完善访客结束流程与转接可见性

- 会话结束后支持重新咨询，评价改为选星+快捷文案再提交
- 转接/分配事件写入操作人与目标坐席，工作台时间线与备注可见

web/src/widgets/VisitorChat.tsx

@@ -54,8 +54,24 @@ const VisitorChat = ({
   const [rated, setRated] = useState(false)
   const [sessionEnded, setSessionEnded] = useState(false)
   const [agentTyping, setAgentTyping] = useState(false)
+  const [ratingScore, setRatingScore] = useState(0)
   const [ratingText, setRatingText] = useState('')
   const [hoverStar, setHoverStar] = useState(0)
+  const [ratingSubmitting, setRatingSubmitting] = useState(false)
+
+  /** 评价快捷文案：按星级展示更贴切的选项 */
+  const ratingPresets = useMemo(() => {
+    if (ratingScore >= 5) {
+      return ['服务很棒，非常感谢！', '回复及时，专业耐心', '问题已顺利解决', '下次还会咨询']
+    }
+    if (ratingScore === 4) {
+      return ['整体不错，体验良好', '基本解决了问题', '态度很好，继续加油', '回复比较及时']
+    }
+    if (ratingScore >= 1 && ratingScore <= 3) {
+      return ['等待时间偏长', '问题未完全解决', '希望回复更清晰一些', '需要再跟进一下']
+    }
+    return ['服务很好，感谢！', '回复及时，很专业', '问题已解决', '等待时间稍长']
+  }, [ratingScore])
   const [pendingImage, setPendingImage] = useState<{ file: File; preview: string } | null>(null)
   const [sendError, setSendError] = useState('')
   const [agentsOnline, setAgentsOnline] = useState(true)
@@ -256,9 +272,96 @@ const VisitorChat = ({
     return true
   }, [])
 
+  /** 调用 Init 创建新会话并写入本地状态（不复用已结束会话） */
+  const bootstrapNewSession = useCallback(async () => {
+    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) {
+      throw new Error(json.message || '初始化会话失败')
+    }
+    const data = json.data
+    const sid = data.session_id as number
+    const token = data.visitor_token as string
+    setSessionId(sid)
+    setVisitorToken(token)
+    sessionIdRef.current = sid
+    visitorTokenRef.current = token
+    setAgentsOnline(Boolean(data.agents_online))
+    if (data.offline_prompt) setOfflinePrompt(data.offline_prompt)
+    if (data.welcome_message) setWelcomeMessage(data.welcome_message)
+    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)
+    else setAgentName('')
+    setSessionEnded(false)
+    setRated(false)
+    setShowRating(false)
+    setLeaveSent(false)
+    setMessages([])
+    localStorage.setItem(storageKey, String(sid))
+    localStorage.setItem(tokenKey, token)
+    localStorage.removeItem(msgsKey)
+    lastSeqRef.current = 0
+    await loadMessages(sid, token, { full: true })
+  }, [channelKey, loadMessages, storageKey, tokenKey, msgsKey])
+
+  const closeSocket = useCallback(() => {
+    const sock = socketRef.current
+    if (!sock) return
+    try {
+      sock.onclose = null
+      sock.close()
+    } catch { /* ignore */ }
+    socketRef.current = null
+  }, [])
+
+  /** 会话结束后重新咨询：清本地凭证并 Init 新会话 */
+  const startNewSession = useCallback(async () => {
+    if (sending) return
+    setSending(true)
+    setSendError('')
+    setShowRating(false)
+    closeSocket()
+    localStorage.removeItem(storageKey)
+    localStorage.removeItem(tokenKey)
+    localStorage.removeItem(msgsKey)
+    setSessionId(null)
+    setVisitorToken('')
+    sessionIdRef.current = null
+    visitorTokenRef.current = ''
+    setMessages([])
+    setInput('')
+    setSessionEnded(false)
+    setRated(false)
+    setRatingScore(0)
+    setRatingText('')
+    setHoverStar(0)
+    setAgentTyping(false)
+    setAgentName('')
+    setLeaveSent(false)
+    setPendingImage(prev => {
+      if (prev?.preview) URL.revokeObjectURL(prev.preview)
+      return null
+    })
+    lastSeqRef.current = 0
+    initRef.current = true
+    try {
+      await bootstrapNewSession()
+    } catch (e) {
+      console.error('Start new session failed:', e)
+      setSendError(e instanceof Error ? e.message : '发起新咨询失败，请稍后重试')
+      initRef.current = false
+    } finally {
+      setSending(false)
+    }
+  }, [sending, closeSocket, storageKey, tokenKey, msgsKey, bootstrapNewSession])
+
   const initSession = useCallback(async () => {
     if (sessionId && visitorToken) {
-      // 本地有 seq 游标时增量补齐，否则全量
+      // 本地有 seq 游标时增量补齐，否则全量（若已结束会由 loadMessages 带回状态）
       const after = lastSeqRef.current
       await loadMessages(sessionId, visitorToken, after > 0 ? { afterSeq: after } : { full: true })
       return
@@ -266,38 +369,13 @@ const VisitorChat = ({
     if (initRef.current) return
     initRef.current = true
     try {
-      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 data = json.data
-        const sid = data.session_id
-        const token = data.visitor_token
-        setSessionId(sid)
-        setVisitorToken(token)
-        setAgentsOnline(Boolean(data.agents_online))
-        if (data.offline_prompt) setOfflinePrompt(data.offline_prompt)
-        if (data.welcome_message) setWelcomeMessage(data.welcome_message)
-        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' || data.session_status === 'archived') {
-          setSessionEnded(true)
-          setShowRating(true)
-        }
-        localStorage.setItem(storageKey, String(sid))
-        localStorage.setItem(tokenKey, token)
-        lastSeqRef.current = 0
-        await loadMessages(sid, token, { full: true })
-      } else {
-        setSendError(json.message || '初始化会话失败')
-      }
+      await bootstrapNewSession()
     } catch (e) {
       console.error('Init failed:', e)
-      setSendError('连接客服失败，请稍后重试')
+      setSendError(e instanceof Error ? e.message : '连接客服失败，请稍后重试')
+      initRef.current = false
     }
-  }, [sessionId, visitorToken, loadMessages, channelKey, storageKey, tokenKey])
+  }, [sessionId, visitorToken, loadMessages, bootstrapNewSession])
 
   useEffect(() => {
     sessionIdRef.current = sessionId
@@ -622,24 +700,38 @@ const VisitorChat = ({
     notifyHost('kefu-widget-minimize')
   }
 
-  const submitRating = async (score: number) => {
-    if (!sessionId || !visitorToken || rated) return
+  const submitRating = async () => {
+    if (!sessionId || !visitorToken || rated || ratingSubmitting) return
+    if (ratingScore < 1 || ratingScore > 5) {
+      setSendError('请先点击星星选择评分')
+      return
+    }
+    setRatingSubmitting(true)
+    setSendError('')
     try {
       const res = await fetch('/api/widget/rating', {
         method: 'POST',
         headers: { 'Content-Type': 'application/json', 'X-Visitor-Token': visitorToken },
-        body: JSON.stringify({ session_id: sessionId, score, text: ratingText }),
+        body: JSON.stringify({
+          session_id: sessionId,
+          score: ratingScore,
+          text: ratingText.trim(),
+        }),
       })
       const json = await res.json()
       if (json.code === 0) {
         setRated(true)
         setShowRating(false)
+        setRatingScore(0)
+        setRatingText('')
         setSendError('')
       } else {
         setSendError(json.message || '评价提交失败')
       }
     } catch {
       setSendError('评价提交失败，请稍后重试')
+    } finally {
+      setRatingSubmitting(false)
     }
   }
 
@@ -775,16 +867,29 @@ 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>
+        {sessionEnded && (
+          <div className="mb-3 space-y-2">
+            {!rated && (
+              <div className="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>
+            )}
             <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"
+              onClick={() => { void startNewSession() }}
+              disabled={sending}
+              className="w-full h-10 rounded-xl border-0 bg-[#2563eb] hover:bg-[#1d4ed8] disabled:opacity-50 cursor-pointer text-white text-sm font-medium"
             >
-              去评价
+              {sending ? '正在接入...' : '重新咨询'}
             </button>
+            <p className="m-0 text-center text-[11px] text-neutral-400">将开启新会话，历史消息仅保留在本页展示到重新接入前</p>
           </div>
         )}
 
@@ -820,7 +925,7 @@ const VisitorChat = ({
           </div>
         )}
 
-        {pendingImage && agentsOnline && (
+        {!sessionEnded && pendingImage && agentsOnline && (
           <div className="mb-2 p-2 rounded-lg border border-neutral-200 bg-neutral-50 flex items-center gap-2">
             <img src={pendingImage.preview} alt="预览" className="w-14 h-14 object-cover rounded" />
             <div className="flex-1 min-w-0 text-xs text-neutral-500">确认上传并发送？（自动转 WebP）</div>
@@ -838,20 +943,20 @@ const VisitorChat = ({
           </div>
         )}
 
-        {agentsOnline && (
+        {!sessionEnded && 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}
+              disabled={!sessionId || sending}
             >
               <PictureOutlined className="text-base" />
             </button>
             <EmojiPicker
               onSelect={insertEmoji}
-              disabled={sessionEnded || !sessionId || sending}
+              disabled={!sessionId || sending}
               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"
               placement="topLeft"
             />
@@ -865,87 +970,146 @@ const VisitorChat = ({
           </div>
         )}
 
-        <div className="flex items-center gap-2">
-          <input
-            ref={textInputRef}
-            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
+        {!sessionEnded && (
+          <div className="flex items-center gap-2">
+            <input
+              ref={textInputRef}
+              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={
+                !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>
+              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}
+            />
+            {agentsOnline ? (
+              <button
+                type="button"
+                onClick={() => sendMessage(input)}
+                disabled={!input.trim() || sending || !sessionId}
+                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}
+                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="absolute inset-0 bg-black/40 flex items-center justify-center z-10 p-4">
+          <div className="bg-white rounded-xl p-5 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 className="text-sm text-neutral-400 mb-3">先点亮星级，可补充感受后再提交</div>
+            <div className="flex justify-center gap-1.5 mb-1">
+              {[1, 2, 3, 4, 5].map(star => {
+                const active = star <= (hoverStar || ratingScore)
+                return (
+                  <StarFilled
+                    key={star}
+                    className="text-2xl cursor-pointer transition-colors"
+                    style={{ color: active ? '#facc15' : '#e2e8f0' }}
+                    onMouseEnter={() => setHoverStar(star)}
+                    onMouseLeave={() => setHoverStar(0)}
+                    onClick={() => {
+                      setRatingScore(star)
+                      setSendError('')
+                    }}
+                  />
+                )
+              })}
+            </div>
+            <div className="text-xs text-neutral-400 mb-3 h-4">
+              {ratingScore > 0 ? `${ratingScore} 星` : '请选择 1～5 星'}
+            </div>
+            <div className="flex flex-wrap gap-1.5 justify-center mb-3">
+              {ratingPresets.map(preset => {
+                const selected = ratingText === preset
+                return (
+                  <button
+                    key={preset}
+                    type="button"
+                    onClick={() => setRatingText(prev => (prev === preset ? '' : preset))}
+                    className={`px-2 py-1 rounded-full text-[11px] border cursor-pointer transition-colors ${
+                      selected
+                        ? 'bg-[#2563eb] border-[#2563eb] text-white'
+                        : 'bg-neutral-50 border-neutral-200 text-neutral-600 hover:border-blue-300 hover:text-blue-600'
+                    }`}
+                  >
+                    {preset}
+                  </button>
+                )
+              })}
             </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"
+              className="w-full rounded-lg border border-neutral-200 p-2 text-sm outline-none focus:border-blue-400 mb-3 resize-none text-left"
               rows={3}
               maxLength={500}
               value={ratingText}
               onChange={e => setRatingText(e.target.value)}
-              placeholder="可选：写下您的服务感受"
+              placeholder="可选：点击上方标签快速填入，或自行输入"
             />
-            <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
+              type="button"
+              disabled={ratingSubmitting || ratingScore < 1}
+              onClick={() => { void submitRating() }}
+              className="w-full h-10 rounded-xl border-0 bg-[#2563eb] hover:bg-[#1d4ed8] disabled:opacity-40 cursor-pointer text-white text-sm font-medium mb-2"
+            >
+              {ratingSubmitting ? '提交中...' : '提交评价'}
             </button>
+            <div className="flex flex-col gap-1.5">
+              <button
+                type="button"
+                onClick={() => {
+                  setShowRating(false)
+                  setRatingScore(0)
+                  setHoverStar(0)
+                }}
+                className="text-sm text-neutral-400 hover:text-neutral-600 border-0 bg-transparent cursor-pointer"
+              >
+                跳过
+              </button>
+              <button
+                type="button"
+                disabled={sending || ratingSubmitting}
+                onClick={() => {
+                  setShowRating(false)
+                  setRatingScore(0)
+                  setHoverStar(0)
+                  void startNewSession()
+                }}
+                className="text-sm text-[#2563eb] hover:text-[#1d4ed8] border-0 bg-transparent cursor-pointer disabled:opacity-50"
+              >
+                跳过并重新咨询
+              </button>
+            </div>
           </div>
         </div>
       )}