chore: 整理项目结构，清理归档文件，更新部署配置
This commit is contained in:
Simon
@@ -0,0 +1,42 @@
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# =============================================================================
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# 会话服务模块 (conversation)
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# =============================================================================
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# 说明：会话生命周期管理，包括会话创建、状态流转、坐席分配等
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#
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# 本模块包含：
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# - SessionService: 会话状态管理服务（原始）
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# - SessionLifecycleService: 会话生命周期服务（拆分）
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# - SessionQueryService: 会话查询服务（拆分）
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# - SessionCollaborationService: 会话协作服务（拆分）
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# - SessionParticipantService: 会话参与者服务（拆分）
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# - MessageRouter: 消息路由服务
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# - WsManager: WebSocket 连接管理
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#
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# 迁移说明：
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# 旧导入路径：from app.services import SessionService
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# 新导入路径：from app.services.conversation import SessionService
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# 两者均支持（向后兼容）
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# =============================================================================
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# 重新导出会话服务类
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from app.services.session_service import SessionService
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from app.services.message_router import MessageRouter
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from app.services.ws_manager import ConnectionManager
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# 拆分后的服务（新）
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from app.services.conversation.session_lifecycle_service import SessionLifecycleService
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from app.services.conversation.session_query_service import SessionQueryService
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from app.services.conversation.session_collaboration_service import SessionCollaborationService
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from app.services.conversation.session_participant_service import SessionParticipantService
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__all__ = [
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# 原始服务（向后兼容）
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"SessionService",
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"MessageRouter",
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"ConnectionManager",
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# 拆分后的服务（新）
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"SessionLifecycleService",
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"SessionQueryService",
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"SessionCollaborationService",
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"SessionParticipantService",
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]
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@@ -0,0 +1,275 @@
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# =============================================================================
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# 企微IT智能服务台 — 会话协作服务
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# =============================================================================
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# 说明：会话协作相关功能
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# 1. 邀请协作坐席
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# 2. 移除协作坐席
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# 3. 转接会话
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# =============================================================================
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import json
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import logging
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from datetime import datetime
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from typing import List, Optional
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from uuid import UUID
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from sqlalchemy import and_, select
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.models.agent import Agent
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from app.models.conversation import Conversation
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from app.services.wecom_service import WecomService
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from app.utils.response import AppException
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logger = logging.getLogger(__name__)
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class SessionCollaborationService:
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"""会话协作服务。
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提供会话协作（邀请、转接）功能。
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"""
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def __init__(
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self,
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db: AsyncSession,
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wecom_service: Optional[WecomService] = None,
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):
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"""初始化会话协作服务。
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Args:
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db: 异步数据库会话
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wecom_service: 企微 API 服务（可选）
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"""
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self.db = db
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self.wecom_service = wecom_service
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# --------------------------------------------------------------------------
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# 邀请协作坐席
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# --------------------------------------------------------------------------
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async def invite_collaborator(
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self,
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conversation_id: UUID,
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collaborator_agent_id: str,
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inviter_agent_id: str,
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) -> Conversation:
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"""邀请其他坐席参与会话协作。
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Args:
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conversation_id: 会话ID
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collaborator_agent_id: 被邀请的坐席ID
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inviter_agent_id: 邀请人坐席ID
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Returns:
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Conversation: 更新后的会话对象
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"""
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conversation = await self._get_conversation(conversation_id)
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# 获取被邀请坐席信息
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stmt = select(Agent).where(Agent.agent_id == collaborator_agent_id)
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result = await self.db.execute(stmt)
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collaborator = result.scalar_one_or_none()
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if not collaborator:
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from app.utils.response import ERR_AGENT_NOT_FOUND
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raise ERR_AGENT_NOT_FOUND
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# 获取当前协作列表
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collaborating_ids = conversation.collaborating_agent_ids or []
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# 检查是否已在协作列表中
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if collaborator_agent_id in collaborating_ids:
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raise AppException(
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3020,
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f"坐席 {collaborator.name} 已在协作列表中",
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)
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# 检查是否是自己邀请自己
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if collaborator_agent_id == inviter_agent_id:
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raise AppException(
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3021,
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"不能邀请自己参与协作",
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)
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# 添加到协作列表
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collaborating_ids.append(collaborator_agent_id)
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conversation.collaborating_agent_ids = collaborating_ids
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conversation.updated_at = datetime.now()
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self.db.add(conversation)
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await self.db.flush()
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# 发送系统消息
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await self._create_system_message(
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conversation_id,
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f"坐席 {collaborator.name} 被邀请加入协作",
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)
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logger.info(
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f"邀请协作: conv_id={conversation_id}, "
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f"inviter={inviter_agent_id}, collaborator={collaborator_agent_id}"
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)
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# 发送企微通知
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if self.wecom_service:
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try:
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await self.wecom_service.send_message(
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user_id=collaborator_agent_id,
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content=f"您被邀请参与会话协作，会话ID: {conversation_id}",
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)
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except Exception as e:
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logger.warning(f"发送协作邀请通知失败: {e}")
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return conversation
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# --------------------------------------------------------------------------
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# 移除协作坐席
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# --------------------------------------------------------------------------
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async def leave_collaboration(
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self,
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conversation_id: UUID,
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collaborator_agent_id: str,
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) -> Conversation:
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"""移除协作坐席。
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Args:
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conversation_id: 会话ID
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collaborator_agent_id: 要移除的坐席ID
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Returns:
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Conversation: 更新后的会话对象
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"""
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conversation = await self._get_conversation(conversation_id)
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# 获取当前协作列表
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collaborating_ids = conversation.collaborating_agent_ids or []
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# 检查是否在协作列表中
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if collaborator_agent_id not in collaborating_ids:
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raise AppException(
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3022,
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"该坐席不在协作列表中",
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)
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# 从协作列表中移除
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collaborating_ids.remove(collaborator_agent_id)
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conversation.collaborating_agent_ids = collaborating_ids
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conversation.updated_at = datetime.now()
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self.db.add(conversation)
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await self.db.flush()
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# 发送系统消息
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await self._create_system_message(
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conversation_id,
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f"坐席 {collaborator_agent_id} 退出协作",
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)
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logger.info(
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f"移除协作: conv_id={conversation_id}, "
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f"collaborator={collaborator_agent_id}"
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)
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return conversation
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# --------------------------------------------------------------------------
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# 转接会话
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# --------------------------------------------------------------------------
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async def transfer_conversation(
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self,
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conversation_id: UUID,
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from_agent_id: str,
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to_agent_id: str,
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) -> Conversation:
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"""将会话转接给其他坐席。
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Args:
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conversation_id: 会话ID
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from_agent_id: 当前坐席ID
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to_agent_id: 目标坐席ID
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Returns:
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Conversation: 更新后的会话对象
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"""
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conversation = await self._get_conversation(conversation_id)
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# 校验权限：只有当前负责的坐席可以转接
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if conversation.assigned_agent_id != from_agent_id:
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raise AppException(
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3023,
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"只有当前负责的坐席可以转接会话",
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)
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# 获取目标坐席信息
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stmt = select(Agent).where(Agent.agent_id == to_agent_id)
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result = await self.db.execute(stmt)
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to_agent = result.scalar_one_or_none()
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if not to_agent:
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from app.utils.response import ERR_AGENT_NOT_FOUND
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raise ERR_AGENT_NOT_FOUND
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# 检查目标坐席是否已经有该会话
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if conversation.assigned_agent_id == to_agent_id:
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raise AppException(
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3024,
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"该坐席已经是会话负责人",
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)
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# 更新会话负责人
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conversation.assigned_agent_id = to_agent_id
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conversation.updated_at = datetime.now()
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self.db.add(conversation)
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await self.db.flush()
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# 发送系统消息
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await self._create_system_message(
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conversation_id,
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f"会话已转接给坐席 {to_agent.name}",
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)
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logger.info(
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f"会话转接: conv_id={conversation_id}, "
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f"from={from_agent_id}, to={to_agent_id}"
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)
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# 发送企微通知
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if self.wecom_service:
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try:
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await self.wecom_service.send_agent_assigned_notification(
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employee_id=conversation.employee_id,
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agent_name=to_agent.name,
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)
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except Exception as e:
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logger.warning(f"发送转接通知失败: {e}")
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return conversation
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# --------------------------------------------------------------------------
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# 内部方法
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# --------------------------------------------------------------------------
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async def _get_conversation(self, conversation_id: UUID) -> Conversation:
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"""获取会话对象。"""
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stmt = select(Conversation).where(Conversation.id == conversation_id)
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result = await self.db.execute(stmt)
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conversation = result.scalar_one_or_none()
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if not conversation:
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from app.utils.response import ERR_CONVERSATION_NOT_FOUND
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raise ERR_CONVERSATION_NOT_FOUND
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return conversation
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async def _create_system_message(
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self, conversation_id: UUID, content: str
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) -> None:
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"""创建系统消息（内部方法，由协作操作调用）。"""
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from app.models.message import Message
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message = Message(
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conversation_id=conversation_id,
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message_type="system",
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sender_type="system",
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sender_id="system",
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sender_name="系统",
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content=content,
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)
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self.db.add(message)
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await self.db.flush()
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@@ -0,0 +1,341 @@
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# =============================================================================
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# 企微IT智能服务台 — 会话生命周期服务
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# =============================================================================
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# 说明：管理会话的完整生命周期
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# 1. 创建会话（新员工发消息时自动创建）
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# 2. 更新会话状态（queued → serving → resolved）
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# 3. 分配坐席
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# 4. 结单
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# 5. 置顶/取消置顶
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# 6. 待办/取消待办
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# =============================================================================
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import logging
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from datetime import datetime
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from typing import Optional
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from uuid import UUID
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from sqlalchemy import and_, desc, func, select
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from sqlalchemy.ext.asyncio import AsyncSession
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from app.models.agent import Agent
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from app.models.conversation import Conversation
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from app.services.wecom_service import WecomService
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from app.utils.response import (
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AppException,
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ERR_AGENT_BUSY,
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ERR_AGENT_NOT_FOUND,
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ERR_CONVERSATION_NOT_FOUND,
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ERR_CONVERSATION_RESOLVED,
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ERR_DUPLICATE_ASSIGN,
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)
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logger = logging.getLogger(__name__)
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class SessionLifecycleService:
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"""会话生命周期管理服务。
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管理会话的完整生命周期，实现会话状态流转和坐席分配逻辑。
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"""
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def __init__(
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self,
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db: AsyncSession,
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wecom_service: Optional[WecomService] = None,
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):
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"""初始化会话生命周期服务。
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Args:
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db: 异步数据库会话
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wecom_service: 企微 API 服务（用于坐席接入时发送通知，可选）
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"""
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self.db = db
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self.wecom_service = wecom_service
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# --------------------------------------------------------------------------
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# 创建会话
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# --------------------------------------------------------------------------
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async def create_conversation(
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self,
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employee_id: str,
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employee_name: str = "",
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department: str = "",
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position: str = "",
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level: str = "",
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) -> Conversation:
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"""创建新会话。
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当员工首次发消息或摇人时自动创建。
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新会话默认状态为 queued（排队等坐席）。
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Args:
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employee_id: 企微员工 UserID
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employee_name: 员工姓名
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department: 部门
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position: 岗位
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level: 等级
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Returns:
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Conversation: 新创建的会话对象
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"""
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conversation = Conversation(
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employee_id=employee_id,
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employee_name=employee_name,
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department=department,
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position=position,
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level=level,
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status="queued",
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is_vip=False,
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is_pinned=False,
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is_todo=False,
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urgency_score=1,
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tags={},
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)
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self.db.add(conversation)
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await self.db.flush()
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logger.info(f"创建会话: conv_id={conversation.id}, employee={employee_id}")
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return conversation
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# --------------------------------------------------------------------------
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# 更新会话状态
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# --------------------------------------------------------------------------
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async def update_status(
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self, conversation_id: UUID, new_status: str
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) -> Conversation:
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"""更新会话状态。
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状态流转规则：
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- queued → serving: 坐席接单
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- serving → resolved: 结单
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- queued → resolved: 直接结单（排队中员工问题已自行解决）
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Args:
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conversation_id: 会话ID
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new_status: 新状态（queued/serving/resolved/ai_handling）
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|
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Returns:
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Conversation: 更新后的会话对象
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|
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Raises:
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AppException: 会话不存在或状态流转不合法
|
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"""
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conversation = await self._get_conversation(conversation_id)
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# 校验状态流转合法性
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valid_transitions = {
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"queued": ["serving", "resolved"],
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"serving": ["resolved"],
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"ai_handling": ["queued", "serving", "resolved"],
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"resolved": [], # 已结单不能再改状态
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}
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allowed = valid_transitions.get(conversation.status, [])
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if new_status not in allowed and new_status != conversation.status:
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raise AppException(
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3010,
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f"会话状态流转不合法: {conversation.status} → {new_status}",
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)
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# 如果是已结单，不能再改状态
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if conversation.status == "resolved":
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raise ERR_CONVERSATION_RESOLVED
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conversation.status = new_status
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||||
conversation.updated_at = datetime.now()
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self.db.add(conversation)
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await self.db.flush()
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||||
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||||
logger.info(
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||||
f"会话状态更新: conv_id={conversation_id}, "
|
||||
f"{conversation.status} → {new_status}"
|
||||
)
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||||
return conversation
|
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|
||||
# --------------------------------------------------------------------------
|
||||
# 分配坐席（接单）
|
||||
# --------------------------------------------------------------------------
|
||||
async def assign_agent(
|
||||
self, conversation_id: UUID, agent_id: str
|
||||
) -> Conversation:
|
||||
"""分配坐席（坐席接单）。
|
||||
|
||||
将会话分配给指定坐席，状态从 queued 变为 serving。
|
||||
如果坐席当前服务会话数已达上限，返回错误。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
agent_id: 坐席ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
|
||||
Raises:
|
||||
AppException: 会话不存在/已结单/坐席不存在/坐席忙碌
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 检查会话状态：只有 queued 和 ai_handling 可以被接单
|
||||
if conversation.status not in ["queued", "ai_handling"]:
|
||||
raise AppException(
|
||||
3009,
|
||||
f"当前会话状态为 {conversation.status}，无法接单",
|
||||
)
|
||||
|
||||
# 检查是否重复接单
|
||||
if conversation.assigned_agent_id == agent_id:
|
||||
raise ERR_DUPLICATE_ASSIGN
|
||||
|
||||
# 查询坐席信息
|
||||
stmt = select(Agent).where(Agent.agent_id == agent_id)
|
||||
result = await self.db.execute(stmt)
|
||||
agent = result.scalar_one_or_none()
|
||||
|
||||
if not agent:
|
||||
raise ERR_AGENT_NOT_FOUND
|
||||
|
||||
# 检查坐席当前服务会话数是否已达上限
|
||||
count_stmt = select(func.count(Conversation.id)).where(
|
||||
and_(
|
||||
Conversation.assigned_agent_id == agent_id,
|
||||
Conversation.status == "serving",
|
||||
)
|
||||
)
|
||||
count_result = await self.db.execute(count_stmt)
|
||||
current_count = count_result.scalar() or 0
|
||||
|
||||
if current_count >= agent.max_sessions:
|
||||
raise ERR_AGENT_BUSY
|
||||
|
||||
# 更新会话
|
||||
conversation.assigned_agent_id = agent_id
|
||||
conversation.status = "serving"
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
logger.info(
|
||||
f"会话分配: conv_id={conversation_id}, agent={agent_id}"
|
||||
)
|
||||
|
||||
# 发送企微通知给员工（可选）
|
||||
if self.wecom_service:
|
||||
try:
|
||||
await self.wecom_service.send_agent_connected_notification(
|
||||
employee_id=conversation.employee_id,
|
||||
agent_name=agent.name,
|
||||
)
|
||||
except Exception as e:
|
||||
logger.warning(f"发送企微通知失败: {e}")
|
||||
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 结单
|
||||
# --------------------------------------------------------------------------
|
||||
async def resolve_conversation(
|
||||
self, conversation_id: UUID, resolution_summary: str = ""
|
||||
) -> Conversation:
|
||||
"""结单。
|
||||
|
||||
将会话标记为 resolved，记录解决摘要。
|
||||
只有 serving 状态的会话可以结单。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
resolution_summary: 解决摘要（可选）
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 只有 serving 可以结单
|
||||
if conversation.status != "serving":
|
||||
raise AppException(
|
||||
3008,
|
||||
f"只有服务中的会话可以结单，当前状态：{conversation.status}",
|
||||
)
|
||||
|
||||
conversation.status = "resolved"
|
||||
conversation.assigned_agent_id = None # 释放坐席
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
logger.info(
|
||||
f"会话结单: conv_id={conversation_id}, summary={resolution_summary}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 置顶/取消置顶
|
||||
# --------------------------------------------------------------------------
|
||||
async def toggle_pin(self, conversation_id: UUID) -> Conversation:
|
||||
"""切换会话置顶状态。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
conversation.is_pinned = not conversation.is_pinned
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
logger.info(
|
||||
f"会话置顶切换: conv_id={conversation_id}, "
|
||||
f"is_pinned={conversation.is_pinned}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 待办/取消待办
|
||||
# --------------------------------------------------------------------------
|
||||
async def toggle_todo(self, conversation_id: UUID) -> Conversation:
|
||||
"""切换会话待办状态。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
conversation.is_todo = not conversation.is_todo
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
logger.info(
|
||||
f"会话待办切换: conv_id={conversation_id}, is_todo={conversation.is_todo}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 内部方法
|
||||
# --------------------------------------------------------------------------
|
||||
async def _get_conversation(self, conversation_id: UUID) -> Conversation:
|
||||
"""获取会话对象。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
|
||||
Returns:
|
||||
Conversation: 会话对象
|
||||
|
||||
Raises:
|
||||
AppException: 会话不存在
|
||||
"""
|
||||
stmt = select(Conversation).where(Conversation.id == conversation_id)
|
||||
result = await self.db.execute(stmt)
|
||||
conversation = result.scalar_one_or_none()
|
||||
|
||||
if not conversation:
|
||||
raise ERR_CONVERSATION_NOT_FOUND
|
||||
|
||||
return conversation
|
||||
@@ -0,0 +1,281 @@
|
||||
# =============================================================================
|
||||
# 企微IT智能服务台 — 会话参与者服务
|
||||
# =============================================================================
|
||||
# 说明：会话参与者（员工）相关功能
|
||||
# 1. 邀请参与者
|
||||
# 2. 加入会话
|
||||
# 3. 移除参与者
|
||||
# 4. 退出会话
|
||||
# =============================================================================
|
||||
|
||||
import json
|
||||
import logging
|
||||
from datetime import datetime
|
||||
from typing import List, Optional
|
||||
from uuid import UUID
|
||||
|
||||
from sqlalchemy import and_, select
|
||||
from sqlalchemy.ext.asyncio import AsyncSession
|
||||
|
||||
from app.models.conversation import Conversation
|
||||
from app.services.wecom_service import WecomService
|
||||
from app.utils.response import AppException
|
||||
|
||||
logger = logging.getLogger(__name__)
|
||||
|
||||
|
||||
class SessionParticipantService:
|
||||
"""会话参与者服务。
|
||||
|
||||
提供会话参与者（员工）管理功能。
|
||||
"""
|
||||
|
||||
def __init__(
|
||||
self,
|
||||
db: AsyncSession,
|
||||
wecom_service: Optional[WecomService] = None,
|
||||
):
|
||||
"""初始化会话参与者服务。
|
||||
|
||||
Args:
|
||||
db: 异步数据库会话
|
||||
wecom_service: 企微 API 服务（可选）
|
||||
"""
|
||||
self.db = db
|
||||
self.wecom_service = wecom_service
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 邀请参与者（H5）
|
||||
# --------------------------------------------------------------------------
|
||||
async def invite_participants(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
employee_ids: List[str],
|
||||
inviter_employee_id: str,
|
||||
) -> Conversation:
|
||||
"""邀请其他员工参与会话。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
employee_ids: 被邀请的员工ID列表
|
||||
inviter_employee_id: 邀请人员工ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 获取当前参与者列表
|
||||
participants = conversation.participants or []
|
||||
|
||||
# 添加新参与者
|
||||
added = []
|
||||
for employee_id in employee_ids:
|
||||
if employee_id not in participants and employee_id != inviter_employee_id:
|
||||
participants.append(employee_id)
|
||||
added.append(employee_id)
|
||||
|
||||
if not added:
|
||||
raise AppException(
|
||||
3030,
|
||||
"没有新的参与者需要添加",
|
||||
)
|
||||
|
||||
conversation.participants = participants
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
# 广播参与者变化
|
||||
await self._broadcast_participant_change(
|
||||
conversation_id, "invited", added
|
||||
)
|
||||
|
||||
logger.info(
|
||||
f"邀请参与者: conv_id={conversation_id}, "
|
||||
f"inviter={inviter_employee_id}, added={added}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 加入会话（H5）
|
||||
# --------------------------------------------------------------------------
|
||||
async def join_conversation(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
employee_id: str,
|
||||
) -> Conversation:
|
||||
"""员工加入会话。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
employee_id: 员工ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 获取当前参与者列表
|
||||
participants = conversation.participants or []
|
||||
|
||||
# 检查是否已在参与者列表中
|
||||
if employee_id in participants:
|
||||
raise AppException(
|
||||
3031,
|
||||
"您已经在会话中",
|
||||
)
|
||||
|
||||
# 添加到参与者列表
|
||||
participants.append(employee_id)
|
||||
conversation.participants = participants
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
# 广播参与者变化
|
||||
await self._broadcast_participant_change(
|
||||
conversation_id, "joined", [employee_id]
|
||||
)
|
||||
|
||||
logger.info(
|
||||
f"员工加入会话: conv_id={conversation_id}, employee={employee_id}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 移除参与者（坐席）
|
||||
# --------------------------------------------------------------------------
|
||||
async def remove_participant(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
employee_id: str,
|
||||
operator_agent_id: str,
|
||||
) -> Conversation:
|
||||
"""移除会话参与者。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
employee_id: 被移除的员工ID
|
||||
operator_agent_id: 操作坐席ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 获取当前参与者列表
|
||||
participants = conversation.participants or []
|
||||
|
||||
# 检查是否在参与者列表中
|
||||
if employee_id not in participants:
|
||||
raise AppException(
|
||||
3032,
|
||||
"该员工不在会话参与者列表中",
|
||||
)
|
||||
|
||||
# 从参与者列表中移除
|
||||
participants.remove(employee_id)
|
||||
conversation.participants = participants
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
# 广播参与者变化
|
||||
await self._broadcast_participant_change(
|
||||
conversation_id, "removed", [employee_id]
|
||||
)
|
||||
|
||||
logger.info(
|
||||
f"移除参与者: conv_id={conversation_id}, "
|
||||
f"employee={employee_id}, operator={operator_agent_id}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 退出会话（H5）
|
||||
# --------------------------------------------------------------------------
|
||||
async def leave_as_participant(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
employee_id: str,
|
||||
) -> Conversation:
|
||||
"""员工退出会话。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
employee_id: 员工ID
|
||||
|
||||
Returns:
|
||||
Conversation: 更新后的会话对象
|
||||
"""
|
||||
conversation = await self._get_conversation(conversation_id)
|
||||
|
||||
# 获取当前参与者列表
|
||||
participants = conversation.participants or []
|
||||
|
||||
# 检查是否在参与者列表中
|
||||
if employee_id not in participants:
|
||||
raise AppException(
|
||||
3033,
|
||||
"您不在会话参与者列表中",
|
||||
)
|
||||
|
||||
# 从参与者列表中移除
|
||||
participants.remove(employee_id)
|
||||
conversation.participants = participants
|
||||
conversation.updated_at = datetime.now()
|
||||
self.db.add(conversation)
|
||||
await self.db.flush()
|
||||
|
||||
# 广播参与者变化
|
||||
await self._broadcast_participant_change(
|
||||
conversation_id, "left", [employee_id]
|
||||
)
|
||||
|
||||
logger.info(
|
||||
f"员工退出会话: conv_id={conversation_id}, employee={employee_id}"
|
||||
)
|
||||
return conversation
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 内部方法
|
||||
# --------------------------------------------------------------------------
|
||||
async def _get_conversation(self, conversation_id: UUID) -> Conversation:
|
||||
"""获取会话对象。"""
|
||||
stmt = select(Conversation).where(Conversation.id == conversation_id)
|
||||
result = await self.db.execute(stmt)
|
||||
conversation = result.scalar_one_or_none()
|
||||
|
||||
if not conversation:
|
||||
from app.utils.response import ERR_CONVERSATION_NOT_FOUND
|
||||
raise ERR_CONVERSATION_NOT_FOUND
|
||||
|
||||
return conversation
|
||||
|
||||
async def _broadcast_participant_change(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
action: str,
|
||||
employee_ids: List[str],
|
||||
) -> None:
|
||||
"""广播参与者变化事件。
|
||||
|
||||
通过 WebSocket 广播给坐席端。
|
||||
"""
|
||||
from app.services.ws_manager import ws_manager
|
||||
|
||||
event_data = {
|
||||
"type": "participant_change",
|
||||
"conversation_id": str(conversation_id),
|
||||
"action": action, # invited, joined, removed, left
|
||||
"employee_ids": employee_ids,
|
||||
}
|
||||
|
||||
try:
|
||||
await ws_manager.broadcast_to_conversation(
|
||||
str(conversation_id),
|
||||
event_data,
|
||||
)
|
||||
except Exception as e:
|
||||
logger.warning(f"WebSocket广播参与者变化失败: {e}")
|
||||
@@ -0,0 +1,214 @@
|
||||
# =============================================================================
|
||||
# 企微IT智能服务台 — 会话查询服务
|
||||
# =============================================================================
|
||||
# 说明：会话查询相关功能
|
||||
# 1. 获取会话列表（支持过滤和排序）
|
||||
# 2. 获取坐席当前服务的会话列表
|
||||
# 3. 获取单个会话详情
|
||||
# =============================================================================
|
||||
|
||||
import logging
|
||||
from datetime import datetime
|
||||
from typing import List, Optional, Tuple
|
||||
from uuid import UUID
|
||||
|
||||
from sqlalchemy import and_, case, desc, func, select
|
||||
from sqlalchemy.ext.asyncio import AsyncSession
|
||||
|
||||
from app.models.conversation import Conversation
|
||||
|
||||
logger = logging.getLogger(__name__)
|
||||
|
||||
|
||||
class SessionQueryService:
|
||||
"""会话查询服务。
|
||||
|
||||
提供会话列表查询、排序和详情获取功能。
|
||||
"""
|
||||
|
||||
def __init__(self, db: AsyncSession):
|
||||
"""初始化会话查询服务。
|
||||
|
||||
Args:
|
||||
db: 异步数据库会话
|
||||
"""
|
||||
self.db = db
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 获取会话列表（坐席端）
|
||||
# --------------------------------------------------------------------------
|
||||
async def get_conversations(
|
||||
self,
|
||||
status: Optional[str] = None,
|
||||
agent_id: Optional[str] = None,
|
||||
page: int = 1,
|
||||
page_size: int = 50,
|
||||
) -> Tuple[List[Conversation], int]:
|
||||
"""获取会话列表，支持过滤和排序。
|
||||
|
||||
排序规则（PRD 定义）：
|
||||
紧急 → 举手 → 需介入 → 活跃 → 已结单
|
||||
同级别按 last_message_at 倒序
|
||||
|
||||
实现方式：先按数据库基础排序（状态+置顶+紧急度），
|
||||
再在 Python 侧按完整规则精细排序（含 JSON tags 字段）。
|
||||
|
||||
Args:
|
||||
status: 按状态过滤（可选）
|
||||
agent_id: 按坐席ID过滤（可选，查看某坐席的会话）
|
||||
page: 页码（从1开始）
|
||||
page_size: 每页数量
|
||||
|
||||
Returns:
|
||||
tuple[List[Conversation], int]: (会话列表, 总数)
|
||||
"""
|
||||
# 构建查询条件
|
||||
conditions = []
|
||||
if status:
|
||||
conditions.append(Conversation.status == status)
|
||||
if agent_id:
|
||||
conditions.append(Conversation.assigned_agent_id == agent_id)
|
||||
|
||||
# 查询总数
|
||||
count_stmt = select(func.count(Conversation.id))
|
||||
if conditions:
|
||||
count_stmt = count_stmt.where(and_(*conditions))
|
||||
total_result = await self.db.execute(count_stmt)
|
||||
total = total_result.scalar() or 0
|
||||
|
||||
# 数据库侧基础排序（快速过滤）：
|
||||
# 置顶 > 紧急度5 > 紧急度4 > 紧急度3 > 状态排序 > 最后消息时间
|
||||
# JSON tags 字段的排序在 Python 侧完成（SQLite 不支持 JSON 操作符）
|
||||
db_order_weight = case(
|
||||
(Conversation.is_pinned == True, 1000),
|
||||
(Conversation.urgency_score >= 5, 900),
|
||||
(Conversation.urgency_score >= 4, 600),
|
||||
(Conversation.urgency_score >= 3, 300),
|
||||
(Conversation.status == "queued", 200),
|
||||
(Conversation.status == "ai_handling", 150),
|
||||
(Conversation.status == "serving", 100),
|
||||
else_=0,
|
||||
)
|
||||
|
||||
stmt = select(Conversation)
|
||||
if conditions:
|
||||
stmt = stmt.where(and_(*conditions))
|
||||
# 数据库侧先按基础权重 + 最后消息时间排序
|
||||
stmt = stmt.order_by(desc(db_order_weight), desc(Conversation.last_message_at))
|
||||
|
||||
# 查询所有符合条件的会话（数据量不大时可行；生产环境建议改用 PostgreSQL + JSONB 操作符）
|
||||
result = await self.db.execute(stmt)
|
||||
all_conversations = list(result.scalars().all())
|
||||
|
||||
# ===== Python 侧精细排序（支持 JSON tags 字段）=====
|
||||
def _sort_key(conv: Conversation):
|
||||
"""计算完整排序权重（数值越大越靠前）"""
|
||||
weight = 0
|
||||
tags = conv.tags or {}
|
||||
|
||||
# 置顶（最高优先级）
|
||||
if conv.is_pinned:
|
||||
weight += 10000
|
||||
|
||||
# 紧急度评分（越高越靠前）
|
||||
urgency = conv.urgency_score or 0
|
||||
if urgency >= 5:
|
||||
weight += 9000
|
||||
elif urgency >= 4:
|
||||
weight += 6000
|
||||
elif urgency >= 3:
|
||||
weight += 3000
|
||||
|
||||
# 举手标记
|
||||
if tags.get("hand_raise"):
|
||||
weight += 8000
|
||||
|
||||
# 需介入标记
|
||||
if tags.get("need_intervene"):
|
||||
weight += 7000
|
||||
|
||||
# 情绪标记（非 neutral）
|
||||
emotion = tags.get("emotion", "neutral")
|
||||
if emotion and emotion != "neutral":
|
||||
weight += 5000
|
||||
|
||||
# 状态排序
|
||||
status_order = {
|
||||
"queued": 2000,
|
||||
"ai_handling": 1500,
|
||||
"serving": 1000,
|
||||
"resolved": 0,
|
||||
}
|
||||
weight += status_order.get(conv.status, 0)
|
||||
|
||||
# 最后消息时间（时间戳越大越靠前，除以 1e6 归一化到合理范围）
|
||||
if conv.last_message_at:
|
||||
ts = conv.last_message_at.timestamp()
|
||||
else:
|
||||
ts = 0
|
||||
# 用 (weight, ts) 元组排序：先按 weight 降序，再按 ts 降序
|
||||
return (weight + ts / 1e6, ts)
|
||||
|
||||
all_conversations.sort(key=_sort_key, reverse=True)
|
||||
|
||||
# 分页
|
||||
start = (page - 1) * page_size
|
||||
end = start + page_size
|
||||
paginated = all_conversations[start:end]
|
||||
|
||||
logger.debug(
|
||||
f"查询会话列表: total={total}, page={page}, page_size={page_size}"
|
||||
)
|
||||
return paginated, total
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 获取坐席当前服务的会话列表
|
||||
# --------------------------------------------------------------------------
|
||||
async def get_agent_conversations(
|
||||
self,
|
||||
agent_id: str,
|
||||
page: int = 1,
|
||||
page_size: int = 50,
|
||||
) -> Tuple[List[Conversation], int]:
|
||||
"""获取坐席当前服务的会话列表。
|
||||
|
||||
Args:
|
||||
agent_id: 坐席ID
|
||||
page: 页码
|
||||
page_size: 每页数量
|
||||
|
||||
Returns:
|
||||
tuple[List[Conversation], int]: (会话列表, 总数)
|
||||
"""
|
||||
return await self.get_conversations(
|
||||
agent_id=agent_id,
|
||||
page=page,
|
||||
page_size=page_size,
|
||||
)
|
||||
|
||||
# --------------------------------------------------------------------------
|
||||
# 获取单个会话详情
|
||||
# --------------------------------------------------------------------------
|
||||
async def get_conversation(
|
||||
self,
|
||||
conversation_id: UUID,
|
||||
include_messages: bool = False,
|
||||
) -> Conversation:
|
||||
"""获取单个会话详情。
|
||||
|
||||
Args:
|
||||
conversation_id: 会话ID
|
||||
include_messages: 是否包含消息列表（暂未实现）
|
||||
|
||||
Returns:
|
||||
Conversation: 会话对象
|
||||
"""
|
||||
stmt = select(Conversation).where(Conversation.id == conversation_id)
|
||||
result = await self.db.execute(stmt)
|
||||
conversation = result.scalar_one_or_none()
|
||||
|
||||
if not conversation:
|
||||
from app.utils.response import ERR_CONVERSATION_NOT_FOUND
|
||||
raise ERR_CONVERSATION_NOT_FOUND
|
||||
|
||||
return conversation
|
||||
Reference in New Issue
Block a user