新增独立快捷回复模块（团队/个人）

从知识库拆出快捷回复：支持团队暂存与发布同步、个人话术、输入码与工作台 / 调用，以及 CSV 导入导出；管理页顶栏与侧栏对齐。

server/cmd/seed/main.go

@@ -154,6 +154,15 @@ func seed() {
 	}
 	model.DB.Create(&entries)
 
+	// 团队快捷回复（独立模块；知识库「快捷回复模板」分类可逐步弃用）
+	quickReplies := []model.QuickReply{
+		{TenantID: tid, Scope: "team", Title: "打招呼", Content: "您好！欢迎来到客服云，请问有什么可以帮您的？", Shortcut: "nh", GroupName: "通用", Status: "published", UsageCount: 120},
+		{TenantID: tid, Scope: "team", Title: "稍等查询", Content: "您好，正在为您查询，请稍候。", Shortcut: "sd", GroupName: "通用", Status: "published", UsageCount: 80},
+		{TenantID: tid, Scope: "team", Title: "提供订单号", Content: "为更快处理，请您提供订单号或相关截图，谢谢。", Shortcut: "ddh", GroupName: "售后", Status: "published", UsageCount: 56},
+		{TenantID: tid, Scope: "team", Title: "结束语", Content: "感谢您的咨询，祝您生活愉快！如有其它问题随时联系我们。", Shortcut: "js", GroupName: "通用", Status: "draft", UsageCount: 0},
+	}
+	model.DB.Create(&quickReplies)
+
 	// Announcements
 	model.DB.Create(&[]model.Announcement{
 		{Title: "系统维护通知", Content: "平台将于7月20日 02:00-04:00 进行例行维护", Status: "published"},

server/internal/handler/quick_reply.go

@@ -0,0 +1,669 @@
+package handler
+
+import (
+	"encoding/csv"
+	"fmt"
+	"net/http"
+	"regexp"
+	"strconv"
+	"strings"
+	"time"
+	"unicode/utf8"
+
+	"github.com/gin-gonic/gin"
+	"kefu-cloud/server/internal/middleware"
+	"kefu-cloud/server/internal/model"
+)
+
+const (
+	quickReplyScopeTeam     = "team"
+	quickReplyScopePersonal = "personal"
+	quickReplyStatusDraft   = "draft"
+	quickReplyStatusPub     = "published"
+
+	maxQuickReplyTitle   = 100
+	maxQuickReplyContent = 2000
+	maxQuickReplyShort   = 32
+	maxQuickReplyGroup   = 50
+	maxQuickReplyImport  = 1000
+)
+
+var shortcutRe = regexp.MustCompile(`^[a-zA-Z0-9_\-]{1,32}$`)
+
+type QuickReplyHandler struct{}
+
+func NewQuickReplyHandler() *QuickReplyHandler { return &QuickReplyHandler{} }
+
+func requireTeamQuickReplyManager(c *gin.Context) bool {
+	if middleware.HasAnyRole(c, "admin", "supervisor") {
+		return true
+	}
+	c.JSON(http.StatusForbidden, gin.H{"code": 403, "message": "仅管理员或主管可管理团队快捷回复"})
+	return false
+}
+
+func normalizeShortcut(raw string) (string, error) {
+	s := strings.TrimSpace(raw)
+	if s == "" {
+		return "", nil
+	}
+	// 允许用户输入 /nh，统一去掉前导 /
+	s = strings.TrimPrefix(s, "/")
+	s = strings.ToLower(strings.TrimSpace(s))
+	if !shortcutRe.MatchString(s) {
+		return "", fmt.Errorf("输入码仅支持字母、数字、下划线、短横线，最长 32")
+	}
+	if utf8.RuneCountInString(s) > maxQuickReplyShort {
+		return "", fmt.Errorf("输入码过长")
+	}
+	return s, nil
+}
+
+func normalizeQRStatus(s string, fallback string) string {
+	s = strings.TrimSpace(s)
+	if s == quickReplyStatusDraft || s == quickReplyStatusPub {
+		return s
+	}
+	return fallback
+}
+
+func loadQuickReply(c *gin.Context, id uint) (*model.QuickReply, bool) {
+	tenantID := middleware.GetTenantID(c)
+	var item model.QuickReply
+	if err := model.DB.Where("id = ? AND tenant_id = ?", id, tenantID).First(&item).Error; err != nil {
+		c.JSON(http.StatusNotFound, gin.H{"code": 404, "message": "快捷回复不存在"})
+		return nil, false
+	}
+	return &item, true
+}
+
+func canEditQuickReply(c *gin.Context, item *model.QuickReply) bool {
+	uid := middleware.GetUserID(c)
+	if item.Scope == quickReplyScopeTeam {
+		return middleware.HasAnyRole(c, "admin", "supervisor")
+	}
+	return item.OwnerUserID != nil && *item.OwnerUserID == uid
+}
+
+func shortcutConflict(tenantID uint, scope string, ownerID *uint, shortcut string, excludeID uint) bool {
+	if shortcut == "" {
+		return false
+	}
+	q := model.DB.Model(&model.QuickReply{}).
+		Where("tenant_id = ? AND scope = ? AND shortcut = ?", tenantID, scope, shortcut)
+	if excludeID > 0 {
+		q = q.Where("id <> ?", excludeID)
+	}
+	if scope == quickReplyScopePersonal {
+		if ownerID == nil {
+			return true
+		}
+		q = q.Where("owner_user_id = ?", *ownerID)
+	} else {
+		q = q.Where("owner_user_id IS NULL")
+	}
+	var n int64
+	q.Count(&n)
+	return n > 0
+}
+
+type quickReplyReq struct {
+	Title     string `json:"title"`
+	Content   string `json:"content"`
+	Shortcut  string `json:"shortcut"`
+	GroupName string `json:"group_name"`
+	Status    string `json:"status"`
+	SortOrder *int   `json:"sort_order"`
+	Scope     string `json:"scope"` // create only
+}
+
+func parseQuickReplyBody(req *quickReplyReq) (title, content, shortcut, group, status string, err error) {
+	title = strings.TrimSpace(req.Title)
+	content = strings.TrimSpace(req.Content)
+	if title == "" {
+		return "", "", "", "", "", fmt.Errorf("标题不能为空")
+	}
+	if utf8.RuneCountInString(title) > maxQuickReplyTitle {
+		return "", "", "", "", "", fmt.Errorf("标题不能超过 %d 字", maxQuickReplyTitle)
+	}
+	if content == "" {
+		return "", "", "", "", "", fmt.Errorf("内容不能为空")
+	}
+	if utf8.RuneCountInString(content) > maxQuickReplyContent {
+		return "", "", "", "", "", fmt.Errorf("内容不能超过 %d 字", maxQuickReplyContent)
+	}
+	shortcut, err = normalizeShortcut(req.Shortcut)
+	if err != nil {
+		return "", "", "", "", "", err
+	}
+	group = strings.TrimSpace(req.GroupName)
+	if utf8.RuneCountInString(group) > maxQuickReplyGroup {
+		return "", "", "", "", "", fmt.Errorf("分组名过长")
+	}
+	status = normalizeQRStatus(req.Status, quickReplyStatusDraft)
+	return title, content, shortcut, group, status, nil
+}
+
+// List GET /api/quick-replies
+// scope=team|personal|all  status=draft|published  q=keyword
+func (h *QuickReplyHandler) List(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	uid := middleware.GetUserID(c)
+	scope := strings.TrimSpace(c.Query("scope"))
+	if scope == "" {
+		scope = "all"
+	}
+	status := strings.TrimSpace(c.Query("status"))
+	q := strings.TrimSpace(c.Query("q"))
+	page, _ := strconv.Atoi(c.DefaultQuery("page", "1"))
+	pageSize, _ := strconv.Atoi(c.DefaultQuery("pageSize", "50"))
+	if page < 1 {
+		page = 1
+	}
+	if pageSize < 1 || pageSize > 200 {
+		pageSize = 50
+	}
+
+	db := model.DB.Model(&model.QuickReply{}).Where("tenant_id = ?", tenantID)
+
+	switch scope {
+	case quickReplyScopeTeam:
+		db = db.Where("scope = ?", quickReplyScopeTeam)
+		// 非管理端：工作台只看已发布；管理页可传 status
+		if !middleware.HasAnyRole(c, "admin", "supervisor") {
+			db = db.Where("status = ?", quickReplyStatusPub)
+		} else if status != "" {
+			db = db.Where("status = ?", status)
+		}
+	case quickReplyScopePersonal:
+		db = db.Where("scope = ? AND owner_user_id = ?", quickReplyScopePersonal, uid)
+		if status != "" {
+			db = db.Where("status = ?", status)
+		}
+	case "all":
+		// 工作台：团队已发布 + 本人个人（默认全部个人，便于草稿也自己用）
+		db = db.Where(
+			"(scope = ? AND status = ?) OR (scope = ? AND owner_user_id = ?)",
+			quickReplyScopeTeam, quickReplyStatusPub,
+			quickReplyScopePersonal, uid,
+		)
+		if status == quickReplyStatusPub {
+			db = db.Where("status = ?", quickReplyStatusPub)
+		}
+	default:
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "scope 无效"})
+		return
+	}
+
+	if q != "" {
+		like := "%" + q + "%"
+		db = db.Where("title LIKE ? OR content LIKE ? OR shortcut LIKE ? OR group_name LIKE ?", like, like, like, like)
+	}
+
+	var total int64
+	db.Count(&total)
+
+	var list []model.QuickReply
+	if err := db.Order("usage_count desc, sort_order asc, id desc").
+		Offset((page - 1) * pageSize).Limit(pageSize).
+		Find(&list).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "加载失败"})
+		return
+	}
+	middleware.JSONList(c, list, total, page, pageSize)
+}
+
+// Suggest GET /api/quick-replies/suggest?prefix=
+// 供输入框 / 触发：匹配 shortcut 前缀或标题
+func (h *QuickReplyHandler) Suggest(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	uid := middleware.GetUserID(c)
+	prefix := strings.TrimSpace(c.Query("prefix"))
+	prefix = strings.TrimPrefix(strings.ToLower(prefix), "/")
+
+	db := model.DB.Model(&model.QuickReply{}).Where("tenant_id = ?", tenantID).Where(
+		"(scope = ? AND status = ?) OR (scope = ? AND owner_user_id = ? AND status = ?)",
+		quickReplyScopeTeam, quickReplyStatusPub,
+		quickReplyScopePersonal, uid, quickReplyStatusPub,
+	)
+
+	if prefix != "" {
+		like := prefix + "%"
+		titleLike := "%" + prefix + "%"
+		db = db.Where("shortcut LIKE ? OR title LIKE ?", like, titleLike)
+	}
+
+	var list []model.QuickReply
+	// 无前缀时返回高频
+	order := "usage_count desc, sort_order asc, id desc"
+	if err := db.Order(order).Limit(20).Find(&list).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "搜索失败"})
+		return
+	}
+	middleware.JSON(c, list)
+}
+
+// Create POST /api/quick-replies
+func (h *QuickReplyHandler) Create(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	uid := middleware.GetUserID(c)
+
+	var req quickReplyReq
+	if err := c.ShouldBindJSON(&req); err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
+		return
+	}
+	scope := strings.TrimSpace(req.Scope)
+	if scope == "" {
+		scope = quickReplyScopePersonal
+	}
+	if scope != quickReplyScopeTeam && scope != quickReplyScopePersonal {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "scope 无效"})
+		return
+	}
+	if scope == quickReplyScopeTeam && !requireTeamQuickReplyManager(c) {
+		return
+	}
+
+	title, content, shortcut, group, status, err := parseQuickReplyBody(&req)
+	if err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": err.Error()})
+		return
+	}
+	// 个人默认 published，便于立刻使用；团队默认 draft（可显式 published）
+	if req.Status == "" {
+		if scope == quickReplyScopePersonal {
+			status = quickReplyStatusPub
+		} else {
+			status = quickReplyStatusDraft
+		}
+	}
+
+	var ownerID *uint
+	if scope == quickReplyScopePersonal {
+		ownerID = &uid
+	}
+	if shortcutConflict(tenantID, scope, ownerID, shortcut, 0) {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "输入码已存在"})
+		return
+	}
+
+	sortOrder := 0
+	if req.SortOrder != nil {
+		sortOrder = *req.SortOrder
+	}
+	item := model.QuickReply{
+		TenantID:    tenantID,
+		Scope:       scope,
+		OwnerUserID: ownerID,
+		Title:       title,
+		Content:     content,
+		Shortcut:    shortcut,
+		GroupName:   group,
+		Status:      status,
+		SortOrder:   sortOrder,
+	}
+	if err := model.DB.Create(&item).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "创建失败"})
+		return
+	}
+	middleware.JSON(c, item)
+}
+
+// Update PUT /api/quick-replies/:id
+func (h *QuickReplyHandler) Update(c *gin.Context) {
+	id64, _ := strconv.ParseUint(c.Param("id"), 10, 64)
+	if id64 == 0 {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
+		return
+	}
+	item, ok := loadQuickReply(c, uint(id64))
+	if !ok {
+		return
+	}
+	if !canEditQuickReply(c, item) {
+		c.JSON(http.StatusForbidden, gin.H{"code": 403, "message": "无权修改该快捷回复"})
+		return
+	}
+
+	var req quickReplyReq
+	if err := c.ShouldBindJSON(&req); err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
+		return
+	}
+	title, content, shortcut, group, status, err := parseQuickReplyBody(&req)
+	if err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": err.Error()})
+		return
+	}
+	if req.Status == "" {
+		status = item.Status
+	}
+	if shortcutConflict(item.TenantID, item.Scope, item.OwnerUserID, shortcut, item.ID) {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "输入码已存在"})
+		return
+	}
+
+	updates := map[string]interface{}{
+		"title":      title,
+		"content":    content,
+		"shortcut":   shortcut,
+		"group_name": group,
+		"status":     status,
+	}
+	if req.SortOrder != nil {
+		updates["sort_order"] = *req.SortOrder
+	}
+	if err := model.DB.Model(item).Updates(updates).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "更新失败"})
+		return
+	}
+	_ = model.DB.First(item, item.ID)
+	middleware.JSON(c, item)
+}
+
+// Delete DELETE /api/quick-replies/:id
+func (h *QuickReplyHandler) Delete(c *gin.Context) {
+	id64, _ := strconv.ParseUint(c.Param("id"), 10, 64)
+	if id64 == 0 {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
+		return
+	}
+	item, ok := loadQuickReply(c, uint(id64))
+	if !ok {
+		return
+	}
+	if !canEditQuickReply(c, item) {
+		c.JSON(http.StatusForbidden, gin.H{"code": 403, "message": "无权删除该快捷回复"})
+		return
+	}
+	if err := model.DB.Delete(item).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "删除失败"})
+		return
+	}
+	middleware.JSON(c, gin.H{"ok": true})
+}
+
+// Publish POST /api/quick-replies/:id/publish  团队：暂存 → 发布同步
+func (h *QuickReplyHandler) Publish(c *gin.Context) {
+	if !requireTeamQuickReplyManager(c) {
+		return
+	}
+	id64, _ := strconv.ParseUint(c.Param("id"), 10, 64)
+	item, ok := loadQuickReply(c, uint(id64))
+	if !ok {
+		return
+	}
+	if item.Scope != quickReplyScopeTeam {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "仅团队快捷回复支持发布同步"})
+		return
+	}
+	if err := model.DB.Model(item).Update("status", quickReplyStatusPub).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "发布失败"})
+		return
+	}
+	_ = model.DB.First(item, item.ID)
+	middleware.JSON(c, item)
+}
+
+// Unpublish POST /api/quick-replies/:id/unpublish
+func (h *QuickReplyHandler) Unpublish(c *gin.Context) {
+	if !requireTeamQuickReplyManager(c) {
+		return
+	}
+	id64, _ := strconv.ParseUint(c.Param("id"), 10, 64)
+	item, ok := loadQuickReply(c, uint(id64))
+	if !ok {
+		return
+	}
+	if item.Scope != quickReplyScopeTeam {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "仅团队快捷回复支持下线"})
+		return
+	}
+	if err := model.DB.Model(item).Update("status", quickReplyStatusDraft).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "操作失败"})
+		return
+	}
+	_ = model.DB.First(item, item.ID)
+	middleware.JSON(c, item)
+}
+
+// Use POST /api/quick-replies/:id/use  使用计数 +1
+func (h *QuickReplyHandler) Use(c *gin.Context) {
+	id64, _ := strconv.ParseUint(c.Param("id"), 10, 64)
+	item, ok := loadQuickReply(c, uint(id64))
+	if !ok {
+		return
+	}
+	// 可见性：团队已发布，或本人个人
+	uid := middleware.GetUserID(c)
+	if item.Scope == quickReplyScopeTeam && item.Status != quickReplyStatusPub {
+		if !middleware.HasAnyRole(c, "admin", "supervisor") {
+			c.JSON(http.StatusForbidden, gin.H{"code": 403, "message": "该话术尚未发布"})
+			return
+		}
+	}
+	if item.Scope == quickReplyScopePersonal && (item.OwnerUserID == nil || *item.OwnerUserID != uid) {
+		c.JSON(http.StatusForbidden, gin.H{"code": 403, "message": "无权使用"})
+		return
+	}
+	_ = model.DB.Model(item).UpdateColumn("usage_count", item.UsageCount+1).Error
+	middleware.JSON(c, gin.H{"ok": true, "usage_count": item.UsageCount + 1})
+}
+
+// Export GET /api/quick-replies/export?scope=team|personal
+func (h *QuickReplyHandler) Export(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	uid := middleware.GetUserID(c)
+	scope := strings.TrimSpace(c.Query("scope"))
+	if scope == "" {
+		scope = quickReplyScopePersonal
+	}
+
+	db := model.DB.Where("tenant_id = ?", tenantID)
+	switch scope {
+	case quickReplyScopeTeam:
+		if !requireTeamQuickReplyManager(c) {
+			return
+		}
+		db = db.Where("scope = ?", quickReplyScopeTeam)
+	case quickReplyScopePersonal:
+		db = db.Where("scope = ? AND owner_user_id = ?", quickReplyScopePersonal, uid)
+	default:
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "scope 无效"})
+		return
+	}
+
+	var list []model.QuickReply
+	if err := db.Order("id asc").Limit(exportMaxRows).Find(&list).Error; err != nil {
+		c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "导出失败"})
+		return
+	}
+
+	header := []string{"title", "content", "shortcut", "group_name", "status", "scope"}
+	rows := make([][]string, 0, len(list))
+	for _, item := range list {
+		rows = append(rows, []string{
+			item.Title,
+			item.Content,
+			item.Shortcut,
+			item.GroupName,
+			item.Status,
+			item.Scope,
+		})
+	}
+	name := fmt.Sprintf("quick_replies_%s_%s.csv", scope, time.Now().Format("20060102_150405"))
+	writeCSVResponse(c, name, header, rows)
+}
+
+// ImportTemplate GET /api/quick-replies/import-template
+func (h *QuickReplyHandler) ImportTemplate(c *gin.Context) {
+	header := []string{"title", "content", "shortcut", "group_name", "status"}
+	rows := [][]string{
+		{"打招呼", "您好！请问有什么可以帮您？", "nh", "通用", "published"},
+		{"稍等", "好的，请稍等，我帮您查询一下。", "sd", "通用", "published"},
+	}
+	writeCSVResponse(c, "quick_replies_template.csv", header, rows)
+}
+
+// Import POST /api/quick-replies/import  multipart file + scope=team|personal + on_conflict=skip|overwrite
+func (h *QuickReplyHandler) Import(c *gin.Context) {
+	tenantID := middleware.GetTenantID(c)
+	uid := middleware.GetUserID(c)
+	scope := strings.TrimSpace(c.DefaultPostForm("scope", c.Query("scope")))
+	if scope == "" {
+		scope = quickReplyScopePersonal
+	}
+	if scope != quickReplyScopeTeam && scope != quickReplyScopePersonal {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "scope 无效"})
+		return
+	}
+	if scope == quickReplyScopeTeam && !requireTeamQuickReplyManager(c) {
+		return
+	}
+	onConflict := strings.TrimSpace(c.DefaultPostForm("on_conflict", "skip"))
+	if onConflict != "skip" && onConflict != "overwrite" {
+		onConflict = "skip"
+	}
+
+	file, _, err := c.Request.FormFile("file")
+	if err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "请上传 CSV 文件字段 file"})
+		return
+	}
+	defer file.Close()
+
+	reader := csv.NewReader(file)
+	reader.FieldsPerRecord = -1
+	reader.LazyQuotes = true
+	records, err := reader.ReadAll()
+	if err != nil {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "CSV 解析失败"})
+		return
+	}
+	if len(records) == 0 {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "CSV 为空"})
+		return
+	}
+
+	// 跳过表头
+	start := 0
+	if len(records[0]) > 0 && strings.EqualFold(strings.TrimSpace(records[0][0]), "title") {
+		start = 1
+	}
+	body := records[start:]
+	if len(body) > maxQuickReplyImport {
+		c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": fmt.Sprintf("单次最多导入 %d 行", maxQuickReplyImport)})
+		return
+	}
+
+	var ownerID *uint
+	if scope == quickReplyScopePersonal {
+		ownerID = &uid
+	}
+
+	created, updated, skipped := 0, 0, 0
+	var errors []string
+
+	for i, row := range body {
+		lineNo := start + i + 1
+		if len(row) == 0 || (len(row) == 1 && strings.TrimSpace(row[0]) == "") {
+			continue
+		}
+		// pad columns
+		for len(row) < 5 {
+			row = append(row, "")
+		}
+		title := strings.TrimSpace(row[0])
+		content := strings.TrimSpace(row[1])
+		shortcutRaw := strings.TrimSpace(row[2])
+		group := strings.TrimSpace(row[3])
+		status := normalizeQRStatus(row[4], quickReplyStatusPub)
+
+		if title == "" || content == "" {
+			skipped++
+			errors = append(errors, fmt.Sprintf("第 %d 行：标题或内容为空", lineNo))
+			continue
+		}
+		if utf8.RuneCountInString(title) > maxQuickReplyTitle || utf8.RuneCountInString(content) > maxQuickReplyContent {
+			skipped++
+			errors = append(errors, fmt.Sprintf("第 %d 行：标题或内容过长", lineNo))
+			continue
+		}
+		shortcut, err := normalizeShortcut(shortcutRaw)
+		if err != nil {
+			skipped++
+			errors = append(errors, fmt.Sprintf("第 %d 行：%s", lineNo, err.Error()))
+			continue
+		}
+		if utf8.RuneCountInString(group) > maxQuickReplyGroup {
+			group = string([]rune(group)[:maxQuickReplyGroup])
+		}
+
+		// 冲突：有 shortcut 按 shortcut；否则按 title
+		var existing model.QuickReply
+		found := false
+		if shortcut != "" {
+			q := model.DB.Where("tenant_id = ? AND scope = ? AND shortcut = ?", tenantID, scope, shortcut)
+			if scope == quickReplyScopePersonal {
+				q = q.Where("owner_user_id = ?", uid)
+			}
+			if err := q.First(&existing).Error; err == nil {
+				found = true
+			}
+		} else {
+			q := model.DB.Where("tenant_id = ? AND scope = ? AND title = ?", tenantID, scope, title)
+			if scope == quickReplyScopePersonal {
+				q = q.Where("owner_user_id = ?", uid)
+			}
+			if err := q.First(&existing).Error; err == nil {
+				found = true
+			}
+		}
+
+		if found {
+			if onConflict == "skip" {
+				skipped++
+				continue
+			}
+			if err := model.DB.Model(&existing).Updates(map[string]interface{}{
+				"title": title, "content": content, "shortcut": shortcut,
+				"group_name": group, "status": status,
+			}).Error; err != nil {
+				skipped++
+				errors = append(errors, fmt.Sprintf("第 %d 行：更新失败", lineNo))
+				continue
+			}
+			updated++
+			continue
+		}
+
+		item := model.QuickReply{
+			TenantID:    tenantID,
+			Scope:       scope,
+			OwnerUserID: ownerID,
+			Title:       title,
+			Content:     content,
+			Shortcut:    shortcut,
+			GroupName:   group,
+			Status:      status,
+		}
+		if err := model.DB.Create(&item).Error; err != nil {
+			skipped++
+			errors = append(errors, fmt.Sprintf("第 %d 行：创建失败", lineNo))
+			continue
+		}
+		created++
+	}
+
+	if len(errors) > 20 {
+		errors = errors[:20]
+	}
+	middleware.JSON(c, gin.H{
+		"created": created,
+		"updated": updated,
+		"skipped": skipped,
+		"errors":  errors,
+	})
+}
+

server/internal/handler/quick_reply_test.go

@@ -0,0 +1,34 @@
+package handler
+
+import "testing"
+
+func TestNormalizeShortcut(t *testing.T) {
+	cases := []struct {
+		in      string
+		want    string
+		wantErr bool
+	}{
+		{"", "", false},
+		{"nh", "nh", false},
+		{"/NH", "nh", false},
+		{"hello_1", "hello_1", false},
+		{"a-b", "a-b", false},
+		{"中文", "", true},
+		{"has space", "", true},
+	}
+	for _, tc := range cases {
+		got, err := normalizeShortcut(tc.in)
+		if tc.wantErr {
+			if err == nil {
+				t.Fatalf("normalizeShortcut(%q) 期望错误", tc.in)
+			}
+			continue
+		}
+		if err != nil {
+			t.Fatalf("normalizeShortcut(%q): %v", tc.in, err)
+		}
+		if got != tc.want {
+			t.Fatalf("normalizeShortcut(%q)=%q want %q", tc.in, got, tc.want)
+		}
+	}
+}

server/internal/handler/router.go

@@ -12,6 +12,7 @@ func SetupRoutes(r *gin.Engine, store storage.ObjectStorage, storageCfg config.S
 	session := NewSessionHandler()
 	customer := NewCustomerHandler()
 	knowledge := NewKnowledgeHandler()
+	quickReply := NewQuickReplyHandler()
 	stats := NewStatisticsHandler()
 	admin := NewAdminHandler(store)
 	channel := NewChannelHandler()
@@ -87,6 +88,20 @@ func SetupRoutes(r *gin.Engine, store storage.ObjectStorage, storageCfg config.S
 		kb.PUT("/entries/:id", knowledge.UpdateEntry)
 		kb.DELETE("/entries/:id", knowledge.DeleteEntry)
 
+		// 快捷回复（团队 / 个人，与知识库独立）
+		qr := authRequired.Group("/quick-replies")
+		qr.GET("", quickReply.List)
+		qr.GET("/suggest", quickReply.Suggest)
+		qr.GET("/export", quickReply.Export)
+		qr.GET("/import-template", quickReply.ImportTemplate)
+		qr.POST("/import", quickReply.Import)
+		qr.POST("", quickReply.Create)
+		qr.PUT("/:id", quickReply.Update)
+		qr.DELETE("/:id", quickReply.Delete)
+		qr.POST("/:id/publish", quickReply.Publish)
+		qr.POST("/:id/unpublish", quickReply.Unpublish)
+		qr.POST("/:id/use", quickReply.Use)
+
 		// 渠道设置（租户级）
 		channels := authRequired.Group("/channels")
 		channels.GET("", channel.List)

server/internal/model/db.go

@@ -38,6 +38,7 @@ func Migrate(db *gorm.DB) error {
 		&SessionEvent{},
 		&Category{},
 		&KnowledgeEntry{},
+		&QuickReply{},
 		&Plan{},
 		&OperationLog{},
 		&Announcement{},

server/internal/model/models.go

@@ -123,6 +123,24 @@ type KnowledgeEntry struct {
 	UpdatedAt  time.Time `json:"updated_at"`
 }
 
+// QuickReply 团队/个人快捷回复（与知识库独立）。
+// Scope=team 时 OwnerUserID 为空，全租户共享；Scope=personal 时归属 OwnerUserID。
+type QuickReply struct {
+	ID          uint      `gorm:"primaryKey" json:"id"`
+	TenantID    uint      `gorm:"index;not null" json:"tenant_id"`
+	Scope       string    `gorm:"size:20;index;not null" json:"scope"` // team | personal
+	OwnerUserID *uint     `gorm:"index" json:"owner_user_id,omitempty"`
+	Title       string    `gorm:"size:100;not null" json:"title"`
+	Content     string    `gorm:"type:text;not null" json:"content"`
+	Shortcut    string    `gorm:"size:32;index" json:"shortcut"` // 输入码，如 nh → /nh
+	GroupName   string    `gorm:"size:50" json:"group_name"`
+	Status      string    `gorm:"size:20;default:draft;index" json:"status"` // draft | published
+	SortOrder   int       `gorm:"default:0" json:"sort_order"`
+	UsageCount  int       `gorm:"default:0" json:"usage_count"`
+	CreatedAt   time.Time `json:"created_at"`
+	UpdatedAt   time.Time `json:"updated_at"`
+}
+
 type Plan struct {
 	ID           uint      `gorm:"primaryKey" json:"id"`
 	Name         string    `gorm:"size:30;not null" json:"name"`

web/src/components/layout/AgentSidebar.tsx

@@ -2,6 +2,7 @@ import { useLocation, useNavigate } from 'react-router-dom'
 import {
   AppstoreOutlined, MessageOutlined, HistoryOutlined, TeamOutlined,
   FileTextOutlined, BarChartOutlined, SettingOutlined, LogoutOutlined,
+  ThunderboltOutlined,
 } from '@ant-design/icons'
 import { useAuth } from '@/stores/auth'
 
@@ -10,6 +11,7 @@ const menuItems = [
   { key: '/agent/customers', icon: <TeamOutlined />, label: '客户管理' },
   { key: '/agent/chat-history', icon: <HistoryOutlined />, label: '对话记录' },
   { key: '/agent/knowledge', icon: <FileTextOutlined />, label: '知识库' },
+  { key: '/agent/quick-replies', icon: <ThunderboltOutlined />, label: '快捷回复' },
   { key: '/agent/statistics', icon: <BarChartOutlined />, label: '数据统计' },
   { key: '/agent/settings', icon: <SettingOutlined />, label: '系统设置' },
 ]

web/src/pages/agent/Dashboard.tsx

@@ -3,16 +3,17 @@ import { Button, Dropdown, Input, Modal, Select, Spin, message as antMsg, Popove
 import {
   CheckCircleOutlined, FileTextOutlined, FlagOutlined, PaperClipOutlined,
   SearchOutlined, SendOutlined, SwapOutlined, FilterOutlined,
-  ExportOutlined, BookOutlined, PictureOutlined,
+  ExportOutlined, BookOutlined, PictureOutlined, ThunderboltOutlined,
 } from '@ant-design/icons'
 import EmojiPicker, { insertAtCursor } from '@/components/common/EmojiPicker'
 import { ChatImage } from '@/components/common/ImagePreview'
 import { useAuth } from '@/stores/auth'
 import {
   addSessionNote, claimSession, endSession, getAvailableAgents, getCustomers, getKnowledgeEntries,
-  getSession, getSessionMessages, getSessions, markSessionRead, sendSessionMessage, transferSession, updateSessionPriority,
+  getQuickReplies, getSession, getSessionMessages, getSessions, markSessionRead, sendSessionMessage,
-  uploadImage,
+  suggestQuickReplies, transferSession, updateSessionPriority, uploadImage, useQuickReply,
-  type AvailableAgent, type Customer, type KnowledgeEntry, type Message, type Session, type SessionEvent,
+  type AvailableAgent, type Customer, type KnowledgeEntry, type Message, type QuickReply,
+  type Session, type SessionEvent,
 } from '@/services/api'
 
 /** 按 id 合并消息，再按 seq / id 排序 */
@@ -51,12 +52,6 @@ const endReasons = [
   { value: 'transferred', label: '已转接' },
   { value: 'other', label: '其他' },
 ]
-const quickReplies = [
-  '您好，正在为您查询，请稍候。',
-  '感谢您的耐心等待，还有什么可以帮您？',
-  '为更快处理，请您提供订单号或截图。',
-]
-
 /** 列表项展示：紧急 / 等待中 / 进行中 */
 function listStatusMeta(session: Session) {
   if (session.priority === 'urgent') {
@@ -142,6 +137,15 @@ const Dashboard = () => {
   const [knowledgeKeyword, setKnowledgeKeyword] = useState('')
   const [knowledgeEntries, setKnowledgeEntries] = useState<KnowledgeEntry[]>([])
   const [knowledgeLoading, setKnowledgeLoading] = useState(false)
+  const [quickOpen, setQuickOpen] = useState(false)
+  const [quickKeyword, setQuickKeyword] = useState('')
+  const [quickList, setQuickList] = useState<QuickReply[]>([])
+  const [quickLoading, setQuickLoading] = useState(false)
+  /** 输入框 / 触发建议 */
+  const [slashOpen, setSlashOpen] = useState(false)
+  const [slashPrefix, setSlashPrefix] = useState('')
+  const [slashItems, setSlashItems] = useState<QuickReply[]>([])
+  const [slashIndex, setSlashIndex] = useState(0)
   const [pendingImage, setPendingImage] = useState<{ file: File; preview: string } | null>(null)
   const [noteInput, setNoteInput] = useState('')
   const [savingNote, setSavingNote] = useState(false)
@@ -482,6 +486,64 @@ const Dashboard = () => {
     }).catch(() => setKnowledgeEntries([])).finally(() => setKnowledgeLoading(false))
   }, [knowledgeOpen, knowledgeKeyword])
 
+  useEffect(() => {
+    if (!quickOpen) return
+    setQuickLoading(true)
+    getQuickReplies({
+      scope: 'all',
+      q: quickKeyword.trim() || undefined,
+      page: 1,
+      pageSize: 50,
+    }).then(response => {
+      setQuickList(Array.isArray(response.list) ? response.list : [])
+    }).catch(() => setQuickList([])).finally(() => setQuickLoading(false))
+  }, [quickOpen, quickKeyword])
+
+  useEffect(() => {
+    if (!slashOpen) return
+    let cancelled = false
+    suggestQuickReplies(slashPrefix).then(res => {
+      if (cancelled) return
+      const list = Array.isArray(res.data) ? res.data : []
+      setSlashItems(list)
+      setSlashIndex(0)
+    }).catch(() => {
+      if (!cancelled) setSlashItems([])
+    })
+    return () => { cancelled = true }
+  }, [slashOpen, slashPrefix])
+
+  const applyQuickReply = useCallback(async (item: QuickReply) => {
+    setMessageInput(item.content)
+    setQuickOpen(false)
+    setSlashOpen(false)
+    setSlashPrefix('')
+    try {
+      await useQuickReply(item.id)
+    } catch { /* 计数失败可忽略 */ }
+    requestAnimationFrame(() => {
+      const el = messageInputRef.current
+      if (el) {
+        el.focus()
+        const len = item.content.length
+        el.setSelectionRange(len, len)
+      }
+    })
+  }, [])
+
+  /** 从输入内容解析末尾 /shortcut 触发 */
+  const syncSlashFromInput = useCallback((value: string) => {
+    // 匹配末尾未完成的 /xxx（前面是行首或空白）
+    const m = /(^|[\s\n])\/([a-zA-Z0-9_-]*)$/.exec(value)
+    if (m) {
+      setSlashOpen(true)
+      setSlashPrefix(m[2] || '')
+    } else {
+      setSlashOpen(false)
+      setSlashPrefix('')
+    }
+  }, [])
+
   const selected = sessions.find(session => session.id === selectedId)
   const selectedCustomer = selected ? customers[selected.customer_id] : null
   const canOperate = Boolean(selected && (isManager || selected.agent_id === user?.user_id) && selected.status === 'active')
@@ -962,6 +1024,9 @@ const Dashboard = () => {
                     <FlagOutlined />
                   </button>
                 </Dropdown>
+                <button type="button" className="w-8 h-8 rounded-lg flex items-center justify-center text-neutral-500 hover:bg-neutral-100 disabled:opacity-40" title="快捷回复" disabled={!canOperate} onClick={() => setQuickOpen(true)}>
+                  <ThunderboltOutlined />
+                </button>
                 <button type="button" className="w-8 h-8 rounded-lg flex items-center justify-center text-neutral-500 hover:bg-neutral-100 disabled:opacity-40" title="知识库" disabled={!canOperate} onClick={() => setKnowledgeOpen(true)}>
                   <BookOutlined />
                 </button>
@@ -1083,32 +1148,65 @@ const Dashboard = () => {
                       <PaperClipOutlined />
                     </button>
                     <div className="w-px h-5 bg-neutral-200 mx-1" />
-                    <Dropdown
+                    <button
-                      menu={{
+                      type="button"
-                        items: quickReplies.map((content, index) => ({
+                      className="h-8 px-2 rounded-md text-xs text-neutral-500 hover:bg-neutral-100 flex items-center gap-1"
-                          key: String(index),
+                      onClick={() => setQuickOpen(true)}
-                          label: content,
-                          onClick: () => setMessageInput(content),
-                        })),
-                      }}
                     >
-                      <button type="button" className="h-8 px-2 rounded-md text-xs text-neutral-500 hover:bg-neutral-100">
+                      <ThunderboltOutlined />
                       快捷回复
                     </button>
-                    </Dropdown>
                     <button type="button" className="h-8 px-2 rounded-md text-xs text-neutral-500 hover:bg-neutral-100 flex items-center gap-1" onClick={() => setKnowledgeOpen(true)}>
                       <FileTextOutlined />
                       知识库
                     </button>
+                    <span className="text-[11px] text-neutral-400 ml-1">输入 / 调用话术</span>
                   </div>
-                  <div className="flex items-end gap-2.5 px-4 pb-3 pt-1">
+                  <div className="relative flex items-end gap-2.5 px-4 pb-3 pt-1">
+                    {slashOpen && (
+                      <div className="absolute bottom-full left-4 right-16 mb-1 z-20 max-h-56 overflow-auto rounded-lg border border-neutral-200 bg-white shadow-lg">
+                        {slashItems.length === 0 ? (
+                          <div className="px-3 py-2 text-xs text-neutral-400">无匹配话术</div>
+                        ) : (
+                          slashItems.map((item, idx) => (
+                            <button
+                              key={item.id}
+                              type="button"
+                              className={`w-full text-left px-3 py-2 border-0 cursor-pointer ${
+                                idx === slashIndex ? 'bg-blue-50' : 'bg-white hover:bg-neutral-50'
+                              }`}
+                              onMouseDown={e => {
+                                e.preventDefault()
+                                void applyQuickReply(item)
+                              }}
+                            >
+                              <div className="flex items-center gap-2">
+                                <span className="text-sm font-medium text-neutral-800 truncate">{item.title}</span>
+                                {item.shortcut && (
+                                  <code className="text-[11px] text-blue-600 bg-blue-50 px-1 rounded shrink-0">/{item.shortcut}</code>
+                                )}
+                                <span className="text-[10px] text-neutral-400 shrink-0">
+                                  {item.scope === 'team' ? '团队' : '个人'}
+                                </span>
+                              </div>
+                              <div className="text-xs text-neutral-500 line-clamp-1 mt-0.5">{item.content}</div>
+                            </button>
+                          ))
+                        )}
+                      </div>
+                    )}
                     <textarea
                       ref={messageInputRef}
                       rows={3}
                       className="flex-1 min-w-0 min-h-[88px] max-h-[160px] rounded-xl px-3.5 py-3 bg-neutral-50 border border-neutral-200 text-sm leading-6 text-neutral-800 placeholder:text-neutral-400 outline-none resize-y focus:border-[#2563eb] transition-colors"
-                      placeholder="输入回复内容… Enter 发送，Shift+Enter 换行"
+                      placeholder="输入回复内容… / 调话术，Enter 发送，Shift+Enter 换行"
                       value={messageInput}
-                      onChange={event => { setMessageInput(event.target.value); emitTyping() }}
+                      onChange={event => {
+                        const v = event.target.value
+                        setMessageInput(v)
+                        syncSlashFromInput(v)
+                        emitTyping()
+                      }}
                       onPaste={event => {
                         const image = Array.from(event.clipboardData.items).find(item => item.type.startsWith('image/'))
                         if (image) {
@@ -1117,6 +1215,33 @@ const Dashboard = () => {
                         }
                       }}
                       onKeyDown={event => {
+                        if (slashOpen && slashItems.length > 0) {
+                          if (event.key === 'ArrowDown') {
+                            event.preventDefault()
+                            setSlashIndex(i => (i + 1) % slashItems.length)
+                            return
+                          }
+                          if (event.key === 'ArrowUp') {
+                            event.preventDefault()
+                            setSlashIndex(i => (i - 1 + slashItems.length) % slashItems.length)
+                            return
+                          }
+                          if (event.key === 'Enter' && !event.shiftKey) {
+                            event.preventDefault()
+                            void applyQuickReply(slashItems[slashIndex] || slashItems[0])
+                            return
+                          }
+                          if (event.key === 'Escape') {
+                            event.preventDefault()
+                            setSlashOpen(false)
+                            return
+                          }
+                          if (event.key === 'Tab') {
+                            event.preventDefault()
+                            void applyQuickReply(slashItems[slashIndex] || slashItems[0])
+                            return
+                          }
+                        }
                         if (event.key === 'Enter' && !event.shiftKey) {
                           event.preventDefault()
                           sendMessage(messageInput)
@@ -1362,7 +1487,7 @@ const Dashboard = () => {
         </div>
         <p className="text-xs text-neutral-400 text-center mt-3 mb-0">将自动压缩并转为 WebP 后上传</p>
       </Modal>
-      <Modal title="知识库与快捷回复" open={knowledgeOpen} onCancel={() => setKnowledgeOpen(false)} footer={null} width={640}>
+      <Modal title="知识库" open={knowledgeOpen} onCancel={() => setKnowledgeOpen(false)} footer={null} width={640}>
         <Input
           prefix={<SearchOutlined />}
           placeholder="搜索标题或内容"
@@ -1391,6 +1516,44 @@ const Dashboard = () => {
           </div>
         )}
       </Modal>
+      <Modal title="快捷回复" open={quickOpen} onCancel={() => setQuickOpen(false)} footer={null} width={640}>
+        <Input
+          prefix={<SearchOutlined />}
+          placeholder="搜索标题、内容或输入码"
+          value={quickKeyword}
+          onChange={event => setQuickKeyword(event.target.value)}
+          allowClear
+          className="mb-3"
+        />
+        <p className="text-xs text-neutral-400 mb-2">含团队已发布 + 我的话术。管理请到侧栏「快捷回复」。</p>
+        {quickLoading ? (
+          <div className="py-10 text-center"><Spin /></div>
+        ) : (
+          <div className="space-y-2 max-h-96 overflow-auto">
+            {quickList.length === 0 ? (
+              <div className="text-center text-neutral-400 py-8">暂无快捷回复</div>
+            ) : quickList.map(item => (
+              <button
+                key={item.id}
+                type="button"
+                className="w-full text-left border border-neutral-100 rounded-lg p-3 hover:border-blue-300 hover:bg-blue-50"
+                onClick={() => void applyQuickReply(item)}
+              >
+                <div className="flex items-center gap-2">
+                  <span className="text-sm font-medium text-neutral-800">{item.title}</span>
+                  {item.shortcut && (
+                    <code className="text-[11px] text-blue-600 bg-blue-50 px-1 rounded">/{item.shortcut}</code>
+                  )}
+                  <span className="text-[10px] text-neutral-400 ml-auto">
+                    {item.scope === 'team' ? '团队' : '个人'}
+                  </span>
+                </div>
+                <div className="text-xs text-neutral-500 mt-1 line-clamp-2">{item.content}</div>
+              </button>
+            ))}
+          </div>
+        )}
+      </Modal>
     </div>
   )
 }

web/src/pages/agent/QuickReplies.tsx

@@ -0,0 +1,469 @@
+import { useCallback, useEffect, useState } from 'react'
+import {
+  Button, Form, Input, Modal, Popconfirm, Select, Spin, Table, Tabs, Upload, message, Tag, Space,
+} from 'antd'
+import type { ColumnsType } from 'antd/es/table'
+import {
+  PlusOutlined, EditOutlined, DeleteOutlined, CloudUploadOutlined, DownloadOutlined,
+  ThunderboltOutlined, CheckOutlined, StopOutlined, ImportOutlined, ExportOutlined,
+} from '@ant-design/icons'
+import {
+  createQuickReply, deleteQuickReply, downloadQuickReplyTemplate, exportQuickReplies,
+  getQuickReplies, importQuickReplies, publishQuickReply, unpublishQuickReply, updateQuickReply,
+  type QuickReply, type QuickReplyScope,
+} from '@/services/api'
+import { useAuth } from '@/stores/auth'
+
+const QuickReplies = () => {
+  const { user } = useAuth()
+  const canManageTeam = user?.role === 'admin' || user?.role === 'supervisor'
+
+  const [tab, setTab] = useState<QuickReplyScope>(canManageTeam ? 'team' : 'personal')
+  const [list, setList] = useState<QuickReply[]>([])
+  const [total, setTotal] = useState(0)
+  const [loading, setLoading] = useState(false)
+  const [q, setQ] = useState('')
+  const [statusFilter, setStatusFilter] = useState<string | undefined>()
+  const [page, setPage] = useState(1)
+  const [pageSize, setPageSize] = useState(20)
+
+  const [modalOpen, setModalOpen] = useState(false)
+  const [editing, setEditing] = useState<QuickReply | null>(null)
+  const [saving, setSaving] = useState(false)
+  const [form] = Form.useForm()
+
+  const load = useCallback(async () => {
+    setLoading(true)
+    try {
+      const res = await getQuickReplies({
+        scope: tab,
+        status: statusFilter,
+        q: q.trim() || undefined,
+        page,
+        pageSize,
+      })
+      setList(Array.isArray(res.list) ? res.list : [])
+      setTotal(res.total || 0)
+    } catch (e) {
+      setList([])
+      setTotal(0)
+      message.error(e instanceof Error ? e.message : '加载失败')
+    } finally {
+      setLoading(false)
+    }
+  }, [tab, statusFilter, q, page, pageSize])
+
+  useEffect(() => {
+    void load()
+  }, [load])
+
+  const openCreate = () => {
+    setEditing(null)
+    form.resetFields()
+    form.setFieldsValue({
+      status: tab === 'personal' ? 'published' : 'draft',
+      shortcut: '',
+      group_name: '',
+    })
+    setModalOpen(true)
+  }
+
+  const openEdit = (row: QuickReply) => {
+    setEditing(row)
+    form.setFieldsValue({
+      title: row.title,
+      content: row.content,
+      shortcut: row.shortcut || '',
+      group_name: row.group_name || '',
+      status: row.status,
+    })
+    setModalOpen(true)
+  }
+
+  const handleSave = async (values: {
+    title: string
+    content: string
+    shortcut?: string
+    group_name?: string
+    status?: string
+  }) => {
+    setSaving(true)
+    try {
+      const payload = {
+        title: values.title.trim(),
+        content: values.content.trim(),
+        shortcut: values.shortcut?.trim() || '',
+        group_name: values.group_name?.trim() || '',
+        status: values.status,
+      }
+      if (editing) {
+        await updateQuickReply(editing.id, payload)
+        message.success('已更新')
+      } else {
+        await createQuickReply({ scope: tab, ...payload })
+        message.success(tab === 'team' && payload.status === 'draft' ? '已暂存' : '已创建')
+      }
+      setModalOpen(false)
+      await load()
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '保存失败')
+    } finally {
+      setSaving(false)
+    }
+  }
+
+  const handleDelete = async (row: QuickReply) => {
+    try {
+      await deleteQuickReply(row.id)
+      message.success('已删除')
+      await load()
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '删除失败')
+    }
+  }
+
+  const handlePublish = async (row: QuickReply) => {
+    try {
+      await publishQuickReply(row.id)
+      message.success('已发布同步，全员可用')
+      await load()
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '发布失败')
+    }
+  }
+
+  const handleUnpublish = async (row: QuickReply) => {
+    try {
+      await unpublishQuickReply(row.id)
+      message.success('已下线为暂存')
+      await load()
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '操作失败')
+    }
+  }
+
+  const handleExport = async () => {
+    try {
+      await exportQuickReplies(tab)
+      message.success('导出已开始')
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '导出失败')
+    }
+  }
+
+  const handleTemplate = async () => {
+    try {
+      await downloadQuickReplyTemplate()
+    } catch (e) {
+      message.error(e instanceof Error ? e.message : '下载模板失败')
+    }
+  }
+
+  const canEditRow = (row: QuickReply) => {
+    if (row.scope === 'team') return canManageTeam
+    return true
+  }
+
+  const columns: ColumnsType<QuickReply> = [
+    {
+      title: '标题',
+      dataIndex: 'title',
+      width: 160,
+      ellipsis: true,
+    },
+    {
+      title: '内容',
+      dataIndex: 'content',
+      ellipsis: true,
+      render: (v: string) => <span className="text-neutral-600 text-sm">{v}</span>,
+    },
+    {
+      title: '输入码',
+      dataIndex: 'shortcut',
+      width: 100,
+      render: (v: string) =>
+        v ? <code className="text-xs bg-neutral-100 px-1.5 py-0.5 rounded">/{v}</code> : <span className="text-neutral-300">—</span>,
+    },
+    {
+      title: '分组',
+      dataIndex: 'group_name',
+      width: 90,
+      render: (v: string) => v || '—',
+    },
+    {
+      title: '状态',
+      dataIndex: 'status',
+      width: 90,
+      render: (s: string) =>
+        s === 'published' ? (
+          <Tag color="success">已发布</Tag>
+        ) : (
+          <Tag>暂存</Tag>
+        ),
+    },
+    {
+      title: '使用',
+      dataIndex: 'usage_count',
+      width: 70,
+      align: 'right',
+    },
+    {
+      title: '操作',
+      key: 'actions',
+      width: tab === 'team' && canManageTeam ? 220 : 120,
+      fixed: 'right',
+      render: (_, row) => (
+        <Space size={4} wrap>
+          {canEditRow(row) && (
+            <Button type="link" size="small" icon={<EditOutlined />} onClick={() => openEdit(row)}>
+              编辑
+            </Button>
+          )}
+          {tab === 'team' && canManageTeam && row.status === 'draft' && (
+            <Button type="link" size="small" icon={<CheckOutlined />} onClick={() => void handlePublish(row)}>
+              发布同步
+            </Button>
+          )}
+          {tab === 'team' && canManageTeam && row.status === 'published' && (
+            <Button type="link" size="small" icon={<StopOutlined />} onClick={() => void handleUnpublish(row)}>
+              下线
+            </Button>
+          )}
+          {canEditRow(row) && (
+            <Popconfirm title="确认删除？" onConfirm={() => void handleDelete(row)}>
+              <Button type="link" size="small" danger icon={<DeleteOutlined />}>
+                删除
+              </Button>
+            </Popconfirm>
+          )}
+        </Space>
+      ),
+    },
+  ]
+
+  const tabItems = [
+    ...(canManageTeam
+      ? [{
+          key: 'team',
+          label: (
+            <span className="inline-flex items-center gap-1">
+              <ThunderboltOutlined /> 团队快捷回复
+            </span>
+          ),
+        }]
+      : []),
+    {
+      key: 'personal',
+      label: '我的快捷回复',
+    },
+  ]
+
+  // agent 只能看个人
+  const effectiveTab = canManageTeam ? tab : 'personal'
+
+  return (
+    <div className="h-full flex flex-col min-h-0 overflow-hidden bg-neutral-50">
+      {/* 顶栏 56px — 与侧栏 Logo 区底边对齐（其它页统一） */}
+      <header
+        className="shrink-0 px-6 flex items-center justify-between gap-3 border-b border-neutral-200 bg-white"
+        style={{ height: 'var(--header-height)' }}
+      >
+        <div className="min-w-0">
+          <h1 className="text-base font-semibold text-neutral-900 m-0 truncate">快捷回复</h1>
+        </div>
+        <Space wrap size="small" className="shrink-0">
+          <Button size="small" icon={<DownloadOutlined />} onClick={() => void handleTemplate()}>
+            导入模板
+          </Button>
+          <Button size="small" icon={<ExportOutlined />} onClick={() => void handleExport()}>
+            导出
+          </Button>
+          <Upload
+            accept=".csv,text/csv"
+            showUploadList={false}
+            beforeUpload={async file => {
+              try {
+                const res = await importQuickReplies(file as File, effectiveTab, 'skip')
+                const d = res.data
+                message.success(
+                  `导入完成：新增 ${d?.created ?? 0}，更新 ${d?.updated ?? 0}，跳过 ${d?.skipped ?? 0}`,
+                )
+                if (d?.errors?.length) {
+                  message.warning(d.errors.slice(0, 3).join('；'))
+                }
+                await load()
+              } catch (e) {
+                message.error(e instanceof Error ? e.message : '导入失败')
+              }
+              return false
+            }}
+          >
+            <Button size="small" icon={<ImportOutlined />}>导入 CSV</Button>
+          </Upload>
+          <Button type="primary" size="small" icon={<PlusOutlined />} onClick={openCreate}>
+            新建
+          </Button>
+        </Space>
+      </header>
+
+      {/* 工具栏：Tab + 搜索 */}
+      <div className="shrink-0 px-6 pt-2 pb-3 bg-white border-b border-neutral-200">
+        <Tabs
+          size="small"
+          className="!mb-0 quick-reply-tabs"
+          activeKey={effectiveTab}
+          onChange={k => {
+            setTab(k as QuickReplyScope)
+            setPage(1)
+            setStatusFilter(undefined)
+          }}
+          items={tabItems}
+          tabBarStyle={{ marginBottom: 8 }}
+        />
+        <div className="flex flex-wrap gap-2 items-center">
+          <Input.Search
+            allowClear
+            placeholder="搜索标题、内容、输入码"
+            className="!w-64"
+            onSearch={v => {
+              setQ(v)
+              setPage(1)
+            }}
+          />
+          <Select
+            allowClear
+            placeholder="状态"
+            className="!w-28"
+            value={statusFilter}
+            onChange={v => {
+              setStatusFilter(v)
+              setPage(1)
+            }}
+            options={[
+              { value: 'published', label: '已发布' },
+              { value: 'draft', label: '暂存' },
+            ]}
+          />
+          {effectiveTab === 'team' && canManageTeam && (
+            <span className="text-xs text-neutral-400">
+              暂存仅管理可见；「发布同步」后全员可用 · 工作台输入 / 调用
+            </span>
+          )}
+          {effectiveTab === 'personal' && (
+            <span className="text-xs text-neutral-400">
+              个人话术仅自己可见 · 工作台输入 / 或输入码调用
+            </span>
+          )}
+        </div>
+      </div>
+
+      <div className="flex-1 min-h-0 overflow-auto p-4">
+        <div className="bg-white rounded-xl border border-neutral-200 p-2">
+          {loading && list.length === 0 ? (
+            <div className="py-16 text-center"><Spin /></div>
+          ) : (
+            <Table
+              rowKey="id"
+              size="middle"
+              columns={columns}
+              dataSource={list}
+              scroll={{ x: 900 }}
+              pagination={{
+                current: page,
+                pageSize,
+                total,
+                showSizeChanger: true,
+                onChange: (p, ps) => {
+                  setPage(p)
+                  setPageSize(ps)
+                },
+              }}
+            />
+          )}
+        </div>
+      </div>
+
+      <Modal
+        title={editing ? '编辑快捷回复' : `新建${effectiveTab === 'team' ? '团队' : '个人'}快捷回复`}
+        open={modalOpen}
+        onCancel={() => setModalOpen(false)}
+        onOk={() => form.submit()}
+        confirmLoading={saving}
+        okText={effectiveTab === 'team' && !editing ? '暂存' : '保存'}
+        width={560}
+        destroyOnHidden
+      >
+        <Form form={form} layout="vertical" onFinish={values => void handleSave(values)} className="mt-2">
+          <Form.Item name="title" label="标题" rules={[{ required: true, message: '请输入标题' }, { max: 100 }]}>
+            <Input placeholder="如：打招呼" maxLength={100} />
+          </Form.Item>
+          <Form.Item name="content" label="内容" rules={[{ required: true, message: '请输入内容' }, { max: 2000 }]}>
+            <Input.TextArea rows={4} maxLength={2000} showCount placeholder="插入到输入框的正文" />
+          </Form.Item>
+          <Form.Item
+            name="shortcut"
+            label="输入码"
+            extra="工作台输入 /nh 可快速填入；仅字母数字下划线短横线"
+            rules={[
+              {
+                pattern: /^\/?[a-zA-Z0-9_-]*$/,
+                message: '输入码格式无效',
+              },
+            ]}
+          >
+            <Input placeholder="如 nh（可选）" maxLength={32} addonBefore="/" />
+          </Form.Item>
+          <Form.Item name="group_name" label="分组" rules={[{ max: 50 }]}>
+            <Input placeholder="如：通用、售后" maxLength={50} />
+          </Form.Item>
+          <Form.Item name="status" label="状态">
+            <Select
+              options={[
+                { value: 'draft', label: '暂存' },
+                { value: 'published', label: effectiveTab === 'team' ? '已发布（全员可用）' : '已发布' },
+              ]}
+            />
+          </Form.Item>
+          {effectiveTab === 'team' && canManageTeam && (
+            <p className="text-xs text-neutral-500 -mt-2 mb-0">
+              也可先暂存，列表中点「发布同步」。团队话术无需复制到每个员工账户。
+            </p>
+          )}
+        </Form>
+        {effectiveTab === 'team' && canManageTeam && editing?.status === 'draft' && (
+          <Button
+            className="mt-2"
+            type="dashed"
+            icon={<CloudUploadOutlined />}
+            block
+            onClick={async () => {
+              try {
+                const values = await form.validateFields()
+                setSaving(true)
+                await updateQuickReply(editing.id, {
+                  title: values.title.trim(),
+                  content: values.content.trim(),
+                  shortcut: values.shortcut?.trim() || '',
+                  group_name: values.group_name?.trim() || '',
+                  status: 'draft',
+                })
+                await publishQuickReply(editing.id)
+                message.success('已保存并发布同步')
+                setModalOpen(false)
+                await load()
+              } catch (e) {
+                if (e instanceof Error && e.message) message.error(e.message)
+              } finally {
+                setSaving(false)
+              }
+            }}
+          >
+            保存并发布同步
+          </Button>
+        )}
+      </Modal>
+    </div>
+  )
+}
+
+export default QuickReplies

web/src/router/index.tsx

@@ -10,6 +10,7 @@ const Dashboard = lazy(() => import('@/pages/agent/Dashboard'))
 const ChatHistory = lazy(() => import('@/pages/agent/ChatHistory'))
 const Customers = lazy(() => import('@/pages/agent/Customers'))
 const Knowledge = lazy(() => import('@/pages/agent/Knowledge'))
+const QuickReplies = lazy(() => import('@/pages/agent/QuickReplies'))
 const Statistics = lazy(() => import('@/pages/agent/Statistics'))
 const Settings = lazy(() => import('@/pages/agent/Settings'))
 const AdminDashboard = lazy(() => import('@/pages/admin/Dashboard'))
@@ -66,6 +67,7 @@ export const router = createBrowserRouter([
               { path: 'chat-history', element: <Lazy><ChatHistory /></Lazy> },
               { path: 'customers', element: <Lazy><Customers /></Lazy> },
               { path: 'knowledge', element: <Lazy><Knowledge /></Lazy> },
+              { path: 'quick-replies', element: <Lazy><QuickReplies /></Lazy> },
               {
                 element: <RequireSupervisor />,
                 children: [{ path: 'statistics', element: <Lazy><Statistics /></Lazy> }],

web/src/services/api.ts

@@ -323,6 +323,89 @@ export const updateKnowledgeEntry = (id: number, data: Partial<KnowledgeEntry>)
   put<KnowledgeEntry>(`/knowledge/entries/${id}`, data)
 export const deleteKnowledgeEntry = (id: number) => del(`/knowledge/entries/${id}`)
 
+// 快捷回复（团队 / 个人）
+export type QuickReplyScope = 'team' | 'personal'
+export interface QuickReply {
+  id: number
+  tenant_id: number
+  scope: QuickReplyScope
+  owner_user_id?: number | null
+  title: string
+  content: string
+  shortcut: string
+  group_name: string
+  status: 'draft' | 'published' | string
+  sort_order: number
+  usage_count: number
+  created_at: string
+  updated_at: string
+}
+
+export const getQuickReplies = (params?: {
+  scope?: 'team' | 'personal' | 'all'
+  status?: string
+  q?: string
+  page?: number
+  pageSize?: number
+}) => {
+  const search = new URLSearchParams()
+  if (params?.scope) search.set('scope', params.scope)
+  if (params?.status) search.set('status', params.status)
+  if (params?.q) search.set('q', params.q)
+  if (params?.page) search.set('page', String(params.page))
+  if (params?.pageSize) search.set('pageSize', String(params.pageSize))
+  const qs = search.toString()
+  return getList<QuickReply>(`/quick-replies${qs ? `?${qs}` : ''}`)
+}
+
+export const suggestQuickReplies = (prefix = '') => {
+  const search = new URLSearchParams()
+  if (prefix) search.set('prefix', prefix)
+  const qs = search.toString()
+  return get<QuickReply[]>(`/quick-replies/suggest${qs ? `?${qs}` : ''}`)
+}
+
+export const createQuickReply = (data: {
+  scope: QuickReplyScope
+  title: string
+  content: string
+  shortcut?: string
+  group_name?: string
+  status?: string
+  sort_order?: number
+}) => post<QuickReply>('/quick-replies', data)
+
+export const updateQuickReply = (id: number, data: {
+  title: string
+  content: string
+  shortcut?: string
+  group_name?: string
+  status?: string
+  sort_order?: number
+}) => put<QuickReply>(`/quick-replies/${id}`, data)
+
+export const deleteQuickReply = (id: number) => del(`/quick-replies/${id}`)
+export const publishQuickReply = (id: number) => post<QuickReply>(`/quick-replies/${id}/publish`, {})
+export const unpublishQuickReply = (id: number) => post<QuickReply>(`/quick-replies/${id}/unpublish`, {})
+export const useQuickReply = (id: number) => post<{ ok: boolean; usage_count: number }>(`/quick-replies/${id}/use`, {})
+
+export const exportQuickReplies = (scope: QuickReplyScope) =>
+  downloadFile(`/quick-replies/export?scope=${scope}`, `quick_replies_${scope}.csv`)
+
+export const downloadQuickReplyTemplate = () =>
+  downloadFile('/quick-replies/import-template', 'quick_replies_template.csv')
+
+export const importQuickReplies = (file: File, scope: QuickReplyScope, onConflict: 'skip' | 'overwrite' = 'skip') => {
+  const form = new FormData()
+  form.append('file', file)
+  form.append('scope', scope)
+  form.append('on_conflict', onConflict)
+  return postForm<{ created: number; updated: number; skipped: number; errors: string[] }>(
+    `/quick-replies/import?scope=${scope}`,
+    form,
+  )
+}
+
 // Channels
 export const getChannels = () => get<Channel[]>('/channels')
 export const createChannel = (data: { type: string; name?: string }) => post<Channel>('/channels', data)