From 82a80435788b7e0a93cdf1ab8e33faafc4a5e6a8 Mon Sep 17 00:00:00 2001
From: =?UTF-8?q?=E7=A7=A6=E6=98=9F=E6=98=9F?= <605893810@qq.com>
Date: Mon, 20 Jul 2026 15:31:52 +0800
Subject: [PATCH] =?UTF-8?q?feat:=20=E5=AE=A2=E6=9C=8D?=
MIME-Version: 1.0
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 8bit

---
 api/product.js                                |   50 +-
 main.js                                       |   17 +
 package.json                                  |    3 +-
 pages/mine/mine.vue                           |  460 ++--
 pages/mine_package/mine_order/mine_order.vue  |   11 +-
 .../other_package/productInfo/productInfo.vue |  191 +-
 pages/rwa_package/setting/kefu.vue            |  187 +-
 .../hashmall-customer-service.vue             | 2124 +++++++++++++++++
 .../kefu-context-card/kefu-context-card.vue   |  129 +
 .../kefu-message-item/kefu-message-item.vue   |  580 +++++
 ...I_CUSTOMER_SERVICE_PRODUCT_REQUIREMENTS.md |  517 ++++
 .../hashmall-customer-service/docs/DESIGN.md  |   82 +
 .../docs/INTEGRATION.md                       |   88 +
 .../hashmall-customer-service/docs/PRODUCT.md |   37 +
 .../docs/PRODUCT_REQUIREMENTS.md              |  506 ++++
 .../hashmall-customer-service/js_sdk/api.js   |  222 ++
 .../js_sdk/kefu-socket.js                     |  168 ++
 .../hashmall-customer-service/package.json    |   30 +
 .../hashmall-customer-service/readme.md       |   18 +
 .../static/image-placeholder.png              |  Bin 0 -> 3139 bytes
 .../static/service-avatar.png                 |  Bin 0 -> 3139 bytes
 .../static/tb-service-avatar.png              |  Bin 0 -> 43239 bytes
 utils/config.js                               |   11 +-
 23 files changed, 5071 insertions(+), 360 deletions(-)
 create mode 100644 uni_modules/hashmall-customer-service/components/hashmall-customer-service/hashmall-customer-service.vue
 create mode 100644 uni_modules/hashmall-customer-service/components/kefu-context-card/kefu-context-card.vue
 create mode 100644 uni_modules/hashmall-customer-service/components/kefu-message-item/kefu-message-item.vue
 create mode 100644 uni_modules/hashmall-customer-service/docs/AI_CUSTOMER_SERVICE_PRODUCT_REQUIREMENTS.md
 create mode 100644 uni_modules/hashmall-customer-service/docs/DESIGN.md
 create mode 100644 uni_modules/hashmall-customer-service/docs/INTEGRATION.md
 create mode 100644 uni_modules/hashmall-customer-service/docs/PRODUCT.md
 create mode 100644 uni_modules/hashmall-customer-service/docs/PRODUCT_REQUIREMENTS.md
 create mode 100644 uni_modules/hashmall-customer-service/js_sdk/api.js
 create mode 100644 uni_modules/hashmall-customer-service/js_sdk/kefu-socket.js
 create mode 100644 uni_modules/hashmall-customer-service/package.json
 create mode 100644 uni_modules/hashmall-customer-service/readme.md
 create mode 100644 uni_modules/hashmall-customer-service/static/image-placeholder.png
 create mode 100644 uni_modules/hashmall-customer-service/static/service-avatar.png
 create mode 100644 uni_modules/hashmall-customer-service/static/tb-service-avatar.png

diff --git a/api/product.js b/api/product.js
index 7a3512b..fe2cfaa 100644
--- a/api/product.js
+++ b/api/product.js
@@ -1,5 +1,5 @@
 import request from '@/utils/request.js';
-import { getStorageFun, TOKEN_NAME } from '@/utils/auth.js';
+import {getStorageFun,TOKEN_NAME} from '@/utils/auth.js';
 
 /**
  * 搜索商品
@@ -7,9 +7,9 @@ import { getStorageFun, TOKEN_NAME } from '@/utils/auth.js';
  */
 export function searchList(params) {
 	return request({
-		url: "/goods/searchList",
-		method: "get",
-		data: params,
+	    url: "/goods/searchList",
+	    method: "get",
+	    data:params,
 	});
 }
 
@@ -20,10 +20,10 @@ export function searchList(params) {
  */
 export function getGoodsDetail(params) {
 	return request({
-		url: "/goods/getGoodsDetail",
-		method: "get",
-		data: params,
-	});
+	    url: "/goods/getGoodsDetail",
+	    method: "get",
+	    data:params,
+	  });
 }
 
 
@@ -33,22 +33,22 @@ export function getGoodsDetail(params) {
  */
 export function addGoods(params) {
 	return request({
-		url: "/cart/addGoods",
-		method: "post",
-		data: params,
-	});
+	    url: "/cart/addGoods",
+	    method: "post",
+	    data:params,
+	  });
 }
-/**
- * 查询规格
- * @param {Object} params
- */
+ /**
+  * 查询规格
+  * @param {Object} params
+  */
 export function getGoodsSpecs(params) {
 	return request({
-		url: "/goods/getGoodsSpecs",
-		method: "get",
-		data: params,
-	});
-}
+	    url: "/goods/getGoodsSpecs",
+ 	    method: "get",
+ 	    data:params,
+	  });
+ }
 //  查询商品评价
 export function getGoodsReviewsList(params) {
 	return request({
@@ -119,6 +119,14 @@ export function getSeckillGoodsList(params) {
 	});
 }
 
+export function getGoodsSpecsInfo(params) {
+	return request({
+		url: "/goods/getGoodsSpecsInfo",
+		method: "get",
+		data: params,
+	});
+}
+
 // 商品标签
 export function getGoodsTags(params) {
 	return request({
diff --git a/main.js b/main.js
index e6b4156..ec1e5e4 100644
--- a/main.js
+++ b/main.js
@@ -38,6 +38,23 @@ import { createI18n } from 'vue-i18n'
 const i18n = createI18n(i18nConfig)
 export function createApp() {
   const app = createSSRApp(App)
+  // #ifdef H5
+  app.component('AsyncError', {
+    props: ['error'],
+    mounted() {
+      console.error('[AsyncPageError]', this.error)
+    },
+    render() {
+      const detail = import.meta.env.DEV && this.error
+        ? `：${this.error.message || String(this.error)}`
+        : ''
+      return h('div', {
+        class: 'uni-async-error',
+        onClick: () => window.location.reload()
+      }, `页面加载失败${detail}，点击屏幕重试`)
+    }
+  })
+  // #endif
   // #ifndef MP-WEIXIN
 	app.use(VueClipboard);
   // #endif
diff --git a/package.json b/package.json
index d01314e..ec4feed 100644
--- a/package.json
+++ b/package.json
@@ -79,6 +79,7 @@
     "echarts": "^5.1.2",
     "qs-canvas": "^1.0.11",
     "tabber-component": "^1.1.1",
-    "vue-clipboard2": "^0.3.3"
+    "vue-clipboard2": "^0.3.3",
+    "vue-i18n": "^9.14.1"
   }
 }
diff --git a/pages/mine/mine.vue b/pages/mine/mine.vue
index 2257b7d..447f3e8 100644
--- a/pages/mine/mine.vue
+++ b/pages/mine/mine.vue
@@ -5,37 +5,25 @@
                 <view class="mine_data">
                     <up-image
                         :src="currentUserData.avatarUrl ? currentUserData.avatarUrl : 'https://static.tbmall.xin/static/mine/avatar.png'"
-                        shape="circle"
-                        width="54"
-                        height="54"
-                        bgColor="#f1f6ff00"
-                    ></up-image>
+                        shape="circle" width="54" height="54" bgColor="#f1f6ff00"></up-image>
                     <view class="mine_info">
                         <view class="mine_info_name">
                             <text style="margin-right: 20rpx">{{ currentUserData.nickname || '信任桥用户' }}</text>
 
                             <view class="level level-grade" @click="jumpToTrustBridge" v-if="currentUserData.agentName">
-                                <up-image
-                                    src="https://static.tbmall.xin/static/mine/rz.png"
-                                    style="margin-right: 8rpx; margin-top: 6rpx"
-                                    shape="circle"
-                                    width="13"
-                                    height="13"
-                                    bgColor="#f1f6ff00"
-                                ></up-image>
+                                <up-image src="https://static.tbmall.xin/static/mine/rz.png"
+                                    style="margin-right: 8rpx; margin-top: 6rpx" shape="circle" width="13" height="13"
+                                    bgColor="#f1f6ff00"></up-image>
                                 <view>{{ currentUserData.agentName }}</view>
                             </view>
 
-                            <view :class="['level', currentUserData.grade ? 'level-name' : 'level-grade']" v-if="!currentUserData.agentName && currentUserData.gradeName">
+                            <view :class="['level', currentUserData.grade ? 'level-name' : 'level-grade']"
+                                v-if="!currentUserData.agentName && currentUserData.gradeName">
                                 <view style="display: flex; align-items: center">
                                     <up-image
                                         :src="currentUserData.grade ? '/static/common/level.png' : 'https://static.tbmall.xin/static/mine/rz.png'"
-                                        style="margin-right: 8rpx; margin-top: 6rpx"
-                                        shape="circle"
-                                        width="14"
-                                        height="14"
-                                        bgColor="#f1f6ff00"
-                                    ></up-image>
+                                        style="margin-right: 8rpx; margin-top: 6rpx" shape="circle" width="14"
+                                        height="14" bgColor="#f1f6ff00"></up-image>
                                     <view>{{ currentUserData.gradeName }}</view>
                                 </view>
                             </view>
@@ -58,17 +46,20 @@
                         </view>
                         <view class="mine_info_id">
                             <text style="margin-right: 20rpx">邀请码:{{ currentUserData.inviteCode }}</text>
-                            <up-image src="/static/common/copy.png" width="14" height="14" bgColor="#f1f6ff00" @click="copyData(currentUserData.inviteCode)"></up-image>
+                            <up-image src="/static/common/copy.png" width="14" height="14" bgColor="#f1f6ff00"
+                                @click="copyData(currentUserData.inviteCode)"></up-image>
                         </view>
                     </view>
                 </view>
                 <view @click="jumpSetting">
-                    <up-image src="https://static.tbmall.xin/static/mine/icon_arrow_black_off.png" width="22" height="22" bgColor="#f1f6ff00"></up-image>
+                    <up-image src="https://static.tbmall.xin/static/mine/icon_arrow_black_off.png" width="22"
+                        height="22" bgColor="#f1f6ff00"></up-image>
                 </view>
             </view>
             <view class="mine_no_login_data" v-else>
                 <view class="mine_data">
-                    <up-image src="https://static.tbmall.xin/static/avater_not.png" shape="circle" width="80" height="80" bgColor="#f1f6ff00"></up-image>
+                    <up-image src="https://static.tbmall.xin/static/avater_not.png" shape="circle" width="80"
+                        height="80" bgColor="#f1f6ff00"></up-image>
                     <view class="mine_info_not_login">未登录</view>
                 </view>
                 <view @click="jumpLogin" class="login_warp">
@@ -84,20 +75,24 @@
                     <view>我的订单</view>
                     <view class="mine_order_title_all" @click="jumpOrder({})">
                         <view style="margin-right: 10rpx; font-size: 28rpx; font-weight: normal">全部</view>
-                        <up-image style="margin-top: 10rpx" src="/static/common/right.png" width="15" height="15" bgColor="#f1f6ff00"></up-image>
+                        <up-image style="margin-top: 10rpx" src="/static/common/right.png" width="15" height="15"
+                            bgColor="#f1f6ff00"></up-image>
                     </view>
                 </view>
                 <view class="mine_order_list">
-                    <view class="mine_fontsize_comm_warp order_list_item" v-for="item in orderTemplList" :key="item.id" @click="jumpOrder(item)">
+                    <view class="mine_fontsize_comm_warp order_list_item" v-for="item in orderTemplList" :key="item.id"
+                        @click="jumpOrder(item)">
                         <up-image :src="item.url" width="28" height="28" bgColor="#f1f6ff00"></up-image>
                         <view>{{ item.title }}</view>
-                        <up-badge :absolute="true" :offset="[0, 8]" max="99" :value="statisticsObj[item.note]"></up-badge>
+                        <up-badge :absolute="true" :offset="[0, 8]" max="99"
+                            :value="statisticsObj[item.note]"></up-badge>
                     </view>
                 </view>
             </view>
             <!-- 应用 -->
             <view class="mine_content_comm_warp mine_top_comm_warp apply_list">
-                <view class="apply_item mine_fontsize_comm_warp" v-for="item in applyList" :key="item.id" @click="jumpTool(item)">
+                <view class="apply_item mine_fontsize_comm_warp" v-for="item in applyList" :key="item.id"
+                    @click="jumpTool(item)">
                     <up-image :src="item.url" width="36" height="36" bgColor="#f1f6ff00"></up-image>
                     <view>{{ item.title }}</view>
                 </view>
@@ -168,7 +163,11 @@
                 <view class="mine_tool_title">服务工具</view>
                 <view class="tool_list">
                     <view class="tool_item" v-for="item in toolList" :key="item.id" @click="jumpTool(item)">
-                        <up-image :src="item.url" width="28" height="28" bgColor="#f1f6ff00"></up-image>
+                        <view class="tool-icon-wrap">
+                            <up-image :src="item.url" width="28" height="28" bgColor="#f1f6ff00"></up-image>
+                            <view v-if="item.id === 7 && kefuUnreadCount > 0" class="kefu-unread-dot"
+                                aria-label="有新的客服消息"></view>
+                        </view>
                         <text class="mine_fontsize_comm_warp">{{ item.title }}</text>
                     </view>
                 </view>
@@ -236,6 +235,7 @@ import CustomTabBar from '@/components/custom-tab-bar.vue';
 import { getStatistics } from '@/api/order.js';
 import { getUserInfo } from '@/api/auth.js';
 import { CUSTOMER_SERVICE_PHONE_NUMBER } from '@/utils/config.js';
+import { getUnreadCount as getKefuUnreadCount } from "@/uni_modules/hashmall-customer-service/js_sdk/api.js";
 
 export default {
     computed: {
@@ -411,7 +411,9 @@ export default {
             }, // 角标统计
             serviceShow: false, // 我的客服弹框
             openShow: false, // 暂未开放
-            platformType: true
+            platformType: true,
+            kefuUnreadCount: 0,
+            kefuUnreadTimer: null,
         };
     },
     onShow() {
@@ -426,16 +428,45 @@ export default {
         this.getStatistics();
 
         this.getUserInfo();
+        this.startKefuUnreadPolling();
     },
-    mounted() {},
+    onHide() {
+        this.stopKefuUnreadPolling();
+    },
+    onUnload() {
+        this.stopKefuUnreadPolling();
+    },
+    mounted() { },
     methods: {
         copyData,
+        async refreshKefuUnreadCount() {
+            const userId = this.currentUserData && this.currentUserData.id;
+            if (!userId) {
+                this.kefuUnreadCount = 0;
+                return;
+            }
+            try {
+                this.kefuUnreadCount = await getKefuUnreadCount(userId);
+            } catch (error) {
+                this.kefuUnreadCount = 0;
+            }
+        },
+        startKefuUnreadPolling() {
+            this.stopKefuUnreadPolling();
+            this.refreshKefuUnreadCount();
+            this.kefuUnreadTimer = setInterval(() => this.refreshKefuUnreadCount(), 15000);
+        },
+        stopKefuUnreadPolling() {
+            if (this.kefuUnreadTimer) clearInterval(this.kefuUnreadTimer);
+            this.kefuUnreadTimer = null;
+        },
         // 查询用户等级
         async getUserInfo() {
             const result = await getUserInfo();
             if (result && result.bizcode === 100) {
                 const data = result.data;
                 this.currentUserData = result.data || {};
+                this.refreshKefuUnreadCount();
                 if (!this.currentUserData?.isNewUser) {
                     this.applyList = this.applyList.filter((item) => item.id !== 5);
                 }
@@ -464,7 +495,7 @@ export default {
             // 客服
             if (item.id === 7) {
                 uni.navigateTo({
-                    url: '/pages/rwa_package/setting/kefu?type=5257'
+                    url: "/pages/rwa_package/setting/kefu",
                 });
             } else if (item.id === 9) {
                 // 实名认证
@@ -557,274 +588,299 @@ export default {
 
 <style lang="scss">
 .mine_warp {
-    height: calc(100vh - env(safe-area-inset-bottom));
-    overflow: auto;
-    position: relative;
-    background-color: $app-bj;
+  height: calc(100vh - env(safe-area-inset-bottom));
+  overflow: auto;
+  position: relative;
+  background-color: $app-bj;
 
-    &.iosplatformType {
-        height: 100vh;
+  &.iosplatformType {
+    height: 100vh;
 
-        .mine_content_warp {
-            padding-bottom: 100rpx !important;
-        }
+    .mine_content_warp {
+      padding-bottom: 100rpx !important;
     }
+  }
 }
 
 .mine_header {
-    // height: 300rpx;
-    background: linear-gradient(180deg, #f2ebff 0%, rgba(245, 245, 247, 0) 100%, #ffffff 100%);
-    /* 将图片居中显示 */
-    padding: 90rpx 20rpx 0;
+  // height: 300rpx;
+  background: linear-gradient(180deg,
+      #f2ebff 0%,
+      rgba(245, 245, 247, 0) 100%,
+      #ffffff 100%);
+  /* 将图片居中显示 */
+  padding: 90rpx 20rpx 0;
 
-    .mine_login_data {
-        display: flex;
-        justify-content: space-between;
-        align-items: center;
-    }
-}
-
-.mine_content_warp {
-    margin-top: 20rpx;
-    margin-left: 30rpx;
-    width: 690rpx;
-    padding-bottom: calc(100rpx + env(safe-area-inset-bottom));
-}
-
-.mine_no_login_data {
+  .mine_login_data {
     display: flex;
     justify-content: space-between;
     align-items: center;
+  }
+}
 
-    .login_warp {
-        display: flex;
-        align-items: center;
-        font-weight: 500;
-        font-size: 26rpx;
-        color: #111111;
-    }
+.mine_content_warp {
+  margin-top: 20rpx;
+  margin-left: 30rpx;
+  width: 690rpx;
+  padding-bottom: calc(100rpx + env(safe-area-inset-bottom));
+}
+
+.mine_no_login_data {
+  display: flex;
+  justify-content: space-between;
+  align-items: center;
+
+  .login_warp {
+    display: flex;
+    align-items: center;
+    font-weight: 500;
+    font-size: 26rpx;
+    color: #111111;
+  }
 }
 
 .mine_data {
-    display: flex;
-    align-items: center;
+  display: flex;
+  align-items: center;
 }
 
 .mine_info_not_login {
-    font-weight: bold;
-    font-size: 40rpx;
-    color: #111111;
+  font-weight: bold;
+  font-size: 40rpx;
+  color: #111111;
 }
 
 .mine_info {
-    margin-left: 20rpx;
+  margin-left: 20rpx;
 }
 
 .mine_info_name {
-    font-weight: bold;
-    font-size: 40rpx;
-    color: #111111;
+  font-weight: bold;
+  font-size: 40rpx;
+  color: #111111;
+  display: flex;
+  justify-content: start;
+  align-items: center;
+
+  .grade_warp {
+    position: relative;
+  }
+
+  .level {
+    border-radius: 8rpx;
     display: flex;
-    justify-content: start;
+    justify-content: center;
     align-items: center;
+    padding: 0rpx 16rpx;
+    font-size: 24rpx;
+    height: 44rpx;
 
-    .grade_warp {
-        position: relative;
+    &.level-name {
+      background: rgba(248, 185, 75, 0.15);
+      color: #613700;
+      margin-left: 10rpx;
     }
 
-    .level {
-        border-radius: 8rpx;
-        display: flex;
-        justify-content: center;
-        align-items: center;
-        padding: 0rpx 16rpx;
-        font-size: 24rpx;
-        height: 44rpx;
-
-        &.level-name {
-            background: rgba(248, 185, 75, 0.15);
-            color: #613700;
-            margin-left: 10rpx;
-        }
-
-        &.level-grade {
-            background: rgba(122, 53, 246, 0.1);
-            color: #7a35f6;
-        }
+    &.level-grade {
+      background: rgba(122, 53, 246, 0.1);
+      color: #7a35f6;
     }
+  }
 
-    .grade_key_warp {
-        position: absolute;
-        top: 0rpx;
-        left: 30%;
-        font-size: 24rpx;
-        color: #ffffff;
-        width: 100rpx;
-        height: 44rpx;
-        line-height: 50rpx;
-        text-align: center;
-    }
+  .grade_key_warp {
+    position: absolute;
+    top: 0rpx;
+    left: 30%;
+    font-size: 24rpx;
+    color: #ffffff;
+    width: 100rpx;
+    height: 44rpx;
+    line-height: 50rpx;
+    text-align: center;
+  }
 
-    .grade_key_warp1 {
-        font-size: 24rpx;
-        line-height: 48rpx;
-    }
+  .grade_key_warp1 {
+    font-size: 24rpx;
+    line-height: 48rpx;
+  }
 
-    .grade_key_warp3 {
-        font-size: 20rpx;
-    }
+  .grade_key_warp3 {
+    font-size: 20rpx;
+  }
 }
 
 .mine_info_id {
-    font-weight: 500;
-    font-size: 24rpx;
-    color: #666666;
-    display: flex;
-    margin-top: 10rpx;
+  font-weight: 500;
+  font-size: 24rpx;
+  color: #666666;
+  display: flex;
+  margin-top: 10rpx;
 }
 
 /* 内容公共 start */
 .mine_content_comm_warp {
-    background: #ffffff;
-    box-shadow: 0rpx 0rpx 10rpx 0rpx #eeeeee;
-    border-radius: 30rpx;
-    padding: 30rpx;
+  background: #ffffff;
+  box-shadow: 0rpx 0rpx 10rpx 0rpx #eeeeee;
+  border-radius: 30rpx;
+  padding: 30rpx;
 }
 
 .mine_fontsize_comm_warp {
-    font-weight: 500;
-    font-size: 24rpx;
-    color: #222222;
+  font-weight: 500;
+  font-size: 24rpx;
+  color: #222222;
 }
 
 .mine_top_comm_warp {
-    margin-top: 30rpx;
+  margin-top: 30rpx;
 
-    .settled_list {
-        width: 100%;
-        box-sizing: border-box;
+  .settled_list {
+    width: 100%;
+    box-sizing: border-box;
 
-        .enter_item {
-            width: 100%;
-            margin-top: 10rpx;
-            padding: 12rpx 0;
-            box-sizing: border-box;
+    .enter_item {
+      width: 100%;
+      margin-top: 10rpx;
+      padding: 12rpx 0;
+      box-sizing: border-box;
 
-            .enter_item_cell {
-                display: flex;
+      .enter_item_cell {
+        display: flex;
 
-                .u-transition {
-                    margin-top: 5rpx;
-                }
-
-                .enter_item_text {
-                    margin-left: 10rpx;
-
-                    .enter_remark {
-                        font-size: 24rpx;
-                        color: #999999;
-                        margin-top: 10rpx;
-                    }
-                }
-            }
+        .u-transition {
+          margin-top: 5rpx;
         }
+
+        .enter_item_text {
+          margin-left: 10rpx;
+
+          .enter_remark {
+            font-size: 24rpx;
+            color: #999999;
+            margin-top: 10rpx;
+          }
+        }
+      }
     }
+  }
 }
 
 /* 内容公共 end */
 
 .mine_order_title {
-    display: flex;
-    align-items: center;
-    justify-content: space-between;
-    font-weight: bold;
-    font-size: 32rpx;
-    color: #333333;
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  font-weight: bold;
+  font-size: 32rpx;
+  color: #333333;
 }
 
 .mine_order_title_all {
-    display: flex;
-    align-items: center;
-    justify-content: center;
-    font-size: 20rpx;
-    color: #bbbbbb;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  font-size: 20rpx;
+  color: #bbbbbb;
 }
 
 .mine_order_list {
-    display: flex;
-    justify-content: space-between;
-    margin: 40rpx 0 10rpx 0;
+  display: flex;
+  justify-content: space-between;
+  margin: 40rpx 0 10rpx 0;
 }
 
 .order_list_item {
-    width: 25%;
-    text-align: center;
-    position: relative;
+  width: 25%;
+  text-align: center;
+  position: relative;
+
 }
 
 .apply_list {
-    display: flex;
-    justify-content: space-between;
+  display: flex;
+  justify-content: space-between;
 }
 
 .apply_item {
-    width: 20%;
-    text-align: center;
+  width: 20%;
+  text-align: center;
 }
 
 .enter_list {
-    display: flex;
-    justify-content: space-between;
+  display: flex;
+  justify-content: space-between;
 }
 
 .enter_item {
-    width: 40%;
-    background: #ffffff;
-    border-radius: 30rpx;
-    display: flex;
-    justify-content: space-between;
-    padding: 12rpx 30rpx;
-    align-items: center;
+  width: 40%;
+  background: #ffffff;
+  border-radius: 30rpx;
+  display: flex;
+  justify-content: space-between;
+  padding: 12rpx 30rpx;
+  align-items: center;
 }
 
 .enter_title {
-    font-weight: bold;
-    font-size: 26rpx;
-    color: #333333;
+  font-weight: bold;
+  font-size: 26rpx;
+  color: #333333;
 }
 
 .enter_apply {
-    font-weight: 400;
-    font-size: 24rpx;
-    color: #666666;
-    display: flex;
-    align-items: center;
-    margin-top: 10rpx;
+  font-weight: 400;
+  font-size: 24rpx;
+  color: #666666;
+  display: flex;
+  align-items: center;
+  margin-top: 10rpx;
 }
 
 .enter_apply_title {
-    margin-right: 10rpx;
+  margin-right: 10rpx;
 }
 
 .mine_tool_title {
-    font-weight: bold;
-    font-size: 30rpx;
-    color: #333333;
+  font-weight: bold;
+  font-size: 30rpx;
+  color: #333333;
 }
 
 .tool_list {
-    display: flex;
-    flex-wrap: wrap;
-    margin-top: 10rpx;
+  display: flex;
+  flex-wrap: wrap;
+  margin-top: 10rpx;
 }
 
 .tool_item {
-    width: 25%;
-    text-align: center;
-    margin-top: 20rpx;
+  width: 25%;
+  text-align: center;
+  margin-top: 20rpx;
+      display: flex;
+    flex-direction: column;
+    justify-content: center;
+    align-items: center;
+}
+
+.tool-icon-wrap {
+  position: relative;
+  display: inline-flex;
+}
+
+.kefu-unread-dot {
+  position: absolute;
+  top: -5rpx;
+  right: -7rpx;
+  width: 14rpx;
+  height: 14rpx;
+  border: 3rpx solid #ffffff;
+  border-radius: 50%;
+  background: #f04444;
+  box-sizing: content-box;
 }
 
 ::v-deep .u-modal__content {
-    padding: 40rpx !important;
+  padding: 40rpx !important;
 }
 </style>
\ No newline at end of file
diff --git a/pages/mine_package/mine_order/mine_order.vue b/pages/mine_package/mine_order/mine_order.vue
index b6e2132..1d9670c 100644
--- a/pages/mine_package/mine_order/mine_order.vue
+++ b/pages/mine_package/mine_order/mine_order.vue
@@ -134,7 +134,8 @@
                 @click="onAfterSaleDetail(item)">
                 售后详情
               </view>
-              <view class="operate_comm operate_but_1 operate_comm_evaluate" v-if="item.status ==4 && !item.isReview "  @click="evaluate(item)">评价</view>
+              <view class="operate_comm operate_but_1 operate_comm_evaluate" v-if="item.status == 4 && !item.isReview"
+                @click="evaluate(item)">评价</view>
               <!-- <view class="operate_comm operate_but_1" v-if="item.status === ORDER_TYPE.AFTER_SALE">查看售后</view> -->
               <view class="operate_comm operate_but_1 operate_comm_delete" v-if="
                 [
@@ -421,7 +422,7 @@ export default {
     },
     onKefu() {
       uni.navigateTo({
-        url: "/pages/rwa_package/setting/kefu?type=5261",
+        url: "/pages/rwa_package/setting/kefu?scene=order",
       });
     },
     // 售后
@@ -484,10 +485,10 @@ export default {
     },
     // 评价
     evaluate(item) {
-      console.log('订单id',item);
+      console.log('订单id', item);
       // return
       uni.navigateTo({
-        url:"/pages/order_package/evaluate/evaluate?id=" + item.id+"&title="+item.items[0].title+"&mainGraph="+item.items[0].mainGraph+"&goodsSpece="+item.items[0].goodsSpece+"&goodsId="+item.items[0].goodsId,
+        url: "/pages/order_package/evaluate/evaluate?id=" + item.id + "&title=" + item.items[0].title + "&mainGraph=" + item.items[0].mainGraph + "&goodsSpece=" + item.items[0].goodsSpece + "&goodsId=" + item.items[0].goodsId,
       });
     },
     async againDeleteOrder() {
@@ -1177,10 +1178,12 @@ export default {
   color: #f24a00;
   border: 1rpx solid #f24a00;
 }
+
 .operate_comm_evaluate {
   color: #333333;
   border: 1rpx solid #8b8b8b;
 }
+
 .sure_pay {
   ::v-deep(.u-modal__content__text) {
     text-align: center;
diff --git a/pages/other_package/productInfo/productInfo.vue b/pages/other_package/productInfo/productInfo.vue
index 21411e5..5aebc50 100644
--- a/pages/other_package/productInfo/productInfo.vue
+++ b/pages/other_package/productInfo/productInfo.vue
@@ -47,7 +47,8 @@
             }}</text>
             <text class="price_o">￥{{ orderInfo.adPrice }}</text>
           </view>
-          <view class="text-24" style="color: #ff5a5a; height: 38rpx; display: flex; align-items: center; gap: 5rpx" v-if="orderInfo?.goodsTagList">
+          <view class="text-24" style="color: #ff5a5a; height: 38rpx; display: flex; align-items: center; gap: 5rpx"
+            v-if="orderInfo?.goodsTagList">
             <image v-for="val in orderInfo.goodsTagList" :src="val.icon" mode="heightFix" style="height: 38rpx">
             </image>
           </view>
@@ -232,13 +233,13 @@
           <view v-for="(item, index) in specificationList" :key="item.id" class="list_warp">
             <view class="list_title_warp">{{ item.type }}</view>
             <view class="specification_item_warp">
-              <view :class="oItem.inventory === 0
+              <view :class="oItem.disabled || oItem.inventory === 0
                 ? 'item_Warp item_Warp_no_warp'
                 : item.selectVal === oItem.n
                   ? 'item_Warp item_Warp_yes_warp'
                   : 'item_Warp'
-                " v-for="(oItem, oIndex) in item.items" :key="oItem.n"
-                @click="clickSpecification(oIndex, item, oItem)">
+                " v-for="(oItem, oIndex) in item.items" :key="oItem.id || oItem.n"
+                @click="clickSpecification(index, item, oItem)">
                 {{ oItem.n }}
               </view>
             </view>
@@ -338,7 +339,7 @@
 </template>
 
 <script>
-import { getGoodsDetail, addGoods, getGoodsSpecs } from "@/api/product.js";
+import { getGoodsDetail, addGoods, getGoodsSpecs, getGoodsSpecsInfo } from "@/api/product.js";
 import { getValue, PRODUCT_DELIVERY_TIME, ACTIVITY_TYPE } from "@/utils/enumUtils.js";
 import { copyData } from "@/utils/index.js";
 import Evaluation from "@/pages/other_package/productInfo/evaluation.vue";
@@ -395,6 +396,8 @@ export default {
       selectSpecification: [], // 选择的规格
       specificationTempl: [], // 规格模版数据
       selectSpecificationTempl: {}, // 选择规格模版数据
+      selectedSpecValueIds: [],
+      skuBySpecKey: {},
       serviceShow: false, // 联系客服弹框
       openShow: false,
       source: null, // 来源：供应链，自营
@@ -518,8 +521,17 @@ export default {
       if (this.isShareUrl) {
         return;
       }
+      uni.setStorageSync("kefu-pending-context", {
+        type: "product",
+        data: {
+          goodsId: this.id,
+          goodsName: this.orderInfo.name,
+          goodsMainGraph: this.orderInfo.mainGraph,
+          currentPrice: this.orderInfo.adPrice,
+        },
+      });
       uni.navigateTo({
-        url: "/pages/rwa_package/setting/kefu?type=5260",
+        url: `/pages/rwa_package/setting/kefu?scene=product&goodsId=${this.id}`,
       });
     },
     getValue,
@@ -858,7 +870,6 @@ export default {
       const resp = await getGoodsDetail(params);
       if (resp && resp.bizcode === 100) {
         const data = resp.data;
-
         // 限时秒杀 和 积分兑换 不需要购物车
         this.isShowCart = this.activedType === 'seckill' || data.type == 3 ? 1 : 0;
         // 商品图
@@ -939,9 +950,11 @@ export default {
       }
       // 需要查询一下最新的规格
       if (val) {
-        await this.querySpecification();
-        const data = this.orderInfo;
-        this.getSpecification(data.specs);
+        const hasStructuredSpecs = await this.querySpecification();
+        if (!hasStructuredSpecs) {
+          uni.showToast({ title: "SKU规格加载失败，请稍后重试", icon: "none" });
+          return;
+        }
       } else {
         this.specificationList = []; //规格
         this.selectSpecification = []; // 选择的规格
@@ -950,66 +963,138 @@ export default {
       this.specificationShow = val;
       this.specificationShowType = type;
     },
-    // 拆解规格
-    getSpecification(specs) {
-      const optionArr = [];
-      if (specs) {
-        const arr = JSON.parse(specs);
-        arr.map((item) => {
-          optionArr.push({
-            type: item.type,
-            items: item.items,
-            selectVal: null,
-          });
-        });
-      }
-      this.specificationList = optionArr;
-    },
     // 获取规格模版数据
     async querySpecification() {
-      const params = {
-        id: this.id,
-      };
-      if (this.isCoupon) {
-        params.type = -1;
+      let infoResp = null;
+      try {
+        infoResp = await getGoodsSpecsInfo({ id: this.id });
+      } catch (e) {
+        return false;
       }
-      if (this.activedType == "seckill") {
-        params["activityType"] = this.activedType; // 活动类型
-        params["activityId"] = this.activityId;// 秒杀活动ID
+      if (!infoResp || infoResp.bizcode !== 100 || !infoResp.data) {
+        return false;
       }
-      const resp = await getGoodsSpecs(params);
-      if (resp && resp.bizcode === 100) {
-        const data = resp.data;
-        let stock = 0;
-        data.map((item) => {
-          stock = stock + item.stock;
+      const groups = infoResp.data.specGroups || [];
+      const skus = infoResp.data.skus || [];
+      if (!groups.length || !skus.length) {
+        return false;
+      }
+
+      const skuBySpecKey = {};
+      skus.forEach((sku) => {
+        const valueIds = this.getSkuValueIds(sku, groups);
+        if (valueIds.length !== groups.length) {
+          return;
+        }
+        const normalizedSku = Object.assign({}, sku, {
+          id: sku.id,
+          valueIds,
+          minBuyNum: sku.minBuyNum || 1,
+          combTypes: this.formatSkuSelection(groups, valueIds),
         });
-        this.specificationTempl = data;
-        this.orderInfo.inventory = stock; // 库存
+        skuBySpecKey[valueIds.join("_")] = normalizedSku;
+      });
+      if (!Object.keys(skuBySpecKey).length) {
+        return false;
       }
+
+      this.skuBySpecKey = skuBySpecKey;
+      this.specificationTempl = Object.keys(skuBySpecKey).map((key) => skuBySpecKey[key]);
+      this.orderInfo.inventory = this.specificationTempl.reduce(
+        (total, sku) => total + Number(sku.stock || 0),
+        0
+      );
+      this.selectedSpecValueIds = groups.map(() => null);
+      this.selectSpecification = groups.map(() => null);
+      this.selectSpecificationTempl = {};
+      this.specificationList = groups.map((group) => ({
+        id: group.id,
+        type: group.name,
+        selectVal: null,
+        items: (group.values || []).map((value) => ({
+          id: value.id,
+          groupId: group.id,
+          n: value.name,
+          image: value.image,
+          disabled: false,
+        })),
+      }));
+      this.refreshSpecOptionState();
+      return true;
+    },
+
+    getSkuValueIds(sku, groups) {
+      if (sku.specValueIds) {
+        try {
+          const ids = JSON.parse(sku.specValueIds);
+          if (Array.isArray(ids)) {
+            return ids.map((id) => Number(id));
+          }
+        } catch (e) { }
+      }
+      let path = {};
+      try {
+        path = JSON.parse(sku.specValuePath || "{}") || {};
+      } catch (e) { }
+      const legacyValues = String(path.legacyName || "")
+        .split(/\s*(?:\/|♧)\s*/)
+        .filter(Boolean);
+      return groups.map((group, index) => {
+        const selectedName = path[group.name] || legacyValues[index];
+        const value = (group.values || []).find((item) => item.name === selectedName);
+        return value ? Number(value.id) : null;
+      }).filter((id) => id !== null);
+    },
+
+    formatSkuSelection(groups, valueIds) {
+      return groups.map((group, index) => {
+        const value = (group.values || []).find((item) => Number(item.id) === Number(valueIds[index]));
+        return value ? `${group.name}:${value.name}` : "";
+      }).filter(Boolean).join(";");
+    },
+
+    refreshSpecOptionState() {
+      this.specificationList.forEach((group, groupIndex) => {
+        group.items.forEach((value) => {
+          const candidate = this.selectedSpecValueIds.slice();
+          candidate[groupIndex] = Number(value.id);
+          value.disabled = !Object.keys(this.skuBySpecKey).some((key) => {
+            const sku = this.skuBySpecKey[key];
+            const skuIds = sku.valueIds || [];
+            return candidate.every((selectedId, index) =>
+              selectedId == null || Number(skuIds[index]) === Number(selectedId)
+            ) && Number(sku.stock || 0) > 0;
+          });
+        });
+      });
     },
     //改变规格的样式
-    clickSpecification(pIndex, item, oItem) {
+    clickSpecification(groupIndex, item, oItem) {
       console.log(
         "改变规格的样式",
-        pIndex,
+        groupIndex,
         item,
         oItem,
         this.specificationTempl,
         this.specificationList
       );
 
-      const currentSelectSpecification = this.specificationTempl[pIndex];
+      if (oItem.disabled) {
+        return;
+      }
+      this.selectedSpecValueIds.splice(groupIndex, 1, Number(oItem.id));
+      this.selectSpecification.splice(groupIndex, 1, oItem.n);
+      this.specificationList[groupIndex].selectVal = oItem.n;
+      this.refreshSpecOptionState();
 
-      console.log("当前规格", currentSelectSpecification);
-      this.orderInfo.quantity = currentSelectSpecification?.minBuyNum || 1;
-
-      this.specificationList[0].selectVal = oItem.n;
-
-      this.selectSpecificationTempl = currentSelectSpecification;
-      this.orderInfo.inventory = currentSelectSpecification.stock; // 库存
-      // 计算规格的价格
-      // this.selectSpecificationFun(pIndex, oItem);
+      if (this.selectedSpecValueIds.every((id) => id != null)) {
+        const currentSelectSpecification = this.skuBySpecKey[this.selectedSpecValueIds.join("_")] || {};
+        this.selectSpecificationTempl = currentSelectSpecification;
+        this.orderInfo.quantity = currentSelectSpecification.minBuyNum || 1;
+        this.orderInfo.inventory = currentSelectSpecification.stock || 0;
+      } else {
+        this.selectSpecificationTempl = {};
+      }
     },
     // 选择规格
     selectSpecificationFun(index, item) {
diff --git a/pages/rwa_package/setting/kefu.vue b/pages/rwa_package/setting/kefu.vue
index b8afcc5..63edbfc 100644
--- a/pages/rwa_package/setting/kefu.vue
+++ b/pages/rwa_package/setting/kefu.vue
@@ -1,87 +1,126 @@
 <template>
-	<view class="content">
-		<TopSafe></TopSafe>
-		<view class="setting-view" v-if="h5Url">
-			<iframe :src="h5Url" frameborder="no" border="0" class="web-view">
-				
-			</iframe>
-		</view>
-		<!-- 腾讯电子签H5 → 集成到UniApp -->
-	</view>
+  <view class="customer-service-page">
+    <TopSafe />
+    <view class="customer-service-nav">
+      <button class="nav-back" aria-label="返回" @click="goBack">
+        <u-icon name="arrow-left" size="25" color="#2f3037" />
+      </button>
+      <text class="nav-title">全媒体智能客服</text>
+      <view class="nav-placeholder" />
+    </view>
+    <button class="history-entry" @click="showHistory">点击查询聊天记录</button>
+    <view class="customer-service-body">
+      <hashmall-customer-service v-if="optionsReady" ref="customerService" :entry-options="entryOptions" />
+    </view>
+  </view>
 </template>
 
 <script>
-import { getUserInfo,uploadAvatar } from '@/api/auth.js';
-import { uploadImage, uploadImg } from '@/api/common.js';
-import { IMG_TYPE } from '@/utils/enumUtils.js';
-import { BASE_URL, Authorization } from '@/utils/config.js';
-import { getStorageFun, TOKEN_NAME,clear } from '@/utils/auth.js';
-import Header from '@/components/common/header.vue';
 import TopSafe from '@/components/common/top-safe.nvue'
-import MyBtn from '@/components/common/my-btn.vue'
-import func from '@/utils/func.js';
+import HashmallCustomerService from '@/uni_modules/hashmall-customer-service/components/hashmall-customer-service/hashmall-customer-service.vue'
 
 export default {
-	components: { Header, TopSafe,MyBtn },
-	data() {
-		return {
-			h5Url:'',
-			
-		};
-	},
-	onShow() {
-	},
-	onLoad(option) {
-		if(option.type ){
-			this.init(option.type);
-		}
-	},
-	methods: {
-		init(type) {
-			this.getUserInfo(type)
-		},
-		async getUserInfo(type) {
-			const result = await getUserInfo();
-			if (result && result.bizcode === 100) {
-				const data = result.data;
-				this.currentUserData = result.data || {};
-				
-				let url = `https://www.aigcyun.cn/uniChat/#/?skillGroupId=${type}&enterpriseId=1435&extraData=`;
-				let addHyExtraData = {
-					customerId:data.id,
-					customerName:data.nickname,
-				};
-				this.h5Url = url + encodeURIComponent(JSON.stringify(addHyExtraData))
-			}
-		},
-		
-	}
+  components: {
+    TopSafe,
+    HashmallCustomerService
+  },
+  data() {
+    return {
+      entryOptions: {},
+      optionsReady: false
+    }
+  },
+  onLoad(options) {
+    this.entryOptions = options || {}
+    this.optionsReady = true
+  },
+  onShow() {
+    this.$nextTick(() => {
+      if (this.$refs.customerService) this.$refs.customerService.resume()
+    })
+  },
+  onHide() {
+    if (this.$refs.customerService) this.$refs.customerService.suspend()
+  },
+  onUnload() {
+    if (this.$refs.customerService) this.$refs.customerService.suspend()
+  },
+  methods: {
+    goBack() {
+      uni.navigateBack()
+    },
+    showHistory() {
+      if (this.$refs.customerService) this.$refs.customerService.showHistory()
+    }
+  }
 }
 </script>
 
-<style lang="scss" scoped>
-.web-view{
-	
-	height:100%;
-	width:100%;
-	position: relative;
-}
-.setting-view {
-	width: 100%;
-	height: calc(100% - var(--status-bar-height));
-	display: flex;
-	flex-direction: column;
-	align-items: center;
-	overflow-y: auto;
-	box-sizing: border-box;
-	position: relative;
-	
+<style scoped lang="scss">
+.customer-service-page {
+  display: flex;
+  width: 100%;
+  height: 100vh;
+  height: 100dvh;
+  box-sizing: border-box;
+  flex-direction: column;
+  overflow: hidden;
+  background: #f4f5fa;
 }
 
-</style>
-<style>
-	.chatModel{
-		height:calc(100% - var(--status-bar-height));
-		margin-top:var(--status-bar-height);
-	}
+.customer-service-nav {
+  display: flex;
+  height: 92rpx;
+  align-items: center;
+  justify-content: space-between;
+  padding: 0 28rpx;
+  background: #f4f5fa;
+}
+
+.nav-back,
+.nav-placeholder {
+  width: 72rpx;
+  height: 72rpx;
+  flex: 0 0 72rpx;
+}
+
+.nav-back {
+  display: flex;
+  align-items: center;
+  justify-content: flex-start;
+  margin: 0;
+  padding: 0;
+  background: transparent;
+}
+
+.nav-title {
+  color: #101116;
+  font-size: 38rpx;
+  font-weight: 500;
+  line-height: 1.2;
+}
+
+.history-entry {
+  width: 100%;
+  height: 72rpx;
+  margin: 0;
+  padding: 0;
+  background: transparent;
+  color: #a2a3aa;
+  font-size: 27rpx;
+  font-weight: 400;
+  line-height: 72rpx;
+}
+
+.nav-back::after,
+.history-entry::after {
+  border: 0;
+}
+
+.customer-service-body {
+  width: 100%;
+  min-height: 0;
+  flex: 1;
+  overflow: hidden;
+}
 </style>
diff --git a/uni_modules/hashmall-customer-service/components/hashmall-customer-service/hashmall-customer-service.vue b/uni_modules/hashmall-customer-service/components/hashmall-customer-service/hashmall-customer-service.vue
new file mode 100644
index 0000000..24903ef
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/components/hashmall-customer-service/hashmall-customer-service.vue
@@ -0,0 +1,2124 @@
+<template>
+  <view class="chat-page">
+    <view v-if="statusBanner" class="connection-banner" :class="`connection-banner--${socketStatus}`">
+      <view class="status-dot" />
+      <text>{{ statusBanner }}</text>
+    </view>
+    <view v-if="member" class="service-route-banner" :class="`service-route-banner--${serviceMode.toLowerCase()}`">
+      <view class="service-route-banner__copy">
+        <text class="service-route-banner__title">{{ serviceModeLabel }}</text>
+        <text v-if="aiTyping" class="service-route-banner__typing">正在输入…</text>
+      </view>
+      <button v-if="serviceMode === 'AI_ACTIVE'" class="service-route-banner__action" @click="requestHumanService">转人工</button>
+    </view>
+
+    <scroll-view
+      class="message-scroll"
+      scroll-y
+      :scroll-top="scrollCommandTop"
+      :scroll-into-view="scrollTarget"
+      :scroll-with-animation="shouldAnimateScroll"
+      :upper-threshold="80"
+      @scrolltoupper="loadEarlierMessages"
+      @scroll="handleScroll"
+    >
+      <view class="message-list">
+        <view v-if="loadingInitial" class="message-skeleton" aria-label="正在加载消息">
+          <view v-for="index in 5" :key="index" class="skeleton-row" :class="{ 'skeleton-row--self': index % 2 === 0 }">
+            <view class="skeleton-bubble" />
+          </view>
+        </view>
+
+        <template v-else>
+          <button v-if="hasEarlier" class="history-button" :disabled="loadingEarlier" @click="loadEarlierMessages">
+            {{ loadingEarlier ? '正在加载' : '查看更早消息' }}
+          </button>
+
+          <customer-service-message-item
+            v-if="!displayMessages.length && member"
+            id="message-welcome"
+            :message="welcomeMessage"
+            :show-time="true"
+            service-avatar="/uni_modules/hashmall-customer-service/static/tb-service-avatar.png"
+            :member-avatar="memberAvatar"
+            :member-name="memberName"
+          />
+
+          <view v-if="!displayMessages.length && !member" class="empty-state empty-state--login">
+            <image class="empty-avatar" src="/uni_modules/hashmall-customer-service/static/tb-service-avatar.png" mode="aspectFit" />
+            <text class="empty-title">登录后联系在线客服</text>
+            <text class="empty-copy">登录后可继续历史咨询，并发送相关商品或订单信息。</text>
+            <button class="login-button" @click="goToLogin">登录商城账号</button>
+          </view>
+
+          <view v-if="virtualTopSpacerHeight" class="virtual-list-spacer" :style="{ height: `${virtualTopSpacerHeight}px` }" />
+          <view
+            v-for="(message, visibleIndex) in virtualMessages"
+            :id="messageDomId(message)"
+            :key="messageKey(message)"
+            class="virtual-message-row"
+            :data-message-index="virtualStart + visibleIndex"
+          >
+            <customer-service-message-item
+              :message="message"
+              :show-time="shouldShowTime(message, virtualStart + visibleIndex)"
+              service-avatar="/uni_modules/hashmall-customer-service/static/tb-service-avatar.png"
+              :member-avatar="memberAvatar"
+              :member-name="memberName"
+              :transcribing="Boolean(transcribingMessageIds[String(message.id)])"
+              @retry="retryMessage"
+              @open-card="openMessageCard"
+              @actions="handleMessageActions"
+              @transcribe="transcribeAudioMessage"
+              @layout-change="scheduleVirtualMeasure"
+            />
+          </view>
+          <view v-if="virtualBottomSpacerHeight" class="virtual-list-spacer" :style="{ height: `${virtualBottomSpacerHeight}px` }" />
+          <view id="message-list-bottom" class="message-list-bottom" />
+        </template>
+      </view>
+    </scroll-view>
+
+    <button v-if="showNewMessageButton" class="new-message-button" @click="scrollToBottom(true)">有新消息</button>
+
+    <view class="composer-shell" :class="{ 'composer-shell--panel': actionPanelVisible }">
+      <customer-service-context-card
+        v-if="pendingContext"
+        :context="pendingContext"
+        :sending="sendingContext"
+        @send="sendPendingContext"
+        @remove="pendingContext = null"
+      />
+
+      <view v-if="quotedMessage" class="composer-quote">
+        <view class="composer-quote__content">
+          <text class="composer-quote__title">回复 {{ messageSenderName(quotedMessage) }}</text>
+          <text class="composer-quote__preview">{{ messagePreview(quotedMessage) }}</text>
+        </view>
+        <button class="composer-quote__close" aria-label="取消引用" @click="quotedMessage = null">
+          <u-icon name="close" size="18" color="#686970" />
+        </button>
+      </view>
+
+      <view v-if="recording" class="voice-recording-mask" :class="{ 'voice-recording-mask--cancel': recordingCancelled }">
+        <view class="voice-recording-card">
+          <view class="voice-recording-icon">
+            <u-icon :name="recordingCancelled ? 'close-circle' : 'mic'" size="42" color="#fff" />
+          </view>
+          <text class="voice-recording-time">{{ recordingSeconds }}″</text>
+          <text class="voice-recording-tip">{{ recordingCancelled ? '松开手指，取消发送' : '上滑取消发送' }}</text>
+        </view>
+      </view>
+      <view class="composer">
+        <button class="composer-icon-button" :aria-label="voiceMode ? '切换文字输入' : '切换语音输入'" @click="toggleVoiceMode">
+          <u-icon :name="voiceMode ? 'edit-pen' : 'mic'" size="27" color="#292a31" />
+        </button>
+        <textarea
+          v-if="!voiceMode"
+          v-model="inputText"
+          class="message-input"
+          :maxlength="1000"
+          :auto-height="true"
+          :show-confirm-bar="false"
+          :adjust-position="true"
+          :cursor-spacing="18"
+          placeholder="请描述您的问题"
+          placeholder-class="message-input__placeholder"
+          confirm-type="send"
+          @confirm="sendTextMessage"
+          @focus="closeActionPanel"
+        />
+        <button
+          v-else
+          class="hold-to-talk-button"
+          :class="{ 'hold-to-talk-button--active': recording, 'hold-to-talk-button--cancel': recordingCancelled }"
+          aria-label="按住说话"
+          @touchstart.stop.prevent="handleVoicePressStart"
+          @touchmove.stop.prevent="handleVoicePressMove"
+          @touchend.stop.prevent="handleVoicePressEnd"
+          @touchcancel.stop.prevent="handleVoicePressCancel"
+          @mousedown.prevent="handleVoiceMouseDown"
+          @mouseup.prevent="handleVoiceMouseUp"
+          @mouseleave="handleVoiceMouseLeave"
+        >{{ recording ? (recordingCancelled ? '松开取消' : '松开发送') : '按住说话' }}</button>
+        <button v-if="!voiceMode && canSendText" class="send-button" @click="sendTextMessage">发送</button>
+        <template v-else-if="!voiceMode">
+          <button class="composer-icon-button" aria-label="表情" @click="handleEmojiTap">
+            <u-icon name="more-circle" size="29" color="#292a31" />
+          </button>
+          <button class="composer-icon-button" aria-label="更多发送方式" :disabled="uploadingImage" @click="chooseAndSendImage">
+            <u-icon name="plus-circle" size="30" color="#292a31" />
+          </button>
+        </template>
+      </view>
+
+      <view class="composer-safe-area" />
+    </view>
+
+    <view v-if="actionPanelVisible" class="action-panel">
+      <view class="action-grid">
+        <button class="action-item" @click="chooseImageFromPanel">
+          <view class="action-icon"><u-icon name="photo" size="32" color="#303138" /></view>
+          <text>相册</text>
+        </button>
+        <button class="action-item" @click="chooseVideoFromPanel">
+          <view class="action-icon"><u-icon name="movie" size="32" color="#303138" /></view>
+          <text>视频</text>
+        </button>
+        <button class="action-item" @click="chooseFileFromPanel">
+          <view class="action-icon"><u-icon name="folder" size="32" color="#303138" /></view>
+          <text>文件</text>
+        </button>
+        <button class="action-item" @click="closeConversation">
+          <view class="action-icon"><u-icon name="close-circle" size="32" color="#303138" /></view>
+          <text>关闭会话</text>
+        </button>
+      </view>
+    </view>
+
+    <view v-if="pickerVisible" class="panel-mask" @click="closePicker" />
+    <view v-if="pickerVisible" class="picker-panel">
+      <view class="panel-header">
+        <text class="panel-title">{{ pickerType === 'product' ? '最近浏览' : '选择订单' }}</text>
+        <button class="panel-close" @click="closePicker">关闭</button>
+      </view>
+      <scroll-view class="picker-list" scroll-y>
+        <view v-if="pickerLoading" class="picker-status">正在加载</view>
+        <view v-else-if="!pickerItems.length" class="picker-status">暂无可发送的{{ pickerType === 'product' ? '商品' : '订单' }}</view>
+        <button v-for="item in pickerItems" :key="pickerItemKey(item)" class="picker-item" @click="selectPickerItem(item)">
+          <image class="picker-image" :src="pickerItemImage(item)" mode="aspectFill" />
+          <view class="picker-copy">
+            <text class="picker-title">{{ pickerItemTitle(item) }}</text>
+            <text class="picker-meta">{{ pickerItemMeta(item) }}</text>
+          </view>
+          <text class="picker-action">选择</text>
+        </button>
+      </scroll-view>
+    </view>
+  </view>
+</template>
+
+<script>
+import CustomerServiceMessageItem from '../kefu-message-item/kefu-message-item.vue'
+import CustomerServiceContextCard from '../kefu-context-card/kefu-context-card.vue'
+import {
+  CONTENT_TYPE,
+  deleteMessageForMember,
+  getBrowseHistory,
+  getCurrentMember,
+  getMessages,
+  markMemberMessagesRead,
+  getOrders,
+  recallMessage,
+  sendMessage,
+  transferToHuman,
+  transcribeMessage,
+  uploadMessageAudio,
+  uploadMessageFile,
+  uploadMessageImage
+} from '../../js_sdk/api.js'
+import { getStorageFun, TOKEN_NAME, USER_DATA } from '@/utils/auth.js'
+import { KefuSocket } from '../../js_sdk/kefu-socket.js'
+
+function getToken() {
+  return getStorageFun(TOKEN_NAME) || ''
+}
+
+function getCachedMember() {
+  return getStorageFun(USER_DATA) || null
+}
+
+function redirectToLogin() {
+  uni.navigateTo({ url: '/pages/login_package/login/login' })
+}
+
+const PAGE_SIZE = 80
+const POLLING_INTERVAL = 4000
+const VIRTUAL_LIST_THRESHOLD = 100
+const VIRTUAL_OVERSCAN_VIEWPORTS = 1.25
+
+function createPreviewMessages(state, now) {
+  if (state === 'history') {
+    return Array.from({ length: 12 }, (_, index) => ({
+      id: `preview-history-${index + 1}`,
+      senderType: index === 9 ? 2 : 1,
+      senderName: index === 9 ? '体验用户' : '系统',
+      contentType: CONTENT_TYPE.TEXT,
+      content: index === 9 ? '申请退款，一直审核失败' : (index % 4 === 3 ? '11' : '1'),
+      ctdate: index === 9 ? now - 60000 : now - (12 - index) * 60000
+    }))
+  }
+  return [
+    { id: 'preview-service', senderType: 1, senderName: '系统', contentType: CONTENT_TYPE.TEXT, content: '无坐席在线，请留言。', ctdate: now - 60000 },
+    { id: 'preview-member', senderType: 2, senderName: '体验用户', contentType: CONTENT_TYPE.TEXT, content: '申请退款，一直审核失败', ctdate: now }
+  ]
+}
+
+export default {
+  name: 'HashmallCustomerService',
+  components: {
+    CustomerServiceMessageItem,
+    CustomerServiceContextCard
+  },
+  props: {
+    entryOptions: { type: Object, default: () => ({}) }
+  },
+  data() {
+    return {
+      member: null,
+      conversation: null,
+      messages: [],
+      inputText: '',
+      loadingInitial: true,
+      loadingEarlier: false,
+      currentPage: 1,
+      totalPage: 1,
+      hasEarlier: false,
+      scrollTarget: '',
+      shouldAnimateScroll: false,
+      userNearBottom: true,
+      showNewMessageButton: false,
+      socketStatus: 'connecting',
+      socket: null,
+      pollingTimer: null,
+      uploadingImage: false,
+      uploadingAttachment: false,
+      recording: false,
+      voiceMode: false,
+      recordingCancelled: false,
+      voiceGestureActive: false,
+      voiceStartY: 0,
+      lastVoiceTouchAt: 0,
+      recordingSeconds: 0,
+      recordingStartedAt: 0,
+      recordingTimer: null,
+      recorderManager: null,
+      webMediaRecorder: null,
+      webMediaStream: null,
+      webAudioChunks: [],
+      discardRecording: false,
+      sendingContext: false,
+      pendingContext: null,
+      quotedMessage: null,
+      lastActionSheetAt: 0,
+      actionPanelVisible: false,
+      pickerVisible: false,
+      pickerType: 'product',
+      pickerItems: [],
+      pickerLoading: false,
+      currentEntryOptions: {},
+      transcribingMessageIds: {},
+      aiTyping: false,
+      previewNow: Date.now(),
+      virtualStart: 0,
+      virtualEnd: 0,
+      currentScrollTop: 0,
+      scrollCommandTop: 0,
+      scrollViewportHeight: 0,
+      messageHeightCache: {},
+      virtualMeasureTimer: null,
+      scrollCommandNonce: false
+    }
+  },
+  computed: {
+    canSendText() {
+      return Boolean(this.member && this.inputText.trim())
+    },
+    memberAvatar() {
+      return (this.member && (this.member.avatarUrl || this.member.avatar || this.member.userImage)) || ''
+    },
+    memberName() {
+      return (this.member && (this.member.nickname || this.member.name || this.member.userName)) || '我'
+    },
+    previewMode() {
+      // #ifdef H5
+      return typeof window !== 'undefined' && window.location.hash.includes('preview=design')
+      // #endif
+      // #ifndef H5
+      return false
+      // #endif
+    },
+    displayMessages() {
+      if (!this.previewMode || (typeof window !== 'undefined' && !window.location.hash.includes('state=message'))) return this.messages
+      return createPreviewMessages('message', this.previewNow)
+    },
+    messageCount() {
+      return this.displayMessages.length
+    },
+    virtualizationEnabled() {
+      return this.messageCount > VIRTUAL_LIST_THRESHOLD
+    },
+    virtualMetrics() {
+      const offsets = [0]
+      this.displayMessages.forEach((message, index) => {
+        const key = String(this.messageKey(message))
+        const height = Number(this.messageHeightCache[key]) || this.estimateMessageHeight(message, index)
+        offsets.push(offsets[offsets.length - 1] + height)
+      })
+      return { offsets, totalHeight: offsets[offsets.length - 1] || 0 }
+    },
+    virtualMessages() {
+      if (!this.virtualizationEnabled) return this.displayMessages
+      const end = this.virtualEnd > this.virtualStart
+        ? this.virtualEnd
+        : Math.min(this.messageCount, 40)
+      return this.displayMessages.slice(this.virtualStart, end)
+    },
+    virtualTopSpacerHeight() {
+      if (!this.virtualizationEnabled) return 0
+      return this.virtualMetrics.offsets[this.virtualStart] || 0
+    },
+    virtualBottomSpacerHeight() {
+      if (!this.virtualizationEnabled) return 0
+      const renderedEnd = this.virtualEnd > this.virtualStart ? this.virtualEnd : Math.min(this.messageCount, 40)
+      return Math.max(0, this.virtualMetrics.totalHeight - (this.virtualMetrics.offsets[renderedEnd] || 0))
+    },
+    welcomeMessage() {
+      return {
+        id: 'welcome',
+        senderType: 1,
+        senderName: '系统',
+        contentType: CONTENT_TYPE.TEXT,
+        content: '无坐席在线，请留言。',
+        ctdate: Date.now()
+      }
+    },
+    statusBanner() {
+      if (this.socketStatus === 'connecting') return '正在连接客服'
+      if (this.socketStatus === 'offline') return '实时连接中断，正在使用消息同步'
+      if (this.socketStatus === 'polling') return '网络不稳定，消息将自动同步'
+      return ''
+    },
+    serviceMode() {
+      return (this.conversation && this.conversation.serviceMode) || 'AI_ACTIVE'
+    },
+    serviceModeLabel() {
+      return {
+        AI_ACTIVE: 'AI 智能客服为您服务',
+        HUMAN_PENDING: '已通知人工客服，请稍候',
+        HUMAN_ACTIVE: '人工客服正在为您服务',
+        CLOSED: '本次会话已结束'
+      }[this.serviceMode] || 'AI 智能客服为您服务'
+    }
+  },
+  watch: {
+    messageCount() {
+      this.refreshVirtualLayout()
+    }
+  },
+  mounted() {
+    const pages = typeof getCurrentPages === 'function' ? getCurrentPages() : []
+    const page = pages.length ? pages[pages.length - 1] : null
+    this.currentEntryOptions = { ...((page && page.options) || {}), ...(this.entryOptions || {}) }
+    this.restorePendingContext()
+    this.initialize()
+    this.$nextTick(() => this.measureScrollViewport())
+  },
+  beforeUnmount() {
+    this.cancelVoiceRecording()
+    this.stopRealtime()
+    this.clearVirtualListTimers()
+  },
+  beforeDestroy() {
+    this.cancelVoiceRecording()
+    this.stopRealtime()
+    this.clearVirtualListTimers()
+  },
+  methods: {
+    async initialize() {
+      // #ifdef H5
+      const previewHash = typeof window !== 'undefined' ? window.location.hash : ''
+      if (this.currentEntryOptions.preview === 'design' || previewHash.includes('preview=design')) {
+        const now = Date.now()
+        this.member = {
+          id: 10001,
+          nickname: '体验用户',
+          avatarUrl: 'https://static.tbmall.xin/static/avater_not.png'
+        }
+        const previewState = this.currentEntryOptions.state || (previewHash.includes('state=history') ? 'history' : previewHash.includes('state=message') ? 'message' : '')
+        this.messages = previewState ? createPreviewMessages(previewState, now) : []
+        this.loadingInitial = false
+        this.socketStatus = 'closed'
+        this.$nextTick(() => this.scrollToBottom(false))
+        return
+      }
+      // #endif
+      if (!getToken()) {
+        this.loadingInitial = false
+        this.socketStatus = 'closed'
+        return
+      }
+      try {
+        this.member = getCachedMember()
+        const current = await getCurrentMember()
+        if (current) this.member = current
+        if (!this.member || !this.member.id) throw new Error('无法获取当前用户')
+        await this.loadLatestMessages()
+        await this.resolveEntryContext()
+        this.connectSocket()
+      } catch (error) {
+        this.showError(error)
+      } finally {
+        this.loadingInitial = false
+        this.$nextTick(() => this.scrollToBottom(false))
+      }
+    },
+
+    async loadLatestMessages({ silent = false } = {}) {
+      if (!this.member || !this.member.id) return
+      try {
+        let result = await getMessages({ userId: this.member.id, page: 1, pageSize: PAGE_SIZE })
+        const firstPage = result.messages || {}
+        const totalPage = Number(firstPage.totalPage || 1)
+        if (totalPage > 1) {
+          result = await getMessages({
+            userId: this.member.id,
+            conversationId: result.conversation && result.conversation.id,
+            page: totalPage,
+            pageSize: PAGE_SIZE
+          })
+        }
+        this.conversation = result.conversation || this.conversation
+        if (this.conversation && this.conversation.id) {
+          await markMemberMessagesRead({ userId: this.member.id, conversationId: this.conversation.id }).catch(() => {})
+        }
+        const page = result.messages || {}
+        this.currentPage = Number(page.curPage || totalPage || 1)
+        this.totalPage = Number(page.totalPage || totalPage || 1)
+        this.hasEarlier = this.currentPage > 1
+        const incoming = page.entitys || []
+        const added = this.mergeMessages(incoming)
+        if (added && this.userNearBottom) this.$nextTick(() => this.scrollToBottom(false))
+        if (added && !this.userNearBottom) this.showNewMessageButton = true
+      } catch (error) {
+        if (!silent) throw error
+      }
+    },
+
+    async loadEarlierMessages() {
+      if (!this.hasEarlier || this.loadingEarlier || !this.member) return
+      this.loadingEarlier = true
+      try {
+        const targetPage = Math.max(1, this.currentPage - 1)
+        const result = await getMessages({
+          userId: this.member.id,
+          conversationId: this.conversation && this.conversation.id,
+          page: targetPage,
+          pageSize: PAGE_SIZE
+        })
+        const page = result.messages || {}
+        const rows = page.entitys || []
+        const known = new Set(this.messages.map(item => String(item.id || item.clientMessageId)))
+        const earlier = rows.filter(item => !known.has(String(item.id)))
+        const previousScrollTop = this.currentScrollTop
+        this.messages = [...earlier, ...this.messages]
+        this.currentPage = targetPage
+        this.hasEarlier = targetPage > 1 && rows.length > 0
+        if (earlier.length) {
+          const prependedHeight = earlier.reduce((total, message, index) => total + this.estimateMessageHeight(message, index), 0)
+          const targetScrollTop = previousScrollTop + prependedHeight
+          this.updateVirtualWindow(targetScrollTop)
+          this.$nextTick(() => {
+            this.setScrollTop(targetScrollTop)
+            this.scheduleVirtualMeasure(40)
+          })
+        }
+      } catch (error) {
+        this.showError(error)
+      } finally {
+        this.loadingEarlier = false
+      }
+    },
+
+    mergeMessages(incoming) {
+      if (!Array.isArray(incoming) || !incoming.length) return false
+      let changed = false
+      incoming.forEach(message => {
+        if (!message || message.memberDeleted) return
+        const savedIndex = message.id == null ? -1 : this.messages.findIndex(item => String(item.id || '') === String(message.id))
+        if (savedIndex >= 0) {
+          this.messages.splice(savedIndex, 1, { ...this.messages[savedIndex], ...message, sendStatus: 'sent' })
+          return
+        }
+        const optimisticIndex = Number(message.senderType) === 2
+          ? this.messages.findIndex(item => !item.id && item.sendStatus === 'sending' && Number(item.contentType) === Number(message.contentType) && String(item.content) === String(message.content))
+          : -1
+        if (optimisticIndex >= 0) {
+          const optimistic = this.messages[optimisticIndex]
+          this.messages.splice(optimisticIndex, 1, { ...message, clientMessageId: optimistic.clientMessageId, sendStatus: 'sent' })
+        } else {
+          this.messages.push(message)
+        }
+        changed = true
+      })
+      if (changed) this.messages.sort((a, b) => this.messageTimestamp(a) - this.messageTimestamp(b))
+      return changed
+    },
+
+    connectSocket() {
+      if (!this.member || !this.member.id || this.socket) return
+      this.socket = new KefuSocket({
+        onStatus: status => this.handleSocketStatus(status),
+        onEvent: event => this.handleSocketEvent(event),
+        onReconnect: () => {
+          if (!this.socket) return
+          this.socket.connect({
+            userId: this.member.id,
+            mchId: this.conversation && this.conversation.mchId,
+            conversationId: this.conversation && this.conversation.id
+          })
+        }
+      })
+      this.socket.connect({
+        userId: this.member.id,
+        mchId: this.conversation && this.conversation.mchId,
+        conversationId: this.conversation && this.conversation.id
+      })
+    },
+
+    handleSocketStatus(status) {
+      this.socketStatus = status
+      if (status === 'online') {
+        this.stopPolling()
+        this.loadLatestMessages({ silent: true })
+      }
+      if (status === 'offline') this.startPolling()
+    },
+
+    handleSocketEvent(event) {
+      if (!event) return
+      if (event.type === 'kefu_message_type' && event.content) {
+        const added = this.mergeMessages([event.content])
+        if ([1, 3, 4].includes(Number(event.content.senderType)) && this.member && this.conversation) {
+          markMemberMessagesRead({ userId: this.member.id, conversationId: this.conversation.id }).catch(() => {})
+        }
+        if (added && this.userNearBottom) this.$nextTick(() => this.scrollToBottom(true))
+        if (added && !this.userNearBottom) this.showNewMessageButton = true
+      }
+      if (event.type === 'kefu_conversation_change' && event.content) {
+        this.conversation = event.content
+      }
+      if (event.type === 'kefu_service_state' && event.content) {
+        this.conversation = event.content
+      }
+      if (event.type === 'kefu_ai_typing' && event.content) {
+        this.aiTyping = Boolean(event.content.typing)
+      }
+      if (event.type === 'kefu_message_recall' && event.content) {
+        this.replaceMessage(event.content)
+      }
+    },
+
+    async requestHumanService() {
+      if (!this.member || !this.conversation) return
+      try {
+        this.conversation = await transferToHuman({
+          userId: this.member.id,
+          conversationId: this.conversation.id
+        })
+        uni.showToast({ title: '已通知人工客服', icon: 'none' })
+      } catch (error) {
+        uni.showToast({ title: error.message || '转人工失败', icon: 'none' })
+      }
+    },
+
+    startPolling() {
+      if (this.pollingTimer) return
+      this.socketStatus = 'polling'
+      this.loadLatestMessages({ silent: true })
+      this.pollingTimer = setInterval(() => this.loadLatestMessages({ silent: true }), POLLING_INTERVAL)
+    },
+
+    stopPolling() {
+      if (this.pollingTimer) clearInterval(this.pollingTimer)
+      this.pollingTimer = null
+    },
+
+    stopRealtime() {
+      this.stopPolling()
+      if (this.socket) this.socket.close()
+      this.socket = null
+    },
+
+    async sendTextMessage() {
+      const content = this.inputText.trim()
+      if (!content || !this.member) return
+      const quoted = this.quotedMessage
+      this.inputText = ''
+      this.quotedMessage = null
+      if (quoted) {
+        const payload = JSON.stringify({
+          text: content,
+          quote: {
+            messageId: quoted.id || quoted.clientMessageId,
+            senderName: this.messageSenderName(quoted),
+            contentType: Number(quoted.contentType),
+            content: this.messageCopyText(quoted)
+          }
+        })
+        await this.sendOptimisticMessage(CONTENT_TYPE.QUOTE, payload)
+        return
+      }
+      await this.sendOptimisticMessage(CONTENT_TYPE.TEXT, content)
+    },
+
+    async sendOptimisticMessage(contentType, content) {
+      const clientMessageId = `local-${Date.now()}-${Math.random().toString(16).slice(2)}`
+      const localMessage = {
+        clientMessageId,
+        senderType: 2,
+        senderId: this.member.id,
+        senderName: this.member.nickname || this.member.name || '我',
+        contentType,
+        content,
+        ctdate: Date.now(),
+        sendStatus: 'sending'
+      }
+      this.messages.push(localMessage)
+      this.$nextTick(() => this.scrollToBottom(true))
+      try {
+        const saved = await sendMessage({
+          userId: this.member.id,
+          userNickname: this.member.nickname || this.member.name,
+          userAvatar: this.member.avatarUrl || this.member.avatar,
+          contentType,
+          content
+        })
+        this.resolveOptimisticMessage(clientMessageId, saved)
+        // AI reply is persisted before the send API returns. Pull the latest page here as
+        // a delivery fallback so a short WebSocket disconnect cannot hide the reply.
+        await this.loadLatestMessages({ silent: true })
+        return saved
+      } catch (error) {
+        const index = this.messages.findIndex(item => item.clientMessageId === clientMessageId)
+        if (index >= 0) this.messages.splice(index, 1, { ...localMessage, sendStatus: 'failed', errorMessage: error.message })
+        this.showError(error)
+        return null
+      }
+    },
+
+    async retryMessage(message) {
+      const index = this.messages.findIndex(item => item.clientMessageId === message.clientMessageId)
+      if (index >= 0) this.messages.splice(index, 1)
+      await this.sendOptimisticMessage(message.contentType, message.content)
+    },
+
+    resolveOptimisticMessage(clientMessageId, saved) {
+      const localIndex = this.messages.findIndex(item => item.clientMessageId === clientMessageId)
+      const savedIndex = saved && saved.id != null
+        ? this.messages.findIndex(item => String(item.id || '') === String(saved.id))
+        : -1
+      if (savedIndex >= 0) {
+        this.messages.splice(savedIndex, 1, { ...this.messages[savedIndex], ...saved, sendStatus: 'sent' })
+        if (localIndex >= 0 && localIndex !== savedIndex) {
+          this.messages.splice(localIndex, 1)
+        }
+        return
+      }
+      if (localIndex >= 0) {
+        this.messages.splice(localIndex, 1, { ...saved, clientMessageId, sendStatus: 'sent' })
+        return
+      }
+      if (saved) this.mergeMessages([saved])
+    },
+
+    replaceMessage(message) {
+      if (!message || message.id == null) return
+      const index = this.messages.findIndex(item => String(item.id || '') === String(message.id))
+      if (index >= 0) {
+        this.messages.splice(index, 1, { ...this.messages[index], ...message })
+        const key = String(this.messageKey(message))
+        const nextCache = { ...this.messageHeightCache }
+        delete nextCache[key]
+        this.messageHeightCache = nextCache
+        this.scheduleVirtualMeasure()
+      }
+    },
+
+    handleMessageActions(message) {
+      if (!message || Number(message.contentType) === CONTENT_TYPE.RECALLED) return
+      const now = Date.now()
+      if (now - this.lastActionSheetAt < 600) return
+      this.lastActionSheetAt = now
+      const actions = [{ key: 'copy', label: '复制' }]
+      if (this.canRecallMessage(message)) actions.push({ key: 'recall', label: '撤回' })
+      actions.push({ key: 'quote', label: '引用' })
+      actions.push({ key: 'delete', label: '删除' })
+      uni.showActionSheet({
+        itemList: actions.map(item => item.label),
+        success: result => this.runMessageAction(actions[result.tapIndex] && actions[result.tapIndex].key, message)
+      })
+    },
+
+    runMessageAction(action, message) {
+      if (action === 'copy') this.copyMessage(message)
+      if (action === 'recall') this.confirmRecallMessage(message)
+      if (action === 'quote') this.quoteMessage(message)
+      if (action === 'delete') this.confirmDeleteMessage(message)
+    },
+
+    copyMessage(message) {
+      uni.setClipboardData({ data: this.messageCopyText(message), showToast: false })
+      uni.showToast({ title: '已复制', icon: 'none' })
+    },
+
+    quoteMessage(message) {
+      this.closeActionPanel()
+      this.quotedMessage = message
+    },
+
+    canRecallMessage(message) {
+      if (!message || Number(message.senderType) !== 2 || !message.id) return false
+      const elapsed = Date.now() - this.messageTimestamp(message)
+      return elapsed >= 0 && elapsed <= 3 * 60 * 1000
+    },
+
+    confirmRecallMessage(message) {
+      uni.showModal({
+        title: '撤回消息',
+        content: '撤回后双方都将看到撤回提示。',
+        confirmText: '撤回',
+        confirmColor: '#7934f6',
+        success: result => {
+          if (result.confirm) this.recallOwnMessage(message)
+        }
+      })
+    },
+
+    async recallOwnMessage(message) {
+      if (!this.canRecallMessage(message)) {
+        uni.showToast({ title: '消息已超过 3 分钟，无法撤回', icon: 'none' })
+        return
+      }
+      if (this.previewMode) {
+        this.replaceMessage({ ...message, contentType: CONTENT_TYPE.RECALLED, content: '用户撤回了一条消息' })
+        return
+      }
+      try {
+        const recalled = await recallMessage({ userId: this.member.id, messageId: message.id })
+        this.replaceMessage(recalled)
+      } catch (error) {
+        this.showError(error)
+      }
+    },
+
+    confirmDeleteMessage(message) {
+      uni.showModal({
+        title: '删除消息',
+        content: '只会从你的聊天记录中删除，客服仍可查看。',
+        confirmText: '删除',
+        confirmColor: '#d14343',
+        success: result => {
+          if (result.confirm) this.deleteOwnRecord(message)
+        }
+      })
+    },
+
+    async deleteOwnRecord(message) {
+      const remove = () => {
+        const index = this.messages.findIndex(item => this.messageKey(item) === this.messageKey(message))
+        if (index >= 0) this.messages.splice(index, 1)
+      }
+      if (!message.id) {
+        remove()
+        return
+      }
+      if (this.previewMode) {
+        remove()
+        return
+      }
+      try {
+        await deleteMessageForMember({ userId: this.member.id, messageId: message.id })
+        remove()
+      } catch (error) {
+        this.showError(error)
+      }
+    },
+
+    messageSenderName(message) {
+      return Number(message.senderType) === 2
+        ? (this.memberName || message.senderName || '我')
+        : (message.senderName || '客服')
+    },
+
+    messageCopyText(message) {
+      if ([CONTENT_TYPE.FILE, CONTENT_TYPE.AUDIO].includes(Number(message.contentType))) {
+        try {
+          const data = typeof message.content === 'string' ? JSON.parse(message.content) : message.content
+          return data.name || data.url || ''
+        } catch (error) {
+          return String(message.content || '')
+        }
+      }
+      if (Number(message.contentType) === CONTENT_TYPE.QUOTE) {
+        try {
+          const data = typeof message.content === 'string' ? JSON.parse(message.content) : message.content
+          return String((data && data.text) || '')
+        } catch (error) {
+          return String(message.content || '')
+        }
+      }
+      return String(message.content || '')
+    },
+
+    messagePreview(message) {
+      const type = Number(message.contentType)
+      if (type === CONTENT_TYPE.FILE) return '[文件]'
+      if (type === CONTENT_TYPE.AUDIO) return '[语音]'
+      if (type === CONTENT_TYPE.IMAGE) return '[图片]'
+      if (type === CONTENT_TYPE.PRODUCT) return '[商品]'
+      if (type === CONTENT_TYPE.ORDER) return '[订单]'
+      if (type === CONTENT_TYPE.QUOTE) return `[引用] ${this.messageCopyText(message)}`
+      return this.messageCopyText(message).slice(0, 80)
+    },
+
+    chooseAndSendImage() {
+      if (this.uploadingImage) return
+      if (this.actionPanelVisible) {
+        this.closeActionPanel()
+        return
+      }
+      // Stop pinning the scroll view to the bottom while the action panel changes
+      // the available height; otherwise the first message metadata can be clipped.
+      this.scrollTarget = ''
+      this.actionPanelVisible = true
+    },
+
+    async chooseImageFromPanel() {
+      this.closeActionPanel()
+      await this.pickAndUploadImage()
+    },
+
+    toggleVoiceMode() {
+      if (this.uploadingAttachment) return
+      if (this.recording) this.cancelVoiceRecording()
+      this.voiceMode = !this.voiceMode
+      this.recordingCancelled = false
+      this.closeActionPanel()
+    },
+
+    voiceEventY(event) {
+      const touch = event && event.touches && event.touches[0]
+        ? event.touches[0]
+        : event && event.changedTouches && event.changedTouches[0]
+      return Number((touch && touch.clientY) || (event && event.clientY) || 0)
+    },
+
+    async handleVoicePressStart(event) {
+      if (this.uploadingAttachment || this.voiceGestureActive || this.recording) return
+      if (event && event.touches) this.lastVoiceTouchAt = Date.now()
+      this.voiceGestureActive = true
+      this.recordingCancelled = false
+      this.voiceStartY = this.voiceEventY(event)
+      await this.startVoiceRecording()
+      if (!this.voiceGestureActive && this.recording) this.cancelVoiceRecording()
+    },
+
+    handleVoicePressMove(event) {
+      if (!this.voiceGestureActive) return
+      const currentY = this.voiceEventY(event)
+      if (!currentY || !this.voiceStartY) return
+      const shouldCancel = this.voiceStartY - currentY > 60
+      if (shouldCancel !== this.recordingCancelled) {
+        this.recordingCancelled = shouldCancel
+        if (shouldCancel && typeof uni.vibrateShort === 'function') uni.vibrateShort({ type: 'light' })
+      }
+    },
+
+    handleVoicePressEnd() {
+      if (!this.voiceGestureActive) return
+      this.voiceGestureActive = false
+      if (!this.recording) return
+      const tooShort = Date.now() - this.recordingStartedAt < 800
+      if (this.recordingCancelled || tooShort) {
+        this.cancelVoiceRecording()
+        if (tooShort && !this.recordingCancelled) uni.showToast({ title: '说话时间太短', icon: 'none' })
+        return
+      }
+      this.stopVoiceRecording()
+    },
+
+    handleVoicePressCancel() {
+      if (!this.voiceGestureActive && !this.recording) return
+      this.voiceGestureActive = false
+      this.recordingCancelled = true
+      this.cancelVoiceRecording()
+    },
+
+    handleVoiceMouseDown(event) {
+      if (Date.now() - this.lastVoiceTouchAt < 600) return
+      this.handleVoicePressStart(event)
+    },
+
+    handleVoiceMouseUp() {
+      if (Date.now() - this.lastVoiceTouchAt < 600) return
+      this.handleVoicePressEnd()
+    },
+
+    handleVoiceMouseLeave() {
+      if (!this.voiceGestureActive || Date.now() - this.lastVoiceTouchAt < 600) return
+      this.handleVoicePressCancel()
+    },
+
+    handleEmojiTap() {
+      uni.showToast({ title: '表情功能暂未开放', icon: 'none' })
+    },
+
+    chooseVideoFromPanel() {
+      this.closeActionPanel()
+      uni.showToast({ title: '视频消息接口待接入', icon: 'none' })
+    },
+
+    chooseFileFromPanel() {
+      this.closeActionPanel()
+      this.pickAndUploadFile()
+      return
+      uni.showToast({ title: '文件消息接口待接入', icon: 'none' })
+    },
+
+    async startVoiceRecording() {
+      this.discardRecording = false
+      this.recordingSeconds = 0
+      this.recordingStartedAt = Date.now()
+      // #ifdef H5
+      if (typeof navigator !== 'undefined' && navigator.mediaDevices && typeof MediaRecorder !== 'undefined') {
+        try {
+          this.webMediaStream = await navigator.mediaDevices.getUserMedia({ audio: true })
+          const preferred = ['audio/mp4', 'audio/webm;codecs=opus', 'audio/webm'].find(type => MediaRecorder.isTypeSupported(type))
+          this.webAudioChunks = []
+          this.webMediaRecorder = new MediaRecorder(this.webMediaStream, preferred ? { mimeType: preferred } : undefined)
+          this.webMediaRecorder.ondataavailable = event => { if (event.data && event.data.size) this.webAudioChunks.push(event.data) }
+          this.webMediaRecorder.onstop = () => {
+            if (this.discardRecording) {
+              this.discardRecording = false
+              this.releaseWebRecorder()
+              this.finishRecordingState()
+              return
+            }
+            const duration = Math.max(1, Math.round((Date.now() - this.recordingStartedAt) / 1000))
+            const mimeType = this.webMediaRecorder && this.webMediaRecorder.mimeType || 'audio/webm'
+            const extension = mimeType.includes('mp4') ? 'm4a' : 'webm'
+            const blob = new Blob(this.webAudioChunks, { type: mimeType })
+            this.releaseWebRecorder()
+            if (blob.size) this.uploadAndSendAudio(new File([blob], `voice-${Date.now()}.${extension}`, { type: mimeType }), duration)
+          }
+          this.webMediaRecorder.start(500)
+          this.markRecordingStarted()
+          return true
+        } catch (error) {
+          this.releaseWebRecorder()
+          this.showError(new Error('无法使用麦克风，请检查浏览器权限'))
+          return false
+        }
+      }
+      // #endif
+      if (typeof uni.getRecorderManager !== 'function') {
+        uni.showToast({ title: '当前设备暂不支持录音', icon: 'none' })
+        return false
+      }
+      if (!this.recorderManager) {
+        this.recorderManager = uni.getRecorderManager()
+        this.recorderManager.onStop(result => {
+          if (this.discardRecording) {
+            this.discardRecording = false
+            this.finishRecordingState()
+            return
+          }
+          const duration = Math.max(1, Math.round(Number(result.duration || Date.now() - this.recordingStartedAt) / 1000))
+          this.finishRecordingState()
+          if (result.tempFilePath) this.uploadAndSendAudio(result.tempFilePath, duration)
+        })
+        this.recorderManager.onError(() => {
+          this.finishRecordingState()
+          uni.showToast({ title: '录音失败，请检查麦克风权限', icon: 'none' })
+        })
+      }
+      this.recorderManager.start({ duration: 60000, sampleRate: 16000, numberOfChannels: 1, encodeBitRate: 48000, format: 'mp3' })
+      this.markRecordingStarted()
+      return true
+    },
+
+    markRecordingStarted() {
+      this.recording = true
+      this.recordingStartedAt = Date.now()
+      clearInterval(this.recordingTimer)
+      this.recordingTimer = setInterval(() => {
+        this.recordingSeconds = Math.min(60, Math.floor((Date.now() - this.recordingStartedAt) / 1000))
+        if (this.recordingSeconds >= 60) {
+          this.voiceGestureActive = false
+          this.stopVoiceRecording()
+        }
+      }, 500)
+    },
+
+    stopVoiceRecording() {
+      if (!this.recording) return
+      this.recording = false
+      clearInterval(this.recordingTimer)
+      this.recordingTimer = null
+      // #ifdef H5
+      if (this.webMediaRecorder && this.webMediaRecorder.state !== 'inactive') {
+        this.webMediaRecorder.stop()
+        return
+      }
+      // #endif
+      if (this.recorderManager) this.recorderManager.stop()
+    },
+
+    cancelVoiceRecording() {
+      this.discardRecording = true
+      this.voiceGestureActive = false
+      clearInterval(this.recordingTimer)
+      this.recordingTimer = null
+      this.recording = false
+      // #ifdef H5
+      if (this.webMediaRecorder) this.webMediaRecorder.onstop = null
+      if (this.webMediaRecorder && this.webMediaRecorder.state !== 'inactive') this.webMediaRecorder.stop()
+      this.releaseWebRecorder()
+      // #endif
+      if (this.recorderManager) this.recorderManager.stop()
+    },
+
+    releaseWebRecorder() {
+      if (this.webMediaStream) this.webMediaStream.getTracks().forEach(track => track.stop())
+      this.webMediaStream = null
+      this.webMediaRecorder = null
+      this.webAudioChunks = []
+    },
+
+    finishRecordingState() {
+      this.recording = false
+      this.recordingCancelled = false
+      this.voiceGestureActive = false
+      clearInterval(this.recordingTimer)
+      this.recordingTimer = null
+    },
+
+    async uploadAndSendAudio(source, duration) {
+      if (!source || duration < 1) return
+      this.uploadingAttachment = true
+      uni.showLoading({ title: '正在发送语音', mask: true })
+      try {
+        const url = await uploadMessageAudio(source)
+        await this.sendOptimisticMessage(CONTENT_TYPE.AUDIO, JSON.stringify({ url, duration, name: source.name || `voice-${Date.now()}.mp3` }))
+      } catch (error) {
+        this.showError(error)
+      } finally {
+        this.finishRecordingState()
+        uni.hideLoading()
+        this.uploadingAttachment = false
+      }
+    },
+
+    async transcribeAudioMessage(message) {
+      if (!message || !message.id || !this.member) return
+      const key = String(message.id)
+      if (this.transcribingMessageIds[key]) return
+      this.transcribingMessageIds = { ...this.transcribingMessageIds, [key]: true }
+      try {
+        const updated = await transcribeMessage({ userId: this.member.id, messageId: message.id })
+        if (updated) this.replaceMessage(updated)
+      } catch (error) {
+        this.showError(error)
+      } finally {
+        const next = { ...this.transcribingMessageIds }
+        delete next[key]
+        this.transcribingMessageIds = next
+      }
+    },
+
+    pickChatFile() {
+      return new Promise((resolve, reject) => {
+        const success = result => {
+          const file = result.tempFiles && result.tempFiles[0]
+          if (!file) return reject(new Error('未选择文件'))
+          if (Number(file.size || 0) > 50 * 1024 * 1024) return reject(new Error('文件不能超过 50MB'))
+          resolve({ source: file.file || file.tempFilePath || file.path || file, name: file.name || '聊天文件', size: Number(file.size || 0) })
+        }
+        if (typeof uni.chooseMessageFile === 'function') {
+          uni.chooseMessageFile({ count: 1, type: 'file', success, fail: reject })
+          return
+        }
+        // #ifdef H5
+        const input = document.createElement('input')
+        input.type = 'file'
+        input.onchange = () => success({ tempFiles: input.files && input.files.length ? [input.files[0]] : [] })
+        input.click()
+        // #endif
+        // #ifndef H5
+        reject(new Error('当前设备暂不支持选择文件'))
+        // #endif
+      })
+    },
+
+    async pickAndUploadFile() {
+      if (this.uploadingAttachment) return
+      try {
+        const selected = await this.pickChatFile()
+        this.uploadingAttachment = true
+        uni.showLoading({ title: '正在上传文件', mask: true })
+        const url = await uploadMessageFile(selected.source)
+        await this.sendOptimisticMessage(CONTENT_TYPE.FILE, JSON.stringify({ url, name: selected.name, size: selected.size }))
+      } catch (error) {
+        if (!String(error.errMsg || '').includes('cancel')) this.showError(error)
+      } finally {
+        uni.hideLoading()
+        this.uploadingAttachment = false
+      }
+    },
+
+    closeConversation() {
+      this.closeActionPanel()
+      uni.showModal({
+        title: '关闭会话',
+        content: '确定结束本次客服会话吗？',
+        confirmColor: '#7934f6',
+        success: result => {
+          if (!result.confirm) return
+          this.stopRealtime()
+          uni.navigateBack()
+        }
+      })
+    },
+
+    pickImage() {
+      return new Promise((resolve, reject) => {
+        const success = result => {
+          const file = result.tempFiles && result.tempFiles[0]
+          const path = (file && (file.tempFilePath || file.path)) || (result.tempFilePaths && result.tempFilePaths[0])
+          if (!path) return reject(new Error('未选择图片'))
+          const size = Number((file && file.size) || 0)
+          if (size > 10 * 1024 * 1024) return reject(new Error('图片不能超过 10MB'))
+          resolve(path)
+        }
+        if (typeof uni.chooseMedia === 'function') {
+          uni.chooseMedia({ count: 1, mediaType: ['image'], sourceType: ['album', 'camera'], success, fail: reject })
+        } else {
+          uni.chooseImage({ count: 1, sizeType: ['compressed'], sourceType: ['album', 'camera'], success, fail: reject })
+        }
+      })
+    },
+
+    compressImage(filePath) {
+      if (typeof uni.compressImage !== 'function') return Promise.resolve(filePath)
+      return new Promise(resolve => {
+        uni.compressImage({ src: filePath, quality: 78, success: result => resolve(result.tempFilePath), fail: () => resolve(filePath) })
+      })
+    },
+
+    async pickAndUploadImage() {
+      this.uploadingImage = true
+      uni.showLoading({ title: '正在上传图片', mask: true })
+      try {
+        const selected = await this.pickImage()
+        const compressed = await this.compressImage(selected)
+        const imageUrl = await uploadMessageImage(compressed)
+        await this.sendOptimisticMessage(CONTENT_TYPE.IMAGE, imageUrl)
+      } catch (error) {
+        if (!String(error.errMsg || '').includes('cancel')) this.showError(error)
+      } finally {
+        uni.hideLoading()
+        this.uploadingImage = false
+      }
+    },
+
+    async openPicker(type) {
+      this.closeActionPanel()
+      this.pickerType = type
+      this.pickerItems = []
+      this.pickerVisible = true
+      this.pickerLoading = true
+      try {
+        const page = type === 'product'
+          ? await getBrowseHistory({ userId: this.member.id, page: 1, pageSize: 20 })
+          : await getOrders({ userId: this.member.id, page: 1, pageSize: 20 })
+        this.pickerItems = (page && page.entitys) || []
+      } catch (error) {
+        this.showError(error)
+      } finally {
+        this.pickerLoading = false
+      }
+    },
+
+    selectPickerItem(item) {
+      this.pendingContext = { type: this.pickerType, data: item }
+      this.pickerVisible = false
+    },
+
+    async sendPendingContext() {
+      if (!this.pendingContext || this.sendingContext) return
+      this.sendingContext = true
+      try {
+        const type = this.pendingContext.type === 'product' ? CONTENT_TYPE.PRODUCT : CONTENT_TYPE.ORDER
+        const data = this.pendingContext.data || {}
+        const content = JSON.stringify({ schemaVersion: 1, ...data })
+        const saved = await this.sendOptimisticMessage(type, content)
+        if (saved) this.pendingContext = null
+      } finally {
+        this.sendingContext = false
+      }
+    },
+
+    restorePendingContext() {
+      const stored = uni.getStorageSync('kefu-pending-context')
+      if (stored && stored.type && stored.data) {
+        this.pendingContext = stored
+        uni.removeStorageSync('kefu-pending-context')
+      }
+    },
+
+    async resolveEntryContext() {
+      if (this.pendingContext || !this.currentEntryOptions.scene) return
+      const type = this.currentEntryOptions.scene === 'order' ? 'order' : 'product'
+      const id = String(type === 'order' ? this.currentEntryOptions.orderId || '' : this.currentEntryOptions.goodsId || '')
+      if (!id) return
+      try {
+        const page = type === 'product'
+          ? await getBrowseHistory({ userId: this.member.id, page: 1, pageSize: 50 })
+          : await getOrders({ userId: this.member.id, page: 1, pageSize: 50 })
+        const rows = (page && page.entitys) || []
+        const match = rows.find(item => String(type === 'product' ? item.goodsId : item.id) === id)
+        if (match) this.pendingContext = { type, data: match }
+      } catch (error) {
+        console.warn('[customer-service] unable to resolve context', error)
+      }
+    },
+
+    openMessageCard({ type, data }) {
+      const isProduct = Number(type) === CONTENT_TYPE.PRODUCT
+      const id = isProduct ? data.goodsId || data.id : data.id || data.orderId
+      if (!id) return
+      const url = isProduct
+        ? `/pages/other_package/productInfo/productInfo?id=${encodeURIComponent(id)}`
+        : `/pages/mine_package/mine_order_info/mine_order_info?id=${encodeURIComponent(id)}`
+      uni.navigateTo({ url, fail: () => uni.showToast({ title: '当前独立项目未接入详情页', icon: 'none' }) })
+    },
+
+    closeActionPanel() {
+      this.actionPanelVisible = false
+    },
+
+    closePicker() {
+      this.pickerVisible = false
+    },
+
+    handleScroll(event) {
+      const detail = event.detail || {}
+      const systemInfo = uni.getSystemInfoSync()
+      const viewportHeight = Number(detail.clientHeight || (systemInfo.windowHeight || 0) * 0.62)
+      const scrollTop = Math.max(0, Number(detail.scrollTop || 0))
+      this.currentScrollTop = scrollTop
+      if (viewportHeight > 0) this.scrollViewportHeight = viewportHeight
+      this.updateVirtualWindow(scrollTop)
+      const remaining = Number(detail.scrollHeight || 0) - scrollTop - viewportHeight
+      this.userNearBottom = remaining < 140
+      if (this.userNearBottom) this.showNewMessageButton = false
+    },
+
+    scrollToBottom(animate) {
+      this.shouldAnimateScroll = Boolean(animate)
+      this.scrollTarget = ''
+      this.updateVirtualWindow(this.virtualMetrics.totalHeight)
+      this.$nextTick(() => {
+        this.scrollTarget = 'message-list-bottom'
+        this.userNearBottom = true
+        this.showNewMessageButton = false
+        this.scheduleVirtualMeasure(30)
+      })
+    },
+
+    refreshVirtualLayout() {
+      if (!this.virtualizationEnabled) {
+        this.virtualStart = 0
+        this.virtualEnd = this.messageCount
+        return
+      }
+      const target = this.userNearBottom ? this.virtualMetrics.totalHeight : this.currentScrollTop
+      this.updateVirtualWindow(target)
+      this.scheduleVirtualMeasure()
+    },
+
+    updateVirtualWindow(scrollTop) {
+      if (!this.virtualizationEnabled) return
+      const viewport = this.scrollViewportHeight || Math.max(320, Number(uni.getSystemInfoSync().windowHeight || 0) * 0.62)
+      const overscan = viewport * VIRTUAL_OVERSCAN_VIEWPORTS
+      const offsets = this.virtualMetrics.offsets
+      const start = this.findVirtualIndex(offsets, Math.max(0, Number(scrollTop || 0) - overscan))
+      const end = Math.min(this.messageCount, this.findVirtualIndex(offsets, Number(scrollTop || 0) + viewport + overscan) + 1)
+      if (start === this.virtualStart && end === this.virtualEnd) return
+      this.virtualStart = start
+      this.virtualEnd = Math.max(start + 1, end)
+      this.$nextTick(() => this.scheduleVirtualMeasure())
+    },
+
+    findVirtualIndex(offsets, targetOffset) {
+      if (!offsets.length || targetOffset <= 0) return 0
+      let low = 0
+      let high = Math.max(0, offsets.length - 2)
+      while (low < high) {
+        const middle = Math.floor((low + high) / 2)
+        if (offsets[middle + 1] < targetOffset) low = middle + 1
+        else high = middle
+      }
+      return low
+    },
+
+    estimateMessageHeight(message, index) {
+      const systemInfo = uni.getSystemInfoSync()
+      const rpx = Math.max(0.42, Number(systemInfo.windowWidth || 375) / 750)
+      const type = Number(message && message.contentType)
+      const isSelf = Number(message && message.senderType) === 2
+      const showTime = index === 0 || this.shouldShowTime(message, index)
+      let heightRpx = 128
+      if (type === CONTENT_TYPE.RECALLED) heightRpx = 70
+      else if (type === CONTENT_TYPE.IMAGE) heightRpx = 310
+      else if (type === CONTENT_TYPE.PRODUCT || type === CONTENT_TYPE.ORDER) heightRpx = 196
+      else if (type === CONTENT_TYPE.FILE) heightRpx = 152
+      else if (type === CONTENT_TYPE.AUDIO) {
+        const content = this.parseAttachmentContent(message && message.content)
+        heightRpx = content.transcript ? 190 : 142
+      } else {
+        const contentLength = String((message && message.content) || '').length
+        const lines = Math.max(1, Math.min(12, Math.ceil(contentLength / 18)))
+        heightRpx = 104 + (lines - 1) * 45
+      }
+      if (showTime || isSelf) heightRpx += 48
+      if (isSelf) heightRpx += 40
+      return Math.max(42, Math.round(heightRpx * rpx))
+    },
+
+    parseAttachmentContent(content) {
+      if (!content || typeof content !== 'string' || content.charAt(0) !== '{') return {}
+      try {
+        return JSON.parse(content) || {}
+      } catch (error) {
+        return {}
+      }
+    },
+
+    measureScrollViewport() {
+      const query = uni.createSelectorQuery().in(this)
+      query.select('.message-scroll').boundingClientRect(rect => {
+        if (rect && Number(rect.height) > 0) {
+          this.scrollViewportHeight = Number(rect.height)
+          this.refreshVirtualLayout()
+        }
+      }).exec()
+    },
+
+    scheduleVirtualMeasure(delay = 16) {
+      if (!this.virtualizationEnabled) return
+      if (this.virtualMeasureTimer) clearTimeout(this.virtualMeasureTimer)
+      this.virtualMeasureTimer = setTimeout(() => {
+        this.virtualMeasureTimer = null
+        this.measureVisibleMessages()
+      }, Math.max(0, Number(delay) || 0))
+    },
+
+    measureVisibleMessages() {
+      if (!this.virtualizationEnabled || !this.virtualMessages.length) return
+      const beforeMetrics = this.virtualMetrics
+      const query = uni.createSelectorQuery().in(this)
+      query.selectAll('.virtual-message-row').fields({ size: true, dataset: true }, rows => {
+        if (!Array.isArray(rows) || !rows.length) return
+        const nextCache = { ...this.messageHeightCache }
+        let changed = false
+        let correction = 0
+        rows.forEach(row => {
+          const index = Number(row && row.dataset && row.dataset.messageIndex)
+          const message = this.displayMessages[index]
+          const measuredHeight = Math.round(Number(row && row.height) || 0)
+          if (!message || !measuredHeight) return
+          const key = String(this.messageKey(message))
+          const previousHeight = Number(nextCache[key]) || this.estimateMessageHeight(message, index)
+          if (Math.abs(previousHeight - measuredHeight) <= 1) return
+          nextCache[key] = measuredHeight
+          changed = true
+          if ((beforeMetrics.offsets[index + 1] || 0) <= this.currentScrollTop) {
+            correction += measuredHeight - previousHeight
+          }
+        })
+        if (!changed) return
+        this.messageHeightCache = nextCache
+        const correctedScrollTop = Math.max(0, this.currentScrollTop + correction)
+        this.currentScrollTop = correctedScrollTop
+        this.updateVirtualWindow(correctedScrollTop)
+        if (this.userNearBottom && this.virtualEnd >= this.messageCount) {
+          this.$nextTick(() => this.scrollToBottom(false))
+        } else if (correction) {
+          this.$nextTick(() => this.setScrollTop(correctedScrollTop))
+        }
+      }).exec()
+    },
+
+    setScrollTop(scrollTop) {
+      const value = Math.max(0, Number(scrollTop || 0))
+      this.currentScrollTop = value
+      this.scrollCommandNonce = !this.scrollCommandNonce
+      this.scrollCommandTop = value + (this.scrollCommandNonce ? 0.01 : 0)
+    },
+
+    clearVirtualListTimers() {
+      if (this.virtualMeasureTimer) clearTimeout(this.virtualMeasureTimer)
+      this.virtualMeasureTimer = null
+    },
+
+    shouldShowTime(message, index) {
+      if (index === 0) return true
+      return this.messageTimestamp(message) - this.messageTimestamp(this.displayMessages[index - 1]) > 5 * 60 * 1000
+    },
+
+    messageTimestamp(message) {
+      const raw = Number(message.ctdate || message.createdAt || 0)
+      return raw && raw < 100000000000 ? raw * 1000 : raw
+    },
+
+    messageKey(message) {
+      return message.id || message.clientMessageId
+    },
+
+    messageDomId(message) {
+      return `message-${this.messageKey(message)}`
+    },
+
+    pickerItemKey(item) {
+      return this.pickerType === 'product' ? item.goodsId || item.id : item.id || item.orderNo
+    },
+
+    pickerItemImage(item) {
+      return item.goodsMainGraph || item.mainGraph || item.image || '/uni_modules/hashmall-customer-service/static/image-placeholder.png'
+    },
+
+    pickerItemTitle(item) {
+      return item.goodsName || item.name || (this.pickerType === 'product' ? '商品信息' : '订单信息')
+    },
+
+    pickerItemMeta(item) {
+      if (this.pickerType === 'order') return item.orderNo || `订单 #${item.id}`
+      const price = item.currentPrice || item.price
+      return price ? `¥${price}` : '查看商品'
+    },
+
+    showError(error) {
+      uni.showToast({ title: (error && error.message) || '操作失败，请稍后重试', icon: 'none', duration: 2500 })
+    },
+
+    goToLogin() {
+      redirectToLogin()
+    },
+
+    async resume() {
+      if (this.previewMode) return
+      // The socket is intentionally closed while the page is hidden. Reconcile any AI
+      // messages created during that gap before reconnecting realtime delivery.
+      if (this.member) await this.loadLatestMessages({ silent: true })
+      if (this.member && !this.socket) this.connectSocket()
+    },
+
+    suspend() {
+      this.stopRealtime()
+    },
+
+    async showHistory() {
+      if (this.hasEarlier) {
+        await this.loadEarlierMessages()
+        return
+      }
+      if (this.messages.length) {
+        this.updateVirtualWindow(0)
+        this.$nextTick(() => {
+          this.scrollTarget = this.messageDomId(this.messages[0])
+          this.setScrollTop(0)
+        })
+        return
+      }
+      uni.showToast({ title: '暂无聊天记录', icon: 'none' })
+    }
+  }
+}
+</script>
+
+<style scoped lang="scss">
+.chat-page {
+  position: relative;
+  display: flex;
+  width: 100%;
+  height: 100%;
+  flex-direction: column;
+  overflow: hidden;
+  background: #f4f5fa;
+}
+
+.connection-banner {
+  display: flex;
+  min-height: 56rpx;
+  align-items: center;
+  justify-content: center;
+  gap: 10rpx;
+  padding: 8rpx 24rpx;
+  background: #fff4e8;
+  color: #7c4300;
+  font-size: 23rpx;
+}
+
+.connection-banner--connecting {
+  background: #f2ebff;
+  color: #5320a8;
+}
+
+.service-route-banner {
+  display: flex;
+  align-items: center;
+  justify-content: space-between;
+  min-height: 64rpx;
+  padding: 10rpx 28rpx;
+  background: #f4efff;
+  color: #6f2dde;
+  box-sizing: border-box;
+}
+
+.service-route-banner--human_pending {
+  background: #fff7e6;
+  color: #a85b00;
+}
+
+.service-route-banner--human_active {
+  background: #ecfdf3;
+  color: #087443;
+}
+
+.service-route-banner__copy {
+  display: flex;
+  align-items: center;
+  gap: 12rpx;
+}
+
+.service-route-banner__title,
+.service-route-banner__typing {
+  font-size: 24rpx;
+}
+
+.service-route-banner__typing {
+  opacity: 0.68;
+}
+
+.service-route-banner__action {
+  margin: 0;
+  padding: 0 18rpx;
+  min-height: 46rpx;
+  border: 1px solid currentColor;
+  border-radius: 24rpx;
+  background: transparent;
+  color: inherit;
+  font-size: 23rpx;
+  line-height: 44rpx;
+}
+
+.service-route-banner__action::after {
+  border: 0;
+}
+
+.status-dot {
+  width: 12rpx;
+  height: 12rpx;
+  border-radius: 50%;
+  background: currentColor;
+}
+
+.message-scroll {
+  min-height: 0;
+  flex: 1;
+}
+
+.message-list {
+  box-sizing: border-box;
+  width: 100%;
+  max-width: 1440rpx;
+  min-height: 100%;
+  margin: 0 auto;
+  padding: 36rpx 0 34rpx;
+}
+
+.message-list-bottom {
+  height: 2rpx;
+}
+
+.virtual-list-spacer {
+  width: 100%;
+  pointer-events: none;
+}
+
+.virtual-message-row {
+  width: 100%;
+  contain: layout style;
+}
+
+.message-skeleton {
+  padding-top: 40rpx;
+}
+
+.skeleton-row {
+  display: flex;
+  padding: 18rpx 30rpx;
+}
+
+.skeleton-row--self {
+  justify-content: flex-end;
+}
+
+.skeleton-bubble {
+  width: 52%;
+  height: 92rpx;
+  border-radius: 20rpx;
+  background: #e8e8ed;
+  opacity: 0.75;
+}
+
+.history-button {
+  display: block;
+  min-height: 64rpx;
+  margin: 0 auto 20rpx;
+  padding: 0 24rpx;
+  border-radius: 32rpx;
+  background: transparent;
+  color: #5f6068;
+  font-size: 23rpx;
+  line-height: 64rpx;
+}
+
+.history-end {
+  display: block;
+  margin-bottom: 20rpx;
+  color: #777983;
+  font-size: 22rpx;
+  text-align: center;
+}
+
+.empty-state {
+  display: flex;
+  width: 100%;
+  max-width: 580rpx;
+  margin: 18vh auto 0;
+  align-items: center;
+  flex-direction: column;
+  padding: 0 30rpx;
+  text-align: center;
+}
+
+.empty-avatar {
+  width: 112rpx;
+  height: 112rpx;
+}
+
+.empty-title {
+  margin-top: 24rpx;
+  color: #1a1a1d;
+  font-size: 32rpx;
+  font-weight: 600;
+}
+
+.empty-copy {
+  margin-top: 12rpx;
+  color: #5f6068;
+  font-size: 26rpx;
+  line-height: 1.6;
+}
+
+.login-button {
+  min-width: 260rpx;
+  min-height: 76rpx;
+  margin-top: 30rpx;
+  padding: 0 34rpx;
+  border-radius: 38rpx;
+  background: #7934f6;
+  color: #fff;
+  font-size: 27rpx;
+  font-weight: 600;
+  line-height: 76rpx;
+}
+
+.new-message-button {
+  position: absolute;
+  right: 28rpx;
+  bottom: 190rpx;
+  z-index: 20;
+  min-height: 62rpx;
+  padding: 0 24rpx;
+  border-radius: 31rpx;
+  background: #7934f6;
+  color: #fff;
+  font-size: 23rpx;
+  line-height: 62rpx;
+  box-shadow: 0 4rpx 12rpx rgba(72, 33, 139, 0.22);
+}
+
+.composer-shell {
+  flex: 0 0 auto;
+  border-top: 0;
+  background: #f8f9fc;
+}
+
+.composer-shell--panel {
+  padding-bottom: 246rpx;
+}
+
+.composer-quote {
+  display: flex;
+  width: 100%;
+  box-sizing: border-box;
+  align-items: center;
+  gap: 16rpx;
+  padding: 14rpx 28rpx 4rpx;
+}
+
+.composer-quote__content {
+  display: flex;
+  min-width: 0;
+  flex: 1;
+  flex-direction: column;
+  gap: 4rpx;
+  padding: 12rpx 16rpx;
+  border-radius: 12rpx;
+  background: #eeeff4;
+}
+
+.composer-quote__title {
+  color: #5e3b9b;
+  font-size: 21rpx;
+  font-weight: 600;
+}
+
+.composer-quote__preview {
+  overflow: hidden;
+  color: #686970;
+  font-size: 22rpx;
+  line-height: 1.4;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.composer-quote__close {
+  display: flex;
+  width: 56rpx;
+  height: 56rpx;
+  flex: 0 0 56rpx;
+  align-items: center;
+  justify-content: center;
+  margin: 0;
+  padding: 0;
+  border-radius: 28rpx;
+  background: transparent;
+}
+
+.composer {
+  display: flex;
+  width: 100%;
+  box-sizing: border-box;
+  max-width: 1440rpx;
+  min-height: 112rpx;
+  margin: 0 auto;
+  align-items: center;
+  gap: 14rpx;
+  padding: 16rpx 24rpx;
+}
+
+.voice-recording-mask {
+  position: fixed;
+  inset: 0;
+  z-index: 120;
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  background: rgba(18, 18, 22, 0.12);
+  pointer-events: none;
+}
+
+.voice-recording-card {
+  display: flex;
+  width: 260rpx;
+  min-height: 244rpx;
+  box-sizing: border-box;
+  flex-direction: column;
+  align-items: center;
+  justify-content: center;
+  gap: 14rpx;
+  padding: 30rpx 24rpx;
+  border-radius: 24rpx;
+  background: rgba(35, 36, 42, 0.9);
+  color: #fff;
+}
+
+.voice-recording-mask--cancel .voice-recording-card {
+  background: rgba(190, 49, 49, 0.94);
+}
+
+.voice-recording-icon {
+  animation: recording-pulse 1s ease-in-out infinite;
+}
+
+.voice-recording-time {
+  font-size: 30rpx;
+  font-weight: 600;
+}
+
+.voice-recording-tip {
+  font-size: 24rpx;
+  line-height: 1.4;
+}
+
+@keyframes recording-pulse {
+  0%, 100% { opacity: 0.4; transform: scale(0.85); }
+  50% { opacity: 1; transform: scale(1); }
+}
+
+@media (prefers-reduced-motion: reduce) {
+  .voice-recording-icon { animation: none; }
+}
+
+.composer-icon-button,
+.send-button {
+  min-width: 66rpx;
+  height: 72rpx;
+  flex: 0 0 auto;
+  margin: 0;
+  padding: 0;
+  border-radius: 36rpx;
+  line-height: 72rpx;
+}
+
+.composer-icon-button {
+  display: flex;
+  align-items: center;
+  justify-content: center;
+  background: transparent;
+}
+
+.message-input {
+  box-sizing: border-box;
+  width: auto;
+  min-width: 0;
+  // uni-textarea applies min-height to its content box on H5. Keeping the
+  // content minimum at one text line prevents vertical padding being counted
+  // on top of a second 72rpx minimum.
+  min-height: 40rpx;
+  max-height: 176rpx;
+  flex: 1;
+  padding: 16rpx 24rpx;
+  border-radius: 18rpx;
+  background: #fff;
+  color: #1a1a1d;
+  font-size: 29rpx;
+  line-height: 40rpx;
+}
+
+.hold-to-talk-button {
+  box-sizing: border-box;
+  min-width: 0;
+  height: 72rpx;
+  flex: 1;
+  margin: 0;
+  padding: 0 24rpx;
+  border-radius: 18rpx;
+  background: #fff;
+  color: #292a31;
+  font-size: 29rpx;
+  font-weight: 600;
+  line-height: 72rpx;
+  user-select: none;
+}
+
+.hold-to-talk-button--active {
+  background: #e6e7eb;
+}
+
+.hold-to-talk-button--cancel {
+  background: #f7e5e5;
+  color: #a52e2e;
+}
+
+.message-input__placeholder {
+  color: #9d9ea5;
+}
+
+.send-button {
+  min-width: 104rpx;
+  padding: 0 20rpx;
+  background: #7934f6;
+  color: #fff;
+  font-size: 27rpx;
+  font-weight: 600;
+}
+
+.send-button[disabled] {
+  background: #d8d8de;
+  color: #70717a;
+}
+
+.composer-safe-area {
+  height: env(safe-area-inset-bottom);
+  background: #fff;
+}
+
+.panel-mask {
+  position: fixed;
+  inset: 0;
+  z-index: 80;
+  background: rgba(18, 18, 22, 0.38);
+}
+
+.action-panel,
+.picker-panel {
+  position: fixed;
+  right: 0;
+  bottom: 0;
+  left: 0;
+  z-index: 90;
+  border-radius: 0;
+  background: #f8f9fc;
+  padding-bottom: env(safe-area-inset-bottom);
+}
+
+.panel-header {
+  display: flex;
+  min-height: 96rpx;
+  align-items: center;
+  justify-content: space-between;
+  padding: 0 28rpx;
+  border-bottom: 1rpx solid #e7e7ec;
+}
+
+.panel-title {
+  color: #1a1a1d;
+  font-size: 30rpx;
+  font-weight: 600;
+}
+
+.panel-close {
+  min-width: 88rpx;
+  min-height: 64rpx;
+  margin-right: -14rpx;
+  padding: 0 14rpx;
+  background: transparent;
+  color: #5f6068;
+  font-size: 25rpx;
+  line-height: 64rpx;
+}
+
+.action-grid {
+  display: flex;
+  justify-content: space-between;
+  gap: 18rpx;
+  padding: 34rpx 28rpx 42rpx;
+}
+
+.action-item {
+  display: flex;
+  min-width: 140rpx;
+  min-height: 164rpx;
+  align-items: center;
+  flex-direction: column;
+  justify-content: center;
+  gap: 12rpx;
+  margin: 0;
+  padding: 0;
+  background: transparent;
+  color: #33343a;
+  font-size: 24rpx;
+}
+
+.action-icon {
+  display: flex;
+  width: 100rpx;
+  height: 100rpx;
+  align-items: center;
+  justify-content: center;
+  border-radius: 22rpx;
+  background: #fff;
+}
+
+.picker-panel {
+  max-height: 72vh;
+}
+
+.picker-list {
+  height: 58vh;
+}
+
+.picker-status {
+  padding: 120rpx 30rpx;
+  color: #5f6068;
+  font-size: 26rpx;
+  text-align: center;
+}
+
+.picker-item {
+  display: flex;
+  width: 100%;
+  min-height: 138rpx;
+  align-items: center;
+  gap: 18rpx;
+  margin: 0;
+  padding: 18rpx 28rpx;
+  border-bottom: 1rpx solid #ededf1;
+  border-radius: 0;
+  background: #fff;
+  text-align: left;
+}
+
+.picker-image {
+  width: 100rpx;
+  height: 100rpx;
+  flex: 0 0 100rpx;
+  border-radius: 14rpx;
+  background: #f0f0f3;
+}
+
+.picker-copy {
+  display: flex;
+  min-width: 0;
+  flex: 1;
+  flex-direction: column;
+  gap: 8rpx;
+}
+
+.picker-title,
+.picker-meta {
+  overflow: hidden;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.picker-title {
+  color: #1a1a1d;
+  font-size: 27rpx;
+  font-weight: 600;
+}
+
+.picker-meta {
+  color: #5f6068;
+  font-size: 23rpx;
+}
+
+.picker-action {
+  color: #7934f6;
+  font-size: 24rpx;
+  font-weight: 600;
+}
+
+@media (prefers-reduced-motion: reduce) {
+  .new-message-button {
+    transition: none;
+  }
+}
+
+.composer-icon-button::after,
+.send-button::after,
+.hold-to-talk-button::after,
+.composer-quote__close::after,
+.action-item::after,
+.history-button::after,
+.login-button::after,
+.new-message-button::after {
+  border: 0;
+}
+</style>
diff --git a/uni_modules/hashmall-customer-service/components/kefu-context-card/kefu-context-card.vue b/uni_modules/hashmall-customer-service/components/kefu-context-card/kefu-context-card.vue
new file mode 100644
index 0000000..b2f1122
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/components/kefu-context-card/kefu-context-card.vue
@@ -0,0 +1,129 @@
+<template>
+  <view class="context-card">
+    <image class="context-image" :src="image" mode="aspectFill" />
+    <view class="context-copy">
+      <text class="context-kind">{{ kindLabel }}</text>
+      <text class="context-title">{{ title }}</text>
+      <text class="context-meta">{{ meta }}</text>
+    </view>
+    <view class="context-actions">
+      <button class="context-send" :disabled="sending" @click="$emit('send')">{{ sending ? '发送中' : '发送' }}</button>
+      <button class="context-remove" @click="$emit('remove')">移除</button>
+    </view>
+  </view>
+</template>
+
+<script>
+export default {
+  name: 'CustomerServiceContextCard',
+  props: {
+    context: { type: Object, required: true },
+    sending: { type: Boolean, default: false }
+  },
+  emits: ['send', 'remove'],
+  computed: {
+    isProduct() {
+      return this.context.type === 'product'
+    },
+    kindLabel() {
+      return this.isProduct ? '待咨询商品' : '待咨询订单'
+    },
+    image() {
+      const data = this.context.data || {}
+      return data.goodsMainGraph || data.mainGraph || data.image || '/uni_modules/hashmall-customer-service/static/image-placeholder.png'
+    },
+    title() {
+      const data = this.context.data || {}
+      return data.goodsName || data.name || (this.isProduct ? '商品信息' : '订单信息')
+    },
+    meta() {
+      const data = this.context.data || {}
+      if (!this.isProduct) return data.orderNo || data.no || '点击发送订单信息'
+      const price = data.currentPrice || data.price
+      return price ? `¥${price}` : '点击发送商品信息'
+    }
+  }
+}
+</script>
+
+<style scoped lang="scss">
+.context-card {
+  display: flex;
+  align-items: center;
+  gap: 16rpx;
+  padding: 18rpx 24rpx;
+  border-top: 1rpx solid #e7e7ec;
+  background: #fff;
+}
+
+.context-image {
+  width: 92rpx;
+  height: 92rpx;
+  flex: 0 0 92rpx;
+  border-radius: 14rpx;
+  background: #f5f5f7;
+}
+
+.context-copy {
+  display: flex;
+  min-width: 0;
+  flex: 1;
+  flex-direction: column;
+}
+
+.context-kind {
+  color: #7934f6;
+  font-size: 21rpx;
+  font-weight: 600;
+}
+
+.context-title,
+.context-meta {
+  overflow: hidden;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.context-title {
+  margin-top: 4rpx;
+  color: #1a1a1d;
+  font-size: 26rpx;
+  font-weight: 600;
+}
+
+.context-meta {
+  margin-top: 4rpx;
+  color: #5f6068;
+  font-size: 22rpx;
+}
+
+.context-actions {
+  display: flex;
+  flex-direction: column;
+  gap: 4rpx;
+}
+
+.context-send,
+.context-remove {
+  min-width: 96rpx;
+  min-height: 52rpx;
+  padding: 0 14rpx;
+  border-radius: 26rpx;
+  font-size: 23rpx;
+  line-height: 52rpx;
+}
+
+.context-send {
+  background: #7934f6;
+  color: #fff;
+}
+
+.context-send[disabled] {
+  background: #c9b2f4;
+}
+
+.context-remove {
+  background: transparent;
+  color: #5f6068;
+}
+</style>
diff --git a/uni_modules/hashmall-customer-service/components/kefu-message-item/kefu-message-item.vue b/uni_modules/hashmall-customer-service/components/kefu-message-item/kefu-message-item.vue
new file mode 100644
index 0000000..0a22910
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/components/kefu-message-item/kefu-message-item.vue
@@ -0,0 +1,580 @@
+<template>
+  <view v-if="isRecalled" class="message-row message-row--recalled">
+    <text class="recall-notice">{{ isSelf ? '你撤回了一条消息' : '客服撤回了一条消息' }}</text>
+  </view>
+  <view v-else class="message-row" :class="{ 'message-row--self': isSelf }">
+    <view v-if="showTime || isSelf" class="message-meta" :class="{ 'message-meta--self': isSelf }">
+      <text>{{ displayName }}</text>
+      <text v-if="showTime">{{ formattedTime }}</text>
+    </view>
+    <view class="message-line" :class="{ 'message-line--self': isSelf }">
+      <image v-if="!isSelf" class="avatar" :src="avatar" mode="aspectFill" />
+      <view class="message-column">
+        <view
+          class="message-content"
+          :class="[isSelf ? 'message-content--self' : 'message-content--service', contentClass]"
+          @longpress.stop="openActions"
+          @contextmenu.prevent.stop="openActions"
+        >
+          <text v-if="normalizedType === contentType.TEXT" class="message-text" selectable>{{ message.content }}</text>
+          <image
+            v-else-if="normalizedType === contentType.IMAGE"
+            class="message-image"
+            :src="message.content"
+            mode="aspectFill"
+            @click="previewImage"
+            @load="$emit('layout-change', message)"
+            @error="$emit('layout-change', message)"
+          />
+          <view v-else-if="normalizedType === contentType.AUDIO" class="audio-block">
+            <button class="audio-message" @click.stop="toggleAudio">
+              <u-icon :name="audioPlaying ? 'pause-circle' : 'play-circle'" size="24" color="#7934f6" />
+              <text>{{ audioPlaying ? '正在播放' : '语音消息' }}</text>
+              <text class="audio-duration">{{ attachment.duration ? `${attachment.duration}″` : '' }}</text>
+            </button>
+            <text v-if="attachment.transcript" class="audio-transcript" selectable>{{ attachment.transcript }}</text>
+            <button v-else class="transcribe-button" :disabled="transcribing" @click.stop="$emit('transcribe', message)">
+              {{ transcribing ? '识别中…' : '转文字' }}
+            </button>
+          </view>
+          <button v-else-if="normalizedType === contentType.FILE" class="file-message" @click.stop="openFile">
+            <u-icon name="file-text" size="28" color="#7934f6" />
+            <view class="file-message__body">
+              <text class="file-message__name">{{ attachment.name || '聊天文件' }}</text>
+              <text class="file-message__meta">{{ formatFileSize(attachment.size) }}</text>
+            </view>
+          </button>
+          <view v-else-if="card" class="message-card" @click="openCard">
+            <image class="card-image" :src="card.image || fallbackImage" mode="aspectFill" />
+            <view class="card-body">
+              <text class="card-kind">{{ normalizedType === contentType.PRODUCT ? '咨询商品' : '咨询订单' }}</text>
+              <text class="card-title">{{ card.title }}</text>
+              <text class="card-meta">{{ card.meta }}</text>
+            </view>
+          </view>
+          <view v-else-if="quote" class="quote-message">
+            <view class="quote-source">
+              <text class="quote-source__name">{{ quote.senderName }}</text>
+              <text class="quote-source__content">{{ quote.preview }}</text>
+            </view>
+            <text class="message-text quote-message__text" selectable>{{ quote.text }}</text>
+          </view>
+          <text v-else class="message-text message-text--muted">暂不支持的消息类型</text>
+        </view>
+        <view v-if="isSelf" class="send-state">
+          <text v-if="message.sendStatus === 'sending'" class="send-state__loading">发送中</text>
+          <button v-else-if="message.sendStatus === 'failed'" class="retry-button" @click.stop="$emit('retry', message)">重新发送</button>
+          <text v-else>已发送</text>
+        </view>
+      </view>
+      <image v-if="isSelf" class="avatar" :src="avatar" mode="aspectFill" />
+    </view>
+  </view>
+</template>
+
+<script>
+import { CONTENT_TYPE } from '../../js_sdk/api.js'
+
+export default {
+  name: 'CustomerServiceMessageItem',
+  props: {
+    message: { type: Object, required: true },
+    showTime: { type: Boolean, default: false },
+    serviceAvatar: { type: String, default: '' },
+    memberAvatar: { type: String, default: '' },
+    memberName: { type: String, default: '' },
+    transcribing: { type: Boolean, default: false }
+  },
+  emits: ['retry', 'open-card', 'actions', 'transcribe', 'layout-change'],
+  data() {
+    return {
+      contentType: CONTENT_TYPE,
+      fallbackImage: '/uni_modules/hashmall-customer-service/static/image-placeholder.png',
+      audioPlaying: false,
+      audioContext: null
+    }
+  },
+  computed: {
+    isSelf() {
+      return Number(this.message.senderType) === 2
+    },
+    normalizedType() {
+      return Number(this.message.contentType)
+    },
+    isRecalled() {
+      return this.normalizedType === CONTENT_TYPE.RECALLED
+    },
+    avatar() {
+      if (this.isSelf) {
+        return this.memberAvatar || this.message.senderAvatar || 'https://static.tbmall.xin/static/avater_not.png'
+      }
+      return this.serviceAvatar || '/uni_modules/hashmall-customer-service/static/tb-service-avatar.png'
+    },
+    displayName() {
+      if (this.isSelf) return this.memberName || this.message.senderName || '我'
+      return this.message.senderName || '系统'
+    },
+    formattedTime() {
+      const raw = this.message.ctdate || this.message.createdAt || Date.now()
+      const value = Number(raw) < 100000000000 ? Number(raw) * 1000 : Number(raw)
+      const date = new Date(value)
+      const pad = number => String(number).padStart(2, '0')
+      return `${date.getFullYear()}-${pad(date.getMonth() + 1)}-${pad(date.getDate())} ${pad(date.getHours())}:${pad(date.getMinutes())}:${pad(date.getSeconds())}`
+    },
+    card() {
+      if (![CONTENT_TYPE.PRODUCT, CONTENT_TYPE.ORDER].includes(Number(this.message.contentType))) return null
+      try {
+        const data = typeof this.message.content === 'string' ? JSON.parse(this.message.content) : this.message.content
+        if (Number(this.message.contentType) === CONTENT_TYPE.PRODUCT) {
+          return {
+            data,
+            image: data.mainGraph || data.goodsMainGraph || data.image,
+            title: data.name || data.goodsName || '商品信息',
+            meta: data.price || data.currentPrice ? `¥${data.price || data.currentPrice}` : '查看商品详情'
+          }
+        }
+        return {
+          data,
+          image: data.mainGraph || data.goodsMainGraph || data.image,
+          title: data.goodsName || data.name || '订单信息',
+          meta: data.orderNo || data.no || '查看订单详情'
+        }
+      } catch (error) {
+        return null
+      }
+    },
+    attachment() {
+      if (![CONTENT_TYPE.FILE, CONTENT_TYPE.AUDIO].includes(this.normalizedType)) return {}
+      try {
+        const value = typeof this.message.content === 'string' ? JSON.parse(this.message.content) : this.message.content
+        return value && typeof value === 'object' ? value : { url: String(value || '') }
+      } catch (error) {
+        return { url: String(this.message.content || '') }
+      }
+    },
+    quote() {
+      if (this.normalizedType !== CONTENT_TYPE.QUOTE) return null
+      try {
+        const data = typeof this.message.content === 'string' ? JSON.parse(this.message.content) : this.message.content
+        const source = data.quote || {}
+        return {
+          text: String(data.text || ''),
+          senderName: source.senderName || '聊天消息',
+          preview: this.messagePreview(source)
+        }
+      } catch (error) {
+        return null
+      }
+    },
+    contentClass() {
+      if (this.normalizedType === CONTENT_TYPE.IMAGE) return 'message-content--image'
+      if ([CONTENT_TYPE.PRODUCT, CONTENT_TYPE.ORDER].includes(this.normalizedType)) return 'message-content--card'
+      if (this.normalizedType === CONTENT_TYPE.QUOTE) return 'message-content--quote'
+      return ''
+    }
+  },
+  beforeDestroy() {
+    this.destroyAudio()
+  },
+  beforeUnmount() {
+    this.destroyAudio()
+  },
+  methods: {
+    destroyAudio() {
+      if (this.audioContext) this.audioContext.destroy()
+      this.audioContext = null
+      this.audioPlaying = false
+    },
+    toggleAudio() {
+      if (!this.attachment.url) return
+      if (!this.audioContext) {
+        this.audioContext = uni.createInnerAudioContext()
+        this.audioContext.src = this.attachment.url
+        this.audioContext.onPlay(() => { this.audioPlaying = true })
+        this.audioContext.onPause(() => { this.audioPlaying = false })
+        this.audioContext.onStop(() => { this.audioPlaying = false })
+        this.audioContext.onEnded(() => { this.audioPlaying = false })
+        this.audioContext.onError(() => {
+          this.audioPlaying = false
+          uni.showToast({ title: '语音播放失败', icon: 'none' })
+        })
+      }
+      if (this.audioPlaying) this.audioContext.pause()
+      else this.audioContext.play()
+    },
+    openFile() {
+      if (!this.attachment.url) return
+      // #ifdef H5
+      window.open(this.attachment.url, '_blank', 'noopener')
+      // #endif
+      // #ifndef H5
+      uni.showLoading({ title: '正在打开文件' })
+      uni.downloadFile({
+        url: this.attachment.url,
+        success: result => uni.openDocument({ filePath: result.tempFilePath, showMenu: true, fail: () => uni.showToast({ title: '暂不支持打开该文件', icon: 'none' }) }),
+        fail: () => uni.showToast({ title: '文件下载失败', icon: 'none' }),
+        complete: () => uni.hideLoading()
+      })
+      // #endif
+    },
+    formatFileSize(size) {
+      const value = Number(size || 0)
+      if (!value) return '点击查看文件'
+      if (value < 1024 * 1024) return `${Math.max(1, Math.round(value / 1024))} KB`
+      return `${(value / 1024 / 1024).toFixed(1)} MB`
+    },
+    previewImage() {
+      uni.previewImage({ urls: [this.message.content], current: this.message.content })
+    },
+    openCard() {
+      if (this.card) this.$emit('open-card', { type: this.message.contentType, data: this.card.data })
+    },
+    openActions() {
+      this.$emit('actions', this.message)
+    },
+    messagePreview(source) {
+      const type = Number(source.contentType)
+      if (type === CONTENT_TYPE.IMAGE) return '[图片]'
+      if (type === CONTENT_TYPE.FILE) return '[文件]'
+      if (type === CONTENT_TYPE.AUDIO) return '[语音]'
+      if (type === CONTENT_TYPE.PRODUCT) return '[商品]'
+      if (type === CONTENT_TYPE.ORDER) return '[订单]'
+      if (type === CONTENT_TYPE.QUOTE) return '[引用消息]'
+      return String(source.content || '').slice(0, 80)
+    }
+  }
+}
+</script>
+
+<style scoped lang="scss">
+.message-row {
+  display: flex;
+  width: 100%;
+  box-sizing: border-box;
+  flex-direction: column;
+  padding: 16rpx 34rpx;
+}
+
+.message-row--self {
+  align-items: flex-end;
+}
+
+.message-row--recalled {
+  align-items: center;
+  padding-top: 8rpx;
+  padding-bottom: 8rpx;
+}
+
+.recall-notice {
+  padding: 8rpx 18rpx;
+  border-radius: 18rpx;
+  background: rgba(255, 255, 255, 0.72);
+  color: #85868e;
+  font-size: 22rpx;
+  line-height: 1.4;
+}
+
+.avatar {
+  width: 84rpx;
+  height: 84rpx;
+  flex: 0 0 84rpx;
+  border-radius: 18rpx;
+  background: #f2ebff;
+}
+
+.message-column {
+  display: flex;
+  max-width: 72%;
+  flex-direction: column;
+}
+
+.message-row--self .message-column {
+  align-items: flex-end;
+}
+
+.message-meta {
+  display: flex;
+  align-items: center;
+  gap: 12rpx;
+  margin-bottom: 12rpx;
+  color: #9d9ea5;
+  font-size: 25rpx;
+  line-height: 1.35;
+}
+
+.message-meta--self {
+  justify-content: flex-end;
+}
+
+.message-line {
+  display: flex;
+  width: 100%;
+  min-width: 0;
+  align-items: flex-start;
+  gap: 18rpx;
+}
+
+.message-line--self {
+  justify-content: flex-end;
+}
+
+.message-content {
+  overflow: hidden;
+  border-radius: 25rpx;
+}
+
+.message-content--service {
+  border: 0;
+  border-top-left-radius: 4rpx;
+  background: #fff;
+  color: #1a1a1d;
+}
+
+.message-content--self {
+  border-top-right-radius: 4rpx;
+  background: #f2ebff;
+  color: #17181d;
+}
+
+.message-text {
+  display: block;
+  padding: 22rpx 30rpx;
+  font-size: 29rpx;
+  line-height: 1.55;
+  overflow-wrap: anywhere;
+  word-break: break-word;
+}
+
+.message-text--muted {
+  color: #5f6068;
+}
+
+.message-content--image,
+.message-content--card {
+  border: 0;
+  background: transparent;
+}
+
+.message-content--quote {
+  min-width: 260rpx;
+}
+
+.quote-message {
+  display: flex;
+  flex-direction: column;
+}
+
+.quote-source {
+  display: flex;
+  min-width: 0;
+  flex-direction: column;
+  gap: 4rpx;
+  margin: 14rpx 18rpx 0;
+  padding: 12rpx 14rpx;
+  border-radius: 10rpx;
+  background: rgba(76, 55, 115, 0.08);
+  color: #686970;
+}
+
+.quote-source__name {
+  font-size: 21rpx;
+  font-weight: 600;
+}
+
+.quote-source__content {
+  overflow: hidden;
+  font-size: 22rpx;
+  line-height: 1.4;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.quote-message__text {
+  padding-top: 14rpx;
+}
+
+.message-image {
+  display: block;
+  width: 224rpx;
+  min-height: 224rpx;
+  max-height: 420rpx;
+  border: 18rpx solid #f2ebff;
+  border-radius: 24rpx;
+  background: #f2ebff;
+}
+
+.message-card {
+  display: flex;
+  width: 500rpx;
+  gap: 18rpx;
+  padding: 18rpx;
+  border: 1rpx solid #e7e7ec;
+  border-radius: 20rpx;
+  background: #fff;
+  color: #1a1a1d;
+}
+
+.card-image {
+  width: 120rpx;
+  height: 120rpx;
+  flex: 0 0 120rpx;
+  border-radius: 14rpx;
+  background: #f5f5f7;
+}
+
+.card-body {
+  display: flex;
+  min-width: 0;
+  flex: 1;
+  flex-direction: column;
+  justify-content: center;
+}
+
+.card-kind {
+  color: #7934f6;
+  font-size: 22rpx;
+  font-weight: 600;
+}
+
+.card-title {
+  display: -webkit-box;
+  overflow: hidden;
+  margin-top: 6rpx;
+  color: #1a1a1d;
+  font-size: 27rpx;
+  font-weight: 600;
+  line-height: 1.35;
+  -webkit-box-orient: vertical;
+  -webkit-line-clamp: 2;
+}
+
+.card-meta {
+  overflow: hidden;
+  margin-top: 6rpx;
+  color: #5f6068;
+  font-size: 23rpx;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.send-state {
+  min-height: 40rpx;
+  padding-top: 8rpx;
+  color: #9d9ea5;
+  font-size: 23rpx;
+  text-align: right;
+  white-space: nowrap;
+}
+
+.send-state__loading {
+  color: #777983;
+  font-size: 21rpx;
+}
+
+.retry-button {
+  min-height: 44rpx;
+  padding: 0 8rpx;
+  background: transparent;
+  color: #c93636;
+  font-size: 21rpx;
+  line-height: 44rpx;
+}
+
+.copy-button {
+  width: 50rpx;
+  height: 64rpx;
+  align-self: center;
+  margin: 0;
+  padding: 0;
+  background: transparent;
+  line-height: 64rpx;
+}
+
+.copy-button::after,
+.retry-button::after {
+  border: 0;
+}
+
+.audio-message,
+.file-message {
+  display: flex;
+  min-width: 220rpx;
+  align-items: center;
+  gap: 14rpx;
+  margin: 0;
+  padding: 4rpx 0;
+  background: transparent;
+  color: #27272c;
+  text-align: left;
+}
+
+.audio-message::after,
+.file-message::after {
+  border: 0;
+}
+
+.audio-duration {
+  margin-left: auto;
+  color: #777983;
+  font-size: 22rpx;
+}
+
+.audio-block {
+  display: flex;
+  min-width: 240rpx;
+  flex-direction: column;
+  gap: 10rpx;
+}
+
+.audio-transcript {
+  padding-top: 10rpx;
+  border-top: 1rpx solid rgba(121, 52, 246, 0.14);
+  color: #35343b;
+  font-size: 25rpx;
+  line-height: 1.55;
+  white-space: normal;
+}
+
+.transcribe-button {
+  align-self: flex-start;
+  margin: 0;
+  padding: 0;
+  background: transparent;
+  color: #6730d7;
+  font-size: 23rpx;
+  line-height: 34rpx;
+}
+
+.transcribe-button::after {
+  border: 0;
+}
+
+.transcribe-button[disabled] {
+  color: #8e8f96;
+}
+
+.file-message {
+  min-width: 360rpx;
+}
+
+.file-message__body {
+  display: flex;
+  min-width: 0;
+  flex: 1;
+  flex-direction: column;
+}
+
+.file-message__name {
+  overflow: hidden;
+  color: #27272c;
+  font-size: 26rpx;
+  text-overflow: ellipsis;
+  white-space: nowrap;
+}
+
+.file-message__meta {
+  margin-top: 4rpx;
+  color: #777983;
+  font-size: 21rpx;
+}
+</style>
diff --git a/uni_modules/hashmall-customer-service/docs/AI_CUSTOMER_SERVICE_PRODUCT_REQUIREMENTS.md b/uni_modules/hashmall-customer-service/docs/AI_CUSTOMER_SERVICE_PRODUCT_REQUIREMENTS.md
new file mode 100644
index 0000000..e992a85
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/docs/AI_CUSTOMER_SERVICE_PRODUCT_REQUIREMENTS.md
@@ -0,0 +1,517 @@
+# 信任桥商城 AI 智能客服产品需求文档
+
+> 文档版本：v1.0（评审稿）  
+> 编制日期：2026-07-17  
+> 适用范围：商城 H5、微信小程序、App、客服管理后台、客服后端  
+> 前置能力：现有客服会话、消息、文件、语音、商品/订单卡片、WebSocket
+
+## 1. 结论
+
+在现有客服系统中接入 AI 智能体可行，且不需要新建一套独立聊天系统。
+
+推荐采用“同一会话、后端路由、AI 优先、按需转人工”的模式：用户仍进入现有客服页面；用户消息先由后端客服路由服务接收。在 AI 服务状态下，消息交给 AI 智能体回答，不通知真实客服；当用户表达“人工客服、人工、真人、转人工”等明确意图，或 AI 服务发生异常时，会话切换为待人工状态，再通过现有 WebSocket 通知客服后台。
+
+AI 模型必须由商城后端调用，前端和小程序不得保存模型 API Key。模型供应商通过配置接入，首期可使用现有阿里云百炼/DashScope OpenAI 兼容接口，后续可替换模型而不改用户端。
+
+## 2. 项目背景
+
+目前客服系统已经具备：
+
+- 用户端和后台端实时聊天。
+- 文本、图片、文件、语音、商品、订单和引用消息。
+- 消息撤回、删除、已读和语音转文字。
+- WebSocket 心跳、断线重连和未读提醒。
+- 客服主动联系会员。
+- 后台查看会员、浏览商品和交易订单。
+
+当前所有用户消息都会进入人工客服工作台。业务量增长后，商品规则、物流时效、退换货流程等重复问题会占用大量人工坐席。本项目通过 AI 完成首轮接待，仅将确实需要人工处理的会话推送给真实客服。
+
+## 3. 产品目标
+
+### 3.1 核心目标
+
+1. 用户进入客服页后首先与 AI 智能客服交流。
+2. AI 能回答商城规则、商品、订单、物流和售后等常见问题。
+3. 用户明确要求人工时，立即停止 AI 自动回复并通知真实客服。
+4. 未触发人工的 AI 会话不进入人工待处理提醒，避免坐席被无效消息打扰。
+5. 转人工时自动向客服提供问题摘要、相关商品/订单和最近对话，减少重复询问。
+6. AI 故障时不阻断现有客服能力，可自动降级到人工客服。
+
+### 3.2 建议成功指标
+
+- AI 首次响应时间 P95 小于 5 秒。
+- 用户消息处理成功率不低于 99.9%。
+- 明确转人工意图识别召回率不低于 99%。
+- “不需要人工”等否定表达误转率低于 1%。
+- 人工接入后 AI 继续自动回复的并发事故为 0。
+- 首期 AI 独立解决率达到 30% 后再逐步扩大流量。
+
+### 3.3 本期不做
+
+- AI 自动退款、改价、取消订单等资金或订单写操作。
+- AI 代替人工作出赔付承诺。
+- AI 主动营销和批量外呼。
+- 多智能体协作编排。
+- 将用户隐私数据用于外部模型训练。
+
+## 4. 产品原则
+
+1. **AI 身份透明**：明确显示“AI 智能客服”，不能伪装成真人。
+2. **转人工随时可用**：用户可以输入关键词，也可以点击“转人工”按钮。
+3. **人工优先**：进入待人工或人工服务状态后，AI 立即停止业务回答。
+4. **事实来自系统**：订单、物流、价格等动态数据必须通过后端工具查询，禁止模型凭空编造。
+5. **最小数据传输**：只向模型发送回答当前问题所必需的信息。
+6. **可降级**：模型超时、限流或不可用时，客服系统仍能正常保存消息并转人工。
+
+## 5. 角色定义
+
+| 角色 | 说明 |
+| --- | --- |
+| 会员 | 商城已登录用户，使用本人头像和名称 |
+| AI 智能客服 | 默认首轮接待，使用 TB 客服头像并显示 AI 标识 |
+| 人工客服 | 后台坐席，可接管、回复、结束人工服务或交回 AI |
+| 客服管理员 | 配置 AI 开关、转人工规则、知识库、服务时间和数据报表 |
+
+## 6. 会话状态
+
+每个客服会话只能处于以下一种服务状态：
+
+| 状态 | 含义 | AI 是否回复 | 是否通知人工 |
+| --- | --- | --- | --- |
+| `AI_ACTIVE` | AI 正在接待 | 是 | 否 |
+| `HUMAN_PENDING` | 已申请人工，等待接入 | 否，仅发送一次系统提示 | 是 |
+| `HUMAN_ACTIVE` | 人工客服已接管 | 否 | 是 |
+| `CLOSED` | 本轮服务结束 | 否 | 否 |
+
+状态流转：
+
+```text
+进入客服 / 重新咨询
+        ↓
+    AI_ACTIVE
+     ├─ 普通咨询 → AI 回复 → AI_ACTIVE
+     ├─ 转人工意图 → HUMAN_PENDING → 客服接入 → HUMAN_ACTIVE
+     └─ AI 故障/高风险 → HUMAN_PENDING
+
+HUMAN_ACTIVE
+     ├─ 客服结束会话 → CLOSED
+     └─ 客服交回 AI → AI_ACTIVE
+```
+
+状态切换必须在后端事务中完成，不能仅靠前端控制。人工接入与 AI 回复并发时，以人工接入为最高优先级；AI 返回结果前必须再次检查会话状态，状态已改变则丢弃 AI 回复。
+
+## 7. 用户端需求
+
+### 7.1 首次进入
+
+页面标题保持“全媒体智能客服”，聊天区显示欢迎消息：
+
+> 您好，我是 AI 智能客服，可以帮您查询商品、订单、物流和售后问题。如需人工服务，请输入“人工客服”或点击“转人工”。
+
+AI 消息使用现有 TB 客服头像，并在名称旁显示“AI”标识。人工接入后名称和状态切换为实际客服名称或“人工客服”。
+
+### 7.2 AI 对话
+
+- 用户文本消息先保存，再异步交给 AI，避免模型失败导致消息丢失。
+- 等待回复时显示“AI 正在输入…”。
+- AI 回复按正常客服消息存储并通过 WebSocket 推送。
+- 单次回复建议控制在 300 字以内，复杂步骤使用短段落或编号。
+- 商品、订单类回答优先附带现有商品卡片或订单卡片。
+- AI 无法确认时明确说明，并引导用户补充信息或转人工。
+
+### 7.3 转人工
+
+支持两种入口：
+
+1. 用户输入明确转人工表达。
+2. 输入区“+”面板提供固定的“转人工”按钮。
+
+触发后立即显示：
+
+> 已为您通知人工客服，请稍候。等待期间您可以继续发送消息。
+
+进入 `HUMAN_PENDING` 后：
+
+- AI 不再回答业务问题。
+- 用户后续消息继续保存，并实时推送后台。
+- 重复输入“人工”不重复创建请求、不重复播放提醒音。
+- 客服接入后显示“人工客服已接入”。
+
+### 7.4 结束人工服务
+
+客服结束服务后显示系统消息：
+
+> 本次人工服务已结束，如有其他问题可以继续咨询 AI 智能客服。
+
+用户再次发送消息时，可以创建新一轮 `AI_ACTIVE` 服务。
+
+## 8. 转人工识别规则
+
+### 8.1 P0 规则
+
+首期采用“规则优先 + 意图识别补充”的方式，不能只使用简单的字符串包含判断。
+
+默认正向词库：
+
+- 人工
+- 人工客服
+- 转人工
+- 找人工
+- 真人
+- 真人客服
+- 客服人员
+- 找个人
+- 让客服联系我
+- 我要投诉
+
+支持同音、空格、标点和常见变体，例如“人 工”“转一下人工”“找真人聊”“人工！”。词库必须支持后台配置，修改后无需重新发布前端。
+
+### 8.2 否定表达
+
+以下表达不能触发转人工：
+
+- 不需要人工
+- 不用转人工
+- 先不用真人
+- AI 就可以
+- 机器人回答就行
+
+判断顺序：文本标准化 → 否定规则 → 明确转人工规则 → 可选语义意图识别。转人工检测由后端完成，前端检测只能用于交互加速，不能作为最终依据。
+
+### 8.3 系统自动转人工
+
+除用户主动要求外，以下系统异常必须自动转人工，避免用户卡死：
+
+- AI 请求连续两次超时或失败。
+- AI 返回内容被安全审核拦截。
+- 当前问题涉及退款争议、投诉、账户安全且 AI 无法给出确定流程。
+- AI 连续两轮判断“无法回答”。
+
+系统自动转人工时，`transferReason` 必须记录具体原因。此类规则可在后台单独开关。
+
+## 9. 人工客服后台需求
+
+### 9.1 会话分组
+
+后台会话列表增加：
+
+- **待人工**：`HUMAN_PENDING`，默认置顶并显示红点、提醒音。
+- **服务中**：`HUMAN_ACTIVE`。
+- **AI 会话**：`AI_ACTIVE`，默认不提醒，仅供查看和质检。
+- **已结束**：`CLOSED`。
+
+只有进入 `HUMAN_PENDING` 的会话产生新人工任务提醒。AI 正常问答不增加人工未读数量，不播放提醒音。
+
+### 9.2 待人工卡片
+
+会话列表至少显示：
+
+- 用户头像、名称、用户 ID。
+- 等待时长。
+- 转人工原因。
+- 最近一条用户消息。
+- 是否携带商品或订单。
+
+### 9.3 人工接管
+
+客服点击“接入”后：
+
+1. 后端原子地将状态改为 `HUMAN_ACTIVE` 并绑定客服 ID。
+2. 其他客服看到“已由某某接入”，不能重复接入。
+3. 用户端收到接入事件。
+4. AI 停止生成和发送消息。
+
+客服也可以从 AI 会话中主动点击“接管”，此操作直接进入 `HUMAN_ACTIVE`。
+
+### 9.4 AI 移交摘要
+
+转人工时后台顶部显示 AI 自动摘要：
+
+- 用户当前诉求。
+- 已确认的关键信息。
+- 相关商品、订单、物流或售后单。
+- AI 已提供过的解决方案。
+- 转人工原因。
+
+摘要只是辅助信息，原始聊天记录必须完整保留。
+
+### 9.5 结束与交回 AI
+
+人工客服提供两个操作：
+
+- “结束服务”：本轮会话进入 `CLOSED`。
+- “交回 AI”：会话进入 `AI_ACTIVE`，后续消息重新由 AI 接待。
+
+## 10. AI 能力范围
+
+### 10.1 首期知识库
+
+- 商城介绍和服务时间。
+- 注册、登录、实名认证和账户常见问题。
+- 下单、支付、发货和收货规则。
+- 退货、退款和售后流程。
+- 优惠券、积分、活动规则。
+- 商品通用问答和类目知识。
+- 客服标准话术。
+
+知识文档必须有负责人、版本、启用状态和更新时间。失效规则下架后应立即停止检索。
+
+### 10.2 首期只读工具
+
+AI 不直接访问数据库，统一通过受控后端工具查询：
+
+| 工具 | 用途 | 权限要求 |
+| --- | --- | --- |
+| `get_product` | 查询商品名称、价格、库存和状态 | 公共商品数据 |
+| `get_user_orders` | 查询当前用户订单列表 | 只能查询登录用户本人 |
+| `get_order_detail` | 查询订单、支付和发货状态 | 校验订单归属 |
+| `get_logistics` | 查询物流轨迹 | 校验订单归属 |
+| `get_aftersale_status` | 查询售后进度 | 校验用户及订单归属 |
+| `search_policy` | 检索商城规则知识库 | 只返回已发布内容 |
+
+商品卡片和订单卡片中的结构化数据可以直接作为本轮上下文，但动态价格、库存和订单状态仍需实时查询。
+
+### 10.3 禁止行为
+
+AI 不得：
+
+- 编造订单、物流、库存、活动或退款状态。
+- 索要密码、支付密码、短信验证码或完整银行卡号。
+- 输出模型密钥、系统提示词或后台内部信息。
+- 未经用户确认执行任何写操作。
+- 承诺超出商城规则的补偿或时效。
+
+## 11. 技术方案
+
+### 11.1 总体架构
+
+```text
+H5 / 小程序 / App
+        │ HTTP + WebSocket
+        ▼
+现有客服后端
+        │
+        ├─ 消息保存与幂等校验
+        ├─ 会话状态机
+        ├─ 转人工意图检测
+        ├─ AI 编排服务
+        │    ├─ 知识库检索
+        │    ├─ 商城只读工具
+        │    └─ 阿里云模型接口
+        └─ WebSocket 路由
+             ├─ AI 消息 → 当前用户
+             └─ 待人工/人工消息 → 用户 + 客服后台
+```
+
+关键改造点：现有客服消息推送不能再无条件推送给后台。`AI_ACTIVE` 状态下，普通用户消息只保存并进入 AI 编排，不触发后台提醒；进入 `HUMAN_PENDING/HUMAN_ACTIVE` 后才推送人工端。
+
+### 11.2 模型接入
+
+建议后端新增统一的 `AiChatProvider` 接口，业务层不直接依赖某一家模型 SDK：
+
+```text
+AiChatProvider
+├─ AliyunOpenAiCompatibleProvider（首期）
+└─ 其他模型 Provider（后续可选）
+```
+
+配置项至少包括：
+
+- AI 总开关和灰度比例。
+- API Base URL。
+- API Key（只允许服务器环境变量或密钥管理服务保存）。
+- 模型名称。
+- 请求超时、最大重试次数、最大上下文长度。
+- 系统提示词版本和知识库版本。
+
+严禁将 API Key 写入 Git、前端 `.env`、小程序代码或消息内容。日志中也必须脱敏。
+
+### 11.3 上下文策略
+
+每次模型请求建议包含：
+
+- 固定系统规则。
+- 最近 10 至 20 条有效消息。
+- 当前会话摘要。
+- 用户主动发送的商品/订单上下文。
+- 经权限校验后的工具查询结果。
+- 知识库命中片段及版本。
+
+长会话通过摘要压缩，不能无限携带全部历史消息。撤回或仅本地删除的消息需要按现有业务规则决定是否进入 AI 上下文。
+
+### 11.4 并发与幂等
+
+- 每条用户消息使用唯一请求 ID。
+- 同一会话的 AI 任务串行处理，避免回复顺序错乱。
+- AI 返回前再次检查会话状态和任务版本。
+- WebSocket 重复推送不得造成重复消息。
+- 转人工状态切换使用数据库条件更新或分布式锁，避免多客服同时接入。
+
+## 12. 数据设计建议
+
+### 12.1 会话扩展字段
+
+| 字段 | 类型 | 说明 |
+| --- | --- | --- |
+| `service_mode` | varchar | `AI_ACTIVE/HUMAN_PENDING/HUMAN_ACTIVE/CLOSED` |
+| `assigned_admin_id` | bigint | 当前接入客服 ID |
+| `transfer_reason` | varchar | 用户主动、AI 超时、无法回答等 |
+| `transfer_time` | datetime | 进入待人工时间 |
+| `ai_session_id` | varchar | 模型侧会话标识，可为空 |
+| `ai_summary` | text | 移交摘要 |
+| `ai_prompt_version` | varchar | 提示词版本 |
+| `state_version` | int | 状态并发控制版本 |
+
+### 12.2 消息扩展建议
+
+现有 `senderType` 建议增加 AI 类型，例如：
+
+- `1`：人工客服。
+- `2`：会员。
+- `3`：AI 智能客服。
+- `4`：系统事件。
+
+AI 调用明细建议单独建表，不把大量调试信息塞入消息正文：请求 ID、模型、耗时、Token 用量、知识命中、工具调用、结果状态、错误码和提示词版本。
+
+## 13. 接口建议
+
+可复用现有发送和消息查询接口，并新增以下能力：
+
+| 接口 | 方法 | 说明 |
+| --- | --- | --- |
+| `/kefu/user/transfer-human` | POST | 用户主动申请人工，幂等 |
+| `/kefu/conversation/takeover` | POST | 客服接管会话 |
+| `/kefu/conversation/return-ai` | POST | 客服交回 AI |
+| `/kefu/conversation/close-service` | POST | 结束本轮服务 |
+| `/kefu/ai/config` | GET/PUT | AI 和转人工规则配置 |
+| `/kefu/ai/knowledge/*` | CRUD | 知识文档管理 |
+| `/kefu/ai/records` | GET | AI 调用和质检记录 |
+
+建议新增 WebSocket 事件：
+
+| 事件 | 接收端 | 说明 |
+| --- | --- | --- |
+| `kefu_ai_typing` | 用户端 | AI 正在生成回复 |
+| `kefu_transfer_requested` | 后台 | 新的待人工任务 |
+| `kefu_human_joined` | 用户端、后台 | 人工已接入 |
+| `kefu_returned_to_ai` | 用户端、后台 | 已交回 AI |
+| `kefu_service_closed` | 用户端、后台 | 本轮服务结束 |
+
+## 14. 后台配置
+
+客服管理后台增加“AI 客服设置”：
+
+- AI 总开关。
+- 灰度用户比例和商户范围。
+- 模型地址、模型名称和连通性测试。
+- 转人工关键词、否定词和系统自动转人工规则。
+- 欢迎语、等待语、离线语。
+- 人工服务时间和超时提醒。
+- 知识库文档管理。
+- AI 会话抽检、错误记录和效果报表。
+
+API Key 只支持重新设置，页面不得回显完整值。
+
+## 15. 异常与降级
+
+| 场景 | 处理方式 |
+| --- | --- |
+| 模型单次超时 | 重试一次，期间保留“正在输入”状态 |
+| 连续失败两次 | 转 `HUMAN_PENDING` 并通知人工 |
+| 模型限流 | 短暂排队；超过阈值转人工 |
+| 知识库不可用 | 仅回答可确认问题，否则转人工 |
+| WebSocket 断开 | 现有自动重连；消息通过历史接口补齐 |
+| 人工均不在线 | 告知已留言和服务时间，保留待处理任务 |
+| AI 总开关关闭 | 新消息直接按现有人工客服流程处理 |
+
+## 16. 安全与合规
+
+- 模型调用由后端完成，所有工具调用必须复用登录身份和数据权限。
+- 订单、地址、手机号等敏感信息按回答需要最小化传输并脱敏。
+- 用户输入、模型输出和工具结果进行安全审查。
+- 保存模型调用审计记录，支持按会话追溯。
+- 用户删除本人聊天记录不等于删除平台审计记录，具体保留周期需由公司隐私政策确定。
+- 测试环境和生产环境使用不同密钥、知识库和日志配置。
+
+## 17. 埋点与报表
+
+建议统计：
+
+- AI 会话数、AI 消息数、平均响应时间。
+- AI 独立解决率。
+- 转人工率和各转人工原因占比。
+- 关键词触发率、否定词拦截率、误转人工率。
+- 人工首次响应时间和平均等待时间。
+- 模型错误率、超时率和 Token 成本。
+- 知识库命中率、未命中问题排行。
+- 用户“有帮助/没帮助”评价。
+
+## 18. 验收标准
+
+### 18.1 AI 接待
+
+- 新会话默认进入 `AI_ACTIVE`。
+- 普通问题由 AI 回复，后台不产生人工提醒和人工未读数。
+- AI 消息正确显示 AI 身份、头像、时间和消息状态。
+- 商品和订单问题能使用真实结构化数据回答。
+
+### 18.2 转人工
+
+- 输入“人工客服、人工、真人、转人工”等表达后 1 秒内进入待人工状态。
+- 输入“不需要人工、先不用真人”等否定表达不转人工。
+- 转人工后 AI 不再发送业务回复。
+- 后台只产生一次待人工提醒，并显示原因和等待时长。
+- 一名客服接入后，其他客服不能重复接入。
+- 用户端及时显示人工已接入。
+
+### 18.3 异常
+
+- 模型超时或不可用时消息不丢失。
+- 达到失败阈值后自动转人工。
+- WebSocket 重连后不重复显示 AI 消息。
+- 关闭 AI 开关后现有人工客服功能完整可用。
+
+### 18.4 跨端
+
+- H5、微信小程序和 App 核心状态、消息和转人工行为一致。
+- 小程序前端包内不存在模型 API Key。
+- 切后台、弱网和网络恢复后会话状态正确。
+
+## 19. 分阶段实施
+
+### 阶段一：基础路由与转人工
+
+- 增加会话状态机。
+- 接入一个后端 AI Provider。
+- 实现关键词、否定词和固定转人工按钮。
+- 后台增加待人工分组、接入和结束服务。
+- AI 暂只回答通用知识库问题。
+
+### 阶段二：商城数据工具
+
+- 接入商品、订单、物流和售后只读工具。
+- 增加移交摘要。
+- 增加知识库管理、调用日志和基础报表。
+
+### 阶段三：灰度和优化
+
+- 先内部账号和测试环境验证。
+- 生产环境按 10% → 30% → 50% → 100% 灰度。
+- 根据未命中问题和误转案例优化词库、知识库和提示词。
+- 达到稳定指标后再评估有限的写操作能力。
+
+## 20. 开发工作量判断
+
+本项目难度为中等。聊天 UI、消息持久化和 WebSocket 已经具备，主要工作不在重新开发聊天页面，而在后端增加会话状态机、AI 编排、推送路由和后台待人工工作流。
+
+推荐开发顺序：
+
+1. 会话状态和消息发送方扩展。
+2. 转人工规则与后台提醒路由。
+3. AI Provider 和基础问答。
+4. 后台接入/结束/交回 AI。
+5. 商品、订单等只读工具。
+6. 知识库、摘要、日志、报表与灰度。
+
+首期应优先保证转人工可靠和 AI 可随时关闭，再逐步提高 AI 回答能力。
+
diff --git a/uni_modules/hashmall-customer-service/docs/DESIGN.md b/uni_modules/hashmall-customer-service/docs/DESIGN.md
new file mode 100644
index 0000000..88fd3f4
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/docs/DESIGN.md
@@ -0,0 +1,82 @@
+# Design System
+
+## Overview
+
+HashMall 客服前台采用轻量、克制的移动产品界面。用户在商城浏览或订单处理过程中进入，因此页面应像商城内部的原生工具，而不是独立活动页。默认使用浅色主题，消息阅读区保持低干扰。
+
+## Color
+
+- Brand primary: `#7934F6`
+- Brand pressed: `#6426D8`
+- Brand soft: `#F2EBFF`
+- Page background: `#F5F5F7`
+- Surface: `#FFFFFF`
+- Primary text: `#1A1A1D`
+- Secondary text: `#5F6068`
+- Muted text: `#777983`
+- Divider: `#E7E7EC`
+- Success: `#168A5B`
+- Warning: `#A45A00`
+- Error: `#C93636`
+
+品牌色只用于主按钮、本人消息气泡、焦点和少量状态标识。客服消息使用白色表面和清晰正文色。
+
+## Typography
+
+使用平台系统无衬线字体。H5 优先 `-apple-system, BlinkMacSystemFont, "Segoe UI", sans-serif`，小程序沿用系统字体。
+
+- Page title: 17px / 600
+- Section or state title: 16px / 600
+- Message body: 15px / 400, line-height 1.55
+- Supporting text: 13px / 400
+- Caption and timestamp: 12px / 400
+
+消息正文允许换行和长字符串断行，不使用装饰性字体。
+
+## Layout
+
+- 页面采用纵向三段结构：状态/导航、可滚动消息区、固定输入区。
+- 内容宽度在桌面 H5 最大 720px，移动端占满视口。
+- 页面横向安全间距 16px，气泡最大宽度约 76%。
+- 使用 4、8、12、16、24px 的间距节奏。
+- 输入区适配底部安全区和软键盘，不用固定像素高度锁死页面。
+
+## Components
+
+### Message bubble
+
+- 本人消息：紫色实底、白字，圆角 14px，右上角保留较小圆角以区分方向。
+- 客服消息：白色实底、深色文字，可使用 1px 中性边界，不叠加宽阴影。
+- 气泡内文本可选中；URL、图片、卡片按明确组件渲染。
+
+### Composer
+
+- 白色表面与顶部细分隔线。
+- 文本输入框使用中性浅灰背景，圆角 12px。
+- 图片与更多操作使用至少 44px 的触控区。
+- 发送按钮使用品牌色；空文本时为明确禁用状态。
+
+### Context card
+
+- 商品或订单上下文在输入区上方单层展示。
+- 使用缩略图、两行标题和一组关键元数据，不嵌套卡片。
+- 提供“发送”与“移除”两个清晰动作。
+
+### Status feedback
+
+- 连接中、离线、轮询中显示在顶部状态条，状态文字与图标同时变化。
+- 发送失败在对应消息旁展示“重新发送”，不使用全屏弹窗。
+- 首屏使用消息骨架，空状态提供简短欢迎语和可执行提示。
+
+## Motion
+
+- 状态切换和新消息定位使用 150 至 220ms 的 ease-out。
+- 不做页面入场编排或弹跳动画。
+- 系统启用减少动态效果时取消非必要过渡。
+
+## Responsive and platform behavior
+
+- H5 与微信小程序均使用 uni-app 原生组件。
+- Socket 使用 `uni.connectSocket`，图片使用 `uni.chooseMedia`/兼容接口和 `uni.previewImage`。
+- H5 处理 `100dvh` 与 iOS 软键盘；小程序处理 `safe-area-inset-bottom`、导航栏和 `cursor-spacing`。
+- 不使用浏览器全局 `WebSocket`、DOM 文件选择器或 iframe 作为核心能力。
diff --git a/uni_modules/hashmall-customer-service/docs/INTEGRATION.md b/uni_modules/hashmall-customer-service/docs/INTEGRATION.md
new file mode 100644
index 0000000..d3b5a6c
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/docs/INTEGRATION.md
@@ -0,0 +1,88 @@
+# 接入 HashMall 商城
+
+独立项目验证完成后，将 `src/pages/customer-service`、`src/components/customer-service`、`src/api`、`src/services`、`src/config`、`src/adapters` 和客服静态资源合入商城工程。
+
+## 1. 注册页面
+
+建议在商城 `pages.json` 中将客服页放入分包：
+
+```json
+{
+  "root": "pages/customer_service_package",
+  "pages": [
+    {
+      "path": "chat/chat",
+      "style": {
+        "navigationBarTitleText": "在线客服",
+        "navigationBarBackgroundColor": "#FFFFFF",
+        "navigationBarTextStyle": "black"
+      }
+    }
+  ]
+}
+```
+
+合入分包时需要同步调整 `hashmall.js` 中的 `CHAT_ROUTE` 和页面内 `@/` 引用路径。
+
+## 2. 初始化商城适配
+
+商城启动后设置登录页。应用级 Authorization 应由商城现有配置注入，不要复制到客服源码或提交 Git。
+
+```js
+configureHashMallIntegration({
+  loginPage: '/pages/login_package/login/login',
+  appAuthorization: Authorization
+})
+```
+
+客服请求会继续读取商城已有的：
+
+- Token：`fcc-token`
+- 用户缓存：`fcc-user-data`
+- 用户详情接口：`/user/getUserInfo`
+
+## 3. “我的”页入口
+
+把当前客服电话弹窗或第三方客服跳转替换为：
+
+```js
+openCustomerService()
+```
+
+## 4. 商品详情入口
+
+```js
+openProductConsultation({
+  goodsId: goods.id,
+  goodsName: goods.name,
+  goodsMainGraph: goods.mainGraph,
+  currentPrice: goods.currentPrice
+})
+```
+
+页面只把该对象作为待发送预览。正式发送前后端仍需按 `goodsId` 校验并补齐可信商品信息。
+
+## 5. 订单入口
+
+```js
+openOrderConsultation({
+  id: order.id,
+  orderNo: order.orderNo,
+  goodsName: order.goodsName,
+  goodsMainGraph: order.goodsMainGraph,
+  payAmount: order.payAmount
+})
+```
+
+正式发送前后端必须校验订单归属当前登录用户。
+
+## 6. 小程序配置
+
+微信公众平台需要配置测试或正式环境的：
+
+- request 合法域名
+- socket 合法域名
+- uploadFile 合法域名
+- downloadFile 合法域名
+
+测试环境 API 为 `https://api.o.tbmall.xin`，Socket 使用对应的 `wss://api.o.tbmall.xin`。
diff --git a/uni_modules/hashmall-customer-service/docs/PRODUCT.md b/uni_modules/hashmall-customer-service/docs/PRODUCT.md
new file mode 100644
index 0000000..44410dc
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/docs/PRODUCT.md
@@ -0,0 +1,37 @@
+# Product
+
+## Register
+
+product
+
+## Users
+
+HashMall 已登录会员在浏览商品、查看订单或使用个人中心时，通过 H5 或微信小程序联系平台客服。用户通常带着明确问题进入，需要快速恢复历史会话、提供商品或订单上下文，并在弱网或切换应用后继续沟通。
+
+## Product Purpose
+
+提供 HashMall 自有的跨端客服聊天体验，替代电话号码弹窗和第三方 iframe 客服。产品需要可靠完成文本、图片、商品卡片和订单卡片的双向消息收发，复用现有后台客服工作台，并保证用户身份、会话归属与消息恢复正确。
+
+## Brand Personality
+
+清晰、可靠、克制。界面延续商城现有紫色品牌识别，但客服工具的重点是阅读和处理消息，品牌色只用于关键动作、本人消息和连接状态，不用于大面积装饰。
+
+## Anti-references
+
+- 不做第三方网页嵌套式客服，不使用 iframe 作为核心界面。
+- 不模仿社交应用的娱乐化皮肤、夸张气泡或装饰动画。
+- 不使用大面积渐变、玻璃拟态、过度圆角和层层卡片。
+- 不把网络错误、发送失败和登录失效隐藏在无反馈的加载状态中。
+- 不依赖仅在浏览器存在的 API，避免 H5 可用而小程序失效。
+
+## Design Principles
+
+1. 消息优先：视觉层级首先服务于消息阅读、输入和状态判断。
+2. 失败可恢复：每个网络动作都有明确状态，草稿、失败消息和断线消息能够恢复。
+3. 上下文由用户确认：商品和订单信息先展示，再由用户主动发送。
+4. 跨端一致，遵循平台：业务能力一致，键盘、导航、图片选择和返回行为遵循终端习惯。
+5. 身份来自可信登录态：页面参数只描述咨询场景，不决定用户身份或数据权限。
+
+## Accessibility & Inclusion
+
+以 WCAG 2.1 AA 为基线。正文和状态文字保持足够对比度；连接、失败和已读状态不只依赖颜色；触控区域不小于 44px；支持系统减少动态效果；消息内容允许系统字体缩放，并兼顾长文本、无图片和慢网用户。
diff --git a/uni_modules/hashmall-customer-service/docs/PRODUCT_REQUIREMENTS.md b/uni_modules/hashmall-customer-service/docs/PRODUCT_REQUIREMENTS.md
new file mode 100644
index 0000000..5e98e44
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/docs/PRODUCT_REQUIREMENTS.md
@@ -0,0 +1,506 @@
+# HashMall 前台客服系统产品需求文档
+
+> 文档状态：已确认插件化方案，进入开发  
+> 文档版本：v0.2  
+> 编制日期：2026-07-16  
+> 插件目录：`frontend-web/uni_modules/hashmall-customer-service/`  
+> 目标终端：H5、微信小程序，结构上兼容后续 App 接入
+
+## 1. 文档目的
+
+本文档定义 HashMall 商城前台客服系统的产品范围、用户流程、交互要求、接口依赖、跨端兼容、安全前置条件和验收标准。
+
+客服前台以 `uni_modules` 插件形式直接内嵌现有 `frontend-web` 商城工程，复用宿主登录态、请求封装、页面生命周期和构建流程；不创建、部署或运行独立客服前端服务。
+
+## 2. 项目背景
+
+HashMall 已经完成客服系统的主要后端能力和管理后台客服工作台，商城前台目前仍使用第三方 H5 客服页面或电话号码弹窗，没有接入自有客服会话。
+
+现有前台客服入口包括：
+
+- “我的”页服务工具中的“联系客服”。
+- 商品详情页的客服入口。
+- 订单列表或订单详情中的售后咨询入口。
+- 现有 `pages/rwa_package/setting/kefu.vue` 通过 `iframe` 加载第三方客服 H5。
+
+微信小程序不能沿用当前 `iframe` 方案；即使改用小程序 `web-view`，也会受业务域名、登录态透传、返回导航和页面体验限制。因此新客服前台应采用 uni-app 原生页面与组件实现，不依赖 iframe。
+
+## 3. 现状梳理
+
+### 3.1 已完成的后端能力
+
+当前 `backend/JST-ERP` 分支已经包含：
+
+- 客服会话、客服消息、商品浏览历史数据表和 DAO。
+- 用户发送消息、查询历史消息、查询浏览记录、查询订单、记录商品浏览等接口。
+- 后台会话列表、会话详情、置顶、删除、消息发送和已读接口。
+- `/ws/kefu` 与 `/api/ws/kefu` WebSocket 端点。
+- 新消息、会话变化、已读状态变化的实时推送。
+- 文本、图片、商品卡片和订单卡片四种消息类型。
+
+### 3.2 已完成的管理后台能力
+
+当前管理后台已经包含：
+
+- 会话列表、置顶、删除、未读数量。
+- 客服与会员聊天区。
+- 文本、表情和图片消息。
+- 会员资料、最近浏览和交易订单侧栏。
+- WebSocket 实时刷新与断线重连。
+- 图片上传后发送可访问 URL。
+
+### 3.3 前台现状与缺口
+
+当前商城前台：
+
+- 没有自有客服聊天页。
+- “我的”页客服入口主要弹出电话联系方式。
+- 部分入口跳转到第三方 H5 客服页面。
+- 没有复用自有客服消息接口。
+- 没有接入自有客服 WebSocket。
+- 没有发送商品卡片、订单卡片的完整流程。
+- 没有客服消息发送状态、失败重试、断线恢复和历史消息分页体验。
+- 商品详情页尚未统一接入客服浏览记录上报。
+
+## 4. 产品目标
+
+### 4.1 核心目标
+
+1. 用户能够从商城关键场景进入自有客服聊天页。
+2. 用户与后台客服能够实时收发消息并查看历史记录。
+3. H5 与微信小程序保持一致的核心功能和主要视觉体验。
+4. 用户可以携带商品或订单上下文发起咨询，减少描述成本。
+5. 网络异常、切后台、WebSocket 断开时不丢消息，并能自动恢复。
+6. 用户只能访问本人的会话和消息，不能通过修改参数读取他人数据。
+
+### 4.2 成功指标
+
+首期上线后建议关注：
+
+- 客服入口点击至聊天页成功率不低于 99.5%。
+- 文本消息发送成功率不低于 99.9%。
+- 在线情况下新消息端到端可见时间 P95 不超过 2 秒。
+- WebSocket 断线后 10 秒内自动恢复率不低于 99%。
+- 由商品或订单场景进入时，上下文卡片发送率可被埋点统计。
+- 因身份错误导致的跨用户数据访问事件为 0。
+
+## 5. 用户与使用场景
+
+### 5.1 用户角色
+
+- 已登录会员：使用全部客服能力。
+- 未登录访客：可看客服说明；发起聊天时必须先登录。
+- 后台客服：使用现有管理后台接收和回复消息，不属于本项目前台开发范围。
+
+首期不支持匿名访客会话，避免设备身份、会话合并和隐私归属问题。
+
+### 5.2 主要场景
+
+1. 通用咨询：用户从“我的 → 联系客服”进入聊天页。
+2. 商品咨询：用户从商品详情进入，页面展示待咨询商品，可一键发送商品卡片。
+3. 订单咨询：用户从订单详情或售后场景进入，可一键发送订单卡片。
+4. 历史追问：用户再次进入客服页，继续原有会话并查看历史消息。
+5. 客服回复：页面打开时实时收到；页面关闭后，后续可扩展消息角标或订阅消息提醒。
+
+## 6. 产品范围
+
+### 6.1 P0：首期必须完成
+
+- 登录校验与当前用户识别。
+- 单一客服会话的创建或恢复。
+- 历史消息加载和向上翻页。
+- 文本消息发送与接收。
+- 图片选择、压缩、上传、发送与预览。
+- WebSocket 连接、心跳、断线重连。
+- WebSocket 不可用时 3 至 5 秒轮询兜底。
+- 发送中、发送成功、发送失败状态。
+- 失败消息手动重试，防止重复发送。
+- 商品上下文卡片发送。
+- 订单上下文卡片发送。
+- H5 与微信小程序兼容。
+- 空状态、加载状态、错误状态和网络状态提示。
+- 基础埋点和错误日志。
+
+### 6.2 P1：建议紧随首期
+
+- 表情面板。
+- 从聊天页主动选择最近浏览商品。
+- 从聊天页主动选择历史订单。
+- 用户侧未读数量与已读回执。
+- “客服正在输入”状态。
+- 客服在线状态和服务时间提示。
+- 小程序订阅消息或站内消息提醒。
+
+### 6.3 本期不做
+
+- 语音、视频和实时音视频通话。
+- 多客服技能组、智能分配和排队系统。
+- 机器人客服和知识库问答。
+- 消息撤回、引用回复、群聊。
+- 客服评价、投诉工单和 SLA 统计。
+- 独立访客身份体系。
+
+## 7. 信息架构
+
+独立前台客服项目建议规划以下产品模块：
+
+```text
+客服聊天页
+├─ 顶部导航与连接状态
+├─ 服务时间/系统公告
+├─ 历史消息区
+│  ├─ 文本消息
+│  ├─ 图片消息
+│  ├─ 商品卡片
+│  ├─ 订单卡片
+│  └─ 时间分隔与状态提示
+├─ 场景上下文提示条
+├─ 消息输入区
+│  ├─ 文本输入
+│  ├─ 图片选择
+│  ├─ 表情入口（P1）
+│  └─ 更多功能
+├─ 商品选择面板（P1）
+├─ 订单选择面板（P1）
+└─ 图片预览
+```
+
+建议正式接入商城后的页面路由为：
+
+```text
+/pages/customer-service/chat
+```
+
+建议作为分包页面注册，避免客服资源增加商城主包体积。
+
+## 8. 核心用户流程
+
+### 8.1 进入客服页
+
+1. 用户点击客服入口。
+2. 系统检查商城登录态。
+3. 未登录时跳转登录页，并记录客服目标页及场景参数。
+4. 登录成功后返回客服页。
+5. 页面从可信登录态获取当前用户，不从 URL 接收用户 ID。
+6. 加载最近一页历史消息和会话信息。
+7. 建立 WebSocket 并发送心跳。
+8. 若入口携带商品或订单上下文，在输入区上方展示待发送卡片，不自动发送。
+
+### 8.2 发送文本消息
+
+1. 用户输入内容，空白内容不能发送。
+2. 前端生成本地消息 ID，立即在消息区展示“发送中”。
+3. 调用发送接口。
+4. 成功后用服务端消息 ID 替换本地状态。
+5. 失败后显示失败标识，点击可重试。
+6. 重试必须复用幂等键，避免网络超时导致重复消息。
+
+### 8.3 发送图片消息
+
+1. 用户从相册选择图片或在 H5 选择本地文件。
+2. 校验格式、大小与数量。
+3. 客户端在支持的终端压缩长边和质量。
+4. 先上传到现有文件服务，获得 HTTPS 图片 URL。
+5. 再发送 `contentType=2` 的客服消息。
+6. 上传或发送失败时允许重试。
+7. 首期每次最多选择 1 张，单张原图建议不超过 10 MB，压缩后建议不超过 2 MB。
+
+禁止把大图片 Base64 长期写入 `kefu_message.content`。
+
+### 8.4 发送商品卡片
+
+1. 从商品详情进入时携带 `goodsId`，不得在 URL 携带完整商品价格等可篡改展示数据。
+2. 客服页通过商品接口获取最新商品信息。
+3. 用户点击“发送商品”后发送 `contentType=10`。
+4. 卡片至少展示商品主图、名称、规格或价格、商品状态。
+5. 点击卡片返回商品详情；商品下架时显示“商品已失效”。
+
+### 8.5 发送订单卡片
+
+1. 从订单场景进入时携带 `orderId`。
+2. 客服页通过有权限校验的订单接口获取当前用户的订单摘要。
+3. 用户确认后发送 `contentType=11`。
+4. 卡片至少展示商品主图、商品名称、订单号、金额和订单状态。
+5. 用户只能发送归属于自己的订单。
+
+### 8.6 实时消息与恢复
+
+1. WebSocket 收到 `kefu_message_type` 后按消息 ID 去重并插入列表。
+2. 收到 `kefu_conversation_change` 后更新会话摘要。
+3. 收到 `kefu_message_read_status_change` 后更新已读状态。
+4. 每 25 至 30 秒发送一次 `ping`，收到 `pong` 视为连接存活。
+5. 断线按 2、4、8、15、30 秒退避重连，最大间隔 30 秒。
+6. 应用切到前台时立即检查连接，并拉取断线期间的新消息。
+7. WebSocket 连续失败后启用 3 至 5 秒轮询；恢复连接后停止轮询。
+
+## 9. 页面与交互要求
+
+### 9.1 顶部区域
+
+- 标题默认“在线客服”。
+- 可展示“在线”“连接中”“网络异常”等连接状态。
+- 服务时间由配置返回，不在前端硬编码。
+- 微信小程序使用原生导航栏或自定义导航栏时必须适配安全区。
+
+### 9.2 消息列表
+
+- 客服消息居左，会员消息居右。
+- 连续消息按时间间隔展示时间分隔，建议超过 5 分钟显示一次。
+- 首次进入滚动到最新消息。
+- 用户主动向上滚动时，新消息到达不得强制抢夺滚动位置，应显示“有新消息”按钮。
+- 向上触顶加载更早消息，并保持加载前后的视觉位置。
+- 文本必须换行并防止超长字符串撑破布局。
+- 图片支持缩略图、加载占位、失败占位和全屏预览。
+- 商品、订单卡片需要结构化解析失败兜底，不能因单条脏数据导致整页报错。
+
+### 9.3 输入区
+
+- 支持多行输入，最多显示 4 行后内部滚动。
+- 文本长度上限首期建议 1000 字，与后端最终限制保持一致。
+- 发送按钮仅在有有效内容时可用。
+- 微信小程序需适配键盘顶起、底部安全区和 `cursor-spacing`。
+- H5 需兼容 iOS Safari 软键盘造成的可视区域变化。
+- 页面销毁时停止计时器、轮询和 Socket，防止重复连接。
+
+### 9.4 状态反馈
+
+- 首屏加载：骨架或明确加载状态。
+- 无历史消息：欢迎语及常见咨询提示。
+- 发送中：消息旁显示加载状态。
+- 发送失败：红色失败标识与重试入口。
+- 网络离线：顶部非阻塞提示，不清空输入内容。
+- 登录失效：保存未发送草稿，重新登录后恢复。
+
+## 10. 跨端兼容要求
+
+| 能力 | H5 | 微信小程序 | 产品要求 |
+|---|---|---|---|
+| 页面实现 | uni-app 原生页面 | uni-app 原生页面 | 不使用 iframe 承载核心聊天 |
+| 网络请求 | `uni.request` | `uni.request` | API 域名必须配置 HTTPS |
+| WebSocket | `uni.connectSocket` | `uni.connectSocket` | 不直接依赖浏览器 `WebSocket` 全局对象 |
+| 图片选择 | H5 文件选择 | `uni.chooseMedia`/兼容接口 | 统一封装并限制大小 |
+| 图片上传 | `uni.uploadFile` | `uni.uploadFile` | 上传域名加入小程序合法域名 |
+| 图片预览 | `uni.previewImage` | `uni.previewImage` | 行为保持一致 |
+| 键盘适配 | iOS/Android 浏览器 | 微信键盘与安全区 | 真机验收 |
+| 返回行为 | 浏览器/uni 路由 | 小程序页面栈 | 从登录返回时恢复上下文 |
+| 域名要求 | HTTPS/WSS | request/socket/upload 合法域名 | 发布前配置完成 |
+
+微信小程序发布前必须在平台后台配置：
+
+- `request` 合法域名。
+- `socket` 合法域名。
+- `uploadFile` 合法域名。
+- `downloadFile` 合法域名（如图片预览需要）。
+
+测试环境建议使用 `https://api.o.tbmall.xin` 和对应 `wss` 地址；正式环境使用正式 API 域名。域名必须由环境配置注入，不允许散落硬编码。
+
+## 11. 当前接口依赖
+
+### 11.1 用户消息接口
+
+| 功能 | 方法 | 当前路径 |
+|---|---|---|
+| 发送消息 | POST | `/kefu/user/send` |
+| 查询会话和消息 | GET | `/kefu/user/messages` |
+| 最近浏览 | GET | `/kefu/user/browse-history` |
+| 交易订单 | GET | `/kefu/user/orders` |
+| 记录商品浏览 | POST | `/kefu/user/browse-record` |
+
+后端同时提供部分兼容路径，但新前台只使用一套规范路径，避免后续维护重复接口。
+
+### 11.2 WebSocket
+
+- 端点：`/ws/kefu` 或代理路径 `/api/ws/kefu`。
+- 当前会员连接参数：`userType=member`、`userId`、`mchId`、`conversationId`。
+- 心跳输入：字符串 `ping`。
+- 心跳响应：`{"type":"pong"}`。
+
+当前事件类型：
+
+| 事件 | 说明 |
+|---|---|
+| `kefu_connected` | 连接建立成功 |
+| `kefu_message_type` | 新客服消息 |
+| `kefu_conversation_change` | 会话信息变化 |
+| `kefu_message_read_status_change` | 消息已读状态变化 |
+
+### 11.3 消息类型
+
+| `contentType` | 类型 | `content` 建议格式 |
+|---:|---|---|
+| 1 | 文本 | UTF-8 字符串 |
+| 2 | 图片 | HTTPS 图片 URL |
+| 10 | 商品卡片 | 版本化 JSON |
+| 11 | 订单卡片 | 版本化 JSON |
+
+商品和订单卡片建议增加 `schemaVersion`，并定义稳定字段，避免前后台各自猜测 JSON 结构。
+
+## 12. 上线前后端必须补强项
+
+以下问题不影响原型演示，但属于正式开发和上线的前置条件。
+
+### 12.1 身份与数据权限（阻断上线）
+
+当前用户接口允许客户端直接传 `userId`，且接口描述为免后台登录；WebSocket 也直接信任查询参数中的 `userId`。这会产生读取他人消息、订单或浏览记录的风险。
+
+上线前必须：
+
+1. 用户接口强制校验商城 `HSM-AUTH` 登录态。
+2. 后端从认证上下文取得会员 ID，忽略客户端提交的 `userId`。
+3. 会话、订单、浏览记录均按认证用户和商户双重校验。
+4. WebSocket 握手必须校验短期 token 或商城登录 token，并由服务端解析用户身份。
+5. 禁止仅通过 `userType=member&userId=...` 建立会员连接。
+6. 限制允许来源，正式环境不应保持 `AllowedOriginPatterns("*")`。
+
+### 12.2 历史消息分页（阻断完整体验）
+
+当前消息按 ID 正序分页，直接请求第一页可能得到最早的 80 条而不是最新消息。需要提供以下任一方案：
+
+- 游标分页：`beforeMessageId` + `limit`，默认返回最新一页。
+- 倒序查询最新消息，返回前端后再按时间正序展示。
+
+接口还应支持断线补偿参数 `afterMessageId`，只拉取最后已知消息之后的数据。
+
+### 12.3 幂等与消息状态
+
+发送接口建议新增：
+
+- `clientMessageId`：客户端生成且在用户维度唯一。
+- 服务端唯一索引或幂等检查。
+- 统一 `createdAt` 服务端时间。
+- 明确发送失败错误码。
+
+### 12.4 用户侧已读
+
+当前 `readStatus` 主要表达后台是否已读会员消息，不能完整表达会员是否已读客服回复。若 P1 要展示用户未读角标，需要新增用户侧未读数或双向已读字段及接口。
+
+### 12.5 内容安全与限制
+
+- 后端校验允许的 `contentType`。
+- 文本长度限制并过滤危险 HTML，前端不得使用未净化的 `v-html`。
+- 图片 URL 只允许可信 CDN/OSS 域名。
+- 商品、订单卡片必须由服务端校验归属和关键展示信息。
+- 按用户和 IP 做发送频率限制。
+- 对恶意内容、重复刷屏和超大请求保留审计日志。
+
+## 13. 前台项目技术边界
+
+插件实现遵循：
+
+- 技术栈与商城统一采用 uni-app，避免维护两套终端代码。
+- 客服核心逻辑封装在 `hashmall-customer-service` 组件中，由商城客服页直接承载。
+- 请求层复用商城 `HSM-AUTH` 与统一错误处理。
+- Socket 层使用 `uni.connectSocket` 封装单例连接。
+- 不在组件内硬编码 API、WSS、用户 ID、商户 ID 或客服号码。
+- H5 与小程序平台差异通过条件编译或适配器隔离。
+- 公共请求、认证和上传能力直接复用宿主工程；平台差异由插件内部适配。
+
+插件代码目录结构：
+
+```text
+frontend-web/uni_modules/hashmall-customer-service/
+├─ components/
+│  ├─ hashmall-customer-service/
+│  ├─ kefu-message-item/
+│  └─ kefu-context-card/
+├─ js_sdk/
+│  ├─ api.js
+│  └─ kefu-socket.js
+├─ static/
+├─ docs/
+├─ package.json
+└─ readme.md
+```
+
+## 14. 埋点与可观测性
+
+建议埋点：
+
+- `customer_service_entry_click`：入口与场景来源。
+- `customer_service_page_view`：页面打开成功。
+- `customer_service_ws_connected`：连接耗时与重连次数。
+- `customer_service_message_send`：消息类型、结果、耗时，不记录正文。
+- `customer_service_card_send`：商品或订单卡片发送。
+- `customer_service_history_load`：分页结果与耗时。
+- `customer_service_error`：接口、Socket、解析、上传错误码。
+
+日志和埋点不得记录 token、完整消息正文、订单隐私信息和图片内容。
+
+## 15. 验收标准
+
+### 15.1 功能验收
+
+- 已登录用户能从“我的”、商品、订单三个场景进入客服页。
+- 未登录用户被引导登录，登录后能返回原咨询场景。
+- 首次进入能创建或恢复会话，并展示最新历史消息。
+- 文本消息双向实时送达。
+- 图片可选择、上传、发送、接收和预览。
+- 商品和订单卡片可发送、正确展示并跳回相应详情。
+- 发送失败可重试，网络超时不会生成重复消息。
+- 向上滚动能连续加载更早消息且无重复、无跳动。
+- WebSocket 断开后自动重连，断线消息能够补齐。
+- WebSocket 不可用时轮询兜底可继续收取消息。
+- 页面重复进入退出不会产生多个 Socket 或重复轮询。
+
+### 15.2 安全验收
+
+- 修改 URL、请求体或 Socket 参数不能访问其他会员数据。
+- 失效 token 无法查询和发送消息。
+- 用户不能发送不属于自己的订单卡片。
+- 用户不能伪造商品关键字段欺骗后台客服。
+- 非法消息类型、超长文本、非可信图片 URL 被后端拒绝。
+
+### 15.3 兼容验收
+
+- 微信开发者工具基础功能通过。
+- 至少一台 iOS 微信真机和一台 Android 微信真机通过。
+- iOS Safari 与 Android Chrome H5 通过。
+- 键盘弹起、图片选择、后台切换、弱网和断网恢复通过。
+- 小程序合法域名配置完整，正式包无“域名不合法”错误。
+
+## 16. 实施阶段建议
+
+### 阶段 A：接口收口与安全改造
+
+- 用户接口改为从 token 获取用户身份。
+- WebSocket 增加认证。
+- 消息分页改为最新页/游标模式。
+- 增加发送幂等字段。
+- 固化商品、订单卡片协议。
+
+### 阶段 B：独立前台客服 MVP
+
+- 完成登录适配、聊天页、文本、图片、历史消息。
+- 完成 WebSocket、心跳、重连、轮询兜底。
+- 在 H5 和微信小程序独立联调。
+
+### 阶段 C：商城场景接入
+
+- 替换“我的”页电话弹窗和第三方客服 H5。
+- 接入商品详情与订单详情上下文。
+- 商品详情统一上报浏览记录。
+- 完成小程序分包与合法域名配置。
+
+### 阶段 D：灰度与上线
+
+- 测试环境全链路验收。
+- 小范围用户灰度。
+- 观察连接率、发送成功率和错误率。
+- 达标后全量替换旧客服入口。
+
+## 17. 待产品与研发确认
+
+1. 首期是否只支持平台客服，还是区分平台客服、云仓客服和商家客服。
+2. 客服服务时间、非工作时间欢迎语及联系电话由谁配置。
+3. 商品和订单卡片是否纳入 P0。
+4. 是否需要用户侧消息未读角标和小程序订阅消息。
+5. 图片上传沿用哪个现有接口及 OSS/CDN 域名。
+6. 客服聊天记录保留期限和用户侧是否允许删除。
+7. 旧第三方客服系统是一次性替换，还是保留灰度开关。
+8. 独立项目最终以分包、源码模块还是私有组件包的方式并入商城。
+
+## 18. 结论
+
+现有后端与管理后台已经具备客服前台 MVP 所需的大部分业务基础，前台开发的主要工作集中在跨端聊天体验、可靠消息状态、Socket 生命周期和商城场景接入。
+
+正式编码前应优先完成用户身份校验、WebSocket 鉴权和历史消息分页三项后端收口。否则即使前台页面能够运行，也不满足正式上线的数据安全和完整体验要求。
diff --git a/uni_modules/hashmall-customer-service/js_sdk/api.js b/uni_modules/hashmall-customer-service/js_sdk/api.js
new file mode 100644
index 0000000..e379240
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/js_sdk/api.js
@@ -0,0 +1,222 @@
+import request from '@/utils/request.js'
+import { BASE_URL, KEFU_BASE_URL, Authorization } from '@/utils/config.js'
+import { getStorageFun, TOKEN_NAME } from '@/utils/auth.js'
+
+export const CONTENT_TYPE = Object.freeze({
+  TEXT: 1,
+  IMAGE: 2,
+  FILE: 3,
+  AUDIO: 4,
+  PRODUCT: 10,
+  ORDER: 11,
+  QUOTE: 12,
+  RECALLED: 99
+})
+
+function kefuRequest({ url, method = 'GET', data = {} }) {
+  const token = getStorageFun(TOKEN_NAME)
+  return new Promise((resolve, reject) => {
+    uni.request({
+      url: `${KEFU_BASE_URL}${url}`,
+      method,
+      data,
+      header: {
+        Authorization,
+        'HSM-AUTH': token || '',
+        'content-type': 'application/json'
+      },
+      success: response => {
+        const body = response.data || {}
+        if (response.statusCode >= 200 && response.statusCode < 300 && body.bizcode === 100) {
+          resolve(body)
+          return
+        }
+        const error = new Error(body.msg || `客服接口请求失败（${response.statusCode}）`)
+        error.statusCode = response.statusCode
+        error.response = body
+        reject(error)
+      },
+      fail: error => reject(new Error(error.errMsg || '客服接口连接失败'))
+    })
+  })
+}
+
+export function getCurrentMember() {
+  return request({ url: '/user/getUserInfo', method: 'get', isShowLoading: false }).then(result => result.data)
+}
+
+export function getMessages({ userId, conversationId, page = 1, pageSize = 80 }) {
+  return kefuRequest({
+    url: '/kefu/user/messages',
+    method: 'get',
+    data: { userId, conversationId, page, pageSize }
+  }).then(result => result.data || {})
+}
+
+export function sendMessage(data) {
+  return kefuRequest({
+    url: '/kefu/user/send',
+    method: 'post',
+    data
+  }).then(result => result.data)
+}
+
+export function transferToHuman({ userId, conversationId, reason = '用户点击转人工' }) {
+  return kefuRequest({
+    url: '/kefu/user/transfer-human',
+    method: 'post',
+    data: { userId, conversationId, reason }
+  }).then(result => result.data)
+}
+
+export function recallMessage({ userId, messageId }) {
+  const data = { userId, messageId }
+  return kefuRequest({
+    url: '/kefu/user/message/recall',
+    method: 'post',
+    data
+  }).catch(error => {
+    if (!error || error.statusCode !== 404) throw error
+    return kefuRequest({ url: '/kefu/user/recall', method: 'post', data })
+  })
+    .then(result => result.data)
+}
+
+export function deleteMessageForMember({ userId, messageId }) {
+  return kefuRequest({
+    url: '/kefu/user/message/delete',
+    method: 'post',
+    data: { userId, messageId }
+  }).then(result => result.data)
+}
+
+export function transcribeMessage({ userId, messageId }) {
+  return kefuRequest({
+    url: '/kefu/user/message/transcribe',
+    method: 'post',
+    data: { userId, messageId }
+  }).then(result => result.data)
+}
+
+export function getUnreadCount(userId) {
+  return kefuRequest({
+    url: '/kefu/user/unread-count',
+    method: 'get',
+    data: { userId }
+  }).then(result => Number(result.data || 0))
+}
+
+export function markMemberMessagesRead({ userId, conversationId }) {
+  return kefuRequest({
+    url: '/kefu/user/read',
+    method: 'post',
+    data: { userId, conversationId }
+  }).then(result => result.data)
+}
+
+export function getBrowseHistory({ userId, page = 1, pageSize = 10 }) {
+  return kefuRequest({
+    url: '/kefu/user/browse-history',
+    method: 'get',
+    data: { userId, page, pageSize }
+  }).then(result => result.data)
+}
+
+export function getOrders({ userId, page = 1, pageSize = 10 }) {
+  return kefuRequest({
+    url: '/kefu/user/orders',
+    method: 'get',
+    data: { userId, page, pageSize }
+  }).then(result => result.data)
+}
+
+export function uploadMessageImage(filePath) {
+  const token = getStorageFun(TOKEN_NAME)
+  return new Promise((resolve, reject) => {
+    uni.uploadFile({
+      url: `${BASE_URL}/common/upload/image`,
+      filePath,
+      name: 'file',
+      formData: { type: 'COMMON' },
+      header: {
+        Authorization,
+        'HSM-AUTH': token || ''
+      },
+      success: response => {
+        try {
+          const body = typeof response.data === 'string' ? JSON.parse(response.data) : response.data
+          if (!body || body.bizcode !== 100) throw new Error((body && body.msg) || '图片上传失败')
+          const data = body.data || {}
+          const url = data.accessUrl || data.dbUrl || data.url || data.fileUrl || data.path
+          if (!url) throw new Error('图片上传后未返回访问地址')
+          resolve(url)
+        } catch (error) {
+          reject(error)
+        }
+      },
+      fail: error => reject(new Error(error.errMsg || '图片上传失败'))
+    })
+  })
+}
+
+function resolveUploadResult(response, fallbackMessage) {
+  const body = typeof response.data === 'string' ? JSON.parse(response.data) : response.data
+  if (!body || body.bizcode !== 100) throw new Error((body && body.msg) || fallbackMessage)
+  const data = body.data || {}
+  const url = data.accessUrl || data.dbUrl || data.url || data.fileUrl || data.path
+  if (!url) throw new Error('上传成功但未返回访问地址')
+  return url
+}
+
+export function uploadMessageAsset(source, kind = 'file') {
+  const token = getStorageFun(TOKEN_NAME)
+  const endpoints = [...new Set([
+    `${String(KEFU_BASE_URL).replace(/\/$/, '')}/kefu/user/upload/${kind}`,
+    `${String(BASE_URL).replace(/\/$/, '')}/common/upload/${kind}`
+  ])]
+  // #ifdef H5
+  if (typeof Blob !== 'undefined' && source instanceof Blob) {
+    const formData = new FormData()
+    formData.append('file', source, source.name || `${kind}-${Date.now()}`)
+    return (async () => {
+      let lastError = null
+      for (const endpoint of endpoints) {
+        const response = await fetch(endpoint, {
+          method: 'POST',
+          headers: { Authorization, 'HSM-AUTH': token || '' },
+          body: formData
+        })
+        if (response.status === 404) {
+          lastError = new Error(`${kind === 'audio' ? '语音' : '文件'}上传接口不存在`)
+          continue
+        }
+        return resolveUploadResult({ data: await response.text() }, `${kind === 'audio' ? '语音' : '文件'}上传失败`)
+      }
+      throw lastError || new Error(`${kind === 'audio' ? '语音' : '文件'}上传失败`)
+    })()
+  }
+  // #endif
+  const filePath = typeof source === 'string' ? source : (source.tempFilePath || source.path)
+  return new Promise((resolve, reject) => {
+    const uploadAt = index => {
+      uni.uploadFile({
+        url: endpoints[index],
+        filePath,
+        name: 'file',
+        header: { Authorization, 'HSM-AUTH': token || '' },
+        success: response => {
+          if (Number(response.statusCode) === 404 && index + 1 < endpoints.length) {
+            uploadAt(index + 1)
+            return
+          }
+          try { resolve(resolveUploadResult(response, `${kind === 'audio' ? '语音' : '文件'}上传失败`)) } catch (error) { reject(error) }
+        },
+        fail: error => reject(new Error(error.errMsg || `${kind === 'audio' ? '语音' : '文件'}上传失败`))
+      })
+    }
+    uploadAt(0)
+  })
+}
+
+export const uploadMessageFile = source => uploadMessageAsset(source, 'file')
+export const uploadMessageAudio = source => uploadMessageAsset(source, 'audio')
diff --git a/uni_modules/hashmall-customer-service/js_sdk/kefu-socket.js b/uni_modules/hashmall-customer-service/js_sdk/kefu-socket.js
new file mode 100644
index 0000000..f09c18b
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/js_sdk/kefu-socket.js
@@ -0,0 +1,168 @@
+import { KEFU_BASE_URL } from '@/utils/config.js'
+
+const RECONNECT_DELAYS = [2000, 4000, 8000, 15000, 30000]
+
+function getSocketBaseUrl() {
+  const override = uni.getStorageSync('kefu-socket-base-url')
+  let baseUrl = String(override || KEFU_BASE_URL).replace(/\/+$/, '')
+  // H5 本地环境的客服地址是相对路径 /api，WebSocket 必须使用完整的 ws:// URL。
+  if (baseUrl.startsWith('/') && typeof window !== 'undefined' && window.location) {
+    baseUrl = `${window.location.origin}${baseUrl}`
+  }
+  return baseUrl.replace(/^http:/, 'ws:').replace(/^https:/, 'wss:')
+}
+
+export class KefuSocket {
+  constructor(options = {}) {
+    this.options = options
+    this.socketTask = null
+    this.connectionParams = null
+    this.manualClose = false
+    this.networkOnline = true
+    this.reconnectCount = 0
+    this.reconnectTimer = null
+    this.heartbeatTimer = null
+    this.networkListener = status => this.handleNetworkChange(status)
+    this.browserOnlineListener = () => this.handleNetworkChange({ isConnected: true })
+    this.browserOfflineListener = () => this.handleNetworkChange({ isConnected: false })
+    this.bindNetworkListeners()
+  }
+
+  connect(params = {}) {
+    this.connectionParams = { ...params }
+    const { userId, mchId = 1002, conversationId } = this.connectionParams
+    if (!userId || this.manualClose || this.socketTask || !this.networkOnline) return
+
+    this.options.onStatus && this.options.onStatus('connecting')
+    const query = [
+      'userType=member',
+      `userId=${encodeURIComponent(userId)}`,
+      `mchId=${encodeURIComponent(mchId || 1002)}`,
+      conversationId ? `conversationId=${encodeURIComponent(conversationId)}` : ''
+    ].filter(Boolean).join('&')
+
+    const task = uni.connectSocket({
+      url: `${getSocketBaseUrl()}/ws/kefu?${query}`,
+      complete: () => {}
+    })
+    this.socketTask = task
+
+    task.onOpen(() => {
+      if (this.socketTask !== task) return
+      this.reconnectCount = 0
+      this.options.onStatus && this.options.onStatus('online')
+      this.startHeartbeat(task)
+    })
+    task.onMessage(event => {
+      if (this.socketTask === task) this.handleMessage(event.data)
+    })
+    task.onError(() => this.handleDisconnect(task))
+    task.onClose(() => this.handleDisconnect(task))
+  }
+
+  handleMessage(raw) {
+    let event = raw
+    if (typeof raw === 'string') {
+      try {
+        event = JSON.parse(raw)
+      } catch (error) {
+        return
+      }
+    }
+    if (event && event.type === 'pong') return
+    this.options.onEvent && this.options.onEvent(event)
+  }
+
+  startHeartbeat(task) {
+    this.stopHeartbeat()
+    this.heartbeatTimer = setInterval(() => {
+      if (this.socketTask !== task) return
+      task.send({ data: 'ping', fail: () => this.handleDisconnect(task) })
+    }, 25000)
+  }
+
+  handleDisconnect(task) {
+    if (task && this.socketTask !== task) return
+    this.stopHeartbeat()
+    this.socketTask = null
+    if (this.manualClose) return
+    this.options.onStatus && this.options.onStatus('offline')
+    this.scheduleReconnect()
+  }
+
+  scheduleReconnect() {
+    if (this.manualClose || this.reconnectTimer || !this.connectionParams || !this.networkOnline) return
+    const delay = RECONNECT_DELAYS[Math.min(this.reconnectCount, RECONNECT_DELAYS.length - 1)]
+    this.reconnectCount += 1
+    this.reconnectTimer = setTimeout(() => {
+      this.reconnectTimer = null
+      this.options.onReconnect && this.options.onReconnect(this.reconnectCount)
+      this.connect(this.connectionParams)
+    }, delay)
+  }
+
+  reconnectNow() {
+    if (this.manualClose || this.socketTask || !this.connectionParams || !this.networkOnline) return
+    if (this.reconnectTimer) clearTimeout(this.reconnectTimer)
+    this.reconnectTimer = null
+    this.connect(this.connectionParams)
+  }
+
+  handleNetworkChange(status = {}) {
+    this.networkOnline = status.isConnected !== false
+    if (!this.networkOnline) {
+      this.options.onStatus && this.options.onStatus('offline')
+      this.stopHeartbeat()
+      const task = this.socketTask
+      this.socketTask = null
+      if (task) {
+        try {
+          task.close({ code: 1000, reason: 'network offline' })
+        } catch (error) {
+          // The platform may have disposed the socket before the offline event.
+        }
+      }
+      return
+    }
+    this.reconnectNow()
+  }
+
+  bindNetworkListeners() {
+    if (typeof uni.onNetworkStatusChange === 'function') {
+      uni.onNetworkStatusChange(this.networkListener)
+    }
+    if (typeof window !== 'undefined' && window.addEventListener) {
+      this.networkOnline = typeof navigator === 'undefined' || navigator.onLine !== false
+      window.addEventListener('online', this.browserOnlineListener)
+      window.addEventListener('offline', this.browserOfflineListener)
+    }
+  }
+
+  unbindNetworkListeners() {
+    if (typeof uni.offNetworkStatusChange === 'function') {
+      uni.offNetworkStatusChange(this.networkListener)
+    }
+    if (typeof window !== 'undefined' && window.removeEventListener) {
+      window.removeEventListener('online', this.browserOnlineListener)
+      window.removeEventListener('offline', this.browserOfflineListener)
+    }
+  }
+
+  stopHeartbeat() {
+    if (this.heartbeatTimer) clearInterval(this.heartbeatTimer)
+    this.heartbeatTimer = null
+  }
+
+  close() {
+    this.manualClose = true
+    this.stopHeartbeat()
+    if (this.reconnectTimer) clearTimeout(this.reconnectTimer)
+    this.reconnectTimer = null
+    this.connectionParams = null
+    this.unbindNetworkListeners()
+    const task = this.socketTask
+    this.socketTask = null
+    if (task) task.close({ code: 1000, reason: 'page hidden' })
+    this.options.onStatus && this.options.onStatus('closed')
+  }
+}
diff --git a/uni_modules/hashmall-customer-service/package.json b/uni_modules/hashmall-customer-service/package.json
new file mode 100644
index 0000000..a5490f9
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/package.json
@@ -0,0 +1,30 @@
+{
+  "id": "hashmall-customer-service",
+  "displayName": "HashMall 前台客服",
+  "version": "0.1.0",
+  "description": "内嵌于 HashMall App、H5 和微信小程序的客服聊天插件",
+  "keywords": ["客服", "聊天", "WebSocket", "uni-app"],
+  "engines": {
+    "HBuilderX": "^4.0.0"
+  },
+  "dcloudext": {
+    "category": ["前端组件", "通用组件"],
+    "sale": { "regular": { "price": "0.00" }, "sourcecode": { "price": "0.00" } },
+    "contact": { "qq": "" },
+    "declaration": { "ads": "无", "data": "插件使用商城现有用户登录态和客服消息接口", "permissions": "相册、相机（仅在用户主动发送图片时）" }
+  },
+  "uni_modules": {
+    "dependencies": [],
+    "encrypt": [],
+    "platforms": {
+      "cloud": { "tcb": "u", "aliyun": "u" },
+      "client": {
+        "App": { "app-vue": "y", "app-nvue": "u" },
+        "H5-mobile": { "Safari": "y", "Android Browser": "y", "微信浏览器(Android)": "y", "QQ浏览器(Android)": "y" },
+        "H5-pc": { "Chrome": "y", "IE": "u", "Edge": "y", "Firefox": "y", "Safari": "y" },
+        "小程序": { "微信": "y", "阿里": "u", "百度": "u", "字节跳动": "u", "QQ": "u", "京东": "u" },
+        "Vue": { "vue2": "u", "vue3": "y" }
+      }
+    }
+  }
+}
diff --git a/uni_modules/hashmall-customer-service/readme.md b/uni_modules/hashmall-customer-service/readme.md
new file mode 100644
index 0000000..041d289
--- /dev/null
+++ b/uni_modules/hashmall-customer-service/readme.md
@@ -0,0 +1,18 @@
+# HashMall 前台客服插件
+
+该插件直接内嵌在商城工程中，复用：
+
+- `fcc-token` 登录 Token
+- `/user/getUserInfo` 当前会员接口
+- `utils/config.js` 的 API 和应用 Authorization
+- `/common/upload/image` 图片上传接口
+- `/kefu/user/*` 客服用户接口
+- `/ws/kefu` WebSocket
+
+页面中使用：
+
+```vue
+<hashmall-customer-service ref="customerService" :entry-options="entryOptions" />
+```
+
+宿主页面在 `onShow` 调用 `resume()`，在 `onHide` 调用 `suspend()`。
diff --git a/uni_modules/hashmall-customer-service/static/image-placeholder.png b/uni_modules/hashmall-customer-service/static/image-placeholder.png
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HcmV?d00001

diff --git a/utils/config.js b/utils/config.js
index 115a8aa..7f45c68 100644
--- a/utils/config.js
+++ b/utils/config.js
@@ -1,14 +1,15 @@
-
-// export const BASE_URL="https://frontend.jdns360.com/api"; // 正式环境
-// export const BASE_URL="http://cl55un59859.vicp.fun:24346"; // 测试环境
-
-
 // export const BASE_URL = "https://api.tbmall.xin"; //生产
 // export const MILD_BASE_URL = "https://agent.tbmall.xin/"; //中台生产
+// export const kefuBaseUrl = "https://admin.tbmall.xin/api";
 
 export const BASE_URL ='https://api.o.tbmall.xin'; // 本地测试
 export const MILD_BASE_URL = "https://agent.o.tbmall.xin/"; //中台测试
+export const kefuBaseUrl = "https://admin.o.tbmall.xin/api";
+
 // https://h.o.tbmall.xin/#/
+// 客服接口属于管理后台服务，用户端接口已在后端单独放行。
+
+export const KEFU_BASE_URL = kefuBaseUrl;
 
 
 export const SHARE_URL = 'https://h.tbmall.xin';