[NEW] Assign new Livechat conversations to bot agents first (#15317)

* Add a new setting to allow routing new Livechat conversations to Bot Agents first.

* Removed invalid console.log.

app/livechat/server/config.js

@@ -398,6 +398,14 @@ Meteor.startup(function() {
 		i18nDescription: 'Accept_incoming_livechat_requests_even_if_there_are_no_online_agents',
 	});
 
+	settings.add('Livechat_assign_new_conversation_to_bot', false, {
+		type: 'boolean',
+		group: 'Livechat',
+		section: 'Routing',
+		i18nLabel: 'Assign_new_conversations_to_bot_agent',
+		i18nDescription: 'Assign_new_conversations_to_bot_agent_description',
+	});
+
 	settings.add('Livechat_guest_pool_max_number_incoming_livechats_displayed', 0, {
 		type: 'int',
 		group: 'Livechat',

app/livechat/server/hooks/beforeGetNextAgent.js

@@ -0,0 +1,16 @@
+
+import { callbacks } from '../../../callbacks';
+import { settings } from '../../../settings';
+import { Users, LivechatDepartmentAgents } from '../../../models';
+
+callbacks.add('livechat.beforeGetNextAgent', (department) => {
+	if (!settings.get('Livechat_assign_new_conversation_to_bot')) {
+		return null;
+	}
+
+	if (department) {
+		return LivechatDepartmentAgents.getNextBotForDepartment(department);
+	}
+
+	return Users.getNextBotAgent();
+}, callbacks.priority.HIGH, 'livechat-before-get-next-agent');

app/livechat/server/index.js

@@ -6,6 +6,7 @@ import './permissions';
 import '../lib/messageTypes';
 import './config';
 import './roomType';
+import './hooks/beforeGetNextAgent';
 import './hooks/externalMessage';
 import './hooks/leadCapture';
 import './hooks/markRoomResponded';

app/livechat/server/lib/Livechat.js

@@ -48,12 +48,23 @@ export const Livechat = {
 	}),
 
 	online() {
+		if (settings.get('Livechat_accept_chats_with_no_agents')) {
+			return true;
+		}
+
+		if (settings.get('Livechat_assign_new_conversation_to_bot')) {
+			const botAgents = Livechat.getBotAgents();
+			if (botAgents && botAgents.count() > 0) {
+				return true;
+			}
+		}
+
 		const onlineAgents = Livechat.getOnlineAgents();
 		return (onlineAgents && onlineAgents.count() > 0) || settings.get('Livechat_accept_chats_with_no_agents');
 	},
 
 	getNextAgent(department) {
-		return RoutingManager.getMethod().getNextAgent(department);
+		return RoutingManager.getNextAgent(department);
 	},
 
 	getAgents(department) {
@@ -62,12 +73,22 @@ export const Livechat = {
 		}
 		return Users.findAgents();
 	},
+
 	getOnlineAgents(department) {
 		if (department) {
 			return LivechatDepartmentAgents.getOnlineForDepartment(department);
 		}
 		return Users.findOnlineAgents();
 	},
+
+	getBotAgents(department) {
+		if (department) {
+			return LivechatDepartmentAgents.getBotsForDepartment(department);
+		}
+
+		return Users.findBotAgents();
+	},
+
 	getRequiredDepartment(onlineRequired = true) {
 		const departments = LivechatDepartment.findEnabledWithAgents();
 

app/livechat/server/lib/QueueManager.js

@@ -36,7 +36,7 @@ export const QueueManager = {
 			agent = RoutingManager.getMethod().delegateAgent(agent, inquiry);
 		}
 
-		inquiry = await callbacks.run('livechat.beforeRouteChat', inquiry);
+		inquiry = await callbacks.run('livechat.beforeRouteChat', inquiry, agent);
 		if (inquiry.status !== 'ready') {
 			return room;
 		}

app/livechat/server/lib/RoutingManager.js

@@ -35,19 +35,28 @@ export const RoutingManager = {
 		return this.getMethod().config || {};
 	},
 
+	async getNextAgent(department) {
+		let agent = callbacks.run('livechat.beforeGetNextAgent', department);
+
+		if (!agent) {
+			agent = await this.getMethod().getNextAgent(department);
+		}
+
+		return agent;
+	},
+
 	async delegateInquiry(inquiry, agent) {
 		// return Room Object
 		const { department, rid } = inquiry;
 		if (!agent || (agent.username && !Users.findOneOnlineAgentByUsername(agent.username))) {
-			agent = await this.getMethod().getNextAgent(department);
+			agent = await this.getNextAgent(department);
 		}
 
 		if (!agent) {
 			return LivechatRooms.findOneById(rid);
 		}
 
-		const room = this.takeInquiry(inquiry, agent);
-		return room;
+		return this.takeInquiry(inquiry, agent);
 	},
 
 	assignAgent(inquiry, agent) {

app/models/server/models/LivechatDepartmentAgents.js

@@ -12,6 +12,7 @@ export class LivechatDepartmentAgents extends Base {
 
 		this.tryEnsureIndex({ departmentId: 1 });
 		this.tryEnsureIndex({ agentId: 1 });
+		this.tryEnsureIndex({ username: 1 });
 	}
 
 	findByDepartmentId(departmentId) {
@@ -102,6 +103,67 @@ export class LivechatDepartmentAgents extends Base {
 		return this.find(query);
 	}
 
+	getBotsForDepartment(departmentId) {
+		const agents = this.findByDepartmentId(departmentId).fetch();
+
+		if (agents.length === 0) {
+			return;
+		}
+
+		const botUsers = Users.findBotAgents(_.pluck(agents, 'username'));
+		const botUsernames = _.pluck(botUsers.fetch(), 'username');
+
+		const query = {
+			departmentId,
+			username: {
+				$in: botUsernames,
+			},
+		};
+
+		return this.find(query);
+	}
+
+	getNextBotForDepartment(departmentId) {
+		const agents = this.findByDepartmentId(departmentId).fetch();
+
+		if (agents.length === 0) {
+			return;
+		}
+
+		const botUsers = Users.findBotAgents(_.pluck(agents, 'username'));
+		const botUsernames = _.pluck(botUsers.fetch(), 'username');
+
+		const query = {
+			departmentId,
+			username: {
+				$in: botUsernames,
+			},
+		};
+
+		const sort = {
+			count: 1,
+			order: 1,
+			username: 1,
+		};
+		const update = {
+			$inc: {
+				count: 1,
+			},
+		};
+
+		const collectionObj = this.model.rawCollection();
+		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
+
+		const bot = findAndModify(query, sort, update);
+		if (bot && bot.value) {
+			return {
+				agentId: bot.value.agentId,
+				username: bot.value.username,
+			};
+		}
+		return null;
+	}
+
 	findUsersInQueue(usersList) {
 		const query = {};
 

app/models/server/models/Users.js

@@ -86,6 +86,31 @@ export class Users extends Base {
 		return this.find(query);
 	}
 
+	findBotAgents(usernameList) {
+		const query = {
+			roles: {
+				$all: ['bot', 'livechat-agent'],
+			},
+			...usernameList && {
+				username: {
+					$in: [].concat(usernameList),
+				},
+			},
+		};
+
+		return this.find(query);
+	}
+
+	findOneBotAgent() {
+		const query = {
+			roles: {
+				$all: ['bot', 'livechat-agent'],
+			},
+		};
+
+		return this.findOne(query);
+	}
+
 	findOneOnlineAgentByUsername(username) {
 		const query = {
 			username,
@@ -172,6 +197,37 @@ export class Users extends Base {
 		return null;
 	}
 
+	getNextBotAgent() {
+		const query = {
+			roles: {
+				$all: ['bot', 'livechat-agent'],
+			},
+		};
+
+		const collectionObj = this.model.rawCollection();
+		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
+
+		const sort = {
+			livechatCount: 1,
+			username: 1,
+		};
+
+		const update = {
+			$inc: {
+				livechatCount: 1,
+			},
+		};
+
+		const user = findAndModify(query, sort, update);
+		if (user && user.value) {
+			return {
+				agentId: user.value._id,
+				username: user.value.username,
+			};
+		}
+		return null;
+	}
+
 	setLastRoutingTime(userId) {
 		const query = {
 			_id: userId,

packages/rocketchat-i18n/i18n/en.i18n.json

@@ -391,6 +391,8 @@
   "assign-admin-role": "Assign Admin Role",
   "assign-admin-role_description": "Permission to assign the admin role to other users",
   "Assign_admin": "Assigning admin",
+  "Assign_new_conversations_to_bot_agent": "Assign new conversations to bot agent",
+  "Assign_new_conversations_to_bot_agent_description": "The routing system will attempt to find a bot agent before addressing new conversations to a human agent.",
   "assign-roles": "Assign Roles",
   "at": "at",
   "At_least_one_added_token_is_required_by_the_user": "At least one added token is required by the user",

packages/rocketchat-i18n/i18n/pt-BR.i18n.json

@@ -368,6 +368,8 @@
   "assign-admin-role": "Atribuir papel de administrador",
   "assign-admin-role_description": "Permissão para atribuir a função de administrador a outros usuários",
   "Assign_admin": "Atribuindo administrador",
+  "Assign_new_conversations_to_bot_agent": "Atribuir novas conversas para um agente bot",
+  "Assign_new_conversations_to_bot_agent_description": "O sistema de roteamento irá procurar por um agente bot antes de encaminhar novas conversas para um agente humano.",
   "assign-roles": "Atribuir papéis",
   "at": "em",
   "At_least_one_added_token_is_required_by_the_user": "Pelo menos um token adicionado é requerido pelo usuário",