Chatwoot 源码深度解析：用 Ruby on Rails 与 Vue.js 构建的开源客服中台有多强？ 🏗️💎

# app/models/channel/api.rb
class Channel::Api < ApplicationRecord
  include Channelable
  
  validates :webhook_url, presence: true
  
  def process_webhook(payload)
    # 统一的消息处理入口
    MessagePipeline.call(
      channel: self,
      payload: payload.deep_symbolize_keys
    )
  end
end

# 所有渠道都通过统一的 MessagePipeline 处理
# 而不是各自维护一套逻辑
class MessagePipeline
  include ServiceObject
  
  def call(channel:, payload:)
    message = channel.messages.create!(
      content: extract_content(payload),
      message_type: determine_type(payload),
      sender: resolve_sender(channel, payload)
    )
    ConversationAssignmentJob.perform_later(message.conversation)
    message
  end
end

# app/services/auto_assignment/inbox_round_robin_service.rb
class AutoAssignment::InboxRoundRobinService
  pattr_initialize [:conversation!, :allowed_member_ids]
  
  def find_assignee
    # 从 Redis 中读取当前轮询位置
    round_robin_key = format(Redis::Keys::ROUND_ROBIN, inbox_id: inbox_id)
    current_index = Redis.current.get(round_robin_key).to_i
    
    assignable_agents = AccountUser.where(
      account_id: account.id,
      user_id: allowed_member_ids,
      availability_status: 'online'  # 只分配给在线客服
    )
    
    return nil if assignable_agents.empty?
    
    # 原子性递增轮询游标
    assignee_index = current_index % assignable_agents.length
    Redis.current.incr(round_robin_key)
    
    assignable_agents[assignee_index]
  end
end

# app/channels/room_channel.rb
class RoomChannel < ApplicationCable::Channel
  def subscribed
    # 确保用户有权限访问这个对话
    conversation = Current.account.conversations.find_by(
      display_id: params[:conversation_id]
    )
    
    if conversation.present?
      stream_from "conversation_#{conversation.display_id}"
      # 广播在线状态，通知客户"客服已上线"
      broadcast_presence(conversation, :online)
    else
      reject
    end
  end
  
  def unsubscribed
    # 客服离开时标记最后活动时间
    broadcast_presence(current_conversation, :offline)
  end
  
  def receive(event)
    # 处理消息输入、已读确认等事件
    MessageHandlerJob.perform_later(
      event.deep_symbolize_keys.merge(
        sender: current_user,
        conversation_id: current_conversation.display_id
      )
    )
  end
end

# app/models/application_record.rb
class ApplicationRecord < ActiveRecord::Base
  self.abstract_class = true
  
  # 所有查询自动带上当前 Account
  include AccountScoped
  
  module AccountScoped
    extend ActiveSupport::Concern
    
    included do
      belongs_to :account
      default_scope { where(account: Current.account) }
    end
  end
end

# 在控制器中设置当前账户
class ApplicationController < ActionController::Base
  around_action :set_current_account
  
  private
  
  def set_current_account
    Current.account = current_user.accounts.find(params[:account_id])
    yield
  ensure
    Current.account = nil
  end
end

// app/javascript/dashboard/index.js
import { createApp } from 'vue';
import { createPinia } from 'pinia';
import DashboardApp from './DashboardApp.vue';
import i18n from './i18n';
import router from './routes';

const pinia = createPinia();
const app = createApp(DashboardApp);

app.use(pinia);
app.use(router);
app.use(i18n);

// 挂在到 Rails 视图渲染的 DOM 节点上
app.mount('#app');

// 全局事件总线用于跨组件通信
window.bus = new EventBus();

// app/javascript/dashboard/store/modules/conversations.js
export const useConversationStore = defineStore('conversations', {
  state: () => ({
    allConversations: {},    // 以 display_id 为 key 的哈希
    selectedChat: null,
    loading: false,
    syncStatus: 'connected'  // ActionCable 连接状态
  }),
  
  actions: {
    async fetchConversation(conversationId) {
      // 先去本地状态找，没命中再发 API 请求
      if (this.allConversations[conversationId]) {
        this.selectedChat = this.allConversations[conversationId];
        return;
      }
      
      const { data } = await ConversationApi.get(conversationId);
      this.addConversation(data);
    },
    
    addMessage({ conversationId, message }) {
      // 乐观更新：先更新 UI，再同步到后端
      const conversation = this.allConversations[conversationId];
      conversation.messages.push(message);
      conversation.timestamp = message.created_at;
    }
  }
});

# clone 下来之后真的只需要这两步
cp .env.example .env
docker-compose up -d