666 lines
23 KiB
JavaScript
666 lines
23 KiB
JavaScript
/**
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* 客服统一处理服务
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* 整合各种客服方式，提供统一的调用接口
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*/
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export class CustomerService {
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constructor(vueInstance, externalConfig = null) {
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this.vm = vueInstance;
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this.externalConfig = externalConfig; // 外部传入的最新配置（优先级最高）
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this.latestPlatformConfig = null;
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}
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/**
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* 强制刷新配置（支持传入外部配置）
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* @param {Object} externalConfig 外部最新配置
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*/
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refreshConfig(externalConfig = null) {
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this.externalConfig = externalConfig || this.externalConfig;
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this.latestPlatformConfig = null;
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return this.getPlatformConfig();
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}
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/**
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* 获取平台配置
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* @returns {Object} 平台对应的客服配置
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*/
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getPlatformConfig() {
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if (this.latestPlatformConfig) {
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return this.latestPlatformConfig;
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}
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// 优先级：外部传入 > vuex store > 空对象
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const servicerConfig = this.externalConfig || this.vm.$store.state.servicerConfig || {};
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console.log(`【实时客服配置】`, servicerConfig);
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let platformConfig = null;
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// #ifdef H5
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platformConfig = servicerConfig.h5 && typeof servicerConfig.h5 === 'object' ? servicerConfig.h5 : null;
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// #endif
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// #ifdef MP-WEIXIN
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platformConfig = servicerConfig.weapp && typeof servicerConfig.weapp === 'object' ? servicerConfig.weapp : null;
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// #endif
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// #ifdef MP-ALIPAY
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platformConfig = servicerConfig.aliapp && typeof servicerConfig.aliapp === 'object' ? servicerConfig.aliapp : null;
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// #endif
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// #ifdef PC
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platformConfig = servicerConfig.pc && typeof servicerConfig.pc === 'object' ? servicerConfig.pc : null;
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// #endif
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// 防止空数组被当作有效配置
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if (Array.isArray(platformConfig)) {
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platformConfig = null;
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}
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this.latestPlatformConfig = platformConfig;
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return platformConfig;
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}
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/**
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* 获取企业微信配置
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* @returns {Object} 企业微信配置
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*/
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getWxworkConfig() {
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return this.vm.$store.state.wxworkConfig || {};
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}
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/**
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* 检查客服配置是否可用
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* @returns {boolean} 是否有可用配置
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*/
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isConfigAvailable() {
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const config = this.getPlatformConfig();
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return config && typeof config === 'object' && config.type;
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}
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/**
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* 验证客服配置完整性
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* @returns {Object} 验证结果
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*/
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validateConfig() {
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const config = this.getPlatformConfig();
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const wxworkConfig = this.getWxworkConfig();
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const result = {
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isValid: true,
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errors: [],
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warnings: []
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};
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if (!config || !config.type) {
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result.isValid = false;
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result.errors.push('客服类型未配置');
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return result;
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}
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if (config.type === 'wxwork') {
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if (!wxworkConfig || !wxworkConfig.enable) {
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result.warnings.push('企业微信未启用');
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}
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if (!wxworkConfig.contact_url) {
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result.warnings.push('企业微信活码链接未配置');
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}
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}
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return result;
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}
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/**
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* 跳转到 AI 客服页面（Dify）
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*/
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openDifyService() {
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try {
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// 清除未读数（如果存在）
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if (typeof this.vm.setAiUnreadCount === 'function') {
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this.vm.setAiUnreadCount(0);
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}
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// ✅ 修正路径：必须与 pages.json 中注册的路径一致
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const aiChatUrl = '/pages_tool/ai-chat/index';
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// ✅ 使用 navigateTo 保留返回栈（体验更好）
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uni.navigateTo({
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url: aiChatUrl,
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fail: (err) => {
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console.error('跳转 AI 客服失败:', err);
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// H5 兜底
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// #ifdef H5
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window.location.href = aiChatUrl;
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// #endif
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uni.showToast({ title: '打开客服失败', icon: 'none' });
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}
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});
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} catch (e) {
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console.error('跳转 AI 客服异常:', e);
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uni.showToast({ title: '打开客服失败', icon: 'none' });
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}
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}
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/**
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* 处理客服点击事件（统一入口）
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* @param {Object} options 选项参数（用于消息卡片等）
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*/
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handleCustomerClick(options = {}) {
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const validation = this.validateConfig();
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if (!validation.isValid) {
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console.error('客服配置验证失败:', validation.errors);
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this.showConfigErrorPopup(validation.errors);
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return;
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}
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if (validation.warnings.length > 0) {
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console.warn('客服配置警告:', validation.warnings);
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}
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const config = this.getPlatformConfig();
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console.log('【当前客服配置】', config);
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console.log('【客服类型】', config.type);
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const { niushop = {}, sendMessageTitle = '', sendMessagePath = '', sendMessageImg = '' } = options;
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if (config.type === 'none') {
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this.showNoServicePopup();
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return;
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}
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// 核心路由：根据 type 决定行为
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switch (config.type) {
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case 'aikefu':
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console.log('【跳转 AI 客服】目标路径: /pages_tool/ai-chat/index');
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this.openDifyService();
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break;
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case 'wxwork':
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console.log('【跳转企业微信客服】');
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this.openWxworkService(false, config, options);
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break;
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case 'third':
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console.log('【跳转第三方客服】');
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this.openThirdService(config);
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break;
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case 'miniprogram':
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console.log('【跳转第三方小程序客服】');
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this.openThirdService(config);
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break;
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case 'niushop':
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console.log('【跳转牛商客服】');
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this.openNiushopService(niushop);
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break;
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case 'weapp':
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console.log('【跳转微信官方客服】');
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this.openWeappService(config, options);
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break;
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case 'aliapp':
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console.log('【跳转支付宝客服】');
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this.openAliappService(config);
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break;
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default:
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console.error('【未知客服类型】', config.type);
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this.makePhoneCall();
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}
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}
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// ================== 各类型客服实现 ==================
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openWxworkService(useOriginalService = false, servicerConfig = null, options = {}) {
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const config = servicerConfig || this.getPlatformConfig();
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const wxworkConfig = this.getWxworkConfig();
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const { sendMessageTitle = '', sendMessagePath = '', sendMessageImg = '' } = options;
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// #ifdef MP-WEIXIN
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if (!useOriginalService && wxworkConfig?.enable && wxworkConfig?.contact_url) {
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wx.navigateToMiniProgram({
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appId: 'wxeb490c6f9b154ef9',
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path: `pages/contacts/externalContactDetail?url=${encodeURIComponent(wxworkConfig.contact_url)}`,
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success: () => console.log('跳转企业微信成功'),
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fail: (err) => {
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console.error('跳转企业微信失败:', err);
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this.fallbackToOriginalService();
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}
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});
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} else {
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// 检查是否有企业微信配置
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if (!config.wxwork_url && !config.corpid) {
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console.error('企业微信配置不完整，缺少 wxwork_url 或 corpid');
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uni.showToast({ title: '企业微信配置不完整', icon: 'none' });
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this.fallbackToPhoneCall();
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return;
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}
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wx.openCustomerServiceChat({
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extInfo: { url: config.wxwork_url || '' },
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corpId: config.corpid || '',
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showMessageCard: true,
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sendMessageTitle,
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sendMessagePath,
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sendMessageImg
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});
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}
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// #endif
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// #ifdef H5
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if (!useOriginalService && wxworkConfig?.enable && wxworkConfig?.contact_url) {
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window.location.href = wxworkConfig.contact_url;
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} else if (config.wxwork_url) {
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window.location.href = config.wxwork_url;
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} else {
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this.fallbackToPhoneCall();
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}
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// #endif
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}
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openThirdService(config) {
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console.log('【第三方客服配置】', config);
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console.log('【配置字段】', Object.keys(config));
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// 支持多种可能的字段名
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const miniAppId = config.mini_app_id || config.miniAppId || config.appid || config.appId || config.app_id;
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const miniAppPath = config.mini_app_path || config.miniAppPath || config.path || config.page_path || '';
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console.log('【解析后的小程序配置】AppID:', miniAppId, 'Path:', miniAppPath);
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// 优先处理第三方微信小程序客服
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if (miniAppId) {
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console.log('【跳转第三方小程序】AppID:', miniAppId, 'Path:', miniAppPath);
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// #ifdef MP-WEIXIN
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wx.navigateToMiniProgram({
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appId: miniAppId,
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path: miniAppPath,
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success: () => {
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console.log('【跳转第三方小程序成功】');
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},
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fail: (err) => {
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console.error('【跳转第三方小程序失败】', err);
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uni.showToast({ title: '跳转失败，请稍后重试', icon: 'none' });
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}
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});
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// #endif
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// #ifdef H5
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uni.showToast({ title: '第三方小程序客服仅在微信小程序中可用', icon: 'none' });
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// #endif
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return;
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}
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// 处理第三方链接客服
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if (config.third_url) {
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console.log('【跳转第三方链接】', config.third_url);
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// #ifdef H5
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window.location.href = config.third_url;
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// #endif
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// #ifdef MP-WEIXIN
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uni.setClipboardData({
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data: config.third_url,
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success: () => {
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uni.showToast({ title: '链接已复制，请在浏览器打开', icon: 'none' });
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}
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});
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// #endif
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} else {
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console.error('【第三方客服配置不完整】缺少 mini_app_id 或 third_url');
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this.fallbackToPhoneCall();
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}
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}
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openNiushopService(niushop) {
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if (Object.keys(niushop).length > 0 && this.vm.$util?.redirectTo) {
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this.vm.$util.redirectTo('/pages_tool/chat/room', niushop);
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} else {
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this.makePhoneCall();
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}
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}
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openWeappService(config, options = {}) {
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// 如果 useOfficial 为 true 或 undefined，则使用原生系统客服（由 button open-type="contact" 触发）
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// 此方法仅用于自定义跳转（如 useOfficial: false）
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if (config.useOfficial !== false) {
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// 不做任何事，应由 <button open-type="contact"> 触发
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console.log('使用微信官方客服，请确保按钮为 <button open-type="contact">');
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return;
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}
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this.handleCustomWeappService(config, options);
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}
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handleCustomWeappService(config, options = {}) {
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if (config.customServiceUrl) {
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let url = config.customServiceUrl;
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const params = [];
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const { sendMessageTitle, sendMessagePath, sendMessageImg } = options;
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if (sendMessageTitle) params.push(`title=${encodeURIComponent(sendMessageTitle)}`);
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if (sendMessagePath) params.push(`path=${encodeURIComponent(sendMessagePath)}`);
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if (sendMessageImg) params.push(`img=${encodeURIComponent(sendMessageImg)}`);
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if (params.length > 0) {
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url += (url.includes('?') ? '&' : '?') + params.join('&');
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}
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uni.navigateTo({ url });
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return;
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}
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this.tryThirdPartyService(config, options);
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}
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tryThirdPartyService(config, options = {}) {
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// 支持第三方微信小程序客服
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if (config.thirdPartyMiniAppId || config.mini_app_id) {
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// #ifdef MP-WEIXIN
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wx.navigateToMiniProgram({
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appId: config.thirdPartyMiniAppId || config.mini_app_id,
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path: config.thirdPartyMiniAppPath || config.mini_app_path || ''
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});
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// #endif
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return;
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}
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// 支持第三方链接客服
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if (config.thirdPartyServiceUrl || config.third_url) {
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const serviceUrl = config.thirdPartyServiceUrl || config.third_url;
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// #ifdef H5
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window.open(serviceUrl, '_blank');
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// #endif
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// #ifdef MP-WEIXIN
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uni.setClipboardData({ data: serviceUrl });
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uni.showToast({ title: '客服链接已复制', icon: 'none' });
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// #endif
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return;
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}
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this.fallbackToPhoneCall();
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}
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openAliappService(config) {
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if (config.type === 'aikefu') {
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this.openDifyService();
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} else if (config.type === 'third') {
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this.openThirdService(config);
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} else {
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// 支付宝原生客服由 button open-type="contact" 触发，此处不处理
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console.log('使用支付宝官方客服');
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}
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}
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// ================== 辅助方法 ==================
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makePhoneCall() {
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this.vm.$api.sendRequest({
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url: '/api/site/shopcontact',
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success: res => {
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if (res.code === 0 && res.data?.mobile) {
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uni.makePhoneCall({ phoneNumber: res.data.mobile });
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} else {
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uni.showToast({ title: '暂无客服电话', icon: 'none' });
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}
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},
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fail: () => {
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uni.showToast({ title: '获取客服电话失败', icon: 'none' });
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}
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});
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}
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showNoServicePopup() {
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const siteInfo = this.vm.$store.state.siteInfo || {};
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const message = siteInfo?.site_tel
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? `请联系客服，客服电话是 ${siteInfo.site_tel}`
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: '抱歉，商家暂无客服，请线下联系';
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uni.showModal({ title: '联系客服', content: message, showCancel: false });
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}
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showConfigErrorPopup(errors) {
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uni.showModal({
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title: '客服配置错误',
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content: `配置有误：\n${errors.join('\n')}`,
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showCancel: false
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});
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}
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fallbackToOriginalService() {
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uni.showModal({
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title: '提示',
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content: '无法直接添加企业微信，是否使用其他方式联系客服？',
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success: (res) => {
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if (res.confirm) {
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this.openWxworkService(true);
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}
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}
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});
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}
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fallbackToPhoneCall() {
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uni.showModal({
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title: '提示',
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content: '在线客服不可用，是否拨打电话联系客服？',
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success: (res) => {
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if (res.confirm) this.makePhoneCall();
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}
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});
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}
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/**
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* 获取按钮配置（用于 template 中 v-if / open-type 判断）
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* @returns {Object}
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*/
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getButtonConfig() {
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const config = this.getPlatformConfig();
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if (!config) return { openType: '' };
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let openType = '';
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// #ifdef MP-WEIXIN
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if (config.type === 'weapp' && config.useOfficial !== false) {
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openType = 'contact';
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}
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// #endif
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// #ifdef MP-ALIPAY
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if (config.type === 'aliapp') openType = 'contact';
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// #endif
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return { ...config, openType };
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}
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/**
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* 获取客服按钮图标
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* @returns {String} 图标URL
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*/
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getKefuButtonIcon() {
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const shopInfo = this.vm.shopInfo || {};
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const config = this.getPlatformConfig();
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if (config?.type === 'aikefu') {
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return shopInfo.aiAgentimg || '';
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} else if (config?.type === 'wxwork' || config?.type === 'qyweixin') {
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return shopInfo.aiAgentimg || '';
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}
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return shopInfo.kefuimg || this.vm.$util?.getDefaultImage()?.kefu || '';
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}
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/**
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* 判断是否为微信官方客服
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* @returns {Boolean}
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*/
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isWeappOfficialKefu() {
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const config = this.getPlatformConfig();
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return config?.type === 'weapp';
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}
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/**
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* 判断是否需要同时显示小程序系统客服
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* @returns {Boolean}
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*/
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shouldShowExtraWeappSystemKefu() {
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const config = this.getPlatformConfig();
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return (config?.show_system_service === true || config?.show_system_service === '1') && config?.type !== 'weapp';
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}
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/**
|
||
* 计算容器高度
|
||
* @param {Boolean} isLanguageSwitchEnabled 是否启用语言切换
|
||
* @param {Boolean} showWeappSystemKefu 是否显示小程序系统客服
|
||
* @param {Boolean} fixBtnShow 是否显示按钮
|
||
* @returns {String} 高度值（px）
|
||
*/
|
||
getContainerHeight(isLanguageSwitchEnabled, showWeappSystemKefu, fixBtnShow) {
|
||
if (!fixBtnShow) return '160px';
|
||
|
||
let buttonCount = 1;
|
||
if (isLanguageSwitchEnabled) buttonCount++;
|
||
if (showWeappSystemKefu) buttonCount++;
|
||
|
||
const totalRpx = 94 * buttonCount - 14;
|
||
const pxValue = Math.round(totalRpx * 0.5);
|
||
|
||
return `${pxValue}px`;
|
||
}
|
||
|
||
/**
|
||
* 获取未读消息数量
|
||
* @returns {Number}
|
||
*/
|
||
getUnreadCount() {
|
||
return this.vm.$store?.state?.aiUnreadCount || 0;
|
||
}
|
||
|
||
/**
|
||
* 拨打电话联系客服
|
||
* @param {String} phoneNumber 电话号码
|
||
*/
|
||
makePhoneCallByNumber(phoneNumber) {
|
||
if (phoneNumber) {
|
||
uni.makePhoneCall({ phoneNumber });
|
||
} else {
|
||
this.makePhoneCall();
|
||
}
|
||
}
|
||
|
||
/**
|
||
* 打开 AI 智能助手
|
||
*/
|
||
openAIChat() {
|
||
try {
|
||
if (typeof this.vm.setAiUnreadCount === 'function') {
|
||
this.vm.setAiUnreadCount(0);
|
||
}
|
||
|
||
const aiChatUrl = '/pages_tool/ai-chat/index';
|
||
|
||
uni.navigateTo({
|
||
url: aiChatUrl,
|
||
fail: (err) => {
|
||
console.error('跳转 AI 客服失败:', err);
|
||
// #ifdef H5
|
||
window.location.href = aiChatUrl;
|
||
// #endif
|
||
uni.showToast({ title: '打开客服失败', icon: 'none' });
|
||
}
|
||
});
|
||
} catch (e) {
|
||
console.error('跳转 AI 客服异常:', e);
|
||
uni.showToast({ title: '打开客服失败', icon: 'none' });
|
||
}
|
||
}
|
||
|
||
/**
|
||
* 打开客服选择对话框（预留方法）
|
||
*/
|
||
openCustomerSelectPopupDialog() {
|
||
uni.showToast({ title: '客服选择功能开发中', icon: 'none' });
|
||
}
|
||
|
||
/**
|
||
* 打开客服选择弹出层（ActionSheet）
|
||
* @param {Array} kefuList 客服列表
|
||
*/
|
||
openKefuSelectPopup(kefuList) {
|
||
const kefuNames = kefuList.map(item => item.name);
|
||
uni.showActionSheet({
|
||
itemList: kefuNames,
|
||
success: (res) => {
|
||
const selectedKefu = kefuList[res.tapIndex];
|
||
const cs = createCustomerService(this.vm, selectedKefu);
|
||
|
||
if (selectedKefu.isOfficial) {
|
||
uni.openCustomerServiceConversation({
|
||
sessionFrom: 'weapp',
|
||
showMessageCard: true
|
||
});
|
||
} else if (selectedKefu.id === 'qyweixin-kefu') {
|
||
if (uni.getSystemInfoSync().platform === 'wechat') {
|
||
uni.navigateTo({
|
||
url: '/pages_tool/qyweixin-kefu/index'
|
||
});
|
||
} else {
|
||
const qyweixinUrl = this.vm.shopInfo?.qyweixinUrl;
|
||
if (qyweixinUrl) {
|
||
window.location.href = qyweixinUrl;
|
||
} else {
|
||
uni.showToast({ title: '企业微信客服未配置', icon: 'none' });
|
||
}
|
||
}
|
||
} else {
|
||
cs.handleCustomerClick();
|
||
}
|
||
}
|
||
});
|
||
}
|
||
|
||
/**
|
||
* 核心方法：统一客服入口（带验证和配置检查）
|
||
* @param {Object} options 选项参数
|
||
*/
|
||
handleUnifiedKefuClick(options = {}) {
|
||
const validation = this.validateConfig();
|
||
|
||
console.log('【客服配置验证】', validation);
|
||
|
||
if (!validation.isValid) {
|
||
console.error('客服配置无效:', validation.errors);
|
||
uni.showToast({ title: '客服暂不可用', icon: 'none' });
|
||
return;
|
||
}
|
||
|
||
if (validation.warnings.length > 0) {
|
||
console.warn('客服配置警告:', validation.warnings);
|
||
}
|
||
|
||
const platformConfig = this.getPlatformConfig();
|
||
console.log('【当前客服配置】', platformConfig);
|
||
|
||
// 检查企业微信配置
|
||
if (platformConfig.type === 'wxwork') {
|
||
const wxworkConfig = this.getWxworkConfig();
|
||
console.log('【企业微信配置】', wxworkConfig);
|
||
|
||
// #ifdef MP-WEIXIN
|
||
if (!wxworkConfig?.enable || !wxworkConfig?.contact_url) {
|
||
console.warn('企业微信配置不完整，使用原生客服');
|
||
uni.showToast({ title: '企业微信配置不完整', icon: 'none' });
|
||
}
|
||
// #endif
|
||
|
||
// #ifdef H5
|
||
if (!wxworkConfig?.contact_url && !platformConfig.wxwork_url) {
|
||
console.error('企业微信链接未配置');
|
||
uni.showToast({ title: '企业微信链接未配置', icon: 'none' });
|
||
return;
|
||
}
|
||
// #endif
|
||
}
|
||
|
||
// 直接调用统一处理方法，由 CustomerService 内部根据配置路由
|
||
try {
|
||
this.handleCustomerClick({
|
||
sendMessageTitle: options.sendMessageTitle || '来自悬浮按钮的咨询',
|
||
sendMessagePath: options.sendMessagePath || '/pages/index/index'
|
||
});
|
||
} catch (error) {
|
||
console.error('客服处理失败:', error);
|
||
uni.showToast({ title: '打开客服失败', icon: 'none' });
|
||
}
|
||
}
|
||
}
|
||
|
||
/**
|
||
* 创建客服服务实例
|
||
* @param {Object} vueInstance Vue 实例（通常是 this）
|
||
* @param {Object} externalConfig 可选：外部传入的最新配置（如从 DIY 数据中提取）
|
||
* @returns {CustomerService}
|
||
*/
|
||
export function createCustomerService(vueInstance, externalConfig = null) {
|
||
return new CustomerService(vueInstance, externalConfig);
|
||
} |