新增订单概况并优化自动刷新和错误提示

.env.example

@@ -3,3 +3,26 @@
 # The process environment takes precedence, including an explicitly empty value.
 # Keep real credentials in .env; never put them in this example or source files.
 DEEPSEEK_API_KEY=
+# Daily verified SQLite backup while the application is running (Beijing date).
+AUTO_BACKUP_ENABLED=true
+# Optional fixed tenant scope for the internal order test dataset. Empty = all imported test rows.
+ORDER_DATA_TENANT_ID=
+# Default front-end customer account: admin / 123456. It grants no staff access.
+CUSTOMER_DEMO_ENABLED=true
+CUSTOMER_DEMO_USERNAME=admin
+# Bind one explicit tenant, or leave empty to use the current local dataset grants.
+CUSTOMER_DEMO_TENANT_ID=
+# On initial association, grant the default account the tenants currently in the local table.
+CUSTOMER_DEMO_LOCAL_ORDERS=true
+# Optional password hash used only when creating the default account; not plaintext.
+# CUSTOMER_DEMO_PASSWORD_HASH=
+# Short-recording ASR is independent of DEEPSEEK_API_KEY. No credentials = voice input unavailable.
+ASR_PROVIDER=baidu
+BAIDU_ASR_API_KEY=
+BAIDU_ASR_SECRET_KEY=
+# Optional absolute ffmpeg executable path. Empty = find ffmpeg on PATH. Docker includes it.
+FFMPEG_BIN=
+# Optional alternative: ASR_PROVIDER=dashscope, with a separate Alibaba Cloud Model Studio key.
+ASR_API_KEY=
+ASR_URL=https://dashscope.aliyuncs.com/compatible-mode/v1/chat/completions
+ASR_MODEL=qwen3-asr-flash

AGENTS.md

@@ -7,13 +7,23 @@ Use `am.py` for CLI/WSGI, `logistics_chat/` for business code, and `static/css/`
 | Area | Files and search anchors |
 |---|---|
 | AI | `logistics_chat/chat_service.py`: `create_chat_stream`; `logistics_chat/ai_client.py`: `post_completion` |
+| Voice input | `static/js/voice.js`: `ChatVoice.create`; `logistics_chat/speech_service.py`: `transcribe_recording`, `baidu_transcribe`; `logistics_chat/routes/speech.py` |
+| Guest identity | `static/js/visitor.js`: bootstrap and cookie recovery; `logistics_chat/visitor_service.py`: owner checks; `routes/visitor.py`: customer human support |
+| Customer login | `logistics_chat/customer_service.py`: sessions, default customer bootstrap, order conversation binding; `routes/customer.py`; `static/js/customer.js`: login and logout |
+| My orders | `logistics_chat/customer_order_service.py`: scoped overview counts, status filters, read-only list and exact detail; `routes/customer.py`: `/api/customer/orders`; `static/js/customer_orders.js`: automatic login panel, pagination, tracking, logout cleanup |
+| Staff login | `logistics_chat/staff_service.py`: opaque 24-hour sessions, default-deny endpoint allowlist, CSRF, login/logout; `routes/admin.py`; `static/js/admin.js` |
+| Chat drafts | `static/js/drafts.js`: `ChatDrafts.create`; `chat.js`: `flushDraft`, `restoreDraft`, startup recovery |
 | Knowledge | `logistics_chat/knowledge.py`: `knowledge_list`, `search_knowledge`; `docs/knowledge.md` |
 | Pricing | `logistics_chat/pricing.py`: `RATES`, `calc_freight`; `logistics_chat/rates_extra.py` |
 | Tracking | `logistics_chat/tracking.py`: `extract_tracking_no`, `build_track`, `CARD_PREFIX` |
+| Order test data | `logistics_chat/order_data.py`: `lookup_order`, `answer_query`, `import_records`; `scripts/import_order_test_data.py` |
 | Persistence | `logistics_chat/db.py`: `init_db`, `save_message`; `logistics_chat/history_service.py` |
-| Human support | `logistics_chat/human_service.py`; `logistics_chat/routes/human.py` |
+| DB maintenance | `logistics_chat/db.py`: `SCHEMA_VERSION`, `MIGRATIONS`; `database_backup.py`: verified snapshots, daily worker, offline restore; `scripts/db_maintenance.py`; `docs/database-maintenance.md` |
+| Human support | `logistics_chat/human_service.py`: lifecycle, transfer, notes, recall, five-minute queue timeout; `logistics_chat/routes/human.py` |
+| Offline tickets | `logistics_chat/ticket_service.py`: schema v3, `init_ticket_history`, owner-only claim/notes/completion, search, `ticket_summary`, `ticket_events`, overdue timers; `routes/business.py`; `static/js/admin_tickets.js`: drafts, alerts, timeline |
 | Business / files | `logistics_chat/business_service.py`, `logistics_chat/file_service.py`; `logistics_chat/routes/` |
-| UI | `templates/`; `static/css/theme.css`: tokens; page CSS; `static/js/chat.js`: `doSend`, `I18N`; `static/js/admin.js`: `poll`, `sendReply`, `setChatView` |
+| Customer attachments | `static/js/attachments.js`: paste/drop gestures, image viewer; `chat.js`: `uploadAttachment`, upload lifecycle |
+| UI | `templates/`; `static/css/theme.css`: tokens; page CSS; `static/js/chat.js`: `doSend`, `I18N`; `static/js/admin.js`: `poll`, `sendReply`, `setChatView`; `admin_tools.js`: notes, transfer, search; `support.js`: emoji, notifications, rating |
 | Startup / hooks | `logistics_chat/__init__.py`: `create_app`; `config.py`: `default_config`; `hooks.py`, `runtime.py` in that package |
 | CLI / tests | `start.bat`: `probe_python`; `scripts/`, `tests/`, `examples/requests/` |
 | Deployment | `Jenkinsfile`, `Dockerfile`; `deploy/gray_config.py`: `GrayConfig`; publish/activate/TLS scripts; `docs/deployment.md` |
@@ -51,7 +61,7 @@ Use four-space Python indentation, `snake_case`, `UPPER_SNAKE_CASE` constants, a
 
 Use `tests/test_<feature>.py` and `test_<behavior>`. Mock DeepSeek; configure temporary database/upload/backup/log paths before `create_app`. Pytest: `.\.venv\Scripts\python.exe -m pytest -v`; Linux/macOS: `.venv/bin/python -m pytest -v`.
 
-Tests run `tests/frontend/admin.test.cjs` when Node.js is available; no npm dependencies.
+Tests run `tests/frontend/admin.test.cjs`, `chat.test.cjs`, `voice.test.cjs`, `visitor.test.cjs`, and `drafts.test.cjs` when Node.js is available; no npm dependencies. Baidu ASR uses FFmpeg on PATH or `FFMPEG_BIN`; provider calls are mocked in tests.
 
 ## Commit & Pull Request Guidelines
 
@@ -59,4 +69,4 @@ History uses concise Chinese summaries. Keep commits focused. PRs explain behavi
 
 ## Security & Configuration Tips
 
-Never commit credentials or runtime/customer data. Revoke exposed keys. Keep `uploads/.gitkeep`. Startup reads root `.env`; environment variables override it. Restart after changes. `create_app` initializes storage unless `INITIALIZE_RUNTIME=False`. Default HOST is `0.0.0.0`; Linux deployment binds loopback. Admin authentication remains incomplete; protect all acceptance routes through Nginx.
+Never commit credentials or runtime/customer data. Revoke exposed keys. Keep `uploads/.gitkeep`. Startup reads root `.env`; environment variables override it. Restart after changes. `create_app` initializes storage unless `INITIALIZE_RUNTIME=False`; order and staff tables start empty. The requested default customer account is separate from staff and stores only a password hash. Default HOST is `0.0.0.0`; Linux deployment binds loopback. Staff authentication uses independent server-side sessions with absolute 24-hour expiry and CSRF checks; keep the Nginx perimeter, protect staff and unknown routes by default, and expose only the reviewed customer endpoint allowlist. Tests authenticate staff through the real login flow; never bypass authentication in testing. Never expose the upstream port publicly. Guest keys authorize public chat history, never customer orders. Order facts and sensitive conversation history require the server-validated customer and tenant; never accept tenant claims from client input. Do not assign unowned legacy records to a new visitor.

Dockerfile

@@ -6,6 +6,12 @@ ENV PYTHONUNBUFFERED=1 \
     PIP_DISABLE_PIP_VERSION_CHECK=1
 WORKDIR /app
 COPY requirements.txt ./
+ARG DEBIAN_MIRROR=https://deb.debian.org
+RUN case "$DEBIAN_MIRROR" in https://deb.debian.org|https://mirrors.tuna.tsinghua.edu.cn) ;; *) exit 2;; esac \
+    && sed -i "s|http://deb.debian.org|$DEBIAN_MIRROR|g" /etc/apt/sources.list.d/debian.sources \
+    && apt-get -o Acquire::Retries=2 -o Acquire::https::Timeout=30 update \
+    && apt-get -o Acquire::Retries=2 -o Acquire::https::Timeout=30 install -y --no-install-recommends ffmpeg \
+    && rm -rf /var/lib/apt/lists/*
 RUN python -m pip install --no-cache-dir -r requirements.txt \
     && groupadd --gid 10001 baiyue \
     && useradd --uid 10001 --gid 10001 --no-create-home --home-dir /nonexistent --shell /usr/sbin/nologin baiyue \
@@ -16,6 +22,7 @@ COPY logistics_chat/ ./logistics_chat/
 COPY templates/ ./templates/
 COPY static/ ./static/
 COPY deploy/__init__.py deploy/wsgi.py ./deploy/
+COPY scripts/import_order_test_data.py scripts/db_maintenance.py ./scripts/
 USER 10001:10001
 EXPOSE 5000
 HEALTHCHECK --interval=10s --timeout=3s --start-period=10s --retries=6 \
@@ -31,7 +38,7 @@ RUN python -m pytest -q -p no:cacheprovider
 
 FROM ${PYTHON_BASE_IMAGE} AS certbot
 ENV PYTHONUNBUFFERED=1 PYTHONDONTWRITEBYTECODE=1
-RUN python -m pip install --no-cache-dir certbot==5.9.0
+RUN python -m pip install --no-cache-dir certbot==5.8.0
 ENTRYPOINT ["certbot"]
 
 FROM runtime AS production

Jenkinsfile

@@ -20,21 +20,27 @@ pipeline {
           if (!(params.PYTHON_BASE_IMAGE ==~ /[A-Za-z0-9][A-Za-z0-9._\/:@-]+/)) {
             error('Invalid Python base image reference')
           }
+          if (!((params.ASR_PROVIDER ?: '') in ['', 'baidu'])) {
+            error('Gray speech provider must be baidu or disabled')
+          }
+          if (!((params.DEBIAN_MIRROR ?: 'https://deb.debian.org') in ['https://deb.debian.org', 'https://mirrors.tuna.tsinghua.edu.cn'])) {
+            error('Select a supported Debian mirror')
+          }
         }
         sh '''set -eu
           for file in deploy/*.sh; do bash -n "$file"; done
-          node --test tests/frontend/admin.test.cjs
+          node --test tests/frontend/*.test.cjs
         '''
       }
     }
     stage('Build and test image') {
       steps {
-        withEnv(["PYTHON_BASE_IMAGE=${params.PYTHON_BASE_IMAGE}"]) {
+        withEnv(["PYTHON_BASE_IMAGE=${params.PYTHON_BASE_IMAGE}", "DEBIAN_MIRROR=${params.DEBIAN_MIRROR ?: 'https://deb.debian.org'}"]) {
           sh '''set -eu
-            docker build --target test --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" -t "$CHAT_IMAGE-test" .
-            docker build --target production --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" \
+            docker build --target test --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" -t "$CHAT_IMAGE-test" .
+            docker build --target production --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" \
               --label "org.opencontainers.image.revision=$SOURCE_COMMIT" -t "$CHAT_IMAGE" .
-            docker build --target certbot --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" \
+            docker build --target certbot --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" \
               --label "org.opencontainers.image.revision=$SOURCE_COMMIT" -t "$CERTBOT_IMAGE" .
           '''
         }
@@ -50,16 +56,29 @@ pipeline {
           withEnv([
             "PUBLIC_ORIGIN=${params.PUBLIC_ORIGIN}", "HOST_PORT=${params.HOST_PORT}",
             "GRAY_DEPLOY_DIR=${params.GRAY_DEPLOY_DIR}", "GRAY_PROXY_CONF_DIR=${params.GRAY_PROXY_CONF_DIR}",
-            "GRAY_TLS_CERT_FILE=${params.GRAY_TLS_CERT_FILE}", "GRAY_TLS_KEY_FILE=${params.GRAY_TLS_KEY_FILE}"
+            "GRAY_TLS_CERT_FILE=${params.GRAY_TLS_CERT_FILE}", "GRAY_TLS_KEY_FILE=${params.GRAY_TLS_KEY_FILE}",
+            "ASR_PROVIDER=${params.ASR_PROVIDER ?: ''}"
           ]) {
             withCredentials([
               sshUserPrivateKey(credentialsId: params.SSH_CREDENTIAL_ID, keyFileVariable: 'TARGET_SSH_KEY', usernameVariable: 'TARGET_SSH_USER'),
               string(credentialsId: params.SSH_HOST_CREDENTIAL_ID, variable: 'TARGET_SSH_HOST'),
               file(credentialsId: params.SSH_KNOWN_HOSTS_CREDENTIAL_ID, variable: 'TARGET_SSH_KNOWN_HOSTS'),
               string(credentialsId: params.DEEPSEEK_CREDENTIAL_ID, variable: 'DEEPSEEK_API_KEY'),
+              string(credentialsId: params.BAIDU_ASR_API_KEY_CREDENTIAL_ID, variable: 'BAIDU_ASR_API_KEY'),
+              string(credentialsId: params.BAIDU_ASR_SECRET_KEY_CREDENTIAL_ID, variable: 'BAIDU_ASR_SECRET_KEY'),
               usernamePassword(credentialsId: params.PREVIEW_AUTH_CREDENTIAL_ID, usernameVariable: 'PREVIEW_USERNAME', passwordVariable: 'PREVIEW_PASSWORD')
             ]) {
               sh 'bash deploy/publish-gray.sh'
+              script {
+                if (params.IMPORT_ORDER_SAMPLES) {
+                  withCredentials([
+                    file(credentialsId: params.ORDER_SNAPSHOT_CREDENTIAL_ID, variable: 'ORDER_SNAPSHOT_FILE'),
+                    file(credentialsId: params.TRACKING_SNAPSHOT_CREDENTIAL_ID, variable: 'TRACKING_SNAPSHOT_FILE')
+                  ]) {
+                    sh 'bash deploy/import-gray-order-samples.sh'
+                  }
+                }
+              }
             }
           }
         }

README.md

@@ -8,11 +8,12 @@
 - **知识库优先**：优先使用本地知识库回答，减少模型编造
 - **追问兜底**：当前问题没命中关键词时，用上一句提问去检索
 - **运费试算**：识别重量/尺寸/渠道，按报价表阶梯单价计算并展示完整明细
-- **运单号查询**：发送 8~20 位运单号，返回轨迹卡片；先展示最近节点，可展开全部轨迹
+- **订单查询**：直接输入入仓码查询订单与已有轨迹，卡片主显示入仓码；兼容订单号与 Shipment ID，展示概要、申报重量/体积和业务状态历史，不生成模拟运输轨迹
 - **历史会话**：会话保存到 SQLite，支持打开、搜索、删除
 - **交互**：停止生成、复制（纯文本）、重答、多行输入、回到底部
 - **中英文切换**：右上角「中/EN」按钮或快捷键 `Ctrl + L`
 - **异常处理**：接口超时、Key 失效、中断时给出明确提示与重试
+- **会话恢复**：连接中断保留已收到的正文；切换话题取消旧附件，等待建会话时保留新草稿；历史加载失败保留已有列表
 - **深色模式**：右上角切换，偏好本地保存
 - **响应式**：窄屏下侧栏自动变为抽屉
 - **附件预览**：发送前查看文件名或缩略图，可移除待发送附件
@@ -23,6 +24,8 @@
 
 代码标注的报价来源为 **炜易达 VIP 报价表（2026-10-15 9:00 执行版）**，覆盖 8 条渠道。以下逐渠道列出代码中的重量档位；按计费重量选择不大于该重量的最高档位：
 
+报价试算需先确认目的国家或地区；未识别到目的地时先补充信息。英国报价及其连续追问使用英国费率，“海运呢”“空运呢”等短句和重试保留原有条件。明确提到美国等当前未覆盖的目的地时交由人工确认；英国按方报价也不会套用欧洲仓价。没有匹配的国家或仓点时不自动回退到其他仓点。
+
 | 渠道 | 重量档位 → 基础单价（元/kg） | 参考时效 |
 |---|---|---|
 | 欧洲海运快线 | 21KG+ → 12.3；101KG+ → 10.3；500KG+ → 10.2；2000KG+ → 10.0 | 开船后 38-45 天 |
@@ -104,6 +107,10 @@ cp .env.example .env # 仅首次运行；已有 .env 时跳过
 
 ### 配置说明
 
+手机语音输入：点击输入区上方的麦克风按钮，再按住说话，松开后转文字并发送；上滑或取消触摸不发送，最长 60 秒。微信和手机浏览器使用同一服务端转写链路；页面必须通过 HTTPS 或本机 localhost 打开，并允许麦克风。旧版内置浏览器不支持录音时仍可文字输入。手机订单信息默认折叠，物流轨迹优先展示。
+
+在根目录 `.env` 配置 `ASR_PROVIDER=baidu`、`BAIDU_ASR_API_KEY` 和 `BAIDU_ASR_SECRET_KEY`，使用已开通短语音识别的百度语音应用凭据，不能混用 OCR 或 DeepSeek 凭据。服务端须安装 FFmpeg 并加入 PATH，也可用 `FFMPEG_BIN` 指定可执行文件绝对路径；Docker 应用镜像已包含 FFmpeg。浏览器 WebM/MP4 录音通过内存管道转为 16 kHz 单声道 PCM，录音不写入上传目录或历史，只发送识别文字。修改后重启服务。可选的 `ASR_PROVIDER=dashscope` 使用 `.env.example` 中独立的 ASR 配置。
+
 - 本地密钥放在项目根目录的 `.env` 中：首次运行复制 [`.env.example`](.env.example)，填写 `DEEPSEEK_API_KEY=你的密钥`。`.env` 已被 Git 忽略，示例文件中的值应保持为空。
 - 应用启动时自动读取根目录 `.env`，不依赖终端的当前目录；`am.py`、Windows 启动脚本和 WSGI 应用工厂均使用同一配置入口。修改密钥后须重启服务。
 - 配置优先级为：显式传给 `create_app` 的配置 > 进程环境变量 > `.env` > 空值。环境变量即使为空也会覆盖 `.env`；本地填写后仍提示未配置时，请检查并移除旧的空环境变量。
@@ -114,7 +121,7 @@ cp .env.example .env # 仅首次运行；已有 .env 时跳过
 
 ### Jenkins 灰度部署
 
-现有灰度环境按 [Jenkins 部署指南](docs/deployment.md) 发布：构建和测试镜像，SSH 发送至专用 Compose 服务，再配置独立域名的 HTTPS 和全站访问密码。密钥由 Jenkins 注入，数据和证书保存在独立宿主机目录；启动失败时恢复之前的应用和站点。面向客户开放前仍需补齐鉴权和数据隔离。另附 [Linux 单机参考](docs/deployment-linux.md)。
+现有灰度环境按 [Jenkins 部署指南](docs/deployment.md) 发布：构建和测试镜像，SSH 发送至专用 Compose 服务，Nginx 提供 HTTPS。客户聊天入口免登录，只有明确列出的客户 API 开放；客服后台、搜索、导出和其他未知路径继续使用访问密码。密钥由 Jenkins 注入，数据和证书保存在独立宿主机目录；启动失败时恢复之前的应用和站点。上游端口必须仅绑定回环地址。另附 [Linux 单机参考](docs/deployment-linux.md)。
 
 ## 目录结构
 
@@ -132,12 +139,14 @@ baiyue-logistics-chat/
 │   ├── knowledge.py          知识与关键词检索
 │   ├── pricing.py            运费解析与计算
 │   ├── rates_extra.py        扩展报价唯一数据源
-│   ├── tracking.py           模拟轨迹与卡片协议
+│   ├── tracking.py           卡片协议与旧演示函数兼容
+│   ├── order_data.py         本地订单测试表、精确查询与快照导入
 │   ├── ai_client.py          模型 HTTP、压缩和追问
 │   ├── chat_service.py       问答与 SSE 编排
 │   ├── history_service.py    会话 CRUD
 │   ├── human_service.py      人工会话
 │   ├── business_service.py   登录、统计、订单、留言、导出
+│   ├── staff_service.py      客服登录、24 小时会话、接口鉴权及退出
 │   ├── file_service.py       附件与清理
 │   ├── hooks.py              限流和缓存头
 │   ├── runtime.py            服务启动
@@ -201,7 +210,7 @@ py -3 scripts/close_active_sessions.py
 |---|---|---|
 | GET | `/` | 客户聊天页面 |
 | GET / POST | `/stream_chat` | SSE 流式对话；POST JSON 接收 `msg`、`conv_id` |
-| POST | `/api/new_chat` | 新建会话，返回 `id` |
+| POST | `/api/new_chat` | 新建会话并保存欢迎语，返回 `id`、`welcome` |
 | GET | `/api/get_history` | 会话列表 |
 | GET | `/api/get_messages?conv_id=` | 单个会话的消息 |
 | DELETE | `/api/del_history?id=` | 删除单个会话和消息 |
@@ -212,10 +221,35 @@ py -3 scripts/close_active_sessions.py
 | POST | `/api/human/send` | 发送人工消息 |
 | GET | `/api/human/poll` | 轮询人工消息 |
 | POST | `/api/human/close` | 关闭人工会话 |
+| POST | `/api/human/transfer` | 将接待中的会话转回排队列表 |
+| POST | `/api/human/note` | 保存会话备注 |
+| POST | `/api/human/recall` | 按 `mid` 撤回客服消息 |
+| POST | `/api/rate` | 提交人工服务评价（`sid`、1–5 的 `stars`、`comment`） |
+| GET | `/api/agents/list` | 客服列表，不包含密码 |
+| GET | `/api/search_chat?q=` | 搜索历史消息，最多返回 50 条 |
+| POST | `/api/ticket` | 客户提交离线留言，保留访客身份校验 |
+| GET | `/api/tickets` | 后台留言列表，默认待处理；`status=all/pending/processing/completed`、`limit=1..100`、`before=id` 分页；`q` 按内容、电话、负责人和备注搜索，最多 100 字；`overdue=1` 只看超时 |
+| GET | `/api/tickets/summary` | 后台全局待处理数量、超时总量及分类数量与最新留言编号；`after=id` 返回其后新增的留言数，不受搜索及分页影响 |
+| GET | `/api/tickets/<id>` | 后台查看留言详情、负责人、备注和完成时间 |
+| GET | `/api/tickets/<id>/events` | 后台处理记录（最新在前），含操作者、时间、备注前后值；`limit=1..100`、`before=事件id` 分页，默认 20 条 |
+| POST | `/api/tickets/<id>/claim` | 当前登录客服领取待处理留言，需要 CSRF |
+| PATCH | `/api/tickets/<id>` | 负责人更新备注或完成；传 `version`、`note` 和可选 `status=completed`，需要 CSRF |
 | GET | `/admin` | 客服登录页面 |
-| POST | `/admin/login` | 校验客服账号密码 |
+| POST | `/admin/login` | 校验客服账号密码并签发 24 小时会话 |
+| GET | `/api/admin/session` | 获取当前客服身份与 CSRF 令牌（需要后台登录） |
+| POST | `/admin/logout` | 撤销当前后台会话（需要 CSRF 请求头） |
 | GET | `/admin/dashboard` | 客服工作台 |
-| GET | `/api/export_chat` | 导出聊天记录为 CSV |
+| GET | `/api/export_chat` | 导出 Excel；`?format=csv` 保留 CSV 导出 |
+
+人工客服每天 8:00–22:00 接受新申请，由服务端校验时间；其余时间可提交离线留言。客服工作台保留白色界面，转接后由其他客服在排队列表主动接入。页面的铃铛按钮可开启浏览器通知，页面切到后台时提示排队或新消息；实际通知能力取决于浏览器权限。
+
+人工排队等候超过 5 分钟后，排队标签显示超时数量，队列卡片标注超时分钟数；首次进入超时状态时提醒一次。页面切到后台且已授权浏览器通知时会弹出系统通知。
+
+离线留言处理位于工作台「资料与回复 → 离线留言」。点击留言查看详情，领取后自动设为当前客服负责并进入「处理中」；负责人可保存处理备注，填写处理结果后标记「已完成」。完成记录保留，可按状态筛选查询。重复或并发领取会被拒绝；其他客服只能查看，不能覆盖负责人备注。备注发生版本冲突时保留本页草稿，展示当前保存的内容，人工核对后才允许继续保存。列表每次加载 20 条，支持加载更早留言；查看更早留言期间可点击「刷新」返回最新列表。未保存备注在当前页面按留言保留，刷新整个网页或退出时不会持久保存草稿。
+
+工作台顶部「留言」显示全局待处理数量，点击直达待处理列表。独立的 5 秒轮询不受搜索、查看旧页或保存备注影响；新留言到达后显示页面提示，首次打开仅显示已有待处理总数，不重复提醒旧记录。开启右上角浏览器通知后，页面在后台时也可收到新留言通知，提醒只含数量。搜索在数据库执行，支持手机号、留言内容、负责人账号／姓名和处理备注，可与状态及分页同时使用；输入 `%`、`_`、`\` 按普通字符匹配，不当作通配符。
+
+工作台顶部「超时」显示全部未完成超时留言，点击查看；列表可组合「只看超时」、状态和搜索。待处理超过提交时间 30 分钟、处理中超过领取时间 20 分钟即提醒，按服务端本地时间计算；保存备注不重置领取计时，完成后不再计入。详情中的「处理记录」保留提交、领取、备注变更前后和完成结果，操作者取实际登录客服，变更和记录在同一事务提交；记录只对后台开放，不可从接口编辑或删除。旧留言升级时只保留已知状态，不补造历史；原处理中留言以升级前最后更新时间估算领取时间并在页面说明，缺少有效时间则提示无法计算。
 
 SSE 每帧为一条 JSON，主要事件包括：
 
@@ -230,15 +264,35 @@ data: {"d": 1}
 
 ## 数据库与运行数据
 
-首次启动会自动创建 `chat_history`、`messages`、`feedback`、`human_sessions`、`human_messages`、`agents`、`orders` 和 `tickets` 八张表，不自动创建客服账号或演示数据。本地入口使用根目录 `history.db`，Linux 部署工厂另存至专用数据目录。运单卡片以 `__CARD__{json}` 形式保存，前端据此恢复展示。
+订单数据保存在聊天服务运行时 SQLite 的 `order_test_data` 表中，与灰度业务库独立，可直接通过 SQLite 工具新增或修改；不会自动同步源库，没有管理页面和对外增删改接口。游客咨询无需登录，查询订单时引导客户登录；查询按服务端账号关联的客户范围过滤。`ORDER_DATA_TENANT_ID` 是额外限制，不能代替客户身份。
 
-普通导入 `am.py` 或 `logistics_chat` 不创建运行数据。显式调用 `create_app()` 或访问 WSGI 兼容入口 `am.app` 时，默认初始化 SQLite、创建正常运行日志、备份数据库并清理修改时间超过 7 天的上传文件。测试须事先配置临时数据库、附件、日志和备份目录；`INITIALIZE_RUNTIME=False` 可禁止自动初始化，此时调用方负责准备 schema。历史会话的自动清理仍已关闭。
+默认前台客户账号为 `admin / 123456`，与受 Nginx 保护的客服后台独立。默认按当前本地数据建立客户范围关联：单客户写入 `customer_users.tenant_id`，多客户写入 `customer_tenant_grants`，查询始终按服务端白名单过滤。首次关联完成后不自动加入新客户范围，同一客户下新增订单可直接查询。`CUSTOMER_DEMO_TENANT_ID` 可指定单个范围；`CUSTOMER_DEMO_LOCAL_ORDERS=false` 关闭多客户自动关联。账号保存在 `customer_users`，密码为 PBKDF2 哈希；已有账号启动时不覆盖，可直接维护哈希、`tenant_id`、`enabled` 及客户范围关联表。`CUSTOMER_DEMO_ENABLED=false` 禁用默认账号及其已有登录；真实客户账号不受该开关影响。`CUSTOMER_DEMO_USERNAME` 与 `CUSTOMER_DEMO_PASSWORD_HASH` 用于首次创建默认账号。
+
+登录凭据通过独立 HttpOnly Cookie 及服务端 `customer_sessions` 校验，绑定当前访客，8 小时有效；退出后撤销当前登录。登录后自动继续刚才的订单问题；含订单事实的会话在退出后隐藏，只有相同访客重新登录同一客户和范围后才能恢复。真实用户认证接入时替换账号校验/关联层，继续使用内部客户 ID、可信客户范围和已有登录会话契约；MCP 数据查询仍通过 `lookup_order` 的客户范围过滤。
+
+游客首次访问由浏览器生成 256 位随机 key，保存在当前站点的 localStorage；服务端只保存其哈希作为会话归属，以 HttpOnly、SameSite Cookie 校验请求。刷新或同浏览器再次打开可恢复自己的历史，其他浏览器拥有独立记录；清除站点数据后无法自动找回。存储被禁用时使用 Cookie 维持访客会话。旧版未记录归属的历史不自动分配给首位访客，继续保留给受保护的客服后台。访客只能访问、删除自己的聊天、人工会话和附件，不能凭会话编号或访客 key 查询真实订单。
+
+未发送的文字草稿按游客和会话分别保存在当前浏览器的 localStorage，当前标签页通过 sessionStorage 记录上次打开的会话；切换会话和刷新可恢复对应草稿，发送或删除会话后清理。草稿不跨设备同步，不恢复未发送的附件。浏览器禁止存储或空间不足时只在当前页面暂存，并提示刷新前保留文字；清除站点数据会同时删除草稿。历史加载失败期间禁止发送，重新选择会话或新建对话后再继续。
+
+快照 JSON 放仓库外的私有 artifacts 目录，使用明确路径导入：
+
+```powershell
+.\.venv\Scripts\python.exe scripts/import_order_test_data.py --snapshot "D:\private\orders.snapshot.json" --db "D:\data\history.db"
+```
+
+脚本默认保留已有记录，避免覆盖手工调整；确需覆盖时显式加 `--replace`。`order_no` 与 `tenant_id` 组成唯一键；`gross_weight_kg`、`volume_cbm`、`package_count` 是申报汇总，`history_json` 是形如 `[{"time":"2026-10-29 10:00","status":"SUBMITTED"}]` 的业务状态列表。子订单未提供独立货物数据时保持空值。快照、运行数据库和凭据不提交 Git。后续 MCP 接口开放后替换 `order_data.lookup_order` 的取数实现即可保留聊天契约。
+
+首次启动创建聊天、访客附件、客户登录、人工接待、反馈及订单所需表，并兼容已有数据。默认前台客户账号按上述配置初始化，客服账号和订单数据由管理员配置。本地入口使用根目录 `history.db`，Linux 部署工厂另存至专用数据目录。会话备注保存在 `human_sessions.note`；消息撤回事件通过 `human_messages.recalled_id` 指向原消息，轮询客户端按编号更新。订单卡片以 `__CARD__{json}` 形式保存，前端据此恢复展示。
+
+普通导入 `am.py` 或 `logistics_chat` 不创建运行数据。显式调用 `create_app()` 或访问 WSGI 兼容入口 `am.app` 时，默认初始化 SQLite、创建正常运行日志、备份数据库，并清理未被聊天记录引用且修改时间超过 7 天的临时上传文件。已发送附件随 AI/人工聊天记录保留；已被删除的旧文件无法恢复，页面会显示附件无法访问的提示。测试须事先配置临时数据库、附件、日志和备份目录；`INITIALIZE_RUNTIME=False` 可禁止自动初始化，此时调用方负责准备 schema。历史会话的自动清理仍已关闭。
+
+数据库已提供版本迁移、升级前校验快照、SQLite 在线每日备份及离线恢复工具，详见 [数据库维护指南](docs/database-maintenance.md)。应用运行时按北京时间跨日备份，`AUTO_BACKUP_ENABLED=false` 可关闭后台每日任务；启动备份仍执行。附件与配置须另行备份。
 
 ## 当前限制
 
-- 运单轨迹为模拟数据，尚未接入真实物流查询接口。
-- 不预置客服账号；应用内客服登录仍沿用旧账号校验逻辑。公网自用验收可按部署指南使用全站访问密码进入工作台。
-- 后台登录尚未建立完整会话鉴权，管理页面和接口缺少登录校验。
+- 订单查询使用可编辑测试副本，尚未接入实时承运商物流轨迹或 MCP；旧历史卡片继续兼容展示。
+- 不预置客服账号；客服登录支持现有 PBKDF2/scrypt 密码哈希，兼容旧明文账号记录，不修改已保存密码。登录签发独立的 HttpOnly、SameSite=Lax Cookie，HTTPS 时启用 Secure；服务端 `staff_sessions` 只保存凭证摘要，后台登录从成功登录起 24 小时有效，到期需要重新登录。访问后台和重启服务不会延长有效期；浏览器 Cookie 同样保存 24 小时，退出、清理 Cookie 或浏览器自动清理后需重新登录。升级时撤销旧的无限期会话，重新登录后使用 24 小时规则。后台页面、接口、搜索、导出及客服附件统一校验会话，未明确列入客户白名单的新增路径默认需要客服登录。客户账号不能访问后台。
+- 工作台右上角“退出登录”撤销当前凭证，不停止服务、不删除数据；密码变更或账号删除使旧会话失效。写操作校验 CSRF 请求头和请求来源；登录接口每个账号与连接来源组合在 5 分钟内最多尝试 5 次，成功后清除计数（进程内计数，多进程部署需代理统一限流）。登录凭证被撤销或丢失时停止后台轮询并回到登录页。Nginx 专用访问密码及上游回环绑定继续保留，客户聊天不要求后台密码。
 - 运费数字由 Python 计算后交给模型组织说明；附加费是否适用仍需结合具体货物和地址核对。
 - 回答提示词目标为 120–350 字；代码压缩阈值为中文 800、英文 1400 字符，超过阈值最多尝试压缩两次。
 - 服务优先使用 Waitress 的 8 个线程；缺少 Waitress 时会回退到 Flask 开发服务器。公网部署前还需完善鉴权及部署配置。

deploy/activate-gray.sh

@@ -12,7 +12,7 @@ release=${2:?}
 # Parse a small allowlist of non-secret release fields; never source a credential file.
 while IFS='=' read -r name value; do
   case "$name" in
-    CHAT_IMAGE|CHAT_IMAGE_ID|CHAT_CERTBOT_IMAGE|CHAT_CERTBOT_IMAGE_ID|SOURCE_COMMIT|HOST_PORT|CHAT_ROOT|CHAT_RELEASE|CHAT_DATA_DIR|CHAT_LOG_DIR|CHAT_RUNTIME_ENV|CHAT_DOMAIN|CHAT_PROXY_DIR|CHAT_TLS_CERT|CHAT_TLS_KEY) ;;
+    CHAT_IMAGE|CHAT_IMAGE_ID|CHAT_CERTBOT_IMAGE|CHAT_CERTBOT_IMAGE_ID|SOURCE_COMMIT|HOST_PORT|CHAT_ROOT|CHAT_RELEASE|CHAT_DATA_DIR|CHAT_LOG_DIR|CHAT_RUNTIME_ENV|CHAT_DOMAIN|CHAT_PROXY_DIR|CHAT_TLS_CERT|CHAT_TLS_KEY|CHAT_AUTH_DIR) ;;
     *) echo 'Unexpected release setting.' >&2; exit 2 ;;
   esac
   [[ "$value" =~ ^[A-Za-z0-9_./:-]+$ ]] || exit 2
@@ -24,7 +24,9 @@ done < "$release/release.env"
 [[ "$CHAT_IMAGE" =~ ^baiyue-logistics-chat-gray:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
 [[ "$HOST_PORT" =~ ^[0-9]+$ ]] && ((HOST_PORT >= 1024 && HOST_PORT <= 65535)) || exit 2
 [[ -d "$CHAT_PROXY_DIR" && -r "$CHAT_TLS_CERT" && -r "$CHAT_TLS_KEY" ]] || exit 2
-[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_IMAGE")" == "$CHAT_IMAGE_ID" ]] || exit 2
+loaded_id=$(awk -F= '$1 == "CHAT_IMAGE_ID" {print $2}' "$release/loaded-image-ids.env")
+[[ "$loaded_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_IMAGE")" == "$loaded_id" ]] || { echo 'Loaded application image changed.' >&2; exit 2; }
 [[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$CHAT_IMAGE")" == "$SOURCE_COMMIT" ]] || exit 2
 openssl x509 -in "$CHAT_TLS_CERT" -checkhost "$CHAT_DOMAIN" -noout >/dev/null
 
@@ -41,7 +43,8 @@ if [[ -n "$(ss -H -ltn "sport = :$HOST_PORT")" && "$old_port" != "127.0.0.1:$HOS
 fi
 
 site="$CHAT_PROXY_DIR/baiyue-logistics-chat-gray.conf"
-auth="$CHAT_PROXY_DIR/.baiyue-logistics-chat.htpasswd"
+[[ "$CHAT_AUTH_DIR" == /*/baiyue-logistics-chat-gray-proxy && "$CHAT_AUTH_DIR" != *..* ]] || exit 2
+auth="$CHAT_AUTH_DIR/access.htpasswd"
 if [[ -f "$site" ]] && ! head -n 1 "$site" | grep -Fq 'Managed for baiyue-logistics-chat-gray'; then
   echo 'The proxy file is not owned by this application.' >&2
   exit 2
@@ -53,6 +56,13 @@ for candidate in "$CHAT_PROXY_DIR/"*.conf; do
     exit 2
   fi
 done
+# The Nginx config directory may be root-only (for example BaoTa). Keep this
+# application's password hash in a separate worker-readable owned directory.
+if [[ -e "$CHAT_AUTH_DIR" ]]; then
+  [[ -f "$CHAT_AUTH_DIR/.project" && "$(cat "$CHAT_AUTH_DIR/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+fi
+install -d -m 755 "$CHAT_AUTH_DIR"
+printf 'baiyue-logistics-chat-gray\n' > "$CHAT_AUTH_DIR/.project"
 previous=''
 if [[ -f "$root/current-release" ]]; then
   previous=$(cat "$root/current-release")
@@ -68,6 +78,8 @@ proxy_changed=0
 rollback() {
   result=$?
   trap - ERR
+  # ERR is inherited by command substitutions; only the parent may roll back.
+  if ((BASH_SUBSHELL)); then exit "$result"; fi
   set +e
   if ((proxy_changed)); then
     if [[ -f "$release/previous-site.conf" ]]; then cp -p "$release/previous-site.conf" "$site"; else rm -f -- "$site"; fi
@@ -99,10 +111,30 @@ install -m 644 "$release/site.htpasswd" "$auth"
 install -m 644 "$release/site.conf" "$site"
 nginx -t
 nginx -s reload
-for path in / /api/export_chat /api/get_history; do
-  code=$(curl --silent --show-error --resolve "$CHAT_DOMAIN:443:127.0.0.1" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN$path")
-  [[ "$code" == 401 ]] || { echo 'Gray access protection verification failed.' >&2; false; }
+for check in /:200 /admin/dashboard:401 /api/export_chat:401 /api/get_history:401 /api/human/queue:401; do
+  path=${check%:*}
+  expected=${check##*:}
+  code=''
+  # A successful reload signal precedes the new workers accepting connections.
+  for attempt in {1..10}; do
+    if code=$(curl --silent --connect-timeout 3 --max-time 8 --resolve "$CHAT_DOMAIN:443:127.0.0.1" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN$path"); then
+      [[ "$code" != "$expected" ]] || break
+    fi
+    sleep 1
+  done
+  [[ "$code" == "$expected" ]] || { echo 'Guest/staff access verification failed.' >&2; false; }
 done
+visitor_cookie=$(mktemp "$release/.visitor-smoke.XXXXXX")
+trap 'rm -f -- "$visitor_cookie"' EXIT
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -c "$visitor_cookie" -o /dev/null -w '%{http_code}' -H 'Content-Type: application/json' \
+  -d '{}' "https://$CHAT_DOMAIN/api/visitor/session")
+[[ "$code" == 200 ]] || { echo 'Guest session bootstrap verification failed.' >&2; false; }
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -b "$visitor_cookie" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN/api/get_history")
+[[ "$code" == 200 ]] || { echo 'Guest history verification failed.' >&2; false; }
+rm -f -- "$visitor_cookie"
+trap - EXIT
 printf '%s\n' "$release" > "$root/.current-release.new"
 mv -f "$root/.current-release.new" "$root/current-release"
 trap - ERR

deploy/compose.gray.yml

@@ -6,6 +6,8 @@ services:
     pull_policy: never
     restart: unless-stopped
     init: true
+    environment:
+      TZ: Asia/Shanghai
     ports:
       - "127.0.0.1:${HOST_PORT:?HOST_PORT is required}:5000"
     env_file:

deploy/gray_config.py

@@ -29,6 +29,7 @@ class GrayConfig:
     image: str
     image_id: str
     certbot_image_id: str
+    auth_dir: str = '/var/lib/baiyue-logistics-chat-gray-proxy'
 
     @classmethod
     def from_environment(cls, environment):
@@ -70,11 +71,12 @@ class GrayConfig:
             'CHAT_RUNTIME_ENV': self.release + '/runtime.env',
             'CHAT_DOMAIN': self.domain, 'CHAT_PROXY_DIR': self.proxy_dir,
             'CHAT_TLS_CERT': self.certificate, 'CHAT_TLS_KEY': self.private_key,
+            'CHAT_AUTH_DIR': self.auth_dir,
         }
         return ''.join(f'{key}={value}\n' for key, value in fields.items())
 
     def nginx_config(self):
-        return f'''# Managed for baiyue-logistics-chat-gray; all application routes require authentication.
+        return f'''# Managed for baiyue-logistics-chat-gray; guest chat is public and staff routes require authentication.
 server {{
     listen 80;
     server_name {self.domain};
@@ -91,35 +93,67 @@ server {{
     ssl_certificate_key {self.private_key};
     ssl_protocols TLSv1.2 TLSv1.3;
     auth_basic "Baiyue gray acceptance";
-    auth_basic_user_file {self.proxy_dir}/.baiyue-logistics-chat.htpasswd;
+    auth_basic_user_file {self.auth_dir}/access.htpasswd;
     client_max_body_size 12m;
+    proxy_http_version 1.1;
+    proxy_set_header Connection "";
+    proxy_set_header Host $host;
+    proxy_set_header X-Real-IP $remote_addr;
+    proxy_set_header X-Forwarded-For $remote_addr;
+    proxy_set_header X-Forwarded-Proto $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
+    location = / {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /static/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /uploads/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout|orders(?:/[0-9]+)?)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
     location / {{
         proxy_pass http://127.0.0.1:{self.port};
-        proxy_http_version 1.1;
-        proxy_set_header Connection "";
-        proxy_set_header Host $host;
-        proxy_set_header X-Real-IP $remote_addr;
-        proxy_set_header X-Forwarded-For $remote_addr;
-        proxy_set_header X-Forwarded-Proto $scheme;
-        proxy_set_header Authorization "";
-        proxy_buffering off;
-        proxy_cache off;
-        gzip off;
-        proxy_read_timeout 300s;
-        proxy_send_timeout 300s;
     }}
 }}
 '''
 
 
-def write_release(directory, config, key):
-    if not key.strip() or any(character in key for character in ('\r', '\n', '\x00')):
-        raise ValueError('The model credential must be a nonempty single line')
+def runtime_environment(key, speech=None):
+    fields = {'DEEPSEEK_API_KEY': key}
+    speech = speech or {}
+    provider = (speech.get('ASR_PROVIDER') or '').strip()
+    if provider:
+        if provider != 'baidu':
+            raise ValueError('Gray speech provider must be baidu or disabled')
+        fields.update(ASR_PROVIDER=provider,
+                      BAIDU_ASR_API_KEY=speech.get('BAIDU_ASR_API_KEY', ''),
+                      BAIDU_ASR_SECRET_KEY=speech.get('BAIDU_ASR_SECRET_KEY', ''))
+    for value in fields.values():
+        if not isinstance(value, str) or not value.strip() or any(c in value for c in ('\r', '\n', '\x00')):
+            raise ValueError('Runtime credentials must be nonempty single lines')
+    def literal(value):
+        return "'" + value.strip().replace('\\', '\\\\').replace("'", "\\'") + "'"
+    return ''.join(name + '=' + literal(value) + '\n' for name, value in fields.items())
+
+
+def write_release(directory, config, key, speech=None):
+    runtime = runtime_environment(key, speech)
     directory.mkdir(parents=True, exist_ok=False)
     (directory / 'release.env').write_text(config.release_environment(), encoding='utf-8')
     (directory / 'site.conf').write_text(config.nginx_config(), encoding='utf-8')
-    escaped = key.strip().replace('\\', '\\\\').replace("'", "\\'")
-    (directory / 'runtime.env').write_text("DEEPSEEK_API_KEY='" + escaped + "'\n", encoding='utf-8')
+    (directory / 'runtime.env').write_text(runtime, encoding='utf-8')
     (directory / 'runtime.env').chmod(0o600)
     source = Path(__file__).resolve().parent
     shutil.copyfile(source / 'compose.gray.yml', directory / 'compose.yml')
@@ -134,7 +168,7 @@ def main():
     args = parser.parse_args()
     try:
         config = GrayConfig.from_environment(os.environ)
-        write_release(args.directory, config, os.environ['DEEPSEEK_API_KEY'])
+        write_release(args.directory, config, os.environ['DEEPSEEK_API_KEY'], os.environ)
     except (KeyError, ValueError) as error:
         parser.exit(2, 'Gray release configuration is incomplete or invalid.\n')
 

deploy/import-gray-order-samples.sh

@@ -0,0 +1,57 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+umask 077
+
+: "${ORDER_SNAPSHOT_FILE:?}" "${TRACKING_SNAPSHOT_FILE:?}"
+: "${TARGET_SSH_KEY:?}" "${TARGET_SSH_USER:?}" "${TARGET_SSH_HOST:?}" "${TARGET_SSH_KNOWN_HOSTS:?}"
+: "${GRAY_DEPLOY_DIR:?}" "${SOURCE_COMMIT:?}" "${BUILD_NUMBER:?}"
+[[ "$TARGET_SSH_USER" =~ ^[A-Za-z0-9_.-]+$ && "$TARGET_SSH_HOST" =~ ^[A-Za-z0-9.-]+$ ]] || exit 2
+[[ "$SOURCE_COMMIT" =~ ^[a-f0-9]{40}$ && "$BUILD_NUMBER" =~ ^[1-9][0-9]*$ ]] || exit 2
+root=$GRAY_DEPLOY_DIR
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+release_id="${SOURCE_COMMIT:0:12}-b$BUILD_NUMBER"
+release="$root/releases/$release_id"
+order_sha=$(sha256sum "$ORDER_SNAPSHOT_FILE" | awk '{print $1}')
+tracking_sha=$(sha256sum "$TRACKING_SNAPSHOT_FILE" | awk '{print $1}')
+ssh_options=(-i "$TARGET_SSH_KEY" -o BatchMode=yes -o StrictHostKeyChecking=yes
+  -o "UserKnownHostsFile=$TARGET_SSH_KNOWN_HOSTS" -o ConnectTimeout=12)
+target="$TARGET_SSH_USER@$TARGET_SSH_HOST"
+
+# Names are fixed; credentials and snapshot contents never enter the shell log.
+scp "${ssh_options[@]}" "$ORDER_SNAPSHOT_FILE" "$target:$release/order-input.json"
+scp "${ssh_options[@]}" "$TRACKING_SNAPSHOT_FILE" "$target:$release/tracking-input.json"
+ssh "${ssh_options[@]}" "$target" bash -s -- "$root" "$release_id" "$SOURCE_COMMIT" "$order_sha" "$tracking_sha" <<'IMPORT'
+set -Eeuo pipefail
+umask 077
+root=$1
+release_id=$2
+source_commit=$3
+order_sha=$4
+tracking_sha=$5
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release_id" =~ ^[a-f0-9]{12}-b[0-9]+$ && "$source_commit" =~ ^[a-f0-9]{40}$ ]] || exit 2
+[[ "$order_sha" =~ ^[a-f0-9]{64}$ && "$tracking_sha" =~ ^[a-f0-9]{64}$ ]] || exit 2
+release="$root/releases/$release_id"
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray && "$(cat "$root/current-release")" == "$release" ]] || exit 2
+container=baiyue-logistics-chat-gray
+[[ "$(docker inspect --format '{{index .Config.Labels "com.docker.compose.project"}}' "$container")" == baiyue-logistics-chat-gray ]] || exit 2
+[[ "$(docker inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$container")" == "$source_commit" ]] || exit 2
+printf '%s  %s\n' "$order_sha" "$release/order-input.json" "$tracking_sha" "$release/tracking-input.json" | sha256sum --check --status
+input="$root/data/imports/$release_id"
+[[ ! -e "$input" ]] || { echo 'Existing import input requires inspection.' >&2; exit 2; }
+cleanup() {
+  rm -f -- "$input/orders.json" "$input/tracking.json" "$release/order-input.json" "$release/tracking-input.json"
+  rmdir -- "$input" 2>/dev/null || true
+}
+trap cleanup EXIT
+install -d -m 700 -o 10001 -g 10001 "$root/data/imports" "$input"
+install -m 600 -o 10001 -g 10001 "$release/order-input.json" "$input/orders.json"
+install -m 600 -o 10001 -g 10001 "$release/tracking-input.json" "$input/tracking.json"
+docker exec "$container" python -c 'import pathlib,sqlite3,sys; p=pathlib.Path("/var/lib/baiyue-logistics-chat/backups")/("pre-order-import-"+sys.argv[1]+".db"); assert not p.exists(); source=sqlite3.connect("/var/lib/baiyue-logistics-chat/history.db"); target=sqlite3.connect(str(p)); source.backup(target); target.close(); source.close(); print("Chat SQLite backup completed before sample import.")' "$release_id"
+docker exec "$container" python scripts/import_order_test_data.py \
+  --db /var/lib/baiyue-logistics-chat/history.db --snapshot "/var/lib/baiyue-logistics-chat/imports/$release_id/orders.json"
+docker exec "$container" python scripts/import_order_test_data.py \
+  --db /var/lib/baiyue-logistics-chat/history.db --snapshot "/var/lib/baiyue-logistics-chat/imports/$release_id/tracking.json" --tracking-only
+echo 'Private snapshots imported with existing order fields and nonempty tracking preserved.'
+IMPORT

deploy/nginx.conf.example

@@ -24,28 +24,32 @@ server {
     ssl_certificate_key /etc/letsencrypt/live/chat.example.com/privkey.pem;
     ssl_protocols TLSv1.2 TLSv1.3;
 
-    # Guard all pages, API routes, attachments and history/export operations.
+    # Staff and unknown routes remain protected; guest APIs check their own visitor owner.
     auth_basic "Baiyue private acceptance";
     auth_basic_user_file /etc/nginx/.baiyue-preview.htpasswd;
 
     # Allow multipart overhead around the application's 10 MiB file limit.
     client_max_body_size 12m;
 
-    location / {
-        proxy_pass http://127.0.0.1:5000;
-        proxy_http_version 1.1;
-        proxy_set_header Connection "";
-        proxy_set_header Host $host;
-        proxy_set_header X-Real-IP $remote_addr;
-        proxy_set_header X-Forwarded-For $remote_addr;
-        proxy_set_header X-Forwarded-Proto $scheme;
-        proxy_set_header Authorization "";
+    proxy_http_version 1.1;
+    proxy_set_header Connection "";
+    proxy_set_header Host $host;
+    proxy_set_header X-Real-IP $remote_addr;
+    proxy_set_header X-Forwarded-For $remote_addr;
+    proxy_set_header X-Forwarded-Proto $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
 
-        # SSE must reach the browser as chunks arrive.
-        proxy_buffering off;
-        proxy_cache off;
-        gzip off;
-        proxy_read_timeout 300s;
-        proxy_send_timeout 300s;
+    location = / { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ^~ /static/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ^~ /uploads/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout|orders(?:/[0-9]+)?)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {
+        auth_basic off;
+        proxy_pass http://127.0.0.1:5000;
     }
+    location / { proxy_pass http://127.0.0.1:5000; }
 }

deploy/prepare-gray-tls.sh

@@ -18,7 +18,9 @@ done < "$release/release.env"
 [[ "$CHAT_TLS_CERT" == "$root/tls/config/live/$CHAT_DOMAIN/fullchain.pem" ]] || exit 2
 [[ "$CHAT_TLS_KEY" == "$root/tls/config/live/$CHAT_DOMAIN/privkey.pem" ]] || exit 2
 [[ "$CHAT_CERTBOT_IMAGE" =~ ^baiyue-logistics-chat-certbot:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
-[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_CERTBOT_IMAGE")" == "$CHAT_CERTBOT_IMAGE_ID" ]] || exit 2
+loaded_id=$(awk -F= '$1 == "CERTBOT_IMAGE_ID" {print $2}' "$release/loaded-image-ids.env")
+[[ "$loaded_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_CERTBOT_IMAGE")" == "$loaded_id" ]] || { echo 'Loaded certificate image changed.' >&2; exit 2; }
 [[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$CHAT_CERTBOT_IMAGE")" == "$SOURCE_COMMIT" ]] || exit 2
 
 site="$CHAT_PROXY_DIR/baiyue-logistics-chat-gray.conf"

deploy/publish-gray.sh

@@ -40,7 +40,7 @@ release=$2
 [[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
 [[ "$release" == "$root"/releases/* ]] || exit 2
 [[ "$(id -u)" == 0 ]] || { echo 'The managed gray deployment account must have the required host permissions.' >&2; exit 2; }
-for program in docker nginx openssl curl ss systemctl; do command -v "$program" >/dev/null; done
+for program in docker nginx openssl curl ss systemctl sha256sum; do command -v "$program" >/dev/null; done
 if [[ -e "$root" && ! -f "$root/.project" ]] && [[ -n "$(find "$root" -mindepth 1 -maxdepth 1 -print -quit)" ]]; then
   echo 'Refusing to reuse an unowned deployment directory.' >&2
   exit 2
@@ -55,8 +55,38 @@ chown 10001:10001 "$root/data" "$root/logs"
 install -d -m 700 "$release"
 PREPARE
 
-# Transport only tested images built without runtime credentials.
-docker save "$CHAT_IMAGE" "$CERTBOT_IMAGE" | gzip | run_ssh "bash -o pipefail -c 'gzip -dc | docker load'"
+# Verify the exact exported archive before loading. Classic and containerd image
+# stores can report different IDs for the same archive, so retain target IDs too.
+docker save "$CHAT_IMAGE" "$CERTBOT_IMAGE" | gzip > "$temporary/images.tar.gz"
+archive_sha=$(sha256sum "$temporary/images.tar.gz" | awk '{print $1}')
+scp "${ssh_options[@]}" "$temporary/images.tar.gz" "$target:$release/images.tar.gz"
+run_ssh bash -s -- "$root" "$release" "$archive_sha" "$CHAT_IMAGE" "$CERTBOT_IMAGE" "$SOURCE_COMMIT" <<'LOAD'
+set -Eeuo pipefail
+umask 077
+root=$1
+release=$2
+checksum=$3
+app_image=$4
+certbot_image=$5
+source_commit=$6
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release" == "$root"/releases/* && "$release" != *..* ]] || exit 2
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+[[ "$checksum" =~ ^[a-f0-9]{64}$ && "$source_commit" =~ ^[a-f0-9]{40}$ ]] || exit 2
+[[ "$app_image" =~ ^baiyue-logistics-chat-gray:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+[[ "$certbot_image" =~ ^baiyue-logistics-chat-certbot:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+printf '%s  %s\n' "$checksum" "$release/images.tar.gz" | sha256sum --check --status
+gzip -dc "$release/images.tar.gz" | docker load
+for image in "$app_image" "$certbot_image"; do
+  [[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$image")" == "$source_commit" ]] || exit 2
+done
+app_id=$(docker image inspect --format '{{.Id}}' "$app_image")
+certbot_id=$(docker image inspect --format '{{.Id}}' "$certbot_image")
+[[ "$app_id" =~ ^sha256:[a-f0-9]{64}$ && "$certbot_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+printf 'ARCHIVE_SHA256=%s\nCHAT_IMAGE_ID=%s\nCERTBOT_IMAGE_ID=%s\n' "$checksum" "$app_id" "$certbot_id" > "$release/loaded-image-ids.env"
+rm -f -- "$release/images.tar.gz"
+echo 'Image archive checksum and source labels verified; target image IDs recorded.'
+LOAD
 scp "${ssh_options[@]}" "$temporary/release/"* "$target:$release/"
 run_ssh bash "$release/prepare-tls.sh" "$root" "$release"
 run_ssh bash "$release/activate.sh" "$root" "$release"

docs/architecture.md

@@ -23,16 +23,20 @@ PowerShell 下把目录和 `-g '*.py'` 分开传给 `rg`。报价字典可能整
 | Jenkins 灰度部署 | `Jenkinsfile`、`Dockerfile`；`deploy/gray_config.py`：`GrayConfig`；`publish-gray.sh`、`activate-gray.sh`、`prepare-gray-tls.sh`、`renew-gray-tls.sh` | [部署指南](deployment.md)；独立持久化数据、证书和回环端口；`wsgi.py` 提供容器内路径 |
 | 请求钩子 | `logistics_chat/hooks.py`：`rate_limit`、`no_cache_html` | 工厂注册钩子；限流状态在 `app.extensions['rate_hits']` |
 | SQLite 与维护 | `logistics_chat/db.py`：`connect`、`close_connections`、`init_db`、`backup_db`、`save_message`、`last_user_question`、`load_context` | 维护 CLI 在 `scripts/`；旧会话自动清理仍未启用 |
+| 版本、备份、恢复 | `logistics_chat/db.py`：`SCHEMA_VERSION`、`MIGRATIONS`；`database_backup.py`：`snapshot_database`、`daily_backup`、`restore_database`、`DailyBackupWorker` | `scripts/db_maintenance.py`；[数据库维护](database-maintenance.md)；启动先快照再事务迁移，测试不启动后台线程 |
 | 历史接口 | `logistics_chat/history_service.py`：`new_chat`、`get_history`、`get_messages`、`del_history`、`clear_all`；对应 `routes/history.py` | `static/js/chat.js`：`ensureConv`、`loadHistory`、`openConversation` |
 | 知识检索 | `logistics_chat/knowledge.py`：`knowledge_list`、`search_knowledge` | [knowledge.md](knowledge.md) 与代码同步，程序不读取该文档 |
 | 运费与附加费 | `logistics_chat/pricing.py`：`RATES`、`parse_shipping_intent`、`dims_to_cm`、`pick_rate`、`calc_freight`、`freight_reply`、`calc_warehouse_card`、`detect_surcharge`、`check_island` | `logistics_chat/rates_extra.py` 为唯一扩展数据源，根目录同名文件仅兼容转发 |
-| 运单轨迹 | `logistics_chat/tracking.py`：`extract_tracking_no`、`build_track`、`CARD_PREFIX`、`card_to_text` | `static/js/chat.js`：`fillTrackCard`、`addTrackCard`；模拟节点时间取当前时刻，回归对照需固定时钟 |
+| 卡片协议 | `logistics_chat/tracking.py`：`CARD_PREFIX`、`card_to_text`；旧 `extract_tracking_no`、`build_track` 仅兼容旧导入 | `static/js/chat.js`：`fillTrackCard`、`addTrackCard`；新订单卡片由 `order_data.py` 提供，历史卡片保留兼容渲染 |
+| 订单测试表 | `logistics_chat/order_data.py`：`init_order_table`、`import_records`、`lookup_order`、`answer_query` | SQLite `order_test_data` 为可编辑快照；按订单号、入仓码、Shipment ID 精确查表。将来 MCP 在取数层替换 `lookup_order`，不让模型拼 SQL |
 | AI 与 SSE | `logistics_chat/chat_service.py`：`create_chat_stream`、`sse`；`ai_client.py`：`post_completion`、`compress_answer`、`gen_followups` | `routes/chat.py`：`stream_chat`；客户端 `doSend`、`renderError`、`renderFollowups` |
-| 人工会话 | `logistics_chat/human_service.py`：`human_*`；对应 `routes/human.py` | 输入状态在 `app.extensions['human_typing']`；客户 `startHumanPoll`；客服 `loadQueue`、`poll`、`sendReply` |
+| 人工会话 | `logistics_chat/human_service.py`：`human_*`（含转接、备注、撤回）；对应 `routes/human.py` | 输入状态在 `app.extensions['human_typing']`；客户 `startHumanPoll`；客服 `loadQueue`、`poll`、`sendReply`；人工申请每天 8:00–22:00 |
 | 附件 | `logistics_chat/file_service.py`：`upload_file`、`cleanup_uploads`；`routes/files.py`：`uploaded_file` | 扩展名/大小/目录由配置提供；客户端 `addMsg`，客服端 `appendMsg` |
 | 登录、统计、订单、留言、导出 | `logistics_chat/business_service.py`：`admin_login`、`admin_stats`、`my_orders`、`add_ticket`、`list_tickets`、`export_chat` | `routes/admin.py`、`routes/business.py`；登录页 `static/js/admin_login.js` |
-| 页面 | `templates/index.html`、`templates/admin.html`、`templates/admin_login.html` | 先加载共享 `static/css/theme.css`，再加载对应 `chat`、`admin`、`admin_login` 的 CSS/JS；保留全局事件入口 |
-| 回归 | `tests/test_rules.py`、`test_storage.py`、`test_api.py`、`test_config.py`、`test_deployment.py`、`test_gray_config.py`、`test_gray_activation.py`、`test_startup.py`、`test_maintenance_scripts.py`、`test_frontend.py`；`tests/frontend/admin.test.cjs` | Linux 回退模拟基础设施、实际操作临时文件；模型、数据库及上传隔离；Node 验证异步交互 |
+| 离线留言处理 | `logistics_chat/ticket_service.py`：`init_ticket_tables`、`init_ticket_history`、`get_ticket`、`list_tickets`、`claim_ticket`、`update_ticket`、`ticket_events` | `routes/business.py`；`static/js/admin_tickets.js`：`AdminTickets.create`；`tickets` 负责人、乐观锁与领取计时，`ticket_events` 同事务处理记录，迁移版本 3 |
+| 客服登录会话 | `logistics_chat/staff_service.py`：`login`、`logout`、`attach_staff`、`PUBLIC_ENDPOINTS` | `staff_sessions` 只存凭证摘要；24 小时绝对有效期，密码指纹校验；工厂最先注册默认拒绝鉴权；`admin.js` 携带 CSRF、401 停止轮询并跳转 |
+| 页面 | `templates/index.html`、`templates/admin.html`、`templates/admin_login.html` | 先加载共享 `static/css/theme.css`；客户与客服脚本先加载 `support.js`（表情、通知、评价）；客服再加载 `admin_tools.js`（备注、转接、历史搜索），最后加载 `admin.js`；保留全局事件入口 |
+| 回归 | `tests/test_rules.py`、`test_storage.py`、`test_api.py`、`test_dev_integration.py`、`test_config.py`、`test_deployment.py`、`test_gray_config.py`、`test_gray_activation.py`、`test_startup.py`、`test_maintenance_scripts.py`、`test_frontend.py`；`tests/frontend/admin.test.cjs`、`chat.test.cjs` | Linux 回退模拟基础设施、实际操作临时文件；模型、数据库及上传隔离；Node 验证草稿、异步切换、转接、撤回及评价；浏览器使用临时测试库 |
 
 除标明的根目录文件外，表内缩写的 Python 文件均相对 `logistics_chat/`。
 
@@ -49,11 +53,12 @@ logistics_chat/
 ├── pricing.py                # 运费规则、解析、换算、附加费说明
 ├── rates_extra.py            # 扩展报价数据
 ├── tracking.py               # 单号识别、模拟轨迹、卡片协议
+├── order_data.py             # 可编辑订单测试表、精确查询、快照导入与卡片事实
 ├── ai_client.py              # 模型 HTTP、压缩与追问
 ├── chat_service.py           # 问答编排与 SSE 帧
 ├── history_service.py        # 历史会话 CRUD
 ├── human_service.py          # 人工状态与消息
-├── business_service.py       # 反馈、统计、登录、订单、留言、CSV
+├── business_service.py       # 反馈、评价、统计、登录、订单、留言、历史搜索、Excel/CSV
 ├── file_service.py           # 附件校验、保存、清理
 ├── hooks.py                  # 限流及 HTML/SSE 缓存头
 ├── runtime.py                # Waitress / Flask 启动
@@ -85,8 +90,19 @@ tests/                        # 按业务模块组织的回归
 - 限流、输入状态由应用实例持有，不能每请求重置或跨测试应用共享。维护 CLI 和纯规则可用标准库加载，包入口延迟导入 Web 依赖。
 - 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。
+- 客户界面不附加测试/演示声明、底部免责声明、键盘说明、快捷入口副标题或附件准备说明；草稿恢复和发送成功静默处理。加载、录音、人工排队状态及操作失败反馈保留，权限校验继续由服务端执行。
+- 客户查货以入仓码为主要入口，输入占位、快捷入口与查询追问均优先使用入仓码；订单卡片从 `fields.inbound` 取得主显示号码，内部订单号放在展开详情。`card.no` 仍保存内部订单号以兼容历史协议和上下文关联；未提供入仓码时保留准确的订单号标签，不生成替代入仓码。
+- 登录后由 `customer_orders.js` 自动展开只读“我的订单”面板，不切换聊天或改写草稿。`GET /api/customer/orders` 按 ID 倒序每页 20 条，以 `before` 游标继续；同时返回同一数据库快照下的全量授权范围 `summary`，不受分页或 `status` 筛选影响。状态分组为 `pending`（草稿、已提交、审核通过、已接单）、`processing`（履约中）、`completed`（头程订单已完成）、`cancelled`（已取消）与 `other`（驳回及未识别状态），`all` 查看全部；履约状态不推断实际运输状态。页面标题显示真实总数，列表另标已加载数量，点击概况重置游标并在服务端筛选。`GET /api/customer/orders/<id>` 返回精确订单的现有轨迹卡片。两者只使用服务端客户授权租户与配置范围的交集，不接受客户端租户声明；列表仅返回白名单摘要，详情不含内部备注。页面重新可见或窗口重新获得焦点时，先验证客户登录，再自动刷新当前状态筛选的第一页与全量概况；同次唤醒事件合并，已有订单请求进行中时不重复刷新。自动刷新保持面板展开状态、轨迹详情及聊天草稿，失败保留原列表并提供重试；退出/401 清空面板及概况，异步结果受请求版本约束；Nginx 与 Flask 的公开路由白名单仅开放这两个客户鉴权入口，旧 `/api/my_orders` 继续受后台保护。
+- 客户订单错误按网络失败、10 秒本地超时/408/504、429 限流、5xx 服务异常及成功响应格式异常区分中英文提示。400/403/详情 404 不提供原请求重试，分别引导刷新、联系人工、返回订单列表；401 沿用清空数据并复核登录的流程。HTTP 状态优先于错误响应体，不直接显示服务端内部诊断；取消和迟到请求不得覆盖当前视图。
 - 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。
+- 客户文字草稿由 `drafts.js` 的 `ChatDrafts.create` 管理，脚本在 `visitor.js` 之后、`chat.js` 之前加载；localStorage 按访客 key 和会话分条存储，sessionStorage 仅记录当前标签页的活动会话。切换前同步保存，输入防抖及页面隐藏时保存；无持久存储时使用页面内存并提示。恢复历史的异步结果受会话版本约束，加载失败禁止继续发送，删除会话同步清除其草稿。草稿不含未发送附件，不跨设备同步。
+- 人工申请由服务端以 UTC+8 判断每日 08:00–22:00 营业状态，客户手机时区不参与判断。附件清理保留 `messages` 和 `human_messages` 引用的文件，仅删除超过 7 天的未引用临时文件；读取引用失败时停止清理。附件不存在或不属于当前游客均返回相同的私有、不可缓存 404 页面，破图在聊天中显示可读提示。
+- 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。
+- 人工排队接口按服务端北京时间计算 `waiting_minutes`，等候超过 5 分钟返回超时状态和超时分钟数。`loadQueue` 对每条会话仅在首次进入超时时通知一次，队列计数常驻标签，卡片标红；离开超时队列后清除去重状态。
+- 离线留言的 `admin_tickets.js` 在 `admin.js` 之前加载，由后者注入带超时、CSRF 和登录失效处理的请求函数。后台按当前登录账号领取，领取原子比较待处理状态；仅负责人可更新处理中留言，版本冲突返回 409，已完成只读。页面草稿按留言 ID 和原始版本保留，轮询不会隐式重置草稿版本；冲突须人工核对。客户提交接口不接受负责人或处理状态，不能访问后台处理接口。
+- 留言搜索由 `ticket_service.list_tickets(query=...)` 统一叠加状态及游标条件，LIKE 参数转义通配符；列表继续返回数组。`ticket_summary(after)` 单独提供不受筛选影响的总待处理数量与新增数量，使用状态索引和主键范围查询。`refreshSummary` 与列表轮询独立，不因查看旧页、搜索或写请求停止；首次结果作为提醒基线，之后只提醒超过已见编号的新记录。
+- 留言超时由服务端按待领取 30 分钟、领取后处理 20 分钟计算，备注修改不重置 `claimed_at`；列表 `overdue=1` 与全局 summary 使用一致截止时间，完成记录不计入。处理事件与操作同事务保存，只有后台可读，以事件 ID 分页；前端独立加载记录并隔离迟到响应。旧数据只保留升级状态，领取时间估算有显式标识。
 
 ## 后续结构调整顺序
 
@@ -101,13 +117,25 @@ tests/                        # 按业务模块组织的回归
 
 ## 必须保留的接口与数据约定
 
-- SSE 字段为 `t`、`e`、`card`、`replace`、`suggest`、`d`，保留流式输出、停止、异常及中断保存。
-- `chat_service.create_chat_stream` 在识别运单号时忽略 `[图片]/uploads/...` 和 `[文件]/uploads/...` 路径，避免附件文件名中的时间戳误触发查询；存储与请求仍保留原始附件标记和 URL。
-- 历史卡片以 `__CARD__{json}` 保存；原 SQLite 表、字段、角色值和历史记录继续可读。
-- 人工申请使用 `conv_id`，返回 `session_id`，后续用 `sid`。状态为 `waiting/active/closed`，消息方向为 `customer/agent`。
-- 计费档位、单位换算和舍入保持原样。`calc_freight.total` 仅含基础运费；附加费尚未统一并入。知识文档与 `knowledge_list` 同步维护。
+- SSE 字段为 `t`、`e`、`card`、`replace`、`suggest`、`d`；客户端兼容 LF/CRLF 和跨字节分段，收到 `d` 才算成功，意外 EOF 保留已收到正文并提供重试。上游缺少结束标记或因长度截断时保存中断状态；压缩、追问、流式 HTTP 响应都要关闭。首段等待 90 秒、整轮 120 秒；会话、历史及人工 JSON 请求 10 秒，上传 15 秒超时可恢复。
+- `chat_service.create_chat_stream` 的订单查询使用本地 `order_test_data`；忽略附件路径、重量、日期和三维尺寸，保留标识中的后缀，不再调用 `build_track` 生成模拟轨迹。旧模拟函数仅兼容旧导入，不进入聊天查询路径。未知单号、多条匹配和查表失败明确说明，禁止回退模型编造状态。
+- `CARD_PREFIX` 新增 `kind=order`：仅包含白名单概要、申报货物汇总和订单业务状态历史，不包含姓名、地址、内部备注或操作人。`order_tracking.py` 从 `order_test_data.tracking_json` 的已关联事实生成物流轨迹；存在有效事实时设置 `node_kind=logistics`，`nodes` 仅存实际节点，`estimated_nodes` 单独展示预计节点，`tracking_status` 只按实际节点序号推进。相同货柜/节点按最新观测修正时间，预计事实不覆盖实际事实；多柜独立展示。缺失的节点、地点和签收事实不得补造，提柜、还柜不等于签收。子单不继承父单重量或轨迹；COMPLETED 只表示头程订单完成。没有物流事实时继续展示业务状态历史。页面和模型上下文不附加测试副本声明或导入时间。订单及物流追问只在同一 `conv_id` 内复用最近单号，并重新查表取得修改后的值；新报价或其他话题不会沿用旧订单。
+- 订单表不提供管理页面或对外增删改接口；表数据在运行时 SQLite 内维护，导入脚本默认保留已有记录，只有显式 `--replace` 覆盖。匿名 HTTP 查单在读取订单前返回登录引导；`g.customer_tenant_id` 由可信客户认证适配器设置，不接受访客 key、请求参数或客户自报 Header。客户范围非空时必须传给 `lookup_order`，并与 `ORDER_DATA_TENANT_ID` 的额外限制取交集。源库连接凭据和快照在仓库外，业务库只读，不随服务查询访问源库。
+- 客户认证使用独立 `customer_users`、`customer_tenant_grants` 与 `customer_sessions` 表，由 `customer_service.attach_customer` 在访客恢复之后验证并设置 `g.customer`、单客户 `g.customer_tenant_id` 或多客户 `g.customer_tenant_ids`；只保存密码哈希与登录 token 哈希。默认账号首次关联当前本地订单的客户范围，之后不自动扩大，普通账号仍按明确关联过滤；`lookup_order` 的单客户参数及多客户白名单都与环境限制取交集。会话的 `customer_scope` 保存范围指纹。登录 Cookie 为 HttpOnly、SameSite=Lax，在 HTTPS 上为 Secure，绑定当前访客并在 8 小时后失效；退出、账号停用、密码或客户范围改变使旧会话失效。默认客户账号不赋予客服后台权限。
+- 匿名查单返回 SSE `login_required` 与正文，客户页提供登录按钮；`customer.js` 登录成功后仅在原会话版本未变化时继续原问题，保留期间输入的新草稿。侧栏可独立登录/退出，登录状态在窗口恢复焦点时刷新。首次返回订单卡片时，会话绑定客户 ID 和客户范围；历史、人工会话及后续生成同时校验访客、客户和范围。退出后清除当前可见订单内容，重新登录同一身份可恢复；匿名清空历史不删除被登录保护的会话。
+- 节点导出：`scripts/export_order_tracking.py --database-env <显式环境文件> --orders-snapshot <私有订单快照> --output <新私有节点快照>`。仅需离线导出时安装可选 `PyMySQL`；脚本开启源库只读事务，只查询快照订单直接关联的入库完成、已冻结装柜和标准船节点，按客户与源订单 ID 同时匹配。随后运行 `scripts/import_order_test_data.py --snapshot <节点快照> --db <运行数据库> --tracking-only`；只更新已有订单的 `tracking_json`，校验源 ID，不改订单字段，默认保留已有轨迹。`--replace` 才覆盖手工轨迹。快照不随 Git 发布；将来 MCP 接入仍返回同一事实结构，无需改变卡片协议。
+- 历史卡片以 `__CARD__{json}` 保存；原 SQLite 表、字段、角色值和历史记录继续可读。历史正文和卡片使用存库时间，卡片恢复复制操作。切换话题或历史时取消旧流和待上传附件；等待建会话期间的新草稿不能被旧发送清空。历史刷新失败保留已有列表；删除或清空成功后先同步本地列表，并使先前的刷新失效，刷新失败或迟到均不恢复已删除记录。删除会话同步移除其人工会话及消息，迟到的模型写入不能生成孤立消息。
+- 人工申请使用 `conv_id`，返回 `session_id`，后续用 `sid`。状态为 `waiting/active/closed`，消息方向为 `customer/agent/system`。转接将 active 改为 waiting，列表只允许主动接入。备注保存在 `human_sessions.note`；撤回将原客服消息改为系统提示并追加带 `recalled_id` 的系统事件，轮询按原消息编号更新，重复撤回不追加事件。
+- 客服后台 JSON 请求由 `adminRequest` 统一设置 10 秒超时，包含响应正文读取；完成或失败后清理计时器。轮询超时释放锁、显示连接中断提示，后续每秒轮询自动恢复；发送超时保留当前草稿并恢复按钮，不自动重发，需先确认聊天记录再手动重试。
+- 新建会话保存一条 assistant 欢迎语并返回 `welcome`，前端在首次用户消息之前显示。首次提问判定只统计 user 消息。服务评价用 `ratings` 保存，并汇总到管理统计。Excel 导出依赖 `openpyxl`，原 CSV 可用 `?format=csv` 访问。
+- 计费档位、单位换算和舍入保持原样。`shipping_intent_with_context` 用 `is_shipping_followup` 识别渠道、重量、尺寸、单独目的地回复及重试，保留报价条件；新订单、另外一票、理赔及新的完整问题形成回溯边界，不继承上一票尺寸。尺寸支持带小数和空格，换算单位后计价。中英混写的 UK/US 按 ASCII 边界识别；目的地未确认时先询问目的国家，不默认给出欧洲报价。英国使用英国渠道和默认比价组合。明确提到美国等未覆盖目的地时不套用欧洲费率，英国按方报价不套用欧洲仓价；指定国家或仓点没有匹配时 `calc_warehouse_card` 返回空。`calc_freight.total` 仅含基础运费；附加费尚未统一并入。知识文档与 `knowledge_list` 同步维护。
+- 聊天请求的会话编号仅接受 SQLite 整数范围内的 ASCII 十进制整数或空值；字符串转换前限制长度，非法 Unicode 数字和超长数字返回 SSE 输入错误，不进入模型调用。
 - 上传 URL 保留 `/uploads/`，默认 10MB，扩展名配置保持不变。原附件保留本地、继续忽略，目录迁移不另建一份数据。
-- 后台鉴权和会话隔离仍不完整，轨迹为模拟数据。Linux 公网验收用 Nginx 全站密码隔离访问，不代表已修复面向客户开放所需的应用权限。
+- 客户页 `attachments.js` 管理输入框粘贴文件、聊天区拖放和图片预览；文件仍经 `chat.js` 的 `uploadAttachment` 走原上传接口，上传后等待手动发送，一次只接收一个附件。普通文字粘贴不拦截，聊天区外拖入文件只阻止浏览器跳转。图片通过页面内 `dialog` 放大、缩小和适应窗口，保留附件原有访问权限；切换会话或退出客户账号时关闭预览。
+- 手机语音由 `voice.js` 管理按住、松开、上滑取消、60 秒上限及媒体轨道释放；切换会话、离开页面或权限/转写超时取消录音与待处理请求，迟到结果不能进入新会话，已有草稿不自动提交。`/api/speech/config` 仅返回可用性及限制，`/api/speech/transcribe` 有独立 5MB 请求限制并以 `MemoryAudioRequest` 将音频文件保持在内存中；音频不进入 uploads 或聊天历史。百度适配通过 FFmpeg 管道转换 16 kHz 单声道 PCM，校验真实解码长度后调用百度短语音识别，Token 按应用隔离缓存。可选 DashScope 适配和 DS 文字聊天凭据独立，密钥及上游原始错误不得返回客户端。识别结果走既有 AI/人工消息入口。H5 订单详情默认折叠；可视高度变化保持最新回复可见，阅读旧消息时不强制拉到底部。
+- `agents`、`orders`、`tickets` 在应用初始化时建空表；兼容已有独立 id 列的 agents 表，不预置账号或演示数据。
+- 游客由 `visitor.js` 用安全随机数生成本地 key，经 `/api/visitor/session` 换取 HttpOnly、SameSite Cookie，HTTPS 时设置 Secure；浏览器存储不可用时可用 Cookie 恢复。数据库 `chat_history.visitor_id` 仅存 key 的 SHA-256，历史增删查、SSE 上下文和 `visitor_uploads` 附件索引均按归属校验。旧数据归属为空时保留，不自动授予新访客。客户端公共人工接口为 `/api/visitor/human/{request,poll,send,close}`，校验会话归属、只接受 customer 消息并去掉内部备注；原 `/api/human/*` 留给受保护客服。客服附件用 `/api/staff/uploads/`，所有客户 JSON 与附件禁止共享缓存。
+- Nginx 默认保护客服及未知路径，只有客户首页、静态资源和明确的客户 API 白名单免代理密码。应用内 `staff_service.PUBLIC_ENDPOINTS` 按已注册端点列出公共入口，其余页面及接口统一校验独立客服会话；后台未登录时跳转 `/admin`，API 返回 401，写操作另校验 CSRF 与来源。`GET /api/admin/session` 返回当前客服和 CSRF 令牌，`POST /admin/logout` 撤销凭证；Cookie 为 HttpOnly、SameSite=Lax、HTTPS Secure，服务端及浏览器 Cookie 从登录起 24 小时有效，请求及重启不续期；升级时撤销没有签发时间的旧无限期凭证；退出、密码变化或删除账号使旧会话失效。上游仍只能绑定回环地址；客户登录与游客身份均不能升级为客服权限。
 
 ## 验证与维护
 

docs/database-maintenance.md

@@ -0,0 +1,40 @@
+# 数据库升级、备份与恢复
+
+普通启动会先在写锁保护下检查数据库版本。已有数据库先生成 `pre-migration-时间-随机值.db` 并执行 SQLite 完整性检查，再按 `MIGRATIONS` 的版本顺序升级；`schema_meta.schema_version` 记录成功版本。当前版本为 3；版本 2 为离线留言增加负责人、处理备注、更新时间、完成时间和并发版本号，版本 3 增加领取时间及处理记录表，既有留言和客服账号保留。旧留言只生成一条升级状态快照，不补造历史；原处理中留言以有效的最后更新时间估算领取时间并标记，无法估算时保留为空。保留既有旧表兼容检查，因此同版本启动也会先保存快照再校验表结构。更新和版本号提交位于同一事务，失败回滚并终止启动；备份失败不执行升级，未来版本的数据库拒绝降级。首次空库无需升级前快照。
+
+新增结构变更时，在 `logistics_chat/db.py` 增加顺序迁移函数并递增 `SCHEMA_VERSION`，加入 `MIGRATIONS`；迁移函数必须使用传入连接，不得自行提交、使用 `executescript` 隐式提交或执行外部副作用。补充旧库升级、失败回滚和重复启动测试。
+
+备份采用 SQLite 在线 backup API，可包含 WAL 中已提交的数据，先写同目录临时文件，完整性检查通过后才发布为正式文件；默认备份文件由临时文件继承私有权限。目标文件不得覆盖。普通每日备份命名 `history_YYYYMMDD.db`，同一天跨进程只保留一个经过校验的快照，保留含当天在内最近 7 个日期的每日备份。启动前 `pre-migration-时间-随机值.db` 快照按文件名中的创建时间只保留最近 5 份，每次成功生成并校验新快照后自动清理更早的同类文件；生成失败不清理，规则从下次启动起生效。`pre-restore-*`、`manual-*` 不自动删除，按需另行归档清理。
+
+启动成功后立即做当日备份；`AUTO_BACKUP_ENABLED=true`（默认）时启动独立后台线程，每分钟检查北京时间日期，跨日自动备份，失败写入应用日志并在下一分钟重试。不依赖网页访问，Windows、Linux 和 Docker 共用同一实现。应用停止期间后台任务不会运行，下次启动补做当日备份；如需脱离应用定时运行，可在系统任务计划中调用下方 `daily` 命令。测试模式不会启动后台线程。
+
+本机数据库为项目根目录 `history.db`，备份目录为 `backups/`。下面命令不初始化应用，不调用模型，也不创建丢失的源数据库。
+
+```powershell
+# 手动创建并校验一个快照
+.\.venv\Scripts\python.exe scripts/db_maintenance.py backup
+# 当日备份（可供系统定时任务调用）
+.\.venv\Scripts\python.exe scripts/db_maintenance.py daily
+# 列出备份，不输出客户内容
+.\.venv\Scripts\python.exe scripts/db_maintenance.py list
+# 校验当前数据库或指定备份
+.\.venv\Scripts\python.exe scripts/db_maintenance.py check
+.\.venv\Scripts\python.exe scripts/db_maintenance.py check --input "D:\1\wuliu_chat\backups\manual-实际文件名.db"
+```
+
+服务器需显式指定运行数据库路径，避免误用源码目录下的空库：
+
+```bash
+python scripts/db_maintenance.py --db /var/lib/baiyue-logistics-chat/history.db --backup-dir /var/lib/baiyue-logistics-chat/backups daily
+```
+
+恢复会将数据库回到备份时刻，之后新增的记录仅保留在恢复前安全快照。先停止应用、定时写入脚本和所有 SQLite 工具，再执行；`--service-stopped` 是操作者对停机状态的显式声明，程序不会自动停止未知进程。输入必须是配置备份目录内的 `.db` 文件，拒绝损坏文件和路径越界。存在 `-wal`、`-shm`、`-journal` 时拒绝恢复：关闭所有数据库使用者并正常 checkpoint 后重试，不要直接删除正在使用的边车文件。
+
+```powershell
+# 停止服务后，用 list 中的真实文件名替换占位名称
+.\.venv\Scripts\python.exe scripts/db_maintenance.py restore --input "D:\1\wuliu_chat\backups\manual-实际文件名.db" --service-stopped
+```
+
+恢复先生成并验证 `pre-restore-*` 当前库快照，然后暂存、校验目标备份，再原子替换数据库，最后手动重新启动项目。源备份不改变；当前库无法完成安全备份时拒绝覆盖。恢复旧版本后，正常启动会按版本规则升级。
+
+数据库备份包含账号、订单、聊天、留言等 SQLite 数据，**不包含 `uploads/` 附件及 `.env` 配置**。附件需要另行复制到私有备份位置；运行数据库、快照和配置不能提交 Git。文件系统需支持同目录硬链接及原子替换，本机 NTFS 和常用 Linux 文件系统支持；不支持时备份失败会明确报错，不继续升级。

docs/deployment-linux.md

@@ -2,9 +2,9 @@
 
 现行灰度环境使用 [Jenkins 部署流程](deployment.md)。本页保留独立主机的安装方法，不用于覆盖已有灰度服务。
 
-适用场景：Ubuntu / Debian、已有域名、仅自己验收。使用系统 Python 3.10+，无需前端构建或 GPU。入口为 HTTPS → Nginx 全站访问密码 → 本机 Waitress → Flask / SQLite。
+适用场景：Ubuntu / Debian、已有域名。使用系统 Python 3.10+，无需前端构建或 GPU。入口为 HTTPS → Nginx（客户白名单公开，客服及其他路径需密码）→ 本机 Waitress → Flask / SQLite。
 
-当前应用尚无完整登录会话、权限和会话数据隔离。验收期间必须保留全站访问密码，不能只保护 `/admin`，因为历史、导出和人工接口也能直接调用。此配置不代表已具备面向客户开放的权限体系。
+游客历史、人工会话和附件已按访客归属隔离；客户订单按登录账号关联范围校验，匿名不能查询真实订单。客服后台另有独立的应用登录会话，自登录成功起 24 小时有效，访问后台和重启服务不延长期限，写请求校验 CSRF；退出或改密后旧凭证失效。必须继续沿用示例中的精确公开白名单，保护其余全部路径，包括客服、搜索、导出和原人工接口，不能只保护 `/admin`。上游端口不可对公网开放。
 
 ## 1. 域名与网络
 
@@ -68,7 +68,7 @@ systemd 自动创建并授权以下目录，重启与更新源码不会替换其
 | 应用日志 | `/var/log/baiyue-logistics-chat/app.log` |
 | 密钥配置 | `/opt/baiyue-logistics-chat/.env` |
 
-首次启动创建八张业务表，不插入演示数据、默认客服账号或密码。已有表和记录保持兼容。应用当前仍会在启动时清理超过 7 天的上传文件，并执行启动备份；启动备份不能替代定时备份。
+首次启动创建所需业务表，已有表和记录保持兼容。已有数据库升级前生成校验快照并记录版本，失败回滚且不启动。启动执行当日备份，运行期间默认每分钟检查北京时间跨日并做每日备份；数据库恢复及服务器路径参数见 [数据库维护](database-maintenance.md)。附件清理只删除未被聊天引用的过期临时文件；附件及配置需另行备份。
 
 ## 5. 申请 HTTPS 证书
 
@@ -117,7 +117,7 @@ curl -u preview -I https://chat.example.com/
 
 - 客户页：`https://chat.example.com/`，发送消息检查 DS 实际回复及流式显示。
 - 验收工作台：`https://chat.example.com/admin/dashboard`，从客户页申请人工，再检查接待和双向消息。
-- 当前未预置应用内客服登录账号；Nginx 的 `preview` 是整站验收密码，不是 `/admin` 页里的客服账号。
+- 当前未预置应用内客服登录账号；Nginx 的 `preview` 是客服及受保护接口的访问账号，不是 `/admin` 页里的客服账号，客户首页无需此账号。
 
 安装证书续期后的 Nginx 重载钩子，并检查续期定时器：
 
@@ -151,4 +151,4 @@ sudo nginx -t
 
 ## 参考
 
-工厂调用与监听参数依据 [Waitress 官方文档](https://docs.pylonsproject.org/projects/waitress/en/stable/runner.html)。流式转发配置依据 [Nginx 代理模块](https://nginx.org/en/docs/http/ngx_http_proxy_module.html#proxy_buffering)，全站密码依据 [Nginx Basic Auth 模块](https://nginx.org/en/docs/http/ngx_http_auth_basic_module.html)。证书和续期使用 [Certbot webroot](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)；服务目录与只读保护依据 [systemd.exec](https://www.freedesktop.org/software/systemd/man/latest/systemd.exec.html)。
+工厂调用与监听参数依据 [Waitress 官方文档](https://docs.pylonsproject.org/projects/waitress/en/stable/runner.html)。流式转发配置依据 [Nginx 代理模块](https://nginx.org/en/docs/http/ngx_http_proxy_module.html#proxy_buffering)，客服后台密码依据 [Nginx Basic Auth 模块](https://nginx.org/en/docs/http/ngx_http_auth_basic_module.html)。证书和续期使用 [Certbot webroot](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)；服务目录与只读保护依据 [systemd.exec](https://www.freedesktop.org/software/systemd/man/latest/systemd.exec.html)。

docs/deployment.md

@@ -1,8 +1,10 @@
 # Jenkins 灰度部署
 
-现有灰度环境使用 `Jenkinsfile`、`Dockerfile` 和 `deploy/` 发布独立物流聊天服务。流水线构建并测试镜像，通过严格校验主机指纹的 SSH 发送到专用 Docker Compose 服务，Nginx 提供 HTTPS 和全站访问密码。
+现有灰度环境使用 `Jenkinsfile`、`Dockerfile` 和 `deploy/` 发布独立物流聊天服务。流水线构建并测试镜像，通过严格校验主机指纹的 SSH 发送到专用 Docker Compose 服务，Nginx 提供 HTTPS；客户聊天免登录，客服和其他非白名单路径使用访问密码。
 
-应用使用单个 Waitress 进程、8 个线程和 UID 10001，宿主机端口仅绑定回环地址。运行密钥、聊天数据、附件和证书不进入镜像。后台鉴权与会话隔离仍不完整，灰度验收须保留全站密码；此流程不代表已具备面向多个客户开放的权限体系。
+应用使用单个 Waitress 进程、8 个线程和 UID 10001，宿主机端口仅绑定回环地址。运行密钥、聊天数据、附件和证书不进入镜像。游客历史和附件在应用内按归属隔离；客服采用应用内 24 小时会话鉴权，并保留 Nginx 密码保护，不能裸露上游端口。客户订单访问按服务端客户登录及关联范围校验，匿名查单不会读取订单数据。
+
+容器时区设为 `Asia/Shanghai`，营业时间与聊天时间按中国时间计算。
 
 ## Jenkins 任务
 
@@ -17,6 +19,7 @@
 | `ENVIRONMENT` | 单选 `gray`，流水线拒绝其他值 |
 | `SOURCE_REF` | 本次发布的不可变标签或提交，也可明确选择开发分支 |
 | `PYTHON_BASE_IMAGE` | 已验证的官方 Python 3.12 基础镜像 |
+| `DEBIAN_MIRROR` | 默认 `https://deb.debian.org`；国内可选 `https://mirrors.tuna.tsinghua.edu.cn`，保留 Debian 签名校验 |
 | `PUBLIC_ORIGIN` | 独立 HTTPS 域名，不带子路径 |
 | `HOST_PORT` | 已确认空闲的宿主机回环端口，如 `29013` |
 | `GRAY_DEPLOY_DIR` | 专用目录，末级必须为 `gray-logistics-chat` |
@@ -27,19 +30,27 @@
 | `SSH_KNOWN_HOSTS_CREDENTIAL_ID` | 已核实的 known_hosts 文件引用 |
 | `DEEPSEEK_CREDENTIAL_ID` | 本服务模型密钥的 Secret text 引用 |
 | `PREVIEW_AUTH_CREDENTIAL_ID` | 专用验收用户名和密码引用 |
+| `ASR_PROVIDER` | `baidu` 启用语音；空值关闭 |
+| `BAIDU_ASR_API_KEY_CREDENTIAL_ID` / `BAIDU_ASR_SECRET_KEY_CREDENTIAL_ID` | 本服务百度语音专用 Secret text 引用 |
+| `IMPORT_ORDER_SAMPLES` | 默认关闭；明确需要补样本时才启用 |
+| `ORDER_SNAPSHOT_CREDENTIAL_ID` / `TRACKING_SNAPSHOT_CREDENTIAL_ID` | 本次导入的临时 Secret file 引用 |
 
 运行密钥和验收账号保存在私有灰度配置与 Jenkins 凭据库，供后续发布持续复用；轮换时同步更新。不要将密钥放在构建参数、Git URL、镜像 ARG、日志或示例文件中。
 
+语音运行配置只注入 `ASR_PROVIDER`、`BAIDU_ASR_API_KEY`、`BAIDU_ASR_SECRET_KEY`，与 DS 密钥一起写入权限 600 的 `runtime.env`。容器使用镜像内的 FFmpeg，不传本机 `FFMPEG_BIN`，也不使用 OCR 凭据。缺少任一百度凭据时拒绝生成发布配置。
+
+私有订单样本不进入 Git、构建上下文或镜像。可在明确授权后临时上传为 Jenkins Secret file 并启用 `IMPORT_ORDER_SAMPLES`；发布脚本核验快照校验和与实际运行提交，在线备份聊天 SQLite，再调用 `scripts/import_order_test_data.py` 默认导入订单、以 `--tracking-only` 补充轨迹。两步均不使用 `--replace`，保留手工订单字段和已有非空轨迹。临时文件在导入后清除；验收后移除临时 Jenkins 文件凭据并关闭导入开关。此操作只访问聊天服务自己的 SQLite。
+
 ## 发布步骤
 
 1. 完成检查并提交代码，创建 `gray-chat-YYYYMMDD-<commit12>` 一类不可变发布标签。不要重写已有标签或强推覆盖远端分支；分支有其他更新时先明确发布基线。
 2. 推送标签，在任务 `SOURCE_REF` 选择该标签。Jenkins 按此引用加载流水线并检出代码，镜像记录完整提交 SHA。
 3. 流水线检查 Bash 语法，运行 Node 回归，再构建 `test` 目标执行 Python 回归；通过后构建 `production` 应用镜像及 `certbot` 运维镜像。
-4. 构建完成后才绑定运行凭据。发布脚本校验路径、域名、源提交和镜像 ID，生成私有配置并发送镜像及发布文件。
+4. 构建完成后才绑定运行凭据。发布脚本校验路径、域名和源提交，生成私有配置并发送镜像及发布文件。服务器验证镜像归档的 SHA-256 后加载，记录目标主机的镜像 ID。
 5. 首次签发域名证书，等待应用健康，再安装本服务的 Nginx 配置。已有业务的容器和站点配置不参与本次发布。
 6. Jenkins 使用验收账号验证公网 HTTPS `/healthz`；之后在浏览器验证 AI 流式回复、上传、转人工和工作台。
 
-应用镜像必须选择 `production` 构建目标；`certbot` 仅用于证书运维。每个构建生成独立镜像标签，接收主机再次核验镜像 ID，不依赖 `latest`。
+应用镜像必须选择 `production` 构建目标；`certbot` 仅用于证书运维。每个构建生成独立镜像标签，不依赖 `latest`。Docker 的 classic 与 containerd 镜像存储可能返回不同 ID；跨主机以归档校验和与源提交标签核验传输，激活前再与 `loaded-image-ids.env` 中的目标 ID 比较，拒绝加载后被替换的镜像。归档加载后删除，构建机 ID 保留在 `release.env` 供追溯。
 
 ## 数据与失败回退
 
@@ -56,9 +67,15 @@
 
 模型密钥写入权限为 600 的 `runtime.env`，由 Compose 注入进程。验收密码只在 Jenkins 生成 Nginx 哈希，服务器保存哈希文件。
 
+密码哈希位于独立的 `/var/lib/baiyue-logistics-chat-gray-proxy/access.htpasswd`，目录 755、文件 644，供 Nginx 工作进程读取；不放在可能只有 root 可访问的宝塔站点配置目录，也不放明文密码。该目录有本服务所有权标记，不复用未知目录。
+
 更新前执行 SQLite 在线备份。应用启动或 Nginx 检查失败时，仅恢复本服务之前的 Compose 和站点配置，保留数据；不自动用旧库覆盖新记录。失败发布目录保留供定位，数据库降级及删除数据需另行处理。
 
-新环境自动创建八张业务表，不创建默认客服账号或演示数据。验收用全站密码直接进入工作台；Nginx 验收账号不是应用内客服账号。
+应用内另有升级前快照、版本迁移和运行中的每日数据库备份。维护 CLI 已包含在运行镜像，使用时指定 `/var/lib/baiyue-logistics-chat/history.db`；恢复必须停机并先保留当前数据安全快照，详见 [数据库维护](database-maintenance.md)。
+
+新环境自动创建业务表，不创建默认客服账号或演示数据。专用访问密码用于客服工作台及受保护接口；Nginx 账号不是应用内客服账号。客户首页无需密码，客户端先自动建立访客会话，再访问自己的历史。
+
+进入客服工作台还需使用 `agents` 中的应用账号登录。升级自动新增 `staff_sessions` 表，不覆盖已有账号密码；登录会话存储于数据库，自登录成功起 24 小时有效，浏览器 Cookie 同步保存 24 小时；访问后台或重启服务不会重置期限。升级时撤销旧无限期会话，需重新登录一次。退出、改密或删除账号后旧凭证不可再用。工作台写请求必须携带页面提供的 `X-CSRF-Token`；脚本调用后台 API 也必须先登录、保存 Cookie 并通过 `/api/admin/session` 获取 CSRF 令牌。每个账号与连接来源组合的登录限速为单进程计数，不直接信任客户端转发 IP 头，避免同一代理下某个账号输错导致其他账号被锁，多进程部署需配置统一代理限流。
 
 ## HTTPS 及续期
 
@@ -90,7 +107,7 @@ nginx -t
 - SSH 失败：核对受管凭据和 known_hosts，不禁用指纹检查。
 - 证书失败：核对 DNS 和 HTTP 验证路径，保留本服务的验证站点与私有 ACME 状态。
 - 容器不健康：检查独立目录的 UID 10001 权限、日志和 `/healthz`；健康检查不计入业务限流。
-- 入口 401：未登录时为预期，使用专用验收密码后应返回 200。
+- 客户首页应匿名返回 200，不出现密码弹窗；客服后台、全站搜索和导出匿名返回 401。客户历史 API 在未建立访客会话时由应用返回 JSON 401，自动建立 `/api/visitor/session` 后应返回当前访客的记录。发布激活脚本同时检查这些边界，不能只删除原有密码配置。
 - 流式显示延迟：检查实际 Nginx 或 CDN 是否重新启用了响应缓冲。
 
 独立主机安装另见 [Linux 手动参考](deployment-linux.md)。凭据与 API 依据 [Jenkins 官方文档](https://www.jenkins.io/doc/pipeline/steps/credentials-binding/) 和 [Remote API](https://www.jenkins.io/doc/book/using/remote-access-api/)，证书验证与续期依据 [Certbot 文档](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)。

docs/plans/2026-11-02-database-maintenance.md

@@ -0,0 +1,16 @@
+# 数据库升级与备份实施计划
+
+目标：保留当前账号、订单和聊天数据，完善升级前快照、版本记录、在线备份、每日备份及离线恢复。
+
+技术方案：现有幂等建表逻辑保留为基线迁移，新增 `schema_meta` 记录版本；每次已有数据库启动校验前创建完整性校验过的快照。迁移在同一 SQLite 写事务内执行，失败回滚并拒绝启动。备份采用 SQLite backup API、临时文件及原子发布。应用运行期间每天北京时间跨日检查一次；失败记录日志并重试。恢复仅提供离线 CLI，要求显式声明服务已停止，先保护当前库，再从已校验快照恢复。
+
+- [x] 编写升级顺序、回滚、损坏文件、WAL、并发及恢复测试，确认旧实现失败。
+- [x] `logistics_chat/database_backup.py` 实现快照、校验、保留策略、每日任务和恢复。
+- [x] `logistics_chat/db.py` 抽取现有建表逻辑，版本化事务升级、失败保护；启动工厂接入每日任务。
+- [x] `scripts/db_maintenance.py` 提供 backup/daily/list/check/restore，支持独立目录及服务器路径。
+- [x] 更新配置、维护文档和模块导航，使用临时数据验证恢复，不恢复真实业务库。
+- [x] 运行相关测试和全量回归，复核后交付；不提交 Git，不推送。
+
+验收：升级前快照包含升级前结构；备份失败不改库；迁移失败不留下半升级结构；拒绝未来版本；备份包含 WAL 中已提交记录；坏快照不可恢复；恢复前保留现有库；重复启动不丢数据；每日任务不依赖请求访问。
+
+验证结果：存储与维护 27 项测试通过，全套 208 项测试通过（14 项 Linux 专用测试在 Windows 跳过）；真实本机数据库副本升级演练保留账号密码和业务数量。人工备份和完整性检查已在本机成功运行，真实库未执行恢复。复核发现的 WAL 临时边车清理、恢复 checkpoint、版本步骤完整性与 7 日期保留边界均已补测试修正。

docs/plans/2026-11-02-offline-tickets.md

@@ -0,0 +1,42 @@
+# 离线留言处理
+
+用户已确认采用留言领取、负责人、处理备注和待处理／处理中／已完成三种状态。
+
+实现与验证顺序：
+
+- [x] 增加隔离数据库接口测试：旧数据迁移、登录与 CSRF、并发领取、负责人限制、备注与完成、版本冲突和分页。
+- [x] 数据库升级至版本 2；迁移前沿用已校验快照和最近 5 份保留规则。增加负责人账号与姓名、备注、更新时间、完成时间和并发版本。
+- [x] 新增 ticket_service，业务路由保持客户提交接口及留言列表默认返回数组的契约；新增后台领取和更新接口。
+- [x] 后台服务资料增加状态筛选、留言详情、领取、保存备注、完成及加载更多；只有当前负责人可处理，已完成只读。
+- [x] 前端沿用后台请求超时、CSRF 和登录失效处理；轮询不覆盖草稿，旧响应不覆盖新选择，冲突明确提示并保留草稿。
+- [x] 执行接口、前端与全套回归；在临时数据库和客服账号上做桌面、手机浏览器验证。
+
+验证：218 项 unittest 通过，14 项 Linux 测试跳过；admin 前端 31 项通过（含延迟列表响应、写请求超时与备注保留）。Playwright 临时服务在 1440／390／320px 验证真实登录、领取、负责人、备注轮询保留、保存、完成和刷新后的持久记录，未发现脚本错误或横向溢出。
+
+独立审查无阻塞问题；另补 SQLite 64 位编号与游标范围校验，相关 8 项留言接口测试通过。临时浏览器和测试服务已关闭，真实服务未启动或重启。
+
+## 后续：新留言提醒和搜索（用户确认预览后实施）
+
+- [x] 顶部待处理数量入口及页内新留言提示；独立 summary 轮询，首次建立基线，新记录去重提醒。浏览器后台通知复用既有铃铛权限，不包含客户内容。
+- [x] 数据库按手机号、内容、负责人账号／姓名、备注搜索；保留列表数组契约，搜索可组合状态与分页，转义 LIKE 通配符。
+- [x] 真实浏览器验证新留言到达、搜索与全局数量、领取后数量更新、无结果状态、直达入口和键盘焦点。独立审查无阻塞问题，修正入口焦点落在加载期间被禁用按钮的问题。
+- [x] 全套 222 项 unittest 完成（14 项 Linux 测试跳过）；34 项 admin 前端测试通过，含中文输入法 Enter、独立提醒和分页搜索。桌面 1440px、手机 390／320px 无横向溢出，截图保存于 output/playwright/。
+
+本次不变更数据库结构，无需新增迁移版本；正式服务未启动或重启。
+
+## 本轮：处理记录和超时提醒
+
+- [x] 数据库升级至版本 3：增加领取时间、领取时间估算标识及只追加的留言事件；提交、领取、备注前后值、完成结果与状态变更在同一事务记录。
+- [x] 旧留言保留升级时状态快照，不伪造既有过程；旧处理中留言以规范有效的最后更新时间估算领取时间并明确标识。
+- [x] 增加全局超时统计和筛选：待领取超过 30 分钟、处理中超过领取后 2 小时；备注修改不重置时钟，完成后清除超时。
+- [x] 后台展示超时入口、筛选、详情超时说明及按时间排序的可分页处理记录；历史加载失败可重试且不阻塞留言处理。
+- [x] 修复并测试无效旧日期在超时筛选、数量与详情中的一致性；独立只读审查未发现 Critical／Important 问题。
+- [x] 17 项离线留言后端测试、38 项后台前端测试通过；完整 unittest 228 项通过、14 项按平台跳过，`git diff --check` 通过。Playwright 已验证桌面及 390／320px 手机宽度无横向溢出、记录刷新后保留、完成清除超时。
+- [x] 后续将待领取阈值调整为 30 分钟（处理中仍为 20 分钟），并更新边界测试和用户说明。
+- [x] 人工排队超过 5 分钟后标红显示超时分钟数，队列标签显示超时数；首次进入超时时去重提醒。34 项接口测试、39 项后台前端测试及全套 229 项 unittest（14 项按平台跳过）通过；浏览器验证 1440／390／320px 无横向溢出。
+
+截图：`output/playwright/ticket-history-success.png`、`ticket-history-mobile-success.png`、`ticket-history-completed-success.png`、`ticket-overdue-success.png`。浏览器使用临时数据库和本地测试客服，测试服务已停止；正式服务未重启，升级真实数据库会在下次常规启动时执行。
+
+人工排队截图：`output/playwright/human-queue-overdue-success.png`、`output/playwright/human-queue-overdue-mobile-success.png`。浏览器使用临时数据库和测试客服；测试服务已停止。
+
+不变更真实客服账号、客户数据，不自动启动正式服务，不提交 Git。

docs/plans/2026-11-02-staff-sessions.md

@@ -0,0 +1,17 @@
+# 后台登录会话实施计划
+
+已确认范围：保留现有客服账号密码；后台会话有效期 8 小时；保护后台页面及接口；增加退出按钮；客户登录独立；保留 Nginx 保护。
+
+1. 先加入未登录、退出、过期、密码变更、CSRF、凭证重放测试，确认原实现不能满足要求。
+2. 新增 `staff_service.py` 和仅存凭证摘要的 `staff_sessions` 表，统一默认拒绝规则、登录限速及 Cookie 签发/撤销。
+3. 工作台加入退出按钮、CSRF 请求头、401 跳转和轮询停止；保留原账号验证兼容行为。
+4. 既有后台测试通过真实登录获取会话，公共客户测试保持独立。更新文档，运行全套测试。
+5. 使用临时数据库和临时端口验证浏览器登录、退出、过期及移动端布局，关闭测试服务，不启动原本已停止的 5000 服务。
+
+实现及复核：已加入服务端会话、CSRF、退出与过期处理；账号删除、更新及 SQLite REPLACE 均撤销旧凭证。后台登录限速按账号与连接来源组合计算，避免同一代理下账号互相锁定。
+
+验证：全套 unittest 187 项，14 项 Linux 专用测试跳过；前端包含 26 项工作台测试。临时服务使用独立数据库，通过真实浏览器登录、退出失败重试、旧 Cookie 重放及过期跳转；320、390、1440px 布局无横向溢出，退出触控高度 44px。测试服务已关闭，5000 未启动。
+
+用户后续调整：后台取消 8 小时限制，改为持续登录直到主动退出；改密、删除账号仍撤销凭证。Cookie 按浏览器支持的 400 天上限持久保存并在后台请求成功时续期，服务端凭证不按时间失效。启动时将仍有效的旧会话迁移为无限期，已经失效的会话删除，不恢复旧凭证。客户登录的 8 小时规则保持独立。
+
+最新用户调整：后台登录改为从登录成功起 24 小时绝对有效，Cookie 同步设置 86400 秒；后台请求和服务重启均不续期。旧无限期会话无法确定签发时间，升级时撤销并要求重新登录；有效的有限期会话保留原期限，已失效会话不恢复。退出、改密及删除账号继续即时撤销。

logistics_chat/__init__.py

@@ -5,21 +5,31 @@ def create_app(config=None):
     from collections import defaultdict
     import logging
     from pathlib import Path
+    from threading import Lock
 
     from flask import Flask
 
     from .config import ROOT_DIR, default_config
-    from . import db, file_service, hooks
+    from . import customer_service, db, file_service, hooks, staff_service, visitor_service
     from .routes import register_routes
+    from .routes.speech import MemoryAudioRequest
 
     app = Flask(__name__, template_folder=str(ROOT_DIR/'templates'),
                 static_folder=str(ROOT_DIR/'static'))
+    app.request_class = MemoryAudioRequest
     app.config.update(default_config())
     if config:
         app.config.update(config)
     app.extensions['human_typing'] = {}
     app.extensions['rate_hits'] = defaultdict(list)
+    app.extensions['customer_login_attempts'] = {}
+    app.extensions['customer_login_lock'] = Lock()
+    app.extensions['staff_login_attempts'] = {}
+    app.extensions['staff_login_lock'] = Lock()
+    app.before_request(staff_service.attach_staff)
     app.before_request(hooks.rate_limit)
+    app.before_request(visitor_service.attach_visitor)
+    app.before_request(customer_service.attach_customer)
     app.after_request(hooks.no_cache_html)
     app.teardown_appcontext(db.close_connections)
     register_routes(app)
@@ -42,4 +52,9 @@ def create_app(config=None):
             db.init_db()
             db.backup_db()
             file_service.cleanup_uploads()
+        if not app.testing and app.config['AUTO_BACKUP_ENABLED']:
+            from .database_backup import DailyBackupWorker
+            worker = DailyBackupWorker(app)
+            app.extensions['database_backup_worker'] = worker
+            worker.start()
     return app

logistics_chat/ai_client.py

@@ -29,6 +29,7 @@ def compress_answer(text, limit=get_setting('MAX_ANSWER_CHARS')):
     """回答超长时，让模型压缩到规定字数内；失败则原样返回"""
     if len(text) <= limit:
         return text
+    r = None
     try:
         body = {'model': get_setting('MODEL_NAME'), 'messages': [{'role': 'system', 'content': (EN_COMPRESS_RULE if has_chinese(text) is False else '') + f'你是文字精简助手。把用户给的内容压缩到 {limit} 字以内（必须严格满足，超出即为不合格），必须保留所有数字、金额、时效和渠道名称，删除重复表述、客套话和次要说明，结构保持不变。'}, {'role': 'user', 'content': text}], 'stream': False, 'max_tokens': 800}
         r = post_completion(body, timeout=(5, 30))
@@ -39,6 +40,9 @@ def compress_answer(text, limit=get_setting('MAX_ANSWER_CHARS')):
         print(f'[压缩失败] 状态码 {r.status_code}')
     except Exception as e:
         print(f'[压缩异常] {e}')
+    finally:
+        if r is not None:
+            r.close()
     return text
 
 
@@ -46,6 +50,7 @@ def gen_followups(user_msg, answer_text):
     """根据本轮问答，生成 3 个客户可能接着问的问题（失败返回空列表，不影响主流程）"""
     if not get_setting('DEEPSEEK_API_KEY'):
         return []
+    r = None
     try:
         body = {'model': get_setting('MODEL_NAME'), 'messages': [{'role': 'system', 'content': '你是物流客服助手。根据用户问题和你的回答，生成3个客户最可能接着问的简短问题（每个不超过20字），只输出JSON字符串数组，不要任何解释。'}, {'role': 'user', 'content': f'用户问：{user_msg}\n你的回答：{answer_text[:500]}\n\n请生成3个追问：'}], 'stream': False, 'max_tokens': 200}
         r = post_completion(body, timeout=(5, 15))
@@ -58,4 +63,7 @@ def gen_followups(user_msg, answer_text):
             return [str(x).strip() for x in arr if str(x).strip()][:3]
     except Exception:
         pass
+    finally:
+        if r is not None:
+            r.close()
     return []

logistics_chat/business_service.py

@@ -1,14 +1,23 @@
 """Feedback, reporting, login, orders and offline tickets."""
 
 from datetime import datetime
-
 from .db import connect, now_str
+from .tracking import card_to_text
 
 
 def feedback(data):
     """收集 👍/👎 反馈，存到 feedback 表"""
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '评价格式无效。'}, 400
+    raw_vote = data.get('vote')
+    votes = {'up': 1, 'down': -1, '1': 1, '-1': -1}
+    vote = votes.get(raw_vote) if isinstance(raw_vote, str) else raw_vote
+    question, answer = data.get('question', ''), data.get('answer', '')
+    if type(vote) is not int or vote not in (-1, 1) or not isinstance(question, str) or not isinstance(answer, str):
+        return {'ok': False, 'error': '评价内容无效，请重试。'}, 400
     conn = connect()
-    conn.execute('INSERT INTO feedback(question, answer, vote, ctime) VALUES (?,?,?,?)', (str(data.get('question', ''))[:500], str(data.get('answer', ''))[:2000], str(data.get('vote', '')), now_str()))
+    conn.execute('INSERT INTO feedback(question, answer, vote, ctime) VALUES (?,?,?,?)',
+                 (question[:500], answer[:2000], vote, now_str()))
     conn.commit()
     conn.close()
     return {'ok': True}
@@ -18,12 +27,14 @@ def admin_stats():
     conn = connect()
     total_conv = conn.execute('SELECT COUNT(*) FROM chat_history').fetchone()[0]
     total_msg = conn.execute('SELECT COUNT(*) FROM messages').fetchone()[0]
-    good = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=1').fetchone()[0]
-    bad = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=-1').fetchone()[0]
+    good = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('1', 'up')").fetchone()[0]
+    bad = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('-1', 'down')").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, rating_count = conn.execute('SELECT COALESCE(AVG(stars), 0), COUNT(*) FROM ratings').fetchone()
     conn.close()
-    return {'total_conv': total_conv, 'total_msg': total_msg, 'good': good, 'bad': bad, 'today_conv': today_conv}
+    return {'total_conv': total_conv, 'total_msg': total_msg, 'good': good, 'bad': bad, 'today_conv': today_conv,
+            'rating_avg': round(rating_avg, 1), 'rating_count': rating_count}
 
 
 def my_orders(phone):
@@ -36,40 +47,94 @@ def my_orders(phone):
 
 
 def add_ticket(data):
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '留言格式无效。'}, 400
+    content, phone = data.get('content'), data.get('phone', '')
+    if not isinstance(content, str) or not 1 <= len(content.strip()) <= 2000:
+        return {'ok': False, 'error': '请输入 1–2000 字的留言。'}, 400
+    if not isinstance(phone, str) or len(phone.strip()) > 32:
+        return {'ok': False, 'error': '联系电话格式无效。'}, 400
+    from .ticket_service import create_ticket
+    return create_ticket(content.strip(), phone.strip())
+
+
+def list_tickets(status='pending', limit=20, before=None, query='', overdue='0'):
+    from .ticket_service import list_tickets as query_tickets
+    return query_tickets(status, limit, before, query, overdue)
+
+
+def admin_login(data):
+    # Retain the service entry point; all credential/session rules live together.
+    from .staff_service import login
+    return login(data)
+
+
+def agents_list():
     conn = connect()
-    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'))
+    # rowid also works with the legacy agents table that has an explicit INTEGER id.
+    rows = conn.execute('SELECT rowid, username, name FROM agents ORDER BY rowid').fetchall()
+    conn.close()
+    return [{'id': row[0], 'username': row[1], 'name': row[2]} for row in rows]
+
+
+def rate_chat(data):
+    sid, stars = data.get('sid'), data.get('stars', 0)
+    comment = data.get('comment', '')
+    if not sid or type(stars) is not int or not 1 <= stars <= 5 or not isinstance(comment, str):
+        return ({'ok': False}, 400)
+    conn = connect()
+    if not conn.execute('SELECT 1 FROM human_sessions WHERE id=?', (sid,)).fetchone():
+        conn.close()
+        return ({'ok': False}, 404)
+    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 {'ok': True}
 
 
-def list_tickets():
+def search_chat(keyword):
+    if not keyword:
+        return {'results': []}
     conn = connect()
-    rows = conn.execute("SELECT id, content, phone, ctime FROM tickets WHERE status='pending' ORDER BY id DESC").fetchall()
+    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''',
+        ('%' + keyword + '%',)).fetchall()
     conn.close()
-    return [{'id': r[0], 'content': r[1], 'phone': r[2], 'ctime': r[3]} for r in rows]
+    return [{'title': row[0], 'role': row[1], 'content': card_to_text(row[2]), 'ctime': row[3]} for row in rows]
 
 
-def admin_login(data):
-    u = data.get('username', '')
-    p = data.get('password', '')
-    conn = connect()
-    row = conn.execute('SELECT name FROM agents WHERE username=? AND password=?', (u, p)).fetchone()
-    conn.close()
-    if row:
-        return {'ok': True, 'name': row[0]}
-    return ({'ok': False}, 401)
-
-
-def export_chat():
+def export_chat(format='xlsx'):
     conn = connect()
     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()
-    import csv
     import 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]])
+    if format == 'csv':
+        import csv
+        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 buf.getvalue()
+    from openpyxl import Workbook
+    from openpyxl.styles import Alignment, Font, PatternFill
+
+    workbook = Workbook()
+    sheet = workbook.active
+    sheet.title = '聊天记录'
+    sheet.append(['对话标题', '角色', '内容', '时间'])
+    for cell in sheet[1]:
+        cell.font = Font(bold=True, color='FFFFFF')
+        cell.fill = PatternFill('solid', fgColor='315FD5')
+        cell.alignment = Alignment(horizontal='center')
+    roles = {'user': '客户', 'assistant': '客服', 'system': '系统'}
+    for title, role, content, ctime in rows:
+        sheet.append([title, roles.get(role, role), content or '', ctime])
+        for cell in sheet[sheet.max_row]:
+            cell.data_type = 's'
+    for column, width in zip('ABCD', (20, 8, 80, 20)):
+        sheet.column_dimensions[column].width = width
+    buf = io.BytesIO()
+    workbook.save(buf)
     return buf.getvalue()

logistics_chat/chat_service.py

@@ -9,8 +9,10 @@ from .config import get_setting
 from .db import connect, last_user_question, load_context, save_message
 from .knowledge import search_knowledge
 from .pricing import (parse_shipping_intent, detect_dim_unit, freight_reply,
-                      calc_warehouse_card, detect_surcharge, surcharge_reply, check_island)
-from .tracking import CARD_PREFIX, extract_tracking_no, build_track
+                      calc_warehouse_card, detect_surcharge, surcharge_reply, check_island,
+                      is_shipping_destination_reply)
+from .tracking import CARD_PREFIX
+from .order_data import answer_query, extract_reference
 
 
 
@@ -20,45 +22,112 @@ def sse(payload):
     return 'data: ' + json.dumps(payload, ensure_ascii=False) + '\n\n'
 
 
+QUOTE_FOLLOWUP_PREFIX = r'^(?:那(?:么)?|换成|改成|改为|如果|还是|再算|同样)'
+
+
+def is_shipping_followup(message, intent=None):
+    """Recognize bounded quote edits without carrying facts across new topics."""
+    if re.search(r'新(?:的)?一(?:票|批)|另(?:一|外一?)(?:票|批)|新(?:的)?(?:货|订单)|换个话题|理赔|赔偿|破损|丢失|签收|退件|退款|投诉', message):
+        return False
+    intent = intent if intent is not None else parse_shipping_intent(message)
+    text = message.strip().strip('，,。.!！?？、：: ')
+    prefix = re.match(QUOTE_FOLLOWUP_PREFIX, text)
+    if prefix and any(intent.get(key) is not None for key in ('weight', 'dims', 'channel', 'region')):
+        return True
+    if intent['region'] is not None and is_shipping_destination_reply(text):
+        return True
+    short = re.sub(QUOTE_FOLLOWUP_PREFIX, '', text, count=1).strip()
+    short = re.sub(r'^(?:请问|请|再问一下)', '', short).strip()
+    if re.fullmatch(r'(?:海运|海派|空运|空派|铁路|班列|卡航|卡车|sea(?:\s+freight)?|air(?:\s+freight)?|rail|truck)'
+                    r'(?:报价|价格|费用|运费|时效)?(?:呢|怎么样|如何|多少钱|多久|几天)?', short, re.I):
+        return True
+    if re.fullmatch(r'(?:价格|费用|运费|时效)(?:呢|是多少|多少|怎么样|如何|多久|几天)?|多少钱', short):
+        return True
+    if intent['weight'] is not None and re.fullmatch(r'\d+(?:\.\d+)?\s*(?:kg|公斤|千克|吨|lbs?|tons?|kilograms?)(?:呢)?', short, re.I):
+        return True
+    return bool(intent['dims'] and re.fullmatch(r'\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*(?:cm|mm|m|厘米|毫米|米)?(?:呢)?', short, re.I))
+
+
+def shipping_intent_with_context(message, conv_id):
+    intent = parse_shipping_intent(message)
+    intent['dim_unit'] = detect_dim_unit(message)
+    if conv_id and is_shipping_followup(message, intent):
+        connection = connect()
+        try:
+            recent = connection.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' ORDER BY id DESC LIMIT 6", (conv_id,)).fetchall()
+        finally:
+            connection.close()
+        for (previous,) in recent:
+            if extract_reference(previous):
+                break
+            earlier = parse_shipping_intent(previous)
+            if not any(earlier.get(key) is not None for key in ('weight', 'dims', 'channel', 'region')):
+                if is_shipping_followup(previous, earlier):
+                    continue
+                break
+            for key in ('weight', 'channel', 'region'):
+                if intent.get(key) is None:
+                    intent[key] = earlier.get(key)
+            if intent['dims'] is None and earlier['dims']:
+                intent['dims'] = earlier['dims']
+                intent['dim_unit'] = detect_dim_unit(previous)
+            if not is_shipping_followup(previous, earlier):
+                break
+    if intent['channel']:
+        base = intent['channel'].removesuffix('_uk')
+        intent['channel'] = base + '_uk' if intent['region'] == 'uk' else base
+    return intent
+
+
 def create_chat_stream(msg, conv_id):
     if not msg:
         return (sse({'e': '问题不能为空'}), {})
-    if '[图片]' in msg and len(msg) < 300:
-        return (sse({'t': '收到您的图片，请描述一下您的问题。'}), {})
-    track_no = extract_tracking_no(re.sub(r'\[(?:图片|文件)\]/uploads/\S+', '', msg))
-    if track_no:
-        card = build_track(track_no)
+    if conv_id:
+        from .visitor_service import owns_conversation
+        if not owns_conversation(conv_id):
+            from .customer_service import needs_customer_login, order_login_response
+            if needs_customer_login(conv_id):
+                return (sse(order_login_response()) + sse({'d':1}), {})
+            return (sse({'e':'该会话已删除，请新建对话后重试。'}), {})
+    order_answer = answer_query(msg, conv_id)
+    if order_answer is None and re.fullmatch(r'\[图片\]/uploads/\S+', msg):
+        order_answer = {'t':'收到您的图片，请描述一下您的问题。'}
+    ship = shipping_intent_with_context(msg, conv_id) if order_answer is None else None
+    if ship and ship['region'] is None and (ship['weight'] is not None or ship['dims'] or
+            re.search(r'\d+(?:\.\d+)?\s*(?:cbm|方|立方)', msg, re.I) or
+            (ship['channel'] and (is_shipping_followup(msg, ship) or re.search(r'报价|价格|费用|运费|多少钱|\b(?:quote|cost|price)\b', msg, re.I)))):
+        order_answer = {'t':'请提供目的国家或地区、目的仓或邮编，以便匹配对应费率；当前无法确定报价，可联系人工客服确认。'}
+    if ship and ship['region'] == 'unsupported' and (ship['weight'] is not None or ship['dims'] or ship['channel'] or
+            is_shipping_destination_reply(msg) or re.search(r'报价|价格|运费|费用|多少钱', msg)):
+        order_answer = {'t':'当前报价表尚未包含该目的地的费率，请提供目的仓或邮编、货物品名、件数和尺寸，由人工客服确认报价。'}
+    if ship and ship['region'] == 'uk' and re.search(r'\d+(?:\.\d+)?\s*(?:cbm|方|立方)', msg, re.I) and not ship['weight'] and not ship['dims']:
+        order_answer = {'t':'当前报价表未提供该目的地的按方费率，请提供目的仓或邮编、实际重量和尺寸，由人工客服确认报价。'}
+    if order_answer is not None:
 
         def track_stream():
+            if 'card' in order_answer:
+                from .customer_service import bind_order_conversation, current_customer_id
+                if current_customer_id() and not bind_order_conversation(conv_id):
+                    yield sse({'e':'该会话暂时无法访问，请新建对话后重试。','d':1})
+                    return
             save_message(conv_id, 'user', msg)
-            yield sse({'card': card})
-            save_message(conv_id, 'assistant', CARD_PREFIX + json.dumps(card, ensure_ascii=False))
+            content = (CARD_PREFIX + json.dumps(order_answer['card'], ensure_ascii=False)
+                       if 'card' in order_answer else order_answer['t'])
+            save_message(conv_id, 'assistant', content)
+            yield sse(order_answer)
             yield sse({'d': 1})
         return (track_stream(), {'Cache-Control': 'no-cache', 'X-Accel-Buffering': 'no'})
     if not get_setting('DEEPSEEK_API_KEY'):
         return (sse({'e': '服务未配置 API Key，请在 .env 或环境变量中设置 DEEPSEEK_API_KEY 后重启服务'}), {})
     know_text = search_knowledge(msg)
-    ship = parse_shipping_intent(msg)
-    ship['dim_unit'] = detect_dim_unit(msg)
     freight_text = None
-    if not ship['weight'] and (not ship['dims']) and ship['channel']:
-        prev_q = last_user_question(conv_id)
-        if prev_q:
-            prev_ship = parse_shipping_intent(prev_q)
-            if prev_ship['weight'] or prev_ship['dims']:
-                ship['weight'] = prev_ship['weight']
-                ship['dims'] = prev_ship['dims']
-                ship['dim_unit'] = detect_dim_unit(prev_q)
     if ship['weight'] or ship['dims']:
-        if re.search('英国|UK|伦敦|英格兰', msg, re.I):
-            uk_map = {'sea': 'sea_uk', 'rail': 'rail_uk', 'truck': 'truck_uk', 'air': 'air_uk'}
-            ship['channel'] = uk_map.get(ship['channel'])
         freight_text = freight_reply(ship)
         if not ship['channel']:
             freight_text += '\n\n（客户没有指定渠道，上面已同时给出海运和空运，请在回答末尾询问更看重时效还是成本）'
     extra_parts = []
     cbm_m = re.search('(\\d+(?:\\.\\d+)?)\\s*(?:cbm|方|立方)', msg, re.I)
-    if cbm_m:
+    if cbm_m and ship['region'] != 'uk':
         cbm = float(cbm_m.group(1))
         ch = '海运'
         if re.search('卡航|卡车', msg):
@@ -94,7 +163,7 @@ def create_chat_stream(msg, conv_id):
             if know_text:
                 follow_src = prev_q
     _c = connect()
-    _msg_count = _c.execute('SELECT COUNT(*) FROM messages WHERE conv_id=?', (conv_id,)).fetchone()[0]
+    _msg_count = _c.execute("SELECT COUNT(*) FROM messages WHERE conv_id=? AND role='user'", (conv_id,)).fetchone()[0]
     _c.close()
     is_first_turn = _msg_count == 0
     save_message(conv_id, 'user', msg)
@@ -144,8 +213,11 @@ def create_chat_stream(msg, conv_id):
             return
         parts = []
         interrupted = False
+        answer_saved = False
         try:
             got_text = False
+            completed = False
+            finish_reason = None
             for raw in resp.iter_lines():
                 if not raw:
                     continue
@@ -154,10 +226,15 @@ def create_chat_stream(msg, conv_id):
                     continue
                 data = line[5:].strip()
                 if data == '[DONE]':
+                    completed = True
                     break
                 try:
                     j = json.loads(data)
-                    chunk = j['choices'][0]['delta'].get('content') or ''
+                    choice = j['choices'][0]
+                    chunk = choice.get('delta', {}).get('content') or ''
+                    finish_reason = choice.get('finish_reason') or finish_reason
+                    if finish_reason == 'stop':
+                        completed = True
                 except Exception:
                     continue
                 if chunk:
@@ -167,6 +244,10 @@ def create_chat_stream(msg, conv_id):
             if not got_text:
                 yield sse({'e': '模型没有返回内容，请重试'})
                 return
+            if not completed or finish_reason not in (None, 'stop'):
+                interrupted = True
+                yield sse({'e': '回答未生成完整，请点击重试'})
+                return
             full_text = ''.join(parts)
             limit = get_setting('MAX_ANSWER_CHARS') if has_chinese(full_text) else get_setting('MAX_ANSWER_CHARS_EN')
             if len(full_text) > limit:
@@ -177,6 +258,7 @@ def create_chat_stream(msg, conv_id):
                     full_text = short
                     yield sse({'replace': short})
             save_message(conv_id, 'assistant', full_text)
+            answer_saved = True
             if is_first_turn:
                 try:
                     fu = gen_followups(msg, full_text)
@@ -193,7 +275,9 @@ def create_chat_stream(msg, conv_id):
             yield sse({'e': '传输中断，请点击重试'})
         finally:
             text = ''.join(parts)
-            if interrupted and len(text) >= 20:
-                save_message(conv_id, 'assistant', text + '\n\n（回答中断，以上内容未生成完整）')
-            resp.close()
+            try:
+                if interrupted and text and not answer_saved:
+                    save_message(conv_id, 'assistant', text + '\n\n（回答中断，以上内容未生成完整）')
+            finally:
+                resp.close()
     return (generate(), {'Cache-Control': 'no-cache', 'X-Accel-Buffering': 'no'})

logistics_chat/config.py

@@ -18,8 +18,24 @@ def default_config():
         'DATABASE': ROOT_DIR / 'history.db',
         'UPLOAD_DIR': ROOT_DIR / 'uploads',
         'BACKUP_DIR': ROOT_DIR / 'backups',
+        'AUTO_BACKUP_ENABLED': str(os.environ.get('AUTO_BACKUP_ENABLED', local_config.get('AUTO_BACKUP_ENABLED', 'true'))).lower() in ('1','true','yes'),
         'LOG_DIR': ROOT_DIR / 'logs',
         'DEEPSEEK_API_KEY': (api_key or '').strip(),
+        'ASR_API_KEY': str(os.environ.get('ASR_API_KEY', local_config.get('ASR_API_KEY')) or '').strip(),
+        'ASR_PROVIDER': str(os.environ.get('ASR_PROVIDER', local_config.get('ASR_PROVIDER')) or 'baidu').strip().lower(),
+        'BAIDU_ASR_API_KEY': str(os.environ.get('BAIDU_ASR_API_KEY', local_config.get('BAIDU_ASR_API_KEY')) or '').strip(),
+        'BAIDU_ASR_SECRET_KEY': str(os.environ.get('BAIDU_ASR_SECRET_KEY', local_config.get('BAIDU_ASR_SECRET_KEY')) or '').strip(),
+        'FFMPEG_BIN': str(os.environ.get('FFMPEG_BIN', local_config.get('FFMPEG_BIN')) or '').strip(),
+        'ASR_URL': str(os.environ.get('ASR_URL', local_config.get('ASR_URL')) or
+                       'https://dashscope.aliyuncs.com/compatible-mode/v1/chat/completions').strip(),
+        'ASR_MODEL': str(os.environ.get('ASR_MODEL', local_config.get('ASR_MODEL')) or 'qwen3-asr-flash').strip(),
+        'ORDER_DATA_TENANT_ID': str(os.environ.get('ORDER_DATA_TENANT_ID', local_config.get('ORDER_DATA_TENANT_ID')) or '').strip(),
+        'CUSTOMER_DEMO_ENABLED': str(os.environ.get('CUSTOMER_DEMO_ENABLED', local_config.get('CUSTOMER_DEMO_ENABLED', 'true'))).lower() in ('1','true','yes'),
+        'CUSTOMER_DEMO_USERNAME': str(os.environ.get('CUSTOMER_DEMO_USERNAME', local_config.get('CUSTOMER_DEMO_USERNAME', 'admin')) or '').strip(),
+        'CUSTOMER_DEMO_PASSWORD_HASH': str(os.environ.get('CUSTOMER_DEMO_PASSWORD_HASH', local_config.get('CUSTOMER_DEMO_PASSWORD_HASH',
+            'pbkdf2:sha256:600000$vY5fe7GwJQRQbhKV$a4c4eeb96e2bda18bfa6b82d263c0cd61dead2e3f224f694e01fc497152df72f')) or ''),
+        'CUSTOMER_DEMO_TENANT_ID': str(os.environ.get('CUSTOMER_DEMO_TENANT_ID', local_config.get('CUSTOMER_DEMO_TENANT_ID')) or '').strip(),
+        'CUSTOMER_DEMO_LOCAL_ORDERS': str(os.environ.get('CUSTOMER_DEMO_LOCAL_ORDERS', local_config.get('CUSTOMER_DEMO_LOCAL_ORDERS', 'true'))).lower() in ('1','true','yes'),
         'MODEL_URL': 'https://api.deepseek.com/v1/chat/completions',
         'MODEL_NAME': 'deepseek-chat',
         'MAX_CONTEXT': 4,

logistics_chat/customer_order_service.py

@@ -0,0 +1,74 @@
+"""Read-only customer order browsing; scope comes exclusively from verified sessions."""
+
+import sqlite3
+from contextlib import contextmanager
+
+from .customer_service import effective_tenants
+from .db import connect
+from .order_data import OrderDataUnavailable, build_card
+from .visitor_service import customer_tenant_ids
+
+PAGE_SIZE = 20
+SUMMARY_FIELDS = ('id', 'order_no', 'inbound_code', 'status', 'country_code',
+                  'warehouse_code', 'transport_mode')
+STATUS_GROUPS = {
+    'pending': ('DRAFT', 'SUBMITTED', 'APPROVED', 'ACCEPTED'),
+    'processing': ('PROCESSING',), 'completed': ('COMPLETED',), 'cancelled': ('CANCELLED',),
+}
+FILTERS = ('all', *STATUS_GROUPS, 'other')
+
+
+@contextmanager
+def order_connection():
+    connection = None
+    try:
+        connection = connect()
+        connection.row_factory = sqlite3.Row
+        # Summary and list must describe the same snapshot, including during imports.
+        connection.execute('BEGIN')
+        yield connection
+    except sqlite3.Error:
+        raise OrderDataUnavailable from None
+    finally:
+        if connection is not None:
+            connection.close()
+
+
+def scoped_rows(connection, columns, suffix='', values=()):
+    tenants = effective_tenants(customer_tenant_ids())
+    if not tenants:
+        return []
+    placeholders = ','.join('?' for _ in tenants)
+    return [dict(row) for row in connection.execute(
+        f'SELECT {columns} FROM order_test_data WHERE tenant_id IN ({placeholders}) '+suffix,
+        (*tenants, *values))]
+
+
+def list_orders(before=None, status='all'):
+    if status not in FILTERS:
+        raise ValueError('Invalid order status filter')
+    summary = dict.fromkeys(('total', *STATUS_GROUPS, 'other'), 0)
+    suffix, values = '', ()
+    if status in STATUS_GROUPS or status == 'other':
+        codes = STATUS_GROUPS.get(status, tuple(code for codes in STATUS_GROUPS.values() for code in codes))
+        suffix = 'AND status '+('NOT IN' if status == 'other' else 'IN')+' ('+','.join('?' for _ in codes)+') '
+        values = codes
+    if before is not None:
+        suffix += 'AND id<? '
+        values += (before,)
+    with order_connection() as connection:
+        for row in scoped_rows(connection, 'status,COUNT(*) AS count', 'GROUP BY status'):
+            group = next((key for key, codes in STATUS_GROUPS.items() if row['status'] in codes), 'other')
+            summary[group] += row['count']
+            summary['total'] += row['count']
+        rows = scoped_rows(connection, ','.join(SUMMARY_FIELDS), suffix+'ORDER BY id DESC LIMIT ?', values+(PAGE_SIZE+1,))
+    return {'ok': True, 'orders': rows[:PAGE_SIZE], 'summary': summary,
+            'next_before': rows[PAGE_SIZE-1]['id'] if len(rows) > PAGE_SIZE else None}
+
+
+def order_detail(order_id):
+    if not 0 < order_id <= 9223372036854775807:
+        return None
+    with order_connection() as connection:
+        rows = scoped_rows(connection, '*', 'AND id=? LIMIT 1', (order_id,))
+    return build_card(rows[0]) if rows else None

logistics_chat/customer_service.py

@@ -0,0 +1,225 @@
+"""Customer authentication and order scope, independent of staff authentication."""
+
+import hashlib
+import json
+import secrets
+import time
+
+from flask import g, has_app_context, jsonify, request
+from werkzeug.security import check_password_hash
+
+from .config import get_setting
+from .db import connect
+from .visitor_service import valid_key, visitor_id
+
+COOKIE_NAME = 'baiyue_customer'
+SESSION_SECONDS = 8 * 3600
+
+
+def demo_tenant(connection):
+    configured = get_setting('CUSTOMER_DEMO_TENANT_ID') or get_setting('ORDER_DATA_TENANT_ID')
+    if configured:
+        return configured
+    rows = connection.execute("SELECT DISTINCT tenant_id FROM order_test_data WHERE tenant_id<>'' LIMIT 2").fetchall()
+    return rows[0][0] if len(rows) == 1 else ''
+
+
+def user_tenants(connection, row):
+    if row[4]:
+        return (row[4],)
+    rows = connection.execute('SELECT tenant_id FROM customer_tenant_grants WHERE customer_id=? ORDER BY tenant_id LIMIT 257',
+                              (row[0],)).fetchall()
+    return tuple(item[0] for item in rows) if len(rows) <= 256 else ()
+
+
+def seed_local_grants(connection, row):
+    if not row[6] or connection.execute('SELECT scope_initialized FROM customer_users WHERE id=?',(row[0],)).fetchone()[0]:
+        return
+    if not row[4] and get_setting('CUSTOMER_DEMO_LOCAL_ORDERS') and not user_tenants(connection,row):
+        connection.execute('INSERT OR IGNORE INTO customer_tenant_grants(customer_id,tenant_id) '
+            "SELECT ?,tenant_id FROM order_test_data WHERE tenant_id<>'' GROUP BY tenant_id",(row[0],))
+    if user_tenants(connection,row):
+        connection.execute('UPDATE customer_users SET scope_initialized=1 WHERE id=?',(row[0],))
+
+
+def scope_key(tenants):
+    return hashlib.sha256(json.dumps(sorted(tenants),ensure_ascii=False).encode()).hexdigest() if tenants else None
+
+
+def effective_tenants(tenants):
+    configured = get_setting('ORDER_DATA_TENANT_ID')
+    return tuple(value for value in tenants if not configured or value == configured)
+
+
+def current_scope_key():
+    from .visitor_service import customer_tenant_ids
+    return scope_key(customer_tenant_ids())
+
+
+def init_customer_tables(connection):
+    connection.execute('''CREATE TABLE IF NOT EXISTS customer_users (
+        id INTEGER PRIMARY KEY AUTOINCREMENT, username TEXT NOT NULL UNIQUE,
+        password_hash TEXT NOT NULL, display_name TEXT NOT NULL,
+        tenant_id TEXT NOT NULL DEFAULT '', enabled INTEGER NOT NULL DEFAULT 1,
+        is_demo INTEGER NOT NULL DEFAULT 0, scope_initialized INTEGER NOT NULL DEFAULT 0)''')
+    if 'scope_initialized' not in [item[1] for item in connection.execute('PRAGMA table_info(customer_users)')]:
+        connection.execute('ALTER TABLE customer_users ADD COLUMN scope_initialized INTEGER NOT NULL DEFAULT 0')
+    connection.execute('''CREATE TABLE IF NOT EXISTS customer_sessions (
+        token_hash TEXT PRIMARY KEY, customer_id INTEGER NOT NULL,
+        visitor_id TEXT NOT NULL, auth_stamp TEXT NOT NULL, expires_at INTEGER NOT NULL)''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_customer_session_expiry ON customer_sessions(expires_at)')
+    connection.execute('''CREATE TABLE IF NOT EXISTS customer_tenant_grants (
+        customer_id INTEGER NOT NULL, tenant_id TEXT NOT NULL, PRIMARY KEY(customer_id,tenant_id))''')
+    if get_setting('CUSTOMER_DEMO_ENABLED'):
+        connection.execute('''INSERT OR IGNORE INTO customer_users
+            (username,password_hash,display_name,tenant_id,is_demo) VALUES(?,?,?,?,1)''',
+            (get_setting('CUSTOMER_DEMO_USERNAME'), get_setting('CUSTOMER_DEMO_PASSWORD_HASH'),
+             get_setting('CUSTOMER_DEMO_USERNAME'), demo_tenant(connection)))
+        row = connection.execute('SELECT id,username,password_hash,display_name,tenant_id,enabled,is_demo '
+            'FROM customer_users WHERE username=?',(get_setting('CUSTOMER_DEMO_USERNAME'),)).fetchone()
+        seed_local_grants(connection,row)
+
+
+def auth_stamp(row, tenants):
+    return hashlib.sha256((row[2] + '\n' + (scope_key(effective_tenants(tenants)) or '')).encode()).hexdigest()
+
+
+def allowed_user(row):
+    return bool(row and row[5] and (not row[6] or (
+        get_setting('CUSTOMER_DEMO_ENABLED') and row[1] == get_setting('CUSTOMER_DEMO_USERNAME'))))
+
+
+def attach_customer():
+    g.customer = None
+    g.customer_tenant_id = None
+    g.customer_tenant_ids = ()
+    token = request.cookies.get(COOKIE_NAME)
+    if not visitor_id() or not valid_key(token):
+        return
+    connection = connect()
+    try:
+        session = connection.execute('SELECT customer_id,auth_stamp FROM customer_sessions '
+            'WHERE token_hash=? AND visitor_id=? AND expires_at>?',
+            (hashlib.sha256(token.encode()).hexdigest(), visitor_id(), int(time.time()))).fetchone()
+        if not session:
+            return
+        row = connection.execute('SELECT id,username,password_hash,display_name,tenant_id,enabled,is_demo '
+                                 'FROM customer_users WHERE id=?', (session[0],)).fetchone()
+        tenants = effective_tenants(user_tenants(connection,row)) if row else ()
+        if allowed_user(row) and secrets.compare_digest(auth_stamp(row,tenants), session[1]):
+            g.customer = {'id':row[0], 'username':row[1], 'name':row[3]}
+            g.customer_tenant_id = tenants[0] if len(tenants) == 1 else None
+            g.customer_tenant_ids = tenants
+    finally:
+        connection.close()
+
+
+def current_customer_id():
+    customer = getattr(g, 'customer', None) if has_app_context() else None
+    return customer['id'] if customer else None
+
+
+def bind_order_conversation(conv_id):
+    """A conversation containing order facts also requires its customer login."""
+    if not conv_id:
+        return True
+    connection = connect()
+    try:
+        result = connection.execute('UPDATE chat_history SET customer_id=?,customer_scope=? WHERE id=? AND visitor_id=? '
+            'AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?))',
+            (current_customer_id(),current_scope_key(),conv_id,visitor_id(),current_customer_id(),current_scope_key()))
+        connection.commit()
+        return result.rowcount == 1
+    finally:
+        connection.close()
+
+
+def session_status():
+    return {'ok':True, 'authenticated':bool(g.customer), 'user':g.customer}
+
+
+def order_login_response():
+    if current_customer_id():
+        return {'t':'当前账号尚未关联订单，请联系人工客服。'}
+    return {'t':'请先使用客户账号登录并关联订单，再查询订单或物流轨迹。','login_required':True}
+
+
+def needs_customer_login(conv_id):
+    if current_customer_id():
+        return False
+    connection = connect()
+    try:
+        return bool(connection.execute('SELECT 1 FROM chat_history WHERE id=? AND visitor_id=? '
+            'AND customer_id IS NOT NULL',(conv_id,visitor_id())).fetchone())
+    finally:
+        connection.close()
+
+
+def login(data, attempts, lock):
+    if not isinstance(data, dict):
+        return {'ok':False, 'error':'请输入账号和密码。'}, 400
+    username, password = data.get('username'), data.get('password')
+    if not isinstance(username, str) or not isinstance(password, str) or not 1 <= len(username) <= 80 or not 1 <= len(password) <= 256:
+        return {'ok':False, 'error':'请输入有效的账号和密码。'}, 400
+    now = int(time.time())
+    # A separate short failed-login budget supplements the global request limiter.
+    ip = request.remote_addr or 'unknown'
+    with lock:
+        failures = [stamp for stamp in attempts.get(ip, []) if stamp > now - 300]
+        if len(attempts) > 2048:
+            for key in list(attempts):
+                if not attempts[key] or attempts[key][-1] <= now - 300:
+                    attempts.pop(key,None)
+        if len(failures) >= 5:
+            return {'ok':False, 'error':'登录尝试过多，请稍后重试。'}, 429
+        attempts[ip] = failures + [now]
+    connection = connect()
+    try:
+        row = connection.execute('SELECT id,username,password_hash,display_name,tenant_id,enabled,is_demo '
+                                 'FROM customer_users WHERE username=?', (username.strip(),)).fetchone()
+        digest = row[2] if row else get_setting('CUSTOMER_DEMO_PASSWORD_HASH')
+        try:
+            valid = check_password_hash(digest, password)
+        except (ValueError, TypeError):
+            valid = False
+        if not valid or not allowed_user(row):
+            return {'ok':False, 'error':'账号或密码不正确。'}, 403
+        with lock:
+            attempts.pop(ip, None)
+        if row[6] and not row[4] and not user_tenants(connection,row) and not connection.execute(
+                'SELECT scope_initialized FROM customer_users WHERE id=?',(row[0],)).fetchone()[0]:
+            tenant = demo_tenant(connection)
+            if tenant:
+                connection.execute("UPDATE customer_users SET tenant_id=? WHERE id=? AND tenant_id=''", (tenant,row[0]))
+                row = connection.execute('SELECT id,username,password_hash,display_name,tenant_id,enabled,is_demo '
+                                         'FROM customer_users WHERE id=?', (row[0],)).fetchone()
+            seed_local_grants(connection,row)
+        old_token = request.cookies.get(COOKIE_NAME)
+        if valid_key(old_token):
+            connection.execute('DELETE FROM customer_sessions WHERE token_hash=? AND visitor_id=?',
+                (hashlib.sha256(old_token.encode()).hexdigest(), visitor_id()))
+        token = secrets.token_hex(32)
+        connection.execute('DELETE FROM customer_sessions WHERE expires_at<=?', (now,))
+        connection.execute('INSERT INTO customer_sessions VALUES(?,?,?,?,?)',
+            (hashlib.sha256(token.encode()).hexdigest(),row[0],visitor_id(),auth_stamp(row,user_tenants(connection,row)),now+SESSION_SECONDS))
+        connection.commit()
+        response = jsonify({'ok':True,'authenticated':True,'user':{'id':row[0],'username':row[1],'name':row[3]}})
+        response.set_cookie(COOKIE_NAME,token,max_age=SESSION_SECONDS,httponly=True,secure=request.is_secure,samesite='Lax',path='/')
+        return response
+    finally:
+        connection.close()
+
+
+def logout():
+    token = request.cookies.get(COOKIE_NAME)
+    if valid_key(token):
+        connection = connect()
+        try:
+            connection.execute('DELETE FROM customer_sessions WHERE token_hash=? AND visitor_id=?',
+                (hashlib.sha256(token.encode()).hexdigest(),visitor_id()))
+            connection.commit()
+        finally:
+            connection.close()
+    response = jsonify({'ok':True,'authenticated':False,'user':None})
+    response.delete_cookie(COOKIE_NAME,path='/',secure=request.is_secure,httponly=True,samesite='Lax')
+    return response

logistics_chat/database_backup.py

@@ -0,0 +1,169 @@
+"""Verified SQLite snapshots and offline restore, independent of Flask lifecycle."""
+
+from contextlib import closing
+from datetime import datetime, timedelta, timezone
+import os
+from pathlib import Path
+import re
+import sqlite3
+import tempfile
+from threading import Event, Thread
+import time
+import uuid
+
+CHINA_TIME = timezone(timedelta(hours=8))
+
+
+def read_connection(path):
+    return sqlite3.connect(Path(path).resolve().as_uri() + '?mode=ro', uri=True, timeout=30)
+
+
+def check_database(path):
+    """Read-only full integrity check; never create a missing source."""
+    with closing(read_connection(path)) as connection:
+        rows = connection.execute('PRAGMA integrity_check').fetchall()
+    if rows != [('ok',)]:
+        raise sqlite3.DatabaseError('Database integrity check failed')
+    return 'ok'
+
+
+def snapshot_database(source, destination):
+    """Include committed WAL data, verify, then publish without overwriting a file."""
+    source, destination = Path(source).resolve(), Path(destination).resolve()
+    if source == destination:
+        raise ValueError('Backup must differ from source database')
+    if destination.exists():
+        raise FileExistsError(destination)
+    destination.parent.mkdir(parents=True, exist_ok=True)
+    descriptor, temporary = tempfile.mkstemp(prefix='.sqlite-backup-', suffix='.tmp', dir=destination.parent)
+    os.close(descriptor)
+    temporary = Path(temporary)
+    deadline = time.monotonic() + 120
+
+    def progress(status, remaining, total):
+        if time.monotonic() > deadline:
+            raise TimeoutError('SQLite backup exceeded 120 seconds')
+
+    try:
+        with closing(read_connection(source)) as original, closing(sqlite3.connect(temporary)) as target:
+            original.backup(target, pages=256, progress=progress, sleep=0.05)
+            # Publish a standalone file even when the source database uses WAL.
+            target.execute('PRAGMA journal_mode=DELETE')
+        check_database(temporary)
+        with temporary.open('r+b') as handle:
+            os.fsync(handle.fileno())
+        # Hard-link publication is atomic and refuses an existing destination.
+        os.link(temporary, destination)
+        return destination
+    finally:
+        temporary.unlink(missing_ok=True)
+        for suffix in ('-wal', '-shm', '-journal'):
+            Path(str(temporary) + suffix).unlink(missing_ok=True)
+
+
+def unique_backup_path(directory, prefix):
+    timestamp = datetime.now(CHINA_TIME).strftime('%Y%m%d-%H%M%S-%f')
+    return Path(directory) / f'{prefix}-{timestamp}-{uuid.uuid4().hex[:8]}.db'
+
+
+def prune_migration_snapshots(directory, keep=5):
+    """Call after publishing a verified snapshot, under the startup write lock."""
+    if keep < 1:
+        raise ValueError('At least one migration snapshot must be retained')
+    snapshots = []
+    for candidate in Path(directory).iterdir():
+        if (re.fullmatch(r'pre-migration-\d{8}-\d{6}-\d{6}-[0-9a-f]{8}\.db', candidate.name)
+                and not candidate.is_symlink() and candidate.is_file()):
+            snapshots.append(candidate)
+    # Generated names sort by their creation timestamps, independently of copied mtimes.
+    for candidate in sorted(snapshots, key=lambda path: path.name, reverse=True)[keep:]:
+        candidate.unlink(missing_ok=True)
+
+
+def daily_backup(database, directory, now=None):
+    now = now or datetime.now(CHINA_TIME)
+    directory = Path(directory)
+    destination = directory / ('history_' + now.strftime('%Y%m%d') + '.db')
+    if destination.exists():
+        check_database(destination)
+    else:
+        try:
+            snapshot_database(database, destination)
+        except FileExistsError:
+            # Another worker published the same day's complete snapshot.
+            check_database(destination)
+    cutoff = now.date() - timedelta(days=6)
+    for candidate in directory.iterdir():
+        match = re.fullmatch(r'history_(\d{8})\.db', candidate.name)
+        if not match or candidate.is_symlink() or not candidate.is_file():
+            continue
+        try:
+            old = datetime.strptime(match[1], '%Y%m%d').date()
+        except ValueError:
+            continue
+        if old < cutoff:
+            candidate.unlink(missing_ok=True)
+    return destination
+
+
+def restore_database(database, backup, directory):
+    """Offline only: keep current state, stage a verified copy, and replace atomically."""
+    database, backup, directory = Path(database).resolve(), Path(backup).resolve(), Path(directory).resolve()
+    if backup.parent != directory or backup == database or backup.suffix != '.db':
+        raise ValueError('Restore input must be a .db file inside the configured backup directory')
+    check_database(backup)
+    # Avoid silently detaching a live WAL/journal from a replacement database.
+    for suffix in ('-wal', '-shm', '-journal'):
+        if Path(str(database) + suffix).exists():
+            raise RuntimeError('Database has SQLite sidecar files; stop all users and checkpoint before restoring')
+    safety = None
+    if database.exists():
+        safety = snapshot_database(database, unique_backup_path(directory, 'pre-restore'))
+        # Reading a clean WAL database may create coordination files. Let SQLite
+        # checkpoint/remove these under the declared offline maintenance window.
+        with closing(sqlite3.connect(database, timeout=30)) as current:
+            current.execute('PRAGMA wal_checkpoint(TRUNCATE)')
+            current.execute('PRAGMA journal_mode=DELETE')
+        for suffix in ('-wal', '-shm', '-journal'):
+            if Path(str(database) + suffix).exists():
+                raise RuntimeError('SQLite sidecars remain; database is not ready for offline restore')
+    staged = database.with_name('.restore-' + uuid.uuid4().hex + '.db')
+    try:
+        snapshot_database(backup, staged)
+        os.replace(staged, database)
+    finally:
+        staged.unlink(missing_ok=True)
+    return safety
+
+
+class DailyBackupWorker:
+    """One stoppable task per app; daily files also coordinate independent processes."""
+
+    def __init__(self, app):
+        self.app = app
+        self.stop_event = Event()
+        # First tick rechecks startup's backup, including a startup crossing midnight.
+        self.last_date = None
+        self.thread = Thread(target=self.run, name='sqlite-daily-backup', daemon=True)
+
+    def tick(self, now=None):
+        now = now or datetime.now(CHINA_TIME)
+        if now.date() == self.last_date:
+            return False
+        daily_backup(self.app.config['DATABASE'], self.app.config['BACKUP_DIR'], now)
+        self.last_date = now.date()
+        return True
+
+    def run(self):
+        while not self.stop_event.wait(60):
+            try:
+                self.tick()
+            except Exception:
+                self.app.logger.exception('Daily SQLite backup failed; will retry in 60 seconds')
+
+    def start(self):
+        self.thread.start()
+
+    def stop(self):
+        self.stop_event.set()
+        self.thread.join(timeout=2)

logistics_chat/db.py

@@ -1,14 +1,14 @@
 """SQLite schema, history persistence and backups; initialized explicitly by create_app."""
 
-import os
-import re
-import shutil
 import sqlite3
 from datetime import datetime, timedelta
 from pathlib import Path
 
 from .config import get_setting
 from .tracking import card_to_text
+from .database_backup import check_database, daily_backup, prune_migration_snapshots, snapshot_database, unique_backup_path
+
+SCHEMA_VERSION = 4
 
 
 def connect():
@@ -36,6 +36,47 @@ def now_str():
 def init_db():
     Path(get_setting('DATABASE')).parent.mkdir(parents=True, exist_ok=True)
     conn = connect()
+    try:
+        # A reserved write lock serializes snapshots and schema migration across workers.
+        conn.execute('BEGIN IMMEDIATE')
+        has_tables = conn.execute("SELECT 1 FROM sqlite_master WHERE type='table' AND name NOT LIKE 'sqlite_%' LIMIT 1").fetchone()
+        version = 0
+        if conn.execute("SELECT 1 FROM sqlite_master WHERE type='table' AND name='schema_meta'").fetchone():
+            row = conn.execute("SELECT value FROM schema_meta WHERE key='schema_version'").fetchone()
+            if row:
+                version = int(row[0])
+        if version > SCHEMA_VERSION:
+            raise RuntimeError('Database schema is newer than this application; refusing downgrade')
+        if version < 0:
+            raise RuntimeError('Invalid database schema version')
+        if [number for number, operation in MIGRATIONS] != list(range(1, SCHEMA_VERSION + 1)):
+            raise RuntimeError('Database migration registry has missing or unordered versions')
+        if has_tables:
+            snapshot_database(get_setting('DATABASE'), unique_backup_path(get_setting('BACKUP_DIR'), 'pre-migration'))
+            prune_migration_snapshots(get_setting('BACKUP_DIR'), keep=5)
+        conn.execute('CREATE TABLE IF NOT EXISTS schema_meta (key TEXT PRIMARY KEY, value TEXT NOT NULL)')
+        for target_version, migration in MIGRATIONS:
+            if version < target_version <= SCHEMA_VERSION:
+                migration(conn)
+                conn.execute("INSERT OR REPLACE INTO schema_meta VALUES('schema_version',?)", (str(target_version),))
+        if version == SCHEMA_VERSION:
+            # Retain legacy schema reconciliation for tables maintained by older tools.
+            _initialize_schema(conn)
+            _upgrade_ticket_workflow(conn)
+            _upgrade_ticket_history(conn)
+        conn.execute("INSERT OR REPLACE INTO schema_meta VALUES('schema_version',?)", (str(SCHEMA_VERSION),))
+        if conn.execute('PRAGMA quick_check').fetchall() != [('ok',)]:
+            raise sqlite3.DatabaseError('Database validation failed after migration')
+        conn.commit()
+    except Exception:
+        conn.rollback()
+        raise
+    finally:
+        conn.close()
+
+
+def _initialize_schema(conn):
+    """Version 1 baseline reconciliation preserves supported legacy table layouts."""
     cur = conn.cursor()
     cur.execute('''
     CREATE TABLE IF NOT EXISTS chat_history (
@@ -48,6 +89,23 @@ def init_db():
     if 'utime' not in cols:
         cur.execute('ALTER TABLE chat_history ADD COLUMN utime TEXT')
         cur.execute('UPDATE chat_history SET utime = ctime WHERE utime IS NULL')
+    if 'visitor_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN visitor_id TEXT')
+    if 'customer_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_id INTEGER')
+    if 'customer_scope' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_scope TEXT')
+        if 'customer_tenant_id' in cols:
+            # Preserve conversations created by the earlier local single-tenant login.
+            import hashlib
+            import json
+            for cid, tenant in cur.execute('SELECT id,customer_tenant_id FROM chat_history WHERE customer_id IS NOT NULL').fetchall():
+                scope = hashlib.sha256(json.dumps([tenant],ensure_ascii=False).encode()).hexdigest() if tenant else None
+                cur.execute('UPDATE chat_history SET customer_scope=? WHERE id=?',(scope,cid))
+    cur.execute('CREATE INDEX IF NOT EXISTS idx_chat_visitor ON chat_history(visitor_id, id)')
+    cur.execute('''CREATE TABLE IF NOT EXISTS visitor_uploads (
+        filename TEXT PRIMARY KEY, visitor_id TEXT NOT NULL, ctime TEXT NOT NULL
+    )''')
     cur.execute('''
     CREATE TABLE IF NOT EXISTS messages (
         id INTEGER PRIMARY KEY AUTOINCREMENT,
@@ -87,6 +145,20 @@ def init_db():
     hm_cols = [r[1] for r in cur.execute('PRAGMA table_info(human_messages)').fetchall()]
     if 'read_at' not in hm_cols:
         cur.execute('ALTER TABLE human_messages ADD COLUMN read_at TEXT')
+    if 'recalled_id' not in hm_cols:
+        cur.execute('ALTER TABLE human_messages ADD COLUMN recalled_id INTEGER')
+    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 ''")
+    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
+    )
+    ''')
     cur.execute('''
     CREATE TABLE IF NOT EXISTS agents (
         username TEXT PRIMARY KEY,
@@ -112,34 +184,39 @@ def init_db():
         status TEXT
     )
     ''')
+    from .order_data import init_order_table
+    init_order_table(conn)
+    from .customer_service import init_customer_tables
+    init_customer_tables(conn)
+    from .staff_service import init_staff_tables
+    init_staff_tables(conn)
     old = cur.execute('SELECT id, title FROM chat_history WHERE id NOT IN (SELECT DISTINCT conv_id FROM messages)').fetchall()
     for cid, title in old:
         cur.execute('INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)', (cid, 'user', title, now_str()))
-    conn.commit()
-    conn.close()
+
+
+def _upgrade_ticket_workflow(conn):
+    from .ticket_service import init_ticket_tables
+    init_ticket_tables(conn)
+
+
+def _upgrade_ticket_history(conn):
+    from .ticket_service import init_ticket_history
+    init_ticket_history(conn)
+
+
+def _upgrade_order_admin(conn):
+    from .order_admin_service import init_order_admin_tables
+    init_order_admin_tables(conn)
+
+
+MIGRATIONS = ((1, _initialize_schema), (2, _upgrade_ticket_workflow),
+              (3, _upgrade_ticket_history), (4, _upgrade_order_admin))
 
 
 def backup_db():
-    """启动时把数据库备份到 backups/，文件名带日期，只保留最近 7 天"""
-    try:
-        bdir = get_setting('BACKUP_DIR')
-        os.makedirs(bdir, exist_ok=True)
-        today = datetime.now().strftime('%Y%m%d')
-        dst = os.path.join(bdir, f'history_{today}.db')
-        if not os.path.exists(dst):
-            shutil.copy2(get_setting('DATABASE'), dst)
-        cutoff = datetime.now() - timedelta(days=7)
-        for f in os.listdir(bdir):
-            m = re.match('history_(\\d{8})\\.db$', f)
-            if not m:
-                continue
-            try:
-                if datetime.strptime(m.group(1), '%Y%m%d') < cutoff:
-                    os.remove(os.path.join(bdir, f))
-            except Exception:
-                pass
-    except Exception as e:
-        print(f'[数据库备份失败] {e}')
+    """Verified daily online snapshot; failures propagate rather than claiming success."""
+    return daily_backup(get_setting('DATABASE'), get_setting('BACKUP_DIR'))
 
 
 def cleanup_old_conversations():
@@ -187,7 +264,12 @@ def save_message(conv_id, role, content):
         if last and last[0] == 'user' and (last[1] == content):
             conn.close()
             return 'duplicate'
-    cur.execute('INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)', (conv_id, role, content, now_str()))
+    inserted = cur.execute('INSERT INTO messages(conv_id, role, content, ctime) '
+                           'SELECT ?,?,?,? WHERE EXISTS(SELECT 1 FROM chat_history WHERE id=?)',
+                           (conv_id, role, content, now_str(), conv_id)).rowcount
+    if not inserted:
+        conn.close()
+        return 'deleted'
     if role == 'user':
         row = cur.execute('SELECT title FROM chat_history WHERE id=?', (conv_id,)).fetchone()
         if row and (not row[0] or row[0] == '新对话'):

logistics_chat/file_service.py

@@ -1,22 +1,36 @@
 """Attachment validation, storage and retention without request parsing."""
 
 import os
-import random
+import secrets
+import re
 import time
 from datetime import datetime
+from urllib.parse import unquote
 
 from .config import get_setting
 
 
 
 def cleanup_uploads():
-    """删除 uploads/ 里 7 天前的图片"""
+    """Keep attachments referenced by chat history; expire unused uploads after 7 days."""
     try:
         udir = get_setting('UPLOAD_DIR')
         if not os.path.isdir(udir):
             return
+        from .db import connect
+        connection = connect()
+        try:
+            referenced = set()
+            rows = connection.execute("SELECT content FROM messages WHERE content LIKE '%/uploads/%' "
+                                      "UNION ALL SELECT content FROM human_messages WHERE content LIKE '%/uploads/%'")
+            for (content,) in rows:
+                referenced.update(unquote(name) for name in re.findall(r'/uploads/([A-Za-z0-9_.%-]+)', content or ''))
+        finally:
+            connection.close()
         cutoff = time.time() - 7 * 86400
         for f in os.listdir(udir):
+            if f in referenced:
+                continue
             fp = os.path.join(udir, f)
             if os.path.isfile(fp) and os.path.getmtime(fp) < cutoff:
                 os.remove(fp)
@@ -40,7 +54,18 @@ def upload_file(files):
     if size > get_setting('MAX_UPLOAD_MB') * 1024 * 1024:
         return ({'ok': False, 'error': f"文件超过 {get_setting('MAX_UPLOAD_MB')}MB"}, 400)
     os.makedirs(get_setting('UPLOAD_DIR'), exist_ok=True)
-    safe_name = f"{datetime.now().strftime('%Y%m%d%H%M%S')}_{random.randint(1000, 9999)}{ext}"
+    safe_name = secrets.token_hex(16) + ext
     f.save(os.path.join(get_setting('UPLOAD_DIR'), safe_name))
+    from .db import connect, now_str
+    from .visitor_service import visitor_id
+    owner = visitor_id()
+    if owner:
+        connection = connect()
+        try:
+            with connection:
+                connection.execute('INSERT INTO visitor_uploads(filename,visitor_id,ctime) VALUES(?,?,?)',
+                                   (safe_name, owner, now_str()))
+        finally:
+            connection.close()
     is_image = ext in ('.png', '.jpg', '.jpeg', '.gif', '.webp')
     return {'ok': True, 'name': f.filename, 'url': f'/uploads/{safe_name}', 'is_image': is_image}

logistics_chat/history_service.py

@@ -1,27 +1,39 @@
 """Conversation CRUD with unchanged response data."""
 
 from .db import connect, now_str
+from .visitor_service import visitor_id, owns_conversation
+from .customer_service import current_customer_id, current_scope_key
+
+
+WELCOME_TEXT = '您好！欢迎咨询柏悦物流智能客服，可以咨询运费、时效或联系人工客服。'
 
 
 def new_chat():
     now = now_str()
     conn = connect()
     cur = conn.cursor()
-    cur.execute('INSERT INTO chat_history(title, ctime, utime) VALUES (?,?,?)', ('新对话', now, now))
+    cur.execute('INSERT INTO chat_history(title, ctime, utime, visitor_id) VALUES (?,?,?,?)',
+                ('新对话', now, now, visitor_id()))
     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 {'id': conv_id}
+    return {'id': conv_id, 'welcome': WELCOME_TEXT}
 
 
 def get_history():
     conn = connect()
-    rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history ORDER BY COALESCE(utime, ctime) DESC, id DESC').fetchall()
+    rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history WHERE visitor_id=? '
+                        'AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?)) '
+                        'ORDER BY COALESCE(utime, ctime) DESC, id DESC', (visitor_id(),current_customer_id(),current_scope_key())).fetchall()
     conn.close()
     return [{'id': r[0], 'title': r[1], 'ctime': r[2], 'utime': r[3]} for r in rows]
 
 
 def get_messages(conv_id):
+    if not owns_conversation(conv_id):
+        return []
     conn = connect()
     rows = conn.execute('SELECT role, content, ctime FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT 100', (conv_id,)).fetchall()
     conn.close()
@@ -30,8 +42,12 @@ def get_messages(conv_id):
 
 
 def del_history(hid):
+    if not owns_conversation(hid):
+        return {'ok': False}, 404
     conn = connect()
     cur = conn.cursor()
+    cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions WHERE conv_id=?)', (hid,))
+    cur.execute('DELETE FROM human_sessions WHERE conv_id=?', (hid,))
     cur.execute('DELETE FROM messages WHERE conv_id=?', (hid,))
     cur.execute('DELETE FROM chat_history WHERE id=?', (hid,))
     conn.commit()
@@ -42,8 +58,14 @@ def del_history(hid):
 def clear_all():
     conn = connect()
     cur = conn.cursor()
-    cur.execute('DELETE FROM messages')
-    cur.execute('DELETE FROM chat_history')
+    owner = visitor_id()
+    owned = 'SELECT id FROM chat_history WHERE visitor_id=? AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?))'
+    scope = (owner,current_customer_id(),current_scope_key())
+    cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions '
+                'WHERE conv_id IN ('+owned+'))', scope)
+    cur.execute('DELETE FROM human_sessions WHERE conv_id IN ('+owned+')', scope)
+    cur.execute('DELETE FROM messages WHERE conv_id IN ('+owned+')', scope)
+    cur.execute('DELETE FROM chat_history WHERE id IN ('+owned+')', scope)
     conn.commit()
     conn.close()
     return {'ok': True}

logistics_chat/hooks.py

@@ -2,12 +2,15 @@
 
 import time
 
-from flask import current_app, jsonify, request
+from flask import current_app, g, jsonify, request
 
 
 def rate_limit():
+    # Authenticated staff polling has a separate trust boundary from public traffic.
+    if getattr(g, 'staff', None):
+        return None
     path = request.path
-    if path == '/healthz' or path.startswith('/static') or path.startswith('/api/human/'):
+    if path in ('/healthz', '/api/visitor/human/poll') or path.startswith('/static') or path.startswith('/api/human/'):
         return None
     ip = request.remote_addr or 'unknown'
     now = time.time()
@@ -21,7 +24,7 @@ def rate_limit():
 
 
 def no_cache_html(response):
-    if response.mimetype in ('text/html', 'text/event-stream'):
+    if response.mimetype in ('text/html', 'text/event-stream') or request.path.startswith('/api/'):
         response.headers['Cache-Control'] = 'no-store, no-cache, must-revalidate'
         response.headers['Pragma'] = 'no-cache'
         response.headers['Expires'] = '0'

logistics_chat/human_service.py

@@ -1,17 +1,28 @@
 """Human conversation lifecycle; typing state is supplied by the app."""
 
 import time
-from datetime import datetime
+from datetime import datetime, datetime as DateTime, timedelta, timezone
+from math import ceil
 
 from .db import connect
 
+SERVICE_TIMEZONE = timezone(timedelta(hours=8))
+QUEUE_TIMEOUT_SECONDS = 5 * 60
+
 
 def human_request(data):
     conv_id = data.get('conv_id')
     if not conv_id:
         return ({'ok': False, 'error': 'no conv'}, 400)
-    now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+    service_time = datetime.now(SERVICE_TIMEZONE)
+    if not 8 <= service_time.hour < 22:
+        return {'ok': False, 'closed': True, 'msg': '人工客服工作时间为每天北京时间8:00-22:00，当前为非工作时间，请留言'}
+    now = service_time.strftime('%Y-%m-%d %H:%M:%S')
     conn = connect()
+    conn.execute('BEGIN IMMEDIATE')
+    if not conn.execute('SELECT 1 FROM chat_history WHERE id=?', (conv_id,)).fetchone():
+        conn.close()
+        return ({'ok':False, 'error':'conversation_not_found'}, 404)
     row = conn.execute("SELECT id FROM human_sessions WHERE conv_id=? AND status!='closed' ORDER BY id DESC LIMIT 1", (conv_id,)).fetchone()
     if row:
         sid = row[0]
@@ -25,24 +36,35 @@ def human_request(data):
 
 def human_poll(sid, after, typing_map):
     conn = connect()
-    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()
+    msgs = conn.execute('SELECT id, side, content, ctime, read_at, recalled_id FROM human_messages WHERE session_id=? AND id>? ORDER BY id', (sid, after)).fetchall()
+    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 {'status': st[0] if st else 'closed', 'typing': is_typing, 'messages': [{'id': m[0], 'side': m[1], 'content': m[2], 'ctime': m[3], 'read': bool(m[4])} for m in msgs]}
+    return {'status': st[0] if st else 'closed', 'note': st[1] if st else '',
+            'typing': is_typing, 'messages': [dict(id=m[0], side=m[1], content=m[2], ctime=m[3],
+                read=bool(m[4]), **({'recalled_id': m[5]} if m[5] else {})) for m in msgs]}
 
 
 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()
@@ -50,10 +72,24 @@ def human_send(data):
 
 
 def human_queue():
+    now = datetime.now(SERVICE_TIMEZONE).replace(tzinfo=None)
     conn = connect()
     rows = conn.execute("SELECT id, conv_id, status, ctime FROM human_sessions WHERE status='waiting' ORDER BY id").fetchall()
     conn.close()
-    return [{'id': r[0], 'conv_id': r[1], 'ctime': r[3]} for r in rows]
+    queue = []
+    for row in rows:
+        try:
+            created = DateTime.fromisoformat(row[3])
+            if created.strftime('%Y-%m-%d %H:%M:%S') != row[3]:
+                raise ValueError('Invalid queue timestamp')
+            elapsed = max(0, int((now-created).total_seconds()))
+        except (ValueError, TypeError):
+            elapsed = 0
+        overdue = elapsed > QUEUE_TIMEOUT_SECONDS
+        queue.append({'id':row[0], 'conv_id':row[1], 'ctime':row[3],
+                      'waiting_minutes':elapsed//60, 'overdue':overdue,
+                      'overdue_minutes':max(1,ceil((elapsed-QUEUE_TIMEOUT_SECONDS)/60)) if overdue else 0})
+    return queue
 
 
 def human_active():
@@ -66,10 +102,11 @@ def human_active():
 def human_accept(data):
     sid = data.get('sid')
     conn = connect()
-    conn.execute("UPDATE human_sessions SET status='active' WHERE id=?", (sid,))
+    changed = conn.execute("UPDATE human_sessions SET status='active' WHERE id=? AND status IN ('waiting','active') "
+                           'AND EXISTS(SELECT 1 FROM chat_history WHERE id=human_sessions.conv_id)', (sid,)).rowcount
     conn.commit()
     conn.close()
-    return {'ok': True}
+    return {'ok': True} if changed else ({'ok':False, 'error':'session_closed_or_missing'}, 409)
 
 
 def human_close(data):
@@ -81,6 +118,55 @@ def human_close(data):
     return {'ok': True}
 
 
+def human_transfer(data, typing_map):
+    sid = data.get('sid')
+    conn = connect()
+    changed = conn.execute("UPDATE human_sessions SET status='waiting' WHERE id=? AND status='active'", (sid,)).rowcount
+    if not changed:
+        conn.close()
+        return ({'ok': False, 'error': '会话当前无法转接'}, 409)
+    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()
+    typing_map.pop(str(sid), None)
+    return {'ok': True}
+
+
+def human_note(data):
+    note = data.get('note', '')
+    if not isinstance(note, str):
+        return ({'ok': False}, 400)
+    conn = connect()
+    changed = conn.execute('UPDATE human_sessions SET note=? WHERE id=?', (note, data.get('sid'))).rowcount
+    conn.commit()
+    conn.close()
+    return {'ok': True} if changed else ({'ok': False}, 404)
+
+
+def human_recall(data):
+    conn = connect()
+    mid = data.get('mid')
+    # Only the first request can change the original message; retries emit no duplicate event.
+    conn.execute('BEGIN IMMEDIATE')
+    row = conn.execute('SELECT session_id, side, content FROM human_messages WHERE id=?', (mid,)).fetchone()
+    if not row:
+        conn.close()
+        return ({'ok': False}, 404)
+    if row[1] == 'system' and row[2] == '该消息已撤回':
+        conn.close()
+        return {'ok': True}
+    if row[1] != 'agent':
+        conn.close()
+        return ({'ok': False}, 400)
+    conn.execute("UPDATE human_messages SET side='system', content='该消息已撤回' WHERE id=?", (mid,))
+    conn.execute('INSERT INTO human_messages(session_id, side, content, ctime, recalled_id) VALUES(?,?,?,?,?)',
+                 (row[0], 'system', '该消息已撤回', datetime.now().strftime('%Y-%m-%d %H:%M:%S'), mid))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
 def human_typing(data, typing_map):
     sid = data.get('sid')
     typing_map[str(sid)] = time.time()

logistics_chat/knowledge.py

@@ -2,24 +2,209 @@
 
 
 knowledge_list = [
+    # ==================== 一、订单 ====================
     {
-        "keys":["公司","柏悦","柏悦物流","介绍","哪家","哪家货代","你们是哪家"],
-        "text":"浙江柏悦物流位于义乌，主营中欧跨境物流专线，依托义乌、宁波口岸优势，服务中小跨境卖家。主要渠道：欧洲海运快线、义乌-中欧铁路、中欧卡航、欧洲空运（空派）、英国空运，均支持欧洲、英国双清包税与VAT递延。义乌、泉州、广州、深圳均可交仓。"
+        "keys": ["查询订单", "查订单", "订单查询", "订单在哪里", "我的订单在哪", "帮我查订单", "为什么查不到订单"],
+        "text": (
+            "请提供订单号、入仓号或关联运单号，并核验订单归属。"
+            "查询结果以实际记录为准。查不到时，应核对号码、查询范围和数据同步情况，"
+            "不能直接认定没有发货，也不能编造运输或清关结果。"
+        )
     },
     {
-        "keys":["海运","船运","海派","海运快线","樱花快线"],
+        "keys": ["订单号和运单号", "订单号是什么", "运单号是什么", "入仓号是什么", "入仓码是什么", "一票多个单号", "主子订单"],
+        "text": (
+            "订单号识别业务订单，入仓号用于收货归集，运单号识别运输任务或包裹。"
+            "一票货可能因分包、分批或阶段换号产生多个编号，"
+            "应根据实际关联记录分别确认，不能把换号当成新增货物。"
+        )
+    },
+    {
+        "keys": ["付款后没发货", "付款了没发货", "下单后没发货", "下单后多久发货", "修改订单", "订单能修改吗", "取消订单", "订单能取消吗", "更换渠道"],
+        "text": (
+            "下单或付款成功不代表已出运，还需核对收货、审核和运输安排。"
+            "修改、取消或换渠道需根据当前操作阶段确认。"
+            "变更申请不等于执行成功，是否产生费用按适用规则确认。"
+        )
+    },
+
+    # ==================== 二、客户信息 ====================
+    {
+        "keys": ["手机号查订单", "用手机号查", "客户编号查订单", "客户号查订单", "公司名称查订单", "用公司名查", "代客户查询", "帮别人查订单"],
+        "text": (
+            "可按系统支持的方式辅助查找，但必须核验身份、订单归属及代理权限。"
+            "不能仅凭手机号或公司名称披露他人的完整订单、地址和联系方式。"
+            "查询权限与修改权限需要分别确认。"
+        )
+    },
+    {
+        "keys": ["联系人填错", "联系人写错", "手机号填错", "电话填错", "邮箱填错", "客户资料修改", "客户信息修改"],
+        "text": (
+            "客户账户资料与本票收发货资料需要分别管理。"
+            "修改账户资料不一定同步修改历史和在途订单。"
+            "在途信息变更需确认相关操作方是否接受并生效。"
+        )
+    },
+    {
+        "keys": ["订单负责人", "谁负责这票", "客户待办", "没收到通知"],
+        "text": (
+            "负责人、客户待办和通知情况应根据实际记录确认。"
+            "待办需说明具体事项、提交渠道及已确认的期限。"
+            "没有联系或送达记录时，不能认定客户已收到通知；"
+            "没有分配记录时，不能编造负责人和反馈时间。"
+        )
+    },
+
+    # ==================== 三、地址 ====================
+    {
+        "keys": ["收货地址怎么填", "地址怎么填写", "地址怎么写", "邮编不对", "邮编错误", "地址不完整", "地址不全", "缺少门牌"],
+        "text": (
+            "国际收货地址通常需要国家、州省、城市、街道、门牌、邮编、收件人及电话。"
+            "缺失或不匹配可能影响派送，具体要求以目的地和承运商为准。"
+            "补交资料后仍需确认是否修改成功。"
+        )
+    },
+    {
+        "keys": ["最终送到哪里", "最后送到哪里", "收货地址确认", "目的地址是什么", "提货地址和收货地址", "提货地址一样吗"],
+        "text": (
+            "提货、交仓、中转、清关和最终收货地址用途不同。"
+            "最终目的地应查询本票已生效的地址，并按权限展示。"
+            "到达中转仓或清关场所，不代表到达最终收货地址。"
+        )
+    },
+    {
+        "keys": ["修改收货地址", "改地址", "地址可以修改吗", "可以改地址吗", "更换收件人", "收件人可以改吗", "收件人改地址", "改送其他仓", "换仓地址", "FBA地址确认"],
+        "text": (
+            "改址需要核对货物阶段和执行方处理能力，"
+            "未确认生效前不能告知新地址已启用。"
+            "FBA或海外仓需核对当前货件完整地址及仓代码，"
+            "不能仅按历史仓代码表安排配送。"
+        )
+    },
+
+    # ==================== 四、节点 ====================
+    {
+        "keys": ["节点是什么意思", "什么叫节点", "节点和轨迹", "节点是什么", "已提交是什么意思", "订单已提交", "已接单是什么意思"],
+        "text": (
+            "节点是某一步发生的事件，轨迹是多个运输事件组成的记录。"
+            "已提交、审核通过、已接单属于业务处理状态，"
+            "本身不能证明仓库收到实物或货物已经出运。"
+        )
+    },
+    {
+        "keys": ["已预报是什么意思", "预报是什么意思", "已入仓是什么意思", "入仓是什么意思", "已装柜是什么意思", "装柜是什么意思", "已出运是什么意思", "出运了吗"],
+        "text": (
+            "已预报通常表示信息已提交，不一定已交实物；"
+            "已入仓表示仓库收货，不一定完成检查；"
+            "已装柜表示完成装载，不代表已经离港。"
+            "已出运需有实际离港、起飞、发车或交运依据。"
+        )
+    },
+    {
+        "keys": ["到港是什么意思", "到港了吗", "已提取是什么意思", "提取是什么意思", "已交末端是什么意思", "交末端是什么意思", "派送中是什么意思", "开始派送了吗"],
+        "text": (
+            "到港表示到达港口，之后可能仍需清关和交接。"
+            "已提取、已交末端通常表示当地承运商接收货物，需要核对接收方。"
+            "派送中表示进入配送环节，以上均不等于收件人签收。"
+        )
+    },
+
+    # ==================== 五、轨迹 ====================
+    {
+        "keys": ["完整物流轨迹", "物流轨迹怎么查", "运输轨迹怎么查", "有单号没有轨迹", "有单号查不到", "轨迹好几天没更新", "物流几天没更新", "轨迹不更新"],
+        "text": (
+            "轨迹应说明数据来源、覆盖范围及最后有效事件时间。"
+            "暂无记录可能涉及未交接、扫描未回传或查询源异常，需要核实。"
+            "长期没有更新不能直接认定丢失，没有数据的阶段不能自行补齐。"
+        )
+    },
+    {
+        "keys": ["换单号后怎么查", "单号换了", "新旧单号", "官网轨迹不一样", "轨迹不一致", "节点重复", "节点时间不一致"],
+        "text": (
+            "换号需保留新旧编号关联。"
+            "不同来源或节点时间不一致时，应核对时区、原始事件、回传及更正记录。"
+            "同步时间较新不一定代表事件较新，排查方向不能当作已确认原因。"
+        )
+    },
+    {
+        "keys": ["实时位置", "货物现在在哪", "预计到达时间", "预计什么时候到", "轨迹能证明签收吗", "轨迹能当到货证明吗", "模拟轨迹"],
+        "text": (
+            "节点地点通常表示某时经过该处，不等于实时定位。"
+            "预计到达时间属于计划，应注明来源和条件。"
+            "签收争议需核对POD等凭证，演示或模拟轨迹不能证明真实运输和交付。"
+        )
+    },
+
+    # ==================== 六、货物状态 ====================
+    {
+        "keys": ["履约中是什么意思", "履约中代表什么", "头程完成是什么意思", "头程完成了吗", "订单完成就是签收吗", "订单完成是不是签收"],
+        "text": (
+            "履约中表示订单正在执行，不能据此判断具体位置或清关阶段。"
+            "当前系统的头程订单已完成，不等于末端已签收，"
+            "也不能直接证明客户已收到货物。"
+        )
+    },
+    {
+        "keys": ["货物是否完好", "货物完好吗", "有没有少件", "少了几件", "货物受潮", "货物进水", "部分到货", "部分签收", "只到了一部分"],
+        "text": (
+            "货况需依据检查、交接件数和照片等记录确认，运输正常不能证明完好。"
+            "部分到货或签收时，应分别核对总件数及各件进度。"
+            "没有检查依据时说明尚未核实，不能用一件状态代表整票。"
+        )
+    },
+    {
+        "keys": ["已签收但没收到", "显示签收没收到", "签收人不认识", "谁签收的", "货物异常", "物流异常", "滞留是什么意思", "货物滞留"],
+        "text": (
+            "签收争议应核对签收人、交付地点、代收及POD，必要时调查。"
+            "异常或滞留需明确发生环节和实际原因，不能直接等同海关扣货。"
+            "调查前不能擅自认定货物丢失或客户已经收到。"
+        )
+    },
+
+    # ==================== 七、清关 ====================
+    {
+        "keys": ["清关了吗", "我的货清关了吗", "是否清关", "清关完成没有", "清关完成了吗", "有没有放行", "出口放行就是清关完成吗"],
+        "text": (
+            "查询清关需明确国家、出口或进口环节，并核对有效记录。"
+            "出口放行不代表目的国进口清关完成，到港和已付款也不能证明放行。"
+            "没有可靠数据时应说明暂未取得结果，不能把未知当作已完成或未完成。"
+        )
+    },
+    {
+        "keys": ["已申报是什么意思", "申报了吗", "清关中是什么意思", "现在清关中吗", "查验是不是没收", "被查验了吗", "清关为什么慢", "清关怎么还没好"],
+        "text": (
+            "申报动作、申报受理和放行需分别核实；"
+            "清关中表示手续正在处理，查验不等于没收。"
+            "具体等待原因以实际反馈为准，"
+            "不能保证统一天数或一定放行，清关状态也不一定按固定顺序变化。"
+        )
+    },
+    {
+        "keys": ["清关完为什么没派送", "清关了怎么没派送", "整票都清关了吗", "是不是整票放行", "税款交了吗", "税交了吗", "放行证明", "清关证明"],
+        "text": (
+            "资料、税费和放行状态需分别核实，客户付款不一定代表税款已缴。"
+            "放行范围需核对申报单、批次及包裹，不能用一件代表整票。"
+            "放行后可能仍需提货和末端交接；凭证提供需核对关联、授权和脱敏要求。"
+        )
+    },
+    {
+        "keys":["公司","柏悦","柏悦物流","介绍","哪家","哪家货代","你们是哪家","公司地址","办公地址","洛杉矶地址","纽约地址"],
+        "text":"浙江柏悦物流位于义乌，主营中欧跨境物流专线，依托义乌、宁波口岸优势，服务中小跨境卖家。主要渠道：欧洲海运快线、义乌-中欧铁路、中欧卡航、欧洲空运（空派）、英国空运,均支持欧洲、英国双清包税与VAT递延。义乌、泉州、广州、深圳均可交仓,公司地址位于:洛杉矶：10767 7th Street, Rancho Cucamonga, California 91730纽约：Door 13-14，75 Carter Dr  Edison, New Jersey 08817义乌：浙江省义乌市福田街道稠州北路 1399 号 8613-8615 室深圳：深圳市南山区粤海街道海珠社区海德三道 1258 号卓越后海金融中心 1101。"
+    },
+    {
+        "keys":["海运","船运","海派","海运快线","樱花快线","欧洲海运价格","海运多少钱","海运多久"],
         "text":"欧洲海运快线（双清/递延）单价：21KG+ 12.3元/kg，101KG+ 10.3元/kg，500KG+ 10.2元/kg，2000KG+ 10.0元/kg。时效：开船后38-45天提取。可走樱花快线（+0.3元/kg），递延价减1.7元/kg。主派送为UPS/DHL/DPD/CWE统配。"
     },
     {
-        "keys":["铁路","中欧班列","班列","义乌铁路","火车"],
+        "keys":["铁路","中欧班列","班列","义乌铁路","火车","铁路价格","铁路多久","铁路多少钱"],
         "text":"义乌-中欧铁路专线单价：21KG+ 15.5元/kg，100KG+ 和 1000KG+ 均为13.5元/kg。时效：发车后36-40天提取。VAT递延减1元/kg。只限送义乌仓，义乌装柜经阿拉山口/霍尔果斯出境。"
     },
     {
-        "keys":["卡航","卡车","卡派"],
+        "keys":["卡航","卡车","卡派","卡航价格","卡航多久","卡航多少钱"],
         "text":"中欧卡航单价：21KG+ 19.4元/kg，101KG+ 和 500KG+ 17.4元/kg，2000KG+ 及 4000KG+ 17.3元/kg。时效：发车后欧盟16-20天提取。递延减1.5元/kg，普卡时效18-22天。纯纺织品另加5元/kg。"
     },
     {
-        "keys":["空运","空派","航空","欧洲空运"],
+        "keys":["空运","空派","航空","欧洲空运","空运价格","空运多久","空运多少钱"],
         "text":"欧洲空运专线（空派）单价：21KG+ 39元/kg，45KG+ 38元/kg，71KG+ 37元/kg，101KG+ 36元/kg。时效：10-13天左右提取；快线8-13天，直飞快线12-15天。一票多件单件不足12KG按12KG计费。"
     },
     {
@@ -27,55 +212,55 @@ knowledge_list = [
         "text":"英国专线(DPD)双清价格：英国海运21KG+ 12.8元/kg、101KG+/301KG+ 10.9元/kg，时效约40天提取；英国铁路21KG+ 18.0元/kg、101KG+ 16.2元/kg，发车后25-30天提取；中英卡航21KG+ 21.4元/kg、101KG+ 19.4元/kg，发车后20-22天提取。VAT自税/递延价更低（海运10.0/8.1、铁路15/13.2、卡航18.4/16.4）。北极航线英国海运25-28天，价格单询。卡航单件不超30kg、尺寸≤98×68×59cm。"
     },
     {
-        "keys":["英国空运","英国","UK","伦敦"],
+        "keys":["英国空运","英国空运价格","英国空运多久","英国空运多少钱","英国","UK","伦敦"],
         "text":"英国空运专线（双清）单价：22KG+ 48元/kg，51KG+ 44元/kg，101KG+ 42元/kg，时效8-10个自然日提取。VAT自税/递延为44/40/38元/kg，带电货47.5/42.5/41.5元/kg。拒收北爱尔兰、苏格兰高地等偏远地址。"
     },
     {
-        "keys":["报价","价格","费用","计费","怎么收费","计费重量","多少钱","运费","单价"],
+        "keys":["报价","价格","费用","计费","怎么收费","计费重量","计费重量怎么算","材积重","体积重","多少钱","运费","运费怎么算","单价"],
         "text":"运费计算方式：阶梯单价 × 计费重量。计费重量 = 实重与材积重取大值，材积 = 长×宽×高(cm)÷6000，即1CBM=167KG。各渠道最低起收21KG（英国空运22KG）。单件计费重不足13KG的渠道（铁路、卡航）按5元/kg加收超轻费；空运单件不足12KG按12KG计费。偏远地址加7元/kg，单票最低250元。价格不含税，税点以开出的发票为准。"
     },
     {
-        "keys":["时效","多久","要几天","多长时间"],
+        "keys":["时效","运输时效","多久","要几天","多长时间","几天到","什么时候到"],
         "text":"各渠道时效：欧洲海运快线开船后38-45天提取；中欧铁路发车后36-40天提取；中欧卡航发车后16-20天提取；欧洲空运10-13天提取；英国空运8-10个自然日提取。海关查验、罢工、节假日等不可抗力导致的时间不计入。"
     },
     {
-        "keys":["揽收","上门取件","上门收货","交仓","交货"],
+        "keys":["揽收","上门取件","上门收货","可以上门取货吗","交仓","交货","哪里交仓"],
         "text":"义乌、深圳（龙华观澜、宝安福园）、广州（石井）、泉州均可交仓，义乌仓10:00-21:00收货。欧洲空运交仓义乌+1元/kg，泉州、广州+0.5元/kg；海运、铁路、卡航泉州交货+0.5元/kg。"
     },
     {
-        "keys":["入仓","进仓","仓库收货","仓库地址","仓库在哪","义乌仓","交仓地址","送仓"],
+        "keys":["入仓","进仓","仓库收货","仓库地址","仓库在哪","义乌仓","深圳仓","广州仓","交仓地址","送仓"],
         "text":"义乌仓：义乌市稠江街道梦娜袜业德贸路东三门进，李东文 19558263692（10:00-21:00）。深圳龙华：龙华区观澜街道君子布社区张一村路黄背坑路1号B栋，张长印 18688937838。深圳宝安：福园二路九号海亨通物流B区C09-C14。广州：恒河沙仓储石井仓211，潘志红 13789206500。送货需打印交接清单随货交仓。"
     },
     {
-        "keys":["理赔","货损","丢件","赔付","破损","压坏","索赔"],
+        "keys":["理赔","货损","丢件","赔付","破损","压坏","索赔","怎么理赔","丢件怎么赔","理赔多久"],
         "text":"遗失赔付：未提取上网遗失按申报价值赔偿，最高不超过40元/kg，不退运费；已提取遗失按服务商标准，最高100USD/票。开查时间：交仓后7天未提取可申请开查，开查30天无果走索赔。签收后亚马逊未上架需2周内提出调查，包裹异常需1个月内提出。外包装无损的内件丢失不支持理赔，易碎品损坏不支持理赔。可自购保险，保费为货值千分之三（电池千分之五）。"
     },
     {
-        "keys":["超轻费","计费重量不足","最低计费"],
+        "keys":["超轻费","计费重量不足","最低计费","重量不够怎么收费"],
         "text":"单件计费重量不得低于13KG（空运12KG），可整票按平均13KG算，不足部分按5元/kg加收超轻费。例：单箱只有12KG，加收5×1=5元超轻费。欧洲热门仓卡派直送要求单件平均计费重12KG，不足按2元/kg加收派送费。"
     },
     {
-        "keys":["偏远","偏远费","偏远地址"],
+        "keys":["偏远","偏远费","偏远地址","偏远怎么查","偏远收费"],
         "text":"偏远地址加收7元/kg（不含燃油），单票偏远费最低消费250元/票。需要自行到UPS/DPD官网查询目的地址是否偏远，我司出货时不另行通知，以账单为准，偏远费6个月内有效。"
     },
     {
-        "keys":["超重","超长","超大","尺寸限制"],
+        "keys":["超重","超长","超大","尺寸限制","尺寸超了","超尺寸怎么收费"],
         "text":"欧洲空运最长边≤99cm、次长边≤75cm、实重<24KG。英国DPD单件≤30KG，尺寸100×70×60cm以内，超重或超长各加收330元/件。UPS单边最长≤99cm、次边≤75cm、单件<24KG，超出加收240元+100元。热门仓卡派直送：单件超40KG加收30元/件。"
     },
     {
-        "keys":["敏感","带电","电池","液体","粉末","禁品","不能寄","违禁品","拒收","拒接"],
+        "keys":["敏感","敏感货能发吗","带电","电池","液体","粉末","禁品","不能寄","什么不能寄","违禁品","拒收","拒接"],
         "text":"可接带标准箱100瓦以下非危电池/内电产品（C卡航、海运快线均可），资料齐全加1元/kg，资料不齐加2元/kg；手机、平板电脑加5元/kg。拒接：纯液体、纯粉末、药品、食品、易燃易爆、仿牌侵权、木制品（空运）、陶瓷手表等反倾销品、电子烟、管制刀具、枪支。电池第一个托收400元/件，第二个起100元/件，600元封顶。"
     },
     {
-        "keys":["清关","递延","VAT","双清","包税","DDP"],
+        "keys":["清关","清关资料","清关要什么资料","递延","VAT","VAT递延","双清","双清包税","包税","DDP"],
         "text":"欧洲、英国渠道均支持双清包税与VAT递延（只付关税，增值税销售后缴纳）。递延需提供法人护照/身份证、欧盟VAT和EORI号及回执、营业执照、4份模板文件原件扫描件PDF。罗马尼亚等欧盟国家有二次清关风险，二次关税由客户自行缴纳。"
     },
     {
-        "keys":["报关","单独报关","报关费"],
+        "keys":["报关","怎么报关","单独报关","报关费","报关多少钱"],
         "text":"单独报关费用：空运350元/票，海运200元/票，铁路250元/票，卡航200元/票，续页费50元/页。一达通报关500元/票。单票品名最多5个，第6个起加收30元/个。报价不含税，税点以开出的发票为准。"
     },
     {
-        "keys":["亚马逊","FBA","海外仓","仓库配送","卡派"],
+        "keys":["亚马逊","亚马逊仓","FBA","FBA头程","海外仓","仓库配送","卡派直送"],
         "text":"支持FBA头程送亚马逊仓，热门仓卡派直送（德国WRO5/HAJ1/DTM1/DTM2、法国CDG7/LIL8、意大利TRN3、西班牙BCN8、罗马尼亚EMAG等）。卡派直送优势：超重附加费少、不限尺寸重量、上架快、基本无丢件。法国、意大利、西班牙其他亚马逊仓不能超UPS标准。"
     },
     {
@@ -87,7 +272,7 @@ knowledge_list = [
         "text":"可以联系您的专属业务员，或在人工客服在线时间（周一至周五 9:00—18:00）通过在线客服咨询。建议提前准备好运单号、货物信息（品名、重量、尺寸、目的国），方便快速处理。"
     },
     {
-        "keys":["退件","退回","退货","退运","改地址"],
+        "keys":["退件","退回","退货","退运","怎么退运"],
         "text":"海运/铁路为散货拼柜，已装柜不接受退件和扣件。空运国外扣件费200欧/票，收件人改派地址最低200元/票。退回海外仓：德国境内15欧/件，欧盟境内25欧/件，操作费100元/票，5个工作日免仓储，超期1欧/kg/天。重派德国10欧/件、欧盟20欧/件。"
     }
 ]

logistics_chat/order_admin_service.py

@@ -0,0 +1,158 @@
+"""Staff order browsing and reversible import batch records."""
+
+import hashlib
+import json
+import sqlite3
+from datetime import datetime
+
+from . import order_data
+
+MAX_ORDER_ID = 9223372036854775807
+ORDER_LIST_FIELDS = ('tenant_id', 'order_no', 'status', 'inbound_code', 'shipment_id',
+                     'country_code', 'transport_mode', 'warehouse_code', 'source_updated_at', 'snapshot_at')
+
+
+def init_order_admin_tables(connection):
+    connection.execute('''CREATE TABLE IF NOT EXISTS order_import_batches (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        filename TEXT NOT NULL,
+        imported_by TEXT NOT NULL,
+        imported_at TEXT NOT NULL,
+        total_rows INTEGER NOT NULL,
+        imported_rows INTEGER NOT NULL,
+        preserved_rows INTEGER NOT NULL,
+        state TEXT NOT NULL DEFAULT 'active' CHECK(state IN ('active','undone')),
+        undone_by TEXT,
+        undone_at TEXT,
+        deleted_rows INTEGER NOT NULL DEFAULT 0,
+        preserved_on_undo INTEGER NOT NULL DEFAULT 0
+    )''')
+    connection.execute('''CREATE TABLE IF NOT EXISTS order_import_batch_items (
+        batch_id INTEGER NOT NULL,
+        order_id INTEGER NOT NULL,
+        row_fingerprint TEXT NOT NULL,
+        PRIMARY KEY(batch_id, order_id)
+    )''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_order_import_batches_time '
+                       'ON order_import_batches(imported_at DESC, id DESC)')
+
+
+def _row_fingerprint(row):
+    values = [row[field] for field in order_data.FIELDS]
+    encoded = json.dumps(values, ensure_ascii=False, separators=(',', ':'), default=str)
+    return hashlib.sha256(encoded.encode('utf-8')).hexdigest()
+
+
+def _safe_filename(filename):
+    return str(filename or '').replace('\\', '/').split('/')[-1][:255] or 'orders.csv'
+
+
+def create_import_batch(connection, filename, username, parsed, result, existing_keys):
+    """Persist the import audit and fingerprints for newly inserted records."""
+    now = datetime.now().isoformat(timespec='seconds')
+    cursor = connection.execute('''INSERT INTO order_import_batches
+        (filename,imported_by,imported_at,total_rows,imported_rows,preserved_rows)
+        VALUES(?,?,?,?,?,?)''', (_safe_filename(filename), username, now, parsed['total_rows'],
+                                  result['imported'], result['preserved']))
+    batch_id = cursor.lastrowid
+    for item in parsed['rows']:
+        key = (item['tenant_id'], item['order_no'].casefold())
+        if key in existing_keys:
+            continue
+        row = connection.execute('SELECT id,' + ','.join(order_data.FIELDS) +
+            ' FROM order_test_data WHERE tenant_id=? AND order_no=?',
+            (item['tenant_id'], item['order_no'])).fetchone()
+        if row is None:
+            continue
+        record = dict(zip(('id', *order_data.FIELDS), row))
+        connection.execute('INSERT INTO order_import_batch_items(batch_id,order_id,row_fingerprint) VALUES(?,?,?)',
+                           (batch_id, record['id'], _row_fingerprint(record)))
+    return batch_id
+
+
+def _conditions(query, tenant, status, before):
+    clauses, values = [], []
+    if query:
+        escaped = query.replace('\\', '\\\\').replace('%', '\\%').replace('_', '\\_')
+        clauses.append("(order_no LIKE ? ESCAPE '\\' OR inbound_code LIKE ? ESCAPE '\\' "
+                       "OR shipment_id LIKE ? ESCAPE '\\' OR source_order_id LIKE ? ESCAPE '\\')")
+        values.extend(['%' + escaped + '%'] * 4)
+    if tenant:
+        clauses.append('tenant_id=?')
+        values.append(tenant)
+    if status:
+        clauses.append('status=?')
+        values.append(status)
+    if before is not None:
+        clauses.append('id<?')
+        values.append(before)
+    return (' WHERE ' + ' AND '.join(clauses) if clauses else ''), values
+
+
+def list_orders(connection, query='', tenant='', status='', before=None, limit=50):
+    query, tenant, status = str(query or '').strip(), str(tenant or '').strip(), str(status or '').strip().upper()
+    if len(query) > 128 or len(tenant) > 128:
+        raise ValueError('搜索内容不能超过128个字符。')
+    if status and status not in order_data.STATUS_LABELS:
+        raise ValueError('订单状态无效。')
+    try:
+        limit = int(limit)
+        before = int(before) if before is not None else None
+    except (TypeError, ValueError):
+        raise ValueError('分页参数无效。') from None
+    if not 1 <= limit <= 100 or (before is not None and not 0 < before <= MAX_ORDER_ID):
+        raise ValueError('分页参数无效。')
+    where, values = _conditions(query, tenant, status, None)
+    total = connection.execute('SELECT COUNT(*) FROM order_test_data' + where, values).fetchone()[0]
+    page_where, page_values = _conditions(query, tenant, status, before)
+    rows = connection.execute('SELECT id,' + ','.join(ORDER_LIST_FIELDS) +
+        ' FROM order_test_data' + page_where + ' ORDER BY id DESC LIMIT ?',
+        (*page_values, limit + 1)).fetchall()
+    has_more = len(rows) > limit
+    rows = rows[:limit]
+    orders = [dict(zip(('id', *ORDER_LIST_FIELDS), row)) for row in rows]
+    return {'orders': orders, 'total': total,
+            'next_before': rows[-1][0] if has_more and rows else None,
+            'limit': limit}
+
+
+def list_import_batches(connection, limit=50):
+    limit = max(1, min(100, int(limit)))
+    rows = connection.execute('''SELECT id,filename,imported_by,imported_at,total_rows,imported_rows,
+        preserved_rows,state,undone_by,undone_at,deleted_rows,preserved_on_undo
+        FROM order_import_batches ORDER BY id DESC LIMIT ?''', (limit,)).fetchall()
+    fields = ('id','filename','imported_by','imported_at','total_rows','imported_rows',
+              'preserved_rows','state','undone_by','undone_at','deleted_rows','preserved_on_undo')
+    return [dict(zip(fields, row)) for row in rows]
+
+
+def undo_import_batch(connection, batch_id, username):
+    try:
+        batch_id = int(batch_id)
+    except (TypeError, ValueError):
+        raise ValueError('导入批次编号无效。') from None
+    if not 0 < batch_id <= MAX_ORDER_ID:
+        raise ValueError('导入批次编号无效。')
+    batch = connection.execute('SELECT state,deleted_rows,preserved_on_undo FROM order_import_batches WHERE id=?',
+                               (batch_id,)).fetchone()
+    if not batch:
+        return None
+    if batch[0] == 'undone':
+        return {'batch_id': batch_id, 'deleted': batch[1], 'preserved': batch[2], 'already_undone': True}
+    deleted = preserved = 0
+    items = connection.execute('SELECT order_id,row_fingerprint FROM order_import_batch_items WHERE batch_id=?',
+                               (batch_id,)).fetchall()
+    for order_id, fingerprint in items:
+        current = connection.execute('SELECT ' + ','.join(order_data.FIELDS) +
+                                     ' FROM order_test_data WHERE id=?', (order_id,)).fetchone()
+        if current is None:
+            continue
+        record = dict(zip(order_data.FIELDS, current))
+        if _row_fingerprint(record) != fingerprint:
+            preserved += 1
+            continue
+        deleted += connection.execute('DELETE FROM order_test_data WHERE id=?', (order_id,)).rowcount
+    now = datetime.now().isoformat(timespec='seconds')
+    connection.execute('''UPDATE order_import_batches SET state='undone',undone_by=?,undone_at=?,
+        deleted_rows=?,preserved_on_undo=? WHERE id=?''', (username, now, deleted, preserved, batch_id))
+    return {'batch_id': batch_id, 'deleted': deleted, 'preserved': preserved, 'already_undone': False}

logistics_chat/order_data.py

@@ -0,0 +1,285 @@
+"""Local, editable order test data. This repository can later be replaced by MCP."""
+
+import json
+import re
+import sqlite3
+from datetime import datetime
+
+from .config import get_setting
+from .order_tracking import build_tracking
+from .visitor_service import customer_tenant_ids
+from .customer_service import order_login_response
+
+
+FIELDS = ('source_order_id', 'tenant_id', 'order_no', 'inbound_code', 'shipment_id',
+          'status', 'country_code', 'transport_mode', 'warehouse_code', 'order_role',
+          'parent_order_no', 'package_count', 'gross_weight_kg', 'volume_cbm',
+          'history_json', 'tracking_json', 'data_note', 'source_updated_at', 'snapshot_at')
+STATUS_LABELS = {'DRAFT': '草稿', 'SUBMITTED': '已提交', 'APPROVED': '审核通过',
+                 'ACCEPTED': '已接单', 'REJECTED': '审核驳回', 'PROCESSING': '履约中',
+                 'COMPLETED': '头程订单已完成', 'CANCELLED': '已取消'}
+FIELD_LABELS = {'inbound':'入仓码', 'number':'订单号', 'shipment':'Shipment ID', 'country':'目的国',
+                'warehouse':'目的仓', 'transport':'运输方式', 'packages':'件数',
+                'weight':'申报毛重', 'volume':'申报体积', 'role':'订单层级',
+                'parent':'父订单号', 'updated':'来源更新时间'}
+IDENTIFIER = re.compile(r'(?<![A-Za-z0-9_-])[A-Za-z0-9][A-Za-z0-9_-]{5,63}(?![A-Za-z0-9_-])')
+ORDER_DETAIL = r'状态|进度|轨迹|到哪|开船|到港|清关|提柜|还柜|签收|预计|什么时候|何时|多久|重量|毛重|体积|件数|箱数|目的地|目的国|目的仓|仓库|父订单|运费|费用|价格|几件|几箱|公斤|千克|多少钱'
+
+
+class OrderDataUnavailable(Exception):
+    pass
+
+
+def init_order_table(connection):
+    connection.execute('''CREATE TABLE IF NOT EXISTS order_test_data (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        source_order_id TEXT, tenant_id TEXT NOT NULL DEFAULT 'test',
+        order_no TEXT NOT NULL COLLATE NOCASE,
+        inbound_code TEXT COLLATE NOCASE, shipment_id TEXT COLLATE NOCASE,
+        status TEXT NOT NULL, country_code TEXT, transport_mode TEXT, warehouse_code TEXT,
+        order_role TEXT, parent_order_no TEXT,
+        package_count INTEGER, gross_weight_kg TEXT, volume_cbm TEXT,
+        history_json TEXT NOT NULL DEFAULT '[]', tracking_json TEXT NOT NULL DEFAULT '[]', data_note TEXT,
+        source_updated_at TEXT, snapshot_at TEXT,
+        UNIQUE(tenant_id, order_no)
+    )''')
+    columns = {row[1] for row in connection.execute('PRAGMA table_info(order_test_data)')}
+    if 'tracking_json' not in columns:
+        connection.execute("ALTER TABLE order_test_data ADD COLUMN tracking_json TEXT NOT NULL DEFAULT '[]'")
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_order_test_inbound ON order_test_data(inbound_code)')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_order_test_shipment ON order_test_data(shipment_id)')
+
+
+def import_records(connection, records, replace=False):
+    """Import an explicitly supplied snapshot; preserve manual edits unless requested."""
+    init_order_table(connection)
+    inserted = skipped = 0
+    for source in records:
+        if not isinstance(source, dict) or not str(source.get('order_no') or '').strip():
+            raise ValueError('Each record requires an order_no')
+        row = {key: source.get(key) for key in FIELDS}
+        row['tenant_id'] = str(row['tenant_id'] or 'test')
+        row['source_order_id'] = str(row['source_order_id']) if row['source_order_id'] is not None else None
+        row['order_no'] = str(row['order_no']).strip()
+        row['status'] = str(row['status'] or 'DRAFT')
+        history = row['history_json'] or []
+        if isinstance(history, str): history = json.loads(history)
+        if not isinstance(history, list): raise ValueError('history_json must contain a list')
+        row['history_json'] = json.dumps(history, ensure_ascii=False)
+        tracking = row['tracking_json'] or []
+        if isinstance(tracking, str): tracking = json.loads(tracking)
+        if not isinstance(tracking, list): raise ValueError('tracking_json must contain a list')
+        row['tracking_json'] = json.dumps(tracking, ensure_ascii=False)
+        row['snapshot_at'] = row['snapshot_at'] or datetime.now().isoformat(timespec='seconds')
+        exists = connection.execute('SELECT 1 FROM order_test_data WHERE tenant_id=? AND order_no=?',
+                                    (row['tenant_id'], row['order_no'])).fetchone()
+        if exists and not replace:
+            skipped += 1
+            continue
+        columns = ','.join(FIELDS)
+        placeholders = ','.join('?' for _ in FIELDS)
+        updates = ','.join(key+'=excluded.'+key for key in FIELDS if key not in ('tenant_id', 'order_no'))
+        connection.execute(f'INSERT INTO order_test_data ({columns}) VALUES ({placeholders}) '
+            f'ON CONFLICT(tenant_id,order_no) DO UPDATE SET {updates}', [row[key] for key in FIELDS])
+        inserted += 1
+    return {'imported': inserted, 'preserved': skipped}
+
+
+def import_tracking_records(connection, records, replace=False):
+    """Update tracking alone; never replace hand-edited order fields or add unknown orders."""
+    init_order_table(connection)
+    imported = preserved = missing = 0
+    for record in records:
+        if not isinstance(record, dict) or not record.get('tenant_id') or not record.get('order_no'):
+            raise ValueError('Tracking record requires tenant_id and order_no')
+        tracking = record.get('tracking_json')
+        if isinstance(tracking, str): tracking = json.loads(tracking)
+        if not isinstance(tracking, list): raise ValueError('tracking_json must contain a list')
+        row = connection.execute('SELECT id,source_order_id,tracking_json FROM order_test_data '
+                                 'WHERE tenant_id=? AND order_no=?',
+                                 (str(record['tenant_id']), record['order_no'])).fetchone()
+        if not row:
+            missing += 1
+            continue
+        if not record.get('source_order_id') or str(record['source_order_id']) != str(row[1]):
+            raise ValueError('Tracking source_order_id does not match local order')
+        if not replace and row[2] not in (None, '', '[]'):
+            preserved += 1
+            continue
+        connection.execute('UPDATE order_test_data SET tracking_json=? WHERE id=?',
+                           (json.dumps(tracking, ensure_ascii=False), row[0]))
+        imported += 1
+    return {'imported': imported, 'preserved': preserved, 'missing': missing}
+
+
+def lookup_order(reference, tenant_id=None, tenant_ids=None):
+    """Exact, bounded lookup; scope comes from server configuration, never model SQL."""
+    from .db import connect
+
+    connection = connect()
+    connection.row_factory = sqlite3.Row
+    try:
+        query = 'SELECT * FROM order_test_data WHERE (order_no=? OR inbound_code=? OR shipment_id=?)'
+        values = [reference] * 3
+        tenant = get_setting('ORDER_DATA_TENANT_ID')
+        if tenant_ids is not None:
+            if not isinstance(tenant_ids,(tuple,list,set)) or not 0 < len(tenant_ids) <= 256:
+                return []
+            allowed = {value for value in tenant_ids if isinstance(value,str) and 0 < len(value.strip()) <= 128}
+            if tenant_id is not None:
+                allowed.intersection_update({str(tenant_id)})
+            if tenant:
+                allowed.intersection_update({str(tenant)})
+            if not allowed:
+                return []
+            query += ' AND tenant_id IN (' + ','.join('?' for _ in allowed) + ')'
+            values.extend(sorted(allowed))
+        elif tenant_id is not None:
+            if not str(tenant_id).strip():
+                return []
+            if tenant and str(tenant_id) != str(tenant):
+                return []
+            tenant = str(tenant_id)
+        if tenant and tenant_ids is None:
+            query += ' AND tenant_id=?'
+            values.append(str(tenant))
+        return [dict(row) for row in connection.execute(query+' ORDER BY id LIMIT 2', values)]
+    except sqlite3.Error:
+        raise OrderDataUnavailable from None
+    finally:
+        connection.close()
+
+
+def extract_reference(message):
+    message = re.sub(r'\[(?:图片|文件)\]/uploads/\S+|https?://\S+', '', message)
+    message = re.sub(r'(?<![A-Za-z0-9_-])\d{4}-\d{1,2}-\d{1,2}'
+                     r'(?:[T ]\d{1,2}:\d{2}(?::\d{2}(?:\.\d+)?)?(?:Z|[+-]\d{2}:?\d{2})?)?'
+                     r'(?![A-Za-z0-9_-])', ' ', message)
+    message = re.sub(r'(?<![A-Za-z0-9_.-])\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?'
+                     r'(?:\s*(?:cm|mm|m|厘米|毫米|米))?(?![A-Za-z0-9_.-])', ' ', message, flags=re.I)
+    message = re.sub(r'(?<![A-Za-z0-9_-])\d+(?:\.\d+)?\s*'
+                     r'(?:kg|lbs?|cbm|cm|mm|公斤|千克|克|吨|立方米|方|m[³3]|箱|件)'
+                     r'(?![A-Za-z0-9_])', ' ', message, flags=re.I)
+    references = []
+    for token in IDENTIFIER.findall(message):
+        if sum(character.isdigit() for character in token) < 3:
+            continue
+        if re.fullmatch(r'\d{4}[-_]\d{2}[-_]\d{2}|\d+(?:KG|LBS?|CBM|CM|MM)', token, re.I):
+            continue
+        if token.casefold() not in [value.casefold() for value in references]:
+            references.append(token)
+    return references
+
+
+def build_card(row):
+    fields = []
+    def field(key, value):
+        if value is not None and str(value).strip(): fields.append({'key': key, 'value': str(value)})
+    field('inbound', row['inbound_code'])
+    if row['inbound_code']:
+        field('number', row['order_no'])
+    field('shipment', row['shipment_id'])
+    field('country', row['country_code'])
+    field('warehouse', row['warehouse_code'])
+    field('transport', {'SEA':'海运', 'AIR':'空运', 'RAIL':'铁路', 'TRUCK':'卡航'}.get(row['transport_mode'], row['transport_mode']))
+    field('packages', row['package_count'])
+    field('weight', str(row['gross_weight_kg'])+' kg' if row['gross_weight_kg'] is not None else None)
+    field('volume', str(row['volume_cbm'])+' m³' if row['volume_cbm'] is not None else None)
+    field('role', {'CHILD':'子订单', 'MASTER':'主订单'}.get(row['order_role']))
+    field('parent', row['parent_order_no'])
+    field('updated', row['source_updated_at'])
+    try:
+        history = json.loads(row['history_json'])
+    except (ValueError, TypeError):
+        history = []
+    nodes = [{'time': str(event.get('time') or ''),
+              'text': STATUS_LABELS.get(str(event.get('status')), str(event.get('status') or '状态更新')), 'place': ''}
+             for event in history[-50:] if isinstance(event, dict)] if isinstance(history, list) else []
+    nodes.reverse()
+    status = STATUS_LABELS.get(row['status'], row['status'])
+    inbound = row['inbound_code']
+    summary = f"入仓码 {inbound}，业务状态：{status}。" if inbound else f"订单号 {row['order_no']}，业务状态：{status}。"
+    summary += '；'.join(FIELD_LABELS[item['key']]+'：'+item['value'] for item in fields if item['key'] != 'inbound')
+    card = {'kind':'order', 'no':row['order_no'], 'status':status, 'fields':fields,
+            'nodes':nodes, 'summary':summary}
+    tracking = build_tracking(row.get('tracking_json'))
+    if tracking:
+        card.update(node_kind='logistics', nodes=tracking['nodes'],
+                    estimated_nodes=tracking['estimated_nodes'], tracking_status=tracking['status'])
+        facts = tracking['nodes'][:10] + tracking['estimated_nodes'][:5]
+        card['summary'] += '。物流状态：' + (tracking['status'] or '暂无实际节点') + '。'
+        card['summary'] += '；'.join(f"{node['time']} {node['text']} {node['place']}" for node in facts)
+    return card
+
+
+def is_order_followup(message):
+    """Reuse an order only for an explicit reference or a short detail question."""
+    if not re.search(ORDER_DETAIL, message):
+        return False
+    if re.search(r'(?:这|那|该)(?:个|票|单|笔)|该订单|刚才|上一(?:票|单|个订单)', message):
+        return True
+    question = re.sub(r'[\s，,。.!！?？、：:]', '', message)
+    details = (
+        r'(?:(?:(?:物流|运输)?(?:状态|进度|轨迹)|重量|毛重|体积|件数|箱数|目的地|目的国|目的仓|仓库|父订单|运费|费用|价格)'
+        r'(?:(?:是|有|为)?(?:多少|什么|怎么样|怎样|如何|哪个))?|(?:有)?(?:几件|几箱|多少公斤|多少千克|多少钱))'
+        r'(?:呢|吗|呀|啊)?')
+    tracking = (
+        r'(?:(?:到哪(?:里)?|开船|到港|清关|提柜|还柜|签收)(?:了)?(?:呢|吗|没|了吗|没有)?|'
+        r'(?:预计)?(?:什么时候|何时|多久)(?:能|会|可以)?(?:到|到达|到港|到仓|到货|送到)(?:呢|呀|啊)?|还要多久)')
+    return bool(re.fullmatch(
+        r'(?:那|那么|还有|请问|请|查一下|看一下|现在|目前)?(?:它的|订单的)?'
+        r'(?:'+details+'|'+tracking+')', question))
+
+
+def answer_query(message, conv_id):
+    references = extract_reference(message)
+    tenants = customer_tenant_ids()
+    if references and not tenants:
+        return order_login_response()
+    if len(references) > 1:
+        return {'t':'请一次提供一个入仓码，避免查错订单。'}
+    reference = references[0] if references else None
+    if not reference and conv_id and is_order_followup(message):
+        from .db import connect
+        connection = connect()
+        try:
+            recent = connection.execute('SELECT role,content FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT 12', (conv_id,)).fetchall()
+        finally:
+            connection.close()
+        for role, content in recent:
+            if role == 'user':
+                earlier_references = extract_reference(content)
+                if earlier_references:
+                    reference = earlier_references[0] if len(earlier_references) == 1 else None
+                    break
+                if not is_order_followup(content):
+                    break
+            if role == 'assistant' and content.startswith('__CARD__'):
+                try:
+                    previous = json.loads(content[8:])
+                    if previous.get('kind') == 'order':
+                        reference = previous['no']
+                        break
+                except (ValueError, KeyError, TypeError):
+                    pass
+    if not reference:
+        if re.search(r'(?:查|搜|看|找).*(?:订单|运单|物流轨迹|入仓码|入仓号)|(?:入仓码|入仓号).*(?:查|轨迹|状态)|订单状态|物流轨迹|shipment\s*id|'
+                     r'(?:列出|搜索|所有|全部|多少|我的).*(?:订单|运单|入仓)|(?:订单|运单).*(?:多少|列表|查询|在哪|到哪|进度)|'
+                     r'^\s*(?:查单|查询|查一下|帮我查一下)[。？！?!\s]*$|'
+                     r'\b(?:my|find|lookup|track)\s+(?:orders?|shipments?)\b|\b(?:order|shipment)\s+(?:status|tracking|lookup)\b|'
+                     r'\b(?:track|lookup|find|search)\b.*\binbound\b|\binbound\s+(?:code|number)\s+(?:lookup|tracking|status)\b', message, re.I):
+            return order_login_response() if not tenants else {'t':'请提供入仓码查询订单和物流轨迹。'}
+        return None
+    if not tenants:
+        return order_login_response()
+    try:
+        matches = lookup_order(reference,tenant_id=tenants[0]) if len(tenants) == 1 else lookup_order(reference,tenant_ids=tenants)
+    except OrderDataUnavailable:
+        return {'t':'订单信息暂时无法读取，请稍后重试。'}
+    if not matches:
+        return {'t':f'未找到“{reference}”对应的订单。请核对入仓码，或联系人工客服。'}
+    if len(matches) > 1:
+        return {'t':'该标识匹配到多个订单，请提供完整入仓码或联系人工客服确认。'}
+    if re.search(r'运费|费用|多少钱|价格', message):
+        return {'t':'该订单未记录实际运费，请联系人工客服核实。'}
+    return {'card': build_card(matches[0])}

logistics_chat/order_import_service.py

@@ -0,0 +1,297 @@
+"""Safe parsing and row validation for staff-managed order imports."""
+
+import csv
+from datetime import date, datetime
+from decimal import Decimal, InvalidOperation
+import io
+import json
+from pathlib import Path
+import zipfile
+
+from openpyxl import load_workbook
+
+from .order_data import STATUS_LABELS
+from .order_tracking import NODE_LABELS, parse_time
+
+MAX_UPLOAD_BYTES = 5 * 1024 * 1024
+MAX_ROWS = 5000
+MAX_ERRORS = 100
+MAX_XLSX_UNPACKED_BYTES = 25 * 1024 * 1024
+
+IMPORT_COLUMNS = (
+    ('source_order_id', '来源订单ID'), ('tenant_id', '租户ID'), ('order_no', '订单号'),
+    ('inbound_code', '入仓码'), ('shipment_id', 'Shipment ID'), ('status', '业务状态'),
+    ('country_code', '目的国'), ('transport_mode', '运输方式'), ('warehouse_code', '目的仓'),
+    ('order_role', '订单层级'), ('parent_order_no', '父订单号'), ('package_count', '件数'),
+    ('gross_weight_kg', '毛重(kg)'), ('volume_cbm', '体积(m³)'),
+    ('history_json', '业务状态历史(JSON)'), ('tracking_json', '物流轨迹(JSON)'),
+    ('data_note', '数据备注'), ('source_updated_at', '来源更新时间'), ('snapshot_at', '数据快照时间'),
+)
+HEADER_TO_FIELD = {header.casefold(): field for field, header in IMPORT_COLUMNS}
+HEADER_TO_FIELD.update({field.casefold(): field for field, _ in IMPORT_COLUMNS})
+REQUIRED_FIELDS = {'tenant_id', 'order_no'}
+TEXT_LIMITS = {
+    'source_order_id': 128, 'tenant_id': 128, 'order_no': 128, 'inbound_code': 128,
+    'shipment_id': 128, 'status': 64, 'country_code': 16, 'transport_mode': 32,
+    'warehouse_code': 64, 'order_role': 32, 'parent_order_no': 128, 'data_note': 2000,
+    'source_updated_at': 64, 'snapshot_at': 64,
+}
+
+
+class ImportFileError(ValueError):
+    """The uploaded file cannot be interpreted as an order table."""
+
+
+def template_csv():
+    """Return an Excel-friendly UTF-8 CSV template."""
+    output = io.StringIO(newline='')
+    writer = csv.writer(output)
+    writer.writerow([header for _, header in IMPORT_COLUMNS])
+    return output.getvalue().encode('utf-8-sig')
+
+
+def _cell_text(value):
+    if value is None:
+        return ''
+    if isinstance(value, (datetime, date)):
+        return value.isoformat(sep=' ') if isinstance(value, datetime) else value.isoformat()
+    if isinstance(value, bool):
+        return 'TRUE' if value else 'FALSE'
+    if isinstance(value, float):
+        if not value.is_integer():
+            return format(value, '.15g')
+        return str(int(value))
+    return str(value).strip()
+
+
+def _validate_row(raw, line):
+    errors = []
+    row = {field: raw.get(field, '') for field, _ in IMPORT_COLUMNS}
+    for field, limit in TEXT_LIMITS.items():
+        value = _cell_text(row[field])
+        row[field] = value or None
+        if field in REQUIRED_FIELDS and not value:
+            errors.append(f'{dict(IMPORT_COLUMNS)[field]}不能为空')
+        elif len(value) > limit:
+            errors.append(f'{dict(IMPORT_COLUMNS)[field]}不能超过{limit}个字符')
+    if not row['status']:
+        row['status'] = 'DRAFT'
+    row['status'] = row['status'].upper()
+    if row['status'] not in STATUS_LABELS:
+        errors.append('业务状态不在允许范围内')
+    if row['order_role']:
+        row['order_role'] = row['order_role'].upper()
+        if row['order_role'] not in ('MASTER', 'CHILD'):
+            errors.append('订单层级只能是MASTER或CHILD')
+
+    package_value = _cell_text(row['package_count'])
+    if package_value:
+        try:
+            number = Decimal(package_value)
+            if not number.is_finite() or number < 0 or number != number.to_integral_value():
+                raise InvalidOperation
+            row['package_count'] = int(number)
+        except (InvalidOperation, ValueError):
+            errors.append('件数必须是大于或等于0的整数')
+    else:
+        row['package_count'] = None
+
+    for field, label in (('gross_weight_kg', '毛重'), ('volume_cbm', '体积')):
+        value = _cell_text(row[field])
+        if not value:
+            row[field] = None
+            continue
+        try:
+            number = Decimal(value)
+            if not number.is_finite() or number < 0:
+                raise InvalidOperation
+            row[field] = format(number.normalize(), 'f')
+        except (InvalidOperation, ValueError):
+            errors.append(f'{label}必须是大于或等于0的数字')
+
+    for field, label in (('history_json', '业务状态历史'), ('tracking_json', '物流轨迹')):
+        value = _cell_text(row[field])
+        if not value:
+            row[field] = []
+            continue
+        try:
+            parsed = json.loads(value)
+            if not isinstance(parsed, list) or len(parsed) > 500:
+                raise ValueError
+            if field == 'history_json':
+                for event in parsed:
+                    if (not isinstance(event, dict) or event.get('status') not in STATUS_LABELS
+                            or not isinstance(event.get('time'), str) or not parse_time(event['time'])):
+                        raise ValueError
+            else:
+                for event in parsed:
+                    if not isinstance(event, dict) or event.get('code') not in NODE_LABELS:
+                        raise ValueError
+                    actual = event.get('actual_at')
+                    estimated = event.get('estimated_at')
+                    if not any(parse_time(item) for item in (actual, estimated)):
+                        raise ValueError
+                    for key in ('actual_at', 'estimated_at', 'observed_at', 'created_at'):
+                        if event.get(key) is not None and not parse_time(event[key]):
+                            raise ValueError
+                    for key, limit in (('event_id', 128), ('shipment_key', 128), ('shipment_no', 128), ('place', 256)):
+                        if event.get(key) is not None and (not isinstance(event[key], str) or len(event[key]) > limit):
+                            raise ValueError
+            row[field] = parsed
+        except (ValueError, TypeError):
+            errors.append(f'{label}格式无效，请按模板要求填写有效JSON数组')
+
+    return {'row': line, **row}, errors
+
+
+def _read_csv(content):
+    try:
+        text = content.decode('utf-8-sig')
+    except UnicodeDecodeError:
+        try:
+            text = content.decode('gb18030')
+        except UnicodeDecodeError as error:
+            raise ImportFileError('CSV编码无法识别，请另存为UTF-8格式。') from error
+    try:
+        rows = []
+        for row in csv.reader(io.StringIO(text, newline='')):
+            rows.append(row)
+            if len(rows) > MAX_ROWS + 1:
+                raise ImportFileError(f'单次最多导入{MAX_ROWS}条订单。')
+        return rows
+    except csv.Error as error:
+        raise ImportFileError('CSV格式无效，请检查引号或分隔符。') from error
+
+
+def _read_xlsx(content):
+    try:
+        with zipfile.ZipFile(io.BytesIO(content)) as archive:
+            if len(archive.infolist()) > 100 or sum(item.file_size for item in archive.infolist()) > MAX_XLSX_UNPACKED_BYTES:
+                raise ImportFileError('Excel文件内容过大，无法安全读取。')
+        workbook = load_workbook(io.BytesIO(content), read_only=True, data_only=False)
+        sheet = workbook.active
+        if sheet.max_column > len(IMPORT_COLUMNS):
+            raise ImportFileError(f'Excel最多允许{len(IMPORT_COLUMNS)}列。')
+        rows = []
+        for cells in sheet.iter_rows(max_col=len(IMPORT_COLUMNS)):
+            values = []
+            for cell in cells:
+                if cell.data_type == 'f':
+                    raise ImportFileError(f'Excel第{cell.row}行含公式，请粘贴为纯文本或数值后再上传。')
+                values.append(cell.value)
+            rows.append(values)
+            if len(rows) > MAX_ROWS + 1:
+                raise ImportFileError(f'单次最多导入{MAX_ROWS}条订单。')
+        return rows
+    except ImportFileError:
+        raise
+    except (zipfile.BadZipFile, OSError, ValueError, KeyError) as error:
+        raise ImportFileError('Excel文件无法读取，请检查文件是否损坏。') from error
+    finally:
+        if 'workbook' in locals():
+            workbook.close()
+
+
+def parse_order_upload(filename, content):
+    """Parse a CSV/XLSX file. Return valid rows with source line numbers and row errors."""
+    suffix = Path(filename or '').suffix.lower()
+    if suffix not in ('.csv', '.xlsx'):
+        raise ImportFileError('只支持CSV或XLSX文件。')
+    if not content:
+        raise ImportFileError('请选择非空文件。')
+    if len(content) > MAX_UPLOAD_BYTES:
+        raise ImportFileError('文件不能超过5 MB。')
+    table = _read_csv(content) if suffix == '.csv' else _read_xlsx(content)
+    if not table:
+        raise ImportFileError('文件内容为空。')
+
+    header_line, headers = None, None
+    for line, values in enumerate(table, start=1):
+        if any(_cell_text(value) for value in values):
+            header_line, headers = line, values
+            break
+    if headers is None:
+        raise ImportFileError('文件内容为空。')
+    fields = []
+    seen_fields = set()
+    for value in headers:
+        name = _cell_text(value).strip().casefold()
+        if not name:
+            fields.append(None)
+            continue
+        field = HEADER_TO_FIELD.get(name)
+        if not field:
+            raise ImportFileError(f'第{header_line}行包含未知列“{_cell_text(value)}”，请使用模板中的列名。')
+        if field in seen_fields:
+            raise ImportFileError(f'第{header_line}行的“{_cell_text(value)}”列重复。')
+        seen_fields.add(field)
+        fields.append(field)
+    missing = REQUIRED_FIELDS.difference(seen_fields)
+    if missing:
+        labels = dict(IMPORT_COLUMNS)
+        raise ImportFileError('缺少必填列：' + '、'.join(labels[item] for item in sorted(missing)) + '。')
+
+    rows, errors, seen = [], [], set()
+    total = 0
+    for line, values in enumerate(table[header_line:], start=header_line + 1):
+        if not any(_cell_text(value) for value in values):
+            continue
+        total += 1
+        if total > MAX_ROWS:
+            raise ImportFileError(f'单次最多导入{MAX_ROWS}条订单。')
+        raw = {field: values[index] if index < len(values) else '' for index, field in enumerate(fields) if field}
+        if any(_cell_text(value) for value in values[len(fields):]):
+            if len(errors) < MAX_ERRORS:
+                errors.append({'row': line, 'message': '数据列数多于表头，请检查是否有多余单元格。'})
+            continue
+        if any(_cell_text(values[index]) for index, field in enumerate(fields) if field is None and index < len(values)):
+            if len(errors) < MAX_ERRORS:
+                errors.append({'row': line, 'message': '存在未命名的数据列，请删除该列或填写有效表头。'})
+            continue
+        parsed, row_errors = _validate_row(raw, line)
+        if not row_errors:
+            key = (parsed['tenant_id'], parsed['order_no'].casefold())
+            if key in seen:
+                row_errors.append('文件中出现重复的租户ID和订单号')
+            else:
+                seen.add(key)
+        if row_errors:
+            if len(errors) < MAX_ERRORS:
+                errors.append({'row': line, 'message': '；'.join(row_errors)})
+        else:
+            rows.append(parsed)
+    if total == 0:
+        raise ImportFileError('文件中没有订单数据。')
+    return {'rows': rows, 'errors': errors, 'total_rows': total}
+
+
+def mark_existing_rows(connection, rows):
+    """Annotate preview rows already present; import_records preserves those rows."""
+    duplicate_count = 0
+    for row in rows:
+        exists = connection.execute('SELECT 1 FROM order_test_data WHERE tenant_id=? AND order_no=?',
+                                    (row['tenant_id'], row['order_no'])).fetchone()
+        row['duplicate'] = bool(exists)
+        duplicate_count += bool(exists)
+    return duplicate_count
+
+
+def validate_tenants(connection, parsed):
+    """Require an imported tenant to be registered by config or a customer account."""
+    known = {row[0] for row in connection.execute(
+        "SELECT tenant_id FROM order_test_data WHERE tenant_id<>'' "
+        "UNION SELECT tenant_id FROM customer_users WHERE tenant_id<>'' "
+        "UNION SELECT tenant_id FROM customer_tenant_grants WHERE tenant_id<>''")}
+    from .config import get_setting
+    for key in ('ORDER_DATA_TENANT_ID', 'CUSTOMER_DEMO_TENANT_ID'):
+        configured = get_setting(key)
+        if configured:
+            known.add(str(configured))
+    rows, errors = [], list(parsed['errors'])
+    for row in parsed['rows']:
+        if row['tenant_id'] not in known:
+            if len(errors) < MAX_ERRORS:
+                errors.append({'row': row['row'], 'message': '租户ID未登记，请先关联客户账号或配置租户。'})
+        else:
+            rows.append(row)
+    return {**parsed, 'rows': rows, 'errors': errors}

logistics_chat/order_tracking.py

@@ -0,0 +1,93 @@
+"""Customer tracking derived from explicit order-linked facts, without inference."""
+
+import json
+from datetime import datetime, timezone
+
+
+# Maritime codes follow the firstleg standard; warehouse facts remain distinct.
+NODE_LABELS = {
+    'DOMESTIC_RECEIVED': (0, '已入国内仓', '预计入国内仓'),
+    'LOADING_COMPLETED': (5, '已完成装柜', '预计完成装柜'),
+    'DEPARTED_WAREHOUSE': (10, '已离开国内仓库', '预计离开国内仓库'),
+    'AT_ORIGIN_PORT': (20, '重箱已进入起运港或码头', '预计进入起运港或码头'),
+    'LOADED_ON_VESSEL': (30, '已装船', '预计装船'),
+    'DEPARTED_ORIGIN_PORT': (40, '船舶已离开起运港', '预计离开起运港'),
+    'IN_TRANSIT': (50, '海运途中', '预计进入海运阶段'),
+    'ARRIVED_DESTINATION_PORT': (60, '船舶已到目的港', '预计到达目的港'),
+    'DISCHARGED_FROM_VESSEL': (70, '已卸船、未清关', '预计卸船'),
+    'PICKUP_READY': (80, '已清关、可提柜', '预计可提柜'),
+    'PICKED_UP': (90, '已提柜', '预计提柜'),
+    'EMPTY_RETURNED': (100, '已还柜', '预计还柜'),
+}
+
+
+def parse_time(value):
+    if not isinstance(value, str) or not value.strip():
+        return None
+    try:
+        result = datetime.fromisoformat(value.strip().replace('Z', '+00:00'))
+        if result.tzinfo:
+            result = result.astimezone(timezone.utc).replace(tzinfo=None)
+        return result
+    except (ValueError, OverflowError):
+        return None
+
+
+def build_tracking(raw):
+    """Latest observation corrects a milestone; forecasts never advance progress."""
+    try:
+        facts = json.loads(raw) if isinstance(raw, str) else raw
+    except (ValueError, TypeError):
+        return None
+    if not isinstance(facts, list):
+        return None
+    actual, estimated = {}, {}
+    for index, fact in enumerate(facts):
+        if not isinstance(fact, dict) or not isinstance(fact.get('code'), str) or fact['code'] not in NODE_LABELS:
+            continue
+        shipment = str(fact.get('shipment_key') or '')
+        key = (shipment, fact['code'])
+        observation = parse_time(fact.get('observed_at')) or parse_time(fact.get('created_at')) or datetime.min
+        for field, target in (('actual_at', actual), ('estimated_at', estimated)):
+            when = parse_time(fact.get(field))
+            if when is None:
+                continue
+            candidate = (observation, index, when, fact)
+            if key not in target or candidate[:2] > target[key][:2]:
+                target[key] = candidate
+    if not actual and not estimated:
+        return None
+
+    shipments = sorted({key[0] for key in actual.keys() | estimated.keys()} - {''})
+    multiple = len(shipments) > 1
+    progress = {}
+    for (shipment, code), (_, _, when, fact) in actual.items():
+        sequence = NODE_LABELS[code][0]
+        if shipment not in progress or sequence > progress[shipment][0]:
+            progress[shipment] = (sequence, code, fact)
+
+    def label_shipment(shipment, fact):
+        if not multiple or not shipment:
+            return ''
+        return '货柜 ' + str(fact.get('shipment_no') or (shipments.index(shipment) + 1))
+
+    def node(shipment, code, value, forecast=False):
+        _, _, when, fact = value
+        place = str(fact.get('place') or '')
+        scope = label_shipment(shipment, fact)
+        return {'time': str(fact['estimated_at' if forecast else 'actual_at']),
+                'text': NODE_LABELS[code][2 if forecast else 1],
+                'place': ' · '.join(part for part in (scope, place) if part)}
+
+    nodes = [node(shipment, code, value) for (shipment, code), value in
+             sorted(actual.items(), key=lambda item: (item[1][2], NODE_LABELS[item[0][1]][0]), reverse=True)]
+    forecasts = [node(shipment, code, value, True) for (shipment, code), value in
+                 sorted(estimated.items(), key=lambda item: item[1][2])
+                 if (shipment, code) not in actual and NODE_LABELS[code][0] > progress.get(shipment, (-1,))[0]]
+    # Multiple containers keep independent progress rather than claiming the whole order advanced.
+    current = [(shipment, value) for shipment, value in sorted(progress.items()) if shipment or not shipments]
+    if not current and '' in progress:
+        current = [('', progress[''])]
+    statuses = ['：'.join(part for part in (label_shipment(shipment, value[2]), NODE_LABELS[value[1]][1]) if part)
+                for shipment, value in current]
+    return {'nodes': nodes[:50], 'estimated_nodes': forecasts[:20], 'status': '；'.join(statuses)}

logistics_chat/pricing.py

@@ -95,35 +95,50 @@ RATES = {
 CBM_CHANNELS = ("卡航", "普卡", "铁路", "海运")
 
 def parse_dims(t):
-    """解析 长x宽x高，例如 120*100*100 / 100x80x60 / 120×100×100
+    """解析长x宽x高，支持小数、空格及 x/×/* 分隔。
 
     用"最长连续数字"匹配三组，要求每组前后都不与其它数字相连，
     这样 "100x80x60 200kg" 里的 60 不会被后面的 200 吞成 6020。
     """
-    for m in re.finditer(r"(\d+)[*xX×](\d+)[*xX×](\d+)", t):
-        # 逐段向后延长，保证拿到的是完整数字而不是半截
-        dims = []
-        ok = True
-        pos = m.start()
-        for g in (1, 2, 3):
-            end = m.end(g)
-            # 若后面还紧跟数字，说明这一组没取全，放弃这个候选
-            if end < len(t) and t[end].isdigit():
-                ok = False
-                break
-            # 若是第一组，前面不能紧挨数字
-            if g == 1 and m.start(1) > 0 and t[m.start(1) - 1].isdigit():
-                ok = False
-                break
-            dims.append(int(m.group(g)))
-        if ok:
-            return [float(x) for x in dims]
-    return None
+    match = re.search(r'(?<![\d.+-])(\d+(?:\.\d+)?)\s*[*xX×]\s*'
+                      r'(\d+(?:\.\d+)?)\s*[*xX×]\s*(\d+(?:\.\d+)?)(?![\d.])', t)
+    return [float(value) for value in match.groups()] if match else None
+
+
+SHIPPING_REGION_PATTERNS = tuple((re.compile(pattern, re.I), region) for region, pattern in (
+    ('unsupported', r'美国|加拿大|澳大利亚|澳洲|新西兰|日本|韩国|新加坡|马来西亚|泰国|越南|印度|阿联酋|迪拜|沙特|巴西|墨西哥|俄罗斯|'
+        r'(?<![A-Za-z0-9_])(?-i:US)(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|'
+        r'(?<![A-Za-z0-9_])(?:USA|United States|America|Canada|Australia|Japan|Singapore|Russia)(?![A-Za-z])'),
+    ('uk', r'英国|伦敦|英格兰|(?<![A-Za-z0-9_])(?:UK|GB)(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|'
+        r'(?<![A-Za-z0-9_])(?:United Kingdom|Britain)(?![A-Za-z])'),
+    ('eu', r'欧洲|欧盟|德国|法国|意大利|西班牙|波兰|捷克|荷兰|比利时|奥地利|葡萄牙|瑞典|丹麦|芬兰|爱尔兰|'
+        r'(?<![A-Za-z0-9_])(?:Europe|EU|Germany|France|Italy|Spain|Poland|Netherlands)(?![A-Za-z])|'
+        r'(?<![A-Za-z0-9_])(?-i:DE|FR|PL|CZ|ES|NL)(?=\s*(?:仓|FBA|warehouse))'),
+    ('unsupported', r'(?:发(?:往|到)?|寄(?:往|到)?|运往|运到|到|往)\s*us(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|\bto\s+us\b'),
+))
+
+
+def shipping_region(text):
+    return next((region for pattern, region in SHIPPING_REGION_PATTERNS if pattern.search(text)), None)
+
+
+def is_shipping_destination_reply(text):
+    text = text.strip().strip('，,。.!！?？、：: ')
+    for pattern, _ in SHIPPING_REGION_PATTERNS:
+        match = pattern.search(text)
+        if not match:
+            continue
+        prefix = re.fullmatch(r'\s*(?:(?:目的地|目的国家|国家)(?:是|为|:|：)?|(?:发|寄|运|送)(?:往|到)?|到|往|去|to)?\s*', text[:match.start()], re.I)
+        suffix = re.fullmatch(r'\s*(?:的)?\s*(?:FBA\s*)?(?:(?:海外)?仓(?:库)?|warehouse)?(?:呢)?\s*', text[match.end():], re.I)
+        if prefix and suffix:
+            return True
+    return False
+
 
 def parse_shipping_intent(text):
-    """从话里抠出：重量(kg)、渠道、长宽高(cm)"""
+    """解析重量、渠道、尺寸和费率区域；尺寸单位由调用方识别。"""
     t = text.replace(" ", "")
-    intent = {"weight": None, "channel": None, "dims": None}
+    intent = {"weight": None, "channel": None, "dims": None, "region": shipping_region(text)}
 
     # 尺寸：在原始文本上解析（空格有助于区分尺寸和后面的重量）
     intent["dims"] = parse_dims(text)
@@ -192,17 +207,21 @@ def pick_rate(weight_kg, tiers):
 def calc_warehouse_card(cbm, channel, warehouse_key=None, country=None):
     """海外仓卡派：按方（CBM）计费，1CBM+ 和 0.5CBM+ 两档
 
-    country 传入国家代码（DE/FR/PL/CZ/ES）时，优先选择包含该后缀的仓点组。
+    country 传入国家代码（DE/FR/PL/CZ/ES）时，仅选择包含该后缀的仓点组；无匹配不报价。
     """
     if not RX or not RX.WAREHOUSE_CARD:
         return None
     keys = list(RX.WAREHOUSE_CARD)
     key = warehouse_key
+    if key and key not in RX.WAREHOUSE_CARD:
+        return None
     if not key and country:
         for k in keys:
             if ("-" + country) in k.upper():
                 key = k
                 break
+        if not key:
+            return None
     if not key:
         key = keys[0]
     row = RX.WAREHOUSE_CARD.get(key) or RX.WAREHOUSE_CARD[keys[0]]
@@ -213,7 +232,9 @@ def calc_warehouse_card(cbm, channel, warehouse_key=None, country=None):
     tier = "1CBM+" if cbm >= 1 else "0.5CBM+"
     stores = [s for s in key.splitlines() if s.strip()]
     if country:
-        stores = [s for s in stores if ("-" + country) in s.upper()] or stores
+        stores = [s for s in stores if ("-" + country) in s.upper()]
+        if not stores:
+            return None
     else:
         stores = stores[:1]
     note = "报价表中的仓点分组：" + "、".join(stores)
@@ -315,7 +336,8 @@ def freight_reply(intent):
     dims = intent["dims"]
     unit = intent.get("dim_unit") or "cm"
     lines = []
-    channels = [intent["channel"]] if intent["channel"] else ["sea", "air"]
+    default_channels = ['sea_uk', 'air_uk'] if intent.get('region') == 'uk' else ['sea', 'air']
+    channels = [intent["channel"]] if intent["channel"] else default_channels
     for ch in channels:
         c = calc_freight(w, ch, dims, unit)
         parts = [f"实重 {w:g} kg" if w else "实重：未提供"]

logistics_chat/routes/__init__.py

@@ -2,6 +2,6 @@
 
 
 def register_routes(app):
-    from . import admin, business, chat, files, history, human, pages
-    for module in (admin, business, chat, files, history, human, pages):
+    from . import admin, business, chat, customer, files, history, human, pages, speech, visitor
+    for module in (admin, business, chat, customer, files, history, human, pages, speech, visitor):
         app.register_blueprint(module.bp)

logistics_chat/routes/admin.py

@@ -1,8 +1,11 @@
 """HTTP adapters for admin; business logic lives in services."""
 
-from flask import Blueprint, Response, render_template, request
+import sqlite3
 
-from .. import business_service
+from flask import Blueprint, Response, g, jsonify, render_template, request
+from werkzeug.exceptions import RequestEntityTooLarge
+
+from .. import business_service, db, order_admin_service, order_data, order_import_service, staff_service
 
 bp = Blueprint('admin', __name__)
 
@@ -13,12 +16,36 @@ def admin_stats():
 
 @bp.route('/admin/login', methods=['POST'])
 def admin_login():
-    return business_service.admin_login(request.json or {})
+    request.max_content_length = 4096
+    return staff_service.login(request.get_json(silent=True))
+
+
+@bp.get('/api/admin/session')
+def staff_session():
+    return {'ok': True, **g.staff}
+
+
+@bp.post('/admin/logout')
+def staff_logout():
+    return staff_service.logout()
 
 
 @bp.route('/api/export_chat')
 def export_chat():
-    return Response(business_service.export_chat(), mimetype='text/csv', headers={'Content-Disposition': 'attachment;filename=chat_export.csv'})
+    format = 'csv' if request.args.get('format') == 'csv' else 'xlsx'
+    mimetype = 'text/csv' if format == 'csv' else 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet'
+    return Response(business_service.export_chat(format), mimetype=mimetype,
+                    headers={'Content-Disposition': 'attachment;filename=chat_export.' + format})
+
+
+@bp.route('/api/agents/list')
+def agents_list():
+    return business_service.agents_list()
+
+
+@bp.route('/api/search_chat')
+def search_chat():
+    return business_service.search_chat(request.args.get('q', '').strip())
 
 
 @bp.route('/admin')
@@ -29,3 +56,133 @@ def admin():
 @bp.route('/admin/dashboard')
 def admin_dash():
     return render_template('admin.html')
+
+
+@bp.get('/admin/orders')
+def admin_orders():
+    return render_template('admin_orders.html')
+
+
+@bp.get('/api/admin/orders/import/template')
+def order_import_template():
+    return Response(order_import_service.template_csv(), mimetype='text/csv; charset=utf-8',
+                    headers={'Content-Disposition': "attachment; filename*=UTF-8''order-import-template.csv"})
+
+
+def _read_order_import():
+    request.max_content_length = order_import_service.MAX_UPLOAD_BYTES + 64 * 1024
+    uploaded = request.files.get('file')
+    if uploaded is None:
+        raise order_import_service.ImportFileError('请选择CSV或XLSX文件。')
+    parsed = order_import_service.parse_order_upload(uploaded.filename, uploaded.read())
+    parsed['filename'] = uploaded.filename
+    return parsed
+
+
+def _order_preview(parsed, connection):
+    duplicate_count = order_import_service.mark_existing_rows(connection, parsed['rows'])
+    return {
+        'summary': {'total_rows': parsed['total_rows'], 'valid_rows': len(parsed['rows']),
+                    'duplicate_rows': duplicate_count, 'error_rows': len(parsed['errors'])},
+        'preview': [{key: row.get(key) for key in ('row', 'tenant_id', 'order_no', 'status',
+                    'inbound_code', 'shipment_id', 'country_code', 'transport_mode',
+                    'warehouse_code', 'package_count', 'gross_weight_kg', 'volume_cbm', 'duplicate')}
+                    for row in parsed['rows'][:20]],
+        'preview_limited': len(parsed['rows']) > 20,
+        'errors': parsed['errors'],
+    }
+
+
+@bp.post('/api/admin/orders/import/preview')
+def preview_order_import():
+    try:
+        parsed = _read_order_import()
+    except order_import_service.ImportFileError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except RequestEntityTooLarge:
+        return jsonify({'ok': False, 'error': '文件不能超过5 MB。'}), 413
+    connection = db.connect()
+    try:
+        parsed = order_import_service.validate_tenants(connection, parsed)
+        result = _order_preview(parsed, connection)
+    finally:
+        connection.close()
+    return jsonify({'ok': not parsed['errors'], **result}), 400 if parsed['errors'] else 200
+
+
+@bp.post('/api/admin/orders/import')
+def confirm_order_import():
+    try:
+        parsed = _read_order_import()
+    except order_import_service.ImportFileError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except RequestEntityTooLarge:
+        return jsonify({'ok': False, 'error': '文件不能超过5 MB。'}), 413
+    if parsed['errors']:
+        return jsonify({'ok': False, 'error': '文件中存在错误行，请修正后重新上传。',
+                        'errors': parsed['errors']}), 400
+    connection = db.connect()
+    try:
+        connection.execute('BEGIN IMMEDIATE')
+        parsed = order_import_service.validate_tenants(connection, parsed)
+        if parsed['errors']:
+            connection.rollback()
+            return jsonify({'ok': False, 'error': '文件中存在错误行，请修正后重新上传。',
+                            **_order_preview(parsed, connection)}), 400
+        existing_keys = {(row['tenant_id'], str(row['order_no']).casefold()) for row in parsed['rows']
+                         if connection.execute('SELECT 1 FROM order_test_data WHERE tenant_id=? AND order_no=?',
+                             (row['tenant_id'], row['order_no'])).fetchone()}
+        imported = order_data.import_records(connection, parsed['rows'])
+        batch_id = order_admin_service.create_import_batch(connection, parsed.get('filename'),
+            g.staff['username'], parsed, imported, existing_keys)
+        connection.commit()
+    except (ValueError, sqlite3.Error):
+        connection.rollback()
+        return jsonify({'ok': False, 'error': '订单导入失败，数据库未写入，请检查文件后重试。'}), 400
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **imported, 'total': parsed['total_rows'], 'batch_id': batch_id})
+
+
+@bp.get('/api/admin/orders/list')
+def list_admin_orders():
+    connection = db.connect()
+    try:
+        result = order_admin_service.list_orders(connection, request.args.get('q', ''),
+            request.args.get('tenant', ''), request.args.get('status', ''),
+            request.args.get('before'), request.args.get('limit', 50))
+    except ValueError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **result})
+
+
+@bp.get('/api/admin/orders/import/batches')
+def list_order_import_batches():
+    connection = db.connect()
+    try:
+        return jsonify({'ok': True, 'batches': order_admin_service.list_import_batches(connection)})
+    finally:
+        connection.close()
+
+
+@bp.post('/api/admin/orders/import/batches/<batch_id>/undo')
+def undo_order_import(batch_id):
+    connection = db.connect()
+    try:
+        connection.execute('BEGIN IMMEDIATE')
+        result = order_admin_service.undo_import_batch(connection, batch_id, g.staff['username'])
+        if result is None:
+            connection.rollback()
+            return jsonify({'ok': False, 'error': '找不到此导入批次。'}), 404
+        connection.commit()
+    except ValueError as error:
+        connection.rollback()
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except sqlite3.Error:
+        connection.rollback()
+        return jsonify({'ok': False, 'error': '撤销失败，请刷新后重试。'}), 500
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **result})

logistics_chat/routes/business.py

@@ -1,8 +1,8 @@
 """HTTP adapters for business; business logic lives in services."""
 
-from flask import Blueprint, request
+from flask import Blueprint, g, request
 
-from .. import business_service
+from .. import business_service, ticket_service, visitor_service
 
 bp = Blueprint('business', __name__)
 
@@ -13,9 +13,47 @@ def my_orders():
 
 @bp.route('/api/ticket', methods=['POST'])
 def add_ticket():
-    return business_service.add_ticket(request.get_json() or {})
+    return business_service.add_ticket(request.get_json(silent=True))
 
 
 @bp.route('/api/tickets')
 def list_tickets():
-    return business_service.list_tickets()
+    return business_service.list_tickets(request.args.get('status', 'pending'),
+                                        request.args.get('limit', 20), request.args.get('before'),
+                                        request.args.get('q', ''), request.args.get('overdue', '0'))
+
+
+@bp.get('/api/tickets/summary')
+def ticket_summary():
+    return ticket_service.ticket_summary(request.args.get('after'))
+
+
+@bp.get('/api/tickets/<int:ticket_id>')
+def get_ticket(ticket_id):
+    return ticket_service.get_ticket(ticket_id)
+
+
+@bp.get('/api/tickets/<int:ticket_id>/events')
+def ticket_events(ticket_id):
+    return ticket_service.ticket_events(ticket_id,request.args.get('limit',20),request.args.get('before'))
+
+
+@bp.post('/api/tickets/<int:ticket_id>/claim')
+def claim_ticket(ticket_id):
+    return ticket_service.claim_ticket(ticket_id, g.staff)
+
+
+@bp.patch('/api/tickets/<int:ticket_id>')
+def update_ticket(ticket_id):
+    request.max_content_length = 16384
+    return ticket_service.update_ticket(ticket_id, request.get_json(silent=True), g.staff)
+
+
+@bp.route('/api/rate', methods=['POST'])
+def rate_chat():
+    data = request.get_json(silent=True) or {}
+    if not isinstance(data, dict):
+        return {'ok': False}, 400
+    if not visitor_service.owns_human_session(data.get('sid')):
+        return {'ok': False}, 404
+    return business_service.rate_chat(data)

logistics_chat/routes/chat.py

@@ -8,17 +8,36 @@ bp = Blueprint('chat', __name__)
 
 @bp.route('/stream_chat', methods=['GET', 'POST'])
 def stream_chat():
+    def error(message):
+        return Response(chat_service.sse({'e':message}) + chat_service.sse({'d':1}), mimetype='text/event-stream')
+
     if request.method == 'POST':
-        data = request.get_json(silent=True) or {}
-        msg = (data.get('msg') or '').strip()
+        data = request.get_json(silent=True)
+        if not isinstance(data, dict):
+            return error('请求格式无效，请重新发送问题。')
+        msg = data.get('msg', '')
         conv_id = data.get('conv_id')
-        try:
-            conv_id = int(conv_id) if conv_id else None
-        except (TypeError, ValueError):
-            conv_id = None
     else:
-        msg = (request.args.get('msg') or '').strip()
-        conv_id = request.args.get('conv_id', type=int)
+        msg = request.args.get('msg', '')
+        conv_id = request.args.get('conv_id')
+    if not isinstance(msg, str):
+        return error('问题必须是文本，请重新输入。')
+    msg = msg.strip()
+    if isinstance(conv_id, (bool, float)):
+        return error('会话编号无效，请新建对话后重试。')
+    if conv_id not in (None, '', 0):
+        if not isinstance(conv_id, (str, int)):
+            return error('会话编号无效，请新建对话后重试。')
+        if isinstance(conv_id, str) and (len(conv_id) > 19 or not conv_id.isascii() or not conv_id.isdecimal()):
+            return error('会话编号无效，请新建对话后重试。')
+        try:
+            conv_id = int(conv_id)
+        except (ValueError, TypeError):
+            return error('会话编号无效，请新建对话后重试。')
+        if not 0 < conv_id <= 9223372036854775807:
+            return error('会话编号无效，请新建对话后重试。')
+    else:
+        conv_id = None
     frames, headers = chat_service.create_chat_stream(msg, conv_id)
     body = frames if isinstance(frames, str) else stream_with_context(frames)
     return Response(body, mimetype='text/event-stream', headers=headers)
@@ -26,4 +45,4 @@ def stream_chat():
 
 @bp.route('/api/feedback', methods=['POST'])
 def feedback():
-    return business_service.feedback(request.get_json(silent=True) or {})
+    return business_service.feedback(request.get_json(silent=True))

logistics_chat/routes/customer.py

@@ -0,0 +1,68 @@
+"""Public, visitor-bound customer login endpoints. No staff privileges."""
+
+from flask import Blueprint, current_app, jsonify, request
+from werkzeug.exceptions import RequestEntityTooLarge
+from .. import customer_service, customer_order_service
+from ..order_data import OrderDataUnavailable
+
+bp = Blueprint('customer', __name__)
+
+
+@bp.get('/api/customer/session')
+def session():
+    return customer_service.session_status()
+
+
+@bp.post('/api/customer/login')
+def login():
+    request.max_content_length = 2048
+    try:
+        return customer_service.login(request.get_json(silent=True), current_app.extensions['customer_login_attempts'],
+                                      current_app.extensions['customer_login_lock'])
+    except RequestEntityTooLarge:
+        return {'ok':False,'error':'登录信息过长。'}, 413
+
+
+@bp.post('/api/customer/logout')
+def logout():
+    return customer_service.logout()
+
+
+@bp.after_request
+def private_response(response):
+    response.headers['Cache-Control'] = 'no-store'
+    return response
+
+
+def order_request(action):
+    if not customer_service.current_customer_id():
+        return {'ok': False, 'error': 'customer_login_required'}, 401
+    try:
+        return action()
+    except OrderDataUnavailable:
+        return {'ok': False, 'error': '订单暂时无法加载，请稍后重试。'}, 503
+
+
+@bp.get('/api/customer/orders')
+def orders():
+    def browse():
+        status = request.args.get('status', 'all')
+        if status not in customer_order_service.FILTERS:
+            return {'ok': False, 'error': '订单状态筛选无效。'}, 400
+        before = request.args.get('before')
+        if before is not None:
+            if not before.isascii() or not before.isdigit() or len(before) > 19 or not 0 < int(before) <= 9223372036854775807:
+                return {'ok': False, 'error': '分页参数无效。'}, 400
+            before = int(before)
+        return customer_order_service.list_orders(before, status)
+    return order_request(browse)
+
+
+@bp.get('/api/customer/orders/<int:order_id>')
+def order(order_id):
+    def detail():
+        card = customer_order_service.order_detail(order_id)
+        if card is None:
+            return {'ok': False, 'error': '订单不存在或当前账号无权查看。'}, 404
+        return jsonify({'ok': True, 'card': card})
+    return order_request(detail)

logistics_chat/routes/files.py

@@ -1,12 +1,17 @@
 """HTTP adapters for files; business logic lives in services."""
 
-from flask import Blueprint, request, send_from_directory
+from flask import Blueprint, render_template, request, send_from_directory
+from werkzeug.exceptions import NotFound
 
-from .. import file_service
+from .. import file_service, visitor_service
 from ..config import get_setting
 
 bp = Blueprint('files', __name__)
 
+
+def unavailable(staff=False):
+    return render_template('attachment_unavailable.html', staff=staff), 404, {'Cache-Control':'private, no-store'}
+
 @bp.route('/api/upload', methods=['POST'])
 def upload_file():
     return file_service.upload_file(request.files)
@@ -14,4 +19,21 @@ def upload_file():
 
 @bp.route('/uploads/<path:name>')
 def uploaded_file(name):
-    return send_from_directory(get_setting('UPLOAD_DIR'), name)
+    if not visitor_service.owns_upload(name):
+        return unavailable()
+    try:
+        response = send_from_directory(get_setting('UPLOAD_DIR'), name)
+    except NotFound:
+        return unavailable()
+    response.headers['Cache-Control'] = 'private, no-store'
+    return response
+
+
+@bp.route('/api/staff/uploads/<path:name>')
+def staff_uploaded_file(name):
+    try:
+        response = send_from_directory(get_setting('UPLOAD_DIR'), name)
+    except NotFound:
+        return unavailable(staff=True)
+    response.headers['Cache-Control'] = 'private, no-store'
+    return response

logistics_chat/routes/human.py

@@ -41,6 +41,21 @@ def human_close():
     return human_service.human_close(request.json)
 
 
+@bp.route('/api/human/transfer', methods=['POST'])
+def human_transfer():
+    return human_service.human_transfer(request.json or {}, current_app.extensions['human_typing'])
+
+
+@bp.route('/api/human/note', methods=['POST'])
+def human_note():
+    return human_service.human_note(request.json or {})
+
+
+@bp.route('/api/human/recall', methods=['POST'])
+def human_recall():
+    return human_service.human_recall(request.json or {})
+
+
 @bp.route('/api/human/typing', methods=['POST'])
 def human_typing():
     return human_service.human_typing(request.json, current_app.extensions['human_typing'])

logistics_chat/routes/speech.py

@@ -0,0 +1,47 @@
+"""HTTP adapters for short voice input; no audio is stored or added to history."""
+
+from io import BytesIO
+
+from flask import Blueprint, Request, request
+from werkzeug.exceptions import RequestEntityTooLarge
+
+from .. import speech_service
+
+
+bp = Blueprint('speech', __name__)
+
+
+class MemoryAudioRequest(Request):
+    def _get_file_stream(self, total_content_length, content_type, filename=None, content_length=None):
+        if self.path == '/api/speech/transcribe':
+            return BytesIO()
+        return super()._get_file_stream(total_content_length, content_type, filename, content_length)
+
+
+@bp.after_request
+def no_cache(response):
+    response.headers['Cache-Control'] = 'no-store'
+    return response
+
+
+@bp.get('/api/speech/config')
+def speech_config():
+    return {'enabled': speech_service.speech_enabled(), 'max_seconds': speech_service.MAX_DURATION_SECONDS,
+            'max_bytes': speech_service.MAX_AUDIO_BYTES}, {'Cache-Control': 'no-store'}
+
+
+@bp.post('/api/speech/transcribe')
+def speech_transcribe():
+    request.max_content_length = speech_service.MAX_AUDIO_BYTES + 64 * 1024
+    if not speech_service.speech_enabled():
+        return {'ok': False, 'error': speech_service.UNAVAILABLE}, 503
+    try:
+        files = request.files
+        try:
+            return speech_service.transcribe_recording(files.get('audio'), request.form.get('duration'),
+                                                       request.form.get('language'))
+        finally:
+            for _, upload in files.items(multi=True):
+                upload.close()
+    except RequestEntityTooLarge:
+        return {'ok': False, 'error': '录音文件过大，请缩短后重试。'}, 413

logistics_chat/routes/visitor.py

@@ -0,0 +1,47 @@
+"""Guest bootstrap and owner-checked human support adapters, separate from staff APIs."""
+
+from flask import Blueprint, current_app, request
+from werkzeug.exceptions import RequestEntityTooLarge
+
+from .. import human_service, visitor_service
+
+
+bp = Blueprint('visitor', __name__)
+
+
+@bp.post('/api/visitor/session')
+def visitor_session():
+    request.max_content_length = 1024
+    try:
+        return visitor_service.start_session(request.get_json(silent=True))
+    except RequestEntityTooLarge:
+        return {'ok': False, 'error': '访客会话格式无效。'}, 413
+
+
+@bp.route('/api/visitor/human/<action>', methods=['GET', 'POST'])
+def visitor_human(action):
+    methods = {'poll': 'GET', 'request': 'POST', 'send': 'POST', 'close': 'POST'}
+    if action not in methods or request.method != methods[action]:
+        return {'ok': False}, 404
+    data = request.get_json(silent=True) if request.method == 'POST' else {}
+    if not isinstance(data, dict):
+        return {'ok': False}, 400
+    if action == 'request':
+        if not visitor_service.owns_conversation(data.get('conv_id')):
+            return {'ok': False, 'error': 'conversation_not_found'}, 404
+        return human_service.human_request(data)
+    sid = request.args.get('sid', type=int) if action == 'poll' else data.get('sid')
+    if not visitor_service.owns_human_session(sid):
+        return {'ok': False, 'error': 'session_not_found'}, 404
+    if action == 'poll':
+        after = request.args.get('after', 0, type=int)
+        if not 0 <= after <= 9223372036854775807:
+            return {'ok': False}, 400
+        result = human_service.human_poll(sid, after, current_app.extensions['human_typing'])
+        result.pop('note', None)
+        return result
+    if action == 'send':
+        if data.get('side', 'customer') != 'customer':
+            return {'ok': False}, 403
+        return human_service.human_send({**data, 'side': 'customer'})
+    return human_service.human_close(data)

logistics_chat/speech_service.py

@@ -0,0 +1,174 @@
+"""Bounded, in-memory recording transcription; separate from text chat credentials."""
+
+import base64
+import json
+import math
+import hashlib
+import os
+from pathlib import Path
+import shutil
+import subprocess
+import threading
+import time
+from urllib.parse import urlsplit
+
+import requests
+from flask import current_app
+
+from .config import get_setting
+
+
+MAX_AUDIO_BYTES = 5 * 1024 * 1024
+MAX_DURATION_SECONDS = 60
+UNAVAILABLE = '语音输入暂不可用，请使用文字输入。'
+
+
+class SpeechFailure(Exception):
+    def __init__(self, message, status=502):
+        self.message, self.status = message, status
+
+
+def ffmpeg_binary():
+    configured = get_setting('FFMPEG_BIN')
+    return str(configured) if configured and Path(configured).is_file() else shutil.which('ffmpeg')
+
+
+def speech_enabled():
+    provider = get_setting('ASR_PROVIDER')
+    if provider == 'baidu':
+        return bool(get_setting('BAIDU_ASR_API_KEY') and get_setting('BAIDU_ASR_SECRET_KEY') and ffmpeg_binary())
+    if provider != 'dashscope':
+        return False
+    try:
+        url = urlsplit(get_setting('ASR_URL'))
+    except ValueError:
+        return False
+    return bool(get_setting('ASR_API_KEY') and get_setting('ASR_MODEL')
+                and url.scheme == 'https' and url.hostname and not url.username and not url.password)
+
+
+def post_json(url, **options):
+    response = requests.post(url, timeout=(5, 30), stream=True, allow_redirects=False, **options)
+    try:
+        if response.status_code != 200:
+            raise SpeechFailure('语音转文字失败，请稍后重试。')
+        data = bytearray()
+        for chunk in response.iter_content(4096):
+            data.extend(chunk)
+            if len(data) > 64 * 1024:
+                raise SpeechFailure('语音识别结果无效，请重试。')
+        return json.loads(data)
+    finally:
+        response.close()
+
+
+def baidu_token():
+    key, secret = get_setting('BAIDU_ASR_API_KEY'), get_setting('BAIDU_ASR_SECRET_KEY')
+    identity = hashlib.sha256((key + '\0' + secret).encode()).hexdigest()
+    lock = current_app.extensions.setdefault('speech_token_lock', threading.Lock())
+    with lock:
+        cached = current_app.extensions.get('speech_token')
+        if cached and cached['identity'] == identity and cached['expires'] > time.time():
+            return cached['token']
+        data = post_json('https://aip.baidubce.com/oauth/2.0/token', data={
+            'grant_type':'client_credentials', 'client_id':key, 'client_secret':secret})
+        token = data.get('access_token')
+        if not isinstance(token, str) or not token:
+            raise SpeechFailure(UNAVAILABLE, 503)
+        current_app.extensions['speech_token'] = {'identity':identity, 'token':token,
+            'expires':time.time() + max(0, min(float(data.get('expires_in', 0)), 2592000) - 60)}
+        return token
+
+
+def to_pcm(content):
+    """Decode browser WebM/MP4 in pipes to mono 16 kHz, without temporary audio files."""
+    binary = ffmpeg_binary()
+    if not binary:
+        raise SpeechFailure(UNAVAILABLE, 503)
+    result = subprocess.run([binary, '-hide_banner', '-loglevel', 'error', '-protocol_whitelist', 'pipe',
+        '-i', 'pipe:0', '-map', '0:a:0', '-vn', '-sn', '-dn', '-ac', '1', '-ar', '16000',
+        '-t', '61', '-f', 's16le', 'pipe:1'], input=content, stdout=subprocess.PIPE, stderr=subprocess.PIPE,
+        timeout=10, creationflags=subprocess.CREATE_NO_WINDOW if os.name == 'nt' else 0)
+    if result.returncode != 0 or len(result.stdout) < 12800:
+        raise SpeechFailure('录音无法识别，请重新录制。', 422)
+    if len(result.stdout) > 16000 * 2 * MAX_DURATION_SECONDS:
+        raise SpeechFailure('录音超过 60 秒，请缩短后重试。', 400)
+    return result.stdout
+
+
+def baidu_transcribe(content, language):
+    pcm = to_pcm(content)
+    result = post_json('https://vop.baidu.com/server_api', json={'format':'pcm', 'rate':16000, 'channel':1,
+        'cuid':'baiyue-logistics-chat', 'token':baidu_token(), 'dev_pid':1737 if language == 'en' else 1537,
+        'speech':base64.b64encode(pcm).decode('ascii'), 'len':len(pcm)})
+    code = result.get('err_no')
+    if code == 3301:
+        raise SpeechFailure('没有识别到文字，请靠近麦克风重试。', 422)
+    if code != 0:
+        current_app.logger.warning('Baidu ASR request failed: code=%s', code)
+        raise SpeechFailure(UNAVAILABLE if code == 3302 else '语音转文字失败，请稍后重试。', 503 if code == 3302 else 502)
+    parts = result.get('result')
+    if not isinstance(parts, list) or any(not isinstance(part, str) for part in parts):
+        raise SpeechFailure('语音识别结果无效，请重试。')
+    return ''.join(parts)
+
+
+def audio_format(content, mime):
+    """Check container signatures, never trust the uploaded filename."""
+    mime = mime.split(';', 1)[0].lower()
+    if mime == 'audio/webm' and content.startswith(b'\x1aE\xdf\xa3'):
+        return 'audio/webm'
+    if mime in ('audio/mp4', 'audio/x-m4a') and content[4:8] == b'ftyp':
+        return 'audio/mp4'
+    if mime in ('audio/ogg', 'audio/opus') and content.startswith(b'OggS'):
+        return 'audio/ogg'
+    if mime in ('audio/wav', 'audio/x-wav') and content[:4] == b'RIFF' and content[8:12] == b'WAVE':
+        return 'audio/wav'
+    return None
+
+
+def transcribe_recording(upload, duration, language):
+    if not speech_enabled():
+        return {'ok': False, 'error': UNAVAILABLE}, 503
+    if not upload:
+        return {'ok': False, 'error': '没有收到录音，请重新按住说话。'}, 400
+    try:
+        duration = float(duration)
+    except (TypeError, ValueError):
+        duration = 0
+    if not math.isfinite(duration) or not 0.4 <= duration <= MAX_DURATION_SECONDS + 1:
+        return {'ok': False, 'error': '录音时长无效，请录制 1 至 60 秒语音。'}, 400
+    content = upload.read(MAX_AUDIO_BYTES + 1)
+    if len(content) > MAX_AUDIO_BYTES:
+        return {'ok': False, 'error': '录音文件过大，请缩短后重试。'}, 413
+    mime = audio_format(content, upload.mimetype)
+    if len(content) < 16 or not mime:
+        return {'ok': False, 'error': '录音格式不受支持，请使用文字输入或更换浏览器。'}, 415
+    language = 'en' if language == 'en' else 'zh'
+    try:
+        if get_setting('ASR_PROVIDER') == 'baidu':
+            text = baidu_transcribe(content, language)
+        else:
+            body = {'model': get_setting('ASR_MODEL'), 'stream': False,
+                    'messages': [{'role': 'user', 'content': [{'type': 'input_audio', 'input_audio': {
+                        'data': 'data:' + mime + ';base64,' + base64.b64encode(content).decode('ascii')}}]}],
+                    'asr_options': {'language': language, 'enable_itn': True}}
+            result = post_json(get_setting('ASR_URL'), json=body,
+                               headers={'Authorization': 'Bearer ' + get_setting('ASR_API_KEY')})
+            text = result['choices'][0]['message']['content']
+        if not isinstance(text, str) or not text.strip():
+            return {'ok': False, 'error': '没有识别到文字，请靠近麦克风重试。'}, 422
+        text = text.strip()
+        if len(text) > 2000:
+            return {'ok': False, 'error': '识别文字过长，请缩短录音后重试。'}, 422
+        return {'ok': True, 'text': text}, 200
+    except requests.Timeout:
+        return {'ok': False, 'error': '语音转文字超时，请重试。'}, 504
+    except SpeechFailure as error:
+        return {'ok': False, 'error': error.message}, error.status
+    except subprocess.TimeoutExpired:
+        return {'ok': False, 'error': '录音处理超时，请缩短后重试。'}, 504
+    except OSError:
+        return {'ok': False, 'error': UNAVAILABLE}, 503
+    except (requests.RequestException, ValueError, KeyError, IndexError, TypeError):
+        return {'ok': False, 'error': '语音转文字失败，请稍后重试。'}, 502

logistics_chat/staff_service.py

@@ -0,0 +1,162 @@
+"""Independent, revocable staff sessions; only token digests are persisted."""
+
+import hashlib
+from hmac import compare_digest
+import secrets
+import time
+
+from flask import current_app, g, jsonify, redirect, request
+from werkzeug.security import check_password_hash
+
+from .db import connect
+
+COOKIE_NAME = 'baiyue_staff'
+SESSION_SECONDS = 24 * 3600
+PUBLIC_ENDPOINTS = frozenset({
+    'static', 'pages.index', 'pages.health', 'admin.admin', 'admin.admin_login',
+    'chat.stream_chat', 'chat.feedback', 'history.new_chat', 'history.get_history',
+    'history.get_messages', 'history.del_history', 'history.clear_all',
+    'files.upload_file', 'files.uploaded_file', 'business.add_ticket', 'business.rate_chat',
+    'visitor.visitor_session', 'visitor.visitor_human', 'customer.session',
+    'customer.login', 'customer.logout', 'customer.orders', 'customer.order',
+    'speech.speech_config', 'speech.speech_transcribe',
+})
+
+
+def digest(value):
+    return hashlib.sha256(value.encode('utf-8')).hexdigest()
+
+
+def init_staff_tables(connection):
+    columns = {row[1] for row in connection.execute('PRAGMA table_info(staff_sessions)')}
+    required = {'token_hash', 'username', 'auth_stamp', 'csrf_token', 'expires_at'}
+    if columns and not required.issubset(columns):
+        # Older versions keyed sessions by agent_id. Revoke incompatible credentials
+        # and rebuild this disposable auth table; never alter accounts/business data.
+        connection.execute('DROP TABLE staff_sessions')
+    connection.execute('''CREATE TABLE IF NOT EXISTS staff_sessions (
+        token_hash TEXT PRIMARY KEY, username TEXT NOT NULL, auth_stamp TEXT NOT NULL,
+        csrf_token TEXT NOT NULL, expires_at REAL NOT NULL
+    )''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_staff_expiry ON staff_sessions(expires_at)')
+    # Legacy unlimited sessions have no issue time; require a fresh bounded login.
+    # Leave valid deadlines untouched so restarts never extend a session.
+    connection.execute('DELETE FROM staff_sessions WHERE expires_at<=?', (time.time(),))
+    # Recreating a username or restoring an earlier password must not revive cookies.
+    connection.execute('''CREATE TRIGGER IF NOT EXISTS staff_sessions_delete_agent
+        AFTER DELETE ON agents BEGIN
+            DELETE FROM staff_sessions WHERE username=OLD.username;
+        END''')
+    # SQLite REPLACE may skip DELETE triggers; INSERT still fires in every connection.
+    connection.execute('''CREATE TRIGGER IF NOT EXISTS staff_sessions_insert_agent
+        AFTER INSERT ON agents BEGIN
+            DELETE FROM staff_sessions WHERE username=NEW.username;
+        END''')
+    connection.execute('''CREATE TRIGGER IF NOT EXISTS staff_sessions_change_credentials
+        AFTER UPDATE OF username,password ON agents
+        WHEN OLD.username IS NOT NEW.username OR OLD.password IS NOT NEW.password
+        BEGIN DELETE FROM staff_sessions WHERE username=OLD.username; END''')
+
+
+def token_hash():
+    token = request.cookies.get(COOKIE_NAME, '')
+    return digest(token) if len(token) == 64 and all(c in '0123456789abcdef' for c in token) else None
+
+
+def same_origin():
+    origin = request.headers.get('Origin')
+    return (not origin or origin.rstrip('/') == request.host_url.rstrip('/')) and request.headers.get('Sec-Fetch-Site') != 'cross-site'
+
+
+def attach_staff():
+    """New/unknown endpoints are staff-only until explicitly reviewed as public."""
+    g.staff = None
+    if request.endpoint in PUBLIC_ENDPOINTS:
+        return None
+    hashed = token_hash()
+    if hashed:
+        connection = connect()
+        try:
+            row = connection.execute(
+                'SELECT s.username,a.name,s.csrf_token,s.auth_stamp,a.password '
+                'FROM staff_sessions s JOIN agents a ON a.username=s.username '
+                'WHERE s.token_hash=? AND s.expires_at>?', (hashed, time.time())).fetchone()
+        finally:
+            connection.close()
+        if row and compare_digest(row[3], digest(row[4])):
+            g.staff = {'username': row[0], 'name': row[1], 'csrf_token': row[2]}
+    if not g.staff:
+        if request.path.startswith('/admin/') and request.method in ('GET', 'HEAD'):
+            return redirect('/admin')
+        return jsonify({'ok': False, 'error': 'staff_login_required', 'e': '后台登录已失效，请重新登录。'}), 401
+    if request.method not in ('GET', 'HEAD', 'OPTIONS'):
+        csrf = request.headers.get('X-CSRF-Token', '')
+        if not same_origin() or not compare_digest(csrf.encode('utf-8'), g.staff['csrf_token'].encode('utf-8')):
+            return jsonify({'ok': False, 'error': 'csrf_invalid', 'e': '请求校验失败，请刷新后台页面。'}), 403
+
+
+def login(data):
+    if not same_origin():
+        return {'ok': False}, 403
+    if not request.is_json:
+        return {'ok': False}, 415
+    if not isinstance(data, dict):
+        return {'ok': False}, 401
+    username, password = data.get('username'), data.get('password')
+    if not isinstance(username, str) or not isinstance(password, str) or not 0 < len(username) <= 256 or not 0 < len(password) <= 1024:
+        return {'ok': False}, 401
+    attempts = current_app.extensions['staff_login_attempts']
+    lock = current_app.extensions['staff_login_lock']
+    # Proxy traffic can share a peer IP. Failures for one account must not lock all staff.
+    attempt_key = (request.remote_addr or 'unknown', username)
+    now = time.time()
+    # Reserve attempts before expensive password hashing, including concurrent requests.
+    with lock:
+        for key in list(attempts):
+            attempts[key] = [instant for instant in attempts[key] if now - instant < 300]
+            if not attempts[key]:
+                del attempts[key]
+        if len(attempts.get(attempt_key, [])) >= 5:
+            return {'ok': False, 'e': '登录尝试过多，请 5 分钟后重试。'}, 429, {'Retry-After': '300'}
+        attempts.setdefault(attempt_key, []).append(now)
+    connection = connect()
+    try:
+        row = connection.execute('SELECT name,password FROM agents WHERE username=?', (username,)).fetchone()
+        valid = False
+        if row and isinstance(row[1], str) and row[1]:
+            if row[1].startswith(('pbkdf2:', 'scrypt:')):
+                try:
+                    valid = check_password_hash(row[1], password)
+                except (ValueError, TypeError):
+                    pass
+            else:
+                valid = compare_digest(row[1].encode('utf-8'), password.encode('utf-8'))
+        if not valid:
+            return {'ok': False}, 401
+        token, csrf = secrets.token_hex(32), secrets.token_hex(32)
+        connection.execute('DELETE FROM staff_sessions WHERE expires_at<=? OR token_hash=?', (now, token_hash()))
+        connection.execute('INSERT INTO staff_sessions VALUES(?,?,?,?,?)',
+                           (digest(token), username, digest(row[1]), csrf, now + SESSION_SECONDS))
+        connection.commit()
+    finally:
+        connection.close()
+    with lock:
+        attempts.pop(attempt_key, None)
+    response = jsonify({'ok': True, 'name': row[0]})
+    response.set_cookie(COOKIE_NAME, token, max_age=SESSION_SECONDS, httponly=True,
+                        secure=request.is_secure, samesite='Lax', path='/')
+    response.headers['Cache-Control'] = 'no-store'
+    return response
+
+
+def logout():
+    connection = connect()
+    try:
+        connection.execute('DELETE FROM staff_sessions WHERE token_hash=?', (token_hash(),))
+        connection.commit()
+    finally:
+        connection.close()
+    response = jsonify({'ok': True})
+    response.delete_cookie(COOKIE_NAME, path='/', httponly=True, secure=request.is_secure, samesite='Lax')
+    response.headers['Cache-Control'] = 'no-store'
+    return response

logistics_chat/ticket_service.py

@@ -0,0 +1,243 @@
+"""Staff-owned offline ticket lifecycle and optimistic updates."""
+
+from contextlib import closing
+from datetime import datetime, datetime as DateTime, timedelta
+from math import ceil
+
+from .db import connect
+
+STATES = ('pending', 'processing', 'completed')
+MAX_TICKET_ID = 2**63 - 1
+COLUMNS = ('id', 'content', 'phone', 'ctime', 'status', 'owner_username', 'owner_name',
+           'note', 'updated_at', 'completed_at', 'version', 'claimed_at', 'claimed_at_estimated')
+EVENT_COLUMNS = ('id', 'ticket_id', 'action', 'actor_username', 'actor_name', 'ctime',
+                 'old_status', 'new_status', 'old_note', 'new_note')
+PENDING_TIMEOUT = 30 * 60
+PROCESSING_TIMEOUT = 20 * 60
+
+
+def init_ticket_tables(connection):
+    columns = {row[1] for row in connection.execute('PRAGMA table_info(tickets)')}
+    additions = {'owner_username':'TEXT', 'owner_name':"TEXT NOT NULL DEFAULT ''",
+                 'note':"TEXT NOT NULL DEFAULT ''", 'updated_at':'TEXT',
+                 'completed_at':'TEXT', 'version':'INTEGER NOT NULL DEFAULT 0'}
+    for name, declaration in additions.items():
+        if name not in columns:
+            connection.execute(f'ALTER TABLE tickets ADD COLUMN {name} {declaration}')
+    connection.execute("UPDATE tickets SET status='pending' WHERE status IS NULL OR status=''")
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_ticket_status_id ON tickets(status,id)')
+
+
+def init_ticket_history(connection):
+    columns = {row[1] for row in connection.execute('PRAGMA table_info(tickets)')}
+    if 'claimed_at' not in columns:
+        connection.execute('ALTER TABLE tickets ADD COLUMN claimed_at TEXT')
+    if 'claimed_at_estimated' not in columns:
+        connection.execute('ALTER TABLE tickets ADD COLUMN claimed_at_estimated INTEGER NOT NULL DEFAULT 0')
+    connection.execute('''CREATE TABLE IF NOT EXISTS ticket_events (
+        id INTEGER PRIMARY KEY AUTOINCREMENT, ticket_id INTEGER NOT NULL,
+        action TEXT NOT NULL, actor_username TEXT, actor_name TEXT NOT NULL,
+        ctime TEXT NOT NULL, old_status TEXT, new_status TEXT,
+        old_note TEXT NOT NULL DEFAULT '', new_note TEXT NOT NULL DEFAULT ''
+    )''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_ticket_events ON ticket_events(ticket_id,id)')
+    # A legacy baseline records only the known state at upgrade, never invented actions.
+    connection.execute('''UPDATE tickets SET claimed_at=updated_at,claimed_at_estimated=1
+        WHERE status='processing' AND claimed_at IS NULL AND datetime(updated_at,'+0 seconds')=updated_at''')
+    connection.execute('''INSERT INTO ticket_events(ticket_id,action,actor_name,ctime,new_status,new_note)
+        SELECT id,'legacy_snapshot','系统',?,status,COALESCE(note,'') FROM tickets
+        WHERE NOT EXISTS(SELECT 1 FROM ticket_events e WHERE e.ticket_id=tickets.id)''',
+        (datetime.now().strftime('%Y-%m-%d %H:%M:%S'),))
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_ticket_pending_time ON tickets(status,ctime)')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_ticket_claimed_time ON tickets(status,claimed_at)')
+
+
+def record_event(connection, ticket_id, action, now, staff=None, old_status=None,
+                 new_status=None, old_note='', new_note=''):
+    connection.execute('''INSERT INTO ticket_events(ticket_id,action,actor_username,actor_name,ctime,
+        old_status,new_status,old_note,new_note) VALUES(?,?,?,?,?,?,?,?,?)''',
+        (ticket_id, action, staff['username'] if staff else None, staff['name'] if staff else '客户',
+         now, old_status, new_status, old_note, new_note))
+
+
+def create_ticket(content, phone):
+    now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+    with closing(connect()) as connection:
+        cursor = connection.execute('INSERT INTO tickets(content,phone,ctime,status) VALUES(?,?,?,?)',
+                                    (content, phone, now, 'pending'))
+        record_event(connection, cursor.lastrowid, 'submitted', now, new_status='pending')
+        connection.commit()
+    return {'ok': True}
+
+
+def _with_overdue(ticket, now=None):
+    ticket.update(overdue_kind=None, overdue_minutes=0)
+    anchor = ticket['ctime'] if ticket['status'] == 'pending' else ticket['claimed_at']
+    threshold = PENDING_TIMEOUT if ticket['status'] == 'pending' else PROCESSING_TIMEOUT
+    if ticket['status'] not in ('pending', 'processing') or not anchor:
+        return ticket
+    try:
+        parsed = DateTime.fromisoformat(anchor)
+        if parsed.strftime('%Y-%m-%d %H:%M:%S') != anchor:
+            return ticket
+        elapsed = ((now or datetime.now()).replace(microsecond=0) - parsed).total_seconds()
+    except (ValueError, TypeError):
+        return ticket
+    if elapsed > threshold:
+        ticket.update(overdue_kind=ticket['status'], overdue_minutes=max(1,ceil((elapsed-threshold)/60)))
+    return ticket
+
+
+def _overdue_predicate():
+    return "((status='pending' AND datetime(ctime,'+0 seconds')=ctime AND ctime<?) OR " \
+           "(status='processing' AND datetime(claimed_at,'+0 seconds')=claimed_at AND claimed_at<?))"
+
+
+def _cutoffs(now):
+    return tuple((now-timedelta(seconds=seconds)).strftime('%Y-%m-%d %H:%M:%S')
+                 for seconds in (PENDING_TIMEOUT, PROCESSING_TIMEOUT))
+
+
+def _ticket(connection, ticket_id):
+    if not 0 < ticket_id <= MAX_TICKET_ID:
+        return None
+    row = connection.execute('SELECT ' + ','.join(COLUMNS) + ' FROM tickets WHERE id=?', (ticket_id,)).fetchone()
+    return _with_overdue(dict(zip(COLUMNS, row))) if row else None
+
+
+def get_ticket(ticket_id):
+    with closing(connect()) as connection:
+        ticket = _ticket(connection, ticket_id)
+    return {'ok': True, 'ticket': ticket} if ticket else ({'ok': False, 'error':'留言不存在。'}, 404)
+
+
+def list_tickets(status='pending', limit=20, before=None, query='', overdue='0'):
+    if overdue not in ('0','1'):
+        return {'ok': False, 'error':'超时筛选参数无效。'}, 400
+    if not isinstance(query, str) or len(query) > 100:
+        return {'ok': False, 'error':'搜索关键词最多 100 字。'}, 400
+    if status not in (*STATES, 'all'):
+        return {'ok': False, 'error':'留言状态无效。'}, 400
+    try:
+        limit = int(limit)
+        before = int(before) if before is not None else None
+    except (ValueError, TypeError):
+        return {'ok': False, 'error':'分页参数无效。'}, 400
+    if not 1 <= limit <= 100 or (before is not None and not 0 < before <= MAX_TICKET_ID):
+        return {'ok': False, 'error':'分页参数无效。'}, 400
+    clauses, parameters = [], []
+    now = datetime.now()
+    if overdue == '1':
+        clauses.append(_overdue_predicate())
+        parameters.extend(_cutoffs(now))
+    if status != 'all':
+        clauses.append('status=?')
+        parameters.append(status)
+    if before is not None:
+        clauses.append('id<?')
+        parameters.append(before)
+    if query.strip():
+        literal = query.strip().replace('\\', '\\\\').replace('%', '\\%').replace('_', '\\_')
+        fields = ('content', 'phone', 'owner_username', 'owner_name', 'note')
+        clauses.append('(' + ' OR '.join(f"{field} LIKE ? ESCAPE '\\'" for field in fields) + ')')
+        parameters.extend(['%' + literal + '%'] * len(fields))
+    where = ' WHERE ' + ' AND '.join(clauses) if clauses else ''
+    with closing(connect()) as connection:
+        rows = connection.execute('SELECT ' + ','.join(COLUMNS) + ' FROM tickets' + where +
+                                  ' ORDER BY id DESC LIMIT ?', (*parameters, limit)).fetchall()
+    return [_with_overdue(dict(zip(COLUMNS, row)), now) for row in rows]
+
+
+def ticket_summary(after=None):
+    if after is not None:
+        try:
+            after = int(after)
+        except (TypeError, ValueError):
+            return {'ok': False, 'error':'留言提醒游标无效。'}, 400
+        if not 0 <= after <= MAX_TICKET_ID:
+            return {'ok': False, 'error':'留言提醒游标无效。'}, 400
+    # One snapshot, independent of the list's status, search and page cursor.
+    pending_cutoff, processing_cutoff = _cutoffs(datetime.now())
+    with closing(connect()) as connection:
+        pending, latest, new, pending_overdue, processing_overdue = connection.execute(
+            "SELECT (SELECT COUNT(*) FROM tickets WHERE status='pending'),"
+            '(SELECT COALESCE(MAX(id),0) FROM tickets),'
+            '(SELECT COUNT(*) FROM tickets WHERE id>?),'
+            "(SELECT COUNT(*) FROM tickets WHERE status='pending' AND datetime(ctime,'+0 seconds')=ctime AND ctime<?),"
+            "(SELECT COUNT(*) FROM tickets WHERE status='processing' AND datetime(claimed_at,'+0 seconds')=claimed_at AND claimed_at<?)",
+            (after,pending_cutoff,processing_cutoff)).fetchone()
+    return {'pending_count':pending, 'latest_id':latest, 'new_count':new,
+            'overdue_count':pending_overdue+processing_overdue,
+            'pending_overdue_count':pending_overdue, 'processing_overdue_count':processing_overdue}
+
+
+def ticket_events(ticket_id, limit=20, before=None):
+    try:
+        limit = int(limit)
+        before = int(before) if before is not None else None
+    except (ValueError, TypeError):
+        return {'ok':False, 'error':'记录分页参数无效。'}, 400
+    if not 1 <= limit <= 100 or (before is not None and not 0 < before <= MAX_TICKET_ID):
+        return {'ok':False, 'error':'记录分页参数无效。'}, 400
+    with closing(connect()) as connection:
+        if not _ticket(connection,ticket_id):
+            return {'ok':False, 'error':'留言不存在。'}, 404
+        rows = connection.execute('SELECT '+','.join(EVENT_COLUMNS)+' FROM ticket_events WHERE ticket_id=?'+
+            (' AND id<?' if before is not None else '')+' ORDER BY id DESC LIMIT ?',
+            (ticket_id, before, limit) if before is not None else (ticket_id,limit)).fetchall()
+    return [dict(zip(EVENT_COLUMNS,row)) for row in rows]
+
+
+def claim_ticket(ticket_id, staff):
+    if not 0 < ticket_id <= MAX_TICKET_ID:
+        return {'ok': False, 'error':'留言不存在。'}, 404
+    now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+    with closing(connect()) as connection:
+        # The guarded write makes simultaneous claims select exactly one owner.
+        changed = connection.execute("UPDATE tickets SET status='processing',owner_username=?,"
+            "owner_name=?,updated_at=?,claimed_at=?,claimed_at_estimated=0,version=version+1 WHERE id=? AND status='pending' "
+            'AND owner_username IS NULL', (staff['username'], staff['name'], now, now, ticket_id)).rowcount
+        ticket = _ticket(connection, ticket_id)
+        if not changed:
+            return ({'ok': False, 'error':'留言已被领取或已完成，请刷新查看。'}, 409) if ticket else (
+                {'ok': False, 'error':'留言不存在。'}, 404)
+        record_event(connection,ticket_id,'claimed',now,staff,old_status='pending',new_status='processing')
+        connection.commit()
+    return {'ok': True, 'ticket': ticket}
+
+
+def update_ticket(ticket_id, data, staff):
+    if (not isinstance(data, dict) or set(data) - {'version', 'note', 'status'}
+            or type(data.get('version')) is not int or data['version'] < 0
+            or not ({'note', 'status'} & set(data))):
+        return {'ok': False, 'error':'留言更新格式无效，请刷新后重试。'}, 400
+    if 'note' in data and (not isinstance(data['note'], str) or len(data['note']) > 2000):
+        return {'ok': False, 'error':'处理备注最多 2000 字。'}, 400
+    status = data.get('status', 'processing')
+    if status not in ('processing', 'completed'):
+        return {'ok': False, 'error':'处理状态无效。'}, 400
+    with closing(connect()) as connection:
+        connection.execute('BEGIN IMMEDIATE')
+        ticket = _ticket(connection, ticket_id)
+        if not ticket:
+            return {'ok': False, 'error':'留言不存在。'}, 404
+        if ticket['status'] != 'processing':
+            return {'ok': False, 'error':'请先领取留言，已完成留言不能修改。'}, 409
+        if ticket['owner_username'] != staff['username']:
+            return {'ok': False, 'error':'只有负责人可以处理这条留言。'}, 403
+        if ticket['version'] != data['version']:
+            return {'ok': False, 'error':'留言已在其他页面更新，请刷新后核对备注。'}, 409
+        note = data.get('note', ticket['note']).strip()
+        if status == 'completed' and not note:
+            return {'ok': False, 'error':'请先填写处理结果，再标记完成。'}, 400
+        now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+        connection.execute('UPDATE tickets SET note=?,status=?,updated_at=?,completed_at=?,version=version+1 '
+            'WHERE id=?', (note, status, now, now if status == 'completed' else None, ticket_id))
+        if note != ticket['note']:
+            record_event(connection,ticket_id,'note_updated',now,staff,old_note=ticket['note'],new_note=note)
+        if status == 'completed':
+            record_event(connection,ticket_id,'completed',now,staff,old_status='processing',new_status='completed',
+                         new_note=note)
+        ticket = _ticket(connection, ticket_id)
+        connection.commit()
+    return {'ok': True, 'ticket': ticket}

logistics_chat/tracking.py

@@ -13,7 +13,9 @@ def card_to_text(content):
         return content
     try:
         card = json.loads(content[len(CARD_PREFIX):])
-        return f"（已为运单 {card.get('no', '')} 查询过轨迹，当前状态：{card.get('status', '')}）"
+        if card.get('kind') == 'order':
+            return card.get('summary', '')
+        return f"（历史演示轨迹，非真实物流信息：单号 {card.get('no', '')}，演示状态：{card.get('status', '')}）"
     except Exception:
         return "（已为该运单查询过轨迹）"
 
@@ -57,7 +59,7 @@ def extract_tracking_no(text):
     return best
 
 def build_track(no):
-    """生成固定的模拟轨迹：同一个单号每次查都一样"""
+    """Legacy demo helper for old imports; chat queries use order_test_data."""
     rnd = random.Random(no)
     steps = [
         ("已揽收", "义乌仓"),

logistics_chat/visitor_service.py

@@ -0,0 +1,120 @@
+"""Guest possession tokens isolate chat data; they never identify an order customer."""
+
+import hashlib
+import re
+import secrets
+
+from flask import g, has_app_context, jsonify, request
+
+from .db import connect
+
+
+COOKIE_NAME = 'baiyue_visitor'
+KEY_PATTERN = re.compile(r'[0-9a-f]{64}\Z')
+CUSTOMER_PATHS = {
+    '/stream_chat', '/api/new_chat', '/api/get_history', '/api/get_messages', '/api/del_history',
+    '/api/clear_all', '/api/upload', '/api/ticket', '/api/rate', '/api/feedback',
+    '/api/speech/config', '/api/speech/transcribe',
+    '/api/customer/session', '/api/customer/login', '/api/customer/logout', '/api/customer/orders',
+}
+
+
+def valid_key(value):
+    return isinstance(value, str) and KEY_PATTERN.fullmatch(value) is not None
+
+
+def visitor_id():
+    return getattr(g, 'visitor_id', None) if has_app_context() else None
+
+
+def customer_tenant_id():
+    # Set only after validating a server-side customer session.
+    # Visitor cookies, request parameters and headers are deliberately not accepted.
+    value = getattr(g, 'customer_tenant_id', None) if has_app_context() else None
+    if isinstance(value, bool) or not isinstance(value, (str, int)):
+        return None
+    tenant = str(value).strip()
+    return tenant if tenant and len(tenant) <= 128 else None
+
+
+def customer_tenant_ids():
+    if not has_app_context():
+        return ()
+    # Also retain compatibility with a trusted single-tenant authentication adapter.
+    single = customer_tenant_id()
+    if single:
+        return (single,)
+    values = getattr(g,'customer_tenant_ids',())
+    if not isinstance(values,(list,tuple)) or len(values) > 256:
+        return ()
+    return tuple(sorted(set(value for value in values if isinstance(value,str) and 0 < len(value.strip()) <= 128)))
+
+
+def attach_visitor():
+    key = request.cookies.get(COOKIE_NAME)
+    g.visitor_id = hashlib.sha256(key.encode('ascii')).hexdigest() if valid_key(key) else None
+    is_customer = (request.path in CUSTOMER_PATHS or request.path.startswith('/api/visitor/human/')
+                   or request.path.startswith('/api/customer/orders/'))
+    if is_customer and not visitor_id():
+        return jsonify({'ok': False, 'e': '访客会话已失效，请刷新页面重试。'}), 401
+    if (is_customer or request.path == '/api/visitor/session') and request.method not in ('GET', 'HEAD', 'OPTIONS'):
+        origin = request.headers.get('Origin')
+        if origin and origin.rstrip('/') != request.host_url.rstrip('/'):
+            return jsonify({'ok': False, 'e': '请求来源无效。'}), 403
+
+
+def start_session(data):
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '访客会话格式无效。'}, 400
+    key = data.get('key')
+    if key is None:
+        existing = request.cookies.get(COOKIE_NAME)
+        key = existing if valid_key(existing) else secrets.token_hex(32)
+    if not valid_key(key):
+        return {'ok': False, 'error': '访客标识无效。'}, 400
+    response = jsonify({'ok': True, 'key': key})
+    response.set_cookie(COOKIE_NAME, key, max_age=365*24*3600, httponly=True,
+                        secure=request.is_secure, samesite='Lax', path='/')
+    response.headers['Cache-Control'] = 'no-store'
+    return response
+
+
+def owns_conversation(conv_id):
+    from .customer_service import current_customer_id, current_scope_key
+    owner = visitor_id()
+    if not owner or not isinstance(conv_id, int) or isinstance(conv_id, bool) or not 0 < conv_id <= 9223372036854775807:
+        return False
+    connection = connect()
+    try:
+        return bool(connection.execute('SELECT 1 FROM chat_history WHERE id=? AND visitor_id=? '
+                                       'AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?))',
+                                       (conv_id, owner, current_customer_id(),current_scope_key())).fetchone())
+    finally:
+        connection.close()
+
+
+def owns_human_session(sid):
+    from .customer_service import current_customer_id, current_scope_key
+    owner = visitor_id()
+    if not owner or not isinstance(sid, int) or isinstance(sid, bool) or not 0 < sid <= 9223372036854775807:
+        return False
+    connection = connect()
+    try:
+        return bool(connection.execute('SELECT 1 FROM human_sessions s JOIN chat_history h ON h.id=s.conv_id '
+                                       'WHERE s.id=? AND h.visitor_id=? AND (h.customer_id IS NULL OR '
+                                       '(h.customer_id=? AND h.customer_scope=?))',
+                                       (sid, owner, current_customer_id(),current_scope_key())).fetchone())
+    finally:
+        connection.close()
+
+
+def owns_upload(name):
+    owner = visitor_id()
+    if not owner:
+        return False
+    connection = connect()
+    try:
+        return bool(connection.execute('SELECT 1 FROM visitor_uploads WHERE filename=? AND visitor_id=?',
+                                       (name, owner)).fetchone())
+    finally:
+        connection.close()

requirements.txt

@@ -9,6 +9,7 @@ iniconfig==2.3.1
 itsdangerous==2.2.0
 Jinja2==3.1.6
 MarkupSafe==3.0.4
+openpyxl>=3.1,<4
 packaging==26.3
 pluggy==1.7.0
 Pygments==2.21.0

scripts/db_maintenance.py

@@ -0,0 +1,54 @@
+"""Database backup/check/list and explicitly offline restore; no app initialization."""
+
+import argparse
+import json
+from pathlib import Path
+import sqlite3
+import sys
+
+ROOT = Path(__file__).resolve().parents[1]
+if str(ROOT) not in sys.path:
+    sys.path.insert(0, str(ROOT))
+
+from logistics_chat.database_backup import (check_database, daily_backup, restore_database,
+                                           snapshot_database, unique_backup_path)
+
+
+def main(argv=None):
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument('--db', type=Path, default=ROOT/'history.db')
+    parser.add_argument('--backup-dir', type=Path, default=None)
+    parser.add_argument('command', choices=('backup', 'daily', 'list', 'check', 'restore'))
+    parser.add_argument('--input', type=Path)
+    parser.add_argument('--service-stopped', action='store_true', help='Confirm all database users are stopped before restore')
+    args = parser.parse_args(argv)
+    database = args.db.resolve()
+    directory = (args.backup_dir or database.parent/'backups').resolve()
+    try:
+        if args.command == 'backup':
+            path = snapshot_database(database, unique_backup_path(directory, 'manual'))
+            print('Backup: ' + str(path))
+        elif args.command == 'daily':
+            print('Backup: ' + str(daily_backup(database, directory)))
+        elif args.command == 'list':
+            for path in sorted(directory.glob('*.db'), reverse=True):
+                print(json.dumps({'file':str(path), 'bytes':path.stat().st_size}, ensure_ascii=False))
+        elif args.command == 'check':
+            print(check_database(args.input or database))
+        elif args.command == 'restore':
+            if not args.service_stopped:
+                parser.error('Restore requires --service-stopped; stop the app and all database users first')
+            if args.input is None:
+                parser.error('Restore requires --input')
+            safety = restore_database(database, args.input, directory)
+            print('Restored: ' + str(database))
+            if safety:
+                print('Safety backup: ' + str(safety))
+    except (OSError, ValueError, RuntimeError, sqlite3.Error) as error:
+        print('Database operation failed: ' + str(error), file=sys.stderr)
+        return 1
+    return 0
+
+
+if __name__ == '__main__':
+    raise SystemExit(main())

scripts/export_order_tracking.py

@@ -0,0 +1,113 @@
+"""Read order-linked warehouse and shipping facts into an explicit private snapshot.
+
+Requires the optional PyMySQL package. This command never writes to the source DB.
+"""
+
+import argparse
+import json
+from pathlib import Path
+import sys
+
+sys.path.insert(0, str(Path(__file__).resolve().parents[1]))
+
+
+def export_tracking(connection, orders):
+    output = {}
+    for order in orders:
+        key = (str(order.get('tenant_id') or ''), str(order.get('source_order_id') or ''))
+        if not all(value.isdecimal() for value in key) or not order.get('order_no'):
+            raise ValueError('Source snapshot requires numeric tenant_id/source_order_id and order_no')
+        if key in output:
+            raise ValueError('Source snapshot contains duplicate order identities')
+        output[key] = {key_name: order[key_name] for key_name in ('tenant_id', 'source_order_id', 'order_no')}
+        output[key]['tracking_json'] = []
+    ids = sorted({key[1] for key in output})
+    for start in range(0, len(ids), 100):
+        batch = ids[start:start + 100]
+        placeholders = ','.join('%s' for _ in batch)
+        # Every relation uses both source order identity and customer identity.
+        queries = [
+            (f'''SELECT o.tenant_id,o.id AS order_id, i.id AS fact_id,
+                    i.inbounded_at AS actual_at,i.updated_at AS observed_at
+                FROM baiyue_order.ord_order o
+                JOIN baiyue_firstleg.fl_inbound_order i ON i.order_id=o.id AND i.tenant_id=o.tenant_id
+                WHERE o.deleted=0 AND i.deleted=0 AND i.inbounded_at IS NOT NULL
+                  AND o.id IN ({placeholders}) ORDER BY i.id''', 'inbound'),
+            (f'''SELECT DISTINCT o.tenant_id,o.id AS order_id,i.id AS fact_id,
+                    i.frozen_at AS actual_at,i.frozen_at AS observed_at,
+                    p.container_booking_id,b.container_no
+                FROM baiyue_order.ord_order o
+                JOIN baiyue_firstleg.fl_loading_plan_item i
+                  ON i.order_id=o.id AND i.account_id=o.tenant_id AND i.deleted=0
+                JOIN baiyue_firstleg.fl_loading_plan p ON p.id=i.loading_plan_id AND p.plan_status='COMPLETED'
+                JOIN baiyue_firstleg.fl_container_booking b ON b.id=p.container_booking_id
+                WHERE o.deleted=0 AND i.frozen_at IS NOT NULL
+                  AND o.id IN ({placeholders}) ORDER BY i.id''', 'loading'),
+            (f'''SELECT DISTINCT o.tenant_id,o.id AS order_id,n.id AS fact_id,n.standard_node,
+                    n.actual_at,n.estimated_at,n.observed_at,n.created_at,n.location_name,
+                    n.container_booking_id,b.container_no
+                FROM baiyue_order.ord_order o
+                JOIN baiyue_firstleg.fl_loading_plan_item i
+                  ON i.order_id=o.id AND i.account_id=o.tenant_id AND i.deleted=0 AND i.frozen_at IS NOT NULL
+                JOIN baiyue_firstleg.fl_loading_plan p ON p.id=i.loading_plan_id AND p.plan_status='COMPLETED'
+                JOIN baiyue_firstleg.fl_container_booking b ON b.id=p.container_booking_id
+                JOIN baiyue_firstleg.fl_carrier_schedule_node_fact n ON n.container_booking_id=b.id
+                WHERE o.deleted=0 AND o.id IN ({placeholders}) ORDER BY n.id''', 'shipping'),
+        ]
+        for sql, source in queries:
+            with connection.cursor() as cursor:
+                cursor.execute(sql, batch)
+                for row in cursor.fetchall():
+                    key = (str(row['tenant_id']), str(row['order_id']))
+                    if key not in output:
+                        continue
+                    fact = {'event_id': source + ':' + str(row['fact_id']),
+                            'code': {'inbound': 'DOMESTIC_RECEIVED', 'loading': 'LOADING_COMPLETED'}.get(source)
+                                    or row['standard_node'],
+                            'shipment_key': str(row.get('container_booking_id') or ''),
+                            'shipment_no': row.get('container_no') or '',
+                            'place': row.get('location_name') or ''}
+                    for field in ('actual_at', 'estimated_at', 'observed_at', 'created_at'):
+                        value = row.get(field)
+                        fact[field] = value.isoformat(sep=' ') if value else None
+                    output[key]['tracking_json'].append(fact)
+    return list(output.values())
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument('--database-env', type=Path, required=True)
+    parser.add_argument('--orders-snapshot', type=Path, required=True)
+    parser.add_argument('--output', type=Path, required=True)
+    args = parser.parse_args()
+    if args.output.exists(): parser.error('Output already exists; choose a new private snapshot path')
+    if not args.output.parent.is_dir(): parser.error('Output parent directory must exist')
+    if not args.orders_snapshot.is_file() or args.orders_snapshot.stat().st_size > 10 * 1024 * 1024:
+        parser.error('Orders snapshot must be an existing JSON file smaller than 10 MB')
+    orders = json.loads(args.orders_snapshot.read_text(encoding='utf-8-sig'))
+    if isinstance(orders, dict): orders = orders.get('orders')
+    if not isinstance(orders, list) or not orders or len(orders) > 3000:
+        parser.error('Orders snapshot must contain 1 to 3000 orders')
+    import pymysql
+    from dotenv import dotenv_values
+    config = dotenv_values(args.database_env, interpolate=False, encoding='utf-8-sig')
+    required = ('CHONGCHONG_DB_HOST', 'CHONGCHONG_DB_PORT', 'CHONGCHONG_DB_USERNAME', 'CHONGCHONG_DB_PASSWORD')
+    if any(not config.get(key) for key in required): parser.error('Database env is missing connection settings')
+    connection = pymysql.connect(host=config[required[0]], port=int(config[required[1]]),
+        user=config[required[2]], password=config[required[3]], cursorclass=pymysql.cursors.DictCursor,
+        connect_timeout=10, read_timeout=30, write_timeout=10, autocommit=False)
+    try:
+        with connection.cursor() as cursor:
+            cursor.execute('SET SESSION TRANSACTION READ ONLY')
+            cursor.execute('START TRANSACTION WITH CONSISTENT SNAPSHOT, READ ONLY')
+        records = export_tracking(connection, orders)
+    finally:
+        connection.rollback()
+        connection.close()
+    args.output.write_text(json.dumps({'orders': records}, ensure_ascii=False, indent=2), encoding='utf-8')
+    print(json.dumps({'orders': len(records), 'orders_with_tracking': sum(bool(row['tracking_json']) for row in records),
+                      'facts': sum(len(row['tracking_json']) for row in records)}))
+
+
+if __name__ == '__main__':
+    main()

scripts/import_order_test_data.py

@@ -0,0 +1,34 @@
+"""Import an explicit, private order snapshot into the chat SQLite database."""
+
+import argparse
+import json
+from pathlib import Path
+import sqlite3
+import sys
+
+sys.path.insert(0, str(Path(__file__).resolve().parents[1]))
+from logistics_chat.order_data import import_records, import_tracking_records
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument('--snapshot', type=Path, required=True)
+    parser.add_argument('--db', type=Path, required=True)
+    parser.add_argument('--replace', action='store_true', help='Replace existing rows, including manual edits')
+    parser.add_argument('--tracking-only', action='store_true', help='Update only tracking for matching local orders')
+    args = parser.parse_args()
+    if not args.snapshot.is_file() or args.snapshot.stat().st_size > 10*1024*1024:
+        parser.error('Snapshot must be an existing JSON file smaller than 10 MB')
+    records = json.loads(args.snapshot.read_text(encoding='utf-8-sig'))
+    if isinstance(records, dict): records = records.get('orders')
+    if not isinstance(records, list) or len(records) > 3000:
+        parser.error('Snapshot must contain a list of at most 3000 orders')
+    if not args.db.parent.is_dir(): parser.error('Database parent directory must exist')
+    with sqlite3.connect(args.db) as connection:
+        importer = import_tracking_records if args.tracking_only else import_records
+        result = importer(connection, records, replace=args.replace)
+    print(json.dumps(result))
+
+
+if __name__ == '__main__':
+    main()

start.bat

@@ -60,7 +60,7 @@ if not errorlevel 1 (
 echo       OK - port is free.
 
 echo [2/3] Checking dependencies ...
-"%PYTHON_EXE%" %PYTHON_ARGS% -c "import flask, requests, waitress, dotenv" >nul 2>nul
+"%PYTHON_EXE%" %PYTHON_ARGS% -c "import flask, requests, waitress, dotenv, openpyxl" >nul 2>nul
 if errorlevel 1 (
     echo       Missing packages, installing ...
     "%PYTHON_EXE%" %PYTHON_ARGS% -m pip install -r requirements.txt

static/css/admin.css

@@ -10,6 +10,9 @@ body { height: 100dvh; min-height: 0; display: flex; flex-direction: column; ove
 .app-identity h1 { font-size: 14px; font-weight: 500; color: var(--secondary); white-space: nowrap; }
 .workspace-link { font-size: 12px; color: var(--secondary); text-decoration: none; white-space: nowrap; }
 .workspace-link:hover { color: var(--brand); }
+.staff-logout { min-width: 76px; min-height: 44px; padding: 0 10px; border: 1px solid var(--border); border-radius: 7px; color: var(--secondary); background: var(--surface); font-size: 13px; white-space: nowrap; cursor: pointer; }
+.staff-logout:hover, .staff-logout:focus-visible { color: var(--brand); border-color: var(--brand); background: var(--brand-soft); }
+.staff-logout:disabled { opacity: .6; cursor: wait; }
 .data-overview { position: relative; }
 .data-overview summary { display: flex; align-items: center; gap: 7px; padding: 6px 10px; font-size: 12px; color: var(--secondary); cursor: pointer; border-radius: 7px; list-style: none; border: 1px solid var(--border); }
 .data-overview summary::-webkit-details-marker { display: none; }
@@ -54,6 +57,9 @@ body { height: 100dvh; min-height: 0; display: flex; flex-direction: column; ove
 .badge { flex-shrink: 0; padding: 0 5px; border-radius: 5px; background: var(--brand); color: white; font-size: 10px; }
 .queue-item { border: 1px solid var(--border); border-radius: 8px; padding: 14px; margin-bottom: 8px; background: var(--surface); }
 .queue-item .qt { font-size: 13px; font-weight: 600; color: var(--text); }
+.queue-overdue-count, .queue-overdue { display: inline-block; margin-left: 6px; padding: 2px 6px; border-radius: 5px; color: var(--danger); background: #fde1dc; font-size: 11px; font-weight: 600; }
+.queue-wait { display: inline-block; margin-left: 7px; color: var(--secondary); font-size: 11px; font-weight: 400; }
+.queue-item.is-overdue { border-color: #e7a29a; background: #fffaf9; }
 .queue-item small { display: block; color: var(--muted); font-size: 11px; font-weight: 400; margin-top: 5px; }
 .queue-item button { margin-top: 13px; padding: 7px 12px; min-height: 34px; width: 100%; border: 0; border-radius: 6px; background: var(--brand); color: white; font-size: 12px; }
 .list-footer { flex-shrink: 0; display: flex; align-items: center; gap: 7px; padding: 14px 20px; border-top: 1px solid var(--border); color: var(--muted); font-size: 11px; }
@@ -107,6 +113,21 @@ body:not(.has-active-session) .close { display: none; }
 #reply-send:hover:enabled { background: var(--brand-hover); }
 .reply-status { font-size: 12px; line-height: 1.6; color: var(--success); padding-top: 7px; }
 .reply-status.is-error { color: var(--danger); }
+.system-msg { display: block; text-align: center; color: var(--muted); font-size: 12px; }
+.recall-button { border: 0; background: transparent; padding: 0 0 0 10px; color: var(--muted); font-size: 11px; }
+.night-badge { padding: 4px 7px; border-radius: 5px; background: var(--brand-soft); color: var(--secondary); font-size: 11px; }
+.note-input { width: 100%; padding: 9px; margin-bottom: 9px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); resize: vertical; font-size: 13px; }
+.search-dialog { width: min(660px, calc(100vw - 32px)); max-height: calc(100dvh - 60px); padding: 22px; border: 1px solid var(--border); border-radius: 12px; background: var(--surface); color: var(--text); box-shadow: var(--shadow); }
+.search-dialog::backdrop { background: #19263d55; }
+.search-dialog header, .search-dialog form { display: flex; align-items: center; justify-content: space-between; gap: 10px; margin-bottom: 16px; }
+.search-dialog h2 { font-size: 17px; }
+.search-dialog input { flex: 1; min-width: 0; padding: 10px; border: 1px solid var(--border); border-radius: 7px; }
+.search-dialog .quick { width: auto; margin: 0; }
+.search-result { padding: 14px 0; border-bottom: 1px solid var(--border); overflow-wrap: anywhere; }
+.search-result h3 { font-size: 14px; }
+.search-result p { margin: 8px 0; white-space: pre-wrap; font-size: 13px; }
+.search-result small { color: var(--muted); }
+@media (max-width: 720px) { .night-badge { display: none; } .participant-copy { min-width: 55px; } .chat-header-actions { gap: 4px; } }
 .side { display: none; min-height: 0; min-width: 0; overflow-y: auto; background: var(--surface); border-left: 1px solid var(--border); }
 .tools-open .layout { grid-template-columns: 300px minmax(0, 1fr) 310px; }
 .tools-open .side { display: block; }
@@ -122,8 +143,64 @@ body:not(.has-active-session) .close { display: none; }
 .quick { display: block; width: 100%; margin-bottom: 8px; padding: 10px 12px; border: 1px solid var(--border); border-radius: 6px; text-align: left; background: var(--surface); color: var(--secondary); font-size: 12px; }
 .quick:hover:enabled { border-color: #a5bdee; color: var(--brand); background: var(--brand-soft); }
 .quick:disabled { cursor: default; opacity: .5; }
-.ticket-item { padding: 11px; margin-bottom: 9px; border: 1px solid var(--border); border-radius: 6px; color: var(--secondary); font-size: 12px; line-height: 1.8; overflow-wrap: anywhere; }
-.ticket-item span { display: block; margin-top: 6px; font-size: 10px; color: var(--muted); }
+.ticket-toolbar { display: flex; align-items: center; gap: 8px; margin-bottom: 14px; }
+.ticket-overdue-filter { display: inline-flex; align-items: center; gap: 5px; white-space: nowrap; color: var(--secondary); font-size: 12px; }
+.ticket-overdue-filter input { width: 16px; height: 16px; }
+.ticket-inbox-toggle { display: inline-flex; align-items: center; gap: 6px; min-height: 44px; padding: 7px 10px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--brand-text); white-space: nowrap; }
+#ticket-pending-count { padding: 0 5px; min-width: 22px; border-radius: 5px; background: var(--brand-soft); color: var(--brand-text); font-variant-numeric: tabular-nums; }
+.ticket-overdue-toggle { display: inline-flex; align-items: center; gap: 6px; min-height: 44px; padding: 7px 10px; border: 1px solid #f2c2bb; border-radius: 7px; background: #fff7f5; color: var(--danger); white-space: nowrap; }
+#ticket-overdue-count { padding: 0 5px; min-width: 22px; border-radius: 5px; background: #fde1dc; color: var(--danger); font-variant-numeric: tabular-nums; }
+.ticket-alert { display: flex; align-items: center; justify-content: space-between; flex-wrap: wrap; gap: 8px; padding: 8px 22px; background: var(--brand-soft); color: var(--brand-text); border-bottom: 1px solid var(--border); }
+.ticket-alert .ticket-action { background: var(--surface); color: var(--brand-text); }
+.ticket-section-count { color: var(--brand-text); font-size: 12px; }
+.ticket-summary-status { color: var(--danger); font-size: 12px; margin-bottom: 12px; }
+.ticket-summary-status:empty { display: none; }
+.ticket-timing-rule { color: var(--secondary); font-size: 12px; line-height: 1.6; margin: 0 0 14px; }
+.ticket-toolbar .ticket-overdue-filter { min-height: 44px; }
+.ticket-search-form { margin-bottom: 16px; }
+.ticket-search-form label { display: block; margin-bottom: 8px; }
+#ticket-search { width: 100%; min-height: 44px; padding: 9px 10px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); }
+.ticket-search-actions { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 8px; }
+#tickets-title { scroll-margin-top: 80px; }
+.ticket-toolbar label { color: var(--secondary); }
+.ticket-toolbar select { flex: 1; min-width: 0; min-height: 42px; padding: 6px; border: 1px solid var(--border); border-radius: 7px; color: var(--text); background: var(--surface); font: inherit; }
+.ticket-item { display: block; width: 100%; text-align: left; padding: 12px; margin-bottom: 8px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font-size: 14px; overflow-wrap: anywhere; }
+.ticket-item[aria-pressed="true"] { background: var(--brand-soft); }
+.ticket-summary { display: -webkit-box; -webkit-line-clamp: 2; -webkit-box-orient: vertical; overflow: hidden; margin-bottom: 8px; }
+.ticket-row { display: flex; align-items: center; justify-content: space-between; gap: 8px; flex-wrap: wrap; }
+.ticket-row > span:not(.ticket-state), .ticket-time, .ticket-meta { color: var(--secondary); font-size: 12px; overflow-wrap: anywhere; }
+.ticket-time { display: block; margin-top: 6px; }
+.ticket-state { display: inline-block; padding: 2px 7px; border-radius: 5px; color: var(--secondary); background: var(--surface-soft); font-size: 12px; }
+.ticket-state[data-state="processing"] { color: var(--brand-text); background: var(--brand-soft); }
+.ticket-state[data-state="completed"] { color: var(--success); background: var(--success-soft); }
+.ticket-detail { margin-top: 18px; padding-top: 18px; border-top: 1px solid var(--border); }
+.ticket-detail h4 { font-size: 14px; font-weight: 600; }
+.ticket-meta { margin-top: 8px; }
+.ticket-content { margin: 14px 0; padding: 12px; border-radius: 8px; background: var(--surface-soft); white-space: pre-wrap; overflow-wrap: anywhere; }
+.ticket-owner, .ticket-note-label { display: block; margin-bottom: 10px; }
+.ticket-note-label { margin-top: 16px; font-weight: 500; }
+#ticket-note { display: block; width: 100%; padding: 10px; resize: vertical; min-height: 100px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); }
+#ticket-note:read-only { background: var(--surface-soft); }
+.ticket-actions { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 12px; }
+.ticket-action { min-height: 44px; padding: 8px 10px; border: 1px solid var(--border); border-radius: 7px; color: var(--text); background: var(--surface); }
+.ticket-action:hover { background: var(--surface-hover); }
+.ticket-primary { color: #fff; background: var(--brand); border-color: var(--brand); }
+.ticket-primary:hover { background: var(--brand-hover); }
+.ticket-feedback, .ticket-server-note { margin-top: 10px; font-size: 12px; overflow-wrap: anywhere; white-space: pre-wrap; }
+.ticket-feedback { color: var(--success); }
+.ticket-feedback.is-error, .ticket-server-note { color: var(--danger); }
+.ticket-overdue-hint { margin-top: 8px; padding: 8px 10px; border-radius: 6px; color: var(--danger); background: #fff7f5; font-size: 12px; line-height: 1.6; }
+.ticket-overdue-badge { display: inline-block; margin-left: 5px; padding: 2px 6px; border-radius: 5px; color: var(--danger); background: #fde1dc; font-size: 11px; }
+.ticket-history { margin-top: 18px; padding-top: 18px; border-top: 1px solid var(--border); }
+.ticket-history h4 { margin: 0; }
+.ticket-history-list { margin: 10px 0 0; padding: 0; list-style: none; }
+.ticket-history-item { padding: 9px 0; border-bottom: 1px solid var(--border); font-size: 12px; line-height: 1.6; overflow-wrap: anywhere; }
+.ticket-history-item:last-child { border-bottom: 0; }
+.ticket-history-action { color: var(--text); font-weight: 600; }
+.ticket-history-meta { color: var(--secondary); }
+.ticket-history-detail { display: block; margin-top: 3px; white-space: pre-wrap; }
+.ticket-empty { padding: 16px 0; color: var(--secondary); font-size: 13px; }
+@media (max-width: 720px) { #ticket-note, #ticket-search, .ticket-toolbar select { font-size: 16px; } }
 .tools-backdrop, .sessions-back { display: none; }
 @media (max-width: 1200px) {
     .layout, .tools-open .layout { grid-template-columns: 280px minmax(0, 1fr); }
@@ -141,10 +218,10 @@ body:not(.has-active-session) .close { display: none; }
     #chatBox { padding-left: 18px; padding-right: 18px; }
 }
 @media (max-width: 720px) {
-    .topbar { height: 52px; min-height: 52px; padding: 0 16px; }
+    .topbar { height: auto; min-height: 52px; padding: 8px 16px; flex-wrap: wrap; gap: 4px 12px; }
     .app-identity h1, .nav-divider { display: none; }
     .topbar .brand-name { font-size: 14px; }
-    .topbar-actions { gap: 12px; }
+    .topbar-actions { gap: 8px; flex-wrap: wrap; justify-content: flex-end; margin-left: auto; }
     .data-overview summary { font-size: 11px; padding: 5px 8px; }
     .stats { width: min(310px, calc(100vw - 32px)); }
     .layout, .tools-open .layout { display: flex; flex-direction: column; }
@@ -181,6 +258,7 @@ body:not(.has-active-session) .close { display: none; }
     .reply-status { font-size: 11px; }
 }
 @media (max-width: 420px) {
-    .workspace-link { display: none; }
+    .workspace-link:not(.orders-link) { display: none; }
+    .orders-link { display: block; font-size: 11px; }
     .input-actions > span { max-width: 185px; }
 }

static/css/admin_orders.css

@@ -0,0 +1,63 @@
+body.orders-page { min-height: 100vh; color: var(--text); background: #f5f7fa; }
+.orders-topbar { height: 62px; display: flex; justify-content: space-between; align-items: center; padding: 0 clamp(18px, 5vw, 64px); border-bottom: 1px solid var(--border); background: var(--surface); }
+.orders-topbar .brand { display: flex; align-items: center; gap: 10px; color: inherit; text-decoration: none; }
+.orders-topbar .brand-mark { display: grid; place-items: center; width: 32px; height: 32px; border-radius: 9px; background: var(--brand-soft); color: var(--brand); font-size: 11px; font-weight: 700; }
+.orders-topbar .brand-name { font-size: 14px; font-weight: 650; }
+.orders-topbar nav { display: flex; align-items: center; gap: 20px; }
+.orders-topbar nav a { color: var(--secondary); font-size: 13px; text-decoration: none; }
+.orders-topbar nav a:hover { color: var(--brand); }
+.orders-topbar nav button { min-height: 38px; padding: 0 12px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--secondary); cursor: pointer; }
+.orders-shell { width: min(980px, calc(100% - 40px)); margin: 44px auto 80px; }
+.orders-heading { display: flex; justify-content: space-between; align-items: end; gap: 20px; margin-bottom: 26px; }
+.orders-eyebrow { color: var(--brand); font-size: 10px; font-weight: 700; letter-spacing: .14em; }
+.orders-heading h1 { margin-top: 6px; font-size: clamp(25px, 4vw, 31px); letter-spacing: -.03em; }
+.orders-heading p:last-child { margin-top: 8px; color: var(--muted); font-size: 13px; line-height: 1.7; }
+.template-link { flex-shrink: 0; padding: 10px 13px; border: 1px solid #d4e0f9; border-radius: 8px; background: #f3f7ff; color: var(--brand); font-size: 12px; text-decoration: none; }
+.template-link:hover { background: #eaf1ff; }
+.import-card { margin-bottom: 18px; padding: clamp(20px, 4vw, 30px); border: 1px solid var(--border); border-radius: 13px; background: var(--surface); box-shadow: 0 8px 24px #19263d08; }
+.card-heading { display: flex; align-items: flex-start; gap: 13px; margin-bottom: 23px; }
+.step-number { display: grid; place-items: center; flex-shrink: 0; width: 30px; height: 30px; border-radius: 9px; background: var(--brand-soft); color: var(--brand); font-size: 12px; font-weight: 700; }
+.card-heading h2 { font-size: 16px; font-weight: 650; }
+.card-heading p { margin-top: 5px; color: var(--muted); font-size: 12px; line-height: 1.7; }
+.file-picker { position: relative; display: flex; align-items: center; gap: 13px; min-height: 84px; padding: 15px 18px; border: 1px dashed #c7d2e2; border-radius: 9px; background: #fbfcfe; cursor: pointer; transition: border-color .15s ease, background .15s ease; }
+.file-picker:hover, .file-picker:focus-within { border-color: #91ace5; background: #f7f9ff; }
+.file-picker input { position: absolute; inset: 0; width: 100%; height: 100%; opacity: 0; cursor: pointer; }
+.file-icon { display: grid; place-items: center; width: 38px; height: 38px; border-radius: 10px; background: var(--brand-soft); color: var(--brand); font-size: 20px; }
+.file-picker strong, .file-picker small { display: block; }
+.file-picker strong { font-size: 13px; font-weight: 600; }
+.file-picker small { margin-top: 4px; color: var(--muted); font-size: 11px; }
+.import-hint { color: var(--muted); font-size: 11px; line-height: 1.7; }
+.import-hint { margin-top: 12px; }
+.form-actions { display: flex; align-items: center; flex-wrap: wrap; gap: 13px; margin-top: 20px; }
+.button-primary { min-height: 40px; padding: 0 16px; border: 1px solid var(--brand); border-radius: 7px; background: var(--brand); color: white; font-size: 12px; font-weight: 600; cursor: pointer; }
+.button-primary:hover:not(:disabled) { filter: brightness(.96); }
+.button-primary:disabled { opacity: .55; cursor: wait; }
+#import-status { color: var(--secondary); font-size: 12px; }
+#import-status.is-error { color: var(--danger); }
+.summary-grid { display: grid; grid-template-columns: repeat(4, minmax(0, 1fr)); gap: 10px; margin-bottom: 18px; }
+.summary-item { padding: 12px 14px; border: 1px solid var(--border); border-radius: 8px; background: #fafbfd; }
+.summary-item span { display: block; color: var(--muted); font-size: 11px; }
+.summary-item strong { display: block; margin-top: 5px; font-size: 20px; font-variant-numeric: tabular-nums; }
+.table-scroll { overflow-x: auto; border: 1px solid var(--border); border-radius: 8px; }
+.table-scroll table { width: 100%; min-width: 660px; border-collapse: collapse; text-align: left; }
+.table-scroll th, .table-scroll td { padding: 11px 12px; border-bottom: 1px solid #edf0f4; font-size: 11px; white-space: nowrap; }
+.table-scroll th { color: var(--muted); background: #fafbfd; font-weight: 550; }
+.table-scroll tr:last-child td { border-bottom: 0; }
+.row-duplicate { color: #99621a; }
+.row-new { color: #39745f; }
+.error-list { margin-top: 14px; padding: 12px 14px; border: 1px solid #f1d1d1; border-radius: 8px; background: #fff8f8; color: #9f3f43; font-size: 11px; line-height: 1.8; }
+.error-list p + p { margin-top: 4px; }
+.result-actions { justify-content: space-between; align-items: center; }
+.result-actions .import-hint { margin-top: 0; }
+.order-search-form { display: grid; grid-template-columns: minmax(180px, 1.4fr) minmax(150px, 1fr) minmax(140px, .8fr) auto; align-items: end; gap: 12px; margin-bottom: 14px; }
+.order-search-form label { display: grid; gap: 6px; color: var(--secondary); font-size: 12px; }
+.order-search-form input, .order-search-form select { width: 100%; min-height: 40px; padding: 0 11px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); font: inherit; }
+.button-secondary { min-height: 38px; padding: 0 13px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--secondary); font-size: 12px; cursor: pointer; }
+.button-secondary:hover:not(:disabled) { border-color: #bac9e3; background: #f7f9fd; }
+.button-secondary:disabled { opacity: .55; cursor: wait; }
+#order-list-rows strong { font-weight: 600; }
+#order-list-status { min-height: 18px; margin: 0 0 10px; }
+#import-batch-rows button { white-space: nowrap; }
+@media (max-width: 620px) { .orders-topbar { height: 56px; padding: 0 16px; } .orders-topbar nav { gap: 10px; } .orders-topbar nav a { font-size: 11px; } .orders-shell { width: calc(100% - 28px); margin: 28px auto 52px; } .orders-heading { align-items: flex-start; } .template-link { padding: 9px 10px; font-size: 11px; } .summary-grid { grid-template-columns: repeat(2, minmax(0, 1fr)); } .result-actions { align-items: flex-start; flex-direction: column; } }
+@media (max-width: 760px) { .order-search-form { grid-template-columns: 1fr 1fr; } }
+@media (max-width: 460px) { .order-search-form { grid-template-columns: 1fr; } }

static/css/chat.css

@@ -1,5 +1,5 @@
 /* Customer workspace: navigation, welcome, conversation and composer. */
-body { padding: 20px; height: 100dvh; overflow: hidden; }
+body { padding: 20px; height: 100vh; height: 100dvh; overflow: hidden; }
 .chat-container {
     display: flex; width: min(1440px, 100%); height: 100%; margin: auto;
     overflow: hidden; position: relative; border: 1px solid var(--border);
@@ -42,18 +42,73 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .sidebar-footer { border-top: 1px solid var(--border); padding: 15px 7px 0; margin-top: 13px; white-space: nowrap; }
 .clear-all-btn { border: 0; color: var(--muted); background: transparent; padding: 5px 0; font-size: 11px; }
 .clear-all-btn:hover { color: var(--danger); }
-.sidebar-note { display: flex; align-items: center; gap: 7px; margin-top: 10px; color: var(--muted); font-size: 10px; }
+.customer-account { display: block; width: 100%; min-height: 44px; margin-bottom: 8px; padding: 8px 10px; border: 1px solid var(--border); border-radius: 8px; color: var(--brand-text); background: var(--surface); text-align: left; font-size: 14px; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
+.mobile-account { display: none; }
+.customer-orders { flex: 0 1 auto; min-height: 0; max-height: 48%; display: flex; flex-direction: column; border-bottom: 1px solid var(--border); background: var(--surface); }
+.customer-orders-heading { display: flex; align-items: center; gap: 12px; padding: 4px 26px; flex-shrink: 0; background: var(--surface-soft); }
+.customer-orders button { min-height: 44px; color: var(--brand-text); font-size: 14px; background: transparent; border: 1px solid transparent; border-radius: 8px; padding: 8px 12px; }
+.customer-orders button:hover { background: var(--brand-soft); }
+.customer-orders button:focus-visible { outline: 2px solid var(--brand); outline-offset: -2px; }
+#customer-orders-toggle { flex: 1; text-align: left; font-weight: 600; padding-left: 0; }
+#customer-orders-toggle::after { content: '⌄'; margin-left: 10px; display: inline-block; }
+#customer-orders-toggle[aria-expanded="true"]::after { transform: rotate(180deg); }
+.customer-orders-body { min-height: 0; overflow: auto; padding: 8px 26px 12px; overscroll-behavior: contain; }
+.customer-orders-list { display: flex; flex-direction: column; }
+.customer-orders-summary { display: grid; grid-template-columns: repeat(6,minmax(0,1fr)); gap: 6px; padding: 4px 0 10px; }
+.customer-orders .customer-order-filter { display: flex; align-items: center; justify-content: center; gap: 8px; padding: 8px 6px; color: var(--secondary); border-color: var(--border); }
+.customer-order-filter strong { color: var(--text); font-size: 16px; font-weight: 600; font-variant-numeric: tabular-nums; }
+.customer-orders .customer-order-filter[aria-pressed="true"] { color: var(--brand-text); background: var(--brand-soft); border-color: var(--brand); }
+.customer-order-filter[aria-pressed="true"] strong { color: var(--brand-text); }
+.customer-orders-progress { margin: 10px 4px 0; color: var(--secondary); text-align: center; font-size: 13px; }
+@media (max-width: 1100px) { .customer-orders-summary { grid-template-columns: repeat(3,minmax(0,1fr)); } }
+.customer-orders .customer-order-row { display: grid; grid-template-columns: minmax(130px,1.2fr) minmax(60px,1fr) auto auto; gap: 16px; align-items: center; text-align: left; width: 100%; border-bottom: 1px solid var(--border); border-radius: 0; padding: 12px 6px; color: var(--text); }
+.customer-order-identity { min-width: 0; display: flex; flex-direction: column; gap: 4px; }
+.customer-order-identity strong { overflow-wrap: anywhere; font-size: 15px; font-weight: 600; }
+.customer-order-label, .customer-order-route { color: var(--secondary); font-size: 13px; overflow-wrap: anywhere; }
+.customer-order-status { background: var(--brand-soft); color: var(--brand-text); padding: 5px 8px; border-radius: 5px; font-size: 13px; }
+.customer-order-action { color: var(--brand-text); font-size: 13px; }
+#customer-orders-message { padding: 12px 4px; color: var(--secondary); font-size: 14px; }
+#customer-orders-back { margin-bottom: 8px; }
+#customer-orders-detail { max-width: 760px; margin: 0 auto; }
+#customer-orders-more, #customer-orders-retry { display: block; margin: 8px auto 0; border-color: var(--border); }
+@media (max-width: 900px) {
+    .customer-orders { max-height: 44%; }
+    .customer-orders-heading { padding: 2px 16px; }
+    .customer-orders-body { padding: 4px 16px 12px; }
+    .customer-orders .customer-order-row { grid-template-columns: minmax(0,1fr) auto; gap: 7px 12px; }
+    .customer-order-identity { grid-column: 1; grid-row: 1; }
+    .customer-order-status { grid-column: 2; grid-row: 1; }
+    .customer-order-route { grid-column: 1; grid-row: 2; }
+    .customer-order-action { grid-column: 2; grid-row: 2; text-align: right; }
+    .is-composing .customer-orders-body { display: none; }
+}
+.customer-login-cta { display: block; margin-top: 12px; min-height: 40px; padding: 8px 18px; border: 0; border-radius: 8px; background: var(--brand); color: white; font-size: 14px; }
+.customer-login-overlay { position: fixed; inset: 0; z-index: 100; display: grid; place-items: center; padding: 20px; background: rgba(18,33,56,.35); overflow-y: auto; }
+.customer-login-dialog { width: min(380px,100%); max-height: 100%; overflow-y: auto; padding: 24px; border: 1px solid var(--border); border-radius: 14px; background: var(--surface); box-shadow: var(--shadow); }
+.customer-login-dialog h2 { margin: 0 0 20px; font-size: 20px; }
+.customer-login-dialog label { display: block; margin: 14px 0 6px; font-size: 14px; }
+.customer-login-dialog input { width: 100%; min-height: 44px; padding: 9px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font-size: 16px; }
+.customer-login-dialog input:focus { outline: 2px solid var(--brand-soft); border-color: var(--brand); }
+#customer-error { margin-top: 12px; color: var(--danger); font-size: 14px; }
+.customer-login-actions { display: flex; gap: 10px; justify-content: flex-end; margin-top: 22px; }
+.customer-login-actions button { min-height: 44px; min-width: 76px; padding: 8px 16px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); }
+#customer-submit { border-color: var(--brand); background: var(--brand); color: white; }
 .left-panel-hide { width: 0 !important; padding-left: 0 !important; padding-right: 0 !important; visibility: hidden; border: 0; }
-.main-chat { flex: 1; min-width: 0; display: flex; flex-direction: column; position: relative; overflow: hidden; }
+.main-chat { flex: 1; min-width: 0; min-height: 0; display: flex; flex-direction: column; position: relative; overflow: hidden; }
 .chat-title { flex-shrink: 0; min-height: 75px; padding: 16px 26px; display: flex; align-items: center; gap: 13px; border-bottom: 1px solid var(--border); background: var(--surface); z-index: 31; }
 .header-copy { min-width: 0; flex: 1; }
 .header-kicker { font-size: 10px; color: var(--muted); letter-spacing: .06em; margin-bottom: 3px; }
 #app-title { display: block; color: var(--text); font-weight: 650; font-size: 15px; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
-.toggle-divider { width: 32px; height: 32px; padding: 0; flex-shrink: 0; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); font-size: 0; }
+.toggle-divider { width: 44px; height: 44px; padding: 0; flex-shrink: 0; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); font-size: 0; }
 .toggle-divider::before { content: "☰"; font-size: 16px; }
 .toggle-divider:hover { background: var(--surface-soft); color: var(--brand-text); }
 .title-actions { display: flex; gap: 7px; align-items: center; flex-shrink: 0; }
-.theme-toggle { height: 32px; min-width: 33px; padding: 0 8px; border: 1px solid var(--border); border-radius: 8px; color: var(--secondary); background: var(--surface); font-size: 11px; }
+.settings-control { position: relative; }
+.settings-toggle { display: none; }
+.settings-panel { display: flex; align-items: center; gap: 7px; }
+.settings-row { display: contents; }
+.settings-row > span { display: none; }
+.theme-toggle { height: 44px; min-width: 44px; padding: 0 10px; border: 1px solid var(--border); border-radius: 8px; color: var(--secondary); background: var(--surface); font-size: 14px; }
 .theme-toggle:hover { border-color: var(--brand); color: var(--brand-text); background: var(--brand-soft); }
 .service-label { display: flex; gap: 7px; align-items: center; color: var(--secondary); font-size: 11px; margin-right: 8px; }
 #chatDom { flex: 1; min-height: 0; overflow: auto; overflow-x: hidden; padding: 30px 38px 20px; }
@@ -64,7 +119,6 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .ai-avatar svg { width: 27px; height: 27px; }
 .welcome-eyebrow { color: var(--brand-text); font-size: 11px; font-weight: 600; letter-spacing: .06em; margin-bottom: 9px; }
 .ai-welcome-card h3 { font-size: clamp(22px, 2.2vw, 30px); line-height: 1.4; letter-spacing: -.035em; font-weight: 650; color: var(--text); }
-.ai-welcome-card p { color: var(--secondary); font-size: 13px; line-height: 1.8; margin-top: 10px; }
 .suggest-grid { display: grid; grid-template-columns: 1fr 1fr; gap: 12px; margin: 28px 0 0; }
 .suggest-item { display: flex; align-items: center; gap: 13px; min-height: 83px; padding: 17px; border: 1px solid var(--border); border-radius: 11px; background: var(--surface); color: var(--text); text-align: left; width: 100%; }
 .suggest-item:hover { border-color: #9ab6f5; background: var(--brand-soft); box-shadow: 0 3px 12px rgba(49, 95, 213, .04); }
@@ -72,12 +126,11 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .suggest-icon svg { width: 19px; height: 19px; }
 .suggest-copy { min-width: 0; }
 .suggest-copy strong { display: block; font-size: 14px; font-weight: 600; }
-.suggest-copy small { display: block; color: var(--secondary); font-size: 12px; margin-top: 4px; line-height: 1.6; }
 .suggest-arrow { margin-left: auto; color: var(--muted); font-size: 17px; }
 .hot-questions { margin-top: 24px; }
 .hot-questions h4, .recent-chat h4 { color: var(--secondary); font-size: 12px; font-weight: 600; margin-bottom: 10px; }
 .hot-capsule-wrap { display: flex; flex-wrap: wrap; gap: 7px; }
-.hot-capsule { display: inline-flex; align-items: center; border: 1px solid var(--border); background: var(--surface); border-radius: 7px; padding: 6px 10px; color: var(--secondary); font-size: 11px; cursor: pointer; }
+.hot-capsule { display: inline-flex; align-items: center; min-height: 40px; border: 1px solid var(--border); background: var(--surface); border-radius: 7px; padding: 8px 12px; color: var(--secondary); font-size: 13px; cursor: pointer; }
 .hot-capsule:hover { color: var(--brand-text); background: var(--brand-soft); border-color: #a8bfef; }
 .recent-chat { margin-top: 24px; }
 #recentChatWrap { display: grid; grid-template-columns: 1fr 1fr; gap: 8px 18px; }
@@ -86,21 +139,38 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .recent-item:hover { color: var(--brand-text); }
 .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); }
+.composer-toolbar { display: flex; gap: 8px; align-items: center; justify-content: flex-end; margin-bottom: 10px; }
+.composer-toolbar .hot-bar { flex: 1; min-width: 0; margin-bottom: 0; }
+/* Welcome cards already offer these actions; keep shortcuts available in conversations. */
+.main-chat:has(.ai-welcome-card) .hot-bar { display: none; }
+@media (min-width: 901px) {
+    .main-chat:has(.ai-welcome-card) .composer-toolbar { display: none; }
+}
+.voice-toggle, .voice-hold { display: none; }
+.voice-panel { position: absolute; z-index: 35; left: 50%; bottom: calc(var(--composer-height, 150px) + 14px); transform: translateX(-50%); width: min(330px, calc(100% - 32px)); padding: 20px; border: 1px solid var(--border); border-radius: 14px; background: var(--surface); color: var(--brand-text); box-shadow: var(--shadow); text-align: center; pointer-events: none; }
+.voice-panel p { margin: 9px 0; font-size: 13px; }
+.voice-panel.is-cancelling { color: var(--danger); border-color: var(--danger); }
+.voice-wave { display: block; font-size: 26px; letter-spacing: 7px; }
+#voice-clock { font-size: 12px; color: var(--muted); }
 .hot-bar { display: flex; flex-wrap: wrap; align-items: center; gap: 7px; margin-bottom: 10px; }
-.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; }
+.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 .hot-capsule { border: 0; padding: 8px 12px; background: var(--surface-soft); font-size: 13px; }
 .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); }
 .input-area:focus-within { border-color: #7f9fe8; box-shadow: 0 0 0 3px var(--brand-soft); }
 #upload-btn { flex: 0 0 36px; height: 38px; padding: 0; border: 0; border-radius: 7px; background: var(--surface-soft); color: var(--secondary); font-size: 18px; }
 #upload-btn:hover { color: var(--brand-text); }
+.service-rating { margin: 12px auto; padding: 16px; border: 1px solid var(--border); border-radius: 10px; background: var(--surface-soft); text-align: center; color: var(--secondary); font-size: 13px; }
+.rating-choices { display: flex; justify-content: center; gap: 4px; margin-top: 6px; }
+.rating-choices button { padding: 3px 8px; background: transparent; border: 0; color: var(--muted); font-size: 28px; }
+.rating-choices button.selected, .rating-choices button:focus-visible { color: #bd8610; }
+.human-system-message { margin: 8px 0; text-align: center; color: var(--muted); font-size: 12px; }
 #input-text { flex: 1; min-width: 0; min-height: 38px; max-height: 170px; padding: 9px 1px; border: 0; background: transparent; color: var(--text); font-size: 1em; line-height: 1.6; resize: none; outline: none; }
 #input-text::placeholder { color: var(--muted); }
+#input-text:placeholder-shown { white-space: nowrap; overflow: hidden; }
 #send-button { min-width: 66px; height: 38px; flex-shrink: 0; padding: 0 15px; border: 0; border-radius: 8px; background: var(--brand); color: white; font-size: 12px; font-weight: 600; }
 #send-button:hover { background: var(--brand-hover); }
 #send-button.stop { background: var(--danger); }
-.composer-footer { display: flex; justify-content: space-between; align-items: center; gap: 12px; padding: 9px 2px 0; }
-.disclaimer, .keyboard-hint { color: var(--muted); font-size: 11px; }
-.keyboard-hint { white-space: nowrap; }
 .msg-row { display: flex; flex-direction: column; align-items: flex-start; gap: 6px; max-width: 820px; margin: 0 auto 24px; }
 .msg-row.user-line { align-items: flex-end; }
 .message-author { display: flex; align-items: center; gap: 8px; min-height: 24px; margin-bottom: 4px; color: var(--secondary); font-size: 12px; font-weight: 600; }
@@ -117,6 +187,8 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .msg-actions { display: flex; gap: 5px; flex-wrap: wrap; padding-top: 12px; margin-top: 10px; border-top: 1px solid var(--border); }
 .msg-action-btn { min-height: 30px; border: 0; padding: 3px 8px; color: var(--secondary); background: transparent; border-radius: 5px; font-size: 12px; }
 .msg-action-btn:hover, .msg-action-btn.voted { background: var(--surface-hover); color: var(--brand-text); }
+.vote-status { align-self: center; color: var(--muted); font-size: 11px; }
+.vote-status.is-error { color: var(--danger); }
 .error-bubble { border-color: #e9b4bb; background: var(--danger-soft); color: var(--danger); }
 .err-line { margin-bottom: 9px; }
 .retry-btn { border: 1px solid currentColor; border-radius: 6px; padding: 4px 9px; color: inherit; background: transparent; font-size: 11px; }
@@ -144,6 +216,13 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .track-expand { width: 100%; margin-top: 3px; padding: 7px 10px; border: 0; border-radius: 7px; background: var(--surface-soft); color: var(--brand-text); font-size: 12px; }
 .track-expand:hover { background: var(--brand-soft); }
 .track-card .msg-actions { margin-top: 8px; padding-top: 8px; }
+.order-data-fields { display: grid; grid-template-columns: minmax(90px, auto) minmax(0, 1fr); gap: 7px 16px; margin: 14px 0; font-size: 13px; }
+.order-data-fields dt { color: var(--muted); }
+.order-data-fields dd { margin: 0; overflow-wrap: anywhere; }
+.order-details-toggle { display: none; }
+.order-history-empty { color: var(--muted); font-size: 11px; margin: 10px 0; }
+.order-history-title { margin: 18px 0 10px; font-size: 13px; font-weight: 600; }
+.order-tracking-status { margin: 0 0 12px; color: var(--brand-text); font-size: 13px; }
 .to-bottom { display: none; position: absolute; right: 24px; bottom: calc(var(--composer-height, 150px) + 12px); z-index: 4; width: 38px; height: 38px; border-radius: 50%; border: 1px solid var(--border); background: var(--surface); color: var(--secondary); box-shadow: var(--shadow); }
 .to-bottom.show { display: block; }
 .to-bottom:hover { color: var(--brand-text); border-color: var(--brand); }
@@ -154,19 +233,31 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .attachment-file-icon { display: grid; place-items: center; flex-shrink: 0; width: 42px; height: 42px; font-size: 10px; font-weight: 650; border-radius: 7px; background: var(--brand-soft); color: var(--brand-text); }
 .attachment-copy { flex: 1; min-width: 0; }
 .attachment-copy strong { display: block; overflow: hidden; text-overflow: ellipsis; white-space: nowrap; font-size: 12px; font-weight: 500; }
-.attachment-copy small { display: block; font-size: 10px; color: var(--muted); margin-top: 2px; }
 .attachment-remove { flex-shrink: 0; width: 32px; height: 32px; padding: 0; border: 0; border-radius: 7px; color: var(--secondary); background: transparent; font-size: 21px; }
 .attachment-remove:hover { color: var(--danger); background: var(--danger-soft); }
 .composer-status { font-size: 12px; color: var(--secondary); padding: 7px 3px 0; }
 .composer-status.is-error { color: var(--danger); }
 .message-image { display: block; max-width: min(240px, 100%); max-height: 320px; object-fit: contain; border-radius: 8px; }
+.message-image, .image-preview-trigger { cursor: zoom-in; }
+.image-preview-trigger { flex-shrink: 0; padding: 0; border: 0; border-radius: 7px; background: transparent; }
+.attachment-drop-hint { position: absolute; inset: 12px; z-index: 40; display: grid; place-items: center; padding: 24px; border: 2px dashed var(--brand); border-radius: 14px; background: var(--brand-soft); color: var(--brand-text); font-size: 20px; font-weight: 600; text-align: center; pointer-events: none; }
+.image-viewer { width: min(1200px, calc(100% - 32px)); height: calc(100dvh - 32px); max-width: none; max-height: none; margin: auto; padding: 16px; overflow: hidden; border: 1px solid var(--border); border-radius: 14px; color: var(--text); background: var(--surface); }
+.image-viewer[open] { display: flex; flex-direction: column; gap: 12px; }
+.image-viewer::backdrop { background: rgba(10, 20, 35, .78); }
+.image-viewer-header { display: flex; flex-wrap: wrap; align-items: center; justify-content: space-between; gap: 12px; }
+.image-viewer-header h2 { font-size: 18px; }
+.image-viewer-controls { display: flex; flex-wrap: wrap; gap: 8px; }
+.image-viewer-controls button { min-width: 64px; min-height: 44px; padding: 8px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--text); }
+.image-viewer-controls button:hover { border-color: var(--brand); color: var(--brand-text); }
+.image-viewer-stage { display: flex; flex: 1; align-items: flex-start; min-height: 0; overflow: auto; padding: 16px; background: var(--page); border-radius: 8px; }
+.image-viewer-stage img { display: block; flex-shrink: 0; margin: auto; object-fit: contain; }
+.image-viewer-status { margin: auto; color: var(--secondary); font-size: 16px; }
 .message-file { display: block; max-width: 100%; overflow-wrap: anywhere; color: inherit; padding: 6px 0; font-size: 13px; text-underline-offset: 3px; }
 @media (min-width: 901px) and (max-height: 780px) {
     #chatDom { padding-top: 22px; }
     .ai-welcome-card { padding-top: 0; }
     .ai-avatar { width: 42px; height: 42px; margin-bottom: 12px; }
     .welcome-eyebrow { margin-bottom: 6px; }
-    .ai-welcome-card p { margin-top: 8px; }
     .suggest-grid { margin-top: 20px; gap: 10px; }
     .suggest-item { min-height: 72px; padding: 13px 16px; }
     .hot-questions { margin-top: 18px; }
@@ -179,62 +270,88 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
     .composer { width: calc(100% - 50px); }
     .service-label { display: none; }
     .suggest-item { padding: 13px; gap: 10px; }
-    .suggest-copy small { font-size: 11px; }
 }
 @media (max-width: 900px) {
-    body { padding: 0; }
-    .chat-container { border: 0; border-radius: 0; height: 100dvh; }
-    .left-panel { position: absolute; left: 0; top: 72px; bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
+    body { padding: 0; position: fixed; inset: 0; width: 100%; overscroll-behavior: none; }
+    .chat-container { --chat-header-height: 120px; position: fixed; left: 0; right: 0; top: 0; margin: 0; width: 100%; border: 0; border-radius: 0; height: 100vh; height: 100dvh; padding: env(safe-area-inset-top) env(safe-area-inset-right) 0 env(safe-area-inset-left); }
+    .left-panel { position: absolute; left: 0; top: calc(var(--chat-header-height) + env(safe-area-inset-top)); bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
     .left-panel .brand { display: none; }
     .side-closed .left-panel { transform: translateX(-105%); visibility: hidden; pointer-events: none; }
-    .chat-container:not(.side-closed) .sidebar-backdrop { display: block; position: absolute; inset: 72px 0 0; border: 0; z-index: 20; background: rgba(16, 30, 52, .25); }
+    .chat-container:not(.side-closed) .sidebar-backdrop { display: block; position: absolute; inset: calc(var(--chat-header-height) + env(safe-area-inset-top)) 0 0; border: 0; z-index: 20; background: rgba(16, 30, 52, .25); }
     .main-chat { width: 100%; }
-    .chat-title { min-height: 72px; height: 72px; padding: 13px 18px; gap: 11px; }
-    #chatDom { padding: 24px 20px 15px; }
+    .chat-title { min-height: var(--chat-header-height); height: var(--chat-header-height); display: grid; grid-template-columns: 44px minmax(0, 1fr); grid-template-rows: 44px 44px; padding: 12px 18px; gap: 8px 12px; }
+    .header-kicker { font-size: 12px; }
+    #app-title { font-size: 16px; }
+    .title-actions { grid-column: 1 / -1; min-width: 0; gap: 8px; }
+    .mobile-account { display: block; flex: 1; min-width: 0; width: auto; margin: 0; background: var(--brand-soft); border-color: var(--brand); font-weight: 600; }
+    .sidebar-footer .customer-account { display: none; }
+    .new-chat-btn, .clear-all-btn { min-height: 44px; }
+    .panel-title, .history-empty, .clear-all-btn { font-size: 14px; }
+    .history-title { font-size: 15px; }
+    .history-time { font-size: 12px; }
+    #chatDom { padding: 24px 20px 15px; overscroll-behavior-y: contain; }
     .ai-welcome-card { padding-top: 20px; }
-    .composer { width: calc(100% - 40px); }
+    .composer { width: calc(100% - 40px); padding-bottom: calc(10px + env(safe-area-inset-bottom)); }
+    .is-composing .composer { padding-top: 6px; padding-bottom: 6px; }
+    .is-composing .composer-toolbar { display: none; }
+    #input-text, .history-search { font-size: max(16px, 1em); }
+    .history-search { height: 44px; }
+    .history-search-wrap svg { top: 14px; }
+    .composer-toolbar { margin-bottom: 8px; }
+    .hot-bar { display: grid; grid-template-columns: repeat(2, minmax(0, 1fr)); gap: 8px; }
+    .hot-bar .hot-capsule { min-height: 44px; display: inline-flex; align-items: center; justify-content: center; font-size: 13px; }
+    .hot-questions h4, .recent-chat h4 { font-size: 14px; }
+    .hot-questions .hot-capsule { min-height: 44px; }
+    .input-area { align-items: center; }
+    .input-area .emoji-control { display: flex; align-items: center; }
+    #upload-btn, #emoji-toggle, #send-button { display: inline-flex; align-items: center; justify-content: center; min-width: 44px; height: 44px; min-height: 44px; padding-top: 0; padding-bottom: 0; border-radius: 8px; line-height: 1; }
+    #upload-btn { flex-basis: 44px; }
+    #emoji-toggle { width: 44px; }
+    #send-button { font-size: 14px; }
+    #input-text { min-height: 44px; padding-top: 10px; padding-bottom: 10px; line-height: 1.5; }
     .user-message, .robot-message { max-width: 94%; }
-    .del-history-btn { opacity: 1; }
+    .del-history-btn { opacity: 1; width: 44px; height: 44px; }
+    .voice-toggle { display: grid; place-items: center; flex: 0 0 44px; height: 44px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--brand-text); font-size: 20px; line-height: 1; }
+    .input-area.voice-mode #input-text, .input-area.voice-mode .emoji-control, .input-area.voice-mode #send-button { display: none; }
+    .input-area.voice-mode .voice-hold { display: block; flex: 1; min-width: 0; min-height: 44px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--text); font-size: 15px; font-weight: 600; user-select: none; -webkit-user-select: none; -webkit-touch-callout: none; touch-action: none; }
+    .voice-hold.is-recording { color: var(--brand-text); background: var(--brand-soft); }
+    .settings-toggle { display: inline-flex; align-items: center; justify-content: center; }
+    .settings-panel { position: absolute; top: calc(100% + 8px); right: 0; width: min(260px, calc(100vw - 24px)); padding: 8px 12px; display: flex; flex-direction: column; align-items: stretch; gap: 0; border: 1px solid var(--border); border-radius: 12px; background: var(--surface); }
+    .settings-row { display: flex; align-items: center; justify-content: space-between; gap: 16px; min-height: 60px; }
+    .settings-row + .settings-row { border-top: 1px solid var(--border); }
+    .settings-row > span { display: block; color: var(--text); font-size: 16px; }
+    .settings-row .theme-toggle { min-width: 64px; }
 }
 @media (max-width: 520px) {
-    .header-kicker { font-size: 9px; }
-    #app-title { font-size: 13px; }
     .chat-title { padding: 12px; gap: 8px; }
-    .title-actions { gap: 4px; }
-    .theme-toggle { padding: 0 6px; min-width: 29px; font-size: 10px; }
-    #font-toggle { display: none; }
     #chatDom { padding: 20px 16px; }
     .ai-avatar { display: none; }
     .ai-welcome-card { padding-top: 12px; }
     .ai-welcome-card h3 { font-size: 23px; }
-    .ai-welcome-card p { max-width: 300px; margin: 10px auto 0; font-size: 12px; }
     .suggest-grid { gap: 9px; margin-top: 22px; }
-    .suggest-item { flex-direction: column; align-items: flex-start; justify-content: flex-start; min-height: 114px; padding: 13px; gap: 9px; }
+    .suggest-item { flex-direction: column; align-items: flex-start; justify-content: flex-start; min-height: 88px; padding: 13px; gap: 9px; }
     .suggest-icon { width: 32px; height: 32px; border-radius: 8px; }
-    .suggest-copy strong { font-size: 13px; }
-    .suggest-copy small { font-size: 11px; }
+    .suggest-copy strong { font-size: 14px; }
     .suggest-arrow { display: none; }
     .hot-questions { margin-top: 22px; }
-    .hot-questions .hot-capsule-wrap { flex-wrap: nowrap; overflow-x: auto; scrollbar-width: none; padding-bottom: 3px; }
-    .hot-questions .hot-capsule { flex-shrink: 0; white-space: nowrap; }
-    .hot-capsule { font-size: 10px; padding: 6px 8px; }
+    .hot-questions .hot-capsule-wrap { flex-wrap: wrap; }
+    .hot-questions .hot-capsule { max-width: 100%; white-space: normal; text-align: left; }
+    .hot-capsule { font-size: 13px; padding: 8px 10px; }
     #recentChatWrap { grid-template-columns: 1fr; gap: 0; }
     .composer { width: calc(100% - 24px); padding-bottom: calc(10px + env(safe-area-inset-bottom)); }
-    .hot-bar { flex-wrap: nowrap; overflow-x: auto; scrollbar-width: none; gap: 5px; margin-bottom: 8px; }
-    .hot-bar-label { display: none; }
-    .hot-bar .hot-capsule { white-space: nowrap; flex-shrink: 0; }
+    .hot-bar .hot-capsule { padding: 8px; }
     .input-area { gap: 7px; padding: 7px; }
     #send-button { min-width: 57px; padding: 0 12px; }
-    #upload-btn { flex-basis: 36px; height: 42px; }
     #input-text { font-size: 16px; }
-    #send-button { min-height: 42px; }
-    .attachment-remove { width: 40px; height: 40px; }
-    .keyboard-hint { display: none; }
-    .composer-footer { justify-content: center; padding-top: 7px; }
-    .disclaimer { font-size: 10px; }
+    .attachment-remove { width: 44px; height: 44px; }
     .track-text { grid-template-columns: 1fr; gap: 2px; }
     .track-place { grid-column: 1; }
     .robot-message.track-card { padding: 16px; }
-    .track-no { font-size: 15px; }
+    .track-head { align-items: flex-start; gap: 10px; }
+    .track-no { min-width: 0; flex: 1; font-size: 15px; }
+    .order-details-toggle { display: block; width: 100%; min-height: 44px; margin: 0 0 12px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface-soft); color: var(--brand-text); font-size: 12px; }
+    .order-data-fields.is-collapsed { display: none; }
+    .track-expand { min-height: 44px; }
+    .msg-action-btn { min-height: 40px; }
     .to-bottom { right: 15px; }
 }

static/css/theme.css

@@ -76,10 +76,42 @@ svg { display: block; flex-shrink: 0; }
     border: 1px solid var(--border); border-radius: 9px; color: var(--secondary); background: var(--surface);
 }
 .icon-button:hover { color: var(--brand-text); background: var(--brand-soft); }
+.text-button { border: 0; padding: 5px 0; background: transparent; color: var(--brand-text); font-size: 12px; }
+.emoji-control { position: relative; flex-shrink: 0; }
+.emoji-picker { position: absolute; bottom: calc(100% + 12px); left: 0; z-index: 20; display: grid; grid-template-columns: repeat(5, 1fr); width: 230px; padding: 10px; border: 1px solid var(--border); border-radius: 10px; background: var(--surface); box-shadow: var(--shadow); }
+.emoji-picker button { border: 0; border-radius: 6px; background: transparent; font-size: 22px; padding: 6px; }
+.emoji-picker button:hover { background: var(--surface-hover); }
+.attachment-unavailable { display: block; max-width: 260px; padding: 12px; border: 1px dashed var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--secondary); font-size: 12px; line-height: 1.6; }
+.sr-only { position: absolute; width: 1px; height: 1px; overflow: hidden; clip-path: inset(50%); white-space: nowrap; }
 .empty-caption { color: var(--muted); font-size: 12px; line-height: 1.8; }
+.app-modal-overlay {
+    position: fixed; inset: 0; z-index: 200; display: grid; place-items: center;
+    overflow-y: auto; padding: 20px; background: rgba(18, 33, 56, .42);
+}
+.app-modal {
+    width: min(420px, 100%); max-height: min(80dvh, 680px); overflow-y: auto;
+    padding: 22px; border: 1px solid var(--border); border-radius: 14px;
+    background: var(--surface); color: var(--text); box-shadow: var(--shadow);
+}
+.app-modal-title { margin: 0; font-size: 18px; line-height: 1.4; }
+.app-modal-message { margin-top: 9px; color: var(--secondary); font-size: 14px; line-height: 1.7; white-space: pre-wrap; overflow-wrap: anywhere; }
+.app-modal-input { display: block; width: 100%; min-height: 44px; margin-top: 14px; padding: 10px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font: inherit; font-size: 16px; line-height: 1.6; }
+textarea.app-modal-input { min-height: 112px; resize: vertical; }
+.app-modal-input:focus { outline: 3px solid var(--brand-soft); border-color: var(--brand); }
+.app-modal-actions { display: flex; justify-content: flex-end; gap: 10px; margin-top: 20px; }
+.app-modal-actions button { min-width: 80px; min-height: 44px; padding: 8px 14px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); cursor: pointer; }
+.app-modal-actions .app-modal-confirm { border-color: var(--brand); background: var(--brand); color: #fff; }
+.app-modal-actions button:hover { background: var(--surface-hover); color: var(--text); }
+.app-modal-actions .app-modal-confirm:hover { background: var(--brand-hover); color: #fff; }
+.app-modal-actions button:focus-visible { outline: 3px solid var(--brand-soft); outline-offset: 2px; }
 ::-webkit-scrollbar { width: 5px; height: 5px; }
 ::-webkit-scrollbar-thumb { background: #b7c3d5; border-radius: 10px; }
 ::-webkit-scrollbar-track { background: transparent; }
 @media (prefers-reduced-motion: reduce) {
     *, *::before, *::after { animation: none !important; transition: none !important; scroll-behavior: auto !important; }
 }
+@media (max-width: 520px) {
+    .app-modal-overlay { align-items: end; padding: 16px; }
+    .app-modal { width: 100%; max-height: min(85dvh, 680px); padding: 20px 16px calc(20px + env(safe-area-inset-bottom)); border-radius: 14px 14px 10px 10px; }
+    .app-modal-actions button { flex: 1; }
+}

static/js/admin.js

@@ -2,6 +2,7 @@ var curSid = 0;
 var sessions = {};
 var drafts = {};
 var queueItems = [];
+var queueOverdueNotified = new Set();
 var accepting = new Set();
 var sendingSid = "";
 var closingSid = "";
@@ -10,7 +11,12 @@ var listSignature = "";
 var typeTimer = null;
 var toolsOpen = false;
 var toolsOpener = null;
+var staffExpired = false;
+var staffLoggingOut = false;
+var staffPollTimers = [];
+var staffCsrf = document.querySelector('meta[name="staff-csrf-token"]').content;
 var replyInput = document.getElementById("replyText");
+SupportUI.initAttachments(document.getElementById('chatBox'), '图片暂时无法访问，请客户重新发送附件。');
 
 function escapeText(value){
     return String(value == null ? "" : value).replace(/[&<>"']/g, function(character){
@@ -19,13 +25,66 @@ function escapeText(value){
 }
 
 async function adminRequest(path, options){
-    const response = await fetch(path, options);
-    if(!response.ok) throw new Error("HTTP " + response.status);
-    const data = await response.json();
-    if(data && data.ok === false) throw new Error("Request rejected");
-    return data;
+    if(staffExpired) throw new Error("Staff login expired");
+    const controller = new AbortController();
+    const timer = setTimeout(function(){ controller.abort(); }, 10000);
+    try{
+        const headers = Object.assign({}, options && options.headers);
+        if(options && options.method && options.method !== "GET") headers["X-CSRF-Token"] = staffCsrf;
+        const response = await fetch(path, Object.assign({}, options, {headers:headers, signal:controller.signal}));
+        if(response.status === 401){
+            if(!staffExpired){
+                staffExpired = true;
+                staffPollTimers.forEach(clearInterval);
+                window.location.replace("/admin?expired=1");
+            }
+            throw new Error("Staff login expired");
+        }
+        if(staffExpired) throw new Error("Staff login expired");
+        const data = await response.json();
+        if(!response.ok || (data && data.ok === false)){
+            const error = new Error("HTTP " + response.status);
+            error.status = response.status;
+            error.userMessage = data && (data.e || data.error);
+            throw error;
+        }
+        return data;
+    }finally{
+        clearTimeout(timer);
+    }
 }
 
+async function logoutStaff(){
+    if(staffLoggingOut || staffExpired) return;
+    staffLoggingOut = true;
+    const button = document.getElementById("staff-logout");
+    const status = document.getElementById("staff-logout-status");
+    button.disabled = true;
+    button.textContent = "正在退出…";
+    status.hidden = true;
+    try{
+        await postAdmin("/admin/logout", {});
+        staffExpired = true;
+        staffPollTimers.forEach(clearInterval);
+        window.location.replace("/admin");
+    }catch(error){
+        if(!staffExpired){
+            status.textContent = "退出失败，请检查网络后重试。";
+            status.hidden = false;
+        }
+    }finally{
+        staffLoggingOut = false;
+        button.disabled = false;
+        button.textContent = "退出登录";
+    }
+}
+document.getElementById("staff-logout").onclick = logoutStaff;
+window.addEventListener("pageshow", function(event){
+    if(event.persisted){
+        adminRequest("/api/admin/session").then(function(data){ staffCsrf = data.csrf_token; }).catch(function(){});
+    }
+});
+
 function postAdmin(path, data){
     return adminRequest(path, {method:"POST", headers:{"Content-Type":"application/json"}, body:JSON.stringify(data)});
 }
@@ -48,6 +107,7 @@ function updateComposer(){
     document.querySelectorAll(".quick").forEach(function(button){
         button.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
     });
+    updateAdminTools();
 }
 
 function resizeReply(){
@@ -84,37 +144,46 @@ function renderQueue(){
         return ("#" + item.id + " " + item.ctime).toLowerCase().includes(term);
     });
     document.getElementById("queue-count").textContent = queueItems.length;
+    document.getElementById("queue-overdue-count").textContent = "超时 " + queueItems.filter(function(item){ return item.overdue; }).length;
     document.getElementById("session-browser").classList.toggle("queue-empty", queueItems.length === 0);
     document.getElementById("queue").innerHTML = visible.length
         ? visible.map(function(item){
             const sid = Number(item.id);
-            return '<div class="queue-item"><div class="qt">对话 #'+sid+'<small>'+escapeText(item.ctime)+'</small></div><button type="button" onclick="accept('+sid+')">接入会话 →</button></div>';
+            const age = Number(item.waiting_minutes) || 0;
+            const wait = item.overdue
+                ? '<span class="queue-overdue">排队超时 '+escapeText(item.overdue_minutes)+' 分钟</span>'
+                : '<span class="queue-wait">已等待 '+escapeText(age)+' 分钟</span>';
+            return '<div class="queue-item'+(item.overdue ? ' is-overdue' : '')+'"><div class="qt">对话 #'+sid+wait+'<small>'+escapeText(item.ctime)+'</small></div><button type="button" onclick="accept('+sid+')">接入会话 →</button></div>';
         }).join("")
         : '<div class="list-empty">'+(term ? "没有匹配的排队会话" : "当前没有排队会话")+'</div>';
 }
 
 async function loadQueue(){
     try{
-        queueItems = await adminRequest("/api/human/queue");
-        renderQueue();
-        if(!curSid && queueItems.length && !sessions[String(queueItems[0].id)]){
-            accept(queueItems[0].id);
+        const list = await adminRequest("/api/human/queue");
+        const waitingOverdue = new Set(list.filter(function(item){ return item.overdue; }).map(function(item){ return String(item.id); }));
+        queueOverdueNotified.forEach(function(id){ if(!waitingOverdue.has(id)) queueOverdueNotified.delete(id); });
+        const newlyOverdue = list.filter(function(item){
+            const id = String(item.id);
+            if(!item.overdue || queueOverdueNotified.has(id)) return false;
+            queueOverdueNotified.add(id);
+            return true;
+        });
+        if(newlyOverdue.length){
+            SupportUI.notify("人工排队超时", newlyOverdue.length+" 位客户已等待超过 5 分钟，请尽快接入。 ");
         }
+        if(list.some(function(item){ return !queueItems.some(function(old){ return old.id === item.id; }); })){
+            SupportUI.notify("新客户排队", "有 " + list.length + " 位客户等待接入");
+        }
+        queueItems = list;
+        renderQueue();
     }catch(error){
         document.getElementById("queue").innerHTML = '<div class="list-empty">队列暂时无法加载，稍后重试</div>';
     }
 }
 
 async function loadTickets(){
-    const element = document.getElementById("ticketList");
-    try{
-        const list = await adminRequest("/api/tickets");
-        element.innerHTML = list.length ? list.map(function(ticket){
-            return '<div class="ticket-item">'+escapeText(ticket.content)+'<span>'+escapeText(ticket.ctime)+'</span></div>';
-        }).join("") : '<div class="list-empty">暂时没有客户留言</div>';
-    }catch(error){
-        element.innerHTML = '<div class="list-empty">留言暂时无法加载</div>';
-    }
+    return Promise.all([ticketDesk.load(), ticketDesk.refreshSummary()]);
 }
 
 async function accept(sid){
@@ -153,6 +222,7 @@ function switchSession(sid){
     resizeReply();
     document.getElementById("chatBox").scrollTop = document.getElementById("chatBox").scrollHeight;
     setReplyStatus("");
+    loadSessionNote(sid);
     updateComposer();
     renderList();
     setSessionTab("active");
@@ -168,6 +238,7 @@ function showEmptySession(){
     document.getElementById("chatTitle").textContent = "会话接待";
     document.getElementById("chat-subtitle").textContent = "选择一段会话，开始回复客户";
     replyInput.value = "";
+    document.getElementById("noteInput").value = "";
     setReplyStatus("");
     updateComposer();
     setChatView(false);
@@ -177,12 +248,28 @@ function appendMsg(message){
     const box = document.getElementById("chatBox");
     const follow = box.scrollHeight - box.scrollTop - box.clientHeight < 100;
     const div = document.createElement("div");
+    div.setAttribute("data-message-id", String(message.id));
+    if(message.side === "system"){
+        div.className = "msg system-msg";
+        div.textContent = message.content;
+        box.appendChild(div);
+        if(follow) box.scrollTop = box.scrollHeight;
+        return;
+    }
     div.className = "msg " + (message.side === "customer" ? "cust" : "agent");
     let content = escapeText(message.content);
-    content = content.replace(/\[图片\](\/uploads\/[A-Za-z0-9_.%-]+)/g, '<a href="$1" target="_blank" rel="noopener"><img src="$1" alt="客户附件" class="message-image"></a>');
-    content = content.replace(/\[文件\](\/uploads\/[A-Za-z0-9_.%-]+)/g, '<a href="$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</a>');
+    content = content.replace(/\[图片\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener"><img src="/api/staff/uploads/$1" alt="客户附件" class="message-image"></a>');
+    content = content.replace(/\[文件\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</a>');
     const avatar = message.side === "customer" ? "客" : '<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.7" aria-hidden="true"><path d="M4 14v-3a8 8 0 0 1 16 0v3M19 17a4 4 0 0 1-4 4h-3"/><rect x="2" y="11" width="4" height="7" rx="2"/><rect x="18" y="11" width="4" height="7" rx="2"/></svg>';
     div.innerHTML = '<span class="message-avatar" aria-hidden="true">'+avatar+'</span><div class="message-stack"><div class="meta">'+(message.side === "customer" ? "客户" : "客服")+(message.ctime ? ' · '+escapeText(message.ctime.slice(11,16)) : '')+'</div><div class="bubble">'+content+'</div></div>';
+    if(message.side === "agent"){
+        const recall = document.createElement("button");
+        recall.type = "button";
+        recall.className = "recall-button";
+        recall.textContent = "撤回";
+        recall.onclick = function(){ recallMsg(message.id); };
+        div.querySelector(".meta").appendChild(recall);
+    }
     box.appendChild(div);
     if(follow || message.side === "agent") box.scrollTop = box.scrollHeight;
 }
@@ -234,7 +321,7 @@ async function poll(){
             const session = sessions[sid];
             const state = await adminRequest("/api/human/poll?sid="+Number(sid)+"&after="+session.lastId);
             if(sessions[sid] !== session) return;
-            if(state.status === "closed"){
+            if(state.status !== "active"){
                 delete sessions[sid];
                 delete drafts[sid];
                 if(sid === curSid) showEmptySession();
@@ -243,8 +330,10 @@ async function poll(){
             state.messages.forEach(function(message){
                 if(session.msgs.some(function(existing){ return existing.id === message.id; })) return;
                 session.lastId = Math.max(session.lastId, message.id);
+                if(message.recalled_id && applyAdminRecall(sid, message.recalled_id)) return;
                 session.msgs.push(message);
                 if(message.side === "customer" && sid !== curSid) session.unread += 1;
+                if(message.side === "customer") SupportUI.notify("客户消息 #"+sid, message.content.substring(0, 50));
                 if(sid === curSid) appendMsg(message);
             });
         }));
@@ -276,7 +365,9 @@ async function sendReply(){
         if(curSid === sid){ replyInput.focus(); setReplyStatus("已发送"); }
         poll();
     }catch(error){
-        if(curSid === sid) setReplyStatus("发送未成功，内容已保留。请确认后重试。", true);
+        if(curSid === sid) setReplyStatus(error.name === 'AbortError'
+            ? "发送超时，内容已保留。请先确认聊天记录，再决定是否重试。"
+            : "发送未成功，内容已保留。请确认后重试。", true);
     }finally{
         sendingSid = "";
         updateComposer();
@@ -363,14 +454,14 @@ document.getElementById("tools-from-list").onclick = function(){ toolsOpener = "
 document.getElementById("tools-close").onclick = function(){
     setToolsOpen(false);
     const fromList = toolsOpener === "tools-from-list" && !document.body.classList.contains("chat-view") && window.matchMedia("(max-width: 720px)").matches;
-    document.getElementById(fromList ? "tools-from-list" : "tools-toggle").focus();
+    document.getElementById(["ticket-inbox-toggle", "ticket-overdue-toggle"].includes(toolsOpener) ? toolsOpener : fromList ? "tools-from-list" : "tools-toggle").focus();
 };
 document.getElementById("tools-backdrop").onclick = document.getElementById("tools-close").onclick;
 document.addEventListener("keydown", function(event){
     if(event.key === "Escape" && toolsOpen) document.getElementById("tools-close").click();
     if(event.key === "Escape") document.getElementById("data-overview").open = false;
     if(event.key === "Tab" && toolsOpen && window.matchMedia("(max-width: 1200px)").matches){
-        const items = Array.from(document.getElementById("service-tools").querySelectorAll('button:not([disabled]), a[href]'));
+        const items = Array.from(document.getElementById("service-tools").querySelectorAll('button:not([disabled]):not([hidden]), a[href], input:not([disabled]), select:not([disabled]), textarea:not([disabled])')).filter(function(item){ return item.getClientRects().length; });
         const first = items[0], last = items[items.length-1];
         if(event.shiftKey && document.activeElement === first){ event.preventDefault(); last.focus(); }
         else if(!event.shiftKey && document.activeElement === last){ event.preventDefault(); first.focus(); }
@@ -381,13 +472,25 @@ adminRequest("/api/admin/stats").then(function(data){
     [data.total_conv, data.total_msg, data.today_conv, data.good, data.bad].forEach(function(value, index){
         document.getElementById("s"+(index+1)).textContent = value;
     });
+    document.getElementById("s6").textContent = (data.rating_avg || 0) + " / 5（"+(data.rating_count || 0)+"）";
 }).catch(function(){});
+SupportUI.initEmoji(document.getElementById("agent-emoji-toggle"), document.getElementById("agent-emoji-panel"), replyInput, function(){
+    if(curSid) drafts[curSid] = replyInput.value;
+    resizeReply();
+});
 setToolsOpen(false);
 setSessionTab("active");
 updateComposer();
 loadQueue();
+var ticketDesk = window.AdminTickets.create({request:adminRequest, escape:escapeText,
+    username:document.querySelector('meta[name="staff-username"]').content,
+    notify:function(title, body){ SupportUI.notify(title, body); },
+    open:function(opener){
+        toolsOpener = opener || "ticket-inbox-toggle";
+        setToolsOpen(true);
+        document.getElementById("tickets-title").scrollIntoView({block:"start"});
+        document.getElementById("ticket-search").focus({preventScroll:true});
+    }});
 loadTickets();
 poll();
-setInterval(loadQueue, 3000);
-setInterval(loadTickets, 5000);
-setInterval(poll, 1000);
+staffPollTimers = [setInterval(loadQueue, 3000), setInterval(loadTickets, 5000), setInterval(poll, 1000)];

static/js/admin_login.js

@@ -10,6 +10,10 @@ function showLoginError(message){
     loginError.hidden = false;
 }
 
+if(new URLSearchParams(window.location.search).has("expired")){
+    showLoginError("后台登录已失效，请重新登录。");
+}
+
 async function login(){
     if(loginPending) return;
     const username = userInput.value.trim();
@@ -35,7 +39,8 @@ async function login(){
             location.href = "/admin/dashboard";
             return;
         }
-        showLoginError(response.status === 401 ? "账号或密码不正确，请重新输入" : "暂时无法登录，请稍后重试");
+        showLoginError(response.status === 401 ? "账号或密码不正确，请重新输入" :
+            response.status === 429 ? "登录尝试过多，请 5 分钟后重试" : "暂时无法登录，请稍后重试");
     }catch(error){
         showLoginError("网络连接失败，请检查网络后重试");
     }finally{

static/js/admin_orders.js

@@ -0,0 +1,163 @@
+(function(){
+    "use strict";
+    const csrf = document.querySelector('meta[name="staff-csrf-token"]').content;
+    const fileInput = document.getElementById('order-file');
+    const fileName = document.getElementById('file-name');
+    const form = document.getElementById('order-import-form');
+    const status = document.getElementById('import-status');
+    const results = document.getElementById('import-results');
+    const confirmButton = document.getElementById('confirm-import');
+    let selectedFile = null;
+    let canConfirm = false;
+    let orderBefore = null;
+
+    function setStatus(message, isError){
+        status.textContent = message || '';
+        status.classList.toggle('is-error', Boolean(isError));
+    }
+    function escapeText(value){
+        return String(value == null ? '' : value).replace(/[&<>"']/g, function(character){
+            return {'&':'&amp;','<':'&lt;','>':'&gt;','"':'&quot;',"'":'&#39;'}[character];
+        });
+    }
+    function showResponse(data){
+        results.hidden = false;
+        const summary = data.summary || {};
+        document.getElementById('import-summary').innerHTML = [
+            ['文件数据行', summary.total_rows], ['有效行', summary.valid_rows],
+            ['重复保留', summary.duplicate_rows], ['错误行', summary.error_rows]
+        ].map(function(item){
+            return '<div class="summary-item"><span>'+escapeText(item[0])+'</span><strong>'+escapeText(item[1] || 0)+'</strong></div>';
+        }).join('');
+        document.getElementById('preview-rows').innerHTML = (data.preview || []).map(function(row){
+            return '<tr><td>'+escapeText(row.row)+'</td><td>'+escapeText(row.tenant_id)+'</td><td>'+escapeText(row.order_no)+'</td><td>'+escapeText(row.status)+'</td><td>'+escapeText(row.inbound_code)+'</td><td class="'+(row.duplicate ? 'row-duplicate' : 'row-new')+'">'+(row.duplicate ? '已存在，保留原数据' : '可新增')+'</td></tr>';
+        }).join('') || '<tr><td colspan="6">没有可预览的有效数据</td></tr>';
+        document.getElementById('preview-limit-note').hidden = !data.preview_limited;
+        const errors = document.getElementById('import-errors');
+        errors.innerHTML = (data.errors || []).map(function(item){
+            return '<p>第 '+escapeText(item.row)+' 行：'+escapeText(item.message)+'</p>';
+        }).join('');
+        errors.hidden = !data.errors || !data.errors.length;
+        document.getElementById('results-caption').textContent = errors.hidden
+            ? '请确认租户、订单号及重复记录处理方式。'
+            : '发现错误行；请修正文件后重新上传，当前不会写入数据。';
+        canConfirm = Boolean(data.ok && summary.valid_rows);
+        confirmButton.hidden = !canConfirm;
+    }
+    async function sendFile(path){
+        const body = new FormData();
+        body.append('file', selectedFile);
+        const response = await fetch(path, {method:'POST', body:body, credentials:'same-origin',
+            headers:{'X-CSRF-Token':csrf, 'Accept':'application/json'}, signal:AbortSignal.timeout(30000)});
+        const data = await response.json();
+        if(!response.ok && !data.summary) throw new Error(data.error || '请求失败，请稍后重试。');
+        return data;
+    }
+    async function requestJson(path, options){
+        options = options || {};
+        options.credentials = 'same-origin';
+        options.headers = Object.assign({'Accept':'application/json'}, options.headers || {});
+        const response = await fetch(path, options);
+        const data = await response.json();
+        if(!response.ok) throw new Error(data.error || '请求失败，请稍后重试。');
+        return data;
+    }
+    function renderOrders(data, append){
+        const body = document.getElementById('order-list-rows');
+        const rows = (data.orders || []).map(function(row){
+            return '<tr><td>'+escapeText(row.tenant_id)+'</td><td><strong>'+escapeText(row.order_no)+'</strong></td><td>'+escapeText(row.status)+'</td><td>'+escapeText(row.inbound_code)+'</td><td>'+escapeText(row.shipment_id)+'</td><td>'+escapeText(row.country_code)+'</td><td>'+escapeText(row.source_updated_at)+'</td></tr>';
+        }).join('');
+        if(!append) body.innerHTML = '';
+        body.insertAdjacentHTML('beforeend', rows || (!append ? '<tr><td colspan="7">没有找到订单</td></tr>' : ''));
+        orderBefore = data.next_before || null;
+        document.getElementById('load-more-orders').hidden = !orderBefore;
+        document.getElementById('order-list-status').textContent = '共 '+escapeText(data.total || 0)+' 条订单';
+    }
+    async function loadOrders(append){
+        const params = new URLSearchParams({q:document.getElementById('order-query').value.trim(), tenant:document.getElementById('order-tenant').value.trim(), status:document.getElementById('order-status').value, limit:'50'});
+        if(append && orderBefore) params.set('before', orderBefore);
+        const data = await requestJson('/api/admin/orders/list?'+params.toString());
+        renderOrders(data, append);
+    }
+    async function loadBatches(){
+        const data = await requestJson('/api/admin/orders/import/batches');
+        document.getElementById('import-batch-rows').innerHTML = (data.batches || []).map(function(batch){
+            const active = batch.state === 'active';
+            const action = active ? '<button class="button-secondary batch-undo" data-batch-id="'+escapeText(batch.id)+'" type="button">撤销</button>' : '已撤销（删 '+escapeText(batch.deleted_rows)+'，留 '+escapeText(batch.preserved_on_undo)+'）';
+            return '<tr><td>'+escapeText(batch.imported_at)+'</td><td>'+escapeText(batch.filename)+'</td><td>'+escapeText(batch.imported_by)+'</td><td>'+escapeText(batch.imported_rows)+'</td><td>'+escapeText(batch.preserved_rows)+'</td><td>'+escapeText(active ? '可撤销' : '已撤销')+'</td><td>'+action+'</td></tr>';
+        }).join('') || '<tr><td colspan="7">暂无导入记录</td></tr>';
+        document.querySelectorAll('.batch-undo').forEach(function(button){
+            button.addEventListener('click', async function(){
+                if(!await SupportUI.confirm('撤销后只会删除本批次中仍未被修改的新增订单，确定继续吗？',{title:'撤销导入'})) return;
+                button.disabled = true;
+                try{
+                    const result = await requestJson('/api/admin/orders/import/batches/'+encodeURIComponent(button.dataset.batchId)+'/undo',{method:'POST',headers:{'X-CSRF-Token':csrf}});
+                    setStatus('批次已处理：删除 '+result.deleted+' 条，保留 '+result.preserved+' 条。');
+                    await Promise.all([loadBatches(), loadOrders(false)]);
+                }catch(error){ setStatus(error.message, true); button.disabled = false; }
+            });
+        });
+    }
+    fileInput.addEventListener('change', function(){
+        selectedFile = fileInput.files[0] || null;
+        fileName.textContent = selectedFile ? selectedFile.name : '选择订单文件';
+        results.hidden = true;
+        canConfirm = false;
+        confirmButton.hidden = true;
+        setStatus('');
+    });
+    form.addEventListener('submit', async function(event){
+        event.preventDefault();
+        if(!selectedFile) return;
+        const button = document.getElementById('preview-import');
+        button.disabled = true;
+        setStatus('正在读取并校验文件…');
+        try{
+            const data = await sendFile('/api/admin/orders/import/preview');
+            showResponse(data);
+            setStatus(data.ok ? '校验完成，请检查结果。' : '发现错误行，请先修正文件。', !data.ok);
+        }catch(error){ setStatus(error.message || '校验失败，请检查网络后重试。', true); }
+        finally{ button.disabled = false; }
+    });
+    confirmButton.addEventListener('click', async function(){
+        if(!canConfirm || !selectedFile) return;
+        confirmButton.disabled = true;
+        setStatus('正在重新校验并导入…');
+        try{
+            const data = await sendFile('/api/admin/orders/import');
+            canConfirm = false;
+            confirmButton.hidden = true;
+            fileInput.value = '';
+            selectedFile = null;
+            fileName.textContent = '选择订单文件';
+            setStatus('导入完成：新增 '+data.imported+' 条，重复保留 '+data.preserved+' 条。');
+            const refreshed = await Promise.allSettled([loadBatches(), loadOrders(false)]);
+            if(refreshed[0].status === 'rejected'){
+                document.getElementById('import-batch-rows').innerHTML = '<tr><td colspan="7">导入已完成，但记录刷新失败，请刷新页面重试。</td></tr>';
+            }
+            if(refreshed[1].status === 'rejected'){
+                document.getElementById('order-list-status').textContent = '导入已完成，但订单列表刷新失败：'+refreshed[1].reason.message;
+            }
+            if(refreshed.some(function(result){ return result.status === 'rejected'; })){
+                setStatus('导入已完成，但部分列表刷新失败，请刷新页面查看。', true);
+            }
+        }catch(error){ setStatus(error.message || '导入失败，请检查网络后重试。', true); }
+        finally{ confirmButton.disabled = false; }
+    });
+    document.getElementById('order-search-form').addEventListener('submit', async function(event){
+        event.preventDefault();
+        try { await loadOrders(false); } catch(error) { document.getElementById('order-list-status').textContent = error.message; }
+    });
+    document.getElementById('load-more-orders').addEventListener('click', async function(){
+        this.disabled = true;
+        try { await loadOrders(true); } catch(error) { document.getElementById('order-list-status').textContent = error.message; }
+        finally { this.disabled = false; }
+    });
+    Promise.all([loadOrders(false), loadBatches()]).catch(function(error){ document.getElementById('order-list-status').textContent = error.message; });
+    document.getElementById('staff-logout').addEventListener('click', async function(){
+        this.disabled = true;
+        try{
+            await fetch('/admin/logout', {method:'POST', credentials:'same-origin', headers:{'X-CSRF-Token':csrf}});
+        }finally{ location.assign('/admin'); }
+    });
+})();

static/js/admin_tickets.js

@@ -0,0 +1,292 @@
+/* Offline tickets: server ownership, versioned notes and polling-safe drafts. */
+(function(global){
+    function create(options){
+        const el = id => document.getElementById(id);
+        const states = {pending:"待处理", processing:"处理中", completed:"已完成"};
+        let rows = [], selected = null, busy = false, loading = false;
+        let generation = 0, expanded = false, hasMore = false;
+        let activeQuery = "", latestSeen = null, unreadNew = 0, summaryLoading = false, overdueOnly = false;
+        let historyRows = [], historyHasMore = false, historyTicketId = null, historyLoading = false, historyRequest = 0, historyError = "";
+        const drafts = new Map();
+        const filter = el("ticket-filter"), note = el("ticket-note");
+        filter.value = "all";
+
+        async function refreshSummary(){
+            if(summaryLoading) return;
+            summaryLoading = true;
+            try{
+                const data = await options.request("/api/tickets/summary"+(latestSeen === null ? "" : "?after="+latestSeen));
+                el("ticket-pending-count").textContent = String(data.pending_count);
+                const overdueCount = Number(data.overdue_count || 0);
+                el("ticket-overdue-count").textContent = String(overdueCount);
+                el("ticket-overdue-toggle").setAttribute("aria-label", "查看超时留言 "+overdueCount+" 条，点击筛选");
+                el("ticket-section-count").textContent = "待处理 "+data.pending_count+" · 超时 "+overdueCount;
+                el("ticket-inbox-toggle").setAttribute("aria-label", "待处理留言 "+data.pending_count+" 条，点击查看");
+                el("ticket-summary-status").textContent = "";
+                if(latestSeen !== null && data.latest_id > latestSeen && data.new_count > 0){
+                    unreadNew += data.new_count;
+                    el("ticket-alert-text").textContent = "收到 "+unreadNew+" 条新留言";
+                    el("ticket-alert").hidden = false;
+                    if(options.notify) options.notify("新离线留言", "有 "+data.new_count+" 条新留言，请进入后台查看。");
+                }
+                latestSeen = Math.max(latestSeen || 0, data.latest_id);
+            }catch(error){
+                el("ticket-summary-status").textContent = "待处理数量暂时无法更新，稍后自动重试。";
+            }finally{ summaryLoading = false; }
+        }
+
+        function message(text, failed){
+            el("ticket-status-message").textContent = text || "";
+            el("ticket-status-message").classList.toggle("is-error", Boolean(failed));
+        }
+
+        const eventLabels = {submitted:"提交留言", claimed:"领取留言", note_updated:"修改备注", completed:"标记完成", legacy_snapshot:"升级时保留状态"};
+        function eventDetail(event){
+            if(event.action === "note_updated") return "旧备注："+(event.old_note || "（空）")+"\n新备注："+(event.new_note || "（空）");
+            if(event.action === "completed") return event.new_note ? "处理结果："+event.new_note : "";
+            if(event.action === "legacy_snapshot") return "升级前的处理过程未记录，仅保留当时已知状态。";
+            return "";
+        }
+        function renderHistory(){
+            const list = el("ticket-history-list"), status = el("ticket-history-status");
+            el("ticket-history-more").hidden = !historyHasMore;
+            el("ticket-history-more").disabled = historyLoading;
+            if(historyLoading && !historyRows.length){ status.textContent = "正在加载处理记录…"; list.innerHTML = ""; return; }
+            if(!historyRows.length){ status.textContent = historyError || "暂无处理记录。"; list.innerHTML = ""; return; }
+            status.textContent = historyError;
+            list.innerHTML = historyRows.map(function(event){
+                const detail = eventDetail(event);
+                return '<li class="ticket-history-item"><span class="ticket-history-action">'+options.escape(eventLabels[event.action] || event.action)+'</span> · '+options.escape(event.actor_name || "系统")+'<span class="ticket-history-meta"> · '+options.escape(event.ctime || "")+'</span>'+
+                    (detail ? '<span class="ticket-history-detail">'+options.escape(detail)+'</span>' : '')+'</li>';
+            }).join("");
+        }
+        async function loadHistory(reset){
+            if(!selected) return;
+            const id = selected.id, request = ++historyRequest;
+            if(reset || historyTicketId !== id){ historyRows = []; historyHasMore = false; historyTicketId = id; }
+            historyLoading = true; historyError = ""; renderHistory();
+            const before = !reset && historyRows.length ? "&before="+historyRows[historyRows.length-1].id : "";
+            try{
+                const data = await options.request("/api/tickets/"+id+"/events?limit=20"+before);
+                if(request !== historyRequest || !selected || selected.id !== id) return;
+                const list = Array.isArray(data) ? data : [];
+                historyRows = reset ? list : historyRows.concat(list.filter(function(item){ return !historyRows.some(function(row){ return row.id === item.id; }); }));
+                historyHasMore = list.length === 20;
+                el("ticket-history-status").textContent = "";
+            }catch(error){
+                if(request === historyRequest) historyError = "处理记录加载失败，请点击刷新记录重试。";
+            }finally{
+                if(request === historyRequest){ historyLoading = false; renderHistory(); }
+            }
+        }
+
+        function renderDetail(){
+            el("ticket-selected").hidden = !selected;
+            if(!selected) return;
+            const mine = selected.status === "processing" && selected.owner_username === options.username;
+            const draft = drafts.get(selected.id);
+            const conflict = Boolean(draft && draft.version !== selected.version);
+            el("ticket-content").textContent = selected.content;
+            el("ticket-meta").textContent = "#"+selected.id+" · "+selected.ctime+" · 电话："+(selected.phone || "未提供");
+            el("ticket-owner").textContent = "负责人："+(selected.owner_name || selected.owner_username || "未领取")+
+                (selected.owner_username === options.username ? "（我）" : "");
+            const overdue = el("ticket-overdue-hint");
+            if(selected.overdue_kind){
+                overdue.hidden = false;
+                overdue.textContent = (selected.overdue_kind === "pending" ? "尚未领取，已超时 " : "领取后处理已超时 ")+selected.overdue_minutes+" 分钟。";
+            }else if(selected.status === "processing" && !selected.claimed_at){
+                overdue.hidden = false;
+                overdue.textContent = "缺少领取时间，无法计算处理超时。";
+            }else{ overdue.hidden = true; overdue.textContent = ""; }
+            if(selected.status === "processing" && selected.claimed_at_estimated){
+                overdue.hidden = false;
+                overdue.textContent += " 旧留言按升级前最后更新时间估算领取时间。";
+            }
+            el("ticket-state").textContent = states[selected.status] || selected.status;
+            el("ticket-state").setAttribute("data-state", selected.status);
+            note.value = draft ? draft.text : (selected.note || "");
+            note.readOnly = !mine || busy;
+            el("ticket-claim").hidden = selected.status !== "pending";
+            el("ticket-save").hidden = !mine;
+            el("ticket-complete").hidden = !mine;
+            ["ticket-claim", "ticket-save", "ticket-complete"].forEach(id => {
+                el(id).disabled = busy || (id !== "ticket-claim" && conflict);
+            });
+            el("ticket-server-note").hidden = !conflict;
+            el("ticket-server-note").textContent = conflict ? "这条留言已更新，当前保存的备注："+(selected.note || "（空）") : "";
+            el("ticket-rebase").hidden = !conflict || !mine;
+            el("ticket-rebase").disabled = busy;
+            el("ticket-activity").textContent = selected.completed_at ? "完成时间："+selected.completed_at :
+                (selected.updated_at ? "更新时间："+selected.updated_at : "");
+            renderHistory();
+        }
+
+        function render(){
+            el("ticketList").innerHTML = rows.length ? rows.map(ticket =>
+                '<button type="button" class="ticket-item" data-ticket-id="'+ticket.id+'" aria-pressed="'+Boolean(selected && ticket.id === selected.id)+'"'+(busy ? ' disabled' : '')+'>'+
+                '<span class="ticket-summary">'+options.escape(ticket.content)+'</span><span class="ticket-row"><span><span class="ticket-state" data-state="'+options.escape(ticket.status)+'">'+options.escape(states[ticket.status] || ticket.status)+'</span>'+(ticket.overdue_kind ? '<span class="ticket-overdue-badge">'+options.escape(ticket.overdue_kind === "pending" ? "领取超时 "+ticket.overdue_minutes+" 分钟" : "处理超时 "+ticket.overdue_minutes+" 分钟")+'</span>' : '')+'</span><span>'+options.escape(ticket.owner_name || ticket.owner_username || "未领取")+'</span></span>'+ 
+                '<span class="ticket-time">'+options.escape(ticket.ctime)+'</span></button>'
+            ).join("") : '<p class="ticket-empty">'+(activeQuery ? "没有匹配的留言，请更换关键词或状态" : "该状态下暂无留言")+'</p>';
+            el("ticket-more").hidden = !hasMore;
+            el("ticket-more").disabled = loading || busy;
+            el("ticket-refresh").disabled = loading || busy;
+            filter.disabled = busy;
+            el("ticket-search").disabled = busy;
+            el("ticket-search-submit").disabled = busy;
+            el("ticket-search-clear").hidden = !activeQuery;
+            el("ticket-search-clear").disabled = busy;
+            el("ticket-overdue-filter").disabled = busy;
+            renderDetail();
+        }
+
+        async function load(more, manual){
+            if(busy || (loading && !manual) || (expanded && !more && !manual)) return;
+            const current = ++generation;
+            loading = true;
+            el("ticket-refresh").disabled = true;
+            el("ticket-more").disabled = true;
+            const before = more && rows.length ? "&before="+rows[rows.length-1].id : "";
+            const previousId = selected && selected.id, previousVersion = selected && selected.version;
+            try{
+                const list = await options.request("/api/tickets?status="+filter.value+"&limit=20"+before+
+                    (activeQuery ? "&q="+encodeURIComponent(activeQuery) : "")+(overdueOnly ? "&overdue=1" : ""));
+                if(current !== generation) return;
+                rows = more ? rows.concat(list.filter(item => !rows.some(row => row.id === item.id))) : list;
+                hasMore = list.length === 20;
+                expanded = Boolean(more);
+                if(selected){
+                    const found = rows.find(item => item.id === selected.id);
+                    if(found) selected = found;
+                    else{
+                        const id = selected.id;
+                        const data = await options.request("/api/tickets/"+id);
+                        if(current !== generation) return;
+                        if(selected && selected.id === id) selected = data.ticket;
+                    }
+                }else if(rows.length){ selected = rows[0]; }
+                if(current === generation){
+                    render();
+                    if(selected && (selected.id !== previousId || selected.version !== previousVersion || historyTicketId !== selected.id)) loadHistory(true);
+                }
+            }catch(error){
+                if(current === generation) message("留言加载失败，请点击刷新重试；未保存的备注仍保留。", true);
+            }finally{
+                if(current === generation){ loading = false; render(); }
+            }
+        }
+
+        function select(id){
+            if(busy) return;
+            const ticket = rows.find(row => row.id === Number(id));
+            if(!ticket) return;
+            selected = ticket;
+            message("");
+            render();
+            loadHistory(true);
+        }
+
+        async function update(action){
+            if(busy || !selected) return;
+            const ticket = selected;
+            const draft = drafts.get(ticket.id);
+            if(action !== "claim" && (ticket.status !== "processing" || ticket.owner_username !== options.username)) return;
+            if(action !== "claim" && draft && draft.version !== ticket.version){
+                message("留言已更新，请核对当前保存的备注后再处理。", true); return;
+            }
+            const text = note.value;
+            if(action === "completed" && !text.trim()){
+                message("请先填写处理结果，再标记完成。", true); note.focus(); return;
+            }
+            if(action !== "claim") drafts.set(ticket.id, {text:text, version:draft ? draft.version : ticket.version});
+            ++generation;
+            loading = false;
+            busy = true;
+            render();
+            message(action === "claim" ? "正在领取…" : "正在保存…");
+            try{
+                const result = await options.request("/api/tickets/"+ticket.id+(action === "claim" ? "/claim" : ""), {
+                    method: action === "claim" ? "POST" : "PATCH", headers:{"Content-Type":"application/json"},
+                    body:JSON.stringify(action === "claim" ? {} : {version:draft ? draft.version : ticket.version,
+                        note:text, status:action === "completed" ? "completed" : "processing"})
+                });
+                selected = result.ticket;
+                rows = rows.map(row => row.id === ticket.id ? result.ticket : row);
+                drafts.delete(ticket.id);
+                message(action === "claim" ? "已领取，由你负责跟进。" : action === "completed" ? "已完成，记录已保留。" : "备注已保存。");
+            }catch(error){
+                message(error.userMessage || "操作未确认成功，请刷新核对后重试；备注已保留。", true);
+                if(error.status === 409 || error.status === 403){
+                    try{
+                        const data = await options.request("/api/tickets/"+ticket.id);
+                        selected = data.ticket;
+                        rows = rows.map(row => row.id === ticket.id ? selected : row);
+                    }catch(refreshError){ /* Keep the local draft and error until explicit retry. */ }
+                }
+            }finally{ busy = false; render(); loadHistory(true); await refreshSummary(); }
+        }
+
+        function search(){
+            if(busy) return;
+            const query = el("ticket-search").value.trim();
+            if(query.length > 100){ message("搜索关键词最多 100 字。", true); return; }
+            activeQuery = query;
+            selected = null; rows = []; expanded = false; hasMore = false;
+            message(""); render();
+            return load(false, true);
+        }
+
+        function viewPending(){
+            if(busy){ message("正在保存，请稍后查看新留言。"); return; }
+            unreadNew = 0;
+            el("ticket-alert").hidden = true;
+            filter.value = "pending";
+            overdueOnly = false; el("ticket-overdue-filter").checked = false;
+            el("ticket-search").value = "";
+            if(options.open) options.open();
+            return search();
+        }
+
+        note.addEventListener("input", function(){
+            if(!selected || note.readOnly) return;
+            const previous = drafts.get(selected.id);
+            drafts.set(selected.id, {text:note.value, version:previous ? previous.version : selected.version});
+        });
+        el("ticketList").addEventListener("click", function(event){
+            const button = event.target.closest("[data-ticket-id]");
+            if(button) select(button.getAttribute("data-ticket-id"));
+        });
+        filter.addEventListener("change", function(){ selected = null; rows = []; expanded = false; message(""); render(); load(false, true); });
+        el("ticket-search-form").addEventListener("submit", function(event){ event.preventDefault(); return search(); });
+        el("ticket-search").addEventListener("keydown", function(event){
+            if(event.key === "Enter" && event.isComposing) event.preventDefault();
+        });
+        el("ticket-search-clear").onclick = function(){ el("ticket-search").value = ""; return search(); };
+        el("ticket-inbox-toggle").onclick = viewPending;
+        el("ticket-alert-view").onclick = viewPending;
+        el("ticket-overdue-toggle").onclick = function(){
+            if(busy) return;
+            filter.value = "all"; overdueOnly = true; el("ticket-overdue-filter").checked = true;
+            el("ticket-search").value = "";
+            if(options.open) options.open("ticket-overdue-toggle");
+            return search();
+        };
+        el("ticket-overdue-filter").addEventListener("change", function(){
+            overdueOnly = Boolean(this.checked); selected = null; rows = []; expanded = false;
+            return load(false, true);
+        });
+        el("ticket-history-reload").onclick = function(){ return loadHistory(true); };
+        el("ticket-history-more").onclick = function(){ if(!historyLoading && historyHasMore) return loadHistory(false); };
+        el("ticket-refresh").onclick = function(){ return load(false, true); };
+        el("ticket-more").onclick = function(){ return load(true); };
+        el("ticket-claim").onclick = function(){ return update("claim"); };
+        el("ticket-save").onclick = function(){ return update("save"); };
+        el("ticket-complete").onclick = function(){ return update("completed"); };
+        el("ticket-rebase").onclick = function(){
+            if(!selected || busy) return;
+            const draft = drafts.get(selected.id);
+            if(draft){ draft.version = selected.version; render(); message("已保留你的草稿，请确认内容后保存。"); }
+        };
+        return {load:load, select:select, refreshSummary:refreshSummary};
+    }
+    global.AdminTickets = {create:create};
+})(window);

static/js/admin_tools.js

@@ -0,0 +1,121 @@
+// Workspace notes, transfers, recalls and historical message search.
+function updateAdminTools(){
+    document.getElementById('transfer-session').disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
+    document.getElementById('agent-emoji-toggle').disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
+    document.getElementById('noteInput').disabled = !curSid || Boolean(sessions[curSid].noteLoading);
+    document.getElementById('note-save').disabled = !curSid || !sessions[curSid].noteLoaded || Boolean(sessions[curSid].noteLoading);
+}
+
+async function loadSessionNote(sid){
+    const session = sessions[sid];
+    const input = document.getElementById('noteInput');
+    input.value = session.noteDraft || '';
+    if(session.noteLoaded){ updateAdminTools(); return; }
+    session.noteLoading = true;
+    updateAdminTools();
+    try{
+        const state = await adminRequest('/api/human/poll?sid='+Number(sid)+'&after=0');
+        if(sessions[sid] !== session) return;
+        session.noteDraft = state.note || '';
+        session.noteLoaded = true;
+        if(curSid === sid) input.value = session.noteDraft;
+    }catch(error){
+        if(curSid === sid) setReplyStatus('备注加载失败，请重新选择会话后重试。', true);
+    }finally{
+        session.noteLoading = false;
+        updateAdminTools();
+    }
+}
+
+async function saveNote(){
+    if(!curSid || !sessions[curSid].noteLoaded) return;
+    const sid = curSid, session = sessions[sid];
+    const note = document.getElementById('noteInput').value;
+    session.noteDraft = note;
+    try{
+        await postAdmin('/api/human/note', {sid:Number(sid), note:note});
+        if(curSid === sid) setReplyStatus(session.noteDraft === note ? '备注已保存' : '先前备注已保存，当前修改尚未保存');
+    }catch(error){
+        if(curSid === sid) setReplyStatus('备注保存失败，内容已保留。', true);
+    }
+}
+
+async function transferSession(){
+    if(!curSid || closingSid || sendingSid) return;
+    if(!await SupportUI.confirm('确定转接这个对话？转接后其他客服可在排队列表接入。', {
+        title:'请确认转接', confirmText:'转接', cancelText:'取消'
+    })) return;
+    const sid = curSid;
+    closingSid = sid;
+    updateComposer();
+    try{
+        await postAdmin('/api/human/transfer', {sid:Number(sid)});
+        delete sessions[sid];
+        if(curSid === sid) showEmptySession();
+        renderList();
+        loadQueue();
+    }catch(error){
+        if(curSid === sid) setReplyStatus('转接未成功，会话仍保留。', true);
+    }finally{
+        closingSid = '';
+        updateComposer();
+    }
+}
+
+function applyAdminRecall(sid, mid){
+    const message = sessions[sid].msgs.find(function(item){ return item.id === mid; });
+    if(message){ message.side = 'system'; message.content = '该消息已撤回'; }
+    if(curSid === sid){
+        const row = document.querySelector('#chatBox [data-message-id="'+Number(mid)+'"]');
+        if(row){ row.className = 'msg system-msg'; row.textContent = '该消息已撤回'; }
+    }
+    return Boolean(message);
+}
+
+async function recallMsg(mid){
+    if(!curSid) return;
+    const sid = curSid;
+    try{
+        await postAdmin('/api/human/recall', {mid:mid});
+        if(sessions[sid]){ applyAdminRecall(sid, mid); renderList(); }
+    }catch(error){
+        if(curSid === sid) setReplyStatus('撤回失败，请稍后重试。', true);
+    }
+}
+
+let searchVersion = 0;
+async function doSearch(){
+    const keyword = document.getElementById('searchBox').value.trim();
+    const version = ++searchVersion;
+    const body = document.getElementById('searchBody');
+    if(!keyword){ body.textContent = '请输入关键词搜索历史消息'; return; }
+    body.textContent = '正在搜索…';
+    try{
+        const list = await adminRequest('/api/search_chat?q='+encodeURIComponent(keyword));
+        if(version !== searchVersion) return;
+        const roles = {user:'客户', assistant:'客服', system:'系统'};
+        body.innerHTML = list.length ? list.map(function(item){
+            return '<article class="search-result"><h3>'+escapeText(item.title)+'</h3><p>'+escapeText(item.content)+'</p><small>'+escapeText(roles[item.role] || item.role)+' · '+escapeText(item.ctime)+'</small></article>';
+        }).join('') : '没有匹配的历史消息';
+    }catch(error){
+        if(version === searchVersion) body.textContent = '搜索失败，请稍后重试';
+    }
+}
+
+document.getElementById('history-search-toggle').onclick = function(){
+    document.getElementById('searchResult').showModal();
+    document.getElementById('searchBox').focus();
+};
+document.getElementById('search-close').onclick = function(){ document.getElementById('searchResult').close(); };
+document.getElementById('history-search-form').addEventListener('submit', function(event){ event.preventDefault(); doSearch(); });
+document.getElementById('note-save').onclick = saveNote;
+document.getElementById('noteInput').addEventListener('input', function(){
+    if(curSid) sessions[curSid].noteDraft = this.value;
+});
+document.getElementById('notifications-toggle').onclick = function(){ SupportUI.enableNotifications(this); };
+function updateNightBadge(){
+    const hour = new Date().getHours();
+    document.getElementById('nightBadge').hidden = hour >= 8 && hour < 22;
+}
+updateNightBadge();
+setInterval(updateNightBadge, 60000);

static/js/attachments.js

@@ -0,0 +1,168 @@
+// Customer attachment gestures and image viewing; upload ownership stays on the server.
+var ChatAttachments = {
+    bindUpload(options){
+        const zone = options.zone, hint = options.hint;
+        let dragDepth = 0;
+        function hasFiles(event){
+            return event.dataTransfer && Array.from(event.dataTransfer.types || []).includes('Files');
+        }
+        function clearDrag(){ dragDepth = 0; hint.hidden = true; }
+        function hasFolder(data){
+            return Array.from(data.items || []).some(function(item){
+                const entry = typeof item.webkitGetAsEntry === 'function' ? item.webkitGetAsEntry() : null;
+                return entry && entry.isDirectory;
+            });
+        }
+        function accept(files){
+            if(!files.length) return;
+            if(files.length !== 1){ options.status(options.text('singleAttachment'), true); return; }
+            options.upload(files[0]);
+        }
+        options.input.addEventListener('paste', function(event){
+            const data = event.clipboardData;
+            if(!data) return;
+            if(hasFolder(data)){
+                event.preventDefault();
+                options.status(options.text('folderAttachment'), true);
+                return;
+            }
+            let files = Array.from(data.files || []);
+            if(!files.length){
+                files = Array.from(data.items || []).filter(item=>item.kind === 'file').map(item=>item.getAsFile()).filter(Boolean);
+            }
+            if(!files.length) return;
+            event.preventDefault();
+            accept(files);
+        });
+        zone.addEventListener('dragenter', function(event){
+            if(!hasFiles(event)) return;
+            event.preventDefault();
+            dragDepth += 1;
+            hint.hidden = false;
+        });
+        zone.addEventListener('dragover', function(event){
+            if(!hasFiles(event)) return;
+            event.preventDefault();
+            event.dataTransfer.dropEffect = 'copy';
+        });
+        zone.addEventListener('dragleave', function(event){
+            if(!dragDepth) return;
+            dragDepth = Math.max(0, dragDepth - 1);
+            if(!dragDepth) clearDrag();
+        });
+        zone.addEventListener('drop', function(event){
+            clearDrag();
+            if(!hasFiles(event)) return;
+            event.preventDefault();
+            if(hasFolder(event.dataTransfer)){
+                options.status(options.text('folderAttachment'), true);
+                return;
+            }
+            accept(Array.from(event.dataTransfer.files || []));
+        });
+        // Dropping outside the chat must not navigate away and lose a draft.
+        document.addEventListener('dragover', function(event){ if(hasFiles(event)) event.preventDefault(); });
+        document.addEventListener('drop', function(event){
+            clearDrag();
+            if(hasFiles(event)) event.preventDefault();
+        });
+        document.addEventListener('dragend', clearDrag);
+        window.addEventListener('blur', clearDrag);
+        return {clear:clearDrag};
+    },
+    createViewer(options){
+        let active = null;
+        function close(){ if(active) active.close(); }
+        function open(source, trigger){
+            if(source.hidden || source.dataset.unavailable) return;
+            close();
+            const dialog = document.createElement('dialog');
+            dialog.className = 'image-viewer';
+            dialog.setAttribute('aria-label', options.text('imagePreview'));
+            const header = document.createElement('div');
+            header.className = 'image-viewer-header';
+            const title = document.createElement('h2');
+            title.textContent = options.text('imagePreview');
+            header.appendChild(title);
+            const controls = document.createElement('div');
+            controls.className = 'image-viewer-controls';
+            header.appendChild(controls);
+            const stage = document.createElement('div');
+            stage.className = 'image-viewer-stage';
+            const image = document.createElement('img');
+            image.alt = source.alt || options.text('imagePreview');
+            const status = document.createElement('p');
+            status.className = 'image-viewer-status';
+            status.setAttribute('role', 'status');
+            status.textContent = options.text('imageLoading');
+            stage.appendChild(image);
+            stage.appendChild(status);
+            dialog.appendChild(header);
+            dialog.appendChild(stage);
+            let scale = 1, loaded = false, finished = false;
+            function button(key, action){
+                const control = document.createElement('button');
+                control.type = 'button';
+                control.textContent = options.text(key);
+                control.setAttribute('aria-label', options.text(key));
+                control.onclick = action;
+                controls.appendChild(control);
+                return control;
+            }
+            const smaller = button('imageZoomOut', ()=>zoom(scale - .5));
+            const larger = button('imageZoomIn', ()=>zoom(scale + .5));
+            const fit = button('imageFit', ()=>zoom(1));
+            const dismiss = button('imageClose', ()=>dialog.close());
+            function zoom(next){
+                scale = Math.max(1, Math.min(3, next));
+                smaller.disabled = !loaded || scale <= 1;
+                larger.disabled = !loaded || scale >= 3;
+                fit.disabled = !loaded;
+                if(!loaded) return;
+                const ratio = Math.min(1, Math.max(1, stage.clientWidth - 32) / image.naturalWidth,
+                    Math.max(1, stage.clientHeight - 32) / image.naturalHeight);
+                image.style.width = Math.round(image.naturalWidth * ratio * scale) + 'px';
+                image.style.height = Math.round(image.naturalHeight * ratio * scale) + 'px';
+            }
+            function resized(){ zoom(scale); }
+            function cleanup(){
+                if(finished) return;
+                finished = true;
+                window.removeEventListener('resize', resized);
+                dialog.remove();
+                if(active === dialog){
+                    active = null;
+                    if(trigger.isConnected) trigger.focus({preventScroll:true});
+                }
+            }
+            dialog.addEventListener('close', cleanup);
+            dialog.addEventListener('cancel', function(event){ event.preventDefault(); dialog.close(); });
+            dialog.addEventListener('click', function(event){ if(event.target === dialog) dialog.close(); });
+            image.onload = function(){ loaded = true; status.hidden = true; zoom(1); };
+            image.onerror = function(){
+                loaded = false;
+                image.hidden = true;
+                status.hidden = false;
+                status.textContent = options.text('attachmentUnavailable');
+                zoom(1);
+            };
+            zoom(1);
+            document.body.appendChild(dialog);
+            active = dialog;
+            dialog.showModal();
+            dismiss.focus({preventScroll:true});
+            image.src = source.currentSrc || source.src;
+            window.addEventListener('resize', resized);
+        }
+        options.container.addEventListener('click', function(event){
+            if(event.ctrlKey || event.metaKey || event.shiftKey || event.altKey || event.button > 0) return;
+            const trigger = event.target.closest('a, .image-preview-trigger');
+            if(!trigger) return;
+            const source = trigger.querySelector('img');
+            if(!source || (!source.classList.contains('message-image') && !trigger.classList.contains('image-preview-trigger'))) return;
+            event.preventDefault();
+            open(source, trigger);
+        });
+        return {close:close};
+    }
+};

static/js/customer.js

@@ -0,0 +1,143 @@
+// Customer login has no relationship to the protected staff workspace.
+var CustomerLogin = {
+    create(options){
+        const overlay=document.getElementById('customer-login');
+        const form=document.getElementById('customer-login-form');
+        const username=document.getElementById('customer-username');
+        const password=document.getElementById('customer-password');
+        const submit=document.getElementById('customer-submit');
+        const cancel=document.getElementById('customer-cancel');
+        const error=document.getElementById('customer-error');
+        const accounts=['customer-account','customer-account-mobile'].map(id=>document.getElementById(id)).filter(Boolean);
+        let user, pending=null, opener=null, busy=false, version=0, resumePending=false;
+        overlay.hidden=true;
+        function status(message){ error.textContent=message || ''; error.hidden=!message; }
+        function render(){
+            accounts.forEach(function(account){
+                account.textContent=user ? user.name+' · '+options.text('customerLogout') : options.text('customerAccount');
+                account.title=account.textContent;
+                account.setAttribute('aria-label',account.textContent);
+            });
+            submit.textContent=options.text(busy ? 'customerSigningIn' : 'customerLogin');
+            cancel.textContent=options.text('customerCancel');
+            document.getElementById('customer-login-title').textContent=options.text('customerLogin');
+            document.getElementById('customer-username-label').textContent=options.text('customerUsername');
+            document.getElementById('customer-password-label').textContent=options.text('customerPassword');
+            username.placeholder=options.text('customerUsernamePlaceholder');
+            password.placeholder=options.text('customerPasswordPlaceholder');
+        }
+        function update(next, refreshOrders){
+            const previous=user;
+            user=next;
+            render();
+            if(options.onChange && (previous === undefined || (previous && previous.id) !== (user && user.id))){
+                options.onChange(user,previous);
+            }
+            if(options.onSession) options.onSession(user,Boolean(refreshOrders));
+        }
+        async function request(path, data){
+            const controller=new AbortController();
+            const timer=setTimeout(()=>controller.abort(),10000);
+            try{
+                const response=await options.fetch(path,{method:data === undefined ? 'GET' : 'POST',
+                    headers:{'Content-Type':'application/json'},body:data === undefined ? undefined : JSON.stringify(data),signal:controller.signal});
+                const result=await response.json();
+                if(!response.ok || !result.ok){
+                    const failure=new Error(result.error || result.e || options.text('customerLoginFailed'));
+                    failure.publicMessage=true;throw failure;
+                }
+                return result;
+            }finally{ clearTimeout(timer); }
+        }
+        async function refresh(refreshOrders){
+            if(busy) return;
+            const token=++version;
+            try{
+                const result=await request('/api/customer/session');
+                if(token === version) update(result.authenticated && result.user ? result.user : null,refreshOrders);
+            }catch(error){} // Query endpoints still enforce login if status cannot refresh.
+        }
+        function restoreFocus(){
+            if(opener && opener.isConnected && !opener.disabled){
+                opener.focus({preventScroll:true});
+                opener=null;
+            }
+        }
+        function close(){
+            overlay.hidden=true;
+            password.value='';
+            pending=null;
+            restoreFocus();
+        }
+        function open(onSuccess){
+            if(busy) return;
+            pending=typeof onSuccess === 'function' ? onSuccess : null;
+            opener=document.activeElement;
+            status(''); password.value=''; overlay.hidden=false;
+            if(options.onOpen) options.onOpen();
+            render(); username.focus({preventScroll:true});
+        }
+        function setBusy(value){
+            busy=value; submit.disabled=value; cancel.disabled=value;
+            accounts.forEach(account=>{account.disabled=value;});
+            username.disabled=value; password.disabled=value; render();
+            if(!busy && overlay.hidden) restoreFocus();
+        }
+        form.addEventListener('submit',async function(event){
+            event.preventDefault();
+            if(busy) return;
+            const token=++version;
+            setBusy(true);status('');
+            try{
+                const result=await request('/api/customer/login',{username:username.value,password:password.value});
+                if(token !== version) return;
+                update(result.user);
+                const resume=pending;close();
+                if(resume) await resume();
+            }catch(failure){
+                if(token === version) status(failure.publicMessage ? failure.message : options.text('customerLoginFailed'));
+            }finally{ if(token === version) setBusy(false); }
+        });
+        cancel.onclick=function(){ if(!busy) close(); };
+        overlay.addEventListener('click',function(event){ if(event.target === overlay && !busy) close(); });
+        overlay.addEventListener('keydown',function(event){
+            if(event.key === 'Escape' && !busy){ event.preventDefault();close(); }
+            if(event.key === 'Tab'){
+                const controls=[username,password,submit,cancel].filter(control=>!control.disabled);
+                if(!controls.length){ event.preventDefault();return; }
+                const index=controls.indexOf(document.activeElement);
+                const next=(index+(event.shiftKey ? -1 : 1)+controls.length)%controls.length;
+                event.preventDefault();controls[next].focus({preventScroll:true});
+            }
+        });
+        async function activateAccount(){
+            if(busy) return;
+            if(!user){ open(); return; }
+            const token=++version;setBusy(true);
+            try{
+                await request('/api/customer/logout',{});
+                if(token === version) update(null);
+            }catch(failure){ if(options.onError) options.onError(options.text('customerLogoutFailed')); }
+            finally{ if(token === version) setBusy(false); }
+        }
+        accounts.forEach(account=>{account.onclick=activateAccount;});
+        async function resume(){
+            // Browsers often emit both events for one return to the page.
+            if(document.hidden || resumePending) return;
+            resumePending=true;
+            try{ await refresh(true); }
+            finally{ resumePending=false; }
+        }
+        window.addEventListener('focus',resume);
+        document.addEventListener('visibilitychange',resume);
+        render();
+        return {open:open,refresh:refresh,render:render,require:async function(resume){
+            if(busy) return;
+            await refresh();
+            if(user){ await resume(); }else open(resume);
+        },viewport:function(height,top){
+            overlay.style.height=height || ''; overlay.style.top=top || '';
+            overlay.style.bottom=height ? 'auto' : '';
+        }};
+    }
+};

static/js/customer_orders.js

@@ -0,0 +1,177 @@
+// A private, read-only order panel. It never replaces chat drafts or sends AI requests.
+var CustomerOrders = {
+    create(options){
+        const node = name => document.getElementById('customer-orders'+(name ? '-'+name : ''));
+        const root=node(''), toggle=node('toggle'), body=node('body'), list=node('list');
+        const detail=node('detail'), message=node('message'), more=node('more');
+        const refresh=node('refresh'), back=node('back'), retry=node('retry');
+        const overview=node('summary'), progress=node('progress');
+        const groups=['all','processing','completed','pending','cancelled','other'];
+        const filters=groups.map(function(group){
+            const button=document.createElement('button');
+            button.type='button';button.className='customer-order-filter';button.dataset.filter=group;
+            button.onclick=function(){
+                if(activeFilter === group && selected === null && !errorKey) return;
+                activeFilter=group;loadList(false);
+            };
+            overview.appendChild(button);
+            return button;
+        });
+        let summary=null, activeFilter='all';
+        let user=null, rows=[], cursor=null, card=null, selected=null;
+        let expanded=false, loading=false, errorKey='', retryAction=null, version=0, controller=null, listScroll=0;
+        function cancel(){
+            version++;
+            if(controller) controller.abort();
+            controller=null;
+            loading=false;
+        }
+        function render(){
+            root.hidden=!user;
+            toggle.textContent=options.text('myOrders')+(summary ? ' · '+summary.total : '');
+            toggle.setAttribute('aria-expanded',String(expanded));
+            body.hidden=!expanded;
+            refresh.hidden=!expanded;
+            refresh.textContent=options.text('ordersRefresh');
+            back.textContent=options.text('ordersBack');
+            back.hidden=selected === null;
+            list.hidden=selected !== null;
+            detail.hidden=selected === null;
+            overview.hidden=!summary || selected !== null;
+            overview.setAttribute('aria-label',options.text('ordersOverview'));
+            filters.forEach(function(button){
+                const group=button.dataset.filter;
+                button.textContent='';
+                button.setAttribute('aria-pressed',String(activeFilter === group));
+                if(!summary) return;
+                const label=document.createElement('span');label.textContent=options.text('ordersGroup_'+group);
+                const count=document.createElement('strong');count.textContent=String(summary[group === 'all' ? 'total' : group]);
+                button.append(label,count);
+            });
+            progress.hidden=!summary || selected !== null || !rows.length || loading;
+            progress.textContent=summary ? options.text('ordersProgress').replace('{loaded}',rows.length)
+                .replace('{total}',summary[activeFilter === 'all' ? 'total' : activeFilter]) : '';
+            more.hidden=selected !== null || !cursor;
+            more.disabled=loading;
+            more.textContent=options.text('ordersMore');
+            retry.hidden=!errorKey || !retryAction;
+            retry.textContent=options.text('ordersRetry');
+            message.textContent=errorKey ? options.text(errorKey) : loading ? options.text('ordersLoading')
+                : !rows.length ? options.text(activeFilter === 'all' ? 'ordersEmpty' : 'ordersFilterEmpty') : '';
+            message.hidden=!message.textContent;
+            body.setAttribute('aria-busy',String(loading));
+        }
+        function renderRows(){
+            list.textContent='';
+            rows.forEach(function(row){
+                const button=document.createElement('button');
+                button.type='button';button.className='customer-order-row';
+                button.dataset.orderId=String(row.id);
+                const identity=document.createElement('span');identity.className='customer-order-identity';
+                const label=document.createElement('span');label.className='customer-order-label';
+                label.textContent=options.text(row.inbound_code ? 'order_inbound' : 'orderNo');
+                const number=document.createElement('strong');number.textContent=row.inbound_code || row.order_no;
+                identity.append(label,number);
+                const route=document.createElement('span');route.className='customer-order-route';
+                route.textContent=[row.country_code,row.warehouse_code,
+                    row.transport_mode && (options.text('orderMode_'+row.transport_mode) || row.transport_mode)].filter(Boolean).join(' · ');
+                const status=document.createElement('span');status.className='customer-order-status';
+                status.textContent=options.text('orderStatus_'+row.status) || row.status;
+                const action=document.createElement('span');action.className='customer-order-action';
+                action.textContent=options.text('ordersTrack')+' →';
+                button.append(identity,route,status,action);
+                button.onclick=()=>loadDetail(row.id);
+                list.appendChild(button);
+            });
+        }
+        function renderCard(){
+            detail.textContent='';
+            if(card) options.renderCard(detail,card);
+        }
+        async function request(url,apply,retryRequest){
+            cancel();
+            const token=version;
+            const active=new AbortController();controller=active;
+            loading=true;errorKey='';retryAction=retryRequest;render();
+            let timedOut=false, receivedResponse=false;
+            const timer=setTimeout(()=>{timedOut=true;active.abort();},10000);
+            try{
+                const response=await options.fetch(url,{signal:active.signal,cache:'no-store'});
+                if(token !== version) return;
+                if(response.status === 401){
+                    setUser(null);
+                    if(options.onUnauthorized) options.onUnauthorized();
+                    return;
+                }
+                receivedResponse=true;
+                if(!response.ok){
+                    const errors={400:'ordersInvalidRequest',403:'ordersForbidden',408:'ordersTimeout',
+                        429:'ordersRateLimited',504:'ordersTimeout'};
+                    errorKey=response.status === 404 && /\/orders\/\d+$/.test(url) ? 'ordersUnavailable'
+                        : errors[response.status] || (response.status >= 500 ? 'ordersServerError' : 'ordersFailed');
+                    if([400,403,404].includes(response.status)) retryAction=null;
+                    return;
+                }
+                const result=await response.json();
+                if(token !== version) return;
+                apply(result);
+            }catch(error){
+                if(token === version) errorKey=timedOut ? 'ordersTimeout'
+                    : receivedResponse ? 'ordersInvalidResponse' : 'ordersNetworkError';
+            }finally{
+                clearTimeout(timer);
+                if(token === version){ controller=null;loading=false;render(); }
+            }
+        }
+        function loadList(append, preserveView){
+            if(!user || (append && (loading || !cursor))) return;
+            if(!append && !preserveView){ selected=null;card=null;rows=[];cursor=null;body.scrollTop=0;renderCard();renderRows(); }
+            const params=[];
+            if(activeFilter !== 'all') params.push('status='+activeFilter);
+            if(append) params.push('before='+cursor);
+            const suffix=params.length ? '?'+params.join('&') : '';
+            return request('/api/customer/orders'+suffix,function(result){
+                if(!Array.isArray(result.orders)) throw new Error('invalid order list');
+                // Older responses may lack an overview; never infer totals from one page.
+                summary=result.summary || null;
+                rows=append ? rows.concat(result.orders) : result.orders;
+                cursor=result.next_before || null;
+                renderRows();
+            },()=>loadList(append,preserveView));
+        }
+        function loadDetail(id){
+            if(!user) return;
+            if(selected === null) listScroll=body.scrollTop;
+            selected=id;card=null;renderCard();
+            const pending=request('/api/customer/orders/'+id,function(result){
+                if(!result.card) throw new Error('invalid order detail');
+                card=result.card;renderCard();
+            },()=>loadDetail(id));
+            back.focus({preventScroll:true});
+            body.scrollTop=0;
+            return pending;
+        }
+        function setUser(next){
+            if(user && next && user.id === next.id) return;
+            cancel();user=next;rows=[];cursor=null;card=null;selected=null;errorKey='';retryAction=null;
+            summary=null;activeFilter='all';
+            expanded=Boolean(user);renderRows();renderCard();render();
+            if(user) loadList(false);
+        }
+        toggle.onclick=function(){ expanded=!expanded;render(); };
+        refresh.onclick=()=>loadList(false);
+        more.onclick=()=>loadList(true);
+        retry.onclick=()=>retryAction && retryAction();
+        back.onclick=function(){
+            const id=selected;
+            cancel();selected=null;card=null;errorKey='';renderCard();render();
+            const button=Array.from(list.children).find(item=>item.dataset.orderId === String(id));
+            body.scrollTop=listScroll;
+            if(button) button.focus({preventScroll:true});
+        };
+        render();
+        return {setUser:setUser,refresh:function(){
+            if(user && !loading) return loadList(false,true);
+        },render:function(){renderRows();renderCard();render();}};
+    }
+};

static/js/drafts.js

@@ -0,0 +1,77 @@
+// Text drafts stay in this visitor's browser, independently for each conversation.
+var ChatDrafts = {
+    create(options){
+        const scope = /^[0-9a-f]{64}$/.test(options.scope || '') ? options.scope : null;
+        const prefix = scope ? 'baiyue-draft-v1:' + scope + ':' : null;
+        const activeKey = scope ? 'baiyue-active-chat-v1:' + scope : null;
+        const memory = new Map();
+        const dirty = new Set();
+        let current = 'new';
+        function id(value){
+            if(value === null || value === 'new') return 'new';
+            const key = String(value);
+            return /^[1-9][0-9]{0,18}$/.test(key) ? key : null;
+        }
+        function storage(name){
+            try{ return options[name](); }catch(error){ return null; }
+        }
+        function read(value){
+            const key = id(value);
+            if(!key) return '';
+            if(dirty.has(key)) return memory.get(key) || '';
+            if(prefix){
+                try{
+                    const saved = storage('storage').getItem(prefix + key);
+                    if(saved !== null){
+                        const data = JSON.parse(saved);
+                        if(data && data.version === 1 && typeof data.text === 'string'){
+                            memory.set(key, data.text);
+                            return data.text;
+                        }
+                    }
+                    memory.delete(key);
+                    return '';
+                }catch(error){}
+            }
+            return memory.get(key) || '';
+        }
+        function write(value, text){
+            const key = id(value);
+            if(!key || typeof text !== 'string') return false;
+            if(text) memory.set(key, text); else memory.delete(key);
+            dirty.add(key);
+            if(!prefix) return false;
+            try{
+                const target = storage('storage');
+                if(text) target.setItem(prefix + key, JSON.stringify({version:1,text:text}));
+                else target.removeItem(prefix + key);
+                dirty.delete(key);
+                return true;
+            }catch(error){ return false; }
+        }
+        function active(value){
+            if(arguments.length){
+                current = id(value) || 'new';
+                if(activeKey) try{ storage('tabStorage').setItem(activeKey, current); }catch(error){}
+            }else if(activeKey){
+                try{ const saved=storage('tabStorage').getItem(activeKey); if(saved !== null) current = id(saved) || current; }catch(error){}
+            }
+            return current;
+        }
+        function clear(){
+            memory.clear();
+            dirty.clear();
+            if(prefix){
+                try{
+                    const target = storage('storage');
+                    for(let index = target.length - 1; index >= 0; index--){
+                        const key = target.key(index);
+                        if(key && key.startsWith(prefix)) target.removeItem(key);
+                    }
+                }catch(error){}
+            }
+            active('new');
+        }
+        return {read:read,write:write,active:active,remove:value=>write(value,''),clear:clear};
+    }
+};

static/js/support.js

@@ -0,0 +1,218 @@
+// Shared controls for the customer page and service workspace.
+var supportModalQueue = Promise.resolve();
+var supportModalId = 0;
+
+var SupportUI = {
+    confirm(message, options){
+        return this.openModal(message, options, false);
+    },
+    prompt(message, options){
+        return this.openModal(message, options, true);
+    },
+    openModal(message, options, withInput){
+        options = options || {};
+        const invoker = document.activeElement;
+        return new Promise(function(resolve){
+            supportModalQueue = supportModalQueue.then(function(){
+                return new Promise(function(finishQueue){
+                    const overlay = document.createElement('div');
+                    overlay.className = 'app-modal-overlay';
+                    const dialog = document.createElement('section');
+                    dialog.className = 'app-modal';
+                    dialog.setAttribute('role', 'dialog');
+                    dialog.setAttribute('aria-modal', 'true');
+                    dialog.setAttribute('tabindex', '-1');
+
+                    const id = ++supportModalId;
+                    const title = document.createElement('h2');
+                    title.className = 'app-modal-title';
+                    title.id = 'app-modal-title-' + id;
+                    title.textContent = options.title || (withInput ? '请输入内容' : '请确认');
+                    dialog.setAttribute('aria-labelledby', title.id);
+                    dialog.appendChild(title);
+
+                    if(message){
+                        const detail = document.createElement('div');
+                        detail.className = 'app-modal-message';
+                        detail.id = 'app-modal-message-' + id;
+                        detail.textContent = message;
+                        dialog.setAttribute('aria-describedby', detail.id);
+                        dialog.appendChild(detail);
+                    }
+
+                    let input = null;
+                    if(withInput){
+                        input = document.createElement(options.multiline ? 'textarea' : 'input');
+                        input.className = 'app-modal-input';
+                        input.setAttribute('aria-label', options.inputLabel || (typeof message === 'string' ? message : title.textContent));
+                        if(!options.multiline) input.type = 'text';
+                        input.value = options.value || '';
+                        if(options.placeholder) input.placeholder = options.placeholder;
+                        dialog.appendChild(input);
+                    }
+
+                    const actions = document.createElement('div');
+                    actions.className = 'app-modal-actions';
+                    const cancel = document.createElement('button');
+                    cancel.type = 'button';
+                    cancel.textContent = options.cancelText || '取消';
+                    const confirm = document.createElement('button');
+                    confirm.type = 'button';
+                    confirm.className = 'app-modal-confirm';
+                    confirm.textContent = options.confirmText || '确定';
+                    actions.appendChild(cancel);
+                    actions.appendChild(confirm);
+                    dialog.appendChild(actions);
+                    overlay.appendChild(dialog);
+
+                    let closed = false;
+                    function close(value){
+                        if(closed) return;
+                        closed = true;
+                        overlay.remove();
+                        if(invoker && invoker.isConnected !== false && document.body.contains(invoker)){
+                            invoker.focus({preventScroll:true});
+                        }
+                        resolve(value);
+                        finishQueue();
+                    }
+                    function accept(){ close(withInput ? input.value : true); }
+                    cancel.onclick = function(){ close(withInput ? null : false); };
+                    confirm.onclick = accept;
+                    overlay.onclick = function(event){
+                        if(event.target === overlay) close(withInput ? null : false);
+                    };
+                    dialog.addEventListener('keydown', function(event){
+                        if(event.key === 'Escape'){
+                            event.preventDefault();
+                            close(withInput ? null : false);
+                            return;
+                        }
+                        if(event.key === 'Enter' && (!input || !options.multiline || event.ctrlKey || event.metaKey)){
+                            event.preventDefault();
+                            accept();
+                            return;
+                        }
+                        if(event.key !== 'Tab') return;
+                        const focusable = dialog.querySelectorAll('button, input, textarea');
+                        if(!focusable.length){ event.preventDefault(); dialog.focus(); return; }
+                        const first = focusable[0], last = focusable[focusable.length - 1];
+                        if(event.shiftKey && (document.activeElement === first || !dialog.contains(document.activeElement))){
+                            event.preventDefault(); last.focus();
+                        }else if(!event.shiftKey && (document.activeElement === last || !dialog.contains(document.activeElement))){
+                            event.preventDefault(); first.focus();
+                        }
+                    });
+                    document.body.appendChild(overlay);
+                    (input || cancel).focus({preventScroll:true});
+                });
+            });
+        });
+    },
+    initAttachments(container, label){
+        container.addEventListener('error', function(event){
+            const image = event.target;
+            if(!image || image.tagName !== 'IMG' || !image.classList.contains('message-image') || image.dataset.unavailable) return;
+            image.dataset.unavailable = '1';
+            image.hidden = true;
+            const hint = document.createElement('span');
+            hint.className = 'attachment-unavailable';
+            hint.textContent = typeof label === 'function' ? label() : label;
+            image.after(hint);
+        }, true);
+    },
+    async enableNotifications(button){
+        if(!('Notification' in window)) return;
+        try{
+            const permission = await Notification.requestPermission();
+            button.setAttribute('aria-pressed', String(permission === 'granted'));
+        }catch(error){}
+    },
+    notify(title, body){
+        if(!document.hidden || !('Notification' in window) || Notification.permission !== 'granted') return;
+        try{
+            const notice = new Notification(title, {body:body});
+            notice.onclick = function(){ window.focus(); notice.close(); };
+        }catch(error){}
+    },
+    addRating(container, sid, labels){
+        const request = labels.fetch || fetch;
+        const box = document.createElement('section');
+        box.className = 'service-rating';
+        const question = document.createElement('p');
+        question.textContent = labels.question;
+        box.appendChild(question);
+        const choices = document.createElement('div');
+        choices.className = 'rating-choices';
+        box.appendChild(choices);
+        const status = document.createElement('p');
+        status.setAttribute('role', 'status');
+        box.appendChild(status);
+        let sending = false;
+        [1, 2, 3, 4, 5].forEach(function(stars){
+            const button = document.createElement('button');
+            button.type = 'button';
+            button.textContent = '★';
+            button.setAttribute('aria-label', stars+' / 5');
+            button.onmouseenter = function(){
+                Array.from(choices.children).forEach(function(item, index){ item.classList.toggle('selected', index < stars); });
+            };
+            button.onclick = async function(){
+                if(sending) return;
+                sending = true;
+                Array.from(choices.children).forEach(function(item){ item.disabled = true; });
+                try{
+                    const response = await request('/api/rate', {method:'POST', headers:{'Content-Type':'application/json'}, body:JSON.stringify({sid:sid, stars:stars, comment:''})});
+                    const data = await response.json();
+                    if(!response.ok || !data.ok) throw new Error('Rating failed');
+                    box.textContent = labels.thanks+' '+ '★'.repeat(stars);
+                }catch(error){
+                    sending = false;
+                    status.textContent = labels.failed;
+                    Array.from(choices.children).forEach(function(item){ item.disabled = false; });
+                }
+            };
+            choices.appendChild(button);
+        });
+        container.appendChild(box);
+        return box;
+    },
+    initEmoji(button, panel, input, onInsert){
+        const emojis = ['😊', '😂', '👍', '❤️', '🙏', '😅', '😢', '🎉', '📦', '🚚'];
+        function close(){
+            panel.hidden = true;
+            button.setAttribute('aria-expanded', 'false');
+        }
+        button.onclick = function(){
+            panel.hidden = !panel.hidden;
+            button.setAttribute('aria-expanded', String(!panel.hidden));
+        };
+        emojis.forEach(function(emoji){
+            const choice = document.createElement('button');
+            choice.type = 'button';
+            choice.textContent = emoji;
+            choice.onclick = function(){
+                const start = input.selectionStart == null ? input.value.length : input.selectionStart;
+                const end = input.selectionEnd == null ? start : input.selectionEnd;
+                input.value = input.value.slice(0, start) + emoji + input.value.slice(end);
+                close();
+                input.focus({preventScroll:true});
+                input.setSelectionRange(start + emoji.length, start + emoji.length);
+                if(onInsert) onInsert();
+            };
+            panel.appendChild(choice);
+        });
+        ['pointerdown','mousedown'].forEach(function(name){
+            document.addEventListener(name, function(event){
+                if(!panel.hidden && !panel.contains(event.target) && !button.contains(event.target)) close();
+            });
+        });
+        document.addEventListener('keydown', function(event){
+            if(event.key === 'Escape' && !panel.hidden){
+                close();
+                button.focus({preventScroll:true});
+            }
+        });
+        return {close:close};
+    }
+};

static/js/visitor.js

@@ -0,0 +1,49 @@
+// A local random guest key restores this browser's history, never customer order identity.
+var VisitorSession = (function(){
+    const storageName = 'baiyue-visitor-key';
+    const nativeFetch = typeof window.fetch === 'function' ? window.fetch.bind(window) : fetch;
+    let ready = null, established = false;
+    function localKey(){
+        try{
+            const saved = localStorage.getItem(storageName);
+            if(saved && /^[0-9a-f]{64}$/.test(saved)) return saved;
+            const crypto = window.crypto;
+            if(!crypto || !crypto.getRandomValues) return null;
+            const bytes = crypto.getRandomValues(new Uint8Array(32));
+            const key = Array.from(bytes, value => value.toString(16).padStart(2, '0')).join('');
+            localStorage.setItem(storageName, key);
+            return key;
+        }catch(error){ return null; } // HttpOnly cookie can still retain this guest when storage is disabled.
+    }
+    function ensure(){
+        if(ready) return ready;
+        const controller = new AbortController();
+        const timer = setTimeout(() => controller.abort(), 10000);
+        ready = nativeFetch('/api/visitor/session', {method:'POST',credentials:'same-origin',
+            headers:{'Content-Type':'application/json'},body:JSON.stringify({key:localKey()}),signal:controller.signal})
+        .then(async response => {
+            const data = await response.json();
+            if(!response.ok || !data.ok || typeof data.key !== 'string' || !/^[0-9a-f]{64}$/.test(data.key)){
+                throw new Error('访客会话暂时无法建立，请刷新后重试。');
+            }
+            try{ localStorage.setItem(storageName, data.key); }catch(error){}
+            established = true;
+        }).catch(error => { ready = null; established = false; throw error; }).finally(() => clearTimeout(timer));
+        return ready;
+    }
+    function request(path, options){
+        const init = Object.assign({}, options, {credentials:'same-origin'});
+        function send(){
+            if(init.signal && init.signal.aborted) return Promise.reject(Object.assign(new Error('Aborted'), {name:'AbortError'}));
+            const session = ready;
+            return nativeFetch(path, init).then(async response => {
+                if(response.status !== 401) return response;
+                if(ready === session){ ready = null; established = false; }
+                await ensure();
+                return nativeFetch(path, init);
+            });
+        }
+        return established ? send() : ensure().then(send);
+    }
+    return {fetch:request,localKey:localKey};
+})();

static/js/voice.js

@@ -0,0 +1,220 @@
+// Short recordings use the same server ASR in mobile browsers and embedded browsers.
+var ChatVoice = {
+    create(options){
+        const fetch = options.fetch || (typeof window.fetch === 'function' ? window.fetch.bind(window) : globalThis.fetch);
+        const {toggle, hold, panel, label, clock, inputArea, input, text, status} = options;
+        let session = null, mode = false;
+        const active = current => session === current;
+        function stopTracks(current){
+            if(current.stream) current.stream.getTracks().forEach(track => track.stop());
+        }
+        function clearTimers(current){
+            clearTimeout(current.limitTimer);
+            clearTimeout(current.permissionTimer);
+            clearInterval(current.clockTimer);
+        }
+        function render(){
+            toggle.setAttribute('aria-pressed', String(mode));
+            toggle.setAttribute('aria-label', text(mode ? 'voiceKeyboard' : 'voiceInput'));
+            toggle.title = text(mode ? 'voiceKeyboard' : 'voiceInput');
+            toggle.textContent = mode ? '⌨' : '🎙';
+            inputArea.classList.toggle('voice-mode', mode);
+            hold.textContent = text(session ? 'voiceRelease' : 'voiceHold');
+            hold.classList.toggle('is-recording', Boolean(session));
+            panel.hidden = !session;
+        }
+        function cancel(message){
+            const current = session;
+            session = null;
+            if(current){
+                current.controller.abort();
+                clearTimers(current);
+                if(current.recorder && current.recorder.state !== 'inactive'){
+                    try{ current.recorder.stop(); }catch(error){}
+                }
+                stopTracks(current);
+            }
+            render();
+            if(message) status(text(message), true);
+        }
+        function setMode(on){
+            cancel();
+            mode = on;
+            render();
+            if(on && input.blur) input.blur();
+        }
+        function supported(){
+            if(window.isSecureContext === false){ status(text('voiceHttps'), true); return false; }
+            if(!navigator.mediaDevices || !navigator.mediaDevices.getUserMedia || !window.MediaRecorder){
+                status(text('voiceUnsupported'), true);
+                return false;
+            }
+            return true;
+        }
+        async function jsonRequest(current, url, init, timeout){
+            const timer = setTimeout(function(){ current.timedOut = true; current.controller.abort(); }, timeout);
+            try{
+                const response = await fetch(url, Object.assign({}, init, {signal:current.controller.signal}));
+                const data = await response.json();
+                if(!response.ok) throw new Error(data.error || data.e || text('voiceFailed'));
+                return data;
+            }finally{ clearTimeout(timer); }
+        }
+        async function transcribe(current){
+            if(!active(current)) return;
+            if(!current.chunks.length){ cancel('voiceEmpty'); return; }
+            current.phase = 'transcribing';
+            label.textContent = text('voiceTranscribing');
+            const blob = new Blob(current.chunks, {type:current.recorder.mimeType || current.mime});
+            if(!blob.size || blob.size > current.maxBytes){ cancel('voiceTooLarge'); return; }
+            const form = new FormData();
+            form.append('audio', blob, 'recording');
+            form.append('duration', String(Math.min(60, current.duration / 1000)));
+            form.append('language', options.language());
+            try{
+                const data = await jsonRequest(current, '/api/speech/transcribe', {method:'POST',body:form}, 40000);
+                if(!active(current)) return;
+                if(current.context !== options.context()){ cancel(); return; }
+                if(!data.ok || typeof data.text !== 'string' || !data.text.trim()){
+                    cancel('voiceEmpty'); return;
+                }
+                session = null;
+                render();
+                await options.onText(data.text.trim());
+            }catch(error){
+                if(!active(current)) return;
+                const message = current.timedOut ? text('voiceTimeout') : error.message || text('voiceFailed');
+                cancel();
+                status(message, true);
+            }
+        }
+        function finish(current, cancelled){
+            if(!active(current) || !current.holding) return;
+            current.holding = false;
+            if(cancelled || current.cancelled){ cancel(); status(text('voiceCancelled')); return; }
+            if(current.phase !== 'recording'){ cancel('voiceTooShort'); return; }
+            current.duration = Date.now() - current.startedAt;
+            if(current.duration < 400){ cancel('voiceTooShort'); return; }
+            current.phase = 'stopping';
+            label.textContent = text('voiceTranscribing');
+            clearTimers(current);
+            try{ current.recorder.stop(); }
+            catch(error){ cancel('voiceFailed'); }
+            finally{ stopTracks(current); }
+        }
+        async function start(id, y){
+            if(session || !mode) return;
+            const reason = options.canStart();
+            if(reason){ status(reason, true); return; }
+            if(!supported()) return;
+            const current = {id:id,startY:y,holding:true,chunks:[],bytes:0,phase:'preparing',
+                controller:new AbortController(),context:options.context()};
+            session = current;
+            label.textContent = text('voicePreparing');
+            clock.textContent = '';
+            panel.classList.remove('is-cancelling');
+            status('');
+            render();
+            try{
+                const config = await jsonRequest(current, '/api/speech/config', {}, 5000);
+                if(!active(current)) return;
+                if(!config.enabled){ cancel('voiceUnavailable'); return; }
+                current.maxBytes = Math.min(Number(config.max_bytes) || 5242880, 5242880);
+                current.permissionTimer = setTimeout(function(){ if(active(current)) cancel('voiceTimeout'); }, 15000);
+                const stream = await navigator.mediaDevices.getUserMedia({audio:{echoCancellation:true,noiseSuppression:true},video:false});
+                clearTimeout(current.permissionTimer);
+                if(!active(current)){ stream.getTracks().forEach(track => track.stop()); return; }
+                current.stream = stream;
+                const formats = ['audio/webm;codecs=opus','audio/mp4','audio/webm','audio/ogg;codecs=opus'];
+                current.mime = window.MediaRecorder.isTypeSupported
+                    ? formats.find(mime => window.MediaRecorder.isTypeSupported(mime)) || '' : '';
+                current.recorder = new window.MediaRecorder(stream, Object.assign({audioBitsPerSecond:64000},
+                    current.mime ? {mimeType:current.mime} : {}));
+                current.recorder.ondataavailable = function(event){
+                    if(!active(current) || !event.data || !event.data.size) return;
+                    current.bytes += event.data.size;
+                    if(current.bytes > current.maxBytes){ cancel('voiceTooLarge'); return; }
+                    current.chunks.push(event.data);
+                };
+                current.recorder.onerror = function(){ if(active(current)) cancel('voiceFailed'); };
+                current.recorder.onstop = function(){
+                    if(!active(current)) return;
+                    if(current.phase === 'stopping') transcribe(current);
+                    else cancel('voiceFailed');
+                };
+                current.recorder.start(250);
+                current.startedAt = Date.now();
+                current.phase = 'recording';
+                label.textContent = text('voiceCancelTip');
+                clock.textContent = '0 / 60 s';
+                current.clockTimer = setInterval(function(){
+                    clock.textContent = Math.min(60, Math.floor((Date.now()-current.startedAt)/1000)) + ' / 60 s';
+                }, 250);
+                current.limitTimer = setTimeout(function(){ finish(current, false); }, 60000);
+            }catch(error){
+                if(!active(current)) return;
+                const key = current.timedOut ? 'voiceTimeout'
+                    : ['NotAllowedError','PermissionDeniedError'].includes(error.name) ? 'voicePermission'
+                    : ['NotFoundError','DevicesNotFoundError'].includes(error.name) ? 'voiceNoMic' : 'voiceFailed';
+                cancel(key);
+            }
+        }
+        function move(id, y){
+            if(!session || !session.holding || session.id !== id) return;
+            session.cancelled = session.startY - y > 72;
+            panel.classList.toggle('is-cancelling', session.cancelled);
+            if(session.phase === 'recording') label.textContent = text(session.cancelled ? 'voiceCancelRelease' : 'voiceCancelTip');
+        }
+        toggle.onclick = function(){
+            if(!mode && !supported()) return;
+            setMode(!mode);
+            if(!mode) input.focus({preventScroll:true});
+        };
+        if(window.PointerEvent){
+            hold.addEventListener('pointerdown', function(event){
+                if(event.button !== 0) return;
+                event.preventDefault();
+                if(hold.setPointerCapture) try{ hold.setPointerCapture(event.pointerId); }catch(error){}
+                start(event.pointerId, event.clientY);
+            });
+            hold.addEventListener('pointermove', event => move(event.pointerId, event.clientY));
+            hold.addEventListener('pointerup', function(event){
+                event.preventDefault();
+                if(session && session.id === event.pointerId) finish(session, false);
+            });
+            ['pointercancel','lostpointercapture'].forEach(name => hold.addEventListener(name, function(){
+                if(session && session.holding) finish(session, true);
+            }));
+        }else{
+            hold.addEventListener('touchstart', function(event){
+                event.preventDefault();
+                if(event.touches.length !== 1) return;
+                const touch=event.touches[0]; start(touch.identifier, touch.clientY);
+            }, {passive:false});
+            hold.addEventListener('touchmove', function(event){
+                event.preventDefault();
+                for(const touch of event.changedTouches) move(touch.identifier, touch.clientY);
+            }, {passive:false});
+            hold.addEventListener('touchend', function(event){
+                event.preventDefault();
+                for(const touch of event.changedTouches) if(session && session.id === touch.identifier) finish(session, false);
+            }, {passive:false});
+            hold.addEventListener('touchcancel', function(){ if(session) finish(session, true); });
+        }
+        hold.addEventListener('contextmenu', event => event.preventDefault());
+        hold.addEventListener('keydown', function(event){
+            if(![' ','Enter'].includes(event.key) || event.repeat) return;
+            event.preventDefault(); start('keyboard', 0);
+        });
+        hold.addEventListener('keyup', function(event){
+            if([' ','Enter'].includes(event.key) && session && session.id === 'keyboard'){
+                event.preventDefault(); finish(session, false);
+            }
+        });
+        document.addEventListener('keydown', event => { if(event.key === 'Escape') cancel(); });
+        document.addEventListener('visibilitychange', function(){ if(document.hidden) cancel(); });
+        window.addEventListener('pagehide', function(){ cancel(); });
+        render();
+        return {cancel:cancel,setMode:setMode,refresh:render,busy:() => Boolean(session)};
+    }
+};

templates/admin.html

@@ -2,6 +2,8 @@
 <html lang="zh-CN">
 <head>
     <meta charset="UTF-8">
+    <meta name="staff-csrf-token" content="{{ g.staff.csrf_token }}">
+    <meta name="staff-username" content="{{ g.staff.username }}">
     <meta name="viewport" content="width=device-width, initial-scale=1.0">
     <title>客服工作台 · 柏悦物流</title>
     <link rel="icon" href="{{ url_for('static', filename='fa.jpg') }}">
@@ -15,6 +17,11 @@
         <span class="nav-divider" aria-hidden="true"></span><h1>客服工作台</h1>
     </div>
     <div class="topbar-actions">
+        <span id="nightBadge" class="night-badge" hidden>非工作时段</span>
+          <button id="ticket-inbox-toggle" class="ticket-inbox-toggle" type="button" aria-label="查看待处理留言" aria-controls="service-tools">留言 <span id="ticket-pending-count">—</span></button>
+          <button id="ticket-overdue-toggle" class="ticket-overdue-toggle" type="button" aria-label="查看超时留言" aria-controls="service-tools">超时 <span id="ticket-overdue-count">—</span></button>
+        <button id="notifications-toggle" class="icon-button" type="button" aria-label="开启浏览器通知" title="开启浏览器通知" aria-pressed="false">🔔</button>
+        <a class="workspace-link orders-link" href="/admin/orders">订单数据管理 ↗</a>
         <a class="workspace-link" href="/">客户入口 ↗</a>
         <details class="data-overview" id="data-overview">
             <summary><svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.6" aria-hidden="true"><path d="M4 4v16h17M8 16v-5M13 16V7M18 16V3"/></svg>数据概览</summary>
@@ -25,21 +32,26 @@
                 <div class="stat"><span>今日新对话</span><b id="s3">—</b></div>
                 <div class="stat"><span>有帮助</span><b id="s4">—</b></div>
                 <div class="stat"><span>需改进</span><b id="s5">—</b></div>
-                <a class="export-link" href="/api/export_chat">导出记录 ↗</a>
+                <div class="stat"><span>服务评价</span><b id="s6">—</b></div>
+                <a class="export-link" href="/api/export_chat">导出 Excel ↗</a>
             </div>
         </details>
+        <button id="staff-logout" class="staff-logout" type="button">退出登录</button>
     </div>
 </header>
+<div id="staff-logout-status" class="sync-status" role="alert" hidden></div>
 <div id="sync-status" class="sync-status" role="status" hidden>会话连接中断，正在重试…</div>
+<div id="ticket-alert" class="ticket-alert" role="status" aria-live="polite" hidden><span id="ticket-alert-text"></span><button id="ticket-alert-view" type="button" class="ticket-action">查看待处理留言</button></div>
 <main class="layout">
     <aside class="conv-list" id="session-browser" aria-label="会话列表">
         <div class="list-heading">
             <h2>客户会话</h2><p>查看咨询，及时接待与回复</p>
             <div class="session-search-wrap"><svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.7" aria-hidden="true"><circle cx="10.5" cy="10.5" r="6.5"/><path d="m16 16 4 4"/></svg><input id="session-search" type="search" aria-label="搜索客户会话" placeholder="搜索会话或消息" autocomplete="off"></div>
+            <button id="history-search-toggle" class="text-button" type="button">搜索历史记录 ↗</button>
         </div>
         <div class="session-tabs" role="tablist" aria-label="会话状态">
             <button id="tab-active" type="button" role="tab" aria-selected="true" aria-controls="sessionList">接待中 <span id="active-count" class="section-count">0</span></button>
-            <button id="tab-queue" type="button" role="tab" aria-selected="false" aria-controls="queue" tabindex="-1">排队中 <span id="queue-count" class="section-count">0</span></button>
+            <button id="tab-queue" type="button" role="tab" aria-selected="false" aria-controls="queue" tabindex="-1">排队中 <span id="queue-count" class="section-count">0</span><span id="queue-overdue-count" class="queue-overdue-count">超时 0</span></button>
         </div>
         <div class="session-scroll">
             <div id="sessionList" role="tabpanel" aria-labelledby="tab-active"><div class="list-empty">暂无进行中的会话</div></div>
@@ -54,6 +66,7 @@
             <div class="participant-copy"><h2 id="chatTitle">会话接待</h2><p id="chat-subtitle">选择一段会话，开始回复客户</p></div>
             <div class="chat-header-actions">
                 <button id="tools-toggle" class="tools-toggle" type="button" aria-label="资料与快捷回复" aria-controls="service-tools" aria-expanded="false"><svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.6" aria-hidden="true"><rect x="4" y="3" width="16" height="18" rx="2"/><circle cx="9" cy="9" r="2"/><path d="M6 16a3 3 0 0 1 6 0M14 8h3M14 12h3M14 16h3"/></svg><span>资料与回复</span></button>
+                <button id="transfer-session" class="close" type="button" onclick="transferSession()">转接</button>
                 <button id="close-session" class="close" type="button" onclick="closeSession()">结束会话</button>
             </div>
         </header>
@@ -64,7 +77,7 @@
         <div id="chatContent" class="session-panel" style="display:none">
             <div id="chatBox" role="log" aria-live="polite" aria-label="会话消息"></div>
             <footer class="agent-composer">
-                <div class="composer-heading"><label for="replyText">回复客户</label><span>Shift + Enter 换行</span></div>
+                <div class="composer-heading"><label for="replyText">回复客户</label><div class="emoji-control"><button id="agent-emoji-toggle" class="text-button" type="button" aria-label="选择表情" aria-expanded="false" aria-controls="agent-emoji-panel">😊 表情</button><div id="agent-emoji-panel" class="emoji-picker" hidden></div></div><span>Shift + Enter 换行</span></div>
                 <div class="input-bar">
                     <textarea id="replyText" rows="2" aria-label="回复客户" placeholder="输入回复内容，按 Enter 发送…"></textarea>
                     <div class="input-actions"><span>常用回复可在「资料与回复」中选择</span><button id="reply-send" type="button" onclick="sendReply()">发送</button></div>
@@ -76,6 +89,7 @@
     <aside class="side" id="service-tools" aria-label="客户信息与回复" aria-hidden="true" inert>
         <header class="side-heading"><h2>服务资料</h2><button id="tools-close" type="button" class="icon-button" aria-label="关闭服务资料">×</button></header>
         <section class="card"><h3>客户信息</h3><div class="info-row" id="cInfo">选择会话后查看客户信息</div><p class="info-hint">咨询运费时，可先确认运单号、货物重量、尺寸与目的地。</p></section>
+        <section class="card"><h3><label for="noteInput">会话备注</label></h3><textarea id="noteInput" class="note-input" rows="3" placeholder="填写本次会话的跟进事项" disabled></textarea><button id="note-save" type="button" class="quick" disabled>保存备注</button></section>
         <section class="card"><h3>常用回复</h3>
             <p class="card-caption">点击填入草稿，编辑后再发送</p>
             <button type="button" class="quick" onclick="quickReply('您好，请问有什么可以帮您？')">您好，有什么可以帮您？</button>
@@ -83,10 +97,38 @@
             <button type="button" class="quick" onclick="quickReply('已为您催促，请稍候。')">已为您催促，请稍候</button>
             <button type="button" class="quick" onclick="quickReply('感谢您的咨询，祝您生活愉快！')">感谢咨询，祝您生活愉快</button>
         </section>
-        <section class="card"><h3>离线留言</h3><div id="ticketList"><div class="list-empty">正在加载留言…</div></div></section>
+        <section class="card ticket-workspace" aria-labelledby="tickets-title">
+            <div class="ticket-row"><h3 id="tickets-title">离线留言</h3><span id="ticket-section-count" class="ticket-section-count">待处理 —</span></div>
+            <p id="ticket-summary-status" class="ticket-summary-status" role="status"></p>
+            <p class="ticket-timing-rule">超时提醒：30 分钟未领取，或领取后 20 分钟未完成。</p>
+            <form id="ticket-search-form" class="ticket-search-form" role="search" aria-label="搜索离线留言">
+                <label for="ticket-search">搜索留言</label><input id="ticket-search" type="search" maxlength="100" placeholder="手机号、关键词、负责人或备注" autocomplete="off">
+                <div class="ticket-search-actions"><button id="ticket-search-submit" type="submit" class="ticket-action ticket-primary">搜索</button><button id="ticket-search-clear" type="button" class="ticket-action" hidden>清除搜索</button></div>
+            </form>
+            <div class="ticket-toolbar"><label for="ticket-filter">状态</label><select id="ticket-filter"><option value="all">全部</option><option value="pending">待处理</option><option value="processing">处理中</option><option value="completed">已完成</option></select><label class="ticket-overdue-filter"><input id="ticket-overdue-filter" type="checkbox"> 只看超时</label><button id="ticket-refresh" type="button" class="ticket-action">刷新</button></div>
+            <div id="ticketList"><div class="list-empty">正在加载留言…</div></div>
+            <button id="ticket-more" type="button" class="ticket-action" hidden>加载更早留言</button>
+            <div id="ticket-selected" class="ticket-detail" hidden>
+                <div class="ticket-row"><h4>留言详情</h4><span id="ticket-state" class="ticket-state"></span></div>
+                <p id="ticket-meta" class="ticket-meta"></p><p id="ticket-content" class="ticket-content"></p>
+                 <p id="ticket-owner" class="ticket-owner"></p><p id="ticket-overdue-hint" class="ticket-overdue-hint" hidden></p>
+                <label for="ticket-note" class="ticket-note-label">处理备注</label>
+                <textarea id="ticket-note" rows="4" maxlength="2000" placeholder="记录联系情况、处理结果或后续跟进事项" readonly></textarea>
+                <p id="ticket-server-note" class="ticket-server-note" hidden></p>
+                <button id="ticket-rebase" type="button" class="ticket-action" hidden>已核对，使用我的备注</button>
+                <div class="ticket-actions"><button id="ticket-claim" type="button" class="ticket-action ticket-primary" hidden>领取留言</button><button id="ticket-save" type="button" class="ticket-action" hidden>保存备注</button><button id="ticket-complete" type="button" class="ticket-action ticket-primary" hidden>标记已完成</button></div>
+                 <p id="ticket-activity" class="ticket-meta"></p>
+                 <section id="ticket-history" class="ticket-history" aria-labelledby="ticket-history-title"><div class="ticket-row"><h4 id="ticket-history-title">处理记录</h4><button id="ticket-history-reload" type="button" class="ticket-action">刷新记录</button></div><p id="ticket-history-status" class="ticket-meta" role="status"></p><ol id="ticket-history-list" class="ticket-history-list"></ol><button id="ticket-history-more" type="button" class="ticket-action" hidden>加载更早记录</button></section>
+            </div>
+            <p id="ticket-status-message" class="ticket-feedback" role="status" aria-live="polite"></p>
+        </section>
     </aside>
 </main>
 <button class="tools-backdrop" id="tools-backdrop" type="button" aria-label="关闭服务资料"></button>
+<dialog id="searchResult" class="search-dialog" aria-labelledby="search-title"><header><h2 id="search-title">搜索历史记录</h2><button id="search-close" class="icon-button" type="button" aria-label="关闭搜索">×</button></header><form id="history-search-form"><label class="sr-only" for="searchBox">历史消息关键词</label><input id="searchBox" type="search" placeholder="输入关键词搜索聊天记录" required><button type="submit" class="quick">搜索</button></form><div id="searchBody" aria-live="polite">请输入关键词搜索历史消息</div></dialog>
+<script src="{{ url_for('static', filename='js/support.js') }}"></script>
+<script src="{{ url_for('static', filename='js/admin_tools.js') }}"></script>
+<script src="{{ url_for('static', filename='js/admin_tickets.js') }}"></script>
 <script src="{{ url_for('static', filename='js/admin.js') }}"></script>
 </body>
 </html>

templates/admin_orders.html

@@ -0,0 +1,55 @@
+<!DOCTYPE html>
+<html lang="zh-CN">
+<head>
+    <meta charset="UTF-8">
+    <meta name="staff-csrf-token" content="{{ g.staff.csrf_token }}">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>订单数据管理 · 柏悦物流</title>
+    <link rel="icon" href="{{ url_for('static', filename='fa.jpg') }}">
+    <link rel="stylesheet" href="{{ url_for('static', filename='css/theme.css') }}">
+    <link rel="stylesheet" href="{{ url_for('static', filename='css/admin_orders.css') }}">
+</head>
+<body class="orders-page">
+<header class="orders-topbar">
+    <a class="brand" href="/admin/dashboard"><span class="brand-mark" aria-hidden="true">物流</span><span class="brand-name">柏悦物流</span></a>
+    <nav aria-label="后台导航"><a href="/admin/dashboard">返回客服工作台</a><button id="staff-logout" type="button">退出登录</button></nav>
+</header>
+<main class="orders-shell">
+    <div class="orders-heading"><div><p class="orders-eyebrow">STAFF CONSOLE</p><h1>订单数据管理</h1><p>导入订单后，客户登录并关联对应租户即可查询订单信息。</p></div><a class="template-link" href="/api/admin/orders/import/template">下载CSV模板 ↓</a></div>
+    <section class="import-card" aria-labelledby="import-title">
+        <div class="card-heading"><span class="step-number">01</span><div><h2 id="import-title">上传订单文件</h2><p>支持 CSV 和 XLSX，单次最多 5,000 条、文件不超过 5 MB。</p></div></div>
+        <form id="order-import-form">
+            <label class="file-picker" for="order-file"><span class="file-icon" aria-hidden="true">↑</span><span><strong id="file-name">选择订单文件</strong><small>点击选择 CSV 或 XLSX 文件</small></span><input id="order-file" name="file" type="file" accept=".csv,.xlsx,text/csv,application/vnd.openxmlformats-officedocument.spreadsheetml.sheet" required></label>
+            <p class="import-hint">必填列：租户ID、订单号。重复订单会保留已有记录，不会覆盖人工修改。</p>
+            <div class="form-actions"><button id="preview-import" class="button-primary" type="submit">校验并预览</button><span id="import-status" role="status" aria-live="polite"></span></div>
+        </form>
+    </section>
+    <section id="import-results" class="import-card results-card" aria-labelledby="results-title" hidden>
+        <div class="card-heading"><span class="step-number">02</span><div><h2 id="results-title">校验结果</h2><p id="results-caption">核对后再确认导入。</p></div></div>
+        <div id="import-summary" class="summary-grid"></div>
+        <div class="table-scroll"><table><thead><tr><th>行</th><th>租户ID</th><th>订单号</th><th>状态</th><th>入仓码</th><th>检查结果</th></tr></thead><tbody id="preview-rows"></tbody></table></div>
+        <p id="preview-limit-note" class="import-hint" hidden>表格仅展示前 20 条，其他行仍会执行完整校验。</p>
+        <div id="import-errors" class="error-list" hidden></div>
+        <div class="form-actions result-actions"><button id="confirm-import" class="button-primary" type="button" hidden>确认导入</button><span class="import-hint">确认后新增有效订单；文件中的错误行必须先修正。</span></div>
+    </section>
+    <section class="import-card" aria-labelledby="orders-title">
+        <div class="card-heading"><span class="step-number">03</span><div><h2 id="orders-title">订单列表</h2><p>按订单号、入仓码、Shipment ID 或租户筛选。</p></div></div>
+        <form id="order-search-form" class="order-search-form">
+            <label>关键词<input id="order-query" type="search" maxlength="128" placeholder="订单号、入仓码或 Shipment ID"></label>
+            <label>租户ID<input id="order-tenant" type="search" maxlength="128" placeholder="精确租户ID"></label>
+            <label>业务状态<select id="order-status"><option value="">全部状态</option><option value="DRAFT">草稿</option><option value="SUBMITTED">已提交</option><option value="APPROVED">审核通过</option><option value="ACCEPTED">已接单</option><option value="REJECTED">审核驳回</option><option value="PROCESSING">履约中</option><option value="COMPLETED">头程订单已完成</option><option value="CANCELLED">已取消</option></select></label>
+            <button class="button-primary" type="submit">搜索</button>
+        </form>
+        <p id="order-list-status" class="import-hint" role="status" aria-live="polite"></p>
+        <div class="table-scroll"><table><thead><tr><th>租户ID</th><th>订单号</th><th>业务状态</th><th>入仓码</th><th>Shipment ID</th><th>目的国</th><th>来源更新时间</th></tr></thead><tbody id="order-list-rows"><tr><td colspan="7">正在加载订单…</td></tr></tbody></table></div>
+        <div class="form-actions"><button id="load-more-orders" class="button-secondary" type="button" hidden>加载更多</button></div>
+    </section>
+    <section class="import-card" aria-labelledby="batches-title">
+        <div class="card-heading"><span class="step-number">04</span><div><h2 id="batches-title">导入记录</h2><p>记录操作人员和导入数量；撤销只删除仍未被修改的本批新增订单。</p></div></div>
+        <div class="table-scroll"><table><thead><tr><th>时间</th><th>文件</th><th>操作人</th><th>新增</th><th>重复保留</th><th>状态</th><th>操作</th></tr></thead><tbody id="import-batch-rows"><tr><td colspan="7">正在加载导入记录…</td></tr></tbody></table></div>
+    </section>
+</main>
+<script src="{{ url_for('static', filename='js/support.js') }}"></script>
+<script src="{{ url_for('static', filename='js/admin_orders.js') }}"></script>
+</body>
+</html>

templates/attachment_unavailable.html

@@ -0,0 +1,23 @@
+<!DOCTYPE html>
+<html lang="zh-CN">
+<head>
+    <meta charset="UTF-8">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <title>附件暂时无法访问 · 柏悦物流</title>
+    <link rel="stylesheet" href="{{ url_for('static', filename='css/theme.css') }}">
+    <style>
+        body { min-height: 100vh; min-height: 100dvh; display: grid; place-items: center; padding: 24px; }
+        main { width: min(420px, 100%); padding: 28px; border: 1px solid var(--border); border-radius: 16px; background: var(--surface); }
+        h1 { font-size: 22px; margin-bottom: 14px; }
+        p { color: var(--secondary); margin: 10px 0; }
+        .english { font-size: 13px; }
+        a { display: inline-block; margin-top: 12px; }
+    </style>
+</head>
+<body><main>
+    <h1>附件暂时无法访问</h1>
+    <p>文件可能已过期、被删除或当前无法访问。请返回会话重新发送，或联系人工客服。</p>
+    <p lang="en" class="english">This attachment is unavailable. Please return to your conversation to upload it again or contact support.</p>
+    <a href="{{ url_for('admin.admin_dash') if staff else url_for('pages.index') }}">{{ '返回客服工作台' if staff else '返回聊天' }}</a>
+</main></body>
+</html>

templates/index.html

@@ -2,7 +2,7 @@
 <html lang="zh-CN">
 <head>
     <meta charset="UTF-8">
-    <meta name="viewport" content="width=device-width, initial-scale=1.0">
+    <meta name="viewport" content="width=device-width, initial-scale=1.0, viewport-fit=cover, interactive-widget=resizes-content">
     <meta name="theme-color" content="#315fd5">
     <title>柏悦智能物流客服系统</title>
     <link rel="icon" href="{{ url_for('static', filename='fa.jpg') }}">
@@ -21,52 +21,97 @@
         </div>
         <div class="history-wrap" id="historyWrap"></div>
         <div class="sidebar-footer">
+            <button type="button" id="customer-account" class="customer-account">客户登录</button>
             <button type="button" class="clear-all-btn">清空全部历史</button>
-            <div class="sidebar-note"><span class="status-dot" aria-hidden="true"></span><span data-i18n="serviceScope">中欧与英国专线咨询</span></div>
         </div>
     </aside>
     <button class="sidebar-backdrop" type="button" aria-label="关闭历史侧栏"></button>
     <main class="main-chat">
+        <div id="attachment-drop-hint" class="attachment-drop-hint" role="status" hidden><span data-i18n="dropAttachment">松开鼠标添加附件</span></div>
         <header class="chat-title">
             <button class="toggle-divider" type="button" aria-label="切换历史侧栏" aria-expanded="true"></button>
             <div class="header-copy"><div class="header-kicker">BAIYUE · CUSTOMER SUPPORT</div><span id="app-title">柏悦物流智能助手</span></div>
             <div class="title-actions">
+                <button type="button" id="customer-account-mobile" class="customer-account mobile-account">客户登录</button>
                 <span class="service-label"><span class="status-dot" aria-hidden="true"></span><span data-i18n="serviceTag">智能客服</span></span>
                 <button type="button" id="lang-toggle" class="theme-toggle lang-toggle" title="中英文切换（Ctrl+L）">中</button>
-                <button type="button" id="font-toggle" class="theme-toggle" title="字体大小">16px</button>
-                <button type="button" id="theme-toggle" class="theme-toggle" title="切换深色/浅色">☾</button>
+                <div class="settings-control">
+                    <button type="button" id="settings-toggle" class="theme-toggle settings-toggle" aria-expanded="false" aria-controls="settings-panel" data-i18n="moreSettings">更多设置</button>
+                    <div id="settings-panel" class="settings-panel" role="group" aria-label="更多设置" hidden>
+                        <div class="settings-row"><span data-i18n="notificationSetting">消息通知</span><button type="button" id="notifications-toggle" class="theme-toggle" title="开启浏览器通知" aria-label="开启浏览器通知" aria-pressed="false">🔔</button></div>
+                        <div class="settings-row"><span data-i18n="themeSetting">明暗主题</span><button type="button" id="theme-toggle" class="theme-toggle" title="切换深色/浅色">☾</button></div>
+                        <div class="settings-row"><span data-i18n="fontSize">字体大小</span><button type="button" id="font-toggle" class="theme-toggle" title="字体大小">16px</button></div>
+                    </div>
+                </div>
             </div>
         </header>
+        <section id="customer-orders" class="customer-orders" aria-labelledby="customer-orders-toggle" hidden>
+            <div class="customer-orders-heading">
+                <button id="customer-orders-toggle" type="button" aria-expanded="false" aria-controls="customer-orders-body">我的订单</button>
+                <button id="customer-orders-refresh" type="button">刷新</button>
+            </div>
+            <div id="customer-orders-body" class="customer-orders-body" hidden>
+                <div id="customer-orders-summary" class="customer-orders-summary" role="group" aria-label="订单概况" hidden></div>
+                <button id="customer-orders-back" type="button" hidden>返回订单列表</button>
+                <p id="customer-orders-message" role="status" hidden></p>
+                <div id="customer-orders-list" class="customer-orders-list"></div>
+                <div id="customer-orders-detail" class="track-card" aria-live="polite" hidden></div>
+                <p id="customer-orders-progress" class="customer-orders-progress" role="status" hidden></p>
+                <button id="customer-orders-retry" type="button" hidden>重试</button>
+                <button id="customer-orders-more" type="button" hidden>加载更多订单</button>
+            </div>
+        </section>
         <div id="chatDom" role="log" aria-live="polite" aria-label="聊天内容">
             <section class="ai-welcome-card">
                 <div class="ai-welcome-top">
                     <div class="ai-avatar"><svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round" aria-hidden="true"><path d="m4 7 8-4 8 4v10l-8 4-8-4Z"/><path d="m4 7 8 4 8-4M12 11v10M8 5l8 4"/></svg></div>
                     <div class="welcome-eyebrow">中欧 · 英国物流服务</div>
                     <h3>物流问题，随时为您解答</h3>
-                    <p>查询物流轨迹、了解专线报价，或联系人工客服。<br>从这里开始您的物流咨询。</p>
                 </div>
             </section>
         </div>
         <footer class="composer">
-            <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>
+            <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="composer-toolbar"><div class="hot-bar">
+                <button type="button" class="hot-capsule" data-question-index="0" data-i18n="footerTrack">查入仓码</button>
                 <button type="button" class="hot-capsule" data-question-index="1" data-i18n="footerQuote">专线报价</button>
                 <button type="button" class="hot-capsule" data-question-index="2" data-i18n="footerException">异常处理</button>
                 <button type="button" class="hot-capsule" onclick="showHuman()" data-i18n="footerHuman">联系人工</button>
-            </div>
+            </div><button id="voice-toggle" class="voice-toggle" type="button" aria-label="语音输入" aria-pressed="false" title="语音输入">🎙</button></div>
             <div class="input-area">
                 <button type="button" id="upload-btn" title="发送附件" aria-label="发送附件">＋</button>
+                <div class="emoji-control"><button id="emoji-toggle" class="icon-button" type="button" aria-label="选择表情" aria-expanded="false" aria-controls="emoji-panel">😊</button><div id="emoji-panel" class="emoji-picker" hidden></div></div>
                 <input type="file" id="upload-input" accept="image/*,.pdf,.txt,.csv" hidden>
-                <textarea id="input-text" rows="1" aria-label="输入问题或运单号" placeholder="输入您的问题或运单号…"></textarea>
+                <textarea id="input-text" rows="1" enterkeyhint="send" aria-label="输入问题或入仓码" placeholder="输入入仓码或问题…"></textarea>
+                <button id="voice-hold" class="voice-hold" type="button">按住说话</button>
                 <button type="button" id="send-button">发送</button>
             </div>
             <p id="composer-status" class="composer-status" role="status" hidden></p>
-            <div class="composer-footer"><span class="disclaimer" data-i18n="disclaimer">AI 回答仅供参考，具体以人工客服回复为准</span><span class="keyboard-hint" data-i18n="keyboardHint">Enter 发送 · Shift + Enter 换行</span></div>
         </footer>
+        <div id="voice-panel" class="voice-panel" role="status" aria-live="polite" hidden><span class="voice-wave" aria-hidden="true">▂ ▆ █ ▆ ▂</span><p id="voice-label"></p><span id="voice-clock"></span></div>
         <button type="button" id="to-bottom" class="to-bottom" title="回到底部" aria-label="回到底部">↓</button>
     </main>
 </div>
+<div id="customer-login" class="customer-login-overlay" hidden>
+    <section class="customer-login-dialog" role="dialog" aria-modal="true" aria-labelledby="customer-login-title">
+        <h2 id="customer-login-title">登录</h2>
+        <form id="customer-login-form">
+            <label for="customer-username" id="customer-username-label">账号</label>
+            <input id="customer-username" name="username" type="text" autocomplete="username" placeholder="请输入账号" maxlength="80" required>
+            <label for="customer-password" id="customer-password-label">密码</label>
+            <input id="customer-password" name="password" type="password" autocomplete="current-password" placeholder="请输入密码" maxlength="256" required>
+            <p id="customer-error" role="alert" hidden></p>
+            <div class="customer-login-actions"><button type="button" id="customer-cancel">取消</button><button type="submit" id="customer-submit">登录</button></div>
+        </form>
+    </section>
+</div>
+<script src="{{ url_for('static', filename='js/support.js') }}"></script>
+<script src="{{ url_for('static', filename='js/visitor.js') }}"></script>
+<script src="{{ url_for('static', filename='js/customer.js') }}"></script>
+<script src="{{ url_for('static', filename='js/customer_orders.js') }}"></script>
+<script src="{{ url_for('static', filename='js/drafts.js') }}"></script>
+<script src="{{ url_for('static', filename='js/voice.js') }}"></script>
+<script src="{{ url_for('static', filename='js/attachments.js') }}"></script>
 <script src="{{ url_for('static', filename='js/chat.js') }}"></script>
 </body>
 </html>

tests/frontend/admin.test.cjs

@@ -4,13 +4,16 @@ const fs = require('node:fs');
 const path = require('node:path');
 const vm = require('node:vm');
 const source = fs.readFileSync(path.join(__dirname, '../../static/js/admin.js'), 'utf8');
+const sharedSource = fs.readFileSync(path.join(__dirname, '../../static/js/support.js'), 'utf8');
+const toolsSource = fs.readFileSync(path.join(__dirname, '../../static/js/admin_tools.js'), 'utf8');
+const ticketsSource = fs.readFileSync(path.join(__dirname, '../../static/js/admin_tickets.js'), 'utf8');
 const flush = () => new Promise(setImmediate);
 
 function response(data, status = 200){
     return {ok: status >= 200 && status < 300, status, json: async () => data};
 }
 
-async function workspace(compact = false){
+async function workspace(compact = false, initialHooks = {}){
     const elements = new Map();
     const documentListeners = {};
     let document;
@@ -30,42 +33,421 @@ async function workspace(compact = false){
         setAttribute(name, value){ this.attributes[name] = value; }
         toggleAttribute(name, enabled){ if(enabled) this.attributes[name] = ''; else delete this.attributes[name]; }
         appendChild(element){ this.children.push(element); }
+        contains(target){ return this === target || this.children.some(child=>child.contains(target)); }
         addEventListener(name, callback){ this.listeners[name] = callback; }
         querySelectorAll(){ return []; }
+        querySelector(selector){
+            if(selector === '.meta') return this.meta || (this.meta = new Element());
+            return null;
+        }
+        setSelectionRange(start, end){ this.selectionStart = start; this.selectionEnd = end; }
+        showModal(){ this.open = true; }
+        close(){ this.open = false; }
         focus(){ document.activeElement = this; }
+        scrollIntoView(){}
         click(){ if(this.onclick) return this.onclick(); }
     }
     const quickButtons = [new Element(), new Element()];
     document = {
         body: new Element(), activeElement: null,
-        getElementById(id){ if(!elements.has(id)) elements.set(id, new Element()); return elements.get(id); },
+        getElementById(id){ if(!elements.has(id)){ const value=new Element(); if(id==='agent-emoji-panel') value.hidden=true; elements.set(id,value); } return elements.get(id); },
         createElement(){ return new Element(); },
         querySelectorAll(selector){ return selector === '.quick' ? quickButtons : []; },
-        addEventListener(name, callback){ documentListeners[name] = callback; },
+        querySelector(selector){
+            if(selector === 'meta[name="staff-csrf-token"]') return {content:'fixture-csrf'};
+            if(selector === 'meta[name="staff-username"]') return {content:'alice'};
+            const match = selector.match(/data-message-id="(\d+)"/);
+            if(!match) return null;
+            return document.getElementById('chatBox').children.find(row => row.attributes['data-message-id'] === match[1]) || null;
+        },
+        addEventListener(name, callback){ const previous=documentListeners[name]; documentListeners[name]=previous ? (...args)=>{previous(...args);callback(...args);} : callback; },
     };
-    const calls = [];
-    const hooks = {};
+    const calls = [], dialogs = [];
+    const hooks = initialHooks;
+    const timers = new Map(), intervals = new Map();
+    let timerId = 0;
     const context = vm.createContext({
-        document, console,
-        window: {matchMedia: () => ({matches: compact}), addEventListener(){}},
-        setInterval(){}, setTimeout(){}, clearTimeout(){},
+        document, console, AbortController,
+        window: {matchMedia: () => ({matches: compact}), addEventListener(){}, confirm(){ return true; },
+            location:{replace(url){ calls.push({redirect:url}); }}},
+        setInterval(callback, delay){ const id=++timerId; intervals.set(id,{callback,delay}); return id; },
+        setTimeout(callback, delay){ const id=++timerId; timers.set(id,{callback,delay}); return id; },
+        clearTimeout(id){ timers.delete(id); },
+        clearInterval(id){ intervals.delete(id); },
         fetch: async (url, options) => {
             const body = options && options.body ? JSON.parse(options.body) : undefined;
-            calls.push({url, body});
-            if(url === '/api/human/send' && hooks.send) return hooks.send(body);
+            calls.push({url, body, signal:options && options.signal, headers:options && options.headers});
+            if(url.startsWith('/api/tickets/summary')) return hooks.ticketSummary ? hooks.ticketSummary(url, options) : response({pending_count:0,latest_id:0,new_count:0});
+            if(/^\/api\/tickets\/\d+\/events/.test(url)) return hooks.ticketEvents ? hooks.ticketEvents(url, options) : response([]);
+            if(url === '/admin/logout' && hooks.logout) return hooks.logout(options);
+            if(url.startsWith('/api/tickets') && hooks.tickets) return hooks.tickets(url, body, options);
+            if(url === '/api/human/send' && hooks.send) return hooks.send(body, options);
             if(url === '/api/human/close' && hooks.close) return hooks.close(body);
+            if(url === '/api/human/transfer' && hooks.transfer) return hooks.transfer(body);
+            if(url === '/api/human/note' && hooks.note) return hooks.note(body);
+            if(url === '/api/human/queue' && hooks.queue) return hooks.queue(options);
+            if(url === '/api/human/active' && hooks.active) return hooks.active(options);
+            if(url.includes('/api/human/poll') && hooks.poll) return hooks.poll(url, options);
+            if(url.includes('/api/search_chat') && hooks.search) return hooks.search(url);
             if(url.includes('/api/human/poll')) return response({status:'active', messages:[]});
             if(url === '/api/admin/stats') return response({total_conv:0, total_msg:0, today_conv:0, good:0, bad:0});
-            return response(options ? {ok:true} : []);
+            return response(options && options.method ? {ok:true} : []);
         },
     });
+    vm.runInContext(sharedSource, context, {filename:'support.js'});
+    context.SupportUI.confirm = async (message, options) => { dialogs.push({message, options}); return initialHooks.confirmResult ?? true; };
+    vm.runInContext(toolsSource, context, {filename:'admin_tools.js'});
+    vm.runInContext(ticketsSource, context, {filename:'admin_tickets.js'});
     vm.runInContext(source, context, {filename:'admin.js'});
     await flush();
     await context.accept(7);
     await flush();
-    return {context, element: id => document.getElementById(id), calls, hooks, document, documentListeners};
+    return {context, element: id => document.getElementById(id), calls, hooks, dialogs, document, documentListeners, timers,
+        runTimers:async delay=>{
+            for(const [id,timer] of Array.from(timers)){
+                if(timer.delay===delay){ timers.delete(id); timer.callback(); }
+            }
+            await flush();
+        },
+        tick:async delay=>{
+            for(const timer of intervals.values()) if(timer.delay===delay) timer.callback();
+            await flush();
+        },
+    };
 }
 
+function waitForAbort(options){
+    return new Promise((resolve,reject)=>{
+        if(!options || !options.signal) return;
+        options.signal.addEventListener('abort',()=>{
+            const error=new Error('Request aborted'); error.name='AbortError'; reject(error);
+        },{once:true});
+    });
+}
+
+test('ticket polling preserves drafts and stale versions require explicit review', async () => {
+    const app = await workspace();
+    let ticket = {id:10,content:'查询派送',phone:'123',ctime:'now',status:'processing',owner_username:'alice',owner_name:'Alice',note:'原备注',version:1};
+    app.hooks.tickets = async url => response(url.includes('?') ? [ticket] : {ok:true,ticket});
+    await app.context.loadTickets();
+    app.element('ticket-note').value='我的未保存备注';
+    app.element('ticket-note').listeners.input();
+    ticket = {...ticket, note:'另一页面更新', version:2};
+    await app.context.loadTickets();
+    assert.equal(app.element('ticket-note').value,'我的未保存备注');
+    assert.equal(app.element('ticket-save').disabled,true);
+    assert.match(app.element('ticket-server-note').textContent,/另一页面更新/);
+    app.element('ticket-rebase').onclick();
+    assert.equal(app.element('ticket-save').disabled,false);
+});
+
+test('human queue displays five-minute overdue state and notifies once when it crosses the threshold', async () => {
+    const app=await workspace();
+    let overdue=false;
+    app.hooks.queue=async()=>response([{id:119,ctime:'2026-11-02 16:47:39',waiting_minutes:overdue?5:4,overdue,overdue_minutes:overdue?1:0}]);
+    const notices=[];
+    app.context.SupportUI.notify=(...args)=>notices.push(args);
+    await app.context.loadQueue();
+    assert.match(app.element('queue').innerHTML,/等待 4 分钟/);
+    assert.equal(app.element('queue-overdue-count').textContent,'超时 0');
+    assert.equal(notices.filter(item=>item[0]==='新客户排队').length,1);
+    overdue=true;
+    await app.context.loadQueue();
+    assert.match(app.element('queue').innerHTML,/排队超时 1 分钟/);
+    assert.equal(app.element('queue-overdue-count').textContent,'超时 1');
+    assert.equal(notices.filter(item=>item[0]==='人工排队超时').length,1);
+    await app.context.loadQueue();
+    assert.equal(notices.filter(item=>item[0]==='人工排队超时').length,1);
+});
+
+test('ticket writes use current owner, CSRF and preserve the draft on network failure', async () => {
+    const app = await workspace();
+    const ticket = {id:10,content:'待处理留言',status:'processing',owner_username:'alice',note:'',version:1};
+    app.hooks.tickets = async (url, body, options) => options && options.method ? response({ok:false,error:'版本冲突'},409) : response(url.includes('?') ? [ticket] : {ok:true,ticket});
+    await app.context.loadTickets();
+    app.element('ticket-note').value='处理结果';
+    app.element('ticket-note').listeners.input();
+    await app.element('ticket-complete').onclick();
+    const call=app.calls.find(call=>call.url==='/api/tickets/10' && call.body);
+    assert.equal(call.headers['X-CSRF-Token'],'fixture-csrf');
+    assert.equal(call.body.status,'completed');
+    assert.equal(call.body.version,1);
+    assert.equal(app.element('ticket-note').value,'处理结果');
+    assert.match(app.element('ticket-status-message').textContent,/版本冲突/);
+    assert.equal(app.element('ticket-complete').disabled,false);
+});
+
+test('tickets assigned to other staff are read-only and escaped in the list', async () => {
+    const app=await workspace();
+    app.hooks.tickets=async()=>response([{id:12,content:'<img src=x onerror=alert(1)>',status:'processing',owner_username:'bob',owner_name:'Bob',version:1,note:'备注'}]);
+    await app.context.loadTickets();
+    assert.equal(app.element('ticket-note').readOnly,true);
+    assert.equal(app.element('ticket-save').hidden,true);
+    assert.match(app.element('ticketList').innerHTML,/&lt;img/);
+    assert.doesNotMatch(app.element('ticketList').innerHTML,/<img/);
+});
+
+test('a delayed ticket list cannot overwrite a newer status filter', async () => {
+    const app=await workspace();
+    let resolveOld, count=0;
+    app.hooks.tickets=async()=>{
+        if(++count===1) return new Promise(resolve=>{resolveOld=resolve;});
+        return response([{id:20,content:'已完成留言',status:'completed',owner_username:'alice',note:'处理结果',version:2}]);
+    };
+    const pending=app.context.loadTickets();
+    app.element('ticket-filter').value='completed';
+    app.element('ticket-filter').listeners.change();
+    await flush();
+    resolveOld(response([{id:10,content:'旧列表',status:'pending',version:0}]));
+    await pending;
+    assert.equal(app.element('ticket-state').textContent,'已完成');
+    assert.doesNotMatch(app.element('ticketList').innerHTML,/旧列表/);
+});
+
+test('a hung ticket save releases controls and retains notes after the request timeout', async () => {
+    const app=await workspace();
+    const ticket={id:10,content:'留言',status:'processing',owner_username:'alice',note:'',version:1};
+    app.hooks.tickets=async(url,body,options)=>options && options.method ? waitForAbort(options) : response([ticket]);
+    await app.context.loadTickets();
+    app.element('ticket-note').value='不能丢失的备注';
+    app.element('ticket-note').listeners.input();
+    const pending=app.element('ticket-save').onclick();
+    assert.equal(app.element('ticket-save').disabled,true);
+    await app.runTimers(10000);
+    await pending;
+    assert.equal(app.element('ticket-save').disabled,false);
+    assert.equal(app.element('ticket-note').value,'不能丢失的备注');
+    assert.match(app.element('ticket-status-message').textContent,/未确认成功.*备注已保留/);
+});
+
+test('ticket search is sent to the server and retained for pagination and status changes', async () => {
+    const app=await workspace();
+    app.hooks.tickets=async()=>response(Array.from({length:20},(_,index)=>({id:100-index,content:'查询派送',status:'pending',version:0})));
+    app.element('ticket-search').value='138 &小林';
+    await app.element('ticket-search-form').listeners.submit({preventDefault(){}});
+    let listCalls=app.calls.filter(call=>call.url.startsWith('/api/tickets?'));
+    assert.equal(new URL(listCalls.at(-1).url,'http://local').searchParams.get('q'),'138 &小林');
+    await app.element('ticket-more').onclick();
+    listCalls=app.calls.filter(call=>call.url.startsWith('/api/tickets?'));
+    assert.match(listCalls.at(-1).url,/before=81/);
+    assert.equal(new URL(listCalls.at(-1).url,'http://local').searchParams.get('q'),'138 &小林');
+    app.element('ticket-filter').value='pending';
+    app.element('ticket-filter').listeners.change();
+    await flush();
+    assert.equal(new URL(app.calls.filter(call=>call.url.startsWith('/api/tickets?')).at(-1).url,'http://local').searchParams.get('q'),'138 &小林');
+});
+
+test('new ticket alerts skip old records, deduplicate new arrivals and keep polling on older pages', async () => {
+    let version=1;
+    const app=await workspace(false,{ticketSummary:async()=>response({pending_count:24,latest_id:version,new_count:version===2?1:0})});
+    const notices=[];
+    app.context.SupportUI.notify=(...args)=>notices.push(args);
+    await app.context.loadTickets();
+    assert.equal(app.element('ticket-pending-count').textContent,'24');
+    assert.equal(notices.length,0);
+    app.hooks.tickets=async()=>response(Array.from({length:20},(_,index)=>({id:40-index,content:'旧留言',status:'pending',version:0})));
+    await app.context.loadTickets();
+    await app.element('ticket-more').onclick();
+    version=2;
+    await app.context.loadTickets();
+    assert.match(app.element('ticket-alert-text').textContent,/1 条新留言/);
+    assert.equal(app.element('ticket-alert').hidden,false);
+    assert.equal(notices.length,1);
+    await app.context.loadTickets();
+    assert.equal(notices.length,1);
+    version=3;
+    await app.context.loadTickets();
+    assert.equal(notices.length,1);
+    await app.element('ticket-alert-view').onclick();
+    assert.equal(app.element('ticket-filter').value,'pending');
+    assert.equal(app.element('ticket-search').value,'');
+    assert.equal(app.element('ticket-alert').hidden,true);
+});
+
+test('ticket header entry focuses the search field and IME confirmation does not submit', async () => {
+    const app=await workspace(true);
+    await app.element('ticket-inbox-toggle').onclick();
+    assert.equal(app.document.body.classList.contains('tools-open'),true);
+    assert.equal(app.document.activeElement,app.element('ticket-search'));
+    let prevented=false;
+    app.element('ticket-search').listeners.keydown({key:'Enter',isComposing:true,preventDefault(){prevented=true;}});
+    assert.equal(prevented,true);
+});
+
+test('overdue count stays global and the header opens all overdue records', async () => {
+    const app=await workspace(true,{ticketSummary:async()=>response({pending_count:8,latest_id:10,new_count:0,overdue_count:3})});
+    assert.equal(app.element('ticket-overdue-count').textContent,'3');
+    app.hooks.tickets=async()=>response([{id:10,content:'超时件',status:'pending',version:0,overdue_kind:'pending',overdue_minutes:7}]);
+    await app.element('ticket-overdue-toggle').onclick();
+    const query=new URL(app.calls.filter(call=>call.url.startsWith('/api/tickets?')).at(-1).url,'http://local');
+    assert.equal(query.searchParams.get('status'),'all');
+    assert.equal(query.searchParams.get('overdue'),'1');
+    assert.match(app.element('ticketList').innerHTML,/领取超时 7 分钟/);
+    assert.match(app.element('ticket-overdue-hint').textContent,/7 分钟/);
+    app.element('tools-close').onclick();
+    assert.equal(app.document.activeElement,app.element('ticket-overdue-toggle'));
+    await app.element('ticket-inbox-toggle').onclick();
+    assert.equal(app.element('ticket-overdue-filter').checked,false);
+});
+
+test('history is escaped, paginated and not reloaded by an unchanged poll', async () => {
+    const app=await workspace();
+    app.hooks.tickets=async()=>response([{id:10,content:'留言',status:'processing',version:1}]);
+    let historyCalls=0;
+    app.hooks.ticketEvents=async()=>{historyCalls++;return response(Array.from({length:20},(_,index)=>({id:40-index,action:'note_updated',actor_name:'<img>',ctime:'today',old_note:'旧备注',new_note:'<script>evil</script>'})));};
+    await app.context.loadTickets(); await flush();
+    assert.match(app.element('ticket-history-list').innerHTML,/&lt;script&gt;/);
+    assert.doesNotMatch(app.element('ticket-history-list').innerHTML,/<script>/);
+    assert.match(app.element('ticket-history-list').innerHTML,/旧备注/);
+    await app.context.loadTickets(); await flush();
+    assert.equal(historyCalls,1);
+    await app.element('ticket-history-more').onclick();
+    assert.match(app.calls.filter(call=>call.url.includes('/events?')).at(-1).url,/before=21/);
+});
+
+test('a late history response cannot replace the newly selected ticket history', async () => {
+    const app=await workspace();
+    let resolveOld;
+    app.hooks.tickets=async()=>response([{id:10,content:'A',status:'pending',version:0},{id:11,content:'B',status:'pending',version:0}]);
+    app.hooks.ticketEvents=async url=>url.includes('/10/') ? new Promise(resolve=>{resolveOld=resolve;}) : response([{id:4,action:'claimed',actor_name:'B客服',ctime:'today'}]);
+    await app.context.loadTickets();
+    app.element('ticketList').listeners.click({target:{closest(){return {getAttribute(){return '11';}};}}});
+    await flush();
+    resolveOld(response([{id:1,action:'claimed',actor_name:'A客服',ctime:'today'}])); await flush();
+    assert.match(app.element('ticket-history-list').innerHTML,/B客服/);
+    assert.doesNotMatch(app.element('ticket-history-list').innerHTML,/A客服/);
+});
+
+test('history failures offer retry without blocking a ticket save', async () => {
+    const app=await workspace();
+    const ticket={id:10,content:'留言',status:'processing',owner_username:'alice',version:1};
+    app.hooks.tickets=async(url,body)=>body ? response({ok:true,ticket:{...ticket,version:2,note:body.note}}) : response([ticket]);
+    app.hooks.ticketEvents=async()=>response({},500);
+    await app.context.loadTickets(); await flush();
+    assert.match(app.element('ticket-history-status').textContent,/失败.*重试/);
+    app.element('ticket-note').value='处理结果'; app.element('ticket-note').listeners.input();
+    await app.element('ticket-save').onclick(); await flush();
+    assert.match(app.element('ticket-status-message').textContent,/备注已保存/);
+    app.hooks.ticketEvents=async()=>response([{id:2,action:'completed',actor_name:'客服',ctime:'today',new_note:'结果'}]);
+    await app.element('ticket-history-reload').onclick();
+    assert.match(app.element('ticket-history-list').innerHTML,/处理结果：结果/);
+});
+
+test('staff writes include CSRF and logout revokes the session before redirecting', async () => {
+    const app = await workspace();
+    await app.context.logoutStaff();
+    const logout = app.calls.find(call=>call.url==='/admin/logout');
+    assert.equal(logout.headers['X-CSRF-Token'], 'fixture-csrf');
+    assert.equal(app.calls.filter(call=>call.redirect==='/admin').length, 1);
+});
+
+test('a rejected logout remains actionable and does not claim success', async () => {
+    const app = await workspace();
+    app.hooks.logout=async()=>response({},500);
+    await app.context.logoutStaff();
+    assert.equal(app.element('staff-logout').disabled, false);
+    assert.match(app.element('staff-logout-status').textContent,/退出失败/);
+    assert.equal(app.calls.filter(call=>call.redirect).length,0);
+});
+
+test('expired staff sessions redirect once and stop sending further polling requests', async () => {
+    const app = await workspace();
+    app.hooks.queue=async()=>response({},401);
+    app.hooks.active=async()=>response({},401);
+    await app.context.loadQueue();
+    await app.tick(1000);
+    await app.tick(3000);
+    const count=app.calls.length;
+    await app.context.loadQueue();
+    assert.equal(app.calls.length,count);
+    assert.equal(app.calls.filter(call=>call.redirect==='/admin?expired=1').length,1);
+});
+
+test('duplicate logout clicks send only one request', async () => {
+    const app=await workspace();
+    let finish;
+    app.hooks.logout=()=>new Promise(resolve=>{ finish=resolve; });
+    const first=app.context.logoutStaff();
+    await app.context.logoutStaff();
+    assert.equal(app.calls.filter(call=>call.url==='/admin/logout').length,1);
+    finish(response({ok:true}));
+    await first;
+});
+
+test('a hanging reply times out, preserves the newer draft and waits for manual retry', async () => {
+    const app=await workspace();
+    app.hooks.send=(body,options)=>waitForAbort(options);
+    app.element('replyText').value='先发送的回复';
+    const sending=app.context.sendReply();
+    app.element('replyText').value='继续补充的草稿';
+    app.element('replyText').listeners.input();
+    await app.runTimers(10000);
+    assert.equal(app.element('reply-send').disabled,false);
+    await sending;
+    assert.equal(app.context.sendingSid,'');
+    assert.equal(app.element('replyText').value,'继续补充的草稿');
+    assert.match(app.element('reply-status').textContent,/发送超时.*内容已保留.*确认聊天记录/);
+    await app.tick(1000);
+    assert.equal(app.calls.filter(call=>call.url==='/api/human/send').length,1);
+    app.hooks.send=()=>response({ok:true});
+    await app.context.sendReply();
+    assert.equal(app.element('replyText').value,'');
+    assert.equal(app.calls.filter(call=>call.url==='/api/human/send').length,2);
+});
+
+test('a hung message poll times out and the next interval resumes from the last received message', async () => {
+    const app=await workspace();
+    app.context.sessions['7'].lastId=12;
+    app.hooks.poll=(url,options)=>waitForAbort(options);
+    const polling=app.context.poll();
+    await flush();
+    await app.tick(1000);
+    assert.equal(app.calls.filter(call=>call.url==='/api/human/poll?sid=7&after=12').length,1);
+    await app.runTimers(10000);
+    assert.equal(app.context.polling,false);
+    await polling;
+    assert.equal(app.element('sync-status').hidden,false);
+    app.hooks.poll=()=>response({status:'active',messages:[{id:13,side:'customer',content:'断线恢复后的新消息',ctime:'2026-11-02 12:00'}]});
+    await app.tick(1000);
+    assert.equal(app.element('sync-status').hidden,true);
+    assert.equal(app.context.sessions['7'].lastId,13);
+    assert.equal(app.context.sessions['7'].msgs.length,1);
+    await app.tick(1000);
+    assert.equal(app.context.sessions['7'].msgs.length,1);
+    assert.ok(app.calls.some(call=>call.url==='/api/human/poll?sid=7&after=13'));
+});
+
+test('a hung active-session list releases the poll lock on timeout and reconnects', async () => {
+    const app=await workspace();
+    app.hooks.active=options=>waitForAbort(options);
+    const polling=app.context.poll();
+    await app.runTimers(10000);
+    assert.equal(app.context.polling,false);
+    await polling;
+    assert.equal(app.element('sync-status').hidden,false);
+    app.hooks.active=()=>response([{id:7}]);
+    await app.tick(1000);
+    assert.equal(app.element('sync-status').hidden,true);
+});
+
+test('the timeout also covers a response body that never finishes and is cleared after failures', async () => {
+    const app=await workspace();
+    app.hooks.queue=options=>({ok:true,json:()=>waitForAbort(options)});
+    const loading=app.context.loadQueue();
+    await flush();
+    await app.runTimers(10000);
+    assert.match(app.element('queue').innerHTML,/队列暂时无法加载/);
+    await loading;
+    assert.equal(app.timers.size,0);
+    app.hooks.queue=()=>response([],503);
+    await app.context.loadQueue();
+    assert.equal(app.timers.size,0);
+    app.hooks.queue=()=>response([]);
+    await app.context.loadQueue();
+    assert.match(app.element('queue').innerHTML,/当前没有排队会话/);
+    assert.equal(app.timers.size,0);
+});
+
 test('failed replies preserve the draft and make retry available', async () => {
     const app = await workspace();
     app.hooks.send = () => response({ok:false}, 503);
@@ -211,3 +593,76 @@ test('mobile drafts are measured after the chat view becomes visible', async ()
     assert.equal(input.style.height, '128px');
     assert.equal(input.value, '需要恢复的多行草稿');
 });
+
+test('transfer returns a conversation to the queue without auto-accepting it again', async () => {
+    const app = await workspace();
+    app.hooks.queue = () => response([{id:7, ctime:'now'}]);
+    await app.context.transferSession();
+    await flush();
+    assert.equal(app.context.curSid, 0);
+    assert.equal(app.context.sessions['7'], undefined);
+    assert.equal(app.calls.filter(call => call.url === '/api/human/accept').length, 1);
+});
+
+test('failed transfers retain the conversation and draft', async () => {
+    const app = await workspace();
+    app.hooks.transfer = () => response({ok:false}, 503);
+    app.element('replyText').value = '等待确认的草稿';
+    await app.context.transferSession();
+    assert.equal(app.context.curSid, '7');
+    assert.equal(app.element('replyText').value, '等待确认的草稿');
+    assert.match(app.element('reply-status').textContent, /转接未成功/);
+});
+
+test('cancelling the in-page transfer confirmation leaves the session untouched', async () => {
+    const app = await workspace(false, {confirmResult:false});
+    await app.context.transferSession();
+    assert.equal(app.dialogs.length, 1);
+    assert.match(app.dialogs[0].message, /确定转接/);
+    assert.equal(app.calls.filter(call => call.url === '/api/human/transfer').length, 0);
+    assert.equal(app.context.curSid, '7');
+});
+
+test('a late note response cannot overwrite a different session note', async () => {
+    const app = await workspace();
+    app.context.sessions['7'].noteLoaded = false;
+    let resolve;
+    app.hooks.poll = url => url.includes('sid=7&') ? new Promise(done => { resolve = done; }) : response({status:'active', note:'客户 8 的备注', messages:[]});
+    const first = app.context.loadSessionNote('7');
+    app.context.sessions['8'] = {lastId:0, msgs:[], unread:0};
+    app.context.switchSession('8');
+    await flush();
+    resolve(response({status:'active', note:'客户 7 的备注', messages:[]}));
+    await first;
+    assert.equal(app.element('noteInput').value, '客户 8 的备注');
+});
+
+test('failed note saves keep the edited note available', async () => {
+    const app = await workspace();
+    app.hooks.note = () => response({ok:false}, 503);
+    app.element('noteInput').value = '下个班次继续跟进';
+    await app.context.saveNote();
+    assert.equal(app.element('noteInput').value, '下个班次继续跟进');
+    assert.match(app.element('reply-status').textContent, /备注保存失败/);
+});
+
+test('recalling an older reply leaves the newest reply intact', async () => {
+    const app = await workspace();
+    app.context.sessions['7'].msgs = [
+        {id:1, side:'agent', content:'较早回复'}, {id:2, side:'agent', content:'最新回复'},
+    ];
+    app.context.sessions['7'].msgs.forEach(app.context.appendMsg);
+    await app.context.recallMsg(1);
+    assert.equal(app.context.sessions['7'].msgs[0].content, '该消息已撤回');
+    assert.equal(app.context.sessions['7'].msgs[1].content, '最新回复');
+    assert.equal(app.element('chatBox').children[0].textContent, '该消息已撤回');
+});
+
+test('historical search renders customer text without interpreting HTML', async () => {
+    const app = await workspace();
+    app.hooks.search = () => response([{title:'<img onerror=bad()>', content:'<script>bad()</script>', role:'user', ctime:'now'}]);
+    app.element('searchBox').value = '物流';
+    await app.context.doSearch();
+    assert.match(app.element('searchBody').innerHTML, /&lt;script&gt;/);
+    assert.doesNotMatch(app.element('searchBody').innerHTML, /<script>/);
+});

tests/frontend/admin_orders.test.cjs

@@ -0,0 +1,86 @@
+const test = require('node:test');
+const assert = require('node:assert/strict');
+const fs = require('node:fs');
+const path = require('node:path');
+const vm = require('node:vm');
+
+const source = fs.readFileSync(path.join(__dirname, '../../static/js/admin_orders.js'), 'utf8');
+const flush = () => new Promise(setImmediate);
+
+class Element {
+    constructor(){
+        this.value = '';
+        this.files = [];
+        this.hidden = false;
+        this.disabled = false;
+        this.listeners = {};
+        this.dataset = {};
+        this.textContent = '';
+        this.classList = {toggle(){}};
+    }
+    addEventListener(name, callback){ this.listeners[name] = callback; }
+    insertAdjacentHTML(_position, html){ this.html = (this.html || '') + html; }
+}
+
+function response(data, status = 200){
+    return {ok: status >= 200 && status < 300, status, json: async () => data};
+}
+
+async function workspace(){
+    const elements = new Map();
+    const document = {
+        querySelector(selector){
+            return selector === 'meta[name="staff-csrf-token"]' ? {content:'csrf-test'} : null;
+        },
+        getElementById(id){
+            if(!elements.has(id)) elements.set(id, new Element());
+            return elements.get(id);
+        },
+        querySelectorAll(){ return []; },
+    };
+    let listLoads = 0;
+    let refreshOrdersFails = false;
+    const fetchCalls = [];
+    const context = vm.createContext({
+        document,
+        window:{location:{assign(){}}},
+        location:{assign(){}},
+        URLSearchParams,
+        FormData:class { append(){} },
+        AbortSignal,
+        SupportUI:{confirm:async()=>true},
+        fetch:async (url, options = {})=>{
+            fetchCalls.push({url, options});
+            if(url.startsWith('/api/admin/orders/list')){
+                listLoads++;
+                if(refreshOrdersFails && listLoads > 1) return response({error:'暂时无法刷新订单列表'}, 503);
+                return response({orders:[],total:0,next_before:null});
+            }
+            if(url === '/api/admin/orders/import/batches') return response({batches:[]});
+            if(url === '/api/admin/orders/import/preview') return response({ok:true,
+                summary:{total_rows:1,valid_rows:1,duplicate_rows:0,error_rows:0},
+                preview:[{row:2,tenant_id:'tenant-a',order_no:'ORDER000001',status:'DRAFT'}],errors:[]});
+            if(url === '/api/admin/orders/import') return response({ok:true,imported:1,preserved:0});
+            return response({ok:true});
+        },
+    });
+    vm.runInContext(source, context, {filename:'admin_orders.js'});
+    await flush();
+    return {element:id=>document.getElementById(id), fetchCalls,
+        failNextRefresh(){ refreshOrdersFails = true; }};
+}
+
+test('successful import stays reported as successful when refreshing the order list fails', async () => {
+    const app = await workspace();
+    const file = app.element('order-file');
+    file.files = [{name:'orders.csv'}];
+    file.listeners.change();
+    await app.element('order-import-form').listeners.submit({preventDefault(){}});
+    app.failNextRefresh();
+
+    await app.element('confirm-import').listeners.click();
+
+    assert.match(app.element('import-status').textContent, /导入已完成/);
+    assert.match(app.element('order-list-status').textContent, /暂时无法刷新订单列表/);
+    assert.equal(app.fetchCalls.filter(call=>call.url === '/api/admin/orders/import').length, 1);
+});

tests/frontend/customer_orders.test.cjs

@@ -0,0 +1,241 @@
+const {test} = require('node:test');
+const assert = require('node:assert/strict');
+const fs = require('node:fs');
+const vm = require('node:vm');
+const flush = async () => { for(let i=0;i<12;i++) await Promise.resolve(); };
+
+function page(){
+    class Element {
+        constructor(){ this.children=[]; this.attributes={}; this.hidden=false; this.dataset={}; }
+        set textContent(value){ this.text=value; this.children=[]; }
+        get textContent(){ return (this.text || '')+this.children.map(x=>x.textContent).join(''); }
+        set innerHTML(value){ this.children=[]; this.text=value; }
+        append(...nodes){ this.children.push(...nodes); }
+        appendChild(node){ this.append(node); }
+        setAttribute(key,value){ this.attributes[key]=String(value); }
+        focus(){ this.focused=true; }
+    }
+    const ids={}, requests=[], timers=new Map();
+    let timerId=0;
+    const el=id=>ids[id] ||= new Element();
+    const context=vm.createContext({document:{getElementById:el,createElement:()=>new Element()}, AbortController,
+        setTimeout:callback=>{const id=++timerId;timers.set(id,callback);return id;},
+        clearTimeout:id=>timers.delete(id)});
+    vm.runInContext(fs.readFileSync('static/js/customer_orders.js','utf8'),context);
+    const orders=context.CustomerOrders.create({text:key=>key === 'ordersProgress' ? 'Loaded {loaded} of {total}' : key,
+        fetch:(url,options)=>new Promise((resolve,reject)=>requests.push({url,options,resolve,reject})),
+        renderCard:(element,card)=>{element.textContent=card.no;},
+        onUnauthorized:()=>{page.expired=true;}});
+    return {el,orders,requests,timeout:()=>{for(const callback of Array.from(timers.values())) callback();},reply:async (i,data,status=200)=>{
+        requests[i].resolve({ok:status===200,status,json:async()=>data}); await flush();
+    }};
+}
+const row=(id=1)=>({id,order_no:'ORDER'+id,inbound_code:'INBOUND'+id,status:'PROCESSING'});
+const counts={total:26,pending:4,processing:20,completed:1,cancelled:0,other:1};
+const filter=(p,name)=>p.el('customer-orders-summary').children.find(button=>button.dataset.filter===name);
+
+test('overview uses full server totals; a status click filters from the first page',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:1,summary:counts});
+    assert.match(p.el('customer-orders-toggle').textContent,/26/);
+    assert.match(filter(p,'processing').textContent,/20/);
+    filter(p,'completed').onclick();
+    assert.equal(p.requests[1].url,'/api/customer/orders?status=completed');
+    assert.equal(p.el('customer-orders-list').textContent,'');
+    await p.reply(1,{orders:[row(9)],next_before:null,summary:counts});
+    assert.equal(filter(p,'completed').attributes['aria-pressed'],'true');
+    assert.equal(filter(p,'all').attributes['aria-pressed'],'false');
+    assert.match(p.el('customer-orders-progress').textContent,/1/);
+    filter(p,'processing').onclick();
+    await p.reply(2,{orders:[row()],next_before:1,summary:counts});
+    p.el('customer-orders-more').onclick();
+    assert.equal(p.requests[3].url,'/api/customer/orders?status=processing&before=1');
+    await p.reply(3,{orders:[row(2)],next_before:null,summary:counts});
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND1.*INBOUND2/);
+});
+
+test('network failure and timeout show different recoverable messages',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    p.requests[0].reject(new TypeError('Failed to fetch'));await flush();
+    assert.equal(p.el('customer-orders-message').textContent,'ordersNetworkError');
+    assert.equal(p.el('customer-orders-retry').hidden,false);
+    p.el('customer-orders-retry').onclick();p.timeout();
+    assert.equal(p.requests[1].options.signal.aborted,true);
+    p.requests[1].reject(Object.assign(new Error('abort'),{name:'AbortError'}));await flush();
+    assert.equal(p.el('customer-orders-message').textContent,'ordersTimeout');
+    assert.equal(p.el('customer-orders-retry').hidden,false);
+    p.el('customer-orders-retry').onclick();
+    await p.reply(2,{orders:[row()],next_before:null});
+    assert.equal(p.el('customer-orders-message').hidden,true);
+});
+
+test('HTTP errors are classified without showing raw server output',async()=>{
+    for(const [status,key,retryable] of [[400,'ordersInvalidRequest',false],[403,'ordersForbidden',false],
+        [429,'ordersRateLimited',true],[500,'ordersServerError',true],[502,'ordersServerError',true],
+        [503,'ordersServerError',true],[408,'ordersTimeout',true],[504,'ordersTimeout',true],[418,'ordersFailed',true]]){
+        const p=page();p.orders.setUser({id:1});
+        await p.reply(0,{error:'private traceback with secret'},status);
+        assert.equal(p.el('customer-orders-message').textContent,key,'status '+status);
+        assert.equal(p.el('customer-orders-retry').hidden,!retryable,'status '+status);
+        assert.doesNotMatch(p.el('customer-orders-message').textContent,/private|secret/);
+    }
+});
+
+test('missing order directs the customer back to the list instead of retrying a missing record',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:null,summary:counts});
+    p.el('customer-orders-list').children[0].onclick();
+    await p.reply(1,{error:'not found or forbidden'},404);
+    assert.equal(p.el('customer-orders-message').textContent,'ordersUnavailable');
+    assert.equal(p.el('customer-orders-back').hidden,false);
+    assert.equal(p.el('customer-orders-retry').hidden,true);
+    p.el('customer-orders-back').onclick();
+    assert.equal(p.el('customer-orders-message').hidden,true);
+    assert.equal(p.el('customer-orders-list').hidden,false);
+});
+
+test('malformed successful responses are not reported as a network outage',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    p.requests[0].resolve({ok:true,status:200,json:async()=>{throw new SyntaxError('Unexpected <');}});await flush();
+    assert.equal(p.el('customer-orders-message').textContent,'ordersInvalidResponse');
+    p.el('customer-orders-retry').onclick();
+    await p.reply(1,{orders:'invalid'});
+    assert.equal(p.el('customer-orders-message').textContent,'ordersInvalidResponse');
+});
+
+test('an error page from a proxy uses HTTP status even when the body is not JSON',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    let parsed=false;
+    p.requests[0].resolve({ok:false,status:502,json:async()=>{parsed=true;throw new SyntaxError('html');}});
+    await flush();
+    assert.equal(parsed,false);
+    assert.equal(p.el('customer-orders-message').textContent,'ordersServerError');
+});
+
+test('switching filters ignores late results; logout erases counts and selection',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:null,summary:counts});
+    filter(p,'completed').onclick();filter(p,'pending').onclick();
+    await p.reply(2,{orders:[],next_before:null,summary:counts});
+    await p.reply(1,{orders:[row(9)],next_before:null,summary:{...counts,total:999}});
+    assert.doesNotMatch(p.el('customer-orders-toggle').textContent,/999/);
+    assert.equal(p.el('customer-orders-list').textContent,'');
+    assert.equal(p.el('customer-orders-message').textContent,'ordersFilterEmpty');
+    p.orders.setUser(null);
+    assert.equal(p.el('customer-orders-summary').hidden,true);
+    assert.doesNotMatch(p.el('customer-orders-summary').textContent,/26|20/);
+});
+
+test('login automatically opens list; collapse/reopen and paging keep drafts outside panel untouched',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    assert.equal(p.el('customer-orders').hidden,false);
+    assert.equal(p.el('customer-orders-toggle').attributes['aria-expanded'],'true');
+    await p.reply(0,{orders:[row()],next_before:1});
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND1/);
+    p.el('customer-orders-toggle').onclick();
+    assert.equal(p.el('customer-orders-body').hidden,true);
+    p.el('customer-orders-toggle').onclick();
+    p.el('customer-orders-more').onclick();
+    assert.equal(p.requests[1].url,'/api/customer/orders?before=1');
+    await p.reply(1,{orders:[row(2)],next_before:null});
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND1.*INBOUND2/);
+    assert.equal(p.el('customer-orders-more').hidden,true);
+});
+
+test('logout clears list and ignores delayed list/detail responses from a previous account',async()=>{
+    const p=page();p.orders.setUser({id:1});p.orders.setUser(null);
+    await p.reply(0,{orders:[row()],next_before:null});
+    assert.equal(p.el('customer-orders').hidden,true);
+    assert.equal(p.el('customer-orders-list').textContent,'');
+    p.orders.setUser({id:2});await p.reply(1,{orders:[row(2)],next_before:null});
+    p.el('customer-orders-list').children[0].onclick();
+    p.orders.setUser(null);p.orders.setUser({id:3});
+    await p.reply(2,{card:{no:'private-old-account'}});
+    assert.doesNotMatch(p.el('customer-orders-detail').textContent,/private/);
+    p.orders.setUser(null);
+    await p.reply(3,{orders:[],next_before:null});
+});
+
+test('exact order detail and back preserve list without a new AI request',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row(9)],next_before:null});
+    p.el('customer-orders-list').children[0].onclick();
+    assert.equal(p.requests[1].url,'/api/customer/orders/9');
+    await p.reply(1,{card:{no:'ORDER9'}});
+    assert.equal(p.el('customer-orders-detail').textContent,'ORDER9');
+    p.el('customer-orders-back').onclick();
+    assert.equal(p.el('customer-orders-list').hidden,false);
+    assert.equal(p.requests.length,2);
+});
+
+test('failed request offers retry; expired login immediately clears protected data',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    p.requests[0].reject(new Error('offline'));await flush();
+    assert.equal(p.el('customer-orders-retry').hidden,false);
+    p.el('customer-orders-retry').onclick();
+    await p.reply(1,{orders:[row()],next_before:null});
+    p.el('customer-orders-refresh').onclick();
+    await p.reply(2,{error:'customer_login_required'},401);
+    assert.equal(p.el('customer-orders').hidden,true);
+    assert.equal(p.el('customer-orders-list').textContent,'');
+});
+
+test('refresh cancels pagination; stale errors cannot replace the refreshed list',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:1});
+    p.el('customer-orders-more').onclick();
+    p.el('customer-orders-refresh').onclick();
+    await p.reply(2,{orders:[row(3)],next_before:null});
+    p.requests[1].reject(new Error('late error'));await flush();
+    assert.equal(p.el('customer-orders-retry').hidden,true);
+    assert.doesNotMatch(p.el('customer-orders-list').textContent,/INBOUND1/);
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND3/);
+});
+
+test('automatic refresh keeps the filter, old rows, scroll and collapsed state until success',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:null,summary:counts});
+    filter(p,'processing').onclick();
+    await p.reply(1,{orders:[row(2)],next_before:2,summary:counts});
+    p.el('customer-orders-body').scrollTop=85;
+    p.el('customer-orders-toggle').onclick();
+    p.orders.refresh();p.orders.refresh();
+    assert.equal(p.requests.length,3);
+    assert.equal(p.requests[2].url,'/api/customer/orders?status=processing');
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND2/);
+    await p.reply(2,{orders:[row(3)],next_before:null,summary:{...counts,total:27,processing:21}});
+    assert.match(p.el('customer-orders-toggle').textContent,/27/);
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND3/);
+    assert.equal(p.el('customer-orders-body').scrollTop,85);
+    assert.equal(p.el('customer-orders-body').hidden,true);
+    assert.equal(filter(p,'processing').attributes['aria-pressed'],'true');
+});
+
+test('failed automatic refresh retains previous data and retry can update it',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:1,summary:counts});
+    p.orders.refresh();p.requests[1].reject(new Error('offline'));await flush();
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND1/);
+    assert.match(p.el('customer-orders-toggle').textContent,/26/);
+    assert.equal(p.el('customer-orders-retry').hidden,false);
+    p.el('customer-orders-retry').onclick();
+    await p.reply(2,{orders:[row(2)],next_before:null,summary:{...counts,total:27}});
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND2/);
+});
+
+test('automatic refresh keeps the open tracking detail and logout invalidates late responses',async()=>{
+    const p=page();p.orders.setUser({id:1});
+    await p.reply(0,{orders:[row()],next_before:null,summary:counts});
+    p.el('customer-orders-list').children[0].onclick();
+    await p.reply(1,{card:{no:'ORDER1'}});
+    p.orders.refresh();
+    await p.reply(2,{orders:[row(2)],next_before:null,summary:{...counts,total:27}});
+    assert.equal(p.el('customer-orders-detail').textContent,'ORDER1');
+    assert.equal(p.el('customer-orders-list').hidden,true);
+    p.el('customer-orders-back').onclick();
+    assert.match(p.el('customer-orders-list').textContent,/INBOUND2/);
+    p.orders.refresh();p.orders.setUser(null);
+    await p.reply(3,{orders:[row(99)],summary:counts});
+    assert.equal(p.el('customer-orders-list').textContent,'');
+    assert.equal(p.el('customer-orders').hidden,true);
+});

tests/frontend/drafts.test.cjs

@@ -0,0 +1,48 @@
+const test=require('node:test');
+const assert=require('node:assert/strict');
+const fs=require('node:fs');
+const vm=require('node:vm');
+const path=require('node:path');
+const context=vm.createContext({});
+vm.runInContext(fs.readFileSync(path.join(__dirname,'../../static/js/drafts.js'),'utf8'),context);
+function storage(){
+    const data=new Map();
+    return {data,get length(){return data.size;},key:index=>Array.from(data.keys())[index] ?? null,
+        getItem:key=>data.get(key) ?? null,setItem:(key,value)=>data.set(key,value),removeItem:key=>data.delete(key)};
+}
+function drafts(scope='1'.repeat(64),local=storage(),tab=storage()){
+    return context.ChatDrafts.create({scope,storage:()=>local,tabStorage:()=>tab});
+}
+test('conversation drafts and active tab restore independently of another visitor or tab',()=>{
+    const local=storage(),tab=storage(),a=drafts(undefined,local,tab);
+    a.write(9,'A');a.write(10,'B');a.write(null,'NEW');a.active(9);
+    const restored=drafts(undefined,local,tab);
+    assert.equal(restored.read(9),'A');assert.equal(restored.read(10),'B');assert.equal(restored.read(null),'NEW');
+    assert.equal(restored.active(),'9');
+    const otherTab=drafts(undefined,local);otherTab.write(10,'B updated');
+    assert.equal(otherTab.active(),'new');assert.equal(restored.read(10),'B updated');assert.equal(restored.read(9),'A');
+    otherTab.remove(10);assert.equal(restored.read(10),'');
+    assert.equal(drafts('2'.repeat(64),local,tab).read(9),'');
+});
+test('malformed records and invalid identifiers cannot become restored drafts',()=>{
+    const local=storage(),a=drafts(undefined,local),key='baiyue-draft-v1:'+'1'.repeat(64)+':9';
+    for(const value of ['null','{"version":2,"text":"old"}','{"version":1,"text":45}']){
+        local.setItem(key,value);assert.equal(a.read(9),'');
+    }
+    assert.equal(a.write('../9','invalid'),false);assert.equal(a.read('../9'),'');
+});
+test('removing and clearing a visitor never clears another visitor or unrelated preferences',()=>{
+    const local=storage(),a=drafts(undefined,local),b=drafts('2'.repeat(64),local);
+    local.setItem('theme','dark');a.write(9,'A');a.write(10,'B');b.write(9,'PRIVATE');
+    a.remove(9);assert.equal(a.read(9),'');assert.equal(a.read(10),'B');
+    a.clear();assert.equal(a.read(10),'');assert.equal(b.read(9),'PRIVATE');assert.equal(local.getItem('theme'),'dark');
+});
+test('blocked storage and quota errors retain the latest in-memory draft without a shared bucket',()=>{
+    const broken={getItem(){throw Error();},setItem(){throw Error();},removeItem(){throw Error();}};
+    const a=drafts(undefined,broken,broken);
+    assert.equal(a.write(9,'latest'),false);assert.equal(a.read(9),'latest');a.active(9);assert.equal(a.active(),'9');
+    const local=storage(),b=drafts(undefined,local);b.write(9,'old');
+    local.setItem=()=>{throw Error('quota');};assert.equal(b.write(9,'new'),false);assert.equal(b.read(9),'new');
+    const anonymous=drafts(null,local);anonymous.write(9,'memory only');assert.equal(anonymous.read(9),'memory only');
+    assert.equal(drafts(null,local).read(9),'');
+});

tests/frontend/support.test.cjs

@@ -0,0 +1,122 @@
+const test = require('node:test');
+const assert = require('node:assert/strict');
+const fs = require('node:fs');
+const path = require('node:path');
+const vm = require('node:vm');
+
+const source = fs.readFileSync(path.join(__dirname, '../../static/js/support.js'), 'utf8');
+
+function createSupportUI(){
+    let document;
+    class Element {
+        constructor(tagName = 'div'){
+            this.tagName = tagName.toUpperCase();
+            this.children = [];
+            this.attributes = {};
+            this.listeners = {};
+            this.style = {};
+            this.value = '';
+            this.parent = null;
+            this.className = '';
+            this.text = '';
+        }
+        set textContent(value){ this.text = String(value); this.children = []; }
+        get textContent(){ return this.text + this.children.map(child => child.textContent).join(''); }
+        appendChild(child){ child.parent = this; this.children.push(child); return child; }
+        remove(){ if(this.parent) this.parent.children = this.parent.children.filter(child => child !== this); this.parent = null; }
+        setAttribute(name, value){ this.attributes[name] = String(value); }
+        getAttribute(name){ return this.attributes[name] ?? null; }
+        addEventListener(name, callback){ (this.listeners[name] ||= []).push(callback); }
+        contains(target){ return this === target || this.children.some(child => child.contains(target)); }
+        querySelectorAll(selector){
+            const tags = selector.split(',').map(value => value.trim().toUpperCase());
+            return this.children.flatMap(child => [
+                ...(tags.includes(child.tagName) ? [child] : []),
+                ...child.querySelectorAll(selector),
+            ]);
+        }
+        focus(){ document.activeElement = this; }
+        dispatch(name, event = {}){
+            event.target ||= this;
+            event.preventDefault ||= function(){ this.defaultPrevented = true; };
+            event.stopPropagation ||= function(){};
+            if(this['on' + name]) this['on' + name](event);
+            (this.listeners[name] || []).forEach(callback => callback(event));
+        }
+        click(){ this.dispatch('click'); }
+    }
+    document = {
+        body: new Element('body'),
+        activeElement: null,
+        createElement: tagName => new Element(tagName),
+    };
+    const context = vm.createContext({document, window:{}});
+    vm.runInContext(source, context, {filename:'support.js'});
+    return {ui:context.SupportUI, document};
+}
+
+test('confirm resolves from the in-page dialog and restores focus', async () => {
+    const {ui, document} = createSupportUI();
+    const trigger = document.createElement('button');
+    document.body.appendChild(trigger);
+    trigger.focus();
+    const result = ui.confirm('确定清空记录？', {title:'请确认', confirmText:'清空', cancelText:'取消'});
+    await Promise.resolve();
+    const dialog = document.body.children[1].children[0];
+    assert.equal(dialog.getAttribute('role'), 'dialog');
+    assert.equal(dialog.getAttribute('aria-modal'), 'true');
+    assert.match(dialog.textContent, /确定清空记录？/);
+    const [cancel, confirm] = dialog.querySelectorAll('button');
+    assert.equal(document.activeElement, cancel);
+    confirm.click();
+    assert.equal(await result, true);
+    assert.equal(document.body.children.length, 1);
+    assert.equal(document.activeElement, trigger);
+});
+
+test('confirm returns false when cancelled with Escape', async () => {
+    const {ui, document} = createSupportUI();
+    const result = ui.confirm('是否继续？');
+    await Promise.resolve();
+    const dialog = document.body.children[0].children[0];
+    const event = {key:'Escape'};
+    dialog.dispatch('keydown', event);
+    assert.equal(event.defaultPrevented, true);
+    assert.equal(await result, false);
+    assert.equal(document.body.children.length, 0);
+});
+
+test('prompt returns entered text and focuses its labelled input', async () => {
+    const {ui, document} = createSupportUI();
+    const result = ui.prompt('请输入运单号', {title:'查询物流', inputLabel:'运单号'});
+    await Promise.resolve();
+    const dialog = document.body.children[0].children[0];
+    const input = dialog.querySelectorAll('input')[0];
+    assert.ok(input);
+    assert.equal(input.getAttribute('aria-label'), '运单号');
+    assert.equal(document.activeElement, input);
+    input.value = 'AB123';
+    dialog.querySelectorAll('button')[1].click();
+    assert.equal(await result, 'AB123');
+});
+
+test('prompt returns null when the backdrop is clicked', async () => {
+    const {ui, document} = createSupportUI();
+    const result = ui.prompt('请输入留言');
+    await Promise.resolve();
+    document.body.children[0].click();
+    assert.equal(await result, null);
+});
+
+test('dialog keeps keyboard focus inside while tabbing', async () => {
+    const {ui, document} = createSupportUI();
+    ui.confirm('确认操作？');
+    await Promise.resolve();
+    const dialog = document.body.children[0].children[0];
+    const [cancel, confirm] = dialog.querySelectorAll('button');
+    cancel.focus();
+    dialog.dispatch('keydown', {key:'Tab', shiftKey:true});
+    assert.equal(document.activeElement, confirm);
+    dialog.dispatch('keydown', {key:'Tab'});
+    assert.equal(document.activeElement, cancel);
+});

tests/frontend/visitor.test.cjs

@@ -0,0 +1,79 @@
+const test=require('node:test');
+const assert=require('node:assert/strict');
+const fs=require('node:fs');
+const path=require('node:path');
+const vm=require('node:vm');
+const {webcrypto}=require('node:crypto');
+const flush=()=>new Promise(setImmediate);
+
+function sessionPage(options={}){
+    const storage=options.storage || new Map(),calls=[],timers=new Map();let timerId=0;
+    const response=(data,status=200)=>({ok:status>=200&&status<300,status,json:async()=>data});
+    const context=vm.createContext({console,AbortController,Uint8Array,
+        window:{crypto:webcrypto},
+        localStorage:{getItem:key=>{if(options.storageBlocked) throw Error();return storage.get(key);},
+            setItem:(key,value)=>{if(options.storageBlocked) throw Error();storage.set(key,value);}},
+        setTimeout:(callback,delay)=>{const id=++timerId;timers.set(id,{callback,delay});return id;},clearTimeout:id=>timers.delete(id),
+        fetch:async(url,init)=>{calls.push({url,init});
+            if(options.fetch) return options.fetch(url,init,response);
+            return url==='/api/visitor/session' ? response({ok:true,key:JSON.parse(init.body).key || 'f'.repeat(64)}) : response([]);
+        },
+    });
+    vm.runInContext(fs.readFileSync(path.join(__dirname,'../../static/js/visitor.js'),'utf8'),context);
+    return {fetch:context.VisitorSession.fetch,calls,storage,
+        expire:async()=>{for(const timer of [...timers.values()])timer.callback();await flush();}};
+}
+
+test('a local random key is restored across reloads and differs in another browser',async()=>{
+    const a=sessionPage();await a.fetch('/api/get_history');
+    const key=JSON.parse(a.calls[0].init.body).key;
+    assert.match(key,/^[0-9a-f]{64}$/);
+    const restored=sessionPage({storage:a.storage});await restored.fetch('/api/get_history');
+    assert.equal(JSON.parse(restored.calls[0].init.body).key,key);
+    const b=sessionPage();await b.fetch('/api/get_history');
+    assert.notEqual(JSON.parse(b.calls[0].init.body).key,key);
+    assert.equal(a.calls[1].init.credentials,'same-origin');
+    assert.equal(a.calls.some(call=>call.url.includes(key)),false);
+});
+
+test('concurrent requests wait for one bootstrap before sending customer data',async()=>{
+    let release;
+    const app=sessionPage({fetch:(url,init,response)=>url==='/api/visitor/session'
+        ? new Promise(resolve=>{release=()=>resolve(response({ok:true,key:JSON.parse(init.body).key}));}) : response([])});
+    const a=app.fetch('/api/get_history'),b=app.fetch('/api/new_chat',{method:'POST'});
+    assert.equal(app.calls.length,1);
+    release();await Promise.all([a,b]);
+    assert.equal(app.calls.filter(call=>call.url==='/api/visitor/session').length,1);
+    assert.equal(app.calls.length,3);
+});
+
+test('blocked local storage uses a server cookie without falling back to global history',async()=>{
+    const app=sessionPage({storageBlocked:true});await app.fetch('/api/get_history');
+    assert.equal(JSON.parse(app.calls[0].init.body).key,null);
+    assert.equal(app.calls[1].init.credentials,'same-origin');
+    const failed=sessionPage({fetch:(url,init,response)=>response({ok:false},503)});
+    await assert.rejects(failed.fetch('/api/get_history'));
+    assert.equal(failed.calls.length,1);
+});
+
+test('expired sessions rebootstrap once and retry the original request once',async()=>{
+    let attempts=0;
+    const app=sessionPage({fetch:(url,init,response)=>url==='/api/visitor/session'
+        ? response({ok:true,key:JSON.parse(init.body).key}) : response([],++attempts===1 ? 401 : 200)});
+    const result=await app.fetch('/api/get_history');
+    assert.equal(result.status,200);
+    assert.equal(app.calls.filter(call=>call.url==='/api/visitor/session').length,2);
+    assert.equal(attempts,2);
+});
+
+test('a cancelled request waiting for bootstrap does not upload its body',async()=>{
+    let release;
+    const app=sessionPage({fetch:(url,init,response)=>new Promise(resolve=>{
+        release=()=>resolve(response({ok:true,key:JSON.parse(init.body).key}));
+    })});
+    const controller=new AbortController();
+    const pending=app.fetch('/api/upload',{method:'POST',body:'private file',signal:controller.signal});
+    controller.abort();release();
+    await assert.rejects(pending,{name:'AbortError'});
+    assert.equal(app.calls.length,1);
+});

tests/frontend/voice.test.cjs

@@ -0,0 +1,171 @@
+const test = require('node:test');
+const assert = require('node:assert/strict');
+const fs = require('node:fs');
+const path = require('node:path');
+const vm = require('node:vm');
+const flush = () => new Promise(setImmediate);
+
+function voicePage(options={}){
+    const elements={}, timers=new Map(), docEvents={}, pageEvents={}, calls=[], messages=[], statuses=[];
+    let now=1000, timerId=0, contextId='conversation-1', recorder, permissionCalls=0, trackStops=0;
+    class Element {
+        constructor(){ this.listeners={}; this.attributes={}; this.classes=new Set(); this.value='';
+            this.classList={toggle:(name,on) => on ? this.classes.add(name) : this.classes.delete(name),remove:name=>this.classes.delete(name)}; }
+        setAttribute(name,value){this.attributes[name]=value;}
+        addEventListener(name,callback){this.listeners[name]=callback;}
+        setPointerCapture(){}
+        focus(options){this.focusOptions=options;}
+        blur(){this.blurred=true;}
+    }
+    for(const key of ['toggle','hold','panel','label','clock','inputArea','input']) elements[key]=new Element();
+    const tracks=[{stop(){trackStops++;}}], stream={getTracks:()=>tracks};
+    class Recorder {
+        constructor(source, settings){ recorder=this; this.state='inactive'; this.mimeType=settings.mimeType || 'audio/mp4'; }
+        static isTypeSupported(type){return options.mp4 ? type==='audio/mp4' : type.startsWith('audio/webm');}
+        start(){this.state='recording';}
+        stop(){this.state='inactive'; this.ondataavailable({data:new Blob(['audio fixture'],{type:this.mimeType})}); this.onstop();}
+    }
+    class ClockDate extends Date {static now(){return now;}}
+    const response = data => ({ok:true,json:async()=>data});
+    const sandbox=vm.createContext({console,Blob,AbortController,Date:ClockDate,
+        FormData:class{constructor(){this.values={};}append(key,value){this.values[key]=value;}},
+        navigator:{mediaDevices:{getUserMedia:async()=>{permissionCalls++; if(options.permission) return options.permission(); return stream;}}},
+        document:{hidden:false,addEventListener:(name,callback)=>{docEvents[name]=callback;}},
+        window:{isSecureContext:options.secure!==false,MediaRecorder:options.unsupported ? undefined : Recorder,
+            PointerEvent:options.touch ? undefined : function(){},addEventListener:(name,callback)=>{pageEvents[name]=callback;}},
+        setTimeout:(callback,delay)=>{const id=++timerId;timers.set(id,{callback,delay});return id;},
+        clearTimeout:id=>timers.delete(id),setInterval:()=>++timerId,clearInterval(){},
+        fetch:async(url,init)=>{calls.push({url,init});
+            if(url==='/api/speech/config') return response({enabled:options.enabled!==false,max_bytes:5242880,max_seconds:60});
+            if(options.transcribe) return options.transcribe(init);
+            return response({ok:true,text:'查询订单 FL20261030001'});
+        },
+    });
+    vm.runInContext(fs.readFileSync(path.join(__dirname,'../../static/js/voice.js'),'utf8'),sandbox);
+    const voice=sandbox.ChatVoice.create({...elements,text:key=>key,status:(...args)=>statuses.push(args),
+        language:()=> 'zh',context:()=>contextId,canStart:()=>options.reason || '',onText:async text=>messages.push(text)});
+    const event=(extra={})=>({button:0,pointerId:7,clientY:300,preventDefault(){},...extra});
+    return {voice,elements,calls,messages,statuses,stream,
+        get permissionCalls(){return permissionCalls;},get trackStops(){return trackStops;},get recorder(){return recorder;},
+        context:value=>{contextId=value;},
+        open:()=>elements.toggle.onclick(),
+        down:async()=>{elements.hold.listeners.pointerdown(event());await flush();},
+        up:async(duration=1000)=>{now+=duration;elements.hold.listeners.pointerup(event());await flush();},
+        move:y=>elements.hold.listeners.pointermove(event({clientY:y})),
+        event,docEvents,pageEvents,sandbox,
+        expire:async delay=>{for(const [id,timer] of [...timers]) if(timer.delay===delay){timers.delete(id);now+=delay;timer.callback();}await flush();},
+    };
+}
+
+test('hold and release transcribes audio and sends text once',async()=>{
+    const app=voicePage();app.open();await app.down();
+    assert.equal(app.recorder.state,'recording');
+    assert.equal(app.elements.panel.hidden,false);
+    await app.up();
+    assert.deepEqual(app.messages,['查询订单 FL20261030001']);
+    assert.equal(app.calls.filter(call=>call.url==='/api/speech/transcribe').length,1);
+    assert.ok(app.trackStops>0);
+    assert.equal(app.elements.panel.hidden,true);
+    await app.up();
+    assert.equal(app.messages.length,1);
+});
+
+test('switching between voice and keyboard avoids scrolling the page on focus',()=>{
+    const app=voicePage();
+    app.open();
+    assert.ok(app.elements.input.blurred);
+    app.open();
+    assert.equal(app.elements.input.focusOptions.preventScroll,true);
+    assert.equal(app.elements.toggle.attributes['aria-pressed'],'false');
+});
+
+test('sliding up cancels without uploading and supports another recording',async()=>{
+    const app=voicePage();app.open();await app.down();app.move(200);await app.up();
+    assert.equal(app.messages.length,0);
+    assert.equal(app.calls.filter(call=>call.url==='/api/speech/transcribe').length,0);
+    assert.ok(app.trackStops>0);
+    await app.down();await app.up();
+    assert.equal(app.messages.length,1);
+});
+
+test('short presses and unavailable service do not upload recordings',async()=>{
+    const app=voicePage();app.open();await app.down();await app.up(50);
+    assert.equal(app.messages.length,0);
+    assert.equal(app.statuses.at(-1)[0],'voiceTooShort');
+    const disabled=voicePage({enabled:false});disabled.open();await disabled.down();
+    assert.equal(disabled.permissionCalls,0);
+    assert.equal(disabled.statuses.at(-1)[0],'voiceUnavailable');
+});
+
+test('late microphone permission after cancellation immediately stops its tracks',async()=>{
+    let grant;const app=voicePage({permission:()=>new Promise(resolve=>{grant=resolve;})});
+    app.open();await app.down();await app.up();grant(app.stream);await flush();
+    assert.equal(app.messages.length,0);
+    assert.ok(app.trackStops>0);
+    assert.equal(app.voice.busy(),false);
+});
+
+test('switching conversation or explicitly cancelling ignores a late transcript',async()=>{
+    for(const cancelled of [false,true]){
+        let resolve;const app=voicePage({transcribe:()=>new Promise(done=>{resolve=done;})});
+        app.open();await app.down();await app.up();
+        if(cancelled) app.voice.cancel(); else app.context('conversation-2');
+        resolve({ok:true,json:async()=>({ok:true,text:'must not enter the new conversation'})});await flush();
+        assert.equal(app.messages.length,0);
+        assert.equal(app.voice.busy(),false);
+    }
+});
+
+test('permission denial and unsupported or insecure browsers leave typing available',async()=>{
+    const denied=voicePage({permission:()=>Promise.reject(Object.assign(new Error(),{name:'NotAllowedError'}))});
+    denied.open();await denied.down();
+    assert.equal(denied.voice.busy(),false);
+    assert.equal(denied.statuses.at(-1)[0],'voicePermission');
+    for(const options of [{unsupported:true},{secure:false}]){
+        const app=voicePage(options);app.open();
+        assert.equal(app.elements.inputArea.classes.has('voice-mode'),false);
+        assert.equal(app.permissionCalls,0);
+    }
+});
+
+test('pending drafts and busy chat do not request microphone access',async()=>{
+    const app=voicePage({reason:'wait for current chat'});app.open();await app.down();
+    assert.equal(app.permissionCalls,0);
+    assert.equal(app.calls.length,0);
+    assert.equal(app.statuses.at(-1)[0],'wait for current chat');
+});
+
+test('maximum recording length stops the microphone and sends once',async()=>{
+    const app=voicePage({mp4:true});app.open();await app.down();await app.expire(60000);
+    assert.equal(app.messages.length,1);
+    assert.ok(app.trackStops>0);
+    assert.equal(app.calls.find(call=>call.url==='/api/speech/transcribe').init.body.values.audio.type,'audio/mp4');
+    await app.up();assert.equal(app.messages.length,1);
+});
+
+test('touch fallback and browser cancellation do not submit accidentally',async()=>{
+    const app=voicePage({touch:true});app.open();
+    app.elements.hold.listeners.touchstart(app.event({touches:[{identifier:1,clientY:300}]}));await flush();
+    app.elements.hold.listeners.touchcancel();await flush();
+    assert.equal(app.messages.length,0);
+    assert.ok(app.trackStops>0);
+});
+
+test('a stalled transcription times out and releases the recorder state',async()=>{
+    const app=voicePage({transcribe:init=>new Promise((resolve,reject)=>{
+        init.signal.addEventListener('abort',()=>reject(Object.assign(new Error(),{name:'AbortError'})));
+    })});app.open();await app.down();await app.up();await app.expire(40000);
+    assert.equal(app.voice.busy(),false);
+    assert.equal(app.statuses.at(-1)[0],'voiceTimeout');
+    assert.equal(app.messages.length,0);
+});
+
+test('an unanswered microphone permission prompt times out and a late stream is closed',async()=>{
+    let grant;const app=voicePage({permission:()=>new Promise(resolve=>{grant=resolve;})});
+    app.open();await app.down();await app.expire(15000);
+    assert.equal(app.voice.busy(),false);
+    assert.equal(app.statuses.at(-1)[0],'voiceTimeout');
+    grant(app.stream);await flush();
+    assert.ok(app.trackStops>0);
+    assert.equal(app.messages.length,0);
+});

tests/staff_fixture.py

@@ -0,0 +1,18 @@
+"""Authenticate test clients through the production login and CSRF contracts."""
+
+from logistics_chat import db
+
+
+def login_staff(app, client, username='staff-test-fixture', password='fixture-password', seed=True):
+    if seed:
+        with app.app_context():
+            connection = db.connect()
+            connection.execute('INSERT INTO agents(username,password,name) VALUES(?,?,?)',
+                               (username, password, 'Fixture Staff'))
+            connection.commit()
+    response = client.post('/admin/login', json={'username':username, 'password':password})
+    assert response.status_code == 200, response.status_code
+    session = client.get('/api/admin/session')
+    assert session.status_code == 200, session.status_code
+    client.environ_base['HTTP_X_CSRF_TOKEN'] = session.json['csrf_token']
+

tests/test_api.py

@@ -14,6 +14,7 @@ from unittest.mock import patch
 import requests
 
 from logistics_chat import create_app, db
+from staff_fixture import login_staff
 
 
 class ModelResponse:
@@ -45,11 +46,27 @@ class ApiTests(unittest.TestCase):
         self.root = Path(self.directory.name)
         self.app = self.application(self.root)
         self.client = self.app.test_client()
+        login_staff(self.app, self.client)
+        self.client.post('/api/visitor/session', json={'key':'1'*64})
+        self.app.extensions['rate_hits'].clear()
+        from logistics_chat.order_data import import_records
+        with self.app.app_context():
+            connection = db.connect()
+            import_records(connection, [{'tenant_id':'fixture', 'order_no':'15252125',
+                'status':'PROCESSING', 'country_code':'US', 'gross_weight_kg':'30',
+                'history_json':[{'time':'2026-10-28 10:00', 'status':'SUBMITTED'}]}])
+            connection.commit()
+            connection.close()
 
     def application(self, root):
-        return create_app({'TESTING': True, 'DATABASE': root/'history.db',
+        app = create_app({'TESTING': True, 'DATABASE': root/'history.db',
                            'UPLOAD_DIR': root/'uploads', 'BACKUP_DIR': root/'backups',
                            'LOG_DIR': root/'logs', 'DEEPSEEK_API_KEY': ''})
+        @app.before_request
+        def fixture_customer():
+            from flask import g
+            g.customer_tenant_id = 'fixture'
+        return app
 
     def conversation(self):
         return self.client.post('/api/new_chat').json['id']
@@ -77,7 +94,7 @@ class ApiTests(unittest.TestCase):
         for path in ('/', '/admin', '/admin/dashboard'):
             parser = Assets()
             parser.feed(self.client.get(path).get_data(as_text=True))
-            self.assertEqual(len(parser.urls), 3)
+            self.assertGreaterEqual(len(parser.urls), 3)
             for url in parser.urls:
                 resource = self.client.get(url)
                 self.assertEqual(resource.status_code, 200, url)
@@ -91,15 +108,17 @@ class ApiTests(unittest.TestCase):
         self.assertEqual(events[-1], {'d': 1})
         self.assertEqual(events[0]['card']['no'], '15252125')
         messages = self.client.get(f'/api/get_messages?conv_id={cid}').json
-        self.assertEqual(len(messages), 2)
-        self.assertTrue(messages[1]['content'].startswith('__CARD__'))
+        self.assertEqual(len(messages), 3)
+        self.assertTrue(messages[-1]['content'].startswith('__CARD__'))
         self.assertEqual(self.client.get('/api/get_history').json[0]['title'], '15252125')
         self.assertEqual(self.client.delete(f'/api/del_history?id={cid}').json, {'ok': True})
         self.assertEqual(self.client.get(f'/api/get_messages?conv_id={cid}').json, [])
 
     def test_empty_image_and_missing_key_streams(self):
         self.assertIn('e', frames(self.client.post('/stream_chat', json={'msg': ''}))[0])
-        self.assertIn('收到您的图片', frames(self.client.post('/stream_chat', json={'msg': '[图片]/uploads/test.png'}))[0]['t'])
+        image_reply = frames(self.client.post('/stream_chat', json={'msg': '[图片]/uploads/test.png'}))
+        self.assertIn('收到您的图片', image_reply[0]['t'])
+        self.assertEqual(image_reply[-1], {'d': 1})
         self.assertIn('API Key', frames(self.client.get('/stream_chat?msg=hello'))[0]['e'])
 
     def test_attachment_filename_is_not_used_as_a_tracking_number(self):
@@ -110,11 +129,175 @@ class ApiTests(unittest.TestCase):
         cid = self.conversation()
         events = frames(self.client.post('/stream_chat', json={'msg': '查询15252125 ' + attachment, 'conv_id': cid}))
         self.assertEqual(events[0]['card']['no'], '15252125')
-        self.assertEqual(self.client.get(f'/api/get_messages?conv_id={cid}').json[0]['content'], '查询15252125 ' + attachment)
+        self.assertEqual(self.client.get(f'/api/get_messages?conv_id={cid}').json[1]['content'], '查询15252125 ' + attachment)
+
+    def test_image_attachments_do_not_swallow_order_questions_and_are_saved(self):
+        cid = self.conversation()
+        image = '[图片]/uploads/20261029100145_6787.png'
+        events = frames(self.client.post('/stream_chat', json={'msg':'查询15252125 '+image, 'conv_id':cid}))
+        self.assertEqual(events[0]['card']['no'], '15252125')
+        events = frames(self.client.post('/stream_chat', json={'msg':image, 'conv_id':cid}))
+        self.assertIn('收到您的图片', events[0]['t'])
+        messages = self.client.get(f'/api/get_messages?conv_id={cid}').json
+        self.assertEqual(messages[-2]['content'], image)
+        self.assertIn('收到您的图片', messages[-1]['content'])
+
+    def test_bad_chat_payloads_produce_readable_errors_without_calling_model(self):
+        self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'
+        invalid = ([1], 'hello', {'msg':7}, {'msg':['test']}, {'msg':'物流咨询', 'conv_id':{}},
+                   {'msg':'物流咨询', 'conv_id':-1}, {'msg':'物流咨询', 'conv_id':1.5}, {'msg':'物流咨询','conv_id':False},
+                   {'msg':'物流咨询','conv_id':999999999999999999999999},
+                   {'msg':'物流咨询','conv_id':'²'}, {'msg':'物流咨询','conv_id':'9'*5000})
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            for index, payload in enumerate(invalid):
+                with self.subTest(case=index):
+                    events = frames(self.client.post('/stream_chat', json=payload))
+                    self.assertIn('e', events[0])
+        model.assert_not_called()
+
+    def test_deleted_conversations_close_human_sessions_and_reject_new_chat_messages(self):
+        cid = self.conversation()
+        with patch('logistics_chat.human_service.datetime') as clock:
+            from datetime import datetime
+            clock.now.return_value = datetime(2026,10,29,12)
+            sid = self.client.post('/api/human/request',json={'conv_id':cid}).json['session_id']
+        self.client.post('/api/human/send',json={'sid':sid,'content':'原会话内容'})
+        self.client.delete(f'/api/del_history?id={cid}')
+        self.assertEqual(self.client.get('/api/human/queue').json, [])
+        self.assertEqual(self.client.get(f'/api/human/poll?sid={sid}').json['messages'], [])
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events = frames(self.client.post('/stream_chat',json={'msg':'15252125','conv_id':cid}))
+        self.assertIn('已删除',events[0]['e'])
+        model.assert_not_called()
+        with patch('logistics_chat.human_service.datetime') as clock:
+            clock.now.return_value = datetime(2026,10,29,12)
+            self.assertEqual(self.client.post('/api/human/request',json={'conv_id':cid}).status_code,404)
+
+    def test_uk_quotes_and_followups_keep_the_uk_rates(self):
+        self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'
+        cid = self.conversation()
+        for message, expected in (('30kg英国空运报价','英国空运专线'), ('那海运呢？','英国海运'),
+                                  ('那空运呢？','英国空运专线'), ('那50公斤呢？','英国空运专线')):
+            with self.subTest(message=message):
+                with patch('logistics_chat.ai_client.post_completion',return_value=ModelResponse()) as model, patch('logistics_chat.chat_service.gen_followups',return_value=[]):
+                    frames(self.client.post('/stream_chat',json={'msg':message,'conv_id':cid}))
+                prompt = model.call_args.args[0]['messages'][0]['content']
+                self.assertIn(expected,prompt)
+                self.assertNotIn('欧洲空运专线',prompt)
+                self.assertNotIn('欧洲海运快线',prompt)
+
+    def test_us_quotes_never_reuse_european_price_tables(self):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events = frames(self.client.post('/stream_chat',json={'msg':'30KG发美国FBA仓，海运报价','conv_id':self.conversation()}))
+        self.assertIn('目的地',events[0]['t'])
+        self.assertIn('人工',events[0]['t'])
+        model.assert_not_called()
+
+    def test_mixed_country_codes_select_the_correct_rates(self):
+        self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'
+        for message, channel, amount in (('30kg发UK海运报价','英国海运','384'),
+                                         ('30kg发uk海运报价','英国海运','384'),
+                                         ('30kg发GB海运报价','英国海运','384'),
+                                         ('30kg发DE仓海运报价','欧洲海运','369')):
+            with self.subTest(message=message):
+                with patch('logistics_chat.ai_client.post_completion', return_value=ModelResponse()) as model, patch('logistics_chat.chat_service.gen_followups',return_value=[]):
+                    events=frames(self.client.post('/stream_chat',json={'msg':message}))
+                self.assertEqual(events[-1],{'d':1})
+                prompt=model.call_args.args[0]['messages'][0]['content']
+                self.assertIn(channel,prompt)
+                self.assertIn(amount,prompt)
+        for message in ('30kg发US仓海运报价','30kg发us仓海运报价','30kg发USFBA仓海运报价',
+                        '30kg发阿根廷海运报价','30kg海运报价'):
+            with self.subTest(message=message), patch('logistics_chat.ai_client.post_completion') as model:
+                events=frames(self.client.post('/stream_chat',json={'msg':message}))
+                self.assertIn('目的',events[0]['t'])
+                model.assert_not_called()
+
+    def test_short_channel_followups_and_retries_keep_weight_and_region(self):
+        self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'
+        cid=self.conversation()
+        sequence=(('30kg英国海运报价','英国海运','384'), ('海运呢','英国海运','384'),
+                  ('空运呢','英国空运','1,440'), ('50公斤呢','英国空运','2,400'))
+        for message, channel, amount in sequence:
+            with self.subTest(message=message):
+                with patch('logistics_chat.ai_client.post_completion',return_value=ModelResponse()) as model, patch('logistics_chat.chat_service.gen_followups',return_value=[]):
+                    frames(self.client.post('/stream_chat',json={'msg':message,'conv_id':cid}))
+                prompt=model.call_args.args[0]['messages'][0]['content']
+                self.assertIn(channel,prompt)
+                self.assertIn(amount,prompt)
+        with patch('logistics_chat.ai_client.post_completion',side_effect=requests.exceptions.ConnectionError):
+            self.assertIn('e',frames(self.client.post('/stream_chat',json={'msg':'海运呢','conv_id':cid}))[0])
+        with patch('logistics_chat.ai_client.post_completion',return_value=ModelResponse()) as model:
+            frames(self.client.post('/stream_chat',json={'msg':'海运呢','conv_id':cid}))
+        prompt=model.call_args.args[0]['messages'][0]['content']
+        self.assertIn('英国海运',prompt)
+        self.assertIn('640',prompt)
+
+    def test_complete_new_questions_do_not_inherit_an_old_quote(self):
+        from logistics_chat.chat_service import shipping_intent_with_context
+        cid=self.conversation()
+        with self.app.app_context():
+            db.save_message(cid,'user','30kg英国海运报价')
+            db.save_message(cid,'assistant','报价结果')
+            for message in ('新的一票50kg德国空运报价','空运理赔应该怎么办？','海运时效一般多久？'):
+                with self.subTest(message=message):
+                    intent=shipping_intent_with_context(message,cid)
+                    self.assertNotEqual(intent['region'],'uk')
+            db.save_message(cid,'user','空运理赔应该怎么办？')
+            self.assertIsNone(shipping_intent_with_context('海运呢',cid)['weight'])
+
+    def test_dimension_quotes_and_changes_do_not_become_order_identifiers(self):
+        self.app.config['DEEPSEEK_API_KEY']='test-model-key'
+        cid=self.conversation()
+        for message, amount in (('30kg英国海运，100x100x100cm','1,817'), ('50x40x30cm呢','384'),
+                                ('1.2x0.8x0.6m呢','1,229'),
+                                ('那另外一票50kg德国海运','615')):
+            with self.subTest(message=message):
+                with patch('logistics_chat.ai_client.post_completion',return_value=ModelResponse()) as model, patch('logistics_chat.chat_service.gen_followups',return_value=[]):
+                    events=frames(self.client.post('/stream_chat',json={'msg':message,'conv_id':cid}))
+                self.assertEqual(events[-1],{'d':1})
+                self.assertTrue(model.called)
+                prompt=model.call_args.args[0]['messages'][0]['content']
+                self.assertIn(amount,prompt)
+                if '另外一票' in message:
+                    self.assertNotIn('体积重',prompt)
+
+    def test_destination_only_replies_continue_the_existing_quote(self):
+        self.app.config['DEEPSEEK_API_KEY']='test-model-key'
+        cid=self.conversation()
+        self.assertIn('目的',frames(self.client.post('/stream_chat',json={'msg':'30kg海运报价','conv_id':cid}))[0]['t'])
+        with patch('logistics_chat.ai_client.post_completion',return_value=ModelResponse()) as model, patch('logistics_chat.chat_service.gen_followups',return_value=[]):
+            frames(self.client.post('/stream_chat',json={'msg':'英国','conv_id':cid}))
+        prompt=model.call_args.args[0]['messages'][0]['content']
+        self.assertIn('英国海运',prompt)
+        self.assertIn('384',prompt)
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events=frames(self.client.post('/stream_chat',json={'msg':'US仓','conv_id':cid}))
+        self.assertIn('尚未包含',events[0]['t'])
+        model.assert_not_called()
+
+    def test_uk_volume_quotes_do_not_reuse_continental_warehouse_prices(self):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events = frames(self.client.post('/stream_chat',json={'msg':'2方发英国海运多少钱'}))
+        self.assertIn('未提供',events[0]['t'])
+        self.assertIn('按方费率',events[0]['t'])
+        model.assert_not_called()
+
+    def test_closed_human_sessions_cannot_be_reopened_by_a_late_accept(self):
+        with patch('logistics_chat.human_service.datetime') as clock:
+            from datetime import datetime
+            clock.now.return_value = datetime(2026,10,29,12)
+            sid = self.client.post('/api/human/request',json={'conv_id':self.conversation()}).json['session_id']
+        self.client.post('/api/human/close',json={'sid':sid})
+        self.assertEqual(self.client.post('/api/human/accept',json={'sid':sid}).status_code,409)
+        self.assertEqual(self.client.get(f'/api/human/poll?sid={sid}').json['status'],'closed')
 
     def test_human_lifecycle_typing_and_read_receipts(self):
         self.assertEqual(self.client.post('/api/human/request', json={'conv_id': 0}).status_code, 400)
-        sid = self.client.post('/api/human/request', json={'conv_id': self.conversation()}).json['session_id']
+        with patch('logistics_chat.human_service.datetime') as clock:
+            from datetime import datetime
+            clock.now.return_value = datetime(2026, 10, 29, 12)
+            sid = self.client.post('/api/human/request', json={'conv_id': self.conversation()}).json['session_id']
         self.assertEqual(self.client.get('/api/human/queue').json[0]['id'], sid)
         self.client.post('/api/human/accept', json={'sid': sid})
         self.client.post('/api/human/send', json={'sid': sid, 'side': 'customer', 'content': 'hello'})
@@ -132,6 +315,21 @@ class ApiTests(unittest.TestCase):
         self.assertEqual(self.client.get('/api/human/active').json, [])
         self.assertEqual(self.client.get(f'/api/human/poll?sid={sid}').json['status'], 'closed')
 
+    def test_human_queue_marks_items_over_five_minutes_using_server_clock(self):
+        from datetime import datetime, timezone, timedelta
+        with patch('logistics_chat.human_service.datetime') as clock:
+            clock.now.return_value = datetime(2026, 10, 29, 12, 0, tzinfo=timezone(timedelta(hours=8)))
+            sid = self.client.post('/api/human/request',json={'conv_id':self.conversation()}).json['session_id']
+            before = self.client.get('/api/human/queue').json[0]
+            self.assertEqual((before['waiting_minutes'],before['overdue']), (0,False))
+            clock.now.return_value = datetime(2026, 10, 29, 12, 5, tzinfo=timezone(timedelta(hours=8)))
+            boundary = self.client.get('/api/human/queue').json[0]
+            self.assertFalse(boundary['overdue'])
+            clock.now.return_value = datetime(2026, 10, 29, 12, 5, 1, tzinfo=timezone(timedelta(hours=8)))
+            after = self.client.get('/api/human/queue').json[0]
+            self.assertEqual(after['id'], sid)
+            self.assertEqual((after['waiting_minutes'],after['overdue'],after['overdue_minutes']), (5,True,1))
+
     def test_application_state_is_not_shared_between_factories(self):
         self.app.extensions['human_typing']['1'] = 123
         self.app.extensions['rate_hits']['127.0.0.1'].append(123)
@@ -190,13 +388,49 @@ class ApiTests(unittest.TestCase):
             db.save_message(cid, 'user', 'hello, "quoted"\nworld')
         self.client.post('/api/feedback', json={'vote': 1, 'question': 'hello', 'answer': 'world'})
         self.assertEqual(self.client.get('/api/admin/stats').json['good'], 1)
-        response = self.client.get('/api/export_chat')
+        response = self.client.get('/api/export_chat?format=csv')
         self.assertEqual(response.mimetype, 'text/csv')
         self.assertIn('chat_export.csv', response.headers['Content-Disposition'])
         self.assertIn('"hello, ""quoted""\nworld"', response.get_data(as_text=True))
         self.client.delete('/api/clear_all')
         self.assertEqual(self.client.get('/api/get_history').json, [])
 
+    def test_browser_votes_and_legacy_rows_are_both_counted_in_admin_stats(self):
+        for vote in ('up', 'down', 1, -1):
+            self.assertEqual(self.client.post('/api/feedback', json={'vote':vote,'question':'q','answer':'a'}).status_code,200)
+        with self.app.app_context():
+            connection=db.connect()
+            connection.executemany('INSERT INTO feedback(vote) VALUES(?)', [('up',),('down',)])
+            connection.commit(); connection.close()
+        stats=self.client.get('/api/admin/stats').json
+        self.assertEqual((stats['good'],stats['bad']),(3,3))
+
+    def test_invalid_customer_feedback_and_tickets_return_json_errors_without_writes(self):
+        for data in (None, [], [1], {}, {'vote':True}, {'vote':0}, {'vote':'unknown'},
+                     {'vote':'up','answer':{}}, {'vote':'down','question':[]}):
+            with self.subTest(feedback=data):
+                response=self.client.post('/api/feedback',json=data)
+                self.assertEqual(response.status_code,400)
+                self.assertFalse(response.json['ok'])
+        for data in (None, [], [1], {}, {'content':'  '}, {'content':{}}, {'content':'x'*2001},
+                     {'content':'help','phone':[]}, {'content':'help','phone':'1'*33}):
+            with self.subTest(ticket=data):
+                response=self.client.post('/api/ticket',json=data)
+                self.assertEqual(response.status_code,400)
+                self.assertFalse(response.json['ok'])
+        for path in ('/api/feedback','/api/ticket'):
+            response=self.client.post(path,data='{bad',content_type='application/json')
+            self.assertEqual(response.status_code,400)
+            self.assertFalse(response.json['ok'])
+        with self.app.app_context():
+            connection=db.connect()
+            for table in ('feedback','tickets'):
+                self.assertEqual(connection.execute('SELECT COUNT(*) FROM '+table).fetchone()[0],0)
+            connection.close()
+        self.assertEqual(self.client.post('/api/ticket',json={'content':'  请跟进报价  ','phone':'  +86 123  '}).status_code,200)
+        ticket=self.client.get('/api/tickets').json[0]
+        self.assertEqual((ticket['content'],ticket['phone']),('请跟进报价','+86 123'))
+
     def test_business_routes_with_initialized_tables_and_legacy_auth(self):
         with self.app.app_context():
             connection = db.connect()
@@ -218,13 +452,33 @@ class ApiTests(unittest.TestCase):
         streamed = ModelResponse('这是用于覆盖长回答压缩的说明。'*100)
         responses = [streamed, ModelResponse('基础运费2050元，时效38-45天。'), ModelResponse('["费用呢","时效呢","能带电吗"]')]
         with patch('logistics_chat.ai_client.requests.post', side_effect=responses) as post:
-            events = frames(self.client.post('/stream_chat', json={'msg': '200kg 海运', 'conv_id': self.conversation()}))
+            events = frames(self.client.post('/stream_chat', json={'msg': '200kg 德国海运', 'conv_id': self.conversation()}))
         self.assertTrue(any('t' in event for event in events))
         self.assertTrue(any('replace' in event for event in events))
         self.assertTrue(any('suggest' in event for event in events))
         self.assertEqual(events[-1], {'d': 1})
         self.assertEqual([call.kwargs['timeout'] for call in post.call_args_list], [(5, 90), (5, 30), (5, 15)])
         self.assertTrue(streamed.closed)
+        self.assertTrue(all(response.closed for response in responses))
+
+    def test_incomplete_model_streams_are_reported_and_saved_as_partial(self):
+        self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'
+        for reason in (None, 'length'):
+            with self.subTest(reason=reason):
+                cid = self.conversation()
+                response = ModelResponse('这是已经生成的部分内容，需要保留以便用户了解中断前的信息。')
+                def lines():
+                    yield ('data: '+json.dumps({'choices':[{'delta':{'content':response.content}, 'finish_reason':reason}]})).encode()
+                    if reason:
+                        yield b'data: [DONE]'
+                response.iter_lines = lines
+                with patch('logistics_chat.ai_client.post_completion', return_value=response):
+                    events = frames(self.client.post('/stream_chat', json={'msg':'物流咨询', 'conv_id':cid}))
+                self.assertTrue(any('e' in event for event in events))
+                self.assertFalse(any(event.get('d') for event in events))
+                self.assertTrue(response.closed)
+                messages = self.client.get(f'/api/get_messages?conv_id={cid}').json
+                self.assertIn('回答中断', messages[-1]['content'])
 
     def test_stream_network_and_model_errors(self):
         self.app.config['DEEPSEEK_API_KEY'] = 'test-model-key'

tests/test_config.py

@@ -91,6 +91,13 @@ class ConfigurationTests(unittest.TestCase):
         self.assertIs(response, sentinel.response)
         self.assertEqual(post.call_args.kwargs['headers']['Authorization'], 'Bearer file-key')
 
+    def test_order_scope_is_fixed_by_server_file_or_environment(self):
+        self.write_env('ORDER_DATA_TENANT_ID=tenant-file\n')
+        os.environ.pop('ORDER_DATA_TENANT_ID', None)
+        self.assertEqual(self.application().config['ORDER_DATA_TENANT_ID'], 'tenant-file')
+        os.environ['ORDER_DATA_TENANT_ID'] = 'tenant-environment'
+        self.assertEqual(self.application().config['ORDER_DATA_TENANT_ID'], 'tenant-environment')
+
 
 if __name__ == '__main__':
     unittest.main()

tests/test_customer.py

@@ -0,0 +1,204 @@
+"""Customer login, tenant scope and sensitive-history lifecycle."""
+
+import hashlib
+import json
+from pathlib import Path
+import tempfile
+import time
+import unittest
+from concurrent.futures import ThreadPoolExecutor
+from threading import Barrier
+from unittest.mock import patch
+
+from logistics_chat import create_app, db, order_data
+from logistics_chat.customer_service import COOKIE_NAME
+
+
+class CustomerTests(unittest.TestCase):
+    def setUp(self):
+        folder=tempfile.TemporaryDirectory();self.addCleanup(folder.cleanup)
+        root=Path(folder.name)
+        self.app=create_app({'TESTING':True,'DATABASE':root/'history.db','UPLOAD_DIR':root/'uploads',
+            'BACKUP_DIR':root/'backups','LOG_DIR':root/'logs','DEEPSEEK_API_KEY':'',
+            'ORDER_DATA_TENANT_ID':'','CUSTOMER_DEMO_TENANT_ID':'tenant-a','RATE_LIMIT_PER_MIN':1000})
+        self.a,self.b=self.app.test_client(),self.app.test_client()
+        for client,key in ((self.a,'1'*64),(self.b,'2'*64)):
+            client.post('/api/visitor/session',json={'key':key})
+        with self.app.app_context():
+            connection=db.connect()
+            order_data.import_records(connection,[{'order_no':'ORDER20260001','tenant_id':'tenant-a','gross_weight_kg':30},
+                {'order_no':'ORDER20260002','tenant_id':'tenant-b','gross_weight_kg':99}])
+            connection.execute('INSERT INTO customer_users(username,password_hash,display_name,tenant_id) VALUES(?,?,?,?)',
+                ('other',self.app.config['CUSTOMER_DEMO_PASSWORD_HASH'],'Other','tenant-b'))
+            connection.commit();connection.close()
+
+    def login(self, client=None, username='admin'):
+        return (client or self.a).post('/api/customer/login',json={'username':username,'password':'123456'})
+
+    def events(self,message,conv=None,client=None):
+        response=(client or self.a).post('/stream_chat',json={'msg':message,'conv_id':conv})
+        return [json.loads(part[6:]) for part in response.get_data(as_text=True).split('\n\n') if part.startswith('data: ')]
+
+    def test_guest_must_login_then_customer_reads_only_the_linked_scope(self):
+        with patch('logistics_chat.order_data.lookup_order') as lookup:
+            self.assertTrue(self.events('查询ORDER20260001')[0]['login_required']);lookup.assert_not_called()
+        self.assertTrue(self.login().json['ok'])
+        self.assertTrue(self.a.get('/api/customer/session').json['authenticated'])
+        self.assertEqual(self.events('查询ORDER20260001')[0]['card']['no'],'ORDER20260001')
+        self.assertIn('未找到',self.events('查询ORDER20260002')[0]['t'])
+        forged=self.a.post('/stream_chat',json={'msg':'ORDER20260002','tenant_id':'tenant-b'},headers={'X-Tenant-Id':'tenant-b'})
+        self.assertNotIn('99 kg',forged.get_data(as_text=True))
+
+    def test_credentials_are_hashed_and_session_is_opaque_secure_expiring_and_revoked(self):
+        secure=self.app.test_client()
+        secure.post('/api/visitor/session',json={'key':'3'*64},base_url='https://localhost')
+        response=secure.post('/api/customer/login',json={'username':'admin','password':'123456'},base_url='https://localhost')
+        for flag in ('Secure','HttpOnly','SameSite=Lax'):
+            self.assertIn(flag,response.headers['Set-Cookie'])
+        self.login();token=self.a.get_cookie(COOKIE_NAME).value
+        with self.app.app_context():
+            connection=db.connect()
+            self.assertNotEqual(connection.execute("SELECT password_hash FROM customer_users WHERE username='admin'").fetchone()[0],'123456')
+            self.assertTrue(connection.execute('SELECT 1 FROM customer_sessions WHERE token_hash=?',
+                (hashlib.sha256(token.encode()).hexdigest(),)).fetchone());connection.close()
+        with patch('logistics_chat.customer_service.time.time',return_value=time.time()+9*3600):
+            self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.a.post('/api/customer/logout');self.a.set_cookie(COOKIE_NAME,token)
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+
+    def test_customer_cookie_cannot_be_reused_by_another_guest_and_bad_logins_are_limited(self):
+        self.login();self.b.set_cookie(COOKIE_NAME,self.a.get_cookie(COOKIE_NAME).value)
+        self.assertFalse(self.b.get('/api/customer/session').json['authenticated'])
+        self.b.post('/api/customer/logout')
+        self.assertTrue(self.a.get('/api/customer/session').json['authenticated'])
+        for index in range(5):
+            response=self.b.post('/api/customer/login',json={'username':'admin','password':'wrong'})
+            self.assertEqual(response.status_code,403)
+        self.assertEqual(self.login(self.b).status_code,429)
+
+    def test_order_history_is_hidden_after_logout_and_restored_only_to_its_customer_and_guest(self):
+        self.login();cid=self.a.post('/api/new_chat').json['id']
+        self.events('ORDER20260001',cid)
+        self.a.post('/api/customer/logout')
+        self.assertEqual(self.a.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+        self.assertEqual(self.a.get('/api/get_history').json,[])
+        self.assertTrue(self.events('继续查询',cid)[0]['login_required'])
+        self.a.delete('/api/clear_all')
+        self.login(username='other')
+        self.assertEqual(self.a.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+        self.login()
+        self.assertTrue(any('__CARD__' in row['content'] for row in self.a.get('/api/get_messages',query_string={'conv_id':cid}).json))
+        self.login(self.b)
+        self.assertEqual(self.b.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+
+    def test_cross_site_login_logout_and_oversized_or_malformed_requests_fail(self):
+        for path in ('login','logout'):
+            self.assertEqual(self.a.post('/api/customer/'+path,json={'username':'admin','password':'123456'},
+                headers={'Origin':'https://foreign.example'}).status_code,403)
+        self.assertEqual(self.a.post('/api/customer/login',json=[]).status_code,400)
+        self.assertEqual(self.a.post('/api/customer/login',json={'username':[],'password':'123456'}).status_code,400)
+        self.assertEqual(self.a.post('/api/customer/login',json={'padding':'x'*3000}).status_code,413)
+
+    def test_disabled_accounts_and_password_changes_invalidate_existing_sessions(self):
+        self.login()
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET enabled=0 WHERE username='admin'");connection.commit();connection.close()
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.assertEqual(self.login().status_code,403)
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET enabled=1 WHERE username='admin'");connection.commit();connection.close()
+        self.login()
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET password_hash=password_hash||'changed' WHERE username='admin'");connection.commit();connection.close()
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+
+    def test_demo_binding_does_not_pick_an_arbitrary_tenant_when_dataset_has_multiple(self):
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='',scope_initialized=0 WHERE username='admin'");connection.commit();connection.close()
+        self.app.config['CUSTOMER_DEMO_TENANT_ID']=''
+        self.app.config['CUSTOMER_DEMO_LOCAL_ORDERS']=False
+        self.assertTrue(self.login().json['ok'])
+        reply=self.events('ORDER20260001')[0]
+        self.assertIn('尚未关联',reply['t']);self.assertNotIn('login_required',reply)
+        with self.app.app_context():
+            connection=db.connect();connection.execute("DELETE FROM order_test_data WHERE tenant_id='tenant-b'");connection.commit();connection.close()
+        self.login()
+        self.assertEqual(self.events('ORDER20260001')[0]['card']['no'],'ORDER20260001')
+
+    def test_tenant_reassignment_does_not_reveal_the_accounts_old_order_history(self):
+        self.login();cid=self.a.post('/api/new_chat').json['id'];self.events('ORDER20260001',cid)
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='tenant-b' WHERE username='admin'");connection.commit();connection.close()
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.login()
+        self.assertEqual(self.a.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+        self.assertEqual(self.events('ORDER20260002')[0]['card']['no'],'ORDER20260002')
+
+    def test_demo_disable_revokes_default_login_without_disabling_real_customer_records(self):
+        self.login();self.app.config['CUSTOMER_DEMO_ENABLED']=False
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.assertEqual(self.login().status_code,403)
+        self.assertTrue(self.login(username='other').json['authenticated'])
+
+    def test_parallel_invalid_logins_cannot_bypass_the_attempt_budget(self):
+        barrier=Barrier(6)
+        def attempt(index):
+            with self.app.test_client() as client:
+                client.set_cookie('baiyue_visitor','1'*64)
+                barrier.wait(timeout=5)
+                return client.post('/api/customer/login',json={'username':'admin','password':'wrong'}).status_code
+        with ThreadPoolExecutor(max_workers=6) as executor:
+            statuses=list(executor.map(attempt,range(6)))
+        self.assertEqual(statuses.count(403),5);self.assertEqual(statuses.count(429),1)
+
+    def test_default_local_account_has_explicit_existing_tenants_and_real_users_remain_scoped(self):
+        self.app.config['CUSTOMER_DEMO_TENANT_ID']=''
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='',scope_initialized=0 WHERE username='admin'");connection.commit();connection.close()
+        self.assertTrue(self.login().json['authenticated'])
+        self.assertEqual(self.events('ORDER20260001')[0]['card']['no'],'ORDER20260001')
+        self.assertEqual(self.events('ORDER20260002')[0]['card']['no'],'ORDER20260002')
+        with self.app.app_context():
+            connection=db.connect()
+            order_data.import_records(connection,[{'order_no':'ORDER20260003','tenant_id':'new-ungranted-tenant'}]);connection.commit();connection.close()
+        self.assertIn('未找到',self.events('ORDER20260003')[0]['t'])
+        self.login(username='other')
+        self.assertIn('未找到',self.events('ORDER20260001')[0]['t'])
+        self.assertEqual(self.events('ORDER20260002')[0]['card']['no'],'ORDER20260002')
+
+    def test_removing_a_tenant_grant_revokes_sessions_and_old_scope_history(self):
+        self.app.config['CUSTOMER_DEMO_TENANT_ID']=''
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='',scope_initialized=0 WHERE username='admin'");connection.commit();connection.close()
+        self.login();cid=self.a.post('/api/new_chat').json['id'];self.events('ORDER20260002',cid)
+        with self.app.app_context():
+            connection=db.connect();connection.execute("DELETE FROM customer_tenant_grants WHERE tenant_id='tenant-b'");connection.commit();connection.close()
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.login()
+        self.assertEqual(self.a.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+        self.assertIn('未找到',self.events('ORDER20260002')[0]['t'])
+
+    def test_revoking_every_local_grant_is_not_undone_by_login_or_startup(self):
+        from logistics_chat.customer_service import init_customer_tables
+        self.app.config['CUSTOMER_DEMO_TENANT_ID']=''
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='',scope_initialized=0 WHERE username='admin'");connection.commit();connection.close()
+        self.login()
+        with self.app.app_context():
+            connection=db.connect();connection.execute('DELETE FROM customer_tenant_grants');connection.commit()
+            init_customer_tables(connection);connection.commit();connection.close()
+        self.login()
+        self.assertIn('尚未关联',self.events('ORDER20260001')[0]['t'])
+        with self.app.app_context():
+            connection=db.connect();self.assertEqual(connection.execute('SELECT COUNT(*) FROM customer_tenant_grants').fetchone()[0],0);connection.close()
+
+    def test_server_scope_narrowing_revokes_the_session_and_hides_broader_history(self):
+        self.app.config['CUSTOMER_DEMO_TENANT_ID']=''
+        with self.app.app_context():
+            connection=db.connect();connection.execute("UPDATE customer_users SET tenant_id='',scope_initialized=0 WHERE username='admin'");connection.commit();connection.close()
+        self.login();cid=self.a.post('/api/new_chat').json['id'];self.events('ORDER20260002',cid)
+        self.app.config['ORDER_DATA_TENANT_ID']='tenant-a'
+        self.assertFalse(self.a.get('/api/customer/session').json['authenticated'])
+        self.login()
+        self.assertEqual(self.a.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+        self.assertIn('未找到',self.events('ORDER20260002')[0]['t'])

tests/test_customer_orders.py

@@ -0,0 +1,159 @@
+"""Customer order browsing uses real login and server-side tenant grants."""
+
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from werkzeug.security import generate_password_hash
+from logistics_chat import create_app, db, order_data
+
+
+class CustomerOrderTests(unittest.TestCase):
+    def setUp(self):
+        folder = tempfile.TemporaryDirectory()
+        self.addCleanup(folder.cleanup)
+        root = Path(folder.name)
+        self.app = create_app({'TESTING': True, 'DATABASE': root/'history.db',
+            'UPLOAD_DIR': root/'uploads', 'BACKUP_DIR': root/'backups', 'LOG_DIR': root/'logs',
+            'DEEPSEEK_API_KEY': '', 'CUSTOMER_DEMO_ENABLED': False,
+            'ORDER_DATA_TENANT_ID': '', 'RATE_LIMIT_PER_MIN': 1000})
+        self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key': '1'*64})
+        with self.app.app_context():
+            con = db.connect()
+            password = generate_password_hash('fixture-password')
+            for name, tenant in [('alice', 'a'), ('bob', 'b'), ('empty', '')]:
+                con.execute('INSERT INTO customer_users(username,password_hash,display_name,tenant_id) VALUES(?,?,?,?)',
+                            (name, password, name, tenant))
+            order_data.import_records(con, [dict(tenant_id='a', order_no=f'A2026{i:04}',
+                inbound_code=f'IN2026{i:04}', status='PROCESSING', data_note='private-staff-note',
+                source_order_id='private-source-id') for i in range(25)] +
+                [dict(tenant_id='b', order_no='A20260024', inbound_code='IN20260024', status='DRAFT')])
+            self.foreign_id = con.execute("SELECT id FROM order_test_data WHERE tenant_id='b'").fetchone()[0]
+            con.commit()
+            con.close()
+
+    def login(self, name='alice'):
+        result = self.client.post('/api/customer/login', json={'username': name, 'password': 'fixture-password'})
+        self.assertEqual(result.status_code, 200)
+
+    def test_login_required_and_logout_revokes_browsing(self):
+        self.assertEqual(self.client.get('/api/customer/orders').status_code, 401)
+        self.login()
+        self.assertEqual(self.client.get('/api/customer/orders').status_code, 200)
+        self.client.post('/api/customer/logout')
+        for path in ['/api/customer/orders', '/api/customer/orders/1']:
+            response = self.client.get(path)
+            self.assertEqual(response.status_code, 401)
+            self.assertIn('no-store', response.headers['Cache-Control'])
+
+    def test_scope_cannot_be_forged_and_summary_is_minimal(self):
+        self.login()
+        response = self.client.get('/api/customer/orders?tenant_id=b', headers={'X-Tenant-Id': 'b'})
+        self.assertEqual(response.status_code, 200)
+        data = response.json
+        self.assertEqual(len(data['orders']), 20)
+        self.assertNotIn(self.foreign_id, [item['id'] for item in data['orders']])
+        for item in data['orders']:
+            self.assertEqual(set(item), {'id', 'order_no', 'inbound_code', 'status', 'country_code', 'warehouse_code', 'transport_mode'})
+        self.assertNotIn('private', response.get_data(as_text=True))
+        self.assertIn('no-store', response.headers['Cache-Control'])
+        self.assertEqual(self.client.get(f'/api/customer/orders/{self.foreign_id}?tenant_id=b').status_code, 404)
+
+    def test_cursor_paging_and_invalid_cursor(self):
+        self.login()
+        first = self.client.get('/api/customer/orders').json
+        second = self.client.get('/api/customer/orders', query_string={'before': first['next_before']}).json
+        self.assertEqual(len(second['orders']), 5)
+        self.assertIsNone(second['next_before'])
+        self.assertEqual(first['summary'], {'total': 25, 'pending': 0, 'processing': 25,
+                                          'completed': 0, 'cancelled': 0, 'other': 0})
+        self.assertEqual(second['summary'], first['summary'])
+        self.assertFalse({x['id'] for x in first['orders']} & {x['id'] for x in second['orders']})
+        for value in ['-1', '0', 'NaN', '9223372036854775808']:
+            self.assertEqual(self.client.get('/api/customer/orders', query_string={'before': value}).status_code, 400)
+
+    def test_detail_selects_exact_order_even_with_duplicate_identifiers(self):
+        self.login()
+        row = self.client.get('/api/customer/orders').json['orders'][0]
+        result = self.client.get('/api/customer/orders/'+str(row['id']))
+        self.assertEqual(result.status_code, 200)
+        self.assertEqual(result.json['card']['no'], row['order_no'])
+        self.assertNotIn('private', result.get_data(as_text=True))
+        self.assertIn('no-store', result.headers['Cache-Control'])
+        self.assertEqual(self.client.get('/api/customer/orders/99999').status_code, 404)
+
+    def test_empty_scope_and_configured_tenant_restriction(self):
+        self.login('empty')
+        self.assertEqual(self.client.get('/api/customer/orders').json['orders'], [])
+        self.assertEqual(self.client.get('/api/customer/orders').json['summary']['total'], 0)
+        self.assertEqual(self.client.get('/api/customer/orders/1').status_code, 404)
+        self.app.config['ORDER_DATA_TENANT_ID'] = 'b'
+        self.login()
+        self.assertEqual(self.client.get('/api/customer/orders').json['orders'], [])
+        self.assertEqual(self.client.get('/api/customer/orders').json['summary']['total'], 0)
+        self.assertEqual(self.client.get('/api/customer/orders/1').status_code, 404)
+
+    def test_multiple_grants_and_revocation(self):
+        with self.app.app_context():
+            con = db.connect()
+            con.execute("UPDATE customer_users SET tenant_id='' WHERE username='alice'")
+            con.execute("INSERT INTO customer_tenant_grants SELECT id,'a' FROM customer_users WHERE username='alice'")
+            con.execute("INSERT INTO customer_tenant_grants SELECT id,'b' FROM customer_users WHERE username='alice'")
+            con.commit()
+            con.close()
+        self.login()
+        self.assertEqual(self.client.get('/api/customer/orders').json['orders'][0]['id'], self.foreign_id)
+        self.assertEqual(self.client.get('/api/customer/orders').json['summary']['total'], 26)
+        with self.app.app_context():
+            con = db.connect()
+            con.execute("DELETE FROM customer_tenant_grants WHERE tenant_id='b'")
+            con.commit()
+            con.close()
+        self.assertEqual(self.client.get('/api/customer/orders').status_code, 401)
+
+    def test_unavailable_storage_has_recoverable_error(self):
+        self.login()
+        with patch('logistics_chat.customer_order_service.list_orders', side_effect=order_data.OrderDataUnavailable):
+            response = self.client.get('/api/customer/orders')
+        self.assertEqual(response.status_code, 503)
+        self.assertNotIn('sqlite', response.get_data(as_text=True))
+
+    def test_overview_counts_full_scope_and_filters_before_paging(self):
+        statuses = ['DRAFT', 'SUBMITTED', 'APPROVED', 'ACCEPTED', 'COMPLETED',
+                    'CANCELLED', 'REJECTED', 'UNKNOWN_FUTURE_STATUS']
+        with self.app.app_context():
+            con = db.connect()
+            for index, status in enumerate(statuses):
+                con.execute('UPDATE order_test_data SET status=? WHERE tenant_id=? AND order_no=?',
+                            (status, 'a', f'A2026{index:04}'))
+            con.commit()
+            con.close()
+        self.login()
+        expected = {'total': 25, 'pending': 4, 'processing': 17, 'completed': 1, 'cancelled': 1, 'other': 2}
+        all_data = self.client.get('/api/customer/orders?tenant_id=b').json
+        self.assertEqual(all_data['summary'], expected)
+        for status, count in [('pending', 4), ('processing', 17), ('completed', 1), ('cancelled', 1), ('other', 2)]:
+            with self.subTest(status=status):
+                response = self.client.get('/api/customer/orders', query_string={'status': status, 'tenant_id': 'b'})
+                self.assertEqual(response.status_code, 200)
+                self.assertEqual(len(response.json['orders']), count)
+                self.assertEqual(response.json['summary'], expected)
+                self.assertIsNone(response.json['next_before'])
+                self.assertNotIn(self.foreign_id, [item['id'] for item in response.json['orders']])
+        self.assertEqual({x['status'] for x in self.client.get('/api/customer/orders?status=other').json['orders']},
+                         {'REJECTED', 'UNKNOWN_FUTURE_STATUS'})
+        for status in ['bad', 'PROCESSING', "pending' OR 1=1", '']:
+            self.assertEqual(self.client.get('/api/customer/orders', query_string={'status': status}).status_code, 400)
+
+    def test_filtered_cursor_keeps_summary_and_does_not_include_other_statuses(self):
+        self.login()
+        first = self.client.get('/api/customer/orders?status=processing').json
+        second = self.client.get('/api/customer/orders', query_string={'status': 'processing', 'before': first['next_before']}).json
+        self.assertEqual(len(first['orders']), 20)
+        self.assertEqual(len(second['orders']), 5)
+        self.assertEqual(second['summary']['processing'], 25)
+        empty = self.client.get('/api/customer/orders?status=completed').json
+        self.assertEqual(empty['orders'], [])
+        self.assertEqual(empty['summary']['total'], 25)

tests/test_database_maintenance.py

@@ -0,0 +1,154 @@
+"""CLI database backup, integrity and restore operations."""
+
+import sqlite3
+import subprocess
+import sys
+import tempfile
+import unittest
+from contextlib import closing
+from datetime import datetime, timedelta
+from unittest.mock import patch
+
+from logistics_chat import database_backup
+from pathlib import Path
+
+
+class DatabaseMaintenanceTests(unittest.TestCase):
+    def setUp(self):
+        self.directory = tempfile.TemporaryDirectory()
+        self.addCleanup(self.directory.cleanup)
+        self.root = Path(self.directory.name)
+        self.database = self.root/'history.db'
+        self.backups = self.root/'backups'
+        self.backups.mkdir()
+        with closing(sqlite3.connect(self.database)) as connection:
+            connection.execute('CREATE TABLE records(value TEXT NOT NULL)')
+            connection.execute("INSERT INTO records VALUES('original')")
+            connection.commit()
+
+    def run_cli(self, *args):
+        return subprocess.run([sys.executable, 'scripts/db_maintenance.py', '--db', str(self.database),
+                               '--backup-dir', str(self.backups), *args], capture_output=True, text=True,
+                              encoding='utf-8', timeout=15)
+
+    def test_backup_and_check_create_verified_snapshot(self):
+        result = self.run_cli('backup')
+        self.assertEqual(result.returncode, 0, result.stderr)
+        backup = Path(result.stdout.strip().split(': ', 1)[-1])
+        self.assertTrue(backup.is_file())
+        checked = self.run_cli('check', '--input', str(backup))
+        self.assertEqual(checked.returncode, 0, checked.stderr)
+        self.assertIn('ok', checked.stdout.lower())
+
+    def test_restore_keeps_current_safety_backup_and_replaces_database(self):
+        source = self.backups/'source.db'
+        with closing(sqlite3.connect(source)) as connection:
+            connection.execute('CREATE TABLE records(value TEXT NOT NULL)')
+            connection.execute("INSERT INTO records VALUES('restored')")
+            connection.commit()
+        result = self.run_cli('restore', '--input', str(source), '--service-stopped')
+        self.assertEqual(result.returncode, 0, result.stderr)
+        with closing(sqlite3.connect(self.database)) as connection:
+            self.assertEqual(connection.execute('SELECT value FROM records').fetchone()[0], 'restored')
+        self.assertTrue(list(self.backups.glob('pre-restore-*.db')))
+
+    def test_restore_rejects_a_backup_outside_configured_directory(self):
+        outside = self.root/'outside.db'
+        outside.write_bytes(self.database.read_bytes())
+        result = self.run_cli('restore', '--input', str(outside), '--service-stopped')
+        self.assertNotEqual(result.returncode, 0)
+        with closing(sqlite3.connect(self.database)) as connection:
+            self.assertEqual(connection.execute('SELECT value FROM records').fetchone()[0], 'original')
+
+    def test_restore_requires_explicit_stopped_service_declaration(self):
+        result = self.run_cli('restore', '--input', str(self.backups/'source.db'))
+        self.assertNotEqual(result.returncode, 0)
+
+    def test_corrupt_backup_cannot_overwrite_current_data(self):
+        corrupt = self.backups/'corrupt.db'
+        corrupt.write_bytes(b'not sqlite')
+        result = self.run_cli('restore', '--input', str(corrupt), '--service-stopped')
+        self.assertNotEqual(result.returncode, 0)
+        with closing(sqlite3.connect(self.database)) as connection:
+            self.assertEqual(connection.execute('SELECT value FROM records').fetchone()[0], 'original')
+
+    def test_wal_records_are_present_and_snapshot_does_not_overwrite_existing_file(self):
+        destination = self.backups/'wal.db'
+        with closing(sqlite3.connect(self.database)) as connection:
+            connection.execute('PRAGMA journal_mode=WAL')
+            connection.execute("INSERT INTO records VALUES('committed-wal')")
+            connection.commit()
+            database_backup.snapshot_database(self.database, destination)
+            with closing(sqlite3.connect(destination)) as copied:
+                self.assertEqual(copied.execute('SELECT COUNT(*) FROM records').fetchone()[0], 2)
+            with self.assertRaises(FileExistsError):
+                database_backup.snapshot_database(self.database, destination)
+        self.assertEqual(list(self.backups.glob('*.tmp*')), [])
+
+    def test_restore_of_clean_wal_database_does_not_leave_or_reuse_sidecars(self):
+        with closing(sqlite3.connect(self.database)) as connection:
+            connection.execute('PRAGMA journal_mode=WAL')
+        source = self.backups/'source.db'
+        database_backup.snapshot_database(self.database, source)
+        # A read-only WAL source can leave empty coordination sidecars.
+        with closing(sqlite3.connect(self.database)) as connection:
+            connection.execute('PRAGMA wal_checkpoint(TRUNCATE)')
+        database_backup.restore_database(self.database, source, self.backups)
+        for suffix in ('-wal','-shm'):
+            self.assertFalse(Path(str(self.database)+suffix).exists())
+        database_backup.restore_database(self.database, source, self.backups)
+
+    def test_daily_worker_works_without_requests_retries_failures_and_deduplicates(self):
+        from flask import Flask
+        app = Flask(__name__)
+        app.config.update(DATABASE=self.database, BACKUP_DIR=self.backups)
+        worker = database_backup.DailyBackupWorker(app)
+        tomorrow = datetime.now(database_backup.CHINA_TIME) + timedelta(days=1)
+        with patch('logistics_chat.database_backup.daily_backup', side_effect=OSError('fixture disk full')):
+            with self.assertRaises(OSError):
+                worker.tick(tomorrow)
+        self.assertTrue(worker.tick(tomorrow))
+        self.assertFalse(worker.tick(tomorrow))
+        self.assertEqual(len(list(self.backups.glob('history_*.db'))), 1)
+
+    def test_missing_database_and_invalid_snapshot_are_never_created_or_published(self):
+        missing = self.root/'missing.db'
+        with self.assertRaises(sqlite3.Error):
+            database_backup.snapshot_database(missing, self.backups/'bad.db')
+        self.assertFalse(missing.exists())
+        self.assertFalse((self.backups/'bad.db').exists())
+        self.assertEqual(list(self.backups.glob('*.tmp')), [])
+
+    def test_daily_retention_leaves_upgrade_and_manual_backups_untouched(self):
+        for name in ('history_20000101.db','pre-migration-old.db','manual-old.db','history_invalid.db'):
+            (self.backups/name).write_bytes(b'fixture')
+        database_backup.daily_backup(self.database, self.backups)
+        self.assertFalse((self.backups/'history_20000101.db').exists())
+        for name in ('pre-migration-old.db','manual-old.db','history_invalid.db'):
+            self.assertTrue((self.backups/name).exists())
+
+    def test_daily_backup_keeps_exactly_seven_calendar_dates(self):
+        today = datetime.now(database_backup.CHINA_TIME)
+        for offset in range(1, 9):
+            (self.backups/('history_' + (today-timedelta(days=offset)).strftime('%Y%m%d') + '.db')).write_bytes(b'old')
+        database_backup.daily_backup(self.database, self.backups, today)
+        self.assertEqual(len(list(self.backups.glob('history_*.db'))), 7)
+
+    def test_migration_retention_removes_only_oldest_recognized_snapshots(self):
+        names = []
+        for index in range(7):
+            name = f'pre-migration-20261102-12000{index}-000000-{index:08x}.db'
+            names.append(name)
+            (self.backups/name).write_bytes(b'fixture')
+        (self.backups/'pre-migration-old.db').write_bytes(b'keep')
+        (self.backups/'manual-old.db').write_bytes(b'keep')
+        (self.backups/'pre-migration-20261102-120000-000000-badname.db').write_bytes(b'keep')
+        (self.backups/'pre-migration-20261102-120000-000000-ffffffff.db').mkdir()
+
+        database_backup.prune_migration_snapshots(self.backups, keep=5)
+
+        self.assertEqual([name for name in names if (self.backups/name).exists()], names[2:])
+        self.assertTrue((self.backups/'pre-migration-old.db').exists())
+        self.assertTrue((self.backups/'manual-old.db').exists())
+        self.assertTrue((self.backups/'pre-migration-20261102-120000-000000-badname.db').exists())
+        self.assertTrue((self.backups/'pre-migration-20261102-120000-000000-ffffffff.db').is_dir())

tests/test_deployment.py

@@ -9,6 +9,7 @@ import unittest
 from unittest.mock import patch
 
 from deploy import wsgi
+from staff_fixture import login_staff
 
 
 class DeploymentTests(unittest.TestCase):
@@ -29,9 +30,11 @@ class DeploymentTests(unittest.TestCase):
 
         self.addCleanup(close_handlers)
         client = app.test_client()
-        for path in ('/', '/admin/dashboard', '/api/tickets', '/api/my_orders?phone=123'):
-            self.assertEqual(client.get(path).status_code, 200, path)
+        client.post('/api/visitor/session', json={'key':'1'*64})
+        for path, status in (('/',200), ('/admin/dashboard',302), ('/api/tickets',401), ('/api/my_orders?phone=123',401)):
+            self.assertEqual(client.get(path).status_code, status, path)
         self.assertEqual(client.post('/admin/login', json={'username': 'demo', 'password': 'test-password'}).status_code, 401)
+        login_staff(app, client)
         self.assertEqual(client.post('/api/ticket', json={'content': 'Acceptance ticket', 'phone': '123'}).status_code, 200)
         self.assertEqual(client.get('/api/tickets').json[0]['content'], 'Acceptance ticket')
         uploaded = client.post('/api/upload', data={'file': (io.BytesIO(b'acceptance'), 'note.txt')})

tests/test_dev_integration.py

@@ -0,0 +1,170 @@
+"""Remote dev behavior on the modular backend and the light workspace."""
+
+from datetime import datetime, timezone
+import io
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from openpyxl import load_workbook
+
+from logistics_chat import create_app, db
+from staff_fixture import login_staff
+
+
+class DevIntegrationTests(unittest.TestCase):
+    def setUp(self):
+        directory = tempfile.TemporaryDirectory()
+        self.addCleanup(directory.cleanup)
+        root = Path(directory.name)
+        self.app = create_app({'TESTING': True, 'DATABASE': root/'test.db',
+            'UPLOAD_DIR': root/'uploads', 'BACKUP_DIR': root/'backups', 'LOG_DIR': root/'logs',
+            'DEEPSEEK_API_KEY': '', 'RATE_LIMIT_PER_MIN': 1000})
+        self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key': '1' * 64})
+        login_staff(self.app, self.client)
+
+    def session(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        with patch('logistics_chat.human_service.datetime') as clock:
+            clock.now.return_value = datetime(2026, 10, 31, 8)
+            result = self.client.post('/api/human/request', json={'conv_id': cid}).json
+        return result['session_id']
+
+    def test_new_conversation_persists_one_welcome_before_user_message(self):
+        data = self.client.post('/api/new_chat').json
+        self.assertIn('欢迎', data['welcome'])
+        self.client.post('/stream_chat', json={'msg': '15252125', 'conv_id': data['id']}, buffered=True)
+        messages = self.client.get('/api/get_messages?conv_id='+str(data['id'])).json
+        self.assertEqual([message['role'] for message in messages], ['assistant', 'user', 'assistant'])
+        self.assertEqual(messages[0]['content'], data['welcome'])
+
+    def test_daily_service_hours_and_offline_ticket_on_fresh_database(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        for hour, open_now in ((7, False), (8, True), (21, True), (22, False)):
+            with self.subTest(hour=hour), patch('logistics_chat.human_service.datetime') as clock:
+                clock.now.return_value = datetime(2026, 10, 31, hour)
+                result = self.client.post('/api/human/request', json={'conv_id': cid}).json
+                self.assertEqual(result['ok'], open_now)
+                if not open_now:
+                    self.assertTrue(result['closed'])
+        self.assertEqual(self.client.post('/api/ticket', json={'content': '周末留言'}).json, {'ok': True})
+        self.assertEqual(self.client.get('/api/tickets').json[0]['content'], '周末留言')
+
+    def test_service_hours_use_china_time_even_when_the_host_clock_is_utc(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        for utc_hour, expected in ((0, True),(13, True),(14, False),(23, False)):
+            instant = datetime(2026,10,31,utc_hour,tzinfo=timezone.utc)
+            class HostUtcClock(datetime):
+                @classmethod
+                def now(cls, tz=None):
+                    return instant.astimezone(tz) if tz else instant.replace(tzinfo=None)
+            with self.subTest(utc_hour=utc_hour), patch('logistics_chat.human_service.datetime', HostUtcClock):
+                result = self.client.post('/api/visitor/human/request',json={'conv_id':cid}).json
+                self.assertEqual(result['ok'],expected)
+                if not expected: self.assertTrue(result['closed'])
+
+    def test_transfer_returns_to_queue_preserves_messages_and_note(self):
+        sid = self.session()
+        self.client.post('/api/human/accept', json={'sid': sid})
+        self.client.post('/api/human/note', json={'sid': sid, 'note': '请跟进派送'})
+        self.client.post('/api/human/send', json={'sid': sid, 'side': 'agent', 'content': '正在处理'})
+        self.client.post('/api/human/typing', json={'sid': sid})
+        self.assertEqual(self.client.post('/api/human/transfer', json={'sid': sid}).json, {'ok': True})
+        self.assertEqual(self.client.get('/api/human/active').json, [])
+        self.assertEqual(self.client.get('/api/human/queue').json[0]['id'], sid)
+        state = self.client.get(f'/api/human/poll?sid={sid}').json
+        self.assertEqual(state['note'], '请跟进派送')
+        self.assertFalse(state['typing'])
+        self.assertEqual(state['messages'][0]['content'], '正在处理')
+        self.assertEqual(state['messages'][-1]['side'], 'system')
+        self.assertEqual(self.client.post('/api/human/transfer', json={'sid': sid}).status_code, 409)
+        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')):
+            self.client.post('/api/human/send', json={'sid': sid, 'side': side, 'content': text})
+        before = self.client.get(f'/api/human/poll?sid={sid}').json['messages']
+        mid = before[0]['id']
+        for _ in range(2):
+            self.assertEqual(self.client.post('/api/human/recall', json={'mid': mid}).json, {'ok': True})
+        self.assertEqual(self.client.post('/api/human/recall', json={'mid': before[1]['id']}).status_code, 400)
+        self.assertEqual(self.client.post('/api/human/recall', json={'mid': 99999}).status_code, 404)
+        updates = self.client.get(f'/api/human/poll?sid={sid}&after={before[-1]["id"]}').json['messages']
+        self.assertEqual(len(updates), 1)
+        self.assertEqual(updates[0]['recalled_id'], mid)
+        all_messages = self.client.get(f'/api/human/poll?sid={sid}').json['messages']
+        self.assertEqual(all_messages[0]['content'], '该消息已撤回')
+        self.assertEqual(all_messages[2]['content'], '最新回复')
+
+    def test_ratings_validate_stars_and_feed_admin_stats(self):
+        sid = self.session()
+        for stars in (0, 6, True, '5'):
+            self.assertEqual(self.client.post('/api/rate', json={'sid': sid, 'stars': stars}).status_code, 400)
+        self.assertEqual(self.client.post('/api/rate', json={'sid': 999, 'stars': 5}).status_code, 404)
+        for stars in (4, 5):
+            self.assertEqual(self.client.post('/api/rate', json={'sid': sid, 'stars': stars}).json, {'ok': True})
+        stats = self.client.get('/api/admin/stats').json
+        self.assertEqual((stats['rating_avg'], stats['rating_count']), (4.5, 2))
+
+    def test_excel_export_search_and_legacy_agent_schema(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        with self.app.app_context():
+            db.save_message(cid, 'user', '=SUM(1,2)\n查询专线')
+            connection = db.connect()
+            connection.executescript('DROP TABLE agents; CREATE TABLE agents '
+                '(id INTEGER PRIMARY KEY, username TEXT, password TEXT, name TEXT);'
+                "INSERT INTO agents VALUES(7, 'demo', 'fixture-password', '测试客服');")
+            connection.commit()
+            connection.close()
+            db.init_db()
+        login_staff(self.app, self.client, 'demo', seed=False)
+        results = self.client.get('/api/search_chat?q=专线').json
+        self.assertEqual(len(results), 1)
+        self.assertIn('SUM', results[0]['content'])
+        self.assertEqual(self.client.get('/api/search_chat').json, {'results': []})
+        self.assertEqual(self.client.get('/api/agents/list').json, [{'id': 7, 'username': 'demo', 'name': '测试客服'}])
+        exported = self.client.get('/api/export_chat')
+        self.assertIn('chat_export.xlsx', exported.headers['Content-Disposition'])
+        workbook = load_workbook(io.BytesIO(exported.data))
+        sheet = workbook.active
+        self.assertEqual(sheet['C3'].value, '=SUM(1,2)\n查询专线')
+        self.assertEqual(sheet['C3'].data_type, 's')
+        self.assertEqual(sheet['B3'].value, '客户')
+        workbook.close()
+
+    def test_existing_schema_is_upgraded_without_losing_business_data(self):
+        with self.app.app_context():
+            connection = db.connect()
+            connection.executescript('DROP TABLE human_sessions; DROP TABLE human_messages;'
+                'CREATE TABLE human_sessions(id INTEGER PRIMARY KEY, conv_id INTEGER, status TEXT, ctime TEXT);'
+                'CREATE TABLE human_messages(id INTEGER PRIMARY KEY, session_id INTEGER, side TEXT, content TEXT, ctime TEXT);'
+                "INSERT INTO human_sessions VALUES(1, 1, 'active', 'now');"
+                "INSERT INTO human_messages VALUES(1, 1, 'agent', '保留的回复', 'now');"
+                "INSERT INTO agents VALUES('fixture-agent', 'fixture-password', 'Fixture Agent');")
+            connection.commit()
+            connection.close()
+            db.init_db()
+            db.init_db()
+        state = self.client.get('/api/human/poll?sid=1').json
+        self.assertEqual(state['messages'][0]['content'], '保留的回复')
+        self.assertEqual(state['note'], '')
+        self.assertIn('fixture-agent', [row['username'] for row in self.client.get('/api/agents/list').json])
+
+
+if __name__ == '__main__':
+    unittest.main()

tests/test_frontend.py

@@ -11,7 +11,7 @@ class FrontendTests(unittest.TestCase):
     def test_reply_workflows(self):
         root = Path(__file__).resolve().parents[1]
         result = subprocess.run(
-            ['node', '--test', 'tests/frontend/admin.test.cjs'], cwd=root,
+            ['node', '--test', 'tests/frontend/admin.test.cjs', 'tests/frontend/chat.test.cjs', 'tests/frontend/voice.test.cjs', 'tests/frontend/visitor.test.cjs', 'tests/frontend/drafts.test.cjs', 'tests/frontend/customer_orders.test.cjs'], cwd=root,
             text=True, encoding='utf-8', capture_output=True, timeout=30,
         )
         self.assertEqual(result.returncode, 0, result.stdout + result.stderr)

tests/test_gray_activation.py

@@ -35,7 +35,25 @@ elif name == 'nginx' and '-t' in args and scenario == 'proxy-fail':
     if sum(item[0] == 'nginx' and '-t' in item[1] for item in calls) == 1:
         sys.exit(19)
 elif name == 'curl' and '-w' in args:
-    print('401', end='')
+    calls = [json.loads(line) for line in log.read_text().splitlines()]
+    if scenario == 'reload-pending' and sum(item[0] == 'curl' and '-w' in item[1] for item in calls) == 1:
+        sys.exit(60)
+    if scenario == 'proxy-unsafe':
+        print('200', end='')
+        sys.exit(0)
+    path = '/' + args[-1].split('://', 1)[-1].partition('/')[2]
+    if '-c' in args:
+        pathlib.Path(args[args.index('-c') + 1]).write_text('fixture-visitor-cookie')
+    if '-b' in args:
+        assert pathlib.Path(args[args.index('-b') + 1]).read_text() == 'fixture-visitor-cookie'
+    status = '200' if path == '/' or path == '/api/visitor/session' or (path == '/api/get_history' and '-b' in args) else '401'
+    if scenario == 'visitor-bootstrap-fail' and path == '/api/visitor/session':
+        status = '503'
+    if scenario == 'visitor-history-fail' and path == '/api/get_history' and '-b' in args:
+        status = '503'
+    print(status, end='')
+elif name == 'sleep':
+    pass
 '''
 
 
@@ -47,7 +65,8 @@ class GrayActivationTests(unittest.TestCase):
         directory = Path(temporary.name)
         root = directory / 'gray-logistics-chat'
         proxy = directory / 'proxy'
-        for path in (root / 'data', root / 'logs', root / 'releases', proxy):
+        auth = directory / 'baiyue-logistics-chat-gray-proxy'
+        for path in (root / 'data', root / 'logs', root / 'releases', proxy, auth):
             path.mkdir(parents=True, exist_ok=True)
         (root / '.project').write_text('baiyue-logistics-chat-gray\n')
         (root / 'data/history.db').write_bytes(b'preserve-existing-data')
@@ -61,18 +80,22 @@ class GrayActivationTests(unittest.TestCase):
         (root / 'current-release').write_text(str(previous) + '\n')
         old_site = '# Managed for baiyue-logistics-chat-gray\n# previous site\n'
         (proxy / 'baiyue-logistics-chat-gray.conf').write_text(old_site)
-        (proxy / '.baiyue-logistics-chat.htpasswd').write_text('previous-auth-hash\n')
+        (auth / '.project').write_text('another-service\n' if scenario == 'unowned-auth' else 'baiyue-logistics-chat-gray\n')
+        (auth / 'access.htpasswd').write_text('previous-auth-hash\n')
         unrelated = proxy / 'unrelated.conf'
         unrelated.write_text('# unrelated site\n')
         config = GrayConfig('chat.example.com', 29013, str(root), str(root / 'releases/new'),
                             str(proxy), str(certificate), str(private_key), 'a'*40,
-                            'baiyue-logistics-chat-gray:' + 'a'*12 + '-b7', 'sha256:' + 'b'*64, 'sha256:' + 'c'*64)
+                            'baiyue-logistics-chat-gray:' + 'a'*12 + '-b7', 'sha256:' + 'd'*64, 'sha256:' + 'c'*64, str(auth))
         release = Path(config.release)
         write_release(release, config, 'fixture-model-key')
+        # Docker 26 and 29 may assign different IDs after an archive is loaded.
+        loaded_id = ('e' if scenario == 'image-mismatch' else 'b') * 64
+        (release / 'loaded-image-ids.env').write_text('CHAT_IMAGE_ID=sha256:' + loaded_id + '\n')
         (release / 'site.htpasswd').write_text('new-auth-hash\n')
         commands = directory / 'commands'
         commands.mkdir()
-        for name in ('docker', 'nginx', 'openssl', 'ss', 'curl'):
+        for name in ('docker', 'nginx', 'openssl', 'ss', 'curl', 'sleep'):
             command = commands / name
             command.write_text('#!' + sys.executable + '\n' + FAKE_COMMAND)
             command.chmod(0o755)
@@ -84,6 +107,7 @@ class GrayActivationTests(unittest.TestCase):
                                 env=environment, capture_output=True, text=True, timeout=30)
         self.assertEqual((root / 'data/history.db').read_bytes(), b'preserve-existing-data')
         self.assertEqual(unrelated.read_text(), '# unrelated site\n')
+        self.assertFalse(list(release.glob('.visitor-smoke.*')), 'Temporary visitor cookies must be removed on success and rollback')
         calls = [json.loads(line) for line in log.read_text().splitlines()]
         return result, root, proxy, previous, release, old_site, calls
 
@@ -92,19 +116,58 @@ class GrayActivationTests(unittest.TestCase):
         self.assertEqual(result.returncode, 0, result.stderr)
         self.assertEqual((root / 'current-release').read_text().strip(), str(release))
         self.assertIn('server_name chat.example.com', (proxy / 'baiyue-logistics-chat-gray.conf').read_text())
+        auth = proxy.parent / 'baiyue-logistics-chat-gray-proxy'
+        self.assertEqual((auth / 'access.htpasswd').read_text(), 'new-auth-hash\n')
+        self.assertIn(str(auth / 'access.htpasswd'), (proxy / 'baiyue-logistics-chat-gray.conf').read_text())
+        self.assertEqual(auth.stat().st_mode & 0o777, 0o755)
+        self.assertEqual((auth / 'access.htpasswd').stat().st_mode & 0o777, 0o644)
 
     def assert_rolled_back(self, scenario):
         result, root, proxy, previous, release, old_site, calls = self.run_activation(scenario)
         self.assertNotEqual(result.returncode, 0)
         self.assertEqual((root / 'current-release').read_text().strip(), str(previous))
         self.assertEqual((proxy / 'baiyue-logistics-chat-gray.conf').read_text(), old_site)
-        self.assertEqual((proxy / '.baiyue-logistics-chat.htpasswd').read_text(), 'previous-auth-hash\n')
+        self.assertEqual((proxy.parent / 'baiyue-logistics-chat-gray-proxy/access.htpasswd').read_text(), 'previous-auth-hash\n')
         self.assertTrue(any(name == 'docker' and 'up' in args and str(previous / 'release.env') in args
                             for name, args in calls), result.stderr)
+        return result
 
     def test_failed_application_restores_previous_release(self):
         self.assert_rolled_back('app-fail')
 
+    def test_async_nginx_reload_waits_for_the_new_tls_workers(self):
+        result, root, proxy, previous, release, old_site, calls = self.run_activation('reload-pending')
+        self.assertEqual(result.returncode, 0, result.stderr)
+        self.assertEqual((root / 'current-release').read_text().strip(), str(release))
+        self.assertTrue(any(name == 'sleep' for name, args in calls))
+
+    def test_unprotected_proxy_never_publishes_the_release_pointer(self):
+        self.assert_rolled_back('proxy-unsafe')
+
+    def test_failed_visitor_bootstrap_rolls_back_and_removes_cookie_file(self):
+        result = self.assert_rolled_back('visitor-bootstrap-fail')
+        self.assertIn('Guest session bootstrap verification failed.', result.stderr)
+
+    def test_failed_cookie_history_rolls_back_and_removes_cookie_file(self):
+        result = self.assert_rolled_back('visitor-history-fail')
+        self.assertIn('Guest history verification failed.', result.stderr)
+
+    def test_image_retagged_after_verified_load_is_rejected_before_activation(self):
+        result, root, proxy, previous, release, old_site, calls = self.run_activation('image-mismatch')
+        self.assertNotEqual(result.returncode, 0)
+        self.assertEqual((root / 'current-release').read_text().strip(), str(previous))
+        self.assertEqual((proxy / 'baiyue-logistics-chat-gray.conf').read_text(), old_site)
+        self.assertFalse(any(name == 'docker' and 'compose' in args for name, args in calls))
+
+    def test_password_directory_owned_by_another_service_is_not_modified(self):
+        result, root, proxy, previous, release, old_site, calls = self.run_activation('unowned-auth')
+        self.assertNotEqual(result.returncode, 0)
+        auth = proxy.parent / 'baiyue-logistics-chat-gray-proxy'
+        self.assertEqual((auth / '.project').read_text(), 'another-service\n')
+        self.assertEqual((auth / 'access.htpasswd').read_text(), 'previous-auth-hash\n')
+        self.assertEqual((root / 'current-release').read_text().strip(), str(previous))
+        self.assertFalse(any(name == 'docker' and 'compose' in args for name, args in calls))
+
     def test_invalid_nginx_configuration_restores_previous_site_and_application(self):
         self.assert_rolled_back('proxy-fail')
 

tests/test_gray_config.py

@@ -4,6 +4,7 @@ from dataclasses import replace
 from pathlib import Path
 import tempfile
 import unittest
+import re
 
 from dotenv import dotenv_values
 
@@ -57,6 +58,30 @@ class GrayConfigTests(unittest.TestCase):
                 self.assertNotIn(key, (path / name).read_text(encoding='utf-8'))
             self.assertIn('auth_basic_user_file', (path / 'site.conf').read_text(encoding='utf-8'))
 
+    def test_public_allowlist_keeps_staff_search_exports_and_order_endpoints_protected(self):
+        config = GrayConfig.from_environment(self.settings()).nginx_config()
+        self.assertTrue(config.startswith('# Managed for baiyue-logistics-chat-gray;'))
+        match = re.search(r'location ~ (\S+) \{([^}]+)\}', config)
+        self.assertIsNotNone(match)
+        pattern, body = match.groups()
+        self.assertIn('auth_basic off;', body)
+        self.assertIn('auth_basic "Baiyue gray acceptance";', config)
+        for path in ('/healthz','/stream_chat','/api/visitor/session','/api/get_history','/api/get_messages',
+                     '/api/customer/session','/api/customer/login','/api/customer/logout',
+                     '/api/customer/orders','/api/customer/orders/123',
+                     '/api/del_history','/api/clear_all','/api/visitor/human/request','/api/visitor/human/poll',
+                     '/api/visitor/human/send','/api/visitor/human/close','/api/speech/transcribe'):
+            with self.subTest(public_path=path):self.assertRegex(path,pattern)
+        for path in ('/admin/dashboard','/api/export_chat','/api/search_chat','/api/my_orders','/api/tickets',
+                     '/api/human/queue','/api/human/poll','/api/human/send','/api/staff/uploads/private.txt',
+                     '/api/visitor/human/accept','/api/customer/users','/api/customer/session/extra',
+                     '/api/customer/orders/123/edit','/api/customer/orders/export','/api/customer/orders/123/',
+                     '/api/get_history/unknown','/api/unknown'):
+            with self.subTest(staff_path=path):self.assertNotRegex(path,pattern)
+        example=(Path(__file__).resolve().parents[1]/'deploy/nginx.conf.example').read_text(encoding='utf-8')
+        self.assertEqual(re.search(r'location ~ (\S+) \{',example)[1],pattern)
+        self.assertIn('location = / {\n        auth_basic off;',config)
+
     def test_invalid_model_credential_does_not_create_a_release_directory(self):
         config = GrayConfig.from_environment(self.settings())
         with tempfile.TemporaryDirectory() as directory:
@@ -65,6 +90,32 @@ class GrayConfigTests(unittest.TestCase):
                 write_release(path, config, 'fixture-key\nANOTHER_SETTING=bad')
             self.assertFalse(path.exists())
 
+    def test_baidu_credentials_only_enter_private_runtime_file(self):
+        config = GrayConfig.from_environment(self.settings())
+        speech = {'ASR_PROVIDER': 'baidu', 'BAIDU_ASR_API_KEY': 'fixture-${asr-key}',
+                  'BAIDU_ASR_SECRET_KEY': "fixture-asr-secret's", 'FFMPEG_BIN': r'C:\local\ffmpeg.exe'}
+        with tempfile.TemporaryDirectory() as directory:
+            path = Path(directory) / 'release'
+            write_release(path, config, 'fixture-model-key', speech)
+            runtime = dotenv_values(path / 'runtime.env', interpolate=False)
+            self.assertEqual(runtime['ASR_PROVIDER'], 'baidu')
+            for key in ('BAIDU_ASR_API_KEY', 'BAIDU_ASR_SECRET_KEY'):
+                self.assertEqual(runtime[key], speech[key])
+                for file in path.iterdir():
+                    if file.name != 'runtime.env':
+                        self.assertNotIn(speech[key], file.read_text(encoding='utf-8'))
+            self.assertNotIn('FFMPEG_BIN', runtime)
+
+    def test_incomplete_or_multiline_speech_credentials_are_rejected_before_writing(self):
+        config = GrayConfig.from_environment(self.settings())
+        for speech in ({'ASR_PROVIDER': 'baidu'}, {'ASR_PROVIDER': 'unknown'},
+                       {'ASR_PROVIDER': 'baidu', 'BAIDU_ASR_API_KEY': 'key', 'BAIDU_ASR_SECRET_KEY': 'secret\nOTHER=bad'}):
+            with self.subTest(provider=speech['ASR_PROVIDER']), tempfile.TemporaryDirectory() as directory:
+                path = Path(directory) / 'release'
+                with self.assertRaises(ValueError):
+                    write_release(path, config, 'fixture-key', speech)
+                self.assertFalse(path.exists())
+
 
 if __name__ == '__main__':
     unittest.main()

tests/test_gray_image_transfer.py

@@ -0,0 +1,79 @@
+"""Verify the real remote image-load guard without contacting Docker or a host."""
+
+import gzip
+import hashlib
+import os
+from pathlib import Path
+import shutil
+import subprocess
+import sys
+import tempfile
+import unittest
+
+
+@unittest.skipUnless(os.name == 'posix' and shutil.which('bash'), 'Image transfer requires Linux Bash')
+class GrayImageTransferTests(unittest.TestCase):
+    def run_load(self, scenario):
+        temporary = tempfile.TemporaryDirectory()
+        self.addCleanup(temporary.cleanup)
+        directory = Path(temporary.name)
+        root = directory / 'gray-logistics-chat'
+        release = root / 'releases/build'
+        release.mkdir(parents=True)
+        (root / '.project').write_text('baiyue-logistics-chat-gray\n')
+        archive = release / 'images.tar.gz'
+        archive.write_bytes(gzip.compress(b'fixture-image-archive'))
+        checksum = hashlib.sha256(archive.read_bytes()).hexdigest()
+        if scenario == 'corrupt':
+            archive.write_bytes(archive.read_bytes() + b'changed-in-transit')
+        commands = directory / 'commands'
+        commands.mkdir()
+        docker = commands / 'docker'
+        docker.write_text('#!' + sys.executable + '\n' + '''import os, pathlib, sys
+args = sys.argv[1:]
+with pathlib.Path(os.environ['FAKE_LOG']).open('a') as output:
+    output.write(' '.join(args) + '\\n')
+if args == ['load']:
+    assert sys.stdin.buffer.read() == b'fixture-image-archive'
+elif args[:2] == ['image', 'inspect']:
+    if args[3] == '{{.Id}}':
+        print('sha256:' + ('b' if '-gray:' in args[-1] else 'c') * 64)
+    else:
+        print(('e' if os.environ['FAKE_SCENARIO'] == 'wrong-source' else 'a') * 40)
+else:
+    sys.exit(3)
+''')
+        docker.chmod(0o755)
+        publish = (Path(__file__).resolve().parents[1] / 'deploy/publish-gray.sh').read_text()
+        remote = publish.split("<<'LOAD'\n", 1)[1].split('\nLOAD\n', 1)[0]
+        log = directory / 'commands.log'
+        environment = dict(os.environ, PATH=str(commands) + os.pathsep + os.environ['PATH'],
+                           FAKE_LOG=str(log), FAKE_SCENARIO=scenario)
+        result = subprocess.run(['bash', '-s', '--', str(root), str(release), checksum,
+                                 'baiyue-logistics-chat-gray:' + 'a' * 12 + '-b7',
+                                 'baiyue-logistics-chat-certbot:' + 'a' * 12 + '-b7', 'a' * 40],
+                                input=remote, env=environment, capture_output=True, text=True, timeout=15)
+        return result, release, log
+
+    def test_verified_archive_records_target_ids_and_removes_archive(self):
+        result, release, log = self.run_load('success')
+        self.assertEqual(result.returncode, 0, result.stderr)
+        receipt = (release / 'loaded-image-ids.env').read_text()
+        self.assertIn('CHAT_IMAGE_ID=sha256:' + 'b' * 64, receipt)
+        self.assertIn('CERTBOT_IMAGE_ID=sha256:' + 'c' * 64, receipt)
+        self.assertFalse((release / 'images.tar.gz').exists())
+
+    def test_modified_archive_is_rejected_before_docker_load(self):
+        result, release, log = self.run_load('corrupt')
+        self.assertNotEqual(result.returncode, 0)
+        self.assertFalse(log.exists())
+        self.assertFalse((release / 'loaded-image-ids.env').exists())
+
+    def test_wrong_source_cannot_create_a_verified_receipt(self):
+        result, release, log = self.run_load('wrong-source')
+        self.assertNotEqual(result.returncode, 0)
+        self.assertFalse((release / 'loaded-image-ids.env').exists())
+
+
+if __name__ == '__main__':
+    unittest.main()

tests/test_gray_order_import.py

@@ -0,0 +1,102 @@
+"""Run the real private-import guard against a disposable database and fake Docker."""
+
+import hashlib
+import json
+import os
+from pathlib import Path
+import shutil
+import sqlite3
+import subprocess
+import sys
+import tempfile
+import unittest
+
+from logistics_chat.order_data import import_records
+
+
+@unittest.skipUnless(os.name == 'posix' and shutil.which('bash'), 'Private import requires Linux Bash')
+class GrayOrderImportTests(unittest.TestCase):
+    def run_import(self, corrupt=False):
+        temporary = tempfile.TemporaryDirectory()
+        self.addCleanup(temporary.cleanup)
+        directory = Path(temporary.name)
+        root = directory / 'gray-logistics-chat'
+        release_id = 'a' * 12 + '-b7'
+        release = root / 'releases' / release_id
+        release.mkdir(parents=True)
+        (root / '.project').write_text('baiyue-logistics-chat-gray\n')
+        (root / 'current-release').write_text(str(release) + '\n')
+        data = root / 'data'
+        (data / 'backups').mkdir(parents=True)
+        database = data / 'history.db'
+        with sqlite3.connect(database) as connection:
+            connection.execute('CREATE TABLE messages (content TEXT)')
+            connection.execute("INSERT INTO messages VALUES ('keep chat history')")
+            import_records(connection, [{'order_no': 'EXISTING1', 'source_order_id': '1',
+                'tenant_id': 'test', 'gross_weight_kg': 'manual weight',
+                'tracking_json': [{'manual': True}]}])
+        orders = [{'order_no': 'EXISTING1', 'source_order_id': '1', 'tenant_id': 'test', 'gross_weight_kg': 'source weight'},
+                  {'order_no': 'NEW00002', 'source_order_id': '2', 'tenant_id': 'test'}]
+        tracking = [{'order_no': row['order_no'], 'source_order_id': row['source_order_id'],
+                     'tenant_id': 'test', 'tracking_json': [{'code': 'IN_TRANSIT', 'actual_at': '2026-10-30'}]}
+                    for row in orders]
+        hashes = []
+        for name, records in [('order-input.json', orders), ('tracking-input.json', tracking)]:
+            path = release / name
+            path.write_text(json.dumps({'orders': records}))
+            hashes.append(hashlib.sha256(path.read_bytes()).hexdigest())
+        if corrupt:
+            (release / 'order-input.json').write_text('changed in transit')
+        commands = directory / 'commands'
+        commands.mkdir()
+        docker = commands / 'docker'
+        docker.write_text('#!' + sys.executable + '\n' + '''import os, pathlib, subprocess, sys
+args = sys.argv[1:]
+if args[0] == 'inspect':
+    print('a'*40 if 'revision' in args[2] else 'baiyue-logistics-chat-gray')
+elif args[0] == 'exec':
+    command = [sys.executable] + args[3:]
+    command = [value.replace('/var/lib/baiyue-logistics-chat', os.environ['FAKE_DATA']) for value in command]
+    if len(command) > 1 and command[1] != '-c':
+        command[1] = str(pathlib.Path(os.environ['FAKE_SOURCE']) / command[1])
+    sys.exit(subprocess.run(command).returncode)
+else:
+    sys.exit(3)
+''')
+        docker.chmod(0o755)
+        source = Path(__file__).resolve().parents[1]
+        script = (source / 'deploy/import-gray-order-samples.sh').read_text()
+        remote = script.split("<<'IMPORT'\n", 1)[1].split('\nIMPORT\n', 1)[0]
+        environment = dict(os.environ, PATH=str(commands) + os.pathsep + os.environ['PATH'],
+                           FAKE_DATA=str(data), FAKE_SOURCE=str(source))
+        result = subprocess.run(['bash', '-s', '--', str(root), release_id, 'a' * 40, *hashes],
+                                input=remote, env=environment, capture_output=True, text=True, timeout=30)
+        return result, data, release, release_id
+
+    def test_import_backs_up_and_preserves_manual_fields_tracking_and_chat_history(self):
+        result, data, release, release_id = self.run_import()
+        self.assertEqual(result.returncode, 0, result.stderr)
+        with sqlite3.connect(data / 'history.db') as connection:
+            self.assertEqual(connection.execute('SELECT content FROM messages').fetchall(), [('keep chat history',)])
+            row = connection.execute('SELECT gross_weight_kg,tracking_json FROM order_test_data WHERE order_no="EXISTING1"').fetchone()
+            self.assertEqual(row[0], 'manual weight')
+            self.assertEqual(json.loads(row[1]), [{'manual': True}])
+            self.assertEqual(connection.execute('SELECT COUNT(*) FROM order_test_data').fetchone()[0], 2)
+            row = connection.execute('SELECT tracking_json FROM order_test_data WHERE order_no="NEW00002"').fetchone()
+            self.assertEqual(json.loads(row[0])[0]['code'], 'IN_TRANSIT')
+        with sqlite3.connect(data / 'backups' / ('pre-order-import-' + release_id + '.db')) as backup:
+            self.assertEqual(backup.execute('SELECT COUNT(*) FROM order_test_data').fetchone()[0], 1)
+        self.assertFalse((data / 'imports' / release_id).exists())
+        self.assertFalse((release / 'order-input.json').exists())
+        self.assertFalse((release / 'tracking-input.json').exists())
+
+    def test_corrupt_snapshot_is_rejected_before_database_changes(self):
+        result, data, release, release_id = self.run_import(corrupt=True)
+        self.assertNotEqual(result.returncode, 0)
+        with sqlite3.connect(data / 'history.db') as connection:
+            self.assertEqual(connection.execute('SELECT COUNT(*) FROM order_test_data').fetchone()[0], 1)
+        self.assertFalse(list((data / 'backups').iterdir()))
+
+
+if __name__ == '__main__':
+    unittest.main()

tests/test_order_data.py

@@ -0,0 +1,232 @@
+"""Local order snapshots, exact lookup and conversational order queries."""
+
+import json
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from logistics_chat import create_app, db, order_data
+from logistics_chat.tracking import CARD_PREFIX, card_to_text
+
+
+class OrderDataTests(unittest.TestCase):
+    def setUp(self):
+        folder = tempfile.TemporaryDirectory()
+        self.addCleanup(folder.cleanup)
+        root = Path(folder.name)
+        self.app = create_app({'TESTING':True, 'DATABASE':root/'history.db',
+            'UPLOAD_DIR':root/'uploads', 'BACKUP_DIR':root/'backups', 'LOG_DIR':root/'logs',
+            'DEEPSEEK_API_KEY':'', 'ORDER_DATA_TENANT_ID':'', 'RATE_LIMIT_PER_MIN':1000})
+        self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key':'1'*64})
+        self.context = self.app.app_context()
+        self.context.push()
+        self.addCleanup(self.context.pop)
+        self.record = {'source_order_id':'999999999999999999', 'tenant_id':'tenant-a',
+            'order_no':'FL202610290001', 'inbound_code':'INB20261029001-01', 'shipment_id':'shipment00208',
+            'status':'PROCESSING', 'country_code':'US', 'transport_mode':'SEA', 'warehouse_code':'TEST1',
+            'order_role':'MASTER', 'package_count':3, 'gross_weight_kg':'30.000', 'volume_cbm':'0.2500',
+            'history_json':[{'time':'2026-10-28 10:00', 'status':'SUBMITTED'},
+                            {'time':'2026-10-29 10:00', 'status':'PROCESSING'}]}
+        self.import_rows([self.record])
+        self.assertTrue(self.client.post('/api/customer/login',json={'username':'admin','password':'123456'}).json['ok'])
+        self.client.get('/api/customer/session')
+
+    def import_rows(self, rows, replace=False):
+        connection = db.connect()
+        try:
+            with connection:
+                return order_data.import_records(connection, rows, replace=replace)
+        finally:
+            connection.close()
+
+    def events(self, message, cid=None):
+        response = self.client.post('/stream_chat', json={'msg':message, 'conv_id':cid})
+        self.assertEqual(response.status_code, 200)
+        return [json.loads(frame[6:]) for frame in response.get_data(as_text=True).split('\n\n') if frame.startswith('data: ')]
+
+    def test_identifiers_are_exact_case_insensitive_and_preserve_suffixes(self):
+        for value in ('fl202610290001', 'INB20261029001-01', 'shipment00208'):
+            self.assertEqual(order_data.lookup_order(value)[0]['order_no'], self.record['order_no'])
+            self.assertEqual(self.events('查询 '+value)[0]['card']['no'], self.record['order_no'])
+        self.assertEqual(order_data.lookup_order('FL20261029000'), [])
+        self.assertEqual(order_data.extract_reference('查询 INB20261029001-01'), ['INB20261029001-01'])
+        self.import_rows([{**self.record,'order_no':'BOX100x100x100'}])
+        self.assertEqual(self.events('查询 BOX100x100x100')[0]['card']['no'],'BOX100x100x100')
+
+    def test_weight_dates_and_attachment_urls_are_not_order_identifiers(self):
+        for text in ('2000KG海运报价', '100000 kg海运报价', '30.000000 KG', '2026-10-29',
+                     '2026-10-29T16:53:00', '100x100x100cm', '1200 × 800 × 600 mm',
+                     '1.2x0.8x0.6m', '[文件]/uploads/20261029100145_6787.txt'):
+            self.assertEqual(order_data.extract_reference(text), [])
+        events = self.events('帮我查询物流轨迹')
+        self.assertIn('入仓码', events[0]['t'])
+        self.assertEqual(events[-1], {'d':1})
+
+    def test_direct_inbound_lookup_and_followup_keep_the_inbound_identity(self):
+        cid=self.client.post('/api/new_chat').json['id']
+        card=self.events(self.record['inbound_code'],cid)[0]['card']
+        self.assertEqual(card['no'],self.record['order_no'])
+        self.assertTrue(card['summary'].startswith('入仓码 '+self.record['inbound_code']))
+        self.assertEqual(next(item['value'] for item in card['fields'] if item['key']=='number'),self.record['order_no'])
+        self.import_rows([{**self.record,'gross_weight_kg':'42.000'}],replace=True)
+        followup=self.events('现在到哪了',cid)[0]['card']
+        self.assertTrue(followup['summary'].startswith('入仓码 '+self.record['inbound_code']))
+        self.assertEqual(next(item['value'] for item in followup['fields'] if item['key']=='weight'),'42.000 kg')
+
+    def test_missing_inbound_code_is_not_replaced_by_the_internal_order_number(self):
+        self.import_rows([{**self.record,'inbound_code':None}],replace=True)
+        card=self.events(self.record['order_no'])[0]['card']
+        self.assertFalse(any(item['key']=='inbound' for item in card['fields']))
+        self.assertTrue(card['summary'].startswith('订单号 '+self.record['order_no']))
+
+    def test_order_identifiers_remain_queryable_alongside_quantities_and_dates(self):
+        for message in ('查询 FL202610290001，2026-10-29T16:53:00 提交的',
+                        'FL202610290001 30.000000 KG', 'FL202610290001 100x100x100cm',
+                        'FL202610290001 运费多少钱？'):
+            with self.subTest(message=message):
+                event = self.events(message)[0]
+                if '运费' in message:
+                    self.assertIn('未记录实际运费', event['t'])
+                else:
+                    self.assertEqual(event['card']['no'], self.record['order_no'])
+
+    def test_unknown_orders_never_produce_fake_tracking_or_call_model(self):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events = self.events('查询 UNKNOWN20260001')
+        self.assertIn('未找到', events[0]['t'])
+        self.assertFalse(any('card' in event for event in events))
+        self.assertEqual(events[-1], {'d':1})
+        model.assert_not_called()
+
+    def test_unimplemented_bulk_queries_ask_for_identifier_instead_of_inventing_records(self):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            events = self.events('列出所有订单')
+        self.assertIn('请提供入仓码', events[0]['t'])
+        model.assert_not_called()
+
+    def test_server_tenant_scope_and_ambiguous_identifiers(self):
+        self.import_rows([{**self.record, 'tenant_id':'tenant-b', 'gross_weight_kg':'99'}])
+        fields = self.events(self.record['order_no'])[0]['card']['fields']
+        self.assertEqual(next(field['value'] for field in fields if field['key']=='weight'), '30.000 kg')
+        self.app.config['ORDER_DATA_TENANT_ID'] = 'tenant-a'
+        rows = order_data.lookup_order(self.record['order_no'])
+        self.assertEqual(len(rows), 1)
+        self.assertEqual(rows[0]['gross_weight_kg'], '30.000')
+        self.app.config['ORDER_DATA_TENANT_ID'] = 'unknown-tenant'
+        self.assertEqual(order_data.lookup_order(self.record['order_no']), [])
+
+    def test_manual_changes_are_visible_and_reimport_preserves_them_by_default(self):
+        connection = db.connect()
+        connection.execute("UPDATE order_test_data SET gross_weight_kg='42.000' WHERE order_no=?", (self.record['order_no'],))
+        connection.commit()
+        connection.close()
+        self.assertEqual(self.import_rows([self.record]), {'imported':0, 'preserved':1})
+        fields = self.events(self.record['order_no'])[0]['card']['fields']
+        self.assertEqual(next(field['value'] for field in fields if field['key']=='weight'), '42.000 kg')
+        self.import_rows([self.record], replace=True)
+        self.assertEqual(order_data.lookup_order(self.record['order_no'])[0]['gross_weight_kg'], '30.000')
+
+    def test_new_table_records_can_be_added_without_touching_source_database(self):
+        self.import_rows([{**self.record, 'order_no':'LOCAL20260002', 'shipment_id':'localship002'}])
+        self.assertEqual(self.events('查询 LOCAL20260002')[0]['card']['no'], 'LOCAL20260002')
+
+    def test_business_status_history_does_not_claim_delivery_or_invent_transport_events(self):
+        self.import_rows([{**self.record, 'status':'COMPLETED'}], replace=True)
+        card = self.events(self.record['order_no'])[0]['card']
+        self.assertEqual(card['status'], '头程订单已完成')
+        self.assertNotIn('已签收', json.dumps(card, ensure_ascii=False))
+        self.assertEqual([node['time'] for node in card['nodes']], ['2026-10-29 10:00','2026-10-28 10:00'])
+        self.assertTrue(all(not node['place'] for node in card['nodes']))
+
+    def test_children_do_not_reuse_parent_total_weight(self):
+        self.import_rows([{**self.record, 'order_no':'CHILD20260001-01', 'order_role':'CHILD',
+            'gross_weight_kg':None, 'package_count':None, 'volume_cbm':None,
+            'parent_order_no':self.record['order_no'], 'data_note':'子单独立货物数据未提供'}])
+        card = self.events('CHILD20260001-01')[0]['card']
+        self.assertFalse(any(field['key']=='weight' for field in card['fields']))
+        self.assertEqual(next(field['value'] for field in card['fields'] if field['key']=='parent'), self.record['order_no'])
+
+    def test_tracking_queries_and_followups_read_linked_facts_without_calling_model(self):
+        self.import_rows([{**self.record, 'tracking_json': [
+            {'code': 'DEPARTED_ORIGIN_PORT', 'actual_at': '2026-10-28 10:00', 'shipment_key': '1'},
+            {'code': 'ARRIVED_DESTINATION_PORT', 'estimated_at': '2026-11-02 10:00', 'shipment_key': '1'},
+        ]}], replace=True)
+        cid = self.client.post('/api/new_chat').json['id']
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            for message in (self.record['order_no']+' 物流轨迹', '到哪里了？', '那到港了吗？', '这票签收了吗？',
+                            '轨迹呢？', '现在到哪了？', '什么时候到港？', '预计什么时候到？', '还要多久？'):
+                card = self.events(message, cid)[0]['card']
+                self.assertEqual(card['node_kind'], 'logistics')
+                self.assertEqual(card['tracking_status'], '船舶已离开起运港')
+                self.assertEqual(card['nodes'][0]['text'], '船舶已离开起运港')
+                self.assertEqual(card['estimated_nodes'][0]['text'], '预计到达目的港')
+                self.assertIn('预计到达目的港', card_to_text(CARD_PREFIX+json.dumps(card)))
+                self.assertNotIn('已签收', json.dumps(card, ensure_ascii=False))
+        model.assert_not_called()
+        self.assertIsNone(order_data.answer_query('美国30KG报价', cid))
+
+    def test_followups_refresh_local_data_and_remain_within_conversation(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        self.events(self.record['order_no'], cid)
+        connection = db.connect()
+        connection.execute("UPDATE order_test_data SET gross_weight_kg='45.000' WHERE order_no=?", (self.record['order_no'],))
+        connection.commit()
+        connection.close()
+        card = self.events('这票重量是多少？',cid)[0]['card']
+        self.assertEqual(card['no'], self.record['order_no'])
+        self.assertEqual(next(field['value'] for field in card['fields'] if field['key']=='weight'), '45.000 kg')
+        self.assertIn('未记录实际运费', self.events('这票运费多少钱？',cid)[0]['t'])
+        self.assertEqual(self.events('那状态呢？',cid)[0]['card']['no'], self.record['order_no'])
+        self.events('查询 UNKNOWN20260001',cid)
+        self.assertIn('未找到', self.events('这票重量呢？',cid)[0]['t'])
+        other_cid = self.client.post('/api/new_chat').json['id']
+        self.assertIsNone(order_data.answer_query('这票重量是多少？', other_cid))
+
+    def test_new_shipping_questions_do_not_reuse_previous_order(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        self.events(self.record['order_no'], cid)
+        for message in ('现在有30KG货物想发美国，运费多少？', '美国海运费用怎么算？', '报价30公斤到德国', '物流状态是什么意思？'):
+            with self.subTest(message=message):
+                self.assertIsNone(order_data.answer_query(message, cid))
+        db.save_message(cid, 'user', '美国海运费用怎么算？')
+        db.save_message(cid, 'assistant', '海运费用与重量及目的地有关。')
+        self.assertIsNone(order_data.answer_query('那状态呢？', cid))
+
+    def test_short_order_followups_read_facts_without_calling_model(self):
+        cid = self.client.post('/api/new_chat').json['id']
+        self.events(self.record['order_no'], cid)
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            for message in ('多少公斤？', '有几箱？', '体积呢？', '那状态呢？'):
+                with self.subTest(message=message):
+                    self.assertEqual(self.events(message, cid)[0]['card']['no'], self.record['order_no'])
+        model.assert_not_called()
+
+    def test_card_storage_and_model_context_contain_only_selected_facts(self):
+        card = self.events(self.record['order_no'])[0]['card']
+        text = card_to_text(CARD_PREFIX+json.dumps(card))
+        self.assertIn('30.000', text)
+        self.assertIn('US', text)
+        self.assertNotIn('测试', text)
+        self.assertNotIn('tenant_id', text)
+        self.assertNotIn('customer_name', json.dumps(card))
+
+    def test_invalid_history_is_safe_and_read_failure_is_explicit(self):
+        connection = db.connect()
+        connection.execute("UPDATE order_test_data SET history_json='invalid'")
+        connection.commit()
+        self.assertEqual(self.events(self.record['order_no'])[0]['card']['nodes'], [])
+        connection.execute('DROP TABLE order_test_data')
+        connection.commit()
+        connection.close()
+        self.assertIn('暂时无法读取', self.events(self.record['order_no'])[0]['t'])
+
+    def test_import_failure_rolls_back_partial_rows(self):
+        with self.assertRaises(ValueError):
+            self.import_rows([{**self.record,'order_no':'ROLLBACK20260001'}, {'order_no':''}])
+        self.assertEqual(order_data.lookup_order('ROLLBACK20260001'), [])
+
+
+if __name__ == '__main__':
+    unittest.main()