fix: New livechat conversations are not assigned to contact manager (#34210)

Author: matheusbsilva137

.changeset/popular-cameras-grin.md

@@ -0,0 +1,6 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/model-typings": patch
+---
+
+Fixes livechat conversations not being assigned to the contact manager even when the "Assign new conversations to the contact manager" setting is enabled

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

@@ -357,7 +357,12 @@ class LivechatClass {
 			throw new Error('error-contact-channel-blocked');
 		}
 
-		const defaultAgent = await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, visitor);
+		const defaultAgent =
+			agent ??
+			(await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, {
+				visitorId: visitor._id,
+				source: roomInfo.source,
+			}));
 		// if no department selected verify if there is at least one active and pick the first
 		if (!defaultAgent && !visitor.department) {
 			const department = await getRequiredDepartment();

apps/meteor/ee/app/livechat-enterprise/server/hooks/handleNextAgentPreferredEvents.ts

@@ -1,29 +1,33 @@
 import type { IUser, SelectedAgent } from '@rocket.chat/core-typings';
-import { LivechatVisitors, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
+import { LivechatVisitors, LivechatContacts, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
 
 import { notifyOnLivechatInquiryChanged } from '../../../../../app/lib/server/lib/notifyListener';
 import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { migrateVisitorIfMissingContact } from '../../../../../app/livechat/server/lib/contacts/migrateVisitorIfMissingContact';
 import { settings } from '../../../../../app/settings/server';
 import { callbacks } from '../../../../../lib/callbacks';
 
 let contactManagerPreferred = false;
 let lastChattedAgentPreferred = false;
 
-const normalizeDefaultAgent = (agent?: Pick<IUser, '_id' | 'username'> | null): SelectedAgent | null => {
+const normalizeDefaultAgent = (agent?: Pick<IUser, '_id' | 'username'> | null): SelectedAgent | undefined => {
 	if (!agent) {
-		return null;
+		return undefined;
 	}
 
 	const { _id: agentId, username } = agent;
 	return { agentId, username };
 };
 
-const getDefaultAgent = async (username?: string): Promise<SelectedAgent | null> => {
-	if (!username) {
-		return null;
+const getDefaultAgent = async ({ username, id }: { username?: string; id?: string }): Promise<SelectedAgent | undefined> => {
+	if (!username && !id) {
+		return undefined;
 	}
 
-	return normalizeDefaultAgent(await Users.findOneOnlineAgentByUserList(username, { projection: { _id: 1, username: 1 } }));
+	if (id) {
+		return normalizeDefaultAgent(await Users.findOneOnlineAgentById(id, undefined, { projection: { _id: 1, username: 1 } }));
+	}
+	return normalizeDefaultAgent(await Users.findOneOnlineAgentByUserList(username || [], { projection: { _id: 1, username: 1 } }));
 };
 
 settings.watch<boolean>('Livechat_last_chatted_agent_routing', (value) => {
@@ -88,30 +92,32 @@ settings.watch<boolean>('Omnichannel_contact_manager_routing', (value) => {
 
 callbacks.add(
 	'livechat.checkDefaultAgentOnNewRoom',
-	async (defaultAgent, defaultGuest) => {
-		if (defaultAgent || !defaultGuest) {
+	async (defaultAgent, { visitorId, source } = {}) => {
+		if (defaultAgent || !visitorId || !source) {
 			return defaultAgent;
 		}
 
-		const { _id: guestId } = defaultGuest;
-		const guest = await LivechatVisitors.findOneEnabledById(guestId, {
+		const guest = await LivechatVisitors.findOneEnabledById(visitorId, {
 			projection: { lastAgent: 1, token: 1, contactManager: 1 },
 		});
 		if (!guest) {
-			return defaultAgent;
+			return undefined;
 		}
 
-		const { lastAgent, token, contactManager } = guest;
-		const guestManager = contactManager?.username && contactManagerPreferred && getDefaultAgent(contactManager?.username);
+		const contactId = await migrateVisitorIfMissingContact(visitorId, source);
+		const contact = contactId ? await LivechatContacts.findOneById(contactId, { projection: { contactManager: 1 } }) : undefined;
+
+		const guestManager = contactManagerPreferred && (await getDefaultAgent({ id: contact?.contactManager }));
 		if (guestManager) {
 			return guestManager;
 		}
 
 		if (!lastChattedAgentPreferred) {
-			return defaultAgent;
+			return undefined;
 		}
 
-		const guestAgent = lastAgent?.username && getDefaultAgent(lastAgent?.username);
+		const { lastAgent, token } = guest;
+		const guestAgent = await getDefaultAgent({ username: lastAgent?.username });
 		if (guestAgent) {
 			return guestAgent;
 		}
@@ -120,19 +126,19 @@ callbacks.add(
 			projection: { servedBy: 1 },
 		});
 		if (!room?.servedBy) {
-			return defaultAgent;
+			return undefined;
 		}
 
 		const {
 			servedBy: { username: usernameByRoom },
 		} = room;
 		if (!usernameByRoom) {
-			return defaultAgent;
+			return undefined;
 		}
 		const lastRoomAgent = normalizeDefaultAgent(
 			await Users.findOneOnlineAgentByUserList(usernameByRoom, { projection: { _id: 1, username: 1 } }),
 		);
-		return lastRoomAgent ?? defaultAgent;
+		return lastRoomAgent;
 	},
 	callbacks.priority.MEDIUM,
 	'livechat-check-default-agent-new-room',

apps/meteor/lib/callbacks.ts

@@ -24,6 +24,7 @@ import type {
 	IOmnichannelRoomInfo,
 	IOmnichannelInquiryExtraData,
 	IOmnichannelRoomExtraData,
+	IOmnichannelSource,
 } from '@rocket.chat/core-typings';
 import type { Updater } from '@rocket.chat/models';
 import type { FilterOperators } from 'mongodb';
@@ -118,7 +119,10 @@ type ChainedCallbackSignatures = {
 	) => Promise<T>;
 
 	'livechat.beforeRouteChat': (inquiry: ILivechatInquiryRecord, agent?: { agentId: string; username: string }) => ILivechatInquiryRecord;
-	'livechat.checkDefaultAgentOnNewRoom': (agent: SelectedAgent, visitor?: ILivechatVisitor) => SelectedAgent | null;
+	'livechat.checkDefaultAgentOnNewRoom': (
+		defaultAgent?: SelectedAgent,
+		params?: { visitorId?: string; source?: IOmnichannelSource },
+	) => SelectedAgent | undefined;
 
 	'livechat.onLoadForwardDepartmentRestrictions': (params: { departmentId: string }) => Record<string, unknown>;
 

apps/meteor/server/models/raw/Users.js

@@ -1657,11 +1657,11 @@ export class UsersRaw extends BaseRaw {
 		return this.findOne(query);
 	}
 
-	findOneOnlineAgentById(_id, isLivechatEnabledWhenAgentIdle) {
+	findOneOnlineAgentById(_id, isLivechatEnabledWhenAgentIdle, options) {
 		// TODO: Create class Agent
 		const query = queryStatusAgentOnline({ _id }, isLivechatEnabledWhenAgentIdle);
 
-		return this.findOne(query);
+		return this.findOne(query, options);
 	}
 
 	findAgents() {

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

@@ -1,9 +1,11 @@
+import { faker } from '@faker-js/faker';
 import type { Credentials } from '@rocket.chat/api-client';
-import { UserStatus, type ILivechatDepartment, type IUser } from '@rocket.chat/core-typings';
+import { UserStatus } from '@rocket.chat/core-typings';
+import type { ILivechatDepartment, IUser } from '@rocket.chat/core-typings';
 import { expect } from 'chai';
 import { after, before, describe, it } from 'mocha';
 
-import { getCredentials, request, api } from '../../../data/api-data';
+import { getCredentials, request, api, credentials } from '../../../data/api-data';
 import {
 	createAgent,
 	makeAgentAvailable,
@@ -33,7 +35,9 @@ import { IS_EE } from '../../../e2e/config/constants';
 
 		let testUser: { user: IUser; credentials: Credentials };
 		let testUser2: { user: IUser; credentials: Credentials };
+		let testUser3: { user: IUser; credentials: Credentials };
 		let testDepartment: ILivechatDepartment;
+		let visitorEmail: string;
 
 		before(async () => {
 			const user = await createUser();
@@ -60,14 +64,43 @@ import { IS_EE } from '../../../e2e/config/constants';
 		});
 
 		before(async () => {
-			testDepartment = await createDepartment([{ agentId: testUser.user._id }]);
+			const user = await createUser();
+			await createAgent(user.username);
+			const credentials3 = await login(user.username, password);
+			await makeAgentAvailable(credentials3);
+
+			testUser3 = {
+				user,
+				credentials: credentials3,
+			};
 		});
 
-		after(async () => {
-			await deleteUser(testUser.user);
-			await deleteUser(testUser2.user);
+		before(async () => {
+			testDepartment = await createDepartment([{ agentId: testUser.user._id }, { agentId: testUser3.user._id }]);
+			await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+
+			const visitorName = faker.person.fullName();
+			visitorEmail = faker.internet.email().toLowerCase();
+			await request
+				.post(api('omnichannel/contacts'))
+				.set(credentials)
+				.send({
+					name: visitorName,
+					emails: [visitorEmail],
+					phones: [],
+					contactManager: testUser3.user._id,
+				});
 		});
 
+		after(async () =>
+			Promise.all([
+				deleteUser(testUser.user),
+				deleteUser(testUser2.user),
+				deleteUser(testUser3.user),
+				updateSetting('Livechat_assign_new_conversation_to_bot', false),
+			]),
+		);
+
 		it('should route a room to an available agent', async () => {
 			const visitor = await createVisitor(testDepartment._id);
 			const room = await createLivechatRoom(visitor.token);
@@ -91,9 +124,24 @@ import { IS_EE } from '../../../e2e/config/constants';
 			expect(roomInfo.servedBy).to.be.an('object');
 			expect(roomInfo.servedBy?._id).to.not.be.equal(testUser2.user._id);
 		});
+		(IS_EE ? it : it.skip)(
+			'should route to contact manager if it is online and Livechat_assign_new_conversation_to_bot is enabled',
+			async () => {
+				const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
+				const room = await createLivechatRoom(visitor.token);
+
+				await sleep(5000);
+
+				const roomInfo = await getLivechatRoomInfo(room._id);
+
+				expect(roomInfo.servedBy).to.be.an('object');
+				expect(roomInfo.servedBy?._id).to.be.equal(testUser3.user._id);
+			},
+		);
 		it('should fail to start a conversation if there is noone available and Livechat_accept_chats_with_no_agents is false', async () => {
 			await updateSetting('Livechat_accept_chats_with_no_agents', false);
 			await makeAgentUnavailable(testUser.credentials);
+			await makeAgentUnavailable(testUser3.credentials);
 
 			const visitor = await createVisitor(testDepartment._id);
 			const { body } = await request.get(api('livechat/room')).query({ token: visitor.token }).expect(400);
@@ -147,6 +195,21 @@ import { IS_EE } from '../../../e2e/config/constants';
 			const roomInfo = await getLivechatRoomInfo(room._id);
 			expect(roomInfo.servedBy).to.be.undefined;
 		});
+		(IS_EE ? it : it.skip)(
+			'should route to another available agent if contact manager is unavailable and Livechat_assign_new_conversation_to_bot is enabled',
+			async () => {
+				await makeAgentAvailable(testUser.credentials);
+				const visitor = await createVisitor(testDepartment._id, faker.person.fullName(), visitorEmail);
+				const room = await createLivechatRoom(visitor.token);
+
+				await sleep(5000);
+
+				const roomInfo = await getLivechatRoomInfo(room._id);
+
+				expect(roomInfo.servedBy).to.be.an('object');
+				expect(roomInfo.servedBy?._id).to.be.equal(testUser.user._id);
+			},
+		);
 	});
 	describe('Load Balancing', () => {
 		before(async () => {

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

@@ -263,7 +263,11 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	findOnlineAgents(agentId?: string): FindCursor<ILivechatAgent>;
 	countOnlineAgents(agentId: string): Promise<number>;
 	findOneBotAgent(): Promise<ILivechatAgent | null>;
-	findOneOnlineAgentById(agentId: string, isLivechatEnabledWhenAgentIdle?: boolean): Promise<ILivechatAgent | null>;
+	findOneOnlineAgentById(
+		agentId: string,
+		isLivechatEnabledWhenAgentIdle?: boolean,
+		options?: FindOptions<IUser>,
+	): Promise<ILivechatAgent | null>;
 	findAgents(): FindCursor<ILivechatAgent>;
 	countAgents(): Promise<number>;
 	getNextAgent(ignoreAgentId?: string, extraQuery?: Filter<IUser>): Promise<{ agentId: string; username: string } | null>;