diff --git a/apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx b/apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx
index 2f1c90bc1ff0..c43d415caf2c 100644
--- a/apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx
+++ b/apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx
@@ -296,9 +296,8 @@ export const useQuickActions = (): {
 	});
 
 	const omnichannelRouteConfig = useOmnichannelRouteConfig();
-
+	const manualOnHoldAllowed = useSetting('Livechat_allow_manual_on_hold');
 	const hasManagerRole = useRole('livechat-manager');
-
 	const roomOpen = room?.open && (room.u?._id === uid || hasManagerRole) && room?.lastMessage?.t !== 'livechat-close';
 	const canMoveQueue = !!omnichannelRouteConfig?.returnQueue && room?.u !== undefined;
 	const canForwardGuest = usePermission('transfer-livechat-guest');
@@ -309,8 +308,8 @@ export const useQuickActions = (): {
 	const canCloseOthersRoom = usePermission('close-others-livechat-room');
 	const restrictedOnHold = useSetting('Livechat_allow_manual_on_hold_upon_agent_engagement_only');
 	const canRoomBePlacedOnHold = !room.onHold && room.u;
-	const canAgentPlaceOnHold = !room.lastMessage.token;
-	const canPlaceChatOnHold = canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold);
+	const canAgentPlaceOnHold = !room.lastMessage?.token;
+	const canPlaceChatOnHold = manualOnHoldAllowed && canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold);
 
 	const hasPermissionButtons = (id: string): boolean => {
 		switch (id) {
diff --git a/apps/meteor/ee/app/livechat-enterprise/server/api/rooms.ts b/apps/meteor/ee/app/livechat-enterprise/server/api/rooms.ts
index e6c9311ee82d..57de254acf3c 100644
--- a/apps/meteor/ee/app/livechat-enterprise/server/api/rooms.ts
+++ b/apps/meteor/ee/app/livechat-enterprise/server/api/rooms.ts
@@ -15,10 +15,10 @@ API.v1.addRoute(
 		async post() {
 			const { roomId } = this.bodyParams;
 
-			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'lastMessage' | 'servedBy'>;
+			type Room = Pick<IOmnichannelRoom, '_id' | 't' | 'open' | 'onHold' | 'u' | 'lastMessage' | 'servedBy'>;
 
 			const room = await LivechatRooms.findOneById<Room>(roomId, {
-				projection: { _id: 1, t: 1, open: 1, onHold: 1, lastMessage: 1, servedBy: 1 },
+				projection: { _id: 1, t: 1, open: 1, onHold: 1, u: 1, lastMessage: 1, servedBy: 1 },
 			});
 			if (!room) {
 				throw new Error('error-invalid-room');
diff --git a/apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts b/apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts
index 7c7b0e4261a8..b5ccdeae7700 100644
--- a/apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts
+++ b/apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts
@@ -8,8 +8,8 @@ import { LivechatRooms, Subscriptions, LivechatInquiry } from '@rocket.chat/mode
 import { dispatchAgentDelegated } from '../../../../../app/livechat/server/lib/Helper';
 import { queueInquiry } from '../../../../../app/livechat/server/lib/QueueManager';
 import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
+import { settings } from '../../../../../app/settings/server';
 import { callbacks } from '../../../../../lib/callbacks';
-import { settings } from '../../../settings/server';
 
 export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelEEService {
 	protected name = 'omnichannel-ee';
@@ -33,11 +33,8 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		const { _id: roomId } = room;
 		const restrictedOnHold = settings.get('Livechat_allow_manual_on_hold_upon_agent_engagement_only');
 		const canRoomBePlacedOnHold = !room.onHold;
-		const canAgentPlaceOnHold = !room.lastMessage.token;
+		const canAgentPlaceOnHold = !room.lastMessage?.token;
 		const canPlaceChatOnHold = canRoomBePlacedOnHold && (!restrictedOnHold || canAgentPlaceOnHold);
-		if (!canPlaceChatOnHold) {
-			throw new Error('error-contact-sent-last-message-so-cannot-place-on-hold');
-		}
 
 		if (!room || !isOmnichannelRoom(room)) {
 			throw new Error('error-invalid-room');
@@ -48,7 +45,9 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		if (room.onHold) {
 			throw new Error('error-room-is-already-on-hold');
 		}
-
+		if (!canPlaceChatOnHold) {
+			throw new Error('error-contact-sent-last-message-so-cannot-place-on-hold');
+		}
 		if (!room.servedBy) {
 			throw new Error('error-unserved-rooms-cannot-be-placed-onhold');
 		}
@@ -60,8 +59,6 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		]);
 
 		await callbacks.run('livechat:afterOnHold', room);
-
-		this.logger.debug(`Room ${room._id} set on hold successfully`);
 	}
 
 	async resumeRoomOnHold(
@@ -111,8 +108,6 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		]);
 
 		await callbacks.run('livechat:afterOnHoldChatResumed', room);
-
-		this.logger.debug(`Room ${room._id} resumed successfully`);
 	}
 
 	private async attemptToAssignRoomToServingAgentElseQueueIt({
@@ -140,7 +135,7 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 
 			return;
 		} catch (e) {
-			this.logger.debug(`Agent ${servingAgent._id} is not available to take the inquiry ${inquiry._id}`, e);
+			this.logger.error(`Agent ${servingAgent._id} is not available to take the inquiry ${inquiry._id}`, e);
 			if (clientAction) {
 				// if the action was triggered by the client, we should throw the error
 				// so the client can handle it and show the error message to the user
@@ -148,20 +143,15 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 			}
 		}
 
-		this.logger.debug(`Attempting to queue inquiry ${inquiry._id}`);
-
 		await this.removeCurrentAgentFromRoom({ room, inquiry });
 
 		const { _id: inquiryId } = inquiry;
 		const newInquiry = await LivechatInquiry.findOneById(inquiryId);
 
 		if (!newInquiry) {
-			this.logger.error(`No inquiry found for id ${inquiryId}`);
 			throw new Error('error-invalid-inquiry');
 		}
 		await queueInquiry(newInquiry);
-
-		this.logger.debug('Room queued successfully');
 	}
 
 	private async removeCurrentAgentFromRoom({
@@ -184,7 +174,5 @@ export class OmnichannelEE extends ServiceClassInternal implements IOmnichannelE
 		]);
 
 		await dispatchAgentDelegated(roomId);
-
-		this.logger.debug(`Current agent removed from room ${room._id} successfully`);
 	}
 }