chore: Improve system messages for omni-visitor abandonment feature (#…

…29724)

Co-authored-by: Kevin Aleman <11577696+KevLehman@users.noreply.github.com>

.changeset/hip-mugs-promise.md

@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": patch
+---
+
+improve: System messages for omni-visitor abandonment feature

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

@@ -1,4 +1,4 @@
-import type { IOmnichannelRoom, IUser } from '@rocket.chat/core-typings';
+import type { ILivechatVisitor, IOmnichannelRoom, IUser } from '@rocket.chat/core-typings';
 import { LivechatVisitors, LivechatRooms, LivechatDepartment, Users } from '@rocket.chat/models';
 import { OmnichannelEEService } from '@rocket.chat/core-services';
 import { cronJobs } from '@rocket.chat/cron';
@@ -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 +155,39 @@ export class VisitorInactivityMonitor {
 
 		this._initializeMessageCache();
 	}
+
+	private async getDefaultAbandonedCustomMessage(abandonmentAction: 'close' | 'on-hold', visitorId: string) {
+		const visitor = await LivechatVisitors.findOneById<Pick<ILivechatVisitor, 'name' | 'username'>>(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

@@ -3083,6 +3083,7 @@
   "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}}",
@@ -5947,4 +5948,4 @@
   "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"
-}
+}