[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/livechatReadOnly.html

@@ -4,13 +4,20 @@
 			{{#if isPreparing}}
 				{{> loading}}
 			{{else}}
-				{{#if inquiryOpen}}
+				{{#if isOnHold}}
 					<div class="rc-message-box__join">
-						{{{_ "you_are_in_preview_mode_of_incoming_livechat"}}}
-						<button class="rc-button rc-button--primary rc-button--small rc-message-box__take-it-button js-take-it">{{_ "Take_it"}}</button>
+						{{{_ "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>
 				{{else}}
-					{{_ "room_is_read_only"}}
+					{{#if inquiryOpen}}
+						<div class="rc-message-box__join">
+							{{{_ "you_are_in_preview_mode_of_incoming_livechat"}}}
+							<button class="rc-button rc-button--primary rc-button--small rc-message-box__take-it-button js-take-it">{{_ "Take_it"}}</button>
+						</div>
+					{{else}}
+						{{_ "room_is_read_only"}}
+					{{/if}}
 				{{/if}}
 			{{/if}}
 		{{/if}}

app/livechat/client/views/app/livechatReadOnly.js

@@ -22,12 +22,16 @@ Template.livechatReadOnly.helpers({
 
 	showPreview() {
 		const config = Template.instance().routingConfig.get();
-		return config.previewRoom;
+		return config.previewRoom || Template.currentData().onHold;
 	},
 
 	isPreparing() {
 		return Template.instance().preparing.get();
 	},
+
+	isOnHold() {
+		return Template.currentData().onHold;
+	},
 });
 
 Template.livechatReadOnly.events({
@@ -37,9 +41,18 @@ Template.livechatReadOnly.events({
 
 		const inquiry = instance.inquiry.get();
 		const { _id } = inquiry;
-		await call('livechat:takeInquiry', _id);
+		await call('livechat:takeInquiry', _id, { clientAction: true });
 		instance.loadInquiry(inquiry.rid);
 	},
+
+	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.livechatReadOnly.onCreated(function() {

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

@@ -89,6 +89,10 @@ <h3>{{_ "Transcript_Request"}}</h3>
 				{{#if canSendTranscript}}
 					<button class="button rc-button rc-button--secondary button-block send-transcript"><span><i class="icon-mail"></i> {{_ "Transcript"}}</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}}
 			</nav>
 		{{/if}}
 

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.open && !room.onHold && room.servedBy && room.lastMessage && !room.lastMessage?.token && settings.get('Livechat_allow_manual_on_hold');
+	},
+
 	roomClosedDateTime() {
 		const { closedAt } = this;
 		return DateFormat.formatDateAndTime(closedAt);
@@ -324,6 +329,31 @@ 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'),
+		},
+		async () => {
+			const { success } = await APIClient.v1.post('livechat/room.onHold', { roomId: this.rid });
+			if (success) {
+				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/Livechat.js

@@ -589,6 +589,10 @@ export const Livechat = {
 	},
 
 	async transfer(room, guest, transferData) {
+		if (room.onHold) {
+			throw new Meteor.Error('error-room-onHold', 'Room On Hold', { method: 'livechat:transfer' });
+		}
+
 		if (transferData.departmentId) {
 			transferData.department = LivechatDepartment.findOneById(transferData.departmentId, { fields: { name: 1 } });
 		}
@@ -606,6 +610,10 @@ export const Livechat = {
 			throw new Meteor.Error('room-closed', 'Room closed', { method: 'livechat:returnRoomAsInquiry' });
 		}
 
+		if (room.onHold) {
+			throw new Meteor.Error('error-room-onHold', 'Room On Hold', { method: 'livechat:returnRoomAsInquiry' });
+		}
+
 		if (!room.servedBy) {
 			return false;
 		}

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/livechat/server/lib/RoutingManager.js

@@ -13,7 +13,7 @@ import {
 	allowAgentSkipQueue,
 } from './Helper';
 import { callbacks } from '../../../callbacks/server';
-import { LivechatRooms, Rooms, Messages, Users, LivechatInquiry } from '../../../models/server';
+import { LivechatRooms, Rooms, Messages, Users, LivechatInquiry, Subscriptions } from '../../../models/server';
 import { Apps, AppEvents } from '../../../apps/server';
 
 export const RoutingManager = {
@@ -110,7 +110,7 @@ export const RoutingManager = {
 		return true;
 	},
 
-	async takeInquiry(inquiry, agent) {
+	async takeInquiry(inquiry, agent, options = { clientAction: false }) {
 		check(agent, Match.ObjectIncluding({
 			agentId: String,
 			username: String,
@@ -128,15 +128,20 @@ export const RoutingManager = {
 			return room;
 		}
 
-		if (room.servedBy && room.servedBy._id === agent.agentId) {
+		if (room.servedBy && room.servedBy._id === agent.agentId && !room.onHold) {
 			return room;
 		}
 
-		agent = await callbacks.run('livechat.checkAgentBeforeTakeInquiry', agent, inquiry);
+		agent = await callbacks.run('livechat.checkAgentBeforeTakeInquiry', { agent, inquiry, options });
 		if (!agent) {
+			await callbacks.run('livechat.onAgentAssignmentFailed', { inquiry, room, options });
 			return null;
 		}
 
+		if (room.onHold) {
+			Subscriptions.removeByRoomIdAndUserId(room._id, agent.agentId);
+		}
+
 		LivechatInquiry.takeInquiry(_id);
 		const inq = this.assignAgent(inquiry, agent);
 

app/livechat/server/methods/takeInquiry.js

@@ -6,7 +6,7 @@ import { RoutingManager } from '../lib/RoutingManager';
 import { userCanTakeInquiry } from '../lib/Helper';
 
 Meteor.methods({
-	'livechat:takeInquiry'(inquiryId) {
+	'livechat:takeInquiry'(inquiryId, options) {
 		if (!Meteor.userId() || !hasPermission(Meteor.userId(), 'view-l-room')) {
 			throw new Meteor.Error('error-not-allowed', 'Not allowed', { method: 'livechat:takeInquiry' });
 		}
@@ -27,6 +27,6 @@ Meteor.methods({
 			username: user.username,
 		};
 
-		return RoutingManager.takeInquiry(inquiry, agent);
+		return RoutingManager.takeInquiry(inquiry, agent, options);
 	},
 });

app/models/server/models/LivechatInquiry.js

@@ -73,6 +73,19 @@ export class LivechatInquiry extends Base {
 		});
 	}
 
+	/*
+	* mark inquiry as ready
+	*/
+	readyInquiry(inquiryId) {
+		return this.update({
+			_id: inquiryId,
+		}, {
+			$set: {
+				status: 'ready',
+			},
+		});
+	}
+
 	changeDepartmentIdByRoomId(rid, department) {
 		const query = {
 			rid,

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/theme/client/imports/components/message-box.css

@@ -270,6 +270,10 @@
 		margin: 0 0.5rem;
 	}
 
+	&__resume-it-button {
+		margin: 0 0.5rem;
+	}
+
 	&__cannot-send {
 		display: flex;
 		justify-content: space-between;

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

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

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

@@ -120,7 +120,6 @@ Template.messageBox.onRendered(function() {
 			}
 			$input.on('dataChange', () => {
 				const messages = $input.data('reply') || [];
-				console.log('dataChange', messages);
 				this.replyMessageData.set(messages);
 			});
 		}
@@ -214,6 +213,10 @@ 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 +259,10 @@ Template.messageBox.helpers({
 	isBlockedOrBlocker() {
 		return Template.instance().state.get('isBlockedOrBlocker');
 	},
+	onHold() {
+		const { rid, subscription } = Template.currentData();
+		return rid && !!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 +38,8 @@ export interface IRoom extends IRocketChatRecord {
 			balance: number;
 		}[];
 	};
+
+	onHold?: 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/api/index.js

@@ -6,3 +6,4 @@ import './priorities';
 import './tags';
 import './units';
 import './business-hours';
+import './rooms';