Initial qiwei secondary development handoff

2026-06-23 21:11:20 +08:00
commit 858cb68f4f
207 changed files with 52782 additions and 0 deletions
--- a/helper/auto_reply_status.go
+++ b/helper/auto_reply_status.go
@@ -0,0 +1,444 @@
+package main
+
+import (
+	"strings"
+	"sync"
+	"time"
+
+	"qiweimanager/config"
+)
+
+const (
+	autoReplyRecordLimit = 100
+
+	autoReplyErrorScopeListen    = "listen"
+	autoReplyErrorScopeAI        = "ai"
+	autoReplyErrorScopeKnowledge = "knowledge"
+	autoReplyErrorScopeHandoff   = "handoff"
+	autoReplyErrorScopeIdentity  = "identity"
+	autoReplyErrorScopeRecords   = "records"
+)
+
+type AutoReplyRecord struct {
+	ID                   int64   `json:"id"`
+	Time                 string  `json:"time"`
+	RobotID              string  `json:"robotId"`
+	ClientID             int32   `json:"clientId"`
+	UserID               string  `json:"userId"`
+	ConversationID       string  `json:"conversationId"`
+	Source               string  `json:"source"`
+	FromWxID             string  `json:"fromWxId"`
+	FromNickName         string  `json:"fromNickName"`
+	Question             string  `json:"question"`
+	Action               string  `json:"action"`
+	Reason               string  `json:"reason"`
+	Answer               string  `json:"answer"`
+	SenderIdentity       string  `json:"senderIdentity"`
+	IdentitySource       string  `json:"identitySource"`
+	CardStatus           string  `json:"cardStatus"`
+	Score                float64 `json:"score"`
+	KeywordScore         float64 `json:"keywordScore"`
+	VectorScore          float64 `json:"vectorScore"`
+	RerankScore          float64 `json:"rerankScore"`
+	RetrievalMode        string  `json:"retrievalMode"`
+	UsedKnowledgeSources string  `json:"usedKnowledgeSources"`
+	KnowledgeDurationMS  int64   `json:"knowledgeDurationMs"`
+	KeywordDurationMS    int64   `json:"keywordDurationMs"`
+	VectorDurationMS     int64   `json:"vectorDurationMs"`
+	RerankDurationMS     int64   `json:"rerankDurationMs"`
+	AIDurationMS         int64   `json:"aiDurationMs"`
+	TotalDurationMS      int64   `json:"totalDurationMs"`
+}
+
+type AutoReplyStatus struct {
+	Enabled                          bool              `json:"enabled"`
+	Running                          bool              `json:"running"`
+	LastError                        string            `json:"lastError"`
+	LastErrorScope                   string            `json:"lastErrorScope"`
+	KnowledgeFileCount               int               `json:"knowledgeFileCount"`
+	KnowledgeChunkCount              int               `json:"knowledgeChunkCount"`
+	KnowledgeLastIndexedAt           int64             `json:"knowledgeLastIndexedAt"`
+	KnowledgeFailedFiles             []string          `json:"knowledgeFailedFiles"`
+	RetrievalMode                    string            `json:"retrievalMode"`
+	EmbeddingChunkCount              int               `json:"embeddingChunkCount"`
+	EmbeddingModel                   string            `json:"embeddingModel"`
+	EmbeddingDimensions              int               `json:"embeddingDimensions"`
+	EmbeddingLastIndexedAt           int64             `json:"embeddingLastIndexedAt"`
+	InternalContactCount             int               `json:"internalContactCount"`
+	ExternalContactCount             int               `json:"externalContactCount"`
+	IdentityLastRefreshAt            int64             `json:"identityLastRefreshAt"`
+	IdentityRefreshError             string            `json:"identityRefreshError"`
+	IdentityRefreshing               bool              `json:"identityRefreshing"`
+	IdentityLastResponseType         string            `json:"identityLastResponseType"`
+	IdentityLastResponseCount        int               `json:"identityLastResponseCount"`
+	IdentityLastResponseAt           int64             `json:"identityLastResponseAt"`
+	IdentityLookupInFlight           int               `json:"identityLookupInFlight"`
+	IdentityInitializing             bool              `json:"identityInitializing"`
+	IdentityInitializedAt            int64             `json:"identityInitializedAt"`
+	IdentityScope                    string            `json:"identityScope"`
+	IdentityGroupOptionCount         int               `json:"identityGroupOptionCount"`
+	InternalGroupMemberLastSyncAt    int64             `json:"internalGroupMemberLastSyncAt"`
+	InternalGroupMemberLastSyncCount int               `json:"internalGroupMemberLastSyncCount"`
+	InternalGroupMemberSyncError     string            `json:"internalGroupMemberSyncError"`
+	RobotUserIDs                     []string          `json:"robotUserIds"`
+	TodayReceived                    int               `json:"todayReceived"`
+	TodayReplied                     int               `json:"todayReplied"`
+	TodayHandoff                     int               `json:"todayHandoff"`
+	TodayIgnored                     int               `json:"todayIgnored"`
+	TodayAIFailed                    int               `json:"todayAIFailed"`
+	LastKnowledgeDurationMS          int64             `json:"lastKnowledgeDurationMs"`
+	LastKeywordDurationMS            int64             `json:"lastKeywordDurationMs"`
+	LastVectorDurationMS             int64             `json:"lastVectorDurationMs"`
+	LastRerankDurationMS             int64             `json:"lastRerankDurationMs"`
+	LastAIDurationMS                 int64             `json:"lastAiDurationMs"`
+	LastTotalDurationMS              int64             `json:"lastTotalDurationMs"`
+	LastKeywordScore                 float64           `json:"lastKeywordScore"`
+	LastVectorScore                  float64           `json:"lastVectorScore"`
+	LastRerankScore                  float64           `json:"lastRerankScore"`
+	ReasonCounts                     map[string]int    `json:"reasonCounts"`
+	LastMessages                     []AutoReplyRecord `json:"lastMessages"`
+	HumanAssistPendingCount          int               `json:"humanAssistPendingCount"`
+	HumanAssistObservedCount         int               `json:"humanAssistObservedCount"`
+	CollaborationWaitingCount        int               `json:"collaborationWaitingCount"`
+	CollaborationTakeoverCount       int               `json:"collaborationTakeoverCount"`
+	TodayCollaborationSupplemented   int               `json:"todayCollaborationSupplemented"`
+	TodayCollaborationTakeovers      int               `json:"todayCollaborationTakeovers"`
+}
+
+type AutoReplyEngine struct {
+	mu              sync.Mutex
+	config          config.AutoReplyConfig
+	queue           chan AutoReplyJob
+	dedupe          map[string]time.Time
+	cooldowns       map[string]time.Time
+	groupNames      map[string]string
+	accountNames    map[int32][]string
+	identityCaches  map[int32]*autoReplyIdentityCache
+	identityLookups map[string]time.Time
+	identityGroups  map[int32]map[string]autoReplyGroupOption
+	identityWait    bool
+	contextEntries  map[string][]autoReplyContextEntry
+	humanPending    map[string]*humanAssistPending
+	collaborations  map[string]*collaborationSession
+	autoSent        map[string]time.Time
+	records         []AutoReplyRecord
+	nextRecordID    int64
+	status          AutoReplyStatus
+	startedAt       time.Time
+	enabledAt       time.Time
+	index           *KnowledgeIndex
+	embeddingIndex  *EmbeddingIndex
+}
+
+type AutoReplyJob struct {
+	ClientID          int32
+	RawData           map[string]interface{}
+	ReceivedAt        time.Time
+	SkipHumanAssist   bool
+	SkipCollaboration bool
+	ForceNoCooldown   bool
+	SupplementReason  string
+}
+
+type autoReplyTimings struct {
+	KnowledgeDurationMS  int64
+	KeywordDurationMS    int64
+	VectorDurationMS     int64
+	RerankDurationMS     int64
+	AIDurationMS         int64
+	TotalDurationMS      int64
+	KeywordScore         float64
+	VectorScore          float64
+	RerankScore          float64
+	RetrievalMode        string
+	UsedKnowledgeSources []string
+}
+
+var autoReplyEngine *AutoReplyEngine
+
+func initAutoReplyEngine() {
+	cfg := config.NewDefaultAutoReplyConfig()
+	if appConfig := config.GetGlobalConfig(); appConfig != nil {
+		appConfig.ApplyDefaults()
+		cfg = appConfig.AutoReplyConfig
+	}
+	now := time.Now()
+	autoReplyEngine = &AutoReplyEngine{
+		config:          cfg,
+		queue:           make(chan AutoReplyJob, 200),
+		dedupe:          make(map[string]time.Time),
+		cooldowns:       make(map[string]time.Time),
+		groupNames:      make(map[string]string),
+		accountNames:    make(map[int32][]string),
+		identityCaches:  make(map[int32]*autoReplyIdentityCache),
+		identityLookups: make(map[string]time.Time),
+		identityGroups:  make(map[int32]map[string]autoReplyGroupOption),
+		contextEntries:  make(map[string][]autoReplyContextEntry),
+		humanPending:    make(map[string]*humanAssistPending),
+		collaborations:  make(map[string]*collaborationSession),
+		autoSent:        make(map[string]time.Time),
+		status: AutoReplyStatus{
+			Enabled:             cfg.Enabled,
+			Running:             cfg.Enabled,
+			RetrievalMode:       cfg.Retrieval.RetrievalMode,
+			EmbeddingModel:      cfg.Retrieval.EmbeddingModel,
+			EmbeddingDimensions: cfg.Retrieval.EmbeddingDimensions,
+			ReasonCounts:        make(map[string]int),
+		},
+		startedAt:      now,
+		enabledAt:      autoReplyEnabledAt(cfg.Enabled, now),
+		index:          NewKnowledgeIndex(),
+		embeddingIndex: NewEmbeddingIndex(cfg.Retrieval.EmbeddingModel, cfg.Retrieval.EmbeddingDimensions),
+	}
+	if err := autoReplyEngine.loadKnowledgeIndex(); err != nil {
+		autoReplyEngine.setLastErrorWithScope(autoReplyErrorScopeKnowledge, err.Error())
+	}
+	if err := autoReplyEngine.loadEmbeddingIndex(); err != nil {
+		autoReplyEngine.setLastErrorWithScope(autoReplyErrorScopeKnowledge, err.Error())
+	}
+	if err := autoReplyEngine.loadIdentityCache(); err != nil {
+		autoReplyEngine.setLastErrorWithScope(autoReplyErrorScopeIdentity, "身份缓存加载失败: "+err.Error())
+	}
+	if err := autoReplyEngine.loadContextCache(); err != nil {
+		autoReplyEngine.setLastErrorWithScope(autoReplyErrorScopeRecords, "conversation context load failed: "+err.Error())
+	}
+	if cfg.Knowledge.AutoRebuildOnStart {
+		go func() {
+			if _, err := autoReplyEngine.rebuildKnowledgeIndex(); err != nil {
+				autoReplyEngine.setLastErrorWithScope(autoReplyErrorScopeKnowledge, err.Error())
+			}
+		}()
+	}
+	if cfg.Identity.RefreshOnStart {
+		autoReplyEngine.refreshIdentityContactsAsync("startup")
+	}
+	go autoReplyEngine.identityRefreshLoop()
+	go autoReplyEngine.collaborationSweepLoop()
+	go autoReplyEngine.worker()
+}
+
+func getAutoReplyEngine() *AutoReplyEngine {
+	if autoReplyEngine == nil {
+		initAutoReplyEngine()
+	}
+	return autoReplyEngine
+}
+
+func (e *AutoReplyEngine) reloadConfig() {
+	appConfig, err := config.ReloadGlobalConfig()
+	if err != nil {
+		e.setLastErrorWithScope(autoReplyErrorScopeListen, err.Error())
+		return
+	}
+	if appConfig == nil {
+		return
+	}
+	appConfig.ApplyDefaults()
+	e.mu.Lock()
+	wasEnabled := e.config.Enabled
+	e.config = appConfig.AutoReplyConfig
+	e.status.Enabled = e.config.Enabled
+	e.status.Running = e.config.Enabled
+	if e.config.Enabled && !wasEnabled {
+		e.enabledAt = time.Now()
+	} else if !e.config.Enabled {
+		e.enabledAt = time.Time{}
+	} else if e.config.Enabled && e.enabledAt.IsZero() {
+		e.enabledAt = time.Now()
+	}
+	e.status.RetrievalMode = e.config.Retrieval.RetrievalMode
+	e.status.EmbeddingModel = e.config.Retrieval.EmbeddingModel
+	e.status.EmbeddingDimensions = e.config.Retrieval.EmbeddingDimensions
+	if hasManualIdentityFallback(e.config.Identity) && isIdentityEmptyCacheWarning(e.status.IdentityRefreshError) {
+		e.status.IdentityRefreshError = ""
+	}
+	e.mu.Unlock()
+	if err := e.loadKnowledgeIndex(); err != nil {
+		e.setLastErrorWithScope(autoReplyErrorScopeKnowledge, err.Error())
+	}
+	if err := e.loadEmbeddingIndex(); err != nil {
+		e.setLastErrorWithScope(autoReplyErrorScopeKnowledge, err.Error())
+	}
+	if err := e.loadIdentityCache(); err != nil {
+		e.setLastErrorWithScope(autoReplyErrorScopeIdentity, "身份缓存加载失败: "+err.Error())
+	}
+	if err := e.loadContextCache(); err != nil {
+		e.setLastErrorWithScope(autoReplyErrorScopeRecords, "conversation context load failed: "+err.Error())
+	}
+	if e.config.Identity.RefreshOnStart {
+		e.refreshIdentityContactsAsync("reload")
+	}
+}
+
+func autoReplyEnabledAt(enabled bool, fallback time.Time) time.Time {
+	if !enabled {
+		return time.Time{}
+	}
+	if fallback.IsZero() {
+		return time.Now()
+	}
+	return fallback
+}
+
+func (e *AutoReplyEngine) snapshotStatus() AutoReplyStatus {
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	status := e.status
+	status.LastMessages = append([]AutoReplyRecord(nil), e.records...)
+	status.KnowledgeFailedFiles = append([]string(nil), e.status.KnowledgeFailedFiles...)
+	status.ReasonCounts = copyStringIntMap(e.status.ReasonCounts)
+	status.RobotUserIDs = knownRobotUserIDsSnapshot()
+	status.IdentityScope = e.currentIdentityScope()
+	status.HumanAssistPendingCount = len(e.humanPending)
+	waiting, takeover := e.collaborationCountsLocked()
+	status.CollaborationWaitingCount = waiting
+	status.CollaborationTakeoverCount = takeover
+	return status
+}
+
+func (e *AutoReplyEngine) setLastError(msg string) {
+	e.setLastErrorWithScope(inferAutoReplyErrorScope(msg), msg)
+}
+
+func (e *AutoReplyEngine) setLastErrorWithScope(scope string, msg string) {
+	scope = normalizeAutoReplyErrorScope(scope)
+	if scope == "" {
+		scope = inferAutoReplyErrorScope(msg)
+	}
+	e.mu.Lock()
+	e.status.LastError = msg
+	if strings.TrimSpace(msg) == "" {
+		e.status.LastErrorScope = ""
+	} else {
+		e.status.LastErrorScope = scope
+	}
+	e.mu.Unlock()
+	if msg != "" && globalLogger != nil {
+		globalLogger.Warn("[自动客服] %s", msg)
+	}
+}
+
+func normalizeAutoReplyErrorScope(scope string) string {
+	switch strings.TrimSpace(scope) {
+	case autoReplyErrorScopeListen:
+		return autoReplyErrorScopeListen
+	case autoReplyErrorScopeAI:
+		return autoReplyErrorScopeAI
+	case autoReplyErrorScopeKnowledge:
+		return autoReplyErrorScopeKnowledge
+	case autoReplyErrorScopeHandoff:
+		return autoReplyErrorScopeHandoff
+	case autoReplyErrorScopeIdentity:
+		return autoReplyErrorScopeIdentity
+	case autoReplyErrorScopeRecords:
+		return autoReplyErrorScopeRecords
+	default:
+		return ""
+	}
+}
+
+func inferAutoReplyErrorScope(msg string) string {
+	text := strings.TrimSpace(msg)
+	if text == "" {
+		return ""
+	}
+	lower := strings.ToLower(text)
+	switch {
+	case strings.Contains(text, "AI请求失败") || strings.Contains(text, "AI 请求失败") || strings.Contains(text, "AI 测试失败"):
+		return autoReplyErrorScopeAI
+	case strings.Contains(text, "联系人身份") || strings.Contains(text, "身份查询") ||
+		strings.Contains(text, "未知身份拦截回复失败") || strings.Contains(text, "内部员工拦截回复失败"):
+		return autoReplyErrorScopeIdentity
+	case strings.Contains(text, "转人工发送失败") || strings.Contains(text, "测试私信失败") ||
+		strings.Contains(text, "人工名片") || strings.Contains(text, "客户名片") || strings.Contains(text, "客户说明"):
+		return autoReplyErrorScopeHandoff
+	case strings.Contains(text, "知识库") || strings.Contains(text, "知识索引") ||
+		strings.Contains(text, "向量召回") || strings.Contains(text, "重排序") ||
+		strings.Contains(text, "重建失败") || strings.Contains(text, "索引") ||
+		strings.Contains(lower, "embedding") || strings.Contains(lower, "rerank"):
+		return autoReplyErrorScopeKnowledge
+	case strings.Contains(text, "开启失败") || strings.Contains(text, "关闭失败") ||
+		strings.Contains(text, "保存失败") || strings.Contains(text, "加载自动客服配置失败") ||
+		strings.Contains(text, "重载") || strings.Contains(text, "监听") || strings.Contains(text, "启动"):
+		return autoReplyErrorScopeListen
+	default:
+		return autoReplyErrorScopeRecords
+	}
+}
+
+func (e *AutoReplyEngine) addRecord(record AutoReplyRecord) {
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	e.nextRecordID++
+	record.ID = e.nextRecordID
+	if record.Time == "" {
+		record.Time = time.Now().Format("2006-01-02 15:04:05")
+	}
+	e.records = append([]AutoReplyRecord{record}, e.records...)
+	if len(e.records) > autoReplyRecordLimit {
+		e.records = e.records[:autoReplyRecordLimit]
+	}
+}
+
+func (e *AutoReplyEngine) incStatus(field string) {
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	switch field {
+	case "received":
+		e.status.TodayReceived++
+	case "replied":
+		e.status.TodayReplied++
+	case "handoff":
+		e.status.TodayHandoff++
+	case "ignored":
+		e.status.TodayIgnored++
+	case "ai_failed":
+		e.status.TodayAIFailed++
+	case "collaboration_supplemented":
+		e.status.TodayCollaborationSupplemented++
+	case "collaboration_takeover":
+		e.status.TodayCollaborationTakeovers++
+	}
+}
+
+func (e *AutoReplyEngine) noteReason(reason string) {
+	if reason == "" {
+		return
+	}
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	if e.status.ReasonCounts == nil {
+		e.status.ReasonCounts = make(map[string]int)
+	}
+	e.status.ReasonCounts[reason]++
+}
+
+func (e *AutoReplyEngine) setLastDurations(timings autoReplyTimings) {
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	e.status.LastKnowledgeDurationMS = timings.KnowledgeDurationMS
+	e.status.LastKeywordDurationMS = timings.KeywordDurationMS
+	e.status.LastVectorDurationMS = timings.VectorDurationMS
+	e.status.LastRerankDurationMS = timings.RerankDurationMS
+	e.status.LastAIDurationMS = timings.AIDurationMS
+	e.status.LastTotalDurationMS = timings.TotalDurationMS
+}
+
+func (e *AutoReplyEngine) setLastRetrievalScores(keywordScore float64, vectorScore float64, rerankScore float64) {
+	e.mu.Lock()
+	defer e.mu.Unlock()
+	e.status.LastKeywordScore = keywordScore
+	e.status.LastVectorScore = vectorScore
+	e.status.LastRerankScore = rerankScore
+}
+
+func copyStringIntMap(src map[string]int) map[string]int {
+	if len(src) == 0 {
+		return map[string]int{}
+	}
+	dst := make(map[string]int, len(src))
+	for key, value := range src {
+		dst[key] = value
+	}
+	return dst
+}