chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent (#30527)

apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx

@@ -311,7 +311,10 @@ export const useQuickActions = (): {
 	const canSendTranscriptPDF = usePermission('request-pdf-transcript');
 	const canCloseRoom = usePermission('close-livechat-room');
 	const canCloseOthersRoom = usePermission('close-others-livechat-room');
-	const canPlaceChatOnHold = Boolean(!room.onHold && room.u && !(room as any).lastMessage?.token && manualOnHoldAllowed);
+	const restrictedOnHold = useSetting('Livechat_allow_manual_on_hold_upon_agent_engagement_only');
+	const canRoomBePlacedOnHold = !room.onHold && room.u;
+	const canAgentPlaceOnHold = !room.lastMessage?.token;
+	const canPlaceChatOnHold = Boolean(manualOnHoldAllowed && canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold));
 	const isRoomOverMacLimit = useIsRoomOverMacLimit(room);
 
 	const hasPermissionButtons = (id: string): boolean => {

apps/meteor/ee/app/livechat-enterprise/server/api/rooms.ts

@@ -15,10 +15,10 @@ API.v1.addRoute(
 		async post() {
 			const { roomId } = this.bodyParams;
 
-			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'lastMessage' | 'servedBy'>;
+			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'u' | 'lastMessage' | 'servedBy'>;
 
 			const room = await LivechatRooms.findOneById<Room>(roomId, {
-				projection: { _id: 1, t: 1, open: 1, onHold: 1, lastMessage: 1, servedBy: 1 },
+				projection: { _id: 1, t: 1, open: 1, onHold: 1, u: 1, lastMessage: 1, servedBy: 1 },
 			});
 			if (!room) {
 				throw new Error('error-invalid-room');
@@ -51,7 +51,7 @@ API.v1.addRoute(
 				throw new Error('invalid-param');
 			}
 
-			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy'>;
+			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy' | 'u' | 'lastMessage'>;
 
 			const room = await LivechatRooms.findOneById<Room>(roomId, {
 				projection: { t: 1, open: 1, onHold: 1, servedBy: 1 },

apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts

@@ -8,6 +8,7 @@ import { LivechatRooms, Subscriptions, LivechatInquiry } from '@rocket.chat/mode
 import { dispatchAgentDelegated } from '../../../../../app/livechat/server/lib/Helper';
 import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
 import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../app/settings/server';
 import { callbacks } from '../../../../../lib/callbacks';
 
 export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelEEService {
@@ -40,8 +41,12 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		if (room.onHold) {
 			throw new Error('error-room-is-already-on-hold');
 		}
-		if (room.lastMessage?.token) {
-			throw new Error('error-contact-sent-last-message-so-cannot-place-on-hold');
+		const restrictedOnHold = settings.get('Livechat_allow_manual_on_hold_upon_agent_engagement_only');
+		const canRoomBePlacedOnHold = !room.onHold;
+		const canAgentPlaceOnHold = !room.lastMessage?.token;
+		const canPlaceChatOnHold = canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold);
+		if (!canPlaceChatOnHold) {
+			throw new Error('error-cannot-place-chat-on-hold');
 		}
 		if (!room.servedBy) {
 			throw new Error('error-unserved-rooms-cannot-be-placed-onhold');

apps/meteor/ee/app/livechat-enterprise/server/settings.ts

@@ -198,6 +198,17 @@ export const createSettings = async (): Promise<void> => {
 		enableQuery: omnichannelEnabledQuery,
 	});
 
+	await settingsRegistry.add('Livechat_allow_manual_on_hold_upon_agent_engagement_only', true, {
+		type: 'boolean',
+		group: 'Omnichannel',
+		section: 'Sessions',
+		enterprise: true,
+		invalidValue: false,
+		public: true,
+		modules: ['livechat-enterprise'],
+		enableQuery: { _id: 'Livechat_allow_manual_on_hold', value: true },
+	});
+
 	await settingsRegistry.add('Livechat_auto_transfer_chat_timeout', 0, {
 		type: 'int',
 		group: 'Omnichannel',

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

@@ -2110,6 +2110,7 @@
   "error-you-are-last-owner": "You are the last owner. Please set new owner before leaving the room.",
   "error-saving-sla": "An error ocurred while saving the SLA",
   "error-duplicated-sla": "An SLA with the same name or due time already exists",
+  "error-cannot-place-chat-on-hold": "You cannot place chat on-hold",
   "error-contact-sent-last-message-so-cannot-place-on-hold": "You cannot place chat on-hold, when the Contact has sent the last message",
   "error-unserved-rooms-cannot-be-placed-onhold": "Room cannot be placed on hold before being served",
   "Workspace_exceeded_MAC_limit_disclaimer": "The workspace has exceeded the monthly limit of active contacts. Talk to your workspace admin to address this issue.",
@@ -3075,7 +3076,9 @@
   "Livechat_agents": "Omnichannel agents",
   "Livechat_Agents": "Agents",
   "Livechat_allow_manual_on_hold": "Allow agents to manually place chat On Hold",
-  "Livechat_allow_manual_on_hold_Description": "If enabled, the agent will get a new option to place a chat On Hold, provided the agent has sent the last message",
+  "Livechat_allow_manual_on_hold_Description": "If enabled, the agent will get the option to place a chat On Hold",
+  "Livechat_allow_manual_on_hold_upon_agent_engagement_only" : "Chats on hold only after agent engagement",
+  "Livechat_allow_manual_on_hold_upon_agent_engagement_only_Description": "Only allow chats to be put on hold if the agent is the one who sent the last message in the conversation.",
   "Livechat_AllowedDomainsList": "Livechat Allowed Domains",
   "Livechat_Appearance": "Livechat Appearance",
   "Livechat_auto_close_on_hold_chats_custom_message": "Custom message for closed chats in On Hold queue",

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

@@ -1829,6 +1829,7 @@
   "error-no-permission-team-channel": "Você não tem permissão para incluir este canal à equipe",
   "error-no-owner-channel": "Apenas proprietários podem adicionar este canal à equipe",
   "error-you-are-last-owner": "Você é o último proprietário da sala. Defina um novo proprietário antes de sair.",
+  "error-cannot-place-chat-on-hold": "Você não pode colocar a conversa em espera",
   "Errors_and_Warnings": "Erros e avisos",
   "Esc_to": "Esc para",
   "Estimated_wait_time": "Tempo estimado de espera (tempo em minutos)",
@@ -2634,7 +2635,9 @@
   "Livechat_agents": "Agentes do omnichannel",
   "Livechat_Agents": "Agentes",
   "Livechat_allow_manual_on_hold": "Permitir que agentes coloquem a conversa em espera manualmente",
-  "Livechat_allow_manual_on_hold_Description": "Se habilitado, o agente terá uma nova opção para colocar a conversa em espera, desde que o agente tenha enviado a última mensagem",
+  "Livechat_allow_manual_on_hold_Description": "Se habilitado, o agente terá uma nova opção para colocar a conversa em espera",
+  "Livechat_allow_manual_on_hold_upon_agent_engagement_only": "Conversas em espera somente após interação do agente",
+  "Livechat_allow_manual_on_hold_upon_agent_engagement_only_Description": "Permitir que conversas sejam colocados em espera apenas quando o agente for quem enviou a última mensagem",
   "Livechat_AllowedDomainsList": "Domínios permitidos em Livechat",
   "Livechat_Appearance": "Aparência do livechat",
   "Livechat_auto_close_on_hold_chats_custom_message": "Mensagem personalizada para conversas encerradas na fila em espera",

apps/meteor/packages/rocketchat-i18n/i18n/pt.i18n.json

@@ -1281,6 +1281,7 @@
   "error-user-registration-disabled": "O registo de utilizadores está desabilitado",
   "error-user-registration-secret": "O registo de utilizadores só é permitido via URL privada",
   "error-you-are-last-owner": "É o último proprietário da sala. Por favor defina um novo proprietário antes de sair.",
+  "error-cannot-place-chat-on-hold": "Você não pode colocar a conversa em espera",
   "Errors_and_Warnings": "Erros e Avisos",
   "Esc_to": "Prima Esc para",
   "Event_Trigger": "Gerador de Eventos",
@@ -3174,4 +3175,4 @@
   "registration.component.form.invalidConfirmPass": "A confirmação da senha não é igual à senha",
   "registration.component.form.confirmPassword": "Confirmar a senha",
   "registration.component.form.sendConfirmationEmail": "Enviar email de confirmação"
-}
+}

apps/meteor/tests/end-to-end/api/livechat/18-rooms-ee.ts

@@ -39,6 +39,7 @@ import { IS_EE } from '../../../e2e/config/constants';
 		const user: IUser = await createUser();
 		const userCredentials = await login(user.username, password);
 		await createAgent(user.username);
+		await updateSetting('Livechat_allow_manual_on_hold', true);
 
 		agent2 = {
 			user,
@@ -48,8 +49,9 @@ import { IS_EE } from '../../../e2e/config/constants';
 
 	after(async () => {
 		await deleteUser(agent2.user);
+		await updateSetting('Livechat_allow_manual_on_hold', false);
+		await updateSetting('Livechat_allow_manual_on_hold_upon_agent_engagement_only', true);
 	});
-
 	describe('livechat/room.onHold', () => {
 		it('should fail if user doesnt have on-hold-livechat-room permission', async () => {
 			await updatePermission('on-hold-livechat-room', []);
@@ -115,7 +117,7 @@ import { IS_EE } from '../../../e2e/config/constants';
 				.expect(400);
 
 			expect(response.body.success).to.be.false;
-			expect(response.body.error).to.be.equal('error-contact-sent-last-message-so-cannot-place-on-hold');
+			expect(response.body.error).to.be.equal('error-cannot-place-chat-on-hold');
 		});
 		it('should fail if room is closed', async () => {
 			const visitor = await createVisitor();
@@ -151,7 +153,6 @@ import { IS_EE } from '../../../e2e/config/constants';
 		it('should put room on hold', async () => {
 			const { room } = await startANewLivechatRoomAndTakeIt();
 			await sendAgentMessage(room._id);
-
 			const response = await request
 				.post(api('livechat/room.onHold'))
 				.set(credentials)
@@ -165,6 +166,35 @@ import { IS_EE } from '../../../e2e/config/constants';
 			const updatedRoom = await getLivechatRoomInfo(room._id);
 			expect(updatedRoom.onHold).to.be.true;
 		});
+		it('Should put room on hold, even in the visitor sent the last message', async () => {
+			const { room, visitor } = await startANewLivechatRoomAndTakeIt();
+			await updateSetting('Livechat_allow_manual_on_hold_upon_agent_engagement_only', false);
+			await sendMessage(room._id, '-', visitor.token);
+			const response = await request
+				.post(api('livechat/room.onHold'))
+				.set(credentials)
+				.send({
+					roomId: room._id,
+				})
+				.expect(200);
+			expect(response.body.success).to.be.true;
+			const updatedRoom = await getLivechatRoomInfo(room._id);
+			expect(updatedRoom.onHold).to.be.true;
+		});
+		it('should not put room on hold when visitor sent the last message', async () => {
+			const { room, visitor } = await startANewLivechatRoomAndTakeIt();
+			await updateSetting('Livechat_allow_manual_on_hold_upon_agent_engagement_only', true);
+			await sendMessage(room._id, '-', visitor.token);
+			const response = await request
+				.post(api('livechat/room.onHold'))
+				.set(credentials)
+				.send({
+					roomId: room._id,
+				})
+				.expect(400);
+			expect(response.body.success).to.be.false;
+			expect(response.body.error).to.be.equal('error-cannot-place-chat-on-hold');
+		});
 	});
 
 	describe('livechat/room.resumeOnHold', () => {

packages/core-services/src/types/IOmnichannelEEService.ts

@@ -4,13 +4,13 @@ import type { IServiceClass } from './ServiceClass';
 
 export interface IOmnichannelEEService extends IServiceClass {
 	placeRoomOnHold(
-		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold'>,
+		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'u' | 'lastMessage'>,
 		comment: string,
 		onHoldBy: Pick<IUser, '_id' | 'username' | 'name'>,
 	): Promise<void>;
 
 	resumeRoomOnHold(
-		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy'>,
+		room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy' | 'u' | 'lastMessage'>,
 		comment: string,
 		resumeBy: Pick<IUser, '_id' | 'username' | 'name'>,
 		clientAction?: boolean,