mlogclub
818 lines
30 KiB
Go
818 lines
30 KiB
Go
package services
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import (
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"context"
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"crypto/md5"
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"encoding/hex"
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"encoding/json"
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"fmt"
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"log/slog"
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"cs-agent/internal/events"
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"cs-agent/internal/models"
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"cs-agent/internal/pkg/constants"
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"cs-agent/internal/pkg/dto"
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"cs-agent/internal/pkg/dto/request"
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"cs-agent/internal/pkg/enums"
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"cs-agent/internal/pkg/errorsx"
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"cs-agent/internal/pkg/eventbus"
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"cs-agent/internal/pkg/openidentity"
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"cs-agent/internal/pkg/utils"
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"cs-agent/internal/repositories"
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"slices"
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"strings"
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"time"
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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 ConversationService = newConversationService()
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func newConversationService() *conversationService {
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return &conversationService{}
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}
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type conversationService struct {
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}
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func (s *conversationService) Get(id int64) *models.Conversation {
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if id <= 0 {
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return nil
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}
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return repositories.ConversationRepository.Get(sqls.DB(), id)
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}
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func (s *conversationService) Find(cnd *sqls.Cnd) []models.Conversation {
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return repositories.ConversationRepository.Find(sqls.DB(), cnd)
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}
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func (s *conversationService) FindOne(cnd *sqls.Cnd) *models.Conversation {
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return repositories.ConversationRepository.FindOne(sqls.DB(), cnd)
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}
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func (s *conversationService) FindPageByCnd(cnd *sqls.Cnd) (list []models.Conversation, paging *sqls.Paging) {
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return repositories.ConversationRepository.FindPageByCnd(sqls.DB(), cnd)
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}
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func (s *conversationService) ListConversations(userID int64, filter request.AgentConversationFilter, keyword string, paging *sqls.Paging) ([]models.Conversation, *sqls.Paging, error) {
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cnd := sqls.NewCnd().Page(paging.Page, paging.Limit)
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if strs.IsNotBlank(keyword) {
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keyword = strings.TrimSpace(keyword)
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cnd.Where("subject LIKE ? OR external_id LIKE ? OR last_message_summary LIKE ?", "%"+keyword+"%", "%"+keyword+"%", "%"+keyword+"%")
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}
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switch filter {
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case request.AgentConversationFilterAIServing:
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cnd.Eq("current_assignee_id", 0).Eq("status", enums.IMConversationStatusAIServing).Desc("last_active_at").Desc("id")
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case request.AgentConversationFilterMine:
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cnd.Eq("current_assignee_id", userID).Desc("last_active_at").Desc("id")
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case request.AgentConversationFilterActive:
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cnd.Eq("current_assignee_id", userID).Eq("status", enums.IMConversationStatusActive).Desc("last_active_at").Desc("id")
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case request.AgentConversationFilterPending:
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cnd.Eq("current_assignee_id", 0).Eq("status", enums.IMConversationStatusPending).Asc("last_active_at").Desc("id")
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case request.AgentConversationFilterClosed:
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cnd.Eq("current_assignee_id", userID).Eq("status", enums.IMConversationStatusClosed).Desc("last_active_at").Desc("id")
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default:
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return nil, nil, errorsx.InvalidParam("会话筛选项不合法")
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}
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list, paging := repositories.ConversationRepository.FindPageByCnd(sqls.DB(), cnd)
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return list, paging, nil
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}
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func (s *conversationService) Updates(id int64, columns map[string]interface{}) error {
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return repositories.ConversationRepository.Updates(sqls.DB(), id, columns)
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}
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func (s *conversationService) getLatestNotFinished(externalInfo openidentity.ExternalInfo) *models.Conversation {
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cnd := sqls.NewCnd()
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cnd.Eq("external_id", externalInfo.ExternalID)
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cnd.Eq("external_source", externalInfo.ExternalSource)
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cnd.In("status", []enums.IMConversationStatus{
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enums.IMConversationStatusAIServing,
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enums.IMConversationStatusPending,
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enums.IMConversationStatusActive,
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})
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cnd.Desc("id")
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return s.FindOne(cnd)
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}
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func (s *conversationService) Create(externalInfo openidentity.ExternalInfo, aiAgentID int64) (*models.Conversation, error) {
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subject := s.buildDefaultSubject(externalInfo)
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// 会话存在，直接返回
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if conversation := s.getLatestNotFinished(externalInfo); conversation != nil {
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return conversation, nil
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}
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aiAgent := AIAgentService.Get(aiAgentID)
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if aiAgent == nil || aiAgent.Status != enums.StatusOk {
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return nil, errorsx.InvalidParam("AI Agent not found")
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}
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conversation := &models.Conversation{
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AIAgentID: aiAgentID,
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ExternalSource: externalInfo.ExternalSource,
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Subject: subject,
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Status: s.resolveInitialStatus(aiAgent.ServiceMode),
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ServiceMode: aiAgent.ServiceMode,
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Priority: 0,
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ExternalID: externalInfo.ExternalID,
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CurrentAssigneeID: 0,
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CurrentTeamID: 0,
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LastMessageAt: time.Now(),
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LastActiveAt: time.Now(),
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AuditFields: utils.BuildAuditFields(nil),
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}
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if identity := repositories.CustomerIdentityRepository.GetBy(sqls.DB(), externalInfo.ExternalSource, externalInfo.ExternalID); identity != nil {
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conversation.CustomerID = identity.CustomerID
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}
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if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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if err := ctx.Tx.Create(conversation).Error; err != nil {
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return err
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}
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if err := ConversationParticipantService.CreateCustomerParticipant(ctx, conversation.ID, externalInfo); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversation.ID, enums.IMEventTypeCreate, enums.IMSenderTypeCustomer, 0, "用户创建会话", "")
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}); err != nil {
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return nil, err
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}
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// 推送会话创建事件
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WsService.PublishConversationChanged(conversation, enums.IMRealtimeEventConversationCreated)
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// AI Agent仅人工模式，且有值班客服，尝试自动分配会话
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if conversation.Status == enums.IMConversationStatusPending &&
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aiAgent.ServiceMode == enums.IMConversationServiceModeHumanOnly &&
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len(utils.SplitInt64s(aiAgent.TeamIDs)) > 0 {
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if dispatched, err := ConversationDispatchService.DispatchPendingConversation(conversation, aiAgent); err != nil {
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return nil, err
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} else if dispatched != nil {
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return dispatched, nil
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}
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}
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return s.Get(conversation.ID), nil
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}
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func (s *conversationService) AssignConversation(req request.AssignConversationRequest, operator *dto.AuthPrincipal) error {
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if operator == nil {
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return errorsx.Unauthorized("未登录或登录已过期")
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}
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targetProfile := AgentProfileService.GetByUserID(req.AssigneeID)
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if targetProfile == nil || targetProfile.Status != enums.StatusOk {
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return errorsx.InvalidParam("目标客服不存在")
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}
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var assignedEvent events.ConversationAssignedEvent
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if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, req.ConversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if conversation.Status != enums.IMConversationStatusPending {
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return errorsx.InvalidParam("只有待接入会话允许分配")
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}
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now := time.Now()
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if err := ConversationAssignmentService.FinishActiveAssignments(ctx, req.ConversationID, now); err != nil {
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return err
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}
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if err := ConversationAssignmentService.CreateAssignment(ctx, req.ConversationID, conversation.CurrentAssigneeID, req.AssigneeID, enums.IMAssignmentTypeAssign, req.Reason, operator, now); err != nil {
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return err
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, req.ConversationID, map[string]any{
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"current_assignee_id": req.AssigneeID,
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"status": enums.IMConversationStatusActive,
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"update_user_id": operator.UserID,
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"update_user_name": operator.Username,
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"updated_at": now,
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}); err != nil {
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return err
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}
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if err := ConversationEventLogService.CreateEvent(ctx, req.ConversationID, enums.IMEventTypeAssign, enums.IMSenderTypeAgent, operator.UserID, "会话已分配", s.buildEventPayload(map[string]any{
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"fromStatus": conversation.Status,
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"toStatus": enums.IMConversationStatusActive,
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"fromAssigneeId": conversation.CurrentAssigneeID,
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"toAssigneeId": req.AssigneeID,
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"reason": strings.TrimSpace(req.Reason),
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})); err != nil {
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return err
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}
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assignedEvent = events.ConversationAssignedEvent{
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ConversationID: req.ConversationID,
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FromUserID: conversation.CurrentAssigneeID,
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ToUserID: req.AssigneeID,
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OperatorID: operator.UserID,
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Reason: strings.TrimSpace(req.Reason),
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AssignType: events.ConversationAssignTypeAssign,
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}
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return nil
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}); err != nil {
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return err
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}
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if conversation := s.Get(req.ConversationID); conversation != nil {
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WsService.PublishConversationChanged(conversation, enums.IMRealtimeEventConversationAssigned)
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}
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eventbus.PublishAsync(context.Background(), assignedEvent)
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return nil
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}
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func (s *conversationService) AutoAssignConversation(conversationID int64, operator *dto.AuthPrincipal) error {
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if operator == nil {
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return errorsx.Unauthorized("未登录或登录已过期")
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}
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conversation := s.Get(conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if conversation.Status != enums.IMConversationStatusPending {
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return errorsx.InvalidParam("只有待接入会话允许自动分配")
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}
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if conversation.CurrentAssigneeID > 0 {
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return errorsx.InvalidParam("当前会话已分配客服")
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}
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dispatched, err := ConversationDispatchService.DispatchConversation(conversationID)
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if err != nil {
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return err
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}
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if dispatched == nil {
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return errorsx.InvalidParam("当前暂无可自动分配的值班客服")
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}
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return nil
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}
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func (s *conversationService) TransferConversation(conversationID, toUserID int64, reason string, operator *dto.AuthPrincipal) error {
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if operator == nil {
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return errorsx.Unauthorized("未登录或登录已过期")
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}
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if toUserID <= 0 {
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return errorsx.InvalidParam("目标客服不能为空")
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}
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targetProfile := AgentProfileService.GetByUserID(toUserID)
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if targetProfile == nil || targetProfile.Status != enums.StatusOk {
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return errorsx.InvalidParam("目标客服不存在")
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}
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var assignedEvent events.ConversationAssignedEvent
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if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if !s.canTransferConversation(conversation, operator) {
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return errorsx.Forbidden("无权转接该会话")
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}
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if conversation.Status != enums.IMConversationStatusActive {
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return errorsx.InvalidParam("只有处理中会话允许转接")
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}
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if conversation.CurrentAssigneeID <= 0 {
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return errorsx.InvalidParam("当前会话未分配客服")
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}
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if conversation.CurrentAssigneeID == toUserID {
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return errorsx.InvalidParam("目标客服不能与当前指派人相同")
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}
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now := time.Now()
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if err := ConversationAssignmentService.FinishActiveAssignments(ctx, conversationID, now); err != nil {
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return err
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}
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if err := ConversationAssignmentService.CreateAssignment(ctx, conversationID, conversation.CurrentAssigneeID, toUserID, enums.IMAssignmentTypeTransfer, reason, operator, now); err != nil {
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return err
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"current_assignee_id": toUserID,
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"status": enums.IMConversationStatusActive,
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"update_user_id": operator.UserID,
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"update_user_name": operator.Username,
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"updated_at": now,
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}); err != nil {
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return err
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}
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if err := ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeAgent, operator.UserID, "会话已转接", s.buildEventPayload(map[string]any{
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"fromStatus": conversation.Status,
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"toStatus": enums.IMConversationStatusActive,
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"fromAssigneeId": conversation.CurrentAssigneeID,
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"toAssigneeId": toUserID,
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"reason": strings.TrimSpace(reason),
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})); err != nil {
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return err
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}
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assignedEvent = events.ConversationAssignedEvent{
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ConversationID: conversationID,
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FromUserID: conversation.CurrentAssigneeID,
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ToUserID: toUserID,
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OperatorID: operator.UserID,
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Reason: strings.TrimSpace(reason),
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AssignType: events.ConversationAssignTypeTransfer,
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}
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return nil
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}); err != nil {
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return err
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}
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if conversation := s.Get(conversationID); conversation != nil {
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WsService.PublishConversationChanged(conversation, enums.IMRealtimeEventConversationTransferred)
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}
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eventbus.PublishAsync(context.Background(), assignedEvent)
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return nil
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}
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func (s *conversationService) HandoffByAI(conversationID int64, aiAgent models.AIAgent, reason string) error {
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if conversationID <= 0 {
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return errorsx.InvalidParam("会话不存在")
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}
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now := time.Now()
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if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"handoff_at": now,
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"handoff_reason": strings.TrimSpace(reason),
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"status": enums.IMConversationStatusPending,
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"current_team_id": 0,
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"current_assignee_id": 0,
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"update_user_id": 0,
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"update_user_name": aiAgent.Name,
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"updated_at": now,
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}); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeTransfer, enums.IMSenderTypeAI, aiAgent.ID, "AI转人工", strings.TrimSpace(reason))
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}); err != nil {
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return err
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}
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if _, err := ConversationDispatchService.DispatchConversation(conversationID); err != nil {
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slog.Warn("auto dispatch conversation after ai handoff failed",
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"conversation_id", conversationID,
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"ai_agent_id", aiAgent.ID,
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"error", err)
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}
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return nil
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}
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func (s *conversationService) CloseConversation(conversationID int64, closeReason string, operator *dto.AuthPrincipal) error {
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if operator == nil {
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return errorsx.Unauthorized("未登录或登录已过期")
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}
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return s.closeConversation(conversationID, enums.IMSenderTypeAgent, closeReason, operator)
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}
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func (s *conversationService) CloseCustomerConversation(conversationID int64, externalInfo openidentity.ExternalInfo) error {
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conversation := s.Get(conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if !s.IsCustomerConversationOwner(conversation, externalInfo) {
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return errorsx.Forbidden("无权访问该会话")
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}
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return s.closeConversation(conversationID, enums.IMSenderTypeCustomer, "", nil)
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}
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func (s *conversationService) closeConversation(conversationID int64, senderType enums.IMSenderType, closeReason string, operator *dto.AuthPrincipal) error {
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if err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
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conversation := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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if conversation.Status == enums.IMConversationStatusClosed {
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return nil
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}
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if conversation.Status != enums.IMConversationStatusAIServing &&
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conversation.Status != enums.IMConversationStatusPending &&
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conversation.Status != enums.IMConversationStatusActive {
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return errorsx.InvalidParam("当前状态不允许关闭会话")
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}
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var (
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now = time.Now()
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eventDesc = "会话已关闭"
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operatorID int64
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operatorName string
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)
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closeReason = strings.TrimSpace(closeReason)
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if senderType == enums.IMSenderTypeCustomer {
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eventDesc = "客户关闭会话"
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} else {
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if operator == nil {
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return errorsx.InvalidParam("无权限操作")
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}
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if closeReason == "" {
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return errorsx.InvalidParam("关闭原因不能为空")
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}
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if !s.canCloseConversation(conversation, operator) {
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return errorsx.Forbidden("无权关闭该会话")
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}
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operatorID = operator.UserID
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operatorName = operator.Nickname
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}
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if err := ConversationAssignmentService.FinishActiveAssignments(ctx, conversationID, now); err != nil {
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return err
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}
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if err := repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
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"status": enums.IMConversationStatusClosed,
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"closed_at": now,
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"closed_by": operatorID,
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"close_reason": closeReason,
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"update_user_id": operatorID,
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"update_user_name": operatorName,
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"updated_at": now,
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}); err != nil {
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return err
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}
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return ConversationEventLogService.CreateEvent(ctx, conversationID, enums.IMEventTypeClose, senderType, operatorID, eventDesc, s.buildEventPayload(map[string]any{
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"fromStatus": conversation.Status,
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"toStatus": enums.IMConversationStatusClosed,
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"fromAssigneeId": conversation.CurrentAssigneeID,
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"toAssigneeId": conversation.CurrentAssigneeID,
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"closeReason": closeReason,
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}))
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}); err != nil {
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return err
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}
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if conversation := s.Get(conversationID); conversation != nil {
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WsService.PublishConversationChanged(conversation, enums.IMRealtimeEventConversationClosed)
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}
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return nil
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}
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// MarkAgentConversationReadToMessage 控制台客服将会话已读推进到指定消息。
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func (s *conversationService) MarkAgentConversationReadToMessage(conversationID, messageID int64, operator *dto.AuthPrincipal) error {
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if operator == nil {
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return errorsx.Unauthorized("未登录或登录已过期")
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}
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conversation := s.Get(conversationID)
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if conversation == nil {
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return errorsx.InvalidParam("会话不存在")
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}
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changed, err := s.markConversationReadWithActor(conversation, messageID, agentConversationReadActor{operator: operator})
|
|
if err != nil {
|
|
return err
|
|
}
|
|
if changed {
|
|
if updated := s.Get(conversationID); updated != nil {
|
|
WsService.PublishConversationChanged(updated, enums.IMRealtimeEventConversationRead)
|
|
}
|
|
}
|
|
return nil
|
|
}
|
|
|
|
// MarkCustomerConversationReadToMessage IM 客户将会话已读推进到指定消息（需为会话归属外部身份）。
|
|
func (s *conversationService) MarkCustomerConversationReadToMessage(conversationID, messageID int64, external *openidentity.ExternalInfo) error {
|
|
if external == nil || strings.TrimSpace(external.ExternalID) == "" {
|
|
return errorsx.Unauthorized("外部用户标识不能为空")
|
|
}
|
|
conversation := s.Get(conversationID)
|
|
if conversation == nil {
|
|
return errorsx.InvalidParam("会话不存在")
|
|
}
|
|
if !s.IsCustomerConversationOwner(conversation, *external) {
|
|
return errorsx.Forbidden("无权访问该会话")
|
|
}
|
|
changed, err := s.markConversationReadWithActor(conversation, messageID, customerConversationReadActor{external: external})
|
|
if err != nil {
|
|
return err
|
|
}
|
|
if changed {
|
|
if updated := s.Get(conversationID); updated != nil {
|
|
WsService.PublishConversationChanged(updated, enums.IMRealtimeEventConversationRead)
|
|
}
|
|
}
|
|
return nil
|
|
}
|
|
|
|
func displayExternalName(ext *openidentity.ExternalInfo) string {
|
|
if ext == nil {
|
|
return ""
|
|
}
|
|
if n := strings.TrimSpace(ext.ExternalName); n != "" {
|
|
return n
|
|
}
|
|
return strings.TrimSpace(ext.ExternalID)
|
|
}
|
|
|
|
// conversationReadActor 抽象「读者身份」，供 markConversationReadWithActor 共用（包内私有）。
|
|
type conversationReadActor interface {
|
|
isAgentSide() bool
|
|
getReadState(conversationID int64) *models.ConversationReadState
|
|
markReadTx(ctx *sqls.TxContext, conversation *models.Conversation, targetMessage *models.Message, now time.Time) error
|
|
conversationUpdateAudit() (userID int64, userName string)
|
|
}
|
|
|
|
type agentConversationReadActor struct {
|
|
operator *dto.AuthPrincipal
|
|
}
|
|
|
|
func (a agentConversationReadActor) isAgentSide() bool { return true }
|
|
|
|
func (a agentConversationReadActor) getReadState(conversationID int64) *models.ConversationReadState {
|
|
return ConversationReadStateService.GetByAgentReader(conversationID, a.operator)
|
|
}
|
|
|
|
func (a agentConversationReadActor) markReadTx(ctx *sqls.TxContext, conversation *models.Conversation, targetMessage *models.Message, now time.Time) error {
|
|
_, err := ConversationReadStateService.MarkAgentRead(ctx, conversation, a.operator, targetMessage, now)
|
|
return err
|
|
}
|
|
|
|
func (a agentConversationReadActor) conversationUpdateAudit() (int64, string) {
|
|
if a.operator == nil {
|
|
return 0, ""
|
|
}
|
|
return a.operator.UserID, a.operator.Username
|
|
}
|
|
|
|
type customerConversationReadActor struct {
|
|
external *openidentity.ExternalInfo
|
|
}
|
|
|
|
func (a customerConversationReadActor) isAgentSide() bool { return false }
|
|
|
|
func (a customerConversationReadActor) getReadState(conversationID int64) *models.ConversationReadState {
|
|
return ConversationReadStateService.GetByCustomerReader(conversationID, a.external)
|
|
}
|
|
|
|
func (a customerConversationReadActor) markReadTx(ctx *sqls.TxContext, conversation *models.Conversation, targetMessage *models.Message, now time.Time) error {
|
|
_, err := ConversationReadStateService.MarkCustomerRead(ctx, conversation, a.external, targetMessage, now)
|
|
return err
|
|
}
|
|
|
|
func (a customerConversationReadActor) conversationUpdateAudit() (int64, string) {
|
|
return 0, displayExternalName(a.external)
|
|
}
|
|
|
|
func (s *conversationService) markConversationReadWithActor(conversation *models.Conversation, messageID int64, actor conversationReadActor) (bool, error) {
|
|
if conversation == nil {
|
|
return false, errorsx.InvalidParam("会话不存在")
|
|
}
|
|
targetMessage, err := MessageService.GetConversationReadTarget(conversation.ID, messageID)
|
|
if err != nil {
|
|
return false, err
|
|
}
|
|
if targetMessage == nil {
|
|
if actor.isAgentSide() && conversation.AgentUnreadCount == 0 {
|
|
return false, nil
|
|
}
|
|
if !actor.isAgentSide() && conversation.CustomerUnreadCount == 0 {
|
|
return false, nil
|
|
}
|
|
now := time.Now()
|
|
updateUserID, updateUserName := actor.conversationUpdateAudit()
|
|
updates := map[string]any{
|
|
"update_user_id": updateUserID,
|
|
"update_user_name": updateUserName,
|
|
"updated_at": now,
|
|
}
|
|
if actor.isAgentSide() {
|
|
updates["agent_unread_count"] = 0
|
|
} else {
|
|
updates["customer_unread_count"] = 0
|
|
}
|
|
return true, s.Updates(conversation.ID, updates)
|
|
}
|
|
|
|
currentReadState := actor.getReadState(conversation.ID)
|
|
if currentReadState != nil && currentReadState.LastReadSeqNo >= targetMessage.SeqNo {
|
|
if actor.isAgentSide() && conversation.AgentUnreadCount == 0 {
|
|
return false, nil
|
|
}
|
|
if !actor.isAgentSide() && conversation.CustomerUnreadCount == 0 {
|
|
return false, nil
|
|
}
|
|
}
|
|
|
|
err = sqls.WithTransaction(func(ctx *sqls.TxContext) error {
|
|
currentConversation := repositories.ConversationRepository.Get(ctx.Tx, conversation.ID)
|
|
if currentConversation == nil {
|
|
return errorsx.InvalidParam("会话不存在")
|
|
}
|
|
now := time.Now()
|
|
if err := actor.markReadTx(ctx, currentConversation, targetMessage, now); err != nil {
|
|
return err
|
|
}
|
|
agentReadState, customerReadState := ConversationReadStateService.getConversationReadStates(ctx.Tx, currentConversation.ID)
|
|
agentUnreadCount, err := s.countUnreadByState(ctx, currentConversation.ID, agentReadState, enums.IMSenderTypeCustomer)
|
|
if err != nil {
|
|
return err
|
|
}
|
|
customerUnreadCount, err := s.countUnreadByState(ctx, currentConversation.ID, customerReadState, enums.IMSenderTypeAgent, enums.IMSenderTypeAI)
|
|
if err != nil {
|
|
return err
|
|
}
|
|
if actor.isAgentSide() && currentConversation.AgentUnreadCount == agentUnreadCount && currentReadState != nil && currentReadState.LastReadSeqNo >= targetMessage.SeqNo {
|
|
return nil
|
|
}
|
|
if !actor.isAgentSide() && currentConversation.CustomerUnreadCount == customerUnreadCount && currentReadState != nil && currentReadState.LastReadSeqNo >= targetMessage.SeqNo {
|
|
return nil
|
|
}
|
|
updateUserID, updateUserName := actor.conversationUpdateAudit()
|
|
return repositories.ConversationRepository.Updates(ctx.Tx, currentConversation.ID, map[string]any{
|
|
"agent_unread_count": agentUnreadCount,
|
|
"customer_unread_count": customerUnreadCount,
|
|
"update_user_id": updateUserID,
|
|
"update_user_name": updateUserName,
|
|
"updated_at": now,
|
|
})
|
|
})
|
|
if err != nil {
|
|
return false, err
|
|
}
|
|
return true, nil
|
|
}
|
|
|
|
func (s *conversationService) countUnreadByState(ctx *sqls.TxContext, conversationID int64, state *models.ConversationReadState, senderTypes ...enums.IMSenderType) (int, error) {
|
|
lastReadSeqNo := int64(0)
|
|
if state != nil {
|
|
lastReadSeqNo = state.LastReadSeqNo
|
|
}
|
|
normalizedSenderTypes := make([]enums.IMSenderType, 0, len(senderTypes))
|
|
for _, senderType := range senderTypes {
|
|
normalizedSenderTypes = append(normalizedSenderTypes, senderType)
|
|
}
|
|
count, err := ConversationReadStateService.CountUnreadMessages(ctx, conversationID, lastReadSeqNo, normalizedSenderTypes...)
|
|
return int(count), err
|
|
}
|
|
|
|
func (s *conversationService) IsCustomerConversationOwner(conversation *models.Conversation, externalInfo openidentity.ExternalInfo) bool {
|
|
if conversation == nil {
|
|
return false
|
|
}
|
|
extID := strings.TrimSpace(externalInfo.ExternalID)
|
|
if extID == "" || strings.TrimSpace(conversation.ExternalID) == "" {
|
|
return false
|
|
}
|
|
if conversation.ExternalID != extID {
|
|
return false
|
|
}
|
|
reqSrc := strings.TrimSpace(string(externalInfo.ExternalSource))
|
|
convSrc := strings.TrimSpace(string(conversation.ExternalSource))
|
|
if convSrc != "" {
|
|
if reqSrc == "" || reqSrc != convSrc {
|
|
return false
|
|
}
|
|
}
|
|
return true
|
|
}
|
|
|
|
func (s *conversationService) BuildConversationSummary(conversation *models.Conversation) string {
|
|
if conversation == nil {
|
|
return ""
|
|
}
|
|
if strings.TrimSpace(conversation.LastMessageSummary) != "" {
|
|
return conversation.LastMessageSummary
|
|
}
|
|
return strings.TrimSpace(conversation.Subject)
|
|
}
|
|
|
|
func (s *conversationService) canCloseConversation(conversation *models.Conversation, operator *dto.AuthPrincipal) bool {
|
|
if conversation == nil || operator == nil {
|
|
return false
|
|
}
|
|
if s.isAdmin(operator) {
|
|
return true
|
|
}
|
|
return conversation.Status == enums.IMConversationStatusActive && conversation.CurrentAssigneeID > 0 && conversation.CurrentAssigneeID == operator.UserID
|
|
}
|
|
|
|
func (s *conversationService) canTransferConversation(conversation *models.Conversation, operator *dto.AuthPrincipal) bool {
|
|
if conversation == nil || operator == nil {
|
|
return false
|
|
}
|
|
if s.isAdmin(operator) {
|
|
return true
|
|
}
|
|
return conversation.Status == enums.IMConversationStatusActive &&
|
|
conversation.CurrentAssigneeID > 0 &&
|
|
conversation.CurrentAssigneeID == operator.UserID
|
|
}
|
|
|
|
func (s *conversationService) isAdmin(operator *dto.AuthPrincipal) bool {
|
|
if operator == nil {
|
|
return false
|
|
}
|
|
return slices.Contains(operator.Roles, constants.RoleCodeSuperAdmin) || slices.Contains(operator.Roles, constants.RoleCodeAdmin)
|
|
}
|
|
|
|
func (s *conversationService) buildEventPayload(payload map[string]any) string {
|
|
if len(payload) == 0 {
|
|
return ""
|
|
}
|
|
data, err := json.Marshal(payload)
|
|
if err != nil {
|
|
return ""
|
|
}
|
|
return string(data)
|
|
}
|
|
|
|
// LinkConversationCustomer 将会话绑定到指定客户；若会话带外部访客标识则维护 CustomerIdentity（与创建会话时逻辑一致）。
|
|
func (s *conversationService) LinkConversationCustomer(conversationID, customerID int64, operator *dto.AuthPrincipal) error {
|
|
if operator == nil {
|
|
return errorsx.Unauthorized("未登录或登录已过期")
|
|
}
|
|
if conversationID <= 0 || customerID <= 0 {
|
|
return errorsx.InvalidParam("参数不合法")
|
|
}
|
|
cust := CustomerService.Get(customerID)
|
|
if cust == nil || cust.Status == enums.StatusDeleted {
|
|
return errorsx.InvalidParam("客户不存在")
|
|
}
|
|
conv := s.Get(conversationID)
|
|
if conv == nil {
|
|
return errorsx.InvalidParam("会话不存在")
|
|
}
|
|
if conv.Status == enums.IMConversationStatusClosed {
|
|
return errorsx.InvalidParam("已关闭的会话无法关联客户")
|
|
}
|
|
if !s.canLinkConversationCustomer(conv, operator) {
|
|
return errorsx.Forbidden("无权限关联该会话")
|
|
}
|
|
|
|
extID := strings.TrimSpace(conv.ExternalID)
|
|
extSrc := strings.TrimSpace(string(conv.ExternalSource))
|
|
|
|
err := sqls.WithTransaction(func(ctx *sqls.TxContext) error {
|
|
current := repositories.ConversationRepository.Get(ctx.Tx, conversationID)
|
|
if current == nil {
|
|
return errorsx.InvalidParam("会话不存在")
|
|
}
|
|
if extID != "" && extSrc != "" {
|
|
existing := repositories.CustomerIdentityRepository.GetBy(ctx.Tx, enums.ExternalSource(extSrc), extID)
|
|
if existing != nil {
|
|
if existing.CustomerID != customerID {
|
|
return errorsx.BusinessError(1, "该访客身份已绑定其他客户，无法关联到当前选择")
|
|
}
|
|
} else {
|
|
idRow := &models.CustomerIdentity{
|
|
CustomerID: customerID,
|
|
ExternalSource: enums.ExternalSource(extSrc),
|
|
ExternalID: extID,
|
|
Status: enums.StatusOk,
|
|
AuditFields: utils.BuildAuditFields(operator),
|
|
}
|
|
if err := repositories.CustomerIdentityRepository.Create(ctx.Tx, idRow); err != nil {
|
|
return err
|
|
}
|
|
}
|
|
}
|
|
now := time.Now()
|
|
return repositories.ConversationRepository.Updates(ctx.Tx, conversationID, map[string]any{
|
|
"customer_id": customerID,
|
|
"update_user_id": operator.UserID,
|
|
"update_user_name": operator.Username,
|
|
"updated_at": now,
|
|
})
|
|
})
|
|
if err != nil {
|
|
return err
|
|
}
|
|
if updated := s.Get(conversationID); updated != nil {
|
|
WsService.PublishConversationChanged(updated, enums.IMRealtimeEventConversationUpdated)
|
|
}
|
|
return nil
|
|
}
|
|
|
|
func (s *conversationService) canLinkConversationCustomer(conv *models.Conversation, operator *dto.AuthPrincipal) bool {
|
|
if conv == nil || operator == nil {
|
|
return false
|
|
}
|
|
if s.isAdmin(operator) {
|
|
return true
|
|
}
|
|
switch conv.Status {
|
|
case enums.IMConversationStatusAIServing:
|
|
return true
|
|
case enums.IMConversationStatusPending:
|
|
return true
|
|
case enums.IMConversationStatusActive:
|
|
return conv.CurrentAssigneeID == 0 || conv.CurrentAssigneeID == operator.UserID
|
|
default:
|
|
return false
|
|
}
|
|
}
|
|
|
|
func (s *conversationService) buildDefaultSubject(externalInfo openidentity.ExternalInfo) string {
|
|
if strs.IsNotBlank(externalInfo.ExternalName) {
|
|
return externalInfo.ExternalName
|
|
}
|
|
return fmt.Sprintf("访客%s", hashUUID(externalInfo.ExternalID))
|
|
}
|
|
|
|
func hashUUID(uuid string) string {
|
|
if uuid == "" {
|
|
return "unknown"
|
|
}
|
|
|
|
h := md5.Sum([]byte(uuid))
|
|
return hex.EncodeToString(h[:])[:8]
|
|
}
|
|
|
|
func (s *conversationService) resolveInitialStatus(serviceMode enums.IMConversationServiceMode) enums.IMConversationStatus {
|
|
switch serviceMode {
|
|
case enums.IMConversationServiceModeHumanOnly:
|
|
return enums.IMConversationStatusPending
|
|
case enums.IMConversationServiceModeAIOnly, enums.IMConversationServiceModeAIFirst:
|
|
return enums.IMConversationStatusAIServing
|
|
default:
|
|
return enums.IMConversationStatusAIServing
|
|
}
|
|
}
|