產出 #405

Q: What if I deposit to the wrong address (Non-WEEX address)?
A: If the deposit address is not your WEEX account's specific address, WEEX cannot assist in recovery or refunds. Always triple-check the coin, network, and address before transferring.

Q: Transfer fee
A: Hello, internal transfers do not incur any fees.

Q: Transfer fee
A: Hello, internal transfers do not incur any fees.

Q: Transfer fee
A: Hello, internal transfers do not incur any fees.

Q: What to do if transaction records trigger risk review?; How long does abnormal trading review take?; Account prompt says "under review ," cannot withdraw?
A: Your transaction records and account details have triggered potential abnormal trading alerts. The review department is investigating; this is expected to take 1-5 working days. Please wait patiently. After completion, contact online support for further assistance.

商品推薦(shopline alias) (shopline_recommend_products)

Recommend products via hybrid RAG search or direct product IDs. Returns vendor-normalized product info (title, price, stock, variations, etc.) suitable for shopping conversations. Vendor routing handled by backend.

轉接真人客服

## 1. 觸發條件
- 真实服务
将协助转接真人客服/人工客服/真人服务/真实服务/人类服务
真人服务/人工服务
线上客服/转线上客服
在线客服/转在线客服
真人客服/转真人客服
转真人/找真人
转人工/找人工
Direct transfer request
Emotional escalation
Resolution failure
针对 情绪分 > 5 或提及 “提币、不到账” 的用户，缩短 AI 询问环节，直接开启“绿色通道”接入人工，以挽救下滑的 CSAT

轉接真人客服的 Agent 情景

## 2. 資訊收集
### switch_to_agent_information — Information that must be requested from user before transferring to human agent
- WEEX UID [text] (必填): User's WEEX UID, must be requested from user before transferring to human agent

## 3. API 工具
1. extract_weex_uid — 🎯 WEEX UID 智能提取工具

**主要功能：** 從客服對話中自動識別並提取用戶提供的 WEEX UID，適用於各種客服場景的身份識別需求。

**使用時機：**
• 用戶主動提供 UID：「我的 UID 是 1234567890，幫我查看帳戶狀態」
• 被動詢問後提供：助手問「請提供您的 UID」→ 用戶回答數字
• 對話中穿插提及：「上次用 1234567890 這個帳號充值失敗了」
• 多輪對話中的 UID 提取：從長篇對話中找出用戶最終提供的 UID

**核心特性：**
• 只提取用戶明確提供的 WEEX UID（純數字格式）
• 多個 UID 時優先提取用戶自己的且最近對話提到的
• 支援中英文混合對話環境
• 智能區分用戶自己的 UID 和別人的 UID
• 不會推測或假設 UID 內容

**回傳格式：** 成功時返回 JSON 格式的提取結果，包含提取到的 UID 或 null（未提及時）。

## 4. 回覆規則
- 1. FIRST, ALWAYS check if the user has provided their UID (User ID, phone number, or email) in the chat history.
                - You MUST determine UID presence from the chat history only. 
                - When requesting the UID from the user, you MUST use the following **hardcoded message templates** based on language detection.


                    - zh-CN:
                        请提供您的【UID/手机号/邮箱】（择一)，提供后将协助您转接至真人客服。
                        （若未提供，将无法完成转接程序，感谢您的理解。）

                    - zh-TW:
                        請提供您的【...

Q: What to do if transaction records trigger risk review?; How long does abnormal trading review take?; Account prompt says "under review ," cannot withdraw?
A: Your transaction records and account details have triggered potential abnormal trading alerts. The review department is investigating; this is expected to take 1-5 working days. Please wait patiently. After completion, contact online support for further assistance.

商品推薦(shopline alias) (shopline_recommend_products)

Recommend products via hybrid RAG search or direct product IDs. Returns vendor-normalized product info (title, price, stock, variations, etc.) suitable for shopping conversations. Vendor routing handled by backend.

轉接真人客服

## 1. 觸發條件
- 真实服务
将协助转接真人客服/人工客服/真人服务/真实服务/人类服务
真人服务/人工服务
线上客服/转线上客服
在线客服/转在线客服
真人客服/转真人客服
转真人/找真人
转人工/找人工
Direct transfer request
Emotional escalation
Resolution failure
针对 情绪分 > 5 或提及 “提币、不到账” 的用户，缩短 AI 询问环节，直接开启“绿色通道”接入人工，以挽救下滑的 CSAT

轉接真人客服的 Agent 情景

## 2. 資訊收集
### switch_to_agent_information — Information that must be requested from user before transferring to human agent
- WEEX UID [text] (必填): User's WEEX UID, must be requested from user before transferring to human agent

## 3. API 工具
1. extract_weex_uid — 🎯 WEEX UID 智能提取工具

**主要功能：** 從客服對話中自動識別並提取用戶提供的 WEEX UID，適用於各種客服場景的身份識別需求。

**使用時機：**
• 用戶主動提供 UID：「我的 UID 是 1234567890，幫我查看帳戶狀態」
• 被動詢問後提供：助手問「請提供您的 UID」→ 用戶回答數字
• 對話中穿插提及：「上次用 1234567890 這個帳號充值失敗了」
• 多輪對話中的 UID 提取：從長篇對話中找出用戶最終提供的 UID

**核心特性：**
• 只提取用戶明確提供的 WEEX UID（純數字格式）
• 多個 UID 時優先提取用戶自己的且最近對話提到的
• 支援中英文混合對話環境
• 智能區分用戶自己的 UID 和別人的 UID
• 不會推測或假設 UID 內容

**回傳格式：** 成功時返回 JSON 格式的提取結果，包含提取到的 UID 或 null（未提及時）。

## 4. 回覆規則
- 1. FIRST, ALWAYS check if the user has provided their UID (User ID, phone number, or email) in the chat history.
                - You MUST determine UID presence from the chat history only. 
                - When requesting the UID from the user, you MUST use the following **hardcoded message templates** based on language detection.


                    - zh-CN:
                        请提供您的【UID/手机号/邮箱】（择一)，提供后将协助您转接至真人客服。
                        （若未提供，将无法完成转接程序，感谢您的理解。）

                    - zh-TW:
                        請提供您的【...

Q: What to do if transaction records trigger risk review?; How long does abnormal trading review take?; Account prompt says "under review ," cannot withdraw?
A: Your transaction records and account details have triggered potential abnormal trading alerts. The review department is investigating; this is expected to take 1-5 working days. Please wait patiently. After completion, contact online support for further assistance.

商品推薦(shopline alias) (shopline_recommend_products)

Recommend products via hybrid RAG search or direct product IDs. Returns vendor-normalized product info (title, price, stock, variations, etc.) suitable for shopping conversations. Vendor routing handled by backend.

轉接真人客服

## 1. 觸發條件
- 真实服务
将协助转接真人客服/人工客服/真人服务/真实服务/人类服务
真人服务/人工服务
线上客服/转线上客服
在线客服/转在线客服
真人客服/转真人客服
转真人/找真人
转人工/找人工
Direct transfer request
Emotional escalation
Resolution failure
针对 情绪分 > 5 或提及 “提币、不到账” 的用户，缩短 AI 询问环节，直接开启“绿色通道”接入人工，以挽救下滑的 CSAT

轉接真人客服的 Agent 情景

## 2. 資訊收集
### switch_to_agent_information — Information that must be requested from user before transferring to human agent
- WEEX UID [text] (必填): User's WEEX UID, must be requested from user before transferring to human agent

## 3. API 工具
1. extract_weex_uid — 🎯 WEEX UID 智能提取工具

**主要功能：** 從客服對話中自動識別並提取用戶提供的 WEEX UID，適用於各種客服場景的身份識別需求。

**使用時機：**
• 用戶主動提供 UID：「我的 UID 是 1234567890，幫我查看帳戶狀態」
• 被動詢問後提供：助手問「請提供您的 UID」→ 用戶回答數字
• 對話中穿插提及：「上次用 1234567890 這個帳號充值失敗了」
• 多輪對話中的 UID 提取：從長篇對話中找出用戶最終提供的 UID

**核心特性：**
• 只提取用戶明確提供的 WEEX UID（純數字格式）
• 多個 UID 時優先提取用戶自己的且最近對話提到的
• 支援中英文混合對話環境
• 智能區分用戶自己的 UID 和別人的 UID
• 不會推測或假設 UID 內容

**回傳格式：** 成功時返回 JSON 格式的提取結果，包含提取到的 UID 或 null（未提及時）。

## 4. 回覆規則
- 1. FIRST, ALWAYS check if the user has provided their UID (User ID, phone number, or email) in the chat history.
                - You MUST determine UID presence from the chat history only. 
                - When requesting the UID from the user, you MUST use the following **hardcoded message templates** based on language detection.


                    - zh-CN:
                        请提供您的【UID/手机号/邮箱】（择一)，提供后将协助您转接至真人客服。
                        （若未提供，将无法完成转接程序，感谢您的理解。）

                    - zh-TW:
                        請提供您的【...

Q: What should I do if a P2P seller asks me to pay extra?
A: The WEEX P2P platform does not charge any fees. If a seller asks for an additional payment:
1. Do not trust them and never make additional payments.
2. Immediately submit an appeal and contact customer support.

統一搜尋：multi-lane BM25+Vector RRF 融合（支援 5 種 source_type） (search_unified)

Hybrid search (BM25 + vector) with multi-lane RRF fusion across ALL source types (knowledge, product, link, doc_knowledge, doc_product, vision). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

產品查詢

## 1. 觸發條件
- 商品/產品
推薦/介紹
我想要/我需要

產品查詢的 Agent 情景

## 2. 資訊收集
### product_search_parameters — 商品搜尋參數
- query [text] (必填): 用戶當前最想查詢或推薦的商品、需求或關鍵主題（3-20字短語，聚焦最新意圖，排除已解決或無關內容）
- keywords_or_codes [text] (必填): 用戶訊息中出現的所有商品關鍵字、型號、代碼，如無則為空陣列

## 3. API 工具
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品

## 4. 回覆規則
- All recommendations must be based on content output from <tool: search_products>, never fabricate.
If multiple relevant orders found, combine them logically
If unable to recommend, clearly explain and suggest human customer service assistance.
Strictly prohibit referencing, rewriting, or mixing content outside of <tool: search_products> outputs.

Q: What should I do if a P2P seller asks me to pay extra?
A: The WEEX P2P platform does not charge any fees. If a seller asks for an additional payment:
1. Do not trust them and never make additional payments.
2. Immediately submit an appeal and contact customer support.

統一搜尋：multi-lane BM25+Vector RRF 融合（支援 5 種 source_type） (search_unified)

Hybrid search (BM25 + vector) with multi-lane RRF fusion across ALL source types (knowledge, product, link, doc_knowledge, doc_product, vision). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

產品查詢

## 1. 觸發條件
- 商品/產品
推薦/介紹
我想要/我需要

產品查詢的 Agent 情景

## 2. 資訊收集
### product_search_parameters — 商品搜尋參數
- query [text] (必填): 用戶當前最想查詢或推薦的商品、需求或關鍵主題（3-20字短語，聚焦最新意圖，排除已解決或無關內容）
- keywords_or_codes [text] (必填): 用戶訊息中出現的所有商品關鍵字、型號、代碼，如無則為空陣列

## 3. API 工具
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品

## 4. 回覆規則
- All recommendations must be based on content output from <tool: search_products>, never fabricate.
If multiple relevant orders found, combine them logically
If unable to recommend, clearly explain and suggest human customer service assistance.
Strictly prohibit referencing, rewriting, or mixing content outside of <tool: search_products> outputs.

Q: What should I do if a P2P seller asks me to pay extra?
A: The WEEX P2P platform does not charge any fees. If a seller asks for an additional payment:
1. Do not trust them and never make additional payments.
2. Immediately submit an appeal and contact customer support.

統一搜尋：multi-lane BM25+Vector RRF 融合（支援 5 種 source_type） (search_unified)

Hybrid search (BM25 + vector) with multi-lane RRF fusion across ALL source types (knowledge, product, link, doc_knowledge, doc_product, vision). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

產品查詢

## 1. 觸發條件
- 商品/產品
推薦/介紹
我想要/我需要

產品查詢的 Agent 情景

## 2. 資訊收集
### product_search_parameters — 商品搜尋參數
- query [text] (必填): 用戶當前最想查詢或推薦的商品、需求或關鍵主題（3-20字短語，聚焦最新意圖，排除已解決或無關內容）
- keywords_or_codes [text] (必填): 用戶訊息中出現的所有商品關鍵字、型號、代碼，如無則為空陣列

## 3. API 工具
1. search_products — 根據使用者需求從產品庫中搜尋並推薦相關產品

## 4. 回覆規則
- All recommendations must be based on content output from <tool: search_products>, never fabricate.
If multiple relevant orders found, combine them logically
If unable to recommend, clearly explain and suggest human customer service assistance.
Strictly prohibit referencing, rewriting, or mixing content outside of <tool: search_products> outputs.

Q: What is the "Auto Earn" feature and how do I enable or disable it?
A: "Auto Earn" is a flexible savings service. Once enabled, the system automatically uses idle assets in your spot account to subscribe to Flexible Savings.

● Activation/Cancellation: You can toggle the "Auto Earn" switch on the "Earn" page at any time.

● Features: This feature is designed to improve asset utilization by generating daily yield on idle assets.

get_history (get_history)

Retrieve earlier conversation traces (before the recent 7 rounds). No params = condensed summaries; with trace/end_trace = full content.

Q: What is the "Auto Earn" feature and how do I enable or disable it?
A: "Auto Earn" is a flexible savings service. Once enabled, the system automatically uses idle assets in your spot account to subscribe to Flexible Savings.

● Activation/Cancellation: You can toggle the "Auto Earn" switch on the "Earn" page at any time.

● Features: This feature is designed to improve asset utilization by generating daily yield on idle assets.

get_history (get_history)

Retrieve earlier conversation traces (before the recent 7 rounds). No params = condensed summaries; with trace/end_trace = full content.

Q: What is the "Auto Earn" feature and how do I enable or disable it?
A: "Auto Earn" is a flexible savings service. Once enabled, the system automatically uses idle assets in your spot account to subscribe to Flexible Savings.

● Activation/Cancellation: You can toggle the "Auto Earn" switch on the "Earn" page at any time.

● Features: This feature is designed to improve asset utilization by generating daily yield on idle assets.

get_history (get_history)

Retrieve earlier conversation traces (before the recent 7 rounds). No params = condensed summaries; with trace/end_trace = full content.

Q: How to start copy trading on WEEX? Can I follow multiple Elite Traders?
A: You can follow multiple Elite Traders simultaneously; please adjust based on your trading situation.

1. How to Follow: 

- App: Tap [Trade] > [Copy Trading] and select a trader .

- Web: Click [Copy Trading] and select a trader.

2. Trading Pairs: View numerous available pairs in the lead/copy trading settings.

3. Mode Requirement: You must adjust the relevant futures pairs to One-way mode to follow.

search_products (search_products)

Hybrid search (BM25 + vector) across PRODUCT sources only (product, doc_product). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

Q: How to start copy trading on WEEX? Can I follow multiple Elite Traders?
A: You can follow multiple Elite Traders simultaneously; please adjust based on your trading situation.

1. How to Follow: 

- App: Tap [Trade] > [Copy Trading] and select a trader .

- Web: Click [Copy Trading] and select a trader.

2. Trading Pairs: View numerous available pairs in the lead/copy trading settings.

3. Mode Requirement: You must adjust the relevant futures pairs to One-way mode to follow.

search_products (search_products)

Hybrid search (BM25 + vector) across PRODUCT sources only (product, doc_product). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

Q: How to start copy trading on WEEX? Can I follow multiple Elite Traders?
A: You can follow multiple Elite Traders simultaneously; please adjust based on your trading situation.

1. How to Follow: 

- App: Tap [Trade] > [Copy Trading] and select a trader .

- Web: Click [Copy Trading] and select a trader.

2. Trading Pairs: View numerous available pairs in the lead/copy trading settings.

3. Mode Requirement: You must adjust the relevant futures pairs to One-way mode to follow.

search_products (search_products)

Hybrid search (BM25 + vector) across PRODUCT sources only (product, doc_product). MUST generate 3 diverse vector queries AND per-locale BM25 keywords.

Q: How do I delete my WEEX account? Will my Identity Verification (KYC) information be permanently deleted after I close my WEEX account?
A: If you wish to close your exchange account or related services, please kindly confirm the following first:
1.Whether there is any remaining asset balance in your account
2.Whether there are any open orders or positions
3.Whether you are currently participating in any activities or services


If everything is ready, you may follow the steps below to apply for account cancellation:
You can navigate to APP Home > [Avatar] > [Security Center] > [Delete Account]. Follow the prompts. Review takes about 1 working day. After it is completed, please log out of your account, and the cancellation process will be finished.

Please note that once the account is closed, you will no longer be able to log in or perform any operations, so kindly make sure to withdraw or transfer out all funds from your account in advance.
In addition, to comply with regulatory requirements, WEEX will not directly erase the bound information after account cancellation. Please be aware of this.

提取 WEEX 身份資訊：LLM 傳入 > user_info (extract_weex_uid)

Extract the user's WEEX identity (UID, phone number, or email) before transferring to a human agent. If the user has provided any of these in the conversation, you MUST pass them via the corresponding parameters. If none were provided, call this tool without parameters to attempt extraction from login state.

Q: How do I delete my WEEX account? Will my Identity Verification (KYC) information be permanently deleted after I close my WEEX account?
A: If you wish to close your exchange account or related services, please kindly confirm the following first:
1.Whether there is any remaining asset balance in your account
2.Whether there are any open orders or positions
3.Whether you are currently participating in any activities or services


If everything is ready, you may follow the steps below to apply for account cancellation:
You can navigate to APP Home > [Avatar] > [Security Center] > [Delete Account]. Follow the prompts. Review takes about 1 working day. After it is completed, please log out of your account, and the cancellation process will be finished.

Please note that once the account is closed, you will no longer be able to log in or perform any operations, so kindly make sure to withdraw or transfer out all funds from your account in advance.
In addition, to comply with regulatory requirements, WEEX will not directly erase the bound information after account cancellation. Please be aware of this.

提取 WEEX 身份資訊：LLM 傳入 > user_info (extract_weex_uid)

Extract the user's WEEX identity (UID, phone number, or email) before transferring to a human agent. If the user has provided any of these in the conversation, you MUST pass them via the corresponding parameters. If none were provided, call this tool without parameters to attempt extraction from login state.

Q: How do I delete my WEEX account? Will my Identity Verification (KYC) information be permanently deleted after I close my WEEX account?
A: If you wish to close your exchange account or related services, please kindly confirm the following first:
1.Whether there is any remaining asset balance in your account
2.Whether there are any open orders or positions
3.Whether you are currently participating in any activities or services


If everything is ready, you may follow the steps below to apply for account cancellation:
You can navigate to APP Home > [Avatar] > [Security Center] > [Delete Account]. Follow the prompts. Review takes about 1 working day. After it is completed, please log out of your account, and the cancellation process will be finished.

Please note that once the account is closed, you will no longer be able to log in or perform any operations, so kindly make sure to withdraw or transfer out all funds from your account in advance.
In addition, to comply with regulatory requirements, WEEX will not directly erase the bound information after account cancellation. Please be aware of this.

提取 WEEX 身份資訊：LLM 傳入 > user_info (extract_weex_uid)

Extract the user's WEEX identity (UID, phone number, or email) before transferring to a human agent. If the user has provided any of these in the conversation, you MUST pass them via the corresponding parameters. If none were provided, call this tool without parameters to attempt extraction from login state.

Q: What is Slippage/Spread?
A: 1. Cause: Market orders take time to match. In volatile markets, the gap between order and execution price (Slippage) is a normal market occurrence.

2. Avoidance: Use [Limit Orders] or [Post Only] (Web) to ensure execution at your specified price.

3. Stance:

> WEEX is neutral. Slippage is bi-directional (can result in profit or loss). WEEX follows market matching rules and does not perform manual intervention or compensation.

電商訂單搜尋 executor — 打 JTCG SaaS API + vendor parser 格式化 (shopline_search_orders)

Search for order details based on the information user provided.

訂單查詢

## 1. 觸發條件
- When user has questions about specific order details, shipping status, or purchase history (only after user provides required personal info).

訂單查詢的 Agent 情景

## 3. API 工具
1. shopline_search_orders — 根據聊天記錄搜尋相關訂單資訊

## 4. 回覆規則
- Provide clear and concise answers based on order search results from tool messages
- If multiple relevant orders found, combine them logically
- If no relevant order found, acknowledge and offer to check with customer service