chore: Improve system messages for omni-visitor abandonment feature

.changeset/hip-mugs-promise.md

@@ -0,0 +1,7 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/core-typings": patch
+"@rocket.chat/rest-typings": patch
+---
+
+fix: Omnichannel Visitor Abandonment feature not working for apps

apps/meteor/app/livechat/server/hooks/processRoomAbandonment.ts

@@ -85,11 +85,12 @@ callbacks.add(
  return params;
  }
 
- if (!room.v?.lastMessageTs) {
+ const contactLastMessageAt = room.contactLastMessageAt || room.v?.lastMessageTs;
+ if (!contactLastMessageAt) {
  return params;
  }
 
- const agentLastMessage = await Messages.findAgentLastMessageByVisitorLastMessageTs(room._id, room.v.lastMessageTs);
+ const agentLastMessage = await Messages.findAgentLastMessageByVisitorLastMessageTs(room._id, contactLastMessageAt);
  if (!agentLastMessage) {
  return params;
  }

apps/meteor/app/livechat/server/hooks/saveLastVisitorMessageTs.ts

@@ -2,15 +2,25 @@ import { isOmnichannelRoom } from '@rocket.chat/core-typings';
 import { LivechatRooms } from '@rocket.chat/models';
 
 import { callbacks } from '../../../../lib/callbacks';
+import { callbackLogger } from '../lib/logger';
 
 callbacks.add(
  'afterSaveMessage',
  async function (message, room) {
  if (!(isOmnichannelRoom(room) && room.v.token)) {
  return message;
  }
+ if (message.t) {
+ // skip if message is a special type
+ return message;
+ }
  if (message.token) {
  await LivechatRooms.setVisitorLastMessageTimestampByRoomId(room._id, message.ts);
+ callbackLogger.debug({
+ msg: 'Saved last visitor message timestamp',
+ rid: room._id,
+ msgId: message._id,
+ });
  }
  return message;
  },

apps/meteor/ee/app/livechat-enterprise/server/lib/Helper.ts

@@ -176,8 +176,9 @@ export const processWaitingQueue = async (department: string | undefined, inquir
 };
 
 export const setPredictedVisitorAbandonmentTime = async (room: IOmnichannelRoom) => {
+ const contactLastMessageAt = room.contactLastMessageAt || room.v?.lastMessageTs;
  if (
- !room.v?.lastMessageTs ||
+ !contactLastMessageAt ||
  !settings.get('Livechat_abandoned_rooms_action') ||
  settings.get('Livechat_abandoned_rooms_action') === 'none'
  ) {
@@ -195,7 +196,7 @@ export const setPredictedVisitorAbandonmentTime = async (room: IOmnichannelRoom)
  return;
  }
 
- const willBeAbandonedAt = moment(room.v.lastMessageTs).add(Number(secondsToAdd), 'seconds').toDate();
+ const willBeAbandonedAt = moment(contactLastMessageAt).add(Number(secondsToAdd), 'seconds').toDate();
  await LivechatRooms.setPredictedVisitorAbandonmentByRoomId(room._id, willBeAbandonedAt);
 };
 

apps/meteor/ee/app/livechat-enterprise/server/lib/VisitorInactivityMonitor.ts

@@ -70,14 +70,13 @@ export class VisitorInactivityMonitor {
 
  _initializeMessageCache() {
  this.messageCache.clear();
- this.messageCache.set('default', settings.get('Livechat_abandoned_rooms_closed_custom_message') || i18n.t('Closed_automatically'));
  }
 
  async _getDepartmentAbandonedCustomMessage(departmentId: string) {
  this.logger.debug(`Getting department abandoned custom message for department ${departmentId}`);
- if (this.messageCache.has('departmentId')) {
+ if (this.messageCache.has(departmentId)) {
  this.logger.debug(`Using cached department abandoned custom message for department ${departmentId}`);
- return this.messageCache.get('departmentId');
+ return this.messageCache.get(departmentId);
  }
  const department = await LivechatDepartment.findOneById(departmentId);
  if (!department) {
@@ -91,7 +90,7 @@ export class VisitorInactivityMonitor {
 
  async closeRooms(room: IOmnichannelRoom) {
  this.logger.debug(`Closing room ${room._id}`);
- let comment = this.messageCache.get('default');
+ let comment = await this.getDefaultAbandonedCustomMessage('close', room.v._id);
  if (room.departmentId) {
  comment = (await this._getDepartmentAbandonedCustomMessage(room.departmentId)) || comment;
  }
@@ -105,22 +104,8 @@ export class VisitorInactivityMonitor {
 
  async placeRoomOnHold(room: IOmnichannelRoom) {
  this.logger.debug(`Placing room ${room._id} on hold`);
- const timeout = settings.get<number>('Livechat_visitor_inactivity_timeout');
-
- const { v: { _id: visitorId } = {} } = room;
- if (!visitorId) {
- this.logger.debug(`Room ${room._id} does not have a visitor`);
- throw new Error('error-invalid_visitor');
- }
-
- const visitor = await LivechatVisitors.findOneById(visitorId);
- if (!visitor) {
- this.logger.debug(`Room ${room._id} does not have a visitor`);
- throw new Error('error-invalid_visitor');
- }
 
- const guest = visitor.name || visitor.username;
- const comment = i18n.t('Omnichannel_On_Hold_due_to_inactivity', { guest, timeout });
+ const comment = await this.getDefaultAbandonedCustomMessage('on-hold', room.v._id);
 
  const result = await Promise.allSettled([
  OmnichannelEEService.placeRoomOnHold(room, comment, this.user),
@@ -170,4 +155,41 @@ export class VisitorInactivityMonitor {
 
  this._initializeMessageCache();
  }
+
+ private async getDefaultAbandonedCustomMessage(abandonmentAction: 'close' | 'on-hold', visitorId: string) {
+ this.logger.debug(`Getting default abandoned custom message for ${abandonmentAction}`);
+
+ const visitor = await LivechatVisitors.findOneById(visitorId, {
+ projection: {
+ name: 1,
+ username: 1,
+ },
+ });
+ if (!visitor) {
+ this.logger.error({
+ msg: 'Error getting default abandoned custom message: visitor not found',
+ visitorId,
+ });
+ throw new Error('error-invalid_visitor');
+ }
+
+ const timeout = settings.get<number>('Livechat_visitor_inactivity_timeout');
+
+ const guest = visitor.name || visitor.username;
+
+ if (abandonmentAction === 'on-hold') {
+ return i18n.t('Omnichannel_On_Hold_due_to_inactivity', {
+ guest,
+ timeout,
+ });
+ }
+
+ return (
+ settings.get<string>('Livechat_abandoned_rooms_closed_custom_message') ||
+ i18n.t('Omnichannel_chat_closed_due_to_inactivity', {
+ guest,
+ timeout,
+ })
+ );
+ }
 }

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

@@ -3079,6 +3079,7 @@
  "Livechat_offline": "Omnichannel offline",
  "Livechat_offline_message_sent": "Livechat offline message sent",
  "Livechat_OfflineMessageToChannel_enabled": "Send Livechat offline messages to a channel",
+ "Omnichannel_chat_closed_due_to_inactivity": "The chat was automatically closed because we haven't received any reply from {{guest}} in {{timeout}} seconds",
  "Omnichannel_on_hold_chat_resumed": "On Hold Chat Resumed: {{comment}}",
  "Omnichannel_on_hold_chat_automatically": "The chat was automatically resumed from On Hold upon receiving a new message from {{guest}}",
  "Omnichannel_on_hold_chat_resumed_manually": "The chat was manually resumed from On Hold by {{user}}",
@@ -5939,4 +5940,4 @@
  "Uninstall_grandfathered_app": "Uninstall {{appName}}?",
  "App_will_lose_grandfathered_status": "**This {{context}} app will lose its grandfathered status.** \n \nWorkspaces on Community Edition can have up to {{limit}} {{context}} apps enabled. Grandfathered apps count towards the limit but the limit is not applied to them.",
  "Theme_Appearence": "Theme Appearence"
-}
+}

apps/meteor/server/models/raw/LivechatRooms.ts

@@ -2383,13 +2383,13 @@ export class LivechatRoomsRaw extends BaseRaw<IOmnichannelRoom> implements ILive
  return this.deleteOne(query);
  }
 
- setVisitorLastMessageTimestampByRoomId(roomId: string, lastMessageTs: Date) {
+ setVisitorLastMessageTimestampByRoomId(roomId: string, contactLastMessageAt: Date) {
  const query = {
  _id: roomId,
  };
  const update = {
  $set: {
- 'v.lastMessageTs': lastMessageTs,
+ contactLastMessageAt,
  },
  };
 

packages/core-typings/src/IInquiry.ts

@@ -24,6 +24,11 @@ export interface IVisitor {
  token: string;
  status: 'online' | 'busy' | 'away' | 'offline';
  phone?: string | null;
+
+ /**
+ * @deprecated
+ * use `room.contactLastMessageTs` instead
+ * */
  lastMessageTs?: Date;
 }
 

packages/core-typings/src/IRoom.ts

@@ -260,6 +260,9 @@ export interface IOmnichannelRoom extends IOmnichannelGenericRoom {
  // which is controlled by Livechat_auto_transfer_chat_timeout setting
  autoTransferredAt?: Date;
  autoTransferOngoing?: boolean;
+
+ // The timestamp when the contact last sent a message
+ contactLastMessageAt?: Date;
 }
 
 export interface IVoipRoom extends IOmnichannelGenericRoom {

packages/rest-typings/src/v1/omnichannel.ts

@@ -955,8 +955,8 @@ export type LivechatRoomsProps = {
 
 export type VisitorSearchChatsResult = Pick<
  IOmnichannelRoom,
- 'fname' | 'ts' | 'msgs' | 'servedBy' | 'closedAt' | 'closedBy' | 'closer' | 'tags' | '_id' | 'closingMessage'
-> & { v: Omit<IOmnichannelRoom['v'], 'lastMessageTs'> };
+ 'fname' | 'ts' | 'msgs' | 'servedBy' | 'closedAt' | 'closedBy' | 'closer' | 'tags' | '_id' | 'closingMessage' | 'v'
+>;
 
 const LivechatRoomsSchema = {
  type: 'object',