refactor: 将客服后端重构为宿主可嵌入模块
- 注入数据库、运行时配置、统一响应、文件存储和平台 AI 能力，补充业务读写工具与客户快捷操作契约。 - 移除模块内重复的组织、客户、工单、标签、技能、旧工作流、MCP 和迁移实现，将身份权限与业务主体交由宿主管理。 - 使用 libSQL 重构向量存储，并完善图片消息、访客身份、排队调度、企业微信和支持聊天页面。 - 统一 HTTP、DTO 与 WebSocket 的 snake_case 协议，补齐模块初始化、业务动作和公共载荷等回归测试。
This commit is contained in:
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package runtime
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import (
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"context"
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"regexp"
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"slices"
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"strings"
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"code.tczkiot.com/wlw/ai-agent/identity"
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"code.tczkiot.com/wlw/ai-agent/internal/models"
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"code.tczkiot.com/wlw/ai-agent/internal/pkg/enums"
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"code.tczkiot.com/wlw/ai-agent/internal/pkg/utils"
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svc "code.tczkiot.com/wlw/ai-agent/internal/services"
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)
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const (
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missingBusinessIdentityReply = "暂未识别到您要咨询的业务对象。\n\n" +
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"卡板用户：请发送“卡号 + 您的卡号”\n" +
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"设备用户：请发送“设备号 + 您的设备号”\n" +
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"商城用户：请先登录商城，再从商城的客服入口进入。\n\n" +
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"识别成功后即可继续查询；需要人工协助可回复“人工客服”。"
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invalidBusinessIdentityReply = "没有查询到您发送的卡号或设备号，请核对后重新发送。\n\n" +
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"卡板用户：发送“卡号 + 您的卡号”\n" +
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"设备用户：发送“设备号 + 您的设备号”\n" +
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"商城用户：请登录商城后从客服入口进入。"
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identityLookupFailedReply = "业务身份识别暂时不可用，请稍后重试，或回复“人工客服”。"
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)
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var businessIdentifierPattern = regexp.MustCompile(`[A-Za-z0-9][A-Za-z0-9:_-]{5,63}`)
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type guestBusinessIdentityResolution struct {
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Conversation models.Conversation
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NeedsPrompt bool
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CandidateProvided bool
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}
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func resolveGuestBusinessIdentity(ctx context.Context, conversation models.Conversation, message models.Message) (guestBusinessIdentityResolution, error) {
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resolution := guestBusinessIdentityResolution{Conversation: conversation}
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messageContent := businessIdentityMessageContent(message)
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if isBoundBusinessCustomerType(conversation.CustomerType) || isHumanHandoffMessage(messageContent) {
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return resolution, nil
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}
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currentCandidates, currentCandidateProvided := businessIdentityCandidates(messageContent)
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resolution.CandidateProvided = currentCandidateProvided
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if subject, ok, err := resolveBusinessSubject(ctx, messageContent, currentCandidates); err != nil {
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return resolution, err
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} else if ok {
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resolution.Conversation = conversationWithBusinessSubject(conversation, subject)
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return resolution, nil
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}
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history, _, _ := svc.MessageService.FindByConversationIDCursor(
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conversation.ID,
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0,
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20,
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string(enums.IMSenderTypeCustomer),
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"",
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)
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for index := len(history) - 1; index >= 0; index-- {
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item := history[index]
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if item.ID == message.ID {
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continue
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}
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if item.MessageType != enums.IMMessageTypeText && item.MessageType != enums.IMMessageTypeHTML {
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continue
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}
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content := businessIdentityMessageContent(item)
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candidates, _ := businessIdentityCandidates(content)
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if subject, ok, err := resolveBusinessSubject(ctx, content, candidates); err != nil {
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return resolution, err
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} else if ok {
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resolution.Conversation = conversationWithBusinessSubject(conversation, subject)
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return resolution, nil
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}
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}
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resolution.NeedsPrompt = true
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return resolution, nil
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}
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func businessIdentityMessageContent(message models.Message) string {
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return utils.BuildRuntimeMessageText(message.MessageType, message.Content)
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}
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func isBoundBusinessCustomerType(customerType string) bool {
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switch identity.SubjectType(strings.TrimSpace(customerType)) {
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case identity.SubjectCard, identity.SubjectDevice, identity.SubjectMallUser:
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return true
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default:
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return false
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}
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}
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func isHumanHandoffMessage(content string) bool {
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content = strings.ToLower(strings.TrimSpace(content))
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return strings.Contains(content, "人工") ||
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strings.Contains(content, "转接客服") ||
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strings.Contains(content, "human agent")
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}
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func businessIdentityCandidates(content string) ([]string, bool) {
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content = strings.TrimSpace(content)
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if content == "" {
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return nil, false
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}
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candidates := businessIdentifierPattern.FindAllString(content, -1)
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candidates = slices.Compact(candidates)
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lower := strings.ToLower(content)
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explicit := strings.Contains(content, "卡号") ||
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strings.Contains(content, "卡板") ||
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strings.Contains(content, "设备号") ||
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strings.Contains(lower, "iccid") ||
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strings.Contains(lower, "imei")
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if len(candidates) == 1 && candidates[0] == content {
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explicit = true
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}
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return candidates, explicit
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}
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func resolveBusinessSubject(ctx context.Context, content string, candidates []string) (identity.Subject, bool, error) {
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if len(candidates) == 0 {
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return identity.Subject{}, false, nil
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}
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types := []identity.SubjectType{identity.SubjectCard, identity.SubjectDevice}
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lower := strings.ToLower(content)
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switch {
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case strings.Contains(content, "设备") || strings.Contains(lower, "imei"):
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types = []identity.SubjectType{identity.SubjectDevice}
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case strings.Contains(content, "卡号") || strings.Contains(lower, "iccid"):
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types = []identity.SubjectType{identity.SubjectCard}
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}
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for _, candidate := range candidates {
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for _, subjectType := range types {
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subjects, err := svc.SubjectService.Query(ctx, identity.Query{
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Types: []identity.SubjectType{subjectType},
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Keyword: candidate,
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EnabledOnly: true,
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})
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if err != nil {
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return identity.Subject{}, false, err
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}
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for _, subject := range subjects {
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if businessSubjectMatchesIdentifier(subject, candidate) {
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return subject, true, nil
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}
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}
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}
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}
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return identity.Subject{}, false, nil
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}
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func businessSubjectMatchesIdentifier(subject identity.Subject, candidate string) bool {
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candidate = strings.TrimSpace(candidate)
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return strings.EqualFold(strings.TrimSpace(subject.Identifier), candidate) ||
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strings.EqualFold(strings.TrimSpace(subject.Username), candidate)
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}
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func conversationWithBusinessSubject(conversation models.Conversation, subject identity.Subject) models.Conversation {
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conversation.CustomerType = string(subject.Type)
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conversation.CustomerID = subject.ID
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externalID := strings.TrimSpace(subject.Identifier)
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if subject.Type == identity.SubjectCard && strings.TrimSpace(subject.Username) != "" {
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externalID = strings.TrimSpace(subject.Username)
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}
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conversation.CustomerExternalID = externalID
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conversation.CustomerName = strings.TrimSpace(subject.Name)
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return conversation
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}
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func guestBusinessIdentityPrompt(resolution guestBusinessIdentityResolution, err error) string {
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if err != nil {
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return identityLookupFailedReply
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}
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if resolution.CandidateProvided {
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return invalidBusinessIdentityReply
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}
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return missingBusinessIdentityReply
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}
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