修复快捷咨询串入人工会话及上下文切换

docs/architecture.md

@@ -86,6 +86,7 @@ tests/                        # 按业务模块组织的回归
 - 单文件围绕一个职责；超过约 300–400 行时检查职责，而非按行数机械拆分。报价数据保持单一来源；兼容转发不复制字典。页面脚本按页面保留既有执行顺序和全局函数，不擅自改为 ES Modules。
 - 配色、字体基线和通用控件放在 `theme.css`，页面布局放在对应 CSS。客户页通过 `body.dark` 覆盖主题令牌；新增可翻译文案加入 `chat.js` 的 `I18N`，静态文案用 `data-i18n`。调整样式后检查桌面、390px 窄屏、侧栏、聊天卡片和客服空/活动状态。
 - 客户附件预览由 `clearAttachment` 管理，轨迹展开由 `fillTrackCard` 管理。客服 `drafts` 按 `sid` 保存草稿，发送成功后只清理已确认发送的内容；常用回复仅填入草稿。`renderList` 只在展示数据变化时重绘。
+- 客户页 `resetConversation` 统一处理新建、快捷问题和历史切换；人工路由同时绑定 `humanConvId` 与当前会话版本。旧建会话、历史、人工申请和轮询的异步结果不得覆盖新话题。三个业务快捷入口开启独立 AI 对话，联系人工入口才进入人工模式；排队/接待状态常驻输入框上方，可用「返回 AI 问答」结束人工会话。人工消息确认成功后才清空草稿，失败保留输入；服务端校验可选 `conv_id` 并拒绝已关闭会话。
 - 客服工作台默认只展示会话列表和全高聊天区；统计使用原生 `details` 收在「数据概览」。`setSessionTab` 切换接待/排队列表，`setChatView` 与 `showSessionList` 控制 720px 及以下的整屏导航，不结束当前会话。`setToolsOpen` 控制默认关闭的服务资料：1200px 以上为侧栏，较窄屏为抽屉；列表入口让未选会话的手机用户也能查看留言。
 
 ## 后续结构调整顺序

logistics_chat/human_service.py

@@ -42,11 +42,20 @@ def human_poll(sid, after, typing_map):
 def human_send(data):
     sid = data.get('sid')
     side = data.get('side', 'customer')
-    content = (data.get('content') or '').strip()
-    if not sid or not content:
+    content = data.get('content') or ''
+    if not sid or not isinstance(content, str) or not content.strip() or side not in ('customer', 'agent'):
         return ({'ok': False}, 400)
+    content = content.strip()
     now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
     conn = connect()
+    conn.execute('BEGIN IMMEDIATE')
+    row = conn.execute('SELECT conv_id, status FROM human_sessions WHERE id=?', (sid,)).fetchone()
+    if not row:
+        conn.close()
+        return ({'ok': False, 'error': 'session_not_found'}, 404)
+    if row[1] == 'closed' or (data.get('conv_id') is not None and data['conv_id'] != row[0]):
+        conn.close()
+        return ({'ok': False, 'error': 'conversation_changed'}, 409)
     conn.execute('INSERT INTO human_messages(session_id, side, content, ctime) VALUES(?,?,?,?)', (sid, side, content, now))
     conn.commit()
     conn.close()

static/css/chat.css

@@ -87,6 +87,8 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .recent-date { white-space: nowrap; color: var(--muted); font-size: 10px; }
 .composer { flex-shrink: 0; align-self: center; width: min(820px, calc(100% - 76px)); padding: 12px 0 15px; background: var(--surface); }
 .hot-bar { display: flex; flex-wrap: wrap; align-items: center; gap: 7px; margin-bottom: 10px; }
+.human-session { display: flex; align-items: center; justify-content: space-between; gap: 12px; padding: 10px 12px; margin-bottom: 10px; border: 1px solid var(--border); border-radius: 8px; background: var(--brand-soft); color: var(--secondary); font-size: 12px; }
+.human-session button { flex-shrink: 0; padding: 6px 9px; border: 1px solid var(--border); border-radius: 6px; background: var(--surface); color: var(--brand-text); font-size: 12px; }
 .hot-bar-label { font-size: 10px; color: var(--muted); margin-right: 3px; }
 .hot-bar .hot-capsule { border: 0; padding: 4px 8px; background: var(--surface-soft); font-size: 10px; }
 .input-area { display: flex; align-items: flex-end; gap: 10px; border: 1px solid var(--border); border-radius: 12px; padding: 9px; background: var(--surface); box-shadow: 0 3px 15px rgba(28, 47, 80, .035); }

static/js/chat.js

@@ -10,6 +10,15 @@ let uploadVersion = 0;
 let followLatest = true;
 let creatingConv = null;
 let sendPreparing = false;
+let conversationVersion = 0;
+let activeQuickTopic = null;
+let humanConvId = null;
+let humanStatus = '';
+let humanRequestToken = null;
+let humanPollTimer = null;
+let humanSendingToken = null;
+let humanClosing = false;
+window.humanSid = 0;
 SupportUI.initEmoji(document.getElementById('emoji-toggle'), document.getElementById('emoji-panel'), inputDom, function(){ autoGrow(); });
 document.getElementById('notifications-toggle').onclick = function(){ SupportUI.enableNotifications(this); };
 
@@ -175,6 +184,17 @@ const I18N = {
         offlineSaved: "留言已提交，工作时间（8:00-22:00）会尽快回复您。",
         humanClosed: "人工客服已结束，您可以继续向 AI 提问。",
         humanReply: "客服回复",
+        humanConnecting: "正在为您连接人工客服…",
+        humanWaiting: "正在排队，消息将由人工客服接入后回复。您也可以返回 AI 继续咨询。",
+        humanActive: "人工客服接待中，消息将发送给人工客服。",
+        returnAI: "返回 AI 问答",
+        humanSent: "已发送给人工客服",
+        humanSending: "正在发送给人工客服…",
+        humanSendFailed: "消息未发送成功，内容已保留，请重试。",
+        humanConnectFailed: "人工客服连接失败，请稍后重试。",
+        humanPollFailed: "人工客服连接中断，正在重试。您可以返回 AI 继续咨询。",
+        humanReturnFailed: "暂时无法结束人工会话，请重试。",
+        historyLoading: "正在加载这段会话，请稍候…",
         recalled: "该消息已撤回",
         ratingQuestion: "本次服务满意吗？",
         ratingThanks: "感谢您的评价！",
@@ -248,6 +268,17 @@ const I18N = {
         offlineSaved: "Message submitted. Our team will reply during service hours (08:00–22:00).",
         humanClosed: "This support session has ended. You can continue chatting with the AI assistant.",
         humanReply: "Support reply",
+        humanConnecting: "Connecting you to our support team…",
+        humanWaiting: "You are in the queue. A team member will reply after joining, or you can return to AI chat.",
+        humanActive: "You are chatting with our support team. Messages will be sent to a team member.",
+        returnAI: "Return to AI chat",
+        humanSent: "Sent to our support team",
+        humanSending: "Sending to our support team…",
+        humanSendFailed: "Message not sent. Your text has been kept. Please retry.",
+        humanConnectFailed: "Could not connect to our support team. Please try again.",
+        humanPollFailed: "Support connection lost. Retrying, or you can return to AI chat.",
+        humanReturnFailed: "Could not end the support session. Please try again.",
+        historyLoading: "Loading this conversation. Please wait…",
         recalled: "This message was recalled",
         ratingQuestion: "How was your support experience?",
         ratingThanks: "Thank you for your feedback!",
@@ -339,6 +370,7 @@ function applyLanguage(lang){
     if(tb) tb.title = dict.toBottom;
     const tg = document.querySelector(".toggle-divider");
     if(tg) tg.title = tg.getAttribute('aria-expanded') === 'false' ? dict.sideExpand : dict.sideCollapse;
+    updateHumanMode();
 
     // 欢迎页（若当前显示的是欢迎页则重绘）
     if(chatDom.querySelector(".ai-welcome-card")){
@@ -495,12 +527,19 @@ function welcomeHTML(){
 if(clearAllBtn){
 clearAllBtn.onclick = function(){
     if(!confirm(t("confirmClear"))) return;
-    if(cancelActive){ cancelActive(); cancelActive = null; }
+    const version = resetConversation(null);
+    openingConv = 'clearing';
     fetch("/api/clear_all", {method:"DELETE"})
-    .then(()=>{
-        currentConvId = null;
+    .then(response=>{
+        if(!response.ok) throw new Error('Clear failed');
+        if(version !== conversationVersion) return;
+        openingConv = null;
         chatDom.innerHTML = welcomeHTML();
         loadHistory();
+    }).catch(function(){
+        if(version !== conversationVersion) return;
+        openingConv = null;
+        setComposerStatus(t('networkFail'), true);
     });
 }
 }
@@ -508,13 +547,11 @@ clearAllBtn.onclick = function(){
 // 新建对话：只清界面，等用户开口时再建会话
 if(newChatBtn){
 newChatBtn.onclick = function(){
-    if(cancelActive){ cancelActive(); cancelActive = null; }
-    if(sseInstance){ sseInstance.close(); sseInstance = null; }
+    resetConversation(null);
     inputDom.value = "";
     autoGrow();
     clearAttachment();
     setComposerStatus("");
-    currentConvId = null;
     chatDom.innerHTML = welcomeHTML();
     chatDom.scrollTop = 0;
     followLatest = true;
@@ -647,33 +684,56 @@ function renderRecentChat(){
 function ensureConv(){
     if(currentConvId) return Promise.resolve(currentConvId);
     if(creatingConv) return creatingConv;
-    creatingConv = fetch("/api/new_chat", {method:"POST"})
+    const version = conversationVersion;
+    const pending = fetch("/api/new_chat", {method:"POST"})
         .then(async function(res){
             const data = await res.json();
             if(!res.ok || !data.id) throw new Error('Session failed');
             return data;
         })
         .then(data=>{
+            if(version !== conversationVersion){
+                const error = new Error('Conversation changed');
+                error.name = 'AbortError';
+                throw error;
+            }
             currentConvId = data.id;
             if(data.welcome) addMsg(t('autoWelcome'), false);
             return currentConvId;
-        }).finally(function(){ creatingConv = null; });
-    return creatingConv;
+        }).finally(function(){ if(creatingConv === pending) creatingConv = null; });
+    creatingConv = pending;
+    return pending;
+}
+
+function resetConversation(id){
+    if(cancelActive){ cancelActive(); cancelActive = null; }
+    if(sseInstance){ sseInstance.close(); sseInstance = null; }
+    conversationVersion += 1;
+    stopHumanMode();
+    currentConvId = id;
+    openingConv = null;
+    creatingConv = null;
+    sendPreparing = false;
+    activeQuickTopic = null;
+    setBusy(false);
+    setComposerStatus('');
+    return conversationVersion;
 }
 
 // 打开历史会话：还原整段对话，而不是把标题重发一遍
 let openingConv = null;
 function openConversation(id){
     if(openingConv === id) return;       // 防连点
+    const version = resetConversation(id);
     openingConv = id;
-    if(cancelActive){ cancelActive(); cancelActive = null; }
-    if(sseInstance){ sseInstance.close(); sseInstance = null; }
-    currentConvId = id;
+    setComposerStatus(t('historyLoading'));
     renderSideHistory();
     fetch("/api/get_messages?conv_id=" + id)
-    .then(res=>res.json())
+    .then(res=>{ if(!res.ok) throw new Error('History failed'); return res.json(); })
     .then(msgs=>{
+        if(version !== conversationVersion) return;
         openingConv = null;
+        setComposerStatus('');
         chatDom.innerHTML = "";
         if(!msgs.length){
             chatDom.innerHTML = welcomeHTML();
@@ -693,7 +753,11 @@ function openConversation(id){
         });
         // 等渲染完再滚到底部
         requestAnimationFrame(function(){ scrollChatToEnd(true); });
-    })["catch"](function(){ openingConv = null; });
+    }).catch(function(){
+        if(version !== conversationVersion) return;
+        openingConv = null;
+        setComposerStatus(t('networkFail'), true);
+    });
 }
 
 const CARD_PREFIX = "__CARD__";
@@ -749,12 +813,12 @@ function fillTrackCard(el, card){
     }
 }
 
-function createMessageRow(isUser){
+function createMessageRow(isUser, authorRole){
     const row = document.createElement("div");
     row.className = "msg-row " + (isUser ? "user-line" : "robot-line");
     const author = document.createElement("div");
     author.className = "message-author";
-    const role = isUser ? "you" : (window.humanSid ? "humanAgent" : "assistant");
+    const role = isUser ? "you" : (authorRole || "assistant");
     author.innerHTML = (isUser ? "" : '<span class="author-mark">' + welcomeIcon("box") + '</span>') + '<span data-i18n="' + role + '">' + t(role) + '</span>';
     row.appendChild(author);
     return row;
@@ -775,19 +839,20 @@ loadHistory();
 
 window.fillInput = function(words){
     inputDom.value = words;
-    doSend();
+    return doSend();
 }
 
 // 点快捷问题：另起一个会话，不同话题就不会堆进同一条历史
 window.askNewTopic = function(words){
-    if(cancelActive){ cancelActive(); cancelActive = null; }
-    currentConvId = null;          // 下次发送时自动新建会话
+    if(activeQuickTopic === words && (sendPreparing || window.__busy)) return;
+    resetConversation(null);
+    activeQuickTopic = words;
     // 新话题先重置界面，发送第一条消息时再收起欢迎内容。
     if(!chatDom.querySelector('.ai-welcome-card')){
         chatDom.innerHTML = welcomeHTML();
     }
     inputDom.value = words;
-    doSend();
+    return doSend();
 }
 
 window.sendOrder = function(){
@@ -816,64 +881,161 @@ function myOrders(){
     .catch(function(){ addMsg("查询失败，请重试", false); });
 }
 
+function updateHumanMode(){
+    const banner = document.getElementById('human-session');
+    const label = document.getElementById('human-session-label');
+    const button = document.getElementById('return-ai');
+    if(banner) banner.hidden = !window.humanSid && !humanRequestToken;
+    const text = t(humanRequestToken ? 'humanConnecting' : humanStatus === 'active' ? 'humanActive' : 'humanWaiting');
+    if(label && label.textContent !== text) label.textContent = text;
+    if(button){
+        button.textContent = t('returnAI');
+        button.disabled = Boolean(humanRequestToken || humanClosing || humanSendingToken);
+    }
+    sendBtn.disabled = Boolean(humanRequestToken || humanClosing || humanSendingToken);
+}
+
+function stopHumanMode(){
+    if(humanPollTimer !== null) clearInterval(humanPollTimer);
+    humanPollTimer = null;
+    humanConvId = null;
+    humanStatus = '';
+    humanRequestToken = null;
+    humanSendingToken = null;
+    humanClosing = false;
+    window.humanSid = 0;
+    const typing = document.getElementById('human-typing');
+    if(typing) typing.remove();
+    updateHumanMode();
+}
+
+async function humanRequest(path, data){
+    const controller = new AbortController();
+    const timer = setTimeout(function(){ controller.abort(); }, 10000);
+    try{
+        const response = await fetch(path, {method:data ? 'POST' : 'GET',
+            headers:data ? {'Content-Type':'application/json'} : {},
+            body:data ? JSON.stringify(data) : undefined, signal:controller.signal});
+        const result = await response.json();
+        if(!response.ok){
+            const error = new Error('Human request failed');
+            error.status = response.status;
+            throw error;
+        }
+        return result;
+    }finally{ clearTimeout(timer); }
+}
+
 window.showHuman = async function(){
-    if(window.humanSid){
-        addMsg("您已在人工客服会话中，请直接提问。", false);
-        return;
+    if(humanRequestToken || humanClosing) return;
+    if(window.humanSid && humanConvId === currentConvId){ updateHumanMode(); return; }
+    if(window.humanSid) stopHumanMode();
+    const hour = new Date().getHours();
+    if(hour < 8 || hour >= 22) return leaveOfflineMessage();
+    const token = {version:conversationVersion};
+    humanRequestToken = token;
+    if(cancelActive){ cancelActive(); cancelActive = null; }
+    setBusy(false);
+    updateHumanMode();
+    try{
+        const cid = await ensureConv();
+        if(humanRequestToken !== token || token.version !== conversationVersion) return;
+        const data = await humanRequest('/api/human/request', {conv_id:cid});
+        if(humanRequestToken !== token || token.version !== conversationVersion) return;
+        if(data.closed){ await leaveOfflineMessage(); return; }
+        if(!data.ok || !data.session_id) throw new Error('Human session failed');
+        window.humanSid = data.session_id;
+        humanConvId = cid;
+        humanStatus = 'waiting';
+        addMsg(t('humanWaiting'), false);
+        startHumanPoll();
+    }catch(error){
+        if(humanRequestToken === token && token.version === conversationVersion) setComposerStatus(t('humanConnectFailed'), true);
+    }finally{
+        if(humanRequestToken === token){ humanRequestToken = null; updateHumanMode(); }
+    }
+};
+
+async function returnToAI(){
+    if(!window.humanSid || humanClosing || humanSendingToken) return;
+    const sid = window.humanSid, version = conversationVersion;
+    humanClosing = true;
+    updateHumanMode();
+    try{
+        const result = await humanRequest('/api/human/close', {sid:sid});
+        if(!result.ok) throw new Error('Close failed');
+        if(version !== conversationVersion || window.humanSid !== sid) return;
+        stopHumanMode();
+        setComposerStatus('');
+        addMsg(t('humanClosed'), false);
+        inputDom.focus();
+    }catch(error){
+        if(version === conversationVersion) setComposerStatus(t('humanReturnFailed'), true);
+    }finally{
+        if(version === conversationVersion){ humanClosing = false; updateHumanMode(); }
+    }
+}
+const returnAIButton = document.getElementById('return-ai');
+if(returnAIButton) returnAIButton.onclick = returnToAI;
+
+async function sendHumanMessage(content){
+    if(humanSendingToken || humanClosing) return;
+    const sid = window.humanSid, cid = currentConvId, version = conversationVersion;
+    const draft = inputDom.value, attachment = window.__pendingImg;
+    const token = {};
+    humanSendingToken = token;
+    updateHumanMode();
+    setComposerStatus(t('humanSending'));
+    try{
+        const result = await humanRequest('/api/human/send', {sid:sid, conv_id:cid, side:'customer', content:content});
+        if(!result.ok) throw new Error('Send failed');
+        if(version !== conversationVersion || humanSendingToken !== token) return;
+        addMsg(content, true);
+        if(inputDom.value === draft){ inputDom.value = ''; autoGrow(); }
+        if(window.__pendingImg === attachment) clearAttachment();
+        setComposerStatus(t(humanStatus === 'active' ? 'humanSent' : 'humanWaiting'));
+        inputDom.focus();
+    }catch(error){
+        if(version !== conversationVersion || humanSendingToken !== token) return;
+        if(error.status === 404 || error.status === 409) stopHumanMode();
+        setComposerStatus(t('humanSendFailed'), true);
+    }finally{
+        if(humanSendingToken === token){ humanSendingToken = null; updateHumanMode(); }
     }
-    var now = new Date();
-    var h = now.getHours();
-    var work = h >= 8 && h < 22;
-    if(!work){
-        leaveOfflineMessage();
-        return;
-    }
-    addMsg("正在为您转接人工客服...", false);
-    if(!currentConvId){
-        try{ await ensureConv(); }catch(e){ setComposerStatus(t('sessionFail'), true); return; }
-    }
-    fetch("/api/human/request",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({conv_id:currentConvId||0})})
-    .then(function(r){return r.json()})
-    .then(function(d){
-        if(d.ok){
-            window.humanSid = d.session_id;
-            addMsg("您已加入人工排队，请稍候...", false);
-            startHumanPoll();
-        }else if(d.closed){
-            leaveOfflineMessage();
-        }else{
-            addMsg("转接失败，请稍后再试。", false);
-        }
-    })
-    .catch(function(){
-        addMsg("网络错误，请稍后再试。", false);
-    });
 }
-window.humanSid = 0;
 async function leaveOfflineMessage(){
+    const version = conversationVersion;
     addMsg(t('humanHours'), false);
     const message = window.prompt(t('offlinePrompt'));
     if(!message) return;
     try{
-        const response = await fetch('/api/ticket', {method:'POST', headers:{'Content-Type':'application/json'}, body:JSON.stringify({content:message, phone:''})});
-        const data = await response.json();
-        if(!response.ok || !data.ok) throw new Error('Ticket failed');
-        addMsg(t('offlineSaved'), false);
-    }catch(error){ setComposerStatus(t('networkFail'), true); }
+        const data = await humanRequest('/api/ticket', {content:message, phone:''});
+        if(!data.ok) throw new Error('Ticket failed');
+        if(version === conversationVersion) addMsg(t('offlineSaved'), false);
+    }catch(error){
+        if(version !== conversationVersion) return;
+        if(!inputDom.value) inputDom.value = message;
+        setComposerStatus(t('networkFail'), true);
+    }
 }
 
 function startHumanPoll(){
     let last=0;
     let polling=false;
     const sid=window.humanSid;
+    const cid=humanConvId, version=conversationVersion;
+    let hadPollError=false;
+    if(humanPollTimer !== null) clearInterval(humanPollTimer);
     const pollTimer=setInterval(()=>{
-        if(window.humanSid !== sid){ clearInterval(pollTimer); return; }
+        if(window.humanSid !== sid || version !== conversationVersion || currentConvId !== cid){ clearInterval(pollTimer); return; }
         if(polling) return;
         polling=true;
-        fetch("/api/human/poll?sid="+sid+"&after="+last)
-        .then(r=>r.json())
+        humanRequest("/api/human/poll?sid="+sid+"&after="+last)
         .then(d=>{
-            if(window.humanSid !== sid) return;
+            if(window.humanSid !== sid || version !== conversationVersion || currentConvId !== cid) return;
+            if(hadPollError){ setComposerStatus(''); hadPollError=false; }
+            humanStatus=d.status;
+            updateHumanMode();
             d.messages.forEach(m=>{
                 if(m.id <= last) return;
                 last = m.id;
@@ -888,7 +1050,7 @@ function startHumanPoll(){
                     system.textContent = m.content;
                     chatDom.appendChild(system);
                 }else if(m.side === 'agent'){
-                    const bubble = addMsg(m.content, false);
+                    const bubble = addMsg(m.content, false, 'humanAgent');
                     bubble.closest('.msg-row').setAttribute('data-human-message-id', String(m.id));
                     SupportUI.notify(t('humanReply'), m.content.substring(0, 50));
                 }
@@ -896,12 +1058,9 @@ function startHumanPoll(){
                 if(typing) typing.remove();
             });
             if(d.status==="closed"){
-                clearInterval(pollTimer);
-                window.humanSid=0;
-                window.__busy=false;
-                if(typeof setBusy==="function") setBusy(false);
-                const typing = document.getElementById('human-typing');
-                if(typing) typing.remove();
+                if(humanClosing) return;
+                stopHumanMode();
+                setBusy(false);
                 addMsg(t('humanClosed'), false);
                 SupportUI.addRating(chatDom, sid, {question:t('ratingQuestion'), thanks:t('ratingThanks'), failed:t('ratingFailed')});
                 scrollChatToEnd();
@@ -920,13 +1079,18 @@ function startHumanPoll(){
                 oldT.remove();
             }
         })
-        .catch(()=>{}).finally(function(){ polling=false; });
+        .catch(function(){
+            if(version !== conversationVersion || window.humanSid !== sid) return;
+            hadPollError=true;
+            setComposerStatus(t('humanPollFailed'), true);
+        }).finally(function(){ polling=false; });
     }, 1000);
+    humanPollTimer = pollTimer;
 }
 
-function addMsg(content, isUser){
+function addMsg(content, isUser, authorRole){
     if(chatDom.querySelector('.ai-welcome-card')) chatDom.innerHTML = "";
-    const rowDiv = createMessageRow(isUser);
+    const rowDiv = createMessageRow(isUser, authorRole);
     let robotMsg;
     // 检测图片附件
     let imgUrl = null;
@@ -1134,35 +1298,31 @@ async function doSend(retryText){
         return;
     }
     if(uploadPending){ setComposerStatus(t("uploading")); return; }
+    if(humanSendingToken || humanClosing) return;
     var fullContent = sendWord;
     if(imgUrl) fullContent += (fullContent ? " " : "") + tag + imgUrl;
     setComposerStatus("");
+    if(openingConv !== null){ setComposerStatus(t('historyLoading')); return; }
+    if(humanRequestToken || humanClosing){ updateHumanMode(); return; }
     // 人工客服模式：直接发给客服，不走AI
-    if(window.humanSid){
-        var content = sendWord;
-        if(imgUrl) content += (content ? " " : "") + tag + imgUrl;
-        if(!isRetry) addMsg(content, true);
-        inputDom.value = "";
-        autoGrow();
-        window.__pendingImg = ""; window.__pendingTag = "[图片]";
-        var p = document.getElementById("imgPreview"); if(p) p.remove();
-        inputDom.focus();
-        fetch("/api/human/send",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:window.humanSid,side:"customer",content:content})});
-        return;
-    }
+    if(window.humanSid && humanConvId === currentConvId) return sendHumanMessage(fullContent);
+    if(window.humanSid) stopHumanMode();
 
     if(sendPreparing || (window.__busy && !retryText)) return;  // 防连点
     if(cancelActive){ cancelActive(); cancelActive = null; }
 
     sendPreparing = true;
+    const version = conversationVersion;
+    let convId;
     try{
-        await ensureConv();
+        convId = await ensureConv();
     }catch(error){
-        setComposerStatus(t('sessionFail'), true);
+        if(version === conversationVersion) setComposerStatus(t('sessionFail'), true);
         return;
     }finally{
-        sendPreparing = false;
+        if(version === conversationVersion) sendPreparing = false;
     }
+    if(version !== conversationVersion || humanRequestToken) return;
     if(!isRetry){
         addMsg(fullContent, true);
         inputDom.value = "";
@@ -1257,7 +1417,7 @@ async function doSend(retryText){
     cancelActive = stop;
 
     function handleFrame(dataText){
-        if(settled) return;
+        if(settled || version !== conversationVersion) return;
         let obj;
         try{
             obj = JSON.parse(dataText);
@@ -1309,7 +1469,7 @@ async function doSend(retryText){
     fetch("/stream_chat", {
         method: "POST",
         headers: {"Content-Type": "application/json"},
-        body: JSON.stringify({msg: fullContent, conv_id: currentConvId}),
+        body: JSON.stringify({msg: fullContent, conv_id: convId}),
         signal: controller.signal
     }).then(function(res){
         if(!res.ok){ throw new Error("HTTP " + res.status); }

templates/index.html

@@ -49,6 +49,7 @@
             </section>
         </div>
         <footer class="composer">
+            <div id="human-session" class="human-session" role="status" hidden><span id="human-session-label"></span><button id="return-ai" type="button">返回 AI 问答</button></div>
             <div class="hot-bar">
                 <span class="hot-bar-label" data-i18n="quickLabel">快捷咨询</span>
                 <button type="button" class="hot-capsule" data-question-index="0" data-i18n="footerTrack">查运单</button>

tests/frontend/chat.test.cjs

@@ -5,12 +5,14 @@ const path = require('node:path');
 const vm = require('node:vm');
 const flush = () => new Promise(setImmediate);
 
-async function customerPage(){
-    const elements = new Map(), listeners = {}, intervals = [], calls = [];
+async function customerPage(pageOptions = {}){
+    const elements = new Map(), listeners = {}, intervals = new Map(), calls = [], hooks = {};
+    let intervalId = 0, nextConvId = 1;
     class Element {
         constructor(){
             this.children = []; this.attributes = {}; this.value = ''; this.style = {};
             this.className = ''; this.dataset = {}; this.scrollHeight = 300; this.clientHeight = 300;
+            this.listeners = {};
             this.classList = {
                 contains: name => this.className.split(' ').includes(name),
                 add: name => { this.className += ' '+name; },
@@ -24,7 +26,8 @@ async function customerPage(){
         get textContent(){ return (this.text || this.innerText || this.html || '')+this.children.map(child => child.textContent).join(''); }
         setAttribute(name, value){ this.attributes[name] = value; }
         getAttribute(name){ return this.attributes[name]; }
-        addEventListener(){}
+        addEventListener(name, callback){ this.listeners[name] = callback; }
+        click(){ if(this.disabled) return; if(this.onclick) return this.onclick(); if(this.listeners.click) return this.listeners.click({target:this}); }
         appendChild(child){ child.parent = this; this.children.push(child); }
         append(...children){ children.forEach(child => this.appendChild(child)); }
         focus(){}
@@ -39,31 +42,49 @@ async function customerPage(){
             };
             return this.children.flatMap(child => [...(matches(child) ? [child] : []), ...child.querySelectorAll(selector)]);
         }
-        closest(selector){ return this.classList.contains(selector.slice(1)) ? this : this.parent && this.parent.closest(selector); }
+        closest(selector){
+            if(selector === 'button[data-question]' && this.dataset.question) return this;
+            if(selector === 'button[data-human-support]' && this.attributes['data-human-support'] != null) return this;
+            return this.classList.contains(selector.slice(1)) ? this : this.parent && this.parent.closest(selector);
+        }
         remove(){ if(this.parent) this.parent.children = this.parent.children.filter(child => child !== this); }
     }
     const element = key => { if(!elements.has(key)) elements.set(key, new Element()); return elements.get(key); };
+    const quickButtons = [0, 1, 2].map(index => { const button = new Element(); button.dataset.questionIndex = String(index); return button; });
     const document = {
         body: new Element(), documentElement: {},
         getElementById: id => ['human-typing', 'imgPreview', 'recentChatWrap'].includes(id) ? null : element(id),
-        querySelector: selector => element(selector), querySelectorAll: () => [],
+        querySelector: selector => element(selector), querySelectorAll: selector => selector === '[data-question-index]' ? quickButtons : [],
         createElement: () => new Element(),
         addEventListener: (name, callback) => { listeners[name] = callback; },
     };
-    class TestDate extends Date { constructor(...args){ super(...(args.length ? args : [2026, 9, 29, 12])); } }
+    class TestDate extends Date { constructor(...args){ super(...(args.length ? args : [2026, 9, 29, pageOptions.hour ?? 12])); } }
     let state = {status:'active', messages:[]};
     const context = vm.createContext({
-        document, console, Date:TestDate, navigator:{language:'zh-CN'},
+        document, console, Date:TestDate, navigator:{language:'zh-CN'}, AbortController, TextDecoder,
+        requestAnimationFrame:callback => callback(),
         localStorage:{getItem:() => null, setItem(){}},
-        window:{innerWidth:1200, addEventListener(){}, matchMedia:() => ({matches:false})},
-        setInterval: callback => { intervals.push(callback); return intervals.length; },
-        clearInterval(){}, setTimeout(){}, clearTimeout(){},
+        window:{innerWidth:1200, addEventListener(){}, matchMedia:() => ({matches:false}), prompt:() => pageOptions.offlineMessage || null},
+        setInterval: callback => { const id = ++intervalId; intervals.set(id, callback); return id; },
+        clearInterval:id => intervals.delete(id), setTimeout(){}, clearTimeout(){},
         fetch: async (url, options) => {
             calls.push({url, body:options && options.body && JSON.parse(options.body)});
-            const data = url === '/api/new_chat' ? {id:1, welcome:'welcome'}
+            if(hooks[url]) return hooks[url](options);
+            if(url.startsWith('/api/human/poll') && hooks.poll) return hooks.poll(url);
+            if(url.startsWith('/api/get_messages') && hooks.messages) return hooks.messages(url);
+            if(url === '/stream_chat'){
+                let read = false;
+                return {ok:true, body:{getReader:() => ({read:async () => {
+                    if(read) return {done:true};
+                    read = true;
+                    return {value:new TextEncoder().encode('data: {"t":"测试 AI 回复"}\n\ndata: {"d":1}\n\n'), done:false};
+                }})}};
+            }
+            const data = url === '/api/new_chat' ? {id:nextConvId++, welcome:'welcome'}
                 : url === '/api/human/request' ? {ok:true, session_id:7}
                 : url.startsWith('/api/human/poll') ? state
-                : url === '/api/rate' ? {ok:true} : [];
+                : ['/api/rate', '/api/human/send', '/api/human/close', '/api/ticket'].includes(url) ? {ok:true}
+                : url === '/api/get_history' ? (pageOptions.history || []) : [];
             return {ok:true, json:async () => data};
         },
     });
@@ -72,9 +93,13 @@ async function customerPage(){
     }
     listeners.DOMContentLoaded();
     await flush();
-    await context.window.showHuman();
+    if(pageOptions.human !== false) await context.window.showHuman();
     await flush();
-    return {context, element, calls, setState:value => { state=value; }, tick:async () => { intervals[0](); await flush(); }};
+    return {context, element, calls, hooks, quickButtons,
+        setState:value => { state=value; },
+        tick:async () => { Array.from(intervals.values()).forEach(callback => callback()); await flush(); },
+        click:async button => { await button.click(); await flush(); },
+    };
 }
 
 test('the final customer-visible reply is processed before closure and a rating can be submitted', async () => {
@@ -103,3 +128,184 @@ test('recalling an earlier reply preserves newer replies in the customer log', a
     assert.match(log.textContent, /最新回复/);
     assert.doesNotMatch(log.textContent, /早先的回复/);
 });
+
+function response(data, status = 200){ return {ok:status >= 200 && status < 300, status, json:async () => data}; }
+
+test('all three footer questions leave the human queue and send to separate AI conversations', async () => {
+    const app = await customerPage();
+    for(const button of app.quickButtons) await app.click(button);
+    const requests = app.calls.filter(call => call.url === '/stream_chat');
+    assert.equal(requests.length, 3);
+    assert.equal(new Set(requests.map(call => call.body.conv_id)).size, 3);
+    assert.deepEqual(requests.map(call => call.body.msg), ['帮我查询物流轨迹', '欧洲海运专线报价', '包裹异常处理']);
+    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+    assert.equal(app.context.window.humanSid, 0);
+    assert.equal(app.element('human-session').hidden, true);
+});
+
+test('welcome and hot question buttons use the same AI routing as the footer', async () => {
+    const app = await customerPage();
+    for(const question of ['欧洲海运专线报价', '如何申请理赔？']){
+        const button = app.element('question-'+question);
+        button.dataset.question = question;
+        app.element('chatDom').listeners.click({target:button});
+        await flush();
+    }
+    const requests = app.calls.filter(call => call.url === '/stream_chat');
+    assert.deepEqual(requests.map(call => call.body.msg), ['欧洲海运专线报价', '如何申请理赔？']);
+    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+});
+
+test('the welcome contact button opens the human queue and does not send an AI question', async () => {
+    const app = await customerPage({human:false});
+    const button = app.element('contact-card');
+    button.setAttribute('data-human-support', '');
+    app.element('chatDom').listeners.click({target:button});
+    await flush();
+    assert.equal(app.calls.filter(call => call.url === '/api/human/request').length, 1);
+    assert.equal(app.calls.filter(call => call.url === '/stream_chat').length, 0);
+    assert.equal(app.element('human-session').hidden, false);
+});
+
+test('new chat clears human routing and the next quote is sent to AI', async () => {
+    const app = await customerPage();
+    await app.click(app.element('.new-chat-btn'));
+    await app.context.window.fillInput('请报价，30KG发往美国FBA仓');
+    await flush();
+    assert.equal(app.calls.find(call => call.url === '/stream_chat').body.msg, '请报价，30KG发往美国FBA仓');
+    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+    assert.equal(app.context.window.__busy, false);
+});
+
+test('opening AI history clears the human session and retains that conversation id', async () => {
+    const app = await customerPage({history:[{id:9, title:'之前的对话', ctime:'2026-10-29 12:00'}]});
+    await app.click(app.element('historyWrap').children[0]);
+    await app.context.window.fillInput('请继续回答这个问题');
+    await flush();
+    assert.equal(app.calls.find(call => call.url === '/stream_chat').body.conv_id, 9);
+    assert.equal(app.context.window.humanSid, 0);
+    const authors = app.element('chatDom').querySelectorAll('.message-author');
+    assert.ok(authors.some(author => author.innerHTML.includes('data-i18n="assistant"')));
+});
+
+test('a repeated quick click while a new conversation is being created sends only once', async () => {
+    const app = await customerPage({human:false});
+    let resolve;
+    app.hooks['/api/new_chat'] = () => new Promise(done => { resolve=done; });
+    app.quickButtons[0].click();
+    app.quickButtons[0].click();
+    assert.equal(app.calls.filter(call => call.url === '/api/new_chat').length, 1);
+    resolve(response({id:12, welcome:'welcome'}));
+    await flush();
+    assert.equal(app.calls.filter(call => call.url === '/stream_chat').length, 1);
+});
+
+test('a late conversation creation cannot replace the newest quick question', async () => {
+    const app = await customerPage({human:false});
+    let resolve, count=0;
+    app.hooks['/api/new_chat'] = () => ++count === 1 ? new Promise(done => { resolve=done; }) : response({id:22, welcome:'welcome'});
+    app.quickButtons[0].click();
+    await app.click(app.quickButtons[2]);
+    resolve(response({id:21, welcome:'welcome'}));
+    await flush();
+    const requests = app.calls.filter(call => call.url === '/stream_chat');
+    assert.equal(requests.length, 1);
+    assert.equal(requests[0].body.conv_id, 22);
+    assert.equal(requests[0].body.msg, '包裹异常处理');
+    assert.equal(app.context.window.__busy, false);
+});
+
+test('a late history response cannot overwrite the latest quick conversation', async () => {
+    const app = await customerPage({history:[{id:9, title:'旧会话', ctime:'2026-10-29 12:00'}]});
+    let resolve;
+    app.hooks.messages = () => new Promise(done => { resolve=done; });
+    await app.click(app.element('historyWrap').children[0]);
+    await app.click(app.quickButtons[1]);
+    resolve(response([{role:'user', content:'旧会话的内容不应显示'}]));
+    await flush();
+    assert.doesNotMatch(app.element('chatDom').textContent, /旧会话的内容不应显示/);
+    assert.match(app.element('chatDom').textContent, /测试 AI 回复/);
+});
+
+test('a delayed human connection cannot capture a newly selected AI topic', async () => {
+    const app = await customerPage({human:false});
+    let resolve;
+    app.hooks['/api/human/request'] = () => new Promise(done => { resolve=done; });
+    const connecting = app.context.window.showHuman();
+    await flush();
+    await app.click(app.quickButtons[1]);
+    resolve(response({ok:true, session_id:8}));
+    await connecting;
+    assert.equal(app.context.window.humanSid, 0);
+    assert.equal(app.element('human-session').hidden, true);
+    assert.equal(app.calls.filter(call => call.url === '/stream_chat').length, 1);
+});
+
+test('repeated contact clicks create one human request and show a visible queue state', async () => {
+    const app = await customerPage({human:false});
+    await Promise.all([app.context.window.showHuman(), app.context.window.showHuman()]);
+    assert.equal(app.calls.filter(call => call.url === '/api/human/request').length, 1);
+    assert.equal(app.element('human-session').hidden, false);
+    assert.match(app.element('human-session-label').textContent, /正在排队/);
+});
+
+test('the contact shortcut outside service hours submits a ticket without entering human mode', async () => {
+    const app = await customerPage({human:false, hour:23, offlineMessage:'请明天跟进报价'});
+    await app.context.window.showHuman();
+    assert.equal(app.calls.filter(call => call.url === '/api/human/request').length, 0);
+    assert.equal(app.calls.find(call => call.url === '/api/ticket').body.content, '请明天跟进报价');
+    assert.match(app.element('chatDom').textContent, /留言已提交/);
+    assert.equal(app.context.window.humanSid, 0);
+});
+
+test('a failed human send preserves the text and makes retry possible', async () => {
+    const app = await customerPage();
+    app.hooks['/api/human/send'] = () => response({ok:false}, 503);
+    await app.context.window.fillInput('请确认这批货的价格');
+    assert.equal(app.element('input-text').value, '请确认这批货的价格');
+    assert.match(app.element('composer-status').textContent, /内容已保留/);
+    assert.equal(app.element('send-button').disabled, false);
+});
+
+test('a duplicate human send cannot submit an in-flight message twice', async () => {
+    const app = await customerPage();
+    let resolve;
+    app.hooks['/api/human/send'] = () => new Promise(done => { resolve=done; });
+    const first = app.context.window.fillInput('请确认时效');
+    await app.context.window.fillInput('请确认时效');
+    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 1);
+    resolve(response({ok:true}));
+    await first;
+    assert.equal(app.element('input-text').value, '');
+});
+
+test('returning to AI explicitly closes the human session and preserves the conversation', async () => {
+    const app = await customerPage();
+    await app.click(app.element('return-ai'));
+    await app.context.window.fillInput('请继续解答');
+    await flush();
+    assert.equal(app.calls.filter(call => call.url === '/api/human/close').length, 1);
+    assert.equal(app.calls.find(call => call.url === '/stream_chat').body.conv_id, 1);
+    assert.equal(app.context.window.humanSid, 0);
+});
+
+test('a stale human poll cannot append messages to a newly selected AI topic', async () => {
+    const app = await customerPage();
+    let resolve;
+    app.hooks.poll = () => new Promise(done => { resolve=done; });
+    await app.tick();
+    await app.click(app.quickButtons[1]);
+    resolve(response({status:'active', messages:[{id:1, side:'agent', content:'旧人工会话的回复'}]}));
+    await flush();
+    assert.doesNotMatch(app.element('chatDom').textContent, /旧人工会话的回复/);
+});
+
+test('human poll failures are visible and clear after the connection recovers', async () => {
+    const app = await customerPage();
+    app.hooks.poll = () => Promise.reject(new Error('Disconnected'));
+    await app.tick();
+    assert.match(app.element('composer-status').textContent, /连接中断/);
+    delete app.hooks.poll;
+    await app.tick();
+    assert.equal(app.element('composer-status').hidden, true);
+});

tests/test_dev_integration.py

@@ -67,6 +67,17 @@ class DevIntegrationTests(unittest.TestCase):
         self.client.post('/api/human/accept', json={'sid': sid})
         self.assertEqual(self.client.get(f'/api/human/poll?sid={sid}').json['status'], 'active')
 
+    def test_human_send_rejects_closed_missing_or_mismatched_conversations(self):
+        sid = self.session()
+        payload = {'sid': sid, 'side': 'customer', 'content': '不能串到其他会话'}
+        other_cid = self.client.post('/api/new_chat').json['id']
+        self.assertEqual(self.client.post('/api/human/send', json={**payload, 'conv_id': other_cid}).status_code, 409)
+        self.assertEqual(self.client.post('/api/human/send', json={**payload, 'sid': 99999}).status_code, 404)
+        self.assertEqual(self.client.post('/api/human/send', json={**payload, 'side': 'system'}).status_code, 400)
+        self.client.post('/api/human/close', json={'sid': sid})
+        self.assertEqual(self.client.post('/api/human/send', json=payload).status_code, 409)
+        self.assertEqual(self.client.get(f'/api/human/poll?sid={sid}').json['messages'], [])
+
     def test_recall_targets_older_agent_message_and_is_idempotent(self):
         sid = self.session()
         for side, text in (('agent', '早先的回复'), ('customer', '客户消息'), ('agent', '最新回复')):