kfid路由窗口: 5类别映射企微客服链接（ROUTING_TARGETS配置化，弃用business_contacts个人名片）+ send_service_card新函数 + ContactCard支持service_url点击打开客服会话（行政→机票酒店前台/人力→共享服务/财务→报销服务台/法务→行政法务/物业→物业服务）
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Simon
@@ -35,6 +35,61 @@ from app.services.ws_manager import manager as ws_manager
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logger = logging.getLogger(__name__)
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# =============================================================================
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# 路由目标配置（v4.0 2026-07-18：企微客服 kfid 窗口，替代个人名片）
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# =============================================================================
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# 说明：用户提供的「公共咨询统一联系窗口」清单（企微客服 kfid 链接）。
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# 优势：人员变动不影响路由（客服窗口由团队维护），卡片点击直达客服会话。
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# 原 business_contacts 个人名片方案弃用（表保留，路由逻辑不再读表）。
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#
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# 映射规则：Dify 输出的 business_category（5 类别） → 清单中最贴近的服务窗口。
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# - 行政（打印机/复印机/保洁/名片印刷/行政杂事）→ 机票酒店前台（行政前台受理）
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# - 人力资源（工牌/考勤/入离职/社保）→ 人力资源共享服务咨询
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# - 财务（报销/发票/工资/付款）→ 总部报销服务台
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# - 法务（合同/协议/盖章/律师）→ 行政法务团队
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# - 行政-物业（空调/灯/门禁卡/车位/物业维修）→ 物业服务
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# =============================================================================
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ROUTING_TARGETS: dict[str, dict[str, str]] = {
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"行政": {
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"service_name": "机票酒店前台",
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"description": "受理和咨询快递、访客、失物招领及行政办公相关事宜",
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"url": "https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAAV00zNJGfmuA0aG1c2qCDnQ",
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},
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"人力资源": {
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"service_name": "人力资源共享服务咨询",
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"description": "咨询和处理人力资源相关问题（工牌/考勤/入离职/社保公积金等）",
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"url": "https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAAvSRL5i5b_Xia8vCmFc2gRw",
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},
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"财务": {
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"service_name": "总部报销服务台",
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"description": "咨询和处理总部报销系统相关问题",
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"url": "https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAAG4HC1zWJtPuALPKl2X6jcw",
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},
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"法务": {
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"service_name": "行政法务团队",
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"description": "可咨询合同、合规、劳动争议、法律案件纠纷、外部检查、其他法律问题",
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"url": "https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAABF746pGAY5WZ0mOTP6kGKA",
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},
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"行政-物业": {
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"service_name": "物业服务",
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"description": "咨询和处理物业相关问题（空调/照明/门禁卡/车位/维修等）",
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"url": "https://work.weixin.qq.com/nl/innerkfid/ikfCtcYBwAAUtkMyOToCZqe42ZBDupVEQ",
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},
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}
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def get_routing_target(business_category: str) -> Optional[dict[str, str]]:
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"""按业务类别获取路由目标窗口配置（kfid 客服链接）。
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Args:
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business_category: Dify 输出的业务类别（行政/人力资源/财务/法务/行政-物业）
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Returns:
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dict: {service_name, description, url}；未配置返回 None
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"""
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return ROUTING_TARGETS.get(business_category)
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# =============================================================================
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# 共享 httpx 客户端（v4.0 P1-2：修复每次调用新建连接的泄漏问题）
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# =============================================================================
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@@ -240,6 +295,194 @@ async def get_contact_by_category(db, category: str) -> Optional[BusinessContact
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# 名片三段式发送
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# =============================================================================
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async def send_service_card(
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db,
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conversation: Conversation,
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employee_id: str,
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target: dict[str, str],
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reason: str,
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business_category: str,
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routing_confidence: float,
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) -> None:
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"""发送服务窗口卡片消息（v4.0 kfid 模式：路由文本 → contact_card → 系统提示）。
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与 send_contact_card 的差异：
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- 数据来源：ROUTING_TARGETS 配置（kfid 客服窗口），非 business_contacts 表
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- extra_data.contact 构造为窗口信息（name=服务名, responsibility=描述, service_url=kfid链接）
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- 前端 ContactCard 检测 service_url 存在时，点击改为打开 kfid 客服会话
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Args:
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db: 异步 DB session
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conversation: 当前会话对象
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employee_id: 员工企微 UserID
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target: get_routing_target 返回的窗口配置 {service_name, description, url}
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reason: 路由说明文本
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business_category: 业务类别
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routing_confidence: 路由置信度
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"""
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# 构造窗口名片数据（字段对齐前端 ContactCard 的 ContactInfo 接口）
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contact_data: dict[str, Any] = {
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"id": 0,
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"name": target["service_name"],
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"gender": "",
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"department": "企业微信-通讯录-员工服务",
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"position": "公共咨询服务窗口",
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"responsibility": target["description"],
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"extension": "",
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"service_area": "",
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"wecom_userid": "", # kfid 模式无个人 userid
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"avatar_url": "",
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"business_category": business_category,
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"service_url": target["url"], # 前端检测此字段 → 点击打开链接
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}
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extra_data: dict[str, Any] = {
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"contact": contact_data,
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"routing_reason": reason,
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"business_category": business_category,
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"routing_confidence": routing_confidence,
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}
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# === 1. 路由说明文本消息 ===
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routing_text_msg = Message(
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conversation_id=conversation.id,
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sender_type="ai",
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sender_id="ai_bot",
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sender_name="Duckula（达寇拉）",
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content=reason,
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msg_type="text",
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is_read=True,
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)
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db.add(routing_text_msg)
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await db.flush()
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await ws_manager.broadcast_to_employees([employee_id], {
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"type": "ai_reply",
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"data": {
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"message_id": str(routing_text_msg.id),
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"conversation_id": str(conversation.id),
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"sender_type": "ai",
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"sender_id": "ai_bot",
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"sender_name": "Duckula（达寇拉）",
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"content": reason,
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"msg_type": "text",
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"is_guidance": False,
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"ai_reply_count": conversation.ai_substantive_reply_count,
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"can_call_agent": conversation.ai_substantive_reply_count >= 3,
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"conversation_status": conversation.status,
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},
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})
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try:
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await ws_manager.broadcast({
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"type": "new_message",
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"data": {
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"conversation_id": str(conversation.id),
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"message_id": str(routing_text_msg.id),
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"sender_type": "ai",
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"sender_id": "ai_bot",
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"sender_name": "Duckula（达寇拉）",
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"content": reason,
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"msg_type": "text",
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},
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})
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except Exception as ws_err:
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logger.warning(f"路由文本 WS 广播给坐席失败: {ws_err}")
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# === 2. contact_card 窗口卡片消息 ===
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service_card_msg = Message(
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conversation_id=conversation.id,
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sender_type="ai",
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sender_id="ai_bot",
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sender_name="Duckula（达寇拉）",
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content=f"为您推荐{business_category}服务窗口：{target['service_name']}",
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msg_type="contact_card",
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extra_data=extra_data,
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is_read=True,
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)
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db.add(service_card_msg)
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await db.flush()
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await ws_manager.broadcast_to_employees([employee_id], {
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"type": "ai_reply",
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"data": {
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"message_id": str(service_card_msg.id),
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"conversation_id": str(conversation.id),
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"sender_type": "ai",
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"sender_id": "ai_bot",
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"sender_name": "Duckula（达寇拉）",
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"content": f"为您推荐{business_category}服务窗口：{target['service_name']}",
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"msg_type": "contact_card",
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"extra_data": extra_data,
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"is_guidance": False,
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"ai_reply_count": conversation.ai_substantive_reply_count,
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"can_call_agent": conversation.ai_substantive_reply_count >= 3,
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"conversation_status": conversation.status,
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},
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})
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try:
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await ws_manager.broadcast({
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"type": "new_message",
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"data": {
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"conversation_id": str(conversation.id),
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"message_id": str(service_card_msg.id),
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"sender_type": "ai",
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"sender_id": "ai_bot",
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"sender_name": "Duckula（达寇拉）",
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"content": f"为您推荐{business_category}服务窗口：{target['service_name']}",
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"msg_type": "contact_card",
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"extra_data": extra_data,
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},
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})
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except Exception as ws_err:
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logger.warning(f"窗口卡片 WS 广播给坐席失败: {ws_err}")
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# === 3. 系统提示消息 ===
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hint_msg = Message(
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conversation_id=conversation.id,
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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="点击上方卡片可直接联系服务窗口（企微客服会话）",
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msg_type="system",
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is_read=True,
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)
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db.add(hint_msg)
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await db.flush()
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await ws_manager.broadcast_to_employees([employee_id], {
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"type": "ai_reply",
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"data": {
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"message_id": str(hint_msg.id),
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"conversation_id": str(conversation.id),
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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": "点击上方卡片可直接联系服务窗口（企微客服会话）",
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"msg_type": "system",
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"is_guidance": False,
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"ai_reply_count": conversation.ai_substantive_reply_count,
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"can_call_agent": conversation.ai_substantive_reply_count >= 3,
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"conversation_status": conversation.status,
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},
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})
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try:
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await ws_manager.broadcast({
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"type": "new_message",
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"data": {
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"conversation_id": str(conversation.id),
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"message_id": str(hint_msg.id),
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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": "点击上方卡片可直接联系服务窗口（企微客服会话）",
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"msg_type": "system",
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},
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})
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except Exception as ws_err:
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logger.warning(f"系统提示 WS 广播给坐席失败: {ws_err}")
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await db.commit()
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async def send_contact_card(
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db,
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conversation: Conversation,
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