diff --git a/packages/rocketchat-lib/i18n/en.i18n.json b/packages/rocketchat-lib/i18n/en.i18n.json
index 9da5a9290c4..a73824eb00a 100644
--- a/packages/rocketchat-lib/i18n/en.i18n.json
+++ b/packages/rocketchat-lib/i18n/en.i18n.json
@@ -629,6 +629,11 @@
   "Livechat_title" : "Livechat Title",
   "Livechat_title_color" : "Livechat Title Background Color",
   "Livechat_Users" : "Livechat Users",
+  "Livechat_Routing_Method" : "Livechat Routing Method",
+  "Livechat_Take_Confirm" : "Do you want to take this client?",
+  "Livechat_Inquiry_Already_Taken" : "Livechat inquiry already taken",
+  "Least_Amount" : "Least Amount",
+  "Guest_Pool" : "Guest Pool",
   "Load_more" : "Load more",
   "Loading..." : "Loading...",
   "Loading_more_from_history" : "Loading more from history",
@@ -892,6 +897,7 @@
   "Reset_password" : "Reset password",
   "Restart" : "Restart",
   "Restart_the_server" : "Restart the server",
+  "Would_you_like_to_return_the_inquiry" : "Would you like to return the inquiry?",
   "Role" : "Role",
   "Role_Editing" : "Role Editing",
   "Role_removed" : "Role removed",
diff --git a/packages/rocketchat-livechat/client/collections/LivechatInquiry.js b/packages/rocketchat-livechat/client/collections/LivechatInquiry.js
new file mode 100644
index 00000000000..9bfd938f2db
--- /dev/null
+++ b/packages/rocketchat-livechat/client/collections/LivechatInquiry.js
@@ -0,0 +1 @@
+this.LivechatInquiry = new Mongo.Collection('rocketchat_livechat_inquiry');
diff --git a/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.html b/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.html
index c498804fff8..a8d6ae721e5 100644
--- a/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.html
+++ b/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.html
@@ -45,6 +45,10 @@
 					{{#if roomOpen}}
 						<button class='button close-livechat button-block'><span><i class='icon-download'></i> {{_ "Close"}}</span></button>
 					{{/if}}
+
+					{{#if guestPool}}
+						<button class="button return-inquiry button-block"><span><i class="icon-ccw"></i> {{_ "Return"}}</span></button>
+					{{/if}}
 					<!-- <button class="button pvt-msg"><span><i class="icon-forward"></i> {{_ "Forward"}}</span></button> -->
 				</nav>
 
diff --git a/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.js b/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.js
index b168d44f5e3..e69075a46fc 100644
--- a/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.js
+++ b/packages/rocketchat-livechat/client/views/app/tabbar/visitorInfo.js
@@ -95,6 +95,10 @@ Template.visitorInfo.helpers({
 		const room = ChatRoom.findOne({ _id: this.rid });
 
 		return room.open;
+	},
+
+	guestPool() {
+		return RocketChat.settings.get('Livechat_Routing_Method') === 'Guest_Pool';
 	}
 });
 
@@ -137,6 +141,26 @@ Template.visitorInfo.events({
 				});
 			});
 		});
+	},
+	'click .return-inquiry'(event) {
+		event.preventDefault();
+
+		swal({
+			title: t('Would_you_like_to_return_the_inquiry'),
+			type: 'warning',
+			showCancelButton: true,
+			confirmButtonColor: '#3085d6',
+			cancelButtonColor: '#d33',
+			confirmButtonText: t('yes')
+		}, () => {
+			Meteor.call('livechat:returnAsInquiry', this.rid, function(error/*, result*/) {
+				if (error) {
+					console.log(error);
+				} else {
+					FlowRouter.go('/home');
+				}
+			});
+		});
 	}
 });
 
diff --git a/packages/rocketchat-livechat/client/views/sideNav/livechat.html b/packages/rocketchat-livechat/client/views/sideNav/livechat.html
index 2ab2e9b3cda..2bb28bf4c4e 100644
--- a/packages/rocketchat-livechat/client/views/sideNav/livechat.html
+++ b/packages/rocketchat-livechat/client/views/sideNav/livechat.html
@@ -2,11 +2,29 @@
 	<div class="livechat-section {{livechatAvailable}}">
 		<h3 class="{{isActive}}">
 			{{_ "Livechat"}}
-
 			{{#with available}}
 				<i class="livechat-status {{status}} {{icon}}" title="{{hint}}"></i>
 			{{/with}}
 		</h3>
+
+		{{#if guestPool}}
+			<h3 class="{{isActive}}">
+			{{_ "Incoming Livechats"}}
+			</h3>
+			<ul>
+				{{#each inquiries}}
+					{{> livechatInquiryItem }}
+				{{else}}
+					<p class="empty">{{_ "No_livechats" }}</p>
+				{{/each}}
+			</ul>
+
+			<h3 class="{{isActive}}">
+			{{_ "Open Livechats"}}
+			</h3>
+		{{/if}}
+
+
 		<ul>
 			{{#each rooms}}
 				{{> chatRoomItem }}
diff --git a/packages/rocketchat-livechat/client/views/sideNav/livechat.js b/packages/rocketchat-livechat/client/views/sideNav/livechat.js
index 3485257d1b3..5a70c4fcb7c 100644
--- a/packages/rocketchat-livechat/client/views/sideNav/livechat.js
+++ b/packages/rocketchat-livechat/client/views/sideNav/livechat.js
@@ -1,3 +1,4 @@
+/* globals LivechatInquiry, KonchatNotification */
 Template.livechat.helpers({
 	isActive() {
 		if (ChatSubscription.findOne({
@@ -36,6 +37,27 @@ Template.livechat.helpers({
 			}
 		});
 	},
+	inquiries() {
+		// get all inquiries of the department
+		var inqs = LivechatInquiry.find({
+			agents: Meteor.userId(),
+			status: 'open'
+		}, {
+			sort: {
+				'ts' : 1
+			}
+		});
+
+		// for notification sound
+		inqs.forEach(function(inq) {
+			KonchatNotification.newRoom(inq.rid);
+		});
+
+		return inqs;
+	},
+	guestPool() {
+		return RocketChat.settings.get('Livechat_Routing_Method') === 'Guest_Pool';
+	},
 	available() {
 		const user = Meteor.user();
 		return {
@@ -62,3 +84,7 @@ Template.livechat.events({
 		});
 	}
 });
+
+Template.livechat.onCreated(function() {
+	this.subscribe('livechat:inquiry');
+});
diff --git a/packages/rocketchat-livechat/config.js b/packages/rocketchat-livechat/config.js
index 44acb690b98..6a3f6187a3f 100644
--- a/packages/rocketchat-livechat/config.js
+++ b/packages/rocketchat-livechat/config.js
@@ -139,4 +139,14 @@ Meteor.startup(function() {
 			{ key: 'title', i18nLabel: 'Page_title' }
 		]
 	});
+
+	RocketChat.settings.add('Livechat_Routing_Method', 'Least_Amount', {
+		type: 'select',
+		group: 'Livechat',
+		public: true,
+		values: [
+			{key: 'Least_Amount', i18nLabel: 'Least_Amount'},
+			{key: 'Guest_Pool', i18nLabel: 'Guest_Pool'}
+		]
+	});
 });
diff --git a/packages/rocketchat-livechat/package.js b/packages/rocketchat-livechat/package.js
index 4ccb247c241..234d4a9baaf 100644
--- a/packages/rocketchat-livechat/package.js
+++ b/packages/rocketchat-livechat/package.js
@@ -57,6 +57,7 @@ Package.onUse(function(api) {
 	api.addFiles('client/collections/LivechatDepartmentAgents.js', 'client');
 	api.addFiles('client/collections/LivechatPageVisited.js', 'client');
 	api.addFiles('client/collections/LivechatTrigger.js', 'client');
+	api.addFiles('client/collections/LivechatInquiry.js', 'client');
 
 	api.addFiles('client/methods/changeLivechatStatus.js', 'client');
 
@@ -128,6 +129,8 @@ Package.onUse(function(api) {
 	api.addFiles('server/methods/sendOfflineMessage.js', 'server');
 	api.addFiles('server/methods/setCustomField.js', 'server');
 	api.addFiles('server/methods/webhookTest.js', 'server');
+	api.addFiles('server/methods/takeInquiry.js', 'server');
+	api.addFiles('server/methods/returnAsInquiry.js', 'server');
 
 	// models
 	api.addFiles('server/models/Users.js', 'server');
@@ -139,14 +142,18 @@ Package.onUse(function(api) {
 	api.addFiles('server/models/LivechatPageVisited.js', 'server');
 	api.addFiles('server/models/LivechatTrigger.js', 'server');
 	api.addFiles('server/models/indexes.js', 'server');
+	api.addFiles('server/models/LivechatInquiry.js', 'server');
 
 	// server lib
 	api.addFiles('server/lib/Livechat.js', 'server');
+	api.addFiles('server/lib/QueueMethods.js', 'server');
+
 	api.addFiles('server/sendMessageBySMS.js', 'server');
 	api.addFiles('server/externalMessageHook.js', 'server');
 	api.addFiles('server/forwardUnclosedLivechats.js', 'server');
 	api.addFiles('server/setupWebhook.js', 'server');
 
+
 	// publications
 	api.addFiles('server/publications/customFields.js', 'server');
 	api.addFiles('server/publications/departmentAgents.js', 'server');
@@ -158,6 +165,7 @@ Package.onUse(function(api) {
 	api.addFiles('server/publications/visitorHistory.js', 'server');
 	api.addFiles('server/publications/visitorInfo.js', 'server');
 	api.addFiles('server/publications/visitorPageVisited.js', 'server');
+	api.addFiles('server/publications/livechatInquiries.js', 'server');
 
 	// api
 	api.addFiles('server/api.js', 'server');
diff --git a/packages/rocketchat-livechat/server/lib/Livechat.js b/packages/rocketchat-livechat/server/lib/Livechat.js
index 9ab420fa031..cc4b7171856 100644
--- a/packages/rocketchat-livechat/server/lib/Livechat.js
+++ b/packages/rocketchat-livechat/server/lib/Livechat.js
@@ -14,6 +14,13 @@ RocketChat.Livechat = {
 			return RocketChat.models.Users.getNextAgent();
 		}
 	},
+	getAgents(department) {
+		if (department) {
+			return RocketChat.models.LivechatDepartmentAgents.getForDepartment(department);
+		} else {
+			return RocketChat.models.Users.findOnlineAgents();
+		}
+	},
 	sendMessage({ guest, message, roomInfo }) {
 		var room = RocketChat.models.Rooms.findOneById(message.rid);
 		var newRoom = false;
@@ -24,7 +31,6 @@ RocketChat.Livechat = {
 		}
 
 		if (room == null) {
-
 			// if no department selected verify if there is only one active and use it
 			if (!guest.department) {
 				var departments = RocketChat.models.LivechatDepartment.findEnabledWithAgents();
@@ -33,52 +39,9 @@ RocketChat.Livechat = {
 				}
 			}
 
-			const agent = RocketChat.Livechat.getNextAgent(guest.department);
-			if (!agent) {
-				throw new Meteor.Error('no-agent-online', 'Sorry, no online agents');
-			}
-
-			const roomCode = RocketChat.models.Rooms.getNextLivechatRoomCode();
-
-			room = _.extend({
-				_id: message.rid,
-				msgs: 1,
-				lm: new Date(),
-				code: roomCode,
-				label: guest.name || guest.username,
-				usernames: [agent.username, guest.username],
-				t: 'l',
-				ts: new Date(),
-				v: {
-					_id: guest._id,
-					token: message.token
-				},
-				servedBy: {
-					_id: agent.agentId,
-					username: agent.username
-				},
-				open: true
-			}, roomInfo);
-			let subscriptionData = {
-				rid: message.rid,
-				name: guest.name || guest.username,
-				alert: true,
-				open: true,
-				unread: 1,
-				answered: false,
-				code: roomCode,
-				u: {
-					_id: agent.agentId,
-					username: agent.username
-				},
-				t: 'l',
-				desktopNotifications: 'all',
-				mobilePushNotifications: 'all',
-				emailNotifications: 'all'
-			};
-
-			RocketChat.models.Rooms.insert(room);
-			RocketChat.models.Subscriptions.insert(subscriptionData);
+			// delegate room creation to QueueMethods
+			const routingMethod = RocketChat.settings.get('Livechat_Routing_Method');
+			room = RocketChat.QueueMethods[routingMethod](guest, message, roomInfo);
 
 			newRoom = true;
 		} else {
diff --git a/packages/rocketchat-livechat/server/lib/QueueMethods.js b/packages/rocketchat-livechat/server/lib/QueueMethods.js
new file mode 100644
index 00000000000..bf60d1a307b
--- /dev/null
+++ b/packages/rocketchat-livechat/server/lib/QueueMethods.js
@@ -0,0 +1,114 @@
+RocketChat.QueueMethods = {
+	/* Least Amount Queuing method:
+	 *
+	 * default method where the agent with the least number
+	 * of open chats is paired with the incoming livechat
+	 */
+	'Least_Amount' : function(guest, message, roomInfo) {
+		const agent = RocketChat.Livechat.getNextAgent(guest.department);
+		if (!agent) {
+			throw new Meteor.Error('no-agent-online', 'Sorry, no online agents');
+		}
+
+		const roomCode = RocketChat.models.Rooms.getNextLivechatRoomCode();
+
+		const room = _.extend({
+			_id: message.rid,
+			msgs: 1,
+			lm: new Date(),
+			code: roomCode,
+			label: guest.name || guest.username,
+			usernames: [agent.username, guest.username],
+			t: 'l',
+			ts: new Date(),
+			v: {
+				_id: guest._id,
+				token: message.token
+			},
+			servedBy: {
+				_id: agent.agentId,
+				username: agent.username
+			},
+			open: true
+		}, roomInfo);
+		let subscriptionData = {
+			rid: message.rid,
+			name: guest.name || guest.username,
+			alert: true,
+			open: true,
+			unread: 1,
+			answered: false,
+			code: roomCode,
+			u: {
+				_id: agent.agentId,
+				username: agent.username
+			},
+			t: 'l',
+			desktopNotifications: 'all',
+			mobilePushNotifications: 'all',
+			emailNotifications: 'all'
+		};
+
+		RocketChat.models.Rooms.insert(room);
+		RocketChat.models.Subscriptions.insert(subscriptionData);
+
+		return room;
+	},
+	/* Guest Pool Queuing Method:
+	 *
+	 * An incomming livechat is created as an Inquiry
+	 * which is picked up from an agent.
+	 * An Inquiry is visible to all agents (TODO: in the correct department)
+     *
+	 * A room is still created with the initial message, but it is occupied by
+	 * only the client until paired with an agent
+	 */
+	'Guest_Pool' : function(guest, message, roomInfo) {
+		const agents = RocketChat.Livechat.getAgents(guest.department);
+		if (!agents) {
+			throw new Meteor.Error('no-agent-online', 'Sorry, no online agents');
+		}
+
+		const roomCode = RocketChat.models.Rooms.getNextLivechatRoomCode();
+
+		const agentIds = [];
+
+		agents.forEach((agent) => {
+			if (guest.department) {
+				agentIds.push(agent.agentId);
+			} else {
+				agentIds.push(agent._id);
+			}
+		});
+
+		var inquiry = {
+			rid: message.rid,
+			message: message.msg,
+			name: guest.name || guest.username,
+			ts: new Date(),
+			code: roomCode,
+			department: guest.department,
+			agents: agentIds,
+			status: 'open'
+		};
+		const room = _.extend({
+			_id: message.rid,
+			msgs: 1,
+			lm: new Date(),
+			code: roomCode,
+			label: guest.name || guest.username,
+			usernames: [guest.username],
+			t: 'l',
+			ts: new Date(),
+			v: {
+				_id: guest._id,
+				token: message.token
+			},
+			open: true
+		}, roomInfo);
+		RocketChat.models.LivechatInquiry.insert(inquiry);
+		RocketChat.models.Rooms.insert(room);
+
+		return room;
+	}
+};
diff --git a/packages/rocketchat-livechat/server/methods/returnAsInquiry.js b/packages/rocketchat-livechat/server/methods/returnAsInquiry.js
new file mode 100644
index 00000000000..78d55b71940
--- /dev/null
+++ b/packages/rocketchat-livechat/server/methods/returnAsInquiry.js
@@ -0,0 +1,20 @@
+Meteor.methods({
+	'livechat:returnAsInquiry'(rid) {
+		if (!Meteor.userId() || !RocketChat.authz.hasPermission(Meteor.userId(), 'view-l-room')) {
+			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:saveDepartment' });
+		}
+
+		// //delete agent and room subscription
+		RocketChat.models.Subscriptions.removeByRoomId(rid);
+
+		// remove user from room
+		var username = Meteor.user().name;
+		RocketChat.models.Rooms.removeUsernameById(rid, username);
+
+		// find inquiry corresponding to room
+		var inquiry = RocketChat.models.LivechatInquiry.findOne({rid: rid});
+
+		// mark inquiry as open
+		return RocketChat.models.LivechatInquiry.openInquiry(inquiry._id);
+	}
+});
\ No newline at end of file
diff --git a/packages/rocketchat-livechat/server/methods/takeInquiry.js b/packages/rocketchat-livechat/server/methods/takeInquiry.js
new file mode 100644
index 00000000000..3f16d22737f
--- /dev/null
+++ b/packages/rocketchat-livechat/server/methods/takeInquiry.js
@@ -0,0 +1,40 @@
+Meteor.methods({
+	'livechat:takeInquiry'(inquiry, agent) {
+		if (!Meteor.userId() || !RocketChat.authz.hasPermission(Meteor.userId(), 'view-l-room')) {
+			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:takeInquiry' });
+		}
+
+		if (RocketChat.models.LivechatInquiry.getStatus(inquiry._id) === 'taken') {
+			throw new Meteor.Error('error-not-allowed', 'Inquiry already taken', { method: 'livechat:takeInquiry' });
+		}
+
+		// add subscription
+		var subscriptionData = {
+			rid: inquiry.rid,
+			name: inquiry.name,
+			alert: true,
+			open: true,
+			unread: 1,
+			code: inquiry.code,
+			u: {
+				_id: agent._id,
+				username: agent.username
+			},
+			t: 'l',
+			desktopNotifications: 'all',
+			mobilePushNotifications: 'all',
+			emailNotifications: 'all',
+			answered: 'false'
+		};
+		RocketChat.models.Subscriptions.insert(subscriptionData);
+
+		// add user to room
+		RocketChat.models.Rooms.addUsernameById(inquiry.rid, agent.username);
+
+		// mark inquiry as taken
+		RocketChat.models.LivechatInquiry.takeInquiry(inquiry._id);
+
+		// return room corresponding to inquiry (for redirecting agent to the room route)
+		return RocketChat.models.Rooms.findOneById(inquiry.rid);
+	}
+});
diff --git a/packages/rocketchat-livechat/server/models/LivechatDepartmentAgents.js b/packages/rocketchat-livechat/server/models/LivechatDepartmentAgents.js
index 305868b3dd6..cd477fdcd60 100644
--- a/packages/rocketchat-livechat/server/models/LivechatDepartmentAgents.js
+++ b/packages/rocketchat-livechat/server/models/LivechatDepartmentAgents.js
@@ -70,6 +70,33 @@ class LivechatDepartmentAgents extends RocketChat.models._Base {
 			return null;
 		}
 	}
+
+	getForDepartment(departmentId) {
+		var agents = this.findByDepartmentId(departmentId).fetch();
+
+		if (agents.length === 0) {
+			return;
+		}
+
+		var onlineUsers = RocketChat.models.Users.findOnlineUserFromList(_.pluck(agents, 'username'));
+
+		var onlineUsernames = _.pluck(onlineUsers.fetch(), 'username');
+
+		var query = {
+			departmentId: departmentId,
+			username: {
+				$in: onlineUsernames
+			}
+		};
+
+		var depAgents = this.find(query);
+
+		if (depAgents) {
+			return depAgents;
+		} else {
+			return null;
+		}
+	}
 }
 
 RocketChat.models.LivechatDepartmentAgents = new LivechatDepartmentAgents();
diff --git a/packages/rocketchat-livechat/server/models/LivechatInquiry.js b/packages/rocketchat-livechat/server/models/LivechatInquiry.js
new file mode 100644
index 00000000000..785999ca1a0
--- /dev/null
+++ b/packages/rocketchat-livechat/server/models/LivechatInquiry.js
@@ -0,0 +1,45 @@
+class LivechatInquiry extends RocketChat.models._Base {
+	constructor() {
+		super();
+		this._initModel('livechat_inquiry');
+
+		this.tryEnsureIndex({ 'rid': 1 }); // room id corresponding to this inquiry
+		this.tryEnsureIndex({ 'name': 1 }); // name of the inquiry (client name for now)
+		this.tryEnsureIndex({ 'message': 1 }); // message sent by the client
+		this.tryEnsureIndex({ 'ts': 1 }); // timestamp
+		this.tryEnsureIndex({ 'code': 1 }); // (for routing)
+		this.tryEnsureIndex({ 'agents': 1}); // Id's of the agents who can see the inquiry (handle departments)
+		this.tryEnsureIndex({ 'status': 1}); // 'open', 'taken'
+	}
+
+	/*
+	 * mark the inquiry as taken
+	 */
+	takeInquiry(inquiryId) {
+		this.update({
+			'_id': inquiryId
+		}, {
+			$set: { status: 'taken' }
+		});
+	}
+
+	/*
+	 * mark inquiry as open
+	 */
+	openInquiry(inquiryId) {
+		this.update({
+			'_id': inquiryId
+		}, {
+			$set: { status: 'open' }
+		});
+	}
+
+	/*
+	 * return the status of the inquiry (open or taken)
+	 */
+	getStatus(inquiryId) {
+		return this.findOne({'_id': inquiryId}).status;
+	}
+}
+
+RocketChat.models.LivechatInquiry = new LivechatInquiry();
\ No newline at end of file
diff --git a/packages/rocketchat-livechat/server/publications/livechatInquiries.js b/packages/rocketchat-livechat/server/publications/livechatInquiries.js
new file mode 100644
index 00000000000..db2b43bb2db
--- /dev/null
+++ b/packages/rocketchat-livechat/server/publications/livechatInquiries.js
@@ -0,0 +1,12 @@
+Meteor.publish('livechat:inquiry', function() {
+	if (!this.userId) {
+		return this.error(new Meteor.Error('error-not-authorized', 'Not authorized', { publish: 'livechat:inquiry' }));
+	}
+
+	if (!RocketChat.authz.hasPermission(this.userId, 'view-l-room')) {
+		return this.error(new Meteor.Error('error-not-authorized', 'Not authorized', { publish: 'livechat:inquiry' }));
+	}
+
+
+	return RocketChat.models.LivechatInquiry.find();
+});
diff --git a/packages/rocketchat-ui-sidenav/package.js b/packages/rocketchat-ui-sidenav/package.js
index 3977a2ef19d..2d74ad78618 100644
--- a/packages/rocketchat-ui-sidenav/package.js
+++ b/packages/rocketchat-ui-sidenav/package.js
@@ -40,6 +40,7 @@ Package.onUse(function(api) {
 	api.addFiles('side-nav/starredRooms.html', 'client');
 	api.addFiles('side-nav/unreadRooms.html', 'client');
 	api.addFiles('side-nav/userStatus.html', 'client');
+	api.addFiles('side-nav/livechatInquiryItem.html', 'client');
 
 	api.addFiles('side-nav/accountBox.coffee', 'client');
 	api.addFiles('side-nav/channels.coffee', 'client');
@@ -58,7 +59,7 @@ Package.onUse(function(api) {
 	api.addFiles('side-nav/sideNav.coffee', 'client');
 	api.addFiles('side-nav/starredRooms.coffee', 'client');
 	api.addFiles('side-nav/unreadRooms.coffee', 'client');
-
+	api.addFiles('side-nav/livechatInquiryItem.js', 'client');
 });
 
 Npm.depends({
diff --git a/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.html b/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.html
new file mode 100644
index 00000000000..2fe04d393c9
--- /dev/null
+++ b/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.html
@@ -0,0 +1,11 @@
+<template name="livechatInquiryItem">
+	<li class="link-room-{{rid}} {{active}} {{#if unread}}has-unread{{/if}} {{#if alert}}has-alert{{/if}}">
+		<a class="open-room" href="{{route}}" title="{{name}}">
+			<!-- {{#if unread}} -->
+				<!-- <span class="unread">{{unread}}</span> -->
+			<!-- {{/if}} -->
+			<i class="{{roomIcon}} {{userStatus}}" aria-label=""></i>
+			<span class='name'>{{name}}</span>
+		</a>
+	</li>
+</template>
diff --git a/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.js b/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.js
new file mode 100644
index 00000000000..f797df25ba0
--- /dev/null
+++ b/packages/rocketchat-ui-sidenav/side-nav/livechatInquiryItem.js
@@ -0,0 +1,65 @@
+/* globals KonchatNotification */
+Template.livechatInquiryItem.helpers({
+	alert: function() {
+		if (FlowRouter.getParam('_id') !== this.rid || !document.hasFocus()) {
+			return this.alert;
+		}
+	},
+	unread: function() {
+		return 1;
+	},
+	userStatus: function() {
+		return 'status-' + (Session.get('user_' + this.name + '_status') || 'offline');
+	},
+	name: function() {
+		return this.name;
+	},
+	roomIcon: function() {
+		return RocketChat.roomTypes.getIcon(this.t);
+	},
+	active: function() {
+		if (Session.get('openedRoom') === this.rid) {
+			return 'active';
+		}
+	},
+	route: function() {
+		return RocketChat.roomTypes.getRouteLink(this.t, this);
+	}
+});
+
+Template.livechatInquiryItem.rendered = function() {
+	if (!((FlowRouter.getParam('_id') != null) && FlowRouter.getParam('_id') === this.data.rid) && !this.data.ls && this.data.alert === true) {
+		return KonchatNotification.newRoom(this.data.rid);
+	}
+};
+
+Template.livechatInquiryItem.events({
+	'click .open-room': function(e) {
+		e.stopPropagation();
+		e.preventDefault();
+
+		var inquiry = this;
+
+		swal({
+			title: t('Livechat_Take_Confirm'),
+			text: t('Message') + ': ' + inquiry.message,
+			showCancelButton: true,
+			confirmButtonColor: '#3085d6',
+			cancelButtonColor: '#d33',
+			confirmButtonText: 'Take it!'
+		}, function(isConfirm) {
+			if (isConfirm) {
+				// make server method call
+				Meteor.call('livechat:takeInquiry', inquiry, Meteor.user(), function(error, result) {
+					if (!error) {
+						FlowRouter.go(RocketChat.roomTypes.getRouteLink(result.t, result));
+					}
+				});
+			}
+		});
+	}
+});
+
+Template.livechatInquiryItem.onDestroyed(function() {
+	swal.close();
+});