[NEW] Assign new Livechat conversations to bot agents first #15317

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Merged

rodrigok merged 9 commits into develop from livechat-routing-chats-to-bot-agent-first

Oct 18, 2019

app/livechat/server/config.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -398,6 +398,14 @@ Meteor.startup(function() { @@
     		i18nDescription: 'Accept_incoming_livechat_requests_even_if_there_are_no_online_agents',
     	});
+    	settings.add('Livechat_assign_new_conversation_to_bot', false, {
+    		type: 'boolean',
+    		group: 'Livechat',
+    		section: 'Routing',
+    		i18nLabel: 'Assign_new_conversations_to_bot_agent',
+    		i18nDescription: 'Assign_new_conversations_to_bot_agent_description',
+    	});
     	settings.add('Livechat_guest_pool_max_number_incoming_livechats_displayed', 0, {
     		type: 'int',
     		group: 'Livechat',
@@ Expand Down @@

app/livechat/server/hooks/beforeGetNextAgent.js

-Original file line number
+Diff line change
@@ -0,0 +1,16 @@
+    import { callbacks } from '../../../callbacks';
+    import { settings } from '../../../settings';
+    import { Users, LivechatDepartmentAgents } from '../../../models';
+    callbacks.add('livechat.beforeGetNextAgent', (department) => {
+    	if (!settings.get('Livechat_assign_new_conversation_to_bot')) {
+    		return null;
+    	}
+    	if (department) {
+    		return LivechatDepartmentAgents.getNextBotForDepartment(department);
+    	}
+    	return Users.getNextBotAgent();
+    }, callbacks.priority.HIGH, 'livechat-before-get-next-agent');

app/livechat/server/index.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -6,6 +6,7 @@ import './permissions'; @@
     import '../lib/messageTypes';
     import './config';
     import './roomType';
+    import './hooks/beforeGetNextAgent';
     import './hooks/externalMessage';
     import './hooks/leadCapture';
     import './hooks/markRoomResponded';
@@ Expand Down @@

app/livechat/server/lib/Livechat.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -48,12 +48,23 @@ export const Livechat = { @@
     	}),
     	online() {
+    		if (settings.get('Livechat_accept_chats_with_no_agents')) {
+    			return true;
+    		}
+    		if (settings.get('Livechat_assign_new_conversation_to_bot')) {
+    			const botAgents = Livechat.getBotAgents();
+    			if (botAgents && botAgents.count() > 0) {
+    				return true;
+    			}
+    		}
     		const onlineAgents = Livechat.getOnlineAgents();
     		return (onlineAgents && onlineAgents.count() > 0) || settings.get('Livechat_accept_chats_with_no_agents');
     	},
     	getNextAgent(department) {
-    		return RoutingManager.getMethod().getNextAgent(department);
+    		return RoutingManager.getNextAgent(department);
     	},
     	getAgents(department) {
@@ Expand All / @@ -62,12 +73,22 @@ export const Livechat = { @@
     		}
     		return Users.findAgents();
     	},
     	getOnlineAgents(department) {
     		if (department) {
     			return LivechatDepartmentAgents.getOnlineForDepartment(department);
     		}
     		return Users.findOnlineAgents();
     	},
+    	getBotAgents(department) {
+    		if (department) {
+    			return LivechatDepartmentAgents.getBotsForDepartment(department);
+    		}
+    		return Users.findBotAgents();
+    	},
     	getRequiredDepartment(onlineRequired = true) {
     		const departments = LivechatDepartment.findEnabledWithAgents();
@@ Expand Down @@

app/livechat/server/lib/QueueManager.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -36,7 +36,7 @@ export const QueueManager = { @@
     			agent = RoutingManager.getMethod().delegateAgent(agent, inquiry);
     		}
-    		inquiry = await callbacks.run('livechat.beforeRouteChat', inquiry);
+    		inquiry = await callbacks.run('livechat.beforeRouteChat', inquiry, agent);
     		if (inquiry.status !== 'ready') {
     			return room;
     		}
@@ Expand Down @@

app/livechat/server/lib/RoutingManager.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -35,19 +35,28 @@ export const RoutingManager = { @@
     		return this.getMethod().config || {};
     	},
+    	async getNextAgent(department) {
+    		let agent = callbacks.run('livechat.beforeGetNextAgent', department);
+    		if (!agent) {
+    			agent = await this.getMethod().getNextAgent(department);
+    		}
+    		return agent;
+    	},
     	async delegateInquiry(inquiry, agent) {
     		// return Room Object
     		const { department, rid } = inquiry;
     		if (!agent || (agent.username && !Users.findOneOnlineAgentByUsername(agent.username))) {
-    			agent = await this.getMethod().getNextAgent(department);
+    			agent = await this.getNextAgent(department);
     		}
     		if (!agent) {
     			return LivechatRooms.findOneById(rid);
     		}
-    		const room = this.takeInquiry(inquiry, agent);
-    		return room;
+    		return this.takeInquiry(inquiry, agent);
     	},
     	assignAgent(inquiry, agent) {
@@ Expand Down @@

app/models/server/models/LivechatDepartmentAgents.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -12,6 +12,7 @@ export class LivechatDepartmentAgents extends Base { @@
     		this.tryEnsureIndex({ departmentId: 1 });
     		this.tryEnsureIndex({ agentId: 1 });
+    		this.tryEnsureIndex({ username: 1 });
     	}
     	findByDepartmentId(departmentId) {
@@ Expand Down Expand Up / @@ -102,6 +103,67 @@ export class LivechatDepartmentAgents extends Base { @@
     		return this.find(query);
     	}
+    	getBotsForDepartment(departmentId) {
+    		const agents = this.findByDepartmentId(departmentId).fetch();
+    		if (agents.length === 0) {
+    			return;
+    		}
+    		const botUsers = Users.findBotAgents(_.pluck(agents, 'username'));
+    		const botUsernames = _.pluck(botUsers.fetch(), 'username');
+    		const query = {
+    			departmentId,
+    			username: {
+    				$in: botUsernames,
+    			},
+    		};
+    		return this.find(query);
+    	}
+    	getNextBotForDepartment(departmentId) {
+    		const agents = this.findByDepartmentId(departmentId).fetch();
+    		if (agents.length === 0) {
+    			return;
+    		}
+    		const botUsers = Users.findBotAgents(_.pluck(agents, 'username'));
+    		const botUsernames = _.pluck(botUsers.fetch(), 'username');
+    		const query = {
+    			departmentId,
+    			username: {
+    				$in: botUsernames,
+    			},
+    		};
+    		const sort = {
+    			count: 1,
+    			order: 1,
+    			username: 1,
+    		};
+    		const update = {
+    			$inc: {
+    				count: 1,
+    			},
+    		};
+    		const collectionObj = this.model.rawCollection();
+    		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
+    		const bot = findAndModify(query, sort, update);
+    		if (bot && bot.value) {
+    			return {
+    				agentId: bot.value.agentId,
+    				username: bot.value.username,
+    			};
+    		}
+    		return null;
+    	}
     	findUsersInQueue(usersList) {
     		const query = {};
@@ Expand Down @@

app/models/server/models/Users.js

-Original file line number
+Diff line change
@@ Expand Up / @@ -86,6 +86,31 @@ export class Users extends Base { @@
     		return this.find(query);
     	}
+    	findBotAgents(usernameList) {
+    		const query = {
+    			roles: {
+    				$all: ['bot', 'livechat-agent'],
+    			},
+    			...usernameList && {
+    				username: {
+    					$in: [].concat(usernameList),
+    				},
+    			},
+    		};
+    		return this.find(query);
+    	}
+    	findOneBotAgent() {
+    		const query = {
+    			roles: {
+    				$all: ['bot', 'livechat-agent'],
+    			},
+    		};
+    		return this.findOne(query);
+    	}
     	findOneOnlineAgentByUsername(username) {
     		const query = {
     			username,
@@ Expand Down Expand Up / @@ -172,6 +197,37 @@ export class Users extends Base { @@
     		return null;
     	}
+    	getNextBotAgent() {
+    		const query = {
+    			roles: {
+    				$all: ['bot', 'livechat-agent'],
+    			},
+    		};
+    		const collectionObj = this.model.rawCollection();
+    		const findAndModify = Meteor.wrapAsync(collectionObj.findAndModify, collectionObj);
+    		const sort = {
+    			livechatCount: 1,
+    			username: 1,
+    		};
+    		const update = {
+    			$inc: {
+    				livechatCount: 1,
+    			},
+    		};
+    		const user = findAndModify(query, sort, update);
+    		if (user && user.value) {
+    			return {
+    				agentId: user.value._id,
+    				username: user.value.username,
+    			};
+    		}
+    		return null;
+    	}
     	setLastRoutingTime(userId) {
     		const query = {
     			_id: userId,
@@ Expand Down @@

packages/rocketchat-i18n/i18n/en.i18n.json

-Original file line number
+Diff line change
@@ Expand Up / @@ -391,6 +391,8 @@ @@
       "assign-admin-role": "Assign Admin Role",
       "assign-admin-role_description": "Permission to assign the admin role to other users",
       "Assign_admin": "Assigning admin",
+      "Assign_new_conversations_to_bot_agent": "Assign new conversations to bot agent",
+      "Assign_new_conversations_to_bot_agent_description": "The routing system will attempt to find a bot agent before addressing new conversations to a human agent.",
       "assign-roles": "Assign Roles",
       "at": "at",
       "At_least_one_added_token_is_required_by_the_user": "At least one added token is required by the user",
@@ Expand Down @@

packages/rocketchat-i18n/i18n/pt-BR.i18n.json

-Original file line number
+Diff line change
@@ Expand Up / @@ -368,6 +368,8 @@ @@
       "assign-admin-role": "Atribuir papel de administrador",
       "assign-admin-role_description": "Permissão para atribuir a função de administrador a outros usuários",
       "Assign_admin": "Atribuindo administrador",
+      "Assign_new_conversations_to_bot_agent": "Atribuir novas conversas para um agente bot",
+      "Assign_new_conversations_to_bot_agent_description": "O sistema de roteamento irá procurar por um agente bot antes de encaminhar novas conversas para um agente humano.",
       "assign-roles": "Atribuir papéis",
       "at": "em",
       "At_least_one_added_token_is_required_by_the_user": "Pelo menos um token adicionado é requerido pelo usuário",
@@ Expand Down @@

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[NEW] Assign new Livechat conversations to bot agents first #15317

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