🔖 release: 1.15.0

Co-Authored-By: Claude Opus 5.5 <noreply@anthropic.com>
✨ feat(settings): шаблоны ответов в настройках и переменные в тексте
2026-10-05 09:14:58 +03:00 · 2026-09-23 10:05:44 +03:00 · 2026-09-23 10:05:32 +03:00 · 2026-09-22 07:29:25 +03:00 · 2026-09-22 07:29:03 +03:00 · 2026-09-22 07:13:46 +03:00
45 changed files with 996 additions and 180 deletions
@@ -1 +1 @@
-1.14.1
+1.15.0
@@ -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),
    )


@@ -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
@@ -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
@@ -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:
@@ -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()
@@ -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
+        )
@@ -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)})
@@ -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
@@ -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:
@@ -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 = {
@@ -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:
@@ -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):
@@ -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):
@@ -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"
@@ -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",
@@ -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",
@@ -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",
@@ -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",
@@ -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
@@ -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
@@ -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),
+        ),
+    ]
@@ -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)

@@ -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
@@ -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
@@ -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()
+        )
@@ -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)


@@ -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}
@@ -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>
@@ -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>
+  );
+}
@@ -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}
@@ -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);
@@ -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([]);
+  });
+});
@@ -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)];
+}
@@ -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,
+  };
+}
@@ -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>
+  );
+}
@@ -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>
+      )}
+    </>
+  );
+}
@@ -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 (
@@ -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>
+  );
+}
@@ -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"),
@@ -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 {
@@ -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 };
+}
@@ -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",
@@ -1474,6 +1478,18 @@ 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.",
@@ -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",
@@ -1475,6 +1479,18 @@ 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.",
@@ -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>
  );
 }
Author	SHA1	Message	Date
AndreyandClaude Opus 5.5	f57b1ee54a	🔖 release: 1.15.0 Co-Authored-By: Claude Opus 5.5 <noreply@anthropic.com>	2026-09-23 10:05:44 +03:00
AndreyandClaude Opus 5.5	64266dcc9c	✨ feat(settings): шаблоны ответов в настройках и переменные в тексте Раздел «Настройки → Шаблоны ответов»: список по образцу «Групп», создание кнопкой в шапке раздела, правка и удаление окнами, как у интеграций. Без права на настройки список только читается. В тексте шаблона можно использовать {{client_name}}, {{operator_name}} и {{company}}; кнопка «Вставить переменную» ставит код в позицию курсора. Композер подставляет значения при выборе шаблона. Переменная без значения остаётся в тексте, над полем — предупреждение, отправка заблокирована. Гость виджета распознаётся по подписи сессии (isGuest в карточке диалога), его «Гость · код» за имя не считается. Сервер отклоняет неизвестные переменные. Переименование шаблона в занятое название теперь отвечает 409, а не падает на ограничении базы. Логика шаблонов вынесена из Composer в useComposerTemplates и ComposerTemplatesMenu. Co-Authored-By: Claude Opus 5.5 <noreply@anthropic.com>	2026-09-23 10:05:32 +03:00
Andrey	cce87a4973	🔖 release: 1.14.3	2026-09-22 07:29:25 +03:00
Andrey	556246865e	🚨 fix(lint): исправить сортировку импортов	2026-09-22 07:29:03 +03:00
Andrey	0aff0c564b	🔖 release: 1.14.2	2026-09-22 07:13:46 +03:00
Andrey	0d307c7d06	🐛 fix(ai): сбрасывать circuit breaker после настройки провайдера Повторы одного вызова теперь считаются одним логическим сбоем, поэтому предохранитель не открывается посреди второго сообщения. Изменение runtime-конфигурации и успешная проверка увеличивают ревизию интеграции: каждый event-worker заменяет открытый breaker при следующем запросе. Удаление используемого провайдера возвращает 409 с понятной причиной и не пишет ложное событие об успешном удалении. Добавлены миграция и регрессионные тесты.	2026-09-22 07:13:20 +03:00
@@ -1 +1 @@
 .14.1
 .15.0