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支持客服入口按业务场景分流到客服分组

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联系客服支持 scene（general/mohong），按用户与场景复用会话；摸大红入口走摸大红分组选人。
This commit is contained in:
yml2213
2026-07-16 20:05:10 +08:00
parent e07532a188
commit 66ca2693b3
17 changed files with 224 additions and 21 deletions
Download Patch File Download Diff File Expand all files Collapse all files
backend/internal/modules/chat/conversation.go
+32 -7
View File
@@ -58,6 +58,7 @@ func (r *Repository) FindConversation(ctx context.Context, principal Principal,
OrderID: conversation.OrderID,
ListingID: conversation.ListingID,
Type: conversation.Type,
SupportScene: conversation.SupportScene,
Title: conversation.Title,
Status: conversation.Status,
Role: "admin", // 管理员角色
@@ -131,20 +132,43 @@ func (r *Repository) FindOrderConversation(ctx context.Context, userID uint64, o
dto := row.toDTO(participants)
return &dto, nil
}
func (r *Repository) EnsureSupportConversation(ctx context.Context, userID uint64) (*ConversationDTO, error) {
func (r *Repository) EnsureSupportConversation(ctx context.Context, userID uint64, scene string) (*ConversationDTO, error) {
scene, title, groupCode, welcome := resolveSupportScene(scene)
var conversationID uint64
err := r.db.WithContext(ctx).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).
Where(
"c.type = ? AND c.support_scene = ? AND cp.participant_type = ? AND cp.participant_id = ?",
ConversationTypeGeneralSupport, scene, "user", userID,
).
Order("c.id ASC").
Limit(1).
Find(&existing).Error
if err != nil {
return err
}
// 兼容旧数据：scene=general 时也匹配未回填 support_scene 的历史会话
if existing.ID == 0 && scene == SupportSceneGeneral {
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 (c.support_scene = '' OR c.support_scene IS NULL) AND cp.participant_type = ? AND cp.participant_id = ?",
ConversationTypeGeneralSupport, "user", userID,
).
Order("c.id ASC").
Limit(1).
Find(&existing).Error
if err != nil {
return err
}
if existing.ID > 0 && existing.SupportScene == "" {
_ = tx.Model(&existing).Update("support_scene", SupportSceneGeneral).Error
}
}
if existing.ID > 0 {
conversationID = existing.ID
return nil
@@ -152,9 +176,10 @@ func (r *Repository) EnsureSupportConversation(ctx context.Context, userID uint6
now := time.Now()
conversation := model.ChatConversation{
Type: "general_support",
Title: "平台客服",
Status: "active",
Type: ConversationTypeGeneralSupport,
SupportScene: scene,
Title: title,
Status: "active",
}
if err := tx.Create(&conversation).Error; err != nil {
return err
@@ -169,7 +194,7 @@ func (r *Repository) EnsureSupportConversation(ctx context.Context, userID uint6
JoinedAt: now,
},
}
if supportID := defaultSupportAdminID(tx); supportID > 0 {
if supportID := pickSupportAdminForScene(tx, groupCode); supportID > 0 {
participants = append(participants, model.ChatParticipant{
ConversationID: conversation.ID,
ParticipantType: "admin",
@@ -189,7 +214,7 @@ func (r *Repository) EnsureSupportConversation(ctx context.Context, userID uint6
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。",
Content: welcome,
AttachmentURLS: emptyJSONList(),
}
if err := tx.Create(&message).Error; err != nil {
backend/internal/modules/chat/dto.go
+7
View File
@@ -17,6 +17,7 @@ type ConversationDTO struct {
LatestHandoffStatus string `json:"latest_handoff_status,omitempty"`
LatestRefundStatus string `json:"latest_refund_status,omitempty"`
Type string `json:"type"`
SupportScene string `json:"support_scene,omitempty"`
Title string `json:"title"`
Status string `json:"status"`
Role string `json:"role"`
@@ -32,6 +33,12 @@ type ConversationDTO struct {
UpdatedAt time.Time `json:"updated_at"`
}
// EnsureSupportRequest 创建/复用客服会话。
type EnsureSupportRequest struct {
// Scene 业务场景：general（默认）/ mohong（摸大红）
Scene string `json:"scene"`
}
type ParticipantDTO struct {
ID uint64 `json:"id"`
ConversationID uint64 `json:"conversation_id"`
backend/internal/modules/chat/handler_user.go
+4 -1
View File
@@ -62,7 +62,10 @@ func (h *Handler) EnsureSupportConversation(c *gin.Context) {
response.Unauthorized(c, "缺少用户上下文")
return
}
item, err := h.service.EnsureSupportConversation(c.Request.Context(), userID)
var req EnsureSupportRequest
// scene 可选；空 body 仍按平台客服处理
_ = c.ShouldBindJSON(&req)
item, err := h.service.EnsureSupportConversation(c.Request.Context(), userID, req.Scene)
if err != nil {
writeChatError(c, err)
return
backend/internal/modules/chat/participant.go
+3 -1
View File
@@ -21,6 +21,7 @@ type conversationRow struct {
LatestHandoffStatus string
LatestRefundStatus string
Type string
SupportScene string
Title string
Status string
Role string
@@ -37,7 +38,7 @@ type conversationRow struct {
func (r *Repository) conversationQuery(ctx context.Context, principal Principal) *gorm.DB {
return r.db.WithContext(ctx).Table("chat_conversations AS c").
Select(`c.id, c.order_id, c.listing_id, c.type, c.title, c.status, c.last_message_id,
Select(`c.id, c.order_id, c.listing_id, c.type, c.support_scene, c.title, c.status, c.last_message_id,
c.last_message_preview, c.last_message_at, c.created_at, c.updated_at, cp.role,
(
SELECT COUNT(1)
@@ -300,6 +301,7 @@ func (row conversationRow) toDTO(participants []ParticipantDTO) ConversationDTO
LatestHandoffStatus: row.LatestHandoffStatus,
LatestRefundStatus: row.LatestRefundStatus,
Type: row.Type,
SupportScene: row.SupportScene,
Title: row.Title,
Status: row.Status,
Role: row.Role,
backend/internal/modules/chat/service.go
+2 -2
View File
@@ -54,14 +54,14 @@ func (s *Service) FindOrderConversation(ctx context.Context, userID uint64, orde
return s.repo.FindOrderConversation(ctx, userID, orderID)
}
func (s *Service) EnsureSupportConversation(ctx context.Context, userID uint64) (*ConversationDTO, error) {
func (s *Service) EnsureSupportConversation(ctx context.Context, userID uint64, scene string) (*ConversationDTO, error) {
if s.repo == nil {
return nil, ErrDependencyUnavailable
}
if userID == 0 {
return nil, ErrPermissionDenied
}
return s.repo.EnsureSupportConversation(ctx, userID)
return s.repo.EnsureSupportConversation(ctx, userID, scene)
}
func (s *Service) Messages(ctx context.Context, principal Principal, conversationID uint64, page, pageSize int) (*PaginatedResult, error) {
backend/internal/modules/chat/support.go
+1 -1
View File
@@ -213,7 +213,7 @@ func (r *Repository) listAdminConversations(ctx context.Context, principal Princ
var rows []conversationRow
offset := (page - 1) * pageSize
queryDB := r.adminConversationBase(ctx, principal, keyword).
Select(`c.id, c.order_id, c.listing_id, c.type, c.title, c.status, c.last_message_id,
Select(`c.id, c.order_id, c.listing_id, c.type, c.support_scene, c.title, c.status, c.last_message_id,
c.last_message_preview, c.last_message_at, c.created_at, c.updated_at,
COALESCE(cp_me.role, 'admin') AS role,
lo.id AS latest_order_id, lo.order_no AS latest_order_no, lo.status AS latest_order_status,
backend/internal/modules/chat/support_scene.go
+44
View File
@@ -0,0 +1,44 @@
package chat
import (
"strings"
"hfb_sys/backend/internal/modules/supportgroup"
"gorm.io/gorm"
)
// 客服入口业务场景（与前端 POST /chats/support 的 scene 对齐）。
const (
SupportSceneGeneral = "general"
SupportSceneMohong = "mohong"
)
// resolveSupportScene 规范化场景并返回标题、客服分组 code、欢迎语。
// groupCode 为空时表示不走分组，使用默认客服选取逻辑。
func resolveSupportScene(raw string) (scene, title, groupCode, welcome string) {
switch strings.ToLower(strings.TrimSpace(raw)) {
case SupportSceneMohong:
return SupportSceneMohong,
"摸大红客服",
supportgroup.GroupCodeMohong,
"您好，这里是摸大红客服。请直接描述问题，可将订单信息复制后发送。"
default:
// 未知场景回落平台客服，避免随意 scene 绕开分配策略
return SupportSceneGeneral,
"平台客服",
"",
"您好，客服会尽快回复，请直接描述您遇到的问题。"
}
}
// pickSupportAdminForScene 按分组选人；分组无成员或失败时回退默认客服逻辑。
func pickSupportAdminForScene(tx *gorm.DB, groupCode string) uint64 {
groupCode = strings.TrimSpace(groupCode)
if groupCode != "" {
if id, err := supportgroup.PickSupportAdmin(tx, groupCode); err == nil && id > 0 {
return id
}
}
return defaultSupportAdminID(tx)
}