497 lines
22 KiB
JavaScript
497 lines
22 KiB
JavaScript
var curSid = 0;
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var sessions = {};
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var drafts = {};
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var queueItems = [];
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var queueOverdueNotified = new Set();
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var accepting = new Set();
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var sendingSid = "";
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var closingSid = "";
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var polling = false;
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var listSignature = "";
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var typeTimer = null;
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var toolsOpen = false;
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var toolsOpener = null;
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var staffExpired = false;
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var staffLoggingOut = false;
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var staffPollTimers = [];
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var staffCsrf = document.querySelector('meta[name="staff-csrf-token"]').content;
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var replyInput = document.getElementById("replyText");
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SupportUI.initAttachments(document.getElementById('chatBox'), '图片暂时无法访问，请客户重新发送附件。');
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function escapeText(value){
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return String(value == null ? "" : value).replace(/[&<>"']/g, function(character){
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return {"&":"&", "<":"<", ">":">", '"':""", "'":"'"}[character];
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});
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}
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async function adminRequest(path, options){
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if(staffExpired) throw new Error("Staff login expired");
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const controller = new AbortController();
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const timer = setTimeout(function(){ controller.abort(); }, 10000);
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try{
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const headers = Object.assign({}, options && options.headers);
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if(options && options.method && options.method !== "GET") headers["X-CSRF-Token"] = staffCsrf;
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const response = await fetch(path, Object.assign({}, options, {headers:headers, signal:controller.signal}));
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if(response.status === 401){
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if(!staffExpired){
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staffExpired = true;
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staffPollTimers.forEach(clearInterval);
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window.location.replace("/admin?expired=1");
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}
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throw new Error("Staff login expired");
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}
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if(staffExpired) throw new Error("Staff login expired");
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const data = await response.json();
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if(!response.ok || (data && data.ok === false)){
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const error = new Error("HTTP " + response.status);
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error.status = response.status;
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error.userMessage = data && (data.e || data.error);
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throw error;
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}
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return data;
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}finally{
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clearTimeout(timer);
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}
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}
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async function logoutStaff(){
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if(staffLoggingOut || staffExpired) return;
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staffLoggingOut = true;
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const button = document.getElementById("staff-logout");
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const status = document.getElementById("staff-logout-status");
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button.disabled = true;
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button.textContent = "正在退出…";
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status.hidden = true;
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try{
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await postAdmin("/admin/logout", {});
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staffExpired = true;
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staffPollTimers.forEach(clearInterval);
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window.location.replace("/admin");
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}catch(error){
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if(!staffExpired){
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status.textContent = "退出失败，请检查网络后重试。";
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status.hidden = false;
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}
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}finally{
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staffLoggingOut = false;
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button.disabled = false;
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button.textContent = "退出登录";
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}
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}
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document.getElementById("staff-logout").onclick = logoutStaff;
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window.addEventListener("pageshow", function(event){
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if(event.persisted){
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adminRequest("/api/admin/session").then(function(data){ staffCsrf = data.csrf_token; }).catch(function(){});
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}
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});
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function postAdmin(path, data){
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return adminRequest(path, {method:"POST", headers:{"Content-Type":"application/json"}, body:JSON.stringify(data)});
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}
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function setReplyStatus(message, isError){
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const status = document.getElementById("reply-status");
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status.textContent = message || "";
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status.hidden = !message;
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status.classList.toggle("is-error", Boolean(isError));
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}
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function updateComposer(){
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document.body.classList.toggle("has-active-session", Boolean(curSid));
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const send = document.getElementById("reply-send");
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send.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
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send.textContent = sendingSid === curSid ? "发送中…" : "发送";
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const close = document.getElementById("close-session");
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close.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
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close.textContent = closingSid === curSid ? "正在结束…" : "结束会话";
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document.querySelectorAll(".quick").forEach(function(button){
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button.disabled = !curSid || Boolean(sendingSid) || Boolean(closingSid);
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});
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updateAdminTools();
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}
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function resizeReply(){
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replyInput.style.height = "auto";
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replyInput.style.height = Math.min(replyInput.scrollHeight, 180) + "px";
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}
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function setSessionTab(tab){
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const active = tab !== "queue";
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document.getElementById("sessionList").hidden = !active;
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document.getElementById("queue").hidden = active;
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document.getElementById("tab-active").setAttribute("aria-selected", String(active));
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document.getElementById("tab-queue").setAttribute("aria-selected", String(!active));
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document.getElementById("tab-active").tabIndex = active ? 0 : -1;
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document.getElementById("tab-queue").tabIndex = active ? -1 : 0;
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}
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function setChatView(open){
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document.body.classList.toggle("chat-view", Boolean(open && curSid));
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}
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function showSessionList(){
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setChatView(false);
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document.getElementById("tab-active").focus();
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}
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function searchTerm(){
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return document.getElementById("session-search").value.trim().toLowerCase();
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}
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function renderQueue(){
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const term = searchTerm();
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const visible = queueItems.filter(function(item){
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return ("#" + item.id + " " + item.ctime).toLowerCase().includes(term);
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});
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document.getElementById("queue-count").textContent = queueItems.length;
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document.getElementById("queue-overdue-count").textContent = "超时 " + queueItems.filter(function(item){ return item.overdue; }).length;
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document.getElementById("session-browser").classList.toggle("queue-empty", queueItems.length === 0);
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document.getElementById("queue").innerHTML = visible.length
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? visible.map(function(item){
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const sid = Number(item.id);
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const age = Number(item.waiting_minutes) || 0;
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const wait = item.overdue
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? '<span class="queue-overdue">排队超时 '+escapeText(item.overdue_minutes)+' 分钟</span>'
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: '<span class="queue-wait">已等待 '+escapeText(age)+' 分钟</span>';
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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>';
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}).join("")
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: '<div class="list-empty">'+(term ? "没有匹配的排队会话" : "当前没有排队会话")+'</div>';
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}
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async function loadQueue(){
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try{
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const list = await adminRequest("/api/human/queue");
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const waitingOverdue = new Set(list.filter(function(item){ return item.overdue; }).map(function(item){ return String(item.id); }));
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queueOverdueNotified.forEach(function(id){ if(!waitingOverdue.has(id)) queueOverdueNotified.delete(id); });
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const newlyOverdue = list.filter(function(item){
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const id = String(item.id);
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if(!item.overdue || queueOverdueNotified.has(id)) return false;
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queueOverdueNotified.add(id);
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return true;
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});
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if(newlyOverdue.length){
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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。 ");
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}
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if(list.some(function(item){ return !queueItems.some(function(old){ return old.id === item.id; }); })){
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SupportUI.notify("新客户排队", "有 " + list.length + " 位客户等待接入");
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}
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queueItems = list;
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renderQueue();
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}catch(error){
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document.getElementById("queue").innerHTML = '<div class="list-empty">队列暂时无法加载，稍后重试</div>';
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}
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}
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async function loadTickets(){
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return Promise.all([ticketDesk.load(), ticketDesk.refreshSummary()]);
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}
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async function accept(sid){
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sid = String(sid);
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if(sessions[sid]){ switchSession(sid); return; }
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if(accepting.has(sid)) return;
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accepting.add(sid);
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try{
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await postAdmin("/api/human/accept", {sid:Number(sid)});
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if(!sessions[sid]) sessions[sid] = {lastId:0, msgs:[], unread:0};
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switchSession(sid);
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loadQueue();
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poll();
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}catch(error){
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document.getElementById("queue").innerHTML = '<div class="list-empty">接入失败，请稍后重试</div>';
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}finally{
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accepting.delete(sid);
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}
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}
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function switchSession(sid){
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sid = String(sid);
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if(!sessions[sid]) return;
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if(curSid) drafts[curSid] = replyInput.value;
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curSid = sid;
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document.getElementById("emptyTip").style.display = "none";
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document.getElementById("chatContent").style.display = "flex";
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setChatView(true);
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document.getElementById("chatTitle").textContent = "客户 #" + sid;
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document.getElementById("chat-subtitle").textContent = "正在接待 · 人工会话";
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document.getElementById("cInfo").textContent = "会话编号：#" + sid;
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document.getElementById("chatBox").innerHTML = "";
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sessions[sid].msgs.forEach(appendMsg);
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sessions[sid].unread = 0;
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replyInput.value = drafts[sid] || "";
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resizeReply();
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document.getElementById("chatBox").scrollTop = document.getElementById("chatBox").scrollHeight;
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setReplyStatus("");
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loadSessionNote(sid);
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updateComposer();
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renderList();
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setSessionTab("active");
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postAdmin("/api/human/read", {sid:Number(sid)}).catch(function(){});
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}
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function showEmptySession(){
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curSid = 0;
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clearTimeout(typeTimer);
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document.getElementById("chatContent").style.display = "none";
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document.getElementById("emptyTip").style.display = "flex";
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document.getElementById("cInfo").textContent = "选择会话后查看客户信息";
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document.getElementById("chatTitle").textContent = "会话接待";
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document.getElementById("chat-subtitle").textContent = "选择一段会话，开始回复客户";
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replyInput.value = "";
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document.getElementById("noteInput").value = "";
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setReplyStatus("");
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updateComposer();
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setChatView(false);
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}
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function appendMsg(message){
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const box = document.getElementById("chatBox");
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const follow = box.scrollHeight - box.scrollTop - box.clientHeight < 100;
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const div = document.createElement("div");
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div.setAttribute("data-message-id", String(message.id));
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if(message.side === "system"){
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div.className = "msg system-msg";
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div.textContent = message.content;
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box.appendChild(div);
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if(follow) box.scrollTop = box.scrollHeight;
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return;
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}
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div.className = "msg " + (message.side === "customer" ? "cust" : "agent");
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let content = escapeText(message.content);
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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>');
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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>');
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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>';
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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>';
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if(message.side === "agent"){
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const recall = document.createElement("button");
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recall.type = "button";
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recall.className = "recall-button";
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recall.textContent = "撤回";
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recall.onclick = function(){ recallMsg(message.id); };
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div.querySelector(".meta").appendChild(recall);
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}
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box.appendChild(div);
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if(follow || message.side === "agent") box.scrollTop = box.scrollHeight;
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}
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function renderList(){
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const term = searchTerm();
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const ids = Object.keys(sessions);
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document.getElementById("active-count").textContent = ids.length;
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const signature = JSON.stringify([curSid, term, ids.map(function(sid){
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const session = sessions[sid];
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const last = session.msgs[session.msgs.length-1];
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return [sid, session.unread, last && last.id, last && last.content];
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})]);
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if(signature === listSignature) return;
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listSignature = signature;
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const element = document.getElementById("sessionList");
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element.innerHTML = "";
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const visible = ids.filter(function(sid){
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return ("对话 #"+sid).includes(term) || sessions[sid].msgs.some(function(message){
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return message.content.toLowerCase().includes(term);
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});
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});
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if(!visible.length){
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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>';
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}
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visible.forEach(function(sid){
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const session = sessions[sid];
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const last = session.msgs[session.msgs.length-1];
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const preview = last ? (last.side === "agent" ? "客服：" : "") + last.content.substring(0, 36) : "等待客户消息";
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const div = document.createElement("button");
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div.type = "button";
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div.className = "conv-item" + (sid === curSid ? " active" : "");
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div.setAttribute("aria-pressed", String(sid === curSid));
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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>' : '');
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div.onclick = function(){ switchSession(sid); };
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element.appendChild(div);
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});
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}
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async function poll(){
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if(polling) return;
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polling = true;
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try{
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const list = await adminRequest("/api/human/active");
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list.forEach(function(session){
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if(!sessions[String(session.id)]) sessions[String(session.id)] = {lastId:0, msgs:[], unread:0};
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});
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await Promise.all(Object.keys(sessions).map(async function(sid){
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const session = sessions[sid];
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const state = await adminRequest("/api/human/poll?sid="+Number(sid)+"&after="+session.lastId);
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if(sessions[sid] !== session) return;
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if(state.status !== "active"){
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delete sessions[sid];
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delete drafts[sid];
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if(sid === curSid) showEmptySession();
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return;
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}
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state.messages.forEach(function(message){
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if(session.msgs.some(function(existing){ return existing.id === message.id; })) return;
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session.lastId = Math.max(session.lastId, message.id);
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if(message.recalled_id && applyAdminRecall(sid, message.recalled_id)) return;
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session.msgs.push(message);
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if(message.side === "customer" && sid !== curSid) session.unread += 1;
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if(message.side === "customer") SupportUI.notify("客户消息 #"+sid, message.content.substring(0, 50));
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if(sid === curSid) appendMsg(message);
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});
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}));
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document.getElementById("sync-status").hidden = true;
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renderList();
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}catch(error){
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document.getElementById("sync-status").hidden = false;
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}finally{
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polling = false;
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}
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}
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async function sendReply(){
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if(!curSid || sendingSid || closingSid) return;
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const sid = curSid;
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const draft = replyInput.value;
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if(!draft.trim()) return;
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drafts[sid] = draft;
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sendingSid = sid;
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setReplyStatus("");
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updateComposer();
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try{
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await postAdmin("/api/human/send", {sid:Number(sid), side:"agent", content:draft.trim()});
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if(drafts[sid] === draft) drafts[sid] = "";
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if(curSid === sid && replyInput.value === draft){
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replyInput.value = "";
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resizeReply();
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}
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if(curSid === sid){ replyInput.focus(); setReplyStatus("已发送"); }
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poll();
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}catch(error){
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if(curSid === sid) setReplyStatus(error.name === 'AbortError'
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? "发送超时，内容已保留。请先确认聊天记录，再决定是否重试。"
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: "发送未成功，内容已保留。请确认后重试。", true);
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}finally{
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sendingSid = "";
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updateComposer();
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}
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}
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function quickReply(text){
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if(!curSid || sendingSid || closingSid) return;
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replyInput.value = text;
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drafts[curSid] = text;
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resizeReply();
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setReplyStatus("常用回复已填入，可编辑后发送");
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if(toolsOpen) setToolsOpen(false);
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replyInput.focus();
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}
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async function closeSession(){
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if(!curSid || closingSid || sendingSid) return;
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const sid = curSid;
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closingSid = sid;
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updateComposer();
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try{
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await postAdmin("/api/human/close", {sid:Number(sid)});
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delete sessions[sid];
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delete drafts[sid];
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if(curSid === sid) showEmptySession();
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renderList();
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}catch(error){
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if(curSid === sid) setReplyStatus("结束失败，会话仍保留，请稍后重试。", true);
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}finally{
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closingSid = "";
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updateComposer();
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}
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}
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function setToolsOpen(open){
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const opening = Boolean(open) && !toolsOpen;
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toolsOpen = Boolean(open);
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document.body.classList.toggle("tools-open", toolsOpen);
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document.getElementById("tools-toggle").setAttribute("aria-expanded", String(toolsOpen));
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document.getElementById("tools-from-list").setAttribute("aria-expanded", String(toolsOpen));
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const panel = document.getElementById("service-tools");
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panel.setAttribute("aria-hidden", String(!toolsOpen));
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panel.toggleAttribute("inert", !toolsOpen);
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if(opening){
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document.getElementById("data-overview").open = false;
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document.getElementById("tools-close").focus();
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}
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}
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replyInput.addEventListener("keydown", function(event){
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if(event.key === "Enter" && !event.shiftKey && !event.isComposing){
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event.preventDefault();
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sendReply();
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}
|
||
});
|
||
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)];
|