feat: 扩展领域模型与配置

src/Domain/TakeoutSaaS.Domain/CustomerService/Entities/ChatMessage.cs

@@ -0,0 +1,45 @@
+using TakeoutSaaS.Domain.CustomerService.Enums;
+using TakeoutSaaS.Shared.Abstractions.Entities;
+
+namespace TakeoutSaaS.Domain.CustomerService.Entities;
+
+/// <summary>
+/// 会话消息。
+/// </summary>
+public sealed class ChatMessage : MultiTenantEntityBase
+{
+    /// <summary>
+    /// 会话标识。
+    /// </summary>
+    public Guid ChatSessionId { get; set; }
+
+    /// <summary>
+    /// 发送方类型。
+    /// </summary>
+    public MessageSenderType SenderType { get; set; } = MessageSenderType.Customer;
+
+    /// <summary>
+    /// 发送方用户 ID。
+    /// </summary>
+    public Guid? SenderUserId { get; set; }
+
+    /// <summary>
+    /// 消息内容。
+    /// </summary>
+    public string Content { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 消息类型（文字/图片/语音等）。
+    /// </summary>
+    public string ContentType { get; set; } = "text/plain";
+
+    /// <summary>
+    /// 是否已读。
+    /// </summary>
+    public bool IsRead { get; set; }
+
+    /// <summary>
+    /// 读取时间。
+    /// </summary>
+    public DateTime? ReadAt { get; set; }
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Entities/ChatSession.cs

@@ -0,0 +1,50 @@
+using TakeoutSaaS.Domain.CustomerService.Enums;
+using TakeoutSaaS.Shared.Abstractions.Entities;
+
+namespace TakeoutSaaS.Domain.CustomerService.Entities;
+
+/// <summary>
+/// 客服会话。
+/// </summary>
+public sealed class ChatSession : MultiTenantEntityBase
+{
+    /// <summary>
+    /// 会话编号。
+    /// </summary>
+    public string SessionCode { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 顾客用户 ID。
+    /// </summary>
+    public Guid CustomerUserId { get; set; }
+
+    /// <summary>
+    /// 当前客服员工 ID。
+    /// </summary>
+    public Guid? AgentUserId { get; set; }
+
+    /// <summary>
+    /// 所属门店（可空为平台）。
+    /// </summary>
+    public Guid? StoreId { get; set; }
+
+    /// <summary>
+    /// 会话状态。
+    /// </summary>
+    public ChatSessionStatus Status { get; set; } = ChatSessionStatus.Waiting;
+
+    /// <summary>
+    /// 是否机器人接待中。
+    /// </summary>
+    public bool IsBotActive { get; set; }
+
+    /// <summary>
+    /// 开始时间。
+    /// </summary>
+    public DateTime StartedAt { get; set; } = DateTime.UtcNow;
+
+    /// <summary>
+    /// 结束时间。
+    /// </summary>
+    public DateTime? EndedAt { get; set; }
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Entities/SupportTicket.cs

@@ -0,0 +1,55 @@
+using TakeoutSaaS.Domain.CustomerService.Enums;
+using TakeoutSaaS.Shared.Abstractions.Entities;
+
+namespace TakeoutSaaS.Domain.CustomerService.Entities;
+
+/// <summary>
+/// 客服工单。
+/// </summary>
+public sealed class SupportTicket : MultiTenantEntityBase
+{
+    /// <summary>
+    /// 工单编号。
+    /// </summary>
+    public string TicketNo { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 客户用户 ID。
+    /// </summary>
+    public Guid CustomerUserId { get; set; }
+
+    /// <summary>
+    /// 关联订单（如有）。
+    /// </summary>
+    public Guid? OrderId { get; set; }
+
+    /// <summary>
+    /// 工单主题。
+    /// </summary>
+    public string Subject { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 工单详情。
+    /// </summary>
+    public string Description { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 优先级。
+    /// </summary>
+    public TicketPriority Priority { get; set; } = TicketPriority.Normal;
+
+    /// <summary>
+    /// 状态。
+    /// </summary>
+    public TicketStatus Status { get; set; } = TicketStatus.Open;
+
+    /// <summary>
+    /// 指派的客服。
+    /// </summary>
+    public Guid? AssignedAgentId { get; set; }
+
+    /// <summary>
+    /// 关闭时间。
+    /// </summary>
+    public DateTime? ClosedAt { get; set; }
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Entities/TicketComment.cs

@@ -0,0 +1,34 @@
+using TakeoutSaaS.Shared.Abstractions.Entities;
+
+namespace TakeoutSaaS.Domain.CustomerService.Entities;
+
+/// <summary>
+/// 工单评论/流转记录。
+/// </summary>
+public sealed class TicketComment : MultiTenantEntityBase
+{
+    /// <summary>
+    /// 工单标识。
+    /// </summary>
+    public Guid SupportTicketId { get; set; }
+
+    /// <summary>
+    /// 评论人 ID。
+    /// </summary>
+    public Guid? AuthorUserId { get; set; }
+
+    /// <summary>
+    /// 评论内容。
+    /// </summary>
+    public string Content { get; set; } = string.Empty;
+
+    /// <summary>
+    /// 是否内部备注。
+    /// </summary>
+    public bool IsInternal { get; set; }
+
+    /// <summary>
+    /// 附件 JSON。
+    /// </summary>
+    public string? AttachmentsJson { get; set; }
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Enums/ChatSessionStatus.cs

@@ -0,0 +1,27 @@
+namespace TakeoutSaaS.Domain.CustomerService.Enums;
+
+/// <summary>
+/// 客服会话状态。
+/// </summary>
+public enum ChatSessionStatus
+{
+    /// <summary>
+    /// 等待客服接入。
+    /// </summary>
+    Waiting = 0,
+
+    /// <summary>
+    /// 聊天进行中。
+    /// </summary>
+    Active = 1,
+
+    /// <summary>
+    /// 已转人工排队。
+    /// </summary>
+    Queueing = 2,
+
+    /// <summary>
+    /// 已结束。
+    /// </summary>
+    Closed = 3
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Enums/MessageSenderType.cs

@@ -0,0 +1,27 @@
+namespace TakeoutSaaS.Domain.CustomerService.Enums;
+
+/// <summary>
+/// 消息发送方类型。
+/// </summary>
+public enum MessageSenderType
+{
+    /// <summary>
+    /// 顾客。
+    /// </summary>
+    Customer = 0,
+
+    /// <summary>
+    /// 客服人员。
+    /// </summary>
+    Agent = 1,
+
+    /// <summary>
+    /// 机器人。
+    /// </summary>
+    Bot = 2,
+
+    /// <summary>
+    /// 系统通知。
+    /// </summary>
+    System = 3
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Enums/TicketPriority.cs

@@ -0,0 +1,22 @@
+namespace TakeoutSaaS.Domain.CustomerService.Enums;
+
+/// <summary>
+/// 工单优先级。
+/// </summary>
+public enum TicketPriority
+{
+    /// <summary>
+    /// 普通。
+    /// </summary>
+    Normal = 0,
+
+    /// <summary>
+    /// 高。
+    /// </summary>
+    High = 1,
+
+    /// <summary>
+    /// 紧急。
+    /// </summary>
+    Urgent = 2
+}

src/Domain/TakeoutSaaS.Domain/CustomerService/Enums/TicketStatus.cs

@@ -0,0 +1,32 @@
+namespace TakeoutSaaS.Domain.CustomerService.Enums;
+
+/// <summary>
+/// 工单状态。
+/// </summary>
+public enum TicketStatus
+{
+    /// <summary>
+    /// 新建未处理。
+    /// </summary>
+    Open = 0,
+
+    /// <summary>
+    /// 处理中。
+    /// </summary>
+    InProgress = 1,
+
+    /// <summary>
+    /// 等待客户反馈。
+    /// </summary>
+    PendingCustomer = 2,
+
+    /// <summary>
+    /// 已解决。
+    /// </summary>
+    Resolved = 3,
+
+    /// <summary>
+    /// 已关闭。
+    /// </summary>
+    Closed = 4
+}