feat: upgrade客服多店铺分流、批量报价与稳定性防护

config/README.md

@@ -62,3 +62,31 @@ python scripts/init_designer_roster.py list      # 查看当前数据
 ### 对接方要求（外部 AI 服务）
 
 对端需实现：企微群消息 → 解析「上线」/「下线」→ 存库 → 提供 GET `/online` 接口，按上述格式返回在线名单。
+
+---
+
+## system_inquiry_rules.json
+
+按店铺识别“系统客服询单”消息（非普通买家咨询），并配置处理策略。
+
+```json
+{
+  "enabled": true,
+  "default_action": "silent",
+  "default_reply": "您好，这边已收到询单消息，稍后由人工客服跟进处理。",
+  "sender_keywords": ["系统客服", "官方客服", "平台客服", "机器人客服"],
+  "message_keywords": ["询单", "代客咨询", "平台代问", "系统代发"],
+  "shops": {
+    "test_shop": {
+      "enabled": true,
+      "action": "reply",
+      "reply": "收到，已登记，稍后人工给您回。",
+      "sender_keywords": ["系统客服"],
+      "message_keywords": ["询单"]
+    }
+  }
+}
+```
+
+- `action` 支持: `silent` / `reply` / `transfer`
+- `shops.<acc_id>` 可覆盖全局规则（店铺维度）

config/config.py

@@ -40,6 +40,7 @@ IMAGE_MODULE_ENABLED = os.getenv("IMAGE_MODULE_ENABLED", "false").lower() in ("1
 
 # ========== 防抖配置 ==========
 MESSAGE_DEBOUNCE_SECONDS = int(os.getenv("MESSAGE_DEBOUNCE_SECONDS", "8"))
+OUTBOUND_PER_CUSTOMER_COOLDOWN_SECONDS = int(os.getenv("OUTBOUND_PER_CUSTOMER_COOLDOWN_SECONDS", "5"))
 
 # ========== AI 上下文加载 ==========
 CHAT_CONTEXT_LIMIT = int(os.getenv("CHAT_CONTEXT_LIMIT", "30"))
@@ -47,3 +48,27 @@ CHAT_CONTEXT_TRUNCATE_LEN = int(os.getenv("CHAT_CONTEXT_TRUNCATE_LEN", "160"))
 
 # ========== 报价底线 ==========
 MIN_PRICE_FLOOR = int(os.getenv("MIN_PRICE_FLOOR", "15"))
+MAX_SERVICE_SIZE_LONGEST_METERS = float(os.getenv("MAX_SERVICE_SIZE_LONGEST_METERS", "10"))
+MAX_SERVICE_SIZE_AREA_SQM = float(os.getenv("MAX_SERVICE_SIZE_AREA_SQM", "20"))
+
+# ========== 批量报价/自动处理 ==========
+BATCH_MAX_IMAGES = int(os.getenv("BATCH_MAX_IMAGES", "12"))  # 单次最多处理图片数
+BATCH_ANALYZE_CONCURRENCY = int(os.getenv("BATCH_ANALYZE_CONCURRENCY", "3"))  # 批量识别并发数
+
+# ========== 灰度开关 ==========
+FEATURE_BATCH_QUOTE_ENABLED = os.getenv("FEATURE_BATCH_QUOTE_ENABLED", "true").lower() in ("1", "true", "yes")
+FEATURE_BATCH_QUOTE_PERCENT = int(os.getenv("FEATURE_BATCH_QUOTE_PERCENT", "100"))  # 0-100
+FEATURE_BATCH_QUOTE_SHOPS = os.getenv("FEATURE_BATCH_QUOTE_SHOPS", "")  # 逗号分隔 acc_id 白名单，空=全量
+
+# ========== 系统客服询单识别 ==========
+SYSTEM_INQUIRY_ENABLED = os.getenv("SYSTEM_INQUIRY_ENABLED", "true").lower() in ("1", "true", "yes")
+SYSTEM_INQUIRY_DEFAULT_ACTION = os.getenv("SYSTEM_INQUIRY_DEFAULT_ACTION", "silent").strip().lower()
+SYSTEM_INQUIRY_DEFAULT_REPLY = os.getenv(
+    "SYSTEM_INQUIRY_DEFAULT_REPLY",
+    "您好，这边已收到询单消息，稍后由人工客服跟进处理。",
+)
+SYSTEM_INQUIRY_SHOPS = os.getenv("SYSTEM_INQUIRY_SHOPS", "")  # 逗号分隔店铺白名单，空=全店铺
+SYSTEM_INQUIRY_RULES_FILE = os.getenv(
+    "SYSTEM_INQUIRY_RULES_FILE",
+    str(CONFIG_DIR / "system_inquiry_rules.json"),
+)

config/system_inquiry_rules.json

@@ -0,0 +1,20 @@
+{
+  "enabled": true,
+  "default_action": "silent",
+  "default_reply": "您好，这边已收到询单消息，稍后由人工客服跟进处理。",
+  "sender_keywords": [
+    "系统客服",
+    "官方客服",
+    "平台客服",
+    "机器人客服",
+    "商家客服系统"
+  ],
+  "message_keywords": [
+    "系统询单",
+    "代客咨询",
+    "平台代问",
+    "系统代发",
+    "客服询单"
+  ],
+  "shops": {}
+}