Init
This commit is contained in:
mlogclub
@@ -0,0 +1,563 @@
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package runtime
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import (
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"context"
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"encoding/json"
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"fmt"
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"log/slog"
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"strings"
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"time"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/dto"
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"cs-agent/internal/pkg/enums"
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"cs-agent/internal/repositories"
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svc "cs-agent/internal/services"
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"github.com/mlogclub/simple/common/strs"
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"github.com/mlogclub/simple/sqls"
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)
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var AIReplyService = newAIReplyService()
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func init() {
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svc.TriggerAIReplyAsyncHook = AIReplyService.TriggerReplyAsync
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}
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func newAIReplyService() *aiReplyService {
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return &aiReplyService{}
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}
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type aiReplyService struct{}
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type aiReplyTraceData struct {
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Status string `json:"status"`
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RuntimeLatencyMs int64 `json:"runtimeLatencyMs,omitempty"`
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RecheckMs int64 `json:"recheckMs,omitempty"`
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CommitMs int64 `json:"commitMs,omitempty"`
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FinalAction string `json:"finalAction,omitempty"`
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ReplySent bool `json:"replySent,omitempty"`
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ReplyMessageID int64 `json:"replyMessageId,omitempty"`
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Runtime json.RawMessage `json:"runtime,omitempty"`
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}
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const (
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defaultAIReplyAsyncTimeoutSeconds = 180
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maxAIReplyAsyncTimeoutSeconds = 600
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)
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func (s *aiReplyService) resolveReplyTimeout(aiAgent models.AIAgent) time.Duration {
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if aiAgent.ReplyTimeoutSeconds <= 0 {
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return time.Duration(defaultAIReplyAsyncTimeoutSeconds) * time.Second
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}
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if aiAgent.ReplyTimeoutSeconds > maxAIReplyAsyncTimeoutSeconds {
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return time.Duration(maxAIReplyAsyncTimeoutSeconds) * time.Second
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}
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return time.Duration(aiAgent.ReplyTimeoutSeconds) * time.Second
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}
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func (s *aiReplyService) TriggerReplyAsync(conversation models.Conversation, message models.Message) {
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go func() {
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aiAgent := svc.AIAgentService.Get(conversation.AIAgentID)
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if aiAgent == nil || aiAgent.Status != enums.StatusOk {
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return
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}
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startedAt := time.Now()
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timeout := s.resolveReplyTimeout(*aiAgent)
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ctx, cancel := context.WithTimeout(context.Background(), timeout)
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defer cancel()
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if err := s.TriggerReply(ctx, conversation, message, *aiAgent); err != nil {
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slog.Error("failed to trigger ai reply",
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"message_id", message.ID,
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"timeout_ms", timeout.Milliseconds(),
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"elapsed_ms", time.Since(startedAt).Milliseconds(),
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"error", err)
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}
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}()
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}
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func (s *aiReplyService) TriggerReply(ctx context.Context, conversation models.Conversation, message models.Message, aiAgent models.AIAgent) (retErr error) {
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startedAt := time.Now()
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trace := &aiReplyTraceData{Status: "started"}
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var summary *Summary
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if err := ctx.Err(); err != nil {
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return err
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}
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if message.SenderType != enums.IMSenderTypeCustomer {
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return nil
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}
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if conversation.HandoffAt != nil || conversation.CurrentAssigneeID > 0 {
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return nil
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}
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if aiAgent.ServiceMode == enums.IMConversationServiceModeHumanOnly {
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return nil
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}
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if strs.IsBlank(message.Content) {
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return nil
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}
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defer func() {
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s.writeRunLog(startedAt, message, conversation, aiAgent, message.Content, retErr, trace, summary)
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}()
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if pendingInterrupt := svc.ConversationInterruptService.FindLatestPendingByConversationID(conversation.ID); pendingInterrupt != nil {
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return s.resumePendingInterrupt(ctx, conversation, message, aiAgent, pendingInterrupt, trace, &summary)
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}
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if s.shouldHandoffByQuestion(message.Content, aiAgent) {
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return s.handoffConversation(conversation, aiAgent, "用户主动要求人工")
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}
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if aiAgent.ServiceMode != enums.IMConversationServiceModeAIOnly &&
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aiAgent.MaxAIReplyRounds > 0 &&
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conversation.AIReplyRounds >= aiAgent.MaxAIReplyRounds {
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return s.handoffConversation(conversation, aiAgent, "达到AI最大回复轮次")
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}
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aiConfig := svc.AIConfigService.Get(aiAgent.AIConfigID)
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if aiConfig == nil {
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return fmt.Errorf("ai config is nil")
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}
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runtimeStartedAt := time.Now()
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var err error
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summary, err = Service.Run(ctx, Request{
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Conversation: &conversation,
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UserMessage: &message,
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AIAgent: &aiAgent,
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AIConfig: aiConfig,
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})
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trace.RuntimeLatencyMs = time.Since(runtimeStartedAt).Milliseconds()
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if err != nil {
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trace.Status = "runtime_error"
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trace.FinalAction = "error"
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if summary != nil {
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trace.Runtime = json.RawMessage(summary.TraceData)
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}
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return err
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}
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trace.Status = "runtime_prepared"
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trace.FinalAction = toRunLogFinalAction(summary)
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if summary != nil && strings.TrimSpace(summary.TraceData) != "" {
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trace.Runtime = json.RawMessage(summary.TraceData)
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}
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if summary != nil && summary.Interrupted {
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return s.handleInterruptedSummary(conversation, message, aiAgent, summary, trace)
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}
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if summary != nil && strings.TrimSpace(summary.ReplyText) != "" {
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replyMessage, err := s.sendAIReply(conversation, message, aiAgent, summary.ReplyText, trace, "ai_reply")
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if err != nil {
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return err
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}
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if err := s.incrementAIReplyRounds(conversation.ID, conversation.AIReplyRounds+1, aiAgent.Name); err != nil {
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return err
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}
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trace.ReplySent = replyMessage != nil
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}
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return nil
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}
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func (s *aiReplyService) resumePendingInterrupt(ctx context.Context, conversation models.Conversation, message models.Message, aiAgent models.AIAgent,
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pendingInterrupt *models.ConversationInterrupt, trace *aiReplyTraceData, summaryRef **Summary) error {
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if pendingInterrupt == nil {
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return nil
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}
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aiConfig := svc.AIConfigService.Get(aiAgent.AIConfigID)
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if aiConfig == nil {
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return fmt.Errorf("ai config is nil")
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}
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runtimeStartedAt := time.Now()
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summary, err := Service.Resume(ctx, ResumeRequest{
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Conversation: &conversation,
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AIAgent: &aiAgent,
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AIConfig: aiConfig,
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CheckPointID: strings.TrimSpace(pendingInterrupt.CheckPointID),
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ResumeData: map[string]any{
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strings.TrimSpace(pendingInterrupt.InterruptID): strings.TrimSpace(message.Content),
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},
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})
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trace.RuntimeLatencyMs = time.Since(runtimeStartedAt).Milliseconds()
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*summaryRef = summary
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if err != nil {
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if isCheckpointMissingError(err) {
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summary = &Summary{
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Status: "expired",
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ReplyText: "本次确认已失效，请重新发起。",
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}
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*summaryRef = summary
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trace.Status = "interrupt_expired"
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trace.FinalAction = "expired"
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replyMessage, expireErr := s.sendAIReply(conversation, message, aiAgent, summary.ReplyText, trace, "ai_interrupt_expired")
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if expireErr != nil {
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return expireErr
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}
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if err := s.incrementAIReplyRounds(conversation.ID, conversation.AIReplyRounds+1, aiAgent.Name); err != nil {
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return err
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}
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lastResumeMessageID := int64(0)
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if replyMessage != nil {
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lastResumeMessageID = replyMessage.ID
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}
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if expireMarkErr := svc.ConversationInterruptService.MarkExpired(pendingInterrupt.ID, lastResumeMessageID); expireMarkErr != nil {
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return expireMarkErr
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}
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return nil
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}
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trace.Status = "runtime_error"
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trace.FinalAction = "error"
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if summary != nil {
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trace.Runtime = json.RawMessage(summary.TraceData)
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}
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return err
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}
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trace.Status = "runtime_prepared"
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trace.FinalAction = toRunLogFinalAction(summary)
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if summary != nil && strings.TrimSpace(summary.TraceData) != "" {
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trace.Runtime = json.RawMessage(summary.TraceData)
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}
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if summary != nil && summary.Interrupted {
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return s.handleInterruptedResume(conversation, message, aiAgent, pendingInterrupt, summary, trace)
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}
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if summary != nil && strings.TrimSpace(summary.ReplyText) != "" {
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replyMessage, err := s.sendAIReply(conversation, message, aiAgent, summary.ReplyText, trace, "ai_resume")
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if err != nil {
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return err
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}
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if err := s.incrementAIReplyRounds(conversation.ID, conversation.AIReplyRounds+1, aiAgent.Name); err != nil {
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return err
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}
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replyMessageID := int64(0)
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if replyMessage != nil {
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replyMessageID = replyMessage.ID
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}
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if isCancellationReply(summary.ReplyText) {
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return svc.ConversationInterruptService.MarkCancelled(pendingInterrupt.ID, replyMessageID)
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}
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return svc.ConversationInterruptService.MarkResolved(pendingInterrupt.ID, replyMessageID)
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}
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return svc.ConversationInterruptService.MarkResolved(pendingInterrupt.ID, 0)
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}
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func (s *aiReplyService) handleInterruptedSummary(conversation models.Conversation, message models.Message, aiAgent models.AIAgent,
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summary *Summary, trace *aiReplyTraceData) error {
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pending := buildConversationInterrupt(conversation, message, aiAgent, summary)
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if err := svc.ConversationInterruptService.CreateOrUpdatePending(pending); err != nil {
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return err
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}
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pending = svc.ConversationInterruptService.GetByCheckPointID(summary.CheckPointID)
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replyText := resolveInterruptPrompt(summary)
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replyMessage, err := s.sendAIReply(conversation, message, aiAgent, replyText, trace, "ai_interrupt")
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if err != nil {
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return err
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}
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if err := s.incrementAIReplyRounds(conversation.ID, conversation.AIReplyRounds+1, aiAgent.Name); err != nil {
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return err
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}
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if replyMessage != nil && pending != nil {
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return svc.ConversationInterruptService.MarkPendingAgain(pending.ID, pending.InterruptID, replyText, replyMessage.ID)
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}
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return nil
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}
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func (s *aiReplyService) handleInterruptedResume(conversation models.Conversation, message models.Message, aiAgent models.AIAgent,
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pendingInterrupt *models.ConversationInterrupt, summary *Summary, trace *aiReplyTraceData) error {
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if pendingInterrupt == nil {
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return nil
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}
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replyText := resolveInterruptPrompt(summary)
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replyMessage, err := s.sendAIReply(conversation, message, aiAgent, replyText, trace, "ai_interrupt_resume")
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if err != nil {
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return err
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}
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if err := s.incrementAIReplyRounds(conversation.ID, conversation.AIReplyRounds+1, aiAgent.Name); err != nil {
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return err
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}
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if replyMessage != nil {
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return svc.ConversationInterruptService.MarkPendingAgain(pendingInterrupt.ID, firstInterruptID(summary), replyText, replyMessage.ID)
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}
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return nil
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}
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func (s *aiReplyService) sendAIReply(conversation models.Conversation, message models.Message, aiAgent models.AIAgent,
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replyText string, trace *aiReplyTraceData, clientPrefix string) (*models.Message, error) {
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replyText = strings.TrimSpace(replyText)
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if replyText == "" {
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return nil, nil
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}
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commitStartedAt := time.Now()
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replyMessage, err := svc.MessageService.SendAIMessage(conversation.ID, aiAgent.ID,
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fmt.Sprintf("%s_%d", strings.TrimSpace(clientPrefix), message.ID), enums.IMMessageTypeText, replyText, "", s.buildAIPrincipal(aiAgent))
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if trace != nil {
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trace.CommitMs = time.Since(commitStartedAt).Milliseconds()
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trace.ReplySent = err == nil && replyMessage != nil
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if replyMessage != nil {
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trace.ReplyMessageID = replyMessage.ID
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}
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}
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return replyMessage, err
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}
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func (s *aiReplyService) shouldHandoffByQuestion(question string, aiAgent models.AIAgent) bool {
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if aiAgent.ServiceMode == enums.IMConversationServiceModeAIOnly {
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return false
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}
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normalized := strings.ReplaceAll(strings.ToLower(strings.TrimSpace(question)), " ", "")
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if normalized == "" {
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return false
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}
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keywords := []string{"转人工", "人工客服"}
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for _, keyword := range keywords {
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if strings.Contains(normalized, keyword) {
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return true
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}
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}
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return false
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}
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func (s *aiReplyService) writeRunLog(startedAt time.Time, message models.Message, conversation models.Conversation, aiAgent models.AIAgent,
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question string, runErr error, trace *aiReplyTraceData, summary *Summary) {
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errorMessage := ""
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if runErr != nil {
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errorMessage = runErr.Error()
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} else if summary != nil && strings.TrimSpace(summary.ErrorMessage) != "" {
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errorMessage = strings.TrimSpace(summary.ErrorMessage)
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}
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traceData := buildAIReplyTraceData(trace)
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plannedAction, plannedToolCode, planReason := buildRunLogPlan(summary)
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logItem := &models.AgentRunLog{
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ConversationID: conversation.ID,
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MessageID: message.ID,
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AIAgentID: aiAgent.ID,
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AIConfigID: aiAgent.AIConfigID,
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UserMessage: strings.TrimSpace(question),
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PlannedAction: plannedAction,
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PlannedSkillCode: strings.TrimSpace(summaryPlannedSkillCode(summary)),
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PlannedToolCode: plannedToolCode,
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PlanReason: planReason,
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FinalAction: toRunLogFinalAction(summary),
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ReplyText: buildRunLogReplyText(summary),
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ErrorMessage: errorMessage,
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LatencyMs: time.Since(startedAt).Milliseconds(),
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TraceData: traceData,
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CreatedAt: time.Now(),
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}
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if err := svc.AgentRunLogService.Create(logItem); err != nil {
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slog.Warn("create agent run log failed",
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"message_id", message.ID,
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"conversation_id", logItem.ConversationID,
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"ai_agent_id", aiAgent.ID,
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"error", err)
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}
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}
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func buildAIReplyTraceData(trace *aiReplyTraceData) string {
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if trace == nil {
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return ""
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}
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data, err := json.Marshal(trace)
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if err != nil {
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return ""
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}
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return string(data)
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}
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func buildRunLogPlan(summary *Summary) (plannedAction, plannedToolCode, planReason string) {
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if summary == nil {
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return "", "", ""
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}
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if skillCode := strings.TrimSpace(summaryPlannedSkillCode(summary)); skillCode != "" {
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reason := strings.TrimSpace(summary.PlanReason)
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if reason == "" {
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reason = "skill_selected"
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}
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return "skill", "", reason
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}
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if strings.TrimSpace(summary.Status) == "expired" {
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return "interrupt", "", "pending interrupt checkpoint expired"
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}
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if summary.Interrupted {
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return "tool", firstInvokedToolCode(summary), "agent interrupted and is waiting for user confirmation"
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}
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if len(summary.InvokedToolCodes) > 0 {
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return "tool", strings.TrimSpace(summary.InvokedToolCodes[0]), "agent invoked MCP tool"
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}
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if strings.TrimSpace(summary.ReplyText) != "" {
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return "reply", "", "agent replied directly"
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}
|
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if strings.TrimSpace(summary.ErrorMessage) != "" {
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return "error", "", "runtime execution failed"
|
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}
|
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return "fallback", "", "runtime produced empty reply"
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}
|
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func toRunLogFinalAction(summary *Summary) string {
|
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if summary == nil {
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return ""
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}
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if skillCode := strings.TrimSpace(summaryPlannedSkillCode(summary)); skillCode != "" && strings.TrimSpace(summary.ReplyText) != "" {
|
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return "skill"
|
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}
|
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switch strings.TrimSpace(summary.Status) {
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case "completed":
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return "reply"
|
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case "fallback":
|
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return "fallback"
|
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case "error":
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return "error"
|
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case "interrupted":
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return "interrupted"
|
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case "expired":
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return "expired"
|
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default:
|
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return strings.TrimSpace(summary.Status)
|
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}
|
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}
|
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|
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func buildRunLogReplyText(summary *Summary) string {
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if summary == nil {
|
||||
return ""
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||||
}
|
||||
return strings.TrimSpace(summary.ReplyText)
|
||||
}
|
||||
|
||||
func summaryPlannedSkillCode(summary *Summary) string {
|
||||
if summary == nil {
|
||||
return ""
|
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}
|
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return strings.TrimSpace(summary.PlannedSkillCode)
|
||||
}
|
||||
|
||||
func (s *aiReplyService) incrementAIReplyRounds(conversationID int64, nextRounds int, aiAgentName string) error {
|
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return repositories.ConversationRepository.Updates(sqls.DB(), conversationID, map[string]any{
|
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"ai_reply_rounds": nextRounds,
|
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"update_user_id": 0,
|
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"update_user_name": strings.TrimSpace(aiAgentName),
|
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"updated_at": time.Now(),
|
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})
|
||||
}
|
||||
|
||||
func buildConversationInterrupt(conversation models.Conversation, message models.Message, aiAgent models.AIAgent, summary *Summary) *models.ConversationInterrupt {
|
||||
if summary == nil {
|
||||
return nil
|
||||
}
|
||||
now := time.Now()
|
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item := svc.ConversationInterruptService.GetByCheckPointID(summary.CheckPointID)
|
||||
if item == nil {
|
||||
item = &models.ConversationInterrupt{
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||||
CheckPointID: summary.CheckPointID,
|
||||
CreatedAt: now,
|
||||
}
|
||||
}
|
||||
item.ConversationID = conversation.ID
|
||||
item.AIAgentID = aiAgent.ID
|
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item.SourceMessageID = message.ID
|
||||
item.InterruptID = firstInterruptID(summary)
|
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item.InterruptType = firstInterruptType(summary)
|
||||
item.Status = "pending"
|
||||
item.PromptText = resolveInterruptPrompt(summary)
|
||||
item.UpdatedAt = now
|
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return item
|
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}
|
||||
|
||||
func resolveInterruptPrompt(summary *Summary) string {
|
||||
if summary == nil || len(summary.Interrupts) == 0 {
|
||||
return "请继续补充信息后再试。"
|
||||
}
|
||||
if prompt := extractInterruptMessage(summary.Interrupts[0].InfoPreview); prompt != "" {
|
||||
return prompt
|
||||
}
|
||||
if prompt := strings.TrimSpace(summary.Interrupts[0].InfoPreview); prompt != "" {
|
||||
return prompt
|
||||
}
|
||||
return "请继续补充信息后再试。"
|
||||
}
|
||||
|
||||
func extractInterruptMessage(infoPreview string) string {
|
||||
infoPreview = strings.TrimSpace(infoPreview)
|
||||
if infoPreview == "" {
|
||||
return ""
|
||||
}
|
||||
payload := make(map[string]any)
|
||||
if err := json.Unmarshal([]byte(infoPreview), &payload); err != nil {
|
||||
return ""
|
||||
}
|
||||
if message, ok := payload["message"].(string); ok {
|
||||
return strings.TrimSpace(message)
|
||||
}
|
||||
return ""
|
||||
}
|
||||
|
||||
func firstInterruptID(summary *Summary) string {
|
||||
if summary == nil || len(summary.Interrupts) == 0 {
|
||||
return ""
|
||||
}
|
||||
return strings.TrimSpace(summary.Interrupts[0].ID)
|
||||
}
|
||||
|
||||
func firstInterruptType(summary *Summary) string {
|
||||
if summary == nil || len(summary.Interrupts) == 0 {
|
||||
return ""
|
||||
}
|
||||
return strings.TrimSpace(summary.Interrupts[0].Type)
|
||||
}
|
||||
|
||||
func firstInvokedToolCode(summary *Summary) string {
|
||||
if summary == nil {
|
||||
return ""
|
||||
}
|
||||
if len(summary.InvokedToolCodes) > 0 {
|
||||
return strings.TrimSpace(summary.InvokedToolCodes[0])
|
||||
}
|
||||
return ""
|
||||
}
|
||||
|
||||
func isCancellationReply(replyText string) bool {
|
||||
replyText = strings.TrimSpace(replyText)
|
||||
return strings.Contains(replyText, "已取消本次工单创建")
|
||||
}
|
||||
|
||||
func isCheckpointMissingError(err error) bool {
|
||||
if err == nil {
|
||||
return false
|
||||
}
|
||||
message := strings.ToLower(strings.TrimSpace(err.Error()))
|
||||
return strings.Contains(message, "failed to load from checkpoint") && strings.Contains(message, "not exist")
|
||||
}
|
||||
|
||||
func (s *aiReplyService) handoffConversation(conversation models.Conversation, aiAgent models.AIAgent, reason string) error {
|
||||
now := time.Now()
|
||||
if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
|
||||
if err := repositories.ConversationRepository.Updates(ctx.Tx, conversation.ID, 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 svc.ConversationEventLogService.CreateEvent(ctx, conversation.ID, enums.IMEventTypeTransfer, enums.IMSenderTypeAI, aiAgent.ID, "AI转人工", strings.TrimSpace(reason))
|
||||
}); err != nil {
|
||||
return err
|
||||
}
|
||||
if _, err := svc.MessageService.SendAIMessage(conversation.ID, aiAgent.ID, fmt.Sprintf("ai_handoff_%d", conversation.LastMessageID), enums.IMMessageTypeText, "已为你转接人工客服，请稍候。", "", s.buildAIPrincipal(aiAgent)); err != nil {
|
||||
return err
|
||||
}
|
||||
if _, err := svc.ConversationDispatchService.DispatchConversation(conversation.ID); err != nil {
|
||||
slog.Warn("auto dispatch conversation after ai handoff failed",
|
||||
"conversation_id", conversation.ID,
|
||||
"ai_agent_id", aiAgent.ID,
|
||||
"error", err)
|
||||
}
|
||||
return nil
|
||||
}
|
||||
|
||||
func (s *aiReplyService) buildAIPrincipal(aiAgent models.AIAgent) *dto.AuthPrincipal {
|
||||
username := "AI"
|
||||
if strings.TrimSpace(aiAgent.Name) != "" {
|
||||
username = aiAgent.Name
|
||||
}
|
||||
return &dto.AuthPrincipal{
|
||||
UserID: 0,
|
||||
Username: username,
|
||||
Nickname: username,
|
||||
}
|
||||
}
|
||||
Reference in New Issue
Block a user