Skip to content

Commit 331d301

Browse files
dionisio-bot[bot]KevLehman
dionisio-bot[bot]
and
KevLehman
authored
fix: Allow bot agents to skip the queue (#35058)
Co-authored-by: Kevin Aleman <11577696+KevLehman@users.noreply.github.com>
1 parent c16bcdf commit 331d301

File tree

3 files changed

+191
-1
lines changed

3 files changed

+191
-1
lines changed

‎.changeset/silly-emus-remain.md‎

Lines changed: 5 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -0,0 +1,5 @@
1+
---
2+
"@rocket.chat/meteor": patch
3+
---
4+
5+
Fixes a behavior in Omnichannel that was causing bot agents to be waiting in the queue, when they should always skip it.

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

Lines changed: 6 additions & 1 deletion
Original file line numberDiff line numberDiff line change
@@ -131,6 +131,11 @@ export class QueueManager {
131131
return LivechatInquiryStatus.QUEUED;
132132
}
133133

134+
// bots should be able to skip the queue and the routing check
135+
if (agent && (await allowAgentSkipQueue(agent))) {
136+
return LivechatInquiryStatus.READY;
137+
}
138+
134139
if (settings.get('Livechat_waiting_queue')) {
135140
return LivechatInquiryStatus.QUEUED;
136141
}
@@ -139,7 +144,7 @@ export class QueueManager {
139144
return LivechatInquiryStatus.READY;
140145
}
141146

142-
if (!agent || !(await allowAgentSkipQueue(agent))) {
147+
if (!agent) {
143148
return LivechatInquiryStatus.QUEUED;
144149
}
145150

‎apps/meteor/tests/end-to-end/api/livechat/24-routing.ts‎

Lines changed: 180 additions & 0 deletions
Original file line numberDiff line numberDiff line change
@@ -26,6 +26,186 @@ import { IS_EE } from '../../../e2e/config/constants';
2626
await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
2727
});
2828

29+
// Basically: if there's a bot in the department, it should be assigned to the conversation
30+
// No matter what settings workspace has in, as long as the setting to assign new conversations to bots is enabled
31+
describe('Bots - Manual selection', () => {
32+
let botUser: { user: IUser; credentials: Credentials };
33+
let testDepartment: ILivechatDepartment;
34+
let testDepartment2: ILivechatDepartment;
35+
before(async () => {
36+
const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
37+
const credentials = await login(bot.username, password);
38+
39+
botUser = { user: bot, credentials };
40+
});
41+
before(async () => {
42+
testDepartment = await createDepartment([{ agentId: botUser.user._id }]);
43+
testDepartment2 = await createDepartment();
44+
await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
45+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
46+
await updateSetting('Livechat_accept_chats_with_no_agents', true);
47+
});
48+
49+
after(async () => {
50+
await deleteUser(botUser.user);
51+
await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
52+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
53+
await updateSetting('Livechat_accept_chats_with_no_agents', false);
54+
});
55+
56+
it('should assign conversation to bot', async () => {
57+
const visitor = await createVisitor(testDepartment._id);
58+
const room = await createLivechatRoom(visitor.token);
59+
60+
const roomInfo = await getLivechatRoomInfo(room._id);
61+
62+
expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
63+
});
64+
it('should not assign conversation to bot if department has no bots', async () => {
65+
const visitor = await createVisitor(testDepartment2._id);
66+
const room = await createLivechatRoom(visitor.token);
67+
68+
expect(room.servedBy).to.be.undefined;
69+
});
70+
71+
describe('with setting disabled', () => {
72+
before(async () => {
73+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
74+
});
75+
after(async () => {
76+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
77+
});
78+
79+
it('should not assign conversation to bot', async () => {
80+
const visitor = await createVisitor(testDepartment._id);
81+
const room = await createLivechatRoom(visitor.token);
82+
83+
expect(room.servedBy).to.be.undefined;
84+
});
85+
});
86+
});
87+
88+
describe('Bots - Auto selection', () => {
89+
let botUser: { user: IUser; credentials: Credentials };
90+
let otherUser: { user: IUser; credentials: Credentials };
91+
let testDepartment: ILivechatDepartment;
92+
let testDepartment2: ILivechatDepartment;
93+
before(async () => {
94+
const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
95+
const credentials = await login(bot.username, password);
96+
97+
const other = await createUser({ roles: ['livechat-agent'] });
98+
const otherCredentials = await login(other.username, password);
99+
100+
await makeAgentAvailable(otherCredentials);
101+
102+
botUser = { user: bot, credentials };
103+
otherUser = { user: other, credentials: otherCredentials };
104+
});
105+
before(async () => {
106+
testDepartment = await createDepartment([{ agentId: botUser.user._id }, { agentId: otherUser.user._id }]);
107+
testDepartment2 = await createDepartment();
108+
await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
109+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
110+
await updateSetting('Livechat_accept_chats_with_no_agents', true);
111+
});
112+
113+
after(async () => {
114+
await deleteUser(botUser.user);
115+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
116+
await updateSetting('Livechat_accept_chats_with_no_agents', false);
117+
});
118+
119+
it('should assign conversation to bot', async () => {
120+
const visitor = await createVisitor(testDepartment._id);
121+
const room = await createLivechatRoom(visitor.token);
122+
123+
const roomInfo = await getLivechatRoomInfo(room._id);
124+
125+
expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
126+
});
127+
it('should not assign conversation to bot if department has no bots', async () => {
128+
const visitor = await createVisitor(testDepartment2._id);
129+
const room = await createLivechatRoom(visitor.token);
130+
131+
expect(room.servedBy).to.be.undefined;
132+
});
133+
134+
describe('with setting disabled', () => {
135+
before(async () => {
136+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
137+
});
138+
after(async () => {
139+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
140+
});
141+
142+
it('should not assign conversation to bot', async () => {
143+
const visitor = await createVisitor(testDepartment._id);
144+
const room = await createLivechatRoom(visitor.token);
145+
146+
expect(room.servedBy?._id).to.be.equal(otherUser.user._id);
147+
});
148+
});
149+
});
150+
151+
describe('Bots - Auto selection & Waiting queue', () => {
152+
let botUser: { user: IUser; credentials: Credentials };
153+
let testDepartment: ILivechatDepartment;
154+
let testDepartment2: ILivechatDepartment;
155+
before(async () => {
156+
const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
157+
const credentials = await login(bot.username, password);
158+
159+
botUser = { user: bot, credentials };
160+
});
161+
before(async () => {
162+
testDepartment = await createDepartment([{ agentId: botUser.user._id }]);
163+
testDepartment2 = await createDepartment();
164+
await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
165+
await updateSetting('Livechat_waiting_queue', true);
166+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
167+
await updateSetting('Livechat_accept_chats_with_no_agents', true);
168+
});
169+
170+
after(async () => {
171+
await deleteUser(botUser.user);
172+
await updateSetting('Livechat_waiting_queue', false);
173+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
174+
await updateSetting('Livechat_accept_chats_with_no_agents', false);
175+
});
176+
177+
it('should assign conversation to bot', async () => {
178+
const visitor = await createVisitor(testDepartment._id);
179+
const room = await createLivechatRoom(visitor.token);
180+
181+
const roomInfo = await getLivechatRoomInfo(room._id);
182+
183+
expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
184+
});
185+
it('should not assign conversation to bot if department has no bots', async () => {
186+
const visitor = await createVisitor(testDepartment2._id);
187+
const room = await createLivechatRoom(visitor.token);
188+
189+
expect(room.servedBy).to.be.undefined;
190+
});
191+
192+
describe('with setting disabled', () => {
193+
before(async () => {
194+
await updateSetting('Livechat_assign_new_conversation_to_bot', false);
195+
});
196+
after(async () => {
197+
await updateSetting('Livechat_assign_new_conversation_to_bot', true);
198+
});
199+
200+
it('should not assign conversation to bot', async () => {
201+
const visitor = await createVisitor(testDepartment._id);
202+
const room = await createLivechatRoom(visitor.token);
203+
204+
expect(room.servedBy).to.be.undefined;
205+
});
206+
});
207+
});
208+
29209
describe('Auto-Selection', () => {
30210
before(async () => {
31211
await updateSetting('Livechat_Routing_Method', 'Auto_Selection');

0 commit comments

Comments
 (0)