diff --git a/web/src/mobile/views/SupportView.vue b/web/src/mobile/views/SupportView.vue
index bfe399a..e59cbb0 100644
--- a/web/src/mobile/views/SupportView.vue
+++ b/web/src/mobile/views/SupportView.vue
@@ -38,22 +38,11 @@
   <section v-else class="m-chat">
     <PageHeader :title="current?.name || '在线客服'" />
     <div class="m-chat-time">会话内容已安全加密，请勿发送密码或验证码</div>
-    <div v-if="!chatLoading && connectionState !== 'online'" :class="['m-chat-connection', `is-${connectionState}`]">
-      <span>{{ connectionStatusText }}</span>
+    <div v-if="connectionState !== 'online' || chatError" :class="['m-chat-connection', `is-${connectionState}`]" role="status" aria-live="polite">
+      <span>{{ chatError || connectionStatusText }}</span>
       <button v-if="connectionState === 'offline'" type="button" @click="connectChat">重新连接</button>
     </div>
-    <div v-if="chatLoading" class="m-chat-empty">
-      <n-icon :component="ChatbubbleEllipsesOutline" />
-      <h2>正在连接客服</h2>
-      <p>首次连接会自动建立好友关系</p>
-    </div>
-    <div v-else-if="chatError" class="m-chat-empty">
-      <n-icon :component="ChatbubbleEllipsesOutline" />
-      <h2>连接失败</h2>
-      <p class="m-form-error">{{ chatError }}</p>
-      <button class="m-primary-btn" @click="connectChat">重新连接</button>
-    </div>
-    <div v-else ref="messageList" class="m-chat-messages">
+    <div ref="messageList" class="m-chat-messages">
       <div v-for="message in historicalMessages" :key="`history-${message.seq}-${message.from}`" :class="['m-chat-row', { 'is-mine': message.mine }]">
         <div class="m-chat-avatar" aria-hidden="true">
           <img v-if="!message.mine && safeImage(current?.avatar_url)" :src="safeImage(current?.avatar_url)" alt="" />
@@ -77,7 +66,7 @@
         </div>
       </div>
       <div v-if="historicalMessages.length" class="m-chat-history-divider"><span>以上是历史会话</span></div>
-      <div class="m-chat-session-tip">[ {{ current?.name || '在线客服' }} ] 与您建立了会话</div>
+      <div class="m-chat-session-tip">[ {{ current?.name || '在线客服' }} ] 客服会话已打开</div>
       <div class="m-chat-system-row">
         <div class="m-chat-avatar m-chat-avatar--agent" aria-hidden="true">
           <img v-if="safeImage(current?.avatar_url)" :src="safeImage(current?.avatar_url)" alt="" />
@@ -85,7 +74,7 @@
         </div>
         <div class="m-chat-system-message">
           <small>{{ current?.name || '在线客服' }} · {{ messageDateTime(sessionStartedAt) }}</small>
-          <p><b>【系统消息】</b>尊敬的用户您好，我是{{ current?.name || '在线客服' }}，当前已为您接通在线客服，请问有什么可以帮您？</p>
+          <p><b>【系统消息】</b>您好，我是{{ current?.name || '在线客服' }}。您可以先输入要咨询的问题，正在为您连接客服。</p>
         </div>
       </div>
       <div v-for="message in liveMessages" :key="`live-${message.seq}-${message.from}`" :class="['m-chat-row', { 'is-mine': message.mine }]">
@@ -113,12 +102,12 @@
     </div>
     <div class="m-chat-composer" :class="{ 'is-expanded': toolsOpen }">
       <form class="m-chat-input" @submit.prevent="sendMessage">
-        <input v-model="draft" :disabled="chatLoading || Boolean(chatError) || connectionState !== 'online' || sending || mediaSending" maxlength="1000" placeholder="请输入消息" />
+        <input v-model="draft" :disabled="sending || mediaSending" maxlength="1000" placeholder="请输入消息" />
         <button
           v-if="draft.trim()"
           class="m-chat-send"
           type="submit"
-          :disabled="chatLoading || Boolean(chatError) || connectionState !== 'online' || sending || mediaSending"
+          :disabled="!chat || connectionState !== 'online' || sending || mediaSending"
         >{{ sending ? '发送中' : '发送' }}</button>
         <button v-else class="m-chat-tool" type="button" aria-label="更多" @click="toggleTools">
           <img :src="mobileAssets.chatMore" alt="" />
@@ -127,8 +116,8 @@
       <div v-if="mediaSending" class="m-chat-uploading"><progress max="100" :value="uploadProgress"></progress><b>正在上传 {{ uploadProgress }}%</b></div>
       <div v-if="toolsOpen && !emojiOpen" class="m-chat-tools">
         <button type="button" @click="emojiOpen = true"><n-icon :component="HappyOutline" /><span>表情</span></button>
-        <button type="button" :disabled="mediaSending" @click="photoInput?.click()"><n-icon :component="ImageOutline" /><span>照片</span></button>
-        <button type="button" :disabled="mediaSending" @click="videoInput?.click()"><n-icon :component="VideocamOutline" /><span>视频</span></button>
+        <button type="button" :disabled="!chat || connectionState !== 'online' || mediaSending" @click="photoInput?.click()"><n-icon :component="ImageOutline" /><span>照片</span></button>
+        <button type="button" :disabled="!chat || connectionState !== 'online' || mediaSending" @click="videoInput?.click()"><n-icon :component="VideocamOutline" /><span>视频</span></button>
         <input ref="photoInput" class="m-chat-file-input" type="file" accept="image/jpeg,image/png,image/webp,image/gif" @change="sendMedia('image', $event)" />
         <input ref="videoInput" class="m-chat-file-input" type="file" accept="video/mp4,video/webm,video/quicktime" @change="sendMedia('video', $event)" />
       </div>
@@ -157,7 +146,6 @@
   import { computed, nextTick, onBeforeUnmount, onMounted, ref, watch } from 'vue';
   import { useRoute } from 'vue-router';
   import {
-    ChatbubbleEllipsesOutline,
     HappyOutline,
     HeadsetOutline,
     ImageOutline,
@@ -184,7 +172,6 @@
       services.value.find((item) => String(item.id) === String(route.params.id)) ||
       services.value[0]
   );
-  const chatLoading = ref(false);
   const chatError = ref('');
   const connectionState = ref<CustomerServiceConnectionState>('offline');
   const connectionStatusText = computed(() => {
@@ -268,7 +255,6 @@
     chat = null;
     messages.value = [];
     historyBoundarySeq.value = 0;
-    chatLoading.value = false;
     chatError.value = '';
     connectionState.value = 'offline';
     draft.value = '';
@@ -283,7 +269,9 @@
     disconnectChat();
     if (!serviceID) return;
     const version = connectionVersion;
-    chatLoading.value = true;
+    connectionState.value = 'connecting';
+    chatError.value = '';
+    sessionStartedAt.value = new Date().toISOString();
     try {
       const session = await request<CustomerServiceSession>({
         url: `/v1/customer-services/${serviceID}/session`,
@@ -321,8 +309,7 @@
       chat?.disconnect();
       chat = null;
       chatError.value = errorText(err);
-    } finally {
-      if (version === connectionVersion) chatLoading.value = false;
+      connectionState.value = 'offline';
     }
   }
   async function sendMessage() {