feat(modules): 帮助中心、工单、工作流与多渠道接入

补齐 FAQ、帮助中心、工单、可视化工作流及 Telegram/WhatsApp/Slack 等渠道模块。

backend/app/api/webhooks/email.py

@@ -0,0 +1,78 @@
+"""
+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 uuid import UUID
+
+from fastapi import APIRouter, BackgroundTasks, Depends, HTTPException, Query, Request
+from sqlalchemy.orm import Session
+
+from app.api.webhooks.common import is_duplicate_message
+from app.channels import get_adapter
+from app.channels.email import verify_webhook_token
+from app.core.logger import get_logger
+from app.database import get_db
+from app.models.channels import ChannelType
+from app.repositories.channels import ChannelAccountRepository
+from app.services.channel_chat import process_channel_message
+from app.services.ticket_email_reply import find_ticket_for_reply, record_ticket_email_reply
+
+router = APIRouter()
+logger = get_logger(__name__)
+
+
+@router.post("/{account_id}")
+async def email_webhook(
+    account_id: UUID,
+    request: Request,
+    background_tasks: BackgroundTasks,
+    token: str = Query(""),
+    db: Session = Depends(get_db),
+):
+    """Inbound-parse webhook (point SendGrid/Brevo/your forwarder here with
+    the account's ?token=). Accepts JSON or multipart/urlencoded form."""
+    account = ChannelAccountRepository(db).get_by_id(account_id)
+    if account is None or account.channel_type != ChannelType.EMAIL.value:
+        raise HTTPException(status_code=404, detail="Unknown account")
+    if not verify_webhook_token(account, token):
+        raise HTTPException(status_code=403, detail="Invalid token")
+
+    content_type = request.headers.get("content-type", "")
+    if "application/json" in content_type:
+        payload = await request.json()
+    else:
+        form = await request.form()
+        payload = {key: str(value) for key, value in form.items()}
+
+    adapter = get_adapter(ChannelType.EMAIL.value)
+    for inbound in adapter.parse_inbound(payload):
+        # A forward-all inbox can echo our own outbound reply back — never
+        # answer mail from the connected address itself.
+        if inbound.external_user_id == account.external_account_id:
+            logger.info(f"Ignoring self-addressed email on {account.external_account_id}")
+            continue
+        if is_duplicate_message(ChannelType.EMAIL.value,
+                                f"{account.id}:{inbound.external_message_id}"):
+            continue
+        # A reply to a ticket notification belongs on the ticket, not in a
+        # chat session — the customer is answering the support team.
+        ticket = find_ticket_for_reply(db, account.organization_id, inbound.profile)
+        if ticket is not None:
+            background_tasks.add_task(
+                record_ticket_email_reply, account.organization_id, ticket.id, inbound)
+            continue
+        background_tasks.add_task(process_channel_message, account.id, inbound)
+
+    return {"status": "ok"}