feat: add handoff tool

config/agents/tools.yml

@@ -29,3 +29,8 @@
   title: 'FAQ Lookup'
   description: 'Search FAQ responses using semantic similarity'
   icon: 'search'
+
+- id: handoff
+  title: 'Handoff to Human'
+  description: 'Hand off the conversation to a human agent'
+  icon: 'user-switch'

enterprise/lib/captain/tools/handoff_tool.rb

@@ -0,0 +1,63 @@
+class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
+  description 'Hand off the conversation to a human agent when unable to assist further'
+  param :reason, type: 'string', desc: 'The reason why handoff is needed (optional)', required: false
+
+  def perform(tool_context, reason: nil)
+    conversation = find_conversation(tool_context.state)
+    return 'Conversation not found' unless conversation
+
+    # Log the handoff with reason
+    log_tool_usage('manual_handoff', {
+                     conversation_id: conversation.id,
+                     reason: reason || 'Agent requested handoff'
+                   })
+
+    # Use existing handoff mechanism from ResponseBuilderJob
+    trigger_handoff(conversation, reason)
+
+    "Conversation handed off to human support team#{" (Reason: #{reason})" if reason}"
+  rescue StandardError => e
+    ChatwootExceptionTracker.new(e).capture_exception
+    'Failed to handoff conversation'
+  end
+
+  private
+
+  def trigger_handoff(conversation, reason)
+    # Create handoff message (using existing logic from ResponseBuilderJob)
+    handoff_message = build_handoff_message(reason)
+
+    conversation.messages.create!(
+      message_type: :outgoing,
+      account: conversation.account,
+      inbox: conversation.inbox,
+      content: handoff_message
+    )
+
+    # Trigger the bot handoff (sets status to open + dispatches events)
+    conversation.bot_handoff!
+  end
+
+  def build_handoff_message(reason)
+    base_message = @assistant.config['handoff_message'].presence ||
+                   I18n.t('conversations.messages.handoff_message')
+
+    if reason.present?
+      "#{base_message}\n\nReason: #{reason}"
+    else
+      base_message
+    end
+  end
+
+  # TODO: Future enhancement - Add team assignment capability
+  # This tool could be enhanced to:
+  # 1. Accept team_id parameter for routing to specific teams
+  # 2. Set conversation priority based on handoff reason
+  # 3. Add metadata for intelligent agent assignment
+  # 4. Support escalation levels (L1 -> L2 -> L3)
+  #
+  # Example future signature:
+  # param :team_id, type: 'string', desc: 'ID of team to assign conversation to', required: false
+  # param :priority, type: 'string', desc: 'Priority level (low/medium/high/urgent)', required: false
+  # param :escalation_level, type: 'string', desc: 'Support level (L1/L2/L3)', required: false
+end