fix: transferToAgent doesn't stop on transfer failure

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

@@ -47,7 +47,7 @@ type Routing = {
 		agent?: SelectedAgent | null,
 		options?: { clientAction?: boolean; forwardingToDepartment?: { oldDepartmentId?: string; transferData?: any } },
 		room?: IOmnichannelRoom,
-	): Promise<(IOmnichannelRoom & { chatQueued?: boolean }) | null | void>;
+	): Promise<(IOmnichannelRoom & { chatQueued?: boolean }) | null | false>;
 	unassignAgent(
 		inquiry: ILivechatInquiryRecord,
 		departmentId?: string,
@@ -62,7 +62,7 @@ type Routing = {
 		agent: SelectedAgent | null,
 		options: { clientAction?: boolean; forwardingToDepartment?: { oldDepartmentId?: string; transferData?: any } },
 		room: IOmnichannelRoom,
-	): Promise<IOmnichannelRoom | null | void>;
+	): Promise<IOmnichannelRoom | false>;
 	transferRoom(room: IOmnichannelRoom, guest: ILivechatVisitor, transferData: TransferData): Promise<boolean>;
 	delegateAgent(agent: SelectedAgent | undefined, inquiry: ILivechatInquiryRecord): Promise<SelectedAgent | null | undefined>;
 	removeAllRoomSubscriptions(room: Pick<IOmnichannelRoom, '_id'>, ignoreUser?: { _id: string }): Promise<void>;

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

@@ -17,22 +17,22 @@ const handleOnAgentAssignmentFailed = async (
 	},
 ) => {
 	if (!inquiry || !room) {
-		return;
+		return false;
 	}
 
 	if (!settings.get('Livechat_waiting_queue')) {
-		return;
+		return false;
 	}
 
 	const { forwardingToDepartment: { oldDepartmentId } = {}, forwardingToDepartment } = options;
 	if (!forwardingToDepartment) {
-		return;
+		return false;
 	}
 
 	const { department: newDepartmentId } = inquiry;
 
 	if (!newDepartmentId || !oldDepartmentId || newDepartmentId === oldDepartmentId) {
-		return;
+		return false;
 	}
 
 	return { ...room, chatQueued: true } as IOmnichannelRoom & { chatQueued: boolean };

apps/meteor/server/lib/callbacks.ts

@@ -188,7 +188,7 @@ type ChainedCallbackSignatures = {
 			};
 			options: { forwardingToDepartment?: { oldDepartmentId?: string; transferData?: any }; clientAction?: boolean };
 		},
-	) => Promise<(IOmnichannelRoom & { chatQueued: boolean }) | undefined>;
+	) => Promise<(IOmnichannelRoom & { chatQueued: boolean }) | false>;
 	'beforeGetMentions': (mentionIds: string[], teamMentions: MessageMention[]) => Promise<string[]>;
 	'livechat.manageDepartmentUnit': (params: { userId: string; departmentId: string; unitId?: string }) => void;
 	'afterRoomTopicChange': (

apps/meteor/server/services/omnichannel/queue.ts

@@ -254,7 +254,12 @@ export class OmnichannelQueue implements IOmnichannelQueue {
 
 		const room = await RoutingManager.delegateInquiry(inquiry, defaultAgent, undefined, roomFromDb);
 
-		if (room?.servedBy) {
+		if (!room) {
+			queueLogger.debug({ msg: 'RoutingManager failed to delegate inquiry', inquiry: inquiry._id, queue });
+			return false;
+		}
+
+		if (room.servedBy) {
 			const {
 				_id: rid,
 				servedBy: { _id: agentId },

apps/meteor/tests/end-to-end/api/livechat/07-queue.ts

@@ -19,6 +19,7 @@ import {
 	getLivechatRoomInfo,
 	makeAgentAvailable,
 	updateDepartment,
+	startANewLivechatRoomAndTakeIt,
 } from '../../../data/livechat/rooms';
 import { createAnOnlineAgent, updateLivechatSettingsForUser } from '../../../data/livechat/users';
 import { sleep } from '../../../data/livechat/utils';
@@ -644,6 +645,8 @@ describe('LIVECHAT - Queue', () => {
 		await makeAgentAvailable(credentials3);
 		await makeAgentAvailable(credentials4);
 
+		await updatePermission('transfer-livechat-guest', ['livechat-agent']);
+
 		testUser = {
 			user,
 			credentials: credentials3,
@@ -881,4 +884,122 @@ describe('LIVECHAT - Queue', () => {
 		expect(roomInfo.servedBy).to.be.an('object');
 		expect(roomInfo.servedBy?._id).to.be.equal(testUser2.user._id);
 	});
+
+	describe('when forwarding a chat to an agent already at their limit', () => {
+		let forwardingRoom: { _id: string };
+		let otherRoom: { _id: string };
+		let visitor1: ILivechatVisitor;
+		let visitor2: ILivechatVisitor;
+		let forwardingDept: ILivechatDepartment;
+		let forwardUserA: { user: IUser; credentials: Credentials };
+		let forwardUserB: { user: IUser; credentials: Credentials };
+
+		before(async () => {
+			await updateSetting('Livechat_Routing_Method', 'Manual_Selection');
+
+			const userA = await createUser();
+			const userB = await createUser();
+
+			await createAgent(userA.username);
+			await createAgent(userB.username);
+
+			const credA = await login(userA.username, password);
+			const credB = await login(userB.username, password);
+
+			await makeAgentAvailable(credA);
+			await makeAgentAvailable(credB);
+
+			forwardUserA = { user: userA, credentials: credA };
+			forwardUserB = { user: userB, credentials: credB };
+
+			forwardingDept = await createDepartment(
+				[{ agentId: forwardUserA.user._id }, { agentId: forwardUserB.user._id }],
+				`${new Date().toISOString()}-forward-limit`,
+				true,
+				{
+					maxNumberSimultaneousChat: 1,
+				},
+			);
+
+			await updateLivechatSettingsForUser(forwardUserA.user._id, { maxNumberSimultaneousChat: 1 }, [forwardingDept._id]);
+			await updateLivechatSettingsForUser(forwardUserB.user._id, { maxNumberSimultaneousChat: 1 }, [forwardingDept._id]);
+
+			// Force agent A to take a room on the dedicated department
+			const { room: room1, visitor } = await startANewLivechatRoomAndTakeIt({
+				departmentId: forwardingDept._id,
+				agent: forwardUserA.credentials,
+			});
+			visitor1 = visitor;
+
+			const roomInfo1 = await getLivechatRoomInfo(room1._id);
+			expect(roomInfo1.servedBy).to.be.an('object');
+			expect(roomInfo1.servedBy?._id).to.be.equal(forwardUserA.user._id);
+			otherRoom = room1;
+		});
+
+		before(async () => {
+			// Force agent B to take another room on the same department
+			const { room: room2, visitor } = await startANewLivechatRoomAndTakeIt({
+				departmentId: forwardingDept!._id,
+				agent: forwardUserB.credentials,
+			});
+			visitor2 = visitor;
+
+			const roomInfo2 = await getLivechatRoomInfo(room2._id);
+			expect(roomInfo2.servedBy).to.be.an('object');
+			expect(roomInfo2.servedBy?._id).to.be.equal(forwardUserB.user._id);
+
+			forwardingRoom = room2;
+		});
+
+		after(async () => {
+			await closeOmnichannelRoom(forwardingRoom._id);
+			await closeOmnichannelRoom(otherRoom._id);
+			await deleteDepartment(forwardingDept._id);
+			await deleteVisitor(visitor1._id);
+			await deleteVisitor(visitor2._id);
+			await deleteUser(forwardUserA.user);
+			await deleteUser(forwardUserB.user);
+		});
+
+		it('should not allow forwarding and should not add system messages to the room', async () => {
+			const res = await request.post(api('livechat/room.forward')).set(forwardUserB.credentials).send({
+				roomId: forwardingRoom._id,
+				userId: forwardUserA.user._id,
+				clientAction: true,
+				comment: 'forward to agent at limit',
+			});
+
+			expect(res.status).to.equal(400);
+			expect(res.body).to.have.property('success', false);
+
+			const messagesResponse = await request.get(api('channels.messages')).set(credentials).query({ roomId: forwardingRoom._id });
+
+			expect(messagesResponse.status).to.equal(200);
+			expect(messagesResponse.body).to.have.property('messages');
+			const systemMessages = messagesResponse.body.messages.filter((msg: any) => msg.t === 'livechat_transfer_history');
+			expect(systemMessages).to.have.length(0);
+		});
+
+		it('should allow forwarding with the waiting queue disabled', async () => {
+			await updateEESetting('Livechat_waiting_queue', false);
+
+			const res = await request.post(api('livechat/room.forward')).set(forwardUserB.credentials).send({
+				roomId: forwardingRoom._id,
+				userId: forwardUserA.user._id,
+				clientAction: true,
+				comment: 'forward to agent at limit with waiting queue disabled',
+			});
+
+			expect(res.status).to.equal(200);
+			expect(res.body).to.have.property('success', true);
+
+			const messagesResponse = await request.get(api('channels.messages')).set(credentials).query({ roomId: forwardingRoom._id });
+
+			expect(messagesResponse.status).to.equal(200);
+			expect(messagesResponse.body).to.have.property('messages');
+			const systemMessages = messagesResponse.body.messages.filter((msg: any) => msg.t === 'livechat_transfer_history');
+			expect(systemMessages).to.have.length.greaterThan(0);
+		});
+	});
 });