加会话转接、满意度评价、会话备注、浏览器通知

add_agent.py

@@ -0,0 +1,13 @@
+import sqlite3
+c = sqlite3.connect('history.db')
+c.execute('''CREATE TABLE IF NOT EXISTS agents (
+    id INTEGER PRIMARY KEY AUTOINCREMENT,
+    username TEXT UNIQUE,
+    password TEXT,
+    name TEXT
+)''')
+c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('admin','123','管理员')")
+c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('agent1','123','客服小王')")
+c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('agent2','123','客服小李')")
+c.commit()
+print("ok")

add_orders.py

@@ -0,0 +1,11 @@
+import sqlite3
+c = sqlite3.connect('history.db')
+c.execute('''CREATE TABLE IF NOT EXISTS orders (
+    id INTEGER PRIMARY KEY AUTOINCREMENT,
+    phone TEXT,
+    track_no TEXT,
+    status TEXT DEFAULT "运输中",
+    created TEXT
+)''')
+c.commit()
+print("ok")

add_test.py

@@ -0,0 +1,7 @@
+import sqlite3
+c = sqlite3.connect('history.db')
+c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13800138000','YT20261028001','运输中','2026-10-28')")
+c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13800138000','YT20261028002','派送中','2026-10-27')")
+c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13900139000','YT20261028003','已签收','2026-10-26')")
+c.commit()
+print("ok")

add_ticket.py

@@ -0,0 +1,11 @@
+import sqlite3
+c = sqlite3.connect('history.db')
+c.execute('''CREATE TABLE IF NOT EXISTS tickets (
+    id INTEGER PRIMARY KEY AUTOINCREMENT,
+    content TEXT,
+    phone TEXT,
+    ctime TEXT,
+    status TEXT DEFAULT "pending"
+)''')
+c.commit()
+print("ok")

am.py

@@ -227,6 +227,22 @@ def init_db():
     if "read_at" not in hm_cols:
         cur.execute("ALTER TABLE human_messages ADD COLUMN read_at TEXT")
 
+    # 补 note 列（会话备注）
+    hs_cols = [r[1] for r in cur.execute("PRAGMA table_info(human_sessions)").fetchall()]
+    if "note" not in hs_cols:
+        cur.execute("ALTER TABLE human_sessions ADD COLUMN note TEXT DEFAULT ''")
+
+    # 满意度评价表
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS ratings (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        sid INTEGER NOT NULL,
+        stars INTEGER NOT NULL,
+        comment TEXT DEFAULT '',
+        ctime TEXT NOT NULL
+    )
+    ''')
+
     # 老数据只有标题，补一条 user 消息，点开还能接着聊
     old = cur.execute(
         "SELECT id, title FROM chat_history "
@@ -937,7 +953,10 @@ def stream_chat():
         return Response(sse({"e": "问题不能为空"}), mimetype="text/event-stream")
     # 纯图片消息：不调AI
     if "[图片]" in msg and len(msg) < 300:
-        return Response(sse({"t": "收到您的图片，请描述一下您的问题。"}), mimetype="text/event-stream")
+        def _img_reply():
+            yield sse({"t": "收到您的图片，请描述一下您的问题。"})
+            yield sse({"d": 1})
+        return Response(stream_with_context(_img_reply()), mimetype="text/event-stream")
 
     # 运单号：直接给轨迹卡片，不让模型编
     track_no = extract_tracking_no(msg)
@@ -1229,6 +1248,8 @@ def stream_chat():
         headers={"Cache-Control": "no-cache", "X-Accel-Buffering": "no"}
     )
 
+WELCOME_TEXT = "您好！欢迎咨询柏悦物流智能客服，请问有什么可以帮您？输入运单号可查轨迹，或点击下方快捷选项。"
+
 @app.route("/api/new_chat", methods=["POST"])
 def new_chat():
     now = now_str()
@@ -1237,9 +1258,11 @@ def new_chat():
     cur.execute("INSERT INTO chat_history(title, ctime, utime) VALUES (?,?,?)",
                 ("新对话", now, now))
     conv_id = cur.lastrowid
+    cur.execute("INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)",
+                (conv_id, "assistant", WELCOME_TEXT, now))
     conn.commit()
     conn.close()
-    return jsonify({"id": conv_id})
+    return jsonify({"id": conv_id, "welcome": WELCOME_TEXT})
 
 
 @app.route("/api/get_history")
@@ -1264,9 +1287,12 @@ def admin_stats():
     bad = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote=-1").fetchone()[0]
     today = datetime.now().strftime("%Y-%m-%d")
     today_conv = conn.execute("SELECT COUNT(*) FROM chat_history WHERE date(ctime)=date(?)", (today,)).fetchone()[0]
+    rating_avg = conn.execute("SELECT AVG(stars) FROM ratings").fetchone()[0] or 0
+    rating_count = conn.execute("SELECT COUNT(*) FROM ratings").fetchone()[0]
     conn.close()
     return jsonify({"total_conv": total_conv, "total_msg": total_msg,
-                    "good": good, "bad": bad, "today_conv": today_conv})
+                    "good": good, "bad": bad, "today_conv": today_conv,
+                    "rating_avg": round(rating_avg, 1), "rating_count": rating_count})
 
 
 # ===== 人工客服 =====
@@ -1275,6 +1301,11 @@ def human_request():
     conv_id = request.json.get("conv_id")
     if not conv_id:
         return jsonify({"ok": False, "error": "no conv"}), 400
+    # 工作时间 8:00-22:00，其他时间不接人工
+    _h = datetime.now().hour
+    if _h < 8 or _h >= 22:
+        return jsonify({"ok": False, "closed": True,
+                        "msg": "人工客服工作时间为每天8:00-22:00，当前为非工作时间，请留言"}), 200
     now = datetime.now().strftime("%Y-%m-%d %H:%M:%S")
     conn = sqlite3.connect(DB)
     row = conn.execute("SELECT id FROM human_sessions WHERE conv_id=? AND status!='closed' ORDER BY id DESC LIMIT 1", (conv_id,)).fetchone()
@@ -1293,13 +1324,14 @@ def human_poll():
     after = request.args.get("after", 0, type=int)
     conn = sqlite3.connect(DB)
     msgs = conn.execute("SELECT id, side, content, ctime, read_at FROM human_messages WHERE session_id=? AND id>? ORDER BY id", (sid, after)).fetchall()
-    st = conn.execute("SELECT status FROM human_sessions WHERE id=?", (sid,)).fetchone()
+    st = conn.execute("SELECT status, COALESCE(note,'') FROM human_sessions WHERE id=?", (sid,)).fetchone()
     conn.close()
     is_typing = False
     ts = typing_map.get(str(sid))
     if ts and time.time() - ts < 5:
         is_typing = True
     return jsonify({"status": st[0] if st else "closed",
+                    "note": st[1] if st else "",
                     "typing": is_typing,
                     "messages": [{"id": m[0], "side": m[1], "content": m[2], "ctime": m[3], "read": bool(m[4])} for m in msgs]})
 
@@ -1317,6 +1349,20 @@ def human_send():
     conn.close()
     return jsonify({"ok": True})
 
+@app.route("/api/human/recall", methods=["POST"])
+def human_recall():
+    data = request.json or {}
+    mid = data.get("mid")
+    conn = sqlite3.connect(DB)
+    row = conn.execute("SELECT session_id, side FROM human_messages WHERE id=?", (mid,)).fetchone()
+    if row:
+        sid, side = row
+        conn.execute("UPDATE human_messages SET content='', side='system' WHERE id=?", (mid,))
+        conn.execute("INSERT INTO human_messages(session_id, side, content, ctime) VALUES(?,?,?,?)",
+                     (sid, "system", "该消息已撤回", datetime.now().strftime("%Y-%m-%d %H:%M:%S")))
+    conn.commit(); conn.close()
+    return jsonify({"ok": True})
+
 @app.route("/api/human/queue")
 def human_queue():
     conn = sqlite3.connect(DB)
@@ -1349,6 +1395,50 @@ def human_close():
     conn.close()
     return jsonify({"ok": True})
 
+@app.route("/api/human/transfer", methods=["POST"])
+def human_transfer():
+    sid = request.json.get("sid")
+    conn = sqlite3.connect(DB)
+    conn.execute("UPDATE human_sessions SET status='waiting' WHERE id=?", (sid,))
+    conn.execute("INSERT INTO human_messages(session_id, side, content, ctime) VALUES(?,?,?,?)",
+                 (sid, "system", "客服已转接，请其他客服接入", datetime.now().strftime("%Y-%m-%d %H:%M:%S")))
+    conn.commit()
+    conn.close()
+    return jsonify({"ok": True})
+
+@app.route("/api/agents/list")
+def agents_list():
+    conn = sqlite3.connect(DB)
+    rows = conn.execute("SELECT id, username, name FROM agents ORDER BY id").fetchall()
+    conn.close()
+    return jsonify([{"id": r[0], "username": r[1], "name": r[2]} for r in rows])
+
+@app.route("/api/rate", methods=["POST"])
+def rate_chat():
+    data = request.json or {}
+    sid = data.get("sid")
+    stars = data.get("stars", 0)
+    comment = data.get("comment", "")
+    if not sid or not isinstance(stars, int) or stars < 1 or stars > 5:
+        return jsonify({"ok": False}), 400
+    conn = sqlite3.connect(DB)
+    conn.execute("INSERT INTO ratings(sid, stars, comment, ctime) VALUES(?,?,?,?)",
+                 (sid, stars, comment, datetime.now().strftime("%Y-%m-%d %H:%M:%S")))
+    conn.commit()
+    conn.close()
+    return jsonify({"ok": True})
+
+@app.route("/api/human/note", methods=["POST"])
+def human_note():
+    data = request.json or {}
+    sid = data.get("sid")
+    note = data.get("note", "")
+    conn = sqlite3.connect(DB)
+    conn.execute("UPDATE human_sessions SET note=? WHERE id=?", (note, sid))
+    conn.commit()
+    conn.close()
+    return jsonify({"ok": True})
+
 # 客服正在输入（简单内存标记）
 typing_map = {}
 @app.route("/api/human/typing", methods=["POST"])
@@ -1456,13 +1546,87 @@ 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()
+    from openpyxl import Workbook
+    from openpyxl.styles import Font, PatternFill, Alignment
+    wb = Workbook()
+    ws = wb.active
+    ws.title = "聊天记录"
+    headers = ["对话标题", "角色", "内容", "时间"]
+    ws.append(headers)
+    header_fill = PatternFill(start_color="2978e8", end_color="2978e8", fill_type="solid")
+    for cell in ws[1]:
+        cell.font = Font(bold=True, color="FFFFFF")
+        cell.fill = header_fill
+        cell.alignment = Alignment(horizontal="center")
+    role_map = {"user": "客户", "assistant": "客服", "system": "系统"}
+    for r in rows:
+        ws.append([r[0], role_map.get(r[1], r[1]), (r[2] or ""), r[3]])
+    ws.column_dimensions["A"].width = 20
+    ws.column_dimensions["B"].width = 8
+    ws.column_dimensions["C"].width = 80
+    ws.column_dimensions["D"].width = 20
+    import io
+    buf = io.BytesIO()
+    wb.save(buf)
+    buf.seek(0)
+    return Response(buf.getvalue(), mimetype="application/vnd.openxmlformats-officedocument.spreadsheetml.sheet",
+                    headers={"Content-Disposition": "attachment;filename=chat_export.xlsx"})
+
+@app.route("/api/search_chat")
+def search_chat():
+    kw = request.args.get("q", "").strip()
+    if not kw:
+        return jsonify({"results": []})
+    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 
+        WHERE m.content LIKE ? ORDER BY m.id DESC LIMIT 50""", ("%"+kw+"%",)).fetchall()
+    conn.close()
+    return jsonify([{"title":r[0],"role":r[1],"content":r[2],"ctime":r[3]} for r in rows])
+
 @app.route("/admin")
 def admin():
     return render_template("admin_login.html")

check.py

@@ -1,5 +1,4 @@
 import sqlite3
 c = sqlite3.connect('history.db')
-print(c.execute('SELECT * FROM human_messages ORDER BY id DESC LIMIT 5').fetchall())
-print('---')
-print(c.execute("SELECT id, status FROM human_sessions WHERE status!='closed'").fetchall())
+print("messages:", [d[1] for d in c.execute("PRAGMA table_info(messages)").fetchall()])
+print("chat_history:", [d[1] for d in c.execute("PRAGMA table_info(chat_history)").fetchall()])

fix_user.py

@@ -0,0 +1,6 @@
+import sqlite3
+c = sqlite3.connect('history.db')
+for u in ['123','456','789']:
+    c.execute("INSERT OR REPLACE INTO agents(username,password,name) VALUES(?,?,?)", (u,'123',u))
+c.commit()
+print("ok")

t.json

@@ -1 +1 @@
-{"conv_id":999}
+{"msg":"[图片]/uploads/test.jpg","conv_id":1}

templates/admin.html

@@ -64,12 +64,25 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
     <span>今日 <b id="s3">-</b></span>
     <span>👍 <b id="s4">-</b></span>
     <span>👎 <b id="s5">-</b></span>
+    <span>⭐ <b id="s6">-</b></span>
+  </div>
+  <div class="status">
+    <span id="nightBadge" style="display:none;font-size:12px;background:#1e3a5f;color:#fbbf24;padding:3px 10px;border-radius:10px;margin-right:12px;">🌙 夜间时段</span>
+    <a href="/api/export_chat" style="font-size:13px;color:#2978e8;text-decoration:none;margin-right:16px;">导出Excel</a>
+    <span class="dot"></span> 在线
   </div>
-  <div class="status"><span class="dot"></span> 在线</div>
 </div>
 
 <div class="layout">
   <div class="conv-list">
+    <div style="padding:10px;border-bottom:1px solid #f0f0f0;">
+      <input id="searchBox" placeholder="搜索聊天记录..." style="width:100%;padding:6px 8px;border:1px solid #ddd;border-radius:4px;font-size:12px;box-sizing:border-box;" onkeydown="if(event.key==='Enter')doSearch()">
+    </div>
+    <div id="searchResult" style="position:fixed;top:70px;right:20px;background:#fff;border:2px solid #dc2626;border-radius:8px;max-height:500px;overflow-y:auto;z-index:9999;display:none;width:500px;box-shadow:0 4px 16px rgba(0,0,0,0.2);resize:both;overflow:auto;min-width:300px;min-height:200px;">
+      <button onclick="this.parentElement.style.display='none';document.getElementById('searchBox').value='';" style="position:absolute;top:8px;right:12px;border:none;background:#fff;color:#dc2626;border-radius:50%;width:30px;height:30px;font-size:16px;cursor:pointer;z-index:10;font-weight:bold;">✕</button>
+      <div id="searchHeader" style="padding:12px;background:#dc2626;color:#fff;font-weight:bold;cursor:move;">搜索结果</div>
+      <div id="searchBody"></div>
+    </div>
     <h3>待接入</h3>
     <div id="queue"></div>
     <h3>进行中</h3>
@@ -81,10 +94,24 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
     <div id="chatContent" style="display:none;flex:1;display:flex;flex-direction:column;overflow:hidden;">
       <div class="chat-header">
         <span class="ct" id="chatTitle">对话</span>
-        <button class="close" onclick="closeSession()">结束会话</button>
+        <div style="display:flex;gap:8px;">
+          <button onclick="transferSession()" style="background:#f59e0b;color:#fff;border:none;padding:6px 14px;border-radius:4px;cursor:pointer;font-size:13px;">转接</button>
+          <button class="close" onclick="closeSession()">结束会话</button>
+        </div>
       </div>
       <div id="chatBox"></div>
       <div class="input-bar">
+        <button onclick="document.getElementById('emojiPanel2').style.display=document.getElementById('emojiPanel2').style.display==='block'?'none':'block'" style="font-size:20px;background:none;border:none;cursor:pointer;">😊</button>
+        <div id="emojiPanel2" style="display:none;position:absolute;bottom:60px;left:10px;background:#fff;border:1px solid #ddd;border-radius:8px;padding:10px;box-shadow:0 2px 8px rgba(0,0,0,0.15);z-index:99;">
+          <span onclick="insertEmoji2('😊')" style="cursor:pointer;font-size:20px;margin:2px;">😊</span>
+          <span onclick="insertEmoji2('😂')" style="cursor:pointer;font-size:20px;margin:2px;">😂</span>
+          <span onclick="insertEmoji2('👍')" style="cursor:pointer;font-size:20px;margin:2px;">👍</span>
+          <span onclick="insertEmoji2('❤️')" style="cursor:pointer;font-size:20px;margin:2px;">❤️</span>
+          <span onclick="insertEmoji2('🙏')" style="cursor:pointer;font-size:20px;margin:2px;">🙏</span>
+          <span onclick="insertEmoji2('😅')" style="cursor:pointer;font-size:20px;margin:2px;">😅</span>
+          <span onclick="insertEmoji2('😢')" style="cursor:pointer;font-size:20px;margin:2px;">😢</span>
+          <span onclick="insertEmoji2('🎉')" style="cursor:pointer;font-size:20px;margin:2px;">🎉</span>
+        </div>
         <input type="text" id="replyText" placeholder="输入回复，Enter发送">
         <button onclick="sendReply()">发送</button>
       </div>
@@ -96,6 +123,11 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
       <h4>客户信息</h4>
       <div class="info-row" id="cInfo">选择对话后显示</div>
     </div>
+    <div class="card">
+      <h4>会话备注</h4>
+      <textarea id="noteInput" placeholder="给这个对话加备注..." style="width:100%;height:60px;border:1px solid #ddd;border-radius:4px;padding:6px;font-size:12px;resize:none;box-sizing:border-box;"></textarea>
+      <button onclick="saveNote()" style="width:100%;margin-top:6px;background:#2978e8;color:#fff;border:none;padding:5px;border-radius:4px;cursor:pointer;font-size:12px;">保存备注</button>
+    </div>
     <div class="card">
       <h4>快捷回复</h4>
       <div class="quick" onclick="quickReply('您好，请问有什么可以帮您？')">您好，请问有什么可以帮您？</div>
@@ -103,6 +135,10 @@ 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>
 
@@ -110,21 +146,102 @@ body{font-family:-apple-system,"Microsoft YaHei",sans-serif;background:#f0f2f5;h
 var curSid = 0;
 var sessions = {};
 
+// 浏览器通知权限
+if("Notification" in window && Notification.permission === "default"){
+  Notification.requestPermission();
+}
+function notify(title, body){
+  if(!("Notification" in window) || Notification.permission !== "granted") return;
+  if(!document.hidden) return;  // 页面可见时不弹
+  var n = new Notification(title, {body: body, icon: "data:image/svg+xml,<svg xmlns='http://www.w3.org/2000/svg' viewBox='0 0 100 100'><text y='.9em' font-size='90'>🎧</text></svg>"});
+  n.onclick = function(){ window.focus(); n.close(); };
+}
+
+// 夜间时段提示（22:00-8:00）
+(function checkNight(){
+  var h = new Date().getHours();
+  var badge = document.getElementById("nightBadge");
+  if(h >= 22 || h < 8){ badge.style.display = "inline-block"; }
+  setInterval(checkNight, 60000);
+})();
+
 fetch("/api/admin/stats").then(function(r){return r.json()}).then(function(d){
   s1.textContent=d.total_conv; s2.textContent=d.total_msg;
   s3.textContent=d.today_conv; s4.textContent=d.good; s5.textContent=d.bad;
+  s6.textContent=d.rating_avg+"("+d.rating_count+")";
 });
 
+// 拖拽搜索弹窗
+(function(){
+  var header = document.getElementById("searchHeader");
+  var box = document.getElementById("searchResult");
+  var pos1 = 0, pos2 = 0, pos3 = 0, pos4 = 0;
+  header.onmousedown = dragMouseDown;
+  function dragMouseDown(e){
+    e = e || window.event;
+    e.preventDefault();
+    pos3 = e.clientX;
+    pos4 = e.clientY;
+    document.onmouseup = closeDragElement;
+    document.onmousemove = elementDrag;
+  }
+  function elementDrag(e){
+    e = e || window.event;
+    e.preventDefault();
+    pos1 = pos3 - e.clientX;
+    pos2 = pos4 - e.clientY;
+    pos3 = e.clientX;
+    pos4 = e.clientY;
+    box.style.right = "auto";
+    box.style.left = (box.offsetLeft - pos1) + "px";
+    box.style.top = (box.offsetTop - pos2) + "px";
+  }
+  function closeDragElement(){
+    document.onmouseup = null;
+    document.onmousemove = null;
+  }
+})();
+
+function doSearch(){
+  var q = document.getElementById("searchBox").value.trim();
+  if(!q) return;
+  fetch("/api/search_chat?q="+encodeURIComponent(q)).then(function(r){return r.json()}).then(function(list){
+    document.getElementById("searchResult").style.display = "block";
+    var body = document.getElementById("searchBody");
+    if(!list.length){ body.innerHTML = '<div style="padding:10px;color:#999;">无结果</div>'; return; }
+    body.innerHTML = list.map(function(r){
+      return '<div style="padding:8px 12px;border-bottom:1px solid #f0f0f0;font-size:12px;"><b>'+r.title+'</b> ['+r.role+']<br>'+r.content+'<br><span style="color:#999;">'+r.ctime+'</span></div>';
+    }).join("");
+  });
+}
+
 function loadQueue(){
   fetch("/api/human/queue").then(function(r){return r.json()}).then(function(list){
+    var prevCount = document.getElementById("queue").dataset.count || 0;
+    var curCount = list.length;
+    document.getElementById("queue").dataset.count = curCount;
+    if(curCount > prevCount && document.hidden){
+      notify("新客户排队", "有 " + curCount + " 位客户等待接入");
+    }
     document.getElementById("queue").innerHTML = list.length
       ? list.map(function(x){return '<div class="queue-item"><div class="qt">#'+x.id+' '+x.ctime+'</div><button onclick="accept('+x.id+')">接入</button></div>'}).join("")
       : '<div style="padding:10px 14px;font-size:12px;color:#ccc;">暂无排队</div>';
-    if(list.length && !sessions[String(list[0].id)]) accept(list[0].id);
   });
 }
 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;
@@ -144,21 +261,60 @@ function switchSession(sid){
   sessions[sid].msgs.forEach(function(m){ appendMsg(m); });
   sessions[sid].unread = 0;
   renderList();
+  // 从后端拉备注
+  document.getElementById("noteInput").value = "加载中...";
+  fetch("/api/human/poll?sid="+parseInt(sid)+"&after=0").then(function(r){return r.json()}).then(function(d){
+    document.getElementById("noteInput").value = d.note || "";
+  });
+  fetch("/api/human/read",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(sid)})});
+}
+
+function saveNote(){
+  if(!curSid){ alert("请先选择一个对话"); return; }
+  var note = document.getElementById("noteInput").value;
+  sessions[curSid].note = note;
+  fetch("/api/human/note",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(curSid), note:note})}).then(function(){
+    var btn = event.target;
+    var old = btn.textContent;
+    btn.textContent = "已保存 ✓";
+    btn.style.background = "#22c55e";
+    setTimeout(function(){ btn.textContent = old; btn.style.background = "#2978e8"; }, 1500);
+  });
 }
 
 function appendMsg(m){
   var div=document.createElement("div");
+  if(m.side==="system"){
+    div.className="msg system-msg";
+    div.innerHTML='<div style="text-align:center;font-size:12px;color:#999;padding:4px 0;">'+m.content+'</div>';
+    document.getElementById("chatBox").appendChild(div);
+    document.getElementById("chatBox").scrollTop=999999;
+    return;
+  }
   div.className="msg "+(m.side==="customer"?"cust":"agent");
   var c = m.content.replace(/</g,"&lt;");
   var imgMatch = c.match(/\[图片\](\/uploads\/\S+)/);
   if(imgMatch){
     c = c.replace(imgMatch[0], '<img src="'+imgMatch[1]+'" style="max-width:200px;border-radius:6px;display:block;">');
   }
-  div.innerHTML='<div><div class="bubble">'+c+'</div><div class="meta">'+(m.side==="customer"?"客户":"客服")+'</div></div>';
+  var recallBtn = m.side==="agent" ? '<span onclick="recallMsg('+m.id+',this)" style="font-size:11px;color:#999;cursor:pointer;margin-left:6px;">撤回</span>' : '';
+  div.innerHTML='<div><div class="bubble">'+c+'</div><div class="meta">'+(m.side==="customer"?"客户":"客服")+recallBtn+'</div></div>';
   document.getElementById("chatBox").appendChild(div);
   document.getElementById("chatBox").scrollTop=999999;
 }
 
+function recallMsg(mid, el){
+  fetch("/api/human/recall",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({mid:mid})}).then(function(){
+    var msgDiv = el.closest(".msg");
+    if(msgDiv){
+      var bubble = msgDiv.querySelector(".bubble");
+      if(bubble) bubble.innerHTML = "";
+      var meta = msgDiv.querySelector(".meta");
+      if(meta) meta.innerHTML = "";
+    }
+  });
+}
+
 function renderList(){
   var el=document.getElementById("sessionList");
   el.innerHTML="";
@@ -190,10 +346,19 @@ 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(); }
+          if(m.side==="customer" && document.hidden){
+            notify("客户消息 #"+sid, m.content.substring(0, 50));
+          }
           if(sid==curSid) appendMsg(m);
         });
       }).catch(function(){});
@@ -202,6 +367,12 @@ function poll(){
 }
 setInterval(poll, 1000);
 
+function insertEmoji2(e){
+  document.getElementById("replyText").value += e;
+  document.getElementById("replyText").focus();
+  document.getElementById("emojiPanel2").style.display = "none";
+}
+
 function sendReply(){
   var t=document.getElementById("replyText").value.trim();
   if(!t || !curSid) return;
@@ -224,9 +395,32 @@ function closeSession(){
   renderList();
 }
 
+function transferSession(){
+  if(!curSid) return;
+  if(!confirm("确定转接这个对话？转接后其他客服可在排队列表接入。")) return;
+  fetch("/api/human/transfer",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:parseInt(curSid)})}).then(function(){
+    delete sessions[curSid];
+    curSid=0;
+    document.getElementById("chatContent").style.display="none";
+    document.getElementById("emptyTip").style.display="flex";
+    renderList();
+  });
+}
+
 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>

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()});

templates/index.html

@@ -653,6 +653,7 @@
             border-top:solid 1px #dde7f3;
             background:#ffffff;
             align-items:flex-end;
+            position:relative;
         }
         #input-text:focus{
             border-color:#2978e8;
@@ -1248,6 +1249,19 @@
         </div>
         <div class="input-area">
             <button id="upload-btn" title="发送图片">📎</button>
+            <button id="emoji-btn" title="表情" onclick="document.getElementById('emojiPanel').style.display=document.getElementById('emojiPanel').style.display==='block'?'none':'block'">😊</button>
+            <div id="emojiPanel" style="display:none;position:absolute;bottom:60px;left:10px;background:#fff;border:1px solid #ddd;border-radius:8px;padding:10px;box-shadow:0 2px 8px rgba(0,0,0,0.15);z-index:99;">
+                <span onclick="insertEmoji('😊')" style="cursor:pointer;font-size:20px;margin:2px;">😊</span>
+                <span onclick="insertEmoji('😂')" style="cursor:pointer;font-size:20px;margin:2px;">😂</span>
+                <span onclick="insertEmoji('👍')" style="cursor:pointer;font-size:20px;margin:2px;">👍</span>
+                <span onclick="insertEmoji('❤️')" style="cursor:pointer;font-size:20px;margin:2px;">❤️</span>
+                <span onclick="insertEmoji('🙏')" style="cursor:pointer;font-size:20px;margin:2px;">🙏</span>
+                <span onclick="insertEmoji('😅')" style="cursor:pointer;font-size:20px;margin:2px;">😅</span>
+                <span onclick="insertEmoji('😢')" style="cursor:pointer;font-size:20px;margin:2px;">😢</span>
+                <span onclick="insertEmoji('🎉')" style="cursor:pointer;font-size:20px;margin:2px;">🎉</span>
+                <span onclick="insertEmoji('📦')" style="cursor:pointer;font-size:20px;margin:2px;">📦</span>
+                <span onclick="insertEmoji('🚚')" style="cursor:pointer;font-size:20px;margin:2px;">🚚</span>
+            </div>
             <input type="file" id="upload-input" accept="image/*,.pdf" hidden>
             <textarea id="input-text" rows="1" placeholder="请输入您的问题或运单号...（Enter 发送，Shift+Enter 换行）"></textarea>
             <button id="send-button">➤</button>
@@ -1304,8 +1318,17 @@
 </div>
 <script>
 document.addEventListener('DOMContentLoaded', function(){
+// 请求浏览器通知权限
+if("Notification" in window && Notification.permission === "default"){
+  Notification.requestPermission();
+}
 const chatDom = document.getElementById("chatDom");
 const inputDom = document.getElementById("input-text");
+window.insertEmoji = function(e){
+    inputDom.value += e;
+    inputDom.focus();
+    document.getElementById("emojiPanel").style.display = "none";
+};
 const sendBtn = document.getElementById("send-button");
 const uploadBtn = document.getElementById("upload-btn");
 const uploadInput = document.getElementById("upload-input");
@@ -1322,12 +1345,17 @@ 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();
@@ -1895,17 +1923,39 @@ 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);
         return;
     }
     var now = new Date();
-    var day = now.getDay();
     var h = now.getHours();
-    var work = (day >= 1 && day <= 5) && (h >= 9 && h < 19);
+    var work = (h >= 8 && h < 22);
     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：每天 8:00-22:00\n当前为非工作时间，请留言，工作时间会尽快回复您。", 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（8:00-22:00）会尽快回复您。", false);
+        }
         return;
     }
     addMsg("正在为您转接人工客服...", false);
@@ -1919,6 +1969,13 @@ window.showHuman = async function(){
             window.humanSid = d.session_id;
             addMsg("您已加入人工排队，请稍候...", false);
             startHumanPoll();
+        }else if(d.closed){
+            addMsg(d.msg || "人工客服当前不在线，请留言。", 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（8:00-22:00）会尽快回复您。", false);
+            }
         }else{
             addMsg("转接失败，请稍后再试。", false);
         }
@@ -1937,15 +1994,70 @@ function startHumanPoll(){
         .then(d=>{
             if(d.status==="closed"){
                 clearInterval(t);
+                var sid = window.humanSid;
                 window.humanSid=0;
                 window.__busy=false;
                 if(typeof setBusy==="function") setBusy(false);
                 addMsg("人工客服已结束，您可以继续向 AI 提问。", false);
+                // 满意度评价
+                if(sid){
+                    var ratingBox = document.createElement("div");
+                    ratingBox.style.cssText = "text-align:center;padding:12px;margin:8px 0;background:#f8fafc;border-radius:10px;";
+                    ratingBox.innerHTML = '<div style="font-size:13px;color:#666;margin-bottom:8px;">本次服务满意吗？</div>' +
+                        '<div style="font-size:24px;cursor:pointer;letter-spacing:4px;">' +
+                        [1,2,3,4,5].map(function(s){return '<span data-star="'+s+'" style="cursor:pointer;color:#ddd;">★</span>'}).join("") +
+                        '</div>';
+                    chatDom.appendChild(ratingBox);
+                    chatDom.scrollTop = chatDom.scrollHeight;
+                    ratingBox.querySelectorAll("[data-star]").forEach(function(star){
+                        star.onmouseover = function(){
+                            var v = parseInt(this.dataset.star);
+                            ratingBox.querySelectorAll("[data-star]").forEach(function(s){
+                                s.style.color = parseInt(s.dataset.star) <= v ? "#fbbf24" : "#ddd";
+                            });
+                        };
+                        star.onclick = function(){
+                            var v = parseInt(this.dataset.star);
+                            fetch("/api/rate",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({sid:sid, stars:v, comment:""})});
+                            ratingBox.innerHTML = '<div style="font-size:13px;color:#666;">感谢您的评价！' + "⭐".repeat(v) + '</div>';
+                        };
+                    });
+                }
                 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.side==="agent") addMsg(m.content, false);
+                if(m.id <= last) return;
+                last = m.id;
+                if(m.side==="system"){
+                    // 撤回：删掉最后一条agent消息
+                    var msgs = chatDom.querySelectorAll(".robot-line");
+                    if(msgs.length) msgs[msgs.length-1].remove();
+                    var sysDiv = document.createElement("div");
+                    sysDiv.style.cssText = "text-align:center;font-size:12px;color:#999;padding:4px 0;";
+                    sysDiv.textContent = m.content;
+                    chatDom.appendChild(sysDiv);
+                    chatDom.scrollTop = chatDom.scrollHeight;
+                } else if(m.side==="agent"){
+                    addMsg(m.content, false);
+                    if(document.hidden && "Notification" in window && Notification.permission === "granted"){
+                        var n = new Notification("客服回复", {body: m.content.substring(0,50)});
+                        n.onclick = function(){ window.focus(); n.close(); };
+                    }
+                }
+                var oldT2 = document.getElementById("human-typing");
+                if(oldT2) oldT2.remove();
             });
         })
         .catch(()=>{});
@@ -1962,6 +2074,12 @@ 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 +2087,9 @@ 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 +2250,7 @@ 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 +2258,10 @@ 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})});
@@ -2152,9 +2274,24 @@ async function doSend(retryText){
     if(!isRetry){
         var fullContent = sendWord;
         if(imgUrl) fullContent += (fullContent ? " " : "") + "[图片]" + imgUrl;
+
+        // 新对话：先建会话，再显示自动欢迎语
+        if(!currentConvId){
+            try{ await ensureConv(); }catch(err){
+                const bubble = addMsg("", false);
+                renderError(bubble, t("sessionFail"), function(){
+                    const row = bubble.closest(".msg-row");
+                    if(row) row.remove();
+                    doSend(sendWord);
+                });
+                return;
+            }
+            addMsg("您好！欢迎咨询柏悦物流智能客服，请问有什么可以帮您？输入运单号可查轨迹，或点击下方快捷选项。", false);
+        }
+
         addMsg(fullContent, true);
         inputDom.value = "";
-        window.__pendingImg = "";
+        window.__pendingImg = ""; window.__pendingTag = "[图片]";
         var p = document.getElementById("imgPreview"); if(p) p.remove();
         inputDom.focus();
     }