chore: CRM-NEW baseline
This commit is contained in:
wangliang
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'use strict';
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const { createLLM } = require('./llm');
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const { createLibreDeskClient } = require('./libredesk');
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const { createTools, resolveSiteProfile } = require('./tools');
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const { buildSystemPrompt } = require('./prompts');
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const { createVerification } = require('./verification');
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const { createRetriever } = require('./rag');
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const { createMetrics } = require('./metrics');
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const { auditAnswer } = require('./audit');
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const { markdownToHtml } = require('./markdown');
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const { guardReply } = require('./output-guard');
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const { quickClassify, detectEmotion, INTENTS } = require('./intent');
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const { createContextManager } = require('./context');
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const { detectInjection, markToolResult, INJECTION_CAUTION_PROMPT } = require('./security');
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const { hasBuyingIntent, missingLeadContacts, detectLanguage, appendLeadFollowup, alreadyAsksForLead } = require('./lead-intent');
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const { createLlmCache } = require('./llm-cache');
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const crypto = require('crypto');
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const MAX_TOOL_STEPS = 4;
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function stripHtml(html) {
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return String(html || '')
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.replace(/<br\s*\/?>/gi, '\n')
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.replace(/<[^>]+>/g, ' ')
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.replace(/ /g, ' ')
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.replace(/&/g, '&')
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.replace(/</g, '<')
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.replace(/>/g, '>')
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.replace(/"/g, '"')
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.replace(/\s+/g, ' ')
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.trim();
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}
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function createAgent(cfg, deps = {}) {
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const llm = deps.llm || createLLM(cfg);
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const client = deps.client || createLibreDeskClient(cfg);
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const verification = deps.verification || createVerification(cfg);
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const retriever = deps.retriever || (cfg.ragPgUrl ? createRetriever(cfg) : null);
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const metrics = deps.metrics || createMetrics(cfg);
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const contextManager = deps.contextManager || createContextManager();
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const llmCache = deps.llmCache || createLlmCache(cfg);
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const tools = deps.tools || createTools(cfg, { verification, retriever, client });
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const leadStore = deps.leadStore || (tools && tools.leadStore) || null;
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const byName = new Map(tools.map((t) => [t.name, t]));
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const toolDefs = tools.map((t) => ({
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type: 'function',
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function: { name: t.name, description: t.description, parameters: t.parameters },
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}));
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const locks = new Map();
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async function identityFor(conv) {
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const contact = conv.contact || {};
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// 方案 A 保留 LibreDesk JWT+OTP：JWT 登录联系人 type=contact，视为已验证。
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if (contact.type === 'contact' && contact.email) {
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return { verified: true, email: String(contact.email).trim().toLowerCase() };
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}
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const email = await verification.getVerifiedEmail(conv.uuid);
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return { verified: Boolean(email), email: email || '' };
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}
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async function buildMessages(conv, currentMessage) {
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const history = await client.getMessages(conv.uuid, 60);
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const sorted = history
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.slice()
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.sort((a, b) => Number(a.id) - Number(b.id))
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.filter((m) => m && !m.private && m.type !== 'activity' && m.sender_type)
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.map((m) => {
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const text = (m.text_content || stripHtml(m.content)).trim();
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if (!text) return null;
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return { role: m.sender_type === 'contact' ? 'user' : 'assistant', content: text };
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})
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.filter(Boolean);
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// 确保当前消息在最后（webhook 可能先于 history 可见）
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const currentText = (currentMessage.text_content || stripHtml(currentMessage.content)).trim();
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if (currentText && (!sorted.length || sorted[sorted.length - 1].content !== currentText || sorted[sorted.length - 1].role !== 'user')) {
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sorted.push({ role: 'user', content: currentText });
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} else if (currentText && sorted[sorted.length - 1].role !== 'user') {
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sorted.push({ role: 'user', content: currentText });
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}
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return contextManager.compressHistory(conv.uuid, sorted, llm);
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}
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async function runOnce(conv, webhookMessage) {
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if (!llm.enabled) throw new Error('LLM is not configured');
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const startedAt = Date.now();
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const stats = { llmCalls: 0, promptTokens: 0, completionTokens: 0, totalTokens: 0, toolCalls: [], toolResults: [] };
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const profile = resolveSiteProfile(cfg, { inboxId: String(conv.inbox_id || '') });
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const identity = await identityFor(conv);
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const ctx = {
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verified: identity.verified,
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email: identity.email,
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inboxId: String(conv.inbox_id || ''),
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conversationUuid: conv.uuid,
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siteProfile: profile,
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};
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const currentText = (webhookMessage.text_content || stripHtml(webhookMessage.content)).trim();
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const messages = await buildMessages(conv, webhookMessage);
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if (!messages.length) return null;
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const injection = detectInjection(currentText);
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let systemContent = buildSystemPrompt({
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verified: ctx.verified,
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email: ctx.email,
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site: profile.site,
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channel: conv.channel || 'livechat',
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}) + (injection.level === 'high' ? INJECTION_CAUTION_PROMPT : '');
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// 购买意向：LLM 之前先给硬指令，LLM 之后还有程序化兜底
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let leadState = null;
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if (leadStore) {
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try { leadState = await leadStore.get(conv.uuid); } catch { leadState = null; }
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}
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const preSlots = (leadState && leadState.slots) || {};
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const buyingIntent = hasBuyingIntent(currentText);
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const preMissing = missingLeadContacts(preSlots, ctx.email);
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if (buyingIntent && preMissing.length) {
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systemContent += `\n\nLEAD COMPLETION (hard rule): the customer shows buying intent but we still miss ${preMissing.join(', ')}. At the END of your reply, ask naturally for the missing piece(s) in the customer's language. Do not end without asking.`;
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}
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messages.unshift({ role: 'system', content: systemContent });
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if (injection.level === 'high') {
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'injection_detected', conversation: conv.uuid, matches: injection.matches.length }));
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}
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// 预检索：政策问题先查 KB，商品问题先查商品，避免模型跳过工具直接编。
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const intent = quickClassify(currentText);
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const emotion = detectEmotion(currentText);
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if (emotion !== 'neutral') {
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const toneLine = emotion === 'angry'
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? 'TONE: The customer is angry. Acknowledge their frustration, be empathetic, and escalate/hand off if needed.'
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: emotion === 'frustrated'
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? 'TONE: The customer is frustrated. Be patient and reassuring.'
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: 'TONE: The customer is urgent. Be direct and concise.';
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messages[0].content += `\n\n${toneLine}`;
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}
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let preResult = null;
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try {
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let preTool = null;
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if (intent === INTENTS.POLICY_FAQ) preTool = byName.get('search_kb');
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else if (intent === INTENTS.PRODUCT_SEARCH) preTool = byName.get('search_products');
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if (preTool) {
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const started = Date.now();
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preResult = await preTool.handler({ query: currentText, limit: 5 }, ctx);
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stats.toolCalls.push({ name: preTool.name, ms: Date.now() - started, ok: true, forced: true });
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stats.toolResults.push(preResult);
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'tool', tool: preTool.name, forced: true, ms: Date.now() - started, conversation: conv.uuid, ok: true }));
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messages.splice(1, 0, {
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role: 'system',
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content: `Pre-retrieved tool result for this customer message (${preTool.name}). Use it as the primary source; if it is insufficient, call tools again.\n${markToolResult(preTool.name, JSON.stringify(preResult).slice(0, 6000))}`,
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});
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}
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} catch (err) {
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'pre_tool_error', conversation: conv.uuid, error: err.message }));
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}
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const lang = /[\u3400-\u9fff]/.test(currentText) ? 'zh' : 'en';
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const systemHash = crypto.createHash('sha256').update(systemContent).digest('hex').slice(0, 24);
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let kbFingerprint = '';
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if (preResult && Array.isArray(preResult.results)) {
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kbFingerprint = crypto.createHash('sha256').update(preResult.results.map((h) => `${h.question}|${(h.source_urls || []).join(',')}`).join('\n')).digest('hex').slice(0, 24);
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}
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let finalContent = '';
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if (intent === INTENTS.POLICY_FAQ && llmCache.enabled) {
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const cached = await llmCache.get({
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query: currentText,
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intent,
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verifiedScope: ctx.verified ? 'verified' : 'anonymous',
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lang,
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kbFingerprint,
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systemHash,
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});
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if (cached) {
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const outbound = /<(p|br|a|ul|ol|strong|div)\b/i.test(cached) ? cached : markdownToHtml(cached);
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await client.sendMessage(conv.uuid, outbound, { echoId: `bridge-ai-${webhookMessage.uuid}` });
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await metrics.record({
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conversationUuid: conv.uuid, inboxId: conv.inbox_id, channel: conv.channel || 'livechat',
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verified: ctx.verified, model: llm.model, latencyMs: Date.now() - startedAt,
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llmCalls: 0, promptTokens: 0, completionTokens: 0, totalTokens: 0,
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toolCalls: stats.toolCalls, audit: { ...auditAnswer({ finalContent: cached, toolResults: stats.toolResults, toolCalls: stats.toolCalls }), cache_hit: true },
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replyLength: cached.length,
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});
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'cache_hit', conversation: conv.uuid, length: cached.length }));
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return cached;
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}
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}
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for (let step = 0; step < MAX_TOOL_STEPS; step += 1) {
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const response = await llm.chat({ messages, tools: toolDefs, temperature: 0.3, maxTokens: 1200 });
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stats.llmCalls += 1;
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if (response.usage) {
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stats.promptTokens += Number(response.usage.prompt_tokens) || 0;
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stats.completionTokens += Number(response.usage.completion_tokens) || 0;
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stats.totalTokens += Number(response.usage.total_tokens) || 0;
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}
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if (response.toolCalls && response.toolCalls.length) {
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messages.push({ role: 'assistant', content: response.content || '', tool_calls: response.toolCalls });
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for (const call of response.toolCalls) {
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const name = call.function && call.function.name;
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const tool = byName.get(name);
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let result;
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const started = Date.now();
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try {
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if (!tool) throw new Error(`unknown tool: ${name}`);
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const args = call.function.arguments ? JSON.parse(call.function.arguments) : {};
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// verify_email_code 成功后，后续工具要立刻看到 verified/email 变化
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const latest = await identityFor(conv);
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ctx.verified = latest.verified;
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ctx.email = latest.email;
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result = await tool.handler(args, ctx);
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} catch (err) {
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result = { error: err.code || err.message || 'tool_failed', message: err.message || String(err) };
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}
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stats.toolCalls.push({ name, ms: Date.now() - started, ok: !(result && result.error) });
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stats.toolResults.push(result);
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console.log(JSON.stringify({
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ts: new Date().toISOString(),
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agent: 'tool',
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tool: name,
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ms: Date.now() - started,
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conversation: conv.uuid,
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verified: ctx.verified,
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ok: !(result && result.error),
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}));
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messages.push({ role: 'tool', tool_call_id: call.id, content: markToolResult(name, JSON.stringify(result).slice(0, 6000)) });
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}
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continue;
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}
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finalContent = String(response.content || '').trim();
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break;
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}
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if (!finalContent) {
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finalContent = '抱歉，我这边暂时无法处理，请您稍后再试。';
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}
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// post-LLM 兜底：LLM 没问公司/联系方式时，代码强制追加多语言追问
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let leadFollowup = false;
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try {
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if (buyingIntent && leadStore) {
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const latest = await leadStore.get(conv.uuid);
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const latestSlots = (latest && latest.slots) || {};
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const missing = missingLeadContacts(latestSlots, ctx.email);
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if (missing.length && !alreadyAsksForLead(finalContent)) {
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const lang = detectLanguage(currentText);
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finalContent = appendLeadFollowup(finalContent, lang);
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leadFollowup = true;
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'lead_followup', conversation: conv.uuid, lang, missing }));
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}
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}
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} catch (err) {
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console.error(JSON.stringify({ ts: new Date().toISOString(), warn: `lead followup failed: ${err.message}` }));
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}
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// 发送前硬护栏：伪造下单/邮件/订单号、无工具证据的库存价格、非工具 URL
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const guard = guardReply({
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content: finalContent,
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toolResults: stats.toolResults,
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toolCalls: stats.toolCalls,
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lang: detectLanguage(currentText),
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});
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if (guard.blocked || guard.removed_urls.length) {
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console.log(JSON.stringify({
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ts: new Date().toISOString(),
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agent: 'output_guard',
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conversation: conv.uuid,
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blocked: guard.blocked,
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rewritten: guard.rewritten,
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reasons: guard.reasons,
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removed_urls: guard.removed_urls,
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evidence_missing: guard.evidence_missing,
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}));
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}
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finalContent = guard.content;
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const alreadyHtml = /<(p|br|a|ul|ol|strong|div)\b/i.test(finalContent);
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const outboundContent = alreadyHtml ? finalContent : markdownToHtml(finalContent);
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await client.sendMessage(conv.uuid, outboundContent, { echoId: `bridge-ai-${webhookMessage.uuid}` });
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if (intent === INTENTS.POLICY_FAQ && llmCache.enabled) {
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await llmCache.store({
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query: currentText,
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intent,
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verifiedScope: ctx.verified ? 'verified' : 'anonymous',
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lang,
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kbFingerprint,
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systemHash,
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reply: finalContent,
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});
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}
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const audit = auditAnswer({ finalContent, toolResults: stats.toolResults, toolCalls: stats.toolCalls });
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audit.injection_level = injection.level;
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audit.lead_followup = leadFollowup;
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audit.output_guard = { blocked: guard.blocked, rewritten: guard.rewritten, reasons: guard.reasons, removed_urls: guard.removed_urls, evidence_missing: guard.evidence_missing };
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await metrics.record({
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conversationUuid: conv.uuid,
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inboxId: conv.inbox_id,
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channel: conv.channel || 'livechat',
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verified: ctx.verified,
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model: llm.model,
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latencyMs: Date.now() - startedAt,
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llmCalls: stats.llmCalls,
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promptTokens: stats.promptTokens,
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completionTokens: stats.completionTokens,
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totalTokens: stats.totalTokens,
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toolCalls: stats.toolCalls,
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audit,
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replyLength: finalContent.length,
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});
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console.log(JSON.stringify({ ts: new Date().toISOString(), agent: 'replied', conversation: conv.uuid, length: finalContent.length, audit }));
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return finalContent;
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}
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async function run(conv, webhookMessage) {
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const key = String(conv.uuid);
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const previous = locks.get(key) || Promise.resolve();
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const current = previous
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.catch(() => {})
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.then(() => runOnce(conv, webhookMessage));
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locks.set(key, current);
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try {
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return await current;
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} finally {
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if (locks.get(key) === current) locks.delete(key);
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}
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}
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return { run, tools: byName, toolDefs };
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}
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module.exports = { createAgent };
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