Restructure omni services and add Chatwoot research snapshot

research/chatwoot/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('tool_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)
+    # post the reason as a private note
+    conversation.messages.create!(
+      message_type: :outgoing,
+      private: true,
+      sender: @assistant,
+      account: conversation.account,
+      inbox: conversation.inbox,
+      content: reason
+    )
+
+    # Trigger the bot handoff (sets status to open + dispatches events)
+    conversation.bot_handoff!
+
+    # Send out of office message if applicable (since template messages were suppressed while Captain was handling)
+    send_out_of_office_message_if_applicable(conversation)
+  end
+
+  def send_out_of_office_message_if_applicable(conversation)
+    # Campaign conversations should never receive OOO templates — the campaign itself
+    # serves as the initial outreach, and OOO would be confusing in that context.
+    return if conversation.campaign.present?
+
+    ::MessageTemplates::Template::OutOfOffice.perform_if_applicable(conversation)
+  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