var curSid = 0;
var sessions = {};
var drafts = {};
var reassignedNotes = {};
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 staffUsername = document.querySelector('meta[name="staff-username"]').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.group_name || '综合客服')+' · '+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">'+escapeText(error.userMessage || '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 = "我负责 · "+(sessions[sid].group_name || "综合客服");
    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};
            Object.assign(sessions[String(session.id)], {group_name:session.group_name, owner_username:session.owner_username});
        });
        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 === 'waiting' || (state.owner_username && state.owner_username !== staffUsername)){
                if(!Object.prototype.hasOwnProperty.call(drafts,sid)) drafts[sid] = '';
                if(sid === curSid){
                    drafts[sid] = replyInput.value;
                    reassignedNotes[sid] = document.getElementById('noteInput').value;
                }else if(session.noteDraft){ reassignedNotes[sid] = session.noteDraft; }
                delete sessions[sid];
                if(sid === curSid) showEmptySession();
                renderRecoveredDrafts();
                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();
        renderRecoveredDrafts();
    }catch(error){
        document.getElementById("sync-status").hidden = false;
    }finally{
        polling = false;
    }
}

function renderRecoveredDrafts(){
    const ids = Object.keys(drafts).filter(function(sid){ return !sessions[sid] && (drafts[sid] || reassignedNotes[sid]); });
    document.getElementById('routing-draft-recovery').hidden = ids.length === 0;
    document.getElementById('routing-retired-drafts').innerHTML = ids.map(function(sid){
        return '<label>会话 #'+Number(sid)+' · 未发送草稿<textarea readonly rows="3">'+escapeText(drafts[sid] || '')+'</textarea></label>'+
            (reassignedNotes[sid] ? '<label>备注草稿<textarea readonly rows="3">'+escapeText(reassignedNotes[sid])+'</textarea></label>' : '');
    }).join('');
}

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", "routing-open"].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)];
if(window.AdminRouting){
    var routingDesk = window.AdminRouting.create({username:staffUsername,request:adminRequest,
        changed:function(){ loadQueue(); poll(); }});
    routingDesk.refresh();
    staffPollTimers.push(setInterval(routingDesk.heartbeat, 20000));
    document.getElementById('routing-open').onclick = function(){
        toolsOpener = 'routing-open'; setToolsOpen(true);
        document.getElementById('routing-title').scrollIntoView({block:'start'});
        document.getElementById('routing-refresh').focus({preventScroll:true});
        routingDesk.refresh();
    };
}