fix: adds contact manager check before assigning to agent

.changeset/calm-rabbits-sin.md

@@ -0,0 +1,6 @@
+---
+'@rocket.chat/livechat': patch
+'@rocket.chat/meteor': patch
+---
+
+Fixes livechat routing algorithm to ensure conversations are correctly assigned to the contact manager when triggers and/or automatic agent routing are enabled.

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

@@ -156,12 +156,11 @@ class LivechatClass {
 			throw new Error('error-contact-channel-blocked');
 		}
 
-		const defaultAgent =
-			agent ??
-			(await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, {
-				visitorId: visitor._id,
-				source: roomInfo.source,
-			}));
+		const defaultAgent = await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, {
+			visitorId: visitor._id,
+			source: roomInfo.source,
+		});
+
 		// if no department selected verify if there is at least one active and pick the first
 		if (!defaultAgent && !visitor.department) {
 			const department = await getRequiredDepartment();

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

@@ -1,6 +1,6 @@
 import { UserStatus, type ILivechatVisitor } from '@rocket.chat/core-typings';
 import { Logger } from '@rocket.chat/logger';
-import { LivechatDepartment, LivechatVisitors } from '@rocket.chat/models';
+import { LivechatContacts, LivechatDepartment, LivechatVisitors, Users } from '@rocket.chat/models';
 
 import { validateEmail } from './Helper';
 import { settings } from '../../../settings/server';
@@ -46,6 +46,23 @@ export const Visitors = {
 			const visitorEmail = email.trim().toLowerCase();
 			validateEmail(visitorEmail);
 			visitorDataToUpdate.visitorEmails = [{ address: visitorEmail }];
+
+			const contact = await LivechatContacts.findContactByEmailAndContactManager(visitorEmail);
+			if (contact?.contactManager) {
+				const shouldConsiderIdleAgent = settings.get<boolean>('Livechat_enabled_when_agent_idle');
+				const agent = await Users.findOneOnlineAgentById(contact.contactManager, shouldConsiderIdleAgent, {
+					projection: { _id: 1, username: 1, name: 1, emails: 1 },
+				});
+				if (agent && agent.username && agent.name && agent.emails) {
+					visitorDataToUpdate.contactManager = {
+						_id: agent._id,
+						username: agent.username,
+						name: agent.name,
+						emails: agent.emails,
+					};
+					logger.debug(`Assigning visitor ${token} to agent ${agent.username}`);
+				}
+			}
 		}
 
 		const livechatVisitor = await LivechatVisitors.getVisitorByToken(token, { projection: { _id: 1 } });

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

@@ -93,7 +93,7 @@ settings.watch<boolean>('Omnichannel_contact_manager_routing', (value) => {
 callbacks.add(
 	'livechat.checkDefaultAgentOnNewRoom',
 	async (defaultAgent, { visitorId, source } = {}) => {
-		if (defaultAgent || !visitorId || !source) {
+		if (!visitorId || !source) {
 			return defaultAgent;
 		}
 
@@ -104,6 +104,11 @@ callbacks.add(
 			return undefined;
 		}
 
+		const hasDivergentContactManager = defaultAgent?.agentId !== guest?.contactManager;
+		if (!hasDivergentContactManager && defaultAgent) {
+			return defaultAgent;
+		}
+
 		const contactId = await migrateVisitorIfMissingContact(visitorId, source);
 		const contact = contactId ? await LivechatContacts.findOneById(contactId, { projection: { contactManager: 1 } }) : undefined;
 

packages/core-typings/src/ILivechatVisitor.ts

@@ -45,7 +45,10 @@ export interface ILivechatVisitor extends IRocketChatRecord {
 	};
 	livechatData?: ILivechatData;
 	contactManager?: {
+		_id?: string;
 		username: string;
+		name?: string;
+		emails?: { address: string }[];
 	};
 	activity?: string[];
 	disabled?: boolean;

packages/livechat/src/routes/Register/index.tsx

@@ -93,7 +93,10 @@ export const Register: FunctionalComponent<{ path: string }> = () => {
 
 		try {
 			const { visitor: user } = await Livechat.grantVisitor({ visitor: { ...fields, token } });
-			await dispatch({ user } as Omit<StoreState['user'], 'ts'>);
+			await dispatch({
+				user,
+				...(user.contactManager && { agent: user.contactManager }),
+			} as Omit<StoreState['user'], 'ts'>);
 
 			parentCall('callback', 'pre-chat-form-submit', fields);
 			Triggers.callbacks?.emit('chat-visitor-registered');

packages/model-typings/src/models/ILivechatContactsModel.ts

@@ -36,6 +36,7 @@ export interface ILivechatContactsModel extends IBaseModel<ILivechatContact> {
 		lastChat: ILivechatContact['lastChat'],
 	): Promise<UpdateResult>;
 	findContactMatchingVisitor(visitor: AtLeast<ILivechatVisitor, 'visitorEmails' | 'phone'>): Promise<ILivechatContact | null>;
+	findContactByEmailAndContactManager(email: string): Promise<Pick<ILivechatContact, 'contactManager'> | null>;
 	findOneByVisitor<T extends Document = ILivechatContact>(
 		visitor: ILivechatContactVisitorAssociation,
 		options?: FindOptions<ILivechatContact>,

packages/models/src/models/LivechatContacts.ts

@@ -175,6 +175,13 @@ export class LivechatContactsRaw extends BaseRaw<ILivechatContact> implements IL
 		return this.findOne(query);
 	}
 
+	async findContactByEmailAndContactManager(email: string): Promise<Pick<ILivechatContact, 'contactManager'> | null> {
+		return this.findOne(
+			{ emails: { $elemMatch: { address: email } }, contactManager: { $exists: true } },
+			{ projection: { contactManager: 1 } },
+		);
+	}
+
 	private makeQueryForVisitor(
 		visitor: ILivechatContactVisitorAssociation,
 		extraFilters?: Filter<Required<ILivechatContact>['channels'][number]>,