[NEW][Enterprise] Omnichannel On-Hold Queue

app/authorization/server/startup.js

@@ -96,6 +96,8 @@ Meteor.startup(function() {
 		{ _id: 'view-livechat-rooms',                roles: ['livechat-manager', 'admin'] },
 		{ _id: 'close-livechat-room',                roles: ['livechat-agent', 'livechat-manager', 'admin'] },
 		{ _id: 'close-others-livechat-room',         roles: ['livechat-manager', 'admin'] },
+		{ _id: 'on-hold-livechat-room',               roles: ['livechat-agent', 'livechat-manager', 'admin'] },
+		{ _id: 'on-hold-others-livechat-room',        roles: ['livechat-manager', 'admin'] },
 		{ _id: 'save-others-livechat-room-info',     roles: ['livechat-manager'] },
 		{ _id: 'remove-closed-livechat-rooms',       roles: ['livechat-manager', 'admin'] },
 		{ _id: 'view-livechat-analytics',            roles: ['livechat-manager', 'admin'] },

app/livechat/client/views/app/livechatOnHold.html

@@ -0,0 +1,14 @@
+<template name="livechatOnHold">
+	{{#if roomOpen}}
+		{{#if isPreparing}}
+			{{> loading}}
+		{{else}}
+				<div class="rc-message-box__join">
+					{{{_ "chat_on_hold_due_to_inactivity"}}}
+					<button class="rc-button rc-button--primary rc-button--small rc-message-box__resume-it-button js-resume-it">{{_ "Resume"}}</button>
+				</div>
+		{{/if}}
+	{{else}}
+		<p>{{_ "This_conversation_is_already_closed"}}</p>
+	{{/if}}
+</template>

app/livechat/client/views/app/livechatOnHold.js

@@ -0,0 +1,40 @@
+import { Template } from 'meteor/templating';
+import { ReactiveVar } from 'meteor/reactive-var';
+
+import { ChatRoom } from '../../../../models';
+import './livechatOnHold.html';
+import { call } from '../../../../ui-utils/client';
+
+Template.livechatOnHold.helpers({
+	roomOpen() {
+		const room = Template.instance().room.get();
+		return room && room.open === true;
+	},
+
+	isPreparing() {
+		return Template.instance().preparing.get();
+	},
+});
+
+Template.livechatOnHold.events({
+	async 'click .js-resume-it'(event, instance) {
+		event.preventDefault();
+		event.stopPropagation();
+
+		const room = instance.room.get();
+
+		await call('livechat:resumeOnHold', room._id, { clientAction: true });
+	},
+});
+
+Template.livechatOnHold.onCreated(function() {
+	this.rid = Template.currentData().rid;
+	this.room = new ReactiveVar();
+	this.preparing = new ReactiveVar(true);
+
+	this.autorun(() => {
+		this.preparing.set(true);
+		this.room.set(ChatRoom.findOne({ _id: Template.currentData().rid }));
+		this.preparing.set(false);
+	});
+});

app/livechat/client/views/app/tabbar/visitorInfo.html

@@ -74,6 +74,10 @@ <h3>{{_ "Transcript_Request"}}</h3>
 					<button class='button rc-button rc-button--secondary button-block edit-livechat'><span><i class='icon-edit'></i> {{_ "Edit"}}</span></button>
 				{{/if}}
 
+				{{#if canPlaceChatOnHold}}
+					<button class="button rc-button rc-button--secondary button-block on-hold"><span><i class="icon-pause"></i> {{_ "On_Hold_Chats"}}</span></button>
+				{{/if}}
+
 				{{#if roomOpen}}
 					{{#if canCloseRoom}}
 						<button class='button rc-button rc-button--secondary button-block close-livechat'><span><i class='icon-cancel'></i> {{_ "Close"}}</span></button>

app/livechat/client/views/app/tabbar/visitorInfo.js

@@ -206,6 +206,11 @@ Template.visitorInfo.helpers({
 		return !room.email && hasPermission('send-omnichannel-chat-transcript');
 	},
 
+	canPlaceChatOnHold() {
+		const room = Template.instance().room.get();
+		return !!room.canPlaceChatOnHold;
+	},
+
 	roomClosedDateTime() {
 		const { closedAt } = this;
 		return DateFormat.formatDateAndTime(closedAt);
@@ -324,6 +329,30 @@ Template.visitorInfo.events({
 
 		instance.action.set('transcript');
 	},
+
+	'click .on-hold'(event) {
+		event.preventDefault();
+
+		modal.open({
+			title: t('Would_you_like_to_place_chat_on_hold'),
+			type: 'warning',
+			showCancelButton: true,
+			confirmButtonColor: '#3085d6',
+			cancelButtonColor: '#d33',
+			confirmButtonText: t('Yes'),
+		}, () => Meteor.call('livechat:placeChatOnHold', this.rid, function(error/* , result*/) {
+			if (error) {
+				return handleError(error);
+			}
+			modal.open({
+				title: t('Chat_On_Hold'),
+				text: t('Chat_On_Hold_Successfully'),
+				type: 'success',
+				timer: 1500,
+				showConfirmButton: false,
+			});
+		}));
+	},
 });
 
 Template.visitorInfo.onCreated(function() {

app/livechat/server/lib/QueueManager.js

@@ -7,7 +7,7 @@ import { callbacks } from '../../../callbacks/server';
 import { RoutingManager } from './RoutingManager';
 
 
-const queueInquiry = async (room, inquiry, defaultAgent) => {
+export const queueInquiry = async (room, inquiry, defaultAgent) => {
 	const inquiryAgent = RoutingManager.delegateAgent(defaultAgent, inquiry);
 	await callbacks.run('livechat.beforeRouteChat', inquiry, inquiryAgent);
 	inquiry = LivechatInquiry.findOneById(inquiry._id);

app/models/server/models/Subscriptions.js

@@ -1330,6 +1330,22 @@ export class Subscriptions extends Base {
 
 		return this.update(query, update, { multi: true });
 	}
+
+	setOnHold(roomId) {
+		return this.update(
+			{ rid: roomId },
+			{ $set: { onHold: true } },
+			{ multi: true },
+		);
+	}
+
+	unsetOnHold(roomId) {
+		return this.update(
+			{ rid: roomId },
+			{ $unset: { onHold: 1 } },
+			{ multi: true },
+		);
+	}
 }
 
 export default new Subscriptions('subscription', true);

app/models/server/raw/Users.js

@@ -191,7 +191,7 @@ export class UsersRaw extends BaseRaw {
 		const aggregate = [
 			{ $match: { _id: userId, status: { $exists: true, $ne: 'offline' }, statusLivechat: 'available', roles: 'livechat-agent' } },
 			{ $lookup: { from: 'rocketchat_subscription', localField: '_id', foreignField: 'u._id', as: 'subs' } },
-			{ $project: { agentId: '$_id', username: 1, lastAssignTime: 1, lastRoutingTime: 1, 'queueInfo.chats': { $size: { $filter: { input: '$subs', as: 'sub', cond: { $eq: ['$$sub.t', 'l'] } } } } } },
+			{ $project: { agentId: '$_id', username: 1, lastAssignTime: 1, lastRoutingTime: 1, 'queueInfo.chats': { $size: { $filter: { input: '$subs', as: 'sub', cond: { $and: [{ $eq: ['$$sub.t', 'l'] }, { $eq: ['$$sub.open', true] }, { $ne: ['$$sub.onHold', true] }] } } } } } },
 			{ $sort: { 'queueInfo.chats': 1, lastAssignTime: 1, lastRoutingTime: 1, username: 1 } },
 		];
 

app/ui-message/client/messageBox/messageBox.html

@@ -84,7 +84,11 @@
 					{{#if isBlockedOrBlocker}}
 						{{_ "room_is_blocked"}}
 					{{else}}
-						{{> messageBoxReadOnly rid=rid isSubscribed=isSubscribed}}
+						{{#if onHold}}
+							{{> livechatOnHold rid=rid isSubscribed=isSubscribed}}
+						{{else}}
+							{{> messageBoxReadOnly rid=rid isSubscribed=isSubscribed}}
+						{{/if}}
 					{{/if}}
 				</div>
 			{{/if}}

app/ui-message/client/messageBox/messageBox.js

@@ -37,6 +37,7 @@ import './messageBoxAudioMessage';
 import './messageBoxNotSubscribed';
 import './messageBox.html';
 import './messageBoxReadOnly';
+import '../../../livechat/client/views/app/livechatOnHold';
 
 Template.messageBox.onCreated(function() {
 	this.state = new ReactiveDict();
@@ -120,7 +121,6 @@ Template.messageBox.onRendered(function() {
 			}
 			$input.on('dataChange', () => {
 				const messages = $input.data('reply') || [];
-				console.log('dataChange', messages);
 				this.replyMessageData.set(messages);
 			});
 		}
@@ -214,6 +214,10 @@ Template.messageBox.helpers({
 			return false;
 		}
 
+		if (subscription?.onHold) {
+			return false;
+		}
+
 		const isReadOnly = roomTypes.readOnly(rid, Users.findOne({ _id: Meteor.userId() }, { fields: { username: 1 } }));
 		const isArchived = roomTypes.archived(rid) || (subscription && subscription.t === 'd' && subscription.archived);
 
@@ -256,6 +260,13 @@ Template.messageBox.helpers({
 	isBlockedOrBlocker() {
 		return Template.instance().state.get('isBlockedOrBlocker');
 	},
+	onHold() {
+		const { rid, subscription } = Template.currentData();
+		if (!rid) {
+			return false;
+		}
+		return !!subscription?.onHold;
+	},
 	isSubscribed() {
 		const { subscription } = Template.currentData();
 		return !!subscription;

client/sidebar/hooks/useRoomList.ts

@@ -33,6 +33,7 @@ export const useRoomList = (): Array<ISubscription> => {
 			const direct = new Set();
 			const discussion = new Set();
 			const conversation = new Set();
+			const onHold = new Set();
 
 			rooms.forEach((room) => {
 				if (sidebarShowUnread && (room.alert || room.unread) && !room.hideUnreadStatus) {
@@ -55,6 +56,10 @@ export const useRoomList = (): Array<ISubscription> => {
 					_private.add(room);
 				}
 
+				if (room.t === 'l' && room.onHold) {
+					return showOmnichannel && onHold.add(room);
+				}
+
 				if (room.t === 'l') {
 					return showOmnichannel && omnichannel.add(room);
 				}
@@ -66,11 +71,13 @@ export const useRoomList = (): Array<ISubscription> => {
 				conversation.add(room);
 			});
 
+
 			const groups = new Map();
-			showOmnichannel && inquiries.enabled && groups.set('Omnichannel', []);
-			showOmnichannel && !inquiries.enabled && groups.set('Omnichannel', omnichannel);
+			showOmnichannel && (inquiries.enabled || onHold.size) && groups.set('Omnichannel', []);
+			showOmnichannel && !inquiries.enabled && !onHold.size && groups.set('Omnichannel', omnichannel);
 			showOmnichannel && inquiries.enabled && inquiries.queue.length && groups.set('Incoming_Livechats', inquiries.queue);
-			showOmnichannel && inquiries.enabled && omnichannel.size && groups.set('Open_Livechats', omnichannel);
+			showOmnichannel && (inquiries.enabled || onHold.size) && omnichannel.size && groups.set('Open_Livechats', omnichannel);
+			showOmnichannel && onHold.size && groups.set('On_Hold_Chats', onHold);
 			sidebarShowUnread && unread.size && groups.set('Unread', unread);
 			favoritesEnabled && favorite.size && groups.set('Favorites', favorite);
 			showDiscussion && discussion.size && groups.set('Discussions', discussion);

definition/IRoom.ts

@@ -38,6 +38,9 @@ export interface IRoom extends IRocketChatRecord {
 			balance: number;
 		}[];
 	};
+
+	onHold?: boolean;
+	canPlaceChatOnHold?: boolean;
 }
 
 export interface IDirectMessageRoom extends Omit<IRoom, 'default' | 'featured' | 'u' | 'name'> {

definition/ISubscription.ts

@@ -31,6 +31,8 @@ export interface ISubscription extends IRocketChatRecord {
 	prid?: RoomID;
 
 	roles?: string[];
+
+	onHold?: boolean;
 }
 
 export interface ISubscriptionDirectMessage extends Omit<ISubscription, 'name'> {

ee/app/livechat-enterprise/server/hooks/afterOnHold.ts

@@ -0,0 +1,33 @@
+import { callbacks } from '../../../../../app/callbacks/server';
+import { settings } from '../../../../../app/settings/server';
+import { AutoCloseOnHoldScheduler } from '../lib/AutoCloseOnHoldScheduler';
+
+const DEFAULT_CLOSED_MESSAGE = 'Chat is closed because of inactivity';
+
+let autoCloseOnHoldChatTimeout = 0;
+let customCloseMessage = DEFAULT_CLOSED_MESSAGE;
+
+const handleAfterOnHold = async (room: any = {}): Promise<any> => {
+	const { _id: rid } = room;
+	if (!rid) {
+		return;
+	}
+
+	if (!autoCloseOnHoldChatTimeout || autoCloseOnHoldChatTimeout <= 0) {
+		return;
+	}
+
+	await AutoCloseOnHoldScheduler.scheduleRoom(room._id, autoCloseOnHoldChatTimeout, customCloseMessage);
+};
+
+settings.get('Livechat_auto_close_on_hold_chats_timeout', (_, value) => {
+	autoCloseOnHoldChatTimeout = value as number;
+	if (!value || value <= 0) {
+		callbacks.remove('livechat:afterOnHold', 'livechat-auto-close-on-hold');
+	}
+	callbacks.add('livechat:afterOnHold', handleAfterOnHold, callbacks.priority.HIGH, 'livechat-auto-close-on-hold');
+});
+
+settings.get('Livechat_auto_close_on_hold_chats_custom_message', (_, value) => {
+	customCloseMessage = value as string || DEFAULT_CLOSED_MESSAGE;
+});

ee/app/livechat-enterprise/server/hooks/scheduleManualOnHold.ts

@@ -0,0 +1,60 @@
+import { Meteor } from 'meteor/meteor';
+
+import { callbacks } from '../../../../../app/callbacks/server';
+import { settings } from '../../../../../app/settings/server';
+import { AutoCloseOnHoldScheduler } from '../lib/AutoCloseOnHoldScheduler';
+import { ManualOnHoldChatScheduler } from '../lib/ManualOnHoldScheduler';
+
+let manualOnHoldTimeout = -1;
+let manualOnHoldEnabled = false;
+
+const handleAfterSaveMessage = async (message: any = {}, room: any = {}): Promise<any> => {
+	const { _id: rid, onHold } = room;
+	if (!rid) {
+		return message;
+	}
+
+	// skips this callback if the message was edited
+	if (message.editedAt) {
+		return message;
+	}
+	// message valid only if it is a livechat room
+	if (!(typeof room.t !== 'undefined' && room.t === 'l' && room.v && room.v.token)) {
+		return message;
+	}
+	// if the message has a type means it is a special message (like the closing comment), so skips
+	if (message.t) {
+		return message;
+	}
+
+	// TODO: find a better place to add this
+	if (message.token && onHold) {
+		await AutoCloseOnHoldScheduler.unscheduleRoom(rid);
+		await Meteor.call('livechat:resumeOnHold', room._id, { clientAction: false });
+		return message;
+	}
+
+	if (!manualOnHoldEnabled || manualOnHoldTimeout < 0) {
+		return message;
+	}
+
+	message.token ? await ManualOnHoldChatScheduler.unscheduleRoom(rid) : await ManualOnHoldChatScheduler.scheduleRoom(rid, manualOnHoldTimeout === 0 ? 2 : manualOnHoldTimeout);
+
+	return message;
+};
+
+
+settings.get('Livechat_allow_manual_on_hold', (_, value) => {
+	manualOnHoldEnabled = value as boolean;
+	if (!manualOnHoldTimeout) {
+		callbacks.remove('afterSaveMessage', 'livechat-manual-on-hold');
+		return;
+	}
+
+	callbacks.add('afterSaveMessage', handleAfterSaveMessage, callbacks.priority.HIGH, 'livechat-manual-on-hold');
+});
+
+
+settings.get('Livechat_manual_on_hold_timeout', (_, value) => {
+	manualOnHoldTimeout = value as number ? value as number : -1;
+});

ee/app/livechat-enterprise/server/hooks/setPredictedVisitorAbandonmentTime.js

@@ -3,7 +3,7 @@ import { settings } from '../../../../../app/settings/server';
 import { setPredictedVisitorAbandonmentTime } from '../lib/Helper';
 
 callbacks.add('afterSaveMessage', function(message, room) {
-	if (!settings.get('Livechat_auto_close_abandoned_rooms') || settings.get('Livechat_visitor_inactivity_timeout') <= 0) {
+	if (!settings.get('Livechat_abandoned_rooms_action') || settings.get('Livechat_abandoned_rooms_action') === 'none' || settings.get('Livechat_visitor_inactivity_timeout') <= 0) {
 		return message;
 	}
 	// skips this callback if the message was edited

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

@@ -11,6 +11,8 @@ import './methods/saveUnit';
 import './methods/savePriority';
 import './methods/removePriority';
 import './methods/removeBusinessHour';
+import './methods/onHold';
+import './methods/resumeOnHold';
 import LivechatUnit from '../../models/server/models/LivechatUnit';
 import LivechatTag from '../../models/server/models/LivechatTag';
 import LivechatUnitMonitors from '../../models/server/models/LivechatUnitMonitors';
@@ -26,7 +28,11 @@ import './hooks/onLoadConfigApi';
 import './hooks/onCloseLivechat';
 import './hooks/onSaveVisitorInfo';
 import './hooks/scheduleAutoTransfer';
+import './hooks/scheduleManualOnHold';
+import './hooks/afterOnHold';
 import './lib/routing/LoadBalancing';
+import './lib/AutoCloseOnHoldScheduler';
+import './lib/ManualOnHoldScheduler';
 import { onLicense } from '../../license/server';
 import './business-hour';