Kris
2ddcf1cc55
新增 Intercom 渠道扩展，支持在 Yuxi 平台中集成 Intercom 客服渠道。 包含以下功能模块： - client: Intercom API 客户端封装 - config: 渠道配置管理 - gateway: SSE/WebSocket 网关接入 - webhook: Webhook 事件处理 - streaming: 流式消息处理 - format: 消息格式转换 - outbound: 外发消息管理 - handoff: 转人工会话切换 - pairing: 用户配对与绑定 - security: 安全签名校验 - dedupe: 消息去重 - monitor: 渠道状态监控 - status: 会话状态管理 - session_guard: 会话防护 - types: 类型定义
55 lines
2.1 KiB
Python
55 lines
2.1 KiB
Python
import logging
|
|
|
|
from yuxi.channel.extensions.intercom.client import IntercomClient
|
|
|
|
logger = logging.getLogger(__name__)
|
|
|
|
|
|
class HandoffDetector:
|
|
@staticmethod
|
|
async def is_human_takeover(client: IntercomClient, conversation_id: str, bot_admin_id: str) -> bool:
|
|
try:
|
|
conv = await client.get_conversation(conversation_id)
|
|
except Exception:
|
|
logger.warning("Failed to fetch conversation %s for handoff check", conversation_id, exc_info=True)
|
|
return False
|
|
|
|
assignee = conv.get("assignee") or {}
|
|
if assignee and assignee.get("type") == "admin":
|
|
admin_id = str(assignee.get("id", ""))
|
|
if admin_id and admin_id != bot_admin_id:
|
|
return True
|
|
|
|
return False
|
|
|
|
@staticmethod
|
|
async def check_recent_admin_reply(client: IntercomClient, conversation_id: str, bot_admin_id: str) -> bool:
|
|
try:
|
|
parts = await client.get_conversation_parts(conversation_id)
|
|
except Exception:
|
|
logger.warning("Failed to fetch conversation parts for handoff check", exc_info=True)
|
|
return False
|
|
|
|
for part in reversed(parts):
|
|
author = part.get("author", {})
|
|
if author.get("type") == "admin" and str(author.get("id", "")) != bot_admin_id:
|
|
return True
|
|
if part.get("part_type") == "comment" and author.get("type") in ("contact", "user"):
|
|
break
|
|
return False
|
|
|
|
@staticmethod
|
|
async def get_last_admin_reply_time(client: IntercomClient | None, conversation_id: str, bot_admin_id: str) -> float | None:
|
|
if client is None:
|
|
return None
|
|
try:
|
|
parts = await client.get_conversation_parts(conversation_id)
|
|
except Exception:
|
|
return None
|
|
for part in reversed(parts):
|
|
author = part.get("author", {})
|
|
if author.get("type") == "admin" and str(author.get("id", "")) != bot_admin_id:
|
|
created_at = part.get("created_at", 0)
|
|
return float(created_at) if created_at else None
|
|
return None
|