新增订单概况并优化自动刷新和错误提示

- 拆分应用工厂、业务服务与路由，保留原有 HTTP/SSE 和存储入口
- 分离页面资源，重排客服工作台并完善响应式导航、草稿和附件交互
- 整理维护脚本、请求示例和贡献指南，移除启动脚本中的密钥配置
- 上传文件改为仅本地保留，补充隔离的后端与前端回归验证

验证：46 项 Python 测试通过，含 14 个已有子测试；12 个 Node 前端场景通过。

.dockerignore

@@ -0,0 +1,30 @@
+**
+!requirements.txt
+!am.py
+!rates_extra.py
+!start.bat
+!启动.bat
+!logistics_chat/
+!logistics_chat/**
+!templates/
+!templates/**
+!static/
+!static/**
+!deploy/
+!deploy/**
+!scripts/
+!scripts/**
+!tests/
+!tests/**
+**/__pycache__/
+**/*.pyc
+**/.env
+**/.env.*
+**/*.db
+**/*.sqlite3
+**/runtime.env
+**/release.env
+**/*.htpasswd
+**/*.pem
+**/*.key
+**/tls/

.env.example

@@ -0,0 +1,28 @@
+# Copy this file to .env in the repository root and enter your DeepSeek API key.
+# The application reads .env at startup. Restart after changing this file.
+# The process environment takes precedence, including an explicitly empty value.
+# Keep real credentials in .env; never put them in this example or source files.
+DEEPSEEK_API_KEY=
+# Daily verified SQLite backup while the application is running (Beijing date).
+AUTO_BACKUP_ENABLED=true
+# Optional fixed tenant scope for the internal order test dataset. Empty = all imported test rows.
+ORDER_DATA_TENANT_ID=
+# Default front-end customer account: admin / 123456. It grants no staff access.
+CUSTOMER_DEMO_ENABLED=true
+CUSTOMER_DEMO_USERNAME=admin
+# Bind one explicit tenant, or leave empty to use the current local dataset grants.
+CUSTOMER_DEMO_TENANT_ID=
+# On initial association, grant the default account the tenants currently in the local table.
+CUSTOMER_DEMO_LOCAL_ORDERS=true
+# Optional password hash used only when creating the default account; not plaintext.
+# CUSTOMER_DEMO_PASSWORD_HASH=
+# Short-recording ASR is independent of DEEPSEEK_API_KEY. No credentials = voice input unavailable.
+ASR_PROVIDER=baidu
+BAIDU_ASR_API_KEY=
+BAIDU_ASR_SECRET_KEY=
+# Optional absolute ffmpeg executable path. Empty = find ffmpeg on PATH. Docker includes it.
+FFMPEG_BIN=
+# Optional alternative: ASR_PROVIDER=dashscope, with a separate Alibaba Cloud Model Studio key.
+ASR_API_KEY=
+ASR_URL=https://dashscope.aliyuncs.com/compatible-mode/v1/chat/completions
+ASR_MODEL=qwen3-asr-flash

.gitattributes

@@ -0,0 +1,7 @@
+deploy/*.service text eol=lf
+deploy/*.sh text eol=lf
+deploy/*.example text eol=lf
+deploy/*.yml text eol=lf
+Jenkinsfile text eol=lf
+Dockerfile text eol=lf
+.dockerignore text eol=lf

.gitignore

@@ -4,6 +4,10 @@ __pycache__/
 *.pyo
 .pytest_cache/
 
+# 虚拟环境
+.venv/
+venv/
+
 # 数据库（含聊天记录，不要提交）
 *.db
 *.db-journal
@@ -17,11 +21,24 @@ __pycache__/
 # 环境变量与密钥
 .env
 .env.*
-!.env.example      # 配置示例（不含 Key），需要提交
+# 配置示例（不含 Key），需要提交
+!.env.example
+
+# 运行时数据，仅保留上传目录占位文件
+/logs/
+/backups/
+/uploads/*
+!/uploads/.gitkeep
 
 # 自签证书与私钥（本地演示用，不要提交）
 cert.pem
 key.pem
+*.pem
+*.key
+*.htpasswd
+runtime.env
+release.env
+/work/
 
 # 系统文件
 Thumbs.db

AGENTS.md

@@ -0,0 +1,72 @@
+# Repository Guidelines
+
+## Project Structure & Module Navigation
+
+Use `am.py` for CLI/WSGI, `logistics_chat/` for business code, and `static/css/`/`static/js/` for page assets. [Architecture](docs/architecture.md) defines module contracts and extraction rules.
+
+| Area | Files and search anchors |
+|---|---|
+| AI | `logistics_chat/chat_service.py`: `create_chat_stream`; `logistics_chat/ai_client.py`: `post_completion` |
+| Voice input | `static/js/voice.js`: `ChatVoice.create`; `logistics_chat/speech_service.py`: `transcribe_recording`, `baidu_transcribe`; `logistics_chat/routes/speech.py` |
+| Guest identity | `static/js/visitor.js`: bootstrap and cookie recovery; `logistics_chat/visitor_service.py`: owner checks; `routes/visitor.py`: customer human support |
+| Customer login | `logistics_chat/customer_service.py`: sessions, default customer bootstrap, order conversation binding; `routes/customer.py`; `static/js/customer.js`: login and logout |
+| My orders | `logistics_chat/customer_order_service.py`: scoped overview counts, status filters, read-only list and exact detail; `routes/customer.py`: `/api/customer/orders`; `static/js/customer_orders.js`: automatic login panel, pagination, tracking, logout cleanup |
+| Staff login | `logistics_chat/staff_service.py`: opaque 24-hour sessions, default-deny endpoint allowlist, CSRF, login/logout; `routes/admin.py`; `static/js/admin.js` |
+| Chat drafts | `static/js/drafts.js`: `ChatDrafts.create`; `chat.js`: `flushDraft`, `restoreDraft`, startup recovery |
+| Knowledge | `logistics_chat/knowledge.py`: `knowledge_list`, `search_knowledge`; `docs/knowledge.md` |
+| Pricing | `logistics_chat/pricing.py`: `RATES`, `calc_freight`; `logistics_chat/rates_extra.py` |
+| Tracking | `logistics_chat/tracking.py`: `extract_tracking_no`, `build_track`, `CARD_PREFIX` |
+| Order test data | `logistics_chat/order_data.py`: `lookup_order`, `answer_query`, `import_records`; `scripts/import_order_test_data.py` |
+| Persistence | `logistics_chat/db.py`: `init_db`, `save_message`; `logistics_chat/history_service.py` |
+| DB maintenance | `logistics_chat/db.py`: `SCHEMA_VERSION`, `MIGRATIONS`; `database_backup.py`: verified snapshots, daily worker, offline restore; `scripts/db_maintenance.py`; `docs/database-maintenance.md` |
+| Human support | `logistics_chat/human_service.py`: lifecycle, transfer, notes, recall, five-minute queue timeout; `logistics_chat/routes/human.py` |
+| Offline tickets | `logistics_chat/ticket_service.py`: schema v3, `init_ticket_history`, owner-only claim/notes/completion, search, `ticket_summary`, `ticket_events`, overdue timers; `routes/business.py`; `static/js/admin_tickets.js`: drafts, alerts, timeline |
+| Business / files | `logistics_chat/business_service.py`, `logistics_chat/file_service.py`; `logistics_chat/routes/` |
+| Customer attachments | `static/js/attachments.js`: paste/drop gestures, image viewer; `chat.js`: `uploadAttachment`, upload lifecycle |
+| UI | `templates/`; `static/css/theme.css`: tokens; page CSS; `static/js/chat.js`: `doSend`, `I18N`; `static/js/admin.js`: `poll`, `sendReply`, `setChatView`; `admin_tools.js`: notes, transfer, search; `support.js`: emoji, notifications, rating |
+| Startup / hooks | `logistics_chat/__init__.py`: `create_app`; `config.py`: `default_config`; `hooks.py`, `runtime.py` in that package |
+| CLI / tests | `start.bat`: `probe_python`; `scripts/`, `tests/`, `examples/requests/` |
+| Deployment | `Jenkinsfile`, `Dockerfile`; `deploy/gray_config.py`: `GrayConfig`; publish/activate/TLS scripts; `docs/deployment.md` |
+
+## Efficient Search & File Boundaries
+
+Start with mapped files, then follow callers. Prefer symbols over saved line numbers. `rg --files` includes untracked source; respect ignored runtime data.
+
+```powershell
+rg --files
+rg -n -F -e 'calc_freight' -e '/api/human/' logistics_chat static/js
+```
+
+Routes adapt HTTP; services compose rules, persistence, and model calls. Keep pure rules independent of Flask. Preserve URL/SSE/storage contracts and update navigation after moves.
+
+## Build, Test, and Development Commands
+
+Run from the repository root:
+
+```powershell
+py -3 -m venv .venv
+.\.venv\Scripts\python.exe -m pip install -r requirements.txt
+Copy-Item .env.example .env # First run only; set DEEPSEEK_API_KEY inside .env.
+.\.venv\Scripts\python.exe am.py
+.\.venv\Scripts\python.exe -m unittest discover -s tests -v
+```
+
+`start.bat` prefers active `VIRTUAL_ENV`; verify with `start.bat --check-python`. No frontend build is required.
+
+## Coding Style & Naming Conventions
+
+Use four-space Python indentation, `snake_case`, `UPPER_SNAKE_CASE` constants, and JavaScript `camelCase`. Preserve Chinese terminology. No formatter/linter is configured.
+
+## Testing Guidelines
+
+Use `tests/test_<feature>.py` and `test_<behavior>`. Mock DeepSeek; configure temporary database/upload/backup/log paths before `create_app`. Pytest: `.\.venv\Scripts\python.exe -m pytest -v`; Linux/macOS: `.venv/bin/python -m pytest -v`.
+
+Tests run `tests/frontend/admin.test.cjs`, `chat.test.cjs`, `voice.test.cjs`, `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
+
+History uses concise Chinese summaries. Keep commits focused. PRs explain behavior, validation, linked issues, and UI screenshots.
+
+## 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`; order and staff tables start empty. The requested default customer account is separate from staff and stores only a password hash. Default HOST is `0.0.0.0`; Linux deployment binds loopback. Staff authentication uses independent server-side sessions with absolute 24-hour expiry and CSRF checks; keep the Nginx perimeter, protect staff and unknown routes by default, and expose only the reviewed customer endpoint allowlist. Tests authenticate staff through the real login flow; never bypass authentication in testing. Never expose the upstream port publicly. Guest keys authorize public chat history, never customer orders. Order facts and sensitive conversation history require the server-validated customer and tenant; never accept tenant claims from client input. Do not assign unowned legacy records to a new visitor.

Dockerfile

@@ -0,0 +1,44 @@
+ARG PYTHON_BASE_IMAGE=python:3.12-slim
+FROM ${PYTHON_BASE_IMAGE} AS runtime
+
+ENV PYTHONUNBUFFERED=1 \
+    PYTHONDONTWRITEBYTECODE=1 \
+    PIP_DISABLE_PIP_VERSION_CHECK=1
+WORKDIR /app
+COPY requirements.txt ./
+ARG DEBIAN_MIRROR=https://deb.debian.org
+RUN case "$DEBIAN_MIRROR" in https://deb.debian.org|https://mirrors.tuna.tsinghua.edu.cn) ;; *) exit 2;; esac \
+    && sed -i "s|http://deb.debian.org|$DEBIAN_MIRROR|g" /etc/apt/sources.list.d/debian.sources \
+    && apt-get -o Acquire::Retries=2 -o Acquire::https::Timeout=30 update \
+    && apt-get -o Acquire::Retries=2 -o Acquire::https::Timeout=30 install -y --no-install-recommends ffmpeg \
+    && rm -rf /var/lib/apt/lists/*
+RUN python -m pip install --no-cache-dir -r requirements.txt \
+    && groupadd --gid 10001 baiyue \
+    && useradd --uid 10001 --gid 10001 --no-create-home --home-dir /nonexistent --shell /usr/sbin/nologin baiyue \
+    && mkdir -p /var/lib/baiyue-logistics-chat /var/log/baiyue-logistics-chat \
+    && chown 10001:10001 /var/lib/baiyue-logistics-chat /var/log/baiyue-logistics-chat
+COPY am.py rates_extra.py ./
+COPY logistics_chat/ ./logistics_chat/
+COPY templates/ ./templates/
+COPY static/ ./static/
+COPY deploy/__init__.py deploy/wsgi.py ./deploy/
+COPY scripts/import_order_test_data.py scripts/db_maintenance.py ./scripts/
+USER 10001:10001
+EXPOSE 5000
+HEALTHCHECK --interval=10s --timeout=3s --start-period=10s --retries=6 \
+    CMD ["python", "-c", "import urllib.request; urllib.request.urlopen('http://127.0.0.1:5000/healthz', timeout=2).close()"]
+CMD ["python", "-m", "waitress", "--listen=0.0.0.0:5000", "--threads=8", "--channel-timeout=300", "--max-request-body-size=12582912", "--url-scheme=https", "--call", "deploy.wsgi:create_app"]
+
+FROM runtime AS test
+COPY deploy/ ./deploy/
+COPY tests/ ./tests/
+COPY scripts/ ./scripts/
+COPY start.bat 启动.bat ./
+RUN python -m pytest -q -p no:cacheprovider
+
+FROM ${PYTHON_BASE_IMAGE} AS certbot
+ENV PYTHONUNBUFFERED=1 PYTHONDONTWRITEBYTECODE=1
+RUN python -m pip install --no-cache-dir certbot==5.8.0
+ENTRYPOINT ["certbot"]
+
+FROM runtime AS production

Jenkinsfile

@@ -0,0 +1,88 @@
+pipeline {
+  agent { label 'java-builder' }
+  options {
+    timestamps()
+    disableConcurrentBuilds()
+    skipDefaultCheckout(true)
+    timeout(time: 30, unit: 'MINUTES')
+  }
+  stages {
+    stage('Checkout selected gray revision') {
+      steps {
+        script {
+          if (env.JOB_BASE_NAME != 'baiyue-logistics-chat-gray' || params.ENVIRONMENT != 'gray') {
+            error('This pipeline is restricted to the logistics chat gray job')
+          }
+          checkout scm
+          env.SOURCE_COMMIT = sh(script: 'git rev-parse HEAD', returnStdout: true).trim()
+          env.CHAT_IMAGE = "baiyue-logistics-chat-gray:${env.SOURCE_COMMIT.take(12)}-b${env.BUILD_NUMBER}"
+          env.CERTBOT_IMAGE = "baiyue-logistics-chat-certbot:${env.SOURCE_COMMIT.take(12)}-b${env.BUILD_NUMBER}"
+          if (!(params.PYTHON_BASE_IMAGE ==~ /[A-Za-z0-9][A-Za-z0-9._\/:@-]+/)) {
+            error('Invalid Python base image reference')
+          }
+          if (!((params.ASR_PROVIDER ?: '') in ['', 'baidu'])) {
+            error('Gray speech provider must be baidu or disabled')
+          }
+          if (!((params.DEBIAN_MIRROR ?: 'https://deb.debian.org') in ['https://deb.debian.org', 'https://mirrors.tuna.tsinghua.edu.cn'])) {
+            error('Select a supported Debian mirror')
+          }
+        }
+        sh '''set -eu
+          for file in deploy/*.sh; do bash -n "$file"; done
+          node --test tests/frontend/*.test.cjs
+        '''
+      }
+    }
+    stage('Build and test image') {
+      steps {
+        withEnv(["PYTHON_BASE_IMAGE=${params.PYTHON_BASE_IMAGE}", "DEBIAN_MIRROR=${params.DEBIAN_MIRROR ?: 'https://deb.debian.org'}"]) {
+          sh '''set -eu
+            docker build --target test --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" -t "$CHAT_IMAGE-test" .
+            docker build --target production --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" \
+              --label "org.opencontainers.image.revision=$SOURCE_COMMIT" -t "$CHAT_IMAGE" .
+            docker build --target certbot --build-arg PYTHON_BASE_IMAGE="$PYTHON_BASE_IMAGE" --build-arg DEBIAN_MIRROR="$DEBIAN_MIRROR" \
+              --label "org.opencontainers.image.revision=$SOURCE_COMMIT" -t "$CERTBOT_IMAGE" .
+          '''
+        }
+        script {
+          env.CHAT_IMAGE_ID = sh(script: 'docker image inspect --format "{{.Id}}" "$CHAT_IMAGE"', returnStdout: true).trim()
+          env.CERTBOT_IMAGE_ID = sh(script: 'docker image inspect --format "{{.Id}}" "$CERTBOT_IMAGE"', returnStdout: true).trim()
+        }
+      }
+    }
+    stage('Deploy isolated gray service') {
+      steps {
+        lock(resource: 'baiyue-logistics-chat-gray-release') {
+          withEnv([
+            "PUBLIC_ORIGIN=${params.PUBLIC_ORIGIN}", "HOST_PORT=${params.HOST_PORT}",
+            "GRAY_DEPLOY_DIR=${params.GRAY_DEPLOY_DIR}", "GRAY_PROXY_CONF_DIR=${params.GRAY_PROXY_CONF_DIR}",
+            "GRAY_TLS_CERT_FILE=${params.GRAY_TLS_CERT_FILE}", "GRAY_TLS_KEY_FILE=${params.GRAY_TLS_KEY_FILE}",
+            "ASR_PROVIDER=${params.ASR_PROVIDER ?: ''}"
+          ]) {
+            withCredentials([
+              sshUserPrivateKey(credentialsId: params.SSH_CREDENTIAL_ID, keyFileVariable: 'TARGET_SSH_KEY', usernameVariable: 'TARGET_SSH_USER'),
+              string(credentialsId: params.SSH_HOST_CREDENTIAL_ID, variable: 'TARGET_SSH_HOST'),
+              file(credentialsId: params.SSH_KNOWN_HOSTS_CREDENTIAL_ID, variable: 'TARGET_SSH_KNOWN_HOSTS'),
+              string(credentialsId: params.DEEPSEEK_CREDENTIAL_ID, variable: 'DEEPSEEK_API_KEY'),
+              string(credentialsId: params.BAIDU_ASR_API_KEY_CREDENTIAL_ID, variable: 'BAIDU_ASR_API_KEY'),
+              string(credentialsId: params.BAIDU_ASR_SECRET_KEY_CREDENTIAL_ID, variable: 'BAIDU_ASR_SECRET_KEY'),
+              usernamePassword(credentialsId: params.PREVIEW_AUTH_CREDENTIAL_ID, usernameVariable: 'PREVIEW_USERNAME', passwordVariable: 'PREVIEW_PASSWORD')
+            ]) {
+              sh 'bash deploy/publish-gray.sh'
+              script {
+                if (params.IMPORT_ORDER_SAMPLES) {
+                  withCredentials([
+                    file(credentialsId: params.ORDER_SNAPSHOT_CREDENTIAL_ID, variable: 'ORDER_SNAPSHOT_FILE'),
+                    file(credentialsId: params.TRACKING_SNAPSHOT_CREDENTIAL_ID, variable: 'TRACKING_SNAPSHOT_FILE')
+                  ]) {
+                    sh 'bash deploy/import-gray-order-samples.sh'
+                  }
+                }
+              }
+            }
+          }
+        }
+      }
+    }
+  }
+}

README.md

@@ -8,28 +8,34 @@
 - **知识库优先**：优先使用本地知识库回答，减少模型编造
 - **追问兜底**：当前问题没命中关键词时，用上一句提问去检索
 - **运费试算**：识别重量/尺寸/渠道，按报价表阶梯单价计算并展示完整明细
-- **运单号查询**：发送 8~20 位运单号，返回时间轴轨迹卡片
+- **订单查询**：直接输入入仓码查询订单与已有轨迹，卡片主显示入仓码；兼容订单号与 Shipment ID，展示概要、申报重量/体积和业务状态历史，不生成模拟运输轨迹
 - **历史会话**：会话保存到 SQLite，支持打开、搜索、删除
 - **交互**：停止生成、复制（纯文本）、重答、多行输入、回到底部
 - **中英文切换**：右上角「中/EN」按钮或快捷键 `Ctrl + L`
 - **异常处理**：接口超时、Key 失效、中断时给出明确提示与重试
+- **会话恢复**：连接中断保留已收到的正文；切换话题取消旧附件，等待建会话时保留新草稿；历史加载失败保留已有列表
 - **深色模式**：右上角切换，偏好本地保存
 - **响应式**：窄屏下侧栏自动变为抽屉
+- **附件预览**：发送前查看文件名或缩略图，可移除待发送附件
+- **客服工作台**：默认展示会话列表与全高聊天区，统计收在「数据概览」，服务资料按需展开；支持会话搜索、多行回复和切换会话保留草稿，常用回复先填入再发送
+- **手机客服接待**：会话列表与聊天整屏切换，返回列表保留草稿；回复框固定在聊天底部，可从列表或聊天打开服务资料
 
 ## 报价数据
 
-运费试算使用 **炜易达 VIP 报价表（2026-10-15 9:00 执行版）** 中的真实数据，覆盖 8 条渠道：
+代码标注的报价来源为 **炜易达 VIP 报价表（2026-10-15 9:00 执行版）**，覆盖 8 条渠道。以下逐渠道列出代码中的重量档位；按计费重量选择不大于该重量的最高档位：
 
-| 渠道 | 21KG+ | 101KG+ | 500KG+ | 2000KG+ | 参考时效 |
-|---|---|---|---|---|---|
-| 欧洲海运快线 | 12.3 | 10.3 | 10.2 | 10.0 | 开船后 38-45 天 |
-| 义乌中欧铁路 | 15.5 | 13.5 | — | 13.5（1000+） | 发车后 36-40 天 |
-| 中欧卡航 | 19.4 | 17.4 | 17.4 | 17.3 | 发车后 16-20 天 |
-| 欧洲空运 | 39 | 36 | — | 37（71+） | 10-13 天 |
-| 英国海运 | 12.8 | 10.9 | — | — | 约 40 天 |
-| 英国铁路 | 18.0 | 16.2 | — | — | 25-30 天 |
-| 中英卡航 | 21.4 | 19.4 | — | — | 20-22 天 |
-| 英国空运 | 48（22+） | 42 | — | 44（51+） | 8-10 天 |
+报价试算需先确认目的国家或地区；未识别到目的地时先补充信息。英国报价及其连续追问使用英国费率，“海运呢”“空运呢”等短句和重试保留原有条件。明确提到美国等当前未覆盖的目的地时交由人工确认；英国按方报价也不会套用欧洲仓价。没有匹配的国家或仓点时不自动回退到其他仓点。
+
+| 渠道 | 重量档位 → 基础单价（元/kg） | 参考时效 |
+|---|---|---|
+| 欧洲海运快线 | 21KG+ → 12.3；101KG+ → 10.3；500KG+ → 10.2；2000KG+ → 10.0 | 开船后 38-45 天 |
+| 义乌中欧铁路 | 21KG+ → 15.5；100KG+ → 13.5；1000KG+ → 13.5 | 发车后 36-40 天 |
+| 中欧卡航 | 21KG+ → 19.4；101KG+ → 17.4；500KG+ → 17.4；2000KG+ → 17.3；4000KG+ → 17.3 | 发车后 16-20 天 |
+| 欧洲空运 | 21KG+ → 39；45KG+ → 38；71KG+ → 37；101KG+ → 36 | 10-13 天 |
+| 英国海运 | 21KG+ → 12.8；101KG+ → 10.9；301KG+ → 10.9 | 约 40 天 |
+| 英国铁路 | 21KG+ → 18.0；101KG+ → 16.2；301KG+ → 16.2 | 25-30 天 |
+| 中英卡航 | 21KG+ → 21.4；101KG+ → 19.4；301KG+ → 19.4 | 20-22 天 |
+| 英国空运 | 22KG+ → 48；51KG+ → 44；101KG+ → 42 | 8-10 天 |
 
 **计费规则**（均来自报价表）：
 
@@ -39,9 +45,11 @@
 - 铁路、卡航单件计费重不足 13KG 加收超轻费 5 元/kg；空运单件不足 12KG 按 12KG 计费
 - 偏远地址 +7 元/kg，单票最低 250 元
 
-数据定义在 `am.py` 的 `RATES` 字典中，修改价格只需改这里，不需要动计算逻辑。
+基础报价维护在 `logistics_chat/pricing.py` 的 `RATES` 字典中；修改价格时同步知识资料，避免调整计算逻辑。
 
-### 扩展数据（rates_extra.py）
+`calc_freight()` 的 `total` 当前仅为基础运费。超轻费、偏远费及产品附加费以说明或单独结果展示，尚未统一计入 `total`；上述业务规则不能理解为已全部自动结算。
+
+### 扩展数据（logistics_chat/rates_extra.py）
 
 从同一份报价表提取、目前已支持：
 
@@ -59,162 +67,232 @@
 
 > ⚠️ 报价表含商业价格与联系人信息，公开发布前请脱敏或替换为示例数据。
 
-## 运行环境
+## 运行环境与启动
 
-- Python 3.9 及以上
-- Windows / macOS / Linux
+项目使用 Python、Flask、SQLite 和 DeepSeek API，无需前端构建。建议使用独立虚拟环境；所有应用启动命令均在项目根目录执行。
 
-## 快速启动（Windows）
-
-双击 `start.bat` 即可，脚本会自动检查端口占用、API Key 和依赖。
-
-## 安装与启动
-
-### 1. 安装依赖
-
-```bash
-pip install -r requirements.txt
-```
-
-### 2. 配置 API Key
-
-Key 不写进代码，通过系统环境变量提供。
-
-Windows PowerShell：
+### Windows
 
 ```powershell
-setx DEEPSEEK_API_KEY "sk-你的key"
+py -3 -m venv .venv
+.\.venv\Scripts\python.exe -m pip install -r requirements.txt
+Copy-Item .env.example .env # 仅首次运行；已有 .env 时跳过
+# 编辑 .env，填写 DEEPSEEK_API_KEY 后再启动
+.\.venv\Scripts\python.exe am.py
 ```
 
-设置后需要**重新打开终端**才生效，可用下面的命令确认：
+上述命令固定使用项目 `.venv`，不受其他已激活环境影响。可选的一键入口 `start.bat` 按已激活的 `VIRTUAL_ENV`、项目 `.venv`、`py -3`、PATH 中的 `python` 顺序逐个验证 Python 3。使用它之前先退出不需要的旧环境，或检查诊断结果是否指向预期解释器。`启动.bat` 调用同一入口：
 
 ```powershell
-echo $env:DEEPSEEK_API_KEY
+.\start.bat
 ```
 
-Linux / macOS：
+仅检查并打印选中的解释器，不安装依赖或启动服务：
+
+```powershell
+.\start.bat --check-python
+```
+
+浏览器访问 http://127.0.0.1:5000；客服登录页为 http://127.0.0.1:5000/admin。
+
+### Linux / macOS
 
 ```bash
-export DEEPSEEK_API_KEY="sk-你的key"
+python3 -m venv .venv
+.venv/bin/python -m pip install -r requirements.txt
+cp .env.example .env # 仅首次运行；已有 .env 时跳过
+# 编辑 .env，填写 DEEPSEEK_API_KEY 后再启动
+.venv/bin/python am.py
 ```
 
-Key 申请地址：https://platform.deepseek.com/api_keys
+### 配置说明
 
-也可以参考项目根目录的 **.env.example**（不含真实 Key 的配置示例文件），其中列出了需要设置的环境变量及说明。
+手机语音输入：点击输入区上方的麦克风按钮，再按住说话，松开后转文字并发送；上滑或取消触摸不发送，最长 60 秒。微信和手机浏览器使用同一服务端转写链路；页面必须通过 HTTPS 或本机 localhost 打开，并允许麦克风。旧版内置浏览器不支持录音时仍可文字输入。手机订单信息默认折叠，物流轨迹优先展示。
 
-### 3. 启动服务
+在根目录 `.env` 配置 `ASR_PROVIDER=baidu`、`BAIDU_ASR_API_KEY` 和 `BAIDU_ASR_SECRET_KEY`，使用已开通短语音识别的百度语音应用凭据，不能混用 OCR 或 DeepSeek 凭据。服务端须安装 FFmpeg 并加入 PATH，也可用 `FFMPEG_BIN` 指定可执行文件绝对路径；Docker 应用镜像已包含 FFmpeg。浏览器 WebM/MP4 录音通过内存管道转为 16 kHz 单声道 PCM，录音不写入上传目录或历史，只发送识别文字。修改后重启服务。可选的 `ASR_PROVIDER=dashscope` 使用 `.env.example` 中独立的 ASR 配置。
 
-```bash
-cd E:\wuliu_chat
-python am.py
-```
+- 本地密钥放在项目根目录的 `.env` 中：首次运行复制 [`.env.example`](.env.example)，填写 `DEEPSEEK_API_KEY=你的密钥`。`.env` 已被 Git 忽略，示例文件中的值应保持为空。
+- 应用启动时自动读取根目录 `.env`，不依赖终端的当前目录；`am.py`、Windows 启动脚本和 WSGI 应用工厂均使用同一配置入口。修改密钥后须重启服务。
+- 配置优先级为：显式传给 `create_app` 的配置 > 进程环境变量 > `.env` > 空值。环境变量即使为空也会覆盖 `.env`；本地填写后仍提示未配置时，请检查并移除旧的空环境变量。
+- 部署环境仍可注入 `DEEPSEEK_API_KEY`。PowerShell 的 `$env:DEEPSEEK_API_KEY` 只影响当前终端及其子进程，双击启动脚本可直接使用 `.env`，无需配置系统环境变量。
+- 密钥申请或更换可在 [DeepSeek 平台](https://platform.deepseek.com/api_keys) 完成；不要把密钥写入脚本、提交到 Git，或打印到日志。
+- 当前服务监听 `0.0.0.0:5000`，局域网设备可能访问。仅供本机开发时，将 `logistics_chat/config.py` 中默认的 `HOST` 设置为 `"127.0.0.1"`。
+- 历史启动脚本曾提交明文密钥。当前文件已移除该配置，但 Git 历史仍保留旧内容，应在平台作废旧密钥，并在 `.env` 或部署环境中配置新密钥。
 
-### 4. 打开页面
+### Jenkins 灰度部署
 
-浏览器访问 http://127.0.0.1:5000
-
-## 测试
-
-### 单元测试
-
-```bash
-pytest -v
-```
-
-共 **52 个用例**，覆盖运费意图解析、运单号识别、阶梯价计算、卡派按方、附加费识别、岛屿邮编、卡片转换等。
-测试在临时目录中运行，不会改动 `history.db`。
-
-### 回答长度控制
-
-- 中文回答：120~350 字；英文回答：120~700 字
-- 超过上限时由代码自动压缩一次（保留全部数字），仍超标再压一次
-- 提示词之外的第二道保险，确保字数可控
-
-### 场景测试
-
-`测试记录.md` 记录了 **29 个业务场景**的输入、预期结果、首次结果、修复动作与复测结果，
-其中 26 项通过或已修复，3 项列为未解决／待验证（超长输入、并发提问、无答案兜底）。
+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
 
-```
-wuliu_chat/
-├── am.py                主程序（路由、知识库、对话逻辑、运单查询、运费试算）
-├── rates_extra.py       报价表扩展数据（卡派按方、附加费、岛屿邮编）
-├── test_am.py           单元测试（52 个用例）
-├── start.bat            Windows 一键启动脚本
-├── requirements.txt     依赖清单
-├── README.md            说明文档
-├── knowledge.md         知识资料（由 knowledge_list 导出）
-├── 测试记录.md          场景测试记录（29 个场景）
-├── .gitignore           Git 忽略规则
-├── .env.example         配置示例（不含 Key）
-├── history.db           SQLite 数据库（会话与消息）
-├── static/              静态资源
-│   └── fa.jpg           网站图标
-├── templates/
-│   └── index.html       前端页面
-└── .vscode/
-    └── launch.json      VS Code 调试配置
+```text
+baiyue-logistics-chat/
+├── am.py                     CLI/WSGI 兼容入口
+├── Jenkinsfile               灰度构建、测试及受管发布
+├── Dockerfile                应用、测试及证书运维镜像
+├── .dockerignore             显式限制构建上下文
+├── rates_extra.py            扩展数据旧导入路径的兼容转发
+├── logistics_chat/
+│   ├── __init__.py           create_app 应用工厂
+│   ├── config.py             .env、环境变量与绝对路径配置
+│   ├── db.py                 SQLite、历史持久化、备份
+│   ├── knowledge.py          知识与关键词检索
+│   ├── pricing.py            运费解析与计算
+│   ├── rates_extra.py        扩展报价唯一数据源
+│   ├── tracking.py           卡片协议与旧演示函数兼容
+│   ├── order_data.py         本地订单测试表、精确查询与快照导入
+│   ├── ai_client.py          模型 HTTP、压缩和追问
+│   ├── chat_service.py       问答与 SSE 编排
+│   ├── history_service.py    会话 CRUD
+│   ├── human_service.py      人工会话
+│   ├── business_service.py   登录、统计、订单、留言、导出
+│   ├── staff_service.py      客服登录、24 小时会话、接口鉴权及退出
+│   ├── file_service.py       附件与清理
+│   ├── hooks.py              限流和缓存头
+│   ├── runtime.py            服务启动
+│   └── routes/               HTTP Blueprints
+├── templates/                客户、登录、客服工作台 HTML
+├── static/
+│   ├── css/                  theme.css 共享主题 + chat/admin/admin_login 页面样式
+│   ├── js/                   对应经典页面脚本
+│   └── fa.jpg
+├── scripts/                  人工会话检查/关闭 CLI
+├── deploy/                   灰度 Compose、发布/回退、证书及单机参考
+├── tests/                    规则、存储、HTTP/SSE、启动与维护回归
+├── docs/                     architecture.md、knowledge.md
+├── examples/requests/        人工接口示例
+├── uploads/.gitkeep          本地附件不纳入版本控制
+├── start.bat                 可选 Windows 启动检查
+├── 启动.bat                  兼容入口，调用 start.bat
+├── requirements.txt
+├── .env.example
+├── .gitignore
+├── AGENTS.md
+└── README.md
 ```
 
-> `kefu.py`、`SQLite.py` 为早期遗留文件，不影响运行，可安全删除。
+运行后还会生成 `history.db`、`logs/` 和 `backups/`，这些运行数据以及虚拟环境均由 Git 忽略。已经上传的本地文件在本次目录整理中保留。
+
+## 测试
+
+先安装项目依赖，再使用同一个项目虚拟环境运行：
+
+```powershell
+.\.venv\Scripts\python.exe -m pytest -v
+```
+
+也可执行 `.\.venv\Scripts\python.exe -m unittest discover -s tests -v`。Linux/macOS 将解释器替换为 `.venv/bin/python`。纯规则和维护 CLI 本身仅依赖标准库，整套业务测试还需要 Flask 等项目依赖。
+
+安装 Node.js 后，Python 测试还会运行 `tests/frontend/admin.test.cjs`，验证发送失败保留草稿、重复点击、切换会话、输入法及手机抽屉；也可单独执行 `node --test tests/frontend/admin.test.cjs`，无需安装 npm 依赖。未安装 Node.js 时该项明确跳过。
+
+覆盖范围包括配置文件加载与优先级、运费边界与单位换算、知识检索、运单识别、旧 SQLite schema 迁移、事务回滚、附件、人工状态、历史、CSV、SSE 压缩/追问/异常/取消，以及 Windows 解释器选择。Windows 启动测试在其他系统上跳过，三个页面的外置资源也由接口测试检查。
+
+模型请求使用模拟响应，数据库和附件使用临时目录；这不代表完成真实 DeepSeek 或真实物流接口联调。旧文档提及的原始 52 个业务测试和 29 个场景记录未随仓库提供，当前结果以实际测试输出为准。
+
+## 维护与调试
+
+在根目录执行：
+
+```powershell
+py -3 scripts/inspect_human_sessions.py
+py -3 scripts/close_active_sessions.py
+```
+
+两个脚本默认定位到仓库根目录的 `history.db`，不依赖调用时的工作目录，也可用 `--db "D:\data\history.db"` 指定已有数据库。检查脚本只读；关闭脚本将**所有 active 人工会话**标记为 closed，保留 waiting 会话和聊天消息。数据库不存在时会报错退出，不会误建空库。
+
+人工客服接口请求示例见 [examples/requests/README.md](examples/requests/README.md)。知识资料见 [docs/knowledge.md](docs/knowledge.md)，实际知识内容维护在 `logistics_chat/knowledge.py` 的 `knowledge_list` 中。
+
+模块定位、文件归属和后续拆分规范见 [docs/architecture.md](docs/architecture.md)。该文档与当前已拆分的目录保持同步。
 
 ## 主要接口
 
 | 方法 | 路径 | 说明 |
 |---|---|---|
-| GET | `/` | 聊天页面 |
-| GET | `/stream_chat?msg=&conv_id=` | 流式对话（SSE） |
-| POST | `/api/new_chat` | 新建会话，返回 `{"id": 会话id}` |
+| GET | `/` | 客户聊天页面 |
+| GET / POST | `/stream_chat` | SSE 流式对话；POST JSON 接收 `msg`、`conv_id` |
+| POST | `/api/new_chat` | 新建会话并保存欢迎语，返回 `id`、`welcome` |
 | GET | `/api/get_history` | 会话列表 |
-| GET | `/api/get_messages?conv_id=` | 单个会话的全部消息 |
-| DELETE | `/api/del_history?id=` | 删除会话（级联删消息） |
-| DELETE | `/api/clear_all` | 清空全部历史 |
+| GET | `/api/get_messages?conv_id=` | 单个会话的消息 |
+| DELETE | `/api/del_history?id=` | 删除单个会话和消息 |
+| DELETE | `/api/clear_all` | 清空聊天历史 |
+| POST | `/api/upload` | 上传图片、PDF、TXT、CSV，最大 10MB |
+| POST | `/api/human/request` | 申请人工客服 |
+| POST | `/api/human/accept` | 客服接待 |
+| POST | `/api/human/send` | 发送人工消息 |
+| GET | `/api/human/poll` | 轮询人工消息 |
+| POST | `/api/human/close` | 关闭人工会话 |
+| POST | `/api/human/transfer` | 将接待中的会话转回排队列表 |
+| POST | `/api/human/note` | 保存会话备注 |
+| POST | `/api/human/recall` | 按 `mid` 撤回客服消息 |
+| POST | `/api/rate` | 提交人工服务评价（`sid`、1–5 的 `stars`、`comment`） |
+| GET | `/api/agents/list` | 客服列表，不包含密码 |
+| GET | `/api/search_chat?q=` | 搜索历史消息，最多返回 50 条 |
+| POST | `/api/ticket` | 客户提交离线留言，保留访客身份校验 |
+| GET | `/api/tickets` | 后台留言列表，默认待处理；`status=all/pending/processing/completed`、`limit=1..100`、`before=id` 分页；`q` 按内容、电话、负责人和备注搜索，最多 100 字；`overdue=1` 只看超时 |
+| GET | `/api/tickets/summary` | 后台全局待处理数量、超时总量及分类数量与最新留言编号；`after=id` 返回其后新增的留言数，不受搜索及分页影响 |
+| GET | `/api/tickets/<id>` | 后台查看留言详情、负责人、备注和完成时间 |
+| GET | `/api/tickets/<id>/events` | 后台处理记录（最新在前），含操作者、时间、备注前后值；`limit=1..100`、`before=事件id` 分页，默认 20 条 |
+| POST | `/api/tickets/<id>/claim` | 当前登录客服领取待处理留言，需要 CSRF |
+| PATCH | `/api/tickets/<id>` | 负责人更新备注或完成；传 `version`、`note` 和可选 `status=completed`，需要 CSRF |
+| GET | `/admin` | 客服登录页面 |
+| POST | `/admin/login` | 校验客服账号密码并签发 24 小时会话 |
+| GET | `/api/admin/session` | 获取当前客服身份与 CSRF 令牌（需要后台登录） |
+| POST | `/admin/logout` | 撤销当前后台会话（需要 CSRF 请求头） |
+| GET | `/admin/dashboard` | 客服工作台 |
+| GET | `/api/export_chat` | 导出 Excel；`?format=csv` 保留 CSV 导出 |
 
-### 流式事件格式
+人工客服每天 8:00–22:00 接受新申请，由服务端校验时间；其余时间可提交离线留言。客服工作台保留白色界面，转接后由其他客服在排队列表主动接入。页面的铃铛按钮可开启浏览器通知，页面切到后台时提示排队或新消息；实际通知能力取决于浏览器权限。
 
-`/stream_chat` 返回 Server-Sent Events，每帧是一条 JSON：
+人工排队等候超过 5 分钟后，排队标签显示超时数量，队列卡片标注超时分钟数；首次进入超时状态时提醒一次。页面切到后台且已授权浏览器通知时会弹出系统通知。
 
-```
-data: {"t": "正文片段"}     正常回答片段
-data: {"e": "错误提示"}     出错时
-data: {"card": {...}}      运单轨迹卡片
-data: {"d": 1}             正常结束
+离线留言处理位于工作台「资料与回复 → 离线留言」。点击留言查看详情，领取后自动设为当前客服负责并进入「处理中」；负责人可保存处理备注，填写处理结果后标记「已完成」。完成记录保留，可按状态筛选查询。重复或并发领取会被拒绝；其他客服只能查看，不能覆盖负责人备注。备注发生版本冲突时保留本页草稿，展示当前保存的内容，人工核对后才允许继续保存。列表每次加载 20 条，支持加载更早留言；查看更早留言期间可点击「刷新」返回最新列表。未保存备注在当前页面按留言保留，刷新整个网页或退出时不会持久保存草稿。
+
+工作台顶部「留言」显示全局待处理数量，点击直达待处理列表。独立的 5 秒轮询不受搜索、查看旧页或保存备注影响；新留言到达后显示页面提示，首次打开仅显示已有待处理总数，不重复提醒旧记录。开启右上角浏览器通知后，页面在后台时也可收到新留言通知，提醒只含数量。搜索在数据库执行，支持手机号、留言内容、负责人账号／姓名和处理备注，可与状态及分页同时使用；输入 `%`、`_`、`\` 按普通字符匹配，不当作通配符。
+
+工作台顶部「超时」显示全部未完成超时留言，点击查看；列表可组合「只看超时」、状态和搜索。待处理超过提交时间 30 分钟、处理中超过领取时间 20 分钟即提醒，按服务端本地时间计算；保存备注不重置领取计时，完成后不再计入。详情中的「处理记录」保留提交、领取、备注变更前后和完成结果，操作者取实际登录客服，变更和记录在同一事务提交；记录只对后台开放，不可从接口编辑或删除。旧留言升级时只保留已知状态，不补造历史；原处理中留言以升级前最后更新时间估算领取时间并在页面说明，缺少有效时间则提示无法计算。
+
+SSE 每帧为一条 JSON，主要事件包括：
+
+```text
+data: {"t": "正文片段"}
+data: {"e": "错误提示"}
+data: {"card": {...}}
+data: {"replace": "精简后的全文"}
+data: {"suggest": ["相关追问"]}
+data: {"d": 1}
 ```
 
-## 数据库
+## 数据库与运行数据
 
-SQLite，文件为 `history.db`，首次启动自动创建。
+订单数据保存在聊天服务运行时 SQLite 的 `order_test_data` 表中，与灰度业务库独立，可直接通过 SQLite 工具新增或修改；不会自动同步源库，没有管理页面和对外增删改接口。游客咨询无需登录，查询订单时引导客户登录；查询按服务端账号关联的客户范围过滤。`ORDER_DATA_TENANT_ID` 是额外限制，不能代替客户身份。
 
-- `chat_history`：会话（id、title、ctime、utime）
-- `messages`：消息（id、conv_id、role、content、ctime）
+默认前台客户账号为 `admin / 123456`，与受 Nginx 保护的客服后台独立。默认按当前本地数据建立客户范围关联：单客户写入 `customer_users.tenant_id`，多客户写入 `customer_tenant_grants`，查询始终按服务端白名单过滤。首次关联完成后不自动加入新客户范围，同一客户下新增订单可直接查询。`CUSTOMER_DEMO_TENANT_ID` 可指定单个范围；`CUSTOMER_DEMO_LOCAL_ORDERS=false` 关闭多客户自动关联。账号保存在 `customer_users`，密码为 PBKDF2 哈希；已有账号启动时不覆盖，可直接维护哈希、`tenant_id`、`enabled` 及客户范围关联表。`CUSTOMER_DEMO_ENABLED=false` 禁用默认账号及其已有登录；真实客户账号不受该开关影响。`CUSTOMER_DEMO_USERNAME` 与 `CUSTOMER_DEMO_PASSWORD_HASH` 用于首次创建默认账号。
 
-运单卡片以 `__CARD__{json}` 形式保存在 `messages.content`，前端识别后重新渲染。
+登录凭据通过独立 HttpOnly Cookie 及服务端 `customer_sessions` 校验，绑定当前访客，8 小时有效；退出后撤销当前登录。登录后自动继续刚才的订单问题；含订单事实的会话在退出后隐藏，只有相同访客重新登录同一客户和范围后才能恢复。真实用户认证接入时替换账号校验/关联层，继续使用内部客户 ID、可信客户范围和已有登录会话契约；MCP 数据查询仍通过 `lookup_order` 的客户范围过滤。
 
-## 常见问题
+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。
 
-**页面报"服务未配置 API Key"**
-环境变量没读到。确认变量名是 `DEEPSEEK_API_KEY`，并**重新打开终端**后再启动。
+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。
 
-**页面报"API Key 无效或已过期"**
-Key 已作废，去平台重新生成一把，再用 `setx` 覆盖。
+快照 JSON 放仓库外的私有 artifacts 目录，使用明确路径导入：
 
-**端口 5000 被占用**
 ```powershell
-netstat -ano | findstr ":5000 "
-taskkill /PID <进程号> /F
+.\.venv\Scripts\python.exe scripts/import_order_test_data.py --snapshot "D:\private\orders.snapshot.json" --db "D:\data\history.db"
 ```
-确认只有一行 `LISTENING`，避免两个进程同时抢端口。
 
-**改了 am.py 没生效**
-Flask 启动时加载代码，改后端必须重启服务；只改 `index.html` 则刷新页面即可。
+脚本默认保留已有记录，避免覆盖手工调整；确需覆盖时显式加 `--replace`。`order_no` 与 `tenant_id` 组成唯一键；`gross_weight_kg`、`volume_cbm`、`package_count` 是申报汇总，`history_json` 是形如 `[{"time":"2026-10-29 10:00","status":"SUBMITTED"}]` 的业务状态列表。子订单未提供独立货物数据时保持空值。快照、运行数据库和凭据不提交 Git。后续 MCP 接口开放后替换 `order_data.lookup_order` 的取数实现即可保留聊天契约。
 
-## 说明
+首次启动创建聊天、访客附件、客户登录、人工接待、反馈及订单所需表，并兼容已有数据。默认前台客户账号按上述配置初始化，客服账号和订单数据由管理员配置。本地入口使用根目录 `history.db`，Linux 部署工厂另存至专用数据目录。会话备注保存在 `human_sessions.note`；消息撤回事件通过 `human_messages.recalled_id` 指向原消息，轮询客户端按编号更新。订单卡片以 `__CARD__{json}` 形式保存，前端据此恢复展示。
 
-- 运单轨迹当前为**模拟数据**（按单号固定生成），接真实接口只需修改 `am.py` 中的 `build_track()`。
-- 服务使用 Waitress 多线程启动（8 个线程），适合内网小范围使用；面向公网仍需反向代理与 HTTPS。
-- 默认只监听 `127.0.0.1`，如需局域网访问，把 `am.py` 中的 `HOST` 改为 `"0.0.0.0"`。
-- 运费计费方式为**阶梯单价 × 计费重量**，价格与时效来自炜易达报价表。报价更新时只需修改 `RATES`；知识库文案在 `knowledge_list` 中，两者建议同步更新。
-- 材积按 ÷6000 计算（1CBM = 167KG），与部分渠道 ÷5000 的口径不同，修改时注意核对报价表。
+普通导入 `am.py` 或 `logistics_chat` 不创建运行数据。显式调用 `create_app()` 或访问 WSGI 兼容入口 `am.app` 时，默认初始化 SQLite、创建正常运行日志、备份数据库，并清理未被聊天记录引用且修改时间超过 7 天的临时上传文件。已发送附件随 AI/人工聊天记录保留；已被删除的旧文件无法恢复，页面会显示附件无法访问的提示。测试须事先配置临时数据库、附件、日志和备份目录；`INITIALIZE_RUNTIME=False` 可禁止自动初始化，此时调用方负责准备 schema。历史会话的自动清理仍已关闭。
 
+数据库已提供版本迁移、升级前校验快照、SQLite 在线每日备份及离线恢复工具，详见 [数据库维护指南](docs/database-maintenance.md)。应用运行时按北京时间跨日备份，`AUTO_BACKUP_ENABLED=false` 可关闭后台每日任务；启动备份仍执行。附件与配置须另行备份。
+
+## 当前限制
+
+- 订单查询使用可编辑测试副本，尚未接入实时承运商物流轨迹或 MCP；旧历史卡片继续兼容展示。
+- 不预置客服账号；客服登录支持现有 PBKDF2/scrypt 密码哈希，兼容旧明文账号记录，不修改已保存密码。登录签发独立的 HttpOnly、SameSite=Lax Cookie，HTTPS 时启用 Secure；服务端 `staff_sessions` 只保存凭证摘要，后台登录从成功登录起 24 小时有效，到期需要重新登录。访问后台和重启服务不会延长有效期；浏览器 Cookie 同样保存 24 小时，退出、清理 Cookie 或浏览器自动清理后需重新登录。升级时撤销旧的无限期会话，重新登录后使用 24 小时规则。后台页面、接口、搜索、导出及客服附件统一校验会话，未明确列入客户白名单的新增路径默认需要客服登录。客户账号不能访问后台。
+- 工作台右上角“退出登录”撤销当前凭证，不停止服务、不删除数据；密码变更或账号删除使旧会话失效。写操作校验 CSRF 请求头和请求来源；登录接口每个账号与连接来源组合在 5 分钟内最多尝试 5 次，成功后清除计数（进程内计数，多进程部署需代理统一限流）。登录凭证被撤销或丢失时停止后台轮询并回到登录页。Nginx 专用访问密码及上游回环绑定继续保留，客户聊天不要求后台密码。
+- 运费数字由 Python 计算后交给模型组织说明；附加费是否适用仍需结合具体货物和地址核对。
+- 回答提示词目标为 120–350 字；代码压缩阈值为中文 800、英文 1400 字符，超过阈值最多尝试压缩两次。
+- 服务优先使用 Waitress 的 8 个线程；缺少 Waitress 时会回退到 Flask 开发服务器。公网部署前还需完善鉴权及部署配置。

add_agent.py

@@ -1,13 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-c.execute('''CREATE TABLE IF NOT EXISTS agents (
-    id INTEGER PRIMARY KEY AUTOINCREMENT,
-    username TEXT UNIQUE,
-    password TEXT,
-    name TEXT
-)''')
-c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('admin','123','管理员')")
-c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('agent1','123','客服小王')")
-c.execute("INSERT OR IGNORE INTO agents(username,password,name) VALUES('agent2','123','客服小李')")
-c.commit()
-print("ok")

add_orders.py

@@ -1,11 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-c.execute('''CREATE TABLE IF NOT EXISTS orders (
-    id INTEGER PRIMARY KEY AUTOINCREMENT,
-    phone TEXT,
-    track_no TEXT,
-    status TEXT DEFAULT "运输中",
-    created TEXT
-)''')
-c.commit()
-print("ok")

add_test.py

@@ -1,7 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13800138000','YT20261028001','运输中','2026-10-28')")
-c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13800138000','YT20261028002','派送中','2026-10-27')")
-c.execute("INSERT INTO orders(phone, track_no, status, created) VALUES('13900139000','YT20261028003','已签收','2026-10-26')")
-c.commit()
-print("ok")

add_ticket.py

@@ -1,11 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-c.execute('''CREATE TABLE IF NOT EXISTS tickets (
-    id INTEGER PRIMARY KEY AUTOINCREMENT,
-    content TEXT,
-    phone TEXT,
-    ctime TEXT,
-    status TEXT DEFAULT "pending"
-)''')
-c.commit()
-print("ok")

c.json

@@ -1 +0,0 @@
-{"sid":24}

check.py

@@ -1,4 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-print("messages:", [d[1] for d in c.execute("PRAGMA table_info(messages)").fetchall()])
-print("chat_history:", [d[1] for d in c.execute("PRAGMA table_info(chat_history)").fetchall()])

clean.py

@@ -1,5 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-c.execute("UPDATE human_sessions SET status='closed' WHERE status='active'")
-c.commit()
-print('ok')

deploy/__init__.py

@@ -0,0 +1 @@
+"""Linux acceptance deployment entry points."""

deploy/activate-gray.sh

@@ -0,0 +1,141 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+umask 077
+
+root=${1:?}
+release=${2:?}
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release" == "$root"/releases/* && "$release" != *..* ]] || exit 2
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+
+# Parse a small allowlist of non-secret release fields; never source a credential file.
+while IFS='=' read -r name value; do
+  case "$name" in
+    CHAT_IMAGE|CHAT_IMAGE_ID|CHAT_CERTBOT_IMAGE|CHAT_CERTBOT_IMAGE_ID|SOURCE_COMMIT|HOST_PORT|CHAT_ROOT|CHAT_RELEASE|CHAT_DATA_DIR|CHAT_LOG_DIR|CHAT_RUNTIME_ENV|CHAT_DOMAIN|CHAT_PROXY_DIR|CHAT_TLS_CERT|CHAT_TLS_KEY|CHAT_AUTH_DIR) ;;
+    *) echo 'Unexpected release setting.' >&2; exit 2 ;;
+  esac
+  [[ "$value" =~ ^[A-Za-z0-9_./:-]+$ ]] || exit 2
+  printf -v "$name" '%s' "$value"
+done < "$release/release.env"
+[[ "$CHAT_ROOT" == "$root" && "$CHAT_RELEASE" == "$release" ]] || exit 2
+[[ "$CHAT_DATA_DIR" == "$root/data" && "$CHAT_LOG_DIR" == "$root/logs" && "$CHAT_RUNTIME_ENV" == "$release/runtime.env" ]] || exit 2
+[[ "$SOURCE_COMMIT" =~ ^[a-f0-9]{40}$ && "$CHAT_IMAGE_ID" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+[[ "$CHAT_IMAGE" =~ ^baiyue-logistics-chat-gray:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+[[ "$HOST_PORT" =~ ^[0-9]+$ ]] && ((HOST_PORT >= 1024 && HOST_PORT <= 65535)) || exit 2
+[[ -d "$CHAT_PROXY_DIR" && -r "$CHAT_TLS_CERT" && -r "$CHAT_TLS_KEY" ]] || exit 2
+loaded_id=$(awk -F= '$1 == "CHAT_IMAGE_ID" {print $2}' "$release/loaded-image-ids.env")
+[[ "$loaded_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_IMAGE")" == "$loaded_id" ]] || { echo 'Loaded application image changed.' >&2; exit 2; }
+[[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$CHAT_IMAGE")" == "$SOURCE_COMMIT" ]] || exit 2
+openssl x509 -in "$CHAT_TLS_CERT" -checkhost "$CHAT_DOMAIN" -noout >/dev/null
+
+container=baiyue-logistics-chat-gray
+if docker container inspect "$container" >/dev/null 2>&1; then
+  [[ "$(docker inspect --format '{{index .Config.Labels "com.docker.compose.project"}}' "$container")" == baiyue-logistics-chat-gray ]] || exit 2
+  old_port=$(docker port "$container" 5000/tcp || true)
+else
+  old_port=''
+fi
+if [[ -n "$(ss -H -ltn "sport = :$HOST_PORT")" && "$old_port" != "127.0.0.1:$HOST_PORT" ]]; then
+  echo 'The requested host port belongs to another service.' >&2
+  exit 2
+fi
+
+site="$CHAT_PROXY_DIR/baiyue-logistics-chat-gray.conf"
+[[ "$CHAT_AUTH_DIR" == /*/baiyue-logistics-chat-gray-proxy && "$CHAT_AUTH_DIR" != *..* ]] || exit 2
+auth="$CHAT_AUTH_DIR/access.htpasswd"
+if [[ -f "$site" ]] && ! head -n 1 "$site" | grep -Fq 'Managed for baiyue-logistics-chat-gray'; then
+  echo 'The proxy file is not owned by this application.' >&2
+  exit 2
+fi
+for candidate in "$CHAT_PROXY_DIR/"*.conf; do
+  [[ -f "$candidate" && "$candidate" != "$site" ]] || continue
+  if grep -Fq "$CHAT_DOMAIN" "$candidate"; then
+    echo 'The requested domain is already configured by another site.' >&2
+    exit 2
+  fi
+done
+# The Nginx config directory may be root-only (for example BaoTa). Keep this
+# application's password hash in a separate worker-readable owned directory.
+if [[ -e "$CHAT_AUTH_DIR" ]]; then
+  [[ -f "$CHAT_AUTH_DIR/.project" && "$(cat "$CHAT_AUTH_DIR/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+fi
+install -d -m 755 "$CHAT_AUTH_DIR"
+printf 'baiyue-logistics-chat-gray\n' > "$CHAT_AUTH_DIR/.project"
+previous=''
+if [[ -f "$root/current-release" ]]; then
+  previous=$(cat "$root/current-release")
+  [[ "$previous" == "$root"/releases/* && "$previous" != *..* && -f "$previous/release.env" ]] || exit 2
+fi
+[[ ! -f "$site" ]] || cp -p "$site" "$release/previous-site.conf"
+[[ ! -f "$auth" ]] || cp -p "$auth" "$release/previous-site.htpasswd"
+chmod 600 "$release/runtime.env"
+
+compose() { docker compose --env-file "$1/release.env" -f "$1/compose.yml" "${@:2}"; }
+activated=0
+proxy_changed=0
+rollback() {
+  result=$?
+  trap - ERR
+  # ERR is inherited by command substitutions; only the parent may roll back.
+  if ((BASH_SUBSHELL)); then exit "$result"; fi
+  set +e
+  if ((proxy_changed)); then
+    if [[ -f "$release/previous-site.conf" ]]; then cp -p "$release/previous-site.conf" "$site"; else rm -f -- "$site"; fi
+    if [[ -f "$release/previous-site.htpasswd" ]]; then cp -p "$release/previous-site.htpasswd" "$auth"; else rm -f -- "$auth"; fi
+    nginx -t && nginx -s reload
+  fi
+  if ((activated)); then
+    if [[ -n "$previous" ]]; then
+      compose "$previous" up -d --wait --wait-timeout 120
+    else
+      compose "$release" stop chat
+      compose "$release" rm -f chat
+    fi
+  fi
+  echo 'Gray activation failed; previous application/proxy configuration was restored where available. Persistent data was retained.' >&2
+  exit "$result"
+}
+trap rollback ERR
+
+if [[ -f "$root/data/history.db" ]] && docker container inspect "$container" >/dev/null 2>&1; then
+  docker exec "$container" python -c 'import pathlib,sqlite3,sys; p=pathlib.Path("/var/lib/baiyue-logistics-chat/backups");p.mkdir(exist_ok=True); source=sqlite3.connect("/var/lib/baiyue-logistics-chat/history.db"); target=sqlite3.connect(str(p/("pre-release-"+sys.argv[1]+".db"))); source.backup(target);target.close();source.close()' "$(basename "$release")"
+fi
+compose "$release" config --quiet
+activated=1
+compose "$release" up -d --wait --wait-timeout 120
+curl --fail --silent --show-error "http://127.0.0.1:$HOST_PORT/healthz" >/dev/null
+proxy_changed=1
+install -m 644 "$release/site.htpasswd" "$auth"
+install -m 644 "$release/site.conf" "$site"
+nginx -t
+nginx -s reload
+for check in /:200 /admin/dashboard:401 /api/export_chat:401 /api/get_history:401 /api/human/queue:401; do
+  path=${check%:*}
+  expected=${check##*:}
+  code=''
+  # A successful reload signal precedes the new workers accepting connections.
+  for attempt in {1..10}; do
+    if code=$(curl --silent --connect-timeout 3 --max-time 8 --resolve "$CHAT_DOMAIN:443:127.0.0.1" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN$path"); then
+      [[ "$code" != "$expected" ]] || break
+    fi
+    sleep 1
+  done
+  [[ "$code" == "$expected" ]] || { echo 'Guest/staff access verification failed.' >&2; false; }
+done
+visitor_cookie=$(mktemp "$release/.visitor-smoke.XXXXXX")
+trap 'rm -f -- "$visitor_cookie"' EXIT
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -c "$visitor_cookie" -o /dev/null -w '%{http_code}' -H 'Content-Type: application/json' \
+  -d '{}' "https://$CHAT_DOMAIN/api/visitor/session")
+[[ "$code" == 200 ]] || { echo 'Guest session bootstrap verification failed.' >&2; false; }
+code=$(curl --silent --show-error --max-time 10 --resolve "$CHAT_DOMAIN:443:127.0.0.1" \
+  -b "$visitor_cookie" -o /dev/null -w '%{http_code}' "https://$CHAT_DOMAIN/api/get_history")
+[[ "$code" == 200 ]] || { echo 'Guest history verification failed.' >&2; false; }
+rm -f -- "$visitor_cookie"
+trap - EXIT
+printf '%s\n' "$release" > "$root/.current-release.new"
+mv -f "$root/.current-release.new" "$root/current-release"
+trap - ERR
+printf 'Gray service activated at revision %s.\n' "$SOURCE_COMMIT"

deploy/baiyue-logistics-chat.service

@@ -0,0 +1,28 @@
+[Unit]
+Description=Baiyue Logistics Chat acceptance service
+Wants=network-online.target
+After=network-online.target
+
+[Service]
+Type=simple
+User=baiyue
+Group=baiyue
+WorkingDirectory=/opt/baiyue-logistics-chat
+Environment=PYTHONUNBUFFERED=1
+Environment=PYTHONDONTWRITEBYTECODE=1
+ExecStart=/opt/baiyue-logistics-chat/.venv/bin/python -m waitress --listen=127.0.0.1:5000 --threads=8 --channel-timeout=300 --max-request-body-size=12582912 --url-scheme=https --call deploy.wsgi:create_app
+Restart=on-failure
+RestartSec=3
+TimeoutStopSec=90
+UMask=0077
+StateDirectory=baiyue-logistics-chat
+StateDirectoryMode=0700
+LogsDirectory=baiyue-logistics-chat
+LogsDirectoryMode=0700
+NoNewPrivileges=true
+PrivateTmp=true
+ProtectHome=true
+ProtectSystem=strict
+
+[Install]
+WantedBy=multi-user.target

deploy/compose.gray.yml

@@ -0,0 +1,25 @@
+name: baiyue-logistics-chat-gray
+services:
+  chat:
+    image: "${CHAT_IMAGE:?CHAT_IMAGE is required}"
+    container_name: baiyue-logistics-chat-gray
+    pull_policy: never
+    restart: unless-stopped
+    init: true
+    environment:
+      TZ: Asia/Shanghai
+    ports:
+      - "127.0.0.1:${HOST_PORT:?HOST_PORT is required}:5000"
+    env_file:
+      - "${CHAT_RUNTIME_ENV:?CHAT_RUNTIME_ENV is required}"
+    volumes:
+      - "${CHAT_DATA_DIR:?CHAT_DATA_DIR is required}:/var/lib/baiyue-logistics-chat"
+      - "${CHAT_LOG_DIR:?CHAT_LOG_DIR is required}:/var/log/baiyue-logistics-chat"
+    read_only: true
+    tmpfs:
+      - /tmp:rw,noexec,nosuid,size=64m
+    security_opt:
+      - no-new-privileges:true
+    cap_drop:
+      - ALL
+    stop_grace_period: 90s

deploy/gray_config.py

@@ -0,0 +1,177 @@
+"""Validate gray release inputs and render files without logging credentials."""
+
+import argparse
+from dataclasses import dataclass
+import os
+from pathlib import Path, PurePosixPath
+import re
+import shutil
+from urllib.parse import urlsplit
+
+
+def absolute_path(value):
+    path = PurePosixPath(value)
+    if not re.fullmatch(r'/[A-Za-z0-9_./-]+', value) or '..' in path.parts or str(path) == '/':
+        raise ValueError('A deployment path is invalid')
+    return str(path)
+
+
+@dataclass(frozen=True)
+class GrayConfig:
+    domain: str
+    port: int
+    root: str
+    release: str
+    proxy_dir: str
+    certificate: str
+    private_key: str
+    commit: str
+    image: str
+    image_id: str
+    certbot_image_id: str
+    auth_dir: str = '/var/lib/baiyue-logistics-chat-gray-proxy'
+
+    @classmethod
+    def from_environment(cls, environment):
+        origin = urlsplit(environment['PUBLIC_ORIGIN'])
+        if (origin.scheme != 'https' or origin.username or origin.password or origin.port not in (None, 443)
+                or origin.path not in ('', '/') or origin.query or origin.fragment
+                or not re.fullmatch(r'[a-z0-9](?:[a-z0-9.-]*[a-z0-9])?', origin.hostname or '')):
+            raise ValueError('PUBLIC_ORIGIN must be an HTTPS domain without a path')
+        port = int(environment['HOST_PORT'])
+        if not 1024 <= port <= 65535:
+            raise ValueError('HOST_PORT must be an unprivileged TCP port')
+        root = absolute_path(environment['GRAY_DEPLOY_DIR'])
+        if PurePosixPath(root).name != 'gray-logistics-chat':
+            raise ValueError('The deployment must use its dedicated gray-logistics-chat directory')
+        commit = environment['SOURCE_COMMIT']
+        image = environment['CHAT_IMAGE']
+        image_id = environment['CHAT_IMAGE_ID']
+        certbot_image_id = environment['CERTBOT_IMAGE_ID']
+        build = environment['BUILD_NUMBER']
+        if not re.fullmatch(r'[0-9a-f]{40}', commit) or not re.fullmatch(r'[1-9][0-9]*', build):
+            raise ValueError('Source commit or build number is invalid')
+        if image != f'baiyue-logistics-chat-gray:{commit[:12]}-b{build}':
+            raise ValueError('Image coordinates must identify the selected source and build')
+        if any(not re.fullmatch(r'sha256:[0-9a-f]{64}', value) for value in (image_id, certbot_image_id)):
+            raise ValueError('Docker image ID is invalid')
+        return cls(origin.hostname, port, root, f'{root}/releases/{commit[:12]}-b{build}',
+                   absolute_path(environment['GRAY_PROXY_CONF_DIR']),
+                   absolute_path(environment['GRAY_TLS_CERT_FILE']),
+                   absolute_path(environment['GRAY_TLS_KEY_FILE']), commit, image, image_id, certbot_image_id)
+
+    def release_environment(self):
+        fields = {
+            'CHAT_IMAGE': self.image, 'CHAT_IMAGE_ID': self.image_id,
+            'CHAT_CERTBOT_IMAGE': self.image.replace('baiyue-logistics-chat-gray:', 'baiyue-logistics-chat-certbot:'),
+            'CHAT_CERTBOT_IMAGE_ID': self.certbot_image_id,
+            'SOURCE_COMMIT': self.commit, 'HOST_PORT': str(self.port),
+            'CHAT_ROOT': self.root, 'CHAT_RELEASE': self.release,
+            'CHAT_DATA_DIR': self.root + '/data', 'CHAT_LOG_DIR': self.root + '/logs',
+            'CHAT_RUNTIME_ENV': self.release + '/runtime.env',
+            'CHAT_DOMAIN': self.domain, 'CHAT_PROXY_DIR': self.proxy_dir,
+            'CHAT_TLS_CERT': self.certificate, 'CHAT_TLS_KEY': self.private_key,
+            'CHAT_AUTH_DIR': self.auth_dir,
+        }
+        return ''.join(f'{key}={value}\n' for key, value in fields.items())
+
+    def nginx_config(self):
+        return f'''# Managed for baiyue-logistics-chat-gray; guest chat is public and staff routes require authentication.
+server {{
+    listen 80;
+    server_name {self.domain};
+    location ^~ /.well-known/acme-challenge/ {{
+        root /var/lib/baiyue-logistics-chat-acme;
+        try_files $uri =404;
+    }}
+    location / {{ return 301 https://$host$request_uri; }}
+}}
+server {{
+    listen 443 ssl;
+    server_name {self.domain};
+    ssl_certificate {self.certificate};
+    ssl_certificate_key {self.private_key};
+    ssl_protocols TLSv1.2 TLSv1.3;
+    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 $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
+    location = / {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /static/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ^~ /uploads/ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout|orders(?:/[0-9]+)?)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {{
+        auth_basic off;
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+    location / {{
+        proxy_pass http://127.0.0.1:{self.port};
+    }}
+}}
+'''
+
+
+def runtime_environment(key, speech=None):
+    fields = {'DEEPSEEK_API_KEY': key}
+    speech = speech or {}
+    provider = (speech.get('ASR_PROVIDER') or '').strip()
+    if provider:
+        if provider != 'baidu':
+            raise ValueError('Gray speech provider must be baidu or disabled')
+        fields.update(ASR_PROVIDER=provider,
+                      BAIDU_ASR_API_KEY=speech.get('BAIDU_ASR_API_KEY', ''),
+                      BAIDU_ASR_SECRET_KEY=speech.get('BAIDU_ASR_SECRET_KEY', ''))
+    for value in fields.values():
+        if not isinstance(value, str) or not value.strip() or any(c in value for c in ('\r', '\n', '\x00')):
+            raise ValueError('Runtime credentials must be nonempty single lines')
+    def literal(value):
+        return "'" + value.strip().replace('\\', '\\\\').replace("'", "\\'") + "'"
+    return ''.join(name + '=' + literal(value) + '\n' for name, value in fields.items())
+
+
+def write_release(directory, config, key, speech=None):
+    runtime = runtime_environment(key, speech)
+    directory.mkdir(parents=True, exist_ok=False)
+    (directory / 'release.env').write_text(config.release_environment(), encoding='utf-8')
+    (directory / 'site.conf').write_text(config.nginx_config(), encoding='utf-8')
+    (directory / 'runtime.env').write_text(runtime, encoding='utf-8')
+    (directory / 'runtime.env').chmod(0o600)
+    source = Path(__file__).resolve().parent
+    shutil.copyfile(source / 'compose.gray.yml', directory / 'compose.yml')
+    shutil.copyfile(source / 'activate-gray.sh', directory / 'activate.sh')
+    shutil.copyfile(source / 'prepare-gray-tls.sh', directory / 'prepare-tls.sh')
+    shutil.copyfile(source / 'renew-gray-tls.sh', directory / 'renew-tls.sh')
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument('directory', type=Path)
+    args = parser.parse_args()
+    try:
+        config = GrayConfig.from_environment(os.environ)
+        write_release(args.directory, config, os.environ['DEEPSEEK_API_KEY'], os.environ)
+    except (KeyError, ValueError) as error:
+        parser.exit(2, 'Gray release configuration is incomplete or invalid.\n')
+
+
+if __name__ == '__main__':
+    main()

deploy/import-gray-order-samples.sh

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

deploy/nginx-bootstrap.conf.example

@@ -0,0 +1,16 @@
+# Replace chat.example.com with your actual domain before installing.
+# HTTP certificate bootstrap only; the application is not exposed here.
+server {
+    listen 80;
+    listen [::]:80;
+    server_name chat.example.com;
+
+    location ^~ /.well-known/acme-challenge/ {
+        root /var/www/letsencrypt;
+        try_files $uri =404;
+    }
+
+    location / {
+        return 404;
+    }
+}

deploy/nginx.conf.example

@@ -0,0 +1,55 @@
+# Replace every chat.example.com with your actual domain before installing.
+# Install only after the certificate and .baiyue-preview.htpasswd exist.
+server {
+    listen 80;
+    listen [::]:80;
+    server_name chat.example.com;
+
+    location ^~ /.well-known/acme-challenge/ {
+        root /var/www/letsencrypt;
+        try_files $uri =404;
+    }
+
+    location / {
+        return 301 https://$host$request_uri;
+    }
+}
+
+server {
+    listen 443 ssl;
+    listen [::]:443 ssl;
+    server_name chat.example.com;
+
+    ssl_certificate /etc/letsencrypt/live/chat.example.com/fullchain.pem;
+    ssl_certificate_key /etc/letsencrypt/live/chat.example.com/privkey.pem;
+    ssl_protocols TLSv1.2 TLSv1.3;
+
+    # 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;
+
+    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 $scheme;
+    proxy_set_header Authorization "";
+    proxy_buffering off;
+    proxy_cache off;
+    gzip off;
+    proxy_read_timeout 300s;
+    proxy_send_timeout 300s;
+
+    location = / { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ^~ /static/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ^~ /uploads/ { auth_basic off; proxy_pass http://127.0.0.1:5000; }
+    location ~ ^/(?:healthz|stream_chat|api/(?:visitor/(?:session|human/(?:request|poll|send|close))|customer/(?:session|login|logout|orders(?:/[0-9]+)?)|new_chat|get_history|get_messages|del_history|clear_all|upload|ticket|rate|feedback|speech/(?:config|transcribe)))$ {
+        auth_basic off;
+        proxy_pass http://127.0.0.1:5000;
+    }
+    location / { proxy_pass http://127.0.0.1:5000; }
+}

deploy/prepare-gray-tls.sh

@@ -0,0 +1,91 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+umask 022
+root=${1:?}
+release=${2:?}
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release" == "$root"/releases/* && "$release" != *..* ]] || exit 2
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+while IFS='=' read -r name value; do
+  case "$name" in
+    CHAT_ROOT|CHAT_RELEASE|CHAT_DOMAIN|CHAT_PROXY_DIR|CHAT_TLS_CERT|CHAT_TLS_KEY|CHAT_CERTBOT_IMAGE|CHAT_CERTBOT_IMAGE_ID|SOURCE_COMMIT)
+      [[ "$value" =~ ^[A-Za-z0-9_./:-]+$ ]] || exit 2
+      printf -v "$name" '%s' "$value" ;;
+  esac
+done < "$release/release.env"
+[[ "$CHAT_ROOT" == "$root" && "$CHAT_RELEASE" == "$release" ]] || exit 2
+[[ "$CHAT_TLS_CERT" == "$root/tls/config/live/$CHAT_DOMAIN/fullchain.pem" ]] || exit 2
+[[ "$CHAT_TLS_KEY" == "$root/tls/config/live/$CHAT_DOMAIN/privkey.pem" ]] || exit 2
+[[ "$CHAT_CERTBOT_IMAGE" =~ ^baiyue-logistics-chat-certbot:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+loaded_id=$(awk -F= '$1 == "CERTBOT_IMAGE_ID" {print $2}' "$release/loaded-image-ids.env")
+[[ "$loaded_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+[[ "$(docker image inspect --format '{{.Id}}' "$CHAT_CERTBOT_IMAGE")" == "$loaded_id" ]] || { echo 'Loaded certificate image changed.' >&2; exit 2; }
+[[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$CHAT_CERTBOT_IMAGE")" == "$SOURCE_COMMIT" ]] || exit 2
+
+site="$CHAT_PROXY_DIR/baiyue-logistics-chat-gray.conf"
+if [[ -f "$site" ]]; then
+  head -n 1 "$site" | grep -Fq 'Managed for baiyue-logistics-chat-gray' || exit 2
+else
+  for candidate in "$CHAT_PROXY_DIR/"*.conf; do
+    [[ -f "$candidate" ]] || continue
+    if grep -Fq "$CHAT_DOMAIN" "$candidate"; then echo 'Domain already belongs to another site.' >&2; exit 2; fi
+  done
+  cat > "$release/bootstrap.conf" <<BOOTSTRAP
+# Managed for baiyue-logistics-chat-gray; HTTP certificate bootstrap only.
+server {
+    listen 80;
+    server_name $CHAT_DOMAIN;
+    location ^~ /.well-known/acme-challenge/ {
+        root /var/lib/baiyue-logistics-chat-acme;
+        try_files \$uri =404;
+    }
+    location / { return 404; }
+}
+BOOTSTRAP
+  install -m 644 "$release/bootstrap.conf" "$site"
+  if ! nginx -t; then rm -f -- "$site"; exit 2; fi
+  nginx -s reload
+fi
+install -d -m 755 /var/lib/baiyue-logistics-chat-acme
+install -d -m 700 "$root/tls" "$root/tls/config" "$root/tls/work" "$root/tls/logs"
+if [[ ! -f "$CHAT_TLS_CERT" ]] || ! openssl x509 -in "$CHAT_TLS_CERT" -checkend 604800 -noout >/dev/null; then
+  docker run --rm --name baiyue-logistics-chat-certbot-issue \
+    -v "$root/tls/config:/etc/letsencrypt" -v "$root/tls/work:/var/lib/letsencrypt" \
+    -v "$root/tls/logs:/var/log/letsencrypt" -v /var/lib/baiyue-logistics-chat-acme:/webroot \
+    "$CHAT_CERTBOT_IMAGE" certonly --non-interactive --webroot -w /webroot \
+    --cert-name "$CHAT_DOMAIN" -d "$CHAT_DOMAIN" --agree-tos --register-unsafely-without-email
+fi
+openssl x509 -in "$CHAT_TLS_CERT" -checkhost "$CHAT_DOMAIN" -noout >/dev/null
+
+install -m 700 "$release/renew-tls.sh" "$root/tls/renew.sh"
+unit=/etc/systemd/system/baiyue-logistics-chat-tls-renew.service
+timer=/etc/systemd/system/baiyue-logistics-chat-tls-renew.timer
+for file in "$unit" "$timer"; do
+  if [[ -e "$file" ]]; then head -n 1 "$file" | grep -Fq 'Managed for baiyue-logistics-chat-gray' || exit 2; fi
+done
+cat > "$unit" <<UNIT
+# Managed for baiyue-logistics-chat-gray
+[Unit]
+Description=Renew logistics chat gray certificate
+After=docker.service
+Requires=docker.service
+[Service]
+Type=oneshot
+ExecStart=/bin/bash $root/tls/renew.sh $root $CHAT_DOMAIN $CHAT_CERTBOT_IMAGE
+UNIT
+cat > "$timer" <<TIMER
+# Managed for baiyue-logistics-chat-gray
+[Unit]
+Description=Daily logistics chat gray certificate renewal
+[Timer]
+OnCalendar=daily
+RandomizedDelaySec=6h
+Persistent=true
+[Install]
+WantedBy=timers.target
+TIMER
+chmod 644 "$unit" "$timer"
+systemctl daemon-reload
+systemctl enable --now baiyue-logistics-chat-tls-renew.timer
+printf 'Gray certificate is ready; dedicated renewal timer enabled.\n'

deploy/publish-gray.sh

@@ -0,0 +1,106 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+umask 077
+
+: "${TARGET_SSH_KEY:?}" "${TARGET_SSH_USER:?}" "${TARGET_SSH_HOST:?}" "${TARGET_SSH_KNOWN_HOSTS:?}"
+: "${PREVIEW_USERNAME:?}" "${PREVIEW_PASSWORD:?}" "${CHAT_IMAGE:?}" "${CHAT_IMAGE_ID:?}" "${CERTBOT_IMAGE:?}"
+[[ "$PREVIEW_USERNAME" =~ ^[A-Za-z0-9_.@-]+$ ]] || exit 2
+[[ "$TARGET_SSH_USER" =~ ^[A-Za-z0-9_.-]+$ ]] || exit 2
+[[ "$TARGET_SSH_HOST" =~ ^[A-Za-z0-9.-]+$ ]] || exit 2
+
+temporary=$(mktemp -d)
+cleanup() { rm -rf -- "$temporary"; }
+trap cleanup EXIT
+python3 -m deploy.gray_config "$temporary/release"
+release=$(awk -F= '$1 == "CHAT_RELEASE" {print $2}' "$temporary/release/release.env")
+root=$(awk -F= '$1 == "CHAT_ROOT" {print $2}' "$temporary/release/release.env")
+python3 - <<'TARGET'
+import os
+import socket
+from urllib.parse import urlsplit
+def addresses(host):
+    return {item[4][0] for item in socket.getaddrinfo(host, 443, socket.AF_INET, socket.SOCK_STREAM)}
+if not addresses(urlsplit(os.environ['PUBLIC_ORIGIN']).hostname) & addresses(os.environ['TARGET_SSH_HOST']):
+    raise SystemExit('The public domain does not resolve to the managed gray target.')
+TARGET
+printf '%s:' "$PREVIEW_USERNAME" > "$temporary/release/site.htpasswd"
+printf '%s\n' "$PREVIEW_PASSWORD" | openssl passwd -apr1 -stdin >> "$temporary/release/site.htpasswd"
+
+ssh_options=(-i "$TARGET_SSH_KEY" -o BatchMode=yes -o StrictHostKeyChecking=yes
+  -o "UserKnownHostsFile=$TARGET_SSH_KNOWN_HOSTS" -o ConnectTimeout=12)
+target="$TARGET_SSH_USER@$TARGET_SSH_HOST"
+run_ssh() { ssh "${ssh_options[@]}" "$target" "$@"; }
+
+# Only an owned, dedicated directory may receive releases or runtime data.
+run_ssh bash -s -- "$root" "$release" <<'PREPARE'
+set -Eeuo pipefail
+root=$1
+release=$2
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release" == "$root"/releases/* ]] || exit 2
+[[ "$(id -u)" == 0 ]] || { echo 'The managed gray deployment account must have the required host permissions.' >&2; exit 2; }
+for program in docker nginx openssl curl ss systemctl sha256sum; do command -v "$program" >/dev/null; done
+if [[ -e "$root" && ! -f "$root/.project" ]] && [[ -n "$(find "$root" -mindepth 1 -maxdepth 1 -print -quit)" ]]; then
+  echo 'Refusing to reuse an unowned deployment directory.' >&2
+  exit 2
+fi
+if [[ -f "$root/.project" ]]; then
+  [[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+fi
+install -d -m 700 "$root" "$root/releases" "$root/data" "$root/logs"
+printf 'baiyue-logistics-chat-gray\n' > "$root/.project"
+chown 10001:10001 "$root/data" "$root/logs"
+[[ ! -e "$release" ]] || { echo 'Release directory already exists; inspect its state before retrying.' >&2; exit 2; }
+install -d -m 700 "$release"
+PREPARE
+
+# Verify the exact exported archive before loading. Classic and containerd image
+# stores can report different IDs for the same archive, so retain target IDs too.
+docker save "$CHAT_IMAGE" "$CERTBOT_IMAGE" | gzip > "$temporary/images.tar.gz"
+archive_sha=$(sha256sum "$temporary/images.tar.gz" | awk '{print $1}')
+scp "${ssh_options[@]}" "$temporary/images.tar.gz" "$target:$release/images.tar.gz"
+run_ssh bash -s -- "$root" "$release" "$archive_sha" "$CHAT_IMAGE" "$CERTBOT_IMAGE" "$SOURCE_COMMIT" <<'LOAD'
+set -Eeuo pipefail
+umask 077
+root=$1
+release=$2
+checksum=$3
+app_image=$4
+certbot_image=$5
+source_commit=$6
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$release" == "$root"/releases/* && "$release" != *..* ]] || exit 2
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+[[ "$checksum" =~ ^[a-f0-9]{64}$ && "$source_commit" =~ ^[a-f0-9]{40}$ ]] || exit 2
+[[ "$app_image" =~ ^baiyue-logistics-chat-gray:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+[[ "$certbot_image" =~ ^baiyue-logistics-chat-certbot:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+printf '%s  %s\n' "$checksum" "$release/images.tar.gz" | sha256sum --check --status
+gzip -dc "$release/images.tar.gz" | docker load
+for image in "$app_image" "$certbot_image"; do
+  [[ "$(docker image inspect --format '{{index .Config.Labels "org.opencontainers.image.revision"}}' "$image")" == "$source_commit" ]] || exit 2
+done
+app_id=$(docker image inspect --format '{{.Id}}' "$app_image")
+certbot_id=$(docker image inspect --format '{{.Id}}' "$certbot_image")
+[[ "$app_id" =~ ^sha256:[a-f0-9]{64}$ && "$certbot_id" =~ ^sha256:[a-f0-9]{64}$ ]] || exit 2
+printf 'ARCHIVE_SHA256=%s\nCHAT_IMAGE_ID=%s\nCERTBOT_IMAGE_ID=%s\n' "$checksum" "$app_id" "$certbot_id" > "$release/loaded-image-ids.env"
+rm -f -- "$release/images.tar.gz"
+echo 'Image archive checksum and source labels verified; target image IDs recorded.'
+LOAD
+scp "${ssh_options[@]}" "$temporary/release/"* "$target:$release/"
+run_ssh bash "$release/prepare-tls.sh" "$root" "$release"
+run_ssh bash "$release/activate.sh" "$root" "$release"
+
+# Verify the public TLS endpoint and the actual acceptance password without putting it in arguments.
+python3 - <<'VERIFY'
+import json
+import os
+from urllib.request import HTTPBasicAuthHandler, HTTPPasswordMgrWithDefaultRealm, build_opener
+origin = os.environ['PUBLIC_ORIGIN'].rstrip('/')
+manager = HTTPPasswordMgrWithDefaultRealm()
+manager.add_password(None, origin, os.environ['PREVIEW_USERNAME'], os.environ['PREVIEW_PASSWORD'])
+opener = build_opener(HTTPBasicAuthHandler(manager))
+with opener.open(origin + '/healthz', timeout=30) as response:
+    assert response.status == 200 and json.load(response) == {'status': 'ok'}
+print('Authenticated gray HTTPS health check passed.')
+VERIFY

deploy/reload-nginx.sh

@@ -0,0 +1,4 @@
+#!/bin/sh
+set -eu
+/usr/sbin/nginx -t
+/usr/bin/systemctl reload nginx

deploy/renew-gray-tls.sh

@@ -0,0 +1,16 @@
+#!/usr/bin/env bash
+set +x
+set -Eeuo pipefail
+root=${1:?}
+domain=${2:?}
+image=${3:?}
+[[ "$root" == /*/gray-logistics-chat && "$root" != *..* ]] || exit 2
+[[ "$domain" =~ ^[a-z0-9.-]+$ && "$image" =~ ^baiyue-logistics-chat-certbot:[a-f0-9]{12}-b[0-9]+$ ]] || exit 2
+[[ "$(cat "$root/.project")" == baiyue-logistics-chat-gray ]] || exit 2
+certificate="$root/tls/config/live/$domain/fullchain.pem"
+previous=$(sha256sum "$certificate")
+docker run --rm --name baiyue-logistics-chat-certbot-renew \
+  -v "$root/tls/config:/etc/letsencrypt" -v "$root/tls/work:/var/lib/letsencrypt" \
+  -v "$root/tls/logs:/var/log/letsencrypt" -v /var/lib/baiyue-logistics-chat-acme:/webroot \
+  "$image" renew --non-interactive --cert-name "$domain"
+if [[ "$(sha256sum "$certificate")" != "$previous" ]]; then nginx -t; nginx -s reload; fi

deploy/wsgi.py

@@ -0,0 +1,19 @@
+"""Keep Linux service data outside the read-only application checkout."""
+
+from pathlib import Path
+
+from logistics_chat import create_app as create_application
+
+
+DATA_DIR = Path('/var/lib/baiyue-logistics-chat')
+LOG_DIR = Path('/var/log/baiyue-logistics-chat')
+
+
+def create_app():
+    return create_application({
+        'DATABASE': DATA_DIR / 'history.db',
+        'UPLOAD_DIR': DATA_DIR / 'uploads',
+        'BACKUP_DIR': DATA_DIR / 'backups',
+        'LOG_DIR': LOG_DIR,
+        'HOST': '127.0.0.1',
+    })

docs/architecture.md

@@ -0,0 +1,144 @@
+# 模块导航与拆分规范
+
+四阶段拆分已落地：`am.py` 保留命令及 WSGI 兼容入口，应用工厂和业务代码位于 `logistics_chat/`，页面样式与脚本位于 `static/`。本文描述当前结构及后续结构调整约定。
+
+## 先定位，再阅读
+
+从 [AGENTS.md](../AGENTS.md) 选择文件，以函数、常量、接口为锚点，搜索后只读取相关实现和调用方。模块移动时更新索引，不保存易失效的行号。默认遵守 Git 忽略规则，排除附件、数据库、日志、备份、虚拟环境和工作草稿。
+
+```powershell
+rg --files
+rg -n -F 'calc_freight' logistics_chat/pricing.py
+rg -n -F '/api/human/' logistics_chat/routes static/js examples
+rg -n '^(def |class |    def )' scripts tests -g '*.py'
+```
+
+PowerShell 下把目录和 `-g '*.py'` 分开传给 `rg`。报价字典可能整行很长，搜索时加 `--max-columns 200 --max-columns-preview`，避免输出整份数据。
+
+## 当前模块索引
+
+| 业务范围 | 实际文件与搜索锚点 | 联动位置 |
+|---|---|---|
+| 应用入口与配置 | `am.py`：`main`、延迟访问的 `app`；`logistics_chat/__init__.py`：`create_app`；`config.py`：`default_config`、`get_setting`；`runtime.py`：`serve_app` | `start.bat`、`.env.example` |
+| Jenkins 灰度部署 | `Jenkinsfile`、`Dockerfile`；`deploy/gray_config.py`：`GrayConfig`；`publish-gray.sh`、`activate-gray.sh`、`prepare-gray-tls.sh`、`renew-gray-tls.sh` | [部署指南](deployment.md)；独立持久化数据、证书和回环端口；`wsgi.py` 提供容器内路径 |
+| 请求钩子 | `logistics_chat/hooks.py`：`rate_limit`、`no_cache_html` | 工厂注册钩子；限流状态在 `app.extensions['rate_hits']` |
+| SQLite 与维护 | `logistics_chat/db.py`：`connect`、`close_connections`、`init_db`、`backup_db`、`save_message`、`last_user_question`、`load_context` | 维护 CLI 在 `scripts/`；旧会话自动清理仍未启用 |
+| 版本、备份、恢复 | `logistics_chat/db.py`：`SCHEMA_VERSION`、`MIGRATIONS`；`database_backup.py`：`snapshot_database`、`daily_backup`、`restore_database`、`DailyBackupWorker` | `scripts/db_maintenance.py`；[数据库维护](database-maintenance.md)；启动先快照再事务迁移，测试不启动后台线程 |
+| 历史接口 | `logistics_chat/history_service.py`：`new_chat`、`get_history`、`get_messages`、`del_history`、`clear_all`；对应 `routes/history.py` | `static/js/chat.js`：`ensureConv`、`loadHistory`、`openConversation` |
+| 知识检索 | `logistics_chat/knowledge.py`：`knowledge_list`、`search_knowledge` | [knowledge.md](knowledge.md) 与代码同步，程序不读取该文档 |
+| 运费与附加费 | `logistics_chat/pricing.py`：`RATES`、`parse_shipping_intent`、`dims_to_cm`、`pick_rate`、`calc_freight`、`freight_reply`、`calc_warehouse_card`、`detect_surcharge`、`check_island` | `logistics_chat/rates_extra.py` 为唯一扩展数据源，根目录同名文件仅兼容转发 |
+| 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 |
+| 附件 | `logistics_chat/file_service.py`：`upload_file`、`cleanup_uploads`；`routes/files.py`：`uploaded_file` | 扩展名/大小/目录由配置提供；客户端 `addMsg`，客服端 `appendMsg` |
+| 登录、统计、订单、留言、导出 | `logistics_chat/business_service.py`：`admin_login`、`admin_stats`、`my_orders`、`add_ticket`、`list_tickets`、`export_chat` | `routes/admin.py`、`routes/business.py`；登录页 `static/js/admin_login.js` |
+| 离线留言处理 | `logistics_chat/ticket_service.py`：`init_ticket_tables`、`init_ticket_history`、`get_ticket`、`list_tickets`、`claim_ticket`、`update_ticket`、`ticket_events` | `routes/business.py`；`static/js/admin_tickets.js`：`AdminTickets.create`；`tickets` 负责人、乐观锁与领取计时，`ticket_events` 同事务处理记录，迁移版本 3 |
+| 客服登录会话 | `logistics_chat/staff_service.py`：`login`、`logout`、`attach_staff`、`PUBLIC_ENDPOINTS` | `staff_sessions` 只存凭证摘要；24 小时绝对有效期，密码指纹校验；工厂最先注册默认拒绝鉴权；`admin.js` 携带 CSRF、401 停止轮询并跳转 |
+| 页面 | `templates/index.html`、`templates/admin.html`、`templates/admin_login.html` | 先加载共享 `static/css/theme.css`；客户与客服脚本先加载 `support.js`（表情、通知、评价）；客服再加载 `admin_tools.js`（备注、转接、历史搜索），最后加载 `admin.js`；保留全局事件入口 |
+| 回归 | `tests/test_rules.py`、`test_storage.py`、`test_api.py`、`test_dev_integration.py`、`test_config.py`、`test_deployment.py`、`test_gray_config.py`、`test_gray_activation.py`、`test_startup.py`、`test_maintenance_scripts.py`、`test_frontend.py`；`tests/frontend/admin.test.cjs`、`chat.test.cjs` | Linux 回退模拟基础设施、实际操作临时文件；模型、数据库及上传隔离；Node 验证草稿、异步切换、转接、撤回及评价；浏览器使用临时测试库 |
+
+除标明的根目录文件外，表内缩写的 Python 文件均相对 `logistics_chat/`。
+
+## 当前文件布局
+
+```text
+am.py                         # CLI；显式请求 am.app 时创建默认 WSGI 应用
+rates_extra.py                # 旧导入路径的兼容转发
+logistics_chat/
+├── __init__.py               # create_app 与显式运行时初始化
+├── config.py                 # 根目录 .env、环境变量、稳定根路径、服务/资源配置
+├── db.py                     # 连接、schema、历史持久化、备份
+├── knowledge.py              # 知识与关键词检索
+├── pricing.py                # 运费规则、解析、换算、附加费说明
+├── rates_extra.py            # 扩展报价数据
+├── tracking.py               # 单号识别、模拟轨迹、卡片协议
+├── order_data.py             # 可编辑订单测试表、精确查询、快照导入与卡片事实
+├── ai_client.py              # 模型 HTTP、压缩与追问
+├── chat_service.py           # 问答编排与 SSE 帧
+├── history_service.py        # 历史会话 CRUD
+├── human_service.py          # 人工状态与消息
+├── business_service.py       # 反馈、评价、统计、登录、订单、留言、历史搜索、Excel/CSV
+├── file_service.py           # 附件校验、保存、清理
+├── hooks.py                  # 限流及 HTML/SSE 缓存头
+├── runtime.py                # Waitress / Flask 启动
+└── routes/
+    ├── __init__.py           # Blueprint 注册
+    ├── chat.py
+    ├── history.py
+    ├── human.py
+    ├── admin.py
+    ├── business.py
+    ├── files.py
+    └── pages.py
+templates/                    # HTML/Jinja 及原有事件属性
+static/css/                   # theme.css 共享令牌；chat/admin/admin_login 页面样式
+static/js/                    # chat.js、admin.js、admin_login.js，经典脚本
+scripts/                      # 可独立运行的维护 CLI
+tests/                        # 按业务模块组织的回归
+```
+
+## 模块边界与依赖方向
+
+- 路由只解析请求并包装响应；服务组织业务；规则模块提供确定性计算。依赖方向为 `routes → services → rules / db / ai_client`，下层不导入路由或根入口。
+- `db.py` 统一连接、schema 和历史持久化。人工与管理业务的 SQL 放在所属服务，HTTP 路由不执行 SQL。请求及流式请求结束时关闭连接，未提交事务回滚。
+- `init_db` 包括客服账号、订单与留言表，首次启动只建空表；不内置账号。重复初始化保留已有数据，业务测试从真实初始化结果插入夹具，不另建缺失表。
+- 所有模型 HTTP 经 `ai_client.post_completion`。保留流式问答 `(5, 90)`、压缩 `(5, 30)`、追问 `(5, 15)` 三组连接/读取超时；不能因共用客户端而合并期限。流结束或取消时释放 HTTP 响应。
+- 模块导入不建库、不备份、不清理附件、不访问模型。`create_app` 默认显式初始化运行目录、数据库、备份与旧附件清理；`INITIALIZE_RUNTIME=False` 可禁止这些动作，此时调用方负责提供已有 schema。访问兼容入口 `am.app` 视为显式创建应用。
+- `config.ROOT_DIR` 指向仓库根目录，模板/静态目录显式提供给 Flask。数据库、上传、备份、日志使用配置中的绝对路径，避免包文件移动改变数据位置。
+- `default_config` 用 `python-dotenv` 读取根目录 `.env`，不修改 `os.environ`；只读取已支持的 `DEEPSEEK_API_KEY`，不展开 `${...}`。显式工厂配置优先于进程环境（含空值），再使用文件值。配置在应用创建时确定，修改后重启；真实 `.env` 不纳入 Git。
+- 限流、输入状态由应用实例持有，不能每请求重置或跨测试应用共享。维护 CLI 和纯规则可用标准库加载，包入口延迟导入 Web 依赖。
+- 单文件围绕一个职责；超过约 300–400 行时检查职责，而非按行数机械拆分。报价数据保持单一来源；兼容转发不复制字典。页面脚本按页面保留既有执行顺序和全局函数，不擅自改为 ES Modules。
+- 配色、字体基线和通用控件放在 `theme.css`，页面布局放在对应 CSS。客户页通过 `body.dark` 覆盖主题令牌；新增可翻译文案加入 `chat.js` 的 `I18N`，静态文案用 `data-i18n`。调整样式后检查桌面、390px 窄屏、侧栏、聊天卡片和客服空/活动状态。
+- 客户界面不附加测试/演示声明、底部免责声明、键盘说明、快捷入口副标题或附件准备说明；草稿恢复和发送成功静默处理。加载、录音、人工排队状态及操作失败反馈保留，权限校验继续由服务端执行。
+- 客户查货以入仓码为主要入口，输入占位、快捷入口与查询追问均优先使用入仓码；订单卡片从 `fields.inbound` 取得主显示号码，内部订单号放在展开详情。`card.no` 仍保存内部订单号以兼容历史协议和上下文关联；未提供入仓码时保留准确的订单号标签，不生成替代入仓码。
+- 登录后由 `customer_orders.js` 自动展开只读“我的订单”面板，不切换聊天或改写草稿。`GET /api/customer/orders` 按 ID 倒序每页 20 条，以 `before` 游标继续；同时返回同一数据库快照下的全量授权范围 `summary`，不受分页或 `status` 筛选影响。状态分组为 `pending`（草稿、已提交、审核通过、已接单）、`processing`（履约中）、`completed`（头程订单已完成）、`cancelled`（已取消）与 `other`（驳回及未识别状态），`all` 查看全部；履约状态不推断实际运输状态。页面标题显示真实总数，列表另标已加载数量，点击概况重置游标并在服务端筛选。`GET /api/customer/orders/<id>` 返回精确订单的现有轨迹卡片。两者只使用服务端客户授权租户与配置范围的交集，不接受客户端租户声明；列表仅返回白名单摘要，详情不含内部备注。页面重新可见或窗口重新获得焦点时，先验证客户登录，再自动刷新当前状态筛选的第一页与全量概况；同次唤醒事件合并，已有订单请求进行中时不重复刷新。自动刷新保持面板展开状态、轨迹详情及聊天草稿，失败保留原列表并提供重试；退出/401 清空面板及概况，异步结果受请求版本约束；Nginx 与 Flask 的公开路由白名单仅开放这两个客户鉴权入口，旧 `/api/my_orders` 继续受后台保护。
+- 客户订单错误按网络失败、10 秒本地超时/408/504、429 限流、5xx 服务异常及成功响应格式异常区分中英文提示。400/403/详情 404 不提供原请求重试，分别引导刷新、联系人工、返回订单列表；401 沿用清空数据并复核登录的流程。HTTP 状态优先于错误响应体，不直接显示服务端内部诊断；取消和迟到请求不得覆盖当前视图。
+- 客户附件预览由 `clearAttachment` 管理，轨迹展开由 `fillTrackCard` 管理。客服 `drafts` 按 `sid` 保存草稿，发送成功后只清理已确认发送的内容；常用回复仅填入草稿。`renderList` 只在展示数据变化时重绘。
+- 客户文字草稿由 `drafts.js` 的 `ChatDrafts.create` 管理，脚本在 `visitor.js` 之后、`chat.js` 之前加载；localStorage 按访客 key 和会话分条存储，sessionStorage 仅记录当前标签页的活动会话。切换前同步保存，输入防抖及页面隐藏时保存；无持久存储时使用页面内存并提示。恢复历史的异步结果受会话版本约束，加载失败禁止继续发送，删除会话同步清除其草稿。草稿不含未发送附件，不跨设备同步。
+- 人工申请由服务端以 UTC+8 判断每日 08:00–22:00 营业状态，客户手机时区不参与判断。附件清理保留 `messages` 和 `human_messages` 引用的文件，仅删除超过 7 天的未引用临时文件；读取引用失败时停止清理。附件不存在或不属于当前游客均返回相同的私有、不可缓存 404 页面，破图在聊天中显示可读提示。
+- 客户页 `resetConversation` 统一处理新建、快捷问题和历史切换；人工路由同时绑定 `humanConvId` 与当前会话版本。旧建会话、历史、人工申请和轮询的异步结果不得覆盖新话题。三个业务快捷入口开启独立 AI 对话，联系人工入口才进入人工模式；排队/接待状态常驻输入框上方，可用「返回 AI 问答」结束人工会话。人工消息确认成功后才清空草稿，失败保留输入；服务端校验可选 `conv_id` 并拒绝已关闭会话。
+- 客服工作台默认只展示会话列表和全高聊天区；统计使用原生 `details` 收在「数据概览」。`setSessionTab` 切换接待/排队列表，`setChatView` 与 `showSessionList` 控制 720px 及以下的整屏导航，不结束当前会话。`setToolsOpen` 控制默认关闭的服务资料：1200px 以上为侧栏，较窄屏为抽屉；列表入口让未选会话的手机用户也能查看留言。
+- 人工排队接口按服务端北京时间计算 `waiting_minutes`，等候超过 5 分钟返回超时状态和超时分钟数。`loadQueue` 对每条会话仅在首次进入超时时通知一次，队列计数常驻标签，卡片标红；离开超时队列后清除去重状态。
+- 离线留言的 `admin_tickets.js` 在 `admin.js` 之前加载，由后者注入带超时、CSRF 和登录失效处理的请求函数。后台按当前登录账号领取，领取原子比较待处理状态；仅负责人可更新处理中留言，版本冲突返回 409，已完成只读。页面草稿按留言 ID 和原始版本保留，轮询不会隐式重置草稿版本；冲突须人工核对。客户提交接口不接受负责人或处理状态，不能访问后台处理接口。
+- 留言搜索由 `ticket_service.list_tickets(query=...)` 统一叠加状态及游标条件，LIKE 参数转义通配符；列表继续返回数组。`ticket_summary(after)` 单独提供不受筛选影响的总待处理数量与新增数量，使用状态索引和主键范围查询。`refreshSummary` 与列表轮询独立，不因查看旧页、搜索或写请求停止；首次结果作为提醒基线，之后只提醒超过已见编号的新记录。
+- 留言超时由服务端按待领取 30 分钟、领取后处理 20 分钟计算，备注修改不重置 `claimed_at`；列表 `overdue=1` 与全局 summary 使用一致截止时间，完成记录不计入。处理事件与操作同事务保存，只有后台可读，以事件 ID 分页；前端独立加载记录并隔离迟到响应。旧数据只保留升级状态，领取时间估算有显式标识。
+
+## 后续结构调整顺序
+
+| 阶段 | 范围 | 验收要求 |
+|---|---|---|
+| 1. 纯规则 | 知识、报价、运费、运单识别 | 边界结果与迁移前一致；固定时钟比较模拟轨迹；导入无运行数据副作用 |
+| 2. 数据访问 | 配置、SQLite、备份、附件 | 临时目录验证 schema 兼容、事务、保留/清理时机和跨目录 CLI |
+| 3. 服务/路由 | 模型、聊天、人工、应用工厂、Blueprint | URL/方法/状态/JSON/SSE 不变；保留限流、HTML/SSE 缓存头及根入口 |
+| 4. 前端 | 模板与 CSS/JS | 仅迁移时对照原资源内容；主动改版时验证语法、资源 URL、加载顺序、响应式和客户/客服页交互 |
+
+每阶段完成相关验证再推进依赖阶段。鉴权、缺表和计费的业务修复单独说明，避免在结构调整中顺带改行为。
+
+## 必须保留的接口与数据约定
+
+- SSE 字段为 `t`、`e`、`card`、`replace`、`suggest`、`d`；客户端兼容 LF/CRLF 和跨字节分段，收到 `d` 才算成功，意外 EOF 保留已收到正文并提供重试。上游缺少结束标记或因长度截断时保存中断状态；压缩、追问、流式 HTTP 响应都要关闭。首段等待 90 秒、整轮 120 秒；会话、历史及人工 JSON 请求 10 秒，上传 15 秒超时可恢复。
+- `chat_service.create_chat_stream` 的订单查询使用本地 `order_test_data`；忽略附件路径、重量、日期和三维尺寸，保留标识中的后缀，不再调用 `build_track` 生成模拟轨迹。旧模拟函数仅兼容旧导入，不进入聊天查询路径。未知单号、多条匹配和查表失败明确说明，禁止回退模型编造状态。
+- `CARD_PREFIX` 新增 `kind=order`：仅包含白名单概要、申报货物汇总和订单业务状态历史，不包含姓名、地址、内部备注或操作人。`order_tracking.py` 从 `order_test_data.tracking_json` 的已关联事实生成物流轨迹；存在有效事实时设置 `node_kind=logistics`，`nodes` 仅存实际节点，`estimated_nodes` 单独展示预计节点，`tracking_status` 只按实际节点序号推进。相同货柜/节点按最新观测修正时间，预计事实不覆盖实际事实；多柜独立展示。缺失的节点、地点和签收事实不得补造，提柜、还柜不等于签收。子单不继承父单重量或轨迹；COMPLETED 只表示头程订单完成。没有物流事实时继续展示业务状态历史。页面和模型上下文不附加测试副本声明或导入时间。订单及物流追问只在同一 `conv_id` 内复用最近单号，并重新查表取得修改后的值；新报价或其他话题不会沿用旧订单。
+- 订单表不提供管理页面或对外增删改接口；表数据在运行时 SQLite 内维护，导入脚本默认保留已有记录，只有显式 `--replace` 覆盖。匿名 HTTP 查单在读取订单前返回登录引导；`g.customer_tenant_id` 由可信客户认证适配器设置，不接受访客 key、请求参数或客户自报 Header。客户范围非空时必须传给 `lookup_order`，并与 `ORDER_DATA_TENANT_ID` 的额外限制取交集。源库连接凭据和快照在仓库外，业务库只读，不随服务查询访问源库。
+- 客户认证使用独立 `customer_users`、`customer_tenant_grants` 与 `customer_sessions` 表，由 `customer_service.attach_customer` 在访客恢复之后验证并设置 `g.customer`、单客户 `g.customer_tenant_id` 或多客户 `g.customer_tenant_ids`；只保存密码哈希与登录 token 哈希。默认账号首次关联当前本地订单的客户范围，之后不自动扩大，普通账号仍按明确关联过滤；`lookup_order` 的单客户参数及多客户白名单都与环境限制取交集。会话的 `customer_scope` 保存范围指纹。登录 Cookie 为 HttpOnly、SameSite=Lax，在 HTTPS 上为 Secure，绑定当前访客并在 8 小时后失效；退出、账号停用、密码或客户范围改变使旧会话失效。默认客户账号不赋予客服后台权限。
+- 匿名查单返回 SSE `login_required` 与正文，客户页提供登录按钮；`customer.js` 登录成功后仅在原会话版本未变化时继续原问题，保留期间输入的新草稿。侧栏可独立登录/退出，登录状态在窗口恢复焦点时刷新。首次返回订单卡片时，会话绑定客户 ID 和客户范围；历史、人工会话及后续生成同时校验访客、客户和范围。退出后清除当前可见订单内容，重新登录同一身份可恢复；匿名清空历史不删除被登录保护的会话。
+- 节点导出：`scripts/export_order_tracking.py --database-env <显式环境文件> --orders-snapshot <私有订单快照> --output <新私有节点快照>`。仅需离线导出时安装可选 `PyMySQL`；脚本开启源库只读事务，只查询快照订单直接关联的入库完成、已冻结装柜和标准船节点，按客户与源订单 ID 同时匹配。随后运行 `scripts/import_order_test_data.py --snapshot <节点快照> --db <运行数据库> --tracking-only`；只更新已有订单的 `tracking_json`，校验源 ID，不改订单字段，默认保留已有轨迹。`--replace` 才覆盖手工轨迹。快照不随 Git 发布；将来 MCP 接入仍返回同一事实结构，无需改变卡片协议。
+- 历史卡片以 `__CARD__{json}` 保存；原 SQLite 表、字段、角色值和历史记录继续可读。历史正文和卡片使用存库时间，卡片恢复复制操作。切换话题或历史时取消旧流和待上传附件；等待建会话期间的新草稿不能被旧发送清空。历史刷新失败保留已有列表；删除或清空成功后先同步本地列表，并使先前的刷新失效，刷新失败或迟到均不恢复已删除记录。删除会话同步移除其人工会话及消息，迟到的模型写入不能生成孤立消息。
+- 人工申请使用 `conv_id`，返回 `session_id`，后续用 `sid`。状态为 `waiting/active/closed`，消息方向为 `customer/agent/system`。转接将 active 改为 waiting，列表只允许主动接入。备注保存在 `human_sessions.note`；撤回将原客服消息改为系统提示并追加带 `recalled_id` 的系统事件，轮询按原消息编号更新，重复撤回不追加事件。
+- 客服后台 JSON 请求由 `adminRequest` 统一设置 10 秒超时，包含响应正文读取；完成或失败后清理计时器。轮询超时释放锁、显示连接中断提示，后续每秒轮询自动恢复；发送超时保留当前草稿并恢复按钮，不自动重发，需先确认聊天记录再手动重试。
+- 新建会话保存一条 assistant 欢迎语并返回 `welcome`，前端在首次用户消息之前显示。首次提问判定只统计 user 消息。服务评价用 `ratings` 保存，并汇总到管理统计。Excel 导出依赖 `openpyxl`，原 CSV 可用 `?format=csv` 访问。
+- 计费档位、单位换算和舍入保持原样。`shipping_intent_with_context` 用 `is_shipping_followup` 识别渠道、重量、尺寸、单独目的地回复及重试，保留报价条件；新订单、另外一票、理赔及新的完整问题形成回溯边界，不继承上一票尺寸。尺寸支持带小数和空格，换算单位后计价。中英混写的 UK/US 按 ASCII 边界识别；目的地未确认时先询问目的国家，不默认给出欧洲报价。英国使用英国渠道和默认比价组合。明确提到美国等未覆盖目的地时不套用欧洲费率，英国按方报价不套用欧洲仓价；指定国家或仓点没有匹配时 `calc_warehouse_card` 返回空。`calc_freight.total` 仅含基础运费；附加费尚未统一并入。知识文档与 `knowledge_list` 同步维护。
+- 聊天请求的会话编号仅接受 SQLite 整数范围内的 ASCII 十进制整数或空值；字符串转换前限制长度，非法 Unicode 数字和超长数字返回 SSE 输入错误，不进入模型调用。
+- 上传 URL 保留 `/uploads/`，默认 10MB，扩展名配置保持不变。原附件保留本地、继续忽略，目录迁移不另建一份数据。
+- 客户页 `attachments.js` 管理输入框粘贴文件、聊天区拖放和图片预览；文件仍经 `chat.js` 的 `uploadAttachment` 走原上传接口，上传后等待手动发送，一次只接收一个附件。普通文字粘贴不拦截，聊天区外拖入文件只阻止浏览器跳转。图片通过页面内 `dialog` 放大、缩小和适应窗口，保留附件原有访问权限；切换会话或退出客户账号时关闭预览。
+- 手机语音由 `voice.js` 管理按住、松开、上滑取消、60 秒上限及媒体轨道释放；切换会话、离开页面或权限/转写超时取消录音与待处理请求，迟到结果不能进入新会话，已有草稿不自动提交。`/api/speech/config` 仅返回可用性及限制，`/api/speech/transcribe` 有独立 5MB 请求限制并以 `MemoryAudioRequest` 将音频文件保持在内存中；音频不进入 uploads 或聊天历史。百度适配通过 FFmpeg 管道转换 16 kHz 单声道 PCM，校验真实解码长度后调用百度短语音识别，Token 按应用隔离缓存。可选 DashScope 适配和 DS 文字聊天凭据独立，密钥及上游原始错误不得返回客户端。识别结果走既有 AI/人工消息入口。H5 订单详情默认折叠；可视高度变化保持最新回复可见，阅读旧消息时不强制拉到底部。
+- `agents`、`orders`、`tickets` 在应用初始化时建空表；兼容已有独立 id 列的 agents 表，不预置账号或演示数据。
+- 游客由 `visitor.js` 用安全随机数生成本地 key，经 `/api/visitor/session` 换取 HttpOnly、SameSite Cookie，HTTPS 时设置 Secure；浏览器存储不可用时可用 Cookie 恢复。数据库 `chat_history.visitor_id` 仅存 key 的 SHA-256，历史增删查、SSE 上下文和 `visitor_uploads` 附件索引均按归属校验。旧数据归属为空时保留，不自动授予新访客。客户端公共人工接口为 `/api/visitor/human/{request,poll,send,close}`，校验会话归属、只接受 customer 消息并去掉内部备注；原 `/api/human/*` 留给受保护客服。客服附件用 `/api/staff/uploads/`，所有客户 JSON 与附件禁止共享缓存。
+- Nginx 默认保护客服及未知路径，只有客户首页、静态资源和明确的客户 API 白名单免代理密码。应用内 `staff_service.PUBLIC_ENDPOINTS` 按已注册端点列出公共入口，其余页面及接口统一校验独立客服会话；后台未登录时跳转 `/admin`，API 返回 401，写操作另校验 CSRF 与来源。`GET /api/admin/session` 返回当前客服和 CSRF 令牌，`POST /admin/logout` 撤销凭证；Cookie 为 HttpOnly、SameSite=Lax、HTTPS Secure，服务端及浏览器 Cookie 从登录起 24 小时有效，请求及重启不续期；升级时撤销没有签发时间的旧无限期凭证；退出、密码变化或删除账号使旧会话失效。上游仍只能绑定回环地址；客户登录与游客身份均不能升级为客服权限。
+
+## 验证与维护
+
+先按 README 安装项目依赖。Windows 使用 `.\.venv\Scripts\python.exe -m pytest -v` 或同解释器的 `-m unittest discover -s tests -v`；Linux/macOS 使用 `.venv/bin/python`。业务测试依赖 Flask，不能用未安装依赖的全局 Python 运行整套测试。模型请求全部模拟，不代表真实 DeepSeek 联调。
+
+路径、函数或资产移动后同步更新根 `AGENTS.md`、本文、知识资料和 README 目录树。仅改导航时检查路径、符号、命令；改业务时补充相关成功和失败分支，前端改动检查实际页面。

docs/database-maintenance.md

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

docs/deployment-linux.md

@@ -0,0 +1,154 @@
+# Linux 单机手动部署参考
+
+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。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。
+
+游客历史、人工会话和附件已按访客归属隔离；客户订单按登录账号关联范围校验，匿名不能查询真实订单。客服后台另有独立的应用登录会话，自登录成功起 24 小时有效，访问后台和重启服务不延长期限，写请求校验 CSRF；退出或改密后旧凭证失效。必须继续沿用示例中的精确公开白名单，保护其余全部路径，包括客服、搜索、导出和原人工接口，不能只保护 `/admin`。上游端口不可对公网开放。
+
+## 1. 域名与网络
+
+- 将验收子域名的 A 记录解析到服务器公网 IPv4；只有正确配置服务器 IPv6 后才添加 AAAA。
+- 服务器安全组和防火墙允许 TCP 80、443，保留实际使用的 SSH 管理端口。不要开放应用端口 5000。
+- 服务器需要能够出站访问 Python 包源及 `https://api.deepseek.com`。
+- 下文的 `chat.example.com` 均需替换成真实域名，包括 Nginx 配置内的证书路径。
+
+## 2. 上传源码并安装依赖
+
+首次部署使用 `baiyue-logistics-chat-linux-acceptance.tar.gz`。部署包包含本次工作区的部署文件和缺表修复，不含 `.git`、`.env`、虚拟环境、日志、数据库或本机附件。之前 Git 推送因认证失败未完成；若改用 Git 拉取，须先确认远端版本包含这些变更。
+
+将部署包上传到服务器 `/tmp/`，以下命令均在服务器执行。首次部署假设 `/opt/baiyue-logistics-chat` 尚不存在；已有安装请使用文末更新流程。
+
+```bash
+sudo apt update
+sudo apt install -y python3 python3-venv python3-pip nginx apache2-utils certbot
+python3 --version
+sudo tar --no-same-owner -xzf /tmp/baiyue-logistics-chat-linux-acceptance.tar.gz -C /opt
+sudo adduser --system --group --home /nonexistent --no-create-home baiyue
+sudo chown root:baiyue /opt/baiyue-logistics-chat
+sudo chmod 750 /opt/baiyue-logistics-chat
+cd /opt/baiyue-logistics-chat
+sudo python3 -m venv .venv
+sudo .venv/bin/python -m pip install -r requirements.txt
+```
+
+若系统已有专用 `baiyue` 用户，跳过 `adduser`。代码与虚拟环境归 root 所有；服务数据另存到 `/var/lib/`，无需让 Web 进程修改源码。
+
+## 3. 配置 DS 密钥
+
+仅首次复制配置，已有 `.env` 时跳过复制；不要把本机配置打进部署包。
+
+```bash
+sudo install -o root -g baiyue -m 640 .env.example .env
+sudoedit /opt/baiyue-logistics-chat/.env
+```
+
+在编辑器内填写 `DEEPSEEK_API_KEY=你的密钥`，无需加 `export`，不要在终端命令或日志中输出密钥。文件由应用工厂读取；本方案的 systemd 单元不再注入同名环境变量。更换密钥后重启服务。
+
+## 4. 启动应用服务
+
+```bash
+sudo install -m 644 deploy/baiyue-logistics-chat.service /etc/systemd/system/baiyue-logistics-chat.service
+sudo systemd-analyze verify /etc/systemd/system/baiyue-logistics-chat.service
+sudo systemctl daemon-reload
+sudo systemctl enable --now baiyue-logistics-chat
+sudo systemctl status baiyue-logistics-chat --no-pager
+curl -I http://127.0.0.1:5000/
+```
+
+本机检查应返回 HTTP 200。服务使用独立系统用户、单进程 8 线程并仅监听 `127.0.0.1:5000`，不走 `am.py` 的 Flask 开发服务器回退。单进程保留当前应用的内存输入状态和限流行为；暂不配置多进程或多个副本。
+
+systemd 自动创建并授权以下目录，重启与更新源码不会替换其中的数据：
+
+| 内容 | 服务器路径 |
+|---|---|
+| SQLite | `/var/lib/baiyue-logistics-chat/history.db` |
+| 上传附件 | `/var/lib/baiyue-logistics-chat/uploads/` |
+| 启动备份 | `/var/lib/baiyue-logistics-chat/backups/` |
+| 应用日志 | `/var/log/baiyue-logistics-chat/app.log` |
+| 密钥配置 | `/opt/baiyue-logistics-chat/.env` |
+
+首次启动创建所需业务表，已有表和记录保持兼容。已有数据库升级前生成校验快照并记录版本，失败回滚且不启动。启动执行当日备份，运行期间默认每分钟检查北京时间跨日并做每日备份；数据库恢复及服务器路径参数见 [数据库维护](database-maintenance.md)。附件清理只删除未被聊天引用的过期临时文件；附件及配置需另行备份。
+
+## 5. 申请 HTTPS 证书
+
+先安装只提供证书验证路径的 HTTP 配置，此时不会转发到应用：
+
+```bash
+sudo install -d -m 755 /var/www/letsencrypt
+sudo install -m 644 deploy/nginx-bootstrap.conf.example /etc/nginx/sites-available/baiyue-logistics-chat
+sudoedit /etc/nginx/sites-available/baiyue-logistics-chat
+sudo ln -s /etc/nginx/sites-available/baiyue-logistics-chat /etc/nginx/sites-enabled/baiyue-logistics-chat
+sudo nginx -t
+sudo systemctl enable --now nginx
+sudo systemctl reload nginx
+sudo certbot certonly --webroot -w /var/www/letsencrypt --cert-name chat.example.com -d chat.example.com
+```
+
+编辑配置时替换域名，申请证书时也替换两处域名；按 Certbot 提示填写邮箱和确认条款。若申请失败，先核对 DNS 和外网 80 端口，保留引导配置排查，暂不安装下一步需要证书的 TLS 配置。
+
+## 6. 设置访问密码并开放 HTTPS 验收
+
+创建验收账号 `preview`，密码由命令交互输入，不写入项目配置。`-c` 仅首次创建密码文件时使用；以后修改密码应去掉 `-c`。
+
+```bash
+sudo htpasswd -cB /etc/nginx/.baiyue-preview.htpasswd preview
+sudo chown root:www-data /etc/nginx/.baiyue-preview.htpasswd
+sudo chmod 640 /etc/nginx/.baiyue-preview.htpasswd
+sudo install -m 644 deploy/nginx.conf.example /etc/nginx/sites-available/baiyue-logistics-chat
+sudoedit /etc/nginx/sites-available/baiyue-logistics-chat
+sudo nginx -t
+sudo systemctl reload nginx
+```
+
+替换 TLS 配置中所有域名及证书路径；`nginx -t` 失败时先修正，不要继续 reload。模板的访问密码覆盖页面、附件、静态资源和全部 API，后端 5000 端口继续只对本机开放。不能只在导航层隐藏后台页面。
+
+Nginx 已关闭代理响应缓冲及压缩，并将等待上游数据的超时设为 300 秒，供 AI SSE 分段输出；上传入口允许 12 MiB 请求体以容纳应用 10 MiB 文件上限外的表单开销。
+
+## 7. 验收和证书续期
+
+```bash
+curl -I https://chat.example.com/
+curl -I https://chat.example.com/api/export_chat
+curl -u preview -I https://chat.example.com/
+```
+
+前两条应返回 401，证明页面和数据接口都受保护；第三条交互输入访问密码后应返回 200。浏览器也会先弹出访问密码：
+
+- 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：
+
+```bash
+sudo install -d -m 755 /etc/letsencrypt/renewal-hooks/deploy
+sudo install -m 755 deploy/reload-nginx.sh /etc/letsencrypt/renewal-hooks/deploy/baiyue-reload-nginx
+sudo systemctl enable --now certbot.timer
+sudo certbot renew --dry-run --run-deploy-hooks
+```
+
+最终配置保留 HTTP 的 `/.well-known/acme-challenge/` 路径，供 webroot 续期使用；其他 HTTP 请求跳转到 HTTPS。不要删除验证路径或只对自己的 IP 开放证书验证端口，否则后续续期会失败。
+
+## 维护、更新和问题定位
+
+```bash
+sudo journalctl -u baiyue-logistics-chat -n 100 --no-pager
+sudo tail -n 100 /var/log/baiyue-logistics-chat/app.log
+sudo systemctl restart baiyue-logistics-chat
+sudo nginx -t
+```
+
+- **502**：先查应用状态、journal 日志、依赖安装及 5000 端口本机检查。
+- **一直弹访问密码**：检查 Nginx 密码文件和 `www-data` 读权限；不要用应用内客服密码替代验收密码。
+- **AI 无回复**：确认服务器 `.env` 已填写并重启，检查服务器能否访问 DS；本机验收成功不代表服务器网络已验证。
+- **输出集中到最后**：检查实际生效的 Nginx 配置和 CDN 是否重新启用了缓冲。
+- **429**：目前反向代理后的请求共享应用默认限流桶，适合单人验收；多人开放前需正确配置可信代理和业务限流。
+
+更新前停止应用并备份 `/var/lib/baiyue-logistics-chat/`，另行保护 `.env`。源码更新只替换项目文件，不复制本机数据库或 `work/`，不覆盖服务器 `.env`；按需重新安装依赖后重启。若修改 systemd 单元，重新安装单元并执行 `daemon-reload`；若修改 Nginx，先检查再 reload。回退源码时仍保留数据副本，本项目尚无数据库降级迁移工具。
+
+本地已通过应用工厂和全新数据库回归；目标服务器的 `systemd-analyze verify`、`nginx -t`、DNS、证书签发及真实 DS 请求仍需在部署时验证。
+
+## 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)，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

@@ -0,0 +1,113 @@
+# 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；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。游客历史和附件在应用内按归属隔离；客服采用应用内 24 小时会话鉴权，并保留 Nginx 密码保护，不能裸露上游端口。客户订单访问按服务端客户登录及关联范围校验，匿名查单不会读取订单数据。
+
+容器时区设为 `Asia/Shanghai`，营业时间与聊天时间按中国时间计算。
+
+## Jenkins 任务
+
+任务名为 `baiyue-logistics-chat-gray`。定义选择 Pipeline script from SCM，本项目 Git 地址为仓库，分支字段为 `${SOURCE_REF}`，脚本路径为 `Jenkinsfile`。公开仓库可匿名读取；转为私有后配置只读 SCM 凭据。
+
+`java-builder` 标签代理须有 Docker、Bash、Python 3、Node.js 18+、OpenSSL、SSH，并能下载所选 Python 基础镜像和 PyPI 依赖。标签不表示固定物理节点。
+
+以下参数由私有灰度配置提供，实际地址和凭据值不写入源码：
+
+| 参数 | 含义 |
+|---|---|
+| `ENVIRONMENT` | 单选 `gray`，流水线拒绝其他值 |
+| `SOURCE_REF` | 本次发布的不可变标签或提交，也可明确选择开发分支 |
+| `PYTHON_BASE_IMAGE` | 已验证的官方 Python 3.12 基础镜像 |
+| `DEBIAN_MIRROR` | 默认 `https://deb.debian.org`；国内可选 `https://mirrors.tuna.tsinghua.edu.cn`，保留 Debian 签名校验 |
+| `PUBLIC_ORIGIN` | 独立 HTTPS 域名，不带子路径 |
+| `HOST_PORT` | 已确认空闲的宿主机回环端口，如 `29013` |
+| `GRAY_DEPLOY_DIR` | 专用目录，末级必须为 `gray-logistics-chat` |
+| `GRAY_PROXY_CONF_DIR` | 宿主机 Nginx 实际加载的站点目录 |
+| `GRAY_TLS_CERT_FILE` / `GRAY_TLS_KEY_FILE` | 本服务独立证书和私钥路径 |
+| `SSH_CREDENTIAL_ID` | SSH 用户与私钥凭据引用 |
+| `SSH_HOST_CREDENTIAL_ID` | SSH 目标的 Secret text 引用 |
+| `SSH_KNOWN_HOSTS_CREDENTIAL_ID` | 已核实的 known_hosts 文件引用 |
+| `DEEPSEEK_CREDENTIAL_ID` | 本服务模型密钥的 Secret text 引用 |
+| `PREVIEW_AUTH_CREDENTIAL_ID` | 专用验收用户名和密码引用 |
+| `ASR_PROVIDER` | `baidu` 启用语音；空值关闭 |
+| `BAIDU_ASR_API_KEY_CREDENTIAL_ID` / `BAIDU_ASR_SECRET_KEY_CREDENTIAL_ID` | 本服务百度语音专用 Secret text 引用 |
+| `IMPORT_ORDER_SAMPLES` | 默认关闭；明确需要补样本时才启用 |
+| `ORDER_SNAPSHOT_CREDENTIAL_ID` / `TRACKING_SNAPSHOT_CREDENTIAL_ID` | 本次导入的临时 Secret file 引用 |
+
+运行密钥和验收账号保存在私有灰度配置与 Jenkins 凭据库，供后续发布持续复用；轮换时同步更新。不要将密钥放在构建参数、Git URL、镜像 ARG、日志或示例文件中。
+
+语音运行配置只注入 `ASR_PROVIDER`、`BAIDU_ASR_API_KEY`、`BAIDU_ASR_SECRET_KEY`，与 DS 密钥一起写入权限 600 的 `runtime.env`。容器使用镜像内的 FFmpeg，不传本机 `FFMPEG_BIN`，也不使用 OCR 凭据。缺少任一百度凭据时拒绝生成发布配置。
+
+私有订单样本不进入 Git、构建上下文或镜像。可在明确授权后临时上传为 Jenkins Secret file 并启用 `IMPORT_ORDER_SAMPLES`；发布脚本核验快照校验和与实际运行提交，在线备份聊天 SQLite，再调用 `scripts/import_order_test_data.py` 默认导入订单、以 `--tracking-only` 补充轨迹。两步均不使用 `--replace`，保留手工订单字段和已有非空轨迹。临时文件在导入后清除；验收后移除临时 Jenkins 文件凭据并关闭导入开关。此操作只访问聊天服务自己的 SQLite。
+
+## 发布步骤
+
+1. 完成检查并提交代码，创建 `gray-chat-YYYYMMDD-<commit12>` 一类不可变发布标签。不要重写已有标签或强推覆盖远端分支；分支有其他更新时先明确发布基线。
+2. 推送标签，在任务 `SOURCE_REF` 选择该标签。Jenkins 按此引用加载流水线并检出代码，镜像记录完整提交 SHA。
+3. 流水线检查 Bash 语法，运行 Node 回归，再构建 `test` 目标执行 Python 回归；通过后构建 `production` 应用镜像及 `certbot` 运维镜像。
+4. 构建完成后才绑定运行凭据。发布脚本校验路径、域名和源提交，生成私有配置并发送镜像及发布文件。服务器验证镜像归档的 SHA-256 后加载，记录目标主机的镜像 ID。
+5. 首次签发域名证书，等待应用健康，再安装本服务的 Nginx 配置。已有业务的容器和站点配置不参与本次发布。
+6. Jenkins 使用验收账号验证公网 HTTPS `/healthz`；之后在浏览器验证 AI 流式回复、上传、转人工和工作台。
+
+应用镜像必须选择 `production` 构建目标；`certbot` 仅用于证书运维。每个构建生成独立镜像标签，不依赖 `latest`。Docker 的 classic 与 containerd 镜像存储可能返回不同 ID；跨主机以归档校验和与源提交标签核验传输，激活前再与 `loaded-image-ids.env` 中的目标 ID 比较，拒绝加载后被替换的镜像。归档加载后删除，构建机 ID 保留在 `release.env` 供追溯。
+
+## 数据与失败回退
+
+`GRAY_DEPLOY_DIR` 如 `/data/services/gray-logistics-chat`，包含：
+
+| 路径 | 内容 |
+|---|---|
+| `.project` | 服务所有权标记，拒绝复用未知目录 |
+| `data/` | SQLite、附件和备份，跨发布保留 |
+| `logs/` | 应用日志 |
+| `releases/<commit12>-b<build>/` | Compose、镜像坐标、私有运行配置和站点候选 |
+| `current-release` | 已通过应用及入口检查的发布目录 |
+| `tls/` | 独立 ACME 账号、证书、日志和续期脚本 |
+
+模型密钥写入权限为 600 的 `runtime.env`，由 Compose 注入进程。验收密码只在 Jenkins 生成 Nginx 哈希，服务器保存哈希文件。
+
+密码哈希位于独立的 `/var/lib/baiyue-logistics-chat-gray-proxy/access.htpasswd`，目录 755、文件 644，供 Nginx 工作进程读取；不放在可能只有 root 可访问的宝塔站点配置目录，也不放明文密码。该目录有本服务所有权标记，不复用未知目录。
+
+更新前执行 SQLite 在线备份。应用启动或 Nginx 检查失败时，仅恢复本服务之前的 Compose 和站点配置，保留数据；不自动用旧库覆盖新记录。失败发布目录保留供定位，数据库降级及删除数据需另行处理。
+
+应用内另有升级前快照、版本迁移和运行中的每日数据库备份。维护 CLI 已包含在运行镜像，使用时指定 `/var/lib/baiyue-logistics-chat/history.db`；恢复必须停机并先保留当前数据安全快照，详见 [数据库维护](database-maintenance.md)。
+
+新环境自动创建业务表，不创建默认客服账号或演示数据。专用访问密码用于客服工作台及受保护接口；Nginx 账号不是应用内客服账号。客户首页无需密码，客户端先自动建立访客会话，再访问自己的历史。
+
+进入客服工作台还需使用 `agents` 中的应用账号登录。升级自动新增 `staff_sessions` 表，不覆盖已有账号密码；登录会话存储于数据库，自登录成功起 24 小时有效，浏览器 Cookie 同步保存 24 小时；访问后台或重启服务不会重置期限。升级时撤销旧无限期会话，需重新登录一次。退出、改密或删除账号后旧凭证不可再用。工作台写请求必须携带页面提供的 `X-CSRF-Token`；脚本调用后台 API 也必须先登录、保存 Cookie 并通过 `/api/admin/session` 获取 CSRF 令牌。每个账号与连接来源组合的登录限速为单进程计数，不直接信任客户端转发 IP 头，避免同一代理下某个账号输错导致其他账号被锁，多进程部署需配置统一代理限流。
+
+## HTTPS 及续期
+
+域名须解析到已核实的灰度入口，公网 80、443 端口可达。其他域名的证书不能直接用于新域名。
+
+独立 Certbot 镜像通过 HTTP-01 webroot 签发证书；首次只新增本服务的 HTTP 验证站点，业务接口尚不公开。验证目录为 `/var/lib/baiyue-logistics-chat-acme`，最终配置持续保留该 HTTP 路径。
+
+证书参数须指向：
+
+```text
+<GRAY_DEPLOY_DIR>/tls/config/live/<域名>/fullchain.pem
+<GRAY_DEPLOY_DIR>/tls/config/live/<域名>/privkey.pem
+```
+
+ACME 账号和私钥仅保存在服务器私有目录，当前使用无邮箱账号。专用 `baiyue-logistics-chat-tls-renew.timer` 每日检查本服务证书，内容变化后检查并重载 Nginx，不接管其他证书任务。
+
+## 排查
+
+先从 Jenkins 构建记录核对阶段及源 SHA。服务器检查：
+
+```bash
+docker ps --filter name=baiyue-logistics-chat-gray
+docker logs --tail 100 baiyue-logistics-chat-gray
+systemctl status baiyue-logistics-chat-tls-renew.timer --no-pager
+nginx -t
+```
+
+- 构建失败：核对镜像和 PyPI 网络，不跳过测试发布。
+- 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。
+- 客户首页应匿名返回 200，不出现密码弹窗；客服后台、全站搜索和导出匿名返回 401。客户历史 API 在未建立访客会话时由应用返回 JSON 401，自动建立 `/api/visitor/session` 后应返回当前访客的记录。发布激活脚本同时检查这些边界，不能只删除原有密码配置。
+- 流式显示延迟：检查实际 Nginx 或 CDN 是否重新启用了响应缓冲。
+
+独立主机安装另见 [Linux 手动参考](deployment-linux.md)。凭据与 API 依据 [Jenkins 官方文档](https://www.jenkins.io/doc/pipeline/steps/credentials-binding/) 和 [Remote API](https://www.jenkins.io/doc/book/using/remote-access-api/)，证书验证与续期依据 [Certbot 文档](https://eff-certbot.readthedocs.io/en/stable/using.html#webroot)。

docs/knowledge.md

@@ -1,8 +1,8 @@
 # 柏悦智能物流客服系统 · 知识资料
 
-> 本文件由 `am.py` 的 `knowledge_list` 自动导出，供评审与知识维护使用。
+> 本文件整理了 [logistics_chat/knowledge.py](../logistics_chat/knowledge.py) 中的 `knowledge_list`，供评审与知识维护使用。
 > 数据来源：炜易达 VIP 10月15日9点执行报价表。
-> 修改知识内容请直接编辑 `am.py` 中的 `knowledge_list`，改完后重新导出本文件。
+> 修改知识内容请编辑 `logistics_chat/knowledge.py` 中的 `knowledge_list`，并同步更新本文件；程序不会直接读取此文档。
 
 ---
 

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

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

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

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

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

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

examples/requests/README.md

@@ -0,0 +1,20 @@
+# 人工客服接口请求示例
+
+这些 JSON 文件用于本地手动调试。示例中的 `conv_id`、`sid` 均须替换成接口实际返回的 ID。
+
+| 文件 | 方法与接口 | 用途 |
+|---|---|---|
+| `human_request.json` | POST `/api/human/request` | 为已有聊天会话申请人工客服 |
+| `human_accept.json` | POST `/api/human/accept` | 客服接待排队中的人工会话 |
+| `human_send.json` | POST `/api/human/send` | 客服向已接待会话发送消息 |
+| `human_request_invalid.json` | POST `/api/human/request` | `conv_id=0` 的无效请求示例，预期 HTTP 400 |
+
+在项目根目录执行以下 PowerShell 命令，仅申请人工会话：
+
+```powershell
+Invoke-RestMethod -Uri 'http://127.0.0.1:5000/api/human/request' `
+  -Method Post -ContentType 'application/json; charset=utf-8' `
+  -InFile 'examples/requests/human_request.json'
+```
+
+先通过 POST `/api/new_chat` 获取 `conv_id`，再申请人工客服取得 `session_id`，后续请求中的 `sid` 使用该值。接口当前没有完整登录鉴权，请仅在受控的开发环境调试。

examples/requests/human_accept.json

@@ -0,0 +1,3 @@
+{
+  "sid": 1
+}

examples/requests/human_request.json

@@ -0,0 +1,3 @@
+{
+  "conv_id": 1
+}

examples/requests/human_request_invalid.json

@@ -0,0 +1,3 @@
+{
+  "conv_id": 0
+}

examples/requests/human_send.json

@@ -0,0 +1,5 @@
+{
+  "sid": 1,
+  "side": "agent",
+  "content": "您好，请问需要咨询什么？"
+}

fix_user.py

@@ -1,6 +0,0 @@
-import sqlite3
-c = sqlite3.connect('history.db')
-for u in ['123','456','789']:
-    c.execute("INSERT OR REPLACE INTO agents(username,password,name) VALUES(?,?,?)", (u,'123',u))
-c.commit()
-print("ok")

human.json

@@ -1 +0,0 @@
-{"conv_id":295}

logistics_chat/__init__.py

@@ -0,0 +1,60 @@
+"""Application factory; package imports do not initialize storage or networking."""
+
+
+def create_app(config=None):
+    from collections import defaultdict
+    import logging
+    from pathlib import Path
+    from threading import Lock
+
+    from flask import Flask
+
+    from .config import ROOT_DIR, default_config
+    from . import customer_service, db, file_service, hooks, staff_service, visitor_service
+    from .routes import register_routes
+    from .routes.speech import MemoryAudioRequest
+
+    app = Flask(__name__, template_folder=str(ROOT_DIR/'templates'),
+                static_folder=str(ROOT_DIR/'static'))
+    app.request_class = MemoryAudioRequest
+    app.config.update(default_config())
+    if config:
+        app.config.update(config)
+    app.extensions['human_typing'] = {}
+    app.extensions['rate_hits'] = defaultdict(list)
+    app.extensions['customer_login_attempts'] = {}
+    app.extensions['customer_login_lock'] = Lock()
+    app.extensions['staff_login_attempts'] = {}
+    app.extensions['staff_login_lock'] = Lock()
+    app.before_request(staff_service.attach_staff)
+    app.before_request(hooks.rate_limit)
+    app.before_request(visitor_service.attach_visitor)
+    app.before_request(customer_service.attach_customer)
+    app.after_request(hooks.no_cache_html)
+    app.teardown_appcontext(db.close_connections)
+    register_routes(app)
+
+    if app.config['INITIALIZE_RUNTIME']:
+        if not app.testing:
+            from flask.logging import default_handler
+            log_directory = Path(app.config['LOG_DIR'])
+            log_directory.mkdir(parents=True, exist_ok=True)
+            log_path = str((log_directory/'app.log').resolve())
+            app.logger = logging.getLogger('logistics_chat.' + log_path)
+            app.logger.setLevel(logging.INFO)
+            if default_handler not in app.logger.handlers:
+                app.logger.addHandler(default_handler)
+            if not any(getattr(handler, 'baseFilename', None) == log_path for handler in app.logger.handlers):
+                handler = logging.FileHandler(log_path, encoding='utf-8')
+                handler.setFormatter(logging.Formatter('%(asctime)s [%(levelname)s] %(message)s'))
+                app.logger.addHandler(handler)
+        with app.app_context():
+            db.init_db()
+            db.backup_db()
+            file_service.cleanup_uploads()
+        if not app.testing and app.config['AUTO_BACKUP_ENABLED']:
+            from .database_backup import DailyBackupWorker
+            worker = DailyBackupWorker(app)
+            app.extensions['database_backup_worker'] = worker
+            worker.start()
+    return app

logistics_chat/ai_client.py

@@ -0,0 +1,69 @@
+"""DeepSeek HTTP calls; callers retain their streaming/compression/followup deadlines."""
+
+import json
+import re
+import requests
+from requests.exceptions import RequestException, Timeout
+
+from .config import get_setting
+
+
+def post_completion(body, *, timeout, stream=False):
+    return requests.post(
+        get_setting('MODEL_URL'),
+        headers={'Authorization': f"Bearer {get_setting('DEEPSEEK_API_KEY')}",
+                 'Content-Type': 'application/json'},
+        json=body, stream=stream, timeout=timeout,
+    )
+
+
+
+EN_COMPRESS_RULE = '原文是英文，压缩后的结果必须仍然使用英文（English），不得翻译成中文。'
+
+
+def has_chinese(t):
+    return any(('一' <= ch <= '龥' for ch in t))
+
+
+def compress_answer(text, limit=get_setting('MAX_ANSWER_CHARS')):
+    """回答超长时，让模型压缩到规定字数内；失败则原样返回"""
+    if len(text) <= limit:
+        return text
+    r = None
+    try:
+        body = {'model': get_setting('MODEL_NAME'), 'messages': [{'role': 'system', 'content': (EN_COMPRESS_RULE if has_chinese(text) is False else '') + f'你是文字精简助手。把用户给的内容压缩到 {limit} 字以内（必须严格满足，超出即为不合格），必须保留所有数字、金额、时效和渠道名称，删除重复表述、客套话和次要说明，结构保持不变。'}, {'role': 'user', 'content': text}], 'stream': False, 'max_tokens': 800}
+        r = post_completion(body, timeout=(5, 30))
+        if r.status_code == 200:
+            short = r.json()['choices'][0]['message']['content'].strip()
+            print(f'[压缩] {len(text)} 字 -> {len(short)} 字')
+            return short
+        print(f'[压缩失败] 状态码 {r.status_code}')
+    except Exception as e:
+        print(f'[压缩异常] {e}')
+    finally:
+        if r is not None:
+            r.close()
+    return text
+
+
+def gen_followups(user_msg, answer_text):
+    """根据本轮问答，生成 3 个客户可能接着问的问题（失败返回空列表，不影响主流程）"""
+    if not get_setting('DEEPSEEK_API_KEY'):
+        return []
+    r = None
+    try:
+        body = {'model': get_setting('MODEL_NAME'), 'messages': [{'role': 'system', 'content': '你是物流客服助手。根据用户问题和你的回答，生成3个客户最可能接着问的简短问题（每个不超过20字），只输出JSON字符串数组，不要任何解释。'}, {'role': 'user', 'content': f'用户问：{user_msg}\n你的回答：{answer_text[:500]}\n\n请生成3个追问：'}], 'stream': False, 'max_tokens': 200}
+        r = post_completion(body, timeout=(5, 15))
+        if r.status_code != 200:
+            return []
+        text = r.json()['choices'][0]['message']['content'].strip()
+        m = re.search('\\[.*\\]', text, re.S)
+        if m:
+            arr = json.loads(m.group(0))
+            return [str(x).strip() for x in arr if str(x).strip()][:3]
+    except Exception:
+        pass
+    finally:
+        if r is not None:
+            r.close()
+    return []

logistics_chat/business_service.py

@@ -0,0 +1,140 @@
+"""Feedback, reporting, login, orders and offline tickets."""
+
+from datetime import datetime
+from .db import connect, now_str
+from .tracking import card_to_text
+
+
+def feedback(data):
+    """收集 👍/👎 反馈，存到 feedback 表"""
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '评价格式无效。'}, 400
+    raw_vote = data.get('vote')
+    votes = {'up': 1, 'down': -1, '1': 1, '-1': -1}
+    vote = votes.get(raw_vote) if isinstance(raw_vote, str) else raw_vote
+    question, answer = data.get('question', ''), data.get('answer', '')
+    if type(vote) is not int or vote not in (-1, 1) or not isinstance(question, str) or not isinstance(answer, str):
+        return {'ok': False, 'error': '评价内容无效，请重试。'}, 400
+    conn = connect()
+    conn.execute('INSERT INTO feedback(question, answer, vote, ctime) VALUES (?,?,?,?)',
+                 (question[:500], answer[:2000], vote, now_str()))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+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 IN ('1', 'up')").fetchone()[0]
+    bad = conn.execute("SELECT COUNT(*) FROM feedback WHERE vote IN ('-1', 'down')").fetchone()[0]
+    today = datetime.now().strftime('%Y-%m-%d')
+    today_conv = conn.execute('SELECT COUNT(*) FROM chat_history WHERE date(ctime)=date(?)', (today,)).fetchone()[0]
+    rating_avg, rating_count = conn.execute('SELECT COALESCE(AVG(stars), 0), COUNT(*) FROM ratings').fetchone()
+    conn.close()
+    return {'total_conv': total_conv, 'total_msg': total_msg, 'good': good, 'bad': bad, 'today_conv': today_conv,
+            'rating_avg': round(rating_avg, 1), 'rating_count': rating_count}
+
+
+def my_orders(phone):
+    if not phone:
+        return {'orders': []}
+    conn = connect()
+    rows = conn.execute('SELECT track_no, status, created FROM orders WHERE phone=? ORDER BY id DESC', (phone,)).fetchall()
+    conn.close()
+    return {'orders': [{'track_no': r[0], 'status': r[1], 'created': r[2]} for r in rows]}
+
+
+def add_ticket(data):
+    if not isinstance(data, dict):
+        return {'ok': False, 'error': '留言格式无效。'}, 400
+    content, phone = data.get('content'), data.get('phone', '')
+    if not isinstance(content, str) or not 1 <= len(content.strip()) <= 2000:
+        return {'ok': False, 'error': '请输入 1–2000 字的留言。'}, 400
+    if not isinstance(phone, str) or len(phone.strip()) > 32:
+        return {'ok': False, 'error': '联系电话格式无效。'}, 400
+    from .ticket_service import create_ticket
+    return create_ticket(content.strip(), phone.strip())
+
+
+def list_tickets(status='pending', limit=20, before=None, query='', overdue='0'):
+    from .ticket_service import list_tickets as query_tickets
+    return query_tickets(status, limit, before, query, overdue)
+
+
+def admin_login(data):
+    # Retain the service entry point; all credential/session rules live together.
+    from .staff_service import login
+    return login(data)
+
+
+def agents_list():
+    conn = connect()
+    # rowid also works with the legacy agents table that has an explicit INTEGER id.
+    rows = conn.execute('SELECT rowid, username, name FROM agents ORDER BY rowid').fetchall()
+    conn.close()
+    return [{'id': row[0], 'username': row[1], 'name': row[2]} for row in rows]
+
+
+def rate_chat(data):
+    sid, stars = data.get('sid'), data.get('stars', 0)
+    comment = data.get('comment', '')
+    if not sid or type(stars) is not int or not 1 <= stars <= 5 or not isinstance(comment, str):
+        return ({'ok': False}, 400)
+    conn = connect()
+    if not conn.execute('SELECT 1 FROM human_sessions WHERE id=?', (sid,)).fetchone():
+        conn.close()
+        return ({'ok': False}, 404)
+    conn.execute('INSERT INTO ratings(sid, stars, comment, ctime) VALUES(?,?,?,?)',
+                 (sid, stars, comment, datetime.now().strftime('%Y-%m-%d %H:%M:%S')))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+def search_chat(keyword):
+    if not keyword:
+        return {'results': []}
+    conn = connect()
+    rows = conn.execute('''SELECT h.title, m.role, m.content, m.ctime FROM messages m
+        JOIN chat_history h ON m.conv_id=h.id WHERE m.content LIKE ? ORDER BY m.id DESC LIMIT 50''',
+        ('%' + keyword + '%',)).fetchall()
+    conn.close()
+    return [{'title': row[0], 'role': row[1], 'content': card_to_text(row[2]), 'ctime': row[3]} for row in rows]
+
+
+def export_chat(format='xlsx'):
+    conn = connect()
+    rows = conn.execute('SELECT h.title, m.role, m.content, m.ctime FROM messages m JOIN chat_history h ON m.conv_id=h.id ORDER BY m.id').fetchall()
+    conn.close()
+    import io
+    if format == 'csv':
+        import csv
+        buf = io.StringIO()
+        w = csv.writer(buf)
+        w.writerow(['标题', '角色', '内容', '时间'])
+        for r in rows:
+            w.writerow([r[0], r[1], r[2] or '', r[3]])
+        return buf.getvalue()
+    from openpyxl import Workbook
+    from openpyxl.styles import Alignment, Font, PatternFill
+
+    workbook = Workbook()
+    sheet = workbook.active
+    sheet.title = '聊天记录'
+    sheet.append(['对话标题', '角色', '内容', '时间'])
+    for cell in sheet[1]:
+        cell.font = Font(bold=True, color='FFFFFF')
+        cell.fill = PatternFill('solid', fgColor='315FD5')
+        cell.alignment = Alignment(horizontal='center')
+    roles = {'user': '客户', 'assistant': '客服', 'system': '系统'}
+    for title, role, content, ctime in rows:
+        sheet.append([title, roles.get(role, role), content or '', ctime])
+        for cell in sheet[sheet.max_row]:
+            cell.data_type = 's'
+    for column, width in zip('ABCD', (20, 8, 80, 20)):
+        sheet.column_dimensions[column].width = width
+    buf = io.BytesIO()
+    workbook.save(buf)
+    return buf.getvalue()

logistics_chat/chat_service.py

@@ -0,0 +1,283 @@
+"""Compose knowledge, freight and model output into the existing SSE protocol."""
+
+import json
+import re
+
+from . import ai_client
+from .ai_client import compress_answer, gen_followups, has_chinese
+from .config import get_setting
+from .db import connect, last_user_question, load_context, save_message
+from .knowledge import search_knowledge
+from .pricing import (parse_shipping_intent, detect_dim_unit, freight_reply,
+                      calc_warehouse_card, detect_surcharge, surcharge_reply, check_island,
+                      is_shipping_destination_reply)
+from .tracking import CARD_PREFIX
+from .order_data import answer_query, extract_reference
+
+
+
+def sse(payload):
+    """统一的事件格式：data: {"t":正文} / {"e":错误} / {"card":卡片} / {"d":1结束}
+    JSON 编码可以避免正文里的换行把 SSE 帧撑断。"""
+    return 'data: ' + json.dumps(payload, ensure_ascii=False) + '\n\n'
+
+
+QUOTE_FOLLOWUP_PREFIX = r'^(?:那(?:么)?|换成|改成|改为|如果|还是|再算|同样)'
+
+
+def is_shipping_followup(message, intent=None):
+    """Recognize bounded quote edits without carrying facts across new topics."""
+    if re.search(r'新(?:的)?一(?:票|批)|另(?:一|外一?)(?:票|批)|新(?:的)?(?:货|订单)|换个话题|理赔|赔偿|破损|丢失|签收|退件|退款|投诉', message):
+        return False
+    intent = intent if intent is not None else parse_shipping_intent(message)
+    text = message.strip().strip('，,。.!！?？、：: ')
+    prefix = re.match(QUOTE_FOLLOWUP_PREFIX, text)
+    if prefix and any(intent.get(key) is not None for key in ('weight', 'dims', 'channel', 'region')):
+        return True
+    if intent['region'] is not None and is_shipping_destination_reply(text):
+        return True
+    short = re.sub(QUOTE_FOLLOWUP_PREFIX, '', text, count=1).strip()
+    short = re.sub(r'^(?:请问|请|再问一下)', '', short).strip()
+    if re.fullmatch(r'(?:海运|海派|空运|空派|铁路|班列|卡航|卡车|sea(?:\s+freight)?|air(?:\s+freight)?|rail|truck)'
+                    r'(?:报价|价格|费用|运费|时效)?(?:呢|怎么样|如何|多少钱|多久|几天)?', short, re.I):
+        return True
+    if re.fullmatch(r'(?:价格|费用|运费|时效)(?:呢|是多少|多少|怎么样|如何|多久|几天)?|多少钱', short):
+        return True
+    if intent['weight'] is not None and re.fullmatch(r'\d+(?:\.\d+)?\s*(?:kg|公斤|千克|吨|lbs?|tons?|kilograms?)(?:呢)?', short, re.I):
+        return True
+    return bool(intent['dims'] and re.fullmatch(r'\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*[*xX×]\s*\d+(?:\.\d+)?\s*(?:cm|mm|m|厘米|毫米|米)?(?:呢)?', short, re.I))
+
+
+def shipping_intent_with_context(message, conv_id):
+    intent = parse_shipping_intent(message)
+    intent['dim_unit'] = detect_dim_unit(message)
+    if conv_id and is_shipping_followup(message, intent):
+        connection = connect()
+        try:
+            recent = connection.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' ORDER BY id DESC LIMIT 6", (conv_id,)).fetchall()
+        finally:
+            connection.close()
+        for (previous,) in recent:
+            if extract_reference(previous):
+                break
+            earlier = parse_shipping_intent(previous)
+            if not any(earlier.get(key) is not None for key in ('weight', 'dims', 'channel', 'region')):
+                if is_shipping_followup(previous, earlier):
+                    continue
+                break
+            for key in ('weight', 'channel', 'region'):
+                if intent.get(key) is None:
+                    intent[key] = earlier.get(key)
+            if intent['dims'] is None and earlier['dims']:
+                intent['dims'] = earlier['dims']
+                intent['dim_unit'] = detect_dim_unit(previous)
+            if not is_shipping_followup(previous, earlier):
+                break
+    if intent['channel']:
+        base = intent['channel'].removesuffix('_uk')
+        intent['channel'] = base + '_uk' if intent['region'] == 'uk' else base
+    return intent
+
+
+def create_chat_stream(msg, conv_id):
+    if not msg:
+        return (sse({'e': '问题不能为空'}), {})
+    if conv_id:
+        from .visitor_service import owns_conversation
+        if not owns_conversation(conv_id):
+            from .customer_service import needs_customer_login, order_login_response
+            if needs_customer_login(conv_id):
+                return (sse(order_login_response()) + sse({'d':1}), {})
+            return (sse({'e':'该会话已删除，请新建对话后重试。'}), {})
+    order_answer = answer_query(msg, conv_id)
+    if order_answer is None and re.fullmatch(r'\[图片\]/uploads/\S+', msg):
+        order_answer = {'t':'收到您的图片，请描述一下您的问题。'}
+    ship = shipping_intent_with_context(msg, conv_id) if order_answer is None else None
+    if ship and ship['region'] is None and (ship['weight'] is not None or ship['dims'] or
+            re.search(r'\d+(?:\.\d+)?\s*(?:cbm|方|立方)', msg, re.I) or
+            (ship['channel'] and (is_shipping_followup(msg, ship) or re.search(r'报价|价格|费用|运费|多少钱|\b(?:quote|cost|price)\b', msg, re.I)))):
+        order_answer = {'t':'请提供目的国家或地区、目的仓或邮编，以便匹配对应费率；当前无法确定报价，可联系人工客服确认。'}
+    if ship and ship['region'] == 'unsupported' and (ship['weight'] is not None or ship['dims'] or ship['channel'] or
+            is_shipping_destination_reply(msg) or re.search(r'报价|价格|运费|费用|多少钱', msg)):
+        order_answer = {'t':'当前报价表尚未包含该目的地的费率，请提供目的仓或邮编、货物品名、件数和尺寸，由人工客服确认报价。'}
+    if ship and ship['region'] == 'uk' and re.search(r'\d+(?:\.\d+)?\s*(?:cbm|方|立方)', msg, re.I) and not ship['weight'] and not ship['dims']:
+        order_answer = {'t':'当前报价表未提供该目的地的按方费率，请提供目的仓或邮编、实际重量和尺寸，由人工客服确认报价。'}
+    if order_answer is not None:
+
+        def track_stream():
+            if 'card' in order_answer:
+                from .customer_service import bind_order_conversation, current_customer_id
+                if current_customer_id() and not bind_order_conversation(conv_id):
+                    yield sse({'e':'该会话暂时无法访问，请新建对话后重试。','d':1})
+                    return
+            save_message(conv_id, 'user', msg)
+            content = (CARD_PREFIX + json.dumps(order_answer['card'], ensure_ascii=False)
+                       if 'card' in order_answer else order_answer['t'])
+            save_message(conv_id, 'assistant', content)
+            yield sse(order_answer)
+            yield sse({'d': 1})
+        return (track_stream(), {'Cache-Control': 'no-cache', 'X-Accel-Buffering': 'no'})
+    if not get_setting('DEEPSEEK_API_KEY'):
+        return (sse({'e': '服务未配置 API Key，请在 .env 或环境变量中设置 DEEPSEEK_API_KEY 后重启服务'}), {})
+    know_text = search_knowledge(msg)
+    freight_text = None
+    if ship['weight'] or ship['dims']:
+        freight_text = freight_reply(ship)
+        if not ship['channel']:
+            freight_text += '\n\n（客户没有指定渠道，上面已同时给出海运和空运，请在回答末尾询问更看重时效还是成本）'
+    extra_parts = []
+    cbm_m = re.search('(\\d+(?:\\.\\d+)?)\\s*(?:cbm|方|立方)', msg, re.I)
+    if cbm_m and ship['region'] != 'uk':
+        cbm = float(cbm_m.group(1))
+        ch = '海运'
+        if re.search('卡航|卡车', msg):
+            ch = '卡航'
+        elif re.search('铁路|班列', msg):
+            ch = '铁路'
+        elif re.search('普卡', msg):
+            ch = '普卡'
+        want = None
+        for kw, ctry in (('德国', 'DE'), ('法国', 'FR'), ('波兰', 'PL'), ('捷克', 'CZ'), ('西班牙', 'ES'), ('马德里', 'ES'), ('中国', '')):
+            if kw in msg:
+                want = ctry
+                break
+        card = calc_warehouse_card(cbm, ch, country=want)
+        if card:
+            store = card['warehouse'].splitlines()[0]
+            extra_parts.append(f"【海外仓卡派 · 按方计费】\n  仓点：{store}\n  计费：{card['note']}\n  渠道：{card['channel']}，适用档位 {card['tier']}\n  运费：{card['formula']}\n  说明：单箱实重超 35KG 加收 30 元/箱（封顶 3600 元）；不接受仓储，特殊情况 85 元/箱/周")
+    sur = detect_surcharge(msg)
+    if sur:
+        extra_parts.append(surcharge_reply(sur[0], sur[1], ship.get('weight')))
+    pc_m = re.search('(?<![0-9])(\\d{4,5})(?![0-9])', msg)
+    if pc_m and re.search('邮编|postcode|zip|偏远|岛屿', msg, re.I):
+        hit = check_island(pc_m.group(1))
+        if hit:
+            extra_parts.append(f'【偏远判断】邮编 {pc_m.group(1)} 属于{hit[0]}（{hit[1]}）的岛屿/偏远地区，需加收 DPD 岛屿附加费 35 欧元/件')
+        else:
+            extra_parts.append(f'【偏远判断】邮编 {pc_m.group(1)} 未命中 DPD 岛屿偏远清单；但仍需以 UPS/DPD 官网查询结果为准，偏远费以账单为准')
+    follow_src = None
+    if not know_text:
+        prev_q = last_user_question(conv_id)
+        if prev_q:
+            know_text = search_knowledge(prev_q)
+            if know_text:
+                follow_src = prev_q
+    _c = connect()
+    _msg_count = _c.execute("SELECT COUNT(*) FROM messages WHERE conv_id=? AND role='user'", (conv_id,)).fetchone()[0]
+    _c.close()
+    is_first_turn = _msg_count == 0
+    save_message(conv_id, 'user', msg)
+    LENGTH_RULE = '回答长度要求：全文不少于 120 字、不超过 350 字。内容要完整、信息充分，把关键点讲清楚，可分 2~4 段或用短列表呈现。可以补充相关的说明（例如适用范围、注意事项、下一步建议），让对方看完就能明白。不要寒暄客套，不要重复同一个数字，不要罗列与问题无关的信息。'
+    is_en = bool(re.search('[A-Za-z]{3,}', msg)) and (not re.search('[\\u4e00-\\u9fa5]', msg))
+    if is_en:
+        LANGUAGE_RULE = '【语言要求 · 最高优先级】用户用英文提问，你必须用英文（English）回答全文，包括所有小节标题（如 Conclusion / Calculation / Notes），不要出现任何中文。以下给出的中文结构与参考资料仅用于理解，输出必须翻译成英文。'
+    else:
+        LANGUAGE_RULE = '【语言要求】用户用中文提问，请用中文回答。'
+    if freight_text or extra_parts:
+        blocks = []
+        if freight_text:
+            blocks.append(freight_text)
+        blocks.extend(extra_parts)
+        body = '\n\n'.join(blocks)
+        system_prompt = f'{LANGUAGE_RULE}\n\n你是柏悦物流智能客服。\n下面是根据报价表计算好的结果，请严格按照这些数字向客户说明。\n不要重新计算、不要改动任何数字，但要讲清楚是怎么算出来的。\n\n{body}\n\n请按以下结构输出（用英文回答时请把标题也翻译成英文）：\n【结论】先给结论：哪种方式、多少钱、多久到。\n【计算过程】分点列出，最多 5 行，让客户看懂钱花在哪。\n【补充说明】2~3 行：适用范围（如单件重量、尺寸要求）、偏远地区或敏感货附加费、下一步建议（如提供仓点或运单号可进一步核算）。\n\n{LENGTH_RULE}\n客户没指定渠道时，把主要几种渠道（海运/铁路/卡航/空运）列出来对比，并问客户更看重时效还是成本。\n'
+    elif know_text:
+        extra = f'\n（以上资料对应上一句提问：{follow_src}）' if follow_src else ''
+        system_prompt = f'{LANGUAGE_RULE}\n\n你是柏悦物流智能客服，严格优先使用下面知识库内容回答，不要自己编造业务信息。\n回答语句通顺自然，分段清晰，让人一眼看清重点。\n要结合上文理解用户的追问（比如"那空运呢""这个多少钱"指的是什么）。\n\n{LENGTH_RULE}\n\n知识库内容（供你理解，输出需按语言要求翻译）：{know_text}{extra}\n'
+    else:
+        system_prompt = f'{LANGUAGE_RULE}\n\n你是柏悦物流智能客服。\n物流相关简单问题可以正常回答；不属于物流业务的问题礼貌说明无法解答，并建议联系人工客服。\n回答语句通顺，表述自然。\n\n{LENGTH_RULE}\n如果用户在追问，请结合上文的对话继续回答，不要重复问已经说过的信息。\n'
+    context = load_context(conv_id, msg)
+
+    def generate():
+        body = {'model': get_setting('MODEL_NAME'), 'messages': [{'role': 'system', 'content': system_prompt}] + context, 'stream': True}
+        try:
+            resp = ai_client.post_completion(body, stream=True, timeout=(5, 90))
+        except ai_client.Timeout:
+            yield sse({'e': '模型响应超时，请稍后重试'})
+            return
+        except ai_client.RequestException:
+            yield sse({'e': '无法连接模型服务，请检查网络后重试'})
+            return
+        except Exception:
+            yield sse({'e': '服务异常，请稍后重试'})
+            return
+        if resp.status_code != 200:
+            detail = ''
+            try:
+                detail = (resp.json().get('error') or {}).get('message', '')
+            except Exception:
+                detail = (resp.text or '')[:120]
+            tips = {401: '系统繁忙，请稍后再试', 402: '系统繁忙，请稍后再试', 429: '咨询量较大，请稍后再试'}
+            tip = tips.get(resp.status_code, '系统繁忙，请稍后再试')
+            resp.close()
+            yield sse({'e': tip})
+            return
+        parts = []
+        interrupted = False
+        answer_saved = False
+        try:
+            got_text = False
+            completed = False
+            finish_reason = None
+            for raw in resp.iter_lines():
+                if not raw:
+                    continue
+                line = raw.decode('utf-8', errors='ignore')
+                if not line.startswith('data:'):
+                    continue
+                data = line[5:].strip()
+                if data == '[DONE]':
+                    completed = True
+                    break
+                try:
+                    j = json.loads(data)
+                    choice = j['choices'][0]
+                    chunk = choice.get('delta', {}).get('content') or ''
+                    finish_reason = choice.get('finish_reason') or finish_reason
+                    if finish_reason == 'stop':
+                        completed = True
+                except Exception:
+                    continue
+                if chunk:
+                    got_text = True
+                    parts.append(chunk)
+                    yield sse({'t': chunk})
+            if not got_text:
+                yield sse({'e': '模型没有返回内容，请重试'})
+                return
+            if not completed or finish_reason not in (None, 'stop'):
+                interrupted = True
+                yield sse({'e': '回答未生成完整，请点击重试'})
+                return
+            full_text = ''.join(parts)
+            limit = get_setting('MAX_ANSWER_CHARS') if has_chinese(full_text) else get_setting('MAX_ANSWER_CHARS_EN')
+            if len(full_text) > limit:
+                short = compress_answer(full_text, limit)
+                if len(short) > limit:
+                    short = compress_answer(short, limit - 60)
+                if short != full_text:
+                    full_text = short
+                    yield sse({'replace': short})
+            save_message(conv_id, 'assistant', full_text)
+            answer_saved = True
+            if is_first_turn:
+                try:
+                    fu = gen_followups(msg, full_text)
+                    if fu:
+                        yield sse({'suggest': fu})
+                except Exception:
+                    pass
+            yield sse({'d': 1})
+        except GeneratorExit:
+            interrupted = True
+            raise
+        except Exception:
+            interrupted = True
+            yield sse({'e': '传输中断，请点击重试'})
+        finally:
+            text = ''.join(parts)
+            try:
+                if interrupted and text and not answer_saved:
+                    save_message(conv_id, 'assistant', text + '\n\n（回答中断，以上内容未生成完整）')
+            finally:
+                resp.close()
+    return (generate(), {'Cache-Control': 'no-cache', 'X-Accel-Buffering': 'no'})

logistics_chat/config.py

@@ -0,0 +1,60 @@
+"""Read local configuration without changing the process environment or storage."""
+
+import os
+from pathlib import Path
+
+
+ROOT_DIR = Path(__file__).resolve().parents[1]
+ALLOWED_EXT = {'.png', '.jpg', '.jpeg', '.gif', '.webp', '.pdf', '.txt', '.csv'}
+MAX_UPLOAD_MB = 10
+
+
+def default_config():
+    from dotenv import dotenv_values
+
+    local_config = dotenv_values(ROOT_DIR / '.env', encoding='utf-8-sig', interpolate=False)
+    api_key = os.environ.get('DEEPSEEK_API_KEY', local_config.get('DEEPSEEK_API_KEY'))
+    return {
+        'DATABASE': ROOT_DIR / 'history.db',
+        'UPLOAD_DIR': ROOT_DIR / 'uploads',
+        'BACKUP_DIR': ROOT_DIR / 'backups',
+        'AUTO_BACKUP_ENABLED': str(os.environ.get('AUTO_BACKUP_ENABLED', local_config.get('AUTO_BACKUP_ENABLED', 'true'))).lower() in ('1','true','yes'),
+        'LOG_DIR': ROOT_DIR / 'logs',
+        'DEEPSEEK_API_KEY': (api_key or '').strip(),
+        'ASR_API_KEY': str(os.environ.get('ASR_API_KEY', local_config.get('ASR_API_KEY')) or '').strip(),
+        'ASR_PROVIDER': str(os.environ.get('ASR_PROVIDER', local_config.get('ASR_PROVIDER')) or 'baidu').strip().lower(),
+        'BAIDU_ASR_API_KEY': str(os.environ.get('BAIDU_ASR_API_KEY', local_config.get('BAIDU_ASR_API_KEY')) or '').strip(),
+        'BAIDU_ASR_SECRET_KEY': str(os.environ.get('BAIDU_ASR_SECRET_KEY', local_config.get('BAIDU_ASR_SECRET_KEY')) or '').strip(),
+        'FFMPEG_BIN': str(os.environ.get('FFMPEG_BIN', local_config.get('FFMPEG_BIN')) or '').strip(),
+        'ASR_URL': str(os.environ.get('ASR_URL', local_config.get('ASR_URL')) or
+                       'https://dashscope.aliyuncs.com/compatible-mode/v1/chat/completions').strip(),
+        'ASR_MODEL': str(os.environ.get('ASR_MODEL', local_config.get('ASR_MODEL')) or 'qwen3-asr-flash').strip(),
+        'ORDER_DATA_TENANT_ID': str(os.environ.get('ORDER_DATA_TENANT_ID', local_config.get('ORDER_DATA_TENANT_ID')) or '').strip(),
+        'CUSTOMER_DEMO_ENABLED': str(os.environ.get('CUSTOMER_DEMO_ENABLED', local_config.get('CUSTOMER_DEMO_ENABLED', 'true'))).lower() in ('1','true','yes'),
+        'CUSTOMER_DEMO_USERNAME': str(os.environ.get('CUSTOMER_DEMO_USERNAME', local_config.get('CUSTOMER_DEMO_USERNAME', 'admin')) or '').strip(),
+        'CUSTOMER_DEMO_PASSWORD_HASH': str(os.environ.get('CUSTOMER_DEMO_PASSWORD_HASH', local_config.get('CUSTOMER_DEMO_PASSWORD_HASH',
+            'pbkdf2:sha256:600000$vY5fe7GwJQRQbhKV$a4c4eeb96e2bda18bfa6b82d263c0cd61dead2e3f224f694e01fc497152df72f')) or ''),
+        'CUSTOMER_DEMO_TENANT_ID': str(os.environ.get('CUSTOMER_DEMO_TENANT_ID', local_config.get('CUSTOMER_DEMO_TENANT_ID')) or '').strip(),
+        'CUSTOMER_DEMO_LOCAL_ORDERS': str(os.environ.get('CUSTOMER_DEMO_LOCAL_ORDERS', local_config.get('CUSTOMER_DEMO_LOCAL_ORDERS', 'true'))).lower() in ('1','true','yes'),
+        'MODEL_URL': 'https://api.deepseek.com/v1/chat/completions',
+        'MODEL_NAME': 'deepseek-chat',
+        'MAX_CONTEXT': 4,
+        'MAX_ANSWER_CHARS': 800,
+        'MAX_ANSWER_CHARS_EN': 1400,
+        'RATE_LIMIT_PER_MIN': 60,
+        'ALLOWED_EXT': set(ALLOWED_EXT),
+        'MAX_UPLOAD_MB': MAX_UPLOAD_MB,
+        'HOST': '0.0.0.0',
+        'PORT': 5000,
+        'INITIALIZE_RUNTIME': True,
+    }
+
+
+def get_setting(name):
+    try:
+        from flask import current_app, has_app_context
+    except ImportError:
+        return default_config()[name]
+    if has_app_context():
+        return current_app.config[name]
+    return default_config()[name]

logistics_chat/customer_order_service.py

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

logistics_chat/customer_service.py

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

logistics_chat/database_backup.py

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

logistics_chat/db.py

@@ -0,0 +1,303 @@
+"""SQLite schema, history persistence and backups; initialized explicitly by create_app."""
+
+import sqlite3
+from datetime import datetime, timedelta
+from pathlib import Path
+
+from .config import get_setting
+from .tracking import card_to_text
+from .database_backup import check_database, daily_backup, prune_migration_snapshots, snapshot_database, unique_backup_path
+
+SCHEMA_VERSION = 4
+
+
+def connect():
+    connection = sqlite3.connect(get_setting('DATABASE'))
+    try:
+        from flask import g, has_app_context
+    except ImportError:
+        return connection
+    if has_app_context():
+        g.setdefault('_database_connections', []).append(connection)
+    return connection
+
+
+def close_connections(error=None):
+    from flask import g
+    for connection in g.pop('_database_connections', []):
+        connection.close()
+
+
+
+def now_str():
+    return datetime.now().strftime('%Y-%m-%d %H:%M')
+
+
+def init_db():
+    Path(get_setting('DATABASE')).parent.mkdir(parents=True, exist_ok=True)
+    conn = connect()
+    try:
+        # A reserved write lock serializes snapshots and schema migration across workers.
+        conn.execute('BEGIN IMMEDIATE')
+        has_tables = conn.execute("SELECT 1 FROM sqlite_master WHERE type='table' AND name NOT LIKE 'sqlite_%' LIMIT 1").fetchone()
+        version = 0
+        if conn.execute("SELECT 1 FROM sqlite_master WHERE type='table' AND name='schema_meta'").fetchone():
+            row = conn.execute("SELECT value FROM schema_meta WHERE key='schema_version'").fetchone()
+            if row:
+                version = int(row[0])
+        if version > SCHEMA_VERSION:
+            raise RuntimeError('Database schema is newer than this application; refusing downgrade')
+        if version < 0:
+            raise RuntimeError('Invalid database schema version')
+        if [number for number, operation in MIGRATIONS] != list(range(1, SCHEMA_VERSION + 1)):
+            raise RuntimeError('Database migration registry has missing or unordered versions')
+        if has_tables:
+            snapshot_database(get_setting('DATABASE'), unique_backup_path(get_setting('BACKUP_DIR'), 'pre-migration'))
+            prune_migration_snapshots(get_setting('BACKUP_DIR'), keep=5)
+        conn.execute('CREATE TABLE IF NOT EXISTS schema_meta (key TEXT PRIMARY KEY, value TEXT NOT NULL)')
+        for target_version, migration in MIGRATIONS:
+            if version < target_version <= SCHEMA_VERSION:
+                migration(conn)
+                conn.execute("INSERT OR REPLACE INTO schema_meta VALUES('schema_version',?)", (str(target_version),))
+        if version == SCHEMA_VERSION:
+            # Retain legacy schema reconciliation for tables maintained by older tools.
+            _initialize_schema(conn)
+            _upgrade_ticket_workflow(conn)
+            _upgrade_ticket_history(conn)
+        conn.execute("INSERT OR REPLACE INTO schema_meta VALUES('schema_version',?)", (str(SCHEMA_VERSION),))
+        if conn.execute('PRAGMA quick_check').fetchall() != [('ok',)]:
+            raise sqlite3.DatabaseError('Database validation failed after migration')
+        conn.commit()
+    except Exception:
+        conn.rollback()
+        raise
+    finally:
+        conn.close()
+
+
+def _initialize_schema(conn):
+    """Version 1 baseline reconciliation preserves supported legacy table layouts."""
+    cur = conn.cursor()
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS chat_history (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        title TEXT NOT NULL,
+        ctime TEXT NOT NULL
+    )
+    ''')
+    cols = [r[1] for r in cur.execute('PRAGMA table_info(chat_history)').fetchall()]
+    if 'utime' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN utime TEXT')
+        cur.execute('UPDATE chat_history SET utime = ctime WHERE utime IS NULL')
+    if 'visitor_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN visitor_id TEXT')
+    if 'customer_id' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_id INTEGER')
+    if 'customer_scope' not in cols:
+        cur.execute('ALTER TABLE chat_history ADD COLUMN customer_scope TEXT')
+        if 'customer_tenant_id' in cols:
+            # Preserve conversations created by the earlier local single-tenant login.
+            import hashlib
+            import json
+            for cid, tenant in cur.execute('SELECT id,customer_tenant_id FROM chat_history WHERE customer_id IS NOT NULL').fetchall():
+                scope = hashlib.sha256(json.dumps([tenant],ensure_ascii=False).encode()).hexdigest() if tenant else None
+                cur.execute('UPDATE chat_history SET customer_scope=? WHERE id=?',(scope,cid))
+    cur.execute('CREATE INDEX IF NOT EXISTS idx_chat_visitor ON chat_history(visitor_id, id)')
+    cur.execute('''CREATE TABLE IF NOT EXISTS visitor_uploads (
+        filename TEXT PRIMARY KEY, visitor_id TEXT NOT NULL, ctime TEXT NOT NULL
+    )''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS messages (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        conv_id INTEGER NOT NULL,
+        role TEXT NOT NULL,
+        content TEXT NOT NULL,
+        ctime TEXT NOT NULL
+    )
+    ''')
+    cur.execute('CREATE INDEX IF NOT EXISTS idx_msg_conv ON messages(conv_id, id)')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS feedback (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        question TEXT,
+        answer TEXT,
+        vote TEXT,
+        ctime TEXT
+    )
+    ''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS human_sessions (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        conv_id INTEGER NOT NULL,
+        status TEXT NOT NULL DEFAULT 'waiting',
+        ctime TEXT NOT NULL
+    )
+    ''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS human_messages (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        session_id INTEGER NOT NULL,
+        side TEXT NOT NULL,
+        content TEXT NOT NULL,
+        ctime TEXT NOT NULL
+    )
+    ''')
+    hm_cols = [r[1] for r in cur.execute('PRAGMA table_info(human_messages)').fetchall()]
+    if 'read_at' not in hm_cols:
+        cur.execute('ALTER TABLE human_messages ADD COLUMN read_at TEXT')
+    if 'recalled_id' not in hm_cols:
+        cur.execute('ALTER TABLE human_messages ADD COLUMN recalled_id INTEGER')
+    hs_cols = [r[1] for r in cur.execute('PRAGMA table_info(human_sessions)').fetchall()]
+    if 'note' not in hs_cols:
+        cur.execute("ALTER TABLE human_sessions ADD COLUMN note TEXT DEFAULT ''")
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS ratings (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        sid INTEGER NOT NULL,
+        stars INTEGER NOT NULL,
+        comment TEXT DEFAULT '',
+        ctime TEXT NOT NULL
+    )
+    ''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS agents (
+        username TEXT PRIMARY KEY,
+        password TEXT NOT NULL,
+        name TEXT NOT NULL
+    )
+    ''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS orders (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        phone TEXT,
+        track_no TEXT,
+        status TEXT,
+        created TEXT
+    )
+    ''')
+    cur.execute('''
+    CREATE TABLE IF NOT EXISTS tickets (
+        id INTEGER PRIMARY KEY AUTOINCREMENT,
+        content TEXT,
+        phone TEXT,
+        ctime TEXT,
+        status TEXT
+    )
+    ''')
+    from .order_data import init_order_table
+    init_order_table(conn)
+    from .customer_service import init_customer_tables
+    init_customer_tables(conn)
+    from .staff_service import init_staff_tables
+    init_staff_tables(conn)
+    old = cur.execute('SELECT id, title FROM chat_history WHERE id NOT IN (SELECT DISTINCT conv_id FROM messages)').fetchall()
+    for cid, title in old:
+        cur.execute('INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)', (cid, 'user', title, now_str()))
+
+
+def _upgrade_ticket_workflow(conn):
+    from .ticket_service import init_ticket_tables
+    init_ticket_tables(conn)
+
+
+def _upgrade_ticket_history(conn):
+    from .ticket_service import init_ticket_history
+    init_ticket_history(conn)
+
+
+def _upgrade_order_admin(conn):
+    from .order_admin_service import init_order_admin_tables
+    init_order_admin_tables(conn)
+
+
+MIGRATIONS = ((1, _initialize_schema), (2, _upgrade_ticket_workflow),
+              (3, _upgrade_ticket_history), (4, _upgrade_order_admin))
+
+
+def backup_db():
+    """Verified daily online snapshot; failures propagate rather than claiming success."""
+    return daily_backup(get_setting('DATABASE'), get_setting('BACKUP_DIR'))
+
+
+def cleanup_old_conversations():
+    """自动清理 30 天前的旧对话，防止数据库无限膨胀"""
+    try:
+        conn = connect()
+        c = conn.cursor()
+        cutoff = (datetime.now() - timedelta(days=30)).strftime('%Y-%m-%d %H:%M:%S')
+        rows = c.execute('SELECT id FROM chat_history WHERE utime < ?', (cutoff,)).fetchall()
+        ids = [r[0] for r in rows]
+        if not ids:
+            return
+        for cid in ids:
+            c.execute('DELETE FROM messages WHERE conv_id=?', (cid,))
+        c.execute(f"DELETE FROM chat_history WHERE id IN ({','.join('?' * len(ids))})", ids)
+        conn.commit()
+        conn.close()
+        print(f'[自动清理] 已删除 {len(ids)} 条 30 天前的旧对话')
+    except Exception as e:
+        print(f'[自动清理失败] {e}')
+
+
+def make_title(content):
+    """生成会话标题：优先用文字内容，只有附件时显示附件数量"""
+    lines = [l for l in content.split('\n') if not l.strip().startswith('[附件]')]
+    text = ' '.join(lines).strip()
+    if text and text != '（发送了附件）' and (text != '请帮我看看这个附件'):
+        return text[:24]
+    n = len([l for l in content.split('\n') if l.strip().startswith('[附件]')])
+    if n == 1:
+        return '📎 已上传附件'
+    if n > 1:
+        return f'📎 {n}个附件'
+    return content[:24]
+
+
+def save_message(conv_id, role, content):
+    """把一条消息写进会话；用户消息做幂等处理，重试不会重复入库。"""
+    if not conv_id or not content:
+        return
+    conn = connect()
+    cur = conn.cursor()
+    if role == 'user':
+        last = cur.execute('SELECT role, content FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT 1', (conv_id,)).fetchone()
+        if last and last[0] == 'user' and (last[1] == content):
+            conn.close()
+            return 'duplicate'
+    inserted = cur.execute('INSERT INTO messages(conv_id, role, content, ctime) '
+                           'SELECT ?,?,?,? WHERE EXISTS(SELECT 1 FROM chat_history WHERE id=?)',
+                           (conv_id, role, content, now_str(), conv_id)).rowcount
+    if not inserted:
+        conn.close()
+        return 'deleted'
+    if role == 'user':
+        row = cur.execute('SELECT title FROM chat_history WHERE id=?', (conv_id,)).fetchone()
+        if row and (not row[0] or row[0] == '新对话'):
+            cur.execute('UPDATE chat_history SET title=? WHERE id=?', (make_title(content), conv_id))
+    cur.execute('UPDATE chat_history SET utime=? WHERE id=?', (now_str(), conv_id))
+    conn.commit()
+    conn.close()
+
+
+def last_user_question(conv_id):
+    """上一条用户提问（必须在当前这句入库之前调用）"""
+    if not conv_id:
+        return None
+    conn = connect()
+    row = conn.execute("SELECT content FROM messages WHERE conv_id=? AND role='user' ORDER BY id DESC LIMIT 1", (conv_id,)).fetchone()
+    conn.close()
+    return row[0] if row else None
+
+
+def load_context(conv_id, msg):
+    """取最近 MAX_CONTEXT 条消息，拼成模型要的 messages（不含 system）。"""
+    if not conv_id:
+        return [{'role': 'user', 'content': msg}]
+    conn = connect()
+    rows = conn.execute('SELECT role, content FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT ?', (conv_id, get_setting('MAX_CONTEXT'))).fetchall()
+    conn.close()
+    rows.reverse()
+    history = [{'role': r, 'content': card_to_text(c)} for r, c in rows]
+    if not history or history[-1]['role'] != 'user' or history[-1]['content'] != msg:
+        history.append({'role': 'user', 'content': msg})
+    return history

logistics_chat/file_service.py

@@ -0,0 +1,71 @@
+"""Attachment validation, storage and retention without request parsing."""
+
+import os
+import secrets
+import re
+import time
+from datetime import datetime
+from urllib.parse import unquote
+
+from .config import get_setting
+
+
+
+def cleanup_uploads():
+    """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)
+    except Exception as e:
+        print(f'[清理上传文件失败] {e}')
+
+
+def upload_file(files):
+    """上传附件：保存到 uploads 目录，返回文件名与访问地址"""
+    if 'file' not in files:
+        return ({'ok': False, 'error': '没有文件'}, 400)
+    f = files['file']
+    if not f or not f.filename:
+        return ({'ok': False, 'error': '文件名为空'}, 400)
+    ext = os.path.splitext(f.filename)[1].lower()
+    if ext not in get_setting('ALLOWED_EXT'):
+        return ({'ok': False, 'error': f'不支持的格式 {ext}，仅支持图片/PDF/TXT/CSV'}, 400)
+    f.seek(0, os.SEEK_END)
+    size = f.tell()
+    f.seek(0)
+    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 = 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

@@ -0,0 +1,71 @@
+"""Conversation CRUD with unchanged response data."""
+
+from .db import connect, now_str
+from .visitor_service import visitor_id, owns_conversation
+from .customer_service import current_customer_id, current_scope_key
+
+
+WELCOME_TEXT = '您好！欢迎咨询柏悦物流智能客服，可以咨询运费、时效或联系人工客服。'
+
+
+def new_chat():
+    now = now_str()
+    conn = connect()
+    cur = conn.cursor()
+    cur.execute('INSERT INTO chat_history(title, ctime, utime, visitor_id) VALUES (?,?,?,?)',
+                ('新对话', now, now, visitor_id()))
+    conv_id = cur.lastrowid
+    cur.execute('INSERT INTO messages(conv_id, role, content, ctime) VALUES (?,?,?,?)',
+                (conv_id, 'assistant', WELCOME_TEXT, now))
+    conn.commit()
+    conn.close()
+    return {'id': conv_id, 'welcome': WELCOME_TEXT}
+
+
+def get_history():
+    conn = connect()
+    rows = conn.execute('SELECT id, title, ctime, COALESCE(utime, ctime) FROM chat_history WHERE visitor_id=? '
+                        'AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?)) '
+                        'ORDER BY COALESCE(utime, ctime) DESC, id DESC', (visitor_id(),current_customer_id(),current_scope_key())).fetchall()
+    conn.close()
+    return [{'id': r[0], 'title': r[1], 'ctime': r[2], 'utime': r[3]} for r in rows]
+
+
+def get_messages(conv_id):
+    if not owns_conversation(conv_id):
+        return []
+    conn = connect()
+    rows = conn.execute('SELECT role, content, ctime FROM messages WHERE conv_id=? ORDER BY id DESC LIMIT 100', (conv_id,)).fetchall()
+    conn.close()
+    rows = rows[::-1]
+    return [{'role': r[0], 'content': r[1], 'ctime': r[2]} for r in rows]
+
+
+def del_history(hid):
+    if not owns_conversation(hid):
+        return {'ok': False}, 404
+    conn = connect()
+    cur = conn.cursor()
+    cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions WHERE conv_id=?)', (hid,))
+    cur.execute('DELETE FROM human_sessions WHERE conv_id=?', (hid,))
+    cur.execute('DELETE FROM messages WHERE conv_id=?', (hid,))
+    cur.execute('DELETE FROM chat_history WHERE id=?', (hid,))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+def clear_all():
+    conn = connect()
+    cur = conn.cursor()
+    owner = visitor_id()
+    owned = 'SELECT id FROM chat_history WHERE visitor_id=? AND (customer_id IS NULL OR (customer_id=? AND customer_scope=?))'
+    scope = (owner,current_customer_id(),current_scope_key())
+    cur.execute('DELETE FROM human_messages WHERE session_id IN (SELECT id FROM human_sessions '
+                'WHERE conv_id IN ('+owned+'))', scope)
+    cur.execute('DELETE FROM human_sessions WHERE conv_id IN ('+owned+')', scope)
+    cur.execute('DELETE FROM messages WHERE conv_id IN ('+owned+')', scope)
+    cur.execute('DELETE FROM chat_history WHERE id IN ('+owned+')', scope)
+    conn.commit()
+    conn.close()
+    return {'ok': True}

logistics_chat/hooks.py

@@ -0,0 +1,31 @@
+"""Request limiting and HTML/SSE cache headers with app-scoped state."""
+
+import time
+
+from flask import current_app, g, jsonify, request
+
+
+def rate_limit():
+    # Authenticated staff polling has a separate trust boundary from public traffic.
+    if getattr(g, 'staff', None):
+        return None
+    path = request.path
+    if path 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()
+    hits = current_app.extensions['rate_hits'][ip]
+    while hits and now - hits[0] > 60:
+        hits.pop(0)
+    if len(hits) >= current_app.config['RATE_LIMIT_PER_MIN']:
+        return jsonify({'e': '请求太频繁，请稍后几秒再试', 'd': 1}), 429
+    hits.append(now)
+    return None
+
+
+def no_cache_html(response):
+    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'
+    return response

logistics_chat/human_service.py

@@ -0,0 +1,188 @@
+"""Human conversation lifecycle; typing state is supplied by the app."""
+
+import time
+from datetime import datetime, datetime as DateTime, timedelta, timezone
+from math import ceil
+
+from .db import connect
+
+SERVICE_TIMEZONE = timezone(timedelta(hours=8))
+QUEUE_TIMEOUT_SECONDS = 5 * 60
+
+
+def human_request(data):
+    conv_id = data.get('conv_id')
+    if not conv_id:
+        return ({'ok': False, 'error': 'no conv'}, 400)
+    service_time = datetime.now(SERVICE_TIMEZONE)
+    if not 8 <= service_time.hour < 22:
+        return {'ok': False, 'closed': True, 'msg': '人工客服工作时间为每天北京时间8:00-22:00，当前为非工作时间，请留言'}
+    now = service_time.strftime('%Y-%m-%d %H:%M:%S')
+    conn = connect()
+    conn.execute('BEGIN IMMEDIATE')
+    if not conn.execute('SELECT 1 FROM chat_history WHERE id=?', (conv_id,)).fetchone():
+        conn.close()
+        return ({'ok':False, 'error':'conversation_not_found'}, 404)
+    row = conn.execute("SELECT id FROM human_sessions WHERE conv_id=? AND status!='closed' ORDER BY id DESC LIMIT 1", (conv_id,)).fetchone()
+    if row:
+        sid = row[0]
+    else:
+        cur = conn.execute('INSERT INTO human_sessions(conv_id, status, ctime) VALUES(?,?,?)', (conv_id, 'waiting', now))
+        sid = cur.lastrowid
+    conn.commit()
+    conn.close()
+    return {'ok': True, 'session_id': sid}
+
+
+def human_poll(sid, after, typing_map):
+    conn = connect()
+    msgs = conn.execute('SELECT id, side, content, ctime, read_at, recalled_id FROM human_messages WHERE session_id=? AND id>? ORDER BY id', (sid, after)).fetchall()
+    st = conn.execute("SELECT status, COALESCE(note, '') FROM human_sessions WHERE id=?", (sid,)).fetchone()
+    conn.close()
+    is_typing = False
+    ts = typing_map.get(str(sid))
+    if ts and time.time() - ts < 5:
+        is_typing = True
+    return {'status': st[0] if st else 'closed', 'note': st[1] if st else '',
+            'typing': is_typing, 'messages': [dict(id=m[0], side=m[1], content=m[2], ctime=m[3],
+                read=bool(m[4]), **({'recalled_id': m[5]} if m[5] else {})) for m in msgs]}
+
+
+def human_send(data):
+    sid = data.get('sid')
+    side = data.get('side', 'customer')
+    content = data.get('content') or ''
+    if not sid or not isinstance(content, str) or not content.strip() or side not in ('customer', 'agent'):
+        return ({'ok': False}, 400)
+    content = content.strip()
+    now = datetime.now().strftime('%Y-%m-%d %H:%M:%S')
+    conn = connect()
+    conn.execute('BEGIN IMMEDIATE')
+    row = conn.execute('SELECT conv_id, status FROM human_sessions WHERE id=?', (sid,)).fetchone()
+    if not row:
+        conn.close()
+        return ({'ok': False, 'error': 'session_not_found'}, 404)
+    if row[1] == 'closed' or (data.get('conv_id') is not None and data['conv_id'] != row[0]):
+        conn.close()
+        return ({'ok': False, 'error': 'conversation_changed'}, 409)
+    conn.execute('INSERT INTO human_messages(session_id, side, content, ctime) VALUES(?,?,?,?)', (sid, side, content, now))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+def human_queue():
+    now = datetime.now(SERVICE_TIMEZONE).replace(tzinfo=None)
+    conn = connect()
+    rows = conn.execute("SELECT id, conv_id, status, ctime FROM human_sessions WHERE status='waiting' ORDER BY id").fetchall()
+    conn.close()
+    queue = []
+    for row in rows:
+        try:
+            created = DateTime.fromisoformat(row[3])
+            if created.strftime('%Y-%m-%d %H:%M:%S') != row[3]:
+                raise ValueError('Invalid queue timestamp')
+            elapsed = max(0, int((now-created).total_seconds()))
+        except (ValueError, TypeError):
+            elapsed = 0
+        overdue = elapsed > QUEUE_TIMEOUT_SECONDS
+        queue.append({'id':row[0], 'conv_id':row[1], 'ctime':row[3],
+                      'waiting_minutes':elapsed//60, 'overdue':overdue,
+                      'overdue_minutes':max(1,ceil((elapsed-QUEUE_TIMEOUT_SECONDS)/60)) if overdue else 0})
+    return queue
+
+
+def human_active():
+    conn = connect()
+    rows = conn.execute("SELECT id, conv_id FROM human_sessions WHERE status='active' ORDER BY id").fetchall()
+    conn.close()
+    return [{'id': r[0], 'conv_id': r[1]} for r in rows]
+
+
+def human_accept(data):
+    sid = data.get('sid')
+    conn = connect()
+    changed = conn.execute("UPDATE human_sessions SET status='active' WHERE id=? AND status IN ('waiting','active') "
+                           'AND EXISTS(SELECT 1 FROM chat_history WHERE id=human_sessions.conv_id)', (sid,)).rowcount
+    conn.commit()
+    conn.close()
+    return {'ok': True} if changed else ({'ok':False, 'error':'session_closed_or_missing'}, 409)
+
+
+def human_close(data):
+    sid = data.get('sid')
+    conn = connect()
+    conn.execute("UPDATE human_sessions SET status='closed' WHERE id=?", (sid,))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+def human_transfer(data, typing_map):
+    sid = data.get('sid')
+    conn = connect()
+    changed = conn.execute("UPDATE human_sessions SET status='waiting' WHERE id=? AND status='active'", (sid,)).rowcount
+    if not changed:
+        conn.close()
+        return ({'ok': False, 'error': '会话当前无法转接'}, 409)
+    conn.execute('INSERT INTO human_messages(session_id, side, content, ctime) VALUES(?,?,?,?)',
+                 (sid, 'system', '客服已转接，请其他客服接入', datetime.now().strftime('%Y-%m-%d %H:%M:%S')))
+    conn.commit()
+    conn.close()
+    typing_map.pop(str(sid), None)
+    return {'ok': True}
+
+
+def human_note(data):
+    note = data.get('note', '')
+    if not isinstance(note, str):
+        return ({'ok': False}, 400)
+    conn = connect()
+    changed = conn.execute('UPDATE human_sessions SET note=? WHERE id=?', (note, data.get('sid'))).rowcount
+    conn.commit()
+    conn.close()
+    return {'ok': True} if changed else ({'ok': False}, 404)
+
+
+def human_recall(data):
+    conn = connect()
+    mid = data.get('mid')
+    # Only the first request can change the original message; retries emit no duplicate event.
+    conn.execute('BEGIN IMMEDIATE')
+    row = conn.execute('SELECT session_id, side, content FROM human_messages WHERE id=?', (mid,)).fetchone()
+    if not row:
+        conn.close()
+        return ({'ok': False}, 404)
+    if row[1] == 'system' and row[2] == '该消息已撤回':
+        conn.close()
+        return {'ok': True}
+    if row[1] != 'agent':
+        conn.close()
+        return ({'ok': False}, 400)
+    conn.execute("UPDATE human_messages SET side='system', content='该消息已撤回' WHERE id=?", (mid,))
+    conn.execute('INSERT INTO human_messages(session_id, side, content, ctime, recalled_id) VALUES(?,?,?,?,?)',
+                 (row[0], 'system', '该消息已撤回', datetime.now().strftime('%Y-%m-%d %H:%M:%S'), mid))
+    conn.commit()
+    conn.close()
+    return {'ok': True}
+
+
+def human_typing(data, typing_map):
+    sid = data.get('sid')
+    typing_map[str(sid)] = time.time()
+    return {'ok': True}
+
+
+def human_stop_typing(data, typing_map):
+    sid = data.get('sid')
+    typing_map.pop(str(sid), None)
+    return {'ok': True}
+
+
+def human_read(data):
+    sid = data.get('sid')
+    conn = connect()
+    conn.execute("UPDATE human_messages SET read_at=? WHERE session_id=? AND side='customer' AND read_at IS NULL", (datetime.now().strftime('%Y-%m-%d %H:%M:%S'), sid))
+    conn.commit()
+    conn.close()
+    return {'ok': True}

logistics_chat/knowledge.py

@@ -0,0 +1,290 @@
+"""Extracted knowledge rules with unchanged business behavior."""
+
+
+knowledge_list = [
+    # ==================== 一、订单 ====================
+    {
+        "keys": ["查询订单", "查订单", "订单查询", "订单在哪里", "我的订单在哪", "帮我查订单", "为什么查不到订单"],
+        "text": (
+            "请提供订单号、入仓号或关联运单号，并核验订单归属。"
+            "查询结果以实际记录为准。查不到时，应核对号码、查询范围和数据同步情况，"
+            "不能直接认定没有发货，也不能编造运输或清关结果。"
+        )
+    },
+    {
+        "keys": ["订单号和运单号", "订单号是什么", "运单号是什么", "入仓号是什么", "入仓码是什么", "一票多个单号", "主子订单"],
+        "text": (
+            "订单号识别业务订单，入仓号用于收货归集，运单号识别运输任务或包裹。"
+            "一票货可能因分包、分批或阶段换号产生多个编号，"
+            "应根据实际关联记录分别确认，不能把换号当成新增货物。"
+        )
+    },
+    {
+        "keys": ["付款后没发货", "付款了没发货", "下单后没发货", "下单后多久发货", "修改订单", "订单能修改吗", "取消订单", "订单能取消吗", "更换渠道"],
+        "text": (
+            "下单或付款成功不代表已出运，还需核对收货、审核和运输安排。"
+            "修改、取消或换渠道需根据当前操作阶段确认。"
+            "变更申请不等于执行成功，是否产生费用按适用规则确认。"
+        )
+    },
+
+    # ==================== 二、客户信息 ====================
+    {
+        "keys": ["手机号查订单", "用手机号查", "客户编号查订单", "客户号查订单", "公司名称查订单", "用公司名查", "代客户查询", "帮别人查订单"],
+        "text": (
+            "可按系统支持的方式辅助查找，但必须核验身份、订单归属及代理权限。"
+            "不能仅凭手机号或公司名称披露他人的完整订单、地址和联系方式。"
+            "查询权限与修改权限需要分别确认。"
+        )
+    },
+    {
+        "keys": ["联系人填错", "联系人写错", "手机号填错", "电话填错", "邮箱填错", "客户资料修改", "客户信息修改"],
+        "text": (
+            "客户账户资料与本票收发货资料需要分别管理。"
+            "修改账户资料不一定同步修改历史和在途订单。"
+            "在途信息变更需确认相关操作方是否接受并生效。"
+        )
+    },
+    {
+        "keys": ["订单负责人", "谁负责这票", "客户待办", "没收到通知"],
+        "text": (
+            "负责人、客户待办和通知情况应根据实际记录确认。"
+            "待办需说明具体事项、提交渠道及已确认的期限。"
+            "没有联系或送达记录时，不能认定客户已收到通知；"
+            "没有分配记录时，不能编造负责人和反馈时间。"
+        )
+    },
+
+    # ==================== 三、地址 ====================
+    {
+        "keys": ["收货地址怎么填", "地址怎么填写", "地址怎么写", "邮编不对", "邮编错误", "地址不完整", "地址不全", "缺少门牌"],
+        "text": (
+            "国际收货地址通常需要国家、州省、城市、街道、门牌、邮编、收件人及电话。"
+            "缺失或不匹配可能影响派送，具体要求以目的地和承运商为准。"
+            "补交资料后仍需确认是否修改成功。"
+        )
+    },
+    {
+        "keys": ["最终送到哪里", "最后送到哪里", "收货地址确认", "目的地址是什么", "提货地址和收货地址", "提货地址一样吗"],
+        "text": (
+            "提货、交仓、中转、清关和最终收货地址用途不同。"
+            "最终目的地应查询本票已生效的地址，并按权限展示。"
+            "到达中转仓或清关场所，不代表到达最终收货地址。"
+        )
+    },
+    {
+        "keys": ["修改收货地址", "改地址", "地址可以修改吗", "可以改地址吗", "更换收件人", "收件人可以改吗", "收件人改地址", "改送其他仓", "换仓地址", "FBA地址确认"],
+        "text": (
+            "改址需要核对货物阶段和执行方处理能力，"
+            "未确认生效前不能告知新地址已启用。"
+            "FBA或海外仓需核对当前货件完整地址及仓代码，"
+            "不能仅按历史仓代码表安排配送。"
+        )
+    },
+
+    # ==================== 四、节点 ====================
+    {
+        "keys": ["节点是什么意思", "什么叫节点", "节点和轨迹", "节点是什么", "已提交是什么意思", "订单已提交", "已接单是什么意思"],
+        "text": (
+            "节点是某一步发生的事件，轨迹是多个运输事件组成的记录。"
+            "已提交、审核通过、已接单属于业务处理状态，"
+            "本身不能证明仓库收到实物或货物已经出运。"
+        )
+    },
+    {
+        "keys": ["已预报是什么意思", "预报是什么意思", "已入仓是什么意思", "入仓是什么意思", "已装柜是什么意思", "装柜是什么意思", "已出运是什么意思", "出运了吗"],
+        "text": (
+            "已预报通常表示信息已提交，不一定已交实物；"
+            "已入仓表示仓库收货，不一定完成检查；"
+            "已装柜表示完成装载，不代表已经离港。"
+            "已出运需有实际离港、起飞、发车或交运依据。"
+        )
+    },
+    {
+        "keys": ["到港是什么意思", "到港了吗", "已提取是什么意思", "提取是什么意思", "已交末端是什么意思", "交末端是什么意思", "派送中是什么意思", "开始派送了吗"],
+        "text": (
+            "到港表示到达港口，之后可能仍需清关和交接。"
+            "已提取、已交末端通常表示当地承运商接收货物，需要核对接收方。"
+            "派送中表示进入配送环节，以上均不等于收件人签收。"
+        )
+    },
+
+    # ==================== 五、轨迹 ====================
+    {
+        "keys": ["完整物流轨迹", "物流轨迹怎么查", "运输轨迹怎么查", "有单号没有轨迹", "有单号查不到", "轨迹好几天没更新", "物流几天没更新", "轨迹不更新"],
+        "text": (
+            "轨迹应说明数据来源、覆盖范围及最后有效事件时间。"
+            "暂无记录可能涉及未交接、扫描未回传或查询源异常，需要核实。"
+            "长期没有更新不能直接认定丢失，没有数据的阶段不能自行补齐。"
+        )
+    },
+    {
+        "keys": ["换单号后怎么查", "单号换了", "新旧单号", "官网轨迹不一样", "轨迹不一致", "节点重复", "节点时间不一致"],
+        "text": (
+            "换号需保留新旧编号关联。"
+            "不同来源或节点时间不一致时，应核对时区、原始事件、回传及更正记录。"
+            "同步时间较新不一定代表事件较新，排查方向不能当作已确认原因。"
+        )
+    },
+    {
+        "keys": ["实时位置", "货物现在在哪", "预计到达时间", "预计什么时候到", "轨迹能证明签收吗", "轨迹能当到货证明吗", "模拟轨迹"],
+        "text": (
+            "节点地点通常表示某时经过该处，不等于实时定位。"
+            "预计到达时间属于计划，应注明来源和条件。"
+            "签收争议需核对POD等凭证，演示或模拟轨迹不能证明真实运输和交付。"
+        )
+    },
+
+    # ==================== 六、货物状态 ====================
+    {
+        "keys": ["履约中是什么意思", "履约中代表什么", "头程完成是什么意思", "头程完成了吗", "订单完成就是签收吗", "订单完成是不是签收"],
+        "text": (
+            "履约中表示订单正在执行，不能据此判断具体位置或清关阶段。"
+            "当前系统的头程订单已完成，不等于末端已签收，"
+            "也不能直接证明客户已收到货物。"
+        )
+    },
+    {
+        "keys": ["货物是否完好", "货物完好吗", "有没有少件", "少了几件", "货物受潮", "货物进水", "部分到货", "部分签收", "只到了一部分"],
+        "text": (
+            "货况需依据检查、交接件数和照片等记录确认，运输正常不能证明完好。"
+            "部分到货或签收时，应分别核对总件数及各件进度。"
+            "没有检查依据时说明尚未核实，不能用一件状态代表整票。"
+        )
+    },
+    {
+        "keys": ["已签收但没收到", "显示签收没收到", "签收人不认识", "谁签收的", "货物异常", "物流异常", "滞留是什么意思", "货物滞留"],
+        "text": (
+            "签收争议应核对签收人、交付地点、代收及POD，必要时调查。"
+            "异常或滞留需明确发生环节和实际原因，不能直接等同海关扣货。"
+            "调查前不能擅自认定货物丢失或客户已经收到。"
+        )
+    },
+
+    # ==================== 七、清关 ====================
+    {
+        "keys": ["清关了吗", "我的货清关了吗", "是否清关", "清关完成没有", "清关完成了吗", "有没有放行", "出口放行就是清关完成吗"],
+        "text": (
+            "查询清关需明确国家、出口或进口环节，并核对有效记录。"
+            "出口放行不代表目的国进口清关完成，到港和已付款也不能证明放行。"
+            "没有可靠数据时应说明暂未取得结果，不能把未知当作已完成或未完成。"
+        )
+    },
+    {
+        "keys": ["已申报是什么意思", "申报了吗", "清关中是什么意思", "现在清关中吗", "查验是不是没收", "被查验了吗", "清关为什么慢", "清关怎么还没好"],
+        "text": (
+            "申报动作、申报受理和放行需分别核实；"
+            "清关中表示手续正在处理，查验不等于没收。"
+            "具体等待原因以实际反馈为准，"
+            "不能保证统一天数或一定放行，清关状态也不一定按固定顺序变化。"
+        )
+    },
+    {
+        "keys": ["清关完为什么没派送", "清关了怎么没派送", "整票都清关了吗", "是不是整票放行", "税款交了吗", "税交了吗", "放行证明", "清关证明"],
+        "text": (
+            "资料、税费和放行状态需分别核实，客户付款不一定代表税款已缴。"
+            "放行范围需核对申报单、批次及包裹，不能用一件代表整票。"
+            "放行后可能仍需提货和末端交接；凭证提供需核对关联、授权和脱敏要求。"
+        )
+    },
+    {
+        "keys":["公司","柏悦","柏悦物流","介绍","哪家","哪家货代","你们是哪家","公司地址","办公地址","洛杉矶地址","纽约地址"],
+        "text":"浙江柏悦物流位于义乌，主营中欧跨境物流专线，依托义乌、宁波口岸优势，服务中小跨境卖家。主要渠道：欧洲海运快线、义乌-中欧铁路、中欧卡航、欧洲空运（空派）、英国空运,均支持欧洲、英国双清包税与VAT递延。义乌、泉州、广州、深圳均可交仓,公司地址位于:洛杉矶：10767 7th Street, Rancho Cucamonga, California 91730纽约：Door 13-14，75 Carter Dr  Edison, New Jersey 08817义乌：浙江省义乌市福田街道稠州北路 1399 号 8613-8615 室深圳：深圳市南山区粤海街道海珠社区海德三道 1258 号卓越后海金融中心 1101。"
+    },
+    {
+        "keys":["海运","船运","海派","海运快线","樱花快线","欧洲海运价格","海运多少钱","海运多久"],
+        "text":"欧洲海运快线（双清/递延）单价：21KG+ 12.3元/kg，101KG+ 10.3元/kg，500KG+ 10.2元/kg，2000KG+ 10.0元/kg。时效：开船后38-45天提取。可走樱花快线（+0.3元/kg），递延价减1.7元/kg。主派送为UPS/DHL/DPD/CWE统配。"
+    },
+    {
+        "keys":["铁路","中欧班列","班列","义乌铁路","火车","铁路价格","铁路多久","铁路多少钱"],
+        "text":"义乌-中欧铁路专线单价：21KG+ 15.5元/kg，100KG+ 和 1000KG+ 均为13.5元/kg。时效：发车后36-40天提取。VAT递延减1元/kg。只限送义乌仓，义乌装柜经阿拉山口/霍尔果斯出境。"
+    },
+    {
+        "keys":["卡航","卡车","卡派","卡航价格","卡航多久","卡航多少钱"],
+        "text":"中欧卡航单价：21KG+ 19.4元/kg，101KG+ 和 500KG+ 17.4元/kg，2000KG+ 及 4000KG+ 17.3元/kg。时效：发车后欧盟16-20天提取。递延减1.5元/kg，普卡时效18-22天。纯纺织品另加5元/kg。"
+    },
+    {
+        "keys":["空运","空派","航空","欧洲空运","空运价格","空运多久","空运多少钱"],
+        "text":"欧洲空运专线（空派）单价：21KG+ 39元/kg，45KG+ 38元/kg，71KG+ 37元/kg，101KG+ 36元/kg。时效：10-13天左右提取；快线8-13天，直飞快线12-15天。一票多件单件不足12KG按12KG计费。"
+    },
+    {
+        "keys":["英国海运","英国铁路","中英卡航","英国专线"],
+        "text":"英国专线(DPD)双清价格：英国海运21KG+ 12.8元/kg、101KG+/301KG+ 10.9元/kg，时效约40天提取；英国铁路21KG+ 18.0元/kg、101KG+ 16.2元/kg，发车后25-30天提取；中英卡航21KG+ 21.4元/kg、101KG+ 19.4元/kg，发车后20-22天提取。VAT自税/递延价更低（海运10.0/8.1、铁路15/13.2、卡航18.4/16.4）。北极航线英国海运25-28天，价格单询。卡航单件不超30kg、尺寸≤98×68×59cm。"
+    },
+    {
+        "keys":["英国空运","英国空运价格","英国空运多久","英国空运多少钱","英国","UK","伦敦"],
+        "text":"英国空运专线（双清）单价：22KG+ 48元/kg，51KG+ 44元/kg，101KG+ 42元/kg，时效8-10个自然日提取。VAT自税/递延为44/40/38元/kg，带电货47.5/42.5/41.5元/kg。拒收北爱尔兰、苏格兰高地等偏远地址。"
+    },
+    {
+        "keys":["报价","价格","费用","计费","怎么收费","计费重量","计费重量怎么算","材积重","体积重","多少钱","运费","运费怎么算","单价"],
+        "text":"运费计算方式：阶梯单价 × 计费重量。计费重量 = 实重与材积重取大值，材积 = 长×宽×高(cm)÷6000，即1CBM=167KG。各渠道最低起收21KG（英国空运22KG）。单件计费重不足13KG的渠道（铁路、卡航）按5元/kg加收超轻费；空运单件不足12KG按12KG计费。偏远地址加7元/kg，单票最低250元。价格不含税，税点以开出的发票为准。"
+    },
+    {
+        "keys":["时效","运输时效","多久","要几天","多长时间","几天到","什么时候到"],
+        "text":"各渠道时效：欧洲海运快线开船后38-45天提取；中欧铁路发车后36-40天提取；中欧卡航发车后16-20天提取；欧洲空运10-13天提取；英国空运8-10个自然日提取。海关查验、罢工、节假日等不可抗力导致的时间不计入。"
+    },
+    {
+        "keys":["揽收","上门取件","上门收货","可以上门取货吗","交仓","交货","哪里交仓"],
+        "text":"义乌、深圳（龙华观澜、宝安福园）、广州（石井）、泉州均可交仓，义乌仓10:00-21:00收货。欧洲空运交仓义乌+1元/kg，泉州、广州+0.5元/kg；海运、铁路、卡航泉州交货+0.5元/kg。"
+    },
+    {
+        "keys":["入仓","进仓","仓库收货","仓库地址","仓库在哪","义乌仓","深圳仓","广州仓","交仓地址","送仓"],
+        "text":"义乌仓：义乌市稠江街道梦娜袜业德贸路东三门进，李东文 19558263692（10:00-21:00）。深圳龙华：龙华区观澜街道君子布社区张一村路黄背坑路1号B栋，张长印 18688937838。深圳宝安：福园二路九号海亨通物流B区C09-C14。广州：恒河沙仓储石井仓211，潘志红 13789206500。送货需打印交接清单随货交仓。"
+    },
+    {
+        "keys":["理赔","货损","丢件","赔付","破损","压坏","索赔","怎么理赔","丢件怎么赔","理赔多久"],
+        "text":"遗失赔付：未提取上网遗失按申报价值赔偿，最高不超过40元/kg，不退运费；已提取遗失按服务商标准，最高100USD/票。开查时间：交仓后7天未提取可申请开查，开查30天无果走索赔。签收后亚马逊未上架需2周内提出调查，包裹异常需1个月内提出。外包装无损的内件丢失不支持理赔，易碎品损坏不支持理赔。可自购保险，保费为货值千分之三（电池千分之五）。"
+    },
+    {
+        "keys":["超轻费","计费重量不足","最低计费","重量不够怎么收费"],
+        "text":"单件计费重量不得低于13KG（空运12KG），可整票按平均13KG算，不足部分按5元/kg加收超轻费。例：单箱只有12KG，加收5×1=5元超轻费。欧洲热门仓卡派直送要求单件平均计费重12KG，不足按2元/kg加收派送费。"
+    },
+    {
+        "keys":["偏远","偏远费","偏远地址","偏远怎么查","偏远收费"],
+        "text":"偏远地址加收7元/kg（不含燃油），单票偏远费最低消费250元/票。需要自行到UPS/DPD官网查询目的地址是否偏远，我司出货时不另行通知，以账单为准，偏远费6个月内有效。"
+    },
+    {
+        "keys":["超重","超长","超大","尺寸限制","尺寸超了","超尺寸怎么收费"],
+        "text":"欧洲空运最长边≤99cm、次长边≤75cm、实重<24KG。英国DPD单件≤30KG，尺寸100×70×60cm以内，超重或超长各加收330元/件。UPS单边最长≤99cm、次边≤75cm、单件<24KG，超出加收240元+100元。热门仓卡派直送：单件超40KG加收30元/件。"
+    },
+    {
+        "keys":["敏感","敏感货能发吗","带电","电池","液体","粉末","禁品","不能寄","什么不能寄","违禁品","拒收","拒接"],
+        "text":"可接带标准箱100瓦以下非危电池/内电产品（C卡航、海运快线均可），资料齐全加1元/kg，资料不齐加2元/kg；手机、平板电脑加5元/kg。拒接：纯液体、纯粉末、药品、食品、易燃易爆、仿牌侵权、木制品（空运）、陶瓷手表等反倾销品、电子烟、管制刀具、枪支。电池第一个托收400元/件，第二个起100元/件，600元封顶。"
+    },
+    {
+        "keys":["清关","清关资料","清关要什么资料","递延","VAT","VAT递延","双清","双清包税","包税","DDP"],
+        "text":"欧洲、英国渠道均支持双清包税与VAT递延（只付关税，增值税销售后缴纳）。递延需提供法人护照/身份证、欧盟VAT和EORI号及回执、营业执照、4份模板文件原件扫描件PDF。罗马尼亚等欧盟国家有二次清关风险，二次关税由客户自行缴纳。"
+    },
+    {
+        "keys":["报关","怎么报关","单独报关","报关费","报关多少钱"],
+        "text":"单独报关费用：空运350元/票，海运200元/票，铁路250元/票，卡航200元/票，续页费50元/页。一达通报关500元/票。单票品名最多5个，第6个起加收30元/个。报价不含税，税点以开出的发票为准。"
+    },
+    {
+        "keys":["亚马逊","亚马逊仓","FBA","FBA头程","海外仓","仓库配送","卡派直送"],
+        "text":"支持FBA头程送亚马逊仓，热门仓卡派直送（德国WRO5/HAJ1/DTM1/DTM2、法国CDG7/LIL8、意大利TRN3、西班牙BCN8、罗马尼亚EMAG等）。卡派直送优势：超重附加费少、不限尺寸重量、上架快、基本无丢件。法国、意大利、西班牙其他亚马逊仓不能超UPS标准。"
+    },
+    {
+        "keys":["人工客服","人工","客服","转人工","在线吗","上班","工作时间","营业时间","几点","周六","周日","星期六","星期日","星期天","礼拜","周末","双休","节假日","放假","休息"],
+        "text":"人工客服在线时间：周一至周五 9:00—18:00。周六、周日及法定节假日人工客服不上班。非工作时间可以先留言或提交需求，业务员会在下一个工作日回复您。"
+    },
+    {
+        "keys":["电话","联系方式","怎么联系","联系你们","微信"],
+        "text":"可以联系您的专属业务员，或在人工客服在线时间（周一至周五 9:00—18:00）通过在线客服咨询。建议提前准备好运单号、货物信息（品名、重量、尺寸、目的国），方便快速处理。"
+    },
+    {
+        "keys":["退件","退回","退货","退运","怎么退运"],
+        "text":"海运/铁路为散货拼柜，已装柜不接受退件和扣件。空运国外扣件费200欧/票，收件人改派地址最低200元/票。退回海外仓：德国境内15欧/件，欧盟境内25欧/件，操作费100元/票，5个工作日免仓储，超期1欧/kg/天。重派德国10欧/件、欧盟20欧/件。"
+    }
+]
+
+def search_knowledge(question):
+    """按关键词命中打分：命中的关键词越长越具体，得分越高"""
+    q = question.lower()
+    best, best_score = None, 0
+    for item in knowledge_list:
+        for k in item["keys"]:
+            if k.lower() in q:
+                score = len(k)                       # 长关键词更具体，优先
+                if score > best_score:
+                    best, best_score = item["text"], score
+    return best

logistics_chat/order_admin_service.py

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

logistics_chat/order_data.py

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

logistics_chat/order_import_service.py

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

logistics_chat/order_tracking.py

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

logistics_chat/pricing.py

@@ -0,0 +1,361 @@
+"""Extracted pricing rules with unchanged business behavior."""
+
+import math
+import re
+
+try:
+    from . import rates_extra as RX
+except Exception:
+    RX = None
+
+RATES = {
+    "sea": {
+        "name": "欧洲海运快线（双清/递延）",
+        "tiers": [(2000, 10.0), (500, 10.2), (101, 10.3), (21, 12.3)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "开船后 38-45 天提取",
+        "min_pcs_kg": None,
+        "remote": 7,
+        "note": "德国 UPS/DHL/DPD/CWE 统配；欧洲递延 -1.7元/kg；樱花快线 +0.3元/kg；因查验/罢工/节假日顺延",
+    },
+    "rail": {
+        "name": "义乌-中欧铁路专线",
+        "tiers": [(1000, 13.5), (100, 13.5), (21, 15.5)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "发车后 36-40 天提取",
+        "min_pcs_kg": 13,
+        "light_fee": 5,
+        "remote": 7,
+        "note": "义乌装柜；VAT 递延 -1元/kg；单件计费重不足 13kg 按超轻费加收",
+    },
+    "truck": {
+        "name": "中欧卡航",
+        "tiers": [(4000, 17.3), (2000, 17.3), (500, 17.4), (101, 17.4), (21, 19.4)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "发车后欧盟 16-20 天提取",
+        "min_pcs_kg": 13,
+        "light_fee": 5,
+        "remote": 7,
+        "note": "递延 -1.5元/kg；纯纺织品 +5元/kg；普卡时效 18-22 天",
+    },
+    "air": {
+        "name": "欧洲空运专线（空派）",
+        "tiers": [(101, 36), (71, 37), (45, 38), (21, 39)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "10-13 天左右提取",
+        "min_pcs_kg": 12,
+        "light_fee": None,
+        "remote": 7,
+        "note": "一票多件单件不足 12kg 按 12kg 计费；快线 8-13 天；直飞快线 12-15 天",
+    },
+    "sea_uk": {
+        "name": "英国海运（双清）",
+        "tiers": [(301, 10.9), (101, 10.9), (21, 12.8)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "参考时效 40 天提取",
+        "remote": None,
+        "note": "VAT自税/递延 10.0/8.1 元/kg；按KG卡派 12.2/10.3；限时达 13.5/11.6；北极航线 25-28 天（义乌装）",
+    },
+    "rail_uk": {
+        "name": "英国铁路（双清）",
+        "tiers": [(301, 16.2), (101, 16.2), (21, 18.0)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "发车后 25-30 天提取",
+        "remote": None,
+        "note": "VAT自税/递延 15/13.2 元/kg；限时达 19.2/17.4（38天）；按KG卡派 17.3/15.5",
+    },
+    "truck_uk": {
+        "name": "中英卡航（双清）",
+        "tiers": [(301, 19.4), (101, 19.4), (21, 21.4)],
+        "divisor": 6000,
+        "min_kg": 21,
+        "time": "发车后 20-22 天提取",
+        "remote": None,
+        "note": "VAT自税/递延 18.4/16.4 元/kg；卡派 20.9/18.9；单件不超30kg，尺寸≤98×68×59cm",
+    },
+    "air_uk": {
+        "name": "英国空运专线（双清）",
+        "tiers": [(101, 42), (51, 44), (22, 48)],
+        "divisor": 6000,
+        "min_kg": 22,
+        "time": "8-10 个自然日提取",
+        "min_pcs_kg": 12,
+        "light_fee": None,
+        "remote": None,
+        "note": "不包税 VAT 自税/递延 44/40/38；带电 47.5/42.5/41.5；拒收北爱尔兰/苏格兰高地偏远地址",
+    },
+}
+
+CBM_CHANNELS = ("卡航", "普卡", "铁路", "海运")
+
+def parse_dims(t):
+    """解析长x宽x高，支持小数、空格及 x/×/* 分隔。
+
+    用"最长连续数字"匹配三组，要求每组前后都不与其它数字相连，
+    这样 "100x80x60 200kg" 里的 60 不会被后面的 200 吞成 6020。
+    """
+    match = re.search(r'(?<![\d.+-])(\d+(?:\.\d+)?)\s*[*xX×]\s*'
+                      r'(\d+(?:\.\d+)?)\s*[*xX×]\s*(\d+(?:\.\d+)?)(?![\d.])', t)
+    return [float(value) for value in match.groups()] if match else None
+
+
+SHIPPING_REGION_PATTERNS = tuple((re.compile(pattern, re.I), region) for region, pattern in (
+    ('unsupported', r'美国|加拿大|澳大利亚|澳洲|新西兰|日本|韩国|新加坡|马来西亚|泰国|越南|印度|阿联酋|迪拜|沙特|巴西|墨西哥|俄罗斯|'
+        r'(?<![A-Za-z0-9_])(?-i:US)(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|'
+        r'(?<![A-Za-z0-9_])(?:USA|United States|America|Canada|Australia|Japan|Singapore|Russia)(?![A-Za-z])'),
+    ('uk', r'英国|伦敦|英格兰|(?<![A-Za-z0-9_])(?:UK|GB)(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|'
+        r'(?<![A-Za-z0-9_])(?:United Kingdom|Britain)(?![A-Za-z])'),
+    ('eu', r'欧洲|欧盟|德国|法国|意大利|西班牙|波兰|捷克|荷兰|比利时|奥地利|葡萄牙|瑞典|丹麦|芬兰|爱尔兰|'
+        r'(?<![A-Za-z0-9_])(?:Europe|EU|Germany|France|Italy|Spain|Poland|Netherlands)(?![A-Za-z])|'
+        r'(?<![A-Za-z0-9_])(?-i:DE|FR|PL|CZ|ES|NL)(?=\s*(?:仓|FBA|warehouse))'),
+    ('unsupported', r'(?:发(?:往|到)?|寄(?:往|到)?|运往|运到|到|往)\s*us(?=$|[^A-Za-z]|FBA(?![A-Za-z]))|\bto\s+us\b'),
+))
+
+
+def shipping_region(text):
+    return next((region for pattern, region in SHIPPING_REGION_PATTERNS if pattern.search(text)), None)
+
+
+def is_shipping_destination_reply(text):
+    text = text.strip().strip('，,。.!！?？、：: ')
+    for pattern, _ in SHIPPING_REGION_PATTERNS:
+        match = pattern.search(text)
+        if not match:
+            continue
+        prefix = re.fullmatch(r'\s*(?:(?:目的地|目的国家|国家)(?:是|为|:|：)?|(?:发|寄|运|送)(?:往|到)?|到|往|去|to)?\s*', text[:match.start()], re.I)
+        suffix = re.fullmatch(r'\s*(?:的)?\s*(?:FBA\s*)?(?:(?:海外)?仓(?:库)?|warehouse)?(?:呢)?\s*', text[match.end():], re.I)
+        if prefix and suffix:
+            return True
+    return False
+
+
+def parse_shipping_intent(text):
+    """解析重量、渠道、尺寸和费率区域；尺寸单位由调用方识别。"""
+    t = text.replace(" ", "")
+    intent = {"weight": None, "channel": None, "dims": None, "region": shipping_region(text)}
+
+    # 尺寸：在原始文本上解析（空格有助于区分尺寸和后面的重量）
+    intent["dims"] = parse_dims(text)
+    if not intent["dims"]:
+        # 支持“长100宽80高60”
+        dl = re.search(r"长(\d+(?:\.\d+)?)宽(\d+(?:\.\d+)?)高(\d+(?:\.\d+)?)", t)
+        if dl:
+            intent["dims"] = [float(x) for x in dl.groups()]
+
+    # 重量：带单位的数字。去掉空格后在原始文本上匹配，
+    # 但不能把尺寸里的数字（如 120*100*100 的第三个数）当成重量
+    m = re.search(r"(\d+(?:\.\d+)?)\s*(吨|kg|KG|公斤|千克|tons?|kilo(?:grams?)?|lbs?)", text, re.I)
+    if m:
+        before = text[:m.start()].rstrip()
+        adjacent_sep = bool(before) and before[-1] in "*xX×"
+        if not adjacent_sep:
+            n = float(m.group(1))
+            unit_w = m.group(2).lower()
+            if unit_w in ("吨", "ton", "tons"):
+                intent["weight"] = n * 1000
+            elif unit_w.startswith("lb"):
+                intent["weight"] = round(n * 0.4536, 2)      # 磅转公斤
+            else:
+                intent["weight"] = n
+            intent["weight_raw"] = m.group(0).replace(" ", "")
+
+    # 渠道：空运 / 铁路 / 卡航 / 海运（按优先级匹配）
+    if re.search(r"空运|空派|航空", t) or re.search(r"\bair\b|air ?freight|air ?cargo", text, re.I):
+        intent["channel"] = "air_uk" if re.search(r"英国|UK|伦敦|英格兰", text, re.I) else "air"
+    elif re.search(r"铁路|班列|火车", t) or re.search(r"\brail\b|train", text, re.I):
+        intent["channel"] = "rail"
+    elif re.search(r"卡航|卡车|卡派", t) or re.search(r"\btruck\b|road", text, re.I):
+        intent["channel"] = "truck"
+    elif re.search(r"海运|海派|船运|快船|海运快线|樱花快线", t) or re.search(r"\bsea\b|ocean|shipping", text, re.I):
+        intent["channel"] = "sea"
+    return intent
+
+def detect_dim_unit(text):
+    """识别尺寸单位：cm（默认）/ m / mm"""
+    low = text.lower()
+    if re.search(r"毫米|\d\s*mm", low):
+        return "mm"
+    if re.search(r"米", low) and not re.search(r"厘米", low):
+        return "m"
+    if re.search(r"\d\s*cm|\d\s*厘米", low):
+        return "cm"
+    if re.search(r"\d\s*m", low):          # 注意：cm 里也含 m，所以放在 cm 之后判断
+        return "m"
+    return "cm"
+
+def dims_to_cm(dims, unit):
+    """统一换算成厘米，体积重公式按 cm 计算"""
+    if unit == "m":
+        return [d * 100 for d in dims]
+    if unit == "mm":
+        return [d / 10 for d in dims]
+    return list(dims)
+
+def pick_rate(weight_kg, tiers):
+    """从阶梯价里选档：tiers 为 [(最低重量, 单价), ...]，从高到低匹配"""
+    for min_w, price in tiers:
+        if weight_kg >= min_w:
+            return price, min_w
+    return tiers[-1][1], tiers[-1][0]
+
+def calc_warehouse_card(cbm, channel, warehouse_key=None, country=None):
+    """海外仓卡派：按方（CBM）计费，1CBM+ 和 0.5CBM+ 两档
+
+    country 传入国家代码（DE/FR/PL/CZ/ES）时，仅选择包含该后缀的仓点组；无匹配不报价。
+    """
+    if not RX or not RX.WAREHOUSE_CARD:
+        return None
+    keys = list(RX.WAREHOUSE_CARD)
+    key = warehouse_key
+    if key and key not in RX.WAREHOUSE_CARD:
+        return None
+    if not key and country:
+        for k in keys:
+            if ("-" + country) in k.upper():
+                key = k
+                break
+        if not key:
+            return None
+    if not key:
+        key = keys[0]
+    row = RX.WAREHOUSE_CARD.get(key) or RX.WAREHOUSE_CARD[keys[0]]
+    p = row.get(channel) or row["海运"]
+    price = p["cbm1"] if cbm >= 1 else p["cbm05"]
+    if price is None:
+        return None
+    tier = "1CBM+" if cbm >= 1 else "0.5CBM+"
+    stores = [s for s in key.splitlines() if s.strip()]
+    if country:
+        stores = [s for s in stores if ("-" + country) in s.upper()]
+        if not stores:
+            return None
+    else:
+        stores = stores[:1]
+    note = "报价表中的仓点分组：" + "、".join(stores)
+    return {
+        "warehouse": "\n".join(stores), "stores": stores,
+        "channel": channel, "cbm": cbm, "note": note,
+        "price_cbm": price, "tier": tier,
+        "total": round(cbm * price, 2),
+        "formula": f"{cbm:g} CBM × {price:,.0f} 元/CBM = {cbm * price:,.0f} 元",
+    }
+
+def detect_surcharge(text):
+    """识别产品类型，返回报价表中的附加费条目"""
+    if not RX:
+        return None
+    best = None
+    for product, fee in RX.PRODUCT_SURCHARGES:
+        # 用产品名里的前几个字做匹配（如“手机”“电池”“玩具”）
+        for seg in re.split(r"[，,、\s（）()]", product):
+            seg = seg.strip()
+            if len(seg) >= 2 and seg in text:
+                if best is None or len(seg) > len(best[2]):
+                    best = (product, fee, seg)
+    if best:
+        return best[0], best[1]
+    return None
+
+def check_island(postcode):
+    """按邮编判断是否属于 DPD 岛屿偏远地区（附加费 35 欧/件）"""
+    if not RX:
+        return None
+    pc = re.sub(r"[^0-9]", "", str(postcode))
+    if not pc:
+        return None
+    for country, info in RX.DPD_ISLAND_POSTCODES.items():
+        seg = info["text"]
+        # 直接匹配的 4~5 位邮编
+        for m in re.finditer(r"\d{4,5}", seg):
+            if pc.startswith(m.group(0)):
+                return country, info["code"], m.group(0)
+        # 区间形式 07000–07999
+        for m in re.finditer(r"(\d{4,5})\s*[–\-]\s*(\d{4,5})", seg):
+            lo, hi = int(m.group(1)), int(m.group(2))
+            if len(m.group(1)) == len(pc) and lo <= int(pc) <= hi:
+                return country, info["code"], m.group(0)
+    return None
+
+def surcharge_reply(product, fee, weight_kg=None):
+    """附加费说明（能算就给出金额）"""
+    txt = f"【产品附加费】{product}：{fee}"
+    if weight_kg and "/KG" in fee.upper():
+        m = re.search(r"\+?(\d+(?:\.\d+)?)", fee)
+        if m:
+            extra = float(m.group(1)) * weight_kg
+            txt += f"\n  按 {weight_kg:g} kg 计：约 {extra:,.0f} 元（以最终计费重为准）"
+    return txt
+
+def calc_freight(weight_kg, channel, dims=None, unit="cm"):
+    """按报价表规则计算运费（数字全部由代码算）
+
+    报价表规则：
+    - 阶梯单价：按总重量落入的档位取价
+    - 材积：长×宽×高(cm) ÷ 6000，与实重取大值作为计费重量
+    - 单件最低计费重 / 超轻费：见 RATES 里的 min_pcs_kg、light_fee
+    - 偏远地址：+7元/kg（不含油），最低 250 元/票
+    """
+    r = RATES[channel]
+    cm = dims_to_cm(dims, unit) if dims else None
+    divisor = r.get("divisor", 6000)
+    vol = round(cm[0] * cm[1] * cm[2] / divisor, 2) if cm else None
+    real = weight_kg or 0
+    charge = round(max(real, vol) if vol else real, 2)       # 实重与体积重取大
+    min_kg = r.get("min_kg") or 0
+    charge = max(charge, min_kg)                             # 报价表起收档
+    price, tier = pick_rate(charge, r["tiers"])
+    total = round(charge * price, 2)
+
+    unit_note = ""
+    if dims and unit != "cm":
+        unit_note = "（原尺寸 %g×%g×%g %s，已换算为 %g×%g×%g cm）" % (*dims, unit, *cm)
+    return {
+        "channel": channel, "name": r["name"],
+        "real": real, "vol": vol, "charge": charge,
+        "dims": dims, "dims_cm": cm, "unit": unit, "unit_note": unit_note,
+        "dim_rule": ("长×宽×高÷%d = %g×%g×%g÷%d = %g kg" % (divisor, *cm, divisor, vol)) if cm else None,
+        "price": price, "tier": tier,
+        "formula": f"{charge:g} kg × {price} 元/kg = {total:,.0f} 元",
+        "total": total,
+        "time": r["time"],
+        "min_pcs_kg": r.get("min_pcs_kg"),
+        "light_fee": r.get("light_fee"),
+        "remote": r.get("remote"),
+        "note": r.get("note"),
+    }
+
+def freight_reply(intent):
+    """根据已知信息拼出可读的计算说明（给模型当参考，也直接展示）"""
+    w = intent["weight"] or 0
+    dims = intent["dims"]
+    unit = intent.get("dim_unit") or "cm"
+    lines = []
+    default_channels = ['sea_uk', 'air_uk'] if intent.get('region') == 'uk' else ['sea', 'air']
+    channels = [intent["channel"]] if intent["channel"] else default_channels
+    for ch in channels:
+        c = calc_freight(w, ch, dims, unit)
+        parts = [f"实重 {w:g} kg" if w else "实重：未提供"]
+        if c["vol"]:
+            parts.append(f"体积重 {c['vol']:g} kg")
+        body = (
+            f"【{c['name']}】按时效 {c['time']}，计费方式：阶梯单价 × 计费重量\n"
+            + (f"  尺寸：{c['unit_note']}\n" if c["unit_note"] else "")
+            + f"  计费重量 {c['charge']:g} kg（" + "，".join(parts) + "，取较大值）\n"
+            + (f"  材积算法：{c['dim_rule']}\n" if c["dim_rule"] else "")
+            + f"  适用档位：{c['tier']}KG+ 档，单价 {c['price']} 元/kg\n"
+            + f"  运费：{c['formula']}\n"
+        )
+        if c["min_pcs_kg"] and c["charge"] < c["min_pcs_kg"]:
+            body += f"  注意：单件计费重不足 {c['min_pcs_kg']}kg，需按 {c['min_pcs_kg']}kg 起算或加收超轻费 {c['light_fee']} 元/kg\n"
+        if c["remote"]:
+            body += f"  偏远地址：额外 +{c['remote']} 元/kg，单票最低 250 元\n"
+        if c["note"]:
+            body += f"  其他：{c['note']}\n"
+        lines.append(body.rstrip("\n"))
+    return "\n\n".join(lines)

logistics_chat/rates_extra.py

@@ -0,0 +1,78 @@
+# -*- coding: utf-8 -*-
+"""报价表扩展数据（自动生成，来源：炜易达 VIP 10月15日9点执行报价表）
+
+包含：海外仓卡派、二级补仓、德国仓亚马逊退货、产品附加费、DPD 岛屿偏远邮编。
+"""
+
+# 海外仓卡派：按 kg（21KG+/51KG+）或按方（0.5CBM+/1CBM+）计费
+# 价格单位：按 kg 为 RMB/kg，按方为 RMB/CBM
+WAREHOUSE_CARD = {'谷仓法国巴黎1仓-95500-FR\n谷仓法国巴黎2仓-60440-FR\n谷仓法国巴黎4仓-77230-FR': {'卡航': {'kg21': 19.5, 'kg51': 18.5, 'cbm05': 3200.0, 'cbm1': 3020.0}, '普卡': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2920.0}, '铁路': {'kg21': 16.8, 'kg51': 15.8, 'cbm05': 2722.0, 'cbm1': 2542.0}, '海运': {'kg21': 12.5, 'kg51': 11.5, 'cbm05': 1952.0, 'cbm1': 1772.0}}, '4PX-69110-PL\n谷仓-69110-PL\nSLU2-69110-PL': {'卡航': {'kg21': 18.2, 'kg51': 17.2, 'cbm05': 2966.0, 'cbm1': 2786.0}, '普卡': {'kg21': 17.7, 'kg51': 16.7, 'cbm05': 2876.0, 'cbm1': 2686.0}, '铁路': {'kg21': 15.5, 'kg51': 14.5, 'cbm05': 2488.0, 'cbm1': 2308.0}, '海运': {'kg21': 11.1, 'kg51': 10.1, 'cbm05': 1700.0, 'cbm1': 1520.0}}, 'EDAPL-69100-PL': {'卡航': {'kg21': 18.6, 'kg51': 17.6, 'cbm05': 3038.0, 'cbm1': 2858.0}, '普卡': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2948.0, 'cbm1': 2758.0}, '铁路': {'kg21': 15.9, 'kg51': 14.9, 'cbm05': 2560.0, 'cbm1': 2380.0}, '海运': {'kg21': 11.5, 'kg51': 10.5, 'cbm05': 1772.0, 'cbm1': 1592.0}}, '4PX-66340-PL\n菜鸟仓-66340-PL': {'卡航': {'kg21': 18.9, 'kg51': 17.9, 'cbm05': 3092.0, 'cbm1': 2912.0}, '普卡': {'kg21': 18.4, 'kg51': 17.4, 'cbm05': 3002.0, 'cbm1': 2812.0}, '铁路': {'kg21': 16.2, 'kg51': 15.2, 'cbm05': 2614.0, 'cbm1': 2434.0}, '海运': {'kg21': 11.9, 'kg51': 10.9, 'cbm05': 1844.0, 'cbm1': 1664.0}}, '希音-44141-PL\n希音-55040-PL': {'卡航': {'kg21': 19.5, 'kg51': 18.5, 'cbm05': 3200.0, 'cbm1': 3020.0}, '普卡': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2920.0}, '铁路': {'kg21': 16.8, 'kg51': 15.8, 'cbm05': 2722.0, 'cbm1': 2542.0}, '海运': {'kg21': 12.5, 'kg51': 11.5, 'cbm05': 1952.0, 'cbm1': 1772.0}}, '谷仓捷克1仓-25261-CZ\n谷仓捷克2仓-25261-CZ\n谷仓捷克3仓-41002-CZ\n谷仓捷克4仓-25261-CZ\n谷仓捷克5仓-25219-CZ\n谷仓捷克7仓-25301-CZ\n谷仓捷克8仓-41002-CZ': {'卡航': {'kg21': 18.6, 'kg51': 17.6, 'cbm05': 3038.0, 'cbm1': 2858.0}, '普卡': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2948.0, 'cbm1': 2758.0}, '铁路': {'kg21': 15.9, 'kg51': 14.9, 'cbm05': 2560.0, 'cbm1': 2380.0}, '海运': {'kg21': 11.5, 'kg51': 10.5, 'cbm05': 1772.0, 'cbm1': 1592.0}}, '4PX布拉格A仓-25261-CZ': {'卡航': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2930.0}, '普卡': {'kg21': 18.5, 'kg51': 17.5, 'cbm05': 3020.0, 'cbm1': 2830.0}, '铁路': {'kg21': 16.3, 'kg51': 15.3, 'cbm05': 2632.0, 'cbm1': 2452.0}, '海运': {'kg21': 12.0, 'kg51': 11.0, 'cbm05': 1862.0, 'cbm1': 1682.0}}, '4PX马德里A仓-19171-ES': {'卡航': {'kg21': 20.8, 'kg51': 19.8, 'cbm05': 3434.0, 'cbm1': 3254.0}, '普卡': {'kg21': 20.3, 'kg51': 19.3, 'cbm05': 3344.0, 'cbm1': 3154.0}, '铁路': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2956.0, 'cbm1': 2776.0}, '海运': {'kg21': 13.7, 'kg51': 12.7, 'cbm05': 2168.0, 'cbm1': 1988.0}}, '盘古-63150-DE\n新欧达-31628-DE': {'卡航': {'kg21': 19.4, 'kg51': 18.4, 'cbm05': 3182.0, 'cbm1': 3002.0}, '普卡': {'kg21': 18.9, 'kg51': 17.9, 'cbm05': 3092.0, 'cbm1': 2902.0}, '铁路': {'kg21': 16.7, 'kg51': 15.7, 'cbm05': 2704.0, 'cbm1': 2524.0}, '海运': {'kg21': 12.3, 'kg51': 11.3, 'cbm05': 1916.0, 'cbm1': 1736.0}}}
+
+# 二级补仓（海外仓中转）主要服务费
+SECONDARY_WAREHOUSE = {'服务': '1.贴标：2张FBA标签，一张快递面单）单件计费重量范围在（0KG＜X≤30KG） 2.打板：实际打板数为准（1个板大概1.2方-1.5方） 3.卸货费', '头程单价指示': '欧洲铁路头程单价：欧洲铁路渠道 中欧卡航头程单价：中欧卡航渠道 欧洲海运头程单价：海运快线/海运热门仓卡派直送 英国头程单价：英国专线(DPD)', '二次派送': '1. 欧洲/英国二级补仓无需二次派送费用，可自提单价-1/KG 2. 海外仓在德国，如需发往其他国家补运费差价', '仓储费': '德国：免费存储25天,超过5RMB/方/天，61-180天 7RMB/方/每天，181天以上 15RMB/方/每天 英国：免费存储25天，超过8RMB/方/天，90-120/方/天 9.5RMB/方/天，超120天 15RMB/方/天', '订单处理费': '1：针对一个SKU发往一个地址作为一个订单收取15RMB订单操作费； 2：针对不同票数合并发往一个地址作为一个订单收取15RMB订单操作费； 出货之前都需要填写出货指令', '销毁费': '德国：单询 英国：50英镑/件', '换产品SKU费': '欧洲：针对一个箱里面是一种SKU要换标：开箱关箱费13RMB/箱换SKU:4RMB/个，清点:2RMB/个针对一箱多个SKU换标(费用单询) 英国：针对一个箱里面是一种SKU要换标：开箱关箱费20RMB/箱换SKU:6RMB/个，清点:3RMB/个针对一箱多个SKU换标(费用单询)'}
+
+# 德国仓亚马逊退货费用（单位：欧元）
+DE_RETURN_FEES = [
+    {'cat': '2. Outbound 出库', 'item': '2.1.1 Picking 整箱出库', 'sub': 'Single Carton 每箱', 'price': 2},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.4 Packing 打包费', 'sub': 'Per Carton 每箱', 'price': 1.5},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.5 Unpacking and Inspection 开箱检验', 'sub': 'Per Carton 每箱', 'price': 1},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.6  Destroy Product without Battery 不带电池产品销毁', 'sub': 'Per 1KG 每公斤', 'price': 1},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.7 Destroy battery 销毁电池', 'sub': 'Per 1KG 每公斤', 'price': 1.5},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.8 Cancel Order 截单费', 'sub': 'Per order 每单', 'price': 2},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.9 Claim Fee  认领费', 'sub': 'Every order  每个订单', 'price': 2},
+    {'cat': '4. In-House Service 库内服务', 'item': '4.10 Lost Shipping Claim  丢件索赔服务费', 'sub': 'Per order 每单', 'price': 5},
+]
+
+# 产品附加费清单
+PRODUCT_SURCHARGES = [
+    ('电池 标准箱100瓦以下非危电池/内电不超100瓦产品。头程参考海运快线快递单价标准', '资料齐全+1/KG   资料不齐全+2/KG'),
+    ('手机，平板电脑', '5/KG'),
+    ('铝制品', '2元/KG'),
+    ('瓷砖', '1元/KG'),
+    ('玻璃纤维网格织物、玻璃纤维长丝、聚酯高强力纱', '1元/KG'),
+    ('胶合板', '1元/KG'),
+    ('铜版纸', '1元/KG'),
+    ('钢丝绳和钢缆', '1元/KG'),
+    ('包包、U型枕、吊床，普通纺织品', '1元/KG（中欧卡航+2）'),
+    ('与接触食品类产品（厨具、榨汁机、擀面杖、杯子等）', '1元/KG'),
+    ('LED灯、白炽灯、钨丝灯类、电子温度计', '1元/KG'),
+    ('皮革制品', '1元/KG'),
+    ('球类', '1元/KG'),
+    ('木制品', '1元/KG'),
+    ('带磁产品', '1元/KG'),
+    ('蓝牙产品 无线产品 数据线', '1元/KG'),
+    ('金属及其制品：不锈钢无缝钢管耐腐蚀钢、铸铁产品、可锻铸铁螺纹管和接头、钢铁管配件、钢铁制紧固件、预应力非合金钢丝和钢绞线、活页夹的贱金属附件、铸铁井盖', '1元/KG'),
+    ('光伏、晶体硅光伏组件、太阳能板、眼镜', '2元/KG'),
+    ('玩具、沐浴盐球、碳包 蜡烛', '2元/KG'),
+    ('厨房刀具 （全长不超30CM)', '2元/KG'),
+    ('空气净化器', '2元/KG'),
+    ('工具箱', '2元/KG'),
+    ('眼镜类 笔类', '2元/KG'),
+    ('机顶盒 计时器（不包括大的钟表） 电子手环', '2元/KG'),
+    ('带陶瓷产品', '2元/KG'),
+    ('汽车/摩托车/自行车配件/平衡车/汽车配件', '2元/KG'),
+    ('卡客车轮胎、铝合金轮毂 、笔类', '2元/KG'),
+    ('投影仪', '2元/KG'),
+    ('成人用品、性用品、', '3元/KG'),
+    ('服装类（大衣，棉服，风衣，外套，斗篷，运动服饰，毛衫，T恤，衬衫，连体服饰，套装，裙子，骑行服），毛巾类，床上用品，和内衣内裤（海关编码61-65开头）', '3/KG（中欧卡航+5）'),
+    ('鞋类（包括塑料拖鞋、鞋垫）不包括鞋带', '3/KG（中欧卡航+5）'),
+    ('针织类的帽子、围巾、手套、披肩，窗帘', '3/KG（中欧卡航+5）'),
+    ('U盘/内存卡', '3元/个'),
+    ('各种码表 手表', '3.5元/个'),
+    ('车载DVD/车载显示屏/车载收音机/行车记录仪/行车导航仪', '80元/台'),
+    ('投影仪', '35元/台'),
+    ('平衡车/平板车（单个15KG以下）（超100瓦安时拒接）', '单询'),
+    ('平衡车/平板车（超100瓦安时拒接）', '单询'),
+    ('电动滑板车（单个15KG以下）（超100瓦安时拒接）', '单询'),
+    ('电动滑板车（超100瓦安时拒接）', '单询'),
+    ('平衡车/平板车/滑板车（单个20KG以上）', '单询'),
+    ('自行车、电动自行车、', '400/台（计费重超60KG拒收）'),
+    ('药物、化学产品及原料', '拒接'),
+    ('玩具车、积木类', '不侵权+2/KG'),
+    ('管制刀具，弓箭，枪支弹药及配件', '拒接'),
+    ('电子打火机、电子烟', '拒接'),
+    ('以上表格未列明的产品', '另外询价'),
+]
+
+# DPD 欧洲岛屿偏远邮编（附加费 35 欧/件）
+DPD_ISLAND_POSTCODES = {'丹麦': {'code': 'DK', 'text': '4592, 5960, 5970, 5985, 6720, 7884,8305,8592, 9940, 9950, 9960, Bornholm: 3700, 3720, 3730,3740,3751, 3760, 3770, 3782, 3790'}, '德国': {'code': 'DE', 'text': 'Hiddensee: 18565, NordfriesischeInseln:25849, 25859, 25863, 25869, 25938, 25946, 25980,25992,25996–25999, Ostfries. Inseln: 26465, 26474, 26486,26548,26571, 26579, 26757, Helgoland: 27498,27499,Chiemsee: 83256 Neuwerk:'}, '爱沙尼亚': {'code': 'EE', 'text': '62601, 88001–88005, 91217,91301–91320,92001–92420, 93001–94799, 96027, 96098'}, '芬兰': {'code': 'FI', 'text': 'Aland–Inseln: 22000–22999'}, '法国': {'code': 'FR', 'text': '17111, 17123, 17190, 17310, 17370,17410, 17480,17550, 17580, 17590, 17630, 17670, 17740, 17880,17940,22870, 29242, 29253, 29259, 29990, 56360, 56590,56780,56840, 85330, 85350, Korsika: 20000–20999'}, '希腊': {'code': 'GR', 'text': 'Saronische Inseln: 180xx, 189xx,Ionische Inseln: 28xxx–29xxx, 31xxx, 49xxx, Berg Athos:63086–63087,Kreta: 70xxx–74xxx und Inseln der Ägäis: 80xxx–85xxx'}, '意大利': {'code': 'IT', 'text': 'Pontinische Inseln: 04020, 04027, Sardinien:07000–09999, Lagune von Venedig: 30010, 30012, 30100,30121–30126, 30131–30133, 30135, 30141, Elba mitTyrrhenischeInseln: 57030–57039, 58012–58013, 58018, Tremiti Inseln:71040, Inseln im Golf von Neapel: 80070–80071, 80073–80077, 80079, Inselgruppen um Sizilien: 90010, 91017, 91023,92010, 98050, 98052, 98055Einige PLZ können Gebiete auf Inseln und dem Festlandbetreffen.'}, '克罗地亚': {'code': 'HR', 'text': '20221–20226, 20260–20263, 20264,20270– 20275, 20290, 21220, 21223–21225, 21400,21403–21405,21410, 21412, 21413, 21420, 21423–21426, 21430, 21432，21450, 21454, 21460, 21462–21463, 21465–21467, 21469,21480, 21483, 21485, 22231–22236, 22240–22244, 23212,23234, 23249–23251, 23262–23264, 23271–23275, 23281–23287, 23291–23296, 51280–51281, 51500, 51511–51517,51521–51523, 51550–51552, 51554–51557, 51559, 51561–51562, 51564, 53291, 53294, 53296'}, '荷兰': {'code': 'NL', 'text': '1156AA–1156ZZ, 1791AA–1797ZZ,8881AA– 8884ZZ, 8891AA–8897ZZ, 8899AA–8899ZZ,9161AA–9164ZZ, 9166AA–9166ZZ'}, '葡萄牙': {'code': 'PT', 'text': 'Madeira: 9000–9390, Porto Santo: 9400,Azoren: 9500–9980'}, '瑞典': {'code': 'SE', 'text': '10005, 13025, 13033, 13034, 13036,13038, 13039, 13042, 13043, 13055, 13056, 37022, 43080–43099,45204–45205, 47112–47115, 47500–47599, 62000–62999,74296–74297, 76017–76019, 91803'}, '西班牙': {'code': 'ES', 'text': 'Balearen: 07000–07999'}}

logistics_chat/routes/__init__.py

@@ -0,0 +1,7 @@
+"""Blueprint registration, called explicitly by the application factory."""
+
+
+def register_routes(app):
+    from . import admin, business, chat, customer, files, history, human, pages, speech, visitor
+    for module in (admin, business, chat, customer, files, history, human, pages, speech, visitor):
+        app.register_blueprint(module.bp)

logistics_chat/routes/admin.py

@@ -0,0 +1,188 @@
+"""HTTP adapters for admin; business logic lives in services."""
+
+import sqlite3
+
+from flask import Blueprint, Response, g, jsonify, render_template, request
+from werkzeug.exceptions import RequestEntityTooLarge
+
+from .. import business_service, db, order_admin_service, order_data, order_import_service, staff_service
+
+bp = Blueprint('admin', __name__)
+
+@bp.route('/api/admin/stats')
+def admin_stats():
+    return business_service.admin_stats()
+
+
+@bp.route('/admin/login', methods=['POST'])
+def admin_login():
+    request.max_content_length = 4096
+    return staff_service.login(request.get_json(silent=True))
+
+
+@bp.get('/api/admin/session')
+def staff_session():
+    return {'ok': True, **g.staff}
+
+
+@bp.post('/admin/logout')
+def staff_logout():
+    return staff_service.logout()
+
+
+@bp.route('/api/export_chat')
+def export_chat():
+    format = 'csv' if request.args.get('format') == 'csv' else 'xlsx'
+    mimetype = 'text/csv' if format == 'csv' else 'application/vnd.openxmlformats-officedocument.spreadsheetml.sheet'
+    return Response(business_service.export_chat(format), mimetype=mimetype,
+                    headers={'Content-Disposition': 'attachment;filename=chat_export.' + format})
+
+
+@bp.route('/api/agents/list')
+def agents_list():
+    return business_service.agents_list()
+
+
+@bp.route('/api/search_chat')
+def search_chat():
+    return business_service.search_chat(request.args.get('q', '').strip())
+
+
+@bp.route('/admin')
+def admin():
+    return render_template('admin_login.html')
+
+
+@bp.route('/admin/dashboard')
+def admin_dash():
+    return render_template('admin.html')
+
+
+@bp.get('/admin/orders')
+def admin_orders():
+    return render_template('admin_orders.html')
+
+
+@bp.get('/api/admin/orders/import/template')
+def order_import_template():
+    return Response(order_import_service.template_csv(), mimetype='text/csv; charset=utf-8',
+                    headers={'Content-Disposition': "attachment; filename*=UTF-8''order-import-template.csv"})
+
+
+def _read_order_import():
+    request.max_content_length = order_import_service.MAX_UPLOAD_BYTES + 64 * 1024
+    uploaded = request.files.get('file')
+    if uploaded is None:
+        raise order_import_service.ImportFileError('请选择CSV或XLSX文件。')
+    parsed = order_import_service.parse_order_upload(uploaded.filename, uploaded.read())
+    parsed['filename'] = uploaded.filename
+    return parsed
+
+
+def _order_preview(parsed, connection):
+    duplicate_count = order_import_service.mark_existing_rows(connection, parsed['rows'])
+    return {
+        'summary': {'total_rows': parsed['total_rows'], 'valid_rows': len(parsed['rows']),
+                    'duplicate_rows': duplicate_count, 'error_rows': len(parsed['errors'])},
+        'preview': [{key: row.get(key) for key in ('row', 'tenant_id', 'order_no', 'status',
+                    'inbound_code', 'shipment_id', 'country_code', 'transport_mode',
+                    'warehouse_code', 'package_count', 'gross_weight_kg', 'volume_cbm', 'duplicate')}
+                    for row in parsed['rows'][:20]],
+        'preview_limited': len(parsed['rows']) > 20,
+        'errors': parsed['errors'],
+    }
+
+
+@bp.post('/api/admin/orders/import/preview')
+def preview_order_import():
+    try:
+        parsed = _read_order_import()
+    except order_import_service.ImportFileError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except RequestEntityTooLarge:
+        return jsonify({'ok': False, 'error': '文件不能超过5 MB。'}), 413
+    connection = db.connect()
+    try:
+        parsed = order_import_service.validate_tenants(connection, parsed)
+        result = _order_preview(parsed, connection)
+    finally:
+        connection.close()
+    return jsonify({'ok': not parsed['errors'], **result}), 400 if parsed['errors'] else 200
+
+
+@bp.post('/api/admin/orders/import')
+def confirm_order_import():
+    try:
+        parsed = _read_order_import()
+    except order_import_service.ImportFileError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except RequestEntityTooLarge:
+        return jsonify({'ok': False, 'error': '文件不能超过5 MB。'}), 413
+    if parsed['errors']:
+        return jsonify({'ok': False, 'error': '文件中存在错误行，请修正后重新上传。',
+                        'errors': parsed['errors']}), 400
+    connection = db.connect()
+    try:
+        connection.execute('BEGIN IMMEDIATE')
+        parsed = order_import_service.validate_tenants(connection, parsed)
+        if parsed['errors']:
+            connection.rollback()
+            return jsonify({'ok': False, 'error': '文件中存在错误行，请修正后重新上传。',
+                            **_order_preview(parsed, connection)}), 400
+        existing_keys = {(row['tenant_id'], str(row['order_no']).casefold()) for row in parsed['rows']
+                         if connection.execute('SELECT 1 FROM order_test_data WHERE tenant_id=? AND order_no=?',
+                             (row['tenant_id'], row['order_no'])).fetchone()}
+        imported = order_data.import_records(connection, parsed['rows'])
+        batch_id = order_admin_service.create_import_batch(connection, parsed.get('filename'),
+            g.staff['username'], parsed, imported, existing_keys)
+        connection.commit()
+    except (ValueError, sqlite3.Error):
+        connection.rollback()
+        return jsonify({'ok': False, 'error': '订单导入失败，数据库未写入，请检查文件后重试。'}), 400
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **imported, 'total': parsed['total_rows'], 'batch_id': batch_id})
+
+
+@bp.get('/api/admin/orders/list')
+def list_admin_orders():
+    connection = db.connect()
+    try:
+        result = order_admin_service.list_orders(connection, request.args.get('q', ''),
+            request.args.get('tenant', ''), request.args.get('status', ''),
+            request.args.get('before'), request.args.get('limit', 50))
+    except ValueError as error:
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **result})
+
+
+@bp.get('/api/admin/orders/import/batches')
+def list_order_import_batches():
+    connection = db.connect()
+    try:
+        return jsonify({'ok': True, 'batches': order_admin_service.list_import_batches(connection)})
+    finally:
+        connection.close()
+
+
+@bp.post('/api/admin/orders/import/batches/<batch_id>/undo')
+def undo_order_import(batch_id):
+    connection = db.connect()
+    try:
+        connection.execute('BEGIN IMMEDIATE')
+        result = order_admin_service.undo_import_batch(connection, batch_id, g.staff['username'])
+        if result is None:
+            connection.rollback()
+            return jsonify({'ok': False, 'error': '找不到此导入批次。'}), 404
+        connection.commit()
+    except ValueError as error:
+        connection.rollback()
+        return jsonify({'ok': False, 'error': str(error)}), 400
+    except sqlite3.Error:
+        connection.rollback()
+        return jsonify({'ok': False, 'error': '撤销失败，请刷新后重试。'}), 500
+    finally:
+        connection.close()
+    return jsonify({'ok': True, **result})

logistics_chat/routes/business.py

@@ -0,0 +1,59 @@
+"""HTTP adapters for business; business logic lives in services."""
+
+from flask import Blueprint, g, request
+
+from .. import business_service, ticket_service, visitor_service
+
+bp = Blueprint('business', __name__)
+
+@bp.route('/api/my_orders')
+def my_orders():
+    return business_service.my_orders(request.args.get('phone', '').strip())
+
+
+@bp.route('/api/ticket', methods=['POST'])
+def add_ticket():
+    return business_service.add_ticket(request.get_json(silent=True))
+
+
+@bp.route('/api/tickets')
+def list_tickets():
+    return business_service.list_tickets(request.args.get('status', 'pending'),
+                                        request.args.get('limit', 20), request.args.get('before'),
+                                        request.args.get('q', ''), request.args.get('overdue', '0'))
+
+
+@bp.get('/api/tickets/summary')
+def ticket_summary():
+    return ticket_service.ticket_summary(request.args.get('after'))
+
+
+@bp.get('/api/tickets/<int:ticket_id>')
+def get_ticket(ticket_id):
+    return ticket_service.get_ticket(ticket_id)
+
+
+@bp.get('/api/tickets/<int:ticket_id>/events')
+def ticket_events(ticket_id):
+    return ticket_service.ticket_events(ticket_id,request.args.get('limit',20),request.args.get('before'))
+
+
+@bp.post('/api/tickets/<int:ticket_id>/claim')
+def claim_ticket(ticket_id):
+    return ticket_service.claim_ticket(ticket_id, g.staff)
+
+
+@bp.patch('/api/tickets/<int:ticket_id>')
+def update_ticket(ticket_id):
+    request.max_content_length = 16384
+    return ticket_service.update_ticket(ticket_id, request.get_json(silent=True), g.staff)
+
+
+@bp.route('/api/rate', methods=['POST'])
+def rate_chat():
+    data = request.get_json(silent=True) or {}
+    if not isinstance(data, dict):
+        return {'ok': False}, 400
+    if not visitor_service.owns_human_session(data.get('sid')):
+        return {'ok': False}, 404
+    return business_service.rate_chat(data)

logistics_chat/routes/chat.py

@@ -0,0 +1,48 @@
+"""HTTP adapters for chat; business logic lives in services."""
+
+from flask import Blueprint, Response, request, stream_with_context
+
+from .. import business_service, chat_service
+
+bp = Blueprint('chat', __name__)
+
+@bp.route('/stream_chat', methods=['GET', 'POST'])
+def stream_chat():
+    def error(message):
+        return Response(chat_service.sse({'e':message}) + chat_service.sse({'d':1}), mimetype='text/event-stream')
+
+    if request.method == 'POST':
+        data = request.get_json(silent=True)
+        if not isinstance(data, dict):
+            return error('请求格式无效，请重新发送问题。')
+        msg = data.get('msg', '')
+        conv_id = data.get('conv_id')
+    else:
+        msg = request.args.get('msg', '')
+        conv_id = request.args.get('conv_id')
+    if not isinstance(msg, str):
+        return error('问题必须是文本，请重新输入。')
+    msg = msg.strip()
+    if isinstance(conv_id, (bool, float)):
+        return error('会话编号无效，请新建对话后重试。')
+    if conv_id not in (None, '', 0):
+        if not isinstance(conv_id, (str, int)):
+            return error('会话编号无效，请新建对话后重试。')
+        if isinstance(conv_id, str) and (len(conv_id) > 19 or not conv_id.isascii() or not conv_id.isdecimal()):
+            return error('会话编号无效，请新建对话后重试。')
+        try:
+            conv_id = int(conv_id)
+        except (ValueError, TypeError):
+            return error('会话编号无效，请新建对话后重试。')
+        if not 0 < conv_id <= 9223372036854775807:
+            return error('会话编号无效，请新建对话后重试。')
+    else:
+        conv_id = None
+    frames, headers = chat_service.create_chat_stream(msg, conv_id)
+    body = frames if isinstance(frames, str) else stream_with_context(frames)
+    return Response(body, mimetype='text/event-stream', headers=headers)
+
+
+@bp.route('/api/feedback', methods=['POST'])
+def feedback():
+    return business_service.feedback(request.get_json(silent=True))

logistics_chat/routes/customer.py

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

logistics_chat/routes/files.py

@@ -0,0 +1,39 @@
+"""HTTP adapters for files; business logic lives in services."""
+
+from flask import Blueprint, render_template, request, send_from_directory
+from werkzeug.exceptions import NotFound
+
+from .. import file_service, visitor_service
+from ..config import get_setting
+
+bp = Blueprint('files', __name__)
+
+
+def unavailable(staff=False):
+    return render_template('attachment_unavailable.html', staff=staff), 404, {'Cache-Control':'private, no-store'}
+
+@bp.route('/api/upload', methods=['POST'])
+def upload_file():
+    return file_service.upload_file(request.files)
+
+
+@bp.route('/uploads/<path:name>')
+def uploaded_file(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/history.py

@@ -0,0 +1,31 @@
+"""HTTP adapters for history; business logic lives in services."""
+
+from flask import Blueprint, request
+
+from .. import history_service
+
+bp = Blueprint('history', __name__)
+
+@bp.route('/api/new_chat', methods=['POST'])
+def new_chat():
+    return history_service.new_chat()
+
+
+@bp.route('/api/get_history')
+def get_history():
+    return history_service.get_history()
+
+
+@bp.route('/api/get_messages')
+def get_messages():
+    return history_service.get_messages(request.args.get('conv_id', type=int))
+
+
+@bp.route('/api/del_history', methods=['DELETE'])
+def del_history():
+    return history_service.del_history(request.args.get('id', type=int))
+
+
+@bp.route('/api/clear_all', methods=['DELETE'])
+def clear_all():
+    return history_service.clear_all()

logistics_chat/routes/human.py

@@ -0,0 +1,71 @@
+"""HTTP adapters for human; business logic lives in services."""
+
+from flask import Blueprint, current_app, request
+
+from .. import human_service
+
+bp = Blueprint('human', __name__)
+
+@bp.route('/api/human/request', methods=['POST'])
+def human_request():
+    return human_service.human_request(request.json)
+
+
+@bp.route('/api/human/poll')
+def human_poll():
+    return human_service.human_poll(request.args.get('sid', type=int), request.args.get('after', 0, type=int), current_app.extensions['human_typing'])
+
+
+@bp.route('/api/human/send', methods=['POST'])
+def human_send():
+    return human_service.human_send(request.json)
+
+
+@bp.route('/api/human/queue')
+def human_queue():
+    return human_service.human_queue()
+
+
+@bp.route('/api/human/active')
+def human_active():
+    return human_service.human_active()
+
+
+@bp.route('/api/human/accept', methods=['POST'])
+def human_accept():
+    return human_service.human_accept(request.json)
+
+
+@bp.route('/api/human/close', methods=['POST'])
+def human_close():
+    return human_service.human_close(request.json)
+
+
+@bp.route('/api/human/transfer', methods=['POST'])
+def human_transfer():
+    return human_service.human_transfer(request.json or {}, current_app.extensions['human_typing'])
+
+
+@bp.route('/api/human/note', methods=['POST'])
+def human_note():
+    return human_service.human_note(request.json or {})
+
+
+@bp.route('/api/human/recall', methods=['POST'])
+def human_recall():
+    return human_service.human_recall(request.json or {})
+
+
+@bp.route('/api/human/typing', methods=['POST'])
+def human_typing():
+    return human_service.human_typing(request.json, current_app.extensions['human_typing'])
+
+
+@bp.route('/api/human/stop_typing', methods=['POST'])
+def human_stop_typing():
+    return human_service.human_stop_typing(request.json, current_app.extensions['human_typing'])
+
+
+@bp.route('/api/human/read', methods=['POST'])
+def human_read():
+    return human_service.human_read(request.json)

logistics_chat/routes/pages.py

@@ -0,0 +1,15 @@
+"""HTTP adapters for pages; business logic lives in services."""
+
+from flask import Blueprint, render_template
+
+
+bp = Blueprint('pages', __name__)
+
+
+@bp.route('/healthz')
+def health():
+    return {'status': 'ok'}
+
+@bp.route('/')
+def index():
+    return render_template('index.html')

logistics_chat/routes/speech.py

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

logistics_chat/routes/visitor.py

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

logistics_chat/runtime.py

@@ -0,0 +1,33 @@
+"""Explicit local serving entry point; importing it starts no server."""
+
+
+def local_ips():
+    import socket
+    ips = set()
+    try:
+        with socket.socket(socket.AF_INET, socket.SOCK_DGRAM) as connection:
+            connection.connect(('8.8.8.8', 80))
+            ips.add(connection.getsockname()[0])
+    except Exception:
+        pass
+    try:
+        for info in socket.getaddrinfo(socket.gethostname(), None, socket.AF_INET):
+            ip = info[4][0]
+            if not ip.startswith('127.'):
+                ips.add(ip)
+    except Exception:
+        pass
+    return sorted(ips)
+
+
+def serve_app(app):
+    host, port = app.config['HOST'], app.config['PORT']
+    print(f'Local: http://127.0.0.1:{port}')
+    for ip in local_ips():
+        print(f'LAN: http://{ip}:{port}')
+    try:
+        from waitress import serve
+    except ImportError:
+        app.run(host=host, port=port, debug=True, use_reloader=False)
+    else:
+        serve(app, host=host, port=port, threads=8)

logistics_chat/speech_service.py

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

logistics_chat/staff_service.py

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

logistics_chat/ticket_service.py

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

logistics_chat/tracking.py

@@ -0,0 +1,80 @@
+"""Extracted tracking rules with unchanged business behavior."""
+
+import json
+import random
+import re
+from datetime import datetime, timedelta
+
+CARD_PREFIX = "__CARD__"
+
+def card_to_text(content):
+    """把存库的卡片标记转成人话，避免原始 JSON 进入模型上下文"""
+    if not content.startswith(CARD_PREFIX):
+        return content
+    try:
+        card = json.loads(content[len(CARD_PREFIX):])
+        if card.get('kind') == 'order':
+            return card.get('summary', '')
+        return f"（历史演示轨迹，非真实物流信息：单号 {card.get('no', '')}，演示状态：{card.get('status', '')}）"
+    except Exception:
+        return "（已为该运单查询过轨迹）"
+
+def is_tracking_no(text):
+    """判断一句话是不是"整句运单号"
+
+    规则（逐条收紧，避免误判）：
+    1. 去掉空格和横杠后，长度 8~20 位，且只能由字母数字组成
+    2. 至少包含 3 个数字（英文句子通常只有 1 个数字）
+    3. 字母数量不能多于数字（"i want to go 1t how money" 这类会被排除）
+    纯数字单号（如 15252125）全部满足上述条件。
+    """
+    # 日期格式（如 2026-10-23、2026/10/23）不算运单号
+    if re.fullmatch(r"\d{4}[-/.]\d{1,2}[-/.]\d{1,2}", text.strip()):
+        return False
+    t = re.sub(r"[\s\-]", "", text)
+    if not (8 <= len(t) <= 20):
+        return False
+    if not re.fullmatch(r"[A-Za-z0-9]+", t):
+        return False
+    digits = sum(c.isdigit() for c in t)
+    letters = sum(c.isalpha() for c in t)
+    if digits < 3:
+        return False
+    if letters > digits:
+        return False
+    return True
+
+def extract_tracking_no(text):
+    """从一句话里提取运单号：先看整句是不是，再从句子里找最长的字母数字串"""
+    t = text.strip()
+    if is_tracking_no(t):
+        return t
+    # 找句子里最长的 8~20 位字母数字连续串
+    candidates = re.findall(r"[A-Za-z0-9]{8,20}", t)
+    best = None
+    for c in candidates:
+        if is_tracking_no(c):
+            if best is None or len(c) > len(best):
+                best = c
+    return best
+
+def build_track(no):
+    """Legacy demo helper for old imports; chat queries use order_test_data."""
+    rnd = random.Random(no)
+    steps = [
+        ("已揽收", "义乌仓"),
+        ("出口清关放行", "义乌/宁波口岸"),
+        ("已发车", "中欧班列/卡航 · 阿拉山口"),
+        ("到达欧洲中转仓", "波兰 · 华沙"),
+        ("欧盟清关放行", "德国 · 杜伊斯堡"),
+        ("派送中", "收件人所在城市"),
+    ]
+    gaps = [rnd.randint(6, 40) for _ in steps]          # 相邻节点间隔（小时）
+    t = datetime.now() - timedelta(hours=sum(gaps))
+    nodes = []
+    for (text, place), gap in zip(steps, gaps):
+        t = t + timedelta(hours=gap)
+        nodes.append({"time": t.strftime("%Y-%m-%d %H:%M"),
+                      "text": text, "place": place})
+    nodes.reverse()                                      # 最新的排最上面
+    return {"no": no, "status": nodes[0]["text"], "nodes": nodes}

logistics_chat/visitor_service.py

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

rates_extra.py

@@ -1,78 +1,6 @@
-# -*- coding: utf-8 -*-
-"""报价表扩展数据（自动生成，来源：炜易达 VIP 10月15日9点执行报价表）
+"""Compatibility exports for the relocated quotation data."""
 
-包含：海外仓卡派、二级补仓、德国仓亚马逊退货、产品附加费、DPD 岛屿偏远邮编。
-"""
-
-# 海外仓卡派：按 kg（21KG+/51KG+）或按方（0.5CBM+/1CBM+）计费
-# 价格单位：按 kg 为 RMB/kg，按方为 RMB/CBM
-WAREHOUSE_CARD = {'谷仓法国巴黎1仓-95500-FR\n谷仓法国巴黎2仓-60440-FR\n谷仓法国巴黎4仓-77230-FR': {'卡航': {'kg21': 19.5, 'kg51': 18.5, 'cbm05': 3200.0, 'cbm1': 3020.0}, '普卡': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2920.0}, '铁路': {'kg21': 16.8, 'kg51': 15.8, 'cbm05': 2722.0, 'cbm1': 2542.0}, '海运': {'kg21': 12.5, 'kg51': 11.5, 'cbm05': 1952.0, 'cbm1': 1772.0}}, '4PX-69110-PL\n谷仓-69110-PL\nSLU2-69110-PL': {'卡航': {'kg21': 18.2, 'kg51': 17.2, 'cbm05': 2966.0, 'cbm1': 2786.0}, '普卡': {'kg21': 17.7, 'kg51': 16.7, 'cbm05': 2876.0, 'cbm1': 2686.0}, '铁路': {'kg21': 15.5, 'kg51': 14.5, 'cbm05': 2488.0, 'cbm1': 2308.0}, '海运': {'kg21': 11.1, 'kg51': 10.1, 'cbm05': 1700.0, 'cbm1': 1520.0}}, 'EDAPL-69100-PL': {'卡航': {'kg21': 18.6, 'kg51': 17.6, 'cbm05': 3038.0, 'cbm1': 2858.0}, '普卡': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2948.0, 'cbm1': 2758.0}, '铁路': {'kg21': 15.9, 'kg51': 14.9, 'cbm05': 2560.0, 'cbm1': 2380.0}, '海运': {'kg21': 11.5, 'kg51': 10.5, 'cbm05': 1772.0, 'cbm1': 1592.0}}, '4PX-66340-PL\n菜鸟仓-66340-PL': {'卡航': {'kg21': 18.9, 'kg51': 17.9, 'cbm05': 3092.0, 'cbm1': 2912.0}, '普卡': {'kg21': 18.4, 'kg51': 17.4, 'cbm05': 3002.0, 'cbm1': 2812.0}, '铁路': {'kg21': 16.2, 'kg51': 15.2, 'cbm05': 2614.0, 'cbm1': 2434.0}, '海运': {'kg21': 11.9, 'kg51': 10.9, 'cbm05': 1844.0, 'cbm1': 1664.0}}, '希音-44141-PL\n希音-55040-PL': {'卡航': {'kg21': 19.5, 'kg51': 18.5, 'cbm05': 3200.0, 'cbm1': 3020.0}, '普卡': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2920.0}, '铁路': {'kg21': 16.8, 'kg51': 15.8, 'cbm05': 2722.0, 'cbm1': 2542.0}, '海运': {'kg21': 12.5, 'kg51': 11.5, 'cbm05': 1952.0, 'cbm1': 1772.0}}, '谷仓捷克1仓-25261-CZ\n谷仓捷克2仓-25261-CZ\n谷仓捷克3仓-41002-CZ\n谷仓捷克4仓-25261-CZ\n谷仓捷克5仓-25219-CZ\n谷仓捷克7仓-25301-CZ\n谷仓捷克8仓-41002-CZ': {'卡航': {'kg21': 18.6, 'kg51': 17.6, 'cbm05': 3038.0, 'cbm1': 2858.0}, '普卡': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2948.0, 'cbm1': 2758.0}, '铁路': {'kg21': 15.9, 'kg51': 14.9, 'cbm05': 2560.0, 'cbm1': 2380.0}, '海运': {'kg21': 11.5, 'kg51': 10.5, 'cbm05': 1772.0, 'cbm1': 1592.0}}, '4PX布拉格A仓-25261-CZ': {'卡航': {'kg21': 19.0, 'kg51': 18.0, 'cbm05': 3110.0, 'cbm1': 2930.0}, '普卡': {'kg21': 18.5, 'kg51': 17.5, 'cbm05': 3020.0, 'cbm1': 2830.0}, '铁路': {'kg21': 16.3, 'kg51': 15.3, 'cbm05': 2632.0, 'cbm1': 2452.0}, '海运': {'kg21': 12.0, 'kg51': 11.0, 'cbm05': 1862.0, 'cbm1': 1682.0}}, '4PX马德里A仓-19171-ES': {'卡航': {'kg21': 20.8, 'kg51': 19.8, 'cbm05': 3434.0, 'cbm1': 3254.0}, '普卡': {'kg21': 20.3, 'kg51': 19.3, 'cbm05': 3344.0, 'cbm1': 3154.0}, '铁路': {'kg21': 18.1, 'kg51': 17.1, 'cbm05': 2956.0, 'cbm1': 2776.0}, '海运': {'kg21': 13.7, 'kg51': 12.7, 'cbm05': 2168.0, 'cbm1': 1988.0}}, '盘古-63150-DE\n新欧达-31628-DE': {'卡航': {'kg21': 19.4, 'kg51': 18.4, 'cbm05': 3182.0, 'cbm1': 3002.0}, '普卡': {'kg21': 18.9, 'kg51': 17.9, 'cbm05': 3092.0, 'cbm1': 2902.0}, '铁路': {'kg21': 16.7, 'kg51': 15.7, 'cbm05': 2704.0, 'cbm1': 2524.0}, '海运': {'kg21': 12.3, 'kg51': 11.3, 'cbm05': 1916.0, 'cbm1': 1736.0}}}
-
-# 二级补仓（海外仓中转）主要服务费
-SECONDARY_WAREHOUSE = {'服务': '1.贴标：2张FBA标签，一张快递面单）单件计费重量范围在（0KG＜X≤30KG） 2.打板：实际打板数为准（1个板大概1.2方-1.5方） 3.卸货费', '头程单价指示': '欧洲铁路头程单价：欧洲铁路渠道 中欧卡航头程单价：中欧卡航渠道 欧洲海运头程单价：海运快线/海运热门仓卡派直送 英国头程单价：英国专线(DPD)', '二次派送': '1. 欧洲/英国二级补仓无需二次派送费用，可自提单价-1/KG 2. 海外仓在德国，如需发往其他国家补运费差价', '仓储费': '德国：免费存储25天,超过5RMB/方/天，61-180天 7RMB/方/每天，181天以上 15RMB/方/每天 英国：免费存储25天，超过8RMB/方/天，90-120/方/天 9.5RMB/方/天，超120天 15RMB/方/天', '订单处理费': '1：针对一个SKU发往一个地址作为一个订单收取15RMB订单操作费； 2：针对不同票数合并发往一个地址作为一个订单收取15RMB订单操作费； 出货之前都需要填写出货指令', '销毁费': '德国：单询 英国：50英镑/件', '换产品SKU费': '欧洲：针对一个箱里面是一种SKU要换标：开箱关箱费13RMB/箱换SKU:4RMB/个，清点:2RMB/个针对一箱多个SKU换标(费用单询) 英国：针对一个箱里面是一种SKU要换标：开箱关箱费20RMB/箱换SKU:6RMB/个，清点:3RMB/个针对一箱多个SKU换标(费用单询)'}
-
-# 德国仓亚马逊退货费用（单位：欧元）
-DE_RETURN_FEES = [
-    {'cat': '2. Outbound 出库', 'item': '2.1.1 Picking 整箱出库', 'sub': 'Single Carton 每箱', 'price': 2},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.4 Packing 打包费', 'sub': 'Per Carton 每箱', 'price': 1.5},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.5 Unpacking and Inspection 开箱检验', 'sub': 'Per Carton 每箱', 'price': 1},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.6  Destroy Product without Battery 不带电池产品销毁', 'sub': 'Per 1KG 每公斤', 'price': 1},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.7 Destroy battery 销毁电池', 'sub': 'Per 1KG 每公斤', 'price': 1.5},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.8 Cancel Order 截单费', 'sub': 'Per order 每单', 'price': 2},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.9 Claim Fee  认领费', 'sub': 'Every order  每个订单', 'price': 2},
-    {'cat': '4. In-House Service 库内服务', 'item': '4.10 Lost Shipping Claim  丢件索赔服务费', 'sub': 'Per order 每单', 'price': 5},
-]
-
-# 产品附加费清单
-PRODUCT_SURCHARGES = [
-    ('电池 标准箱100瓦以下非危电池/内电不超100瓦产品。头程参考海运快线快递单价标准', '资料齐全+1/KG   资料不齐全+2/KG'),
-    ('手机，平板电脑', '5/KG'),
-    ('铝制品', '2元/KG'),
-    ('瓷砖', '1元/KG'),
-    ('玻璃纤维网格织物、玻璃纤维长丝、聚酯高强力纱', '1元/KG'),
-    ('胶合板', '1元/KG'),
-    ('铜版纸', '1元/KG'),
-    ('钢丝绳和钢缆', '1元/KG'),
-    ('包包、U型枕、吊床，普通纺织品', '1元/KG（中欧卡航+2）'),
-    ('与接触食品类产品（厨具、榨汁机、擀面杖、杯子等）', '1元/KG'),
-    ('LED灯、白炽灯、钨丝灯类、电子温度计', '1元/KG'),
-    ('皮革制品', '1元/KG'),
-    ('球类', '1元/KG'),
-    ('木制品', '1元/KG'),
-    ('带磁产品', '1元/KG'),
-    ('蓝牙产品 无线产品 数据线', '1元/KG'),
-    ('金属及其制品：不锈钢无缝钢管耐腐蚀钢、铸铁产品、可锻铸铁螺纹管和接头、钢铁管配件、钢铁制紧固件、预应力非合金钢丝和钢绞线、活页夹的贱金属附件、铸铁井盖', '1元/KG'),
-    ('光伏、晶体硅光伏组件、太阳能板、眼镜', '2元/KG'),
-    ('玩具、沐浴盐球、碳包 蜡烛', '2元/KG'),
-    ('厨房刀具 （全长不超30CM)', '2元/KG'),
-    ('空气净化器', '2元/KG'),
-    ('工具箱', '2元/KG'),
-    ('眼镜类 笔类', '2元/KG'),
-    ('机顶盒 计时器（不包括大的钟表） 电子手环', '2元/KG'),
-    ('带陶瓷产品', '2元/KG'),
-    ('汽车/摩托车/自行车配件/平衡车/汽车配件', '2元/KG'),
-    ('卡客车轮胎、铝合金轮毂 、笔类', '2元/KG'),
-    ('投影仪', '2元/KG'),
-    ('成人用品、性用品、', '3元/KG'),
-    ('服装类（大衣，棉服，风衣，外套，斗篷，运动服饰，毛衫，T恤，衬衫，连体服饰，套装，裙子，骑行服），毛巾类，床上用品，和内衣内裤（海关编码61-65开头）', '3/KG（中欧卡航+5）'),
-    ('鞋类（包括塑料拖鞋、鞋垫）不包括鞋带', '3/KG（中欧卡航+5）'),
-    ('针织类的帽子、围巾、手套、披肩，窗帘', '3/KG（中欧卡航+5）'),
-    ('U盘/内存卡', '3元/个'),
-    ('各种码表 手表', '3.5元/个'),
-    ('车载DVD/车载显示屏/车载收音机/行车记录仪/行车导航仪', '80元/台'),
-    ('投影仪', '35元/台'),
-    ('平衡车/平板车（单个15KG以下）（超100瓦安时拒接）', '单询'),
-    ('平衡车/平板车（超100瓦安时拒接）', '单询'),
-    ('电动滑板车（单个15KG以下）（超100瓦安时拒接）', '单询'),
-    ('电动滑板车（超100瓦安时拒接）', '单询'),
-    ('平衡车/平板车/滑板车（单个20KG以上）', '单询'),
-    ('自行车、电动自行车、', '400/台（计费重超60KG拒收）'),
-    ('药物、化学产品及原料', '拒接'),
-    ('玩具车、积木类', '不侵权+2/KG'),
-    ('管制刀具，弓箭，枪支弹药及配件', '拒接'),
-    ('电子打火机、电子烟', '拒接'),
-    ('以上表格未列明的产品', '另外询价'),
-]
-
-# DPD 欧洲岛屿偏远邮编（附加费 35 欧/件）
-DPD_ISLAND_POSTCODES = {'丹麦': {'code': 'DK', 'text': '4592, 5960, 5970, 5985, 6720, 7884,8305,8592, 9940, 9950, 9960, Bornholm: 3700, 3720, 3730,3740,3751, 3760, 3770, 3782, 3790'}, '德国': {'code': 'DE', 'text': 'Hiddensee: 18565, NordfriesischeInseln:25849, 25859, 25863, 25869, 25938, 25946, 25980,25992,25996–25999, Ostfries. Inseln: 26465, 26474, 26486,26548,26571, 26579, 26757, Helgoland: 27498,27499,Chiemsee: 83256 Neuwerk:'}, '爱沙尼亚': {'code': 'EE', 'text': '62601, 88001–88005, 91217,91301–91320,92001–92420, 93001–94799, 96027, 96098'}, '芬兰': {'code': 'FI', 'text': 'Aland–Inseln: 22000–22999'}, '法国': {'code': 'FR', 'text': '17111, 17123, 17190, 17310, 17370,17410, 17480,17550, 17580, 17590, 17630, 17670, 17740, 17880,17940,22870, 29242, 29253, 29259, 29990, 56360, 56590,56780,56840, 85330, 85350, Korsika: 20000–20999'}, '希腊': {'code': 'GR', 'text': 'Saronische Inseln: 180xx, 189xx,Ionische Inseln: 28xxx–29xxx, 31xxx, 49xxx, Berg Athos:63086–63087,Kreta: 70xxx–74xxx und Inseln der Ägäis: 80xxx–85xxx'}, '意大利': {'code': 'IT', 'text': 'Pontinische Inseln: 04020, 04027, Sardinien:07000–09999, Lagune von Venedig: 30010, 30012, 30100,30121–30126, 30131–30133, 30135, 30141, Elba mitTyrrhenischeInseln: 57030–57039, 58012–58013, 58018, Tremiti Inseln:71040, Inseln im Golf von Neapel: 80070–80071, 80073–80077, 80079, Inselgruppen um Sizilien: 90010, 91017, 91023,92010, 98050, 98052, 98055Einige PLZ können Gebiete auf Inseln und dem Festlandbetreffen.'}, '克罗地亚': {'code': 'HR', 'text': '20221–20226, 20260–20263, 20264,20270– 20275, 20290, 21220, 21223–21225, 21400,21403–21405,21410, 21412, 21413, 21420, 21423–21426, 21430, 21432，21450, 21454, 21460, 21462–21463, 21465–21467, 21469,21480, 21483, 21485, 22231–22236, 22240–22244, 23212,23234, 23249–23251, 23262–23264, 23271–23275, 23281–23287, 23291–23296, 51280–51281, 51500, 51511–51517,51521–51523, 51550–51552, 51554–51557, 51559, 51561–51562, 51564, 53291, 53294, 53296'}, '荷兰': {'code': 'NL', 'text': '1156AA–1156ZZ, 1791AA–1797ZZ,8881AA– 8884ZZ, 8891AA–8897ZZ, 8899AA–8899ZZ,9161AA–9164ZZ, 9166AA–9166ZZ'}, '葡萄牙': {'code': 'PT', 'text': 'Madeira: 9000–9390, Porto Santo: 9400,Azoren: 9500–9980'}, '瑞典': {'code': 'SE', 'text': '10005, 13025, 13033, 13034, 13036,13038, 13039, 13042, 13043, 13055, 13056, 37022, 43080–43099,45204–45205, 47112–47115, 47500–47599, 62000–62999,74296–74297, 76017–76019, 91803'}, '西班牙': {'code': 'ES', 'text': 'Balearen: 07000–07999'}}
+from logistics_chat.rates_extra import (
+    WAREHOUSE_CARD, SECONDARY_WAREHOUSE, DE_RETURN_FEES,
+    PRODUCT_SURCHARGES, DPD_ISLAND_POSTCODES,
+)

s.json

@@ -1 +0,0 @@
-{"sid":48,"side":"agent","content":"test123"}

scripts/close_active_sessions.py

@@ -0,0 +1,34 @@
+"""Close all active human sessions; waiting sessions and messages are preserved."""
+
+import argparse
+import sqlite3
+from contextlib import closing
+from pathlib import Path
+
+
+DEFAULT_DB = Path(__file__).resolve().parents[1] / "history.db"
+
+
+def close_active_sessions(db_path=None):
+    database = Path(db_path if db_path is not None else DEFAULT_DB).expanduser().resolve()
+    with closing(sqlite3.connect(database.as_uri() + "?mode=rw", uri=True)) as connection:
+        with connection:
+            count = connection.execute(
+                "UPDATE human_sessions SET status='closed' WHERE status='active'"
+            ).rowcount
+    return count
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument("--db", type=Path, default=DEFAULT_DB, help="Existing SQLite database")
+    args = parser.parse_args()
+    try:
+        count = close_active_sessions(args.db)
+    except sqlite3.Error as error:
+        parser.exit(1, f"Database error: {error}\n")
+    print(f"Closed {count} active session(s).")
+
+
+if __name__ == "__main__":
+    main()

scripts/db_maintenance.py

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

scripts/export_order_tracking.py

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

scripts/import_order_test_data.py

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

scripts/inspect_human_sessions.py

@@ -0,0 +1,38 @@
+"""Inspect recent human messages and open sessions without changing the database."""
+
+import argparse
+import sqlite3
+from contextlib import closing
+from pathlib import Path
+
+
+DEFAULT_DB = Path(__file__).resolve().parents[1] / "history.db"
+
+
+def inspect_sessions(db_path=None):
+    database = Path(db_path if db_path is not None else DEFAULT_DB).expanduser().resolve()
+    with closing(sqlite3.connect(database.as_uri() + "?mode=ro", uri=True)) as connection:
+        messages = connection.execute(
+            "SELECT * FROM human_messages ORDER BY id DESC LIMIT 5"
+        ).fetchall()
+        sessions = connection.execute(
+            "SELECT id, status FROM human_sessions WHERE status!='closed' ORDER BY id"
+        ).fetchall()
+    return messages, sessions
+
+
+def main():
+    parser = argparse.ArgumentParser(description=__doc__)
+    parser.add_argument("--db", type=Path, default=DEFAULT_DB, help="Existing SQLite database")
+    args = parser.parse_args()
+    try:
+        messages, sessions = inspect_sessions(args.db)
+    except sqlite3.Error as error:
+        parser.exit(1, f"Database error: {error}\n")
+    print(messages)
+    print("---")
+    print(sessions)
+
+
+if __name__ == "__main__":
+    main()

start.bat

@@ -1,21 +1,46 @@
 @echo off
-chcp 936 >nul
-title Baiyue Logistics AI Customer Service
+setlocal DisableDelayedExpansion
 cd /d "%~dp0"
 
+set "PYTHON_ARGS="
+if defined VIRTUAL_ENV (
+    set "PYTHON_EXE=%VIRTUAL_ENV%\Scripts\python.exe"
+    call :probe_python
+    if not errorlevel 1 goto python_ready
+)
+
+set "PYTHON_EXE=%~dp0.venv\Scripts\python.exe"
+call :probe_python
+if not errorlevel 1 goto python_ready
+
+set "PYTHON_EXE=py.exe"
+set "PYTHON_ARGS=-3"
+call :probe_python
+if not errorlevel 1 goto python_ready
+
+set "PYTHON_EXE=python.exe"
+set "PYTHON_ARGS="
+call :probe_python
+if not errorlevel 1 goto python_ready
+
+echo [ERROR] No working Python 3 interpreter found. Install Python or recreate .venv.
+if /i "%~1"=="--check-python" exit /b 1
+pause
+exit /b 1
+
+:python_ready
+if /i "%~1"=="--check-python" (
+    "%PYTHON_EXE%" %PYTHON_ARGS% -c "import sys; print(sys.executable)"
+    exit /b
+)
+
+chcp 936 >nul
+title Baiyue Logistics AI Customer Service
 echo ============================================
 echo   Baiyue Logistics AI Customer Service
 echo ============================================
 echo.
 
-where python >nul 2>nul
-if errorlevel 1 (
-    echo [ERROR] python not found. Install Python and tick "Add to PATH".
-    echo.
-    pause
-    exit /b 1
-)
-
 echo [1/3] Checking port 5000 ...
 netstat -ano | findstr "LISTENING" | findstr /C:":5000 " >nul
 if not errorlevel 1 (
@@ -34,23 +59,11 @@ if not errorlevel 1 (
 )
 echo       OK - port is free.
 
-echo [2/3] Checking DEEPSEEK_API_KEY ...
-if "%DEEPSEEK_API_KEY%"=="" (
-    echo.
-    echo [WARN] DEEPSEEK_API_KEY is empty in this window.
-    echo If you just ran setx, reopen this window or restart VS Code.
-    echo     setx DEEPSEEK_API_KEY "sk-xxxxxxxx"
-    echo.
-    pause
-) else (
-    echo       OK - key detected.
-)
-
-echo [3/3] Checking dependencies ...
-python -c "import flask, requests" >nul 2>nul
+echo [2/3] Checking dependencies ...
+"%PYTHON_EXE%" %PYTHON_ARGS% -c "import flask, requests, waitress, dotenv, openpyxl" >nul 2>nul
 if errorlevel 1 (
     echo       Missing packages, installing ...
-    python -m pip install -r requirements.txt
+    "%PYTHON_EXE%" %PYTHON_ARGS% -m pip install -r requirements.txt
     if errorlevel 1 (
         echo [ERROR] pip install failed, check network and retry.
         pause
@@ -59,6 +72,15 @@ if errorlevel 1 (
 )
 echo       OK - dependencies ready.
 
+echo [3/3] Checking DeepSeek configuration ...
+"%PYTHON_EXE%" %PYTHON_ARGS% -c "import sys; from logistics_chat.config import default_config; sys.exit(0 if default_config()['DEEPSEEK_API_KEY'] else 1)" >nul
+if errorlevel 1 (
+    echo [WARN] No DeepSeek API key configured.
+    echo Copy .env.example to .env and set DEEPSEEK_API_KEY, then restart.
+) else (
+    echo       OK - key detected in .env or environment.
+)
+
 echo.
 echo ============================================
 echo   Starting: http://127.0.0.1:5000
@@ -67,8 +89,15 @@ echo ============================================
 echo.
 
 start "" http://127.0.0.1:5000
-python am.py
+"%PYTHON_EXE%" %PYTHON_ARGS% am.py
+set "APP_EXIT_CODE=%ERRORLEVEL%"
 
 echo.
 echo Server stopped.
-pause
+pause
+exit /b %APP_EXIT_CODE%
+
+:probe_python
+"%PYTHON_EXE%" %PYTHON_ARGS% -c "import sys; sys.exit(0 if sys.version_info.major == 3 else 1)" >nul 2>nul
+if "%ERRORLEVEL%"=="0" exit /b 0
+exit /b 1

static/css/admin.css

@@ -0,0 +1,264 @@
+/* A conversation-first console: compact header, session inbox and full-height chat. */
+body { height: 100dvh; min-height: 0; display: flex; flex-direction: column; overflow: hidden; background: var(--surface); }
+.topbar { height: 56px; min-height: 56px; display: flex; justify-content: space-between; align-items: center; gap: 20px; padding: 0 22px; background: var(--surface); border-bottom: 1px solid var(--border); z-index: 30; }
+.app-identity, .topbar-actions { display: flex; align-items: center; gap: 20px; min-width: 0; }
+.brand { gap: 10px; }
+.topbar .brand-mark { width: 30px; height: 30px; border-radius: 8px; }
+.topbar .brand-mark svg { width: 19px; height: 19px; }
+.topbar .brand-name { font-size: 15px; white-space: nowrap; }
+.nav-divider { height: 18px; width: 1px; background: var(--border); }
+.app-identity h1 { font-size: 14px; font-weight: 500; color: var(--secondary); white-space: nowrap; }
+.workspace-link { font-size: 12px; color: var(--secondary); text-decoration: none; white-space: nowrap; }
+.workspace-link:hover { color: var(--brand); }
+.staff-logout { min-width: 76px; min-height: 44px; padding: 0 10px; border: 1px solid var(--border); border-radius: 7px; color: var(--secondary); background: var(--surface); font-size: 13px; white-space: nowrap; cursor: pointer; }
+.staff-logout:hover, .staff-logout:focus-visible { color: var(--brand); border-color: var(--brand); background: var(--brand-soft); }
+.staff-logout:disabled { opacity: .6; cursor: wait; }
+.data-overview { position: relative; }
+.data-overview summary { display: flex; align-items: center; gap: 7px; padding: 6px 10px; font-size: 12px; color: var(--secondary); cursor: pointer; border-radius: 7px; list-style: none; border: 1px solid var(--border); }
+.data-overview summary::-webkit-details-marker { display: none; }
+.data-overview summary svg { width: 15px; height: 15px; }
+.data-overview[open] summary, .data-overview summary:hover { color: var(--brand); border-color: #bacbf2; background: var(--brand-soft); }
+.stats { position: absolute; top: calc(100% + 11px); right: 0; width: 310px; padding: 18px; display: grid; grid-template-columns: 1fr 1fr; gap: 10px; border: 1px solid var(--border); border-radius: 11px; background: var(--surface); box-shadow: 0 12px 40px #19263d1a; }
+.stats h2 { grid-column: 1 / -1; font-size: 13px; font-weight: 600; margin-bottom: 3px; }
+.stat { display: flex; flex-direction: column; padding: 10px 12px; background: var(--surface-soft); border-radius: 7px; }
+.stat > span { font-size: 11px; color: var(--secondary); }
+.stat b { font-size: 23px; font-weight: 600; line-height: 1.5; font-variant-numeric: tabular-nums; }
+.export-link { display: grid; place-items: center; border: 1px solid var(--border); border-radius: 7px; font-size: 12px; color: var(--brand); text-decoration: none; }
+.export-link:hover { background: var(--brand-soft); }
+.sync-status { flex-shrink: 0; background: var(--danger-soft); color: var(--danger); border-bottom: 1px solid #eed0d3; padding: 7px 22px; font-size: 12px; }
+.layout { flex: 1; min-height: 0; display: grid; grid-template-columns: 300px minmax(0, 1fr); overflow: hidden; }
+.conv-list { min-width: 0; min-height: 0; display: flex; flex-direction: column; background: var(--surface); border-right: 1px solid var(--border); }
+.list-heading { padding: 23px 20px 18px; }
+.list-heading h2 { font-size: 17px; font-weight: 650; }
+.list-heading p { font-size: 12px; color: var(--muted); margin-top: 4px; }
+.session-search-wrap { position: relative; margin-top: 17px; }
+.session-search-wrap svg { position: absolute; top: 12px; left: 11px; width: 15px; height: 15px; color: var(--muted); pointer-events: none; }
+#session-search { width: 100%; height: 38px; padding: 8px 10px 8px 34px; border: 1px solid transparent; border-radius: 7px; background: var(--surface-soft); color: var(--text); font-size: 13px; }
+#session-search::placeholder { color: var(--muted); }
+#session-search:focus { outline: none; border-color: #9ab4ed; background: var(--surface); box-shadow: 0 0 0 3px var(--brand-soft); }
+.session-tabs { display: flex; gap: 22px; padding: 0 20px; border-bottom: 1px solid var(--border); }
+.session-tabs button { position: relative; display: flex; align-items: center; justify-content: center; gap: 7px; min-height: 43px; padding: 7px 0 12px; border: 0; background: transparent; color: var(--secondary); font-size: 13px; }
+.session-tabs button[aria-selected="true"] { color: var(--brand); font-weight: 600; }
+.session-tabs button[aria-selected="true"]::after { position: absolute; content: ""; height: 2px; background: var(--brand); inset: auto 0 -1px; }
+.section-count { display: inline-flex; align-items: center; justify-content: center; min-width: 18px; height: 18px; padding: 0 5px; border-radius: 5px; color: var(--muted); background: var(--surface-soft); font-size: 10px; font-variant-numeric: tabular-nums; }
+[aria-selected="true"] .section-count { background: var(--brand-soft); color: var(--brand); }
+.session-scroll { flex: 1; min-height: 0; overflow-y: auto; padding: 10px; }
+.list-empty { padding: 33px 14px; text-align: center; font-size: 12px; line-height: 1.8; color: var(--muted); }
+.conv-item { display: flex; align-items: center; gap: 11px; width: 100%; padding: 14px 12px; margin-bottom: 4px; border: 1px solid transparent; border-radius: 8px; text-align: left; background: transparent; }
+.conv-item:hover { background: var(--surface-soft); }
+.conv-item.active { background: #edf3ff; border-color: #e3ebfc; }
+.avatar { flex-shrink: 0; display: grid; place-items: center; width: 39px; height: 39px; border-radius: 11px; color: #60728f; background: #eaf0f7; font-size: 14px; font-weight: 600; }
+.active .avatar { color: var(--brand); background: #dce7fe; }
+.conv-item .info { min-width: 0; flex: 1; }
+.conv-title { display: flex; align-items: center; justify-content: space-between; gap: 8px; }
+.conv-item .name { display: block; font-size: 14px; font-weight: 600; color: var(--text); white-space: nowrap; }
+.conv-time { flex-shrink: 0; color: var(--muted); font-size: 10px; font-weight: 400; }
+.conv-item .preview { display: block; margin-top: 5px; overflow: hidden; white-space: nowrap; text-overflow: ellipsis; color: var(--secondary); font-size: 12px; }
+.badge { flex-shrink: 0; padding: 0 5px; border-radius: 5px; background: var(--brand); color: white; font-size: 10px; }
+.queue-item { border: 1px solid var(--border); border-radius: 8px; padding: 14px; margin-bottom: 8px; background: var(--surface); }
+.queue-item .qt { font-size: 13px; font-weight: 600; color: var(--text); }
+.queue-overdue-count, .queue-overdue { display: inline-block; margin-left: 6px; padding: 2px 6px; border-radius: 5px; color: var(--danger); background: #fde1dc; font-size: 11px; font-weight: 600; }
+.queue-wait { display: inline-block; margin-left: 7px; color: var(--secondary); font-size: 11px; font-weight: 400; }
+.queue-item.is-overdue { border-color: #e7a29a; background: #fffaf9; }
+.queue-item small { display: block; color: var(--muted); font-size: 11px; font-weight: 400; margin-top: 5px; }
+.queue-item button { margin-top: 13px; padding: 7px 12px; min-height: 34px; width: 100%; border: 0; border-radius: 6px; background: var(--brand); color: white; font-size: 12px; }
+.list-footer { flex-shrink: 0; display: flex; align-items: center; gap: 7px; padding: 14px 20px; border-top: 1px solid var(--border); color: var(--muted); font-size: 11px; }
+.list-footer-mark { width: 6px; height: 6px; border-radius: 50%; background: #91a2bc; }
+.list-footer > span { display: flex; align-items: center; gap: 7px; }
+#tools-from-list { display: none; }
+.chat-area { min-width: 0; min-height: 0; display: flex; flex-direction: column; background: #f5f7fa; }
+.chat-header { display: flex; flex-shrink: 0; align-items: center; gap: 12px; min-height: 72px; padding: 13px 28px; background: var(--surface); border-bottom: 1px solid var(--border); }
+.participant-avatar { display: grid; place-items: center; flex-shrink: 0; width: 38px; height: 38px; border-radius: 10px; background: #edf2fa; color: #6a7b96; font-size: 14px; }
+.participant-copy { flex: 1; min-width: 0; }
+.participant-copy h2 { overflow: hidden; text-overflow: ellipsis; white-space: nowrap; font-size: 15px; font-weight: 650; }
+.participant-copy p { margin-top: 2px; color: var(--muted); font-size: 11px; }
+.has-active-session .participant-copy p { color: #4b796b; }
+.chat-header-actions { display: flex; align-items: center; gap: 10px; flex-shrink: 0; }
+.tools-toggle, .close { display: inline-flex; align-items: center; justify-content: center; gap: 6px; min-height: 33px; padding: 6px 10px; border: 1px solid var(--border); border-radius: 6px; font-size: 12px; background: var(--surface); color: var(--secondary); white-space: nowrap; }
+.tools-toggle svg { width: 16px; height: 16px; }
+.tools-toggle[aria-expanded="true"], .tools-toggle:hover { border-color: #bacbf2; color: var(--brand); background: var(--brand-soft); }
+.close:hover:enabled { border-color: #ecc5ca; background: var(--danger-soft); color: var(--danger); }
+.close:disabled { cursor: default; opacity: .45; }
+.has-active-session .participant-avatar { color: var(--brand); background: var(--brand-soft); }
+body:not(.has-active-session) .close { display: none; }
+.empty { flex: 1; display: grid; place-items: center; text-align: center; min-height: 0; padding: 30px; }
+.empty-illustration { display: grid; place-items: center; width: 52px; height: 52px; margin: 0 auto 18px; border: 1px solid #e0e6ee; border-radius: 15px; background: var(--surface); color: #879bb9; }
+.empty-illustration svg { width: 26px; height: 26px; }
+.empty h2 { margin-bottom: 8px; font-size: 18px; font-weight: 600; }
+.empty p { font-size: 13px; line-height: 1.9; color: var(--muted); }
+.session-panel { flex: 1; min-height: 0; display: flex; flex-direction: column; overflow: hidden; }
+#chatBox { flex: 1; min-height: 0; overflow-y: auto; padding: 26px clamp(22px, 4vw, 60px); }
+.msg { display: flex; align-items: flex-start; gap: 10px; max-width: 1040px; margin: 0 auto 24px; }
+.msg.agent { flex-direction: row-reverse; }
+.message-avatar { flex-shrink: 0; display: grid; place-items: center; width: 32px; height: 32px; margin-top: 24px; border-radius: 9px; background: #e6ecf4; color: #6e7e97; font-size: 12px; }
+.message-avatar svg { width: 17px; height: 17px; }
+.msg.agent .message-avatar { background: var(--brand); color: white; }
+.message-stack { max-width: min(76%, 720px); min-width: 0; }
+.meta { margin-bottom: 6px; font-size: 11px; line-height: 1.5; color: var(--muted); }
+.msg.agent .meta { text-align: right; }
+.bubble { padding: 12px 16px; border-radius: 3px 10px 10px; border: 1px solid #e4e9f0; background: var(--surface); color: var(--text); font-size: 15px; line-height: 1.8; white-space: pre-wrap; overflow-wrap: anywhere; }
+.msg.agent .bubble { background: #eaf1ff; border-color: #dce6fb; color: #213858; border-radius: 10px 3px 10px 10px; }
+.message-image { display: block; max-width: min(240px, 100%); max-height: 320px; object-fit: contain; border-radius: 6px; }
+.message-file { color: inherit; text-underline-offset: 3px; font-size: 13px; }
+.agent-composer { flex-shrink: 0; padding: 13px 28px 16px; background: var(--surface); border-top: 1px solid var(--border); }
+.composer-heading { display: flex; align-items: center; justify-content: space-between; gap: 12px; margin-bottom: 8px; color: var(--secondary); font-size: 12px; }
+.composer-heading span { color: var(--muted); font-size: 11px; }
+.input-bar { padding: 10px 12px 9px; border: 1px solid #dce3ed; border-radius: 8px; background: var(--surface); }
+.input-bar:focus-within { border-color: #8ba8eb; box-shadow: 0 0 0 2px var(--brand-soft); }
+#replyText { display: block; width: 100%; min-height: 56px; max-height: 180px; padding: 0; border: 0; resize: none; outline: none; background: transparent; color: var(--text); font-size: 14px; line-height: 1.7; }
+#replyText::placeholder { color: #8b98ab; }
+.input-actions { display: flex; align-items: center; justify-content: space-between; gap: 12px; margin-top: 7px; }
+.input-actions > span { color: var(--muted); font-size: 11px; }
+#reply-send { min-width: 78px; min-height: 34px; padding: 6px 20px; border: 0; border-radius: 6px; background: var(--brand); color: white; font-size: 13px; }
+#reply-send:hover:enabled { background: var(--brand-hover); }
+.reply-status { font-size: 12px; line-height: 1.6; color: var(--success); padding-top: 7px; }
+.reply-status.is-error { color: var(--danger); }
+.system-msg { display: block; text-align: center; color: var(--muted); font-size: 12px; }
+.recall-button { border: 0; background: transparent; padding: 0 0 0 10px; color: var(--muted); font-size: 11px; }
+.night-badge { padding: 4px 7px; border-radius: 5px; background: var(--brand-soft); color: var(--secondary); font-size: 11px; }
+.note-input { width: 100%; padding: 9px; margin-bottom: 9px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); resize: vertical; font-size: 13px; }
+.search-dialog { width: min(660px, calc(100vw - 32px)); max-height: calc(100dvh - 60px); padding: 22px; border: 1px solid var(--border); border-radius: 12px; background: var(--surface); color: var(--text); box-shadow: var(--shadow); }
+.search-dialog::backdrop { background: #19263d55; }
+.search-dialog header, .search-dialog form { display: flex; align-items: center; justify-content: space-between; gap: 10px; margin-bottom: 16px; }
+.search-dialog h2 { font-size: 17px; }
+.search-dialog input { flex: 1; min-width: 0; padding: 10px; border: 1px solid var(--border); border-radius: 7px; }
+.search-dialog .quick { width: auto; margin: 0; }
+.search-result { padding: 14px 0; border-bottom: 1px solid var(--border); overflow-wrap: anywhere; }
+.search-result h3 { font-size: 14px; }
+.search-result p { margin: 8px 0; white-space: pre-wrap; font-size: 13px; }
+.search-result small { color: var(--muted); }
+@media (max-width: 720px) { .night-badge { display: none; } .participant-copy { min-width: 55px; } .chat-header-actions { gap: 4px; } }
+.side { display: none; min-height: 0; min-width: 0; overflow-y: auto; background: var(--surface); border-left: 1px solid var(--border); }
+.tools-open .layout { grid-template-columns: 300px minmax(0, 1fr) 310px; }
+.tools-open .side { display: block; }
+.side-heading { position: sticky; top: 0; z-index: 1; display: flex; align-items: center; justify-content: space-between; gap: 12px; padding: 18px; border-bottom: 1px solid var(--border); background: var(--surface); }
+.side-heading h2 { font-size: 15px; font-weight: 600; }
+.side-heading .icon-button { width: 28px; height: 28px; border: 0; font-size: 20px; }
+.card { padding: 20px 18px; border-bottom: 1px solid var(--border); }
+.card:last-child { border-bottom: 0; }
+.card h3 { margin-bottom: 13px; font-size: 13px; font-weight: 600; }
+.card-caption { color: var(--muted); font-size: 11px; margin: -5px 0 12px; }
+.info-row { font-size: 12px; line-height: 1.8; color: var(--secondary); }
+.info-hint { margin-top: 13px; padding: 10px; font-size: 11px; line-height: 1.9; background: var(--surface-soft); color: var(--secondary); border-radius: 6px; }
+.quick { display: block; width: 100%; margin-bottom: 8px; padding: 10px 12px; border: 1px solid var(--border); border-radius: 6px; text-align: left; background: var(--surface); color: var(--secondary); font-size: 12px; }
+.quick:hover:enabled { border-color: #a5bdee; color: var(--brand); background: var(--brand-soft); }
+.quick:disabled { cursor: default; opacity: .5; }
+.ticket-toolbar { display: flex; align-items: center; gap: 8px; margin-bottom: 14px; }
+.ticket-overdue-filter { display: inline-flex; align-items: center; gap: 5px; white-space: nowrap; color: var(--secondary); font-size: 12px; }
+.ticket-overdue-filter input { width: 16px; height: 16px; }
+.ticket-inbox-toggle { display: inline-flex; align-items: center; gap: 6px; min-height: 44px; padding: 7px 10px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--brand-text); white-space: nowrap; }
+#ticket-pending-count { padding: 0 5px; min-width: 22px; border-radius: 5px; background: var(--brand-soft); color: var(--brand-text); font-variant-numeric: tabular-nums; }
+.ticket-overdue-toggle { display: inline-flex; align-items: center; gap: 6px; min-height: 44px; padding: 7px 10px; border: 1px solid #f2c2bb; border-radius: 7px; background: #fff7f5; color: var(--danger); white-space: nowrap; }
+#ticket-overdue-count { padding: 0 5px; min-width: 22px; border-radius: 5px; background: #fde1dc; color: var(--danger); font-variant-numeric: tabular-nums; }
+.ticket-alert { display: flex; align-items: center; justify-content: space-between; flex-wrap: wrap; gap: 8px; padding: 8px 22px; background: var(--brand-soft); color: var(--brand-text); border-bottom: 1px solid var(--border); }
+.ticket-alert .ticket-action { background: var(--surface); color: var(--brand-text); }
+.ticket-section-count { color: var(--brand-text); font-size: 12px; }
+.ticket-summary-status { color: var(--danger); font-size: 12px; margin-bottom: 12px; }
+.ticket-summary-status:empty { display: none; }
+.ticket-timing-rule { color: var(--secondary); font-size: 12px; line-height: 1.6; margin: 0 0 14px; }
+.ticket-toolbar .ticket-overdue-filter { min-height: 44px; }
+.ticket-search-form { margin-bottom: 16px; }
+.ticket-search-form label { display: block; margin-bottom: 8px; }
+#ticket-search { width: 100%; min-height: 44px; padding: 9px 10px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); }
+.ticket-search-actions { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 8px; }
+#tickets-title { scroll-margin-top: 80px; }
+.ticket-toolbar label { color: var(--secondary); }
+.ticket-toolbar select { flex: 1; min-width: 0; min-height: 42px; padding: 6px; border: 1px solid var(--border); border-radius: 7px; color: var(--text); background: var(--surface); font: inherit; }
+.ticket-item { display: block; width: 100%; text-align: left; padding: 12px; margin-bottom: 8px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font-size: 14px; overflow-wrap: anywhere; }
+.ticket-item[aria-pressed="true"] { background: var(--brand-soft); }
+.ticket-summary { display: -webkit-box; -webkit-line-clamp: 2; -webkit-box-orient: vertical; overflow: hidden; margin-bottom: 8px; }
+.ticket-row { display: flex; align-items: center; justify-content: space-between; gap: 8px; flex-wrap: wrap; }
+.ticket-row > span:not(.ticket-state), .ticket-time, .ticket-meta { color: var(--secondary); font-size: 12px; overflow-wrap: anywhere; }
+.ticket-time { display: block; margin-top: 6px; }
+.ticket-state { display: inline-block; padding: 2px 7px; border-radius: 5px; color: var(--secondary); background: var(--surface-soft); font-size: 12px; }
+.ticket-state[data-state="processing"] { color: var(--brand-text); background: var(--brand-soft); }
+.ticket-state[data-state="completed"] { color: var(--success); background: var(--success-soft); }
+.ticket-detail { margin-top: 18px; padding-top: 18px; border-top: 1px solid var(--border); }
+.ticket-detail h4 { font-size: 14px; font-weight: 600; }
+.ticket-meta { margin-top: 8px; }
+.ticket-content { margin: 14px 0; padding: 12px; border-radius: 8px; background: var(--surface-soft); white-space: pre-wrap; overflow-wrap: anywhere; }
+.ticket-owner, .ticket-note-label { display: block; margin-bottom: 10px; }
+.ticket-note-label { margin-top: 16px; font-weight: 500; }
+#ticket-note { display: block; width: 100%; padding: 10px; resize: vertical; min-height: 100px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface); color: var(--text); }
+#ticket-note:read-only { background: var(--surface-soft); }
+.ticket-actions { display: flex; flex-wrap: wrap; gap: 8px; margin-top: 12px; }
+.ticket-action { min-height: 44px; padding: 8px 10px; border: 1px solid var(--border); border-radius: 7px; color: var(--text); background: var(--surface); }
+.ticket-action:hover { background: var(--surface-hover); }
+.ticket-primary { color: #fff; background: var(--brand); border-color: var(--brand); }
+.ticket-primary:hover { background: var(--brand-hover); }
+.ticket-feedback, .ticket-server-note { margin-top: 10px; font-size: 12px; overflow-wrap: anywhere; white-space: pre-wrap; }
+.ticket-feedback { color: var(--success); }
+.ticket-feedback.is-error, .ticket-server-note { color: var(--danger); }
+.ticket-overdue-hint { margin-top: 8px; padding: 8px 10px; border-radius: 6px; color: var(--danger); background: #fff7f5; font-size: 12px; line-height: 1.6; }
+.ticket-overdue-badge { display: inline-block; margin-left: 5px; padding: 2px 6px; border-radius: 5px; color: var(--danger); background: #fde1dc; font-size: 11px; }
+.ticket-history { margin-top: 18px; padding-top: 18px; border-top: 1px solid var(--border); }
+.ticket-history h4 { margin: 0; }
+.ticket-history-list { margin: 10px 0 0; padding: 0; list-style: none; }
+.ticket-history-item { padding: 9px 0; border-bottom: 1px solid var(--border); font-size: 12px; line-height: 1.6; overflow-wrap: anywhere; }
+.ticket-history-item:last-child { border-bottom: 0; }
+.ticket-history-action { color: var(--text); font-weight: 600; }
+.ticket-history-meta { color: var(--secondary); }
+.ticket-history-detail { display: block; margin-top: 3px; white-space: pre-wrap; }
+.ticket-empty { padding: 16px 0; color: var(--secondary); font-size: 13px; }
+@media (max-width: 720px) { #ticket-note, #ticket-search, .ticket-toolbar select { font-size: 16px; } }
+.tools-backdrop, .sessions-back { display: none; }
+@media (max-width: 1200px) {
+    .layout, .tools-open .layout { grid-template-columns: 280px minmax(0, 1fr); }
+    .side { display: block; position: fixed; top: 0; bottom: 0; right: 0; z-index: 51; width: min(330px, 88vw); border-left: 1px solid var(--border); transform: translateX(105%); visibility: hidden; box-shadow: -10px 0 40px #19263d22; transition: transform .2s; }
+    .tools-open .side { transform: translateX(0); visibility: visible; }
+    .tools-open .tools-backdrop { display: block; position: fixed; inset: 0; z-index: 50; border: 0; background: #19263d55; }
+    .chat-header { padding-left: 22px; padding-right: 22px; }
+    .agent-composer { padding-left: 22px; padding-right: 22px; }
+}
+@media (max-width: 900px) and (min-width: 721px) {
+    .layout, .tools-open .layout { grid-template-columns: 248px minmax(0, 1fr); }
+    .list-heading { padding-left: 16px; padding-right: 16px; }
+    .session-tabs { padding-left: 16px; padding-right: 16px; gap: 17px; }
+    .tools-toggle span { display: none; }
+    #chatBox { padding-left: 18px; padding-right: 18px; }
+}
+@media (max-width: 720px) {
+    .topbar { height: auto; min-height: 52px; padding: 8px 16px; flex-wrap: wrap; gap: 4px 12px; }
+    .app-identity h1, .nav-divider { display: none; }
+    .topbar .brand-name { font-size: 14px; }
+    .topbar-actions { gap: 8px; flex-wrap: wrap; justify-content: flex-end; margin-left: auto; }
+    .data-overview summary { font-size: 11px; padding: 5px 8px; }
+    .stats { width: min(310px, calc(100vw - 32px)); }
+    .layout, .tools-open .layout { display: flex; flex-direction: column; }
+    .conv-list { flex: 1; min-height: 0; border-right: 0; }
+    .list-footer { justify-content: space-between; }
+    #tools-from-list { display: inline-block; padding: 5px 8px; border: 1px solid var(--border); border-radius: 6px; background: var(--surface); color: var(--secondary); font-size: 11px; }
+    .list-heading { padding: 20px 18px 15px; }
+    .session-tabs { padding-left: 18px; }
+    .list-heading h2 { font-size: 18px; }
+    .conv-item { padding-top: 16px; padding-bottom: 16px; }
+    .chat-area { display: none; flex: 1; min-height: 0; }
+    .chat-view .conv-list { display: none; }
+    .chat-view .chat-area { display: flex; }
+    .sessions-back { display: grid; place-items: center; flex-shrink: 0; width: 30px; height: 34px; padding: 0; border: 0; border-radius: 6px; background: transparent; color: var(--secondary); font-size: 28px; line-height: 1; }
+    .participant-avatar { display: none; }
+    .chat-header { min-height: 65px; padding: 11px 13px 11px 9px; gap: 8px; }
+    .participant-copy h2 { font-size: 14px; }
+    .participant-copy p { font-size: 10px; }
+    .chat-header-actions { gap: 7px; }
+    .tools-toggle { width: 33px; padding: 6px; }
+    .tools-toggle span { display: none; }
+    .close { padding: 6px 8px; font-size: 11px; }
+    #chatBox { padding: 21px 14px; }
+    .msg { gap: 7px; margin-bottom: 20px; }
+    .message-avatar { width: 27px; height: 27px; border-radius: 8px; }
+    .message-stack { max-width: calc(100% - 40px); }
+    .bubble { padding: 10px 12px; font-size: 15px; }
+    .agent-composer { padding: 11px 13px calc(11px + env(safe-area-inset-bottom)); }
+    .composer-heading { margin-bottom: 6px; font-size: 11px; }
+    .composer-heading span { font-size: 10px; }
+    #replyText { font-size: 16px; min-height: 54px; }
+    .input-actions > span { font-size: 10px; max-width: 210px; }
+    #reply-send { min-width: 66px; min-height: 38px; padding: 7px 14px; font-size: 12px; }
+    .reply-status { font-size: 11px; }
+}
+@media (max-width: 420px) {
+    .workspace-link:not(.orders-link) { display: none; }
+    .orders-link { display: block; font-size: 11px; }
+    .input-actions > span { max-width: 185px; }
+}

static/css/admin_login.css

@@ -0,0 +1,57 @@
+/* Split welcome and sign-in card, with a compact mobile fallback. */
+.auth-page { min-height: 100dvh; display: flex; align-items: center; justify-content: center; padding: 36px; background: #edf2f8; }
+.auth-shell { width: min(1050px, 100%); min-height: 620px; display: grid; grid-template-columns: 1.08fr 1fr; overflow: hidden; border: 1px solid #dde5ef; border-radius: 19px; box-shadow: 0 24px 75px rgba(31, 53, 87, .1); background: white; }
+.auth-story { position: relative; display: flex; flex-direction: column; padding: 38px 40px; background: #17345e; color: white; overflow: hidden; }
+.auth-story::before { content: ""; position: absolute; inset: 0; background-image: linear-gradient(rgba(255,255,255,.035) 1px, transparent 1px), linear-gradient(90deg, rgba(255,255,255,.035) 1px, transparent 1px); background-size: 40px 40px; pointer-events: none; }
+.auth-story > * { position: relative; }
+.auth-story .brand { color: white; }
+.auth-story .brand-mark { background: #315c9c; }
+.auth-story .brand-caption { color: #a9bedb; }
+.story-copy { margin-top: 65px; }
+.story-copy .eyebrow { color: #a7c3eb; font-size: 11px; }
+.story-copy h1 { font-size: 30px; font-weight: 550; line-height: 1.55; letter-spacing: -.03em; margin: 15px 0 14px; }
+.story-copy > p { color: #b9cbe3; font-size: 13px; line-height: 1.95; max-width: 340px; }
+.service-points { display: grid; gap: 17px; margin-top: 34px; }
+.service-point { display: flex; align-items: flex-start; gap: 12px; }
+.service-point > span { width: 29px; height: 29px; border: 1px solid #49658b; color: #c8d9f0; border-radius: 8px; display: grid; place-items: center; font-size: 13px; }
+.service-point strong { display: block; color: #eaf2ff; font-size: 12px; font-weight: 550; }
+.service-point p { color: #aebfd8; font-size: 11px; margin-top: 2px; }
+.route-line { display: flex; align-items: center; gap: 12px; margin-top: auto; padding-top: 40px; font-size: 11px; color: #afc6e5; }
+.route-line i { height: 1px; flex: 1; background: #506e97; position: relative; }
+.route-line i::after { content: ""; position: absolute; right: 0; top: -2px; border-radius: 50%; width: 5px; height: 5px; background: #96b6e2; }
+.auth-content { display: flex; flex-direction: column; justify-content: center; padding: 48px 50px 28px; }
+.box { width: 100%; max-width: 330px; margin: auto; }
+.box .eyebrow { margin-bottom: 10px; }
+.box h2 { color: var(--text); font-size: 27px; font-weight: 650; letter-spacing: -.03em; }
+.login-description { font-size: 12px; color: var(--muted); margin: 9px 0 30px; line-height: 1.8; }
+.field-label { display: block; color: var(--secondary); font-size: 12px; font-weight: 550; margin: 18px 0 8px; }
+.field-wrap { position: relative; }
+.field-wrap svg { position: absolute; left: 13px; top: 14px; width: 17px; height: 17px; color: var(--muted); pointer-events: none; }
+.box input { width: 100%; height: 45px; border: 1px solid var(--border); border-radius: 8px; color: var(--text); background: white; padding: 10px 13px 10px 40px; outline: none; font-size: 13px; }
+.box input:focus { border-color: #8ba7e8; box-shadow: 0 0 0 3px var(--brand-soft); }
+.box input::placeholder { color: var(--muted); }
+.box input[aria-invalid="true"] { border-color: #df8d98; }
+#loginButton { display: block; width: 100%; height: 44px; border: 0; border-radius: 8px; background: var(--brand); color: white; font-size: 13px; font-weight: 600; margin-top: 24px; box-shadow: 0 4px 12px rgba(49,95,213,.16); }
+#loginButton:hover { background: var(--brand-hover); }
+.err { color: var(--danger); background: var(--danger-soft); border-radius: 7px; font-size: 12px; line-height: 1.7; padding: 9px 11px; margin-top: 14px; }
+.login-back { display: block; text-align: center; font-size: 12px; color: var(--muted); text-decoration: none; margin-top: 20px; }
+.login-back:hover { color: var(--brand-text); }
+.auth-footer { color: var(--muted); text-align: center; font-size: 10px; margin-top: 30px; }
+.mobile-brand { display: none; }
+@media (max-width: 900px) {
+    .auth-page { padding: 24px; }
+    .auth-shell { min-height: 590px; grid-template-columns: 1fr 1fr; }
+    .auth-story { padding: 30px; }
+    .story-copy h1 { font-size: 27px; }
+    .story-copy { margin-top: 50px; }
+    .auth-content { padding: 38px 30px 25px; }
+}
+@media (max-width: 650px) {
+    .auth-page { padding: 20px; }
+    .auth-shell { display: block; max-width: 430px; min-height: 0; border-radius: 14px; }
+    .auth-story { display: none; }
+    .auth-content { padding: 30px 28px 22px; }
+    .mobile-brand { display: flex; margin-bottom: 38px; }
+    .box h2 { font-size: 25px; }
+    .auth-footer { margin-top: 35px; }
+}

static/css/admin_orders.css

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

static/css/chat.css

@@ -0,0 +1,357 @@
+/* Customer workspace: navigation, welcome, conversation and composer. */
+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);
+    border-radius: 16px; background: var(--surface); box-shadow: var(--shadow);
+}
+.left-panel {
+    width: 248px; min-width: 0; flex-shrink: 0; display: flex; flex-direction: column;
+    padding: 28px 18px 18px; background: var(--surface-soft); border-right: 1px solid var(--border);
+    transition: width .2s, padding .2s, transform .2s; overflow: hidden;
+}
+.left-panel .brand { margin: 0 7px 30px; white-space: nowrap; }
+.new-chat-btn {
+    min-height: 43px; width: 100%; padding: 10px; border: 0; border-radius: 9px;
+    color: white; background: var(--brand); font-weight: 600; white-space: nowrap;
+    box-shadow: 0 3px 8px rgba(49, 95, 213, .13);
+}
+.new-chat-btn::before { content: "+"; font-size: 20px; font-weight: 400; margin-right: 9px; line-height: 1; }
+.new-chat-btn:hover { background: var(--brand-hover); }
+.panel-title { color: var(--secondary); font-size: 12px; font-weight: 600; margin: 29px 9px 10px; letter-spacing: .05em; }
+.history-search-wrap { position: relative; margin-bottom: 13px; }
+.history-search-wrap svg { position: absolute; left: 12px; top: 12px; width: 15px; height: 15px; color: var(--muted); pointer-events: none; }
+.history-search {
+    width: 100%; height: 38px; padding: 8px 10px 8px 35px; border: 1px solid var(--border);
+    border-radius: 8px; color: var(--text); background: var(--surface); font-size: 12px;
+}
+.history-search::placeholder { color: var(--muted); }
+.history-search:focus { border-color: var(--brand); outline: none; box-shadow: 0 0 0 3px var(--brand-soft); }
+.history-wrap { flex: 1; min-height: 0; overflow-y: auto; margin: 0 -5px; padding: 0 3px; }
+.history-empty { color: var(--muted); font-size: 12px; text-align: center; padding: 34px 5px; }
+.history-empty::before { content: "◌"; display: block; font-size: 26px; color: var(--secondary); margin-bottom: 7px; }
+.history-item { display: flex; align-items: center; gap: 3px; padding: 11px 9px; margin-bottom: 4px; border-radius: 9px; border: 1px solid transparent; cursor: pointer; }
+.history-item:hover { background: var(--surface); border-color: var(--border); }
+.history-item.active { background: var(--brand-soft); border-color: var(--border); }
+.history-text-wrap { flex: 1; min-width: 0; }
+.history-title { color: var(--text); font-size: 13px; overflow: hidden; white-space: nowrap; text-overflow: ellipsis; }
+.history-time { color: var(--muted); font-size: 10px; margin-top: 4px; }
+.del-history-btn { flex-shrink: 0; width: 23px; height: 25px; padding: 0; border: 0; background: transparent; color: var(--muted); border-radius: 5px; font-size: 13px; opacity: 0; }
+.history-item:hover .del-history-btn, .history-item:focus-within .del-history-btn { opacity: 1; }
+.del-history-btn:hover { background: var(--surface-hover); color: var(--danger); }
+.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); }
+.customer-account { display: block; width: 100%; min-height: 44px; margin-bottom: 8px; padding: 8px 10px; border: 1px solid var(--border); border-radius: 8px; color: var(--brand-text); background: var(--surface); text-align: left; font-size: 14px; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
+.mobile-account { display: none; }
+.customer-orders { flex: 0 1 auto; min-height: 0; max-height: 48%; display: flex; flex-direction: column; border-bottom: 1px solid var(--border); background: var(--surface); }
+.customer-orders-heading { display: flex; align-items: center; gap: 12px; padding: 4px 26px; flex-shrink: 0; background: var(--surface-soft); }
+.customer-orders button { min-height: 44px; color: var(--brand-text); font-size: 14px; background: transparent; border: 1px solid transparent; border-radius: 8px; padding: 8px 12px; }
+.customer-orders button:hover { background: var(--brand-soft); }
+.customer-orders button:focus-visible { outline: 2px solid var(--brand); outline-offset: -2px; }
+#customer-orders-toggle { flex: 1; text-align: left; font-weight: 600; padding-left: 0; }
+#customer-orders-toggle::after { content: '⌄'; margin-left: 10px; display: inline-block; }
+#customer-orders-toggle[aria-expanded="true"]::after { transform: rotate(180deg); }
+.customer-orders-body { min-height: 0; overflow: auto; padding: 8px 26px 12px; overscroll-behavior: contain; }
+.customer-orders-list { display: flex; flex-direction: column; }
+.customer-orders-summary { display: grid; grid-template-columns: repeat(6,minmax(0,1fr)); gap: 6px; padding: 4px 0 10px; }
+.customer-orders .customer-order-filter { display: flex; align-items: center; justify-content: center; gap: 8px; padding: 8px 6px; color: var(--secondary); border-color: var(--border); }
+.customer-order-filter strong { color: var(--text); font-size: 16px; font-weight: 600; font-variant-numeric: tabular-nums; }
+.customer-orders .customer-order-filter[aria-pressed="true"] { color: var(--brand-text); background: var(--brand-soft); border-color: var(--brand); }
+.customer-order-filter[aria-pressed="true"] strong { color: var(--brand-text); }
+.customer-orders-progress { margin: 10px 4px 0; color: var(--secondary); text-align: center; font-size: 13px; }
+@media (max-width: 1100px) { .customer-orders-summary { grid-template-columns: repeat(3,minmax(0,1fr)); } }
+.customer-orders .customer-order-row { display: grid; grid-template-columns: minmax(130px,1.2fr) minmax(60px,1fr) auto auto; gap: 16px; align-items: center; text-align: left; width: 100%; border-bottom: 1px solid var(--border); border-radius: 0; padding: 12px 6px; color: var(--text); }
+.customer-order-identity { min-width: 0; display: flex; flex-direction: column; gap: 4px; }
+.customer-order-identity strong { overflow-wrap: anywhere; font-size: 15px; font-weight: 600; }
+.customer-order-label, .customer-order-route { color: var(--secondary); font-size: 13px; overflow-wrap: anywhere; }
+.customer-order-status { background: var(--brand-soft); color: var(--brand-text); padding: 5px 8px; border-radius: 5px; font-size: 13px; }
+.customer-order-action { color: var(--brand-text); font-size: 13px; }
+#customer-orders-message { padding: 12px 4px; color: var(--secondary); font-size: 14px; }
+#customer-orders-back { margin-bottom: 8px; }
+#customer-orders-detail { max-width: 760px; margin: 0 auto; }
+#customer-orders-more, #customer-orders-retry { display: block; margin: 8px auto 0; border-color: var(--border); }
+@media (max-width: 900px) {
+    .customer-orders { max-height: 44%; }
+    .customer-orders-heading { padding: 2px 16px; }
+    .customer-orders-body { padding: 4px 16px 12px; }
+    .customer-orders .customer-order-row { grid-template-columns: minmax(0,1fr) auto; gap: 7px 12px; }
+    .customer-order-identity { grid-column: 1; grid-row: 1; }
+    .customer-order-status { grid-column: 2; grid-row: 1; }
+    .customer-order-route { grid-column: 1; grid-row: 2; }
+    .customer-order-action { grid-column: 2; grid-row: 2; text-align: right; }
+    .is-composing .customer-orders-body { display: none; }
+}
+.customer-login-cta { display: block; margin-top: 12px; min-height: 40px; padding: 8px 18px; border: 0; border-radius: 8px; background: var(--brand); color: white; font-size: 14px; }
+.customer-login-overlay { position: fixed; inset: 0; z-index: 100; display: grid; place-items: center; padding: 20px; background: rgba(18,33,56,.35); overflow-y: auto; }
+.customer-login-dialog { width: min(380px,100%); max-height: 100%; overflow-y: auto; padding: 24px; border: 1px solid var(--border); border-radius: 14px; background: var(--surface); box-shadow: var(--shadow); }
+.customer-login-dialog h2 { margin: 0 0 20px; font-size: 20px; }
+.customer-login-dialog label { display: block; margin: 14px 0 6px; font-size: 14px; }
+.customer-login-dialog input { width: 100%; min-height: 44px; padding: 9px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font-size: 16px; }
+.customer-login-dialog input:focus { outline: 2px solid var(--brand-soft); border-color: var(--brand); }
+#customer-error { margin-top: 12px; color: var(--danger); font-size: 14px; }
+.customer-login-actions { display: flex; gap: 10px; justify-content: flex-end; margin-top: 22px; }
+.customer-login-actions button { min-height: 44px; min-width: 76px; padding: 8px 16px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); }
+#customer-submit { border-color: var(--brand); background: var(--brand); color: white; }
+.left-panel-hide { width: 0 !important; padding-left: 0 !important; padding-right: 0 !important; visibility: hidden; border: 0; }
+.main-chat { flex: 1; min-width: 0; min-height: 0; display: flex; flex-direction: column; position: relative; overflow: hidden; }
+.chat-title { flex-shrink: 0; min-height: 75px; padding: 16px 26px; display: flex; align-items: center; gap: 13px; border-bottom: 1px solid var(--border); background: var(--surface); z-index: 31; }
+.header-copy { min-width: 0; flex: 1; }
+.header-kicker { font-size: 10px; color: var(--muted); letter-spacing: .06em; margin-bottom: 3px; }
+#app-title { display: block; color: var(--text); font-weight: 650; font-size: 15px; white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
+.toggle-divider { width: 44px; height: 44px; padding: 0; flex-shrink: 0; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); font-size: 0; }
+.toggle-divider::before { content: "☰"; font-size: 16px; }
+.toggle-divider:hover { background: var(--surface-soft); color: var(--brand-text); }
+.title-actions { display: flex; gap: 7px; align-items: center; flex-shrink: 0; }
+.settings-control { position: relative; }
+.settings-toggle { display: none; }
+.settings-panel { display: flex; align-items: center; gap: 7px; }
+.settings-row { display: contents; }
+.settings-row > span { display: none; }
+.theme-toggle { height: 44px; min-width: 44px; padding: 0 10px; border: 1px solid var(--border); border-radius: 8px; color: var(--secondary); background: var(--surface); font-size: 14px; }
+.theme-toggle:hover { border-color: var(--brand); color: var(--brand-text); background: var(--brand-soft); }
+.service-label { display: flex; gap: 7px; align-items: center; color: var(--secondary); font-size: 11px; margin-right: 8px; }
+#chatDom { flex: 1; min-height: 0; overflow: auto; overflow-x: hidden; padding: 30px 38px 20px; }
+.ai-welcome-card, .hot-questions, .recent-chat { max-width: 760px; margin-left: auto; margin-right: auto; }
+.ai-welcome-card { padding-top: 22px; }
+.ai-welcome-top { display: flex; flex-direction: column; align-items: center; text-align: center; }
+.ai-avatar { display: grid; place-items: center; width: 52px; height: 52px; border-radius: 15px; color: var(--brand-text); background: var(--brand-soft); margin-bottom: 18px; }
+.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); }
+.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); }
+.suggest-icon { display: grid; place-items: center; width: 38px; height: 38px; border-radius: 10px; color: var(--brand-text); background: var(--brand-soft); flex-shrink: 0; }
+.suggest-icon svg { width: 19px; height: 19px; }
+.suggest-copy { min-width: 0; }
+.suggest-copy strong { display: block; font-size: 14px; font-weight: 600; }
+.suggest-arrow { margin-left: auto; color: var(--muted); font-size: 17px; }
+.hot-questions { margin-top: 24px; }
+.hot-questions h4, .recent-chat h4 { color: var(--secondary); font-size: 12px; font-weight: 600; margin-bottom: 10px; }
+.hot-capsule-wrap { display: flex; flex-wrap: wrap; gap: 7px; }
+.hot-capsule { display: inline-flex; align-items: center; min-height: 40px; border: 1px solid var(--border); background: var(--surface); border-radius: 7px; padding: 8px 12px; color: var(--secondary); font-size: 13px; cursor: pointer; }
+.hot-capsule:hover { color: var(--brand-text); background: var(--brand-soft); border-color: #a8bfef; }
+.recent-chat { margin-top: 24px; }
+#recentChatWrap { display: grid; grid-template-columns: 1fr 1fr; gap: 8px 18px; }
+.recent-item { display: flex; min-width: 0; align-items: center; justify-content: space-between; gap: 12px; border-bottom: 1px solid var(--border); padding: 9px 0; font-size: 11px; color: var(--secondary); cursor: pointer; }
+.recent-item > span:first-child { white-space: nowrap; overflow: hidden; text-overflow: ellipsis; }
+.recent-item:hover { color: var(--brand-text); }
+.recent-date { white-space: nowrap; color: var(--muted); font-size: 10px; }
+.composer { flex-shrink: 0; align-self: center; width: min(820px, calc(100% - 76px)); padding: 12px 0 15px; background: var(--surface); }
+.composer-toolbar { display: flex; gap: 8px; align-items: center; justify-content: flex-end; margin-bottom: 10px; }
+.composer-toolbar .hot-bar { flex: 1; min-width: 0; margin-bottom: 0; }
+/* Welcome cards already offer these actions; keep shortcuts available in conversations. */
+.main-chat:has(.ai-welcome-card) .hot-bar { display: none; }
+@media (min-width: 901px) {
+    .main-chat:has(.ai-welcome-card) .composer-toolbar { display: none; }
+}
+.voice-toggle, .voice-hold { display: none; }
+.voice-panel { position: absolute; z-index: 35; left: 50%; bottom: calc(var(--composer-height, 150px) + 14px); transform: translateX(-50%); width: min(330px, calc(100% - 32px)); padding: 20px; border: 1px solid var(--border); border-radius: 14px; background: var(--surface); color: var(--brand-text); box-shadow: var(--shadow); text-align: center; pointer-events: none; }
+.voice-panel p { margin: 9px 0; font-size: 13px; }
+.voice-panel.is-cancelling { color: var(--danger); border-color: var(--danger); }
+.voice-wave { display: block; font-size: 26px; letter-spacing: 7px; }
+#voice-clock { font-size: 12px; color: var(--muted); }
+.hot-bar { display: flex; flex-wrap: wrap; align-items: center; gap: 7px; margin-bottom: 10px; }
+.human-session { display: flex; align-items: center; justify-content: space-between; gap: 12px; padding: 10px 12px; margin-bottom: 10px; border: 1px solid var(--border); border-radius: 8px; background: var(--brand-soft); color: var(--secondary); font-size: 12px; }
+.human-session button { flex-shrink: 0; padding: 6px 9px; border: 1px solid var(--border); border-radius: 6px; background: var(--surface); color: var(--brand-text); font-size: 12px; }
+.hot-bar .hot-capsule { border: 0; padding: 8px 12px; background: var(--surface-soft); font-size: 13px; }
+.input-area { display: flex; align-items: flex-end; gap: 10px; border: 1px solid var(--border); border-radius: 12px; padding: 9px; background: var(--surface); box-shadow: 0 3px 15px rgba(28, 47, 80, .035); }
+.input-area:focus-within { border-color: #7f9fe8; box-shadow: 0 0 0 3px var(--brand-soft); }
+#upload-btn { flex: 0 0 36px; height: 38px; padding: 0; border: 0; border-radius: 7px; background: var(--surface-soft); color: var(--secondary); font-size: 18px; }
+#upload-btn:hover { color: var(--brand-text); }
+.service-rating { margin: 12px auto; padding: 16px; border: 1px solid var(--border); border-radius: 10px; background: var(--surface-soft); text-align: center; color: var(--secondary); font-size: 13px; }
+.rating-choices { display: flex; justify-content: center; gap: 4px; margin-top: 6px; }
+.rating-choices button { padding: 3px 8px; background: transparent; border: 0; color: var(--muted); font-size: 28px; }
+.rating-choices button.selected, .rating-choices button:focus-visible { color: #bd8610; }
+.human-system-message { margin: 8px 0; text-align: center; color: var(--muted); font-size: 12px; }
+#input-text { flex: 1; min-width: 0; min-height: 38px; max-height: 170px; padding: 9px 1px; border: 0; background: transparent; color: var(--text); font-size: 1em; line-height: 1.6; resize: none; outline: none; }
+#input-text::placeholder { color: var(--muted); }
+#input-text:placeholder-shown { white-space: nowrap; overflow: hidden; }
+#send-button { min-width: 66px; height: 38px; flex-shrink: 0; padding: 0 15px; border: 0; border-radius: 8px; background: var(--brand); color: white; font-size: 12px; font-weight: 600; }
+#send-button:hover { background: var(--brand-hover); }
+#send-button.stop { background: var(--danger); }
+.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; }
+.author-mark { width: 26px; height: 26px; display: grid; place-items: center; color: var(--brand-text); background: var(--brand-soft); border-radius: 8px; }
+.author-mark svg { width: 16px; height: 16px; }
+.user-message, .robot-message { max-width: 88%; border-radius: 12px; padding: 14px 17px; font-size: 1em; line-height: 1.8; overflow-wrap: anywhere; min-width: 0; }
+.user-message { background: var(--brand); color: white; border-top-right-radius: 4px; white-space: pre-wrap; }
+.robot-message { background: var(--surface-soft); border: 1px solid var(--border); color: var(--text); border-top-left-radius: 4px; }
+.msg-time { color: var(--muted); font-size: 10px; padding: 0 3px; }
+.robot-message p { margin: 4px 0; }
+.robot-message ul, .robot-message ol { margin: 7px 0 7px 20px; padding: 0; }
+.robot-message li { margin: 5px 0; }
+.robot-message code { background: var(--surface-hover); color: var(--brand-text); padding: 2px 5px; border-radius: 4px; font-size: .93em; }
+.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; }
+.hint-bubble, .stopped-hint { color: var(--muted); font-size: 11px; }
+.followup-list { display: grid; gap: 6px; margin-top: 13px; }
+.followup-item { cursor: pointer; border: 1px solid var(--border); border-radius: 7px; padding: 6px 10px; color: var(--brand-text); font-size: 11px; background: var(--surface); }
+.followup-item:hover { border-color: var(--brand); }
+.robot-message.track-card { width: min(560px, 100%); max-width: 100%; background: var(--surface); padding: 16px 20px; }
+.track-head { display: flex; align-items: center; justify-content: space-between; gap: 16px; border-bottom: 1px solid var(--border); padding-bottom: 12px; margin-bottom: 14px; }
+.track-no { font-weight: 650; font-size: 17px; letter-spacing: .02em; }
+.track-no span { display: block; font-size: 10px; letter-spacing: 0; font-weight: 400; color: var(--muted); margin-bottom: 3px; }
+.track-status { padding: 4px 10px; color: var(--success); background: var(--success-soft); border-radius: 6px; font-size: 12px; white-space: nowrap; }
+.track-node { position: relative; padding: 0 0 12px 22px; font-size: 13px; color: var(--secondary); }
+.track-node::before { content: ""; position: absolute; top: 12px; bottom: 0; left: 3px; width: 1px; background: var(--border); }
+.track-node:last-child { padding-bottom: 0; }
+.track-node:last-child::before { display: none; }
+.track-dot { position: absolute; left: 0; top: 7px; width: 7px; height: 7px; border: 2px solid var(--muted); border-radius: 50%; background: var(--surface); }
+.track-node.active .track-dot { border-color: var(--brand); background: var(--brand); box-shadow: 0 0 0 4px var(--brand-soft); }
+.track-node.active .track-text { color: var(--text); font-weight: 600; }
+.track-text { display: grid; grid-template-columns: 126px 1fr; column-gap: 12px; line-height: 1.7; }
+.track-event { font-size: 13px; font-weight: 500; }
+.active .track-event { font-weight: 650; }
+.track-time { color: var(--muted); font-size: 11px; font-weight: 400; padding-top: 2px; }
+.track-place { grid-column: 2; color: var(--muted); font-size: 11px; font-weight: 400; margin-top: 2px; }
+.track-expand { width: 100%; margin-top: 3px; padding: 7px 10px; border: 0; border-radius: 7px; background: var(--surface-soft); color: var(--brand-text); font-size: 12px; }
+.track-expand:hover { background: var(--brand-soft); }
+.track-card .msg-actions { margin-top: 8px; padding-top: 8px; }
+.order-data-fields { display: grid; grid-template-columns: minmax(90px, auto) minmax(0, 1fr); gap: 7px 16px; margin: 14px 0; font-size: 13px; }
+.order-data-fields dt { color: var(--muted); }
+.order-data-fields dd { margin: 0; overflow-wrap: anywhere; }
+.order-details-toggle { display: none; }
+.order-history-empty { color: var(--muted); font-size: 11px; margin: 10px 0; }
+.order-history-title { margin: 18px 0 10px; font-size: 13px; font-weight: 600; }
+.order-tracking-status { margin: 0 0 12px; color: var(--brand-text); font-size: 13px; }
+.to-bottom { display: none; position: absolute; right: 24px; bottom: calc(var(--composer-height, 150px) + 12px); z-index: 4; width: 38px; height: 38px; border-radius: 50%; border: 1px solid var(--border); background: var(--surface); color: var(--secondary); box-shadow: var(--shadow); }
+.to-bottom.show { display: block; }
+.to-bottom:hover { color: var(--brand-text); border-color: var(--brand); }
+.typing::after { content: " ···"; color: var(--brand-text); }
+.sidebar-backdrop { display: none; }
+.attachment-preview { display: flex; align-items: center; gap: 12px; padding: 10px 12px; margin-bottom: 9px; border: 1px solid var(--border); border-radius: 10px; background: var(--surface-soft); color: var(--text); }
+.attachment-preview img { height: 42px; width: 42px; object-fit: cover; border: 1px solid var(--border); border-radius: 7px; }
+.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-remove { flex-shrink: 0; width: 32px; height: 32px; padding: 0; border: 0; border-radius: 7px; color: var(--secondary); background: transparent; font-size: 21px; }
+.attachment-remove:hover { color: var(--danger); background: var(--danger-soft); }
+.composer-status { font-size: 12px; color: var(--secondary); padding: 7px 3px 0; }
+.composer-status.is-error { color: var(--danger); }
+.message-image { display: block; max-width: min(240px, 100%); max-height: 320px; object-fit: contain; border-radius: 8px; }
+.message-image, .image-preview-trigger { cursor: zoom-in; }
+.image-preview-trigger { flex-shrink: 0; padding: 0; border: 0; border-radius: 7px; background: transparent; }
+.attachment-drop-hint { position: absolute; inset: 12px; z-index: 40; display: grid; place-items: center; padding: 24px; border: 2px dashed var(--brand); border-radius: 14px; background: var(--brand-soft); color: var(--brand-text); font-size: 20px; font-weight: 600; text-align: center; pointer-events: none; }
+.image-viewer { width: min(1200px, calc(100% - 32px)); height: calc(100dvh - 32px); max-width: none; max-height: none; margin: auto; padding: 16px; overflow: hidden; border: 1px solid var(--border); border-radius: 14px; color: var(--text); background: var(--surface); }
+.image-viewer[open] { display: flex; flex-direction: column; gap: 12px; }
+.image-viewer::backdrop { background: rgba(10, 20, 35, .78); }
+.image-viewer-header { display: flex; flex-wrap: wrap; align-items: center; justify-content: space-between; gap: 12px; }
+.image-viewer-header h2 { font-size: 18px; }
+.image-viewer-controls { display: flex; flex-wrap: wrap; gap: 8px; }
+.image-viewer-controls button { min-width: 64px; min-height: 44px; padding: 8px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--text); }
+.image-viewer-controls button:hover { border-color: var(--brand); color: var(--brand-text); }
+.image-viewer-stage { display: flex; flex: 1; align-items: flex-start; min-height: 0; overflow: auto; padding: 16px; background: var(--page); border-radius: 8px; }
+.image-viewer-stage img { display: block; flex-shrink: 0; margin: auto; object-fit: contain; }
+.image-viewer-status { margin: auto; color: var(--secondary); font-size: 16px; }
+.message-file { display: block; max-width: 100%; overflow-wrap: anywhere; color: inherit; padding: 6px 0; font-size: 13px; text-underline-offset: 3px; }
+@media (min-width: 901px) and (max-height: 780px) {
+    #chatDom { padding-top: 22px; }
+    .ai-welcome-card { padding-top: 0; }
+    .ai-avatar { width: 42px; height: 42px; margin-bottom: 12px; }
+    .welcome-eyebrow { margin-bottom: 6px; }
+    .suggest-grid { margin-top: 20px; gap: 10px; }
+    .suggest-item { min-height: 72px; padding: 13px 16px; }
+    .hot-questions { margin-top: 18px; }
+}
+@media (min-width: 1500px) { #chatDom { padding-top: 48px; } .ai-welcome-card { padding-top: 35px; } }
+@media (max-width: 1100px) {
+    body { padding: 12px; }
+    .left-panel { width: 220px; padding-left: 14px; padding-right: 14px; }
+    #chatDom { padding: 22px 25px; }
+    .composer { width: calc(100% - 50px); }
+    .service-label { display: none; }
+    .suggest-item { padding: 13px; gap: 10px; }
+}
+@media (max-width: 900px) {
+    body { padding: 0; position: fixed; inset: 0; width: 100%; overscroll-behavior: none; }
+    .chat-container { --chat-header-height: 120px; position: fixed; left: 0; right: 0; top: 0; margin: 0; width: 100%; border: 0; border-radius: 0; height: 100vh; height: 100dvh; padding: env(safe-area-inset-top) env(safe-area-inset-right) 0 env(safe-area-inset-left); }
+    .left-panel { position: absolute; left: 0; top: calc(var(--chat-header-height) + env(safe-area-inset-top)); bottom: 0; width: 270px; max-width: 85vw; z-index: 30; box-shadow: 15px 0 40px rgba(20, 35, 60, .12); }
+    .left-panel .brand { display: none; }
+    .side-closed .left-panel { transform: translateX(-105%); visibility: hidden; pointer-events: none; }
+    .chat-container:not(.side-closed) .sidebar-backdrop { display: block; position: absolute; inset: 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: var(--chat-header-height); height: var(--chat-header-height); display: grid; grid-template-columns: 44px minmax(0, 1fr); grid-template-rows: 44px 44px; padding: 12px 18px; gap: 8px 12px; }
+    .header-kicker { font-size: 12px; }
+    #app-title { font-size: 16px; }
+    .title-actions { grid-column: 1 / -1; min-width: 0; gap: 8px; }
+    .mobile-account { display: block; flex: 1; min-width: 0; width: auto; margin: 0; background: var(--brand-soft); border-color: var(--brand); font-weight: 600; }
+    .sidebar-footer .customer-account { display: none; }
+    .new-chat-btn, .clear-all-btn { min-height: 44px; }
+    .panel-title, .history-empty, .clear-all-btn { font-size: 14px; }
+    .history-title { font-size: 15px; }
+    .history-time { font-size: 12px; }
+    #chatDom { padding: 24px 20px 15px; overscroll-behavior-y: contain; }
+    .ai-welcome-card { padding-top: 20px; }
+    .composer { width: calc(100% - 40px); padding-bottom: calc(10px + env(safe-area-inset-bottom)); }
+    .is-composing .composer { padding-top: 6px; padding-bottom: 6px; }
+    .is-composing .composer-toolbar { display: none; }
+    #input-text, .history-search { font-size: max(16px, 1em); }
+    .history-search { height: 44px; }
+    .history-search-wrap svg { top: 14px; }
+    .composer-toolbar { margin-bottom: 8px; }
+    .hot-bar { display: grid; grid-template-columns: repeat(2, minmax(0, 1fr)); gap: 8px; }
+    .hot-bar .hot-capsule { min-height: 44px; display: inline-flex; align-items: center; justify-content: center; font-size: 13px; }
+    .hot-questions h4, .recent-chat h4 { font-size: 14px; }
+    .hot-questions .hot-capsule { min-height: 44px; }
+    .input-area { align-items: center; }
+    .input-area .emoji-control { display: flex; align-items: center; }
+    #upload-btn, #emoji-toggle, #send-button { display: inline-flex; align-items: center; justify-content: center; min-width: 44px; height: 44px; min-height: 44px; padding-top: 0; padding-bottom: 0; border-radius: 8px; line-height: 1; }
+    #upload-btn { flex-basis: 44px; }
+    #emoji-toggle { width: 44px; }
+    #send-button { font-size: 14px; }
+    #input-text { min-height: 44px; padding-top: 10px; padding-bottom: 10px; line-height: 1.5; }
+    .user-message, .robot-message { max-width: 94%; }
+    .del-history-btn { opacity: 1; width: 44px; height: 44px; }
+    .voice-toggle { display: grid; place-items: center; flex: 0 0 44px; height: 44px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--brand-text); font-size: 20px; line-height: 1; }
+    .input-area.voice-mode #input-text, .input-area.voice-mode .emoji-control, .input-area.voice-mode #send-button { display: none; }
+    .input-area.voice-mode .voice-hold { display: block; flex: 1; min-width: 0; min-height: 44px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--text); font-size: 15px; font-weight: 600; user-select: none; -webkit-user-select: none; -webkit-touch-callout: none; touch-action: none; }
+    .voice-hold.is-recording { color: var(--brand-text); background: var(--brand-soft); }
+    .settings-toggle { display: inline-flex; align-items: center; justify-content: center; }
+    .settings-panel { position: absolute; top: calc(100% + 8px); right: 0; width: min(260px, calc(100vw - 24px)); padding: 8px 12px; display: flex; flex-direction: column; align-items: stretch; gap: 0; border: 1px solid var(--border); border-radius: 12px; background: var(--surface); }
+    .settings-row { display: flex; align-items: center; justify-content: space-between; gap: 16px; min-height: 60px; }
+    .settings-row + .settings-row { border-top: 1px solid var(--border); }
+    .settings-row > span { display: block; color: var(--text); font-size: 16px; }
+    .settings-row .theme-toggle { min-width: 64px; }
+}
+@media (max-width: 520px) {
+    .chat-title { padding: 12px; gap: 8px; }
+    #chatDom { padding: 20px 16px; }
+    .ai-avatar { display: none; }
+    .ai-welcome-card { padding-top: 12px; }
+    .ai-welcome-card h3 { font-size: 23px; }
+    .suggest-grid { gap: 9px; margin-top: 22px; }
+    .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: 14px; }
+    .suggest-arrow { display: none; }
+    .hot-questions { margin-top: 22px; }
+    .hot-questions .hot-capsule-wrap { flex-wrap: wrap; }
+    .hot-questions .hot-capsule { max-width: 100%; white-space: normal; text-align: left; }
+    .hot-capsule { font-size: 13px; padding: 8px 10px; }
+    #recentChatWrap { grid-template-columns: 1fr; gap: 0; }
+    .composer { width: calc(100% - 24px); padding-bottom: calc(10px + env(safe-area-inset-bottom)); }
+    .hot-bar .hot-capsule { padding: 8px; }
+    .input-area { gap: 7px; padding: 7px; }
+    #send-button { min-width: 57px; padding: 0 12px; }
+    #input-text { font-size: 16px; }
+    .attachment-remove { width: 44px; height: 44px; }
+    .track-text { grid-template-columns: 1fr; gap: 2px; }
+    .track-place { grid-column: 1; }
+    .robot-message.track-card { padding: 16px; }
+    .track-head { align-items: flex-start; gap: 10px; }
+    .track-no { min-width: 0; flex: 1; font-size: 15px; }
+    .order-details-toggle { display: block; width: 100%; min-height: 44px; margin: 0 0 12px; border: 1px solid var(--border); border-radius: 7px; background: var(--surface-soft); color: var(--brand-text); font-size: 12px; }
+    .order-data-fields.is-collapsed { display: none; }
+    .track-expand { min-height: 44px; }
+    .msg-action-btn { min-height: 40px; }
+    .to-bottom { right: 15px; }
+}

static/css/theme.css

@@ -0,0 +1,117 @@
+/* Shared visual tokens and accessible controls. */
+:root {
+    color-scheme: light;
+    --page: #edf1f7;
+    --surface: #ffffff;
+    --surface-soft: #f6f8fc;
+    --surface-hover: #edf2fa;
+    --text: #19263d;
+    --secondary: #566780;
+    --muted: #64748b;
+    --border: #e2e8f1;
+    --brand: #315fd5;
+    --brand-hover: #254fbe;
+    --brand-soft: #edf2ff;
+    --brand-text: #315fd5;
+    --success: #148462;
+    --success-soft: #eaf7f1;
+    --danger: #c74650;
+    --danger-soft: #fff0f1;
+    --shadow: 0 10px 40px rgba(28, 47, 80, .06);
+}
+body.dark {
+    color-scheme: dark;
+    --page: #0c1422;
+    --surface: #151f30;
+    --surface-soft: #1a273c;
+    --surface-hover: #21314b;
+    --text: #e7eef9;
+    --secondary: #b2c0d5;
+    --muted: #95a5bd;
+    --border: #2a3a53;
+    --brand: #426bd4;
+    --brand-hover: #4772db;
+    --brand-soft: #223759;
+    --brand-text: #a6c2ff;
+    --success: #75d7b3;
+    --success-soft: #193b35;
+    --danger: #ff9ca4;
+    --danger-soft: #412b38;
+    --shadow: 0 10px 40px rgba(0, 0, 0, .2);
+}
+* { box-sizing: border-box; }
+html, body { margin: 0; }
+body {
+    font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", "PingFang SC", "Microsoft YaHei", sans-serif;
+    color: var(--text);
+    background: var(--page);
+    font-size: 14px;
+    line-height: 1.6;
+    -webkit-font-smoothing: antialiased;
+}
+button, input, textarea { font: inherit; }
+button, a, input, textarea { -webkit-tap-highlight-color: transparent; }
+button { cursor: pointer; }
+button:disabled { cursor: wait; opacity: .65; }
+button, input, textarea, a { outline-offset: 3px; }
+:focus-visible { outline: 3px solid #92b3ff; }
+button { transition: background .16s, border-color .16s, color .16s, box-shadow .16s; }
+a { color: var(--brand-text); }
+h1, h2, h3, h4, p { margin: 0; }
+svg { display: block; flex-shrink: 0; }
+[hidden] { display: none !important; }
+::selection { background: #cddcff; color: #122b59; }
+.brand { display: flex; align-items: center; gap: 11px; text-decoration: none; color: var(--text); }
+.brand-mark {
+    display: grid; place-items: center; width: 38px; height: 38px;
+    background: var(--brand); color: white; border-radius: 11px; flex-shrink: 0;
+}
+.brand-mark svg { width: 23px; height: 23px; }
+.brand-name { font-size: 17px; font-weight: 700; letter-spacing: .02em; line-height: 1.3; }
+.brand-caption { display: block; color: var(--muted); font-size: 9px; font-weight: 600; letter-spacing: .12em; margin-top: 3px; }
+.eyebrow { font-size: 11px; font-weight: 600; letter-spacing: .1em; color: var(--brand-text); }
+.status-dot { width: 7px; height: 7px; border-radius: 50%; background: var(--success); display: inline-block; flex-shrink: 0; }
+.icon-button {
+    display: inline-grid; place-items: center; width: 36px; height: 36px;
+    border: 1px solid var(--border); border-radius: 9px; color: var(--secondary); background: var(--surface);
+}
+.icon-button:hover { color: var(--brand-text); background: var(--brand-soft); }
+.text-button { border: 0; padding: 5px 0; background: transparent; color: var(--brand-text); font-size: 12px; }
+.emoji-control { position: relative; flex-shrink: 0; }
+.emoji-picker { position: absolute; bottom: calc(100% + 12px); left: 0; z-index: 20; display: grid; grid-template-columns: repeat(5, 1fr); width: 230px; padding: 10px; border: 1px solid var(--border); border-radius: 10px; background: var(--surface); box-shadow: var(--shadow); }
+.emoji-picker button { border: 0; border-radius: 6px; background: transparent; font-size: 22px; padding: 6px; }
+.emoji-picker button:hover { background: var(--surface-hover); }
+.attachment-unavailable { display: block; max-width: 260px; padding: 12px; border: 1px dashed var(--border); border-radius: 8px; background: var(--surface-soft); color: var(--secondary); font-size: 12px; line-height: 1.6; }
+.sr-only { position: absolute; width: 1px; height: 1px; overflow: hidden; clip-path: inset(50%); white-space: nowrap; }
+.empty-caption { color: var(--muted); font-size: 12px; line-height: 1.8; }
+.app-modal-overlay {
+    position: fixed; inset: 0; z-index: 200; display: grid; place-items: center;
+    overflow-y: auto; padding: 20px; background: rgba(18, 33, 56, .42);
+}
+.app-modal {
+    width: min(420px, 100%); max-height: min(80dvh, 680px); overflow-y: auto;
+    padding: 22px; border: 1px solid var(--border); border-radius: 14px;
+    background: var(--surface); color: var(--text); box-shadow: var(--shadow);
+}
+.app-modal-title { margin: 0; font-size: 18px; line-height: 1.4; }
+.app-modal-message { margin-top: 9px; color: var(--secondary); font-size: 14px; line-height: 1.7; white-space: pre-wrap; overflow-wrap: anywhere; }
+.app-modal-input { display: block; width: 100%; min-height: 44px; margin-top: 14px; padding: 10px 12px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--text); font: inherit; font-size: 16px; line-height: 1.6; }
+textarea.app-modal-input { min-height: 112px; resize: vertical; }
+.app-modal-input:focus { outline: 3px solid var(--brand-soft); border-color: var(--brand); }
+.app-modal-actions { display: flex; justify-content: flex-end; gap: 10px; margin-top: 20px; }
+.app-modal-actions button { min-width: 80px; min-height: 44px; padding: 8px 14px; border: 1px solid var(--border); border-radius: 8px; background: var(--surface); color: var(--secondary); cursor: pointer; }
+.app-modal-actions .app-modal-confirm { border-color: var(--brand); background: var(--brand); color: #fff; }
+.app-modal-actions button:hover { background: var(--surface-hover); color: var(--text); }
+.app-modal-actions .app-modal-confirm:hover { background: var(--brand-hover); color: #fff; }
+.app-modal-actions button:focus-visible { outline: 3px solid var(--brand-soft); outline-offset: 2px; }
+::-webkit-scrollbar { width: 5px; height: 5px; }
+::-webkit-scrollbar-thumb { background: #b7c3d5; border-radius: 10px; }
+::-webkit-scrollbar-track { background: transparent; }
+@media (prefers-reduced-motion: reduce) {
+    *, *::before, *::after { animation: none !important; transition: none !important; scroll-behavior: auto !important; }
+}
+@media (max-width: 520px) {
+    .app-modal-overlay { align-items: end; padding: 16px; }
+    .app-modal { width: 100%; max-height: min(85dvh, 680px); padding: 20px 16px calc(20px + env(safe-area-inset-bottom)); border-radius: 14px 14px 10px 10px; }
+    .app-modal-actions button { flex: 1; }
+}

static/js/admin.js

@@ -0,0 +1,496 @@
+var curSid = 0;
+var sessions = {};
+var drafts = {};
+var queueItems = [];
+var queueOverdueNotified = new Set();
+var accepting = new Set();
+var sendingSid = "";
+var closingSid = "";
+var polling = false;
+var listSignature = "";
+var typeTimer = null;
+var toolsOpen = false;
+var toolsOpener = null;
+var staffExpired = false;
+var staffLoggingOut = false;
+var staffPollTimers = [];
+var staffCsrf = document.querySelector('meta[name="staff-csrf-token"]').content;
+var replyInput = document.getElementById("replyText");
+SupportUI.initAttachments(document.getElementById('chatBox'), '图片暂时无法访问，请客户重新发送附件。');
+
+function escapeText(value){
+    return String(value == null ? "" : value).replace(/[&<>"']/g, function(character){
+        return {"&":"&amp;", "<":"&lt;", ">":"&gt;", '"':"&quot;", "'":"&#39;"}[character];
+    });
+}
+
+async function adminRequest(path, options){
+    if(staffExpired) throw new Error("Staff login expired");
+    const controller = new AbortController();
+    const timer = setTimeout(function(){ controller.abort(); }, 10000);
+    try{
+        const headers = Object.assign({}, options && options.headers);
+        if(options && options.method && options.method !== "GET") headers["X-CSRF-Token"] = staffCsrf;
+        const response = await fetch(path, Object.assign({}, options, {headers:headers, signal:controller.signal}));
+        if(response.status === 401){
+            if(!staffExpired){
+                staffExpired = true;
+                staffPollTimers.forEach(clearInterval);
+                window.location.replace("/admin?expired=1");
+            }
+            throw new Error("Staff login expired");
+        }
+        if(staffExpired) throw new Error("Staff login expired");
+        const data = await response.json();
+        if(!response.ok || (data && data.ok === false)){
+            const error = new Error("HTTP " + response.status);
+            error.status = response.status;
+            error.userMessage = data && (data.e || data.error);
+            throw error;
+        }
+        return data;
+    }finally{
+        clearTimeout(timer);
+    }
+}
+
+async function logoutStaff(){
+    if(staffLoggingOut || staffExpired) return;
+    staffLoggingOut = true;
+    const button = document.getElementById("staff-logout");
+    const status = document.getElementById("staff-logout-status");
+    button.disabled = true;
+    button.textContent = "正在退出…";
+    status.hidden = true;
+    try{
+        await postAdmin("/admin/logout", {});
+        staffExpired = true;
+        staffPollTimers.forEach(clearInterval);
+        window.location.replace("/admin");
+    }catch(error){
+        if(!staffExpired){
+            status.textContent = "退出失败，请检查网络后重试。";
+            status.hidden = false;
+        }
+    }finally{
+        staffLoggingOut = false;
+        button.disabled = false;
+        button.textContent = "退出登录";
+    }
+}
+document.getElementById("staff-logout").onclick = logoutStaff;
+window.addEventListener("pageshow", function(event){
+    if(event.persisted){
+        adminRequest("/api/admin/session").then(function(data){ staffCsrf = data.csrf_token; }).catch(function(){});
+    }
+});
+
+function postAdmin(path, data){
+    return adminRequest(path, {method:"POST", headers:{"Content-Type":"application/json"}, body:JSON.stringify(data)});
+}
+
+function setReplyStatus(message, isError){
+    const status = document.getElementById("reply-status");
+    status.textContent = message || "";
+    status.hidden = !message;
+    status.classList.toggle("is-error", Boolean(isError));
+}
+
+function updateComposer(){
+    document.body.classList.toggle("has-active-session", Boolean(curSid));
+    const send = document.getElementById("reply-send");
+    send.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
+    send.textContent = sendingSid === curSid ? "发送中…" : "发送";
+    const close = document.getElementById("close-session");
+    close.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
+    close.textContent = closingSid === curSid ? "正在结束…" : "结束会话";
+    document.querySelectorAll(".quick").forEach(function(button){
+        button.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
+    });
+    updateAdminTools();
+}
+
+function resizeReply(){
+    replyInput.style.height = "auto";
+    replyInput.style.height = Math.min(replyInput.scrollHeight, 180) + "px";
+}
+
+function setSessionTab(tab){
+    const active = tab !== "queue";
+    document.getElementById("sessionList").hidden = !active;
+    document.getElementById("queue").hidden = active;
+    document.getElementById("tab-active").setAttribute("aria-selected", String(active));
+    document.getElementById("tab-queue").setAttribute("aria-selected", String(!active));
+    document.getElementById("tab-active").tabIndex = active ? 0 : -1;
+    document.getElementById("tab-queue").tabIndex = active ? -1 : 0;
+}
+
+function setChatView(open){
+    document.body.classList.toggle("chat-view", Boolean(open && curSid));
+}
+
+function showSessionList(){
+    setChatView(false);
+    document.getElementById("tab-active").focus();
+}
+
+function searchTerm(){
+    return document.getElementById("session-search").value.trim().toLowerCase();
+}
+
+function renderQueue(){
+    const term = searchTerm();
+    const visible = queueItems.filter(function(item){
+        return ("#" + item.id + " " + item.ctime).toLowerCase().includes(term);
+    });
+    document.getElementById("queue-count").textContent = queueItems.length;
+    document.getElementById("queue-overdue-count").textContent = "超时 " + queueItems.filter(function(item){ return item.overdue; }).length;
+    document.getElementById("session-browser").classList.toggle("queue-empty", queueItems.length === 0);
+    document.getElementById("queue").innerHTML = visible.length
+        ? visible.map(function(item){
+            const sid = Number(item.id);
+            const age = Number(item.waiting_minutes) || 0;
+            const wait = item.overdue
+                ? '<span class="queue-overdue">排队超时 '+escapeText(item.overdue_minutes)+' 分钟</span>'
+                : '<span class="queue-wait">已等待 '+escapeText(age)+' 分钟</span>';
+            return '<div class="queue-item'+(item.overdue ? ' is-overdue' : '')+'"><div class="qt">对话 #'+sid+wait+'<small>'+escapeText(item.ctime)+'</small></div><button type="button" onclick="accept('+sid+')">接入会话 →</button></div>';
+        }).join("")
+        : '<div class="list-empty">'+(term ? "没有匹配的排队会话" : "当前没有排队会话")+'</div>';
+}
+
+async function loadQueue(){
+    try{
+        const list = await adminRequest("/api/human/queue");
+        const waitingOverdue = new Set(list.filter(function(item){ return item.overdue; }).map(function(item){ return String(item.id); }));
+        queueOverdueNotified.forEach(function(id){ if(!waitingOverdue.has(id)) queueOverdueNotified.delete(id); });
+        const newlyOverdue = list.filter(function(item){
+            const id = String(item.id);
+            if(!item.overdue || queueOverdueNotified.has(id)) return false;
+            queueOverdueNotified.add(id);
+            return true;
+        });
+        if(newlyOverdue.length){
+            SupportUI.notify("人工排队超时", newlyOverdue.length+" 位客户已等待超过 5 分钟，请尽快接入。 ");
+        }
+        if(list.some(function(item){ return !queueItems.some(function(old){ return old.id === item.id; }); })){
+            SupportUI.notify("新客户排队", "有 " + list.length + " 位客户等待接入");
+        }
+        queueItems = list;
+        renderQueue();
+    }catch(error){
+        document.getElementById("queue").innerHTML = '<div class="list-empty">队列暂时无法加载，稍后重试</div>';
+    }
+}
+
+async function loadTickets(){
+    return Promise.all([ticketDesk.load(), ticketDesk.refreshSummary()]);
+}
+
+async function accept(sid){
+    sid = String(sid);
+    if(sessions[sid]){ switchSession(sid); return; }
+    if(accepting.has(sid)) return;
+    accepting.add(sid);
+    try{
+        await postAdmin("/api/human/accept", {sid:Number(sid)});
+        if(!sessions[sid]) sessions[sid] = {lastId:0, msgs:[], unread:0};
+        switchSession(sid);
+        loadQueue();
+        poll();
+    }catch(error){
+        document.getElementById("queue").innerHTML = '<div class="list-empty">接入失败，请稍后重试</div>';
+    }finally{
+        accepting.delete(sid);
+    }
+}
+
+function switchSession(sid){
+    sid = String(sid);
+    if(!sessions[sid]) return;
+    if(curSid) drafts[curSid] = replyInput.value;
+    curSid = sid;
+    document.getElementById("emptyTip").style.display = "none";
+    document.getElementById("chatContent").style.display = "flex";
+    setChatView(true);
+    document.getElementById("chatTitle").textContent = "客户 #" + sid;
+    document.getElementById("chat-subtitle").textContent = "正在接待 · 人工会话";
+    document.getElementById("cInfo").textContent = "会话编号：#" + sid;
+    document.getElementById("chatBox").innerHTML = "";
+    sessions[sid].msgs.forEach(appendMsg);
+    sessions[sid].unread = 0;
+    replyInput.value = drafts[sid] || "";
+    resizeReply();
+    document.getElementById("chatBox").scrollTop = document.getElementById("chatBox").scrollHeight;
+    setReplyStatus("");
+    loadSessionNote(sid);
+    updateComposer();
+    renderList();
+    setSessionTab("active");
+    postAdmin("/api/human/read", {sid:Number(sid)}).catch(function(){});
+}
+
+function showEmptySession(){
+    curSid = 0;
+    clearTimeout(typeTimer);
+    document.getElementById("chatContent").style.display = "none";
+    document.getElementById("emptyTip").style.display = "flex";
+    document.getElementById("cInfo").textContent = "选择会话后查看客户信息";
+    document.getElementById("chatTitle").textContent = "会话接待";
+    document.getElementById("chat-subtitle").textContent = "选择一段会话，开始回复客户";
+    replyInput.value = "";
+    document.getElementById("noteInput").value = "";
+    setReplyStatus("");
+    updateComposer();
+    setChatView(false);
+}
+
+function appendMsg(message){
+    const box = document.getElementById("chatBox");
+    const follow = box.scrollHeight - box.scrollTop - box.clientHeight < 100;
+    const div = document.createElement("div");
+    div.setAttribute("data-message-id", String(message.id));
+    if(message.side === "system"){
+        div.className = "msg system-msg";
+        div.textContent = message.content;
+        box.appendChild(div);
+        if(follow) box.scrollTop = box.scrollHeight;
+        return;
+    }
+    div.className = "msg " + (message.side === "customer" ? "cust" : "agent");
+    let content = escapeText(message.content);
+    content = content.replace(/\[图片\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener"><img src="/api/staff/uploads/$1" alt="客户附件" class="message-image"></a>');
+    content = content.replace(/\[文件\]\/uploads\/([A-Za-z0-9_.%-]+)/g, '<a href="/api/staff/uploads/$1" target="_blank" rel="noopener" class="message-file">↗ 查看附件</a>');
+    const avatar = message.side === "customer" ? "客" : '<svg viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="1.7" aria-hidden="true"><path d="M4 14v-3a8 8 0 0 1 16 0v3M19 17a4 4 0 0 1-4 4h-3"/><rect x="2" y="11" width="4" height="7" rx="2"/><rect x="18" y="11" width="4" height="7" rx="2"/></svg>';
+    div.innerHTML = '<span class="message-avatar" aria-hidden="true">'+avatar+'</span><div class="message-stack"><div class="meta">'+(message.side === "customer" ? "客户" : "客服")+(message.ctime ? ' · '+escapeText(message.ctime.slice(11,16)) : '')+'</div><div class="bubble">'+content+'</div></div>';
+    if(message.side === "agent"){
+        const recall = document.createElement("button");
+        recall.type = "button";
+        recall.className = "recall-button";
+        recall.textContent = "撤回";
+        recall.onclick = function(){ recallMsg(message.id); };
+        div.querySelector(".meta").appendChild(recall);
+    }
+    box.appendChild(div);
+    if(follow || message.side === "agent") box.scrollTop = box.scrollHeight;
+}
+
+function renderList(){
+    const term = searchTerm();
+    const ids = Object.keys(sessions);
+    document.getElementById("active-count").textContent = ids.length;
+    const signature = JSON.stringify([curSid, term, ids.map(function(sid){
+        const session = sessions[sid];
+        const last = session.msgs[session.msgs.length-1];
+        return [sid, session.unread, last && last.id, last && last.content];
+    })]);
+    if(signature === listSignature) return;
+    listSignature = signature;
+    const element = document.getElementById("sessionList");
+    element.innerHTML = "";
+    const visible = ids.filter(function(sid){
+        return ("对话 #"+sid).includes(term) || sessions[sid].msgs.some(function(message){
+            return message.content.toLowerCase().includes(term);
+        });
+    });
+    if(!visible.length){
+        element.innerHTML = '<div class="list-empty">'+(term ? "没有匹配的进行中会话" : "暂无进行中的会话")+'</div>';
+    }
+    visible.forEach(function(sid){
+        const session = sessions[sid];
+        const last = session.msgs[session.msgs.length-1];
+        const preview = last ? (last.side === "agent" ? "客服：" : "") + last.content.substring(0, 36) : "等待客户消息";
+        const div = document.createElement("button");
+        div.type = "button";
+        div.className = "conv-item" + (sid === curSid ? " active" : "");
+        div.setAttribute("aria-pressed", String(sid === curSid));
+        div.innerHTML = '<span class="avatar">客</span><span class="info"><span class="conv-title"><span class="name">客户 #'+sid+'</span><span class="conv-time">'+(last && last.ctime ? escapeText(last.ctime.slice(11,16)) : '')+'</span></span><span class="preview">'+escapeText(preview)+'</span></span>'+(session.unread ? '<span class="badge">'+session.unread+'</span>' : '');
+        div.onclick = function(){ switchSession(sid); };
+        element.appendChild(div);
+    });
+}
+
+async function poll(){
+    if(polling) return;
+    polling = true;
+    try{
+        const list = await adminRequest("/api/human/active");
+        list.forEach(function(session){
+            if(!sessions[String(session.id)]) sessions[String(session.id)] = {lastId:0, msgs:[], unread:0};
+        });
+        await Promise.all(Object.keys(sessions).map(async function(sid){
+            const session = sessions[sid];
+            const state = await adminRequest("/api/human/poll?sid="+Number(sid)+"&after="+session.lastId);
+            if(sessions[sid] !== session) return;
+            if(state.status !== "active"){
+                delete sessions[sid];
+                delete drafts[sid];
+                if(sid === curSid) showEmptySession();
+                return;
+            }
+            state.messages.forEach(function(message){
+                if(session.msgs.some(function(existing){ return existing.id === message.id; })) return;
+                session.lastId = Math.max(session.lastId, message.id);
+                if(message.recalled_id && applyAdminRecall(sid, message.recalled_id)) return;
+                session.msgs.push(message);
+                if(message.side === "customer" && sid !== curSid) session.unread += 1;
+                if(message.side === "customer") SupportUI.notify("客户消息 #"+sid, message.content.substring(0, 50));
+                if(sid === curSid) appendMsg(message);
+            });
+        }));
+        document.getElementById("sync-status").hidden = true;
+        renderList();
+    }catch(error){
+        document.getElementById("sync-status").hidden = false;
+    }finally{
+        polling = false;
+    }
+}
+
+async function sendReply(){
+    if(!curSid || sendingSid || closingSid) return;
+    const sid = curSid;
+    const draft = replyInput.value;
+    if(!draft.trim()) return;
+    drafts[sid] = draft;
+    sendingSid = sid;
+    setReplyStatus("");
+    updateComposer();
+    try{
+        await postAdmin("/api/human/send", {sid:Number(sid), side:"agent", content:draft.trim()});
+        if(drafts[sid] === draft) drafts[sid] = "";
+        if(curSid === sid && replyInput.value === draft){
+            replyInput.value = "";
+            resizeReply();
+        }
+        if(curSid === sid){ replyInput.focus(); setReplyStatus("已发送"); }
+        poll();
+    }catch(error){
+        if(curSid === sid) setReplyStatus(error.name === 'AbortError'
+            ? "发送超时，内容已保留。请先确认聊天记录，再决定是否重试。"
+            : "发送未成功，内容已保留。请确认后重试。", true);
+    }finally{
+        sendingSid = "";
+        updateComposer();
+    }
+}
+
+function quickReply(text){
+    if(!curSid || sendingSid || closingSid) return;
+    replyInput.value = text;
+    drafts[curSid] = text;
+    resizeReply();
+    setReplyStatus("常用回复已填入，可编辑后发送");
+    if(toolsOpen) setToolsOpen(false);
+    replyInput.focus();
+}
+
+async function closeSession(){
+    if(!curSid || closingSid || sendingSid) return;
+    const sid = curSid;
+    closingSid = sid;
+    updateComposer();
+    try{
+        await postAdmin("/api/human/close", {sid:Number(sid)});
+        delete sessions[sid];
+        delete drafts[sid];
+        if(curSid === sid) showEmptySession();
+        renderList();
+    }catch(error){
+        if(curSid === sid) setReplyStatus("结束失败，会话仍保留，请稍后重试。", true);
+    }finally{
+        closingSid = "";
+        updateComposer();
+    }
+}
+
+function setToolsOpen(open){
+    const opening = Boolean(open) && !toolsOpen;
+    toolsOpen = Boolean(open);
+    document.body.classList.toggle("tools-open", toolsOpen);
+    document.getElementById("tools-toggle").setAttribute("aria-expanded", String(toolsOpen));
+    document.getElementById("tools-from-list").setAttribute("aria-expanded", String(toolsOpen));
+    const panel = document.getElementById("service-tools");
+    panel.setAttribute("aria-hidden", String(!toolsOpen));
+    panel.toggleAttribute("inert", !toolsOpen);
+    if(opening){
+        document.getElementById("data-overview").open = false;
+        document.getElementById("tools-close").focus();
+    }
+}
+
+replyInput.addEventListener("keydown", function(event){
+    if(event.key === "Enter" && !event.shiftKey && !event.isComposing){
+        event.preventDefault();
+        sendReply();
+    }
+});
+replyInput.addEventListener("input", function(){
+    resizeReply();
+    if(!curSid) return;
+    drafts[curSid] = replyInput.value;
+    setReplyStatus("");
+    const sid = curSid;
+    postAdmin("/api/human/typing", {sid:Number(sid)}).catch(function(){});
+    clearTimeout(typeTimer);
+    typeTimer = setTimeout(function(){
+        postAdmin("/api/human/stop_typing", {sid:Number(sid)}).catch(function(){});
+    }, 3000);
+});
+document.getElementById("session-search").addEventListener("input", function(){ renderList(); renderQueue(); });
+document.getElementById("sessions-back").onclick = showSessionList;
+document.getElementById("tab-active").onclick = function(){ setSessionTab("active"); };
+document.getElementById("tab-queue").onclick = function(){ setSessionTab("queue"); };
+["tab-active", "tab-queue"].forEach(function(id){
+    document.getElementById(id).addEventListener("keydown", function(event){
+        if(!["ArrowLeft", "ArrowRight", "Home", "End"].includes(event.key)) return;
+        event.preventDefault();
+        const next = event.key === "Home" || (event.key !== "End" && id === "tab-queue") ? "tab-active" : "tab-queue";
+        setSessionTab(next === "tab-active" ? "active" : "queue");
+        document.getElementById(next).focus();
+    });
+});
+document.getElementById("tools-toggle").onclick = function(){ toolsOpener = "tools-toggle"; setToolsOpen(!toolsOpen); };
+document.getElementById("tools-from-list").onclick = function(){ toolsOpener = "tools-from-list"; setToolsOpen(!toolsOpen); };
+document.getElementById("tools-close").onclick = function(){
+    setToolsOpen(false);
+    const fromList = toolsOpener === "tools-from-list" && !document.body.classList.contains("chat-view") && window.matchMedia("(max-width: 720px)").matches;
+    document.getElementById(["ticket-inbox-toggle", "ticket-overdue-toggle"].includes(toolsOpener) ? toolsOpener : fromList ? "tools-from-list" : "tools-toggle").focus();
+};
+document.getElementById("tools-backdrop").onclick = document.getElementById("tools-close").onclick;
+document.addEventListener("keydown", function(event){
+    if(event.key === "Escape" && toolsOpen) document.getElementById("tools-close").click();
+    if(event.key === "Escape") document.getElementById("data-overview").open = false;
+    if(event.key === "Tab" && toolsOpen && window.matchMedia("(max-width: 1200px)").matches){
+        const items = Array.from(document.getElementById("service-tools").querySelectorAll('button:not([disabled]):not([hidden]), a[href], input:not([disabled]), select:not([disabled]), textarea:not([disabled])')).filter(function(item){ return item.getClientRects().length; });
+        const first = items[0], last = items[items.length-1];
+        if(event.shiftKey && document.activeElement === first){ event.preventDefault(); last.focus(); }
+        else if(!event.shiftKey && document.activeElement === last){ event.preventDefault(); first.focus(); }
+    }
+});
+window.addEventListener("resize", function(){ setToolsOpen(toolsOpen); });
+adminRequest("/api/admin/stats").then(function(data){
+    [data.total_conv, data.total_msg, data.today_conv, data.good, data.bad].forEach(function(value, index){
+        document.getElementById("s"+(index+1)).textContent = value;
+    });
+    document.getElementById("s6").textContent = (data.rating_avg || 0) + " / 5（"+(data.rating_count || 0)+"）";
+}).catch(function(){});
+SupportUI.initEmoji(document.getElementById("agent-emoji-toggle"), document.getElementById("agent-emoji-panel"), replyInput, function(){
+    if(curSid) drafts[curSid] = replyInput.value;
+    resizeReply();
+});
+setToolsOpen(false);
+setSessionTab("active");
+updateComposer();
+loadQueue();
+var ticketDesk = window.AdminTickets.create({request:adminRequest, escape:escapeText,
+    username:document.querySelector('meta[name="staff-username"]').content,
+    notify:function(title, body){ SupportUI.notify(title, body); },
+    open:function(opener){
+        toolsOpener = opener || "ticket-inbox-toggle";
+        setToolsOpen(true);
+        document.getElementById("tickets-title").scrollIntoView({block:"start"});
+        document.getElementById("ticket-search").focus({preventScroll:true});
+    }});
+loadTickets();
+poll();
+staffPollTimers = [setInterval(loadQueue, 3000), setInterval(loadTickets, 5000), setInterval(poll, 1000)];

static/js/admin_login.js

@@ -0,0 +1,63 @@
+const loginForm = document.getElementById("loginForm");
+const loginButton = document.getElementById("loginButton");
+const userInput = document.getElementById("user");
+const passwordInput = document.getElementById("pwd");
+const loginError = document.getElementById("err");
+let loginPending = false;
+
+function showLoginError(message){
+    loginError.textContent = message;
+    loginError.hidden = false;
+}
+
+if(new URLSearchParams(window.location.search).has("expired")){
+    showLoginError("后台登录已失效，请重新登录。");
+}
+
+async function login(){
+    if(loginPending) return;
+    const username = userInput.value.trim();
+    const password = passwordInput.value;
+    userInput.setAttribute("aria-invalid", String(!username));
+    passwordInput.setAttribute("aria-invalid", String(!password));
+    if(!username || !password){
+        showLoginError("请输入客服账号和登录密码");
+        (!username ? userInput : passwordInput).focus();
+        return;
+    }
+    loginPending = true;
+    loginError.hidden = true;
+    loginButton.disabled = true;
+    loginButton.textContent = "正在登录…";
+    loginForm.setAttribute("aria-busy", "true");
+    try{
+        const response = await fetch("/admin/login", {
+            method: "POST", headers: {"Content-Type": "application/json"},
+            body: JSON.stringify({username: username, password: password})
+        });
+        if(response.ok){
+            location.href = "/admin/dashboard";
+            return;
+        }
+        showLoginError(response.status === 401 ? "账号或密码不正确，请重新输入" :
+            response.status === 429 ? "登录尝试过多，请 5 分钟后重试" : "暂时无法登录，请稍后重试");
+    }catch(error){
+        showLoginError("网络连接失败，请检查网络后重试");
+    }finally{
+        loginPending = false;
+        loginButton.disabled = false;
+        loginButton.textContent = "登录工作台 →";
+        loginForm.removeAttribute("aria-busy");
+    }
+}
+
+loginForm.addEventListener("submit", function(event){
+    event.preventDefault();
+    login();
+});
+[userInput, passwordInput].forEach(function(input){
+    input.addEventListener("input", function(){
+        loginError.hidden = true;
+        input.removeAttribute("aria-invalid");
+    });
+});

static/js/admin_orders.js

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

static/js/admin_tickets.js

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

static/js/admin_tools.js

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