diff --git a/qingjian_cs/app/client.py b/qingjian_cs/app/client.py
index 42551c6..d0c28ab 100644
--- a/qingjian_cs/app/client.py
+++ b/qingjian_cs/app/client.py
@@ -91,6 +91,7 @@ class QingjianClient:
     def _shorten_reply(self, text: str) -> str:
         max_len = max(8, int(SHORT_REPLY_MAX_CHARS))
         t = str(text or "").strip()
+        t = self._humanize_reply(t)
         if len(t) <= max_len:
             return t
         parts = re.split(r"[。！？!?]", t)
@@ -99,6 +100,27 @@ class QingjianClient:
             head = head[:max_len].rstrip("，,;；:： ")
         return head or t[:max_len]
 
+    @staticmethod
+    def _humanize_reply(text: str) -> str:
+        t = str(text or "").strip()
+        replacements = {
+            "您好呀": "在的",
+            "您好，": "在的，",
+            "您好": "在的",
+            "很高兴为您服务": "我在呢",
+            "请问您有什么需求": "你要做啥图",
+            "请问有什么可以帮您": "你要做啥",
+            "可以把要做的图发我": "图发我就行",
+            "请您先完成订单付款": "先拍下付款哈",
+            "麻烦您先完成付款": "先拍下付款哈",
+            "我们马上为您处理": "我马上处理",
+            "我这边": "我这",
+        }
+        for k, v in replacements.items():
+            t = t.replace(k, v)
+        t = t.replace("~~", "~")
+        return t
+
     @staticmethod
     def _is_invalid_ai_reply(text: str) -> bool:
         t = str(text or "").strip().lower()
diff --git a/qingjian_cs/app/config.py b/qingjian_cs/app/config.py
index a69e1f2..e0f4fcf 100644
--- a/qingjian_cs/app/config.py
+++ b/qingjian_cs/app/config.py
@@ -16,7 +16,7 @@ MESSAGE_DEBOUNCE_SECONDS = int(os.getenv("MESSAGE_DEBOUNCE_SECONDS", "6"))
 AUTO_QUOTE_WAIT_SECONDS = int(os.getenv("AUTO_QUOTE_WAIT_SECONDS", "18"))
 AGENT_MAX_ITERS = int(os.getenv("AGENT_MAX_ITERS", "3"))
 FAST_ROUTE_ENABLED = os.getenv("FAST_ROUTE_ENABLED", "1").strip() in {"1", "true", "True", "yes", "on"}
-SHORT_REPLY_MAX_CHARS = int(os.getenv("SHORT_REPLY_MAX_CHARS", "28"))
+SHORT_REPLY_MAX_CHARS = int(os.getenv("SHORT_REPLY_MAX_CHARS", "20"))
 
 STORE_BACKEND = os.getenv("STORE_BACKEND", "sqlite").strip().lower()
 STORE_SQLITE_PATH = os.getenv("STORE_SQLITE_PATH", "").strip()
diff --git a/qingjian_cs/app/rules.py b/qingjian_cs/app/rules.py
index 11e07af..9bac547 100644
--- a/qingjian_cs/app/rules.py
+++ b/qingjian_cs/app/rules.py
@@ -127,7 +127,7 @@ def rules_prompt() -> str:
         "10) 尺寸明显超大(如>=2m*2m): 提示需补图/重做边缘, 不要直接承诺一模一样。\n"
         "11) 店铺差异化: 按 acc_id/persona 口吻回复, 保持真人聊天。\n"
         "12) 最终输出只允许一个动作, 不能混合。\n"
-        "13) reply 必须简短: 优先 1 句, 一般不超过 28 个汉字, 禁止长段解释。\n"
+        "13) reply 必须很短: 1句为主, 不超过20字, 口语化, 不要客服官话和AI腔。\n"
         "输出格式:\n"
         '{"action":"reply|quote|transfer|noop","reply":"","transfer_msg":"","quote_mode":"flush_pending|analyze_current_or_recent|collect_only","reason":""}'
     )