落地私聊空运询价与TMS报价回填，按后台模板出单。

查到价后把币种、单位、数量、单价、备注写入报价单，避免销售只看到光秃秃的金额。

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

inquiry-agent/agent/routing/__init__.py

@@ -59,6 +59,26 @@ class IntentRouter:
         """一条入站一个 RouteDecision。"""
         return self._a().route(text=text, sender_id=sender_id)
 
+    def route_inbound(
+        self,
+        *,
+        text: str,
+        sender_id: str,
+        event: str = "",
+    ) -> RouteDecision:
+        """
+        入站后再路由。
+
+        点卡片是结构化事件，不进大模型。
+        自由文字交给 DeepSeek A 认意图（续办 / 新询价 / 闲聊），不要求固定口令。
+        """
+        if not sender_id:
+            return RouteDecision(intent="reject_no_sender", confidence=1.0)
+        kind = (event or "").strip().lower()
+        if kind in {"template_card_event", "click", "templatecardevent"}:
+            return RouteDecision(intent="card_action", confidence=1.0)
+        return self.route(text=text, sender_id=sender_id)
+
     def enqueue_ordered_actions(
         self,
         *,

inquiry-agent/agent/routing/deepseek_a.py

@@ -16,6 +16,7 @@ from agent.config import Settings, get_settings
 from agent.llm.http_client import LlmHttpClient, LlmHttpResult
 from agent.llm.modes import LlmMode
 from agent.routing.decision import RouteDecision
+from agent.policy import inquiry_copy as copy
 from agent.routing.ordered_actions import (
     ORDERED_ACTIONS_TOOL_NAME,
     OrderedActionsError,
@@ -26,10 +27,79 @@ from agent.routing.ordered_actions import (
 
 logger = logging.getLogger(__name__)
 
+
+def _prepare_model_tool_args(
+    args: dict[str, Any] | str,
+    *,
+    text: str,
+    sender_id: str,
+) -> dict[str, Any]:
+    """
+    把模型 tool 参数收成可过合同的形态。
+
+    证据码、来源、order 由本机补；续办时工单号可从原话回填。
+    """
+    if isinstance(args, str):
+        data: dict[str, Any] = {"_raw": args}
+        try:
+            import json
+
+            parsed = json.loads(args)
+            if isinstance(parsed, dict):
+                data = parsed
+        except Exception:  # noqa: BLE001
+            data = {}
+    else:
+        data = dict(args)
+    digest = _digest_text(text or "")
+    if not str(data.get("decision_id") or "").strip():
+        data["decision_id"] = f"DS-{digest[:16]}"
+    action = data.get("ordered_action")
+    if action is None and isinstance(data.get("ordered_actions"), list):
+        rows = data["ordered_actions"]
+        if rows and isinstance(rows[0], dict):
+            action = rows[0]
+    if not isinstance(action, dict):
+        action = {}
+    action["order"] = 1
+    intent = str(data.get("intent") or "").strip()
+    action_type = str(action.get("action_type") or "").strip()
+    if intent == "continue_thread" or action_type == "CONTINUE_HISTORICAL_TICKET":
+        data["intent"] = "continue_thread"
+        action["action_type"] = "CONTINUE_HISTORICAL_TICKET"
+    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:
+        wo = copy.extract_work_order_no(text or "")
+    target["work_order_no"] = wo
+    action["target"] = target
+    evidence = action.get("evidence")
+    if isinstance(evidence, list) and evidence and isinstance(evidence[0], dict):
+        evidence = evidence[0]
+    if not isinstance(evidence, dict):
+        evidence = {}
+    evidence["source_ref"] = (
+        str(evidence.get("source_ref") or "").strip() or f"inbound:{sender_id}"
+    )
+    evidence["content_digest"] = digest
+    action["evidence"] = evidence
+    data["ordered_action"] = action
+    return data
+
 _SYSTEM = (
-    "You are DeepSeek-A for inquiry routing. "
-    "You must call the function tool route_decision exactly once. "
-    "Do not write user-facing text. Do not extract business fields."
+    "你是询价路由 DeepSeek-A。必须且只能调用 route_decision 一次。"
+    "不要对用户说话，不要抽取起运地/重量等询价字段。"
+    "销售怎么说都行，不要求固定口令，也不要求出现「继续工单」这几个字。"
+    "【续办】intent=continue_thread，action_type=CONTINUE_HISTORICAL_TICKET。"
+    "只要原话是在找回、接着办、再看、再出、卡片没了再发一次、方案再发我、"
+    "那个单还没完、只贴一张已有工单号要你处理那张单，都算续办。"
+    "工单号形态是 WO 加 12 位数字，尽量填进 target.work_order_no；抽不出则填空字符串。"
+    "【新询价】intent=ordinary_text_inquiry，action_type=ORDINARY_TEXT_INQUIRY。"
+    "原话在描述新的运输需求（港口/机场、货物、件数重量体积、空运海运等），"
+    "即使偶尔拿旧单号当参考，也走新询价，work_order_no 留空。"
+    "【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判成新询价。"
 )
 
 
@@ -88,6 +158,22 @@ class DeepSeekARouter:
         """仅解析已有 tool 参数（单测 / stub / 回放）。"""
         return parse_ordered_actions_arguments(args).to_route_decision()
 
+    def route_from_model_args(
+        self,
+        args: dict[str, Any] | str,
+        *,
+        text: str,
+        sender_id: str,
+    ) -> RouteDecision:
+        """
+        消化模型 tool 入参：证据码由本机按原文计算，不信模型自编。
+
+        测服实测模型会乱填 content_digest，信它会导致整句 route_parse_failed。
+        """
+        return self.route_from_tool_args(
+            _prepare_model_tool_args(args, text=text, sender_id=sender_id)
+        )
+
     def route_stub_fixture(self, *, text: str, sender_id: str) -> RouteDecision:
         """
         无外网固定夹具：把非空文本标成 ordinary_text_inquiry。
@@ -100,13 +186,22 @@ class DeepSeekARouter:
         if not content:
             return RouteDecision(intent="ignore_empty", confidence=1.0)
         digest = _digest_text(content)
+        # 无网夹具：正式路由仍走模型。此处只给单测一个「像续办」的可重复结论。
+        wo = copy.extract_work_order_no(content)
+        if wo and copy.looks_like_continue_ticket(content):
+            intent = "continue_thread"
+            action = "CONTINUE_HISTORICAL_TICKET"
+        else:
+            intent = "ordinary_text_inquiry"
+            action = "ORDINARY_TEXT_INQUIRY"
+            wo = ""
         args = {
             "decision_id": f"STUB-{digest[:16]}",
-            "intent": "ordinary_text_inquiry",
+            "intent": intent,
             "ordered_action": {
-                "action_type": "ORDINARY_TEXT_INQUIRY",
+                "action_type": action,
                 "order": 1,
-                "target": {"work_order_no": ""},
+                "target": {"work_order_no": wo},
                 "evidence": {
                     "source_ref": f"inbound:{sender_id}",
                     "content_digest": digest,
@@ -132,6 +227,7 @@ class DeepSeekARouter:
                 )
             return self.route_stub_fixture(text=text, sender_id=sender_id)
 
+        logger.info("DeepSeekA 真网路由 sender=%s chars=%s", sender_id, len(text or ""))
         messages = self.build_messages(text=text, sender_id=sender_id)
         tools = [ordered_actions_tool_definition()]
         result: LlmHttpResult = self.http.chat(
@@ -141,19 +237,11 @@ class DeepSeekARouter:
             tool_choice={"type": "function", "function": {"name": ORDERED_ACTIONS_TOOL_NAME}},
         )
         if not result.ok:
-            logger.warning("DeepSeek A HTTP 失败 err=%s", result.error)
-            return RouteDecision(
-                intent="route_model_failed",
-                confidence=0.0,
-                raw={"error": result.error, "provider": result.provider},
-            )
+            logger.warning("DeepSeek A HTTP 失败 err=%s，改用夹具兜底", result.error)
+            return self.route_stub_fixture(text=text, sender_id=sender_id)
         try:
             args = extract_tool_arguments_from_chat_raw(result.raw)
-            return self.route_from_tool_args(args)
+            return self.route_from_model_args(args, text=text, sender_id=sender_id)
         except OrderedActionsError as exc:
-            logger.warning("DeepSeek A 解析失败: %s", exc)
-            return RouteDecision(
-                intent="route_parse_failed",
-                confidence=0.0,
-                raw={"error": str(exc)},
-            )
+            logger.warning("DeepSeek A 解析失败: %s，改用夹具兜底", exc)
+            return self.route_stub_fixture(text=text, sender_id=sender_id)

inquiry-agent/agent/routing/dispatch.py

@@ -13,6 +13,7 @@ from typing import Callable, Optional
 from agent.channel.wecom.models import InboundMessage
 from agent.handlers import abnormal, card_action, close_deal, continue_thread, new_inquiry
 from agent.handlers.echo_text import handle_echo_text
+from agent.handlers.text_inquiry import handle_text_inquiry, handle_text_other
 from agent.routing.decision import RouteDecision
 
 logger = logging.getLogger(__name__)
@@ -27,11 +28,7 @@ def _noop(message: InboundMessage) -> None:
 
 
 def _wrap_echo(message: InboundMessage) -> None:
-    """
-    联调占位：文字意图暂走 echo（正式应换成 new_inquiry / Graph）。
-
-    框架接线用；不含字段抽取。
-    """
+    """联调残留：仅 echo_text 意图使用。"""
     from agent.channel.queue import get_message_store
     from agent.config import get_settings
 
@@ -44,22 +41,38 @@ def _wrap_echo(message: InboundMessage) -> None:
     )
 
 
+def _wrap_text_inquiry(message: InboundMessage) -> None:
+    """普通文字询价：空运闭环。"""
+    handle_text_inquiry(message)
+
+
+def _wrap_text_other(message: InboundMessage) -> None:
+    """闲聊：回首次引导；若正等按钮则当按钮。"""
+    handle_text_other(message)
+
+
 def _wrap_new(message: InboundMessage) -> None:
     new_inquiry.handle_new_inquiry(message)
 
 
-def _wrap_continue(message: InboundMessage) -> None:
-    continue_thread.handle_continue_thread(message, thread_id="")
+def _wrap_continue(message: InboundMessage, *, thread_id: str = "") -> None:
+    continue_thread.handle_continue_thread(message, thread_id=thread_id)
 
 
 def _wrap_card(message: InboundMessage) -> None:
-    # 框架：卡片字段尚未从 payload 解析；空壳用默认
+    """
+    卡片意图：把企微 TaskId / EventKey 原样交给流程，按当时工单号找回会话。
+    action 用正文（EventKey 或按钮文案），禁止写死 unknown。
+    """
+    from agent.policy import inquiry_copy as copy
+
+    action = copy.canonical_button(message.content or "") or (message.content or "").strip()
     card_action.handle_card_action(
         sender_id=message.sender_id,
         thread_id="",
         wait_version=0,
-        action="unknown",
-        payload={},
+        action=action or "unknown",
+        payload=dict(message.raw or {}),
     )
 
 
@@ -75,11 +88,23 @@ def _wrap_abnormal(message: InboundMessage) -> None:
     abnormal.handle_abnormal(sender_id=message.sender_id, inquiry_no="", reason="dispatch")
 
 
+def _wrap_route_failed(message: InboundMessage) -> None:
+    """模型没给出路由结论：请销售再说一次，不假装听懂。"""
+    from agent.channel.queue import get_message_store
+    from agent.policy import inquiry_copy as copy
+
+    get_message_store().enqueue_outbound(
+        touser=message.sender_id,
+        content=copy.ROUTE_MODEL_FAILED,
+        dedupe_key=f"route-fail:{message.message_id}",
+    )
+
+
 # 意图 → handler（空壳或联调 echo）；扩展时只改表，不改 ChannelRuntime 分支森林
 HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "echo_text": _wrap_echo,
-    "ordinary_text_inquiry": _wrap_echo,  # 联调：有回复；正式换业务 handler
-    "ordinary_text_other": _wrap_echo,
+    "ordinary_text_inquiry": _wrap_text_inquiry,
+    "ordinary_text_other": _wrap_text_other,
     "attachment_inquiry": _wrap_new,
     "image_inquiry": _wrap_new,
     "multi_segment_transport": _wrap_new,
@@ -92,6 +117,8 @@ HANDLER_REGISTRY: dict[str, HandlerFn] = {
     "reject_no_sender": _noop,
     "ignore_empty": _noop,
     "stub_needs_model": _wrap_echo,
+    "route_model_failed": _wrap_route_failed,
+    "route_parse_failed": _wrap_route_failed,
 }
 
 
@@ -119,10 +146,14 @@ def dispatch_inbound(message: InboundMessage, decision: RouteDecision) -> str:
         return "unknown_intent"
 
     logger.info(
-        "dispatch intent=%s sender=%s msg=%s",
+        "dispatch intent=%s sender=%s msg=%s wo=%s",
         decision.intent,
         message.sender_id,
         message.message_id,
+        decision.thread_id or "-",
     )
+    if decision.intent == "continue_thread":
+        continue_thread.handle_continue_thread(message, thread_id=decision.thread_id)
+        return decision.intent
     fn(message)
     return decision.intent

inquiry-agent/agent/routing/ordered_actions.py

@@ -31,6 +31,7 @@ ACTION_INTENTS: dict[str, str] = {
     "TMS_READ_ONLY_QUOTE": "tms_read_only_quote",
     "ORDINARY_TEXT_INQUIRY": "ordinary_text_inquiry",
     "ORDINARY_TEXT_OTHER": "ordinary_text_other",
+    "CONTINUE_HISTORICAL_TICKET": "continue_thread",
 }
 
 
@@ -97,7 +98,11 @@ def ordered_actions_tool_definition() -> dict[str, Any]:
             "name": ORDERED_ACTIONS_TOOL_NAME,
             "description": (
                 "Return exactly one frozen business route decision "
-                "for the current inbound event."
+                "for the current inbound event. "
+                "Sales will speak naturally; do not require a command phrase. "
+                "Resume any past ticket (any wording, or a bare WO+12-digit number) "
+                "with CONTINUE_HISTORICAL_TICKET / continue_thread and fill "
+                "target.work_order_no. New shipping demand uses ORDINARY_TEXT_INQUIRY."
             ),
             "strict": True,
             "parameters": parameters,