597 lines
15 KiB
YAML
597 lines
15 KiB
YAML
openapi: 3.0.3
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info:
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title: Multi-Channel Customer Service API
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description: |
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多渠道客服主框架对外提供的 API 契约。
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本文件定义主框架对外提供的能力（Provider）：
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- 渠道消息回调接口（微信、抖音、京东等）
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- 人工客服工作台 REST API
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- WebSocket 实时通信协议说明
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version: 1.0.0
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x-contract-level: L0
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x-consumer: "frontend, wechat-server, douyin-server, jd-server"
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x-provider: "java-main-framework"
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servers:
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- url: http://{host}:{port}
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description: |
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服务地址占位符，根据环境替换：
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- 开发环境: http://localhost:8080
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- 测试环境: http://ai-robot-test:8080
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- 生产环境: http://ai-robot:8080
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variables:
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host:
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default: localhost
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description: 服务主机名
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port:
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default: "8080"
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description: 服务端口
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tags:
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- name: Channel Callback
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description: 渠道消息回调接口
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- name: Session Management
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description: 会话管理接口
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- name: WebSocket
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description: WebSocket 实时通信
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paths:
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/wecom/callback:
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get:
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operationId: verifyWecomUrl
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summary: 微信回调 URL 验证
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description: 企业微信回调 URL 验证接口
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tags:
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- Channel Callback
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parameters:
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- name: msg_signature
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in: query
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required: true
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schema:
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type: string
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- name: timestamp
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in: query
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required: true
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schema:
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type: string
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- name: nonce
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in: query
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required: true
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schema:
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type: string
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- name: echostr
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in: query
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required: true
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schema:
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type: string
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responses:
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'200':
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description: 验证成功，返回解密后的 echostr
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content:
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text/plain:
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schema:
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type: string
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'500':
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description: 验证失败
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content:
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text/plain:
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schema:
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type: string
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example: error
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post:
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operationId: handleWecomCallback
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summary: 微信回调消息处理
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description: |
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企业微信回调消息处理入口。
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覆盖验收标准：
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- AC-MCA-08: 根据渠道类型路由到对应的渠道适配器
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消息处理流程：
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1. 接收加密的 XML 消息
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2. 解密并解析消息内容
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3. 根据消息类型路由处理
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4. 返回 success 确认
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tags:
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- Channel Callback
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x-requirements:
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- AC-MCA-08
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parameters:
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- name: msg_signature
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in: query
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required: false
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schema:
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type: string
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description: 消息签名（用于验签）
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- name: timestamp
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in: query
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required: false
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schema:
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type: string
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description: 时间戳（用于防重放）
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- name: nonce
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in: query
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required: false
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schema:
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type: string
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description: 随机数（用于防重放）
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requestBody:
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required: true
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content:
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application/xml:
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schema:
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type: string
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description: 加密的 XML 消息
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responses:
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'200':
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description: 处理成功
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content:
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text/plain:
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schema:
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type: string
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example: success
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/channel/{channelType}/callback:
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post:
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operationId: handleChannelCallback
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summary: 通用渠道回调接口（预留）
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description: |
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通用渠道消息回调接口，用于接入新渠道。
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当前为预留接口，后续实现抖音、京东等渠道时使用。
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### 鉴权/签名机制（各渠道实现时需补充）
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不同渠道需要不同的验签方式，建议通过以下方式传递：
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**方式一：Header 传递**
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- `X-Signature`: 消息签名
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- `X-Timestamp`: 时间戳（防重放）
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- `X-Nonce`: 随机数（防重放）
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**方式二：Query 参数传递**
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- `signature`: 消息签名
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- `timestamp`: 时间戳
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- `nonce`: 随机数
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**方式三：Body 内嵌**
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- requestBody 中包含 `rawPayload` + `signature` 字段
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具体签名算法（HMAC-SHA256、RSA 等）由各渠道适配器实现时确定。
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tags:
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- Channel Callback
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parameters:
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- name: channelType
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in: path
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required: true
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schema:
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type: string
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enum:
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- wechat
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- douyin
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- jd
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description: 渠道类型
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- name: X-Signature
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in: header
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required: false
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schema:
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type: string
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description: 消息签名（可选，具体由渠道决定）
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- name: X-Timestamp
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in: header
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required: false
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schema:
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type: string
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description: 时间戳（可选，用于防重放）
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- name: X-Nonce
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in: header
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required: false
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schema:
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type: string
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description: 随机数（可选，用于防重放）
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requestBody:
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required: true
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content:
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application/json:
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schema:
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type: object
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description: 渠道消息体（格式由各渠道定义）
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responses:
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'200':
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description: 处理成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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/api/sessions:
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get:
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operationId: getSessions
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summary: 获取会话列表
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description: |
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获取客服工作台的会话列表。
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覆盖验收标准：
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- AC-MCA-12: 支持按渠道类型筛选
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tags:
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- Session Management
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x-requirements:
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- AC-MCA-12
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parameters:
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- name: status
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in: query
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required: false
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schema:
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type: string
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enum:
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- ai
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- pending
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- manual
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- closed
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description: 会话状态筛选
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- name: csId
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in: query
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required: false
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schema:
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type: string
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description: 客服ID筛选
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- name: channelType
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in: query
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required: false
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schema:
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type: string
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enum:
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- wechat
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- douyin
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- jd
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description: 渠道类型筛选
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responses:
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'200':
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description: 成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/SessionListResponse'
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/api/sessions/{sessionId}:
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get:
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operationId: getSession
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summary: 获取会话详情
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tags:
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- Session Management
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parameters:
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- name: sessionId
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in: path
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required: true
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schema:
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type: string
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responses:
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'200':
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description: 成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/SessionResponse'
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'404':
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description: 会话不存在
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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/api/sessions/{sessionId}/history:
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get:
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operationId: getSessionHistory
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summary: 获取会话消息历史
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tags:
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- Session Management
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parameters:
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- name: sessionId
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in: path
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required: true
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schema:
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type: string
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responses:
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'200':
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description: 成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/MessageListResponse'
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/api/sessions/{sessionId}/accept:
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post:
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operationId: acceptSession
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summary: 接入会话
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description: 客服接入待处理的会话
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tags:
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- Session Management
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parameters:
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- name: sessionId
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in: path
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required: true
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schema:
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type: string
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requestBody:
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required: true
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content:
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application/json:
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schema:
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type: object
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required:
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- csId
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properties:
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csId:
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type: string
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description: 客服ID
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responses:
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'200':
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description: 接入成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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'400':
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description: 会话状态不正确
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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'404':
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description: 会话不存在
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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/api/sessions/{sessionId}/message:
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post:
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operationId: sendSessionMessage
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summary: 发送消息
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description: 客服向会话发送消息
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tags:
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- Session Management
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parameters:
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- name: sessionId
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in: path
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required: true
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schema:
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type: string
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requestBody:
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required: true
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content:
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application/json:
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schema:
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type: object
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required:
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- content
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properties:
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content:
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type: string
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description: 消息内容
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msgType:
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type: string
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default: text
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description: 消息类型
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responses:
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'200':
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description: 发送成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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'400':
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description: 会话状态不正确
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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'404':
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description: 会话不存在
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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/api/sessions/{sessionId}/close:
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post:
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operationId: closeSession
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summary: 关闭会话
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tags:
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- Session Management
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parameters:
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- name: sessionId
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in: path
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required: true
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schema:
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type: string
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responses:
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'200':
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description: 关闭成功
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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'404':
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description: 会话不存在
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content:
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application/json:
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schema:
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$ref: '#/components/schemas/ApiResponse'
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components:
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schemas:
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ApiResponse:
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type: object
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required:
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- code
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- message
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properties:
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code:
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type: integer
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description: 响应码（0=成功，非0=失败）
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message:
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type: string
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description: 响应消息
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data:
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type: object
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description: 响应数据（可选）
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SessionListResponse:
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allOf:
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- $ref: '#/components/schemas/ApiResponse'
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- type: object
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properties:
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data:
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type: array
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items:
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$ref: '#/components/schemas/SessionInfo'
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SessionResponse:
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allOf:
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- $ref: '#/components/schemas/ApiResponse'
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- type: object
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properties:
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data:
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$ref: '#/components/schemas/SessionInfo'
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SessionInfo:
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type: object
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properties:
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sessionId:
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type: string
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description: 会话ID
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customerId:
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type: string
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description: 客户ID
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kfId:
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type: string
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description: 客服账号ID
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channelType:
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type: string
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description: 渠道类型
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enum:
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- wechat
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- douyin
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- jd
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status:
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type: string
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description: 会话状态
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enum:
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- ai
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- pending
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- manual
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- closed
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manualCsId:
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type: string
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description: 接待客服ID
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lastMessage:
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type: string
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description: 最后一条消息
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lastMessageTime:
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type: string
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format: date-time
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description: 最后消息时间
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messageCount:
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type: integer
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description: 消息数量
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createdAt:
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type: string
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format: date-time
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updatedAt:
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type: string
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format: date-time
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MessageListResponse:
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allOf:
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- $ref: '#/components/schemas/ApiResponse'
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- type: object
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properties:
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data:
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type: array
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items:
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$ref: '#/components/schemas/MessageInfo'
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MessageInfo:
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type: object
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properties:
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msgId:
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type: string
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description: 消息ID
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sessionId:
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type: string
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description: 会话ID
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senderType:
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type: string
|
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description: 发送者类型
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enum:
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- customer
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- ai
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- manual
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senderId:
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type: string
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description: 发送者ID
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content:
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type: string
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description: 消息内容
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msgType:
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type: string
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description: 消息类型
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createdAt:
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type: string
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format: date-time
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|
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x-websocket:
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path: /ws/cs/{csId}
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description: |
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## WebSocket 实时通信协议
|
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|
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客服工作台通过 WebSocket 接收实时消息推送。
|
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|
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覆盖验收标准：
|
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- AC-MCA-10: 会话状态为 MANUAL 时推送消息到人工客服工作台
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|
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### 连接地址
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```
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ws://{host}:{port}/ws/cs/{csId}
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```
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|
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### 认证/鉴权方式
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- **路径参数**: `{csId}` 客服ID，用于标识连接身份
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- **可选增强**: 后续可增加 Token 验证（Query 参数或 Header）
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- Query: `?token=xxx`
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- Header: `Authorization: Bearer xxx`
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|
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### 客户端发送消息格式
|
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```json
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{
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"type": "bind_session",
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"sessionId": "会话ID"
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}
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```
|
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|
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### 服务端推送消息格式
|
||
```json
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{
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"type": "new_message",
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"sessionId": "会话ID",
|
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"data": {
|
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"msgId": "消息ID",
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"content": "消息内容",
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"senderType": "customer",
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"senderId": "客户ID",
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"msgType": "text",
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"createdAt": "2026-02-24T10:00:00"
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}
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}
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```
|
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|
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### 推送事件类型
|
||
| type | 说明 |
|
||
|------|------|
|
||
| new_message | 新消息通知 |
|
||
| new_pending_session | 新待接入会话 |
|
||
| session_accepted | 会话被接入 |
|
||
| session_closed | 会话已关闭 |
|