v1.6.0: max_bot fixes — feature keys, flush→commit, test-run, categories, broadcast page, proxy error handling, deploy scripts

max_bot/app/bot_engine.py

@@ -0,0 +1,268 @@
+import json
+import logging
+from typing import Optional
+from app.max_api import MaxAPIClient
+from app.settings_cache import SettingsCache
+from app.fsm import BotState, FSM
+from app.conversation import (
+    get_or_create_user, add_message,
+    get_template_rendered, find_in_knowledge_base
+)
+from app.utils.emotion_detector import detect_emotion
+
+logger = logging.getLogger(__name__)
+
+
+async def handle_update(bot, update: dict, db, max_api: MaxAPIClient):
+    update_type = update.get("update_type", "")
+    user_data = update.get("user", {})
+    max_user_id = user_data.get("user_id")
+
+    if not max_user_id:
+        return
+
+    await SettingsCache.refresh(db)
+
+    if update_type == "bot_started":
+        await _handle_bot_started(bot, user_data, db, max_api)
+        return
+
+    if update_type == "message_created":
+        await _handle_message_created(bot, user_data, update, db, max_api)
+        return
+
+    if update_type == "message_callback":
+        await _handle_callback(bot, user_data, update, db, max_api)
+        return
+
+
+async def _handle_bot_started(bot, user_data, db, max_api):
+    await SettingsCache.refresh(db)
+    if not SettingsCache.is_work_hours():
+        from app.handlers.out_of_hours import handle_out_of_hours
+        await handle_out_of_hours(bot, user_data, db, max_api)
+        return
+    from app.handlers.greeting import handle_start
+    await handle_start(bot, user_data, db, max_api)
+
+
+async def _handle_message_created(bot, user_data, update, db, max_api):
+    max_user_id = user_data["user_id"]
+    message = update.get("message", {})
+    body = message.get("body", {})
+    text = body.get("text", "").strip()
+    attachments = body.get("attachments", [])
+
+    user_data["text"] = text
+    user_data["ip"] = update.get("ip", "")
+
+    has_attachment = len(attachments) > 0
+    attachment_type = ""
+    attachment_path = ""
+
+    if has_attachment:
+        att = attachments[0]
+        attachment_type = att.get("type", "")
+        if attachment_type == "contact":
+            payload = att.get("payload", {})
+            vcf_info = payload.get("vcf_info", "")
+            import re
+            phone_match = re.search(r'TEL[^:]*:(\+?\d+)', vcf_info)
+            name_match = re.search(r'FN:(.+)', vcf_info)
+            if phone_match:
+                user_data["phone"] = phone_match.group(1)
+            if name_match:
+                user_data["first_name"] = name_match.group(1).strip()
+            await _handle_contact_shared(bot, user_data, db, max_api)
+            return
+        attachment_path = att.get("url", "")
+
+    user_data["has_attachment"] = has_attachment
+    user_data["attachment_type"] = attachment_type
+    user_data["attachment_path"] = attachment_path
+
+    state = FSM.get_state(max_user_id)
+
+    if state == BotState.IDLE:
+        if text.lower() in ("/start", "/help"):
+            if not SettingsCache.is_work_hours():
+                from app.handlers.out_of_hours import handle_out_of_hours
+                await handle_out_of_hours(bot, user_data, db, max_api)
+                return
+            from app.handlers.greeting import handle_start
+            await handle_start(bot, user_data, db, max_api)
+            return
+
+        if not SettingsCache.is_work_hours():
+            from app.handlers.out_of_hours import handle_out_of_hours
+            await handle_out_of_hours(bot, user_data, db, max_api)
+            return
+
+        emotion = await detect_emotion(text)
+        if emotion == "negative":
+            tmpl = await get_template_rendered(db, "emotion_escalate")
+            await max_api.send_message(max_user_id, tmpl)
+            from app.handlers.handoff import handle_handoff_request
+            await handle_handoff_request(bot, user_data, db, max_api)
+            from app.max_notifications import notify_handoff_escalation
+            user = await get_or_create_user(db, max_user_id)
+            conv = None
+            try:
+                from app.conversation import get_open_conversation
+                conv = await get_open_conversation(db, user.id)
+            except Exception:
+                pass
+            await notify_handoff_escalation(
+                db, max_api, user,
+                conv.id if conv else 0, text
+            )
+            return
+
+        kb_entry = await find_in_knowledge_base(db, text)
+        if kb_entry:
+            await max_api.send_message(max_user_id, kb_entry.answer, format="markdown")
+            return
+
+        from app.conversation import get_or_create_user
+        user = await get_or_create_user(db, max_user_id)
+        if not user.consent_given:
+            from app.handlers.greeting import handle_start
+            await handle_start(bot, user_data, db, max_api)
+            return
+
+        from app.handlers.main_menu import handle_main_menu
+        user_data["payload"] = "new_inquiry"
+        await handle_main_menu(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.NAME_REQUEST:
+        if not text:
+            await max_api.send_message(max_user_id, "Как к вам обращаться?")
+            return
+        user = await get_or_create_user(db, max_user_id)
+        user.first_name = text
+        await db.flush()
+        from app.handlers.consent import handle_consent_request
+        await handle_consent_request(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.CONSENT_REQUEST:
+        if text.lower() in ("да", "даю согласие", "согласен", "yes"):
+            from app.handlers.consent import handle_consent_given
+            await handle_consent_given(bot, user_data, db, max_api)
+        elif text.lower() in ("нет", "не даю", "не согласен", "no"):
+            from app.handlers.consent import handle_consent_refused
+            await handle_consent_refused(bot, user_data, db, max_api)
+        else:
+            from app.handlers.main_menu import handle_main_menu
+            user_data["payload"] = text.lower()
+            await handle_main_menu(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.CONTACT_REQUEST:
+        from app.handlers.contact import handle_contact_text
+        await handle_contact_text(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.INQUIRY_REQUEST:
+        from app.handlers.inquiry import handle_inquiry
+        await handle_inquiry(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.CATEGORY_SELECT:
+        from app.handlers.inquiry import handle_inquiry
+        await handle_inquiry(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.OUT_OF_HOURS:
+        from app.handlers.out_of_hours import handle_out_of_hours_callback
+        await handle_out_of_hours_callback(bot, user_data, db, max_api, text.lower())
+        return
+
+    _feature_handlers = {
+        BotState.FEATURE_RISK_SCORE: ("app.handlers.features.risk_score", "handle_risk_score"),
+        BotState.FEATURE_SLA_STATUS: ("app.handlers.features.sla_status", "handle_sla_status"),
+        BotState.FEATURE_PHOTO_REPORT: ("app.handlers.features.photo_report", "handle_photo_report"),
+        BotState.FEATURE_APPOINTMENT: ("app.handlers.features.appointment", "handle_appointment"),
+        BotState.FEATURE_COMMERCIAL: ("app.handlers.features.commercial", "handle_commercial"),
+        BotState.FEATURE_MY_OBJECTS: ("app.handlers.features.my_objects", "handle_my_objects"),
+        BotState.FEATURE_REMINDERS: ("app.handlers.features.reminders", "handle_reminders"),
+        BotState.FEATURE_QUALITY_RATE: ("app.handlers.features.quality_rate", "handle_quality_rate"),
+        BotState.FEATURE_NOTIFICATIONS: ("app.handlers.features.notifications", "handle_notifications"),
+        BotState.FEATURE_BROADCAST: ("app.handlers.features.broadcasts", "handle_broadcast_send"),
+        BotState.SLA_TICKET_CREATE: ("app.handlers.features.sla_ticket", "handle_sla_ticket"),
+    }
+    if state in _feature_handlers:
+        mod_path, func_name = _feature_handlers[state]
+        import importlib
+        mod = importlib.import_module(mod_path)
+        func = getattr(mod, func_name)
+        await func(bot, user_data, db, max_api)
+        return
+
+    if state == BotState.KB_SEARCH:
+        kb_entry = await find_in_knowledge_base(db, text)
+        if kb_entry:
+            await max_api.send_message(max_user_id, kb_entry.answer, format="markdown")
+            FSM.transition(max_user_id, "found")
+        else:
+            await max_api.send_message(max_user_id,
+                "К сожалению, не нашёл ответа на ваш вопрос. "
+                "Опишите подробнее или нажмите «Оставить заявку» для создания обращения.")
+            FSM.transition(max_user_id, "not_found")
+        from app.keyboards.inline import build_main_menu_buttons
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        return
+
+    from app.handlers.main_menu import handle_main_menu
+    user_data["payload"] = text.lower()
+    await handle_main_menu(bot, user_data, db, max_api)
+
+
+async def _handle_callback(bot, user_data, update, db, max_api):
+    max_user_id = user_data["user_id"]
+    callback = update.get("callback", {})
+    payload = callback.get("payload", "")
+    callback_id = callback.get("id", "")
+
+    user_data["payload"] = payload
+
+    if payload == "cancel":
+        FSM.reset(max_user_id)
+        from app.keyboards.inline import build_main_menu_buttons
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        await max_api.answer_callback(callback_id)
+        return
+
+    if payload.startswith("rate_"):
+        from app.handlers.features.quality_rate import handle_quality_rate
+        await handle_quality_rate(bot, user_data, db, max_api)
+        await max_api.answer_callback(callback_id)
+        return
+
+    from app.handlers.main_menu import handle_main_menu
+    await handle_main_menu(bot, user_data, db, max_api)
+    await max_api.answer_callback(callback_id)
+
+
+async def _handle_contact_shared(bot, user_data, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+    if user_data.get("phone"):
+        user.phone = user_data["phone"]
+    if user_data.get("first_name"):
+        user.first_name = user_data["first_name"]
+    await db.flush()
+
+    state = FSM.get_state(max_user_id)
+    if state == BotState.CONTACT_REQUEST:
+        from app.handlers.contact import handle_contact_provided
+        await handle_contact_provided(bot, user_data, db, max_api)
+    else:
+        from app.handlers.main_menu import handle_main_menu
+        user_data["payload"] = "new_inquiry"
+        await handle_main_menu(bot, user_data, db, max_api)

max_bot/app/config.py

@@ -0,0 +1,24 @@
+import os
+from pathlib import Path
+from pydantic_settings import BaseSettings
+from functools import lru_cache
+
+
+class Settings(BaseSettings):
+    DATABASE_URL: str = "postgresql+asyncpg://aegisone:aegisone_pass@localhost:5432/aegisone"
+    APP_ENV: str = "development"
+    LOG_LEVEL: str = "debug"
+    WEBHOOK_PATH: str = "/webhook"
+    WEBHOOK_SECRET: str = "change-me-to-random-secret"
+    UPLOADS_DIR: str = str(Path(__file__).parent.parent / "uploads" / "bot")
+    YANDEX_DISK_TOKEN: str = ""
+    YANDEX_DISK_ROOT: str = "/AegisOne_Service"
+
+    class Config:
+        env_file = ".env"
+        env_file_encoding = "utf-8"
+
+
+@lru_cache()
+def get_settings() -> Settings:
+    return Settings()

max_bot/app/conversation.py

@@ -0,0 +1,142 @@
+from datetime import datetime
+from typing import Optional
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+from app.models.models import (
+    BotUser, BotConversation, BotMessage, BotConsentLog,
+    BotCategory, BotSetting, BotFeature, BotResponseTemplate, BotKnowledgeBase
+)
+from app.settings_cache import SettingsCache
+from app.text_renderer import render_template
+
+
+async def get_or_create_user(db: AsyncSession, max_user_id: int,
+                              first_name: str = "", last_name: str = "",
+                              username: str = "") -> BotUser:
+    result = await db.execute(select(BotUser).where(BotUser.max_user_id == max_user_id))
+    user = result.scalar_one_or_none()
+    if user:
+        user.last_active_at = datetime.now()
+        if first_name and not user.first_name:
+            user.first_name = first_name
+        if last_name and not user.last_name:
+            user.last_name = last_name
+        if username and not user.username:
+            user.username = username
+        return user
+    user = BotUser(
+        max_user_id=max_user_id, first_name=first_name,
+        last_name=last_name, username=username
+    )
+    db.add(user)
+    await db.flush()
+    return user
+
+
+async def get_open_conversation(db: AsyncSession, user_id: int) -> Optional[BotConversation]:
+    result = await db.execute(
+        select(BotConversation).where(
+            BotConversation.user_id == user_id,
+            BotConversation.status == "open"
+        ).order_by(BotConversation.created_at.desc()).limit(1)
+    )
+    return result.scalar_one_or_none()
+
+
+async def create_conversation(db: AsyncSession, user_id: int) -> BotConversation:
+    conv = BotConversation(user_id=user_id, status="open")
+    db.add(conv)
+    await db.flush()
+    return conv
+
+
+async def add_message(db: AsyncSession, conversation_id: int, direction: str,
+                      text: str = "", has_attachment: bool = False,
+                      attachment_type: str = "", attachment_path: str = "",
+                      max_message_id: int = None) -> BotMessage:
+    msg = BotMessage(
+        conversation_id=conversation_id, direction=direction, text=text,
+        has_attachment=has_attachment, attachment_type=attachment_type,
+        attachment_path=attachment_path, max_message_id=max_message_id
+    )
+    db.add(msg)
+    await db.flush()
+    return msg
+
+
+async def log_consent(db: AsyncSession, user_id: int, action: str, method: str = "", ip: str = ""):
+    log = BotConsentLog(user_id=user_id, action=action, method=method, ip_address=ip)
+    db.add(log)
+    await db.flush()
+
+
+async def get_template(db: AsyncSession, key: str) -> str:
+    await SettingsCache.refresh(db)
+    return SettingsCache.get_template(key)
+
+
+async def get_template_rendered(db: AsyncSession, key: str, **kwargs) -> str:
+    tmpl = await get_template(db, key)
+    return render_template(tmpl, **kwargs)
+
+
+async def find_in_knowledge_base(db: AsyncSession, query: str) -> Optional[BotKnowledgeBase]:
+    query_lower = query.lower()
+    result = await db.execute(
+        select(BotKnowledgeBase).where(BotKnowledgeBase.active == True)
+    )
+    entries = result.scalars().all()
+    for entry in entries:
+        if query_lower in entry.question.lower():
+            return entry
+        keywords = entry.keywords or []
+        for kw in keywords:
+            if kw.lower() in query_lower:
+                return entry
+    return None
+
+
+async def auto_categorize_text(db: AsyncSession, text: str) -> Optional[BotCategory]:
+    text_lower = text.lower()
+    categories = SettingsCache.get_categories()
+    best_match = None
+    best_score = 0
+    for cat in categories:
+        keywords = cat.keywords or []
+        score = sum(1 for kw in keywords if kw.lower() in text_lower)
+        if score > best_score:
+            best_score = score
+            best_match = cat
+    return best_match if best_score > 0 else None
+
+
+async def close_conversation(db: AsyncSession, conversation_id: int):
+    conv = await db.execute(
+        select(BotConversation).where(BotConversation.id == conversation_id)
+    )
+    conv = conv.scalar_one_or_none()
+    if conv:
+        conv.status = "closed"
+        conv.closed_at = datetime.now()
+        await db.flush()
+
+
+async def update_conversation_status(db: AsyncSession, conversation_id: int, status: str):
+    conv = await db.execute(
+        select(BotConversation).where(BotConversation.id == conversation_id)
+    )
+    conv = conv.scalar_one_or_none()
+    if conv:
+        conv.status = status
+        await db.flush()
+
+
+async def detect_negative_emotion(text: str) -> bool:
+    negative_words = [
+        "ужасно", "плохо", "долго", "кошмар", "отвратительно", "невыносимо",
+        "бесполезно", "халтура", "безобразие", "позор", "разочарован", "злюсь",
+        "раздражён", "недоволен", "жалоба", "претензия", "скандал", "суд",
+        "верните деньги", "мошенники", "обман"
+    ]
+    text_lower = text.lower()
+    return any(word in text_lower for word in negative_words)

max_bot/app/database.py

@@ -0,0 +1,22 @@
+from sqlalchemy.ext.asyncio import create_async_engine, AsyncSession, async_sessionmaker
+from app.config import get_settings
+
+settings = get_settings()
+
+engine_kwargs = {"echo": False}
+if "postgresql" in settings.DATABASE_URL:
+    engine_kwargs["pool_size"] = 10
+    engine_kwargs["max_overflow"] = 20
+engine = create_async_engine(settings.DATABASE_URL, **engine_kwargs)
+
+async_session = async_sessionmaker(engine, class_=AsyncSession, expire_on_commit=False)
+
+
+async def get_db():
+    async with async_session() as session:
+        try:
+            yield session
+            await session.commit()
+        except Exception:
+            await session.rollback()
+            raise

max_bot/app/file_storage.py

@@ -0,0 +1,77 @@
+import uuid
+import json
+import logging
+from pathlib import Path
+from datetime import datetime
+
+ALLOWED_EXTENSIONS = {".pdf", ".docx", ".xlsx", ".txt", ".jpg", ".jpeg", ".png", ".gif"}
+logger = logging.getLogger(__name__)
+
+
+class FileStorage:
+    def __init__(self, base_dir: str = "uploads/bot"):
+        self.base_dir = Path(base_dir)
+        self.base_dir.mkdir(parents=True, exist_ok=True)
+
+    async def save_file(self, file_bytes: bytes, filename: str, conversation_id: int,
+                        file_type: str = "document", db=None) -> str:
+        ext = Path(filename).suffix.lower()
+        if ext not in ALLOWED_EXTENSIONS:
+            ext = ".bin"
+        safe_name = f"{uuid.uuid4().hex}{ext}"
+        conv_dir = self.base_dir / str(conversation_id)
+        conv_dir.mkdir(parents=True, exist_ok=True)
+        file_path = conv_dir / safe_name
+        file_path.write_bytes(file_bytes)
+
+        meta = {
+            "type": "conversation",
+            "id": conversation_id,
+            "filename": filename,
+            "file_type": file_type,
+            "timestamp": datetime.now().isoformat(),
+            "local_path": str(file_path),
+        }
+        meta_path = conv_dir / "metadata.json"
+        if meta_path.exists():
+            try:
+                existing = json.loads(meta_path.read_text())
+                if "attachments" not in existing:
+                    existing["attachments"] = []
+                existing["attachments"].append({"filename": safe_name, "original": filename})
+                meta_path.write_text(json.dumps(existing, ensure_ascii=False, indent=2))
+            except Exception:
+                meta_path.write_text(json.dumps(meta, ensure_ascii=False, indent=2))
+        else:
+            meta["attachments"] = [{"filename": safe_name, "original": filename}]
+            meta_path.write_text(json.dumps(meta, ensure_ascii=False, indent=2))
+
+        # Queue for Yandex Disk sync (service portal picks this up)
+        if db is not None:
+            try:
+                from app.models.models import FileSyncQueue
+                remote_path = f"bot/conversations/{conversation_id}/{safe_name}"
+                queue = FileSyncQueue(
+                    local_path=str(file_path),
+                    remote_path=remote_path,
+                    entity_type="conversation",
+                    entity_id=conversation_id,
+                    status="pending",
+                )
+                db.add(queue)
+                await db.flush()
+            except Exception as e:
+                logger.error(f"Failed to queue file sync: {e}")
+
+        return str(file_path)
+
+    def get_file_type(self, filename: str) -> str:
+        ext = Path(filename).suffix.lower()
+        if ext in {".jpg", ".jpeg", ".png", ".gif"}:
+            return "image"
+        if ext in {".pdf", ".docx", ".xlsx", ".txt"}:
+            return "document"
+        return "other"
+
+
+storage = FileStorage()

max_bot/app/fsm.py

@@ -0,0 +1,209 @@
+from enum import Enum
+
+
+class BotState(str, Enum):
+    IDLE = "idle"
+    NAME_REQUEST = "name_request"
+    CONSENT_REQUEST = "consent_request"
+    CONTACT_REQUEST = "contact_request"
+    INQUIRY_REQUEST = "inquiry_request"
+    CATEGORY_SELECT = "category_select"
+    CONFIRMATION = "confirmation"
+    HANDOFF_REQUEST = "handoff_request"
+    FEATURE_RISK_SCORE = "feature_risk_score"
+    FEATURE_SLA_STATUS = "feature_sla_status"
+    FEATURE_PHOTO_REPORT = "feature_photo_report"
+    FEATURE_APPOINTMENT = "feature_appointment"
+    FEATURE_QUALITY_RATE = "feature_quality_rate"
+    FEATURE_COMMERCIAL = "feature_commercial"
+    FEATURE_MY_OBJECTS = "feature_my_objects"
+    FEATURE_REMINDERS = "feature_reminders"
+    SLA_TICKET_CREATE = "sla_ticket_create"
+    KB_SEARCH = "kb_search"
+    FEATURE_NOTIFICATIONS = "feature_notifications"
+    FEATURE_BROADCAST = "feature_broadcast"
+    AWAITING_RATING = "awaiting_rating"
+    WAITING_1C_RESPONSE = "waiting_1c_response"
+    MAIN_MENU = "main_menu"
+    HANDOFF_CONFIRMATION = "handoff_confirmation"
+    OUT_OF_HOURS = "out_of_hours"
+
+
+STATE_TRANSITIONS = {
+    BotState.IDLE: {
+        "start": BotState.NAME_REQUEST,
+        "new_inquiry": BotState.NAME_REQUEST,
+        "handoff": BotState.HANDOFF_REQUEST,
+        "main_menu": BotState.MAIN_MENU,
+        "cancel": BotState.IDLE,
+    },
+    BotState.NAME_REQUEST: {
+        "name_provided": BotState.CONSENT_REQUEST,
+        "cancel": BotState.IDLE,
+    },
+    BotState.CONSENT_REQUEST: {
+        "consent_given": BotState.CONTACT_REQUEST,
+        "consent_refused": BotState.IDLE,
+        "cancel": BotState.IDLE,
+    },
+    BotState.CONTACT_REQUEST: {
+        "contact_provided": BotState.INQUIRY_REQUEST,
+        "cancel": BotState.IDLE,
+    },
+    BotState.INQUIRY_REQUEST: {
+        "inquiry_provided": BotState.CATEGORY_SELECT,
+        "cancel": BotState.IDLE,
+    },
+    BotState.CATEGORY_SELECT: {
+        "category_selected": BotState.CONFIRMATION,
+        "cancel": BotState.IDLE,
+    },
+    BotState.CONFIRMATION: {
+        "done": BotState.IDLE,
+        "edit_name": BotState.NAME_REQUEST,
+        "edit_contact": BotState.CONTACT_REQUEST,
+        "edit_inquiry": BotState.INQUIRY_REQUEST,
+    },
+    BotState.HANDOFF_REQUEST: {
+        "confirmed": BotState.HANDOFF_CONFIRMATION,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.HANDOFF_CONFIRMATION: {
+        "done": BotState.IDLE,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.OUT_OF_HOURS: {
+        "leave_message": BotState.INQUIRY_REQUEST,
+        "callback": BotState.NAME_REQUEST,
+        "cancel": BotState.IDLE,
+        "main_menu": BotState.MAIN_MENU,
+    },
+    BotState.MAIN_MENU: {
+        "new_inquiry": BotState.NAME_REQUEST,
+        "feature_risk_score": BotState.FEATURE_RISK_SCORE,
+        "feature_sla_status": BotState.FEATURE_SLA_STATUS,
+        "feature_photo_report": BotState.FEATURE_PHOTO_REPORT,
+        "feature_appointment": BotState.FEATURE_APPOINTMENT,
+        "feature_quality_rate": BotState.FEATURE_QUALITY_RATE,
+        "feature_commercial": BotState.FEATURE_COMMERCIAL,
+        "feature_my_objects": BotState.FEATURE_MY_OBJECTS,
+        "feature_reminders": BotState.FEATURE_REMINDERS,
+        "feature_notifications": BotState.FEATURE_NOTIFICATIONS,
+        "feature_broadcast": BotState.FEATURE_BROADCAST,
+        "sla_ticket_create": BotState.SLA_TICKET_CREATE,
+        "handoff": BotState.HANDOFF_REQUEST,
+        "kb_search": BotState.KB_SEARCH,
+        "cancel": BotState.IDLE,
+    },
+    BotState.FEATURE_RISK_SCORE: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_SLA_STATUS: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_PHOTO_REPORT: {
+        "done": BotState.MAIN_MENU,
+        "photo_provided": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_APPOINTMENT: {
+        "done": BotState.MAIN_MENU,
+        "date_provided": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_QUALITY_RATE: {
+        "done": BotState.MAIN_MENU,
+        "rating_provided": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_COMMERCIAL: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_MY_OBJECTS: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_REMINDERS: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_NOTIFICATIONS: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.FEATURE_BROADCAST: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.SLA_TICKET_CREATE: {
+        "done": BotState.MAIN_MENU,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.KB_SEARCH: {
+        "found": BotState.MAIN_MENU,
+        "not_found": BotState.INQUIRY_REQUEST,
+        "cancel": BotState.MAIN_MENU,
+    },
+    BotState.AWAITING_RATING: {
+        "rating_provided": BotState.IDLE,
+        "skip": BotState.IDLE,
+    },
+    BotState.WAITING_1C_RESPONSE: {
+        "received": BotState.MAIN_MENU,
+        "timeout": BotState.IDLE,
+        "cancel": BotState.MAIN_MENU,
+    },
+}
+
+
+class FSM:
+    _states: dict = {}
+    _tmp: dict = {}
+
+    @classmethod
+    def get_state(cls, user_id: int) -> BotState:
+        return cls._states.get(user_id, BotState.IDLE)
+
+    @classmethod
+    def set_state(cls, user_id: int, state: BotState):
+        cls._states[user_id] = state
+
+    @classmethod
+    def reset(cls, user_id: int):
+        cls._states.pop(user_id, None)
+        cls._tmp.pop(user_id, None)
+
+    @classmethod
+    def set_temp(cls, user_id: int, data: dict):
+        cls._tmp[user_id] = data
+
+    @classmethod
+    def get_temp(cls, user_id: int) -> dict:
+        return cls._tmp.get(user_id, {})
+
+    @classmethod
+    def clear_temp(cls, user_id: int):
+        cls._tmp.pop(user_id, None)
+
+    @classmethod
+    def can_transition(cls, user_id: int, event: str) -> bool:
+        current = cls.get_state(user_id)
+        return event in STATE_TRANSITIONS.get(current, {})
+
+    @classmethod
+    def transition(cls, user_id: int, event: str) -> BotState:
+        current = cls.get_state(user_id)
+        transitions = STATE_TRANSITIONS.get(current, {})
+        if event not in transitions:
+            return current
+        new_state = transitions[event]
+        cls.set_state(user_id, new_state)
+        return new_state
+
+    @classmethod
+    def clear_all(cls):
+        cls._states.clear()
+        cls._tmp.clear()

max_bot/app/handlers/consent.py

@@ -0,0 +1,60 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, log_consent, get_template_rendered
+from app.keyboards.inline import build_consent_buttons, build_contact_buttons
+from app.fsm import BotState, FSM
+
+
+async def handle_consent_request(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id,
+                                     user_data.get("first_name", ""),
+                                     user_data.get("last_name", ""),
+                                     user_data.get("username", ""))
+    await db.flush()
+
+    await SettingsCache.refresh(db)
+
+    policy_url = SettingsCache.get("consent_policy_url", "https://aegisone.ru/politica.php")
+    text = await get_template_rendered(db, "consent_request", policy_url=policy_url)
+    buttons = build_consent_buttons()
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons, format="markdown")
+    FSM.set_state(max_user_id, BotState.CONSENT_REQUEST)
+
+
+async def handle_consent_given(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+
+    user.consent_given = True
+    from datetime import datetime
+    user.consent_timestamp = datetime.now()
+    user.consent_method = "button"
+    await log_consent(db, user.id, "given", "button", user_data.get("ip", ""))
+    await db.flush()
+
+    text = await get_template_rendered(db, "contact_request")
+    buttons = build_contact_buttons()
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons)
+    FSM.set_state(max_user_id, BotState.CONTACT_REQUEST)
+
+
+async def handle_consent_refused(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+
+    await log_consent(db, user.id, "revoked", "button", user_data.get("ip", ""))
+    await db.flush()
+
+    await SettingsCache.refresh(db)
+    phone_1 = SettingsCache.get("phone_1")
+    phone_2 = SettingsCache.get("phone_2")
+    email = SettingsCache.get("support_email")
+
+    text = await get_template_rendered(db, "consent_refused",
+                                        phone_1=phone_1, phone_2=phone_2,
+                                        support_email=email)
+    from app.keyboards.inline import build_phone_email_buttons
+    subject = SettingsCache.get("email_subject")
+    buttons = build_phone_email_buttons(phone_1, phone_2, email, subject)
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons, format="markdown")
+    FSM.reset(max_user_id)

max_bot/app/handlers/contact.py

@@ -0,0 +1,43 @@
+import re
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+
+
+async def handle_contact_provided(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+
+    phone = user_data.get("phone", "")
+    email = user_data.get("email", "")
+
+    if phone:
+        user.phone = phone
+    if email:
+        user.email = email
+    await db.flush()
+
+    text = await get_template_rendered(db, "inquiry_request")
+    await max_api.send_message(max_user_id, text, format="markdown")
+    FSM.set_state(max_user_id, BotState.INQUIRY_REQUEST)
+
+
+async def handle_contact_text(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+    user = await get_or_create_user(db, max_user_id)
+
+    phone_match = re.search(r'(\+?7[\s\-\(]?\d{3}[\s\-\)]?\d{3}[\s\-]?\d{2}[\s\-]?\d{2})', text)
+    email_match = re.search(r'([\w.-]+@[\w.-]+\.\w+)', text)
+
+    if phone_match:
+        user.phone = phone_match.group(1)
+    if email_match:
+        user.email = email_match.group(1)
+
+    if phone_match or email_match:
+        await db.flush()
+        await handle_contact_provided(bot, user_data, db, max_api)
+        return
+
+    await max_api.send_message(max_user_id, "Пожалуйста, укажите номер телефона или email, чтобы мы могли с вами связаться.")

max_bot/app/handlers/features/appointment.py

@@ -0,0 +1,105 @@
+from datetime import datetime
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+_DATE_KEY = "appt_date"
+_SLOT_KEY = "appt_slot"
+
+
+async def handle_appointment(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+    payload = user_data.get("payload", "")
+    state = FSM.get_state(max_user_id)
+
+    if state != BotState.FEATURE_APPOINTMENT:
+        FSM.set_state(max_user_id, BotState.FEATURE_APPOINTMENT)
+        FSM.set_temp(max_user_id, {})
+        await max_api.send_message(
+            max_user_id,
+            "📅 **Запись на визит**\n\nУкажите желаемую дату (ДД.ММ.ГГГГ):"
+        )
+        return
+
+    tmp = FSM.get_temp(max_user_id)
+
+    if _DATE_KEY not in tmp:
+        try:
+            parsed = datetime.strptime(text.strip(), "%d.%m.%Y")
+            tmp[_DATE_KEY] = parsed.strftime("%Y-%m-%d")
+            FSM.set_temp(max_user_id, tmp)
+
+            slots = _generate_slots()
+            msg_lines = [f"📅 **{parsed.strftime('%d.%m.%Y')}**\n\nДоступные слоты:\n"]
+            for i, slot in enumerate(slots, 1):
+                msg_lines.append(f"{i}. {slot}")
+            msg_lines.append("\nВведите номер слота (1-{}):".format(len(slots)))
+            await max_api.send_message(max_user_id, "\n".join(msg_lines), format="markdown")
+        except Exception:
+            await max_api.send_message(max_user_id, "Неверный формат даты. Укажите дату в формате ДД.ММ.ГГГГ")
+        return
+
+    if _SLOT_KEY not in tmp:
+        slots = _generate_slots()
+        try:
+            idx = int(text.strip()) - 1
+            if 0 <= idx < len(slots):
+                tmp[_SLOT_KEY] = slots[idx]
+                FSM.set_temp(max_user_id, tmp)
+                await _confirm_appointment(bot, user_data, db, max_api, tmp)
+                return
+        except (ValueError, IndexError):
+            pass
+        await max_api.send_message(max_user_id, f"Укажите номер слота (1-{len(slots)}):")
+        return
+
+    await _confirm_appointment(bot, user_data, db, max_api, tmp)
+
+
+def _generate_slots() -> list:
+    start_h = SettingsCache.get_int("work_hours_start", 9)
+    end_h = SettingsCache.get_int("work_hours_end", 18)
+    slots = []
+    for h in range(start_h, end_h):
+        slots.append(f"{h:02d}:00-{h + 1:02d}:00")
+    return slots
+
+
+async def _confirm_appointment(bot, user_data, db, max_api, tmp):
+    max_user_id = user_data["user_id"]
+    date_str = tmp.get(_DATE_KEY, "—")
+    slot_str = tmp.get(_SLOT_KEY, "—")
+    user = await get_or_create_user(db, max_user_id)
+    text = await get_template_rendered(db, "appointment_confirm",
+                                        date=f"{date_str} {slot_str}",
+                                        engineer="будет назначен")
+    await max_api.send_message(max_user_id, text, format="markdown")
+
+    conv = await _create_appointment_conv(db, user.id, f"{date_str} {slot_str}")
+    from app.integrations import _1c_unf as ic_integration
+    await ic_integration.send_to_1c(db, conv)
+
+    FSM.clear_temp(max_user_id)
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+
+
+async def _create_appointment_conv(db, user_id, details):
+    from app.conversation import create_conversation, add_message
+    from sqlalchemy import select
+    from app.models.models import BotCategory
+    result = await db.execute(
+        select(BotCategory).where(BotCategory.name == "Обслуживание").limit(1)
+    )
+    cat = result.scalar_one_or_none()
+    conv = await create_conversation(db, user_id)
+    conv.inquiry_text = f"Запись на визит: {details}"
+    conv.inquiry_type = cat.id if cat else None
+    conv.priority = "normal"
+    await db.flush()
+    await add_message(db, conv.id, "in", details)
+    return conv

max_bot/app/handlers/features/broadcasts.py

@@ -0,0 +1,44 @@
+from datetime import datetime
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+
+
+async def handle_broadcast_send(bot, user_data: dict, db, max_api):
+    from app.models.models import BotUser
+    from sqlalchemy import select
+
+    text = user_data.get("text", "").strip()
+    if not text:
+        await max_api.send_message(
+            user_data["user_id"],
+            "Укажите текст рассылки в параметре broadcast_text."
+        )
+        return
+
+    result = await db.execute(select(BotUser).where(BotUser.consent_given == True))
+    users = result.scalars().all()
+    sent = 0
+    failed = 0
+    sent_ids = []
+    for u in users:
+        try:
+            await max_api.send_message(user_id=u.max_user_id, text=text, format="markdown")
+            sent += 1
+            sent_ids.append(u.max_user_id)
+        except Exception:
+            failed += 1
+
+    from app.models.models import BotBroadcast
+    bc = BotBroadcast(
+        text=text,
+        sent_at=datetime.now(),
+        recipient_count=len(users),
+        recipient_ids=sent_ids,
+        status="sent",
+    )
+    db.add(bc)
+    await db.flush()
+
+    result = f"📨 Рассылка завершена.\nОтправлено: {sent}\nОшибок: {failed}"
+    await max_api.send_message(user_data["user_id"], result)

max_bot/app/handlers/features/commercial.py

@@ -0,0 +1,101 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+_STEPS = ["service_type", "scope", "address", "comment"]
+_STEP_LABELS = {
+    "service_type": "Тип услуги (Видеонаблюдение, СКУД, Пожарная сигнализация, IT-инфраструктура, Обслуживание, Другое)",
+    "scope": "Объём работ (краткое описание)",
+    "address": "Адрес объекта",
+    "comment": "Дополнительные пожелания (или отправьте «-» для пропуска)",
+}
+
+_COLLECT_KEY = "commercial_data"
+_STEP_KEY = "commercial_step"
+
+
+async def handle_commercial(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+    state = FSM.get_state(max_user_id)
+
+    if state != BotState.FEATURE_COMMERCIAL:
+        FSM.set_state(max_user_id, BotState.FEATURE_COMMERCIAL)
+        FSM.set_temp(max_user_id, {_STEP_KEY: 0, _COLLECT_KEY: {}})
+        await max_api.send_message(
+            max_user_id,
+            f"📄 **Коммерческое предложение**\n\nШаг 1/{len(_STEPS)}:\n{_STEP_LABELS['service_type']}"
+        )
+        return
+
+    tmp = FSM.get_temp(max_user_id)
+    step = tmp.get(_STEP_KEY, 0)
+    data = tmp.get(_COLLECT_KEY, {})
+
+    if step >= len(_STEPS):
+        await _finish_commercial(bot, user_data, db, max_api, data)
+        return
+
+    step_key = _STEPS[step]
+    if not text and step_key != "comment":
+        await max_api.send_message(max_user_id, f"Пожалуйста, заполните поле:\n{_STEP_LABELS[step_key]}")
+        return
+
+    data[step_key] = text if text else ""
+    step += 1
+
+    if step < len(_STEPS):
+        FSM.set_temp(max_user_id, {_STEP_KEY: step, _COLLECT_KEY: data})
+        next_key = _STEPS[step]
+        await max_api.send_message(
+            max_user_id,
+            f"📄 Шаг {step + 1}/{len(_STEPS)}:\n{_STEP_LABELS[next_key]}"
+        )
+    else:
+        await _finish_commercial(bot, user_data, db, max_api, data)
+
+
+async def _finish_commercial(bot, user_data, db, max_api, data):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+    summary = (
+        f"📄 **Коммерческое предложение**\n\n"
+        f"Услуга: {data.get('service_type', '—')}\n"
+        f"Объём: {data.get('scope', '—')}\n"
+        f"Адрес: {data.get('address', '—')}\n"
+        f"Комментарий: {data.get('comment', '—')}\n\n"
+        f"Спасибо, {user.first_name}! Мы подготовим КП и свяжемся с вами."
+    )
+    await max_api.send_message(max_user_id, summary, format="markdown")
+
+    conv_text = (
+        f"Коммерческое предложение: услуга={data.get('service_type', '')}, "
+        f"объём={data.get('scope', '')}, адрес={data.get('address', '')}, "
+        f"комментарий={data.get('comment', '')}"
+    )
+    conv = await _create_commercial_conv(db, user.id, conv_text)
+    from app.integrations import _1c_unf as ic_integration
+    await ic_integration.send_to_1c(db, conv)
+
+    FSM.clear_temp(max_user_id)
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+
+
+async def _create_commercial_conv(db, user_id, details):
+    from app.conversation import create_conversation, add_message
+    from sqlalchemy import select
+    from app.models.models import BotCategory
+    result = await db.execute(
+        select(BotCategory).where(BotCategory.name == "Консультация").limit(1)
+    )
+    cat = result.scalar_one_or_none()
+    conv = await create_conversation(db, user_id)
+    conv.inquiry_text = details
+    conv.inquiry_type = cat.id if cat else None
+    await db.flush()
+    await add_message(db, conv.id, "in", details)
+    return conv

max_bot/app/handlers/features/my_objects.py

@@ -0,0 +1,39 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_my_objects(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_MY_OBJECTS:
+        FSM.set_state(max_user_id, BotState.FEATURE_MY_OBJECTS)
+        user = await get_or_create_user(db, max_user_id)
+        await max_api.send_message(max_user_id,
+            "🏢 **Мои объекты**\n\n"
+            "Укажите название вашей компании для поиска объектов."
+        )
+        return
+
+    if not text:
+        await max_api.send_message(max_user_id, "Укажите название компании.")
+        return
+
+    from app.integrations.portal_db import get_objects_for_customer
+    objects = await get_objects_for_customer(db, text)
+
+    if not objects:
+        await max_api.send_message(max_user_id, "Объекты не найдены. Проверьте название компании.")
+    else:
+        lines = [f"🏢 **{obj.name}** — {obj.status}" for obj in objects[:10]]
+        msg = "Ваши объекты:\n\n" + "\n".join(lines)
+        if len(objects) > 10:
+            msg += f"\n\n...и ещё {len(objects) - 10} объектов"
+        await max_api.send_message(max_user_id, msg, format="markdown")
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/notifications.py

@@ -0,0 +1,68 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_notifications(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    payload = user_data.get("payload", "")
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_NOTIFICATIONS:
+        FSM.set_state(max_user_id, BotState.FEATURE_NOTIFICATIONS)
+        user = await get_or_create_user(db, max_user_id)
+        from sqlalchemy import select
+        from app.models.models import BotNotificationSubscription
+        result = await db.execute(
+            select(BotNotificationSubscription).where(
+                BotNotificationSubscription.user_id == user.id
+            ).limit(1)
+        )
+        sub = result.scalar_one_or_none()
+        status_change = "✅" if sub and sub.notify_on_status_change else "⬜"
+        reply = "✅" if sub and sub.notify_on_reply else "⬜"
+        broadcast = "✅" if sub and sub.notify_on_broadcast else "⬜"
+        text = (
+            "🔔 **Уведомления**\n\n"
+            "Выберите, о чём уведомлять:\n\n"
+            f"{status_change} /status — Смена статуса обращения\n"
+            f"{reply} /reply — Ответ оператора\n"
+            f"{broadcast} /broadcast — Новости и рассылки\n\n"
+            "Нажмите на пункт, чтобы переключить."
+        )
+        await max_api.send_message(max_user_id, text, format="markdown")
+        return
+
+    user = await get_or_create_user(db, max_user_id)
+    from sqlalchemy import select
+    from app.models.models import BotNotificationSubscription
+    result = await db.execute(
+        select(BotNotificationSubscription).where(
+            BotNotificationSubscription.user_id == user.id
+        ).limit(1)
+    )
+    sub = result.scalar_one_or_none()
+    if not sub:
+        sub = BotNotificationSubscription(user_id=user.id)
+        db.add(sub)
+        await db.flush()
+
+    toggle_map = {
+        "/status": "notify_on_status_change",
+        "/reply": "notify_on_reply",
+        "/broadcast": "notify_on_broadcast",
+    }
+    key = payload if payload.startswith("/") else (payload if payload in toggle_map else user_data.get("text", "").strip())
+    if key in toggle_map:
+        col = toggle_map[key]
+        current = getattr(sub, col)
+        setattr(sub, col, not current)
+        await db.flush()
+        await max_api.send_message(max_user_id, f"Настройка «{key}» изменена.")
+    else:
+        await max_api.send_message(max_user_id, "Нажмите /status, /reply или /broadcast для переключения.")
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/photo_report.py

@@ -0,0 +1,69 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_open_conversation, create_conversation, add_message, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_photo_report(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_PHOTO_REPORT:
+        FSM.set_state(max_user_id, BotState.FEATURE_PHOTO_REPORT)
+        await max_api.send_message(max_user_id,
+            "📸 **Фото-отчёт**\n\n"
+            "Отправьте фото проблемы и опишите, что произошло.\n"
+            "Вы можете прикрепить документ (PDF, DOCX, XLSX, TXT)."
+        )
+        return
+
+    user = await get_or_create_user(db, max_user_id)
+    conv = await get_open_conversation(db, user.id)
+    if not conv:
+        conv = await create_conversation(db, user.id)
+
+    has_attachment = user_data.get("has_attachment", False)
+    attachment_type = user_data.get("attachment_type", "")
+    attachment_path = user_data.get("attachment_path", "")
+
+    conv.inquiry_text = text or "Фото-отчёт"
+    conv.has_attachment = has_attachment
+    conv.attachment_type = attachment_type
+    conv.attachment_path = attachment_path
+    conv.priority = "high"
+    await db.flush()
+
+    await add_message(db, conv.id, "in", text, has_attachment, attachment_type, attachment_path)
+
+    ooh = not SettingsCache.is_work_hours()
+    if ooh:
+        start = SettingsCache.get_int("work_hours_start", 9)
+        end = SettingsCache.get_int("work_hours_end", 18)
+        ooh_text = await get_template_rendered(db, "out_of_hours",
+                                                work_hours_start=start, work_hours_end=end)
+        await max_api.send_message(max_user_id, ooh_text)
+
+    text = await get_template_rendered(db, "confirmation_ooh" if ooh else "confirmation",
+                                       first_name=user.first_name, conv_id=conv.id)
+    await max_api.send_message(max_user_id, text, format="markdown")
+
+    from app.integrations import _1c_unf as ic_integration
+    await ic_integration.send_to_1c(db, conv)
+
+    from app.models.models import Incident
+    incident = Incident(
+        object_id=0,
+        reported_by=None,
+        title=f"Фото-отчёт от {user.first_name or 'клиента'}",
+        description=text or "Фото-отчёт через бота",
+        severity="P3",
+        status="open",
+    )
+    db.add(incident)
+    await db.flush()
+    conv.attachment_path = f"incident_{incident.id}"
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/quality_rate.py

@@ -0,0 +1,35 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_open_conversation, get_template_rendered
+from app.keyboards.inline import build_quality_buttons, build_main_menu_buttons
+from app.fsm import BotState, FSM
+
+
+async def handle_quality_rate(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    payload = user_data.get("payload", "")
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_QUALITY_RATE:
+        FSM.set_state(max_user_id, BotState.FEATURE_QUALITY_RATE)
+        conv = await get_open_conversation(db, (await get_or_create_user(db, max_user_id)).id)
+        conv_id = conv.id if conv else "—"
+        text = await get_template_rendered(db, "quality_request", conv_id=conv_id)
+        buttons = build_quality_buttons()
+        await max_api.send_message_with_keyboard(max_user_id, text, buttons)
+        return
+
+    if payload.startswith("rate_"):
+        try:
+            rating = int(payload.replace("rate_", ""))
+        except ValueError:
+            return
+        await max_api.send_message(max_user_id, f"Спасибо за оценку: {rating}/5! Ваш отзыв важен для нас.")
+        FSM.transition(max_user_id, "done")
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        return
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/reminders.py

@@ -0,0 +1,48 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_reminders(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_REMINDERS:
+        FSM.set_state(max_user_id, BotState.FEATURE_REMINDERS)
+        user = await get_or_create_user(db, max_user_id)
+        phone = user.phone or ""
+
+        from sqlalchemy import select, func
+        from app.models.models import BotConversation, BotTicket, Customer
+
+        open_convs = await db.execute(
+            select(func.count(BotConversation.id))
+            .where(BotConversation.status.in_(["open", "handoff"]))
+        )
+        total_open = open_convs.scalar() or 0
+
+        open_tickets = await db.execute(
+            select(func.count(BotTicket.id))
+            .where(BotTicket.status.in_(["open", "in_progress"]))
+        )
+        total_tickets = open_tickets.scalar() or 0
+
+        my_convs = await db.execute(
+            select(func.count(BotConversation.id))
+            .where(BotConversation.user_id == user.id, BotConversation.status.in_(["open", "handoff"]))
+        )
+        my_open = my_convs.scalar() or 0
+
+        text = (
+            "🔔 **Напоминания**\n\n"
+            f"У вас открыто обращений: {my_open}\n"
+            f"Всего в системе: {total_open} обращений, {total_tickets} заявок\n\n"
+            "Напоминания о плановом ТО настраиваются в портале."
+        )
+        await max_api.send_message(max_user_id, text, format="markdown")
+        FSM.transition(max_user_id, "done")
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        return

max_bot/app/handlers/features/risk_score.py

@@ -0,0 +1,100 @@
+from sqlalchemy import select
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+_ANSWERS_KEY = "risk_answers"
+_STEP_KEY = "risk_step"
+
+
+async def _load_questions(db):
+    from app.models.models import BotRiskQuestion
+    result = await db.execute(
+        select(BotRiskQuestion)
+        .where(BotRiskQuestion.is_active == True)
+        .order_by(BotRiskQuestion.sort_order)
+    )
+    return result.scalars().all()
+
+
+async def handle_risk_score(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+    state = FSM.get_state(max_user_id)
+
+    questions = await _load_questions(db)
+    if not questions:
+        await max_api.send_message(max_user_id, "Анкета риск-инжиниринга временно недоступна.")
+        FSM.transition(max_user_id, "cancel")
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        return
+
+    if state != BotState.FEATURE_RISK_SCORE:
+        FSM.set_state(max_user_id, BotState.FEATURE_RISK_SCORE)
+        FSM.set_temp(max_user_id, {_STEP_KEY: 0, _ANSWERS_KEY: {}})
+        q = questions[0]
+        await max_api.send_message(
+            max_user_id,
+            f"📊 **Risk Score — анкета**\n\nВопрос 1/{len(questions)}:\n{q.question}\n\nОтветьте «да» или «нет»."
+        )
+        return
+
+    tmp = FSM.get_temp(max_user_id)
+    step = tmp.get(_STEP_KEY, 0)
+    answers = tmp.get(_ANSWERS_KEY, {})
+
+    if step >= len(questions):
+        await _finish_risk_score(max_user_id, answers, questions, db, max_api)
+        return
+
+    if text.lower() in ("да", "yes", "+", "1"):
+        answers[questions[step].question_key] = True
+    elif text.lower() in ("нет", "no", "-", "0"):
+        answers[questions[step].question_key] = False
+    else:
+        await max_api.send_message(max_user_id, "Пожалуйста, ответьте «да» или «нет».")
+        return
+
+    step += 1
+    if step < len(questions):
+        q = questions[step]
+        FSM.set_temp(max_user_id, {_STEP_KEY: step, _ANSWERS_KEY: answers})
+        await max_api.send_message(
+            max_user_id,
+            f"📊 Вопрос {step + 1}/{len(questions)}:\n{q.question}\n\n«да» или «нет»?"
+        )
+    else:
+        await _finish_risk_score(max_user_id, answers, questions, db, max_api)
+
+
+async def _finish_risk_score(max_user_id, answers, questions, db, max_api):
+    score = 0
+    for q in questions:
+        if answers.get(q.question_key):
+            score += q.weight
+    score = min(score, 100)
+
+    if score < 20:
+        label = "Низкий"
+        rec = "Поддерживайте текущий уровень обслуживания"
+    elif score < 50:
+        label = "Средний"
+        rec = "Рекомендуем провести аудит систем"
+    elif score < 75:
+        label = "Высокий"
+        rec = "Необходимо срочное обслуживание"
+    else:
+        label = "Критический"
+        rec = "Требуется немедленное вмешательство"
+
+    tmpl = await get_template_rendered(db, "risk_result", score=score, label=label, recommendation=rec)
+    await max_api.send_message(max_user_id, tmpl, format="markdown")
+
+    FSM.clear_temp(max_user_id)
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/sla_status.py

@@ -0,0 +1,54 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_sla_status(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+
+    if FSM.get_state(max_user_id) != BotState.FEATURE_SLA_STATUS:
+        FSM.set_state(max_user_id, BotState.FEATURE_SLA_STATUS)
+        await max_api.send_message(max_user_id,
+            "🔍 **Проверка SLA статуса**\n\n"
+            "Укажите номер или название объекта."
+        )
+        return
+
+    if not text:
+        await max_api.send_message(max_user_id, "Укажите номер или название объекта.")
+        return
+
+    from app.integrations.portal_db import get_object_by_name_or_id, get_sla_for_object, get_last_incident_for_object, get_active_tasks_for_object
+    obj = await get_object_by_name_or_id(db, text)
+    if not obj:
+        await max_api.send_message(max_user_id, "Объект не найден.")
+        FSM.transition(max_user_id, "done")
+        buttons = build_main_menu_buttons()
+        menu_text = await get_template_rendered(db, "main_menu")
+        await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+        return
+
+    sla = await get_sla_for_object(db, obj.id)
+    if not sla:
+        text = await get_template_rendered(db, "sla_not_found")
+        await max_api.send_message(max_user_id, text)
+    else:
+        level_map = {"start": "Базовый", "business": "Оптимальный", "enterprise": "Максимальный"}
+        last_incident = await get_last_incident_for_object(db, obj.id)
+        open_tasks = await get_active_tasks_for_object(db, obj.id)
+        last_visit = last_incident.created_at.strftime("%d.%m.%Y") if last_incident else "—"
+        tasks_count = len(open_tasks)
+        text = await get_template_rendered(db, "sla_found",
+                                           object_name=obj.name,
+                                           service_level=level_map.get(sla.service_level, sla.service_level),
+                                           status=sla.status,
+                                           price=sla.sla_price_monthly or 0)
+        text += f"\n📅 Последний визит: {last_visit}\n📋 Открытых задач: {tasks_count}"
+        await max_api.send_message(max_user_id, text, format="markdown")
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/features/sla_ticket.py

@@ -0,0 +1,155 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.fsm import BotState, FSM
+from app.keyboards.inline import build_main_menu_buttons
+
+
+async def handle_sla_ticket(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+
+    if FSM.get_state(max_user_id) != BotState.SLA_TICKET_CREATE:
+        FSM.set_state(max_user_id, BotState.SLA_TICKET_CREATE)
+        await max_api.send_message(max_user_id, "🔧 **Заявка по SLA**\n\nПроверяю ваш SLA контракт...")
+
+        user = await get_or_create_user(db, max_user_id)
+        phone = user.phone or ""
+        if not phone:
+            await max_api.send_message(max_user_id, "Не могу найти ваш номер телефона. Укажите его, пожалуйста.")
+            return
+
+        from sqlalchemy import select
+        from app.models.models import Customer, Object, SLAContract
+        result = await db.execute(
+            select(Customer).where(Customer.contact_phone.ilike(f"%{phone[-10:]}%")).limit(1)
+        )
+        customer = result.scalar_one_or_none()
+        if not customer:
+            await _send_no_sla(bot, user_data, db, max_api)
+            return
+
+        result = await db.execute(
+            select(Object).where(Object.customer_id == customer.id, Object.status == "active").limit(1)
+        )
+        obj = result.scalar_one_or_none()
+        if not obj:
+            await _send_no_sla(bot, user_data, db, max_api)
+            return
+
+        result = await db.execute(
+            select(SLAContract).where(
+                SLAContract.object_id == obj.id,
+                SLAContract.status == "active"
+            ).order_by(SLAContract.created_at.desc()).limit(1)
+        )
+        sla = result.scalar_one_or_none()
+        if not sla:
+            await _send_no_sla(bot, user_data, db, max_api)
+            return
+
+        level_map = {"start": "Базовый", "business": "Оптимальный", "enterprise": "Максимальный"}
+        text = await get_template_rendered(db, "sla_ticket_found",
+                                           object_name=obj.name,
+                                           service_level=level_map.get(sla.service_level, sla.service_level))
+        await max_api.send_message(max_user_id, text, format="markdown")
+        return
+
+    if not text:
+        await max_api.send_message(max_user_id, "Опишите неисправность. Вы можете прикрепить фото или документ.")
+        return
+
+    user = await get_or_create_user(db, max_user_id)
+
+    from sqlalchemy import select, func
+    from app.models.models import Customer, Object, SLAContract, BotTicket
+    result = await db.execute(
+        select(Customer).where(Customer.contact_phone.ilike(f"%{user.phone[-10:]}%")).limit(1)
+    )
+    customer = result.scalar_one_or_none()
+    obj = None
+    sla = None
+    if customer:
+        result = await db.execute(
+            select(Object).where(Object.customer_id == customer.id, Object.status == "active").limit(1)
+        )
+        obj = result.scalar_one_or_none()
+        if obj:
+            result = await db.execute(
+                select(SLAContract).where(
+                    SLAContract.object_id == obj.id, SLAContract.status == "active"
+                ).order_by(SLAContract.created_at.desc()).limit(1)
+            )
+            sla = result.scalar_one_or_none()
+
+    priority_map = {"start": "low", "business": "normal", "enterprise": "high"}
+    response_map = {"start": "4 часа", "business": "2 часа", "enterprise": "30 минут"}
+    sla_level = sla.service_level if sla else "start"
+    priority = priority_map.get(sla_level, "normal")
+
+    result = await db.execute(select(func.count(BotTicket.id)))
+    ticket_num = f"T-{result.scalar() + 1:04d}"
+
+    from app.models.models import BotTicket, BotTicketMessage, BotTicketStatus
+    ticket = BotTicket(
+        ticket_number=ticket_num,
+        user_id=user.id,
+        object_id=obj.id if obj else None,
+        customer_id=customer.id if customer else None,
+        title=text[:100],
+        description=text,
+        priority=priority,
+        status="open",
+        created_by="bot",
+        sla_contract_id=sla.id if sla else None,
+        has_attachment=user_data.get("has_attachment", False),
+        attachment_type=user_data.get("attachment_type", ""),
+        attachment_path=user_data.get("attachment_path", ""),
+    )
+    db.add(ticket)
+    await db.flush()
+
+    db.add(BotTicketMessage(ticket_id=ticket.id, direction="in", text=text, sender="client"))
+    db.add(BotTicketStatus(ticket_id=ticket.id, old_status="", new_status="open", changed_by="bot"))
+    await db.flush()
+
+    has_attachment = user_data.get("has_attachment", False)
+    attachment_type = user_data.get("attachment_type", "")
+    attachment_path = user_data.get("attachment_path", "")
+    if has_attachment:
+        ticket.has_attachment = True
+        ticket.attachment_type = attachment_type
+        ticket.attachment_path = attachment_path
+        await db.flush()
+
+    text = await get_template_rendered(db, "sla_ticket_created",
+                                       ticket_number=ticket_num,
+                                       priority=priority,
+                                       response_time=response_map.get(sla_level, "2 часа"))
+    await max_api.send_message(max_user_id, text, format="markdown")
+
+    from app.max_notifications import notify_ticket_created as nt
+    await nt(db, ticket, max_api)
+
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)
+
+
+async def _send_no_sla(bot, user_data, db, max_api):
+    max_user_id = user_data["user_id"]
+    await SettingsCache.refresh(db)
+    phone_1 = SettingsCache.get("phone_1")
+    phone_2 = SettingsCache.get("phone_2")
+    email = SettingsCache.get("support_email")
+    text = await get_template_rendered(db, "sla_ticket_not_found",
+                                       phone_1=phone_1, phone_2=phone_2,
+                                       support_email=email)
+    from app.keyboards.inline import build_phone_email_buttons
+    subject = SettingsCache.get("email_subject")
+    buttons = build_phone_email_buttons(phone_1, phone_2, email, subject)
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons, format="markdown")
+    FSM.transition(max_user_id, "done")
+    buttons = build_main_menu_buttons()
+    menu_text = await get_template_rendered(db, "main_menu")
+    await max_api.send_message_with_keyboard(max_user_id, menu_text, buttons)

max_bot/app/handlers/greeting.py

@@ -0,0 +1,33 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_open_conversation, get_template_rendered
+from app.keyboards.inline import build_main_menu_buttons
+from app.fsm import BotState, FSM
+
+
+async def handle_start(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    first_name = user_data.get("first_name", "")
+    last_name = user_data.get("last_name", "")
+    username = user_data.get("username", "")
+
+    user = await get_or_create_user(db, max_user_id, first_name, last_name, username)
+    await db.flush()
+
+    await SettingsCache.refresh(db)
+
+    open_conv = await get_open_conversation(db, user.id)
+    name = SettingsCache.get_assistant_name()
+
+    if open_conv:
+        text = await get_template_rendered(db, "greeting_returning",
+                                           first_name=user.first_name or first_name,
+                                           conv_id=open_conv.id)
+        buttons = build_main_menu_buttons()
+        await max_api.send_message_with_keyboard(max_user_id, text, buttons, format="markdown")
+        FSM.set_state(max_user_id, BotState.IDLE)
+        return
+
+    text = await get_template_rendered(db, "greeting", name=name)
+    buttons = build_main_menu_buttons()
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons, format="markdown")
+    FSM.set_state(max_user_id, BotState.IDLE)

max_bot/app/handlers/handoff.py

@@ -0,0 +1,32 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_open_conversation, get_template_rendered
+from app.fsm import BotState, FSM
+
+
+async def handle_handoff_request(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+
+    if not SettingsCache.is_work_hours():
+        from app.handlers.out_of_hours import handle_out_of_hours
+        await handle_out_of_hours(bot, user_data, db, max_api)
+        return
+
+    text = await get_template_rendered(db, "handoff")
+    await max_api.send_message(max_user_id, text)
+
+    conv = await get_open_conversation(db, user.id)
+    if conv:
+        conv.status = "handoff"
+        conv.priority = "high"
+        await db.flush()
+
+        from app.integrations import _1c_unf as ic_integration
+        await ic_integration.send_to_1c(db, conv)
+
+    FSM.set_state(max_user_id, BotState.HANDOFF_REQUEST)
+
+
+async def handle_inquiry_fallback(bot, user_data, db, max_api):
+    from app.handlers.inquiry import handle_inquiry
+    await handle_inquiry(bot, user_data, db, max_api)

max_bot/app/handlers/inquiry.py

@@ -0,0 +1,122 @@
+from app.settings_cache import SettingsCache
+from app.conversation import (
+    get_or_create_user, get_open_conversation, create_conversation,
+    add_message, auto_categorize_text, get_template_rendered
+)
+from app.integrations.yandex_gpt import categorize_with_gpt
+from app.keyboards.inline import build_category_buttons
+from app.fsm import BotState, FSM
+
+
+async def handle_inquiry(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    text = user_data.get("text", "").strip()
+    user = await get_or_create_user(db, max_user_id)
+
+    if not text:
+        await max_api.send_message(max_user_id, "Пожалуйста, опишите ваш вопрос.")
+        return
+
+    conv = await get_open_conversation(db, user.id)
+    if not conv:
+        conv = await create_conversation(db, user.id)
+
+    conv.inquiry_text = text
+
+    has_attachment = user_data.get("has_attachment", False)
+    attachment_type = user_data.get("attachment_type", "")
+    attachment_path_str = user_data.get("attachment_path", "")
+    if has_attachment:
+        conv.has_attachment = True
+        conv.attachment_type = attachment_type
+        conv.attachment_path = attachment_path_str
+
+    await add_message(db, conv.id, "in", text, has_attachment, attachment_type, attachment_path_str)
+
+    if has_attachment and attachment_path_str and max_api:
+        try:
+            file_url = await max_api.get_file_url(attachment_path_str)
+            if file_url:
+                import os
+                import aiohttp
+                from app.config import get_settings
+                from app.models.models import FileSyncQueue
+                settings = get_settings()
+                local_dir = settings.UPLOADS_DIR
+                os.makedirs(local_dir, exist_ok=True)
+                local_filename = f"conv_{conv.id}_{int(datetime.now().timestamp())}_{attachment_type}"
+                local_path = os.path.join(local_dir, local_filename)
+                async with aiohttp.ClientSession() as session:
+                    async with session.get(file_url) as resp:
+                        if resp.status == 200:
+                            with open(local_path, "wb") as f:
+                                f.write(await resp.read())
+                sync_entry = FileSyncQueue(
+                    local_path=local_path,
+                    remote_path=f"/AegisOne_Service/bot/{local_filename}",
+                    entity_type="conversation",
+                    entity_id=conv.id,
+                    status="pending",
+                )
+                db.add(sync_entry)
+        except Exception:
+            pass
+
+    gpt_key = SettingsCache.get("yandex_gpt_key")
+    if gpt_key:
+        cat_name = await categorize_with_gpt(text)
+        if cat_name:
+            from sqlalchemy import select
+            from app.models.models import BotCategory
+            result = await db.execute(
+                select(BotCategory).where(
+                    BotCategory.name.ilike(f"%{cat_name}%"),
+                    BotCategory.active == True
+                ).limit(1)
+            )
+            cat = result.scalar_one_or_none()
+            if cat:
+                conv.inquiry_type = cat.id
+                await db.flush()
+                confirm_text = await get_template_rendered(db, "auto_categorize_confirm", category=cat.name)
+                from app.keyboards.inline import build_category_buttons
+                buttons = build_category_buttons()
+                await max_api.send_message_with_keyboard(max_user_id, confirm_text, buttons)
+                FSM.set_state(max_user_id, BotState.CATEGORY_SELECT)
+                return
+    else:
+        cat = await auto_categorize_text(db, text)
+        if cat:
+            conv.inquiry_type = cat.id
+            await db.flush()
+
+    await db.flush()
+
+    ooh = not SettingsCache.is_work_hours()
+    if ooh:
+        start = SettingsCache.get_int("work_hours_start", 9)
+        end = SettingsCache.get_int("work_hours_end", 18)
+        ooh_text = await get_template_rendered(db, "out_of_hours",
+                                                work_hours_start=start, work_hours_end=end)
+        await max_api.send_message(max_user_id, ooh_text)
+
+    await _confirm_inquiry(bot, user_data, db, max_api, conv, ooh)
+
+
+async def _confirm_inquiry(bot, user_data, db, max_api, conv, is_ooh: bool):
+    max_user_id = user_data["user_id"]
+    user = await get_or_create_user(db, max_user_id)
+
+    if is_ooh:
+        text = await get_template_rendered(db, "confirmation_ooh",
+                                           first_name=user.first_name, conv_id=conv.id)
+    else:
+        text = await get_template_rendered(db, "confirmation",
+                                           first_name=user.first_name, conv_id=conv.id)
+
+    await max_api.send_message(max_user_id, text, format="markdown")
+
+    from app.integrations import _1c_unf as ic_integration
+    await ic_integration.send_to_1c(db, conv)
+
+    FSM.set_state(max_user_id, BotState.CONFIRMATION)

max_bot/app/handlers/main_menu.py

@@ -0,0 +1,103 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_or_create_user, get_template_rendered
+from app.keyboards.inline import build_main_menu_buttons
+from app.fsm import BotState, FSM
+
+
+async def handle_main_menu(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    payload = user_data.get("payload", "")
+
+    if payload == "new_inquiry":
+        user = await get_or_create_user(db, max_user_id)
+        if user.consent_given:
+            from app.handlers.contact import handle_contact_provided
+            await handle_contact_provided(bot, user_data, db, max_api)
+        else:
+            from app.handlers.consent import handle_consent_request
+            await handle_consent_request(bot, user_data, db, max_api)
+        return
+
+    if payload == "handoff":
+        from app.handlers.handoff import handle_handoff_request
+        await handle_handoff_request(bot, user_data, db, max_api)
+        return
+
+    if payload == "kb_search":
+        FSM.set_state(max_user_id, BotState.KB_SEARCH)
+        await max_api.send_message(max_user_id, "Задайте ваш вопрос, и я постараюсь найти ответ.")
+        return
+
+    if payload.startswith("feature_"):
+        feature_key = payload.replace("feature_", "")
+        if SettingsCache.is_feature_enabled(feature_key):
+            await _handle_feature(bot, user_data, db, max_api, feature_key)
+        else:
+            await max_api.send_message(max_user_id, "Этот функционал временно недоступен.")
+        return
+
+    if payload.startswith("cat_"):
+        await _handle_category_select(bot, user_data, db, max_api, payload)
+        return
+
+    if payload == "cancel":
+        FSM.reset(max_user_id)
+        text = await get_template_rendered(db, "main_menu")
+        buttons = build_main_menu_buttons()
+        await max_api.send_message_with_keyboard(max_user_id, text, buttons)
+        return
+
+    FSM.reset(max_user_id)
+    text = await get_template_rendered(db, "main_menu")
+    buttons = build_main_menu_buttons()
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons)
+
+
+async def _handle_feature(bot, user_data, db, max_api, feature_key: str):
+    feature_handlers = {
+        "risk_score": ("app.handlers.features.risk_score", "handle_risk_score"),
+        "sla_status": ("app.handlers.features.sla_status", "handle_sla_status"),
+        "photo_report": ("app.handlers.features.photo_report", "handle_photo_report"),
+        "appointment": ("app.handlers.features.appointment", "handle_appointment"),
+        "quality_rate": ("app.handlers.features.quality_rate", "handle_quality_rate"),
+        "commercial_offer": ("app.handlers.features.commercial", "handle_commercial"),
+        "my_objects": ("app.handlers.features.my_objects", "handle_my_objects"),
+        "reminders": ("app.handlers.features.reminders", "handle_reminders"),
+        "sla_ticket": ("app.handlers.features.sla_ticket", "handle_sla_ticket"),
+        "notifications": ("app.handlers.features.notifications", "handle_notifications"),
+        "broadcasts": ("app.handlers.features.broadcasts", "handle_broadcast_send"),
+    }
+    handler = feature_handlers.get(feature_key)
+    if handler:
+        import importlib
+        mod = importlib.import_module(handler[0])
+        func = getattr(mod, handler[1])
+        await func(bot, user_data, db, max_api)
+    else:
+        await max_api.send_message(max_user_id, "Функция в разработке.")
+
+
+async def _handle_category_select(bot, user_data, db, max_api, payload: str):
+    max_user_id = user_data["user_id"]
+    try:
+        cat_id = int(payload.replace("cat_", ""))
+    except ValueError:
+        return
+
+    from sqlalchemy import select
+    from app.models.models import BotCategory
+    result = await db.execute(select(BotCategory).where(BotCategory.id == cat_id))
+    cat = result.scalar_one_or_none()
+    if not cat:
+        return
+
+    from app.conversation import get_open_conversation, get_or_create_user
+    user = await get_or_create_user(db, max_user_id)
+    conv = await get_open_conversation(db, user.id)
+    if conv:
+        conv.inquiry_type = cat.id
+        await db.flush()
+
+    ooh = not SettingsCache.is_work_hours()
+    from app.handlers.inquiry import _confirm_inquiry
+    await _confirm_inquiry(bot, user_data, db, max_api, conv, ooh)

max_bot/app/handlers/out_of_hours.py

@@ -0,0 +1,43 @@
+from app.settings_cache import SettingsCache
+from app.conversation import get_template_rendered
+from app.keyboards.inline import build_cancel_button
+from app.fsm import BotState, FSM
+from app.handlers.main_menu import handle_main_menu
+
+
+async def handle_out_of_hours(bot, user_data: dict, db, max_api):
+    max_user_id = user_data["user_id"]
+    await SettingsCache.refresh(db)
+
+    start = SettingsCache.get_int("work_hours_start", 9)
+    end = SettingsCache.get_int("work_hours_end", 18)
+    hours_str = SettingsCache.get_work_hours_str()
+
+    text = (
+        f"Сейчас мы не работаем. Наше рабочее время: Пн-Пт {hours_str} (МСК).\n\n"
+        f"Оставьте сообщение — мы ответим как можно быстрее."
+    )
+    buttons = [
+        [{"type": "message", "text": "✉️ Оставить сообщение", "payload": "leave_message"}],
+        [{"type": "message", "text": "📞 Заказать звонок", "payload": "callback"}],
+    ]
+    await max_api.send_message_with_keyboard(max_user_id, text, buttons)
+    FSM.set_state(max_user_id, BotState.OUT_OF_HOURS)
+
+
+async def handle_out_of_hours_callback(bot, user_data: dict, db, max_api, payload: str):
+    max_user_id = user_data["user_id"]
+
+    if payload == "leave_message":
+        FSM.set_state(max_user_id, BotState.INQUIRY_REQUEST)
+        from app.handlers.inquiry import handle_inquiry
+        await handle_inquiry(bot, user_data, db, max_api)
+        return
+
+    if payload == "callback":
+        from app.handlers.consent import handle_consent_request
+        FSM.set_state(max_user_id, BotState.NAME_REQUEST)
+        await max_api.send_message(max_user_id, "Как к вам обращаться?")
+        return
+
+    await handle_main_menu(bot, user_data, db, max_api)

max_bot/app/integrations/_1c_unf.py

@@ -0,0 +1,100 @@
+import json
+import logging
+from datetime import datetime
+from typing import Optional
+import aiohttp
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+from app.models.models import BotConversation, Bot1CSyncLog, BotSetting
+from app.settings_cache import SettingsCache
+
+logger = logging.getLogger(__name__)
+
+
+async def send_to_1c(db: AsyncSession, conversation: BotConversation) -> Optional[dict]:
+    webhook_url = SettingsCache.get("1c_webhook_url")
+    if not webhook_url:
+        return None
+
+    user = conversation.user
+    category = conversation.category
+
+    payload = {
+        "conversation_id": conversation.id,
+        "user": {
+            "max_user_id": user.max_user_id,
+            "first_name": user.first_name,
+            "last_name": user.last_name,
+            "phone": user.phone,
+            "email": user.email,
+        },
+        "inquiry": {
+            "text": conversation.inquiry_text,
+            "category": category.name if category else "",
+            "priority": conversation.priority,
+            "has_attachment": conversation.has_attachment,
+            "attachment_type": conversation.attachment_type,
+        },
+        "created_at": conversation.created_at.isoformat() if conversation.created_at else "",
+    }
+
+    sync_log = Bot1CSyncLog(
+        conversation_id=conversation.id,
+        status="pending",
+        request_payload=json.dumps(payload, ensure_ascii=False),
+    )
+    db.add(sync_log)
+    await db.flush()
+
+    try:
+        async with aiohttp.ClientSession() as session:
+            async with session.post(webhook_url, json=payload, timeout=aiohttp.ClientTimeout(total=30)) as resp:
+                response_text = await resp.text()
+                sync_log.status = "sent" if resp.status == 200 else "error"
+                sync_log.response_payload = response_text
+                sync_log.sent_at = datetime.now()
+                await db.flush()
+                if resp.status == 200:
+                    try:
+                        return await resp.json()
+                    except Exception:
+                        return {"raw": response_text}
+                logger.warning(f"1C webhook returned {resp.status}: {response_text[:500]}")
+                return None
+    except Exception as e:
+        logger.error(f"1C webhook error: {e}")
+        sync_log.status = "error"
+        sync_log.response_payload = str(e)
+        sync_log.sent_at = datetime.now()
+        await db.flush()
+        return None
+
+
+async def handle_1c_response(db: AsyncSession, data: dict) -> bool:
+    conversation_id = data.get("conversation_id")
+    if not conversation_id:
+        return False
+
+    result = await db.execute(select(BotConversation).where(BotConversation.id == int(conversation_id)))
+    conv = result.scalar_one_or_none()
+    if not conv:
+        return False
+
+    sync_log = Bot1CSyncLog(
+        conversation_id=conv.id,
+        status="confirmed",
+        response_payload=json.dumps(data, ensure_ascii=False),
+        confirmed_at=datetime.now(),
+    )
+    db.add(sync_log)
+
+    status = data.get("status", "")
+    if status:
+        conv.status = status
+
+    assigned = data.get("assigned_to", "")
+    if assigned:
+        conv.assigned_to = assigned
+
+    await db.flush()
+    return True

max_bot/app/integrations/portal_db.py

@@ -0,0 +1,57 @@
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+from app.models.models import Object, SLAContract, Task, Incident, Customer
+
+
+async def get_object_by_name_or_id(db: AsyncSession, query: str) -> Object:
+    try:
+        obj_id = int(query)
+        return await db.get(Object, obj_id)
+    except (ValueError, TypeError):
+        result = await db.execute(
+            select(Object).where(Object.name.ilike(f"%{query}%")).limit(1)
+        )
+        return result.scalar_one_or_none()
+
+
+async def get_sla_for_object(db: AsyncSession, object_id: int) -> SLAContract:
+    result = await db.execute(
+        select(SLAContract).where(
+            SLAContract.object_id == object_id,
+            SLAContract.status == "active"
+        ).order_by(SLAContract.created_at.desc()).limit(1)
+    )
+    return result.scalar_one_or_none()
+
+
+async def get_objects_for_customer(db: AsyncSession, customer_name: str) -> list:
+    result = await db.execute(
+        select(Customer).where(Customer.name.ilike(f"%{customer_name}%")).limit(1)
+    )
+    customer = result.scalar_one_or_none()
+    if not customer:
+        return []
+    result = await db.execute(
+        select(Object).where(Object.customer_id == customer.id, Object.status == "active")
+    )
+    return result.scalars().all()
+
+
+async def get_active_tasks_for_object(db: AsyncSession, object_id: int) -> list:
+    result = await db.execute(
+        select(Task).where(
+            Task.object_id == object_id,
+            Task.status.in_(["open", "in_progress"])
+        )
+    )
+    return result.scalars().all()
+
+
+async def get_last_incident_for_object(db: AsyncSession, object_id: int):
+    result = await db.execute(
+        select(Incident).where(
+            Incident.object_id == object_id,
+            Incident.status.in_(["resolved", "closed"])
+        ).order_by(Incident.created_at.desc()).limit(1)
+    )
+    return result.scalar_one_or_none()

max_bot/app/integrations/yandex_gpt.py

@@ -0,0 +1,80 @@
+import aiohttp
+import logging
+from app.settings_cache import SettingsCache
+
+logger = logging.getLogger(__name__)
+
+
+async def categorize_with_gpt(text: str) -> str:
+    gpt_key = SettingsCache.get("yandex_gpt_key")
+    folder_id = SettingsCache.get("yandex_folder_id")
+    if not gpt_key or not folder_id:
+        return ""
+
+    prompt = (
+        "Определи категорию обращения клиента из списка: "
+        "Видеонаблюдение, СКУД, Пожарная сигнализация, IT-инфраструктура, "
+        "Обслуживание, Консультация, Другое. "
+        "Ответь только названием категории, без пояснений. "
+        f"Текст обращения: {text}"
+    )
+
+    url = "https://llm.api.cloud.yandex.net/foundationModels/v1/completion"
+    headers = {
+        "Authorization": f"Api-Key {gpt_key}",
+        "Content-Type": "application/json",
+        "x-folder-id": folder_id,
+    }
+    body = {
+        "modelUri": f"gpt://{folder_id}/yandexgpt-lite/latest",
+        "completionOptions": {"stream": False, "temperature": 0.1, "maxTokens": 50},
+        "messages": [{"role": "user", "text": prompt}],
+    }
+
+    try:
+        async with aiohttp.ClientSession() as session:
+            async with session.post(url, headers=headers, json=body) as resp:
+                if resp.status == 200:
+                    data = await resp.json()
+                    return data.get("result", {}).get("alternatives", [{}])[0].get("message", {}).get("text", "").strip()
+                logger.warning(f"GPT categorize returned {resp.status}")
+    except Exception as e:
+        logger.error(f"GPT categorize error: {e}")
+    return ""
+
+
+async def analyze_emotion_with_gpt(text: str) -> str:
+    gpt_key = SettingsCache.get("yandex_gpt_key")
+    folder_id = SettingsCache.get("yandex_folder_id")
+    if not gpt_key or not folder_id:
+        return "neutral"
+
+    prompt = (
+        "Определи эмоциональную окраску текста клиента. "
+        "Варианты: positive, neutral, negative. "
+        "Ответь только одним словом. "
+        f"Текст: {text}"
+    )
+
+    url = "https://llm.api.cloud.yandex.net/foundationModels/v1/completion"
+    headers = {
+        "Authorization": f"Api-Key {gpt_key}",
+        "Content-Type": "application/json",
+        "x-folder-id": folder_id,
+    }
+    body = {
+        "modelUri": f"gpt://{folder_id}/yandexgpt-lite/latest",
+        "completionOptions": {"stream": False, "temperature": 0.1, "maxTokens": 10},
+        "messages": [{"role": "user", "text": prompt}],
+    }
+
+    try:
+        async with aiohttp.ClientSession() as session:
+            async with session.post(url, headers=headers, json=body) as resp:
+                if resp.status == 200:
+                    data = await resp.json()
+                    return data.get("result", {}).get("alternatives", [{}])[0].get("message", {}).get("text", "").strip().lower()
+                logger.warning(f"GPT emotion analysis returned {resp.status}")
+    except Exception as e:
+        logger.error(f"GPT emotion analysis error: {e}")
+    return "neutral"

max_bot/app/keyboards/inline.py

@@ -0,0 +1,90 @@
+from app.settings_cache import SettingsCache
+
+
+def build_main_menu_buttons() -> list:
+    buttons = []
+    row = [
+        {"type": "message", "text": "📋 Оставить заявку", "payload": "new_inquiry"},
+        {"type": "message", "text": "📞 Связаться с оператором", "payload": "handoff"},
+    ]
+    buttons.append(row)
+
+    features = SettingsCache.get_enabled_features()
+    feature_buttons = []
+    feature_map = {
+        "risk_score": ("📊 Risk Score", "feature_risk_score"),
+        "sla_status": ("🔍 SLA статус", "feature_sla_status"),
+        "photo_report": ("📸 Фото-отчёт", "feature_photo_report"),
+        "appointment": ("📅 Запись на визит", "feature_appointment"),
+        "quality_rate": ("⭐ Оценка качества", "feature_quality_rate"),
+        "commercial_offer": ("📄 Коммерческое предложение", "feature_commercial"),
+        "my_objects": ("🏢 Мои объекты", "feature_my_objects"),
+        "reminders": ("🔔 Напоминания", "feature_reminders"),
+        "notifications": ("🔔 Уведомления", "feature_notifications"),
+        "broadcasts": ("📢 Рассылки", "feature_broadcast"),
+    }
+    for key, (label, payload) in feature_map.items():
+        if key in features:
+            feature_buttons.append({"type": "message", "text": label, "payload": payload})
+
+    while feature_buttons:
+        buttons.append(feature_buttons[:2])
+        feature_buttons = feature_buttons[2:]
+
+    row = [{"type": "message", "text": "❓ Задать вопрос", "payload": "kb_search"}]
+    buttons.append(row)
+
+    return buttons
+
+
+def build_consent_buttons() -> list:
+    return [[
+        {"type": "message", "text": "✅ Даю согласие", "payload": "consent_given"},
+    ], [
+        {"type": "message", "text": "❌ Не даю согласие", "payload": "consent_refused"},
+    ]]
+
+
+def build_contact_buttons() -> list:
+    return [[
+        {"type": "request_contact", "text": "📱 Поделиться контактом"},
+    ]]
+
+
+def build_category_buttons() -> list:
+    categories = SettingsCache.get_categories()
+    buttons = []
+    row = []
+    for cat in categories:
+        row.append({"type": "message", "text": f"{cat.icon_emoji} {cat.name}", "payload": f"cat_{cat.id}"})
+        if len(row) >= 2:
+            buttons.append(row)
+            row = []
+    if row:
+        buttons.append(row)
+    return buttons
+
+
+def build_quality_buttons() -> list:
+    return [[
+        {"type": "callback", "text": "⭐", "payload": "rate_1"},
+        {"type": "callback", "text": "⭐⭐", "payload": "rate_2"},
+        {"type": "callback", "text": "⭐⭐⭐", "payload": "rate_3"},
+    ], [
+        {"type": "callback", "text": "⭐⭐⭐⭐", "payload": "rate_4"},
+        {"type": "callback", "text": "⭐⭐⭐⭐⭐", "payload": "rate_5"},
+    ]]
+
+
+def build_cancel_button() -> list:
+    return [[{"type": "message", "text": "↩️ Отмена", "payload": "cancel"}]]
+
+
+def build_phone_email_buttons(phone_1: str, phone_2: str, email: str, subject: str) -> list:
+    from urllib.parse import quote
+    buttons = [
+        [{"type": "link", "text": f"📞 {phone_1}", "url": f"tel:{phone_1.replace(' ', '').replace('-', '').replace('(', '').replace(')', '')}"}],
+        [{"type": "link", "text": f"📞 {phone_2}", "url": f"tel:{phone_2.replace(' ', '').replace('-', '').replace('(', '').replace(')', '')}"}],
+        [{"type": "link", "text": f"✉️ {email}", "url": f"mailto:{email}?subject={quote(subject)}"}],
+    ]
+    return buttons

max_bot/app/main.py

@@ -0,0 +1,879 @@
+import json
+import logging
+from contextlib import asynccontextmanager
+from datetime import datetime
+from typing import Optional
+
+from fastapi import FastAPI, Request, Depends, Query
+from fastapi.responses import JSONResponse, HTMLResponse
+from sqlalchemy.ext.asyncio import AsyncSession
+from sqlalchemy import select, func, and_
+
+from app.config import get_settings
+from app.database import get_db, async_session, engine
+from app.models.models import Base
+from app.max_api import MaxAPIClient
+from app.settings_cache import SettingsCache
+from app.bot_engine import handle_update
+from app.text_renderer import render_template, make_clickable_links
+
+settings = get_settings()
+logger = logging.getLogger(__name__)
+
+max_api: Optional[MaxAPIClient] = None
+
+
+@asynccontextmanager
+async def lifespan(app: FastAPI):
+    global max_api
+    async with engine.begin() as conn:
+        pass
+
+    async with async_session() as db:
+        await SettingsCache.refresh(db)
+
+    token = SettingsCache.get_bot_token()
+    if token:
+        max_api = MaxAPIClient(token)
+        try:
+            me = await max_api.get_me()
+            logger.info(f"Bot connected: {me}")
+        except Exception as e:
+            logger.error(f"Bot connection failed: {e}")
+    else:
+        logger.warning("No bot token configured")
+
+    yield
+
+    if max_api:
+        await max_api.close()
+
+
+app = FastAPI(title="AegisOne Max Bot — София", lifespan=lifespan)
+
+
+@app.post(settings.WEBHOOK_PATH)
+async def webhook(request: Request, db: AsyncSession = Depends(get_db)):
+    secret_header = request.headers.get("X-Max-Bot-Api-Secret", "")
+    webhook_secret = settings.WEBHOOK_SECRET
+    if webhook_secret and secret_header != webhook_secret:
+        logger.warning("Invalid webhook secret")
+        return JSONResponse({"error": "Invalid secret"}, status_code=403)
+
+    raw = await request.body()
+    try:
+        body = json.loads(raw)
+    except json.JSONDecodeError as e:
+        logger.error(f"Invalid JSON from MAX: {e}, raw={raw[:500]}")
+        return JSONResponse({"ok": False}, status_code=200)
+
+    logger.info(f"Webhook update: {body.get('update_type', 'unknown')}")
+
+    global max_api
+    if not max_api:
+        token = SettingsCache.get_bot_token()
+        if token:
+            max_api = MaxAPIClient(token)
+
+    try:
+        await handle_update(None, body, db, max_api)
+        await db.commit()
+    except Exception as e:
+        logger.error(f"Webhook handler error: {e}", exc_info=True)
+        await db.rollback()
+
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/1c/response")
+@app.post("/api/1c/response")
+async def api_1c_response(request: Request, db: AsyncSession = Depends(get_db)):
+    try:
+        body = await request.json()
+        from app.integrations import _1c_unf as ic_integration
+        success = await ic_integration.handle_1c_response(db, body)
+        await db.commit()
+        if success:
+            conv_id = body.get("conversation_id")
+            user_id = body.get("user_id")
+            if user_id and max_api:
+                status = body.get("status", "в работе")
+                engineer = body.get("engineer", "")
+                from app.conversation import get_template_rendered
+                text = await get_template_rendered(db, "status_update",
+                                                   conv_id=conv_id, status=status, engineer=engineer)
+                await max_api.send_message(user_id, text, format="markdown")
+        return JSONResponse({"ok": success})
+    except Exception as e:
+        logger.error(f"1C response error: {e}", exc_info=True)
+        await db.rollback()
+        return JSONResponse({"ok": False, "error": str(e)}, status_code=500)
+
+
+@app.get("/health")
+async def health():
+    return {"status": "ok", "bot": "София"}
+
+
+# ===================== Service Portal API =====================
+
+@app.get("/api/bot/settings")
+async def api_bot_settings(db: AsyncSession = Depends(get_db)):
+    await SettingsCache.refresh(db)
+    return JSONResponse(SettingsCache.get_all())
+
+
+@app.post("/api/bot/settings/save")
+async def api_bot_settings_save(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotSetting
+    body = await request.json()
+    for key, value in body.items():
+        result = await db.execute(select(BotSetting).where(BotSetting.key == key))
+        setting = result.scalar_one_or_none()
+        if setting:
+            setting.value = str(value)
+        else:
+            db.add(BotSetting(key=key, value=str(value)))
+    await db.commit()
+    SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/templates")
+async def api_bot_templates(db: AsyncSession = Depends(get_db)):
+    await SettingsCache.refresh(db)
+    return JSONResponse(SettingsCache.get_all_templates())
+
+
+@app.post("/api/bot/templates/save")
+async def api_bot_templates_save(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotResponseTemplate
+    body = await request.json()
+    for key, value in body.items():
+        result = await db.execute(select(BotResponseTemplate).where(BotResponseTemplate.template_key == key))
+        tmpl = result.scalar_one_or_none()
+        if tmpl:
+            tmpl.template_text = value
+        else:
+            db.add(BotResponseTemplate(template_key=key, template_text=value))
+    await db.commit()
+    SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/features")
+async def api_bot_features(db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotFeature
+    result = await db.execute(select(BotFeature).order_by(BotFeature.sort_order))
+    features = result.scalars().all()
+    return JSONResponse([
+        {"key": f.feature_key, "name": f.name, "description": f.description, "enabled": f.enabled}
+        for f in features
+    ])
+
+
+@app.post("/api/bot/features/toggle")
+async def api_bot_features_toggle(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotFeature
+    body = await request.json()
+    key = body.get("feature_key")
+    enabled = body.get("enabled", False)
+    result = await db.execute(select(BotFeature).where(BotFeature.feature_key == key))
+    feature = result.scalar_one_or_none()
+    if feature:
+        feature.enabled = enabled
+        await db.commit()
+        SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/categories")
+async def api_bot_categories(db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotCategory
+    result = await db.execute(select(BotCategory).order_by(BotCategory.sort_order))
+    cats = result.scalars().all()
+    return JSONResponse([
+        {"id": c.id, "name": c.name, "description": c.description, "active": c.active,
+         "icon_emoji": c.icon_emoji, "sort_order": c.sort_order, "keywords": c.keywords}
+        for c in cats
+    ])
+
+
+@app.post("/api/bot/categories/create")
+async def api_bot_categories_create(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotCategory
+    body = await request.json()
+    db.add(BotCategory(
+        name=body.get("name", ""), description=body.get("description", ""),
+        active=body.get("active", True), icon_emoji=body.get("icon_emoji", "📋"),
+        sort_order=body.get("sort_order", 0), keywords=body.get("keywords", []),
+    ))
+    await db.commit()
+    SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/categories/edit")
+async def api_bot_categories_edit(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotCategory
+    body = await request.json()
+    result = await db.execute(select(BotCategory).where(BotCategory.id == body.get("id")))
+    cat = result.scalar_one_or_none()
+    if cat:
+        for f in ("name", "description", "active", "icon_emoji", "sort_order", "keywords"):
+            if f in body:
+                setattr(cat, f, body[f])
+        await db.commit()
+        SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/categories/delete")
+async def api_bot_categories_delete(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotCategory
+    body = await request.json()
+    result = await db.execute(select(BotCategory).where(BotCategory.id == body.get("id")))
+    cat = result.scalar_one_or_none()
+    if cat:
+        await db.delete(cat)
+        await db.commit()
+        SettingsCache._last_update = 0
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/kb")
+async def api_bot_kb(db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotKnowledgeBase
+    result = await db.execute(select(BotKnowledgeBase).order_by(BotKnowledgeBase.sort_order))
+    entries = result.scalars().all()
+    return JSONResponse([
+        {"id": e.id, "question": e.question, "answer": e.answer, "category": e.category,
+         "active": e.active, "sort_order": e.sort_order, "keywords": e.keywords}
+        for e in entries
+    ])
+
+
+@app.post("/api/bot/kb/create")
+async def api_bot_kb_create(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotKnowledgeBase
+    body = await request.json()
+    db.add(BotKnowledgeBase(
+        question=body.get("question", ""), answer=body.get("answer", ""),
+        category=body.get("category", ""), active=body.get("active", True),
+        sort_order=body.get("sort_order", 0), keywords=body.get("keywords", []),
+    ))
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/kb/edit")
+async def api_bot_kb_edit(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotKnowledgeBase
+    body = await request.json()
+    result = await db.execute(select(BotKnowledgeBase).where(BotKnowledgeBase.id == body.get("id")))
+    entry = result.scalar_one_or_none()
+    if entry:
+        for f in ("question", "answer", "category", "active", "sort_order", "keywords"):
+            if f in body:
+                setattr(entry, f, body[f])
+        await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/kb/delete")
+async def api_bot_kb_delete(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotKnowledgeBase
+    body = await request.json()
+    result = await db.execute(select(BotKnowledgeBase).where(BotKnowledgeBase.id == body.get("id")))
+    entry = result.scalar_one_or_none()
+    if entry:
+        await db.delete(entry)
+        await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/conversations")
+async def api_bot_conversations(db: AsyncSession = Depends(get_db),
+                                 status: str = Query(None),
+                                 page: int = Query(1),
+                                 limit: int = Query(20)):
+    from app.models.models import BotConversation, BotUser
+    query = select(BotConversation, BotUser.first_name).join(BotUser)
+    if status:
+        query = query.where(BotConversation.status == status)
+    query = query.order_by(BotConversation.created_at.desc()).offset((page - 1) * limit).limit(limit)
+    result = await db.execute(query)
+    rows = result.all()
+    return JSONResponse([
+        {"id": c.id, "user_name": fn, "status": c.status, "inquiry_text": c.inquiry_text[:100],
+         "created_at": c.created_at.isoformat() if c.created_at else "", "priority": c.priority}
+        for c, fn in rows
+    ])
+
+
+@app.get("/api/bot/users")
+async def api_bot_users(db: AsyncSession = Depends(get_db),
+                         page: int = Query(1), limit: int = Query(20),
+                         sort_by: str = Query("created_at"),
+                         sort_dir: str = Query("desc"),
+                         consent: str = Query(None)):
+    from app.models.models import BotUser
+    allowed_sort = {"id", "max_user_id", "first_name", "last_name", "phone", "email", "consent_given", "created_at"}
+    if sort_by not in allowed_sort:
+        sort_by = "created_at"
+    sort_col = getattr(BotUser, sort_by)
+    order = sort_col.desc() if sort_dir == "desc" else sort_col.asc()
+
+    filters = []
+    if consent == "true":
+        filters.append(BotUser.consent_given == True)
+    elif consent == "false":
+        filters.append(BotUser.consent_given == False)
+
+    count_q = select(func.count(BotUser.id))
+    if filters:
+        count_q = count_q.where(and_(*filters))
+    total = (await db.execute(count_q)).scalar() or 0
+
+    query = select(BotUser).where(*filters).order_by(order).offset((page - 1) * limit).limit(limit)
+    result = await db.execute(query)
+    users = result.scalars().all()
+    return JSONResponse({
+        "total": total,
+        "users": [
+            {"id": u.id, "max_user_id": u.max_user_id, "first_name": u.first_name,
+             "last_name": u.last_name, "phone": u.phone, "email": u.email,
+             "consent_given": u.consent_given, "created_at": u.created_at.isoformat() if u.created_at else ""}
+            for u in users
+        ],
+    })
+
+
+@app.get("/api/bot/analytics")
+async def api_bot_analytics(db: AsyncSession = Depends(get_db),
+                             days: int = Query(30)):
+    from app.models.models import BotConversation, BotUser
+    from datetime import timedelta
+    since = datetime.now() - timedelta(days=days)
+
+    total_consented = await db.execute(
+        select(func.count(BotUser.id)).where(BotUser.consent_given == True))
+    total_convs = await db.execute(
+        select(func.count(BotConversation.id)).where(BotConversation.created_at >= since))
+    open_convs = await db.execute(select(func.count(BotConversation.id)).where(
+        BotConversation.status == "open", BotConversation.created_at >= since))
+    closed_convs = await db.execute(select(func.count(BotConversation.id)).where(
+        BotConversation.status == "closed", BotConversation.created_at >= since))
+
+    return JSONResponse({
+        "total_users": total_consented.scalar(),
+        "conversations_period": total_convs.scalar(),
+        "open_conversations": open_convs.scalar(),
+        "closed_conversations": closed_convs.scalar(),
+        "period_days": days,
+    })
+
+
+@app.post("/api/bot/test-run")
+async def api_bot_test_run(request: Request, db: AsyncSession = Depends(get_db)):
+    body = await request.json()
+    scenario = body.get("scenario", "new_dialog")
+    messages = body.get("messages", [])
+
+    settings = SettingsCache.get_all()
+    features = {k: v.enabled for k, v in SettingsCache.get_enabled_features().items()}
+    categories = [{"id": c.id, "name": c.name} for c in SettingsCache.get_categories()]
+
+    test_api = MaxAPIClient("test_token", test_mode=True)
+    conversation_log = []
+
+    try:
+        from app.fsm import FSM, BotState
+        from app.conversation import get_or_create_user, add_message
+        await SettingsCache.refresh(db)
+
+        mock_user_id = body.get("mock_user_id", 999999999)
+        user = await get_or_create_user(db, mock_user_id)
+        if not user:
+            user = await get_or_create_user(db, mock_user_id)
+        FSM.set_state(mock_user_id, BotState.IDLE)
+
+        if scenario == "new_dialog":
+            update = {
+                "update_type": "bot_started",
+                "user": {"user_id": mock_user_id},
+            }
+            await handle_update(None, update, db, test_api)
+            conversation_log = [{"role": "bot", "text": m["text"]} for m in test_api.test_messages]
+            test_api.test_messages.clear()
+        elif scenario == "out_of_hours":
+            update = {
+                "update_type": "bot_started",
+                "user": {"user_id": mock_user_id},
+            }
+            await handle_update(None, update, db, test_api)
+            conversation_log = [{"role": "bot", "text": m["text"]} for m in test_api.test_messages]
+            test_api.test_messages.clear()
+        elif scenario == "returning":
+            conv = await get_or_create_user(db, mock_user_id)
+            user = await get_or_create_user(db, mock_user_id)
+            from app.conversation import create_conversation
+            from app.models.models import BotConversation
+            existing = await db.execute(
+                select(BotConversation).where(BotConversation.user_id == user.id).order_by(BotConversation.created_at.desc())
+            )
+            if not existing.scalar_one_or_none():
+                await create_conversation(db, user.id, "open", "Test inquiry")
+                await db.commit()
+            update = {
+                "update_type": "bot_started",
+                "user": {"user_id": mock_user_id},
+            }
+            await handle_update(None, update, db, test_api)
+            conversation_log = [{"role": "bot", "text": m["text"]} for m in test_api.test_messages]
+            test_api.test_messages.clear()
+
+        for msg_text in messages:
+            update = {
+                "update_type": "message_created",
+                "user": {"user_id": mock_user_id},
+                "message": {
+                    "body": {"text": msg_text},
+                    "attachments": [],
+                },
+            }
+            await handle_update(None, update, db, test_api)
+            conversation_log.append({"role": "user", "text": msg_text})
+            for bot_msg in test_api.test_messages:
+                conversation_log.append({"role": "bot", "text": bot_msg["text"]})
+            test_api.test_messages.clear()
+
+        await db.rollback()
+        FSM.clear_all()
+
+    except Exception as e:
+        logger.error(f"Test-run error: {e}", exc_info=True)
+        await db.rollback()
+
+    return JSONResponse({
+        "scenario": scenario,
+        "conversation": conversation_log,
+        "settings": settings,
+        "enabled_features": features,
+        "categories": categories,
+    })
+
+
+@app.get("/api/bot/broadcast/recipients")
+async def api_bot_broadcast_recipients(db: AsyncSession = Depends(get_db),
+                                        q: str = Query(None),
+                                        page: int = Query(1), limit: int = Query(200)):
+    from app.models.models import BotUser
+    filters = [BotUser.consent_given == True]
+    if q:
+        like = f"%{q}%"
+        filters.append(
+            BotUser.first_name.ilike(like) |
+            BotUser.last_name.ilike(like) |
+            BotUser.phone.ilike(like) |
+            BotUser.email.ilike(like)
+        )
+    count_q = select(func.count(BotUser.id)).where(and_(*filters))
+    total = (await db.execute(count_q)).scalar() or 0
+    query = select(BotUser).where(and_(*filters)).order_by(BotUser.first_name).offset((page - 1) * limit).limit(limit)
+    result = await db.execute(query)
+    users = result.scalars().all()
+    return JSONResponse({
+        "total": total,
+        "users": [
+            {"id": u.id, "max_user_id": u.max_user_id, "first_name": u.first_name,
+             "last_name": u.last_name, "phone": u.phone, "email": u.email,
+             "consent_given": u.consent_given, "created_at": u.created_at.isoformat() if u.created_at else ""}
+            for u in users
+        ],
+    })
+
+
+@app.post("/api/bot/broadcast")
+async def api_bot_broadcast(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotBroadcast, BotUser
+    body = await request.json()
+    text = body.get("text", "")
+    if not text:
+        return JSONResponse({"error": "Text is required"}, status_code=400)
+
+    action = body.get("action", "send")
+    user_ids = body.get("user_ids", None)  # None or [] = all consenting users
+    draft_id = body.get("draft_id")
+
+    # Build recipient list: only consenting users
+    filters = [BotUser.consent_given == True]
+    if user_ids is not None and len(user_ids) > 0:
+        filters.append(BotUser.max_user_id.in_(user_ids))
+
+    result = await db.execute(select(BotUser.max_user_id, BotUser.first_name, BotUser.last_name).where(and_(*filters)))
+    recipients = result.all()
+    recipient_ids = [r[0] for r in recipients]
+    recipient_names = [f"{r[1]} {r[2]}".strip() or f"id{r[0]}" for r in recipients]
+
+    if action == "preview":
+        # Create or reuse draft
+        if draft_id:
+            result = await db.execute(select(BotBroadcast).where(BotBroadcast.id == draft_id))
+            broadcast = result.scalar_one_or_none()
+            if not broadcast:
+                return JSONResponse({"error": "Draft not found"}, status_code=404)
+            broadcast.text = text
+            broadcast.recipient_count = len(recipient_ids)
+            broadcast.recipient_ids = recipient_ids
+        else:
+            broadcast = BotBroadcast(text=text, recipient_count=len(recipient_ids),
+                                     recipient_ids=recipient_ids, status="draft")
+            db.add(broadcast)
+        await db.commit()
+        return JSONResponse({
+            "draft_id": broadcast.id,
+            "text": text,
+            "recipient_count": len(recipient_ids),
+            "recipients": recipient_names,
+        })
+
+    # action == "send"
+    if draft_id:
+        result = await db.execute(select(BotBroadcast).where(BotBroadcast.id == draft_id))
+        broadcast = result.scalar_one_or_none()
+        if broadcast:
+            broadcast.text = text
+            broadcast.recipient_count = len(recipient_ids)
+            broadcast.recipient_ids = recipient_ids
+            broadcast.status = "sent"
+            broadcast.sent_at = datetime.now()
+        else:
+            return JSONResponse({"error": "Draft not found"}, status_code=404)
+    else:
+        broadcast = BotBroadcast(text=text, recipient_count=len(recipient_ids),
+                                 recipient_ids=recipient_ids, status="sent", sent_at=datetime.now())
+        db.add(broadcast)
+    await db.commit()
+
+    sent_count = 0
+    if max_api:
+        for uid in recipient_ids:
+            try:
+                await max_api.send_message(uid, text, format="markdown")
+                sent_count += 1
+            except Exception:
+                pass
+
+    return JSONResponse({"ok": True, "sent_to": sent_count, "total_recipients": len(recipient_ids)})
+
+
+@app.get("/api/bot/broadcast/history")
+async def api_bot_broadcast_history(db: AsyncSession = Depends(get_db),
+                                     page: int = Query(1), limit: int = Query(20)):
+    from app.models.models import BotBroadcast
+    count_q = select(func.count(BotBroadcast.id)).where(BotBroadcast.status == "sent")
+    total = (await db.execute(count_q)).scalar() or 0
+    query = select(BotBroadcast).where(BotBroadcast.status == "sent").order_by(
+        BotBroadcast.sent_at.desc()).offset((page - 1) * limit).limit(limit)
+    result = await db.execute(query)
+    broadcasts = result.scalars().all()
+    return JSONResponse({
+        "total": total,
+        "broadcasts": [
+            {"id": b.id, "text": b.text[:200], "recipient_count": b.recipient_count,
+             "sent_at": b.sent_at.isoformat() if b.sent_at else ""}
+            for b in broadcasts
+        ],
+    })
+
+
+# ===================== Risk Questions API =====================
+
+@app.get("/api/bot/risk-questions")
+async def api_bot_risk_questions(db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotRiskQuestion
+    result = await db.execute(
+        select(BotRiskQuestion).order_by(BotRiskQuestion.sort_order)
+    )
+    questions = result.scalars().all()
+    return JSONResponse([
+        {
+            "id": q.id, "question_key": q.question_key,
+            "question": q.question, "weight": q.weight,
+            "sort_order": q.sort_order, "is_active": q.is_active,
+        }
+        for q in questions
+    ])
+
+
+@app.post("/api/bot/risk-questions/create")
+async def api_bot_risk_questions_create(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotRiskQuestion
+    body = await request.json()
+    q = BotRiskQuestion(
+        question_key=body["question_key"],
+        question=body["question"],
+        weight=int(body.get("weight", 10)),
+        sort_order=int(body.get("sort_order", 0)),
+        is_active=body.get("is_active", True),
+    )
+    db.add(q)
+    await db.commit()
+    return JSONResponse({"ok": True, "id": q.id})
+
+
+@app.post("/api/bot/risk-questions/edit")
+async def api_bot_risk_questions_edit(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotRiskQuestion
+    body = await request.json()
+    qid = body.get("id")
+    if not qid:
+        return JSONResponse({"ok": False, "error": "id required"}, status_code=400)
+    q = await db.get(BotRiskQuestion, int(qid))
+    if not q:
+        return JSONResponse({"ok": False, "error": "Not found"}, status_code=404)
+    if "question_key" in body:
+        q.question_key = body["question_key"]
+    if "question" in body:
+        q.question = body["question"]
+    if "weight" in body:
+        q.weight = int(body["weight"])
+    if "sort_order" in body:
+        q.sort_order = int(body["sort_order"])
+    if "is_active" in body:
+        q.is_active = body["is_active"]
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/risk-questions/toggle")
+async def api_bot_risk_questions_toggle(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotRiskQuestion
+    body = await request.json()
+    q = await db.get(BotRiskQuestion, int(body["id"]))
+    if not q:
+        return JSONResponse({"ok": False, "error": "Not found"}, status_code=404)
+    q.is_active = not q.is_active
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/risk-questions/delete")
+async def api_bot_risk_questions_delete(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotRiskQuestion
+    body = await request.json()
+    q = await db.get(BotRiskQuestion, int(body["id"]))
+    if not q:
+        return JSONResponse({"ok": False, "error": "Not found"}, status_code=404)
+    await db.delete(q)
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+# ===================== Tickets API =====================
+
+@app.get("/api/bot/tickets")
+async def api_bot_tickets(db: AsyncSession = Depends(get_db),
+                           status: str = Query(None),
+                           priority: str = Query(None)):
+    from app.models.models import BotTicket, BotUser
+    query = select(BotTicket, BotUser.first_name, BotUser.last_name).join(
+        BotUser, BotTicket.user_id == BotUser.id, isouter=True
+    )
+    if status:
+        query = query.where(BotTicket.status == status)
+    if priority:
+        query = query.where(BotTicket.priority == priority)
+    query = query.order_by(BotTicket.created_at.desc())
+    result = await db.execute(query)
+    rows = result.all()
+    return JSONResponse([
+        {
+            "id": t.id, "ticket_number": t.ticket_number,
+            "title": t.title, "description": t.description[:200],
+            "priority": t.priority, "status": t.status,
+            "user_name": f"{fn or ''} {ln or ''}".strip() if fn else None,
+            "object_name": None,
+            "created_at": t.created_at.isoformat() if t.created_at else "",
+        }
+        for t, fn, ln in rows
+    ])
+
+
+@app.get("/api/bot/tickets/{ticket_id}")
+async def api_bot_ticket_get(ticket_id: int, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotTicket, BotUser, BotTicketMessage
+    t = await db.get(BotTicket, ticket_id)
+    if not t:
+        return JSONResponse({"error": "Not found"}, status_code=404)
+    user = await db.get(BotUser, t.user_id) if t.user_id else None
+    result = await db.execute(
+        select(BotTicketMessage).where(BotTicketMessage.ticket_id == ticket_id)
+        .order_by(BotTicketMessage.created_at)
+    )
+    messages = result.scalars().all()
+    return JSONResponse({
+        "id": t.id, "ticket_number": t.ticket_number,
+        "title": t.title, "description": t.description,
+        "priority": t.priority, "status": t.status,
+        "user_name": f"{user.first_name} {user.last_name}".strip() if user else None,
+        "object_name": None,
+        "created_at": t.created_at.isoformat() if t.created_at else "",
+        "messages": [
+            {"id": m.id, "direction": m.direction, "text": m.text,
+             "sender": m.sender,
+             "timestamp": m.created_at.isoformat() if m.created_at else ""}
+            for m in messages
+        ],
+    })
+
+
+@app.post("/api/bot/tickets/create")
+async def api_bot_tickets_create(request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotTicket, BotTicketMessage, BotTicketStatus
+    from sqlalchemy import func
+    body = await request.json()
+    count = (await db.execute(select(func.count(BotTicket.id)))).scalar() or 0
+    ticket_num = f"T-{count + 1:04d}"
+    t = BotTicket(
+        ticket_number=ticket_num,
+        title=body.get("title", ""),
+        description=body.get("description", ""),
+        priority=body.get("priority", "normal"),
+        status="open",
+        created_by=body.get("created_by", "portal"),
+    )
+    db.add(t)
+    await db.flush()
+    db.add(BotTicketMessage(ticket_id=t.id, direction="in", text=body.get("description", ""), sender="client"))
+    db.add(BotTicketStatus(ticket_id=t.id, old_status="", new_status="open", changed_by="portal"))
+    await db.commit()
+    return JSONResponse({"ok": True, "id": t.id, "ticket_number": ticket_num})
+
+
+@app.post("/api/bot/tickets/{ticket_id}/message")
+async def api_bot_tickets_message(ticket_id: int, request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotTicketMessage
+    body = await request.json()
+    m = BotTicketMessage(
+        ticket_id=ticket_id,
+        direction=body.get("direction", "in"),
+        text=body.get("text", ""),
+        sender=body.get("sender", ""),
+    )
+    db.add(m)
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/tickets/{ticket_id}/status")
+async def api_bot_tickets_status(ticket_id: int, request: Request, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotTicket, BotTicketStatus
+    body = await request.json()
+    t = await db.get(BotTicket, ticket_id)
+    if not t:
+        return JSONResponse({"ok": False, "error": "Not found"}, status_code=404)
+    old = t.status
+    new_status = body.get("status", old)
+    db.add(BotTicketStatus(ticket_id=t.id, old_status=old, new_status=new_status, changed_by="portal"))
+    t.status = new_status
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/engineers")
+async def api_bot_engineers(db: AsyncSession = Depends(get_db)):
+    from app.models.models import User
+    result = await db.execute(
+        select(User.id, User.full_name).where(
+            User.is_active == True,
+            User.role.in_(["engineer", "owner"])
+        ).order_by(User.full_name)
+    )
+    return JSONResponse([{"id": row[0], "full_name": row[1]} for row in result.fetchall()])
+
+
+@app.get("/api/bot/handoffs")
+async def api_bot_handoffs(db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotConversation, BotUser
+    query = (
+        select(BotConversation, BotUser.first_name, BotUser.max_user_id)
+        .join(BotUser)
+        .where(BotConversation.status == "handoff")
+        .order_by(BotConversation.created_at.desc())
+    )
+    result = await db.execute(query)
+    rows = result.all()
+    return JSONResponse([
+        {
+            "id": c.id, "user_name": fn, "max_user_id": muid,
+            "text": c.inquiry_text[:200] if c.inquiry_text else "",
+            "status": c.status, "priority": c.priority,
+            "created_at": c.created_at.isoformat() if c.created_at else "",
+        }
+        for c, fn, muid in rows
+    ])
+
+
+@app.post("/api/bot/handoffs/{handoff_id}/take")
+async def api_bot_handoff_take(handoff_id: int, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotConversation
+    conv = await db.get(BotConversation, handoff_id)
+    if not conv or conv.status != "handoff":
+        return JSONResponse({"ok": False, "error": "Not found or not handoff"}, status_code=404)
+    conv.status = "open"
+    conv.priority = "normal"
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.post("/api/bot/handoffs/{handoff_id}/close")
+async def api_bot_handoff_close(handoff_id: int, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotConversation
+    from datetime import datetime
+    conv = await db.get(BotConversation, handoff_id)
+    if not conv or conv.status != "handoff":
+        return JSONResponse({"ok": False, "error": "Not found or not handoff"}, status_code=404)
+    conv.status = "closed"
+    conv.closed_at = datetime.now()
+    await db.commit()
+    return JSONResponse({"ok": True})
+
+
+@app.get("/api/bot/notifications")
+async def api_bot_notifications(db: AsyncSession = Depends(get_db),
+                                page: int = Query(1), limit: int = Query(50)):
+    from app.models.models import BotNotification
+    count_q = select(func.count(BotNotification.id))
+    total = (await db.execute(count_q)).scalar() or 0
+    query = (
+        select(BotNotification)
+        .order_by(BotNotification.created_at.desc())
+        .offset((page - 1) * limit).limit(limit)
+    )
+    result = await db.execute(query)
+    notifications = result.scalars().all()
+    return JSONResponse({
+        "total": total,
+        "notifications": [
+            {
+                "id": n.id, "type": n.type, "recipient_type": n.recipient_type,
+                "title": n.title, "body": n.body[:200],
+                "is_read": n.is_read,
+                "created_at": n.created_at.isoformat() if n.created_at else "",
+            }
+            for n in notifications
+        ],
+    })
+
+
+@app.post("/api/bot/notifications/{notif_id}/read")
+async def api_bot_notification_read(notif_id: int, db: AsyncSession = Depends(get_db)):
+    from app.models.models import BotNotification
+    n = await db.get(BotNotification, notif_id)
+    if not n:
+        return JSONResponse({"ok": False, "error": "Not found"}, status_code=404)
+    n.is_read = True
+    await db.commit()
+    return JSONResponse({"ok": True})

max_bot/app/max_api.py

@@ -0,0 +1,159 @@
+import os
+import re
+import hmac
+import hashlib
+import logging
+from datetime import datetime
+from typing import Optional
+
+import aiohttp
+
+logger = logging.getLogger(__name__)
+
+MAX_API_URL = "https://platform-api.max.ru"
+
+
+class MaxAPIClient:
+    def __init__(self, token: str, test_mode: bool = False):
+        self.token = token
+        self.test_mode = test_mode
+        self._session: Optional[aiohttp.ClientSession] = None
+        self.test_messages: list = []
+
+    async def _get_session(self) -> aiohttp.ClientSession:
+        if self._session is None or self._session.closed:
+            self._session = aiohttp.ClientSession()
+        return self._session
+
+    async def close(self):
+        if self._session and not self._session.closed:
+            await self._session.close()
+
+    def _headers(self) -> dict:
+        return {"Authorization": self.token, "Content-Type": "application/json"}
+
+    async def _request(self, method: str, path: str, **kwargs) -> dict:
+        if self.test_mode:
+            logger.info(f"[TEST_MODE] {method} {path} kwargs={kwargs}")
+            return {"ok": True, "test_mode": True}
+        session = await self._get_session()
+        url = f"{MAX_API_URL}{path}"
+        async with session.request(method, url, headers=self._headers(), **kwargs) as resp:
+            if resp.status >= 400:
+                body = await resp.text()
+                logger.error(f"Max API error {resp.status}: {body}")
+            resp.raise_for_status()
+            return await resp.json()
+
+    async def get_me(self) -> dict:
+        return await self._request("GET", "/me")
+
+    async def send_message(self, user_id: int = None, chat_id: int = None, text: str = "",
+                           attachments: list = None, format: str = None,
+                           disable_link_preview: bool = False, notify: bool = True) -> dict:
+        body = {"text": text}
+        if attachments:
+            body["attachments"] = attachments
+        if format:
+            body["format"] = format
+        if not disable_link_preview:
+            body["disable_link_preview"] = False
+        if not notify:
+            body["notify"] = False
+
+        params = {}
+        if user_id:
+            params["user_id"] = user_id
+        if chat_id:
+            params["chat_id"] = chat_id
+
+        if self.test_mode:
+            msg = {"role": "bot", "text": text, "format": format}
+            if attachments:
+                msg["attachments"] = attachments
+            self.test_messages.append(msg)
+        return await self._request("POST", "/messages", json=body, params=params)
+
+    async def send_message_with_keyboard(self, user_id: int, text: str, buttons: list,
+                                         format: str = None) -> dict:
+        attachments = [{
+            "type": "inline_keyboard",
+            "payload": {"buttons": buttons}
+        }]
+        return await self.send_message(user_id=user_id, text=text, attachments=attachments, format=format)
+
+    async def edit_message(self, message_id: int, text: str, attachments: list = None) -> dict:
+        body = {"text": text}
+        if attachments:
+            body["attachments"] = attachments
+        return await self._request("PUT", f"/messages/{message_id}", json=body)
+
+    async def get_message(self, message_id: int) -> dict:
+        return await self._request("GET", f"/messages/{message_id}")
+
+    async def get_messages(self, user_id: int = None, chat_id: int = None, limit: int = 10) -> dict:
+        params = {"limit": limit}
+        if user_id:
+            params["user_id"] = user_id
+        if chat_id:
+            params["chat_id"] = chat_id
+        return await self._request("GET", "/messages", params=params)
+
+    async def answer_callback(self, callback_id: str, text: str = "", show_alert: bool = False) -> dict:
+        body = {"callback_id": callback_id}
+        if text:
+            body["text"] = text
+        if show_alert:
+            body["show_alert"] = True
+        return await self._request("POST", "/answers", json=body)
+
+    async def subscribe_webhook(self, url: str, update_types: list = None, secret: str = None) -> dict:
+        body = {"url": url}
+        if update_types:
+            body["update_types"] = update_types
+        if secret:
+            body["secret"] = secret
+        return await self._request("POST", "/subscriptions", json=body)
+
+    async def get_subscriptions(self) -> dict:
+        return await self._request("GET", "/subscriptions")
+
+    async def unsubscribe_webhook(self) -> dict:
+        return await self._request("DELETE", "/subscriptions")
+
+    async def upload_file(self, file_path: str) -> dict:
+        session = await self._get_session()
+        url = f"{MAX_API_URL}/uploads"
+        with open(file_path, "rb") as f:
+            data = aiohttp.FormData()
+            data.add_field("file", f, filename=os.path.basename(file_path))
+            async with session.post(url, headers={"Authorization": self.token}, data=data) as resp:
+                resp.raise_for_status()
+                return await resp.json()
+
+    def verify_webhook_secret(self, header_value: str, expected_secret: str) -> bool:
+        if not expected_secret:
+            return True
+        return hmac.compare_digest(header_value, expected_secret)
+
+    async def send_file(self, user_id: int, file_path: str, caption: str = "") -> dict:
+        upload = await self.upload_file(file_path)
+        file_id = upload.get("file_id", "")
+        body = {"text": caption, "attachments": [{"type": "file", "payload": {"file_id": file_id}}]}
+        return await self._request("POST", "/messages", json=body, params={"user_id": user_id})
+
+    async def get_file_url(self, file_id: str) -> str:
+        resp = await self._request("GET", f"/uploads/{file_id}")
+        return resp.get("url", "")
+
+    async def send_contact_request(self, user_id: int, text: str = "Пожалуйста, отправьте ваш контакт") -> dict:
+        attachments = [{
+            "type": "contact_request",
+            "payload": {"text": text}
+        }]
+        return await self.send_message(user_id=user_id, text=text, attachments=attachments)
+
+    def verify_contact_hash(self, vcf_info: str, access_token: str, expected_hash: str) -> bool:
+        vcf_normalized = vcf_info.replace("\\r\\n", "\r\n")
+        computed = hmac.new(access_token.encode(), vcf_normalized.encode(), hashlib.sha256).hexdigest()
+        return hmac.compare_digest(computed, expected_hash)

max_bot/app/max_notifications.py

@@ -0,0 +1,148 @@
+from datetime import datetime
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+from app.models.models import (
+    BotNotification, BotNotificationSubscription, BotUser,
+)
+from app.settings_cache import SettingsCache
+
+try:
+    from app.models.models import User
+except ImportError:
+    User = None
+
+
+async def _get_max_user_id_by_role(db: AsyncSession, role: str) -> int | None:
+    if User is None:
+        return None
+    result = await db.execute(
+        select(User.max_user_id).where(
+            User.role == role, User.is_active == True,
+            User.max_user_id.isnot(None)
+        ).limit(1)
+    )
+    return result.scalar_one_or_none()
+
+
+async def _get_user_max_ids_by_role(db: AsyncSession, role: str) -> list[int]:
+    if User is None:
+        return []
+    result = await db.execute(
+        select(User.max_user_id).where(
+            User.role == role, User.is_active == True,
+            User.max_user_id.isnot(None)
+        )
+    )
+    return [row[0] for row in result.fetchall() if row[0]]
+
+
+async def _log_notification(db: AsyncSession, ntype: str, recipient_type: str,
+                             recipient_max_user_id: int | None, title: str, body: str,
+                             related_type: str = "", related_id: int | None = None):
+    n = BotNotification(
+        type=ntype, recipient_type=recipient_type,
+        recipient_max_user_id=recipient_max_user_id,
+        title=title, body=body,
+        related_type=related_type, related_id=related_id
+    )
+    db.add(n)
+    await db.flush()
+    return n
+
+
+async def notify_operator(db: AsyncSession, max_api, text: str, title: str = "",
+                           related_type: str = "", related_id: int | None = None):
+    max_ids = await _get_user_max_ids_by_role(db, "owner")
+    sent_count = 0
+    for mid in max_ids:
+        try:
+            await max_api.send_message(user_id=mid, text=text, format="markdown")
+            sent_count += 1
+        except Exception:
+            pass
+    await _log_notification(
+        db, "operator_alert", "operator", max_ids[0] if max_ids else None,
+        title or "Уведомление оператору", text,
+        related_type, related_id
+    )
+    return sent_count
+
+
+async def notify_level2(db: AsyncSession, max_api, text: str, title: str = "",
+                         related_type: str = "", related_id: int | None = None):
+    max_ids = await _get_user_max_ids_by_role(db, "engineer")
+    sent_count = 0
+    for mid in max_ids:
+        try:
+            await max_api.send_message(user_id=mid, text=text, format="markdown")
+            sent_count += 1
+        except Exception:
+            pass
+    await _log_notification(
+        db, "level2_alert", "level2", max_ids[0] if max_ids else None,
+        title or "Уведомление инженеру", text,
+        related_type, related_id
+    )
+    return sent_count
+
+
+async def notify_client_status_change(db: AsyncSession, max_api,
+                                       bot_user: BotUser, conv_id: int,
+                                       new_status: str):
+    text = f"Статус вашего обращения №{conv_id} изменён на «{new_status}»."
+    try:
+        await max_api.send_message(user_id=bot_user.max_user_id, text=text, format="markdown")
+    except Exception:
+        pass
+    await _log_notification(
+        db, "status_change", "client", bot_user.max_user_id,
+        "Статус обращения", text, "conversation", conv_id
+    )
+
+
+async def notify_ticket_created(db: AsyncSession, ticket, max_api):
+    ticket_text = (
+        f"🆕 **Новый тикет {ticket.ticket_number}**\n"
+        f"Приоритет: {ticket.priority}\n"
+        f"Описание: {ticket.description[:200]}\n"
+        f"Обращение №{ticket.id}"
+    )
+    await notify_level2(
+        db, max_api, ticket_text,
+        title=f"Тикет {ticket.ticket_number}",
+        related_type="ticket", related_id=ticket.id
+    )
+
+
+async def notify_handoff_escalation(db: AsyncSession, max_api,
+                                     bot_user: BotUser, conv_id: int,
+                                     text: str = ""):
+    msg = (
+        f"🔴 **Эскалация оператору**\n"
+        f"Пользователь: {bot_user.first_name or '—'} (ID {bot_user.max_user_id})\n"
+        f"Обращение №{conv_id}\n"
+        f"Текст: {text[:200] if text else '—'}"
+    )
+    await notify_operator(
+        db, max_api, msg,
+        title="Эскалация",
+        related_type="conversation", related_id=conv_id
+    )
+
+
+async def get_subscribed_users(db: AsyncSession, notify_type: str = "broadcast") -> list[BotUser]:
+    col_map = {
+        "broadcast": BotNotificationSubscription.notify_on_broadcast,
+        "status_change": BotNotificationSubscription.notify_on_status_change,
+        "reply": BotNotificationSubscription.notify_on_reply,
+    }
+    col = col_map.get(notify_type)
+    if col is None:
+        return []
+    result = await db.execute(
+        select(BotUser).join(
+            BotNotificationSubscription,
+            BotNotificationSubscription.user_id == BotUser.id
+        ).where(col == True)
+    )
+    return list(result.scalars().all())

max_bot/app/models/models.py

@@ -0,0 +1,350 @@
+from datetime import datetime
+from sqlalchemy import (
+    Column, Integer, String, Boolean, Text, DateTime, BigInteger, SmallInteger, JSON, ForeignKey, CheckConstraint, text as sa_text
+)
+from sqlalchemy.orm import relationship, declarative_base
+
+Base = declarative_base()
+
+
+class BotUser(Base):
+    __tablename__ = "bot_users"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    max_user_id = Column(BigInteger, unique=True, nullable=False)
+    first_name = Column(String(255), default="")
+    last_name = Column(String(255), default="")
+    username = Column(String(255), default="")
+    phone = Column(String(50), default="")
+    email = Column(String(255), default="")
+    consent_given = Column(Boolean, nullable=False, default=False)
+    consent_timestamp = Column(DateTime, nullable=True)
+    consent_method = Column(String(50), default="")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+    last_active_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+    conversations = relationship("BotConversation", back_populates="user")
+    consent_logs = relationship("BotConsentLog", back_populates="user")
+    notification_subscriptions = relationship("BotNotificationSubscription", back_populates="user", uselist=False)
+
+
+class BotConversation(Base):
+    __tablename__ = "bot_conversations"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    user_id = Column(Integer, ForeignKey("bot_users.id", ondelete="CASCADE"), nullable=False)
+    status = Column(String(20), nullable=False, default="open")
+    inquiry_type = Column(Integer, ForeignKey("bot_categories.id", ondelete="SET NULL"), nullable=True)
+    inquiry_text = Column(Text, default="")
+    priority = Column(String(20), default="normal")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+    closed_at = Column(DateTime, nullable=True)
+    assigned_to = Column(String(255), default="")
+    has_attachment = Column(Boolean, default=False)
+    attachment_type = Column(String(50), default="")
+    attachment_path = Column(String(500), default="")
+
+    __table_args__ = (
+        CheckConstraint("status IN ('open','closed','handoff','1c_sent','awaiting_rating')", name="ck_bot_conv_status"),
+        CheckConstraint("priority IN ('low','normal','high','urgent')", name="ck_bot_conv_priority"),
+    )
+
+    user = relationship("BotUser", back_populates="conversations")
+    category = relationship("BotCategory", back_populates="conversations")
+    messages = relationship("BotMessage", back_populates="conversation", order_by="BotMessage.timestamp")
+    sync_log = relationship("Bot1CSyncLog", back_populates="conversation")
+
+
+class BotMessage(Base):
+    __tablename__ = "bot_messages"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    conversation_id = Column(Integer, ForeignKey("bot_conversations.id", ondelete="CASCADE"), nullable=False)
+    direction = Column(String(3), nullable=False)
+    text = Column(Text, default="")
+    has_attachment = Column(Boolean, default=False)
+    attachment_type = Column(String(50), default="")
+    attachment_path = Column(String(500), default="")
+    max_message_id = Column(BigInteger, nullable=True)
+    timestamp = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+    __table_args__ = (
+        CheckConstraint("direction IN ('in','out')", name="ck_bot_msg_direction"),
+    )
+
+    conversation = relationship("BotConversation", back_populates="messages")
+
+
+class BotConsentLog(Base):
+    __tablename__ = "bot_consent_logs"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    user_id = Column(Integer, ForeignKey("bot_users.id", ondelete="CASCADE"), nullable=False)
+    action = Column(String(20), nullable=False)
+    timestamp = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+    method = Column(String(50), default="")
+    ip_address = Column(String(45), default="")
+
+    __table_args__ = (
+        CheckConstraint("action IN ('given','revoked')", name="ck_bot_consent_action"),
+    )
+
+    user = relationship("BotUser", back_populates="consent_logs")
+
+
+class Bot1CSyncLog(Base):
+    __tablename__ = "bot_1c_sync_log"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    conversation_id = Column(Integer, ForeignKey("bot_conversations.id", ondelete="CASCADE"), nullable=False)
+    status = Column(String(20), nullable=False, default="pending")
+    request_payload = Column(Text, default="")
+    response_payload = Column(Text, default="")
+    sent_at = Column(DateTime, nullable=True)
+    confirmed_at = Column(DateTime, nullable=True)
+
+    __table_args__ = (
+        CheckConstraint("status IN ('pending','sent','confirmed','error')", name="ck_bot_1c_status"),
+    )
+
+    conversation = relationship("BotConversation", back_populates="sync_log")
+
+
+class BotKnowledgeBase(Base):
+    __tablename__ = "bot_knowledge_base"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    question = Column(String(500), nullable=False)
+    answer = Column(Text, nullable=False)
+    category = Column(String(100), default="")
+    keywords = Column(JSON, default=list)
+    active = Column(Boolean, nullable=False, default=True)
+    sort_order = Column(Integer, default=0)
+
+
+class BotCategory(Base):
+    __tablename__ = "bot_categories"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    name = Column(String(100), nullable=False)
+    description = Column(String(500), default="")
+    active = Column(Boolean, nullable=False, default=True)
+    sort_order = Column(Integer, default=0)
+    icon_emoji = Column(String(10), default="📋")
+    keywords = Column(JSON, default=list)
+
+    conversations = relationship("BotConversation", back_populates="category")
+
+
+class BotSetting(Base):
+    __tablename__ = "bot_settings"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    key = Column(String(100), unique=True, nullable=False)
+    value = Column(Text, default="")
+    description = Column(String(500), default="")
+
+
+class BotFeature(Base):
+    __tablename__ = "bot_features"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    feature_key = Column(String(100), unique=True, nullable=False)
+    name = Column(String(100), nullable=False)
+    description = Column(String(500), default="")
+    enabled = Column(Boolean, nullable=False, default=False)
+    sort_order = Column(Integer, default=0)
+
+
+class BotResponseTemplate(Base):
+    __tablename__ = "bot_response_templates"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    template_key = Column(String(100), unique=True, nullable=False)
+    template_text = Column(Text, nullable=False)
+    description = Column(String(500), default="")
+    variables = Column(JSON, default=list)
+
+
+class FileSyncQueue(Base):
+    __tablename__ = "file_sync_queue"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    local_path = Column(String(500), nullable=False)
+    remote_path = Column(String(500), default="")
+    entity_type = Column(String(50), nullable=False)
+    entity_id = Column(Integer, nullable=False)
+    status = Column(String(20), nullable=False, default="pending")
+    error = Column(Text, default="")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+    __table_args__ = (
+        CheckConstraint("status IN ('pending','uploading','synced','error')", name="ck_file_sync_status"),
+    )
+
+
+class BotBroadcast(Base):
+    __tablename__ = "bot_broadcasts"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    text = Column(Text, nullable=False)
+    sent_at = Column(DateTime, nullable=True)
+    sent_by = Column(Integer, nullable=True)
+    recipient_count = Column(Integer, default=0)
+    recipient_ids = Column(JSON, default=list)
+    status = Column(String(20), default="draft")
+
+    __table_args__ = (
+        CheckConstraint("status IN ('draft','sent','failed')", name="ck_bot_broadcast_status"),
+    )
+
+
+class BotNotification(Base):
+    __tablename__ = "bot_notifications"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    type = Column(String(50), nullable=False)
+    recipient_type = Column(String(20), nullable=False)
+    recipient_max_user_id = Column(BigInteger, nullable=True)
+    title = Column(String(255), default="")
+    body = Column(Text, default="")
+    related_type = Column(String(50), default="")
+    related_id = Column(Integer, nullable=True)
+    is_read = Column(Boolean, nullable=False, default=False)
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+    __table_args__ = (
+        CheckConstraint("recipient_type IN ('operator','level2','client')", name="ck_bot_notif_recipient"),
+    )
+
+
+class BotNotificationSubscription(Base):
+    __tablename__ = "bot_notification_subscriptions"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    user_id = Column(Integer, ForeignKey("bot_users.id", ondelete="CASCADE"), nullable=False)
+    notify_on_status_change = Column(Boolean, nullable=False, default=False)
+    notify_on_reply = Column(Boolean, nullable=False, default=False)
+    notify_on_broadcast = Column(Boolean, nullable=False, default=False)
+
+    user = relationship("BotUser", back_populates="notification_subscriptions")
+
+
+class Customer(Base):
+    __tablename__ = "customers"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    name = Column(String(255), nullable=False)
+    contact_phone = Column(String(50), default="")
+
+
+class Object(Base):
+    __tablename__ = "objects"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    customer_id = Column(Integer, ForeignKey("customers.id", ondelete="SET NULL"), nullable=True)
+    name = Column(String(255), nullable=False)
+    status = Column(String(20), nullable=False, default="active")
+    risk_score = Column(Integer, default=0)
+
+
+class SLAContract(Base):
+    __tablename__ = "sla_contracts"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    object_id = Column(Integer, ForeignKey("objects.id", ondelete="CASCADE"), nullable=False)
+    status = Column(String(20), nullable=False, default="negotiation")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+    service_level = Column(String(20), default="start")
+    sla_price_monthly = Column(Integer, default=0)
+
+
+class Task(Base):
+    __tablename__ = "tasks"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    object_id = Column(Integer, ForeignKey("objects.id", ondelete="CASCADE"), nullable=False)
+    status = Column(String(20), nullable=False, default="open")
+
+
+class Incident(Base):
+    __tablename__ = "incidents"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    object_id = Column(Integer, ForeignKey("objects.id", ondelete="CASCADE"), nullable=False)
+    status = Column(String(20), nullable=False, default="open")
+    created_at = Column(DateTime, nullable=False, server_default="NOW()")
+    title = Column(String(500), default="")
+    description = Column(Text, default="")
+    severity = Column(String(4), nullable=False, default="P3")
+    reported_by = Column(Integer, ForeignKey("users.id", ondelete="SET NULL"), nullable=True)
+
+
+class User(Base):
+    __tablename__ = "users"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    login = Column(String(50), default="")
+    full_name = Column(String(255), default="")
+    role = Column(String(20), nullable=False, default="technician")
+    is_active = Column(Boolean, nullable=False, default=True)
+    max_user_id = Column(BigInteger, nullable=True)
+
+
+class BotRiskQuestion(Base):
+    __tablename__ = "bot_risk_questions"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    question_key = Column(String(100), unique=True, nullable=False)
+    question = Column(String(500), nullable=False)
+    weight = Column(Integer, nullable=False, default=10)
+    sort_order = Column(Integer, default=0)
+    is_active = Column(Boolean, nullable=False, default=True)
+
+
+class BotTicket(Base):
+    __tablename__ = "bot_tickets"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    ticket_number = Column(String(20), unique=True, nullable=False)
+    user_id = Column(Integer, ForeignKey("bot_users.id", ondelete="SET NULL"), nullable=True)
+    object_id = Column(Integer, nullable=True)
+    customer_id = Column(Integer, nullable=True)
+    title = Column(String(255), nullable=False)
+    description = Column(Text, default="")
+    priority = Column(String(20), default="normal")
+    status = Column(String(20), nullable=False, default="open")
+    created_by = Column(String(20), default="bot")
+    sla_contract_id = Column(Integer, nullable=True)
+    has_attachment = Column(Boolean, default=False)
+    attachment_type = Column(String(50), default="")
+    attachment_path = Column(String(500), default="")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+    updated_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+    __table_args__ = (
+        CheckConstraint("priority IN ('low','normal','high','urgent')", name="ck_bot_ticket_priority"),
+        CheckConstraint("status IN ('open','in_progress','resolved','closed')", name="ck_bot_ticket_status"),
+    )
+
+
+class BotTicketMessage(Base):
+    __tablename__ = "bot_ticket_messages"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    ticket_id = Column(Integer, ForeignKey("bot_tickets.id", ondelete="CASCADE"), nullable=False)
+    direction = Column(String(10), nullable=False)
+    text = Column(Text, default="")
+    sender = Column(String(50), default="")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))
+
+
+class BotTicketStatus(Base):
+    __tablename__ = "bot_ticket_statuses"
+
+    id = Column(Integer, primary_key=True, autoincrement=True)
+    ticket_id = Column(Integer, ForeignKey("bot_tickets.id", ondelete="CASCADE"), nullable=False)
+    old_status = Column(String(20), default="")
+    new_status = Column(String(20), nullable=False)
+    changed_by = Column(String(50), default="")
+    created_at = Column(DateTime, nullable=False, server_default=sa_text("CURRENT_TIMESTAMP"))

max_bot/app/settings_cache.py

@@ -0,0 +1,129 @@
+import time
+from typing import Optional
+from sqlalchemy import select
+from sqlalchemy.ext.asyncio import AsyncSession
+from app.models.models import BotSetting, BotFeature, BotResponseTemplate, BotCategory
+
+
+class SettingsCache:
+    _cache: dict = {}
+    _features: dict = {}
+    _templates: dict = {}
+    _categories: list = []
+    _last_update: float = 0
+    TTL = 300  # 5 minutes
+
+    @classmethod
+    async def refresh(cls, db: AsyncSession):
+        now = time.time()
+        if now - cls._last_update < cls.TTL and cls._cache:
+            return
+
+        result = await db.execute(select(BotSetting))
+        cls._cache = {row.key: row.value for row in result.scalars().all()}
+
+        result = await db.execute(select(BotFeature).where(BotFeature.enabled == True))
+        cls._features = {row.feature_key: row for row in result.scalars().all()}
+
+        result = await db.execute(select(BotFeature))
+        all_features = {row.feature_key: row for row in result.scalars().all()}
+
+        result = await db.execute(select(BotResponseTemplate))
+        cls._templates = {row.template_key: row.template_text for row in result.scalars().all()}
+
+        result = await db.execute(
+            select(BotCategory).where(BotCategory.active == True).order_by(BotCategory.sort_order)
+        )
+        cls._categories = result.scalars().all()
+
+        cls._last_update = now
+
+    @classmethod
+    def get(cls, key: str, default: str = "") -> str:
+        return cls._cache.get(key, default)
+
+    @classmethod
+    def get_int(cls, key: str, default: int = 0) -> int:
+        val = cls._cache.get(key, str(default))
+        try:
+            return int(val)
+        except (ValueError, TypeError):
+            return default
+
+    @classmethod
+    def get_list(cls, key: str, default: list = None) -> list:
+        val = cls._cache.get(key, "")
+        if not val:
+            return default or []
+        return [x.strip() for x in val.split(",")]
+
+    @classmethod
+    def get_all(cls) -> dict:
+        return dict(cls._cache)
+
+    @classmethod
+    def is_feature_enabled(cls, feature_key: str) -> bool:
+        return feature_key in cls._features
+
+    @classmethod
+    def get_enabled_features(cls) -> dict:
+        return dict(cls._features)
+
+    @classmethod
+    def get_template(cls, key: str, default: str = "") -> str:
+        return cls._templates.get(key, default)
+
+    @classmethod
+    def get_all_templates(cls) -> dict:
+        return dict(cls._templates)
+
+    @classmethod
+    def get_categories(cls) -> list:
+        return list(cls._categories)
+
+    @classmethod
+    def get_bot_token(cls) -> str:
+        return cls._cache.get("bot_token", "")
+
+    @classmethod
+    def get_assistant_name(cls) -> str:
+        return cls._cache.get("assistant_name", "София")
+
+    @classmethod
+    def is_work_hours(cls) -> bool:
+        import datetime
+        import pytz
+        tz_name = cls._cache.get("timezone", "Europe/Moscow")
+        try:
+            tz = pytz.timezone(tz_name)
+        except Exception:
+            tz = pytz.timezone("Europe/Moscow")
+        now = datetime.datetime.now(tz)
+        work_days = cls.get_list("work_days", ["1", "2", "3", "4", "5"])
+        weekday = str(now.isoweekday())
+        if weekday not in work_days:
+            return False
+        start = cls.get_int("work_hours_start", 9)
+        end = cls.get_int("work_hours_end", 18)
+        return start <= now.hour < end
+
+    @classmethod
+    def get_work_hours_str(cls) -> str:
+        start = cls.get_int("work_hours_start", 9)
+        end = cls.get_int("work_hours_end", 18)
+        return f"{start}:00-{end}:00"
+
+    @classmethod
+    def get_phones(cls) -> list:
+        phones = []
+        p1 = cls._cache.get("phone_1", "")
+        p2 = cls._cache.get("phone_2", "")
+        if p1:
+            phones.append(p1)
+        if p2:
+            phones.append(p2)
+        return phones
+
+    @classmethod
+    def get_email(cls) -> str:
+        return cls._cache.get("support_email", "")

max_bot/app/text_renderer.py

@@ -0,0 +1,34 @@
+import re
+from typing import Optional
+
+
+def render_template(template: str, **kwargs) -> str:
+    result = template
+    for key, value in kwargs.items():
+        result = result.replace("{" + key + "}", str(value))
+    remaining = re.findall(r'\{(\w+)\}', result)
+    for var in remaining:
+        result = result.replace("{" + var + "}", "")
+    return result
+
+
+def parse_link_text(text: str) -> str:
+    text = re.sub(r'\[([^\]]+)\]\(tel:[^\)]+\)', r'\1', text)
+    text = re.sub(r'\[([^\]]+)\]\(mailto:[^\)]+\)', r'\1', text)
+    text = re.sub(r'\[([^\]]+)\]\(https?://[^\)]+\)', r'\1', text)
+    return text
+
+
+def make_clickable_links(text: str, phone_1: str = "", phone_2: str = "",
+                         email: str = "", email_subject: str = "") -> str:
+    phone_1_raw = re.sub(r'[^\d+]', '', phone_1)
+    phone_2_raw = re.sub(r'[^\d+]', '', phone_2)
+    email_encoded = email.replace(' ', '%20')
+    subject_encoded = email_subject.replace(' ', '%20')
+
+    text = text.replace("{phone_1_raw}", phone_1_raw)
+    text = text.replace("{phone_2_raw}", phone_2_raw)
+    text = text.replace("{email_encoded}", email_encoded)
+    text = text.replace("{email_subject_encoded}", subject_encoded)
+
+    return text

max_bot/app/utils/emotion_detector.py

@@ -0,0 +1,28 @@
+from app.settings_cache import SettingsCache
+from app.integrations.yandex_gpt import analyze_emotion_with_gpt
+
+_NEGATIVE_WORDS = [
+    "ужасно", "плохо", "долго", "кошмар", "отвратительно", "невыносимо",
+    "бесполезно", "халтура", "безобразие", "позор", "разочарован", "злюсь",
+    "раздражён", "недоволен", "жалоба", "претензия", "скандал", "суд",
+    "верните деньги", "мошенники", "обман",
+]
+
+
+async def detect_emotion(text: str) -> str:
+    gpt_key = SettingsCache.get("yandex_gpt_key")
+    if gpt_key:
+        try:
+            result = await analyze_emotion_with_gpt(text)
+            if result in ("positive", "neutral", "negative"):
+                return result
+        except Exception:
+            pass
+    return _keyword_fallback(text)
+
+
+def _keyword_fallback(text: str) -> str:
+    text_lower = text.lower()
+    if any(word in text_lower for word in _NEGATIVE_WORDS):
+        return "negative"
+    return "neutral"