yml2213
9485c28abd
- 会话创建时按负载自动分配在线客服，无客服则进入离线模式 - 新增 /api/widget/leave-message 沉淀联系方式与留言事件 - 访客端离线留言表单；工作台展示离线留言/自动分配事件 - 提供 public/widget.js + /widget/embed 嵌入方案
451 lines
14 KiB
Go
451 lines
14 KiB
Go
package handler
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import (
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"errors"
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"net/http"
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"regexp"
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"strconv"
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"strings"
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"time"
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"github.com/gin-gonic/gin"
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"gorm.io/gorm"
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"kefu-sys/server/internal/middleware"
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"kefu-sys/server/internal/model"
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"kefu-sys/server/internal/ws"
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)
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type WidgetHandler struct{}
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func NewWidgetHandler() *WidgetHandler { return &WidgetHandler{} }
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type WidgetInitReq struct {
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ChannelKey string `json:"channel_key" form:"channel_key"`
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VisitorName string `json:"visitor_name"`
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}
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type WidgetMessageReq struct {
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SessionID uint `json:"session_id" binding:"required"`
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Content string `json:"content" binding:"required"`
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Type string `json:"type"`
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VisitorToken string `json:"visitor_token"`
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}
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type WidgetRatingReq struct {
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SessionID uint `json:"session_id" binding:"required"`
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Score int `json:"score" binding:"required"`
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Text string `json:"text"`
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VisitorToken string `json:"visitor_token"`
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}
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type WidgetLeaveReq struct {
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SessionID uint `json:"session_id" binding:"required"`
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Content string `json:"content" binding:"required"`
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Name string `json:"name"`
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Phone string `json:"phone"`
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Email string `json:"email"`
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VisitorToken string `json:"visitor_token"`
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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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func (h *WidgetHandler) Init(c *gin.Context) {
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var req WidgetInitReq
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if err := c.ShouldBindQuery(&req); err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
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return
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}
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if c.Request.Method == http.MethodPost && strings.HasPrefix(c.GetHeader("Content-Type"), "application/json") {
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if err := c.ShouldBindJSON(&req); err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
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return
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}
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}
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if req.ChannelKey == "" {
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req.ChannelKey = c.Query("channel_key")
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}
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if !channelKeyPattern.MatchString(req.ChannelKey) {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "渠道标识无效"})
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return
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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=\""+req.ChannelKey+"\"%").
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First(&channel).Error; err != nil {
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c.JSON(http.StatusNotFound, gin.H{"code": 404, "message": "渠道不存在或已关闭"})
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return
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}
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name := strings.TrimSpace(req.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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "创建访客会话失败"})
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return
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}
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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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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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "创建会话失败"})
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return
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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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "查询在线客服失败"})
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return
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}
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var assignedAgent *model.User
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if onlineCount > 0 {
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assignedAgent, err = tryAutoAssign(&session)
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if err != nil {
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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "自动分配失败"})
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return
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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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agentsOnline := onlineCount > 0
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resp := gin.H{
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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": agentsOnline,
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"session_status": session.Status,
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}
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if !agentsOnline {
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resp["offline_prompt"] = offlineLeavePrompt
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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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}
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c.JSON(http.StatusOK, gin.H{"code": 0, "data": resp})
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}
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func visitorTokenFromRequest(c *gin.Context, bodyToken string) string {
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if token := c.GetHeader("X-Visitor-Token"); token != "" {
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return token
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}
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return bodyToken
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}
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func loadVisitorSession(c *gin.Context, sessionID uint, token string) (*model.Session, bool) {
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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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c.JSON(http.StatusNotFound, gin.H{"code": 404, "message": "会话不存在"})
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return nil, false
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}
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if !model.VerifyVisitorToken(&session, token) {
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c.JSON(http.StatusUnauthorized, gin.H{"code": 401, "message": "访客会话凭证无效"})
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return nil, false
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}
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return &session, true
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}
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func (h *WidgetHandler) SendMessage(c *gin.Context) {
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var req WidgetMessageReq
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if err := c.ShouldBindJSON(&req); err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
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return
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}
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if req.Type == "" {
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req.Type = "text"
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}
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content, err := validateMessageContent(req.Type, req.Content)
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if err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": err.Error()})
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return
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}
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session, ok := loadVisitorSession(c, req.SessionID, visitorTokenFromRequest(c, req.VisitorToken))
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if !ok {
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return
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}
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if session.Status == "ended" || session.Status == "archived" {
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c.JSON(http.StatusConflict, gin.H{"code": 409, "message": "会话已结束，请重新发起咨询"})
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return
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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: req.Type,
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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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "发送失败"})
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return
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}
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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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// 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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c.JSON(http.StatusOK, gin.H{"code": 0, "data": msg})
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}
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// LeaveMessage 无客服在线时提交留言并沉淀联系方式。
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func (h *WidgetHandler) LeaveMessage(c *gin.Context) {
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var req WidgetLeaveReq
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if err := c.ShouldBindJSON(&req); err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
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return
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}
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content, err := validateMessageContent("text", req.Content)
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if err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": err.Error()})
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return
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}
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name := strings.TrimSpace(req.Name)
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phone := strings.TrimSpace(req.Phone)
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email := strings.TrimSpace(req.Email)
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if phone == "" && email == "" {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "请至少填写手机号或邮箱，便于我们回复"})
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return
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}
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if phone != "" && !phonePattern.MatchString(phone) {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "手机号格式不正确"})
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return
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}
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if email != "" && !emailPattern.MatchString(email) {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "邮箱格式不正确"})
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return
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}
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if name != "" && (len([]rune(name)) < 2 || len([]rune(name)) > 50) {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "姓名需为 2 至 50 个字符"})
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return
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}
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session, ok := loadVisitorSession(c, req.SessionID, visitorTokenFromRequest(c, req.VisitorToken))
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if !ok {
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return
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}
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if session.Status == "ended" || session.Status == "archived" {
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c.JSON(http.StatusConflict, gin.H{"code": 409, "message": "会话已结束，请重新发起咨询"})
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return
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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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "更新联系方式失败"})
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return
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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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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "留言失败"})
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return
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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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c.JSON(http.StatusOK, gin.H{
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"code": 0,
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"data": gin.H{
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"message": msg,
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"session_status": session.Status,
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"agents_online": onlineCount > 0,
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},
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})
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}
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func visitorTokenFromWebSocket(c *gin.Context) string {
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protocols := strings.Split(c.GetHeader("Sec-WebSocket-Protocol"), ",")
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if len(protocols) == 2 && strings.TrimSpace(protocols[0]) == "kefu-visitor-v1" {
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return strings.TrimSpace(protocols[1])
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}
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return ""
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}
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func (h *WidgetHandler) Connect(c *gin.Context) {
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sessionID, err := strconv.ParseUint(c.Query("session_id"), 10, 64)
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if err != nil || sessionID == 0 {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "会话参数错误"})
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return
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}
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session, ok := loadVisitorSession(c, uint(sessionID), visitorTokenFromWebSocket(c))
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if !ok {
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return
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}
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client, err := ws.UpgradeVisitor(c.Writer, c.Request, session.TenantID, session.ID)
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if err != nil {
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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "升级连接失败"})
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return
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}
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ws.HandleWebSocket(client)
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}
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func (h *WidgetHandler) SubmitRating(c *gin.Context) {
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var req WidgetRatingReq
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if err := c.ShouldBindJSON(&req); err != nil {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "参数错误"})
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return
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}
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if req.Score < 1 || req.Score > 5 {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "评分应为 1 至 5 星"})
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return
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}
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session, ok := loadVisitorSession(c, req.SessionID, visitorTokenFromRequest(c, req.VisitorToken))
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if !ok {
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return
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}
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if session.Status != "ended" {
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c.JSON(http.StatusConflict, gin.H{"code": 409, "message": "会话结束后才能评价"})
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return
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}
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if session.SatisfactionScore != nil {
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c.JSON(http.StatusConflict, gin.H{"code": 409, "message": "该会话已评价"})
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return
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}
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if err := model.DB.Transaction(func(tx *gorm.DB) error {
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result := tx.Model(&model.Session{}).Where("id = ? AND satisfaction_score IS NULL", session.ID).
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Updates(map[string]interface{}{"satisfaction_score": req.Score, "satisfaction_text": req.Text})
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if result.Error != nil {
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return result.Error
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}
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if result.RowsAffected == 0 {
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return gorm.ErrRecordNotFound
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}
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return tx.Model(&model.Customer{}).Where("id = ? AND tenant_id = ?", session.CustomerID, session.TenantID).
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Updates(map[string]interface{}{
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"satisfaction_sum": gorm.Expr("satisfaction_sum + ?", req.Score),
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"satisfaction_count": gorm.Expr("satisfaction_count + 1"),
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}).Error
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}); err != nil {
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if errors.Is(err, gorm.ErrRecordNotFound) {
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c.JSON(http.StatusConflict, gin.H{"code": 409, "message": "该会话已评价"})
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return
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}
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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "提交评价失败"})
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return
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}
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middleware.JSON(c, gin.H{"message": "感谢您的评价"})
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}
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func (h *WidgetHandler) GetMessages(c *gin.Context) {
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sessionID, err := strconv.ParseUint(c.Query("session_id"), 10, 64)
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if err != nil || sessionID == 0 {
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c.JSON(http.StatusBadRequest, gin.H{"code": 400, "message": "会话参数错误"})
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return
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}
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if _, ok := loadVisitorSession(c, uint(sessionID), visitorTokenFromRequest(c, "")); !ok {
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return
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}
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var messages []model.Message
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if err := model.DB.Where("session_id = ?", sessionID).Order("seq asc").Find(&messages).Error; err != nil {
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c.JSON(http.StatusInternalServerError, gin.H{"code": 500, "message": "查询消息失败"})
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return
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}
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c.JSON(http.StatusOK, gin.H{"code": 0, "data": messages})
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}
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