yml2213
8b9f3d710f
- handler 只保留请求绑定、权限检查与响应映射；业务校验顺序、状态码与文案逐字保留 - 新增 service.Error 语义错误，由 handler 统一映射 HTTP 响应 - session 875→361 行、widget 745→321 行、settings 540→73 行 - 自动分配/租户设置(工作时间、欢迎语)/消息校验/黑名单检查/联系方式提取随迁 service 包 - 相关单元测试随迁 service 包，go test ./... 全部通过
513 lines
16 KiB
Go
513 lines
16 KiB
Go
package service
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import (
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"errors"
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"regexp"
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"strings"
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"time"
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"gorm.io/gorm"
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"kefu-cloud/server/internal/model"
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"kefu-cloud/server/internal/ws"
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)
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var channelKeyPattern = regexp.MustCompile(`^[A-Za-z0-9_-]{3,64}$`)
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var phonePattern = regexp.MustCompile(`^1[3-9]\d{9}$`)
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var emailPattern = regexp.MustCompile(`^[^\s@]+@[^\s@]+\.[^\s@]+$`)
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// VisitorMeta 访客环境信息（由 handler 从请求解析，service 不感知 HTTP）。
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type VisitorMeta struct {
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IP string
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Region string
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UserAgent string
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}
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// WidgetSession 校验访客凭证并加载会话。
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func WidgetSession(sessionID uint, token string) (*model.Session, error) {
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var session model.Session
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if err := model.DB.First(&session, sessionID).Error; err != nil {
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return nil, NotFound("会话不存在")
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}
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if !model.VerifyVisitorToken(&session, token) {
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return nil, &Error{Status: 401, Message: "访客会话凭证无效"}
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}
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return &session, nil
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}
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// WidgetInitInput 访客初始化入参。
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type WidgetInitInput struct {
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ChannelKey string
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VisitorName string
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DeviceID string
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PageURL string
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PageTitle string
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Referrer string
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Meta VisitorMeta
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}
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// WidgetInit 访客进线：渠道校验、客户/会话创建、黑名单拦截、自动分配与欢迎语组装。
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func WidgetInit(in WidgetInitInput) (map[string]interface{}, error) {
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if !channelKeyPattern.MatchString(in.ChannelKey) {
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return nil, BadRequest("渠道标识无效")
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}
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var channel model.Channel
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if err := model.DB.
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Where("type = ? AND status = ? AND script_code LIKE ?", "web", "enabled", "%data-id=\""+in.ChannelKey+"\"%").
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First(&channel).Error; err != nil {
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return nil, NotFound("渠道不存在或已关闭")
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}
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name := strings.TrimSpace(in.VisitorName)
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if name == "" {
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name = "访客"
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}
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// 创建或查找客户
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var customer model.Customer
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model.DB.Where("tenant_id = ? AND name = ? AND phone = ''", channel.TenantID, name).First(&customer)
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if customer.ID == 0 {
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customer = model.Customer{
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TenantID: channel.TenantID,
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Name: name,
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Source: "网页",
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Status: "online",
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}
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model.DB.Create(&customer)
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}
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visitorToken, visitorTokenHash, err := model.NewVisitorToken()
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if err != nil {
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return nil, Internal("创建访客会话失败")
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}
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deviceKey := NormalizeDeviceKey(in.DeviceID, in.Meta.UserAgent)
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// 黑名单拦截（IP / 设备）
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if blocked, blKind, blReason := CheckVisitorBlacklist(channel.TenantID, in.Meta.IP, deviceKey); blocked {
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kindLabel := "IP"
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if blKind == "device" {
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kindLabel = "设备"
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}
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msg := "您暂时无法使用在线客服"
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if strings.TrimSpace(blReason) != "" {
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msg = msg + "（" + kindLabel + "限制）"
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}
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return nil, Forbidden(msg)
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}
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now := time.Now()
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// 创建会话
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session := model.Session{
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TenantID: channel.TenantID,
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ChannelID: channel.ID,
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CustomerID: customer.ID,
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VisitorTokenHash: visitorTokenHash,
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VisitorIP: in.Meta.IP,
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VisitorRegion: in.Meta.Region,
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UserAgent: in.Meta.UserAgent,
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DeviceKey: deviceKey,
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LandingURL: in.PageURL,
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LandingTitle: in.PageTitle,
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Referrer: in.Referrer,
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CurrentURL: in.PageURL,
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CurrentTitle: in.PageTitle,
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LastSeenAt: &now,
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Status: "waiting",
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Priority: "normal",
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}
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if err := model.DB.Create(&session).Error; err != nil {
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return nil, Internal("创建会话失败")
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}
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// 首条浏览轨迹
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if in.PageURL != "" {
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_ = model.DB.Create(&model.VisitorPageView{
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SessionID: session.ID,
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TenantID: channel.TenantID,
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URL: in.PageURL,
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Title: in.PageTitle,
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EnteredAt: now,
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}).Error
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}
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model.DB.Model(&model.Customer{}).Where("id = ? AND tenant_id = ?", customer.ID, channel.TenantID).
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Updates(map[string]interface{}{"conversation_count": gorm.Expr("conversation_count + 1"), "last_contact_at": time.Now()})
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onlineCount, err := CountOnlineAgents(channel.TenantID)
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if err != nil {
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return nil, Internal("查询在线客服失败")
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}
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setting, _ := GetOrCreateTenantSettings(channel.TenantID)
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withinWorkHours := IsWithinWorkHours(setting, time.Now())
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// 非工作时间不自动分配，走留言/排队提示
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canServeNow := onlineCount > 0 && withinWorkHours
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var assignedAgent *model.User
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if canServeNow {
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assignedAgent, err = TryAutoAssign(&session)
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if err != nil {
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return nil, Internal("自动分配失败")
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}
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}
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if payload, err := ws.NewEvent("session_created", session.ID, session); err == nil {
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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}
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welcomeSegs := ResolveWelcomeSegments(setting)
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welcome := FirstWelcomeText(welcomeSegs)
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offlinePrompt := DefaultOfflinePrompt
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agentNickname := DefaultAgentNickname
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displayName := "在线客服"
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worktimePrompt := DefaultWorktimePrompt
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if setting != nil {
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if setting.OfflinePrompt != "" {
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offlinePrompt = setting.OfflinePrompt
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}
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if setting.AgentNickname != "" {
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agentNickname = setting.AgentNickname
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}
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if setting.DisplayName != "" {
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displayName = setting.DisplayName
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}
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if setting.WorktimePrompt != "" {
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worktimePrompt = setting.WorktimePrompt
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}
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}
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// 非工作时间优先展示非工作时间提示
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if !withinWorkHours {
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offlinePrompt = worktimePrompt
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}
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resp := map[string]interface{}{
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"session_id": session.ID,
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"customer_id": customer.ID,
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"channel_id": channel.ID,
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"tenant_id": channel.TenantID,
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"visitor_token": visitorToken,
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"agents_online": canServeNow,
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"online_agent_count": onlineCount,
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"within_work_hours": withinWorkHours,
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"session_status": session.Status,
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"welcome_message": welcome,
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"welcome_messages": welcomeSegs,
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"display_name": displayName,
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"agent_nickname": agentNickname,
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}
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if !canServeNow {
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resp["offline_prompt"] = offlinePrompt
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}
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if assignedAgent != nil {
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resp["agent_id"] = assignedAgent.ID
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resp["agent_name"] = assignedAgent.Nickname
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} else if canServeNow {
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resp["agent_name"] = agentNickname
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}
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resp["landing_url"] = session.LandingURL
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resp["current_url"] = session.CurrentURL
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return resp, nil
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}
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// WidgetPageView 访客换页上报：与当前页相同只刷新活跃时间/标题，否则插入轨迹并裁剪。
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func WidgetPageView(session *model.Session, pageURL, pageTitle string) (interface{}, error) {
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if session.Status == "ended" || session.Status == "archived" {
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return nil, Conflict("会话已结束")
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}
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if pageURL == "" {
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return nil, BadRequest("页面地址无效")
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}
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now := time.Now()
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// 与当前页相同：只刷新活跃时间/标题，不插重复轨迹
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if strings.TrimSpace(session.CurrentURL) == pageURL {
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updates := map[string]interface{}{
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"last_seen_at": now,
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}
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titleFixed := false
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if pageTitle != "" && pageTitle != strings.TrimSpace(session.CurrentTitle) {
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updates["current_title"] = pageTitle
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// 同步最新一条轨迹的标题（纠正「慢一页」时写入的旧 title）
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var last model.VisitorPageView
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if err := model.DB.Where("session_id = ? AND url = ?", session.ID, pageURL).
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Order("entered_at desc").First(&last).Error; err == nil {
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_ = model.DB.Model(&last).Update("title", pageTitle).Error
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titleFixed = true
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if payload, err := ws.NewEvent("page_view", session.ID, map[string]interface{}{
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"id": last.ID,
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"session_id": last.SessionID,
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"url": pageURL,
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"title": pageTitle,
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"entered_at": last.EnteredAt,
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"title_fix": true,
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}); err == nil {
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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}
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}
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}
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_ = model.DB.Model(session).Updates(updates).Error
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return map[string]interface{}{"deduped": true, "title_updated": titleFixed}, nil
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}
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pv := model.VisitorPageView{
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SessionID: session.ID,
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TenantID: session.TenantID,
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URL: pageURL,
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Title: pageTitle,
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EnteredAt: now,
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}
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if err := model.DB.Create(&pv).Error; err != nil {
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return nil, Internal("记录失败")
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}
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_ = model.DB.Model(session).Updates(map[string]interface{}{
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"current_url": pageURL,
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"current_title": pageTitle,
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"last_seen_at": now,
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}).Error
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// 控制单会话条数
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var count int64
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model.DB.Model(&model.VisitorPageView{}).Where("session_id = ?", session.ID).Count(&count)
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if count > MaxPageViewsPerSession {
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var oldest []model.VisitorPageView
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model.DB.Where("session_id = ?", session.ID).Order("entered_at asc").
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Limit(int(count - MaxPageViewsPerSession)).Find(&oldest)
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ids := make([]uint, 0, len(oldest))
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for _, o := range oldest {
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ids = append(ids, o.ID)
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}
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if len(ids) > 0 {
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model.DB.Where("id IN ?", ids).Delete(&model.VisitorPageView{})
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}
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}
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if payload, err := ws.NewEvent("page_view", session.ID, map[string]interface{}{
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"id": pv.ID,
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"session_id": pv.SessionID,
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"url": pv.URL,
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"title": pv.Title,
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"entered_at": pv.EnteredAt,
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}); err == nil {
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// 排队中 AgentID 为空时，BroadcastToSessionStaff 只会推给 admin/supervisor，
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// 一线坐席看不到实时轨迹；轨迹对租户内工作人员统一广播。
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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}
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return pv, nil
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}
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// WidgetHeartbeat 刷新访客 last_seen；会话已结束时仅返回结束标记。
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func WidgetHeartbeat(session *model.Session) (ended bool, lastSeen *time.Time, err error) {
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if session.Status == "ended" || session.Status == "archived" {
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return true, nil, nil
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}
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now := time.Now()
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_ = model.DB.Model(session).Update("last_seen_at", now).Error
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return false, &now, nil
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}
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// WidgetSendMessage 访客发送消息；排队中会尝试自动分配并广播。
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func WidgetSendMessage(session *model.Session, msgType, content string) (*model.Message, error) {
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if session.Status == "ended" || session.Status == "archived" {
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return nil, Conflict("会话已结束，请重新发起咨询")
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}
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custID := session.CustomerID
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msg := model.Message{
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SessionID: session.ID,
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SenderType: "visitor",
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SenderID: &custID,
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Content: content,
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Type: msgType,
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SentAt: time.Now(),
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}
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if err := model.CreateMessage(&msg); err != nil {
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return nil, Internal("发送失败")
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}
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// 发送后清空草稿
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_ = model.DB.Model(session).Updates(map[string]interface{}{
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"draft_text": "",
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"draft_updated_at": time.Now(),
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}).Error
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model.DB.Model(&model.Customer{}).Where("id = ? AND tenant_id = ?", session.CustomerID, session.TenantID).Update("last_contact_at", time.Now())
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// 从已发送消息再提取一次联系方式
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if msgType == "text" {
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go OnVisitorDraftContacts(session.TenantID, session.CustomerID, session.ID, content)
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}
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// 仍在排队时尝试自动分配（客服刚上线的场景）
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if session.Status == "waiting" && session.AgentID == nil {
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if _, err := TryAutoAssign(session); err == nil {
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_ = model.DB.First(session, session.ID)
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}
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}
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if payload, err := ws.NewEvent("message", session.ID, msg); err == nil {
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if session.AgentID == nil {
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// 等待会话的消息要通知全部客服，便于任一在线客服及时领取。
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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} else {
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ws.DefaultHub.BroadcastToSession(session.TenantID, session.ID, session.AgentID, payload)
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}
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}
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// 通知坐席清空草稿预览
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if clearPayload, err := ws.NewEvent("input_draft", session.ID, map[string]interface{}{
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"from": "visitor",
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"text": "",
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}); err == nil {
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, clearPayload)
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}
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return &msg, nil
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}
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// WidgetLeaveMessageResult 离线留言结果。
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type WidgetLeaveMessageResult struct {
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Message model.Message
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SessionStatus string
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AgentsOnline bool
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}
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// WidgetLeaveMessage 无客服在线时提交留言并沉淀联系方式。
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func WidgetLeaveMessage(session *model.Session, content, name, phone, email string) (*WidgetLeaveMessageResult, error) {
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if session.Status == "ended" || session.Status == "archived" {
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return nil, Conflict("会话已结束，请重新发起咨询")
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}
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// 若此刻已有客服在线，直接走自动分配，留言仍作为普通消息入库
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onlineCount, _ := CountOnlineAgents(session.TenantID)
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if onlineCount > 0 && session.Status == "waiting" {
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if _, err := TryAutoAssign(session); err == nil {
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_ = model.DB.First(session, session.ID)
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}
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}
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updates := map[string]interface{}{"last_contact_at": time.Now()}
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if name != "" {
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updates["name"] = name
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}
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if phone != "" {
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updates["phone"] = phone
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}
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if email != "" {
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updates["email"] = email
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}
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if err := model.DB.Model(&model.Customer{}).Where("id = ? AND tenant_id = ?", session.CustomerID, session.TenantID).
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Updates(updates).Error; err != nil {
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return nil, Internal("更新联系方式失败")
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}
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custID := session.CustomerID
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msg := model.Message{
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SessionID: session.ID,
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SenderType: "visitor",
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SenderID: &custID,
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Content: content,
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Type: "text",
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SentAt: time.Now(),
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}
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if err := model.CreateMessage(&msg); err != nil {
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return nil, Internal("留言失败")
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}
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contactBits := make([]string, 0, 3)
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if name != "" {
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contactBits = append(contactBits, "姓名:"+name)
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}
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if phone != "" {
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contactBits = append(contactBits, "手机:"+phone)
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}
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if email != "" {
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contactBits = append(contactBits, "邮箱:"+email)
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}
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model.DB.Create(&model.SessionEvent{
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SessionID: session.ID,
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OperatorID: 0,
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Action: "offline_leave",
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Detail: "离线留言 · " + strings.Join(contactBits, " · "),
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})
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if payload, err := ws.NewEvent("message", session.ID, msg); err == nil {
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if session.AgentID == nil {
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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} else {
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ws.DefaultHub.BroadcastToSession(session.TenantID, session.ID, session.AgentID, payload)
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}
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}
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if payload, err := ws.NewEvent("session_updated", session.ID, session); err == nil {
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ws.DefaultHub.BroadcastToTenantStaff(session.TenantID, payload)
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}
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return &WidgetLeaveMessageResult{
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Message: msg,
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SessionStatus: session.Status,
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AgentsOnline: onlineCount > 0,
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}, nil
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}
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// ValidateLeaveContact 校验留言联系方式（至少一项 + 格式）。
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func ValidateLeaveContact(name, phone, email string) error {
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if phone == "" && email == "" {
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return BadRequest("请至少填写手机号或邮箱，便于我们回复")
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}
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if phone != "" && !phonePattern.MatchString(phone) {
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return BadRequest("手机号格式不正确")
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}
|
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if email != "" && !emailPattern.MatchString(email) {
|
||
return BadRequest("邮箱格式不正确")
|
||
}
|
||
if name != "" && (len([]rune(name)) < 2 || len([]rune(name)) > 50) {
|
||
return BadRequest("姓名需为 2 至 50 个字符")
|
||
}
|
||
return nil
|
||
}
|
||
|
||
// WidgetSubmitRating 会话结束后提交星级评价（一次性）。
|
||
func WidgetSubmitRating(session *model.Session, score int, text string) error {
|
||
if session.Status != "ended" {
|
||
return Conflict("会话结束后才能评价")
|
||
}
|
||
if session.SatisfactionScore != nil {
|
||
return Conflict("该会话已评价")
|
||
}
|
||
|
||
if err := model.DB.Transaction(func(tx *gorm.DB) error {
|
||
result := tx.Model(&model.Session{}).Where("id = ? AND satisfaction_score IS NULL", session.ID).
|
||
Updates(map[string]interface{}{"satisfaction_score": score, "satisfaction_text": text})
|
||
if result.Error != nil {
|
||
return result.Error
|
||
}
|
||
if result.RowsAffected == 0 {
|
||
return gorm.ErrRecordNotFound
|
||
}
|
||
return tx.Model(&model.Customer{}).Where("id = ? AND tenant_id = ?", session.CustomerID, session.TenantID).
|
||
Updates(map[string]interface{}{
|
||
"satisfaction_sum": gorm.Expr("satisfaction_sum + ?", score),
|
||
"satisfaction_count": gorm.Expr("satisfaction_count + 1"),
|
||
}).Error
|
||
}); err != nil {
|
||
if errors.Is(err, gorm.ErrRecordNotFound) {
|
||
return Conflict("该会话已评价")
|
||
}
|
||
return Internal("提交评价失败")
|
||
}
|
||
return nil
|
||
}
|
||
|
||
// WidgetMessages 访客按 seq 增量拉取消息。
|
||
func WidgetMessages(session *model.Session, afterSeq, limit int) (map[string]interface{}, error) {
|
||
page, err := SessionMessagePage(session.ID, afterSeq, limit)
|
||
if err != nil {
|
||
return nil, err
|
||
}
|
||
return map[string]interface{}{
|
||
"messages": page.Messages,
|
||
"after_seq": page.AfterSeq,
|
||
"max_seq": page.MaxSeq,
|
||
"has_more": page.HasMore,
|
||
"session_status": session.Status,
|
||
"satisfaction_score": session.SatisfactionScore,
|
||
}, nil
|
||
}
|