feat: add fallback mode for AI agents and update knowledge base handling

- Introduced AIAgentFallbackMode with options for NoAnswer and SuggestRetry. - Updated AI agent edit component to include fallback mode selection. - Modified API types and payloads to accommodate fallback mode. - Removed deprecated KnowledgeFallbackMode and related logic from knowledge base. - Adjusted knowledge retrieval and response handling to utilize new fallback logic. - Updated tests to reflect changes in fallback mode handling for AI agents.
2026-04-18 13:36:44 +08:00
parent d9c4b669b2
commit c84870b968
25 changed files with 497 additions and 139 deletions
@@ -17,7 +17,7 @@ import (
 const (
 	enumsPkgName = "enums"
 	enumsDir     = "internal/pkg/enums"
-	outputPath   = "web/lib/generated/enums.ts"
+	outputPath   = "dashboard/lib/generated/enums.ts"
 )

 type enumValueType string
@@ -87,6 +87,7 @@ func buildSeedItems(aiConfigID int64, knowledgeIDs []int64, defaultTeamIDs strin
 			ReplyTimeoutSeconds: 180,
 			TeamIDs:             defaultTeamIDs,
 			HandoffMode:         enums.AIAgentHandoffModeWaitPool,
+			FallbackMode:        enums.AIAgentFallbackModeSuggestRetry,
 			FallbackMessage:     "我暂时没有找到足够准确的信息。你可以补充具体的问题，我再继续帮你查。",
 			KnowledgeIDs:        utils.JoinInt64s(knowledgeIDs),
 			SkillIDs:            defaultSkillIDs,
@@ -118,7 +118,6 @@ func ensureKnowledgeBase(db *gorm.DB) (*models.KnowledgeBase, error) {
 			ChunkMaxTokens:        400,
 			ChunkOverlapTokens:    40,
 			AnswerMode:            int(enums.KnowledgeAnswerModeStrict),
-			FallbackMode:          int(enums.KnowledgeFallbackModeNoAnswer),
 			AuditFields: models.AuditFields{
 				CreatedAt:      now,
 				CreateUserID:   constants.SystemAuditUserID,
@@ -168,7 +167,6 @@ func ensureFAQKnowledgeBase(db *gorm.DB) (*models.KnowledgeBase, error) {
 			ChunkMaxTokens:        0,
 			ChunkOverlapTokens:    0,
 			AnswerMode:            int(enums.KnowledgeAnswerModeStrict),
-			FallbackMode:          int(enums.KnowledgeFallbackModeNoAnswer),
 			Remark:                "测试数据初始化自动生成",
 			AuditFields: models.AuditFields{
 				CreatedAt:      now,
@@ -197,7 +195,6 @@ func ensureFAQKnowledgeBase(db *gorm.DB) (*models.KnowledgeBase, error) {
 		"chunk_max_tokens":        0,
 		"chunk_overlap_tokens":    0,
 		"answer_mode":             int(enums.KnowledgeAnswerModeStrict),
-		"fallback_mode":           int(enums.KnowledgeFallbackModeNoAnswer),
 		"remark":                  "测试数据初始化自动生成",
 		"update_user_id":          constants.SystemAuditUserID,
 		"update_user_name":        constants.SystemAuditUserName,
@@ -50,6 +50,8 @@ import {
 } from "@/lib/api/admin";
 import { getEnumOptions } from "@/lib/enums";
 import {
+  AIAgentFallbackMode,
+  AIAgentFallbackModeLabels,
  AIAgentHandoffMode,
  AIAgentHandoffModeLabels,
  AIModelType,
@@ -93,6 +95,7 @@ const schema = z.object({
    .number()
    .min(0, "回复超时秒数必须是大于等于 0 的整数"),
  handoffMode: z.string().trim().min(1, "请选择转人工模式"),
+  fallbackMode: z.string().trim().min(1, "请选择兜底策略"),
  fallbackMessage: z.string().trim(),
 });

@@ -118,6 +121,13 @@ const handoffModeOptions = getEnumOptions(AIAgentHandoffModeLabels).map(
  }),
 );

+const fallbackModeOptions = getEnumOptions(AIAgentFallbackModeLabels).map(
+  (option) => ({
+    value: String(option.value),
+    label: option.label,
+  }),
+);
+
 function buildForm(item: AIAgent | null): EditForm {
  if (!item) {
    return {
@@ -129,6 +139,7 @@ function buildForm(item: AIAgent | null): EditForm {
      welcomeMessage: "",
      replyTimeoutSeconds: 180,
      handoffMode: String(AIAgentHandoffMode.WaitPool),
+      fallbackMode: String(AIAgentFallbackMode.NoAnswer),
      fallbackMessage: "",
    };
  }
@@ -141,6 +152,7 @@ function buildForm(item: AIAgent | null): EditForm {
    welcomeMessage: item.welcomeMessage || "",
    replyTimeoutSeconds: item.replyTimeoutSeconds ?? 180,
    handoffMode: String(item.handoffMode),
+    fallbackMode: String(item.fallbackMode),
    fallbackMessage: item.fallbackMessage || "",
  };
 }
@@ -163,6 +175,7 @@ function buildPayload(
    replyTimeoutSeconds: Number(form.replyTimeoutSeconds),
    teamIds,
    handoffMode: Number(form.handoffMode),
+    fallbackMode: Number(form.fallbackMode),
    fallbackMessage: form.fallbackMessage.trim(),
    knowledgeIds,
    skillIds,
@@ -737,13 +750,34 @@ function EditDialogBody({
              </FieldContent>
            </Field>

+            <Field data-invalid={!!errors.fallbackMode}>
+              <FieldLabel>知识库兜底策略</FieldLabel>
+              <FieldContent className="space-y-3">
+                <Controller
+                  control={control}
+                  name="fallbackMode"
+                  render={({ field }) => (
+                    <OptionCombobox
+                      value={field.value}
+                      options={fallbackModeOptions}
+                      placeholder="请选择兜底策略"
+                      searchPlaceholder="搜索兜底策略"
+                      emptyText="未找到兜底策略"
+                      onChange={field.onChange}
+                    />
+                  )}
+                />
+                <FieldError errors={[errors.fallbackMode]} />
+              </FieldContent>
+            </Field>
+
            <Field data-invalid={!!errors.fallbackMessage}>
              <FieldLabel htmlFor="ai-agent-fallback-message">
                兜底文案
              </FieldLabel>
              <FieldContent>
                <div className="text-xs text-muted-foreground mb-1">
-                  仅在兜底模式为“直接声明无答案”或“引导补充信息”时使用。转人工已统一改为 AI Graph Tool，不再通过兜底模式直接触发。
+                  知识库未命中或命中证据不足时，会按这里的策略和文案进行兜底回复。转人工请通过 Graph Tool 配合转人工模式实现。
                </div>
                <Textarea
                  id="ai-agent-fallback-message"
@@ -35,8 +35,6 @@ import {
  KnowledgeChunkProviderLabels,
  KnowledgeAnswerMode,
  KnowledgeAnswerModeLabels,
-  KnowledgeFallbackMode,
-  KnowledgeFallbackModeLabels,
 } from "@/lib/generated/enums";
 import { getEnumLabel, getEnumOptions } from "@/lib/enums";

@@ -60,7 +58,6 @@ const emptyForm: EditForm = {
  chunkMaxTokens: "400",
  chunkOverlapTokens: "40",
  answerMode: String(KnowledgeAnswerMode.Strict),
-  fallbackMode: String(KnowledgeFallbackMode.NoAnswer),
  remark: "",
 };

@@ -76,7 +73,6 @@ const knowledgeBaseFormSchema = z.object({
  chunkMaxTokens: z.string().trim().min(1, "请输入最大 token 数"),
  chunkOverlapTokens: z.string().trim().min(1, "请输入重叠 token 数"),
  answerMode: z.string().trim().min(1, "请选择回答模式"),
-  fallbackMode: z.string().trim().min(1, "请选择回退模式"),
  remark: z.string().trim().max(500, "备注最多500个字符"),
 });

@@ -106,7 +102,6 @@ function buildForm(item: KnowledgeBase | null): EditForm {
    chunkMaxTokens: String(item.chunkMaxTokens),
    chunkOverlapTokens: String(item.chunkOverlapTokens),
    answerMode: String(item.answerMode),
-    fallbackMode: String(item.fallbackMode),
    remark: item.remark || "",
  };
 }
@@ -124,7 +119,6 @@ function buildPayload(form: EditForm): CreateKnowledgeBasePayload {
    chunkMaxTokens: Number(form.chunkMaxTokens),
    chunkOverlapTokens: Number(form.chunkOverlapTokens),
    answerMode: Number(form.answerMode),
-    fallbackMode: Number(form.fallbackMode),
    remark: form.remark.trim(),
  };
 }
@@ -477,43 +471,6 @@ function KnowledgeBaseFormDialogBody({
                <FieldError errors={[errors.answerMode]} />
              </FieldContent>
            </Field>
-            <Field data-invalid={!!errors.fallbackMode}>
-              <FieldLabel htmlFor="kb-fallback-mode">回退模式</FieldLabel>
-              <FieldContent>
-                <Controller
-                  control={control}
-                  name="fallbackMode"
-                  render={({ field }) => (
-                    <Select value={field.value} onValueChange={field.onChange}>
-                      <SelectTrigger
-                        id="kb-fallback-mode"
-                        aria-invalid={!!errors.fallbackMode}
-                      >
-                        <SelectValue placeholder="选择回退模式">
-                          {field.value
-                            ? getEnumLabel(
-                                KnowledgeFallbackModeLabels,
-                                Number(field.value),
-                              )
-                            : undefined}
-                        </SelectValue>
-                      </SelectTrigger>
-                      <SelectContent>
-                        {getEnumOptions(KnowledgeFallbackModeLabels).map((option) => (
-                          <SelectItem
-                            key={option.value}
-                            value={String(option.value)}
-                          >
-                            {option.label}
-                          </SelectItem>
-                        ))}
-                      </SelectContent>
-                    </Select>
-                  )}
-                />
-                <FieldError errors={[errors.fallbackMode]} />
-              </FieldContent>
-            </Field>
          </div>

          <Field data-invalid={!!errors.remark}>
@@ -208,6 +208,8 @@ export type AIAgent = {
  teams: { id: number; name: string }[]
  handoffMode: number
  handoffModeName: string
+  fallbackMode: number
+  fallbackModeName: string
  fallbackMessage: string
  knowledgeIds: number[]
  knowledgeBaseNames: string[]
@@ -239,6 +241,7 @@ export type CreateAIAgentPayload = {
  replyTimeoutSeconds: number
  teamIds: number[]
  handoffMode: number
+  fallbackMode: number
  fallbackMessage: string
  knowledgeIds: number[]
  skillIds: number[]
@@ -1189,8 +1192,6 @@ export type KnowledgeBase = {
  chunkOverlapTokens: number
  answerMode: number
  answerModeName: string
-  fallbackMode: number
-  fallbackModeName: string
  documentCount: number
  faqCount: number
  remark: string
@@ -1212,7 +1213,6 @@ export type CreateKnowledgeBasePayload = {
  chunkMaxTokens: number
  chunkOverlapTokens: number
  answerMode: number
-  fallbackMode: number
  remark: string
 }

@@ -1400,7 +1400,6 @@ export type KnowledgeSearchPayload = {

 export type KnowledgeAnswerPayload = KnowledgeSearchPayload & {
  answerMode?: number
-  fallbackMode?: number
 }

 export type CreateKnowledgeDocumentPayload = {
@@ -1,5 +1,14 @@
 // Code generated by cmd/enums/generator.go. DO NOT EDIT.

+export enum AIAgentFallbackMode {
+  NoAnswer = 1,
+  SuggestRetry = 2,
+}
+export const AIAgentFallbackModeLabels: Record<AIAgentFallbackMode, string> = {
+  [AIAgentFallbackMode.NoAnswer]: "直接声明无答案",
+  [AIAgentFallbackMode.SuggestRetry]: "建议补充信息",
+}
+
 export enum AIAgentHandoffMode {
  WaitPool = 1,
  DefaultTeamPool = 2,
@@ -274,17 +283,6 @@ export const KnowledgeDocumentIndexStatusLabels: Record<KnowledgeDocumentIndexSt
  [KnowledgeDocumentIndexStatus.Failed]: "索引失败",
 }

-export enum KnowledgeFallbackMode {
-  NoAnswer = 1,
-  SuggestRetry = 2,
-  TransferHuman = 3,
-}
-export const KnowledgeFallbackModeLabels: Record<KnowledgeFallbackMode, string> = {
-  [KnowledgeFallbackMode.NoAnswer]: "直接声明无答案",
-  [KnowledgeFallbackMode.SuggestRetry]: "建议重试",
-  [KnowledgeFallbackMode.TransferHuman]: "转人工",
-}
-
 export enum KnowledgeFeedbackType {
  Like = 1,
  Dislike = 2,
@@ -112,15 +112,7 @@ func (s *answer) DebugAnswer(ctx context.Context, req request.KnowledgeAnswerReq
 		}
 	}

-	fallbackMode := enums.KnowledgeFallbackMode(req.FallbackMode)
-	if fallbackMode == 0 {
-		if knowledgeBase != nil {
-			fallbackMode = enums.KnowledgeFallbackMode(knowledgeBase.FallbackMode)
-		}
-		if fallbackMode == 0 {
-			fallbackMode = enums.KnowledgeFallbackModeNoAnswer
-		}
-	}
+	fallbackMode := enums.AIAgentFallbackModeNoAnswer

 	answerStatus := enums.KnowledgeAnswerStatusNormal
 	answer := ""
@@ -391,12 +383,10 @@ func buildAnswerSystemPrompt(answerMode enums.KnowledgeAnswerMode) string {
 	return "你是严格的客服知识库助手。只能依据提供的知识片段回答；如果资料不足，请明确说明知识库暂无明确信息。"
 }

-func buildFallbackAnswer(fallbackMode enums.KnowledgeFallbackMode) string {
+func buildFallbackAnswer(fallbackMode enums.AIAgentFallbackMode) string {
 	switch fallbackMode {
-	case enums.KnowledgeFallbackModeSuggestRetry:
+	case 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。"
-	case enums.KnowledgeFallbackModeTransferHuman:
-		return "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。"
 	default:
 		return "当前知识库暂无明确信息。"
 	}
@@ -11,24 +11,19 @@ import (
 func TestBuildFallbackAnswer(t *testing.T) {
 	tests := []struct {
 		name     string
-		mode     enums.KnowledgeFallbackMode
+		mode     enums.AIAgentFallbackMode
 		expected string
 	}{
 		{
 			name:     "no answer",
-			mode:     enums.KnowledgeFallbackModeNoAnswer,
+			mode:     enums.AIAgentFallbackModeNoAnswer,
 			expected: "当前知识库暂无明确信息。",
 		},
 		{
 			name:     "suggest retry",
-			mode:     enums.KnowledgeFallbackModeSuggestRetry,
+			mode:     enums.AIAgentFallbackModeSuggestRetry,
 			expected: "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。",
 		},
-		{
-			name:     "transfer human",
-			mode:     enums.KnowledgeFallbackModeTransferHuman,
-			expected: "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。",
-		},
 	}

 	for _, tt := range tests {
@@ -19,7 +19,7 @@ func buildKnowledgeGuardDecision(aiAgent models.AIAgent, retrieveResult *retriev
 	if retrieveResult == nil || len(retrieveResult.KnowledgeBaseIDs) == 0 {
 		return knowledgeGuardDecision{}
 	}
-	fallbackReply := resolveKnowledgeFallbackReply(aiAgent, retrieveResult.FallbackMode)
+	fallbackReply := resolveKnowledgeFallbackReply(aiAgent)
 	if len(retrieveResult.Hits) == 0 {
 		return knowledgeGuardDecision{FallbackReply: fallbackReply}
 	}
@@ -32,15 +32,13 @@ func buildKnowledgeGuardDecision(aiAgent models.AIAgent, retrieveResult *retriev
 	}
 }

-func resolveKnowledgeFallbackReply(aiAgent models.AIAgent, fallbackMode enums.KnowledgeFallbackMode) string {
+func resolveKnowledgeFallbackReply(aiAgent models.AIAgent) string {
 	if reply := strings.TrimSpace(aiAgent.FallbackMessage); reply != "" {
 		return reply
 	}
-	switch fallbackMode {
-	case enums.KnowledgeFallbackModeSuggestRetry:
+	switch aiAgent.FallbackMode {
+	case 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。"
-	case enums.KnowledgeFallbackModeTransferHuman:
-		return "当前知识库里没有找到足够明确的信息，建议转人工进一步处理。"
 	default:
 		return "当前知识库暂无明确信息。"
 	}
@@ -12,9 +12,9 @@ import (

 func TestBuildKnowledgeGuardDecisionFallsBackWhenKnowledgeMisses(t *testing.T) {
 	agent := newKnowledgeGuardAgentFixture()
+	agent.FallbackMode = enums.AIAgentFallbackModeSuggestRetry
 	decision := buildKnowledgeGuardDecision(agent, &retrievers.KnowledgeRetrieveResult{
 		KnowledgeBaseIDs: []int64{1},
-		FallbackMode:     enums.KnowledgeFallbackModeSuggestRetry,
 	})

 	if decision.FallbackReply != "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。" {
@@ -30,7 +30,6 @@ func TestBuildKnowledgeGuardDecisionUsesAgentFallbackMessage(t *testing.T) {
 	agent.FallbackMessage = "请联系人工客服"
 	decision := buildKnowledgeGuardDecision(agent, &retrievers.KnowledgeRetrieveResult{
 		KnowledgeBaseIDs: []int64{1},
-		FallbackMode:     enums.KnowledgeFallbackModeNoAnswer,
 	})

 	if decision.FallbackReply != "请联系人工客服" {
@@ -45,8 +44,7 @@ func TestBuildKnowledgeGuardDecisionInjectsStrictInstructionOnHit(t *testing.T)
 		Hits: []rag.RetrieveResult{
 			{KnowledgeBaseID: 1, Score: 0.88},
 		},
-		AnswerMode:   enums.KnowledgeAnswerModeStrict,
-		FallbackMode: enums.KnowledgeFallbackModeNoAnswer,
+		AnswerMode: enums.KnowledgeAnswerModeStrict,
 	})

 	if decision.FallbackReply != "" {
@@ -65,5 +63,7 @@ func TestBuildKnowledgeGuardDecisionInjectsStrictInstructionOnHit(t *testing.T)
 }

 func newKnowledgeGuardAgentFixture() models.AIAgent {
-	return models.AIAgent{}
+	return models.AIAgent{
+		FallbackMode: enums.AIAgentFallbackModeNoAnswer,
+	}
 }
@@ -46,7 +46,6 @@ type KnowledgeRetrieveResult struct {
 	ContextText      string
 	TopScore         float64
 	AnswerMode       enums.KnowledgeAnswerMode
-	FallbackMode     enums.KnowledgeFallbackMode
 	Trace            *rag.RetrieveTrace
 	TraceItems       []callbacks.RetrieverTraceItem
 	TraceSummary     callbacks.RetrieverTraceSummary
@@ -127,7 +126,7 @@ func (r *KnowledgeRetriever) RetrieveContextByOptions(ctx context.Context, opts
 	ret.ContextResults = limitContextResults(ret.ContextResults, maxContextItems)
 	ret.ContextText = strings.TrimSpace(buildContextText(ret.ContextResults))
 	ret.TopScore = resolveTopScore(results)
-	ret.AnswerMode, ret.FallbackMode = resolveRuntimeAnswerSettings(knowledgeBaseIDs, results)
+	ret.AnswerMode = resolveRuntimeAnswerMode(knowledgeBaseIDs, results)
 	ret.TraceItems = buildRetrieverTraceItems(queryPreview, results, trace)
 	ret.TraceSummary = buildRetrieverTraceSummary(ret.Options, ret.Policies, ret.ContextResults, results, trace)
 	return ret, nil
@@ -188,34 +187,30 @@ func (r *KnowledgeRetriever) resolvePolicies(knowledgeBaseIDs []int64, opts Know
 	return ret
 }

-func resolveRuntimeAnswerSettings(knowledgeBaseIDs []int64, results []rag.RetrieveResult) (enums.KnowledgeAnswerMode, enums.KnowledgeFallbackMode) {
+func resolveRuntimeAnswerMode(knowledgeBaseIDs []int64, results []rag.RetrieveResult) enums.KnowledgeAnswerMode {
 	knowledgeBases := loadRuntimeKnowledgeBases(knowledgeBaseIDs)
 	if len(knowledgeBases) == 0 {
-		return enums.KnowledgeAnswerModeStrict, enums.KnowledgeFallbackModeNoAnswer
+		return enums.KnowledgeAnswerModeStrict
 	}
 	if len(results) > 0 {
 		if knowledgeBase, ok := knowledgeBases[results[0].KnowledgeBaseID]; ok {
-			return normalizeRuntimeAnswerSettings(knowledgeBase)
+			return normalizeRuntimeAnswerMode(knowledgeBase)
 		}
 	}
 	for _, knowledgeBaseID := range knowledgeBaseIDs {
 		if knowledgeBase, ok := knowledgeBases[knowledgeBaseID]; ok {
-			return normalizeRuntimeAnswerSettings(knowledgeBase)
+			return normalizeRuntimeAnswerMode(knowledgeBase)
 		}
 	}
-	return enums.KnowledgeAnswerModeStrict, enums.KnowledgeFallbackModeNoAnswer
+	return enums.KnowledgeAnswerModeStrict
 }

-func normalizeRuntimeAnswerSettings(knowledgeBase models.KnowledgeBase) (enums.KnowledgeAnswerMode, enums.KnowledgeFallbackMode) {
+func normalizeRuntimeAnswerMode(knowledgeBase models.KnowledgeBase) enums.KnowledgeAnswerMode {
 	answerMode := enums.KnowledgeAnswerMode(knowledgeBase.AnswerMode)
 	if answerMode == 0 {
 		answerMode = enums.KnowledgeAnswerModeStrict
 	}
-	fallbackMode := enums.KnowledgeFallbackMode(knowledgeBase.FallbackMode)
-	if fallbackMode == 0 {
-		fallbackMode = enums.KnowledgeFallbackModeNoAnswer
-	}
-	return answerMode, fallbackMode
+	return answerMode
 }

 func loadRuntimeKnowledgeBases(ids []int64) map[int64]models.KnowledgeBase {
@@ -25,8 +25,6 @@ func BuildKnowledgeBase(item *models.KnowledgeBase) response.KnowledgeBaseRespon
 		ChunkOverlapTokens:    item.ChunkOverlapTokens,
 		AnswerMode:            item.AnswerMode,
 		AnswerModeName:        enums.GetKnowledgeAnswerModeLabel(enums.KnowledgeAnswerMode(item.AnswerMode)),
-		FallbackMode:          item.FallbackMode,
-		FallbackModeName:      enums.GetKnowledgeFallbackModeLabel(enums.KnowledgeFallbackMode(item.FallbackMode)),
 		Remark:                item.Remark,
 		CreatedAt:             item.CreatedAt,
 		UpdatedAt:             item.UpdatedAt,
@@ -124,6 +124,8 @@ func buildAIAgentResponse(item *models.AIAgent) response.AIAgentResponse {
 		ReplyTimeoutSeconds: item.ReplyTimeoutSeconds,
 		HandoffMode:         item.HandoffMode,
 		HandoffModeName:     enums.GetAIAgentHandoffModeLabel(item.HandoffMode),
+		FallbackMode:        item.FallbackMode,
+		FallbackModeName:    enums.GetAIAgentFallbackModeLabel(item.FallbackMode),
 		FallbackMessage:     item.FallbackMessage,
 		KnowledgeIDs:        utils.SplitInt64s(item.KnowledgeIDs),
 		SkillIDs:            utils.SplitInt64s(item.SkillIDs),
@@ -509,6 +509,7 @@ type AIAgent struct {
 	ReplyTimeoutSeconds int                             `gorm:"type:int;not null;default:180"`               // ReplyTimeoutSeconds 为异步自动回复超时秒数。
 	TeamIDs             string                          `gorm:"type:varchar(500);not null;default:''"`       // TeamIDs 为转人工时可路由的客服组ID列表，多个之间使用逗号分隔。
 	HandoffMode         enums.AIAgentHandoffMode        `gorm:"type:int;not null;default:1"`                 // HandoffMode 为转人工模式，如进入待接入池、进入默认客服组待接入池。
+	FallbackMode        enums.AIAgentFallbackMode       `gorm:"type:int;not null;default:1"`                 // FallbackMode 为知识库未命中时的兜底策略。
 	FallbackMessage     string                          `gorm:"type:text"`                                   // FallbackMessage 为兜底回复文案。
 	KnowledgeIDs        string                          `gorm:"type:varchar(500);not null;default:''"`       // KnowledgeIDs 为绑定的知识库ID列表，按顺序表示优先级。
 	SkillIDs            string                          `gorm:"type:varchar(500);not null;default:''"`       // SkillIDs 为绑定的技能ID列表，按顺序表示允许路由的范围。
@@ -775,7 +776,6 @@ type KnowledgeBase struct {
 	ChunkMaxTokens        int          `gorm:"type:int;not null;default:400"`                      // ChunkMaxTokens 为单 chunk 最大 token 数。
 	ChunkOverlapTokens    int          `gorm:"type:int;not null;default:40"`                       // ChunkOverlapTokens 为相邻 chunk 重叠 token 数。
 	AnswerMode            int          `gorm:"type:int;not null;default:1"`                        // AnswerMode 为回答模式：1严格知识库模式 2辅助解释模式。
-	FallbackMode          int          `gorm:"type:int;not null;default:1"`                        // FallbackMode 为兜底模式：1声明无答案 2引导换问法 3转人工。
 	SortNo                int          `gorm:"type:int;not null;default:0;index"`                  // SortNo 为排序号，用于后台展示和知识库的人工排序管理。
 	Remark                string       `gorm:"type:text"`                                          // Remark 为备注。
 	AuditFields
@@ -52,6 +52,7 @@ type CreateAIAgentRequest struct {
 	ReplyTimeoutSeconds int                             `json:"replyTimeoutSeconds"`
 	TeamIDs             []int64                         `json:"teamIds"`
 	HandoffMode         enums.AIAgentHandoffMode        `json:"handoffMode"`
+	FallbackMode        enums.AIAgentFallbackMode       `json:"fallbackMode"`
 	FallbackMessage     string                          `json:"fallbackMessage"`
 	KnowledgeIDs        []int64                         `json:"knowledgeIds"`
 	SkillIDs            []int64                         `json:"skillIds"`
@@ -14,7 +14,6 @@ type CreateKnowledgeBaseRequest struct {
 	ChunkMaxTokens        int     `json:"chunkMaxTokens"`
 	ChunkOverlapTokens    int     `json:"chunkOverlapTokens"`
 	AnswerMode            int     `json:"answerMode"`
-	FallbackMode          int     `json:"fallbackMode"`
 	Remark                string  `json:"remark"`
 }

@@ -71,7 +70,6 @@ type KnowledgeAnswerRequest struct {
 	SessionID        string  `json:"sessionId"`
 	ConversationID   int64   `json:"conversationId"`
 	AnswerMode       int     `json:"answerMode"`
-	FallbackMode     int     `json:"fallbackMode"`
 }

 type CreateKnowledgeFeedbackRequest struct {
@@ -83,6 +83,8 @@ type AIAgentResponse struct {
 	Teams               []AIAgentTeamResponse           `json:"teams"`
 	HandoffMode         enums.AIAgentHandoffMode        `json:"handoffMode"`
 	HandoffModeName     string                          `json:"handoffModeName"`
+	FallbackMode        enums.AIAgentFallbackMode       `json:"fallbackMode"`
+	FallbackModeName    string                          `json:"fallbackModeName"`
 	FallbackMessage     string                          `json:"fallbackMessage"`
 	KnowledgeIDs        []int64                         `json:"knowledgeIds"`
 	KnowledgeBaseNames  []string                        `json:"knowledgeBaseNames"`
@@ -22,8 +22,6 @@ type KnowledgeBaseResponse struct {
 	ChunkOverlapTokens    int          `json:"chunkOverlapTokens"`
 	AnswerMode            int          `json:"answerMode"`
 	AnswerModeName        string       `json:"answerModeName"`
-	FallbackMode          int          `json:"fallbackMode"`
-	FallbackModeName      string       `json:"fallbackModeName"`
 	DocumentCount         int64        `json:"documentCount"`
 	FAQCount              int64        `json:"faqCount"`
 	Remark                string       `json:"remark"`
@@ -215,6 +215,27 @@ func GetAIAgentHandoffModeLabel(mode AIAgentHandoffMode) string {
 	return aiAgentHandoffModeLabelMap[mode]
 }

+type AIAgentFallbackMode int
+
+const (
+	AIAgentFallbackModeNoAnswer     AIAgentFallbackMode = 1
+	AIAgentFallbackModeSuggestRetry AIAgentFallbackMode = 2
+)
+
+var AIAgentFallbackModeValues = []AIAgentFallbackMode{
+	AIAgentFallbackModeNoAnswer,
+	AIAgentFallbackModeSuggestRetry,
+}
+
+var aiAgentFallbackModeLabelMap = map[AIAgentFallbackMode]string{
+	AIAgentFallbackModeNoAnswer:     "直接声明无答案",
+	AIAgentFallbackModeSuggestRetry: "建议补充信息",
+}
+
+func GetAIAgentFallbackModeLabel(mode AIAgentFallbackMode) string {
+	return aiAgentFallbackModeLabelMap[mode]
+}
+
 const (
 	IMRealtimeEventConnected               = "connected"
 	IMRealtimeEventPong                    = "pong"
@@ -214,21 +214,3 @@ var knowledgeAnswerModeLabelMap = map[KnowledgeAnswerMode]string{
 func GetKnowledgeAnswerModeLabel(mode KnowledgeAnswerMode) string {
 	return knowledgeAnswerModeLabelMap[mode]
 }
-
-type KnowledgeFallbackMode int
-
-const (
-	KnowledgeFallbackModeNoAnswer      KnowledgeFallbackMode = 1
-	KnowledgeFallbackModeSuggestRetry  KnowledgeFallbackMode = 2
-	KnowledgeFallbackModeTransferHuman KnowledgeFallbackMode = 3
-)
-
-var knowledgeFallbackModeLabelMap = map[KnowledgeFallbackMode]string{
-	KnowledgeFallbackModeNoAnswer:      "直接声明无答案",
-	KnowledgeFallbackModeSuggestRetry:  "建议重试",
-	KnowledgeFallbackModeTransferHuman: "转人工",
-}
-
-func GetKnowledgeFallbackModeLabel(mode KnowledgeFallbackMode) string {
-	return knowledgeFallbackModeLabelMap[mode]
-}
@@ -101,6 +101,7 @@ func (s *aIAgentService) UpdateAIAgent(req request.UpdateAIAgentRequest, operato
 		"reply_timeout_seconds": item.ReplyTimeoutSeconds,
 		"team_ids":              item.TeamIDs,
 		"handoff_mode":          item.HandoffMode,
+		"fallback_mode":         item.FallbackMode,
 		"fallback_message":      item.FallbackMessage,
 		"knowledge_ids":         item.KnowledgeIDs,
 		"skill_ids":             item.SkillIDs,
@@ -157,6 +158,12 @@ func (s *aIAgentService) buildAIAgentModel(id int64, req request.CreateAIAgentRe
 	if !slices.Contains(enums.AIAgentHandoffModeValues, enums.AIAgentHandoffMode(req.HandoffMode)) {
 		return nil, errorsx.InvalidParam("转人工模式不合法")
 	}
+	if req.FallbackMode == 0 {
+		req.FallbackMode = enums.AIAgentFallbackModeNoAnswer
+	}
+	if !slices.Contains(enums.AIAgentFallbackModeValues, enums.AIAgentFallbackMode(req.FallbackMode)) {
+		return nil, errorsx.InvalidParam("兜底策略不合法")
+	}
 	if enums.AIAgentHandoffMode(req.HandoffMode) == enums.AIAgentHandoffModeDefaultTeamPool && len(teamIDs) == 0 {
 		return nil, errorsx.InvalidParam("默认客服组待接入池模式必须至少选择一个客服组")
 	}
@@ -209,6 +216,7 @@ func (s *aIAgentService) buildAIAgentModel(id int64, req request.CreateAIAgentRe
 		ReplyTimeoutSeconds: req.ReplyTimeoutSeconds,
 		TeamIDs:             utils.JoinInt64s(teamIDs),
 		HandoffMode:         req.HandoffMode,
+		FallbackMode:        req.FallbackMode,
 		FallbackMessage:     strings.TrimSpace(req.FallbackMessage),
 		KnowledgeIDs:        utils.JoinInt64s(knowledgeIDs),
 		SkillIDs:            utils.JoinInt64s(skillIDs),
@@ -112,7 +112,6 @@ func (s *knowledgeBaseService) UpdateKnowledgeBase(req request.UpdateKnowledgeBa
 		"chunk_max_tokens":        item.ChunkMaxTokens,
 		"chunk_overlap_tokens":    item.ChunkOverlapTokens,
 		"answer_mode":             item.AnswerMode,
-		"fallback_mode":           item.FallbackMode,
 		"remark":                  item.Remark,
 		"update_user_id":          operator.UserID,
 		"update_user_name":        operator.Username,
@@ -161,7 +160,6 @@ func (s *knowledgeBaseService) buildKnowledgeBaseModel(req request.CreateKnowled
 		ChunkMaxTokens:        req.ChunkMaxTokens,
 		ChunkOverlapTokens:    req.ChunkOverlapTokens,
 		AnswerMode:            req.AnswerMode,
-		FallbackMode:          req.FallbackMode,
 		Remark:                req.Remark,
 	}
 	if item.DefaultTopK == 0 {
@@ -208,9 +206,6 @@ func (s *knowledgeBaseService) buildKnowledgeBaseModel(req request.CreateKnowled
 	if item.AnswerMode == 0 {
 		item.AnswerMode = 1
 	}
-	if item.FallbackMode == 0 {
-		item.FallbackMode = 1
-	}
 	return item, nil
 }

@@ -0,0 +1,389 @@
+// Code generated by cmd/enums/generator.go. DO NOT EDIT.
+
+export enum AIAgentFallbackMode {
+  NoAnswer = 1,
+  SuggestRetry = 2,
+}
+export const AIAgentFallbackModeLabels: Record<AIAgentFallbackMode, string> = {
+  [AIAgentFallbackMode.NoAnswer]: "直接声明无答案",
+  [AIAgentFallbackMode.SuggestRetry]: "建议补充信息",
+}
+
+export enum AIAgentHandoffMode {
+  WaitPool = 1,
+  DefaultTeamPool = 2,
+  AIHoldAndNotify = 3,
+}
+export const AIAgentHandoffModeLabels: Record<AIAgentHandoffMode, string> = {
+  [AIAgentHandoffMode.WaitPool]: "进入待接入池",
+  [AIAgentHandoffMode.DefaultTeamPool]: "进入默认客服组待接入池",
+  [AIAgentHandoffMode.AIHoldAndNotify]: "AI托底并提醒人工",
+}
+
+export enum AIModelType {
+  LLM = "llm",
+  Embedding = "embedding",
+  Rerank = "rerank",
+}
+export const AIModelTypeLabels: Record<AIModelType, string> = {
+  [AIModelType.LLM]: "大语言模型",
+  [AIModelType.Embedding]: "向量模型",
+  [AIModelType.Rerank]: "重排序模型",
+}
+
+export enum AIProvider {
+  OpenAI = "openai",
+}
+export const AIProviderLabels: Record<AIProvider, string> = {
+  [AIProvider.OpenAI]: "OpenAI",
+}
+
+export enum AssetProvider {
+  Local = "local",
+  OSS = "oss",
+}
+export const AssetProviderLabels: Record<AssetProvider, string> = {
+  [AssetProvider.Local]: "本地存储",
+  [AssetProvider.OSS]: "对象存储",
+}
+
+export enum AssetStatus {
+  Pending = 1,
+  Success = 2,
+  Failed = 3,
+  Deleted = 4,
+}
+export const AssetStatusLabels: Record<AssetStatus, string> = {
+  [AssetStatus.Pending]: "处理中",
+  [AssetStatus.Success]: "成功",
+  [AssetStatus.Failed]: "失败",
+  [AssetStatus.Deleted]: "已删除",
+}
+
+export enum ContactType {
+  Mobile = "mobile",
+  Email = "email",
+  Other = "other",
+}
+export const ContactTypeLabels: Record<ContactType, string> = {
+  [ContactType.Mobile]: "手机号",
+  [ContactType.Email]: "邮箱",
+  [ContactType.Other]: "其他",
+}
+
+export enum ExternalSource {
+  WebChat = "web_chat",
+  WxWorkKF = "wxwork_kf",
+}
+export const ExternalSourceLabels: Record<ExternalSource, string> = {
+  [ExternalSource.WebChat]: "网页客服",
+  [ExternalSource.WxWorkKF]: "企业微信客服",
+}
+
+export enum Gender {
+  Unknown = 0,
+  Male = 1,
+  Female = 2,
+}
+export const GenderLabels: Record<Gender, string> = {
+  [Gender.Unknown]: "未知",
+  [Gender.Male]: "男",
+  [Gender.Female]: "女",
+}
+
+export enum IMAssignmentStatus {
+  Active = 0,
+  Inactive = 1,
+}
+export const IMAssignmentStatusLabels: Record<IMAssignmentStatus, string> = {
+  [IMAssignmentStatus.Active]: "进行中",
+  [IMAssignmentStatus.Inactive]: "已结束",
+}
+
+export enum IMAssignmentType {
+  Assign = "assign",
+  Transfer = "transfer",
+}
+export const IMAssignmentTypeLabels: Record<IMAssignmentType, string> = {
+  [IMAssignmentType.Assign]: "分配",
+  [IMAssignmentType.Transfer]: "转接",
+}
+
+export enum IMConversationServiceMode {
+  AIOnly = 1,
+  HumanOnly = 2,
+  AIFirst = 3,
+}
+export const IMConversationServiceModeLabels: Record<IMConversationServiceMode, string> = {
+  [IMConversationServiceMode.AIOnly]: "仅AI",
+  [IMConversationServiceMode.HumanOnly]: "仅人工",
+  [IMConversationServiceMode.AIFirst]: "AI优先",
+}
+
+export enum IMConversationStatus {
+  AIServing = 1,
+  Pending = 2,
+  Active = 3,
+  Closed = 4,
+}
+export const IMConversationStatusLabels: Record<IMConversationStatus, string> = {
+  [IMConversationStatus.AIServing]: "AI接待中",
+  [IMConversationStatus.Pending]: "待接入",
+  [IMConversationStatus.Active]: "处理中",
+  [IMConversationStatus.Closed]: "已关闭",
+}
+
+export enum IMEventType {
+  Create = "create",
+  Assign = "assign",
+  Transfer = "transfer",
+  Close = "close",
+  MessageSend = "message_send",
+  MessageRecall = "message_recall",
+}
+export const IMEventTypeLabels: Record<IMEventType, string> = {
+  [IMEventType.Create]: "创建会话",
+  [IMEventType.Assign]: "分配会话",
+  [IMEventType.Transfer]: "转接会话",
+  [IMEventType.Close]: "关闭会话",
+  [IMEventType.MessageSend]: "发送消息",
+  [IMEventType.MessageRecall]: "撤回消息",
+}
+
+export enum IMMessageStatus {
+  Sending = 1,
+  Sent = 2,
+  Delivered = 3,
+  Read = 4,
+  Failed = 5,
+  Recalled = 6,
+}
+export const IMMessageStatusLabels: Record<IMMessageStatus, string> = {
+  [IMMessageStatus.Sending]: "发送中",
+  [IMMessageStatus.Sent]: "已发送",
+  [IMMessageStatus.Delivered]: "已送达",
+  [IMMessageStatus.Read]: "已读",
+  [IMMessageStatus.Failed]: "发送失败",
+  [IMMessageStatus.Recalled]: "已撤回",
+}
+
+export enum IMMessageType {
+  Text = "text",
+  Image = "image",
+  Attachment = "attachment",
+  HTML = "html",
+}
+export const IMMessageTypeLabels: Record<IMMessageType, string> = {
+  [IMMessageType.Text]: "文本",
+  [IMMessageType.Image]: "图片",
+  [IMMessageType.Attachment]: "附件",
+  [IMMessageType.HTML]: "富文本",
+}
+
+export enum IMParticipantType {
+  Customer = "customer",
+  Agent = "agent",
+  AI = "ai",
+  System = "system",
+}
+export const IMParticipantTypeLabels: Record<IMParticipantType, string> = {
+  [IMParticipantType.Customer]: "客户",
+  [IMParticipantType.Agent]: "客服",
+  [IMParticipantType.AI]: "AI",
+  [IMParticipantType.System]: "系统",
+}
+
+export enum IMSenderType {
+  Agent = "agent",
+  Customer = "customer",
+  AI = "ai",
+  System = "system",
+}
+export const IMSenderTypeLabels: Record<IMSenderType, string> = {
+  [IMSenderType.Agent]: "客服",
+  [IMSenderType.Customer]: "客户",
+  [IMSenderType.AI]: "AI",
+  [IMSenderType.System]: "系统",
+}
+
+export enum KnowledgeAnswerMode {
+  Strict = 1,
+  Assist = 2,
+}
+export const KnowledgeAnswerModeLabels: Record<KnowledgeAnswerMode, string> = {
+  [KnowledgeAnswerMode.Strict]: "严格模式",
+  [KnowledgeAnswerMode.Assist]: "辅助模式",
+}
+
+export enum KnowledgeAnswerStatus {
+  Normal = 1,
+  NoAnswer = 2,
+  Fallback = 3,
+  Blocked = 4,
+}
+export const KnowledgeAnswerStatusLabels: Record<KnowledgeAnswerStatus, string> = {
+  [KnowledgeAnswerStatus.Normal]: "正常",
+  [KnowledgeAnswerStatus.NoAnswer]: "无答案",
+  [KnowledgeAnswerStatus.Fallback]: "兜底回复",
+  [KnowledgeAnswerStatus.Blocked]: "已屏蔽",
+}
+
+export enum KnowledgeBaseType {
+  Document = "document",
+  FAQ = "faq",
+}
+export const KnowledgeBaseTypeLabels: Record<KnowledgeBaseType, string> = {
+  [KnowledgeBaseType.Document]: "文档知识库",
+  [KnowledgeBaseType.FAQ]: "FAQ知识库",
+}
+
+export enum KnowledgeChunkProvider {
+  Fixed = "fixed",
+  Structured = "structured",
+  FAQ = "faq",
+  Semantic = "semantic",
+}
+export const KnowledgeChunkProviderLabels: Record<KnowledgeChunkProvider, string> = {
+  [KnowledgeChunkProvider.Fixed]: "固定长度",
+  [KnowledgeChunkProvider.Structured]: "结构化分块",
+  [KnowledgeChunkProvider.FAQ]: "问答式分块",
+  [KnowledgeChunkProvider.Semantic]: "语义分块",
+}
+
+export enum KnowledgeChunkType {
+  Text = "text",
+  FAQ = "faq",
+  Table = "table",
+  Code = "code",
+}
+export const KnowledgeChunkTypeLabels: Record<KnowledgeChunkType, string> = {
+  [KnowledgeChunkType.Text]: "文本",
+  [KnowledgeChunkType.FAQ]: "问答",
+  [KnowledgeChunkType.Table]: "表格",
+  [KnowledgeChunkType.Code]: "代码",
+}
+
+export enum KnowledgeDocumentContentType {
+  HTML = "html",
+  Markdown = "markdown",
+}
+export const KnowledgeDocumentContentTypeLabels: Record<KnowledgeDocumentContentType, string> = {
+  [KnowledgeDocumentContentType.HTML]: "HTML",
+  [KnowledgeDocumentContentType.Markdown]: "Markdown",
+}
+
+export enum KnowledgeDocumentIndexStatus {
+  Pending = "pending",
+  Indexed = "indexed",
+  Failed = "failed",
+}
+export const KnowledgeDocumentIndexStatusLabels: Record<KnowledgeDocumentIndexStatus, string> = {
+  [KnowledgeDocumentIndexStatus.Pending]: "待索引",
+  [KnowledgeDocumentIndexStatus.Indexed]: "已索引",
+  [KnowledgeDocumentIndexStatus.Failed]: "索引失败",
+}
+
+export enum KnowledgeFeedbackType {
+  Like = 1,
+  Dislike = 2,
+  NotHelpful = 3,
+  WrongCitation = 4,
+  Other = 5,
+}
+export const KnowledgeFeedbackTypeLabels: Record<KnowledgeFeedbackType, string> = {
+  [KnowledgeFeedbackType.Like]: "点赞",
+  [KnowledgeFeedbackType.Dislike]: "点踩",
+  [KnowledgeFeedbackType.NotHelpful]: "无帮助",
+  [KnowledgeFeedbackType.WrongCitation]: "引用错误",
+  [KnowledgeFeedbackType.Other]: "其他",
+}
+
+export enum KnowledgeRetrieveChannel {
+  IM = "im",
+  AgentAssist = "agent_assist",
+  API = "api",
+  Debug = "debug",
+}
+export const KnowledgeRetrieveChannelLabels: Record<KnowledgeRetrieveChannel, string> = {
+  [KnowledgeRetrieveChannel.IM]: "客服会话",
+  [KnowledgeRetrieveChannel.AgentAssist]: "客服助手",
+  [KnowledgeRetrieveChannel.API]: "API接口",
+  [KnowledgeRetrieveChannel.Debug]: "调试",
+}
+
+export enum KnowledgeRetrieveScene {
+  FirstResponse = "first_response",
+  Assist = "assist",
+  QA = "qa",
+}
+export const KnowledgeRetrieveSceneLabels: Record<KnowledgeRetrieveScene, string> = {
+  [KnowledgeRetrieveScene.FirstResponse]: "首次回复",
+  [KnowledgeRetrieveScene.Assist]: "辅助回复",
+  [KnowledgeRetrieveScene.QA]: "问答",
+}
+
+export enum ServiceStatus {
+  Idle = 0,
+  Busy = 1,
+}
+export const ServiceStatusLabels: Record<ServiceStatus, string> = {
+  [ServiceStatus.Idle]: "空闲",
+  [ServiceStatus.Busy]: "忙碌",
+}
+
+export enum Status {
+  Ok = 0,
+  Disabled = 1,
+  Deleted = 2,
+}
+export const StatusLabels: Record<Status, string> = {
+  [Status.Ok]: "启用",
+  [Status.Disabled]: "禁用",
+  [Status.Deleted]: "已删除",
+}
+
+export enum ThirdProvider {
+  WxWork = "wxwork",
+  Dingtalk = "dingtalk",
+}
+export const ThirdProviderLabels: Record<ThirdProvider, string> = {
+  [ThirdProvider.WxWork]: "企业微信",
+  [ThirdProvider.Dingtalk]: "钉钉",
+}
+
+export enum TicketSeverity {
+  Minor = 1,
+  Major = 2,
+  Critical = 3,
+}
+export const TicketSeverityLabels: Record<TicketSeverity, string> = {
+  [TicketSeverity.Minor]: "轻微",
+  [TicketSeverity.Major]: "严重",
+  [TicketSeverity.Critical]: "致命",
+}
+
+export enum TicketStatus {
+  New = "new",
+  Open = "open",
+  PendingCustomer = "pending_customer",
+  PendingInternal = "pending_internal",
+  Resolved = "resolved",
+  Closed = "closed",
+  Cancelled = "cancelled",
+}
+export const TicketStatusLabels: Record<TicketStatus, string> = {
+  [TicketStatus.New]: "新建",
+  [TicketStatus.Open]: "处理中",
+  [TicketStatus.PendingCustomer]: "待客户反馈",
+  [TicketStatus.PendingInternal]: "待内部处理",
+  [TicketStatus.Resolved]: "已解决",
+  [TicketStatus.Closed]: "已关闭",
+  [TicketStatus.Cancelled]: "已取消",
+}
+
+export enum VectorDBType {
+  Qdrant = "qdrant",
+}
+export const VectorDBTypeLabels: Record<VectorDBType, string> = {
+  [VectorDBType.Qdrant]: "Qdrant",
+}