feat(chat): Socket.IO 双端通道、消息持久化与幂等

访客与客服分别鉴权接入，消息带客户端 ID 去重，重发只产生一条业务记录。

backend/app/services/chat_notifications.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.
+"""
+
+from typing import Optional
+
+from sqlalchemy.orm import Session
+
+from app.core.logger import get_logger
+from app.repositories.channels import ChannelConversationRepository
+from app.repositories.user import UserRepository
+from app.services.notifications import ChatNotificationEvent, notify_chat_event
+
+logger = get_logger(__name__)
+
+# A brand-new chat belongs to nobody, so recipients are whoever could actually
+# open it from the inbox. Anything narrower (e.g. the agent's groups) misses
+# new chats, which usually have no group at all.
+UNASSIGNED_CHAT_VIEWERS = (
+    "view_all_chats",
+    "manage_all_chats",
+    "view_unassigned_chats",
+    "super_admin",
+)
+
+CHANNEL_LABELS = {
+    "web": "the web widget",
+    "whatsapp": "WhatsApp",
+    "telegram": "Telegram",
+    "messenger": "Messenger",
+    "instagram": "Instagram",
+    "email": "email",
+}
+
+
+async def notify_new_chat(db: Session, session) -> None:
+    """Tell the team a customer started a new conversation.
+
+    Never raises — chat creation must not fail because a push did.
+    """
+    try:
+        if session is None or not session.organization_id:
+            return
+
+        users = UserRepository(db).get_users_with_any_permission(
+            session.organization_id, UNASSIGNED_CHAT_VIEWERS
+        )
+        if not users:
+            return
+
+        channel = CHANNEL_LABELS.get(session.channel, session.channel or "chat")
+        await notify_chat_event(
+            db=db,
+            user_ids=[user.id for user in users],
+            event=ChatNotificationEvent.NEW_CHAT,
+            title="New chat",
+            message=f"A new conversation started on {channel}.",
+            metadata={"session_id": str(session.session_id)},
+        )
+    except Exception as e:
+        logger.error(f"Error notifying new chat: {e}")
+
+
+# channel_conversations.extra flag. A thread is created with it False and it
+# turns True once the team has been told. A thread with no flag at all predates
+# it and was announced when it was created, so it is never announced again.
+TEAM_NOTIFIED = "team_notified"
+
+
+def team_not_yet_notified() -> dict:
+    """The extra a new channel thread starts with."""
+    return {TEAM_NOTIFIED: False}
+
+
+async def notify_new_channel_chat_once(db: Session, session, conversation) -> None:
+    """notify_new_chat for a channel thread, at most once. A thread can start
+    without needing the team — an external app answered it, or the business
+    sent the first message — so the moment to tell them is the first time it
+    actually reaches the AI or the inbox, not when it was created.
+
+    The flag is claimed under the conversation's row lock, so two first
+    messages processed at once page the team once. A thread a human already
+    holds is marked without paging anyone."""
+    if conversation is None or (conversation.extra or {}).get(TEAM_NOTIFIED) is not False:
+        return
+    previous = ChannelConversationRepository(db).merge_extra(conversation, {TEAM_NOTIFIED: True})
+    if (previous or {}).get(TEAM_NOTIFIED) is not False:
+        return  # another process claimed it first
+    if getattr(session, 'user_id', None) is not None:
+        return
+    await notify_new_chat(db, session)
+
+
+async def notify_chat_assigned(db: Session, session, user_id, assigned_by: Optional[str] = None) -> None:
+    """Tell a user a colleague handed them a conversation.
+
+    Never raises, and no-ops when someone claims a chat for themselves.
+    """
+    try:
+        if not user_id or (assigned_by and str(assigned_by) == str(user_id)):
+            return
+
+        await notify_chat_event(
+            db=db,
+            user_ids=[user_id],
+            event=ChatNotificationEvent.CHAT_ASSIGNED,
+            title="Chat assigned to you",
+            message="A conversation has been assigned to you.",
+            metadata={"session_id": str(session.session_id)},
+        )
+    except Exception as e:
+        logger.error(f"Error notifying chat assignment: {e}")