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/policy/inquiry_copy.py

@@ -81,7 +81,7 @@ BTN_NEGOTIATE_KEY = "negotiate"
 BTN_COPY_TICKET = "复制工单号"
 BTN_COPY_TICKET_KEY = "copy_ticket"
 
-_WO_NO = re.compile(r"WO\d{12}", re.IGNORECASE)
+_WO_NO = re.compile(r"(?:WO|VT)\d{12}", re.IGNORECASE)
 # 仅给无网 stub / 工单号回填用，正式续办意图由 DeepSeek A 判断，不要求销售说这些词。
 _CONTINUE_HINT = (
     "继续",
@@ -101,6 +101,10 @@ _CONTINUE_HINT = (
 
 
 ASK_TRANSPORT = "请补充运输方式：海运 / 空运 / 陆运。"
+HANDOFF_ALREADY_COLLAB = "该工单已拉产品进群协同。"
+HANDOFF_CLARIFY_REASON = "参数提取不全（连续 3 次反问仍不完整）"
+HANDOFF_INTENT_REASON = "已识别您希望转人工处理"
+CLARIFY_LIMIT_HINT = "连续 3 次反问仍不完整将触发转人工"
 # 私聊图片询价：先回识别中；看不清/失败与补问拼成一条，销售侧不加 [test]。
 IMAGE_RECOGNIZING = "正在识别图片"
 IMAGE_UNREADABLE = "图片没看清询价信息，请换一张更清楚的，或直接打字。"
@@ -268,6 +272,28 @@ def _land_field_line(key: str, value: str, *, required: bool, example: str = "")
     return f"{label}（{mark}）："
 
 
+def clarify_progress_line(retry: int) -> str:
+    """补问次数提醒：参数提取不全（1/3）。"""
+    n = int(retry or 0)
+    if n < 1:
+        n = 1
+    if n > 3:
+        n = 3
+    return f"参数提取不全（{n}/3）。{CLARIFY_LIMIT_HINT}"
+
+
+def with_clarify_progress(body: str, retry: int) -> str:
+    """把次数提醒顶在补问正文前面。第一次补问（retry=0）不打（1/3）。"""
+    text = (body or "").strip()
+    n = int(retry or 0)
+    if n < 1:
+        return text
+    head = clarify_progress_line(n)
+    if not text:
+        return head
+    return head + "\n" + text
+
+
 def ask_land_fields(
     *,
     facts: dict[str, str] | None = None,
@@ -563,7 +589,7 @@ def canonical_button(raw: str) -> str:
 
 
 def extract_work_order_no(text: str) -> str:
-    """从任意原话里抽出 WO + 12 位数字；没有则空。不判断意图。"""
+    """从任意原话里抽出 WO/VT + 12 位数字；没有则空。不判断意图。"""
     hit = _WO_NO.search(text or "")
     return hit.group(0).upper() if hit else ""
 
@@ -1221,6 +1247,96 @@ def sea_tms_miss_wecom_payload(*, work_order_no: str, action_url: str = "") -> d
     return {"msgtype": "template_card", "template_card": card}
 
 
+def handoff_air_hint(*, work_order_no: str) -> str:
+    """空运转人工：只发文字，不建群。"""
+    no = (work_order_no or "").strip()
+    if no:
+        return f"触发转人工，请手动把航线和智能体拉进原有空运群，并发送工单号 {no}。"
+    return "触发转人工，请手动把航线和智能体拉进原有空运群，并发送工单号。"
+
+
+def handoff_offer_text(*, reason: str, transport_mode: str) -> str:
+    """海运/陆运转人工卡片的文字兜底（点卡或原样回复按钮均可）。"""
+    why = (reason or "").strip() or HANDOFF_INTENT_REASON
+    mode = (transport_mode or "").strip()
+    lines = [why]
+    if mode:
+        lines.append(f"运输方式：{mode}")
+    lines.append("是否拉产品人员进群协同？")
+    lines.append(BTN_PULL_COLLAB)
+    return "\n".join(lines)
+
+
+def handoff_offer_wecom_payload(*, reason: str, task_token: str) -> dict[str, Any]:
+    """海运/陆运一张卡、一个按钮：拉产品进群协同。"""
+    token = (task_token or "handoff").strip() or "handoff"
+    why = (reason or "").strip() or HANDOFF_INTENT_REASON
+    return {
+        "msgtype": "template_card",
+        "template_card": {
+            "card_type": "button_interaction",
+            "source": {"desc": "转人工", "desc_color": 0},
+            "main_title": {"title": why, "desc": "是否拉产品人员进群协同？"},
+            "task_id": card_task_id("handoff", token),
+            "button_list": [
+                {
+                    "text": BTN_PULL_COLLAB,
+                    "style": 1,
+                    "key": f"{BTN_PULL_COLLAB_KEY}:{token}",
+                }
+            ],
+        },
+    }
+
+
+def handoff_group_brief(
+    *,
+    work_order_no: str,
+    facts: dict[str, str] | None,
+    business_line: str,
+    product_names: list[str] | None = None,
+    sales_name: str = "",
+    airline_names: list[str] | None = None,
+) -> str:
+    """
+    转人工群摘要：@人 +「工单号转人工」+ 已整理询价；未整理与协同全部为 -。
+    不写 TMS、不写模板。
+    """
+    from agent.policy.handoff_human import collab_keys_for_handoff, transport_label
+    from agent.schema.field_validate import collab_display_name
+
+    no = (work_order_no or "").strip()
+    line = (business_line or "").strip().upper()
+    mode = transport_label(line) or "海运"
+    names: list[str] = []
+    if line == "AIR":
+        if (sales_name or "").strip():
+            names.append(sales_name.strip())
+        for n in airline_names or []:
+            if (n or "").strip() and n.strip() not in names:
+                names.append(n.strip())
+    else:
+        for n in product_names or []:
+            if (n or "").strip() and n.strip() not in names:
+                names.append(n.strip())
+    at = " ".join(f"@{n}" for n in names)
+    src = dict(facts or {})
+    field_lines = inquiry_field_lines(work_order_no=no, facts=src, transport_mode=mode)
+    body = field_lines[1:] if field_lines else []
+    lines: list[str] = []
+    if at:
+        lines.append(at)
+    lines.append(f"{no}转人工")
+    lines.append("询价字段：")
+    lines.extend(body)
+    lines.append("")
+    lines.append("协同补充字段：")
+    for key in collab_keys_for_handoff(src, line):
+        label = collab_display_name(key, line)
+        lines.append(f"{label}：-")
+    return "\n".join(lines)
+
+
 def _role_label(name: str, role: str) -> str:
     """姓名前加岗位，避免「销售甲、乙」被读成两人都是销售。已带岗位前缀的不再重复加。"""
     text = (name or "").strip()