feat: 优化 FAQ 处理和系统稳定性

- 添加本地 FAQ 库快速路径（问候语等社交响应）
- 修复 Chatwoot 重启循环问题（PID 文件清理）
- 添加 LLM 响应缓存（Redis 缓存，提升性能）
- 添加智能推理模式（根据查询复杂度自动启用）
- 添加订单卡片消息功能（Chatwoot 富媒体）
- 增加 LLM 超时时间至 60 秒

Co-Authored-By: Claude Sonnet 4.5 <noreply@anthropic.com>

agent/integrations/chatwoot.py

@@ -141,32 +141,89 @@ class ChatwootClient:
         content_attributes: dict[str, Any]
     ) -> dict[str, Any]:
         """Send a rich message (cards, buttons, etc.)
-        
+
         Args:
             conversation_id: Conversation ID
             content: Fallback text content
             content_type: Rich content type (cards, input_select, etc.)
             content_attributes: Rich content attributes
-            
+
         Returns:
             Created message data
         """
         client = await self._get_client()
-        
+
         payload = {
             "content": content,
             "message_type": MessageType.OUTGOING.value,
             "content_type": content_type,
             "content_attributes": content_attributes
         }
-        
+
         response = await client.post(
             f"/conversations/{conversation_id}/messages",
             json=payload
         )
         response.raise_for_status()
-        
+
         return response.json()
+
+    async def send_order_card(
+        self,
+        conversation_id: int,
+        order_data: dict[str, Any],
+        actions: list[dict[str, Any]]
+    ) -> dict[str, Any]:
+        """发送订单卡片消息（Markdown 文本 + 操作按钮）
+
+        Args:
+            conversation_id: 会话 ID
+            order_data: 订单数据，包含：
+                - order_id: 订单号
+                - status: 订单状态
+                - status_text: 状态文本
+                - created_at: 下单时间（可选）
+                - items: 商品列表（可选）
+                - total_amount: 总金额
+                - shipping_fee: 运费（可选）
+                - logistics: 物流信息（可选）
+                - remark: 备注（可选）
+            actions: 操作按钮配置列表，每个按钮包含：
+                - type: "link" 或 "postback"
+                - text: 按钮文字
+                - uri: 链接地址（type=link 时必需）
+                - payload: 回传数据（type=postback 时必需）
+
+        Returns:
+            发送结果
+
+        Example:
+            >>> order_data = {
+            ...     "order_id": "123456789",
+            ...     "status": "shipped",
+            ...     "status_text": "已发货",
+            ...     "total_amount": "1058.00",
+            ...     "items": [...]
+            ... }
+            >>> actions = [
+            ...     {"type": "link", "text": "查看详情", "uri": "https://..."},
+            ...     {"type": "postback", "text": "联系客服", "payload": "CONTACT_SUPPORT"}
+            ... ]
+            >>> await chatwoot.send_order_card(123, order_data, actions)
+        """
+        # 生成 Markdown 内容
+        markdown_content = format_order_card_markdown(order_data)
+
+        # 生成按钮卡片
+        buttons = create_action_buttons(actions)
+
+        # 发送富媒体消息
+        return await self.send_rich_message(
+            conversation_id=conversation_id,
+            content=markdown_content,
+            content_type="cards",
+            content_attributes=buttons
+        )
     
     # ============ Conversations ============
     
@@ -342,6 +399,130 @@ class ChatwootClient:
         return data.get("payload", [])
 
 
+# ============ Helper Functions ============
+
+def format_order_card_markdown(order_data: dict[str, Any]) -> str:
+    """格式化订单信息为 Markdown 卡片
+
+    Args:
+        order_data: 订单数据，包含订单号、状态、商品、金额、物流等信息
+
+    Returns:
+        格式化的 Markdown 字符串
+
+    Example:
+        >>> order = {
+        ...     "order_id": "123456789",
+        ...     "status": "shipped",
+        ...     "status_text": "已发货",
+        ...     "created_at": "2023-10-27 14:30",
+        ...     "items": [...],
+        ...     "total_amount": "1058.00",
+        ...     "shipping_fee": "0.00",
+        ...     "logistics": {...}
+        ... }
+        >>> markdown = format_order_card_markdown(order)
+    """
+    # 订单状态 emoji 映射
+    status_emoji = {
+        "pending": "⏳",
+        "paid": "💰",
+        "processing": "⚙️",
+        "shipped": "📦",
+        "delivered": "✅",
+        "completed": "✅",
+        "cancelled": "❌",
+        "refunded": "💸",
+        "failed": "⚠️",
+    }
+
+    # 获取状态文本和 emoji
+    status = order_data.get("status", "unknown")
+    status_text = order_data.get("status_text", status)
+    emoji = status_emoji.get(status, "📦")
+
+    lines = [
+        f"{emoji} **订单状态：{status_text}**",
+        f"📝 **订单号：** `{order_data.get('order_id', '')}`",
+    ]
+
+    # 添加下单时间（如果有）
+    if order_data.get("created_at"):
+        lines.append(f"📅 **下单时间：** {order_data['created_at']}")
+
+    lines.append("")  # 空行
+    lines.append("**商品详情**")
+
+    # 添加商品列表
+    items = order_data.get("items", [])
+    if items:
+        for item in items:
+            name = item.get("name", "未知商品")
+            quantity = item.get("quantity", 1)
+            price = item.get("price", "0.00")
+            # 可选：添加图片链接
+            image_markdown = ""
+            if item.get("image_url"):
+                image_markdown = f" [图片]({item['image_url']})"
+            lines.append(f"▫️{image_markdown} {name} × {quantity}  ¥{price}")
+    else:
+        lines.append("▫️ 无商品信息")
+
+    # 添加金额信息
+    lines.extend([
+        "",
+        f"💰 **实付：** ¥{order_data.get('total_amount', '0.00')} (含运费 ¥{order_data.get('shipping_fee', '0.00')})"
+    ])
+
+    # 添加物流信息（如果有）
+    logistics = order_data.get("logistics")
+    if logistics:
+        lines.extend([
+            "",
+            "🚚 **物流信息**",
+            f"承运商：{logistics.get('carrier', '未知')}",
+            f"单号：{logistics.get('tracking_number', '未知')}",
+            "*点击单号可复制跟踪*"
+        ])
+
+    # 添加备注（如果有）
+    if order_data.get("remark"):
+        lines.extend([
+            "",
+            f"📋 **备注：** {order_data['remark']}"
+        ])
+
+    return "\n".join(lines)
+
+
+def create_action_buttons(actions: list[dict[str, Any]]) -> dict[str, Any]:
+    """创建 Chatwoot 操作按钮卡片
+
+    Args:
+        actions: 按钮配置列表，每个按钮包含：
+            - type: "link" 或 "postback"
+            - text: 按钮文字
+            - uri: 链接地址（type=link 时）
+            - payload: 回传数据（type=postback 时）
+
+    Returns:
+        符合 Chatwoot content_attributes 格式的字典
+
+    Example:
+        >>> actions = [
+        ...     {"type": "link", "text": "查看详情", "uri": "https://example.com"},
+        ...     {"type": "postback", "text": "联系客服", "payload": "CONTACT_SUPPORT"}
+        ... ]
+        >>> buttons = create_action_buttons(actions)
+    """
+    return {
+        "items": [{
+            "title": "操作",
+            "actions": actions
+        }]
+    }
+
+
 # Global Chatwoot client instance
 chatwoot_client: Optional[ChatwootClient] = None