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fix: Omnichannel making a request for room data after every message sent #35618

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Merged
sampaiodiego merged 5 commits into from
Apr 10, 2025
Merged

fix: Omnichannel making a request for room data after every message sent #35618

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cca0ebe
fix: not invalidate inquiry after every message
sampaiodiego Mar 25, 2025
bf09c43
test: validate if inquiry last message is updated
sampaiodiego Mar 25, 2025
b57f64a
doc: add changeset
sampaiodiego Mar 26, 2025
20e8a1b
fix: save room's last message when unassigning agent
sampaiodiego Apr 9, 2025
9f12749
test: check inq last msg on chat transfer
sampaiodiego Apr 9, 2025
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6 changes: 6 additions & 0 deletions .changeset/heavy-boats-mix.md
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@@ -0,0 +1,6 @@
---
'@rocket.chat/models': patch
'@rocket.chat/meteor': patch
---

Fixes an issue when sending a message on an omnichannel room would cause the web client to fetch the room data again.
2 changes: 1 addition & 1 deletion apps/meteor/app/livechat/server/lib/RoutingManager.ts
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Expand Up @@ -175,7 +175,7 @@ export const RoutingManager: Routing = {
const { servedBy } = room;

if (shouldQueue) {
const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id);
const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id, room.lastMessage);
if (queuedInquiry) {
inquiry = queuedInquiry;
void notifyOnLivechatInquiryChanged(inquiry, 'updated', {
Expand Down
6 changes: 6 additions & 0 deletions apps/meteor/app/livechat/server/lib/rooms.ts
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Expand Up @@ -226,6 +226,12 @@ export async function returnRoomAsInquiry(room: IOmnichannelRoom, departmentId?:
return false;
}

// update inquiry's last message with room's last message to correctly display in the queue
// because we stop updating the inquiry when it's been taken
if (room.lastMessage) {
await LivechatInquiry.setLastMessageById(inquiry._id, room.lastMessage);
}

const transferredBy = normalizeTransferredByData(user, room);
livechatLogger.debug(`Transfering room ${room._id} by user ${transferredBy._id}`);
const transferData = { roomId: room._id, scope: 'queue', departmentId, transferredBy, ...overrideTransferData };
Expand Down
62 changes: 62 additions & 0 deletions apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts
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Expand Up @@ -40,6 +40,7 @@ import {
makeAgentUnavailable,
sendAgentMessage,
fetchInquiry,
takeInquiry,
} from '../../../data/livechat/rooms';
import { saveTags } from '../../../data/livechat/tags';
import { createMonitor, createUnit, deleteUnit } from '../../../data/livechat/units';
Expand Down Expand Up @@ -1170,6 +1171,67 @@ describe('LIVECHAT - rooms', () => {
await deleteDepartment(forwardToOfflineDepartment._id);
});

(IS_EE ? it : it.skip)(
'should update inquiry last message when manager forward to offline department and the inquiry returns to queued',
async () => {
await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
const { department: initialDepartment, agent } = await createDepartmentWithAnOnlineAgent();
const { department: forwardToOfflineDepartment, agent: offlineAgent } = await createDepartmentWithAnOfflineAgent({
allowReceiveForwardOffline: true,
});

const newVisitor = await createVisitor(initialDepartment._id);
const newRoom = await createLivechatRoom(newVisitor.token);

const inq = await fetchInquiry(newRoom._id);
await takeInquiry(inq._id, agent.credentials);

const msgText = `return to queue ${Date.now()}`;
await request.post(api('livechat/message')).send({ token: newVisitor.token, rid: newRoom._id, msg: msgText }).expect(200);

await makeAgentUnavailable(offlineAgent.credentials);

const manager = await createUser();
const managerCredentials = await login(manager.username, password);
await createManager(manager.username);

await request.post(api('livechat/room.forward')).set(managerCredentials).send({
roomId: newRoom._id,
departmentId: forwardToOfflineDepartment._id,
clientAction: true,
comment: 'test comment',
});

await request
.get(api(`livechat/queue`))
.set(credentials)
.query({
count: 1,
})
.expect('Content-Type', 'application/json')
.expect(200)
.expect((res: Response) => {
expect(res.body).to.have.property('success', true);
expect(res.body.queue).to.be.an('array');
expect(res.body.queue[0].chats).not.to.undefined;
expect(res.body).to.have.property('offset');
expect(res.body).to.have.property('total');
expect(res.body).to.have.property('count');
});

const inquiry = await fetchInquiry(newRoom._id);

expect(inquiry).to.have.property('_id', inquiry._id);
expect(inquiry).to.have.property('rid', newRoom._id);
expect(inquiry).to.have.property('lastMessage');
expect(inquiry.lastMessage).to.have.property('msg', '');
expect(inquiry.lastMessage).to.have.property('t', 'livechat_transfer_history');

await deleteDepartment(initialDepartment._id);
await deleteDepartment(forwardToOfflineDepartment._id);
},
);

let roomId: string;
let visitorToken: string;
(IS_EE ? it : it.skip)('should return a success message when transferring to a fallback department', async () => {
Expand Down
85 changes: 85 additions & 0 deletions apps/meteor/tests/end-to-end/api/livechat/05-inquiries.ts
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Expand Up @@ -11,6 +11,7 @@ import {
createDepartment,
createLivechatRoom,
createVisitor,
deleteVisitor,
fetchInquiry,
getLivechatRoomInfo,
makeAgentAvailable,
Expand Down Expand Up @@ -456,4 +457,88 @@ describe('LIVECHAT - inquiries', () => {
expect(depInq.length).to.be.equal(1);
});
});

describe('keep inquiry last message updated', () => {
let room: any;
let visitor: any;
let agent: any;

before(async () => {
agent = await createAgent();
visitor = await createVisitor();

await makeAgentAvailable();
room = await createLivechatRoom(visitor.token);
});

after(async () => {
await deleteVisitor(visitor.token);
});

it('should update inquiry last message', async () => {
const msgText = `update inquiry ${Date.now()}`;

await request.post(api('livechat/message')).send({ token: visitor.token, rid: room._id, msg: msgText }).expect(200);

const inquiry = await fetchInquiry(room._id);

expect(inquiry).to.have.property('_id', inquiry._id);
expect(inquiry).to.have.property('rid', room._id);
expect(inquiry).to.have.property('lastMessage');
expect(inquiry.lastMessage).to.have.property('msg', msgText);
});

it('should update room last message after inquiry is taken', async () => {
const msgText = `update room ${Date.now()}`;

const inquiry = await fetchInquiry(room._id);

await request
.post(api('livechat/inquiries.take'))
.set(credentials)
.send({
inquiryId: inquiry._id,
userId: agent._id,
})
.expect('Content-Type', 'application/json')
.expect(200)
.expect((res: Response) => {
expect(res.body).to.have.property('success', true);
});

await request.post(api('livechat/message')).send({ token: visitor.token, rid: room._id, msg: msgText }).expect(200);

// check room
const roomInfo = await getLivechatRoomInfo(room._id);
expect(roomInfo).to.have.property('lastMessage');
expect(roomInfo.lastMessage).to.have.property('msg', msgText);
});

it('should have the correct last message when room is returned to queue', async () => {
const msgText = `return to queue ${Date.now()}`;

await request.post(api('livechat/message')).send({ token: visitor.token, rid: room._id, msg: msgText }).expect(200);

await request
.post(methodCall('livechat:returnAsInquiry'))
.set(credentials)
.send({
message: JSON.stringify({
method: 'livechat:returnAsInquiry',
params: [room._id],
id: 'id',
msg: 'method',
}),
})
.expect('Content-Type', 'application/json')
.expect(200);

const inquiry = await fetchInquiry(room._id);

expect(inquiry).to.have.property('_id', inquiry._id);
expect(inquiry).to.have.property('rid', room._id);
expect(inquiry).to.have.property('lastMessage');
expect(inquiry.lastMessage).to.have.property('msg', msgText);
});
});
});
3 changes: 2 additions & 1 deletion packages/model-typings/src/models/ILivechatInquiryModel.ts
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Expand Up @@ -16,6 +16,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
getDistinctQueuedDepartments(options: AggregateOptions): Promise<{ _id: string | null }[]>;
setDepartmentByInquiryId(inquiryId: string, department: string): Promise<ILivechatInquiryRecord | null>;
setLastMessageByRoomId(rid: ILivechatInquiryRecord['rid'], message: IMessage): Promise<ILivechatInquiryRecord | null>;
setLastMessageById(inquiryId: string, lastMessage: IMessage): Promise<UpdateResult>;
findNextAndLock(
queueSortBy: FindOptions<ILivechatInquiryRecord>['sort'],
department: string | null,
Expand All @@ -31,7 +32,7 @@ export interface ILivechatInquiryModel extends IBaseModel<ILivechatInquiryRecord
getQueuedInquiries(options?: FindOptions<ILivechatInquiryRecord>): FindCursor<ILivechatInquiryRecord>;
takeInquiry(inquiryId: string): Promise<void>;
openInquiry(inquiryId: string): Promise<UpdateResult>;
queueInquiry(inquiryId: string): Promise<ILivechatInquiryRecord | null>;
queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null>;
queueInquiryAndRemoveDefaultAgent(inquiryId: string): Promise<UpdateResult>;
readyInquiry(inquiryId: string): Promise<UpdateResult>;
changeDepartmentIdByRoomId(rid: string, department: string): Promise<void>;
Expand Down
21 changes: 18 additions & 3 deletions packages/models/src/models/LivechatInquiry.ts
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Expand Up @@ -153,8 +153,19 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
return this.findOneAndUpdate({ _id: inquiryId }, { $set: { department } }, { returnDocument: 'after' });
}

/**
* Updates the `lastMessage` of inquiries that are not taken yet, after they're taken we only need to update room's `lastMessage`
*/
async setLastMessageByRoomId(rid: ILivechatInquiryRecord['rid'], message: IMessage): Promise<ILivechatInquiryRecord | null> {
return this.findOneAndUpdate({ rid }, { $set: { lastMessage: message } }, { returnDocument: 'after' });
return this.findOneAndUpdate(
{ rid, status: { $ne: LivechatInquiryStatus.TAKEN } },
{ $set: { lastMessage: message } },
{ returnDocument: 'after' },
);
}

async setLastMessageById(inquiryId: string, lastMessage: IMessage): Promise<UpdateResult> {
return this.updateOne({ _id: inquiryId }, { $set: { lastMessage } });
}

async findNextAndLock(
Expand Down Expand Up @@ -316,13 +327,17 @@ export class LivechatInquiryRaw extends BaseRaw<ILivechatInquiryRecord> implemen
);
}

async queueInquiry(inquiryId: string): Promise<ILivechatInquiryRecord | null> {
async queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null> {
return this.findOneAndUpdate(
{
_id: inquiryId,
},
{
$set: { status: LivechatInquiryStatus.QUEUED, queuedAt: new Date() },
$set: {
status: LivechatInquiryStatus.QUEUED,
queuedAt: new Date(),
...(lastMessage && { lastMessage }),
},
$unset: { takenAt: 1 },
},
{ returnDocument: 'after' },
Expand Down
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