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