补齐成交跟进：按线路推成交通知、收下未成交原因、协商中按工作日再问。

成交走询价消息服务；陆运/海运私聊下一句能记下原因；协商中回执写明顺延三个工作日和下次 9：00。 Co-authored-by: Cursor <cursoragent@cursor.com>
2026-09-19 16:08:48 +08:00
parent 9bb69ae72e
commit 1a2e1d6cb2
31 changed files with 1638 additions and 30 deletions
@@ -22,6 +22,9 @@ WECOM_CALLBACK_TOKEN=
 WECOM_ENCODING_AES_KEY=
 WECOM_CALLBACK_REPLY_TEXT=询价智能体接通成功。已收到：{content}
 WECOM_OPS_AGENT_ID=1000014
+# 现网「询价消息服务」= 运维应用 1000014（与 WECOM_OPERATIONS_* 同一套）。空则只成交不推。
+WECOM_NOTIFY_AGENT_ID=1000014
+WECOM_NOTIFY_SECRET=
 # 会话存档席：后台员工管理里「询价机器人」的企微 userid，每个协同群必拉。可逗号分隔多个。
 WECOM_ARCHIVE_SEAT_USER_IDS=
 # 微盛会话存档（Worker 按存档席拉群消息）。游标只写 REDIS_KEY_PREFIX，禁止推现网官方 seq。
@@ -43,6 +43,15 @@ class ChannelRuntime:
            secret=settings.wecom_secret,
            agent_id=agent_id,
        )
+        notify_id = int(getattr(settings, "wecom_notify_agent_id", "") or "0") or 0
+        notify_secret = str(getattr(settings, "wecom_notify_secret", "") or "").strip()
+        self._notify_client = None
+        if notify_id and notify_secret:
+            self._notify_client = WeComAppClient(
+                corp_id=settings.wecom_corp_id,
+                secret=notify_secret,
+                agent_id=notify_id,
+            )

    @property
    def store(self):
@@ -105,10 +114,20 @@ class ChannelRuntime:
                logger.warning("outbox 过期丢弃 id=%s", item.id)
                self._store.complete_outbound(item.id)
                continue
-            result = self._client.send_outbound(
+            payload = getattr(item, "payload", None) or {}
+            client = self._client
+            if payload.get("wecom_app") == "notify":
+                if self._notify_client is None:
+                    logger.error("询价消息服务未配置，成交通知丢弃 id=%s", item.id)
+                    self._store.complete_outbound(
+                        item.id, error="notify_app_missing", permanent=True
+                    )
+                    continue
+                client = self._notify_client
+            result = client.send_outbound(
                touser=item.touser,
                content=item.content,
-                payload=getattr(item, "payload", None) or {},
+                payload=payload,
            )
            if result.ok:
                self._store.complete_outbound(item.id)
@@ -60,6 +60,9 @@ class Settings(BaseSettings):
    wecom_corp_id: str = Field(default="", alias="WECOM_CORP_ID")
    wecom_agent_id: str = Field(default="1000010", alias="WECOM_AGENT_ID")
    wecom_secret: str = Field(default="", alias="WECOM_SECRET")
+    # 现网「询价消息服务」：只推成交通知，不走询价小助手 1000010。
+    wecom_notify_agent_id: str = Field(default="", alias="WECOM_NOTIFY_AGENT_ID")
+    wecom_notify_secret: str = Field(default="", alias="WECOM_NOTIFY_SECRET")
    wecom_archive_seat_user_ids: str = Field(
        default="",
        alias="WECOM_ARCHIVE_SEAT_USER_IDS",
@@ -27,7 +27,12 @@ from agent.policy.air_group_ops import (
    resolve_cabin_ticket,
 )
 from agent.policy.air_text_flow import get_air_text_flow
-from agent.policy.sea_group_ops import group_client_of, send_group_text, ticket_view
+from agent.policy.sea_group_ops import (
+    capture_group_lost_reason,
+    group_client_of,
+    send_group_text,
+    ticket_view,
+)
 from agent.routing.air_group_intent import (
    INTENT_ACTIVATE,
    INTENT_CONFIRM_TMS,
@@ -233,6 +238,14 @@ def _handle_bound(
    injected_quote: Optional[dict[str, Any]],
 ) -> str:
    chat_id = message.chat_id
+    lost = capture_group_lost_reason(
+        flow=engine,
+        ticket=ticket,
+        sender_id=message.sender_id,
+        text=message.content or "",
+    )
+    if lost:
+        return lost
    facts = dict(ticket_view(ticket).get("collab_facts") or {})
    if intent == INTENT_PICK_OPTION or (
        intent == INTENT_OTHER and str(facts.get("__pending_air_lock") or "") == "1"
@@ -17,6 +17,7 @@ from agent.policy.sea_group_ops import (
    apply_group_deal,
    apply_product_quote,
    apply_tms_quote_choice,
+    capture_group_lost_reason,
    dissolve_group,
    group_client_of,
    handle_group_file,
@@ -138,6 +139,16 @@ def handle_group_inbound(
        classify_group_text,
    )

+    lost = capture_group_lost_reason(
+        flow=engine,
+        ticket=ticket,
+        sender_id=message.sender_id,
+        text=message.content or "",
+        sess=sess,
+    )
+    if lost:
+        return lost
+
    intent = classify_group_text(message.content or "", injected=injected_intent)
    logger.info(
        "group_inbound 文字 chat=%s sender=%s intent=%s chars=%s",
@@ -198,6 +198,8 @@ def handle_text_other(message: InboundMessage, *, store=None) -> str:
    sess = engine.session_for_action(
        message.sender_id, message.raw, text=message.content or ""
    )
+    if sess and sess.phase == "wait_lost_reason":
+        return handle_text_inquiry(message, store=msg_store)
    btn = engine.match_button(message.content or "", sess)
    if btn:
        return handle_text_inquiry(message, store=msg_store)
@@ -111,6 +111,7 @@ class WorkerRuntime:
            threading.Thread(target=self._recognition_loop, name="recog-loop", daemon=True),
            threading.Thread(target=self._archive_loop, name="archive-loop", daemon=True),
            threading.Thread(target=self._wshoto_poll_loop, name="wshoto-poll", daemon=True),
+            threading.Thread(target=self._deal_followup_loop, name="deal-followup", daemon=True),
            threading.Thread(target=self._pdf_loop, name="pdf-loop", daemon=True),
        ]
        for t in self._threads:
@@ -273,6 +274,22 @@ class WorkerRuntime:
            wait = 1.0 if has_hot_room() else interval
            wait_wshoto_poll(wait)

+    def _deal_followup_loop(self) -> None:
+        """
+        HTTP 槽轮询协商再问。独立线程，不占回调、不与 soffice 串队。
+        """
+        from agent.jobs.deal_followup_poll import poll_due_negotiate
+
+        while not self._stop.is_set():
+            try:
+                self.http_jobs.run(
+                    lambda: poll_due_negotiate(settings=self.settings),
+                    label="deal-followup",
+                )
+            except Exception:
+                logger.exception("协商再问轮询失败")
+            self._stop.wait(60.0)
+
    def _pdf_loop(self) -> None:
        """仅 LibreOffice 单槽消费 PDF Stream。"""
        if not self.redis:
@@ -0,0 +1,120 @@
+"""
+协商中到期再问：Worker HTTP 槽轮询，回到当初那个会话。
+
+本文件职责：认领主账到期单、发成交跟进。不在回调线程跑。
+禁止：群解散后改发私聊；占 LibreOffice 槽；把六态写进 Redis。
+"""
+
+from __future__ import annotations
+
+import logging
+from typing import Any, Optional
+
+from agent.config import Settings, get_settings
+from agent.policy import inquiry_copy as copy
+
+logger = logging.getLogger(__name__)
+
+
+def poll_due_negotiate(*, ledger: Any = None, settings: Optional[Settings] = None) -> int:
+    """
+    认领到期协商中工单并再问一次。
+
+    返回发出条数。主账已清空 next_followup_at，本轮失败也不再自动补发。
+    """
+    cfg = settings or get_settings()
+    book = ledger
+    if book is None:
+        if str(getattr(cfg, "ledger_backend", "http") or "http").lower() == "memory":
+            return 0
+        from agent.ledger.http_ledger import HttpLedger
+
+        book = HttpLedger()
+    claimer = getattr(book, "claim_due_negotiate", None)
+    if not callable(claimer):
+        return 0
+    rows = claimer() or []
+    sent = 0
+    for row in rows:
+        if not isinstance(row, dict):
+            continue
+        try:
+            if _reask_one(row, settings=cfg):
+                sent += 1
+        except Exception:
+            logger.exception("协商再问失败 wo=%s", row.get("work_order_no") or row.get("workOrderNo"))
+    return sent
+
+
+def _reask_one(row: dict[str, Any], *, settings: Settings) -> bool:
+    no = str(row.get("work_order_no") or row.get("workOrderNo") or "").strip()
+    if not no:
+        return False
+    chat_id = str(row.get("collab_chat_id") or row.get("collabChatId") or "").strip()
+    sales = str(row.get("sales_wecom_id") or row.get("salesWecomId") or "").strip()
+    name = str(row.get("sales_name") or row.get("salesName") or "").strip() or "销售"
+    facts = dict(row.get("facts") or {})
+    quote = dict(row.get("quote") or {})
+    line = str(row.get("business_line") or row.get("businessLine") or "").strip().upper()
+    if chat_id:
+        ok = _send_group_reask(
+            chat_id=chat_id,
+            work_order_no=no,
+            sales_name=name,
+            facts=facts,
+            quote=quote,
+            business_line=line,
+            settings=settings,
+        )
+        if not ok:
+            logger.warning("协商再问原群失败且不补发私聊 wo=%s chat=%s", no, chat_id)
+        return ok
+    if not sales:
+        logger.warning("协商再问无销售 userid wo=%s", no)
+        return False
+    from agent.channel.queue import get_message_store
+
+    text = copy.deal_card(work_order_no=no, quote=quote, facts=facts)
+    payload = copy.deal_wecom_payload(work_order_no=no, quote=quote, facts=facts)
+    ok, info = get_message_store().enqueue_outbound(
+        touser=sales,
+        content=text,
+        dedupe_key=f"deal-reask:{no}",
+        payload=payload,
+    )
+    if not ok:
+        logger.warning("协商再问私聊入队失败 wo=%s info=%s", no, info)
+    return bool(ok)
+
+
+def _send_group_reask(
+    *,
+    chat_id: str,
+    work_order_no: str,
+    sales_name: str,
+    facts: dict[str, str],
+    quote: dict[str, Any],
+    business_line: str,
+    settings: Settings,
+) -> bool:
+    text = copy.group_deal_followup(sales_name=sales_name, work_order_no=work_order_no)
+    if business_line == "AIR":
+        from agent.channel.aibot.reply import AibotReplyClient
+
+        out = AibotReplyClient().send_group(chat_id=chat_id, content=text)
+        return bool(out.get("ok"))
+    from agent.channel.outbox.sender import WeComAppClient
+
+    client = WeComAppClient(
+        corp_id=settings.wecom_corp_id,
+        secret=settings.wecom_secret,
+        agent_id=int(settings.wecom_agent_id or "0") or 0,
+    )
+    out = client.send_group(chat_id=chat_id, content=text)
+    if not out.get("ok"):
+        return False
+    carder = getattr(client, "send_group_card", None)
+    if callable(carder):
+        payload = copy.deal_wecom_payload(work_order_no=work_order_no, quote=quote, facts=facts)
+        carder(chat_id=chat_id, template_card=payload.get("template_card") or {})
+    return True
@@ -193,15 +193,46 @@ class HttpLedger:
        out.setdefault("needsPdf", str(format).lower() == "pdf")
        return out

-    def transition(self, *, work_order_no: str, to_status: str) -> dict[str, Any]:
-        out = self._post(
-            "/inquiry/agent/ticket/transition",
-            {"workOrderNo": work_order_no, "toStatus": to_status},
-        )
+    def transition(
+        self,
+        *,
+        work_order_no: str,
+        to_status: str,
+        remark: str = "",
+        lost_reason: str = "",
+        next_followup_at: str = "",
+        deal_notify_summary: str = "",
+    ) -> dict[str, Any]:
+        body: dict[str, Any] = {"workOrderNo": work_order_no, "toStatus": to_status}
+        if remark:
+            body["remark"] = remark
+        if lost_reason:
+            body["lostReason"] = lost_reason
+        if next_followup_at:
+            body["nextFollowupAt"] = next_followup_at
+        if deal_notify_summary:
+            body["dealNotifySummary"] = deal_notify_summary
+        out = self._post("/inquiry/agent/ticket/transition", body)
        if not out.get("ok") and out.get("status"):
            out["ok"] = True
        return out if out.get("ok") else {"ok": False, "error": out.get("error") or "transition_failed"}

+    def patch_lost_reason(self, *, work_order_no: str, lost_reason: str) -> dict[str, Any]:
+        """未成交后记下原因。不改六态。"""
+        out = self._post(
+            "/inquiry/agent/ticket/patchLostReason",
+            {"workOrderNo": work_order_no, "lostReason": lost_reason},
+        )
+        return out if out.get("ok") else {"ok": False, "error": out.get("error") or "patch_lost_reason_failed"}
+
+    def claim_due_negotiate(self) -> list[dict[str, Any]]:
+        """认领到期协商再问，主账会清空再问时刻防重发。"""
+        out = self._post("/inquiry/agent/ticket/claimDueNegotiate", {})
+        rows = out.get("tickets") or out.get("result") or []
+        if isinstance(rows, list):
+            return [dict(x) for x in rows if isinstance(x, dict)]
+        return []
+
    def match_sea_staff(self, *, origin: str, destination: str) -> list[dict[str, Any]]:
        """主账按线路返回启用的海运产品岗。"""
        out = self._post(
@@ -41,6 +41,9 @@ class MemoryTicket:
    collab_ended: bool = False
    attachments: list[dict[str, Any]] = field(default_factory=list)
    quote_file_ready: bool = False
+    lost_reason: str = ""
+    next_followup_at: str = ""
+    deal_notify_summary: str = ""


 class MemoryLedger:
@@ -207,14 +210,70 @@ class MemoryLedger:
                "status": ticket.status,
            }

-    def transition(self, *, work_order_no: str, to_status: str) -> dict[str, Any]:
+    def transition(
+        self,
+        *,
+        work_order_no: str,
+        to_status: str,
+        remark: str = "",
+        lost_reason: str = "",
+        next_followup_at: str = "",
+        deal_notify_summary: str = "",
+    ) -> dict[str, Any]:
+        _ = remark
        with self._lock:
            ticket = self._tickets.get(work_order_no)
            if ticket is None:
                return {"ok": False, "error": "ticket_not_found"}
            ticket.status = to_status
+            if to_status == "未成交":
+                ticket.next_followup_at = ""
+                if lost_reason:
+                    ticket.lost_reason = lost_reason
+            elif to_status == "已成交":
+                ticket.next_followup_at = ""
+                if deal_notify_summary:
+                    ticket.deal_notify_summary = deal_notify_summary
+            elif to_status == "协商中":
+                ticket.next_followup_at = next_followup_at
            return {"ok": True, "status": ticket.status}

+    def patch_lost_reason(self, *, work_order_no: str, lost_reason: str) -> dict[str, Any]:
+        reason = (lost_reason or "").strip()
+        with self._lock:
+            ticket = self._tickets.get(work_order_no)
+            if ticket is None:
+                return {"ok": False, "error": "ticket_not_found"}
+            if ticket.status != "未成交":
+                return {"ok": False, "error": "not_lost", "status": ticket.status}
+            if not reason:
+                return {"ok": False, "error": "reason_blank"}
+            ticket.lost_reason = reason
+            return {"ok": True, "work_order_no": work_order_no, "lost_reason": reason}
+
+    def claim_due_negotiate(self) -> list[dict[str, Any]]:
+        now = datetime.now(_SHANGHAI).strftime("%Y-%m-%d %H:%M:%S")
+        hits: list[dict[str, Any]] = []
+        with self._lock:
+            for ticket in self._tickets.values():
+                due = (ticket.next_followup_at or "").strip()
+                if ticket.status != "协商中" or not due or due > now:
+                    continue
+                ticket.next_followup_at = ""
+                hits.append(
+                    {
+                        "work_order_no": ticket.work_order_no,
+                        "sales_wecom_id": ticket.sales_wecom_id,
+                        "sales_name": "",
+                        "business_line": ticket.business_line,
+                        "collab_chat_id": ticket.collab_chat_id,
+                        "status": ticket.status,
+                        "facts": dict(ticket.facts),
+                        "quote": dict(ticket.quote),
+                    }
+                )
+        return hits
+
    def get_ticket(self, *, work_order_no: str) -> MemoryTicket | None:
        with self._lock:
            return self._tickets.get(work_order_no)
@@ -282,8 +341,12 @@ class MemoryLedger:
        status = ticket.status
        quote = dict(ticket.quote or {})
        wait_phase = "done"
-        if status in {"已成交", "未成交", "协商中", "已关闭"}:
+        if status in {"已成交", "已关闭"}:
            wait_phase = "done"
+        elif status == "未成交":
+            wait_phase = "wait_lost_reason" if not (ticket.lost_reason or "").strip() else "done"
+        elif status == "协商中":
+            wait_phase = "wait_deal"
        elif status == "已报价" and quote:
            # 文件已发给销售 → 成交跟进；否则海运协同卡、空运方案卡
            if ticket.quote_file_ready or quote.get("quoteFileIssued"):
@@ -306,6 +369,10 @@ class MemoryLedger:
            "wait_phase": wait_phase,
            "collab_chat_id": ticket.collab_chat_id,
            "collab_facts": dict(ticket.collab_facts),
+            "lost_reason": ticket.lost_reason,
+            "lostReason": ticket.lost_reason,
+            "deal_notify_summary": ticket.deal_notify_summary,
+            "next_followup_at": ticket.next_followup_at,
        }

    def upsert_staff(self, row: dict[str, Any]) -> None:
@@ -539,12 +539,28 @@ def apply_air_deal(
                copy.ticket_locked(work_order_no=ticket_no(ticket), status=ticket_status(ticket)),
            )
            return "ticket_locked"
-    result = flow.ledger.transition(work_order_no=ticket_no(ticket), to_status=outcome) or {}
+    from agent.policy.deal_outcome import finish_deal_outcome
+    from agent.policy.sea_group_ops import facts_of_group
+
+    view = ticket_view(ticket)
+    result = finish_deal_outcome(
+        ledger=flow.ledger,
+        work_order_no=ticket_no(ticket),
+        outcome=outcome,
+        facts=facts_of_group(view),
+        quote=dict(view.get("quote") or {}),
+        business_line="AIR",
+        sales_name=str(view.get("sales_name") or ""),
+    )
    if not result.get("ok"):
        send_group_text(group_client_of(flow), chat_id, "主账状态更新失败，成交结果未入账。")
        return "ledger_fail"
-    send_group_text(group_client_of(flow), chat_id, copy.deal_ack(outcome, ticket_no(ticket)))
-    return "done"
+    send_group_text(
+        group_client_of(flow),
+        chat_id,
+        copy.deal_ack(outcome, ticket_no(ticket), str(result.get("next_followup_at") or "")),
+    )
+    return str(result.get("phase") or "done")


 def apply_air_lock(
@@ -322,6 +322,8 @@ class AirTextInquiryFlow:
            allowed = (copy.BTN_ADOPT_EXCEL, copy.BTN_ADOPT_PDF, copy.BTN_REJECT)
        elif phase == "wait_deal":
            allowed = (copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE)
+        elif phase == "wait_lost_reason":
+            allowed = ()
        return FlowSession(
            sender_id=sender_id,
            thread_id=sender_id,
@@ -333,11 +335,17 @@ class AirTextInquiryFlow:
            status=status,
            allowed=allowed,
            wait_version=1,
+            invited_sales_name=str(view.get("sales_name") or view.get("salesName") or ""),
+            collab_chat_id=str(view.get("collab_chat_id") or ""),
        )

    def _infer_wait_phase(self, *, status: str, quote: dict[str, Any]) -> str:
-        if status in {"已成交", "未成交", "协商中", "已关闭"}:
+        if status in {"已成交", "已关闭"}:
            return "done"
+        if status == "未成交":
+            return "wait_lost_reason"
+        if status == "协商中":
+            return "wait_deal"
        if status == "已报价" and quote:
            return "wait_adopt"
        return "tms_miss"
@@ -413,6 +421,9 @@ class AirTextInquiryFlow:
            # 成交卡已经绑在报价文件那条出站上。这里再发一张独立卡，
            # 会在文件还在上传时被另一条出站线程抢走，销售又先看到成交跟进。
            return "wait_deal"
+        if sess.phase == "wait_lost_reason":
+            reply(copy.deal_ack("未成交", sess.work_order_no))
+            return "wait_lost_reason"
        if sess.phase == "done":
            reply(copy.deal_ack(sess.status or "已关闭", sess.work_order_no))
            return "done"
@@ -462,6 +473,13 @@ class AirTextInquiryFlow:
                reply=reply,
                card_meta=inbound_raw,
            )
+        # 未成交后下一句任意文字即原因；完整新询价（注入字段）则空着原因开新单。
+        if (
+            sess
+            and sess.phase == "wait_lost_reason"
+            and not (injected_facts and injected_mode)
+        ):
+            return self._capture_lost_reason(sess, text, reply)

        snap = extract_inquiry_snapshot(
            text,
@@ -1056,15 +1074,48 @@ class AirTextInquiryFlow:
    ) -> str:
        """点成交/未成交/协商中：先整卡置灰，再入主账。"""
        self._grey_clicked_card(reply, card_meta, replace_name=status)
-        result = self._ledger.transition(work_order_no=sess.work_order_no, to_status=status)
+        from agent.policy.deal_outcome import finish_deal_outcome
+
+        result = finish_deal_outcome(
+            ledger=self._ledger,
+            work_order_no=sess.work_order_no,
+            outcome=status,
+            facts=sess.facts,
+            quote=sess.quote,
+            business_line=sess.business_line,
+            sales_name=sess.invited_sales_name,
+        )
        if not result.get("ok"):
            reply("主账状态更新失败，成交结果未入账。")
            return "ledger_fail"
+        phase = str(result.get("phase") or "done")
        sess.status = status
+        sess.phase = phase
+        if phase == "wait_deal":
+            sess.allowed = (copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE)
+        else:
+            sess.allowed = ()
+        sess.wait_version += 1
+        self._save(sess)
+        reply(copy.deal_ack(status, sess.work_order_no, str(result.get("next_followup_at") or "")))
+        return phase
+
+    def _capture_lost_reason(self, sess: FlowSession, text: str, reply: ReplyFn) -> str:
+        """私聊未成交后收下原因，不再追问。"""
+        from agent.policy.deal_outcome import capture_lost_reason
+
+        result = capture_lost_reason(
+            ledger=self._ledger,
+            work_order_no=sess.work_order_no,
+            reason=text,
+        )
+        if not result.get("ok"):
+            reply("未成交原因没有记下，请再发一句。")
+            return "wait_lost_reason"
        sess.phase = "done"
        sess.allowed = ()
        self._save(sess)
-        reply(copy.deal_ack(status, sess.work_order_no))
+        reply(copy.lost_reason_ack(text))
        return "done"

    def mark_wait_deal(self, sender_id: str, work_order_no: str) -> None:
@@ -0,0 +1,210 @@
+"""
+成交跟进纯规则：工作日顺延、线路对负责人。
+
+本文件职责：给私聊/群聊成交共用，不发企微、不写主账。
+禁止：在回调线程算完还同步推负责人；把六态写进本文件。
+"""
+
+from __future__ import annotations
+
+from datetime import date, datetime, timedelta, time
+from typing import Any, Iterable
+from zoneinfo import ZoneInfo
+
+from agent.schema.tms_air_query import resolve_airport_code
+
+SHANGHAI = ZoneInfo("Asia/Shanghai")
+
+# 法定休息日（不含调休上班）。调休日放进 MAKEUP_WORKDAYS，周末也算工作日。
+_HOLIDAYS = frozenset(
+    {
+        # 2026
+        date(2026, 1, 1),
+        date(2026, 1, 2),
+        date(2026, 1, 3),
+        date(2026, 2, 15),
+        date(2026, 2, 16),
+        date(2026, 2, 17),
+        date(2026, 2, 18),
+        date(2026, 2, 19),
+        date(2026, 2, 20),
+        date(2026, 2, 21),
+        date(2026, 2, 22),
+        date(2026, 2, 23),
+        date(2026, 4, 4),
+        date(2026, 4, 5),
+        date(2026, 4, 6),
+        date(2026, 5, 1),
+        date(2026, 5, 2),
+        date(2026, 5, 3),
+        date(2026, 5, 4),
+        date(2026, 5, 5),
+        date(2026, 6, 19),
+        date(2026, 6, 20),
+        date(2026, 6, 21),
+        date(2026, 9, 25),
+        date(2026, 9, 26),
+        date(2026, 9, 27),
+        date(2026, 10, 1),
+        date(2026, 10, 2),
+        date(2026, 10, 3),
+        date(2026, 10, 4),
+        date(2026, 10, 5),
+        date(2026, 10, 6),
+        date(2026, 10, 7),
+        date(2026, 10, 8),
+        # 2027 元旦预留
+        date(2027, 1, 1),
+        date(2027, 1, 2),
+        date(2027, 1, 3),
+    }
+)
+
+# 周末调休上班：算工作日。
+_MAKEUP_WORKDAYS = frozenset(
+    {
+        date(2026, 1, 4),
+        date(2026, 2, 14),
+        date(2026, 2, 28),
+        date(2026, 5, 9),
+        date(2026, 10, 10),
+    }
+)
+
+
+def is_workday(day: date) -> bool:
+    """周六日默认休息；法定假休息；调休上班算工作日。"""
+    if day in _HOLIDAYS:
+        return False
+    if day in _MAKEUP_WORKDAYS:
+        return True
+    return day.weekday() < 5
+
+
+def shift_workdays(start: date, count: int) -> date:
+    """
+    从 start 当天之后数 count 个工作日。
+
+    成交选协商中：顺延 3 个工作日后，第四个工作日再问，故 count=4。
+    """
+    if count < 1:
+        return start
+    cur = start
+    seen = 0
+    while seen < count:
+        cur = cur + timedelta(days=1)
+        if is_workday(cur):
+            seen += 1
+    return cur
+
+
+def next_followup_at(now: datetime | None = None) -> datetime:
+    """第四个工作日 Asia/Shanghai 09:00。"""
+    base = now.astimezone(SHANGHAI) if now else datetime.now(SHANGHAI)
+    day = shift_workdays(base.date(), 4)
+    return datetime.combine(day, time(9, 0), tzinfo=SHANGHAI)
+
+
+def _split_routes(raw: str) -> list[str]:
+    out: list[str] = []
+    for part in (raw or "").replace("，", ",").replace("、", ",").split(","):
+        t = part.strip()
+        if t:
+            out.append(t)
+    return out
+
+
+def air_route_keys(facts: dict[str, str] | None) -> set[str]:
+    """本单可对上的空运线路名：三字码对 + 目的港。"""
+    src = dict(facts or {})
+    origin = resolve_airport_code(str(src.get("起运港") or src.get("originCode") or ""))
+    dest = resolve_airport_code(str(src.get("目的港") or src.get("destinationCode") or ""))
+    keys: set[str] = set()
+    if dest:
+        keys.add(dest)
+    if origin and dest:
+        keys.add(f"{origin}-{dest}")
+    return keys
+
+
+def _is_waicai(facts: dict[str, str] | None) -> bool:
+    src = dict(facts or {})
+    for key in ("外采", "是否外采", "采购方式"):
+        val = str(src.get(key) or "").strip().lower()
+        if val in {"1", "是", "true", "yes", "外采"}:
+            return True
+    blob = "".join(str(v) for v in src.values())
+    return "外采" in blob
+
+
+def leader_matches(
+    *,
+    role_code: str,
+    routes: str,
+    is_leader: bool,
+    business_line: str,
+    facts: dict[str, str] | None,
+) -> bool:
+    """
+    员工管理「是负责人 + 负责线路对得上」。
+
+    海运：海运全线。陆运：线路类别整词。空运：三字码对 / 目的港 / 全线；外采须工单标明。
+    """
+    if not is_leader:
+        return False
+    line = (business_line or "").strip().upper()
+    code = (role_code or "").strip().lower()
+    tokens = _split_routes(routes)
+    if line == "SEA":
+        return code == "sea" and "海运全线" in tokens
+    if line == "LAND":
+        want = str((facts or {}).get("线路类别") or "").strip()
+        return code == "land" and bool(want) and want in tokens
+    if line == "AIR":
+        if code != "air":
+            return False
+        if "全线" in tokens:
+            return True
+        if "外采-空运" in tokens and _is_waicai(facts):
+            return True
+        keys = air_route_keys(facts)
+        return any(t in keys for t in tokens)
+    return False
+
+
+def pick_leaders(
+    staff: Iterable[dict[str, Any]],
+    *,
+    business_line: str,
+    facts: dict[str, str] | None,
+) -> list[dict[str, str]]:
+    """从员工行筛出该推的负责人（启用且有企微 id）。"""
+    out: list[dict[str, str]] = []
+    seen: set[str] = set()
+    for row in staff:
+        if str(row.get("status") or "active").lower() != "active":
+            continue
+        wecom = str(row.get("wecomId") or row.get("wecom_id") or "").strip()
+        if not wecom or wecom in seen:
+            continue
+        leader_flag = row.get("isLeader")
+        if leader_flag is None:
+            leader_flag = row.get("is_leader")
+        is_leader = leader_flag in {True, 1, "1", "true", "True"}
+        if not leader_matches(
+            role_code=str(row.get("roleCode") or row.get("role_code") or ""),
+            routes=str(row.get("routes") or ""),
+            is_leader=bool(is_leader),
+            business_line=business_line,
+            facts=facts,
+        ):
+            continue
+        seen.add(wecom)
+        out.append(
+            {
+                "name": str(row.get("name") or "").strip(),
+                "wecomId": wecom,
+                "roleCode": str(row.get("roleCode") or row.get("role_code") or ""),
+            }
+        )
+    return out
@@ -0,0 +1,160 @@
+"""
+成交三态落地：改主账六态、推负责人、收下未成交原因、排协商再问。
+
+本文件职责：私聊/群聊共用。不在回调线程等 LLM。推送只入 outbox。
+禁止：把图成功当主账成功；成交失败还去推负责人；未成交推负责人。
+"""
+
+from __future__ import annotations
+
+import logging
+from typing import Any, Callable, Optional
+
+from agent.config import get_settings
+from agent.policy import inquiry_copy as copy
+from agent.policy.deal_followup import next_followup_at, pick_leaders
+
+logger = logging.getLogger(__name__)
+
+EnqueueFn = Callable[..., tuple[bool, str]]
+
+
+def notify_app_ready() -> bool:
+    """询价消息服务已配 AgentId+Secret 才推。空则只成交不推。"""
+    settings = get_settings()
+    return bool(
+        str(getattr(settings, "wecom_notify_agent_id", "") or "").strip()
+        and str(getattr(settings, "wecom_notify_secret", "") or "").strip()
+    )
+
+
+def _role_of(business_line: str) -> str:
+    line = (business_line or "").strip().upper()
+    if line == "SEA":
+        return "sea"
+    if line == "LAND":
+        return "land"
+    return "air"
+
+
+def _enqueue_default(
+    *,
+    touser: str,
+    content: str,
+    dedupe_key: str,
+    payload: dict[str, Any],
+) -> tuple[bool, str]:
+    from agent.channel.queue import get_message_store
+
+    return get_message_store().enqueue_outbound(
+        touser=touser,
+        content=content,
+        dedupe_key=dedupe_key,
+        payload=payload,
+    )
+
+
+def finish_deal_outcome(
+    *,
+    ledger: Any,
+    work_order_no: str,
+    outcome: str,
+    facts: dict[str, str] | None,
+    quote: dict[str, Any] | None,
+    business_line: str,
+    sales_name: str = "",
+    enqueue: Optional[EnqueueFn] = None,
+    notify_ready: Optional[bool] = None,
+) -> dict[str, Any]:
+    """
+    先入主账，再按结果推人或排再问。
+
+    返回 ok / phase / notify_summary。phase：
+    已成交 done；未成交 wait_lost_reason；协商中 wait_deal。
+    """
+    no = (work_order_no or "").strip()
+    status = (outcome or "").strip()
+    extra: dict[str, Any] = {}
+    summary = ""
+    if status == "协商中":
+        extra["next_followup_at"] = next_followup_at().strftime("%Y-%m-%d %H:%M:%S")
+    if status == "已成交":
+        staff: list[dict[str, Any]] = []
+        lister = getattr(ledger, "list_staff_by_role", None)
+        if callable(lister):
+            try:
+                staff = list(lister(role_code=_role_of(business_line)) or [])
+            except Exception:
+                logger.exception("成交匹配负责人失败 wo=%s", no)
+        leaders = pick_leaders(staff, business_line=business_line, facts=facts)
+        ready = notify_app_ready() if notify_ready is None else bool(notify_ready)
+        if not leaders:
+            summary = "无匹配负责人"
+        elif not ready:
+            summary = "通知未发出"
+        else:
+            names = [str(x.get("name") or x.get("wecomId") or "").strip() for x in leaders]
+            summary = "已推：" + "、".join(n for n in names if n)
+            sender = enqueue or _enqueue_default
+            payload = copy.deal_notify_wecom_payload(
+                work_order_no=no,
+                sales_name=sales_name,
+                facts=facts or {},
+                quote=quote or {},
+                business_line=business_line,
+            )
+            text = copy.deal_notify_card(
+                work_order_no=no,
+                sales_name=sales_name,
+                facts=facts or {},
+                quote=quote or {},
+                business_line=business_line,
+            )
+            for row in leaders:
+                uid = str(row.get("wecomId") or "").strip()
+                if not uid:
+                    continue
+                try:
+                    ok, info = sender(
+                        touser=uid,
+                        content=text,
+                        dedupe_key=f"deal-notify:{no}:{uid}",
+                        payload=dict(payload),
+                    )
+                    if not ok:
+                        logger.warning("成交通知入队失败 wo=%s uid=%s info=%s", no, uid, info)
+                except Exception:
+                    logger.exception("成交通知入队异常 wo=%s uid=%s", no, uid)
+        extra["deal_notify_summary"] = summary
+        extra["remark"] = summary
+    writer = getattr(ledger, "transition", None)
+    if not callable(writer):
+        return {"ok": False, "error": "no_transition", "phase": "ledger_fail"}
+    result = writer(work_order_no=no, to_status=status, **extra) or {}
+    if not result.get("ok"):
+        return {"ok": False, "error": result.get("error") or "transition_failed", "phase": "ledger_fail"}
+    if status == "未成交":
+        phase = "wait_lost_reason"
+    elif status == "协商中":
+        phase = "wait_deal"
+    else:
+        phase = "done"
+    return {
+        "ok": True,
+        "phase": phase,
+        "notify_summary": summary,
+        "status": status,
+        "next_followup_at": str(extra.get("next_followup_at") or ""),
+    }
+
+
+def capture_lost_reason(*, ledger: Any, work_order_no: str, reason: str) -> dict[str, Any]:
+    """把销售下一句写进未成交原因。"""
+    text = (reason or "").strip()
+    no = (work_order_no or "").strip()
+    if not no or not text:
+        return {"ok": False, "error": "blank"}
+    patcher = getattr(ledger, "patch_lost_reason", None)
+    if not callable(patcher):
+        return {"ok": False, "error": "no_patch"}
+    return patcher(work_order_no=no, lost_reason=text) or {"ok": False}
@@ -1732,12 +1732,104 @@ def group_deal_mention(*, sales_name: str, work_order_no: str) -> str:
    return group_deal_followup(sales_name=sales_name, work_order_no=work_order_no)


-def deal_ack(outcome: str, work_order_no: str) -> str:
+def deal_ack(outcome: str, work_order_no: str, next_followup_at: str = "") -> str:
+    """成交三态回执。协商中写明顺延三个工作日和下次再问的月日 9：00。"""
    if outcome == "已成交":
        return f"已记录为「已成交」。工单 {work_order_no} 已关闭智能体跟进。"
    if outcome == "未成交":
        return "已记录为「未成交」。请补充未成交原因。"
-    return f"已记录为「协商中」。工单 {work_order_no} 跟进周期已顺延。"
+    when = _followup_month_day(next_followup_at)
+    if when:
+        return f"已记录为「协商中」。已顺延三个工作日，{when}的9：00再次发起成交状态询问。"
+    return "已记录为「协商中」。已顺延三个工作日，第四个工作日早上9：00再次发起成交状态询问。"
+
+
+def _followup_month_day(raw: str) -> str:
+    """把主账再问时刻收成「9月24日」。"""
+    from datetime import datetime
+
+    text = (raw or "").strip()
+    if not text:
+        return ""
+    for fmt, n in (("%Y-%m-%d %H:%M:%S", 19), ("%Y-%m-%d", 10)):
+        try:
+            dt = datetime.strptime(text[:n], fmt)
+            return f"{dt.month}月{dt.day}日"
+        except ValueError:
+            continue
+    return ""
+
+
+def lost_reason_ack(reason: str = "") -> str:
+    """收下未成交原因后回显原句，不再追问。"""
+    text = (reason or "").strip()
+    if text.endswith(("。", ".", "！", "!", "？", "?")):
+        return f"已记下未成交原因：{text}"
+    return f"已记下未成交原因：{text}。" if text else "已记下未成交原因。"
+
+
+def deal_notify_card(
+    *,
+    work_order_no: str,
+    sales_name: str,
+    facts: dict[str, str] | None,
+    quote: dict[str, Any] | None,
+    business_line: str,
+) -> str:
+    """成交通知文字兜底：方案卡压缩。不写销售，避免标题出现「销售 销售」。"""
+    no = (work_order_no or "").strip()
+    _ = sales_name
+    mode = scheme_transport_mode(business_line)
+    rows = scheme_horizontal_rows(
+        work_order_no=no,
+        facts=dict(facts or {}),
+        quote=dict(quote or {}),
+        transport_mode=mode,
+    )
+    lines = [f"成交通知 工单 {no}"]
+    lines.extend(f"{row['keyname']}：{row['value']}" for row in rows)
+    return "\n".join(lines)
+
+
+def deal_notify_wecom_payload(
+    *,
+    work_order_no: str,
+    sales_name: str,
+    facts: dict[str, str] | None,
+    quote: dict[str, Any] | None,
+    business_line: str,
+) -> dict[str, Any]:
+    """
+    成交通知卡：走询价消息服务，不走询价小助手。
+
+    字段按报价方案卡压缩，避免超过 6 格。标题不写销售。
+    """
+    no = (work_order_no or "").strip()
+    _ = sales_name
+    mode = scheme_transport_mode(business_line)
+    rows = scheme_horizontal_rows(
+        work_order_no=no,
+        facts=dict(facts or {}),
+        quote=dict(quote or {}),
+        transport_mode=mode,
+    )
+    from agent.config import get_settings
+
+    base = str(getattr(get_settings(), "public_base_url", "") or "").strip().rstrip("/")
+    action_url = base or "https://work.weixin.qq.com"
+    return {
+        "msgtype": "template_card",
+        "wecom_app": "notify",
+        "template_card": {
+            "card_type": "text_notice",
+            "source": {"desc": "成交通知", "desc_color": 0},
+            "main_title": {
+                "title": f"成交通知 工单 {no}",
+            },
+            "horizontal_content_list": rows,
+            "card_action": {"type": 1, "url": action_url},
+        },
+    }


 def air_need_work_order() -> str:
@@ -91,6 +91,13 @@ class LandTextInquiryFlow(SeaTextInquiryFlow):
                reply=reply,
                sess=sess,
            )
+        # 未成交后下一句任意文字即原因。不能走下面的 new_over_old，否则会当新询价丢掉。
+        if (
+            sess
+            and sess.phase == "wait_lost_reason"
+            and not (injected_facts and injected_mode)
+        ):
+            return self._capture_lost_reason(sess, text, reply)
        if sess and phase not in _LAND_FRONT:
            # 查价后半段书签还在时，销售又发新陆运：只走陆运前半段。
            # 禁止再 super 去海运 on_text，海运会把 LAND 转回来，递归到死、一句都不回。
@@ -64,6 +64,7 @@ def ticket_view(ticket: object) -> dict[str, Any]:
            view.get("productNames") or view.get("product_names") or [],
        )
        view.setdefault("sales_name", view.get("salesName") or view.get("sales_name") or "")
+        view.setdefault("lost_reason", view.get("lostReason") or view.get("lost_reason") or "")
        facts = dict(view.get("collab_facts") or view.get("collabFacts") or {})
        view.setdefault("collab_facts", facts)
        flag = str(facts.get("__ended") or view.get("collab_ended") or view.get("collabEnded") or "").strip().lower()
@@ -89,6 +90,7 @@ def ticket_view(ticket: object) -> dict[str, Any]:
        "product_ids": list(getattr(ticket, "product_ids", []) or []),
        "product_names": list(getattr(ticket, "product_names", []) or []),
        "sales_name": str(getattr(ticket, "sales_name", "") or ""),
+        "lost_reason": str(getattr(ticket, "lost_reason", "") or ""),
    }


@@ -987,18 +989,75 @@ def apply_group_deal(
    if not (quote.get("total") or _quote_fee_rows(quote) or status_now in {"已报价", "协商中"}):
        send_group_text(client, chat_id, copy.group_deal_need_quote())
        return "deal_need_quote"
-    writer = getattr(flow.ledger, "transition", None)
-    if callable(writer):
-        result = writer(work_order_no=no, to_status=outcome) or {}
-        if not result.get("ok"):
-            send_group_text(client, chat_id, "主账状态更新失败，成交结果未入账。")
-            return "ledger_fail"
+    from agent.policy.deal_outcome import finish_deal_outcome
+
+    result = finish_deal_outcome(
+        ledger=flow.ledger,
+        work_order_no=no,
+        outcome=outcome,
+        facts=facts_of_group(view, sess),
+        quote=quote,
+        business_line=str(view.get("business_line") or (sess.business_line if sess else "SEA") or "SEA"),
+        sales_name=str(view.get("sales_name") or (getattr(sess, "invited_sales_name", "") if sess else "") or ""),
+    )
+    if not result.get("ok"):
+        send_group_text(client, chat_id, "主账状态更新失败，成交结果未入账。")
+        return "ledger_fail"
+    phase = str(result.get("phase") or "done")
    if sess is not None:
        sess.status = outcome
+        sess.phase = phase
+        if phase == "wait_deal":
+            sess.allowed = (copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE)
+        else:
+            sess.allowed = ()
+        flow._save(sess)
+    send_group_text(client, chat_id, copy.deal_ack(outcome, no, str(result.get("next_followup_at") or "")))
+    return phase
+
+
+def facts_of_group(view: dict[str, Any], sess: Any = None) -> dict[str, str]:
+    """主账字段打底，书签覆盖；给负责人匹配和成交通知卡用。"""
+    facts = dict(view.get("facts") or {})
+    if sess is not None and getattr(sess, "facts", None):
+        facts.update(dict(sess.facts or {}))
+    return facts
+
+
+def capture_group_lost_reason(
+    *,
+    flow: Any,
+    ticket: object,
+    sender_id: str,
+    text: str,
+    sess: Any = None,
+) -> str:
+    """
+    群里未成交后，本单销售下一句任意文字即原因。
+    空运群是否要 @ 由入站通道先拦，这里不再判。
+    """
+    ticket = hydrate_ticket(flow, ticket)
+    view = ticket_view(ticket)
+    no = ticket_no(ticket)
+    chat_id = str((sess.collab_chat_id if sess else "") or view.get("collab_chat_id") or "")
+    client = group_client_of(flow)
+    if ticket_status(ticket) != "未成交":
+        return ""
+    if str(view.get("lost_reason") or "").strip():
+        return ""
+    if not is_sales(ticket, sender_id):
+        return ""
+    from agent.policy.deal_outcome import capture_lost_reason
+
+    result = capture_lost_reason(ledger=flow.ledger, work_order_no=no, reason=text)
+    if not result.get("ok"):
+        send_group_text(client, chat_id, "未成交原因没有记下，请再发一句。")
+        return "wait_lost_reason"
+    if sess is not None:
        sess.phase = "done"
        sess.allowed = ()
        flow._save(sess)
-    send_group_text(client, chat_id, copy.deal_ack(outcome, no))
+    send_group_text(client, chat_id, copy.lost_reason_ack(text))
    return "done"


@@ -85,6 +85,13 @@ class SeaTextInquiryFlow(AirTextInquiryFlow):
                reply=reply,
                card_meta=inbound_raw,
            )
+        # 未成交后下一句任意文字即原因，不能先抽字段当成新询价。
+        if (
+            sess
+            and sess.phase == "wait_lost_reason"
+            and not (injected_facts and injected_mode)
+        ):
+            return self._capture_lost_reason(sess, text, reply)

        snap = extract_inquiry_snapshot(
            text,
@@ -0,0 +1,144 @@
+"""
+成交跟进：工作日顺延、线路对负责人、未成交收下原因（不打外网）。
+"""
+
+from __future__ import annotations
+
+import unittest
+from datetime import date, datetime
+from zoneinfo import ZoneInfo
+
+from agent.policy.deal_followup import (
+    SHANGHAI,
+    air_route_keys,
+    leader_matches,
+    next_followup_at,
+    shift_workdays,
+)
+
+
+class TestWorkdays(unittest.TestCase):
+    def test_skip_weekend(self) -> None:
+        # 2026-09-18 周五，顺延 3 个工作日 → 21、22、23，第四个工作日 24
+        self.assertEqual(shift_workdays(date(2026, 9, 18), 3), date(2026, 9, 23))
+        self.assertEqual(shift_workdays(date(2026, 9, 18), 4), date(2026, 9, 24))
+
+    def test_skip_national_day(self) -> None:
+        # 2026-09-30 周三，国庆休 → 第四个工作日落到节后
+        fourth = shift_workdays(date(2026, 9, 30), 4)
+        self.assertGreaterEqual(fourth, date(2026, 10, 9))
+        self.assertNotEqual(fourth.weekday(), 5)
+        self.assertNotEqual(fourth.weekday(), 6)
+
+    def test_next_followup_is_9am(self) -> None:
+        when = next_followup_at(datetime(2026, 9, 18, 15, 30, tzinfo=SHANGHAI))
+        self.assertEqual(when.hour, 9)
+        self.assertEqual(when.minute, 0)
+        self.assertEqual(when.tzinfo, SHANGHAI)
+        self.assertEqual(when.date(), date(2026, 9, 24))
+
+
+class TestAirRouteKeys(unittest.TestCase):
+    def test_pair_and_dest(self) -> None:
+        keys = air_route_keys({"起运港": "SZX", "目的港": "KUL"})
+        self.assertIn("SZX-KUL", keys)
+        self.assertIn("KUL", keys)
+
+    def test_chinese_city_projects_iata(self) -> None:
+        keys = air_route_keys({"起运港": "深圳", "目的港": "吉隆坡"})
+        self.assertIn("SZX-KUL", keys)
+        self.assertIn("KUL", keys)
+
+
+class TestLeaderMatch(unittest.TestCase):
+    def test_sea_all_line(self) -> None:
+        self.assertTrue(
+            leader_matches(
+                role_code="sea",
+                routes="海运全线",
+                is_leader=True,
+                business_line="SEA",
+                facts={},
+            )
+        )
+        self.assertFalse(
+            leader_matches(
+                role_code="sea",
+                routes="海运全线",
+                is_leader=False,
+                business_line="SEA",
+                facts={},
+            )
+        )
+
+    def test_land_route_category(self) -> None:
+        self.assertTrue(
+            leader_matches(
+                role_code="land",
+                routes="国内长途/零担,东南亚",
+                is_leader=True,
+                business_line="LAND",
+                facts={"线路类别": "国内长途/零担"},
+            )
+        )
+        self.assertFalse(
+            leader_matches(
+                role_code="land",
+                routes="东南亚",
+                is_leader=True,
+                business_line="LAND",
+                facts={"线路类别": "国内长途/零担"},
+            )
+        )
+
+    def test_air_pair_dest_and_all(self) -> None:
+        facts = {"起运港": "SZX", "目的港": "KUL"}
+        self.assertTrue(
+            leader_matches(
+                role_code="air",
+                routes="SZX-KUL",
+                is_leader=True,
+                business_line="AIR",
+                facts=facts,
+            )
+        )
+        self.assertTrue(
+            leader_matches(
+                role_code="air",
+                routes="KUL",
+                is_leader=True,
+                business_line="AIR",
+                facts=facts,
+            )
+        )
+        self.assertTrue(
+            leader_matches(
+                role_code="air",
+                routes="全线",
+                is_leader=True,
+                business_line="AIR",
+                facts=facts,
+            )
+        )
+        self.assertFalse(
+            leader_matches(
+                role_code="air",
+                routes="外采-空运",
+                is_leader=True,
+                business_line="AIR",
+                facts=facts,
+            )
+        )
+        self.assertTrue(
+            leader_matches(
+                role_code="air",
+                routes="外采-空运",
+                is_leader=True,
+                business_line="AIR",
+                facts={**facts, "外采": "1"},
+            )
+        )
+
+
+if __name__ == "__main__":
+    unittest.main()
@@ -0,0 +1,247 @@
+"""
+成交三态：入账、推负责人、收下未成交原因、协商中不停会话。
+"""
+
+from __future__ import annotations
+
+import unittest
+
+from agent.ledger.memory_ledger import MemoryLedger
+from agent.policy import inquiry_copy as copy
+from agent.policy.air_text_flow import AirTextInquiryFlow, FlowSession
+from agent.policy.deal_outcome import capture_lost_reason, finish_deal_outcome
+from agent.policy.sea_text_flow import SeaTextInquiryFlow
+
+
+class TestDealOutcome(unittest.TestCase):
+    def setUp(self) -> None:
+        self.ledger = MemoryLedger()
+        created = self.ledger.create_ticket(
+            sender_id="sales1",
+            business_line="SEA",
+            facts={"起运港": "上海", "目的港": "洛杉矶", "品名": "衣服"},
+        )
+        self.wo = str(created.get("work_order_no") or "")
+        self.ledger.transition(work_order_no=self.wo, to_status="已报价")
+        self.ledger.upsert_staff(
+            {
+                "name": "海运负责人",
+                "wecomId": "lead-sea",
+                "roleCode": "sea",
+                "routes": "海运全线",
+                "isLeader": 1,
+                "status": "active",
+            }
+        )
+
+    def test_deal_notifies_leaders(self) -> None:
+        queued: list[dict] = []
+
+        def enqueue(*, touser, content, dedupe_key, payload):
+            queued.append(
+                {
+                    "touser": touser,
+                    "content": content,
+                    "dedupe_key": dedupe_key,
+                    "payload": payload,
+                }
+            )
+            return True, "ok"
+
+        out = finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="已成交",
+            facts={"起运港": "上海", "目的港": "洛杉矶"},
+            quote={"total": "1000", "currency": "USD"},
+            business_line="SEA",
+            sales_name="吴吉林",
+            enqueue=enqueue,
+            notify_ready=True,
+        )
+        self.assertTrue(out.get("ok"))
+        self.assertEqual(out.get("phase"), "done")
+        self.assertIn("海运负责人", str(out.get("notify_summary") or ""))
+        self.assertEqual(queued[0]["touser"], "lead-sea")
+        self.assertEqual(queued[0]["payload"].get("wecom_app"), "notify")
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.status, "已成交")
+        self.assertEqual(ticket.next_followup_at, "")
+
+    def test_deal_notify_card_omits_sales_label(self) -> None:
+        """成交通知不要「销售」二字：标题副标和正文都不写。"""
+        text = copy.deal_notify_card(
+            work_order_no="WO202609180008",
+            sales_name="吴吉林",
+            facts={"起运地": "泉州", "目的地": "南京", "线路类别": "国内城配/拖车/打包"},
+            quote={},
+            business_line="LAND",
+        )
+        self.assertNotIn("销售", text)
+        payload = copy.deal_notify_wecom_payload(
+            work_order_no="WO202609180008",
+            sales_name="吴吉林",
+            facts={"起运地": "泉州", "目的地": "南京", "线路类别": "国内城配/拖车/打包"},
+            quote={},
+            business_line="LAND",
+        )
+        title = (payload.get("template_card") or {}).get("main_title") or {}
+        blob = str(title.get("title") or "") + str(title.get("desc") or "")
+        self.assertNotIn("销售", blob)
+        self.assertNotIn("desc", title)
+
+    def test_deal_without_leader_still_closes(self) -> None:
+        self.ledger.upsert_staff(
+            {
+                "name": "不是负责人",
+                "wecomId": "lead-sea",
+                "roleCode": "sea",
+                "routes": "海运全线",
+                "isLeader": 0,
+                "status": "active",
+            }
+        )
+        out = finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="已成交",
+            facts={},
+            quote={},
+            business_line="SEA",
+            notify_ready=True,
+        )
+        self.assertEqual(out.get("notify_summary"), "无匹配负责人")
+        self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).status, "已成交")
+
+    def test_lost_waits_for_reason(self) -> None:
+        out = finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="未成交",
+            facts={},
+            quote={},
+            business_line="SEA",
+        )
+        self.assertEqual(out.get("phase"), "wait_lost_reason")
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.status, "未成交")
+        self.assertEqual(ticket.lost_reason, "")
+        view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
+        self.assertEqual(view.get("wait_phase"), "wait_lost_reason")
+        captured = capture_lost_reason(
+            ledger=self.ledger, work_order_no=self.wo, reason="客人比价了"
+        )
+        self.assertTrue(captured.get("ok"))
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.lost_reason, "客人比价了")
+        view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
+        self.assertEqual(view.get("wait_phase"), "done")
+
+    def test_lost_reason_ack_repeats_user_text(self) -> None:
+        self.assertEqual(copy.lost_reason_ack("客户不要了"), "已记下未成交原因：客户不要了。")
+        self.assertEqual(copy.lost_reason_ack("价格高。"), "已记下未成交原因：价格高。")
+
+    def test_negotiate_ack_names_followup_day(self) -> None:
+        text = copy.deal_ack("协商中", "WO202609190007", "2026-09-24 09:00:00")
+        self.assertEqual(
+            text,
+            "已记录为「协商中」。已顺延三个工作日，9月24日的9：00再次发起成交状态询问。",
+        )
+        self.assertNotIn("跟进周期已顺延", text)
+
+    def test_negotiate_keeps_wait_deal(self) -> None:
+        out = finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="协商中",
+            facts={},
+            quote={},
+            business_line="SEA",
+        )
+        self.assertEqual(out.get("phase"), "wait_deal")
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        self.assertEqual(ticket.status, "协商中")
+        self.assertTrue(ticket.next_followup_at)
+        view = self.ledger.get_for_agent(work_order_no=self.wo, sender_id="sales1")
+        self.assertEqual(view.get("wait_phase"), "wait_deal")
+        again = finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="协商中",
+            facts={},
+            quote={},
+            business_line="SEA",
+        )
+        self.assertEqual(again.get("phase"), "wait_deal")
+        self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).status, "协商中")
+        self.assertTrue(again.get("next_followup_at"))
+
+    def test_private_next_text_is_lost_reason(self) -> None:
+        flow = AirTextInquiryFlow(self.ledger)
+        sess = FlowSession(
+            sender_id="sales1",
+            thread_id="sales1",
+            phase="wait_deal",
+            business_line="SEA",
+            work_order_no=self.wo,
+            allowed=(copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE),
+        )
+        flow._save(sess)
+        replies: list[str] = []
+        phase = flow.on_button(
+            sender_id="sales1",
+            action=copy.BTN_LOST,
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "wait_lost_reason")
+        phase = flow.on_text(
+            sender_id="sales1",
+            text="价格高",
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "done")
+        self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).lost_reason, "价格高")
+        self.assertTrue(any(t == "已记下未成交原因：价格高。" for t in replies))
+
+    def test_sea_private_next_text_is_lost_reason(self) -> None:
+        flow = SeaTextInquiryFlow(self.ledger)
+        flow._save(
+            FlowSession(
+                sender_id="sales1",
+                thread_id="sales1",
+                phase="wait_deal",
+                business_line="SEA",
+                work_order_no=self.wo,
+                allowed=(copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE),
+            )
+        )
+        replies: list[str] = []
+        phase = flow.on_button(
+            sender_id="sales1",
+            action=copy.BTN_LOST,
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "wait_lost_reason")
+        phase = flow.on_text(
+            sender_id="sales1",
+            text="客人比价了",
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "done")
+        self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).lost_reason, "客人比价了")
+
+    def test_claim_due_negotiate_clears_schedule(self) -> None:
+        finish_deal_outcome(
+            ledger=self.ledger,
+            work_order_no=self.wo,
+            outcome="协商中",
+            facts={},
+            quote={},
+            business_line="SEA",
+        )
+        ticket = self.ledger.get_ticket(work_order_no=self.wo)
+        ticket.next_followup_at = "2020-01-01 09:00:00"
+        rows = self.ledger.claim_due_negotiate()
+        self.assertEqual(len(rows), 1)
+        self.assertEqual(rows[0]["work_order_no"], self.wo)
+        self.assertEqual(self.ledger.get_ticket(work_order_no=self.wo).next_followup_at, "")
@@ -26,6 +26,7 @@ os.environ.setdefault("LEDGER_BACKEND", "memory")

 from agent.ledger.memory_ledger import MemoryLedger
 from agent.policy import inquiry_copy as copy
+from agent.policy.air_text_flow import FlowSession
 from agent.policy.land_text_flow import LandTextInquiryFlow


@@ -623,5 +624,46 @@ class LandTextPullTests(unittest.TestCase):
        self.assertTrue(is_product(ticket, "u1", flow=self.flow))


+class LandLostReasonTests(unittest.TestCase):
+    """陆运私聊未成交后，下一句任意文字要记下原因，不能当新询价丢掉。"""
+
+    def test_land_private_next_text_is_lost_reason(self) -> None:
+        ledger = MemoryLedger()
+        created = ledger.create_ticket(
+            sender_id="WuJiLin",
+            business_line="LAND",
+            facts={"起运地": "泉州", "目的地": "南京", "线路类别": "国内城配/拖车/打包"},
+        )
+        wo = str(created.get("work_order_no") or "")
+        ledger.transition(work_order_no=wo, to_status="已报价")
+        flow = LandTextInquiryFlow(ledger)
+        flow._save(
+            FlowSession(
+                sender_id="WuJiLin",
+                thread_id="WuJiLin",
+                phase="wait_deal",
+                business_line="LAND",
+                work_order_no=wo,
+                allowed=(copy.BTN_DEAL, copy.BTN_LOST, copy.BTN_NEGOTIATE),
+            )
+        )
+        replies: list[str] = []
+        phase = flow.on_button(
+            sender_id="WuJiLin",
+            action=copy.BTN_LOST,
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "wait_lost_reason")
+        self.assertEqual(ledger.get_ticket(work_order_no=wo).status, "未成交")
+        phase = flow.on_text(
+            sender_id="WuJiLin",
+            text="价格高",
+            reply=lambda t, extra=None: replies.append(t),
+        )
+        self.assertEqual(phase, "done")
+        self.assertEqual(ledger.get_ticket(work_order_no=wo).lost_reason, "价格高")
+        self.assertTrue(any(t == "已记下未成交原因：价格高。" for t in replies))
+
+
 if __name__ == "__main__":
    unittest.main()
@@ -1522,9 +1522,36 @@ class SeaGroupOpsTests(unittest.TestCase):
            flow=self.flow,
            ledger=self.ledger,
        )
-        self.assertEqual(phase, "done")
+        self.assertEqual(phase, "wait_lost_reason")
        self.assertEqual(self.ledger.get_ticket(work_order_no=wo).status, "未成交")

+    def test_sales_next_text_is_lost_reason(self) -> None:
+        wo, chat = self._open_group()
+        handle_group_collab(
+            InboundMessage(
+                sender_id="sales1",
+                message_id="lost-1",
+                content="未成交",
+                chat_id=chat,
+                chat_type="group",
+            ),
+            flow=self.flow,
+            ledger=self.ledger,
+        )
+        phase = handle_group_collab(
+            InboundMessage(
+                sender_id="sales1",
+                message_id="lost-2",
+                content="客人比价了",
+                chat_id=chat,
+                chat_type="group",
+            ),
+            flow=self.flow,
+            ledger=self.ledger,
+        )
+        self.assertEqual(phase, "done")
+        self.assertEqual(self.ledger.get_ticket(work_order_no=wo).lost_reason, "客人比价了")
+
    def test_sales_can_close_deal_by_text(self) -> None:
        """群里销售说成交，要入账并回话，不能装没听见。相近说法也认。"""
        wo, chat = self._open_group()
@@ -122,6 +122,10 @@ public class InquiryAgentController {
        Object to = body == null ? null : body.get("toStatus");
        req.setWorkOrderNo(no == null ? "" : String.valueOf(no));
        req.setToStatus(to == null ? "" : String.valueOf(to));
+        req.setRemark(firstStr(body, "remark"));
+        req.setLostReason(firstStr(body, "lostReason", "lost_reason"));
+        req.setNextFollowupAt(firstStr(body, "nextFollowupAt", "next_followup_at"));
+        req.setDealNotifySummary(firstStr(body, "dealNotifySummary", "deal_notify_summary"));
        try {
            org.jeecg.modules.inquiry.entity.InquiryTicket ticket =
                    workOrderService.transition(req, "agent");
@@ -135,6 +139,31 @@ public class InquiryAgentController {
        }
    }

+    @ApiOperation("智能体补未成交原因（不改六态）")
+    @PostMapping("/ticket/patchLostReason")
+    public Result<Map<String, Object>> patchLostReason(@RequestBody Map<String, Object> body,
+                                                       HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        return Result.OK(workOrderService.patchLostReason(
+                firstStr(body, "workOrderNo", "work_order_no"),
+                firstStr(body, "lostReason", "lost_reason"),
+                "agent"));
+    }
+
+    @ApiOperation("认领到期协商再问（Worker HTTP 槽）")
+    @PostMapping("/ticket/claimDueNegotiate")
+    public Result<Map<String, Object>> claimDueNegotiate(HttpServletRequest http) {
+        if (!authed(http)) {
+            return Result.error(401, "unauthorized");
+        }
+        Map<String, Object> out = new java.util.LinkedHashMap<>();
+        out.put("ok", true);
+        out.put("tickets", workOrderService.claimDueNegotiate());
+        return Result.OK(out);
+    }
+
    @ApiOperation("智能体续办读单（只读，校验发起人）")
    @PostMapping("/ticket/get")
    public Result<Map<String, Object>> get(@RequestBody Map<String, Object> body,
@@ -30,6 +30,7 @@ public final class TicketStatuses {
    /**
     * from -> 允许的 to 集合。
     * 终态（已成交/未成交/已关闭）默认不可再流转，除非显式「关闭」从非终态进入已关闭。
+     * 协商中允许再进协商中：只顺延再问，不重开询价。
     */
    private static final Map<String, Set<String>> ALLOWED;

@@ -37,7 +38,8 @@ public final class TicketStatuses {
        Map<String, Set<String>> m = new HashMap<>();
        m.put(INQUIRING, setOf(QUOTED, NEGOTIATING, CLOSED));
        m.put(QUOTED, setOf(NEGOTIATING, DEAL, LOST, CLOSED));
-        m.put(NEGOTIATING, setOf(QUOTED, DEAL, LOST, CLOSED));
+        // 协商中可再选协商中：顺延下一轮再问，次数不限。
+        m.put(NEGOTIATING, setOf(QUOTED, DEAL, LOST, CLOSED, NEGOTIATING));
        m.put(DEAL, Collections.emptySet());
        m.put(LOST, Collections.emptySet());
        m.put(CLOSED, Collections.emptySet());
@@ -20,4 +20,13 @@ public class TicketTransitionRequest {

    @ApiModelProperty("备注/关单原因")
    private String remark;
+
+    @ApiModelProperty("未成交原因（仅未成交）")
+    private String lostReason;
+
+    @ApiModelProperty("协商中下次再问时间")
+    private String nextFollowupAt;
+
+    @ApiModelProperty("成交通知结果摘要")
+    private String dealNotifySummary;
 }
@@ -115,6 +115,28 @@ public class InquiryTicket implements Serializable {
    @ApiModelProperty("关单原因")
    private String closeReason;

+    /**
+     * 未成交原因：销售下一句任意文字；没回则空着。
+     * 不是 closeReason，后台要单独展示。
+     */
+    @ApiModelProperty("未成交原因")
+    private String lostReason;
+
+    /**
+     * 协商中下次再问时刻（第四个工作日 09:00）。
+     * 中途改成交/未成交或再问发出后清空。
+     */
+    @ApiModelProperty("协商中下次再问时间")
+    @JsonFormat(timezone = "GMT+8", pattern = "yyyy-MM-dd HH:mm:ss")
+    @DateTimeFormat(pattern = "yyyy-MM-dd HH:mm:ss")
+    private Date nextFollowupAt;
+
+    /**
+     * 成交通知结果：已推哪些负责人 / 无匹配负责人 / 通知未发出。
+     */
+    @ApiModelProperty("成交通知结果")
+    private String dealNotifySummary;
+
    @ApiModelProperty("业务版本")
    private Integer version;

@@ -109,4 +109,15 @@ public interface IInquiryWorkOrderService extends IService<InquiryTicket> {
     * 空运群激活/切换当前工单。一单一群，未结案才能绑。不改六态。
     */
    Map<String, Object> activateAirGroup(Map<String, Object> body);
+
+    /**
+     * 未成交后补原因。已成交/其它六态拒绝。不改六态。
+     */
+    Map<String, Object> patchLostReason(String workOrderNo, String lostReason, String operator);
+
+    /**
+     * 认领已到期的协商中再问：清空 nextFollowupAt，避免 Worker 重复发。
+     * 只改到期行，不加全局锁。
+     */
+    java.util.List<java.util.Map<String, Object>> claimDueNegotiate();
 }
@@ -174,6 +174,9 @@ public class InquiryStaffRoleServiceImpl extends ServiceImpl<InquiryStaffRoleMap
            one.put("wecomId", row.getWecomId());
            one.put("roleCode", row.getRoleCode());
            one.put("status", row.getStatus());
+            // 成交跟进按「是负责人 + 负责线路」匹配，缺这两项智能体对不上人。
+            one.put("isLeader", row.getIsLeader());
+            one.put("routes", StringUtils.defaultString(row.getRoutes()));
            out.add(one);
        }
        return out;
@@ -209,11 +209,27 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        if (TicketStatuses.CLOSED.equals(to) && StringUtils.isNotBlank(req.getRemark())) {
            ticket.setCloseReason(req.getRemark());
        }
+        if (TicketStatuses.LOST.equals(to)) {
+            ticket.setNextFollowupAt(null);
+            if (StringUtils.isNotBlank(req.getLostReason())) {
+                ticket.setLostReason(StringUtils.left(req.getLostReason().trim(), 500));
+            }
+        } else if (TicketStatuses.DEAL.equals(to)) {
+            ticket.setNextFollowupAt(null);
+            if (StringUtils.isNotBlank(req.getDealNotifySummary())) {
+                ticket.setDealNotifySummary(StringUtils.left(req.getDealNotifySummary().trim(), 500));
+            }
+        } else if (TicketStatuses.NEGOTIATING.equals(to)) {
+            Date follow = parseDateTime(req.getNextFollowupAt());
+            ticket.setNextFollowupAt(follow);
+        }
        ticket.setVersion(ticket.getVersion() == null ? 2 : ticket.getVersion() + 1);
        ticket.setUpdateBy(operator);
        ticket.setUpdateTime(new Date());
        updateById(ticket);
-        appendLog(ticket, from, to, "transition", operator, req.getRemark());
+        String remark = StringUtils.defaultIfBlank(req.getRemark(),
+                StringUtils.defaultIfBlank(req.getDealNotifySummary(), req.getLostReason()));
+        appendLog(ticket, from, to, "transition", operator, remark);
        return ticket;
    }

@@ -569,9 +585,13 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        }
        String status = StringUtils.defaultString(ticket.getStatus());
        String waitPhase;
-        if (TicketStatuses.DEAL.equals(status) || TicketStatuses.LOST.equals(status)
-                || TicketStatuses.NEGOTIATING.equals(status) || TicketStatuses.CLOSED.equals(status)) {
+        if (TicketStatuses.DEAL.equals(status) || TicketStatuses.CLOSED.equals(status)) {
            waitPhase = "done";
+        } else if (TicketStatuses.LOST.equals(status)) {
+            waitPhase = StringUtils.isBlank(ticket.getLostReason()) ? "wait_lost_reason" : "done";
+        } else if (TicketStatuses.NEGOTIATING.equals(status)) {
+            // 协商中会话不能结束：还要再问成交，也可中途改成交/未成交。
+            waitPhase = "wait_deal";
        } else if (TicketStatuses.QUOTED.equals(status) && !quote.isEmpty()) {
            // 文件已发出：成交跟进。六态仍是已报价，不能退回协同/出方案卡
            if (quoteFileAlreadyIssued(no, quote)) {
@@ -592,6 +612,12 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        out.put("facts", facts);
        out.put("quote", quote);
        out.put("wait_phase", waitPhase);
+        out.put("lost_reason", StringUtils.defaultString(ticket.getLostReason()));
+        out.put("lostReason", StringUtils.defaultString(ticket.getLostReason()));
+        out.put("deal_notify_summary", StringUtils.defaultString(ticket.getDealNotifySummary()));
+        if (ticket.getNextFollowupAt() != null) {
+            out.put("next_followup_at", new SimpleDateFormat("yyyy-MM-dd HH:mm:ss").format(ticket.getNextFollowupAt()));
+        }
        out.put("collab_chat_id", StringUtils.defaultString(ticket.getCollabChatId()));
        Map<String, String> collabFacts = new LinkedHashMap<>();
        if (StringUtils.isNotBlank(ticket.getCollabFactsJson())) {
@@ -773,6 +799,8 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
        out.put("business_line", StringUtils.defaultString(ticket.getBusinessLine()));
        out.put("facts", parseFactsJson(ticket.getFactsJson()));
        out.put("quote", latestQuotePayload(ticket.getWorkOrderNo()));
+        out.put("lost_reason", StringUtils.defaultString(ticket.getLostReason()));
+        out.put("lostReason", StringUtils.defaultString(ticket.getLostReason()));
        return out;
    }

@@ -1027,6 +1055,130 @@ public class InquiryWorkOrderServiceImpl extends ServiceImpl<InquiryTicketMapper
                .last("LIMIT 1"), false);
    }

+    /**
+     * 未成交后补原因。不改六态；已有原因可覆盖。
+     */
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public Map<String, Object> patchLostReason(String workOrderNo, String lostReason, String operator) {
+        Map<String, Object> out = new LinkedHashMap<>();
+        String no = StringUtils.trimToEmpty(workOrderNo);
+        String reason = StringUtils.left(StringUtils.trimToEmpty(lostReason), 500);
+        out.put("ok", false);
+        if (StringUtils.isBlank(no) || StringUtils.isBlank(reason)) {
+            out.put("error", "workOrderNo_or_reason_blank");
+            return out;
+        }
+        InquiryTicket ticket = findByWorkOrderNo(no);
+        if (ticket == null) {
+            out.put("error", "ticket_not_found");
+            return out;
+        }
+        if (!TicketStatuses.LOST.equals(ticket.getStatus())) {
+            out.put("error", "not_lost");
+            out.put("status", ticket.getStatus());
+            return out;
+        }
+        ticket.setLostReason(reason);
+        ticket.setUpdateBy(StringUtils.defaultIfBlank(operator, "agent"));
+        ticket.setUpdateTime(new Date());
+        updateById(ticket);
+        appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "lost_reason", operator, reason);
+        out.put("ok", true);
+        out.put("work_order_no", no);
+        out.put("lost_reason", reason);
+        return out;
+    }
+
+    /**
+     * 认领到期协商再问：状态仍是协商中且 next_followup_at 已到。
+     * 清空再问时刻，Worker 只发这一轮；销售再选协商中才会排下一轮。
+     */
+    @Override
+    @Transactional(rollbackFor = Exception.class)
+    public List<Map<String, Object>> claimDueNegotiate() {
+        Date now = new Date();
+        List<InquiryTicket> due = list(new LambdaQueryWrapper<InquiryTicket>()
+                .eq(InquiryTicket::getStatus, TicketStatuses.NEGOTIATING)
+                .isNotNull(InquiryTicket::getNextFollowupAt)
+                .le(InquiryTicket::getNextFollowupAt, now)
+                .last("LIMIT 50"));
+        List<Map<String, Object>> out = new ArrayList<>();
+        if (due == null || due.isEmpty()) {
+            return out;
+        }
+        for (InquiryTicket ticket : due) {
+            ticket.setNextFollowupAt(null);
+            ticket.setUpdateBy("agent");
+            ticket.setUpdateTime(now);
+            updateById(ticket);
+            appendLog(ticket, ticket.getStatus(), ticket.getStatus(), "negotiate_followup", "agent", "协商再问已发出");
+            out.add(toDueNegotiateRow(ticket));
+        }
+        return out;
+    }
+
+    /**
+     * Worker 再问需要的最小快照：会话通道、字段、报价。
+     */
+    private Map<String, Object> toDueNegotiateRow(InquiryTicket ticket) {
+        Map<String, Object> row = new LinkedHashMap<>();
+        row.put("work_order_no", ticket.getWorkOrderNo());
+        row.put("workOrderNo", ticket.getWorkOrderNo());
+        row.put("sales_wecom_id", StringUtils.defaultString(ticket.getSalesWecomId()));
+        row.put("salesWecomId", StringUtils.defaultString(ticket.getSalesWecomId()));
+        row.put("sales_name", StringUtils.defaultString(ticket.getSalesName()));
+        row.put("business_line", StringUtils.defaultString(ticket.getBusinessLine()));
+        row.put("collab_chat_id", StringUtils.defaultString(ticket.getCollabChatId()));
+        row.put("status", ticket.getStatus());
+        Map<String, String> facts = new LinkedHashMap<>();
+        if (StringUtils.isNotBlank(ticket.getFactsJson())) {
+            JSONObject stored = JSON.parseObject(ticket.getFactsJson());
+            if (stored != null) {
+                for (String key : stored.keySet()) {
+                    if (stored.get(key) != null) {
+                        facts.put(key, String.valueOf(stored.get(key)));
+                    }
+                }
+            }
+        }
+        if (StringUtils.isNotBlank(ticket.getOrigin())) {
+            facts.putIfAbsent("起运港", ticket.getOrigin());
+        }
+        if (StringUtils.isNotBlank(ticket.getDestination())) {
+            facts.putIfAbsent("目的港", ticket.getDestination());
+        }
+        row.put("facts", facts);
+        Map<String, Object> quote = new LinkedHashMap<>();
+        List<InquiryQuote> quotes = quoteMapper.selectList(new LambdaQueryWrapper<InquiryQuote>()
+                .eq(InquiryQuote::getWorkOrderNo, ticket.getWorkOrderNo())
+                .orderByDesc(InquiryQuote::getCreateTime)
+                .last("LIMIT 1"));
+        if (quotes != null && !quotes.isEmpty() && StringUtils.isNotBlank(quotes.get(0).getPayloadJson())) {
+            JSONObject parsed = JSON.parseObject(quotes.get(0).getPayloadJson());
+            if (parsed != null) {
+                quote.putAll(parsed);
+            }
+        }
+        row.put("quote", quote);
+        return row;
+    }
+
+    private static Date parseDateTime(String raw) {
+        if (StringUtils.isBlank(raw)) {
+            return null;
+        }
+        String text = raw.trim().replace("T", " ");
+        if (text.length() >= 19) {
+            text = text.substring(0, 19);
+        }
+        try {
+            return new SimpleDateFormat("yyyy-MM-dd HH:mm:ss").parse(text);
+        } catch (Exception e) {
+            return parseDate(raw);
+        }
+    }
+
    private void appendLog(InquiryTicket ticket, String from, String to, String action, String operator, String remark) {
        InquiryTicketStatusLog log = new InquiryTicketStatusLog();
        log.setTicketId(ticket.getId());
@@ -0,0 +1,14 @@
+-- 成交跟进：未成交原因 / 协商再问时刻 / 成交通知摘要。
+-- 仅改 inquiry_robot；幂等需手工确认列是否已存在。
+-- 库：inquiry_robot
+
+SET NAMES utf8mb4;
+
+ALTER TABLE `inq_ticket`
+  ADD COLUMN `lost_reason` varchar(500) NULL COMMENT '未成交原因，不是关单原因' AFTER `close_reason`;
+
+ALTER TABLE `inq_ticket`
+  ADD COLUMN `next_followup_at` datetime NULL COMMENT '协商中下次再问（工作日 09:00）' AFTER `lost_reason`;
+
+ALTER TABLE `inq_ticket`
+  ADD COLUMN `deal_notify_summary` varchar(500) NULL COMMENT '成交通知：已推负责人/无匹配/未发出' AFTER `next_followup_at`;
@@ -48,6 +48,9 @@ type TicketRow = {
  volumeCbm: string;
  goodsName: string;
  updateTime: string;
+  lostReason: string;
+  nextFollowupAt: string;
+  dealNotifySummary: string;
 };

 const rows = ref<TicketRow[]>([]);
@@ -265,6 +268,9 @@ function mapTicket(t: any, quotes: any[] = [], attachments: any[] = [], timeline
    volumeCbm: fmtMeasure(t.volumeCbm, "CBM"),
    goodsName: dash(t.goodsName),
    updateTime: fmtTime(t.updateTime || t.createTime),
+    lostReason: dash(t.lostReason || t.lost_reason),
+    nextFollowupAt: fmtTime(t.nextFollowupAt || t.next_followup_at),
+    dealNotifySummary: dash(t.dealNotifySummary || t.deal_notify_summary),
  };
 }

@@ -630,6 +636,18 @@ function refresh() {
          <div class="ticket-detail-item"><label>事件异常</label><span>{{ current.eventException }}</span></div>
          <div class="ticket-detail-item"><label>系统异常</label><span>{{ current.systemException }}</span></div>
          <div class="ticket-detail-item"><label>系统异常原因</label><span>{{ current.systemExceptionReason }}</span></div>
+          <div v-if="current.status === '已成交'" class="ticket-detail-item">
+            <label>成交时间</label><span>{{ current.updateTime }}</span>
+          </div>
+          <div v-if="current.status === '已成交'" class="ticket-detail-item">
+            <label>成交通知</label><span>{{ current.dealNotifySummary }}</span>
+          </div>
+          <div v-if="current.status === '未成交'" class="ticket-detail-item">
+            <label>未成交原因</label><span>{{ current.lostReason }}</span>
+          </div>
+          <div v-if="current.status === '协商中'" class="ticket-detail-item">
+            <label>下次再问</label><span>{{ current.nextFollowupAt }}</span>
+          </div>
        </div>
      </section>