70 lines
2.8 KiB
Ruby
Executable File
70 lines
2.8 KiB
Ruby
Executable File
class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
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description 'Hand off the conversation to a human agent when unable to assist further'
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param :reason, type: 'string', desc: 'The reason why handoff is needed (optional)', required: false
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def perform(tool_context, reason: nil)
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conversation = find_conversation(tool_context.state)
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return 'Conversation not found' unless conversation
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# Log the handoff with reason
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log_tool_usage('tool_handoff', {
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conversation_id: conversation.id,
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reason: reason || 'Agent requested handoff'
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})
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# Use existing handoff mechanism from ResponseBuilderJob
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trigger_handoff(conversation, reason)
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"Conversation handed off to human support team#{" (Reason: #{reason})" if reason}"
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rescue StandardError => e
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ChatwootExceptionTracker.new(e).capture_exception
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'Failed to handoff conversation'
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end
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private
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def trigger_handoff(conversation, reason)
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# post the reason as a private note
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conversation.messages.create!(
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message_type: :outgoing,
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private: true,
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sender: @assistant,
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account: conversation.account,
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inbox: conversation.inbox,
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content: reason || 'Solicitação de atendimento humano'
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)
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# Trigger the bot handoff (sets status to open + dispatches events)
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# [FIX] Using 'pausar_ia' instead of 'desligar_ia' to avoid Automation Rule Loop.
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conversation.open!
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conversation.account.labels.find_or_create_by!(title: 'pausar_ia') do |label|
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label.description = 'Pausa a IA e evita loops de regras externas'
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label.color = '#f59e0b' # Orange
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label.show_on_sidebar = true
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end
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conversation.add_labels(['pausar_ia'])
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# Optional: Dispatch generic update event if needed, but avoiding BOT_HANDOFF to be safe.
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conversation.save!
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# Send out of office message if applicable (since template messages were suppressed while Captain was handling)
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send_out_of_office_message_if_applicable(conversation)
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end
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def send_out_of_office_message_if_applicable(conversation)
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::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
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end
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# TODO: Future enhancement - Add team assignment capability
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# This tool could be enhanced to:
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# 1. Accept team_id parameter for routing to specific teams
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# 2. Set conversation priority based on handoff reason
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# 3. Add metadata for intelligent agent assignment
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# 4. Support escalation levels (L1 -> L2 -> L3)
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#
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# Example future signature:
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# param :team_id, type: 'string', desc: 'ID of team to assign conversation to', required: false
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# param :priority, type: 'string', desc: 'Priority level (low/medium/high/urgent)', required: false
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# param :escalation_level, type: 'string', desc: 'Support level (L1/L2/L3)', required: false
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end
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