feat(conversation): support team-pool dispatch fallback

internal/services/conversation_human_dispatch_service.go

@@ -83,6 +83,42 @@ func (s *conversationHumanDispatchService) ApplyHumanOnlyCreate(conversationID i
 	return s.dispatchAfterHandoff(conversationID, aiAgent.ID, activeTeamIDs, "仅人工模式新会话", false)
 }
 
+func (s *conversationHumanDispatchService) DispatchPendingConversation(conversationID int64, aiAgent models.AIAgent) (*HandoffDecisionResult, error) {
+	conversation := ConversationService.Get(conversationID)
+	if conversation == nil {
+		return nil, errorsx.InvalidParam("会话不存在")
+	}
+	if conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
+		return nil, errorsx.InvalidParam("只有待接入未分配会话允许自动分配")
+	}
+	activeTeamIDs := ConversationDispatchService.findActiveScheduleTeamIDs(orderedPositiveIDs(aiAgent.TeamIDs), time.Now())
+	if len(activeTeamIDs) == 0 {
+		return &HandoffDecisionResult{Decision: HandoffDecisionOffHours}, nil
+	}
+	candidates, _, err := ConversationDispatchService.pickDispatchCandidates(activeTeamIDs, time.Now())
+	if err != nil {
+		return nil, err
+	}
+	if len(candidates) > 0 {
+		dispatched, err := ConversationDispatchService.tryAssignConversation(conversationID, candidates[0].profile, "自动分配")
+		if err != nil {
+			return nil, err
+		}
+		if dispatched != nil {
+			return &HandoffDecisionResult{
+				Decision:   HandoffDecisionAssigned,
+				TeamID:     dispatched.CurrentTeamID,
+				AssigneeID: dispatched.CurrentAssigneeID,
+			}, nil
+		}
+	}
+	teamID := activeTeamIDs[0]
+	if err := s.moveToTeamPool(conversationID, teamID, "手动触发自动分配"); err != nil {
+		return nil, err
+	}
+	return &HandoffDecisionResult{Decision: HandoffDecisionTeamPool, TeamID: teamID}, nil
+}
+
 func (s *conversationHumanDispatchService) dispatchAfterHandoff(conversationID, aiAgentID int64, activeTeamIDs []int64, reason string, publishAssignEvent bool) (*HandoffDecisionResult, error) {
 	if err := s.sendAIText(conversationID, aiAgentID, HandoffWaitingMessage); err != nil {
 		return nil, err

internal/services/conversation_human_dispatch_service_test.go

@@ -6,6 +6,7 @@ import (
 	"time"
 
 	"cs-agent/internal/models"
+	"cs-agent/internal/pkg/dto"
 	"cs-agent/internal/pkg/enums"
 	"cs-agent/internal/pkg/openidentity"
 	"cs-agent/internal/services"
@@ -149,6 +150,37 @@ func TestConversationHumanDispatchHumanOnlyCreateAssignsAvailableAgent(t *testin
 	}
 }
 
+func TestConversationAutoAssignManualDispatchOffHoursReturnsBusinessMessage(t *testing.T) {
+	db := setupConversationHumanDispatchTestDB(t)
+	aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
+	conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusPending)
+
+	err := services.ConversationService.AutoAssignConversation(conversation.ID, testHumanDispatchOperator())
+	if err == nil {
+		t.Fatalf("expected off-hours manual dispatch to fail")
+	}
+	if !strings.Contains(err.Error(), "当前暂不在人工客服服务时间内") {
+		t.Fatalf("expected off-hours error, got %v", err)
+	}
+}
+
+func TestConversationAutoAssignManualDispatchFallsBackToTeamPool(t *testing.T) {
+	db := setupConversationHumanDispatchTestDB(t)
+	aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
+	createHumanDispatchTeam(t, db, 1, "售后支持组")
+	createHumanDispatchActiveSchedule(t, db, 1)
+	conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusPending)
+
+	err := services.ConversationService.AutoAssignConversation(conversation.ID, testHumanDispatchOperator())
+	if err != nil {
+		t.Fatalf("AutoAssignConversation() error = %v", err)
+	}
+	current := services.ConversationService.Get(conversation.ID)
+	if current.Status != enums.IMConversationStatusPending || current.CurrentTeamID != 1 || current.CurrentAssigneeID != 0 {
+		t.Fatalf("expected team-pool pending conversation, got %+v", current)
+	}
+}
+
 func setupConversationHumanDispatchTestDB(t *testing.T) *gorm.DB {
 	t.Helper()
 	dbName := strings.NewReplacer("/", "_", " ", "_").Replace(t.Name())
@@ -265,3 +297,7 @@ func createHumanDispatchConversation(t *testing.T, db *gorm.DB, aiAgentID int64,
 	}
 	return item
 }
+
+func testHumanDispatchOperator() *dto.AuthPrincipal {
+	return &dto.AuthPrincipal{UserID: 9, Username: "dispatcher", Nickname: "调度员"}
+}

internal/services/conversation_service.go

@@ -248,12 +248,16 @@ func (s *conversationService) AutoAssignConversation(conversationID int64, opera
 		return errorsx.InvalidParam("当前会话已分配客服")
 	}
 
-	dispatched, err := ConversationDispatchService.DispatchConversation(conversationID)
+	aiAgent := AIAgentService.Get(conversation.AIAgentID)
+	if aiAgent == nil || aiAgent.Status != enums.StatusOk {
+		return errorsx.InvalidParam("AI Agent 不存在或已停用")
+	}
+	result, err := ConversationHumanDispatchService.DispatchPendingConversation(conversationID, *aiAgent)
 	if err != nil {
 		return err
 	}
-	if dispatched == nil {
-		return errorsx.InvalidParam("当前暂无可自动分配的值班客服")
+	if result == nil || result.Decision == HandoffDecisionOffHours {
+		return errorsx.InvalidParam("当前暂不在人工客服服务时间内")
 	}
 	return nil
 }