feat: add manual "转人工" (request human) action for conversations

- Backend: RequestHuman service method changes status from AI_SERVING to PENDING
- Backend: POST /api/dashboard/conversation/request-human endpoint
- Frontend: requestHumanConversation API client
- Frontend: "转人工" button in conversation list dropdown and detail dialog

internal/controllers/dashboard/conversation_controller.go

@@ -185,6 +185,22 @@ func (c *ConversationController) PostTransfer() *web.JsonResult {
 	return web.JsonSuccess()
 }
 
+func (c *ConversationController) PostRequest_human() *web.JsonResult {
+	operator, err := services.AuthService.RequirePermission(c.Ctx, constants.PermissionConversationAssign)
+	if err != nil {
+		return web.JsonError(err)
+	}
+
+	req := request.RequestHumanConversationRequest{}
+	if err := params.ReadJSON(c.Ctx, &req); err != nil {
+		return web.JsonError(err)
+	}
+	if err := services.ConversationService.RequestHuman(req.ConversationID, operator); err != nil {
+		return web.JsonError(err)
+	}
+	return web.JsonSuccess()
+}
+
 func (c *ConversationController) PostClose() *web.JsonResult {
 	operator, err := services.AuthService.RequirePermission(c.Ctx, constants.PermissionConversationClose)
 	if err != nil {

internal/pkg/dto/request/conversation_request.go

@@ -34,6 +34,10 @@ type TransferConversationRequest struct {
 	Reason         string `json:"reason"`
 }
 
+type RequestHumanConversationRequest struct {
+	ConversationID int64 `json:"conversationId"`
+}
+
 type CloseConversationRequest struct {
 	ConversationID int64  `json:"conversationId"`
 	CloseReason    string `json:"closeReason"`

internal/services/conversation_service.go

@@ -374,6 +374,38 @@ func (s *conversationService) TryOffHoursHandoffByAI(conversationID int64, aiAge
 	return handled, err
 }
 
+func (s *conversationService) RequestHuman(conversationID int64, operator *dto.AuthPrincipal) error {
+	if operator == nil {
+		return errorsx.Unauthorized("未登录或登录已过期")
+	}
+	conversation := s.Get(conversationID)
+	if conversation == nil {
+		return errorsx.InvalidParam("会话不存在")
+	}
+	if conversation.Status != enums.IMConversationStatusAIServing {
+		return errorsx.InvalidParam("当前会话状态不允许转人工")
+	}
+	now := time.Now()
+	return sqls.WithTransaction(func(ctx *sqls.TxContext) error {
+		if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
+			"status":         enums.IMConversationStatusPending,
+			"update_user_id": operator.UserID,
+			"update_user_name": operator.Username,
+			"updated_at":     now,
+		}); err != nil {
+			return err
+		}
+		return ConversationEventLogService.CreateEvent(ctx, conversationID,
+			enums.IMEventTypeTransfer, enums.IMSenderTypeSystem, 0,
+			"管理员手动转人工",
+			buildEventPayload(map[string]any{
+				"operator": operator.Username,
+				"fromStatus": enums.IMConversationStatusAIServing,
+				"toStatus":   enums.IMConversationStatusPending,
+			}))
+	})
+}
+
 func (s *conversationService) CloseConversation(conversationID int64, closeReason string, operator *dto.AuthPrincipal) error {
 	if operator == nil {
 		return errorsx.Unauthorized("未登录或登录已过期")

web/app/dashboard/conversation-monitor/_components/detail.tsx

@@ -40,7 +40,8 @@ type ConversationDetailDialogProps = {
   onLoadMoreMessages?: () => void | Promise<void>;
   onOpenChange: (open: boolean) => void;
   onOpenAssign: () => void;
-  onDispatch: () => Promise<void>;
+  onDispatch: () => Promise<void>
+  onRequestHuman?: () => Promise<void>;
   onOpenTransfer: () => void;
   onRead: () => Promise<void>;
   onOpenClose: () => void;
@@ -272,6 +273,14 @@ export function ConversationDetailDialog({
               : "暂无会话信息"}
           </div>
           <div className="flex flex-wrap gap-2">
+            <Button
+              variant="outline"
+              onClick={() => void onRequestHuman?.()}
+              disabled={saving || !currentConversation || currentConversation.status !== 1}
+            >
+              <MessageCircleMoreIcon />
+              {saving ? "处理中..." : "转人工"}
+            </Button>
             <Button
               variant="outline"
               onClick={onOpenAssign}

web/app/dashboard/conversation-monitor/page.tsx

@@ -52,6 +52,7 @@ import {
   fetchConversations,
   fetchTagsAll,
   markConversationRead,
+  requestHumanConversation,
   type AdminAgentProfile,
   type AdminAgentTeam,
   type AdminConversation,
@@ -610,6 +611,22 @@ export default function DashboardConversationsPage() {
     }
   }
 
+  async function handleRequestHuman(item: AdminConversation) {
+    setActionLoadingId(item.id)
+    try {
+      await requestHumanConversation(item.id)
+      toast.success(`已转人工：${item.customerName || `#${item.id}`}`)
+      await loadConversations()
+      if (detailItem?.id === item.id) {
+        await refreshDetail()
+      }
+    } catch (error) {
+      toast.error(error instanceof Error ? error.message : "转人工失败")
+    } finally {
+      setActionLoadingId(null)
+    }
+  }
+
   async function handleDispatch(item: AdminConversation) {
     setActionLoadingId(item.id)
     try {
@@ -761,6 +778,13 @@ export default function DashboardConversationsPage() {
                               <MoreHorizontalIcon />
                             </DropdownMenuTrigger>
                             <DropdownMenuContent align="end" className="w-44 min-w-44">
+                              <DropdownMenuItem
+                                onClick={() => void handleRequestHuman(item)}
+                                disabled={actionLoadingId === item.id || item.status !== 1}
+                              >
+                                <MessageCircleMoreIcon />
+                                {actionLoadingId === item.id ? "处理中..." : "转人工"}
+                              </DropdownMenuItem>
                               <DropdownMenuItem
                                 onClick={() => openAssign(item)}
                                 disabled={actionLoadingId === item.id || item.status !== 2}
@@ -838,6 +862,12 @@ export default function DashboardConversationsPage() {
         loadingMoreMessages={detailMessagesLoadingMore}
         onLoadMoreMessages={loadMoreDetailMessages}
         onOpenChange={handleDetailOpenChange}
+        onRequestHuman={async () => {
+          if (!detailItem) {
+            return
+          }
+          await handleRequestHuman(detailItem)
+        }}
         onOpenAssign={() => {
           if (!detailItem) {
             return

web/lib/api/admin.ts

@@ -833,6 +833,13 @@ export function assignConversation(
   })
 }
 
+export function requestHumanConversation(conversationId: number) {
+  return request<void>("/api/dashboard/conversation/request-human", {
+    method: "POST",
+    body: JSON.stringify({ conversationId }),
+  })
+}
+
 export function dispatchConversation(conversationId: number) {
   return request<void>("/api/dashboard/conversation/dispatch", {
     method: "POST",