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>

inquiry-agent/agent/policy/air_group_ops.py

@@ -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(

inquiry-agent/agent/policy/air_text_flow.py

@@ -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:

inquiry-agent/agent/policy/deal_followup.py

@@ -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

inquiry-agent/agent/policy/deal_outcome.py

@@ -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}

inquiry-agent/agent/policy/inquiry_copy.py

@@ -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:

inquiry-agent/agent/policy/land_text_flow.py

@@ -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。

inquiry-agent/agent/policy/sea_group_ops.py

@@ -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"
 
 

inquiry-agent/agent/policy/sea_text_flow.py

@@ -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,