%% 分诊主流程时序图
%% 来源：增量设计-知识库迭代-开发任务分解-20260712.md §2.5

sequenceDiagram
    participant H5 as H5 员工端
    participant API as FastAPI 后端
    participant TriSvc as TriageService
    participant DifyTri as Dify 分诊应用
    participant DB as PostgreSQL
    participant AG as 坐席端看板
    participant WS as WebSocket

    rect rgb(255, 243, 224)
        Note over H5,DB: 阶段1：发起分诊
        H5->>API: POST /api/h5/triage/start {conversation_id, question}
        API->>TriSvc: start_triage(conversation_id, question)
        TriSvc->>DB: INSERT triage_sessions (status=triaging)
        TriSvc->>DifyTri: 调用分诊 prompt（拆分问题为分步选择题）
        alt Dify 5秒内响应
            DifyTri-->>TriSvc: {steps[], confidence, urgency, suggested_route, problem_type}
            TriSvc->>DB: UPDATE triage_sessions SET triage_steps, confidence, urgency, suggested_route
            TriSvc-->>API: {triage_id, steps, total, confidence, urgency, suggested_route}
            API-->>H5: {triage_id, steps, total, ...}
        else Dify 超时(>5s)
            TriSvc->>DB: UPDATE triage_sessions SET status=timeout
            TriSvc-->>API: 超时，自动转人工
            API-->>H5: 分诊超时，已转人工
        end
    end

    rect rgb(227, 242, 253)
        Note over H5,DB: 阶段2：分步选择 + 坐席协同
        loop 每一步
            H5->>API: POST /api/h5/triage/step {triage_id, step_index, selected_label}
            API->>TriSvc: submit_step(triage_id, step_index, selected_label)
            TriSvc->>DB: 记录 collected_context
            TriSvc->>DifyTri: 根据选择动态调整后续步骤
            DifyTri-->>TriSvc: next_step
            TriSvc-->>API: {next_step, collected_context}
            API-->>H5: {next_step, collected_context}
        end

        Note over AG: 坐席看板实时查看分诊进度
        AG->>API: GET /api/agent/triage/pending
        API-->>AG: 待分诊列表
        AG->>API: GET /api/agent/triage/{triage_id}
        API-->>AG: 分诊详情

        opt 坐席排除选项
            AG->>API: POST /api/agent/triage/{triage_id}/exclude-options {excluded_labels}
            API->>WS: WS 推送 excluded_labels 到 H5
            WS-->>H5: {type: "triage_exclude", excluded_labels}
            H5->>H5: TriageCard.setExcludedOptions(labels)
        end
    end

    rect rgb(232, 245, 233)
        Note over H5,DB: 阶段3：分诊完成 / 转人工
        alt 所有步骤完成
            H5->>API: POST /api/h5/triage/complete {triage_id, context}
            API->>TriSvc: complete_triage(triage_id, context)
            TriSvc->>DifyTri: 根据收集的上下文生成最终回复
            DifyTri-->>TriSvc: {reply, confidence}
            TriSvc->>DB: UPDATE triage_sessions SET status=routed, route_action=ai_self
            TriSvc-->>API: {reply, confidence}
            API-->>H5: AI 回复
        else 转人工
            H5->>API: POST /api/h5/triage/transfer {triage_id, context}
            API->>TriSvc: transfer_to_human(triage_id, context)
            TriSvc->>DB: UPDATE triage_sessions SET status=routed, route_action=human
            TriSvc-->>API: 转人工成功
            API-->>H5: 已转人工
        end
    end