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/sms/__init__.py

@@ -0,0 +1,38 @@
+"""
+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 app.channels.sms.base import (
+    SmsProvider, SmsWebhookRequest, CredentialField,
+    get_provider, list_providers, register_provider,
+)
+# Import provider modules so they self-register
+from app.channels.sms import twilio  # noqa: F401
+from app.channels.sms import vonage  # noqa: F401
+from app.channels.sms import messagebird  # noqa: F401
+from app.channels.sms import plivo  # noqa: F401
+from app.channels.sms import brevo  # noqa: F401
+from app.channels.sms import sns  # noqa: F401
+# The channel adapter (registers itself for channel_type 'sms')
+from app.channels.sms import adapter  # noqa: F401
+
+__all__ = [
+    "SmsProvider",
+    "SmsWebhookRequest",
+    "CredentialField",
+    "get_provider",
+    "list_providers",
+    "register_provider",
+]

backend/app/channels/sms/adapter.py

@@ -0,0 +1,60 @@
+"""
+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 ClassVar, List, Optional
+
+from app.channels.base import ChannelAdapter, InboundMessage, SendResult
+from app.channels.registry import register_adapter
+from app.channels.sms.base import MAX_MESSAGE_LENGTH, get_provider
+from app.models.channels import ChannelAccount, ChannelConversation, ChannelType
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+
+def account_provider_name(account: ChannelAccount) -> str:
+    """The SMS provider chosen for this account (stored non-secret in settings;
+    defaults to twilio for accounts connected before providers existed)."""
+    return (account.settings or {}).get("provider", "twilio")
+
+
+class SmsAdapter(ChannelAdapter):
+    """The 'sms' channel. Inbound parsing/verification is provider-specific and
+    handled by the /webhooks/sms route; this adapter only dispatches outbound
+    sends to the account's provider."""
+
+    channel_type: ClassVar[str] = ChannelType.SMS.value
+
+    async def verify_webhook(self, headers: dict, raw_body: bytes, account: Optional[ChannelAccount]) -> bool:
+        # SMS inbound is verified per-provider inside the webhook route.
+        return account is not None
+
+    def parse_inbound(self, payload: dict) -> List[InboundMessage]:
+        # Inbound is parsed per-provider in the webhook route, not here.
+        return []
+
+    async def send_text(self, account: ChannelAccount, conversation: ChannelConversation, text: str) -> SendResult:
+        provider = get_provider(account_provider_name(account))
+        if provider is None:
+            return SendResult(ok=False, error=f"Unknown SMS provider '{account_provider_name(account)}'")
+        return await provider.send(account, conversation.external_conversation_id, text)
+
+    def format_outbound(self, markdown: str) -> str:
+        plain = markdown.replace("**", "").replace("__", "")
+        return plain[:MAX_MESSAGE_LENGTH]
+
+
+register_adapter(SmsAdapter())

backend/app/channels/sms/base.py

@@ -0,0 +1,136 @@
+"""
+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 json
+from abc import ABC, abstractmethod
+from dataclasses import dataclass, field
+from typing import ClassVar, Dict, List, Optional
+
+import httpx
+
+from app.channels.base import InboundMessage, SendResult
+from app.core.security import decrypt_api_key
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+REQUEST_TIMEOUT_SECONDS = 15.0
+# Carriers segment long messages; keep replies to a sane cap
+MAX_MESSAGE_LENGTH = 1600
+
+_http_client: Optional[httpx.AsyncClient] = None
+
+
+def get_http_client() -> httpx.AsyncClient:
+    global _http_client
+    if _http_client is None or _http_client.is_closed:
+        _http_client = httpx.AsyncClient(timeout=REQUEST_TIMEOUT_SECONDS)
+    return _http_client
+
+
+@dataclass
+class SmsWebhookRequest:
+    """Everything a provider needs to verify and parse an inbound webhook,
+    normalized by the /webhooks/sms route so providers stay transport-agnostic."""
+    headers: dict
+    params: dict                     # decoded form params (repeated keys → last)
+    param_pairs: List[tuple]         # form params preserving order/duplicates
+    json_body: Optional[dict]        # parsed JSON body (JSON providers)
+    raw_body: bytes
+    url: str                         # the public webhook URL (for signatures)
+
+
+@dataclass
+class CredentialField:
+    key: str
+    label: str
+    secret: bool = False
+    optional: bool = False
+
+
+class SmsProvider(ABC):
+    """A pluggable SMS backend (Twilio, Vonage, ...). One SmsProvider per
+    vendor; all share the single 'sms' channel so conversations, badges and
+    agent routing stay uniform."""
+
+    name: ClassVar[str]
+    label: ClassVar[str]
+    # Credential fields the connect UI collects (besides the phone number)
+    credential_fields: ClassVar[List[CredentialField]] = []
+    # True when the provider signs inbound webhooks and we need the raw body
+    signs_webhook: ClassVar[bool] = False
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        """Authenticate an inbound webhook. Default: accept - providers that leave
+        signs_webhook False have no signature to check, and the route authenticates
+        them with the per-account URL token instead."""
+        return True
+
+    @abstractmethod
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        """Normalize an inbound SMS into InboundMessage(s)."""
+
+    async def handle_control(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        """Handle non-message control callbacks (e.g. SNS subscription
+        confirmation). Return True if fully handled — the route then stops."""
+        return False
+
+    @abstractmethod
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        """Send an SMS from the account's number to `to`."""
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        """Optionally verify credentials at connect time. Raise ValueError with
+        a user-facing message on failure. Default: no check."""
+        return None
+
+    @staticmethod
+    def credentials(account: ChannelAccount) -> dict:
+        return json.loads(decrypt_api_key(account.encrypted_credentials))
+
+
+_providers: Dict[str, SmsProvider] = {}
+
+
+def register_provider(provider: SmsProvider) -> SmsProvider:
+    _providers[provider.name] = provider
+    return provider
+
+
+def get_provider(name: str) -> Optional[SmsProvider]:
+    return _providers.get(name)
+
+
+def list_providers() -> List[SmsProvider]:
+    return list(_providers.values())
+
+
+def inbound(to: str, sender: str, text: str, message_id: str) -> InboundMessage:
+    """Build a normalized InboundMessage for an SMS (conversation keyed by the
+    customer's number). external_message_id is left empty when the provider
+    gives none — the webhook skips dedupe rather than risk collapsing two
+    legitimate identical replies (e.g. "Yes", "Yes") into one."""
+    return InboundMessage(
+        external_account_id=to,
+        external_conversation_id=sender,
+        external_user_id=sender,
+        external_message_id=message_id or "",
+        text=text,
+        # The sender *is* the customer's number; providers vary on the leading
+        # '+' (Twilio sends it, Vonage doesn't) — normalize_phone accepts both.
+        profile={"phone": sender},
+    )

backend/app/channels/sms/brevo.py

@@ -0,0 +1,74 @@
+"""
+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 ClassVar, List
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+BREVO_SMS_API = "https://api.brevo.com/v3/transactionalSMS/sms"
+
+
+class BrevoProvider(SmsProvider):
+    """Brevo transactional SMS. Outbound only in most plans — inbound replies
+    depend on Brevo's inbound SMS support; when available they post to the
+    per-account webhook URL (authenticated by its token, not a signature)."""
+
+    name: ClassVar[str] = "brevo"
+    label: ClassVar[str] = "Brevo"
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("api_key", "API key", secret=True),
+    ]
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        # Brevo inbound payloads vary; accept the common field names.
+        p = req.json_body or req.params
+        sender = p.get("from") or p.get("sender") or p.get("msisdn") or ""
+        text = (p.get("text") or p.get("message") or p.get("content") or "").strip()
+        if not sender or not text:
+            return []
+        recipient = str(p.get("to") or account.external_account_id)
+        return [inbound(recipient, sender, text, str(p.get("id") or p.get("messageId") or ""))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            response = await get_http_client().post(
+                BREVO_SMS_API,
+                headers={"api-key": creds["api_key"], "content-type": "application/json"},
+                json={"sender": account.external_account_id, "recipient": to, "content": text},
+            )
+            data = response.json()
+            if response.status_code >= 300:
+                return SendResult(ok=False, error=str(data.get("message") or f"HTTP {response.status_code}"))
+            return SendResult(ok=True, external_message_id=str(data.get("messageId", "")))
+        except Exception as e:
+            logger.error(f"Brevo send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        if not credentials.get("api_key"):
+            raise ValueError("API key is required")
+
+
+register_provider(BrevoProvider())

backend/app/channels/sms/messagebird.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.
+"""
+
+import base64
+import hashlib
+import hmac
+from typing import ClassVar, List
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+MESSAGEBIRD_API = "https://rest.messagebird.com/messages"
+
+
+class MessageBirdProvider(SmsProvider):
+    name: ClassVar[str] = "messagebird"
+    label: ClassVar[str] = "MessageBird (Bird)"
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("access_key", "Access key", secret=True),
+        CredentialField("signing_key", "Signing key (optional)", secret=True, optional=True),
+    ]
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        signing_key = self.credentials(account).get("signing_key")
+        if not signing_key:
+            return True
+        timestamp = req.headers.get("messagebird-request-timestamp", "")
+        signature = req.headers.get("messagebird-signature", "")
+        if not (timestamp and signature):
+            return False
+        # v1: base64(HMAC-SHA256(key, "{ts}\n{url}\n{sha256(body)}"))
+        body_hash = hashlib.sha256(req.raw_body).digest()
+        parts = timestamp.encode() + b"\n" + req.url.encode() + b"\n" + body_hash
+        expected = base64.b64encode(hmac.new(signing_key.encode(), parts, hashlib.sha256).digest()).decode()
+        return hmac.compare_digest(expected, signature)
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        p = req.json_body or req.params
+        sender = p.get("originator") or p.get("sender") or ""
+        text = (p.get("payload") or p.get("body") or "").strip()
+        if not sender or not text:
+            return []
+        recipient = str(p.get("recipient") or account.external_account_id)
+        return [inbound(recipient, sender, text, str(p.get("id", "")))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            response = await get_http_client().post(
+                MESSAGEBIRD_API,
+                headers={"Authorization": f"AccessKey {creds['access_key']}"},
+                json={"originator": account.external_account_id, "recipients": [to], "body": text},
+            )
+            data = response.json()
+            if response.status_code >= 300:
+                errors = data.get("errors") or [{}]
+                return SendResult(ok=False, error=str(errors[0].get("description") or f"HTTP {response.status_code}"))
+            return SendResult(ok=True, external_message_id=str(data.get("id", "")))
+        except Exception as e:
+            logger.error(f"MessageBird send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        if not credentials.get("access_key"):
+            raise ValueError("Access key is required")
+
+
+register_provider(MessageBirdProvider())

backend/app/channels/sms/plivo.py

@@ -0,0 +1,95 @@
+"""
+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 base64
+import hashlib
+import hmac
+from typing import ClassVar, List
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+from app.core.external_urls import external_base
+
+logger = get_logger(__name__)
+
+PLIVO_API_BASE = external_base("PLIVO_API_BASE", "https://api.plivo.com/v1")
+
+
+class PlivoProvider(SmsProvider):
+    name: ClassVar[str] = "plivo"
+    label: ClassVar[str] = "Plivo"
+    signs_webhook: ClassVar[bool] = True
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("auth_id", "Auth ID"),
+        CredentialField("auth_token", "Auth token", secret=True),
+    ]
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        """X-Plivo-Signature-V3: base64(HMAC-SHA256(auth_token, url + nonce))."""
+        auth_token = self.credentials(account).get("auth_token", "")
+        signature = req.headers.get("x-plivo-signature-v3", "")
+        nonce = req.headers.get("x-plivo-signature-v3-nonce", "")
+        if not (auth_token and signature and nonce):
+            return False
+        expected = base64.b64encode(
+            hmac.new(auth_token.encode(), (req.url + nonce).encode(), hashlib.sha256).digest()
+        ).decode()
+        # Plivo may send multiple comma-separated signatures
+        return any(hmac.compare_digest(expected, s) for s in signature.split(","))
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        p = req.params
+        sender, text = p.get("From", ""), (p.get("Text") or "").strip()
+        if not sender or not text:
+            return []
+        return [inbound(p.get("To", ""), sender, text, p.get("MessageUUID", ""))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            response = await get_http_client().post(
+                f"{PLIVO_API_BASE}/Account/{creds['auth_id']}/Message/",
+                auth=(creds["auth_id"], creds["auth_token"]),
+                json={"src": account.external_account_id, "dst": to, "text": text},
+            )
+            data = response.json()
+            if response.status_code >= 300:
+                return SendResult(ok=False, error=str(data.get("error") or f"HTTP {response.status_code}"))
+            ids = data.get("message_uuid") or []
+            return SendResult(ok=True, external_message_id=ids[0] if ids else None)
+        except Exception as e:
+            logger.error(f"Plivo send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        auth_id, token = credentials.get("auth_id"), credentials.get("auth_token")
+        if not (auth_id and token):
+            raise ValueError("Auth ID and auth token are required")
+        try:
+            response = await get_http_client().get(
+                f"{PLIVO_API_BASE}/Account/{auth_id}/", auth=(auth_id, token))
+        except Exception as e:
+            raise ValueError(f"Could not reach Plivo: {e}")
+        if response.status_code >= 300:
+            raise ValueError("Invalid Plivo Auth ID or auth token")
+
+
+register_provider(PlivoProvider())

backend/app/channels/sms/sns.py

@@ -0,0 +1,173 @@
+"""
+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 asyncio
+import base64
+import json
+import re
+from typing import ClassVar, List, Optional
+from urllib.parse import urlparse
+
+from cryptography.hazmat.primitives import hashes
+from cryptography.hazmat.primitives.asymmetric import padding
+from cryptography.x509 import load_pem_x509_certificate
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+# Signed-string field order per SNS message type
+_SIGN_FIELDS = {
+    "Notification": ["Message", "MessageId", "Subject", "Timestamp", "TopicArn", "Type"],
+    "SubscriptionConfirmation": ["Message", "MessageId", "SubscribeURL", "Timestamp", "Token", "TopicArn", "Type"],
+    "UnsubscribeConfirmation": ["Message", "MessageId", "SubscribeURL", "Timestamp", "Token", "TopicArn", "Type"],
+}
+_cert_cache: dict = {}
+
+
+def _string_to_sign(body: dict) -> Optional[str]:
+    fields = _SIGN_FIELDS.get(body.get("Type"))
+    if not fields:
+        return None
+    parts = []
+    for key in fields:
+        if key in body and body[key] is not None:
+            parts.append(f"{key}\n{body[key]}\n")
+    return "".join(parts)
+
+
+# Only genuine SNS endpoints — NOT any *.amazonaws.com (e.g. an attacker could
+# host a spoofed cert on *.s3.amazonaws.com). AWS SNS uses sns.<region>.amazonaws.com.
+_SNS_HOST_RE = re.compile(r"^sns\.[a-z0-9-]+\.amazonaws\.com$")
+
+
+def _valid_sns_host(url: str) -> bool:
+    parsed = urlparse(url)
+    return parsed.scheme == "https" and parsed.hostname is not None and \
+        bool(_SNS_HOST_RE.match(parsed.hostname))
+
+
+class SnsProvider(SmsProvider):
+    """AWS SNS / End User Messaging. Outbound via SNS Publish; inbound arrives
+    as SNS HTTPS-subscription notifications (two-way SMS → SNS topic)."""
+
+    name: ClassVar[str] = "sns"
+    label: ClassVar[str] = "AWS SNS"
+    signs_webhook: ClassVar[bool] = True
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("aws_access_key_id", "AWS access key ID"),
+        CredentialField("aws_secret_access_key", "AWS secret access key", secret=True),
+        CredentialField("region", "AWS region (e.g. us-east-1)"),
+        CredentialField("topic_arn", "SNS topic ARN (optional)", optional=True),
+    ]
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        body = req.json_body or {}
+        configured_topic = self.credentials(account).get("topic_arn")
+        if configured_topic and body.get("TopicArn") != configured_topic:
+            return False
+        cert_url = body.get("SigningCertURL", "")
+        if not _valid_sns_host(cert_url):
+            return False
+        string_to_sign = _string_to_sign(body)
+        signature = body.get("Signature")
+        if not string_to_sign or not signature:
+            return False
+        try:
+            cert_pem = await self._fetch_cert(cert_url)
+            algorithm = hashes.SHA256() if body.get("SignatureVersion") == "2" else hashes.SHA1()
+            public_key = load_pem_x509_certificate(cert_pem).public_key()
+            public_key.verify(base64.b64decode(signature), string_to_sign.encode(),
+                              padding.PKCS1v15(), algorithm)
+            return True
+        except Exception as e:
+            logger.error(f"SNS signature verification failed: {e}")
+            return False
+
+    async def handle_control(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        """Auto-confirm the SNS HTTPS subscription by visiting SubscribeURL."""
+        body = req.json_body or {}
+        if body.get("Type") == "SubscriptionConfirmation" and body.get("SubscribeURL"):
+            # Only fetch AWS-hosted SubscribeURLs — verify_webhook already ran,
+            # but restrict here too to avoid any SSRF to an attacker URL.
+            if not _valid_sns_host(body["SubscribeURL"]):
+                logger.warning(f"Refusing non-SNS SubscribeURL for account {account.id}")
+                return True
+            try:
+                await get_http_client().get(body["SubscribeURL"])
+                logger.info(f"Confirmed SNS subscription for account {account.id}")
+            except Exception as e:
+                logger.error(f"SNS subscription confirmation failed: {e}")
+            return True
+        return body.get("Type") == "UnsubscribeConfirmation"
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        body = req.json_body or {}
+        if body.get("Type") != "Notification":
+            return []
+        message = body.get("Message")
+        try:
+            sms = json.loads(message) if isinstance(message, str) else (message or {})
+        except (ValueError, TypeError):
+            return []
+        sender = sms.get("originationNumber", "")
+        text = (sms.get("messageBody") or "").strip()
+        if not sender or not text:
+            return []
+        return [inbound(sms.get("destinationNumber", ""), sender, text, body.get("MessageId", ""))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            message_id = await asyncio.to_thread(self._publish, creds, to, text)
+            return SendResult(ok=True, external_message_id=message_id)
+        except Exception as e:
+            logger.error(f"SNS send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    @staticmethod
+    def _publish(creds: dict, to: str, text: str) -> str:
+        import boto3
+        client = boto3.client(
+            "sns",
+            aws_access_key_id=creds["aws_access_key_id"],
+            aws_secret_access_key=creds["aws_secret_access_key"],
+            region_name=creds.get("region"),
+        )
+        result = client.publish(PhoneNumber=to, Message=text)
+        return result.get("MessageId", "")
+
+    async def _fetch_cert(self, url: str) -> bytes:
+        if url in _cert_cache:
+            return _cert_cache[url]
+        response = await get_http_client().get(url)
+        cert = response.content
+        _cert_cache[url] = cert
+        return cert
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        for key in ("aws_access_key_id", "aws_secret_access_key", "region"):
+            if not credentials.get(key):
+                raise ValueError("AWS access key, secret, and region are required")
+
+
+register_provider(SnsProvider())

backend/app/channels/sms/twilio.py

@@ -0,0 +1,104 @@
+"""
+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 base64
+import hashlib
+import hmac
+from typing import ClassVar, List
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+from app.core.external_urls import external_base
+
+logger = get_logger(__name__)
+
+TWILIO_API_BASE = external_base("TWILIO_API_BASE", "https://api.twilio.com/2010-04-01")
+
+
+def _verify_signature(auth_token: str, url: str, param_pairs, signature: str) -> bool:
+    """X-Twilio-Signature: base64(HMAC-SHA1(auth_token, url + sorted concatenated
+    key/values)). param_pairs preserves repeated keys.
+
+    HMAC-SHA1 is mandated by Twilio's signature spec (not a free choice); HMAC
+    with SHA1 remains secure for message authentication.
+    """
+    if not auth_token or not signature:
+        return False
+    payload = url + "".join(f"{k}{v}" for k, v in sorted(param_pairs, key=lambda kv: kv[0]))
+    expected = base64.b64encode(
+        hmac.new(auth_token.encode(), payload.encode(), hashlib.sha1).digest()  # noqa: S324 - Twilio protocol
+    ).decode()
+    return hmac.compare_digest(expected, signature)
+
+
+class TwilioProvider(SmsProvider):
+    name: ClassVar[str] = "twilio"
+    label: ClassVar[str] = "Twilio"
+    signs_webhook: ClassVar[bool] = True
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("account_sid", "Account SID"),
+        CredentialField("auth_token", "Auth token", secret=True),
+    ]
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        return _verify_signature(
+            self.credentials(account).get("auth_token", ""),
+            req.url, req.param_pairs,
+            req.headers.get("x-twilio-signature", ""),
+        )
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        p = req.params
+        sender, body = p.get("From", ""), (p.get("Body") or "").strip()
+        if not sender or not body:
+            return []
+        return [inbound(p.get("To", ""), sender, body, p.get("MessageSid", ""))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            response = await get_http_client().post(
+                f"{TWILIO_API_BASE}/Accounts/{creds['account_sid']}/Messages.json",
+                auth=(creds["account_sid"], creds["auth_token"]),
+                data={"From": account.external_account_id, "To": to, "Body": text},
+            )
+            data = response.json()
+            if response.status_code >= 300:
+                return SendResult(ok=False, error=str(data.get("message") or f"HTTP {response.status_code}"))
+            return SendResult(ok=True, external_message_id=data.get("sid"))
+        except Exception as e:
+            logger.error(f"Twilio send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        sid, token = credentials.get("account_sid"), credentials.get("auth_token")
+        if not (sid and token):
+            raise ValueError("Account SID and auth token are required")
+        try:
+            response = await get_http_client().get(
+                f"{TWILIO_API_BASE}/Accounts/{sid}.json", auth=(sid, token))
+        except Exception as e:
+            raise ValueError(f"Could not reach Twilio: {e}")
+        if response.status_code >= 300:
+            raise ValueError("Invalid Twilio Account SID or auth token")
+
+
+register_provider(TwilioProvider())

backend/app/channels/sms/vonage.py

@@ -0,0 +1,104 @@
+"""
+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 hashlib
+import hmac
+from typing import ClassVar, List
+
+from app.channels.base import InboundMessage, SendResult
+from app.channels.sms.base import (
+    CredentialField, SmsProvider, SmsWebhookRequest,
+    get_http_client, inbound, register_provider,
+)
+from app.models.channels import ChannelAccount
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+VONAGE_SMS_URL = "https://rest.nexmo.com/sms/json"
+
+
+def _verify_hmac_signature(params: dict, signature_secret: str) -> bool:
+    """Vonage HMAC-SHA256 signed-webhook check: HMAC-SHA256(secret) over the
+    sorted params (excluding `sig`, with `&`/`=` in values replaced by `_`).
+
+    Configure the Vonage account's signature method as "SHA-256 HMAC". The
+    legacy MD5 method is intentionally not supported (weak hash).
+    """
+    provided = params.get("sig", "")
+    if not provided:
+        return False
+    parts = []
+    for key in sorted(k for k in params if k != "sig"):
+        value = str(params[key]).replace("&", "_").replace("=", "_")
+        parts.append(f"&{key}={value}")
+    digest = hmac.new(
+        signature_secret.encode(), "".join(parts).encode(), hashlib.sha256
+    ).hexdigest().upper()
+    return hmac.compare_digest(digest, provided.upper())
+
+
+class VonageProvider(SmsProvider):
+    name: ClassVar[str] = "vonage"
+    label: ClassVar[str] = "Vonage (Nexmo)"
+    credential_fields: ClassVar[List[CredentialField]] = [
+        CredentialField("api_key", "API key"),
+        CredentialField("api_secret", "API secret", secret=True),
+        CredentialField("signature_secret", "Signature secret (optional)", secret=True, optional=True),
+    ]
+
+    async def verify_webhook(self, req: SmsWebhookRequest, account: ChannelAccount) -> bool:
+        secret = self.credentials(account).get("signature_secret")
+        if not secret:
+            # No signature configured - the route authenticates this account with the
+            # per-account webhook token instead (signs_webhook is False).
+            return True
+        source = req.json_body or req.params
+        return _verify_hmac_signature(source, secret)
+
+    def parse_inbound(self, req: SmsWebhookRequest, account: ChannelAccount) -> List[InboundMessage]:
+        p = req.json_body or req.params
+        sender = p.get("msisdn", "")
+        text = (p.get("text") or "").strip()
+        if not sender or not text:
+            return []
+        return [inbound(p.get("to", ""), sender, text, p.get("messageId", ""))]
+
+    async def send(self, account: ChannelAccount, to: str, text: str) -> SendResult:
+        creds = self.credentials(account)
+        try:
+            response = await get_http_client().post(VONAGE_SMS_URL, data={
+                "api_key": creds["api_key"],
+                "api_secret": creds["api_secret"],
+                "from": account.external_account_id,
+                "to": to,
+                "text": text,
+            })
+            data = response.json()
+            message = (data.get("messages") or [{}])[0]
+            if message.get("status") != "0":
+                return SendResult(ok=False, error=str(message.get("error-text") or "Vonage send failed"))
+            return SendResult(ok=True, external_message_id=message.get("message-id"))
+        except Exception as e:
+            logger.error(f"Vonage send failed: {e}")
+            return SendResult(ok=False, error=str(e))
+
+    async def validate_credentials(self, phone_number: str, credentials: dict) -> None:
+        if not (credentials.get("api_key") and credentials.get("api_secret")):
+            raise ValueError("API key and API secret are required")
+
+
+register_provider(VonageProvider())