Merge pull request #3 from dartdavros/codex/help-center-navigation-related

Навигация и связанные статьи портала помощи

VERSION

@@ -1 +1 @@
-1.14.0
+1.15.0

apps/backend/chatballs/ai/invocation.py

@@ -31,18 +31,25 @@ from chatballs.ai.provider.base import (
 from chatballs.ai.provider.factory import get_provider
 from chatballs.ai.provider.resilience import CircuitBreaker, call_with_resilience
 
+
 # Предохранитель считает сбои по ключу «организация + интеграция»: провайдер у
 # каждой организации свой, и отозванный ключ одной не имеет отношения к AI
 # остальных. Общий на процесс предохранитель гасил AI у всех сразу.
-_breakers: dict[tuple[int, int], CircuitBreaker] = {}
+@dataclass(slots=True)
+class _BreakerSlot:
+    revision: int
+    breaker: CircuitBreaker
 
 
-def _breaker(key: tuple[int, int]) -> CircuitBreaker:
-    breaker = _breakers.get(key)
-    if breaker is None:
-        breaker = CircuitBreaker()
-        _breakers[key] = breaker
-    return breaker
+_breakers: dict[tuple[int, int], _BreakerSlot] = {}
+
+
+def _breaker(key: tuple[int, int], revision: int) -> CircuitBreaker:
+    slot = _breakers.get(key)
+    if slot is None or slot.revision != revision:
+        slot = _BreakerSlot(revision=revision, breaker=CircuitBreaker())
+        _breakers[key] = slot
+    return slot.breaker
 
 
 def reset_breakers() -> None:
@@ -51,13 +58,14 @@ def reset_breakers() -> None:
     _breakers.clear()
 
 
-def _breaker_key(channel) -> tuple[int, int]:
+def _breaker_identity(channel) -> tuple[tuple[int, int], int]:
     """Ключ предохранителя. Без канала провайдер может быть только тестовым —
     считать сбои там не по чему, и общий ключ (0, 0) никому не мешает."""
 
     if channel is None:
-        return (0, 0)
-    return (channel.organization_id, routing.integration_id(channel))
+        return (0, 0), 0
+    integration_id, revision = routing.integration_runtime_identity(channel)
+    return (channel.organization_id, integration_id), revision
 
 
 def _elapsed_ms(started: float) -> int:
@@ -72,6 +80,7 @@ class ChatJob:
     model: str
     messages: list[ChatMessage]
     breaker_key: tuple[int, int]
+    breaker_revision: int
     params: dict | None = None
 
 
@@ -83,6 +92,7 @@ class EmbeddingJob:
     model: str
     texts: list[str]
     breaker_key: tuple[int, int]
+    breaker_revision: int
 
 
 def _effective_model(channel, requested_model: str | None) -> str:
@@ -109,11 +119,13 @@ def prepare_chat(
 ) -> ChatJob:
     """Шаг в транзакции: провайдер, модель и очищенный от ПДн текст запроса."""
 
+    breaker_key, breaker_revision = _breaker_identity(channel)
     return ChatJob(
         provider=get_provider(channel=channel, timeout=timeout),
         model=_effective_model(channel, model),
         messages=[ChatMessage(role=item.role, content=redact(item.content)) for item in messages],
-        breaker_key=_breaker_key(channel),
+        breaker_key=breaker_key,
+        breaker_revision=breaker_revision,
         params=params,
     )
 
@@ -124,7 +136,7 @@ def run_chat(job: ChatJob) -> ChatResult:
     return call_with_resilience(
         lambda: job.provider.chat(messages=job.messages, model=job.model, params=job.params),
         retries=settings.CHATBALLS_AI_MAX_RETRIES,
-        breaker=_breaker(job.breaker_key),
+        breaker=_breaker(job.breaker_key, job.breaker_revision),
     )
 
 
@@ -200,11 +212,13 @@ def prepare_embedding(
 ) -> EmbeddingJob:
     """Шаг в транзакции: провайдер эмбеддингов организации."""
 
+    breaker_key, breaker_revision = _breaker_identity(channel)
     return EmbeddingJob(
         provider=get_provider(channel=channel, timeout=timeout),
         model=model,
         texts=texts,
-        breaker_key=_breaker_key(channel),
+        breaker_key=breaker_key,
+        breaker_revision=breaker_revision,
     )
 
 
@@ -214,7 +228,7 @@ def run_embedding(job: EmbeddingJob) -> list[EmbeddingResult]:
     return call_with_resilience(
         lambda: job.provider.embed(texts=job.texts, model=job.model),
         retries=settings.CHATBALLS_AI_MAX_RETRIES,
-        breaker=_breaker(job.breaker_key),
+        breaker=_breaker(job.breaker_key, job.breaker_revision),
     )
 
 

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

@@ -38,17 +38,11 @@ import urllib.error
 import urllib.request
 
 from chatballs.ai.provider.base import (
-
     ChatMessage,
-
     ChatResult,
-
     EmbeddingResult,
-
     ProviderError,
-
     ProviderRejected,
-
 )
 from chatballs.i18n import t
 from chatballs.integrations.proxy import build_opener

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

@@ -38,10 +38,10 @@ def call_with_resilience(
     sleep: Callable[[float], None] = time.sleep,
     backoff: float = 0.5,
 ):
+    if breaker is not None:
+        breaker.before()
     attempt = 0
     while True:
-        if breaker is not None:
-            breaker.before()
         try:
             result = func()
         except ProviderRejected:
@@ -49,10 +49,10 @@ def call_with_resilience(
             # предохранитель тут ни при чём — сам провайдер жив и отвечает.
             raise
         except ProviderError:
-            if breaker is not None:
-                breaker.on_failure()
             attempt += 1
             if attempt > retries:
+                if breaker is not None:
+                    breaker.on_failure()
                 raise
             sleep(backoff * attempt)
             continue

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

@@ -136,6 +136,16 @@ def integration_id(channel) -> int:
         return 0
 
 
+def integration_runtime_identity(channel) -> tuple[int, int]:
+    """Идентификатор и версия runtime-настроек выбранного провайдера."""
+
+    try:
+        integration = _channel_integration(channel)
+    except IntegrationNotConfigured:
+        return 0, 0
+    return integration.id, integration.runtime_revision
+
+
 def _provider_from_integration(
     integration: Integration, *, timeout: float | None = None
 ) -> LLMProvider:

apps/backend/chatballs/ai/test_provider_resilience.py

@@ -0,0 +1,67 @@
+from django.test import SimpleTestCase
+
+from chatballs.ai.invocation import _breaker, reset_breakers
+from chatballs.ai.provider.base import ProviderError
+from chatballs.ai.provider.resilience import (
+    CircuitBreaker,
+    CircuitBreakerOpen,
+    call_with_resilience,
+)
+
+
+class ProviderResilienceTests(SimpleTestCase):
+    def test_retries_count_as_one_logical_failure(self) -> None:
+        breaker = CircuitBreaker(failure_threshold=2, reset_timeout=999)
+        calls = {"n": 0}
+
+        def always_fail():
+            calls["n"] += 1
+            raise ProviderError("down")
+
+        for _ in range(2):
+            with self.assertRaises(ProviderError):
+                call_with_resilience(
+                    always_fail,
+                    retries=2,
+                    breaker=breaker,
+                    sleep=lambda _s: None,
+                )
+        self.assertEqual(calls["n"], 6)
+        with self.assertRaises(CircuitBreakerOpen):
+            call_with_resilience(always_fail, retries=2, breaker=breaker)
+        self.assertEqual(calls["n"], 6)
+
+    def test_circuit_breaker_allows_probe_after_cooldown(self) -> None:
+        now = [0.0]
+        breaker = CircuitBreaker(
+            failure_threshold=1,
+            reset_timeout=30,
+            clock=lambda: now[0],
+        )
+
+        def fail():
+            raise ProviderError("down")
+
+        with self.assertRaises(ProviderError):
+            call_with_resilience(fail, retries=0, breaker=breaker)
+        now[0] = 29
+        with self.assertRaises(CircuitBreakerOpen):
+            call_with_resilience(lambda: "ok", retries=0, breaker=breaker)
+        now[0] = 30
+        self.assertEqual(
+            call_with_resilience(lambda: "ok", retries=0, breaker=breaker),
+            "ok",
+        )
+
+    def test_runtime_revision_replaces_open_breaker(self) -> None:
+        reset_breakers()
+        self.addCleanup(reset_breakers)
+        first = _breaker((1, 2), revision=1)
+        for _ in range(first.failure_threshold):
+            first.on_failure()
+        with self.assertRaises(CircuitBreakerOpen):
+            first.before()
+
+        second = _breaker((1, 2), revision=2)
+        self.assertIsNot(second, first)
+        second.before()

apps/backend/chatballs/conversations/apps.py

@@ -9,5 +9,7 @@ class ConversationsConfig(AppConfig):
 
     def ready(self) -> None:
         # Свежесть диалога поддерживает сигнал: сообщения создаются в семи местах.
-        from chatballs.conversations import signals  # noqa: F401
-        from chatballs.conversations import event_handlers  # noqa: F401  (register outbox handlers)
+        from chatballs.conversations import (
+            event_handlers,  # noqa: F401  (register outbox handlers)
+            signals,  # noqa: F401
+        )

apps/backend/chatballs/conversations/chat_extras_views.py

@@ -7,6 +7,8 @@
 
 from __future__ import annotations
 
+import re
+
 from django.db.models import Count, Q
 from django.utils import timezone
 from rest_framework.request import Request
@@ -38,6 +40,26 @@ def _label_payload(label: ConversationLabel) -> dict[str, object]:
     return {"id": label.id, "name": label.name, "color": label.color}
 
 
+# Переменные шаблонов ответов: подставляет их интерфейс оператора при вставке
+# шаблона (internal-ui, conversations/templateVariables.ts — тот же список).
+TEMPLATE_VARIABLES = frozenset({"client_name", "operator_name", "company"})
+_TEMPLATE_TOKEN = re.compile(r"\{\{\s*(\w+)\s*\}\}")
+
+
+def _template_text_error(text: str) -> Response | None:
+    if not text:
+        return Response({"detail": t("conversations.template_text_required")}, status=400)
+    unknown = sorted(
+        {match.group(0) for match in _TEMPLATE_TOKEN.finditer(text) if match.group(1) not in TEMPLATE_VARIABLES}
+    )
+    if unknown:
+        return Response(
+            {"detail": t("conversations.template_unknown_variables", names=", ".join(unknown))},
+            status=400,
+        )
+    return None
+
+
 def _template_payload(template: ReplyTemplate) -> dict[str, object]:
     return {
         "id": template.id,
@@ -443,8 +465,8 @@ class ReplyTemplateListView(APIView):
         text = str(request.data.get("text", "")).strip()
         if not title or len(title) > 120:
             return Response({"detail": t("conversations.template_name_length")}, status=400)
-        if not text:
-            return Response({"detail": t("conversations.template_text_required")}, status=400)
+        if error := _template_text_error(text):
+            return error
         if ReplyTemplate.objects.filter(
             organization_id=request.tenant_context.organization_id, title__iexact=title
         ).exists():
@@ -475,11 +497,15 @@ class ReplyTemplateDetailView(APIView):
             title = str(request.data.get("title", "")).strip()
             if not title or len(title) > 120:
                 return Response({"detail": t("conversations.template_name_length")}, status=400)
+            if ReplyTemplate.objects.filter(
+                organization_id=template.organization_id, title__iexact=title
+            ).exclude(id=template.id).exists():
+                return Response({"detail": t("conversations.template_name_taken")}, status=409)
             template.title = title
         if "text" in request.data:
             text = str(request.data.get("text", "")).strip()
-            if not text:
-                return Response({"detail": t("conversations.template_text_required")}, status=400)
+            if error := _template_text_error(text):
+                return error
             template.text = text
         template.save()
         return Response({"template": _template_payload(template)})

apps/backend/chatballs/conversations/serializers.py

@@ -157,15 +157,28 @@ def _history_item(conversation: Conversation) -> dict[str, object]:
     }
 
 
-def _contact_username(conversation: Conversation) -> str:
-    # Username живёт на identity подключения (у контакта их может быть несколько).
-    # Только в detail-режиме — в списках это лишний запрос на каждый диалог.
+def _connection_identity(conversation: Conversation) -> ConnectionIdentity | None:
+    # Username и подпись гостя живут на identity подключения (у контакта их
+    # может быть несколько). Только в detail-режиме — в списках это лишний
+    # запрос на каждый диалог.
     if not conversation.connection_id:
-        return ""
-    identity = ConnectionIdentity.objects.filter(
+        return None
+    return ConnectionIdentity.objects.filter(
         connection_id=conversation.connection_id, contact_id=conversation.contact_id
     ).first()
-    return identity.username if identity else ""
+
+
+def _contact_is_guest(contact, identity: ConnectionIdentity | None) -> bool:
+    # Гость виджета получает имя «Гость · <код сессии>» на языке организации;
+    # та же подпись записана в display_name его identity. Пока имя не сменили,
+    # настоящего имени у контакта нет — подставлять его в ответ нельзя.
+    if not contact.name:
+        return True
+    return bool(
+        identity
+        and identity.display_name == contact.name
+        and identity.external_user_id[:6] in contact.name
+    )
 
 
 def _contact_email(conversation: Conversation) -> str:
@@ -206,6 +219,7 @@ def conversation_payload(
     # pending_counts_for); поштучный расчёт остаётся для одиночных ответов.
     last = None if detailed else (last_message or _last_message(conversation))
     channel = conversation.channel
+    identity = _connection_identity(conversation) if detailed and conversation.contact_id else None
     payload = {
         "id": conversation.id,
         "channel": {
@@ -236,7 +250,9 @@ def conversation_payload(
                 "company": conversation.contact.company,
                 "city": conversation.contact.city,
                 "email": _contact_email(conversation),
-                "username": _contact_username(conversation) if detailed else "",
+                "username": identity.username if identity else "",
+                # Для переменной {{client_name}} шаблонов ответов.
+                **({"isGuest": _contact_is_guest(conversation.contact, identity)} if detailed else {}),
             }
             if conversation.contact_id
             else None

apps/backend/chatballs/conversations/test_chat_extras.py

@@ -1,10 +1,11 @@
 import json
 
-from django.test import TestCase
+from django.test import SimpleTestCase, TestCase
 from django.utils import timezone
 
 from chatballs.channels.models import Channel
 from chatballs.conversations.models import (
+    ConnectionIdentity,
     Contact,
     ControlMode,
     Conversation,
@@ -13,6 +14,7 @@ from chatballs.conversations.models import (
     LifecycleState,
     ReplyTemplate,
 )
+from chatballs.conversations.serializers import _contact_is_guest
 from chatballs.identity.group_models import EmployeeGroup, EmployeeGroupMember
 from chatballs.identity.models import (
     EmployeeRole,
@@ -339,6 +341,65 @@ class ReplyTemplateTests(ChatExtrasTestCase):
         self.assertEqual(deleted.status_code, 204)
         self.assertFalse(ReplyTemplate.objects.exists())
 
+    def test_rename_to_taken_title_conflicts(self) -> None:
+        ReplyTemplate.objects.create(
+            organization_id=self.organization.id, title="Приветствие", text="Здравствуйте!"
+        )
+        other = ReplyTemplate.objects.create(
+            organization_id=self.organization.id, title="Прощание", text="До свидания!"
+        )
+
+        taken = self.admin_client.patch(
+            f"/api/v1/conversations/templates/{other.id}/",
+            data=json.dumps({"title": "приветствие"}),
+            content_type="application/json",
+        )
+        self.assertEqual(taken.status_code, 409)
+        other.refresh_from_db()
+        self.assertEqual(other.title, "Прощание")
+
+        # Смена регистра собственного названия — не конфликт.
+        recased = self.admin_client.patch(
+            f"/api/v1/conversations/templates/{other.id}/",
+            data=json.dumps({"title": "ПРОЩАНИЕ"}),
+            content_type="application/json",
+        )
+        self.assertEqual(recased.status_code, 200)
+        self.assertEqual(recased.json()["template"]["title"], "ПРОЩАНИЕ")
+
+    def test_template_variables_are_checked(self) -> None:
+        created = self.admin_client.post(
+            "/api/v1/conversations/templates/",
+            data=json.dumps({"title": "Приветствие", "text": "Здравствуйте, {{client_name}}! Я {{ operator_name }}, {дата}."}),
+            content_type="application/json",
+        )
+        self.assertEqual(created.status_code, 201)
+
+        typo = self.admin_client.post(
+            "/api/v1/conversations/templates/",
+            data=json.dumps({"title": "Опечатка", "text": "Здравствуйте, {{clent_name}}!"}),
+            content_type="application/json",
+        )
+        self.assertEqual(typo.status_code, 400)
+        self.assertIn("{{clent_name}}", typo.json()["detail"])
+
+        patched = self.admin_client.patch(
+            f"/api/v1/conversations/templates/{created.json()['template']['id']}/",
+            data=json.dumps({"text": "{{order_id}}"}),
+            content_type="application/json",
+        )
+        self.assertEqual(patched.status_code, 400)
+
+
+class ContactGuestTests(SimpleTestCase):
+    def test_widget_guest_label_is_not_a_name(self) -> None:
+        identity = ConnectionIdentity(external_user_id="3ffa7b0c9d", display_name="Гость · 3ffa7b")
+        self.assertTrue(_contact_is_guest(Contact(name="Гость · 3ffa7b"), identity))
+        self.assertTrue(_contact_is_guest(Contact(name=""), None))
+        # Гость представился — имя уже настоящее.
+        self.assertFalse(_contact_is_guest(Contact(name="Дмитрий Орлов"), identity))
+        self.assertFalse(_contact_is_guest(Contact(name="Иван"), None))
+
 
 class OnboardingTests(TestCase):
     def setUp(self) -> None:

apps/backend/chatballs/conversations/test_email_transport.py

@@ -19,7 +19,6 @@ 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
-
 from chatballs.testing import ai_answer, run_pending_ai_turns
 
 EMAIL_CONFIG = {

apps/backend/chatballs/conversations/test_lifecycle.py

@@ -22,7 +22,8 @@ from chatballs.integrations.models import (
     IntegrationKind,
     IntegrationProvider,
 )
-from chatballs.testing import TenantAPIClient as APIClient, run_pending_ai_turns
+from chatballs.testing import TenantAPIClient as APIClient
+from chatballs.testing import run_pending_ai_turns
 
 
 def _connection(channel: Channel) -> Integration:

apps/backend/chatballs/conversations/test_voice_ai_and_features.py

@@ -9,6 +9,7 @@ from django.test import TestCase
 from chatballs.ai.models import AIAgent, AIAgentStatus
 from chatballs.ai.provider.base import ProviderError
 from chatballs.channels.models import Channel
+from chatballs.conversations import ai_turn
 from chatballs.conversations.ingest import ingest_inbound
 from chatballs.conversations.models import ControlMode, MessageAuthor, MessageKind, TranscriptStatus
 from chatballs.conversations.transports.base import InboundMessage
@@ -16,8 +17,8 @@ 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.conversations import ai_turn
-from chatballs.testing import TenantAPIClient as APIClient, ai_answer, run_pending_ai_turns
+from chatballs.testing import TenantAPIClient as APIClient
+from chatballs.testing import ai_answer, run_pending_ai_turns
 
 
 class VoiceAiReplyTests(TestCase):

apps/backend/chatballs/conversations/tests.py

@@ -27,8 +27,8 @@ from chatballs.identity.models import (
 )
 from chatballs.integrations.models import Integration, IntegrationKind, IntegrationProvider
 from chatballs.notifications.models import Notification, NotificationAudience, NotificationType
-from chatballs.testing import ai_answer, ai_failure, run_pending_ai_turns
 from chatballs.testing import TenantAPIClient as APIClient
+from chatballs.testing import ai_answer, ai_failure, run_pending_ai_turns
 
 
 def _messenger_connection(channel):

apps/backend/chatballs/events/services.py

@@ -12,7 +12,6 @@ from chatballs.identity.models import OrganizationMembership
 from chatballs.tenancy.context import TenantActorKind, TenantContext
 from chatballs.tenancy.lookup import load_organization
 
-
 # Где живёт outbox. Захват идёт по всем организациям сразу, поэтому читает и
 # отмечает события роль platform, а не app (chatballs.tenancy.routing).
 OUTBOX_DB = "platform"

apps/backend/chatballs/i18n/messages/en.py

@@ -76,6 +76,7 @@ MESSAGES: dict[str, object] = {
     "conversations.template_name_taken": "A template with this name already exists",
     "conversations.template_not_found": "Template not found",
     "conversations.template_text_required": "The template text is required",
+    "conversations.template_unknown_variables": "Unknown variables: {names}. Use the “Insert a variable” button to add variables.",
     "conversations.unknown_label": "Unknown label",
     "conversations.unknown_priority": "Unknown priority",
     "conversations.voice_off_entry_point": "Voice messages are switched off for this entry point",
@@ -494,6 +495,7 @@ MESSAGES: dict[str, object] = {
     "settings.email_hosts_required": "Email address, IMAP host and SMTP host are required",
     "settings.email_not_a_bot": "Email cannot be a notifications bot",
     "settings.inactive_channel": "Inactive channel cannot accept connections",
+    "settings.integration_in_use": "The integration is used by an agent or channel. Select another integration for them first.",
     "settings.integration_other_organization": "Integration belongs to another organization",
     "settings.mailbox_password_required": "Mailbox password is required",
     "settings.name_required": "Name required",

apps/backend/chatballs/i18n/messages/ru.py

@@ -80,6 +80,7 @@ MESSAGES: dict[str, object] = {
     "conversations.template_name_taken": "Шаблон с таким названием уже есть",
     "conversations.template_not_found": "Шаблон не найден",
     "conversations.template_text_required": "Текст шаблона обязателен",
+    "conversations.template_unknown_variables": "Неизвестные переменные: {names}. Вставляйте переменные кнопкой «Вставить переменную».",
     "conversations.unknown_label": "Неизвестная метка",
     "conversations.unknown_priority": "Неизвестный приоритет",
     "conversations.voice_off_entry_point": "Голосовые отключены для этой точки входа",
@@ -498,6 +499,7 @@ MESSAGES: dict[str, object] = {
     "settings.email_hosts_required": "Укажите адрес, IMAP- и SMTP-сервер",
     "settings.email_not_a_bot": "Почта не может быть ботом уведомлений",
     "settings.inactive_channel": "Неактивный канал не принимает подключения",
+    "settings.integration_in_use": "Интеграция используется агентом или каналом. Сначала выберите для них другую интеграцию.",
     "settings.integration_other_organization": "Интеграция принадлежит другой организации",
     "settings.mailbox_password_required": "Укажите пароль ящика",
     "settings.name_required": "Укажите название",

apps/backend/chatballs/identity/demo_seed/data/en/conversations.json

@@ -189,7 +189,7 @@
   "replyTemplates": [
     {
       "title": "Greeting",
-      "text": "Hello! My name is {name}, I am a consultant at Nord Atelier. Could you tell me the track width and the window drop — I will work out a quote."
+      "text": "Hello! My name is {{operator_name}}, I am a consultant at Nord Atelier. Could you tell me the track width and the window drop — I will work out a quote."
     },
     {
       "title": "Lead times",

apps/backend/chatballs/identity/demo_seed/data/ru/conversations.json

@@ -189,7 +189,7 @@
   "replyTemplates": [
     {
       "title": "Приветствие",
-      "text": "Здравствуйте! Меня зовут {имя}, я консультант ателье «Норд». Подскажите, пожалуйста, ширину карниза и высоту окна — сделаю расчёт."
+      "text": "Здравствуйте! Меня зовут {{operator_name}}, я консультант ателье «Норд». Подскажите, пожалуйста, ширину карниза и высоту окна — сделаю расчёт."
     },
     {
       "title": "Сроки пошива",

apps/backend/chatballs/integrations/checking.py

@@ -0,0 +1,78 @@
+from django.core.exceptions import ValidationError
+from django.utils import timezone
+
+from chatballs.i18n import t
+from chatballs.integrations import checks
+from chatballs.integrations.models import Integration, IntegrationProvider, IntegrationStatus
+from chatballs.integrations.runtime import advance_revision_after_successful_check
+from chatballs.tenancy.context import TenantContext
+
+_CHECKS = {
+    IntegrationProvider.OPENROUTER: checks.check_openrouter,
+    IntegrationProvider.CUSTOM: checks.check_custom,
+    IntegrationProvider.DEMO: checks.check_demo,
+    IntegrationProvider.MAX: checks.check_max,
+    IntegrationProvider.TELEGRAM: checks.check_telegram,
+    IntegrationProvider.VK: checks.check_vk,
+}
+
+
+def _check_web(context: TenantContext, integration: Integration) -> tuple[bool, str, dict]:
+    """Проверить конфигурацию собственного Web-виджета без внешнего API."""
+
+    if integration.channel_id is None:
+        return False, t("integrations.check_web_not_bound"), {}
+    from chatballs.webchat.widgets import ensure_widget
+
+    try:
+        widget = ensure_widget(integration)
+    except ValidationError as error:
+        return False, "; ".join(error.messages), {}
+    if widget is None:
+        return False, t("integrations.check_web_no_config"), {}
+    if not widget.allowed_origins:
+        return False, t("integrations.check_web_no_origins"), {}
+    return True, t("integrations.check_web_active", channel=integration.channel.name), {}
+
+
+def test_integration(*, context: TenantContext, integration: Integration) -> Integration:
+    if integration.organization_id != context.organization_id:
+        raise ValidationError({"integration": t("settings.integration_other_organization")})
+    if integration.provider == IntegrationProvider.WEB:
+        ok, detail, meta = _check_web(context, integration)
+    elif integration.provider == IntegrationProvider.EMAIL:
+        ok, detail, meta = checks.check_email(
+            secret=integration.secret,
+            config=integration.config,
+        )
+    else:
+        check = _CHECKS.get(integration.provider)
+        if check is None:
+            ok, detail, meta = False, t("integrations.check_unsupported"), {}
+        else:
+            ok, detail, meta = check(
+                secret=integration.secret,
+                base_url=str(integration.config.get("base_url", "")),
+                proxy_url=str(integration.config.get("proxy_url", "")),
+            )
+    integration.status = IntegrationStatus.OK if ok else IntegrationStatus.ERROR
+    integration.last_error = "" if ok else detail
+    integration.last_checked_at = timezone.now()
+    update_fields = ["status", "last_error", "last_checked_at", "updated_at"]
+    if ok and advance_revision_after_successful_check(integration):
+        # API и event-workers — разные процессы; ревизия инвалидирует их breaker.
+        update_fields.append("runtime_revision")
+    if ok and meta:
+        config = {**integration.config}
+        for key in ("bot_id", "bot_username", "bot_name"):
+            if meta.get(key):
+                config[key] = meta[key]
+        if config != integration.config:
+            integration.config = config
+            update_fields.append("config")
+    integration.save(update_fields=update_fields)
+    if integration.provider == IntegrationProvider.WEB:
+        from chatballs.webchat.widgets import sync_widget_check_status
+
+        sync_widget_check_status(integration, ok=ok)
+    return integration

apps/backend/chatballs/integrations/deletion.py

@@ -0,0 +1,19 @@
+from django.core.exceptions import ValidationError
+from django.db.models.deletion import ProtectedError
+
+from chatballs.i18n import t
+from chatballs.integrations.models import Integration
+from chatballs.tenancy.context import TenantContext
+
+
+class IntegrationInUse(Exception):
+    """Интеграция связана с агентом или каналом и не может быть удалена."""
+
+
+def delete_integration(*, context: TenantContext, integration: Integration) -> None:
+    if integration.organization_id != context.organization_id:
+        raise ValidationError({"integration": t("settings.integration_other_organization")})
+    try:
+        integration.delete()
+    except ProtectedError as error:
+        raise IntegrationInUse(t("settings.integration_in_use")) from error

apps/backend/chatballs/integrations/migrations/0010_integration_runtime_revision.py

@@ -0,0 +1,15 @@
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("integrations", "0009_integration_vk"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="integration",
+            name="runtime_revision",
+            field=models.PositiveBigIntegerField(default=1),
+        ),
+    ]

apps/backend/chatballs/integrations/models.py

@@ -69,6 +69,9 @@ class Integration(models.Model):
     poll_marker = models.CharField(max_length=64, blank=True)
     last_checked_at = models.DateTimeField(null=True, blank=True)
     last_error = models.TextField(blank=True)
+    # Версия runtime-настроек LLM. Event-workers держат circuit breaker в своей
+    # памяти и заменяют его после исправления конфигурации провайдера.
+    runtime_revision = models.PositiveBigIntegerField(default=1)
     created_at = models.DateTimeField(auto_now_add=True)
     updated_at = models.DateTimeField(auto_now=True)
 

apps/backend/chatballs/integrations/runtime.py

@@ -0,0 +1,20 @@
+from chatballs.integrations.models import Integration, IntegrationKind
+
+
+def advance_revision_after_configuration_change(
+    integration: Integration,
+    *,
+    previous_config: dict,
+    previous_secret: str,
+) -> None:
+    if integration.kind == IntegrationKind.LLM_PROVIDER and (
+        integration.config != previous_config or integration.secret != previous_secret
+    ):
+        integration.runtime_revision += 1
+
+
+def advance_revision_after_successful_check(integration: Integration) -> bool:
+    if integration.kind != IntegrationKind.LLM_PROVIDER:
+        return False
+    integration.runtime_revision += 1
+    return True

apps/backend/chatballs/integrations/services.py

@@ -2,11 +2,10 @@ from dataclasses import dataclass, field
 
 from django.core.exceptions import ValidationError
 from django.db import transaction
-from django.utils import timezone
 
 from chatballs.i18n import t
 from chatballs.identity.models import Organization
-from chatballs.integrations import checks
+from chatballs.integrations.checking import test_integration as test_integration
 from chatballs.integrations.models import (
     PROVIDER_KIND,
     Integration,
@@ -19,6 +18,9 @@ from chatballs.integrations.outbound import (
     OutboundUrlRejected,
     clean_config_url,
 )
+from chatballs.integrations.runtime import (
+    advance_revision_after_configuration_change,
+)
 from chatballs.tenancy.context import TenantContext
 
 
@@ -195,15 +197,17 @@ def create_integration(*, context: TenantContext, data: IntegrationInput) -> Int
         _publish_web_widget(context=context, integration=integration)
     return integration
 
-
 @transaction.atomic
 def update_integration(
     *, context: TenantContext, integration: Integration, data: IntegrationInput
 ) -> Integration:
     if integration.organization_id != context.organization_id:
         raise ValidationError({"integration": t("settings.integration_other_organization")})
+    previous_config = integration.config
+    previous_secret = integration.secret
+    normalized_config = _normalized_config(integration.provider, data.config)
     integration.name = data.name.strip() or integration.name
-    integration.config = _normalized_config(integration.provider, data.config)
+    integration.config = normalized_config
     integration.channel = _resolve_channel(
         integration.organization,
         data.channel_id,
@@ -214,6 +218,11 @@ def update_integration(
     # Пустой/отсутствующий секрет при обновлении не затирает существующий.
     if data.secret:
         integration.secret = data.secret.strip()
+    advance_revision_after_configuration_change(
+        integration,
+        previous_config=previous_config,
+        previous_secret=previous_secret,
+    )
     integration.status = IntegrationStatus.UNCHECKED
     integration.last_checked_at = None
     integration.last_error = ""
@@ -222,77 +231,3 @@ def update_integration(
     if integration.provider == IntegrationProvider.WEB:
         _publish_web_widget(context=context, integration=integration)
     return integration
-
-
-def delete_integration(*, context: TenantContext, integration: Integration) -> None:
-    if integration.organization_id != context.organization_id:
-        raise ValidationError({"integration": t("settings.integration_other_organization")})
-    integration.delete()
-
-
-_CHECKS = {
-    IntegrationProvider.OPENROUTER: checks.check_openrouter,
-    IntegrationProvider.CUSTOM: checks.check_custom,
-    IntegrationProvider.DEMO: checks.check_demo,
-    IntegrationProvider.MAX: checks.check_max,
-    IntegrationProvider.TELEGRAM: checks.check_telegram,
-    IntegrationProvider.VK: checks.check_vk,
-}
-
-
-def _check_web(context: TenantContext, integration: Integration) -> tuple[bool, str, dict]:
-    """Web-виджет обслуживается нашим же backend'ом — внешнего API нет.
-    Проверяем конфигурацию конкретного widget entry point."""
-    if integration.channel_id is None:
-        return False, t("integrations.check_web_not_bound"), {}
-    from chatballs.webchat.widgets import ensure_widget
-
-    try:
-        widget = ensure_widget(integration)
-    except ValidationError as error:
-        return False, "; ".join(error.messages), {}
-    if widget is None:
-        return False, t("integrations.check_web_no_config"), {}
-    # Пустой allowed_origins в проде запрещает вообще все домены (webchat.services.
-    # origin_allowed), и на сайте виджет молча показывает «Чат временно недоступен».
-    # Проверка обязана падать здесь, а не оставлять зелёный статус при мёртвом чате.
-    if not widget.allowed_origins:
-        return False, t("integrations.check_web_no_origins"), {}
-    return True, t("integrations.check_web_active", channel=integration.channel.name), {}
-
-
-def test_integration(*, context: TenantContext, integration: Integration) -> Integration:
-    if integration.organization_id != context.organization_id:
-        raise ValidationError({"integration": t("settings.integration_other_organization")})
-    if integration.provider == IntegrationProvider.WEB:
-        ok, detail, meta = _check_web(context, integration)
-    elif integration.provider == IntegrationProvider.EMAIL:
-        # Email: сигнатура шире общей (нужен весь config), диспетчеризуется отдельно.
-        ok, detail, meta = checks.check_email(secret=integration.secret, config=integration.config)
-    else:
-        check = _CHECKS.get(integration.provider)
-        if check is None:
-            ok, detail, meta = False, t("integrations.check_unsupported"), {}
-        else:
-            ok, detail, meta = check(secret=integration.secret, base_url=str(integration.config.get("base_url", "")), proxy_url=str(integration.config.get("proxy_url", "")))
-    integration.status = IntegrationStatus.OK if ok else IntegrationStatus.ERROR
-    # Диагностика сохраняется на языке того, кто нажал «Проверить»: она живёт до
-    # следующей проверки, и хранить её кодом, как историю диалога, нечего.
-    integration.last_error = "" if ok else detail
-    integration.last_checked_at = timezone.now()
-    update_fields = ["status", "last_error", "last_checked_at", "updated_at"]
-    # Идентичность бота (id/username/имя) — из ответа API, авторитетный источник.
-    if ok and meta:
-        config = {**integration.config}
-        for key in ("bot_id", "bot_username", "bot_name"):
-            if meta.get(key):
-                config[key] = meta[key]
-        if config != integration.config:
-            integration.config = config
-            update_fields.append("config")
-    integration.save(update_fields=update_fields)
-    if integration.provider == IntegrationProvider.WEB:
-        from chatballs.webchat.widgets import sync_widget_check_status
-
-        sync_widget_check_status(integration, ok=ok)
-    return integration

apps/backend/chatballs/integrations/test_provider_recovery.py

@@ -0,0 +1,119 @@
+from unittest import mock
+
+from django.test import TestCase
+
+from chatballs.ai.models import AIAgent
+from chatballs.channels.models import Channel
+from chatballs.identity.bootstrap import bootstrap_owner
+from chatballs.identity.models import AuditEvent, Organization
+from chatballs.integrations import checking
+from chatballs.integrations.models import Integration, IntegrationProvider
+from chatballs.integrations.services import (
+    IntegrationInput,
+    create_integration,
+    test_integration,
+    update_integration,
+)
+from chatballs.testing import system_tenant_context
+
+
+def custom_input(*, name: str = "Мой провайдер", secret: str | None = "sk-custom", base_url: str = "https://api.example/v1") -> IntegrationInput:
+    return IntegrationInput(
+        provider=IntegrationProvider.CUSTOM,
+        name=name,
+        secret=secret,
+        config={"baseUrl": base_url, "defaultModel": "model"},
+    )
+
+
+class ProviderRuntimeRevisionTests(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)
+
+    def test_runtime_change_advances_revision_but_rename_does_not(self) -> None:
+        integration = create_integration(context=self.context, data=custom_input(secret="sk-old"))
+        initial_revision = integration.runtime_revision
+
+        renamed = update_integration(
+            context=self.context,
+            integration=integration,
+            data=custom_input(
+                name="Новое имя",
+                secret=None,
+            ),
+        )
+        self.assertEqual(renamed.runtime_revision, initial_revision)
+
+        updated = update_integration(
+            context=self.context,
+            integration=renamed,
+            data=custom_input(name=renamed.name, secret="sk-new", base_url="https://new.example/v1"),
+        )
+        self.assertEqual(updated.runtime_revision, initial_revision + 1)
+
+    def test_successful_check_advances_runtime_revision(self) -> None:
+        integration = create_integration(context=self.context, data=custom_input())
+        initial_revision = integration.runtime_revision
+        with mock.patch.dict(
+            checking._CHECKS,
+            {IntegrationProvider.CUSTOM: lambda **_kwargs: (True, "ok", {})},
+        ):
+            checked = test_integration(context=self.context, integration=integration)
+
+        self.assertEqual(checked.runtime_revision, initial_revision + 1)
+
+
+class IntegrationDeletionTests(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.client.login(username="owner@example.com", password="temporary-password")
+
+    def _url(self, integration_id: int) -> str:
+        return f"/api/v1/organizations/{self.organization.public_id}/integrations/{integration_id}/"
+
+    def test_used_provider_returns_conflict_and_is_not_audited_as_deleted(self) -> None:
+        integration = create_integration(context=self.context, data=custom_input())
+        channel = Channel.objects.create(
+            organization=self.organization,
+            code="protected-provider",
+            name="Канал",
+        )
+        AIAgent.objects.create(
+            channel=channel,
+            name="Агент",
+            provider_integration=integration,
+        )
+
+        response = self.client.delete(self._url(integration.id))
+
+        self.assertEqual(response.status_code, 409)
+        self.assertIn("используется", response.json()["detail"])
+        self.assertTrue(Integration.objects.filter(id=integration.id).exists())
+        self.assertFalse(
+            AuditEvent.objects.filter(
+                action="integrations.integration_deleted",
+                object_id=str(integration.id),
+            ).exists()
+        )
+
+    def test_unused_provider_is_deleted_and_audited_with_original_id(self) -> None:
+        integration = create_integration(
+            context=self.context,
+            data=custom_input(name="Свободный провайдер"),
+        )
+        integration_id = integration.id
+
+        response = self.client.delete(self._url(integration_id))
+
+        self.assertEqual(response.status_code, 204)
+        self.assertFalse(Integration.objects.filter(id=integration_id).exists())
+        self.assertTrue(
+            AuditEvent.objects.filter(
+                action="integrations.integration_deleted",
+                object_id=str(integration_id),
+            ).exists()
+        )

apps/backend/chatballs/integrations/views.py

@@ -7,6 +7,7 @@ from rest_framework.views import APIView
 from chatballs.api.permissions import HasCapability
 from chatballs.i18n import t
 from chatballs.identity.audit import record_audit_event
+from chatballs.integrations.deletion import IntegrationInUse, delete_integration
 from chatballs.integrations.models import Integration
 from chatballs.integrations.selectors import (
     integration_for_context,
@@ -16,7 +17,6 @@ from chatballs.integrations.serializers import integration_payload, restore_prox
 from chatballs.integrations.services import (
     IntegrationInput,
     create_integration,
-    delete_integration,
     test_integration,
     update_integration,
 )
@@ -68,13 +68,19 @@ def _validation_error(error: Exception) -> Response:
     return Response({"detail": detail}, status=400)
 
 
-def _audit(request: Request, action: str, integration: Integration) -> None:
+def _audit(
+    request: Request,
+    action: str,
+    integration: Integration,
+    *,
+    object_id: int | None = None,
+) -> None:
     record_audit_event(
         action=action,
         actor=request.user,
         organization=request.tenant_context.organization,
         object_type="Integration",
-        object_id=str(integration.id),
+        object_id=str(integration.id if object_id is None else object_id),
         request=request,
     )
 
@@ -127,8 +133,17 @@ class IntegrationDetailView(APIView):
             integration = self._get(request, integration_id)
         except Integration.DoesNotExist:
             return Response({"detail": t("settings.integration_not_found")}, status=404)
-        _audit(request, "integrations.integration_deleted", integration)
-        delete_integration(context=request.tenant_context, integration=integration)
+        integration_id = integration.id
+        try:
+            delete_integration(context=request.tenant_context, integration=integration)
+        except IntegrationInUse as error:
+            return Response({"detail": str(error)}, status=409)
+        _audit(
+            request,
+            "integrations.integration_deleted",
+            integration,
+            object_id=integration_id,
+        )
         return Response(status=204)
 
 

apps/backend/chatballs/support_portals/article_curation.py

@@ -0,0 +1,31 @@
+from django.core.exceptions import ValidationError
+
+from chatballs.i18n import t
+from chatballs.support_portals.models import PortalArticle
+from chatballs.support_portals.statuses import ArticleStatus
+
+
+def apply_article_curation(article: PortalArticle, data: dict) -> None:
+    if "sortOrder" in data:
+        article.sort_order = int(data["sortOrder"])
+    if "relatedArticleIds" not in data:
+        return
+    related_ids = data["relatedArticleIds"]
+    if (
+        not isinstance(related_ids, list)
+        or len(related_ids) > 5
+        or any(type(item) is not int for item in related_ids)
+        or len(set(related_ids)) != len(related_ids)
+        or article.id in related_ids
+    ):
+        raise ValidationError({"relatedArticleIds": t("portals.invalid_article_data")})
+    valid_count = PortalArticle.objects.filter(
+        id__in=related_ids,
+        portal=article.portal,
+        locale=article.locale,
+        status=ArticleStatus.PUBLISHED,
+        published_revision__isnull=False,
+    ).count()
+    if valid_count != len(related_ids):
+        raise ValidationError({"relatedArticleIds": t("portals.invalid_article_data")})
+    article.related_article_ids = related_ids

apps/backend/chatballs/support_portals/content_services.py

@@ -9,6 +9,7 @@ from django.utils.text import slugify
 from chatballs.ai.indexing import reindex_portal_article
 from chatballs.conversations.transports.base import guess_content_type, safe_filename
 from chatballs.i18n import t
+from chatballs.support_portals.article_curation import apply_article_curation
 from chatballs.support_portals.content_markdown import normalize_file_links
 from chatballs.support_portals.models import (
     PortalArticle,
@@ -104,6 +105,7 @@ def create_article(
         category=category,
         slug=str(data.get("slug", "")).strip().lower(),
         locale=str(data.get("locale", portal.default_locale)).strip().lower(),
+        sort_order=1000,
     )
     article.full_clean()
     article.save()
@@ -143,8 +145,11 @@ def update_article(
     )
     article.slug = str(data.get("slug", article.slug)).strip().lower()
     article.locale = str(data.get("locale", article.locale)).strip().lower()
+    apply_article_curation(article, data)
     article.full_clean()
-    article.save(update_fields=["category", "slug", "locale", "updated_at"])
+    article.save(update_fields=[
+        "category", "slug", "locale", "sort_order", "related_article_ids", "updated_at",
+    ])
     return article
 
 

apps/backend/chatballs/support_portals/management/commands/apply_portal_curation.py

@@ -0,0 +1,96 @@
+import json
+import sys
+from pathlib import Path
+
+from django.core.management.base import BaseCommand, CommandError
+
+from chatballs.support_portals.models import PortalArticle, SupportPortal
+from chatballs.tenancy.context import TenantContext
+from chatballs.tenancy.database import tenant_atomic
+from chatballs.tenancy.ingress import support_portal_route
+from chatballs.tenancy.lookup import load_organization
+
+
+def checked_changes(portal: SupportPortal, plan: dict) -> list[PortalArticle]:
+    if plan.get("portal") != portal.slug:
+        raise CommandError("Portal slug differs from the curation plan")
+    locale = plan.get("locale")
+    order = plan.get("order")
+    related = plan.get("related")
+    if not isinstance(locale, str) or not isinstance(order, dict) or not isinstance(related, dict):
+        raise CommandError("Invalid curation plan")
+    articles = list(
+        portal.articles.filter(
+            locale=locale, status="PUBLISHED", published_revision__isnull=False
+        ).select_related("category")
+    )
+    by_slug = {item.slug: item for item in articles}
+    ordered = [slug for slugs in order.values() for slug in slugs]
+    if (
+        len(ordered) != len(by_slug)
+        or len(set(ordered)) != len(ordered)
+        or set(ordered) != set(by_slug)
+        or set(related) != set(by_slug)
+    ):
+        raise CommandError("Plan must cover every published article exactly once")
+    for category_slug, slugs in order.items():
+        if not isinstance(slugs, list) or any(
+            by_slug[slug].category.slug != category_slug for slug in slugs
+        ):
+            raise CommandError(f"Wrong article category in {category_slug}")
+    for slug, targets in related.items():
+        if (
+            not isinstance(targets, list)
+            or len(targets) > 5
+            or len(set(targets)) != len(targets)
+            or slug in targets
+            or not set(targets) <= set(by_slug)
+        ):
+            raise CommandError(f"Invalid related articles for {slug}")
+    changed = []
+    for slugs in order.values():
+        for position, slug in enumerate(slugs, start=1):
+            article = by_slug[slug]
+            target_ids = [by_slug[target].id for target in related[slug]]
+            if article.sort_order != position or article.related_article_ids != target_ids:
+                article.sort_order = position
+                article.related_article_ids = target_ids
+                changed.append(article)
+    return changed
+
+
+class Command(BaseCommand):
+    help = "Validate or apply an editorial order and related articles to a public portal"
+
+    def add_arguments(self, parser):
+        parser.add_argument("--host", required=True)
+        parser.add_argument("--file", required=True, help="JSON plan path or - for stdin")
+        parser.add_argument("--apply", action="store_true")
+
+    def handle(self, *args, **options):
+        hostname = options["host"].strip().lower().rstrip(".")
+        route = support_portal_route(hostname)
+        organization = load_organization(route.organization_id) if route else None
+        if organization is None:
+            raise CommandError("Public portal host not found")
+        source = sys.stdin.read() if options["file"] == "-" else Path(options["file"]).read_text(encoding="utf-8")
+        try:
+            plan = json.loads(source)
+        except json.JSONDecodeError as error:
+            raise CommandError("Invalid JSON plan") from error
+        context = TenantContext.for_resource(organization)
+        with tenant_atomic(context):
+            portal = SupportPortal.objects.filter(
+                id=route.resource_id,
+                organization=organization,
+                status="PUBLISHED",
+            ).first()
+            if portal is None:
+                raise CommandError("Published portal not found")
+            changed = checked_changes(portal, plan)
+            if options["apply"] and changed:
+                PortalArticle.objects.bulk_update(
+                    changed, ["sort_order", "related_article_ids"]
+                )
+        action = "Updated" if options["apply"] else "Would update"
+        self.stdout.write(f"{action} {len(changed)} articles")

apps/backend/chatballs/support_portals/migrations/0012_article_curation.py

@@ -0,0 +1,20 @@
+from django.db import migrations, models
+
+
+class Migration(migrations.Migration):
+    dependencies = [
+        ("support_portals", "0011_hosted_domains_follow_installation"),
+    ]
+
+    operations = [
+        migrations.AddField(
+            model_name="portalarticle",
+            name="sort_order",
+            field=models.PositiveIntegerField(default=1000),
+        ),
+        migrations.AddField(
+            model_name="portalarticle",
+            name="related_article_ids",
+            field=models.JSONField(blank=True, default=list),
+        ),
+    ]

apps/backend/chatballs/support_portals/models.py

@@ -153,6 +153,8 @@ class PortalArticle(TenantRelationModel):
     )
     slug = models.SlugField(max_length=96)
     locale = models.CharField(max_length=16, default="ru")
+    sort_order = models.PositiveIntegerField(default=1000)
+    related_article_ids = models.JSONField(default=list, blank=True)
     status = models.CharField(
         max_length=16,
         choices=ArticleStatus.choices,

apps/backend/chatballs/support_portals/public_views.py

@@ -58,7 +58,9 @@ class PublicPortalDetailView(PublicPortalView):
             return Response({"detail": t("portals.not_found")}, status=404)
         context, portal = resolved
         with tenant_atomic(context):
-            counts = category_article_counts(portal, published_only=True)
+            counts = category_article_counts(
+                portal, published_only=True, locale=portal.default_locale
+            )
             return Response(
                 {
                     "portal": public_portal_payload(portal),
@@ -85,6 +87,7 @@ class PublicArticleListView(PublicPortalView):
                 locale=locale,
                 category=str(request.query_params.get("category", "")),
                 query=str(request.query_params.get("q", "")).strip(),
+                direct_category=request.query_params.get("direct") == "1",
             )
             try:
                 limit = min(max(int(request.query_params.get("limit", 50)), 1), 100)
@@ -122,7 +125,17 @@ class PublicArticleDetailView(PublicPortalView):
             ).first()
             if article is None:
                 return Response({"detail": t("portals.article_not_found")}, status=404)
-            return Response({"article": public_article_payload(article)})
+            payload = public_article_payload(article)
+            related = public_articles(portal, locale=locale).filter(
+                id__in=article.related_article_ids
+            )
+            by_id = {item.id: item for item in related}
+            payload["relatedArticles"] = [
+                public_article_payload(by_id[item_id], content=False)
+                for item_id in article.related_article_ids
+                if item_id in by_id
+            ]
+            return Response({"article": payload})
 
 
 class PublicArticleFeedbackView(PublicPortalView):

apps/backend/chatballs/support_portals/selectors.py

@@ -108,6 +108,7 @@ def public_articles(
     locale: str,
     category: str = "",
     query: str = "",
+    direct_category: bool = False,
 ) -> QuerySet[PortalArticle]:
     articles = (
         PortalArticle.objects.filter(
@@ -118,13 +119,13 @@ def public_articles(
         )
         .select_related("category", "published_revision")
         .prefetch_related("files")
-        .order_by("category__sort_order", "published_revision__title")
+        .order_by("category__sort_order", "sort_order", "published_revision__title", "id")
     )
     if category:
         root = portal.categories.filter(slug=category).first()
         if root is None:
             return articles.none()
-        category_ids = descendant_category_ids(portal, root.id)
+        category_ids = {root.id} if direct_category else descendant_category_ids(portal, root.id)
         articles = articles.filter(category_id__in=category_ids)
     if query:
         articles = articles.filter(
@@ -151,10 +152,12 @@ def descendant_category_ids(portal: SupportPortal, root_id: int) -> set[int]:
 
 
 def category_article_counts(
-    portal: SupportPortal, *, published_only: bool = False
+    portal: SupportPortal, *, published_only: bool = False, locale: str | None = None
 ) -> dict[int, int]:
     categories = list(portal.categories.all())
     direct_query = PortalArticle.objects.filter(portal=portal)
+    if locale is not None:
+        direct_query = direct_query.filter(locale=locale)
     if published_only:
         direct_query = direct_query.filter(
             status="PUBLISHED", published_revision__isnull=False

apps/backend/chatballs/support_portals/serializers.py

@@ -107,6 +107,8 @@ def article_payload(
         "id": article.id,
         "slug": article.slug,
         "locale": article.locale,
+        "sortOrder": article.sort_order,
+        "relatedArticleIds": article.related_article_ids,
         "status": article.status,
         "category": category_payload(article.category),
         "publishedRevision": (

apps/backend/chatballs/support_portals/tests/test_article_curation.py

@@ -0,0 +1,139 @@
+import json
+from io import StringIO
+from unittest.mock import patch
+
+from django.core.management import call_command
+
+from chatballs.support_portals.tests.base import SupportPortalTestCase
+
+
+class ArticleCurationTests(SupportPortalTestCase):
+    def setUp(self) -> None:
+        super().setUp()
+        portal = self.create_portal().json()["portal"]
+        self.portal_id = portal["id"]
+        self.portal_host = portal["hostedDomain"]
+        self.root = self._category("Начало", "start")
+        self.child = self._category("Продолжение", "next", parent_id=self.root)
+
+    def _category(self, name: str, slug: str, *, parent_id: int | None = None) -> int:
+        payload = {"name": name, "slug": slug}
+        if parent_id is not None:
+            payload["parentId"] = parent_id
+        response = self.client.post(
+            f"/api/v1/support/portals/{self.portal_id}/categories/",
+            payload,
+            format="json",
+        )
+        self.assertEqual(response.status_code, 201, response.content)
+        return response.json()["category"]["id"]
+
+    def _article(self, slug: str, title: str, category_id: int) -> int:
+        response = self.client.post(
+            f"/api/v1/support/portals/{self.portal_id}/articles/",
+            {
+                "categoryId": category_id,
+                "slug": slug,
+                "title": title,
+                "summary": title,
+                "content": title,
+            },
+            format="json",
+        )
+        self.assertEqual(response.status_code, 201, response.content)
+        article = response.json()["article"]
+        published = self.client.post(
+            f"/api/v1/support/portals/{self.portal_id}/articles/{article['id']}/publish/",
+            {"revisionId": article["revisions"][0]["id"]},
+            format="json",
+        )
+        self.assertEqual(published.status_code, 200, published.content)
+        return article["id"]
+
+    def test_order_related_articles_and_direct_category(self) -> None:
+        first = self._article("first", "Альфа", self.root)
+        second = self._article("second", "Бета", self.root)
+        child = self._article("child", "Гамма", self.child)
+        base = f"/api/v1/support/portals/{self.portal_id}/articles/"
+        for article_id, data in (
+            (first, {"sortOrder": 2, "relatedArticleIds": [child, second]}),
+            (second, {"sortOrder": 1}),
+        ):
+            response = self.client.patch(
+                f"{base}{article_id}/", data, format="json"
+            )
+            self.assertEqual(response.status_code, 200, response.content)
+        invalid = self.client.patch(
+            f"{base}{first}/",
+            {"relatedArticleIds": [first]},
+            format="json",
+        )
+        self.assertEqual(invalid.status_code, 400)
+        self.client.post(
+            f"/api/v1/support/portals/{self.portal_id}/status/",
+            {"status": "PUBLISHED"},
+            format="json",
+        )
+        self.client.logout()
+        listing = self.client.get(
+            "/api/v1/help/articles/?category=start&direct=1",
+            HTTP_HOST=self.portal_host,
+        )
+        self.assertEqual(listing.status_code, 200, listing.content)
+        self.assertEqual(
+            [item["slug"] for item in listing.json()["items"]],
+            ["second", "first"],
+        )
+        detail = self.client.get(
+            "/api/v1/help/articles/first/", HTTP_HOST=self.portal_host
+        )
+        self.assertEqual(detail.status_code, 200, detail.content)
+        self.assertEqual(
+            [item["slug"] for item in detail.json()["article"]["relatedArticles"]],
+            ["child", "second"],
+        )
+
+    def test_curation_command_dry_run_and_apply(self) -> None:
+        first = self._article("first", "Альфа", self.root)
+        second = self._article("second", "Бета", self.root)
+        self.client.post(
+            f"/api/v1/support/portals/{self.portal_id}/status/",
+            {"status": "PUBLISHED"},
+            format="json",
+        )
+        plan = json.dumps({
+            "portal": "app-help",
+            "locale": "ru",
+            "order": {"start": ["second", "first"]},
+            "related": {"first": ["second"], "second": ["first"]},
+        })
+        output = StringIO()
+        with patch("sys.stdin", StringIO(plan)):
+            call_command(
+                "apply_portal_curation", host=self.portal_host, file="-", stdout=output
+            )
+        self.assertIn("Would update 2 articles", output.getvalue())
+        output = StringIO()
+        with patch("sys.stdin", StringIO(plan)):
+            call_command(
+                "apply_portal_curation", host=self.portal_host, file="-", apply=True,
+                stdout=output,
+            )
+        self.assertIn("Updated 2 articles", output.getvalue())
+        self.client.logout()
+        listing = self.client.get(
+            "/api/v1/help/articles/?category=start&direct=1",
+            HTTP_HOST=self.portal_host,
+        )
+        self.assertEqual(
+            [item["slug"] for item in listing.json()["items"]],
+            ["second", "first"],
+        )
+        detail = self.client.get(
+            "/api/v1/help/articles/first/", HTTP_HOST=self.portal_host
+        )
+        self.assertEqual(
+            [item["slug"] for item in detail.json()["article"]["relatedArticles"]],
+            ["second"],
+        )
+        self.assertNotEqual(first, second)

apps/backend/chatballs/webchat/loader.py

@@ -273,6 +273,9 @@ LOADER_JS = r"""
 
   function setOpen(next) {
     ensureFrame();
+    // Слой силуэта нужен уже на первом кадре: первый же кадр рисуется до
+    // запуска анимации, чтобы панель не мелькнула целиком.
+    ensureGenie();
     open = next;
     window.clearTimeout(contentTimer);
     btn.style.opacity = "0";

apps/internal-ui/src/features/chat/ChatPage.tsx

@@ -61,6 +61,7 @@ export function ChatPage({
         ? <Hint id="chat-visibility">{t("admin.see_every_conversation_organization_operators")}</Hint>
         : undefined}
       viewerId={user.id}
+      sender={{ operatorName: user.fullName, company: user.organizationName }}
       renderContextPanel={({ dialog, detail, applyConversation, startCall, closeContext, assignmentTimeoutMinutes }) => (
         <ChatContextPanel
           rightTab={rightTab}

apps/internal-ui/src/features/conversations/Composer.tsx

@@ -1,24 +1,25 @@
-import { useEffect, useMemo, useRef, useState } from "react";
+import { useEffect, useRef, useState } from "react";
 
 import { Icon, LogoSpinner } from "../../shared/icons";
+import { ComposerTemplatesMenu } from "./ComposerTemplatesMenu";
 import { EmojiPicker } from "./EmojiPicker";
 import { useMediaQuery } from "../../shared/useMediaQuery";
-import { fetchReplyTemplates, sendFileMessage, sendOperatorMessage, sendVoiceMessage, type ReplyTemplateRef } from "./model";
+import { sendFileMessage, sendOperatorMessage, sendVoiceMessage } from "./model";
 import { formatSize } from "../ai/knowledge/model";
 import { formatDuration } from "./VoiceMessage";
+import { TEMPLATE_VARIABLE_LABEL, unfilledVariables, type TemplateValues } from "./templateVariables";
+import { useComposerTemplates } from "./useComposerTemplates";
 import { useVoiceRecorder } from "./useVoiceRecorder";
 import type { ChannelKey, ControlMode } from "./types";
 import { t } from "../../i18n";
 
 const MAX_FILE_BYTES = 20 * 1024 * 1024;
 
-export function Composer({ mode, loaded, assignedOperatorName, conversationId, channel, voiceAllowed = true, onClaim, onRelease, onReturnQueue, onClose, onSent }: { mode: ControlMode; loaded: boolean; assignedOperatorName?: string; conversationId: number | null; channel?: ChannelKey; voiceAllowed?: boolean; onClaim: () => void; onRelease: () => void; onReturnQueue: () => void; onClose: () => void; onSent: () => void }) {
+export function Composer({ mode, loaded, assignedOperatorName, conversationId, channel, voiceAllowed = true, templateValues = {}, onClaim, onRelease, onReturnQueue, onClose, onSent }: { mode: ControlMode; loaded: boolean; assignedOperatorName?: string; conversationId: number | null; channel?: ChannelKey; voiceAllowed?: boolean; templateValues?: TemplateValues; onClaim: () => void; onRelease: () => void; onReturnQueue: () => void; onClose: () => void; onSent: () => void }) {
   const [text, setText] = useState("");
   const compact = useMediaQuery("(max-width: 768px)");
   const [sending, setSending] = useState(false);
   const [sendError, setSendError] = useState("");
-  const [templates, setTemplates] = useState<ReplyTemplateRef[]>([]);
-  const [templatesOpen, setTemplatesOpen] = useState(false);
   const [attachment, setAttachment] = useState<File | null>(null);
   const textareaRef = useRef<HTMLTextAreaElement>(null);
   const fileInputRef = useRef<HTMLInputElement>(null);
@@ -35,25 +36,10 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
   // Сброс черновика вложения при смене диалога.
   useEffect(() => { setAttachment(null); setSendError(""); }, [conversationId]);
 
-  useEffect(() => {
-    fetchReplyTemplates().then(setTemplates).catch(() => setTemplates([]));
-  }, []);
-
-  // Шаблоны «/» (дизайн-базлайн v2 §9): ввод «/» в начале открывает список,
-  // продолжение ввода фильтрует по названию.
-  const slashQuery = text.startsWith("/") ? text.slice(1).trim().toLowerCase() : null;
-  const visibleTemplates = useMemo(() => {
-    if (templates.length === 0) return [];
-    if (slashQuery === null) return templates;
-    return templates.filter((template) => template.title.toLowerCase().includes(slashQuery));
-  }, [templates, slashQuery]);
-  const menuOpen = templatesOpen || (slashQuery !== null && visibleTemplates.length > 0);
-
-  function applyTemplate(template: ReplyTemplateRef) {
-    setText(template.text);
-    setTemplatesOpen(false);
-    textareaRef.current?.focus();
-  }
+  const templates = useComposerTemplates({ text, setText, values: templateValues, textareaRef });
+  // Переменная шаблона без значения (у гостя нет имени) остаётся в тексте:
+  // пока оператор её не заполнит, ответ не уходит.
+  const unfilled = unfilledVariables(text);
 
   // Запись голосового: во всех каналах (TG/MAX sendVoice, почта — вложением, Web — поллингом).
   const recorder = useVoiceRecorder({
@@ -111,7 +97,7 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
 
   async function send() {
     const value = text.trim();
-    if ((!value && !attachment) || conversationId == null || sending) return;
+    if ((!value && !attachment) || conversationId == null || sending || unfilled.length > 0) return;
     setSending(true);
     setSendError("");
     try {
@@ -163,7 +149,9 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
 
   // Кадры A–C: композер активен всегда (решение 2) — первое сообщение
   // перехватывает диалог; над полем одна строка-предупреждение.
-  const warning = mode === "ai"
+  const warning = unfilled.length > 0
+    ? { color: "var(--warning-text)", dot: "var(--warning)", text: t("conversations.fill_template_variables", { names: unfilled.map((name) => t(TEMPLATE_VARIABLE_LABEL[name]).toLocaleLowerCase()).join(", ") }) }
+    : mode === "ai"
     ? { color: "var(--ai)", text: t("conversations.ai_handling_conversation_message_takes") }
     : mode === "waiting"
       ? { color: "var(--warning-text)", dot: "var(--warning)", text: t("conversations.customer_waiting_message_assigns_conversation") }
@@ -174,17 +162,7 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
       <div className="composer-wrap">
         {warning && <div className="composer-warning" style={{ color: warning.color }}><i style={{ background: warning.dot ?? warning.color }} />{warning.text}</div>}
         <div className="composer-box">
-          {menuOpen && (
-            <div className="composer-templates-menu">
-              {visibleTemplates.length === 0 && <p>{t("conversations.no_matching_templates")}</p>}
-              {visibleTemplates.map((template) => (
-                <button key={template.id} type="button" onMouseDown={(event) => { event.preventDefault(); applyTemplate(template); }}>
-                  <strong>{template.title}</strong>
-                  <small>{template.text.replace(/\s+/g, " ").slice(0, 80)}</small>
-                </button>
-              ))}
-            </div>
-          )}
+          {templates.menuOpen && <ComposerTemplatesMenu items={templates.visible} onPick={templates.apply} />}
           {attachment && (
             <div className="composer-attachment">
               <Icon name="paperclip" size={14} />
@@ -202,14 +180,14 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
             value={text}
             onChange={(event) => setText(event.target.value)}
             onKeyDown={(event) => {
-              if (event.key === "Escape" && menuOpen) { setTemplatesOpen(false); if (slashQuery !== null) setText(""); return; }
+              if (event.key === "Escape" && templates.menuOpen) { templates.close(); if (templates.slashQuery !== null) setText(""); return; }
               if (event.key === "Enter" && !event.shiftKey) {
-                if (slashQuery !== null && visibleTemplates.length > 0) { event.preventDefault(); applyTemplate(visibleTemplates[0]); return; }
+                if (templates.slashQuery !== null && templates.visible.length > 0) { event.preventDefault(); templates.apply(templates.visible[0]); return; }
                 event.preventDefault();
                 void send();
               }
             }}
-            onBlur={() => setTemplatesOpen(false)}
+            onBlur={templates.close}
             onPaste={(event) => {
               const file = Array.from(event.clipboardData?.files ?? [])[0];
               if (file) { event.preventDefault(); pickFile(file); }
@@ -226,12 +204,12 @@ export function Composer({ mode, loaded, assignedOperatorName, conversationId, c
                 <Icon name="mic" size={17} />
               </button>
             )}
-            {templates.length > 0 && (
-              <button className="composer-tool is-labeled" title={t("conversations.reply_templates")} type="button" onClick={() => setTemplatesOpen((open) => !open)}>
+            {templates.available && (
+              <button className="composer-tool is-labeled" title={t("conversations.reply_templates")} type="button" onClick={templates.toggle}>
                 <Icon name="text" size={16} />{t("conversations.templates")}</button>
             )}
             <span className="composer-spacer" />
-            <button className="composer-send" type="button" onClick={() => void send()} disabled={sending || (!text.trim() && !attachment)}><span>{t("conversations.send")}</span><kbd>⏎</kbd><Icon name="send" size={17} /></button>
+            <button className="composer-send" type="button" onClick={() => void send()} disabled={sending || (!text.trim() && !attachment) || unfilled.length > 0}><span>{t("conversations.send")}</span><kbd>⏎</kbd><Icon name="send" size={17} /></button>
           </div>
         </div>
       </div>

apps/internal-ui/src/features/conversations/ComposerTemplatesMenu.tsx

@@ -0,0 +1,16 @@
+import type { ReplyTemplateRef } from "./model";
+import { t } from "../../i18n";
+
+export function ComposerTemplatesMenu({ items, onPick }: { items: ReplyTemplateRef[]; onPick: (template: ReplyTemplateRef) => void }) {
+  return (
+    <div className="composer-templates-menu">
+      {items.length === 0 && <p>{t("conversations.no_matching_templates")}</p>}
+      {items.map((template) => (
+        <button key={template.id} type="button" onMouseDown={(event) => { event.preventDefault(); onPick(template); }}>
+          <strong>{template.title}</strong>
+          <small>{template.text.replace(/\s+/g, " ").slice(0, 80)}</small>
+        </button>
+      ))}
+    </div>
+  );
+}

apps/internal-ui/src/features/conversations/ConversationWorkspace.tsx

@@ -57,7 +57,7 @@ import { t } from "../../i18n";
 // backend по группам (ADR-CHATBALLS-0043); страница параметризуется заголовком,
 // placeholder поиска и правой панелью через render-prop. Список и история —
 // серверные окна: ни то, ни другое целиком не запрашивается.
-export function ConversationWorkspace({ isOwner = false, canDelete = false, viewerId = null, listTitle, searchPlaceholder, renderContextPanel, mobileHeader, hint, initialConversationId, scope, setScope, counters, showScopeSwitcher = true }: {
+export function ConversationWorkspace({ isOwner = false, canDelete = false, viewerId = null, listTitle, searchPlaceholder, renderContextPanel, mobileHeader, hint, initialConversationId, scope, setScope, counters, showScopeSwitcher = true, sender }: {
   isOwner?: boolean;
   /** Удалять диалоги могут владелец и администратор (то же проверяет сервер). */
   canDelete?: boolean;
@@ -74,6 +74,8 @@ export function ConversationWorkspace({ isOwner = false, canDelete = false, view
   setScope: (scope: DialogScope) => void;
   counters: ConversationCounters | null;
   showScopeSwitcher?: boolean;
+  /** Кто отвечает — для переменных шаблонов ответов. */
+  sender?: { operatorName: string; company: string };
 }) {
   const [listTab, setListTab] = useState<ListTab>("all");
   const [sort, setSort] = useState<ListSort>("activity");
@@ -289,6 +291,11 @@ export function ConversationWorkspace({ isOwner = false, canDelete = false, view
           mode={controlMode}
           channel={selectedDialog?.channel}
           voiceAllowed={detail?.connection?.voiceMessages ?? false}
+          templateValues={{
+            client_name: detail?.contact?.isGuest ? "" : detail?.contact?.name,
+            operator_name: sender?.operatorName,
+            company: sender?.company,
+          }}
           loaded={detailLoaded}
           assignedOperatorName={detail?.assignedOperator?.name}
           conversationId={selectedId}

apps/internal-ui/src/features/conversations/model.ts

@@ -72,7 +72,8 @@ export type ApiConversation = {
   connection: { id: number; provider: "EMAIL" | "MAX" | "TELEGRAM" | "VK" | "WEB"; name: string; voiceMessages?: boolean; audioCalls?: boolean; videoCalls?: boolean } | null;
   // Контакт — единственный источник identity диалога.
   // phone появляется после явного шаринга контакта; username (@логин TG/MAX) — только в detail-режиме.
-  contact: { id: number; name: string; email?: string; phone?: string; username?: string; avatarUrl?: string; description?: string; company?: string; city?: string } | null;
+  // isGuest — только в detail-режиме: имя гостя виджета — подпись «Гость · код», а не имя.
+  contact: { id: number; name: string; email?: string; phone?: string; username?: string; avatarUrl?: string; description?: string; company?: string; city?: string; isGuest?: boolean } | null;
   lifecycle: "OPEN" | "CLOSED" | "SPAM";
   controlMode: "AI" | "HUMAN" | "PAUSED";
   expectedResponder: string;
@@ -371,6 +372,18 @@ export const createConversationLabel = (name: string, color = "") =>
   }).then((r) => r.label);
 export const fetchReplyTemplates = () =>
   api<{ items: ReplyTemplateRef[] }>("/api/v1/conversations/templates/").then((r) => r.items);
+export const createReplyTemplate = (title: string, text: string) =>
+  api<{ template: ReplyTemplateRef }>("/api/v1/conversations/templates/", {
+    method: "POST",
+    body: JSON.stringify({ title, text }),
+  }).then((r) => r.template);
+export const updateReplyTemplate = (id: number, title: string, text: string) =>
+  api<{ template: ReplyTemplateRef }>(`/api/v1/conversations/templates/${id}/`, {
+    method: "PATCH",
+    body: JSON.stringify({ title, text }),
+  }).then((r) => r.template);
+export const deleteReplyTemplate = (id: number) =>
+  api<void>(`/api/v1/conversations/templates/${id}/`, { method: "DELETE" });
 
 export const transcribeMessage = (messageId: number) =>
   api<{ message: ApiMessage }>(`/api/v1/conversations/messages/${messageId}/transcribe/`, { method: "POST" }).then((r) => r.message);

apps/internal-ui/src/features/conversations/templateVariables.test.ts

@@ -0,0 +1,24 @@
+import { describe, expect, it } from "vitest";
+
+import { renderTemplate, unfilledVariables } from "./templateVariables";
+
+describe("переменные шаблона ответа", () => {
+  it("подставляет известные значения", () => {
+    const text = renderTemplate("Здравствуйте, {{client_name}}! Меня зовут {{ operator_name }}, {{company}}.", {
+      client_name: "Дмитрий",
+      operator_name: "Анна",
+      company: "Ателье Норд",
+    });
+    expect(text).toBe("Здравствуйте, Дмитрий! Меня зовут Анна, Ателье Норд.");
+  });
+
+  it("оставляет переменную без значения и чужие скобки как есть", () => {
+    const text = renderTemplate("Здравствуйте, {{client_name}}! {{unknown}}", { client_name: "  ", company: "Ателье Норд" });
+    expect(text).toBe("Здравствуйте, {{client_name}}! {{unknown}}");
+  });
+
+  it("находит незаполненные переменные без повторов", () => {
+    expect(unfilledVariables("{{client_name}}, {{client_name}} и {{company}}, {{unknown}}")).toEqual(["client_name", "company"]);
+    expect(unfilledVariables("Готовый текст")).toEqual([]);
+  });
+});

apps/internal-ui/src/features/conversations/templateVariables.ts

@@ -0,0 +1,41 @@
+import type { MessageKey } from "../../i18n/ru";
+
+// Переменные шаблонов ответов. В тексте шаблона хранится код, а не слово на
+// языке интерфейса: язык организации меняется, код — нет. Тот же список
+// проверяет сервер при сохранении (conversations/chat_extras_views.py).
+
+export const TEMPLATE_VARIABLES = ["client_name", "operator_name", "company"] as const;
+
+export type TemplateVariable = (typeof TEMPLATE_VARIABLES)[number];
+export type TemplateValues = Partial<Record<TemplateVariable, string>>;
+
+export const TEMPLATE_VARIABLE_LABEL: Record<TemplateVariable, MessageKey> = {
+  client_name: "conversations.variable_client_name",
+  operator_name: "conversations.variable_operator_name",
+  company: "conversations.variable_company",
+};
+
+const TOKEN = /\{\{\s*(\w+)\s*\}\}/g;
+
+export function variableToken(variable: TemplateVariable): string {
+  return `{{${variable}}}`;
+}
+
+function isVariable(name: string): name is TemplateVariable {
+  return (TEMPLATE_VARIABLES as readonly string[]).includes(name);
+}
+
+/** Подставляет известные значения. Переменная без значения (у гостя нет
+ *  имени) остаётся в тексте как есть — её заполнит оператор. */
+export function renderTemplate(text: string, values: TemplateValues): string {
+  return text.replace(TOKEN, (token, name: string) => {
+    const value = isVariable(name) ? values[name]?.trim() : "";
+    return value || token;
+  });
+}
+
+/** Переменные, которые остались в тексте незаполненными, без повторов. */
+export function unfilledVariables(text: string): TemplateVariable[] {
+  const found = [...text.matchAll(TOKEN)].map((match) => match[1]).filter(isVariable);
+  return [...new Set(found)];
+}

apps/internal-ui/src/features/conversations/useComposerTemplates.ts

@@ -0,0 +1,45 @@
+import { useEffect, useMemo, useState, type RefObject } from "react";
+
+import { fetchReplyTemplates, type ReplyTemplateRef } from "./model";
+import { renderTemplate, type TemplateValues } from "./templateVariables";
+
+// Шаблоны «/» (дизайн-базлайн v2 §9): ввод «/» в начале открывает список,
+// продолжение ввода фильтрует по названию. Выбранный шаблон заменяет текст
+// поля, переменные подставляются сразу — оператор видит готовый ответ.
+
+export function useComposerTemplates({ text, setText, values, textareaRef }: {
+  text: string;
+  setText: (text: string) => void;
+  values: TemplateValues;
+  textareaRef: RefObject<HTMLTextAreaElement | null>;
+}) {
+  const [templates, setTemplates] = useState<ReplyTemplateRef[]>([]);
+  const [open, setOpen] = useState(false);
+
+  useEffect(() => {
+    fetchReplyTemplates().then(setTemplates).catch(() => setTemplates([]));
+  }, []);
+
+  const slashQuery = text.startsWith("/") ? text.slice(1).trim().toLowerCase() : null;
+  const visible = useMemo(() => {
+    if (templates.length === 0) return [];
+    if (slashQuery === null) return templates;
+    return templates.filter((template) => template.title.toLowerCase().includes(slashQuery));
+  }, [templates, slashQuery]);
+
+  function apply(template: ReplyTemplateRef) {
+    setText(renderTemplate(template.text, values));
+    setOpen(false);
+    textareaRef.current?.focus();
+  }
+
+  return {
+    available: templates.length > 0,
+    visible,
+    slashQuery,
+    menuOpen: open || (slashQuery !== null && visible.length > 0),
+    toggle: () => setOpen((current) => !current),
+    close: () => setOpen(false),
+    apply,
+  };
+}

apps/internal-ui/src/features/help-center/HelpArticle.tsx

@@ -4,6 +4,7 @@ import { fetchHelpArticle, sendArticleFeedback } from "./api";
 import { HelpChevronIcon, HelpThumbIcon } from "./HelpIcons";
 import { HelpLayout } from "./HelpLayout";
 import { HelpAttachments } from "./HelpAttachments";
+import { HelpRelatedArticles } from "./HelpRelatedArticles";
 import { MarkdownContent, parseMarkdown } from "./MarkdownContent";
 import type { HelpArticle as HelpArticleType, HelpManifest } from "./types";
 import { t } from "../../i18n";
@@ -63,7 +64,9 @@ export function HelpArticle({
   return (
     <HelpLayout
       compactHeader
-      portal={manifest.portal}
+      manifest={manifest}
+      activeCategoryId={article?.category.id}
+      activeArticleSlug={article?.slug}
       search={search}
       onSearchChange={setSearch}
       onSearchSubmit={searchSubmit}
@@ -128,6 +131,7 @@ export function HelpArticle({
                   </>
                 )}
               </section>
+              <HelpRelatedArticles articles={article.relatedArticles ?? []} />
             </article>
             {headings.length > 0 && (
               <aside className="help-toc" aria-label={t("portals.article_contents")}>

apps/internal-ui/src/features/help-center/HelpCenterApp.tsx

@@ -12,6 +12,8 @@ import type { HelpManifest } from "./types";
 import "./styles-layout.css";
 import "./styles-home.css";
 import "./styles-article.css";
+import "./styles-navigation.css";
+import "./styles-related.css";
 import "./styles-responsive.css";
 import { t } from "../../i18n";
 

apps/internal-ui/src/features/help-center/HelpHome.tsx

@@ -80,7 +80,8 @@ export function HelpHome({ manifest }: { manifest: HelpManifest }) {
 
   return (
     <HelpLayout
-      portal={manifest.portal}
+      manifest={manifest}
+      activeCategoryId={selectedCategory?.id}
       search={search}
       onSearchChange={setSearch}
     >

apps/internal-ui/src/features/help-center/HelpLayout.tsx

@@ -2,26 +2,32 @@ import type { ReactNode } from "react";
 
 import { LogoIcon } from "../../shared/icons";
 import { HelpSearch } from "./HelpSearch";
+import { HelpNavigation } from "./HelpNavigation";
 import { PortalWebWidget } from "./PortalWebWidget";
-import type { HelpPortal } from "./types";
+import type { HelpManifest } from "./types";
 import { t } from "../../i18n";
 
 export function HelpLayout({
-  portal,
+  manifest,
   children,
   search,
   onSearchChange,
   onSearchSubmit,
   compactHeader = false,
+  activeCategoryId = null,
+  activeArticleSlug = null,
 }: {
-  portal: HelpPortal;
+  manifest: HelpManifest;
   children: ReactNode;
   search: string;
   onSearchChange: (value: string) => void;
   onSearchSubmit?: (value: string) => void;
   compactHeader?: boolean;
+  activeCategoryId?: number | null;
+  activeArticleSlug?: string | null;
 }) {
   const homeHref = "/";
+  const portal = manifest.portal;
   return (
     <div className={`help-center ${compactHeader ? "has-compact-header" : ""}`}>
       <header className="help-header">
@@ -40,7 +46,14 @@ export function HelpLayout({
           />
         )}
       </header>
-      <main>{children}</main>
+      <main className="help-page-grid">
+        <HelpNavigation
+          manifest={manifest}
+          activeCategoryId={activeCategoryId}
+          activeArticleSlug={activeArticleSlug}
+        />
+        <div className="help-page-content">{children}</div>
+      </main>
       <footer className="help-footer">
         <div className="help-footer-row">
           <a className="help-footer-brand" href={homeHref}>

apps/internal-ui/src/features/help-center/HelpNavigation.tsx

@@ -0,0 +1,178 @@
+import { useEffect, useMemo, useState } from "react";
+
+import { fetchHelpArticles } from "./api";
+import { HelpChevronIcon } from "./HelpIcons";
+import type { HelpArticle, HelpCategory, HelpManifest } from "./types";
+import { t } from "../../i18n";
+
+function articleHref(slug: string): string {
+  return `/articles/${encodeURIComponent(slug)}/`;
+}
+
+type BranchProps = {
+  category: HelpCategory;
+  childrenByParent: Map<number | null, HelpCategory[]>;
+  activePath: Set<number>;
+  activeCategoryId: number | null;
+  activeArticleSlug: string | null;
+  locale: string;
+};
+
+function CategoryBranch({
+  category, childrenByParent, activePath, activeCategoryId, activeArticleSlug, locale,
+}: BranchProps) {
+  const [expanded, setExpanded] = useState(activePath.has(category.id));
+  const [articles, setArticles] = useState<HelpArticle[] | null>(null);
+  const [hasMore, setHasMore] = useState(false);
+  const [loading, setLoading] = useState(false);
+  const [failed, setFailed] = useState(false);
+  const children = childrenByParent.get(category.id) ?? [];
+
+  useEffect(() => {
+    if (activePath.has(category.id)) setExpanded(true);
+  }, [activePath, category.id]);
+
+  useEffect(() => {
+    if (!expanded || articles !== null || category.articleCount === 0) return;
+    let cancelled = false;
+    setLoading(true);
+    fetchHelpArticles({ locale, category: category.slug, direct: true, limit: 50 })
+      .then((payload) => {
+        if (cancelled) return;
+        setArticles(payload.items);
+        setHasMore(payload.pagination.hasMore);
+        setFailed(false);
+      })
+      .catch(() => { if (!cancelled) setFailed(true); })
+      .finally(() => { if (!cancelled) setLoading(false); });
+    return () => { cancelled = true; };
+  }, [articles, category.articleCount, category.slug, expanded, locale]);
+
+  async function loadMore() {
+    if (loading || !articles) return;
+    setLoading(true);
+    try {
+      const payload = await fetchHelpArticles({
+        locale, category: category.slug, direct: true, limit: 50, offset: articles.length,
+      });
+      setArticles((current) => [...(current ?? []), ...payload.items]);
+      setHasMore(payload.pagination.hasMore);
+      setFailed(false);
+    } catch {
+      setFailed(true);
+    } finally {
+      setLoading(false);
+    }
+  }
+
+  const canExpand = category.articleCount > 0 || children.length > 0;
+  return (
+    <li className="help-nav-branch">
+      <div className="help-nav-row">
+        <a
+          aria-current={activeCategoryId === category.id && !activeArticleSlug ? "page" : undefined}
+          className={activeCategoryId === category.id ? "is-current" : ""}
+          href={`/?category=${encodeURIComponent(category.slug)}`}
+        >{category.name}</a>
+        {canExpand && (
+          <button
+            aria-label={t(expanded ? "portals.collapse_section" : "portals.expand_section", { name: category.name })}
+            aria-expanded={expanded}
+            className={expanded ? "is-expanded" : ""}
+            type="button"
+            onClick={() => setExpanded((value) => !value)}
+          ><HelpChevronIcon /></button>
+        )}
+      </div>
+      {canExpand && expanded && (
+        <ul className="help-nav-children">
+          {articles?.map((article) => (
+            <li key={article.slug}>
+              <a
+                aria-current={activeArticleSlug === article.slug ? "page" : undefined}
+                className={`help-nav-article${activeArticleSlug === article.slug ? " is-current" : ""}`}
+                href={articleHref(article.slug)}
+              >{article.revision.title}</a>
+            </li>
+          ))}
+          {children.map((child) => (
+            <CategoryBranch
+              key={child.id}
+              category={child}
+              childrenByParent={childrenByParent}
+              activePath={activePath}
+              activeCategoryId={activeCategoryId}
+              activeArticleSlug={activeArticleSlug}
+              locale={locale}
+            />
+          ))}
+          {loading && <li className="help-nav-status" aria-live="polite">…</li>}
+          {failed && <li className="help-nav-status">{t("portals.could_not_load_articles")}</li>}
+          {hasMore && !loading && (
+            <li><button className="help-nav-more" type="button" onClick={() => void loadMore()}>{t("portals.show_more")}</button></li>
+          )}
+        </ul>
+      )}
+    </li>
+  );
+}
+
+export function HelpNavigation({
+  manifest, activeCategoryId, activeArticleSlug,
+}: {
+  manifest: HelpManifest;
+  activeCategoryId: number | null;
+  activeArticleSlug: string | null;
+}) {
+  const [mobileOpen, setMobileOpen] = useState(false);
+  const childrenByParent = useMemo(() => {
+    const result = new Map<number | null, HelpCategory[]>();
+    for (const category of manifest.categories) {
+      const siblings = result.get(category.parentId) ?? [];
+      siblings.push(category);
+      result.set(category.parentId, siblings);
+    }
+    for (const siblings of result.values()) {
+      siblings.sort((a, b) => a.sortOrder - b.sortOrder || a.name.localeCompare(b.name));
+    }
+    return result;
+  }, [manifest.categories]);
+  const activePath = useMemo(() => {
+    const byId = new Map(manifest.categories.map((category) => [category.id, category]));
+    const path = new Set<number>();
+    let current = activeCategoryId ? byId.get(activeCategoryId) : undefined;
+    while (current && !path.has(current.id)) {
+      path.add(current.id);
+      current = current.parentId ? byId.get(current.parentId) : undefined;
+    }
+    return path;
+  }, [activeCategoryId, manifest.categories]);
+
+  return (
+    <aside className="help-navigation">
+      <button
+        aria-controls="help-navigation-tree"
+        aria-expanded={mobileOpen}
+        className="help-navigation-mobile-toggle"
+        type="button"
+        onClick={() => setMobileOpen((value) => !value)}
+      >{t("portals.all_sections")}<HelpChevronIcon /></button>
+      <nav aria-label={t("portals.navigation")} className={mobileOpen ? "is-open" : ""} id="help-navigation-tree">
+        <a className="help-nav-all" href="/">{t("portals.all_sections")}</a>
+        <ul>
+          {(childrenByParent.get(null) ?? []).map((category) => (
+            <CategoryBranch
+              key={category.id}
+              category={category}
+              childrenByParent={childrenByParent}
+              activePath={activePath}
+              activeCategoryId={activeCategoryId}
+              activeArticleSlug={activeArticleSlug}
+              locale={manifest.portal.defaultLocale}
+            />
+          ))}
+        </ul>
+      </nav>
+    </aside>
+  );
+}

apps/internal-ui/src/features/help-center/HelpRelatedArticles.tsx

@@ -0,0 +1,22 @@
+import { HelpArrowIcon } from "./HelpIcons";
+import type { HelpArticle } from "./types";
+import { t } from "../../i18n";
+
+export function HelpRelatedArticles({ articles }: { articles: HelpArticle[] }) {
+  if (articles.length === 0) return null;
+  return (
+    <section className="help-related" aria-labelledby="help-related-title">
+      <h2 id="help-related-title">{t("portals.related_articles")}</h2>
+      <ul>
+        {articles.map((article) => (
+          <li key={article.slug}>
+            <a href={`/articles/${encodeURIComponent(article.slug)}/`}>
+              <span>{article.revision.title}</span>
+              <HelpArrowIcon />
+            </a>
+          </li>
+        ))}
+      </ul>
+    </section>
+  );
+}

apps/internal-ui/src/features/help-center/api.ts

@@ -6,13 +6,15 @@ export function fetchHelpManifest(): Promise<HelpManifest> {
 }
 
 export function fetchHelpArticles(
-  options: { locale?: string; category?: string; query?: string; offset?: number } = {},
+  options: { locale?: string; category?: string; query?: string; offset?: number; limit?: number; direct?: boolean } = {},
 ): Promise<{ items: HelpArticle[]; pagination: { hasMore: boolean; limit: number; offset: number; total: number } }> {
   const search = new URLSearchParams();
   if (options.locale) search.set("locale", options.locale);
   if (options.category) search.set("category", options.category);
   if (options.query) search.set("q", options.query);
   if (options.offset) search.set("offset", String(options.offset));
+  if (options.limit) search.set("limit", String(options.limit));
+  if (options.direct) search.set("direct", "1");
   const suffix = search.size ? `?${search.toString()}` : "";
   return api(`/api/v1/help/articles/${suffix}`);
 }

apps/internal-ui/src/features/help-center/styles-layout.css

@@ -26,7 +26,7 @@ html.help-center-document body {
 }
 
 .help-header {
-  width: min(1024px, calc(100% - 48px));
+  width: min(1280px, calc(100% - 48px));
   margin: 0 auto;
   padding: 34px 0 0;
 }
@@ -154,7 +154,7 @@ html.help-center-document body {
 
 .help-footer {
   display: grid;
-  width: min(1024px, calc(100% - 48px));
+  width: min(1280px, calc(100% - 48px));
   margin: 80px auto 0;
   padding: 34px 0 42px;
   gap: 18px;
@@ -293,4 +293,3 @@ html.help-center-document body {
 .help-fatal span {
   color: var(--help-text-muted);
 }
-

apps/internal-ui/src/features/help-center/styles-navigation.css

@@ -0,0 +1,201 @@
+.help-page-grid {
+  display: grid;
+  width: min(1280px, calc(100% - 48px));
+  margin: 0 auto;
+  grid-template-columns: 240px minmax(0, 1fr);
+  gap: 44px;
+  align-items: start;
+}
+
+.help-page-content {
+  min-width: 0;
+}
+
+.help-page-content .help-hero,
+.help-page-content .help-home-content,
+.help-page-content .help-article-shell {
+  width: 100%;
+}
+
+.help-page-content .help-article-grid {
+  grid-template-columns: minmax(0, 1fr) minmax(160px, 190px);
+  gap: 32px;
+}
+
+.help-navigation {
+  position: sticky;
+  top: 24px;
+  max-height: calc(100vh - 48px);
+  margin-top: 42px;
+  padding-right: 18px;
+  overflow: auto;
+  border-right: 1px solid var(--help-line-soft);
+  scrollbar-width: thin;
+}
+
+.help-navigation-mobile-toggle {
+  display: none;
+}
+
+.help-navigation nav > ul,
+.help-nav-children {
+  margin: 0;
+  padding: 0;
+  list-style: none;
+}
+
+.help-nav-all,
+.help-nav-row > a,
+.help-nav-article,
+.help-nav-more {
+  display: block;
+  padding: 9px 10px;
+  border-radius: var(--help-radius-sm);
+  color: var(--help-text);
+  font-size: 14px;
+  line-height: 1.35;
+  text-decoration: none;
+}
+
+.help-nav-all {
+  margin-bottom: 8px;
+  font-weight: var(--help-heading-weight);
+}
+
+.help-nav-row {
+  display: flex;
+  min-width: 0;
+  align-items: flex-start;
+}
+
+.help-nav-row > a {
+  min-width: 0;
+  flex: 1;
+  color: var(--help-ink);
+  font-weight: var(--help-heading-weight);
+}
+
+.help-nav-row > button {
+  display: grid;
+  width: 32px;
+  height: 36px;
+  flex: none;
+  place-items: center;
+  border: 0;
+  border-radius: var(--help-radius-sm);
+  background: transparent;
+  color: var(--help-text-muted);
+  cursor: pointer;
+}
+
+.help-nav-row > button svg {
+  transition: transform 150ms ease;
+}
+
+.help-nav-row > button.is-expanded svg {
+  transform: rotate(90deg);
+}
+
+.help-nav-children {
+  margin: 1px 0 7px 15px;
+  padding-left: 9px;
+  border-left: 1px solid var(--help-line-soft);
+}
+
+.help-nav-article {
+  color: var(--help-text-muted);
+  font-size: 13px;
+}
+
+.help-nav-all:hover,
+.help-nav-row > a:hover,
+.help-nav-article:hover,
+.help-nav-more:hover,
+.help-nav-row > button:hover {
+  background: var(--help-surface-soft);
+  color: var(--help-ink);
+}
+
+.help-nav-row > a.is-current,
+.help-nav-article.is-current {
+  background: var(--help-surface-soft);
+  color: var(--help-accent);
+  font-weight: var(--help-heading-weight);
+}
+
+.help-nav-more {
+  width: 100%;
+  border: 0;
+  background: transparent;
+  text-align: left;
+  cursor: pointer;
+}
+
+.help-nav-status {
+  padding: 9px 10px;
+  color: var(--help-text-subtle);
+  font-size: 13px;
+}
+
+@media (max-width: 1100px) {
+  .help-page-content .help-article-grid {
+    display: block;
+  }
+
+  .help-page-content .help-toc {
+    display: none;
+  }
+}
+
+@media (max-width: 860px) {
+  .help-page-grid {
+    display: block;
+    width: min(100% - 36px, 680px);
+  }
+
+  .help-navigation {
+    position: static;
+    max-height: none;
+    margin-top: 20px;
+    padding: 0;
+    overflow: visible;
+    border-right: 0;
+    border-bottom: 1px solid var(--help-line-soft);
+  }
+
+  .help-navigation-mobile-toggle {
+    display: flex;
+    width: 100%;
+    min-height: 44px;
+    padding: 0 4px;
+    align-items: center;
+    justify-content: space-between;
+    border: 0;
+    background: transparent;
+    color: var(--help-ink);
+    font-family: var(--help-font-heading);
+    font-weight: var(--help-heading-weight);
+    cursor: pointer;
+  }
+
+  .help-navigation-mobile-toggle[aria-expanded="true"] svg {
+    transform: rotate(90deg);
+  }
+
+  .help-navigation nav {
+    display: none;
+    max-height: 60vh;
+    padding: 8px 0 14px;
+    overflow: auto;
+  }
+
+  .help-navigation nav.is-open {
+    display: block;
+  }
+}
+
+@media (max-width: 560px) {
+  .help-page-grid {
+    width: calc(100% - 28px);
+  }
+}

apps/internal-ui/src/features/help-center/styles-related.css

@@ -0,0 +1,49 @@
+.help-related {
+  margin-top: 46px;
+}
+
+.help-related h2 {
+  margin: 0 0 18px;
+  font-family: var(--help-font-heading);
+  font-size: 23px;
+  font-weight: var(--help-heading-weight);
+  letter-spacing: -0.03em;
+}
+
+.help-related ul {
+  margin: 0;
+  padding: 0;
+  border-top: 1px solid var(--help-line);
+  list-style: none;
+}
+
+.help-related li {
+  border-bottom: 1px solid var(--help-line-soft);
+}
+
+.help-related a {
+  display: flex;
+  min-height: 52px;
+  padding: 12px 2px;
+  align-items: center;
+  justify-content: space-between;
+  gap: 16px;
+  color: var(--help-ink);
+  font-size: 15px;
+  font-weight: 600;
+  line-height: 1.4;
+  text-decoration: none;
+}
+
+.help-related a svg {
+  flex: none;
+  color: var(--help-text-muted);
+}
+
+.help-related a:hover {
+  color: var(--help-accent);
+}
+
+.help-related a:hover svg {
+  color: var(--help-accent);
+}

apps/internal-ui/src/features/help-center/types.ts

@@ -35,6 +35,7 @@ export type HelpArticle = {
   updatedAt: string;
   // Файлы статьи: картинки вставлены в текст, остальное посетитель скачивает.
   attachments?: HelpAttachment[];
+  relatedArticles?: HelpArticle[];
 };
 
 export type HelpPortal = {

apps/internal-ui/src/features/settings/ReplyTemplateForm.tsx

@@ -0,0 +1,66 @@
+import { Modal } from "antd";
+import { useRef, useState } from "react";
+
+import { FormField, TextAreaField } from "../../shared/form-controls";
+import { Button } from "../../shared/ui-controls";
+import { createReplyTemplate, updateReplyTemplate, type ReplyTemplateRef } from "../conversations/model";
+import { variableToken, type TemplateVariable } from "../conversations/templateVariables";
+import { TemplateVariableMenu } from "./TemplateVariableMenu";
+import { t } from "../../i18n";
+
+// Окно шаблона ответа: название и текст. Та же форма, что у интеграций и
+// переименования группы; ошибки (занятое название, пустой текст) — от сервера.
+
+export function ReplyTemplateForm({ initial, onClose, onSaved }: {
+  initial: ReplyTemplateRef | null;
+  onClose: () => void;
+  onSaved: () => void;
+}) {
+  const [title, setTitle] = useState(initial?.title ?? "");
+  const [text, setText] = useState(initial?.text ?? "");
+  const [saving, setSaving] = useState(false);
+  const [error, setError] = useState("");
+  const textRef = useRef<HTMLTextAreaElement>(null);
+
+  function insertVariable(variable: TemplateVariable) {
+    const token = variableToken(variable);
+    const area = textRef.current;
+    const start = area?.selectionStart ?? text.length;
+    const end = area?.selectionEnd ?? text.length;
+    setText(text.slice(0, start) + token + text.slice(end));
+    window.requestAnimationFrame(() => {
+      if (!area) return;
+      area.focus();
+      area.setSelectionRange(start + token.length, start + token.length);
+    });
+  }
+
+  async function save() {
+    setSaving(true);
+    setError("");
+    try {
+      if (initial) await updateReplyTemplate(initial.id, title.trim(), text.trim());
+      else await createReplyTemplate(title.trim(), text.trim());
+      onSaved();
+    } catch (caught) {
+      setError(caught instanceof Error ? caught.message : t("settings.could_not_save_template"));
+    } finally {
+      setSaving(false);
+    }
+  }
+
+  return (
+    <Modal open title={initial ? t("settings.edit_template") : t("settings.new_template")} onCancel={onClose} footer={null} destroyOnClose>
+      <div className="integration-form">
+        <FormField label={t("common.title")} value={title} onChange={setTitle} />
+        <TextAreaField label={t("settings.template_text")} value={text} onChange={setText} inputRef={textRef} />
+        <TemplateVariableMenu onPick={insertVariable} />
+        {error && <div className="integration-form-error">{error}</div>}
+        <div className="integration-form-actions">
+          <Button variant="secondary" onClick={onClose}>{t("common.cancel")}</Button>
+          <Button variant="primary" disabled={saving || !title.trim() || !text.trim()} onClick={() => void save()}>{t("common.save")}</Button>
+        </div>
+      </div>
+    </Modal>
+  );
+}

apps/internal-ui/src/features/settings/ReplyTemplatesCard.tsx

@@ -0,0 +1,73 @@
+import { Modal } from "antd";
+import { useState } from "react";
+
+import { EmptyState } from "../../shared/ui";
+import { Icon } from "../../shared/icons";
+import { Button } from "../../shared/ui-controls";
+import { deleteReplyTemplate, type ReplyTemplateRef } from "../conversations/model";
+import { fmt, t } from "../../i18n";
+
+// Раздел «Шаблоны ответов» (согласован по образцу кадра N2 «Группы», своего
+// кадра в базлайне нет): строка — название · начало текста · дата изменения ·
+// изменить/удалить. Создание — primary-кнопкой в шапке раздела, правка —
+// окном, как у интеграций. Без права на настройки список только читается.
+
+export function ReplyTemplatesCard({ items, canManage, reload, onEdit }: {
+  items: ReplyTemplateRef[];
+  canManage: boolean;
+  reload: () => void;
+  onEdit: (template: ReplyTemplateRef) => void;
+}) {
+  const [deleting, setDeleting] = useState<ReplyTemplateRef | null>(null);
+  const [deleteError, setDeleteError] = useState("");
+
+  async function remove() {
+    if (!deleting) return;
+    setDeleteError("");
+    try {
+      await deleteReplyTemplate(deleting.id);
+      setDeleting(null);
+      reload();
+    } catch (caught) {
+      setDeleteError(caught instanceof Error ? caught.message : t("settings.could_not_delete"));
+    }
+  }
+
+  if (items.length === 0) return <EmptyState title={t("settings.no_templates_yet")} />;
+
+  return (
+    <>
+      <div className="table-card settings-groups-card">
+        {items.map((template) => (
+          <div
+            className={`settings-group-row settings-template-row ${canManage ? "is-clickable" : ""}`}
+            key={template.id}
+            onClick={canManage ? () => onEdit(template) : undefined}
+          >
+            <strong>{template.title}</strong>
+            <span className="settings-template-preview">{template.text.replace(/\s+/g, " ")}</span>
+            <small>{fmt.shortDate(template.updatedAt)}</small>
+            {canManage && (
+              <div className="settings-group-actions" onClick={(event) => event.stopPropagation()}>
+                <button aria-label={t("common.edit")} title={t("common.edit")} type="button" onClick={() => onEdit(template)}><Icon name="edit" size={14} /></button>
+                <button aria-label={t("common.delete")} title={t("common.delete")} className="is-danger" type="button" onClick={() => { setDeleteError(""); setDeleting(template); }}><Icon name="trash" size={14} /></button>
+              </div>
+            )}
+          </div>
+        ))}
+      </div>
+      {deleting && (
+        <Modal open title={t("settings.delete_template")} onCancel={() => setDeleting(null)} footer={null} destroyOnClose>
+          <div className="integration-form">
+            <p>{t("settings.template_will_be_deleted", { name: deleting.title })}</p>
+            {deleteError && <div className="integration-form-error">{deleteError}</div>}
+            <div className="integration-form-actions">
+              <Button variant="secondary" onClick={() => setDeleting(null)}>{t("common.cancel")}</Button>
+              <Button variant="danger-outline" onClick={() => void remove()}>{t("common.delete")}</Button>
+            </div>
+          </div>
+        </Modal>
+      )}
+    </>
+  );
+}

apps/internal-ui/src/features/settings/SettingsPage.tsx

@@ -18,8 +18,12 @@ import { PlatformSettingsCard } from "./PlatformSettingsCard";
 import { StorageSettingsCard } from "./StorageSettingsCard";
 import { GroupsSettingsCard } from "./GroupsSettingsCard";
 import { QueuePolicyCard } from "./QueuePolicyCard";
+import { ReplyTemplateForm } from "./ReplyTemplateForm";
+import { ReplyTemplatesCard } from "./ReplyTemplatesCard";
 import { DEFAULT_SETTINGS_SECTION, visibleSettingsSections, type SettingsSectionKey } from "./sections";
 import { useIntegrations } from "./useIntegrations";
+import { useReplyTemplates } from "./useReplyTemplates";
+import type { ReplyTemplateRef } from "../conversations/model";
 import { useOnboarding } from "../onboarding/useOnboarding";
 import type { TourTarget } from "../onboarding/steps";
 import { t } from "../../i18n";
@@ -50,6 +54,8 @@ export function SettingsPage({ user, onUserUpdated, reload, groups = [], section
   const manager = isManager(user);
   const integrations = useIntegrations(manager);
   const [form, setForm] = useState<{ kind: IntegrationKind; initial: Integration | null } | null>(null);
+  const templates = useReplyTemplates(manager);
+  const [templateForm, setTemplateForm] = useState<{ initial: ReplyTemplateRef | null } | null>(null);
   // Кадр M: на узком экране субменю и раздел — два отдельных экрана.
   const mobile = useMediaQuery("(max-width: 900px)");
 
@@ -60,6 +66,7 @@ export function SettingsPage({ user, onUserUpdated, reload, groups = [], section
   const connectionsFailed = connections.some((item) => item.isActive && item.status === "ERROR");
   const counts: Partial<Record<SettingsSectionKey, number>> = {
     groups: groups.length,
+    templates: templates.items.length,
     ai: providers.length,
     integrations: connections.length,
   };
@@ -121,7 +128,9 @@ export function SettingsPage({ user, onUserUpdated, reload, groups = [], section
     ? <Button variant="primary" icon="plus" onClick={() => setForm({ kind: "LLM_PROVIDER", initial: null })}>{t("settings.add_provider")}</Button>
     : current?.key === "integrations"
       ? <Button variant="primary" icon="plus" onClick={() => setForm({ kind: "MESSENGER", initial: null })}>{t("settings.add_connection")}</Button>
-      : null;
+      : current?.key === "templates" && canManageSettings(user)
+        ? <Button variant="primary" icon="plus" onClick={() => setTemplateForm({ initial: null })}>{t("settings.add_template")}</Button>
+        : null;
 
   return (
     <div className="settings-layout">
@@ -151,6 +160,8 @@ export function SettingsPage({ user, onUserUpdated, reload, groups = [], section
               providers={providers}
               connections={connections}
               onEditIntegration={(item) => setForm({ kind: item.kind, initial: item })}
+              templates={templates}
+              onEditTemplate={(item) => setTemplateForm({ initial: item })}
             />
           </div>
         </section>
@@ -163,11 +174,18 @@ export function SettingsPage({ user, onUserUpdated, reload, groups = [], section
           onSaved={() => { setForm(null); integrations.reload(); }}
         />
       )}
+      {templateForm && (
+        <ReplyTemplateForm
+          initial={templateForm.initial}
+          onClose={() => setTemplateForm(null)}
+          onSaved={() => { setTemplateForm(null); templates.reload(); }}
+        />
+      )}
     </div>
   );
 }
 
-function SectionBody({ section, user, onUserUpdated, reload, groups, integrations, providers, connections, onEditIntegration }: {
+function SectionBody({ section, user, onUserUpdated, reload, groups, integrations, providers, connections, onEditIntegration, templates, onEditTemplate }: {
   section: SettingsSectionKey;
   user: SessionUser;
   onUserUpdated: (user: SessionUser) => void;
@@ -177,6 +195,8 @@ function SectionBody({ section, user, onUserUpdated, reload, groups, integration
   providers: Integration[];
   connections: Integration[];
   onEditIntegration: (integration: Integration) => void;
+  templates: ReturnType<typeof useReplyTemplates>;
+  onEditTemplate: (template: ReplyTemplateRef) => void;
 }): ReactNode {
   if (section === "organization") return <OrganizationSection user={user} onUserUpdated={onUserUpdated} />;
   if (section === "groups") return <GroupsSettingsCard groups={groups} reload={reload} />;
@@ -185,6 +205,11 @@ function SectionBody({ section, user, onUserUpdated, reload, groups, integration
   if (section === "platform") return <PlatformSettingsCard canManage={user.isInstanceAdmin} />;
   if (section === "storage") return <StorageSettingsCard canManage={user.isInstanceAdmin} />;
   if (section === "demo") return <DemoDataCard reload={reload} />;
+  if (section === "templates") {
+    if (templates.loading) return <LoadingState />;
+    if (templates.failed) return <EmptyState title={t("settings.could_not_load_templates")} />;
+    return <ReplyTemplatesCard items={templates.items} canManage={canManageSettings(user)} reload={templates.reload} onEdit={onEditTemplate} />;
+  }
   if (integrations.loading) return <LoadingState />;
   if (integrations.failed) return <EmptyState title={t("settings.could_not_load_integrations")} />;
   return (

apps/internal-ui/src/features/settings/TemplateVariableMenu.tsx

@@ -0,0 +1,23 @@
+import { Dropdown } from "antd";
+
+import { Icon } from "../../shared/icons";
+import { TEMPLATE_VARIABLES, TEMPLATE_VARIABLE_LABEL, type TemplateVariable } from "../conversations/templateVariables";
+import { t } from "../../i18n";
+
+// «Вставить переменную» в окне шаблона ответа: коды переменных не нужно
+// помнить — пункт меню вставляет его в позицию курсора.
+
+export function TemplateVariableMenu({ onPick }: { onPick: (variable: TemplateVariable) => void }) {
+  const items = TEMPLATE_VARIABLES.map((variable) => ({
+    key: variable,
+    label: t(TEMPLATE_VARIABLE_LABEL[variable]),
+    onClick: () => onPick(variable),
+  }));
+  return (
+    <Dropdown menu={{ items }} trigger={["click"]} placement="bottomLeft" overlayClassName="app-dropdown">
+      <button className="link has-icon template-variable-trigger" type="button">
+        <Icon name="plus" size={13} strokeWidth={2.2} />{t("settings.insert_variable")}
+      </button>
+    </Dropdown>
+  );
+}

apps/internal-ui/src/features/settings/sections.ts

@@ -10,6 +10,7 @@ export type SettingsSectionKey =
   | "organization"
   | "groups"
   | "queue"
+  | "templates"
   | "ai"
   | "integrations"
   | "communication"
@@ -51,6 +52,14 @@ export const SETTINGS_SECTIONS: SettingsSection[] = [
     heading: t("settings.when_to_call_for_help"),
     lead: t("settings.queue_section_lead"),
   },
+  {
+    // Своего кадра в базлайне нет: раздел согласован по образцу «Групп» (N2).
+    key: "templates",
+    label: t("settings.reply_templates"),
+    icon: "text",
+    heading: t("settings.reply_templates"),
+    lead: t("settings.reply_templates_lead"),
+  },
   {
     key: "ai",
     label: t("settings.ai_provider"),

apps/internal-ui/src/features/settings/styles.css

@@ -386,6 +386,36 @@
   margin: 10px 0 4px;
 }
 
+/* --- Шаблоны ответов: строка «Групп», вместо состава — начало текста --- */
+
+.settings-template-row.is-clickable {
+  cursor: pointer;
+}
+
+.settings-template-row strong {
+  flex: 0 1 auto;
+  max-width: 40%;
+  overflow: hidden;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+/* «Вставить переменную» — ссылка под полем текста, не во всю ширину формы. */
+.template-variable-trigger {
+  align-self: flex-start;
+  margin-top: -6px;
+}
+
+.settings-template-preview {
+  flex: 1;
+  min-width: 0;
+  overflow: hidden;
+  color: var(--n-4);
+  font-size: 12.5px;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
 /* --- N3/N4 Таблицы: шапка 11px капсом на подложке, строки 62px --- */
 
 .integrations-section {

apps/internal-ui/src/features/settings/useReplyTemplates.ts

@@ -0,0 +1,34 @@
+import { useCallback, useEffect, useState } from "react";
+
+import { fetchReplyTemplates, type ReplyTemplateRef } from "../conversations/model";
+
+// Шаблоны грузятся на весь экран «Настроек», как интеграции: субменю
+// показывает их число, а раздел — список.
+
+export type ReplyTemplatesState = {
+  items: ReplyTemplateRef[];
+  loading: boolean;
+  failed: boolean;
+  reload: () => void;
+};
+
+export function useReplyTemplates(enabled: boolean): ReplyTemplatesState {
+  const [items, setItems] = useState<ReplyTemplateRef[]>([]);
+  const [loading, setLoading] = useState(true);
+  const [failed, setFailed] = useState(false);
+
+  const reload = useCallback(() => {
+    if (!enabled) return;
+    setFailed(false);
+    fetchReplyTemplates()
+      .then(setItems)
+      .catch(() => setFailed(true))
+      .finally(() => setLoading(false));
+  }, [enabled]);
+
+  useEffect(() => {
+    reload();
+  }, [reload]);
+
+  return { items, loading, failed, reload };
+}

apps/internal-ui/src/i18n/en.ts

@@ -754,6 +754,10 @@ export const en: Record<MessageKey, Message> = {
   "conversations.started": "Started",
   "conversations.take_conversation": "Take the conversation",
   "conversations.templates": "Templates",
+  "conversations.variable_client_name": "Customer name",
+  "conversations.variable_operator_name": "Operator name",
+  "conversations.variable_company": "Organization name",
+  "conversations.fill_template_variables": "Fill in the text: {names}",
   "conversations.transcribe": "Transcribe",
   "conversations.transcribing": "Transcribing…",
   "conversations.type_message_shift_enter_line": "Type a message… Shift+Enter for a line break, “/” for a reply template",
@@ -820,6 +824,9 @@ export const en: Record<MessageKey, Message> = {
   "portals.article_category_path_required": "Article #{index}: the required field “categoryPath” is a non-empty list of sections",
   "portals.article_content_empty": "Article #{index}: the required field “content” is empty",
   "portals.article_contents": "Article contents",
+  "portals.related_articles": "Related articles",
+  "portals.expand_section": "Expand section {name}",
+  "portals.collapse_section": "Collapse section {name}",
   "portals.article_files": "ARTICLE FILES",
   "portals.article_import": "Article import",
   "portals.article_must_be_object": "Article #{index}: must be an object",
@@ -1474,6 +1481,18 @@ export const en: Record<MessageKey, Message> = {
   "settings.queue_restore_defaults": "Restore the usual delays",
   "settings.queue_policy_unavailable": "Could not load the delays",
   "settings.queue_delivery_warning": "Reminders arrive where the employee will see them: the browser and the linked messenger. If a group has neither, only the counter in the conversation list is left.",
+  "settings.reply_templates": "Reply templates",
+  "settings.reply_templates_lead": "Ready-made replies for operators. In a conversation, type “/” in the message field to insert one.",
+  "settings.add_template": "Add a template",
+  "settings.no_templates_yet": "No templates yet. Add the first one — operators will call it up with “/”.",
+  "settings.could_not_load_templates": "Could not load the templates",
+  "settings.new_template": "New template",
+  "settings.edit_template": "Edit the template",
+  "settings.template_text": "Text",
+  "settings.insert_variable": "Insert a variable",
+  "settings.could_not_save_template": "Could not save the template",
+  "settings.delete_template": "Delete the template?",
+  "settings.template_will_be_deleted": "The template “{name}” will be deleted — operators will no longer be able to insert it.",
   "settings.ai_provider": "AI provider",
   "settings.allowed_domains": "Allowed domains",
   "settings.answers_from_agent_s_knowledge": "Answers from the agent's knowledge with no external requests or keys. Answer quality is limited — for real work connect OpenRouter or a compatible provider.",

apps/internal-ui/src/i18n/ru.ts

@@ -755,6 +755,10 @@ export const ru = {
   "conversations.started": "Начат",
   "conversations.take_conversation": "Взять диалог",
   "conversations.templates": "Шаблоны",
+  "conversations.variable_client_name": "Имя клиента",
+  "conversations.variable_operator_name": "Имя оператора",
+  "conversations.variable_company": "Название организации",
+  "conversations.fill_template_variables": "Заполните в тексте: {names}",
   "conversations.transcribe": "Расшифровать",
   "conversations.transcribing": "Расшифровываем…",
   "conversations.type_message_shift_enter_line": "Введите сообщение… Shift+Enter — перенос строки, «/» — шаблон ответа",
@@ -821,6 +825,9 @@ export const ru = {
   "portals.article_category_path_required": "Статья #{index}: обязательное поле «categoryPath» — непустой список разделов",
   "portals.article_content_empty": "Статья #{index}: обязательное поле «content» пустое",
   "portals.article_contents": "Содержание статьи",
+  "portals.related_articles": "Связанные статьи",
+  "portals.expand_section": "Раскрыть раздел {name}",
+  "portals.collapse_section": "Свернуть раздел {name}",
   "portals.article_files": "ФАЙЛЫ СТАТЬИ",
   "portals.article_import": "Импорт статей",
   "portals.article_must_be_object": "Статья #{index}: должна быть объектом",
@@ -1475,6 +1482,18 @@ export const ru = {
   "settings.queue_restore_defaults": "Вернуть обычные сроки",
   "settings.queue_policy_unavailable": "Не удалось загрузить сроки",
   "settings.queue_delivery_warning": "Напоминания приходят туда, где сотрудник их получит: в браузер и в привязанный мессенджер. Если у группы не настроен ни один способ, останется только счётчик в списке диалогов.",
+  "settings.reply_templates": "Шаблоны ответов",
+  "settings.reply_templates_lead": "Готовые ответы для операторов. В диалоге шаблон вставляется, если набрать «/» в поле сообщения.",
+  "settings.add_template": "Добавить шаблон",
+  "settings.no_templates_yet": "Шаблонов пока нет. Добавьте первый — операторы вызовут его через «/».",
+  "settings.could_not_load_templates": "Не удалось загрузить шаблоны",
+  "settings.new_template": "Новый шаблон",
+  "settings.edit_template": "Изменить шаблон",
+  "settings.template_text": "Текст",
+  "settings.insert_variable": "Вставить переменную",
+  "settings.could_not_save_template": "Не удалось сохранить шаблон",
+  "settings.delete_template": "Удалить шаблон?",
+  "settings.template_will_be_deleted": "Шаблон «{name}» будет удалён — операторы больше не смогут его вставить.",
   "settings.ai_provider": "AI-провайдер",
   "settings.allowed_domains": "Разрешённые домены",
   "settings.answers_from_agent_s_knowledge": "Отвечает по знаниям агента без внешних запросов и ключей. Качество ответов ограничено — для реальной работы подключите OpenRouter или совместимый провайдер.",

apps/internal-ui/src/shared/form-controls.tsx

@@ -1,4 +1,4 @@
-import { useRef, useState, type ReactNode } from "react";
+import { useRef, useState, type ReactNode, type RefObject } from "react";
 
 import { Icon } from "./icons";
 import { SelectMenu } from "./ui-controls";
@@ -121,12 +121,13 @@ export function SelectField({ adornment, disabled = false, invalid = false, labe
   );
 }
 
-export function TextAreaField({ disabled = false, label, value, onChange }: { disabled?: boolean; label: string; value: string; onChange: (value: string) => void }) {
+/** `inputRef` — для вставки в позицию курсора (переменные шаблона ответа). */
+export function TextAreaField({ disabled = false, label, value, onChange, inputRef }: { disabled?: boolean; label: string; value: string; onChange: (value: string) => void; inputRef?: RefObject<HTMLTextAreaElement | null> }) {
   const className = ["readonly-field", "form-field", "wide", disabled ? "is-readonly is-disabled" : "is-editable"].join(" ");
   return (
     <label className={className}>
       <span>{label}</span>
-      <textarea value={value} disabled={disabled} readOnly={disabled} onChange={(event) => onChange(event.target.value)} />
+      <textarea ref={inputRef} value={value} disabled={disabled} readOnly={disabled} onChange={(event) => onChange(event.target.value)} />
     </label>
   );
 }

docs/portal-curation/README.md

@@ -0,0 +1,23 @@
+# Редакционный порядок центра помощи Chatballs
+
+`chatballs.json` задаёт порядок опубликованных статей внутри каждого раздела и
+направленные связи между статьями. Карта охватывает 72 русскоязычные статьи и
+170 переходов. Она не меняет тексты, категории и статусы публикации.
+
+Команда `apply_portal_curation` сначала проверяет, что карта полностью совпадает
+с опубликованными статьями выбранного портала: состав, разделы, язык и ссылки.
+Без `--apply` она только показывает число записей, которые были бы изменены.
+
+После штатной выкладки версии с миграцией `0012_article_curation`:
+
+```sh
+cat chatballs.json | ssh ubuntu@SERVER \
+  'cd /home/ubuntu && docker compose exec -T backend-admin \
+  python /app/apps/backend/manage.py apply_portal_curation \
+  --host chatballs.com.edevs.tech --file -'
+```
+
+После сверки результата тот же запуск с `--apply` сохраняет порядок и связи.
+Повторный запуск идемпотентен: при уже применённой карте число изменений равно
+нулю. Файл передаётся через stdin и не сохраняется на сервере, поскольку
+production-образ не содержит этот каталог документации.

docs/portal-curation/chatballs.json

@@ -0,0 +1,92 @@
+{
+  "portal": "chatballs",
+  "locale": "ru",
+  "order": {
+    "start": ["chto-takoe-chatballs", "pervyj-den", "demo-dannye", "roli-i-prava"],
+    "installation": ["pervyj-zapusk", "adres-i-https", "pochta-smtp", "yazyk-ustanovki", "hranilishche-fajlov", "rezervnoe-kopirovanie", "obnovlenie", "diagnostika", "zvonki-relay"],
+    "organization": ["organizaciya-nastrojki", "ai-provajder", "gruppy", "kogda-zvat-na-pomoshch", "neskolko-organizacij"],
+    "entry-points": ["tochki-vhoda-obzor", "telegram", "token-telegram", "max", "token-max", "veb-vidzhet", "pochtovyj-yashchik", "vkontakte", "golosovye-i-zvonki", "bot-uvedomlenij"],
+    "agents": ["kartochka-agenta", "model-i-provajder", "instrukcii-agenta", "znaniya-agenta", "zapusk-i-ostanovka", "agent-ne-znaet-otveta", "yazyk-otveta"],
+    "knowledge": ["material-i-vlozheniya", "kategorii-znanij", "kak-agent-nahodit-otvet", "import-yaml-znaniya", "massovye-dejstviya"],
+    "portals": ["sozdanie-portala", "kategorii-portala", "statya-portala", "revizii-i-publikaciya", "oformlenie-portala", "svoj-domen-portala", "import-statej", "portal-i-agent"],
+    "conversations": ["ekran-chat", "rezhimy-dialoga", "razbor-dialoga", "kto-vidit-dialogi", "shablony-otvetov", "fajly-golosovye-zvonki", "zakrytie-spam-udalenie"],
+    "contacts": ["spisok-kontaktov", "kartochka-kontakta", "zapros-kontakta", "obedinenie-dublej"],
+    "team": ["roli-sotrudnikov", "priglashenie-sotrudnika", "gruppy-sotrudnika", "bezopasnost-sotrudnika", "zhurnal-audita", "peredacha-vladeniya"],
+    "profile": ["profil-dannye", "profil-bezopasnost", "profil-uvedomleniya"],
+    "reference": ["chto-delat-esli", "glossarij", "formaty-i-razmery-fajlov", "chto-uhodit-v-model"]
+  },
+  "related": {
+    "chto-takoe-chatballs": ["pervyj-den", "roli-i-prava", "demo-dannye"],
+    "pervyj-den": ["demo-dannye", "pervyj-zapusk", "tochki-vhoda-obzor"],
+    "demo-dannye": ["pervyj-den", "ai-provajder"],
+    "roli-i-prava": ["roli-sotrudnikov", "priglashenie-sotrudnika"],
+    "pervyj-zapusk": ["adres-i-https", "pochta-smtp", "rezervnoe-kopirovanie"],
+    "adres-i-https": ["svoj-domen-portala", "diagnostika"],
+    "pochta-smtp": ["priglashenie-sotrudnika", "pochtovyj-yashchik"],
+    "yazyk-ustanovki": ["organizaciya-nastrojki", "profil-dannye", "yazyk-otveta"],
+    "hranilishche-fajlov": ["rezervnoe-kopirovanie", "formaty-i-razmery-fajlov"],
+    "rezervnoe-kopirovanie": ["obnovlenie", "diagnostika"],
+    "obnovlenie": ["rezervnoe-kopirovanie", "diagnostika"],
+    "diagnostika": ["chto-delat-esli", "adres-i-https", "rezervnoe-kopirovanie"],
+    "zvonki-relay": ["golosovye-i-zvonki", "fajly-golosovye-zvonki"],
+    "organizaciya-nastrojki": ["ai-provajder", "gruppy", "kogda-zvat-na-pomoshch"],
+    "ai-provajder": ["model-i-provajder", "kartochka-agenta"],
+    "gruppy": ["gruppy-sotrudnika", "kto-vidit-dialogi"],
+    "kogda-zvat-na-pomoshch": ["agent-ne-znaet-otveta", "razbor-dialoga"],
+    "neskolko-organizacij": ["organizaciya-nastrojki", "roli-i-prava"],
+    "tochki-vhoda-obzor": ["telegram", "max", "veb-vidzhet"],
+    "telegram": ["token-telegram", "kartochka-agenta", "diagnostika"],
+    "token-telegram": ["telegram", "bot-uvedomlenij"],
+    "max": ["token-max", "telegram"],
+    "token-max": ["max", "token-telegram"],
+    "veb-vidzhet": ["golosovye-i-zvonki", "oformlenie-portala", "tochki-vhoda-obzor"],
+    "pochtovyj-yashchik": ["pochta-smtp", "tochki-vhoda-obzor"],
+    "vkontakte": ["tochki-vhoda-obzor", "kartochka-agenta"],
+    "golosovye-i-zvonki": ["fajly-golosovye-zvonki", "zvonki-relay"],
+    "bot-uvedomlenij": ["profil-uvedomleniya", "token-telegram", "token-max"],
+    "kartochka-agenta": ["model-i-provajder", "instrukcii-agenta", "znaniya-agenta"],
+    "model-i-provajder": ["ai-provajder", "yazyk-otveta"],
+    "instrukcii-agenta": ["znaniya-agenta", "agent-ne-znaet-otveta"],
+    "znaniya-agenta": ["kategorii-znanij", "material-i-vlozheniya", "kak-agent-nahodit-otvet"],
+    "zapusk-i-ostanovka": ["kartochka-agenta", "tochki-vhoda-obzor"],
+    "agent-ne-znaet-otveta": ["znaniya-agenta", "kogda-zvat-na-pomoshch", "rezhimy-dialoga"],
+    "yazyk-otveta": ["yazyk-ustanovki", "instrukcii-agenta"],
+    "material-i-vlozheniya": ["kategorii-znanij", "kak-agent-nahodit-otvet", "statya-portala"],
+    "kategorii-znanij": ["massovye-dejstviya", "znaniya-agenta"],
+    "kak-agent-nahodit-otvet": ["znaniya-agenta", "material-i-vlozheniya", "agent-ne-znaet-otveta"],
+    "import-yaml-znaniya": ["kategorii-znanij", "massovye-dejstviya"],
+    "massovye-dejstviya": ["kategorii-znanij", "import-yaml-znaniya"],
+    "sozdanie-portala": ["kategorii-portala", "statya-portala", "oformlenie-portala"],
+    "kategorii-portala": ["statya-portala", "import-statej"],
+    "statya-portala": ["revizii-i-publikaciya", "portal-i-agent", "material-i-vlozheniya"],
+    "revizii-i-publikaciya": ["statya-portala", "oformlenie-portala"],
+    "oformlenie-portala": ["svoj-domen-portala", "veb-vidzhet"],
+    "svoj-domen-portala": ["adres-i-https", "sozdanie-portala"],
+    "import-statej": ["kategorii-portala", "statya-portala"],
+    "portal-i-agent": ["znaniya-agenta", "material-i-vlozheniya", "statya-portala"],
+    "ekran-chat": ["rezhimy-dialoga", "razbor-dialoga", "kto-vidit-dialogi"],
+    "rezhimy-dialoga": ["agent-ne-znaet-otveta", "razbor-dialoga", "kto-vidit-dialogi"],
+    "razbor-dialoga": ["gruppy", "kto-vidit-dialogi", "ekran-chat"],
+    "kto-vidit-dialogi": ["gruppy", "gruppy-sotrudnika"],
+    "shablony-otvetov": ["ekran-chat", "razbor-dialoga"],
+    "fajly-golosovye-zvonki": ["golosovye-i-zvonki", "hranilishche-fajlov"],
+    "zakrytie-spam-udalenie": ["rezhimy-dialoga", "razbor-dialoga"],
+    "spisok-kontaktov": ["kartochka-kontakta", "obedinenie-dublej"],
+    "kartochka-kontakta": ["spisok-kontaktov", "zapros-kontakta", "obedinenie-dublej"],
+    "zapros-kontakta": ["kartochka-kontakta", "telegram"],
+    "obedinenie-dublej": ["kartochka-kontakta", "spisok-kontaktov"],
+    "roli-sotrudnikov": ["roli-i-prava", "priglashenie-sotrudnika"],
+    "priglashenie-sotrudnika": ["pochta-smtp", "gruppy-sotrudnika", "roli-sotrudnikov"],
+    "gruppy-sotrudnika": ["gruppy", "kto-vidit-dialogi"],
+    "bezopasnost-sotrudnika": ["profil-bezopasnost", "zhurnal-audita"],
+    "zhurnal-audita": ["bezopasnost-sotrudnika", "peredacha-vladeniya"],
+    "peredacha-vladeniya": ["roli-sotrudnikov", "bezopasnost-sotrudnika"],
+    "profil-dannye": ["yazyk-ustanovki", "profil-uvedomleniya"],
+    "profil-bezopasnost": ["bezopasnost-sotrudnika", "profil-dannye"],
+    "profil-uvedomleniya": ["bot-uvedomlenij", "profil-dannye"],
+    "chto-delat-esli": ["diagnostika", "agent-ne-znaet-otveta", "pochta-smtp"],
+    "glossarij": ["chto-takoe-chatballs", "tochki-vhoda-obzor"],
+    "formaty-i-razmery-fajlov": ["hranilishche-fajlov", "material-i-vlozheniya", "statya-portala"],
+    "chto-uhodit-v-model": ["ai-provajder", "profil-bezopasnost", "znaniya-agenta"]
+  }
+}