feat: improve first-turn and delayed-image replies

core/orchestrator.py

@@ -256,6 +256,15 @@ class SystemOrchestrator:
             sanitized.append(normalized)
         return sanitized
 
+    @staticmethod
+    def _ensure_first_reply_presence(text: str) -> str:
+        cleaned = str(text or "").strip()
+        if not cleaned:
+            return "在呢"
+        if cleaned.startswith(("在呢", "在哈", "在的", "在哦", "在")):
+            return cleaned
+        return f"在呢，{cleaned}"
+
     @staticmethod
     def _extract_designer_name(transfer_cmd: str) -> str:
         text = str(transfer_cmd or "").strip()
@@ -625,12 +634,19 @@ class SystemOrchestrator:
                     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")
 
+                is_new_customer_first_turn = len(ai_history) == 0
+
                 # 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 {})
                     meta.update({"acc_id": acc_id, "acc_type": acc_type})
+                    if is_new_customer_first_turn and "[转移会话]" in std_res.reply_content:
+                        if not str(meta.get("transfer_prelude") or "").strip():
+                            meta["transfer_prelude"] = "在呢，我叫设计师看下哈"
                     std_res.metadata = meta
+                    if is_new_customer_first_turn and "[转移会话]" not in std_res.reply_content and int(std_res.msg_type or 0) == 0:
+                        std_res.reply_content = self._ensure_first_reply_presence(std_res.reply_content)
 
                     # 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:

core/pydantic_ai_agent_v2.py

@@ -70,6 +70,21 @@ _REPAIR_INTENT_KEYWORDS = (
     "放大清晰",
 )
 
+_IMAGE_ALREADY_SENT_HINT_KEYWORDS = (
+    "上面不是发了吗",
+    "上面不是有吗",
+    "我不是发了吗",
+    "前面不是发了吗",
+    "前面发了",
+    "上面发了",
+    "我发过了",
+    "不是发了吗",
+    "都发了",
+    "你没看到吗",
+    "聊天记录里有",
+    "上面有图",
+)
+
 
 def _clip(text: str, limit: int = 1200) -> str:
     if text is None:
@@ -156,6 +171,27 @@ def _infer_image_intent(current_text: str, history: Optional[List[dict]] = None)
     return ""
 
 
+def _history_has_customer_image(history: Optional[List[dict]] = None) -> bool:
+    for item in history or []:
+        if item.get("role") != "user":
+            continue
+        msg_type = int(item.get("msg_type") or 0)
+        image_urls = item.get("image_urls") or []
+        if isinstance(image_urls, str):
+            image_urls = [part for part in image_urls.splitlines() if part.strip()]
+        content = str(item.get("content") or "")
+        if msg_type == 1 or image_urls or ("已收到" in content and "图" in content):
+            return True
+    return False
+
+
+def _customer_claims_image_already_sent(current_text: str, history: Optional[List[dict]] = None) -> bool:
+    text = _normalize_text(current_text)
+    if not text or not _history_has_customer_image(history):
+        return False
+    return any(keyword in text for keyword in _IMAGE_ALREADY_SENT_HINT_KEYWORDS)
+
+
 class CustomerServiceBrain:
     """
     重构后的单一 Agent 大脑：
@@ -207,6 +243,8 @@ class CustomerServiceBrain:
             "【核心逻辑】\n"
             "1. 业务：只聊高清修复和找原图。核心链路：引导发图 -> 问需求 -> 找设计师。\n"
             "2. **主动引导**：只有当客户【从未发过图】且没有历史图片记录时，才引导发图。\n"
+            "2.1 **消息延迟安抚**：如果客户说'上面不是发了吗'、'我发过了'、'你没看到吗'，说明他在提醒你图早就发过了。\n"
+            "    这时先道歉，类似'不好意思哈，刚刚消息慢了点'，再承接后续；严禁让客户重发图片。\n"
             "3. **非业务问题**：如果客户问招聘、合作、闲聊等与做图无关的话题，礼貌拒绝。\n"
             "4. **客户说没有参考图**：直接转人工：'好的，我这就叫设计师帮您找哈'。\n"
             "5. **客户问尺寸/能否打印/退款**：直接转人工：'这个设计师帮您看下哈'。\n"
@@ -260,6 +298,19 @@ class CustomerServiceBrain:
 
             # 客户已发图：告知 AI 图已收到，引导问需求，但不要直接转接
             has_image_message = bool(msg.image_urls) or msg.msg_type == 1
+            if not has_image_message and _customer_claims_image_already_sent(user_content, history):
+                inferred_intent = _infer_image_intent(user_content, history)
+                if inferred_intent == "find_original":
+                    next_step = "客户当前更像是在问找原图，别再问他有没有发图。"
+                elif inferred_intent == "repair":
+                    next_step = "客户当前更像是在问高清修复，别再问他有没有发图。"
+                else:
+                    next_step = "如果客户需求还不明确，只问这是找原图还是修复，不要让客户重发。"
+                user_content = (
+                    "【系统通知：客户是在提醒你他上面已经发过图片了，可能刚刚网络或消息同步有点慢。"
+                    "回复时先简短道歉，表示现在已经看到图了，再继续正常承接。"
+                    f"{next_step}】\n{user_content}"
+                )
             if has_image_message:
                 image_count = max(len(msg.image_urls), 1)
                 if user_content.startswith("【系统：已收到图片消息"):