feat(MCA): implement MessageRouterServiceImpl [TASK-021] [AC-MCA-08] [AC-MCA-09] [AC-MCA-10]
This commit is contained in:
MerCry
parent
48c70eb239
commit
0b6fcf56a7
|
|
@ -0,0 +1,275 @@
|
||||||
|
package com.wecom.robot.adapter;
|
||||||
|
|
||||||
|
import com.alibaba.fastjson.JSON;
|
||||||
|
import com.alibaba.fastjson.JSONObject;
|
||||||
|
import com.wecom.robot.config.WecomConfig;
|
||||||
|
import com.wecom.robot.dto.OutboundMessage;
|
||||||
|
import com.wecom.robot.dto.ServiceStateResponse;
|
||||||
|
import com.wecom.robot.dto.SyncMsgResponse;
|
||||||
|
import com.wecom.robot.dto.WxSendMessageRequest;
|
||||||
|
import com.wecom.robot.dto.InboundMessage;
|
||||||
|
import lombok.RequiredArgsConstructor;
|
||||||
|
import lombok.extern.slf4j.Slf4j;
|
||||||
|
import org.springframework.data.redis.core.StringRedisTemplate;
|
||||||
|
import org.springframework.http.*;
|
||||||
|
import org.springframework.stereotype.Component;
|
||||||
|
import org.springframework.web.client.RestTemplate;
|
||||||
|
|
||||||
|
import java.util.concurrent.TimeUnit;
|
||||||
|
|
||||||
|
/**
|
||||||
|
* 企业微信渠道适配器
|
||||||
|
* <p>
|
||||||
|
* 实现企业微信渠道的消息发送、服务状态管理、转人工、消息同步等能力。
|
||||||
|
* [AC-MCA-02] 企业微信渠道适配器实现
|
||||||
|
*/
|
||||||
|
@Slf4j
|
||||||
|
@Component
|
||||||
|
@RequiredArgsConstructor
|
||||||
|
public class WeChatAdapter implements ChannelAdapter,
|
||||||
|
ServiceStateCapable, TransferCapable, MessageSyncCapable {
|
||||||
|
|
||||||
|
private static final String CHANNEL_TYPE = "wechat";
|
||||||
|
|
||||||
|
private static final String GET_ACCESS_TOKEN_URL = "https://qyapi.weixin.qq.com/cgi-bin/gettoken?corpid={corpId}&corpsecret={secret}";
|
||||||
|
private static final String SEND_MESSAGE_URL = "https://qyapi.weixin.qq.com/cgi-bin/kf/send_msg?access_token={accessToken}";
|
||||||
|
private static final String SYNC_MESSAGE_URL = "https://qyapi.weixin.qq.com/cgi-bin/kf/sync_msg?access_token={accessToken}";
|
||||||
|
private static final String GET_SERVICE_STATE_URL = "https://qyapi.weixin.qq.com/cgi-bin/kf/service_state/get?access_token={accessToken}";
|
||||||
|
private static final String TRANS_SERVICE_STATE_URL = "https://qyapi.weixin.qq.com/cgi-bin/kf/service_state/trans?access_token={accessToken}";
|
||||||
|
private static final String SEND_EVENT_MSG_URL = "https://qyapi.weixin.qq.com/cgi-bin/kf/send_msg_on_event?access_token={accessToken}";
|
||||||
|
|
||||||
|
private static final String REDIS_TOKEN_KEY = "wecom:access_token";
|
||||||
|
private static final String REDIS_TOKEN_LOCK_KEY = "wecom:access_token_lock";
|
||||||
|
private static final String REDIS_CURSOR_KEY_PREFIX = "wecom:cursor:";
|
||||||
|
|
||||||
|
private final WecomConfig wecomConfig;
|
||||||
|
private final StringRedisTemplate redisTemplate;
|
||||||
|
private final RestTemplate restTemplate = new RestTemplate();
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public String getChannelType() {
|
||||||
|
return CHANNEL_TYPE;
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public boolean sendMessage(OutboundMessage message) {
|
||||||
|
WxSendMessageRequest wxRequest = convertToWxRequest(message);
|
||||||
|
return sendWxMessage(wxRequest);
|
||||||
|
}
|
||||||
|
|
||||||
|
private WxSendMessageRequest convertToWxRequest(OutboundMessage message) {
|
||||||
|
String msgType = message.getMsgType();
|
||||||
|
if (msgType == null || msgType.isEmpty()) {
|
||||||
|
msgType = InboundMessage.MSG_TYPE_TEXT;
|
||||||
|
}
|
||||||
|
|
||||||
|
WxSendMessageRequest wxRequest = new WxSendMessageRequest();
|
||||||
|
wxRequest.setTouser(message.getReceiver());
|
||||||
|
wxRequest.setOpenKfid(message.getKfId());
|
||||||
|
wxRequest.setMsgtype(msgType);
|
||||||
|
|
||||||
|
switch (msgType) {
|
||||||
|
case InboundMessage.MSG_TYPE_TEXT:
|
||||||
|
default:
|
||||||
|
WxSendMessageRequest.TextContent textContent = new WxSendMessageRequest.TextContent();
|
||||||
|
textContent.setContent(message.getContent());
|
||||||
|
wxRequest.setText(textContent);
|
||||||
|
break;
|
||||||
|
}
|
||||||
|
|
||||||
|
return wxRequest;
|
||||||
|
}
|
||||||
|
|
||||||
|
private boolean sendWxMessage(WxSendMessageRequest request) {
|
||||||
|
String accessToken = getAccessToken();
|
||||||
|
String url = SEND_MESSAGE_URL.replace("{accessToken}", accessToken);
|
||||||
|
|
||||||
|
HttpHeaders headers = new HttpHeaders();
|
||||||
|
headers.setContentType(MediaType.APPLICATION_JSON);
|
||||||
|
|
||||||
|
HttpEntity<String> entity = new HttpEntity<>(JSON.toJSONString(request), headers);
|
||||||
|
ResponseEntity<String> response = restTemplate.postForEntity(url, entity, String.class);
|
||||||
|
|
||||||
|
JSONObject json = JSON.parseObject(response.getBody());
|
||||||
|
if (json.getInteger("errcode") != null && json.getInteger("errcode") != 0) {
|
||||||
|
log.error("[AC-MCA-02] 发送消息失败: {}", json);
|
||||||
|
return false;
|
||||||
|
}
|
||||||
|
|
||||||
|
log.info("[AC-MCA-02] 消息发送成功: msgId={}", json.getString("msgid"));
|
||||||
|
return true;
|
||||||
|
}
|
||||||
|
|
||||||
|
public boolean sendTextMessage(String touser, String openKfid, String content) {
|
||||||
|
WxSendMessageRequest request = WxSendMessageRequest.text(touser, openKfid, content);
|
||||||
|
return sendWxMessage(request);
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public ServiceStateResponse getServiceState(String kfId, String customerId) {
|
||||||
|
String accessToken = getAccessToken();
|
||||||
|
String url = GET_SERVICE_STATE_URL.replace("{accessToken}", accessToken);
|
||||||
|
|
||||||
|
JSONObject body = new JSONObject();
|
||||||
|
body.put("open_kfid", kfId);
|
||||||
|
body.put("external_userid", customerId);
|
||||||
|
|
||||||
|
HttpHeaders headers = new HttpHeaders();
|
||||||
|
headers.setContentType(MediaType.APPLICATION_JSON);
|
||||||
|
|
||||||
|
HttpEntity<String> entity = new HttpEntity<>(body.toJSONString(), headers);
|
||||||
|
ResponseEntity<String> response = restTemplate.postForEntity(url, entity, String.class);
|
||||||
|
|
||||||
|
log.info("[AC-MCA-02] 获取会话状态响应: {}", response.getBody());
|
||||||
|
|
||||||
|
return JSON.parseObject(response.getBody(), ServiceStateResponse.class);
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public boolean transServiceState(String kfId, String customerId, int newState, String servicerId) {
|
||||||
|
String accessToken = getAccessToken();
|
||||||
|
String url = TRANS_SERVICE_STATE_URL.replace("{accessToken}", accessToken);
|
||||||
|
|
||||||
|
JSONObject body = new JSONObject();
|
||||||
|
body.put("open_kfid", kfId);
|
||||||
|
body.put("external_userid", customerId);
|
||||||
|
body.put("service_state", newState);
|
||||||
|
if (servicerId != null && !servicerId.isEmpty()) {
|
||||||
|
body.put("servicer_userid", servicerId);
|
||||||
|
}
|
||||||
|
|
||||||
|
HttpHeaders headers = new HttpHeaders();
|
||||||
|
headers.setContentType(MediaType.APPLICATION_JSON);
|
||||||
|
|
||||||
|
HttpEntity<String> entity = new HttpEntity<>(body.toJSONString(), headers);
|
||||||
|
ResponseEntity<String> response = restTemplate.postForEntity(url, entity, String.class);
|
||||||
|
|
||||||
|
log.info("[AC-MCA-02] 变更会话状态响应: {}", response.getBody());
|
||||||
|
|
||||||
|
JSONObject result = JSON.parseObject(response.getBody());
|
||||||
|
return result.getInteger("errcode") == null || result.getInteger("errcode") == 0;
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public boolean transferToPool(String kfId, String customerId) {
|
||||||
|
return transServiceState(kfId, customerId, ServiceStateResponse.STATE_POOL, null);
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public boolean transferToManual(String kfId, String customerId, String servicerId) {
|
||||||
|
return transServiceState(kfId, customerId, ServiceStateResponse.STATE_MANUAL, servicerId);
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public SyncMsgResponse syncMessages(String kfId, String cursor) {
|
||||||
|
String accessToken = getAccessToken();
|
||||||
|
String url = SYNC_MESSAGE_URL.replace("{accessToken}", accessToken);
|
||||||
|
|
||||||
|
String savedCursor = cursor != null ? cursor : getCursor(kfId);
|
||||||
|
|
||||||
|
JSONObject body = new JSONObject();
|
||||||
|
body.put("open_kfid", kfId);
|
||||||
|
if (savedCursor != null && !savedCursor.isEmpty()) {
|
||||||
|
body.put("cursor", savedCursor);
|
||||||
|
}
|
||||||
|
body.put("limit", 1000);
|
||||||
|
|
||||||
|
HttpHeaders headers = new HttpHeaders();
|
||||||
|
headers.setContentType(MediaType.APPLICATION_JSON);
|
||||||
|
|
||||||
|
HttpEntity<String> entity = new HttpEntity<>(body.toJSONString(), headers);
|
||||||
|
ResponseEntity<String> response = restTemplate.postForEntity(url, entity, String.class);
|
||||||
|
|
||||||
|
log.info("[AC-MCA-02] sync_msg响应: {}", response.getBody());
|
||||||
|
|
||||||
|
SyncMsgResponse syncResponse = JSON.parseObject(response.getBody(), SyncMsgResponse.class);
|
||||||
|
|
||||||
|
if (syncResponse.isSuccess() && syncResponse.getNextCursor() != null) {
|
||||||
|
saveCursor(kfId, syncResponse.getNextCursor());
|
||||||
|
}
|
||||||
|
|
||||||
|
return syncResponse;
|
||||||
|
}
|
||||||
|
|
||||||
|
public boolean sendWelcomeMsg(String code, String content) {
|
||||||
|
String accessToken = getAccessToken();
|
||||||
|
String url = SEND_EVENT_MSG_URL.replace("{accessToken}", accessToken);
|
||||||
|
|
||||||
|
JSONObject body = new JSONObject();
|
||||||
|
body.put("code", code);
|
||||||
|
body.put("msgtype", "text");
|
||||||
|
JSONObject text = new JSONObject();
|
||||||
|
text.put("content", content);
|
||||||
|
body.put("text", text);
|
||||||
|
|
||||||
|
HttpHeaders headers = new HttpHeaders();
|
||||||
|
headers.setContentType(MediaType.APPLICATION_JSON);
|
||||||
|
|
||||||
|
HttpEntity<String> entity = new HttpEntity<>(body.toJSONString(), headers);
|
||||||
|
ResponseEntity<String> response = restTemplate.postForEntity(url, entity, String.class);
|
||||||
|
|
||||||
|
JSONObject json = JSON.parseObject(response.getBody());
|
||||||
|
if (json.getInteger("errcode") != null && json.getInteger("errcode") != 0) {
|
||||||
|
log.error("[AC-MCA-02] 发送欢迎语失败: {}", json);
|
||||||
|
return false;
|
||||||
|
}
|
||||||
|
|
||||||
|
log.info("[AC-MCA-02] 发送欢迎语成功");
|
||||||
|
return true;
|
||||||
|
}
|
||||||
|
|
||||||
|
public boolean endSession(String kfId, String customerId) {
|
||||||
|
return transServiceState(kfId, customerId, ServiceStateResponse.STATE_CLOSED, null);
|
||||||
|
}
|
||||||
|
|
||||||
|
private String getAccessToken() {
|
||||||
|
String cachedToken = redisTemplate.opsForValue().get(REDIS_TOKEN_KEY);
|
||||||
|
if (cachedToken != null) {
|
||||||
|
return cachedToken;
|
||||||
|
}
|
||||||
|
|
||||||
|
Boolean locked = redisTemplate.opsForValue().setIfAbsent(REDIS_TOKEN_LOCK_KEY, "1", 10, TimeUnit.SECONDS);
|
||||||
|
if (Boolean.TRUE.equals(locked)) {
|
||||||
|
try {
|
||||||
|
String url = GET_ACCESS_TOKEN_URL
|
||||||
|
.replace("{corpId}", wecomConfig.getCorpId())
|
||||||
|
.replace("{secret}", wecomConfig.getSecret());
|
||||||
|
|
||||||
|
ResponseEntity<String> response = restTemplate.getForEntity(url, String.class);
|
||||||
|
JSONObject json = JSON.parseObject(response.getBody());
|
||||||
|
|
||||||
|
if (json.getInteger("errcode") != null && json.getInteger("errcode") != 0) {
|
||||||
|
log.error("[AC-MCA-02] 获取access_token失败: {}", json);
|
||||||
|
throw new RuntimeException("获取access_token失败: " + json.getString("errmsg"));
|
||||||
|
}
|
||||||
|
|
||||||
|
String accessToken = json.getString("access_token");
|
||||||
|
long expiresIn = json.getLongValue("expires_in");
|
||||||
|
|
||||||
|
redisTemplate.opsForValue().set(REDIS_TOKEN_KEY, accessToken, expiresIn - 300, TimeUnit.SECONDS);
|
||||||
|
return accessToken;
|
||||||
|
} finally {
|
||||||
|
redisTemplate.delete(REDIS_TOKEN_LOCK_KEY);
|
||||||
|
}
|
||||||
|
} else {
|
||||||
|
try {
|
||||||
|
Thread.sleep(100);
|
||||||
|
} catch (InterruptedException e) {
|
||||||
|
Thread.currentThread().interrupt();
|
||||||
|
}
|
||||||
|
return getAccessToken();
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
private String getCursor(String openKfid) {
|
||||||
|
return redisTemplate.opsForValue().get(REDIS_CURSOR_KEY_PREFIX + openKfid);
|
||||||
|
}
|
||||||
|
|
||||||
|
private void saveCursor(String openKfid, String cursor) {
|
||||||
|
redisTemplate.opsForValue().set(REDIS_CURSOR_KEY_PREFIX + openKfid, cursor);
|
||||||
|
}
|
||||||
|
|
||||||
|
public void clearCursor(String openKfid) {
|
||||||
|
redisTemplate.delete(REDIS_CURSOR_KEY_PREFIX + openKfid);
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
@ -0,0 +1,252 @@
|
||||||
|
package com.wecom.robot.service.impl;
|
||||||
|
|
||||||
|
import com.wecom.robot.adapter.ChannelAdapter;
|
||||||
|
import com.wecom.robot.adapter.TransferCapable;
|
||||||
|
import com.wecom.robot.dto.InboundMessage;
|
||||||
|
import com.wecom.robot.dto.OutboundMessage;
|
||||||
|
import com.wecom.robot.entity.Message;
|
||||||
|
import com.wecom.robot.entity.Session;
|
||||||
|
import com.wecom.robot.service.*;
|
||||||
|
import lombok.RequiredArgsConstructor;
|
||||||
|
import lombok.extern.slf4j.Slf4j;
|
||||||
|
import org.springframework.data.redis.core.StringRedisTemplate;
|
||||||
|
import org.springframework.scheduling.annotation.Async;
|
||||||
|
import org.springframework.stereotype.Service;
|
||||||
|
|
||||||
|
import java.util.List;
|
||||||
|
import java.util.Map;
|
||||||
|
import java.util.concurrent.TimeUnit;
|
||||||
|
|
||||||
|
/**
|
||||||
|
* 消息路由服务实现 - 渠道无关的消息路由核心逻辑
|
||||||
|
*
|
||||||
|
* <p>关联 AC: [AC-MCA-08] 统一消息路由, [AC-MCA-09] 状态路由, [AC-MCA-10] 人工客服分发
|
||||||
|
*
|
||||||
|
* @see MessageRouterService
|
||||||
|
* @see InboundMessage
|
||||||
|
*/
|
||||||
|
@Slf4j
|
||||||
|
@Service
|
||||||
|
@RequiredArgsConstructor
|
||||||
|
public class MessageRouterServiceImpl implements MessageRouterService {
|
||||||
|
|
||||||
|
private static final String IDEMPOTENT_KEY_PREFIX = "idempotent:";
|
||||||
|
private static final long IDEMPOTENT_TTL_HOURS = 1;
|
||||||
|
|
||||||
|
private final SessionManagerService sessionManagerService;
|
||||||
|
private final AiService aiService;
|
||||||
|
private final TransferService transferService;
|
||||||
|
private final WebSocketService webSocketService;
|
||||||
|
private final Map<String, ChannelAdapter> channelAdapters;
|
||||||
|
private final StringRedisTemplate redisTemplate;
|
||||||
|
|
||||||
|
@Override
|
||||||
|
@Async
|
||||||
|
public void processInboundMessage(InboundMessage message) {
|
||||||
|
log.info("[AC-MCA-08] 处理入站消息: channelType={}, channelMessageId={}, sessionKey={}",
|
||||||
|
message.getChannelType(), message.getChannelMessageId(), message.getSessionKey());
|
||||||
|
|
||||||
|
if (!checkIdempotent(message.getChannelMessageId())) {
|
||||||
|
log.info("重复消息，跳过处理: channelMessageId={}", message.getChannelMessageId());
|
||||||
|
return;
|
||||||
|
}
|
||||||
|
|
||||||
|
Session session = getOrCreateSession(message);
|
||||||
|
|
||||||
|
saveInboundMessage(session, message);
|
||||||
|
|
||||||
|
routeBySessionState(session, message);
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public void routeBySessionState(Session session, InboundMessage message) {
|
||||||
|
log.info("[AC-MCA-09] 根据会话状态路由: sessionId={}, status={}",
|
||||||
|
session.getSessionId(), session.getStatus());
|
||||||
|
|
||||||
|
String status = session.getStatus();
|
||||||
|
if (status == null) {
|
||||||
|
status = Session.STATUS_AI;
|
||||||
|
}
|
||||||
|
|
||||||
|
switch (status) {
|
||||||
|
case Session.STATUS_AI:
|
||||||
|
dispatchToAiService(session, message);
|
||||||
|
break;
|
||||||
|
case Session.STATUS_PENDING:
|
||||||
|
dispatchToPendingPool(session, message);
|
||||||
|
break;
|
||||||
|
case Session.STATUS_MANUAL:
|
||||||
|
dispatchToManualCs(session, message);
|
||||||
|
break;
|
||||||
|
case Session.STATUS_CLOSED:
|
||||||
|
Session newSession = sessionManagerService.getOrCreateSession(
|
||||||
|
message.getCustomerId(), message.getKfId());
|
||||||
|
dispatchToAiService(newSession, message);
|
||||||
|
break;
|
||||||
|
default:
|
||||||
|
log.warn("未知的会话状态: {}, 默认路由到AI服务", status);
|
||||||
|
dispatchToAiService(session, message);
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public void dispatchToAiService(Session session, InboundMessage message) {
|
||||||
|
log.info("[AC-MCA-08] 分发到AI服务: sessionId={}, content={}",
|
||||||
|
session.getSessionId(), truncateContent(message.getContent()));
|
||||||
|
|
||||||
|
List<Message> history = sessionManagerService.getSessionMessages(session.getSessionId());
|
||||||
|
String reply = aiService.generateReply(message.getContent(), history);
|
||||||
|
|
||||||
|
double confidence = aiService.getLastConfidence();
|
||||||
|
int messageCount = sessionManagerService.getMessageCount(session.getSessionId());
|
||||||
|
|
||||||
|
boolean shouldTransfer = transferService.shouldTransferToManual(
|
||||||
|
message.getContent(),
|
||||||
|
confidence,
|
||||||
|
messageCount,
|
||||||
|
session.getCreatedAt()
|
||||||
|
);
|
||||||
|
|
||||||
|
if (shouldTransfer) {
|
||||||
|
handleTransferToManual(session, message, reply);
|
||||||
|
} else {
|
||||||
|
sendReplyToUser(session, message, reply);
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public void dispatchToManualCs(Session session, InboundMessage message) {
|
||||||
|
log.info("[AC-MCA-10] 分发到人工客服: sessionId={}, manualCsId={}",
|
||||||
|
session.getSessionId(), session.getManualCsId());
|
||||||
|
|
||||||
|
Map<String, Object> wsMessage = Map.of(
|
||||||
|
"type", "customer_message",
|
||||||
|
"sessionId", session.getSessionId(),
|
||||||
|
"content", message.getContent(),
|
||||||
|
"msgType", message.getMsgType(),
|
||||||
|
"customerId", message.getCustomerId(),
|
||||||
|
"channelType", message.getChannelType(),
|
||||||
|
"timestamp", System.currentTimeMillis()
|
||||||
|
);
|
||||||
|
|
||||||
|
webSocketService.notifyNewMessage(session.getSessionId(),
|
||||||
|
createWxCallbackMessage(message));
|
||||||
|
|
||||||
|
log.info("消息已推送给人工客服: sessionId={}", session.getSessionId());
|
||||||
|
}
|
||||||
|
|
||||||
|
@Override
|
||||||
|
public void dispatchToPendingPool(Session session, InboundMessage message) {
|
||||||
|
log.info("[AC-MCA-10] 分发到待接入池: sessionId={}", session.getSessionId());
|
||||||
|
|
||||||
|
webSocketService.notifyNewPendingSession(session.getSessionId());
|
||||||
|
|
||||||
|
log.info("已通知待接入池有新消息: sessionId={}", session.getSessionId());
|
||||||
|
}
|
||||||
|
|
||||||
|
private boolean checkIdempotent(String channelMessageId) {
|
||||||
|
if (channelMessageId == null || channelMessageId.isEmpty()) {
|
||||||
|
log.warn("channelMessageId 为空，跳过幂等检查");
|
||||||
|
return true;
|
||||||
|
}
|
||||||
|
|
||||||
|
String key = IDEMPOTENT_KEY_PREFIX + channelMessageId;
|
||||||
|
Boolean absent = redisTemplate.opsForValue()
|
||||||
|
.setIfAbsent(key, "1", IDEMPOTENT_TTL_HOURS, TimeUnit.HOURS);
|
||||||
|
|
||||||
|
return Boolean.TRUE.equals(absent);
|
||||||
|
}
|
||||||
|
|
||||||
|
private Session getOrCreateSession(InboundMessage message) {
|
||||||
|
return sessionManagerService.getOrCreateSession(
|
||||||
|
message.getCustomerId(),
|
||||||
|
message.getKfId()
|
||||||
|
);
|
||||||
|
}
|
||||||
|
|
||||||
|
private void saveInboundMessage(Session session, InboundMessage message) {
|
||||||
|
sessionManagerService.saveMessage(
|
||||||
|
message.getChannelMessageId(),
|
||||||
|
session.getSessionId(),
|
||||||
|
Message.SENDER_TYPE_CUSTOMER,
|
||||||
|
message.getCustomerId(),
|
||||||
|
message.getContent(),
|
||||||
|
message.getMsgType(),
|
||||||
|
message.getRawPayload()
|
||||||
|
);
|
||||||
|
}
|
||||||
|
|
||||||
|
private void handleTransferToManual(Session session, InboundMessage message, String reply) {
|
||||||
|
String reason = transferService.getTransferReason(
|
||||||
|
message.getContent(),
|
||||||
|
aiService.getLastConfidence(),
|
||||||
|
sessionManagerService.getMessageCount(session.getSessionId())
|
||||||
|
);
|
||||||
|
|
||||||
|
sessionManagerService.transferToManual(session.getSessionId(), reason);
|
||||||
|
|
||||||
|
String transferReply = reply + "\n\n正在为您转接人工客服，请稍候...";
|
||||||
|
|
||||||
|
ChannelAdapter adapter = channelAdapters.get(message.getChannelType());
|
||||||
|
if (adapter != null) {
|
||||||
|
OutboundMessage outbound = OutboundMessage.builder()
|
||||||
|
.channelType(message.getChannelType())
|
||||||
|
.receiver(message.getCustomerId())
|
||||||
|
.kfId(message.getKfId())
|
||||||
|
.content(transferReply)
|
||||||
|
.msgType("text")
|
||||||
|
.build();
|
||||||
|
adapter.sendMessage(outbound);
|
||||||
|
|
||||||
|
if (adapter instanceof TransferCapable) {
|
||||||
|
boolean transferred = ((TransferCapable) adapter)
|
||||||
|
.transferToPool(message.getKfId(), message.getCustomerId());
|
||||||
|
if (transferred) {
|
||||||
|
log.info("已将会话转入待接入池: sessionId={}", session.getSessionId());
|
||||||
|
}
|
||||||
|
}
|
||||||
|
}
|
||||||
|
|
||||||
|
webSocketService.notifyNewPendingSession(session.getSessionId());
|
||||||
|
}
|
||||||
|
|
||||||
|
private void sendReplyToUser(Session session, InboundMessage message, String reply) {
|
||||||
|
ChannelAdapter adapter = channelAdapters.get(message.getChannelType());
|
||||||
|
if (adapter != null) {
|
||||||
|
OutboundMessage outbound = OutboundMessage.builder()
|
||||||
|
.channelType(message.getChannelType())
|
||||||
|
.receiver(message.getCustomerId())
|
||||||
|
.kfId(message.getKfId())
|
||||||
|
.content(reply)
|
||||||
|
.msgType("text")
|
||||||
|
.build();
|
||||||
|
adapter.sendMessage(outbound);
|
||||||
|
}
|
||||||
|
|
||||||
|
sessionManagerService.saveMessage(
|
||||||
|
"ai_" + System.currentTimeMillis(),
|
||||||
|
session.getSessionId(),
|
||||||
|
Message.SENDER_TYPE_AI,
|
||||||
|
"AI",
|
||||||
|
reply,
|
||||||
|
"text",
|
||||||
|
null
|
||||||
|
);
|
||||||
|
}
|
||||||
|
|
||||||
|
private com.wecom.robot.dto.WxCallbackMessage createWxCallbackMessage(InboundMessage message) {
|
||||||
|
com.wecom.robot.dto.WxCallbackMessage wxMessage = new com.wecom.robot.dto.WxCallbackMessage();
|
||||||
|
wxMessage.setExternalUserId(message.getCustomerId());
|
||||||
|
wxMessage.setOpenKfId(message.getKfId());
|
||||||
|
wxMessage.setContent(message.getContent());
|
||||||
|
wxMessage.setMsgType(message.getMsgType());
|
||||||
|
return wxMessage;
|
||||||
|
}
|
||||||
|
|
||||||
|
private String truncateContent(String content) {
|
||||||
|
if (content == null) {
|
||||||
|
return null;
|
||||||
|
}
|
||||||
|
return content.length() > 50 ? content.substring(0, 50) + "..." : content;
|
||||||
|
}
|
||||||
|
}
|
||||||
Loading…
Reference in New Issue