refactor: omnichannel on-hold feature (#28252)
Murtaza Patrawala
3 years ago
committed by
GitHub
parent
207a1916c9
commit
9da856cc67
@ -0,0 +1,9 @@ |
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--- |
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"@rocket.chat/meteor": patch |
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"@rocket.chat/core-services": patch |
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"@rocket.chat/core-typings": patch |
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"@rocket.chat/model-typings": patch |
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"@rocket.chat/rest-typings": patch |
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--- |
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|
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fix: Resume on-hold chat not working with max-chat's allowed per agent config |
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@ -1,20 +1,28 @@ |
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import type { IOmnichannelRoom } from '@rocket.chat/core-typings'; |
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import { callbacks } from '../../../../../lib/callbacks'; |
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import { LivechatEnterprise } from '../lib/LivechatEnterprise'; |
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import { AutoCloseOnHoldScheduler } from '../lib/AutoCloseOnHoldScheduler'; |
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import { cbLogger } from '../lib/logger'; |
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|
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const handleAfterOnHoldChatResumed = async (room: any): Promise<void> => { |
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if (!room?._id || !room.onHold) { |
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cbLogger.debug('Skipping callback. No room provided or room is not on hold'); |
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return; |
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type IRoom = Pick<IOmnichannelRoom, '_id'>; |
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const handleAfterOnHoldChatResumed = async (room: IRoom): Promise<IRoom> => { |
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if (!room?._id) { |
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cbLogger.debug('Skipping callback. No room provided'); |
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return room; |
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} |
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|
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cbLogger.debug(`Removing current on hold timers for room ${room._id}`); |
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void LivechatEnterprise.releaseOnHoldChat(room); |
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const { _id: roomId } = room; |
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cbLogger.debug(`Removing current on hold timers for room ${roomId}`); |
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await AutoCloseOnHoldScheduler.unscheduleRoom(roomId); |
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return room; |
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}; |
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callbacks.add( |
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'livechat:afterOnHoldChatResumed', |
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(room) => handleAfterOnHoldChatResumed(room), |
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handleAfterOnHoldChatResumed, |
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callbacks.priority.HIGH, |
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'livechat-after-on-hold-chat-resumed', |
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); |
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|
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@ -1,24 +1,46 @@ |
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import type { IOmnichannelRoom } from '@rocket.chat/core-typings'; |
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import { LivechatRooms, Subscriptions } from '@rocket.chat/models'; |
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import { callbacks } from '../../../../../lib/callbacks'; |
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import { settings } from '../../../../../app/settings/server'; |
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import { debouncedDispatchWaitingQueueStatus } from '../lib/Helper'; |
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import { LivechatEnterprise } from '../lib/LivechatEnterprise'; |
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import { callbackLogger } from '../../../../../app/livechat/server/lib/callbackLogger'; |
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import { AutoCloseOnHoldScheduler } from '../lib/AutoCloseOnHoldScheduler'; |
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|
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callbacks.add( |
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'livechat.closeRoom', |
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async (params) => { |
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const { room } = params; |
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type LivechatCloseCallbackParams = { |
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room: IOmnichannelRoom; |
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}; |
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await LivechatEnterprise.releaseOnHoldChat(room); |
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const onCloseLivechat = async (params: LivechatCloseCallbackParams) => { |
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const { |
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room, |
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room: { _id: roomId }, |
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} = params; |
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if (!settings.get('Livechat_waiting_queue')) { |
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return params; |
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} |
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callbackLogger.debug(`[onCloseLivechat] clearing onHold related data for room ${roomId}`); |
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const { departmentId } = room || {}; |
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debouncedDispatchWaitingQueueStatus(departmentId); |
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await Promise.all([ |
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LivechatRooms.unsetOnHoldByRoomId(roomId), |
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Subscriptions.unsetOnHoldByRoomId(roomId), |
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AutoCloseOnHoldScheduler.unscheduleRoom(roomId), |
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]); |
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callbackLogger.debug(`[onCloseLivechat] clearing onHold related data for room ${roomId} completed`); |
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if (!settings.get('Livechat_waiting_queue')) { |
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return params; |
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}, |
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} |
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const { departmentId } = room || {}; |
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callbackLogger.debug(`[onCloseLivechat] dispatching waiting queue status for department ${departmentId}`); |
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debouncedDispatchWaitingQueueStatus(departmentId); |
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return params; |
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}; |
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callbacks.add( |
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'livechat.closeRoom', |
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(params: LivechatCloseCallbackParams) => onCloseLivechat(params), |
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callbacks.priority.HIGH, |
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'livechat-waiting-queue-monitor-close-room', |
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); |
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|
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@ -1,46 +1,68 @@ |
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import { Meteor } from 'meteor/meteor'; |
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import { isOmnichannelRoom, isEditedMessage } from '@rocket.chat/core-typings'; |
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import { LivechatRooms } from '@rocket.chat/models'; |
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import type { ILivechatVisitor, IMessage, IOmnichannelRoom, IRoom, IUser } from '@rocket.chat/core-typings'; |
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import { isEditedMessage, isOmnichannelRoom } from '@rocket.chat/core-typings'; |
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import { LivechatRooms, LivechatVisitors, Users } from '@rocket.chat/models'; |
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import { OmnichannelEEService } from '@rocket.chat/core-services'; |
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import { callbacks } from '../../../../../lib/callbacks'; |
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import { callbackLogger } from '../../../../../app/livechat/server/lib/callbackLogger'; |
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import { i18n } from '../../../../../server/lib/i18n'; |
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callbacks.add( |
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'afterSaveMessage', |
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async (message, roomParams) => { |
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// skips this callback if the message was edited
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if (isEditedMessage(message)) { |
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return message; |
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} |
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const resumeOnHoldCommentAndUser = async (room: IOmnichannelRoom): Promise<{ comment: string; resumedBy: IUser }> => { |
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const { |
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v: { _id: visitorId }, |
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_id: rid, |
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} = room; |
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const visitor = await LivechatVisitors.findOneById<Pick<ILivechatVisitor, 'name' | 'username'>>(visitorId, { |
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projection: { name: 1, username: 1 }, |
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}); |
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if (!visitor) { |
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callbackLogger.error(`[afterSaveMessage] Visitor Not found for room ${rid} while trying to resume on hold`); |
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throw new Error('Visitor not found while trying to resume on hold'); |
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} |
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// if the message has a type means it is a special message (like the closing comment), so skips
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if (message.t) { |
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return message; |
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} |
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const guest = visitor.name || visitor.username; |
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if (!isOmnichannelRoom(roomParams)) { |
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return message; |
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} |
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const resumeChatComment = i18n.t('Omnichannel_on_hold_chat_automatically', { guest }); |
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const { _id: rid, t: roomType, v: roomVisitor } = roomParams; |
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const resumedBy = await Users.findOneById('rocket.cat'); |
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if (!resumedBy) { |
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callbackLogger.error(`[afterSaveMessage] User Not found for room ${rid} while trying to resume on hold`); |
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throw new Error(`User not found while trying to resume on hold`); |
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} |
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// message valid only if it is a livechat room
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if (!(typeof roomType !== 'undefined' && roomType === 'l' && roomVisitor && roomVisitor.token)) { |
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return message; |
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} |
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return { comment: resumeChatComment, resumedBy }; |
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}; |
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const handleAfterSaveMessage = async (message: IMessage, room: IRoom) => { |
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if (isEditedMessage(message) || message.t || !isOmnichannelRoom(room)) { |
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return message; |
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} |
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const { _id: rid, v: roomVisitor } = room; |
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// Need to read the room every time, the room object is not updated
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const room = await LivechatRooms.findOneById(rid, { projection: { t: 1, v: 1, onHold: 1 } }); |
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if (!room) { |
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if (!roomVisitor?._id) { |
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return message; |
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} |
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// Need to read the room every time, the room object is not updated
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const updatedRoom = await LivechatRooms.findOneById(rid); |
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if (!updatedRoom) { |
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return message; |
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} |
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if (message.token && room.onHold) { |
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callbackLogger.debug(`[afterSaveMessage] Room ${rid} is on hold, resuming it now since visitor sent a message`); |
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try { |
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const { comment: resumeChatComment, resumedBy } = await resumeOnHoldCommentAndUser(updatedRoom); |
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await OmnichannelEEService.resumeRoomOnHold(updatedRoom, resumeChatComment, resumedBy); |
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} catch (error) { |
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callbackLogger.error(`[afterSaveMessage] Error while resuming room ${rid} on hold: Error: `, error); |
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return message; |
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} |
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} |
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// if a visitor sends a message in room which is On Hold
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if (message.token && room.onHold) { |
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await Meteor.callAsync('livechat:resumeOnHold', rid, { clientAction: false }); |
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} |
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return message; |
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}; |
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return message; |
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}, |
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callbacks.priority.HIGH, |
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'livechat-resume-on-hold', |
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); |
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callbacks.add('afterSaveMessage', handleAfterSaveMessage, callbacks.priority.HIGH, 'livechat-resume-on-hold'); |
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@ -0,0 +1,180 @@ |
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import { ServiceClassInternal, Message } from '@rocket.chat/core-services'; |
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import type { IOmnichannelEEService } from '@rocket.chat/core-services'; |
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import { isOmnichannelRoom } from '@rocket.chat/core-typings'; |
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import type { IOmnichannelRoom, IUser, ILivechatInquiryRecord, IOmnichannelSystemMessage } from '@rocket.chat/core-typings'; |
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import { LivechatRooms, Subscriptions, LivechatInquiry } from '@rocket.chat/models'; |
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import { Logger } from '../../../../../app/logger/server'; |
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import { callbacks } from '../../../../../lib/callbacks'; |
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import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager'; |
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import { dispatchAgentDelegated } from '../../../../../app/livechat/server/lib/Helper'; |
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import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager'; |
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export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelEEService { |
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protected name = 'omnichannel-ee'; |
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protected internal = true; |
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logger: Logger; |
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constructor() { |
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super(); |
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this.logger = new Logger('OmnichannelEE'); |
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} |
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async placeRoomOnHold( |
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room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold'>, |
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comment: string, |
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onHoldBy: Pick<IUser, '_id' | 'username' | 'name'>, |
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) { |
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this.logger.debug(`Attempting to place room ${room._id} on hold by user ${onHoldBy?._id}`); |
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const { _id: roomId } = room; |
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if (!room || !isOmnichannelRoom(room)) { |
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throw new Error('error-invalid-room'); |
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} |
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if (!room.open) { |
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throw new Error('error-room-already-closed'); |
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} |
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if (room.onHold) { |
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throw new Error('error-room-is-already-on-hold'); |
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} |
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if (room.lastMessage?.token) { |
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throw new Error('error-contact-sent-last-message-so-cannot-place-on-hold'); |
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} |
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if (!room.servedBy) { |
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throw new Error('error-unserved-rooms-cannot-be-placed-onhold'); |
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} |
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await Promise.all([ |
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LivechatRooms.setOnHoldByRoomId(roomId), |
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Subscriptions.setOnHoldByRoomId(roomId), |
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Message.saveSystemMessage<IOmnichannelSystemMessage>('omnichannel_placed_chat_on_hold', roomId, '', onHoldBy, { comment }), |
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]); |
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await callbacks.run('livechat:afterOnHold', room); |
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this.logger.debug(`Room ${room._id} set on hold successfully`); |
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} |
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async resumeRoomOnHold( |
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room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy'>, |
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comment: string, |
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resumeBy: Pick<IUser, '_id' | 'username' | 'name'>, |
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clientAction = false, |
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) { |
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this.logger.debug(`Attempting to resume room ${room._id} on hold by user ${resumeBy?._id}`); |
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if (!room || !isOmnichannelRoom(room)) { |
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throw new Error('error-invalid-room'); |
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} |
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if (!room.open) { |
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throw new Error('This_conversation_is_already_closed'); |
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} |
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if (!room.onHold) { |
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throw new Error('error-room-not-on-hold'); |
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} |
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const { _id: roomId, servedBy } = room; |
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if (!servedBy) { |
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this.logger.error(`No serving agent found for room ${roomId}`); |
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throw new Error('error-room-not-served'); |
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} |
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const inquiry = await LivechatInquiry.findOneByRoomId(roomId, {}); |
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if (!inquiry) { |
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this.logger.error(`No inquiry found for room ${roomId}`); |
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throw new Error('error-invalid-inquiry'); |
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} |
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await this.attemptToAssignRoomToServingAgentElseQueueIt({ |
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room, |
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inquiry, |
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servingAgent: servedBy, |
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clientAction, |
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}); |
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await Promise.all([ |
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LivechatRooms.unsetOnHoldByRoomId(roomId), |
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Subscriptions.unsetOnHoldByRoomId(roomId), |
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Message.saveSystemMessage<IOmnichannelSystemMessage>('omnichannel_on_hold_chat_resumed', roomId, '', resumeBy, { comment }), |
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]); |
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await callbacks.run('livechat:afterOnHoldChatResumed', room); |
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this.logger.debug(`Room ${room._id} resumed successfully`); |
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} |
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private async attemptToAssignRoomToServingAgentElseQueueIt({ |
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room, |
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inquiry, |
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servingAgent, |
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clientAction, |
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}: { |
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room: Pick<IOmnichannelRoom, '_id'>; |
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inquiry: ILivechatInquiryRecord; |
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servingAgent: NonNullable<IOmnichannelRoom['servedBy']>; |
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clientAction: boolean; |
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}) { |
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try { |
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const agent = { |
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agentId: servingAgent._id, |
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username: servingAgent.username, |
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}; |
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await callbacks.run('livechat.checkAgentBeforeTakeInquiry', { |
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agent, |
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inquiry, |
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options: {}, |
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}); |
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return; |
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} catch (e) { |
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this.logger.debug(`Agent ${servingAgent._id} is not available to take the inquiry ${inquiry._id}`, e); |
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if (clientAction) { |
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// if the action was triggered by the client, we should throw the error
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// so the client can handle it and show the error message to the user
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throw e; |
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} |
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} |
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this.logger.debug(`Attempting to queue inquiry ${inquiry._id}`); |
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await this.removeCurrentAgentFromRoom({ room, inquiry }); |
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const { _id: inquiryId } = inquiry; |
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const newInquiry = await LivechatInquiry.findOneById(inquiryId); |
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await queueInquiry(newInquiry); |
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this.logger.debug('Room queued successfully'); |
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} |
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private async removeCurrentAgentFromRoom({ |
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room, |
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inquiry, |
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}: { |
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room: Pick<IOmnichannelRoom, '_id'>; |
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inquiry: ILivechatInquiryRecord; |
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}): Promise<void> { |
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this.logger.debug(`Attempting to remove current agent from room ${room._id}`); |
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const { _id: roomId } = room; |
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const { _id: inquiryId } = inquiry; |
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await Promise.all([ |
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LivechatRooms.removeAgentByRoomId(roomId), |
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LivechatInquiry.queueInquiryAndRemoveDefaultAgent(inquiryId), |
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RoutingManager.removeAllRoomSubscriptions(room), |
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]); |
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await dispatchAgentDelegated(roomId, null); |
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this.logger.debug(`Current agent removed from room ${room._id} successfully`); |
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} |
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} |
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@ -0,0 +1,18 @@ |
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import type { IOmnichannelRoom, IUser } from '@rocket.chat/core-typings'; |
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import type { IServiceClass } from './ServiceClass'; |
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export interface IOmnichannelEEService extends IServiceClass { |
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placeRoomOnHold( |
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room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold'>, |
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comment: string, |
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onHoldBy: Pick<IUser, '_id' | 'username' | 'name'>, |
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): Promise<void>; |
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resumeRoomOnHold( |
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room: Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'servedBy'>, |
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comment: string, |
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resumeBy: Pick<IUser, '_id' | 'username' | 'name'>, |
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clientAction?: boolean, |
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): Promise<void>; |
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} |
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