精简聊天页面说明并静默恢复草稿

AGENTS.md

@@ -8,6 +8,8 @@ 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 |
+| 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` |
@@ -53,7 +55,7 @@ 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`, and `voice.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
 
@@ -61,4 +63,4 @@ 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. Admin authentication remains incomplete; protect all acceptance routes through Nginx.
+Never commit credentials or runtime/customer data. Revoke exposed keys. Keep `uploads/.gitkeep`. Startup reads root `.env`; environment variables override it. Restart after changes. `create_app` initializes storage unless `INITIALIZE_RUNTIME=False`; business tables start empty. Default HOST is `0.0.0.0`; Linux deployment binds loopback. 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.

README.md

@@ -121,7 +121,7 @@ cp .env.example .env # 仅首次运行；已有 .env 时跳过
 
 ### Jenkins 灰度部署
 
-现有灰度环境按 [Jenkins 部署指南](docs/deployment.md) 发布：构建和测试镜像，SSH 发送至专用 Compose 服务，再配置独立域名的 HTTPS 和全站访问密码。密钥由 Jenkins 注入，数据和证书保存在独立宿主机目录；启动失败时恢复之前的应用和站点。面向客户开放前仍需补齐鉴权和数据隔离。另附 [Linux 单机参考](docs/deployment-linux.md)。
+现有灰度环境按 [Jenkins 部署指南](docs/deployment.md) 发布：构建和测试镜像，SSH 发送至专用 Compose 服务，Nginx 提供 HTTPS。客户聊天入口免登录，只有明确列出的客户 API 开放；客服后台、搜索、导出和其他未知路径继续使用访问密码。密钥由 Jenkins 注入，数据和证书保存在独立宿主机目录；启动失败时恢复之前的应用和站点。上游端口必须仅绑定回环地址。另附 [Linux 单机参考](docs/deployment-linux.md)。
 
 ## 目录结构
 
@@ -246,7 +246,11 @@ data: {"d": 1}
 
 ## 数据库与运行数据
 
-订单测试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。聊天每次重新查表；这份副本不会自动同步灰度业务库。没有新增管理页面和增删改接口。内部验收可查询已导入的测试样本；配置 `ORDER_DATA_TENANT_ID` 可以在服务器侧固定租户范围，不能将其视为客户登录授权。
+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。
+
+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：
 
@@ -258,12 +262,12 @@ data: {"d": 1}
 
 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。
 
-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。
-- 不预置客服账号；应用内客服登录仍沿用旧账号校验逻辑。公网自用验收可按部署指南使用全站访问密码进入工作台。
+- 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。
 - 回答提示词目标为 120–350 字；代码压缩阈值为中文 800、英文 1400 字符，超过阈值最多尝试压缩两次。

deploy/activate-gray.sh

@@ -111,17 +111,30 @@ install -m 644 "$release/site.htpasswd" "$auth"
 install -m 644 "$release/site.conf" "$site"
 nginx -t
 nginx -s reload
-for path in / /api/export_chat /api/get_history; do
+for check in /:200 /admin/dashboard:401 /api/export_chat:401 /api/get_history:401 /api/human/queue:401; do
+  path=${check%:*}
+  expected=${check##*:}
   code=''
   # A successful reload signal precedes the new workers accepting connections.
   for attempt in {1..10}; do
     if code=$(curl --silent --connect-timeout 3 --max-time 8 --resolve "$CHAT_DOMAIN:443:127.0.0.1" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN$path"); then
-      [[ "$code" != 401 ]] || break
+      [[ "$code" != "$expected" ]] || break
     fi
     sleep 1
   done
-  [[ "$code" == 401 ]] || { echo 'Gray access protection verification failed.' >&2; false; }
+  [[ "$code" == "$expected" ]] || { echo 'Guest/staff access verification failed.' >&2; false; }
 done
+visitor_cookie=$(mktemp "$release/.visitor-smoke.XXXXXX")
+trap 'rm -f -- "$visitor_cookie"' EXIT
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -c "$visitor_cookie" -o /dev/null -w '%{http_code}' -H 'Content-Type: application/json' \
+  -d '{}' "https://$CHAT_DOMAIN/api/visitor/session")
+[[ "$code" == 200 ]] || { echo 'Guest session bootstrap verification failed.' >&2; false; }
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -b "$visitor_cookie" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN/api/get_history")
+[[ "$code" == 200 ]] || { echo 'Guest history verification failed.' >&2; false; }
+rm -f -- "$visitor_cookie"
+trap - EXIT
 printf '%s\n' "$release" > "$root/.current-release.new"
 mv -f "$root/.current-release.new" "$root/current-release"
 trap - ERR

deploy/gray_config.py

@@ -76,7 +76,7 @@ class GrayConfig:
         return ''.join(f'{key}={value}\n' for key, value in fields.items())
 
     def nginx_config(self):
-        return f'''# Managed for baiyue-logistics-chat-gray; all application routes require authentication.
+        return f'''# Managed for baiyue-logistics-chat-gray; guest chat is public and staff routes require authentication.
 server {{
     listen 80;
     server_name {self.domain};
@@ -95,20 +95,36 @@ server {{
     auth_basic "Baiyue gray acceptance";
     auth_basic_user_file {self.auth_dir}/access.htpasswd;
     client_max_body_size 12m;
+    proxy_http_version 1.1;
+    proxy_set_header Connection "";
+    proxy_set_header Host $host;
+    proxy_set_header X-Real-IP $remote_addr;
+    proxy_set_header X-Forwarded-For $remote_addr;
+    proxy_set_header X-Forwarded-Proto $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
+    location = / {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /static/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /uploads/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
     location / {{
         proxy_pass http://127.0.0.1:{self.port};
-        proxy_http_version 1.1;
-        proxy_set_header Connection "";
-        proxy_set_header Host $host;
-        proxy_set_header X-Real-IP $remote_addr;
-        proxy_set_header X-Forwarded-For $remote_addr;
-        proxy_set_header X-Forwarded-Proto $scheme;
-        proxy_set_header Authorization "";
-        proxy_buffering off;
-        proxy_cache off;
-        gzip off;
-        proxy_read_timeout 300s;
-        proxy_send_timeout 300s;
     }}
 }}
 '''

deploy/nginx.conf.example

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

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 +87,10 @@ 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 +110,7 @@ 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。
-- 订单数据仅为内部验收副本：`ORDER_DATA_TENANT_ID` 可固定服务器端租户范围，空值允许查询内部已导入样本。它不代替将来客户登录授权。没有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。源库连接凭据和快照文件均在仓库外，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。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。
 - 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。
@@ -117,7 +120,8 @@ tests/                        # 按业务模块组织的回归
 - 上传 URL 保留 `/uploads/`，默认 10MB，扩展名配置保持不变。原附件保留本地、继续忽略，目录迁移不另建一份数据。
 - 手机语音由 `voice.js` 管理按住、松开、上滑取消、60 秒上限及媒体轨道释放；切换会话、离开页面或权限/转写超时取消录音与待处理请求，迟到结果不能进入新会话，已有草稿不自动提交。`/api/speech/config` 仅返回可用性及限制，`/api/speech/transcribe` 有独立 5MB 请求限制并以 `MemoryAudioRequest` 将音频文件保持在内存中；音频不进入 uploads 或聊天历史。百度适配通过 FFmpeg 管道转换 16 kHz 单声道 PCM，校验真实解码长度后调用百度短语音识别，Token 按应用隔离缓存。可选 DashScope 适配和 DS 文字聊天凭据独立，密钥及上游原始错误不得返回客户端。识别结果走既有 AI/人工消息入口。H5 订单详情默认折叠；可视高度变化保持最新回复可见，阅读旧消息时不强制拉到底部。
 - `agents`、`orders`、`tickets` 在应用初始化时建空表；兼容已有独立 id 列的 agents 表，不预置账号或演示数据。
-- 后台鉴权和会话隔离仍不完整，订单表为内部测试副本，不提供实时物流轨迹。Linux 公网验收用 Nginx 全站密码隔离访问，不代表已修复面向客户开放所需的应用权限。
+- 游客由 `visitor.js` 用安全随机数生成本地 key，经 `/api/visitor/session` 换取 HttpOnly、SameSite Cookie，HTTPS 时设置 Secure；浏览器存储不可用时可用 Cookie 恢复。数据库 `chat_history.visitor_id` 仅存 key 的 SHA-256，历史增删查、SSE 上下文和 `visitor_uploads` 附件索引均按归属校验。旧数据归属为空时保留，不自动授予新访客。客户端公共人工接口为 `/api/visitor/human/{request,poll,send,close}`，校验会话归属、只接受 customer 消息并去掉内部备注；原 `/api/human/*` 留给受保护客服。客服附件用 `/api/staff/uploads/`，所有客户 JSON 与附件禁止共享缓存。
+- Nginx 默认保护客服及未知路径，只有客户首页、静态资源和明确的客户 API 白名单免密码。后台仍依赖代理认证，上游只能绑定回环地址；客户账号登录和订单关联尚未实现，游客身份不能升级为订单权限。
 
 ## 验证与维护
 

docs/deployment-linux.md

@@ -2,9 +2,9 @@
 
 现行灰度环境使用 [Jenkins 部署流程](deployment.md)。本页保留独立主机的安装方法，不用于覆盖已有灰度服务。
 
-适用场景：Ubuntu / Debian、已有域名、仅自己验收。使用系统 Python 3.10+，无需前端构建或 GPU。入口为 HTTPS → Nginx 全站访问密码 → 本机 Waitress → Flask / SQLite。
+适用场景：Ubuntu / Debian、已有域名。使用系统 Python 3.10+，无需前端构建或 GPU。入口为 HTTPS → Nginx（客户白名单公开，客服及其他路径需密码）→ 本机 Waitress → Flask / SQLite。
 
-当前应用尚无完整登录会话、权限和会话数据隔离。验收期间必须保留全站访问密码，不能只保护 `/admin`，因为历史、导出和人工接口也能直接调用。此配置不代表已具备面向客户开放的权限体系。
+游客历史、人工会话和附件已按访客归属隔离；客户账号登录和订单关联尚未接入，匿名不能查询真实订单。必须沿用示例中的精确公开白名单，保护其余全部路径，包括客服、搜索、导出和原人工接口，不能只保护 `/admin`。上游端口不可对公网开放。
 
 ## 1. 域名与网络
 
@@ -117,7 +117,7 @@ curl -u preview -I https://chat.example.com/
 
 - 客户页：`https://chat.example.com/`，发送消息检查 DS 实际回复及流式显示。
 - 验收工作台：`https://chat.example.com/admin/dashboard`，从客户页申请人工，再检查接待和双向消息。
-- 当前未预置应用内客服登录账号；Nginx 的 `preview` 是整站验收密码，不是 `/admin` 页里的客服账号。
+- 当前未预置应用内客服登录账号；Nginx 的 `preview` 是客服及受保护接口的访问账号，不是 `/admin` 页里的客服账号，客户首页无需此账号。
 
 安装证书续期后的 Nginx 重载钩子，并检查续期定时器：
 
@@ -151,4 +151,4 @@ sudo nginx -t
 
 ## 参考
 
-工厂调用与监听参数依据 [Waitress 官方文档](https://docs.pylonsproject.org/projects/waitress/en/stable/runner.html)。流式转发配置依据 [Nginx 代理模块](https://nginx.org/en/docs/http/ngx_http_proxy_module.html#proxy_buffering)，全站密码依据 [Nginx Basic Auth 模块](https://nginx.org/en/docs/http/ngx_http_auth_basic_module.html)。证书和续期使用 [Certbot webroot](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)；服务目录与只读保护依据 [systemd.exec](https://www.freedesktop.org/software/systemd/man/latest/systemd.exec.html)。
+工厂调用与监听参数依据 [Waitress 官方文档](https://docs.pylonsproject.org/projects/waitress/en/stable/runner.html)。流式转发配置依据 [Nginx 代理模块](https://nginx.org/en/docs/http/ngx_http_proxy_module.html#proxy_buffering)，客服后台密码依据 [Nginx Basic Auth 模块](https://nginx.org/en/docs/http/ngx_http_auth_basic_module.html)。证书和续期使用 [Certbot webroot](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)；服务目录与只读保护依据 [systemd.exec](https://www.freedesktop.org/software/systemd/man/latest/systemd.exec.html)。

docs/deployment.md

@@ -1,8 +1,8 @@
 # Jenkins 灰度部署
 
-现有灰度环境使用 `Jenkinsfile`、`Dockerfile` 和 `deploy/` 发布独立物流聊天服务。流水线构建并测试镜像，通过严格校验主机指纹的 SSH 发送到专用 Docker Compose 服务，Nginx 提供 HTTPS 和全站访问密码。
+现有灰度环境使用 `Jenkinsfile`、`Dockerfile` 和 `deploy/` 发布独立物流聊天服务。流水线构建并测试镜像，通过严格校验主机指纹的 SSH 发送到专用 Docker Compose 服务，Nginx 提供 HTTPS；客户聊天免登录，客服和其他非白名单路径使用访问密码。
 
-应用使用单个 Waitress 进程、8 个线程和 UID 10001，宿主机端口仅绑定回环地址。运行密钥、聊天数据、附件和证书不进入镜像。后台鉴权与会话隔离仍不完整，灰度验收须保留全站密码；此流程不代表已具备面向多个客户开放的权限体系。
+应用使用单个 Waitress 进程、8 个线程和 UID 10001，宿主机端口仅绑定回环地址。运行密钥、聊天数据、附件和证书不进入镜像。游客历史和附件在应用内按归属隔离；客服仍依赖 Nginx 密码保护，不能裸露上游端口。客户登录与订单关联尚未接入，匿名查单不会读取订单数据。
 
 容器时区设为 `Asia/Shanghai`，营业时间与聊天时间按中国时间计算。
 
@@ -71,7 +71,7 @@
 
 更新前执行 SQLite 在线备份。应用启动或 Nginx 检查失败时，仅恢复本服务之前的 Compose 和站点配置，保留数据；不自动用旧库覆盖新记录。失败发布目录保留供定位，数据库降级及删除数据需另行处理。
 
-新环境自动创建业务表，不创建默认客服账号或演示数据。验收用全站密码直接进入工作台；Nginx 验收账号不是应用内客服账号。
+新环境自动创建业务表，不创建默认客服账号或演示数据。专用访问密码用于客服工作台及受保护接口；Nginx 账号不是应用内客服账号。客户首页无需密码，客户端先自动建立访客会话，再访问自己的历史。
 
 ## HTTPS 及续期
 
@@ -103,7 +103,7 @@ nginx -t
 - SSH 失败：核对受管凭据和 known_hosts，不禁用指纹检查。
 - 证书失败：核对 DNS 和 HTTP 验证路径，保留本服务的验证站点与私有 ACME 状态。
 - 容器不健康：检查独立目录的 UID 10001 权限、日志和 `/healthz`；健康检查不计入业务限流。
-- 入口 401：未登录时为预期，使用专用验收密码后应返回 200。
+- 客户首页应匿名返回 200，不出现密码弹窗；客服后台、全站搜索和导出匿名返回 401。客户历史 API 在未建立访客会话时由应用返回 JSON 401，自动建立 `/api/visitor/session` 后应返回当前访客的记录。发布激活脚本同时检查这些边界，不能只删除原有密码配置。
 - 流式显示延迟：检查实际 Nginx 或 CDN 是否重新启用了响应缓冲。
 
 独立主机安装另见 [Linux 手动参考](deployment-linux.md)。凭据与 API 依据 [Jenkins 官方文档](https://www.jenkins.io/doc/pipeline/steps/credentials-binding/) 和 [Remote API](https://www.jenkins.io/doc/book/using/remote-access-api/)，证书验证与续期依据 [Certbot 文档](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)。

logistics_chat/__init__.py

@@ -9,7 +9,7 @@ def create_app(config=None):
     from flask import Flask
 
     from .config import ROOT_DIR, default_config
-    from . import db, file_service, hooks
+    from . import db, file_service, hooks, visitor_service
     from .routes import register_routes
     from .routes.speech import MemoryAudioRequest
 
@@ -22,6 +22,7 @@ def create_app(config=None):
     app.extensions['human_typing'] = {}
     app.extensions['rate_hits'] = defaultdict(list)
     app.before_request(hooks.rate_limit)
+    app.before_request(visitor_service.attach_visitor)
     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

@@ -83,12 +83,8 @@ def create_chat_stream(msg, conv_id):
     if not msg:
         return (sse({'e': '问题不能为空'}), {})
     if conv_id:
-        connection = connect()
-        try:
-            exists = connection.execute('SELECT 1 FROM chat_history WHERE id=?', (conv_id,)).fetchone()
-        finally:
-            connection.close()
-        if not exists:
+        from .visitor_service import owns_conversation
+        if not owns_conversation(conv_id):
             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):

logistics_chat/db.py

@@ -37,6 +37,8 @@ def init_db():
     Path(get_setting('DATABASE')).parent.mkdir(parents=True, exist_ok=True)
     conn = connect()
     cur = conn.cursor()
+    # Serialize schema inspection and migration when multiple workers start together.
+    cur.execute('BEGIN IMMEDIATE')
     cur.execute('''
     CREATE TABLE IF NOT EXISTS chat_history (
         id INTEGER PRIMARY KEY AUTOINCREMENT,
@@ -48,6 +50,12 @@ def init_db():
     if 'utime' not in cols:
         cur.execute('ALTER TABLE chat_history ADD COLUMN utime TEXT')
         cur.execute('UPDATE chat_history SET utime = ctime WHERE utime IS NULL')
+    if 'visitor_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN visitor_id TEXT')
+    cur.execute('CREATE INDEX IF NOT EXISTS idx_chat_visitor ON chat_history(visitor_id, id)')
+    cur.execute('''CREATE TABLE IF NOT EXISTS visitor_uploads (
+        filename TEXT PRIMARY KEY, visitor_id TEXT NOT NULL, ctime TEXT NOT NULL
+    )''')
     cur.execute('''
     CREATE TABLE IF NOT EXISTS messages (
         id INTEGER PRIMARY KEY AUTOINCREMENT,

logistics_chat/file_service.py

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

logistics_chat/history_service.py

@@ -1,16 +1,18 @@
 """Conversation CRUD with unchanged response data."""
 
 from .db import connect, now_str
+from .visitor_service import visitor_id, owns_conversation
 
 
-WELCOME_TEXT = '您好！欢迎咨询柏悦物流智能客服，请问有什么可以帮您？输入订单号、入仓码或 Shipment ID 可查订单，或点击下方快捷选项。'
+WELCOME_TEXT = '您好！欢迎咨询柏悦物流智能客服，可以咨询运费、时效或联系人工客服。'
 
 
 def new_chat():
     now = now_str()
     conn = connect()
     cur = conn.cursor()
-    cur.execute('INSERT INTO chat_history(title, ctime, utime) VALUES (?,?,?)', ('新对话', now, now))
+    cur.execute('INSERT INTO chat_history(title, ctime, utime, visitor_id) VALUES (?,?,?,?)',
+                ('新对话', now, now, visitor_id()))
     conv_id = cur.lastrowid
     cur.execute('INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)',
                 (conv_id, 'assistant', WELCOME_TEXT, now))
@@ -21,12 +23,15 @@ def new_chat():
 
 def get_history():
     conn = connect()
-    rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history ORDER BY COALESCE(utime, ctime) DESC, id DESC').fetchall()
+    rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history WHERE visitor_id=? '
+                        'ORDER BY COALESCE(utime, ctime) DESC, id DESC', (visitor_id(),)).fetchall()
     conn.close()
     return [{'id': r[0], 'title': r[1], 'ctime': r[2], 'utime': r[3]} for r in rows]
 
 
 def get_messages(conv_id):
+    if not owns_conversation(conv_id):
+        return []
     conn = connect()
     rows = conn.execute('SELECT role, content, ctime FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT 100', (conv_id,)).fetchall()
     conn.close()
@@ -35,6 +40,8 @@ def get_messages(conv_id):
 
 
 def del_history(hid):
+    if not owns_conversation(hid):
+        return {'ok': False}, 404
     conn = connect()
     cur = conn.cursor()
     cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions WHERE conv_id=?)', (hid,))
@@ -49,10 +56,13 @@ def del_history(hid):
 def clear_all():
     conn = connect()
     cur = conn.cursor()
-    cur.execute('DELETE FROM human_messages')
-    cur.execute('DELETE FROM human_sessions')
-    cur.execute('DELETE FROM messages')
-    cur.execute('DELETE FROM chat_history')
+    owner = visitor_id()
+    owned = 'SELECT id FROM chat_history WHERE visitor_id=?'
+    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,))
     conn.commit()
     conn.close()
     return {'ok': True}

logistics_chat/hooks.py

@@ -7,7 +7,7 @@ from flask import current_app, jsonify, request
 
 def rate_limit():
     path = request.path
-    if path == '/healthz' or path.startswith('/static') or path.startswith('/api/human/'):
+    if path in ('/healthz', '/api/visitor/human/poll') or path.startswith('/static') or path.startswith('/api/human/'):
         return None
     ip = request.remote_addr or 'unknown'
     now = time.time()
@@ -21,7 +21,7 @@ def rate_limit():
 
 
 def no_cache_html(response):
-    if response.mimetype in ('text/html', 'text/event-stream'):
+    if response.mimetype in ('text/html', 'text/event-stream') or request.path.startswith('/api/'):
         response.headers['Cache-Control'] = 'no-store, no-cache, must-revalidate'
         response.headers['Pragma'] = 'no-cache'
         response.headers['Expires'] = '0'

logistics_chat/human_service.py

@@ -1,18 +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/order_data.py

@@ -7,6 +7,7 @@ from datetime import datetime
 
 from .config import get_setting
 from .order_tracking import build_tracking
+from .visitor_service import customer_tenant_id
 
 
 FIELDS = ('source_order_id', 'tenant_id', 'order_no', 'inbound_code', 'shipment_id',
@@ -22,6 +23,7 @@ FIELD_LABELS = {'inbound':'入仓码', 'shipment':'Shipment ID', 'country':'目
                 '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):
@@ -110,7 +112,7 @@ def import_tracking_records(connection, records, replace=False):
     return {'imported': imported, 'preserved': preserved, 'missing': missing}
 
 
-def lookup_order(reference):
+def lookup_order(reference, tenant_id=None):
     """Exact, bounded lookup; scope comes from server configuration, never model SQL."""
     from .db import connect
 
@@ -120,6 +122,12 @@ def lookup_order(reference):
         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 not str(tenant_id).strip():
+                return []
+            if tenant and str(tenant_id) != str(tenant):
+                return []
+            tenant = str(tenant_id)
         if tenant:
             query += ' AND tenant_id=?'
             values.append(str(tenant))
@@ -210,6 +218,9 @@ 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}
     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。'}
     reference = references[0] if references else None
@@ -238,10 +249,12 @@ def answer_query(message, conv_id):
                     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':'请提供订单号、入仓码或 Shipment ID。'}
+            return {'t':ORDER_LOGIN_TEXT if tenant is None else '请提供订单号、入仓码或 Shipment ID。'}
         return None
+    if tenant is None:
+        return {'t': ORDER_LOGIN_TEXT}
     try:
-        matches = lookup_order(reference)
+        matches = lookup_order(reference, tenant_id=tenant)
     except OrderDataUnavailable:
         return {'t':'订单信息暂时无法读取，请稍后重试。'}
     if not matches:

logistics_chat/routes/__init__.py

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

logistics_chat/routes/business.py

@@ -2,7 +2,7 @@
 
 from flask import Blueprint, request
 
-from .. import business_service
+from .. import business_service, visitor_service
 
 bp = Blueprint('business', __name__)
 
@@ -13,7 +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')
@@ -23,4 +23,9 @@ def list_tickets():
 
 @bp.route('/api/rate', methods=['POST'])
 def rate_chat():
-    return business_service.rate_chat(request.json or {})
+    data = request.get_json(silent=True) or {}
+    if not isinstance(data, dict):
+        return {'ok': False}, 400
+    if not visitor_service.owns_human_session(data.get('sid')):
+        return {'ok': False}, 404
+    return business_service.rate_chat(data)

logistics_chat/routes/chat.py

@@ -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/files.py

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

logistics_chat/routes/visitor.py

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

logistics_chat/visitor_service.py

@@ -0,0 +1,100 @@
+"""Guest possession tokens isolate chat data; they never identify an order customer."""
+
+import hashlib
+import re
+import secrets
+
+from flask import g, has_app_context, jsonify, request
+
+from .db import connect
+
+
+COOKIE_NAME = 'baiyue_visitor'
+KEY_PATTERN = re.compile(r'[0-9a-f]{64}\Z')
+CUSTOMER_PATHS = {
+    '/stream_chat', '/api/new_chat', '/api/get_history', '/api/get_messages', '/api/del_history',
+    '/api/clear_all', '/api/upload', '/api/ticket', '/api/rate', '/api/feedback',
+    '/api/speech/config', '/api/speech/transcribe',
+}
+
+
+def valid_key(value):
+    return isinstance(value, str) and KEY_PATTERN.fullmatch(value) is not None
+
+
+def visitor_id():
+    return getattr(g, 'visitor_id', None) if has_app_context() else None
+
+
+def customer_tenant_id():
+    # Future login adapters may set this only after validating a customer session.
+    # Visitor cookies, request parameters and headers are deliberately not accepted.
+    value = getattr(g, 'customer_tenant_id', None) if has_app_context() else None
+    if isinstance(value, bool) or not isinstance(value, (str, int)):
+        return None
+    tenant = str(value).strip()
+    return tenant if tenant and len(tenant) <= 128 else None
+
+
+def attach_visitor():
+    key = request.cookies.get(COOKIE_NAME)
+    g.visitor_id = hashlib.sha256(key.encode('ascii')).hexdigest() if valid_key(key) else None
+    is_customer = request.path in CUSTOMER_PATHS or request.path.startswith('/api/visitor/human/')
+    if is_customer and not visitor_id():
+        return jsonify({'ok': False, 'e': '访客会话已失效，请刷新页面重试。'}), 401
+    if (is_customer or request.path == '/api/visitor/session') and request.method not in ('GET', 'HEAD', 'OPTIONS'):
+        origin = request.headers.get('Origin')
+        if origin and origin.rstrip('/') != request.host_url.rstrip('/'):
+            return jsonify({'ok': False, 'e': '请求来源无效。'}), 403
+
+
+def start_session(data):
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '访客会话格式无效。'}, 400
+    key = data.get('key')
+    if key is None:
+        existing = request.cookies.get(COOKIE_NAME)
+        key = existing if valid_key(existing) else secrets.token_hex(32)
+    if not valid_key(key):
+        return {'ok': False, 'error': '访客标识无效。'}, 400
+    response = jsonify({'ok': True, 'key': key})
+    response.set_cookie(COOKIE_NAME, key, max_age=365*24*3600, httponly=True,
+                        secure=request.is_secure, samesite='Lax', path='/')
+    response.headers['Cache-Control'] = 'no-store'
+    return response
+
+
+def owns_conversation(conv_id):
+    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())
+    finally:
+        connection.close()
+
+
+def owns_human_session(sid):
+    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())
+    finally:
+        connection.close()
+
+
+def owns_upload(name):
+    owner = visitor_id()
+    if not owner:
+        return False
+    connection = connect()
+    try:
+        return bool(connection.execute('SELECT 1 FROM visitor_uploads WHERE filename=? AND visitor_id=?',
+                                       (name, owner)).fetchone())
+    finally:
+        connection.close()

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 +42,8 @@ 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; }
 .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 +63,6 @@ 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 +70,6 @@ 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 +83,8 @@ 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 +94,6 @@ 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 +106,10 @@ 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 +126,8 @@ 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 +155,6 @@ 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 +172,6 @@ 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 +183,6 @@ 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 +195,35 @@ 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 +239,10 @@ 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 +250,13 @@ 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){
@@ -191,8 +192,8 @@ function appendMsg(message){
     }
     div.className = "msg " + (message.side === "customer" ? "cust" : "agent");
     let content = escapeText(message.content);
-    content = content.replace(/\[图片\](\/uploads\/[A-Za-z0-9_.%-]+)/g, '<a href="$1" target="_blank" rel="noopener"><img src="$1" alt="客户附件" class="message-image"></a>');
-    content = content.replace(/\[文件\](\/uploads\/[A-Za-z0-9_.%-]+)/g, '<a href="$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</a>');
+    content = content.replace(/\[图片\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener"><img src="/api/staff/uploads/$1" alt="客户附件" class="message-image"></a>');
+    content = content.replace(/\[文件\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</a>');
     const avatar = message.side === "customer" ? "客" : '<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.7" aria-hidden="true"><path d="M4 14v-3a8 8 0 0 1 16 0v3M19 17a4 4 0 0 1-4 4h-3"/><rect x="2" y="11" width="4" height="7" rx="2"/><rect x="18" y="11" width="4" height="7" rx="2"/></svg>';
     div.innerHTML = '<span class="message-avatar" aria-hidden="true">'+avatar+'</span><div class="message-stack"><div class="meta">'+(message.side === "customer" ? "客户" : "客服")+(message.ctime ? ' · '+escapeText(message.ctime.slice(11,16)) : '')+'</div><div class="bubble">'+content+'</div></div>';
     if(message.side === "agent"){

static/js/chat.js

@@ -1,10 +1,39 @@
 document.addEventListener('DOMContentLoaded', function(){
+const fetch = VisitorSession.fetch;
 const chatDom = document.getElementById("chatDom");
 const inputDom = document.getElementById("input-text");
 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;
@@ -22,7 +51,8 @@ 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){
@@ -112,20 +142,18 @@ 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){
@@ -210,8 +238,8 @@ 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，请问有什么可以帮您？输入订单号、入仓码或 Shipment ID 可查订单，或点击下方快捷选项。",
-        humanHours: "人工客服工作时间：每天 8:00-22:00。当前为非工作时间，请留言，工作时间会尽快回复您。",
+        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。",
@@ -220,13 +248,15 @@ 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！",
@@ -234,27 +264,25 @@ 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: "输入问题、订单号或入仓码…",
         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: "查询订单状态、了解专线报价，或联系人工客服。",
         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",
         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: "输入问题…",
         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。",
@@ -270,7 +298,6 @@ 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",
@@ -284,15 +311,12 @@ 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_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: ["输入订单号、入仓码或 Shipment ID", "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",
@@ -320,8 +344,8 @@ 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. Enter an order number, inbound code or Shipment ID, or choose a quick option below.",
-        humanHours: "Our team is available daily, 08:00–22:00. Please leave a message and we will reply during service hours.",
+        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.",
@@ -330,13 +354,15 @@ 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!",
@@ -344,27 +370,25 @@ 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: "Ask a question or enter an order number…",
         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: "Track a parcel, explore freight options, or speak to our team.",
         welcomeEyebrow: "EUROPE & UK LOGISTICS",
-        serviceScope: "Europe & UK freight support",
         serviceTag: "Logistics support",
-        quickLabel: "Quick help",
         footerTrack: "Order 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: "Message…",
         uploading: "Uploading your attachment…",
         uploadFailed: "Upload failed. Please select the file again.",
         serviceUnavailable: "Service is temporarily unavailable. Please try again later or contact support.",
@@ -382,7 +406,6 @@ 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",
@@ -396,15 +419,12 @@ 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_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: ["Check the latest shipment progress", "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",
@@ -477,6 +497,7 @@ 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;
@@ -584,7 +605,7 @@ 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>${question}</strong></span><span class="suggest-arrow" aria-hidden="true">↗</span></button>`;
     }).join("");
     return `
             <div class="ai-welcome-card">
@@ -592,7 +613,6 @@ function welcomeHTML(){
                     <div class="ai-avatar">${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>
@@ -640,11 +660,12 @@ 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;
@@ -660,10 +681,13 @@ 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();
@@ -810,6 +834,8 @@ 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; });
@@ -818,6 +844,8 @@ function ensureConv(){
 }
 
 function resetConversation(id){
+    flushDraft();
+    emojiPicker.close();
     if(voiceInput) voiceInput.cancel();
     if(cancelActive){ cancelActive(); cancelActive = null; }
     if(sseInstance){ sseInstance.close(); sseInstance = null; }
@@ -825,6 +853,7 @@ function resetConversation(id){
     clearAttachment();
     stopHumanMode();
     currentConvId = id;
+    restoreDraft();
     openingConv = null;
     creatingConv = null;
     sendPreparing = false;
@@ -840,7 +869,9 @@ 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)
@@ -871,8 +902,8 @@ function openConversation(id){
         requestAnimationFrame(function(){ scrollChatToEnd(true); });
     }).catch(function(){
         if(version !== conversationVersion) return;
-        openingConv = null;
-        setComposerStatus(t('networkFail'), true);
+        openingConv = 'failed';
+        setComposerStatus(t('historyLoadFailed'), true);
     });
 }
 
@@ -896,14 +927,6 @@ 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';
@@ -1032,7 +1055,30 @@ 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;
@@ -1061,24 +1107,6 @@ window.sendOrder = function(){
     }
 }
 
-function myOrders(){
-    var phone = window.prompt("请输入您的手机号：");
-    if(!phone) return;
-    addMsg("查询手机号 "+phone+" 的包裹...", false);
-    fetch("/api/my_orders?phone="+encodeURIComponent(phone))
-    .then(r=>r.json())
-    .then(d=>{
-        if(!d.orders.length){
-            addMsg("手机号 "+phone+" 下暂无运单记录。", false);
-        }else{
-            var txt = "您名下有 "+d.orders.length+" 个包裹：\n";
-            d.orders.forEach(function(o){ txt += "• "+o.track_no+"（"+o.status+"）\n"; });
-            addMsg(txt, false);
-        }
-    })
-    .catch(function(){ addMsg("查询失败，请重试", false); });
-}
-
 function updateHumanMode(){
     const banner = document.getElementById('human-session');
     const label = document.getElementById('human-session-label');
@@ -1116,11 +1144,10 @@ 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; }
@@ -1129,7 +1156,7 @@ window.showHuman = async function(){
     try{
         const cid = await ensureConv();
         if(humanRequestToken !== token || token.version !== conversationVersion) return;
-        const data = await humanRequest('/api/human/request', {conv_id:cid});
+        const data = await humanRequest('/api/visitor/human/request', {conv_id:cid});
         if(humanRequestToken !== token || token.version !== conversationVersion) return;
         if(data.closed){ await leaveOfflineMessage(); return; }
         if(!data.ok || !data.session_id) throw new Error('Human session failed');
@@ -1151,13 +1178,13 @@ async function returnToAI(){
     humanClosing = true;
     updateHumanMode();
     try{
-        const result = await humanRequest('/api/human/close', {sid:sid});
+        const result = await humanRequest('/api/visitor/human/close', {sid:sid});
         if(!result.ok) throw new Error('Close failed');
         if(version !== conversationVersion || window.humanSid !== sid) return;
         stopHumanMode();
         setComposerStatus('');
         addMsg(t('humanClosed'), false);
-        inputDom.focus();
+        focusComposer();
     }catch(error){
         if(version === conversationVersion) setComposerStatus(t('humanReturnFailed'), true);
     }finally{
@@ -1176,14 +1203,14 @@ async function sendHumanMessage(content){
     updateHumanMode();
     setComposerStatus(t('humanSending'));
     try{
-        const result = await humanRequest('/api/human/send', {sid:sid, conv_id:cid, side:'customer', content:content});
+        const result = await humanRequest('/api/visitor/human/send', {sid:sid, conv_id:cid, side:'customer', content:content});
         if(!result.ok) throw new Error('Send failed');
         if(version !== conversationVersion || humanSendingToken !== token) return;
         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;
@@ -1197,7 +1224,7 @@ 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:''});
@@ -1205,8 +1232,8 @@ 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);
     }
 }
 
@@ -1221,7 +1248,7 @@ function startHumanPoll(){
         if(window.humanSid !== sid || version !== conversationVersion || currentConvId !== cid){ clearInterval(pollTimer); return; }
         if(polling) return;
         polling=true;
-        humanRequest("/api/human/poll?sid="+sid+"&after="+last)
+        humanRequest("/api/visitor/human/poll?sid="+sid+"&after="+last)
         .then(d=>{
             if(window.humanSid !== sid || version !== conversationVersion || currentConvId !== cid) return;
             if(hadPollError){ setComposerStatus(''); hadPollError=false; }
@@ -1253,7 +1280,7 @@ function startHumanPoll(){
                 stopHumanMode();
                 setBusy(false);
                 addMsg(t('humanClosed'), false);
-                SupportUI.addRating(chatDom, sid, {question:t('ratingQuestion'), thanks:t('ratingThanks'), failed:t('ratingFailed')});
+                SupportUI.addRating(chatDom, sid, {question:t('ratingQuestion'), thanks:t('ratingThanks'), failed:t('ratingFailed'), fetch:fetch});
                 scrollChatToEnd();
                 return;
             }
@@ -1403,26 +1430,34 @@ 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);
@@ -1437,23 +1472,52 @@ 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);
 }
@@ -1488,7 +1552,7 @@ 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; }
@@ -1496,7 +1560,7 @@ 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);
@@ -1521,7 +1585,7 @@ 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);
@@ -1554,7 +1618,6 @@ 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
@@ -1731,14 +1794,20 @@ 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
@@ -1794,12 +1863,30 @@ 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 = '';
+    }
+    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;
@@ -1827,10 +1914,25 @@ 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({
+    fetch:fetch,
     toggle:document.getElementById('voice-toggle'), hold:document.getElementById('voice-hold'),
     panel:document.getElementById('voice-panel'), label:document.getElementById('voice-label'),
     clock:document.getElementById('voice-clock'), inputArea:document.querySelector('.input-area'), input:inputDom,

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{
@@ -15,6 +27,7 @@ var SupportUI = {
         }catch(error){}
     },
     addRating(container, sid, labels){
+        const request = labels.fetch || fetch;
         const box = document.createElement('section');
         box.className = 'service-rating';
         const question = document.createElement('p');
@@ -40,7 +53,7 @@ var SupportUI = {
                 sending = true;
                 Array.from(choices.children).forEach(function(item){ item.disabled = true; });
                 try{
-                    const response = await fetch('/api/rate', {method:'POST', headers:{'Content-Type':'application/json'}, body:JSON.stringify({sid:sid, stars:stars, comment:''})});
+                    const response = await request('/api/rate', {method:'POST', headers:{'Content-Type':'application/json'}, body:JSON.stringify({sid:sid, stars:stars, comment:''})});
                     const data = await response.json();
                     if(!response.ok || !data.ok) throw new Error('Rating failed');
                     box.textContent = labels.thanks+' '+ '★'.repeat(stars);
@@ -57,6 +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));
@@ -69,20 +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

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

static/js/voice.js

@@ -1,6 +1,7 @@
 // Short recordings use the same server ASR in mobile browsers and embedded browsers.
 var ChatVoice = {
     create(options){
+        const fetch = options.fetch || (typeof window.fetch === 'function' ? window.fetch.bind(window) : globalThis.fetch);
         const {toggle, hold, panel, label, clock, inputArea, input, text, status} = options;
         let session = null, mode = false;
         const active = current => session === current;
@@ -167,7 +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') }}">
@@ -22,7 +22,6 @@
         <div class="history-wrap" id="historyWrap"></div>
         <div class="sidebar-footer">
             <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>
@@ -44,14 +43,12 @@
                     <div class="ai-avatar"><svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.6" stroke-linecap="round" stroke-linejoin="round" aria-hidden="true"><path d="m4 7 8-4 8 4v10l-8 4-8-4Z"/><path d="m4 7 8 4 8-4M12 11v10M8 5l8 4"/></svg></div>
                     <div class="welcome-eyebrow">中欧 · 英国物流服务</div>
                     <h3>物流问题，随时为您解答</h3>
-                    <p>查询订单状态、了解专线报价，或联系人工客服。<br>从这里开始您的物流咨询。</p>
                 </div>
             </section>
         </div>
         <footer class="composer">
             <div 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="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>
@@ -61,18 +58,19 @@
                 <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="输入问题或运单号" placeholder="输入您的问题或运单号…"></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>
 <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/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; },
@@ -80,7 +93,8 @@ 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.startsWith('/api/human/poll') && hooks.poll) return hooks.poll(url);
+            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'){
                 let read = false;
@@ -91,14 +105,15 @@ async function customerPage(pageOptions = {}){
                 }})}};
             }
             const data = url === '/api/new_chat' ? {id:nextConvId++, welcome:'welcome'}
-                : url === '/api/human/request' ? {ok:true, session_id:7}
-                : url.startsWith('/api/human/poll') ? state
-                : ['/api/rate', '/api/human/send', '/api/human/close', '/api/ticket'].includes(url) || url.startsWith('/api/del_history') ? {ok:true}
+                : url === '/api/visitor/session' ? {ok:true,key:'1'.repeat(64)}
+                : 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/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', 'voice.js', 'chat.js']){
+    for(const file of ['support.js', 'visitor.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;
@@ -109,17 +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 +386,7 @@ test('all three footer questions leave the human queue and send to separate AI c
     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.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+    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);
 });
@@ -377,7 +401,7 @@ test('welcome and hot question buttons use the same AI routing as the footer', a
     }
     const requests = app.calls.filter(call => call.url === '/stream_chat');
     assert.deepEqual(requests.map(call => call.body.msg), ['欧洲海运专线报价', '如何申请理赔？']);
-    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/send').length, 0);
 });
 
 test('the welcome contact button opens the human queue and does not send an AI question', async () => {
@@ -386,7 +410,7 @@ test('the welcome contact button opens the human queue and does not send an AI q
     button.setAttribute('data-human-support', '');
     app.element('chatDom').listeners.click({target:button});
     await flush();
-    assert.equal(app.calls.filter(call => call.url === '/api/human/request').length, 1);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/request').length, 1);
     assert.equal(app.calls.filter(call => call.url === '/stream_chat').length, 0);
     assert.equal(app.element('human-session').hidden, false);
 });
@@ -397,7 +421,7 @@ test('new chat clears human routing and the next quote is sent to AI', async ()
     await app.context.window.fillInput('请报价，30KG发往美国FBA仓');
     await flush();
     assert.equal(app.calls.find(call => call.url === '/stream_chat').body.msg, '请报价，30KG发往美国FBA仓');
-    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 0);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/send').length, 0);
     assert.equal(app.context.window.__busy, false);
 });
 
@@ -454,7 +478,7 @@ test('a late history response cannot overwrite the latest quick conversation', a
 test('a delayed human connection cannot capture a newly selected AI topic', async () => {
     const app = await customerPage({human:false});
     let resolve;
-    app.hooks['/api/human/request'] = () => new Promise(done => { resolve=done; });
+    app.hooks['/api/visitor/human/request'] = () => new Promise(done => { resolve=done; });
     const connecting = app.context.window.showHuman();
     await flush();
     await app.click(app.quickButtons[1]);
@@ -468,15 +492,15 @@ test('a delayed human connection cannot capture a newly selected AI topic', asyn
 test('repeated contact clicks create one human request and show a visible queue state', async () => {
     const app = await customerPage({human:false});
     await Promise.all([app.context.window.showHuman(), app.context.window.showHuman()]);
-    assert.equal(app.calls.filter(call => call.url === '/api/human/request').length, 1);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/request').length, 1);
     assert.equal(app.element('human-session').hidden, false);
     assert.match(app.element('human-session-label').textContent, /正在排队/);
 });
 
 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/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);
@@ -484,20 +508,27 @@ test('the contact shortcut outside service hours submits a ticket without enteri
 
 test('a failed human send preserves the text and makes retry possible', async () => {
     const app = await customerPage();
-    app.hooks['/api/human/send'] = () => response({ok:false}, 503);
+    app.hooks['/api/visitor/human/send'] = () => response({ok:false}, 503);
     await app.context.window.fillInput('请确认这批货的价格');
     assert.equal(app.element('input-text').value, '请确认这批货的价格');
     assert.match(app.element('composer-status').textContent, /内容已保留/);
     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;
-    app.hooks['/api/human/send'] = () => new Promise(done => { resolve=done; });
+    app.hooks['/api/visitor/human/send'] = () => new Promise(done => { resolve=done; });
     const first = app.context.window.fillInput('请确认时效');
     await app.context.window.fillInput('请确认时效');
-    assert.equal(app.calls.filter(call => call.url === '/api/human/send').length, 1);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/send').length, 1);
     resolve(response({ok:true}));
     await first;
     assert.equal(app.element('input-text').value, '');
@@ -508,7 +539,7 @@ test('returning to AI explicitly closes the human session and preserves the conv
     await app.click(app.element('return-ai'));
     await app.context.window.fillInput('请继续解答');
     await flush();
-    assert.equal(app.calls.filter(call => call.url === '/api/human/close').length, 1);
+    assert.equal(app.calls.filter(call => call.url === '/api/visitor/human/close').length, 1);
     assert.equal(app.calls.find(call => call.url === '/stream_chat').body.conv_id, 1);
     assert.equal(app.context.window.humanSid, 0);
 });
@@ -634,12 +665,99 @@ 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});
         await app.voiceOptions.onText('语音识别的物流问题');
         await flush();
-        const call=app.calls.find(call=>call.url===(human ? '/api/human/send' : '/stream_chat'));
+        const call=app.calls.find(call=>call.url===(human ? '/api/visitor/human/send' : '/stream_chat'));
         assert.ok(call);
         assert.equal(human ? call.body.content : call.body.msg,'语音识别的物流问题');
         assert.match(app.element('chatDom').querySelector('.user-message').textContent,/语音识别的物流问题/);
@@ -682,7 +800,211 @@ test('an AI regeneration is not forwarded to a human session', async () => {
     await app.context.window.fillInput('之前的问题');await flush();
     const retry=app.element('chatDom').querySelectorAll('.msg-action-btn').find(button=>button.dataset.action==='retry');
     await app.context.window.showHuman();await app.click(retry);
-    assert.equal(app.calls.filter(call=>call.url==='/api/human/send').length,0);
+    assert.equal(app.calls.filter(call=>call.url==='/api/visitor/human/send').length,0);
     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 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/visitor.test.cjs

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

tests/frontend/voice.test.cjs

@@ -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

@@ -45,6 +45,8 @@ class ApiTests(unittest.TestCase):
         self.root = Path(self.directory.name)
         self.app = self.application(self.root)
         self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key':'1'*64})
+        self.app.extensions['rate_hits'].clear()
         from logistics_chat.order_data import import_records
         with self.app.app_context():
             connection = db.connect()
@@ -55,9 +57,14 @@ class ApiTests(unittest.TestCase):
             connection.close()
 
     def application(self, root):
-        return create_app({'TESTING': True, 'DATABASE': root/'history.db',
+        app = create_app({'TESTING': True, 'DATABASE': root/'history.db',
                            'UPLOAD_DIR': root/'uploads', 'BACKUP_DIR': root/'backups',
                            'LOG_DIR': root/'logs', 'DEEPSEEK_API_KEY': ''})
+        @app.before_request
+        def fixture_customer():
+            from flask import g
+            g.customer_tenant_id = 'fixture'
+        return app
 
     def conversation(self):
         return self.client.post('/api/new_chat').json['id']
@@ -371,6 +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_deployment.py

@@ -29,6 +29,7 @@ class DeploymentTests(unittest.TestCase):
 
         self.addCleanup(close_handlers)
         client = app.test_client()
+        client.post('/api/visitor/session', json={'key':'1'*64})
         for path in ('/', '/admin/dashboard', '/api/tickets', '/api/my_orders?phone=123'):
             self.assertEqual(client.get(path).status_code, 200, path)
         self.assertEqual(client.post('/admin/login', json={'username': 'demo', 'password': 'test-password'}).status_code, 401)

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
@@ -21,6 +21,7 @@ class DevIntegrationTests(unittest.TestCase):
             'UPLOAD_DIR': root/'uploads', 'BACKUP_DIR': root/'backups', 'LOG_DIR': root/'logs',
             'DEEPSEEK_API_KEY': '', 'RATE_LIMIT_PER_MIN': 1000})
         self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key': '1' * 64})
 
     def session(self):
         cid = self.client.post('/api/new_chat').json['id']
@@ -49,6 +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'], cwd=root,
+            ['node', '--test', 'tests/frontend/admin.test.cjs', 'tests/frontend/chat.test.cjs', 'tests/frontend/voice.test.cjs', 'tests/frontend/visitor.test.cjs', 'tests/frontend/drafts.test.cjs'], cwd=root,
             text=True, encoding='utf-8', capture_output=True, timeout=30,
         )
         self.assertEqual(result.returncode, 0, result.stdout + result.stderr)

tests/test_gray_activation.py

@@ -41,7 +41,17 @@ elif name == 'curl' and '-w' in args:
     if scenario == 'proxy-unsafe':
         print('200', end='')
         sys.exit(0)
-    print('401', end='')
+    path = '/' + args[-1].split('://', 1)[-1].partition('/')[2]
+    if '-c' in args:
+        pathlib.Path(args[args.index('-c') + 1]).write_text('fixture-visitor-cookie')
+    if '-b' in args:
+        assert pathlib.Path(args[args.index('-b') + 1]).read_text() == 'fixture-visitor-cookie'
+    status = '200' if path == '/' or path == '/api/visitor/session' or (path == '/api/get_history' and '-b' in args) else '401'
+    if scenario == 'visitor-bootstrap-fail' and path == '/api/visitor/session':
+        status = '503'
+    if scenario == 'visitor-history-fail' and path == '/api/get_history' and '-b' in args:
+        status = '503'
+    print(status, end='')
 elif name == 'sleep':
     pass
 '''
@@ -97,6 +107,7 @@ class GrayActivationTests(unittest.TestCase):
                                 env=environment, capture_output=True, text=True, timeout=30)
         self.assertEqual((root / 'data/history.db').read_bytes(), b'preserve-existing-data')
         self.assertEqual(unrelated.read_text(), '# unrelated site\n')
+        self.assertFalse(list(release.glob('.visitor-smoke.*')), 'Temporary visitor cookies must be removed on success and rollback')
         calls = [json.loads(line) for line in log.read_text().splitlines()]
         return result, root, proxy, previous, release, old_site, calls
 
@@ -119,6 +130,7 @@ class GrayActivationTests(unittest.TestCase):
         self.assertEqual((proxy.parent / 'baiyue-logistics-chat-gray-proxy/access.htpasswd').read_text(), 'previous-auth-hash\n')
         self.assertTrue(any(name == 'docker' and 'up' in args and str(previous / 'release.env') in args
                             for name, args in calls), result.stderr)
+        return result
 
     def test_failed_application_restores_previous_release(self):
         self.assert_rolled_back('app-fail')
@@ -132,6 +144,14 @@ class GrayActivationTests(unittest.TestCase):
     def test_unprotected_proxy_never_publishes_the_release_pointer(self):
         self.assert_rolled_back('proxy-unsafe')
 
+    def test_failed_visitor_bootstrap_rolls_back_and_removes_cookie_file(self):
+        result = self.assert_rolled_back('visitor-bootstrap-fail')
+        self.assertIn('Guest session bootstrap verification failed.', result.stderr)
+
+    def test_failed_cookie_history_rolls_back_and_removes_cookie_file(self):
+        result = self.assert_rolled_back('visitor-history-fail')
+        self.assertIn('Guest history verification failed.', result.stderr)
+
     def test_image_retagged_after_verified_load_is_rejected_before_activation(self):
         result, root, proxy, previous, release, old_site, calls = self.run_activation('image-mismatch')
         self.assertNotEqual(result.returncode, 0)

tests/test_gray_config.py

@@ -4,6 +4,7 @@ from dataclasses import replace
 from pathlib import Path
 import tempfile
 import unittest
+import re
 
 from dotenv import dotenv_values
 
@@ -57,6 +58,26 @@ class GrayConfigTests(unittest.TestCase):
                 self.assertNotIn(key, (path / name).read_text(encoding='utf-8'))
             self.assertIn('auth_basic_user_file', (path / 'site.conf').read_text(encoding='utf-8'))
 
+    def test_public_allowlist_keeps_staff_search_exports_and_order_endpoints_protected(self):
+        config = GrayConfig.from_environment(self.settings()).nginx_config()
+        self.assertTrue(config.startswith('# Managed for baiyue-logistics-chat-gray;'))
+        match = re.search(r'location ~ (\S+) \{([^}]+)\}', config)
+        self.assertIsNotNone(match)
+        pattern, body = match.groups()
+        self.assertIn('auth_basic off;', body)
+        self.assertIn('auth_basic "Baiyue gray acceptance";', config)
+        for path in ('/healthz','/stream_chat','/api/visitor/session','/api/get_history','/api/get_messages',
+                     '/api/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'):
+            with self.subTest(staff_path=path):self.assertNotRegex(path,pattern)
+        example=(Path(__file__).resolve().parents[1]/'deploy/nginx.conf.example').read_text(encoding='utf-8')
+        self.assertEqual(re.search(r'location ~ (\S+) \{',example)[1],pattern)
+        self.assertIn('location = / {\n        auth_basic off;',config)
+
     def test_invalid_model_credential_does_not_create_a_release_directory(self):
         config = GrayConfig.from_environment(self.settings())
         with tempfile.TemporaryDirectory() as directory:

tests/test_order_data.py

@@ -19,8 +19,11 @@ class OrderDataTests(unittest.TestCase):
             'UPLOAD_DIR':root/'uploads', 'BACKUP_DIR':root/'backups', 'LOG_DIR':root/'logs',
             'DEEPSEEK_API_KEY':'', 'ORDER_DATA_TENANT_ID':'', 'RATE_LIMIT_PER_MIN':1000})
         self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key':'1'*64})
         self.context = self.app.app_context()
         self.context.push()
+        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',
@@ -88,7 +91,8 @@ class OrderDataTests(unittest.TestCase):
 
     def test_server_tenant_scope_and_ambiguous_identifiers(self):
         self.import_rows([{**self.record, 'tenant_id':'tenant-b', 'gross_weight_kg':'99'}])
-        self.assertIn('多个订单', self.events(self.record['order_no'])[0]['t'])
+        fields = self.events(self.record['order_no'])[0]['card']['fields']
+        self.assertEqual(next(field['value'] for field in fields if field['key']=='weight'), '30.000 kg')
         self.app.config['ORDER_DATA_TENANT_ID'] = 'tenant-a'
         rows = order_data.lookup_order(self.record['order_no'])
         self.assertEqual(len(rows), 1)

tests/test_speech.py

@@ -37,6 +37,7 @@ class SpeechTests(unittest.TestCase):
             'DEEPSEEK_API_KEY': 'separate-chat-key', 'ASR_PROVIDER':'dashscope', 'ASR_API_KEY': 'asr-test-key',
             'ASR_URL': 'https://asr.example.test/chat/completions', 'ASR_MODEL': 'test-asr', 'RATE_LIMIT_PER_MIN':1000})
         self.client = self.app.test_client()
+        self.client.post('/api/visitor/session', json={'key':'1'*64})
 
     def recording(self, content=b'\x1aE\xdf\xa3' + b'x' * 40, mime='audio/webm', duration='2.5', **extra):
         response = self.client.post('/api/speech/transcribe', data={'audio': (io.BytesIO(content), 'private-filename.webm', mime),

tests/test_storage.py

@@ -6,6 +6,8 @@ from pathlib import Path
 import tempfile
 import time
 import unittest
+from concurrent.futures import ThreadPoolExecutor
+from threading import Barrier
 
 from flask import Flask
 from werkzeug.datastructures import FileStorage
@@ -29,6 +31,27 @@ class StorageTests(unittest.TestCase):
         self.addCleanup(self.context.pop)
         db.init_db()
 
+    def test_concurrent_startup_migrates_legacy_history_once_without_claiming_it(self):
+        connection = db.connect()
+        connection.executescript('DROP TABLE chat_history; CREATE TABLE chat_history '
+            '(id INTEGER PRIMARY KEY, title TEXT NOT NULL, ctime TEXT NOT NULL);'
+            "INSERT INTO chat_history VALUES(1,'旧记录','now');")
+        connection.close()
+        gate = Barrier(4)
+
+        def initialize():
+            with self.app.app_context():
+                gate.wait(timeout=5)
+                db.init_db()
+
+        with ThreadPoolExecutor(max_workers=4) as workers:
+            for result in workers.map(lambda _: initialize(), range(4)):
+                self.assertIsNone(result)
+        connection = db.connect()
+        self.assertEqual(connection.execute('SELECT title, visitor_id FROM chat_history').fetchall(), [('旧记录', None)])
+        self.assertEqual(connection.execute('SELECT COUNT(*) FROM messages WHERE conv_id=1').fetchone()[0], 1)
+        connection.close()
+
     def test_old_schema_is_migrated_and_legacy_title_backfilled(self):
         connection = db.connect()
         connection.executescript('DROP TABLE chat_history; CREATE TABLE chat_history '
@@ -100,6 +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

@@ -0,0 +1,157 @@
+"""Independent guests cannot read, mutate or claim each other's chat data."""
+
+import io
+from pathlib import Path
+import tempfile
+import unittest
+from unittest.mock import patch
+from datetime import datetime
+
+from logistics_chat import create_app, db
+
+
+class VisitorTests(unittest.TestCase):
+    def setUp(self):
+        directory = tempfile.TemporaryDirectory()
+        self.addCleanup(directory.cleanup)
+        root = Path(directory.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':'','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)):
+            self.assertEqual(client.post('/api/visitor/session',json={'key':key}).status_code,200)
+
+    def conversation(self, client, text):
+        cid = client.post('/api/new_chat').json['id']
+        with self.app.app_context(): db.save_message(cid,'user',text)
+        return cid
+
+    def human(self, client, cid):
+        with patch('logistics_chat.human_service.datetime') as clock:
+            clock.now.return_value = datetime(2026,10,30,12)
+            return client.post('/api/visitor/human/request',json={'conv_id':cid}).json['session_id']
+
+    def test_entry_is_public_but_customer_apis_need_a_guest_session_without_basic_login(self):
+        fresh = self.app.test_client()
+        self.assertEqual(fresh.get('/').status_code,200)
+        response = fresh.get('/api/get_history')
+        self.assertEqual(response.status_code,401)
+        self.assertNotIn('WWW-Authenticate',response.headers)
+        self.assertEqual(fresh.post('/api/new_chat').status_code,401)
+        self.assertEqual(self.a.get('/api/get_history').json,[])
+
+    def test_guest_key_is_restorable_but_only_its_hash_is_stored(self):
+        cid = self.conversation(self.a,'A_PRIVATE')
+        restored = self.app.test_client()
+        response = restored.post('/api/visitor/session',json={'key':'1'*64},base_url='https://localhost')
+        for flag in ('HttpOnly','Secure','SameSite=Lax'):
+            self.assertIn(flag,response.headers['Set-Cookie'])
+        self.assertEqual(restored.get('/api/get_history').json[0]['id'],cid)
+        with self.app.app_context():
+            connection=db.connect()
+            owner=connection.execute('SELECT visitor_id FROM chat_history WHERE id=?',(cid,)).fetchone()[0]
+            connection.close()
+        self.assertEqual(len(owner),64)
+        self.assertNotEqual(owner,'1'*64)
+
+    def test_listing_loading_and_streaming_never_expose_another_guest(self):
+        a = self.conversation(self.a,'A_PRIVATE')
+        b = self.conversation(self.b,'B_PRIVATE')
+        self.assertEqual([row['id'] for row in self.a.get('/api/get_history').json],[a])
+        self.assertEqual([row['id'] for row in self.b.get('/api/get_history').json],[b])
+        self.assertEqual(self.a.get(f'/api/get_messages?conv_id={b}').json,[])
+        self.assertEqual(self.b.get(f'/api/get_messages?conv_id={a}').json,[])
+        with patch('logistics_chat.ai_client.post_completion') as model:
+            response=self.a.post('/stream_chat',json={'msg':'继续上一段对话','conv_id':b})
+        self.assertIn('新建对话',response.get_data(as_text=True))
+        self.assertNotIn('B_PRIVATE',response.get_data(as_text=True))
+        self.assertEqual(len(self.b.get(f'/api/get_messages?conv_id={b}').json),2)
+        model.assert_not_called()
+
+    def test_delete_and_clear_only_affect_the_current_guest_and_keep_unowned_legacy_data(self):
+        a = self.conversation(self.a,'A_PRIVATE')
+        b = self.conversation(self.b,'B_PRIVATE')
+        sid_a,sid_b=self.human(self.a,a),self.human(self.b,b)
+        self.a.post('/api/visitor/human/send',json={'sid':sid_a,'content':'A_SUPPORT'})
+        self.b.post('/api/visitor/human/send',json={'sid':sid_b,'content':'B_SUPPORT'})
+        with self.app.app_context():
+            connection=db.connect()
+            legacy=connection.execute("INSERT INTO chat_history(title,ctime) VALUES('LEGACY_PRIVATE','now')").lastrowid
+            connection.commit();connection.close()
+        self.assertEqual(self.a.delete(f'/api/del_history?id={b}').status_code,404)
+        self.assertTrue(self.a.delete('/api/clear_all').json['ok'])
+        self.assertEqual(self.a.get('/api/get_history').json,[])
+        self.assertEqual(self.b.get('/api/get_history').json[0]['id'],b)
+        self.assertEqual(self.b.get(f'/api/visitor/human/poll?sid={sid_b}').json['messages'][0]['content'],'B_SUPPORT')
+        with self.app.app_context():
+            connection=db.connect()
+            self.assertEqual(connection.execute('SELECT id FROM chat_history ORDER BY id').fetchall(),[(b,),(legacy,)])
+            connection.close()
+
+    def test_customer_human_routes_enforce_owner_and_role_and_hide_internal_notes(self):
+        a=self.conversation(self.a,'A_PRIVATE')
+        sid=self.human(self.a,a)
+        self.assertEqual(self.b.post('/api/visitor/human/request',json={'conv_id':a}).status_code,404)
+        self.assertEqual(self.b.get(f'/api/visitor/human/poll?sid={sid}').status_code,404)
+        for action in ('send','close'):
+            self.assertEqual(self.b.post('/api/visitor/human/'+action,json={'sid':sid,'content':'attack'}).status_code,404)
+        self.assertEqual(self.a.post('/api/visitor/human/send',json={'sid':sid,'side':'agent','content':'fake agent'}).status_code,403)
+        self.a.post('/api/human/note',json={'sid':sid,'note':'STAFF_PRIVATE'})
+        response=self.a.get(f'/api/visitor/human/poll?sid={sid}')
+        self.assertNotIn('note',response.json)
+        self.assertNotIn('STAFF_PRIVATE',response.get_data(as_text=True))
+        self.assertEqual(self.b.post('/api/rate',json={'sid':sid,'stars':5}).status_code,404)
+        self.assertEqual(self.a.post('/api/rate',json=[1]).status_code,400)
+        self.assertEqual(self.a.post('/api/rate',json={'sid':sid,'stars':5}).status_code,200)
+
+    def test_uploads_are_private_and_legacy_files_are_not_assigned_to_new_visitors(self):
+        response=self.a.post('/api/upload',data={'file':(io.BytesIO(b'A_PRIVATE'),'note.txt')})
+        url=response.json['url']
+        with self.a.get(url) as downloaded:
+            self.assertEqual(downloaded.data,b'A_PRIVATE')
+            self.assertIn('no-store',downloaded.headers['Cache-Control'])
+        self.assertEqual(self.b.get(url).status_code,404)
+        self.assertEqual(self.app.test_client().get(url).status_code,404)
+        root=Path(self.app.config['UPLOAD_DIR'])
+        (root/'legacy.txt').write_text('LEGACY_PRIVATE')
+        self.assertEqual(self.a.get('/uploads/legacy.txt').status_code,404)
+        with self.a.get('/api/staff'+url) as staff:
+            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'):
+            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):
+            self.assertEqual(self.a.post('/api/visitor/session',json={'key':key}).status_code,400)
+        self.assertEqual(self.a.post('/api/visitor/session',json={'key':'2'*64},headers={'Origin':'https://attacker.example'}).status_code,403)
+        self.assertEqual(self.a.post('/api/visitor/session',data={'key':'2'*64}).status_code,400)
+        self.assertEqual(self.a.post('/api/visitor/session',json={'key':'1'*64,'padding':'x'*2000}).status_code,413)
+        self.assertEqual(self.a.get('/api/get_history').json[0]['id'],cid)
+
+    def test_owned_support_polling_is_not_counted_as_chat_generation_and_bounds_its_cursor(self):
+        cid=self.conversation(self.a,'A_PRIVATE')
+        sid=self.human(self.a,cid)
+        self.app.config['RATE_LIMIT_PER_MIN']=1
+        self.app.extensions['rate_hits'].clear()
+        self.assertEqual(self.a.get('/api/get_history').status_code,200)
+        self.assertEqual(self.a.get('/api/get_history').status_code,429)
+        self.assertEqual(self.a.get(f'/api/visitor/human/poll?sid={sid}').status_code,200)
+        self.assertEqual(self.b.get(f'/api/visitor/human/poll?sid={sid}').status_code,404)
+        self.assertEqual(self.a.get(f'/api/visitor/human/poll?sid={sid}&after=9999999999999999999999999').status_code,400)