feat: complete customer service safety and handover flow

app/core/contracts.py

@@ -13,6 +13,10 @@ class AgentRequestMetadata(BaseModel):
     ui_entry: str | None = None
     # 仅由受理服务写入 Outbox，客户端 API 不接收该字段。
     chitchat_streak: int = Field(default=0, ge=0, le=5)
+    # 客服澄清轮次只来自服务端会话行，客户端不得提交或覆盖。
+    clarification_round: int = Field(default=0, ge=0, le=2)
+    # 仅供客服在当前短期会话内消解指代的已脱敏上下文，不是长期记忆或客户画像。
+    session_context: tuple[str, ...] = Field(default_factory=tuple, max_length=6)
 
 
 class AgentRequest(BaseModel):
@@ -63,6 +67,8 @@ class AgentDefinition(BaseModel):
     allowed_portals: tuple[str, ...] = ()
     supported_intents: tuple[str, ...] = ("general",)
     requires_model_intent_classification: bool = True
+    # 长期/画像记忆属于客户数据能力；默认保留既有 Agent 行为，客服需显式关闭。
+    recalls_customer_memory: bool = True
 
 
 class ResolvedAgentConfig(BaseModel):
@@ -118,6 +124,8 @@ class CoreResult(BaseModel):
     intent: IntentResult | None = None
     source_references: tuple[SourceReference, ...] = ()
     tool_calls: tuple[ToolCallRecord, ...] = ()
+    # 请求澄清时由持久化层安全递增会话轮次；达到上限后必须改为人工转接。
+    clarification_required: bool = False
     transfer_required: bool = False
     transfer_reason: str | None = None
 

app/core/conversation_privacy.py

@@ -0,0 +1,20 @@
+"""客服会话落库前的敏感凭据最小化处理。"""
+
+import re
+
+# 替换顺序从带业务语义的凭据开始，避免通用数字规则先破坏上下文。
+_SENSITIVE_PATTERNS: tuple[tuple[re.Pattern[str], str], ...] = (
+    (re.compile(r"(?i)((?:登录|交易)?密码)\s*(?:[:：=]|是)\s*[^\s，。；,;]{1,64}"), r"\1[已隐藏]"),
+    (re.compile(r"(?i)((?:登录|交易)?密码)\s*\d{4,32}"), r"\1[已隐藏]"),
+    (re.compile(r"(?i)(验证码|短信码|校验码)\s*(?:[:：=]|是)?\s*\d{4,8}"), r"\1[已隐藏]"),
+    (re.compile(r"(?<!\d)\d{17}[\dXx](?!\d)"), "[证件号已隐藏]"),
+    (re.compile(r"(?<!\d)(?:\d[ -]?){15,18}\d(?!\d)"), "[银行卡号已隐藏]"),
+    (re.compile(r"(?<!\d)1[3-9]\d{9}(?!\d)"), "[手机号已隐藏]"),
+)
+
+def sanitize_customer_service_message(message: str) -> str:
+    """保留风险关键词，移除不应进入会话、Outbox 或后续 Redis 的凭据值。"""
+    sanitized = message
+    for pattern, replacement in _SENSITIVE_PATTERNS:
+        sanitized = pattern.sub(replacement, sanitized)
+    return sanitized