落地转人工：三次补问或明确接管后出入口，真正转人工后冻结本票并允许新开询价。

Co-authored-by: Cursor <cursoragent@cursor.com>

inquiry-agent/agent/handlers/text_inquiry.py

@@ -22,9 +22,13 @@ logger = logging.getLogger(__name__)
 
 
 def _front_bookmark(sess) -> bool:
-    """补问/核对手稿优先于已出票旧书签。空的 need_mode 不算（那是丢会话后的误伤）。"""
+    """补问/核对手稿优先于已出票旧书签。空的 need_mode 不算（那是丢会话后的误伤）。已转人工的票也不再当当前询价。"""
     if sess is None:
         return False
+    from agent.policy.handoff_human import is_handoff_frozen
+
+    if is_handoff_frozen(sess):
+        return False
     phase = (sess.phase or "").strip()
     line = (sess.business_line or "").upper()
     if phase == "need_mode" and not line:
@@ -32,16 +36,41 @@ def _front_bookmark(sess) -> bool:
     return phase in {"clarify", "need_mode", "need_land_options", "wait_confirm"}
 
 
+def should_resume_other_as_inquiry(message: InboundMessage) -> bool:
+    """
+    A 把补问短答标成闲聊时，仍续填当前询价。
+
+    只拦还在问字段/选项/核对、未成交原因、转人工入口。
+    已报价协同中不拦，避免「谢谢」被当成新询价。
+    """
+    if not message.has_sender():
+        return False
+    engine = _pick_text_flow(
+        sender_id=message.sender_id, text=message.content or ""
+    )
+    sess = engine.session_for_action(
+        message.sender_id, message.raw, text=message.content or ""
+    )
+    if sess is None:
+        return False
+    phase = (sess.phase or "").strip()
+    if phase in {"wait_lost_reason", "handoff_offer"}:
+        return True
+    return _front_bookmark(sess)
+
+
 def _pick_text_flow(*, sender_id: str, text: str, injected_mode: str = "", prefer_quoted: bool = False):
     """
     按当前书签或本句运输方式选空运/海运/陆运流程。
 
     陆运核对卡上的确定优先于旧海运书签，避免「确定」被海运/空运吃掉。
-    A 已判成调价时交给当前已报价工单，避免旧海运书签抢走。
+    正在补问时，补问书签优先于已报价调价，避免第 3 次反问出不了转人工卡。
+    A 已判成调价且当前不是补问：交给当前已报价工单，避免旧海运书签抢走。
     图片识图在 Worker 写下的补问书签，HTTP 必须从 Redis 读到，否则「托盘」会变成再问运输方式。
     """
     from agent.schema.land_options import looks_like_confirm
     from agent.policy.quote_adjust_ops import quoted_adjust_flow
+    from agent.policy.handoff_human import is_handoff_frozen
 
     land = get_land_text_flow()
     if looks_like_confirm(text):
@@ -51,21 +80,22 @@ def _pick_text_flow(*, sender_id: str, text: str, injected_mode: str = "", prefe
         retry = land.restore_tms_retry_session(sender_id)
         if retry:
             return land
-    if prefer_quoted:
-        quoted = quoted_adjust_flow(sender_id)
-        if quoted is not None:
-            return quoted
     sea = get_sea_text_flow()
     air = get_air_text_flow()
     sea_sess = sea.session_of(sender_id)
     land_sess = land.session_of(sender_id)
     air_sess = air.session_of(sender_id)
+    # 补问/核对手稿优先于「已报价调价」，避免第 3 次反问被调价路由冲掉、出不了转人工卡。
     for sess, flow in ((land_sess, land), (air_sess, air), (sea_sess, sea)):
         if _front_bookmark(sess):
             return flow
-    if sea_sess and (sea_sess.business_line or "").upper() == "SEA":
+    if prefer_quoted:
+        quoted = quoted_adjust_flow(sender_id)
+        if quoted is not None:
+            return quoted
+    if sea_sess and not is_handoff_frozen(sea_sess) and (sea_sess.business_line or "").upper() == "SEA":
         return sea
-    if land_sess and (land_sess.business_line or "").upper() == "LAND":
+    if land_sess and not is_handoff_frozen(land_sess) and (land_sess.business_line or "").upper() == "LAND":
         return land
     mode = (injected_mode or detect_transport_mode(text) or "").upper()
     if mode == "SEA":
@@ -140,6 +170,7 @@ def handle_text_inquiry(
     flow=None,
     store=None,
     prefer_quoted: bool = False,
+    prefer_handoff: bool = False,
 ) -> str:
     """
     处理一条私聊文字询价。
@@ -177,6 +208,15 @@ def handle_text_inquiry(
         logger.info("text_inquiry 出站 ok=%s info=%s phase_reply=%s", ok, info, body[:80])
         return info if ok else ""
 
+    if prefer_handoff:
+        phase = engine.offer_handoff(
+            sender_id=message.sender_id,
+            text=message.content or "",
+            reply=reply,
+        )
+        logger.info("text_inquiry handoff phase=%s sender=%s", phase, message.sender_id)
+        return phase
+
     phase = engine.on_text(
         sender_id=message.sender_id,
         text=message.content or "",
@@ -194,21 +234,26 @@ def handle_text_inquiry(
 
 def handle_text_other(message: InboundMessage, *, store=None) -> str:
     """
-    闲聊/其它：若有待点按钮则当按钮；否则回首次单聊话术。
+    闲聊/其它：补问短答续填；待点按钮当按钮；否则回首次单聊话术。
     """
     from agent.policy import inquiry_copy as copy
 
     if not message.has_sender():
         return "reject_no_sender"
     msg_store = store or get_message_store()
+    if should_resume_other_as_inquiry(message):
+        logger.info(
+            "text_other 续填当前询价 sender=%s chars=%s",
+            message.sender_id,
+            len((message.content or "").strip()),
+        )
+        return handle_text_inquiry(message, store=msg_store)
     engine = _pick_text_flow(
         sender_id=message.sender_id, text=message.content or ""
     )
     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)