feat(conversation): add schedule-aware handoff decisions
This commit is contained in:
mlogclub
@@ -0,0 +1,234 @@
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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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"strings"
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"time"
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"cs-agent/internal/events"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/enums"
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"cs-agent/internal/pkg/errorsx"
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"cs-agent/internal/pkg/eventbus"
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"cs-agent/internal/repositories"
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"github.com/mlogclub/simple/sqls"
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)
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var ConversationHumanDispatchService = newConversationHumanDispatchService()
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const (
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HandoffWaitingMessage = "已为你转接人工客服，请稍候。"
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HandoffOffHoursMessage = "当前暂不在人工客服服务时间内，你可以先继续描述问题，我会尽力协助；服务时间开始后也可以再次转人工。"
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)
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type HandoffDecisionType string
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const (
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HandoffDecisionAssigned HandoffDecisionType = "assigned"
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HandoffDecisionTeamPool HandoffDecisionType = "team_pool"
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HandoffDecisionGlobalPool HandoffDecisionType = "global_pool"
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HandoffDecisionOffHours HandoffDecisionType = "off_hours"
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)
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type HandoffDecisionResult struct {
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Decision HandoffDecisionType
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TeamID int64
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AssigneeID int64
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Message string
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}
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type conversationHumanDispatchService struct{}
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func newConversationHumanDispatchService() *conversationHumanDispatchService {
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return &conversationHumanDispatchService{}
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}
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func (s *conversationHumanDispatchService) HandoffByAI(conversationID int64, aiAgent models.AIAgent, reason string) (*HandoffDecisionResult, error) {
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conversation := ConversationService.Get(conversationID)
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if conversation == nil {
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return nil, errorsx.InvalidParam("会话不存在")
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}
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teamIDs := orderedPositiveIDs(aiAgent.TeamIDs)
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activeTeamIDs := ConversationDispatchService.findActiveScheduleTeamIDs(teamIDs, time.Now())
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if len(activeTeamIDs) == 0 {
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if err := s.createEvent(conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeAI, aiAgent.ID, "转人工失败：非服务时间", strings.TrimSpace(reason)); err != nil {
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return nil, err
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}
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if err := s.sendAIText(conversationID, aiAgent.ID, HandoffOffHoursMessage); err != nil {
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return nil, err
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}
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return &HandoffDecisionResult{Decision: HandoffDecisionOffHours, Message: HandoffOffHoursMessage}, nil
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}
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if err := s.markHandoff(conversationID, aiAgent, reason); err != nil {
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return nil, err
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}
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return s.dispatchAfterHandoff(conversationID, aiAgent.ID, activeTeamIDs, strings.TrimSpace(reason), true)
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}
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func (s *conversationHumanDispatchService) ApplyHumanOnlyCreate(conversationID int64, aiAgent models.AIAgent) (*HandoffDecisionResult, error) {
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teamIDs := orderedPositiveIDs(aiAgent.TeamIDs)
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activeTeamIDs := ConversationDispatchService.findActiveScheduleTeamIDs(teamIDs, time.Now())
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if len(activeTeamIDs) == 0 {
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if err := s.moveToGlobalPool(conversationID, aiAgent.Name); err != nil {
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return nil, err
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}
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if err := s.sendAIText(conversationID, aiAgent.ID, HandoffWaitingMessage); err != nil {
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return nil, err
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}
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return &HandoffDecisionResult{Decision: HandoffDecisionGlobalPool, Message: HandoffWaitingMessage}, nil
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}
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return s.dispatchAfterHandoff(conversationID, aiAgent.ID, activeTeamIDs, "仅人工模式新会话", false)
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}
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func (s *conversationHumanDispatchService) dispatchAfterHandoff(conversationID, aiAgentID int64, activeTeamIDs []int64, reason string, publishAssignEvent bool) (*HandoffDecisionResult, error) {
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if err := s.sendAIText(conversationID, aiAgentID, HandoffWaitingMessage); err != nil {
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return nil, err
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}
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candidates, _, err := ConversationDispatchService.pickDispatchCandidates(activeTeamIDs, time.Now())
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if err != nil {
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return nil, err
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}
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if len(candidates) > 0 {
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dispatched, err := ConversationDispatchService.tryAssignConversation(conversationID, candidates[0].profile, "自动分配")
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if err != nil {
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return nil, err
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}
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if dispatched != nil {
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if publishAssignEvent {
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eventbus.PublishAsync(context.Background(), events.ConversationAssignedEvent{
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ConversationID: dispatched.ID,
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ToUserID: dispatched.CurrentAssigneeID,
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OperatorID: systemDispatchPrincipal().UserID,
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Reason: "自动分配",
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AssignType: events.ConversationAssignTypeAutoAssign,
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})
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}
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return &HandoffDecisionResult{
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Decision: HandoffDecisionAssigned,
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TeamID: dispatched.CurrentTeamID,
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AssigneeID: dispatched.CurrentAssigneeID,
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Message: HandoffWaitingMessage,
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}, nil
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}
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}
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teamID := activeTeamIDs[0]
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if err := s.moveToTeamPool(conversationID, teamID, reason); err != nil {
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return nil, err
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}
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return &HandoffDecisionResult{Decision: HandoffDecisionTeamPool, TeamID: teamID, Message: HandoffWaitingMessage}, nil
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}
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func (s *conversationHumanDispatchService) markHandoff(conversationID int64, aiAgent models.AIAgent, reason string) error {
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now := time.Now()
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trimmedReason := strings.TrimSpace(reason)
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return sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"handoff_at": now,
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"handoff_reason": trimmedReason,
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"status": enums.IMConversationStatusPending,
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"current_team_id": 0,
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"current_assignee_id": 0,
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"update_user_id": 0,
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"update_user_name": aiAgent.Name,
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"updated_at": now,
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}); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeAI, aiAgent.ID, "AI转人工", trimmedReason)
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})
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}
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func (s *conversationHumanDispatchService) moveToTeamPool(conversationID, teamID int64, reason string) error {
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now := time.Now()
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return sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if err := ConversationAssignmentService.FinishActiveAssignments(ctx, conversationID, now); err != nil {
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return err
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"status": enums.IMConversationStatusPending,
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"current_team_id": teamID,
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"current_assignee_id": 0,
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"update_user_id": 0,
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"update_user_name": "system",
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"updated_at": now,
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}); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeSystem, 0, "会话进入客服组待接入", ConversationService.buildEventPayload(map[string]any{
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"fromStatus": conversation.Status,
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"toStatus": enums.IMConversationStatusPending,
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"fromAssigneeId": conversation.CurrentAssigneeID,
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"toAssigneeId": int64(0),
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"toTeamId": teamID,
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"reason": strings.TrimSpace(reason),
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"decision": string(HandoffDecisionTeamPool),
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}))
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})
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}
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func (s *conversationHumanDispatchService) moveToGlobalPool(conversationID int64, operatorName string) error {
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now := time.Now()
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return sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"status": enums.IMConversationStatusPending,
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"current_team_id": 0,
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"current_assignee_id": 0,
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"update_user_id": 0,
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"update_user_name": operatorName,
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"updated_at": now,
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}); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeSystem, 0, "会话进入全局待接入", ConversationService.buildEventPayload(map[string]any{
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"fromStatus": conversation.Status,
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"toStatus": enums.IMConversationStatusPending,
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"decision": string(HandoffDecisionGlobalPool),
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}))
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})
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}
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func (s *conversationHumanDispatchService) createEvent(conversationID int64, eventType enums.IMEventType, senderType enums.IMSenderType, senderID int64, content, payload string) error {
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return sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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return ConversationEventLogService.CreateEvent(ctx, conversationID, eventType, senderType, senderID, content, payload)
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})
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}
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func (s *conversationHumanDispatchService) sendAIText(conversationID, aiAgentID int64, content string) error {
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_, err := MessageService.SendAIServiceNotice(conversationID, aiAgentID, content)
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return err
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}
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func orderedPositiveIDs(value string) []int64 {
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return uniquePositiveInt64sFromStrings(strings.Split(value, ","))
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}
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func uniquePositiveInt64sFromStrings(values []string) []int64 {
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seen := make(map[int64]struct{}, len(values))
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ret := make([]int64, 0, len(values))
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for _, value := range values {
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var id int64
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_, _ = fmt.Sscan(strings.TrimSpace(value), &id)
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if id <= 0 {
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continue
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}
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if _, ok := seen[id]; ok {
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continue
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}
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seen[id] = struct{}{}
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ret = append(ret, id)
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}
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return ret
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}
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