feat(customer): 网站客户身份签发与长期负责人绑定

可信客户身份由站点后端签发，长期负责人与本次接待人分开保存。

backend/app/services/lead_capture.py

@@ -0,0 +1,323 @@
+"""
+Copyright 2024-2026 ReplyPier
+
+Licensed under the Apache License, Version 2.0 (the "License");
+you may not use this file except in compliance with the License.
+You may obtain a copy of the License at
+
+    http://www.apache.org/licenses/LICENSE-2.0
+
+Unless required by applicable law or agreed to in writing, software
+distributed under the License is distributed on an "AS IS" BASIS,
+WITHOUT WARRANTIES OR CONDITIONS OF ANY KIND, either express or implied.
+See the License for the specific language governing permissions and
+limitations under the License.
+"""
+
+import re
+from typing import Optional, Dict, Any
+from uuid import UUID
+from datetime import datetime, timezone
+from sqlalchemy.orm import Session
+
+from app.models.lead_capture import LeadCaptureConfig, LeadCaptureResponse
+from app.repositories.customer import CustomerRepository
+from app.services.widget_identity import can_act_as
+from app.core.logger import get_logger
+
+logger = get_logger(__name__)
+
+_EMAIL_RE = re.compile(r"^[^@\s]+@[^@\s]+\.[^@\s]+$")
+
+
+def has_captured_lead(db: Session, customer_id, agent_id) -> bool:
+    """True once a lead has been recorded for this customer + agent (capture once)."""
+    return db.query(LeadCaptureResponse.id).filter(
+        LeadCaptureResponse.customer_id == customer_id,
+        LeadCaptureResponse.agent_id == agent_id,
+    ).first() is not None
+
+
+def _valid_email(email: Optional[str]) -> bool:
+    return bool(email and _EMAIL_RE.match(email.strip()))
+
+
+def record_lead_capture(
+    db: Session,
+    config: LeadCaptureConfig,
+    organization_id: UUID,
+    agent_id,
+    customer_id,
+    session_id,
+    lead_data: Optional[Dict[str, Any]],
+    summary: Optional[str],
+    consent: bool,
+    page_url: Optional[str] = None,
+    channel: str = "widget",
+    *,
+    scope: Optional[str],
+) -> Optional[LeadCaptureResponse]:
+    """Persist an AI-captured lead (fields the agent extracted conversationally +
+    an AI qualification summary). Returns None — recording nothing — when there is
+    no valid email, or consent is required but not given (GDPR).
+
+    Never records when lead capture is disabled for the agent, or when the customer
+    is integration-authenticated (identified via generate-token) — those are the
+    business's existing customers, not leads.
+
+    If the captured email already belongs to ANOTHER customer in the org, the
+    anonymous visitor is MERGED into that existing customer (history/sessions
+    reassigned, visitor row marked merged) so People shows one entry. The returned
+    response's customer_id is the final (possibly merged-into) customer.
+
+    `scope` is the conversation-token scope of the visitor (VERIFIED_SCOPE for
+    channels, whose identity the platform vouches for). A widget visitor may be
+    bound to a customer by an email they only typed, so a lead is only recorded
+    on a customer that visitor created (widget_identity.can_act_as), and only
+    merged into one it may also act as. Otherwise nothing is recorded.
+
+    A recorded lead is queued for CRM push (post-commit, best-effort) when the
+    agent has a crm_sync_target configured. Slack/assignment routing remains
+    stored-only.
+    """
+    from app.models.customer import Customer
+
+    # Never capture when lead capture is off for this agent (authoritative guard,
+    # independent of any caller-side check).
+    if not (config and config.enabled):
+        return None
+
+    # Never capture integration-authenticated people (identified via generate-token) —
+    # they're already the business's customers, not leads, regardless of the agent's
+    # toggle. Uses the explicit flag, not meta_data (see Customer.is_authenticated).
+    customer = db.query(Customer).filter(Customer.id == customer_id).first()
+    if customer is not None and customer.is_authenticated:
+        return None
+
+    lead_data = lead_data or {}
+    # Keep only configured field keys (defensive: the model shouldn't inject others).
+    field_keys = {f.get("key") for f in (config.fields or []) if f.get("key")}
+    if field_keys:
+        field_values = {k: v for k, v in lead_data.items() if k in field_keys and v}
+    else:
+        field_values = {k: v for k, v in lead_data.items() if v}
+
+    email = (str(field_values.get("email") or "")).strip()
+    if not _valid_email(email):
+        return None  # need at least a valid email to have a usable lead
+    if config.require_consent and not consent:
+        return None  # GDPR: never record without explicit consent
+
+    name = (str(field_values.get("name") or "")).strip() or None
+
+    # If this email already belongs to a different customer in the org, merge the
+    # current (anonymous) visitor into that customer and record the lead there.
+    existing = (
+        db.query(Customer)
+        .filter(
+            Customer.organization_id == organization_id,
+            Customer.email == email,
+            Customer.id != customer_id,
+            Customer.merged_into_customer_id.is_(None),
+        )
+        .first()
+    )
+    # A visitor bound to this customer by an email they only typed records
+    # nothing against them: no lead, no contact details, no CRM push - and the
+    # real customer is still asked for their details next time.
+    if not can_act_as(db, customer, scope):
+        logger.info(f"Lead capture: not recording for customer {customer_id}; the visitor does not own it")
+        return None
+
+    # Merging moves everything of one customer onto another, so the visitor must
+    # be able to act as both. For a widget visitor that rules out merging into
+    # anyone who already existed - an email they typed proves nothing - and the
+    # lead stays on their own row.
+    if existing is not None and not can_act_as(db, existing, scope):
+        logger.info(f"Lead capture: not merging customer {customer_id}; the visitor does not own both")
+        existing = None
+
+    # Merge (reassigning history across rows), the new response row, the contact
+    # update, and the promotion must all commit together — roll back on any failure
+    # so a mid-merge error can never leave a half-merged customer.
+    try:
+        target_customer_id = customer_id
+        if existing is not None:
+            _merge_customer(db, source_id=customer_id, target=existing)
+            target_customer_id = existing.id
+
+        response = LeadCaptureResponse(
+            organization_id=organization_id,
+            agent_id=agent_id,
+            customer_id=target_customer_id,
+            session_id=session_id,
+            field_values=field_values or None,
+            summary=(summary or None),
+            consent=bool(consent),
+            qualified=True,
+        )
+        db.add(response)
+
+        # Update the customer's contact details so the People page / inbox show a real
+        # email/name (reuses the handoff-capture logic + unique-constraint handling).
+        # Phone included: an AI-captured number makes a widget lead WhatsApp-addressable.
+        # Deliberately strict: a captured number without a '+' country code is a
+        # national number we cannot resolve to one person worldwide, so it is
+        # dropped (logged) rather than guessed at — a wrong-country identity key
+        # is worse than an unset one.
+        CustomerRepository(db).update_contact(
+            target_customer_id, email=email or None, full_name=name,
+            phone=(field_values or {}).get('phone'))
+
+        # Promote Visitor -> Lead; never downgrade an existing Customer.
+        _promote_to_lead(db, target_customer_id, session_id, page_url=page_url, channel=channel)
+
+        db.commit()
+    except Exception:
+        db.rollback()
+        raise
+    db.refresh(response)
+
+    # Post-commit so a job can never reference a rolled-back lead; wrapped so
+    # CRM problems can never break the conversation flow.
+    try:
+        from app.services.crm_sync import enqueue_crm_sync
+        enqueue_crm_sync(db, config, response)
+    except Exception as e:
+        logger.error(f"CRM sync enqueue failed (lead still recorded): {e}")
+
+    return response
+
+
+def _merge_customer(db: Session, source_id, target) -> None:
+    """Merge the (anonymous) source customer into the identified target: reassign
+    conversation history / sessions / lead responses, then mark the source row as
+    merged so it disappears from People and stale device tokens resolve to target."""
+    from app.models.customer import Customer
+    from app.models.chat_history import ChatHistory
+    from app.models.session_to_agent import SessionToAgent
+    from app.models.rating import Rating
+
+    source = db.query(Customer).filter(Customer.id == source_id).first()
+    if not source or source.id == target.id:
+        return
+
+    db.query(ChatHistory).filter(ChatHistory.customer_id == source_id).update(
+        {ChatHistory.customer_id: target.id}, synchronize_session=False)
+    db.query(SessionToAgent).filter(SessionToAgent.customer_id == source_id).update(
+        {SessionToAgent.customer_id: target.id}, synchronize_session=False)
+    db.query(LeadCaptureResponse).filter(LeadCaptureResponse.customer_id == source_id).update(
+        {LeadCaptureResponse.customer_id: target.id}, synchronize_session=False)
+    db.query(Rating).filter(Rating.customer_id == source_id).update(
+        {Rating.customer_id: target.id}, synchronize_session=False)
+
+    # Carry over a name the target lacks; keep the row for token resolution.
+    if not (target.full_name or "").strip() and (source.full_name or "").strip():
+        target.full_name = source.full_name
+    # Identifiers union on merge: the phone follows the surviving person. The
+    # source is cleared and FLUSHED before the target is set — the unique index
+    # on (organization_id, phone) is checked per-UPDATE, and SQLAlchemy orders
+    # same-mapper UPDATEs by primary key (random UUIDs), so without the flush
+    # the target could gain the phone while the source still holds it in the
+    # database, failing the whole merge intermittently.
+    #
+    # The clear is UNCONDITIONAL, even when the target already has a number and
+    # there is nowhere to move it to. A merged row is invisible in People and
+    # resolves to the target everywhere a human looks — but phone lookup is the
+    # FIRST thing get_or_create_customer tries, so a tombstone left holding a
+    # live number would silently capture that person's next WhatsApp message
+    # onto a row nobody can see or edit.
+    if source.phone:
+        moved_phone = source.phone
+        source.phone = None
+        db.flush()
+        if not target.phone:
+            target.phone = moved_phone
+        elif target.phone != moved_phone:
+            # Two real numbers, one column: the survivor keeps theirs. Logged
+            # because it is the one thing this merge cannot preserve — a
+            # customer_identifiers table is what would (see the plan's
+            # evolution path), not a second column.
+            logger.info(
+                f"Merge {source.id} -> {target.id}: dropped second phone "
+                f"{moved_phone} (target keeps {target.phone})"
+            )
+    source.merged_into_customer_id = target.id
+    source.is_active = False
+
+
+def _promote_to_lead(db: Session, customer_id, session_id, page_url: Optional[str] = None,
+                     channel: str = "widget") -> None:
+    from app.models.customer import Customer, LeadStage
+    customer = db.query(Customer).filter(Customer.id == customer_id).first()
+    if not customer:
+        return
+    if customer.lead_stage == LeadStage.VISITOR:
+        customer.lead_stage = LeadStage.LEAD
+        customer.lead_qualified_at = datetime.now(timezone.utc)
+    # Always keep the capture context fresh (also for repeat captures on a Lead).
+    source = dict(customer.lead_source or {})
+    source.setdefault("channel", channel)
+    source["captured_at"] = datetime.now(timezone.utc).isoformat()
+    source["session_id"] = str(session_id) if session_id else None
+    if page_url:
+        source["page_url"] = page_url[:500]
+    customer.lead_source = source
+
+
+def record_lead_from_response(
+    db: Session,
+    response,
+    organization_id,
+    agent_id,
+    customer_id,
+    session_id,
+    page_url: Optional[str] = None,
+    channel: str = "widget",
+    *,
+    scope: Optional[str],
+) -> Optional[LeadCaptureResponse]:
+    """Persist a lead from a ChatResponse whose request_lead_capture is set.
+
+    Shared by the widget socket handler and external channel processors so
+    every channel records leads identically: loads the agent's lead-capture
+    config, assembles lead_data from the explicit scalar fields (reliable
+    under strict structured outputs) plus any free-form lead_data dict, and
+    delegates validation/merge/promotion to record_lead_capture. Returns the
+    LeadCaptureResponse (whose customer_id may differ from the input when the
+    visitor was merged into an existing customer), or None if nothing was
+    recorded. Never raises.
+    """
+    try:
+        if not getattr(response, 'request_lead_capture', False):
+            return None
+        from app.repositories.agent import AgentRepository
+        agent = AgentRepository(db).get_agent(agent_id)
+        config = getattr(agent, 'lead_capture_config', None) if agent else None
+        if not (config and config.enabled) or has_captured_lead(db, customer_id, agent_id):
+            return None
+
+        lead_data = dict(getattr(response, 'lead_data', None) or {})
+        for key, attr in (('email', 'lead_email'), ('name', 'lead_name'),
+                          ('company', 'lead_company'), ('phone', 'lead_phone')):
+            val = getattr(response, attr, None)
+            if val and not lead_data.get(key):
+                lead_data[key] = val
+
+        return record_lead_capture(
+            db, config,
+            organization_id=organization_id,
+            agent_id=agent_id,
+            customer_id=customer_id,
+            session_id=session_id,
+            lead_data=lead_data,
+            summary=getattr(response, 'lead_summary', None),
+            consent=getattr(response, 'lead_consent', False),
+            page_url=page_url,
+            channel=channel,
+            scope=scope,
+        )
+    except Exception as e:
+        # Lead capture must never break the conversation flow.
+        logger.error(f"Lead-capture record error: {e}")
+        return None