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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@@ -373,39 +373,18 @@ tool.builtin.toolSearch.appendix: |-
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tool.builtin.skill.title: "Load Skill Instructions"
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tool.builtin.skill.description: "Loads specialized skill instructions for the current agent when extra task-specific guidance is needed."
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tool.graph.triageServiceRequest.title: "Route Service Request"
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tool.graph.triageServiceRequest.description: "Analyzes the current conversation to decide whether to keep answering, prepare a ticket draft, or hand off to a human, including a ticket draft when ticket creation is appropriate."
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tool.graph.triageServiceRequest.description: "Analyzes the current conversation to decide whether to keep answering or hand off to a human."
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tool.graph.triageServiceRequest.appendix: |-
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When you need to decide between continuing the answer, creating a ticket, or handing off to a human, call triage_service_request first and follow these rules:
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1. The tool returns recommendedAction and includes ticketDraft when ticket creation is needed.
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2. If recommendedAction=continue_answering, continue clarifying or answering instead of escalating directly.
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3. If recommendedAction=prepare_ticket, use ticketDraft or collect missing fields before calling create_ticket_with_confirmation.
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4. If recommendedAction=handoff_to_human, confirm the reason is sufficient before calling handoff_to_human.
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5. When the escalation path is unclear, use this tool instead of making a complex routing decision from the main prompt alone.
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When you need to decide between continuing the answer or handing off to a human, call triage_service_request first.
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1. If recommendedAction=continue_answering, continue clarifying or answering.
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2. If recommendedAction=handoff_to_human, confirm the reason is sufficient before calling handoff_to_human.
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tool.graph.analyzeConversation.title: "Analyze Conversation Risk and Summary"
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tool.graph.analyzeConversation.description: "Summarizes the current conversation, identifies risk signals, and recommends whether to keep answering, create a ticket, or hand off to a human."
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tool.graph.analyzeConversation.description: "Summarizes the current conversation, identifies risk signals, and recommends whether to keep answering or hand off to a human."
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tool.graph.analyzeConversation.appendix: |-
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When the conversation may involve escalation, refunds, compensation, clear negative sentiment, ticket creation, or human handoff, call analyze_conversation first and follow these rules:
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1. This tool returns a structured summary, risk signals, and next-step recommendation. It does not create tickets or hand off to a human.
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When the conversation may involve escalation, refunds, compensation, clear negative sentiment, or human handoff, call analyze_conversation first.
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1. This tool returns a structured summary, risk signals, and next-step recommendation.
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2. If the tool recommends handoff_to_human, confirm the handoff conditions before calling handoff_to_human.
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3. If the tool recommends prepare_ticket, call prepare_ticket_draft or collect more information before creating a ticket.
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4. If the tool recommends continue_answering, continue clarifying and answering instead of escalating too early.
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tool.graph.prepareTicketDraft.title: "Prepare Ticket Draft"
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tool.graph.prepareTicketDraft.description: "Turns the current conversation and collected details into a ticket draft with a suggested title, description, missing fields, and follow-up questions."
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tool.graph.prepareTicketDraft.appendix: |-
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When the user has asked to create a ticket, file a complaint, report an issue, or request after-sales handling, but the title or description is still unclear, call prepare_ticket_draft first and follow these rules:
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1. This tool prepares a ticket draft and returns a suggested title, suggested description, missing fields, and follow-up questions.
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2. If ready=false, ask follow-up questions based on missingFields and followUpQuestions instead of creating a ticket directly.
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3. If ready=true, use the result to consider calling create_ticket_with_confirmation.
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4. This tool only prepares a draft. It does not create a ticket.
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tool.graph.createTicketConfirm.title: "Create Ticket With Confirmation"
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tool.graph.createTicketConfirm.description: "Guides ticket creation with parameter preparation, customer confirmation, actual ticket creation, and final result delivery."
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tool.graph.createTicketConfirm.appendix: |-
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You can call create_ticket_with_confirmation after enough information has been collected, but follow these rules:
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1. Only consider this tool when the user explicitly wants to submit a ticket, complaint, issue report, or after-sales request.
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2. Before calling it, prepare a clear ticket title and issue description. If the information is still scattered, call prepare_ticket_draft or ask follow-up questions first.
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3. Once you are ready to create a ticket, you must call create_ticket_with_confirmation. Do not simply claim in text that the ticket has been created.
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4. This Graph Tool asks the user for confirmation first. The ticket is created only after the user confirms; if the user cancels, the flow ends.
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5. If the user is only asking questions, complaining generally, or expressing dissatisfaction without explicitly requesting a ticket, continue clarifying instead of proactively creating one.
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3. If the tool recommends continue_answering, continue clarifying and answering instead of escalating too early.
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tool.graph.handoffConversation.title: "Handoff to Human With Confirmation"
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tool.graph.handoffConversation.description: "Guides human handoff with reason preparation, customer confirmation, actual transfer, and final result delivery."
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tool.graph.handoffConversation.appendix: |-
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@@ -416,20 +395,14 @@ tool.graph.handoffConversation.appendix: |-
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4. This Graph Tool asks the user for confirmation first. The handoff happens only after the user confirms; if the user cancels, the flow ends.
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5. If the issue can still be solved in the current conversation, continue helping instead of escalating too early.
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6. If the tool returns terminal=true and shouldRetry=false, the handoff flow has ended. Do not call it repeatedly.
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conversation.handoff.waiting: "We are connecting you to a human support agent. Please wait."
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conversation.handoff.waiting: "You are now in the human support queue. You can keep leaving messages, and the agent will see them when connected."
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conversation.handoff.offHours: "Human support is currently outside service hours. You can keep describing the issue and I will do my best to help. You can also request a human agent again when service hours resume."
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notification.ticketAssigned.title: "Ticket assigned"
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notification.ticketAssigned.line: "Ticket %s has been assigned to you."
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notification.ticketAssigned.reason: "Assignment reason: %s"
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notification.conversationTransferred.title: "Conversation transferred"
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notification.conversationAutoAssigned.title: "Conversation auto-assigned"
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notification.conversationAssigned.title: "Conversation assigned"
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notification.conversationAssigned.line: "Conversation #%s has been assigned to you."
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notification.conversationAssigned.reason: "Assignment reason: %s"
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notification.conversationTransferred.reason: "Transfer reason: %s"
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notification.ticketAssigned.wxwork.no: "Ticket no: %s"
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notification.ticketAssigned.wxwork.title: "Title: %s"
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notification.ticketAssigned.wxwork.status: "Status: %s"
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notification.assignee: "Assignee: %s"
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notification.conversationAssigned.wxwork.id: "Conversation ID: #%d"
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notification.conversationAssigned.wxwork.summary: "Summary: %s"
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@@ -439,41 +412,22 @@ notification.time: "Time: %s"
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graph.confirmOrCancel: "Please reply with \"Confirm\" or \"Cancel\"."
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graph.needExplicitConfirmation: "I need your explicit confirmation. Please reply with \"Confirm\" or \"Cancel\"."
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graph.confirmationExpired: "This confirmation has expired. Please start again."
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graph.cancelCreateTicket: "Ticket creation has been cancelled."
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graph.cancelHandoff: "Human handoff has been cancelled."
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graph.ticketCreated: "Ticket created. Ticket no: %s. Title: %s."
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graph.createTicketConfirmPrompt: |-
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I am ready to create a ticket for you.
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Title: %s
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Description: %s
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Please reply with "Confirm" or "Cancel".
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graph.defaultHandoffReason: "The user needs human support."
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graph.handoffConfirmPrompt: |-
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I am ready to connect you to a human support agent.
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Reason: %s
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Please reply with "Confirm" or "Cancel".
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conversation.interrupt.defaultPrompt: "Please provide more information and try again."
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ticket.defaultConversationTitle: "Conversation ticket"
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tool.graph.createTicketConfirm.info: "Graph Tool. Handles ticket parameter preparation, user confirmation, actual ticket creation, and result return. Use only when the user explicitly asks to create a ticket and the title and description are clear."
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tool.graph.createTicketConfirm.param.title: "Ticket title. Concisely summarizes the issue."
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tool.graph.createTicketConfirm.param.description: "Ticket description. Clearly captures the user's issue, symptoms, and request."
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tool.graph.handoffConversation.info: "Graph Tool. Handles handoff reason preparation, user confirmation, actual human handoff, and result return. Use only when the user explicitly asks for a human agent or you have confirmed that human handling is required. Do not repeat the call when the result has terminal=true and shouldRetry=false."
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tool.graph.handoffConversation.param.reason: "Handoff reason. Briefly explain why a human is needed, such as explicit user request, manual verification, or after-sales handling."
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tool.graph.triageServiceRequest.info: "Graph Tool. Analyzes the current conversation to decide whether to continue answering, prepare a ticket draft, or hand off to a human. When ticket creation is recommended, it returns a structured ticket draft suggestion."
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tool.graph.triageServiceRequest.param.goal: "Analysis goal, such as whether to escalate, create a ticket, or hand off to a human."
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tool.graph.triageServiceRequest.info: "Graph Tool. Analyzes the current conversation to decide whether to continue answering or hand off to a human."
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tool.graph.triageServiceRequest.param.goal: "Analysis goal, such as whether to escalate or hand off to a human."
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tool.graph.triageServiceRequest.param.observedIssue: "Main issue or dispute observed in the conversation."
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tool.graph.triageServiceRequest.param.needTicket: "Whether to focus on evaluating ticket creation."
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tool.graph.triageServiceRequest.param.needHumanHandoff: "Whether to focus on evaluating human handoff."
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tool.graph.triageServiceRequest.param.additionalContext: "Additional context, such as risk signals or constraints already identified."
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tool.graph.analyzeConversation.info: "Graph Tool. Summarizes the current conversation, identifies complaint/payment/sentiment risk signals, and recommends whether to continue answering, create a ticket, or hand off to a human."
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tool.graph.analyzeConversation.param.goal: "Analysis goal, such as whether to hand off to a human, create a ticket, or perform risk review."
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tool.graph.analyzeConversation.info: "Graph Tool. Summarizes the current conversation, identifies complaint/payment/sentiment risk signals, and recommends whether to continue answering or hand off to a human."
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tool.graph.analyzeConversation.param.goal: "Analysis goal, such as whether to hand off to a human or perform risk review."
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tool.graph.analyzeConversation.param.observedIssue: "Main issue or request observed in the conversation."
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tool.graph.analyzeConversation.param.needQualityCheck: "Whether to focus on risk or quality review."
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tool.graph.analyzeConversation.param.additionalContext: "Additional context, such as disputes, complaint points, or business constraints already identified."
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tool.graph.prepareTicketDraft.info: "Graph Tool. Prepares a ticket draft from the current conversation and collected information. Use it before create_ticket_with_confirmation when the ticket content needs to be organized."
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tool.graph.prepareTicketDraft.param.title: "Prepared ticket title. Optional."
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tool.graph.prepareTicketDraft.param.description: "Prepared ticket description. Optional."
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tool.graph.prepareTicketDraft.param.issue: "The issue or error message the user is experiencing."
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tool.graph.prepareTicketDraft.param.impact: "Impact scope, such as unable to sign in, unable to place an order, or business interruption."
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tool.graph.prepareTicketDraft.param.expectedOutcome: "The user's expected outcome or request."
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tool.graph.prepareTicketDraft.param.currentAttempt: "Current attempted troubleshooting steps. Optional."
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@@ -373,39 +373,18 @@ tool.builtin.toolSearch.appendix: |-
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tool.builtin.skill.title: "加载专项技能说明"
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tool.builtin.skill.description: "用于按需加载当前 Agent 可用的专项技能说明文档，适合在需要专项处理规则时再注入上下文。"
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tool.graph.triageServiceRequest.title: "服务请求分流"
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tool.graph.triageServiceRequest.description: "Graph Tool。分析当前会话，判断应继续回答、准备工单草稿还是转人工；当适合创建工单时，也会准备工单草稿。"
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tool.graph.triageServiceRequest.description: "Graph Tool。分析当前会话，判断应继续回答还是转人工。"
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tool.graph.triageServiceRequest.appendix: |-
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当你需要在继续回答、创建工单、转人工之间做判断时，优先调用 triage_service_request，并遵守以下规则：
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1. 工具会返回 recommendedAction，并在需要创建工单时包含 ticketDraft。
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2. 如果 recommendedAction=continue_answering，继续澄清或回答，不要直接升级。
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3. 如果 recommendedAction=prepare_ticket，使用 ticketDraft 或补充缺失字段后，再考虑调用 create_ticket_with_confirmation。
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4. 如果 recommendedAction=handoff_to_human，先确认转人工原因足够明确，再调用 handoff_to_human。
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5. 当升级路径不明确时，使用此工具，而不是只依赖主提示词做复杂路由判断。
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当你需要在继续回答和转人工之间做判断时，优先调用 triage_service_request。
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1. 如果 recommendedAction=continue_answering，继续澄清或回答。
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2. 如果 recommendedAction=handoff_to_human，先确认转人工原因足够明确，再调用 handoff_to_human。
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tool.graph.analyzeConversation.title: "分析会话风险和摘要"
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tool.graph.analyzeConversation.description: "Graph Tool。总结当前会话，识别风险信号，并建议继续回答、创建工单或转人工。"
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tool.graph.analyzeConversation.description: "Graph Tool。总结当前会话，识别风险信号，并建议继续回答或转人工。"
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tool.graph.analyzeConversation.appendix: |-
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当会话可能涉及升级、退款、赔偿、明显负面情绪、创建工单或转人工时，优先调用 analyze_conversation，并遵守以下规则：
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1. 此工具返回结构化摘要、风险信号和下一步建议；它不会创建工单或执行转人工。
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当会话可能涉及升级、退款、赔偿、明显负面情绪或转人工时，优先调用 analyze_conversation。
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1. 此工具返回结构化摘要、风险信号和下一步建议。
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2. 如果工具建议 handoff_to_human，先确认转人工条件，再调用 handoff_to_human。
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3. 如果工具建议 prepare_ticket，调用 prepare_ticket_draft 或继续收集信息后再创建工单。
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4. 如果工具建议 continue_answering，继续澄清和回答，不要过早升级。
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tool.graph.prepareTicketDraft.title: "准备工单草稿"
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tool.graph.prepareTicketDraft.description: "Graph Tool。基于当前会话和已收集信息准备工单草稿，包括建议标题、描述、缺失字段和追问问题。"
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tool.graph.prepareTicketDraft.appendix: |-
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当用户要求创建工单、投诉、报障或售后处理，但标题或描述仍不清晰时，优先调用 prepare_ticket_draft，并遵守以下规则：
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1. 此工具会准备工单草稿，并返回建议标题、建议描述、缺失字段和追问问题。
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2. 如果 ready=false，根据 missingFields 和 followUpQuestions 继续追问，不要直接创建工单。
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3. 如果 ready=true，使用结果考虑调用 create_ticket_with_confirmation。
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4. 此工具只准备草稿，不会创建工单。
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tool.graph.createTicketConfirm.title: "创建工单确认流程"
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tool.graph.createTicketConfirm.description: "Graph Tool。处理工单参数准备、用户确认、实际创建工单和结果返回。"
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tool.graph.createTicketConfirm.appendix: |-
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收集到足够信息后，可以调用 create_ticket_with_confirmation，但必须遵守以下规则：
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1. 只有当用户明确想提交工单、投诉、问题报告或售后请求时，才考虑使用此工具。
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2. 调用前准备清晰的工单标题和问题描述；如果信息仍然分散，先调用 prepare_ticket_draft 或继续追问。
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3. 一旦准备创建工单，必须调用 create_ticket_with_confirmation，不要只用文本声称工单已创建。
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4. 此 Graph Tool 会先请求用户确认；只有用户确认后才会创建工单，用户取消则流程结束。
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5. 如果用户只是提问、泛泛抱怨或表达不满但没有明确要求创建工单，应继续澄清，而不是主动创建。
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3. 如果工具建议 continue_answering，继续澄清和回答，不要过早升级。
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tool.graph.handoffConversation.title: "转人工确认流程"
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tool.graph.handoffConversation.description: "Graph Tool。处理转人工原因准备、用户确认、实际转人工和结果返回。"
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tool.graph.handoffConversation.appendix: |-
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@@ -416,20 +395,14 @@ tool.graph.handoffConversation.appendix: |-
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4. 此 Graph Tool 会先请求用户确认；只有用户确认后才会转人工，用户取消则流程结束。
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5. 如果问题仍可在当前会话解决，继续帮助用户，不要过早升级。
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6. 如果工具返回 terminal=true 且 shouldRetry=false，说明转人工流程已结束，不要重复调用。
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conversation.handoff.waiting: "正在为你接入人工客服，请稍候。"
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conversation.handoff.waiting: "已为你转入人工客服队列，你可以继续留言，客服接入后会看到。"
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conversation.handoff.offHours: "当前不在人工客服服务时间内。你可以继续描述问题，我会尽力协助；也可以在服务时间恢复后再次申请人工客服。"
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notification.ticketAssigned.title: "工单指派提醒"
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notification.ticketAssigned.line: "工单 %s 已指派给你"
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notification.ticketAssigned.reason: "指派原因: %s"
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notification.conversationTransferred.title: "会话转接提醒"
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notification.conversationAutoAssigned.title: "会话自动分配提醒"
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notification.conversationAssigned.title: "会话分配提醒"
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notification.conversationAssigned.line: "会话 #%s 已分配给你"
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notification.conversationAssigned.reason: "分配原因: %s"
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notification.conversationTransferred.reason: "转接原因: %s"
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notification.ticketAssigned.wxwork.no: "工单号: %s"
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notification.ticketAssigned.wxwork.title: "工单标题: %s"
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notification.ticketAssigned.wxwork.status: "当前状态: %s"
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notification.assignee: "处理人: %s"
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notification.conversationAssigned.wxwork.id: "会话ID: #%d"
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notification.conversationAssigned.wxwork.summary: "摘要: %s"
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@@ -439,41 +412,22 @@ notification.time: "时间: %s"
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graph.confirmOrCancel: "请回复“确认”或“取消”。"
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graph.needExplicitConfirmation: "需要你明确确认。请回复“确认”或“取消”。"
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graph.confirmationExpired: "本次确认已过期，请重新发起。"
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graph.cancelCreateTicket: "已取消本次工单创建。"
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graph.cancelHandoff: "已取消本次转人工。"
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graph.ticketCreated: "工单已创建。工单号：%s。标题：%s。"
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graph.createTicketConfirmPrompt: |-
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我已准备好为你创建工单。
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标题：%s
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描述：%s
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请回复“确认”或“取消”。
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graph.defaultHandoffReason: "用户需要人工客服支持。"
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graph.handoffConfirmPrompt: |-
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我已准备好为你接入人工客服。
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原因：%s
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请回复“确认”或“取消”。
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conversation.interrupt.defaultPrompt: "请补充更多信息后再试。"
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ticket.defaultConversationTitle: "会话工单"
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tool.graph.createTicketConfirm.info: "Graph Tool。处理工单参数准备、用户确认、实际创建工单和结果返回。仅当用户明确要求创建工单且标题、描述清晰时使用。"
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tool.graph.createTicketConfirm.param.title: "工单标题。简洁概括问题。"
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tool.graph.createTicketConfirm.param.description: "工单描述。清晰记录用户的问题、现象和诉求。"
|
||||
tool.graph.handoffConversation.info: "Graph Tool。处理转人工原因准备、用户确认、实际转人工和结果返回。仅当用户明确要求人工客服，或你确认需要人工处理时使用。当结果 terminal=true 且 shouldRetry=false 时不要重复调用。"
|
||||
tool.graph.handoffConversation.param.reason: "转人工原因。简要说明为什么需要人工，例如用户明确要求、需要人工核验或售后处理。"
|
||||
tool.graph.triageServiceRequest.info: "Graph Tool。分析当前会话，判断应继续回答、准备工单草稿还是转人工。建议创建工单时，会返回结构化工单草稿建议。"
|
||||
tool.graph.triageServiceRequest.param.goal: "分析目标，例如是否升级、创建工单或转人工。"
|
||||
tool.graph.triageServiceRequest.info: "Graph Tool。分析当前会话，判断应继续回答还是转人工。"
|
||||
tool.graph.triageServiceRequest.param.goal: "分析目标，例如是否升级或转人工。"
|
||||
tool.graph.triageServiceRequest.param.observedIssue: "当前会话中观察到的主要问题或争议。"
|
||||
tool.graph.triageServiceRequest.param.needTicket: "是否重点评估创建工单。"
|
||||
tool.graph.triageServiceRequest.param.needHumanHandoff: "是否重点评估转人工。"
|
||||
tool.graph.triageServiceRequest.param.additionalContext: "补充上下文，例如已经识别的风险信号或约束。"
|
||||
tool.graph.analyzeConversation.info: "Graph Tool。总结当前会话，识别投诉、支付、情绪等风险信号，并建议继续回答、创建工单或转人工。"
|
||||
tool.graph.analyzeConversation.param.goal: "分析目标，例如是否转人工、创建工单或执行风险复核。"
|
||||
tool.graph.analyzeConversation.info: "Graph Tool。总结当前会话，识别投诉、支付、情绪等风险信号，并建议继续回答或转人工。"
|
||||
tool.graph.analyzeConversation.param.goal: "分析目标，例如是否转人工或执行风险复核。"
|
||||
tool.graph.analyzeConversation.param.observedIssue: "当前会话中观察到的主要问题或请求。"
|
||||
tool.graph.analyzeConversation.param.needQualityCheck: "是否重点进行风险或质量复核。"
|
||||
tool.graph.analyzeConversation.param.additionalContext: "补充上下文，例如争议点、投诉点或已识别的业务约束。"
|
||||
tool.graph.prepareTicketDraft.info: "Graph Tool。根据当前会话和已收集信息准备工单草稿。当工单内容需要整理时，应在 create_ticket_with_confirmation 之前使用。"
|
||||
tool.graph.prepareTicketDraft.param.title: "准备好的工单标题，可选。"
|
||||
tool.graph.prepareTicketDraft.param.description: "准备好的工单描述，可选。"
|
||||
tool.graph.prepareTicketDraft.param.issue: "用户正在遇到的问题或报错信息。"
|
||||
tool.graph.prepareTicketDraft.param.impact: "影响范围，例如无法登录、无法下单或业务中断。"
|
||||
tool.graph.prepareTicketDraft.param.expectedOutcome: "用户期望的处理结果或诉求。"
|
||||
tool.graph.prepareTicketDraft.param.currentAttempt: "当前已尝试过的处理步骤，可选。"
|
||||
|
||||
Reference in New Issue
Block a user