feat: harden support, localize knowledge and add operator availability [skip ci]

Source-only publication of reviewed commit 64e96a7f423673dc29ad56485be9fc79bce8af1c.

Passed in isolation: focused frontend/backend tests, race checks, TypeScript typecheck, lint, Go compilation, Flowgram build, and deterministic SDK build/tests.

Not accepted as a production release: Next.js export/native assembly remains blocked by environment memory limits; browser interaction and MySQL staging acceptance remain unverified. No production server, database/schema, runtime configuration, deployment, release tag, or workflow execution was performed.

Expected source tree: 0a4a7528e9.

internal/pkg/i18nx/locales/en-US.yml

@@ -1,3 +1,4 @@
+# Modified in the independent hardening fork; upstream notices retained.
 error.e0001: "AI Agent not found"
 error.e0002: "AI Agent not found."
 error.e0003: "AI Agent not found or disabled."
@@ -567,3 +568,77 @@ tool.graph.prepareTicketDraft.param.expectedOutcome: "The user's expected outcom
 tool.graph.prepareTicketDraft.param.currentAttempt: "Current attempted troubleshooting steps. Optional."
 error.setup.invalidQuickFixAction: "Unsupported setup quick-fix action: %v"
 error.setup.authRequired: "Sign in to run setup diagnostics or quick fixes"
+
+error.setup.previewRequired: "Review a setup preview and explicitly confirm its token before applying changes."
+error.setup.previewChanged: "Configuration changed since the preview. Review a new preview before applying."
+error.setup.targetRequired: "Select a specific existing record, or use its settings to choose the intended configuration."
+error.setup.targetUnavailable: "The selected record is unavailable, deleted or ineligible. It was not restored."
+error.setup.persistenceFailed: "Setup configuration could not be read or saved. No incomplete repair was committed."
+error.setup.bypassUnsupported: "Bypassing AI is not supported by this diagnostic. Run a human-only route check or test AI separately."
+error.channel.configChanged: "The channel configuration changed. Reload it and review your changes before saving again."
+error.channel.configUpdateFailed: "The channel configuration could not be saved. Please try again."
+
+# Knowledge-base display labels and safe application-owned messages.
+knowledge.labels.unknown: "Unknown"
+knowledge.labels.type.document: "Document knowledge base"
+knowledge.labels.type.faq: "FAQ knowledge base"
+knowledge.labels.status.0: "Enabled"
+knowledge.labels.status.1: "Disabled"
+knowledge.labels.status.2: "Deleted"
+knowledge.labels.index.pending: "Pending"
+knowledge.labels.index.indexed: "Indexed"
+knowledge.labels.index.failed: "Index failed"
+knowledge.labels.mode.1: "Strict mode"
+knowledge.labels.mode.2: "Assist mode"
+knowledge.labels.channel.im: "Conversations"
+knowledge.labels.channel.agent_assist: "Agent assist"
+knowledge.labels.channel.api: "API"
+knowledge.labels.channel.debug: "Debug"
+knowledge.labels.scene.first_response: "First response"
+knowledge.labels.scene.assist: "Assisted reply"
+knowledge.labels.scene.qa: "Q&A"
+knowledge.labels.answer.1: "Answered"
+knowledge.labels.answer.2: "No answer"
+knowledge.labels.answer.3: "Fallback"
+knowledge.labels.answer.4: "Blocked"
+knowledge.labels.chunk.text: "Text"
+knowledge.labels.chunk.faq: "Q&A"
+knowledge.labels.chunk.table: "Table"
+knowledge.labels.chunk.code: "Code"
+error.knowledge.indexFailed: "Indexing failed. Check the indexing configuration and try again."
+error.knowledge.retrieveFailed: "Knowledge retrieval failed. Check the retrieval configuration and try again."
+error.knowledge.workflowReference: "This knowledge base is used by workflow “%s”. Remove it from the knowledge retrieval node first."
+error.knowledge.workflowReferences: "This knowledge base is used by %d workflows. Remove it from their knowledge retrieval nodes first."
+knowledge.rag.fallback.noAnswer: "The knowledge base currently has no clear information."
+knowledge.rag.fallback.suggestRetry: "The knowledge base did not contain enough clear information. Try asking a more specific question."
+knowledge.rag.system.assist: "You are a customer support knowledge base assistant. Prioritize the supplied knowledge excerpts. You may summarize them, but do not invent facts that were not provided. Respond in English."
+knowledge.rag.system.strict: "You are a strict customer support knowledge base assistant. Answer only from the supplied knowledge excerpts. If they are insufficient, explicitly state that the knowledge base has no clear information. Respond in English."
+knowledge.rag.userPrompt: "User question: %s\n\nReference material:\n%s"
+
+knowledge.excel.question: "Primary question"
+knowledge.excel.answer: "Answer"
+knowledge.excel.similarQuestions: "Similar questions"
+knowledge.excel.remark: "Notes"
+knowledge.excel.exampleQuestion: "How do I reset my password?"
+knowledge.excel.exampleAnswer: "Open your profile settings and select Reset password."
+knowledge.excel.exampleSimilar: "I forgot my password\nWhere can I reset my password?"
+knowledge.excel.exampleRemark: "Account"
+knowledge.rag.context.faq: "[FAQ: %s]\n%s\n\n"
+knowledge.rag.context.faqTitle: "FAQ#%d"
+knowledge.rag.context.documentTitle: "Document#%d"
+knowledge.rag.context.documentSection: "[Document: %s | Section: %s]\n%s\n\n"
+knowledge.rag.context.documentHeading: "[Document: %s | Title: %s]\n%s\n\n"
+knowledge.rag.context.document: "[Document: %s]\n%s\n\n"
+knowledge.rag.faq.question: "Question: %s"
+knowledge.rag.faq.similarQuestions: "Similar questions: %s"
+knowledge.rag.faq.answer: "Answer: %s"
+knowledge.rag.faq.separator: "; "
+
+# Support availability validation.
+error.supportAvailability.invalidCalendar: "Enter a valid timezone, weekly hours, and date exceptions."
+error.supportAvailability.invalidAbsence: "Vacation requires a start and end with an explicit timezone; the end must be after the start."
+error.supportAvailability.unavailable: "This operator is not currently eligible for new conversations. Refresh availability and try again."
+error.supportAvailability.persistence: "Support availability could not be loaded or saved. Please try again."
+error.supportAvailability.noProfile: "An enabled support operator profile is required."
+error.supportAvailability.invalidStatus: "Choose a valid working availability status."
+error.supportAvailability.invalidTime: "Enter a timestamp including its timezone offset."

internal/pkg/i18nx/locales/ru-RU.yml

@@ -1,3 +1,4 @@
+# Modified in the independent hardening fork; upstream notices retained.
 error.e0001: "ИИ-агент не найден"
 error.e0002: "ИИ-агент не найден."
 error.e0003: "ИИ-агент не найден или отключён."
@@ -566,4 +567,77 @@ tool.graph.prepareTicketDraft.param.impact: "Область воздействи
 tool.graph.prepareTicketDraft.param.expectedOutcome: "Ожидаемый результат или запрос пользователя."
 tool.graph.prepareTicketDraft.param.currentAttempt: "Предпринятые шаги по устранению. Необязательно."
 error.setup.invalidQuickFixAction: "Неподдерживаемое действие быстрой настройки: %v"
-error.setup.authRequired: "Войдите в систему для запуска диагностики или быстрой настройки"
+error.setup.authRequired: "Войдите в систему для запуска диагностики или быстрой настройки"
+error.setup.previewRequired: "Перед применением изменений просмотрите план и явно подтвердите его токен."
+error.setup.previewChanged: "После предварительного просмотра настройки изменились. Просмотрите новый план."
+error.setup.targetRequired: "Выберите конкретную запись или задайте нужную конфигурацию в её настройках."
+error.setup.targetUnavailable: "Выбранная запись недоступна, удалена или не подходит. Она не была восстановлена."
+error.setup.persistenceFailed: "Не удалось прочитать или сохранить настройки. Неполное исправление не было сохранено."
+error.setup.bypassUnsupported: "Эта диагностика не поддерживает обход ИИ. Проверьте маршрут только с оператором или протестируйте ИИ отдельно."
+error.channel.configChanged: "Настройки канала изменились. Перезагрузите их и проверьте изменения перед повторным сохранением."
+error.channel.configUpdateFailed: "Не удалось сохранить настройки канала. Попробуйте ещё раз."
+
+# Knowledge-base display labels and safe application-owned messages.
+knowledge.labels.unknown: "Неизвестно"
+knowledge.labels.type.document: "База знаний документов"
+knowledge.labels.type.faq: "База знаний FAQ"
+knowledge.labels.status.0: "Включено"
+knowledge.labels.status.1: "Отключено"
+knowledge.labels.status.2: "Удалено"
+knowledge.labels.index.pending: "Ожидает индексации"
+knowledge.labels.index.indexed: "Проиндексировано"
+knowledge.labels.index.failed: "Ошибка индексации"
+knowledge.labels.mode.1: "Строгий режим"
+knowledge.labels.mode.2: "Вспомогательный режим"
+knowledge.labels.channel.im: "Диалоги"
+knowledge.labels.channel.agent_assist: "Помощник оператора"
+knowledge.labels.channel.api: "API"
+knowledge.labels.channel.debug: "Отладка"
+knowledge.labels.scene.first_response: "Первый ответ"
+knowledge.labels.scene.assist: "Подсказка ответа"
+knowledge.labels.scene.qa: "Вопросы и ответы"
+knowledge.labels.answer.1: "Ответ получен"
+knowledge.labels.answer.2: "Нет ответа"
+knowledge.labels.answer.3: "Резервный ответ"
+knowledge.labels.answer.4: "Заблокирован"
+knowledge.labels.chunk.text: "Текст"
+knowledge.labels.chunk.faq: "Вопросы и ответы"
+knowledge.labels.chunk.table: "Таблица"
+knowledge.labels.chunk.code: "Код"
+error.knowledge.indexFailed: "Не удалось выполнить индексацию. Проверьте настройки индексации и повторите попытку."
+error.knowledge.retrieveFailed: "Не удалось выполнить поиск по базе знаний. Проверьте настройки поиска и повторите попытку."
+error.knowledge.workflowReference: "Эта база знаний используется в процессе «%s». Сначала удалите её из узла поиска по базе знаний."
+error.knowledge.workflowReferences: "Эта база знаний используется в %d процессах. Сначала удалите её из узлов поиска по базе знаний."
+knowledge.rag.fallback.noAnswer: "В базе знаний пока нет однозначной информации."
+knowledge.rag.fallback.suggestRetry: "В базе знаний недостаточно однозначной информации. Попробуйте задать более конкретный вопрос."
+knowledge.rag.system.assist: "Вы помощник службы поддержки по базе знаний. Отвечайте прежде всего на основе предоставленных фрагментов. Можно обобщать их, но нельзя придумывать отсутствующие факты. Отвечайте на русском языке."
+knowledge.rag.system.strict: "Вы помощник службы поддержки, строго использующий базу знаний. Отвечайте только на основе предоставленных фрагментов. Если их недостаточно, прямо сообщите, что в базе знаний нет однозначной информации. Отвечайте на русском языке."
+knowledge.rag.userPrompt: "Вопрос пользователя: %s\n\nСправочные материалы:\n%s"
+
+knowledge.excel.question: "Основной вопрос"
+knowledge.excel.answer: "Ответ"
+knowledge.excel.similarQuestions: "Похожие вопросы"
+knowledge.excel.remark: "Примечания"
+knowledge.excel.exampleQuestion: "Как сбросить пароль?"
+knowledge.excel.exampleAnswer: "Откройте настройки профиля и выберите «Сбросить пароль»."
+knowledge.excel.exampleSimilar: "Я забыл пароль\nГде можно сбросить пароль?"
+knowledge.excel.exampleRemark: "Учётная запись"
+knowledge.rag.context.faq: "[FAQ: %s]\n%s\n\n"
+knowledge.rag.context.faqTitle: "FAQ#%d"
+knowledge.rag.context.documentTitle: "Документ №%d"
+knowledge.rag.context.documentSection: "[Документ: %s | Раздел: %s]\n%s\n\n"
+knowledge.rag.context.documentHeading: "[Документ: %s | Заголовок: %s]\n%s\n\n"
+knowledge.rag.context.document: "[Документ: %s]\n%s\n\n"
+knowledge.rag.faq.question: "Вопрос: %s"
+knowledge.rag.faq.similarQuestions: "Похожие вопросы: %s"
+knowledge.rag.faq.answer: "Ответ: %s"
+knowledge.rag.faq.separator: "; "
+
+# Support availability validation.
+error.supportAvailability.invalidCalendar: "Укажите корректный часовой пояс, часы работы по дням недели и исключения по датам."
+error.supportAvailability.invalidAbsence: "Для отпуска укажите начало и окончание с часовым поясом. Окончание должно быть позже начала."
+error.supportAvailability.unavailable: "Этот оператор сейчас не может принимать новые обращения. Обновите данные о доступности и повторите попытку."
+error.supportAvailability.persistence: "Не удалось загрузить или сохранить настройки доступности поддержки. Повторите попытку."
+error.supportAvailability.noProfile: "Требуется активный профиль оператора поддержки."
+error.supportAvailability.invalidStatus: "Выберите корректный рабочий статус доступности."
+error.supportAvailability.invalidTime: "Укажите дату и время со смещением часового пояса."

internal/pkg/i18nx/locales/zh-CN.yml

@@ -1,3 +1,4 @@
+# Modified in the independent hardening fork; upstream notices retained.
 error.e0001: "AI Agent not found"
 error.e0002: "AI Agent 不存在"
 error.e0003: "AI Agent 不存在或已停用"
@@ -567,3 +568,77 @@ tool.graph.prepareTicketDraft.param.expectedOutcome: "用户期望的处理结
 tool.graph.prepareTicketDraft.param.currentAttempt: "当前已尝试过的处理步骤，可选。"
 error.setup.invalidQuickFixAction: "不支持的一键修复操作：%v"
 error.setup.authRequired: "请先登录以执行配置诊断或一键修复"
+
+error.setup.previewRequired: "应用更改前，请先预览设置并明确确认预览令牌。"
+error.setup.previewChanged: "预览后配置已更改。请重新预览后再应用。"
+error.setup.targetRequired: "请选择具体记录，或在对应设置中选择所需配置。"
+error.setup.targetUnavailable: "所选记录不可用、已删除或不符合条件，未进行恢复。"
+error.setup.persistenceFailed: "无法读取或保存设置配置，未提交不完整的修复。"
+error.setup.bypassUnsupported: "此诊断不支持绕过 AI。请检查仅人工路由，或单独测试 AI。"
+error.channel.configChanged: "渠道配置已更改。请重新加载并检查更改后再保存。"
+error.channel.configUpdateFailed: "无法保存渠道配置，请重试。"
+
+# Knowledge-base display labels and safe application-owned messages.
+knowledge.labels.unknown: "未知"
+knowledge.labels.type.document: "文档知识库"
+knowledge.labels.type.faq: "FAQ知识库"
+knowledge.labels.status.0: "启用"
+knowledge.labels.status.1: "禁用"
+knowledge.labels.status.2: "已删除"
+knowledge.labels.index.pending: "待索引"
+knowledge.labels.index.indexed: "已索引"
+knowledge.labels.index.failed: "索引失败"
+knowledge.labels.mode.1: "严格模式"
+knowledge.labels.mode.2: "辅助模式"
+knowledge.labels.channel.im: "客服会话"
+knowledge.labels.channel.agent_assist: "客服助手"
+knowledge.labels.channel.api: "API接口"
+knowledge.labels.channel.debug: "调试"
+knowledge.labels.scene.first_response: "首次回复"
+knowledge.labels.scene.assist: "辅助回复"
+knowledge.labels.scene.qa: "问答"
+knowledge.labels.answer.1: "正常"
+knowledge.labels.answer.2: "无答案"
+knowledge.labels.answer.3: "兜底回复"
+knowledge.labels.answer.4: "已屏蔽"
+knowledge.labels.chunk.text: "文本"
+knowledge.labels.chunk.faq: "问答"
+knowledge.labels.chunk.table: "表格"
+knowledge.labels.chunk.code: "代码"
+error.knowledge.indexFailed: "索引失败。请检查索引配置后重试。"
+error.knowledge.retrieveFailed: "知识检索失败。请检查检索配置后重试。"
+error.knowledge.workflowReference: "知识库正在被流程「%s」使用，请先从知识检索节点中移除"
+error.knowledge.workflowReferences: "知识库正在被 %d 个流程使用，请先从知识检索节点中移除"
+knowledge.rag.fallback.noAnswer: "当前知识库暂无明确信息。"
+knowledge.rag.fallback.suggestRetry: "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。"
+knowledge.rag.system.assist: "你是客服知识库助手。请优先依据提供的知识片段回答，可以做轻度归纳，但不要编造未提供的事实。请使用中文回答。"
+knowledge.rag.system.strict: "你是严格的客服知识库助手。只能依据提供的知识片段回答；如果资料不足，请明确说明知识库暂无明确信息。请使用中文回答。"
+knowledge.rag.userPrompt: "用户问题：%s\n\n参考资料：\n%s"
+
+knowledge.excel.question: "标准问题"
+knowledge.excel.answer: "答案"
+knowledge.excel.similarQuestions: "相似问"
+knowledge.excel.remark: "备注"
+knowledge.excel.exampleQuestion: "如何重置密码？"
+knowledge.excel.exampleAnswer: "进入个人设置后点击重置密码。"
+knowledge.excel.exampleSimilar: "忘记密码怎么办\n重置密码在哪里"
+knowledge.excel.exampleRemark: "账号"
+knowledge.rag.context.faq: "【FAQ：%s】\n%s\n\n"
+knowledge.rag.context.faqTitle: "FAQ#%d"
+knowledge.rag.context.documentTitle: "文档#%d"
+knowledge.rag.context.documentSection: "【文档：%s｜章节：%s】\n%s\n\n"
+knowledge.rag.context.documentHeading: "【文档：%s｜标题：%s】\n%s\n\n"
+knowledge.rag.context.document: "【文档：%s】\n%s\n\n"
+knowledge.rag.faq.question: "问题：%s"
+knowledge.rag.faq.similarQuestions: "相似问：%s"
+knowledge.rag.faq.answer: "回答：%s"
+knowledge.rag.faq.separator: "；"
+
+# Support availability validation.
+error.supportAvailability.invalidCalendar: "请输入有效的时区、每周工作时间和特殊日期规则。"
+error.supportAvailability.invalidAbsence: "休假需要包含明确时区的开始和结束时间，结束时间必须晚于开始时间。"
+error.supportAvailability.unavailable: "该客服当前无法接收新会话。请刷新可用状态后重试。"
+error.supportAvailability.persistence: "无法加载或保存客服可用状态。请重试。"
+error.supportAvailability.noProfile: "需要已启用的客服资料。"
+error.supportAvailability.invalidStatus: "请选择有效的工作状态。"
+error.supportAvailability.invalidTime: "请输入包含时区偏移的日期和时间。"