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。
2026-08-28 22:23:13 +08:00
parent 6845c728f8
commit 18c9354095
377 changed files with 13199 additions and 22881 deletions
@@ -7,6 +7,7 @@ import (
 	"math"
 	"slices"
 	"strings"
+	"sync"
 	"sync/atomic"
 	"time"

@@ -49,7 +50,11 @@ type dispatchPoolReport struct {
 	Reason              string
 }

-var errConversationDispatchConflict = errors.New("conversation dispatch conflict")
+var (
+	errConversationDispatchConflict = errors.New("conversation dispatch conflict")
+	errDispatchCandidateUnavailable = errors.New("dispatch candidate unavailable")
+	dispatchAssignmentMu            sync.Mutex
+)

 const pendingDispatchBatchLimit = 50

@@ -66,11 +71,17 @@ func (s *conversationDispatchService) DispatchConversation(conversationID int64)
 	if conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
 		return nil, nil
 	}
-	aiAgent := AIAgentService.Get(conversation.AIAgentID)
-	if aiAgent == nil || aiAgent.Status != enums.StatusOk {
-		return nil, nil
+	if conversation.CurrentTeamID > 0 {
+		return s.dispatchPendingConversationForTeams(conversation, []int64{conversation.CurrentTeamID}, conversation.AIAgentID)
 	}
-	return s.DispatchPendingConversation(conversation, aiAgent)
+	if conversation.AIAgentID > 0 {
+		aiAgent := AIAgentService.Get(conversation.AIAgentID)
+		if aiAgent == nil || aiAgent.Status != enums.StatusOk {
+			return nil, nil
+		}
+		return s.DispatchPendingConversation(conversation, aiAgent)
+	}
+	return s.dispatchPendingConversationForTeams(conversation, s.findAllActiveScheduleTeamIDs(time.Now()), 0)
 }

 func (s *conversationDispatchService) DispatchPendingConversation(conversation *models.Conversation, aiAgent *models.AIAgent) (*models.Conversation, error) {
@@ -82,10 +93,20 @@ func (s *conversationDispatchService) DispatchPendingConversation(conversation *
 	}

 	teamIDs := utils.SplitInt64s(aiAgent.TeamIDs)
+	if conversation.CurrentTeamID > 0 {
+		teamIDs = []int64{conversation.CurrentTeamID}
+	}
+	return s.dispatchPendingConversationForTeams(conversation, teamIDs, aiAgent.ID)
+}
+
+func (s *conversationDispatchService) dispatchPendingConversationForTeams(conversation *models.Conversation, teamIDs []int64, aiAgentID int64) (*models.Conversation, error) {
+	if conversation == nil || conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
+		return nil, nil
+	}
 	if len(teamIDs) == 0 {
-		slog.Debug("skip auto dispatch due to empty ai agent team ids",
+		slog.Debug("skip auto dispatch due to empty dispatch team ids",
 			"conversation_id", conversation.ID,
-			"ai_agent_id", aiAgent.ID,
+			"ai_agent_id", aiAgentID,
 		)
 		return nil, nil
 	}
@@ -97,7 +118,7 @@ func (s *conversationDispatchService) DispatchPendingConversation(conversation *
 	if len(candidates) == 0 {
 		slog.Debug("no dispatch candidate available",
 			"conversation_id", conversation.ID,
-			"ai_agent_id", aiAgent.ID,
+			"ai_agent_id", aiAgentID,
 			"requested_team_ids", report.RequestedTeamIDs,
 			"active_schedule_team_ids", report.ActiveScheduleTeams,
 			"matched_profiles", report.MatchedProfiles,
@@ -110,6 +131,9 @@ func (s *conversationDispatchService) DispatchPendingConversation(conversation *
 	for _, candidate := range candidates {
 		dispatched, err := s.tryAssignConversation(conversation.ID, candidate.profile, "自动分配")
 		if err != nil {
+			if errors.Is(err, errDispatchCandidateUnavailable) {
+				continue
+			}
 			if errors.Is(err, errConversationDispatchConflict) {
 				return nil, nil
 			}
@@ -118,7 +142,7 @@ func (s *conversationDispatchService) DispatchPendingConversation(conversation *
 		if dispatched != nil {
 			slog.Info("conversation auto dispatched",
 				"conversation_id", dispatched.ID,
-				"ai_agent_id", aiAgent.ID,
+				"ai_agent_id", aiAgentID,
 				"assignee_id", dispatched.CurrentAssigneeID,
 				"team_id", dispatched.CurrentTeamID,
 				"candidate_count", report.CandidateCount,
@@ -137,7 +161,7 @@ func (s *conversationDispatchService) DispatchPendingConversation(conversation *
 	}
 	slog.Debug("auto dispatch candidate list exhausted without assignment",
 		"conversation_id", conversation.ID,
-		"ai_agent_id", aiAgent.ID,
+		"ai_agent_id", aiAgentID,
 		"candidate_count", report.CandidateCount,
 	)
 	return nil, nil
@@ -155,11 +179,18 @@ func (s *conversationDispatchService) DispatchPendingConversations(limit int) (i
 	conversations := ConversationService.Find(sqls.NewCnd().
 		Eq("status", enums.IMConversationStatusPending).
 		Eq("current_assignee_id", 0).
-		Desc("id"))
+		Asc("id"))
 	if len(conversations) == 0 {
 		return 0, nil
 	}

+	now := time.Now()
+	ConversationQueueService.Sort(conversations, now)
+	poolIDs := make(map[int64]struct{})
+	for _, conversation := range conversations {
+		poolIDs[conversation.CurrentTeamID] = struct{}{}
+	}
+
 	dispatchedCount := 0
 	scannedCount := 0
 	for i, conversation := range conversations {
@@ -182,6 +213,9 @@ func (s *conversationDispatchService) DispatchPendingConversations(limit int) (i
 			"limit", limit,
 		)
 	}
+	for teamID := range poolIDs {
+		ConversationQueueService.PublishPoolUpdates(teamID)
+	}
 	return dispatchedCount, nil
 }

@@ -379,6 +413,18 @@ func (s *conversationDispatchService) findActiveScheduleTeamIDs(teamIDs []int64,
 	return ret
 }

+func (s *conversationDispatchService) findAllActiveScheduleTeamIDs(now time.Time) []int64 {
+	if !sqls.DB().Migrator().HasTable(&models.AgentTeam{}) || !sqls.DB().Migrator().HasTable(&models.AgentTeamSchedule{}) {
+		return nil
+	}
+	teams := AgentTeamService.Find(sqls.NewCnd().Eq("status", enums.StatusOk).Asc("id"))
+	teamIDs := make([]int64, 0, len(teams))
+	for _, team := range teams {
+		teamIDs = append(teamIDs, team.ID)
+	}
+	return s.findActiveScheduleTeamIDs(teamIDs, now)
+}
+
 func (s *conversationDispatchService) findActiveConversationCountMap(userIDs []int64) (map[int64]int, error) {
 	ret := make(map[int64]int, len(userIDs))
 	if len(userIDs) == 0 {
@@ -404,8 +450,12 @@ func (s *conversationDispatchService) findActiveConversationCountMap(userIDs []i
 }

 func (s *conversationDispatchService) tryAssignConversation(conversationID int64, candidate models.AgentProfile, reason string) (*models.Conversation, error) {
+	dispatchAssignmentMu.Lock()
+	defer dispatchAssignmentMu.Unlock()
+
 	now := time.Now()
 	operator := systemDispatchPrincipal()
+	var previousTeamID int64

 	err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
 		conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
@@ -415,6 +465,25 @@ func (s *conversationDispatchService) tryAssignConversation(conversationID int64
 		if conversation.Status != enums.IMConversationStatusPending || conversation.CurrentAssigneeID > 0 {
 			return errConversationDispatchConflict
 		}
+		previousTeamID = conversation.CurrentTeamID
+
+		var currentProfile models.AgentProfile
+		if err := ctx.Tx.Where("id = ?", candidate.ID).First(&currentProfile).Error; err != nil {
+			return errDispatchCandidateUnavailable
+		}
+		if currentProfile.Status != enums.StatusOk || !currentProfile.AutoAssignEnabled || currentProfile.ServiceStatus != enums.ServiceStatusIdle || currentProfile.UserID != candidate.UserID {
+			return errDispatchCandidateUnavailable
+		}
+		var activeCount int64
+		if err := ctx.Tx.Model(&models.Conversation{}).
+			Where("status = ? AND current_assignee_id = ?", enums.IMConversationStatusActive, currentProfile.UserID).
+			Count(&activeCount).Error; err != nil {
+			return err
+		}
+		if currentProfile.MaxConcurrentCount > 0 && activeCount >= int64(currentProfile.MaxConcurrentCount) {
+			return errDispatchCandidateUnavailable
+		}
+		candidate = currentProfile

 		if err := ConversationAssignmentService.FinishActiveAssignments(ctx, conversationID, now); err != nil {
 			return err
@@ -445,17 +514,19 @@ func (s *conversationDispatchService) tryAssignConversation(conversationID int64
 	if err != nil {
 		return nil, err
 	}
-	return ConversationService.Get(conversationID), nil
+	dispatched := ConversationService.Get(conversationID)
+	ConversationQueueService.PublishPoolUpdates(previousTeamID)
+	return dispatched, nil
 }

 func buildDispatchEventPayload(fromAssigneeID, toAssigneeID, toTeamID int64, reason string) string {
 	return ConversationService.buildEventPayload(map[string]any{
-		"fromStatus":     enums.IMConversationStatusPending,
-		"toStatus":       enums.IMConversationStatusActive,
-		"fromAssigneeId": fromAssigneeID,
-		"toAssigneeId":   toAssigneeID,
-		"toTeamId":       toTeamID,
-		"reason":         strings.TrimSpace(reason),
+		"from_status":      enums.IMConversationStatusPending,
+		"to_status":        enums.IMConversationStatusActive,
+		"from_assignee_id": fromAssigneeID,
+		"to_assignee_id":   toAssigneeID,
+		"to_team_id":       toTeamID,
+		"reason":           strings.TrimSpace(reason),
 	})
 }