[NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms #17055

MarcosSpessatto · 2020-03-27T22:21:36Z

This new feature allows administrators to automatically close Omnichannel rooms when a chat is considered abandoned by the visitor. We already have a setting to define how long to wait before considering an abandoned chat, so now we can also close chats that have been abandoned.

app/livechat/server/hooks/saveVisitorInactivity.js

app/livechat/server/index.js

app/livechat/server/lib/VisitorInactivityMonitor.js

app/livechat/server/startup.js

app/models/server/models/LivechatRooms.js

renatobecker

@MarcosSpessatto I suggest renaming all of the terms inactive by abandoned.
Thanks.

app/livechat/server/index.js

app/models/server/models/LivechatRooms.js

ee/i18n/en.i18n.json

ee/app/livechat-enterprise/server/lib/VisitorInactivityMonitor.js

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

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

renatobecker · 2020-04-05T22:07:17Z

@MarcosSpessatto We need to add a new setting to set a custom close message when the room is closed by visitor inactivity. The closeRoom method accepts a comment parameter, so, if there is a custom message defined, we need to pass it as the comment parameter.
The custom message can be defined by default setting or by department.

renatobecker

@MarcosSpessatto we almost done, but I left some comments to improve specific parts of the code.

Also, we need to update the predicted Visitor Abandonment value when a room is forward from a department to another, did you get it?
We can have a different department.visitorInactivityTimeoutInSeconds value between the old and the new department, so we need to check it and if the values are not equal, we need to update the room.

We already have a callback for this purpose, please take a look at here:
https://github.com/RocketChat/Rocket.Chat/blob/develop/ee/app/livechat-enterprise/server/hooks/afterForwardChatToDepartment.js#L5-L24

Thanks.

ee/i18n/en.i18n.json

ee/i18n/pt-BR.i18n.json

ee/i18n/en.i18n.json

app/models/server/models/LivechatRooms.js

ee/app/models/server/models/LivechatRooms.js

ee/app/livechat-enterprise/server/lib/Helper.js

renatobecker · 2020-04-08T18:00:16Z

ee/app/models/server/models/LivechatRooms.js

@@ -23,4 +23,51 @@ overwriteClassOnLicense('livechat-enterprise', LivechatRooms, {
 	},
 });

+
+LivechatRooms.prototype.setTimeWhenRoomWillBeAbandoned = function(roomId, willBeAbandonedAt) {


Suggested change

LivechatRooms.prototype.setTimeWhenRoomWillBeAbandoned = function(roomId, willBeAbandonedAt) {

LivechatRooms.prototype.setPredictedVisitorAbandonment = function(roomId, willBeAbandonedAt) {

ee/app/models/server/models/LivechatRooms.js

ee/app/livechat-enterprise/server/lib/Helper.js

renatobecker · 2020-04-13T14:09:51Z

app/livechat/server/hooks/processRoomAbandonment.js

@@ -58,5 +58,5 @@ callbacks.add('livechat.closeRoom', (room) => {
 		return;
 	}
 	const secondsSinceLastAgentResponse = getSecondsSinceLastAgentResponse(room, agentLastMessage);
-	LivechatRooms.setVisitorInactivityInSecondsByRoomId(room._id, secondsSinceLastAgentResponse);
+	LivechatRooms.setVisitorInactivityInSecondsById(room._id, secondsSinceLastAgentResponse);


This method needs to be renamed on the Model as well.
The old name is still there.

renatobecker · 2020-04-13T14:22:06Z

...livechat-enterprise/client/views/app/customTemplates/livechatDepartmentCustomFieldsForm.html

+	<div class="input-line">
+		<label>{{_ "Livechat_abandoned_rooms_closed_custom_message"}}</label>
+		<div>
+			<input type="text" class="rc-input__element customFormField" name="abandonedRoomsCloseCustomMessage" value="{{department.abandonedRoomsCloseCustomMessage}}" placeholder="{{_ "Livechat_abandoned_rooms_closed_custom_message"}}" />


Suggested change

<input type="text" class="rc-input__element customFormField" name="abandonedRoomsCloseCustomMessage" value="{{department.abandonedRoomsCloseCustomMessage}}" placeholder="{{_ "Livechat_abandoned_rooms_closed_custom_message"}}" />

<input type="text" class="rc-input__element customFormField" name="abandonedRoomsCloseCustomMessage" value="{{department.abandonedRoomsCloseCustomMessage}}" placeholder="{{_ "Enter_a_custom_message"}}" />

renatobecker · 2020-04-13T14:24:46Z

ee/app/livechat-enterprise/server/lib/Helper.js

+};
+
+export const updatePredictedVisitorAbandonment = (closeRooms) => {
+	if (closeRooms) {


I think we should check this setting here: settings.get('Livechat_auto_close_abandoned_rooms')
We can avoid an unnecessary loop here.

renatobecker · 2020-04-13T14:38:11Z

ee/app/livechat-enterprise/server/lib/VisitorInactivityMonitor.js

+	}
+
+	closeRooms(room) {
+		let comment = settings.get('Livechat_abandoned_rooms_closed_custom_message') || TAPi18n.__('Closed_automatically');


How about creating a custom message cache(array), at the beginning of the closeRooms method and store the department custom messages there?
This would avoid unnecessary searches in the DB.

renatobecker · 2020-04-13T15:04:26Z

ee/app/livechat-enterprise/server/lib/VisitorInactivityMonitor.js

+			const department = LivechatDepartment.findOneById(room.departmentId);
+			comment = department.abandonedRoomsCloseCustomMessage || comment;
+		}
+		Livechat.closeRoom({


The user who is closing the chats is required here. So, my suggestion is to use rocket.cat to as a user to perform this action.
Then you don't need to set system here:
https://github.com/RocketChat/Rocket.Chat/pull/17055/files#diff-3e725e94e4a647e422a10d903b96cf59R349

lgtm-com · 2020-04-13T17:11:31Z

This pull request introduces 1 alert when merging 3077a4b into 58b14d1 - view on LGTM.com

new alerts:

1 for Expression has no effect

renatobecker

@MarcosSpessatto

When an agent sends a message, we set the room as responded, as you can see here:
https://github.com/RocketChat/Rocket.Chat/blob/develop/app/livechat/server/hooks/markRoomResponded.js#L20-L29

But when the visitor sends a message, and the status of the room is not waiting for response, we need to set it, otherwise the rooms will be closed by inactivity due to this test(which is correct):
https://github.com/RocketChat/Rocket.Chat/pull/17055/files#diff-a5636aa5e27e8717c18539b084e2348aR43

…vechat-close-inactive

lgtm-com · 2020-04-13T21:27:22Z

This pull request introduces 1 alert when merging 1d2c721 into c180a53 - view on LGTM.com

new alerts:

1 for Expression has no effect

…users_and_rooms * 'develop' of github.com:RocketChat/Rocket.Chat: [FIX] Omnichannel SMS / WhatsApp integration errors due to missing location data (#17288) [FIX] User search on directory not working correctly (#17299) [FIX] Can not save Unread Tray Icon Alert user preference (#16288) (#16313) [FIX] Variable rendering problem on Import recent history page (#15997) [FIX] Admin panel custom sounds, multiple sound playback fix and added single play/pause button (#16215) [FIX] Discussions created from inside DMs were not working (#17282) [FIX] translation for nl (#16742) [FIX] No maxlength defined for custom user status (#16534) [FIX] Directory users email sort button (#16606) [FIX] In Create a New Channel, input should be focused on channel name instead of invite users (#16405) [FIX] Email not verified message (#16236) [FIX] Directory default tab (#17283) Update ru.i18n.json (#16869) [FIX] Avatar on sidebar when showing real names (#17286) Update Apps-Engine to stable version (#17287) [NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms (#17055) Static props for Administration route components (#17285) [NEW] Default favorite channels (#16025) Apply $and helper to message template (#17280)

close/freeze automatically inactive omnichannel rooms

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MarcosSpessatto added feat: enterprise feat: omnichannel labels Mar 27, 2020

MarcosSpessatto added this to the 3.2.0 milestone Mar 27, 2020

renatobecker changed the title ~~[NEW][ENTERPRISE] Close/Freeze automatically inactive Omnichannel rooms~~ [NEW][ENTERPRISE] Close/Freeze automatically abandoned Omnichannel rooms Mar 27, 2020

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renatobecker changed the title ~~[NEW][ENTERPRISE] Close/Freeze automatically abandoned Omnichannel rooms~~ [NEW][ENTERPRISE] Close automatically abandoned Omnichannel rooms Apr 13, 2020

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Set livechat rooms as waiting response after visitor's messages

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RocketChat deleted a comment from lgtm-com bot Apr 13, 2020

Remove unnecessary console.log calls.

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renatobecker changed the title ~~[NEW][ENTERPRISE] Close automatically abandoned Omnichannel rooms~~ [NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms Apr 13, 2020

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renatobecker mentioned this pull request Apr 14, 2020

Allow handling abandoned conversations(Improve productivity) RocketChat/feature-requests#292

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Release 3.2.0 #17455

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[NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms #17055

[NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms #17055

MarcosSpessatto commented Mar 27, 2020 •

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lgtm-com bot commented Apr 13, 2020

	LivechatRooms.prototype.setTimeWhenRoomWillBeAbandoned = function(roomId, willBeAbandonedAt) {
	LivechatRooms.prototype.setPredictedVisitorAbandonment = function(roomId, willBeAbandonedAt) {

	<input type="text" class="rc-input__element customFormField" name="abandonedRoomsCloseCustomMessage" value="{{department.abandonedRoomsCloseCustomMessage}}" placeholder="{{_ "Livechat_abandoned_rooms_closed_custom_message"}}" />
	<input type="text" class="rc-input__element customFormField" name="abandonedRoomsCloseCustomMessage" value="{{department.abandonedRoomsCloseCustomMessage}}" placeholder="{{_ "Enter_a_custom_message"}}" />

[NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms #17055

[NEW][ENTERPRISE] Auto close abandoned Omnichannel rooms #17055

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MarcosSpessatto commented Mar 27, 2020 •

edited by renatobecker

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edited