🐛 fix(orchestration): blindar listagem e cancelamento de pedidos no fluxo estruturado

app/db/tool_seed.py

@@ -236,6 +236,32 @@ def get_tools_definitions():
                 "required": ["cpf", "vehicle_id"],
             },
         },
+        {
+            "name": "listar_pedidos",
+            "description": (
+                "Use esta ferramenta quando o cliente quiser listar ou consultar os pedidos "
+                "que ja possui. Ela retorna os pedidos do usuario autenticado, com numero, "
+                "veiculo, valor e status, e tambem pode filtrar por status quando necessario."
+            ),
+            "parameters": {
+                "type": "object",
+                "properties": {
+                    "cpf": {
+                        "type": "string",
+                        "description": "CPF do cliente quando for necessario filtrar manualmente. Opcional.",
+                    },
+                    "status": {
+                        "type": "string",
+                        "description": "Status do pedido para filtrar, por exemplo 'Ativo' ou 'Cancelado'. Opcional.",
+                    },
+                    "limite": {
+                        "type": "integer",
+                        "description": "Quantidade maxima de pedidos retornados. Opcional.",
+                    },
+                },
+                "required": [],
+            },
+        },
         {
             "name": "cancelar_pedido",
             "description": (

app/integrations/telegram_satellite_service.py

@@ -18,6 +18,17 @@ from app.services.user.user_service import UserService
 logger = logging.getLogger(__name__)
 
 
+def _ensure_supported_runtime_configuration() -> None:
+    """
+    Em producao, o satelite nao deve operar com estado conversacional apenas em memoria,
+    porque isso quebra continuidade entre reinicios e instancias.
+    """
+    if settings.environment == "production" and settings.conversation_state_backend == "memory":
+        raise RuntimeError(
+            "Telegram satellite em producao exige conversation_state_backend diferente de memory."
+        )
+
+
 def _acquire_single_instance_lock(lock_name: str):
     """
     Garante apenas uma instancia local do satelite por lock de arquivo.
@@ -214,6 +225,7 @@ async def main() -> None:
     token = settings.telegram_bot_token
     if not token:
         raise RuntimeError("TELEGRAM_BOT_TOKEN nao configurado.")
+    _ensure_supported_runtime_configuration()
 
     lock_handle = _acquire_single_instance_lock("orquestrador_telegram_satellite.lock")
 

app/services/domain/order_service.py

@@ -2,7 +2,7 @@ from datetime import datetime
 from typing import Any
 from uuid import uuid4
 
-from sqlalchemy import text
+from sqlalchemy import or_, text
 from sqlalchemy.exc import OperationalError, SQLAlchemyError
 
 from app.db.mock_database import SessionMockLocal
@@ -16,6 +16,79 @@ from app.services.user.mock_customer_service import hydrate_mock_customer_from_c
 # Responsabilidade: regra de pedido.
 
 
+async def listar_pedidos(
+    user_id: int | None = None,
+    cpf: str | None = None,
+    status: str | None = None,
+    limite: int = 20,
+) -> list[dict[str, Any]]:
+    cpf_norm = normalize_cpf(cpf) if cpf else None
+    db = SessionMockLocal()
+    try:
+        user = None
+        if user_id is not None:
+            user = db.query(User).filter(User.id == user_id).first()
+            if user and not cpf_norm:
+                cpf_norm = normalize_cpf(user.cpf)
+
+        query = db.query(Order)
+        if user_id is not None and cpf_norm:
+            query = query.filter(
+                or_(
+                    Order.user_id == user_id,
+                    (Order.user_id.is_(None) & (Order.cpf == cpf_norm)),
+                )
+            )
+        elif user_id is not None:
+            query = query.filter(Order.user_id == user_id)
+        elif cpf_norm:
+            query = query.filter(Order.cpf == cpf_norm)
+        else:
+            raise_tool_http_error(
+                status_code=400,
+                code="order_list_missing_identity",
+                message="Preciso identificar o cliente para listar os pedidos.",
+                retryable=True,
+                field="cpf",
+            )
+
+        normalized_status = str(status or "").strip()
+        if normalized_status:
+            query = query.filter(Order.status == normalized_status)
+
+        safe_limit = max(1, min(int(limite or 20), 50))
+        pedidos = query.order_by(Order.created_at.desc()).limit(safe_limit).all()
+
+        if user_id is not None and pedidos:
+            attached_legacy_orders = False
+            for pedido in pedidos:
+                if pedido.user_id is None:
+                    pedido.user_id = user_id
+                    attached_legacy_orders = True
+            if attached_legacy_orders:
+                db.commit()
+                for pedido in pedidos:
+                    db.refresh(pedido)
+
+        return [
+            {
+                "numero_pedido": pedido.numero_pedido,
+                "user_id": pedido.user_id,
+                "cpf": pedido.cpf,
+                "vehicle_id": pedido.vehicle_id,
+                "modelo_veiculo": pedido.modelo_veiculo,
+                "valor_veiculo": pedido.valor_veiculo,
+                "status": pedido.status,
+                "motivo": pedido.motivo_cancelamento,
+                "data_cancelamento": pedido.data_cancelamento.isoformat() if pedido.data_cancelamento else None,
+                "created_at": pedido.created_at.isoformat() if pedido.created_at else None,
+            }
+            for pedido in pedidos
+        ]
+    finally:
+        db.close()
+
+
 async def cancelar_pedido(
     numero_pedido: str,
     motivo: str,

app/services/flows/order_flow.py

@@ -21,7 +21,32 @@ class OrderFlowMixin:
     def _decision_intent(self, turn_decision: dict | None) -> str:
         return str((turn_decision or {}).get("intent") or "").strip().lower()
 
+    def _has_order_listing_request(self, message: str, turn_decision: dict | None = None) -> bool:
+        if self._decision_intent(turn_decision) == "order_list":
+            return True
+        normalized = self._normalize_text(message).strip()
+        listing_terms = {
+            "meus pedidos",
+            "meu pedido",
+            "listar pedidos",
+            "liste meus pedidos",
+            "lista de pedidos",
+            "quais sao meus pedidos",
+            "quais sao os meus pedidos",
+            "mostrar pedidos",
+            "mostre meus pedidos",
+            "consultar pedidos",
+            "ver meus pedidos",
+            "acompanhar pedido",
+            "acompanhar pedidos",
+            "status do pedido",
+            "status dos pedidos",
+        }
+        return any(term in normalized for term in listing_terms)
+
     def _has_explicit_order_request(self, message: str) -> bool:
+        if self._has_order_listing_request(message):
+            return False
         normalized = self._normalize_text(message).strip()
         order_terms = {
             "comprar",
@@ -37,6 +62,8 @@ class OrderFlowMixin:
         return any(term in normalized for term in order_terms)
 
     def _has_stock_listing_request(self, message: str, turn_decision: dict | None = None) -> bool:
+        if self._has_order_listing_request(message=message, turn_decision=turn_decision):
+            return False
         if self._decision_intent(turn_decision) == "inventory_search":
             return True
         normalized = self._normalize_text(message).strip()
@@ -360,6 +387,8 @@ class OrderFlowMixin:
         return self._fallback_format_tool_result("consultar_estoque", tool_result)
 
     def _render_missing_cancel_order_fields_prompt(self, missing_fields: list[str]) -> str:
+        if missing_fields == ["motivo"]:
+            return "Encontrei o pedido informado. Qual o motivo do cancelamento?"
         labels = {
             "numero_pedido": "o numero do pedido (ex.: PED-20260305123456-ABC123)",
             "motivo": "o motivo do cancelamento",
@@ -367,6 +396,35 @@ class OrderFlowMixin:
         itens = [f"- {labels[field]}" for field in missing_fields]
         return "Para cancelar o pedido, preciso dos dados abaixo:\n" + "\n".join(itens)
 
+    async def _try_handle_order_listing(
+        self,
+        message: str,
+        user_id: int | None,
+        intents: dict | None = None,
+        turn_decision: dict | None = None,
+    ) -> str | None:
+        if user_id is None:
+            return None
+
+        normalized_intents = self._normalize_intents(intents)
+        has_intent = (
+            self._decision_intent(turn_decision) == "order_list"
+            or normalized_intents.get("order_list", False)
+            or self._has_order_listing_request(message=message, turn_decision=turn_decision)
+        )
+        if not has_intent:
+            return None
+
+        try:
+            tool_result = await self.tool_executor.execute(
+                "listar_pedidos",
+                {"limite": 10},
+                user_id=user_id,
+            )
+        except HTTPException as exc:
+            return self._http_exception_detail(exc)
+        return self._fallback_format_tool_result("listar_pedidos", tool_result)
+
     async def _try_collect_and_create_order(
         self,
         message: str,
@@ -534,12 +592,14 @@ class OrderFlowMixin:
                     "review_list",
                     "review_cancel",
                     "review_reschedule",
+                    "order_list",
                     "order_create",
                 }
                 or normalized_intents.get("review_schedule", False)
                 or normalized_intents.get("review_list", False)
                 or normalized_intents.get("review_cancel", False)
                 or normalized_intents.get("review_reschedule", False)
+                or normalized_intents.get("order_list", False)
                 or normalized_intents.get("order_create", False)
             )
             and not extracted
@@ -559,7 +619,7 @@ class OrderFlowMixin:
         if (
             "motivo" not in extracted
             and draft["payload"].get("numero_pedido")
-            and not has_intent
+            and "numero_pedido" not in extracted
         ):
             # Quando o pedido ja foi identificado, um texto livre curto
             # e tratado como motivo do cancelamento.

app/services/orchestration/conversation_policy.py

@@ -281,7 +281,19 @@ class ConversationPolicy:
     def remove_order_selection_reset_prefix(self, message: str) -> str:
         raw = (message or "").strip()
         normalized = self.service.normalizer.normalize_text(raw)
-        prefixes = ("esqueca tudo agora", "esqueca tudo", "esquece tudo agora", "esquece tudo")
+        prefixes = (
+            "esqueca as operacoes anteriores e",
+            "esqueca as operacoes anteriores, agora",
+            "esqueca as operacoes anteriores agora",
+            "esqueca as operacoes anteriores",
+            "desconsidere as operacoes anteriores",
+            "desconsidera as operacoes anteriores",
+            "esqueca a conversa anterior e",
+            "esqueca tudo agora",
+            "esquece tudo agora",
+            "esqueca tudo",
+            "esquece tudo",
+        )
         for prefix in prefixes:
             if normalized.startswith(prefix):
                 return raw[len(prefix):].lstrip(" ,.:;-")
@@ -292,6 +304,12 @@ class ConversationPolicy:
     def is_order_selection_reset_message(self, message: str) -> bool:
         normalized = self.service.normalizer.normalize_text(message).strip()
         reset_terms = {
+            "esqueca as operacoes anteriores e",
+            "esqueca as operacoes anteriores, agora",
+            "esqueca as operacoes anteriores",
+            "desconsidere as operacoes anteriores",
+            "desconsidera as operacoes anteriores",
+            "esqueca a conversa anterior",
             "esqueca tudo",
             "esqueca tudo agora",
             "esquece tudo",
@@ -596,7 +614,11 @@ class ConversationPolicy:
             + int(normalized.get("review_cancel", False))
             + int(normalized.get("review_reschedule", False))
         )
-        sales_score = int(normalized.get("order_create", False)) + int(normalized.get("order_cancel", False))
+        sales_score = (
+            int(normalized.get("order_create", False))
+            + int(normalized.get("order_list", False))
+            + int(normalized.get("order_cancel", False))
+        )
         if review_score > sales_score and review_score > 0:
             return "review"
         if sales_score > review_score and sales_score > 0:
@@ -718,6 +740,12 @@ class ConversationPolicy:
             if pending_switch["expires_at"] < datetime.utcnow():
                 context["pending_switch"] = None
                 self._save_context(user_id=user_id, context=context)
+            elif (
+                self._decision_domain(turn_decision) in {"review", "sales"}
+                and self._decision_domain(turn_decision) != pending_switch["target_domain"]
+            ):
+                context["pending_switch"] = None
+                self._save_context(user_id=user_id, context=context)
             elif self.is_context_switch_confirmation(message, turn_decision=turn_decision):
                 if self.service._is_affirmative_message(message) or self._decision_domain(turn_decision) == pending_switch["target_domain"]:
                     target_domain = pending_switch["target_domain"]

app/services/orchestration/entity_normalizer.py

@@ -21,6 +21,8 @@ class EntityNormalizer:
         "buy_car": "order_create",
         "purchase_car": "order_create",
         "cancel_order": "order_cancel",
+        "list_orders": "order_list",
+        "show_orders": "order_list",
         "list_inventory": "inventory_search",
         "search_inventory": "inventory_search",
         "clear_conversation": "conversation_reset",
@@ -38,6 +40,44 @@ class EntityNormalizer:
         "veiculo": "vehicle_id",
         "carro": "vehicle_id",
     }
+    _TOOL_ARGUMENT_ALIASES = {
+        "cancelar_pedido": {
+            "order_id": "numero_pedido",
+            "pedido_id": "numero_pedido",
+            "id_pedido": "numero_pedido",
+            "numero": "numero_pedido",
+            "order_number": "numero_pedido",
+            "reason": "motivo",
+        },
+        "realizar_pedido": {
+            "order_id": "vehicle_id",
+            "car_id": "vehicle_id",
+            "id_veiculo": "vehicle_id",
+            "customer_cpf": "cpf",
+        },
+        "listar_pedidos": {
+            "max_results": "limite",
+            "limit": "limite",
+            "customer_cpf": "cpf",
+        },
+        "cancelar_agendamento_revisao": {
+            "review_id": "protocolo",
+            "schedule_id": "protocolo",
+            "reason": "motivo",
+        },
+        "editar_data_revisao": {
+            "review_id": "protocolo",
+            "schedule_id": "protocolo",
+            "data_hora": "nova_data_hora",
+            "new_datetime": "nova_data_hora",
+        },
+    }
+    _TOOL_REQUIRED_ARGUMENTS = {
+        "cancelar_pedido": ("numero_pedido", "motivo"),
+        "realizar_pedido": ("cpf", "vehicle_id"),
+        "editar_data_revisao": ("protocolo", "nova_data_hora"),
+        "cancelar_agendamento_revisao": ("protocolo",),
+    }
 
     def empty_turn_decision(self) -> dict:
         return TurnDecision().model_dump()
@@ -167,11 +207,18 @@ class EntityNormalizer:
         if isinstance(entities, dict):
             normalized["entities"] = dict(entities)
 
+        tool_name = str(normalized.get("tool_name") or "").strip()
+        tool_arguments = normalized.get("tool_arguments")
+        if tool_name and isinstance(tool_arguments, dict):
+            normalized["tool_arguments"] = self.normalize_tool_arguments(tool_name, tool_arguments)
+
         if self._should_route_order_alias_to_collection(normalized):
             normalized["action"] = "collect_order_create"
             normalized["missing_fields"] = []
             normalized["response_to_user"] = None
 
+        normalized = self._coerce_incomplete_tool_call_to_collection(normalized)
+
         return normalized
 
     def _normalize_turn_missing_fields(self, missing_fields: list) -> list[str]:
@@ -203,9 +250,123 @@ class EntityNormalizer:
             return False
         return True
 
+    def _coerce_incomplete_tool_call_to_collection(self, payload: dict) -> dict:
+        if payload.get("action") != "call_tool":
+            return payload
+
+        tool_name = str(payload.get("tool_name") or "").strip()
+        if not tool_name:
+            return payload
+
+        required_fields = self._TOOL_REQUIRED_ARGUMENTS.get(tool_name)
+        tool_arguments = payload.get("tool_arguments")
+        if not required_fields or not isinstance(tool_arguments, dict):
+            return payload
+
+        missing_fields = [field for field in required_fields if tool_arguments.get(field) in (None, "", [])]
+        if not missing_fields:
+            return payload
+
+        entities = payload.get("entities")
+        if not isinstance(entities, dict):
+            entities = self.empty_extraction_payload()
+            payload["entities"] = entities
+
+        if tool_name == "cancelar_pedido" and payload.get("intent") == "order_cancel":
+            cancel_entities = self.normalize_cancel_order_fields(
+                {
+                    **(entities.get("cancel_order_fields") or {}),
+                    **tool_arguments,
+                }
+            )
+            entities["cancel_order_fields"] = cancel_entities
+            payload["action"] = "collect_order_cancel"
+            payload["tool_name"] = None
+            payload["tool_arguments"] = {}
+            payload["missing_fields"] = []
+            payload["response_to_user"] = None
+            return payload
+
+        if tool_name == "realizar_pedido" and payload.get("intent") == "order_create":
+            order_entities = self.normalize_order_fields(
+                {
+                    **(entities.get("order_fields") or {}),
+                    **tool_arguments,
+                }
+            )
+            entities["order_fields"] = order_entities
+            payload["action"] = "collect_order_create"
+            payload["tool_name"] = None
+            payload["tool_arguments"] = {}
+            payload["missing_fields"] = []
+            payload["response_to_user"] = None
+            return payload
+
+        if tool_name in {"cancelar_agendamento_revisao", "editar_data_revisao"} and str(payload.get("domain") or "") == "review":
+            review_management_entities = self.normalize_review_management_fields(
+                {
+                    **(entities.get("review_management_fields") or {}),
+                    **tool_arguments,
+                }
+            )
+            entities["review_management_fields"] = review_management_entities
+            payload["action"] = "collect_review_management"
+            payload["tool_name"] = None
+            payload["tool_arguments"] = {}
+            payload["missing_fields"] = []
+            payload["response_to_user"] = None
+            return payload
+
+        return payload
+
     def normalize_text(self, text: str) -> str:
         return technical_normalizer.normalize_text(text)
 
+    def normalize_tool_arguments(self, tool_name: str, arguments) -> dict:
+        if not isinstance(arguments, dict):
+            return {}
+
+        normalized_tool_name = str(tool_name or "").strip()
+        aliases = self._TOOL_ARGUMENT_ALIASES.get(normalized_tool_name, {})
+        normalized_arguments: dict = {}
+        for raw_key, value in arguments.items():
+            candidate_key = self.normalize_text(str(raw_key or "")).replace("-", "_").replace(" ", "_")
+            canonical_key = aliases.get(candidate_key, candidate_key)
+            if canonical_key not in normalized_arguments:
+                normalized_arguments[canonical_key] = value
+
+        if normalized_tool_name == "cancelar_pedido":
+            coerced = self.normalize_cancel_order_fields(normalized_arguments)
+            if "motivo" not in coerced and isinstance(normalized_arguments.get("motivo"), str):
+                motivo = str(normalized_arguments.get("motivo") or "").strip()
+                if motivo:
+                    coerced["motivo"] = motivo
+            return coerced
+
+        if normalized_tool_name == "realizar_pedido":
+            return self.normalize_order_fields(normalized_arguments)
+
+        if normalized_tool_name == "listar_pedidos":
+            coerced: dict = {}
+            cpf = self.normalize_cpf(normalized_arguments.get("cpf"))
+            if cpf:
+                coerced["cpf"] = cpf
+            status = str(normalized_arguments.get("status") or "").strip()
+            if status:
+                coerced["status"] = status
+            limite = self.normalize_positive_number(normalized_arguments.get("limite"))
+            if limite:
+                coerced["limite"] = max(1, min(int(round(limite)), 50))
+            return coerced
+
+        if normalized_tool_name == "cancelar_agendamento_revisao":
+            return self.normalize_review_management_fields(normalized_arguments)
+
+        if normalized_tool_name == "editar_data_revisao":
+            return self.normalize_review_management_fields(normalized_arguments)
+
+        return normalized_arguments
+
     def normalize_plate(self, value) -> str | None:
         return technical_normalizer.normalize_plate(value)
 
@@ -353,6 +514,7 @@ class EntityNormalizer:
             "review_cancel": bool(self.normalize_bool(data.get("review_cancel"))),
             "review_reschedule": bool(self.normalize_bool(data.get("review_reschedule"))),
             "order_create": bool(self.normalize_bool(data.get("order_create"))),
+            "order_list": bool(self.normalize_bool(data.get("order_list"))),
             "order_cancel": bool(self.normalize_bool(data.get("order_cancel"))),
         }
 

app/services/orchestration/message_planner.py

@@ -32,7 +32,7 @@ class MessagePlanner:
             '        "review_management_fields": {"protocolo": null, "nova_data_hora": null, "motivo": null},\n'
             '        "order_fields": {"cpf": null, "vehicle_id": null, "modelo_veiculo": null},\n'
             '        "cancel_order_fields": {"numero_pedido": null, "motivo": null},\n'
-            '        "intents": {"review_schedule": false, "review_list": false, "review_cancel": false, "review_reschedule": false, "order_create": false, "order_cancel": false}\n'
+            '        "intents": {"review_schedule": false, "review_list": false, "review_cancel": false, "review_reschedule": false, "order_create": false, "order_list": false, "order_cancel": false}\n'
             "      }\n"
             "    }\n"
             "  ]\n"
@@ -113,6 +113,7 @@ class MessagePlanner:
             '    "review_cancel": false,\n'
             '    "review_reschedule": false,\n'
             '    "order_create": false,\n'
+            '    "order_list": false,\n'
             '    "order_cancel": false\n'
             "  }\n"
             "}\n\n"
@@ -190,6 +191,7 @@ class MessagePlanner:
             "- 'entities' deve manter as secoes generic_memory, review_fields, review_management_fields, order_fields e cancel_order_fields.\n"
             "- Em pedidos de compra com faixa de preco ou orcamento (ex.: '70 mil', 'ate 50 mil', 'R$ 45000'), preencha entities.generic_memory.orcamento_max.\n"
             "- Em pedidos com tipo de carro (ex.: suv, sedan, hatch, pickup), preencha entities.generic_memory.perfil_veiculo.\n"
+            "- Se o usuario quiser listar os pedidos dele, use intent='order_list', domain='sales', action='call_tool' e tool_name='listar_pedidos'.\n"
             "- Se faltar dado para continuar um fluxo, use action='ask_missing_fields' e preencha 'missing_fields' e 'response_to_user'.\n"
             "- Se o usuario estiver escolhendo entre pedidos enfileirados (ex.: '1', '2', 'o segundo'), preencha 'selection_index' com base zero.\n"
             "- Se for necessaria uma tool de orquestracao, use action compativel e preencha 'tool_name' e 'tool_arguments' quando apropriado.\n"

app/services/orchestration/orchestrator_config.py

@@ -40,6 +40,8 @@ LOW_VALUE_RESPONSES = {
 }
 
 DETERMINISTIC_RESPONSE_TOOLS = {
+    "cancelar_pedido",
+    "listar_pedidos",
     "limpar_contexto_conversa",
     "continuar_proximo_pedido",
     "descartar_pedidos_pendentes",

app/services/orchestration/orquestrador_service.py

@@ -85,6 +85,14 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
             message=message,
             user_id=user_id,
         )
+        reset_override = await self._try_handle_immediate_context_reset(
+            message=message,
+            user_id=user_id,
+            turn_decision=early_turn_decision,
+            finish=finish,
+        )
+        if reset_override:
+            return reset_override
         pending_order_selection = await self._try_resolve_pending_order_selection(
             message=message,
             user_id=user_id,
@@ -132,10 +140,13 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
         )
         # Depois do roteamento para um unico pedido, pede a decisao
         # estruturada do turno final que sera executado.
-        turn_decision = await self._extract_turn_decision_with_llm(
-            message=routing_message,
-            user_id=user_id,
-        )
+        if (routing_message or "").strip() == (message or "").strip():
+            turn_decision = early_turn_decision
+        else:
+            turn_decision = await self._extract_turn_decision_with_llm(
+                message=routing_message,
+                user_id=user_id,
+            )
         llm_extracted_entities = await self._extract_entities_with_llm(
             message=routing_message,
             user_id=user_id,
@@ -203,13 +214,29 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
 
         decision_action = str(turn_decision.get("action") or "")
         decision_response = str(turn_decision.get("response_to_user") or "").strip()
+        should_prioritize_review_flow = self._should_prioritize_review_flow(
+            turn_decision=turn_decision,
+            extracted_entities=extracted_entities,
+            user_id=user_id,
+        )
         should_prioritize_order_flow = self._should_prioritize_order_flow(
             turn_decision=turn_decision,
             extracted_entities=extracted_entities,
+            user_id=user_id,
         )
-        if decision_action == "ask_missing_fields" and decision_response and not should_prioritize_order_flow:
+        if (
+            decision_action == "ask_missing_fields"
+            and decision_response
+            and not should_prioritize_review_flow
+            and not should_prioritize_order_flow
+        ):
             return await finish(decision_response, queue_notice=queue_notice)
-        if decision_action == "answer_user" and decision_response and not should_prioritize_order_flow:
+        if (
+            decision_action == "answer_user"
+            and decision_response
+            and not should_prioritize_review_flow
+            and not should_prioritize_order_flow
+        ):
             return await finish(decision_response, queue_notice=queue_notice)
 
         planned_tool_response = await self._try_execute_business_tool_from_turn_decision(
@@ -262,6 +289,14 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
         )
         if cancel_order_response:
             return await finish(cancel_order_response, queue_notice=queue_notice)
+        order_listing_response = await self._try_handle_order_listing(
+            message=routing_message,
+            user_id=user_id,
+            intents={},
+            turn_decision=turn_decision,
+        )
+        if order_listing_response:
+            return await finish(order_listing_response, queue_notice=queue_notice)
         # 4) Fluxo de coleta incremental para realizacao de pedido.
         order_response = await self._try_collect_and_create_order(
             message=routing_message,
@@ -857,7 +892,7 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
         decision = turn_decision or {}
         decision_intent = str(decision.get("intent") or "").strip().lower()
         decision_domain = str(decision.get("domain") or "").strip().lower()
-        if decision_domain != "sales" and decision_intent not in {"order_create", "inventory_search"}:
+        if decision_domain != "sales" and decision_intent not in {"order_create", "order_list", "inventory_search"}:
             return {}
 
         generic_memory = (extracted_entities or {}).get("generic_memory")
@@ -870,6 +905,36 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
     async def _extract_turn_decision_with_llm(self, message: str, user_id: int | None) -> dict:
         return await self.planner.extract_turn_decision(message=message, user_id=user_id)
 
+    async def _try_handle_immediate_context_reset(
+        self,
+        message: str,
+        user_id: int | None,
+        turn_decision: dict | None,
+        finish,
+    ) -> str | None:
+        decision = turn_decision or {}
+        decision_action = str(decision.get("action") or "").strip().lower()
+        decision_intent = str(decision.get("intent") or "").strip().lower()
+        if (
+            decision_action != "clear_context"
+            and decision_intent != "conversation_reset"
+            and not (
+                hasattr(self, "policy")
+                and self._is_order_selection_reset_message(message)
+            )
+        ):
+            return None
+
+        cleaned_message = (
+            self._remove_order_selection_reset_prefix(message)
+            if hasattr(self, "policy")
+            else message
+        )
+        self._clear_user_conversation_state(user_id=user_id)
+        if not cleaned_message or cleaned_message.strip() == (message or "").strip():
+            return await finish("Contexto da conversa limpo. Podemos recomecar do zero.")
+        return await self.handle_message(cleaned_message, user_id=user_id)
+
     def _resolve_entities_for_message_plan(self, message_plan: dict, routed_message: str) -> dict:
         return self.planner.resolve_entities_for_message_plan(message_plan=message_plan, routed_message=routed_message)
 
@@ -929,9 +994,27 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
         self,
         turn_decision: dict | None,
         extracted_entities: dict | None,
+        user_id: int | None = None,
     ) -> bool:
         decision = turn_decision or {}
-        if str(decision.get("intent") or "").strip().lower() != "order_create":
+        decision_intent = str(decision.get("intent") or "").strip().lower()
+        has_open_cancel_order_draft = bool(
+            user_id is not None and self.state.get_entry("pending_cancel_order_drafts", user_id, expire=True)
+        )
+        if has_open_cancel_order_draft:
+            return True
+        if decision_intent == "order_list":
+            return True
+        if decision_intent == "order_cancel":
+            cancel_order_fields = (extracted_entities if isinstance(extracted_entities, dict) else {}).get("cancel_order_fields")
+            if not isinstance(cancel_order_fields, dict):
+                cancel_order_fields = {}
+            return bool(
+                cancel_order_fields.get("numero_pedido")
+                or cancel_order_fields.get("motivo")
+                or has_open_cancel_order_draft
+            )
+        if decision_intent != "order_create":
             return False
 
         entities = extracted_entities if isinstance(extracted_entities, dict) else {}
@@ -952,6 +1035,48 @@ class OrquestradorService(ReviewFlowMixin, OrderFlowMixin):
             )
         )
 
+    def _should_prioritize_review_flow(
+        self,
+        turn_decision: dict | None,
+        extracted_entities: dict | None,
+        user_id: int | None = None,
+    ) -> bool:
+        has_open_review_draft = bool(
+            user_id is not None
+            and (
+                self.state.get_entry("pending_review_drafts", user_id, expire=True)
+                or self.state.get_entry("pending_review_reuse_confirmations", user_id, expire=True)
+                or self.state.get_entry("pending_review_confirmations", user_id, expire=True)
+            )
+        )
+        if has_open_review_draft:
+            return True
+
+        decision = turn_decision or {}
+        decision_intent = str(decision.get("intent") or "").strip().lower()
+        if decision_intent != "review_schedule":
+            return False
+
+        entities = extracted_entities if isinstance(extracted_entities, dict) else {}
+        review_fields = entities.get("review_fields")
+        generic_memory = entities.get("generic_memory")
+        if not isinstance(review_fields, dict):
+            review_fields = {}
+        if not isinstance(generic_memory, dict):
+            generic_memory = {}
+
+        return any(
+            (
+                review_fields.get("placa"),
+                review_fields.get("data_hora"),
+                review_fields.get("modelo"),
+                review_fields.get("ano"),
+                review_fields.get("km"),
+                review_fields.get("revisao_previa_concessionaria"),
+                generic_memory.get("placa"),
+            )
+        )
+
     def _parse_json_object(self, text: str):
         return self.normalizer.parse_json_object(text)
 

app/services/orchestration/response_formatter.py

@@ -62,6 +62,21 @@ def fallback_format_tool_result(tool_name: str, tool_result: Any) -> str:
             lines.append(f"Status do veiculo: {status_veiculo}")
         return "\n".join(lines)
 
+    if tool_name == "listar_pedidos" and isinstance(tool_result, list):
+        if not tool_result:
+            return "Nao encontrei pedidos vinculados a sua conta."
+        linhas = [f"Encontrei {len(tool_result)} pedido(s):"]
+        for idx, item in enumerate(tool_result[:10], start=1):
+            numero = item.get("numero_pedido", "N/A")
+            modelo = item.get("modelo_veiculo") or "Veiculo nao informado"
+            status = item.get("status", "N/A")
+            valor = format_currency_br(item.get("valor_veiculo")) if item.get("valor_veiculo") is not None else "N/A"
+            linhas.append(f"{idx}. {numero} | {modelo} | {status} | {valor}")
+        restantes = len(tool_result) - 10
+        if restantes > 0:
+            linhas.append(f"... e mais {restantes} pedido(s).")
+        return "\n".join(linhas)
+
     if tool_name == "agendar_revisao" and isinstance(tool_result, dict):
         placa = tool_result.get("placa", "N/A")
         data_hora = format_datetime_for_chat(tool_result.get("data_hora", "N/A"))

app/services/orchestration/turn_decision.py

@@ -11,6 +11,7 @@ TurnIntent = Literal[
     "review_cancel",
     "review_reschedule",
     "order_create",
+    "order_list",
     "order_cancel",
     "inventory_search",
     "conversation_reset",

app/services/tools/handlers.py

@@ -2,7 +2,7 @@ from typing import Any
 
 from app.services.domain.credit_service import validar_cliente_venda
 from app.services.domain.inventory_service import avaliar_veiculo_troca, consultar_estoque
-from app.services.domain.order_service import cancelar_pedido, realizar_pedido
+from app.services.domain.order_service import cancelar_pedido, listar_pedidos, realizar_pedido
 from app.services.domain.review_service import (
     agendar_revisao,
     cancelar_agendamento_revisao,
@@ -28,6 +28,7 @@ __all__ = [
     "consultar_estoque",
     "editar_data_revisao",
     "listar_agendamentos_revisao",
+    "listar_pedidos",
     "realizar_pedido",
     "validar_cliente_venda",
 ]

app/services/tools/tool_registry.py

@@ -12,6 +12,7 @@ from app.services.tools.handlers import (
     cancelar_pedido,
     editar_data_revisao,
     listar_agendamentos_revisao,
+    listar_pedidos,
     consultar_estoque,
     realizar_pedido,
     validar_cliente_venda,
@@ -27,6 +28,7 @@ HANDLERS: Dict[str, Callable] = {
     "cancelar_agendamento_revisao": cancelar_agendamento_revisao,
     "editar_data_revisao": editar_data_revisao,
     "cancelar_pedido": cancelar_pedido,
+    "listar_pedidos": listar_pedidos,
     "realizar_pedido": realizar_pedido,
 }