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/channels/sent_choices.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.
+
+The stored record of the choices a message actually went out with — what the
+inbox shows under it, and what a later tap on one of them is read against.
+Encrypted: the choices can echo what the customer said.
+"""
+
+from typing import Optional
+
+from app.channels.base import InteractiveMessage
+from app.channels.interactive import all_choices, choice_text
+from app.core.encryption import decrypt_json, encrypt_json
+
+# chat_history.attributes key the record is stored under
+SENT_CHOICES_ATTRIBUTE = "interactive_sent"
+
+
+def encode_sent_choices(message: InteractiveMessage, as_text: bool, numbered: bool = False) -> dict:
+    """The record for one sent message; `as_text` when the choices had to go
+    as a numbered list instead of buttons; `numbered` when the customer saw
+    them numbered either way (so a bare "2" picks the second)."""
+    return encrypt_json({
+        "kind": message.kind.value,
+        "as_text": as_text,
+        "numbered": as_text or numbered,
+        "choices": [{"id": c.id, "text": choice_text(c)} for c in all_choices(message)],
+    })
+
+
+def decode_sent_choices(value) -> Optional[dict]:
+    record = decrypt_json(value)
+    return record if isinstance(record, dict) else None
+
+
+def sent_numbered_choice(record: Optional[dict], typed: str) -> Optional[str]:
+    """The full text of the choice the customer typed the number of (1-based),
+    when the record's choices were shown numbered. A number that is itself
+    one of the choices ("2" guests) is that choice, not a position."""
+    choices = (record or {}).get("choices") or []
+    if not (record or {}).get("numbered") or not typed.isdecimal():
+        return None
+    if any((choice.get("text") or "").strip() == typed for choice in choices):
+        return None
+    number = int(typed)
+    return choices[number - 1].get("text") if 1 <= number <= len(choices) else None
+
+
+def sent_choice_text(record: Optional[dict], choice_id: str) -> Optional[str]:
+    """The full text of the choice with this id in a sent-choices record."""
+    for choice in (record or {}).get("choices") or []:
+        if choice.get("id") == choice_id:
+            return choice.get("text")
+    return None