实现 P0 自动分配、离线留言与可嵌入 Widget SDK

- 会话创建时按负载自动分配在线客服，无客服则进入离线模式
- 新增 /api/widget/leave-message 沉淀联系方式与留言事件
- 访客端离线留言表单；工作台展示离线留言/自动分配事件
- 提供 public/widget.js + /widget/embed 嵌入方案

web/public/widget.js

@@ -0,0 +1,100 @@
+/**
+ * 客服云访客 Widget 嵌入脚本
+ * 用法: <script src="https://your-host/widget.js" data-id="WK_xxxx"></script>
+ */
+(function () {
+  if (window.__KEFU_WIDGET_LOADED__) return;
+  window.__KEFU_WIDGET_LOADED__ = true;
+
+  var script = document.currentScript;
+  if (!script) {
+    var scripts = document.getElementsByTagName('script');
+    script = scripts[scripts.length - 1];
+  }
+  var channelKey = (script && script.getAttribute('data-id')) || '';
+  if (!channelKey) {
+    console.warn('[kefu-widget] missing data-id on script tag');
+    return;
+  }
+
+  var src = script && script.src ? script.src : '';
+  var base = '';
+  try {
+    var u = new URL(src, window.location.href);
+    base = u.origin;
+  } catch (e) {
+    base = window.location.origin;
+  }
+
+  var open = false;
+  var iframe = null;
+
+  var btn = document.createElement('button');
+  btn.type = 'button';
+  btn.setAttribute('aria-label', '打开在线客服');
+  btn.style.cssText = [
+    'position:fixed', 'right:24px', 'bottom:24px', 'z-index:2147483000',
+    'width:56px', 'height:56px', 'border:none', 'border-radius:9999px',
+    'background:#2563eb', 'color:#fff', 'cursor:pointer',
+    'box-shadow:0 8px 24px rgba(0,0,0,0.12)',
+    'display:flex', 'align-items:center', 'justify-content:center',
+    'font-family:-apple-system,BlinkMacSystemFont,"Segoe UI","PingFang SC",sans-serif',
+  ].join(';');
+  btn.innerHTML = '<svg width="22" height="22" viewBox="0 0 24 24" fill="none" stroke="currentColor" stroke-width="2" stroke-linecap="round" stroke-linejoin="round"><path d="M21 15a2 2 0 0 1-2 2H7l-4 4V5a2 2 0 0 1 2-2h14a2 2 0 0 1 2 2z"/></svg>';
+
+  var panel = document.createElement('div');
+  panel.style.cssText = [
+    'position:fixed', 'right:24px', 'bottom:24px', 'z-index:2147483001',
+    'width:400px', 'height:600px', 'max-width:calc(100vw - 32px)', 'max-height:calc(100vh - 32px)',
+    'border-radius:12px', 'overflow:hidden',
+    'box-shadow:0 8px 24px rgba(0,0,0,0.12)',
+    'display:none', 'background:#fff',
+  ].join(';');
+
+  function ensureIframe() {
+    if (iframe) return;
+    iframe = document.createElement('iframe');
+    iframe.title = '在线客服';
+    iframe.allow = 'clipboard-write';
+    iframe.style.cssText = 'width:100%;height:100%;border:0;display:block;background:#fff;';
+    iframe.src = base + '/widget/embed?channel_key=' + encodeURIComponent(channelKey) + '&embedded=1';
+    panel.appendChild(iframe);
+  }
+
+  function setOpen(next) {
+    open = next;
+    if (open) {
+      ensureIframe();
+      panel.style.display = 'block';
+      btn.style.display = 'none';
+    } else {
+      panel.style.display = 'none';
+      btn.style.display = 'flex';
+    }
+  }
+
+  btn.addEventListener('click', function () { setOpen(true); });
+
+  window.addEventListener('message', function (event) {
+    if (!event || !event.data) return;
+    if (event.data.type === 'kefu-widget-close' || event.data.type === 'kefu-widget-minimize') {
+      setOpen(false);
+    }
+  });
+
+  function mount() {
+    document.body.appendChild(btn);
+    document.body.appendChild(panel);
+  }
+  if (document.readyState === 'loading') {
+    document.addEventListener('DOMContentLoaded', mount);
+  } else {
+    mount();
+  }
+
+  window.KefuWidget = {
+    open: function () { setOpen(true); },
+    close: function () { setOpen(false); },
+    channelKey: channelKey,
+  };
+})();

web/src/pages/WidgetEmbed.tsx

@@ -0,0 +1,23 @@
+import { useMemo } from 'react'
+import { useSearchParams } from 'react-router-dom'
+import VisitorChat from '@/widgets/VisitorChat'
+
+/** 供 widget.js iframe 嵌入的无边框页面 */
+const WidgetEmbed = () => {
+  const [params] = useSearchParams()
+  const channelKey = useMemo(() => params.get('channel_key') || 'WK_8a3f2e', [params])
+  const embedded = params.get('embedded') === '1'
+
+  return (
+    <div className="h-screen w-screen overflow-hidden bg-transparent">
+      <VisitorChat
+        defaultOpen
+        channelKey={channelKey}
+        embedded={embedded}
+        layout={embedded ? 'fill' : 'floating'}
+      />
+    </div>
+  )
+}
+
+export default WidgetEmbed

web/src/pages/WidgetPreview.tsx

@@ -1,9 +1,10 @@
 import VisitorChat from '@/widgets/VisitorChat'
 
 const WidgetPreview = () => {
+  const origin = typeof window !== 'undefined' ? window.location.origin : 'https://your-host'
+
   return (
     <div className="min-h-screen bg-neutral-100 relative overflow-hidden">
-      {/* 模拟宿主站点骨架，贴近设计稿模糊背景 */}
       <div className="max-w-[960px] mx-auto px-6 py-10 opacity-40 select-none pointer-events-none">
         <div className="h-10 w-3/5 bg-neutral-200 rounded mb-4" />
         <div className="h-4 w-[90%] bg-neutral-200 rounded mb-3" />
@@ -15,16 +16,28 @@ const WidgetPreview = () => {
         </div>
         <div className="h-4 w-[85%] bg-neutral-200 rounded mb-3" />
         <div className="h-4 w-[70%] bg-neutral-200 rounded mb-3" />
-        <div className="h-4 w-4/5 bg-neutral-200 rounded mb-6" />
         <div className="h-[200px] w-full bg-neutral-200 rounded-lg" />
       </div>
-      <div className="absolute inset-0 flex items-start justify-center pt-16 pointer-events-none">
-        <div className="text-center pointer-events-auto">
-          <h1 className="text-xl font-semibold text-neutral-700 mb-1">访客 Widget 预览</h1>
-          <p className="text-sm text-neutral-400">右下角为可嵌入聊天组件 · 消息会写入数据库</p>
+
+      <div className="absolute top-6 left-1/2 -translate-x-1/2 w-full max-w-xl px-4 pointer-events-auto">
+        <div className="bg-white/95 backdrop-blur border border-neutral-200 rounded-xl shadow-sm p-4">
+          <h1 className="text-base font-semibold text-neutral-800 m-0 mb-1">访客 Widget 预览</h1>
+          <p className="text-xs text-neutral-500 m-0 mb-3">
+            右下角为聊天组件。任意站点可嵌入下方脚本（iframe 版 SDK）。
+          </p>
+          <pre className="m-0 text-[11px] leading-relaxed bg-neutral-50 border border-neutral-100 rounded-lg p-3 overflow-x-auto text-neutral-700 whitespace-pre-wrap">
+            {`<script src="${origin}/widget.js" data-id="WK_8a3f2e"></script>`}
+          </pre>
+          <p className="text-[11px] text-neutral-400 mt-2 mb-0">
+            也可打开独立嵌入页：
+            <a className="text-blue-600 ml-1" href="/widget/embed?channel_key=WK_8a3f2e&embedded=1" target="_blank" rel="noreferrer">
+              /widget/embed
+            </a>
+          </p>
         </div>
       </div>
-      <VisitorChat defaultOpen />
+
+      <VisitorChat defaultOpen channelKey="WK_8a3f2e" />
     </div>
   )
 }

web/src/pages/agent/Dashboard.tsx

@@ -253,7 +253,7 @@ const Dashboard = () => {
       return tb - ta
     })
 
-  const notes = detail?.events.filter(event => event.action === 'note').slice().reverse() || []
+  const notes = detail?.events.filter(event => event.action === 'note' || event.action === 'offline_leave' || event.action === 'auto_assign').slice().reverse() || []
 
   const emitTyping = () => {
     if (!selectedId || !canOperate) return
@@ -899,12 +899,25 @@ const Dashboard = () => {
                 <div className="space-y-2 max-h-40 overflow-auto">
                   {notes.length === 0 ? (
                     <div className="text-xs text-neutral-400">暂无内部备注</div>
-                  ) : notes.map(note => (
-                    <div key={note.id} className="bg-amber-50 text-amber-900 rounded-lg p-2 text-xs whitespace-pre-wrap border border-amber-100">
-                      {note.detail}
-                      <div className="text-amber-600/70 mt-1">{new Date(note.created_at).toLocaleString('zh-CN')}</div>
-                    </div>
-                  ))}
+                  ) : notes.map(note => {
+                    const isLeave = note.action === 'offline_leave'
+                    const isAssign = note.action === 'auto_assign'
+                    const box = isLeave
+                      ? 'bg-orange-50 text-orange-900 border-orange-100'
+                      : isAssign
+                        ? 'bg-blue-50 text-blue-900 border-blue-100'
+                        : 'bg-amber-50 text-amber-900 border-amber-100'
+                    const timeCls = isLeave ? 'text-orange-600/70' : isAssign ? 'text-blue-600/70' : 'text-amber-600/70'
+                    return (
+                      <div key={note.id} className={`rounded-lg p-2 text-xs whitespace-pre-wrap border ${box}`}>
+                        {(isLeave || isAssign) && (
+                          <div className="font-medium mb-0.5">{isLeave ? '离线留言' : '自动分配'}</div>
+                        )}
+                        {note.detail}
+                        <div className={`mt-1 ${timeCls}`}>{new Date(note.created_at).toLocaleString('zh-CN')}</div>
+                      </div>
+                    )
+                  })}
                 </div>
                 {canOperate && (
                   <div className="mt-2 flex gap-1">

web/src/router/index.tsx

@@ -17,6 +17,7 @@ const Tenants = lazy(() => import('@/pages/admin/Tenants'))
 const Plans = lazy(() => import('@/pages/admin/Plans'))
 const Ops = lazy(() => import('@/pages/admin/Ops'))
 const WidgetPreview = lazy(() => import('@/pages/WidgetPreview'))
+const WidgetEmbed = lazy(() => import('@/pages/WidgetEmbed'))
 
 const loading = (
   <div className="h-full flex items-center justify-center">
@@ -31,6 +32,7 @@ function Lazy({ children }: { children: React.ReactNode }) {
 export const router = createBrowserRouter([
   { path: '/login', element: <Lazy><Login /></Lazy> },
   { path: '/widget/preview', element: <Lazy><WidgetPreview /></Lazy> },
+  { path: '/widget/embed', element: <Lazy><WidgetEmbed /></Lazy> },
   {
     path: '/',
     element: <RequireAuth />,

web/src/widgets/VisitorChat.tsx

@@ -1,4 +1,4 @@
-import { useState, useEffect, useRef, useCallback } from 'react'
+import { useState, useEffect, useRef, useCallback, useMemo } from 'react'
 import {
   CloseOutlined, MessageOutlined, SmileOutlined, SendOutlined,
   StarFilled, MinusOutlined, PictureOutlined, CustomerServiceOutlined,
@@ -12,19 +12,36 @@ interface Message {
   type?: 'text' | 'image'
 }
 
-const quickQuestions = ['查询订单状态', '退换货政策', '配送时效说明']
-const STORAGE_KEY = 'kefu_widget_session'
-const VISITOR_TOKEN_KEY = 'kefu_widget_visitor_token'
+const defaultQuickQuestions = ['查询订单状态', '退换货政策', '配送时效说明']
 
-const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
-  const [open, setOpen] = useState(defaultOpen)
+type LayoutMode = 'floating' | 'fill'
+
+interface VisitorChatProps {
+  defaultOpen?: boolean
+  channelKey?: string
+  /** 是否在 iframe 嵌入模式（关闭/最小化会 postMessage 给宿主） */
+  embedded?: boolean
+  layout?: LayoutMode
+}
+
+const VisitorChat = ({
+  defaultOpen = false,
+  channelKey = 'WK_8a3f2e',
+  embedded = false,
+  layout = 'floating',
+}: VisitorChatProps) => {
+  const storageKey = useMemo(() => `kefu_widget_session_${channelKey}`, [channelKey])
+  const tokenKey = useMemo(() => `kefu_widget_visitor_token_${channelKey}`, [channelKey])
+  const msgsKey = useMemo(() => `${storageKey}_msgs`, [storageKey])
+
+  const [open, setOpen] = useState(defaultOpen || layout === 'fill')
   const [sessionId, setSessionId] = useState<number | null>(() => {
-    const saved = localStorage.getItem(STORAGE_KEY)
+    const saved = localStorage.getItem(storageKey)
     return saved ? Number(saved) : null
   })
-  const [visitorToken, setVisitorToken] = useState<string>(() => localStorage.getItem(VISITOR_TOKEN_KEY) || '')
+  const [visitorToken, setVisitorToken] = useState<string>(() => localStorage.getItem(tokenKey) || '')
   const [messages, setMessages] = useState<Message[]>(() => {
-    const saved = localStorage.getItem(STORAGE_KEY + '_msgs')
+    const saved = localStorage.getItem(msgsKey)
     return saved ? JSON.parse(saved) : []
   })
   const [input, setInput] = useState('')
@@ -37,6 +54,13 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
   const [hoverStar, setHoverStar] = useState(0)
   const [imagePreview, setImagePreview] = useState<string | null>(null)
   const [sendError, setSendError] = useState('')
+  const [agentsOnline, setAgentsOnline] = useState(true)
+  const [offlinePrompt, setOfflinePrompt] = useState('当前无客服在线，请留言并留下联系方式，我们上线后会尽快回复您。')
+  const [agentName, setAgentName] = useState('')
+  const [leaveName, setLeaveName] = useState('')
+  const [leavePhone, setLeavePhone] = useState('')
+  const [leaveEmail, setLeaveEmail] = useState('')
+  const [leaveSent, setLeaveSent] = useState(false)
   const pollRef = useRef<number | null>(null)
   const initRef = useRef(false)
   const typingTimerRef = useRef<number | null>(null)
@@ -47,7 +71,7 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
 
   const loadMessages = useCallback(async (sid?: number, token?: string) => {
     const s = sid || sessionId
-    const visitorCredential = token || visitorToken || localStorage.getItem(VISITOR_TOKEN_KEY) || ''
+    const visitorCredential = token || visitorToken || localStorage.getItem(tokenKey) || ''
     if (!s || !visitorCredential) return
     try {
       const res = await fetch(`/api/widget/messages?session_id=${s}`, {
@@ -63,10 +87,10 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
           time: new Date(m.sent_at).toLocaleTimeString('zh-CN', { hour: '2-digit', minute: '2-digit' }),
         }))
         setMessages(msgs)
-        localStorage.setItem(STORAGE_KEY + '_msgs', JSON.stringify(msgs))
+        localStorage.setItem(msgsKey, JSON.stringify(msgs))
       }
     } catch { /* ignore */ }
-  }, [sessionId, visitorToken])
+  }, [sessionId, visitorToken, tokenKey, msgsKey])
 
   const initSession = useCallback(async () => {
     if (sessionId && visitorToken) {
@@ -76,21 +100,31 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
     if (initRef.current) return
     initRef.current = true
     try {
-      const res = await fetch(`/api/widget/init?channel_key=WK_8a3f2e&visitor_name=客服云访客`, { method: 'POST' })
+      const res = await fetch(`/api/widget/init?channel_key=${encodeURIComponent(channelKey)}&visitor_name=${encodeURIComponent('访客')}`, {
+        method: 'POST',
+      })
       const json = await res.json()
       if (json.code === 0) {
-        const sid = json.data.session_id
-        const token = json.data.visitor_token
+        const data = json.data
+        const sid = data.session_id
+        const token = data.visitor_token
         setSessionId(sid)
         setVisitorToken(token)
-        localStorage.setItem(STORAGE_KEY, String(sid))
-        localStorage.setItem(VISITOR_TOKEN_KEY, token)
+        setAgentsOnline(Boolean(data.agents_online))
+        if (data.offline_prompt) setOfflinePrompt(data.offline_prompt)
+        if (data.agent_name) setAgentName(data.agent_name)
+        if (data.session_status === 'ended') setSessionEnded(true)
+        localStorage.setItem(storageKey, String(sid))
+        localStorage.setItem(tokenKey, token)
         await loadMessages(sid, token)
+      } else {
+        setSendError(json.message || '初始化会话失败')
       }
     } catch (e) {
       console.error('Init failed:', e)
+      setSendError('连接客服失败，请稍后重试')
     }
-  }, [sessionId, visitorToken, loadMessages])
+  }, [sessionId, visitorToken, loadMessages, channelKey, storageKey, tokenKey])
 
   useEffect(() => {
     if (open) initSession()
@@ -115,7 +149,6 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
       try {
         const payload = JSON.parse(event.data)
         if (payload.session_id === sessionId && payload.type === 'typing') {
-          // 仅展示客服侧输入状态
           if (payload.data?.from && payload.data.from !== 'agent') return
           setAgentTyping(true)
           if (typingTimerRef.current) clearTimeout(typingTimerRef.current)
@@ -123,9 +156,15 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
           return
         }
         if (payload.session_id === sessionId && (payload.type === 'message' || payload.type === 'session_updated')) {
-          if (payload.type === 'session_updated' && payload.data?.status === 'ended') {
-            setSessionEnded(true)
-            setShowRating(true)
+          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)
@@ -139,14 +178,20 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
       socketRef.current = null
       if (typingTimerRef.current) clearTimeout(typingTimerRef.current)
     }
-  }, [sessionId, visitorToken, open, loadMessages])
+  }, [sessionId, visitorToken, open, loadMessages, agentName])
 
   useEffect(() => {
     chatEndRef.current?.scrollIntoView({ behavior: 'smooth' })
   }, [messages, agentTyping, open, imagePreview])
 
+  const notifyHost = (type: 'kefu-widget-close' | 'kefu-widget-minimize') => {
+    if (embedded && window.parent && window.parent !== window) {
+      window.parent.postMessage({ type }, '*')
+    }
+  }
+
   const emitTyping = () => {
-    if (!sessionId || sessionEnded) return
+    if (!sessionId || sessionEnded || !agentsOnline) return
     const now = Date.now()
     if (now - lastTypingAt.current < 1200 || socketRef.current?.readyState !== WebSocket.OPEN) return
     lastTypingAt.current = now
@@ -169,6 +214,10 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
 
   const sendMessage = async (text: string) => {
     if (!text.trim() || sending || sessionEnded) return
+    if (!agentsOnline) {
+      setSendError('当前无客服在线，请使用下方留言表单')
+      return
+    }
     const content = text.trim()
     setInput('')
     setSendError('')
@@ -194,8 +243,42 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
     }
   }
 
+  const submitLeaveMessage = async () => {
+    if (!sessionId || !visitorToken || sending || leaveSent) return
+    const content = input.trim() || '请尽快与我联系，谢谢。'
+    if (!leavePhone.trim() && !leaveEmail.trim()) {
+      setSendError('请至少填写手机号或邮箱')
+      return
+    }
+    setSending(true)
+    setSendError('')
+    try {
+      const res = await fetch('/api/widget/leave-message', {
+        method: 'POST',
+        headers: { 'Content-Type': 'application/json', 'X-Visitor-Token': visitorToken },
+        body: JSON.stringify({
+          session_id: sessionId,
+          content,
+          name: leaveName.trim(),
+          phone: leavePhone.trim(),
+          email: leaveEmail.trim(),
+        }),
+      })
+      const json = await res.json()
+      if (json.code !== 0) throw new Error(json.message || '留言失败')
+      setLeaveSent(true)
+      setInput('')
+      if (json.data?.agents_online) setAgentsOnline(true)
+      await loadMessages(sessionId, visitorToken)
+    } catch (e) {
+      setSendError(e instanceof Error ? e.message : '留言失败')
+    } finally {
+      setSending(false)
+    }
+  }
+
   const handleImageFile = (file?: File | null) => {
-    if (!file || sessionEnded || !sessionId) return
+    if (!file || sessionEnded || !sessionId || !agentsOnline) return
     if (!['image/jpeg', 'image/png', 'image/gif'].includes(file.type)) {
       setSendError('仅支持 jpg、png、gif 图片')
       return
@@ -211,7 +294,7 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
   }
 
   const sendImage = async () => {
-    if (!imagePreview || sending || sessionEnded) return
+    if (!imagePreview || sending || sessionEnded || !agentsOnline) return
     setSending(true)
     setSendError('')
     const localMsg: Message = {
@@ -241,11 +324,13 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
 
   const handleClose = () => {
     setOpen(false)
+    notifyHost('kefu-widget-close')
     if (sessionEnded && !rated) setShowRating(true)
   }
 
   const handleMinimize = () => {
     setOpen(false)
+    notifyHost('kefu-widget-minimize')
   }
 
   const submitRating = async (score: number) => {
@@ -266,12 +351,290 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
     }
   }
 
-  const showWelcome = messages.length === 0
-  const showQuick = messages.length <= 1 && !sessionEnded
+  const showWelcome = messages.length === 0 && !leaveSent
+  const showQuick = messages.length <= 1 && !sessionEnded && agentsOnline
+  const isFill = layout === 'fill'
+  const shellClass = isFill
+    ? 'relative w-full h-full flex flex-col bg-white overflow-hidden'
+    : 'fixed z-50 right-6 bottom-6 w-[400px] h-[600px] max-w-[calc(100vw-32px)] max-h-[calc(100vh-32px)] flex flex-col rounded-xl overflow-hidden bg-white'
+
+  const panel = open && (
+    <div className={shellClass} style={isFill ? undefined : { boxShadow: 'var(--shadow-floating)' }}>
+      <header className="shrink-0 px-4 py-4 bg-[#2563eb] text-white flex items-center gap-3">
+        <div className="w-10 h-10 rounded-full bg-white/20 flex items-center justify-center shrink-0">
+          <CustomerServiceOutlined className="text-lg text-white" />
+        </div>
+        <div className="flex-1 min-w-0">
+          <h1 className="m-0 text-[15px] font-semibold leading-tight text-white">在线客服</h1>
+          <p className="m-0 text-xs leading-normal text-white/80 flex items-center gap-1 mt-0.5">
+            <span
+              className="inline-block w-1.5 h-1.5 rounded-full"
+              style={{ background: sessionEnded ? '#94a3b8' : agentsOnline ? '#16a34a' : '#d97706' }}
+            />
+            {sessionEnded
+              ? '会话已结束'
+              : agentsOnline
+                ? (agentName ? `${agentName} 为您服务` : '正在为您服务')
+                : '客服离线 · 可留言'}
+          </p>
+        </div>
+        <div className="flex items-center gap-1 shrink-0">
+          {!isFill && (
+            <button
+              type="button"
+              onClick={handleMinimize}
+              className="w-7 h-7 rounded bg-white/15 hover:bg-white/25 border-0 cursor-pointer flex items-center justify-center text-white"
+              aria-label="最小化"
+            >
+              <MinusOutlined className="text-xs" />
+            </button>
+          )}
+          <button
+            type="button"
+            onClick={handleClose}
+            className="w-7 h-7 rounded bg-white/15 hover:bg-white/25 border-0 cursor-pointer flex items-center justify-center text-white"
+            aria-label="关闭"
+          >
+            <CloseOutlined className="text-xs" />
+          </button>
+        </div>
+      </header>
+
+      <section className="flex-1 overflow-y-auto p-4 flex flex-col gap-3 bg-neutral-50 no-scrollbar">
+        {showWelcome && (
+          <div className="flex flex-col items-center gap-3">
+            <div className="px-4 py-2 rounded-xl bg-white border border-neutral-200 max-w-[85%] text-center">
+              <p className="m-0 text-[13px] text-neutral-600 leading-normal">
+                {agentsOnline
+                  ? '您好！欢迎咨询，请问有什么可以帮您？'
+                  : offlinePrompt}
+              </p>
+            </div>
+          </div>
+        )}
+
+        {showQuick && (
+          <div className="flex flex-wrap gap-2 justify-center">
+            {defaultQuickQuestions.map((q, i) => (
+              <button
+                key={i}
+                type="button"
+                onClick={() => sendMessage(q)}
+                disabled={!sessionId || sending || sessionEnded}
+                className="px-3 py-1 rounded-full border border-[#2563eb] bg-white text-[#2563eb] text-xs cursor-pointer whitespace-nowrap hover:bg-[#eff6ff] disabled:opacity-50"
+              >
+                {q}
+              </button>
+            ))}
+          </div>
+        )}
+
+        {messages.map(msg => (
+          msg.sender === 'visitor' ? (
+            <div key={msg.id} className="flex justify-end max-w-[85%] ml-auto">
+              <div className={`rounded-xl bg-[#2563eb] text-white text-[13px] leading-normal ${msg.type === 'image' ? 'p-1.5' : 'px-4 py-3'}`}>
+                {msg.type === 'image' ? (
+                  <img src={msg.content} alt="图片" className="max-w-[180px] rounded-lg block" />
+                ) : (
+                  <p className="m-0 whitespace-pre-wrap break-words">{msg.content}</p>
+                )}
+              </div>
+            </div>
+          ) : (
+            <div key={msg.id} className="flex gap-2 max-w-[85%]">
+              <div className="w-8 h-8 rounded-full bg-neutral-200 flex items-center justify-center shrink-0 mt-0.5">
+                <CustomerServiceOutlined className="text-xs text-neutral-500" />
+              </div>
+              <div className={`rounded-xl bg-white border border-neutral-200 text-[13px] text-neutral-800 leading-normal ${msg.type === 'image' ? 'p-1.5' : 'px-4 py-3'}`}>
+                {msg.type === 'image' ? (
+                  <img src={msg.content} alt="图片" className="max-w-[180px] rounded-lg block" />
+                ) : (
+                  <p className="m-0 whitespace-pre-wrap break-words">{msg.content}</p>
+                )}
+              </div>
+            </div>
+          )
+        ))}
+
+        {agentTyping && (
+          <>
+            <div className="flex gap-2 max-w-[85%]">
+              <div className="w-8 h-8 rounded-full bg-neutral-200 flex items-center justify-center shrink-0 mt-0.5">
+                <CustomerServiceOutlined className="text-xs text-neutral-500" />
+              </div>
+              <div className="px-4 py-3 rounded-xl bg-white border border-neutral-200 flex items-center gap-1">
+                <span className="typing-dot" style={{ animationDelay: '0s' }} />
+                <span className="typing-dot" style={{ animationDelay: '0.2s' }} />
+                <span className="typing-dot" style={{ animationDelay: '0.4s' }} />
+              </div>
+            </div>
+            <p className="text-left text-xs text-neutral-400 m-0 pl-[42px]">客服正在输入...</p>
+          </>
+        )}
+        <div ref={chatEndRef} />
+      </section>
+
+      <footer className="shrink-0 relative px-4 py-3 bg-white border-t border-neutral-200">
+        <div
+          className="absolute top-0 left-0 right-0 h-[3px] pointer-events-none opacity-40"
+          style={{ background: 'linear-gradient(90deg, transparent 0%, #2563eb 50%, transparent 100%)' }}
+        />
+        {sendError && <div className="mb-2 text-xs text-red-500">{sendError}</div>}
+
+        {!agentsOnline && !sessionEnded && (
+          <div className="mb-3 p-3 rounded-lg border border-amber-100 bg-amber-50 space-y-2">
+            {leaveSent ? (
+              <div className="text-xs text-amber-800 leading-relaxed">
+                留言已提交，客服上线后会尽快联系您。您也可继续补充留言内容。
+              </div>
+            ) : (
+              <>
+                <div className="text-xs text-amber-800 font-medium">离线留言</div>
+                <input
+                  className="w-full h-8 px-2 rounded-md border border-neutral-200 bg-white text-xs outline-none"
+                  placeholder="您的姓名（可选）"
+                  value={leaveName}
+                  onChange={e => setLeaveName(e.target.value)}
+                />
+                <input
+                  className="w-full h-8 px-2 rounded-md border border-neutral-200 bg-white text-xs outline-none"
+                  placeholder="手机号"
+                  value={leavePhone}
+                  onChange={e => setLeavePhone(e.target.value)}
+                />
+                <input
+                  className="w-full h-8 px-2 rounded-md border border-neutral-200 bg-white text-xs outline-none"
+                  placeholder="邮箱"
+                  value={leaveEmail}
+                  onChange={e => setLeaveEmail(e.target.value)}
+                />
+              </>
+            )}
+          </div>
+        )}
+
+        {imagePreview && agentsOnline && (
+          <div className="mb-2 p-2 rounded-lg border border-neutral-200 bg-neutral-50 flex items-center gap-2">
+            <img src={imagePreview} alt="预览" className="w-14 h-14 object-cover rounded" />
+            <div className="flex-1 min-w-0 text-xs text-neutral-500">确认发送图片？</div>
+            <button type="button" className="text-xs text-neutral-400 border-0 bg-transparent cursor-pointer" onClick={() => setImagePreview(null)}>取消</button>
+            <button type="button" disabled={sending} className="text-xs px-2 py-1 rounded-md bg-[#2563eb] text-white border-0 cursor-pointer disabled:opacity-50" onClick={sendImage}>发送</button>
+          </div>
+        )}
+
+        {agentsOnline && (
+          <div className="flex items-center gap-2 mb-2">
+            <button
+              type="button"
+              className="w-8 h-8 rounded-md border-0 bg-transparent cursor-pointer flex items-center justify-center text-neutral-400 hover:bg-neutral-50 disabled:opacity-40"
+              aria-label="发送图片"
+              onClick={() => fileInputRef.current?.click()}
+              disabled={sessionEnded || !sessionId || sending}
+            >
+              <PictureOutlined className="text-base" />
+            </button>
+            <button type="button" className="w-8 h-8 rounded-md border-0 bg-transparent cursor-pointer flex items-center justify-center text-neutral-400 hover:bg-neutral-50" aria-label="表情">
+              <SmileOutlined className="text-base" />
+            </button>
+            <input
+              ref={fileInputRef}
+              type="file"
+              accept="image/jpeg,image/png,image/gif"
+              className="hidden"
+              onChange={e => { handleImageFile(e.target.files?.[0]); e.currentTarget.value = '' }}
+            />
+          </div>
+        )}
+
+        <div className="flex items-center gap-2">
+          <input
+            className="flex-1 min-w-0 h-10 px-3 rounded-xl border border-neutral-200 bg-neutral-50 text-[13px] text-neutral-800 outline-none focus:border-[#2563eb]"
+            placeholder={
+              sessionEnded
+                ? '会话已结束'
+                : !sessionId
+                  ? '正在连接...'
+                  : agentsOnline
+                    ? '输入消息...'
+                    : '描述您的问题（留言）'
+            }
+            value={input}
+            onChange={e => { setInput(e.target.value); if (agentsOnline) emitTyping() }}
+            onPaste={e => {
+              if (!agentsOnline) return
+              const item = Array.from(e.clipboardData.items).find(i => i.type.startsWith('image/'))
+              if (item) {
+                e.preventDefault()
+                handleImageFile(item.getAsFile())
+              }
+            }}
+            onKeyDown={e => {
+              if (e.key === 'Enter') {
+                if (agentsOnline) sendMessage(input)
+              }
+            }}
+            disabled={sending || !sessionId || sessionEnded}
+          />
+          {agentsOnline ? (
+            <button
+              type="button"
+              onClick={() => sendMessage(input)}
+              disabled={!input.trim() || sending || !sessionId || sessionEnded}
+              className="w-10 h-10 rounded-full border-0 bg-[#2563eb] hover:bg-[#1d4ed8] disabled:opacity-40 cursor-pointer flex items-center justify-center shrink-0"
+              aria-label="发送"
+            >
+              <SendOutlined className="text-white text-sm" />
+            </button>
+          ) : (
+            <button
+              type="button"
+              onClick={submitLeaveMessage}
+              disabled={sending || !sessionId || sessionEnded}
+              className="h-10 px-3 rounded-full border-0 bg-[#d97706] hover:bg-[#b45309] disabled:opacity-40 cursor-pointer text-white text-xs shrink-0"
+            >
+              {leaveSent ? '再留言' : '提交留言'}
+            </button>
+          )}
+        </div>
+      </footer>
+
+      {showRating && (
+        <div className="absolute inset-0 bg-black/40 flex items-center justify-center z-10">
+          <div className="bg-white rounded-xl p-6 mx-8 w-full max-w-xs text-center shadow-lg">
+            <div className="text-lg font-semibold text-neutral-800 mb-1">本次服务如何？</div>
+            <div className="text-sm text-neutral-400 mb-4">请对我们的服务进行评价</div>
+            <div className="flex justify-center gap-1.5 mb-4">
+              {[1, 2, 3, 4, 5].map(star => (
+                <StarFilled
+                  key={star}
+                  className="text-2xl cursor-pointer transition-colors"
+                  style={{ color: star <= hoverStar ? '#facc15' : '#e2e8f0' }}
+                  onMouseEnter={() => setHoverStar(star)}
+                  onMouseLeave={() => setHoverStar(0)}
+                  onClick={() => submitRating(star)}
+                />
+              ))}
+            </div>
+            <textarea
+              className="w-full rounded-lg border border-neutral-200 p-2 text-sm outline-none focus:border-blue-400 mb-3 resize-none"
+              rows={3}
+              maxLength={500}
+              value={ratingText}
+              onChange={e => setRatingText(e.target.value)}
+              placeholder="可选：写下您的服务感受"
+            />
+            <button type="button" onClick={() => setShowRating(false)} className="text-sm text-neutral-400 hover:text-neutral-600 border-0 bg-transparent cursor-pointer">
+              跳过
+            </button>
+          </div>
+        </div>
+      )}
+    </div>
+  )
 
   return (
     <>
-      {!open && (
+      {!open && layout === 'floating' && (
         <button
           type="button"
           onClick={handleOpen}
@@ -282,233 +645,7 @@ const VisitorChat = ({ defaultOpen = false }: { defaultOpen?: boolean }) => {
           <MessageOutlined className="text-xl" />
         </button>
       )}
-
-      {open && (
-        <div
-          className="fixed z-50 right-6 bottom-6 w-[400px] h-[600px] max-w-[calc(100vw-32px)] max-h-[calc(100vh-32px)] flex flex-col rounded-xl overflow-hidden bg-white"
-          style={{ boxShadow: 'var(--shadow-floating)' }}
-        >
-          <header className="shrink-0 px-4 py-4 bg-[#2563eb] text-white flex items-center gap-3">
-            <div className="w-10 h-10 rounded-full bg-white/20 flex items-center justify-center shrink-0">
-              <CustomerServiceOutlined className="text-lg text-white" />
-            </div>
-            <div className="flex-1 min-w-0">
-              <h1 className="m-0 text-[15px] font-semibold leading-tight text-white">在线客服</h1>
-              <p className="m-0 text-xs leading-normal text-white/80 flex items-center gap-1 mt-0.5">
-                <span className="inline-block w-1.5 h-1.5 rounded-full bg-[#16a34a]" />
-                {sessionEnded ? '会话已结束' : '正在为您服务'}
-              </p>
-            </div>
-            <div className="flex items-center gap-1 shrink-0">
-              <button
-                type="button"
-                onClick={handleMinimize}
-                className="w-7 h-7 rounded bg-white/15 hover:bg-white/25 border-0 cursor-pointer flex items-center justify-center text-white"
-                aria-label="最小化"
-              >
-                <MinusOutlined className="text-xs" />
-              </button>
-              <button
-                type="button"
-                onClick={handleClose}
-                className="w-7 h-7 rounded bg-white/15 hover:bg-white/25 border-0 cursor-pointer flex items-center justify-center text-white"
-                aria-label="关闭"
-              >
-                <CloseOutlined className="text-xs" />
-              </button>
-            </div>
-          </header>
-
-          <section className="flex-1 overflow-y-auto p-4 flex flex-col gap-3 bg-neutral-50 no-scrollbar">
-            {showWelcome && (
-              <div className="flex flex-col items-center gap-3">
-                <div className="px-4 py-2 rounded-xl bg-white border border-neutral-200 max-w-[85%] text-center">
-                  <p className="m-0 text-[13px] text-neutral-600 leading-normal">
-                    您好！欢迎咨询，请问有什么可以帮您？
-                  </p>
-                </div>
-              </div>
-            )}
-
-            {showQuick && (
-              <div className="flex flex-wrap gap-2 justify-center">
-                {quickQuestions.map((q, i) => (
-                  <button
-                    key={i}
-                    type="button"
-                    onClick={() => sendMessage(q)}
-                    disabled={!sessionId || sending || sessionEnded}
-                    className="px-3 py-1 rounded-full border border-[#2563eb] bg-white text-[#2563eb] text-xs cursor-pointer whitespace-nowrap hover:bg-[#eff6ff] disabled:opacity-50"
-                  >
-                    {q}
-                  </button>
-                ))}
-              </div>
-            )}
-
-            {messages.map(msg => (
-              msg.sender === 'visitor' ? (
-                <div key={msg.id} className="flex justify-end max-w-[85%] ml-auto">
-                  <div className={`rounded-xl bg-[#2563eb] text-white text-[13px] leading-normal ${msg.type === 'image' ? 'p-1.5' : 'px-4 py-3'}`}>
-                    {msg.type === 'image' ? (
-                      <img src={msg.content} alt="图片" className="max-w-[180px] rounded-lg block" />
-                    ) : (
-                      <p className="m-0 whitespace-pre-wrap break-words">{msg.content}</p>
-                    )}
-                  </div>
-                </div>
-              ) : (
-                <div key={msg.id} className="flex gap-2 max-w-[85%]">
-                  <div className="w-8 h-8 rounded-full bg-neutral-200 flex items-center justify-center shrink-0 mt-0.5">
-                    <CustomerServiceOutlined className="text-xs text-neutral-500" />
-                  </div>
-                  <div className={`rounded-xl bg-white border border-neutral-200 text-[13px] text-neutral-800 leading-normal ${msg.type === 'image' ? 'p-1.5' : 'px-4 py-3'}`}>
-                    {msg.type === 'image' ? (
-                      <img src={msg.content} alt="图片" className="max-w-[180px] rounded-lg block" />
-                    ) : (
-                      <p className="m-0 whitespace-pre-wrap break-words">{msg.content}</p>
-                    )}
-                  </div>
-                </div>
-              )
-            ))}
-
-            {agentTyping && (
-              <>
-                <div className="flex gap-2 max-w-[85%]">
-                  <div className="w-8 h-8 rounded-full bg-neutral-200 flex items-center justify-center shrink-0 mt-0.5">
-                    <CustomerServiceOutlined className="text-xs text-neutral-500" />
-                  </div>
-                  <div className="px-4 py-3 rounded-xl bg-white border border-neutral-200 flex items-center gap-1">
-                    <span className="typing-dot" style={{ animationDelay: '0s' }} />
-                    <span className="typing-dot" style={{ animationDelay: '0.2s' }} />
-                    <span className="typing-dot" style={{ animationDelay: '0.4s' }} />
-                  </div>
-                </div>
-                <p className="text-left text-xs text-neutral-400 m-0 pl-[42px]">客服正在输入...</p>
-              </>
-            )}
-            <div ref={chatEndRef} />
-          </section>
-
-          <footer className="shrink-0 relative px-4 py-3 bg-white border-t border-neutral-200">
-            <div
-              className="absolute top-0 left-0 right-0 h-[3px] pointer-events-none opacity-40"
-              style={{ background: 'linear-gradient(90deg, transparent 0%, #2563eb 50%, transparent 100%)' }}
-            />
-            {sendError && (
-              <div className="mb-2 text-xs text-red-500">{sendError}</div>
-            )}
-            {imagePreview && (
-              <div className="mb-2 p-2 rounded-lg border border-neutral-200 bg-neutral-50 flex items-center gap-2">
-                <img src={imagePreview} alt="预览" className="w-14 h-14 object-cover rounded" />
-                <div className="flex-1 min-w-0 text-xs text-neutral-500">确认发送图片？</div>
-                <button
-                  type="button"
-                  className="text-xs text-neutral-400 hover:text-neutral-600 border-0 bg-transparent cursor-pointer"
-                  onClick={() => setImagePreview(null)}
-                >
-                  取消
-                </button>
-                <button
-                  type="button"
-                  disabled={sending}
-                  className="text-xs px-2 py-1 rounded-md bg-[#2563eb] text-white border-0 cursor-pointer disabled:opacity-50"
-                  onClick={sendImage}
-                >
-                  发送
-                </button>
-              </div>
-            )}
-            <div className="flex items-center gap-2 mb-2">
-              <button
-                type="button"
-                className="w-8 h-8 rounded-md border-0 bg-transparent cursor-pointer flex items-center justify-center text-neutral-400 hover:bg-neutral-50 disabled:opacity-40"
-                aria-label="发送图片"
-                onClick={() => fileInputRef.current?.click()}
-                disabled={sessionEnded || !sessionId || sending}
-              >
-                <PictureOutlined className="text-base" />
-              </button>
-              <button
-                type="button"
-                className="w-8 h-8 rounded-md border-0 bg-transparent cursor-pointer flex items-center justify-center text-neutral-400 hover:bg-neutral-50"
-                aria-label="表情"
-              >
-                <SmileOutlined className="text-base" />
-              </button>
-              <input
-                ref={fileInputRef}
-                type="file"
-                accept="image/jpeg,image/png,image/gif"
-                className="hidden"
-                onChange={e => {
-                  handleImageFile(e.target.files?.[0])
-                  e.currentTarget.value = ''
-                }}
-              />
-            </div>
-            <div className="flex items-center gap-2">
-              <input
-                className="flex-1 min-w-0 h-10 px-3 rounded-xl border border-neutral-200 bg-neutral-50 text-[13px] text-neutral-800 outline-none focus:border-[#2563eb]"
-                placeholder={sessionEnded ? '会话已结束' : sessionId ? '输入消息...' : '正在连接...'}
-                value={input}
-                onChange={e => { setInput(e.target.value); emitTyping() }}
-                onPaste={e => {
-                  const item = Array.from(e.clipboardData.items).find(i => i.type.startsWith('image/'))
-                  if (item) {
-                    e.preventDefault()
-                    handleImageFile(item.getAsFile())
-                  }
-                }}
-                onKeyDown={e => { if (e.key === 'Enter') sendMessage(input) }}
-                disabled={sending || !sessionId || sessionEnded}
-              />
-              <button
-                type="button"
-                onClick={() => sendMessage(input)}
-                disabled={!input.trim() || sending || !sessionId || sessionEnded}
-                className="w-10 h-10 rounded-full border-0 bg-[#2563eb] hover:bg-[#1d4ed8] disabled:opacity-40 cursor-pointer flex items-center justify-center shrink-0"
-                aria-label="发送"
-              >
-                <SendOutlined className="text-white text-sm" />
-              </button>
-            </div>
-          </footer>
-
-          {showRating && (
-            <div className="absolute inset-0 bg-black/40 flex items-center justify-center z-10">
-              <div className="bg-white rounded-xl p-6 mx-8 w-full max-w-xs text-center shadow-lg">
-                <div className="text-lg font-semibold text-neutral-800 mb-1">本次服务如何？</div>
-                <div className="text-sm text-neutral-400 mb-4">请对我们的服务进行评价</div>
-                <div className="flex justify-center gap-1.5 mb-4">
-                  {[1, 2, 3, 4, 5].map(star => (
-                    <StarFilled
-                      key={star}
-                      className="text-2xl cursor-pointer transition-colors"
-                      style={{ color: star <= hoverStar ? '#facc15' : '#e2e8f0' }}
-                      onMouseEnter={() => setHoverStar(star)}
-                      onMouseLeave={() => setHoverStar(0)}
-                      onClick={() => submitRating(star)}
-                    />
-                  ))}
-                </div>
-                <textarea
-                  className="w-full rounded-lg border border-neutral-200 p-2 text-sm outline-none focus:border-blue-400 mb-3 resize-none"
-                  rows={3}
-                  maxLength={500}
-                  value={ratingText}
-                  onChange={e => setRatingText(e.target.value)}
-                  placeholder="可选：写下您的服务感受"
-                />
-                <button type="button" onClick={() => setShowRating(false)} className="text-sm text-neutral-400 hover:text-neutral-600 border-0 bg-transparent cursor-pointer">
-                  跳过
-                </button>
-              </div>
-            </div>
-          )}
-        </div>
-      )}
+      {panel}
     </>
   )
 }