434 lines
16 KiB
Python
434 lines
16 KiB
Python
"""企业渠道消息的签名校验、幂等收发、回执和客户回复任务联动。"""
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import hashlib
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import hmac
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import json
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from urllib.error import HTTPError, URLError
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from urllib.parse import urlparse
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from urllib.request import Request, urlopen
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from django.db import transaction
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from django.utils import timezone
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from apps.audit.models import OperationAuditLog
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from apps.channels.models import (
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ChannelConversation,
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ChannelEndpoint,
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ChannelMessage,
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ChannelReceipt,
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)
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from apps.modelhub.crypto import decrypt_secret
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from apps.tickets.models import CustomerReplyTask, TicketActorSource
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from apps.tickets.replies import (
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CustomerReplyError,
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approve_customer_reply_for_channel,
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confirm_customer_reply_sent,
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)
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class ChannelError(ValueError):
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pass
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def verify_webhook_signature(endpoint: ChannelEndpoint, body: bytes, signature: str) -> None:
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"""使用常量时间比较验证原始请求体的 HMAC-SHA256 签名。"""
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if not endpoint.webhook_secret_encrypted:
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raise ChannelError("渠道未配置 Webhook 密钥")
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secret = decrypt_secret(endpoint.webhook_secret_encrypted).encode()
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expected = hmac.new(secret, body, hashlib.sha256).hexdigest()
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normalized = signature.removeprefix("sha256=").strip()
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if not normalized or not hmac.compare_digest(expected, normalized):
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raise ChannelError("Webhook 签名无效")
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@transaction.atomic
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def ingest_inbound_message(endpoint: ChannelEndpoint, payload: dict) -> ChannelMessage:
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"""以渠道消息 ID 幂等写入入站消息和会话，不在此处隐式创建工单。"""
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endpoint = ChannelEndpoint.objects.select_for_update().get(id=endpoint.id)
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if not endpoint.enabled:
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raise ChannelError("渠道已停用")
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external_message_id = str(payload.get("external_message_id") or "").strip()
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conversation_id = str(payload.get("external_conversation_id") or "").strip()
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text = str(payload.get("text") or "").strip()
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if not external_message_id or not conversation_id or not text:
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raise ChannelError("消息 ID、会话 ID 和文本不能为空")
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existing = ChannelMessage.objects.filter(
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endpoint=endpoint,
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direction="inbound",
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external_message_id=external_message_id,
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).first()
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if existing is not None:
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return existing
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conversation, _ = ChannelConversation.objects.get_or_create(
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endpoint=endpoint,
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external_conversation_id=conversation_id,
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defaults={
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"title": str(payload.get("title") or "")[:200],
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"participants": payload.get("participants")
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if isinstance(payload.get("participants"), list)
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else [],
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},
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)
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message = ChannelMessage.objects.create(
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endpoint=endpoint,
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conversation=conversation,
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ticket=conversation.ticket,
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direction="inbound",
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external_message_id=external_message_id,
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idempotency_key=external_message_id,
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sender=str(payload.get("sender") or "")[:160],
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text=text,
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payload=payload.get("payload") if isinstance(payload.get("payload"), dict) else {},
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status="received",
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occurred_at=payload.get("occurred_at"),
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)
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OperationAuditLog.objects.create(
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module="channels",
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action="message_received",
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target_type="channel_message",
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target_id=str(message.public_id),
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request_snapshot={
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"endpoint_id": endpoint.id,
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"external_message_id": external_message_id,
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"conversation_id": conversation_id,
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},
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result="success",
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)
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if message.ticket_id:
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message_id = message.id
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def process_ticket_feedback() -> None:
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from apps.tickets.automation import handle_customer_feedback
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inbound = ChannelMessage.objects.get(id=message_id)
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handle_customer_feedback(
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inbound.ticket_id,
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inbound.text,
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channel_message_id=inbound.id,
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)
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transaction.on_commit(process_ticket_feedback)
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return message
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def _validate_outbound_url(value: str) -> None:
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parsed = urlparse(value)
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if parsed.scheme not in {"http", "https"} or not parsed.netloc or parsed.username:
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raise ChannelError("出站地址必须是无内嵌凭证的 HTTP(S) URL")
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def _confirm_delivered_reply(message: ChannelMessage) -> None:
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if not message.customer_reply_task_id:
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return
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try:
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confirm_customer_reply_sent(
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message.customer_reply_task,
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expected_revision=message.reply_revision,
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actor=message.created_by,
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source=TicketActorSource.CHANNEL,
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channel_message_public_id=str(message.public_id),
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)
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except CustomerReplyError as error:
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raise ChannelError(f"渠道已送达，但回复任务回写失败：{error}") from error
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def deliver_outbound_message(message_id: int) -> ChannelMessage:
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"""投递已批准的回复版本，并只在明确送达后完成客户回复任务。"""
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message = ChannelMessage.objects.select_related(
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"endpoint",
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"conversation",
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"customer_reply_task",
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).get(id=message_id)
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endpoint = message.endpoint
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if message.status == "delivered":
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_confirm_delivered_reply(message)
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return message
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if message.status not in {"queued", "failed"}:
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return message
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if not endpoint.enabled or not endpoint.outbound_url:
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message.status = "failed"
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message.error_message = "渠道未启用或未配置出站地址"
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message.save(update_fields=["status", "error_message", "updated_at"])
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return message
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headers = {
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"Content-Type": "application/json",
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"Accept": "application/json",
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"Idempotency-Key": message.idempotency_key,
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}
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if endpoint.outbound_token_encrypted:
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headers["Authorization"] = (
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f"Bearer {decrypt_secret(endpoint.outbound_token_encrypted)}"
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)
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body = json.dumps(
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{
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"conversation_id": message.conversation.external_conversation_id,
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"text": message.text,
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"message_id": str(message.public_id),
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"metadata": message.payload,
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},
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ensure_ascii=False,
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).encode()
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try:
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_validate_outbound_url(endpoint.outbound_url)
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request = Request(endpoint.outbound_url, data=body, headers=headers, method="POST")
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with urlopen(request, timeout=30) as response:
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result = json.loads(response.read().decode("utf-8"))
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if not isinstance(result, dict):
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raise ChannelError("渠道返回结构无效")
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except (
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HTTPError,
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URLError,
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TimeoutError,
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json.JSONDecodeError,
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ChannelError,
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) as error:
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message.status = "failed"
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message.error_message = str(error) or "渠道发送失败"
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else:
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message.status = str(result.get("status") or "sent")
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if message.status not in {"sent", "delivered"}:
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message.status = "sent"
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message.external_message_id = str(result.get("external_message_id") or "")
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message.error_message = ""
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message.sent_at = timezone.now()
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if message.status == "delivered":
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message.delivered_at = timezone.now()
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message.save()
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if message.status == "delivered":
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_confirm_delivered_reply(message)
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elif message.status == "failed" and message.customer_reply_task_id:
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from apps.tickets.automation import handle_customer_reply_delivery_failed
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handle_customer_reply_delivery_failed(
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message.customer_reply_task_id,
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message.error_message,
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)
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OperationAuditLog.objects.create(
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user=message.created_by,
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module="channels",
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action="message_delivery_finished",
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target_type="channel_message",
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target_id=str(message.public_id),
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request_snapshot={
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"endpoint_id": endpoint.id,
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"status": message.status,
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"idempotency_key": message.idempotency_key,
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},
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result="success" if message.status in {"sent", "delivered"} else "failed",
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)
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return message
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@transaction.atomic
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def retry_outbound_message(message: ChannelMessage, *, actor=None) -> ChannelMessage:
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"""重新投递同一条失败消息，复用原幂等键和冻结回复版本。"""
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message = ChannelMessage.objects.select_for_update(of=("self",)).get(id=message.id)
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if message.direction != "outbound" or message.status != "failed":
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raise ChannelError("仅失败的出站消息可以重试")
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message.status = "queued"
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message.error_message = ""
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message.save(update_fields=["status", "error_message", "updated_at"])
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OperationAuditLog.objects.create(
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user=actor,
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module="channels",
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action="message_delivery_retried",
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target_type="channel_message",
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target_id=str(message.public_id),
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request_snapshot={"idempotency_key": message.idempotency_key},
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result="success",
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)
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def enqueue_delivery() -> None:
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from apps.channels.tasks import deliver_channel_message_task
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deliver_channel_message_task.delay(message.id)
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transaction.on_commit(enqueue_delivery)
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return message
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@transaction.atomic
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def queue_outbound_message(
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endpoint: ChannelEndpoint,
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payload: dict,
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*,
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actor,
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) -> ChannelMessage:
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"""冻结客户回复版本并生成唯一出站消息，提交后再投递异步任务。"""
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endpoint = ChannelEndpoint.objects.select_for_update().get(id=endpoint.id)
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if not endpoint.enabled:
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raise ChannelError("渠道已停用")
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idempotency_key = str(payload.get("idempotency_key") or "").strip()
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conversation_id = str(payload.get("external_conversation_id") or "").strip()
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if not idempotency_key or not conversation_id:
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raise ChannelError("幂等键和会话 ID 不能为空")
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try:
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reply_task_id = int(payload.get("customer_reply_task_id"))
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expected_revision = int(payload.get("expected_revision"))
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except (TypeError, ValueError) as error:
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raise ChannelError("客户回复任务和版本不能为空") from error
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existing = (
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ChannelMessage.objects.select_related("conversation")
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.filter(
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endpoint=endpoint,
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direction="outbound",
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idempotency_key=idempotency_key,
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)
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.first()
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)
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if existing is not None:
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if (
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existing.customer_reply_task_id == reply_task_id
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and existing.reply_revision == expected_revision
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and existing.conversation
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and existing.conversation.external_conversation_id == conversation_id
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):
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return existing
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raise ChannelError("幂等键已用于其他客户回复")
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reply_task = (
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CustomerReplyTask.objects.select_related("ticket", "support_analysis")
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.filter(id=reply_task_id)
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.first()
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)
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if reply_task is None:
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raise ChannelError("客户回复任务不存在")
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try:
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reply_task = approve_customer_reply_for_channel(
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reply_task,
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expected_revision=expected_revision,
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actor=actor,
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channel_endpoint_id=endpoint.id,
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external_conversation_id=conversation_id,
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)
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except CustomerReplyError as error:
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raise ChannelError(str(error)) from error
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existing_reply = (
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ChannelMessage.objects.select_related("conversation")
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.filter(
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customer_reply_task=reply_task,
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reply_revision=reply_task.revision,
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direction="outbound",
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)
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.first()
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)
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if existing_reply is not None:
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if (
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existing_reply.endpoint_id == endpoint.id
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and existing_reply.conversation
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and existing_reply.conversation.external_conversation_id == conversation_id
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):
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return existing_reply
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raise ChannelError("该客户回复版本已进入其他渠道会话")
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conversation, _ = ChannelConversation.objects.get_or_create(
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endpoint=endpoint,
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external_conversation_id=conversation_id,
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)
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if conversation.ticket_id and conversation.ticket_id != reply_task.ticket_id:
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raise ChannelError("渠道会话已关联其他工单")
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if not conversation.ticket_id:
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conversation.ticket = reply_task.ticket
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conversation.save(update_fields=["ticket", "updated_at"])
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metadata = payload.get("payload") if isinstance(payload.get("payload"), dict) else {}
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metadata = {
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**metadata,
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"customer_reply_task_id": reply_task.id,
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"reply_revision": reply_task.revision,
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}
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message = ChannelMessage.objects.create(
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endpoint=endpoint,
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conversation=conversation,
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ticket=reply_task.ticket,
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customer_reply_task=reply_task,
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reply_revision=reply_task.revision,
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direction="outbound",
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idempotency_key=idempotency_key,
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sender=actor.get_full_name() or actor.username,
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text=reply_task.final_text,
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payload=metadata,
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status="queued",
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created_by=actor,
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)
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OperationAuditLog.objects.create(
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user=actor,
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module="channels",
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action="customer_reply_queued",
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target_type="channel_message",
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target_id=str(message.public_id),
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request_snapshot={
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"endpoint_id": endpoint.id,
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"ticket_id": reply_task.ticket_id,
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"customer_reply_task_id": reply_task.id,
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"reply_revision": reply_task.revision,
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"idempotency_key": idempotency_key,
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},
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result="success",
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)
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def enqueue_delivery():
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from apps.channels.tasks import deliver_channel_message_task
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deliver_channel_message_task.delay(message.id)
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transaction.on_commit(enqueue_delivery)
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return message
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@transaction.atomic
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def record_channel_receipt(endpoint: ChannelEndpoint, payload: dict) -> ChannelReceipt:
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"""幂等记录渠道回执并推进消息状态，重复回执不重复完成业务任务。"""
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endpoint = ChannelEndpoint.objects.select_for_update().get(id=endpoint.id)
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receipt_type = str(payload.get("receipt_type") or "").strip()
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external_message_id = str(payload.get("external_message_id") or "").strip()
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external_receipt_id = str(payload.get("external_receipt_id") or "").strip()
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if receipt_type not in {"sent", "delivered", "read", "failed"}:
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raise ChannelError("未知回执类型")
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if not external_message_id or not external_receipt_id:
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raise ChannelError("消息 ID 和回执 ID 不能为空")
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message = ChannelMessage.objects.select_for_update().filter(
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endpoint=endpoint,
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direction="outbound",
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external_message_id=external_message_id,
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).first()
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if message is None:
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raise ChannelError("回执对应的出站消息不存在")
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receipt, created = ChannelReceipt.objects.get_or_create(
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message=message,
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receipt_type=receipt_type,
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external_receipt_id=external_receipt_id,
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defaults={
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"payload": payload.get("payload")
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if isinstance(payload.get("payload"), dict)
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else {}
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},
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)
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if not created:
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return receipt
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if receipt_type == "failed":
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message.status = "failed"
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message.error_message = str(receipt.payload.get("reason") or "渠道返回失败回执")
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elif receipt_type in {"delivered", "read"}:
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message.status = "delivered"
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message.delivered_at = timezone.now()
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message.error_message = ""
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elif message.status == "queued":
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message.status = "sent"
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message.sent_at = timezone.now()
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message.save()
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if message.status == "delivered":
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_confirm_delivered_reply(message)
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elif message.status == "failed" and message.customer_reply_task_id:
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from apps.tickets.automation import handle_customer_reply_delivery_failed
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handle_customer_reply_delivery_failed(
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message.customer_reply_task_id,
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message.error_message,
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)
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return receipt
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