1

AGENTS.md

@@ -11,9 +11,9 @@ Use `am.py` for CLI/WSGI, `logistics_chat/` for business code, and `static/css/`
 | 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` |
 | 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` |
+| Human support | `logistics_chat/human_service.py`: lifecycle, transfer, notes, recall; `logistics_chat/routes/human.py` |
 | 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` |
+| 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 +51,7 @@ 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` and `chat.test.cjs` when Node.js is available; no npm dependencies.
 
 ## Commit & Pull Request Guidelines
 
@@ -59,4 +59,4 @@ 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`; business tables start empty. Default HOST is `0.0.0.0`; Linux deployment binds loopback. Admin authentication remains incomplete; protect all acceptance routes through Nginx.

Dockerfile

@@ -31,7 +31,7 @@ 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

@@ -23,7 +23,7 @@ pipeline {
         }
         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
         '''
       }
     }

README.md

@@ -201,7 +201,7 @@ 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 +212,18 @@ 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 |
 | GET | `/admin` | 客服登录页面 |
 | POST | `/admin/login` | 校验客服账号密码 |
 | 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。
 
 SSE 每帧为一条 JSON，主要事件包括：
 
@@ -230,7 +238,7 @@ 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。
+首次启动会自动创建 `chat_history`、`messages`、`feedback`、`human_sessions`、`human_messages`、`ratings`、`agents`、`orders` 和 `tickets` 九张表，并兼容已有数据，不预置账号或演示数据。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。客服账号需由管理员在实际环境中配置。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。运单卡片以 `__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。
 

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:

docs/architecture.md

@@ -28,11 +28,11 @@ PowerShell 下把目录和 `-g '*.py'` 分开传给 `rg`。报价字典可能整
 | 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 |
 | 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 |
+| 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/`。
 
@@ -53,7 +53,7 @@ logistics_chat/
 ├── 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
@@ -104,9 +104,11 @@ tests/                        # 按业务模块组织的回归
 - 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`。
+- 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。
+- 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。`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。
 - 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。
+- `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。
 - 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。
 
 ## 验证与维护

docs/deployment.md

@@ -4,6 +4,8 @@
 
 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。
 
+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
 
 任务名为 `baiyue-logistics-chat-gray`。定义选择 Pipeline script from SCM，本项目 Git 地址为仓库，分支字段为 `${SOURCE_REF}`，脚本路径为 `Jenkinsfile`。公开仓库可匿名读取；转为私有后配置只读 SCM 凭据。

logistics_chat/business_service.py

@@ -3,6 +3,7 @@
 from datetime import datetime
 
 from .db import connect, now_str
+from .tracking import card_to_text
 
 
 def feedback(data):
@@ -22,8 +23,10 @@ def admin_stats():
     bad = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=-1').fetchone()[0]
     today = datetime.now().strftime('%Y-%m-%d')
     today_conv = conn.execute('SELECT COUNT(*) FROM chat_history WHERE date(ctime)=date(?)', (today,)).fetchone()[0]
+    rating_avg, 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):
@@ -61,15 +64,72 @@ def admin_login(data):
     return ({'ok': False}, 401)
 
 
-def export_chat():
+def agents_list():
+    conn = connect()
+    # 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 search_chat(keyword):
+    if not keyword:
+        return {'results': []}
+    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 WHERE m.content LIKE ? ORDER BY m.id DESC LIMIT 50''',
+        ('%' + keyword + '%',)).fetchall()
+    conn.close()
+    return [{'title': row[0], 'role': row[1], 'content': card_to_text(row[2]), 'ctime': row[3]} for row in rows]
+
+
+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

@@ -24,7 +24,7 @@ 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。'}), {})
+        return (sse({'t': '收到您的图片，请描述一下您的问题。'}) + sse({'d': 1}), {})
     track_no = extract_tracking_no(re.sub(r'\[(?:图片|文件)\]/uploads/\S+', '', msg))
     if track_no:
         card = build_track(track_no)
@@ -94,7 +94,7 @@ 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)

logistics_chat/db.py

@@ -87,6 +87,20 @@ 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,

logistics_chat/history_service.py

@@ -3,15 +3,20 @@
 from .db import connect, now_str
 
 
+WELCOME_TEXT = '您好！欢迎咨询柏悦物流智能客服，请问有什么可以帮您？输入运单号可查轨迹，或点击下方快捷选项。'
+
+
 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))
     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():

logistics_chat/human_service.py

@@ -10,6 +10,8 @@ def human_request(data):
     conv_id = data.get('conv_id')
     if not conv_id:
         return ({'ok': False, 'error': 'no conv'}, 400)
+    if not 8 <= datetime.now().hour < 22:
+        return {'ok': False, 'closed': True, 'msg': '人工客服工作时间为每天8:00-22:00，当前为非工作时间，请留言'}
     now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
     conn = connect()
     row = conn.execute("SELECT id FROM human_sessions WHERE conv_id=? AND status!='closed' ORDER BY id DESC LIMIT 1", (conv_id,)).fetchone()
@@ -25,14 +27,16 @@ 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):
@@ -81,6 +85,55 @@ 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/routes/admin.py

@@ -18,7 +18,20 @@ def admin_login():
 
 @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')

logistics_chat/routes/business.py

@@ -19,3 +19,8 @@ def add_ticket():
 @bp.route('/api/tickets')
 def list_tickets():
     return business_service.list_tickets()
+
+
+@bp.route('/api/rate', methods=['POST'])
+def rate_chat():
+    return business_service.rate_chat(request.json or {})

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'])

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

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

@@ -107,6 +107,21 @@ 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; }

static/css/chat.css

@@ -93,6 +93,11 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .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); }
 #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; }

static/css/theme.css

@@ -76,6 +76,12 @@ 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); }
+.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; }
 ::-webkit-scrollbar { width: 5px; height: 5px; }
 ::-webkit-scrollbar-thumb { background: #b7c3d5; border-radius: 10px; }

static/js/admin.js

@@ -48,6 +48,7 @@ function updateComposer(){
     document.querySelectorAll(".quick").forEach(function(button){
         button.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
     });
+    updateAdminTools();
 }
 
 function resizeReply(){
@@ -95,11 +96,12 @@ function renderQueue(){
 
 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");
+        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>';
     }
@@ -153,6 +155,7 @@ function switchSession(sid){
     resizeReply();
     document.getElementById("chatBox").scrollTop = document.getElementById("chatBox").scrollHeight;
     setReplyStatus("");
+    loadSessionNote(sid);
     updateComposer();
     renderList();
     setSessionTab("active");
@@ -168,6 +171,7 @@ 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 +181,28 @@ 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>');
     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 +254,7 @@ 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 +263,10 @@ 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);
             });
         }));
@@ -370,7 +392,7 @@ 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]), a[href], textarea:not([disabled])'));
         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(); }
@@ -381,7 +403,12 @@ 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();

static/js/admin_tools.js

@@ -0,0 +1,119 @@
+// 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(!window.confirm('确定转接这个对话？转接后其他客服可在排队列表接入。')) return;
+    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/chat.js

@@ -8,6 +8,10 @@ const composerStatus = document.getElementById("composer-status");
 let uploadPending = false;
 let uploadVersion = 0;
 let followLatest = true;
+let creatingConv = null;
+let sendPreparing = false;
+SupportUI.initEmoji(document.getElementById('emoji-toggle'), document.getElementById('emoji-panel'), inputDom, function(){ autoGrow(); });
+document.getElementById('notifications-toggle').onclick = function(){ SupportUI.enableNotifications(this); };
 
 function setComposerStatus(message, isError){
     composerStatus.textContent = message || "";
@@ -165,6 +169,16 @@ const I18N = {
         thinking: "正在思考中...",
         busyRetry: "服务繁忙，请稍后重试",
         sessionFail: "会话创建失败，请确认服务已启动",
+        autoWelcome: "您好！欢迎咨询柏悦物流智能客服，请问有什么可以帮您？输入运单号可查轨迹，或点击下方快捷选项。",
+        humanHours: "人工客服工作时间：每天 8:00-22:00。当前为非工作时间，请留言，工作时间会尽快回复您。",
+        offlinePrompt: "请输入您的留言：",
+        offlineSaved: "留言已提交，工作时间（8:00-22:00）会尽快回复您。",
+        humanClosed: "人工客服已结束，您可以继续向 AI 提问。",
+        humanReply: "客服回复",
+        recalled: "该消息已撤回",
+        ratingQuestion: "本次服务满意吗？",
+        ratingThanks: "感谢您的评价！",
+        ratingFailed: "评价未提交，请重试。",
         networkFail: "网络连接中断，请检查网络后重试",
         stopped: "已停止生成",
         stoppedMark: "（已停止生成）",
@@ -228,6 +242,16 @@ const I18N = {
         thinking: "Thinking...",
         busyRetry: "Service busy, please try again later",
         sessionFail: "Failed to create session, please check the service is running",
+        autoWelcome: "Welcome to Baiyue Logistics. How can we help? Enter a tracking number or choose a quick option below.",
+        humanHours: "Our team is available daily, 08:00–22:00. Please leave a message and we will reply during service hours.",
+        offlinePrompt: "Please leave your message:",
+        offlineSaved: "Message submitted. Our team will reply during service hours (08:00–22:00).",
+        humanClosed: "This support session has ended. You can continue chatting with the AI assistant.",
+        humanReply: "Support reply",
+        recalled: "This message was recalled",
+        ratingQuestion: "How was your support experience?",
+        ratingThanks: "Thank you for your feedback!",
+        ratingFailed: "Your rating was not submitted. Please try again.",
         networkFail: "Connection lost, please check your network and retry",
         stopped: "Stopped",
         stoppedMark: "(Generation stopped)",
@@ -622,12 +646,19 @@ function renderRecentChat(){
 // 没有会话就先建一个，拿到 conv_id
 function ensureConv(){
     if(currentConvId) return Promise.resolve(currentConvId);
-    return fetch("/api/new_chat", {method:"POST"})
-        .then(res=>res.json())
+    if(creatingConv) return creatingConv;
+    creatingConv = fetch("/api/new_chat", {method:"POST"})
+        .then(async function(res){
+            const data = await res.json();
+            if(!res.ok || !data.id) throw new Error('Session failed');
+            return data;
+        })
         .then(data=>{
             currentConvId = data.id;
+            if(data.welcome) addMsg(t('autoWelcome'), false);
             return currentConvId;
-        });
+        }).finally(function(){ creatingConv = null; });
+    return creatingConv;
 }
 
 // 打开历史会话：还原整段对话，而不是把标题重发一遍
@@ -791,21 +822,15 @@ window.showHuman = async function(){
         return;
     }
     var now = new Date();
-    var day = now.getDay();
     var h = now.getHours();
-    var work = (day >= 1 && day <= 5) && (h >= 9 && h < 19);
+    var work = h >= 8 && h < 22;
     if(!work){
-        addMsg("人工客服工作时间：周一至周五 9:00-19:00\n当前非工作时间，请留言，工作时间会尽快回复。", false);
-        var msg = window.prompt("请输入您的留言：");
-        if(msg){
-            fetch("/api/ticket",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({content:msg, phone:""})});
-            addMsg("留言已提交，工作时间会尽快回复您。", false);
-        }
+        leaveOfflineMessage();
         return;
     }
     addMsg("正在为您转接人工客服...", false);
     if(!currentConvId){
-        try{ await ensureConv(); }catch(e){}
+        try{ await ensureConv(); }catch(e){ setComposerStatus(t('sessionFail'), true); return; }
     }
     fetch("/api/human/request",{method:"POST",headers:{"Content-Type":"application/json"},body:JSON.stringify({conv_id:currentConvId||0})})
     .then(function(r){return r.json()})
@@ -814,6 +839,8 @@ window.showHuman = async function(){
             window.humanSid = d.session_id;
             addMsg("您已加入人工排队，请稍候...", false);
             startHumanPoll();
+        }else if(d.closed){
+            leaveOfflineMessage();
         }else{
             addMsg("转接失败，请稍后再试。", false);
         }
@@ -823,19 +850,61 @@ window.showHuman = async function(){
     });
 }
 window.humanSid = 0;
+async function leaveOfflineMessage(){
+    addMsg(t('humanHours'), false);
+    const message = window.prompt(t('offlinePrompt'));
+    if(!message) return;
+    try{
+        const response = await fetch('/api/ticket', {method:'POST', headers:{'Content-Type':'application/json'}, body:JSON.stringify({content:message, phone:''})});
+        const data = await response.json();
+        if(!response.ok || !data.ok) throw new Error('Ticket failed');
+        addMsg(t('offlineSaved'), false);
+    }catch(error){ setComposerStatus(t('networkFail'), true); }
+}
+
 function startHumanPoll(){
     let last=0;
-    const t=setInterval(()=>{
-        if(!window.humanSid){ clearInterval(t); return; }
-        fetch("/api/human/poll?sid="+window.humanSid+"&after="+last)
+    let polling=false;
+    const sid=window.humanSid;
+    const pollTimer=setInterval(()=>{
+        if(window.humanSid !== sid){ clearInterval(pollTimer); return; }
+        if(polling) return;
+        polling=true;
+        fetch("/api/human/poll?sid="+sid+"&after="+last)
         .then(r=>r.json())
         .then(d=>{
+            if(window.humanSid !== sid) return;
+            d.messages.forEach(m=>{
+                if(m.id <= last) return;
+                last = m.id;
+                if(m.recalled_id){
+                    const recalled = chatDom.querySelector('[data-human-message-id="'+Number(m.recalled_id)+'"]');
+                    if(recalled){ recalled.className='human-system-message'; recalled.textContent=t('recalled'); return; }
+                }
+                if(m.side === 'system'){
+                    const system = document.createElement('div');
+                    system.className = 'human-system-message';
+                    system.setAttribute('data-human-message-id', String(m.id));
+                    system.textContent = m.content;
+                    chatDom.appendChild(system);
+                }else if(m.side === 'agent'){
+                    const bubble = addMsg(m.content, false);
+                    bubble.closest('.msg-row').setAttribute('data-human-message-id', String(m.id));
+                    SupportUI.notify(t('humanReply'), m.content.substring(0, 50));
+                }
+                const typing = document.getElementById('human-typing');
+                if(typing) typing.remove();
+            });
             if(d.status==="closed"){
-                clearInterval(t);
+                clearInterval(pollTimer);
                 window.humanSid=0;
                 window.__busy=false;
                 if(typeof setBusy==="function") setBusy(false);
-                addMsg("人工客服已结束，您可以继续向 AI 提问。", false);
+                const typing = document.getElementById('human-typing');
+                if(typing) typing.remove();
+                addMsg(t('humanClosed'), false);
+                SupportUI.addRating(chatDom, sid, {question:t('ratingQuestion'), thanks:t('ratingThanks'), failed:t('ratingFailed')});
+                scrollChatToEnd();
                 return;
             }
             // 客服正在输入
@@ -850,15 +919,8 @@ function startHumanPoll(){
             }else if(!d.typing && oldT){
                 oldT.remove();
             }
-            d.messages.forEach(m=>{
-                if(m.id <= last) return;
-                last = m.id;
-                if(m.side==="agent") addMsg(m.content, false);
-                var oldT2 = document.getElementById("human-typing");
-                if(oldT2) oldT2.remove();
-            });
         })
-        .catch(()=>{});
+        .catch(()=>{}).finally(function(){ polling=false; });
     }, 1000);
 }
 
@@ -1089,9 +1151,18 @@ async function doSend(retryText){
         return;
     }
 
-    if(window.__busy && !retryText) return;  // 防连点
+    if(sendPreparing || (window.__busy && !retryText)) return;  // 防连点
     if(cancelActive){ cancelActive(); cancelActive = null; }
 
+    sendPreparing = true;
+    try{
+        await ensureConv();
+    }catch(error){
+        setComposerStatus(t('sessionFail'), true);
+        return;
+    }finally{
+        sendPreparing = false;
+    }
     if(!isRetry){
         addMsg(fullContent, true);
         inputDom.value = "";
@@ -1101,19 +1172,6 @@ async function doSend(retryText){
         inputDom.focus();
     }
 
-    // 没有会话就先建一个，后面所有消息都挂在它下面
-    try{
-        await ensureConv();
-    }catch(err){
-        const bubble = addMsg("", false);
-        renderError(bubble, t("sessionFail"), function(){
-            const row = bubble.closest(".msg-row");
-            if(row) row.remove();
-            doSend(fullContent);
-        });
-        return;
-    }
-
     const aiBubble = addMsg(t("thinking"), false);
     aiBubble.classList.add("typing");
     activeBubble = aiBubble;

static/js/support.js

@@ -0,0 +1,88 @@
+// Shared controls for the customer page and service workspace.
+var SupportUI = {
+    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 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 fetch('/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 = ['😊', '😂', '👍', '❤️', '🙏', '😅', '😢', '🎉', '📦', '🚚'];
+        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);
+                panel.hidden = true;
+                button.setAttribute('aria-expanded', 'false');
+                input.focus();
+                input.setSelectionRange(start + emoji.length, start + emoji.length);
+                if(onInsert) onInsert();
+            };
+            panel.appendChild(choice);
+        });
+        panel.addEventListener('keydown', function(event){
+            if(event.key === 'Escape'){
+                panel.hidden = true;
+                button.setAttribute('aria-expanded', 'false');
+                button.focus();
+            }
+        });
+    }
+};

templates/admin.html

@@ -15,6 +15,8 @@
         <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="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" 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>
@@ -25,7 +27,8 @@
                 <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>
     </div>
@@ -36,6 +39,7 @@
         <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>
@@ -54,6 +58,7 @@
             <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 +69,7 @@
         <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 +81,7 @@
     <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>
@@ -87,6 +93,9 @@
     </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.js') }}"></script>
 </body>
 </html>

templates/index.html

@@ -31,6 +31,7 @@
             <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="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>
                 <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>
@@ -57,6 +58,7 @@
             </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>
                 <button type="button" id="send-button">发送</button>
@@ -67,6 +69,7 @@
         <button type="button" id="to-bottom" class="to-bottom" title="回到底部" aria-label="回到底部">↓</button>
     </main>
 </div>
+<script src="{{ url_for('static', filename='js/support.js') }}"></script>
 <script src="{{ url_for('static', filename='js/chat.js') }}"></script>
 </body>
 </html>

tests/frontend/admin.test.cjs

@@ -4,6 +4,8 @@ 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 flush = () => new Promise(setImmediate);
 
 function response(data, status = 200){
@@ -32,6 +34,13 @@ async function workspace(compact = false){
         appendChild(element){ this.children.push(element); }
         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; }
         click(){ if(this.onclick) return this.onclick(); }
     }
@@ -41,24 +50,36 @@ async function workspace(compact = false){
         getElementById(id){ if(!elements.has(id)) elements.set(id, new Element()); return elements.get(id); },
         createElement(){ return new Element(); },
         querySelectorAll(selector){ return selector === '.quick' ? quickButtons : []; },
+        querySelector(selector){
+            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){ documentListeners[name] = callback; },
     };
     const calls = [];
     const hooks = {};
     const context = vm.createContext({
         document, console,
-        window: {matchMedia: () => ({matches: compact}), addEventListener(){}},
+        window: {matchMedia: () => ({matches: compact}), addEventListener(){}, confirm(){ return true; }},
         setInterval(){}, setTimeout(){}, clearTimeout(){},
         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);
             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();
+            if(url.includes('/api/human/poll') && hooks.poll) return hooks.poll(url);
+            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} : []);
         },
     });
+    vm.runInContext(sharedSource, context, {filename:'support.js'});
+    vm.runInContext(toolsSource, context, {filename:'admin_tools.js'});
     vm.runInContext(source, context, {filename:'admin.js'});
     await flush();
     await context.accept(7);
@@ -211,3 +232,67 @@ 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('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/chat.test.cjs

@@ -0,0 +1,105 @@
+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);
+
+async function customerPage(){
+    const elements = new Map(), listeners = {}, intervals = [], calls = [];
+    class Element {
+        constructor(){
+            this.children = []; this.attributes = {}; this.value = ''; this.style = {};
+            this.className = ''; this.dataset = {}; this.scrollHeight = 300; this.clientHeight = 300;
+            this.classList = {
+                contains: name => this.className.split(' ').includes(name),
+                add: name => { this.className += ' '+name; },
+                remove: name => { this.className = this.className.split(' ').filter(value => value !== name).join(' '); },
+                toggle: (name, on) => { this.classList.remove(name); if(on) this.classList.add(name); },
+            };
+        }
+        set innerHTML(value){ this.html = value; this.children = []; }
+        get innerHTML(){ return this.html || ''; }
+        set textContent(value){ this.text = value; this.html = ''; this.children = []; }
+        get textContent(){ return (this.text || this.innerText || this.html || '')+this.children.map(child => child.textContent).join(''); }
+        setAttribute(name, value){ this.attributes[name] = value; }
+        getAttribute(name){ return this.attributes[name]; }
+        addEventListener(){}
+        appendChild(child){ child.parent = this; this.children.push(child); }
+        append(...children){ children.forEach(child => this.appendChild(child)); }
+        focus(){}
+        querySelector(selector){
+            return this.querySelectorAll(selector)[0] || null;
+        }
+        querySelectorAll(selector){
+            const matches = element => {
+                if(selector.startsWith('.')) return element.classList.contains(selector.slice(1));
+                const id = selector.match(/data-human-message-id="(\d+)"/);
+                return id && element.attributes['data-human-message-id'] === id[1];
+            };
+            return this.children.flatMap(child => [...(matches(child) ? [child] : []), ...child.querySelectorAll(selector)]);
+        }
+        closest(selector){ return this.classList.contains(selector.slice(1)) ? this : this.parent && this.parent.closest(selector); }
+        remove(){ if(this.parent) this.parent.children = this.parent.children.filter(child => child !== this); }
+    }
+    const element = key => { if(!elements.has(key)) elements.set(key, new Element()); return elements.get(key); };
+    const document = {
+        body: new Element(), documentElement: {},
+        getElementById: id => ['human-typing', 'imgPreview', 'recentChatWrap'].includes(id) ? null : element(id),
+        querySelector: selector => element(selector), querySelectorAll: () => [],
+        createElement: () => new Element(),
+        addEventListener: (name, callback) => { listeners[name] = callback; },
+    };
+    class TestDate extends Date { constructor(...args){ super(...(args.length ? args : [2026, 9, 29, 12])); } }
+    let state = {status:'active', messages:[]};
+    const context = vm.createContext({
+        document, console, Date:TestDate, navigator:{language:'zh-CN'},
+        localStorage:{getItem:() => null, setItem(){}},
+        window:{innerWidth:1200, addEventListener(){}, matchMedia:() => ({matches:false})},
+        setInterval: callback => { intervals.push(callback); return intervals.length; },
+        clearInterval(){}, setTimeout(){}, clearTimeout(){},
+        fetch: async (url, options) => {
+            calls.push({url, body:options && options.body && JSON.parse(options.body)});
+            const data = url === '/api/new_chat' ? {id:1, welcome:'welcome'}
+                : url === '/api/human/request' ? {ok:true, session_id:7}
+                : url.startsWith('/api/human/poll') ? state
+                : url === '/api/rate' ? {ok:true} : [];
+            return {ok:true, json:async () => data};
+        },
+    });
+    for(const file of ['support.js', 'chat.js']){
+        vm.runInContext(fs.readFileSync(path.join(__dirname, '../../static/js', file), 'utf8'), context, {filename:file});
+    }
+    listeners.DOMContentLoaded();
+    await flush();
+    await context.window.showHuman();
+    await flush();
+    return {context, element, calls, setState:value => { state=value; }, tick:async () => { intervals[0](); await flush(); }};
+}
+
+test('the final customer-visible reply is processed before closure and a rating can be submitted', async () => {
+    const app = await customerPage();
+    app.setState({status:'closed', messages:[{id:1, side:'agent', content:'最后一条回复'}]});
+    await app.tick();
+    const log = app.element('chatDom');
+    assert.match(log.textContent, /最后一条回复/);
+    assert.match(log.textContent, /人工客服已结束/);
+    const rating = log.querySelector('.service-rating');
+    assert.ok(rating);
+    await rating.querySelector('.rating-choices').children[4].onclick();
+    assert.match(rating.textContent, /感谢您的评价/);
+    assert.equal(app.calls.find(call => call.url === '/api/rate').body.stars, 5);
+    assert.equal(app.context.window.humanSid, 0);
+});
+
+test('recalling an earlier reply preserves newer replies in the customer log', async () => {
+    const app = await customerPage();
+    app.setState({status:'active', messages:[{id:1, side:'agent', content:'早先的回复'}, {id:2, side:'agent', content:'最新回复'}]});
+    await app.tick();
+    app.setState({status:'active', messages:[{id:3, side:'system', content:'该消息已撤回', recalled_id:1}]});
+    await app.tick();
+    const log = app.element('chatDom');
+    assert.match(log.textContent, /该消息已撤回/);
+    assert.match(log.textContent, /最新回复/);
+    assert.doesNotMatch(log.textContent, /早先的回复/);
+});

tests/test_api.py

@@ -77,7 +77,7 @@ 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 +91,17 @@ 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 +112,14 @@ 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_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'})
@@ -190,7 +195,7 @@ 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))

tests/test_dev_integration.py

@@ -0,0 +1,142 @@
+"""Remote dev behavior on the modular backend and the light workspace."""
+
+from datetime import datetime
+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
+
+
+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()
+
+    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_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_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()
+        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.assertEqual(self.client.get('/api/agents/list').json[0]['username'], 'fixture-agent')
+
+
+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'], cwd=root,
             text=True, encoding='utf-8', capture_output=True, timeout=30,
         )
         self.assertEqual(result.returncode, 0, result.stdout + result.stderr)