Update visitor info on email reception based on inbox settings (#23280)

Co-authored-by: Murtaza Patrawala <34130764+murtaza98@users.noreply.github.com>

app/livechat/server/lib/Helper.js

@@ -257,8 +257,12 @@ export const dispatchInquiryQueued = (inquiry, agent) => {
 
 	// Alert only the online agents of the queued request
 	const onlineAgents = Livechat.getOnlineAgents(department, agent);
-	logger.debug(`Notifying ${ onlineAgents.count() } agents of new inquiry`);
+	if (!onlineAgents) {
+		logger.debug('Cannot notify agents of queued inquiry. No online agents found');
+		return;
+	}
 
+	logger.debug(`Notifying ${ onlineAgents.count() } agents of new inquiry`);
 	const notificationUserName = v && (v.name || v.username);
 
 	onlineAgents.forEach((agent) => {

app/models/server/models/LivechatRooms.js

@@ -193,6 +193,17 @@ export class LivechatRooms extends Base {
 		return this.findOne(query, options);
 	}
 
+	findOneByVisitorTokenAndEmailThreadAndDepartment(visitorToken, emailThread, departmentId, options) {
+		const query = {
+			t: 'l',
+			'v.token': visitorToken,
+			'email.thread': emailThread,
+			...departmentId && { departmentId },
+		};
+
+		return this.findOne(query, options);
+	}
+
 	findOneOpenByVisitorTokenAndEmailThread(visitorToken, emailThread, options) {
 		const query = {
 			t: 'l',

server/features/EmailInbox/EmailInbox.ts

@@ -6,6 +6,7 @@ import { EmailInbox, EmailMessageHistory } from '../../../app/models/server/raw'
 import { IMAPInterceptor } from '../../email/IMAPInterceptor';
 import { IEmailInbox } from '../../../definition/IEmailInbox';
 import { onEmailReceived } from './EmailInbox_Incoming';
+import { logger } from './logger';
 
 export type Inbox = {
 	imap: IMAPInterceptor;
@@ -20,6 +21,7 @@ export async function configureEmailInboxes(): Promise<void> {
 		active: true,
 	});
 
+	logger.info('Clearing old email inbox registrations');
 	for (const { imap } of inboxes.values()) {
 		imap.stop();
 	}
@@ -27,7 +29,7 @@ export async function configureEmailInboxes(): Promise<void> {
 	inboxes.clear();
 
 	for await (const emailInboxRecord of emailInboxesCursor) {
-		console.log('Setting up email interceptor for', emailInboxRecord.email);
+		logger.info('Setting up email interceptor for', emailInboxRecord.email);
 
 		const imap = new IMAPInterceptor({
 			password: emailInboxRecord.imap.password,
@@ -38,7 +40,7 @@ export async function configureEmailInboxes(): Promise<void> {
 			tlsOptions: {
 				rejectUnauthorized: false,
 			},
-			// debug: (...args: any[]): void => console.log(...args),
+			// debug: (...args: any[]): void => logger.debug(args),
 		}, {
 			deleteAfterRead: false,
 			filter: [['UNSEEN'], ['SINCE', emailInboxRecord._updatedAt]],
@@ -54,8 +56,9 @@ export async function configureEmailInboxes(): Promise<void> {
 			try {
 				await EmailMessageHistory.insertOne({ _id: email.messageId, email: emailInboxRecord.email });
 				onEmailReceived(email, emailInboxRecord.email, emailInboxRecord.department);
-			} catch (e) {
+			} catch (e: any) {
 				// In case the email message history has been received by other instance..
+				logger.error(e.message);
 			}
 		}));
 
@@ -73,6 +76,8 @@ export async function configureEmailInboxes(): Promise<void> {
 
 		inboxes.set(emailInboxRecord.email, { imap, smtp, config: emailInboxRecord });
 	}
+
+	logger.info(`Configured a total of ${ inboxes.size } inboxes`);
 }
 
 Meteor.startup(() => {

server/features/EmailInbox/EmailInbox_Incoming.ts

@@ -9,6 +9,7 @@ import { LivechatRooms, LivechatVisitors, Messages } from '../../../app/models/s
 import { FileUpload } from '../../../app/file-upload/server';
 import { QueueManager } from '../../../app/livechat/server/lib/QueueManager';
 import { settings } from '../../../app/settings/server';
+import { logger } from './logger';
 import { OmnichannelSourceType } from '../../../definition/IRoom';
 
 type FileAttachment = {
@@ -30,12 +31,20 @@ const language = settings.get('Language') || 'en';
 const t = (s: string): string => TAPi18n.__(s, { lng: language });
 
 function getGuestByEmail(email: string, name: string, department?: string): any {
+	logger.debug(`Attempt to register a guest for ${ email } on department: ${ department }`);
 	const guest = LivechatVisitors.findOneGuestByEmailAddress(email);
 
 	if (guest) {
+		logger.debug(`Guest with email ${ email } found with id ${ guest._id }`);
+		if (guest.department !== department) {
+			logger.debug(`Switching departments for guest ${ guest._id }. Previous: ${ guest.department } New: ${ department }`);
+			Livechat.setDepartmentForGuest({ token: guest.token, department });
+			return LivechatVisitors.findOneById(guest._id, {});
+		}
 		return guest;
 	}
 
+	logger.debug(`Creating a new Omnichannel guest for visitor with email ${ email }`);
 	const userId = Livechat.registerGuest({
 		token: Random.id(),
 		name: name || email,
@@ -48,6 +57,7 @@ function getGuestByEmail(email: string, name: string, department?: string): any
 	});
 
 	const newGuest = LivechatVisitors.findOneById(userId, {});
+	logger.debug(`Guest ${ userId } for visitor ${ email } created`);
 	if (newGuest) {
 		return newGuest;
 	}
@@ -103,6 +113,7 @@ async function uploadAttachment(attachment: Attachment, rid: string, visitorToke
 }
 
 export async function onEmailReceived(email: ParsedMail, inbox: string, department?: string): Promise<void> {
+	logger.debug(`New email conversation received on inbox ${ inbox }. Will be assigned to department ${ department }`);
 	if (!email.from?.value?.[0]?.address) {
 		return;
 	}
@@ -111,10 +122,14 @@ export async function onEmailReceived(email: ParsedMail, inbox: string, departme
 
 	const thread = references?.[0] ?? email.messageId;
 
+	logger.debug(`Fetching guest for visitor ${ email.from.value[0].address }`);
 	const guest = getGuestByEmail(email.from.value[0].address, email.from.value[0].name, department);
 
-	let room = LivechatRooms.findOneByVisitorTokenAndEmailThread(guest.token, thread, {});
+	logger.debug(`Guest ${ guest._id } obtained. Attempting to find or create a room on department ${ department }`);
+	let room = LivechatRooms.findOneByVisitorTokenAndEmailThreadAndDepartment(guest.token, thread, department, {});
+	logger.debug(`Room ${ room?._id } found for guest ${ guest._id }`);
 	if (room?.closedAt) {
+		logger.debug(`Room ${ room?._id } is closed. Reopening`);
 		room = await QueueManager.unarchiveRoom(room);
 	}
 
@@ -128,6 +143,7 @@ export async function onEmailReceived(email: ParsedMail, inbox: string, departme
 	const rid = room?._id ?? Random.id();
 	const msgId = Random.id();
 
+	logger.debug(`Sending email message to room ${ rid } for visitor ${ guest._id }. Conversation assigned to department ${ department }`);
 	Livechat.sendMessage({
 		guest,
 		message: {
@@ -205,6 +221,7 @@ export async function onEmailReceived(email: ParsedMail, inbox: string, departme
 			},
 		});
 	}).catch((error) => {
-		Livechat.logger.log('Error receiving Email: %s', error.message);
+		console.log(error);
+		Livechat.logger.error('Error receiving Email: %s', error.message);
 	});
 }

server/features/EmailInbox/logger.ts

@@ -0,0 +1,3 @@
+import { Logger } from '../../lib/logger/Logger';
+
+export const logger = new Logger('EmailInbox');