feat: enhance AI workflow with new ticket creation and fallback handling logic

internal/ai/runtime/workflow/executor.go

@@ -17,6 +17,7 @@ import (
 	"agent-desk/internal/models"
 	"agent-desk/internal/pkg/dto"
 	"agent-desk/internal/pkg/dto/request"
+	"agent-desk/internal/pkg/enums"
 	"agent-desk/internal/pkg/utils"
 	"agent-desk/internal/services"
 )
@@ -311,10 +312,22 @@ func (e *Executor) executeCreateTicket(state *runState, node dsl.Node) error {
 		"ticketId": item.ID,
 		"ticketNo": item.TicketNo,
 		"created":  true,
+		"message":  buildTicketCreatedMessage(item),
 	})
 	return nil
 }
 
+func buildTicketCreatedMessage(item *models.Ticket) string {
+	if item == nil {
+		return "工单已创建。"
+	}
+	ticketNo := strings.TrimSpace(item.TicketNo)
+	if ticketNo == "" {
+		return fmt.Sprintf("工单已创建，工单 ID：%d。", item.ID)
+	}
+	return "工单已创建，工单号：" + ticketNo + "。"
+}
+
 func workflowAIPrincipal(aiAgent models.AIAgent) *dto.AuthPrincipal {
 	username := strings.TrimSpace(aiAgent.Name)
 	if username == "" {
@@ -543,6 +556,10 @@ func (e *Executor) executeLLMReply(ctx context.Context, state *runState, node ds
 	if prompt := strings.TrimSpace(readStringConfig(node.Config, "prompt")); prompt != "" {
 		systemPrompt = strings.TrimSpace(systemPrompt + "\n\n" + prompt)
 	}
+	if _, declaresKnowledge := node.Inputs["knowledgeItems"]; declaresKnowledge && len(utils.SplitInt64s(state.input.AIAgent.KnowledgeIDs)) > 0 && !hasItems(state.resolveInput(node, "knowledgeItems")) {
+		state.setNodeVars(node.ID, map[string]any{"replyText": workflowKnowledgeFallbackReply(state.input.AIAgent)})
+		return nil
+	}
 	if knowledgeItems != "" {
 		userPrompt = userPrompt + "\n\nKnowledge context:\n" + knowledgeItems
 	}
@@ -556,6 +573,16 @@ func (e *Executor) executeLLMReply(ctx context.Context, state *runState, node ds
 	return nil
 }
 
+func workflowKnowledgeFallbackReply(aiAgent models.AIAgent) string {
+	if reply := strings.TrimSpace(aiAgent.FallbackMessage); reply != "" {
+		return reply
+	}
+	if aiAgent.FallbackMode == enums.AIAgentFallbackModeSuggestRetry {
+		return "当前知识库里没有找到足够明确的信息，你可以换个更具体的问法再试一次。"
+	}
+	return "当前知识库暂无明确信息。"
+}
+
 func (s *runState) nextNodeID(sourceNodeID string) (string, bool, error) {
 	edges := s.outgoing[sourceNodeID]
 	if len(edges) == 0 {

internal/ai/runtime/workflow/executor_test.go

@@ -228,6 +228,31 @@ func TestExecutorPrepareTicketDraftOutputsDraftVariable(t *testing.T) {
 	assertPath(t, result.NodePath, []string{"start_1", "draft_1", "ready_end"})
 }
 
+func TestExecutorLLMReplyUsesAgentFallbackWhenDeclaredKnowledgeIsEmpty(t *testing.T) {
+	result, err := NewExecutor().Execute(context.Background(), Input{
+		Definition: emptyKnowledgeReplyDefinition(),
+		UserMessage: models.Message{
+			Content: "产品功能",
+		},
+		AIAgent: models.AIAgent{
+			KnowledgeIDs:    "1",
+			FallbackMode:    enums.AIAgentFallbackModeNoAnswer,
+			FallbackMessage: "我暂时没有找到足够准确的信息。你可以补充更具体的问题，我再继续帮你查。",
+			SystemPrompt:    "不要编造事实。",
+		},
+		AIConfig: models.AIConfig{
+			ModelName: "should-not-be-called",
+		},
+	})
+	if err != nil {
+		t.Fatalf("execute workflow: %v", err)
+	}
+	if result.ReplyText != "我暂时没有找到足够准确的信息。你可以补充更具体的问题，我再继续帮你查。" {
+		t.Fatalf("expected fallback reply, got %q", result.ReplyText)
+	}
+	assertPath(t, result.NodePath, []string{"start_1", "reply_1", "send_1", "end_1"})
+}
+
 func TestExecutorHumanConfirmInterruptsWithCheckpoint(t *testing.T) {
 	result, err := NewExecutor().Execute(context.Background(), Input{
 		Definition: humanConfirmWorkflowDefinition(),
@@ -333,6 +358,11 @@ func TestExecutorResumeCreatesTicketAfterHumanConfirmation(t *testing.T) {
 	if ticket.Title == "" || !strings.Contains(ticket.Description, "订单支付失败") {
 		t.Fatalf("unexpected ticket: %+v", ticket)
 	}
+
+	trace := findNodeTrace(result.NodeTraces, "create_ticket_1")
+	if trace == nil || !strings.Contains(trace.OutputPreview, "工单已创建") {
+		t.Fatalf("expected create_ticket output to include customer-visible result message, got %#v", trace)
+	}
 }
 
 func findNodeTrace(items []NodeTrace, nodeID string) *NodeTrace {
@@ -344,6 +374,29 @@ func findNodeTrace(items []NodeTrace, nodeID string) *NodeTrace {
 	return nil
 }
 
+func emptyKnowledgeReplyDefinition() dsl.Definition {
+	return dsl.Definition{
+		SchemaVersion: 1,
+		EntryNodeID:   "start_1",
+		Nodes: []dsl.Node{
+			{ID: "start_1", Type: workflowregistry.NodeTypeStart, Name: "Start"},
+			{ID: "reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "Reply", Inputs: map[string]dsl.VariableSelector{
+				"userMessage":    {NodeID: "start_1", Field: "userMessage"},
+				"knowledgeItems": {NodeID: "missing_retrieve", Field: "items"},
+			}},
+			{ID: "send_1", Type: workflowregistry.NodeTypeSendReply, Name: "Send", Inputs: map[string]dsl.VariableSelector{
+				"replyText": {NodeID: "reply_1", Field: "replyText"},
+			}},
+			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "End"},
+		},
+		Edges: []dsl.Edge{
+			{ID: "edge_start_reply", Source: "start_1", Target: "reply_1"},
+			{ID: "edge_reply_send", Source: "reply_1", Target: "send_1"},
+			{ID: "edge_send_end", Source: "send_1", Target: "end_1"},
+		},
+	}
+}
+
 func conditionalReplyDefinition() dsl.Definition {
 	return dsl.Definition{
 		SchemaVersion: 1,

internal/ai/workflow/registry/registry.go

@@ -137,17 +137,19 @@ func DefaultRegistry() *Registry {
 			},
 			OutputSchema: []VariableSpec{
 				output("ticketId", VariableTypeInteger, "Created ticket ID."),
+				output("ticketNo", VariableTypeString, "Created ticket number."),
+				output("created", VariableTypeBoolean, "Whether the ticket was created."),
+				output("message", VariableTypeString, "Customer-visible ticket creation result."),
 			},
 		},
 		NodeSpec{
-			Type:                            NodeTypeHandoffToHuman,
+			Type:        NodeTypeHandoffToHuman,
-			Title:                           "Handoff To Human",
+			Title:       "Handoff To Human",
-			Description:                     "Transfer the conversation to human support.",
+			Description: "Transfer the conversation to human support.",
-			RiskLevel:                       NodeRiskLevelHigh,
+			RiskLevel:   NodeRiskLevelHigh,
-			RequiresConfirmationPredecessor: true,
 			InputSchema: []VariableSpec{
 				requiredInput("reason", VariableTypeString, "Handoff reason."),
-				requiredInput("confirmed", VariableTypeBoolean, "Confirmation result."),
+				optionalInput("confirmed", VariableTypeBoolean, "Confirmation result."),
 			},
 			OutputSchema: []VariableSpec{
 				output("handoffId", VariableTypeInteger, "Handoff operation ID."),

internal/ai/workflow/validator/validator_test.go

@@ -110,6 +110,30 @@ func TestValidateDefinitionAcceptsConfirmedCreateTicket(t *testing.T) {
 	}
 }
 
+func TestValidateDefinitionAcceptsDirectHandoffToHuman(t *testing.T) {
+	def := dsl.Definition{
+		SchemaVersion: 1,
+		EntryNodeID:   "start_1",
+		Nodes: []dsl.Node{
+			{ID: "start_1", Type: "start"},
+			{ID: "handoff_1", Type: "handoff_to_human", Inputs: map[string]dsl.VariableSelector{
+				"reason": {NodeID: "start_1", Field: "userMessage"},
+			}},
+			{ID: "end_1", Type: "end"},
+		},
+		Edges: []dsl.Edge{
+			{ID: "e1", Source: "start_1", Target: "handoff_1"},
+			{ID: "e2", Source: "handoff_1", Target: "end_1"},
+		},
+	}
+
+	result := validator.ValidateDefinition(def, registry.DefaultRegistry())
+
+	if !result.Valid {
+		t.Fatalf("expected direct handoff_to_human to be valid, got %#v", result.Errors)
+	}
+}
+
 func TestValidateDefinitionRejectsConfirmedInputFromNonConfirmNode(t *testing.T) {
 	def := dsl.Definition{
 		SchemaVersion: 1,

internal/services/ai_agent_workflow_service_test.go

@@ -5,6 +5,8 @@ import (
 	"testing"
 
 	"agent-desk/internal/ai/workflow/dsl"
+	workflowregistry "agent-desk/internal/ai/workflow/registry"
+	workflowvalidator "agent-desk/internal/ai/workflow/validator"
 	"agent-desk/internal/models"
 	"agent-desk/internal/pkg/dto"
 	"agent-desk/internal/pkg/dto/request"
@@ -50,11 +52,33 @@ func TestAIAgentServiceCreatesDefaultWorkflow(t *testing.T) {
 	if stored.EntryNodeID == "" {
 		t.Fatalf("expected default draft definition")
 	}
-	if len(stored.Nodes) < 5 {
+	validation := workflowvalidator.ValidateDefinition(stored, workflowregistry.DefaultRegistry())
-		t.Fatalf("expected product-ready default workflow, got nodes: %#v", stored.Nodes)
+	if !validation.Valid {
+		t.Fatalf("expected default workflow to be valid, got %#v", validation.Errors)
 	}
-	if !workflowHasNodeType(stored, "knowledge_retrieve") || !workflowHasNodeType(stored, "llm_reply") || !workflowHasNodeType(stored, "send_reply") {
+	if nodeTypeByID(stored, "route_intent_1") != workflowregistry.NodeTypeCondition {
-		t.Fatalf("expected default workflow to include retrieve, llm reply, and send reply nodes: %#v", stored.Nodes)
+		t.Fatalf("expected default workflow to start with a clear intent router, got nodes: %#v", stored.Nodes)
+	}
+	for _, nodeType := range []string{
+		workflowregistry.NodeTypeHandoffToHuman,
+		workflowregistry.NodeTypePrepareTicketDraft,
+		workflowregistry.NodeTypeHumanConfirm,
+		workflowregistry.NodeTypeCreateTicket,
+		workflowregistry.NodeTypeKnowledgeRetrieve,
+		workflowregistry.NodeTypeAnswerabilityGate,
+		workflowregistry.NodeTypeLLMReply,
+		workflowregistry.NodeTypeSendReply,
+	} {
+		if !workflowHasNodeType(stored, nodeType) {
+			t.Fatalf("expected default workflow to include %s node: %#v", nodeType, stored.Nodes)
+		}
+	}
+	assertConditionEdgeToNodeType(t, stored, "route_intent_1", workflowregistry.NodeTypeHandoffToHuman, "contains", "人工")
+	assertConditionEdgeToNodeType(t, stored, "route_intent_1", workflowregistry.NodeTypePrepareTicketDraft, "contains", "工单")
+	assertConditionEdgeToNodeType(t, stored, "answerability_1", workflowregistry.NodeTypeLLMReply, "eq", "answerable")
+	assertDefaultEdgeToNodeType(t, stored, "answerability_1", workflowregistry.NodeTypeLLMReply)
+	if !workflowEdgeExists(stored, "create_ticket_1", "ticket_result_reply_1") {
+		t.Fatalf("expected create_ticket to flow into a customer-visible result reply")
 	}
 }
 
@@ -181,3 +205,54 @@ func workflowHasNodeType(def dsl.Definition, nodeType string) bool {
 	}
 	return false
 }
+
+func nodeTypeByID(def dsl.Definition, nodeID string) string {
+	for _, node := range def.Nodes {
+		if node.ID == nodeID {
+			return node.Type
+		}
+	}
+	return ""
+}
+
+func assertConditionEdgeToNodeType(t *testing.T, def dsl.Definition, sourceID string, targetType string, operator string, right any) {
+	t.Helper()
+	nodeTypes := workflowNodeTypeMap(def)
+	for _, edge := range def.Edges {
+		if edge.Source != sourceID || nodeTypes[edge.Target] != targetType || edge.Condition == nil {
+			continue
+		}
+		if edge.Condition.Operator == operator && edge.Condition.Right == right {
+			return
+		}
+	}
+	t.Fatalf("expected %s conditional edge from %s to %s with right=%v, got %#v", operator, sourceID, targetType, right, def.Edges)
+}
+
+func assertDefaultEdgeToNodeType(t *testing.T, def dsl.Definition, sourceID string, targetType string) {
+	t.Helper()
+	nodeTypes := workflowNodeTypeMap(def)
+	for _, edge := range def.Edges {
+		if edge.Source == sourceID && nodeTypes[edge.Target] == targetType && edge.Condition == nil {
+			return
+		}
+	}
+	t.Fatalf("expected default edge from %s to %s, got %#v", sourceID, targetType, def.Edges)
+}
+
+func workflowEdgeExists(def dsl.Definition, sourceID string, targetID string) bool {
+	for _, edge := range def.Edges {
+		if edge.Source == sourceID && edge.Target == targetID {
+			return true
+		}
+	}
+	return false
+}
+
+func workflowNodeTypeMap(def dsl.Definition) map[string]string {
+	ret := make(map[string]string, len(def.Nodes))
+	for _, node := range def.Nodes {
+		ret[node.ID] = node.Type
+	}
+	return ret
+}

internal/services/ai_workflow_service.go

@@ -422,24 +422,103 @@ 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: 120}},
+			{ID: "start_1", Type: workflowregistry.NodeTypeStart, Name: "开始", Position: dsl.Position{X: 0, Y: 260}},
-			{ID: "retrieve_1", Type: workflowregistry.NodeTypeKnowledgeRetrieve, Name: "知识检索", Position: dsl.Position{X: 260, Y: 120}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "route_intent_1", Type: workflowregistry.NodeTypeCondition, Name: "意图分流", Position: dsl.Position{X: 260, Y: 260}},
+			{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{
+				"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{
+				"prompt": {NodeID: "ticket_confirm_prompt_1", Field: "replyText"},
+			}},
+			{ID: "create_ticket_1", Type: workflowregistry.NodeTypeCreateTicket, Name: "创建工单", Position: dsl.Position{X: 1460, Y: 180}, 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{
+				"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{
+				"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{
+				"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{
 				"query": {NodeID: "start_1", Field: "userMessage"},
 			}},
-			{ID: "reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "AI 回复", Position: dsl.Position{X: 520, Y: 120}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "answerability_1", Type: workflowregistry.NodeTypeAnswerabilityGate, Name: "可回答判断", Position: dsl.Position{X: 860, 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: 780, Y: 120}, Inputs: map[string]dsl.VariableSelector{
+			{ID: "reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "AI 回复", Position: dsl.Position{X: 1160, Y: 440}, 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{
 				"replyText": {NodeID: "reply_1", Field: "replyText"},
 			}},
-			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 1040, Y: 120}},
+			{ID: "fallback_reply_1", Type: workflowregistry.NodeTypeLLMReply, Name: "兜底追问", Position: dsl.Position{X: 1160, Y: 600}, 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{
+				"replyText": {NodeID: "fallback_reply_1", Field: "replyText"},
+			}},
+			{ID: "end_1", Type: workflowregistry.NodeTypeEnd, Name: "结束", Position: dsl.Position{X: 2060, Y: 440}},
 		},
 		Edges: []dsl.Edge{
-			{ID: "edge_start_retrieve", Source: "start_1", Target: "retrieve_1"},
+			{ID: "edge_start_route_intent", Source: "start_1", Target: "route_intent_1"},
-			{ID: "edge_retrieve_reply", Source: "retrieve_1", Target: "reply_1"},
+			{ID: "edge_intent_handoff", Source: "route_intent_1", Target: "handoff_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"},
+				Operator: "contains",
+				Right:    "人工",
+			}},
+			{ID: "edge_intent_ticket", Source: "route_intent_1", Target: "draft_ticket_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"},
+				Operator: "contains",
+				Right:    "工单",
+			}},
+			{ID: "edge_intent_complaint", Source: "route_intent_1", Target: "draft_ticket_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"},
+				Operator: "contains",
+				Right:    "投诉",
+			}},
+			{ID: "edge_intent_incident", Source: "route_intent_1", Target: "draft_ticket_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "start_1", Field: "userMessage"},
+				Operator: "contains",
+				Right:    "报障",
+			}},
+			{ID: "edge_intent_knowledge_default", Source: "route_intent_1", Target: "retrieve_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"},
+			{ID: "edge_ticket_confirm_create", Source: "ticket_confirm_1", Target: "create_ticket_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "ticket_confirm_1", Field: "confirmed"},
+				Operator: "is_true",
+			}},
+			{ID: "edge_ticket_confirm_cancel", Source: "ticket_confirm_1", Target: "ticket_cancel_reply_1"},
+			{ID: "edge_create_ticket_result", Source: "create_ticket_1", Target: "ticket_result_reply_1"},
+			{ID: "edge_ticket_result_end", Source: "ticket_result_reply_1", Target: "end_1"},
+			{ID: "edge_ticket_cancel_send", Source: "ticket_cancel_reply_1", Target: "send_ticket_cancel_1"},
+			{ID: "edge_ticket_cancel_end", Source: "send_ticket_cancel_1", Target: "end_1"},
+			{ID: "edge_retrieve_answerability", Source: "retrieve_1", Target: "answerability_1"},
+			{ID: "edge_answerability_reply", Source: "answerability_1", Target: "reply_1", Condition: &dsl.Condition{
+				Left:     &dsl.VariableSelector{NodeID: "answerability_1", Field: "answerability"},
+				Operator: "eq",
+				Right:    "answerable",
+			}},
+			{ID: "edge_answerability_fallback", Source: "answerability_1", Target: "fallback_reply_1"},
 			{ID: "edge_reply_send", Source: "reply_1", Target: "send_1"},
+			{ID: "edge_fallback_send", Source: "fallback_reply_1", Target: "send_fallback_1"},
 			{ID: "edge_send_end", Source: "send_1", Target: "end_1"},
+			{ID: "edge_send_fallback_end", Source: "send_fallback_1", Target: "end_1"},
 		},
 	}
 }

web/app/dashboard/ai-agents/_components/config-workbench.tsx

@@ -101,24 +101,134 @@ const emptyDefinition: AIWorkflowDefinition = {
       id: "start_1",
       type: "start",
       name: "开始",
-      position: { x: 0, y: 120 },
+      position: { x: 0, y: 260 },
       config: {},
     },
+    {
+      id: "route_intent_1",
+      type: "condition",
+      name: "意图分流",
+      position: { x: 260, y: 260 },
+      config: {},
+    },
+    {
+      id: "handoff_1",
+      type: "handoff_to_human",
+      name: "转人工",
+      position: { x: 560, y: 80 },
+      config: {},
+      inputs: {
+        reason: { nodeId: "start_1", field: "userMessage" },
+      },
+    },
+    {
+      id: "handoff_end_1",
+      type: "end",
+      name: "结束",
+      position: { x: 860, y: 80 },
+      config: {},
+    },
+    {
+      id: "draft_ticket_1",
+      type: "prepare_ticket_draft",
+      name: "整理工单草稿",
+      position: { x: 560, y: 240 },
+      config: {},
+      inputs: {
+        issue: { nodeId: "start_1", field: "userMessage" },
+      },
+    },
+    {
+      id: "ticket_confirm_prompt_1",
+      type: "llm_reply",
+      name: "建单确认文案",
+      position: { x: 860, y: 240 },
+      config: {
+        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: {
+        userMessage: { nodeId: "start_1", field: "userMessage" },
+      },
+    },
+    {
+      id: "ticket_confirm_1",
+      type: "human_confirm",
+      name: "确认建单",
+      position: { x: 1160, y: 240 },
+      config: {},
+      inputs: {
+        prompt: { nodeId: "ticket_confirm_prompt_1", field: "replyText" },
+      },
+    },
+    {
+      id: "create_ticket_1",
+      type: "create_ticket",
+      name: "创建工单",
+      position: { x: 1460, y: 180 },
+      config: {},
+      inputs: {
+        ticketDraft: { nodeId: "draft_ticket_1", field: "ticketDraft" },
+        confirmed: { nodeId: "ticket_confirm_1", field: "confirmed" },
+      },
+    },
+    {
+      id: "ticket_result_reply_1",
+      type: "send_reply",
+      name: "发送建单结果",
+      position: { x: 1760, y: 180 },
+      config: {},
+      inputs: {
+        replyText: { nodeId: "create_ticket_1", field: "message" },
+      },
+    },
+    {
+      id: "ticket_cancel_reply_1",
+      type: "llm_reply",
+      name: "取消建单提示",
+      position: { x: 1460, y: 320 },
+      config: {
+        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: {
+        userMessage: { nodeId: "start_1", field: "userMessage" },
+      },
+    },
+    {
+      id: "send_ticket_cancel_1",
+      type: "send_reply",
+      name: "发送取消提示",
+      position: { x: 1760, y: 320 },
+      config: {},
+      inputs: {
+        replyText: { nodeId: "ticket_cancel_reply_1", field: "replyText" },
+      },
+    },
     {
       id: "retrieve_1",
       type: "knowledge_retrieve",
       name: "知识检索",
-      position: { x: 260, y: 120 },
+      position: { x: 560, y: 500 },
       config: {},
       inputs: {
         query: { nodeId: "start_1", field: "userMessage" },
       },
     },
+    {
+      id: "answerability_1",
+      type: "answerability_gate",
+      name: "可回答判断",
+      position: { x: 860, y: 500 },
+      config: {},
+      inputs: {
+        userMessage: { nodeId: "start_1", field: "userMessage" },
+        knowledgeItems: { nodeId: "retrieve_1", field: "items" },
+      },
+    },
     {
       id: "reply_1",
       type: "llm_reply",
       name: "AI 回复",
-      position: { x: 520, y: 120 },
+      position: { x: 1160, y: 440 },
       config: {},
       inputs: {
         userMessage: { nodeId: "start_1", field: "userMessage" },
@@ -129,25 +239,117 @@ const emptyDefinition: AIWorkflowDefinition = {
       id: "send_1",
       type: "send_reply",
       name: "发送回复",
-      position: { x: 780, y: 120 },
+      position: { x: 1460, y: 440 },
       config: {},
       inputs: {
         replyText: { nodeId: "reply_1", field: "replyText" },
       },
     },
+    {
+      id: "fallback_reply_1",
+      type: "llm_reply",
+      name: "兜底追问",
+      position: { x: 1160, y: 600 },
+      config: {},
+      inputs: {
+        userMessage: { nodeId: "start_1", field: "userMessage" },
+        knowledgeItems: { nodeId: "retrieve_1", field: "items" },
+      },
+    },
+    {
+      id: "send_fallback_1",
+      type: "send_reply",
+      name: "发送兜底",
+      position: { x: 1460, y: 600 },
+      config: {},
+      inputs: {
+        replyText: { nodeId: "fallback_reply_1", field: "replyText" },
+      },
+    },
     {
       id: "end_1",
       type: "end",
       name: "结束",
-      position: { x: 1040, y: 120 },
+      position: { x: 2060, y: 440 },
       config: {},
     },
   ],
   edges: [
-    { id: "edge_start_retrieve", source: "start_1", target: "retrieve_1" },
+    { id: "edge_start_route_intent", source: "start_1", target: "route_intent_1" },
-    { id: "edge_retrieve_reply", source: "retrieve_1", target: "reply_1" },
+    {
+      id: "edge_intent_handoff",
+      source: "route_intent_1",
+      target: "handoff_1",
+      condition: {
+        left: { nodeId: "start_1", field: "userMessage" },
+        operator: "contains",
+        right: "人工",
+      },
+    },
+    {
+      id: "edge_intent_ticket",
+      source: "route_intent_1",
+      target: "draft_ticket_1",
+      condition: {
+        left: { nodeId: "start_1", field: "userMessage" },
+        operator: "contains",
+        right: "工单",
+      },
+    },
+    {
+      id: "edge_intent_complaint",
+      source: "route_intent_1",
+      target: "draft_ticket_1",
+      condition: {
+        left: { nodeId: "start_1", field: "userMessage" },
+        operator: "contains",
+        right: "投诉",
+      },
+    },
+    {
+      id: "edge_intent_incident",
+      source: "route_intent_1",
+      target: "draft_ticket_1",
+      condition: {
+        left: { nodeId: "start_1", field: "userMessage" },
+        operator: "contains",
+        right: "报障",
+      },
+    },
+    { id: "edge_intent_knowledge_default", source: "route_intent_1", target: "retrieve_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" },
+    {
+      id: "edge_ticket_confirm_create",
+      source: "ticket_confirm_1",
+      target: "create_ticket_1",
+      condition: {
+        left: { nodeId: "ticket_confirm_1", field: "confirmed" },
+        operator: "is_true",
+      },
+    },
+    { id: "edge_ticket_confirm_cancel", source: "ticket_confirm_1", target: "ticket_cancel_reply_1" },
+    { id: "edge_create_ticket_result", source: "create_ticket_1", target: "ticket_result_reply_1" },
+    { id: "edge_ticket_result_end", source: "ticket_result_reply_1", target: "end_1" },
+    { id: "edge_ticket_cancel_send", source: "ticket_cancel_reply_1", target: "send_ticket_cancel_1" },
+    { id: "edge_ticket_cancel_end", source: "send_ticket_cancel_1", target: "end_1" },
+    { id: "edge_retrieve_answerability", source: "retrieve_1", target: "answerability_1" },
+    {
+      id: "edge_answerability_reply",
+      source: "answerability_1",
+      target: "reply_1",
+      condition: {
+        left: { nodeId: "answerability_1", field: "answerability" },
+        operator: "eq",
+        right: "answerable",
+      },
+    },
+    { id: "edge_answerability_fallback", source: "answerability_1", target: "fallback_reply_1" },
     { id: "edge_reply_send", source: "reply_1", target: "send_1" },
+    { id: "edge_fallback_send", source: "fallback_reply_1", target: "send_fallback_1" },
     { id: "edge_send_end", source: "send_1", target: "end_1" },
+    { id: "edge_send_fallback_end", source: "send_fallback_1", target: "end_1" },
   ],
 }
 

web/lib/api/admin.ts

@@ -323,7 +323,10 @@ export type AIWorkflowDefinition = {
     source: string
     target: string
     condition?: {
-      expression: string
+      expression?: string
+      left?: AIWorkflowVariableSelector
+      operator?: string
+      right?: unknown
     }
   }[]
 }