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建群自动话术

backend/internal/model/chat.go

@@ -29,6 +29,7 @@ type ChatParticipant struct {
 	ParticipantType string     `gorm:"size:16;not null;index" json:"participant_type"`
 	ParticipantID   uint64     `gorm:"not null;index" json:"participant_id"`
 	Role            string     `gorm:"size:32;not null" json:"role"`
+	Remark          string     `gorm:"size:128;not null;default:''" json:"remark"`
 	LastReadAt      *time.Time `json:"last_read_at"`
 	JoinedAt        time.Time  `json:"joined_at"`
 	CreatedAt       time.Time  `json:"created_at"`

backend/internal/model/chat_quick_reply.go

@@ -0,0 +1,17 @@
+package model
+
+import "time"
+
+type ChatQuickReply struct {
+	ID          uint64    `gorm:"primaryKey;autoIncrement" json:"id"`
+	AdminUserID uint64    `gorm:"not null;default:0;index" json:"admin_user_id"` // 0=全局, >0=个人
+	Title       string    `gorm:"size:64;not null" json:"title"`
+	Content     string    `gorm:"type:text;not null" json:"content"`
+	SortOrder   int       `gorm:"not null;default:0" json:"sort_order"`
+	CreatedAt   time.Time `gorm:"not null;default:CURRENT_TIMESTAMP" json:"created_at"`
+	UpdatedAt   time.Time `gorm:"not null;default:CURRENT_TIMESTAMP" json:"updated_at"`
+}
+
+func (ChatQuickReply) TableName() string {
+	return "chat_quick_replies"
+}

backend/internal/modules/chat/dto.go

@@ -29,6 +29,7 @@ type ParticipantDTO struct {
 	ParticipantType string     `json:"participant_type"`
 	ParticipantID   uint64     `json:"participant_id"`
 	Role            string     `json:"role"`
+	Remark          string     `json:"remark"`
 	DisplayName     string     `json:"display_name"`
 	AvatarURL       string     `json:"avatar_url"`
 	LastReadAt      *time.Time `json:"last_read_at"`
@@ -54,6 +55,41 @@ type SendMessageRequest struct {
 	Content string `json:"content" binding:"required"`
 }
 
+type TransferRequest struct {
+	ToAdminID uint64 `json:"to_admin_id" binding:"required"`
+}
+
+type UpdateRemarkRequest struct {
+	Remark string `json:"remark"`
+}
+
+type SupportAdminDTO struct {
+	ID        uint64 `json:"id"`
+	Nickname  string `json:"nickname"`
+	ChatCount int64  `json:"chat_count"`
+}
+
+type QuickReplyDTO struct {
+	ID          uint64 `json:"id"`
+	AdminUserID uint64 `json:"admin_user_id"`
+	Title       string `json:"title"`
+	Content     string `json:"content"`
+	SortOrder   int    `json:"sort_order"`
+	IsGlobal    bool   `json:"is_global"`
+}
+
+type CreateQuickReplyRequest struct {
+	Title     string `json:"title" binding:"required"`
+	Content   string `json:"content" binding:"required"`
+	SortOrder int    `json:"sort_order"`
+}
+
+type UpdateQuickReplyRequest struct {
+	Title     string `json:"title"`
+	Content   string `json:"content"`
+	SortOrder *int   `json:"sort_order"`
+}
+
 type PaginatedResult struct {
 	Items    interface{} `json:"items"`
 	Total    int64       `json:"total"`

backend/internal/modules/chat/handler.go

@@ -34,7 +34,15 @@ func (h *Handler) AdminList(c *gin.Context) {
 		response.Unauthorized(c, "缺少管理员上下文")
 		return
 	}
-	h.list(c, Principal{Type: "admin", ID: adminID})
+	filter := c.DefaultQuery("filter", "all")
+	page, pageSize := parsePagination(c)
+	principal := Principal{Type: "admin", ID: adminID}
+	result, err := h.service.ListConversationsWithFilter(principal, page, pageSize, filter)
+	if err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, result)
 }
 
 func (h *Handler) Detail(c *gin.Context) {
@@ -127,6 +135,153 @@ func (h *Handler) AdminMarkRead(c *gin.Context) {
 	h.markRead(c, Principal{Type: "admin", ID: adminID})
 }
 
+func (h *Handler) AdminTransfer(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	id, ok := parseID(c, "id")
+	if !ok {
+		return
+	}
+	var req TransferRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "目标客服 ID 不能为空")
+		return
+	}
+	principal := Principal{Type: "admin", ID: adminID}
+	if err := h.service.TransferConversation(principal, id, req); err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, gin.H{"transferred": true})
+}
+
+func (h *Handler) AdminSupportAdmins(c *gin.Context) {
+	admins, err := h.service.GetAvailableSupportAdmins()
+	if err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, admins)
+}
+
+func (h *Handler) AdminUpdateRemark(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	id, ok := parseID(c, "id")
+	if !ok {
+		return
+	}
+	var req UpdateRemarkRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "请求参数错误")
+		return
+	}
+	principal := Principal{Type: "admin", ID: adminID}
+	if err := h.service.UpdateRemark(principal, id, req); err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, gin.H{"updated": true})
+}
+
+func (h *Handler) AdminListQuickReplies(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	replies, err := h.service.ListQuickReplies(adminID)
+	if err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, replies)
+}
+
+func (h *Handler) AdminCreateQuickReply(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	var req CreateQuickReplyRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "标题和内容不能为空")
+		return
+	}
+	reply, err := h.service.CreateQuickReply(adminID, req)
+	if err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.Created(c, reply)
+}
+
+func (h *Handler) AdminUpdateQuickReply(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	id, ok := parseID(c, "id")
+	if !ok {
+		return
+	}
+	var req UpdateQuickReplyRequest
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "请求参数错误")
+		return
+	}
+	if err := h.service.UpdateQuickReply(adminID, id, req); err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, gin.H{"updated": true})
+}
+
+func (h *Handler) AdminDeleteQuickReply(c *gin.Context) {
+	adminID, ok := currentAdminID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少管理员上下文")
+		return
+	}
+	id, ok := parseID(c, "id")
+	if !ok {
+		return
+	}
+	if err := h.service.DeleteQuickReply(adminID, id); err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, gin.H{"deleted": true})
+}
+
+func (h *Handler) AdminGetAutoWelcome(c *gin.Context) {
+	message := h.service.GetAutoWelcomeMessage()
+	response.OK(c, gin.H{"message": message})
+}
+
+func (h *Handler) AdminUpdateAutoWelcome(c *gin.Context) {
+	var req struct {
+		Message string `json:"message" binding:"required"`
+	}
+	if err := c.ShouldBindJSON(&req); err != nil {
+		response.BadRequest(c, "话术内容不能为空")
+		return
+	}
+	if err := h.service.UpdateAutoWelcomeMessage(req.Message); err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, gin.H{"updated": true})
+}
+
 func (h *Handler) list(c *gin.Context, principal Principal) {
 	page, pageSize := parsePagination(c)
 	result, err := h.service.ListConversations(principal, page, pageSize)

backend/internal/modules/chat/repository.go

@@ -83,12 +83,18 @@ func EnsureOrderConversation(tx *gorm.DB, order model.RentalOrder) (*model.ChatC
 		}
 	}
 
+	// 获取自动话术
+	autoMessage := "订单已支付，群聊已创建。租客、号主和客服可在这里沟通交接与结账问题。"
+	var cfg model.SystemConfig
+	if err := tx.Where("`key` = ?", "chat.auto_welcome_message").First(&cfg).Error; err == nil && cfg.Value != "" {
+		autoMessage = cfg.Value
+	}
 	message := model.ChatMessage{
 		ConversationID: conversation.ID,
 		SenderType:     "system",
 		SenderRole:     "system",
 		ContentType:    "system",
-		Content:        "订单已支付，群聊已创建。租客、号主和客服可在这里沟通交接与结账问题。",
+		Content:        autoMessage,
 		AttachmentURLS: emptyJSONList(),
 	}
 	if err := tx.Create(&message).Error; err != nil {
@@ -499,6 +505,54 @@ func (row conversationRow) toDTO(participants []ParticipantDTO) ConversationDTO
 }
 
 func defaultSupportAdminID(tx *gorm.DB) uint64 {
+	// 查询所有有 chat:view 权限且状态为 active 的管理员
+	var adminIDs []uint64
+	err := tx.Table("admin_users AS au").
+		Joins("JOIN admin_user_roles AS aur ON aur.admin_user_id = au.id").
+		Joins("JOIN role_permissions AS rp ON rp.role_id = aur.role_id").
+		Joins("JOIN permissions AS p ON p.id = rp.permission_id").
+		Where("au.status = ? AND p.code = ?", "active", "chat:view").
+		Distinct("au.id").
+		Pluck("au.id", &adminIDs).Error
+	if err != nil || len(adminIDs) == 0 {
+		// 回退到原有逻辑
+		return fallbackSupportAdminID(tx)
+	}
+
+	// 统计每个客服当前负责的会话数，选择负载最少的
+	type adminLoad struct {
+		AdminID uint64
+		Count   int64
+	}
+	var loads []adminLoad
+	tx.Table("chat_participants AS cp").
+		Select("cp.participant_id AS admin_id, COUNT(*) AS count").
+		Where("cp.participant_type = ? AND cp.role = ? AND cp.participant_id IN ?", "admin", "support", adminIDs).
+		Group("cp.participant_id").
+		Scan(&loads)
+
+	loadMap := make(map[uint64]int64)
+	for _, l := range loads {
+		loadMap[l.AdminID] = l.Count
+	}
+
+	// 找到负载最少的客服
+	var minLoad int64 = -1
+	var selectedID uint64
+	for _, id := range adminIDs {
+		count := loadMap[id]
+		if minLoad < 0 || count < minLoad {
+			minLoad = count
+			selectedID = id
+		}
+	}
+	if selectedID > 0 {
+		return selectedID
+	}
+	return fallbackSupportAdminID(tx)
+}
+
+func fallbackSupportAdminID(tx *gorm.DB) uint64 {
 	var cfg model.SystemConfig
 	if err := tx.Where("`key` = ?", "chat.default_support_admin_id").First(&cfg).Error; err == nil {
 		id, parseErr := strconv.ParseUint(cfg.Value, 10, 64)
@@ -570,6 +624,175 @@ func truncatePreview(content string) string {
 	return string(runes[:80])
 }
 
+// TransferConversation 转接会话给其他客服
+func (r *Repository) TransferConversation(principal Principal, conversationID uint64, toAdminID uint64) error {
+	return r.db.Transaction(func(tx *gorm.DB) error {
+		// 验证当前操作者是会话参与者
+		if _, err := r.findParticipant(tx, principal, conversationID, false); err != nil {
+			return err
+		}
+		// 验证目标客服存在且活跃
+		if !adminActive(tx, toAdminID) {
+			return fmt.Errorf("目标客服不存在或已禁用")
+		}
+		// 检查目标客服是否已有该会话
+		var count int64
+		if err := tx.Model(&model.ChatParticipant{}).
+			Where("conversation_id = ? AND participant_type = ? AND participant_id = ?", conversationID, "admin", toAdminID).
+			Count(&count).Error; err != nil {
+			return err
+		}
+		if count > 0 {
+			return fmt.Errorf("该客服已在会话中")
+		}
+		// 删除原客服参与者
+		if err := tx.Where("conversation_id = ? AND participant_type = ? AND role = ?", conversationID, "admin", "support").
+			Delete(&model.ChatParticipant{}).Error; err != nil {
+			return err
+		}
+		// 添加新客服参与者
+		participant := model.ChatParticipant{
+			ConversationID:  conversationID,
+			ParticipantType: "admin",
+			ParticipantID:   toAdminID,
+			Role:            "support",
+			JoinedAt:        time.Now(),
+		}
+		if err := tx.Create(&participant).Error; err != nil {
+			return err
+		}
+		// 添加系统消息记录转接
+		message := model.ChatMessage{
+			ConversationID: conversationID,
+			SenderType:     "system",
+			SenderRole:     "system",
+			ContentType:    "system",
+			Content:        "会话已转接给其他客服",
+			AttachmentURLS: emptyJSONList(),
+		}
+		if err := tx.Create(&message).Error; err != nil {
+			return err
+		}
+		return nil
+	})
+}
+
+// GetAvailableSupportAdmins 获取可用客服列表及其会话数
+func (r *Repository) GetAvailableSupportAdmins() ([]SupportAdminDTO, error) {
+	// 查询所有有 chat:view 权限且状态为 active 的管理员
+	type adminRow struct {
+		ID       uint64
+		Nickname string
+	}
+	var admins []adminRow
+	err := r.db.Table("admin_users AS au").
+		Select("au.id, au.nickname").
+		Joins("JOIN admin_user_roles AS aur ON aur.admin_user_id = au.id").
+		Joins("JOIN role_permissions AS rp ON rp.role_id = aur.role_id").
+		Joins("JOIN permissions AS p ON p.id = rp.permission_id").
+		Where("au.status = ? AND p.code = ?", "active", "chat:view").
+		Distinct("au.id").
+		Scan(&admins).Error
+	if err != nil {
+		return nil, err
+	}
+
+	// 统计每个客服的会话数
+	type loadRow struct {
+		AdminID uint64
+		Count   int64
+	}
+	var loads []loadRow
+	adminIDs := make([]uint64, len(admins))
+	for i, a := range admins {
+		adminIDs[i] = a.ID
+	}
+	if len(adminIDs) > 0 {
+		r.db.Table("chat_participants").
+			Select("participant_id AS admin_id, COUNT(*) AS count").
+			Where("participant_type = ? AND role = ? AND participant_id IN ?", "admin", "support", adminIDs).
+			Group("participant_id").
+			Scan(&loads)
+	}
+	loadMap := make(map[uint64]int64)
+	for _, l := range loads {
+		loadMap[l.AdminID] = l.Count
+	}
+
+	result := make([]SupportAdminDTO, len(admins))
+	for i, a := range admins {
+		result[i] = SupportAdminDTO{
+			ID:           a.ID,
+			Nickname:     a.Nickname,
+			ChatCount:    loadMap[a.ID],
+		}
+	}
+	return result, nil
+}
+
+// ListConversationsWithFilter 支持筛选的会话列表
+func (r *Repository) ListConversationsWithFilter(principal Principal, page, pageSize int, filter string) (*PaginatedResult, error) {
+	page, pageSize = normalizePagination(page, pageSize)
+	var total int64
+
+	countDB := r.db.Table("chat_conversations AS c").
+		Joins("JOIN chat_participants AS cp ON cp.conversation_id = c.id")
+
+	switch filter {
+	case "mine":
+		// 只看我的会话
+		countDB = countDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
+	case "unassigned":
+		// 未分配客服的会话
+		countDB = countDB.Where("c.id NOT IN (?)",
+			r.db.Table("chat_participants").Select("conversation_id").Where("participant_type = ? AND role = ?", "admin", "support"))
+	default:
+		// 全部会话（admin 可以看所有）
+		if principal.Type == "admin" {
+			// 管理员看所有会话
+		} else {
+			countDB = countDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
+		}
+	}
+
+	if err := countDB.Count(&total).Error; err != nil {
+		return nil, err
+	}
+
+	var rows []conversationRow
+	offset := (page - 1) * pageSize
+
+	queryDB := r.conversationQuery(principal)
+	switch filter {
+	case "mine":
+		queryDB = queryDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
+	case "unassigned":
+		queryDB = queryDB.Where("c.id NOT IN (?)",
+			r.db.Table("chat_participants").Select("conversation_id").Where("participant_type = ? AND role = ?", "admin", "support"))
+	default:
+		if principal.Type == "admin" {
+			// 管理员看所有会话
+		} else {
+			queryDB = queryDB.Where("cp.participant_type = ? AND cp.participant_id = ?", principal.Type, principal.ID)
+		}
+	}
+
+	err := queryDB.
+		Order("COALESCE(c.last_message_at, c.created_at) DESC, c.id DESC").
+		Offset(offset).
+		Limit(pageSize).
+		Scan(&rows).Error
+	if err != nil {
+		return nil, err
+	}
+
+	items := make([]ConversationDTO, 0, len(rows))
+	for _, row := range rows {
+		items = append(items, row.toDTO(nil))
+	}
+	return &PaginatedResult{Items: items, Total: total, Page: page, PageSize: pageSize}, nil
+}
+
 func fallbackName(participantType string, id uint64, name string) string {
 	if name != "" {
 		return name
@@ -602,6 +825,98 @@ func emptyJSONList() datatypes.JSON {
 	return datatypes.JSON(raw)
 }
 
+// UpdateRemark 更新会话备注
+func (r *Repository) UpdateRemark(principal Principal, conversationID uint64, remark string) error {
+	return r.db.Model(&model.ChatParticipant{}).
+		Where("conversation_id = ? AND participant_type = ? AND participant_id = ?", conversationID, principal.Type, principal.ID).
+		Update("remark", remark).Error
+}
+
+// ListQuickReplies 获取快捷回复列表（个人 + 全局）
+func (r *Repository) ListQuickReplies(adminID uint64) ([]QuickReplyDTO, error) {
+	var replies []model.ChatQuickReply
+	err := r.db.Where("admin_user_id = ? OR admin_user_id = 0", adminID).
+		Order("admin_user_id DESC, sort_order ASC, id ASC").
+		Find(&replies).Error
+	if err != nil {
+		return nil, err
+	}
+	result := make([]QuickReplyDTO, len(replies))
+	for i, reply := range replies {
+		result[i] = QuickReplyDTO{
+			ID:          reply.ID,
+			AdminUserID: reply.AdminUserID,
+			Title:       reply.Title,
+			Content:     reply.Content,
+			SortOrder:   reply.SortOrder,
+			IsGlobal:    reply.AdminUserID == 0,
+		}
+	}
+	return result, nil
+}
+
+// CreateQuickReply 创建快捷回复
+func (r *Repository) CreateQuickReply(adminID uint64, req CreateQuickReplyRequest) (*QuickReplyDTO, error) {
+	reply := model.ChatQuickReply{
+		AdminUserID: adminID,
+		Title:       req.Title,
+		Content:     req.Content,
+		SortOrder:   req.SortOrder,
+	}
+	if err := r.db.Create(&reply).Error; err != nil {
+		return nil, err
+	}
+	return &QuickReplyDTO{
+		ID:          reply.ID,
+		AdminUserID: reply.AdminUserID,
+		Title:       reply.Title,
+		Content:     reply.Content,
+		SortOrder:   reply.SortOrder,
+		IsGlobal:    false,
+	}, nil
+}
+
+// UpdateQuickReply 更新快捷回复
+func (r *Repository) UpdateQuickReply(adminID uint64, replyID uint64, req UpdateQuickReplyRequest) error {
+	query := r.db.Model(&model.ChatQuickReply{}).Where("id = ? AND (admin_user_id = ? OR admin_user_id = 0)", replyID, adminID)
+	updates := map[string]interface{}{}
+	if req.Title != "" {
+		updates["title"] = req.Title
+	}
+	if req.Content != "" {
+		updates["content"] = req.Content
+	}
+	if req.SortOrder != nil {
+		updates["sort_order"] = *req.SortOrder
+	}
+	if len(updates) == 0 {
+		return nil
+	}
+	return query.Updates(updates).Error
+}
+
+// DeleteQuickReply 删除快捷回复
+func (r *Repository) DeleteQuickReply(adminID uint64, replyID uint64) error {
+	return r.db.Where("id = ? AND admin_user_id = ?", replyID, adminID).
+		Delete(&model.ChatQuickReply{}).Error
+}
+
+// GetAutoWelcomeMessage 获取建群自动话术
+func (r *Repository) GetAutoWelcomeMessage() string {
+	var cfg model.SystemConfig
+	if err := r.db.Where("`key` = ?", "chat.auto_welcome_message").First(&cfg).Error; err != nil {
+		return "欢迎加入订单群聊！如有任何问题，请随时沟通。"
+	}
+	return cfg.Value
+}
+
+// UpdateAutoWelcomeMessage 更新建群自动话术
+func (r *Repository) UpdateAutoWelcomeMessage(message string) error {
+	return r.db.Model(&model.SystemConfig{}).
+		Where("`key` = ?", "chat.auto_welcome_message").
+		Update("value", message).Error
+}
+
 func decodeStringList(raw datatypes.JSON) []string {
 	if len(raw) == 0 {
 		return []string{}

backend/internal/modules/chat/service.go

@@ -68,3 +68,79 @@ func (s *Service) MarkRead(principal Principal, conversationID uint64) error {
 	}
 	return s.repo.MarkRead(principal, conversationID)
 }
+
+func (s *Service) TransferConversation(principal Principal, conversationID uint64, req TransferRequest) error {
+	if s.repo == nil {
+		return ErrDependencyUnavailable
+	}
+	if conversationID == 0 || req.ToAdminID == 0 {
+		return ErrInvalidMessage
+	}
+	return s.repo.TransferConversation(principal, conversationID, req.ToAdminID)
+}
+
+func (s *Service) GetAvailableSupportAdmins() ([]SupportAdminDTO, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	return s.repo.GetAvailableSupportAdmins()
+}
+
+func (s *Service) ListConversationsWithFilter(principal Principal, page, pageSize int, filter string) (*PaginatedResult, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	return s.repo.ListConversationsWithFilter(principal, page, pageSize, filter)
+}
+
+func (s *Service) UpdateRemark(principal Principal, conversationID uint64, req UpdateRemarkRequest) error {
+	if s.repo == nil {
+		return ErrDependencyUnavailable
+	}
+	return s.repo.UpdateRemark(principal, conversationID, req.Remark)
+}
+
+func (s *Service) ListQuickReplies(adminID uint64) ([]QuickReplyDTO, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	return s.repo.ListQuickReplies(adminID)
+}
+
+func (s *Service) CreateQuickReply(adminID uint64, req CreateQuickReplyRequest) (*QuickReplyDTO, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	if req.Title == "" || req.Content == "" {
+		return nil, ErrInvalidMessage
+	}
+	return s.repo.CreateQuickReply(adminID, req)
+}
+
+func (s *Service) UpdateQuickReply(adminID uint64, replyID uint64, req UpdateQuickReplyRequest) error {
+	if s.repo == nil {
+		return ErrDependencyUnavailable
+	}
+	return s.repo.UpdateQuickReply(adminID, replyID, req)
+}
+
+func (s *Service) DeleteQuickReply(adminID uint64, replyID uint64) error {
+	if s.repo == nil {
+		return ErrDependencyUnavailable
+	}
+	return s.repo.DeleteQuickReply(adminID, replyID)
+}
+
+func (s *Service) GetAutoWelcomeMessage() string {
+	if s.repo == nil {
+		return ""
+	}
+	return s.repo.GetAutoWelcomeMessage()
+}
+
+func (s *Service) UpdateAutoWelcomeMessage(message string) error {
+	if s.repo == nil {
+		return ErrDependencyUnavailable
+	}
+	return s.repo.UpdateAutoWelcomeMessage(message)
+}

backend/internal/router/router.go

@@ -303,6 +303,15 @@ func New(cfg config.Config, deps Dependencies, logger *zap.Logger) *gin.Engine {
 			adminRoutes.GET("/chats/:id/messages", requirePerm("chat:view"), chatHandler.AdminMessages)
 			adminRoutes.POST("/chats/:id/messages", requirePerm("chat:send"), chatHandler.AdminSend)
 			adminRoutes.POST("/chats/:id/read", requirePerm("chat:view"), chatHandler.AdminMarkRead)
+			adminRoutes.POST("/chats/:id/transfer", requirePerm("chat:send"), chatHandler.AdminTransfer)
+			adminRoutes.GET("/chats/support-admins", requirePerm("chat:view"), chatHandler.AdminSupportAdmins)
+			adminRoutes.PUT("/chats/:id/remark", requirePerm("chat:send"), chatHandler.AdminUpdateRemark)
+			adminRoutes.GET("/chats/quick-replies", requirePerm("chat:view"), chatHandler.AdminListQuickReplies)
+			adminRoutes.POST("/chats/quick-replies", requirePerm("chat:send"), chatHandler.AdminCreateQuickReply)
+			adminRoutes.PUT("/chats/quick-replies/:id", requirePerm("chat:send"), chatHandler.AdminUpdateQuickReply)
+			adminRoutes.DELETE("/chats/quick-replies/:id", requirePerm("chat:send"), chatHandler.AdminDeleteQuickReply)
+			adminRoutes.GET("/chats/auto-welcome", requirePerm("system_config:view"), chatHandler.AdminGetAutoWelcome)
+			adminRoutes.PUT("/chats/auto-welcome", requirePerm("system_config:update"), chatHandler.AdminUpdateAutoWelcome)
 
 			// 角色管理
 			adminRoutes.GET("/roles", requirePerm("role:manage"), adminRoleHandler.List)

backend/migrations/000007_chat_enhancements.sql

@@ -0,0 +1,19 @@
+-- 会话备注字段（个人级别）
+ALTER TABLE chat_participants ADD COLUMN remark VARCHAR(128) DEFAULT '' AFTER last_read_at;
+
+-- 快捷回复表
+CREATE TABLE IF NOT EXISTS chat_quick_replies (
+    id BIGINT PRIMARY KEY AUTO_INCREMENT,
+    admin_user_id BIGINT NOT NULL DEFAULT 0 COMMENT '0=全局, >0=个人',
+    title VARCHAR(64) NOT NULL COMMENT '快捷回复标题',
+    content TEXT NOT NULL COMMENT '回复内容',
+    sort_order INT NOT NULL DEFAULT 0 COMMENT '排序',
+    created_at DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP,
+    updated_at DATETIME NOT NULL DEFAULT CURRENT_TIMESTAMP ON UPDATE CURRENT_TIMESTAMP,
+    INDEX idx_admin_user_id (admin_user_id)
+) ENGINE=InnoDB DEFAULT CHARSET=utf8mb4 COMMENT='快捷回复模板';
+
+-- 建群自动话术配置
+INSERT INTO system_configs (`key`, `value`, description) VALUES
+('chat.auto_welcome_message', '欢迎加入订单群聊！如有任何问题，请随时沟通。', '建群后自动发送的欢迎话术')
+ON DUPLICATE KEY UPDATE description = VALUES(description);

frontend/components.d.ts

@@ -18,6 +18,9 @@ declare module 'vue' {
     ElCheckbox: typeof import('element-plus/es')['ElCheckbox']
     ElCheckboxGroup: typeof import('element-plus/es')['ElCheckboxGroup']
     ElDialog: typeof import('element-plus/es')['ElDialog']
+    ElDropdown: typeof import('element-plus/es')['ElDropdown']
+    ElDropdownItem: typeof import('element-plus/es')['ElDropdownItem']
+    ElDropdownMenu: typeof import('element-plus/es')['ElDropdownMenu']
     ElEmpty: typeof import('element-plus/es')['ElEmpty']
     ElForm: typeof import('element-plus/es')['ElForm']
     ElFormItem: typeof import('element-plus/es')['ElFormItem']
@@ -26,6 +29,7 @@ declare module 'vue' {
     ElInputNumber: typeof import('element-plus/es')['ElInputNumber']
     ElOption: typeof import('element-plus/es')['ElOption']
     ElPagination: typeof import('element-plus/es')['ElPagination']
+    ElRadio: typeof import('element-plus/es')['ElRadio']
     ElRadioButton: typeof import('element-plus/es')['ElRadioButton']
     ElRadioGroup: typeof import('element-plus/es')['ElRadioGroup']
     ElSelect: typeof import('element-plus/es')['ElSelect']

frontend/src/api/chats.ts

@@ -7,6 +7,7 @@ export interface ChatParticipant {
   participant_type: 'user' | 'admin'
   participant_id: number
   role: 'renter' | 'owner' | 'support'
+  remark: string
   display_name: string
   avatar_url: string
   last_read_at?: string
@@ -78,9 +79,9 @@ export async function markChatRead(id: number) {
   return data.data
 }
 
-export async function fetchAdminChats(page = 1, pageSize = 50) {
+export async function fetchAdminChats(page = 1, pageSize = 50, filter = 'all') {
   const { data } = await apiClient.get<ApiResponse<PaginatedResult<ChatConversation>>>('/admin/chats', {
-    params: { page, page_size: pageSize },
+    params: { page, page_size: pageSize, filter },
   })
   return data.data
 }
@@ -106,3 +107,69 @@ export async function markAdminChatRead(id: number) {
   const { data } = await apiClient.post<ApiResponse<{ read: boolean }>>(`/admin/chats/${id}/read`)
   return data.data
 }
+
+export interface SupportAdmin {
+  id: number
+  nickname: string
+  chat_count: number
+}
+
+export async function fetchSupportAdmins() {
+  const { data } = await apiClient.get<ApiResponse<SupportAdmin[]>>('/admin/chats/support-admins')
+  return data.data
+}
+
+export async function transferChat(id: number, toAdminId: number) {
+  const { data } = await apiClient.post<ApiResponse<{ transferred: boolean }>>(`/admin/chats/${id}/transfer`, {
+    to_admin_id: toAdminId,
+  })
+  return data.data
+}
+
+export async function updateChatRemark(id: number, remark: string) {
+  const { data } = await apiClient.put<ApiResponse<{ updated: boolean }>>(`/admin/chats/${id}/remark`, { remark })
+  return data.data
+}
+
+export interface QuickReply {
+  id: number
+  admin_user_id: number
+  title: string
+  content: string
+  sort_order: number
+  is_global: boolean
+}
+
+export async function fetchQuickReplies() {
+  const { data } = await apiClient.get<ApiResponse<QuickReply[]>>('/admin/chats/quick-replies')
+  return data.data
+}
+
+export async function createQuickReply(title: string, content: string, sortOrder = 0) {
+  const { data } = await apiClient.post<ApiResponse<QuickReply>>('/admin/chats/quick-replies', {
+    title,
+    content,
+    sort_order: sortOrder,
+  })
+  return data.data
+}
+
+export async function updateQuickReply(id: number, updates: { title?: string; content?: string; sort_order?: number }) {
+  const { data } = await apiClient.put<ApiResponse<{ updated: boolean }>>(`/admin/chats/quick-replies/${id}`, updates)
+  return data.data
+}
+
+export async function deleteQuickReply(id: number) {
+  const { data } = await apiClient.delete<ApiResponse<{ deleted: boolean }>>(`/admin/chats/quick-replies/${id}`)
+  return data.data
+}
+
+export async function fetchAutoWelcomeMessage() {
+  const { data } = await apiClient.get<ApiResponse<{ message: string }>>('/admin/chats/auto-welcome')
+  return data.data.message
+}
+
+export async function updateAutoWelcomeMessage(message: string) {
+  const { data } = await apiClient.put<ApiResponse<{ updated: boolean }>>('/admin/chats/auto-welcome', { message })
+  return data.data
+}

frontend/src/views/admin/AdminChatsView.vue

@@ -5,13 +5,18 @@ import {
   fetchAdminChat,
   fetchAdminChatMessages,
   fetchAdminChats,
+  fetchQuickReplies,
   markAdminChatRead,
   sendAdminChatMessage,
+  updateChatRemark,
   type ChatConversation,
   type ChatMessage,
+  type QuickReply,
 } from '@/api/chats'
 import { useChatSSE, type ChatEvent } from '@/composables/useChatSSE'
 import { formatDateMinute } from '@/utils/time'
+import TransferDialog from './components/TransferDialog.vue'
+import QuickReplyDialog from './components/QuickReplyDialog.vue'
 
 const currentAdminId = Number(localStorage.getItem('admin_id') || 0)
 
@@ -23,12 +28,30 @@ const messageLoading = ref(false)
 const sending = ref(false)
 const content = ref('')
 const listRef = ref<HTMLElement | null>(null)
+const filter = ref<'all' | 'mine' | 'unassigned'>('mine')
+const transferVisible = ref(false)
+const quickReplyVisible = ref(false)
+const quickReplies = ref<QuickReply[]>([])
+const remarkEditing = ref(false)
+const remarkValue = ref('')
 
 const activeMembers = computed(() => {
   const participants = active.value?.participants || []
-  return participants.map(item => `${roleLabel(item.role)}：${item.display_name}`).join(' / ')
+  return participants.map(item => {
+    const remark = getParticipantRemark(item)
+    const name = remark ? `${remark}(${item.display_name})` : item.display_name
+    return `${roleLabel(item.role)}：${name}`
+  }).join(' / ')
 })
 
+function getParticipantRemark(participant: any) {
+  if (!active.value) return ''
+  const myParticipant = active.value.participants?.find(
+    p => p.participant_type === 'admin' && p.participant_id === currentAdminId
+  )
+  return myParticipant?.remark || ''
+}
+
 function handleSSEEvent(event: ChatEvent) {
   if (event.type === 'conversation_updated') {
     loadConversations(false)
@@ -59,13 +82,13 @@ const { onEvent } = useChatSSE('admin', '/api/admin/chats/events')
 onEvent(handleSSEEvent)
 
 onMounted(async () => {
-  await loadConversations()
+  await Promise.all([loadConversations(), loadQuickReplies()])
 })
 
 async function loadConversations(showLoading = true) {
   if (showLoading) loading.value = true
   try {
-    const res = await fetchAdminChats(1, 100)
+    const res = await fetchAdminChats(1, 100, filter.value)
     conversations.value = res.items
     const first = conversations.value[0]
     if (!active.value && first) {
@@ -78,6 +101,12 @@ async function loadConversations(showLoading = true) {
   }
 }
 
+async function loadQuickReplies() {
+  try {
+    quickReplies.value = await fetchQuickReplies()
+  } catch { /* ignore */ }
+}
+
 async function openConversation(item: ChatConversation) {
   messageLoading.value = true
   try {
@@ -85,6 +114,8 @@ async function openConversation(item: ChatConversation) {
     await loadMessages(item.id)
     await markAdminChatRead(item.id)
     await loadConversations(false)
+    remarkEditing.value = false
+    remarkValue.value = ''
   } catch {
     ElMessage.error('会话详情加载失败')
   } finally {
@@ -115,6 +146,49 @@ async function handleSend() {
   }
 }
 
+function handleQuickReplySelect(reply: QuickReply) {
+  content.value = reply.content
+  quickReplyVisible.value = false
+}
+
+function handleFilterChange(val: string) {
+  filter.value = val as typeof filter.value
+  active.value = null
+  messages.value = []
+  loadConversations()
+}
+
+function handleTransferSuccess() {
+  loadConversations(false)
+  if (active.value) {
+    loadMessages(active.value.id, false)
+  }
+}
+
+async function startEditRemark() {
+  if (!active.value) return
+  const myParticipant = active.value.participants?.find(
+    p => p.participant_type === 'admin' && p.participant_id === currentAdminId
+  )
+  remarkValue.value = myParticipant?.remark || active.value.title
+  remarkEditing.value = true
+}
+
+async function saveRemark() {
+  if (!active.value) return
+  try {
+    await updateChatRemark(active.value.id, remarkValue.value)
+    ElMessage.success('备注已更新')
+    remarkEditing.value = false
+    await fetchAdminChat(active.value.id).then(chat => {
+      active.value = chat
+    })
+    await loadConversations(false)
+  } catch {
+    ElMessage.error('更新备注失败')
+  }
+}
+
 function scrollBottom() {
   const el = listRef.value
   if (!el) return
@@ -135,6 +209,18 @@ function senderLabel(item: ChatMessage) {
   if (item.sender_type === 'system') return '系统'
   return `${roleLabel(item.sender_role)} · ${item.sender_name}`
 }
+
+function getConversationTitle(item: ChatConversation) {
+  const myParticipant = item.participants?.find(
+    p => p.participant_type === 'admin' && p.participant_id === currentAdminId
+  )
+  return myParticipant?.remark || item.title
+}
+
+function getSupportName(item: ChatConversation) {
+  const support = item.participants?.find(p => p.role === 'support')
+  return support?.display_name || '未分配'
+}
 </script>
 
 <template>
@@ -144,11 +230,21 @@ function senderLabel(item: ChatMessage) {
         <h1>客服群聊</h1>
         <p>处理订单三方沟通</p>
       </div>
-      <el-button :loading="loading" @click="loadConversations()">刷新</el-button>
+      <div class="head-right">
+        <el-button @click="quickReplyVisible = true">快捷回复管理</el-button>
+        <el-button :loading="loading" @click="loadConversations()">刷新</el-button>
+      </div>
     </div>
 
     <div class="chat-workbench">
       <aside class="conversation-pane" v-loading="loading">
+        <div class="filter-tabs">
+          <el-radio-group v-model="filter" size="small" @change="handleFilterChange">
+            <el-radio-button value="mine">我的会话</el-radio-button>
+            <el-radio-button value="all">全部</el-radio-button>
+            <el-radio-button value="unassigned">未分配</el-radio-button>
+          </el-radio-group>
+        </div>
         <button
           v-for="item in conversations"
           :key="item.id"
@@ -158,11 +254,14 @@ function senderLabel(item: ChatMessage) {
           @click="openConversation(item)"
         >
           <div class="row-title">
-            <strong>{{ item.title }}</strong>
+            <strong>{{ getConversationTitle(item) }}</strong>
             <span>{{ formatDateMinute(item.last_message_at || item.created_at) }}</span>
           </div>
           <p>{{ item.last_message_preview || '订单群聊已创建' }}</p>
-          <em v-if="item.unread_count > 0">{{ item.unread_count }}</em>
+          <div class="row-meta">
+            <span class="support-name">{{ getSupportName(item) }}</span>
+            <em v-if="item.unread_count > 0">{{ item.unread_count }}</em>
+          </div>
         </button>
         <el-empty v-if="!loading && conversations.length === 0" description="暂无客服会话" />
       </aside>
@@ -170,11 +269,29 @@ function senderLabel(item: ChatMessage) {
       <main class="message-pane">
         <template v-if="active">
           <header class="message-head">
-            <div>
-              <h2>{{ active.title }}</h2>
-              <p>{{ activeMembers }}</p>
+            <div class="head-title">
+              <template v-if="remarkEditing">
+                <el-input
+                  v-model="remarkValue"
+                  size="small"
+                  style="width: 200px"
+                  placeholder="输入备注"
+                  @keyup.enter="saveRemark"
+                />
+                <el-button size="small" type="primary" @click="saveRemark">保存</el-button>
+                <el-button size="small" @click="remarkEditing = false">取消</el-button>
+              </template>
+              <template v-else>
+                <h2>{{ getConversationTitle(active) }} <el-button link size="small" @click="startEditRemark">编辑备注</el-button></h2>
+                <p>{{ activeMembers }}</p>
+              </template>
+            </div>
+            <div class="head-actions">
+              <el-button size="small" @click="transferVisible = true">转接</el-button>
+              <RouterLink :to="`/admin/orders/${active.order_id}`">
+                <el-button size="small">查看订单</el-button>
+              </RouterLink>
             </div>
-            <RouterLink :to="`/admin/orders/${active.order_id}`">查看订单</RouterLink>
           </header>
 
           <div ref="listRef" class="message-list" v-loading="messageLoading">
@@ -195,21 +312,55 @@ function senderLabel(item: ChatMessage) {
           </div>
 
           <footer class="composer">
-            <el-input
-              v-model="content"
-              type="textarea"
-              :rows="3"
-              maxlength="1000"
-              show-word-limit
-              placeholder="输入客服回复"
-              @keydown.enter.exact.prevent="handleSend"
-            />
-            <el-button type="primary" :loading="sending" :disabled="!content.trim()" @click="handleSend">发送</el-button>
+            <div class="composer-tools">
+              <el-dropdown trigger="click" @command="handleQuickReplySelect">
+                <el-button size="small" text>快捷回复</el-button>
+                <template #dropdown>
+                  <el-dropdown-menu>
+                    <el-dropdown-item
+                      v-for="reply in quickReplies"
+                      :key="reply.id"
+                      :command="reply"
+                    >
+                      <span class="reply-title">{{ reply.title }}</span>
+                      <span class="reply-preview">{{ reply.content.slice(0, 30) }}{{ reply.content.length > 30 ? '...' : '' }}</span>
+                    </el-dropdown-item>
+                    <el-dropdown-item v-if="quickReplies.length === 0" disabled>
+                      暂无快捷回复
+                    </el-dropdown-item>
+                  </el-dropdown-menu>
+                </template>
+              </el-dropdown>
+            </div>
+            <div class="composer-input">
+              <el-input
+                v-model="content"
+                type="textarea"
+                :rows="3"
+                maxlength="1000"
+                show-word-limit
+                placeholder="输入客服回复"
+                @keydown.enter.exact.prevent="handleSend"
+              />
+              <el-button type="primary" :loading="sending" :disabled="!content.trim()" @click="handleSend">发送</el-button>
+            </div>
           </footer>
         </template>
         <el-empty v-else description="请选择会话" />
       </main>
     </div>
+
+    <TransferDialog
+      v-if="active"
+      v-model="transferVisible"
+      :conversation-id="active.id"
+      @success="handleTransferSuccess"
+    />
+
+    <QuickReplyDialog
+      v-model="quickReplyVisible"
+      @success="loadQuickReplies"
+    />
   </section>
 </template>
 
@@ -231,6 +382,11 @@ function senderLabel(item: ChatMessage) {
   color: #6b7280;
 }
 
+.head-right {
+  display: flex;
+  gap: 8px;
+}
+
 .chat-workbench {
   display: grid;
   min-height: 640px;
@@ -247,6 +403,11 @@ function senderLabel(item: ChatMessage) {
   background: #f8fafc;
 }
 
+.filter-tabs {
+  padding: 12px;
+  border-bottom: 1px solid #e5e7eb;
+}
+
 .conversation-row {
   position: relative;
   display: block;
@@ -292,10 +453,19 @@ function senderLabel(item: ChatMessage) {
   white-space: nowrap;
 }
 
-.conversation-row em {
-  position: absolute;
-  right: 12px;
-  bottom: 12px;
+.row-meta {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  margin-top: 8px;
+}
+
+.support-name {
+  color: #8a94a6;
+  font-size: 12px;
+}
+
+.row-meta em {
   min-width: 18px;
   height: 18px;
   padding: 0 5px;
@@ -317,23 +487,41 @@ function senderLabel(item: ChatMessage) {
 
 .message-head {
   display: flex;
-  align-items: center;
+  align-items: flex-start;
   justify-content: space-between;
   padding: 14px 18px;
   border-bottom: 1px solid #e5e7eb;
 }
 
-.message-head h2 {
-  margin: 0;
-  font-size: 18px;
+.head-title {
+  flex: 1;
+  min-width: 0;
 }
 
-.message-head p {
+.head-title h2 {
+  margin: 0;
+  font-size: 18px;
+  display: flex;
+  align-items: center;
+  gap: 8px;
+}
+
+.head-title p {
   margin: 6px 0 0;
   color: #6b7280;
   font-size: 13px;
 }
 
+.head-actions {
+  display: flex;
+  gap: 8px;
+  flex-shrink: 0;
+}
+
+.head-actions a {
+  text-decoration: none;
+}
+
 .message-list {
   overflow-y: auto;
   padding: 18px;
@@ -386,11 +574,29 @@ function senderLabel(item: ChatMessage) {
 }
 
 .composer {
+  border-top: 1px solid #e5e7eb;
+}
+
+.composer-tools {
+  padding: 8px 14px;
+  border-bottom: 1px solid #f0f0f0;
+}
+
+.composer-input {
   display: grid;
   grid-template-columns: minmax(0, 1fr) 88px;
   gap: 12px;
   align-items: end;
   padding: 14px;
-  border-top: 1px solid #e5e7eb;
+}
+
+.reply-title {
+  font-weight: 500;
+  margin-right: 8px;
+}
+
+.reply-preview {
+  color: #9ca3af;
+  font-size: 12px;
 }
 </style>

frontend/src/views/admin/AdminSystemConfigsView.vue

@@ -25,6 +25,7 @@ import SalePriceDialog from './components/SalePriceDialog.vue'
 import HomeAnnouncementsDialog from './components/HomeAnnouncementsDialog.vue'
 import HomeBannersDialog from './components/HomeBannersDialog.vue'
 import GeneralConfigDialog from './components/GeneralConfigDialog.vue'
+import AutoWelcomeConfig from './components/AutoWelcomeConfig.vue'
 
 const loading = ref(false)
 const configs = ref<SystemConfig[]>([])
@@ -267,6 +268,8 @@ function formatConfigValue(row: SystemConfig) {
       </div>
     </section>
 
+    <AutoWelcomeConfig />
+
     <el-table v-loading="loading" class="table-panel" :data="regularConfigs">
       <el-table-column prop="key" label="配置项" min-width="260" />
       <el-table-column label="当前值" min-width="180" show-overflow-tooltip>

frontend/src/views/admin/components/AutoWelcomeConfig.vue

@@ -0,0 +1,136 @@
+<script setup lang="ts">
+import { ref, onMounted } from 'vue'
+import { ElMessage } from 'element-plus'
+import { fetchAutoWelcomeMessage, updateAutoWelcomeMessage } from '@/api/chats'
+
+const loading = ref(false)
+const saving = ref(false)
+const message = ref('')
+const editing = ref(false)
+
+onMounted(async () => {
+  await loadMessage()
+})
+
+async function loadMessage() {
+  loading.value = true
+  try {
+    message.value = await fetchAutoWelcomeMessage()
+  } catch {
+    ElMessage.error('加载自动话术失败')
+  } finally {
+    loading.value = false
+  }
+}
+
+async function handleSave() {
+  if (!message.value.trim()) {
+    ElMessage.warning('话术内容不能为空')
+    return
+  }
+  saving.value = true
+  try {
+    await updateAutoWelcomeMessage(message.value.trim())
+    ElMessage.success('保存成功')
+    editing.value = false
+  } catch {
+    ElMessage.error('保存失败')
+  } finally {
+    saving.value = false
+  }
+}
+
+function startEdit() {
+  editing.value = true
+}
+
+function cancelEdit() {
+  editing.value = false
+  loadMessage()
+}
+</script>
+
+<template>
+  <div class="auto-welcome-config" v-loading="loading">
+    <div class="config-header">
+      <h3>建群自动话术</h3>
+      <p>订单群聊创建后自动发送的欢迎消息</p>
+    </div>
+    <div class="config-content">
+      <template v-if="editing">
+        <el-input
+          v-model="message"
+          type="textarea"
+          :rows="4"
+          maxlength="500"
+          show-word-limit
+          placeholder="输入建群后自动发送的话术"
+        />
+        <div class="config-actions">
+          <el-button size="small" @click="cancelEdit">取消</el-button>
+          <el-button size="small" type="primary" :loading="saving" @click="handleSave">
+            保存
+          </el-button>
+        </div>
+      </template>
+      <template v-else>
+        <div class="preview-box">
+          <p>{{ message || '未设置' }}</p>
+        </div>
+        <el-button size="small" @click="startEdit">编辑</el-button>
+      </template>
+    </div>
+  </div>
+</template>
+
+<style scoped>
+.auto-welcome-config {
+  padding: 20px;
+  background: #fff;
+  border: 1px solid #e5e7eb;
+  border-radius: 8px;
+}
+
+.config-header {
+  margin-bottom: 16px;
+}
+
+.config-header h3 {
+  margin: 0 0 4px;
+  font-size: 16px;
+  color: #111827;
+}
+
+.config-header p {
+  margin: 0;
+  color: #6b7280;
+  font-size: 13px;
+}
+
+.config-content {
+  display: flex;
+  flex-direction: column;
+  gap: 12px;
+}
+
+.config-actions {
+  display: flex;
+  justify-content: flex-end;
+  gap: 8px;
+}
+
+.preview-box {
+  padding: 12px;
+  background: #f8fafc;
+  border: 1px solid #e5e7eb;
+  border-radius: 6px;
+  min-height: 60px;
+}
+
+.preview-box p {
+  margin: 0;
+  color: #374151;
+  line-height: 1.5;
+  white-space: pre-wrap;
+}
+</style>

frontend/src/views/admin/components/QuickReplyDialog.vue

@@ -0,0 +1,253 @@
+<script setup lang="ts">
+import { ref, watch } from 'vue'
+import { ElMessage, ElMessageBox } from 'element-plus'
+import {
+  fetchQuickReplies,
+  createQuickReply,
+  updateQuickReply,
+  deleteQuickReply,
+  type QuickReply,
+} from '@/api/chats'
+
+const props = defineProps<{
+  modelValue: boolean
+}>()
+
+const emit = defineEmits<{
+  'update:modelValue': [value: boolean]
+  success: []
+}>()
+
+const visible = ref(false)
+const loading = ref(false)
+const replies = ref<QuickReply[]>([])
+const editingId = ref<number | null>(null)
+const form = ref({
+  title: '',
+  content: '',
+  sort_order: 0,
+})
+
+watch(() => props.modelValue, (val) => {
+  visible.value = val
+  if (val) {
+    loadReplies()
+  }
+})
+
+watch(visible, (val) => {
+  emit('update:modelValue', val)
+})
+
+async function loadReplies() {
+  loading.value = true
+  try {
+    replies.value = await fetchQuickReplies()
+  } catch {
+    ElMessage.error('加载快捷回复失败')
+  } finally {
+    loading.value = false
+  }
+}
+
+function resetForm() {
+  form.value = { title: '', content: '', sort_order: 0 }
+  editingId.value = null
+}
+
+function startEdit(reply: QuickReply) {
+  editingId.value = reply.id
+  form.value = {
+    title: reply.title,
+    content: reply.content,
+    sort_order: reply.sort_order,
+  }
+}
+
+async function handleSubmit() {
+  if (!form.value.title || !form.value.content) {
+    ElMessage.warning('标题和内容不能为空')
+    return
+  }
+  try {
+    if (editingId.value) {
+      await updateQuickReply(editingId.value, form.value)
+      ElMessage.success('更新成功')
+    } else {
+      await createQuickReply(form.value.title, form.value.content, form.value.sort_order)
+      ElMessage.success('创建成功')
+    }
+    resetForm()
+    await loadReplies()
+    emit('success')
+  } catch {
+    ElMessage.error('操作失败')
+  }
+}
+
+async function handleDelete(reply: QuickReply) {
+  if (reply.is_global) {
+    ElMessage.warning('不能删除全局快捷回复')
+    return
+  }
+  try {
+    await ElMessageBox.confirm('确定删除这条快捷回复？', '确认删除', {
+      type: 'warning',
+    })
+    await deleteQuickReply(reply.id)
+    ElMessage.success('删除成功')
+    await loadReplies()
+    emit('success')
+  } catch { /* ignore */ }
+}
+
+function handleCancel() {
+  resetForm()
+}
+</script>
+
+<template>
+  <el-dialog v-model="visible" title="快捷回复管理" width="600px">
+    <div class="quick-reply-content">
+      <div class="reply-form">
+        <el-input
+          v-model="form.title"
+          placeholder="快捷回复标题"
+          maxlength="64"
+          style="margin-bottom: 8px"
+        />
+        <el-input
+          v-model="form.content"
+          type="textarea"
+          :rows="3"
+          placeholder="回复内容"
+          maxlength="500"
+          show-word-limit
+          style="margin-bottom: 8px"
+        />
+        <div class="form-actions">
+          <el-input-number
+            v-model="form.sort_order"
+            :min="0"
+            :max="999"
+            size="small"
+            placeholder="排序"
+            style="width: 120px"
+          />
+          <div>
+            <el-button v-if="editingId" size="small" @click="handleCancel">取消</el-button>
+            <el-button size="small" type="primary" @click="handleSubmit">
+              {{ editingId ? '更新' : '添加' }}
+            </el-button>
+          </div>
+        </div>
+      </div>
+
+      <div class="reply-list" v-loading="loading">
+        <div
+          v-for="reply in replies"
+          :key="reply.id"
+          class="reply-item"
+          :class="{ global: reply.is_global }"
+        >
+          <div class="reply-info">
+            <div class="reply-header">
+              <span class="reply-title">{{ reply.title }}</span>
+              <el-tag v-if="reply.is_global" size="small" type="info">全局</el-tag>
+              <el-tag v-else size="small" type="success">个人</el-tag>
+            </div>
+            <div class="reply-content">{{ reply.content }}</div>
+          </div>
+          <div class="reply-actions">
+            <el-button link size="small" @click="startEdit(reply)">编辑</el-button>
+            <el-button
+              v-if="!reply.is_global"
+              link
+              size="small"
+              type="danger"
+              @click="handleDelete(reply)"
+            >
+              删除
+            </el-button>
+          </div>
+        </div>
+        <el-empty v-if="!loading && replies.length === 0" description="暂无快捷回复" />
+      </div>
+    </div>
+  </el-dialog>
+</template>
+
+<style scoped>
+.quick-reply-content {
+  display: flex;
+  flex-direction: column;
+  gap: 16px;
+  max-height: 60vh;
+}
+
+.reply-form {
+  padding: 16px;
+  background: #f8fafc;
+  border-radius: 8px;
+  border: 1px solid #e5e7eb;
+}
+
+.form-actions {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+}
+
+.reply-list {
+  overflow-y: auto;
+  max-height: 400px;
+}
+
+.reply-item {
+  display: flex;
+  align-items: flex-start;
+  justify-content: space-between;
+  padding: 12px;
+  border: 1px solid #e5e7eb;
+  border-radius: 8px;
+  margin-bottom: 8px;
+}
+
+.reply-item.global {
+  background: #f0f9ff;
+  border-color: #bae6fd;
+}
+
+.reply-info {
+  flex: 1;
+  min-width: 0;
+}
+
+.reply-header {
+  display: flex;
+  align-items: center;
+  gap: 8px;
+  margin-bottom: 4px;
+}
+
+.reply-title {
+  font-weight: 500;
+  color: #111827;
+}
+
+.reply-content {
+  color: #6b7280;
+  font-size: 13px;
+  line-height: 1.4;
+  overflow: hidden;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.reply-actions {
+  display: flex;
+  gap: 4px;
+  flex-shrink: 0;
+  margin-left: 12px;
+}
+</style>

frontend/src/views/admin/components/TransferDialog.vue

@@ -0,0 +1,131 @@
+<script setup lang="ts">
+import { ref, watch } from 'vue'
+import { ElMessage } from 'element-plus'
+import { fetchSupportAdmins, transferChat, type SupportAdmin } from '@/api/chats'
+
+const props = defineProps<{
+  modelValue: boolean
+  conversationId: number
+}>()
+
+const emit = defineEmits<{
+  'update:modelValue': [value: boolean]
+  success: []
+}>()
+
+const visible = ref(false)
+const loading = ref(false)
+const submitting = ref(false)
+const admins = ref<SupportAdmin[]>([])
+const selectedAdminId = ref<number | null>(null)
+
+watch(() => props.modelValue, (val) => {
+  visible.value = val
+  if (val) {
+    loadAdmins()
+  }
+})
+
+watch(visible, (val) => {
+  emit('update:modelValue', val)
+})
+
+async function loadAdmins() {
+  loading.value = true
+  try {
+    admins.value = await fetchSupportAdmins()
+  } catch {
+    ElMessage.error('加载客服列表失败')
+  } finally {
+    loading.value = false
+  }
+}
+
+async function handleSubmit() {
+  if (!selectedAdminId.value) {
+    ElMessage.warning('请选择目标客服')
+    return
+  }
+  submitting.value = true
+  try {
+    await transferChat(props.conversationId, selectedAdminId.value)
+    ElMessage.success('转接成功')
+    visible.value = false
+    emit('success')
+  } catch {
+    ElMessage.error('转接失败')
+  } finally {
+    submitting.value = false
+  }
+}
+</script>
+
+<template>
+  <el-dialog v-model="visible" title="转接会话" width="400px">
+    <div v-loading="loading" class="transfer-content">
+      <p class="tip">选择要转接给的客服：</p>
+      <el-radio-group v-model="selectedAdminId" class="admin-list">
+        <el-radio
+          v-for="admin in admins"
+          :key="admin.id"
+          :value="admin.id"
+          class="admin-item"
+        >
+          <span class="admin-name">{{ admin.nickname }}</span>
+          <span class="admin-count">当前 {{ admin.chat_count }} 个会话</span>
+        </el-radio>
+      </el-radio-group>
+      <el-empty v-if="!loading && admins.length === 0" description="暂无可用客服" />
+    </div>
+    <template #footer>
+      <el-button @click="visible = false">取消</el-button>
+      <el-button type="primary" :loading="submitting" :disabled="!selectedAdminId" @click="handleSubmit">
+        确认转接
+      </el-button>
+    </template>
+  </el-dialog>
+</template>
+
+<style scoped>
+.transfer-content {
+  min-height: 100px;
+}
+
+.tip {
+  margin: 0 0 16px;
+  color: #6b7280;
+  font-size: 14px;
+}
+
+.admin-list {
+  display: flex;
+  flex-direction: column;
+  gap: 12px;
+  width: 100%;
+}
+
+.admin-item {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  height: auto;
+  padding: 12px;
+  border: 1px solid #e5e7eb;
+  border-radius: 8px;
+  margin-right: 0;
+}
+
+.admin-item.is-checked {
+  border-color: #409eff;
+  background: #ecf5ff;
+}
+
+.admin-name {
+  font-weight: 500;
+}
+
+.admin-count {
+  color: #9ca3af;
+  font-size: 13px;
+}
+</style>