fix: GDPR for contacts (#36228)

.changeset/tough-points-know.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/model-typings": patch
+"@rocket.chat/models": patch
+---
+
+Fixes GDPR contact information removal for Omnichannel.

apps/meteor/app/apps/server/converters/contacts.ts

@@ -6,7 +6,7 @@ import { transformMappedData } from './transformMappedData';
 
 export class AppContactsConverter implements IAppContactsConverter {
 	async convertById(contactId: ILivechatContact['_id']): Promise<IAppsLivechatContact | undefined> {
-		const contact = await LivechatContacts.findOneById(contactId);
+		const contact = await LivechatContacts.findOneEnabledById(contactId);
 		if (!contact) {
 			return;
 		}

apps/meteor/app/apps/server/converters/rooms.js

@@ -105,7 +105,7 @@ export class AppRoomsConverter {
 		if (!contact?._id) {
 			return;
 		}
-		const contactFromDb = await LivechatContacts.findOneById(contact._id, { projection: { _id: 1 } });
+		const contactFromDb = await LivechatContacts.findOneEnabledById(contact._id, { projection: { _id: 1 } });
 		return contactFromDb?._id;
 	}
 

apps/meteor/app/livechat/server/api/v1/contact.ts

@@ -154,7 +154,7 @@ API.v1.addRoute(
 				return API.v1.notFound();
 			}
 
-			const contact = await LivechatContacts.findOneById(contactId);
+			const contact = await LivechatContacts.findOneEnabledById(contactId);
 
 			if (!contact) {
 				return API.v1.notFound();

apps/meteor/app/livechat/server/api/v1/visitor.ts

@@ -7,7 +7,8 @@ import { callbacks } from '../../../../../lib/callbacks';
 import { API } from '../../../../api/server';
 import { settings } from '../../../../settings/server';
 import { setMultipleVisitorCustomFields } from '../../lib/custom-fields';
-import { registerGuest, removeGuest, notifyGuestStatusChanged } from '../../lib/guests';
+import { registerGuest, notifyGuestStatusChanged, removeContactsByVisitorId } from '../../lib/guests';
+import { livechatLogger } from '../../lib/logger';
 import { saveRoomInfo } from '../../lib/rooms';
 import { updateCallStatus } from '../../lib/utils';
 import { findGuest, normalizeHttpHeaderData } from '../lib/livechat';
@@ -140,18 +141,19 @@ API.v1.addRoute('livechat/visitor/:token', {
 			throw new Meteor.Error('visitor-has-open-rooms', 'Cannot remove visitors with opened rooms');
 		}
 
-		const { _id, token } = visitor;
-		const result = await removeGuest({ _id, token });
-		if (!result.modifiedCount) {
+		const { _id } = visitor;
+		try {
+			await removeContactsByVisitorId({ _id });
+			return API.v1.success({
+				visitor: {
+					_id,
+					ts: new Date().toISOString(),
+				},
+			});
+		} catch (e) {
+			livechatLogger.error(e);
 			throw new Meteor.Error('error-removing-visitor', 'An error ocurred while deleting visitor');
 		}
-
-		return API.v1.success({
-			visitor: {
-				_id,
-				ts: new Date().toISOString(),
-			},
-		});
 	},
 });
 

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

@@ -98,7 +98,7 @@ export const prepareLivechatRoom = async (
 	const contactId = await migrateVisitorIfMissingContact(_id, source);
 	const contact =
 		contactId &&
-		(await LivechatContacts.findOneById<Pick<ILivechatContact, '_id' | 'name' | 'channels' | 'activity'>>(contactId, {
+		(await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, '_id' | 'name' | 'channels' | 'activity'>>(contactId, {
 			projection: { name: 1, channels: 1, activity: 1 },
 		}));
 	if (!contact) {

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

@@ -219,7 +219,7 @@ export class QueueManager {
 			return false;
 		}
 
-		const contact = await LivechatContacts.findOneById(room.contactId, { projection: { channels: 1 } });
+		const contact = await LivechatContacts.findOneEnabledById(room.contactId, { projection: { channels: 1 } });
 		if (!contact) {
 			return false;
 		}

apps/meteor/app/livechat/server/lib/contacts/getContactChannelsGrouped.ts

@@ -2,7 +2,7 @@ import type { ILivechatContact, ILivechatContactChannel } from '@rocket.chat/cor
 import { LivechatContacts } from '@rocket.chat/models';
 
 export async function getContactChannelsGrouped(contactId: string): Promise<ILivechatContactChannel[]> {
-	const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, 'channels'>>(contactId, { projection: { channels: 1 } });
+	const contact = await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, 'channels'>>(contactId, { projection: { channels: 1 } });
 
 	if (!contact?.channels) {
 		return [];

apps/meteor/app/livechat/server/lib/contacts/getContactHistory.ts

@@ -32,7 +32,7 @@ export const getContactHistory = makeFunction(
 	async (params: GetContactHistoryParams): Promise<PaginatedResult<{ history: VisitorSearchChatsResult[] }>> => {
 		const { contactId, count, offset, sort } = params;
 
-		const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, '_id'>>(contactId, { projection: { _id: 1 } });
+		const contact = await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, '_id'>>(contactId, { projection: { _id: 1 } });
 
 		if (!contact) {
 			throw new Error('error-contact-not-found');

apps/meteor/app/livechat/server/lib/contacts/resolveContactConflicts.spec.ts

@@ -5,7 +5,7 @@ import sinon from 'sinon';
 
 const modelsMock = {
 	LivechatContacts: {
-		findOneById: sinon.stub(),
+		findOneEnabledById: sinon.stub(),
 		updateContact: sinon.stub(),
 	},
 	Settings: {
@@ -24,13 +24,13 @@ const { resolveContactConflicts } = proxyquire.noCallThru().load('./resolveConta
 
 describe('resolveContactConflicts', () => {
 	beforeEach(() => {
-		modelsMock.LivechatContacts.findOneById.reset();
+		modelsMock.LivechatContacts.findOneEnabledById.reset();
 		modelsMock.Settings.incrementValueById.reset();
 		modelsMock.LivechatContacts.updateContact.reset();
 	});
 
 	it('should update the contact with the resolved custom field', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			customFields: { customField: 'newValue' },
 			conflictingFields: [{ field: 'customFields.customField', value: 'oldValue' }],
@@ -44,7 +44,7 @@ describe('resolveContactConflicts', () => {
 
 		const result = await resolveContactConflicts({ contactId: 'contactId', customField: { customField: 'newValue' } });
 
-		expect(modelsMock.LivechatContacts.findOneById.getCall(0).args[0]).to.be.equal('contactId');
+		expect(modelsMock.LivechatContacts.findOneEnabledById.getCall(0).args[0]).to.be.equal('contactId');
 
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[0]).to.be.equal('Livechat_conflicting_fields_counter');
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[1]).to.be.equal(1);
@@ -59,7 +59,7 @@ describe('resolveContactConflicts', () => {
 	});
 
 	it('should update the contact with the resolved name', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			name: 'Old Name',
 			customFields: { customField: 'newValue' },
@@ -75,7 +75,7 @@ describe('resolveContactConflicts', () => {
 
 		const result = await resolveContactConflicts({ contactId: 'contactId', name: 'New Name' });
 
-		expect(modelsMock.LivechatContacts.findOneById.getCall(0).args[0]).to.be.equal('contactId');
+		expect(modelsMock.LivechatContacts.findOneEnabledById.getCall(0).args[0]).to.be.equal('contactId');
 
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[0]).to.be.equal('Livechat_conflicting_fields_counter');
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[1]).to.be.equal(1);
@@ -91,7 +91,7 @@ describe('resolveContactConflicts', () => {
 	});
 
 	it('should update the contact with the resolved contact manager', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			name: 'Name',
 			contactManager: 'contactManagerId',
@@ -109,7 +109,7 @@ describe('resolveContactConflicts', () => {
 
 		const result = await resolveContactConflicts({ contactId: 'contactId', name: 'New Name' });
 
-		expect(modelsMock.LivechatContacts.findOneById.getCall(0).args[0]).to.be.equal('contactId');
+		expect(modelsMock.LivechatContacts.findOneEnabledById.getCall(0).args[0]).to.be.equal('contactId');
 
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[0]).to.be.equal('Livechat_conflicting_fields_counter');
 		expect(modelsMock.Settings.incrementValueById.getCall(0).args[1]).to.be.equal(1);
@@ -126,7 +126,7 @@ describe('resolveContactConflicts', () => {
 
 	it('should wipe conflicts if wipeConflicts = true', async () => {
 		it('should update the contact with the resolved name', async () => {
-			modelsMock.LivechatContacts.findOneById.resolves({
+			modelsMock.LivechatContacts.findOneEnabledById.resolves({
 				_id: 'contactId',
 				name: 'Name',
 				customFields: { customField: 'newValue' },
@@ -145,7 +145,7 @@ describe('resolveContactConflicts', () => {
 
 			const result = await resolveContactConflicts({ contactId: 'contactId', name: 'New Name', wipeConflicts: true });
 
-			expect(modelsMock.LivechatContacts.findOneById.getCall(0).args[0]).to.be.equal('contactId');
+			expect(modelsMock.LivechatContacts.findOneEnabledById.getCall(0).args[0]).to.be.equal('contactId');
 
 			expect(modelsMock.Settings.incrementValueById.getCall(0).args[0]).to.be.equal('Livechat_conflicting_fields_counter');
 			expect(modelsMock.Settings.incrementValueById.getCall(0).args[1]).to.be.equal(2);
@@ -163,7 +163,7 @@ describe('resolveContactConflicts', () => {
 
 	it('should wipe conflicts if wipeConflicts = true', async () => {
 		it('should update the contact with the resolved name', async () => {
-			modelsMock.LivechatContacts.findOneById.resolves({
+			modelsMock.LivechatContacts.findOneEnabledById.resolves({
 				_id: 'contactId',
 				name: 'Name',
 				customFields: { customField: 'newValue' },
@@ -182,7 +182,7 @@ describe('resolveContactConflicts', () => {
 
 			const result = await resolveContactConflicts({ contactId: 'contactId', name: 'New Name', wipeConflicts: false });
 
-			expect(modelsMock.LivechatContacts.findOneById.getCall(0).args[0]).to.be.equal('contactId');
+			expect(modelsMock.LivechatContacts.findOneEnabledById.getCall(0).args[0]).to.be.equal('contactId');
 
 			expect(modelsMock.Settings.incrementValueById.getCall(0).args[0]).to.be.equal('Livechat_conflicting_fields_counter');
 			expect(modelsMock.Settings.incrementValueById.getCall(0).args[1]).to.be.equal(1);
@@ -199,7 +199,7 @@ describe('resolveContactConflicts', () => {
 	});
 
 	it('should throw an error if the contact does not exist', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves(undefined);
+		modelsMock.LivechatContacts.findOneEnabledById.resolves(undefined);
 		await expect(resolveContactConflicts({ contactId: 'id', customField: { customField: 'newValue' } })).to.be.rejectedWith(
 			'error-contact-not-found',
 		);
@@ -207,7 +207,7 @@ describe('resolveContactConflicts', () => {
 	});
 
 	it('should throw an error if the contact has no conflicting fields', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			name: 'Name',
 			contactManager: 'contactManagerId',
@@ -221,7 +221,7 @@ describe('resolveContactConflicts', () => {
 	});
 
 	it('should throw an error if the contact manager is invalid', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			name: 'Name',
 			contactManager: 'contactManagerId',

apps/meteor/app/livechat/server/lib/contacts/resolveContactConflicts.ts

@@ -15,9 +15,12 @@ export type ResolveContactConflictsParams = {
 export async function resolveContactConflicts(params: ResolveContactConflictsParams): Promise<ILivechatContact> {
 	const { contactId, name, customFields, contactManager, wipeConflicts } = params;
 
-	const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, '_id' | 'customFields' | 'conflictingFields'>>(contactId, {
-		projection: { _id: 1, customFields: 1, conflictingFields: 1 },
-	});
+	const contact = await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, '_id' | 'customFields' | 'conflictingFields'>>(
+		contactId,
+		{
+			projection: { _id: 1, customFields: 1, conflictingFields: 1 },
+		},
+	);
 
 	if (!contact) {
 		throw new Error('error-contact-not-found');

apps/meteor/app/livechat/server/lib/contacts/updateContact.spec.ts

@@ -4,7 +4,7 @@ import sinon from 'sinon';
 
 const modelsMock = {
 	LivechatContacts: {
-		findOneById: sinon.stub(),
+		findOneEnabledById: sinon.stub(),
 		updateContact: sinon.stub(),
 	},
 	LivechatRooms: {
@@ -28,19 +28,19 @@ const { updateContact } = proxyquire.noCallThru().load('./updateContact', {
 
 describe('updateContact', () => {
 	beforeEach(() => {
-		modelsMock.LivechatContacts.findOneById.reset();
+		modelsMock.LivechatContacts.findOneEnabledById.reset();
 		modelsMock.LivechatContacts.updateContact.reset();
 		modelsMock.LivechatRooms.updateContactDataByContactId.reset();
 	});
 
 	it('should throw an error if the contact does not exist', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves(undefined);
+		modelsMock.LivechatContacts.findOneEnabledById.resolves(undefined);
 		await expect(updateContact('any_id')).to.be.rejectedWith('error-contact-not-found');
 		expect(modelsMock.LivechatContacts.updateContact.getCall(0)).to.be.null;
 	});
 
 	it('should update the contact with correct params', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({ _id: 'contactId' });
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({ _id: 'contactId' });
 		modelsMock.LivechatContacts.updateContact.resolves({ _id: 'contactId', name: 'John Doe' } as any);
 
 		const updatedContact = await updateContact({ contactId: 'contactId', name: 'John Doe' });

apps/meteor/app/livechat/server/lib/contacts/updateContact.ts

@@ -25,7 +25,7 @@ export type UpdateContactParams = {
 export async function updateContact(params: UpdateContactParams): Promise<ILivechatContact> {
 	const { contactId, name, emails, phones, customFields: receivedCustomFields, contactManager, channels, wipeConflicts } = params;
 
-	const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, '_id' | 'name' | 'customFields' | 'conflictingFields'>>(
+	const contact = await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, '_id' | 'name' | 'customFields' | 'conflictingFields'>>(
 		contactId,
 		{
 			projection: { _id: 1, name: 1, customFields: 1, conflictingFields: 1 },

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

@@ -78,11 +78,30 @@ export async function saveGuest(
 	return ret;
 }
 
-export async function removeGuest({ _id, token }: { _id: string; token: string }) {
-	await cleanGuestHistory(token);
+async function removeGuest({ _id }: { _id: string }) {
+	await cleanGuestHistory(_id);
 	return LivechatVisitors.disableById(_id);
 }
 
+export async function removeContactsByVisitorId({ _id }: { _id: string }) {
+	// A visitor shouldn't have many contacts associated, so we can remove them like this
+	const contacts = await LivechatContacts.findAllByVisitorId(_id).toArray();
+	if (!contacts.length) {
+		livechatLogger.debug({ msg: 'No contacts found for visitor', visitorId: _id });
+		await removeGuest({ _id });
+	}
+
+	// And a contact shouldn't have many channels associated, so we can do this
+	livechatLogger.debug({ msg: 'Removing channels for contacts', visitorId: _id, contacts: contacts.map(({ _id }) => _id) });
+	for await (const contact of contacts) {
+		for await (const { visitor } of contact.channels) {
+			await removeGuest({ _id: visitor.visitorId });
+		}
+
+		await LivechatContacts.disableByVisitorId(_id);
+	}
+}
+
 export async function registerGuest(newData: RegisterGuestType): Promise<ILivechatVisitor | null> {
 	const visitor = await Visitors.registerGuest(newData);
 	if (!visitor) {
@@ -123,14 +142,14 @@ export async function registerGuest(newData: RegisterGuestType): Promise<ILivech
 	return visitor;
 }
 
-async function cleanGuestHistory(token: string) {
+async function cleanGuestHistory(_id: string) {
 	// This shouldn't be possible, but just in case
-	if (!token) {
+	if (!_id) {
 		throw new Error('error-invalid-guest');
 	}
 
 	// TODO: optimize function => instead of removing one by one, fetch the _ids of the rooms and then remove them in bulk
-	const cursor = LivechatRooms.findByVisitorToken(token, { projection: { _id: 1 } });
+	const cursor = LivechatRooms.findByVisitorId(_id, { projection: { _id: 1 } });
 	for await (const room of cursor) {
 		await Promise.all([
 			Subscriptions.removeByRoomId(room._id, {
@@ -144,9 +163,9 @@ async function cleanGuestHistory(token: string) {
 		]);
 	}
 
-	await LivechatRooms.removeByVisitorToken(token);
+	await LivechatRooms.removeByVisitorId(_id);
 
-	const livechatInquiries = await LivechatInquiry.findIdsByVisitorToken(token).toArray();
+	const livechatInquiries = await LivechatInquiry.findIdsByVisitorId(_id).toArray();
 	await LivechatInquiry.removeByIds(livechatInquiries.map(({ _id }) => _id));
 	void notifyOnLivechatInquiryChanged(livechatInquiries, 'removed');
 }

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

@@ -95,7 +95,7 @@ checkDefaultAgentOnNewRoom.patch(async (_next, defaultAgent, { visitorId, source
 	}
 
 	const contactId = await migrateVisitorIfMissingContact(visitorId, source);
-	const contact = contactId ? await LivechatContacts.findOneById(contactId, { projection: { contactManager: 1 } }) : undefined;
+	const contact = contactId ? await LivechatContacts.findOneEnabledById(contactId, { projection: { contactManager: 1 } }) : undefined;
 
 	const contactManagerPreferred = settings.get<boolean>('Omnichannel_contact_manager_routing');
 	const guestManager = contactManagerPreferred && (await getDefaultAgent({ id: contact?.contactManager }));

apps/meteor/ee/server/patches/isAgentAvailableToTakeContactInquiry.ts

@@ -15,7 +15,7 @@ export const runIsAgentAvailableToTakeContactInquiry = async (
 	source: IOmnichannelSource,
 	contactId: ILivechatContact['_id'],
 ): Promise<{ error: string; value: false } | { value: true }> => {
-	const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, '_id' | 'unknown' | 'channels'>>(contactId, {
+	const contact = await LivechatContacts.findOneEnabledById<Pick<ILivechatContact, '_id' | 'unknown' | 'channels'>>(contactId, {
 		projection: {
 			unknown: 1,
 			channels: 1,

apps/meteor/ee/server/patches/mergeContacts.ts

@@ -15,7 +15,7 @@ export const runMergeContacts = async (
 	visitor: ILivechatContactVisitorAssociation,
 	session?: ClientSession,
 ): Promise<ILivechatContact | null> => {
-	const originalContact = await LivechatContacts.findOneById(contactId, { session });
+	const originalContact = await LivechatContacts.findOneEnabledById(contactId, { session });
 	if (!originalContact) {
 		throw new Error('error-invalid-contact');
 	}
@@ -57,7 +57,7 @@ export const runMergeContacts = async (
 	logger.debug({ msg: 'Updating rooms with new contact id', contactId });
 	await LivechatRooms.updateMergedContactIds(similarContactIds, contactId, { session });
 
-	return LivechatContacts.findOneById(contactId, { session });
+	return LivechatContacts.findOneEnabledById(contactId, { session });
 };
 
 mergeContacts.patch(runMergeContacts, () => License.hasModule('contact-id-verification'));

apps/meteor/ee/tests/unit/apps/livechat-enterprise/server/lib/isAgentAvailableToTakeContactInquiry.spec.ts

@@ -4,7 +4,7 @@ import sinon from 'sinon';
 
 const modelsMock = {
 	LivechatContacts: {
-		findOneById: sinon.stub(),
+		findOneEnabledById: sinon.stub(),
 	},
 };
 
@@ -23,7 +23,7 @@ const { runIsAgentAvailableToTakeContactInquiry } = proxyquire
 
 describe('isAgentAvailableToTakeContactInquiry', () => {
 	beforeEach(() => {
-		modelsMock.LivechatContacts.findOneById.reset();
+		modelsMock.LivechatContacts.findOneEnabledById.reset();
 		settingsMock.get.reset();
 	});
 
@@ -32,16 +32,18 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should return false if the contact is not found', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves(undefined);
+		modelsMock.LivechatContacts.findOneEnabledById.resolves(undefined);
 		const { value, error } = await runIsAgentAvailableToTakeContactInquiry(() => undefined, 'visitorId', {}, 'rid');
 
 		expect(value).to.be.false;
 		expect(error).to.eq('error-invalid-contact');
-		expect(modelsMock.LivechatContacts.findOneById.calledOnceWith('contactId', sinon.match({ projection: { unknown: 1, channels: 1 } })));
+		expect(
+			modelsMock.LivechatContacts.findOneEnabledById.calledOnceWith('contactId', sinon.match({ projection: { unknown: 1, channels: 1 } })),
+		);
 	});
 
 	it('should return false if the contact is unknown and Livechat_Block_Unknown_Contacts is true', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({ unknown: true });
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({ unknown: true });
 		settingsMock.get.withArgs('Livechat_Block_Unknown_Contacts').returns(true);
 		const { value, error } = await runIsAgentAvailableToTakeContactInquiry(() => undefined, 'visitorId', {}, 'rid');
 		expect(value).to.be.false;
@@ -49,7 +51,7 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should return false if the contact is not verified and Livechat_Block_Unverified_Contacts is true', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			unknown: false,
 			channels: [
 				{ verified: false, visitor: { source: { type: 'channelName' }, visitorId: 'visitorId' } },
@@ -64,7 +66,7 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should return true if the contact has the verified channel', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			unknown: false,
 			channels: [
 				{ verified: true, visitor: { source: { type: 'channelName' }, visitorId: 'visitorId' } },
@@ -78,7 +80,7 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should not look at the unknown field if the setting Livechat_Block_Unknown_Contacts is false', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			unknown: true,
 			channels: [
 				{ verified: true, visitor: { source: { type: 'channelName' }, visitorId: 'visitorId' } },
@@ -92,7 +94,7 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should not look at the verified channels if Livechat_Block_Unverified_Contacts is false', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			unknown: false,
 			channels: [
 				{ verified: false, visitor: { source: { type: 'channelName' }, visitorId: 'visitorId' } },
@@ -106,7 +108,7 @@ describe('isAgentAvailableToTakeContactInquiry', () => {
 	});
 
 	it('should return true if there is a contact and the settings are false', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			unknown: false,
 			channels: [],
 		});

apps/meteor/ee/tests/unit/apps/livechat-enterprise/server/lib/mergeContacts.spec.ts

@@ -4,7 +4,7 @@ import sinon from 'sinon';
 
 const modelsMock = {
 	LivechatContacts: {
-		findOneById: sinon.stub(),
+		findOneEnabledById: sinon.stub(),
 		findSimilarVerifiedContacts: sinon.stub(),
 		deleteMany: sinon.stub(),
 	},
@@ -45,7 +45,7 @@ describe('mergeContacts', () => {
 	};
 
 	beforeEach(() => {
-		modelsMock.LivechatContacts.findOneById.reset();
+		modelsMock.LivechatContacts.findOneEnabledById.reset();
 		modelsMock.LivechatContacts.findSimilarVerifiedContacts.reset();
 		modelsMock.LivechatContacts.deleteMany.reset();
 		modelsMock.LivechatRooms.updateMergedContactIds.reset();
@@ -60,7 +60,7 @@ describe('mergeContacts', () => {
 	});
 
 	it('should throw an error if contact does not exist', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves(undefined);
+		modelsMock.LivechatContacts.findOneEnabledById.resolves(undefined);
 
 		await expect(runMergeContacts(() => undefined, 'invalidId', { visitorId: 'visitorId', source: { type: 'sms' } })).to.be.rejectedWith(
 			'error-invalid-contact',
@@ -68,7 +68,7 @@ describe('mergeContacts', () => {
 	});
 
 	it('should throw an error if contact channel does not exist', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({
 			_id: 'contactId',
 			channels: [{ name: 'channelName', visitor: { visitorId: 'visitorId', source: { type: 'sms' } } }],
 		});
@@ -79,12 +79,12 @@ describe('mergeContacts', () => {
 	});
 
 	it('should do nothing if there are no similar verified contacts', async () => {
-		modelsMock.LivechatContacts.findOneById.resolves({ _id: 'contactId', channels: [targetChannel] });
+		modelsMock.LivechatContacts.findOneEnabledById.resolves({ _id: 'contactId', channels: [targetChannel] });
 		modelsMock.LivechatContacts.findSimilarVerifiedContacts.resolves([]);
 
 		await runMergeContacts(() => undefined, 'contactId', { visitorId: 'visitorId', source: { type: 'sms' } });
 
-		expect(modelsMock.LivechatContacts.findOneById.calledOnceWith('contactId')).to.be.true;
+		expect(modelsMock.LivechatContacts.findOneEnabledById.calledOnceWith('contactId')).to.be.true;
 		expect(modelsMock.LivechatContacts.findSimilarVerifiedContacts.calledOnceWith(targetChannel, 'contactId')).to.be.true;
 		expect(modelsMock.LivechatContacts.deleteMany.notCalled).to.be.true;
 		expect(contactMergerStub.getAllFieldsFromContact.notCalled).to.be.true;
@@ -105,14 +105,14 @@ describe('mergeContacts', () => {
 			channels: [targetChannel],
 		};
 
-		modelsMock.LivechatContacts.findOneById.resolves(originalContact);
+		modelsMock.LivechatContacts.findOneEnabledById.resolves(originalContact);
 		modelsMock.LivechatContacts.findSimilarVerifiedContacts.resolves([similarContact]);
 		modelsMock.Settings.incrementValueById.resolves({ value: undefined });
 
 		await runMergeContacts(() => undefined, 'contactId', { visitorId: 'visitorId', source: { type: 'sms' } });
 
-		expect(modelsMock.LivechatContacts.findOneById.calledTwice).to.be.true;
-		expect(modelsMock.LivechatContacts.findOneById.calledWith('contactId')).to.be.true;
+		expect(modelsMock.LivechatContacts.findOneEnabledById.calledTwice).to.be.true;
+		expect(modelsMock.LivechatContacts.findOneEnabledById.calledWith('contactId')).to.be.true;
 		expect(modelsMock.LivechatContacts.findSimilarVerifiedContacts.calledOnceWith(targetChannel, 'contactId')).to.be.true;
 		expect(contactMergerStub.getAllFieldsFromContact.calledOnceWith(similarContact)).to.be.true;
 

apps/meteor/tests/end-to-end/api/livechat/09-visitors.ts

@@ -747,6 +747,32 @@ describe('LIVECHAT - visitors', () => {
 				.expect(200);
 		});
 
+		it('should remove the rooms associated with the visitor if any', async () => {
+			const createdVisitor = await createVisitor();
+			const room = await createLivechatRoom(createdVisitor.token);
+
+			await request
+				.delete(api(`livechat/visitor/${createdVisitor.token}`))
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			await request.get(api('livechat/room')).query({ rid: room._id }).set(credentials).expect(400);
+		});
+
+		it('should remove the contact associated with the visitor if any', async () => {
+			const createdVisitor = await createVisitor();
+			const room = await createLivechatRoom(createdVisitor.token);
+
+			await request
+				.delete(api(`livechat/visitor/${createdVisitor.token}`))
+				.set(credentials)
+				.expect('Content-Type', 'application/json')
+				.expect(200);
+
+			await request.get(api(`omnichannel/contacts.get`)).set(credentials).query({ contactId: room.contactId }).expect(404);
+		});
+
 		it('should return a visitor when the query params is all valid', async () => {
 			const createdVisitor = await createVisitor();
 			await request

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

@@ -70,4 +70,8 @@ export interface ILivechatContactsModel extends IBaseModel<ILivechatContact> {
 	countContactsWithoutChannels(): Promise<number>;
 	getStatistics(): AggregationCursor<{ totalConflicts: number; avgChannelsPerContact: number }>;
 	updateByVisitorId(visitorId: string, update: UpdateFilter<ILivechatContact>, options?: UpdateOptions): Promise<UpdateResult>;
+	disableByVisitorId(visitorId: string): Promise<UpdateResult | Document>;
+	findOneEnabledById(_id: ILivechatContact['_id'], options?: FindOptions<ILivechatContact>): Promise<ILivechatContact | null>;
+	findOneEnabledById<P extends Document = ILivechatContact>(_id: P['_id'], options?: FindOptions<P>): Promise<P | null>;
+	findOneEnabledById(_id: ILivechatContact['_id'], options?: any): Promise<ILivechatContact | null>;
 }

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

@@ -23,6 +23,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
 	): Promise<ILivechatInquiryRecord | null>;
 	unlock(inquiryId: string): Promise<UpdateResult>;
 	unlockAll(): Promise<UpdateResult | Document>;
+	findIdsByVisitorId(_id: ILivechatInquiryRecord['v']['_id']): FindCursor<ILivechatInquiryRecord>;
 	getCurrentSortedQueueAsync(props: {
 		inquiryId?: string;
 		department?: string;

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

@@ -265,6 +265,7 @@ export interface ILivechatRoomsModel extends IBaseModel<IOmnichannelRoom> {
 	updateVisitorStatus(token: string, status: ILivechatVisitor['status']): Promise<UpdateResult | Document>;
 	removeAgentByRoomId(roomId: string): Promise<UpdateResult>;
 	removeByVisitorToken(token: string): Promise<DeleteResult>;
+	removeByVisitorId(_id: string): Promise<DeleteResult>;
 	removeById(_id: string): Promise<DeleteResult>;
 	getVisitorLastMessageTsUpdateQueryByRoomId(lastMessageTs: Date, updater?: Updater<IOmnichannelRoom>): Updater<IOmnichannelRoom>;
 	setVisitorInactivityInSecondsById(roomId: string, visitorInactivity: any): Promise<UpdateResult>;

packages/models/src/models/LivechatContacts.ts

@@ -116,7 +116,7 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 
 	async updateContact(contactId: string, data: Partial<ILivechatContact>, options?: FindOneAndUpdateOptions): Promise<ILivechatContact> {
 		const updatedValue = await this.findOneAndUpdate(
-			{ _id: contactId },
+			{ _id: contactId, enabled: { $ne: false } },
 			{ $set: { ...data, unknown: false, ...(data.channels && { preRegistration: !data.channels.length }) } },
 			{ returnDocument: 'after', ...options },
 		);
@@ -124,7 +124,7 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 	}
 
 	updateById(contactId: string, update: UpdateFilter<ILivechatContact>, options?: UpdateOptions): Promise<Document | UpdateResult> {
-		return this.updateOne({ _id: contactId }, update, options);
+		return this.updateOne({ _id: contactId, enabled: { $ne: false } }, update, options);
 	}
 
 	async updateContactCustomFields(
@@ -137,7 +137,7 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 		}
 
 		return this.findOneAndUpdate(
-			{ _id: contactId },
+			{ _id: contactId, enabled: { $ne: false } },
 			{
 				$set: { ...dataToUpdate },
 			},
@@ -158,6 +158,7 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 				{ 'phones.phoneNumber': { $regex: searchRegex, $options: 'i' } },
 			],
 			unknown,
+			enabled: { $ne: false },
 		};
 
 		return this.findPaginated(
@@ -225,7 +226,7 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 	}
 
 	async addChannel(contactId: string, channel: ILivechatContactChannel): Promise<void> {
-		await this.updateOne({ _id: contactId }, { $push: { channels: channel }, $set: { preRegistration: false } });
+		await this.updateOne({ _id: contactId, enabled: { $ne: false } }, { $push: { channels: channel }, $set: { preRegistration: false } });
 	}
 
 	async updateLastChatById(
@@ -305,6 +306,31 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 		});
 	}
 
+	async findOneEnabledById(_id: ILivechatContact['_id'], options?: FindOptions<ILivechatContact>): Promise<ILivechatContact | null>;
+
+	async findOneEnabledById<P extends Document = ILivechatContact>(_id: P['_id'], options?: FindOptions<P>): Promise<P | null>;
+
+	async findOneEnabledById(_id: ILivechatContact['_id'], options?: any): Promise<ILivechatContact | null> {
+		return this.findOne({ _id, enabled: { $ne: false } }, options);
+	}
+
+	disableByVisitorId(visitorId: string): Promise<UpdateResult | Document> {
+		return this.updateOne(
+			{ 'channels.visitor.visitorId': visitorId },
+			{
+				$set: { enabled: false },
+				$unset: {
+					emails: 1,
+					customFields: 1,
+					lastChat: 1,
+					channels: 1,
+					name: 1,
+					phones: 1,
+				},
+			},
+		);
+	}
+
 	async addEmail(contactId: string, email: string): Promise<ILivechatContact | null> {
 		const updatedContact = await this.findOneAndUpdate({ _id: contactId }, { $addToSet: { emails: { address: email } } });
 

packages/models/src/models/LivechatInquiry.ts

@@ -133,6 +133,10 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
 		return this.find({ 'v.token': token }, { projection: { _id: 1 } });
 	}
 
+	findIdsByVisitorId(_id: ILivechatInquiryRecord['v']['_id']): FindCursor<ILivechatInquiryRecord> {
+		return this.find({ 'v._id': _id }, { projection: { _id: 1 } });
+	}
+
 	getDistinctQueuedDepartments(options: AggregateOptions): Promise<{ _id: string | null }[]> {
 		return this.col
 			.aggregate<{ _id: string | null }>(

packages/models/src/models/LivechatRooms.ts

@@ -2409,6 +2409,15 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
 		return this.deleteMany(query);
 	}
 
+	removeByVisitorId(_id: string) {
+		const query: Filter<IOmnichannelRoom> = {
+			't': 'l',
+			'v._id': _id,
+		};
+
+		return this.deleteMany(query);
+	}
+
 	removeById(_id: string) {
 		const query: Filter<IOmnichannelRoom> = {
 			_id,