fix(runtime): dispatch explicit human handoff requests without model

internal/ai/runtime/reply_trigger_service.go

@@ -4,9 +4,11 @@ import (
 	"context"
 	"fmt"
 	"log/slog"
+	"regexp"
 	"strconv"
 	"strings"
 	"time"
+	"unicode"
 
 	"code.tczkiot.com/wlw/ai-agent/contract"
 	applicationruntime "code.tczkiot.com/wlw/ai-agent/internal/ai/application/runtime"
@@ -27,6 +29,26 @@ const aiReplyInvocationToolCode = "runtime/ai_reply"
 
 const aiReplyInvocationRecoveryGrace = 30 * time.Second
 
+// Match complete commands, not mentions such as “不要转人工” or “转人工是什么意思”.
+// These requests must not depend on the model choosing to call a tool.
+var explicitHumanHandoffCommand = regexp.MustCompile(`^(请|麻烦)?(帮我|给我)?(我要|我想要|我想)?(转接|转|找|联系|接通)?(一下)?人工(客服|服务)?(谢谢|吧)?$`)
+
+func isExplicitHumanHandoffRequest(message models.Message) bool {
+	if message.SenderType != enums.IMSenderTypeCustomer || message.MessageType != enums.IMMessageTypeText {
+		return false
+	}
+	content := strings.TrimFunc(strings.TrimSpace(message.Content), func(r rune) bool {
+		return unicode.IsSpace(r) || strings.ContainsRune("。！!，,？?；;", r)
+	})
+	content = strings.Map(func(r rune) rune {
+		if unicode.IsSpace(r) {
+			return -1
+		}
+		return r
+	}, content)
+	return explicitHumanHandoffCommand.MatchString(content)
+}
+
 func (s *aiReplyService) resolveReplyTimeout(aiAgent models.AIAgent) time.Duration {
 	if aiAgent.ReplyTimeoutSeconds <= 0 {
 		return time.Duration(defaultAIReplyAsyncTimeoutSeconds) * time.Second
@@ -313,6 +335,12 @@ func (s *aiReplyService) TriggerReply(ctx context.Context, conversation models.C
 	if !IsAIAgentRolloutEligible(conversation, aiAgent, svc.ChannelService.Get(conversation.ChannelID)) {
 		return nil
 	}
+	if isExplicitHumanHandoffRequest(message) {
+		_, err := svc.ConversationHumanDispatchService.HandoffByAIWithRequestID(
+			conversation.ID, aiAgent, strings.TrimSpace(message.Content), message.RequestID,
+		)
+		return err
+	}
 	identityResolution, identityErr := resolveGuestBusinessIdentity(ctx, conversation, message)
 	if identityErr != nil || identityResolution.NeedsPrompt {
 		_, err := s.commit.CommitAIReply(replyCommitInput{