优化咨询客服

backend/internal/model/chat.go

@@ -8,7 +8,7 @@ import (
 
 type ChatConversation struct {
 	ID                 uint64     `gorm:"primaryKey" json:"id"`
-	OrderID            uint64     `gorm:"not null;uniqueIndex" json:"order_id"`
+	OrderID            *uint64    `gorm:"uniqueIndex" json:"order_id"`
 	Type               string     `gorm:"size:32;not null;default:'order_group'" json:"type"`
 	Title              string     `gorm:"size:128;not null" json:"title"`
 	Status             string     `gorm:"size:32;not null;default:'active'" json:"status"`

backend/internal/modules/chat/dto.go

@@ -9,7 +9,7 @@ type Principal struct {
 
 type ConversationDTO struct {
 	ID                 uint64           `json:"id"`
-	OrderID            uint64           `json:"order_id"`
+	OrderID            *uint64          `json:"order_id"`
 	Type               string           `json:"type"`
 	Title              string           `json:"title"`
 	Status             string           `json:"status"`

backend/internal/modules/chat/handler.go

@@ -81,6 +81,20 @@ func (h *Handler) OrderConversation(c *gin.Context) {
 	response.OK(c, item)
 }
 
+func (h *Handler) EnsureSupportConversation(c *gin.Context) {
+	userID, ok := currentUserID(c)
+	if !ok {
+		response.Unauthorized(c, "缺少用户上下文")
+		return
+	}
+	item, err := h.service.EnsureSupportConversation(userID)
+	if err != nil {
+		writeChatError(c, err)
+		return
+	}
+	response.OK(c, item)
+}
+
 func (h *Handler) Messages(c *gin.Context) {
 	userID, ok := currentUserID(c)
 	if !ok {

backend/internal/modules/chat/repository.go

@@ -43,7 +43,7 @@ func EnsureOrderConversation(tx *gorm.DB, order model.RentalOrder) (*model.ChatC
 
 	now := time.Now()
 	conversation := model.ChatConversation{
-		OrderID: order.ID,
+		OrderID: &order.ID,
 		Type:    "order_group",
 		Title:   orderConversationTitle(order),
 		Status:  "active",
@@ -182,6 +182,89 @@ func (r *Repository) FindOrderConversation(userID uint64, orderID uint64) (*Conv
 	return &dto, nil
 }
 
+func (r *Repository) EnsureSupportConversation(userID uint64) (*ConversationDTO, error) {
+	var conversationID uint64
+	err := r.db.Transaction(func(tx *gorm.DB) error {
+		var existing model.ChatConversation
+		err := tx.Table("chat_conversations AS c").
+			Select("c.*").
+			Joins("JOIN chat_participants AS cp ON cp.conversation_id = c.id").
+			Where("c.type = ? AND cp.participant_type = ? AND cp.participant_id = ?", "general_support", "user", userID).
+			Order("c.id ASC").
+			First(&existing).Error
+		if err == nil {
+			conversationID = existing.ID
+			return nil
+		}
+		if !errors.Is(err, gorm.ErrRecordNotFound) {
+			return err
+		}
+
+		now := time.Now()
+		conversation := model.ChatConversation{
+			Type:   "general_support",
+			Title:  "平台客服",
+			Status: "active",
+		}
+		if err := tx.Create(&conversation).Error; err != nil {
+			return err
+		}
+
+		participants := []model.ChatParticipant{
+			{
+				ConversationID:  conversation.ID,
+				ParticipantType: "user",
+				ParticipantID:   userID,
+				Role:            "customer",
+				JoinedAt:        now,
+			},
+		}
+		if supportID := defaultSupportAdminID(tx); supportID > 0 {
+			participants = append(participants, model.ChatParticipant{
+				ConversationID:  conversation.ID,
+				ParticipantType: "admin",
+				ParticipantID:   supportID,
+				Role:            "support",
+				JoinedAt:        now,
+			})
+		}
+		for _, participant := range participants {
+			if err := tx.Clauses(clause.OnConflict{DoNothing: true}).Create(&participant).Error; err != nil {
+				return err
+			}
+		}
+
+		message := model.ChatMessage{
+			ConversationID: conversation.ID,
+			SenderType:     "system",
+			SenderRole:     "system",
+			ContentType:    "system",
+			Content:        "您好，客服会尽快回复，请直接描述您遇到的问题。",
+			AttachmentURLS: emptyJSONList(),
+		}
+		if err := tx.Create(&message).Error; err != nil {
+			return err
+		}
+		conversation.LastMessageID = &message.ID
+		conversation.LastMessagePreview = truncatePreview(message.Content)
+		conversation.LastMessageAt = &message.CreatedAt
+		if err := tx.Save(&conversation).Error; err != nil {
+			return err
+		}
+		conversationID = conversation.ID
+		return nil
+	})
+	if err != nil {
+		return nil, err
+	}
+	item, err := r.FindConversation(Principal{Type: "user", ID: userID}, conversationID)
+	if err != nil {
+		return nil, err
+	}
+	r.NotifyNewConversation(conversationID)
+	return item, nil
+}
+
 func (r *Repository) Messages(principal Principal, conversationID uint64, page, pageSize int) (*PaginatedResult, error) {
 	page, pageSize = normalizePagination(page, pageSize)
 	if _, err := r.findParticipant(r.db, principal, conversationID, false); err != nil {
@@ -473,7 +556,7 @@ func (r *Repository) adminNames(ids []uint64) (map[uint64]string, error) {
 
 type conversationRow struct {
 	ID                 uint64
-	OrderID            uint64
+	OrderID            *uint64
 	Type               string
 	Title              string
 	Status             string

backend/internal/modules/chat/service.go

@@ -41,6 +41,16 @@ func (s *Service) FindOrderConversation(userID uint64, orderID uint64) (*Convers
 	return s.repo.FindOrderConversation(userID, orderID)
 }
 
+func (s *Service) EnsureSupportConversation(userID uint64) (*ConversationDTO, error) {
+	if s.repo == nil {
+		return nil, ErrDependencyUnavailable
+	}
+	if userID == 0 {
+		return nil, ErrPermissionDenied
+	}
+	return s.repo.EnsureSupportConversation(userID)
+}
+
 func (s *Service) Messages(principal Principal, conversationID uint64, page, pageSize int) (*PaginatedResult, error) {
 	if s.repo == nil {
 		return nil, ErrDependencyUnavailable

backend/internal/router/router.go

@@ -247,6 +247,7 @@ func New(cfg config.Config, deps Dependencies, logger *zap.Logger) *gin.Engine {
 			if chatHubHandler != nil {
 				chatRoutes.GET("/events", chatHubHandler.UserEvents)
 			}
+			chatRoutes.POST("/support", chatHandler.EnsureSupportConversation)
 			chatRoutes.GET("", chatHandler.List)
 			chatRoutes.GET("/:id", chatHandler.Detail)
 			chatRoutes.GET("/:id/messages", chatHandler.Messages)

backend/migrations/000001_init.sql

@@ -315,7 +315,7 @@ CREATE TABLE system_configs (
 
 CREATE TABLE chat_conversations (
   id BIGINT UNSIGNED PRIMARY KEY AUTO_INCREMENT,
-  order_id BIGINT UNSIGNED NOT NULL,
+  order_id BIGINT UNSIGNED NULL,
   type VARCHAR(32) NOT NULL DEFAULT 'order_group',
   title VARCHAR(128) NOT NULL,
   status VARCHAR(32) NOT NULL DEFAULT 'active',

backend/migrations/000004_support_chat.sql

@@ -0,0 +1,2 @@
+ALTER TABLE chat_conversations
+  MODIFY order_id BIGINT UNSIGNED NULL;

frontend/src/api/chats.ts

@@ -6,7 +6,7 @@ export interface ChatParticipant {
   conversation_id: number
   participant_type: 'user' | 'admin'
   participant_id: number
-  role: 'renter' | 'owner' | 'support'
+  role: 'renter' | 'owner' | 'support' | 'customer'
   remark: string
   display_name: string
   avatar_url: string
@@ -16,11 +16,11 @@ export interface ChatParticipant {
 
 export interface ChatConversation {
   id: number
-  order_id: number
+  order_id: number | null
   type: string
   title: string
   status: string
-  role: 'renter' | 'owner' | 'support'
+  role: 'renter' | 'owner' | 'support' | 'customer'
   participants?: ChatParticipant[]
   last_message_id?: number
   last_message_preview: string
@@ -35,7 +35,7 @@ export interface ChatMessage {
   conversation_id: number
   sender_type: 'user' | 'admin' | 'system'
   sender_id: number
-  sender_role: 'renter' | 'owner' | 'support' | 'system'
+  sender_role: 'renter' | 'owner' | 'support' | 'customer' | 'system'
   sender_name: string
   sender_avatar: string
   is_self: boolean
@@ -62,6 +62,11 @@ export async function fetchOrderChat(orderId: number) {
   return data.data
 }
 
+export async function ensureSupportChat() {
+  const { data } = await apiClient.post<ApiResponse<ChatConversation>>('/chats/support')
+  return data.data
+}
+
 export async function fetchChatMessages(id: number, page = 1, pageSize = 100) {
   const { data } = await apiClient.get<ApiResponse<PaginatedResult<ChatMessage>>>(`/chats/${id}/messages`, {
     params: { page, page_size: pageSize },

frontend/src/layouts/AppLayout.vue

@@ -1,6 +1,7 @@
 <script setup lang="ts">
 import { ref } from "vue";
 import { useRouter } from "vue-router";
+import { ElMessage } from "element-plus";
 import {
   ArrowDown,
   ChatDotRound,
@@ -13,6 +14,7 @@ import {
   UserFilled,
   Wallet,
 } from "@element-plus/icons-vue";
+import { ensureSupportChat } from "@/api/chats";
 import { useSessionStore } from "@/stores/session";
 
 const session = useSessionStore();
@@ -26,12 +28,30 @@ const navItems = [
 ];
 
 const showUserDropdown = ref(false);
+const supportLoading = ref(false);
 
 function handleLogout() {
   session.logout();
   showUserDropdown.value = false;
   router.replace("/");
 }
+
+async function handleSupportClick() {
+  if (!session.isLoggedIn) {
+    router.push({ path: "/login", query: { redirect: router.currentRoute.value.fullPath } });
+    return;
+  }
+  if (supportLoading.value) return;
+  supportLoading.value = true;
+  try {
+    const chat = await ensureSupportChat();
+    router.push(`/messages/${chat.id}`);
+  } catch {
+    ElMessage.error("联系客服失败，请稍后重试");
+  } finally {
+    supportLoading.value = false;
+  }
+}
 </script>
 
 <template>
@@ -63,10 +83,10 @@ function handleLogout() {
       </div>
 
       <div class="pc-user-actions">
-        <RouterLink class="pc-icon-link service-link" to="/notifications" title="联系客服">
+        <button class="pc-icon-link service-link" type="button" title="联系客服" @click="handleSupportClick">
           <el-icon><Service /></el-icon>
-          <span>客服</span>
+          <span>{{ supportLoading ? "接入中" : "客服" }}</span>
-        </RouterLink>
+        </button>
 
         <RouterLink class="pc-post-link" :to="session.isLoggedIn ? '/seller/listings/create' : '/login'">
           <el-icon><CirclePlus /></el-icon>
@@ -310,6 +330,7 @@ function handleLogout() {
   font-size: 14px;
   font-weight: 700;
   text-decoration: none;
+  cursor: pointer;
   transition: all 0.2s;
   white-space: nowrap;
 }

frontend/src/views/account/ChatView.vue

@@ -28,7 +28,7 @@ const listRef = ref<HTMLElement | null>(null)
 const conversationID = computed(() => Number(route.params.id || 0))
 const memberText = computed(() => {
   const participants = conversation.value?.participants || []
-  if (participants.length === 0) return '订单群聊'
+  if (participants.length === 0) return conversation.value?.type === 'general_support' ? '平台客服' : '订单群聊'
   return participants.map(item => roleLabel(item.role)).join(' · ')
 })
 
@@ -138,6 +138,7 @@ function roleLabel(role: string) {
     renter: '租客',
     owner: '号主',
     support: '客服',
+    customer: '咨询',
     system: '系统',
   }
   return map[role] || '成员'
@@ -166,7 +167,7 @@ function handleKeydown(e: KeyboardEvent) {
           <span>返回</span>
         </button>
         <div class="chat-title">
-          <h2>{{ conversation?.title || '订单群聊' }}</h2>
+          <h2>{{ conversation?.title || '客服会话' }}</h2>
           <p>{{ memberText }}</p>
         </div>
         <el-button

frontend/src/views/account/MessagesView.vue

@@ -51,12 +51,12 @@ function openConversation(item: ChatConversation) {
 }
 
 function roleLabel(role: string) {
-  const map: Record<string, string> = { renter: '租客', owner: '号主', support: '客服' }
+  const map: Record<string, string> = { renter: '租客', owner: '号主', support: '客服', customer: '咨询' }
   return map[role] || '成员'
 }
 
 function previewText(item: ChatConversation) {
-  return item.last_message_preview || '订单群聊已创建'
+  return item.last_message_preview || (item.type === 'general_support' ? '客服会话已创建' : '订单群聊已创建')
 }
 </script>
 
@@ -66,7 +66,7 @@ function previewText(item: ChatConversation) {
       <div class="page-header">
         <p class="eyebrow">Messages</p>
         <h1>消息</h1>
-        <p>{{ unreadTotal > 0 ? `${unreadTotal} 条未读` : '查看订单群聊消息，与租客、号主和客服沟通。' }}</p>
+        <p>{{ unreadTotal > 0 ? `${unreadTotal} 条未读` : '查看订单群聊和平台客服消息。' }}</p>
       </div>
       <div class="header-actions">
         <el-button :icon="Refresh" :loading="loading" @click="loadChats(true)">刷新</el-button>
@@ -77,7 +77,7 @@ function previewText(item: ChatConversation) {
     <div v-if="loading && conversations.length === 0" class="message-loading" v-loading="loading" />
 
     <div v-else-if="!loading && conversations.length === 0" class="empty-panel">
-      <el-empty description="暂无订单群聊">
+      <el-empty description="暂无会话">
         <el-button type="primary" :icon="Tickets" @click="router.push('/orders')">查看订单</el-button>
       </el-empty>
     </div>
@@ -101,7 +101,7 @@ function previewText(item: ChatConversation) {
           </div>
           <div class="conversation-meta">
             <span class="role-chip">{{ roleLabel(item.role) }}</span>
-            <span class="order-id">订单 #{{ item.order_id }}</span>
+            <span class="order-id">{{ item.order_id ? `订单 #${item.order_id}` : '平台客服' }}</span>
           </div>
           <p class="conversation-preview">{{ previewText(item) }}</p>
         </div>

frontend/src/views/admin/AdminChatsView.vue

@@ -200,6 +200,7 @@ function roleLabel(role: string) {
     renter: '租客',
     owner: '号主',
     support: '客服',
+    customer: '咨询',
     system: '系统',
   }
   return map[role] || '成员'
@@ -227,8 +228,8 @@ function getSupportName(item: ChatConversation) {
   <section class="admin-page">
     <div class="page-head">
       <div>
-        <h1>客服群聊</h1>
+        <h1>客服会话</h1>
-        <p>处理订单三方沟通</p>
+        <p>处理订单三方沟通和平台咨询</p>
       </div>
       <div class="head-right">
         <el-button @click="quickReplyVisible = true">快捷回复管理</el-button>
@@ -257,7 +258,7 @@ function getSupportName(item: ChatConversation) {
             <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>
+          <p>{{ item.last_message_preview || (item.type === 'general_support' ? '客服会话已创建' : '订单群聊已创建') }}</p>
           <div class="row-meta">
             <span class="support-name">{{ getSupportName(item) }}</span>
             <em v-if="item.unread_count > 0">{{ item.unread_count }}</em>
@@ -288,7 +289,7 @@ function getSupportName(item: ChatConversation) {
             </div>
             <div class="head-actions">
               <el-button size="small" @click="transferVisible = true">转接</el-button>
-              <RouterLink :to="`/admin/orders/${active.order_id}`">
+              <RouterLink v-if="active.order_id" :to="`/admin/orders/${active.order_id}`">
                 <el-button size="small">查看订单</el-button>
               </RouterLink>
             </div>

frontend/src/views/mobile/MobileChatView.vue

@@ -27,7 +27,7 @@ const listRef = ref<HTMLElement | null>(null)
 const conversationID = computed(() => Number(route.params.id || 0))
 const memberText = computed(() => {
   const participants = conversation.value?.participants || []
-  if (participants.length === 0) return '订单群聊'
+  if (participants.length === 0) return conversation.value?.type === 'general_support' ? '平台客服' : '订单群聊'
   return participants.map(item => roleLabel(item.role)).join(' · ')
 })
 
@@ -123,6 +123,7 @@ function roleLabel(role: string) {
     renter: '租客',
     owner: '号主',
     support: '客服',
+    customer: '咨询',
     system: '系统',
   }
   return map[role] || '成员'
@@ -141,12 +142,13 @@ function senderLabel(message: ChatMessage) {
         <van-icon name="arrow-left" :size="20" />
       </button>
       <div class="chat-title">
-        <h1>{{ conversation?.title || '订单群聊' }}</h1>
+        <h1>{{ conversation?.title || '客服会话' }}</h1>
         <p>{{ memberText }}</p>
       </div>
-      <button class="icon-btn" type="button" @click="conversation && router.push(`/m/orders/${conversation.order_id}`)">
+      <button v-if="conversation?.order_id" class="icon-btn" type="button" @click="router.push(`/m/orders/${conversation.order_id}`)">
         <van-icon name="orders-o" :size="20" />
       </button>
+      <span v-else class="icon-placeholder"></span>
     </header>
 
     <section ref="listRef" class="message-list" :class="{ loading }">
@@ -216,6 +218,12 @@ function senderLabel(message: ChatMessage) {
   color: #374151;
 }
 
+.icon-placeholder {
+  display: block;
+  width: 44px;
+  height: 44px;
+}
+
 .chat-title {
   min-width: 0;
   text-align: center;

frontend/src/views/mobile/MobileHomeView.vue

@@ -1,9 +1,10 @@
 <script setup lang="ts">
 import { computed, onMounted, ref } from "vue";
-import { RouterLink } from "vue-router";
+import { RouterLink, useRouter } from "vue-router";
 import { showToast } from "vant";
 import MobileBottomNav from "@/components/MobileBottomNav.vue";
 
+import { ensureSupportChat } from "@/api/chats";
 import {
   emptyListingPublishOptions,
   type ListingPublishOptions,
@@ -36,7 +37,10 @@ import {
   readAssetNumber,
   readAssetString,
 } from "@/utils/listingDisplay";
+import { useSessionStore } from "@/stores/session";
 
+const router = useRouter();
+const session = useSessionStore();
 const loading = ref(false);
 const loadFailed = ref(false);
 const listings = ref<Listing[]>([]);
@@ -50,6 +54,7 @@ const refreshing = ref(false);
 const searchValue = ref("");
 const announcements = ref<string[]>(defaultHomeAnnouncements);
 const bannerSlides = ref<HomeBannerSlide[]>(defaultHomeBanners);
+const supportLoading = ref(false);
 
 const sortOptions = [
   { key: "comprehensive", label: "综合排序" },
@@ -81,6 +86,23 @@ const activeSortLabel = computed(
     "综合排序"
 );
 
+async function handleSupportClick() {
+  if (!session.isLoggedIn) {
+    router.push({ path: "/m/login", query: { redirect: router.currentRoute.value.fullPath } });
+    return;
+  }
+  if (supportLoading.value) return;
+  supportLoading.value = true;
+  try {
+    const chat = await ensureSupportChat();
+    router.push(`/m/chats/${chat.id}`);
+  } catch {
+    showToast({ message: "联系客服失败，请稍后重试", icon: "cross" });
+  } finally {
+    supportLoading.value = false;
+  }
+}
+
 const serverFilterOptions = computed(() =>
   uniqueOptions(
     publishOptions.value.server_options
@@ -327,7 +349,9 @@ function uniqueOptions(values: string[]) {
           placeholder="搜区服 / 段位"
           class="home-search"
         />
-        <button class="mobile-service" type="button">客服</button>
+        <button class="mobile-service" type="button" :disabled="supportLoading" @click="handleSupportClick">
+          {{ supportLoading ? "接入中" : "客服" }}
+        </button>
       </div>
 
       <!-- 防骗提示卡片（不用 van-notice-bar） -->
@@ -498,4 +522,3 @@ function uniqueOptions(values: string[]) {
 </template>
 
 <style scoped src="./MobileHomeView.css"></style>
-

frontend/src/views/mobile/MobileMessagesView.vue

@@ -62,12 +62,13 @@ function roleLabel(role: string) {
     renter: '租客',
     owner: '号主',
     support: '客服',
+    customer: '咨询',
   }
   return map[role] || '成员'
 }
 
 function previewText(item: ChatConversation) {
-  return item.last_message_preview || '订单群聊已创建'
+  return item.last_message_preview || (item.type === 'general_support' ? '客服会话已创建' : '订单群聊已创建')
 }
 
 const unreadTotal = computed(() => conversations.value.reduce((sum, item) => sum + item.unread_count, 0))
@@ -93,7 +94,7 @@ const unreadTotal = computed(() => conversations.value.reduce((sum, item) => sum
       >
         <van-empty
           v-if="!loading && conversations.length === 0"
-          description="暂无订单群聊"
+          description="暂无会话"
           class="empty-state"
         />
 
@@ -116,7 +117,7 @@ const unreadTotal = computed(() => conversations.value.reduce((sum, item) => sum
               </div>
               <div class="conversation-meta">
                 <span class="role-chip">{{ roleLabel(item.role) }}</span>
-                <span>订单 #{{ item.order_id }}</span>
+                <span>{{ item.order_id ? `订单 #${item.order_id}` : '平台客服' }}</span>
               </div>
               <p>{{ previewText(item) }}</p>
             </div>