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/routing/deepseek_a.py

@@ -70,6 +70,9 @@ def _prepare_model_tool_args(
     if intent == "quote_adjust" or action_type == "QUOTE_ADJUST":
         data["intent"] = "quote_adjust"
         action["action_type"] = "QUOTE_ADJUST"
+    if intent == "handoff_human" or action_type == "HANDOFF_HUMAN":
+        data["intent"] = "handoff_human"
+        action["action_type"] = "HANDOFF_HUMAN"
     target = action.get("target") if isinstance(action.get("target"), dict) else {}
     wo = str(target.get("work_order_no") or "").strip()
     if data.get("intent") == "continue_thread" and not wo:
@@ -101,10 +104,14 @@ _SYSTEM = (
     "原话在描述新的运输需求（港口/机场、货物、件数重量体积、空运海运陆运等），"
     "即使偶尔拿旧单号当参考，也走新询价，work_order_no 留空。"
     "陆运核对卡之后回复确定、确认、查价、可以查了，仍是新询价，禁止标闲聊。"
+    "机器人正在补问缺项时，销售只回件数、品名、重量、体积等短答（如 111、3件），仍是新询价续填，禁止标闲聊。"
     "【调价】intent=quote_adjust，action_type=QUOTE_ADJUST。"
     "inbound_facts 里 session_quoted=true 时，销售用自然语言改当前已有报价："
     "涨、跌、加、减、上升、上浮、往上抬、改到某金额、在现有报价基础上调整，口令不写死。"
     "只说报价/总价、没点名费用，仍是调价，不是闲聊也不是新询价。"
+    "【转人工】intent=handoff_human，action_type=HANDOFF_HUMAN。"
+    "销售明确要求人来报价或接管：转人工、人工报价、找产品/航线、别自动查了、不要机器人了。"
+    "口令不写死。抱怨慢、骂两句、只问进度不算，那些仍走新询价或闲聊。"
     "【闲聊】intent=ordinary_text_other，action_type=ORDINARY_TEXT_OTHER。"
     "问候、谢谢、无关闲聊。点卡片按钮字（生成Excel/生成PDF/不采用等）也标闲聊。"
     "禁止因为销售没说指定口令就把续办或调价判成新询价或闲聊。"

inquiry-agent/agent/routing/dispatch.py

@@ -16,7 +16,12 @@ from agent.handlers.echo_text import handle_echo_text
 from agent.handlers.group_collab import handle_group_collab
 from agent.handlers.image_inquiry import handle_image_inquiry
 from agent.handlers.attachment_inquiry import handle_attachment_inquiry
-from agent.handlers.text_inquiry import handle_text_inquiry, handle_text_other, is_land_confirm_action
+from agent.handlers.text_inquiry import (
+    handle_text_inquiry,
+    handle_text_other,
+    is_land_confirm_action,
+    should_resume_other_as_inquiry,
+)
 from agent.routing.decision import RouteDecision
 
 logger = logging.getLogger(__name__)
@@ -124,6 +129,7 @@ HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "ordinary_text_inquiry": _wrap_text_inquiry,
     "ordinary_text_other": _wrap_text_other,
     "quote_adjust": _wrap_text_inquiry,
+    "handoff_human": _wrap_text_inquiry,
     "attachment_inquiry": _wrap_attachment,
     "image_inquiry": _wrap_image,
     "multi_segment_transport": _wrap_new,
@@ -263,10 +269,18 @@ def dispatch_inbound(message: InboundMessage, decision: RouteDecision) -> str:
         logger.info("dispatch 陆运核对卡确定：纠正闲聊路由 sender=%s", message.sender_id)
         handle_text_inquiry(message)
         return "ordinary_text_inquiry"
+    if decision.intent == "ordinary_text_other" and should_resume_other_as_inquiry(message):
+        logger.info("dispatch 补问续填：纠正闲聊路由 sender=%s", message.sender_id)
+        handle_text_inquiry(message)
+        return "ordinary_text_inquiry"
     if decision.intent == "quote_adjust":
         logger.info("dispatch 调价意图 sender=%s", message.sender_id)
         handle_text_inquiry(message, prefer_quoted=True)
         return "quote_adjust"
+    if decision.intent == "handoff_human":
+        logger.info("dispatch 转人工意图 sender=%s", message.sender_id)
+        handle_text_inquiry(message, prefer_handoff=True)
+        return "handoff_human"
     if decision.intent == "continue_thread":
         continue_thread.handle_continue_thread(message, thread_id=decision.thread_id)
         return decision.intent

inquiry-agent/agent/routing/ordered_actions.py

@@ -33,6 +33,7 @@ ACTION_INTENTS: dict[str, str] = {
     "ORDINARY_TEXT_OTHER": "ordinary_text_other",
     "CONTINUE_HISTORICAL_TICKET": "continue_thread",
     "QUOTE_ADJUST": "quote_adjust",
+    "HANDOFF_HUMAN": "handoff_human",
 }