fix: retry stalled transfers on follow-up messages

core/orchestrator.py

@@ -3,6 +3,7 @@ import asyncio
 import re
 import time
 import json
+from datetime import datetime
 from typing import Optional, List, Any, Dict
 from collections import deque
 from core.schema import StandardMessage, StandardResponse
@@ -26,6 +27,8 @@ TRANSFER_COOLDOWN_SEC = 120       # 转接冷却时间（秒）—— 转接后2
 DEBOUNCE_SECONDS = 2.0            # 消息防抖延迟（秒）
 PENDING_TRANSFER_POLL_SECONDS = 30
 PENDING_TRANSFER_RETRY_SECONDS = 60
+TRANSFER_RETRY_WINDOW_SEC = 300
+TRANSFER_RETRY_GAP_SEC = 45
 
 # 转接后安抚话术池（轮换使用，避免复读）
 _TRANSFER_CALM_REPLIES = [
@@ -46,6 +49,8 @@ _OUTBOUND_BLOCK_MARKERS = (
     '[{"name":',
 )
 
+_TRANSFER_COMMAND_MARKER = "[转移会话]"
+
 # 历史记录格式检测模式（AI 转述历史时容易泄露）
 _HISTORY_LEAK_PATTERNS = [
     r'\[\d{4}-\d{2}-\d{2}[^\]]*\]\s*(客户|客服)[：:]',  # [2026-03-07 12:00:00] 客户：
@@ -80,6 +85,7 @@ class SystemOrchestrator:
         self._pending_messages: Dict[str, List[StandardMessage]] = {}
         self._user_locks: Dict[str, asyncio.Lock] = {}
         self._pending_transfer_task: Optional[asyncio.Task] = None
+        self._last_retry_transfer_time: Dict[str, float] = {}
 
         bus.subscribe("MESSAGE_OUTBOUND", self.handle_outbound_event)
 
@@ -107,6 +113,99 @@ class SystemOrchestrator:
             self._pending_transfer_task = asyncio.create_task(self._process_pending_transfers_loop())
             logger.info("[Orchestrator] 待转接轮询任务已启动")
 
+    @staticmethod
+    def _parse_history_ts(ts: Any) -> Optional[datetime]:
+        text = str(ts or "").strip()
+        if not text:
+            return None
+        for fmt in ("%Y-%m-%d %H:%M:%S", "%Y-%m-%d %H:%M:%S.%f"):
+            try:
+                return datetime.strptime(text, fmt)
+            except ValueError:
+                continue
+        return None
+
+    def _find_stalled_transfer(self, history: List[dict]) -> Optional[dict]:
+        if not history:
+            return None
+
+        last_transfer_idx = -1
+        for idx in range(len(history) - 1, -1, -1):
+            item = history[idx]
+            if item.get("role") == "assistant" and _TRANSFER_COMMAND_MARKER in str(item.get("content") or ""):
+                last_transfer_idx = idx
+                break
+
+        if last_transfer_idx < 0:
+            return None
+
+        transfer_item = history[last_transfer_idx]
+        transfer_at = self._parse_history_ts(transfer_item.get("timestamp"))
+        if not transfer_at:
+            return None
+
+        elapsed = time.time() - transfer_at.timestamp()
+        if elapsed < 0 or elapsed > TRANSFER_RETRY_WINDOW_SEC:
+            return None
+
+        after_transfer = history[last_transfer_idx + 1:]
+        if not any(item.get("role") == "user" for item in after_transfer):
+            return None
+
+        for item in after_transfer:
+            if item.get("role") != "assistant":
+                continue
+            content = str(item.get("content") or "")
+            if _TRANSFER_COMMAND_MARKER not in content:
+                return None
+
+        return {
+            "timestamp": transfer_at,
+            "elapsed": elapsed,
+            "content": str(transfer_item.get("content") or ""),
+        }
+
+    async def _retry_stalled_transfer_if_needed(
+        self,
+        session_key: str,
+        user_id: str,
+        platform: str,
+        acc_id: str,
+        acc_type: str,
+        history: List[dict],
+    ) -> Optional[StandardResponse]:
+        stalled = self._find_stalled_transfer(history)
+        if not stalled:
+            return None
+
+        last_retry_at = self._last_retry_transfer_time.get(session_key, 0.0)
+        if time.time() - last_retry_at < TRANSFER_RETRY_GAP_SEC:
+            logger.info(
+                f"[Orchestrator] 转接补发冷却中，先不重复补转: user={user_id} acc={acc_id}"
+            )
+            return None
+
+        logger.info(
+            f"[Orchestrator] 检测到疑似转接未接上，准备补发转接: "
+            f"user={user_id} acc={acc_id} elapsed={stalled['elapsed']:.0f}s"
+        )
+        designer_name = await dispatch_service.assign_designer(user_id=user_id)
+        if not designer_name:
+            logger.info(f"[Orchestrator] 补发转接失败，当前仍无可用设计师: user={user_id} acc={acc_id}")
+            return None
+
+        self._last_retry_transfer_time[session_key] = time.time()
+        return StandardResponse(
+            reply_content=f"正在为您转接|[转移会话],{designer_name},无原因",
+            need_transfer=True,
+            metadata={
+                "acc_id": acc_id,
+                "acc_type": acc_type,
+                "transfer_prelude": "我再帮您转一下哈",
+                "retry_transfer": True,
+            },
+        )
+
     @staticmethod
     def _sanitize_outbound_text(text: str) -> str:
         if not text:
@@ -357,12 +456,28 @@ class SystemOrchestrator:
                 if all_image_urls:
                     asyncio.create_task(self._analyze_images_background(session_key, all_image_urls))
 
-                # C. 冷却检查：转接成功后冷却期内，直接回安抚话术，不调AI
+                history_start = time.time()
+                history = await repo.get_chat_history(user_id, limit=12, acc_id=acc_id)
+                history_elapsed = time.time() - history_start
+                logger.info(f"[计时] user={user_id} 查询历史: {history_elapsed:.2f}s (共{len(history)}条)")
+                ai_history = history[:-1] if history and history[-1].get("content") == db_content else history
+
+                # C. 短时间追问且疑似没真正接上人工：优先补发一次转接
+                std_res = await self._retry_stalled_transfer_if_needed(
+                    session_key=session_key,
+                    user_id=user_id,
+                    platform=platform,
+                    acc_id=acc_id,
+                    acc_type=acc_type,
+                    history=history,
+                )
+
+                # D. 冷却检查：转接成功后冷却期内，直接回安抚话术，不调AI
                 last_transfer = self._last_transfer_time.get(session_key, 0)
                 cooldown_elapsed = time.time() - last_transfer
                 is_in_cooldown = cooldown_elapsed < TRANSFER_COOLDOWN_SEC
 
-                if is_in_cooldown:
+                if std_res is None and is_in_cooldown:
                     idx = self._transfer_calm_idx.get(session_key, 0)
                     calm_reply = _TRANSFER_CALM_REPLIES[idx % len(_TRANSFER_CALM_REPLIES)]
                     self._transfer_calm_idx[session_key] = idx + 1
@@ -371,21 +486,16 @@ class SystemOrchestrator:
                         reply_content=calm_reply,
                         metadata={"acc_id": acc_id, "acc_type": acc_type}
                     )
-                else:
-                    # D. 正常流程：调用AI思考
-                    history_start = time.time()
-                    history = await repo.get_chat_history(user_id, limit=10, acc_id=acc_id)
-                    if history and history[-1].get('content') == db_content: history = history[:-1]
-                    history_elapsed = time.time() - history_start
-                    logger.info(f"[计时] user={user_id} 查询历史: {history_elapsed:.2f}s (共{len(history)}条)")
 
+                if std_res is None:
+                    # E. 正常流程：调用AI思考
                     ai_start = time.time()
-                    std_res = await self.brain.think_and_reply(final_msg, history=history)
+                    std_res = await self.brain.think_and_reply(final_msg, history=ai_history)
                     ai_elapsed = time.time() - ai_start
                     total_elapsed = time.time() - process_start
                     logger.info(f"[计时] user={user_id} AI思考: {ai_elapsed:.1f}s | 总耗时: {total_elapsed:.1f}s")
 
-                # E. 发送并记录时间
+                # F. 发送并记录时间
                 if std_res.should_reply:
                     std_res.reply_content = self._sanitize_outbound_text(std_res.reply_content)
                     meta = dict(std_res.metadata or {})
@@ -394,8 +504,9 @@ class SystemOrchestrator:
 
                     # 转接场景：先发一句安抚话，再发转接指令
                     if "[转移会话]" in std_res.reply_content:
+                        transfer_prelude = str(std_res.metadata.get("transfer_prelude") or "").strip()
                         greet = StandardResponse(
-                            reply_content="收到，我叫设计师来看下哈",
+                            reply_content=transfer_prelude or "收到，我叫设计师来看下哈",
                             metadata={"acc_id": acc_id, "acc_type": acc_type}
                         )
                         await self.qianniu_adapter.translate_outbound(greet, user_id)