Rocket.Chat/app/livechat/server/methods/takeInquiry.js

import { Meteor } from 'meteor/meteor';

import { hasPermission } from '../../../authorization';
import { Users, LivechatInquiry } from '../../../models/server';
import { RoutingManager } from '../lib/RoutingManager';
import { userCanTakeInquiry } from '../lib/Helper';

Meteor.methods({
	'livechat:takeInquiry'(inquiryId, options) {
		if (!Meteor.userId() || !hasPermission(Meteor.userId(), 'view-l-room')) {
			throw new Meteor.Error('error-not-allowed', 'Not allowed', {
				method: 'livechat:takeInquiry',
			});
		}

		const inquiry = LivechatInquiry.findOneById(inquiryId);

		if (!inquiry || inquiry.status === 'taken') {
			throw new Meteor.Error('error-inquiry-taken', 'Inquiry already taken', {
				method: 'livechat:takeInquiry',
			});
		}

		const user = Users.findOneById(Meteor.userId(), {
			fields: { _id: 1, username: 1, roles: 1, status: 1, statusLivechat: 1 },
		});
		if (!userCanTakeInquiry(user)) {
			throw new Meteor.Error('error-agent-status-service-offline', 'Agent status is offline or Omnichannel service is not active', {
				method: 'livechat:takeInquiry',
			});
		}

		const agent = {
			agentId: user._id,
			username: user.username,
		};

		return RoutingManager.takeInquiry(inquiry, agent, options);
	},
});