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:
t
@@ -0,0 +1,378 @@
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package services
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import (
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"context"
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"fmt"
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"log/slog"
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"sort"
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"strings"
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"sync"
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"code.tczkiot.com/wlw/ai-agent/contract"
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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/errorsx"
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"code.tczkiot.com/wlw/ai-agent/internal/pkg/openidentity"
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"github.com/mlogclub/simple/common/strs"
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)
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var CustomerQuickActionService = &customerQuickActionService{}
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type customerQuickActionService struct {
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mu sync.RWMutex
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actions map[string]contract.CustomerQuickAction
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}
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func SetCustomerQuickActions(actions []contract.CustomerQuickAction) error {
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registered := make(map[string]contract.CustomerQuickAction, len(actions))
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for _, action := range actions {
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action.Code = strings.TrimSpace(action.Code)
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action.Title = strings.TrimSpace(action.Title)
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action.Description = strings.TrimSpace(action.Description)
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action.Message = strings.TrimSpace(action.Message)
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if action.Code == "" || action.Title == "" || action.Message == "" {
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return fmt.Errorf("ai-agent: customer quick action code, title and message are required")
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}
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if action.Execute == nil {
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return fmt.Errorf("ai-agent: customer quick action executor is required: %s", action.Code)
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}
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if _, exists := registered[action.Code]; exists {
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return fmt.Errorf("ai-agent: duplicate customer quick action code: %s", action.Code)
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}
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registered[action.Code] = action
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}
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CustomerQuickActionService.mu.Lock()
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CustomerQuickActionService.actions = registered
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CustomerQuickActionService.mu.Unlock()
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return nil
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}
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func (s *customerQuickActionService) ListForConversation(ctx context.Context, conversation *models.Conversation) ([]contract.CustomerQuickAction, error) {
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if conversation == nil {
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return nil, nil
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}
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conversation = resolveQuickActionConversation(ctx, conversation)
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s.mu.RLock()
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actions := make([]contract.CustomerQuickAction, 0, len(s.actions))
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for _, action := range s.actions {
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if quickActionSupportsCustomerType(action, conversation.CustomerType) {
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actions = append(actions, action)
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}
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}
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s.mu.RUnlock()
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businessContext := quickActionBusinessContext(ctx, conversation)
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ret := make([]contract.CustomerQuickAction, 0, len(actions))
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for _, action := range actions {
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if action.Available != nil {
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available, err := action.Available(ctx, businessContext)
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if err != nil {
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slog.Warn("check customer quick action availability failed", "code", action.Code, "conversation_id", conversation.ID, "error", err)
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continue
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}
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if !available {
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continue
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}
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}
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ret = append(ret, action)
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}
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sort.Slice(ret, func(i, j int) bool {
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if ret[i].Sort == ret[j].Sort {
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return ret[i].Code < ret[j].Code
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}
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return ret[i].Sort < ret[j].Sort
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})
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return ret, nil
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}
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func (s *customerQuickActionService) ExecuteAndRecord(
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ctx context.Context,
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conversationID int64,
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code string,
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clientMsgID string,
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external openidentity.ExternalUser,
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requestID string,
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) (*models.Message, *models.Message, error) {
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conversation := ConversationService.Get(conversationID)
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if conversation == nil {
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return nil, nil, errorsx.InvalidParamI18n("error.e0116")
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}
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if !ConversationService.IsCustomerConversationOwner(conversation, external) {
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return nil, nil, errorsx.ForbiddenI18n("error.e0222")
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}
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conversation = resolveQuickActionConversation(ctx, conversation)
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action, ok := s.resolve(code, conversation.CustomerType)
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if !ok {
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return nil, nil, errorsx.InvalidParam("customer quick action is unavailable")
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}
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businessContext := quickActionBusinessContext(ctx, conversation)
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if action.Available != nil {
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available, err := action.Available(ctx, businessContext)
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if err != nil {
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return nil, nil, err
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}
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if !available {
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return nil, nil, errorsx.InvalidParam("customer quick action is currently unavailable")
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}
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}
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if action.TriggerAI {
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customerMessage, err := MessageService.SendCustomerMessageWithContextAndRequestID(ctx,
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conversation.ID, clientMsgID, enums.IMMessageTypeText, action.Message, "", external, requestID,
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)
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return customerMessage, nil, err
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}
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reply, err := action.Execute(ctx, businessContext)
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if err != nil {
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return nil, nil, err
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}
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reply = strings.TrimSpace(reply)
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if reply == "" {
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return nil, nil, errorsx.InvalidParam("customer quick action returned an empty reply")
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}
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customerMessage, err := MessageService.SendCustomerMessageWithoutAIReplyWithContextAndRequestID(ctx,
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conversation.ID,
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clientMsgID,
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enums.IMMessageTypeText,
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action.Message,
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"",
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external,
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requestID,
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)
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if err != nil {
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return nil, nil, err
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}
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replyClientMsgID := strs.UUID()
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if value := strings.TrimSpace(clientMsgID); value != "" {
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if len(value) > 96 {
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value = value[:96]
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}
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replyClientMsgID = value + "_auto_reply"
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}
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replyMessage, err := MessageService.SendAutomaticServiceMessageWithRequestID(
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conversation.ID,
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replyClientMsgID,
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reply,
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requestID,
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)
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if err != nil {
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return customerMessage, nil, err
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}
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return customerMessage, replyMessage, nil
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}
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// ExecuteMatchedReply executes a deterministic quick action for an already
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// recorded customer message. It is used by the AI reply pipeline so explicit
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// read commands do not depend on a model deciding whether to call a tool.
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func (s *customerQuickActionService) ExecuteMatchedReply(
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ctx context.Context,
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conversation *models.Conversation,
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content string,
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requestID string,
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sourceMessageID int64,
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) (bool, error) {
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if conversation == nil || strings.TrimSpace(content) == "" {
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return false, nil
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}
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actions := s.matchingDeterministicActions(content, conversation.CustomerType)
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if len(actions) == 0 {
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return false, nil
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}
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return s.executeDeterministicReplies(ctx, conversation, actions, requestID, sourceMessageID)
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}
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func (s *customerQuickActionService) ExecuteSelectedReply(
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ctx context.Context,
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conversation *models.Conversation,
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selection int,
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requestID string,
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sourceMessageID int64,
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) (matched bool, aiMessage string, err error) {
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if conversation == nil || selection <= 0 {
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return false, "", nil
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}
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actions, err := s.ListForConversation(ctx, conversation)
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if err != nil {
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return false, "", err
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}
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if selection > len(actions) {
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return false, "", nil
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}
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action := actions[selection-1]
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return s.executeActionReply(ctx, conversation, action, requestID, sourceMessageID)
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}
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// ExecuteActionReply executes a registered quick action by code for an already
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// recorded customer message. It is used for deterministic conversational
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// choices whose display order is not the main quick-action menu order.
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func (s *customerQuickActionService) ExecuteActionReply(
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ctx context.Context,
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conversation *models.Conversation,
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code string,
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requestID string,
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sourceMessageID int64,
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) (matched bool, aiMessage string, err error) {
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if conversation == nil || strings.TrimSpace(code) == "" {
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return false, "", nil
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}
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actions, err := s.ListForConversation(ctx, conversation)
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if err != nil {
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return false, "", err
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}
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for _, action := range actions {
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if action.Code == strings.TrimSpace(code) {
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return s.executeActionReply(ctx, conversation, action, requestID, sourceMessageID)
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}
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}
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return false, "", nil
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}
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func (s *customerQuickActionService) executeActionReply(
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ctx context.Context,
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conversation *models.Conversation,
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action contract.CustomerQuickAction,
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requestID string,
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sourceMessageID int64,
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) (matched bool, aiMessage string, err error) {
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if action.TriggerAI {
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return true, action.Message, nil
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}
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matched, err = s.executeDeterministicReplies(
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ctx, conversation, []contract.CustomerQuickAction{action}, requestID, sourceMessageID,
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)
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return matched, "", err
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}
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func (s *customerQuickActionService) executeDeterministicReplies(
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ctx context.Context,
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conversation *models.Conversation,
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actions []contract.CustomerQuickAction,
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requestID string,
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sourceMessageID int64,
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) (bool, error) {
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businessContext := quickActionBusinessContext(ctx, conversation)
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replies := make([]string, 0, len(actions))
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for _, action := range actions {
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if action.Available != nil {
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available, err := action.Available(ctx, businessContext)
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if err != nil {
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return true, err
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}
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if !available {
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continue
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}
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}
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reply, err := action.Execute(ctx, businessContext)
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if err != nil {
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return true, err
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}
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reply = strings.TrimSpace(reply)
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if reply == "" {
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return true, errorsx.InvalidParam("customer quick action returned an empty reply")
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}
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replies = append(replies, reply)
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}
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if len(replies) == 0 {
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return false, nil
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}
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clientMsgID := fmt.Sprintf("matched_action_%d", sourceMessageID)
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_, err := MessageService.SendAutomaticServiceMessageWithRequestID(
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conversation.ID,
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clientMsgID,
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strings.Join(replies, "\n\n"),
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requestID,
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)
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return true, err
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}
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func (s *customerQuickActionService) matchingDeterministicActions(content, customerType string) []contract.CustomerQuickAction {
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s.mu.RLock()
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defer s.mu.RUnlock()
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matched := make([]contract.CustomerQuickAction, 0, 1)
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for _, action := range s.actions {
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if action.TriggerAI || action.MatchIntent == nil || !quickActionSupportsCustomerType(action, customerType) {
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continue
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}
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if action.MatchIntent(content) {
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matched = append(matched, action)
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}
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}
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// Free text must only bypass the Agent when it is one short, unambiguous
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// lookup. Negations, explanations and compound requests need conversational
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// reasoning; returning one or more keyword templates here would silently
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// discard the customer's actual intent. Menu selections and explicit action
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// codes use separate deterministic entry points and are unaffected.
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if len(matched) != 1 || !isHighConfidenceDeterministicQuickActionMessage(content) {
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return nil
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}
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sort.Slice(matched, func(i, j int) bool {
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if matched[i].Sort == matched[j].Sort {
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return matched[i].Code < matched[j].Code
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}
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return matched[i].Sort < matched[j].Sort
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})
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return matched
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}
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func isHighConfidenceDeterministicQuickActionMessage(content string) bool {
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text := strings.TrimSpace(content)
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if text == "" || len([]rune(text)) > 28 {
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return false
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}
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for _, marker := range []string{
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"不是", "而是", "不要", "别", "搞错", "说错",
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"为什么", "怎么", "如何", "能否", "可以吗", "咨询", "原因",
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"另外", "还有", "顺便", "同时", "并且", "而且", "以及",
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"\n", "；", ";",
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} {
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if strings.Contains(text, marker) {
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return false
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}
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}
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return true
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}
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func quickActionBusinessContext(ctx context.Context, conversation *models.Conversation) contract.BusinessReadContext {
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if conversation == nil {
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return contract.BusinessReadContext{}
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}
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businessContext := contract.BusinessReadContext{
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ConversationID: conversation.ID,
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CustomerType: conversation.CustomerType,
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CustomerID: conversation.CustomerID,
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CustomerExternalID: conversation.CustomerExternalID,
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CustomerName: conversation.CustomerName,
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}
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if proof, ok := contract.CustomerAccessProofFromContext(ctx); ok {
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businessContext.AccessProof = &proof
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businessContext.RequestMessageID = proof.MessageID
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businessContext.RequestID = proof.RequestID
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}
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return businessContext
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}
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func (s *customerQuickActionService) resolve(code, customerType string) (contract.CustomerQuickAction, bool) {
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s.mu.RLock()
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defer s.mu.RUnlock()
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action, ok := s.actions[strings.TrimSpace(code)]
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if !ok || !quickActionSupportsCustomerType(action, customerType) {
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return contract.CustomerQuickAction{}, false
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}
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return action, true
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}
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func quickActionSupportsCustomerType(action contract.CustomerQuickAction, customerType string) bool {
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if len(action.CustomerTypes) == 0 {
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return true
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}
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for _, candidate := range action.CustomerTypes {
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if strings.EqualFold(strings.TrimSpace(candidate), strings.TrimSpace(customerType)) {
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return true
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}
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}
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return false
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}
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