fix: Allow bot agents to skip the queue (#34987)

.changeset/silly-emus-remain.md

@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+Fixes a behavior in Omnichannel that was causing bot agents to be waiting in the queue, when they should always skip it.

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

@@ -130,6 +130,11 @@ export class QueueManager {
 			return LivechatInquiryStatus.QUEUED;
 		}
 
+		// bots should be able to skip the queue and the routing check
+		if (agent && (await allowAgentSkipQueue(agent))) {
+			return LivechatInquiryStatus.READY;
+		}
+
 		if (settings.get('Livechat_waiting_queue')) {
 			return LivechatInquiryStatus.QUEUED;
 		}
@@ -138,7 +143,7 @@ export class QueueManager {
 			return LivechatInquiryStatus.READY;
 		}
 
-		if (!agent || !(await allowAgentSkipQueue(agent))) {
+		if (!agent) {
 			return LivechatInquiryStatus.QUEUED;
 		}
 

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

@@ -28,6 +28,186 @@ import { IS_EE } from '../../../e2e/config/constants';
 		await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
 	});
 
+	// Basically: if there's a bot in the department, it should be assigned to the conversation
+	// No matter what settings workspace has in, as long as the setting to assign new conversations to bots is enabled
+	describe('Bots - Manual selection', () => {
+		let botUser: { user: IUser; credentials: Credentials };
+		let testDepartment: ILivechatDepartment;
+		let testDepartment2: ILivechatDepartment;
+		before(async () => {
+			const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
+			const credentials = await login(bot.username, password);
+
+			botUser = { user: bot, credentials };
+		});
+		before(async () => {
+			testDepartment = await createDepartment([{ agentId: botUser.user._id }]);
+			testDepartment2 = await createDepartment();
+			await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
+			await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			await updateSetting('Livechat_accept_chats_with_no_agents', true);
+		});
+
+		after(async () => {
+			await deleteUser(botUser.user);
+			await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+			await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			await updateSetting('Livechat_accept_chats_with_no_agents', false);
+		});
+
+		it('should assign conversation to bot', async () => {
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+
+			expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
+		});
+		it('should not assign conversation to bot if department has no bots', async () => {
+			const visitor = await createVisitor(testDepartment2._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			expect(room.servedBy).to.be.undefined;
+		});
+
+		describe('with setting disabled', () => {
+			before(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			});
+			after(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			});
+
+			it('should not assign conversation to bot', async () => {
+				const visitor = await createVisitor(testDepartment._id);
+				const room = await createLivechatRoom(visitor.token);
+
+				expect(room.servedBy).to.be.undefined;
+			});
+		});
+	});
+
+	describe('Bots - Auto selection', () => {
+		let botUser: { user: IUser; credentials: Credentials };
+		let otherUser: { user: IUser; credentials: Credentials };
+		let testDepartment: ILivechatDepartment;
+		let testDepartment2: ILivechatDepartment;
+		before(async () => {
+			const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
+			const credentials = await login(bot.username, password);
+
+			const other = await createUser({ roles: ['livechat-agent'] });
+			const otherCredentials = await login(other.username, password);
+
+			await makeAgentAvailable(otherCredentials);
+
+			botUser = { user: bot, credentials };
+			otherUser = { user: other, credentials: otherCredentials };
+		});
+		before(async () => {
+			testDepartment = await createDepartment([{ agentId: botUser.user._id }, { agentId: otherUser.user._id }]);
+			testDepartment2 = await createDepartment();
+			await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+			await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			await updateSetting('Livechat_accept_chats_with_no_agents', true);
+		});
+
+		after(async () => {
+			await deleteUser(botUser.user);
+			await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			await updateSetting('Livechat_accept_chats_with_no_agents', false);
+		});
+
+		it('should assign conversation to bot', async () => {
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+
+			expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
+		});
+		it('should not assign conversation to bot if department has no bots', async () => {
+			const visitor = await createVisitor(testDepartment2._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			expect(room.servedBy).to.be.undefined;
+		});
+
+		describe('with setting disabled', () => {
+			before(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			});
+			after(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			});
+
+			it('should not assign conversation to bot', async () => {
+				const visitor = await createVisitor(testDepartment._id);
+				const room = await createLivechatRoom(visitor.token);
+
+				expect(room.servedBy?._id).to.be.equal(otherUser.user._id);
+			});
+		});
+	});
+
+	describe('Bots - Auto selection & Waiting queue', () => {
+		let botUser: { user: IUser; credentials: Credentials };
+		let testDepartment: ILivechatDepartment;
+		let testDepartment2: ILivechatDepartment;
+		before(async () => {
+			const bot = await createUser({ roles: ['bot', 'livechat-agent'] });
+			const credentials = await login(bot.username, password);
+
+			botUser = { user: bot, credentials };
+		});
+		before(async () => {
+			testDepartment = await createDepartment([{ agentId: botUser.user._id }]);
+			testDepartment2 = await createDepartment();
+			await updateSetting('Livechat_Routing_Method', 'Auto_Selection');
+			await updateSetting('Livechat_waiting_queue', true);
+			await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			await updateSetting('Livechat_accept_chats_with_no_agents', true);
+		});
+
+		after(async () => {
+			await deleteUser(botUser.user);
+			await updateSetting('Livechat_waiting_queue', false);
+			await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			await updateSetting('Livechat_accept_chats_with_no_agents', false);
+		});
+
+		it('should assign conversation to bot', async () => {
+			const visitor = await createVisitor(testDepartment._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			const roomInfo = await getLivechatRoomInfo(room._id);
+
+			expect(roomInfo.servedBy?._id).to.be.equal(botUser.user._id);
+		});
+		it('should not assign conversation to bot if department has no bots', async () => {
+			const visitor = await createVisitor(testDepartment2._id);
+			const room = await createLivechatRoom(visitor.token);
+
+			expect(room.servedBy).to.be.undefined;
+		});
+
+		describe('with setting disabled', () => {
+			before(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', false);
+			});
+			after(async () => {
+				await updateSetting('Livechat_assign_new_conversation_to_bot', true);
+			});
+
+			it('should not assign conversation to bot', async () => {
+				const visitor = await createVisitor(testDepartment._id);
+				const room = await createLivechatRoom(visitor.token);
+
+				expect(room.servedBy).to.be.undefined;
+			});
+		});
+	});
+
 	describe('Auto-Selection', () => {
 		before(async () => {
 			await updateSetting('Livechat_Routing_Method', 'Auto_Selection');