[NEW][ENTERPRISE] Automatic transfer of unanswered conversations to another agent (#20090)

* [Omnichannel] Auto transfer chat based on inactivity

* Updated Livechat.transfer() method to support a new param - ignoredUserId

- This will prevent the transfer to the same agent
- For Manual selection method, place the chat back to the queue, if the agents doesn't respond back within the set duration

* Apply suggestions from code review

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

* Apply suggestion from code review

* Fix merge conflict

* Apply suggestions from code review

* Fix PR review.

* cancel previous jobs b4 scheduling new one + minor improvements

* Use a dedicated variable to read setting value.

* [optimize] prevent cancelling job after each message sent

* Improve codebase.

* Remove unnecessary import.

* Add PT-BR translations.

* Fix class methods.

* Improve class code.

* Added final improvements to the codebase.

* remove unnused import files.

* Move hardcoded variables to const.

Co-authored-by: Renato Becker <renato.augusto.becker@gmail.com>

app/livechat/server/hooks/beforeGetNextAgent.js

@@ -3,14 +3,14 @@ import { callbacks } from '../../../callbacks';
 import { settings } from '../../../settings';
 import { Users, LivechatDepartmentAgents } from '../../../models';
 
-callbacks.add('livechat.beforeGetNextAgent', (department) => {
+callbacks.add('livechat.beforeGetNextAgent', (department, ignoreAgentId) => {
 	if (!settings.get('Livechat_assign_new_conversation_to_bot')) {
 		return null;
 	}
 
 	if (department) {
-		return LivechatDepartmentAgents.getNextBotForDepartment(department);
+		return LivechatDepartmentAgents.getNextBotForDepartment(department, ignoreAgentId);
 	}
 
-	return Users.getNextBotAgent();
+	return Users.getNextBotAgent(ignoreAgentId);
 }, callbacks.priority.HIGH, 'livechat-before-get-next-agent');

app/livechat/server/lib/RoutingManager.js

@@ -37,11 +37,11 @@ export const RoutingManager = {
 		return this.getMethod().config || {};
 	},
 
-	async getNextAgent(department) {
-		let agent = callbacks.run('livechat.beforeGetNextAgent', department);
+	async getNextAgent(department, ignoreAgentId) {
+		let agent = callbacks.run('livechat.beforeGetNextAgent', department, ignoreAgentId);
 
 		if (!agent) {
-			agent = await this.getMethod().getNextAgent(department);
+			agent = await this.getMethod().getNextAgent(department, ignoreAgentId);
 		}
 
 		return agent;

app/livechat/server/lib/routing/AutoSelection.js

@@ -19,12 +19,12 @@ class AutoSelection {
 		};
 	}
 
-	getNextAgent(department) {
+	getNextAgent(department, ignoreAgentId) {
 		if (department) {
-			return LivechatDepartmentAgents.getNextAgentForDepartment(department);
+			return LivechatDepartmentAgents.getNextAgentForDepartment(department, ignoreAgentId);
 		}
 
-		return Users.getNextAgent();
+		return Users.getNextAgent(ignoreAgentId);
 	}
 
 	delegateAgent(agent) {

app/livechat/server/lib/routing/External.js

@@ -18,10 +18,14 @@ class ExternalQueue {
 		};
 	}
 
-	getNextAgent(department) {
+	getNextAgent(department, ignoreAgentId) {
 		for (let i = 0; i < 10; i++) {
 			try {
-				const queryString = department ? `?departmentId=${ department }` : '';
+				let queryString = department ? `?departmentId=${ department }` : '';
+				if (ignoreAgentId) {
+					const ignoreAgentIdParam = `ignoreAgentId=${ ignoreAgentId }`;
+					queryString = queryString.startsWith('?') ? `${ queryString }&${ ignoreAgentIdParam }` : `?${ ignoreAgentIdParam }`;
+				}
 				const result = HTTP.call('GET', `${ settings.get('Livechat_External_Queue_URL') }${ queryString }`, {
 					headers: {
 						'User-Agent': 'RocketChat Server',

app/models/server/models/LivechatDepartmentAgents.js

@@ -54,7 +54,7 @@ export class LivechatDepartmentAgents extends Base {
 		this.remove({ departmentId });
 	}
 
-	getNextAgentForDepartment(departmentId) {
+	getNextAgentForDepartment(departmentId, ignoreAgentId) {
 		const agents = this.findByDepartmentId(departmentId).fetch();
 
 		if (agents.length === 0) {
@@ -70,6 +70,7 @@ export class LivechatDepartmentAgents extends Base {
 			username: {
 				$in: onlineUsernames,
 			},
+			...ignoreAgentId && { agentId: { $ne: ignoreAgentId } },
 		};
 
 		const sort = {
@@ -137,7 +138,7 @@ export class LivechatDepartmentAgents extends Base {
 		return this.find(query);
 	}
 
-	getNextBotForDepartment(departmentId) {
+	getNextBotForDepartment(departmentId, ignoreAgentId) {
 		const agents = this.findByDepartmentId(departmentId).fetch();
 
 		if (agents.length === 0) {
@@ -152,6 +153,7 @@ export class LivechatDepartmentAgents extends Base {
 			username: {
 				$in: botUsernames,
 			},
+			...ignoreAgentId && { agentId: { $ne: ignoreAgentId } },
 		};
 
 		const sort = {

app/models/server/models/LivechatRooms.js

@@ -652,6 +652,45 @@ export class LivechatRooms extends Base {
 		return this.update(query, update);
 	}
 
+	setAutoTransferredAtById(roomId) {
+		const query = {
+			_id: roomId,
+		};
+		const update = {
+			$set: {
+				autoTransferredAt: new Date(),
+			},
+		};
+
+		return this.update(query, update);
+	}
+
+	setAutoTransferOngoingById(roomId) {
+		const query = {
+			_id: roomId,
+		};
+		const update = {
+			$set: {
+				autoTransferOngoing: true,
+			},
+		};
+
+		return this.update(query, update);
+	}
+
+	unsetAutoTransferOngoingById(roomId) {
+		const query = {
+			_id: roomId,
+		};
+		const update = {
+			$unset: {
+				autoTransferOngoing: 1,
+			},
+		};
+
+		return this.update(query, update);
+	}
+
 	changeVisitorByRoomId(roomId, { _id, username, token }) {
 		const query = {
 			_id: roomId,

app/models/server/models/Users.js

@@ -174,8 +174,11 @@ export class Users extends Base {
 		return this.find(query);
 	}
 
-	getNextAgent() {
-		const query = queryStatusAgentOnline();
+	getNextAgent(ignoreAgentId) {
+		const extraFilters = {
+			...ignoreAgentId && { _id: { $ne: ignoreAgentId } },
+		};
+		const query = queryStatusAgentOnline(extraFilters);
 
 		const collectionObj = this.model.rawCollection();
 		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
@@ -201,11 +204,12 @@ export class Users extends Base {
 		return null;
 	}
 
-	getNextBotAgent() {
+	getNextBotAgent(ignoreAgentId) {
 		const query = {
 			roles: {
 				$all: ['bot', 'livechat-agent'],
 			},
+			...ignoreAgentId && { _id: { $ne: ignoreAgentId } },
 		};
 
 		const collectionObj = this.model.rawCollection();

app/models/server/raw/Users.js

@@ -133,9 +133,9 @@ export class UsersRaw extends BaseRaw {
 		return this.col.distinct('federation.origin', { federation: { $exists: true } });
 	}
 
-	async getNextLeastBusyAgent(department) {
+	async getNextLeastBusyAgent(department, ignoreAgentId) {
 		const aggregate = [
-			{ $match: { status: { $exists: true, $ne: 'offline' }, statusLivechat: 'available', roles: 'livechat-agent' } },
+			{ $match: { status: { $exists: true, $ne: 'offline' }, statusLivechat: 'available', roles: 'livechat-agent', ...ignoreAgentId && { _id: { $ne: ignoreAgentId } } } },
 			{ $lookup: {
 				from: 'rocketchat_subscription',
 				let: { id: '$_id' },

ee/app/livechat-enterprise/server/hooks/scheduleAutoTransfer.ts

@@ -0,0 +1,84 @@
+import { AutoTransferChatScheduler } from '../lib/AutoTransferChatScheduler';
+import { callbacks } from '../../../../../app/callbacks/server';
+import { settings } from '../../../../../app/settings/server';
+import { LivechatRooms } from '../../../../../app/models/server';
+
+let autoTransferTimeout = 0;
+
+const handleAfterTakeInquiryCallback = async (inquiry: any = {}): Promise<any> => {
+	const { rid } = inquiry;
+	if (!rid || !rid.trim()) {
+		return;
+	}
+
+	if (!autoTransferTimeout || autoTransferTimeout <= 0) {
+		return inquiry;
+	}
+
+	const room = LivechatRooms.findOneById(rid, { autoTransferredAt: 1, autoTransferOngoing: 1 });
+	if (!room || room.autoTransferredAt || room.autoTransferOngoing) {
+		return inquiry;
+	}
+
+	await AutoTransferChatScheduler.scheduleRoom(rid, autoTransferTimeout as number);
+
+	return inquiry;
+};
+
+const handleAfterSaveMessage = async (message: any = {}, room: any = {}): Promise<any> => {
+	const { _id: rid, t, autoTransferredAt, autoTransferOngoing } = room;
+	const { token } = message;
+
+	if (!autoTransferTimeout || autoTransferTimeout <= 0) {
+		return message;
+	}
+
+	if (!rid || !message || rid === '' || t !== 'l' || token) {
+		return message;
+	}
+
+	if (autoTransferredAt) {
+		return message;
+	}
+
+	if (!autoTransferOngoing) {
+		return message;
+	}
+
+	await AutoTransferChatScheduler.unscheduleRoom(rid);
+	return message;
+};
+
+
+const handleAfterCloseRoom = async (room: any = {}): Promise<any> => {
+	const { _id: rid, autoTransferredAt, autoTransferOngoing } = room;
+
+	if (!autoTransferTimeout || autoTransferTimeout <= 0) {
+		return room;
+	}
+
+	if (autoTransferredAt) {
+		return room;
+	}
+
+	if (!autoTransferOngoing) {
+		return room;
+	}
+
+	await AutoTransferChatScheduler.unscheduleRoom(rid);
+	return room;
+};
+
+settings.get('Livechat_auto_transfer_chat_timeout', function(_, value) {
+	autoTransferTimeout = value as number;
+	if (!autoTransferTimeout || autoTransferTimeout === 0) {
+		callbacks.remove('livechat.afterTakeInquiry', 'livechat-auto-transfer-job-inquiry');
+		callbacks.remove('afterSaveMessage', 'livechat-cancel-auto-transfer-job-after-message');
+		callbacks.remove('livechat.closeRoom', 'livechat-cancel-auto-transfer-on-close-room');
+		return;
+	}
+
+	callbacks.add('livechat.afterTakeInquiry', handleAfterTakeInquiryCallback, callbacks.priority.MEDIUM, 'livechat-auto-transfer-job-inquiry');
+	callbacks.add('afterSaveMessage', handleAfterSaveMessage, callbacks.priority.HIGH, 'livechat-cancel-auto-transfer-job-after-message');
+	callbacks.add('livechat.closeRoom', handleAfterCloseRoom, callbacks.priority.HIGH, 'livechat-cancel-auto-transfer-on-close-room');
+});

ee/app/livechat-enterprise/server/index.js

@@ -25,6 +25,7 @@ import './hooks/onCheckRoomParamsApi';
 import './hooks/onLoadConfigApi';
 import './hooks/onCloseLivechat';
 import './hooks/onSaveVisitorInfo';
+import './hooks/scheduleAutoTransfer';
 import './lib/routing/LoadBalancing';
 import { onLicense } from '../../license/server';
 import './business-hour';

ee/app/livechat-enterprise/server/lib/AutoTransferChatScheduler.ts

@@ -0,0 +1,89 @@
+import Agenda from 'agenda';
+import { MongoInternals } from 'meteor/mongo';
+import { Meteor } from 'meteor/meteor';
+
+import { LivechatRooms, Users } from '../../../../../app/models/server';
+import { Livechat } from '../../../../../app/livechat/server';
+import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { forwardRoomToAgent } from '../../../../../app/livechat/server/lib/Helper';
+
+const schedulerUser = Users.findOneById('rocket.cat');
+const SCHEDULER_NAME = 'omnichannel_scheduler';
+
+class AutoTransferChatSchedulerClass {
+	scheduler: Agenda;
+
+	running: boolean;
+
+	user: {};
+
+	public init(): void {
+		if (this.running) {
+			return;
+		}
+
+		this.scheduler = new Agenda({
+			mongo: (MongoInternals.defaultRemoteCollectionDriver().mongo as any).client.db(),
+			db: { collection: SCHEDULER_NAME },
+			defaultConcurrency: 1,
+		});
+
+		this.scheduler.start();
+		this.running = true;
+	}
+
+	public async scheduleRoom(roomId: string, timeout: number): Promise<void> {
+		await this.unscheduleRoom(roomId);
+
+		const jobName = `${ SCHEDULER_NAME }-${ roomId }`;
+		const when = new Date();
+		when.setSeconds(when.getSeconds() + timeout);
+
+		this.scheduler.define(jobName, this.executeJob.bind(this));
+		await this.scheduler.schedule(when, jobName, { roomId });
+		await LivechatRooms.setAutoTransferOngoingById(roomId);
+	}
+
+	public async unscheduleRoom(roomId: string): Promise<void> {
+		const jobName = `${ SCHEDULER_NAME }-${ roomId }`;
+
+		await LivechatRooms.unsetAutoTransferOngoingById(roomId);
+		await this.scheduler.cancel({ name: jobName });
+	}
+
+	private async transferRoom(roomId: string): Promise<boolean> {
+		const room = LivechatRooms.findOneById(roomId, { _id: 1, v: 1, servedBy: 1, open: 1, departmentId: 1 });
+		if (!room?.open || !room?.servedBy?._id) {
+			return false;
+		}
+
+		const { departmentId, servedBy: { _id: ignoreAgentId } } = room;
+
+		if (!RoutingManager.getConfig().autoAssignAgent) {
+			return Livechat.returnRoomAsInquiry(room._id, departmentId);
+		}
+
+		const agent = await RoutingManager.getNextAgent(departmentId, ignoreAgentId);
+		if (agent) {
+			return forwardRoomToAgent(room, { userId: agent.agentId, transferredBy: schedulerUser, transferredTo: agent });
+		}
+
+		return false;
+	}
+
+	private async executeJob({ attrs: { data } }: any = {}): Promise<void> {
+		const { roomId } = data;
+
+		if (await this.transferRoom(roomId)) {
+			LivechatRooms.setAutoTransferredAtById(roomId);
+		}
+
+		await this.unscheduleRoom(roomId);
+	}
+}
+
+export const AutoTransferChatScheduler = new AutoTransferChatSchedulerClass();
+
+Meteor.startup(() => {
+	AutoTransferChatScheduler.init();
+});

ee/app/livechat-enterprise/server/lib/routing/LoadBalancing.js

@@ -19,8 +19,8 @@ class LoadBalancing {
 		};
 	}
 
-	async getNextAgent(department) {
-		const nextAgent = await Users.getNextLeastBusyAgent(department);
+	async getNextAgent(department, ignoreAgentId) {
+		const nextAgent = await Users.getNextLeastBusyAgent(department, ignoreAgentId);
 		if (!nextAgent) {
 			return;
 		}

ee/app/livechat-enterprise/server/settings.js

@@ -90,6 +90,18 @@ export const createSettings = () => {
 		],
 	});
 
+	settings.add('Livechat_auto_transfer_chat_timeout', 0, {
+		type: 'int',
+		group: 'Omnichannel',
+		section: 'Sessions',
+		i18nDescription: 'Livechat_auto_transfer_chat_timeout_description',
+		enterprise: true,
+		invalidValue: 0,
+		modules: [
+			'livechat-enterprise',
+		],
+	});
+
 	settings.addGroup('Omnichannel', function() {
 		this.section('Business_Hours', function() {
 			this.add('Livechat_business_hour_type', 'Single', {

packages/rocketchat-i18n/i18n/en.i18n.json

@@ -2339,6 +2339,8 @@
   "Livechat_Agents": "Agents",
   "Livechat_AllowedDomainsList": "Livechat Allowed Domains",
   "Livechat_Appearance": "Livechat Appearance",
+  "Livechat_auto_transfer_chat_timeout": "Timeout (in seconds) for automatic transfer of unanswered chats to another agent",
+  "Livechat_auto_transfer_chat_timeout_description" : "This event takes place only when the chat has just started. After the first transfering for inactivity, the room is no longer monitored.",
   "Livechat_business_hour_type": "Business Hour Type (Single or Multiple)",
   "Livechat_chat_transcript_sent": "Chat transcript sent: __transcript__",
   "Livechat_custom_fields_options_placeholder": "Comma-separated list used to select a pre-configured value. Spaces between elements are not accepted.",
@@ -4198,4 +4200,4 @@
   "Your_temporary_password_is_password": "Your temporary password is <strong>[password]</strong>.",
   "Your_TOTP_has_been_reset": "Your Two Factor TOTP has been reset.",
   "Your_workspace_is_ready": "Your workspace is ready to use 🎉"
-}
+}

packages/rocketchat-i18n/i18n/pt-BR.i18n.json

@@ -2024,6 +2024,8 @@
   "Livechat_Agents": "Agentes",
   "Livechat_AllowedDomainsList": "Domínios permitidos em Livechat",
   "Livechat_Appearance": "Aparência do Livechat",
+  "Livechat_auto_transfer_chat_timeout": "Tempo limite (em segundos) para transferência automática de conversas não respondidas pelo agente",
+  "Livechat_auto_transfer_chat_timeout_description" : "Este evento ocorre apenas quando a conversa foi iniciada. Após a primeira transferência por inatividade a conversa não será mais monitorada.",
   "Livechat_business_hour_type": "Tipo de Horário de expediente (Único ou Múltiplo)",
   "Livechat_chat_transcript_sent": "Transcrição de bate-papo enviada: __transcript__",
   "Livechat_custom_fields_options_placeholder": "Lista separada por vírgula usada para selecionar um valor pré-configurado. Espaços entre elementos não são aceitos.",