feat: captain decides if conversation should be resolved or kept open (#13336)

# Pull Request Template

## Description

captain decides if conversation should be resolved or open

Fixes
https://linear.app/chatwoot/issue/AI-91/make-captain-resolution-time-configurable

Update: Added 2 entries in reporting events:
`conversation_captain_handoff` and `conversation_captain_resolved`

## Type of change

Please delete options that are not relevant.

- [x] New feature (non-breaking change which adds functionality)
- [x] This change requires a documentation update

## How Has This Been Tested?

Please describe the tests that you ran to verify your changes. Provide
instructions so we can reproduce. Please also list any relevant details
for your test configuration.

LLM call decides that conversation is resolved, drops a private note
<img width="1228" height="438" alt="image"
src="https://github.com/user-attachments/assets/fb2cf1e9-4b2b-458b-a1e2-45c53d6a0158"
/>

LLM call decides conversation is still open as query was not resolved
<img width="1215" height="573" alt="image"
src="https://github.com/user-attachments/assets/2d1d5322-f567-487e-954e-11ab0798d11c"
/>


## Checklist:

- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [x] I have commented on my code, particularly in hard-to-understand
areas
- [] I have made corresponding changes to the documentation
- [x] My changes generate no new warnings
- [x] I have added tests that prove my fix is effective or that my
feature works
- [x] New and existing unit tests pass locally with my changes
- [x] Any dependent changes have been merged and published in downstream
modules

---------

Co-authored-by: Sojan Jose <sojan@pepalo.com>

enterprise/app/models/enterprise/activity_message_handler.rb

@@ -6,18 +6,30 @@ module Enterprise::ActivityMessageHandler
     key = captain_activity_key
     return unless key
 
-    I18n.t(key, user_name: Current.executed_by.name, reason: Current.captain_resolve_reason, locale: locale)
+    I18n.t(key, user_name: Current.executed_by.name, reason: captain_status_reason, locale: locale)
   end
 
   private
 
+  def captain_status_reason
+    captain_activity_reason.presence
+  end
+
   def captain_activity_key
-    if resolved? && Current.captain_resolve_reason.present?
-      'conversations.activity.captain.resolved_by_tool'
-    elsif resolved?
-      'conversations.activity.captain.resolved'
-    elsif open?
-      'conversations.activity.captain.open'
-    end
+    return captain_resolved_activity_key if resolved?
+    return captain_open_activity_key if open?
+  end
+
+  def captain_resolved_activity_key
+    return 'conversations.activity.captain.resolved_by_tool' if captain_activity_reason_type == :tool && captain_status_reason.present?
+    return 'conversations.activity.captain.resolved_with_reason' if captain_status_reason.present?
+
+    'conversations.activity.captain.resolved'
+  end
+
+  def captain_open_activity_key
+    return 'conversations.activity.captain.open_with_reason' if captain_status_reason.present?
+
+    'conversations.activity.captain.open'
   end
 end

enterprise/app/models/enterprise/conversation.rb

@@ -1,8 +1,30 @@
 module Enterprise::Conversation
+  attr_accessor :captain_activity_reason, :captain_activity_reason_type
+
+  def dispatch_captain_inference_resolved_event
+    dispatch_captain_inference_event(Events::Types::CONVERSATION_CAPTAIN_INFERENCE_RESOLVED)
+  end
+
+  def dispatch_captain_inference_handoff_event
+    dispatch_captain_inference_event(Events::Types::CONVERSATION_CAPTAIN_INFERENCE_HANDOFF)
+  end
+
   def list_of_keys
     super + %w[sla_policy_id]
   end
 
+  def with_captain_activity_context(reason:, reason_type:)
+    previous_reason = captain_activity_reason
+    previous_reason_type = captain_activity_reason_type
+
+    self.captain_activity_reason = reason
+    self.captain_activity_reason_type = reason_type
+    yield
+  ensure
+    self.captain_activity_reason = previous_reason
+    self.captain_activity_reason_type = previous_reason_type
+  end
+
   # Include select additional_attributes keys (call related) for update events
   def allowed_keys?
     return true if super
@@ -13,4 +35,10 @@ module Enterprise::Conversation
     changed_attr_keys = attrs_change[1].keys
     changed_attr_keys.intersect?(%w[call_status])
   end
+
+  private
+
+  def dispatch_captain_inference_event(event_name)
+    dispatcher_dispatch(event_name)
+  end
 end