修复报价上下文并完善订单节点和异常统计

.dockerignore

@@ -1,4 +1,5 @@
 **
+!Dockerfile
 !requirements.txt
 !am.py
 !rates_extra.py

.env.example

@@ -3,3 +3,24 @@
 # 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=
+# 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 +7,22 @@ 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 |
+| Order lookup UI | `static/js/order_lookup.js`: `OrderLookup.create`; `chat.js`: `showOrderLookup`, `fillTrackCard`; `support.js`: `copyText` |
+| 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` |
+| Pricing | `logistics_chat/pricing.py`: `RATES`, `calc_freight`; `quote_intent.py`: `parse_intent`; `quote_service.py`: `answer_quote`; `quote_engine.py`: `quantity`, `render_rates`; `quote_answers.py`, `quote_fees.py`: local business terms and fees |
+| US quote data | `logistics_chat/quote_workbook.py`: local detail export; `quote_data.py`: versioned SQLite imports; `quote_engine.py`: matching/calculation; `quote_service.py`: conversational reply; `scripts/import_quote_data.py` |
+| Common customer questions | `logistics_chat/shipping_faq.py`: pre-shipment material; `quote_allocations.py`: per-warehouse weights; `quote_context.py`: chronological edits; `order_explanations.py`: business status, latest actual nodes and operation boundaries |
+| Reply boundaries / order summaries | `logistics_chat/customer_faq.py`: supported actions; `quote_scope.py`: US-only fallback; `quote_edits.py`: rejected conditions; `quote_material.py`: partial metal chargeable weight; `order_query.py`: bounded filters; `order_listing.py`: scoped five-row summaries and conversation pages; `order_tracking.py`: `current_stage` |
 | Tracking | `logistics_chat/tracking.py`: `extract_tracking_no`, `build_track`, `CARD_PREFIX` |
+| Order test data | `logistics_chat/order_data.py`: `lookup_order`, `count_orders`, `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` |
+| 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 +60,7 @@ 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 +68,4 @@ 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 relies on Nginx: protect staff and unknown routes by default and expose only the owner-checked customer allowlist. 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 \
@@ -16,13 +22,15 @@ 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/import_quote_data.py ./scripts/
 USER 10001:10001
 EXPOSE 5000
 HEALTHCHECK --interval=10s --timeout=3s --start-period=10s --retries=6 \
     CMD ["python", "-c", "import urllib.request; urllib.request.urlopen('http://127.0.0.1:5000/healthz', timeout=2).close()"]
-CMD ["python", "-m", "waitress", "--listen=0.0.0.0:5000", "--threads=8", "--channel-timeout=300", "--max-request-body-size=12582912", "--url-scheme=https", "--call", "deploy.wsgi:create_app"]
+CMD ["python", "-m", "waitress", "--listen=0.0.0.0:5000", "--threads=8", "--channel-timeout=300", "--max-request-body-size=12582912", "--url-scheme=https", "--trusted-proxy=*", "--trusted-proxy-count=1", "--trusted-proxy-headers=x-forwarded-for", "--call", "deploy.wsgi:create_app"]
 
 FROM runtime AS test
+COPY Dockerfile ./
 COPY deploy/ ./deploy/
 COPY tests/ ./tests/
 COPY scripts/ ./scripts/
@@ -31,7 +39,7 @@ 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 +20,30 @@ 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')
+          }
+          if (params.IMPORT_QUOTE_DATA && !(params.QUOTE_SNAPSHOT_CREDENTIAL_ID ==~ /[A-Za-z0-9_.-]+/)) {
+            error('Select the explicitly supplied private quote snapshot credential')
+          }
         }
         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 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" \
+            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 "$CERTBOT_IMAGE" .
           '''
         }
@@ -50,16 +59,36 @@ pipeline {
           withEnv([
             "PUBLIC_ORIGIN=${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_QUOTE_DATA) {
+                  withCredentials([
+                    file(credentialsId: params.QUOTE_SNAPSHOT_CREDENTIAL_ID, variable: 'QUOTE_SNAPSHOT_FILE')
+                  ]) {
+                    sh 'bash deploy/import-gray-quotes.sh'
+                  }
+                }
+                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

@@ -1,6 +1,6 @@
 # 柏悦智能物流客服系统
 
-基于 Flask + DeepSeek 的中欧/英国跨境物流智能客服，支持多轮对话、运费试算、运单查询、历史会话管理。
+基于 Flask + DeepSeek 的跨境物流智能客服，支持美国通用报价、中欧/英国运费试算、多轮对话、运单查询、历史会话管理。
 
 ## 功能
 
@@ -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
@@ -21,8 +22,21 @@
 
 ## 报价数据
 
+美国通用报价通过 `scripts/import_quote_data.py` 将本地 Excel 明细导出为私有快照，再导入运行 SQLite；不读取「快速查询」的外部工作簿，不按文件日期或旧船期停用。原始文件、价格快照及运行数据库均不进入 Git 或镜像。
+
+`quote_books` 保存版本，`quote_rates` 保存线路/交货仓/目的仓或分区/税费方式/重量档位/计费单位，`quote_warehouses` 保留仓码的多种分区，`quote_postcodes` 保存带前导零的邮编及偏远类别，`quote_documents` 保存当前资料中的业务说明。每条价格保留源工作表和单元格。指定 `--activate` 才原子切换美国报价版本，导入不修改订单和客户范围。
+
+```powershell
+python scripts/import_quote_data.py --xlsx <本地报价.xlsx> --output <新私有快照.json>
+python scripts/import_quote_data.py --snapshot <私有快照.json> --db <运行数据库.db> --activate
+```
+
+美国报价先由本地规则计算并通过既有 SSE 返回，不等待模型调用。仅给「美国30KG」可先看到不同海派、交货仓和美西/美中/美东的基础价格；提供仓码、邮编、箱数和尺寸后在当前会话继续核算。同一仓码有多种分区时并列展示；更换目的仓或邮编后不重用旧目的地。体积、附加费和承运限制尚不明确时继续补充条件，不编造缺失费率。现有欧洲/英国报价使用下述原有来源。
+
 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。美国使用已激活的本地价表；未导入美国价表或其他未覆盖目的地时补充条件或由人工确认。英国按方报价不套用欧洲仓价。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 +118,10 @@ 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 +132,7 @@ 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
 
@@ -132,7 +150,8 @@ 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
@@ -201,7 +220,7 @@ 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 +231,18 @@ 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：
 
@@ -230,14 +257,36 @@ 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`、`count_orders` 的取数实现即可保留聊天契约。
+
+登录后可以直接问“我有多少个运单”“我的订单数量”“已完成的订单有多少”。统计每次按当前账号的授权范围查表，返回订单票数和其中已登记入仓码的票数；不要求先提供入仓码，也不沿用上一票订单作为统计范围。支持订单总量和明确的业务状态；其他筛选条件不冒充总量返回，头程订单完成不等于签收。统计会话与订单卡片一样绑定客户和范围，退出后隐藏，重新登录同一身份及范围后恢复。
+
+点击“查入仓码”会打开查询框，填写号码后查询；游客先登录。回复及历史卡片中的入仓码也可点击，自动带入号码，可复制或查询最新轨迹。查询结果接在当前聊天中，草稿和待发送附件保留，人工接待中需要先返回 AI 问答。
+
+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。
 
 ## 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。
+- 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；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。
+- 不预置客服账号；应用内客服登录仍沿用旧账号校验逻辑。客服工作台及接口仍须通过 Nginx 的专用访问密码保护，客户聊天不要求此密码。
 - 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。
 - 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。

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" "$site"
 nginx -t
 nginx -s reload
-for path in / /api/export_chat /api/get_history; do
+for check in /:200 /admin/dashboard:401 /api/export_chat:401 /api/get_history:401 /api/human/queue:401; do
-  code=$(curl --silent --show-error --resolve "$CHAT_DOMAIN:443:127.0.0.1" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN$path")
+  path=${check%:*}
-  [[ "$code" == 401 ]] || { echo 'Gray access protection verification failed.' >&2; false; }
+  expected=${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/baiyue-logistics-chat.service

@@ -10,7 +10,7 @@ Group=baiyue
 WorkingDirectory=/opt/baiyue-logistics-chat
 Environment=PYTHONUNBUFFERED=1
 Environment=PYTHONDONTWRITEBYTECODE=1
-ExecStart=/opt/baiyue-logistics-chat/.venv/bin/python -m waitress --listen=127.0.0.1:5000 --threads=8 --channel-timeout=300 --max-request-body-size=12582912 --url-scheme=https --call deploy.wsgi:create_app
+ExecStart=/opt/baiyue-logistics-chat/.venv/bin/python -m waitress --listen=127.0.0.1:5000 --threads=8 --channel-timeout=300 --max-request-body-size=12582912 --url-scheme=https --trusted-proxy=127.0.0.1 --trusted-proxy-count=1 --trusted-proxy-headers=x-forwarded-for --call deploy.wsgi:create_app
 Restart=on-failure
 RestartSec=3
 TimeoutStopSec=90

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 $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
+    location = / {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /static/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /uploads/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {{
+        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):
+def runtime_environment(key, speech=None):
-    if not key.strip() or any(character in key for character in ('\r', '\n', '\x00')):
+    fields = {'DEEPSEEK_API_KEY': key}
-        raise ValueError('The model credential must be a nonempty single line')
+    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(runtime, encoding='utf-8')
-    (directory / 'runtime.env').write_text("DEEPSEEK_API_KEY='" + escaped + "'\n", 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/import-gray-quotes.sh

@@ -0,0 +1,55 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+umask 077
+
+: "${QUOTE_SNAPSHOT_FILE:?}"
+: "${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/$release_id"
+quote_sha=$(sha256sum "$QUOTE_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@$TARGET_SSH_HOST"
+scp "${ssh_options[@]}" "$QUOTE_SNAPSHOT_FILE" "$target:$release/quote-input.json"
+ssh "${ssh_options[@]}" "$target" bash -s -- "$root" "$release_id" "$SOURCE_COMMIT" "$quote_sha" <<'IMPORT'
+set -Eeuo pipefail
+umask 077
+root=$1
+release_id=$2
+source_commit=$3
+quote_sha=$4
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release_id" =~ ^[a-f0-9]{12}-b[0-9]+$ && "$source_commit" =~ ^[a-f0-9]{40}$ ]] || exit 2
+[[ "$quote_sha" =~ ^[a-f0-9]{64}$ ]] || exit 2
+release="$root/releases/$release_id"
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+input="$root/data/imports/quotes-$release_id"
+owned_input=0
+cleanup() {
+  rm -f -- "$release/quote-input.json"
+  if [[ "$owned_input" == 1 ]]; then
+    rm -f -- "$input/quotes.json"
+    rmdir -- "$input" 2>/dev/null || true
+  fi
+}
+trap cleanup EXIT
+[[ "$(cat "$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' "$quote_sha" "$release/quote-input.json" | sha256sum --check --status
+[[ ! -e "$input" ]] || { echo 'Existing quote import input requires inspection.' >&2; exit 2; }
+install -d -m 700 -o 10001 -g 10001 "$root/data/imports" "$input"
+owned_input=1
+install -m 600 -o 10001 -g 10001 "$release/quote-input.json" "$input/quotes.json"
+docker exec "$container" python -c 'import pathlib,sqlite3,sys; p=pathlib.Path("/var/lib/baiyue-logistics-chat/backups")/("pre-quote-import-"+sys.argv[1]+".db"); p.parent.mkdir(exist_ok=True); 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 quote import.")' "$release_id"
+docker exec "$container" python scripts/import_quote_data.py \
+  --db /var/lib/baiyue-logistics-chat/history.db --snapshot "/var/lib/baiyue-logistics-chat/imports/quotes-$release_id/quotes.json" --activate
+echo 'General quote version activated; order data and customer grants 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_http_version 1.1;
-        proxy_pass http://127.0.0.1:5000;
+    proxy_set_header Connection "";
-        proxy_http_version 1.1;
+    proxy_set_header Host $host;
-        proxy_set_header Connection "";
+    proxy_set_header X-Real-IP $remote_addr;
-        proxy_set_header Host $host;
+    proxy_set_header X-Forwarded-For $remote_addr;
-        proxy_set_header X-Real-IP $remote_addr;
+    proxy_set_header X-Forwarded-Proto $scheme;
-        proxy_set_header X-Forwarded-For $remote_addr;
+    proxy_set_header Authorization "";
-        proxy_set_header X-Forwarded-Proto $scheme;
+    proxy_buffering off;
-        proxy_set_header Authorization "";
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
 
-        # SSE must reach the browser as chunks arrive.
+    location = / { auth_basic off; proxy_pass http://127.0.0.1:5000; }
-        proxy_buffering off;
+    location ^~ /static/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
-        proxy_cache off;
+    location ^~ /uploads/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
-        gzip off;
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {
-        proxy_read_timeout 300s;
+        auth_basic off;
-        proxy_send_timeout 300s;
+        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.
+# Verify the exact exported archive before loading. Classic and containerd image
-docker save "$CHAT_IMAGE" "$CERTBOT_IMAGE" | gzip | run_ssh "bash -o pipefail -c 'gzip -dc | docker load'"
+# 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

@@ -26,13 +26,15 @@ PowerShell 下把目录和 `-g '*.py'` 分开传给 `rg`。报价字典可能整
 | 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`、`count_orders`、`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`、`count_orders`，不让模型拼 SQL |
+| 查单交互 | `static/js/order_lookup.js`：`OrderLookup.create`；`chat.js`：`showOrderLookup`、`fillTrackCard`；`support.js`：`copyText` | 快捷入口及当前/历史卡片共用查询框；显式输入后才查单，保留聊天草稿和附件；复制共用安全回退 |
 | 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 |
+| 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_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 |
+| 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 +51,12 @@ 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
@@ -85,7 +88,12 @@ 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。
 - 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。
 
 ## 后续结构调整顺序
@@ -101,16 +109,56 @@ 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。
+- 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` 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。
+- `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。
-- 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。
+- `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。
-- 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`。
+- 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。
-- 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。
+- 登录后的订单数量由 `parse_count_query` / `order_query.parse_query` 识别，汇总、筛选和列表共用 `order_listing.read_orders` 的服务端 `tenant_filter` 交集与同一只读快照；`count_orders` 保留原聚合调用契约。默认给总数、已登记入仓码数及最多5条按来源更新时间排序的摘要；支持业务状态、明确标记的异常和当前实际节点。未指定节点的轨迹统计按订单分组，每票只计一次，多柜不同进度单列，预计节点不推进进度，业务完成不当作签收。未知条件不默认为全部，也不交给模型猜数。内部 `_customer_data` 和 `_order_list_state` 在发送前移除，事实历史绑定客户与范围；无新增公开API。
+- 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。登录过期导致界面清空时，只允许同一客户重新通过历史归属校验后恢复原会话并续查；换账号、访问范围变化、历史加载失败或切换话题均不重放旧问题。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。退出立即清除当前可见订单内容和历史标题缓存，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。
+- 底部及欢迎卡片的查入仓码入口先确认客户登录，再打开 `OrderLookup`，不自动新建会话或发送缺少号码的问题。当前及历史订单卡片的号码也打开该查询框，保留真实的入仓码/订单号标签，支持单独复制和重新查询。提交使用既有 `/stream_chat` 并显示明确的用户问句，结果追加到当前会话；主输入框草稿及已上传附件不清空、不代发。人工接待、未加载历史或其他请求进行中时不抢占路由。切换话题/身份关闭弹窗，迟到的登录/状态/复制结果不得改动新上下文；弹窗跟随手机可视视口并将焦点还给触发按钮。
+- 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。
+- 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。美国使用已激活的本地通用价表；未导入美国价表或其他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。
+- 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 白名单免密码。后台仍依赖代理认证，上游只能绑定回环地址；客户账号登录独立校验，游客身份不能升级为订单权限。
 
 ## 验证与维护
 
+美国报价由 `quote_workbook.py` 导出当前 Excel 本地明细；`quote_data.py` 管理版本与 SQLite；`quote_intent.py` 解析单位、逐箱明细和业务意图；`quote_engine.py` 负责纯匹配/Decimal 计价；`quote_answers.py` 和 `quote_fees.py` 从当前版本说明读取业务收费；`quote_language.py` 翻译常规英文报价；`quote_service.py` 续接当前会话并通过 `answer_quote` 返回既有 `t`/`d` 事件。分流位置在订单权限检查之后、旧报价/模型分流之前。
+
+新建库不预置价格；私有快照事务导入、显式激活，读取使用同一事务固定版本，后续查询读取更新后的价格。不访问外部工作簿，不按文件日期或旧船期停用。仓码重复分区并列；邮编存文本；上下文仅来自当前访客拥有的同一会话，新的完整问题、其他国家及订单/理赔话题构成边界。回复不包含原始快照、联系人、文件路径或旧船期，不新增公开导入/管理接口。
+
+`quote_documents` 保存当前资料说明，复杂业务说明及尚未实现的附加费仍需逐项扩展匹配规则，不代表已全部自动结算。生产镜像必须显式包含 `scripts/import_quote_data.py`。
+
+已确认口径：同件超重/超尺寸只取最高适用档，其他附加费分别计算；洛杉矶普船海卡体积保留两位、四舍五入；海外进口清关超过5个品名的续页按美元/个。原表大尺寸长度条件有误，不猜测下限，只有其他两条明确条件同时满足时自动应用该档，其余疑似大件转人工确认。报价不把提取时效称为签收时效。金额仍读取激活版本，不把私有费率写入源码。
+
+订单列表使用与逐单查询相同的服务端租户交集，每次最多展示20票并保护其会话历史；未知筛选条件不默认为全部订单。改址/取消尚无业务写入接口，只明确引导人工，不声称修改成功。输入明确的转人工指令复用现有申请接口，失败保留草稿，不增加SSE事件类型。
+
+`quote_allocations.py` 只识别明确分配给各仓的重量、箱数及箱规，逐仓计费及计算每箱最低重量；仅给总重和多个仓码时保留比较语义，不擅自分配重量。`quote_context.py` 在当前会话的有效上下文内按时间顺序应用更正，保留已算出的总重：重量纠正会清除旧分箱明细，单改箱数时统一箱重可沿用，混合箱重需重新确认；“总重不变”优先于旧每箱重量，新尺寸不沿用旧体积。按方报价不把按公斤的材质费直接乘CBM，金额未确定时明确单列待核算项。
+
+`shipping_faq.py` 从激活版本回答交仓、标签、报关资料及查验费用问题；具体船期和计划发货日期需人工核对，不使用旧表日期承诺必达。`order_explanations.py` 只解释授权订单的业务状态和实际节点，不把预计节点当实际位置，不推断逐箱签收或亚马逊上架。文字事实回复与订单卡片同样绑定客户及范围；催单或拦截不声称已提交。本轮不扩展售后理赔规则。
+
+`customer_faq.py` 在报价分流前处理下单、短信查单、开票、导出及附件读取等能力说明，不生成业务操作成功的假回复。美国常见费用/毛净重/议价/总价追问由当前价表直接回答；`quote_scope.py` 将尚未匹配的美国咨询保留为明确的核对回复，不送入旧欧洲/英国知识库。明确切换其他国家时仍走该地区原有分流，理赔规则未扩展。
+
+`quote_edits.py` 先移除被明确否定的仓码或交货仓，再解析替换条件。共享尺寸解析支持英寸转换和口语长宽高，“一个箱子”可形成单箱条件；总计立方米不作为尺寸单位“米”。
+
+`order_listing.py` 负责数量摘要、查看全部和翻页。数量摘要最多5票，直接翻页继续每页5票；明确列出订单或“查看全部”按每页20票。`chat_history.order_list_state` 保存筛选、页码、页大小和成功回复的消息ID，绑定客户与范围；只保存仍为最新消息的状态，迟到回复不能覆盖新话题。中间插问同条件总数保留列表页码，改筛选重置，新话题停止沿用。每次重新查询授权数据，不缓存数量；计数及分页来自同一只读快照，无有效上下文先引导查询，页码有界。
+
+`order_test_data.exception_reason` 是人工明确登记、允许客户查看的物流异常原因；非空表示该票有异常标记，空值表示未标记，不推断货物正常。取消、审核驳回和无轨迹均不自动标为物流异常。可直接维护此字段，不增加管理页面；旧快照未提供该字段时即使显式覆盖也保留已有原因，显式提供空字符串才清除。后续MCP适配返回相同事实即可。
+
+共享尺寸解析将单位与长宽高绑定，支持每边单位和混合单位，不受“12英寸显示器”等商品描述影响。报价沿当前会话回溯到最近话题边界，不按10轮截断；其他国家、新一票及订单话题隔离不变。“铁铝部分还是10KG”等口语仅在先前已明确计费重时更新该基数，既不覆盖整票总重，也不把未确认毛重直接当计费重。
+
+已确认海派计费重保留原小数，不向上取整，每箱最低12KG仍生效。原实重小数原样展示；无限小数的材积结果以“约”展示有限位数，金额计算仍使用原Decimal精度，不把显示近似当作计费进位。
+
+铁铝附加费只按铁铝货物计费重计算。`quote_material.py` 区分整票铁铝、部分铁铝与未明确材质的金属，并将明确的“铁铝部分计费重”从整票毛重解析中分离。部分货物未提供计费重时不按整票加费；提供明确基数后可将该项人民币费用加到公斤或按方运费中。更改整票重量、箱数或箱规后清除旧的部分计费重，防止沿用过期基数。未明确金属是否属于铁铝时先核实材质，不把所有金属都认作铁铝。
+
 先按 README 安装项目依赖。Windows 使用 `.\.venv\Scripts\python.exe -m pytest -v` 或同解释器的 `-m unittest discover -s tests -v`；Linux/macOS 使用 `.venv/bin/python`。业务测试依赖 Flask，不能用未安装依赖的全局 Python 运行整套测试。模型请求全部模拟，不代表真实 DeepSeek 联调。
 
 路径、函数或资产移动后同步更新根 `AGENTS.md`、本文、知识资料和 README 目录树。仅改导航时检查路径、符号、命令；改业务时补充相关成功和失败分支，前端改动检查实际页面。

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；客户账号登录和订单关联尚未接入，匿名不能查询真实订单。必须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
 
@@ -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 +1,12 @@
 # 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；客服仍依赖 Nginx 密码保护，不能裸露上游端口。客户登录独立验证账号及订单范围，匿名查单不会读取订单数据。
+
+限流和登录失败次数按客户端 IP 计算。Nginx 必须用 `$remote_addr` 覆盖 `X-Forwarded-For`；Waitress 只信任这一项代理头和最后一跳地址，不接受代理头里的 Host、协议或更早的地址。容器镜像在仅由本机 Nginx 接入、宿主端口保持回环绑定的前提下使用 `--trusted-proxy=*`，以兼容 Docker 网关地址；systemd 入口只信任 `127.0.0.1`。直接运行 `am.py` 不接受客户端自报的代理 IP。代理规则参见 [Waitress 文档](https://docs.pylonsproject.org/projects/waitress/en/stable/reverse-proxy.html)。
+
+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 +21,7 @@
 | `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 +32,31 @@
 | `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 |
+| `IMPORT_QUOTE_DATA` | 默认关闭；本次明确导入通用美国报价才启用 |
+| `QUOTE_SNAPSHOT_CREDENTIAL_ID` | 默认空；本次私有报价快照的临时 Secret file 引用 |
+| `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
 
+报价导入使用 `IMPORT_QUOTE_DATA` 与临时 Secret file，调用 `deploy/import-gray-quotes.sh`：核对快照 SHA 和运行提交、备份 SQLite，再通过生产镜像中的 `scripts/import_quote_data.py --activate` 事务导入。该开关默认关闭，后续普通发布保留已导入数据；导入不修改订单、轨迹或客户范围。原始 Excel 与快照不进入 Git、Docker 上下文或镜像；导入结束清除临时文件，验收后移除临时 Jenkins 文件凭据。新增参数只追加，不改变既有构建参数及其默认值。
+
 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 +73,11 @@
 
 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。
+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。
 
 ## HTTPS 及续期
 
@@ -90,7 +109,7 @@ 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/knowledge.md

@@ -34,11 +34,11 @@
 
 ### 人工客服、人工、客服、转人工、在线吗、上班、工作时间、营业时间、几点、周六、周日、星期六、星期日、星期天、礼拜、周末、双休、节假日、放假、休息
 
-人工客服在线时间：**周一至周五 9:00—18:00**。周六、周日及法定节假日人工客服不上班。非工作时间可以先留言或提交需求，业务员会在下一个工作日回复您。
+人工客服在线时间：**每天北京时间 8:00—22:00**，周末及节假日同样适用。非工作时间可以先留言或提交需求，客服会在工作时间尽快回复您。
 
 ### 电话、联系方式、怎么联系、联系你们、微信
 
-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。
+可以联系您的专属业务员，或在人工客服在线时间（每天北京时间 8:00—22:00）通过在线客服咨询。建议提前准备好入仓码、货物信息（品名、重量、尺寸、目的国），方便快速处理。
 
 ---
 

logistics_chat/__init__.py

@@ -5,21 +5,28 @@ 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, 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.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)

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

@@ -3,12 +3,22 @@
 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 +28,14 @@ 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]
+    good = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('1', 'up')").fetchone()[0]
-    bad = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=-1').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):
@@ -36,8 +48,16 @@ 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
     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'))
+    conn.execute('INSERT INTO tickets(content, phone, ctime, status) VALUES(?,?,?,?)',
+                 (content.strip(), phone.strip(), datetime.now().strftime('%Y-%m-%d %H:%M:%S'), 'pending'))
     conn.commit()
     conn.close()
     return {'ok': True}
@@ -61,15 +81,72 @@ 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()
+    if format == 'csv':
-    w = csv.writer(buf)
+        import csv
-    w.writerow(['标题', '角色', '内容', '时间'])
+        buf = io.StringIO()
-    for r in rows:
+        w = csv.writer(buf)
-        w.writerow([r[0], r[1], r[2] or '', r[3]])
+        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 +9,11 @@ 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)
+                      calc_warehouse_card, detect_surcharge, surcharge_reply, check_island,
-from .tracking import CARD_PREFIX, extract_tracking_no, build_track
+                      is_shipping_destination_reply)
+from .tracking import CARD_PREFIX
+from .order_data import answer_query, extract_reference
+from .quote_service import answer_quote
 
 
 
@@ -20,45 +23,127 @@ 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:
+    if conv_id:
-        return (sse({'t': '收到您的图片，请描述一下您的问题。'}), {})
+        from .visitor_service import owns_conversation
-    track_no = extract_tracking_no(re.sub(r'\[(?:图片|文件)\]/uploads/\S+', '', msg))
+        if not owns_conversation(conv_id):
-    if track_no:
+            from .customer_service import needs_customer_login, order_login_response
-        card = build_track(track_no)
+            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:
+        from .customer_faq import answer_capability
+        order_answer = answer_capability(msg)
+    if order_answer is None:
+        order_answer = answer_quote(msg, conv_id)
+    if order_answer is None and re.search(r'(?:转|联系|接入|找).*人工|人工客服',msg):
+        order_answer = {'t':'点击“联系人工”可发起人工客服申请；非工作时间可留言。'}
+    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。'}
+    if order_answer is None:
+        from .quote_scope import answer_us_fallback
+        order_answer = answer_us_fallback(msg,conv_id)
+    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:
+        customer_data = order_answer.pop('_customer_data',False) or 'card' in order_answer
+        order_list_state=order_answer.pop('_order_list_state',None)
 
         def track_stream():
+            if customer_data:
+                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})
+            content = (CARD_PREFIX + json.dumps(order_answer['card'], ensure_ascii=False)
-            save_message(conv_id, 'assistant', CARD_PREFIX + json.dumps(card, ensure_ascii=False))
+                       if 'card' in order_answer else order_answer['t'])
+            message_id=save_message(conv_id, 'assistant', content)
+            if order_list_state is not None:
+                from .order_listing import save_state
+                save_state(conv_id,order_list_state,message_id)
+            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 +179,7 @@ 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 +229,11 @@ 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 +242,15 @@ 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 +260,10 @@ 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 +274,7 @@ 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 +291,9 @@ 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:
+            try:
-                save_message(conv_id, 'assistant', text + '\n\n（回答中断，以上内容未生成完整）')
+                if interrupted and text and not answer_saved:
-            resp.close()
+                    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

@@ -20,6 +20,21 @@ def default_config():
         'BACKUP_DIR': ROOT_DIR / 'backups',
         '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_faq.py

@@ -0,0 +1,21 @@
+"""Describe supported customer actions without inventing operational integrations."""
+
+import re
+
+
+def answer_capability(message):
+    if re.search(r'照片|图片',message) and re.search(r'报价|价格|判断|识别|尺寸',message):
+        return {'t':'可以通过输入框旁的“+”上传照片供人工查看。当前聊天不会自动识别图片，请同时用文字提供品名、重量、箱数、尺寸和目的仓码或邮编，再核算报价。'}
+    if re.search(r'(?:手机号|手机号码|电话号码).*(?:查|订单|运单)|(?:查|查询).*手机号',message):
+        return {'t':'当前请使用客户账号登录后，按入仓码查询订单；暂不支持手机号或短信验证码查单。没有入仓码可联系人工核实订单归属。'}
+    if re.search(r'下单(?!号|时间|日期)|订舱|生成订单|创建订单|预约提货|安排提货|\b(?:place|create)\s+(?:an?\s+)?order\b',message,re.I):
+        return {'t':'下单、订舱和安排提货需要联系人工办理。当前可查询报价及已关联订单，尚未创建订单或安排提货；请提供目的仓、品名、箱数、重量和尺寸供人工核对。'}
+    if re.search(r'开(?:发票|票)|发票.*(?:税点|几个点|怎么开|申请)|月结|账期|付款账号|收款账号|银行账号|打款|(?:怎么|如何)付款',message):
+        return {'t':'开票税点、月结资格及付款方式需要由专属业务员确认。请联系人工核对对应订单和结算信息；当前聊天不提供未经确认的税点或收款账号。'}
+    if re.search(r'导出.*(?:订单|运单|Excel)|(?:订单|运单).*导出',message,re.I):
+        return {'t':'当前聊天暂不提供订单Excel导出，可联系人工核对导出需求。可先查看账号内订单列表，或发送入仓码查询单票详情。'}
+    if re.search(r'Excel|表格',message,re.I) and re.search(r'直接读|自动读|读取|识别|读里面',message):
+        return {'t':'当前聊天不会自动读取Excel附件里的箱规。请将每箱重量、长宽高及目的仓码粘贴为文字，我可据此核算；批量表格可交人工整理。'}
+    if re.search(r'换.*手机|换.*设备|跨设备|清除.*(?:浏览器|缓存)',message) and re.search(r'聊天|记录|历史',message):
+        return {'t':'当前聊天记录与原浏览器的访客身份关联，换手机或清除浏览器数据后不会自动同步恢复。请先在原设备查看；客户账号目前用于订单权限校验，尚未提供跨设备聊天同步。'}
+    return 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/db.py

@@ -37,6 +37,8 @@ def init_db():
     Path(get_setting('DATABASE')).parent.mkdir(parents=True, exist_ok=True)
     conn = connect()
     cur = conn.cursor()
+    # Serialize schema inspection and migration when multiple workers start together.
+    cur.execute('BEGIN IMMEDIATE')
     cur.execute('''
     CREATE TABLE IF NOT EXISTS chat_history (
         id INTEGER PRIMARY KEY AUTOINCREMENT,
@@ -48,6 +50,25 @@ 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 'order_list_state' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN order_list_state TEXT')
+    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 +108,20 @@ 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,
@@ -112,6 +147,12 @@ 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 .quote_data import init_quote_tables
+    init_quote_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()))
@@ -187,7 +228,13 @@ 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'
+    message_id=cur.lastrowid
     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'):
@@ -195,6 +242,7 @@ def save_message(conv_id, role, content):
     cur.execute('UPDATE chat_history SET utime=? WHERE id=?', (now_str(), conv_id))
     conn.commit()
     conn.close()
+    return message_id
 
 
 def last_user_question(conv_id):

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')
+    owner = visitor_id()
-    cur.execute('DELETE FROM chat_history')
+    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

@@ -7,7 +7,7 @@ from flask import current_app, jsonify, request
 
 def rate_limit():
     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 +21,7 @@ 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 +1,26 @@
 """Human conversation lifecycle; typing state is supplied by the app."""
 
 import time
-from datetime import datetime
+from datetime import datetime, timedelta, timezone
 
 from .db import connect
 
+SERVICE_TIMEZONE = timezone(timedelta(hours=8))
+
 
 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 +34,35 @@ 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()
+    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 FROM human_sessions WHERE id=?', (sid,)).fetchone()
+    st = conn.execute("SELECT status, COALESCE(note, '') FROM human_sessions WHERE id=?", (sid,)).fetchone()
     conn.close()
     is_typing = False
     ts = typing_map.get(str(sid))
     if ts and time.time() - ts < 5:
         is_typing = True
-    return {'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()
+    content = data.get('content') or ''
-    if not sid or not content:
+    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()
@@ -66,10 +86,11 @@ 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 +102,55 @@ 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"],
+        "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":"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。"
+        "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。"
     },
     {
@@ -27,67 +212,67 @@ 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。"
     },
     {
         "keys":["人工客服","人工","客服","转人工","在线吗","上班","工作时间","营业时间","几点","周六","周日","星期六","星期日","星期天","礼拜","周末","双休","节假日","放假","休息"],
-        "text":"人工客服在线时间：周一至周五 9:00—18:00。周六、周日及法定节假日人工客服不上班。非工作时间可以先留言或提交需求，业务员会在下一个工作日回复您。"
+        "text":"人工客服在线时间：每天北京时间 8:00—22:00，周末及节假日同样适用。非工作时间可以先留言或提交需求，客服会在工作时间尽快回复您。"
     },
     {
         "keys":["电话","联系方式","怎么联系","联系你们","微信"],
-        "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。"
+        "text":"可以联系您的专属业务员，或在人工客服在线时间（每天北京时间 8:00—22:00）通过在线客服咨询。建议提前准备好入仓码、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_data.py

@@ -0,0 +1,406 @@
+"""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', 'exception_reason', '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|异常|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 '[]', exception_reason TEXT, 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 '[]'")
+    if 'exception_reason' not in columns:
+        connection.execute('ALTER TABLE order_test_data ADD COLUMN exception_reason TEXT')
+    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')
+        if row['exception_reason'] is not None:
+            if not isinstance(row['exception_reason'],str) or len(row['exception_reason'])>2000:
+                raise ValueError('exception_reason must be customer-visible text up to 2000 characters')
+            row['exception_reason']=row['exception_reason'].strip() or None
+        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')
+                          and (key!='exception_reason' or key in source))
+        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 tenant_filter(tenant_id=None, tenant_ids=None):
+    """Share the same server-side scope intersection for exact and aggregate reads."""
+    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 None
+        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)})
+        return (' AND tenant_id IN (' + ','.join('?' for _ in allowed) + ')', sorted(allowed)) if allowed else None
+    if tenant_id is not None:
+        if not str(tenant_id).strip() or (tenant and str(tenant_id) != str(tenant)):
+            return None
+        tenant = str(tenant_id)
+    return (' AND tenant_id=?', [str(tenant)]) if tenant else ('', [])
+
+
+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
+
+    scope = tenant_filter(tenant_id, tenant_ids)
+    if scope is None:
+        return []
+    connection = None
+    try:
+        connection = connect()
+        connection.row_factory = sqlite3.Row
+        query = 'SELECT * FROM order_test_data WHERE (order_no=? OR inbound_code=? OR shipment_id=?)' + scope[0]
+        values = [reference] * 3 + scope[1]
+        return [dict(row) for row in connection.execute(query+' ORDER BY id LIMIT 2', values)]
+    except sqlite3.Error:
+        raise OrderDataUnavailable from None
+    finally:
+        if connection is not None:
+            connection.close()
+
+
+def count_orders(tenant_ids, status=None):
+    """Fresh totals require an explicit authorized scope; never fall back to all rows."""
+    from .db import connect
+
+    empty = {'total':0, 'with_inbound':0}
+    scope = tenant_filter(tenant_ids=tenant_ids if tenant_ids is not None else ())
+    if scope is None or (status is not None and status not in STATUS_LABELS):
+        return empty
+    connection = None
+    try:
+        connection = connect()
+        query = ("SELECT COUNT(*),COUNT(NULLIF(TRIM(inbound_code,char(9)||char(10)||char(13)||' '),'')) "
+                 'FROM order_test_data WHERE 1=1' + scope[0])
+        values = scope[1]
+        if status is not None:
+            query += ' AND status=?'
+            values = values + [status]
+        total, with_inbound = connection.execute(query,values).fetchone()
+        return {'total':total, 'with_inbound':with_inbound}
+    except sqlite3.Error:
+        raise OrderDataUnavailable from None
+    finally:
+        if connection is not None:
+            connection.close()
+
+
+def parse_count_query(message):
+    if is_lookup_help(message):return None
+    from .order_query import parse_query
+    return parse_query(message)
+
+
+def answer_count_query(intent, tenants,conv_id=None):
+    from .order_listing import answer_summary
+    return answer_summary(intent,tenants,conv_id)
+
+
+def answer_list_query(message, tenants, conv_id=None):
+    from .order_listing import answer_list
+    return answer_list(message,tenants,conv_id)
+
+
+def extract_reference(message):
+    # Explicit postal/monetary fields are not order identifiers, even if invalid.
+    message = re.sub(r'(?:手机号|手机号码|电话号码|联系电话|电话)\s*[:：是为]?\s*(?:\+?86[-\s]?)?1[3-9]\d{9}', ' ', message)
+    message = re.sub(r'(?:邮编|zip(?:\s*code)?|post\s*code)\s*[:：为是]?\s*[0-9-]+', ' ', message, flags=re.I)
+    message = re.sub(r'(?<![A-Za-z0-9_-])\d+(?:\.\d+)?\s*(?:万)?(?:USD|RMB|CNY|美元|美金|人民币|元)(?![A-Za-z0-9_-])',' ',message,flags=re.I)
+    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)
+    from .pricing import DIMENSION_PATTERNS
+    for pattern in DIMENSION_PATTERNS:
+        def remove_dimensions(match):
+            end=match.start()+len(match[0].rstrip())
+            before=message[match.start()-1:match.start()] if match.start() else ''
+            after=message[end:end+1]
+            return match[0] if re.search(r'[A-Za-z0-9_.-]',before+after) else ' '
+        message=pattern.sub(remove_dimensions,message)
+    message = re.sub(r'(?<![A-Za-z0-9_.-])\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?'
+                     r'(?:\s*(?:inches|inch|in|cm|mm|m|英寸|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'(?:kilograms?|kgs?|grams?|g|tons?|lbs?|磅|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 (re.fullmatch(r'[A-Za-z]{2,4}[0-9][A-Za-z0-9]{0,2}',token)
+                and re.search(r'美国|报价|海派|海卡|海运|\bquote\b',message,re.I)
+                and not re.search(r'订单|运单|入仓|轨迹|查单|\btrack\b',message,re.I)):
+            continue
+        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_lookup_help(message):
+    if re.search(r'是什么意思|指什么|怎么(?:查|操作|使用)|如何(?:查|操作|使用)|怎样(?:查|操作|使用)|'
+                 r'\bhow\s+(?:do|can|to)\b', message, re.I):
+        return True
+    if re.fullmatch(r'\s*(?:请问)?(?:物流轨迹|物流状态|订单状态|入仓码|入仓号)是什么[。？！?!\s]*', message):
+        return True
+    return bool(re.search(r'\bwhat\s+(?:is|are)\b', message, re.I) and
+                not re.search(r'\b(?:my|this|that|our)\b', message, re.I))
+
+
+def is_tracking_request(message):
+    """Bounded tracking commands also work without an identifier or prior context."""
+    question = re.sub(r'[\s，,。.!！?？、：:]', '', message)
+    command = (r'(?:请问|请|麻烦)?(?:帮我)?(?:查(?:询|一下|下)?(?:物流(?:轨迹|进度|状态)?|轨迹|进度|货)|'
+               r'(?:物流|轨迹|进度)(?:查询|查一下|查下))')
+    personal = (r'(?:我的|(?:我)?(?:这|那)(?:票|个|单)|该)(?:货物?|包裹|快递|订单|运单)'
+                r'(?:现在|目前)?(?:到哪(?:里)?了?|什么时候(?:能|会)?到|何时能?到|多久能?到|'
+                r'(?:已)?(?:清关|开船|到港|出库|提柜)(?:了)?(?:吗|没|了吗|没有)?|签收了?(?:吗|没)|状态|进度|轨迹)(?:呢|吗|呀|啊)?')
+    english = (r'(?:where\s+(?:is|are)\s+my|track(?:\s+my)?|check(?:\s+my)?)\s+'
+               r'(?:parcels?|packages?|shipments?|orders?)(?:\s+(?:status|progress))?|'
+               r'what\s+is\s+my\s+(?:parcel|package|shipment|order)\s+(?:status|progress)')
+    return bool(re.fullmatch(command+'|'+personal, question) or
+                re.fullmatch(english, message.strip(' \t\r\n.!?'), re.I))
+
+
+def is_order_followup(message):
+    """Reuse an order only for an explicit reference or a short detail question."""
+    from .order_explanations import detail_question
+    if detail_question(message) and not re.search(r'报价|价格|多少钱|公斤|\bKG\b|海派|海卡',message,re.I):
+        return True
+    if is_lookup_help(message):
+        return False
+    if is_tracking_request(message):
+        return True
+    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()
+    from .order_explanations import general_explanation, detail_question, explain_order
+    if not references:
+        explanation=general_explanation(message)
+        if explanation:return {'t':explanation}
+    count_intent = parse_count_query(message) if not references else None
+    if count_intent is not None:
+        return answer_count_query(count_intent,tenants,conv_id)
+    if not references:
+        listed=answer_list_query(message,tenants,conv_id)
+        if listed is not None:return listed
+    mutation=bool(re.search(r'改址|改.*(?:收货|收件).*地址|修改.*(?:收件|地址|订单)|(?:收货|收件)地址.*改|(?:取消|删除).*(?:订单|运单)|(?:订单|运单).*取消',message))
+    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 mutation:
+            return order_login_response() if not tenants else {'t':'当前支持查询订单与物流轨迹；改址、取消等操作请联系人工客服办理，尚未修改订单。请提供入仓码。'}
+        if detail_question(message) and not is_lookup_help(message):
+            return order_login_response() if not tenants else {'t':'请提供入仓码，我先核对该票订单的实际物流记录。'}
+        if re.search(r'哪些.*(?:订单|运单)|(?:订单|运单).*(?:筛选|还没开船|未发货|已发货|未签收)',message) and not is_lookup_help(message):
+            return order_login_response() if not tenants else {'t':'暂不支持按这个物流条件批量筛选订单。可按业务状态查看列表，或提供入仓码逐票核对实际物流节点。'}
+        if is_tracking_request(message) or (not is_lookup_help(message) and 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 mutation:
+        return {'t':f'已查到订单“{reference}”。当前支持查询订单与物流轨迹；改址、取消等操作请联系人工客服办理，尚未修改订单。','_customer_data':True}
+    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。','_customer_data':True}
+    card=build_card(matches[0])
+    explanation=explain_order(message,matches[0],card)
+    if explanation:return {'t':explanation,'_customer_data':True}
+    return {'card':card}

logistics_chat/order_explanations.py

@@ -0,0 +1,49 @@
+"""Explain recorded order facts without inferring delivery or operational writes."""
+
+import re
+
+
+def detail_question(message):
+    if re.search(r'报价|运费|海派|海卡|\d+\s*(?:KG|公斤)',message,re.I) and not re.search(r'这票|该订单|我的订单',message):
+        return False
+    return bool(re.search(r'异常原因|为什么异常|什么异常|上架|没更新|未更新|没有更新|不更新|少了?.*(?:箱|件)|到了?几箱|逐箱|每箱.*签收|'
+                          r'已完成.*(?:签收|送达)|(?:签收|送达).*已完成|催单|催一下|拦截|改.*(?:收货|收件).*地址|(?:收货|收件)地址.*改|快递单号|付过款|付款状态|'
+                          r'(?:这票|该订单|我的货).*(?:发货|发走|出库|开船)',message))
+
+
+def general_explanation(message):
+    if re.search(r'我的|这票|这单|这个订单|该订单',message):return None
+    if re.search(r'已完成|履约中|上架',message) and re.search(r'是什么意思|是否代表|是不是|等于|有什么区别',message):
+        return '“履约中”“头程订单已完成”属于业务状态；出库、开船、到港等以实际物流节点为准。业务完成不等于收件人签收，签收也不等于亚马逊已上架；上架需以亚马逊入库记录核实。'
+    return None
+
+
+def explain_order(message,row,card):
+    if not detail_question(message):return None
+    reference=row.get('inbound_code') or row['order_no']
+    lines=[f'入仓码 {reference}。' if row.get('inbound_code') else f'订单号 {reference}。']
+    if re.search(r'异常原因|为什么异常|什么异常',message):
+        reason=(row.get('exception_reason') or '').strip()
+        return lines[0]+('已记录的异常原因：'+reason if reason else '当前未登记异常原因，请联系人工核实。')
+    if re.search(r'催单|催一下|拦截',message):
+        return lines[0]+'催单或拦截需联系人工客服办理；当前仅查询订单，尚未提交催单或拦截申请。'
+    if re.search(r'付过款|付款状态',message):
+        return lines[0]+'当前订单未接入付款状态，不能根据业务状态判断是否付款，请联系人工核对账单。'
+    if '快递单号' in message:
+        return lines[0]+'当前未记录可核实的UPS/FedEx尾程快递单号，入仓码和内部订单号不能直接当作快递单号，请联系人工核对。'
+    lines.append(f'登记的业务状态为“{card["status"]}”。')
+    actual=card.get('nodes',[]) if card.get('node_kind')=='logistics' else []
+    if actual:
+        latest=actual[0]
+        lines.append('最近一条实际物流记录：'+' '.join(str(latest.get(k) or '') for k in ('time','text','place')).strip()+'。')
+    else:lines.append('当前没有已记录的实际物流节点，不能根据业务状态推断货物位置。')
+    if re.search(r'上架|已完成|签收|送达',message):
+        lines.append('头程业务完成不等于收件人签收；当前节点不能用于确认亚马逊上架。上架结果需核对亚马逊入库记录。')
+    if re.search(r'没更新|未更新|没有更新|不更新',message):
+        lines.append('未更新期间的实际位置和原因无法从现有记录确定，可提供入仓码联系人工核查。')
+    if re.search(r'发货|发走|出库|开船',message):
+        lines.append('计划发货或开船安排需联系人工核对，不能根据业务状态承诺未来发货日期。')
+    if re.search(r'少了?.*(?:箱|件)|到了?几箱|逐箱|每箱.*签收',message):
+        if row.get('package_count') is not None:lines.append(f'登记总件数为{row["package_count"]}件。')
+        lines.append('当前没有逐箱签收明细，不能把整票业务状态当作每箱均已送达，请联系人工核实各箱情况。')
+    return '\n'.join(lines)

logistics_chat/order_listing.py

@@ -0,0 +1,174 @@
+"""Scoped summaries, five-row previews and durable conversational list pages."""
+
+from collections import Counter,deque
+import json
+import re
+import sqlite3
+
+from .db import connect
+from .order_query import parse_query,filters,STAGE_LABELS
+from .order_tracking import current_stage
+
+
+def page_command(message):
+    text=re.sub(r'[\s，,。.!！?？]','',message)
+    match=re.fullmatch(r'(?:请)?(?:订单)?第(\d{1,5})页',text)
+    if match:return int(match.group(1))
+    if re.fullmatch(r'(?:请|继续)?(?:下一页|下页|继续显示|接着显示(?:剩下的)?订单)',text):return 'next'
+    if re.fullmatch(r'(?:请)?(?:上一页|上页)',text):return 'previous'
+    return None
+
+
+def valid_filters(query):
+    from .order_data import STATUS_LABELS
+    return (isinstance(query,dict) and set(query)=={'status','stage','exception'}
+            and (query['status'] is None or query['status'] in STATUS_LABELS)
+            and (query['stage'] is None or query['stage'] in STAGE_LABELS)
+            and isinstance(query['exception'],bool))
+
+
+def load_state(conv_id):
+    from .customer_service import current_customer_id,current_scope_key
+    from .visitor_service import visitor_id
+    if not conv_id:return None
+    connection=connect()
+    try:
+        row=connection.execute('SELECT order_list_state FROM chat_history WHERE id=? AND visitor_id=? '
+            'AND customer_id=? AND customer_scope=?',
+            (conv_id,visitor_id(),current_customer_id(),current_scope_key())).fetchone()
+        state=json.loads(row[0]) if row and row[0] else None
+        if not isinstance(state,dict) or not valid_filters(state.get('query')):return None
+        if type(state.get('page')) is not int or not 1<=state['page']<=10000:return None
+        if state.get('size') not in (5,20) or type(state.get('message_id')) is not int:return None
+        for (text,) in connection.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' AND id>? ORDER BY id",
+                                         (conv_id,state['message_id'])):
+            if page_command(text) is None and parse_query(text) is None and text.strip() not in ('查看全部','查看全部订单'):
+                return None
+        return state
+    except (ValueError,TypeError):return None
+    finally:connection.close()
+
+
+def save_state(conv_id,state,message_id):
+    """Called only after the reply and customer binding have been persisted."""
+    from .customer_service import current_customer_id,current_scope_key
+    from .visitor_service import visitor_id
+    if not conv_id or type(message_id) is not int:return
+    connection=connect()
+    try:
+        state=dict(state)
+        state['message_id']=message_id
+        connection.execute('UPDATE chat_history SET order_list_state=? WHERE id=? AND visitor_id=? '
+            'AND customer_id=? AND customer_scope=? '
+            'AND NOT EXISTS(SELECT 1 FROM messages WHERE conv_id=? AND id>?)',
+            (json.dumps(state,ensure_ascii=False),conv_id,visitor_id(),current_customer_id(),current_scope_key(),conv_id,message_id))
+        connection.commit()
+    finally:connection.close()
+
+
+def read_orders(tenants,query,page=1,size=5):
+    """One scoped snapshot; each order occupies one actual-node bucket."""
+    from .order_data import tenant_filter
+    scope=tenant_filter(tenant_ids=tenants)
+    if scope is None or not valid_filters(query):raise ValueError('Explicit customer scope and filters required')
+    connection=connect()
+    try:
+        connection.row_factory=sqlite3.Row
+        where=' WHERE 1=1'+scope[0];values=scope[1]
+        if query['status']:where+=' AND status=?';values=values+[query['status']]
+        connection.execute('BEGIN')
+        rows=connection.execute('SELECT order_no,inbound_code,status,warehouse_code,tracking_json,exception_reason '
+            'FROM order_test_data'+where+' ORDER BY COALESCE(julianday(source_updated_at),julianday(snapshot_at),0) DESC,id DESC',values)
+        total=with_inbound=0;groups=Counter();selected=[];tail=deque(maxlen=size)
+        for row in rows:
+            item=dict(row)
+            item['exception_reason']=(item['exception_reason'] or '').strip()
+            if query['exception'] and not item['exception_reason']:continue
+            item['stage']=current_stage(item.pop('tracking_json'))
+            if query['stage'] and query['stage']!=item['stage']:continue
+            total+=1;with_inbound+=bool((item['inbound_code'] or '').strip());groups[item['stage']]+=1
+            tail.append(item)
+            if (page-1)*size<total<=page*size:selected.append(item)
+        last=max(1,(total+size-1)//size)
+        if page>last:
+            page=last;selected=list(tail)[-(total-(last-1)*size):] if total else []
+        return {'total':total,'with_inbound':with_inbound,'groups':groups,'rows':selected,'page':page}
+    finally:connection.close()
+
+
+def row_text(row):
+    from .order_data import STATUS_LABELS
+    def clean(value):return re.sub(r'[\r\n\t]+',' ',str(value or '未登记'))
+    text=f'- 入仓码：{clean(row["inbound_code"])}；订单号：{clean(row["order_no"])}；业务状态：{STATUS_LABELS.get(row["status"],row["status"])}；目的仓：{clean(row["warehouse_code"])}；当前节点：{STAGE_LABELS[row["stage"]]}'
+    if row['exception_reason']:text+='；异常原因：'+clean(row['exception_reason'])
+    return text
+
+
+def unsupported(listing=False):
+    return {'t':f'暂不支持按这个条件{"列出订单" if listing else "统计"}。可以查询订单总数、业务状态、明确标记的异常，或按当前实际物流节点统计；请一次指定一个节点。'}
+
+
+def answer_summary(intent,tenants,conv_id=None):
+    from .customer_service import order_login_response
+    from .order_data import STATUS_LABELS
+    if not tenants:return order_login_response()
+    if intent['unsupported']:return unsupported()
+    query=filters(intent)
+    try:
+        data=read_orders(tenants,query)
+        total=data['total']
+        if query['stage']:
+            text=f'您当前有 {total} 票当前节点为“{STAGE_LABELS[query["stage"]]}”的订单'
+        elif query['status']:
+            text=f'您当前有 {total} 票业务状态为“{STATUS_LABELS[query["status"]]}”的订单'
+        elif query['exception']:text=f'您当前有 {total} 票明确标记异常的订单'
+        else:text=f'您当前共有 {total} 票订单'
+        if query['exception'] and (query['stage'] or query['status']):text+='（已明确标记异常）'
+        if query['stage'] and query['status']:text+=f'（业务状态：{STATUS_LABELS[query["status"]]}）'
+        lines=[text+f'，其中 {data["with_inbound"]} 票已登记入仓码。']
+        if intent.get('grouped'):
+            lines.append('按当前实际物流节点分布（每票只计一次）：')
+            lines.extend(f'- {label}：{data["groups"][code]}票' for code,label in STAGE_LABELS.items() if data['groups'][code])
+        if data['rows']:
+            lines.append(f'最近更新的{len(data["rows"])}票：')
+            lines.extend(row_text(row) for row in data['rows'])
+            lines.append('回复“查看全部”展开列表，或发送入仓码查询详情。')
+        state={'query':query,'page':1,'size':5}
+        previous=load_state(conv_id)
+        if previous and previous['query']==query:state={key:previous[key] for key in ('query','page','size')}
+        return {'t':'\n'.join(lines),'_customer_data':True,'_order_list_state':state}
+    except sqlite3.Error:return {'t':'订单信息暂时无法读取，请稍后重试。'}
+
+
+def answer_list(message,tenants,conv_id=None):
+    from .order_data import is_lookup_help,STATUS_LABELS
+    from .customer_service import order_login_response
+    command=page_command(message)
+    expand=message.strip(' ，,。.!！?？') in ('查看全部','查看全部订单')
+    initial=(not is_lookup_help(message) and re.search(r'订单|运单|\borders?\b|\bshipments?\b',message,re.I)
+             and re.search(r'列出|列表|全部|所有|\blist\b',message,re.I))
+    if command is None and not initial and not expand:return None
+    if not tenants:return order_login_response()
+    try:
+        previous=load_state(conv_id)
+        if command is not None or expand:
+            if not previous:return {'t':'请先在当前对话中发送“列出我的订单”或查询订单数量，再翻页查看。'}
+            query=previous['query'];size=20 if expand else previous['size']
+            page=1 if expand else int(command) if isinstance(command,int) else max(1,previous['page']+(1 if command=='next' else -1))
+            if not 1<=page<=10000:return {'t':'请提供1至10000之间的有效页码。'}
+        else:
+            intent=parse_query(message,listing=True)
+            if intent is None or intent['unsupported']:return unsupported(True)
+            query=filters(intent);page=1;size=20
+        data=read_orders(tenants,query,page,size);page=data['page'];total=data['total']
+        state={'query':query,'page':page,'size':size}
+        if not total:return {'t':'当前账号下没有符合条件的订单。','_customer_data':True,'_order_list_state':state}
+        label=STATUS_LABELS[query['status']] if query['status'] else '全部'
+        first=f'先列出{size}票；' if page==1 and total>size else ''
+        extra=('；当前节点：'+STAGE_LABELS[query['stage']] if query['stage'] else '')+('；明确标记异常' if query['exception'] else '')
+        lines=[f'您当前的订单列表（{first}第{page}页；业务状态：{label}{extra}）：',f'共{total}票，当前显示第{(page-1)*size+1}至{(page-1)*size+len(data["rows"])}票。']
+        lines.extend(row_text(row) for row in data['rows'])
+        lines.append('回复“下一页”查看后续订单。' if page*size<total else '当前已是最后一页。')
+        lines.append('发送入仓码可查询该票订单和物流轨迹。')
+        return {'t':'\n'.join(lines),'_customer_data':True,'_order_list_state':state}
+    except sqlite3.Error:return {'t':'订单信息暂时无法读取，请稍后重试。'}

logistics_chat/order_query.py

@@ -0,0 +1,61 @@
+"""Recognize explicit, whitelisted order summary and list filters."""
+
+import re
+
+from .order_tracking import NODE_LABELS
+
+
+NODE_PHRASES = (
+    ('DOMESTIC_RECEIVED',r'已入国内仓|已入仓'),
+    ('LOADING_COMPLETED',r'已完成装柜|已装柜'),
+    ('DEPARTED_WAREHOUSE',r'已离开国内仓库|已离仓|已出库'),
+    ('AT_ORIGIN_PORT',r'重箱已进入起运港或码头|已到起运港|已进起运港'),
+    ('LOADED_ON_VESSEL',r'已装船'),
+    ('DEPARTED_ORIGIN_PORT',r'船舶已离开起运港|已开船|开船'),
+    ('IN_TRANSIT',r'海运途中|运输中|在途|海上'),
+    ('ARRIVED_DESTINATION_PORT',r'船舶已到目的港|已到目的港|已到港|到港'),
+    ('DISCHARGED_FROM_VESSEL',r'已卸船、未清关|卸船未清关|已卸船|卸船'),
+    ('PICKUP_READY',r'已清关、可提柜|已清关|清关完成|可提柜'),
+    ('PICKED_UP',r'已提柜|提柜'),
+    ('EMPTY_RETURNED',r'已还柜|还柜'),
+    ('NO_ACTUAL',r'没有实际轨迹|暂无实际节点|没有轨迹|无轨迹'),
+    ('MIXED',r'多柜进度不一致|多柜进度不同'),
+)
+STAGE_LABELS = {code:labels[1] for code,labels in NODE_LABELS.items()}
+STAGE_LABELS.update(NO_ACTUAL='暂无实际节点',MIXED='多柜进度不同')
+STATUSES = (('头程订单已完成','COMPLETED'),('已完成','COMPLETED'),('履约中','PROCESSING'),
+            ('处理中','PROCESSING'),('已取消','CANCELLED'),('审核通过','APPROVED'),
+            ('审核驳回','REJECTED'),('已接单','ACCEPTED'),('已提交','SUBMITTED'),('草稿','DRAFT'))
+NOUN = r'订单|运单|入仓码|入仓号|\borders?\b|\bshipments?\b'
+COUNT = r'多少|几(?:个|票|条|张|笔)|总数|数量|总量|统计|数一下|(?:订单|运单)数(?!量)|\bhow\s+many\b|\bcount\b|\bnumber\b|\btotal\b'
+
+
+def parse_query(message,listing=False):
+    if not re.search(NOUN,message,re.I):return None
+    if not listing and not (re.search(COUNT,message,re.I) or re.search(r'分布|(?:都|分别).*到哪',message)):return None
+    if re.search(r'公斤|千克|\bkg\b|重量|毛重|体积|件数|箱数|运费|费用|价格|多少钱',message,re.I):return None
+    remaining=message
+    statuses=[];nodes=[]
+    # Unknown/negated logistics conditions must never silently become a total.
+    unsupported=bool(re.search(r'未到港|没到港|还没|未开船|未发货|未签收|已签收|已送达|曾经|曾到|到过|正常订单|无异常',remaining))
+    for code,pattern in NODE_PHRASES:
+        if re.search(pattern,remaining):
+            nodes.append(code);remaining=re.sub(pattern,'',remaining)
+    for phrase,status in STATUSES:
+        if phrase in remaining:
+            statuses.append(status);remaining=remaining.replace(phrase,'')
+    exception=bool(re.search(r'异常',remaining))
+    remaining=re.sub(r'物流异常|异常','',remaining)
+    grouped=not nodes and bool(re.search(r'轨迹|节点|阶段|到哪',remaining))
+    remaining=re.sub(r'物流轨迹|物流节点|当前节点|轨迹|节点|阶段|到哪里|到哪|各自|各个|每个|分别|分布|各|都|了', '',remaining)
+    remaining=re.sub(COUNT+'|'+NOUN,'',remaining,flags=re.I)
+    remaining=re.sub(r'当前账号|当前账户|账号下|账户下|名下|可查询|能查到|可以查到|目前|现在|当前|一共|总共|合计|总计|'
+        r'请问|麻烦|帮我|想知道|想查|想看|请|查询|查一下|查下|查查|看一下|看看|看下|一下|下|列出|列表|显示|全部|所有|共有|我的|我|能|有|的|个|票|条|张|笔|呢|吗|呀|啊|共|'
+        r'\b(?:list|what|is|of|do|i|have|are|there|my|in|all|the|currently)\b|[\s，,。.!！?？、：:]','',remaining,flags=re.I)
+    return {'status':statuses[0] if statuses else None,'stage':nodes[0] if nodes else None,
+            'exception':exception,'grouped':grouped,
+            'unsupported':bool(unsupported or remaining or len(set(statuses))>1 or len(set(nodes))>1)}
+
+
+def filters(intent):
+    return {key:intent.get(key) for key in ('status','stage','exception')}

logistics_chat/order_tracking.py

@@ -0,0 +1,112 @@
+"""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 tracking_facts(raw):
+    """Share the same corrections and actual/estimated split with aggregation."""
+    try:
+        facts = json.loads(raw) if isinstance(raw, str) else raw
+    except (ValueError, TypeError):
+        return {},{}
+    if not isinstance(facts, list):
+        return {},{}
+    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
+    return actual,estimated
+
+
+def current_stage(raw):
+    actual,estimated=tracking_facts(raw)
+    progress={}
+    for (shipment,code) in actual:
+        if shipment not in progress or NODE_LABELS[code][0]>NODE_LABELS[progress[shipment]][0]:
+            progress[shipment]=code
+    shipments={shipment for shipment,_ in actual.keys() | estimated.keys() if shipment}
+    if shipments:
+        if not any(shipment in progress for shipment in shipments) and '' in progress:return progress['']
+        progress={shipment:progress.get(shipment,'NO_ACTUAL') for shipment in shipments}
+    codes=set(progress.values())
+    return next(iter(codes)) if len(codes)==1 else 'MIXED' if codes else 'NO_ACTUAL'
+
+
+def build_tracking(raw):
+    """Latest observation corrects a milestone; forecasts never advance progress."""
+    actual,estimated=tracking_facts(raw)
+    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

@@ -94,44 +94,75 @@ RATES = {
 
 CBM_CHANNELS = ("卡航", "普卡", "铁路", "海运")
 
+DIMENSION_NUMBER = r'(?<![\d.+-])(\d+(?:\.\d+)?)(?![\d.])'
+DIMENSION_UNIT = r'\s*(英寸|毫米|厘米|公分|米|(?:inches|inch|in|cm|mm|m)(?=$|[^A-Za-z0-9²³]|[xX])|["″])?\s*'
+DIMENSION_AXIS = DIMENSION_NUMBER + DIMENSION_UNIT
+DIMENSION_PATTERNS = tuple(re.compile(pattern,re.I) for pattern in (
+    DIMENSION_AXIS+r'[*xX×]\s*'+DIMENSION_AXIS+r'[*xX×]\s*'+DIMENSION_AXIS,
+    r'长\s*'+DIMENSION_AXIS+r'宽\s*'+DIMENSION_AXIS+r'高\s*'+DIMENSION_AXIS,
+    DIMENSION_AXIS+r'长\s*'+DIMENSION_AXIS+r'宽\s*'+DIMENSION_AXIS+r'高',
+))
+
+
+def dimension_measurement(text):
+    """Keep units attached to the three packaging axes, not product descriptions."""
+    matches=[match for pattern in DIMENSION_PATTERNS if (match:=pattern.search(text))]
+    if not matches:return None
+    match=min(matches,key=lambda item:item.start())
+    parts=match.groups()
+    values=[float(parts[index]) for index in (0,2,4)]
+    aliases={'英寸':'in','inches':'in','inch':'in','"':'in','″':'in',
+             '毫米':'mm','厘米':'cm','公分':'cm','米':'m'}
+    units=[aliases.get(value.lower(),value.lower()) if value else None for value in parts[1::2]]
+    default=next((unit for unit in reversed(units) if unit),'cm')
+    units=[unit or default for unit in units]
+    if len(set(units))==1:return values,units[0]
+    factors={'cm':1,'mm':0.1,'m':100,'in':2.54}
+    return [value*factors[unit] for value,unit in zip(values,units)],'cm'
+
+
 def parse_dims(t):
-    """解析 长x宽x高，例如 120*100*100 / 100x80x60 / 120×100×100
+    measurement=dimension_measurement(t)
+    return measurement[0] if measurement else None
+
+
+SHIPPING_REGION_PATTERNS = tuple((re.compile(pattern, re.I), region) for region, pattern in (
+    ('unsupported', r'美国|加拿大|澳大利亚|澳洲|新西兰|日本|韩国|新加坡|马来西亚|泰国|越南|印度|阿联酋|迪拜|沙特|巴西|墨西哥|俄罗斯|'
+        r'(?<![A-Za-z0-9_])(?-i:US)(?=$|[^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
 
-    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
 
 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)
-    if not intent["dims"]:
-        # 支持“长100宽80高60”
-        dl = re.search(r"长(\d+(?:\.\d+)?)宽(\d+(?:\.\d+)?)高(\d+(?:\.\d+)?)", t)
-        if dl:
-            intent["dims"] = [float(x) for x in dl.groups()]
 
     # 重量：带单位的数字。去掉空格后在原始文本上匹配，
     # 但不能把尺寸里的数字（如 120*100*100 的第三个数）当成重量
@@ -162,20 +193,24 @@ def parse_shipping_intent(text):
     return intent
 
 def detect_dim_unit(text):
-    """识别尺寸单位：cm（默认）/ m / mm"""
+    """Recognize explicit dimensions; aggregate CBM does not imply meters."""
+    measurement=dimension_measurement(text)
+    if measurement:return measurement[1]
     low = text.lower()
+    if re.search(r'英寸|\binch(?:es)?(?![A-Za-z])|\d\s*in(?![A-Za-z0-9])|\d\s*["″]',low):
+        return 'in'
     if re.search(r"毫米|\d\s*mm", low):
         return "mm"
-    if re.search(r"米", low) and not re.search(r"厘米", low):
-        return "m"
     if re.search(r"\d\s*cm|\d\s*厘米", low):
         return "cm"
-    if re.search(r"\d\s*m", low):          # 注意：cm 里也含 m，所以放在 cm 之后判断
+    if re.search(r"\d\s*(?:m(?![A-Za-z0-9²³])|米)", low):
         return "m"
     return "cm"
 
 def dims_to_cm(dims, unit):
     """统一换算成厘米，体积重公式按 cm 计算"""
+    if unit == 'in':
+        return [d * 2.54 for d in dims]
     if unit == "m":
         return [d * 100 for d in dims]
     if unit == "mm":
@@ -192,17 +227,21 @@ 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 +252,9 @@ 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 +356,8 @@ 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/quote_allocations.py

@@ -0,0 +1,38 @@
+"""Explicit weight-to-warehouse assignments; unassigned comparisons stay separate."""
+
+from decimal import Decimal
+import re
+
+
+def allocations(text,codes,weight_pattern,to_kg):
+    if len(codes)<2:return None
+    code='('+'|'.join(re.escape(code) for code in sorted(codes,key=len,reverse=True))+r')(?![A-Za-z0-9])'
+    forward=weight_pattern.pattern+r'\s*(?:货物)?\s*(?:发到|发往|送到|发|到|去)?\s*'+code
+    reverse=code+r'\s*(?:[：:]|分配|发|重)?\s*'+weight_pattern.pattern
+    entries=[];used=[]
+    for pattern,backwards in ((forward,False),(reverse,True)):
+        for match in re.finditer(pattern,text,re.I):
+            if any(match.start()<end and match.end()>start for start,end in used):continue
+            values=match.groups()
+            destination,value,unit=values if backwards else (values[2],values[0],values[1])
+            piece_weight=to_kg(value,unit)
+            weight_start=match.start(2 if backwards else 1)
+            carton=re.search(r'(第)?(\d+)\s*(?:箱|件)\s*(每(?:箱|件))?\s*$',text[:weight_start])
+            boxes=(1 if carton.group(1) else int(carton.group(2))) if carton else None
+            pieces=([{'count':boxes,'weight':str(piece_weight),'dims':None,'dim_unit':'cm','position':weight_start}]
+                    if carton and (boxes==1 or carton.group(3)) else None)
+            weight=piece_weight*boxes if pieces else piece_weight
+            entries.append({'warehouse':destination.upper(),'weight':weight,'boxes':boxes,'packages':pieces})
+            used.append(match.span())
+    if len(entries)<2:return None
+    totals={}
+    for entry in entries:
+        code=entry['warehouse']
+        if code not in totals:
+            totals[code]=entry
+            continue
+        total=totals[code]
+        total['weight']+=entry['weight']
+        total['boxes']=total['boxes']+entry['boxes'] if total['boxes'] is not None and entry['boxes'] is not None else None
+        total['packages']=(total['packages']+entry['packages']) if total['packages'] and entry['packages'] else None
+    return [{**entry,'weight':str(entry['weight'])} for entry in totals.values()]

logistics_chat/quote_answers.py

@@ -0,0 +1,125 @@
+"""Answer business questions from the active local book, without old regional FAQs."""
+
+from decimal import Decimal, ROUND_HALF_UP
+import re
+
+from .quote_fees import document, amount, material_fee, limit_fees
+
+
+def answer_business(intent,book):
+    from .quote_engine import number,exact_number
+
+    text=intent['text'];mode=intent.get('mode')
+    if mode=='weight_basis':
+        return '运费按计费重量计算，不是只看净重。实重按含包装的毛重，与材积重取较大值；美国海派材积重为长×宽×高(cm)÷6000，每箱不足12KG按12KG计费。海卡包税按对应公斤规则，不包税按方方案以实际体积和毛重÷363取大；请按所选方案核算。'
+    if mode=='rounding':
+        weight=(f'若{exact_number(intent["weight"])}KG已是计费重，就按{exact_number(intent["weight"])}KG计算。' if intent.get('weight') else '')
+        return '美国海派按原小数计费，不向上取整；每箱不足12KG仍按12KG计费。'+weight+'计费重先按各箱实重与材积重取大，再按渠道对应的重量门槛匹配档位。海卡等其他方案的进位方式需另行核对。'
+    if mode=='mixing':
+        return '请分别提供各产品的品名、材质、数量、重量，以及是否带电、带磁、液体或粉末，并说明是否放在同一箱。需先核对各品类的承运与申报要求，再确认混装方案，不能仅凭“两种产品”判断可以混装。'
+    if mode=='metal_scope':
+        from .quote_fees import material_charge
+        from .quote_engine import quantity
+        per_kg=material_fee(book)
+        if per_kg is None:return '铁铝附加费只按铁铝货物的计费重收取，当前未匹配到费率，请联系人工核对。'
+        lines=[f'铁铝附加费为{per_kg:g}元/KG，只按铁铝货物的计费重收取；一票只有部分铁铝货物时，不按整票计费重加收。']
+        unit='cbm' if intent.get('tax')=='excluded' and intent.get('cbm') else 'kg'
+        rate={'kind':'truck' if intent.get('kinds')==['truck'] else 'parcel','unit':unit,'service':''}
+        details=material_charge(intent,quantity(intent,rate),unit,book)
+        lines+=details['items']+details['notes']
+        if intent.get('metal_scope')!='partial' and details['items'] and not intent.get('dims'):
+            lines.append('以上按当前提供的重量条件估算，仍需核对各箱尺寸及材积重。')
+        return '\n'.join(dict.fromkeys(lines))
+    if mode=='currency':
+        return '当前海卡、海派运价中的“元/KG”和“元/CBM”按人民币（RMB/CNY）计；一件代发等资料中标注“$”“USD”“美金”的费用按美元计。不同币种分别列明，未提供结算汇率时不自动换算。'
+    if mode=='insurance':
+        raw=document(book,('保险费','投保金额'))
+        percent=amount(raw,r'百分之\s*(\d+(?:\.\d+)?)')
+        minimum=amount(raw,r'min\s*(\d+(?:\.\d+)?)\s*USD')
+        multiplier=amount(raw,r'货值乘以\s*(\d+(?:\.\d+)?)')
+        if percent is None or minimum is None or multiplier is None:
+            return '当前资料未明确保险的完整计费条件，请提供货值和币种，由人工确认保险费。'
+        lines=[f'当前资料保险费率为保额的{percent:g}%，最低{minimum:g}USD；按货值投保时，投保金额为货值×{multiplier:g}。']
+        money=re.search(r'(-?\d+(?:\.\d+)?)\s*(万)?\s*(美元|美金|USD|人民币|元)',text,re.I)
+        if money and money.group(3).lower() in ('美元','美金','usd'):
+            value=Decimal(money.group(1))*(10000 if money.group(2) else 1)
+            if not 0<value<=1000000000:return '请提供大于0的有效货值或保额及币种。'
+            insured=value if re.search(r'保价|保额',text) and not re.search(r'货值',text) else value*multiplier
+            total=max(insured*percent/100,minimum).quantize(Decimal('.01'),rounding=ROUND_HALF_UP)
+            lines.append(f'按保额{number(insured)}USD计算：max({number(insured)}×{percent:g}%，{minimum:g})={number(total)}USD。')
+        else:
+            lines.append('请提供货值/保额及币种；人民币货值还需确认适用结算汇率。')
+        return '\n'.join(lines)
+    if mode=='fulfillment':
+        tokens=[t for t in ('20GP','40GP','45HQ','散箱','散托','贴标','仓储','仓租','分拣','SKU') if t.lower() in text.lower()]
+        if '仓租' in tokens:tokens.append('仓储')
+        if '卸货' in text and not tokens:tokens=['20GP','40GP','45HQ']
+        rows=[]
+        for d in book['documents']:
+            if d['sheet']!='一件代发收费' or not re.search(r'\$|USD|美金',d['content'],re.I):continue
+            score=sum(t.lower() in d['content'].lower() for t in tokens) if tokens else 1
+            if score:rows.append((score,d['content']))
+        rows=sorted(rows,key=lambda row:(-row[0],-('；' in row[1])))
+        facts=list(dict.fromkeys(row[1] for row in rows))[:4]
+        return '美国仓一件代发收费：\n'+'\n'.join('- '+r for r in facts) if facts else '当前资料中未匹配到该一件代发收费项，请补充服务项目、箱数或体积，由人工核实。'
+    if mode=='customs':
+        if intent.get('services') and '美森加班' in intent['services'] and document(book,('不可接一般贸易',),'美森加班海卡'):
+            return '当前资料中美森加班海卡不可接一般贸易，请由人工确认其他渠道，不能直接按该线路加报关费办理。'
+        if re.search(r'FDA',text,re.I):
+            raw=document(book,('FDA','申报费'))
+            fee=amount(raw,r'申报费[:：]?\s*RMB\s*(\d+(?:\.\d+)?)')
+            if fee is not None:return f'当前资料中需做FDA Filing等申报的产品，申报费为{fee:g}人民币/票。请补充具体品名和渠道，确认是否接收及需要的资料。'
+            return '当前资料未匹配到FDA申报费，请提供具体品名和渠道，由人工确认是否接收及费用。'
+        raw=document(book,('海外进口清关','续页'))
+        extra=amount(raw,r'加收USD\s*(\d+(?:\.\d+)?)')
+        lines=[]
+        if re.search(r'续页|品名',text) and extra is not None:
+            lines.append(f'海外进口清关：每票超过5个品名的部分，按{extra:g}美元/个收取。')
+            count=re.search(r'(\d+)\s*个品名',text)
+            if count:lines.append(f'{count.group(1)}个品名的该项费用：max({count.group(1)}−5,0)×{extra:g}={max(int(count.group(1))-5,0)*extra:g}美元。')
+            lines.append('国内出口报关续项与海外进口清关分别收费；国内条款的品名计数方式需按票确认。')
+        raw_fee=document(book,('一般贸易出口报关费',))
+        declaration=amount(raw_fee,r'出口报关费[:：]\s*RMB\s*(\d+(?:\.\d+)?)')
+        if declaration is not None:lines.append(f'一般贸易出口报关费为{declaration:g}人民币/票。')
+        if re.search(r'单独报关',text):
+            minimum=document(book,('单独报关货物','300KG'))
+            if minimum:lines.append('单独报关货物最低按300KG计费；还需确认所选渠道是否接受一般贸易。')
+        return '\n'.join(lines) or '请提供具体申报项目、品名数量及渠道，当前资料无法确定该项费用。'
+    if mode=='acceptance':
+        raw=document(book,('禁止运输的货物',))
+        if raw:
+            prohibited=next((t for t in ('纯电池','液体','粉末','食品','医疗用品','仿牌') if t in text),None)
+            if prohibited:return f'当前海派资料将{prohibited}列为不接收/禁止运输的类别，不能按普通货直接报价。若咨询其他渠道，请先由人工核实承运条件。'
+            if re.search(r'带电|电池',text):return '当前海派资料中内置电池需要提供产品图片、MSDS及海运运输鉴定报告后单独确认；纯电池不接收。请补充电池类型和产品信息，确认后再匹配运价。'
+        return '请提供品名、材质、是否带电及所选渠道，先核对承运条件，再计算对应费用。'
+    if mode=='fees':
+        lines=[]
+        if re.search(r'含税|含派送|全包|包不包',text):
+            lines.append('报价行标注“包税”或“不包税”的方案按各自税费方式计算；海派的派送还需核对目的仓/邮编，住宅、商业地址及偏远等附加费不能直接当作已全部包含。')
+        metal=material_fee(book)
+        if metal is not None and re.search(r'铁制|钢制|铝制|铁铝|不锈钢',text):
+            from .quote_fees import material_charge
+            from .quote_engine import quantity
+            unit='cbm' if intent.get('tax')=='excluded' and intent.get('cbm') else 'kg'
+            charge=quantity(intent,{'kind':'truck' if intent.get('kinds')==['truck'] else 'parcel','unit':unit,'service':''})
+            details=material_charge(intent,charge,unit,book)
+            lines.append(f'铁铝附加费为{metal:g}元/KG，只按铁铝货物的计费重收取。')
+            lines+=details['items']+details['notes']
+        if re.search(r'超重|超尺寸|超长',text):
+            raw=document(book,('超重收',))
+            fee=amount(raw,r'超重收\s*[+＋]?\s*(\d+(?:\.\d+)?)')
+            if fee is not None:lines.append(f'海派明确的普通超重附加费为{fee:g}元/件；同箱同时超重、超尺寸时只收适用的最高一项。')
+            limits=limit_fees(intent,book)
+            lines+=limits['items']+limits['notes']
+        if re.search(r'住宅|私人|商业地址|非亚马逊',text):
+            lines.append('住宅或商业等非亚马逊地址的派送附加费在原表中需单独询价；请提供完整邮编、地址类型和箱规，不能直接当作FBA仓价格。')
+        if not lines or re.search(r'包含|包括|还[要需]|什么费用',text):
+            raw=document(book,('偏远地址加收','超偏远'))
+            remote=amount(raw,r'(?<!超)偏远地址加收\s*(\d+(?:\.\d+)?)元/kg')
+            extended=amount(raw,r'超偏远地址加收\s*(\d+(?:\.\d+)?)元/kg')
+            if remote is not None and extended is not None:
+                lines.append(f'当前美国海派资料：偏远地址加{remote:g}元/KG，超偏远地址加{extended:g}元/KG，遥远地址单询；海派每箱不足12KG按12KG计费。')
+            lines.append('报价中的包税/不包税是不同费率口径；材质、报关申报、偏远及超重超尺寸等按条件单列，不代表所有服务费用都已包含。')
+            if metal is not None:lines.append(f'铁铝制品附加费{metal:g}元/KG，只按铁铝货物计费重收取；多项费用分别列明，同箱超限费用只取最高项。')
+        return '\n'.join(lines)
+    return None

logistics_chat/quote_context.py

@@ -0,0 +1,62 @@
+"""Apply quote edits in chronological order, including derived carton quantities."""
+
+from copy import deepcopy
+from decimal import Decimal
+
+
+QUANTITY_QUESTION='箱数已更改，请确认新的总重或各箱重量，原分箱明细不能直接套用。'
+
+
+def merge_intent(current,previous):
+    result=deepcopy(current)
+    excluded={'mode','text','errors','dim_unit','quantity_note','quantity_uncertain','preserve_total','metal_weight_update'}
+    if current.get('metal_weight_update') and previous.get('metal_chargeable_weight') is None:
+        result['metal_chargeable_weight']=None
+        result['errors'].append('请确认铁铝部分的计费重，不能把毛重直接当作计费重。')
+    if current.get('warehouse') or current.get('unknown_warehouses'):
+        excluded.update(('postal','zone','zones'))
+    elif current.get('postal'):
+        excluded.update(('warehouse','warehouses','unknown_warehouses','zone','zones'))
+    elif current.get('zone'):
+        excluded.update(('warehouse','warehouses','unknown_warehouses','postal'))
+    if any(current.get(k) for k in ('warehouse','postal','zone')) and not current.get('unknown_warehouses'):
+        excluded.add('unknown_warehouses')
+    if any(current.get(k) for k in ('warehouse','unknown_warehouses','postal','zone')) and not current.get('allocations'):
+        excluded.add('allocations')
+    if current.get('allocations'):excluded.update(('packages','boxes','dims','cbm'))
+    if current['transport'] or current['kinds'] or current['services']:excluded.update(('air_only','air_requested'))
+    if current['air_only'] or current['tax']=='excluded':excluded.add('kinds')
+    if current['weight'] is not None:
+        if not current.get('packages'):excluded.add('packages')
+        if not current.get('allocations'):excluded.add('allocations')
+    if current['dims']:excluded.add('cbm')
+    if current['cbm'] is not None:excluded.add('dims')
+    if any(current.get(k) is not None for k in ('weight','dims','cbm','boxes','packages','allocations','transport','kinds','services','tax')) and current.get('metal_chargeable_weight') is None:
+        excluded.add('metal_chargeable_weight')
+    if current.get('material')=='ordinary':excluded.update(('metal_scope','metal_chargeable_weight'))
+    if current.get('metal_scope')=='all' and current.get('metal_chargeable_weight') is None:
+        excluded.add('metal_chargeable_weight')
+    for key,value in previous.items():
+        if result.get(key) is None and key not in excluded:result[key]=deepcopy(value)
+    if current['dims'] is None and 'dims' not in excluded and previous['dims']:
+        result['dim_unit']=previous['dim_unit']
+    pieces=result.get('packages') or []
+    if current['dims']:
+        for piece in pieces:piece.update(dims=current['dims'],dim_unit=current['dim_unit'])
+    elif current['cbm'] is not None:
+        for piece in pieces:piece.update(dims=None,dim_unit='cm')
+    if previous.get('quantity_uncertain') and current['weight'] is None and not current.get('preserve_total'):
+        result['quantity_uncertain']=True
+        result['errors'].append(QUANTITY_QUESTION)
+    if pieces and result['boxes']!=sum(p['count'] for p in pieces):
+        if current.get('preserve_total'):
+            result['packages']=None
+        elif len(pieces)==1:
+            pieces[0]['count']=result['boxes']
+            result['weight']=str(Decimal(pieces[0]['weight'])*result['boxes'])
+            result['quantity_note']=f'按每箱{pieces[0]["weight"]}KG不变，更新为{result["boxes"]}箱。'
+        else:
+            result['packages']=None
+            result['quantity_uncertain']=True
+            result['errors'].append(QUANTITY_QUESTION)
+    return result

logistics_chat/quote_data.py

@@ -0,0 +1,144 @@
+"""Versioned, private quote imports and read-only runtime access."""
+
+import json
+import re
+import sqlite3
+from decimal import Decimal, InvalidOperation
+
+
+def init_quote_tables(connection):
+    connection.execute('''CREATE TABLE IF NOT EXISTS quote_books (
+        id INTEGER PRIMARY KEY, source_sha256 TEXT NOT NULL UNIQUE,
+        source_name TEXT NOT NULL, active INTEGER NOT NULL DEFAULT 0)''')
+    connection.execute('''CREATE TABLE IF NOT EXISTS quote_rates (
+        id INTEGER PRIMARY KEY, book_id INTEGER NOT NULL, service TEXT NOT NULL,
+        kind TEXT NOT NULL, origin TEXT NOT NULL, zone TEXT NOT NULL,
+        unit TEXT NOT NULL, tax TEXT NOT NULL, min_weight TEXT NOT NULL,
+        price TEXT NOT NULL, eta TEXT NOT NULL, destinations_json TEXT NOT NULL,
+        source_sheet TEXT NOT NULL, source_cell TEXT NOT NULL)''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_quote_rates_book ON quote_rates(book_id)')
+    connection.execute('''CREATE TABLE IF NOT EXISTS quote_warehouses (
+        id INTEGER PRIMARY KEY, book_id INTEGER NOT NULL, code TEXT NOT NULL,
+        zone TEXT NOT NULL, state TEXT NOT NULL, postal TEXT NOT NULL,
+        address TEXT NOT NULL, source_sheet TEXT NOT NULL, source_cell TEXT NOT NULL)''')
+    connection.execute('CREATE INDEX IF NOT EXISTS idx_quote_warehouse_code ON quote_warehouses(book_id,code)')
+    connection.execute('''CREATE TABLE IF NOT EXISTS quote_postcodes (
+        book_id INTEGER NOT NULL, postal TEXT NOT NULL, severity TEXT NOT NULL,
+        fee TEXT, PRIMARY KEY(book_id,postal))''')
+    connection.execute('''CREATE TABLE IF NOT EXISTS quote_documents (
+        id INTEGER PRIMARY KEY, book_id INTEGER NOT NULL, sheet TEXT NOT NULL,
+        source_cell TEXT NOT NULL, content TEXT NOT NULL)''')
+
+
+def decimal_text(value, positive=False):
+    try:
+        number = Decimal(str(value))
+    except (InvalidOperation, ValueError):
+        raise ValueError('Invalid quote amount') from None
+    if not number.is_finite() or number < 0 or number > 100000000 or (positive and not number):
+        raise ValueError('Invalid quote amount')
+    return format(number, 'f')
+
+
+def import_snapshot(connection, snapshot, *, activate=False):
+    """Validate before writing; replace an active book atomically, never order data."""
+    if not isinstance(snapshot, dict) or snapshot.get('schema') != 1:
+        raise ValueError('Unsupported quote snapshot')
+    digest = snapshot.get('source_sha256', '')
+    if not re.fullmatch('[0-9a-f]{64}', digest):
+        raise ValueError('Invalid quote source checksum')
+    source_name = str(snapshot.get('source_name', ''))[:240]
+    if not source_name:
+        raise ValueError('Missing quote source name')
+    limits = {'rates':10000, 'warehouses':10000, 'postcodes':50000, 'documents':5000}
+    for key, limit in limits.items():
+        if not isinstance(snapshot.get(key), list) or len(snapshot[key]) > limit:
+            raise ValueError('Invalid quote records')
+    rates = []
+    for row in snapshot['rates']:
+        if (row.get('kind') not in ('truck', 'parcel') or row.get('unit') not in ('kg', 'cbm')
+                or row.get('tax') not in ('included', 'excluded') or not row.get('service')
+                or not isinstance(row.get('destinations'), list)
+                or len(row['destinations']) > 200):
+            raise ValueError('Invalid quote rate')
+        rates.append((str(row['service'])[:100], row['kind'], str(row.get('origin', ''))[:40],
+            str(row.get('zone', ''))[:40], row['unit'], row['tax'],
+            decimal_text(row.get('min_weight', 0)), decimal_text(row['price'], positive=True),
+            str(row.get('eta', ''))[:200], json.dumps(row['destinations'], ensure_ascii=False),
+            str(row['source_sheet'])[:100], str(row['source_cell'])[:20]))
+    warehouses = [(str(r.get('code', '')).strip().upper()[:40], str(r.get('zone', ''))[:40],
+        str(r.get('state', ''))[:40], str(r.get('postal', ''))[:20], str(r.get('address', ''))[:1000],
+        str(r['source_sheet'])[:100], str(r['source_cell'])[:20]) for r in snapshot['warehouses']]
+    postcodes = []
+    for row in snapshot['postcodes']:
+        if not re.fullmatch('[0-9]{5}', row.get('postal', '')) or row.get('severity') not in ('remote','extended','extreme'):
+            raise ValueError('Invalid quote postcode')
+        postcodes.append((row['postal'], row['severity'], None if row.get('fee') is None else decimal_text(row['fee'])))
+    documents = [(str(r['sheet'])[:100], str(r['cell'])[:20], str(r['text'])[:16000]) for r in snapshot['documents']]
+    if not rates:
+        raise ValueError('Quote snapshot contains no rates')
+    init_quote_tables(connection)
+    if not connection.in_transaction:
+        connection.execute('BEGIN IMMEDIATE')
+    connection.execute('SAVEPOINT quote_import')
+    try:
+        existing = connection.execute('SELECT id FROM quote_books WHERE source_sha256=?', (digest,)).fetchone()
+        if existing:
+            book_id = existing[0]
+        else:
+            book_id = connection.execute('INSERT INTO quote_books(source_sha256,source_name) VALUES(?,?)',
+                (digest, source_name)).lastrowid
+            connection.executemany('''INSERT INTO quote_rates(book_id,service,kind,origin,zone,unit,tax,
+                min_weight,price,eta,destinations_json,source_sheet,source_cell) VALUES(?,?,?,?,?,?,?,?,?,?,?,?,?)''',
+                [(book_id, *r) for r in rates])
+            connection.executemany('''INSERT INTO quote_warehouses(book_id,code,zone,state,postal,address,source_sheet,source_cell)
+                VALUES(?,?,?,?,?,?,?,?)''', [(book_id, *r) for r in warehouses])
+            connection.executemany('INSERT INTO quote_postcodes(book_id,postal,severity,fee) VALUES(?,?,?,?)',
+                [(book_id, *r) for r in postcodes])
+            connection.executemany('INSERT INTO quote_documents(book_id,sheet,source_cell,content) VALUES(?,?,?,?)',
+                [(book_id, *r) for r in documents])
+        if activate:
+            connection.execute('UPDATE quote_books SET active=0 WHERE active<>0')
+            connection.execute('UPDATE quote_books SET active=1 WHERE id=?', (book_id,))
+        connection.execute('RELEASE quote_import')
+    except Exception:
+        connection.execute('ROLLBACK TO quote_import')
+        connection.execute('RELEASE quote_import')
+        raise
+    return {'book_id':book_id, 'rates':len(rates), 'warehouses':len(warehouses),
+            'postcodes':len(postcodes), 'documents':len(documents), 'active':bool(activate), 'existing':bool(existing)}
+
+
+def load_book():
+    """One read transaction prevents mixed versions during a concurrent import."""
+    from .db import connect
+
+    connection = connect()
+    try:
+        connection.row_factory = sqlite3.Row
+        connection.execute('BEGIN')
+        book = connection.execute('SELECT id FROM quote_books WHERE active=1 ORDER BY id DESC LIMIT 1').fetchone()
+        if not book:
+            return None
+        book_id = book['id']
+        result = {'id':book_id}
+        for table, name in (('quote_rates','rates'), ('quote_warehouses','warehouses'), ('quote_documents','documents')):
+            result[name] = [dict(r) for r in connection.execute(f'SELECT * FROM {table} WHERE book_id=?', (book_id,))]
+        for rate in result['rates']:
+            rate['destinations'] = json.loads(rate.pop('destinations_json'))
+        return result
+    finally:
+        connection.close()
+
+
+def postcode_fee(book_id, postal):
+    from .db import connect
+
+    connection = connect()
+    try:
+        connection.row_factory = sqlite3.Row
+        row = connection.execute('SELECT severity,fee FROM quote_postcodes WHERE book_id=? AND postal=?',
+            (book_id, postal)).fetchone()
+        return dict(row) if row else None
+    finally:
+        connection.close()

logistics_chat/quote_edits.py

@@ -0,0 +1,14 @@
+"""Discard explicitly rejected quote conditions before parsing their replacements."""
+
+import re
+
+
+def clean_conditions(text):
+    rejected=r'(?:不是|不要|并非|不从)\s*(?:(?:发|寄|运|送)(?:到|往)?|去|到)?\s*'
+    value=(r'(?:[A-Za-z]{2,4}[0-9][A-Za-z0-9]{0,2})(?![A-Za-z0-9])|'
+           r'深圳|华南|东莞|义乌|华东|美西|美中|美东|美国|洛杉矶|纽约|铁制品|钢制品|铝制品|铁铝制品|金属制品')
+    return re.sub(rejected+'(?:'+value+')',' ',text,flags=re.I)
+
+
+def weight_comparison(text):
+    return bool(re.search(r'会不会按|是不是按|是否按|向上进位|小数公斤|计费.*(?:进位|取整)|公斤.*(?:进位|取整)',text))

logistics_chat/quote_engine.py

@@ -0,0 +1,227 @@
+"""Bounded quote matching and Decimal arithmetic, independent of Flask/models."""
+
+from decimal import Decimal, ROUND_HALF_UP
+import re
+
+from .pricing import dims_to_cm
+
+
+from .quote_intent import US, QUOTE_WORDS, parse_intent, is_followup
+
+
+def broad_zone(postal):
+    if not postal:
+        return None
+    if postal.startswith(('8','9')):
+        return '美西'
+    if postal.startswith('46') or postal[0] in '0123':
+        return '美东'
+    return '美中'
+
+
+def variants(intent, book):
+    if intent.get('allocations'):
+        return [{**destination,'allocation':part} for part in intent['allocations']
+                for destination in variants({**intent,'allocations':None,'warehouse':part['warehouse'],
+                    'warehouses':None,'postal':None},book)]
+    if len(intent.get('warehouses') or [])>1:
+        return [variant for warehouse in intent['warehouses'] for variant in
+                variants({**intent,'warehouse':warehouse,'warehouses':None,'postal':None},book)]
+    if not intent['warehouse'] and len(intent.get('zones') or [])>1:
+        return [variant for zone in intent['zones'] for variant in
+                variants({**intent,'zone':zone,'zones':None},book)]
+    warehouse = intent['warehouse']
+    found = [r for r in book['warehouses'] if r['code'] == warehouse] if warehouse else []
+    zoned = [r for r in found if r['zone']]
+    if zoned:
+        unique = {}
+        for row in zoned:
+            postal = intent['postal'] or row['postal'][:5]
+            key = (row['zone'], postal)
+            unique.setdefault(key, {'label':f"{warehouse} · {row['zone']}", 'postal':postal,
+                'zone':broad_zone(postal), 'warehouse':warehouse})
+        return list(unique.values())
+    postal = intent['postal']
+    if not postal and found:
+        match = re.search(r'(?<![0-9])([0-9]{5})(?:-[0-9]{4})?(?![0-9])', found[0]['address'])
+        postal = match.group(1) if match else None
+    zone = intent['zone']
+    if zone and zone[0] in '东中西':
+        zone = {'东':'美东','中':'美中','西':'美西'}[zone[0]]
+    return [{'label':warehouse or postal or zone or '美国', 'postal':postal, 'zone':zone or broad_zone(postal), 'warehouse':warehouse}]
+
+
+def quantity(intent, rate):
+    real = Decimal(intent['weight'] or '0')
+    volume = Decimal(intent['cbm']) if intent['cbm'] else None
+    if volume is None and intent['dims']:
+        cm = [Decimal(str(value)) for value in dims_to_cm(intent['dims'], intent['dim_unit'])]
+        volume = cm[0]*cm[1]*cm[2]/Decimal(1000000)*(intent['boxes'] or 1)
+    package_charge=Decimal(0)
+    if intent.get('packages'):
+        package_volume=Decimal(0)
+        all_dimensions=True
+        for package in intent['packages']:
+            dims=package.get('dims') or intent['dims']
+            cm=[Decimal(str(value)) for value in dims_to_cm(dims,package.get('dim_unit') or intent['dim_unit'])] if dims else None
+            box_volume=cm[0]*cm[1]*cm[2]/1000000 if cm else Decimal(0)
+            all_dimensions=all_dimensions and bool(cm)
+            package_volume+=box_volume*package['count']
+            piece=max(Decimal(package['weight']),box_volume*1000000/6000 if rate['kind']=='parcel' else box_volume*167)
+            package_charge+=max(piece,Decimal(12) if rate['kind']=='parcel' else Decimal(0))*package['count']
+        if all_dimensions and not intent['cbm']:volume=package_volume
+    if rate['unit'] == 'cbm':
+        if volume is None:
+            return None
+        result=max(volume, real/Decimal(363))
+        if rate['service']=='洛杉矶普船海卡':
+            result=result.quantize(Decimal('.01'),rounding=ROUND_HALF_UP)
+        return result if result>0 else None
+    volume_weight = ((volume or Decimal(0))*1000000/6000 if rate['kind']=='parcel'
+                     else (volume or Decimal(0))*167)
+    charge = max(real, volume_weight,package_charge)
+    if rate['kind'] == 'parcel':
+        charge = max(charge, Decimal(12)*(intent['boxes'] or 1))
+    return charge if real or volume else None
+
+
+def match_rates(intent, book, variant):
+    selected = []
+    kinds = intent['kinds'] or (['truck','parcel'] if variant['warehouse'] else ['parcel'])
+    for rate in book['rates']:
+        if rate['kind'] not in kinds or (intent['origin'] and intent['origin'] != rate['origin']):
+            continue
+        if intent['services'] and not any(name in rate['service'] for name in intent['services']):
+            continue
+        if intent['tax'] and rate['tax'] != intent['tax']:
+            continue
+        if rate['kind'] == 'truck':
+            if not variant['warehouse'] or variant['warehouse'] not in [value.upper() for value in rate['destinations']]:
+                continue
+        elif variant['zone'] and rate['zone'] != variant['zone']:
+            continue
+        selected.append(rate)
+    groups = {}
+    for rate in selected:
+        key = (rate['service'],rate['origin'],rate['zone'],rate['unit'],rate['tax'])
+        charge = quantity(intent,rate)
+        if rate['kind'] == 'parcel' and Decimal(rate['min_weight']) > (charge or Decimal(12)):
+            continue
+        if key not in groups or Decimal(rate['min_weight']) > Decimal(groups[key]['min_weight']):
+            groups[key] = rate
+    return list(groups.values())
+
+
+def number(value, places=2):
+    return format(Decimal(value).quantize(Decimal(10)**-places, rounding=ROUND_HALF_UP), 'f').rstrip('0').rstrip('.') if places else str(value)
+
+
+def exact_number(value):
+    text=format(Decimal(value),'f')
+    return text.rstrip('0').rstrip('.') if '.' in text else text
+
+
+def quantity_number(value,intent):
+    if Decimal(value)==Decimal(intent.get('weight') or '0') or Decimal(value).as_tuple().exponent>=-6:
+        return exact_number(value)
+    return '约'+number(value,6)
+
+
+def render_rates(intent, book, destinations, remote_fees):
+    from .quote_fees import charge_details
+    from .quote_language import translate_quote
+
+    lines = []
+    if intent.get('mode')=='time':
+        lines.append('美国线路参考时效：')
+    elif intent['weight']:
+        lines.append(f"美国 {exact_number(intent['weight'])}KG 基础运费：")
+    else:
+        lines.append('美国线路报价：')
+    if intent.get('quantity_note'):lines.append(intent['quantity_note'])
+    if intent.get('allocations'):
+        lines.append('按各目的仓分票计算，箱规需逐票核对：')
+        if intent.get('metal_chargeable_weight') is not None:
+            lines.append('请分别提供各目的仓的铁铝货物计费重，整票铁铝基数不能重复套用到每个仓。')
+    elif len(intent.get('warehouses') or [])>1:
+        lines.append('以下按各目的仓分别比较；实际分票请提供每个仓的重量。')
+    if intent.get('air_requested') and not intent.get('air_only'):
+        lines.append('当前资料没有美国空运费率，下面列出海运方案。')
+    for destination, fees in zip(destinations, remote_fees):
+        part=destination.get('allocation')
+        billing=({**intent,'weight':part['weight'],'packages':part.get('packages'),'dims':None,'cbm':None,'boxes':part.get('boxes')}
+                 if part else intent)
+        if part and intent.get('metal_chargeable_weight') is not None:
+            billing.update(metal_chargeable_weight=None,metal_scope='partial')
+        rates = match_rates(billing, book, destination)
+        if intent.get('mode') in ('cheapest','fastest') and rates:
+            if intent['mode']=='cheapest':
+                eligible=[r for r in rates if quantity(billing,r) is not None]
+                best={}
+                for rate in eligible:
+                    key=(destination['zone'] or rate['zone'],rate['unit'],rate['tax'])
+                    value=quantity(billing,rate)*Decimal(rate['price'])+charge_details(billing,rate,fees,book)['cny']
+                    best[key]=min(best.get(key,value),value)
+                rates=[r for r in eligible if quantity(billing,r)*Decimal(r['price'])+charge_details(billing,r,fees,book)['cny']==best[(destination['zone'] or r['zone'],r['unit'],r['tax'])]] or rates
+                lines.append('按相同区域、计费单位及税费方式比较的较低价方案：')
+            else:
+                def eta_key(rate):
+                    values=[Decimal(v) for v in re.findall(r'\d+(?:\.\d+)?',rate['eta'])]
+                    return tuple(values[:2]) if values else (Decimal('Infinity'),)
+                earliest=min(eta_key(r) for r in rates)
+                rates=[r for r in rates if eta_key(r)==earliest]
+                lines.append('按资料中的参考时效，较快方案如下；提取不等于送达或签收：')
+        if not rates:
+            lines.append(f"{destination['label']}：当前资料没有匹配的线路价格，提供目的仓码或邮编可继续查询。")
+            continue
+        if destination['label'] != '美国':
+            lines.append(destination['label']+'：')
+        grouped = {}
+        for rate in rates:
+            key = (rate['service'], rate['origin'], rate['unit'], rate['tax'])
+            grouped.setdefault(key, []).append(rate)
+        for (service, origin, unit, tax), rows in grouped.items():
+            if intent.get('mode')=='time':
+                eta=rows[0]['eta'] or '当前资料未列明时效'
+                if rows[0]['kind']=='parcel' and '提取' not in eta:eta+='提取'
+                lines.append(f'- {service} · {origin}：{eta}。提取不等于送达或签收。')
+                continue
+            parts = []
+            for rate in rows:
+                amount = quantity(billing,rate)
+                price = Decimal(rate['price'])
+                rate_text = f"{rate['zone']} " if rate['zone'] and not destination['zone'] else ''
+                rate_text += f"{number(price)}元/{'KG' if unit == 'kg' else 'CBM'}"
+                if amount is not None:
+                    total = amount*price
+                    details=charge_details(billing,rate,fees,book)
+                    total+=details['cny']
+                    rate_text += f"，{quantity_number(amount,billing)}{'KG' if unit == 'kg' else 'CBM'} = {number(total)}元"
+                    if details['items']:rate_text+='（'+ '；'.join(details['items'])+'）'
+                    for note in details['notes']:
+                        if note not in lines:lines.append(note)
+                elif intent.get('cbm') and rate['unit']=='cbm':
+                    lines.append('计费体积四舍五入后不足0.01CBM，最低计费体积需人工确认，不能按零费用出价。')
+                parts.append(rate_text)
+            eta = re.sub(r'\s*无时效赔偿', '', rows[0]['eta']).strip()
+            if rows[0]['kind']=='parcel' and eta and '提取' not in eta:eta+='提取'
+            elif rows[0]['kind']=='truck' and eta and '船开' not in eta:eta='开船后参考'+eta
+            lines.append(f"- {service} · {origin} · {'包税' if tax=='included' else '不包税'}："+'；'.join(parts)
+                         + (f'（{eta}）' if eta else ''))
+        if fees:
+            if fees['fee'] is None:
+                lines.append('该邮编属于遥远地址，派送附加费需单独确认。')
+            else:
+                lines.append(f"海派已计入偏远附加费 {number(fees['fee'])}元/KG。")
+    if not any(intent.get(key) for key in ('warehouse','postal')):
+        lines.append('发我目的仓码或邮编，可继续匹配到仓线路。')
+    if intent.get('mode')=='time':
+        pass
+    elif not intent['weight'] and not intent['cbm'] and not intent['dims']:
+        lines.append('货物多少公斤、几箱？')
+    elif not intent['boxes'] or not intent['dims']:
+        lines.append('请补充箱数、每箱重量和尺寸，继续核算计费重及超重超尺寸费用。')
+    if intent.get('mode')=='calculation':
+        lines.append('计算过程：各箱实重与体积重取大；海派每箱不足12KG按12KG计费，再按整票计费重选择重量档位，乘对应单价，并单列已知附加费。')
+    text='\n'.join(lines)
+    return translate_quote(text) if intent.get('english') else text

logistics_chat/quote_fees.py

@@ -0,0 +1,122 @@
+"""Amounts come from the active book; explicit customer-approved fee policies live here."""
+
+from decimal import Decimal
+import re
+
+from .pricing import dims_to_cm
+
+
+def document(book,required,service=None):
+    rows=[d for d in book['documents'] if (not service or d['sheet'] in (service,'海派'))
+          and all(term in d['content'] for term in required)]
+    return rows[0]['content'] if rows else ''
+
+
+def amount(text,pattern):
+    match=re.search(pattern,text,re.I)
+    return Decimal(match.group(1)) if match else None
+
+
+def material_fee(book):
+    text=document(book,('铁铝','附加费'))
+    return amount(text,r'铁铝制品[^\n]*?[￥¥]\s*(\d+(?:\.\d+)?)\s*/KG')
+
+
+def material_charge(intent,charged,unit,book):
+    result={'cny':Decimal(0),'items':[],'notes':[]}
+    material=intent.get('material')
+    if material not in ('metal','unknown_metal'):return result
+    per_kg=material_fee(book)
+    if per_kg is None:
+        result['notes'].append('铁铝附加费费率尚未明确，当前金额未包含该项，请联系人工确认。')
+        return result
+    if material=='unknown_metal':
+        result['notes'].append('请先确认金属是否属于铁铝制品；铁铝附加费只按铁铝货物的计费重收取，当前金额未包含待核实的材质费用。')
+        return result
+    basis=intent.get('metal_chargeable_weight')
+    if basis is None and intent.get('metal_scope')=='partial':
+        result['notes'].append(f'铁铝附加费{per_kg:g}元/KG只按铁铝货物的计费重收取，不能按整票重量加费；请提供铁铝部分的计费重，当前金额未包含该项。')
+        return result
+    if basis is None and unit!='kg':
+        result['notes'].append(f'铁铝附加费为{per_kg:g}元/KG，当前按方运费未包含该项；需确认铁铝货物计费重量后单列，不能把CBM直接乘公斤附加费。')
+        return result
+    basis=Decimal(basis) if basis is not None else charged
+    if basis is None:return result
+    if unit=='kg' and charged is not None and basis>charged:
+        result['notes'].append('铁铝货物计费重高于当前整票可计算的计费重，请补充各箱实重和尺寸核对；当前金额未包含该项。')
+        return result
+    fee=basis*per_kg
+    result['cny']=fee
+    result['items'].append(f'铁铝附加费{per_kg:g}元/KG×{basis:g}KG={fee:g}元')
+    return result
+
+
+def specimens(intent):
+    if intent.get('packages'):
+        return [{**p,'dims':p.get('dims') or intent.get('dims'),
+                 'dim_unit':p.get('dim_unit') if p.get('dims') else intent.get('dim_unit','cm')} for p in intent['packages']]
+    if intent.get('boxes')==1 and intent.get('weight'):
+        return [{'count':1,'weight':intent['weight'],'dims':intent.get('dims'),'dim_unit':intent.get('dim_unit','cm')}]
+    return []
+
+
+def limit_fees(intent,book):
+    """Maximum per-piece limit fee, not the sum of overlapping weight/size charges.
+
+    The malformed 0<length<274 rule does not create a new threshold. Only two
+    independently explicit large-piece conditions can establish that tier.
+    """
+    normal=document(book,('正常货物',))
+    cleaned=re.sub(r'\s+','',normal).replace('＜','<').upper()
+    limits=[amount(cleaned,p) for p in (r'0KG<单件重量<(\d+)KG',r'0CM<最长单边长度<(\d+)CM',
+        r'0CM<第二边<(\d+)CM',r'最长边<(\d+)CM')]
+    normal_fee=amount(document(book,('超重收',)),r'超重收\s*[+＋]?\s*(\d+(?:\.\d+)?)')
+    size_text=document(book,('普通超尺寸',))
+    size_fee=amount(size_text,r'加收\s*(\d+(?:\.\d+)?)\s*RMB/件')
+    large_text=document(book,('大尺寸货物','任意2个'))
+    large_fee=amount(large_text,r'加收\s*(\d+(?:\.\d+)?)\s*RMB/件')
+    huge=document(book,('超大件货物',))
+    huge_fee=amount(huge,r'加收\s*USD\s*(\d+(?:\.\d+)?)')
+    result={'cny':Decimal(0),'items':[],'notes':[]}
+    if not all(limits) or normal_fee is None:return result
+    max_weight,max_length,max_second,max_girth=limits
+    for piece in specimens(intent):
+        weight=Decimal(piece['weight']);count=piece['count']
+        dims=sorted([Decimal(str(x)) for x in dims_to_cm(piece['dims'],piece['dim_unit'])],reverse=True) if piece['dims'] else []
+        length,second,girth=(dims[0],dims[1],dims[0]+2*(dims[1]+dims[2])) if dims else (None,None,None)
+        if weight>68 or (dims and (length>270 or girth>419)):
+            result['notes'].append('该件可能超出承运尺寸或重量，需人工确认是否接收。'+(f'原表超大件若接收的附加费为{huge_fee:g}USD/件。' if huge_fee else ''))
+            continue
+        candidates=[]
+        if weight>max_weight:candidates.append(normal_fee)
+        if dims and (length>max_length or second>max_second or girth>max_girth) and size_fee is not None:candidates.append(size_fee)
+        if large_fee is not None and max_weight<weight<68 and dims and 330<girth<419:
+            candidates.append(large_fee)
+        elif dims and (length>=243 or girth>=330):
+            result['notes'].append('该件接近大尺寸档，原表有一处长度条件不清，适用档位需人工确认。')
+        if candidates:
+            fee=max(candidates)*count
+            result['cny']+=fee
+            result['items'].append(f'超重/超尺寸按最高项{max(candidates):g}元/件×{count}件={fee:g}元')
+    return result
+
+
+def charge_details(intent,rate,remote,book):
+    from .quote_engine import quantity
+
+    result={'cny':Decimal(0),'items':[],'notes':[]}
+    charged=quantity(intent,rate)
+    if charged is None:return result
+    if rate['kind']=='parcel' and remote:
+        if remote['fee'] is not None:
+            fee=charged*Decimal(remote['fee']);result['cny']+=fee
+            result['items'].append(f'偏远费{remote["fee"]}元/KG×{charged:g}KG={fee:g}元')
+        else:result['notes'].append('遥远地址的附加费需单独确认，当前金额未包含该项。')
+    metal=material_charge(intent,charged,rate['unit'],book)
+    result['cny']+=metal['cny'];result['items']+=metal['items'];result['notes']+=metal['notes']
+    if rate['kind']=='parcel':
+        limits=limit_fees(intent,book)
+        result['cny']+=limits['cny'];result['items']+=limits['items'];result['notes']+=limits['notes']
+    if intent.get('address_type')=='non_fba':
+        result['notes'].append('非亚马逊地址还需核对住宅/商业派送附加费，原表此项需单独询价。')
+    return result

logistics_chat/quote_intent.py

@@ -0,0 +1,183 @@
+"""Normalize customer wording into bounded quote fields without model inference."""
+
+from decimal import Decimal
+import re
+
+from .pricing import parse_shipping_intent, detect_dim_unit, shipping_region
+
+US = re.compile(r'美国|美西|美中|美东|洛杉矶|纽约|芝加哥|休斯顿|萨凡纳|'
+    r'(?<![A-Za-z])(?:USA|(?-i:US)|United States|America)(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|'
+    r'(?:发(?:往|到)?|寄(?:往|到)?|运往|运到|到|往|\bto\s+)\s*us(?=$|[^A-Za-z]|FBA(?![A-Za-z]))',re.I)
+QUOTE_WORDS = re.compile(r'报价|价格|运费|费用|收费|多少钱|计费|包税|海运|空运|海派|海卡|海铁|美森|合德|普船|附加|保险|代发|申报|偏远|超重|超尺寸|币种|\bEXX\b|\b(?:quote|price|cost|freight)\b',re.I)
+WEIGHT = re.compile(r'(?<![\d.])(-?\d+(?:\.\d+)?)\s*(kilograms?|kgs?|公斤|千克|grams?|克|g|tons?|吨|lbs?|磅)(?![A-Za-z])',re.I)
+TOPIC_BOUNDARY = re.compile(r'新(?:的)?一(?:票|批)|另外|另一|换个话题|理赔|赔偿|破损|丢失|退件|投诉|查单|轨迹|签收')
+
+
+def chinese_number(text):
+    digits={c:i for i,c in enumerate('零一二三四五六七八九')};digits.update({'两':2,'〇':0})
+    if all(c in digits for c in text):return ''.join(str(digits[c]) for c in text)
+    if '点' in text:
+        left,right=text.split('点',1)
+        return str(chinese_number(left or '零'))+'.'+''.join(str(digits[c]) for c in right)
+    total=section=number=0
+    for character in text:
+        if character in digits:
+            number=digits[character]
+        elif character=='万':
+            total+=(section+number)*10000;section=number=0
+        else:
+            section+=(number or 1)*{'十':10,'百':100,'千':1000}[character];number=0
+    return str(total+section+number)
+
+
+def normalize(text):
+    result=re.sub(r'([零〇一二两三四五六七八九十百千万点]+)(?=\s*(?:公斤|千克|克|吨|磅|(?:个)?箱|件|立方米|立方|方|kg|cbm))',
+        lambda m:chinese_number(m.group(1)),text,flags=re.I)
+    return re.sub(r'负(?=\d)','-',result)
+
+
+def kg(value,unit):
+    value=Decimal(value)
+    unit=unit.lower()
+    if unit in ('克','g','gram','grams'):return value/1000
+    if unit in ('吨','ton','tons'):return value*1000
+    if unit in ('磅','lb','lbs'):return (value*Decimal('0.4536')).quantize(Decimal('.01'))
+    return value
+
+
+def request_mode(text):
+    # Business topics outrank generic verbs such as “怎么算”.
+    if re.search(r'保险|保价|投保|insured|insurance',text,re.I):return 'insurance'
+    from .quote_edits import weight_comparison
+    if weight_comparison(text):return 'rounding'
+    if re.search(r'毛重|净重|计费重.*(?:什么|区别)|材积重.*(?:什么|区别)',text):return 'weight_basis'
+    if re.search(r'混装|混箱|不同产品.*一箱',text):return 'mixing'
+    if (re.search(r'(?:铁|钢|铝|金属).*(?:附加|加费|加钱|整票)|整票.*(?:铁|钢|铝|金属)',text)
+            and not re.search(r'最终总价|一共多少钱|总共多少钱|合计多少钱|最终价格|最终费用|到门总价',text)):
+        return 'metal_scope'
+    if re.search(r'纯电池|带电|内置电池|液体|粉末|食品|医疗用品|仿牌',text):return 'acceptance'
+    from .shipping_faq import preparation_topic
+    if preparation_topic(text):return 'preparation'
+    if re.search(r'最便宜|便宜的|便宜一?点|优惠|折扣|打折|最省钱|最划算|最低价|cheapest|least expensive',text,re.I):return 'cheapest'
+    if re.search(r'最终总价|一共多少钱|总共多少钱|合计多少钱|最终价格|最终费用|到门总价',text):return 'total'
+    if re.search(r'最快|快的|fastest',text,re.I):return 'fastest'
+    if re.search(r'一件代发|散箱入库|整柜卸货|卸货费|仓租|仓储|贴标费',text):return 'fulfillment'
+    if re.search(r'FDA|申报费|报关|续页|品名',text,re.I):return 'customs'
+    if re.search(r'附加费|含税|含派送|全包|包不包|还.*(?:费|加钱)|(?:额外|其他|其它).*(?:费用|收费)|包含.*费|包税.*(?:包含|包括)|超重费|超尺寸|住宅|私人|商业地址',text):return 'fees'
+    if re.search(r'电池|带电|液体|粉末|食品|医疗|能(?:不能|发|走)|可以.*(?:发|走)',text):return 'acceptance'
+    if re.search(r'人民币|美元|美金|币种|currency|\b(?:RMB|CNY|USD)\b',text,re.I) and not WEIGHT.search(text):return 'currency'
+    if re.search(r'怎么(?:算|计算)|计算(?:过程|出来)|怎么算出来|calculation',text,re.I):return 'calculation'
+    if re.search(r'时效|多久|几天',text) and not WEIGHT.search(text):return 'time'
+    return 'quote'
+
+
+def parse_intent(message,warehouse_codes):
+    text=normalize(message)
+    from .quote_edits import clean_conditions
+    text=clean_conditions(text)
+    text=re.sub(r'(?:而?不是|并非|不要按|不是按)\s*(?:每[箱件]|单[箱件])?\s*'+WEIGHT.pattern,' ',text,flags=re.I)
+    from .quote_material import material_intent
+    materials=material_intent(text,WEIGHT,kg)
+    quantity_text=materials['quantity_text']
+    parsed=parse_shipping_intent(quantity_text)
+    country='US' if US.search(text) else ('other' if shipping_region(text) is not None else None)
+    candidates=re.findall(r'(?<![A-Za-z0-9])[A-Za-z][A-Za-z0-9]{2,7}(?![A-Za-z0-9])',text.upper())
+    warehouses=list(dict.fromkeys(t for t in candidates if t in warehouse_codes))
+    unknown=[t for t in candidates if t not in warehouse_codes and re.fullmatch(r'[A-Z]{2,4}[0-9][A-Z0-9]{0,2}',t)
+             and not t.startswith(('USD','RMB','CNY'))]
+    errors=materials['errors'][:]
+    from .quote_allocations import allocations
+    assigned=allocations(quantity_text,warehouses,WEIGHT,kg)
+    weights=[m for m in WEIGHT.finditer(quantity_text) if not quantity_text[:m.start()].rstrip().endswith(('x','X','×','*'))]
+    weight=str(kg(*weights[0].groups())) if weights else None
+    boxes=re.search(r'(\d+)\s*(?:个)?(?:箱(?:子)?|件|cartons?|boxes?)',quantity_text,re.I)
+    count=int(boxes.group(1)) if boxes else None
+    packages=[]
+    package_re=re.compile(r'(第)?(\d+)\s*(?:箱|件)\s*(?:[，,]?\s*每(?:箱|件))?\s*'+WEIGHT.pattern.replace(r'(?<![\d.])',''),re.I)
+    matches=list(package_re.finditer(quantity_text))
+    package_dimensions={}
+    for index,match in enumerate(matches):
+        ordinal,n,value,unit=match.groups()
+        segment=quantity_text[match.end():matches[index+1].start() if index+1<len(matches) else len(quantity_text)]
+        dims=parse_shipping_intent(segment)['dims']
+        packages.append({'count':1 if ordinal else int(n),'weight':str(kg(value,unit)),
+                         'dims':dims,'dim_unit':detect_dim_unit(segment)})
+        package_dimensions[match.start(3)]={'dims':dims,'dim_unit':detect_dim_unit(segment)}
+    for part in assigned or []:
+        for piece in part.get('packages') or []:
+            piece.update(package_dimensions.get(piece.pop('position'),{}))
+    each=re.search(r'每(?:箱|件)\s*'+WEIGHT.pattern.replace(r'(?<![\d.])',''),quantity_text,re.I)
+    if each and count and not packages:
+        packages=[{'count':count,'weight':str(kg(*each.groups())),'dims':parsed['dims'],'dim_unit':detect_dim_unit(text)}]
+    if packages:
+        package_count=sum(p['count'] for p in packages)
+        aggregate_count=boxes and not any(m.start()<=boxes.start()<m.end() for m in matches)
+        if count and aggregate_count and count!=package_count:
+            errors.append('箱数与分箱明细不一致，请确认总箱数及每箱重量。')
+        count=package_count
+        weight=str(sum(Decimal(p['weight'])*p['count'] for p in packages))
+        total=re.search(r'(?:总重|合计重量|一共重)\s*'+WEIGHT.pattern.replace(r'(?<![\d.])',''),quantity_text,re.I)
+        if total and kg(*total.groups())!=Decimal(weight):errors.append('总重与分箱重量合计不一致，请确认。')
+        # Per-carton dimensions must not spill onto another carton without dimensions.
+        if len(packages)>1:parsed['dims']=None
+    elif assigned:
+        weight=str(sum(Decimal(a['weight']) for a in assigned))
+        if set(a['warehouse'] for a in assigned)!=set(warehouses):errors.append('请分别提供每个目的仓的重量，避免遗漏分票。')
+        total=re.search(r'(?:总重|合计重量)\s*'+WEIGHT.pattern,quantity_text,re.I)
+        if total and kg(*total.groups())!=Decimal(weight):errors.append('总重与各目的仓分配重量不一致，请确认。')
+    elif len(weights)>1 and request_mode(text)!='rounding':
+        errors.append('请明确总重，或分别提供每箱重量，避免把不同重量混在一起。')
+    if assigned and packages and Decimal(weight)!=sum(Decimal(a['weight']) for a in assigned):
+        errors.append('分仓重量与分箱重量不一致，请分别确认每仓的箱数和重量。')
+    if any(kg(*w.groups())<=0 for w in weights):errors.append('重量必须大于 0，请确认有效重量。')
+    labeled=re.search(r'(?:邮编|zip(?:\s*code)?|post\s*code)\s*[:：为是]?\s*([0-9-]+)',text,re.I)
+    postal=None
+    if labeled:
+        if re.fullmatch(r'[0-9]{5}(?:-[0-9]{4})?',labeled.group(1)):postal=labeled.group(1)[:5]
+        else:errors.append('美国邮编请提供5位数字，可附加4位扩展码；当前邮编格式不正确。')
+    else:
+        remaining=WEIGHT.sub(' ',text)
+        remaining=re.sub(r'\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?',' ',remaining)
+        match=re.search(r'(?:^|美国\s*|[，,\s])([0-9]{5})(?:-[0-9]{4})?(?=$|[，,\s])',remaining)
+        if match:postal=match.group(1)
+    cbm=re.search(r'(-?\d+(?:\.\d+)?)\s*(?:cbm|立方米|立方|方)',text,re.I)
+    origin='华南' if re.search(r'华南|深圳|东莞|south china|shenzhen',text,re.I) else ('义乌' if re.search(r'华东|义乌|yiwu',text,re.I) else None)
+    if re.search(r'华南|深圳|东莞',text) and re.search(r'华东|义乌',text):origin=None
+    services=[n for n in ('美森正班','美森加班','EXX','合德','普船') if n.lower() in text.lower()]
+    if '美森' in text and not any(n.startswith('美森') for n in services):services+=['美森正班','美森加班']
+    kinds=[]
+    if re.search(r'海派|快递|UPS|FEDEX',text,re.I):kinds.append('parcel')
+    if re.search(r'海卡|海铁|全卡|卡派|卡车|铁路',text):kinds.append('truck')
+    zones=[z for z in ('美西','美中','美东','东1区','东2区','中1区','中2区','西1区','西2区') if z in text]
+    if not zones and '洛杉矶' in text:zones=['美西']
+    if not zones and re.search(r'纽约|萨凡纳',text):zones=['美东']
+    air=bool(re.search(r'空运|空派|\bair\b',text,re.I))
+    sea=bool(re.search(r'海运|海派|海卡|海铁|\bsea\b',text,re.I))
+    english=not re.search(r'[\u4e00-\u9fff]',message) and bool(re.search(r'[A-Za-z]{3,}\s+[A-Za-z]',message))
+    return {'country':country,'weight':weight,'dims':parsed['dims'],'dim_unit':detect_dim_unit(text),
+        'cbm':cbm.group(1) if cbm else None,'boxes':count,'packages':packages or None,'allocations':assigned,'origin':origin,
+        'services':services or None,'kinds':kinds or None,'transport':parsed['channel'],
+        'air_only':True if air and not sea else None,'air_requested':True if air else None,
+        'warehouse':warehouses[0] if warehouses else None,'warehouses':warehouses or None,
+        'unknown_warehouses':unknown or None,'postal':postal,'zone':zones[0] if zones else None,'zones':zones or None,
+        'tax':'excluded' if re.search(r'不包税|自税|不含税|tax excluded',text,re.I) else ('included' if re.search(r'包税|tax included',text,re.I) else None),
+        'errors':errors,'mode':request_mode(text),'english':True if english else (False if re.search(r'[\u4e00-\u9fff]',message) else None),
+        'material':materials['material'],'metal_scope':materials['metal_scope'],
+        'metal_chargeable_weight':materials['metal_chargeable_weight'],
+        'metal_weight_update':materials['metal_weight_update'],
+        'address_type':('non_fba' if re.search(r'私人|住宅|商业地址|非亚马逊',text) else ('fba' if warehouses else None)),
+        'preserve_total':True if re.search(r'总重不变|重量不变',text) else None,'text':text}
+
+
+def is_followup(message,intent):
+    if re.search(r'和刚才一样|其他不变|其它不变|每箱不变',message):return True
+    if TOPIC_BOUNDARY.search(message):return False
+    text=message.strip().strip('，,。.!！?？ ')
+    if intent.get('errors') and re.search(r'邮编|重量|箱|kg',message,re.I):return True
+    if re.match(r'^(?:那(?:么)?|换成|改成|改为|如果|还是|同样|目的仓改|仓码改|只要|货物是|这个价格|这个费用)',text):return True
+    if intent.get('warehouse') or intent.get('unknown_warehouses'):
+        return not (intent['country'] and intent['weight'])
+    if intent.get('mode')!='quote':return not (intent['country'] and intent['weight'])
+    if re.fullmatch(r'(?:邮编|zip|postcode)?\s*\d{5}(?:-\d{4})?(?:呢)?',text,re.I):return True
+    if re.fullmatch(r'(?:义乌|华东|深圳|华南|美国|美西|美中|美东|东[12]区|西[12]区|中[12]区|不包税|包税)(?:交仓|仓)?(?:呢)?',text):return True
+    return bool(len(text)<=60 and not (intent['country'] and intent['weight']) and any(intent.get(k) is not None for k in ('services','kinds','transport','weight','dims','cbm','tax','origin','zone','material','metal_scope','metal_chargeable_weight')))

logistics_chat/quote_language.py

@@ -0,0 +1,33 @@
+"""English rendering for deterministic quotes; numerical facts remain unchanged."""
+
+import re
+
+
+def translate_quote(text):
+    replacements=(
+        ('美森正班海派','Matson regular sea parcel'),('美森加班海派','Matson extra sea parcel'),
+        ('美森正班海卡','Matson regular sea truck'),('美森加班海卡','Matson extra sea truck'),
+        ('纽约EXX海铁','New York EXX sea rail'),('洛杉矶普船全卡','Los Angeles regular sea truck direct'),
+        ('洛杉矶普船海卡','Los Angeles regular sea truck'),('芝加哥普船海铁','Chicago regular sea rail'),
+        ('休斯顿普船海卡','Houston regular sea truck'),('纽约普船海卡','New York regular sea truck'),
+        ('萨凡纳普船海卡','Savannah regular sea truck'),('EXX海卡','EXX sea truck'),('合德海卡','Hede sea truck'),
+        ('合德海派','Hede sea parcel'),('普船海派','Regular sea parcel'),
+        ('请补充箱数、每箱重量和尺寸，继续核算计费重及超重超尺寸费用。','Please provide the carton count, weight and dimensions of each carton to calculate chargeable weight and size surcharges.'),
+        ('发我目的仓码或邮编，可继续匹配到仓线路。','Send the destination warehouse code or ZIP code to match the route.'),
+        ('货物多少公斤、几箱？','What are the total weight and carton count?'),
+        ('当前资料没有美国空运费率，下面列出海运方案。','The current rate sheet has no US air rates. Sea options are listed below.'),
+        ('以下按各目的仓分别比较；实际分票请提供每个仓的重量。','Each destination is compared separately; provide the weight assigned to each shipment.'),
+        ('按相同区域、计费单位及税费方式比较的较低价方案：','Lower-priced options within the same region, billing unit and tax basis:'),
+        ('按资料中的参考时效，较快方案如下；提取不等于送达或签收：','Faster reference options follow. Pickup timing is not a delivery or receipt commitment:'),
+        ('该邮编属于遥远地址，派送附加费需单独确认。','This ZIP code is extremely remote; the delivery surcharge requires confirmation.'),
+        ('海派已计入偏远附加费','Sea parcel totals include the remote surcharge of '),
+        ('当前资料没有匹配的线路价格，提供目的仓码或邮编可继续查询。','No matching route rate was found. Please provide the destination warehouse or ZIP code.'),
+        ('美国线路参考时效','US reference transit times'),('美国线路报价','US route rates'),('基础运费','base freight'),('美国','US'),('义乌','Yiwu'),('华南','South China'),
+        ('不包税','tax excluded'),('包税','tax included'),('美西','US West'),('美中','US Central'),('美东','US East'),
+        ('开船后参考','Reference timing after sailing: '),('船开后','After sailing: '),('开船后','After sailing: '),
+        ('若干','several '),
+        ('提取',' until pickup'),('天左右',' days approximately'),('天',' days'),('元/KG',' CNY/kg'),('元/CBM',' CNY/CBM'),
+        ('元',' CNY'),('：',': '),('；','; '),('，',', '),('（',' ('),('）',')'))
+    for source,target in replacements:text=text.replace(source,target)
+    text=re.sub(r'([东中西])(\d)区',lambda m:{'东':'East','中':'Central','西':'West'}[m[1]]+' zone '+m[2],text)
+    return text

logistics_chat/quote_material.py

@@ -0,0 +1,33 @@
+"""Separate metal chargeable-weight declarations from the shipment's gross weight."""
+
+import re
+from decimal import Decimal
+
+
+def material_intent(text,weight_pattern,to_kg):
+    declarations=re.sub(r'铁铝(?:附加费|加费|费用)','',text)
+    metal=bool(re.search(r'铁制|钢制|铝制|铁铝|不锈钢|(?:铁|钢|铝)(?:件|货|扣|罐|盒|板|管|架|材)',declarations))
+    generic='金属' in text
+    ordinary=bool(re.search(r'普通货|普货|非铁铝',text))
+    partial=bool(re.search(r'只有|部分|其中|有些|只是|一部分',text) or
+                 metal and re.search(r'塑料|木制|布料',text))
+    scope='partial' if partial and (metal or generic) else ('all' if re.search(r'全是|全部是|都是|整票是|货物是|换成|改成',text) and metal else None)
+    material=('ordinary' if '非铁铝' in text else 'metal' if metal else 'unknown_metal' if generic
+              else 'ordinary' if ordinary or re.search(r'塑料|木制',text) else None)
+    name=r'(?:铁铝|铁制品|钢制品|铝制品|铁件|钢件|铝件|金属)(?:部分|货物)?(?:的)?'
+    patterns=(name+r'\s*计费重(?:量)?\s*(?:为|是|[:：])?\s*'+weight_pattern.pattern,
+              name+r'\s*按\s*'+weight_pattern.pattern+r'\s*计费',
+              r'(?:铁铝|铁制品|钢制品|铝制品|铁件|钢件|铝件|金属)部分(?:的计费重(?:量)?)?\s*'
+              r'(?:还是|仍然是|仍是|改为|改成|换成)\s*'+weight_pattern.pattern)
+    charged=None;cleaned=text;errors=[];oral=False
+    for index,pattern in enumerate(patterns):
+        matches=list(re.finditer(pattern,text,re.I))
+        for match in matches:
+            value=to_kg(*match.groups())
+            if charged is not None and Decimal(charged)!=value:errors.append('铁铝货物的计费重不一致，请确认。')
+            charged=str(value);scope='partial'
+            oral=oral or (index==2 and '计费重' not in match[0])
+            if not 0<value<=1000000:errors.append('请提供大于0的有效铁铝货物计费重。')
+            cleaned=cleaned[:match.start()]+' '*(match.end()-match.start())+cleaned[match.end():]
+    return {'material':material,'metal_scope':scope,'metal_chargeable_weight':charged,
+            'quantity_text':cleaned,'errors':errors,'metal_weight_update':True if oral else None}

logistics_chat/quote_scope.py

@@ -0,0 +1,25 @@
+"""Keep unanswered US shipping questions outside legacy regional model knowledge."""
+
+import re
+
+from .quote_intent import US
+from .pricing import shipping_region
+
+
+def answer_us_fallback(message,conv_id):
+    if re.search(r'理赔|赔偿|索赔|破损|丢失|退件|投诉',message):return None
+    if re.search(r'换个话题|另外问',message):return None
+    from .quote_edits import clean_conditions
+    current=clean_conditions(message)
+    active=bool(US.search(current))
+    if not active and shipping_region(current) is not None:return None
+    if not active and conv_id:
+        from .quote_service import previous_quote_intents
+        active=any(intent['country']=='US' for intent in previous_quote_intents(conv_id,set()))
+    if not active:return None
+    from .quote_data import load_book
+    if not load_book():return {'t':'当前尚未包含可用的美国报价表，请提供目的地仓码或邮编及货物信息，联系人工确认。'}
+    english=not re.search(r'[\u4e00-\u9fff]',message) and bool(re.search(r'[A-Za-z]{3,}',message))
+    if english:
+        return {'t':'Please specify the US route or destination warehouse/ZIP code and the point you want to confirm. Unlisted charges or service conditions require confirmation by customer support.'}
+    return {'t':'请说明您想确认的美国渠道、目的仓码或邮编，以及具体的费用或发货要求；未明确的服务条件需要联系人工核对。'}

logistics_chat/quote_service.py

@@ -0,0 +1,112 @@
+"""Resolve same-conversation quote edits and return local facts without model I/O."""
+
+from decimal import Decimal, InvalidOperation
+import re
+import sqlite3
+
+from .db import connect
+from .quote_data import load_book, postcode_fee
+from .quote_engine import US, QUOTE_WORDS, parse_intent, is_followup, variants, render_rates
+
+
+def previous_quote_intents(conv_id,codes):
+    """Read the current quote back to its topic boundary, without a turn cutoff."""
+    earlier_intents=[]
+    if conv_id:
+        connection=connect()
+        try:
+            recent=connection.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' ORDER BY id DESC",(conv_id,))
+            for (previous,) in recent:
+                if re.search(r'理赔|赔偿|破损|丢失|退件|投诉|查单|轨迹|签收|换个话题|另外问',previous):break
+                earlier=parse_intent(previous,codes)
+                if earlier['country']=='other':break
+                if not (QUOTE_WORDS.search(previous) or US.search(previous) or is_followup(previous,earlier) or
+                        any(earlier.get(key) for key in ('weight','dims','cbm','warehouse','postal'))):break
+                earlier_intents.append(earlier)
+                if not is_followup(previous,earlier):break
+        finally:
+            connection.close()
+    return earlier_intents
+
+
+def intent_with_context(message, conv_id, book):
+    from .quote_context import merge_intent
+
+    codes = {row['code'] for row in book['warehouses']}
+    codes.update(value.upper() for rate in book['rates'] for value in rate['destinations'])
+    intent = parse_intent(message,codes)
+    earlier_intents=previous_quote_intents(conv_id,codes) if is_followup(message,intent) else []
+    if intent.get('metal_weight_update') and not earlier_intents:
+        intent['metal_chargeable_weight']=None
+        intent['errors'].append('请确认铁铝部分的计费重，不能把毛重直接当作计费重。')
+    if earlier_intents:
+        state=earlier_intents[-1]
+        if state.get('metal_weight_update'):state['metal_chargeable_weight']=None
+        for update in list(reversed(earlier_intents[:-1]))+[intent]:
+            state=merge_intent(update,state)
+        intent=state
+    if (intent['warehouse'] or intent.get('unknown_warehouses')) and intent['country'] is None:
+        intent['country']='US'
+    return intent
+
+
+def answer_quote(message, conv_id):
+    if re.search(r'理赔|赔偿|破损|丢失|退件|投诉|查单|轨迹|签收', message):
+        return None
+    # Avoid a new read for ordinary chat; short followups need their local context.
+    from .shipping_faq import preparation_topic
+    if not (US.search(message) or QUOTE_WORDS.search(message) or preparation_topic(message) or conv_id or
+            re.search(r'(?<![A-Za-z0-9])[A-Za-z]{2,4}[0-9](?![A-Za-z0-9])', message)):
+        return None
+    try:
+        book = load_book()
+        if not book:
+            return None
+        intent = intent_with_context(message, conv_id, book)
+        if intent['country'] != 'US':
+            if intent['country'] is None and intent.get('mode')=='preparation':
+                return {'t':'请先确认目的国家和所选渠道，我再为您核对交仓、标签或发货资料要求。'}
+            return None
+        if intent.get('errors'):
+            return {'t':'\n'.join(intent['errors'])}
+        if intent.get('unknown_warehouses'):
+            return {'t':'未找到目的仓码 '+ '、'.join(intent['unknown_warehouses'])+'，请核对仓码，或提供5位美国邮编继续查询。'}
+        if not (QUOTE_WORDS.search(message) or is_followup(message,intent) or
+                any(intent.get(key) for key in ('weight','dims','cbm','warehouse','postal'))):
+            return None
+        for key in ('weight','cbm'):
+            if intent[key] is not None and not (Decimal(0) < Decimal(intent[key]) <= Decimal(1000000)):
+                return {'t':'请提供大于 0 的有效重量或体积。'}
+        if intent['boxes'] is not None and not 0 < intent['boxes'] <= 10000:
+            return {'t':'请提供有效的货物箱数。'}
+        dimensions=[intent['dims']] if intent['dims'] else []
+        dimensions += [piece['dims'] for piece in intent.get('packages') or [] if piece.get('dims')]
+        if any(not 0 < value <= 100000 for dims in dimensions for value in dims):
+            return {'t':'请提供大于 0 的有效长宽高。'}
+        if intent['air_only']:
+            return {'t':'当前美国报价资料包含美森、EXX、合德及普船的海卡、海铁和海派。发我目的仓码或邮编、重量，可以列出这些线路的价格；空运费率当前资料没有列出，空运承运条件也需单独确认。'}
+        from .quote_answers import answer_business
+        preparation=None
+        if intent.get('mode')=='preparation':
+            from .shipping_faq import answer_preparation
+            preparation=answer_preparation(intent,book)
+            if preparation_topic(message)!='schedule' or not re.search(r'\d+\s*(?:KG|公斤|千克|克|吨|方|CBM)',intent['text'],re.I):
+                return {'t':preparation}
+            intent['mode']='cheapest' if re.search(r'最便宜|最划算|最低价',message) else 'quote'
+        business=answer_business(intent,book)
+        if business is not None:return {'t':business}
+        destinations = variants(intent,book)
+        fees = []
+        for destination in destinations:
+            postal = destination['postal']
+            if postal and (postal[:3] in ('006','007','008','009','966','967','968','969','995','996','997','998','999') or postal=='89124'):
+                return {'t':f'当前海派资料不接收邮编 {postal} 的地址，请提供其他目的仓码或联系人工确认可用线路。'}
+            fees.append(postcode_fee(book['id'],postal) if postal else None)
+        reply=render_rates(intent,book,destinations,fees)
+        if intent.get('mode')=='total':
+            reply+='\n以上为已提供条件下可计算的运费，各方案按所列包税/不包税方式分别核算；目的仓、箱规及未确定附加费需核实后才能确认最终应付总价。'
+        if intent.get('mode')=='cheapest' and re.search(r'便宜一?点|折扣|优惠|打折',message):
+            reply+='\n以上按当前价表比较，折扣或合作价格需人工确认，尚未修改单价。'
+        return {'t':reply+('\n'+preparation if preparation else '')}
+    except (sqlite3.Error, ValueError, KeyError, TypeError, InvalidOperation):
+        return {'t':'报价数据暂时无法读取，请稍后重试。'}

logistics_chat/quote_workbook.py

@@ -0,0 +1,119 @@
+"""Extract only this workbook's local detail cells; never evaluate external links."""
+
+import hashlib
+from pathlib import Path
+import posixpath
+import re
+from xml.etree import ElementTree as ET
+from zipfile import ZipFile
+
+from .quote_data import decimal_text
+
+
+NS = {'s':'http://schemas.openxmlformats.org/spreadsheetml/2006/main'}
+TRUCK_SHEETS = ('美森正班海卡','美森加班海卡','EXX海卡','合德海卡','纽约EXX海铁',
+    '洛杉矶普船海卡','洛杉矶普船全卡','芝加哥普船海铁','休斯顿普船海卡','纽约普船海卡','萨凡纳普船海卡')
+
+
+def read_sheets(path):
+    path = Path(path)
+    if path.stat().st_size > 20*1024*1024:
+        raise ValueError('Quote workbook is too large')
+    with ZipFile(path) as archive:
+        if sum(info.file_size for info in archive.infolist()) > 100*1024*1024:
+            raise ValueError('Expanded quote workbook is too large')
+        strings = []
+        if 'xl/sharedStrings.xml' in archive.namelist():
+            for entry in ET.fromstring(archive.read('xl/sharedStrings.xml')):
+                strings.append(''.join(t.text or '' for t in entry.findall('.//s:t', NS)))
+        workbook = ET.fromstring(archive.read('xl/workbook.xml'))
+        rels = {r.attrib['Id']:r.attrib['Target'] for r in ET.fromstring(archive.read('xl/_rels/workbook.xml.rels'))}
+        result = {}
+        for sheet in workbook.find('s:sheets', NS):
+            target = rels[sheet.attrib['{http://schemas.openxmlformats.org/officeDocument/2006/relationships}id']]
+            target = target.lstrip('/') if target.startswith('/') else posixpath.normpath('xl/'+target)
+            rows = {}
+            for cell in ET.fromstring(archive.read(target)).findall('s:sheetData/s:row/s:c', NS):
+                ref = cell.attrib['r']
+                column = re.sub('[0-9]', '', ref)
+                if len(column) != 1 or column > 'Q':
+                    continue
+                raw = cell.find('s:v', NS)
+                value = raw.text if raw is not None else ''
+                if cell.attrib.get('t') == 's':
+                    value = strings[int(value)]
+                elif cell.attrib.get('t') == 'inlineStr':
+                    value = ''.join(t.text or '' for t in cell.findall('.//s:t', NS))
+                formula = cell.find('s:f', NS)
+                if formula is not None and formula.text and re.search(r'\[[0-9]+\]', formula.text):
+                    continue
+                if value:
+                    rows.setdefault(int(re.sub('[^0-9]', '', ref)), {})[column] = value
+            result[sheet.attrib['name']] = rows
+        return result
+
+
+def export_snapshot(path):
+    sheets = read_sheets(path)
+    missing = set(TRUCK_SHEETS + ('海派','FBA分区表','亚马逊仓库代码表','UPS&FedEx偏远地区表')) - sheets.keys()
+    if missing:
+        raise ValueError('Quote workbook is missing required local detail sheets')
+    result = {'schema':1, 'source_name':Path(path).name,
+        'source_sha256':hashlib.sha256(Path(path).read_bytes()).hexdigest(),
+        'rates':[], 'warehouses':[], 'postcodes':[], 'documents':[]}
+    for name in TRUCK_SHEETS:
+        rows = sheets[name]
+        destination_col = 'A' if name in TRUCK_SHEETS[:4] else 'B'
+        price_cols = ('B','C','D') if destination_col == 'A' else ('C','D','E')
+        eta_col = 'E' if destination_col == 'A' else 'F'
+        for number, row in rows.items():
+            if number < 6 or not re.fullmatch(r'\d+(?:\.\d+)?', row.get(price_cols[0], '')):
+                continue
+            destinations = [p.strip() for p in re.split(r'[/\n、]+', row.get(destination_col, '')) if p.strip()]
+            if not destinations:
+                raise ValueError('Price row is missing destinations')
+            for column, origin, unit, tax in zip(price_cols, ('义乌','义乌','华南'), ('cbm','kg','kg'), ('excluded','included','included')):
+                result['rates'].append({'service':name, 'kind':'truck', 'origin':origin, 'zone':'',
+                    'unit':unit, 'tax':tax, 'min_weight':'0', 'price':decimal_text(row[column], positive=True),
+                    'eta':row.get(eta_col, ''), 'destinations':destinations, 'source_sheet':name, 'source_cell':f'{column}{number}'})
+    parcel = sheets['海派']
+    for origin, header, first in (('义乌',4,9), ('华南',13,18)):
+        for start_col in ('C','F','I','L'):
+            for offset, tier in enumerate(('12','51','101')):
+                column = chr(ord(start_col)+offset)
+                for index, zone in enumerate(('美西','美中','美东')):
+                    number = first+index
+                    result['rates'].append({'service':parcel[header][start_col], 'kind':'parcel', 'origin':origin,
+                        'zone':zone, 'unit':'kg', 'tax':'included', 'min_weight':tier,
+                        'price':decimal_text(parcel[number][column], positive=True),
+                        'eta':parcel[header+2][start_col], 'destinations':[], 'source_sheet':'海派', 'source_cell':f'{column}{number}'})
+    for name, first in (('FBA分区表',3), ('亚马逊仓库代码表',2)):
+        for number, row in sheets[name].items():
+            if number < first or not row.get('A'):
+                continue
+            is_zone = name == 'FBA分区表'
+            result['warehouses'].append({'code':row['A'].strip().upper(),
+                'zone':row.get('B','') if is_zone else '', 'state':row.get('C','') if is_zone else '',
+                'postal':row.get('D','') if is_zone else '', 'address':row.get('B','') if not is_zone else '',
+                'source_sheet':name, 'source_cell':f'A{number}'})
+    for number, row in sheets['UPS&FedEx偏远地区表'].items():
+        if number <= 23:
+            continue
+        for column, severity, fee in (('B','remote','1'), ('F','extended','2'), ('J','extreme',None)):
+            postal = row.get(column, '')
+            if postal:
+                result['postcodes'].append({'postal':postal, 'severity':severity, 'fee':fee})
+    for name, rows in sheets.items():
+        if name in ('快速查询','UPS&FedEx偏远地区表','FBA分区表','亚马逊仓库代码表'):
+            continue
+        for number, row in rows.items():
+            if number <= 1 or (name in TRUCK_SHEETS and number <= 5):
+                continue
+            # Long detail text contains rules; short lookup rows contain service fees.
+            for column, value in row.items():
+                if len(value) >= 20 and not re.search(r'公司地址|TEL:|船名航次|预计开船日期|关税查询网址', value):
+                    result['documents'].append({'sheet':name, 'cell':f'{column}{number}', 'text':value})
+            if name in ('一件代发收费','FDA申报清单'):
+                text = '；'.join(row.values())
+                result['documents'].append({'sheet':name,'cell':f'A{number}','text':text})
+    return result

logistics_chat/routes/__init__.py

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

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

@@ -2,7 +2,7 @@
 
 from flask import Blueprint, request
 
-from .. import business_service
+from .. import business_service, visitor_service
 
 bp = Blueprint('business', __name__)
 
@@ -13,9 +13,19 @@ 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()
+
+
+@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 {}
+        data = request.get_json(silent=True)
-        msg = (data.get('msg') or '').strip()
+        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()
+        msg = request.args.get('msg', '')
-        conv_id = request.args.get('conv_id', type=int)
+        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 +1,27 @@
+"""Public, visitor-bound customer login endpoints. No staff privileges."""
+
+from flask import Blueprint, current_app, request
+from werkzeug.exceptions import RequestEntityTooLarge
+from .. import customer_service
+
+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()

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/shipping_faq.py

@@ -0,0 +1,57 @@
+"""Pre-shipment answers from the active US book, without live operational claims."""
+
+import re
+
+
+def preparation_topic(text):
+    if re.search(r'理赔|赔偿|索赔|货损|丢件|破损',text):return None
+    if re.search(r'截仓|截单|船期|排仓|哪天开船|(?:什么时候|几号).*开船|能.*开船|'
+                 r'(?:今天|明天|这周|下周).*(?:发货|发走|开船)|赶得上|来得及|(?:保证|必须|月底).*到',text):return 'schedule'
+    if re.search(r'上门.*(?:提货|取货|收货|揽收)|提货服务|交仓地址|仓库地址|仓.*(?:地址|电话|联系人|几点)|送哪个仓|仓库在哪|收货时间|\bpick\s*up\b|\bpickup\b',text,re.I):return 'delivery'
+    if re.search(r'报关资料|清关资料|报关.*(?:准备|材料)|申报比例|低申报|怎么申报|如何申报|认证资料|熏蒸',text):return 'documents'
+    if re.search(r'查验.*(?:费|承担)|谁.*承担.*查验',text):return 'inspection'
+    if re.search(r'(?:东|西|中)[12](?:区)?.*(?:区别|分区|哪区)|分区.*(?:什么意思|怎么分)',text):return 'zones'
+    if '一件代发' not in text and re.search(r'贴标|FBA标|标签|唛头|产地标|外箱.*贴|贴.*条码|made\s+in\s+china',text,re.I):return 'labels'
+    if re.search(r'哪些渠道|哪些线路|什么渠道|能发哪些仓|支持.*仓|(?:能发|能走|可以发).*美国',text):return 'coverage'
+    return None
+
+
+def answer_preparation(intent,book):
+    topic=preparation_topic(intent['text'])
+    if topic is None:return None
+    from .quote_fees import document
+
+    if topic=='coverage':
+        services=list(dict.fromkeys(rate['service'] for rate in book['rates']))
+        return '美国可查询的线路：'+ '、'.join(services)+'。请提供目的仓码或邮编、重量及交货仓，我再匹配具体可用线路。'
+    if topic=='zones':
+        return '东1、东2等是报价资料中的不同目的地区域，需要按目的仓码或邮编匹配；同一仓码存在多个分区记录时会分别列出。请提供目的仓码或邮编，我按现有记录核对。'
+    if topic=='schedule':
+        return '请提供计划交仓日期、交货仓和目的仓码。具体截仓、装柜和开船安排需联系人工核对；当前参考时效不能作为月底或指定日期必达的承诺。'
+    if topic=='delivery':
+        raw=document(book,('不提供上门提货服务',))
+        if intent.get('english'):
+            return ('The current US route sheet requires delivery to the designated warehouse and does not offer pickup. ' if raw else '')+'Please confirm the route and Yiwu or South China origin with customer support before delivery; warehouse address, contact and receiving hours need confirmation.'
+        lines=[]
+        if raw:lines.append('当前美国渠道资料要求客户自行送货至对应仓库，不提供上门提货服务。')
+        lines.append('请确认所选渠道及义乌或华南交仓，仓库地址、联系人和收货时间请联系人工核对后再送仓。')
+        return '\n'.join(lines)
+    if topic=='labels':
+        label=document(book,('外箱','入仓条码','唛头'))
+        origin=document(book,('产品上和包装上','产地标识'))
+        lines=[]
+        if label:lines.append(re.sub(r'^\s*\d+[、.．]\s*','',label.strip())+'\n代贴标签具体费用需按所选服务确认。')
+        if origin:lines.append('产品和包装还需有“Made in China”产地标识。')
+        return '\n'.join(lines) or '请提供渠道和目的仓码，由人工核对外箱标签及代贴要求。'
+    if topic=='documents':
+        if '熏蒸' in intent['text']:
+            raw=document(book,('熏蒸','备货阶段'))
+            return (raw.strip()+'\n' if raw else '')+'请确认是木制成品还是木质包装，并提供具体品名及渠道，核对是否需要熏蒸及证明材料后再安排发货。'
+        if re.search(r'申报比例|低申报|怎么申报|如何申报',intent['text']):
+            return '请提供品名、材质、用途、实际交易金额及销售链接，由业务核对申报资料。申报价需结合实际交易信息确认，不能按统一比例直接代算。'
+        raw=document(book,('单独报关需提供资料',))
+        if raw:return raw.strip()+'\n请补充具体品名及渠道，涉及商检或认证的资料需逐项核对。'
+        return '请提供具体品名和渠道，由人工核对装箱单、发票及对应报关、认证材料。'
+    raw=document(book,('查验','不包税货物','比例均摊'))
+    if raw:return raw.strip()+'\n具体金额按实际查验费用核算；包税渠道的承担方式需另行确认，不能直接套用不包税条款。'
+    return '查验费用和承担方式需按渠道、税费方式及实际费用确认，当前无法给出固定金额。'

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/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 +1,119 @@
+"""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',
+}
+
+
+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/')
+    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/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()

scripts/import_quote_data.py

@@ -0,0 +1,40 @@
+"""Export local workbook details or import a private quote snapshot into SQLite."""
+
+import argparse
+from contextlib import closing
+import json
+from pathlib import Path
+import sqlite3
+import sys
+
+sys.path.insert(0, str(Path(__file__).resolve().parents[1]))
+from logistics_chat.quote_data import import_snapshot
+from logistics_chat.quote_workbook import export_snapshot
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    source = parser.add_mutually_exclusive_group(required=True)
+    source.add_argument('--xlsx', type=Path)
+    source.add_argument('--snapshot', type=Path)
+    parser.add_argument('--output', type=Path, help='New private snapshot output for --xlsx')
+    parser.add_argument('--db', type=Path)
+    parser.add_argument('--activate', action='store_true', help='Use this version as general US rates without expiry')
+    args = parser.parse_args()
+    if args.xlsx:
+        if not args.output or args.db or args.output.exists():
+            parser.error('--xlsx requires a new --output path, without --db')
+        snapshot = export_snapshot(args.xlsx)
+        with args.output.open('x', encoding='utf-8') as target:
+            json.dump(snapshot, target, ensure_ascii=False, separators=(',', ':'))
+        print(json.dumps({key:len(snapshot[key]) for key in ('rates','warehouses','postcodes','documents')}))
+        return
+    if not args.db or not args.db.is_file() or not args.snapshot.is_file() or args.snapshot.stat().st_size > 20*1024*1024:
+        parser.error('Import requires an existing database and a private snapshot smaller than 20 MB')
+    snapshot = json.loads(args.snapshot.read_text(encoding='utf-8-sig'))
+    with closing(sqlite3.connect(args.db)) as connection, connection:
+        print(json.dumps(import_snapshot(connection, snapshot, activate=args.activate)))
+
+
+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

@@ -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

@@ -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);
@@ -42,9 +42,23 @@ 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: 40px; 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: 13px; }
+.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, #order-lookup-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, #order-lookup-submit { border-color: var(--brand); background: var(--brand); color: white; }
+.order-reference-field { display: flex; align-items: center; gap: 8px; }
+.order-reference-field input { min-width: 0; flex: 1; }
+#order-reference-copy { flex-shrink: 0; min-width: 60px; min-height: 44px; padding: 8px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--brand-text); }
 .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; }
@@ -64,7 +78,6 @@ 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); }
@@ -72,7 +85,6 @@ 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; }
@@ -86,21 +98,33 @@ 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; margin-bottom: 10px; }
+.composer-toolbar .hot-bar { flex: 1; min-width: 0; margin-bottom: 0; }
+.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; }
+.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: 4px 8px; background: var(--surface-soft); font-size: 10px; }
 .input-area { display: flex; align-items: flex-end; gap: 10px; border: 1px solid var(--border); border-radius: 12px; padding: 9px; background: var(--surface); box-shadow: 0 3px 15px rgba(28, 47, 80, .035); }
 .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 +141,8 @@ 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; }
@@ -127,6 +153,8 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .robot-message.track-card { width: min(560px, 100%); max-width: 100%; background: var(--surface); padding: 16px 20px; }
 .track-head { display: flex; align-items: center; justify-content: space-between; gap: 16px; border-bottom: 1px solid var(--border); padding-bottom: 12px; margin-bottom: 14px; }
 .track-no { font-weight: 650; font-size: 17px; letter-spacing: .02em; }
+.order-reference { display: block; max-width: 100%; min-height: 44px; padding: 0; border: 0; background: transparent; color: var(--brand-text); font: inherit; text-align: left; overflow-wrap: anywhere; text-decoration: underline; text-underline-offset: 3px; cursor: pointer; }
+.order-reference:focus-visible { outline: 2px solid var(--brand); outline-offset: 3px; border-radius: 3px; }
 .track-no span { display: block; font-size: 10px; letter-spacing: 0; font-weight: 400; color: var(--muted); margin-bottom: 3px; }
 .track-status { padding: 4px 10px; color: var(--success); background: var(--success-soft); border-radius: 6px; font-size: 12px; white-space: nowrap; }
 .track-node { position: relative; padding: 0 0 12px 22px; font-size: 13px; color: var(--secondary); }
@@ -144,6 +172,13 @@ 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); }
@@ -154,7 +189,6 @@ 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; }
@@ -166,7 +200,6 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
     .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; }
@@ -179,22 +212,38 @@ 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; }
+    body { padding: 0; position: fixed; inset: 0; width: 100%; overscroll-behavior: none; }
-    .chat-container { border: 0; border-radius: 0; height: 100dvh; }
+    .chat-container { --chat-header-height: 72px; 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: 72px; bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
+    .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; }
+    .chat-title { min-height: var(--chat-header-height); height: var(--chat-header-height); padding: 13px 18px; gap: 11px; }
-    #chatDom { padding: 24px 20px 15px; }
+    #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)); }
+    .chat-container.is-composing { --chat-header-height: 56px; }
+    .is-composing .chat-title { padding-top: 8px; padding-bottom: 8px; }
+    .is-composing .composer { padding-top: 6px; padding-bottom: 6px; }
+    .is-composing .composer-footer { 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 .hot-capsule { min-height: 36px; display: inline-flex; align-items: center; justify-content: center; }
+    .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; height: 44px; min-height: 44px; padding-top: 0; padding-bottom: 0; border-radius: 8px; line-height: 1; }
+    #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; }
+    .voice-toggle { display: grid; place-items: center; flex: 0 0 40px; height: 36px; 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); }
 }
 @media (max-width: 520px) {
     .header-kicker { font-size: 9px; }
@@ -207,12 +256,10 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
     .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-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; }
@@ -220,21 +267,21 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
     .hot-capsule { font-size: 10px; padding: 6px 8px; }
     #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 { flex-wrap: nowrap; overflow-x: auto; scrollbar-width: none; gap: 5px; }
-    .hot-bar-label { display: none; }
+    .hot-bar .hot-capsule { white-space: nowrap; flex-shrink: 0; padding: 6px 9px; font-size: 11px; }
-    .hot-bar .hot-capsule { white-space: nowrap; flex-shrink: 0; }
     .input-area { gap: 7px; padding: 7px; }
     #send-button { min-width: 57px; padding: 0 12px; }
-    #upload-btn { flex-basis: 36px; height: 42px; }
+    #upload-btn { flex-basis: 36px; }
     #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; }
     .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

@@ -76,6 +76,13 @@ 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; }
 ::-webkit-scrollbar { width: 5px; height: 5px; }
 ::-webkit-scrollbar-thumb { background: #b7c3d5; border-radius: 10px; }

static/js/admin.js

@@ -11,6 +11,7 @@ var typeTimer = null;
 var toolsOpen = false;
 var toolsOpener = null;
 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){
@@ -48,6 +49,7 @@ function updateComposer(){
     document.querySelectorAll(".quick").forEach(function(button){
         button.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
     });
+    updateAdminTools();
 }
 
 function resizeReply(){
@@ -95,11 +97,12 @@ function renderQueue(){
 
 async function loadQueue(){
     try{
-        queueItems = await adminRequest("/api/human/queue");
+        const list = await adminRequest("/api/human/queue");
-        renderQueue();
+        if(list.some(function(item){ return !queueItems.some(function(old){ return old.id === item.id; }); })){
-        if(!curSid && queueItems.length && !sessions[String(queueItems[0].id)]){
+            SupportUI.notify("新客户排队", "有 " + list.length + " 位客户等待接入");
-            accept(queueItems[0].id);
         }
+        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 +156,7 @@ function switchSession(sid){
     resizeReply();
     document.getElementById("chatBox").scrollTop = document.getElementById("chatBox").scrollHeight;
     setReplyStatus("");
+    loadSessionNote(sid);
     updateComposer();
     renderList();
     setSessionTab("active");
@@ -168,6 +172,7 @@ 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 +182,28 @@ 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(/\[图片\]\/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="$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</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 +255,7 @@ 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 +264,10 @@ 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 +393,7 @@ 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 +404,12 @@ 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/customer.js

@@ -0,0 +1,124 @@
+// 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 account=document.getElementById('customer-account');
+        let user, pending=null, opener=null, busy=false, version=0;
+        overlay.hidden=true;
+        function status(message){ error.textContent=message || ''; error.hidden=!message; }
+        function render(){
+            account.textContent=user ? user.name+' · '+options.text('customerLogout') : options.text('customerLogin');
+            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){
+            const previous=user;
+            user=next;
+            render();
+            if(options.onChange && (previous === undefined || (previous && previous.id) !== (user && user.id))){
+                options.onChange(user,previous);
+            }
+        }
+        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(){
+            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);
+            }catch(error){} // Query endpoints still enforce login if status cannot refresh.
+        }
+        function close(){
+            overlay.hidden=true;
+            password.value='';
+            pending=null;
+            if(opener && opener.isConnected) opener.focus({preventScroll:true});
+            opener=null;
+        }
+        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; account.disabled=value;
+            username.disabled=value; password.disabled=value; render();
+        }
+        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});
+            }
+        });
+        account.onclick=async function(){
+            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); }
+        };
+        window.addEventListener('focus',refresh);
+        document.addEventListener('visibilitychange',function(){ if(!document.hidden) refresh(); });
+        render();
+        return {open:open,refresh:refresh,render:render,require:async function(resume, canContinue){
+            if(busy) return;
+            await refresh();
+            if(canContinue && !canContinue(user)) return;
+            if(user){ await resume(user); }else open(function(){ return resume(user); });
+        },viewport:function(height,top){
+            overlay.style.height=height || ''; overlay.style.top=top || '';
+            overlay.style.bottom=height ? 'auto' : '';
+        }};
+    }
+};

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/order_lookup.js

@@ -0,0 +1,91 @@
+// One lookup form for shortcuts and saved order cards; no draft or chat ownership changes.
+var OrderLookup = {
+    create(options){
+        const overlay=document.getElementById('order-lookup');
+        const form=document.getElementById('order-lookup-form');
+        const input=document.getElementById('order-reference');
+        const label=document.getElementById('order-reference-label');
+        const title=document.getElementById('order-lookup-title');
+        const submit=document.getElementById('order-lookup-submit');
+        const cancel=document.getElementById('order-lookup-cancel');
+        const copy=document.getElementById('order-reference-copy');
+        const error=document.getElementById('order-lookup-error');
+        let kind='inbound', opener=null, busy=false, copying=false, copyState='', version=0, timer=null;
+        overlay.hidden=true;
+        function valid(value){
+            return /^[A-Za-z0-9][A-Za-z0-9_-]{5,63}$/.test(value) && (value.match(/[0-9]/g) || []).length >= 3;
+        }
+        function status(message){ error.textContent=message || ''; error.hidden=!message; }
+        function render(){
+            title.textContent=options.text(kind === 'inbound' ? 'lookupTitle' : 'lookupOrderTitle');
+            label.textContent=options.text(kind === 'inbound' ? 'order_inbound' : 'orderNo');
+            input.placeholder=options.text(kind === 'inbound' ? 'lookupPlaceholder' : 'lookupOrderPlaceholder');
+            submit.textContent=options.text(busy ? 'lookupSending' : 'lookupSubmit');
+            cancel.textContent=options.text('customerCancel');
+            copy.textContent=options.text(copyState || 'copy');
+            submit.disabled=busy; cancel.disabled=busy; input.disabled=busy;
+            copy.disabled=busy || copying || !valid(input.value.trim());
+        }
+        function clearTimer(){ if(timer !== null) clearTimeout(timer); timer=null; }
+        function close(){
+            version+=1;clearTimer();overlay.hidden=true;
+            busy=false;copying=false;copyState='';input.value='';status('');render();
+            if(opener && opener.isConnected) opener.focus({preventScroll:true});
+            opener=null;
+        }
+        function open(reference, referenceKind, source){
+            version+=1;clearTimer();kind=referenceKind === 'order' ? 'order' : 'inbound';
+            busy=false;copying=false;copyState='';
+            opener=source || document.activeElement;input.value=reference || '';status('');render();overlay.hidden=false;
+            if(options.onOpen) options.onOpen();
+            input.focus({preventScroll:true});
+        }
+        input.addEventListener('input',function(){ clearTimer();copyState='';status('');render(); });
+        copy.onclick=async function(){
+            const reference=input.value.trim(), token=version;
+            if(busy || copying || !valid(reference)) return;
+            copying=true;copyState='';status('');render();
+            const copied=await SupportUI.copyText(reference);
+            if(token !== version) return;
+            copying=false;
+            if(input.value.trim() === reference){
+                copyState=copied ? 'copied' : 'copyFailed';
+                if(!copied) status(options.text('copyFailed'));
+                timer=setTimeout(function(){copyState='';timer=null;render();},copied ? 1200 : 3000);
+            }
+            render();
+        };
+        form.addEventListener('submit',async function(event){
+            event.preventDefault();
+            if(busy) return;
+            const reference=input.value.trim(), token=version;
+            if(!valid(reference)){status(options.text('lookupInvalid'));input.focus({preventScroll:true});return;}
+            const blocked=options.canQuery();
+            if(blocked){status(blocked);return;}
+            busy=true;status('');render();
+            try{
+                const accepted=await options.query(reference,kind);
+                if(token !== version) return;
+                if(accepted) close();else status(options.text('lookupFailed'));
+            }catch(error){if(token === version) status(options.text('lookupFailed'));}
+            finally{if(token === version){busy=false;render();}}
+        });
+        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();return;}
+            if(event.key === 'Tab'){
+                const controls=[input,copy,cancel,submit].filter(control=>!control.disabled);
+                event.preventDefault();
+                if(controls.length){
+                    const index=controls.indexOf(document.activeElement);
+                    controls[(index+(event.shiftKey ? -1 : 1)+controls.length)%controls.length].focus({preventScroll:true});
+                }
+            }
+        });
+        render();
+        return {open:open,cancel:close,render:render,viewport:function(height,top){
+            overlay.style.height=height || '';overlay.style.top=top || '';overlay.style.bottom=height ? 'auto' : '';
+        }};
+    }
+};

static/js/support.js

@@ -0,0 +1,130 @@
+// Shared controls for the customer page and service workspace.
+var SupportUI = {
+    async copyText(text){
+        try{
+            if(navigator.clipboard && navigator.clipboard.writeText){
+                await navigator.clipboard.writeText(text);
+                return true;
+            }
+        }catch(error){}
+        const field = document.createElement('textarea');
+        field.value=text; field.readOnly=true;
+        field.style.position='fixed'; field.style.opacity='0';
+        const previous=document.activeElement;
+        document.body.appendChild(field);
+        try{
+            field.focus({preventScroll:true}); field.select();
+            return Boolean(document.execCommand('copy'));
+        }catch(error){ return false; }
+        finally{
+            field.remove();
+            if(previous && previous.isConnected) previous.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

@@ -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/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') }}">
@@ -21,8 +21,8 @@
         </div>
         <div class="history-wrap" id="historyWrap"></div>
         <div class="sidebar-footer">
+            <button type="button" id="customer-account" class="customer-account">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>
@@ -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>
@@ -43,30 +44,64 @@
                     <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">
+            <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>
-                <span class="hot-bar-label" data-i18n="quickLabel">快捷咨询</span>
+            <div class="composer-toolbar"><div class="hot-bar">
-                <button type="button" class="hot-capsule" data-question-index="0" data-i18n="footerTrack">查运单</button>
+                <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>
+<div id="order-lookup" class="customer-login-overlay" hidden>
+    <section class="customer-login-dialog" role="dialog" aria-modal="true" aria-labelledby="order-lookup-title">
+        <h2 id="order-lookup-title">查入仓码</h2>
+        <form id="order-lookup-form">
+            <label id="order-reference-label" for="order-reference">入仓码</label>
+            <div class="order-reference-field">
+                <input id="order-reference" name="reference" type="text" placeholder="请输入入仓码" maxlength="64" autocomplete="off" autocorrect="off" autocapitalize="characters" spellcheck="false" required>
+                <button id="order-reference-copy" type="button">复制</button>
+            </div>
+            <p id="order-lookup-error" role="alert" hidden></p>
+            <div class="customer-login-actions"><button id="order-lookup-cancel" type="button">取消</button><button id="order-lookup-submit" type="submit">查询轨迹</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/order_lookup.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/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){
@@ -30,35 +32,55 @@ 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; }
         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){
+            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 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 +233,67 @@ 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/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/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/test_api.py

@@ -45,11 +45,26 @@ class ApiTests(unittest.TestCase):
         self.root = Path(self.directory.name)
         self.app = self.application(self.root)
         self.client = self.app.test_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 +92,7 @@ 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 +106,17 @@ 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.assertEqual(len(messages), 3)
-        self.assertTrue(messages[1]['content'].startswith('__CARD__'))
+        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 +127,175 @@ 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'})
@@ -190,13 +371,49 @@ 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 +435,33 @@ 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 +1,218 @@
+"""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_common_tracking_requests_require_login_without_calling_the_model(self):
+        questions = ('查物流', '帮我查一下物流', '物流查询', '查货', '帮我查下轨迹',
+                     '我的货到哪了', '我的包裹到哪里了？', '这票货什么时候到？',
+                     'Where is my parcel?', 'Track my package', 'What is my shipment status?')
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            for question in questions:
+                with self.subTest(question=question):
+                    self.assertTrue(self.events(question)[0].get('login_required'))
+            self.login()
+            for question in questions:
+                with self.subTest(authenticated_question=question):
+                    self.assertIn('请提供入仓码', self.events(question)[0]['t'])
+        model.assert_not_called()
+
+    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_gap_fixes.py

@@ -0,0 +1,254 @@
+"""Oral-language, US-region isolation and scoped-page regressions using synthetic facts."""
+
+from decimal import Decimal
+from pathlib import Path
+import re
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from logistics_chat import create_app,db
+from logistics_chat.order_data import import_records
+from logistics_chat.pricing import detect_dim_unit,dims_to_cm
+from logistics_chat.quote_data import import_snapshot
+from logistics_chat.quote_intent import parse_intent
+from logistics_chat.quote_engine import quantity
+from test_quotes import fixture_snapshot,frames
+
+
+class CustomerGapTests(unittest.TestCase):
+    def setUp(self):
+        folder=tempfile.TemporaryDirectory();self.addCleanup(folder.cleanup)
+        root=Path(folder.name)
+        self.app=create_app({'TESTING':True,'DATABASE':root/'data.db','UPLOAD_DIR':root/'uploads',
+            'BACKUP_DIR':root/'backups','LOG_DIR':root/'logs','DEEPSEEK_API_KEY':'',
+            'CUSTOMER_DEMO_TENANT_ID':'qa-a','RATE_LIMIT_PER_MIN':1000})
+        self.client=self.app.test_client();self.client.post('/api/visitor/session',json={'key':'1'*64})
+        book=fixture_snapshot()
+        book['warehouses'].append({'code':'YYY2','zone':'西1区','state':'AA','postal':'90001',
+            'address':'','source_sheet':'合成分区','source_cell':'A8'})
+        texts=['偏远地址加收4元/kg；超偏远地址加收6元/kg','铁铝制品另外加附加费￥5/KG',
+            '正常货物 0KG<单件重量<22KG 0CM<最长单边长度<120CM 0CM<第二边<75CM 最长边<260CM',
+            '超重收+70/件','客户自行交货，不提供上门提货服务',
+            '禁止运输的货物：纯电池、液体','需熏蒸的货物由客户在备货阶段自行完成']
+        book['documents']=[{'sheet':'合成渠道','cell':f'A{i+1}','text':text} for i,text in enumerate(texts)]
+        self.order={'tenant_id':'qa-a','order_no':'FOCUS20260001','inbound_code':'QAFOCUS20260001',
+            'country_code':'US','status':'COMPLETED','package_count':2,
+            'tracking_json':[{'code':'IN_TRANSIT','actual_at':'2026-10-01 10:00'}]}
+        with self.app.app_context():
+            c=db.connect();import_snapshot(c,book,activate=True)
+            import_records(c,[self.order,{**self.order,'tenant_id':'qa-b','order_no':'OTHER20260099','inbound_code':'QAOTHER20260099'}])
+            c.commit();c.close()
+
+    def conversation(self):return self.client.post('/api/new_chat').json['id']
+
+    def events(self,q,cid=None,client=None):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            result=frames((client or self.client).post('/stream_chat',json={'msg':q,'conv_id':cid}))
+            model.assert_not_called()
+        self.assertEqual(result[-1],{'d':1},result)
+        return result
+
+    def ask(self,q,cid=None):return self.events(q,cid)[0]['t']
+
+    def login(self):
+        self.assertTrue(self.client.post('/api/customer/login',json={'username':'admin','password':'123456'}).json['ok'])
+
+    def test_us_natural_questions_never_enter_old_regional_model_faqs(self):
+        cases=('你们这个报价是按毛重还是净重？','运费能便宜一点吗？','这个价格含税含派送吗？',
+               '一共多少钱，给我最终总价','这个物流服务范围具体怎么执行？')
+        for q in cases:
+            with self.subTest(q=q):
+                cid=self.conversation();self.ask('美国美西30KG，义乌普船海派',cid)
+                text=self.ask(q,cid)
+                self.assertNotIn('21KG',text);self.assertNotIn('250',text);self.assertNotIn('7元/KG',text)
+        text=self.ask('我想发点货到美国，怎么收费？')
+        self.assertIn('元/KG',text);self.assertIn('多少公斤',text)
+
+    def test_final_total_respects_tax_labels_and_keeps_unconfirmed_fees_separate(self):
+        cid=self.conversation();self.ask('美国美西2箱每箱15KG，40x30x20cm，义乌普船海派',cid)
+        text=self.ask('一共多少钱，给我最终总价',cid)
+        self.assertIn('30KG = 60元',text);self.assertIn('· 包税',text)
+        self.assertNotIn('价格不含税',text);self.assertIn('最终应付总价',text)
+        self.assertIn('折扣或合作价格需人工确认',self.ask('运费能便宜一点吗',cid))
+
+    def test_negative_warehouse_and_origin_edits_do_not_keep_rejected_values(self):
+        cid=self.conversation();self.ask('美国30KG发ZZZ1，深圳普船海派',cid)
+        text=self.ask('不是发ZZZ1，是YYY2',cid)
+        self.assertNotIn('ZZZ1',text);self.assertIn('YYY2',text)
+        text=self.ask('不要深圳，还是义乌交仓',cid)
+        self.assertIn('· 义乌',text);self.assertNotIn('· 华南',text)
+        text=self.ask('50KG呢',cid)
+        self.assertIn('YYY2',text);self.assertNotIn('ZZZ1',text);self.assertIn('美国 50KG',text)
+
+    def test_inches_convert_before_charge_weight_and_acceptance_limits(self):
+        intent=parse_intent('美国30KG，60x40x30英寸，1箱普船海派',set())
+        self.assertEqual(intent['dim_unit'],'in')
+        self.assertEqual(dims_to_cm([60,40,30],'in'),[152.4,101.6,76.2])
+        self.assertGreater(quantity(intent,{'kind':'parcel','unit':'kg'}),Decimal('190'))
+        text=self.ask('美国美西30KG，60x40x30英寸，1箱普船海派，义乌')
+        self.assertIn('人工确认是否接收',text)
+        for text in ('60x40x30 inches','60x40x30in','60x40x30"'):
+            with self.subTest(text=text):
+                self.assertEqual(detect_dim_unit(text),'in')
+                self.assertIn('人工确认是否接收',self.ask('美国美西30KG，'+text+'，1箱普船海派，义乌'))
+        self.assertEqual(detect_dim_unit('60x40x30，合计1立方米'),'cm')
+        self.assertEqual(detect_dim_unit('60x40x30，合计1m3'),'cm')
+        self.assertEqual(detect_dim_unit('1.2x0.8x0.6m呢'),'m')
+
+    def test_spoken_carton_and_dimensions_are_used_without_reasking(self):
+        intent=parse_intent('美国30KG一个箱子，60长40宽30高，怎么算？',set())
+        self.assertEqual(intent['boxes'],1);self.assertEqual(intent['dims'],[60,40,30])
+        text=self.ask('美国美西30KG一个箱子，60长40宽30高，义乌普船海派')
+        self.assertIn('最高项70元/件',text)
+        self.assertNotIn('请补充箱数',text)
+
+    def test_box_units_are_local_and_each_axis_can_carry_its_own_unit(self):
+        cases=(('12英寸显示器，包装60x40x30cm',[60,40,30],'cm',Decimal('30')),
+               ('80cm×70cm×60cm',[80,70,60],'cm',Decimal('56')),
+               ('80cmx70cmx60cm',[80,70,60],'cm',Decimal('56')),
+               ('800mm*700mm*600mm',[800,700,600],'mm',Decimal('56')),
+               ('长80厘米宽70厘米高60厘米',[80,70,60],'cm',Decimal('56')),
+               ('0.8m×70cm×600mm',[80,70,60],'cm',Decimal('56')),
+               ('12英寸显示器，包装60x40x30',[60,40,30],'cm',Decimal('30')))
+        for wording,dims,unit,charge in cases:
+            with self.subTest(wording=wording):
+                intent=parse_intent('美国美西30KG，'+wording+'，1箱义乌普船海派',set())
+                self.assertEqual(intent['dims'],dims);self.assertEqual(intent['dim_unit'],unit)
+                self.assertEqual(quantity(intent,{'kind':'parcel','unit':'kg'}),charge)
+                text=self.ask('美国美西30KG，'+wording+'，1箱义乌普船海派')
+                self.assertIn(f'{charge}KG =',text)
+                self.assertNotIn('请补充箱数',text)
+
+    def test_oral_partial_weight_edits_never_overwrite_the_whole_shipment(self):
+        cid=self.conversation()
+        self.ask('美国美西30KG，部分铁制品，铁铝部分计费重10KG，义乌普船海派',cid)
+        for q,amount in (('铁铝部分还是10KG',110),('铁铝部分改成8KG',100),('铁铝部分仍是8KG',100)):
+            text=self.ask(q,cid)
+            self.assertIn('美国 30KG',text);self.assertIn(f'30KG = {amount}元',text)
+        self.assertIn('大于0',self.ask('铁铝部分改为-1KG',cid))
+        fresh=self.conversation()
+        self.assertIn('请确认铁铝部分的计费重',self.ask('美国美西30KG，铁铝部分还是10KG，义乌普船海派',fresh))
+        self.assertNotIn('×10KG',self.ask('一共多少钱，给我最终总价',fresh))
+
+    def test_long_quote_chain_retains_conditions_but_topic_changes_stop_reuse(self):
+        cid=self.conversation();self.ask('美国美西30KG，义乌普船海派',cid)
+        for _ in range(15):self.assertIn('每箱不足12KG',self.ask('这个报价按毛重还是净重？',cid))
+        self.assertIn('美国 50KG',self.ask('50KG呢',cid))
+        self.assertIn('美国渠道',self.ask('这个物流服务范围具体怎么执行？',cid))
+        self.assertIn('请先',self.ask('下一页',cid))
+        from logistics_chat.quote_service import answer_quote
+        from logistics_chat.quote_scope import answer_us_fallback
+        with self.app.test_request_context('/'):
+            self.assertIsNone(answer_quote('新的一票50KG发德国报价',cid))
+            db.save_message(cid,'user','换个话题，我要查订单')
+            self.assertIsNone(answer_us_fallback('50KG呢',cid))
+
+    def test_comparing_two_weights_is_not_treated_as_two_cartons(self):
+        cid=self.conversation();self.ask('美国30KG海派报价',cid)
+        text=self.ask('单箱12.5KG会不会按13KG收费？',cid)
+        self.assertIn('按原小数计费，不向上取整',text)
+        self.assertIn('12.5KG',text)
+        self.assertNotIn('请明确总重',text)
+
+    def test_confirmed_fractional_weight_and_partial_metal_basis_are_used(self):
+        self.assertIn('12.5KG = 25元',self.ask('美国美西1箱12.5KG，40x30x20cm，义乌普船海派'))
+        self.assertIn('12.3456KG = 24.69元',self.ask('美国美西1箱12.3456KG，40x30x20cm，义乌普船海派'))
+        cid=self.conversation()
+        text=self.ask('美国美西30KG，部分铁制品，义乌普船海派',cid)
+        self.assertIn('30KG = 60元',text);self.assertIn('不能按整票重量加费',text)
+        self.assertNotIn('30KG = 210元',text)
+        text=self.ask('铁铝部分计费重10KG',cid)
+        self.assertIn('美国 30KG',text);self.assertIn('30KG = 110元',text)
+        self.assertIn('×10KG=50元',text)
+        self.assertIn('30KG = 110元',self.ask('一共多少钱，给我最终总价',cid))
+        text=self.ask('改成40KG',cid)
+        self.assertIn('当前金额未包含该项',text);self.assertNotIn('×10KG',text)
+        text=self.ask('全部换成铁制品40KG',cid)
+        self.assertIn('40KG = 280元',text)
+
+    def test_unknown_metal_and_cbm_quotes_do_not_spread_partial_fee_over_the_whole_load(self):
+        text=self.ask('美国美西30KG，只是金属扣子，整票都按铁铝加费吗，义乌普船海派')
+        self.assertIn('只按铁铝货物的计费重',text);self.assertIn('确认金属是否属于铁铝',text)
+        text=self.ask('美国30KG发ZZZ1，1方不包税海卡，部分铁制品，铁铝部分计费重10KG，义乌')
+        self.assertIn('1CBM = 150元',text);self.assertIn('×10KG=50元',text)
+        self.assertIn('大于0',self.ask('美国30KG，部分铁制品，铁铝部分计费重-1KG，义乌海派'))
+        text=self.ask('美国20KG发ZZZ1，10KG发YYY2，部分铁制品，铁铝部分计费重10KG，义乌普船海派')
+        self.assertIn('不能重复套用到每个仓',text)
+        self.assertIn('20KG = 100元',text);self.assertIn('12KG = 24元',text)
+        self.assertNotIn('铁铝附加费5元/KG×10KG',text)
+
+    def test_booking_phone_invoice_and_file_capabilities_do_not_invent_workflows(self):
+        cases=(('就按刚才方案帮我下单','尚未创建订单'),('手机号能查吗','暂不支持手机号'),
+               ('你们可以开发票吗，开票加几个点','开票税点'),('付款账号发我一下','收款账号'),
+               ('可以月结吗','月结资格'),('帮我导出订单Excel','暂不提供订单Excel导出'),
+               ('Excel能直接读里面箱规报价吗','不会自动读取Excel'),
+               ('我换了个手机，之前聊天记录还在吗','不会自动同步恢复'))
+        for q,expected in cases:
+            with self.subTest(q=q):self.assertIn(expected,self.ask(q))
+        with patch('logistics_chat.order_data.lookup_order') as lookup:
+            self.assertIn('暂不支持手机号',self.ask('手机号19900000000能查吗'))
+            lookup.assert_not_called()
+        with self.app.app_context():
+            c=db.connect();self.assertEqual(c.execute('SELECT COUNT(*) FROM order_test_data').fetchone()[0],2);c.close()
+
+    def test_address_and_pickup_questions_are_not_prices_and_english_stays_english(self):
+        cid=self.conversation();self.ask('美国30KG海派报价',cid)
+        self.assertIn('地址、联系人和收货时间',self.ask('义乌仓具体地址是什么？几点可以送？',cid))
+        text=self.ask('Can you pick up my goods in Shenzhen for US sea freight?')
+        self.assertIn('does not offer pickup',text);self.assertNotIn('CNY/kg',text)
+        self.assertFalse(re.search(r'[\u4e00-\u9fff]',text))
+
+    def test_air_battery_question_does_not_apply_sea_battery_requirements(self):
+        text=self.ask('想走美国空运，包税带电的，有吗？')
+        self.assertIn('空运费率当前资料没有列出',text);self.assertNotIn('MSDS',text)
+        self.assertIn('备货阶段',self.ask('美国木制品需要熏蒸吗'))
+
+    def seed_pages(self):
+        with self.app.app_context():
+            c=db.connect();import_records(c,[{'tenant_id':'qa-a','order_no':f'PAGE2026{i:06d}',
+                'inbound_code':f'QAPAGE2026{i:06d}','status':'PROCESSING'} for i in range(1,26)])
+            c.commit();c.close()
+
+    def test_pages_use_fresh_authorized_count_and_preserve_filter_and_private_history(self):
+        self.seed_pages()
+        self.assertTrue(self.events('下一页')[0]['login_required'])
+        self.login();cid=self.conversation()
+        text=self.ask('列出我的全部订单',cid)
+        self.assertIn('共26票',text);self.assertEqual(text.count('- 入仓码：'),20)
+        self.assertNotIn('QAOTHER',text)
+        text=self.ask('下一页',cid)
+        self.assertIn('第2页',text);self.assertEqual(text.count('- 入仓码：'),6);self.assertIn('共26票',text)
+        self.assertIn('最后一页',self.ask('下一页',cid))
+        self.assertIn('第1页',self.ask('上一页',cid))
+        self.ask('列出履约中的订单',cid)
+        text=self.ask('下一页',cid)
+        self.assertIn('共25票',text);self.assertEqual(text.count('- 入仓码：'),5);self.assertNotIn('QAFOCUS',text)
+        self.assertIn('第1页',self.ask('第1页',cid))
+        self.client.post('/api/customer/logout')
+        self.assertEqual(self.client.get('/api/get_messages',query_string={'conv_id':cid}).json,[])
+
+    def test_page_commands_cannot_reuse_another_topic_or_unbounded_offset(self):
+        self.login();cid=self.conversation();self.ask('列出我的订单',cid)
+        self.assertIn('有效页码',self.ask('第0页',cid))
+        self.ask('列出我的订单',cid)
+        self.ask('美国30KG海派报价',cid)
+        self.assertIn('请先',self.ask('下一页',cid))
+
+    def test_count_interruptions_do_not_erase_the_active_list_page(self):
+        self.seed_pages();self.login();cid=self.conversation()
+        self.ask('列出我的全部订单',cid)
+        self.ask('我有多少个运单',cid)
+        text=self.ask('下一页',cid)
+        self.assertIn('第2页',text);self.assertEqual(text.count('- 入仓码：'),6)
+
+    def test_clearance_followup_modification_and_unknown_payment_do_not_call_model(self):
+        self.assertTrue(self.events('我的订单已清关了吗')[0]['login_required'])
+        self.login();cid=self.conversation();self.events('QAFOCUS20260001',cid)
+        event=self.events('我的订单已清关了吗？',cid)[0]
+        self.assertEqual(event['card']['no'],'FOCUS20260001')
+        self.assertEqual(event['card']['tracking_status'],'海运途中')
+        self.assertIn('尚未修改订单',self.ask('帮我把收货地址改一下',cid))
+        self.assertIn('未接入付款状态',self.ask('这票订单付过款了吗',cid))
+        self.assertIn('不能直接当作快递单号',self.ask('这票对应的UPS快递单号是多少',cid))
+        self.assertIn('暂不支持按这个物流条件',self.ask('哪些订单还没开船',cid))

tests/test_customer_questions.py

@@ -0,0 +1,154 @@
+"""Common pre-sale and order questions; all data and monetary values are synthetic."""
+
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+
+from logistics_chat import create_app,db
+from logistics_chat.order_data import import_records
+from logistics_chat.quote_data import import_snapshot
+from test_quotes import fixture_snapshot,frames
+
+
+class CustomerQuestionTests(unittest.TestCase):
+    def setUp(self):
+        folder=tempfile.TemporaryDirectory();self.addCleanup(folder.cleanup)
+        root=Path(folder.name)
+        self.app=create_app({'TESTING':True,'DATABASE':root/'data.db','UPLOAD_DIR':root/'uploads',
+            'BACKUP_DIR':root/'backups','LOG_DIR':root/'logs','DEEPSEEK_API_KEY':'',
+            'CUSTOMER_DEMO_TENANT_ID':'qa-a','RATE_LIMIT_PER_MIN':1000})
+        self.client=self.app.test_client()
+        self.client.post('/api/visitor/session',json={'key':'1'*64})
+        book=fixture_snapshot()
+        book['warehouses'].append({'code':'YYY2','zone':'西1区','state':'AA','postal':'90001',
+            'address':'','source_sheet':'合成分区','source_cell':'A10'})
+        documents=['铁铝制品另外加附加费￥5/KG','客户自行送货，不提供上门提货服务',
+            '外箱要贴两张入仓条码与我司唛头标签，代贴收操作费',
+            '产品上和包装上必须有Made in China产地标识',
+            '单独报关需提供资料：装箱单、发票、报关委托书、合同',
+            '如遇查验，不包税货物的查验费用按客户所占货物比例均摊',
+            '正常货物 0KG<单件重量<22KG 0CM<最长单边长度<120CM 0CM<第二边<75CM 最长边<260CM',
+            '超重收+70/件']
+        book['documents']=[{'sheet':'合成渠道','cell':f'A{i}','text':text} for i,text in enumerate(documents)]
+        self.order={'tenant_id':'qa-a','order_no':'COMMON20260001','inbound_code':'QACOMMON20260001',
+            'status':'COMPLETED','package_count':2,'country_code':'US',
+            'tracking_json':[{'code':'DEPARTED_ORIGIN_PORT','actual_at':'2026-10-01 10:00'},
+                             {'code':'ARRIVED_DESTINATION_PORT','estimated_at':'2026-10-20 10:00'}]}
+        with self.app.app_context():
+            c=db.connect();import_snapshot(c,book,activate=True)
+            import_records(c,[self.order,{**self.order,'tenant_id':'qa-b','order_no':'COMMON20260099','inbound_code':'QACOMMON20260099'}])
+            c.commit();c.close()
+
+    def conversation(self):return self.client.post('/api/new_chat').json['id']
+
+    def events(self,text,cid=None):
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            result=frames(self.client.post('/stream_chat',json={'msg':text,'conv_id':cid}))
+            model.assert_not_called()
+        self.assertEqual(result[-1],{'d':1},result)
+        return result
+
+    def ask(self,text,cid=None):return self.events(text,cid)[0]['t']
+
+    def login(self):
+        self.assertTrue(self.client.post('/api/customer/login',json={'username':'admin','password':'123456'}).json['ok'])
+
+    def test_explicit_weights_are_billed_by_destination_and_not_reused_as_each_total(self):
+        for text in ('美国20KG发ZZZ1，10KG发YYY2，义乌普船海派',
+                     '美国ZZZ1：20KG，YYY2：10KG，义乌普船海派'):
+            answer=self.ask(text)
+            self.assertIn('美国 30KG',answer)
+            self.assertIn('20KG = 100元',answer)
+            self.assertIn('12KG = 24元',answer)
+            self.assertNotIn('30KG =',answer)
+        self.assertIn('分配重量不一致',self.ask('美国总重40KG，20KG发ZZZ1，10KG发YYY2，海派'))
+
+    def test_allocation_follows_origin_changes_but_a_single_new_destination_clears_it(self):
+        cid=self.conversation()
+        self.ask('美国20KG发ZZZ1，10KG发YYY2，义乌普船海派',cid)
+        text=self.ask('深圳交仓呢',cid)
+        self.assertIn('20KG = 120元',text);self.assertIn('12KG = 36元',text)
+        text=self.ask('换成YYY2',cid)
+        self.assertNotIn('ZZZ1',text);self.assertIn('美国 30KG',text)
+
+    def test_allocated_cartons_keep_individual_minimums_and_overweight_fees(self):
+        text=self.ask('美国2箱每箱5KG发ZZZ1，1箱20KG发YYY2，义乌普船海派')
+        self.assertIn('美国 30KG',text);self.assertIn('24KG = 120元',text);self.assertIn('20KG = 40元',text)
+        text=self.ask('美国1箱30KG发ZZZ1，1箱10KG发YYY2，义乌普船海派')
+        self.assertIn('30KG = 220元',text);self.assertIn('最高项70元/件',text)
+        text=self.ask('美国1箱10KG发ZZZ1，60x50x40cm，1箱20KG发YYY2，40x30x20cm，义乌普船海派')
+        self.assertIn('20KG = 100元',text);self.assertIn('20KG = 40元',text)
+
+    def test_total_weight_correction_removes_old_per_carton_weight_even_on_next_followup(self):
+        cid=self.conversation()
+        self.ask('美国美西2箱每箱30KG，义乌普船海派',cid)
+        text=self.ask('30公斤是两箱加起来的，不是每箱30公斤',cid)
+        self.assertIn('美国 30KG',text);self.assertNotIn('60KG',text)
+        text=self.ask('深圳交仓呢',cid)
+        self.assertIn('美国 30KG',text);self.assertNotIn('60KG',text)
+        self.assertIn('美国 50KG',self.ask('不是30KG，是50KG',cid))
+
+    def test_uniform_carton_count_change_preserves_piece_weight_across_followups(self):
+        cid=self.conversation()
+        self.ask('美国美西2箱每箱15KG，义乌普船海派',cid)
+        self.assertIn('美国 60KG',self.ask('改成4箱',cid))
+        self.assertIn('美国 60KG',self.ask('深圳交仓呢',cid))
+        self.assertIn('美国 60KG',self.ask('改成6箱，总重不变',cid))
+        self.assertIn('美国 60KG',self.ask('义乌交仓呢',cid))
+
+    def test_mixed_carton_count_requires_new_weights_then_accepts_a_new_total(self):
+        cid=self.conversation()
+        self.ask('美国美西1箱10KG，1箱20KG，义乌普船海派',cid)
+        self.assertIn('请确认新的总重',self.ask('改成4箱',cid))
+        text=self.ask('总重40KG',cid)
+        self.assertIn('美国 40KG',text);self.assertIn('48KG = 96元',text)
+        other=self.conversation()
+        self.ask('美国美西1箱10KG，1箱20KG，义乌普船海派',other)
+        self.ask('改成4箱，总重不变',other)
+        self.assertIn('美国 30KG',self.ask('深圳交仓呢',other))
+
+    def test_new_dimensions_do_not_resurrect_stale_volume(self):
+        cid=self.conversation()
+        self.ask('美国363KG发ZZZ1，1箱，1.5方，义乌不包税海卡',cid)
+        self.assertIn('1CBM = 100元',self.ask('改成每箱50x50x40cm',cid))
+        self.assertIn('1CBM = 100元',self.ask('深圳交仓呢',cid))
+
+    def test_cbm_metal_surcharge_is_separate_instead_of_silently_included(self):
+        text=self.ask('美国铁制品30KG发ZZZ1，1方，义乌不包税海卡')
+        self.assertIn('1CBM = 100元',text)
+        self.assertIn('铁铝附加费为5元/KG',text)
+        self.assertIn('当前按方运费未包含',text)
+        self.assertNotIn('= 105元',text)
+
+    def test_preparation_questions_use_us_material_without_promising_ship_dates(self):
+        cases=(('美国可以上门提货吗','不提供上门提货'),('美国FBA外箱怎么贴标签','两张入仓条码'),
+               ('美国单独报关资料需要什么','装箱单'),('美国申报比例怎么算','不能按统一比例'),
+               ('美国不包税查验费用谁承担','比例均摊'),('美国这周哪天开船','联系人工核对'))
+        for question,expected in cases:
+            with self.subTest(question=question):self.assertIn(expected,self.ask(question))
+        cid=self.conversation();self.ask('美国30KG海派报价',cid)
+        self.assertIn('唛头',self.ask('外箱标签呢',cid))
+        self.assertIn('目的国家',self.ask('可以上门提货吗'))
+        self.assertIn('普船海派',self.ask('你们能发美国吗，有哪些渠道'))
+        text=self.ask('美国美西30KG最便宜的，月底必须到，义乌海派')
+        self.assertIn('30KG = 60元',text);self.assertIn('不能作为',text)
+
+    def test_order_business_status_does_not_imply_signing_shelving_or_piece_delivery(self):
+        self.assertIn('业务完成不等于',self.ask('头程订单已完成是不是签收了'))
+        self.assertTrue(self.events('这票上架了吗')[0]['login_required'])
+        self.login();cid=self.conversation()
+        self.events(self.order['inbound_code'],cid)
+        text=self.ask('这票已完成为什么还没上架',cid)
+        self.assertIn('已离开起运港',text)
+        self.assertIn('不等于收件人签收',text)
+        self.assertNotIn('已经到港',text)
+        text=self.ask('怎么三天都没更新',cid)
+        self.assertIn('2026-10-01',text);self.assertIn('原因无法',text)
+        text=self.ask('到了几箱？少了一箱',cid)
+        self.assertIn('登记总件数为2件',text);self.assertIn('没有逐箱签收明细',text)
+        text=self.ask('帮我催一下',cid)
+        self.assertIn('尚未提交',text)
+        self.assertIn('未找到',self.ask('QACOMMON20260099上架了吗'))
+        self.client.post('/api/customer/logout')
+        self.assertEqual(self.client.get('/api/get_messages',query_string={'conv_id':cid}).json,[])

tests/test_deployment.py

@@ -1,14 +1,19 @@
 """Exercise the server factory using disposable state/log paths and no model key."""
 
 import io
+import json
 import logging
 import os
 from pathlib import Path
+import shlex
 import tempfile
 import unittest
 from unittest.mock import patch
 
 from deploy import wsgi
+from logistics_chat import create_app
+from waitress.adjustments import Adjustments
+from waitress.proxy_headers import proxy_headers_middleware
 
 
 class DeploymentTests(unittest.TestCase):
@@ -29,6 +34,7 @@ class DeploymentTests(unittest.TestCase):
 
         self.addCleanup(close_handlers)
         client = app.test_client()
+        client.post('/api/visitor/session', json={'key':'1'*64})
         for path in ('/', '/admin/dashboard', '/api/tickets', '/api/my_orders?phone=123'):
             self.assertEqual(client.get(path).status_code, 200, path)
         self.assertEqual(client.post('/admin/login', json={'username': 'demo', 'password': 'test-password'}).status_code, 401)
@@ -43,5 +49,80 @@ class DeploymentTests(unittest.TestCase):
         self.assertEqual(app.config['HOST'], '127.0.0.1')
 
 
+class ProxyIdentityTests(unittest.TestCase):
+    def application(self, runtime):
+        root = Path(__file__).resolve().parents[1]
+        if runtime == 'docker':
+            command = next(line[4:] for line in (root/'Dockerfile').read_text(encoding='utf-8').splitlines()
+                           if line.startswith('CMD '))
+            args = json.loads(command)[3:]
+        else:
+            command = next(line[len('ExecStart='):] for line in
+                           (root/'deploy/baiyue-logistics-chat.service').read_text(encoding='utf-8').splitlines()
+                           if line.startswith('ExecStart='))
+            args = shlex.split(command)[3:]
+        options, _ = Adjustments.parse_args(args)
+        options.pop('call'); options.pop('help')
+        settings = Adjustments(**options)
+        folder = tempfile.TemporaryDirectory(); self.addCleanup(folder.cleanup)
+        data = Path(folder.name)
+        app = create_app({'TESTING':True,'DATABASE':data/'history.db','UPLOAD_DIR':data/'uploads',
+                          'BACKUP_DIR':data/'backups','LOG_DIR':data/'logs','RATE_LIMIT_PER_MIN':1000})
+        app.config['PROXY_TEST_PEER'] = '172.18.0.1' if runtime == 'docker' else '127.0.0.1'
+        app.wsgi_app = proxy_headers_middleware(app.wsgi_app, trusted_proxy=settings.trusted_proxy,
+            trusted_proxy_count=settings.trusted_proxy_count, trusted_proxy_headers=settings.trusted_proxy_headers)
+        return app
+
+    def clients(self, app):
+        clients = []
+        for address in ('198.51.100.10', '198.51.100.20'):
+            client = app.test_client()
+            client.environ_base['REMOTE_ADDR'] = app.config['PROXY_TEST_PEER']
+            client.environ_base['HTTP_X_FORWARDED_FOR'] = address
+            client.post('/api/visitor/session', json={'key':str(len(clients)+1)*64})
+            clients.append(client)
+        app.extensions['rate_hits'].clear()
+        return clients
+
+    def test_proxy_clients_do_not_share_request_rate_limits(self):
+        for runtime in ('docker', 'systemd'):
+            with self.subTest(runtime=runtime):
+                app = self.application(runtime)
+                a, b = self.clients(app)
+                app.config['RATE_LIMIT_PER_MIN'] = 2
+                self.assertEqual(a.get('/api/get_history').status_code, 200)
+                self.assertEqual(a.get('/api/get_history').status_code, 200)
+                self.assertEqual(a.get('/api/get_history').status_code, 429)
+                self.assertEqual(b.get('/api/get_history').status_code, 200)
+
+    def test_proxy_clients_do_not_share_failed_login_budgets(self):
+        for runtime in ('docker', 'systemd'):
+            with self.subTest(runtime=runtime):
+                app = self.application(runtime)
+                a, b = self.clients(app)
+                for _ in range(5):
+                    self.assertEqual(a.post('/api/customer/login',json={'username':'admin','password':'wrong'}).status_code,403)
+                self.assertEqual(a.post('/api/customer/login',json={'username':'admin','password':'123456'}).status_code,429)
+                self.assertTrue(b.post('/api/customer/login',json={'username':'admin','password':'123456'}).json.get('authenticated'))
+
+    def test_only_the_last_forwarded_address_is_used_and_other_proxy_claims_are_ignored(self):
+        from flask import request
+        for runtime in ('docker', 'systemd'):
+            with self.subTest(runtime=runtime):
+                app = self.application(runtime)
+                @app.get('/proxy-probe')
+                def probe():
+                    return {'ip':request.remote_addr,'host':request.host,'scheme':request.scheme}
+                response = app.test_client().get('/proxy-probe',base_url='https://chat.example.com',
+                    environ_overrides={'REMOTE_ADDR':app.config['PROXY_TEST_PEER']},headers={
+                        'X-Forwarded-For':'203.0.113.99, 198.51.100.10',
+                        'X-Forwarded-Host':'evil.example','X-Forwarded-Proto':'http'})
+                self.assertEqual(response.json,{'ip':'198.51.100.10','host':'chat.example.com','scheme':'https'})
+                if runtime == 'systemd':
+                    untrusted = app.test_client().get('/proxy-probe',environ_overrides={'REMOTE_ADDR':'203.0.113.1'},
+                        headers={'X-Forwarded-For':'198.51.100.10'})
+                    self.assertEqual(untrusted.json['ip'],'203.0.113.1')
+
+
 if __name__ == '__main__':
     unittest.main()

tests/test_dev_integration.py

@@ -0,0 +1,167 @@
+"""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
+
+
+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})
+
+    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()
+        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', 'tests/frontend/voice.test.cjs', 'tests/frontend/visitor.test.cjs', 'tests/frontend/drafts.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 +58,32 @@ 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)
+        self.assertIn('proxy_set_header X-Forwarded-For $remote_addr;',config)
+        self.assertNotIn('$proxy_add_x_forwarded_for',config)
+        compose=(Path(__file__).resolve().parents[1]/'deploy/compose.gray.yml').read_text(encoding='utf-8')
+        self.assertIn('"127.0.0.1:${HOST_PORT:?HOST_PORT is required}:5000"',compose)
+        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/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/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 +92,32 @@ 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()