refactor: split websocket flows and add brain action decision pipeline

core/websocket_system_inquiry_flow.py

@@ -0,0 +1,143 @@
+import json
+import logging
+import os
+from pathlib import Path
+from typing import Any, Dict, List
+
+from utils.metrics_tracker import emit as metrics_emit
+
+logger = logging.getLogger("cs_agent")
+
+
+def load_system_inquiry_rules() -> Dict[str, Any]:
+    """加载系统客服询单规则（全局 + 店铺覆盖）。"""
+    from config.config import (
+        SYSTEM_INQUIRY_ENABLED,
+        SYSTEM_INQUIRY_DEFAULT_ACTION,
+        SYSTEM_INQUIRY_DEFAULT_REPLY,
+        SYSTEM_INQUIRY_RULES_FILE,
+    )
+
+    enabled_env = os.getenv("SYSTEM_INQUIRY_ENABLED")
+    enabled = (
+        enabled_env.lower() in ("1", "true", "yes")
+        if isinstance(enabled_env, str)
+        else bool(SYSTEM_INQUIRY_ENABLED)
+    )
+    action = (os.getenv("SYSTEM_INQUIRY_DEFAULT_ACTION") or SYSTEM_INQUIRY_DEFAULT_ACTION or "silent").strip().lower()
+    reply = os.getenv("SYSTEM_INQUIRY_DEFAULT_REPLY") or SYSTEM_INQUIRY_DEFAULT_REPLY or ""
+    rules_file = os.getenv("SYSTEM_INQUIRY_RULES_FILE") or str(SYSTEM_INQUIRY_RULES_FILE)
+    defaults: Dict[str, Any] = {
+        "enabled": bool(enabled),
+        "default_action": action,
+        "default_reply": reply,
+        "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": {},
+    }
+    try:
+        p = Path(rules_file)
+        if p.exists():
+            with p.open("r", encoding="utf-8") as f:
+                loaded = json.load(f)
+            if isinstance(loaded, dict):
+                defaults.update(loaded)
+    except Exception as e:
+        logger.warning("系统询单规则加载失败，使用默认规则: %s", e)
+    return defaults
+
+
+def normalize_kw_list(v: Any) -> List[str]:
+    if not isinstance(v, list):
+        return []
+    return [str(x).strip().lower() for x in v if str(x).strip()]
+
+
+def resolve_system_inquiry_policy(client, acc_id: str) -> Dict[str, Any]:
+    """根据店铺合并系统询单策略。"""
+    from config.config import SYSTEM_INQUIRY_SHOPS
+
+    rules = client._system_inquiry_rules or {}
+    if not bool(rules.get("enabled", True)):
+        return {"enabled": False}
+
+    shops_env = os.getenv("SYSTEM_INQUIRY_SHOPS", SYSTEM_INQUIRY_SHOPS or "")
+    shop_whitelist = [s.strip() for s in shops_env.split(",") if s.strip()]
+    if shop_whitelist and (acc_id or "") not in shop_whitelist:
+        return {"enabled": False}
+
+    policy: Dict[str, Any] = {
+        "enabled": True,
+        "action": str(rules.get("default_action", "silent")).strip().lower(),
+        "reply": str(rules.get("default_reply", "")).strip(),
+        "sender_keywords": normalize_kw_list(rules.get("sender_keywords")),
+        "message_keywords": normalize_kw_list(rules.get("message_keywords")),
+    }
+    shop_cfg = (rules.get("shops") or {}).get(acc_id or "", {})
+    if isinstance(shop_cfg, dict):
+        if "enabled" in shop_cfg and not bool(shop_cfg.get("enabled", True)):
+            return {"enabled": False}
+        if shop_cfg.get("action"):
+            policy["action"] = str(shop_cfg.get("action")).strip().lower()
+        if shop_cfg.get("reply"):
+            policy["reply"] = str(shop_cfg.get("reply")).strip()
+        if isinstance(shop_cfg.get("sender_keywords"), list):
+            policy["sender_keywords"] = normalize_kw_list(shop_cfg.get("sender_keywords"))
+        if isinstance(shop_cfg.get("message_keywords"), list):
+            policy["message_keywords"] = normalize_kw_list(shop_cfg.get("message_keywords"))
+    if policy["action"] not in ("silent", "reply", "transfer"):
+        policy["action"] = "silent"
+    return policy
+
+
+def match_system_inquiry(client, data: dict, policy: Dict[str, Any]) -> bool:
+    """识别是否为系统客服询单消息。"""
+    if not policy.get("enabled", False):
+        return False
+
+    from_name = client.to_chinese(data.get("from_name", "") or "").lower()
+    from_id = str(data.get("from_id", "") or "").lower()
+    msg = client.to_chinese(data.get("msg", "") or "").lower()
+
+    sender_hits = 0
+    for kw in policy.get("sender_keywords", []):
+        if kw and (kw in from_name or kw in from_id):
+            sender_hits += 1
+    message_hits = 0
+    for kw in policy.get("message_keywords", []):
+        if kw and kw in msg:
+            message_hits += 1
+
+    # 优先看发送者特征；纯文本命中时至少要求两个关键词，降低误判风险
+    return sender_hits > 0 or message_hits >= 2
+
+
+async def handle_system_inquiry(client, data: dict) -> bool:
+    """命中系统询单后按策略处理。"""
+    acc_id = data.get("acc_id", "")
+    policy = resolve_system_inquiry_policy(client, acc_id)
+    if not match_system_inquiry(client, data, policy):
+        return False
+
+    customer_id = data.get("from_id", "")
+    metrics_emit("system_inquiry_detected", customer_id=customer_id, acc_id=acc_id)
+    action = policy.get("action", "silent")
+    logger.info("系统询单命中 | 店铺:%s | 客户:%s | action:%s", acc_id, customer_id, action)
+
+    if action == "reply":
+        reply = await client._compose_ai_scene_reply(
+            original_msg=data,
+            scene="system_inquiry_reply",
+            intent_hint="这是系统客服询单消息，简短确认已收到并说明会跟进即可。",
+            fallback=(policy.get("reply") or "您好，这边已收到询单消息，稍后由人工客服跟进处理。"),
+        )
+        await client.send_reply(data, reply)
+        metrics_emit("system_inquiry_auto_reply", customer_id=customer_id, acc_id=acc_id)
+        return True
+    if action == "transfer":
+        await client.transfer_to_human(data, "系统询单转人工")
+        metrics_emit("system_inquiry_transfer", customer_id=customer_id, acc_id=acc_id)
+        return True
+
+    metrics_emit("system_inquiry_ignored", customer_id=customer_id, acc_id=acc_id)
+    return True