refactor: update AIAgent handoff and fallback modes terminology for clarity

internal/models/models.go

@@ -518,9 +518,9 @@ type AIAgent struct {
 	WelcomeMessage      string                          `gorm:"type:text"`                                   // WelcomeMessage 为该 Agent 的欢迎语或首响模板。
 	ReplyTimeoutSeconds int                             `gorm:"type:int;not null;default:180"`               // ReplyTimeoutSeconds 为异步自动回复超时秒数。
 	TeamIDs             string                          `gorm:"type:varchar(500);not null;default:''"`       // TeamIDs 为转人工时可路由的客服组ID列表，多个之间使用逗号分隔。
-	HandoffMode         enums.AIAgentHandoffMode        `gorm:"type:int;not null;default:1"`                 // HandoffMode 为转人工模式，如进入待接入池、进入默认客服组待接入池。
+	HandoffMode         enums.AIAgentHandoffMode        `gorm:"type:int;not null;default:1"`                 // HandoffMode 为转人工执行方式，如进入待接入池、进入默认客服组待接入池。
-	FallbackMode        enums.AIAgentFallbackMode       `gorm:"type:int;not null;default:1"`                 // FallbackMode 为知识库未命中时的兜底策略。
+	FallbackMode        enums.AIAgentFallbackMode       `gorm:"type:int;not null;default:1"`                 // FallbackMode 为知识不足时的回复策略。
-	FallbackMessage     string                          `gorm:"type:text"`                                   // FallbackMessage 为兜底回复文案。
+	FallbackMessage     string                          `gorm:"type:text"`                                   // FallbackMessage 为知识不足回复文案。
 	KnowledgeIDs        string                          `gorm:"type:varchar(500);not null;default:''"`       // KnowledgeIDs 为绑定的知识库ID列表，按顺序表示优先级。
 	SkillIDs            string                          `gorm:"type:varchar(500);not null;default:''"`       // SkillIDs 为绑定的技能ID列表，按顺序表示允许路由的范围。
 	AllowedMCPTools     string                          `gorm:"type:text"`                                   // AllowedMCPTools 为允许 direct tool 路由的 MCP 工具白名单配置JSON。

internal/pkg/enums/im.go

@@ -208,7 +208,7 @@ var AIAgentHandoffModeValues = []AIAgentHandoffMode{
 var aiAgentHandoffModeLabelMap = map[AIAgentHandoffMode]string{
 	AIAgentHandoffModeWaitPool:        "进入待接入池",
 	AIAgentHandoffModeDefaultTeamPool: "进入默认客服组待接入池",
-	AIAgentHandoffModeAIHoldAndNotify: "AI托底并提醒人工",
+	AIAgentHandoffModeAIHoldAndNotify: "AI继续接待并提醒人工",
 }
 
 func GetAIAgentHandoffModeLabel(mode AIAgentHandoffMode) string {
@@ -228,8 +228,8 @@ var AIAgentFallbackModeValues = []AIAgentFallbackMode{
 }
 
 var aiAgentFallbackModeLabelMap = map[AIAgentFallbackMode]string{
-	AIAgentFallbackModeNoAnswer:     "直接声明无答案",
+	AIAgentFallbackModeNoAnswer:     "直接说明知识不足",
-	AIAgentFallbackModeSuggestRetry: "建议补充信息",
+	AIAgentFallbackModeSuggestRetry: "引导用户补充信息",
 }
 
 func GetAIAgentFallbackModeLabel(mode AIAgentFallbackMode) string {

internal/pkg/i18nx/locales/zh-CN.yml

@@ -119,7 +119,7 @@ error.e0119: "会话已关闭"
 error.e0120: "会话未分配客服，暂不允许发送消息"
 error.e0121: "会话筛选项不合法"
 error.e0122: "供应商不能为空"
-error.e0123: "兜底策略不合法"
+error.e0123: "知识不足回复策略不合法"
 error.e0124: "公司不存在"
 error.e0125: "公司名称不能为空"
 error.e0126: "公司名称已存在"
@@ -332,7 +332,7 @@ error.e0332: "请选择要移动的FAQ"
 error.e0333: "请选择要移动的文档"
 error.e0334: "负责人不存在"
 error.path.invalid: "路径参数错误"
-error.e0336: "转人工模式不合法"
+error.e0336: "转人工执行方式不合法"
 error.e0337: "通知不存在"
 error.e0338: "邮箱已存在"
 error.e0339: "配置名称不能为空"

web/app/dashboard/ai-agents/_components/config-workbench-copy.test.mjs

@@ -0,0 +1,21 @@
+import assert from "node:assert/strict"
+import test from "node:test"
+import { readFile } from "node:fs/promises"
+
+const configWorkbenchSource = await readFile(new URL("./config-workbench.tsx", import.meta.url), "utf8")
+const zhMessagesSource = await readFile(new URL("../../../../messages/zh-CN.json", import.meta.url), "utf8")
+
+test("AI Agent workflow-era policy copy separates handoff execution from knowledge fallback", () => {
+  const combinedSource = `${configWorkbenchSource}\n${zhMessagesSource}`
+
+  assert.match(combinedSource, /转人工执行方式/)
+  assert.match(combinedSource, /知识不足回复策略/)
+  assert.match(combinedSource, /知识不足回复文案/)
+  assert.match(combinedSource, /AI继续接待并提醒人工/)
+  assert.match(combinedSource, /直接说明知识不足/)
+  assert.match(combinedSource, /引导用户补充信息/)
+
+  assert.doesNotMatch(configWorkbenchSource, /转人工模式/)
+  assert.doesNotMatch(configWorkbenchSource, /兜底策略/)
+  assert.doesNotMatch(configWorkbenchSource, /兜底文案/)
+})

web/app/dashboard/ai-agents/_components/config-workbench.tsx

@@ -278,14 +278,14 @@ export function AIAgentConfigWorkbench({
     () => [
       { value: String(AIAgentHandoffMode.WaitPool), label: "进入待接入池" },
       { value: String(AIAgentHandoffMode.DefaultTeamPool), label: "进入默认客服组待接入池" },
-      { value: String(AIAgentHandoffMode.AIHoldAndNotify), label: "AI托底并提醒人工" },
+      { value: String(AIAgentHandoffMode.AIHoldAndNotify), label: "AI继续接待并提醒人工" },
     ],
     []
   )
   const fallbackModeOptions = useMemo(
     () => [
-      { value: String(AIAgentFallbackMode.NoAnswer), label: "直接声明无答案" },
+      { value: String(AIAgentFallbackMode.NoAnswer), label: "直接说明知识不足" },
-      { value: String(AIAgentFallbackMode.SuggestRetry), label: "建议补充信息" },
+      { value: String(AIAgentFallbackMode.SuggestRetry), label: "引导用户补充信息" },
     ],
     []
   )
@@ -652,11 +652,11 @@ export function AIAgentConfigWorkbench({
               {activeSection === "basic" ? (
                 <ConfigSection>
                   <div className="grid grid-cols-1 gap-4 lg:grid-cols-2">
-                    <FieldBlock label="转人工模式">
+                    <FieldBlock label="转人工执行方式">
-                      <OptionCombobox value={handoffMode} options={handoffModeOptions} placeholder="选择转人工模式" onChange={setHandoffMode} />
+                      <OptionCombobox value={handoffMode} options={handoffModeOptions} placeholder="选择转人工执行方式" onChange={setHandoffMode} />
                     </FieldBlock>
-                    <FieldBlock label="兜底策略">
+                    <FieldBlock label="知识不足回复策略">
-                      <OptionCombobox value={fallbackMode} options={fallbackModeOptions} placeholder="选择兜底策略" onChange={setFallbackMode} />
+                      <OptionCombobox value={fallbackMode} options={fallbackModeOptions} placeholder="选择知识不足回复策略" onChange={setFallbackMode} />
                     </FieldBlock>
                   </div>
                   <AddRow
@@ -674,7 +674,7 @@ export function AIAgentConfigWorkbench({
                     items={selectedTeamOptions}
                     onRemove={(id) => setSelectedTeamIds((current) => current.filter((item) => item !== id))}
                   />
-                  <FieldBlock label="兜底文案">
+                  <FieldBlock label="知识不足回复文案">
                     <Textarea rows={5} value={fallbackMessage} onChange={(event) => setFallbackMessage(event.target.value)} />
                   </FieldBlock>
                   <FieldBlock label="描述">

web/lib/generated/enums.ts

@@ -5,8 +5,8 @@ export enum AIAgentFallbackMode {
   SuggestRetry = 2,
 }
 export const AIAgentFallbackModeLabels: Record<AIAgentFallbackMode, string> = {
-  [AIAgentFallbackMode.NoAnswer]: "直接声明无答案",
+  [AIAgentFallbackMode.NoAnswer]: "直接说明知识不足",
-  [AIAgentFallbackMode.SuggestRetry]: "建议补充信息",
+  [AIAgentFallbackMode.SuggestRetry]: "引导用户补充信息",
 }
 
 export enum AIAgentHandoffMode {
@@ -17,7 +17,7 @@ export enum AIAgentHandoffMode {
 export const AIAgentHandoffModeLabels: Record<AIAgentHandoffMode, string> = {
   [AIAgentHandoffMode.WaitPool]: "进入待接入池",
   [AIAgentHandoffMode.DefaultTeamPool]: "进入默认客服组待接入池",
-  [AIAgentHandoffMode.AIHoldAndNotify]: "AI托底并提醒人工",
+  [AIAgentHandoffMode.AIHoldAndNotify]: "AI继续接待并提醒人工",
 }
 
 export enum AIModelType {

web/messages/zh-CN.json

@@ -1034,15 +1034,15 @@
     "serviceAiFirst": "AI 优先",
     "handoffWaitPool": "进入待接入池",
     "handoffDefaultTeamPool": "进入默认客服组待接入池",
-    "handoffAiHoldAndNotify": "AI托底并提醒人工",
+    "handoffAiHoldAndNotify": "AI继续接待并提醒人工",
-    "fallbackNoAnswer": "直接声明无答案",
+    "fallbackNoAnswer": "直接说明知识不足",
-    "fallbackSuggestRetry": "建议补充信息",
+    "fallbackSuggestRetry": "引导用户补充信息",
     "nameRequired": "名称不能为空",
     "aiConfigRequired": "请选择 AI 配置",
     "serviceModeRequired": "请选择服务模式",
     "replyTimeoutInvalid": "回复超时秒数必须是大于等于 0 的整数",
-    "handoffModeRequired": "请选择转人工模式",
+    "handoffModeRequired": "请选择转人工执行方式",
-    "fallbackModeRequired": "请选择兜底策略",
+    "fallbackModeRequired": "请选择知识不足回复策略",
     "loadDetailFailed": "加载 AI Agent 详情失败",
     "loadAiConfigFailed": "加载 AI 配置失败",
     "loadTeamsFailed": "加载客服组失败",
@@ -1071,14 +1071,14 @@
     "welcomeMessage": "欢迎语",
     "systemPrompt": "系统提示词",
     "sectionStrategy": "服务策略",
-    "handoffMode": "转人工模式",
+    "handoffMode": "转人工执行方式",
-    "selectHandoffMode": "请选择转人工模式",
+    "selectHandoffMode": "请选择转人工执行方式",
-    "searchHandoffMode": "搜索转人工模式",
+    "searchHandoffMode": "搜索转人工执行方式",
-    "emptyHandoffMode": "未找到转人工模式",
+    "emptyHandoffMode": "未找到转人工执行方式",
     "replyTimeoutSeconds": "回复超时秒数",
     "replyTimeoutHelp": "AI 自动回复的异步执行超时时间。填 0 时使用系统默认值 180 秒。",
     "teams": "客服组",
-    "currentHandoffMode": "当前转人工模式：{mode}",
+    "currentHandoffMode": "当前转人工执行方式：{mode}",
     "handoffNeedsTeam": "。该模式要求至少配置一个客服组。",
     "handoffOnlyWhenNeeded": "。仅在涉及转人工时生效。",
     "selectTeam": "请选择客服组",
@@ -1097,12 +1097,12 @@
     "emptyKnowledge": "没有可添加的知识库",
     "add": "添加",
     "knowledgeRequired": "请至少选择一个知识库",
-    "fallbackMode": "兜底策略",
+    "fallbackMode": "知识不足回复策略",
-    "selectFallbackMode": "请选择兜底策略",
+    "selectFallbackMode": "请选择知识不足回复策略",
-    "searchFallbackMode": "搜索兜底策略",
+    "searchFallbackMode": "搜索知识不足回复策略",
-    "emptyFallbackMode": "未找到兜底策略",
+    "emptyFallbackMode": "未找到知识不足回复策略",
-    "fallbackMessage": "兜底文案",
+    "fallbackMessage": "知识不足回复文案",
-    "fallbackMessageHint": "知识库未命中或命中证据不足时，会按这里的策略和文案进行兜底回复。",
+    "fallbackMessageHint": "知识库未命中或命中证据不足时，会按这里的策略和文案回复；是否转人工由会话流程决定。",
     "skillsHint": "用于固定业务流程和多步任务编排。",
     "selectSkill": "选择并添加 Skill",
     "searchSkill": "搜索 Skill",