fix: bypass answerability gate for runtime actions

internal/ai/runtime/executor/answerability_gate.go

@@ -181,6 +181,11 @@ func (g *KnowledgeAnswerabilityGate) retrieveKnowledge(ctx context.Context, stat
 	}
 	gate := g.withDefaults()
 	req := state.Input.Request
+	if isRuntimeActionIntent(req.UserMessage.Content) {
+		state.SkipGate = true
+		state.recordAnswerability(answerabilityStatusSkipped, "runtime action intent", nil)
+		return state, nil
+	}
 	configuredKnowledgeIDs := utils.SplitInt64s(req.AIAgent.KnowledgeIDs)
 	retriever := gate.newRetriever(req.AIAgent)
 	if retriever == nil {
@@ -232,6 +237,72 @@ func (g *KnowledgeAnswerabilityGate) retrieveKnowledge(ctx context.Context, stat
 	return state, nil
 }
 
+func isRuntimeActionIntent(content string) bool {
+	text := strings.ToLower(strings.TrimSpace(content))
+	if text == "" {
+		return false
+	}
+	compact := strings.NewReplacer(" ", "", "\t", "", "\n", "", "\r", "").Replace(text)
+	handoffPhrases := []string{
+		"我要转人工",
+		"帮我转人工",
+		"转人工",
+		"接人工",
+		"找人工",
+		"真人客服",
+		"humanagent",
+		"liveagent",
+	}
+	for _, phrase := range handoffPhrases {
+		if strings.Contains(compact, phrase) {
+			return true
+		}
+	}
+	if containsAny(compact, []string{"人工客服", "人工服务", "人工处理"}) &&
+		!containsAny(compact, []string{"是什么", "怎么", "如何", "多少", "几", "吗", "?"}) &&
+		(isShortActionPhrase(compact) || containsAny(compact, []string{"我要", "帮我", "请", "联系", "需要"})) {
+		return true
+	}
+	ticketPhrases := []string{
+		"创建工单",
+		"新建工单",
+		"提交工单",
+		"发起工单",
+		"建工单",
+		"开工单",
+		"我要建单",
+		"帮我建单",
+		"创建ticket",
+		"createticket",
+	}
+	for _, phrase := range ticketPhrases {
+		if strings.Contains(compact, phrase) {
+			return true
+		}
+	}
+	if strings.Contains(compact, "工单") {
+		for _, action := range []string{"创建", "新建", "提交", "发起", "建", "开", "帮我", "我要", "请"} {
+			if strings.Contains(compact, action) {
+				return true
+			}
+		}
+	}
+	return false
+}
+
+func containsAny(text string, values []string) bool {
+	for _, value := range values {
+		if strings.Contains(text, value) {
+			return true
+		}
+	}
+	return false
+}
+
+func isShortActionPhrase(text string) bool {
+	return len([]rune(text)) <= 8
+}
+
 func (g *KnowledgeAnswerabilityGate) gradeAnswerability(ctx context.Context, state *answerabilityGateState) (*answerabilityGateState, error) {
 	if state == nil {
 		return &answerabilityGateState{}, nil

internal/ai/runtime/executor/answerability_gate_test.go

@@ -349,6 +349,64 @@ func TestBuildRunMessagesInjectsKnowledgeWhenGateAllows(t *testing.T) {
 	}
 }
 
+func TestBuildRunMessagesSkipsAnswerabilityGateForExplicitHandoffIntent(t *testing.T) {
+	summary := &RunResult{}
+	retriever := &fakeKnowledgeContextRetriever{
+		knowledgeBaseIDs: []int64{1},
+		err:              errors.New("retriever should not be called for handoff intent"),
+	}
+	gate := newTestKnowledgeAnswerabilityGate(retriever, nil)
+
+	messages := buildRunMessages(context.Background(), newAnswerabilityGateRunInput("我要转人工", "1"), summary, nil, gate)
+
+	if summary.ReplyText != "" {
+		t.Fatalf("expected handoff intent to continue to agent/tool routing, got fallback %q", summary.ReplyText)
+	}
+	if retriever.lastQuery != "" {
+		t.Fatalf("expected retriever to be skipped for handoff intent, got query %q", retriever.lastQuery)
+	}
+	if !messagesContainContent(messages, "我要转人工") {
+		t.Fatalf("expected current user message in messages, got %#v", messages)
+	}
+}
+
+func TestBuildRunMessagesSkipsAnswerabilityGateForExplicitTicketIntent(t *testing.T) {
+	summary := &RunResult{}
+	retriever := &fakeKnowledgeContextRetriever{
+		knowledgeBaseIDs: []int64{1},
+		err:              errors.New("retriever should not be called for ticket intent"),
+	}
+	gate := newTestKnowledgeAnswerabilityGate(retriever, nil)
+
+	messages := buildRunMessages(context.Background(), newAnswerabilityGateRunInput("帮我创建一个工单", "1"), summary, nil, gate)
+
+	if summary.ReplyText != "" {
+		t.Fatalf("expected ticket intent to continue to agent/tool routing, got fallback %q", summary.ReplyText)
+	}
+	if retriever.lastQuery != "" {
+		t.Fatalf("expected retriever to be skipped for ticket intent, got query %q", retriever.lastQuery)
+	}
+	if !messagesContainContent(messages, "帮我创建一个工单") {
+		t.Fatalf("expected current user message in messages, got %#v", messages)
+	}
+}
+
+func TestRuntimeActionIntentDoesNotMatchKnowledgeQuestions(t *testing.T) {
+	cases := []string{
+		"人工客服服务时间是什么？",
+		"工单状态怎么查询？",
+		"需要查询工单状态怎么操作？",
+	}
+
+	for _, tc := range cases {
+		t.Run(tc, func(t *testing.T) {
+			if isRuntimeActionIntent(tc) {
+				t.Fatalf("expected %q to stay in knowledge answerability flow", tc)
+			}
+		})
+	}
+}
+
 func newTestKnowledgeAnswerabilityGate(retriever knowledgeContextRetriever, chatModel model.BaseChatModel) *KnowledgeAnswerabilityGate {
 	return &KnowledgeAnswerabilityGate{
 		newRetriever: func(aiAgent models.AIAgent) knowledgeContextRetriever {

internal/ai/runtime/executor/knowledge_guard.go

@@ -57,7 +57,11 @@ func resolveKnowledgeHumanSupportFallback(aiAgent models.AIAgent) string {
 	if strs.IsBlank(base) {
 		base = "当前知识库暂无明确信息。"
 	}
-	return base
+	humanSupport := "建议你联系人工客服进一步确认。"
+	if strings.Contains(base, humanSupport) {
+		return base
+	}
+	return base + " " + humanSupport
 }
 
 func buildKnowledgeRuntimeInstruction(answerMode enums.KnowledgeAnswerMode, fallbackReply string) string {