424 lines
17 KiB
Go
424 lines
17 KiB
Go
package services_test
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import (
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"strings"
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"testing"
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"time"
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"agent-desk/internal/models"
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"agent-desk/internal/pkg/dto"
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"agent-desk/internal/pkg/enums"
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"agent-desk/internal/pkg/openidentity"
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"agent-desk/internal/services"
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"github.com/glebarez/sqlite"
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"github.com/mlogclub/simple/sqls"
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"gorm.io/gorm"
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"gorm.io/gorm/schema"
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)
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func TestConversationHumanDispatchAIHandoffOffHoursQueuesAndSendsNotice(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "用户要求转人工")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Decision != services.HandoffDecisionOffHours {
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t.Fatalf("expected off_hours decision, got %+v", result)
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}
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current := services.ConversationService.Get(conversation.ID)
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if current.Status != enums.IMConversationStatusPending {
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t.Fatalf("expected conversation to be queued in pending status, got status=%d", current.Status)
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}
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if current.HandoffAt == nil {
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t.Fatalf("expected handoffAt to be set")
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}
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if current.CurrentTeamID != 1 || current.CurrentAssigneeID != 0 {
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t.Fatalf("expected conversation in team pool 1, got team=%d assignee=%d", current.CurrentTeamID, current.CurrentAssigneeID)
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}
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message := services.MessageService.FindOne(sqls.NewCnd().Eq("conversation_id", conversation.ID).Desc("id"))
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if message == nil {
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t.Fatalf("expected off-hours notice message")
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}
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expectedMsg := services.HandoffOffHoursMessageForLocale("zh-CN")
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if message.SenderType != enums.IMSenderTypeAI || message.Content != expectedMsg {
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t.Fatalf("unexpected off-hours message: %+v, want %q", message, expectedMsg)
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}
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}
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func TestConversationHumanDispatchCustomOffHoursMessage(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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aiAgent.OffHoursMessage = "Операторы сейчас оффлайн. Мы ответим вам в рабочее время!"
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "нужен оператор")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Decision != services.HandoffDecisionOffHours {
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t.Fatalf("expected off_hours decision, got %+v", result)
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}
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if result.Message != aiAgent.OffHoursMessage {
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t.Fatalf("expected custom off-hours message %q, got %q", aiAgent.OffHoursMessage, result.Message)
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}
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message := services.MessageService.FindOne(sqls.NewCnd().Eq("conversation_id", conversation.ID).Desc("id"))
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if message == nil {
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t.Fatalf("expected off-hours notice message")
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}
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if message.Content != aiAgent.OffHoursMessage {
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t.Fatalf("expected custom notice %q, got %q", aiAgent.OffHoursMessage, message.Content)
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}
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}
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func TestConversationHumanDispatchAIHandoffAssignsAvailableAgent(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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createHumanDispatchTeam(t, db, 1, "售后支持组")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchAgentProfile(t, db, 101, 1, enums.ServiceStatusIdle, 3, true, enums.StatusOk)
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "用户要求转人工")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Decision != services.HandoffDecisionAssigned {
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t.Fatalf("expected assigned decision, got %+v", result)
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}
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current := services.ConversationService.Get(conversation.ID)
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if current.Status != enums.IMConversationStatusActive {
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t.Fatalf("expected active conversation, got status=%d", current.Status)
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}
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if current.CurrentAssigneeID != 101 || current.CurrentTeamID != 1 {
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t.Fatalf("unexpected assignment: assignee=%d team=%d", current.CurrentAssigneeID, current.CurrentTeamID)
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}
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if current.HandoffAt == nil || current.HandoffReason != "用户要求转人工" {
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t.Fatalf("expected handoff metadata, got at=%v reason=%q", current.HandoffAt, current.HandoffReason)
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}
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}
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func TestConversationHumanDispatchAIHandoffFallsBackToFirstScheduledTeam(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "3,1,2")
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createHumanDispatchTeam(t, db, 1, "售后支持组")
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createHumanDispatchTeam(t, db, 2, "VIP支持组")
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createHumanDispatchTeam(t, db, 3, "非值班组")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchActiveSchedule(t, db, 2)
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "用户要求转人工")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Decision != services.HandoffDecisionTeamPool {
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t.Fatalf("expected team_pool decision, got %+v", result)
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}
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current := services.ConversationService.Get(conversation.ID)
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if current.Status != enums.IMConversationStatusPending {
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t.Fatalf("expected pending conversation, got status=%d", current.Status)
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}
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if current.CurrentTeamID != 1 || current.CurrentAssigneeID != 0 {
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t.Fatalf("expected fallback team 1 with no assignee, got team=%d assignee=%d", current.CurrentTeamID, current.CurrentAssigneeID)
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}
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}
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func TestConversationHumanDispatchEmptyAgentTeamIDsFallsBackToActiveTeam(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "")
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createHumanDispatchTeam(t, db, 1, "Отдел поддержки")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchAgentProfile(t, db, 101, 1, enums.ServiceStatusIdle, 3, true, enums.StatusOk)
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "AI execution failure")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Decision != services.HandoffDecisionAssigned {
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t.Fatalf("expected assigned decision when active team has schedule and idle agent even with empty aiAgent.TeamIDs, got %+v", result)
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}
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current := services.ConversationService.Get(conversation.ID)
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if current.Status != enums.IMConversationStatusActive || current.CurrentAssigneeID != 101 || current.CurrentTeamID != 1 {
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t.Fatalf("expected active assigned conversation (team=1, assignee=101), got status=%d team=%d assignee=%d", current.Status, current.CurrentTeamID, current.CurrentAssigneeID)
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}
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}
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func TestConversationHumanDispatchHumanOnlyCreateOffHoursUsesGlobalPendingPool(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeHumanOnly, "1")
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conversation, err := services.ConversationService.Create(openidentity.ExternalUser{
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ExternalSource: enums.ExternalSourceGuest,
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ExternalID: "guest-human-only-off-hours",
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ExternalName: "非服务时间访客",
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}, 1, aiAgent.ID)
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if err != nil {
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t.Fatalf("Create() error = %v", err)
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}
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if conversation.Status != enums.IMConversationStatusPending {
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t.Fatalf("expected pending conversation, got status=%d", conversation.Status)
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}
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if conversation.CurrentTeamID != 0 || conversation.CurrentAssigneeID != 0 {
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t.Fatalf("expected global pending pool, got team=%d assignee=%d", conversation.CurrentTeamID, conversation.CurrentAssigneeID)
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}
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message := services.MessageService.FindOne(sqls.NewCnd().Eq("conversation_id", conversation.ID).Desc("id"))
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expectedWaiting := services.HandoffWaitingMessageForLocale("zh-CN")
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if message == nil || message.Content != expectedWaiting {
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t.Fatalf("expected waiting message %q, got %+v", expectedWaiting, message)
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}
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}
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func TestConversationHumanDispatchHumanOnlyCreateAssignsAvailableAgent(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeHumanOnly, "1")
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createHumanDispatchTeam(t, db, 1, "售后支持组")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchAgentProfile(t, db, 101, 1, enums.ServiceStatusIdle, 3, true, enums.StatusOk)
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conversation, err := services.ConversationService.Create(openidentity.ExternalUser{
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ExternalSource: enums.ExternalSourceGuest,
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ExternalID: "guest-human-only-assigned",
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ExternalName: "服务时间访客",
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}, 1, aiAgent.ID)
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if err != nil {
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t.Fatalf("Create() error = %v", err)
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}
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if conversation.Status != enums.IMConversationStatusActive {
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t.Fatalf("expected active conversation, got status=%d", conversation.Status)
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}
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if conversation.CurrentAssigneeID != 101 || conversation.CurrentTeamID != 1 {
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t.Fatalf("unexpected assignment: assignee=%d team=%d", conversation.CurrentAssigneeID, conversation.CurrentTeamID)
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}
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}
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func TestConversationAutoAssignManualDispatchOffHoursReturnsBusinessMessage(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusPending)
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err := services.ConversationService.AutoAssignConversation(conversation.ID, testHumanDispatchOperator())
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if err == nil {
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t.Fatalf("expected off-hours manual dispatch to fail")
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}
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if !strings.Contains(err.Error(), "Human support is currently outside service hours") && !strings.Contains(err.Error(), "当前暂不在人工客服服务时间内") {
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t.Fatalf("expected off-hours error, got %v", err)
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}
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}
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func TestConversationAutoAssignManualDispatchFallsBackToTeamPool(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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createHumanDispatchTeam(t, db, 1, "售后支持组")
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createHumanDispatchActiveSchedule(t, db, 1)
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusPending)
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err := services.ConversationService.AutoAssignConversation(conversation.ID, testHumanDispatchOperator())
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if err != nil {
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t.Fatalf("AutoAssignConversation() error = %v", err)
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}
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current := services.ConversationService.Get(conversation.ID)
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if current.Status != enums.IMConversationStatusPending || current.CurrentTeamID != 1 || current.CurrentAssigneeID != 0 {
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t.Fatalf("expected team-pool pending conversation, got %+v", current)
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}
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}
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func setupConversationHumanDispatchTestDB(t *testing.T) *gorm.DB {
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t.Helper()
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dbName := strings.NewReplacer("/", "_", " ", "_").Replace(t.Name())
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db, err := gorm.Open(sqlite.Open("file:"+dbName+"?mode=memory&cache=shared"), &gorm.Config{
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NamingStrategy: schema.NamingStrategy{
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TablePrefix: "t_",
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SingularTable: true,
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},
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})
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if err != nil {
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t.Fatalf("open sqlite error = %v", err)
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}
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t.Cleanup(func() {
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sqlDB, err := db.DB()
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if err == nil {
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_ = sqlDB.Close()
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}
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})
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if err := db.AutoMigrate(
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&models.User{},
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&models.Customer{},
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&models.CustomerIdentity{},
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&models.AIAgent{},
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&models.AgentTeam{},
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&models.AgentTeamSchedule{},
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&models.AgentProfile{},
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&models.Conversation{},
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&models.ConversationParticipant{},
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&models.ConversationAssignment{},
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&models.ConversationEventLog{},
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&models.ConversationReadState{},
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&models.Message{},
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&models.ChannelMessageOutbox{},
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); err != nil {
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t.Fatalf("auto migrate error = %v", err)
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}
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sqls.SetDB(db)
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return db
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}
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func createHumanDispatchAIAgent(t *testing.T, db *gorm.DB, mode enums.IMConversationServiceMode, teamIDs string) models.AIAgent {
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t.Helper()
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item := models.AIAgent{
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Name: "测试AI",
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ServiceMode: mode,
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TeamIDs: teamIDs,
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Status: enums.StatusOk,
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}
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if err := db.Create(&item).Error; err != nil {
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t.Fatalf("create ai agent error = %v", err)
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}
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return item
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}
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func createHumanDispatchTeam(t *testing.T, db *gorm.DB, id int64, name string) {
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t.Helper()
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if err := db.Create(&models.AgentTeam{ID: id, Name: name, Status: enums.StatusOk}).Error; err != nil {
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t.Fatalf("create team error = %v", err)
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}
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}
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func createHumanDispatchActiveSchedule(t *testing.T, db *gorm.DB, teamID int64) {
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t.Helper()
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now := time.Now()
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if err := db.Create(&models.AgentTeamSchedule{
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TeamID: teamID,
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StartAt: now.Add(-time.Hour),
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EndAt: now.Add(time.Hour),
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Status: enums.StatusOk,
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}).Error; err != nil {
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t.Fatalf("create schedule error = %v", err)
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}
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}
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func createHumanDispatchAgentProfile(t *testing.T, db *gorm.DB, userID, teamID int64, serviceStatus enums.ServiceStatus, maxConcurrent int, autoAssign bool, status enums.Status) {
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t.Helper()
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if err := db.Create(&models.User{
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ID: userID,
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Username: "agent",
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Nickname: "客服",
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Status: enums.StatusOk,
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}).Error; err != nil {
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t.Fatalf("create user error = %v", err)
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}
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if err := db.Create(&models.AgentProfile{
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UserID: userID,
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TeamID: teamID,
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AgentCode: "A001",
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DisplayName: "客服",
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ServiceStatus: serviceStatus,
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MaxConcurrentCount: maxConcurrent,
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AutoAssignEnabled: autoAssign,
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Status: status,
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}).Error; err != nil {
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t.Fatalf("create profile error = %v", err)
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}
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}
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func createHumanDispatchConversation(t *testing.T, db *gorm.DB, aiAgentID int64, status enums.IMConversationStatus) models.Conversation {
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t.Helper()
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now := time.Now()
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item := models.Conversation{
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AIAgentID: aiAgentID,
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ChannelID: 1,
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CustomerID: 1,
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CustomerName: "测试访客",
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Status: status,
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ServiceMode: enums.IMConversationServiceModeAIFirst,
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LastMessageAt: now,
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LastActiveAt: now,
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}
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if err := db.Create(&item).Error; err != nil {
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t.Fatalf("create conversation error = %v", err)
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}
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return item
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}
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func testHumanDispatchOperator() *dto.AuthPrincipal {
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return &dto.AuthPrincipal{UserID: 9, Username: "dispatcher", Nickname: "调度员"}
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}
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func TestConversationHumanDispatchCustomHandoffMessage(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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aiAgent.HandoffMessage = "客服专员马上为您服务，请稍候..."
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db.Save(&aiAgent)
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createHumanDispatchTeam(t, db, 1, "售后支持组")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchAgentProfile(t, db, 101, 1, enums.ServiceStatusIdle, 3, true, enums.StatusOk)
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conversation := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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result, err := services.ConversationHumanDispatchService.HandoffByAI(conversation.ID, aiAgent, "测试自定义转接语")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if result == nil || result.Message != "客服专员马上为您服务，请稍候..." {
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t.Fatalf("expected custom handoff message in result, got %+v", result)
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}
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message := services.MessageService.FindOne(sqls.NewCnd().Eq("conversation_id", conversation.ID).Desc("id"))
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if message == nil {
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t.Fatalf("expected message to be sent")
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}
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if message.Content != "客服专员马上为您服务，请稍候..." {
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t.Fatalf("expected custom message content, got %q", message.Content)
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}
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}
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func TestHandoffByAIUsesConversationLanguageForWaitingMessage(t *testing.T) {
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db := setupConversationHumanDispatchTestDB(t)
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aiAgent := createHumanDispatchAIAgent(t, db, enums.IMConversationServiceModeAIFirst, "1")
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createHumanDispatchTeam(t, db, 1, "Отдел поддержки")
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createHumanDispatchActiveSchedule(t, db, 1)
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createHumanDispatchAgentProfile(t, db, 101, 1, enums.ServiceStatusIdle, 3, true, enums.StatusOk)
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// 1. Russian customer message in conversation
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convRu := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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services.MessageService.Create(&models.Message{
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ConversationID: convRu.ID,
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SenderType: enums.IMSenderTypeCustomer,
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Content: "Здравствуйте, соедините со специалистом, пожалуйста.",
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})
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resultRu, err := services.ConversationHumanDispatchService.HandoffByAI(convRu.ID, aiAgent, "клиент запросил оператора")
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if err != nil {
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t.Fatalf("HandoffByAI() error = %v", err)
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}
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if resultRu == nil || resultRu.Message != "Мы соединяем вас с оператором поддержки. Пожалуйста, подождите." {
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t.Fatalf("expected Russian handoff waiting message, got %+v", resultRu)
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}
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// 2. English customer message in conversation
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convEn := createHumanDispatchConversation(t, db, aiAgent.ID, enums.IMConversationStatusAIServing)
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services.MessageService.Create(&models.Message{
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ConversationID: convEn.ID,
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SenderType: enums.IMSenderTypeCustomer,
|
||
Content: "Can I speak with a human support agent please?",
|
||
})
|
||
|
||
resultEn, err := services.ConversationHumanDispatchService.HandoffByAI(convEn.ID, aiAgent, "customer requested human support")
|
||
if err != nil {
|
||
t.Fatalf("HandoffByAI() error = %v", err)
|
||
}
|
||
if resultEn == nil || resultEn.Message != "We are connecting you to a human support agent. Please wait." {
|
||
t.Fatalf("expected English handoff waiting message, got %+v", resultEn)
|
||
}
|
||
}
|