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feat(conversation): add schedule-aware handoff decisions

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This commit is contained in:
mlogclub
2026-05-02 11:32:39 +08:00
parent f004a00da3
commit 24802b23ce
5 changed files with 541 additions and 37 deletions
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internal/services/conversation_service.go
+6 -32
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@@ -163,14 +163,9 @@ func (s *conversationService) Create(externalUser openidentity.ExternalUser, cha
// 推送会话创建事件
WsService.PublishConversationChanged(conversation, enums.IMRealtimeEventConversationCreated)
// AI Agent仅人工模式，且有值班客服，尝试自动分配会话
if conversation.Status == enums.IMConversationStatusPending &&
aiAgent.ServiceMode == enums.IMConversationServiceModeHumanOnly &&
len(utils.SplitInt64s(aiAgent.TeamIDs)) > 0 {
if dispatched, err := ConversationDispatchService.DispatchPendingConversation(conversation, aiAgent); err != nil {
if aiAgent.ServiceMode == enums.IMConversationServiceModeHumanOnly {
if _, err := ConversationHumanDispatchService.ApplyHumanOnlyCreate(conversation.ID, *aiAgent); err != nil {
return nil, err
} else if dispatched != nil {
return dispatched, nil
}
}
return s.Get(conversation.ID), nil
@@ -340,35 +335,14 @@ func (s *conversationService) HandoffByAI(conversationID int64, aiAgent models.A
if conversationID <= 0 {
return errorsx.InvalidParam("会话不存在")
}
now := time.Now()
if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
if conversation == nil {
return errorsx.InvalidParam("会话不存在")
}
if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
"handoff_at": now,
"handoff_reason": strings.TrimSpace(reason),
"status": enums.IMConversationStatusPending,
"current_team_id": 0,
"current_assignee_id": 0,
"update_user_id": 0,
"update_user_name": aiAgent.Name,
"updated_at": now,
}); err != nil {
return err
}
return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeAI, aiAgent.ID, "AI转人工", strings.TrimSpace(reason))
}); err != nil {
return err
}
if _, err := ConversationDispatchService.DispatchConversation(conversationID); err != nil {
slog.Warn("auto dispatch conversation after ai handoff failed",
_, err := ConversationHumanDispatchService.HandoffByAI(conversationID, aiAgent, reason)
if err != nil {
slog.Warn("schedule-aware ai handoff failed",
"conversation_id", conversationID,
"ai_agent_id", aiAgent.ID,
"error", err)
}
return nil
return err
}
func (s *conversationService) CloseConversation(conversationID int64, closeReason string, operator *dto.AuthPrincipal) error {