211 lines
13 KiB
PowerShell
211 lines
13 KiB
PowerShell
<#
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S5：IG 客服上线转人工（方案 docs\第三方chatbot对接\IG 客服上线转人工方案.html）。
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服务号在机器人状态时新 IG 用户建出机器人工单 → SCRM 开工（切人工、在线 3）+ 客服上线
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→ 用户下一条：第三方照常回 echo，问句（带按钮）排在 echo 之后 → 点 Yes → 等待语
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→ 旧单结束、新人工工单推给 SCRM → 第三方没收到「Yes」和之后的消息
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→ 客服回复、用户收到 → 第三方往旧单迟到的回复得 409 → 结束新单 → SCRM 下班。
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前提：.\loop.ps1 up 各角色都健康；chatbot 以 --auto-reply echo 运行；
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epro_ig_demo 的 DisconnectChatbotFlowSetting 已打开（db\ixserver\loop_patch.sql 第 3 节）。
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通过退出 0，失败退出 1 并打印三方记录；两种情况都在 run\reports\ 生成场景报告（观察台在跑时）。
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用法：.\scenarios\s5-ig-handoff.ps1 [-TimeoutSec 60] [-YesTitle Yes] [-KeepShift] [-NoReport]
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#>
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param([int]$TimeoutSec = 60, [string]$YesTitle = 'Yes', [switch]$KeepShift, [switch]$NoReport)
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$ErrorActionPreference = 'Stop'
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$ProgressPreference = 'SilentlyContinue'
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$LoopNoReport = [bool]$NoReport
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. (Join-Path $PSScriptRoot '_lib.ps1')
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$Cfg = $LoopCfg
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$ig = "http://127.0.0.1:$($Cfg.Ports.IgMock)"
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$sc = "http://127.0.0.1:$($Cfg.Ports.ScrmMock)"
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$cb = "http://127.0.0.1:$($Cfg.Ports.Chatbot)"
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$api = "http://localhost:$($Cfg.Ports.Ixserver)"
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function Post([string]$url, $body) {
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$bytes = [Text.Encoding]::UTF8.GetBytes(($body | ConvertTo-Json -Compress -Depth 6))
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try { return Invoke-RestMethod $url -Method Post -ContentType 'application/json; charset=utf-8' -Body $bytes }
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catch {
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# 模拟方动作失败时回 4xx / 502，正文里带着原因
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$resp = $_.Exception.Response
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if (-not $resp) { throw }
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$reader = New-Object IO.StreamReader($resp.GetResponseStream(), [Text.Encoding]::UTF8)
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return ($reader.ReadToEnd() | ConvertFrom-Json)
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}
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}
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# 失败也要把服务号切回机器人、客服下线，否则后面跑 S1 的新用户会直接进人工单
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function Stop-Shift {
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if ($KeepShift) { return }
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Post "$sc/_api/agent-offline" @{} | Out-Null
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Post "$sc/_api/shift" @{ on = $false } | Out-Null
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}
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function Fail([string]$why) {
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Write-Host "S5 失败：$why" -ForegroundColor Red
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Write-Host '--- IG 模拟记录（这位用户）'
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(Invoke-RestMethod "$ig/_api/state").events | Where-Object { $_.igsid -eq $igsid } | Sort-Object id |
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ForEach-Object { '{0} {1} {2} {3}' -f $_.id, $_.kind, $_.type, $(if ($_.kind -eq 'outbound') { $_.summary } else { $_.text }) } | Out-Host
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Write-Host '--- SCRM 模拟记录（最近 10 条）'
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(Invoke-RestMethod "$sc/_api/state").events | Select-Object -First 10 | ForEach-Object { ($_ | ConvertTo-Json -Depth 8 -Compress) } | Out-Host
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Write-Host '--- chatbot 记录（最近 6 条）'
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(Invoke-RestMethod "$cb/_api/state").events | Select-Object -First 6 | ForEach-Object { '{0} ticket={1} {2}' -f $_.kind, $_.ticketId, $_.message } | Out-Host
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Add-LoopStep $why $false
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Stop-Shift
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Save-LoopReport -Passed $false -Reason $why
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exit 1
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}
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function Step([string]$name, [string]$action, $body) {
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$r = Post "$sc/_api/$action" $body
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if (-not $r.ok) { Fail "$name（$action）未成功：$($r.error) $((@($r.calls) | ForEach-Object { $_.api + ' → ' + ($_.response.body.msg) }) -join '；')" }
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Add-LoopStep $name $true ((@($r.calls) | ForEach-Object { $_.api }) -join ' + ')
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}
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function Wait-For([string]$what, [scriptblock]$probe) {
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$deadline = (Get-Date).AddSeconds($TimeoutSec)
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while ((Get-Date) -lt $deadline) {
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$hit = & $probe
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if ($hit) { return $hit }
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Start-Sleep -Milliseconds 300
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}
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Fail "$TimeoutSec 秒内没等到：$what"
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}
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function Send-Ig($body) {
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$body.igsid = $igsid
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$r = Post "$ig/_api/send" $body
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if (-not $r.event -or $r.event.response.status -ne 200) { Fail "iXserver 收 webhook 返回 $($r.event.response.status) $($r.error)" }
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return $r.event
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}
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# 这位用户在某个入站事件之后收到的消息（IG 模拟的事件 id 全局递增）
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function Get-Outbound([int]$afterId) {
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@((Invoke-RestMethod "$ig/_api/state").events | Where-Object { $_.kind -eq 'outbound' -and $_.igsid -eq $igsid -and $_.id -gt $afterId } | Sort-Object id)
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}
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# 问句上能点的：按钮模板的 postback 按钮，或回退时的 quick reply
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function Get-Choices($out) {
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$m = $out.body.message
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if ($m.attachment -and $m.attachment.type -eq 'template') {
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return @($m.attachment.payload.buttons | Where-Object { $_.type -eq 'postback' } | ForEach-Object { @{ kind = 'postback'; form = '按钮模板'; title = $_.title; payload = $_.payload } })
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}
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return @($m.quick_replies | Where-Object { $_ } | ForEach-Object { @{ kind = 'quick_reply'; form = 'quick reply'; title = $_.title; payload = $_.payload } })
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}
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function Get-Check($ticketId) {
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$r = Invoke-RestMethod "$api/DisconnectChatbot/GetCheckResult?ticketId=$ticketId"
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if ($r -is [string]) { $r = $r | ConvertFrom-Json }
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return $r
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}
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function Get-ChatbotDeliveries($ticketId) {
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@((Invoke-RestMethod "$cb/_api/state").events | Where-Object { $_.kind -eq 'inbound' -and $_.raw -like "*`"ticket_id`":$ticketId,*" })
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}
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function New-Tag { [guid]::NewGuid().ToString('N').Substring(0, 6) }
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Start-LoopRun 'S5' 'IG 客服上线转人工'
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$igsid = 'loop-s5-' + [guid]::NewGuid().ToString('N').Substring(0, 8)
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$ws = (Invoke-RestMethod "$sc/_api/state").state.ws
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if ($ws.status -ne 'logged-in') { Fail "SCRM 模拟的 WebSocket 没登录（$($ws.status) $($ws.lastError)）" }
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Invoke-RestMethod "$sc/_api/clear" -Method Post | Out-Null
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Invoke-RestMethod "$ig/_api/clear" -Method Post | Out-Null
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# ---- 1. 服务号在机器人状态时建单：AI 状态只在建单那一刻定（方案 §2.3）
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Step 'SCRM 下班（服务号在机器人状态）' 'shift' @{ on = $false }
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# 条款同意那一句就建出了机器人工单，之后的 text1 落在同一张单上
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$err = Complete-LoopTnC $igsid $TimeoutSec
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if ($err) { Fail $err }
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$text1 = 'S5 机器人阶段 ' + (New-Tag)
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$e1 = Send-Ig @{ kind = 'text'; text = $text1 }
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Add-LoopStep '新 IG 用户发消息' $true "$igsid「$text1」HTTP 200"
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$reply1 = Wait-For "第三方回复「echo: $text1」" {
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@((Invoke-RestMethod "$cb/_api/state").events | Where-Object { $_.kind -eq 'reply' -and $_.message -eq "echo: $text1" }) | Select-Object -First 1
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}
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$oldTicket = $reply1.ticketId
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Set-LoopTicket $oldTicket
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Wait-For 'IG 用户收到 echo' { @(Get-Outbound $e1.id | Where-Object { $_.summary -eq "echo: $text1" }) | Select-Object -First 1 } | Out-Null
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$check = Get-Check $oldTicket
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if (-not $check.IsChatbot) { Fail "工单 $oldTicket 不在机器人状态（上一次场景没下班？）" }
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$context = if ($check.ContextJson) { $check.ContextJson | ConvertFrom-Json } else { $null }
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if (-not $context -or -not $context.Setting.Enable) { Fail 'epro_ig_demo 的 DisconnectChatbotFlowSetting 没打开：见 db\ixserver\loop_patch.sql 第 3 节，没 reset 过的库要单独执行那一段' }
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if ($check.Eligible) { Fail '服务号还在机器人状态，工单就被判成可以转人工' }
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Add-LoopStep '机器人工单；流程已开、此时不合格' $true "ticket $oldTicket · $($check.StateName)"
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# ---- 2. 开工 + 客服上线：上线那一刻不推任何消息，等用户下一条才判（方案 §2.4）
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Step 'SCRM 开工（切人工、在线 3）' 'shift' @{ on = $true }
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Step '客服上线' 'agent-online' @{}
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$check = Get-Check $oldTicket
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if (-not $check.Eligible) {
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Fail ("开工后工单仍不合格：服务号已切人工={0} 客服在线={1} 额度有空={2} 额度工单={3}" -f (-not $check.EnableServiceAutoRespone), $check.IsCSOnline, $check.HasFreeQuota, $check.IsQuota)
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}
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Add-LoopStep '开工后工单合格' $true '服务号人工 + 客服在线 + 额度有空 + 工单仍在机器人手里'
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# ---- 3. 下一条：第三方照常回复，问句排在回复之后（方案 §9.1）
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$text2 = 'S5 开工后 ' + (New-Tag)
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$e2 = Send-Ig @{ kind = 'text'; text = $text2 }
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$ask = Wait-For '问句（带按钮）' { @(Get-Outbound $e2.id | Where-Object { @(Get-Choices $_).Count }) | Select-Object -First 1 }
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$echo2 = @(Get-Outbound $e2.id | Where-Object { $_.summary -eq "echo: $text2" }) | Select-Object -First 1
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if (-not $echo2) { Fail '问句发出时第三方的 echo 还没到：问句应排在第三方回复之后' }
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if ($echo2.id -gt $ask.id) { Fail '问句抢在第三方 echo 前面发出' }
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if ($ask.response.status -ne 200) { Fail "问句 Graph 应答 $($ask.response.status)（IG 模拟档位 $($ask.response.mode)），用户实际没收到" }
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if (@($ask.issues).Count) { Fail "问句出站请求有问题：$($ask.issues -join '；')" }
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$choices = @(Get-Choices $ask)
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$gapMs = [int]([datetime]$ask.at - [datetime]$echo2.at).TotalMilliseconds
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Add-LoopStep '问句排在第三方 echo 之后' $true ("{0} · 晚 {1}ms · 按钮：{2}" -f $choices[0].form, $gapMs, (($choices | ForEach-Object { $_.title }) -join ' / '))
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$yes = $choices | Where-Object { $_.title -eq $YesTitle } | Select-Object -First 1
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if (-not $yes) { $yes = $choices | Where-Object { $_.title -like "$YesTitle*" } | Select-Object -First 1 }
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if (-not $yes) { Fail "问句里没有「$YesTitle」按钮（有：$(($choices | ForEach-Object { $_.title }) -join ' / ')）" }
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# ---- 4. 点 Yes：等待语 → 旧单结束 → 新人工工单推给 SCRM
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$e3 = Send-Ig @{ kind = $yes.kind; title = $yes.title; text = $yes.title; payload = $yes.payload }
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$waitMsg = Wait-For '点 Yes 后的等待语' { Get-Outbound $e3.id | Select-Object -First 1 }
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Add-LoopStep "点「$($yes.title)」后收到等待语" $true $waitMsg.summary
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$newTicket = Wait-For 'SCRM 收到新人工工单推送' {
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$pushes = @((Invoke-RestMethod "$sc/_api/state").events | Where-Object { $_.kind -eq 'push' -and (($_.parsed | ConvertTo-Json -Depth 8 -Compress) -match [regex]::Escape($igsid)) })
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@($pushes | ForEach-Object { $_.ticketIds } | Where-Object { $_ -and [string]$_ -ne [string]$oldTicket }) | Select-Object -First 1
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}
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Set-LoopTicket $newTicket
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Add-LoopStep 'SCRM 收到新人工工单' $true "ticket $oldTicket → $newTicket"
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# ---- 5. 客服接手；用户在新单里说的话也不该投给第三方
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Step '指派给客服' 'assign' @{ ticket_id = $newTicket }
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Step '打开工单（验证信息 + 已读）' 'open' @{ ticket_id = $newTicket }
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$agentText = 'S5 客服回复 ' + (New-Tag)
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Step '客服回复' 'reply' @{ ticket_id = $newTicket; text = $agentText }
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$agentOut = Wait-For "IG 用户收到「$agentText」" { @(Get-Outbound $e3.id | Where-Object { $_.summary -eq $agentText }) | Select-Object -First 1 }
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if ($agentOut.response.status -ne 200) { Fail "客服回复 Graph 应答 $($agentOut.response.status)，用户实际没收到" }
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Add-LoopStep 'IG 用户收到客服回复' $true $agentText
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# 按 ASCII 标记找：中文在各方的 JSON 里可能被转义成 \uXXXX
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$tag4 = New-Tag
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$text4 = "S5 人工阶段 $tag4"
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Send-Ig @{ kind = 'text'; text = $text4 } | Out-Null
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Wait-For 'SCRM 收到用户在人工单里的消息' {
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@((Invoke-RestMethod "$sc/_api/state").events | Where-Object { $_.kind -eq 'push' -and (($_.parsed | ConvertTo-Json -Depth 8 -Compress) -match $tag4) }) | Select-Object -First 1
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} | Out-Null
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Add-LoopStep 'SCRM 收到用户在人工单里的消息' $true $text4
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$deliveries = @(Get-ChatbotDeliveries $oldTicket)
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if ($deliveries.Count -ne 2) { Fail "第三方收到旧单 $($deliveries.Count) 次投递，应只有转人工前的 2 条（「$($yes.title)」不该投给第三方）" }
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if (@(Get-ChatbotDeliveries $newTicket).Count) { Fail "人工工单 $newTicket 的消息被投给了第三方" }
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if (@((Invoke-RestMethod "$cb/_api/state").events | Where-Object { $_.kind -eq 'inbound' -and $_.raw -like "*$tag4*" }).Count) { Fail '用户在人工单里的话被投给了第三方' }
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Add-LoopStep '第三方没收到「Yes」与转人工后的消息' $true '旧单只有转人工前的 2 次投递'
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# ---- 6. 第三方往已结束的旧单迟到回复：409 ticket-closed，用户收不到
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$lateText = 'S5 第三方迟到的回复 ' + (New-Tag)
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$late = Post "$cb/_api/reply" @{ ticket_id = [int]$oldTicket; message = $lateText }
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if (-not $late.result -or $late.result.status -ne 409 -or $late.result.raw -notmatch 'ticket-closed') { Fail "旧单迟到回复应得 409 ticket-closed，实际：$(($late | ConvertTo-Json -Depth 4 -Compress))" }
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Start-Sleep -Milliseconds 1500
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if (@(Get-Outbound $e3.id | Where-Object { $_.summary -eq $lateText }).Count) { Fail '旧单迟到的回复被发给了用户' }
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Add-LoopStep '旧单迟到回复 409，用户收不到' $true 'ticket-closed'
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# ---- 7. 收尾
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Step '结束人工工单' 'complete' @{ ticket_id = $newTicket }
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if (-not $KeepShift) {
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Step '客服下线' 'agent-offline' @{}
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Step 'SCRM 下班（切回机器人、在线 0）' 'shift' @{ on = $false }
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}
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Write-Host "S5 通过：$igsid 机器人工单 $oldTicket → 开工后问句（$($choices[0].form)，晚于 echo ${gapMs}ms）→ 点「$($yes.title)」→ 人工工单 $newTicket → 客服回复送达 → 旧单迟到回复 409" -ForegroundColor Green
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Save-LoopReport -Passed $true
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exit 0
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