QIWEI-skill/mcp/src/dashboard/customer-master-service.js

const fs = require('fs');
const path = require('path');
const { qiweiAccountKey } = require('../core/credentials');
const { outputsRoot } = require('../core/output-paths');
const { okResult, errorResult } = require('../core/result-envelope');
const { getConversations, updateCustomerProfile } = require('./agent-service');
const { readState } = require('../core/dashboard-state');

const FIELD_LABELS = {
  intent: '客户意图',
  purpose: '客户目标',
  need: '核心需求',
  needs: '核心需求',
  preferredRegion: '服务区域',
  region: '服务区域',
  district: '服务区域',
  budgetWan: '预算',
  budgetRange: '预算范围',
  budgetType: '预算口径',
  layout: '方案偏好',
  houseType: '方案偏好',
  timeline: '计划时间',
  urgency: '紧迫度',
  keyConcerns: '核心关注',
  decisionMaker: '决策人',
  contactPreference: '沟通偏好',
  serviceStage: '服务阶段',
  aiSummary: '画像摘要',
};

function ensureDir(dirPath) { fs.mkdirSync(dirPath, { recursive: true }); return dirPath; }

function writeJsonAtomic(filePath, value) {
  ensureDir(path.dirname(filePath));
  const tempPath = `${filePath}.${process.pid}.tmp`;
  fs.writeFileSync(tempPath, `${JSON.stringify(value, null, 2)}\n`, 'utf8');
  fs.renameSync(tempPath, filePath);
}

function profileValue(value, field) {
  if (Array.isArray(value)) return value.join('、');
  if (value && typeof value === 'object') return value.note || value.value || JSON.stringify(value);
  if (field === 'budgetWan' && Number.isFinite(Number(value))) return `${Number(value)} 万`;
  return String(value ?? '');
}

function customerStage(conversation, fieldCount) {
  const summary = conversation.customerIntelligence?.summary || {};
  if (summary.highAlerts > 0) return { key: 'priority', label: '重点跟进' };
  if (summary.openTasks > 0 && Number(conversation.analysis?.completenessScore || 0) >= 50) return { key: 'qualified', label: '需求已成形' };
  if (fieldCount > 0) return { key: 'profiling', label: '画像积累中' };
  return { key: 'new', label: '待完善' };
}

function hasProfileValue(profile, ...keys) {
  return keys.some(key => {
    const value = profile?.[key];
    return Array.isArray(value) ? value.length > 0 : value !== undefined && value !== null && String(value).trim() !== '' && String(value).trim() !== '待确认';
  });
}

function maskPhone(phone) {
  const text = String(phone || '').trim();
  if (!text) return '';
  if (text.length <= 7) return text;
  return `${text.slice(0, 3)}****${text.slice(-4)}`;
}

function fallbackConversation(customerOps) {
  const displayName = customerOps.name || customerOps.phone || String(customerOps.externalUserId || '').slice(-6) || '未命名客户';
  const maskedId = customerOps.phone ? maskPhone(customerOps.phone) : String(customerOps.externalUserId || '');
  const source = customerOps.source === 'group-member' ? '群成员发现' : '客户运营导入';
  const now = customerOps.updatedAt || new Date().toISOString();
  return {
    id: `co:${String(customerOps.customerId || customerOps.externalUserId || '')}`,
    displayName,
    maskedId,
    source,
    mode: 'customer-ops',
    customerIntelligence: {
      profile: {},
      profileEvidence: {},
      tags: Array.isArray(customerOps.tags) ? customerOps.tags : [],
      tasks: [],
      alerts: [],
      summary: {},
    },
    analysis: { completenessScore: 0 },
    messages: [],
    updatedAt: now,
    lastMessageAt: customerOps.lastSeenInGroupAt || now,
  };
}

function getFallbackCustomers() {
  try {
    const state = readState();
    const customers = Object.values(state.customers || {});
    if (!customers.length) return [];
    return customers
      .filter(customer => customer.customerId || customer.externalUserId)
      .map(customer => {
        const normalized = normalizeCustomer(fallbackConversation(customer));
        normalized.fallback = true;
        normalized.friendRequestStatus = customer.friendRequestStatus;
        normalized.groupStatus = customer.groupStatus;
        normalized.externalUserId = String(customer.externalUserId || customer.customerId || '');
        normalized.phone = customer.phone || '';
        normalized.sourceRoomIds = Array.isArray(customer.sourceRoomIds) ? customer.sourceRoomIds : [];
        normalized.groupNames = Array.isArray(customer.groupNames) ? customer.groupNames : [];
        return normalized;
      })
      .sort((a, b) => String(b.lastMessageAt || '').localeCompare(String(a.lastMessageAt || '')));
  } catch (err) {
    return [];
  }
}

function buildNextActions(customer) {
  const actions = [];
  const add = (id, title, description, evidence, priority = 'medium', confidence = 'rule') => actions.push({ id, title, description, evidence: (evidence || []).filter(Boolean), priority, confidence, status: 'suggested', action: 'open-conversation' });
  const profile = customer.profile || {};
  const openTaskEvidence = customer.tasks.find(task => ['open', 'in_progress'].includes(task.status))?.evidence;
  if (!hasProfileValue(profile, 'intent', 'purpose', 'need', 'needs')) add('confirm-purpose', '确认客户目标', '询问客户本次咨询希望解决的核心问题，再确定后续服务重点。', [openTaskEvidence, '客户主档中的目标尚未确认'], 'high');
  if (!hasProfileValue(profile, 'timeline')) add('confirm-timeline', '确认计划时间', '确认客户希望何时推进，以判断跟进频率和下一步安排。', [openTaskEvidence, '客户主档中的计划时间尚未确认'], 'high');
  if (!hasProfileValue(profile, 'decisionMaker')) add('confirm-decision-maker', '确认决策人', '确认还有哪些人参与决策，避免遗漏关键沟通对象。', ['当前主档没有明确决策人'], 'medium');
  if (String(profile.budgetType || '') === '待确认') add('confirm-budget-type', '确认预算口径', '确认当前预算是上限、目标值还是仍可调整。', [`预算已记录为 ${profile.budgetWan || '-'}，但预算口径为待确认`], 'medium');
  for (const alert of customer.alerts.filter(item => item.status === 'open' && ['high', 'critical'].includes(item.severity)).slice(0, 2)) add(`alert:${alert.id}`, alert.recommendedAction || alert.title, alert.detail || '优先处理高等级客户预警。', [alert.evidence], 'high');
  return actions.slice(0, 6);
}

function buildTimeline(customer) {
  const events = [];
  for (const message of customer.messages || []) {
    events.push({ id: `message:${message.id}`, type: message.role === 'customer' ? 'inbound-message' : 'outbound-message', title: message.role === 'customer' ? '收到客户消息' : '发送客户回复', description: String(message.content || '').slice(0, 300), occurredAt: message.timestamp, source: message.source || message.role, fact: true });
  }
  if (customer.profileUpdatedAt && customer.fields.length) events.push({ id: `profile:${customer.profileUpdatedAt}`, type: 'profile', title: '客户画像已更新', description: customer.fields.slice(0, 5).map(field => `${field.label}：${field.displayValue}`).join(' · '), occurredAt: customer.profileUpdatedAt, source: 'customer-intelligence-db', fact: true });
  for (const task of customer.tasks || []) events.push({ id: `task:${task.id}`, type: 'task', title: `内部任务 · ${task.title}`, description: task.evidence || task.reason || '', occurredAt: task.updatedAt, source: 'customer-task', status: task.status, fact: true });
  for (const alert of customer.alerts || []) events.push({ id: `alert:${alert.id}`, type: 'alert', title: `客户预警 · ${alert.title}`, description: alert.evidence || alert.detail || '', occurredAt: alert.updatedAt, source: 'customer-alert', status: alert.status, fact: true });
  return events.filter(item => item.occurredAt).sort((a, b) => String(b.occurredAt).localeCompare(String(a.occurredAt))).slice(0, 80);
}

function normalizeCustomer(conversation) {
  const intelligence = conversation.customerIntelligence || {};
  const profile = intelligence.profile || {};
  const profileEvidence = intelligence.profileEvidence || {};
  const fields = Object.entries(profile).filter(([key]) => !key.startsWith('__') && key !== 'propertyFeedback').map(([key, value]) => ({
    key,
    label: FIELD_LABELS[key] || key,
    value,
    displayValue: profileValue(value, key),
    evidence: profileEvidence[key] ? {
      text: String(profileEvidence[key].text || ''),
      sourceMessageId: profileEvidence[key].sourceMessageId || null,
      source: profileEvidence[key].source || (profileEvidence[key].sourceMessageId ? 'live-message' : 'unknown'),
      updatedAt: profileEvidence[key].updatedAt || null,
    } : null,
  }));
  const stage = customerStage(conversation, fields.length);
  const messages = conversation.messages || [];
  const latestMessage = messages.at(-1) || null;
  const tasks = intelligence.tasks || [];
  const alerts = intelligence.alerts || [];
  const evidenced = fields.filter(item => item.evidence?.text).length;
  const customer = {
    id: conversation.id,
    externalUserId: conversation.channelId || conversation.contactId || '',
    displayName: conversation.displayName,
    maskedId: conversation.maskedId,
    source: conversation.source === 'live' ? '真实企微会话' : conversation.source,
    mode: conversation.mode,
    stage,
    profile,
    fields,
    tags: intelligence.tags || [],
    completenessScore: Number(conversation.analysis?.completenessScore || 0),
    evidenceCoverage: fields.length ? Math.round(evidenced / fields.length * 100) : 0,
    profileUpdatedAt: intelligence.profileUpdatedAt || conversation.updatedAt || null,
    lastMessageAt: conversation.lastMessageAt,
    latestMessage: latestMessage ? { role: latestMessage.role, content: latestMessage.content, timestamp: latestMessage.timestamp } : null,
    messages,
    messageCount: messages.length,
    tasks,
    alerts,
    openTaskCount: tasks.filter(item => ['open', 'in_progress'].includes(item.status)).length,
    openAlertCount: alerts.filter(item => item.status === 'open').length,
    highAlertCount: alerts.filter(item => item.status === 'open' && ['high', 'critical'].includes(item.severity)).length,
    actions: { openConversation: true, editProfile: true },
  };
  customer.nextActions = buildNextActions(customer);
  customer.timeline = buildTimeline(customer);
  return customer;
}

function createCustomerMasterService(dependencies = {}) {
  const conversationReader = dependencies.getConversations || getConversations;
  const profileUpdater = dependencies.updateCustomerProfile || updateCustomerProfile;
  const fixedProjectionPath = dependencies.projectionPath ? path.resolve(dependencies.projectionPath) : '';
  const projectionPath = () => fixedProjectionPath
    || path.join(outputsRoot(), 'customers', qiweiAccountKey(), 'index.json');

  function persistProjection(customers) {
    const snapshot = {
      version: 1,
      updatedAt: new Date().toISOString(),
      customers: customers.map(customer => ({
        id: customer.id,
        displayName: customer.displayName,
        maskedId: customer.maskedId,
        source: customer.source,
        stage: customer.stage,
        profile: customer.profile,
        tags: customer.tags,
        completenessScore: customer.completenessScore,
        evidenceCoverage: customer.evidenceCoverage,
        profileUpdatedAt: customer.profileUpdatedAt,
        lastMessageAt: customer.lastMessageAt,
        openTaskCount: customer.openTaskCount,
        openAlertCount: customer.openAlertCount,
      })),
    };
    writeJsonAtomic(projectionPath(), snapshot);
    return snapshot.updatedAt;
  }

  function hub() {
    const result = conversationReader() || {};
    const conversations = result.data?.conversations || [];
    let customers = conversations.map(normalizeCustomer).sort((a, b) => String(b.lastMessageAt || '').localeCompare(String(a.lastMessageAt || '')));
    let fallback = false;
    if (!customers.length) {
      customers = getFallbackCustomers();
      fallback = customers.length > 0;
    }
    const projectedAt = persistProjection(customers);
    const profiledCount = customers.filter(item => item.fields.length).length;
    return okResult({
      assistantMessage: fallback
        ? `客户主档暂无真实企微会话客户，已自动从客户运营数据展示 ${customers.length} 位客户作为参考。`
        : `客户管理已汇总 ${customers.length} 位真实会话客户，其中 ${profiledCount} 位已形成画像。`,
      summary: {
        customerCount: customers.length,
        profiledCount,
        priorityCount: customers.filter(item => item.stage.key === 'priority').length,
        openTaskCount: customers.reduce((sum, item) => sum + item.openTaskCount, 0),
        openAlertCount: customers.reduce((sum, item) => sum + item.openAlertCount, 0),
        projectedAt,
        fallback,
      },
      data: {
        customers,
        policy: {
          canonicalStore: fallback ? '客户运营数据（会话主账为空时的参考视图）' : 'SQLite 客户画像主账',
          autoSync: fallback
            ? '当前展示的是客户运营导入/群成员发现数据；同步真实企微会话后，画像与任务会自动沉淀到这里。'
            : '真实企微消息经 Agent 提取后自动更新客户主档；画像与标签工具也回写同一主账。',
          evidence: '客户原话证据只在本机管理页面显示；导出的客户投影不复制原话。',
          nextAction: '下一步行动属于规则或 AI 建议，不自动发送、不自动改写客户事实。',
        },
      },
      files: [projectionPath()],
    });
  }

  function update(conversationId, input = {}) {
    const id = String(conversationId || '').trim();
    if (!id) return errorResult('缺少客户主档 ID。');
    const result = profileUpdater(id, input);
    if (result?.status !== 'ok') return result;
    const refreshed = hub();
    return okResult({
      assistantMessage: result.assistantMessage || '客户主档已更新。',
      summary: result.summary,
      data: { customer: refreshed.data.customers.find(item => item.id === id) || null },
      files: refreshed.files,
    });
  }

  return { hub, update };
}

const service = createCustomerMasterService();

module.exports = {
  createCustomerMasterService,
  getCustomerMasterHub: service.hub,
  updateCustomerMaster: service.update,
  __testing: { normalizeCustomer, customerStage, profileValue, buildNextActions, buildTimeline },
};