以入仓码作为查货入口和轨迹卡片主号码

.env.example

@@ -5,6 +5,15 @@
 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=

AGENTS.md

@@ -9,6 +9,8 @@ Use `am.py` for CLI/WSGI, `logistics_chat/` for business code, and `static/css/`
 | 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 |
+| Chat drafts | `static/js/drafts.js`: `ChatDrafts.create`; `chat.js`: `flushDraft`, `restoreDraft`, startup recovery |
 | Knowledge | `logistics_chat/knowledge.py`: `knowledge_list`, `search_knowledge`; `docs/knowledge.md` |
 | Pricing | `logistics_chat/pricing.py`: `RATES`, `calc_freight`; `logistics_chat/rates_extra.py` |
 | Tracking | `logistics_chat/tracking.py`: `extract_tracking_no`, `build_track`, `CARD_PREFIX` |
@@ -54,7 +56,7 @@ 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`, `chat.test.cjs`, `voice.test.cjs`, and `visitor.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.
+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
 
@@ -62,4 +64,4 @@ 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`; business tables start empty. 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 their chat history, never customer orders; customer login/linking remains pending. Do not assign unowned legacy records to a new visitor.
+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.

README.md

@@ -8,7 +8,7 @@
 - **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
-- **订单查询**：按订单号、入仓码、Shipment ID 查询本地订单测试表；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
+- **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`
@@ -246,10 +246,16 @@ data: {"d": 1}
 
 ## 数据库与运行数据
 
-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。匿名聊天不读取订单表；客户登录及关联将在后续接入，届时查询必须使用服务端验证的客户范围。`ORDER_DATA_TENANT_ID` 只是额外限制，不能代替客户身份。
+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。
+
+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
@@ -258,13 +264,13 @@ data: {"d": 1}
 
 脚本默认保留已有记录，避免覆盖手工调整；确需覆盖时显式加 `--replace`。`order_no` 与 `tenant_id` 组成唯一键；`gross_weight_kg`、`volume_cbm`、`package_count` 是申报汇总，`history_json` 是形如 `[{"time":"2026-10-29 10:00","status":"SUBMITTED"}]` 的业务状态列表。子订单未提供独立货物数据时保持空值。快照、运行数据库和凭据不提交 Git。后续 MCP 接口开放后替换 `order_data.lookup_order` 的取数实现即可保留聊天契约。
 
-首次启动会自动创建 `chat_history`、`messages`、`feedback`、`human_sessions`、`human_messages`、`ratings`、`agents`、`orders`、`tickets` 和 `order_test_data` 十张表，并兼容已有数据，不预置账号或订单数据。本地入口使用根目录 `history.db`，Linux 部署工厂另存至专用数据目录。客服账号需由管理员在实际环境中配置。会话备注保存在 `human_sessions.note`；消息撤回事件通过 `human_messages.recalled_id` 指向原消息，轮询客户端按编号更新。订单卡片以 `__CARD__{json}` 形式保存，前端据此恢复展示。
+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。
+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
 
-- 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；旧历史中的模拟轨迹保留演示标识。
+- 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。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。

deploy/gray_config.py

@@ -119,7 +119,7 @@ server {{
         auth_basic off;
         proxy_pass http://127.0.0.1:{self.port};
     }}
-    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {{
+    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};
     }}

deploy/nginx.conf.example

@@ -47,7 +47,7 @@ server {
     location = / { auth_basic off; proxy_pass http://127.0.0.1:5000; }
     location ^~ /static/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
     location ^~ /uploads/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
-    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {
+    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://127.0.0.1:5000;
     }

docs/architecture.md

@@ -26,7 +26,7 @@ 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 |
-| 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，历史模拟轨迹标为演示数据 |
+| 卡片协议 | `logistics_chat/tracking.py`：`CARD_PREFIX`、`card_to_text`；旧 `extract_tracking_no`、`build_track` 仅兼容旧导入 | `static/js/chat.js`：`fillTrackCard`、`addTrackCard`；新订单卡片由 `order_data.py` 提供，历史卡片保留兼容渲染 |
 | 订单测试表 | `logistics_chat/order_data.py`：`init_order_table`、`import_records`、`lookup_order`、`answer_query` | SQLite `order_test_data` 为可编辑快照；按订单号、入仓码、Shipment ID 精确查表。将来 MCP 在取数层替换 `lookup_order`，不让模型拼 SQL |
 | AI 与 SSE | `logistics_chat/chat_service.py`：`create_chat_stream`、`sse`；`ai_client.py`：`post_completion`、`compress_answer`、`gen_followups` | `routes/chat.py`：`stream_chat`；客户端 `doSend`、`renderError`、`renderFollowups` |
 | 人工会话 | `logistics_chat/human_service.py`：`human_*`（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 |
@@ -87,7 +87,11 @@ 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。
 
@@ -107,7 +111,9 @@ tests/                        # 按业务模块组织的回归
 - SSE 字段为 `t`、`e`、`card`、`replace`、`suggest`、`d`；客户端兼容 LF/CRLF 和跨字节分段，收到 `d` 才算成功，意外 EOF 保留已收到正文并提供重试。上游缺少结束标记或因长度截断时保存中断状态；压缩、追问、流式 HTTP 响应都要关闭。首段等待 90 秒、整轮 120 秒；会话、历史及人工 JSON 请求 10 秒，上传 15 秒超时可恢复。
 - `chat_service.create_chat_stream` 的订单查询使用本地 `order_test_data`；忽略附件路径、重量、日期和三维尺寸，保留标识中的后缀，不再调用 `build_track` 生成模拟轨迹。旧模拟函数仅兼容旧导入，不进入聊天查询路径。未知单号、多条匹配和查表失败明确说明，禁止回退模型编造状态。
 - `CARD_PREFIX` 新增 `kind=order`：仅包含白名单概要、申报货物汇总和订单业务状态历史，不包含姓名、地址、内部备注或操作人。`order_tracking.py` 从 `order_test_data.tracking_json` 的已关联事实生成物流轨迹；存在有效事实时设置 `node_kind=logistics`，`nodes` 仅存实际节点，`estimated_nodes` 单独展示预计节点，`tracking_status` 只按实际节点序号推进。相同货柜/节点按最新观测修正时间，预计事实不覆盖实际事实；多柜独立展示。缺失的节点、地点和签收事实不得补造，提柜、还柜不等于签收。子单不继承父单重量或轨迹；COMPLETED 只表示头程订单完成。没有物流事实时继续展示业务状态历史。页面和模型上下文不附加测试副本声明或导入时间。订单及物流追问只在同一 `conv_id` 内复用最近单号，并重新查表取得修改后的值；新报价或其他话题不会沿用旧订单。
-- 订单表不提供管理页面或对外增删改接口；表数据在运行时 SQLite 内维护，导入脚本默认保留已有记录，只有显式 `--replace` 覆盖。客户身份尚未接入，匿名 HTTP 查单在读取订单前返回账号关联提示；`g.customer_tenant_id` 只允许后续可信认证适配器设置，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。
+- 订单表不提供管理页面或对外增删改接口；表数据在运行时 SQLite 内维护，导入脚本默认保留已有记录，只有显式 `--replace` 覆盖。匿名 HTTP 查单在读取订单前返回登录引导；`g.customer_tenant_id` 由可信客户认证适配器设置，不接受访客 key、请求参数或客户自报 Header。客户范围非空时必须传给 `lookup_order`，并与 `ORDER_DATA_TENANT_ID` 的额外限制取交集。源库连接凭据和快照在仓库外，业务库只读，不随服务查询访问源库。
+- 客户认证使用独立 `customer_users`、`customer_tenant_grants` 与 `customer_sessions` 表，由 `customer_service.attach_customer` 在访客恢复之后验证并设置 `g.customer`、单客户 `g.customer_tenant_id` 或多客户 `g.customer_tenant_ids`；只保存密码哈希与登录 token 哈希。默认账号首次关联当前本地订单的客户范围，之后不自动扩大，普通账号仍按明确关联过滤；`lookup_order` 的单客户参数及多客户白名单都与环境限制取交集。会话的 `customer_scope` 保存范围指纹。登录 Cookie 为 HttpOnly、SameSite=Lax，在 HTTPS 上为 Secure，绑定当前访客并在 8 小时后失效；退出、账号停用、密码或客户范围改变使旧会话失效。默认客户账号不赋予客服后台权限。
+- 匿名查单返回 SSE `login_required` 与正文，客户页提供登录按钮；`customer.js` 登录成功后仅在原会话版本未变化时继续原问题，保留期间输入的新草稿。侧栏可独立登录/退出，登录状态在窗口恢复焦点时刷新。首次返回订单卡片时，会话绑定客户 ID 和客户范围；历史、人工会话及后续生成同时校验访客、客户和范围。退出后清除当前可见订单内容，重新登录同一身份可恢复；匿名清空历史不删除被登录保护的会话。
 - 节点导出：`scripts/export_order_tracking.py --database-env <显式环境文件> --orders-snapshot <私有订单快照> --output <新私有节点快照>`。仅需离线导出时安装可选 `PyMySQL`；脚本开启源库只读事务，只查询快照订单直接关联的入库完成、已冻结装柜和标准船节点，按客户与源订单 ID 同时匹配。随后运行 `scripts/import_order_test_data.py --snapshot <节点快照> --db <运行数据库> --tracking-only`；只更新已有订单的 `tracking_json`，校验源 ID，不改订单字段，默认保留已有轨迹。`--replace` 才覆盖手工轨迹。快照不随 Git 发布；将来 MCP 接入仍返回同一事实结构，无需改变卡片协议。
 - 历史卡片以 `__CARD__{json}` 保存；原 SQLite 表、字段、角色值和历史记录继续可读。历史正文和卡片使用存库时间，卡片恢复复制操作。切换话题或历史时取消旧流和待上传附件；等待建会话期间的新草稿不能被旧发送清空。历史刷新失败保留已有列表；删除或清空成功后先同步本地列表，并使先前的刷新失效，刷新失败或迟到均不恢复已删除记录。删除会话同步移除其人工会话及消息，迟到的模型写入不能生成孤立消息。
 - 人工申请使用 `conv_id`，返回 `session_id`，后续用 `sid`。状态为 `waiting/active/closed`，消息方向为 `customer/agent/system`。转接将 active 改为 waiting，列表只允许主动接入。备注保存在 `human_sessions.note`；撤回将原客服消息改为系统提示并追加带 `recalled_id` 的系统事件，轮询按原消息编号更新，重复撤回不追加事件。

logistics_chat/__init__.py

@@ -5,11 +5,12 @@ 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, visitor_service
+    from . import customer_service, db, file_service, hooks, visitor_service
     from .routes import register_routes
     from .routes.speech import MemoryAudioRequest
 
@@ -21,8 +22,11 @@ def create_app(config=None):
         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/business_service.py

@@ -8,8 +8,17 @@ 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}
@@ -19,8 +28,8 @@ def admin_stats():
     conn = connect()
     total_conv = conn.execute('SELECT COUNT(*) FROM chat_history').fetchone()[0]
     total_msg = conn.execute('SELECT COUNT(*) FROM messages').fetchone()[0]
-    good = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=1').fetchone()[0]
-    bad = conn.execute('SELECT COUNT(*) FROM feedback WHERE vote=-1').fetchone()[0]
+    good = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('1', 'up')").fetchone()[0]
+    bad = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('-1', 'down')").fetchone()[0]
     today = datetime.now().strftime('%Y-%m-%d')
     today_conv = conn.execute('SELECT COUNT(*) FROM chat_history WHERE date(ctime)=date(?)', (today,)).fetchone()[0]
     rating_avg, rating_count = conn.execute('SELECT COALESCE(AVG(stars), 0), COUNT(*) FROM ratings').fetchone()
@@ -39,8 +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}

logistics_chat/chat_service.py

@@ -85,6 +85,9 @@ def create_chat_stream(msg, conv_id):
     if conv_id:
         from .visitor_service import owns_conversation
         if not owns_conversation(conv_id):
+            from .customer_service import needs_customer_login, order_login_response
+            if needs_customer_login(conv_id):
+                return (sse(order_login_response()) + sse({'d':1}), {})
             return (sse({'e':'该会话已删除，请新建对话后重试。'}), {})
     order_answer = answer_query(msg, conv_id)
     if order_answer is None and re.fullmatch(r'\[图片\]/uploads/\S+', msg):
@@ -102,6 +105,11 @@ def create_chat_stream(msg, conv_id):
     if order_answer is not None:
 
         def track_stream():
+            if 'card' in order_answer:
+                from .customer_service import bind_order_conversation, current_customer_id
+                if current_customer_id() and not bind_order_conversation(conv_id):
+                    yield sse({'e':'该会话暂时无法访问，请新建对话后重试。','d':1})
+                    return
             save_message(conv_id, 'user', msg)
             content = (CARD_PREFIX + json.dumps(order_answer['card'], ensure_ascii=False)
                        if 'card' in order_answer else order_answer['t'])

logistics_chat/config.py

@@ -29,6 +29,12 @@ def default_config():
                        '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_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

@@ -52,6 +52,17 @@ def init_db():
         cur.execute('UPDATE chat_history SET utime = ctime WHERE utime IS NULL')
     if 'visitor_id' not in cols:
         cur.execute('ALTER TABLE chat_history ADD COLUMN visitor_id TEXT')
+    if 'customer_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_id INTEGER')
+    if 'customer_scope' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_scope TEXT')
+        if 'customer_tenant_id' in cols:
+            # Preserve conversations created by the earlier local single-tenant login.
+            import hashlib
+            import json
+            for cid, tenant in cur.execute('SELECT id,customer_tenant_id FROM chat_history WHERE customer_id IS NOT NULL').fetchall():
+                scope = hashlib.sha256(json.dumps([tenant],ensure_ascii=False).encode()).hexdigest() if tenant else None
+                cur.execute('UPDATE chat_history SET customer_scope=? WHERE id=?',(scope,cid))
     cur.execute('CREATE INDEX IF NOT EXISTS idx_chat_visitor ON chat_history(visitor_id, id)')
     cur.execute('''CREATE TABLE IF NOT EXISTS visitor_uploads (
         filename TEXT PRIMARY KEY, visitor_id TEXT NOT NULL, ctime TEXT NOT NULL
@@ -136,6 +147,8 @@ def init_db():
     ''')
     from .order_data import init_order_table
     init_order_table(conn)
+    from .customer_service import init_customer_tables
+    init_customer_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()))

logistics_chat/file_service.py

@@ -2,21 +2,35 @@
 
 import os
 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)

logistics_chat/history_service.py

@@ -2,9 +2,10 @@
 
 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。订单查询将在客户账号登录并关联后开放。'
+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():
@@ -24,7 +25,8 @@ def new_chat():
 def get_history():
     conn = connect()
     rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history WHERE visitor_id=? '
-                        'ORDER BY COALESCE(utime, ctime) DESC, id DESC', (visitor_id(),)).fetchall()
+                        '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]
 
@@ -57,12 +59,13 @@ def clear_all():
     conn = connect()
     cur = conn.cursor()
     owner = visitor_id()
-    owned = 'SELECT id FROM chat_history WHERE visitor_id=?'
+    owned = 'SELECT id FROM chat_history WHERE visitor_id=? AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?))'
+    scope = (owner,current_customer_id(),current_scope_key())
     cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions '
-                'WHERE conv_id IN ('+owned+'))', (owner,))
-    cur.execute('DELETE FROM human_sessions WHERE conv_id IN ('+owned+')', (owner,))
-    cur.execute('DELETE FROM messages WHERE conv_id IN ('+owned+')', (owner,))
-    cur.execute('DELETE FROM chat_history WHERE visitor_id=?', (owner,))
+                '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/human_service.py

@@ -1,18 +1,21 @@
 """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)
-    if not 8 <= datetime.now().hour < 22:
-        return {'ok': False, 'closed': True, 'msg': '人工客服工作时间为每天8:00-22:00，当前为非工作时间，请留言'}
-    now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+    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():

logistics_chat/knowledge.py

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

logistics_chat/order_data.py

@@ -7,7 +7,8 @@ from datetime import datetime
 
 from .config import get_setting
 from .order_tracking import build_tracking
-from .visitor_service import customer_tenant_id
+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',
@@ -17,13 +18,12 @@ FIELDS = ('source_order_id', 'tenant_id', 'order_no', 'inbound_code', 'shipment_
 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', 'shipment':'Shipment ID', 'country':'目的国',
+FIELD_LABELS = {'inbound':'入仓码', 'number':'订单号', 'shipment':'Shipment ID', 'country':'目的国',
                 'warehouse':'目的仓', 'transport':'运输方式', 'packages':'件数',
                 'weight':'申报毛重', 'volume':'申报体积', 'role':'订单层级',
                 'parent':'父订单号', 'updated':'来源更新时间'}
 IDENTIFIER = re.compile(r'(?<![A-Za-z0-9_-])[A-Za-z0-9][A-Za-z0-9_-]{5,63}(?![A-Za-z0-9_-])')
 ORDER_DETAIL = r'状态|进度|轨迹|到哪|开船|到港|清关|提柜|还柜|签收|预计|什么时候|何时|多久|重量|毛重|体积|件数|箱数|目的地|目的国|目的仓|仓库|父订单|运费|费用|价格|几件|几箱|公斤|千克|多少钱'
-ORDER_LOGIN_TEXT = '订单查询将在客户账号登录并关联后开放。您可以先咨询运费、时效，或联系人工客服。'
 
 
 class OrderDataUnavailable(Exception):
@@ -112,7 +112,7 @@ def import_tracking_records(connection, records, replace=False):
     return {'imported': imported, 'preserved': preserved, 'missing': missing}
 
 
-def lookup_order(reference, tenant_id=None):
+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
 
@@ -122,13 +122,25 @@ def lookup_order(reference, tenant_id=None):
         query = 'SELECT * FROM order_test_data WHERE (order_no=? OR inbound_code=? OR shipment_id=?)'
         values = [reference] * 3
         tenant = get_setting('ORDER_DATA_TENANT_ID')
-        if tenant_id is not None:
+        if tenant_ids is not None:
+            if not isinstance(tenant_ids,(tuple,list,set)) or not 0 < len(tenant_ids) <= 256:
+                return []
+            allowed = {value for value in tenant_ids if isinstance(value,str) and 0 < len(value.strip()) <= 128}
+            if tenant_id is not None:
+                allowed.intersection_update({str(tenant_id)})
+            if tenant:
+                allowed.intersection_update({str(tenant)})
+            if not allowed:
+                return []
+            query += ' AND tenant_id IN (' + ','.join('?' for _ in allowed) + ')'
+            values.extend(sorted(allowed))
+        elif tenant_id is not None:
             if not str(tenant_id).strip():
                 return []
             if tenant and str(tenant_id) != str(tenant):
                 return []
             tenant = str(tenant_id)
-        if tenant:
+        if tenant and tenant_ids is None:
             query += ' AND tenant_id=?'
             values.append(str(tenant))
         return [dict(row) for row in connection.execute(query+' ORDER BY id LIMIT 2', values)]
@@ -164,6 +176,8 @@ def build_card(row):
     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'])
@@ -183,8 +197,9 @@ def build_card(row):
              for event in history[-50:] if isinstance(event, dict)] if isinstance(history, list) else []
     nodes.reverse()
     status = STATUS_LABELS.get(row['status'], row['status'])
-    summary = f"订单号 {row['order_no']}，业务状态：{status}。"
-    summary += '；'.join(FIELD_LABELS[item['key']]+'：'+item['value'] for item in fields)
+    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'))
@@ -218,11 +233,11 @@ def is_order_followup(message):
 
 def answer_query(message, conv_id):
     references = extract_reference(message)
-    tenant = customer_tenant_id()
-    if references and tenant is None:
-        return {'t': ORDER_LOGIN_TEXT}
+    tenants = customer_tenant_ids()
+    if references and not tenants:
+        return order_login_response()
     if len(references) > 1:
-        return {'t':'请一次提供一个订单号、入仓码或 Shipment ID，避免查错订单。'}
+        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
@@ -248,19 +263,23 @@ def answer_query(message, conv_id):
                 except (ValueError, KeyError, TypeError):
                     pass
     if not reference:
-        if re.search(r'查.*(?:订单|运单|物流轨迹)|订单状态|物流轨迹|shipment\s*id|(?:列出|搜索|所有|全部|多少).*(?:订单|入仓)|订单.*(?:多少|列表)', message, re.I):
-            return {'t':ORDER_LOGIN_TEXT if tenant is None else '请提供订单号、入仓码或 Shipment ID。'}
+        if re.search(r'(?:查|搜|看|找).*(?:订单|运单|物流轨迹|入仓码|入仓号)|(?:入仓码|入仓号).*(?:查|轨迹|状态)|订单状态|物流轨迹|shipment\s*id|'
+                     r'(?:列出|搜索|所有|全部|多少|我的).*(?:订单|运单|入仓)|(?:订单|运单).*(?:多少|列表|查询|在哪|到哪|进度)|'
+                     r'^\s*(?:查单|查询|查一下|帮我查一下)[。？！?!\s]*$|'
+                     r'\b(?:my|find|lookup|track)\s+(?:orders?|shipments?)\b|\b(?:order|shipment)\s+(?:status|tracking|lookup)\b|'
+                     r'\b(?:track|lookup|find|search)\b.*\binbound\b|\binbound\s+(?:code|number)\s+(?:lookup|tracking|status)\b', message, re.I):
+            return order_login_response() if not tenants else {'t':'请提供入仓码查询订单和物流轨迹。'}
         return None
-    if tenant is None:
-        return {'t': ORDER_LOGIN_TEXT}
+    if not tenants:
+        return order_login_response()
     try:
-        matches = lookup_order(reference, tenant_id=tenant)
+        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。请核对订单号、入仓码或 Shipment ID，或联系人工客服。'}
+        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，请提供该订单唯一的订单号或入仓码。'}
+        return {'t':'该标识匹配到多个订单，请提供完整入仓码或联系人工客服确认。'}
     if re.search(r'运费|费用|多少钱|价格', message):
         return {'t':'该订单未记录实际运费，请联系人工客服核实。'}
     return {'card': build_card(matches[0])}

logistics_chat/routes/__init__.py

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

logistics_chat/routes/business.py

@@ -13,7 +13,7 @@ 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')

logistics_chat/routes/chat.py

@@ -45,4 +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, abort, request, send_from_directory
+from flask import Blueprint, render_template, request, send_from_directory
+from werkzeug.exceptions import NotFound
 
 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)
@@ -15,14 +20,20 @@ def upload_file():
 @bp.route('/uploads/<path:name>')
 def uploaded_file(name):
     if not visitor_service.owns_upload(name):
-        abort(404)
-    response = send_from_directory(get_setting('UPLOAD_DIR'), 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):
-    response = send_from_directory(get_setting('UPLOAD_DIR'), 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/visitor_service.py

@@ -15,6 +15,7 @@ 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',
 }
 
 
@@ -27,7 +28,7 @@ def visitor_id():
 
 
 def customer_tenant_id():
-    # Future login adapters may set this only after validating a customer session.
+    # 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)):
@@ -36,6 +37,19 @@ def customer_tenant_id():
     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
@@ -65,25 +79,30 @@ def start_session(data):
 
 
 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=?',
-                                       (conv_id, owner)).fetchone())
+        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=?', (sid, owner)).fetchone())
+                                       '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()
 

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 +42,20 @@ 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 { margin-top: 12px; color: var(--danger); font-size: 14px; }
+.customer-login-actions { display: flex; gap: 10px; justify-content: flex-end; margin-top: 22px; }
+.customer-login-actions button { min-height: 44px; min-width: 76px; padding: 8px 16px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); }
+#customer-submit { border-color: var(--brand); background: var(--brand); color: white; }
 .left-panel-hide { width: 0 !important; padding-left: 0 !important; padding-right: 0 !important; visibility: hidden; border: 0; }
-.main-chat { flex: 1; min-width: 0; display: flex; flex-direction: column; position: relative; overflow: hidden; }
+.main-chat { flex: 1; min-width: 0; min-height: 0; display: flex; flex-direction: column; position: relative; overflow: hidden; }
 .chat-title { flex-shrink: 0; min-height: 75px; padding: 16px 26px; display: flex; align-items: center; gap: 13px; border-bottom: 1px solid var(--border); background: var(--surface); z-index: 31; }
 .header-copy { min-width: 0; flex: 1; }
 .header-kicker { font-size: 10px; color: var(--muted); letter-spacing: .06em; margin-bottom: 3px; }
@@ -64,7 +75,6 @@ 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 +82,6 @@ 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; }
@@ -86,8 +95,8 @@ 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: flex-start; }
-.composer-toolbar .hot-bar { flex: 1; min-width: 0; }
+.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; }
@@ -97,7 +106,6 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .hot-bar { display: flex; flex-wrap: wrap; align-items: center; gap: 7px; margin-bottom: 10px; }
 .human-session { display: flex; align-items: center; justify-content: space-between; gap: 12px; padding: 10px 12px; margin-bottom: 10px; border: 1px solid var(--border); border-radius: 8px; background: var(--brand-soft); color: var(--secondary); font-size: 12px; }
 .human-session button { flex-shrink: 0; padding: 6px 9px; border: 1px solid var(--border); border-radius: 6px; background: var(--surface); color: var(--brand-text); font-size: 12px; }
-.hot-bar-label { font-size: 10px; color: var(--muted); margin-right: 3px; }
 .hot-bar .hot-capsule { border: 0; padding: 4px 8px; background: var(--surface-soft); font-size: 10px; }
 .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); }
@@ -110,12 +118,10 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
 .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; }
@@ -132,6 +138,8 @@ 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; }
@@ -159,7 +167,6 @@ 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-notice { margin: 12px 0; padding: 10px; border-radius: 7px; background: var(--brand-soft); color: var(--secondary); font-size: 12px; line-height: 1.8; }
 .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; }
@@ -177,7 +184,6 @@ 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; }
@@ -189,7 +195,6 @@ 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; }
@@ -202,23 +207,35 @@ body { padding: 20px; height: 100dvh; overflow: hidden; }
     .composer { width: calc(100% - 50px); }
     .service-label { display: none; }
     .suggest-item { padding: 13px; gap: 10px; }
-    .suggest-copy small { font-size: 11px; }
 }
 @media (max-width: 900px) {
-    body { padding: 0; }
-    .chat-container { border: 0; border-radius: 0; height: 100dvh; }
-    .left-panel { position: absolute; left: 0; top: 72px; bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
+    body { padding: 0; position: fixed; inset: 0; width: 100%; overscroll-behavior: none; }
+    .chat-container { --chat-header-height: 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: calc(var(--chat-header-height) + env(safe-area-inset-top)); bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
     .left-panel .brand { display: none; }
     .side-closed .left-panel { transform: translateX(-105%); visibility: hidden; pointer-events: none; }
-    .chat-container:not(.side-closed) .sidebar-backdrop { display: block; position: absolute; inset: 72px 0 0; border: 0; z-index: 20; background: rgba(16, 30, 52, .25); }
+    .chat-container:not(.side-closed) .sidebar-backdrop { display: block; position: absolute; inset: calc(var(--chat-header-height) + env(safe-area-inset-top)) 0 0; border: 0; z-index: 20; background: rgba(16, 30, 52, .25); }
     .main-chat { width: 100%; }
-    .chat-title { min-height: 72px; height: 72px; padding: 13px 18px; gap: 11px; }
-    #chatDom { padding: 24px 20px 15px; }
+    .chat-title { min-height: var(--chat-header-height); height: var(--chat-header-height); padding: 13px 18px; gap: 11px; }
+    #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; }
+    .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); }
@@ -234,12 +251,10 @@ 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; }
@@ -247,18 +262,13 @@ 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-label { display: none; }
-    .hot-bar .hot-capsule { white-space: nowrap; flex-shrink: 0; min-height: 32px; padding: 6px 9px; font-size: 11px; }
+    .hot-bar { flex-wrap: nowrap; overflow-x: auto; scrollbar-width: none; gap: 5px; }
+    .hot-bar .hot-capsule { white-space: nowrap; flex-shrink: 0; padding: 6px 9px; font-size: 11px; }
     .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; }

static/css/theme.css

@@ -81,6 +81,7 @@ svg { display: block; 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; }

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){

static/js/chat.js

@@ -6,12 +6,41 @@ const sendBtn = document.getElementById("send-button");
 const uploadBtn = document.getElementById("upload-btn");
 const uploadInput = document.getElementById("upload-input");
 const composerStatus = document.getElementById("composer-status");
+const drafts = ChatDrafts.create({scope:VisitorSession.localKey(),storage:()=>localStorage,tabStorage:()=>sessionStorage});
+let draftTimer = null;
+let draftSnapshot = null;
+function flushDraft(){
+    if(draftTimer !== null){ clearTimeout(draftTimer); draftTimer = null; }
+    const saved = drafts.write(currentConvId, inputDom.value);
+    drafts.active(currentConvId);
+    if(!saved && inputDom.value && !composerStatus.classList.contains('is-error')) setComposerStatus(t('draftSaveFailed'), true);
+    else if(saved && composerStatus.textContent === t('draftSaveFailed')) setComposerStatus('');
+}
+function restoreDraft(){
+    inputDom.value = drafts.read(currentConvId);
+    draftSnapshot = String(currentConvId) + '\n' + inputDom.value;
+    drafts.active(currentConvId);
+    autoGrow();
+}
+function queueDraft(){
+    const snapshot = String(currentConvId) + '\n' + inputDom.value;
+    if(snapshot === draftSnapshot) return;
+    draftSnapshot = snapshot;
+    if(draftTimer !== null) clearTimeout(draftTimer);
+    draftTimer = setTimeout(flushDraft, 250);
+}
+function focusComposer(force){
+    if(force || !isNarrow() || document.activeElement === inputDom){
+        inputDom.focus({preventScroll:true});
+    }
+}
 let uploadPending = false;
 let uploadVersion = 0;
 let uploadController = null;
 let historyRequestVersion = 0;
 let followLatest = true;
 let voiceInput = null;
+let customerLogin = null;
 let creatingConv = null;
 let sendPreparing = false;
 let conversationVersion = 0;
@@ -23,7 +52,8 @@ let humanPollTimer = null;
 let humanSendingToken = null;
 let humanClosing = false;
 window.humanSid = 0;
-SupportUI.initEmoji(document.getElementById('emoji-toggle'), document.getElementById('emoji-panel'), inputDom, function(){ autoGrow(); });
+const emojiPicker = SupportUI.initEmoji(document.getElementById('emoji-toggle'), document.getElementById('emoji-panel'), inputDom, function(){ autoGrow(); });
+SupportUI.initAttachments(chatDom, ()=>t('attachmentUnavailable'));
 document.getElementById('notifications-toggle').onclick = function(){ SupportUI.enableNotifications(this); };
 
 function setComposerStatus(message, isError){
@@ -113,20 +143,18 @@ uploadInput.onchange = function(){
             copy.className = "attachment-copy";
             const name = document.createElement("strong");
             name.textContent = data.name;
-            const hint = document.createElement("small");
-            hint.textContent = t("attachmentReady");
-            copy.append(name, hint);
+            copy.append(name);
             const remove = document.createElement("button");
             remove.type = "button";
             remove.className = "attachment-remove";
             remove.textContent = "×";
             remove.setAttribute("aria-label", t("removeAttachment"));
-            remove.onclick = function(){ clearAttachment(); inputDom.focus(); };
+            remove.onclick = function(){ clearAttachment(); focusComposer(true); };
             prev.append(copy, remove);
             var area = document.querySelector(".input-area");
             area.before(prev);
             setComposerStatus("");
-            inputDom.focus();
+            focusComposer();
         }
     })
     .catch(function(error){
@@ -200,6 +228,11 @@ window.__busy = false;   // 生成中状态，用 window 属性避免作用域
 const I18N = {
     zh: {
         appTitle: "柏悦物流智能助手",
+        customerLogin: "登录", customerLogout: "退出登录", customerCancel: "取消",
+        customerUsername: "账号", customerPassword: "密码", customerQuery: "登录查询",
+        customerUsernamePlaceholder: "请输入账号", customerPasswordPlaceholder: "请输入密码",
+        customerSigningIn: "登录中…", customerLoginFailed: "登录失败，请稍后重试。",
+        customerLogoutFailed: "退出失败，请重试。",
         newChat: "新建对话",
         clearAll: "清空全部历史",
         history: "历史对话",
@@ -211,8 +244,8 @@ const I18N = {
         thinking: "正在思考中...",
         busyRetry: "服务繁忙，请稍后重试",
         sessionFail: "会话创建失败，请确认服务已启动",
-        autoWelcome: "您好！欢迎咨询柏悦物流智能客服，可以咨询运费、时效或联系人工客服。订单查询将在客户账号登录并关联后开放。",
-        humanHours: "人工客服工作时间：每天 8:00-22:00。当前为非工作时间，请留言，工作时间会尽快回复您。",
+        autoWelcome: "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。",
+        humanHours: "人工客服工作时间：每天北京时间 8:00-22:00。当前为非工作时间，请留言，工作时间会尽快回复您。",
         offlinePrompt: "请输入您的留言：",
         offlineSaved: "留言已提交，工作时间（8:00-22:00）会尽快回复您。",
         humanClosed: "人工客服已结束，您可以继续向 AI 提问。",
@@ -221,13 +254,15 @@ const I18N = {
         humanWaiting: "正在排队，消息将由人工客服接入后回复。您也可以返回 AI 继续咨询。",
         humanActive: "人工客服接待中，消息将发送给人工客服。",
         returnAI: "返回 AI 问答",
-        humanSent: "已发送给人工客服",
         humanSending: "正在发送给人工客服…",
         humanSendFailed: "消息未发送成功，内容已保留，请重试。",
         humanConnectFailed: "人工客服连接失败，请稍后重试。",
         humanPollFailed: "人工客服连接中断，正在重试。您可以返回 AI 继续咨询。",
         humanReturnFailed: "暂时无法结束人工会话，请重试。",
         historyLoading: "正在加载这段会话，请稍候…",
+        historyLoadFailed: "会话未加载成功，请重新选择该会话重试，或新建对话。",
+        draftSaveFailed: "草稿暂时无法保存到当前浏览器，刷新前请保留输入内容。",
+        attachmentUnavailable: "图片暂时无法访问，请重新发送附件。",
         recalled: "该消息已撤回",
         ratingQuestion: "本次服务满意吗？",
         ratingThanks: "感谢您的评价！",
@@ -235,27 +270,25 @@ const I18N = {
         networkFail: "网络连接中断，请检查网络后重试",
         stopped: "已停止生成",
         stoppedMark: "（已停止生成）",
-        inputPh: "请输入问题、订单号或入仓码…（Enter 发送，Shift+Enter 换行）",
+        inputPh: "输入入仓码或问题…",
         send: "发送",
         stop: "停止",
         copy: "复制",
         copied: "已复制",
+        copyFailed: "复制失败",
+        voteUp: "这条回复有帮助",
+        voteDown: "这条回复没有帮助",
         retry: "重答",
         retryAIOnly: "请先返回 AI 问答，再重答这条消息。",
         clickRetry: "点击重试",
         welcomeTitle: "物流问题，随时为您解答",
-        welcomeSub: "咨询运费、时效或联系人工客服。订单查询需关联客户账号。",
         welcomeEyebrow: "中欧 · 英国物流服务",
-        serviceScope: "中欧与英国专线咨询",
         serviceTag: "物流咨询服务",
-        quickLabel: "快捷咨询",
-        footerTrack: "查订单",
+        footerTrack: "查入仓码",
         footerQuote: "专线报价",
         footerException: "异常处理",
         footerHuman: "联系人工",
-        disclaimer: "报价与时效仅供参考，请以客服最终确认为准",
-        keyboardHint: "Enter 发送 · Shift + Enter 换行",
-        inputShort: "输入问题、订单号或入仓码…",
+        inputShort: "输入入仓码…",
         uploading: "附件正在上传，请稍候…",
         uploadFailed: "附件上传失败，请重新选择文件",
         serviceUnavailable: "服务暂时不可用，请稍后重试，或联系人工客服。",
@@ -271,7 +304,6 @@ const I18N = {
         voiceEmpty: "没有识别到文字，请靠近麦克风重试。", voiceFailed: "语音输入失败，请重试或使用文字输入。",
         voiceTimeout: "语音处理超时，请重试。", voiceWait: "请等待当前操作完成后，再使用语音输入。",
         voiceDraft: "输入框还有未发送内容，请先发送或清空后再使用语音。",
-        attachmentReady: "已准备好，发送后将附在消息中",
         removeAttachment: "移除待发送附件",
         you: "您",
         assistant: "柏悦物流助手",
@@ -285,15 +317,12 @@ const I18N = {
         logisticsHistory: "物流轨迹",
         noLogisticsHistory: "暂无已发生的物流节点",
         estimatedTracking: "预计节点",
-        legacyTrackingNotice: "历史模拟轨迹，仅供演示，不代表真实订单。",
-        order_inbound: "入仓码", order_shipment: "Shipment ID", order_country: "目的国",
+        order_inbound: "入仓码", order_number: "订单号", order_shipment: "Shipment ID", order_country: "目的国",
         order_warehouse: "目的仓", order_transport: "运输方式", order_packages: "件数",
         order_weight: "申报毛重", order_volume: "申报体积", order_role: "订单层级",
         order_parent: "父订单号", order_updated: "来源更新时间",
         moreTracking: "展开全部轨迹",
         lessTracking: "收起较早轨迹",
-        quickSubs: ["关联客户账号后查询订单与轨迹", "了解线路、费用与预计时效", "咨询延误、签收或理赔问题", "进一步沟通您的物流需求"],
-        welcomeTip: "您可以直接输入问题，也可以点击下面选项快速提问。",
         hot: "热点问题",
         recent: "最近对话记录",
         sideCollapse: "收起侧栏",
@@ -302,7 +331,7 @@ const I18N = {
         langTip: "中英文切换（Ctrl+L）",
         toBottom: "回到底部",
         quick: [
-            "查询订单状态", "欧洲海运专线报价", "包裹异常处理", "转接人工客服"
+            "按入仓码查轨迹", "欧洲海运专线报价", "包裹异常处理", "转接人工客服"
         ],
         hotList: [
             "如何查询物流轨迹？", "欧洲海运时效是多久？", "包裹显示异常签收怎么办？", "如何申请理赔？"
@@ -310,6 +339,11 @@ const I18N = {
     },
     en: {
         appTitle: "Baiyue Logistics AI Assistant",
+        customerLogin: "Sign in", customerLogout: "Sign out", customerCancel: "Cancel",
+        customerUsername: "Username", customerPassword: "Password", customerQuery: "Sign in to view orders",
+        customerUsernamePlaceholder: "Enter username", customerPasswordPlaceholder: "Enter password",
+        customerSigningIn: "Signing in…", customerLoginFailed: "Could not sign in. Please try again.",
+        customerLogoutFailed: "Could not sign out. Please try again.",
         newChat: "New Chat",
         clearAll: "Clear All History",
         history: "History",
@@ -321,8 +355,8 @@ const I18N = {
         thinking: "Thinking...",
         busyRetry: "Service busy, please try again later",
         sessionFail: "Failed to create session, please check the service is running",
-        autoWelcome: "Welcome to Baiyue Logistics. Ask about rates, transit times or human support. Order lookup will be available after signing in and linking a customer account.",
-        humanHours: "Our team is available daily, 08:00–22:00. Please leave a message and we will reply during service hours.",
+        autoWelcome: "Welcome to Baiyue Logistics. Ask about rates, transit times or human support.",
+        humanHours: "Our team is available daily, 08:00–22:00 China Standard Time (UTC+8). Please leave a message and we will reply during service hours.",
         offlinePrompt: "Please leave your message:",
         offlineSaved: "Message submitted. Our team will reply during service hours (08:00–22:00).",
         humanClosed: "This support session has ended. You can continue chatting with the AI assistant.",
@@ -331,13 +365,15 @@ const I18N = {
         humanWaiting: "You are in the queue. A team member will reply after joining, or you can return to AI chat.",
         humanActive: "You are chatting with our support team. Messages will be sent to a team member.",
         returnAI: "Return to AI chat",
-        humanSent: "Sent to our support team",
         humanSending: "Sending to our support team…",
         humanSendFailed: "Message not sent. Your text has been kept. Please retry.",
         humanConnectFailed: "Could not connect to our support team. Please try again.",
         humanPollFailed: "Support connection lost. Retrying, or you can return to AI chat.",
         humanReturnFailed: "Could not end the support session. Please try again.",
         historyLoading: "Loading this conversation. Please wait…",
+        historyLoadFailed: "Conversation could not load. Select it again to retry, or start a new chat.",
+        draftSaveFailed: "Your browser could not save this draft. Keep a copy before refreshing.",
+        attachmentUnavailable: "Image unavailable. Please upload the attachment again.",
         recalled: "This message was recalled",
         ratingQuestion: "How was your support experience?",
         ratingThanks: "Thank you for your feedback!",
@@ -345,27 +381,25 @@ const I18N = {
         networkFail: "Connection lost, please check your network and retry",
         stopped: "Stopped",
         stoppedMark: "(Generation stopped)",
-        inputPh: "Ask a question or enter a tracking number... (Enter to send, Shift+Enter for newline)",
+        inputPh: "Enter an inbound code or question…",
         send: "Send",
         stop: "Stop",
         copy: "Copy",
         copied: "Copied",
+        copyFailed: "Copy failed",
+        voteUp: "This reply was helpful",
+        voteDown: "This reply was not helpful",
         retry: "Regenerate",
         retryAIOnly: "Return to AI chat before regenerating this answer.",
         clickRetry: "Retry",
         welcomeTitle: "Your next shipment, made clearer.",
-        welcomeSub: "Ask about rates, transit times or human support. Order lookup requires a linked customer account.",
         welcomeEyebrow: "EUROPE & UK LOGISTICS",
-        serviceScope: "Europe & UK freight support",
         serviceTag: "Logistics support",
-        quickLabel: "Quick help",
-        footerTrack: "Order lookup",
+        footerTrack: "Inbound lookup",
         footerQuote: "Get a quote",
         footerException: "Parcel issue",
         footerHuman: "Human support",
-        disclaimer: "Quotes and transit times are subject to final confirmation",
-        keyboardHint: "Enter to send · Shift + Enter for a new line",
-        inputShort: "Question or tracking number…",
+        inputShort: "Inbound code…",
         uploading: "Uploading your attachment…",
         uploadFailed: "Upload failed. Please select the file again.",
         serviceUnavailable: "Service is temporarily unavailable. Please try again later or contact support.",
@@ -383,7 +417,6 @@ const I18N = {
         voiceFailed: "Voice input failed. Please try again or type your message.", voiceTimeout: "Voice input timed out. Please try again.",
         voiceWait: "Please wait for the current operation to finish before recording.",
         voiceDraft: "Please send or clear your existing draft before recording.",
-        attachmentReady: "Ready to attach to your next message",
         removeAttachment: "Remove pending attachment",
         you: "You",
         assistant: "Baiyue Assistant",
@@ -397,15 +430,12 @@ const I18N = {
         logisticsHistory: "Shipment tracking",
         noLogisticsHistory: "No actual shipment events available",
         estimatedTracking: "Estimated milestones",
-        legacyTrackingNotice: "Historical simulated tracking for demonstration only; this is not a real order record.",
-        order_inbound: "Inbound code", order_shipment: "Shipment ID", order_country: "Destination country",
+        order_inbound: "Inbound code", order_number: "Order number", order_shipment: "Shipment ID", order_country: "Destination country",
         order_warehouse: "Warehouse", order_transport: "Transport", order_packages: "Packages",
         order_weight: "Declared gross weight", order_volume: "Declared volume", order_role: "Order level",
         order_parent: "Parent order", order_updated: "Source updated",
         moreTracking: "View full tracking history",
         lessTracking: "Show recent updates",
-        quickSubs: ["Link a customer account to view orders and tracking", "Explore routes, rates and transit times", "Get help with delays, delivery or claims", "Discuss your shipping requirements"],
-        welcomeTip: "Type your question, or pick a quick option below.",
         hot: "Popular Questions",
         recent: "Recent Conversations",
         sideCollapse: "Collapse sidebar",
@@ -414,7 +444,7 @@ const I18N = {
         langTip: "Switch language (Ctrl+L)",
         toBottom: "Back to bottom",
         quick: [
-            "Track my shipment", "Europe sea freight quote", "Handle a parcel exception", "Talk to a human agent"
+            "Track by inbound code", "Europe sea freight quote", "Handle a parcel exception", "Talk to a human agent"
         ],
         hotList: [
             "How do I track my shipment?", "How long does Europe sea freight take?",
@@ -430,6 +460,7 @@ function t(key){
 function applyLanguage(lang){
     LANG = lang === "en" ? "en" : "zh";
     const dict = I18N[LANG];
+    if(customerLogin) customerLogin.render();
     document.documentElement.lang = LANG === "en" ? "en" : "zh-CN";
     document.querySelectorAll("[data-i18n]").forEach(function(element){
         const value = dict[element.dataset.i18n];
@@ -478,6 +509,7 @@ function applyLanguage(lang){
         const n = b.dataset.action;
         if(n === "copy") b.textContent = dict.copy;
         if(n === "retry") b.textContent = dict.retry;
+        if(n === 'voteUp' || n === 'voteDown') b.setAttribute('aria-label', dict[n]);
     });
     document.querySelectorAll(".retry-btn").forEach(function(b){
         if(!b.dataset.keep) b.textContent = dict.clickRetry;
@@ -585,7 +617,7 @@ function welcomeHTML(){
     const kinds = ["track", "quote", "issue", "human"];
     const cards = q.map(function(question, index){
         const action = index === 3 ? 'data-human-support' : `data-question="${escHtml(question)}"`;
-        return `<button type="button" class="suggest-item" ${action}><span class="suggest-icon">${welcomeIcon(kinds[index])}</span><span class="suggest-copy"><strong>${question}</strong><small>${t("quickSubs")[index]}</small></span><span class="suggest-arrow" aria-hidden="true">↗</span></button>`;
+        return `<button type="button" class="suggest-item" ${action}><span class="suggest-icon">${welcomeIcon(kinds[index])}</span><span class="suggest-copy"><strong>${question}</strong></span><span class="suggest-arrow" aria-hidden="true">↗</span></button>`;
     }).join("");
     return `
             <div class="ai-welcome-card">
@@ -593,7 +625,6 @@ function welcomeHTML(){
                     <div class="ai-avatar">${welcomeIcon("box")}</div>
                     <div class="welcome-eyebrow">${t("welcomeEyebrow")}</div>
                         <h3>${t("welcomeTitle")}</h3>
-                        <p>${t("welcomeSub")}</p>
                 </div>
                 <div class="suggest-grid">${cards}</div>
             </div>
@@ -641,11 +672,12 @@ clearAllBtn.onclick = function(){
 if(newChatBtn){
 newChatBtn.onclick = function(){
     if(openingConv === 'clearing') return;
+    const alreadyNew = currentConvId === null;
     resetConversation(null);
-    inputDom.value = "";
+    if(alreadyNew) inputDom.value = "";
     autoGrow();
     clearAttachment();
-    setComposerStatus("");
+    setComposerStatus('');
     chatDom.innerHTML = welcomeHTML();
     chatDom.scrollTop = 0;
     followLatest = true;
@@ -661,10 +693,13 @@ function loadHistory(){
         historyList = data;
         renderSideHistory();
         renderRecentChat();
-    }).catch(function(){ /* 保留上次成功加载的历史，避免网络错误清空侧栏。 */ });
+        return data;
+    }).catch(function(){ return null; /* 保留上次成功加载的历史。 */ });
 }
 
 function removeCachedHistory(id){
+    if(id === undefined){ drafts.clear(); flushDraft(); }
+    else drafts.remove(id);
     historyRequestVersion += 1;
     historyList = id === undefined ? [] : historyList.filter(item => item.id !== id);
     renderSideHistory();
@@ -811,6 +846,8 @@ function ensureConv(){
                 throw error;
             }
             currentConvId = data.id;
+            drafts.remove('new');
+            flushDraft();
             if(data.welcome) addMsg(t('autoWelcome'), false);
             return currentConvId;
         }).finally(function(){ if(creatingConv === pending) creatingConv = null; });
@@ -819,6 +856,8 @@ function ensureConv(){
 }
 
 function resetConversation(id){
+    flushDraft();
+    emojiPicker.close();
     if(voiceInput) voiceInput.cancel();
     if(cancelActive){ cancelActive(); cancelActive = null; }
     if(sseInstance){ sseInstance.close(); sseInstance = null; }
@@ -826,6 +865,7 @@ function resetConversation(id){
     clearAttachment();
     stopHumanMode();
     currentConvId = id;
+    restoreDraft();
     openingConv = null;
     creatingConv = null;
     sendPreparing = false;
@@ -841,7 +881,9 @@ function openConversation(id){
     if(openingConv === 'clearing') return;
     if(openingConv === id) return;       // 防连点
     const version = resetConversation(id);
+    if(isNarrow()){ sideOpen = false; renderSidebar(); }
     openingConv = id;
+    chatDom.innerHTML = '';
     setComposerStatus(t('historyLoading'));
     renderSideHistory();
     requestJson("/api/get_messages?conv_id=" + id)
@@ -855,7 +897,9 @@ function openConversation(id){
             chatDom.innerHTML = welcomeHTML();
             return;
         }
+        let previousQuestion = '';
         msgs.forEach(m=>{
+            if(m.role === 'user') previousQuestion = m.content;
             if(m.role === "assistant" && m.content.indexOf(CARD_PREFIX) === 0){
                 try{
                     const bubble = addTrackCard(JSON.parse(m.content.slice(CARD_PREFIX.length)), m.ctime);
@@ -866,14 +910,17 @@ function openConversation(id){
             }else{
                 const b = addMsg(m.content, m.role === "user", undefined, m.ctime);
                 if(m.role === "assistant" && b) attachActions(b, m.content, "", false);
+                if(m.role === 'assistant' && b && (/^请先使用客户账号登录并关联订单/.test(m.content) || /^订单查询将在客户账号登录并关联后开放/.test(m.content))){
+                    attachCustomerLogin(b, previousQuestion);
+                }
             }
         });
         // 等渲染完再滚到底部
         requestAnimationFrame(function(){ scrollChatToEnd(true); });
     }).catch(function(){
         if(version !== conversationVersion) return;
-        openingConv = null;
-        setComposerStatus(t('networkFail'), true);
+        openingConv = 'failed';
+        setComposerStatus(t('historyLoadFailed'), true);
     });
 }
 
@@ -888,8 +935,9 @@ function fillTrackCard(el, card){
     head.className = "track-head";
     const no = document.createElement("div");
     no.className = "track-no";
-    const numberLabel = isOrder ? 'orderNo' : 'trackingNo';
-    no.innerHTML = '<span data-i18n="'+numberLabel+'">' + t(numberLabel) + "</span>" + escHtml(card.no);
+    const inbound = isOrder && (card.fields || []).find(field=>field && field.key === 'inbound' && field.value);
+    const numberLabel = inbound ? 'order_inbound' : isOrder ? 'orderNo' : 'trackingNo';
+    no.innerHTML = '<span data-i18n="'+numberLabel+'">' + t(numberLabel) + "</span>" + escHtml(inbound ? inbound.value : card.no);
     const st = document.createElement("div");
     st.className = "track-status";
     st.textContent = card.status;
@@ -897,14 +945,6 @@ function fillTrackCard(el, card){
     head.appendChild(st);
     el.appendChild(head);
 
-    if(!isOrder){
-        const legacyNotice = document.createElement('p');
-        legacyNotice.className = 'order-data-notice';
-        legacyNotice.dataset.i18n = 'legacyTrackingNotice';
-        legacyNotice.textContent = t('legacyTrackingNotice');
-        el.appendChild(legacyNotice);
-    }
-
     if(isOrder){
         const fields = document.createElement('dl');
         fields.className = 'order-data-fields is-collapsed';
@@ -1033,7 +1073,30 @@ function addTrackCard(card, timeStr){
     return bubble;
 }
 
-loadHistory();
+const restoreId = drafts.active();
+currentConvId = restoreId === 'new' ? null : Number(restoreId);
+restoreDraft();
+if(currentConvId){
+    const id = currentConvId, version = conversationVersion, initialDraft = inputDom.value;
+    openingConv = 'restoring';
+    loadHistory().then(function(history){
+        if(version !== conversationVersion || currentConvId !== id || openingConv !== 'restoring') return;
+        if(Array.isArray(history) && !history.some(item=>item.id === id)){
+            if(inputDom.value !== initialDraft){
+                openingConv = 'failed';
+                flushDraft();
+                setComposerStatus(t('historyLoadFailed'), true);
+                return;
+            }
+            drafts.remove(id);
+            currentConvId = null;
+            restoreDraft();
+            openingConv = null;
+            return;
+        }
+        openConversation(id);
+    });
+}else loadHistory();
 
 window.fillInput = function(words){
     inputDom.value = words;
@@ -1099,11 +1162,10 @@ async function humanRequest(path, data){
 window.showHuman = async function(){
     if(voiceInput) voiceInput.cancel();
     if(openingConv === 'clearing') return;
+    if(openingConv !== null){ setComposerStatus(t(openingConv === 'failed' ? 'historyLoadFailed' : 'historyLoading'), true); return; }
     if(humanRequestToken || humanClosing) return;
     if(window.humanSid && humanConvId === currentConvId){ updateHumanMode(); return; }
     if(window.humanSid) stopHumanMode();
-    const hour = new Date().getHours();
-    if(hour < 8 || hour >= 22) return leaveOfflineMessage();
     const token = {version:conversationVersion};
     humanRequestToken = token;
     if(cancelActive){ cancelActive(); cancelActive = null; }
@@ -1140,7 +1202,7 @@ async function returnToAI(){
         stopHumanMode();
         setComposerStatus('');
         addMsg(t('humanClosed'), false);
-        inputDom.focus();
+        focusComposer();
     }catch(error){
         if(version === conversationVersion) setComposerStatus(t('humanReturnFailed'), true);
     }finally{
@@ -1165,8 +1227,8 @@ async function sendHumanMessage(content){
         addMsg(content, true);
         if(inputDom.value === draft){ inputDom.value = ''; autoGrow(); }
         if(window.__pendingImg === attachment) clearAttachment();
-        setComposerStatus(t(humanStatus === 'active' ? 'humanSent' : 'humanWaiting'));
-        inputDom.focus();
+        setComposerStatus('');
+        focusComposer();
         return true;
     }catch(error){
         if(version !== conversationVersion || humanSendingToken !== token) return;
@@ -1180,7 +1242,7 @@ async function sendHumanMessage(content){
 async function leaveOfflineMessage(){
     const version = conversationVersion;
     addMsg(t('humanHours'), false);
-    const message = window.prompt(t('offlinePrompt'));
+    const message = (window.prompt(t('offlinePrompt')) || '').trim();
     if(!message) return;
     try{
         const data = await humanRequest('/api/ticket', {content:message, phone:''});
@@ -1188,8 +1250,8 @@ async function leaveOfflineMessage(){
         if(version === conversationVersion) addMsg(t('offlineSaved'), false);
     }catch(error){
         if(version !== conversationVersion) return;
-        if(!inputDom.value) inputDom.value = message;
-        setComposerStatus(t('networkFail'), true);
+        if(!inputDom.value){ inputDom.value = message; autoGrow(); }
+        setComposerStatus(error.status === 400 ? error.message : t('networkFail'), true);
     }
 }
 
@@ -1365,6 +1427,19 @@ function mdToPlain(md){
         .replace(/“|”/g, '"');
 }
 
+function attachCustomerLogin(bubble, question){
+    const button = document.createElement('button');
+    button.type = 'button'; button.className = 'customer-login-cta';
+    button.textContent = t('customerQuery');
+    const version = conversationVersion;
+    button.onclick = function(){
+        customerLogin.require(async function(){
+            if(version === conversationVersion && question) await retryAnswer(bubble, question);
+        });
+    };
+    bubble.appendChild(button);
+}
+
 async function retryAnswer(bubble, question){
     if(window.humanSid || humanRequestToken){ setComposerStatus(t('retryAIOnly')); return; }
     if(await doSend(question)){
@@ -1386,26 +1461,34 @@ function attachActions(bubble, rawText, question, showRetry){
     copyBtn.dataset.action = "copy";
     copyBtn.textContent = t("copy");
     copyBtn.onclick = function(){
+        if(copyBtn.disabled) return;
+        copyBtn.disabled = true;
         const plain = mdToPlain(rawText);
-        const done = ()=> {
-            copyBtn.textContent = t("copied");
-            setTimeout(()=>{ copyBtn.textContent = t("copy"); }, 1200);
+        const done = function(copied){
+            copyBtn.disabled = false;
+            copyBtn.textContent = t(copied ? 'copied' : 'copyFailed');
+            setTimeout(()=>{ copyBtn.textContent = t("copy"); }, copied ? 1200 : 3000);
         };
         if(navigator.clipboard && navigator.clipboard.writeText){
-            navigator.clipboard.writeText(plain).then(done).catch(fallback);
+            return navigator.clipboard.writeText(plain).then(()=>done(true)).catch(fallback);
         }else{
-            fallback();
+            return fallback();
         }
         function fallback(){
             const ta = document.createElement("textarea");
             ta.value = plain;
+            ta.readOnly = true;
             ta.style.position = "fixed";
             ta.style.opacity = "0";
+            const previousFocus = document.activeElement;
             document.body.appendChild(ta);
-            ta.select();
-            try{ document.execCommand("copy"); }catch(e){}
-            document.body.removeChild(ta);
-            done();
+            let copied = false;
+            try{ ta.focus({preventScroll:true}); ta.select(); copied = Boolean(document.execCommand("copy")); }catch(e){}
+            finally{
+                ta.remove();
+                if(previousFocus && previousFocus.isConnected) previousFocus.focus({preventScroll:true});
+            }
+            done(copied);
         }
     };
     bar.appendChild(copyBtn);
@@ -1420,23 +1503,52 @@ function attachActions(bubble, rawText, question, showRetry){
     }
 
     // 👍/👎 反馈
+    let votePending = false;
+    const voteButtons = [];
+    const voteStatus = document.createElement('span');
+    voteStatus.className = 'vote-status';
+    voteStatus.setAttribute('role', 'status');
     function addVote(vote, label){
         const b = document.createElement("button");
         b.className = "msg-action-btn";
         b.textContent = label;
-        b.onclick = function(){
-            if(b.classList.contains("voted")) return;
-            bar.querySelectorAll(".msg-action-btn").forEach(function(x){ x.classList.remove("voted"); });
-            b.classList.add("voted");
-            fetch("/api/feedback", {
-                method:"POST", headers:{"Content-Type":"application/json"},
-                body: JSON.stringify({question: question, answer: rawText, vote: vote})
-            }).catch(function(){});
+        b.dataset.action = vote === 'up' ? 'voteUp' : 'voteDown';
+        b.setAttribute('aria-label', t(vote === 'up' ? 'voteUp' : 'voteDown'));
+        b.setAttribute('aria-pressed', 'false');
+        b.onclick = async function(){
+            if(votePending || b.classList.contains('voted')) return;
+            votePending = true;
+            voteButtons.forEach(button => { button.disabled = true; });
+            voteStatus.textContent = '';
+            voteStatus.removeAttribute('data-i18n');
+            voteStatus.classList.remove('is-error');
+            try{
+                const data = await requestJson('/api/feedback', {
+                    method:'POST', headers:{'Content-Type':'application/json'},
+                    body:JSON.stringify({question:question, answer:rawText, vote:vote})
+                });
+                if(!data.ok) throw new Error('Feedback failed');
+                voteButtons.forEach(function(button){
+                    button.classList.toggle('voted', button === b);
+                    button.setAttribute('aria-pressed', String(button === b));
+                });
+                voteStatus.textContent = t('ratingThanks');
+                voteStatus.setAttribute('data-i18n', 'ratingThanks');
+            }catch(error){
+                voteStatus.textContent = t('ratingFailed');
+                voteStatus.setAttribute('data-i18n', 'ratingFailed');
+                voteStatus.classList.add('is-error');
+            }finally{
+                votePending = false;
+                voteButtons.forEach(button => { button.disabled = false; });
+            }
         };
+        voteButtons.push(b);
         bar.appendChild(b);
     }
     addVote("up", "👍");
     addVote("down", "👎");
+    bar.appendChild(voteStatus);
 
     bubble.appendChild(bar);
 }
@@ -1471,7 +1583,7 @@ async function doSend(retryText){
     var tag = window.__pendingTag || "[图片]";
     const draft = inputDom.value, attachmentVersion = uploadVersion;
     if(!sendWord && !imgUrl){
-        inputDom.focus();
+        focusComposer(true);
         return;
     }
     if(uploadPending){ setComposerStatus(t("uploading")); return; }
@@ -1479,7 +1591,7 @@ async function doSend(retryText){
     var fullContent = sendWord;
     if(imgUrl) fullContent += (fullContent ? " " : "") + tag + imgUrl;
     setComposerStatus("");
-    if(openingConv !== null){ setComposerStatus(t('historyLoading')); return; }
+    if(openingConv !== null){ setComposerStatus(t(openingConv === 'failed' ? 'historyLoadFailed' : 'historyLoading'), true); return; }
     if(humanRequestToken || humanClosing){ updateHumanMode(); return; }
     // 人工客服模式：直接发给客服，不走AI
     if(window.humanSid && humanConvId === currentConvId) return sendHumanMessage(fullContent);
@@ -1504,7 +1616,7 @@ async function doSend(retryText){
         addMsg(fullContent, true);
         if(inputDom.value === draft){ inputDom.value = ""; autoGrow(); }
         if(attachmentVersion === uploadVersion) clearAttachment();
-        inputDom.focus();
+        focusComposer();
     }
 
     const aiBubble = addMsg(t("thinking"), false);
@@ -1537,7 +1649,6 @@ async function doSend(retryText){
         setBusy(false);
         aiBubble.classList.remove("typing");
         if(activeBubble === aiBubble) activeBubble = null;
-        inputDom.focus();
 
         let raw = aiBubble.dataset.raw || "";
         // 模型有时会把卡片标记原样输出，这里兜底转成时间轴
@@ -1549,7 +1660,8 @@ async function doSend(retryText){
                 raw = "运单号 " + card.no + "（" + (card.status || "") + "）";
             }catch(e){ /* 解析失败就按普通文本显示 */ }
         }
-        attachActions(aiBubble, raw, fullContent, true);
+        attachActions(aiBubble, raw, fullContent, !aiBubble.dataset.loginRequired);
+        if(aiBubble.dataset.loginRequired) attachCustomerLogin(aiBubble, fullContent);
         renderFollowups(aiBubble);
         updateToBottom();
         loadHistory();            // 首条消息会让标题变成问题内容，这里刷新一下
@@ -1599,6 +1711,7 @@ async function doSend(retryText){
         }
         if(!obj || typeof obj !== 'object') return;
         if(obj.e){ fail(obj.e); return; }
+        if(obj.login_required) aiBubble.dataset.loginRequired = '1';
         if(obj.card){
             clearTimeout(firstTimer);
             aiBubble.classList.add("track-card");
@@ -1714,14 +1827,20 @@ sendBtn.addEventListener("click", function(){
 
 // ===== 多行输入框：自动增高 =====
 function autoGrow(){
+    queueDraft();
     if(!inputDom.value){
         inputDom.style.height = '';
         return;
     }
     inputDom.style.height = "auto";
-    inputDom.style.height = Math.min(inputDom.scrollHeight, 140) + "px";
+    const viewport = window.visualViewport;
+    const height = viewport && Math.abs(viewport.scale - 1) < 0.01 ? viewport.height : window.innerHeight;
+    const limit = isNarrow() && height > 0 ? Math.min(140, Math.max(44, Math.floor(height / 4))) : 140;
+    inputDom.style.height = Math.min(inputDom.scrollHeight, limit) + "px";
 }
 inputDom.addEventListener("input", autoGrow);
+window.addEventListener('pagehide', flushDraft);
+document.addEventListener('visibilitychange', function(){ if(document.hidden) flushDraft(); });
 
 inputDom.addEventListener("keydown",(e)=>{
     // Enter 发送，Shift+Enter 换行
@@ -1777,12 +1896,31 @@ renderSidebar();
 
 function syncChatViewport(){
     const viewport = window.visualViewport;
-    chatContainer.style.height = viewport && isNarrow() && viewport.scale === 1
-        ? Math.round(viewport.height) + 'px' : '';
+    const narrow = isNarrow();
+    const unzoomed = !viewport || Math.abs(viewport.scale - 1) < 0.01;
+    if(narrow && unzoomed){
+        const height = viewport ? viewport.height : window.innerHeight;
+        if(Number.isFinite(height) && height > 0){
+            chatContainer.style.height = Math.round(height) + 'px';
+            // Keyboard focus may pan the visual viewport without changing its height.
+            chatContainer.style.top = Math.max(0, Math.round(viewport && viewport.offsetTop || 0)) + 'px';
+        }
+    }else{
+        chatContainer.style.height = '';
+        chatContainer.style.top = '';
+    }
+    if(customerLogin) customerLogin.viewport(chatContainer.style.height, chatContainer.style.top);
+    chatContainer.classList.toggle('is-composing', narrow && document.activeElement === inputDom);
     autoGrow();
     if(!chatDom.querySelector('.ai-welcome-card')) scrollChatToEnd();
     updateToBottom();
 }
+let viewportSyncQueued = false;
+function scheduleChatViewport(){
+    if(viewportSyncQueued) return;
+    viewportSyncQueued = true;
+    requestAnimationFrame(function(){ viewportSyncQueued = false; syncChatViewport(); });
+}
 
 toggleBtn.onclick = function(){
     sideOpen = !sideOpen;
@@ -1810,7 +1948,21 @@ window.addEventListener("resize", function(){
     renderSidebar();
     syncChatViewport();
 });
-if(window.visualViewport) window.visualViewport.addEventListener('resize', syncChatViewport);
+if(window.visualViewport){
+    window.visualViewport.addEventListener('resize', scheduleChatViewport);
+    window.visualViewport.addEventListener('scroll', scheduleChatViewport);
+}
+window.addEventListener('pageshow', scheduleChatViewport);
+inputDom.addEventListener('focus', scheduleChatViewport);
+inputDom.addEventListener('blur', scheduleChatViewport);
+// Let toolbar clicks complete before blur changes the keyboard and composer layout.
+['pointerdown', 'mousedown'].forEach(function(name){
+    document.querySelector('.composer').addEventListener(name, function(event){
+        if(event.button === 0 && document.activeElement === inputDom && event.target.closest('button')){
+            event.preventDefault();
+        }
+    });
+});
 syncChatViewport();
 
 voiceInput = ChatVoice.create({
@@ -1834,6 +1986,19 @@ voiceInput = ChatVoice.create({
         if(!await doSend()) voiceInput.setMode(false);
     }
 });
+customerLogin = CustomerLogin.create({fetch:fetch, text:t,
+    onOpen:function(){ if(voiceInput) voiceInput.cancel(); sideOpen=false; renderSidebar(); syncChatViewport(); },
+    onChange:function(user,previous){
+        if(previous === undefined) return;
+        if(previous && (!user || user.id !== previous.id)){
+            resetConversation(null); chatDom.innerHTML=welcomeHTML();
+        }
+        loadHistory();
+    },
+    onError:function(message){ setComposerStatus(message,true); }
+});
+customerLogin.viewport(chatContainer.style.height,chatContainer.style.top);
+customerLogin.refresh();
 window.addEventListener('resize', function(){
     if(!isNarrow()) voiceInput.setMode(false);
 });

static/js/customer.js

@@ -0,0 +1,123 @@
+// 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){
+            if(busy) return;
+            await refresh();
+            if(user){ await resume(); }else open(resume);
+        },viewport:function(height,top){
+            overlay.style.height=height || ''; overlay.style.top=top || '';
+            overlay.style.bottom=height ? 'auto' : '';
+        }};
+    }
+};

static/js/drafts.js

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

static/js/support.js

@@ -1,5 +1,17 @@
 // Shared controls for the customer page and service workspace.
 var SupportUI = {
+    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{
@@ -58,6 +70,10 @@ var SupportUI = {
     },
     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));
@@ -70,20 +86,24 @@ var SupportUI = {
                 const start = input.selectionStart == null ? input.value.length : input.selectionStart;
                 const end = input.selectionEnd == null ? start : input.selectionEnd;
                 input.value = input.value.slice(0, start) + emoji + input.value.slice(end);
-                panel.hidden = true;
-                button.setAttribute('aria-expanded', 'false');
-                input.focus();
+                close();
+                input.focus({preventScroll:true});
                 input.setSelectionRange(start + emoji.length, start + emoji.length);
                 if(onInsert) onInsert();
             };
             panel.appendChild(choice);
         });
-        panel.addEventListener('keydown', function(event){
-            if(event.key === 'Escape'){
-                panel.hidden = true;
-                button.setAttribute('aria-expanded', 'false');
-                button.focus();
+        ['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

@@ -45,5 +45,5 @@ var VisitorSession = (function(){
         }
         return established ? send() : ensure().then(send);
     }
-    return {fetch:request};
+    return {fetch:request,localKey:localKey};
 })();

static/js/voice.js

@@ -168,7 +168,7 @@ var ChatVoice = {
         toggle.onclick = function(){
             if(!mode && !supported()) return;
             setMode(!mode);
-            if(!mode) input.focus();
+            if(!mode) input.focus({preventScroll:true});
         };
         if(window.PointerEvent){
             hold.addEventListener('pointerdown', function(event){

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>
@@ -44,15 +44,13 @@
                     <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>咨询运费、时效或联系人工客服。<br>订单查询需登录并关联客户账号。</p>
                 </div>
             </section>
         </div>
         <footer class="composer">
             <div id="human-session" class="human-session" role="status" hidden><span id="human-session-label"></span><button id="return-ai" type="button">返回 AI 问答</button></div>
             <div class="composer-toolbar"><div class="hot-bar">
-                <span class="hot-bar-label" data-i18n="quickLabel">快捷咨询</span>
-                <button type="button" class="hot-capsule" data-question-index="0" data-i18n="footerTrack">查运单</button>
+                <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>
@@ -61,19 +59,33 @@
                 <button type="button" id="upload-btn" title="发送附件" aria-label="发送附件">＋</button>
                 <div class="emoji-control"><button id="emoji-toggle" class="icon-button" type="button" aria-label="选择表情" aria-expanded="false" aria-controls="emoji-panel">😊</button><div id="emoji-panel" class="emoji-picker" hidden></div></div>
                 <input type="file" id="upload-input" accept="image/*,.pdf,.txt,.csv" hidden>
-                <textarea id="input-text" rows="1" aria-label="输入问题或运单号" placeholder="输入您的问题或运单号…"></textarea>
+                <textarea id="input-text" rows="1" enterkeyhint="send" aria-label="输入问题或入仓码" placeholder="输入入仓码或问题…"></textarea>
                 <button id="voice-hold" class="voice-hold" type="button">按住说话</button>
                 <button type="button" id="send-button">发送</button>
             </div>
             <p id="composer-status" class="composer-status" role="status" hidden></p>
-            <div class="composer-footer"><span class="disclaimer" data-i18n="disclaimer">AI 回答仅供参考，具体以人工客服回复为准</span><span class="keyboard-hint" data-i18n="keyboardHint">Enter 发送 · Shift + Enter 换行</span></div>
         </footer>
         <div id="voice-panel" class="voice-panel" role="status" aria-live="polite" hidden><span class="voice-wave" aria-hidden="true">▂ ▆ █ ▆ ▂</span><p id="voice-label"></p><span id="voice-clock"></span></div>
         <button type="button" id="to-bottom" class="to-bottom" title="回到底部" aria-label="回到底部">↓</button>
     </main>
 </div>
+<div id="customer-login" class="customer-login-overlay" hidden>
+    <section class="customer-login-dialog" role="dialog" aria-modal="true" aria-labelledby="customer-login-title">
+        <h2 id="customer-login-title">登录</h2>
+        <form id="customer-login-form">
+            <label for="customer-username" id="customer-username-label">账号</label>
+            <input id="customer-username" name="username" type="text" autocomplete="username" placeholder="请输入账号" maxlength="80" required>
+            <label for="customer-password" id="customer-password-label">密码</label>
+            <input id="customer-password" name="password" type="password" autocomplete="current-password" placeholder="请输入密码" maxlength="256" required>
+            <p id="customer-error" role="alert" hidden></p>
+            <div class="customer-login-actions"><button type="button" id="customer-cancel">取消</button><button type="submit" id="customer-submit">登录</button></div>
+        </form>
+    </section>
+</div>
 <script src="{{ url_for('static', filename='js/support.js') }}"></script>
 <script src="{{ url_for('static', filename='js/visitor.js') }}"></script>
+<script src="{{ url_for('static', filename='js/customer.js') }}"></script>
+<script src="{{ url_for('static', filename='js/drafts.js') }}"></script>
 <script src="{{ url_for('static', filename='js/voice.js') }}"></script>
 <script src="{{ url_for('static', filename='js/chat.js') }}"></script>
 </body>

tests/frontend/admin.test.cjs

@@ -32,6 +32,7 @@ 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){
@@ -47,7 +48,7 @@ async function workspace(compact = false){
     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 : []; },
         querySelector(selector){
@@ -55,7 +56,7 @@ async function workspace(compact = false){
             if(!match) return null;
             return document.getElementById('chatBox').children.find(row => row.attributes['data-message-id'] === match[1]) || null;
         },
-        addEventListener(name, callback){ documentListeners[name] = callback; },
+        addEventListener(name, callback){ const previous=documentListeners[name]; documentListeners[name]=previous ? (...args)=>{previous(...args);callback(...args);} : callback; },
     };
     const calls = [];
     const hooks = {};

tests/frontend/chat.test.cjs

@@ -6,6 +6,14 @@ const vm = require('node:vm');
 const flush = () => new Promise(setImmediate);
 
 async function customerPage(pageOptions = {}){
+    const storageValues = pageOptions.storage || {};
+    if(!storageValues['baiyue-visitor-key']) storageValues['baiyue-visitor-key']='1'.repeat(64);
+    const tabValues = pageOptions.tabStorage || {};
+    function testStorage(values){return {
+        getItem:key=>values[key] ?? null,setItem:(key,value)=>{values[key]=String(value);},
+        removeItem:key=>{delete values[key];},key:index=>Object.keys(values)[index] ?? null,
+        get length(){return Object.keys(values).length;}
+    };}
     const elements = new Map(), listeners = {}, windowListeners = {}, viewportListeners = {}, intervals = new Map(), timers = new Map(), calls = [], hooks = {};
     let intervalId = 0, timerId = 0, nextConvId = 1;
     let voiceOptions;
@@ -13,7 +21,7 @@ async function customerPage(pageOptions = {}){
         constructor(){
             this.children = []; this.attributes = {}; this.value = ''; this.style = {};
             this.className = ''; this.dataset = {}; this.scrollHeight = 300; this.clientHeight = 300; this.scrollTop = 0;
-            this.listeners = {};
+            this.listeners = {}; this.focusCalls = []; this.isConnected = true;
             this.classList = {
                 contains: name => this.className.split(' ').includes(name),
                 add: name => { this.className += ' '+name; },
@@ -32,7 +40,10 @@ async function customerPage(pageOptions = {}){
         click(){ if(this.disabled) return; if(this.onclick) return this.onclick(); if(this.listeners.click) return this.listeners.click({target:this}); }
         appendChild(child){ child.parent = this; this.children.push(child); }
         append(...children){ children.forEach(child => this.appendChild(child)); }
-        focus(){}
+        contains(target){ return this === target || this.children.some(child=>child.contains(target)); }
+        focus(options){ this.focusCalls.push(options); document.activeElement=this; if(this.listeners.focus) this.listeners.focus(); }
+        blur(){ if(document.activeElement === this){ document.activeElement=null; if(this.listeners.blur) this.listeners.blur(); } }
+        select(){ document.activeElement=this; }
         querySelector(selector){
             return this.querySelectorAll(selector)[0] || null;
         }
@@ -49,28 +60,30 @@ async function customerPage(pageOptions = {}){
             if(selector === 'button[data-human-support]' && this.attributes['data-human-support'] != null) return this;
             return this.classList.contains(selector.slice(1)) ? this : this.parent && this.parent.closest(selector);
         }
-        remove(){ if(this.parent) this.parent.children = this.parent.children.filter(child => child !== this); }
+        remove(){ this.isConnected=false; if(this.parent) this.parent.children = this.parent.children.filter(child => child !== this); }
     }
     const element = key => { if(!elements.has(key)) elements.set(key, new Element()); return elements.get(key); };
+    element('emoji-panel').hidden=true;
     const quickButtons = [0, 1, 2].map(index => { const button = new Element(); button.dataset.questionIndex = String(index); return button; });
     const document = {
         body: new Element(), documentElement: {},
         getElementById: id => ['human-typing', 'imgPreview', 'recentChatWrap'].includes(id) ? null : element(id),
         querySelector: selector => element(selector), querySelectorAll: selector => selector === '[data-question-index]' ? quickButtons : [],
         createElement: () => new Element(),
-        addEventListener: (name, callback) => { listeners[name] = callback; },
+        execCommand: () => pageOptions.copyResult !== false,
+        addEventListener: (name, callback) => { const previous=listeners[name]; listeners[name]=previous ? (...args)=>{previous(...args);callback(...args);} : callback; },
     };
     class TestDate extends Date { constructor(...args){ super(...(args.length ? args : [2026, 9, 29, pageOptions.hour ?? 12])); } }
     let state = {status:'active', messages:[]};
     const context = vm.createContext({
-        document, console, Date:TestDate, navigator:{language:'zh-CN'}, AbortController, TextDecoder, confirm:() => true,
+        document, console, Date:TestDate, navigator:{language:'zh-CN',clipboard:pageOptions.clipboard}, AbortController, TextDecoder, confirm:() => true,
         FormData:class { append(){} },
         requestAnimationFrame:callback => callback(),
-        localStorage:{getItem:key => (pageOptions.storage || {})[key] ?? null, setItem(){}},
-        window:{innerWidth:pageOptions.width || 1200,
+        localStorage:testStorage(storageValues),sessionStorage:testStorage(tabValues),
+        window:{innerWidth:pageOptions.width || 1200, innerHeight:pageOptions.viewportHeight || pageOptions.height || 800,
             addEventListener:(name,callback) => { (windowListeners[name] ||= []).push(callback); },
-            matchMedia:query => ({matches:pageOptions.width ? pageOptions.width <= Number((query.match(/max-width:\s*(\d+)px/) || [])[1]) : false}),
-            visualViewport:pageOptions.viewportHeight ? {height:pageOptions.viewportHeight,scale:1,
+            matchMedia:query => ({matches:context.window.innerWidth <= Number((query.match(/max-width:\s*(\d+)px/) || [])[1])}),
+            visualViewport:pageOptions.viewportHeight ? {height:pageOptions.viewportHeight,scale:1,offsetTop:0,
                 addEventListener:(name,callback) => { (viewportListeners[name] ||= []).push(callback); }} : undefined,
             prompt:() => pageOptions.offlineMessage || null},
         setInterval: callback => { const id = ++intervalId; intervals.set(id, callback); return id; },
@@ -80,6 +93,7 @@ async function customerPage(pageOptions = {}){
         fetch: async (url, options) => {
             calls.push({url, body:options && options.body && (typeof options.body === 'string' ? JSON.parse(options.body) : options.body)});
             if(hooks[url]) return hooks[url](options);
+            if(url === '/api/get_history' && pageOptions.historyFetch) return pageOptions.historyFetch();
             if(url.startsWith('/api/visitor/human/poll') && hooks.poll) return hooks.poll(url);
             if(url.startsWith('/api/get_messages') && hooks.messages) return hooks.messages(url);
             if(url === '/stream_chat'){
@@ -92,14 +106,14 @@ async function customerPage(pageOptions = {}){
             }
             const data = url === '/api/new_chat' ? {id:nextConvId++, welcome:'welcome'}
                 : url === '/api/visitor/session' ? {ok:true,key:'1'.repeat(64)}
-                : url === '/api/visitor/human/request' ? {ok:true, session_id:7}
+                : url === '/api/visitor/human/request' ? (pageOptions.serviceClosed ? {ok:false,closed:true} : {ok:true, session_id:7})
                 : url.startsWith('/api/visitor/human/poll') ? state
-                : ['/api/rate', '/api/visitor/human/send', '/api/visitor/human/close', '/api/ticket'].includes(url) || url.startsWith('/api/del_history') ? {ok:true}
+                : ['/api/rate', '/api/feedback', '/api/visitor/human/send', '/api/visitor/human/close', '/api/ticket'].includes(url) || url.startsWith('/api/del_history') ? {ok:true}
                 : url === '/api/get_history' ? (pageOptions.history || []) : [];
             return {ok:true, json:async () => data};
         },
     });
-    for(const file of ['support.js', 'visitor.js', 'voice.js', 'chat.js']){
+    for(const file of ['support.js', 'visitor.js', 'customer.js', 'drafts.js', 'voice.js', 'chat.js']){
         vm.runInContext(fs.readFileSync(path.join(__dirname, '../../static/js', file), 'utf8'), context, {filename:file});
         if(file === 'voice.js'){
             const createVoice=context.ChatVoice.create;
@@ -110,17 +124,26 @@ async function customerPage(pageOptions = {}){
     await flush();
     if(pageOptions.human !== false) await context.window.showHuman();
     await flush();
-    return {context, element, calls, hooks, quickButtons, voiceOptions,
+    return {context, element, calls, hooks, quickButtons, voiceOptions,storage:storageValues,tabStorage:tabValues,
+        documentEvent:(name,event)=>{ if(listeners[name]) listeners[name](event); },
         resize:async height => {
+            context.window.innerHeight=height;
             if(context.window.visualViewport) context.window.visualViewport.height=height;
             (windowListeners.resize || []).forEach(callback => callback());
             await flush();
         },
-        resizeViewport:async (height,scale=1) => {
-            Object.assign(context.window.visualViewport,{height,scale});
+        resizeViewport:async (height,scale=1,offsetTop=0) => {
+            Object.assign(context.window.visualViewport,{height,scale,offsetTop});
             (viewportListeners.resize || []).forEach(callback => callback());
             await flush();
         },
+        panViewport:async top => {
+            context.window.visualViewport.offsetTop=top;
+            (viewportListeners.scroll || []).forEach(callback => callback());
+            await flush();
+        },
+        pageShow:async () => { (windowListeners.pageshow || []).forEach(callback => callback()); await flush(); },
+        pageHide:async () => { (windowListeners.pagehide || []).forEach(callback => callback()); await flush(); },
         setState:value => { state=value; },
         runTimers:async delay => { for(const [id, timer] of Array.from(timers)) if(timer.delay === delay){ timers.delete(id); timer.callback(); } await flush(); },
         tick:async () => { Array.from(intervals.values()).forEach(callback => callback()); await flush(); },
@@ -362,7 +385,7 @@ test('all three footer questions leave the human queue and send to separate AI c
     const requests = app.calls.filter(call => call.url === '/stream_chat');
     assert.equal(requests.length, 3);
     assert.equal(new Set(requests.map(call => call.body.conv_id)).size, 3);
-    assert.deepEqual(requests.map(call => call.body.msg), ['查询订单状态', '欧洲海运专线报价', '包裹异常处理']);
+    assert.deepEqual(requests.map(call => call.body.msg), ['按入仓码查轨迹', '欧洲海运专线报价', '包裹异常处理']);
     assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/send').length, 0);
     assert.equal(app.context.window.humanSid, 0);
     assert.equal(app.element('human-session').hidden, true);
@@ -475,9 +498,9 @@ test('repeated contact clicks create one human request and show a visible queue
 });
 
 test('the contact shortcut outside service hours submits a ticket without entering human mode', async () => {
-    const app = await customerPage({human:false, hour:23, offlineMessage:'请明天跟进报价'});
+    const app = await customerPage({human:false, hour:12,serviceClosed:true, offlineMessage:'请明天跟进报价'});
     await app.context.window.showHuman();
-    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/request').length, 0);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/request').length, 1);
     assert.equal(app.calls.find(call => call.url === '/api/ticket').body.content, '请明天跟进报价');
     assert.match(app.element('chatDom').textContent, /留言已提交/);
     assert.equal(app.context.window.humanSid, 0);
@@ -492,6 +515,13 @@ test('a failed human send preserves the text and makes retry possible', async ()
     assert.equal(app.element('send-button').disabled, false);
 });
 
+test('a visitor whose phone says late at night can still reach an open support service', async () => {
+    const app=await customerPage({human:false,hour:23});
+    await app.context.window.showHuman();
+    assert.equal(app.context.window.humanSid,7);
+    assert.equal(app.calls.filter(call=>call.url==='/api/ticket').length,0);
+});
+
 test('a duplicate human send cannot submit an in-flight message twice', async () => {
     const app = await customerPage();
     let resolve;
@@ -581,6 +611,22 @@ test('shipment cards separate forecasts from actual progress and retain both in
     assert.ok(log.querySelector('.msg-actions'));
 });
 
+test('inbound codes are the primary card identity for live replies and restored history', async () => {
+    const app=await customerPage({human:false,history:[{id:8,title:'入仓轨迹',ctime:'now'}]});
+    const card={kind:'order',no:'FL202610290001',status:'履约中',
+        fields:[{key:'inbound',value:'INB20261029001-01'},{key:'number',value:'FL202610290001'}],
+        nodes:[],summary:'入仓码 INB20261029001-01'};
+    app.hooks['/stream_chat']=()=>streamResponse(['data: '+JSON.stringify({card})+'\n\ndata: {"d":1}\n\n']);
+    await app.context.window.fillInput('INB20261029001-01');await flush();
+    let heading=app.element('chatDom').querySelector('.track-no');
+    assert.match(heading.innerHTML,/入仓码.*INB20261029001-01/);assert.doesNotMatch(heading.innerHTML,/FL202610290001/);
+    assert.match(app.element('chatDom').querySelector('.order-data-fields').textContent,/订单号.*FL202610290001/);
+    app.hooks.messages=()=>response([{role:'assistant',content:'__CARD__'+JSON.stringify(card),ctime:'now'}]);
+    await app.click(app.element('historyWrap').children[0]);
+    heading=app.element('chatDom').querySelector('.track-no');
+    assert.match(heading.innerHTML,/入仓码.*INB20261029001-01/);assert.doesNotMatch(heading.innerHTML,/FL202610290001/);
+});
+
 test('order details can expand without hiding the shipment timeline', async () => {
     const app = await customerPage({human:false,width:390});
     const card = {kind:'order',no:'ORDER2026001',status:'履约中',node_kind:'logistics',
@@ -635,6 +681,93 @@ test('clearing a sent draft restores a single-row composer instead of sizing to
     assert.equal(input.style.height,'');
 });
 
+test('keyboard panning keeps the whole mobile frame in the visual viewport and restores after closing', async () => {
+    const app=await customerPage({human:false,width:390,viewportHeight:844});
+    const input=app.element('input-text'), frame=app.element('.chat-container');
+    input.focus();
+    await app.resizeViewport(430,1,180);
+    assert.equal(frame.style.height,'430px');
+    assert.equal(frame.style.top,'180px');
+    assert.ok(frame.classList.contains('is-composing'));
+    await app.panViewport(260);
+    assert.equal(frame.style.top,'260px');
+    assert.equal(frame.style.height,'430px');
+    await app.resizeViewport(0,1,0);
+    assert.equal(frame.style.height,'430px');
+    input.blur();
+    await app.resizeViewport(844);
+    assert.equal(frame.style.top,'0px');
+    assert.equal(frame.style.height,'844px');
+    assert.equal(frame.classList.contains('is-composing'),false);
+});
+
+test('embedded browsers without visualViewport use the resized window and recover on pageshow', async () => {
+    const app=await customerPage({human:false,width:390,height:844});
+    const frame=app.element('.chat-container');
+    assert.equal(frame.style.height,'844px');
+    await app.resize(410);
+    assert.equal(frame.style.height,'410px');
+    app.context.window.innerHeight=844;
+    await app.pageShow();
+    assert.equal(frame.style.height,'844px');
+    app.context.window.innerWidth=1200;
+    await app.resize(720);
+    assert.equal(frame.style.height,'');
+    assert.equal(frame.style.top,'');
+});
+
+test('a multiline draft leaves room for messages when the keyboard reduces the viewport', async () => {
+    const app=await customerPage({human:false,width:390,viewportHeight:844});
+    const input=app.element('input-text');
+    input.value='多行草稿';
+    input.scrollHeight=300;
+    input.listeners.input();
+    assert.equal(input.style.height,'140px');
+    await app.resizeViewport(340);
+    assert.equal(input.style.height,'85px');
+    await app.resizeViewport(844);
+    assert.equal(input.style.height,'140px');
+});
+
+test('late AI completion does not steal focus or reopen a dismissed mobile keyboard', async () => {
+    for(const width of [390,1200]){
+        const app=await customerPage({human:false,width,viewportHeight:844});
+        const input=app.element('input-text');
+        let reply;
+        app.hooks['/stream_chat']=()=>new Promise(resolve=>{reply=resolve;});
+        input.focus();
+        await app.context.window.fillInput('报价问题');
+        await flush();
+        input.blur();
+        app.element('history-search').focus();
+        const before=input.focusCalls.length;
+        reply(streamResponse(['data: {"t":"完成回复"}\n\ndata: {"d":1}\n\n']));
+        await flush();await flush();
+        assert.equal(input.focusCalls.length,before);
+        assert.equal(app.context.document.activeElement,app.element('history-search'));
+        assert.match(app.element('chatDom').textContent,/完成回复/);
+    }
+});
+
+test('mobile quick questions keep the keyboard closed and composer controls finish clicking before blur changes layout', async () => {
+    const app=await customerPage({human:false,width:390});
+    const input=app.element('input-text');
+    await app.context.window.fillInput('快捷咨询');await flush();
+    assert.equal(input.focusCalls.length,0);
+    input.focus();
+    for(const event of ['pointerdown','mousedown']){
+        for(const name of ['send-button','voice-toggle','emoji-toggle','upload-btn']){
+            let prevented=false;
+            app.element('.composer').listeners[event]({button:0,target:{closest:()=>app.element(name)},preventDefault(){prevented=true;}});
+            assert.ok(prevented);
+        }
+    }
+    let blockedTextSelection=false;
+    app.element('.composer').listeners.pointerdown({button:0,target:{closest:()=>null},preventDefault(){blockedTextSelection=true;}});
+    assert.equal(blockedTextSelection,false);
+    assert.equal(app.context.document.activeElement,input);
+});
+
 test('recognized voice uses the normal AI and human send routes with a visible user message', async () => {
     for(const human of [false,true]){
         const app=await customerPage({human,width:390});
@@ -687,3 +820,270 @@ test('an AI regeneration is not forwarded to a human session', async () => {
     assert.match(app.element('chatDom').textContent,/测试 AI 回复/);
     assert.match(app.element('composer-status').textContent,/先返回 AI/);
 });
+
+test('feedback waits for server confirmation, ignores rapid duplicates and allows retry after failure', async () => {
+    const app=await customerPage({human:false});
+    await app.context.window.fillInput('反馈测试');await flush();
+    const log=app.element('chatDom'), buttons=log.querySelectorAll('.msg-action-btn');
+    const up=buttons.find(button=>button.textContent==='👍'), down=buttons.find(button=>button.textContent==='👎');
+    let finish;
+    app.hooks['/api/feedback']=()=>new Promise(resolve=>{finish=resolve;});
+    const sending=up.onclick();
+    await flush();
+    await down.onclick();
+    assert.equal(app.calls.filter(call=>call.url==='/api/feedback').length,1);
+    assert.equal(up.classList.contains('voted'),false);
+    assert.ok(up.disabled && down.disabled);
+    finish(response({ok:false},503));await sending;
+    assert.equal(up.classList.contains('voted'),false);
+    assert.match(log.textContent,/评价未提交/);
+    assert.equal(up.disabled,false);
+    app.hooks['/api/feedback']=()=>response({ok:true});
+    await up.onclick();
+    assert.ok(up.classList.contains('voted'));
+    assert.equal(up.getAttribute('aria-pressed'),'true');
+    assert.match(log.textContent,/感谢您的评价/);
+    await up.onclick();
+    assert.equal(app.calls.filter(call=>call.url==='/api/feedback').length,2);
+});
+
+test('clipboard rejection and a failed fallback never report a successful copy', async () => {
+    const app=await customerPage({human:false,copyResult:false,clipboard:{writeText:()=>Promise.reject(new Error('denied'))}});
+    await app.context.window.fillInput('复制测试');await flush();
+    const copy=app.element('chatDom').querySelectorAll('.msg-action-btn').find(button=>button.dataset.action==='copy');
+    app.element('input-text').focus();
+    await copy.onclick();await flush();
+    assert.equal(copy.textContent,'复制失败');
+    assert.equal(copy.disabled,false);
+    assert.equal(app.context.document.activeElement,app.element('input-text'));
+    assert.equal(app.element('input-text').focusCalls.at(-1).preventScroll,true);
+    assert.equal(app.context.document.body.children.length,0);
+    await app.runTimers(3000);
+    assert.equal(copy.textContent,'复制');
+});
+
+test('successful clipboard fallback reports copied and keeps text focus stable', async () => {
+    const app=await customerPage({human:false});
+    await app.context.window.fillInput('复制测试');await flush();
+    const copy=app.element('chatDom').querySelectorAll('.msg-action-btn').find(button=>button.dataset.action==='copy');
+    await copy.onclick();
+    assert.equal(copy.textContent,'已复制');
+    assert.equal(copy.disabled,false);
+    await app.runTimers(1200);
+    assert.equal(copy.textContent,'复制');
+});
+
+test('blank offline messages are ignored and invalid ticket text stays editable with a readable error', async () => {
+    const empty=await customerPage({human:false,hour:23,serviceClosed:true,offlineMessage:'   '});
+    await empty.context.window.showHuman();await flush();
+    assert.equal(empty.calls.filter(call=>call.url==='/api/ticket').length,0);
+    const app=await customerPage({human:false,hour:23,serviceClosed:true,offlineMessage:'需要保留的留言'});
+    app.hooks['/api/ticket']=()=>response({ok:false,error:'请输入 1–2000 字的留言。'},400);
+    await app.context.window.showHuman();await flush();
+    assert.equal(app.element('input-text').value,'需要保留的留言');
+    assert.notEqual(app.element('input-text').style.height,'');
+    assert.match(app.element('composer-status').textContent,/1–2000/);
+});
+
+test('mobile history selection closes the drawer while desktop navigation stays visible', async () => {
+    for(const width of [390,1200]){
+        const app=await customerPage({human:false,width,history:[{id:9,title:'历史会话',ctime:'now'}]});
+        if(width===390) await app.click(app.element('.toggle-divider'));
+        assert.equal(app.element('.toggle-divider').getAttribute('aria-expanded'),'true');
+        await app.click(app.element('historyWrap').children[0]);
+        assert.equal(app.element('.toggle-divider').getAttribute('aria-expanded'),String(width>900));
+    }
+});
+
+test('emoji panel dismisses outside or on Escape, stays open for its own controls, and closes on conversation change', async () => {
+    const app=await customerPage({human:false,width:390});
+    const toggle=app.element('emoji-toggle'), panel=app.element('emoji-panel');
+    await app.click(toggle);
+    assert.equal(panel.hidden,false);
+    app.documentEvent('pointerdown',{target:panel.children[0]});
+    assert.equal(panel.hidden,false);
+    app.documentEvent('pointerdown',{target:app.element('input-text')});
+    assert.equal(panel.hidden,true);
+    assert.equal(toggle.getAttribute('aria-expanded'),'false');
+    await app.click(toggle);
+    app.documentEvent('keydown',{key:'Escape'});
+    assert.equal(panel.hidden,true);
+    await app.click(toggle);
+    await app.click(app.element('.new-chat-btn'));
+    assert.equal(panel.hidden,true);
+});
+
+test('drafts stay with their own conversation and restore across a page reload', async () => {
+    const history=[{id:9,title:'A',ctime:'now'},{id:10,title:'B',ctime:'now'}];
+    const app=await customerPage({human:false,history});
+    await app.click(app.element('historyWrap').children[0]);
+    app.element('input-text').value='A的未发送草稿';app.element('input-text').listeners.input();
+    await app.click(app.element('historyWrap').children[1]);
+    assert.equal(app.element('input-text').value,'');
+    app.element('input-text').value='B的未发送草稿';app.element('input-text').listeners.input();
+    await app.click(app.element('historyWrap').children[0]);
+    assert.equal(app.element('input-text').value,'A的未发送草稿');
+    await app.pageHide();
+    const restored=await customerPage({human:false,history,storage:app.storage,tabStorage:app.tabStorage});
+    await flush();
+    assert.equal(restored.element('input-text').value,'A的未发送草稿');
+    assert.ok(restored.calls.some(call=>call.url==='/api/get_messages?conv_id=9'));
+    await restored.click(restored.element('historyWrap').children[1]);
+    assert.equal(restored.element('input-text').value,'B的未发送草稿');
+});
+
+test('a new conversation draft restores after refresh and moves to the created conversation on send', async () => {
+    const app=await customerPage({human:false});
+    app.element('input-text').value='尚未发送';app.element('input-text').listeners.input();await app.pageHide();
+    const restored=await customerPage({human:false,storage:app.storage,tabStorage:app.tabStorage});
+    assert.equal(restored.element('input-text').value,'尚未发送');
+    await restored.context.window.fillInput('尚未发送');await restored.pageHide();
+    const store=restored.context.ChatDrafts.create({scope:'1'.repeat(64),storage:()=>restored.context.localStorage,tabStorage:()=>restored.context.sessionStorage});
+    assert.equal(store.read(null),'');assert.equal(store.read(1),'');assert.equal(store.active(),'1');
+});
+
+test('draft recovery stays silent but quota failure remains visible until storage recovers', async () => {
+    const history=[{id:9,title:'A',ctime:'now'}],app=await customerPage({human:false,history});
+    await app.click(app.element('historyWrap').children[0]);
+    app.element('input-text').value='已保存草稿';app.element('input-text').listeners.input();await app.pageHide();
+    const restored=await customerPage({human:false,history,storage:app.storage,tabStorage:app.tabStorage});
+    assert.equal(restored.element('input-text').value,'已保存草稿');
+    assert.equal(restored.element('composer-status').textContent,'');
+    const setItem=restored.context.localStorage.setItem;
+    restored.context.localStorage.setItem=()=>{throw Error('quota');};
+    restored.element('input-text').value='新的未保存输入';restored.element('input-text').listeners.input();await restored.runTimers(250);
+    assert.match(restored.element('composer-status').textContent,/无法保存/);
+    assert.equal(restored.element('input-text').value,'新的未保存输入');
+    restored.context.localStorage.setItem=setItem;await restored.pageHide();
+    assert.equal(restored.element('composer-status').textContent,'');
+});
+
+test('restoring an old conversation cannot replace a newer user-selected draft', async () => {
+    const app=await customerPage({human:false,history:[{id:9,title:'A',ctime:'now'}]});
+    await app.click(app.element('historyWrap').children[0]);
+    app.element('input-text').value='A草稿';app.element('input-text').listeners.input();await app.pageHide();
+    let release;
+    const restored=await customerPage({human:false,storage:app.storage,tabStorage:app.tabStorage,
+        historyFetch:()=>new Promise(resolve=>{release=resolve;})});
+    await restored.click(restored.element('.new-chat-btn'));
+    restored.element('input-text').value='新话题草稿';restored.element('input-text').listeners.input();
+    release(response([{id:9,title:'A',ctime:'now'}]));await flush();
+    assert.equal(restored.element('input-text').value,'新话题草稿');
+});
+
+test('failed history loading cannot send a question under a hidden conversation context', async () => {
+    const app=await customerPage({human:false,history:[{id:9,title:'A',ctime:'now'}]});
+    await app.context.window.fillInput('原会话');await flush();
+    app.hooks.messages=()=>response({ok:false},503);
+    await app.click(app.element('historyWrap').children[0]);
+    const before=app.calls.filter(call=>call.url==='/stream_chat').length;
+    await app.context.window.fillInput('禁止发到未加载会话');
+    assert.equal(app.calls.filter(call=>call.url==='/stream_chat').length,before);
+    assert.match(app.element('composer-status').textContent,/会话未加载成功/);
+    assert.doesNotMatch(app.element('chatDom').textContent,/原会话/);
+});
+
+test('startup removes a deleted active conversation draft without erasing a newer edit', async () => {
+    const app=await customerPage({human:false,history:[{id:9,title:'A',ctime:'now'}]});
+    await app.click(app.element('historyWrap').children[0]);
+    app.element('input-text').value='旧会话草稿';app.element('input-text').listeners.input();await app.pageHide();
+    const noEdit=await customerPage({human:false,storage:{...app.storage},tabStorage:{...app.tabStorage}});
+    assert.equal(noEdit.element('input-text').value,'');
+    assert.ok(!noEdit.calls.some(call=>call.url==='/api/get_messages?conv_id=9'));
+    let release;
+    const edited=await customerPage({human:false,storage:app.storage,tabStorage:app.tabStorage,
+        historyFetch:()=>new Promise(resolve=>{release=resolve;})});
+    edited.element('input-text').value='加载期间的新输入';edited.element('input-text').listeners.input();
+    release(response([]));await flush();
+    assert.equal(edited.element('input-text').value,'加载期间的新输入');
+    await edited.context.window.fillInput('加载期间的新输入');
+    assert.ok(!edited.calls.some(call=>call.url==='/stream_chat'));
+    assert.match(edited.element('composer-status').textContent,/会话未加载成功/);
+});
+
+test('deleting a conversation removes only its saved draft', async () => {
+    const history=[{id:9,title:'A',ctime:'now'},{id:10,title:'B',ctime:'now'}];
+    const app=await customerPage({human:false,history});
+    await app.click(app.element('historyWrap').children[0]);
+    app.element('input-text').value='A草稿';app.element('input-text').listeners.input();
+    await app.click(app.element('historyWrap').children[1]);
+    app.element('input-text').value='B草稿';app.element('input-text').listeners.input();await app.pageHide();
+    await app.element('historyWrap').children[0].children[2].onclick({stopPropagation(){}});
+    const store=app.context.ChatDrafts.create({scope:'1'.repeat(64),storage:()=>app.context.localStorage,tabStorage:()=>app.context.sessionStorage});
+    assert.equal(store.read(9),'');assert.equal(store.read(10),'B草稿');
+});
+
+test('an order login action resumes the original question and preserves a newer draft', async () => {
+    const app=await customerPage({human:false});let authenticated=false;
+    app.hooks['/api/customer/session']=()=>response({ok:true,authenticated,user:authenticated ? {id:1,name:'admin'} : null});
+    app.hooks['/api/customer/login']=()=>{authenticated=true;return response({ok:true,authenticated:true,user:{id:1,name:'admin'}});};
+    app.hooks['/stream_chat']=()=>streamResponse([`data: ${JSON.stringify(authenticated ? {t:'账号范围内的订单结果'} : {t:'请先登录',login_required:true})}\n\ndata: {"d":1}\n\n`]);
+    await app.context.window.fillInput('查询ORDER20260001');await flush();
+    const action=app.element('chatDom').querySelector('.customer-login-cta');assert.ok(action);
+    app.element('input-text').value='下一条未发送草稿';app.element('input-text').listeners.input();
+    await app.click(action);assert.equal(app.element('customer-login').hidden,false);
+    app.element('customer-username').value='admin';app.element('customer-password').value='123456';
+    await app.element('customer-login-form').listeners.submit({preventDefault(){}});await flush();
+    assert.equal(app.element('customer-login').hidden,true);assert.equal(app.element('customer-password').value,'');
+    assert.equal(app.element('input-text').value,'下一条未发送草稿');
+    assert.equal(app.calls.filter(call=>call.url==='/stream_chat').length,2);
+    assert.match(app.element('chatDom').textContent,/账号范围内的订单结果/);
+    assert.match(app.element('customer-account').textContent,/admin/);
+});
+
+test('invalid customer credentials leave the login form open without sending another question', async () => {
+    const app=await customerPage({human:false});
+    app.hooks['/api/customer/login']=()=>response({ok:false,error:'账号或密码不正确。'},403);
+    await app.click(app.element('customer-account'));
+    app.element('customer-username').value='admin';app.element('customer-password').value='wrong';
+    await app.element('customer-login-form').listeners.submit({preventDefault(){}});
+    assert.equal(app.element('customer-login').hidden,false);
+    assert.match(app.element('customer-error').textContent,/账号或密码/);
+    assert.equal(app.calls.filter(call=>call.url==='/api/customer/login').length,1);
+    assert.equal(app.calls.filter(call=>call.url==='/stream_chat').length,0);
+    await app.click(app.element('customer-cancel'));
+    assert.equal(app.element('customer-login').hidden,true);assert.equal(app.element('customer-password').value,'');
+});
+
+test('a late login cannot replay an order into a newer conversation', async () => {
+    const app=await customerPage({human:false});let release;
+    app.hooks['/api/customer/session']=()=>response({ok:true,authenticated:false,user:null});
+    app.hooks['/stream_chat']=()=>streamResponse(['data: {"t":"先登录","login_required":true}\n\ndata: {"d":1}\n\n']);
+    app.hooks['/api/customer/login']=()=>new Promise(resolve=>{release=resolve;});
+    await app.context.window.fillInput('查询ORDER20260001');await flush();
+    await app.click(app.element('chatDom').querySelector('.customer-login-cta'));
+    app.element('customer-username').value='admin';app.element('customer-password').value='123456';
+    const signing=app.element('customer-login-form').listeners.submit({preventDefault(){}});
+    await app.click(app.element('.new-chat-btn'));
+    app.element('input-text').value='新话题';app.element('input-text').listeners.input();
+    release(response({ok:true,authenticated:true,user:{id:1,name:'admin'}}));await signing;
+    assert.equal(app.calls.filter(call=>call.url==='/stream_chat').length,1);
+    assert.equal(app.element('input-text').value,'新话题');
+});
+
+test('signing out clears visible order conversation and returns to guest mode', async () => {
+    const app=await customerPage({human:false});
+    app.hooks['/api/customer/login']=()=>response({ok:true,authenticated:true,user:{id:1,name:'admin'}});
+    app.hooks['/api/customer/logout']=()=>response({ok:true,authenticated:false,user:null});
+    await app.click(app.element('customer-account'));
+    app.element('customer-username').value='admin';app.element('customer-password').value='123456';
+    await app.element('customer-login-form').listeners.submit({preventDefault(){}});
+    await app.context.window.fillInput('ORDER20260001');await flush();
+    assert.ok(app.element('chatDom').querySelector('.user-message'));
+    await app.click(app.element('customer-account'));
+    assert.equal(app.element('customer-account').textContent,'登录');
+    assert.equal(app.element('chatDom').querySelector('.user-message'),null);
+    assert.equal(app.calls.filter(call=>call.url==='/api/customer/logout').length,1);
+});
+
+test('an unavailable image gets one readable replacement instead of a broken image', async () => {
+    const app=await customerPage({human:false});
+    let shown;
+    const image={tagName:'IMG',classList:{contains:name=>name==='message-image'},dataset:{},after:hint=>{shown=hint;}};
+    app.element('chatDom').listeners.error({target:image});
+    assert.equal(image.hidden,true);
+    assert.match(shown.textContent,/图片暂时无法访问/);
+    const first=shown;
+    app.element('chatDom').listeners.error({target:image});
+    assert.equal(shown,first);
+});

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/voice.test.cjs

@@ -14,8 +14,8 @@ function voicePage(options={}){
         setAttribute(name,value){this.attributes[name]=value;}
         addEventListener(name,callback){this.listeners[name]=callback;}
         setPointerCapture(){}
-        focus(){}
-        blur(){}
+        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};
@@ -70,6 +70,15 @@ test('hold and release transcribes audio and sends text once',async()=>{
     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);

tests/test_api.py

@@ -378,6 +378,42 @@ class ApiTests(unittest.TestCase):
         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()

tests/test_customer.py

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

tests/test_dev_integration.py

@@ -1,6 +1,6 @@
 """Remote dev behavior on the modular backend and the light workspace."""
 
-from datetime import datetime
+from datetime import datetime, timezone
 import io
 from pathlib import Path
 import tempfile
@@ -50,6 +50,19 @@ class DevIntegrationTests(unittest.TestCase):
         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})

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', 'tests/frontend/chat.test.cjs', 'tests/frontend/voice.test.cjs', 'tests/frontend/visitor.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_config.py

@@ -67,12 +67,14 @@ class GrayConfigTests(unittest.TestCase):
         self.assertIn('auth_basic off;', body)
         self.assertIn('auth_basic "Baiyue gray acceptance";', config)
         for path in ('/healthz','/stream_chat','/api/visitor/session','/api/get_history','/api/get_messages',
+                     '/api/customer/session','/api/customer/login','/api/customer/logout',
                      '/api/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/get_history/unknown','/api/unknown'):
+                     '/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)

tests/test_order_data.py

@@ -22,8 +22,6 @@ class OrderDataTests(unittest.TestCase):
         self.client.post('/api/visitor/session', json={'key':'1'*64})
         self.context = self.app.app_context()
         self.context.push()
-        from flask import g
-        g.customer_tenant_id = 'tenant-a'
         self.addCleanup(self.context.pop)
         self.record = {'source_order_id':'999999999999999999', 'tenant_id':'tenant-a',
             'order_no':'FL202610290001', 'inbound_code':'INB20261029001-01', 'shipment_id':'shipment00208',
@@ -32,6 +30,8 @@ class OrderDataTests(unittest.TestCase):
             'history_json':[{'time':'2026-10-28 10:00', 'status':'SUBMITTED'},
                             {'time':'2026-10-29 10:00', 'status':'PROCESSING'}]}
         self.import_rows([self.record])
+        self.assertTrue(self.client.post('/api/customer/login',json={'username':'admin','password':'123456'}).json['ok'])
+        self.client.get('/api/customer/session')
 
     def import_rows(self, rows, replace=False):
         connection = db.connect()
@@ -61,9 +61,26 @@ class OrderDataTests(unittest.TestCase):
                      '1.2x0.8x0.6m', '[文件]/uploads/20261029100145_6787.txt'):
             self.assertEqual(order_data.extract_reference(text), [])
         events = self.events('帮我查询物流轨迹')
-        self.assertIn('订单号', events[0]['t'])
+        self.assertIn('入仓码', events[0]['t'])
         self.assertEqual(events[-1], {'d':1})
 
+    def test_direct_inbound_lookup_and_followup_keep_the_inbound_identity(self):
+        cid=self.client.post('/api/new_chat').json['id']
+        card=self.events(self.record['inbound_code'],cid)[0]['card']
+        self.assertEqual(card['no'],self.record['order_no'])
+        self.assertTrue(card['summary'].startswith('入仓码 '+self.record['inbound_code']))
+        self.assertEqual(next(item['value'] for item in card['fields'] if item['key']=='number'),self.record['order_no'])
+        self.import_rows([{**self.record,'gross_weight_kg':'42.000'}],replace=True)
+        followup=self.events('现在到哪了',cid)[0]['card']
+        self.assertTrue(followup['summary'].startswith('入仓码 '+self.record['inbound_code']))
+        self.assertEqual(next(item['value'] for item in followup['fields'] if item['key']=='weight'),'42.000 kg')
+
+    def test_missing_inbound_code_is_not_replaced_by_the_internal_order_number(self):
+        self.import_rows([{**self.record,'inbound_code':None}],replace=True)
+        card=self.events(self.record['order_no'])[0]['card']
+        self.assertFalse(any(item['key']=='inbound' for item in card['fields']))
+        self.assertTrue(card['summary'].startswith('订单号 '+self.record['order_no']))
+
     def test_order_identifiers_remain_queryable_alongside_quantities_and_dates(self):
         for message in ('查询 FL202610290001，2026-10-29T16:53:00 提交的',
                         'FL202610290001 30.000000 KG', 'FL202610290001 100x100x100cm',
@@ -86,7 +103,7 @@ class OrderDataTests(unittest.TestCase):
     def test_unimplemented_bulk_queries_ask_for_identifier_instead_of_inventing_records(self):
         with patch('logistics_chat.ai_client.post_completion') as model:
             events = self.events('列出所有订单')
-        self.assertIn('请提供订单号', events[0]['t'])
+        self.assertIn('请提供入仓码', events[0]['t'])
         model.assert_not_called()
 
     def test_server_tenant_scope_and_ambiguous_identifiers(self):

tests/test_rules.py

@@ -13,7 +13,9 @@ from logistics_chat import knowledge, pricing, tracking
 
 class RuleTests(unittest.TestCase):
     def test_specific_knowledge_wins_and_unknown_questions_have_no_match(self):
-        self.assertIn('22KG+', knowledge.search_knowledge('英国空运价格'))
+        for question in ('英国空运价格','英国空运多久','英国空运多少钱'):
+            self.assertIn('22KG+', knowledge.search_knowledge(question))
+        self.assertIn('21KG+', knowledge.search_knowledge('欧洲空运价格'))
         self.assertIsNone(knowledge.search_knowledge('没有相关关键词的测试'))
 
     def test_sea_tier_boundary_and_minimum(self):

tests/test_storage.py

@@ -123,6 +123,20 @@ class StorageTests(unittest.TestCase):
         self.assertNotIn('..', name)
         self.assertFalse(result['is_image'])
 
+    def test_old_attachments_referenced_by_ai_or_human_history_survive_cleanup(self):
+        uploads=self.root/'uploads'; uploads.mkdir()
+        for name in ('ai.png','human.pdf','unused.txt'):
+            file=uploads/name;file.write_bytes(b'fixture')
+            os.utime(file,(time.time()-20*86400,time.time()-20*86400))
+        connection=db.connect()
+        connection.execute("INSERT INTO messages(conv_id,role,content,ctime) VALUES(1,'user','[图片]/uploads/ai.png','now')")
+        connection.execute("INSERT INTO human_messages(session_id,side,content,ctime) VALUES(1,'customer','[文件]/uploads/human.pdf','now')")
+        connection.commit();connection.close()
+        file_service.cleanup_uploads()
+        self.assertTrue((uploads/'ai.png').exists())
+        self.assertTrue((uploads/'human.pdf').exists())
+        self.assertFalse((uploads/'unused.txt').exists())
+
     def test_invalid_and_oversized_uploads_are_rejected(self):
         self.assertEqual(file_service.upload_file({})[1], 400)
         denied = FileStorage(stream=io.BytesIO(b'bad'), filename='test.exe')

tests/test_visitor.py

@@ -119,12 +119,24 @@ class VisitorTests(unittest.TestCase):
             self.assertEqual(staff.data,b'A_PRIVATE')
 
     def test_guest_keys_and_client_claims_cannot_unlock_orders(self):
-        for message in ('查询15252125','查询订单状态','查询 UNKNOWN20260001'):
+        for message in ('查询15252125','查询订单状态','查询 UNKNOWN20260001','我的订单呢','帮我看下订单','订单查询','查询','my orders','order status',
+                        '按入仓码查轨迹','入仓码查询','入仓号查轨迹','Track by inbound code'):
             with patch('logistics_chat.order_data.lookup_order') as lookup, patch('logistics_chat.ai_client.post_completion') as model:
                 response=self.a.post('/stream_chat',json={'msg':message},headers={'X-Customer-Id':'tenant-a','X-Tenant-Id':'tenant-a'})
             self.assertIn('客户账号登录并关联',response.get_data(as_text=True))
             lookup.assert_not_called();model.assert_not_called()
 
+    def test_missing_attachments_show_a_readable_private_page_without_disclosing_ownership(self):
+        response=self.a.post('/api/upload',data={'file':(io.BytesIO(b'fixture'),'missing.txt')})
+        url=response.json['url']
+        (Path(self.app.config['UPLOAD_DIR'])/url.rsplit('/',1)[1]).unlink()
+        own=self.a.get(url);other=self.b.get(url)
+        self.assertEqual(own.status_code,404)
+        self.assertIn('附件暂时无法访问',own.get_data(as_text=True))
+        self.assertIn('no-store',own.headers['Cache-Control'])
+        self.assertEqual(own.data,other.data)
+        self.assertNotIn(url,own.get_data(as_text=True))
+
     def test_invalid_bootstrap_and_cross_site_requests_cannot_replace_the_guest(self):
         cid=self.conversation(self.a,'A_PRIVATE')
         for key in ('short','x'*64,'1'*65,[],{},123):