支持客服入口按业务场景分流到客服分组

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。

backend/internal/model/chat.go

@@ -11,6 +11,7 @@ type ChatConversation struct {
 	OrderID            *uint64    `gorm:"uniqueIndex" json:"order_id"`
 	ListingID          *uint64    `gorm:"index" json:"listing_id"`
 	Type               string     `gorm:"size:32;not null;default:'order_group'" json:"type"`
+	SupportScene       string     `gorm:"column:support_scene;size:32;not null;default:''" json:"support_scene"`
 	Title              string     `gorm:"size:128;not null" json:"title"`
 	Status             string     `gorm:"size:32;not null;default:'active'" json:"status"`
 	LastMessageID      *uint64    `json:"last_message_id"`

backend/internal/modules/chat/conversation.go

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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

@@ -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)
+}

backend/internal/modules/supportgroup/dto.go

@@ -5,6 +5,7 @@ import "time"
 const (
 	GroupCodeOwnerOnboarding = "owner_onboarding"
 	GroupCodeRenterHandoff   = "renter_handoff"
+	GroupCodeMohong          = "mohong"
 )
 
 type MemberDTO struct {

backend/internal/modules/supportgroup/repository.go

@@ -225,7 +225,7 @@ func normalizeStatus(status string) string {
 }
 
 func isProtectedCode(code string) bool {
-	return code == GroupCodeOwnerOnboarding || code == GroupCodeRenterHandoff
+	return code == GroupCodeOwnerOnboarding || code == GroupCodeRenterHandoff || code == GroupCodeMohong
 }
 
 func makeCustomCode(name string) string {

backend/migrations/000030_support_scene.sql

@@ -0,0 +1,41 @@
+-- +goose Up
+
+-- 客服会话按业务场景拆分（同一用户可同时有平台客服 / 摸大红客服等）
+ALTER TABLE chat_conversations
+  ADD COLUMN support_scene VARCHAR(32) NOT NULL DEFAULT '' COMMENT '客服场景: general/mohong 等，非客服会话为空' AFTER type;
+
+UPDATE chat_conversations
+SET support_scene = 'general'
+WHERE type = 'general_support' AND (support_scene = '' OR support_scene IS NULL);
+
+CREATE INDEX idx_chat_conversations_type_scene ON chat_conversations (type, support_scene);
+
+-- 摸大红客服分组（成员可在后台「客服分组」中调整；默认挂入所有 cs 角色）
+INSERT INTO chat_support_groups (code, name, description, status, sort_order) VALUES
+('mohong', '摸大红-客服', '用户从摸大红入口联系客服时，按本组成员在线与负载分配', 'active', 30)
+ON DUPLICATE KEY UPDATE
+  name = VALUES(name),
+  description = VALUES(description),
+  sort_order = VALUES(sort_order);
+
+INSERT IGNORE INTO chat_support_group_members (group_id, admin_user_id)
+SELECT g.id, au.id
+FROM chat_support_groups g
+JOIN admin_user_roles aur ON 1 = 1
+JOIN roles r ON r.id = aur.role_id
+JOIN admin_users au ON au.id = aur.admin_user_id
+WHERE g.code = 'mohong'
+  AND r.code = 'cs'
+  AND au.status = 'active';
+
+-- +goose Down
+
+DELETE gm FROM chat_support_group_members gm
+JOIN chat_support_groups g ON g.id = gm.group_id
+WHERE g.code = 'mohong';
+
+DELETE FROM chat_support_groups WHERE code = 'mohong';
+
+DROP INDEX idx_chat_conversations_type_scene ON chat_conversations;
+
+ALTER TABLE chat_conversations DROP COLUMN support_scene;

frontend/src/features/chats/api/chats.ts

@@ -14,6 +14,8 @@ export interface ChatParticipant {
   joined_at: string
 }
 
+export type SupportScene = 'general' | 'mohong'
+
 export interface ChatConversation {
   id: number
   order_id: number | null
@@ -24,6 +26,7 @@ export interface ChatConversation {
   latest_handoff_status?: string
   latest_refund_status?: string
   type: string
+  support_scene?: string
   title: string
   status: string
   role: 'renter' | 'owner' | 'support' | 'customer' | 'admin'
@@ -39,6 +42,19 @@ export interface ChatConversation {
   updated_at: string
 }
 
+/** 根据当前路由推断客服场景：摸大红页 → mohong，其它 → general */
+export function resolveSupportScene(path: string): SupportScene {
+  if (
+    path === '/mohong' ||
+    path.startsWith('/mohong/') ||
+    path === '/m/mohong' ||
+    path.startsWith('/m/mohong/')
+  ) {
+    return 'mohong'
+  }
+  return 'general'
+}
+
 export interface AdminChatCounts {
   ownership?: Record<string, number>
   stages?: Record<string, number>
@@ -97,8 +113,10 @@ export async function fetchOrderChat(orderId: number) {
   return data.data
 }
 
-export async function ensureSupportChat() {
-  const { data } = await apiClient.post<ApiResponse<ChatConversation>>('/chats/support')
+export async function ensureSupportChat(scene: SupportScene | string = 'general') {
+  const { data } = await apiClient.post<ApiResponse<ChatConversation>>('/chats/support', {
+    scene: scene || 'general',
+  })
   return data.data
 }
 

frontend/src/features/listings/views/MobileHomeView.vue

@@ -3,7 +3,7 @@ import { computed, nextTick, onBeforeUnmount, onMounted, ref, watch } from 'vue'
 import { onBeforeRouteLeave, RouterLink, useRoute, useRouter } from 'vue-router'
 import { showToast } from 'vant'
 import MobileBottomNav from '@/components/MobileBottomNav.vue'
-import { ensureSupportChat } from '@/features/chats/api/chats'
+import { ensureSupportChat, resolveSupportScene } from '@/features/chats/api/chats'
 import { formatCent, formatMoney } from '@/shared/utils/money'
 import {
   emptyListingPublishOptions,
@@ -158,7 +158,8 @@ async function handleSupportClick() {
   if (supportLoading.value) return
   supportLoading.value = true
   try {
-    const chat = await ensureSupportChat()
+    const scene = resolveSupportScene(route.path)
+    const chat = await ensureSupportChat(scene)
     router.push(`/m/chats/${chat.id}`)
   } catch {
     showToast({ message: '联系客服失败，请稍后重试', icon: 'cross' })

frontend/src/features/mohong/views/MobileMohongListView.vue

@@ -3,17 +3,21 @@ import { nextTick, onBeforeUnmount, onMounted, ref, watch } from 'vue'
 import { useRoute, useRouter } from 'vue-router'
 import { showToast } from 'vant'
 import MobileBottomNav from '@/components/MobileBottomNav.vue'
+import { ensureSupportChat } from '@/features/chats/api/chats'
 import {
   fetchMohongCategories,
   fetchMohongProducts,
   type MohongCategory,
   type MohongProduct,
 } from '@/features/mohong/api/mohong'
+import { useSessionStore } from '@/stores/session'
 import { formatCent } from '@/shared/utils/money'
 import { readError } from '@/shared/utils/error'
 
 const router = useRouter()
 const route = useRoute()
+const session = useSessionStore()
+const supportLoading = ref(false)
 const loading = ref(false)
 const products = ref<MohongProduct[]>([])
 const categories = ref<MohongCategory[]>([])
@@ -153,6 +157,23 @@ function markCoverFailed(id: number) {
 function showCover(item: MohongProduct) {
   return Boolean(item.cover_url) && !failedCover.value[item.id]
 }
+
+async function handleSupportClick() {
+  if (!session.isLoggedIn) {
+    router.push({ path: '/m/login', query: { redirect: route.fullPath } })
+    return
+  }
+  if (supportLoading.value) return
+  supportLoading.value = true
+  try {
+    const chat = await ensureSupportChat('mohong')
+    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
+  }
+}
 </script>
 
 <template>
@@ -170,6 +191,14 @@ function showCover(item: MohongProduct) {
           @input="onSearchInput"
         />
       </div>
+      <button
+        type="button"
+        class="orders-btn"
+        :disabled="supportLoading"
+        @click="handleSupportClick"
+      >
+        {{ supportLoading ? '...' : '客服' }}
+      </button>
       <button type="button" class="orders-btn" @click="router.push('/mohong/orders')">订单</button>
     </header>
 

frontend/src/features/mohong/views/MohongListView.vue

@@ -2,18 +2,22 @@
 import { nextTick, onBeforeUnmount, onMounted, ref, watch } from 'vue'
 import { useRoute, useRouter } from 'vue-router'
 import { ElMessage } from 'element-plus'
-import { Search, Tickets } from '@element-plus/icons-vue'
+import { Search, Service, Tickets } from '@element-plus/icons-vue'
 import MohongProductCard from '@/features/mohong/components/MohongProductCard.vue'
+import { ensureSupportChat } from '@/features/chats/api/chats'
 import {
   fetchMohongCategories,
   fetchMohongProducts,
   type MohongCategory,
   type MohongProduct,
 } from '@/features/mohong/api/mohong'
+import { useSessionStore } from '@/stores/session'
 import { readError } from '@/shared/utils/error'
 
 const router = useRouter()
 const route = useRoute()
+const session = useSessionStore()
+const supportLoading = ref(false)
 const loading = ref(false)
 const loadingMore = ref(false)
 const products = ref<MohongProduct[]>([])
@@ -147,6 +151,23 @@ const activeCategoryName = () => {
   if (!activeCategoryId.value) return '全部'
   return categories.value.find(c => c.id === activeCategoryId.value)?.name || '全部'
 }
+
+async function handleSupportClick() {
+  if (!session.isLoggedIn) {
+    router.push({ path: '/login', query: { redirect: route.fullPath } })
+    return
+  }
+  if (supportLoading.value) return
+  supportLoading.value = true
+  try {
+    const chat = await ensureSupportChat('mohong')
+    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>
@@ -171,6 +192,15 @@ const activeCategoryName = () => {
           <el-icon><Tickets /></el-icon>
           <span>我的订单</span>
         </button>
+        <button
+          type="button"
+          class="toolbar-btn outline"
+          :disabled="supportLoading"
+          @click="handleSupportClick"
+        >
+          <el-icon><Service /></el-icon>
+          <span>{{ supportLoading ? '接入中' : '联系客服' }}</span>
+        </button>
         <button type="button" class="toolbar-btn outline" @click="router.push('/')">
           租号大厅
         </button>

frontend/src/features/mohong/views/MohongOrdersView.vue

@@ -35,7 +35,7 @@ async function loadOrders() {
     <header class="page-header">
       <div>
         <h1>摸大红订单</h1>
-        <p class="sub">查看支付状态、复制订单信息、进入客服群</p>
+        <p class="sub">查看支付状态、复制订单信息、扫码联系客服</p>
       </div>
       <button type="button" class="toolbar-btn outline" @click="router.push('/mohong')">
         返回商品列表

frontend/src/layouts/AppLayout.vue

@@ -24,7 +24,7 @@ import {
   VideoPlay,
   Wallet,
 } from '@element-plus/icons-vue'
-import { ensureSupportChat } from '@/features/chats/api/chats'
+import { ensureSupportChat, resolveSupportScene } from '@/features/chats/api/chats'
 import { useChatUnreadCount } from '@/features/chats/composables/useChatUnreadCount'
 import { useSessionStore } from '@/stores/session'
 
@@ -111,7 +111,8 @@ async function handleSupportClick() {
   if (supportLoading.value) return
   supportLoading.value = true
   try {
-    const chat = await ensureSupportChat()
+    const scene = resolveSupportScene(route.path)
+    const chat = await ensureSupportChat(scene)
     router.push(`/messages/${chat.id}`)
   } catch {
     ElMessage.error('联系客服失败，请稍后重试')