inquiry_robot/inquiry-agent/agent/handlers/air_group_collab.py

"""
意图：空运协同群入站（BOT @ 之后的文字或附件）。

本文件职责：激活/切单后交给 air_group_ops。海运应用群不进这里。
多段单已在本群激活后，没带工单号的后续消息跟这张多段单，不再要求重发工单号。
禁止：存档文字当业务；纯空运锁舱用当前工单去猜；套 sea_group_ops 建群。
"""

from __future__ import annotations

import logging
from typing import Any, Optional

from agent.channel.wecom.models import InboundMessage
from agent.policy import inquiry_copy as copy
from agent.policy.air_group_ops import (
    is_air_ticket,
    activate_ticket,
    apply_air_confirm_tms,
    apply_air_deal,
    apply_air_fields,
    apply_air_file,
    apply_air_lock,
    apply_air_quote,
    apply_air_release,
    apply_air_tms_choice,
    current_ticket,
    peek_air_pending,
    resolve_cabin_ticket,
)
from agent.policy.air_text_flow import get_air_text_flow
from agent.policy.sea_group_ops import (
    capture_group_lost_reason,
    group_client_of,
    is_handoff_ticket,
    send_group_text,
    ticket_view,
)
from agent.routing.air_group_intent import (
    INTENT_ACTIVATE,
    INTENT_ADJUST,
    INTENT_CONFIRM_TMS,
    INTENT_DEAL,
    INTENT_DROP_TMS,
    INTENT_FIELDS,
    INTENT_KEEP_TMS,
    INTENT_LOCK,
    INTENT_LOST,
    INTENT_NEGOTIATE,
    INTENT_OTHER,
    INTENT_PICK_OPTION,
    INTENT_QUOTE,
    INTENT_RELEASE,
    classify_air_group_text,
)

logger = logging.getLogger(__name__)


def _follow_activated_multi(
    engine,
    *,
    chat_id: str,
    sender_id: str,
    text: str,
    injected_quote: Optional[dict[str, Any]],
    named_wo: str = "",
) -> Optional[str]:
    """
    多段单激活后，后续消息跟这张单，不必再带工单号。

    句中写了工单号就认那张；没写就认本群已经绑上的多段单。
    纯空运、陆运旧单返回 None，仍走空运自己的当前单。
    副作用：可能发群消息、写入分段报价。在入站线程调用。
    """
    from agent.policy.multi_group_ops import handle_multi_inbound, ticket_is_multi
    from agent.policy.sea_group_ops import ticket_no

    ticket = None
    named = (named_wo or "").strip()
    if named:
        getter = getattr(engine.ledger, "get_ticket", None)
        raw = getter(work_order_no=named) if callable(getter) else None
        if raw is not None and ticket_is_multi(raw):
            ticket = raw
    else:
        bound = current_ticket(engine, chat_id)
        if bound is not None and ticket_is_multi(bound):
            ticket = bound
    if ticket is None:
        return None
    logger.info(
        "air_group 多段跟单 wo=%s chat=%s named=%s",
        ticket_no(ticket),
        chat_id,
        "1" if named else "0",
    )
    return handle_multi_inbound(
        flow=engine,
        ticket=ticket,
        chat_id=chat_id,
        sender_id=sender_id,
        text=text,
        injected_quote=injected_quote,
    )


def _attach_bot_client(engine, message: InboundMessage) -> None:
    """
    每次入站换一次 BOT 出站客户端。

    测试注入的 FakeBotGroup 不动。
    有 response_url 也不走 stream；空运群正文一律走桥。
    把这次入站的 aibot_req_id 带给桥，群里才能引用原 @。
    不能复用上一次 @ 的过期 url。
    """
    from agent.channel.aibot.reply import AibotReplyClient

    existing = engine.group_client()
    if existing is not None and not isinstance(existing, AibotReplyClient):
        return
    engine._group_client = AibotReplyClient(
        str((message.raw or {}).get("response_url") or ""),
        callback_req_id=str((message.raw or {}).get("aibot_req_id") or ""),
    )


def handle_air_group(
    message: InboundMessage,
    *,
    flow=None,
    ledger=None,
    injected_intent: str = "",
    injected_quote: Optional[dict[str, Any]] = None,
) -> str:
    """
    空运群入站：文字必须 @ BOT；附件走会话存档，不能 @。

    航线 Excel/PDF 当报价；别人的只存档。无 sender_id 拒绝。
    BOT 与存档 msgid 对不上：同一句只办一遍，存档后到就跳过，再 @ 仍回。
    """
    if (message.chat_type or "") != "group":
        return "group_ignore"
    if not message.has_sender():
        return "reject_no_sender"
    engine = flow or get_air_text_flow()
    if ledger is not None:
        engine.ledger = ledger
    _attach_bot_client(engine, message)
    chat_id = (message.chat_id or "").strip()
    if not chat_id:
        return "group_ignore"
    kind = (message.msg_type or "text").lower()
    if kind in {"file", "image", "video"}:
        return _handle_file(engine, message)
    text = message.content or ""
    from agent.redis_coord.air_inbound import mark_air_text, should_skip_air_text

    if should_skip_air_text(
        chat_id=chat_id,
        sender_id=message.sender_id,
        text=text,
        raw=message.raw,
    ):
        return "duplicate_inbound"
    mark_air_text(chat_id=chat_id, sender_id=message.sender_id, text=text)
    wo = copy.extract_work_order_no(text)
    # 句中有多段工单号，或本群已经激活过多段单：跟这张单，不必每句再带工单号。
    followed = _follow_activated_multi(
        engine,
        chat_id=chat_id,
        sender_id=message.sender_id,
        text=text,
        injected_quote=injected_quote,
        named_wo=wo,
    )
    if followed is not None:
        return followed
    if wo:
        from agent.policy.handoff_human import try_commit_air_group_handoff

        handed = try_commit_air_group_handoff(engine, chat_id=chat_id, work_order_no=wo)
        if handed:
            return handed
    intent = classify_air_group_text(text, injected=injected_intent)
    # 注入/模型若仍判成激活，同一句里的成交跟进不能丢掉。
    if wo and intent == INTENT_ACTIVATE:
        from agent.routing.group_intent import _hint_deal_outcome

        hinted = _hint_deal_outcome(text)
        if hinted:
            logger.info("air_group 工单号+成交跟进同一句，按 %s 办 wo=%s", hinted, wo)
            intent = hinted
    logger.info(
        "air_group 文字 chat=%s sender=%s intent=%s wo=%s",
        chat_id,
        message.sender_id,
        intent,
        wo or "-",
    )
    if intent in {INTENT_LOCK, INTENT_RELEASE}:
        return _handle_cabin(
            engine,
            message,
            intent=intent,
            work_order_no=wo,
            injected_quote=injected_quote,
        )
    ticket = None
    if wo:
        ticket, phase = activate_ticket(
            flow=engine,
            chat_id=chat_id,
            work_order_no=wo,
            speak=intent == INTENT_ACTIVATE or _should_speak_activate(intent),
        )
        if ticket is None:
            return phase
        if is_handoff_ticket(ticket):
            logger.info("air_group 转人工不再跟 chat=%s", chat_id)
            return "handoff_ignore"
        if intent == INTENT_ACTIVATE:
            return phase
    else:
        ticket = current_ticket(engine, chat_id)
        if ticket is None or not is_air_ticket(ticket):
            send_group_text(group_client_of(engine), chat_id, copy.air_need_work_order())
            return "need_work_order"
    if is_handoff_ticket(ticket):
        logger.info("air_group 转人工不再跟 chat=%s", chat_id)
        return "handoff_ignore"
    from agent.policy.system_exception import reply_paused_ticket, ticket_is_paused

    # 锁舱失败留下的暂停只拦还要打 TMS 的操作。成交、未成交和补原因不调用 TMS。
    if ticket_is_paused(ticket) and not _deal_ignores_tms_pause(ticket, intent):
        reply_paused_ticket(
            ticket=ticket,
            reply=lambda text: send_group_text(group_client_of(engine), chat_id, text),
        )
        return "system_exception_paused"
    return _handle_bound(
        engine,
        message,
        ticket=ticket,
        intent=intent,
        injected_quote=injected_quote,
    )


def _handle_file(engine, message: InboundMessage) -> str:
    """
    存档听到的附件（发文件不能 @）。句中/文件名有工单号先切单；没有就跟当前单。
    """
    chat_id = message.chat_id
    media = dict(message.media or {})
    filename = str(
        media.get("filename") or media.get("FileName") or (message.content or "")
    ).strip()
    wo = copy.extract_work_order_no(
        " ".join([message.content or "", filename])
    )
    # 多段已激活的附件也跟当前单，不能再要求先发工单号。
    followed = _follow_activated_multi(
        engine,
        chat_id=chat_id,
        sender_id=message.sender_id,
        text=" ".join(part for part in ((message.content or "").strip(), filename) if part),
        injected_quote=None,
        named_wo=wo,
    )
    if followed is not None:
        return followed
    if wo:
        ticket, phase = activate_ticket(
            flow=engine, chat_id=chat_id, work_order_no=wo, speak=False
        )
        if ticket is None:
            return phase
    else:
        ticket = current_ticket(engine, chat_id)
        if ticket is None or not is_air_ticket(ticket):
            send_group_text(group_client_of(engine), chat_id, copy.air_need_work_order())
            return "need_work_order"
    if is_handoff_ticket(ticket):
        logger.info("air_group 转人工不再跟 chat=%s", chat_id)
        return "handoff_ignore"
    return apply_air_file(
        flow=engine,
        ticket=ticket,
        sender_id=message.sender_id,
        filename=filename,
        media=media,
        chat_id=chat_id,
    )


def _should_speak_activate(intent: str) -> bool:
    """带工单号又办事时，先切单再办事；切单摘要只在纯激活时说，避免刷屏。"""
    return intent in {INTENT_ACTIVATE, INTENT_OTHER}


def _handle_cabin(
    engine,
    message: InboundMessage,
    *,
    intent: str,
    work_order_no: str,
    injected_quote: Optional[dict[str, Any]],
) -> str:
    _ = injected_quote
    chat_id = message.chat_id
    if not work_order_no:
        send_group_text(group_client_of(engine), chat_id, copy.air_lock_need_work_order())
        return "cabin_need_work_order"
    ticket, phase = resolve_cabin_ticket(
        flow=engine,
        chat_id=chat_id,
        work_order_no=work_order_no,
        allow_terminal=intent == INTENT_RELEASE,
    )
    if ticket is None:
        return phase
    if intent == INTENT_RELEASE:
        return apply_air_release(
            flow=engine,
            ticket=ticket,
            sender_id=message.sender_id,
            chat_id=chat_id,
            instruction=message.content or "",
        )
    # 「WO…锁舱，锁AIR-OPT01 TH」要带上句中的舱位和航司，不能只靠报价里碰巧只有一条。
    return apply_air_lock(
        flow=engine,
        ticket=ticket,
        sender_id=message.sender_id,
        chat_id=chat_id,
        instruction=message.content or "",
        option_no=_option_from_text(message.content or ""),
        airline=_airline_from_text(message.content or ""),
    )


def _deal_ignores_tms_pause(ticket: object, intent: str) -> bool:
    """
    成交跟进不因 TMS 暂停而改口。

    上午锁舱失败会把工单标成暂停。之后群里确认未成交、或补未成交原因，
    不能再回「TMS接口异常」。锁舱、释放仍走各自的重试。
    """
    if intent in {INTENT_DEAL, INTENT_LOST, INTENT_NEGOTIATE}:
        return True
    view = ticket_view(ticket)
    status = str(view.get("status") or "").strip()
    reason = str(view.get("lost_reason") or "").strip()
    return status == "未成交" and not reason


def _handle_bound(
    engine,
    message: InboundMessage,
    *,
    ticket: object,
    intent: str,
    injected_quote: Optional[dict[str, Any]],
) -> str:
    chat_id = message.chat_id
    lost = capture_group_lost_reason(
        flow=engine,
        ticket=ticket,
        sender_id=message.sender_id,
        text=message.content or "",
    )
    if lost:
        return lost
    facts = dict(ticket_view(ticket).get("collab_facts") or {})
    if intent == INTENT_PICK_OPTION or (
        intent == INTENT_OTHER and str(facts.get("__pending_air_lock") or "") == "1"
    ):
        option = _option_from_text(message.content or "")
        if option:
            return apply_air_lock(
                flow=engine,
                ticket=ticket,
                sender_id=message.sender_id,
                chat_id=chat_id,
                instruction=message.content or "",
                option_no=option,
                airline=_airline_from_text(message.content or ""),
            )
    if intent in {INTENT_DEAL, INTENT_LOST, INTENT_NEGOTIATE}:
        outcome = {
            INTENT_DEAL: "已成交",
            INTENT_LOST: "未成交",
            INTENT_NEGOTIATE: "协商中",
        }[intent]
        return apply_air_deal(
            flow=engine,
            ticket=ticket,
            sender_id=message.sender_id,
            outcome=outcome,
            chat_id=chat_id,
            text=message.content or "",
        )
    if intent == INTENT_CONFIRM_TMS:
        return apply_air_confirm_tms(
            flow=engine, ticket=ticket, sender_id=message.sender_id, chat_id=chat_id
        )
    if intent in {INTENT_KEEP_TMS, INTENT_DROP_TMS}:
        return apply_air_tms_choice(
            flow=engine,
            ticket=ticket,
            sender_id=message.sender_id,
            chat_id=chat_id,
            keep_tms=intent == INTENT_KEEP_TMS,
        )
    if intent == INTENT_FIELDS:
        return apply_air_fields(
            flow=engine,
            ticket=ticket,
            text=message.content or "",
            sender_id=message.sender_id,
            chat_id=chat_id,
        )
    if intent == INTENT_ADJUST:
        from agent.policy.quote_adjust_ops import apply_group_adjust

        return apply_group_adjust(
            flow=engine,
            ticket=ticket,
            sender_id=message.sender_id,
            text=message.content or "",
            sess=None,
            chat_id=chat_id,
        )
    if intent == INTENT_QUOTE:
        return apply_air_quote(
            flow=engine,
            ticket=ticket,
            text=message.content or "",
            sender_id=message.sender_id,
            chat_id=chat_id,
            injected_quote=injected_quote,
        )
    if peek_air_pending(ticket):
        send_group_text(group_client_of(engine), chat_id, copy.group_tms_choice_unclear())
        return "wait_tms_choice"
    logger.info("air_group 其它意图 chat=%s intent=%s", chat_id, intent)
    return "group_ignore"


def _option_from_text(text: str) -> str:
    """从「锁AIR-OPT01 TH」抽出舱位编号；不要把后面的航司码拼进 optionNo。"""
    import re

    m = re.search(r"AIR-?OPT-?\d+", (text or "").upper())
    if not m:
        return ""
    raw = m.group(0)
    # 统一成 TMS 常见写法 AIR-OPT01（中间可保留已有的第二根横杠）
    if raw.startswith("AIROPT"):
        return "AIR-OPT" + raw[6:]
    return raw


def _airline_from_text(text: str) -> str:
    """从「AIR-OPT01 TH」抽出两位航司码；没有就不猜。"""
    import re

    blob = (text or "").upper()
    m = re.search(r"AIR-?OPT-?\d+\s*([A-Z]{2})(?![A-Z0-9])", blob)
    if m:
        return m.group(1)
    return ""