feat: Send to queue while supporting default agent #36617

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Merged

kodiakhq merged 8 commits into develop from fix/toqueue-defaultagent

Aug 15, 2025

.changeset/few-dryers-repeat.md

-Original file line number
+Diff line change
@@ -0,0 +1,7 @@
+    ---
+    "@rocket.chat/meteor": patch
+    "@rocket.chat/model-typings": patch
+    "@rocket.chat/models": patch
+    ---
+    Allows agents to set a default agent when the chat being transferred ends up in the queue

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

-Original file line number
+Diff line change
@@ Expand Up @@
     			isWaitingQueueEnabled,
     		});
     		await saveTransferHistory(room, transferData);
-    		return RoutingManager.unassignAgent(inquiry, departmentId, true);
+    		return RoutingManager.unassignAgent(inquiry, departmentId, true, agent);
     	}
     	// Fake the department to forward the inquiry - Case the forward process does not success
@@ Expand Down @@

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

-Original file line number
+Diff line change
@@ Expand Up / @@ -48,7 +48,12 @@ type Routing = { @@
     		options?: { clientAction?: boolean; forwardingToDepartment?: { oldDepartmentId?: string; transferData?: any } },
     		room?: IOmnichannelRoom,
     	): Promise<(IOmnichannelRoom & { chatQueued?: boolean }) | null | void>;
-    	unassignAgent(inquiry: ILivechatInquiryRecord, departmentId?: string, shouldQueue?: boolean): Promise<boolean>;
+    	unassignAgent(
+    		inquiry: ILivechatInquiryRecord,
+    		departmentId?: string,
+    		shouldQueue?: boolean,
+    		agent?: SelectedAgent | null,
+    	): Promise<boolean>;
     	takeInquiry(
     		inquiry: Omit<
     			ILivechatInquiryRecord,
@@ Expand Down Expand Up / @@ -157,11 +162,19 @@ export const RoutingManager: Routing = { @@
     		return { inquiry, user };
     	},
-    	async unassignAgent(inquiry, departmentId, shouldQueue = false) {
+    	async unassignAgent(inquiry, departmentId, shouldQueue = false, defaultAgent?: SelectedAgent | null) {
     		const { rid, department } = inquiry;
     		const room = await LivechatRooms.findOneById(rid);
-    		logger.debug(`Removing assignations of inquiry ${inquiry._id}`);
+    		logger.debug({
+    			msg: 'Removing assignations of inquiry',
+    			inquiryId: inquiry._id,
+    			departmentId,
+    			room: { _id: room?._id, open: room?.open, servedBy: room?.servedBy },
+    			shouldQueue,
+    			defaultAgent,
+    		});
     		if (!room?.open) {
     			logger.debug(`Cannot unassign agent from inquiry ${inquiry._id}: Room already closed`);
     			return false;
@@ Expand All / @@ -187,7 +200,7 @@ export const RoutingManager: Routing = { @@
     		}
     		if (shouldQueue) {
-    			const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id, room.lastMessage);
+    			const queuedInquiry = await LivechatInquiry.queueInquiry(inquiry._id, room.lastMessage, defaultAgent);
     			if (queuedInquiry) {
     				inquiry = queuedInquiry;
     				void notifyOnLivechatInquiryChanged(inquiry, 'updated', {
@@ Expand Down @@

apps/meteor/tests/end-to-end/api/livechat/00-rooms.ts

-Original file line number
+Diff line change
@@ Expand Up / @@ -1278,6 +1278,44 @@ describe('LIVECHAT - rooms', () => { @@
     			]);
     		});
+    		(IS_EE ? it : it.skip)(
+    			'when manager forwards to department & passes an agent on the request while waiting queue is active, the inquiry should be set to the queue with default agent',
+    			async () => {
+    				const { department: initialDepartment } = await createDepartmentWithAnOnlineAgent();
+    				const { department: forwardToOfflineDepartment, agent: onlineAgent } = await createDepartmentWithAnOnlineAgent();
+    				await updateSetting('Livechat_waiting_queue', true);
+    				const newVisitor = await createVisitor(initialDepartment._id);
+    				const newRoom = await createLivechatRoom(newVisitor.token);
+    				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,
+    					userId: onlineAgent.user._id,
+    					clientAction: true,
+    					comment: 'test comment',
+    				});
+    				const inquiry = await fetchInquiry(newRoom._id);
+    				expect(inquiry).to.have.property('status', 'queued');
+    				expect(inquiry)
+    					.to.have.property('defaultAgent')
+    					.to.deep.equal({ agentId: onlineAgent.user._id, username: onlineAgent.user.username });
+    				await Promise.all([
+    					updateSetting('Livechat_waiting_queue', false),
+    					deleteDepartment(initialDepartment._id),
+    					deleteDepartment(forwardToOfflineDepartment._id),
+    					closeOmnichannelRoom(newRoom._id),
+    				]);
+    			},
+    		);
     		(IS_EE ? it : it.skip)(
     			'when manager forward to offline (agent away, accept when agent idle off) department the inquiry should be set to the queue',
     			async () => {
@@ Expand Down @@

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

-Original file line number
+Diff line change
@@ -1,4 +1,4 @@
-    import type { IMessage, ILivechatInquiryRecord, LivechatInquiryStatus } from '@rocket.chat/core-typings';
+    import type { IMessage, ILivechatInquiryRecord, LivechatInquiryStatus, SelectedAgent } from '@rocket.chat/core-typings';
     import type { FindOptions, Document, UpdateResult, DeleteResult, FindCursor, DeleteOptions, AggregateOptions } from 'mongodb';
     import type { IBaseModel } from './IBaseModel';
@@ Expand Down Expand Up @@
     	getQueuedInquiries(options?: FindOptions<ILivechatInquiryRecord>): FindCursor<ILivechatInquiryRecord>;
     	takeInquiry(inquiryId: string): Promise<void>;
     	openInquiry(inquiryId: string): Promise<UpdateResult>;
-    	queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null>;
+    	queueInquiry(inquiryId: string, lastMessage?: IMessage, defaultAgent?: SelectedAgent | null): Promise<ILivechatInquiryRecord | null>;
     	queueInquiryAndRemoveDefaultAgent(inquiryId: string): Promise<UpdateResult>;
     	readyInquiry(inquiryId: string): Promise<UpdateResult>;
     	changeDepartmentIdByRoomId(rid: string, department: string): Promise<UpdateResult>;
@@ Expand Down @@

packages/models/src/models/LivechatInquiry.ts

-Original file line number
+Diff line change
@@ -1,4 +1,10 @@
-    import type { ILivechatInquiryRecord, IMessage, RocketChatRecordDeleted, ILivechatPriority } from '@rocket.chat/core-typings';
+    import type {
+    	ILivechatInquiryRecord,
+    	IMessage,
+    	RocketChatRecordDeleted,
+    	ILivechatPriority,
+    	SelectedAgent,
+    } from '@rocket.chat/core-typings';
     import { LivechatInquiryStatus } from '@rocket.chat/core-typings';
     import type { ILivechatInquiryModel } from '@rocket.chat/model-typings';
     import type {
@@ Expand Down Expand Up @@
     		);
     	}
-    	async queueInquiry(inquiryId: string, lastMessage?: IMessage): Promise<ILivechatInquiryRecord | null> {
+    	async queueInquiry(
+    		inquiryId: string,
+    		lastMessage?: IMessage,
+    		defaultAgent?: SelectedAgent | null,
+    	): Promise<ILivechatInquiryRecord | null> {
     		return this.findOneAndUpdate(
     			{
     				_id: inquiryId,
@@ Expand All @@
     					status: LivechatInquiryStatus.QUEUED,
     					queuedAt: new Date(),
     					...(lastMessage && { lastMessage }),
+    					...(defaultAgent && { defaultAgent }),
     				},
     				$unset: { takenAt: 1 },
     			},
@@ Expand Down @@

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