feat: add conversation understanding and reply policy nodes to workflow executor

- Implemented conversation understanding and reply policy execution in the workflow executor.
- Added new node types: NodeTypeConversationUnderstanding and NodeTypeReplyPolicy.
- Enhanced input and output schemas for the new nodes.
- Updated workflow registry to include new node specifications.
- Created tests for the new workflow routes and behaviors.
- Modified existing workflows to integrate the new conversation understanding and reply policy logic.

internal/ai/runtime/workflow/executor.go

@@ -4,7 +4,9 @@ import (
 	"context"
 	"encoding/json"
 	"fmt"
+	"html"
 	"reflect"
+	"regexp"
 	"strconv"
 	"strings"
 	"time"
@@ -24,6 +26,8 @@ import (
 
 const maxWorkflowSteps = 128
 
+var workflowHTMLTagPattern = regexp.MustCompile(`<[^>]+>`)
+
 type Input struct {
 	Definition   dsl.Definition
 	Conversation models.Conversation
@@ -259,6 +263,10 @@ func (e *Executor) executeNode(ctx context.Context, state *runState, node dsl.No
 			"knowledgeBaseIds":  utils.SplitInt64s(state.input.AIAgent.KnowledgeIDs),
 			"conversationState": state.input.Conversation.Status,
 		})
+	case workflowregistry.NodeTypeConversationUnderstanding:
+		return e.executeConversationUnderstanding(state, node)
+	case workflowregistry.NodeTypeReplyPolicy:
+		return e.executeReplyPolicy(state, node)
 	case workflowregistry.NodeTypeKnowledgeRetrieve:
 		return e.executeKnowledgeRetrieve(ctx, state, node)
 	case workflowregistry.NodeTypeAnswerabilityGate:
@@ -292,6 +300,44 @@ func (e *Executor) executeNode(ctx context.Context, state *runState, node dsl.No
 	return nil
 }
 
+func (e *Executor) executeConversationUnderstanding(state *runState, node dsl.Node) error {
+	rawMessage := strings.TrimSpace(toString(state.resolveInput(node, "userMessage")))
+	if rawMessage == "" {
+		rawMessage = state.input.UserMessage.Content
+	}
+	understanding := understandConversationMessage(rawMessage)
+	state.setNodeVars(node.ID, map[string]any{
+		"normalizedMessage": understanding.NormalizedMessage,
+		"messageIntent":     understanding.MessageIntent,
+		"answerScope":       understanding.AnswerScope,
+		"confidence":        understanding.Confidence,
+		"riskSignals":       understanding.RiskSignals,
+		"reason":            understanding.Reason,
+	})
+	return nil
+}
+
+func (e *Executor) executeReplyPolicy(state *runState, node dsl.Node) error {
+	intent := strings.TrimSpace(toString(state.resolveInput(node, "messageIntent")))
+	scope := strings.TrimSpace(toString(state.resolveInput(node, "answerScope")))
+	userMessage := normalizeWorkflowUserMessage(toString(state.resolveInput(node, "userMessage")))
+	decision := decideWorkflowReplyPolicy(state.input.AIAgent, workflowReplyPolicyInput{
+		MessageIntent: intent,
+		AnswerScope:   scope,
+		UserMessage:   userMessage,
+		Answerability: strings.TrimSpace(toString(state.resolveInput(node, "answerability"))),
+	})
+	state.setNodeVars(node.ID, map[string]any{
+		"action":           decision.Action,
+		"replyText":        decision.ReplyText,
+		"reason":           decision.Reason,
+		"requiresFlow":     decision.RequiresFlow,
+		"targetFlow":       decision.TargetFlow,
+		"finalReplySource": decision.FinalReplySource,
+	})
+	return nil
+}
+
 func (e *Executor) executeCreateTicket(state *runState, node dsl.Node) error {
 	confirmed := truthy(state.resolveInput(node, "confirmed"))
 	if !confirmed {
@@ -344,6 +390,164 @@ func workflowAIPrincipal(aiAgent models.AIAgent) *dto.AuthPrincipal {
 	}
 }
 
+type workflowConversationUnderstanding struct {
+	NormalizedMessage string
+	MessageIntent     string
+	AnswerScope       string
+	Confidence        float64
+	RiskSignals       []string
+	Reason            string
+}
+
+type workflowReplyPolicyInput struct {
+	MessageIntent string
+	AnswerScope   string
+	UserMessage   string
+	Answerability string
+}
+
+type workflowReplyPolicyDecision struct {
+	Action           string
+	ReplyText        string
+	Reason           string
+	RequiresFlow     bool
+	TargetFlow       string
+	FinalReplySource string
+}
+
+func understandConversationMessage(rawMessage string) workflowConversationUnderstanding {
+	message := normalizeWorkflowUserMessage(rawMessage)
+	ret := workflowConversationUnderstanding{
+		NormalizedMessage: message,
+		MessageIntent:     "unknown",
+		AnswerScope:       "needs_clarification",
+		Confidence:        0.5,
+		Reason:            "message intent is unclear",
+	}
+	if message == "" {
+		ret.MessageIntent = "unknown"
+		ret.AnswerScope = "needs_clarification"
+		ret.Confidence = 0.9
+		ret.Reason = "empty message"
+		return ret
+	}
+	lower := strings.ToLower(message)
+	switch {
+	case isGreetingMessage(lower):
+		ret.MessageIntent = "greeting"
+		ret.AnswerScope = "direct_reply"
+		ret.Confidence = 0.98
+		ret.Reason = "matched greeting phrase"
+	case containsAnyWorkflowText(lower, "谢谢", "感谢", "多谢", "辛苦了", "thank"):
+		ret.MessageIntent = "thanks"
+		ret.AnswerScope = "direct_reply"
+		ret.Confidence = 0.95
+		ret.Reason = "matched thanks phrase"
+	case containsAnyWorkflowText(lower, "再见", "拜拜", "不用了", "没事了", "结束"):
+		ret.MessageIntent = "end_conversation"
+		ret.AnswerScope = "direct_reply"
+		ret.Confidence = 0.9
+		ret.Reason = "matched ending phrase"
+	case containsAnyWorkflowText(lower, "人工", "转人工", "真人", "客服"):
+		ret.MessageIntent = "handoff_request"
+		ret.AnswerScope = "needs_handoff"
+		ret.Confidence = 0.95
+		ret.RiskSignals = append(ret.RiskSignals, "handoff_requested")
+		ret.Reason = "matched handoff phrase"
+	case containsAnyWorkflowText(lower, "投诉", "举报", "差评", "曝光", "起诉", "律师", "12315"):
+		ret.MessageIntent = "complaint"
+		ret.AnswerScope = "needs_handoff"
+		ret.Confidence = 0.92
+		ret.RiskSignals = append(ret.RiskSignals, "complaint_escalation")
+		ret.Reason = "matched complaint phrase"
+	case containsAnyWorkflowText(lower, "工单", "报障", "售后", "登记问题", "记录问题"):
+		ret.MessageIntent = "ticket_request"
+		ret.AnswerScope = "needs_ticket"
+		ret.Confidence = 0.9
+		ret.RiskSignals = append(ret.RiskSignals, "ticket_expected")
+		ret.Reason = "matched ticket phrase"
+	case containsAnyWorkflowText(lower, "确认", "可以", "好的", "好", "是的", "取消"):
+		ret.MessageIntent = "confirmation"
+		ret.AnswerScope = "direct_reply"
+		ret.Confidence = 0.8
+		ret.Reason = "matched confirmation phrase"
+	case isAmbiguousWorkflowQuestion(lower):
+		ret.MessageIntent = "ambiguous_question"
+		ret.AnswerScope = "needs_clarification"
+		ret.Confidence = 0.82
+		ret.Reason = "message lacks a concrete business object"
+	default:
+		ret.MessageIntent = "business_question"
+		ret.AnswerScope = "needs_knowledge"
+		ret.Confidence = 0.7
+		ret.Reason = "default business question policy"
+	}
+	return ret
+}
+
+func decideWorkflowReplyPolicy(aiAgent models.AIAgent, input workflowReplyPolicyInput) workflowReplyPolicyDecision {
+	intent := strings.TrimSpace(input.MessageIntent)
+	scope := strings.TrimSpace(input.AnswerScope)
+	if answerability := strings.TrimSpace(input.Answerability); answerability != "" && answerability != "answerable" {
+		return workflowReplyPolicyDecision{
+			Action:           "knowledge_fallback",
+			ReplyText:        workflowKnowledgeFallbackReply(aiAgent),
+			Reason:           "knowledge is not sufficient for business answer",
+			FinalReplySource: "knowledge_fallback",
+		}
+	}
+	switch {
+	case intent == "greeting":
+		return workflowReplyPolicyDecision{Action: "direct_reply", ReplyText: "您好，请问有什么可以帮您？", Reason: "greeting can be answered directly", FinalReplySource: "direct_reply"}
+	case intent == "thanks":
+		return workflowReplyPolicyDecision{Action: "direct_reply", ReplyText: "不客气，如有其他问题可以继续告诉我。", Reason: "thanks can be answered directly", FinalReplySource: "direct_reply"}
+	case intent == "end_conversation":
+		return workflowReplyPolicyDecision{Action: "end_conversation", ReplyText: "好的，如后续还有问题可以随时联系。", Reason: "conversation ending phrase", FinalReplySource: "direct_reply"}
+	case intent == "confirmation":
+		return workflowReplyPolicyDecision{Action: "direct_reply", ReplyText: "好的，请继续补充需要处理的问题。", Reason: "confirmation without pending interrupt", FinalReplySource: "direct_reply"}
+	case intent == "handoff_request" || scope == "needs_handoff":
+		return workflowReplyPolicyDecision{Action: "handoff_to_human", Reason: "user requested human support or risk requires handoff", RequiresFlow: true, TargetFlow: "handoff_to_human", FinalReplySource: "handoff_notice"}
+	case intent == "ticket_request" || scope == "needs_ticket":
+		return workflowReplyPolicyDecision{Action: "prepare_ticket", Reason: "user requested ticket handling", RequiresFlow: true, TargetFlow: "prepare_ticket", FinalReplySource: "ticket_result"}
+	case intent == "ambiguous_question" || scope == "needs_clarification":
+		return workflowReplyPolicyDecision{Action: "clarify", ReplyText: "请补充具体的产品、场景、报错信息或你希望处理的结果，我再继续帮你确认。", Reason: "message needs clarification", FinalReplySource: "clarification"}
+	case scope == "needs_knowledge":
+		return workflowReplyPolicyDecision{Action: "retrieve_knowledge", Reason: "business question should be answered with knowledge evidence", RequiresFlow: true, TargetFlow: "knowledge", FinalReplySource: "knowledge_answer"}
+	default:
+		return workflowReplyPolicyDecision{Action: "clarify", ReplyText: "请补充更具体的问题，我再继续帮你处理。", Reason: "fallback to clarification for unclear policy input", FinalReplySource: "clarification"}
+	}
+}
+
+func normalizeWorkflowUserMessage(value string) string {
+	value = strings.TrimSpace(value)
+	if value == "" {
+		return ""
+	}
+	value = workflowHTMLTagPattern.ReplaceAllString(value, " ")
+	value = html.UnescapeString(value)
+	value = strings.Join(strings.Fields(value), " ")
+	return strings.TrimSpace(value)
+}
+
+func isGreetingMessage(value string) bool {
+	trimmed := strings.Trim(value, " 	\r\n。.!！?？~～")
+	return containsAnyWorkflowText(trimmed, "你好", "您好", "在吗", "在不在") || trimmed == "hello" || trimmed == "hi"
+}
+
+func isAmbiguousWorkflowQuestion(value string) bool {
+	trimmed := strings.Trim(value, " 	\r\n。.!！?？~～")
+	return containsAnyWorkflowText(trimmed, "怎么弄", "怎么办", "怎么处理", "帮我看看", "有问题") || len([]rune(trimmed)) <= 3
+}
+
+func containsAnyWorkflowText(value string, needles ...string) bool {
+	for _, needle := range needles {
+		if strings.Contains(value, needle) {
+			return true
+		}
+	}
+	return false
+}
+
 func (e *Executor) executeHumanConfirm(state *runState, node dsl.Node) error {
 	prompt := strings.TrimSpace(toString(state.resolveInput(node, "prompt")))
 	if prompt == "" {

internal/ai/runtime/workflow/executor_test.go

@@ -239,6 +239,55 @@ func TestExecutorPrepareTicketDraftOutputsDraftVariable(t *testing.T) {
 	assertPath(t, result.NodePath, []string{"start_1", "draft_1", "draft_route_1", "ready_end"})
 }
 
+func TestExecutorPolicyFirstWorkflowRoutesGreetingToDirectReply(t *testing.T) {
+	result, err := NewExecutor().Execute(context.Background(), Input{
+		Definition: policyFirstWorkflowDefinition(),
+		UserMessage: models.Message{
+			Content: "<p>你好。</p>",
+		},
+		AIAgent: models.AIAgent{
+			KnowledgeIDs:    "1",
+			FallbackMessage: "我暂时没有找到足够准确的信息。",
+		},
+	})
+	if err != nil {
+		t.Fatalf("execute workflow: %v", err)
+	}
+	if result.ReplyText != "您好，请问有什么可以帮您？" {
+		t.Fatalf("expected greeting reply, got %q", result.ReplyText)
+	}
+	if result.RetrieverCount != 0 {
+		t.Fatalf("expected greeting to skip retrieval, got retriever count %d", result.RetrieverCount)
+	}
+	assertPath(t, result.NodePath, []string{"start_1", "understanding_1", "policy_1", "policy_route_1", "send_direct_1", "end_1"})
+
+	understandingTrace := findNodeTrace(result.NodeTraces, "understanding_1")
+	if understandingTrace == nil || !strings.Contains(understandingTrace.OutputPreview, `"messageIntent":"greeting"`) || !strings.Contains(understandingTrace.OutputPreview, `"answerScope":"direct_reply"`) {
+		t.Fatalf("expected understanding trace to audit greeting/direct_reply, got %#v", understandingTrace)
+	}
+	policyTrace := findNodeTrace(result.NodeTraces, "policy_1")
+	if policyTrace == nil || !strings.Contains(policyTrace.OutputPreview, `"action":"direct_reply"`) || !strings.Contains(policyTrace.OutputPreview, `"finalReplySource":"direct_reply"`) {
+		t.Fatalf("expected policy trace to audit direct reply, got %#v", policyTrace)
+	}
+}
+
+func TestExecutorPolicyFirstWorkflowRoutesBusinessQuestionToKnowledge(t *testing.T) {
+	result, err := NewExecutor().Execute(context.Background(), Input{
+		Definition: policyFirstWorkflowDefinition(),
+		UserMessage: models.Message{
+			Content: "你们价格是多少？",
+		},
+		AIAgent: models.AIAgent{
+			KnowledgeIDs:    "1",
+			FallbackMessage: "我暂时没有找到足够准确的信息。",
+		},
+	})
+	if err != nil {
+		t.Fatalf("execute workflow: %v", err)
+	}
+	assertPath(t, result.NodePath, []string{"start_1", "understanding_1", "policy_1", "policy_route_1", "retrieve_end"})
+}
+
 func TestExecutorLLMReplyUsesAgentFallbackWhenDeclaredKnowledgeIsEmpty(t *testing.T) {
 	result, err := NewExecutor().Execute(context.Background(), Input{
 		Definition: emptyKnowledgeReplyDefinition(),
@@ -408,6 +457,53 @@ func emptyKnowledgeReplyDefinition() dsl.Definition {
 	}
 }
 
+func policyFirstWorkflowDefinition() dsl.Definition {
+	return dsl.Definition{
+		SchemaVersion: 1,
+		EntryNodeID:   "start_1",
+		Nodes: []dsl.Node{
+			{ID: "start_1", Type: workflowregistry.NodeTypeStart, Name: "Start"},
+			{ID: "understanding_1", Type: workflowregistry.NodeTypeConversationUnderstanding, Name: "Understanding", Inputs: map[string]dsl.VariableSelector{
+				"userMessage": {NodeID: "start_1", Field: "userMessage"},
+			}},
+			{ID: "policy_1", Type: workflowregistry.NodeTypeReplyPolicy, Name: "Policy", Inputs: map[string]dsl.VariableSelector{
+				"userMessage":    {NodeID: "start_1", Field: "userMessage"},
+				"messageIntent":  {NodeID: "understanding_1", Field: "messageIntent"},
+				"answerScope":    {NodeID: "understanding_1", Field: "answerScope"},
+				"riskSignals":    {NodeID: "understanding_1", Field: "riskSignals"},
+				"knowledgeItems": {NodeID: "retrieve_1", Field: "items"},
+			}},
+			{ID: "policy_route_1", Type: workflowregistry.NodeTypeCondition, Name: "Policy Route", Config: mustMarshalWorkflowTestConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
+				{ID: "direct", Name: "Direct", TargetNodeID: "send_direct_1", Condition: &dsl.Condition{
+					Left:     &dsl.VariableSelector{NodeID: "policy_1", Field: "action"},
+					Operator: "eq",
+					Right:    "direct_reply",
+				}},
+				{ID: "knowledge", Name: "Knowledge", TargetNodeID: "retrieve_end", Condition: &dsl.Condition{
+					Left:     &dsl.VariableSelector{NodeID: "policy_1", Field: "action"},
+					Operator: "eq",
+					Right:    "retrieve_knowledge",
+				}},
+				{ID: "default", Name: "Default", TargetNodeID: "end_1", Default: true},
+			}})},
+			{ID: "send_direct_1", Type: workflowregistry.NodeTypeSendReply, Name: "Send Direct", Inputs: map[string]dsl.VariableSelector{
+				"replyText": {NodeID: "policy_1", Field: "replyText"},
+			}},
+			{ID: "retrieve_end", Type: workflowregistry.NodeTypeEnd, Name: "Retrieve"},
+			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "End"},
+		},
+		Edges: []dsl.Edge{
+			{ID: "edge_start_understanding", Source: "start_1", Target: "understanding_1"},
+			{ID: "edge_understanding_policy", Source: "understanding_1", Target: "policy_1"},
+			{ID: "edge_policy_route", Source: "policy_1", Target: "policy_route_1"},
+			{ID: "edge_policy_direct", Source: "policy_route_1", Target: "send_direct_1"},
+			{ID: "edge_policy_knowledge", Source: "policy_route_1", Target: "retrieve_end"},
+			{ID: "edge_policy_default", Source: "policy_route_1", Target: "end_1"},
+			{ID: "edge_send_direct_end", Source: "send_direct_1", Target: "end_1"},
+		},
+	}
+}
+
 func conditionalReplyDefinition() dsl.Definition {
 	return dsl.Definition{
 		SchemaVersion: 1,

internal/ai/workflow/registry/registry.go

@@ -4,6 +4,8 @@ import "agent-desk/internal/ai/workflow/dsl"
 
 const (
 	NodeTypeStart                     = "start"
+	NodeTypeConversationUnderstanding = "conversation_understanding"
+	NodeTypeReplyPolicy               = "reply_policy"
 	NodeTypeKnowledgeRetrieve         = "knowledge_retrieve"
 	NodeTypeAnswerabilityGate         = "answerability_gate"
 	NodeTypeLLMReply                  = "llm_reply"
@@ -32,6 +34,47 @@ func DefaultRegistry() *Registry {
 				output("knowledgeBaseIds", VariableTypeIntegerArray, "Knowledge bases bound to the AI Agent."),
 			},
 		},
+		NodeSpec{
+			Type:        NodeTypeConversationUnderstanding,
+			Title:       "Conversation Understanding",
+			Description: "Classify customer message intent and answer scope before retrieval.",
+			RiskLevel:   NodeRiskLevelLow,
+			InputSchema: []VariableSpec{
+				requiredInput("userMessage", VariableTypeString, "Current user message content."),
+			},
+			OutputSchema: []VariableSpec{
+				output("normalizedMessage", VariableTypeString, "Normalized customer message."),
+				output("messageIntent", VariableTypeString, "Detected customer message intent."),
+				output("answerScope", VariableTypeString, "Recommended answer scope."),
+				output("confidence", VariableTypeNumber, "Classifier confidence."),
+				output("riskSignals", VariableTypeStringArray, "Detected risk signals."),
+				output("reason", VariableTypeString, "Decision reason."),
+			},
+			DefaultInputs: map[string]dsl.VariableSelector{
+				"userMessage": {NodeID: "start_1", Field: "userMessage"},
+			},
+		},
+		NodeSpec{
+			Type:        NodeTypeReplyPolicy,
+			Title:       "Reply Policy",
+			Description: "Decide the next customer-service action from understanding output and agent policy.",
+			RiskLevel:   NodeRiskLevelLow,
+			InputSchema: []VariableSpec{
+				requiredInput("messageIntent", VariableTypeString, "Detected customer message intent."),
+				requiredInput("answerScope", VariableTypeString, "Recommended answer scope."),
+				optionalInput("userMessage", VariableTypeString, "Current user message content."),
+				optionalInput("riskSignals", VariableTypeStringArray, "Detected risk signals."),
+				optionalInput("answerability", VariableTypeString, "Knowledge answerability decision."),
+			},
+			OutputSchema: []VariableSpec{
+				output("action", VariableTypeString, "Selected policy action."),
+				output("replyText", VariableTypeString, "Customer-visible reply text when the policy can answer directly."),
+				output("reason", VariableTypeString, "Policy decision reason."),
+				output("requiresFlow", VariableTypeBoolean, "Whether the decision should continue into workflow actions."),
+				output("targetFlow", VariableTypeString, "Suggested target flow."),
+				output("finalReplySource", VariableTypeString, "Source category for the final reply."),
+			},
+		},
 		NodeSpec{
 			Type:        NodeTypeKnowledgeRetrieve,
 			Title:       "Knowledge Retrieve",

internal/ai/workflow/registry/registry_test.go

@@ -41,6 +41,42 @@ func TestDefaultRegistryExposesSendReplyRequiredInput(t *testing.T) {
 	}
 }
 
+func TestDefaultRegistryExposesConversationUnderstandingOutputs(t *testing.T) {
+	spec, ok := DefaultRegistry().Get(NodeTypeConversationUnderstanding)
+	if !ok {
+		t.Fatalf("conversation_understanding node spec not found")
+	}
+	if !hasRequiredVariable(spec.InputSchema, "userMessage", VariableTypeString) {
+		t.Fatalf("expected conversation_understanding required input userMessage:string, got %#v", spec.InputSchema)
+	}
+	for _, want := range []string{"messageIntent", "answerScope", "riskSignals", "reason"} {
+		if !hasVariableName(spec.OutputSchema, want) {
+			t.Fatalf("expected conversation_understanding output %s, got %#v", want, spec.OutputSchema)
+		}
+	}
+	if !hasVariable(spec.OutputSchema, "confidence", VariableTypeNumber) {
+		t.Fatalf("expected conversation_understanding output confidence:number, got %#v", spec.OutputSchema)
+	}
+}
+
+func TestDefaultRegistryExposesReplyPolicyOutputs(t *testing.T) {
+	spec, ok := DefaultRegistry().Get(NodeTypeReplyPolicy)
+	if !ok {
+		t.Fatalf("reply_policy node spec not found")
+	}
+	if !hasRequiredVariable(spec.InputSchema, "messageIntent", VariableTypeString) {
+		t.Fatalf("expected reply_policy required input messageIntent:string, got %#v", spec.InputSchema)
+	}
+	if !hasRequiredVariable(spec.InputSchema, "answerScope", VariableTypeString) {
+		t.Fatalf("expected reply_policy required input answerScope:string, got %#v", spec.InputSchema)
+	}
+	for _, want := range []string{"action", "replyText", "reason", "finalReplySource"} {
+		if !hasVariableName(spec.OutputSchema, want) {
+			t.Fatalf("expected reply_policy output %s, got %#v", want, spec.OutputSchema)
+		}
+	}
+}
+
 func hasRequiredVariable(items []VariableSpec, name string, variableType VariableType) bool {
 	for _, item := range items {
 		if item.Name == name && item.Type == variableType && item.Required {
@@ -50,6 +86,15 @@ func hasRequiredVariable(items []VariableSpec, name string, variableType Variabl
 	return false
 }
 
+func hasVariableName(items []VariableSpec, name string) bool {
+	for _, item := range items {
+		if item.Name == name {
+			return true
+		}
+	}
+	return false
+}
+
 func hasVariable(items []VariableSpec, name string, variableType VariableType) bool {
 	for _, item := range items {
 		if item.Name == name && item.Type == variableType {

internal/ai/workflow/registry/spec.go

@@ -14,6 +14,7 @@ type VariableType string
 
 const (
 	VariableTypeString       VariableType = "string"
+	VariableTypeNumber       VariableType = "number"
 	VariableTypeInteger      VariableType = "integer"
 	VariableTypeBoolean      VariableType = "boolean"
 	VariableTypeObject       VariableType = "object"

internal/services/ai_agent_workflow_service_test.go

@@ -56,10 +56,18 @@ func TestAIAgentServiceCreatesDefaultWorkflow(t *testing.T) {
 	if !validation.Valid {
 		t.Fatalf("expected default workflow to be valid, got %#v", validation.Errors)
 	}
-	if nodeTypeByID(stored, "route_intent_1") != workflowregistry.NodeTypeCondition {
-		t.Fatalf("expected default workflow to start with a clear intent router, got nodes: %#v", stored.Nodes)
+	if nodeTypeByID(stored, "understanding_1") != workflowregistry.NodeTypeConversationUnderstanding {
+		t.Fatalf("expected default workflow to include conversation understanding, got nodes: %#v", stored.Nodes)
+	}
+	if nodeTypeByID(stored, "policy_1") != workflowregistry.NodeTypeReplyPolicy {
+		t.Fatalf("expected default workflow to include reply policy, got nodes: %#v", stored.Nodes)
+	}
+	if !workflowEdgeExists(stored, "start_1", "understanding_1") || !workflowEdgeExists(stored, "understanding_1", "policy_1") {
+		t.Fatalf("expected default workflow to start with policy-first understanding flow, got edges: %#v", stored.Edges)
 	}
 	for _, nodeType := range []string{
+		workflowregistry.NodeTypeConversationUnderstanding,
+		workflowregistry.NodeTypeReplyPolicy,
 		workflowregistry.NodeTypeHandoffToHuman,
 		workflowregistry.NodeTypePrepareTicketDraft,
 		workflowregistry.NodeTypeHumanConfirm,
@@ -73,8 +81,9 @@ func TestAIAgentServiceCreatesDefaultWorkflow(t *testing.T) {
 			t.Fatalf("expected default workflow to include %s node: %#v", nodeType, stored.Nodes)
 		}
 	}
-	assertConditionBranchToNodeType(t, stored, "route_intent_1", workflowregistry.NodeTypeHandoffToHuman, "contains", "人工")
-	assertConditionBranchToNodeType(t, stored, "route_intent_1", workflowregistry.NodeTypePrepareTicketDraft, "contains", "工单")
+	assertConditionBranchToNodeType(t, stored, "policy_route_1", workflowregistry.NodeTypeSendReply, "eq", "direct_reply")
+	assertConditionBranchToNodeType(t, stored, "policy_route_1", workflowregistry.NodeTypeHandoffToHuman, "eq", "handoff_to_human")
+	assertConditionBranchToNodeType(t, stored, "policy_route_1", workflowregistry.NodeTypePrepareTicketDraft, "eq", "prepare_ticket")
 	assertConditionBranchToNodeID(t, stored, "answerability_route_1", "reply_1", "eq", "answerable")
 	assertDefaultBranchToNodeID(t, stored, "answerability_route_1", "fallback_reply_1")
 	if !workflowEdgeExists(stored, "create_ticket_1", "ticket_result_reply_1") {
@@ -91,8 +100,11 @@ func TestAIWorkflowServiceDefaultAgentWorkflowDefinitionIsValid(t *testing.T) {
 	if !validation.Valid {
 		t.Fatalf("expected default workflow definition to be valid, got %#v", validation.Errors)
 	}
-	if nodeTypeByID(definition, "route_intent_1") != workflowregistry.NodeTypeCondition {
-		t.Fatalf("expected default workflow to include intent router, got nodes: %#v", definition.Nodes)
+	if nodeTypeByID(definition, "understanding_1") != workflowregistry.NodeTypeConversationUnderstanding {
+		t.Fatalf("expected default workflow to include conversation understanding, got nodes: %#v", definition.Nodes)
+	}
+	if nodeTypeByID(definition, "policy_1") != workflowregistry.NodeTypeReplyPolicy {
+		t.Fatalf("expected default workflow to include reply policy, got nodes: %#v", definition.Nodes)
 	}
 	if !workflowHasNodeType(definition, workflowregistry.NodeTypeHandoffToHuman) {
 		t.Fatalf("expected default workflow to include human handoff node")

internal/services/ai_workflow_service.go

@@ -426,76 +426,94 @@ func defaultAgentWorkflowDefinition() dsl.Definition {
 		SchemaVersion: 1,
 		EntryNodeID:   "start_1",
 		Nodes: []dsl.Node{
-			{ID: "start_1", Type: workflowregistry.NodeTypeStart, Name: "开始", Position: dsl.Position{X: 0, Y: 260}},
-			{ID: "route_intent_1", Type: workflowregistry.NodeTypeCondition, Name: "意图分流", Position: dsl.Position{X: 260, Y: 260}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
-				{ID: "handoff", Name: "需要转人工", TargetNodeID: "handoff_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"}, Operator: "contains", Right: "人工"}},
-				{ID: "ticket", Name: "需要建单", TargetNodeID: "draft_ticket_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"}, Operator: "contains", Right: "工单"}},
-				{ID: "complaint", Name: "投诉建单", TargetNodeID: "draft_ticket_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"}, Operator: "contains", Right: "投诉"}},
-				{ID: "incident", Name: "报障建单", TargetNodeID: "draft_ticket_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"}, Operator: "contains", Right: "报障"}},
-				{ID: "default", Name: "默认知识库回复", TargetNodeID: "retrieve_1", Default: true},
-			}})},
-			{ID: "handoff_1", Type: workflowregistry.NodeTypeHandoffToHuman, Name: "转人工", Position: dsl.Position{X: 560, Y: 80}, Inputs: map[string]dsl.VariableSelector{
-				"reason": {NodeID: "start_1", Field: "userMessage"},
-			}},
-			{ID: "handoff_end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 860, Y: 80}},
-			{ID: "draft_ticket_1", Type: workflowregistry.NodeTypePrepareTicketDraft, Name: "整理工单草稿", Position: dsl.Position{X: 560, Y: 240}, Inputs: map[string]dsl.VariableSelector{
-				"issue": {NodeID: "start_1", Field: "userMessage"},
-			}},
-			{ID: "ticket_confirm_prompt_1", Type: workflowregistry.NodeTypeLLMReply, Name: "建单确认文案", Position: dsl.Position{X: 860, Y: 240}, Config: json.RawMessage(`{"staticReply":"我已整理工单草稿。请回复“确认”创建工单，或回复“取消”放弃。"}`), Inputs: map[string]dsl.VariableSelector{
+			{ID: "start_1", Type: workflowregistry.NodeTypeStart, Name: "开始", Position: dsl.Position{X: 0, Y: 320}},
+			{ID: "understanding_1", Type: workflowregistry.NodeTypeConversationUnderstanding, Name: "会话理解", Position: dsl.Position{X: 260, Y: 320}, Inputs: map[string]dsl.VariableSelector{
 				"userMessage": {NodeID: "start_1", Field: "userMessage"},
 			}},
-			{ID: "ticket_confirm_1", Type: workflowregistry.NodeTypeHumanConfirm, Name: "确认建单", Position: dsl.Position{X: 1160, Y: 240}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "policy_1", Type: workflowregistry.NodeTypeReplyPolicy, Name: "回复策略", Position: dsl.Position{X: 520, Y: 320}, Inputs: map[string]dsl.VariableSelector{
+				"userMessage":   {NodeID: "start_1", Field: "userMessage"},
+				"messageIntent": {NodeID: "understanding_1", Field: "messageIntent"},
+				"answerScope":   {NodeID: "understanding_1", Field: "answerScope"},
+				"riskSignals":   {NodeID: "understanding_1", Field: "riskSignals"},
+			}},
+			{ID: "policy_route_1", Type: workflowregistry.NodeTypeCondition, Name: "策略分流", Position: dsl.Position{X: 780, Y: 320}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
+				{ID: "direct", Name: "直接回复", TargetNodeID: "policy_reply_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "direct_reply"}},
+				{ID: "clarify", Name: "追问澄清", TargetNodeID: "policy_reply_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "clarify"}},
+				{ID: "end_conversation", Name: "结束语", TargetNodeID: "policy_reply_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "end_conversation"}},
+				{ID: "handoff", Name: "转人工", TargetNodeID: "handoff_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "handoff_to_human"}},
+				{ID: "ticket", Name: "创建工单", TargetNodeID: "draft_ticket_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "prepare_ticket"}},
+				{ID: "knowledge", Name: "知识库回复", TargetNodeID: "retrieve_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "policy_1", Field: "action"}, Operator: "eq", Right: "retrieve_knowledge"}},
+				{ID: "default", Name: "默认澄清", TargetNodeID: "policy_reply_1", Default: true},
+			}})},
+			{ID: "policy_reply_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送策略回复", Position: dsl.Position{X: 1080, Y: 60}, Inputs: map[string]dsl.VariableSelector{
+				"replyText": {NodeID: "policy_1", Field: "replyText"},
+			}},
+			{ID: "handoff_1", Type: workflowregistry.NodeTypeHandoffToHuman, Name: "转人工", Position: dsl.Position{X: 1080, Y: 180}, Inputs: map[string]dsl.VariableSelector{
+				"reason": {NodeID: "start_1", Field: "userMessage"},
+			}},
+			{ID: "handoff_end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 1380, Y: 180}},
+			{ID: "draft_ticket_1", Type: workflowregistry.NodeTypePrepareTicketDraft, Name: "整理工单草稿", Position: dsl.Position{X: 1080, Y: 320}, Inputs: map[string]dsl.VariableSelector{
+				"issue": {NodeID: "start_1", Field: "userMessage"},
+			}},
+			{ID: "ticket_confirm_prompt_1", Type: workflowregistry.NodeTypeLLMReply, Name: "建单确认文案", Position: dsl.Position{X: 1380, Y: 320}, Config: json.RawMessage(`{"staticReply":"我已整理工单草稿。请回复“确认”创建工单，或回复“取消”放弃。"}`), Inputs: map[string]dsl.VariableSelector{
+				"userMessage": {NodeID: "start_1", Field: "userMessage"},
+			}},
+			{ID: "ticket_confirm_1", Type: workflowregistry.NodeTypeHumanConfirm, Name: "确认建单", Position: dsl.Position{X: 1680, Y: 320}, Inputs: map[string]dsl.VariableSelector{
 				"prompt": {NodeID: "ticket_confirm_prompt_1", Field: "replyText"},
 			}},
-			{ID: "ticket_confirm_route_1", Type: workflowregistry.NodeTypeCondition, Name: "建单确认分流", Position: dsl.Position{X: 1310, Y: 240}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
+			{ID: "ticket_confirm_route_1", Type: workflowregistry.NodeTypeCondition, Name: "建单确认分流", Position: dsl.Position{X: 1830, Y: 320}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
 				{ID: "confirmed", Name: "已确认", TargetNodeID: "create_ticket_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "ticket_confirm_1", Field: "confirmed"}, Operator: "is_true"}},
 				{ID: "default", Name: "取消或未确认", TargetNodeID: "ticket_cancel_reply_1", Default: true},
 			}})},
-			{ID: "create_ticket_1", Type: workflowregistry.NodeTypeCreateTicket, Name: "创建工单", Position: dsl.Position{X: 1460, Y: 180}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "create_ticket_1", Type: workflowregistry.NodeTypeCreateTicket, Name: "创建工单", Position: dsl.Position{X: 1980, Y: 260}, Inputs: map[string]dsl.VariableSelector{
 				"ticketDraft": {NodeID: "draft_ticket_1", Field: "ticketDraft"},
 				"confirmed":   {NodeID: "ticket_confirm_1", Field: "confirmed"},
 			}},
-			{ID: "ticket_result_reply_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送建单结果", Position: dsl.Position{X: 1760, Y: 180}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "ticket_result_reply_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送建单结果", Position: dsl.Position{X: 2280, Y: 260}, Inputs: map[string]dsl.VariableSelector{
 				"replyText": {NodeID: "create_ticket_1", Field: "message"},
 			}},
-			{ID: "ticket_cancel_reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "取消建单提示", Position: dsl.Position{X: 1460, Y: 320}, Config: json.RawMessage(`{"staticReply":"已取消创建工单。你可以继续补充问题，我会继续帮你处理。"}`), Inputs: map[string]dsl.VariableSelector{
+			{ID: "ticket_cancel_reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "取消建单提示", Position: dsl.Position{X: 1980, Y: 380}, Config: json.RawMessage(`{"staticReply":"已取消创建工单。你可以继续补充问题，我会继续帮你处理。"}`), Inputs: map[string]dsl.VariableSelector{
 				"userMessage": {NodeID: "start_1", Field: "userMessage"},
 			}},
-			{ID: "send_ticket_cancel_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送取消提示", Position: dsl.Position{X: 1760, Y: 320}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "send_ticket_cancel_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送取消提示", Position: dsl.Position{X: 2280, Y: 380}, Inputs: map[string]dsl.VariableSelector{
 				"replyText": {NodeID: "ticket_cancel_reply_1", Field: "replyText"},
 			}},
-			{ID: "retrieve_1", Type: workflowregistry.NodeTypeKnowledgeRetrieve, Name: "知识检索", Position: dsl.Position{X: 560, Y: 500}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "retrieve_1", Type: workflowregistry.NodeTypeKnowledgeRetrieve, Name: "知识检索", Position: dsl.Position{X: 1080, Y: 560}, Inputs: map[string]dsl.VariableSelector{
 				"query": {NodeID: "start_1", Field: "userMessage"},
 			}},
-			{ID: "answerability_1", Type: workflowregistry.NodeTypeAnswerabilityGate, Name: "可回答判断", Position: dsl.Position{X: 860, Y: 500}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "answerability_1", Type: workflowregistry.NodeTypeAnswerabilityGate, Name: "可回答判断", Position: dsl.Position{X: 1380, Y: 560}, Inputs: map[string]dsl.VariableSelector{
 				"userMessage":    {NodeID: "start_1", Field: "userMessage"},
 				"knowledgeItems": {NodeID: "retrieve_1", Field: "items"},
 			}},
-			{ID: "answerability_route_1", Type: workflowregistry.NodeTypeCondition, Name: "可回答分流", Position: dsl.Position{X: 1010, Y: 500}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
+			{ID: "answerability_route_1", Type: workflowregistry.NodeTypeCondition, Name: "可回答分流", Position: dsl.Position{X: 1530, Y: 560}, Config: mustMarshalWorkflowConfig(dsl.ConditionConfig{Branches: []dsl.ConditionBranch{
 				{ID: "answerable", Name: "可以回答", TargetNodeID: "reply_1", Condition: &dsl.Condition{Left: &dsl.VariableSelector{NodeID: "answerability_1", Field: "answerability"}, Operator: "eq", Right: "answerable"}},
 				{ID: "default", Name: "兜底追问", TargetNodeID: "fallback_reply_1", Default: true},
 			}})},
-			{ID: "reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "AI 回复", Position: dsl.Position{X: 1160, Y: 440}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "AI 回复", Position: dsl.Position{X: 1680, Y: 500}, Inputs: map[string]dsl.VariableSelector{
 				"userMessage":    {NodeID: "start_1", Field: "userMessage"},
 				"knowledgeItems": {NodeID: "retrieve_1", Field: "items"},
 			}},
-			{ID: "send_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送回复", Position: dsl.Position{X: 1460, Y: 440}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "send_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送回复", Position: dsl.Position{X: 1980, Y: 500}, Inputs: map[string]dsl.VariableSelector{
 				"replyText": {NodeID: "reply_1", Field: "replyText"},
 			}},
-			{ID: "fallback_reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "兜底追问", Position: dsl.Position{X: 1160, Y: 600}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "fallback_reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "兜底追问", Position: dsl.Position{X: 1680, Y: 620}, Inputs: map[string]dsl.VariableSelector{
 				"userMessage":    {NodeID: "start_1", Field: "userMessage"},
 				"knowledgeItems": {NodeID: "retrieve_1", Field: "items"},
 			}},
-			{ID: "send_fallback_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送兜底", Position: dsl.Position{X: 1460, Y: 600}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "send_fallback_1", Type: workflowregistry.NodeTypeSendReply, Name: "发送兜底", Position: dsl.Position{X: 1980, Y: 620}, Inputs: map[string]dsl.VariableSelector{
 				"replyText": {NodeID: "fallback_reply_1", Field: "replyText"},
 			}},
-			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 2060, Y: 440}},
+			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 2580, Y: 500}},
 		},
 		Edges: []dsl.Edge{
-			{ID: "edge_start_route_intent", Source: "start_1", Target: "route_intent_1"},
-			{ID: "edge_intent_handoff", Source: "route_intent_1", Target: "handoff_1"},
-			{ID: "edge_intent_ticket", Source: "route_intent_1", Target: "draft_ticket_1"},
-			{ID: "edge_intent_knowledge_default", Source: "route_intent_1", Target: "retrieve_1"},
+			{ID: "edge_start_understanding", Source: "start_1", Target: "understanding_1"},
+			{ID: "edge_understanding_policy", Source: "understanding_1", Target: "policy_1"},
+			{ID: "edge_policy_route", Source: "policy_1", Target: "policy_route_1"},
+			{ID: "edge_policy_reply", Source: "policy_route_1", Target: "policy_reply_1"},
+			{ID: "edge_policy_handoff", Source: "policy_route_1", Target: "handoff_1"},
+			{ID: "edge_policy_ticket", Source: "policy_route_1", Target: "draft_ticket_1"},
+			{ID: "edge_policy_knowledge", Source: "policy_route_1", Target: "retrieve_1"},
+			{ID: "edge_policy_reply_end", Source: "policy_reply_1", Target: "end_1"},
 			{ID: "edge_handoff_end", Source: "handoff_1", Target: "handoff_end_1"},
 			{ID: "edge_draft_ticket_confirm_prompt", Source: "draft_ticket_1", Target: "ticket_confirm_prompt_1"},
 			{ID: "edge_ticket_prompt_confirm", Source: "ticket_confirm_prompt_1", Target: "ticket_confirm_1"},

web/app/dashboard/ai-workflows/_components/workflow-utils.ts

@@ -94,6 +94,7 @@ export type WorkflowDefinition = {
 
 export type WorkflowVariableType =
   | "string"
+  | "number"
   | "integer"
   | "boolean"
   | "object"

web/lib/api/admin.ts

@@ -287,6 +287,7 @@ export type AIWorkflowPosition = {
 
 export type AIWorkflowVariableType =
   | "string"
+  | "number"
   | "integer"
   | "boolean"
   | "object"