[Fix] Send Close Chat Message to Client

app.json

@@ -19,5 +19,5 @@
         "IPostLivechatRoomClosed",
         "IUIKitLivechatInteractionHandler"
     ],
-    "commitHash": "69de13511e790a02257140867ae181511241c394"
+    "commitHash": "d036be146784ca79f84f0b2cae50f3cd518cf5a9"
 }

endpoints/IncomingEndpoint.ts

@@ -1,7 +1,7 @@
 import { HttpStatusCode, IHttp, IModify, IPersistence, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { ApiEndpoint, IApiEndpointInfo, IApiRequest, IApiResponse } from '@rocket.chat/apps-engine/definition/api';
 import { ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat';
-import { DialogflowRequestType, IDialogflowMessage } from '../enum/Dialogflow';
+import { CloseChatDescription, DialogflowRequestType, IDialogflowMessage } from '../enum/Dialogflow';
 import { EndpointActionNames, IActionsEndpointContent } from '../enum/Endpoints';
 import { Headers, Response } from '../enum/Http';
 import { Logs } from '../enum/Logs';
@@ -52,7 +52,7 @@ export class IncomingEndpoint extends ApiEndpoint {
 		const room = (await read.getRoomReader().getById(sessionId)) as ILivechatRoom;
 		switch (action) {
 			case EndpointActionNames.CLOSE_CHAT:
-				await closeChat(modify, read, sessionId);
+				await closeChat(modify, read, sessionId, this.app, CloseChatDescription.CLOSED_BY_API_ENDPOINT);
 				break;
 			case EndpointActionNames.HANDOVER:
 				const { actionData: { targetDepartment = '' } = {} } = endpointContent;

enum/Dialogflow.ts

@@ -148,3 +148,16 @@ export enum Message {
 	CLOSED_BY_VISITOR = 'Closed by visitor',
 	CUSTOMER_IDLE_TIMEOUT = 'customer_idle_timeout',
 }
+
+export enum CloseChatDescription {
+	CLOSED_BY_VISITOR = 'Closed by visitor',
+	CLOSED_BY_AGENT = 'Closed by DF agent',
+	CUSTOMER_IDLE_TIMEOUT = 'Customer Timeout',
+	INVALID_TARGET_DEPARTMENT = 'Escalation failed due to invalid target department',
+	SAME_TARGET_DEPARTMENT = 'Escalation failed due to same target department',
+	LIVEAGENT_BOT_OFFLINE_OR_DISABLED = 'Escalation failed due to liveagent bot offline or disabled',
+	NETWORK_OR_APP_ERROR = 'Escalation failed due to network or DF app error',
+	AGENT_UNASSIGNED = 'Agent is unassigned',
+	INVALID_EVENT_DATA = 'Invalid Dialogflow event data',
+	CLOSED_BY_API_ENDPOINT = 'Closed by incoming API/Endpoint',
+}

handler/ExecuteLivechatBlockActionHandler.ts

@@ -6,6 +6,7 @@ import { UIKitIncomingInteractionContainerType } from '@rocket.chat/apps-engine/
 import { IUser } from '@rocket.chat/apps-engine/definition/users';
 import { AppSetting, DefaultMessage } from '../config/Settings';
 import { ActionIds } from '../enum/ActionIds';
+import { CloseChatDescription } from '../enum/Dialogflow';
 import { createLivechatMessage, createMessage, deleteAllActionBlocks } from '../lib/Message';
 import { closeChat, performHandover } from '../lib/Room';
 import { getLivechatAgentConfig } from '../lib/Settings';
@@ -64,7 +65,7 @@ export class ExecuteLivechatBlockActionHandler {
 					break;
 
 				case ActionIds.CLOSE_CHAT:
-					await closeChat(this.modify, this.read, rid);
+					await closeChat(this.modify, this.read, rid, this.app, CloseChatDescription.CLOSED_BY_VISITOR);
 					break;
 				default:
 					await createLivechatMessage(this.app, rid, this.read, this.modify, { text: value }, visitor);

handler/OnAgentUnassignedHandler.ts

@@ -1,11 +1,12 @@
 import { IModify, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { ILivechatEventContext, ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat';
-import { AppSetting, DefaultMessage } from '../config/Settings';
-import { IRoomCustomField } from '../enum/Dialogflow';
+import { AppSetting } from '../config/Settings';
+import { CloseChatDescription, IRoomCustomField } from '../enum/Dialogflow';
 import { Logs } from '../enum/Logs';
 import { removeBotTypingListener } from '../lib//BotTyping';
 import { createMessage } from '../lib/Message';
+import { sendCloseChatMessage } from '../lib/Room';
 import { cancelAllSessionMaintenanceJobForSession } from '../lib/Scheduler';
 import { agentConfigExists, getLivechatAgentConfig } from '../lib/Settings';
 
@@ -28,15 +29,17 @@ export class OnAgentUnassignedHandler {
 
 			await createMessage(livechatRoom.id, this.read, this.modify, { text: offlineMessage }, this.app);
 			if (livechatRoom.isOpen) {
-				await closeChat(this.modify, this.read, rid);
+				await closeChat(this.modify, this.read, rid, this.app, CloseChatDescription.AGENT_UNASSIGNED);
+			} else {
+				await sendCloseChatMessage(this.read, this.modify, this.app, rid);
 			}
 		}
 
 		return;
 	}
 }
 
-export const closeChat = async (modify: IModify, read: IRead, rid: string) => {
+export const closeChat = async (modify: IModify, read: IRead, rid: string, app: IApp, closeChatDesc?: string) => {
 	await cancelAllSessionMaintenanceJobForSession(modify, rid);
 	const room = (await read.getRoomReader().getById(rid)) as ILivechatRoom;
 	if (!room) {
@@ -50,12 +53,12 @@ export const closeChat = async (modify: IModify, read: IRead, rid: string) => {
 	const DialogflowBotUsername = room.servedBy.username;
 	await removeBotTypingListener(modify, rid, DialogflowBotUsername);
 
-	const closeChatMessage = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowCloseChatMessage);
+	await sendCloseChatMessage(read, modify, app, rid);
 
 	const result = await modify
 		.getUpdater()
 		.getLivechatUpdater()
-		.closeRoom(room, closeChatMessage ? closeChatMessage : DefaultMessage.DEFAULT_DialogflowCloseChatMessage);
+		.closeRoom(room, closeChatDesc || '');
 	if (!result) {
 		throw new Error(Logs.CLOSE_CHAT_REQUEST_FAILED_ERROR);
 	}

handler/PostMessageSentHandler.ts

@@ -3,7 +3,7 @@ import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { ILivechatMessage, ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat';
 import { RoomType } from '@rocket.chat/apps-engine/definition/rooms';
 import { AppSetting } from '../config/Settings';
-import { DialogflowRequestType, IDialogflowMessage, IDialogflowQuickReplies, LanguageCode, Message } from '../enum/Dialogflow';
+import { CloseChatDescription, DialogflowRequestType, IDialogflowMessage, IDialogflowQuickReplies, LanguageCode, Message } from '../enum/Dialogflow';
 
 import { Logs } from '../enum/Logs';
 import { botTypingListener, removeBotTypingListener } from '../lib//BotTyping';
@@ -72,7 +72,7 @@ export class PostMessageSentHandler {
 
 		if (text === Message.CUSTOMER_IDLE_TIMEOUT) {
 			await this.handleClosedByVisitor(rid, this.read);
-			await closeChat(this.modify, this.read, rid);
+			await closeChat(this.modify, this.read, rid, this.app, CloseChatDescription.CUSTOMER_IDLE_TIMEOUT);
 			return;
 		}
 

lib/Room.ts

@@ -1,10 +1,10 @@
-import { IModify, IPersistence, IRead } from '@rocket.chat/apps-engine/definition/accessors';
+import { IModify, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { IDepartment, ILivechatRoom, ILivechatTransferData, IVisitor } from '@rocket.chat/apps-engine/definition/livechat';
 import { IButtonElement } from '@rocket.chat/apps-engine/definition/uikit';
 import { AppSetting, DefaultMessage } from '../config/Settings';
 import { EventName } from '../enum/Analytics';
-import { IImageBlockExtended, IRoomCustomField } from '../enum/Dialogflow';
+import { CloseChatDescription, IImageBlockExtended, IRoomCustomField } from '../enum/Dialogflow';
 import { Logs } from '../enum/Logs';
 import { JobName } from '../enum/Scheduler';
 import { getEventData } from '../lib/Analytics';
@@ -74,8 +74,7 @@ export const updateRoomLogData = async (rid: string, data: IRoomCustomField, rea
 	}
 };
 
-// eslint-disable-next-line @typescript-eslint/no-unused-vars
-export const closeChat = async (modify: IModify, read: IRead, rid: string, _persistence?: IPersistence) => {
+export const closeChat = async (modify: IModify, read: IRead, rid: string, app: IApp, closeChatDesc?: string) => {
 	const room: ILivechatRoom = (await read.getRoomReader().getById(rid)) as ILivechatRoom;
 	if (!room) {
 		throw new Error(Logs.INVALID_ROOM_ID);
@@ -92,17 +91,23 @@ export const closeChat = async (modify: IModify, read: IRead, rid: string, _pers
 	const DialogflowBotUsername = room.servedBy.username;
 	await removeBotTypingListener(modify, rid, DialogflowBotUsername);
 
-	const closeChatMessage = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowCloseChatMessage);
-
+	await sendCloseChatMessage(read, modify, app, rid);
 	const result = await modify
 		.getUpdater()
 		.getLivechatUpdater()
-		.closeRoom(room, closeChatMessage ? closeChatMessage : DefaultMessage.DEFAULT_DialogflowCloseChatMessage);
+		.closeRoom(room, closeChatDesc || '');
 	if (!result) {
 		throw new Error(Logs.CLOSE_CHAT_REQUEST_FAILED_ERROR);
 	}
 };
 
+export const sendCloseChatMessage = async (read: IRead, modify: IModify, app: IApp, rid: string) => {
+	const closeChatMessage: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowCloseChatMessage);
+	if (closeChatMessage?.length > 0) {
+		await createMessage(rid, read, modify, { text: closeChatMessage }, app);
+	}
+};
+
 export const performHandover = async (
 	app: IApp,
 	modify: IModify,
@@ -137,7 +142,7 @@ export const performHandover = async (
 		await removeBotTypingListener(modify, rid, DialogflowBotUsername);
 	};
 
-	const handleHandoverFailure = async (error?: string) => {
+	const handleHandoverFailure = async (error?: string, closeChatDesc?: string) => {
 		const offlineMessage: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowHandoverFailedMessage);
 		const handoverFailure = {
 			error: error || offlineMessage,
@@ -153,15 +158,15 @@ export const performHandover = async (
 			await createMessage(rid, read, modify, { text: offlineMessage }, app);
 		}
 		await removeBotTypingIndicator();
-		await closeChat(modify, read, rid);
+		await closeChat(modify, read, rid, app, closeChatDesc);
 	};
 
 	// Fill livechatTransferData.targetDepartment param if required
 	if (targetDepartmentName) {
 		const targetDepartment: IDepartment = (await read.getLivechatReader().getLivechatDepartmentByIdOrName(targetDepartmentName)) as IDepartment;
 		if (!targetDepartment) {
 			modify.getAnalytics().sendEvent(getEventData(rid, EventName.ESCALATION_FAILED_DUE_TO_INVALID_TARGET_DEPARTMENT));
-			await handleHandoverFailure(Logs.INVALID_DEPARTMENT_NAME);
+			await handleHandoverFailure(Logs.INVALID_DEPARTMENT_NAME, CloseChatDescription.INVALID_TARGET_DEPARTMENT);
 			return false;
 		}
 		livechatTransferData.targetDepartment = targetDepartment.id;
@@ -171,7 +176,7 @@ export const performHandover = async (
 	const serviceOnline = await read.getLivechatReader().isOnlineAsync(livechatTransferData.targetDepartment);
 	if (!serviceOnline) {
 		modify.getAnalytics().sendEvent(getEventData(rid, EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_BOT_OFFLINE_OR_DISABLED));
-		await handleHandoverFailure();
+		await handleHandoverFailure('', CloseChatDescription.LIVEAGENT_BOT_OFFLINE_OR_DISABLED);
 		return false;
 	}
 
@@ -186,24 +191,28 @@ export const performHandover = async (
 		await createMessage(rid, read, modify, { text: DefaultMessage.DEFAULT_DialogflowHandoverMessage }, app);
 	}
 
+	let closeChatDesc;
 	const result = await modify
 		.getUpdater()
 		.getLivechatUpdater()
 		.transferVisitor(visitor, livechatTransferData)
 		.catch((error) => {
 			const { error: errorName, message: errorMessage } = error;
 			let eventName = EventName.ESCALATION_FAILED_DUE_TO_NETWORK_OR_APP_ERROR;
+			closeChatDesc = CloseChatDescription.NETWORK_OR_APP_ERROR;
 			if (errorName === 'error-forwarding-chat-same-department') {
 				eventName = EventName.ESCALATION_FAILED_DUE_TO_SAME_TARGET_DEPARTMENT;
+				closeChatDesc = CloseChatDescription.SAME_TARGET_DEPARTMENT;
 			} else if (errorName === 'error-user-is-offline') {
 				eventName = EventName.ESCALATION_FAILED_DUE_TO_LIVEAGENT_BOT_OFFLINE_OR_DISABLED;
+				closeChatDesc = CloseChatDescription.LIVEAGENT_BOT_OFFLINE_OR_DISABLED;
 			}
 			modify.getAnalytics().sendEvent(getEventData(rid, eventName, { error: errorMessage }));
 			throw new Error(`${Logs.HANDOVER_REQUEST_FAILED_ERROR} ${error}`);
 		});
 
 	if (!result) {
-		await handleHandoverFailure();
+		await handleHandoverFailure('', closeChatDesc);
 		return false;
 	}
 

lib/SynchronousHandover.ts

@@ -3,10 +3,10 @@ import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat';
 import { IButtonElement } from '@rocket.chat/apps-engine/definition/uikit';
 import { AppSetting } from '../config/Settings';
-import { IImageBlockExtended } from '../enum/Dialogflow';
+import { CloseChatDescription, IImageBlockExtended } from '../enum/Dialogflow';
 import { Logs } from '../enum/Logs';
 import { createMessage } from '../lib/Message';
-import { performHandover, updateRoomCustomFields } from './Room';
+import { closeChat, performHandover, updateRoomCustomFields } from './Room';
 import { getLivechatAgentConfig } from './Settings';
 
 export const incFallbackIntentAndSendResponse = async (
@@ -42,6 +42,7 @@ export const incFallbackIntentAndSendResponse = async (
 			console.error(Logs.EMPTY_HANDOVER_DEPARTMENT);
 			const serviceUnavailable: string = await getLivechatAgentConfig(read, sessionId, AppSetting.DialogflowServiceUnavailableMessage);
 			await createMessage(sessionId, read, modify, { text: serviceUnavailable }, app);
+			await closeChat(modify, read, sessionId, app, CloseChatDescription.INVALID_TARGET_DEPARTMENT);
 			return;
 		}
 

lib/payloadAction.ts

@@ -4,6 +4,7 @@ import { ILivechatRoom } from '@rocket.chat/apps-engine/definition/livechat';
 import { AppSetting } from '../config/Settings';
 import { ActionIds } from '../enum/ActionIds';
 import {
+	CloseChatDescription,
 	DialogflowRequestType,
 	IDialogflowAction,
 	IDialogflowCustomFields,
@@ -77,7 +78,7 @@ export const handlePayloadActions = async (
 				} else if (actionName === ActionIds.CLOSE_CHAT) {
 					const livechatRoom = (await read.getRoomReader().getById(rid)) as ILivechatRoom;
 					if (livechatRoom && livechatRoom.isOpen) {
-						await closeChat(modify, read, rid);
+						await closeChat(modify, read, rid, app, CloseChatDescription.CLOSED_BY_AGENT);
 					}
 				} else if (actionName === ActionIds.NEW_WELCOME_EVENT) {
 					const livechatRoom = (await read.getRoomReader().getById(rid)) as ILivechatRoom;
@@ -115,6 +116,7 @@ export const handlePayloadActions = async (
 						console.error(error);
 						const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
 						await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
+						await closeChat(modify, read, rid, app, CloseChatDescription.NETWORK_OR_APP_ERROR);
 						return;
 					}
 				} else if (actionName === ActionIds.CHANGE_LANGUAGE_CODE) {
@@ -148,6 +150,7 @@ const sendChangeLanguageEvent = async (app: IApp, read: IRead, modify: IModify,
 		console.error(`${Logs.DIALOGFLOW_REST_API_ERROR}: { roomID: ${rid} } ${getError(error)}`);
 		const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
 		await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
+		await closeChat(modify, read, rid, app, CloseChatDescription.NETWORK_OR_APP_ERROR);
 		return;
 	}
 };
@@ -210,6 +213,7 @@ export const sendWelcomeEventToDialogFlow = async (
 		console.error(`${Logs.DIALOGFLOW_REST_API_ERROR}: { roomID: ${rid} } ${getError(error)}`);
 		const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
 		await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
+		await closeChat(modify, read, rid, app, CloseChatDescription.NETWORK_OR_APP_ERROR);
 		return;
 	}
 };

lib/responseParameters.ts

@@ -1,12 +1,13 @@
 import { IHttp, IModify, IPersistence, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { AppSetting } from '../config/Settings';
-import { DialogflowRequestType, IDialogflowMessage } from '../enum/Dialogflow';
+import { CloseChatDescription, DialogflowRequestType, IDialogflowMessage } from '../enum/Dialogflow';
 import { Logs } from '../enum/Logs';
 import { getError } from '../lib/Helper';
 import { getRoomAssoc, retrieveDataByAssociation, updatePersistentData } from '../lib/Persistence';
 import { Dialogflow } from './Dialogflow';
 import { createDialogflowMessage, createMessage } from './Message';
+import { closeChat } from './Room';
 import { getLivechatAgentConfig } from './Settings';
 
 export const handleParameters = async (
@@ -42,9 +43,8 @@ const sendChangeLanguageEvent = async (app: IApp, read: IRead, modify: IModify,
 	} catch (error) {
 		console.error(`${Logs.DIALOGFLOW_REST_API_ERROR}: { roomID: ${rid} } ${getError(error)}`);
 		const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
-
 		await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
-
+		await closeChat(modify, read, rid, app, CloseChatDescription.NETWORK_OR_APP_ERROR);
 		return;
 	}
 };

lib/sendEventToDialogFlow.ts

@@ -1,12 +1,13 @@
 import { IHttp, IModify, IRead } from '@rocket.chat/apps-engine/definition/accessors';
 import { IApp } from '@rocket.chat/apps-engine/definition/IApp';
 import { AppSetting } from '../config/Settings';
-import { DialogflowRequestType, IDialogflowMessage, IMessageParameters, LanguageCode } from '../enum/Dialogflow';
+import { CloseChatDescription, DialogflowRequestType, IDialogflowMessage, IMessageParameters, LanguageCode } from '../enum/Dialogflow';
 import { Logs } from '../enum/Logs';
 import { getError } from '../lib/Helper';
 import { Dialogflow } from './Dialogflow';
 import { createDialogflowMessage, createMessage } from './Message';
 import { getRoomAssoc, retrieveDataByAssociation } from './Persistence';
+import { closeChat } from './Room';
 import { getLivechatAgentConfig } from './Settings';
 
 export const sendEventToDialogFlow = async (
@@ -22,6 +23,7 @@ export const sendEventToDialogFlow = async (
 		console.error(Logs.INVALID_EVENT_DATA);
 		const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
 		await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
+		await closeChat(modify, read, rid, app, CloseChatDescription.INVALID_EVENT_DATA);
 		return;
 	}
 	try {
@@ -38,6 +40,7 @@ export const sendEventToDialogFlow = async (
 		console.error(`${Logs.DIALOGFLOW_REST_API_ERROR}: { roomID: ${rid} } ${getError(error)}`);
 		const serviceUnavailable: string = await getLivechatAgentConfig(read, rid, AppSetting.DialogflowServiceUnavailableMessage);
 		await createMessage(rid, read, modify, { text: serviceUnavailable }, app);
+		await closeChat(modify, read, rid, app, CloseChatDescription.NETWORK_OR_APP_ERROR);
 		return;
 	}
 };