feat: Allow admins to control if visitors can close omnichannel conversations (#33139)

.changeset/healthy-rivers-nail.md

@@ -0,0 +1,8 @@
+---
+"@rocket.chat/meteor": minor
+"@rocket.chat/i18n": minor
+"@rocket.chat/livechat": minor
+---
+
+Added new setting `Allow visitors to finish conversations` that allows admins to decide if omnichannel visitors can close a conversation or not. This doesn't affect agent's capabilities of room closing, neither apps using the livechat bridge to close rooms.
+However, if currently your integration relies on `livechat/room.close` endpoint for closing conversations, it's advised to use the authenticated version `livechat/room.closeByUser` of it before turning off this setting.

apps/meteor/app/livechat/imports/server/rest/appearance.ts

@@ -51,6 +51,7 @@ API.v1.addRoute(
 				'Livechat_background',
 				'Livechat_widget_position',
 				'Livechat_hide_system_messages',
+				'Omnichannel_allow_visitors_to_close_conversation',
 			];
 
 			const valid = settings.every((setting) => validSettingList.includes(setting._id));

apps/meteor/app/livechat/server/api/lib/appearance.ts

@@ -28,6 +28,7 @@ export async function findAppearance(): Promise<{ appearance: ISetting[] }> {
 				'Livechat_background',
 				'Livechat_widget_position',
 				'Livechat_hide_system_messages',
+				'Omnichannel_allow_visitors_to_close_conversation',
 			],
 		},
 	};

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

@@ -142,6 +142,7 @@ export async function settings({ businessUnit = '' }: { businessUnit?: string }
 			hiddenSystemMessages: initSettings.Livechat_hide_system_messages,
 			livechatLogo: initSettings.Assets_livechat_widget_logo,
 			hideWatermark: initSettings.Livechat_hide_watermark || false,
+			visitorsCanCloseChat: initSettings.Omnichannel_allow_visitors_to_close_conversation,
 		},
 		theme: {
 			title: initSettings.Livechat_title,

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

@@ -107,6 +107,10 @@ API.v1.addRoute(
 		async post() {
 			const { rid, token } = this.bodyParams;
 
+			if (!rcSettings.get('Omnichannel_allow_visitors_to_close_conversation')) {
+				throw new Error('error-not-allowed-to-close-conversation');
+			}
+
 			const visitor = await findGuest(token);
 			if (!visitor) {
 				throw new Error('invalid-token');

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

@@ -1079,6 +1079,7 @@ class LivechatClass {
 			'Livechat_background',
 			'Assets_livechat_widget_logo',
 			'Livechat_hide_watermark',
+			'Omnichannel_allow_visitors_to_close_conversation',
 		] as const;
 
 		type SettingTypes = (typeof validSettings)[number] | 'Livechat_Show_Connecting';

apps/meteor/client/views/omnichannel/appearance/AppearanceForm.tsx

@@ -52,6 +52,7 @@ const AppearanceForm = () => {
 	const livechatWidgetPositionField = useUniqueId();
 	const livechatBackgroundField = useUniqueId();
 	const livechatHideSystemMessagesField = useUniqueId();
+	const omnichannelVisitorsCanCloseConversationField = useUniqueId();
 
 	return (
 		<Accordion>
@@ -140,6 +141,20 @@ const AppearanceForm = () => {
 							/>
 						</FieldRow>
 					</Field>
+					<Field>
+						<FieldRow>
+							<FieldLabel htmlFor={omnichannelVisitorsCanCloseConversationField}>
+								{t('Omnichannel_allow_visitors_to_close_conversation')}
+							</FieldLabel>
+							<Controller
+								name='Omnichannel_allow_visitors_to_close_conversation'
+								control={control}
+								render={({ field: { value, ...field } }) => (
+									<ToggleSwitch id={omnichannelVisitorsCanCloseConversationField} {...field} checked={value} />
+								)}
+							/>
+						</FieldRow>
+					</Field>
 				</FieldGroup>
 			</Accordion.Item>
 

apps/meteor/client/views/omnichannel/appearance/AppearancePage.tsx

@@ -28,6 +28,7 @@ type LivechatAppearanceSettings = {
 	Livechat_conversation_finished_text: string;
 	Livechat_enable_message_character_limit: boolean;
 	Livechat_message_character_limit: number;
+	Omnichannel_allow_visitors_to_close_conversation: boolean;
 };
 
 type AppearanceSettings = Partial<LivechatAppearanceSettings>;

apps/meteor/server/settings/omnichannel.ts

@@ -157,6 +157,13 @@ export const createOmniSettings = () =>
 			i18nLabel: 'Show_agent_email',
 		});
 
+		await this.add('Omnichannel_allow_visitors_to_close_conversation', true, {
+			type: 'boolean',
+			group: 'Omnichannel',
+			public: true,
+			enableQuery: omnichannelEnabledQuery,
+		});
+
 		await this.add('Livechat_request_comment_when_closing_conversation', true, {
 			type: 'boolean',
 			group: 'Omnichannel',

apps/meteor/tests/e2e/omnichannel/omnichannel-livechat.spec.ts

@@ -2,6 +2,7 @@ import { createFakeVisitor } from '../../mocks/data';
 import { createAuxContext } from '../fixtures/createAuxContext';
 import { Users } from '../fixtures/userStates';
 import { HomeOmnichannel, OmnichannelLiveChat } from '../page-objects';
+import { setSettingValueById } from '../utils';
 import { createAgent } from '../utils/omnichannel/agents';
 import { test, expect } from '../utils/test';
 
@@ -93,6 +94,57 @@ test.describe.serial('OC - Livechat', () => {
 	});
 });
 
+test.describe.serial('OC - Livechat - Visitors closing the room is disabled', () => {
+	let poLiveChat: OmnichannelLiveChat;
+	let poHomeOmnichannel: HomeOmnichannel;
+
+	test.beforeAll(async ({ api }) => {
+		await api.post('/livechat/users/agent', { username: 'user1' });
+	});
+
+	test.beforeAll(async ({ browser, api }) => {
+		const { page: livechatPage } = await createAuxContext(browser, Users.user1, '/livechat', false);
+
+		poLiveChat = new OmnichannelLiveChat(livechatPage, api);
+	});
+
+	test.beforeAll(async ({ browser, api }) => {
+		await setSettingValueById(api, 'Livechat_allow_visitor_closing_chat', false);
+		const { page: omniPage } = await createAuxContext(browser, Users.user1, '/', true);
+		poHomeOmnichannel = new HomeOmnichannel(omniPage);
+	});
+
+	test.afterAll(async ({ api }) => {
+		await setSettingValueById(api, 'Livechat_allow_visitor_closing_chat', true);
+		await api.delete('/livechat/users/agent/user1');
+		await poLiveChat.page.close();
+	});
+
+	test('OC - Livechat - Close Chat disabled', async () => {
+		await poLiveChat.page.reload();
+		await poLiveChat.openAnyLiveChat();
+		await poLiveChat.sendMessage(firstVisitor, false);
+		await poLiveChat.onlineAgentMessage.fill('this_a_test_message_from_user');
+		await poLiveChat.btnSendMessageToOnlineAgent.click();
+
+		await test.step('expect to close a livechat conversation', async () => {
+			await expect(poLiveChat.btnOptions).not.toBeVisible();
+			await expect(poLiveChat.btnCloseChat).not.toBeVisible();
+		});
+	});
+
+	test('OC - Livechat - Close chat disabled, agents can close', async () => {
+		await poHomeOmnichannel.sidenav.openChat(firstVisitor.name);
+
+		await test.step('expect livechat conversation to be closed by agent', async () => {
+			await poHomeOmnichannel.content.btnCloseChat.click();
+			await poHomeOmnichannel.content.closeChatModal.inputComment.fill('this_is_a_test_comment');
+			await poHomeOmnichannel.content.closeChatModal.btnConfirm.click();
+			await expect(poHomeOmnichannel.toastSuccess).toBeVisible();
+		});
+	});
+});
+
 test.describe.serial('OC - Livechat - Resub after close room', () => {
 	let poLiveChat: OmnichannelLiveChat;
 	let poHomeOmnichannel: HomeOmnichannel;

apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts

@@ -689,6 +689,25 @@ describe('LIVECHAT - rooms', () => {
 				expect(latestRoom).to.not.have.property('pdfTranscriptFileId');
 			},
 		);
+
+		describe('Special case: visitors closing is disabled', () => {
+			before(async () => {
+				await updateSetting('Omnichannel_allow_visitors_to_close_conversation', false);
+			});
+			after(async () => {
+				await updateSetting('Omnichannel_allow_visitors_to_close_conversation', true);
+			});
+			it('should not allow visitor to close a conversation', async () => {
+				const { room, visitor } = await startANewLivechatRoomAndTakeIt();
+				await request
+					.post(api('livechat/room.close'))
+					.send({
+						token: visitor.token,
+						rid: room._id,
+					})
+					.expect(400);
+			});
+		});
 	});
 
 	describe('livechat/room.forward', () => {

packages/i18n/src/locales/en.i18n.json

@@ -4037,6 +4037,8 @@
   "Omnichannel_Reports_Summary": "Gain insights into your operation and export your metrics.",
   "Omnichannel_max_fallback_forward_depth": "Maximum fallback forward departments depth",
   "Omnichannel_max_fallback_forward_depth_Description": "Maximum number of hops that a room being transfered will do when the target department has a Fallback Forward Department set up. When limit is reached, chat won't be transferred and process will stop. Depending on your configuration, setting a high number may cause performance issues.",
+  "Omnichannel_allow_visitors_to_close_conversation": "Allow visitors to finish conversations",
+  "Omnichannel_allow_visitors_to_close_conversation_Description": "When disabled, visitors won't be able to finish an ongoing conversation either via UI or via API.",
   "On": "On",
   "on-hold-livechat-room": "On Hold Omnichannel Room",
   "on-hold-livechat-room_description": "Permission to on hold omnichannel room",

packages/livechat/src/routes/Chat/connector.tsx

@@ -22,6 +22,7 @@ export const ChatConnector: FunctionalComponent<{ path: string; default: boolean
 				nameFieldRegistrationForm,
 				emailFieldRegistrationForm,
 				limitTextLength,
+				visitorsCanCloseChat,
 			},
 			messages: { conversationFinishedMessage },
 			theme: { title = '' } = {},
@@ -94,6 +95,7 @@ export const ChatConnector: FunctionalComponent<{ path: string; default: boolean
 			ongoingCall={ongoingCall}
 			messageListPosition={messageListPosition}
 			theme={theme}
+			visitorsCanCloseChat={visitorsCanCloseChat}
 		/>
 	);
 };

packages/livechat/src/routes/Chat/container.js

@@ -288,8 +288,8 @@ class ChatContainer extends Component {
 	};
 
 	canFinishChat = () => {
-		const { room, connecting } = this.props;
-		return room !== undefined || connecting;
+		const { room, connecting, visitorsCanCloseChat } = this.props;
+		return visitorsCanCloseChat && (room !== undefined || connecting);
 	};
 
 	canRemoveUserData = () => {

packages/livechat/src/store/index.tsx

@@ -59,6 +59,7 @@ export type StoreState = {
 			hideWatermark?: boolean;
 			livechatLogo?: { url: string };
 			transcript?: boolean;
+			visitorsCanCloseChat?: boolean;
 		};
 		online?: boolean;
 		departments: Department[];