286 lines
11 KiB
Python
286 lines
11 KiB
Python
import os
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import re
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import time
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from typing import Any
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async def send_reply_flow(client, original_msg: dict, reply_content: str):
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"""
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发送回复消息（从 websocket_client.py 拆出）。
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Args:
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original_msg: 收到的原始消息字典
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reply_content: 回复内容（文本或本地文件路径/http地址）
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"""
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trace_id = original_msg.get("_trace_id", "")
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if not client.websocket:
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client._activity_log(
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"send_reply_skipped",
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trace_id=trace_id,
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reason="websocket_not_connected",
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acc_id=original_msg.get("acc_id", ""),
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customer_id=original_msg.get("from_id", ""),
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)
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return
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reply_content = colloquialize_outbound_reply(reply_content)
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reply_content = await ai_generate_outbound_reply(
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client=client,
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original_msg=original_msg,
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reply_content=str(reply_content or ""),
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)
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# 同一客户外发限流：N 秒内最多 1 条
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try:
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from config.config import OUTBOUND_PER_CUSTOMER_COOLDOWN_SECONDS
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cooldown = max(0, int(OUTBOUND_PER_CUSTOMER_COOLDOWN_SECONDS))
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except Exception:
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cooldown = 5
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if cooldown > 0:
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ckey = f"{original_msg.get('acc_id', '')}:{original_msg.get('from_id', '')}"
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now_mono = time.monotonic()
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last = client._last_reply_sent_at.get(ckey, 0.0)
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if (now_mono - last) < cooldown:
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client._activity_log(
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"send_reply_throttled",
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trace_id=trace_id,
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key=ckey,
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cooldown_s=cooldown,
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msg=str(reply_content),
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)
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return
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client._last_reply_sent_at[ckey] = now_mono
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shop_id = original_msg.get("acc_id", "")
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# 根据轻简API文档：
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# from_id = 客户ID（收消息方）
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# cy_id = 非群聊时与 from_id 相同
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customer_id = original_msg.get("from_id", "")
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customer_name = original_msg.get("from_name", "")
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allow_send, checked_reply, guard_reason = await ai_guard_outbound_reply(
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client=client,
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original_msg=original_msg,
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reply_content=str(reply_content),
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)
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client._activity_log(
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"reply_guard_decision",
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trace_id=trace_id,
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acc_id=shop_id,
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customer_id=customer_id,
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result="ok" if allow_send else "blocked",
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reason=guard_reason,
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original_reply=str(reply_content),
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final_reply=str(checked_reply or ""),
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)
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if not allow_send:
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return
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reply_content = checked_reply or str(reply_content)
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pass_send, _ = client._outbound_arbiter(
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original_msg=original_msg,
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reply_content=reply_content,
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trace_id=trace_id,
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)
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if not pass_send:
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return
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reply = {
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"msg_id": "",
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"acc_id": shop_id,
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"msg": reply_content,
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"from_id": customer_id,
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"from_name": customer_name,
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"cy_id": customer_id,
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"acc_type": original_msg.get("acc_type", ""),
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"msg_type": 0,
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"cy_name": customer_name,
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}
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client._log_outbound_once(original_msg, str(reply_content))
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client._activity_log(
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"send_reply_attempt",
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trace_id=trace_id,
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acc_id=shop_id,
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customer_id=customer_id,
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msg=str(reply_content),
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)
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reply["_trace_id"] = trace_id
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await client.send_message(reply)
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async def ai_generate_outbound_reply(client, original_msg: dict, reply_content: str) -> str:
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"""
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强制全量 AI 出站生成层：
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- 所有普通文本外发先由 AI 生成最终话术；
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- 控制命令/纯链接/转接指令直接绕过。
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"""
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text = (reply_content or "").strip()
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if not text:
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return text
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if text.startswith("话术|") or "[转移会话]" in text or "TRANSFER_REQUESTED" in text:
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return text
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if re.fullmatch(r"https?://\S+", text):
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return text
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if not client._force_ai_generate_reply or not client.enable_agent or not client.agent or not client.AgentDeps:
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return text
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try:
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deps = client.AgentDeps(
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msg_id=str(original_msg.get("msg_id", "") or "outbound_generate"),
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acc_id=str(original_msg.get("acc_id", "") or ""),
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from_id=str(original_msg.get("from_id", "") or ""),
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platform=str(original_msg.get("acc_type", "") or ""),
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)
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customer_msg = client.to_chinese(str(original_msg.get("msg", "") or ""))
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prompt = (
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"你是淘宝客服外发文案生成器。请根据“回复意图草稿”生成最终发给客户的话。\n"
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"要求：\n"
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"1) 保留原意，不新增价格/承诺/流程；\n"
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"2) 自然像真人聊天，不用固定模板句；\n"
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"3) 1-2句；\n"
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"4) 只输出最终回复文本。\n\n"
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f"客户原话: {customer_msg}\n"
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f"回复意图草稿: {text}\n"
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)
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result = await client.agent.agent_natural_reply.run(prompt, deps=deps, message_history=[])
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out = str(getattr(result, "output", "") or "").strip()
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if not out:
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return text
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if out.startswith("话术|") or "[转移会话]" in out:
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return text
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client._activity_log(
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"ai_generate_reply",
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acc_id=str(original_msg.get("acc_id", "") or ""),
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customer_id=str(original_msg.get("from_id", "") or ""),
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draft=text[:160],
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generated=out[:160],
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)
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return out
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except Exception as e:
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client._activity_log(
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"ai_generate_reply_error",
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acc_id=str(original_msg.get("acc_id", "") or ""),
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customer_id=str(original_msg.get("from_id", "") or ""),
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error=str(e),
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)
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return text
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def colloquialize_outbound_reply(text: Any) -> Any:
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"""统一外发口语化处理，避免机械话术。"""
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if not isinstance(text, str):
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return text
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raw = text.strip()
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if not raw:
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return text
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# 控制指令/转接命令不得改写
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if raw.startswith("话术|") or "[转移会话]" in raw:
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return text
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# 纯链接不改
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if re.fullmatch(r"https?://\S+", raw):
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return text
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out = raw
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replacements = {
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"我这边": "我这边",
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"请您": "你",
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"您好": "你好",
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"稍后": "一会儿",
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"可以的话": "可以的话",
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"请稍等": "稍等哈",
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"先不乱报价": "先不急着给你乱报",
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"建议转人工评估更稳": "建议转人工看会更稳",
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"统一报价": "一起报价",
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"马上安排": "马上给你安排",
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"确认我就安排": "你点头我就开做",
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"收到，我看看哈": "收到，我先看下",
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"收到，我找找刚才那几张": "收到，我把刚才那几张一起看下",
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"这组图我这边暂时识别不稳定": "这组图我这边识别得不太稳",
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"这组图我这边暂时识别异常": "这组图我这边刚才识别有点异常",
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"你可以换一张更清晰的，我再给你准报价。": "你换张更清晰的发我，我再给你报准点。",
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"你可以换清晰图再发我。": "你换张清晰点的再发我哈。",
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"你可以稍后再发我。": "你晚点再发我也行。",
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"收到付款，我马上安排处理，有需要第一时间联系您": "收到付款啦，我马上安排处理，有进展第一时间告诉你",
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"亲，正在为您转接人工客服，请稍等~": "我这就给你转人工，稍等哈~",
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}
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for k, v in replacements.items():
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out = out.replace(k, v)
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return out
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async def ai_guard_outbound_reply(client, original_msg: dict, reply_content: str) -> tuple[bool, str, str]:
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"""
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专用AI质检：发送前判断“这句是否该发”，可拦截或改写。
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读取当前客户在当前店铺的完整对话上下文。
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"""
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text = (reply_content or "").strip()
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if not text:
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return False, "", "empty_reply"
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if text.startswith("话术|") or "[转移会话]" in text:
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return True, text, "command_bypass"
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if not client._reply_guard_enabled or not client.enable_agent or not client.agent or not client.AgentDeps:
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return True, text, "guard_disabled"
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try:
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from db.chat_log_db import get_conversation
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import json as _json
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import re as _re
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acc_id = str(original_msg.get("acc_id", "") or "")
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customer_id = str(original_msg.get("from_id", "") or "")
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if not customer_id:
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return True, text, "no_customer_id"
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# 默认读取较大窗口，尽量覆盖完整上下文；可用环境变量继续放大。
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try:
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max_rows = max(50, int(os.getenv("AI_REPLY_GUARD_CONTEXT_ROWS", "500")))
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except Exception:
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max_rows = 500
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rows = get_conversation(customer_id=customer_id, limit=max_rows) or []
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shop_rows = [r for r in rows if str(r.get("acc_id", "") or "") == acc_id] if acc_id else rows
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context_lines = []
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for r in shop_rows:
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role = "客" if (r.get("direction") == "in") else "服"
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msg = client.to_chinese((r.get("message") or "").strip())
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if msg:
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context_lines.append(f"{role}:{msg}")
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context_text = "\n".join(context_lines) if context_lines else "无历史"
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deps = client.AgentDeps(
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msg_id=str(original_msg.get("msg_id", "") or "reply_guard"),
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acc_id=acc_id,
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from_id=customer_id,
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platform=str(original_msg.get("acc_type", "") or ""),
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)
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prompt = (
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"你是淘宝客服回复质检器。目标：判断候选回复是否和上下文一致，是否会造成重复触发式答复。\n"
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"必须检查：\n"
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"1) 是否答非所问；\n"
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"2) 是否重复说“马上报价/继续发图”但当前上下文不需要；\n"
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"3) 是否与历史状态冲突；\n"
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"4) 语气是否自然可直接发给客户。\n"
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"若不合适，给可直接发送的一句改写。\n"
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"只输出 JSON：{\"allow\":true/false,\"rewrite\":\"...\",\"reason\":\"...\"}\n\n"
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f"完整上下文(当前店铺):\n{context_text}\n\n"
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f"客户当前消息:{client.to_chinese(original_msg.get('msg', '') or '')}\n"
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f"候选回复:{text}\n"
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)
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result = await client.agent.agent_natural_reply.run(prompt, deps=deps, message_history=[])
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raw = str(getattr(result, "output", "") or "").strip()
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if not raw:
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return True, text, "guard_empty_output"
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m = _re.search(r"\{[\s\S]*\}", raw)
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if not m:
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return True, text, "guard_non_json"
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obj = _json.loads(m.group(0))
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allow = bool(obj.get("allow", True))
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rewrite = str(obj.get("rewrite", "") or "").strip()
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reason = str(obj.get("reason", "") or "").strip() or "guard_decision"
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if allow:
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return True, (rewrite or text), reason
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if rewrite:
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return True, rewrite, reason
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return False, "", reason
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except Exception as e:
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return True, text, f"guard_error:{e}"
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