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[NEW][ENTERPRISE] Automatic transfer of unanswered conversations to a…
…nother 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>
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84 changes: 84 additions & 0 deletions
84
ee/app/livechat-enterprise/server/hooks/scheduleAutoTransfer.ts
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| Original file line number | Diff line number | Diff line change |
|---|---|---|
| @@ -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'; | ||
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| let autoTransferTimeout = 0; | ||
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| const handleAfterTakeInquiryCallback = async (inquiry: any = {}): Promise<any> => { | ||
| const { rid } = inquiry; | ||
| if (!rid || !rid.trim()) { | ||
| return; | ||
| } | ||
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| if (!autoTransferTimeout || autoTransferTimeout <= 0) { | ||
| return inquiry; | ||
| } | ||
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| const room = LivechatRooms.findOneById(rid, { autoTransferredAt: 1, autoTransferOngoing: 1 }); | ||
| if (!room || room.autoTransferredAt || room.autoTransferOngoing) { | ||
| return inquiry; | ||
| } | ||
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| await AutoTransferChatScheduler.scheduleRoom(rid, autoTransferTimeout as number); | ||
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| return inquiry; | ||
| }; | ||
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| const handleAfterSaveMessage = async (message: any = {}, room: any = {}): Promise<any> => { | ||
| const { _id: rid, t, autoTransferredAt, autoTransferOngoing } = room; | ||
| const { token } = message; | ||
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| if (!autoTransferTimeout || autoTransferTimeout <= 0) { | ||
| return message; | ||
| } | ||
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| if (!rid || !message || rid === '' || t !== 'l' || token) { | ||
| return message; | ||
| } | ||
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| if (autoTransferredAt) { | ||
| return message; | ||
| } | ||
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| if (!autoTransferOngoing) { | ||
| return message; | ||
| } | ||
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| await AutoTransferChatScheduler.unscheduleRoom(rid); | ||
| return message; | ||
| }; | ||
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| const handleAfterCloseRoom = async (room: any = {}): Promise<any> => { | ||
| const { _id: rid, autoTransferredAt, autoTransferOngoing } = room; | ||
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| if (!autoTransferTimeout || autoTransferTimeout <= 0) { | ||
| return room; | ||
| } | ||
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| if (autoTransferredAt) { | ||
| return room; | ||
| } | ||
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| if (!autoTransferOngoing) { | ||
| return room; | ||
| } | ||
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| await AutoTransferChatScheduler.unscheduleRoom(rid); | ||
| return room; | ||
| }; | ||
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| 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; | ||
| } | ||
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| 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'); | ||
| }); |
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89 changes: 89 additions & 0 deletions
89
ee/app/livechat-enterprise/server/lib/AutoTransferChatScheduler.ts
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| Original file line number | Diff line number | Diff line change |
|---|---|---|
| @@ -0,0 +1,89 @@ | ||
| import Agenda from 'agenda'; | ||
| import { MongoInternals } from 'meteor/mongo'; | ||
| import { Meteor } from 'meteor/meteor'; | ||
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| 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'; | ||
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| const schedulerUser = Users.findOneById('rocket.cat'); | ||
| const SCHEDULER_NAME = 'omnichannel_scheduler'; | ||
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| class AutoTransferChatSchedulerClass { | ||
| scheduler: Agenda; | ||
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| running: boolean; | ||
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| user: {}; | ||
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| public init(): void { | ||
| if (this.running) { | ||
| return; | ||
| } | ||
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| this.scheduler = new Agenda({ | ||
| mongo: (MongoInternals.defaultRemoteCollectionDriver().mongo as any).client.db(), | ||
| db: { collection: SCHEDULER_NAME }, | ||
| defaultConcurrency: 1, | ||
| }); | ||
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| this.scheduler.start(); | ||
| this.running = true; | ||
| } | ||
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| public async scheduleRoom(roomId: string, timeout: number): Promise<void> { | ||
| await this.unscheduleRoom(roomId); | ||
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| const jobName = `${ SCHEDULER_NAME }-${ roomId }`; | ||
| const when = new Date(); | ||
| when.setSeconds(when.getSeconds() + timeout); | ||
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| this.scheduler.define(jobName, this.executeJob.bind(this)); | ||
| await this.scheduler.schedule(when, jobName, { roomId }); | ||
| await LivechatRooms.setAutoTransferOngoingById(roomId); | ||
| } | ||
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| public async unscheduleRoom(roomId: string): Promise<void> { | ||
| const jobName = `${ SCHEDULER_NAME }-${ roomId }`; | ||
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| await LivechatRooms.unsetAutoTransferOngoingById(roomId); | ||
| await this.scheduler.cancel({ name: jobName }); | ||
| } | ||
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| 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; | ||
| } | ||
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| const { departmentId, servedBy: { _id: ignoreAgentId } } = room; | ||
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| if (!RoutingManager.getConfig().autoAssignAgent) { | ||
| return Livechat.returnRoomAsInquiry(room._id, departmentId); | ||
| } | ||
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| const agent = await RoutingManager.getNextAgent(departmentId, ignoreAgentId); | ||
| if (agent) { | ||
| return forwardRoomToAgent(room, { userId: agent.agentId, transferredBy: schedulerUser, transferredTo: agent }); | ||
| } | ||
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| return false; | ||
| } | ||
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| private async executeJob({ attrs: { data } }: any = {}): Promise<void> { | ||
| const { roomId } = data; | ||
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| if (await this.transferRoom(roomId)) { | ||
| LivechatRooms.setAutoTransferredAtById(roomId); | ||
| } | ||
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| await this.unscheduleRoom(roomId); | ||
| } | ||
| } | ||
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| export const AutoTransferChatScheduler = new AutoTransferChatSchedulerClass(); | ||
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| Meteor.startup(() => { | ||
| AutoTransferChatScheduler.init(); | ||
| }); |
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