客服可以给会话设置个人备注, 设置快捷回复

建群自动话术
2026-05-27 06:43:24 +08:00
parent a002987784
commit 138f0514a9
15 changed files with 1462 additions and 34 deletions
@@ -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{}