feat: alert wecom when no designer is available

services/dispatch_service.py

@@ -3,6 +3,7 @@ import logging
 import httpx
 import asyncio
 from typing import Optional
+from services.service_designer_alert import designer_alert_service
 
 logger = logging.getLogger("cs_agent")
 
@@ -53,6 +54,10 @@ class DispatchService:
                             return designer
 
                         logger.warning(f"[Dispatch]{u_tag} 派单被拒: {data.get('reason')} body={body}")
+                        await designer_alert_service.notify_if_needed(
+                            trigger=f"dispatch_rejected:{data.get('reason') or 'unknown'}",
+                            customer_id=user_id,
+                        )
                         return None
 
                     if response.status_code == 401:

services/service_designer_alert.py

@@ -0,0 +1,76 @@
+import os
+import time
+import logging
+from datetime import datetime
+from typing import Dict
+
+from db.chat_log_db import get_waiting_customer_pool
+from db.pending_transfer_db import count_open_pending_transfers
+from services.service_wecom_bot import wecom_bot_service
+
+logger = logging.getLogger("cs_agent")
+
+DESIGNER_ALERT_START_HOUR = int(os.getenv("DESIGNER_ALERT_START_HOUR", "8"))
+DESIGNER_ALERT_END_HOUR = int(os.getenv("DESIGNER_ALERT_END_HOUR", "24"))
+DESIGNER_ALERT_COOLDOWN_SECONDS = int(os.getenv("DESIGNER_ALERT_COOLDOWN_SECONDS", "300"))
+DESIGNER_ALERT_POOL_WINDOW_MINUTES = int(os.getenv("DESIGNER_ALERT_POOL_WINDOW_MINUTES", "30"))
+
+
+class DesignerAlertService:
+    def __init__(self):
+        self._last_alert_at = 0.0
+
+    @staticmethod
+    def _in_active_window(now: datetime) -> bool:
+        hour = now.hour
+        return DESIGNER_ALERT_START_HOUR <= hour < DESIGNER_ALERT_END_HOUR
+
+    @staticmethod
+    def _render_shop_lines(pool: Dict) -> str:
+        shops = pool.get("shops") or []
+        if not shops:
+            return "- 暂无店铺明细"
+        lines = []
+        for item in shops[:10]:
+            acc_id = str(item.get("acc_id") or "")
+            waiting = int(item.get("waiting_customers") or 0)
+            lines.append(f"- {acc_id}：{waiting}人")
+        return "\n".join(lines)
+
+    async def notify_if_needed(self, *, trigger: str = "", customer_id: str = "", acc_id: str = "") -> bool:
+        now = datetime.now()
+        if not self._in_active_window(now):
+            return False
+
+        now_ts = time.time()
+        if now_ts - self._last_alert_at < max(DESIGNER_ALERT_COOLDOWN_SECONDS, 30):
+            return False
+
+        pending_count = count_open_pending_transfers()
+        pool = get_waiting_customer_pool(DESIGNER_ALERT_POOL_WINDOW_MINUTES)
+        waiting_total = int(pool.get("total_waiting_customers") or 0)
+        if pending_count <= 0 and waiting_total <= 0:
+            return False
+
+        content = (
+            "【设计师在线提醒】\n"
+            f"当前时间：{now.strftime('%Y-%m-%d %H:%M:%S')}\n"
+            "8点到24点内检测到暂无设计师接单，有客户待转接。\n"
+            f"触发来源：{trigger or '-'}\n"
+            f"当前会话：{customer_id or '-'} / {acc_id or '-'}\n"
+            f"待转接池：{pending_count}人\n"
+            f"当前客户池：{waiting_total}人（近{pool.get('window_minutes') or DESIGNER_ALERT_POOL_WINDOW_MINUTES}分钟最后一条仍是客户消息）\n"
+            "店铺分布：\n"
+            f"{self._render_shop_lines(pool)}\n"
+            "群里如果有设计师在线，麻烦看一下。"
+        )
+        ok = await wecom_bot_service.send_text(content)
+        if ok:
+            self._last_alert_at = now_ts
+            logger.info(
+                f"[DesignerAlert] 已发送企微提醒 trigger={trigger} pending={pending_count} waiting={waiting_total}"
+            )
+        return ok
+
+
+designer_alert_service = DesignerAlertService()