优化实时聊天：稳定 WS、按 seq 增量同步，并修复访客评价推送

- 客服/访客 WebSocket 不再因切换会话反复重连，断线自动恢复
- 新增 after_seq 增量拉取，重连与消息空洞时 catch-up
- 结束会话同时推送给访客，预览页可弹出评价并支持兜底状态同步

web/src/pages/agent/Dashboard.tsx

@@ -10,11 +10,40 @@ import { ChatImage } from '@/components/common/ImagePreview'
 import { useAuth } from '@/stores/auth'
 import {
   addSessionNote, claimSession, endSession, getAvailableAgents, getCustomers, getKnowledgeEntries,
-  getSession, getSessions, markSessionRead, sendSessionMessage, transferSession, updateSessionPriority,
+  getSession, getSessionMessages, getSessions, markSessionRead, sendSessionMessage, transferSession, updateSessionPriority,
   uploadImage,
   type AvailableAgent, type Customer, type KnowledgeEntry, type Message, type Session, type SessionEvent,
 } from '@/services/api'
 
+/** 按 id 合并消息，再按 seq / id 排序 */
+function mergeMessagesBySeq(existing: Message[], incoming: Message[]): Message[] {
+  const map = new Map<number, Message>()
+  for (const item of existing) map.set(item.id, item)
+  for (const item of incoming) map.set(item.id, item)
+  return Array.from(map.values()).sort((a, b) => {
+    const seqDiff = (a.seq || 0) - (b.seq || 0)
+    return seqDiff !== 0 ? seqDiff : a.id - b.id
+  })
+}
+
+function maxMessageSeq(messages: Message[]): number {
+  return messages.reduce((acc, item) => Math.max(acc, item.seq || 0), 0)
+}
+
+function normalizeMessage(raw: Partial<Message> & { id?: number }, sessionId: number): Message | null {
+  if (!raw?.id) return null
+  return {
+    id: Number(raw.id),
+    session_id: Number(raw.session_id ?? sessionId),
+    sender_type: raw.sender_type === 'agent' ? 'agent' : 'visitor',
+    sender_id: raw.sender_id ?? null,
+    content: String(raw.content ?? ''),
+    type: raw.type === 'image' ? 'image' : 'text',
+    seq: Number(raw.seq ?? 0),
+    sent_at: raw.sent_at || new Date().toISOString(),
+  }
+}
+
 const endReasons = [
   { value: 'resolved', label: '已解决' },
   { value: 'no_response', label: '无人回复' },
@@ -128,6 +157,23 @@ const Dashboard = () => {
   const socketRef = useRef<WebSocket | null>(null)
   const lastTypingAt = useRef(0)
   const visitorTypingTimer = useRef<number | null>(null)
+  /** 当前选中会话，供稳定 WS 闭包读取，避免切会话时重连 */
+  const selectedIdRef = useRef<number | null>(null)
+  /** 各会话本地已同步到的最大 seq，用于重连增量 catch-up */
+  const lastSeqBySessionRef = useRef<Record<number, number>>({})
+  const loadAllRef = useRef<(opts?: { silent?: boolean }) => Promise<void>>(async () => {})
+  const loadDetailRef = useRef<(id: number, markRead?: boolean, opts?: { silent?: boolean }) => Promise<void>>(async () => {})
+  const syncAfterSeqRef = useRef<(id: number, opts?: { markRead?: boolean }) => Promise<void>>(async () => {})
+
+  const rememberSeq = useCallback((sessionId: number, seq: number) => {
+    if (!sessionId || !seq || seq <= 0) return
+    const prev = lastSeqBySessionRef.current[sessionId] || 0
+    if (seq > prev) lastSeqBySessionRef.current[sessionId] = seq
+  }, [])
+
+  const rememberMessagesSeq = useCallback((sessionId: number, messages: Message[]) => {
+    rememberSeq(sessionId, maxMessageSeq(messages))
+  }, [rememberSeq])
 
   const insertEmoji = (emoji: string) => {
     const { next, cursor } = insertAtCursor(messageInputRef.current, messageInput, emoji)
@@ -143,8 +189,8 @@ const Dashboard = () => {
 
   const isManager = user?.role === 'admin' || user?.role === 'supervisor'
 
-  const loadAll = useCallback(async () => {
-    setLoading(true)
+  const loadAll = useCallback(async (opts?: { silent?: boolean }) => {
+    if (!opts?.silent) setLoading(true)
     try {
       const [sessionRes, customerRes] = await Promise.all([
         getSessions({ page: 1, pageSize: 100 }),
@@ -162,20 +208,25 @@ const Dashboard = () => {
         initialLoad.current = false
       }
     } catch {
-      antMsg.error('加载会话失败')
-      setSessions([])
-      setCustomers({})
+      if (!opts?.silent) antMsg.error('加载会话失败')
+      if (!opts?.silent) {
+        setSessions([])
+        setCustomers({})
+      }
     } finally {
-      setLoading(false)
+      if (!opts?.silent) setLoading(false)
     }
   }, [])
 
-  const loadDetail = useCallback(async (id: number, markRead = true) => {
-    setDetailLoading(true)
+  const loadDetail = useCallback(async (id: number, markRead = true, opts?: { silent?: boolean }) => {
+    if (!opts?.silent) setDetailLoading(true)
     try {
       const response = await getSession(id)
       const data = response.data
-      setDetail({ messages: data.messages || [], events: data.events || [], pendingCount: data.pending_count || 0 })
+      const messages = data.messages || []
+      setDetail({ messages, events: data.events || [], pendingCount: data.pending_count || 0 })
+      rememberMessagesSeq(id, messages)
+      if (typeof data.max_seq === 'number') rememberSeq(id, data.max_seq)
       // 用详情接口的完整会话字段（含 IP/地区）回填列表，保证顶栏展示准确
       if (data.session) {
         setSessions(previous => previous.map(session =>
@@ -184,8 +235,8 @@ const Dashboard = () => {
                 ...session,
                 ...data.session,
                 unread_count: markRead ? 0 : session.unread_count,
-                last_message: session.last_message,
-                last_message_at: session.last_message_at,
+                last_message: data.session.last_message ?? session.last_message,
+                last_message_at: data.session.last_message_at ?? session.last_message_at,
               }
             : session,
         ))
@@ -196,46 +247,217 @@ const Dashboard = () => {
         await markSessionRead(id)
       }
     } catch {
-      antMsg.error('加载消息失败')
+      if (!opts?.silent) antMsg.error('加载消息失败')
     } finally {
-      setDetailLoading(false)
+      if (!opts?.silent) setDetailLoading(false)
     }
     setTimeout(() => chatEndRef.current?.scrollIntoView({ behavior: 'smooth' }), 80)
-  }, [])
+  }, [rememberMessagesSeq, rememberSeq])
 
-  useEffect(() => { loadAll() }, [loadAll])
+  /** 重连 / 发现 seq 空洞时：只拉 after_seq 之后的消息并合并 */
+  const syncAfterSeq = useCallback(async (id: number, opts?: { markRead?: boolean }) => {
+    const afterSeq = lastSeqBySessionRef.current[id] || 0
+    // 本地尚无游标：退回全量详情
+    if (afterSeq <= 0) {
+      await loadDetail(id, opts?.markRead ?? true, { silent: true })
+      return
+    }
+    try {
+      let cursor = afterSeq
+      let guard = 0
+      let latest: Message | null = null
+      while (guard < 10) {
+        guard += 1
+        const response = await getSessionMessages(id, cursor, 200)
+        const batch = response.data.messages || []
+        const maxSeq = Number(response.data.max_seq || cursor)
+        if (batch.length > 0) {
+          latest = batch[batch.length - 1]
+          setDetail(previous => {
+            if (selectedIdRef.current !== id) return previous
+            if (!previous) return { messages: batch, events: [], pendingCount: 0 }
+            return { ...previous, messages: mergeMessagesBySeq(previous.messages, batch) }
+          })
+          rememberMessagesSeq(id, batch)
+        }
+        rememberSeq(id, maxSeq)
+        const lastBatchSeq = batch.length ? maxMessageSeq(batch) : cursor
+        if (!response.data.has_more || lastBatchSeq >= maxSeq || batch.length === 0) break
+        cursor = lastBatchSeq
+      }
+      if (latest && selectedIdRef.current === id) {
+        const preview = latest.type === 'image' ? '[图片]' : latest.content
+        setSessions(previous => previous.map(session =>
+          session.id === id
+            ? {
+                ...session,
+                last_message: preview,
+                last_message_at: latest!.sent_at,
+                unread_count: opts?.markRead === false ? session.unread_count : 0,
+              }
+            : session,
+        ))
+        setTimeout(() => chatEndRef.current?.scrollIntoView({ behavior: 'smooth' }), 40)
+      }
+      if (opts?.markRead !== false) {
+        await markSessionRead(id).catch(() => {})
+      }
+    } catch {
+      await loadDetail(id, opts?.markRead ?? true, { silent: true })
+    }
+  }, [loadDetail, rememberMessagesSeq, rememberSeq])
+
+  /** 将 WS 推送的消息直接追加；若 seq 有空洞则触发增量同步 */
+  const appendPushedMessage = useCallback((sessionId: number, raw: Partial<Message> & { id?: number }) => {
+    const msg = normalizeMessage(raw, sessionId)
+    if (!msg) return false
+
+    const known = lastSeqBySessionRef.current[sessionId] || 0
+    // 已知游标且出现空洞（漏消息）→ 走 after_seq 增量补齐
+    if (known > 0 && msg.seq > 0 && msg.seq > known + 1) {
+      void syncAfterSeqRef.current(sessionId, { markRead: true })
+      return true
+    }
+
+    const preview = msg.type === 'image' ? '[图片]' : msg.content
+    let appended = false
+    setDetail(previous => {
+      if (selectedIdRef.current !== sessionId) return previous
+      if (!previous) {
+        appended = true
+        return { messages: [msg], events: [], pendingCount: 0 }
+      }
+      if (previous.messages.some(item => item.id === msg.id)) {
+        appended = true
+        return previous
+      }
+      appended = true
+      return { ...previous, messages: mergeMessagesBySeq(previous.messages, [msg]) }
+    })
+    setSessions(previous => previous.map(session => {
+      if (session.id !== sessionId) return session
+      const viewing = selectedIdRef.current === sessionId
+      return {
+        ...session,
+        last_message: preview,
+        last_message_at: msg.sent_at,
+        unread_count: viewing ? 0 : (session.unread_count || 0) + (msg.sender_type === 'visitor' ? 1 : 0),
+      }
+    }))
+    if (msg.seq > 0) rememberSeq(sessionId, msg.seq)
+    if (selectedIdRef.current === sessionId) {
+      setTimeout(() => chatEndRef.current?.scrollIntoView({ behavior: 'smooth' }), 40)
+      void markSessionRead(sessionId).catch(() => {})
+    }
+    return appended
+  }, [rememberSeq])
 
+  useEffect(() => {
+    selectedIdRef.current = selectedId
+  }, [selectedId])
+
+  useEffect(() => {
+    loadAllRef.current = loadAll
+    loadDetailRef.current = loadDetail
+    syncAfterSeqRef.current = syncAfterSeq
+  }, [loadAll, loadDetail, syncAfterSeq])
+
+  useEffect(() => { void loadAll() }, [loadAll])
+
+  // 稳定 WebSocket：仅 token 变化时建连；切会话不重连；断线自动重连（ws / wss）
   useEffect(() => {
     if (!user?.token) return
-    const scheme = window.location.protocol === 'https:' ? 'wss:' : 'ws:'
-    const socket = new WebSocket(`${scheme}//${window.location.host}/api/ws`, ['kefu-v1', user.token])
-    socketRef.current = socket
-    socket.onmessage = event => {
-      try {
-        const payload = JSON.parse(event.data)
-        if (payload.type === 'typing' && payload.session_id === selectedId && payload.data?.from === 'visitor') {
-          setVisitorTyping(true)
-          if (visitorTypingTimer.current) clearTimeout(visitorTypingTimer.current)
-          visitorTypingTimer.current = window.setTimeout(() => setVisitorTyping(false), 1800)
-          return
-        }
-        if (payload.type === 'message' && payload.session_id === selectedId) {
-          setVisitorTyping(false)
-          loadDetail(payload.session_id)
-        }
-        if (payload.type === 'message' || payload.type === 'session_created' || payload.type === 'session_updated') {
-          loadAll()
-        }
-      } catch {
-        // ignore
+    let disposed = false
+    let reconnectTimer: number | null = null
+    let attempt = 0
+
+    const clearReconnect = () => {
+      if (reconnectTimer != null) {
+        window.clearTimeout(reconnectTimer)
+        reconnectTimer = null
       }
     }
+
+    const connect = () => {
+      if (disposed) return
+      const scheme = window.location.protocol === 'https:' ? 'wss:' : 'ws:'
+      const socket = new WebSocket(`${scheme}//${window.location.host}/api/ws`, ['kefu-v1', user.token])
+      socketRef.current = socket
+
+      socket.onopen = () => {
+        attempt = 0
+        // 重连后：列表静默刷新 + 当前会话按 seq 增量 catch-up
+        void loadAllRef.current({ silent: true })
+        const sid = selectedIdRef.current
+        if (sid != null) void syncAfterSeqRef.current(sid, { markRead: true })
+      }
+
+      socket.onmessage = event => {
+        try {
+          const payload = JSON.parse(event.data) as {
+            type?: string
+            session_id?: number | string
+            data?: Partial<Message> & { from?: string; status?: string; agent_name?: string }
+          }
+          const sid = Number(payload.session_id)
+          const current = selectedIdRef.current
+          const sameSession = Number.isFinite(sid) && current != null && sid === Number(current)
+
+          if (payload.type === 'typing' && sameSession && payload.data?.from === 'visitor') {
+            setVisitorTyping(true)
+            if (visitorTypingTimer.current) clearTimeout(visitorTypingTimer.current)
+            visitorTypingTimer.current = window.setTimeout(() => setVisitorTyping(false), 1800)
+            return
+          }
+
+          if (payload.type === 'message') {
+            if (sameSession) {
+              setVisitorTyping(false)
+              const ok = appendPushedMessage(sid, payload.data || {})
+              if (!ok) void syncAfterSeqRef.current(sid, { markRead: true })
+            }
+            void loadAllRef.current({ silent: true })
+            return
+          }
+
+          if (payload.type === 'session_created' || payload.type === 'session_updated') {
+            void loadAllRef.current({ silent: true })
+            if (sameSession) void syncAfterSeqRef.current(sid, { markRead: false })
+          }
+        } catch {
+          // ignore malformed frames
+        }
+      }
+
+      socket.onclose = () => {
+        if (socketRef.current === socket) socketRef.current = null
+        if (disposed) return
+        const delay = Math.min(1000 * (2 ** attempt), 15000)
+        attempt += 1
+        clearReconnect()
+        reconnectTimer = window.setTimeout(connect, delay)
+      }
+
+      socket.onerror = () => {
+        // onclose 会负责重连
+        try { socket.close() } catch { /* ignore */ }
+      }
+    }
+
+    connect()
+
     return () => {
-      socket.close()
+      disposed = true
+      clearReconnect()
+      const sock = socketRef.current
       socketRef.current = null
+      if (sock) {
+        sock.onclose = null
+        sock.close()
+      }
       if (visitorTypingTimer.current) clearTimeout(visitorTypingTimer.current)
     }
-  }, [user?.token, selectedId, loadAll, loadDetail])
+  }, [user?.token, appendPushedMessage])
 
   useEffect(() => {
     setVisitorTyping(false)
@@ -316,10 +538,16 @@ const Dashboard = () => {
     if (!selectedId || !canOperate || sending || (type === 'text' && !content.trim())) return
     setSending(true)
     try {
-      await sendSessionMessage(selectedId, content, type)
+      const response = await sendSessionMessage(selectedId, content, type)
       if (type === 'text') setMessageInput('')
-      await loadDetail(selectedId)
-      await loadAll()
+      // 发送成功后优先用返回体追加并推进 seq，失败再静默全量
+      if (response.data?.id) {
+        appendPushedMessage(selectedId, response.data)
+        void loadAll({ silent: true })
+      } else {
+        await syncAfterSeq(selectedId, { markRead: true })
+        await loadAll({ silent: true })
+      }
     } catch (error) {
       antMsg.error(error instanceof Error ? error.message : '发送失败')
     } finally {
@@ -347,11 +575,16 @@ const Dashboard = () => {
     setSending(true)
     try {
       const uploaded = await uploadImage(pendingImage.file)
-      await sendSessionMessage(selectedId, uploaded.data.url, 'image')
+      const response = await sendSessionMessage(selectedId, uploaded.data.url, 'image')
       URL.revokeObjectURL(pendingImage.preview)
       setPendingImage(null)
-      await loadDetail(selectedId)
-      await loadAll()
+      if (response.data?.id) {
+        appendPushedMessage(selectedId, response.data)
+        void loadAll({ silent: true })
+      } else {
+        await syncAfterSeq(selectedId, { markRead: true })
+        await loadAll({ silent: true })
+      }
     } catch (error) {
       antMsg.error(error instanceof Error ? error.message : '图片发送失败')
     } finally {

web/src/services/api.ts

@@ -125,7 +125,29 @@ export const getSessions = (params?: {
   if (params?.pageSize) search.set('pageSize', String(params.pageSize))
   return getList<Session>(`/sessions?${search}`)
 }
-export const getSession = (id: number) => get<{ session: Session; messages: Message[]; events: SessionEvent[]; pending_count: number }>(`/sessions/${id}`)
+export const getSession = (id: number) => get<{
+  session: Session
+  messages: Message[]
+  events: SessionEvent[]
+  pending_count: number
+  max_seq?: number
+}>(`/sessions/${id}`)
+
+/** 按 seq 增量拉取消息（重连 catch-up）：seq > after_seq */
+export interface SessionMessagesSync {
+  messages: Message[]
+  after_seq: number
+  max_seq: number
+  has_more: boolean
+}
+export const getSessionMessages = (id: number, afterSeq = 0, limit = 200) => {
+  const search = new URLSearchParams()
+  if (afterSeq > 0) search.set('after_seq', String(afterSeq))
+  if (limit > 0) search.set('limit', String(limit))
+  const qs = search.toString()
+  return get<SessionMessagesSync>(`/sessions/${id}/messages${qs ? `?${qs}` : ''}`)
+}
+
 export const assignSession = (id: number, agentId: number) => post(`/sessions/${id}/assign`, { agent_id: agentId })
 export const claimSession = (id: number) => post(`/sessions/${id}/assign`, {})
 export const transferSession = (id: number, agentId: number) => post(`/sessions/${id}/transfer`, { agent_id: agentId })

web/src/widgets/VisitorChat.tsx

@@ -12,6 +12,8 @@ interface Message {
   content: string
   time: string
   type?: 'text' | 'image'
+  /** 服务端单调序号，用于增量同步 */
+  seq?: number
 }
 
 const defaultQuickQuestions = ['查询订单状态', '退换货政策', '配送时效说明']
@@ -73,6 +75,22 @@ const VisitorChat = ({
   const textInputRef = useRef<HTMLInputElement>(null)
   const socketRef = useRef<WebSocket | null>(null)
   const lastTypingAt = useRef(0)
+  const sessionIdRef = useRef<number | null>(sessionId)
+  const visitorTokenRef = useRef(visitorToken)
+  const agentNameRef = useRef(agentName)
+  const loadMessagesRef = useRef<(sid?: number, token?: string, opts?: { afterSeq?: number; full?: boolean }) => Promise<void>>(async () => {})
+  const msgsKeyRef = useRef(msgsKey)
+  /** 本地已同步到的最大 seq（从缓存消息初始化） */
+  const lastSeqRef = useRef((() => {
+    try {
+      const saved = localStorage.getItem(msgsKey)
+      if (!saved) return 0
+      const cached = JSON.parse(saved) as Message[]
+      return cached.reduce((acc, m) => Math.max(acc, m.seq || 0), 0)
+    } catch {
+      return 0
+    }
+  })())
 
   const insertEmoji = (emoji: string) => {
     const { next, cursor } = insertAtCursor(textInputRef.current, input, emoji)
@@ -86,32 +104,163 @@ const VisitorChat = ({
     })
   }
 
-  const loadMessages = useCallback(async (sid?: number, token?: string) => {
-    const s = sid || sessionId
-    const visitorCredential = token || visitorToken || localStorage.getItem(tokenKey) || ''
+  const mapServerMessage = (m: {
+    id: number
+    sender_type?: string
+    content?: string
+    type?: string
+    sent_at?: string
+    seq?: number
+  }): Message => ({
+    id: Number(m.id),
+    sender: m.sender_type === 'agent' ? 'agent' : 'visitor',
+    content: String(m.content ?? ''),
+    type: m.type === 'image' ? 'image' : 'text',
+    seq: typeof m.seq === 'number' ? m.seq : Number(m.seq || 0) || undefined,
+    time: m.sent_at
+      ? new Date(m.sent_at).toLocaleTimeString('zh-CN', { hour: '2-digit', minute: '2-digit' })
+      : new Date().toLocaleTimeString('zh-CN', { hour: '2-digit', minute: '2-digit' }),
+  })
+
+  const rememberSeq = (seq?: number) => {
+    if (seq && seq > lastSeqRef.current) lastSeqRef.current = seq
+  }
+
+  const mergeVisitorMessages = (existing: Message[], incoming: Message[]): Message[] => {
+    const map = new Map<number, Message>()
+    for (const item of existing) {
+      if (item.id > 0) map.set(item.id, item)
+    }
+    // 保留未确认的乐观气泡
+    const temps = existing.filter(item => item.id < 0)
+    for (const item of incoming) map.set(item.id, item)
+    const merged = Array.from(map.values())
+    // 去掉已被服务端确认的乐观气泡
+    const remainingTemps = temps.filter(temp =>
+      !incoming.some(srv =>
+        srv.sender === 'visitor'
+        && srv.content === temp.content
+        && (srv.type || 'text') === (temp.type || 'text'),
+      ),
+    )
+    return [...merged, ...remainingTemps].sort((a, b) => {
+      const as = a.seq || 0
+      const bs = b.seq || 0
+      if (as && bs && as !== bs) return as - bs
+      if (a.id > 0 && b.id > 0) return a.id - b.id
+      return a.id - b.id
+    })
+  }
+
+  const applySessionStatus = useCallback((status?: string, satisfactionScore?: number | null) => {
+    if (!status) return
+    if (status === 'ended' || status === 'archived') {
+      setSessionEnded(true)
+      const alreadyRated = satisfactionScore != null && Number(satisfactionScore) > 0
+      if (alreadyRated) {
+        setRated(true)
+        setShowRating(false)
+      } else {
+        setRated(false)
+        setShowRating(true)
+      }
+    } else if (status === 'active') {
+      setAgentsOnline(true)
+    }
+  }, [])
+
+  const loadMessages = useCallback(async (
+    sid?: number,
+    token?: string,
+    opts?: { afterSeq?: number; full?: boolean },
+  ) => {
+    const s = sid || sessionIdRef.current || sessionId
+    const visitorCredential = token || visitorTokenRef.current || visitorToken || localStorage.getItem(tokenKey) || ''
     if (!s || !visitorCredential) return
+    const full = opts?.full === true || (opts?.afterSeq == null && lastSeqRef.current <= 0)
+    const afterSeq = full ? 0 : (opts?.afterSeq ?? lastSeqRef.current)
     try {
-      const res = await fetch(`/api/widget/messages?session_id=${s}`, {
+      const qs = new URLSearchParams({ session_id: String(s) })
+      if (afterSeq > 0) qs.set('after_seq', String(afterSeq))
+      const res = await fetch(`/api/widget/messages?${qs}`, {
         headers: { 'X-Visitor-Token': visitorCredential },
       })
       const json = await res.json()
-      if (json.code === 0 && json.data && json.data.length > 0) {
-        const msgs: Message[] = json.data.map((m: any) => ({
-          id: m.id,
-          sender: m.sender_type === 'agent' ? 'agent' : 'visitor',
-          content: m.content,
-          type: m.type === 'image' ? 'image' : 'text',
-          time: new Date(m.sent_at).toLocaleTimeString('zh-CN', { hour: '2-digit', minute: '2-digit' }),
-        }))
-        setMessages(msgs)
-        localStorage.setItem(msgsKey, JSON.stringify(msgs))
+      if (json.code !== 0 || !json.data) return
+
+      // 兼容旧版 data 为数组的响应
+      const payload = json.data
+      const list: any[] = Array.isArray(payload)
+        ? payload
+        : (Array.isArray(payload.messages) ? payload.messages : [])
+      const maxSeq = Array.isArray(payload)
+        ? list.reduce((acc, m) => Math.max(acc, Number(m.seq || 0)), 0)
+        : Number(payload.max_seq || 0)
+      const hasMore = !Array.isArray(payload) && Boolean(payload.has_more)
+
+      if (!Array.isArray(payload)) {
+        applySessionStatus(payload.session_status, payload.satisfaction_score)
+      }
+
+      if (list.length === 0) {
+        if (maxSeq > 0) rememberSeq(maxSeq)
+        return
+      }
+
+      const mapped = list.map((m: any) => mapServerMessage(m))
+      setMessages(prev => {
+        const next = afterSeq > 0 ? mergeVisitorMessages(prev, mapped) : mapped
+        localStorage.setItem(msgsKeyRef.current, JSON.stringify(next.filter(m => m.id > 0)))
+        return next
+      })
+      const localMax = mapped.reduce((acc, m) => Math.max(acc, m.seq || 0), 0)
+      rememberSeq(Math.max(maxSeq, localMax))
+
+      // 一次未拉完则继续增量
+      if (hasMore && localMax > afterSeq) {
+        await loadMessages(s, visitorCredential, { afterSeq: localMax })
       }
     } catch { /* ignore */ }
-  }, [sessionId, visitorToken, tokenKey, msgsKey])
+  }, [sessionId, visitorToken, tokenKey, applySessionStatus])
+
+  const appendPushedMessage = useCallback((raw: {
+    id?: number
+    sender_type?: string
+    content?: string
+    type?: string
+    sent_at?: string
+    seq?: number
+  }) => {
+    if (!raw?.id) return false
+    const msg = mapServerMessage(raw as {
+      id: number
+      sender_type?: string
+      content?: string
+      type?: string
+      sent_at?: string
+      seq?: number
+    })
+    const known = lastSeqRef.current
+    // seq 空洞 → 走增量拉取补齐
+    if (known > 0 && msg.seq && msg.seq > known + 1) {
+      void loadMessagesRef.current(undefined, undefined, { afterSeq: known })
+      return true
+    }
+    setMessages(prev => {
+      if (prev.some(item => item.id === msg.id)) return prev
+      const next = mergeVisitorMessages(prev, [msg])
+      localStorage.setItem(msgsKeyRef.current, JSON.stringify(next.filter(m => m.id > 0)))
+      return next
+    })
+    if (msg.seq) rememberSeq(msg.seq)
+    return true
+  }, [])
 
   const initSession = useCallback(async () => {
     if (sessionId && visitorToken) {
-      await loadMessages(sessionId, visitorToken)
+      // 本地有 seq 游标时增量补齐，否则全量
+      const after = lastSeqRef.current
+      await loadMessages(sessionId, visitorToken, after > 0 ? { afterSeq: after } : { full: true })
       return
     }
     if (initRef.current) return
@@ -133,10 +282,14 @@ const VisitorChat = ({
         if (data.display_name) setDisplayName(data.display_name)
         if (data.agent_name) setAgentName(data.agent_name)
         else if (data.agent_nickname) setAgentName(data.agent_nickname)
-        if (data.session_status === 'ended') setSessionEnded(true)
+        if (data.session_status === 'ended' || data.session_status === 'archived') {
+          setSessionEnded(true)
+          setShowRating(true)
+        }
         localStorage.setItem(storageKey, String(sid))
         localStorage.setItem(tokenKey, token)
-        await loadMessages(sid, token)
+        lastSeqRef.current = 0
+        await loadMessages(sid, token, { full: true })
       } else {
         setSendError(json.message || '初始化会话失败')
       }
@@ -146,59 +299,158 @@ const VisitorChat = ({
     }
   }, [sessionId, visitorToken, loadMessages, channelKey, storageKey, tokenKey])
 
+  useEffect(() => {
+    sessionIdRef.current = sessionId
+    visitorTokenRef.current = visitorToken
+    agentNameRef.current = agentName
+    loadMessagesRef.current = loadMessages
+    msgsKeyRef.current = msgsKey
+  }, [sessionId, visitorToken, agentName, loadMessages, msgsKey])
+
   useEffect(() => {
     if (open) initSession()
   }, [open, initSession])
 
+  // 兜底轮询：按 after_seq 增量对齐
   useEffect(() => {
     if (sessionId && visitorToken && open) {
-      pollRef.current = window.setInterval(() => loadMessages(), 3000)
+      pollRef.current = window.setInterval(() => {
+        const after = lastSeqRef.current
+        void loadMessages(undefined, undefined, after > 0 ? { afterSeq: after } : { full: true })
+      }, 8000)
       return () => { if (pollRef.current) clearInterval(pollRef.current) }
     }
   }, [sessionId, visitorToken, open, loadMessages])
 
+  // 访客 WS：session / token 就绪后建连；断线指数退避重连；消息直接追加
   useEffect(() => {
     if (!sessionId || !visitorToken || !open) return
-    const scheme = window.location.protocol === 'https:' ? 'wss:' : 'ws:'
-    const socket = new WebSocket(
-      `${scheme}//${window.location.host}/api/widget/ws?session_id=${sessionId}`,
-      ['kefu-visitor-v1', visitorToken],
-    )
-    socketRef.current = socket
-    socket.onmessage = (event) => {
-      try {
-        const payload = JSON.parse(event.data)
-        if (payload.session_id === sessionId && payload.type === 'typing') {
-          if (payload.data?.from && payload.data.from !== 'agent') return
-          setAgentTyping(true)
-          if (typingTimerRef.current) clearTimeout(typingTimerRef.current)
-          typingTimerRef.current = window.setTimeout(() => setAgentTyping(false), 1800)
-          return
-        }
-        if (payload.session_id === sessionId && (payload.type === 'message' || payload.type === 'session_updated')) {
-          if (payload.type === 'session_updated') {
-            if (payload.data?.status === 'ended') {
-              setSessionEnded(true)
-              setShowRating(true)
-            }
-            if (payload.data?.status === 'active') {
-              setAgentsOnline(true)
-              setAgentName(payload.data?.agent_name || agentName)
-            }
-          }
-          setAgentTyping(false)
-          loadMessages(sessionId, visitorToken)
-        }
-      } catch {
-        // ignore
+    let disposed = false
+    let reconnectTimer: number | null = null
+    let attempt = 0
+
+    const clearReconnect = () => {
+      if (reconnectTimer != null) {
+        window.clearTimeout(reconnectTimer)
+        reconnectTimer = null
       }
     }
+
+    const connect = () => {
+      if (disposed) return
+      const sid = sessionIdRef.current
+      const token = visitorTokenRef.current
+      if (!sid || !token) return
+
+      const scheme = window.location.protocol === 'https:' ? 'wss:' : 'ws:'
+      const socket = new WebSocket(
+        `${scheme}//${window.location.host}/api/widget/ws?session_id=${sid}`,
+        ['kefu-visitor-v1', token],
+      )
+      socketRef.current = socket
+
+      socket.onopen = () => {
+        attempt = 0
+        // 重连后按 seq 增量 catch-up
+        const after = lastSeqRef.current
+        void loadMessagesRef.current(sid, token, after > 0 ? { afterSeq: after } : { full: true })
+      }
+
+      socket.onmessage = (event) => {
+        try {
+          const payload = JSON.parse(event.data) as {
+            type?: string
+            session_id?: number | string
+            data?: {
+              id?: number
+              sender_type?: string
+              content?: string
+              type?: string
+              sent_at?: string
+              from?: string
+              status?: string
+              agent_name?: string
+            }
+          }
+          const eventSid = Number(payload.session_id)
+          const currentSid = Number(sessionIdRef.current)
+          if (!Number.isFinite(eventSid) || eventSid !== currentSid) return
+
+          if (payload.type === 'typing') {
+            if (payload.data?.from && payload.data.from !== 'agent') return
+            setAgentTyping(true)
+            if (typingTimerRef.current) clearTimeout(typingTimerRef.current)
+            typingTimerRef.current = window.setTimeout(() => setAgentTyping(false), 1800)
+            return
+          }
+
+          if (payload.type === 'session_updated') {
+            const status = payload.data?.status
+            if (status === 'ended' || status === 'archived') {
+              setSessionEnded(true)
+              setShowRating(true)
+              setAgentTyping(false)
+              return
+            }
+            if (status === 'active') {
+              setAgentsOnline(true)
+              setAgentName(payload.data?.agent_name || agentNameRef.current)
+            }
+            setAgentTyping(false)
+            const after = lastSeqRef.current
+            void loadMessagesRef.current(
+              currentSid,
+              visitorTokenRef.current,
+              after > 0 ? { afterSeq: after } : { full: true },
+            )
+            return
+          }
+
+          if (payload.type === 'message') {
+            setAgentTyping(false)
+            const ok = appendPushedMessage(payload.data || {})
+            if (!ok) {
+              const after = lastSeqRef.current
+              void loadMessagesRef.current(
+                currentSid,
+                visitorTokenRef.current,
+                after > 0 ? { afterSeq: after } : { full: true },
+              )
+            }
+          }
+        } catch {
+          // ignore
+        }
+      }
+
+      socket.onclose = () => {
+        if (socketRef.current === socket) socketRef.current = null
+        if (disposed) return
+        const delay = Math.min(1000 * (2 ** attempt), 15000)
+        attempt += 1
+        clearReconnect()
+        reconnectTimer = window.setTimeout(connect, delay)
+      }
+
+      socket.onerror = () => {
+        try { socket.close() } catch { /* ignore */ }
+      }
+    }
+
+    connect()
+
     return () => {
-      socket.close()
+      disposed = true
+      clearReconnect()
+      const sock = socketRef.current
       socketRef.current = null
+      if (sock) {
+        sock.onclose = null
+        sock.close()
+      }
       if (typingTimerRef.current) clearTimeout(typingTimerRef.current)
     }
-  }, [sessionId, visitorToken, open, loadMessages, agentName])
+  }, [sessionId, visitorToken, open, appendPushedMessage])
 
   useEffect(() => {
     chatEndRef.current?.scrollIntoView({ behavior: 'smooth' })
@@ -382,9 +634,12 @@ const VisitorChat = ({
       if (json.code === 0) {
         setRated(true)
         setShowRating(false)
+        setSendError('')
+      } else {
+        setSendError(json.message || '评价提交失败')
       }
     } catch {
-      // keep modal
+      setSendError('评价提交失败，请稍后重试')
     }
   }
 
@@ -520,6 +775,19 @@ const VisitorChat = ({
       <footer className="shrink-0 px-4 py-3 bg-white border-t border-neutral-200">
         {sendError && <div className="mb-2 text-xs text-red-500">{sendError}</div>}
 
+        {sessionEnded && !rated && (
+          <div className="mx-4 mb-2 rounded-lg bg-amber-50 border border-amber-100 px-3 py-2 flex items-center justify-between gap-2">
+            <span className="text-xs text-amber-800">会话已结束，欢迎为本次服务打分</span>
+            <button
+              type="button"
+              onClick={() => setShowRating(true)}
+              className="shrink-0 text-xs font-medium text-amber-900 bg-amber-100 hover:bg-amber-200 border-0 rounded-md px-2 py-1 cursor-pointer"
+            >
+              去评价
+            </button>
+          </div>
+        )}
+
         {!agentsOnline && !sessionEnded && (
           <div className="mb-3 p-3 rounded-lg border border-amber-100 bg-amber-50 space-y-2">
             {leaveSent ? (