diff --git a/am.py b/am.py
index 186613d..7d6be69 100644
--- a/am.py
+++ b/am.py
@@ -1456,13 +1456,61 @@ def uploaded_file(name):
 def index():
     return render_template("index.html")
 
+@app.route("/api/my_orders")
+def my_orders():
+    phone = request.args.get("phone", "").strip()
+    if not phone:
+        return jsonify({"orders": []})
+    conn = sqlite3.connect(DB)
+    rows = conn.execute("SELECT track_no, status, created FROM orders WHERE phone=? ORDER BY id DESC", (phone,)).fetchall()
+    conn.close()
+    return jsonify({"orders": [{"track_no": r[0], "status": r[1], "created": r[2]} for r in rows]})
+
+@app.route("/api/ticket", methods=["POST"])
+def add_ticket():
+    data = request.get_json() or {}
+    conn = sqlite3.connect(DB)
+    conn.execute("INSERT INTO tickets(content, phone, ctime, status) VALUES(?,?,?,?)",
+                 (data.get("content",""), data.get("phone",""), datetime.now().strftime("%Y-%m-%d %H:%M:%S"), "pending"))
+    conn.commit(); conn.close()
+    return jsonify({"ok": True})
+
+@app.route("/api/tickets")
+def list_tickets():
+    conn = sqlite3.connect(DB)
+    rows = conn.execute("SELECT id, content, phone, ctime FROM tickets WHERE status='pending' ORDER BY id DESC").fetchall()
+    conn.close()
+    return jsonify([{"id":r[0],"content":r[1],"phone":r[2],"ctime":r[3]} for r in rows])
+
 @app.route("/admin/login", methods=["POST"])
 def admin_login():
-    pwd = request.json.get("password", "")
-    if pwd == "123":
-        return jsonify({"ok": True})
+    data = request.json or {}
+    u = data.get("username", "")
+    p = data.get("password", "")
+    conn = sqlite3.connect(DB)
+    row = conn.execute("SELECT name FROM agents WHERE username=? AND password=?", (u, p)).fetchone()
+    conn.close()
+    if row:
+        return jsonify({"ok": True, "name": row[0]})
     return jsonify({"ok": False}), 401
 
+@app.route("/api/export_chat")
+def export_chat():
+    conn = sqlite3.connect(DB)
+    rows = conn.execute("SELECT h.title, m.role, m.content, m.ctime FROM messages m JOIN chat_history h ON m.conv_id=h.id ORDER BY m.id").fetchall()
+    conn.close()
+    lines = ["标题,角色,内容,时间"]
+    for r in rows:
+        safe = (r[2] or "").replace(",", "，").replace("\n", " ")
+        lines.append(f"{r[0]},{r[1]},{safe},{r[3]}")
+    import csv, io
+    buf = io.StringIO()
+    w = csv.writer(buf)
+    w.writerow(["标题","角色","内容","时间"])
+    for r in rows:
+        w.writerow([r[0], r[1], (r[2] or ""), r[3]])
+    return Response(buf.getvalue(), mimetype="text/csv", headers={"Content-Disposition":"attachment;filename=chat_export.csv"})
+
 @app.route("/admin")
 def admin():
     return render_template("admin_login.html")
diff --git a/templates/admin.html b/templates/admin.html
index 80567ca..69245b4 100644
--- a/templates/admin.html
+++ b/templates/admin.html
@@ -65,7 +65,7 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
     <span>👍 <b id="s4">-</b></span>
     <span>👎 <b id="s5">-</b></span>
   </div>
-  <div class="status"><span class="dot"></span> 在线</div>
+  <div class="status"><a href="/api/export_chat" style="font-size:13px;color:#2978e8;text-decoration:none;margin-right:16px;">导出聊天记录</a><span class="dot"></span> 在线</div>
 </div>
 
 <div class="layout">
@@ -103,6 +103,10 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
       <div class="quick" onclick="quickReply('已为您催促，请稍候。')">已催促，请稍候</div>
       <div class="quick" onclick="quickReply('感谢您的咨询，祝您生活愉快！')">感谢咨询</div>
     </div>
+    <div class="card">
+      <h4>离线留言</h4>
+      <div id="ticketList"></div>
+    </div>
   </div>
 </div>
 
@@ -125,6 +129,18 @@ function loadQueue(){
 }
 setInterval(loadQueue, 3000);
 
+function loadTickets(){
+  fetch("/api/tickets").then(function(r){return r.json()}).then(function(list){
+    var el = document.getElementById("ticketList");
+    if(!list.length){ el.innerHTML = '<div style="font-size:12px;color:#ccc;">暂无留言</div>'; return; }
+    el.innerHTML = list.map(function(t){
+      return '<div style="padding:6px;background:#fff7ed;border-radius:6px;margin-bottom:6px;font-size:12px;">'+t.content+'<br><span style="color:#999;">'+t.ctime+'</span></div>';
+    }).join("");
+  });
+}
+setInterval(loadTickets, 5000);
+loadTickets();
+
 function accept(sid){
   sid = String(sid);
   if(sessions[sid]) return;
@@ -144,6 +160,7 @@ function switchSession(sid){
   sessions[sid].msgs.forEach(function(m){ appendMsg(m); });
   sessions[sid].unread = 0;
   renderList();
+  fetch("/api/human/read",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(sid)})});
 }
 
 function appendMsg(m){
@@ -190,7 +207,13 @@ function poll(){
           if(sid==curSid){ curSid=0; document.getElementById("chatContent").style.display="none"; document.getElementById("emptyTip").style.display="flex"; }
           renderList(); return;
         }
+        // 客户正在输入
+        var t = document.getElementById("typing-ind");
+        if(d.typing && sid==curSid){ if(!t){ t=document.createElement("div"); t.id="typing-ind"; t.style.cssText="font-size:12px;color:#999;padding:4px 0;"; t.textContent="客户正在输入..."; document.getElementById("chatBox").appendChild(t); } }
+        else if(t){ t.remove(); }
         d.messages.forEach(function(m){
+          var exists = sessions[sid].msgs.some(function(x){return x.id===m.id});
+          if(exists) return;
           sessions[sid].lastId=m.id;
           sessions[sid].msgs.push(m);
           if(m.side==="customer" && sid!=curSid){ sessions[sid].unread=(sessions[sid].unread||0)+1; renderList(); }
@@ -227,6 +250,17 @@ function closeSession(){
 document.getElementById("replyText").addEventListener("keydown", function(e){
   if(e.key==="Enter"){ e.preventDefault(); sendReply(); }
 });
+
+// 客服正在输入通知客户
+var typeTimer = null;
+document.getElementById("replyText").addEventListener("input", function(){
+  if(!curSid) return;
+  fetch("/api/human/typing",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(curSid)})});
+  clearTimeout(typeTimer);
+  typeTimer = setTimeout(function(){
+    fetch("/api/human/stop_typing",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(curSid)})});
+  }, 3000);
+});
 </script>
 </body>
 </html>
diff --git a/templates/admin_login.html b/templates/admin_login.html
index ec4ba9a..b856d9e 100644
--- a/templates/admin_login.html
+++ b/templates/admin_login.html
@@ -14,15 +14,17 @@ button{width:100%;padding:10px;background:#2978e8;color:#fff;border:none;border-
 </head>
 <body>
 <div class="box">
-  <h2>🔒 后台登录</h2>
-  <input type="password" id="pwd" placeholder="请输入密码">
-  <p class="err" id="err">密码错误</p>
+  <h2>🔒 客服后台登录</h2>
+  <input type="text" id="user" placeholder="账号">
+  <input type="password" id="pwd" placeholder="密码">
+  <p class="err" id="err">账号或密码错误</p>
   <button onclick="login()">登录</button>
 </div>
 <script>
 function login(){
+  var u=document.getElementById("user").value;
   var p=document.getElementById("pwd").value;
-  fetch("/admin/login",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({password:p})})
+  fetch("/admin/login",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({username:u,password:p})})
   .then(function(r){if(r.ok){location.href="/admin/dashboard"}else{document.getElementById("err").style.display="block"}});
 }
 document.getElementById("pwd").addEventListener("keydown",function(e){if(e.key==="Enter")login()});
diff --git a/templates/index.html b/templates/index.html
index 5a9323f..1ee228a 100644
--- a/templates/index.html
+++ b/templates/index.html
@@ -1322,12 +1322,17 @@ uploadInput.onchange = function(){
         uploadBtn.textContent = "📎";
         if(data.ok){
             window.__pendingImg = data.url;
+            window.__pendingTag = data.is_image ? "[图片]" : "[文件]";
             var old = document.getElementById("imgPreview");
             if(old) old.remove();
             var prev = document.createElement("div");
             prev.id = "imgPreview";
             prev.style.cssText="margin:0 0 8px 50px;";
-            prev.innerHTML = '<img src="'+data.url+'" style="max-height:60px;border-radius:6px;border:1px solid #ddd;">';
+            if(data.is_image){
+                prev.innerHTML = '<img src="'+data.url+'" style="max-height:60px;border-radius:6px;border:1px solid #ddd;">';
+            }else{
+                prev.innerHTML = '<span style="padding:6px 12px;background:#f0f4fa;border-radius:6px;font-size:13px;">📎 '+data.name+'</span>';
+            }
             var area = document.querySelector(".input-area");
             area.insertBefore(prev, area.firstChild);
             inputDom.focus();
@@ -1895,6 +1900,24 @@ window.sendOrder = function(){
     }
 }
 
+function myOrders(){
+    var phone = window.prompt("请输入您的手机号：");
+    if(!phone) return;
+    addMsg("查询手机号 "+phone+" 的包裹...", false);
+    fetch("/api/my_orders?phone="+encodeURIComponent(phone))
+    .then(r=>r.json())
+    .then(d=>{
+        if(!d.orders.length){
+            addMsg("手机号 "+phone+" 下暂无运单记录。", false);
+        }else{
+            var txt = "您名下有 "+d.orders.length+" 个包裹：\n";
+            d.orders.forEach(function(o){ txt += "• "+o.track_no+"（"+o.status+"）\n"; });
+            addMsg(txt, false);
+        }
+    })
+    .catch(function(){ addMsg("查询失败，请重试", false); });
+}
+
 window.showHuman = async function(){
     if(window.humanSid){
         addMsg("您已在人工客服会话中，请直接提问。", false);
@@ -1905,7 +1928,12 @@ window.showHuman = async function(){
     var h = now.getHours();
     var work = (day >= 1 && day <= 5) && (h >= 9 && h < 19);
     if(!work){
-        addMsg("人工客服工作时间：周一至周五 9:00-18:00\n当前非工作时间，留言后工作时间内会尽快回复。", false);
+        addMsg("人工客服工作时间：周一至周五 9:00-19:00\n当前非工作时间，请留言，工作时间会尽快回复。", false);
+        var msg = window.prompt("请输入您的留言：");
+        if(msg){
+            fetch("/api/ticket",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({content:msg, phone:""})});
+            addMsg("留言已提交，工作时间会尽快回复您。", false);
+        }
         return;
     }
     addMsg("正在为您转接人工客服...", false);
@@ -1943,9 +1971,24 @@ function startHumanPoll(){
                 addMsg("人工客服已结束，您可以继续向 AI 提问。", false);
                 return;
             }
+            // 客服正在输入
+            var oldT = document.getElementById("human-typing");
+            if(d.typing && !oldT){
+                var td = document.createElement("div");
+                td.id = "human-typing";
+                td.style.cssText = "font-size:12px;color:#999;padding:4px 0;";
+                td.textContent = "客服正在输入...";
+                chatDom.appendChild(td);
+                chatDom.scrollTop = chatDom.scrollHeight;
+            }else if(!d.typing && oldT){
+                oldT.remove();
+            }
             d.messages.forEach(m=>{
-                last=m.id;
+                if(m.id <= last) return;
+                last = m.id;
                 if(m.side==="agent") addMsg(m.content, false);
+                var oldT2 = document.getElementById("human-typing");
+                if(oldT2) oldT2.remove();
             });
         })
         .catch(()=>{});
@@ -1962,6 +2005,12 @@ function addMsg(content, isUser){
         const m = content.match(/\/uploads\/\S+\.(?:jpg|jpeg|png|gif|webp)/i);
         if(m) imgUrl = m[0];
     }
+    // 检测文件附件
+    let fileUrl = null;
+    if(content.indexOf("[文件]") >= 0){
+        const m = content.match(/\/uploads\/\S+\.(?:pdf|txt|csv|doc|docx|xls|xlsx|zip)/i);
+        if(m) fileUrl = m[0];
+    }
     if(isUser){
         rowDiv.classList.add("user-line");
         const userMsg = document.createElement('div');
@@ -1969,6 +2018,9 @@ function addMsg(content, isUser){
         if(imgUrl){
             var txt = content.replace(/\[图片\]\/uploads\/\S+\.(?:jpg|jpeg|png|gif|webp)/i, "").trim();
             userMsg.innerHTML = '<img src="' + imgUrl + '" style="max-width:220px;border-radius:10px;display:block;background:transparent;cursor:zoom-in;" onclick="window.open(this.src)">' + (txt ? '<div style="margin-top:6px;">'+txt+'</div>' : '');
+        }else if(fileUrl){
+            var fname = fileUrl.split("/").pop();
+            userMsg.innerHTML = '<a href="'+fileUrl+'" target="_blank" style="color:inherit;text-decoration:none;display:inline-block;padding:8px 12px;background:rgba(255,255,255,0.2);border-radius:8px;">📎 '+fname+'</a>';
         }else{
             userMsg.innerText = content;
         }
@@ -2129,6 +2181,7 @@ async function doSend(retryText){
     const isRetry = typeof retryText === "string";
     const sendWord = (isRetry ? retryText : inputDom.value).trim();
     var imgUrl = window.__pendingImg || "";
+    var tag = window.__pendingTag || "[图片]";
     if(!sendWord && !imgUrl){
         inputDom.focus();
         return;
@@ -2136,10 +2189,10 @@ async function doSend(retryText){
     // 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 ? " " : "") + "[图片]" + imgUrl;
+        if(imgUrl) content += (content ? " " : "") + tag + imgUrl;
         if(!isRetry) addMsg(content, true);
         inputDom.value = "";
-        window.__pendingImg = "";
+        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})});
@@ -2154,7 +2207,7 @@ async function doSend(retryText){
         if(imgUrl) fullContent += (fullContent ? " " : "") + "[图片]" + imgUrl;
         addMsg(fullContent, true);
         inputDom.value = "";
-        window.__pendingImg = "";
+        window.__pendingImg = ""; window.__pendingTag = "[图片]";
         var p = document.getElementById("imgPreview"); if(p) p.remove();
         inputDom.focus();
     }