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/services/routing_service.py

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

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
+    # 4. 查询路由目标窗口（v4.0 kfid 配置化）
-    contact = await get_contact_by_category(db, business_category)
+    from app.services.routing_service import get_routing_target, send_service_card
-    if not contact:
+    target = get_routing_target(business_category)
-        logger.warning(f"未找到 {business_category} 类别的联系人，跳过路由推荐")
+    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
+    # 6. 发送服务窗口卡片消息（kfid 模式）
-    await send_contact_card(
+    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
+    # 查询路由目标窗口（v4.0 kfid 配置化，替代 business_contacts 表查询）
-    contact = await get_contact_by_category(db, business_category)
+    from app.services.routing_service import get_routing_target, send_service_card
-    if not contact:
+    target = get_routing_target(business_category)
-        logger.warning(f"未找到 {business_category} 类别的联系人，跳过路由推荐")
+    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
+    # 发送服务窗口卡片消息（kfid 模式）
-    await send_contact_card(
+    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

frontend-h5/src/components/chat/ContactCard.vue

@@ -27,19 +27,19 @@
       <div class="contact-card__name-row">
         <div class="contact-card__name">
           {{ contact.name }}
-          <span class="contact-card__gender" :class="genderClass">{{ genderIcon }}</span>
+          <span v-if="contact.gender" class="contact-card__gender" :class="genderClass">{{ genderIcon }}</span>
         </div>
         <div class="contact-card__dept">{{ contact.department }} · {{ contact.position }}</div>
       </div>
 
-      <!-- 名片标识 -->
+      <!-- 名片标识（kfid 服务模式显示「服务窗口」） -->
-      <span class="contact-card__badge">员工名片</span>
+      <span class="contact-card__badge">{{ contact.service_url ? '服务窗口' : '员工名片' }}</span>
     </div>
 
-    <!-- 卡片信息区：负责业务(绿色高亮) / 分机号 / 服务区域 -->
+    <!-- 卡片信息区：负责业务/服务描述(绿色高亮) / 分机号 / 服务区域 -->
     <div class="contact-card__body">
       <div class="contact-card__info-item">
-        <span class="contact-card__info-label">负责业务</span>
+        <span class="contact-card__info-label">{{ contact.service_url ? '服务内容' : '负责业务' }}</span>
         <span class="contact-card__info-value contact-card__info-value--highlight">
           {{ contact.responsibility }}
         </span>
@@ -58,7 +58,7 @@
     <div class="contact-card__footer">
       <button class="contact-card__action-btn" @click="handleContact">
         <span class="contact-card__action-icon">💬</span>
-        <span>联系TA</span>
+        <span>{{ contact.service_url ? '立即咨询' : '联系TA' }}</span>
       </button>
     </div>
   </div>
@@ -88,6 +88,8 @@ export interface ContactInfo {
   wecom_userid: string
   avatar_url: string
   business_category: string
+  /** v4.0 kfid 服务模式：企微客服窗口链接（存在时点击打开链接而非 openEnterpriseChat） */
+  service_url?: string
 }
 
 const props = defineProps<{
@@ -142,6 +144,13 @@ const serviceAreaLabel = computed(() => {
  *   - openEnterpriseChat 调用失败 → Toast 提示
  */
 function handleContact(): void {
+  // v4.0 kfid 服务模式：有 service_url 时直接打开企微客服会话链接
+  if (props.contact.service_url) {
+    // 企微 H5 环境：window.open 打开 kfid 链接会唤起客服会话窗口
+    window.open(props.contact.service_url, '_blank')
+    return
+  }
+
   const userid = props.contact.wecom_userid
 
   // 1. 检查 userid 是否有效