app: description: 客戶來信自動分類、生成回覆，並依類別走 Gmail 草稿（人工複核）或直接寄送。 icon: 📨 icon_background: '#E0F2FE' icon_type: emoji mode: workflow name: 客服信件自動分流與回覆 use_icon_as_answer_icon: false dependencies: - current_identifier: null type: marketplace value: marketplace_plugin_unique_identifier: langgenius/anthropic:0.3.24@c5e50da8c13c7ac75348df5ac75b9418c79736eb506064669dd7ca06cbd83537 version: null - current_identifier: null type: marketplace value: marketplace_plugin_unique_identifier: langgenius/dify-gmail:0.2.6@a532c62b7ba405169a464e251df742c3615aa417c3390edc64cdeeb1875f9fef version: null kind: app version: 0.6.0 workflow: conversation_variables: [] environment_variables: [] features: file_upload: allowed_file_extensions: - .JPG allowed_file_types: - image allowed_file_upload_methods: - local_file enabled: false fileUploadConfig: attachment_image_file_size_limit: 2 audio_file_size_limit: 50 batch_count_limit: 5 file_size_limit: 15 file_upload_limit: 20 image_file_batch_limit: 10 image_file_size_limit: 10 single_chunk_attachment_limit: 10 video_file_size_limit: 100 workflow_file_upload_limit: 10 image: enabled: false number_limits: 3 transfer_methods: - local_file number_limits: 3 opening_statement: '' retriever_resource: enabled: true sensitive_word_avoidance: enabled: false speech_to_text: enabled: false suggested_questions: [] suggested_questions_after_answer: enabled: false text_to_speech: enabled: false language: '' voice: '' graph: edges: - data: isInIteration: false isInLoop: false sourceType: start targetType: question-classifier id: s-source-cls source: s sourceHandle: source target: cls targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: question-classifier targetType: template-transform id: cls-c1-tpl source: cls sourceHandle: c1 target: tpl targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: question-classifier targetType: template-transform id: cls-c2-tpl source: cls sourceHandle: c2 target: tpl targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: question-classifier targetType: template-transform id: cls-c3-tpl source: cls sourceHandle: c3 target: tpl targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: question-classifier targetType: template-transform id: cls-c4-tpl source: cls sourceHandle: c4 target: tpl targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: template-transform targetType: llm id: tpl-source-llm source: tpl sourceHandle: source target: llm targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: llm targetType: if-else id: llm-source-ife source: llm sourceHandle: source target: ife targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: if-else targetType: tool id: ife-true-gd source: ife sourceHandle: 'true' target: gd targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: if-else targetType: tool id: ife-false-gs source: ife sourceHandle: 'false' target: gs targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: tool targetType: variable-aggregator id: gd-source-agg source: gd sourceHandle: source target: agg targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: tool targetType: variable-aggregator id: gs-source-agg source: gs sourceHandle: source target: agg targetHandle: target type: custom zIndex: 0 - data: isInIteration: false isInLoop: false sourceType: variable-aggregator targetType: end id: agg-source-e source: agg sourceHandle: source target: e targetHandle: target type: custom zIndex: 0 nodes: - data: selected: false title: 開始 type: start variables: - default: '' label: 客戶來信內容 options: [] required: true type: paragraph variable: inquiry - default: '' label: 客戶信箱 max_length: 120 options: [] required: true type: text-input variable: customer_email - default: '' label: 客戶稱呼 max_length: 60 options: [] required: true type: text-input variable: customer_name height: 161 id: s position: x: 0 y: 23.66666666666668 positionAbsolute: x: 0 y: 23.66666666666668 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: classes: - id: c1 name: 退款退貨 - id: c2 name: 物流到貨 - id: c3 name: 產品技術 - id: c4 name: 一般諮詢 instructions: 依客戶來信主旨判斷所屬類別。 model: completion_params: temperature: 0 mode: chat name: claude-sonnet-5 provider: langgenius/anthropic/anthropic query_variable_selector: - s - inquiry selected: false title: 問題分類器 type: question-classifier vision: enabled: false height: 262 id: cls position: x: 342 y: 0 positionAbsolute: x: 342 y: 0 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: selected: false template: 【星光客服】關於您的{{ cls }}來信 title: 產生主旨 type: template-transform variables: - value_selector: - cls - class_name variable: cls height: 52 id: tpl position: x: 704 y: 103.95555555555555 positionAbsolute: x: 704 y: 103.95555555555555 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: context: enabled: false variable_selector: [] model: completion_params: temperature: 0.3 mode: chat name: claude-sonnet-5 provider: langgenius/anthropic/anthropic prompt_template: - id: sy role: system text: '你是『星光生活館』的資深客服。依【分類】與【客戶來信】，用繁體中文寫一封得體、可直接寄出的回覆信內文（不要寫主旨行）。 分類：{{#cls.class_name#}} 客戶稱呼：{{#s.customer_name#}} 來信： {{#s.inquiry#}} 規則：開頭以「{{#s.customer_name#}} 您好」稱呼；同理客戶情緒、具體回應問題、給明確下一步或時程；退款退貨與產品技術類請說明會有專員跟進；語氣專業友善、不冗長；結尾署名「星光生活館 客服團隊」。只輸出信件內文。' - id: us role: user text: 請撰寫回覆信內文。 selected: false title: 回覆生成 type: llm vision: enabled: false height: 88 id: llm position: x: 1046 y: 94.6222222222222 positionAbsolute: x: 1046 y: 94.6222222222222 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: cases: - case_id: 'true' conditions: - comparison_operator: contains id: cd1 value: 退款 variable_selector: - cls - class_name - comparison_operator: contains id: cd2 value: 技術 variable_selector: - cls - class_name id: 'true' logical_operator: or selected: false title: 是否需人工複核 type: if-else height: 198 id: ife position: x: 1388 y: 54.28888888888889 positionAbsolute: x: 1388 y: 54.28888888888889 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: provider_id: langgenius/dify-gmail/dify-gmail provider_name: langgenius/dify-gmail/dify-gmail provider_type: builtin selected: false title: Gmail 建立草稿 tool_configurations: {} tool_label: Create Gmail Draft tool_name: draft_message tool_node_version: '2' tool_parameters: body: type: mixed value: '{{#llm.text#}}' subject: type: mixed value: '{{#tpl.output#}}' to: type: mixed value: '{{#s.customer_email#}}' type: tool height: 52 id: gd position: x: 1750 y: 100.88888888888891 positionAbsolute: x: 1750 y: 100.88888888888891 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: provider_id: langgenius/dify-gmail/dify-gmail provider_name: langgenius/dify-gmail/dify-gmail provider_type: builtin selected: false title: Gmail 直接寄送 tool_configurations: {} tool_label: Send Gmail Message tool_name: send_message tool_node_version: '2' tool_parameters: body: type: mixed value: '{{#llm.text#}}' subject: type: mixed value: '{{#tpl.output#}}' to: type: mixed value: '{{#s.customer_email#}}' type: tool height: 52 id: gs position: x: 1750 y: 232.8888888888889 positionAbsolute: x: 1750 y: 232.8888888888889 selected: false sourcePosition: right targetPosition: left type: custom width: 242 - data: output_type: string selected: true title: 彙整結果 type: variable-aggregator variables: - - gd - text - - gs - text height: 134 id: agg position: x: 2112 y: 134.55555555555557 positionAbsolute: x: 2112 y: 134.55555555555557 selected: true sourcePosition: right targetPosition: left type: custom width: 242 - data: outputs: - value_selector: - llm - text value_type: string variable: reply_body - value_selector: - agg - output value_type: string variable: action_result - value_selector: - cls - class_name value_type: string variable: category selected: false title: 輸出 type: end height: 140 id: e position: x: 2454 y: 153.8888888888889 positionAbsolute: x: 2454 y: 153.8888888888889 selected: false sourcePosition: right targetPosition: left type: custom width: 242 viewport: x: -639.0013487995682 y: 360.0095914635974 zoom: 0.4019422713784731 rag_pipeline_variables: []