feat: Send to queue while supporting default agent (RocketChat#36617)

Author: KevLehman

.changeset/few-dryers-repeat.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/model-typings": patch
+"@rocket.chat/models": patch
+---
+
+Allows agents to set a default agent when the chat being transferred ends up in the queue

apps/meteor/app/livechat/server/lib/Helper.ts

@@ -657,7 +657,7 @@ export const forwardRoomToDepartment = async (room: IOmnichannelRoom, guest: ILi
 			isWaitingQueueEnabled,
 		});
 		await saveTransferHistory(room, transferData);
-		return RoutingManager.unassignAgent(inquiry, departmentId, true);
+		return RoutingManager.unassignAgent(inquiry, departmentId, true, agent);
 	}
 
 	// Fake the department to forward the inquiry - Case the forward process does not success

apps/meteor/app/livechat/server/lib/RoutingManager.ts

@@ -48,7 +48,12 @@ type Routing = {
 		options?: { clientAction?: boolean; forwardingToDepartment?: { oldDepartmentId?: string; transferData?: any } },
 		room?: IOmnichannelRoom,
 	): Promise<(IOmnichannelRoom & { chatQueued?: boolean }) | null | void>;
-	unassignAgent(inquiry: ILivechatInquiryRecord, departmentId?: string, shouldQueue?: boolean): Promise<boolean>;
+	unassignAgent(
+		inquiry: ILivechatInquiryRecord,
+		departmentId?: string,
+		shouldQueue?: boolean,
+		agent?: SelectedAgent | null,
+	): Promise<boolean>;
 	takeInquiry(
 		inquiry: Omit<
 			ILivechatInquiryRecord,
@@ -157,11 +162,19 @@ export const RoutingManager: Routing = {
 		return { inquiry, user };
 	},
 
-	async unassignAgent(inquiry, departmentId, shouldQueue = false) {
+	async unassignAgent(inquiry, departmentId, shouldQueue = false, defaultAgent?: SelectedAgent | null) {
 		const { rid, department } = inquiry;
 		const room = await LivechatRooms.findOneById(rid);
 
-		logger.debug(`Removing assignations of inquiry ${inquiry._id}`);
+		logger.debug({
+			msg: 'Removing assignations of inquiry',
+			inquiryId: inquiry._id,
+			departmentId,
+			room: { _id: room?._id, open: room?.open, servedBy: room?.servedBy },
+			shouldQueue,
+			defaultAgent,
+		});
+
 		if (!room?.open) {
 			logger.debug(`Cannot unassign agent from inquiry ${inquiry._id}: Room already closed`);
 			return false;
@@ -187,7 +200,7 @@ export const RoutingManager: Routing = {
 		}
 
 		if (shouldQueue) {
-			const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id, room.lastMessage);
+			const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id, room.lastMessage, defaultAgent);
 			if (queuedInquiry) {
 				inquiry = queuedInquiry;
 				void notifyOnLivechatInquiryChanged(inquiry, 'updated', {

apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts

@@ -1278,6 +1278,44 @@ describe('LIVECHAT - rooms', () => {
 			]);
 		});
 
+		(IS_EE ? it : it.skip)(
+			'when manager forwards to department & passes an agent on the request while waiting queue is active, the inquiry should be set to the queue with default agent',
+			async () => {
+				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+				const { department: forwardToOfflineDepartment, agent: onlineAgent } = await createDepartmentWithAnOnlineAgent();
+				await updateSetting('Livechat_waiting_queue', true);
+
+				const newVisitor = await createVisitor(initialDepartment._id);
+				const newRoom = await createLivechatRoom(newVisitor.token);
+
+				const manager = await createUser();
+				const managerCredentials = await login(manager.username, password);
+				await createManager(manager.username);
+
+				await request.post(api('livechat/room.forward')).set(managerCredentials).send({
+					roomId: newRoom._id,
+					departmentId: forwardToOfflineDepartment._id,
+					userId: onlineAgent.user._id,
+					clientAction: true,
+					comment: 'test comment',
+				});
+
+				const inquiry = await fetchInquiry(newRoom._id);
+
+				expect(inquiry).to.have.property('status', 'queued');
+				expect(inquiry)
+					.to.have.property('defaultAgent')
+					.to.deep.equal({ agentId: onlineAgent.user._id, username: onlineAgent.user.username });
+
+				await Promise.all([
+					updateSetting('Livechat_waiting_queue', false),
+					deleteDepartment(initialDepartment._id),
+					deleteDepartment(forwardToOfflineDepartment._id),
+					closeOmnichannelRoom(newRoom._id),
+				]);
+			},
+		);
+
 		(IS_EE ? it : it.skip)(
 			'when manager forward to offline (agent away, accept when agent idle off) department the inquiry should be set to the queue',
 			async () => {

packages/model-typings/src/models/ILivechatInquiryModel.ts

@@ -1,4 +1,4 @@
-import type { IMessage, ILivechatInquiryRecord, LivechatInquiryStatus } from '@rocket.chat/core-typings';
+import type { IMessage, ILivechatInquiryRecord, LivechatInquiryStatus, SelectedAgent } from '@rocket.chat/core-typings';
 import type { FindOptions, Document, UpdateResult, DeleteResult, FindCursor, DeleteOptions, AggregateOptions } from 'mongodb';
 
 import type { IBaseModel } from './IBaseModel';
@@ -33,7 +33,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
 	getQueuedInquiries(options?: FindOptions<ILivechatInquiryRecord>): FindCursor<ILivechatInquiryRecord>;
 	takeInquiry(inquiryId: string): Promise<void>;
 	openInquiry(inquiryId: string): Promise<UpdateResult>;
-	queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null>;
+	queueInquiry(inquiryId: string, lastMessage?: IMessage, defaultAgent?: SelectedAgent | null): Promise<ILivechatInquiryRecord | null>;
 	queueInquiryAndRemoveDefaultAgent(inquiryId: string): Promise<UpdateResult>;
 	readyInquiry(inquiryId: string): Promise<UpdateResult>;
 	changeDepartmentIdByRoomId(rid: string, department: string): Promise<UpdateResult>;

packages/models/src/models/LivechatInquiry.ts

@@ -1,4 +1,10 @@
-import type { ILivechatInquiryRecord, IMessage, RocketChatRecordDeleted, ILivechatPriority } from '@rocket.chat/core-typings';
+import type {
+	ILivechatInquiryRecord,
+	IMessage,
+	RocketChatRecordDeleted,
+	ILivechatPriority,
+	SelectedAgent,
+} from '@rocket.chat/core-typings';
 import { LivechatInquiryStatus } from '@rocket.chat/core-typings';
 import type { ILivechatInquiryModel } from '@rocket.chat/model-typings';
 import type {
@@ -331,7 +337,11 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
 		);
 	}
 
-	async queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null> {
+	async queueInquiry(
+		inquiryId: string,
+		lastMessage?: IMessage,
+		defaultAgent?: SelectedAgent | null,
+	): Promise<ILivechatInquiryRecord | null> {
 		return this.findOneAndUpdate(
 			{
 				_id: inquiryId,
@@ -341,6 +351,7 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
 					status: LivechatInquiryStatus.QUEUED,
 					queuedAt: new Date(),
 					...(lastMessage && { lastMessage }),
+					...(defaultAgent && { defaultAgent }),
 				},
 				$unset: { takenAt: 1 },
 			},