fix: Livechat_accept_chats_with_no_agents omnichannel setting not being respected

.changeset/purple-boxes-shout.md

@@ -0,0 +1,6 @@
+---
+'@rocket.chat/models': minor
+'@rocket.chat/meteor': minor
+---
+
+Updates omnichannel routing so agents with `offline` status are always excluded from assignment. The `Livechat_enabled_when_agent_idle` setting now only affects agents with `away` status.

.changeset/wet-pandas-pump.md

@@ -0,0 +1,8 @@
+---
+'@rocket.chat/model-typings': patch
+'@rocket.chat/omni-core': patch
+'@rocket.chat/models': patch
+'@rocket.chat/meteor': patch
+---
+
+Fixed an issue where the Omnichannel routing system ignored the `Livechat_accept_chats_with_no_agents` setting. The agent availability queries have been updated to properly evaluate this setting, ensuring offline agents are correctly included in the routing pool when allowed.

apps/meteor/app/apps/server/bridges/livechat.ts

@@ -226,6 +226,7 @@ export class AppLivechatBridge extends LivechatBridge {
 
 		const livechatVisitor = await registerGuest(registerData, {
 			shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 		});
 
 		if (!livechatVisitor) {
@@ -255,6 +256,7 @@ export class AppLivechatBridge extends LivechatBridge {
 
 		const livechatVisitor = await registerGuest(registerData, {
 			shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 		});
 
 		return this.orch.getConverters()?.get('visitors').convertVisitor(livechatVisitor);

apps/meteor/app/livechat/imports/server/rest/sms.ts

@@ -73,7 +73,8 @@ const defineVisitor = async (smsNumber: string, targetDepartment?: string) => {
 		data.department = targetDepartment;
 	}
 
-	const livechatVisitor = await registerGuest(data, { shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle') });
+	const livechatVisitor = await registerGuest(data, { shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+  shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents')});
 
 	if (!livechatVisitor) {
 		throw new Meteor.Error('error-invalid-visitor', 'Invalid visitor');

apps/meteor/app/livechat/server/api/v1/message.ts

@@ -272,7 +272,10 @@ API.v1.addRoute(
 					guest.connectionData = normalizeHttpHeaderData(this.request.headers);
 				}
 
-				visitor = await registerGuest(guest, { shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle') });
+				visitor = await registerGuest(guest, {
+					shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+					shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+				});
 				if (!visitor) {
 					throw new Error('error-livechat-visitor-registration');
 				}

apps/meteor/app/livechat/server/api/v1/visitor.ts

@@ -59,7 +59,10 @@ API.v1.addRoute(
 				connectionData: normalizeHttpHeaderData(this.request.headers),
 			};
 
-			const visitor = await registerGuest(guest, { shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle') });
+			const visitor = await registerGuest(guest, {
+				shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+				shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+			});
 			if (!visitor) {
 				throw new Meteor.Error('error-livechat-visitor-registration', 'Error registering visitor', {
 					method: 'livechat/visitor',

apps/meteor/app/livechat/server/lib/Helper.ts

@@ -496,7 +496,12 @@ export const forwardRoomToAgent = async (room: IOmnichannelRoom, transferData: T
 	if (!agentId) {
 		throw new Error('error-invalid-agent');
 	}
-	const user = await Users.findOneOnlineAgentById(agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	const user = await Users.findOneOnlineAgentById(
+		agentId,
+		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		{},
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+	);
 	if (!user) {
 		logger.debug({
 			msg: 'Agent is offline. Cannot forward',
@@ -657,7 +662,12 @@ export const forwardRoomToDepartment = async (room: IOmnichannelRoom, guest: ILi
 			departmentId,
 			agentId,
 		});
-		const user = await Users.findOneOnlineAgentById(agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+		const user = await Users.findOneOnlineAgentById(
+			agentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			{},
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		);
 		if (!user) {
 			throw new Error('error-user-is-offline');
 		}

apps/meteor/app/livechat/server/lib/QueueManager.ts

@@ -443,7 +443,12 @@ export class QueueManager {
 
 		let defaultAgent: SelectedAgent | undefined;
 		const isAgentAvailable = (username: string) =>
-			Users.findOneOnlineAgentByUserList(username, { projection: { _id: 1 } }, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+			Users.findOneOnlineAgentByUserList(
+				username,
+				{ projection: { _id: 1 } },
+				settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+				settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+			);
 
 		if (servedBy?.username && (await isAgentAvailable(servedBy.username))) {
 			defaultAgent = { agentId: servedBy._id, username: servedBy.username };

apps/meteor/app/livechat/server/lib/RoutingManager.ts

@@ -111,7 +111,12 @@ export const RoutingManager: Routing = {
 		if (
 			!agent ||
 			(agent.username &&
-				!(await Users.findOneOnlineAgentByUserList(agent.username, {}, settings.get<boolean>('Livechat_enabled_when_agent_idle'))) &&
+				!(await Users.findOneOnlineAgentByUserList(
+					agent.username,
+					{},
+					settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+					settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+				)) &&
 				!(await allowAgentSkipQueue(agent)))
 		) {
 			logger.debug({ msg: 'Agent offline or invalid. Using routing method to get next agent', inquiryId: inquiry._id });

apps/meteor/app/livechat/server/lib/departmentsLib.ts

@@ -295,6 +295,7 @@ export async function checkOnlineForDepartment(departmentId: string) {
 		depUsers.map((agent) => agent.username),
 		{ projection: { _id: 1 } },
 		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 	);
 
 	return !!onlineForDep;
@@ -304,5 +305,9 @@ export async function getOnlineForDepartment(departmentId: string) {
 	const agents = await LivechatDepartmentAgents.findByDepartmentId(departmentId, { projection: { username: 1 } }).toArray();
 	const usernames = agents.map(({ username }) => username);
 
-	return Users.findOnlineUserFromList<ILivechatAgent>([...new Set(usernames)], settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	return Users.findOnlineUserFromList<ILivechatAgent>(
+		[...new Set(usernames)],
+		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+	);
 }

apps/meteor/app/livechat/server/lib/routing/AutoSelection.ts

@@ -35,10 +35,16 @@ class AutoSelection implements IRoutingMethod {
 				settings.get<boolean>('Livechat_enabled_when_agent_idle'),
 				ignoreAgentId,
 				extraQuery,
+				settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 			);
 		}
 
-		return Users.getNextAgent(ignoreAgentId, extraQuery, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+		return Users.getNextAgent(
+			ignoreAgentId,
+			extraQuery,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		);
 	}
 }
 

apps/meteor/app/livechat/server/lib/routing/External.ts

@@ -61,6 +61,7 @@ class ExternalQueue implements IRoutingMethod {
 					result.username,
 					{},
 					settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+					settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 				);
 
 				if (!agent?.username) {

apps/meteor/app/livechat/server/lib/service-status.ts

@@ -8,13 +8,21 @@ import { settings } from '../../../settings/server';
 
 export async function getOnlineAgents(department?: string, agent?: SelectedAgent | null): Promise<FindCursor<ILivechatAgent> | undefined> {
 	if (agent?.agentId) {
-		return Users.findOnlineAgents(agent.agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+		return Users.findOnlineAgents(
+			agent.agentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		);
 	}
 
 	if (department) {
 		return getOnlineForDepartment(department);
 	}
-	return Users.findOnlineAgents(undefined, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	return Users.findOnlineAgents(
+		undefined,
+		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+	);
 }
 
 export async function online(department?: string, skipNoAgentSetting = false, skipFallbackCheck = false): Promise<boolean> {
@@ -43,7 +51,11 @@ export async function online(department?: string, skipNoAgentSetting = false, sk
 
 export async function checkOnlineAgents(department?: string, agent?: { agentId: string }, skipFallbackCheck = false): Promise<boolean> {
 	if (agent?.agentId) {
-		return Users.checkOnlineAgents(agent.agentId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+		return Users.checkOnlineAgents(
+			agent.agentId,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		);
 	}
 
 	if (department) {
@@ -62,7 +74,11 @@ export async function checkOnlineAgents(department?: string, agent?: { agentId:
 		return checkOnlineAgents(dep?.fallbackForwardDepartment);
 	}
 
-	return Users.checkOnlineAgents(undefined, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	return Users.checkOnlineAgents(
+		undefined,
+		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+	);
 }
 
 async function countBotAgents(department?: string) {

apps/meteor/app/livechat/server/lib/takeInquiry.ts

@@ -26,12 +26,18 @@ export const takeInquiry = async (
 		});
 	}
 
-	const user = await Users.findOneOnlineAgentById(userId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	const user = await Users.findOneOnlineAgentById(
+		userId,
+		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+		{},
+		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+	);
 	if (!user) {
 		throw new Meteor.Error('error-agent-status-service-offline', 'Agent status is offline or Omnichannel service is not active', {
 			method: 'livechat:takeInquiry',
 			...(process.env.TEST_MODE && {
 				Livechat_enabled_when_agent_idle: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+				Livechat_accept_chats_with_no_agents: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 				user: await Users.findOneById(userId),
 			}),
 		});

apps/meteor/ee/app/livechat-enterprise/server/hooks/handleNextAgentPreferredEvents.ts

@@ -23,9 +23,14 @@ const getDefaultAgent = async ({ username, id }: { username?: string; id?: strin
 	}
 
 	if (id) {
-		const agent = await Users.findOneOnlineAgentById(id, settings.get<boolean>('Livechat_enabled_when_agent_idle'), {
-			projection: { _id: 1, username: 1 },
-		});
+		const agent = await Users.findOneOnlineAgentById(
+			id,
+			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			{
+				projection: { _id: 1, username: 1 },
+			},
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		);
 		if (agent) {
 			return normalizeDefaultAgent(agent);
 		}
@@ -43,6 +48,7 @@ const getDefaultAgent = async ({ username, id }: { username?: string; id?: strin
 			username || [],
 			{ projection: { _id: 1, username: 1 } },
 			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 		),
 	);
 };
@@ -131,6 +137,7 @@ checkDefaultAgentOnNewRoom.patch(async (_next, defaultAgent, { visitorId, source
 			usernameByRoom,
 			{ projection: { _id: 1, username: 1 } },
 			settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
 		),
 	);
 	return lastRoomAgent;

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

@@ -32,15 +32,18 @@ class LoadBalancing {
 
 	async getNextAgent(department?: string, ignoreAgentId?: string) {
 		const enabledWhenIdle = settings.get<boolean>('Livechat_enabled_when_agent_idle');
+		const enabledWhenOffline = settings.get<boolean>('Livechat_accept_chats_with_no_agents');
+
 		const extraQuery = await getChatLimitsQuery(department);
-		const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery, enabledWhenIdle);
-		logger.debug({ msg: 'Ignoring unavailable agents from assignment', unavailableUsers, department, enabledWhenIdle });
+		const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery, enabledWhenIdle, enabledWhenOffline);
+		logger.debug({ msg: 'Ignoring unavailable agents from assignment', unavailableUsers, department, enabledWhenIdle, enabledWhenOffline });
 
 		const nextAgent = await Users.getNextLeastBusyAgent(
 			department,
 			ignoreAgentId,
 			enabledWhenIdle,
 			unavailableUsers.map((u) => u.username),
+			enabledWhenOffline,
 		);
 		if (!nextAgent) {
 			return;

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

@@ -31,16 +31,18 @@ class LoadRotation {
 
 	public async getNextAgent(department?: string, ignoreAgentId?: string): Promise<IOmnichannelCustomAgent | undefined> {
 		const enabledWhenIdle = settings.get<boolean>('Livechat_enabled_when_agent_idle');
+		const enabledWhenOffline = settings.get<boolean>('Livechat_accept_chats_with_no_agents');
 
 		const extraQuery = await getChatLimitsQuery(department);
-		const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery, enabledWhenIdle);
-		logger.debug({ msg: 'Ignoring unavailable agents from assignment', unavailableUsers, department, enabledWhenIdle });
+		const unavailableUsers = await Users.getUnavailableAgents(department, extraQuery, enabledWhenIdle, enabledWhenOffline);
+		logger.debug({ msg: 'Ignoring unavailable agents from assignment', unavailableUsers, department, enabledWhenIdle, enabledWhenOffline });
 
 		const nextAgent = await Users.getLastAvailableAgentRouted(
 			department,
 			ignoreAgentId,
 			enabledWhenIdle,
 			unavailableUsers.map((user) => user.username),
+			enabledWhenOffline,
 		);
 		if (!nextAgent?.username) {
 			return;

apps/meteor/ee/server/models/raw/Users.ts

@@ -10,6 +10,7 @@ declare module '@rocket.chat/model-typings' {
 			departmentId: string,
 			customFilter: Filter<AvailableAgentsAggregation>,
 			enabledWhenIdle?: boolean,
+			enabledWhenOffline?: boolean,
 		): Promise<Pick<AvailableAgentsAggregation, 'username'>[]>;
 	}
 }
@@ -23,6 +24,7 @@ export class UsersEE extends UsersRaw {
 		departmentId: string,
 		customFilter: Filter<AvailableAgentsAggregation>,
 		enabledWhenIdle = false,
+		enabledWhenOffline = false,
 	): Promise<Pick<AvailableAgentsAggregation, 'username'>[]> {
 		// if department is provided, remove the agents that are not from the selected department
 		const departmentFilter = departmentId
@@ -53,7 +55,7 @@ export class UsersEE extends UsersRaw {
 			.aggregate<AvailableAgentsAggregation>(
 				[
 					{
-						$match: queryStatusAgentOnline({}, enabledWhenIdle),
+						$match: queryStatusAgentOnline({}, enabledWhenIdle, enabledWhenOffline),
 					},
 					...departmentFilter,
 					{

apps/meteor/server/features/EmailInbox/EmailInbox_Incoming.ts

@@ -48,7 +48,10 @@ async function getGuestByEmail(email: string, name: string, department = ''): Pr
 			email,
 			department,
 		},
-		{ shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle') },
+		{
+			shouldConsiderIdleAgent: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
+			shouldConsiderOfflineAgent: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
+		},
 	);
 
 	if (!livechatVisitor) {

apps/meteor/tests/e2e/omnichannel/omnichannel-assign-room-tags.spec.ts

@@ -53,16 +53,25 @@ test.describe('OC - Tags Visibility', () => {
 		});
 	});
 
-	test.beforeAll('Create conversations', async ({ api }) => {
-		conversations = await Promise.all([
-			createConversation(api, { visitorName: visitorA.name, agentId: 'user1', departmentId: departmentA.data._id }),
-			createConversation(api, { visitorName: visitorB.name, agentId: 'user1', departmentId: departmentB.data._id }),
-		]);
-	});
-
-	test.beforeEach(async ({ page }) => {
+	test.beforeEach(async ({ page, api }) => {
 		poOmnichannel = new HomeOmnichannel(page);
 		await page.goto('/');
+		await poOmnichannel.waitForHome();
+
+		if (conversations.length === 0) {
+			conversations = await Promise.all([
+				createConversation(api, {
+					visitorName: visitorA.name,
+					agentId: 'user1',
+					departmentId: departmentA.data._id,
+				}),
+				createConversation(api, {
+					visitorName: visitorB.name,
+					agentId: 'user1',
+					departmentId: departmentB.data._id,
+				}),
+			]);
+		}
 	});
 
 	test.afterAll(async ({ api }) => {