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

"""
意图：普通文字询价（空运 / 海运 / 陆运 / 多段联运）。

本文件职责：入站文字 → 流程编排；回复只写入 outbox。
禁止：在本文件抽字段语义（交给 extract）；禁止直连 TMS；禁止回调线程外的额外阻塞。
"""

from __future__ import annotations

import logging
from typing import Any, Optional

from agent.channel.queue import get_message_store
from agent.channel.wecom.models import InboundMessage
from agent.config import get_settings
from agent.llm.extract_text import detect_transport_mode
from agent.policy.air_text_flow import get_air_text_flow
from agent.policy.land_text_flow import get_land_text_flow
from agent.policy.sea_text_flow import get_sea_text_flow

logger = logging.getLogger(__name__)


def _front_bookmark(sess) -> bool:
    """补问/核对手稿优先于已出票旧书签。还没定运输方式的草稿不算当前询价，避免抢走另一条已在补问的单。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:
        return False
    return phase in {"clarify", "need_mode", "need_land_options", "wait_confirm"}


def _is_waiting_mode(sess) -> bool:
    """运输方式还没定、业务线空着。定方式前的几句询价字段都堆在这份草稿上。"""
    if sess is None:
        return False
    from agent.policy.handoff_human import is_handoff_frozen

    if is_handoff_frozen(sess):
        return False
    if (sess.phase or "").strip() != "need_mode":
        return False
    return not (sess.business_line or "").strip()


def _carry_waiting_inquiry_to_owner(*, owner: str, sender_id: str) -> None:
    """
    销售点明空运/海运/陆运时，把定方式之前积累的询价字段整份交给该方式。

    可能是连续几句，不只上一句。已在补问或核对的单不盖。不带旧工单号。
    """
    kind = (owner or "").upper()
    sid = (sender_id or "").strip()
    if not sid or kind not in {"SEA", "AIR", "LAND"}:
        return
    flows = {
        "AIR": get_air_text_flow(),
        "SEA": get_sea_text_flow(),
        "LAND": get_land_text_flow(),
    }
    owner_flow = flows[kind]
    existing = owner_flow.session_of(sid)
    if _front_bookmark(existing):
        return
    drafts = []
    for flow in flows.values():
        sess = flow.session_of(sid)
        if _is_waiting_mode(sess):
            drafts.append(sess)
    if not drafts:
        return
    # 字段多的打底，其它草稿只补空缺，避免后写的空值盖掉已认出的港口。
    drafts.sort(key=lambda item: len(item.facts or {}), reverse=True)
    facts: dict[str, str] = {}
    texts: list[str] = []
    for sess in drafts:
        for key, value in (sess.facts or {}).items():
            text = str(value).strip()
            if text and not str(facts.get(key) or "").strip():
                facts[str(key)] = text
        raw = (sess.immutable_text or "").strip()
        if raw and raw not in texts:
            texts.append(raw)
    if not facts and not texts:
        return
    from agent.policy.air_text_flow import FlowSession

    owner_flow._save(
        FlowSession(
            sender_id=sid,
            thread_id=sid,
            phase="need_mode",
            business_line="",
            facts=facts,
            immutable_text="\n".join(texts),
        )
    )
    logger.info(
        "text_inquiry 未定方式的询价字段交给 %s keys=%s sender=%s",
        kind,
        ",".join(sorted(facts)),
        sid,
    )


def _drop_other_mode_drafts(*, owner: str, sender_id: str) -> None:
    """
    本句已点名空运/海运/陆运：先带走「还没定方式」时积下的询价字段，再丢掉其它方式的补问/选项草稿。

    测服复现：旧陆运「选项未齐」书签还在，海运补「贸易条款 / 运输分类」会被陆运抢走，
    回「参数提取不全」并发送填写样例图。已出号会话留在工单号索引，不当当前草稿。
    定方式前的 need_mode 要整份移交，不能直接删。
    """
    kind = (owner or "").upper()
    sid = (sender_id or "").strip()
    if not sid or kind not in {"SEA", "AIR", "LAND", "MULTI"}:
        return
    _carry_waiting_inquiry_to_owner(owner=kind, sender_id=sid)
    land = get_land_text_flow()
    air = get_air_text_flow()
    sea = get_sea_text_flow()
    others = []
    if kind != "LAND":
        others.append(land)
    if kind != "AIR":
        others.append(air)
    if kind != "SEA":
        others.append(sea)
    for flow in others:
        sess = flow.session_of(sid)
        phase = (getattr(sess, "phase", None) or "").strip() if sess else ""
        if _front_bookmark(sess) or phase == "need_mode":
            flow.drop_current_bookmark(sid)
            logger.info(
                "text_inquiry 丢掉其它方式草稿 owner=%s dropped_phase=%s sender=%s",
                kind,
                phase or "-",
                sid,
            )
    if kind != "LAND":
        clearer = getattr(land, "_clear_parked_confirm", None)
        if callable(clearer):
            clearer(sid)


def _flow_waiting_lost_reason(sender_id: str, sea, air, land):
    """谁在等未成交原因就交给谁。刚记下未成交的那条优先。"""
    from agent.policy.handoff_human import is_handoff_frozen

    waiting = []
    for flow in (sea, air, land):
        sess = flow.session_of(sender_id)
        if sess is None or is_handoff_frozen(sess):
            continue
        if (sess.phase or "").strip() != "wait_lost_reason":
            continue
        waiting.append((int(getattr(sess, "wait_version", 0) or 0), flow))
    if not waiting:
        return None
    waiting.sort(key=lambda item: item[0], reverse=True)
    return waiting[0][1]


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。
    本句点名海运/空运/陆运时盖掉其它方式的旧补问草稿。
    核对卡优先于选项补问；海运/空运补问优先于旧陆运选项草稿，避免补贸易条款发陆运样例图。
    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

    from agent.policy.multi_segments import classify_multi_text
    from agent.policy.multi_text_flow import get_multi_text_flow

    multi = get_multi_text_flow()
    # 多段核对上的「确定」优先于陆运旧核对，避免建出海运/陆运单段工单。
    if looks_like_confirm(text):
        multi_hit = multi.session_of(sender_id)
        if (
            multi_hit
            and (multi_hit.business_line or "").upper() == "MULTI"
            and (multi_hit.phase or "") == "wait_confirm"
        ):
            return multi
    land = get_land_text_flow()
    if looks_like_confirm(text):
        restored = land.restore_confirm_session(sender_id)
        if restored:
            return land
        retry = land.restore_tms_retry_session(sender_id)
        if retry:
            return land
    sea = get_sea_text_flow()
    air = get_air_text_flow()
    # 正在等未成交原因：下一句就是原因。调价、旧报价单、新的运输方式都不能把这句带走。
    lost_flow = _flow_waiting_lost_reason(sender_id, sea, air, land)
    if lost_flow is not None:
        return lost_flow
    spoken = (injected_mode or detect_transport_mode(text) or "").upper()
    multi_kind = classify_multi_text(text) if not injected_mode else "single"
    if multi_kind in {"multi", "same_mode"}:
        _drop_other_mode_drafts(owner="MULTI", sender_id=sender_id)
        return multi
    # 本句点名运输方式：盖掉其它方式的旧补问，避免海运补字段走陆运样例图。
    # 多段正在补问时例外：销售会写「段2：运输方式：空运」，不能把多段草稿丢掉改走单段。
    # 已出号等拉群不算补问：再发陆运附件要走陆运，不能粘在旧工单的手动拉群提示上。
    if spoken in {"SEA", "AIR", "LAND"}:
        multi_draft = multi.session_of(sender_id)
        if (
            multi_draft
            and (multi_draft.business_line or "").upper() == "MULTI"
            and (multi_draft.phase or "") == "clarify"
        ):
            return multi
        _drop_other_mode_drafts(owner=spoken, sender_id=sender_id)
        stale_handoff = (multi_draft.phase or "") in {
            "wait_collab",
            "wait_manual_group",
            "collab_group",
        } if multi_draft else False
        if _front_bookmark(multi_draft) or stale_handoff:
            multi.drop_current_bookmark(sender_id)
        if spoken == "SEA":
            return sea
        if spoken == "LAND":
            return land
        return air
    multi_sess = multi.session_of(sender_id)
    if (
        multi_sess
        and (multi_sess.business_line or "").upper() == "MULTI"
        and (multi_sess.phase or "") in {"clarify", "wait_confirm"}
        and not (looks_like_confirm(text) and (multi_sess.phase or "") != "wait_confirm")
    ):
        return multi
    sea_sess = sea.session_of(sender_id)
    land_sess = land.session_of(sender_id)
    air_sess = air.session_of(sender_id)
    # 核对卡仍优先：销售正在改体积/点确定，不能被另一方式的补问草稿抢走。
    for sess, flow in ((land_sess, land), (air_sess, air), (sea_sess, sea)):
        if sess is not None and (sess.phase or "").strip() == "wait_confirm" and not is_handoff_frozen(sess):
            return flow
    # 补问书签：海运/空运优先于旧陆运选项草稿。陆运「确定」已在上面拦过。
    for sess, flow in ((sea_sess, sea), (air_sess, air), (land_sess, land)):
        if _front_bookmark(sess):
            return flow
    # 还在问运输方式：后面几句询价字段继续叠在同一份草稿上，不要另开一条只留最后一句。
    parked = [
        (sess, flow)
        for sess, flow in ((sea_sess, sea), (air_sess, air), (land_sess, land))
        if _is_waiting_mode(sess)
    ]
    if parked:
        parked.sort(key=lambda item: len(item[0].facts or {}), reverse=True)
        return parked[0][1]
    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 not is_handoff_frozen(land_sess) and (land_sess.business_line or "").upper() == "LAND":
        return land
    return air


def is_pending_land_confirm(message: InboundMessage) -> bool:
    """
    陆运核对卡已出、本句是确定查价。

    测服实测「确定」两字会被 DeepSeek A 判成闲聊，必须在分发层拦住，
    不能回首次问候、不能跳过建单。
    """
    if not message.has_sender():
        return False
    from agent.schema.land_options import looks_like_confirm

    if not looks_like_confirm(message.content or ""):
        return False
    sess = get_land_text_flow().restore_confirm_session(message.sender_id)
    ok = bool(
        sess
        and (sess.business_line or "").upper() == "LAND"
        and sess.phase == "wait_confirm"
    )
    if not ok:
        logger.info(
            "land.confirm miss sender=%s phase=%s line=%s",
            message.sender_id,
            getattr(sess, "phase", "-"),
            getattr(sess, "business_line", "-"),
        )
    return ok


def is_pending_land_tms_retry(message: InboundMessage) -> bool:
    """
    陆运工单已建、上次查价失败，本句是确定重查。

    不能回首次问候、不能再开一张新工单。
    """
    if not message.has_sender():
        return False
    from agent.schema.land_options import looks_like_confirm

    if not looks_like_confirm(message.content or ""):
        return False
    sess = get_land_text_flow().restore_tms_retry_session(message.sender_id)
    return bool(
        sess
        and (sess.business_line or "").upper() == "LAND"
        and sess.phase == "tms_tech"
        and (sess.work_order_no or "").strip()
    )


def is_land_confirm_action(message: InboundMessage) -> bool:
    """核对卡确定建单，或查价失败后确定重查。"""
    return is_pending_land_confirm(message) or is_pending_land_tms_retry(message)


def handle_text_inquiry(
    message: InboundMessage,
    *,
    injected_facts: Optional[dict[str, Any]] = None,
    injected_mode: str = "",
    b_result: Optional[dict[str, Any]] = None,
    chat_fn=None,
    flow=None,
    store=None,
    prefer_quoted: bool = False,
    prefer_handoff: bool = False,
) -> str:
    """
    处理一条私聊文字询价。

    prefer_quoted：A 已判成调价时交给当前已报价工单。
    须已有 sender_id。副作用：outbox 多条回复；主账经 flow.ledger。
    返回：流程阶段名。
    """
    if not message.has_sender():
        logger.warning("text_inquiry 拒绝：无 sender_id")
        return "reject_no_sender"
    from agent.handlers.image_inquiry import note_private_text

    note_private_text(message.sender_id, message.content or "")
    settings = get_settings()
    msg_store = store or get_message_store()
    engine = flow or _pick_text_flow(
        sender_id=message.sender_id,
        text=message.content or "",
        injected_mode=injected_mode,
        prefer_quoted=prefer_quoted,
    )
    replies: list[str] = []

    def reply(text: str, extra: dict | None = None) -> str:
        # 销售询价正文不加 [test]；[test] 只给运维告警
        body = text
        replies.append(body)
        ok, info = msg_store.enqueue_outbound(
            touser=message.sender_id,
            content=body,
            dedupe_key=f"inq:{message.message_id}:{len(replies)}",
            payload=dict(extra or {}),
        )
        logger.info("text_inquiry 出站 ok=%s info=%s phase_reply=%s", ok, info, body[:80])
        return info if ok else ""

    from agent.policy.system_exception import (
        extract_work_order_nos,
        reply_paused_ticket,
        ticket_is_paused,
    )

    ledger = getattr(engine, "_ledger", None)
    for no in extract_work_order_nos(message.content or ""):
        ticket = None
        if ledger is not None:
            getter = getattr(ledger, "get_ticket", None)
            if callable(getter):
                ticket = getter(work_order_no=no)
            if ticket is None:
                getter = getattr(ledger, "get_for_agent", None)
                if callable(getter):
                    ticket = getter(work_order_no=no, sender_id=message.sender_id)
        if ticket_is_paused(ticket):
            reply_paused_ticket(ticket=ticket, reply=reply)
            logger.info("text_inquiry 暂停工单只回兜底 wo=%s sender=%s", no, message.sender_id)
            return "system_exception_paused"

    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 "",
        reply=reply,
        injected_facts=injected_facts,
        injected_mode=injected_mode,
        b_result=b_result,
        allow_b=bool(settings.llm_allow_network and settings.llm_data_usage_confirmed),
        chat_fn=chat_fn,
        inbound_raw=message.raw,
    )
    logger.info("text_inquiry phase=%s sender=%s", phase, message.sender_id)
    return phase


def handle_text_other(message: InboundMessage, *, store=None) -> str:
    """
    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 ""
    )
    btn = engine.match_button(message.content or "", sess)
    if btn:
        return handle_text_inquiry(message, store=msg_store)
    if is_land_confirm_action(message):
        logger.info("text_other 陆运确定/重查，改走询价流程 sender=%s", message.sender_id)
        return handle_text_inquiry(message, store=msg_store)

    body = copy.first_chat()
    msg_store.enqueue_outbound(
        touser=message.sender_id,
        content=body,
        dedupe_key=f"other:{message.message_id}",
    )
    return "text_other"