider for identity in identities}),
         "phone": other.phone,

apps/backend/chatballs/conversations/consumers.py

@@ -1,4 +1,9 @@
-"""WebSocket оповещений о диалогах (см. chatballs.conversations.realtime).
+"""WebSocket оповещений рабочего места (см. chatballs.conversations.realtime и
+chatballs.notifications.realtime).
+
+Сокет один на сессию: по нему идут и события диалогов, и события уведомлений.
+Второй сокет ради второго источника означал бы второе переподключение, вторую
+аутентификацию и вторую точку отказа на ровном месте.
 
 Правила:
 - аутентификация — сессией того же SPA (AuthMiddlewareStack), отдельного токена
@@ -22,8 +27,11 @@ from channels.generic.websocket import AsyncJsonWebsocketConsumer
 from chatballs.conversations.models import Conversation
 from chatballs.conversations.realtime import conversation_group, inbox_group
 from chatballs.conversations.selectors import conversation_is_visible
-from chatballs.identity.models import Organization, OrganizationMembership
+from chatballs.identity.models import OrganizationMembership
+from chatballs.notifications.realtime import user_group
+from chatballs.presence import touch
 from chatballs.tenancy.database import tenant_atomic
+from chatballs.tenancy.lookup import organization_by_public_id
 
 logger = logging.getLogger(__name__)
 
@@ -35,6 +43,8 @@ class ConversationEventsConsumer(AsyncJsonWebsocketConsumer):
         self.organization_id: int | None = None
         self.membership_id: int | None = None
         self.watched: str | None = None
+        self.personal: str | None = None
+        self.user_id: int | None = None
         user = self.scope.get("user")
         if user is None or not user.is_authenticated:
             await self.close(code=NOT_A_MEMBER_CLOSE)
@@ -45,20 +55,42 @@ class ConversationEventsConsumer(AsyncJsonWebsocketConsumer):
             await self.close(code=NOT_A_MEMBER_CLOSE)
             return
         self.organization_id, self.membership_id = resolved
+        self.user_id = user.id
+        # Открытый сокет и есть присутствие: ничего специально «включать» для
+        # этого сотрудник не должен (chatballs.presence).
+        await self._touch_presence()
         await self.channel_layer.group_add(inbox_group(self.organization_id), self.channel_name)
+        # Уведомления адресованы человеку, а не организации: у каждого своя группа.
+        self.personal = user_group(user.id)
+        await self.channel_layer.group_add(self.personal, self.channel_name)
         await self.accept()
 
     async def disconnect(self, code: int) -> None:
+        if self.organization_id is not None and self.user_id is not None:
+            # Не «его нет», а «здесь он был в последний раз».
+            await database_sync_to_async(touch)(self.organization_id, self.user_id)
         if self.organization_id is not None:
             await self.channel_layer.group_discard(
                 inbox_group(self.organization_id), self.channel_name
             )
+        if self.personal is not None:
+            await self.channel_layer.group_discard(self.personal, self.channel_name)
         if self.watched is not None:
             await self.channel_layer.group_discard(self.watched, self.channel_name)
 
     async def receive_json(self, content: dict, **kwargs) -> None:
-        """Клиент сообщает, какой диалог открыт: событий по нему он и ждёт."""
-        if content.get("type") != "watch" or self.organization_id is None:
+        """Клиент сообщает, какой диалог открыт: событий по нему он и ждёт.
+
+        Он же раз в минуту присылает heartbeat — по нему продлевается отметка
+        присутствия. Без неё ключ истекает сам, и оборванное соединение
+        перестаёт считаться живым без отдельного уборщика.
+        """
+        if self.organization_id is None:
+            return
+        if content.get("type") == "ping":
+            await self._touch_presence()
+            return
+        if content.get("type") != "watch":
             return
         conversation_id = content.get("conversationId")
         if self.watched is not None:
@@ -79,11 +111,18 @@ class ConversationEventsConsumer(AsyncJsonWebsocketConsumer):
     async def fanout(self, event: dict) -> None:
         await self.send_json(event["payload"])
 
+    async def _touch_presence(self) -> None:
+        if self.organization_id is None or self.user_id is None:
+            return
+        await database_sync_to_async(touch)(self.organization_id, self.user_id)
+
     @database_sync_to_async
     def _membership(self, user_id: int, raw_public_id: str) -> tuple[int, int] | None:
         try:
-            organization = Organization.objects.get(public_id=uuid.UUID(str(raw_public_id)))
-        except (ValueError, Organization.DoesNotExist):
+            organization = organization_by_public_id(uuid.UUID(str(raw_public_id)))
+        except ValueError:
+            return None
+        if organization is None:
             return None
         with tenant_atomic(organization.pk):
             membership = (

apps/backend/chatballs/conversations/contact_avatars.py

@@ -0,0 +1,87 @@
+"""Фото контакта: скачиваем у провайдера и отдаём со своего адреса.
+
+Рабочее место живёт под `Content-Security-Policy: img-src 'self'`, поэтому
+ссылка на CDN мессенджера до экрана не доезжает — оператор видит инициалы
+вместо лица. Значит, фото должно лежать у нас и отдаваться тенантным
+эндпоинтом, как фото сотрудника (`identity.avatars`).
+
+Источник фото запоминается в `Contact.avatar_source`: у MAX это адрес из
+профиля отправителя, у Telegram — идентификатор файла фотографии. Пока
+источник тот же, повторно ничего не качается. Строка `tg:none` означает «у
+человека в Telegram фото нет»: без неё каждое его сообщение стоило бы лишнего
+запроса к API.
+"""
+
+from __future__ import annotations
+
+import hashlib
+import logging
+
+from django.core.files.base import ContentFile
+
+from chatballs.conversations.models import Contact
+from chatballs.identity.avatars import image_type, organization_public_id
+
+logger = logging.getLogger(__name__)
+
+MAX_AVATAR_BYTES = 2 * 1024 * 1024
+# Проверено и фото нет: помним, чтобы не спрашивать провайдера снова.
+NO_AVATAR = "none"
+
+
+def contact_avatar_url_in(contact: Contact | None, organization_id: int) -> str | None:
+    """Ссылка на фото контакта для рабочего места; None — фото нет."""
+    if contact is None:
+        return None
+    if contact.avatar:
+        version = hashlib.sha1(contact.avatar.name.encode("utf-8")).hexdigest()[:8]
+        public_id = organization_public_id(organization_id)
+        return f"/api/v1/organizations/{public_id}/conversations/clients/{contact.id}/avatar/?v={version}"
+    # Демо-набор и старые записи держат ссылку на наш же адрес — она рабочая.
+    return contact.avatar_url or None
+
+
+def store_contact_avatar(contact: Contact, *, content: bytes, source: str) -> bool:
+    """Сохранить скачанное фото. False — это не картинка или она слишком велика."""
+    if not content or len(content) > MAX_AVATAR_BYTES:
+        return False
+    detected = image_type(content)
+    if detected is None:
+        return False
+    content_type, suffix = detected
+    if contact.avatar:
+        contact.avatar.delete(save=False)
+    contact.avatar.save(f"avatar{suffix}", ContentFile(content), save=False)
+    contact.avatar_content_type = content_type
+    contact.avatar_source = source[:512]
+    contact.save(update_fields=["avatar", "avatar_content_type", "avatar_source"])
+    return True
+
+
+def _checked_marker(source: str) -> str:
+    """«Фото по этому источнику спрашивали, его нет» — чтобы не спрашивать снова."""
+    return f"{NO_AVATAR}:{source}"[:512]
+
+
+def refresh_contact_avatar(integration, inbound, contact: Contact) -> None:
+    """Подтянуть фото отправителя, если провайдер его отдаёт и оно новое.
+
+    Сбой скачивания не мешает сообщению: фото — украшение карточки, а не её
+    содержание.
+    """
+    from chatballs.conversations import transports
+
+    try:
+        source = transports.avatar_source(integration, inbound)
+        if not source or contact.avatar_source in (source, _checked_marker(source)):
+            return
+        fetched = transports.download_avatar(integration, inbound)
+        if fetched is None:
+            contact.avatar_source = _checked_marker(source)
+            contact.save(update_fields=["avatar_source"])
+            return
+        content, source_key = fetched
+        if not store_contact_avatar(contact, content=content, source=source_key):
+            logger.info("Contact %s avatar from %s is not an image", contact.id, source_key)
+    except Exception as error:  # noqa: BLE001 - провайдер/сеть, деградация мягкая
+        logger.info("Contact %s avatar download failed: %s", contact.id, error)

apps/backend/chatballs/conversations/contacts_merge.py

@@ -13,6 +13,7 @@ from django.db import transaction
 from django.utils import timezone
 
 from chatballs.conversations.models import ConnectionIdentity, Contact, ContactMerge, Conversation
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 
 # Поля карточки, которые дозаполняются из исходного контакта, если у целевого
@@ -24,7 +25,7 @@ MIN_REASON_LENGTH = 5
 def _clean_reason(reason: str) -> str:
     cleaned = (reason or "").strip()
     if len(cleaned) < MIN_REASON_LENGTH:
-        raise ValidationError("Укажите причину объединения — она попадёт в журнал действий")
+        raise ValidationError(t("sales.merge_reason_required"))
     return cleaned[:2000]
 
 
@@ -33,14 +34,14 @@ def merge_contacts(*, organization, target_id: int, source_id: int, reason: str,
     """Перенести идентичности и диалоги source в target."""
     cleaned = _clean_reason(reason)
     if target_id == source_id:
-        raise ValidationError("Нельзя объединить контакт с самим собой")
+        raise ValidationError(t("sales.merge_self"))
     try:
         target = Contact.objects.select_for_update().get(organization=organization, id=target_id)
         source = Contact.objects.select_for_update().get(organization=organization, id=source_id)
     except Contact.DoesNotExist as error:
-        raise ValidationError("Контакт не найден") from error
+        raise ValidationError(t("sales.contact_not_found")) from error
     if source.merged_into_id is not None or target.merged_into_id is not None:
-        raise ValidationError("Контакт уже объединён с другим — сначала разъедините")
+        raise ValidationError(t("sales.already_merged"))
 
     identity_ids = list(ConnectionIdentity.objects.filter(contact=source).values_list("id", flat=True))
     conversation_ids = list(
@@ -94,9 +95,9 @@ def revert_merge(*, organization, merge_id: int, reason: str, actor, request=Non
     try:
         merge = ContactMerge.objects.select_for_update().get(organization=organization, id=merge_id)
     except ContactMerge.DoesNotExist as error:
-        raise ValidationError("Объединение не найдено") from error
+        raise ValidationError(t("sales.merge_not_found")) from error
     if merge.reverted_at is not None:
-        raise ValidationError("Это объединение уже разъединено")
+        raise ValidationError(t("sales.already_unmerged"))
 
     source = merge.source
     target = merge.target

apps/backend/chatballs/conversations/escalation.py

@@ -0,0 +1,184 @@
+"""Что происходит, когда диалог ждёт слишком долго.
+
+Раньше не происходило ничего. Про ждущий диалог операторов окликали ровно один
+раз, и дальше `dedup_key` на сутки гарантировал тишину: если в тот момент никто
+не смотрел на экран, диалог мог провисеть до автозакрытия, и узнать об этом было
+неоткуда.
+
+Уровень выбирается по времени ожидания, а не по счётчику попыток: состояние
+хранить не нужно, потому что повтор гасит тот же `dedup_key` — свой у каждого
+уровня. Свип идеемпотентен и может выполняться сколь угодно часто.
+
+Назначенный диалог не эскалируется: он не в общей очереди, а в личной, и у неё
+свой срок — не взял, значит возвращаем всем.
+
+Присутствие сокращает ожидание, но не заменяет его. Если в группе диалога сейчас
+никого нет за рабочим местом, ждать второго порога бессмысленно: напоминать
+некому, и круг расширяется сразу. Обратного правила нет — присутствие никого не
+задерживает и ничего не запрещает, потому что ошибается в обе стороны.
+"""
+
+from __future__ import annotations
+
+import logging
+from datetime import datetime, timedelta
+
+from django.utils import timezone
+
+from chatballs.conversations.models import (
+    ControlMode,
+    Conversation,
+    LifecycleState,
+    Message,
+    MessageAuthor,
+    SystemEvent,
+)
+from chatballs.conversations.queue_models import QueueEscalationPolicy, policy_for
+from chatballs.conversations.services import operator_label
+from chatballs.i18n import t
+from chatballs.notifications.models import (
+    NotificationAudience,
+    NotificationLevel,
+    NotificationType,
+)
+from chatballs.notifications.recipients import audience_user_ids
+from chatballs.notifications.services import notify, notify_management
+from chatballs.presence import online_user_ids
+from chatballs.tenancy.context import TenantContext
+
+logger = logging.getLogger(__name__)
+
+
+def _contact_name(conversation: Conversation) -> str:
+    return getattr(conversation.contact, "name", "") or t("conversations.guest")
+
+
+def _waiting_conversations(context: TenantContext):
+    return Conversation.objects.filter(
+        organization=context.organization,
+        lifecycle=LifecycleState.OPEN,
+        control_mode=ControlMode.PAUSED,
+        waiting_since__isnull=False,
+    ).select_related("contact", "assigned_operator", "group")
+
+
+def sweep_waiting_conversations(context: TenantContext) -> int:
+    """Оклики по ждущим диалогам организации. Возвращает число новых уведомлений."""
+    policy = policy_for(context.organization)
+    now = timezone.now()
+    fired = 0
+    for conversation in _waiting_conversations(context):
+        if conversation.assigned_operator_id:
+            fired += _expire_stale_assignment(context, conversation, policy, now)
+        else:
+            fired += _escalate(context, conversation, policy, now)
+    return fired
+
+
+def _nobody_is_watching(context: TenantContext, conversation: Conversation) -> bool:
+    """В группе диалога никого нет за рабочим местом."""
+    watchers = audience_user_ids(
+        organization_id=context.organization_id,
+        audience=NotificationAudience.OPERATORS,
+        group_id=conversation.group_id,
+    )
+    return not online_user_ids(context.organization_id, watchers)
+
+
+def _escalate(
+    context: TenantContext,
+    conversation: Conversation,
+    policy: QueueEscalationPolicy,
+    now: datetime,
+) -> int:
+    waited = now - conversation.waiting_since
+    contact = _contact_name(conversation)
+    common = {
+        "context": context,
+        "type": NotificationType.DIALOG_WAITING_LONG,
+        "text_params": {"contact": contact},
+        "target_id": conversation.id,
+        "source_type": "Conversation",
+        "source_id": conversation.id,
+    }
+    fired = 0
+    if waited >= timedelta(minutes=policy.remind_after_minutes):
+        # Тот же круг, что и в первый раз: смена на месте, просто не заметила.
+        fired += notify(
+            audience=NotificationAudience.OPERATORS,
+            audience_group=conversation.group,
+            level=NotificationLevel.WARNING,
+            title=f"Диалог всё ещё ждёт · {contact}",
+            title_key="notifications.still_waiting",
+            body_key="notifications.still_waiting_body",
+            dedup_key=f"waiting:{conversation.id}:remind",
+            **common,
+        ) is not None
+    widen_after = policy.widen_after_minutes
+    if waited >= timedelta(minutes=policy.remind_after_minutes) and _nobody_is_watching(
+        context, conversation
+    ):
+        # Некому заметить напоминание — второй порог ждать незачем.
+        widen_after = min(widen_after, policy.remind_after_minutes)
+    if waited >= timedelta(minutes=widen_after):
+        # Круг шире группы: в своей группе ответить некому.
+        fired += notify(
+            audience=NotificationAudience.OPERATORS,
+            audience_group=None,
+            level=NotificationLevel.WARNING,
+            title=f"Диалог всё ещё ждёт · {contact}",
+            title_key="notifications.still_waiting",
+            body_key="notifications.still_waiting_body",
+            dedup_key=f"waiting:{conversation.id}:widen",
+            **common,
+        ) is not None
+    if waited >= timedelta(minutes=policy.escalate_after_minutes):
+        # Это уже не про сменщика, а про то, что смены нет.
+        fired += notify_management(
+            level=NotificationLevel.CRITICAL,
+            title=f"Диалог никто не берёт · {contact}",
+            title_key="notifications.waiting_unattended",
+            body_key="notifications.waiting_unattended_body",
+            dedup_key=f"waiting:{conversation.id}:management",
+            **common,
+        )
+    return fired
+
+
+def _expire_stale_assignment(
+    context: TenantContext,
+    conversation: Conversation,
+    policy: QueueEscalationPolicy,
+    now: datetime,
+) -> int:
+    if conversation.assigned_at is None:
+        return 0
+    if now - conversation.assigned_at < timedelta(minutes=policy.assignment_timeout_minutes):
+        return 0
+    label = operator_label(conversation.assigned_operator)
+    conversation.assigned_operator = None
+    conversation.assigned_at = None
+    conversation.save(update_fields=["assigned_operator", "assigned_at"])
+    Message.objects.create(
+        conversation=conversation,
+        author_type=MessageAuthor.SYSTEM,
+        system_event=SystemEvent.ASSIGNMENT_EXPIRED,
+        system_params={"operator": label},
+        text=f"{label} не взял диалог — он вернулся в очередь",
+    )
+    logger.info("Assignment on conversation %s expired", conversation.id)
+    contact = _contact_name(conversation)
+    return notify(
+        context=context,
+        type=NotificationType.OPERATOR_REQUESTED,
+        audience=NotificationAudience.OPERATORS,
+        audience_group=conversation.group,
+        level=NotificationLevel.WARNING,
+        title=f"Диалог снова ничей · {contact}",
+        title_key="notifications.assignment_expired",
+        text_params={"contact": contact, "operator": label},
+        target_id=conversation.id,
+        source_type="Conversation",
+        source_id=conversation.id,
+        dedup_key=f"unassigned:{conversation.id}:{conversation.waiting_since.isoformat()}",
+    ) is not None

apps/backend/chatballs/conversations/ingest.py

@@ -13,11 +13,11 @@ from dataclasses import dataclass
 from django.db import IntegrityError, transaction
 from django.utils import timezone
 
-from chatballs.ai.limits import LimitExceeded
 from chatballs.ai.provider.base import ProviderError
 from chatballs.ai.runtime import HANDOFF_TOKEN
 from chatballs.channels.runtime import run_channel_turn
 from chatballs.conversations import transports
+from chatballs.conversations.contact_avatars import refresh_contact_avatar
 from chatballs.conversations.models import (
     ConnectionIdentity,
     Contact,
@@ -28,10 +28,13 @@ from chatballs.conversations.models import (
     Message,
     MessageAuthor,
     MessageKind,
+    SystemEvent,
     TranscriptStatus,
 )
+from chatballs.conversations.queue import QUEUE_FIELDS, enter_queue, is_waiting
 from chatballs.conversations.transports.base import InboundMessage
 from chatballs.events.models import EventOwnership, InboxEvent
+from chatballs.i18n import t
 from chatballs.notifications.models import NotificationAudience, NotificationType
 from chatballs.notifications.services import notify, notify_management
 from chatballs.tenancy.context import TenantContext
@@ -97,7 +100,7 @@ class TranscriptionJob:
 
 def prepare_transcription(channel, message: Message) -> TranscriptionJob | None:
     """Шаг в транзакции: провайдер организации, модель и байты аудио."""
-    from chatballs.ai.provider.factory import get_provider
+    from chatballs.ai.provider.factory import get_transcription_provider
     from chatballs.ai.provider.routing import (
         DEFAULT_TRANSCRIPTION_MODEL,
         resolve_transcription_model,
@@ -105,7 +108,7 @@ def prepare_transcription(channel, message: Message) -> TranscriptionJob | None:
 
     if not message.audio:
         return None
-    provider = get_provider(channel=channel)
+    provider = get_transcription_provider(channel=channel)
     try:
         model = resolve_transcription_model(channel)
     except ProviderError:
@@ -175,13 +178,27 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
     context = TenantContext.for_resource(channel.organization)
     agent = getattr(channel, "ai_agent", None)
     ai_available = bool(agent and agent.is_active)
+    if not ai_available:
+        # Частая причина «диалог сразу ждёт оператора»: у канала подключения нет
+        # агента или он не активен. В журнале это должно быть видно одной
+        # строкой, иначе настройку ищут перебором.
+        logger.info(
+            "Channel %s has no active AI agent (agent=%s) — conversation goes to the operator queue",
+            channel.id,
+            getattr(agent, "status", None),
+        )
     source = f"{integration.provider.lower()}:{integration.id}"
     if _already_processed(context, source, inbound.external_id, inbound.text):
         return
 
     # Явный шаринг контакта: сообщение без текста, но с телефоном.
     is_contact_share = bool(inbound.phone)
-    is_voice = bool(inbound.voice_file_id or inbound.voice_url or inbound.voice_content)
+    is_voice = bool(
+        inbound.voice_file_id
+        or inbound.voice_url
+        or inbound.voice_content
+        or inbound.voice_unavailable
+    )
     files = tuple(inbound.files or ())
     # Файлы без текста: сообщение-контейнер не создаём, каждый файл — своя реплика.
     files_only = bool(files) and not inbound.text and not is_contact_share and not is_voice
@@ -222,11 +239,12 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
             if identity.phone_verified_at is None:
                 identity.phone_verified_at = timezone.now()
                 identity.save(update_fields=["phone_verified_at"])
-        # Аватар обновляем при каждом заходе: провайдер может сменить фото,
-        # а контакт ещё не шарил телефон (is_contact_share=False).
+        # Адрес фото у провайдера храним как было, но показываем оператору не
+        # его: страница под CSP `img-src 'self'` чужую картинку не покажет.
         if inbound.avatar_url and contact.avatar_url != inbound.avatar_url:
             contact.avatar_url = inbound.avatar_url
             contact.save(update_fields=["avatar_url"])
+        refresh_contact_avatar(integration, inbound, contact)
 
         conversation = (
             Conversation.objects.filter(channel=channel, contact=contact, lifecycle=LifecycleState.OPEN)
@@ -248,6 +266,7 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
                 external_chat_id=inbound.chat_id,
                 control_mode=ControlMode.AI if ai_available else ControlMode.PAUSED,
                 expected_responder=ExpectedResponder.AI if ai_available else ExpectedResponder.OPERATOR,
+                waiting_since=None if ai_available else timezone.now(),
                 previous_conversation=previous,
             )
         elif inbound.chat_id and not conversation.external_chat_id:
@@ -281,9 +300,8 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         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"])
+            enter_queue(conversation)
+            update_fields.extend(QUEUE_FIELDS)
         if inbound.thread_meta:
             # Email: Message-ID последнего входящего — для ответа в тред;
             # тема диалога фиксируется по первому письму (ADR-CHATBALLS-0035).
@@ -297,12 +315,28 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         conversation.save(update_fields=update_fields)
 
     if is_new:
+        # Диалог, которым занялся агент, — это «новый диалог» и больше ничего.
+        # Диалог, отвечать в котором некому, — уже просьба о человеке: событие
+        # одно, а смысл для смены разный, и подписки на них тоже разные.
         notify(
             context=context,
-            type=NotificationType.DIALOG_WAITING,
+            type=(
+                NotificationType.OPERATOR_REQUESTED
+                if is_waiting(conversation)
+                else NotificationType.NEW_DIALOG
+            ),
             audience=NotificationAudience.OPERATORS,
+            audience_group=conversation.group,
             title=f"Новый диалог · {channel.name}",
             body=f"{contact.name or 'Гость'} · {integration.provider}: {message_text[:80]}",
+            title_key="notifications.new_dialog",
+            body_key="notifications.new_dialog_body",
+            text_params={
+                "channel": channel.name,
+                "contact": contact.name or t("conversations.guest"),
+                "provider": integration.provider,
+                "preview": message_text[:80],
+            },
             target_id=conversation.id,
             source_type="Conversation",
             source_id=conversation.id,
@@ -315,9 +349,12 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
             context=context,
             type=NotificationType.DIALOG_NEW_MESSAGE,
             audience=NotificationAudience.USER if operator else NotificationAudience.OPERATORS,
+            audience_group=conversation.group,
             recipient_user=operator,
             title=f"Новое сообщение · {contact.name or 'Гость'}",
             body=message_text[:120],
+            title_key="notifications.new_message",
+            text_params={"contact": contact.name or t("conversations.guest")},
             target_id=conversation.id,
             source_type="Conversation",
             source_id=conversation.id,
@@ -342,17 +379,20 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         ai_input = transcribe_voice_message(channel, message)
     if (is_voice and not ai_input) or files_only:
         if conversation.control_mode == ControlMode.AI:
-            conversation.control_mode = ControlMode.PAUSED
-            conversation.expected_responder = ExpectedResponder.OPERATOR
-            conversation.save(update_fields=["control_mode", "expected_responder"])
+            enter_queue(conversation)
+            conversation.save(update_fields=QUEUE_FIELDS)
             if is_new:
                 return
             notify(
                 context=context,
-                type=NotificationType.DIALOG_WAITING,
+                type=NotificationType.OPERATOR_REQUESTED,
                 audience=NotificationAudience.OPERATORS,
+                audience_group=conversation.group,
                 title=f"Нужен оператор · {contact.name or 'Гость'}",
+                title_key="notifications.operator_needed",
+                text_params={"contact": contact.name or t("conversations.guest")},
                 body="Голосовое без расшифровки" if is_voice else message_text[:120],
+                body_key="notifications.voice_without_transcript" if is_voice else "",
                 target_id=conversation.id,
                 source_type="Conversation",
                 source_id=conversation.id,
@@ -367,24 +407,31 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
 
     try:
         result = run_channel_turn(channel=channel, message=ai_input, history=_history(conversation))
-    except (ProviderError, LimitExceeded) as error:
-        # Сбой AI (провайдер недоступен) или срабатывание лимита стоимости не должны
-        # «терять» сообщение: переводим диалог в очередь к оператору, уведомляем и
-        # отвечаем клиенту понятным fallback.
+    except ProviderError as error:
+        # Сбой AI не должен «терять» сообщение: переводим диалог в очередь к
+        # оператору, уведомляем и отвечаем клиенту понятным fallback.
         logger.warning("AI turn failed for conversation %s: %s", conversation.id, error)
-        conversation.control_mode = ControlMode.PAUSED
-        conversation.expected_responder = ExpectedResponder.OPERATOR
+        enter_queue(conversation)
         conversation.last_activity_at = timezone.now()
-        conversation.save(update_fields=["control_mode", "expected_responder", "last_activity_at"])
-        Message.objects.create(conversation=conversation, author_type=MessageAuthor.SYSTEM, text="AI недоступен — диалог передан оператору")
+        conversation.save(update_fields=[*QUEUE_FIELDS, "last_activity_at"])
+        Message.objects.create(
+            conversation=conversation,
+            author_type=MessageAuthor.SYSTEM,
+            system_event=SystemEvent.AI_UNAVAILABLE,
+            text="AI недоступен — диалог передан оператору",
+        )
         fallback = "Извините, прямо сейчас не получается ответить. Я передал ваш вопрос специалисту — он скоро подключится."
         Message.objects.create(conversation=conversation, author_type=MessageAuthor.AI, text=fallback)
         notify(
             context=context,
-            type=NotificationType.DIALOG_WAITING,
+            type=NotificationType.OPERATOR_REQUESTED,
             audience=NotificationAudience.OPERATORS,
+            audience_group=conversation.group,
             title=f"Нужен оператор · {contact.name or 'Гость'}",
+            title_key="notifications.operator_needed",
+            text_params={"contact": contact.name or t("conversations.guest")},
             body="AI временно недоступен, диалог ждёт ответа",
+            body_key="notifications.ai_unavailable_waiting",
             target_id=conversation.id,
             source_type="Conversation",
             source_id=conversation.id,
@@ -392,9 +439,12 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
         )
         notify_management(
             context=context,
-            type=NotificationType.INTEGRATION_ERROR,
+            type=NotificationType.AI_STOPPED,
             title=f"Ошибка AI · {channel.name}",
             body="AI временно недоступен, диалог передан оператору",
+            title_key="notifications.ai_error",
+            body_key="notifications.ai_unavailable_handed_over",
+            text_params={"channel": channel.name},
             target_id=conversation.id,
             source_type="Conversation",
             source_id=conversation.id,
@@ -411,19 +461,26 @@ def ingest_inbound(integration, inbound: InboundMessage) -> None:
     Message.objects.create(conversation=conversation, author_type=MessageAuthor.AI, text=reply)
     conversation.last_activity_at = timezone.now()
     if handoff:
-        conversation.control_mode = ControlMode.PAUSED
-        conversation.expected_responder = ExpectedResponder.OPERATOR
+        enter_queue(conversation)
     else:
         conversation.expected_responder = ExpectedResponder.CUSTOMER
-    conversation.save(update_fields=["control_mode", "last_activity_at", "expected_responder"])
+    conversation.save(update_fields=[*QUEUE_FIELDS, "last_activity_at"])
 
     if handoff:
-        Message.objects.create(conversation=conversation, author_type=MessageAuthor.SYSTEM, text="AI передал диалог оператору")
+        Message.objects.create(
+            conversation=conversation,
+            author_type=MessageAuthor.SYSTEM,
+            system_event=SystemEvent.AI_HANDED_OVER,
+            text="AI передал диалог оператору",
+        )
         notify(
             context=context,
-            type=NotificationType.DIALOG_WAITING,
+            type=NotificationType.OPERATOR_REQUESTED,
             audience=NotificationAudience.OPERATORS,
+            audience_group=conversation.group,
             title=f"AI передал диалог · {contact.name or 'Гость'}",
+            title_key="notifications.ai_handed_over",
+            text_params={"contact": contact.name or t("conversations.guest")},
             body=ai_input[:120],
             target_id=conversation.id,
             source_type="Conversation",

apps/backend/chatballs/conversations/migrations/0021_i18n_events.py

@@ -0,0 +1,23 @@
+# Generated by Django 5.2.17 on 2026-09-09 19:15
+
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('conversations', '0020_conversation_last_message_at_and_more'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='message',
+            name='system_event',
+            field=models.CharField(blank=True, choices=[('operator_took', 'Оператор перехватил диалог'), ('returned_to_ai', 'Диалог возвращён AI'), ('returned_to_queue', 'Диалог возвращён в очередь'), ('ai_unavailable', 'AI недоступен'), ('ai_handed_over', 'AI передал диалог оператору'), ('call_requested', 'Запрошен звонок'), ('call_accepted', 'Клиент принял приглашение'), ('call_declined', 'Клиент отклонил приглашение'), ('call_cancelled', 'Приглашение отменено'), ('call_missed', 'Звонок пропущен'), ('call_expired', 'Приглашение истекло'), ('call_started', 'Звонок начался'), ('call_ended', 'Звонок завершён'), ('call_failed', 'Звонок не состоялся')], default='', max_length=32),
+        ),
+        migrations.AddField(
+            model_name='message',
+            name='system_params',
+            field=models.JSONField(blank=True, default=dict),
+        ),
+    ]

apps/backend/chatballs/conversations/migrations/0022_conversation_waiting_since.py

@@ -0,0 +1,40 @@
+"""Время ожидания в очереди — отдельным полем.
+
+Раньше «дольше всех ждущий» вычислялся по времени последнего сообщения, и
+очередь работала обратно смыслу: клиент, напомнивший о себе, двигал
+last_message_at вперёд и падал в конец очереди. Поле ставится один раз при входе
+в очередь (chatballs.conversations.queue) и снимается при выходе из неё.
+
+Backfill берёт last_message_at — единственное, что известно про уже ждущие
+диалоги. Для них порядок не ухудшится: в старой сортировке ключ был тот же.
+"""
+
+from django.db import migrations, models
+
+BACKFILL = """
+UPDATE conversations_conversation
+SET waiting_since = last_message_at
+WHERE lifecycle = 'OPEN' AND control_mode = 'PAUSED' AND waiting_since IS NULL
+"""
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('conversations', '0021_i18n_events'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='conversation',
+            name='waiting_since',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.RunSQL(sql=BACKFILL, reverse_sql=migrations.RunSQL.noop),
+        migrations.AddIndex(
+            model_name='conversation',
+            index=models.Index(
+                fields=['organization', 'waiting_since'], name='conv_waiting_order'
+            ),
+        ),
+    ]

apps/backend/chatballs/conversations/migrations/0023_queue_escalation.py

@@ -0,0 +1,46 @@
+"""Личная очередь и пороги эскалации.
+
+assigned_at нужен, чтобы у назначения был срок: waiting_since для этого не
+годится — назначить могут и через час после того, как диалог встал в очередь.
+Пороги — строка на организацию с дефолтами: «долго» у круглосуточной
+поддержки и у приёма по будням означает разное.
+"""
+
+
+import django.db.models.deletion
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('conversations', '0022_conversation_waiting_since'),
+        ('identity', '0039_remove_organization_currency'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='conversation',
+            name='assigned_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AlterField(
+            model_name='message',
+            name='system_event',
+            field=models.CharField(blank=True, choices=[('operator_took', 'Оператор перехватил диалог'), ('returned_to_ai', 'Диалог возвращён AI'), ('returned_to_queue', 'Диалог возвращён в очередь'), ('ai_unavailable', 'AI недоступен'), ('ai_handed_over', 'AI передал диалог оператору'), ('assigned_to', 'Диалог назначен сотруднику'), ('assignment_expired', 'Назначение истекло'), ('call_requested', 'Запрошен звонок'), ('call_accepted', 'Клиент принял приглашение'), ('call_declined', 'Клиент отклонил приглашение'), ('call_cancelled', 'Приглашение отменено'), ('call_missed', 'Звонок пропущен'), ('call_expired', 'Приглашение истекло'), ('call_started', 'Звонок начался'), ('call_ended', 'Звонок завершён'), ('call_failed', 'Звонок не состоялся')], default='', max_length=32),
+        ),
+        migrations.CreateModel(
+            name='QueueEscalationPolicy',
+            fields=[
+                ('id', models.BigAutoField(auto_created=True, primary_key=True, serialize=False, verbose_name='ID')),
+                ('remind_after_minutes', models.PositiveIntegerField(default=5)),
+                ('widen_after_minutes', models.PositiveIntegerField(default=15)),
+                ('escalate_after_minutes', models.PositiveIntegerField(default=30)),
+                ('assignment_timeout_minutes', models.PositiveIntegerField(default=10)),
+                ('organization', models.OneToOneField(on_delete=django.db.models.deletion.CASCADE, related_name='queue_policy', to='identity.organization')),
+            ],
+            options={
+                'db_table': 'conversations_queueescalationpolicy',
+            },
+        ),
+    ]

apps/backend/chatballs/conversations/migrations/0024_queue_policy_author.py

@@ -0,0 +1,26 @@
+# Generated by Django 5.2.16 on 2026-09-13 19:15
+
+import django.db.models.deletion
+from django.conf import settings
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('conversations', '0023_queue_escalation'),
+        migrations.swappable_dependency(settings.AUTH_USER_MODEL),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='queueescalationpolicy',
+            name='updated_at',
+            field=models.DateTimeField(blank=True, null=True),
+        ),
+        migrations.AddField(
+            model_name='queueescalationpolicy',
+            name='updated_by',
+            field=models.ForeignKey(blank=True, null=True, on_delete=django.db.models.deletion.SET_NULL, related_name='+', to=settings.AUTH_USER_MODEL),
+        ),
+    ]

apps/backend/chatballs/conversations/migrations/0025_contact_avatar_contact_avatar_content_type_and_more.py

@@ -0,0 +1,29 @@
+# Generated by Django 5.2.16 on 2026-09-14 21:32
+
+import chatballs.conversations.models
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+
+    dependencies = [
+        ('conversations', '0024_queue_policy_author'),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name='contact',
+            name='avatar',
+            field=models.FileField(blank=True, default='', max_length=512, upload_to=chatballs.conversations.models.contact_avatar_upload_path),
+        ),
+        migrations.AddField(
+            model_name='contact',
+            name='avatar_content_type',
+            field=models.CharField(blank=True, default='', max_length=64),
+        ),
+        migrations.AddField(
+            model_name='contact',
+            name='avatar_source',
+            field=models.CharField(blank=True, default='', max_length=512),
+        ),
+    ]

apps/backend/chatballs/conversations/models.py

@@ -4,12 +4,21 @@ from django.contrib.postgres.search import SearchVector
 from django.db import models
 from django.utils import timezone
 
+from chatballs.i18n import t
 from chatballs.tenancy.models import TenantRelationModel
 
 # Минимальный домен диалогов (ADR-HUB-0001/0002/0003/0006). Состояние диалога
 # разделено на независимые оси; перехват оператором — атомарный.
 
 
+def contact_avatar_upload_path(instance: "Contact", filename: str) -> str:
+    import uuid
+    from pathlib import Path
+
+    suffix = Path(filename).suffix.lower()[:8] or ".jpg"
+    return f"organizations/{instance.organization.public_id}/contacts/{uuid.uuid4().hex}{suffix}"
+
+
 class Contact(models.Model):
     organization = models.ForeignKey("identity.Organization", on_delete=models.PROTECT, related_name="contacts")
     name = models.CharField(max_length=255, blank=True)
@@ -21,6 +30,16 @@ class Contact(models.Model):
     # getUpdates, поэтому для него поле остаётся пустым. Хранится только URL —
     # само изображение живёт на стороне провайдера.
     avatar_url = models.URLField(max_length=512, blank=True, default="")
+    # Фото контакта, скачанное у провайдера и лежащее у нас. Внешней ссылкой
+    # обойтись нельзя: страница рабочего места живёт под CSP `img-src 'self'`,
+    # и картинка с чужого домена до экрана не доезжает — оператор видит
+    # инициалы вместо фото. Источник запоминается, чтобы не качать то же самое
+    # на каждое сообщение.
+    avatar = models.FileField(
+        upload_to=contact_avatar_upload_path, max_length=512, blank=True, default=""
+    )
+    avatar_content_type = models.CharField(max_length=64, blank=True, default="")
+    avatar_source = models.CharField(max_length=512, blank=True, default="")
     # Карточка контакта (дизайн-базлайн v2, решение 5): описание, компания, город —
     # заполняет оператор.
     description = models.TextField(blank=True, default="")
@@ -165,6 +184,10 @@ class Conversation(models.Model):
     lifecycle = models.CharField(max_length=16, choices=LifecycleState.choices, default=LifecycleState.OPEN)
     control_mode = models.CharField(max_length=16, choices=ControlMode.choices, default=ControlMode.AI)
     expected_responder = models.CharField(max_length=16, choices=ExpectedResponder.choices, default=ExpectedResponder.AI)
+    # С какого момента диалог ждёт человека (chatballs.conversations.queue).
+    # Не «последнее сообщение»: клиент, написавший повторно, ждёт не меньше, а
+    # больше прежнего, и в очереди обязан оставаться выше, а не ниже.
+    waiting_since = models.DateTimeField(null=True, blank=True)
     # Группа видимости (ADR-CHATBALLS-0043): наследуется от group агента/канала при
     # создании, переносится вручную. NULL — диалог виден всем сотрудникам.
     group = models.ForeignKey(
@@ -176,6 +199,9 @@ class Conversation(models.Model):
     )
     # «Ответственный» (ADR-CHATBALLS-0043): видит диалог независимо от групп.
     assigned_operator = models.ForeignKey(settings.AUTH_USER_MODEL, on_delete=models.SET_NULL, null=True, blank=True, related_name="assigned_conversations")
+    # Когда назначили. С этого момента идёт срок личной очереди: не взял —
+    # диалог возвращается в общую (chatballs.conversations.escalation).
+    assigned_at = models.DateTimeField(null=True, blank=True)
     # Дизайн-базлайн v2: приоритет, метки и заметка оператора.
     priority = models.CharField(
         max_length=8, choices=ConversationPriority.choices, default=ConversationPriority.NONE
@@ -218,6 +244,10 @@ class Conversation(models.Model):
             models.Index(
                 fields=["contact", "-last_activity_at"], name="conv_contact_recent"
             ),
+            # Очередь к оператору: кто ждёт дольше всех и не дождался порога.
+            models.Index(
+                fields=["organization", "waiting_since"], name="conv_waiting_order"
+            ),
         ]
         constraints = [
             # Диалог всегда принадлежит контакту.
@@ -254,7 +284,36 @@ class MessageAuthor(models.TextChoices):
     CONTACT = "CONTACT", "Клиент"
     AI = "AI", "AI"
     OPERATOR = "OPERATOR", "Оператор"
-    SYSTEM = "SYSTEM", "Система"
+    SYSTEM = "SYSTEM", t("admin.actor_system")
+
+
+class SystemEvent(models.TextChoices):
+    """Код системного события диалога.
+
+    Текст события раньше писался в ``text`` по-русски и оставался таким
+    навсегда: история — записи, а не подписи, и перевести её задним числом
+    нельзя. Поэтому в базу идёт код, а фразу собирает интерфейс на языке того,
+    кто её читает. ``text`` продолжает заполняться: он остаётся и запасным
+    вариантом для строк, записанных до этого поля, и тем, что видно в базе
+    глазами.
+    """
+
+    OPERATOR_TOOK = "operator_took", "Оператор перехватил диалог"
+    RETURNED_TO_AI = "returned_to_ai", "Диалог возвращён AI"
+    RETURNED_TO_QUEUE = "returned_to_queue", "Диалог возвращён в очередь"
+    AI_UNAVAILABLE = "ai_unavailable", "AI недоступен"
+    AI_HANDED_OVER = "ai_handed_over", "AI передал диалог оператору"
+    ASSIGNED_TO = "assigned_to", "Диалог назначен сотруднику"
+    ASSIGNMENT_EXPIRED = "assignment_expired", "Назначение истекло"
+    CALL_REQUESTED = "call_requested", "Запрошен звонок"
+    CALL_ACCEPTED = "call_accepted", "Клиент принял приглашение"
+    CALL_DECLINED = "call_declined", "Клиент отклонил приглашение"
+    CALL_CANCELLED = "call_cancelled", "Приглашение отменено"
+    CALL_MISSED = "call_missed", "Звонок пропущен"
+    CALL_EXPIRED = "call_expired", "Приглашение истекло"
+    CALL_STARTED = "call_started", "Звонок начался"
+    CALL_ENDED = "call_ended", "Звонок завершён"
+    CALL_FAILED = "call_failed", "Звонок не состоялся"
 
 
 class MessageKind(models.TextChoices):
@@ -300,6 +359,11 @@ 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)
+    # Системное событие: код и его параметры (имя оператора, длительность).
+    # Пустой код — обычное сообщение либо системная запись, сделанная до
+    # появления поля; такие показываются по сохранённому тексту.
+    system_event = models.CharField(max_length=32, choices=SystemEvent.choices, blank=True, default="")
+    system_params = models.JSONField(default=dict, blank=True)
     # Санитизированный HTML входящего email. Остальные транспорты и исходящие
     # ответы используют plain text.
     content_html = models.TextField(blank=True)
@@ -323,6 +387,13 @@ class Message(TenantRelationModel):
         ordering = ["created_at"]
         indexes = [
             # Полнотекстовый поиск по сообщениям (поиск в списке диалогов).
+            #
+            # Конфигурация «russian» покрывает обе переписки, и второй индекс
+            # под английский был бы тратой места: в ней asciiword отдан
+            # english_stem, а word — russian_stem, поэтому английские слова
+            # стеммятся английским стеммером, а русские русским. Обратное
+            # неверно: «english» оставляет кириллицу без основы. Проверено
+            # тестом conversations/test_search_language.py.
             GinIndex(
                 SearchVector("text", config="russian"),
                 name="conv_message_text_fts",
@@ -360,3 +431,11 @@ class ReplyTemplate(models.Model):
 
     def __str__(self) -> str:
         return f"template:{self.organization_id}/{self.title}"
+
+
+# Django импортирует только models.py: пороги очереди лежат рядом, чтобы не
+# растить этот файл, и переэкспортируются здесь ради регистрации модели.
+from chatballs.conversations.queue_models import (  # noqa: E402, F401
+    QueueEscalationPolicy,
+    policy_for,
+)

apps/backend/chatballs/conversations/poller.py

@@ -22,6 +22,8 @@ def poll_all_messengers(context) -> int:
             channel__is_active=True,
         ).exclude(secret="")
         if integration.config.get("purpose") != "notifications"
+        # Демо-подключения из демо-набора: токены ненастоящие, опрашивать нечего.
+        and not integration.config.get("demoSeed")
     ]
     total = 0
     for integration in integrations:

apps/backend/chatballs/conversations/queue.py

@@ -0,0 +1,69 @@
+"""Очередь к оператору: единственное место, где диалог в неё входит и выходит.
+
+Правило «диалог ждёт человека» — это три поля сразу: control_mode = PAUSED,
+expected_responder = OPERATOR и момент, с которого пошло ожидание. Раньше первые
+два выставлялись в шести местах подряд (создание диалога без доступного AI,
+клиент написал в диалог без AI, голосовое без расшифровки, сбой провайдера,
+хендофф агента, ручной возврат оператором), а третьего не было вовсе: «дольше
+всех ждущий» считался по времени последнего сообщения.
+
+Из-за этого очередь вела себя обратно смыслу. Клиент, который писал повторно,
+двигал last_message_at вперёд и падал в конец очереди: чем настойчивее человек,
+тем позже до него доходили руки. Поэтому waiting_since ставится один раз — при
+входе в очередь — и не обновляется, пока диалог из неё не вышел.
+"""
+
+from __future__ import annotations
+
+from datetime import datetime
+
+from django.utils import timezone
+
+from chatballs.conversations.models import (
+    ControlMode,
+    Conversation,
+    ExpectedResponder,
+    LifecycleState,
+)
+
+# Что пишет enter_queue. Вызывающий кладёт это в update_fields своего save():
+# состояние диалога меняется вместе с остальными полями, одной записью.
+QUEUE_FIELDS = ("control_mode", "expected_responder", "waiting_since")
+
+
+def is_waiting(conversation: Conversation) -> bool:
+    """Диалог стоит в очереди к человеку.
+
+    Закрытый и спам тоже лежат в PAUSED, но никого не ждут — отсюда проверка
+    жизненного цикла.
+    """
+    return (
+        conversation.lifecycle == LifecycleState.OPEN
+        and conversation.control_mode == ControlMode.PAUSED
+    )
+
+
+def enter_queue(conversation: Conversation, *, now: datetime | None = None) -> bool:
+    """Ставит диалог в очередь. True — если он в неё только что попал.
+
+    Возврат нужен вызывающему, чтобы решить, звать ли операторов: повторное
+    сообщение клиента в уже ждущий диалог очередь не меняет и второго оклика не
+    заслуживает.
+    """
+    entered = not is_waiting(conversation)
+    conversation.control_mode = ControlMode.PAUSED
+    conversation.expected_responder = ExpectedResponder.OPERATOR
+    if entered:
+        conversation.waiting_since = now or timezone.now()
+    return entered
+
+
+def leave_queue(conversation: Conversation) -> None:
+    """Диалог больше никого не ждёт.
+
+    Несимметрично enter_queue намеренно: вход в очередь — одно состояние, а
+    выходов несколько (оператор взял, диалог вернули AI, закрыли, пометили
+    спамом), и control_mode у каждого свой. Общее у них только одно — ожидание
+    закончилось, и его начало больше не имеет смысла.
+    """
+    conversation.waiting_since = None

apps/backend/chatballs/conversations/queue_models.py

@@ -0,0 +1,53 @@
+"""Пороги очереди: через сколько напоминать, расширять круг и звать руководство.
+
+Числа разные у разных организаций — у круглосуточной поддержки хостинга и у
+клиники с приёмом по будням «долго» означает не одно и то же, — поэтому они
+настройка, а не константа в коде. Строка одна на организацию и заводится с
+дефолтами при первом обращении.
+"""
+
+from __future__ import annotations
+
+from django.conf import settings
+from django.db import models
+
+
+class QueueEscalationPolicy(models.Model):
+    organization = models.OneToOneField(
+        "identity.Organization", on_delete=models.CASCADE, related_name="queue_policy"
+    )
+    # Диалог ждёт дольше этого — повторный оклик той же группе.
+    remind_after_minutes = models.PositiveIntegerField(default=5)
+    # Ждёт ещё дольше — круг расширяется за пределы группы диалога.
+    widen_after_minutes = models.PositiveIntegerField(default=15)
+    # Совсем долго — это уже не про сменщика, а про руководство.
+    escalate_after_minutes = models.PositiveIntegerField(default=30)
+    # Назначили ответственного, а он не взял — диалог возвращается в общую
+    # очередь. Без этого назначение работает как способ спрятать диалог: из
+    # общей очереди он ушёл, а отвечать некому.
+    assignment_timeout_minutes = models.PositiveIntegerField(default=10)
+    # Кто и когда менял: в разделе настроек это подпись под формой. Сроки —
+    # правило работы смены, и знать, чьё это решение, важнее, чем кажется.
+    updated_at = models.DateTimeField(null=True, blank=True)
+    updated_by = models.ForeignKey(
+        settings.AUTH_USER_MODEL, on_delete=models.SET_NULL, null=True, blank=True, related_name="+"
+    )
+
+    # Значения по умолчанию — они же «обычные сроки» в кнопке сброса.
+    DEFAULTS = {
+        "remind_after_minutes": 5,
+        "widen_after_minutes": 15,
+        "escalate_after_minutes": 30,
+        "assignment_timeout_minutes": 10,
+    }
+
+    class Meta:
+        db_table = "conversations_queueescalationpolicy"
+
+    def __str__(self) -> str:
+        return f"queue-policy:{self.organization_id}"
+
+
+def policy_for(organization) -> QueueEscalationPolicy:
+    policy, _ = QueueEscalationPolicy.objects.get_or_create(organization=organization)
+    return policy

apps/backend/chatballs/conversations/queue_policy_views.py

@@ -0,0 +1,62 @@
+"""Сроки очереди: раздел «Когда звать на помощь» (макет Q2).
+
+До этого пороги правились только в служебной админке — то есть де-факто никем.
+Читает их тот, кто видит настройки; меняет — тот, кто ими управляет.
+"""
+
+from __future__ import annotations
+
+from django.utils import timezone
+from rest_framework.permissions import IsAuthenticated
+from rest_framework.request import Request
+from rest_framework.response import Response
+from rest_framework.views import APIView
+
+from chatballs.conversations.queue_models import QueueEscalationPolicy, policy_for
+from chatballs.i18n import t
+from chatballs.identity.policy import ResourceScope, authorize
+
+FIELDS = tuple(QueueEscalationPolicy.DEFAULTS)
+# Сутки: всё, что дольше, — это не «позвать на помощь», а другая задача.
+MAX_MINUTES = 24 * 60
+
+
+def _payload(policy: QueueEscalationPolicy) -> dict:
+    author = policy.updated_by
+    return {
+        **{field: getattr(policy, field) for field in FIELDS},
+        "defaults": dict(QueueEscalationPolicy.DEFAULTS),
+        "updatedAt": policy.updated_at.isoformat() if policy.updated_at else None,
+        "updatedBy": (author.full_name or author.email) if author else "",
+    }
+
+
+class QueuePolicyView(APIView):
+    permission_classes = [IsAuthenticated]
+
+    def get(self, request: Request) -> Response:
+        context = request.tenant_context
+        if not authorize(context.membership, "settings.view", ResourceScope(context.organization_id)):
+            return Response({"detail": t("settings.queue_policy_forbidden")}, status=403)
+        return Response(_payload(policy_for(context.organization)))
+
+    def patch(self, request: Request) -> Response:
+        context = request.tenant_context
+        if not authorize(context.membership, "settings.manage", ResourceScope(context.organization_id)):
+            return Response({"detail": t("settings.queue_policy_forbidden")}, status=403)
+        policy = policy_for(context.organization)
+        changed = []
+        for field in FIELDS:
+            if field not in request.data:
+                continue
+            value = request.data[field]
+            if not isinstance(value, int) or isinstance(value, bool) or not 1 <= value <= MAX_MINUTES:
+                return Response({"detail": t("settings.queue_minutes_range")}, status=400)
+            if getattr(policy, field) != value:
+                setattr(policy, field, value)
+                changed.append(field)
+        if changed:
+            policy.updated_at = timezone.now()
+            policy.updated_by = context.actor_user
+            policy.save(update_fields=[*changed, "updated_at", "updated_by"])
+        return Response(_payload(policy))

apps/backend/chatballs/conversations/realtime.py

@@ -13,12 +13,7 @@
 
 from __future__ import annotations
 
-import logging
-
-from asgiref.sync import async_to_sync
-from channels.layers import get_channel_layer
-
-logger = logging.getLogger(__name__)
+from chatballs.realtime import publish
 
 INBOX_EVENT = "inbox.changed"
 CONVERSATION_EVENT = "conversation.changed"
@@ -32,27 +27,12 @@ def conversation_group(conversation_id: int) -> str:
     return f"conv.{conversation_id}"
 
 
-def _publish(group: str, payload: dict[str, object]) -> None:
-    """Оповещение — вспомогательный путь: его сбой не должен ронять запись.
-
-    Сообщение уже сохранено к моменту отправки; если канал недоступен, клиент
-    узнает об изменении следующим опросом — он остаётся как запасной путь.
-    """
-    layer = get_channel_layer()
-    if layer is None:
-        return
-    try:
-        async_to_sync(layer.group_send)(group, {"type": "fanout", "payload": payload})
-    except Exception:  # noqa: BLE001 — канал не должен ломать сохранение
-        logger.warning("realtime fanout failed for %s", group, exc_info=True)
-
-
 def notify_inbox_changed(organization_id: int) -> None:
-    _publish(inbox_group(organization_id), {"type": INBOX_EVENT})
+    publish(inbox_group(organization_id), {"type": INBOX_EVENT})
 
 
 def notify_conversation_changed(conversation_id: int, *, organization_id: int) -> None:
-    _publish(
+    publish(
         conversation_group(conversation_id),
         {"type": CONVERSATION_EVENT, "conversationId": conversation_id},
     )

apps/backend/chatballs/conversations/reporting_views.py

@@ -1,4 +1,5 @@
 from django.core.exceptions import ValidationError
+from django.http import FileResponse
 from rest_framework.request import Request
 from rest_framework.response import Response
 
@@ -8,6 +9,7 @@ from chatballs.conversations.contacts_merge import merge_contacts, revert_merge
 from chatballs.conversations.models import Contact
 from chatballs.conversations.stats import sales_overview_stats
 from chatballs.conversations.view_base import ConversationViewBase
+from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
 from chatballs.identity.models import EmployeeRole
 
@@ -20,6 +22,29 @@ class ConversationStatsView(ConversationViewBase):
         return Response(sales_overview_stats(request.tenant_context, period))
 
 
+class ContactAvatarView(ConversationViewBase):
+    """Фото контакта, скачанное у провайдера.
+
+    Отдаётся со своего адреса: страница рабочего места живёт под CSP
+    `img-src 'self'`, и ссылка на CDN мессенджера до экрана не доезжает.
+    Видно тому же, кто видит диалоги, — фото клиента и есть часть карточки.
+    """
+
+    def get(self, request: Request, contact_id: int):
+        contact = Contact.objects.filter(
+            organization=self._org(request), id=contact_id
+        ).first()
+        if contact is None or not contact.avatar:
+            return Response({"detail": t("sales.client_not_found")}, status=404)
+        response = FileResponse(
+            contact.avatar.open("rb"),
+            content_type=contact.avatar_content_type or "application/octet-stream",
+            filename="avatar",
+        )
+        response["Cache-Control"] = "private, max-age=86400"
+        return response
+
+
 class ClientsView(ConversationViewBase):
     required_capability = "customers.view"
 
@@ -41,23 +66,23 @@ class ClientDetailView(ConversationViewBase):
         try:
             return Response({"client": client_detail(self._org(request).id, contact_id)})
         except Contact.DoesNotExist:
-            return Response({"detail": "Клиент не найден"}, status=404)
+            return Response({"detail": t("sales.client_not_found")}, status=404)
 
     def patch(self, request: Request, contact_id: int) -> Response:
         organization = self._org(request)
         try:
             contact = Contact.objects.get(id=contact_id, organization=organization)
         except Contact.DoesNotExist:
-            return Response({"detail": "Клиент не найден"}, status=404)
+            return Response({"detail": t("sales.client_not_found")}, status=404)
         changed: list[str] = []
         for field, limit in self.LIMITS.items():
             if field not in request.data:
                 continue
             value = str(request.data.get(field) or "").strip()
             if len(value) > limit:
-                return Response({"detail": f"Поле {field}: не длиннее {limit} символов"}, status=400)
+                return Response({"detail": t("conversations.field_too_long", field=field, limit=limit)}, status=400)
             if field == "name" and not value:
-                return Response({"detail": "Имя контакта не может быть пустым"}, status=400)
+                return Response({"detail": t("conversations.contact_name_empty")}, status=400)
             setattr(contact, field, value)
             changed.append(field)
         if changed:
@@ -86,7 +111,7 @@ class ClientMergeView(ConversationViewBase):
     def _owner_only(self, request: Request) -> Response | None:
         membership = request.tenant_context.membership
         if membership is None or membership.role != EmployeeRole.OWNER:
-            return Response({"detail": "Объединять контакты может только владелец"}, status=403)
+            return Response({"detail": t("sales.merge_owner_only")}, status=403)
         return None
 
     def post(self, request: Request, contact_id: int) -> Response:

apps/backend/chatballs/conversations/selectors.py

@@ -10,6 +10,7 @@ from django.db.models import (
     Value,
     When,
 )
+from django.db.models.functions import Coalesce
 
 from chatballs.api.pagination import SortKey
 from chatballs.conversations.models import (
@@ -63,6 +64,11 @@ def order_conversations(
     Сортировка живёт на сервере вместе с окном: клиент видит не весь набор, и
     переставлять в браузере ему нечего. `waiting` — «ждущие человека первыми,
     дольше всех ждущий выше», остальные — по убыванию активности.
+
+    «Дольше всех ждущий» считается от waiting_since — момента, когда диалог
+    встал в очередь. По времени последнего сообщения его считать нельзя: клиент,
+    написавший повторно, двигал бы себя в конец очереди, и чем настойчивее он
+    напоминал о себе, тем позже до него доходила очередь.
     """
     if sort != "waiting":
         return queryset.order_by("-last_message_at", "-id"), ACTIVITY_KEYS
@@ -72,7 +78,9 @@ def order_conversations(
             When(waits, then=Value(0)), default=Value(1), output_field=IntegerField()
         ),
         _wait_at=Case(
-            When(waits, then=F("last_message_at")),
+            # Coalesce — страховка для строк, встававших в очередь до появления
+            # waiting_since: без неё они ушли бы в конец очереди вместо начала.
+            When(waits, then=Coalesce(F("waiting_since"), F("last_message_at"))),
             default=Value(_NOT_WAITING_AT),
             output_field=DateTimeField(),
         ),

apps/backend/chatballs/conversations/serializers.py

@@ -1,5 +1,6 @@
 from django.db.models import Count, Max, Q
 
+from chatballs.conversations.contact_avatars import contact_avatar_url_in
 from chatballs.conversations.models import (
     ConnectionIdentity,
     Conversation,
@@ -7,11 +8,23 @@ from chatballs.conversations.models import (
     MessageAuthor,
     MessageKind,
 )
+from chatballs.i18n import t
 from chatballs.identity.avatars import user_avatar_url_in
 from chatballs.integrations.features import features_payload
 from chatballs.integrations.models import IntegrationProvider
 
 
+def _system_text(message: Message) -> str:
+    params = message.system_params or {}
+    # Вид звонка приходит кодом (AUDIO/VIDEO): слово для него — тоже в каталоге.
+    if params.get("kind"):
+        params = {**params, "kind": t(f"calls.kind_{str(params['kind']).lower()}")}
+    rendered = t(f"conversations.system.{message.system_event}", **params)
+    # Ключа нет в каталоге — t вернул сам ключ; тогда честнее показать то, что
+    # записано, чем служебный код.
+    return message.text if rendered.startswith("conversations.system.") else rendered
+
+
 def message_payload(message: Message) -> dict[str, object]:
     payload = {
         "id": message.id,
@@ -21,7 +34,14 @@ def message_payload(message: Message) -> dict[str, object]:
         "authorName": (message.author_user.full_name or message.author_user.email) if message.author_user_id and message.author_user else "",
         "authorAvatarUrl": user_avatar_url_in(message.author_user, message.organization_id) if message.author_user_id and message.author_user else None,
         "kind": message.kind,
-        "text": message.text,
+        # Системное событие собирается по коду на языке запроса: историю
+        # диалога читают оба — и русскоязычный оператор, и англоязычный, — а
+        # записана она один раз. Код без перевода и записи, сделанные до его
+        # появления, приходят сохранённым текстом.
+        "text": _system_text(message) if message.system_event else message.text,
+        # Код нужен интерфейсу ещё и для тона строки: передача — предупреждение,
+        # взятие — акцент. Раньше тон угадывался регуляркой по русским словам.
+        "systemEvent": message.system_event,
         "contentHtml": message.content_html,
         "createdAt": message.created_at.isoformat(),
     }
@@ -209,7 +229,9 @@ def conversation_payload(
                 "id": conversation.contact_id,
                 "name": conversation.contact.name,
                 "phone": conversation.contact.phone,
-                "avatarUrl": conversation.contact.avatar_url,
+                "avatarUrl": contact_avatar_url_in(
+                    conversation.contact, conversation.organization_id
+                ),
                 "description": conversation.contact.description,
                 "company": conversation.contact.company,
                 "city": conversation.contact.city,
@@ -238,6 +260,17 @@ def conversation_payload(
         "isAssignedToViewer": bool(
             viewer_id and conversation.assigned_operator_id == viewer_id
         ),
+        # Ожидание (макет «Очередь и уведомления», кадры Q3 и Q4): с какого
+        # момента диалог ждёт человека и с какого — конкретного человека.
+        # Считать «сколько осталось» клиент должен сам: минута на сервере и
+        # минута на экране расходятся, и показывать замерший счётчик хуже, чем
+        # не показывать никакого.
+        "waitingSince": (
+            conversation.waiting_since.isoformat() if conversation.waiting_since else None
+        ),
+        "assignedAt": (
+            conversation.assigned_at.isoformat() if conversation.assigned_at else None
+        ),
         "group": (
             {"id": conversation.group_id, "name": conversation.group.name, "color": conversation.group.color}
             if conversation.group_id

apps/backend/chatballs/conversations/services.py

@@ -11,18 +11,21 @@ from chatballs.conversations.models import (
     Message,
     MessageAuthor,
     MessageKind,
+    SystemEvent,
 )
+from chatballs.conversations.queue import QUEUE_FIELDS, enter_queue, leave_queue
+from chatballs.conversations.realtime import notify_conversation_changed
+from chatballs.i18n import customer_language, t
 from chatballs.identity.models import EmployeeRole
 from chatballs.integrations.models import IntegrationProvider
+from chatballs.notifications.models import (
+    Notification,
+    NotificationAudience,
+    NotificationType,
+)
+from chatballs.notifications.services import notify
 from chatballs.tenancy.context import TenantContext
 
-CONTACT_REQUEST_TEXT = "Поделитесь, пожалуйста, контактом — нажмите кнопку ниже."
-
-CONTACT_REQUEST_TEXT_WEB = "Поделитесь, пожалуйста, номером телефона."
-
-
-
-
 
 class ClaimError(Exception):
 
@@ -36,13 +39,13 @@ def _require_open(conversation: Conversation) -> None:
 
     if conversation.lifecycle != LifecycleState.OPEN:
 
-        raise ClaimError("Диалог закрыт")
+        raise ClaimError(t("conversations.closed"))
 
 
 
 
 
-def _operator_label(operator) -> str:
+def operator_label(operator) -> str:
 
     return getattr(operator, "full_name", "") or operator.email
 
@@ -76,7 +79,7 @@ def claim_locked_conversation(*, context: TenantContext, conversation: Conversat
 
     if operator is None or conversation.organization_id != context.organization_id:
 
-        raise ClaimError("Диалог недоступен")
+        raise ClaimError(t("conversations.unavailable"))
 
     _require_open(conversation)
 
@@ -98,7 +101,7 @@ def claim_locked_conversation(*, context: TenantContext, conversation: Conversat
 
     ):
 
-        raise ClaimError("Диалог уже ведёт другой оператор")
+        raise ClaimError(t("calls.conversation_taken"))
 
     conversation.control_mode = ControlMode.HUMAN
 
@@ -106,7 +109,9 @@ def claim_locked_conversation(*, context: TenantContext, conversation: Conversat
 
     conversation.expected_responder = ExpectedResponder.OPERATOR
 
-    conversation.save(update_fields=["control_mode", "assigned_operator", "expected_responder"])
+    leave_queue(conversation)
+
+    conversation.save(update_fields=["control_mode", "assigned_operator", "expected_responder", "waiting_since"])
 
     Message.objects.create(
 
@@ -114,7 +119,11 @@ def claim_locked_conversation(*, context: TenantContext, conversation: Conversat
 
         author_type=MessageAuthor.SYSTEM,
 
-        text=f"Оператор {_operator_label(operator)} перехватил диалог",
+        system_event=SystemEvent.OPERATOR_TOOK,
+
+        system_params={"operator": operator_label(operator)},
+
+        text=f"Оператор {operator_label(operator)} перехватил диалог",
 
     )
 
@@ -140,7 +149,7 @@ def release_to_ai(*, context: TenantContext, conversation_id: int) -> Conversati
 
     if agent is None or not agent.is_active:
 
-        raise ClaimError("У канала нет активного AI-агента")
+        raise ClaimError(t("channels.no_active_agent"))
 
     conversation.control_mode = ControlMode.AI
 
@@ -148,9 +157,16 @@ def release_to_ai(*, context: TenantContext, conversation_id: int) -> Conversati
 
     conversation.expected_responder = ExpectedResponder.AI
 
-    conversation.save(update_fields=["control_mode", "assigned_operator", "expected_responder"])
+    leave_queue(conversation)
 
-    Message.objects.create(conversation=conversation, author_type=MessageAuthor.SYSTEM, text="Диалог возвращён AI")
+    conversation.save(update_fields=["control_mode", "assigned_operator", "expected_responder", "waiting_since"])
+
+    Message.objects.create(
+        conversation=conversation,
+        author_type=MessageAuthor.SYSTEM,
+        system_event=SystemEvent.RETURNED_TO_AI,
+        text="Диалог возвращён AI",
+    )
 
     return conversation
 
@@ -172,15 +188,19 @@ def return_to_queue(*, context: TenantContext, conversation_id: int) -> Conversa
 
     _require_open(conversation)
 
-    conversation.control_mode = ControlMode.PAUSED
+    enter_queue(conversation)
 
     conversation.assigned_operator = None
 
-    conversation.expected_responder = ExpectedResponder.OPERATOR
 
-    conversation.save(update_fields=["control_mode", "assigned_operator", "expected_responder"])
+    conversation.save(update_fields=[*QUEUE_FIELDS, "assigned_operator"])
 
-    Message.objects.create(conversation=conversation, author_type=MessageAuthor.SYSTEM, text="Диалог возвращён в очередь")
+    Message.objects.create(
+        conversation=conversation,
+        author_type=MessageAuthor.SYSTEM,
+        system_event=SystemEvent.RETURNED_TO_QUEUE,
+        text="Диалог возвращён в очередь",
+    )
 
     return conversation
 
@@ -258,7 +278,9 @@ def request_contact(*, context: TenantContext, conversation: Conversation) -> Me
 
     is_web = conversation.connection_id and conversation.connection.provider == IntegrationProvider.WEB
 
-    text = CONTACT_REQUEST_TEXT_WEB if is_web else CONTACT_REQUEST_TEXT
+    key = "conversations.contact_request_web" if is_web else "conversations.contact_request"
+
+    text = t(key, language=customer_language(conversation.organization))
 
     message = Message.objects.create(
 
@@ -326,6 +348,8 @@ def close_conversation(*, context: TenantContext, conversation_id: int) -> Conve
 
     conversation.expected_responder = ExpectedResponder.NOBODY
 
+    leave_queue(conversation)
+
     conversation.save(
 
         update_fields=[
@@ -337,6 +361,7 @@ def close_conversation(*, context: TenantContext, conversation_id: int) -> Conve
             "assigned_operator",
 
             "expected_responder",
+            "waiting_since",
 
         ]
 
@@ -372,6 +397,8 @@ def mark_conversation_as_spam(
 
     conversation.expected_responder = ExpectedResponder.NOBODY
 
+    leave_queue(conversation)
+
     conversation.save(
 
         update_fields=[
@@ -383,6 +410,7 @@ def mark_conversation_as_spam(
             "assigned_operator",
 
             "expected_responder",
+            "waiting_since",
 
         ]
 
@@ -390,3 +418,91 @@ def mark_conversation_as_spam(
 
     return conversation
 
+
+
+@transaction.atomic
+def assign_operator(*, context: TenantContext, conversation_id: int, assignee) -> Conversation:
+    """Назначить ответственного за диалог (или снять назначение).
+
+    Назначение — не взятие: человек ещё не ответил и мог даже не увидеть
+    диалог. Но из общей очереди диалог уходит — отвечать в нём, кроме
+    назначенного и руководства, уже никто не может, — поэтому назначенного надо
+    позвать лично и поставить срок. Не успел — диалог возвращается в общую
+    очередь (chatballs.conversations.escalation).
+
+    Раньше эта операция молча писала внешний ключ: назначенный не узнавал,
+    диалог продолжал числиться в общей очереди, а взять его оттуда было уже
+    нельзя.
+    """
+    conversation = Conversation.objects.select_for_update().get(
+        id=conversation_id, organization=context.organization
+    )
+    _require_open(conversation)
+    conversation.assigned_operator = assignee
+    conversation.assigned_at = timezone.now() if assignee is not None else None
+    conversation.save(update_fields=["assigned_operator", "assigned_at"])
+    if assignee is None:
+        return conversation
+    Message.objects.create(
+        conversation=conversation,
+        author_type=MessageAuthor.SYSTEM,
+        system_event=SystemEvent.ASSIGNED_TO,
+        system_params={"operator": operator_label(assignee)},
+        text=f"Диалог назначен на {operator_label(assignee)}",
+    )
+    # Себе назначил — сам и знает.
+    if context.actor_user is not None and assignee.pk == context.actor_user.pk:
+        return conversation
+    contact_name = getattr(conversation.contact, "name", "") or t("conversations.guest")
+    notify(
+        context=context,
+        type=NotificationType.DIALOG_ASSIGNED,
+        audience=NotificationAudience.USER,
+        recipient_user=assignee,
+        title=f"Вам назначен диалог · {contact_name}",
+        title_key="notifications.assigned_to_you",
+        text_params={"contact": contact_name},
+        target_id=conversation.id,
+        source_type="Conversation",
+        source_id=conversation.id,
+        dedup_key=f"assign:{conversation.id}:{assignee.pk}",
+    )
+    return conversation
+
+
+@transaction.atomic
+def delete_conversation(*, context: TenantContext, conversation: Conversation) -> None:
+    """Удалить диалог насовсем: переписку, вложения, звонки и оклики о нём.
+
+    Раньше «удалить» означало архив: диалог пропадал из списков, но продолжал
+    жить — в него приходили сообщения из канала, он поднимал уведомления и
+    возвращался клиенту в виджете как ни в чём не бывало. Решение владельца
+    2026-09-14: удалён — значит удалён. Права на это есть только у владельца и
+    администратора (проверяет представление).
+
+    Файлы удаляются явно: `FileField` при удалении строки оставляет их на
+    диске, а «удалён» не должно означать «лежит в media».
+    """
+    conversation_id = conversation.id
+    organization_id = conversation.organization_id
+    for message in conversation.messages.exclude(audio="", attachment=""):
+        if message.audio:
+            message.audio.delete(save=False)
+        if message.attachment:
+            message.attachment.delete(save=False)
+    # Оклик ведёт в диалог, которого больше нет: и в списке уведомлений, и в
+    # мессенджере сотрудника такая строка — тупик.
+    Notification.objects.filter(
+        organization_id=organization_id,
+        source_type="Conversation",
+        source_id=str(conversation_id),
+    ).delete()
+    # Звонки держат диалог внешним ключом PROTECT; история звонка без самого
+    # диалога ничего не значит, поэтому уходит вместе с ним.
+    from chatballs.calls.models import CallSession
+
+    CallSession.objects.filter(conversation_id=conversation_id).delete()
+    conversation.delete()
+    # Открытые рабочие места узнают об этом событием: у того, кто держал диалог
+    # открытым, он должен закрыться, а не висеть мёртвой карточкой.
+    notify_conversation_changed(conversation_id, organization_id=organization_id)

apps/backend/chatballs/conversations/stats.py

@@ -8,11 +8,10 @@ from __future__ import annotations
 
 from datetime import datetime, timedelta
 
-from django.db.models import Count, Sum
+from django.db.models import Count
 from django.db.models.functions import TruncDate, TruncHour
 from django.utils import timezone
 
-from chatballs.ai.models import LlmInvocation
 from chatballs.channels.selectors import channels_in_organization
 from chatballs.conversations.models import (
     ControlMode,
@@ -21,6 +20,8 @@ from chatballs.conversations.models import (
     LifecycleState,
     Message,
 )
+from chatballs.conversations.selectors import apply_conversation_visibility
+from chatballs.i18n import t
 
 _ACTIVE_WINDOW = timedelta(minutes=15)
 _WEEKDAYS = ["Пн", "Вт", "Ср", "Чт", "Пт", "Сб", "Вс"]
@@ -63,28 +64,32 @@ def _chart(
     return {"values": values, "labels": labels}
 
 
-def _ai_cost(
-    org_id: int,
-    start: datetime,
-    end: datetime | None = None,
-) -> int:
-    qs = LlmInvocation.objects.filter(channel__organization_id=org_id, created_at__gte=start)
-    if end is not None:
-        qs = qs.filter(created_at__lt=end)
-    return qs.aggregate(total=Sum("cost_micros"))["total"] or 0
-
-
 def sales_overview_stats(context, period: str) -> dict:
     organization_id = context.organization_id
     now = timezone.now()
     start, prev_start = _window(period, now)
 
-    open_qs = Conversation.objects.filter(organization_id=organization_id, lifecycle=LifecycleState.OPEN)
+    # Удалённые по-старому (архивные) диалоги в живых числах не участвуют: они
+    # не видны ни в одном списке, а бейдж из-за них не опускался до нуля.
+    open_qs = Conversation.objects.filter(
+        organization_id=organization_id,
+        lifecycle=LifecycleState.OPEN,
+        archived_at__isnull=True,
+    )
     open_dialogs = open_qs.count()
     # «Ждут оператора» = очередь: диалоги, которые никто не взял (PAUSED).
     # Взятые оператором (HUMAN), но ещё без ответа, очередью не считаются —
     # иначе бейдж «Диалоги» показывает число при полностью разобранном inbox.
-    waiting = open_qs.filter(control_mode=ControlMode.PAUSED).count()
+    #
+    # Это же число висит бейджем на пункте «Чат», поэтому считается по границе
+    # видимости сотрудника: иначе он видит счётчик диалогов, которых не увидит,
+    # и разобрать его не может (ADR-CHATBALLS-0043 §4). Счётчики вкладок списка
+    # (chat_extras_views) считают ровно так же.
+    waiting = (
+        apply_conversation_visibility(open_qs, context)
+        .filter(control_mode=ControlMode.PAUSED)
+        .count()
+    )
     ops = {
         "openDialogs": open_dialogs,
         "activeNow": open_qs.filter(last_activity_at__gte=now - _ACTIVE_WINDOW).count(),
@@ -104,8 +109,6 @@ def sales_overview_stats(context, period: str) -> dict:
             conversation__organization_id=organization_id,
             created_at__gte=start,
         ).count(),
-        "aiCostMicros": _ai_cost(organization_id, start),
-        "aiCostPrevMicros": _ai_cost(organization_id, prev_start, start),
     }
 
     open_by_channel = dict(open_qs.values_list("channel_id").annotate(c=Count("id")))
@@ -126,7 +129,7 @@ def sales_overview_stats(context, period: str) -> dict:
     ):
         minutes = int((now - conversation.last_activity_at).total_seconds() // 60)
         meta = conversation.channel.name
-        title = (conversation.contact.name if conversation.contact_id else "") or "Гость"
+        title = (conversation.contact.name if conversation.contact_id else "") or t("conversations.guest")
         problems.append(
             {
                 "conversationId": conversation.id,

apps/backend/chatballs/conversations/test_chat_extras.py

@@ -340,30 +340,34 @@ class ReplyTemplateTests(ChatExtrasTestCase):
         self.assertFalse(ReplyTemplate.objects.exists())
 
 
-class LaunchChecklistTests(TestCase):
+class OnboardingTests(TestCase):
     def setUp(self) -> None:
         self.organization = Organization.objects.create(name="New", slug="launch-org")
-        owner = HumanUser.objects.create_user(
+        self.owner = HumanUser.objects.create_user(
             email="owner@launch.test", password="Password-123"
         )
-        OrganizationMembership.objects.create(
-            user=owner,
+        self.membership = OrganizationMembership.objects.create(
+            user=self.owner,
             organization=self.organization,
             role=EmployeeRole.OWNER,
             position_title="Owner",
         )
         self.client = APIClient()
-        self.client.force_authenticate(owner)
+        self.client.force_authenticate(self.owner)
 
-    def test_checklist_marks_steps_by_fact(self) -> None:
-        initial = self.client.get("/api/v1/company/launch-checklist/").json()
+    def test_steps_are_marked_by_fact(self) -> None:
+        initial = self.client.get("/api/v1/company/onboarding/").json()
         self.assertEqual(
-            initial,
+            initial["steps"],
             {
-                "agentCreated": False,
+                "providerConnected": False,
+                "agentActive": False,
+                "knowledgeFilled": False,
                 "connectionBound": False,
+                "widgetPublished": False,
                 "employeeInvited": False,
-                "done": False,
+                "platformConfigured": False,
+                "firstConversation": False,
             },
         )
 
@@ -393,5 +397,56 @@ class LaunchChecklistTests(TestCase):
             position_title="Operator",
         )
 
-        final = self.client.get("/api/v1/company/launch-checklist/").json()
-        self.assertTrue(final["done"])
+        final = self.client.get("/api/v1/company/onboarding/").json()
+        self.assertTrue(final["steps"]["connectionBound"])
+        self.assertTrue(final["steps"]["employeeInvited"])
+
+    def test_existing_member_has_not_dismissed_onboarding(self) -> None:
+        """Признак пустой у всех, кто заведён до появления онбординга."""
+
+        payload = self.client.get("/api/v1/company/onboarding/").json()
+        self.assertIsNone(payload["dismissedAt"])
+        self.assertIsNone(payload["completedAt"])
+
+    def test_dismiss_and_complete_and_restart(self) -> None:
+        dismissed = self.client.post(
+            "/api/v1/company/onboarding/", {"action": "dismiss"}, format="json"
+        ).json()
+        self.assertIsNotNone(dismissed["dismissedAt"])
+        self.assertIsNone(dismissed["completedAt"])
+
+        completed = self.client.post(
+            "/api/v1/company/onboarding/", {"action": "complete"}, format="json"
+        ).json()
+        self.assertIsNotNone(completed["completedAt"])
+
+        restarted = self.client.post(
+            "/api/v1/company/onboarding/", {"action": "restart"}, format="json"
+        ).json()
+        self.assertIsNone(restarted["dismissedAt"])
+        self.assertIsNone(restarted["completedAt"])
+
+    def test_dismissal_is_personal(self) -> None:
+        """Закрытие одним администратором не прячет визард у второго."""
+
+        self.client.post(
+            "/api/v1/company/onboarding/", {"action": "dismiss"}, format="json"
+        )
+        colleague = HumanUser.objects.create_user(
+            email="admin@launch.test", password="Password-123"
+        )
+        OrganizationMembership.objects.create(
+            user=colleague,
+            organization=self.organization,
+            role=EmployeeRole.ADMIN,
+            position_title="Admin",
+        )
+        other = APIClient()
+        other.force_authenticate(colleague)
+        self.assertIsNone(other.get("/api/v1/company/onboarding/").json()["dismissedAt"])
+
+    def test_unknown_action_is_rejected(self) -> None:
+        response = self.client.post(
+            "/api/v1/company/onboarding/", {"action": "nope"}, format="json"
+        )
+        self.assertEqual(response.status_code, 400)

apps/backend/chatballs/conversations/test_contact_avatars.py

@@ -0,0 +1,137 @@
+"""Фото контакта из мессенджера: скачивается один раз и отдаётся со своего адреса."""
+
+from unittest import mock
+
+from django.test import TestCase
+
+from chatballs.channels.models import Channel
+from chatballs.conversations.contact_avatars import (
+    contact_avatar_url_in,
+    refresh_contact_avatar,
+)
+from chatballs.conversations.models import Contact
+from chatballs.conversations.transports.base import InboundMessage
+from chatballs.identity.bootstrap import bootstrap_owner
+from chatballs.identity.models import Organization
+from chatballs.integrations.models import (
+    Integration,
+    IntegrationKind,
+    IntegrationProvider,
+)
+from chatballs.tenancy.database import tenant_atomic
+from chatballs.testing import TenantAPIClient as APIClient
+
+PNG = b"\x89PNG\r\n\x1a\n" + b"0" * 64
+
+
+class ContactAvatarTests(TestCase):
+    def setUp(self) -> None:
+        bootstrap_owner(email="owner@example.com", password="temporary-password")
+        self.organization = Organization.objects.get(slug="demo")
+        self.channel = Channel.objects.create(
+            organization=self.organization, code="line", name="Линия"
+        )
+        self.contact = Contact.objects.create(
+            organization=self.organization, name="Иван"
+        )
+        self.inbound = InboundMessage(
+            external_id="1",
+            user_id="777",
+            chat_id="777",
+            text="привет",
+            display_name="Иван",
+        )
+
+    def _integration(self, provider: str) -> Integration:
+        return Integration.objects.create(
+            organization=self.organization,
+            kind=IntegrationKind.MESSENGER,
+            provider=provider,
+            name=provider,
+            secret="token",
+            channel=self.channel,
+        )
+
+    def test_telegram_photo_is_asked_once_and_stored(self) -> None:
+        integration = self._integration(IntegrationProvider.TELEGRAM)
+        with mock.patch(
+            "chatballs.conversations.transports.telegram.download_profile_photo",
+            return_value=PNG,
+        ) as download:
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, self.inbound, self.contact)
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, self.inbound, self.contact)
+        self.assertEqual(download.call_count, 1)
+        self.contact.refresh_from_db()
+        self.assertTrue(self.contact.avatar)
+        self.assertEqual(self.contact.avatar_content_type, "image/png")
+        self.assertEqual(self.contact.avatar_source, "tg:777")
+
+    def test_telegram_without_photo_is_not_asked_again(self) -> None:
+        integration = self._integration(IntegrationProvider.TELEGRAM)
+        with mock.patch(
+            "chatballs.conversations.transports.telegram.download_profile_photo",
+            return_value=None,
+        ) as download:
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, self.inbound, self.contact)
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, self.inbound, self.contact)
+        self.assertEqual(download.call_count, 1)
+        self.contact.refresh_from_db()
+        self.assertFalse(self.contact.avatar)
+
+    def test_max_photo_follows_the_url_from_the_update(self) -> None:
+        integration = self._integration(IntegrationProvider.MAX)
+        inbound = InboundMessage(
+            external_id="1",
+            user_id="777",
+            chat_id="",
+            text="привет",
+            display_name="Иван",
+            avatar_url="https://cdn.example.test/ivan.png",
+        )
+        with mock.patch(
+            "chatballs.conversations.transports.max.download_file",
+            return_value=(PNG, "image/png"),
+        ) as download:
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, inbound, self.contact)
+            with tenant_atomic(self.organization.id):
+                refresh_contact_avatar(integration, inbound, self.contact)
+        self.assertEqual(download.call_count, 1)
+        self.contact.refresh_from_db()
+        self.assertEqual(self.contact.avatar_source, "https://cdn.example.test/ivan.png")
+
+    def test_download_failure_leaves_the_contact_alone(self) -> None:
+        integration = self._integration(IntegrationProvider.TELEGRAM)
+        with mock.patch(
+            "chatballs.conversations.transports.telegram.download_profile_photo",
+            side_effect=OSError("network is down"),
+        ), tenant_atomic(self.organization.id):
+            refresh_contact_avatar(integration, self.inbound, self.contact)
+        self.contact.refresh_from_db()
+        self.assertFalse(self.contact.avatar)
+        self.assertEqual(self.contact.avatar_source, "")
+
+    def test_stored_photo_is_served_from_our_own_address(self) -> None:
+        integration = self._integration(IntegrationProvider.TELEGRAM)
+        with mock.patch(
+            "chatballs.conversations.transports.telegram.download_profile_photo",
+            return_value=PNG,
+        ), tenant_atomic(self.organization.id):
+            refresh_contact_avatar(integration, self.inbound, self.contact)
+        self.contact.refresh_from_db()
+        url = contact_avatar_url_in(self.contact, self.organization.id)
+        self.assertIn(f"/conversations/clients/{self.contact.id}/avatar/", url)
+
+        client = APIClient()
+        client.login(username="owner@example.com", password="temporary-password")
+        response = client.get(f"/api/v1/conversations/clients/{self.contact.id}/avatar/")
+        self.assertEqual(response.status_code, 200)
+        self.assertEqual(response.headers["Content-Type"], "image/png")
+        self.assertEqual(b"".join(response.streaming_content), PNG)
+
+    def test_contact_without_photo_has_no_url(self) -> None:
+        self.assertIsNone(contact_avatar_url_in(self.contact, self.organization.id))

apps/backend/chatballs/conversations/test_conversation_delete.py

@@ -0,0 +1,105 @@
+"""Удаление диалога: право, полнота и последствия для виджета.
+
+Решение владельца 2026-09-14: «удалить» означает удалить, а не отправить в
+архив. Удалённый диалог не принимает сообщений, не окликает уведомлениями и
+обнуляет переписку в виджете клиента.
+"""
+
+import json
+
+from django.test import TestCase
+
+from chatballs.channels.models import Channel
+from chatballs.conversations.models import (
+    Contact,
+    Conversation,
+    Message,
+    MessageAuthor,
+)
+from chatballs.identity.group_models import EmployeeGroup, EmployeeGroupMember
+from chatballs.identity.models import (
+    EmployeeRole,
+    HumanUser,
+    Organization,
+    OrganizationMembership,
+)
+from chatballs.notifications.models import Notification, NotificationType
+from chatballs.testing import TenantAPIClient as APIClient
+
+
+class ConversationDeleteTests(TestCase):
+    def setUp(self) -> None:
+        self.organization = Organization.objects.create(name="Chat", slug="chat-delete")
+        self.owner = self._member("owner@delete.test", EmployeeRole.OWNER)
+        self.employee = self._member("employee@delete.test", EmployeeRole.EMPLOYEE)
+        group = EmployeeGroup.objects.create(
+            organization=self.organization, name="Операторы"
+        )
+        EmployeeGroupMember.objects.create(
+            organization=self.organization, group=group, employee=self.employee
+        )
+        self.channel = Channel.objects.create(
+            organization=self.organization, code="line", name="Линия"
+        )
+        contact = Contact.objects.create(organization=self.organization, name="Иван")
+        self.conversation = Conversation.objects.create(
+            organization=self.organization, channel=self.channel, contact=contact
+        )
+        self.message = Message.objects.create(
+            conversation=self.conversation,
+            author_type=MessageAuthor.CONTACT,
+            text="Здравствуйте",
+        )
+        self.owner_client = APIClient()
+        self.owner_client.force_authenticate(self.owner.user)
+        self.employee_client = APIClient()
+        self.employee_client.force_authenticate(self.employee.user)
+
+    def _member(self, email: str, role: str) -> OrganizationMembership:
+        user = HumanUser.objects.create_user(email=email, password="Password-123")
+        return OrganizationMembership.objects.create(
+            user=user,
+            organization=self.organization,
+            role=role,
+            position_title="Specialist",
+        )
+
+    def _url(self) -> str:
+        return f"/api/v1/conversations/{self.conversation.id}/"
+
+    def test_operator_cannot_delete(self) -> None:
+        response = self.employee_client.delete(self._url())
+        self.assertEqual(response.status_code, 403)
+        self.assertTrue(Conversation.objects.filter(id=self.conversation.id).exists())
+
+    def test_owner_deletes_conversation_with_history(self) -> None:
+        response = self.owner_client.delete(self._url())
+        self.assertEqual(response.status_code, 204)
+        self.assertFalse(Conversation.objects.filter(id=self.conversation.id).exists())
+        self.assertFalse(Message.objects.filter(id=self.message.id).exists())
+
+    def test_notifications_about_conversation_are_gone(self) -> None:
+        Notification.objects.create(
+            organization=self.organization,
+            type=NotificationType.NEW_DIALOG,
+            title="Новый диалог",
+            target_route="chat",
+            target_id=str(self.conversation.id),
+            source_type="Conversation",
+            source_id=str(self.conversation.id),
+        )
+        self.owner_client.delete(self._url())
+        self.assertEqual(Notification.objects.count(), 0)
+
+    def test_deleted_conversation_cannot_be_written_to(self) -> None:
+        self.owner_client.delete(self._url())
+        response = self.owner_client.post(
+            f"{self._url()}messages/",
+            data=json.dumps({"text": "ещё раз"}),
+            content_type="application/json",
+        )
+        self.assertEqual(response.status_code, 404)
+
+    def test_missing_conversation_is_not_found(self) -> None:
+        self.owner_client.delete(self._url())
+        self.assertEqual(self.owner_client.delete(self._url()).status_code, 404)

apps/backend/chatballs/conversations/test_directory.py

@@ -1,8 +1,15 @@
-"""Справочник выбора ответственного: ограниченная выдача и поиск на сервере."""
+"""Справочник выбора ответственного: ограниченная выдача, поиск и присутствие."""
 
+from datetime import timedelta
+from unittest import mock
+
+from django.core.cache import cache
 from django.test import TestCase
+from django.utils import timezone
 
+from chatballs.channels.models import Channel
 from chatballs.conversations.chat_extras_views import DIRECTORY_LIMIT
+from chatballs.conversations.models import Contact, Conversation, LifecycleState
 from chatballs.identity.bootstrap import bootstrap_owner
 from chatballs.identity.models import (
     EmployeeRole,
@@ -10,6 +17,7 @@ from chatballs.identity.models import (
     Organization,
     OrganizationMembership,
 )
+from chatballs.presence import touch
 from chatballs.testing import TenantAPIClient as APIClient
 
 
@@ -54,3 +62,65 @@ class ConversationDirectoryTests(TestCase):
 
     def test_groups_are_returned_as_before(self) -> None:
         self.assertIn("groups", self._directory())
+
+
+class DirectoryPresenceTests(TestCase):
+    """Присутствие и загрузка в выборе ответственного (макет Q5).
+
+    Назначить отсутствующего можно — признак ничего не запрещает; он лишь
+    отвечает на вопрос «кто сейчас за рабочим местом».
+    """
+
+    def setUp(self) -> None:
+        cache.clear()
+        self.organization = Organization.objects.create(name="Example", slug="directory-presence")
+        self.owner = self._employee("owner@dir.test", EmployeeRole.OWNER)
+        self.away = self._employee("away@dir.test", EmployeeRole.EMPLOYEE)
+        self.client = APIClient()
+        self.client.force_authenticate(self.owner.user)
+
+    def _employee(self, email: str, role: str) -> OrganizationMembership:
+        user = HumanUser.objects.create_user(email=email, password="Password-123")
+        return OrganizationMembership.objects.create(
+            user=user, organization=self.organization, role=role, position_title="Specialist"
+        )
+
+    def _rows(self) -> dict[int, dict]:
+        response = self.client.get("/api/v1/conversations/directory/")
+        self.assertEqual(response.status_code, 200)
+        return {row["id"]: row for row in response.json()["employees"]}
+
+    def test_presence_is_reported_for_whoever_is_in_the_app(self) -> None:
+        touch(self.organization.id, self.owner.user_id)
+        rows = self._rows()
+        self.assertTrue(rows[self.owner.user_id]["online"])
+        self.assertIsNotNone(rows[self.owner.user_id]["lastSeenAt"])
+        self.assertFalse(rows[self.away.user_id]["online"])
+        self.assertIsNone(rows[self.away.user_id]["lastSeenAt"])
+
+    def test_long_gone_employee_is_not_online_but_remembered(self) -> None:
+        with mock.patch(
+            "chatballs.presence.timezone.now",
+            return_value=timezone.now() - timedelta(minutes=25),
+        ):
+            touch(self.organization.id, self.away.user_id)
+        row = self._rows()[self.away.user_id]
+        self.assertFalse(row["online"])
+        self.assertIsNotNone(row["lastSeenAt"])
+
+    def test_load_counts_only_open_dialogs_of_that_person(self) -> None:
+        channel = Channel.objects.create(
+            organization=self.organization, code="dir-presence", name="Канал"
+        )
+        contact = Contact.objects.create(organization=self.organization, name="Клиент")
+        for lifecycle in (LifecycleState.OPEN, LifecycleState.OPEN, LifecycleState.CLOSED):
+            Conversation.objects.create(
+                organization=self.organization,
+                channel=channel,
+                contact=contact,
+                lifecycle=lifecycle,
+                assigned_operator=self.owner.user,
+            )
+        rows = self._rows()
+        self.assertEqual(rows[self.owner.user_id]["openDialogs"], 2)
+        self.assertEqual(rows[self.away.user_id]["openDialogs"], 0)

apps/backend/chatballs/conversations/test_email_transport.py

@@ -15,6 +15,7 @@ from chatballs.conversations.models import Contact, Conversation, MessageAuthor
 from chatballs.conversations.selectors import conversation_messages
 from chatballs.conversations.serializers import conversation_payload, message_payload
 from chatballs.conversations.transports import email as email_transport
+from chatballs.conversations.transports.errors import PollFailed
 from chatballs.identity.bootstrap import bootstrap_owner
 from chatballs.identity.models import Organization
 from chatballs.integrations.models import Integration, IntegrationKind, IntegrationProvider
@@ -359,11 +360,11 @@ class EmailPollTests(TestCase):
 
         with mock.patch.object(email_transport, "_imap_connect", side_effect=OSError("refused")):
 
-            messages, marker = email_transport.poll_updates(integration)
+            with self.assertRaises(PollFailed):
+                email_transport.poll_updates(integration)
 
-        self.assertEqual(messages, [])
-
-        self.assertEqual(marker, "7:99")
+        # Курсор не сдвинулся: следующий удачный опрос продолжит с того же места.
+        self.assertEqual(integration.poll_marker, "7:99")
 
 
 

apps/backend/chatballs/conversations/test_poll_backoff.py

@@ -0,0 +1,83 @@
+"""Сбой опроса подключения: пауза с удвоением и тишина в журнале.
+
+Раньше подключение с ненастоящим токеном писало предупреждение каждые три
+секунды. Теперь после сбоя оно пропускается с растущей паузой, журнал видит
+первый сбой, выход на максимальную паузу и восстановление, а курсор при
+сбое не двигается. Демо-подключения не опрашиваются вовсе.
+"""
+
+from __future__ import annotations
+
+from unittest import mock
+
+from django.test import TestCase
+
+from chatballs.channels.models import Channel
+from chatballs.conversations import poller
+from chatballs.conversations.transports import backoff, poll
+from chatballs.conversations.transports.errors import PollFailed
+from chatballs.identity.models import Organization
+from chatballs.integrations.models import Integration, IntegrationKind, IntegrationProvider
+from chatballs.tenancy.context import TenantContext
+from chatballs.tenancy.database import tenant_atomic
+
+
+class PollBackoffTests(TestCase):
+    def setUp(self) -> None:
+        backoff.reset()
+        self.addCleanup(backoff.reset)
+        self.organization = Organization.objects.create(name="Poll", slug="poll-org")
+        with tenant_atomic(self.organization.id):
+            self.channel = Channel.objects.create(organization=self.organization, name="Main", code="main")
+            self.integration = Integration.objects.create(
+                organization=self.organization,
+                kind=IntegrationKind.MESSENGER,
+                provider=IntegrationProvider.TELEGRAM,
+                name="Bot",
+                secret="0000:not-a-token",
+                channel=self.channel,
+                poll_marker="41",
+            )
+
+    def _fail(self, *_args, **_kwargs):
+        raise PollFailed("HTTP Error 401: Unauthorized")
+
+    def test_failure_is_logged_once_and_then_skipped(self) -> None:
+        with mock.patch.dict(poller.transports._POLL, {IntegrationProvider.TELEGRAM: self._fail}):
+            with self.assertLogs("chatballs.conversations.transports.backoff", level="WARNING") as logs:
+                self.assertEqual(poll(self.integration), ([], "41"))
+            self.assertEqual(len(logs.output), 1)
+            self.assertIn("401", logs.output[0])
+            # Пока пауза не вышла, транспорт не вызывается и журнал молчит.
+            with mock.patch.object(backoff, "_now", return_value=backoff._now()):
+                with self.assertNoLogs("chatballs.conversations.transports.backoff", level="WARNING"):
+                    self.assertEqual(poll(self.integration), ([], "41"))
+            self.assertTrue(backoff.should_skip(self.integration.id))
+
+    def test_delay_doubles_up_to_the_cap_and_recovery_is_logged(self) -> None:
+        clock = [1000.0]
+        with mock.patch.object(backoff, "_now", side_effect=lambda: clock[0]):
+            with mock.patch.dict(poller.transports._POLL, {IntegrationProvider.TELEGRAM: self._fail}):
+                delays = []
+                for _ in range(10):
+                    poll(self.integration)
+                    state = backoff._failures[self.integration.id]
+                    delays.append(state.delay)
+                    clock[0] = state.next_attempt_at  # ждём ровно до следующей попытки
+            self.assertEqual(delays[:3], [6.0, 12.0, 24.0])
+            self.assertEqual(delays[-1], backoff.MAX_DELAY_SECONDS)
+            self.assertTrue(all(delay <= backoff.MAX_DELAY_SECONDS for delay in delays))
+
+            with mock.patch.dict(poller.transports._POLL, {IntegrationProvider.TELEGRAM: lambda _i: ([], "42")}):
+                with self.assertLogs("chatballs.conversations.transports.backoff", level="INFO") as logs:
+                    self.assertEqual(poll(self.integration), ([], "42"))
+            self.assertIn("recovered", logs.output[0])
+            self.assertNotIn(self.integration.id, backoff._failures)
+
+    def test_demo_seed_connections_are_not_polled(self) -> None:
+        with tenant_atomic(self.organization.id):
+            Integration.objects.filter(pk=self.integration.pk).update(config={"demoSeed": True})
+            context = TenantContext.for_resource(self.organization)
+            with mock.patch("chatballs.conversations.poller.transports.poll") as polled:
+                poller.poll_all_messengers(context)
+        polled.assert_not_called()

apps/backend/chatballs/conversations/test_queue_escalation.py

@@ -0,0 +1,246 @@
+"""Эскалация ждущих диалогов и личная очередь назначенного.
+
+Регрессия, ради которой всё это заведено: про ждущий диалог операторов окликали
+ровно один раз, и дальше суточный dedup гарантировал тишину. Назначение при этом
+молча писало внешний ключ — назначенный не узнавал, а из общей очереди диалог
+уже ушёл.
+"""
+
+from datetime import timedelta
+
+from django.core.cache import cache
+from django.test import TestCase
+from django.utils import timezone
+
+from chatballs.channels.models import Channel
+from chatballs.conversations.escalation import sweep_waiting_conversations
+from chatballs.conversations.models import (
+    Contact,
+    ControlMode,
+    Conversation,
+    ExpectedResponder,
+    LifecycleState,
+    SystemEvent,
+)
+from chatballs.conversations.queue_models import policy_for
+from chatballs.conversations.services import assign_operator
+from chatballs.identity.group_models import EmployeeGroup, EmployeeGroupMember
+from chatballs.identity.models import (
+    EmployeeRole,
+    HumanUser,
+    Organization,
+    OrganizationMembership,
+)
+from chatballs.notifications.models import Notification, NotificationAudience
+from chatballs.presence import touch
+from chatballs.testing import tenant_context_for
+
+
+class QueueTestBase(TestCase):
+    def setUp(self) -> None:
+        self.organization = Organization.objects.create(name="Example", slug="queue-escalation")
+        self.support = EmployeeGroup.objects.create(
+            organization=self.organization, name="Поддержка"
+        )
+        self.owner = self._employee("owner@queue.test", EmployeeRole.OWNER)
+        self.operator = self._employee("operator@queue.test", EmployeeRole.EMPLOYEE)
+        EmployeeGroupMember.objects.create(
+            organization=self.organization, group=self.support, employee=self.operator
+        )
+        self.context = tenant_context_for(self.owner.user, self.organization)
+        self.policy = policy_for(self.organization)
+        self.channel = Channel.objects.create(
+            organization=self.organization, group=self.support, code="esc", name="Очередь"
+        )
+        self.conversation = self._waiting_conversation()
+        # Обычный случай: смена на месте. Пустую смену проверяет
+        # PresenceEscalationTests, и она её задаёт явно.
+        cache.clear()
+        touch(self.organization.id, self.operator.user_id)
+
+    def _employee(self, email: str, role: str) -> OrganizationMembership:
+        user = HumanUser.objects.create_user(email=email, password="Password-123")
+        return OrganizationMembership.objects.create(
+            user=user, organization=self.organization, role=role, position_title="Specialist"
+        )
+
+    def _waiting_conversation(self) -> Conversation:
+        contact = Contact.objects.create(organization=self.organization, name="Клиент")
+        return Conversation.objects.create(
+            organization=self.organization,
+            channel=self.channel,
+            group=self.support,
+            contact=contact,
+            lifecycle=LifecycleState.OPEN,
+            control_mode=ControlMode.PAUSED,
+            expected_responder=ExpectedResponder.OPERATOR,
+            waiting_since=timezone.now(),
+        )
+
+    def _wait_for(self, minutes: int) -> None:
+        Conversation.objects.filter(pk=self.conversation.pk).update(
+            waiting_since=timezone.now() - timedelta(minutes=minutes)
+        )
+
+    def _dedup_keys(self) -> set[str]:
+        return set(
+            Notification.objects.filter(organization=self.organization).values_list(
+                "dedup_key", flat=True
+            )
+        )
+
+
+
+class QueueEscalationTests(QueueTestBase):
+    def test_fresh_dialog_is_not_escalated(self) -> None:
+        self.assertEqual(sweep_waiting_conversations(self.context), 0)
+        self.assertEqual(self._dedup_keys(), set())
+
+    def test_reminder_goes_to_the_group_of_the_dialog(self) -> None:
+        self._wait_for(self.policy.remind_after_minutes + 1)
+        self.assertEqual(sweep_waiting_conversations(self.context), 1)
+        reminder = Notification.objects.get(dedup_key=f"waiting:{self.conversation.id}:remind")
+        self.assertEqual(reminder.audience, NotificationAudience.OPERATORS)
+        self.assertEqual(reminder.audience_group_id, self.support.id)
+
+    def test_circle_widens_beyond_the_group(self) -> None:
+        self._wait_for(self.policy.widen_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        widened = Notification.objects.get(dedup_key=f"waiting:{self.conversation.id}:widen")
+        self.assertIsNone(widened.audience_group_id)
+
+    def test_management_is_called_last(self) -> None:
+        self._wait_for(self.policy.escalate_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        management = Notification.objects.filter(
+            dedup_key__startswith=f"waiting:{self.conversation.id}:management"
+        )
+        self.assertEqual(
+            {item.recipient_user_id for item in management}, {self.owner.user_id}
+        )
+
+    def test_second_sweep_does_not_repeat_itself(self) -> None:
+        self._wait_for(self.policy.escalate_after_minutes + 1)
+        first = sweep_waiting_conversations(self.context)
+        second = sweep_waiting_conversations(self.context)
+        self.assertGreater(first, 0)
+        self.assertEqual(second, 0)
+
+    def test_assigned_dialog_is_not_escalated_to_everyone(self) -> None:
+        assign_operator(
+            context=self.context,
+            conversation_id=self.conversation.id,
+            assignee=self.operator.user,
+        )
+        self._wait_for(self.policy.escalate_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        self.assertEqual(
+            {key for key in self._dedup_keys() if key.startswith("waiting:")}, set()
+        )
+
+
+class AssignmentTests(QueueTestBase):
+    def test_assignment_notifies_the_assignee_and_writes_history(self) -> None:
+        assign_operator(
+            context=self.context,
+            conversation_id=self.conversation.id,
+            assignee=self.operator.user,
+        )
+        notification = Notification.objects.get(
+            dedup_key=f"assign:{self.conversation.id}:{self.operator.user_id}"
+        )
+        self.assertEqual(notification.audience, NotificationAudience.USER)
+        self.assertEqual(notification.recipient_user_id, self.operator.user_id)
+        self.assertEqual(
+            list(self.conversation.messages.values_list("system_event", flat=True)),
+            [SystemEvent.ASSIGNED_TO],
+        )
+
+    def test_assigning_to_yourself_does_not_ping_you(self) -> None:
+        assign_operator(
+            context=self.context,
+            conversation_id=self.conversation.id,
+            assignee=self.owner.user,
+        )
+        self.assertFalse(
+            Notification.objects.filter(
+                dedup_key=f"assign:{self.conversation.id}:{self.owner.user_id}"
+            ).exists()
+        )
+
+    def test_unclaimed_assignment_returns_the_dialog_to_the_queue(self) -> None:
+        assign_operator(
+            context=self.context,
+            conversation_id=self.conversation.id,
+            assignee=self.operator.user,
+        )
+        Conversation.objects.filter(pk=self.conversation.pk).update(
+            assigned_at=timezone.now()
+            - timedelta(minutes=self.policy.assignment_timeout_minutes + 1)
+        )
+        sweep_waiting_conversations(self.context)
+
+        self.conversation.refresh_from_db()
+        self.assertIsNone(self.conversation.assigned_operator_id)
+        self.assertIsNone(self.conversation.assigned_at)
+        # Ожидание не обнулилось: клиент ждёт с того же момента, что и ждал.
+        self.assertIsNotNone(self.conversation.waiting_since)
+        self.assertIn(
+            SystemEvent.ASSIGNMENT_EXPIRED,
+            set(self.conversation.messages.values_list("system_event", flat=True)),
+        )
+
+
+class PresenceEscalationTests(QueueTestBase):
+    """Присутствие сокращает ожидание, но ничего не запрещает."""
+
+    def setUp(self) -> None:
+        super().setUp()
+        # Начинаем с пустой смены: за рабочим местом нет никого.
+        cache.clear()
+
+    def test_circle_widens_at_the_first_threshold_when_nobody_is_online(self) -> None:
+        self._wait_for(self.policy.remind_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        self.assertTrue(
+            Notification.objects.filter(
+                dedup_key=f"waiting:{self.conversation.id}:widen"
+            ).exists()
+        )
+
+    def test_present_operator_keeps_the_second_threshold(self) -> None:
+        touch(self.organization.id, self.operator.user_id)
+        self._wait_for(self.policy.remind_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        # Напомнили группе, но круг не расширили: в группе есть кому ответить.
+        self.assertTrue(
+            Notification.objects.filter(
+                dedup_key=f"waiting:{self.conversation.id}:remind"
+            ).exists()
+        )
+        self.assertFalse(
+            Notification.objects.filter(
+                dedup_key=f"waiting:{self.conversation.id}:widen"
+            ).exists()
+        )
+
+    def test_presence_never_delays_the_wider_circle(self) -> None:
+        touch(self.organization.id, self.operator.user_id)
+        self._wait_for(self.policy.widen_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        self.assertTrue(
+            Notification.objects.filter(
+                dedup_key=f"waiting:{self.conversation.id}:widen"
+            ).exists()
+        )
+
+    def test_operator_of_another_group_does_not_count_as_present(self) -> None:
+        outsider = self._employee("outsider@queue.test", EmployeeRole.EMPLOYEE)
+        touch(self.organization.id, outsider.user_id)
+        self._wait_for(self.policy.remind_after_minutes + 1)
+        sweep_waiting_conversations(self.context)
+        self.assertTrue(
+            Notification.objects.filter(
+                dedup_key=f"waiting:{self.conversation.id}:widen"
+            ).exists()
+        )

apps/backend/chatballs/conversations/test_queue_order.py

@@ -0,0 +1,172 @@
+"""Очередь к оператору: с какого момента идёт ожидание и в каком порядке разбирают.
+
+Регрессия, ради которой заведён waiting_since: «дольше всех ждущий» считался по
+времени последнего сообщения, поэтому клиент, напомнивший о себе, уезжал в конец
+очереди. Чем настойчивее человек, тем позже до него доходили руки.
+"""
+
+from datetime import timedelta
+from unittest import mock
+
+from django.test import TestCase
+from django.utils import timezone
+
+from chatballs.ai.models import AIAgent
+from chatballs.channels.models import Channel
+from chatballs.conversations.ingest import ingest_inbound
+from chatballs.conversations.models import ControlMode, Conversation
+from chatballs.conversations.selectors import order_conversations
+from chatballs.conversations.services import (
+    claim_conversation,
+    close_conversation,
+    return_to_queue,
+)
+from chatballs.conversations.transports.base import InboundMessage
+from chatballs.identity.bootstrap import bootstrap_owner
+from chatballs.identity.models import HumanUser, Organization
+from chatballs.integrations.models import Integration, IntegrationKind, IntegrationProvider
+from chatballs.notifications.models import Notification, NotificationType
+from chatballs.testing import tenant_context_for
+
+
+class QueueTestBase(TestCase):
+    def setUp(self) -> None:
+        bootstrap_owner(email="owner@example.com", password="temporary-password")
+        self.organization = Organization.objects.get(slug="demo")
+        self.owner = HumanUser.objects.get(email="owner@example.com")
+        self.context = tenant_context_for(self.owner, self.organization)
+        # Канал без активного агента: каждый входящий сразу создаёт очередь.
+        self.channel = Channel.objects.create(
+            organization=self.organization, code="queue-order", name="Очередь"
+        )
+        self.integration = Integration.objects.create(
+            organization=self.organization,
+            kind=IntegrationKind.MESSENGER,
+            provider=IntegrationProvider.TELEGRAM,
+            name="queue-bot",
+            channel=self.channel,
+        )
+
+    def _ingest(self, external_id: str, chat_id: str, text: str) -> None:
+        inbound = InboundMessage(
+            external_id=external_id,
+            user_id=chat_id,
+            chat_id=chat_id,
+            text=text,
+            display_name=chat_id,
+        )
+        with (
+            mock.patch("chatballs.conversations.ingest.run_channel_turn"),
+            mock.patch("chatballs.conversations.ingest.transports.send_reply"),
+        ):
+            ingest_inbound(self.integration, inbound)
+
+    def _waiting_order(self) -> list[int]:
+        ordered, _ = order_conversations(
+            Conversation.objects.filter(organization=self.organization), "waiting"
+        )
+        return list(ordered.values_list("id", flat=True))
+
+
+
+class QueueOrderTests(QueueTestBase):
+    def test_new_dialog_without_agent_starts_waiting(self) -> None:
+        self._ingest("m-1", "chat-1", "Здравствуйте")
+        conversation = self.channel.conversations.get()
+        self.assertEqual(conversation.control_mode, ControlMode.PAUSED)
+        self.assertIsNotNone(conversation.waiting_since)
+
+    def test_reminder_from_customer_does_not_restart_the_wait(self) -> None:
+        self._ingest("m-1", "chat-1", "Здравствуйте")
+        conversation = self.channel.conversations.get()
+        started = conversation.waiting_since
+
+        self._ingest("m-2", "chat-1", "Ну что там?")
+
+        conversation.refresh_from_db()
+        self.assertEqual(conversation.waiting_since, started)
+        # Свежесть диалога при этом обновилась — ожидание и активность разные вещи.
+        self.assertGreater(conversation.last_message_at, started)
+
+    def test_longest_waiting_goes_first_even_after_a_reminder(self) -> None:
+        self._ingest("a-1", "chat-a", "Первый вопрос")
+        first = Conversation.objects.get(external_chat_id="chat-a")
+        # Первый диалог ждёт заметно дольше второго.
+        Conversation.objects.filter(pk=first.pk).update(
+            waiting_since=timezone.now() - timedelta(hours=2)
+        )
+        self._ingest("b-1", "chat-b", "Второй вопрос")
+        second = Conversation.objects.get(external_chat_id="chat-b")
+
+        # …и именно он напоминает о себе, двигая своё последнее сообщение вперёд.
+        self._ingest("a-2", "chat-a", "Всё ещё жду")
+
+        self.assertEqual(self._waiting_order(), [first.id, second.id])
+
+    def test_claim_ends_the_wait_and_return_to_queue_starts_a_new_one(self) -> None:
+        self._ingest("m-1", "chat-1", "Здравствуйте")
+        conversation = self.channel.conversations.get()
+        first_wait = conversation.waiting_since
+
+        claimed = claim_conversation(context=self.context, conversation_id=conversation.id)
+        self.assertEqual(claimed.control_mode, ControlMode.HUMAN)
+        self.assertIsNone(claimed.waiting_since)
+
+        returned = return_to_queue(context=self.context, conversation_id=conversation.id)
+        self.assertEqual(returned.control_mode, ControlMode.PAUSED)
+        self.assertIsNotNone(returned.waiting_since)
+        # Ожидание началось заново: диалог успел побывать у оператора.
+        self.assertGreater(returned.waiting_since, first_wait)
+
+    def test_closed_dialog_leaves_the_queue(self) -> None:
+        self._ingest("z-1", "chat-z", "Вопрос")
+        conversation = self.channel.conversations.get()
+        self.assertIsNotNone(conversation.waiting_since)
+
+        closed = close_conversation(context=self.context, conversation_id=conversation.id)
+        self.assertIsNone(closed.waiting_since)
+
+
+class NewDialogNotificationTests(QueueTestBase):
+    """«Новый диалог» и «клиент запросил оператора» — разные события.
+
+    Диалог начинается и на канале с работающим агентом, где человека никто не
+    звал. Назвать такой оклик просьбой о человеке — соврать тому, кто на него
+    подписан.
+    """
+
+    def _last_type(self) -> str:
+        return (
+            Notification.objects.filter(organization=self.organization)
+            .order_by("-id")
+            .values_list("type", flat=True)
+            .first()
+        )
+
+    def test_dialog_without_an_agent_asks_for_a_person(self) -> None:
+        self._ingest("n-1", "chat-n", "Здравствуйте")
+        self.assertEqual(self._last_type(), NotificationType.OPERATOR_REQUESTED)
+
+    def test_dialog_handled_by_the_agent_is_just_a_new_dialog(self) -> None:
+        agent = AIAgent.objects.create(
+            organization=self.organization,
+            channel=self.channel,
+            name="Консультант",
+            is_active=True,
+        )
+        self.assertTrue(agent.is_active)
+        with mock.patch(
+            "chatballs.conversations.ingest.run_channel_turn",
+            return_value=mock.Mock(text="Здравствуйте!"),
+        ), mock.patch("chatballs.conversations.ingest.transports.send_reply"):
+            ingest_inbound(
+                self.integration,
+                InboundMessage(
+                    external_id="a-1",
+                    user_id="chat-a",
+                    chat_id="chat-a",
+                    text="Здравствуйте",
+                    display_name="chat-a",
+                ),
+            )
+        self.assertEqual(self._last_type(), NotificationType.NEW_DIALOG)

apps/backend/chatballs/conversations/test_queue_policy.py

@@ -0,0 +1,64 @@
+"""Сроки очереди через API (макет Q2).
+
+До этого пороги правились только в служебной админке — то есть де-факто никем.
+"""
+
+from django.test import TestCase
+
+from chatballs.conversations.queue_models import QueueEscalationPolicy
+from chatballs.identity.models import (
+    EmployeeRole,
+    HumanUser,
+    Organization,
+    OrganizationMembership,
+)
+from chatballs.testing import TenantAPIClient as APIClient
+
+URL = "/api/v1/conversations/queue-policy/"
+
+
+class QueuePolicyApiTests(TestCase):
+    def setUp(self) -> None:
+        self.organization = Organization.objects.create(name="Example", slug="queue-policy")
+        self.owner = self._employee("owner@policy.test", EmployeeRole.OWNER)
+        self.operator = self._employee("operator@policy.test", EmployeeRole.EMPLOYEE)
+        self.client = APIClient()
+        self.client.force_authenticate(self.owner.user)
+
+    def _employee(self, email: str, role: str) -> OrganizationMembership:
+        user = HumanUser.objects.create_user(email=email, password="Password-123")
+        return OrganizationMembership.objects.create(
+            user=user, organization=self.organization, role=role, position_title="Specialist"
+        )
+
+    def test_first_read_returns_usual_delays(self) -> None:
+        response = self.client.get(URL)
+        self.assertEqual(response.status_code, 200)
+        payload = response.json()
+        self.assertEqual(payload["remind_after_minutes"], 5)
+        self.assertEqual(payload["assignment_timeout_minutes"], 10)
+        self.assertEqual(payload["defaults"], payload["defaults"] | {"widen_after_minutes": 15})
+        self.assertIsNone(payload["updatedAt"])
+
+    def test_saving_remembers_who_and_when(self) -> None:
+        response = self.client.patch(URL, {"remind_after_minutes": 3}, format="json")
+        self.assertEqual(response.status_code, 200)
+        payload = response.json()
+        self.assertEqual(payload["remind_after_minutes"], 3)
+        self.assertEqual(payload["updatedBy"], self.owner.user.full_name or self.owner.user.email)
+        self.assertIsNotNone(payload["updatedAt"])
+        self.assertEqual(QueueEscalationPolicy.objects.get().remind_after_minutes, 3)
+
+    def test_nonsense_values_are_refused(self) -> None:
+        for value in (0, -5, 10000, "быстро", True):
+            with self.subTest(value=value):
+                response = self.client.patch(URL, {"widen_after_minutes": value}, format="json")
+                self.assertEqual(response.status_code, 400)
+        self.assertEqual(QueueEscalationPolicy.objects.get().widen_after_minutes, 15)
+
+    def test_operator_reads_but_does_not_change(self) -> None:
+        self.client.force_authenticate(self.operator.user)
+        self.assertEqual(self.client.get(URL).status_code, 403)
+        self.assertEqual(
+            self.client.patch(URL, {"remind_after_minutes": 1}, format="json").status_code, 403
+        )

apps/backend/chatballs/conversations/test_search_language.py

@@ -0,0 +1,59 @@
+"""Поиск по переписке на обоих языках идёт одной конфигурацией — «russian».
+
+Выглядит как недосмотр: англоязычная установка ищет по своим письмам русской
+конфигурацией. На деле «russian» в PostgreSQL — не «русский стеммер на всё», а
+карта по типу токена: латиница уходит в english_stem, кириллица — в
+russian_stem. То есть английские слова уже стеммятся английским стеммером.
+
+Обратное неверно, и это здесь же проверяется: «english» отдаёт кириллицу
+english_stem и оставляет её без основы. Поэтому второй индекс под английский не
+нужен, а замена конфигурации на «english» была бы регрессом для русской
+переписки. Тест стоит затем, чтобы это не «починили» ещё раз.
+"""
+
+from __future__ import annotations
+
+from django.db import connection
+from django.test import TestCase
+
+from chatballs.conversations.models import Message
+
+
+class SearchConfigTests(TestCase):
+    def _matches(self, config: str, text: str, query: str) -> bool:
+        with connection.cursor() as cursor:
+            cursor.execute(
+                "SELECT to_tsvector(%s, %s) @@ websearch_to_tsquery(%s, %s)",
+                [config, text, config, query],
+            )
+            return cursor.fetchone()[0]
+
+    def test_russian_config_stems_english_words(self) -> None:
+        self.assertTrue(self._matches("russian", "the deliveries arrived", "delivery"))
+        self.assertTrue(self._matches("russian", "we are shipping orders", "shipped"))
+
+    def test_russian_config_stems_russian_words(self) -> None:
+        self.assertTrue(self._matches("russian", "заказы доставлены", "заказ"))
+
+    def test_english_config_leaves_russian_words_unstemmed(self) -> None:
+        # Ровно причина, по которой конфигурация не переключается по языку
+        # организации: на английской конфигурации «заказы» не находит «заказ».
+        self.assertFalse(self._matches("english", "заказы доставлены", "заказ"))
+
+    def test_messages_are_indexed_with_the_same_configuration(self) -> None:
+        # Конфигурация входит в выражение индекса: разойдись она с запросом —
+        # поиск ушёл бы в полный скан. Читаем определение из самой базы, а не
+        # из питоновского объекта: в базе лежит то, что реально применится.
+        with connection.cursor() as cursor:
+            cursor.execute(
+                "SELECT indexdef FROM pg_indexes WHERE indexname = %s",
+                ["conv_message_text_fts"],
+            )
+            row = cursor.fetchone()
+        self.assertIsNotNone(row, "индекс полнотекстового поиска не создан")
+        self.assertIn("'russian'", row[0])
+        self.assertEqual(
+            [i.name for i in Message._meta.indexes if "fts" in i.name],
+            ["conv_message_text_fts"],
+            "второй индекс под язык не нужен: «russian» уже покрывает латиницу",
+        )

apps/backend/chatballs/conversations/tests.py

@@ -3,7 +3,6 @@ from unittest import mock
 
 from django.test import TestCase, override_settings
 
-from chatballs.ai.limits import LimitExceeded
 from chatballs.ai.models import AIAgent, AIAgentStatus
 from chatballs.ai.provider.base import ProviderError
 from chatballs.channels.models import Channel
@@ -42,10 +41,9 @@ def _messenger_connection(channel):
     )
 
 
-class IngestLimitHandlingTests(TestCase):
-    """При срабатывании дневного лимита стоимости (LimitExceeded) диалог не должен
-    «зависать»: его передают оператору с fallback-ответом клиенту (как при сбое
-    провайдера). См. ingest.ingest_inbound.
+class IngestProviderFailureTests(TestCase):
+    """При сбое провайдера диалог не должен «зависать»: его передают оператору с
+    fallback-ответом клиенту. См. ingest.ingest_inbound.
     """
 
     def setUp(self) -> None:
@@ -63,13 +61,13 @@ class IngestLimitHandlingTests(TestCase):
             external_id="ext-1", user_id="user-1", chat_id="chat-1", text="Здравствуйте", display_name="Гость"
         )
 
-    def test_limit_exceeded_hands_off_to_operator(self) -> None:
+    def test_provider_failure_hands_off_to_operator(self) -> None:
         from chatballs.conversations.ingest import ingest_inbound
 
         with (
             mock.patch(
                 "chatballs.conversations.ingest.run_channel_turn",
-                side_effect=LimitExceeded("Channel daily AI cost limit reached"),
+                side_effect=ProviderError("provider is down"),
             ),
             mock.patch("chatballs.conversations.ingest.transports.send_reply", return_value=True) as send,
         ):
@@ -170,6 +168,123 @@ class TransportNormalizeTests(TestCase):
         self.assertEqual(inbound.phone, "")
         self.assertEqual(inbound.text, "Здравствуйте")
 
+    def test_max_voice_attachment_becomes_a_voice_message(self) -> None:
+        update = {
+            "update_type": "message_created",
+            "message": {
+                "sender": {"user_id": 42, "name": "Мария"},
+                "recipient": {"chat_id": 100},
+                "body": {
+                    "mid": "m-3",
+                    "text": "",
+                    "attachments": [
+                        {
+                            "type": "audio",
+                            "duration": 7,
+                            "payload": {"url": "https://cdn.example.test/voice.ogg"},
+                        }
+                    ],
+                },
+            },
+        }
+        inbound = max_transport._normalize(update)
+        self.assertIsNotNone(inbound)
+        self.assertEqual(inbound.voice_url, "https://cdn.example.test/voice.ogg")
+        self.assertEqual(inbound.voice_duration, 7)
+        self.assertFalse(inbound.voice_unavailable)
+
+    def test_max_voice_without_url_still_reaches_the_operator(self) -> None:
+        # Форма вложения у MAX описана неполно. Незнакомая — не повод молча
+        # терять реплику клиента: оператор увидит её заглушкой.
+        update = {
+            "update_type": "message_created",
+            "message": {
+                "sender": {"user_id": 42, "name": "Мария"},
+                "recipient": {"chat_id": 100},
+                "body": {
+                    "mid": "m-4",
+                    "text": "",
+                    "attachments": [{"type": "audio", "payload": {"token": "abc"}}],
+                },
+            },
+        }
+        inbound = max_transport._normalize(update)
+        self.assertIsNotNone(inbound)
+        self.assertTrue(inbound.voice_unavailable)
+        self.assertEqual(inbound.voice_url, "")
+
+    def test_max_event_without_body_pulls_the_message_from_the_chat(self) -> None:
+        # Боевой случай: на голосовое MAX присылает message_created вообще без
+        # message. Содержимое достаём отдельным запросом, иначе реплика клиента
+        # не доедет до оператора.
+        integration = mock.Mock(secret="token", id=7, config={})
+        updates = {
+            "updates": [
+                {"timestamp": 1789442982299, "user_locale": "ru", "update_type": "message_created"}
+            ],
+            "marker": 42,
+        }
+        chats = {"chats": [{"chat_id": 100, "last_event_time": 1789442982299}]}
+        messages = {
+            "messages": [
+                {
+                    "sender": {"user_id": 42, "name": "Мария"},
+                    "recipient": {"chat_id": 100},
+                    "body": {
+                        "mid": "m-9",
+                        "text": "",
+                        "attachments": [
+                            {
+                                "type": "audio",
+                                "duration": 5,
+                                "payload": {"url": "https://cdn.example.test/v.ogg"},
+                            }
+                        ],
+                    },
+                }
+            ]
+        }
+
+        def fake_request(url, **kwargs):
+            if "/updates" in url:
+                return updates
+            if "/chats" in url:
+                return chats
+            return messages
+
+        with mock.patch(
+            "chatballs.conversations.transports.max.request_json", side_effect=fake_request
+        ):
+            found, marker = max_transport.poll_updates(integration)
+
+        self.assertEqual(marker, "42")
+        self.assertEqual(len(found), 1)
+        self.assertEqual(found[0].external_id, "m-9")
+        self.assertEqual(found[0].voice_url, "https://cdn.example.test/v.ogg")
+
+    def test_max_does_not_touch_chats_when_the_event_has_a_body(self) -> None:
+        integration = mock.Mock(secret="token", id=7, config={})
+        updates = {
+            "updates": [
+                {
+                    "update_type": "message_created",
+                    "timestamp": 1,
+                    "message": {
+                        "sender": {"user_id": 42, "name": "Мария"},
+                        "recipient": {"chat_id": 100},
+                        "body": {"mid": "m-1", "text": "Здравствуйте"},
+                    },
+                }
+            ],
+            "marker": 7,
+        }
+        with mock.patch(
+            "chatballs.conversations.transports.max.request_json", return_value=updates
+        ) as request:
+            found, _marker = max_transport.poll_updates(integration)
+        self.assertEqual(len(found), 1)
+        self.assertEqual(request.call_count, 1)
+
 
 class ContactShareIngestTests(TestCase):
     """Шаринг контакта: телефон сохраняется в Contact, AI-ход не запускается,
@@ -423,7 +538,7 @@ class WebchatContactTests(TestCase):
         )
         self.assertTrue(
             Notification.objects.filter(
-                type=NotificationType.DIALOG_WAITING,
+                type=NotificationType.OPERATOR_REQUESTED,
                 audience=NotificationAudience.OPERATORS,
                 target_id=str(conversation.id),
             ).exists()
@@ -431,7 +546,7 @@ class WebchatContactTests(TestCase):
         self.assertEqual(
             set(
                 Notification.objects.filter(
-                    type=NotificationType.INTEGRATION_ERROR,
+                    type=NotificationType.AI_STOPPED,
                     audience=NotificationAudience.USER,
                     target_id=str(conversation.id),
                 ).values_list("recipient_user__email", flat=True)

apps/backend/chatballs/conversations/transports/__init__.py

@@ -1,6 +1,9 @@
+from chatballs.conversations.transports import backoff
 from chatballs.conversations.transports import email as _email
 from chatballs.conversations.transports import max as _max
 from chatballs.conversations.transports import telegram as _telegram
+from chatballs.conversations.transports.errors import PollFailed
+from chatballs.i18n import t
 from chatballs.integrations.models import IntegrationProvider
 
 _POLL = {
@@ -50,7 +53,22 @@ SUPPORTED_PROVIDERS = tuple(_POLL.keys())
 
 
 def poll(integration):
-    return _POLL[integration.provider](integration)
+    """Опрос подключения с паузой после сбоя (transports.backoff).
+
+    Сбой транспорта не роняет цикл и не пишется в журнал на каждой попытке:
+    подключение пропускается с растущей паузой, а журнал видит только смену
+    состояния. Курсор при сбое не двигается.
+    """
+
+    if backoff.should_skip(integration.id):
+        return [], integration.poll_marker
+    try:
+        result = _POLL[integration.provider](integration)
+    except PollFailed as error:
+        backoff.record_failure(integration, error)
+        return [], integration.poll_marker
+    backoff.record_success(integration)
+    return result
 
 
 def send_reply(integration, *, chat_id: str, user_id: str, text: str) -> bool:
@@ -114,7 +132,7 @@ def download_file(integration, inbound_file) -> tuple[bytes, str]:
         return content, inbound_file.content_type or guessed
     if integration.provider == IntegrationProvider.MAX and inbound_file.url:
         return _max.download_file(integration, inbound_file.url, inbound_file.content_type)
-    raise ValueError("File download is not supported for this provider")
+    raise ValueError(t("conversations.file_download_unsupported"))
 
 
 def supports_file_send(integration) -> bool:
@@ -136,6 +154,36 @@ def send_file(integration, *, chat_id: str, user_id: str, content: bytes, filena
     )
 
 
+# Фото контакта (chatballs.conversations.contact_avatars): MAX отдаёт адрес в
+# профиле отправителя, Telegram — только по отдельному запросу к API.
+
+
+def avatar_source(integration, inbound) -> str:
+    """Чем определяется «то же самое фото» у этого провайдера.
+
+    Пока значение не изменилось, фото не перекачивается. У MAX это адрес из
+    апдейта, у Telegram — сам отправитель: апдейт про фото ничего не говорит,
+    и спрашивать API на каждое сообщение было бы расточительством.
+    """
+    if integration.provider == IntegrationProvider.TELEGRAM:
+        return f"tg:{inbound.user_id}" if inbound.user_id else ""
+    return inbound.avatar_url
+
+
+def download_avatar(integration, inbound) -> tuple[bytes, str] | None:
+    """Фото отправителя: (байты, ключ источника). None — фото у провайдера нет."""
+    source = avatar_source(integration, inbound)
+    if not source:
+        return None
+    if integration.provider == IntegrationProvider.TELEGRAM:
+        content = _telegram.download_profile_photo(integration, inbound.user_id)
+        return (content, source) if content else None
+    if integration.provider == IntegrationProvider.MAX and inbound.avatar_url:
+        content, _content_type = _max.download_file(integration, inbound.avatar_url, "")
+        return (content, source) if content else None
+    return None
+
+
 def download_voice(integration, inbound) -> tuple[bytes, str]:
     if inbound.voice_content:
         return inbound.voice_content, inbound.voice_mime or "audio/webm"
@@ -143,7 +191,7 @@ def download_voice(integration, inbound) -> tuple[bytes, str]:
         return _telegram.download_voice(integration, inbound.voice_file_id)
     if integration.provider == IntegrationProvider.MAX and inbound.voice_url:
         return _max.download_voice(integration, inbound.voice_url)
-    raise ValueError("Voice download is not supported for this provider")
+    raise ValueError(t("conversations.voice_download_unsupported"))
 
 
 def supports_voice_send(integration) -> bool:

apps/backend/chatballs/conversations/transports/backoff.py

@@ -0,0 +1,76 @@
+"""Пауза между попытками опроса подключения после сбоя.
+
+Воркер опрашивает мессенджеры каждые три секунды. Подключение с отозванным
+токеном или недоступным сервером отвечало ошибкой на каждый цикл и писало
+её в журнал двадцать раз в минуту — журнал переставал быть читаемым, а
+чужой сервер получал бессмысленный поток запросов. Теперь после сбоя
+подключение пропускается с растущей паузой, а в журнал попадают только
+изменения состояния: первый сбой, выход на максимальную паузу и
+восстановление.
+
+Состояние живёт в памяти процесса: воркер один, а после перезапуска первая
+попытка всё равно нужна.
+"""
+
+from __future__ import annotations
+
+import logging
+import time
+from dataclasses import dataclass
+
+logger = logging.getLogger(__name__)
+
+# Первая пауза — два цикла опроса, дальше удвоение до четверти часа.
+FIRST_DELAY_SECONDS = 6.0
+MAX_DELAY_SECONDS = 900.0
+
+
+@dataclass
+class _Failure:
+    failures: int
+    next_attempt_at: float
+    delay: float
+
+
+_failures: dict[int, _Failure] = {}
+
+
+def _now() -> float:
+    return time.monotonic()
+
+
+def should_skip(integration_id: int) -> bool:
+    state = _failures.get(integration_id)
+    return state is not None and _now() < state.next_attempt_at
+
+
+def record_failure(integration, error: object) -> None:
+    previous = _failures.get(integration.id)
+    failures = (previous.failures if previous else 0) + 1
+    delay = min(FIRST_DELAY_SECONDS * 2 ** (failures - 1), MAX_DELAY_SECONDS)
+    _failures[integration.id] = _Failure(failures=failures, next_attempt_at=_now() + delay, delay=delay)
+    if failures == 1:
+        logger.warning(
+            "%s poll failed for integration %s: %s (next attempt in %.0fs)",
+            integration.provider, integration.id, error, delay,
+        )
+    elif delay >= MAX_DELAY_SECONDS and (previous is None or previous.delay < MAX_DELAY_SECONDS):
+        logger.warning(
+            "%s poll keeps failing for integration %s: %s (retrying every %.0f min)",
+            integration.provider, integration.id, error, MAX_DELAY_SECONDS / 60,
+        )
+
+
+def record_success(integration) -> None:
+    state = _failures.pop(integration.id, None)
+    if state is not None:
+        logger.info(
+            "%s poll recovered for integration %s after %s failure(s)",
+            integration.provider, integration.id, state.failures,
+        )
+
+
+def reset() -> None:
+    """Для тестов: забыть все сбои."""
+
+    _failures.clear()

apps/backend/chatballs/conversations/transports/base.py

@@ -10,6 +10,7 @@ from dataclasses import dataclass, field
 
 from django.conf import settings
 
+from chatballs.i18n import t
 from chatballs.integrations.outbound import ensure_downloadable
 from chatballs.integrations.proxy import build_opener
 
@@ -59,6 +60,10 @@ class InboundMessage:
     voice_content: bytes = b""
     voice_duration: int = 0
     voice_mime: str = ""
+    # Голосовое в сообщении есть, но источника для скачивания провайдер не дал
+    # (незнакомая форма вложения). Сообщение всё равно доезжает до оператора
+    # заглушкой: молча терять реплику клиента нельзя.
+    voice_unavailable: bool = False
     # Файлы и фото: каждый становится отдельным сообщением kind=file.
     files: tuple[InboundFile, ...] = field(default_factory=tuple)
 
@@ -104,7 +109,7 @@ def download_bytes(
     with opener.open(request, timeout=settings.CHATBALLS_AI_REQUEST_TIMEOUT) as response:
         data = response.read(max_bytes + 1)
     if len(data) > max_bytes:
-        raise ValueError("Файл больше допустимого размера")
+        raise ValueError(t("conversations.file_too_large"))
     return data