feat(customer): 网站客户身份签发与长期负责人绑定

可信客户身份由站点后端签发，长期负责人与本次接待人分开保存。

backend/app/services/app_first_routing.py

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+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+
+Letting an installed extension answer a channel message before the AI does
+(see app.channels.app_hooks), and announcing every inbound message to it.
+"""
+
+import asyncio
+from datetime import datetime, timezone
+from typing import Optional
+
+from sqlalchemy.orm import Session
+
+from app.channels.app_hooks import (
+    ChannelEvent, EventKind, HandledBy, InboundContext, emit_channel_event,
+    inbound_event_id, inbound_handler,
+)
+from app.channels.base import InboundMessage
+from app.core.logger import get_logger
+from app.models.channels import ChannelAccount
+from app.models.session_to_agent import SessionStatus
+
+logger = get_logger(__name__)
+
+# How long the customer's message waits on the extension before the AI (or
+# inbox) takes it. The extension answers synchronously, so this is added to
+# every reply the AI then gives — kept short.
+APP_HANDLER_TIMEOUT_SECONDS = 4.0
+
+
+async def app_claims(db: Session, account: ChannelAccount, session_record, customer_id: str,
+                     inbound: InboundMessage, received_at: datetime) -> bool:
+    """Offer the message to the extension; True when it has dealt with it.
+
+    Only a conversation nobody holds is offered — once a human has it, or a
+    transfer is pending, the human answers. A timeout or a failing extension
+    counts as "not handled", so the customer is never left waiting on it.
+    """
+    handler = inbound_handler()
+    if handler is None or not _open_and_unheld(session_record):
+        return False
+    # Nothing may sit in an open transaction while an outside service thinks
+    db.commit()
+    context = InboundContext(
+        event_id=inbound_event_id(account.id, inbound.external_message_id),
+        organization_id=account.organization_id,
+        channel_account_id=account.id,
+        channel_type=account.channel_type,
+        session_id=str(session_record.session_id),
+        customer_id=customer_id,
+        inbound=inbound,
+        received_at=received_at,
+    )
+    try:
+        # Exactly True: anything else (a stray truthy string, a forgotten
+        # await) must not silence the AI
+        return await asyncio.wait_for(handler(context), APP_HANDLER_TIMEOUT_SECONDS) is True
+    except asyncio.TimeoutError:
+        logger.warning(f"Extension did not answer {inbound.external_message_id} within "
+                       f"{APP_HANDLER_TIMEOUT_SECONDS}s; continuing without it")
+    except Exception as e:
+        logger.error(f"Extension failed on {inbound.external_message_id}; continuing without it: {e}")
+    return False
+
+
+async def announce_inbound(account: ChannelAccount, session_record, customer_id: str,
+                           inbound: InboundMessage, handled_by: HandledBy,
+                           received_at: Optional[datetime] = None) -> None:
+    """Tell listeners about an inbound message and who is answering it. Sent
+    once per message on every path, before any AI reply, under an id derived
+    from the message so a redelivered webhook can't announce it twice."""
+    await emit_channel_event(ChannelEvent(
+        kind=EventKind.INBOUND,
+        event_id=inbound_event_id(account.id, inbound.external_message_id),
+        organization_id=account.organization_id,
+        channel_account_id=account.id,
+        occurred_at=received_at or datetime.now(timezone.utc),
+        session_id=str(session_record.session_id),
+        customer_id=customer_id,
+        inbound=inbound,
+        handled_by=handled_by,
+    ))
+
+
+def _open_and_unheld(session_record) -> bool:
+    return session_record.user_id is None and session_record.status == SessionStatus.OPEN

backend/app/services/contact_capture.py

@@ -0,0 +1,88 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+from typing import Optional, Dict, Any
+from app.repositories.customer import CustomerRepository
+
+# Where a handoff email goes when the customer row can't take it — another
+# customer in the org already owns that address (the (email, organization_id)
+# unique constraint), or it is a channel identity key. meta_data renders as a
+# label/value list in the inbox customer panel, so an agent still sees the
+# address and can follow up. Dropping it is how a visitor asks to be contacted
+# and then never is.
+CONTACT_EMAIL_META_KEY = "contact_email_provided"
+
+
+def retain_unstored_email(customer_repo, customer_id, submitted_email: str, update_result: dict) -> bool:
+    """Keep a submitted handoff email that ``update_contact`` could not apply.
+
+    Returns True when it was retained on meta_data. No-op when the address did
+    land on the customer, when it is already their stored address, or when
+    nothing was submitted — so a normal capture writes no metadata.
+    """
+    if not submitted_email or update_result.get('email_updated'):
+        return False
+    stored = (update_result.get('email') or '').lower()
+    if submitted_email.lower() == stored:
+        return False
+    return customer_repo.update_meta_data(
+        customer_id, {CONTACT_EMAIL_META_KEY: submitted_email}
+    ) is not None
+
+
+def build_handoff_contact_form(
+    customer,
+    collect_email: bool,
+    collect_name: bool,
+) -> Optional[Dict[str, Any]]:
+    """Return ``form_data`` (``form_type='contact'``) for the handoff contact prompt, or
+    ``None`` when there is nothing to collect (toggles off, or the customer already has the
+    info). The widget renders this with its existing inline form UI.
+    """
+    if customer is None:
+        return None
+
+    needs_email = bool(collect_email) and CustomerRepository.is_placeholder_email(getattr(customer, 'email', None))
+    full_name = (getattr(customer, 'full_name', None) or '').strip()
+    needs_name = bool(collect_name) and not full_name
+
+    if not needs_email and not needs_name:
+        return None
+
+    fields = []
+    if needs_email:
+        fields.append({
+            'name': 'email',
+            'type': 'email',
+            'label': 'Email',
+            'placeholder': 'you@example.com',
+            'required': True,
+        })
+    if needs_name:
+        fields.append({
+            'name': 'name',
+            'type': 'text',
+            'label': 'Name',
+            'placeholder': 'Your name',
+            'required': False,
+        })
+
+    return {
+        'form_type': 'contact',
+        'title': 'Before we connect you to a teammate',
+        'description': 'Share your details so we can follow up.',
+        'fields': fields,
+    }

backend/app/services/crm_sync.py

@@ -0,0 +1,241 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+from typing import Optional
+
+from sqlalchemy.orm import Session
+
+from app.core.logger import get_logger
+from app.crm.base import CrmAuthError, CrmPushResult, CrmTransientError
+from app.crm.mapping import build_customer_payload, build_lead_payload
+from app.crm.registry import get_adapter
+from app.models.crm import CrmConnectionStatus, CrmSyncJob
+from app.models.customer import Customer
+from app.models.lead_capture import CrmSyncTarget, LeadCaptureConfig, LeadCaptureResponse
+from app.repositories.crm import (
+    CrmConnectionRepository, CrmSyncJobRepository, CrmCustomerSyncRepository,
+)
+from app.services.crm_tokens import get_valid_tokens
+from app.services.feature_gate import feature_allowed
+
+logger = get_logger(__name__)
+
+
+def enqueue_crm_sync(db: Session, config: LeadCaptureConfig,
+                     response: LeadCaptureResponse) -> Optional[CrmSyncJob]:
+    """Queue a captured lead for CRM push, or quietly decide not to.
+
+    All the "should this sync at all" logic lives here so the capture path
+    stays dumb: no target configured, plan lacks the feature (fails closed),
+    or no active connection → no job. Idempotent per (lead, provider)."""
+    provider = str(config.crm_sync_target or CrmSyncTarget.NONE.value)
+    if provider == CrmSyncTarget.NONE.value:
+        return None
+    if get_adapter(provider) is None:
+        logger.warning(f"Lead {response.id}: unknown CRM target '{provider}', not syncing")
+        return None
+    if not feature_allowed(db, response.organization_id, "crm_sync"):
+        logger.info(f"Lead {response.id}: plan lacks crm_sync, not syncing")
+        return None
+    connection = CrmConnectionRepository(db).get_active(response.organization_id, provider)
+    if connection is None:
+        logger.info(f"Lead {response.id}: no active {provider} connection, not syncing")
+        return None
+    job = CrmSyncJobRepository(db).enqueue(
+        organization_id=response.organization_id,
+        lead_response_id=response.id,
+        provider=provider,
+        agent_id=response.agent_id,
+    )
+    if job is not None:
+        logger.info(f"Queued {provider} sync for lead {response.id}")
+    return job
+
+
+async def process_job(db: Session, job: CrmSyncJob) -> CrmSyncJob:
+    """Run one claimed sync job to a terminal or retry state.
+
+    Safe to re-run: the adapters' push sequences converge (HubSpot upsert,
+    Pipedrive search-first + open-lead check)."""
+    jobs = CrmSyncJobRepository(db)
+
+    # Re-checked at run time: the org may have downgraded since enqueue.
+    if not feature_allowed(db, job.organization_id, "crm_sync"):
+        return jobs.skip(job, "plan no longer includes crm_sync")
+
+    connections = CrmConnectionRepository(db)
+    connection = connections.get_active(job.organization_id, job.provider)
+    if connection is None:
+        # Terminal: retrying cannot help until a human reconnects, and the
+        # reconnect path enqueues nothing retroactively — the UI surfaces it.
+        return jobs.fail(job, "no_connection")
+
+    response = db.get(LeadCaptureResponse, job.lead_response_id)
+    if response is None:
+        return jobs.skip(job, "lead response deleted")
+    payload = build_lead_payload(
+        response,
+        _config_for_agent(db, response.agent_id),
+        db.get(Customer, response.customer_id) if response.customer_id else None,
+    )
+    if not payload.email:
+        return jobs.skip(job, "lead has no email")
+
+    adapter = get_adapter(job.provider)
+    try:
+        tokens = await get_valid_tokens(db, connection)
+    except CrmAuthError as e:
+        return jobs.fail(job, f"auth: {e}", connection_id=connection.id)
+    except CrmTransientError as e:
+        return jobs.schedule_retry(job, f"token refresh failed: {e}")
+
+    result = await adapter.push_lead(tokens, payload)
+
+    if result.auth_failed:
+        # The stored expiry looked fine but the provider said no — force one
+        # refresh and retry before declaring the connection dead.
+        try:
+            tokens = await get_valid_tokens(db, connection, force_refresh=True)
+        except (CrmAuthError, CrmTransientError) as e:
+            return jobs.fail(job, f"auth: {e}", connection_id=connection.id)
+        result = await adapter.push_lead(tokens, payload)
+        if result.auth_failed:
+            connections.set_status(connection, CrmConnectionStatus.EXPIRED.value,
+                                   last_error=result.error)
+            return jobs.fail(job, f"auth: {result.error}", connection_id=connection.id)
+
+    if result.ok:
+        logger.info(f"Pushed lead {response.id} to {job.provider} "
+                    f"({result.action} {result.contact_id})")
+        # Record the per-person link so the People drawer can show it.
+        if response.customer_id:
+            _record_customer_sync(db, job.organization_id, response.customer_id,
+                                  job.provider, result)
+        return jobs.complete(job, {
+            "action": result.action,
+            "contact_id": result.contact_id,
+            "secondary_id": result.secondary_id,
+            "record_url": result.record_url,
+        }, connection_id=connection.id)
+    if result.retryable:
+        return jobs.schedule_retry(job, result.error or "retryable failure",
+                                   retry_after_seconds=result.retry_after_seconds)
+    return jobs.fail(job, result.error or "push failed", connection_id=connection.id)
+
+
+class CrmManualSyncError(Exception):
+    """A manual "Sync now" could not be completed (surfaced to the user)."""
+
+
+async def sync_customer_to_crm(db: Session, customer: Customer) -> list:
+    """Manual "Sync now" from the People drawer: push this person to every
+    active CRM connection in their org and record each link. Synchronous so
+    the UI gets an immediate result. Returns the list of recorded links.
+
+    Raises CrmManualSyncError for user-facing failures (no email, no
+    connection, plan gate, or a definitive provider rejection)."""
+    from app.repositories.customer import CustomerRepository
+    # Anonymous visitors carry a placeholder stand-in (…@noemail.com / .channel)
+    # that can't receive mail — never push it to a CRM.
+    if CustomerRepository.is_placeholder_email(customer.email):
+        raise CrmManualSyncError("Add an email to this person before syncing to a CRM.")
+    if not feature_allowed(db, customer.organization_id, "crm_sync"):
+        raise CrmManualSyncError("CRM sync is not available in your current plan.")
+
+    connections = CrmConnectionRepository(db).list_by_org(customer.organization_id)
+    active = [c for c in connections if c.status == CrmConnectionStatus.ACTIVE.value]
+    if not active:
+        raise CrmManualSyncError("Connect a CRM in Settings → Integrations first.")
+
+    attributes, summary, config = _lead_capture_context(db, customer)
+    payload = build_customer_payload(customer, attributes=attributes, summary=summary, config=config)
+    records, errors = [], []
+    for connection in active:
+        adapter = get_adapter(connection.provider)
+        if adapter is None:
+            continue
+        try:
+            tokens = await get_valid_tokens(db, connection)
+            result = await adapter.push_lead(tokens, payload)
+            if result.auth_failed:
+                tokens = await get_valid_tokens(db, connection, force_refresh=True)
+                result = await adapter.push_lead(tokens, payload)
+        except CrmAuthError:
+            errors.append(f"{connection.provider}: reconnect required")
+            continue
+        except CrmTransientError:
+            errors.append(f"{connection.provider}: temporary error, try again")
+            continue
+        if result.ok:
+            records.append(_record_customer_sync(
+                db, customer.organization_id, customer.id, connection.provider, result))
+        elif result.auth_failed:
+            connections_repo = CrmConnectionRepository(db)
+            connections_repo.set_status(connection, CrmConnectionStatus.EXPIRED.value,
+                                        last_error=result.error)
+            errors.append(f"{connection.provider}: reconnect required")
+        else:
+            errors.append(f"{connection.provider}: {result.error or 'push failed'}")
+
+    if not records and errors:
+        raise CrmManualSyncError("; ".join(errors))
+    return records
+
+
+def _record_customer_sync(db: Session, organization_id, customer_id, provider: str,
+                          result: CrmPushResult):
+    return CrmCustomerSyncRepository(db).record(
+        organization_id=organization_id,
+        customer_id=customer_id,
+        provider=provider,
+        contact_id=result.contact_id,
+        secondary_id=result.secondary_id,
+        record_url=result.record_url,
+    )
+
+
+def _lead_capture_context(db: Session, customer: Customer):
+    """Merge everything the person's lead captures produced — attributes
+    (latest value wins per key), the most recent AI summary, and the latest
+    response's agent config for custom-field labels — mirroring what the People
+    drawer shows, so a manual push sends the full picture, not just email.
+    Returns (attributes, summary, config)."""
+    responses = (
+        db.query(LeadCaptureResponse)
+        .filter(LeadCaptureResponse.customer_id == customer.id)
+        .order_by(LeadCaptureResponse.created_at)
+        .all()
+    )
+    attributes: dict = {}
+    summary = None
+    latest_agent_id = None
+    for r in responses:
+        for key, value in (r.field_values or {}).items():
+            if value not in (None, ""):
+                attributes[key] = value
+        if r.summary:
+            summary = r.summary
+        if r.agent_id:
+            latest_agent_id = r.agent_id
+    config = _config_for_agent(db, latest_agent_id) if latest_agent_id else None
+    return attributes, summary, config
+
+
+def _config_for_agent(db: Session, agent_id) -> Optional[LeadCaptureConfig]:
+    if agent_id is None:
+        return None
+    return db.query(LeadCaptureConfig).filter(
+        LeadCaptureConfig.agent_id == agent_id).first()

backend/app/services/crm_tokens.py

@@ -0,0 +1,122 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+from datetime import datetime, timedelta, timezone
+from typing import Optional
+
+from sqlalchemy.orm import Session
+
+from app.core.logger import get_logger
+from app.crm.base import CrmAuthError, OAuthTokens
+from app.crm.registry import get_adapter
+from app.models.crm import CrmConnection, CrmConnectionStatus
+from app.repositories.crm import CrmConnectionRepository
+
+logger = get_logger(__name__)
+
+# Refresh when the access token has less runway than this — covers clock skew
+# and the request's own latency.
+EXPIRY_MARGIN_SECONDS = 120
+
+
+def tokens_from_connection(repo: CrmConnectionRepository,
+                           connection: CrmConnection) -> OAuthTokens:
+    """Decrypt a connection into the adapter-facing token dataclass."""
+    credentials = repo.get_credentials(connection)
+    return OAuthTokens(
+        access_token=credentials.get("access_token", ""),
+        refresh_token=credentials.get("refresh_token", ""),
+        expires_at=_aware(connection.access_token_expires_at),
+        api_domain=credentials.get("api_domain"),
+        refresh_token_expires_at=_aware(connection.refresh_token_expires_at),
+        external_account_id=connection.external_account_id or "",
+        display_name=connection.display_name,
+    )
+
+
+def persist_tokens(repo: CrmConnectionRepository, connection: CrmConnection,
+                   tokens: OAuthTokens) -> None:
+    """Re-encrypt the blob and mirror expiries onto queryable columns."""
+    repo.save_credentials(
+        connection,
+        {
+            "access_token": tokens.access_token,
+            "refresh_token": tokens.refresh_token,
+            "api_domain": tokens.api_domain,
+        },
+        access_token_expires_at=tokens.expires_at,
+        refresh_token_expires_at=tokens.refresh_token_expires_at,
+    )
+
+
+async def get_valid_tokens(db: Session, connection: CrmConnection,
+                           force_refresh: bool = False) -> OAuthTokens:
+    """Decrypted tokens with a live access token, refreshing when needed.
+
+    Raises CrmAuthError after marking the connection expired when the provider
+    definitively rejects our grant (the UI then shows "Reconnect");
+    CrmTransientError propagates untouched so callers can retry.
+    """
+    repo = CrmConnectionRepository(db)
+    tokens = tokens_from_connection(repo, connection)
+    if not force_refresh and _has_runway(tokens.expires_at):
+        return tokens
+
+    # A refresh is needed. Serialize per connection: Pipedrive rotates the
+    # refresh token on every use, so two concurrent refreshers would send the
+    # same (now-consumed) token — the loser gets invalid_grant and would
+    # falsely mark the connection expired. Lock the row and re-read the current
+    # tokens under the lock (populate_existing bypasses the identity-map cache),
+    # so we refresh at most once and always with the latest token. FOR UPDATE is
+    # a no-op on SQLite (tests), which is fine.
+    locked = (
+        db.query(CrmConnection)
+        .filter(CrmConnection.id == connection.id)
+        .populate_existing()
+        .with_for_update()
+        .first()
+    ) or connection
+    tokens = tokens_from_connection(repo, locked)
+    if not force_refresh and _has_runway(tokens.expires_at):
+        db.commit()  # another worker refreshed while we waited — release the lock
+        return tokens
+
+    adapter = get_adapter(locked.provider)
+    if adapter is None:
+        raise CrmAuthError(f"No adapter for provider '{locked.provider}'")
+    try:
+        refreshed = await adapter.refresh_tokens(tokens)
+    except CrmAuthError as e:
+        logger.warning(f"CRM refresh rejected for {locked.provider} "
+                       f"connection {locked.id}: {e}")
+        repo.set_status(locked, CrmConnectionStatus.EXPIRED.value, last_error=str(e))
+        raise
+    persist_tokens(repo, locked, refreshed)
+    return refreshed
+
+
+def _has_runway(expires_at: Optional[datetime]) -> bool:
+    if expires_at is None:
+        return False
+    margin = datetime.now(timezone.utc) + timedelta(seconds=EXPIRY_MARGIN_SECONDS)
+    return _aware(expires_at) > margin
+
+
+def _aware(dt: Optional[datetime]) -> Optional[datetime]:
+    """Normalize DB datetimes: PG returns tz-aware, SQLite (tests) naive-UTC."""
+    if dt is None or dt.tzinfo is not None:
+        return dt
+    return dt.replace(tzinfo=timezone.utc)

backend/app/services/lead_capture.py

@@ -0,0 +1,323 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+import re
+from typing import Optional, Dict, Any
+from uuid import UUID
+from datetime import datetime, timezone
+from sqlalchemy.orm import Session
+
+from app.models.lead_capture import LeadCaptureConfig, LeadCaptureResponse
+from app.repositories.customer import CustomerRepository
+from app.services.widget_identity import can_act_as
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+_EMAIL_RE = re.compile(r"^[^@\s]+@[^@\s]+\.[^@\s]+$")
+
+
+def has_captured_lead(db: Session, customer_id, agent_id) -> bool:
+    """True once a lead has been recorded for this customer + agent (capture once)."""
+    return db.query(LeadCaptureResponse.id).filter(
+        LeadCaptureResponse.customer_id == customer_id,
+        LeadCaptureResponse.agent_id == agent_id,
+    ).first() is not None
+
+
+def _valid_email(email: Optional[str]) -> bool:
+    return bool(email and _EMAIL_RE.match(email.strip()))
+
+
+def record_lead_capture(
+    db: Session,
+    config: LeadCaptureConfig,
+    organization_id: UUID,
+    agent_id,
+    customer_id,
+    session_id,
+    lead_data: Optional[Dict[str, Any]],
+    summary: Optional[str],
+    consent: bool,
+    page_url: Optional[str] = None,
+    channel: str = "widget",
+    *,
+    scope: Optional[str],
+) -> Optional[LeadCaptureResponse]:
+    """Persist an AI-captured lead (fields the agent extracted conversationally +
+    an AI qualification summary). Returns None — recording nothing — when there is
+    no valid email, or consent is required but not given (GDPR).
+
+    Never records when lead capture is disabled for the agent, or when the customer
+    is integration-authenticated (identified via generate-token) — those are the
+    business's existing customers, not leads.
+
+    If the captured email already belongs to ANOTHER customer in the org, the
+    anonymous visitor is MERGED into that existing customer (history/sessions
+    reassigned, visitor row marked merged) so People shows one entry. The returned
+    response's customer_id is the final (possibly merged-into) customer.
+
+    `scope` is the conversation-token scope of the visitor (VERIFIED_SCOPE for
+    channels, whose identity the platform vouches for). A widget visitor may be
+    bound to a customer by an email they only typed, so a lead is only recorded
+    on a customer that visitor created (widget_identity.can_act_as), and only
+    merged into one it may also act as. Otherwise nothing is recorded.
+
+    A recorded lead is queued for CRM push (post-commit, best-effort) when the
+    agent has a crm_sync_target configured. Slack/assignment routing remains
+    stored-only.
+    """
+    from app.models.customer import Customer
+
+    # Never capture when lead capture is off for this agent (authoritative guard,
+    # independent of any caller-side check).
+    if not (config and config.enabled):
+        return None
+
+    # Never capture integration-authenticated people (identified via generate-token) —
+    # they're already the business's customers, not leads, regardless of the agent's
+    # toggle. Uses the explicit flag, not meta_data (see Customer.is_authenticated).
+    customer = db.query(Customer).filter(Customer.id == customer_id).first()
+    if customer is not None and customer.is_authenticated:
+        return None
+
+    lead_data = lead_data or {}
+    # Keep only configured field keys (defensive: the model shouldn't inject others).
+    field_keys = {f.get("key") for f in (config.fields or []) if f.get("key")}
+    if field_keys:
+        field_values = {k: v for k, v in lead_data.items() if k in field_keys and v}
+    else:
+        field_values = {k: v for k, v in lead_data.items() if v}
+
+    email = (str(field_values.get("email") or "")).strip()
+    if not _valid_email(email):
+        return None  # need at least a valid email to have a usable lead
+    if config.require_consent and not consent:
+        return None  # GDPR: never record without explicit consent
+
+    name = (str(field_values.get("name") or "")).strip() or None
+
+    # If this email already belongs to a different customer in the org, merge the
+    # current (anonymous) visitor into that customer and record the lead there.
+    existing = (
+        db.query(Customer)
+        .filter(
+            Customer.organization_id == organization_id,
+            Customer.email == email,
+            Customer.id != customer_id,
+            Customer.merged_into_customer_id.is_(None),
+        )
+        .first()
+    )
+    # A visitor bound to this customer by an email they only typed records
+    # nothing against them: no lead, no contact details, no CRM push - and the
+    # real customer is still asked for their details next time.
+    if not can_act_as(db, customer, scope):
+        logger.info(f"Lead capture: not recording for customer {customer_id}; the visitor does not own it")
+        return None
+
+    # Merging moves everything of one customer onto another, so the visitor must
+    # be able to act as both. For a widget visitor that rules out merging into
+    # anyone who already existed - an email they typed proves nothing - and the
+    # lead stays on their own row.
+    if existing is not None and not can_act_as(db, existing, scope):
+        logger.info(f"Lead capture: not merging customer {customer_id}; the visitor does not own both")
+        existing = None
+
+    # Merge (reassigning history across rows), the new response row, the contact
+    # update, and the promotion must all commit together — roll back on any failure
+    # so a mid-merge error can never leave a half-merged customer.
+    try:
+        target_customer_id = customer_id
+        if existing is not None:
+            _merge_customer(db, source_id=customer_id, target=existing)
+            target_customer_id = existing.id
+
+        response = LeadCaptureResponse(
+            organization_id=organization_id,
+            agent_id=agent_id,
+            customer_id=target_customer_id,
+            session_id=session_id,
+            field_values=field_values or None,
+            summary=(summary or None),
+            consent=bool(consent),
+            qualified=True,
+        )
+        db.add(response)
+
+        # Update the customer's contact details so the People page / inbox show a real
+        # email/name (reuses the handoff-capture logic + unique-constraint handling).
+        # Phone included: an AI-captured number makes a widget lead WhatsApp-addressable.
+        # Deliberately strict: a captured number without a '+' country code is a
+        # national number we cannot resolve to one person worldwide, so it is
+        # dropped (logged) rather than guessed at — a wrong-country identity key
+        # is worse than an unset one.
+        CustomerRepository(db).update_contact(
+            target_customer_id, email=email or None, full_name=name,
+            phone=(field_values or {}).get('phone'))
+
+        # Promote Visitor -> Lead; never downgrade an existing Customer.
+        _promote_to_lead(db, target_customer_id, session_id, page_url=page_url, channel=channel)
+
+        db.commit()
+    except Exception:
+        db.rollback()
+        raise
+    db.refresh(response)
+
+    # Post-commit so a job can never reference a rolled-back lead; wrapped so
+    # CRM problems can never break the conversation flow.
+    try:
+        from app.services.crm_sync import enqueue_crm_sync
+        enqueue_crm_sync(db, config, response)
+    except Exception as e:
+        logger.error(f"CRM sync enqueue failed (lead still recorded): {e}")
+
+    return response
+
+
+def _merge_customer(db: Session, source_id, target) -> None:
+    """Merge the (anonymous) source customer into the identified target: reassign
+    conversation history / sessions / lead responses, then mark the source row as
+    merged so it disappears from People and stale device tokens resolve to target."""
+    from app.models.customer import Customer
+    from app.models.chat_history import ChatHistory
+    from app.models.session_to_agent import SessionToAgent
+    from app.models.rating import Rating
+
+    source = db.query(Customer).filter(Customer.id == source_id).first()
+    if not source or source.id == target.id:
+        return
+
+    db.query(ChatHistory).filter(ChatHistory.customer_id == source_id).update(
+        {ChatHistory.customer_id: target.id}, synchronize_session=False)
+    db.query(SessionToAgent).filter(SessionToAgent.customer_id == source_id).update(
+        {SessionToAgent.customer_id: target.id}, synchronize_session=False)
+    db.query(LeadCaptureResponse).filter(LeadCaptureResponse.customer_id == source_id).update(
+        {LeadCaptureResponse.customer_id: target.id}, synchronize_session=False)
+    db.query(Rating).filter(Rating.customer_id == source_id).update(
+        {Rating.customer_id: target.id}, synchronize_session=False)
+
+    # Carry over a name the target lacks; keep the row for token resolution.
+    if not (target.full_name or "").strip() and (source.full_name or "").strip():
+        target.full_name = source.full_name
+    # Identifiers union on merge: the phone follows the surviving person. The
+    # source is cleared and FLUSHED before the target is set — the unique index
+    # on (organization_id, phone) is checked per-UPDATE, and SQLAlchemy orders
+    # same-mapper UPDATEs by primary key (random UUIDs), so without the flush
+    # the target could gain the phone while the source still holds it in the
+    # database, failing the whole merge intermittently.
+    #
+    # The clear is UNCONDITIONAL, even when the target already has a number and
+    # there is nowhere to move it to. A merged row is invisible in People and
+    # resolves to the target everywhere a human looks — but phone lookup is the
+    # FIRST thing get_or_create_customer tries, so a tombstone left holding a
+    # live number would silently capture that person's next WhatsApp message
+    # onto a row nobody can see or edit.
+    if source.phone:
+        moved_phone = source.phone
+        source.phone = None
+        db.flush()
+        if not target.phone:
+            target.phone = moved_phone
+        elif target.phone != moved_phone:
+            # Two real numbers, one column: the survivor keeps theirs. Logged
+            # because it is the one thing this merge cannot preserve — a
+            # customer_identifiers table is what would (see the plan's
+            # evolution path), not a second column.
+            logger.info(
+                f"Merge {source.id} -> {target.id}: dropped second phone "
+                f"{moved_phone} (target keeps {target.phone})"
+            )
+    source.merged_into_customer_id = target.id
+    source.is_active = False
+
+
+def _promote_to_lead(db: Session, customer_id, session_id, page_url: Optional[str] = None,
+                     channel: str = "widget") -> None:
+    from app.models.customer import Customer, LeadStage
+    customer = db.query(Customer).filter(Customer.id == customer_id).first()
+    if not customer:
+        return
+    if customer.lead_stage == LeadStage.VISITOR:
+        customer.lead_stage = LeadStage.LEAD
+        customer.lead_qualified_at = datetime.now(timezone.utc)
+    # Always keep the capture context fresh (also for repeat captures on a Lead).
+    source = dict(customer.lead_source or {})
+    source.setdefault("channel", channel)
+    source["captured_at"] = datetime.now(timezone.utc).isoformat()
+    source["session_id"] = str(session_id) if session_id else None
+    if page_url:
+        source["page_url"] = page_url[:500]
+    customer.lead_source = source
+
+
+def record_lead_from_response(
+    db: Session,
+    response,
+    organization_id,
+    agent_id,
+    customer_id,
+    session_id,
+    page_url: Optional[str] = None,
+    channel: str = "widget",
+    *,
+    scope: Optional[str],
+) -> Optional[LeadCaptureResponse]:
+    """Persist a lead from a ChatResponse whose request_lead_capture is set.
+
+    Shared by the widget socket handler and external channel processors so
+    every channel records leads identically: loads the agent's lead-capture
+    config, assembles lead_data from the explicit scalar fields (reliable
+    under strict structured outputs) plus any free-form lead_data dict, and
+    delegates validation/merge/promotion to record_lead_capture. Returns the
+    LeadCaptureResponse (whose customer_id may differ from the input when the
+    visitor was merged into an existing customer), or None if nothing was
+    recorded. Never raises.
+    """
+    try:
+        if not getattr(response, 'request_lead_capture', False):
+            return None
+        from app.repositories.agent import AgentRepository
+        agent = AgentRepository(db).get_agent(agent_id)
+        config = getattr(agent, 'lead_capture_config', None) if agent else None
+        if not (config and config.enabled) or has_captured_lead(db, customer_id, agent_id):
+            return None
+
+        lead_data = dict(getattr(response, 'lead_data', None) or {})
+        for key, attr in (('email', 'lead_email'), ('name', 'lead_name'),
+                          ('company', 'lead_company'), ('phone', 'lead_phone')):
+            val = getattr(response, attr, None)
+            if val and not lead_data.get(key):
+                lead_data[key] = val
+
+        return record_lead_capture(
+            db, config,
+            organization_id=organization_id,
+            agent_id=agent_id,
+            customer_id=customer_id,
+            session_id=session_id,
+            lead_data=lead_data,
+            summary=getattr(response, 'lead_summary', None),
+            consent=getattr(response, 'lead_consent', False),
+            page_url=page_url,
+            channel=channel,
+            scope=scope,
+        )
+    except Exception as e:
+        # Lead capture must never break the conversation flow.
+        logger.error(f"Lead-capture record error: {e}")
+        return None