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）

backend/app/tasks/h5_ai_task.py

@@ -823,25 +823,26 @@ async def _handle_routing(
         routing_confidence = 0.75  # 降级兜底给一个略高于阈值的置信度
         logger.info(f"路由意图检测(兜底): business_category={business_category}")
 
-    # 4. 查询联系人
-    contact = await get_contact_by_category(db, business_category)
-    if not contact:
-        logger.warning(f"未找到 {business_category} 类别的联系人，跳过路由推荐")
+    # 4. 查询路由目标窗口（v4.0 kfid 配置化）
+    from app.services.routing_service import get_routing_target, send_service_card
+    target = get_routing_target(business_category)
+    if not target:
+        logger.warning(f"未配置 {business_category} 类别的路由窗口，跳过路由推荐")
         return False
 
     # 5. 构建路由说明文本
     category_display = business_category.replace("行政-物业", "物业")
     reason = (
         f"您的问题属于{category_display}业务范畴，不在IT服务台服务范围内 😊\n\n"
-        f"为您推荐{category_display}服务相关联系人，您可以直接点击名片联系TA："
+        f"为您推荐「{target['service_name']}」，点击下方卡片即可咨询："
     )
 
-    # 6. 发送名片三段式消息
-    await send_contact_card(
+    # 6. 发送服务窗口卡片消息（kfid 模式）
+    await send_service_card(
         db=db,
         conversation=conversation,
         employee_id=employee_id,
-        contact=contact,
+        target=target,
         reason=reason,
         business_category=business_category,
         routing_confidence=routing_confidence,
@@ -855,7 +856,7 @@ async def _handle_routing(
         message_content=content,
         business_category=business_category,
         routing_confidence=routing_confidence,
-        contact=contact,
+        contact=None,
     )
 
     return True
@@ -1073,31 +1074,32 @@ async def _step_routing_from_result(db, conversation, employee_id, content, resu
         logger.warning("[D1] 路由意图为 non_it_routing 但 business_category 为空，跳过")
         return False
 
-    # 查询联系人
-    contact = await get_contact_by_category(db, business_category)
-    if not contact:
-        logger.warning(f"未找到 {business_category} 类别的联系人，跳过路由推荐")
+    # 查询路由目标窗口（v4.0 kfid 配置化，替代 business_contacts 表查询）
+    from app.services.routing_service import get_routing_target, send_service_card
+    target = get_routing_target(business_category)
+    if not target:
+        logger.warning(f"未配置 {business_category} 类别的路由窗口，跳过路由推荐")
         return False
 
     # 构建路由说明文本
     category_display = business_category.replace("行政-物业", "物业")
     reason = (
         f"您的问题属于{category_display}业务范畴，不在IT服务台服务范围内 😊\n\n"
-        f"为您推荐{category_display}服务相关联系人，您可以直接点击名片联系TA："
+        f"为您推荐「{target['service_name']}」，点击下方卡片即可咨询："
     )
 
-    # 发送名片三段式消息
-    await send_contact_card(
+    # 发送服务窗口卡片消息（kfid 模式）
+    await send_service_card(
         db=db,
         conversation=conversation,
         employee_id=employee_id,
-        contact=contact,
+        target=target,
         reason=reason,
         business_category=business_category,
         routing_confidence=routing_confidence,
     )
 
-    # 记录路由事件
+    # 记录路由事件（kfid 模式无 contact 对象，contact_name 存窗口名）
     await record_routing_event(
         db=db,
         conversation_id=str(conversation.id),
@@ -1105,7 +1107,7 @@ async def _step_routing_from_result(db, conversation, employee_id, content, resu
         message_content=content,
         business_category=business_category,
         routing_confidence=routing_confidence,
-        contact=contact,
+        contact=None,
     )
 
     return True