feat: alert wecom when no designer is available

db/chat_log_db.py

@@ -8,7 +8,7 @@ import sqlite3
 import os
 import threading
 from queue import Queue, Empty
-from datetime import datetime
+from datetime import datetime, timedelta
 from typing import List, Dict, Optional
 
 _DB_PATH = os.path.join(os.path.dirname(__file__), "chat_log_db", "chats.db")
@@ -527,6 +527,49 @@ def get_latest_messages(limit: int = 20) -> List[Dict]:
     return [dict(r) for r in rows]
 
 
+def get_waiting_customer_pool(window_minutes: int = 30) -> Dict:
+    """统计最近窗口内、最后一条消息仍来自客户的待接待客户池。"""
+    cutoff = (datetime.now() - timedelta(minutes=max(window_minutes, 1))).strftime("%Y-%m-%d %H:%M:%S")
+    with _get_conn() as conn:
+        rows = conn.execute(_sql("""
+            SELECT id, customer_id, acc_id, direction, timestamp
+            FROM chat_logs
+            WHERE timestamp >= ?
+              AND customer_id <> ''
+              AND customer_id <> 'unknown'
+              AND acc_id <> ''
+            ORDER BY id DESC
+        """), (cutoff,)).fetchall()
+
+    latest_by_session = {}
+    for row in rows:
+        item = dict(row)
+        key = (str(item.get("customer_id") or ""), str(item.get("acc_id") or ""))
+        if key not in latest_by_session:
+            latest_by_session[key] = item
+
+    per_shop: Dict[str, int] = {}
+    waiting_sessions = 0
+    for item in latest_by_session.values():
+        if str(item.get("direction") or "") != "in":
+            continue
+        acc_id = str(item.get("acc_id") or "")
+        if not acc_id:
+            continue
+        per_shop[acc_id] = per_shop.get(acc_id, 0) + 1
+        waiting_sessions += 1
+
+    shops = [
+        {"acc_id": acc_id, "waiting_customers": count}
+        for acc_id, count in sorted(per_shop.items(), key=lambda kv: (-kv[1], kv[0]))
+    ]
+    return {
+        "total_waiting_customers": waiting_sessions,
+        "shops": shops,
+        "window_minutes": window_minutes,
+    }
+
+
 # ========== 订单相关 ==========
 
 @_retry_db_operation

db/pending_transfer_db.py

@@ -160,3 +160,15 @@ def retry_pending_transfer(row_id: int, delay_seconds: int = 60, error: str = ""
             (next_s, now_s, error[:500], row_id),
         )
         conn.commit()
+
+
+def count_open_pending_transfers() -> int:
+    with _get_conn() as conn:
+        row = conn.execute(
+            """
+            SELECT COUNT(*) AS cnt
+            FROM pending_transfers
+            WHERE status IN ('pending', 'processing')
+            """
+        ).fetchone()
+    return int(row["cnt"] or 0) if row else 0

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()