feat(agent): 检索工具、模型接入与结构化回复

Agent 按组织与知识源范围调用检索工具，密钥加密保存，回复含来源与转人工意图。

backend/app/tools/shopify_order_access.py

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+"""
+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.
+"""
+
+"""Who may see a Shopify order through the chat agent.
+
+Order numbers are sequential, so a number alone proves nothing. A shopper sees an
+order only when they also give the email it was placed with, and that email matches
+the order exactly. A wrong email and a missing order get the same answer, so the
+reply never confirms that an order number exists.
+"""
+
+import re
+from typing import Any, Dict, Optional
+
+# Same reply for "no such order" and "not your order": never confirm an order exists.
+ORDER_NOT_FOUND = (
+    "No order matches that order number and email address. "
+    "Ask the customer to check both against their order confirmation email."
+)
+EMAIL_REQUIRED = (
+    "Ask the customer for the email address they used at checkout. "
+    "Orders are only shared with the person who placed them."
+)
+ORDER_NUMBER_REQUIRED = "Ask the customer for their order number (for example #1001)."
+INVALID_ORDER_NUMBER = "That doesn't look like an order number. Ask the customer to check it."
+
+MAX_ORDER_RESULTS = 10
+
+# Restricted to characters that are inert in Shopify search syntax (no spaces,
+# quotes, colons, brackets or the * wildcard), so a value can't widen the query.
+_EMAIL = re.compile(r"^[A-Za-z0-9.!#$%&'+/=?^_`{|}~-]+@[A-Za-z0-9-]+(\.[A-Za-z0-9-]+)+$")
+# Shopify order names can carry a custom prefix or suffix (e.g. "SHOP-1001-UK").
+_ORDER_NUMBER = re.compile(r"^[A-Za-z0-9][A-Za-z0-9-]{0,31}$")
+
+
+def normalise_email(email: Optional[str]) -> str:
+    return (email or "").strip().lower()
+
+
+def normalise_order_number(order_number: Optional[str]) -> str:
+    return (order_number or "").strip().lstrip("#").strip().lower()
+
+
+def order_lookup_problem(customer_email: Optional[str], order_number: Optional[str],
+                         number_required: bool = False) -> Optional[str]:
+    """Why this lookup can't run, or None when it can."""
+    if not _EMAIL.match(normalise_email(customer_email)):
+        return EMAIL_REQUIRED
+    number = normalise_order_number(order_number)
+    if not number:
+        return ORDER_NUMBER_REQUIRED if number_required else None
+    if not _ORDER_NUMBER.match(number):
+        return INVALID_ORDER_NUMBER
+    return None
+
+
+def build_order_search(customer_email: str, order_number: Optional[str] = None) -> str:
+    """Shopify search syntax for one customer's orders. Inputs must already pass
+    order_lookup_problem, which limits them to characters inert in the syntax."""
+    terms = [f"email:{normalise_email(customer_email)}"]
+    number = normalise_order_number(order_number)
+    if number:
+        terms.append(f"name:{number}")
+    return " AND ".join(terms)
+
+
+def order_belongs_to(order: Dict[str, Any], customer_email: str) -> bool:
+    """True when the email given matches the order's own email or its customer's."""
+    wanted = normalise_email(customer_email)
+    customer = order.get("customer") or {}
+    return bool(wanted) and wanted in {
+        normalise_email(order.get("email")),
+        normalise_email(customer.get("email")),
+    }
+
+
+def order_number_matches(order: Dict[str, Any], order_number: Optional[str]) -> bool:
+    """Exact match on the order name, so #1005 never returns #10050."""
+    number = normalise_order_number(order_number)
+    return not number or normalise_order_number(order.get("name")) == number