feat: Automate omnichannel verification process (#30368)

apps/meteor/app/livechat/lib/messageTypes.ts

@@ -58,11 +58,20 @@ MessageTypes.registerType({
 					to: message?.transferData?.transferredTo?.name || message?.transferData?.transferredTo?.username || '',
 					duration: comment,
 				}),
+			autoTransferVerifiedChatsToAgent: (): string =>
+				t(`Livechat_transfer_to_agent_auto_transfer_verified_chat`, {
+					from,
+					to: message?.transferData?.transferredTo?.name || message?.transferData?.transferredTo?.username || '',
+				}),
 			autoTransferUnansweredChatsToQueue: (): string =>
 				t(`Livechat_transfer_return_to_the_queue_auto_transfer_unanswered_chat`, {
 					from,
 					duration: comment,
 				}),
+			autoTransferVerifiedChatsToQueue: (): string =>
+				t(`Livechat_transfer_return_to_the_queue_auto_transfer_verified_chat`, {
+					from,
+				}),
 		};
 		return {
 			transfer: transferTypes[message.transferData.scope](),

apps/meteor/app/livechat/server/hooks/automateVerificationProcess.tsx

@@ -0,0 +1,29 @@
+import { OmnichannelVerification } from '@rocket.chat/core-services';
+import { RoomVerificationState, isOmnichannelRoom } from '@rocket.chat/core-typings';
+
+import { callbacks } from '../../../../lib/callbacks';
+import { settings } from '../../../settings/server';
+
+callbacks.add(
+	'afterSaveMessage',
+	async (message, room) => {
+		if (!(isOmnichannelRoom(room) && room.v.token)) {
+			return message;
+		}
+		if (message.t) {
+			return message;
+		}
+		if (!message.token) {
+			return message;
+		}
+		if (
+			room.verificationStatus === RoomVerificationState.unVerified &&
+			settings.get('Livechat_automate_verification_process') &&
+			settings.get('Livechat_verificaion_bot_assign') === room.servedBy?.username
+		) {
+			await OmnichannelVerification.initiateVerificationProcess(room._id);
+		}
+	},
+	callbacks.priority.LOW,
+	'automate-verification-process',
+);

apps/meteor/app/livechat/server/hooks/verificationCheck.ts

@@ -6,6 +6,7 @@ import { LivechatRooms, Users } from '@rocket.chat/models';
 import { callbacks } from '../../../../lib/callbacks';
 import { i18n } from '../../../../server/lib/i18n';
 import { sendMessage } from '../../../lib/server/functions/sendMessage';
+import { settings } from '../../../settings/server';
 
 callbacks.add(
 	'afterSaveMessage',
@@ -25,7 +26,11 @@ callbacks.add(
 				break;
 			}
 			case RoomVerificationState.isListeningToOTP: {
-				const bot = await Users.findOneById('rocket.cat');
+				const agent = settings.get('Livechat_verificaion_bot_assign') || 'rocket.cat';
+				const bot =
+					room?.servedBy?.username === agent
+						? await Users.findOneByUsername(settings.get('Livechat_verificaion_bot_assign'))
+						: await Users.findOneById('rocket.cat');
 				if (message.msg === 'Resend OTP') {
 					if (room.source.type === 'widget') {
 						const wrongOtpInstructionsMessage = {
@@ -51,6 +56,12 @@ callbacks.add(
 					groupable: false,
 				};
 				await sendMessage(bot, completionMessage, room);
+				if (
+					settings.get('Livechat_automate_verification_process') &&
+					room.servedBy?.username === settings.get('Livechat_verificaion_bot_assign')
+				) {
+					await OmnichannelVerification.transferChatAfterVerificationProcess(room._id);
+				}
 				break;
 			}
 		}

apps/meteor/app/livechat/server/index.ts

@@ -10,6 +10,7 @@ import './hooks/saveAnalyticsData';
 import './hooks/sendToCRM';
 import './hooks/processRoomAbandonment';
 import './hooks/saveLastVisitorMessageTs';
+import './hooks/automateVerificationProcess';
 import './hooks/markRoomNotResponded';
 import './hooks/sendEmailTranscriptOnClose';
 import './hooks/saveContactLastChat';

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

@@ -401,7 +401,10 @@ export const dispatchInquiryQueued = async (inquiry: ILivechatInquiryRecord, age
 	}
 };
 
-export const forwardRoomToAgent = async (room: IOmnichannelRoom, transferData: TransferData) => {
+export const forwardRoomToAgent = async (
+	room: Pick<IOmnichannelRoom, '_id' | 'v' | 'servedBy' | 'open' | 'departmentId'>,
+	transferData: TransferData,
+) => {
 	if (!room?.open) {
 		return false;
 	}

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

@@ -85,6 +85,13 @@ settings.watch<boolean>('Omnichannel_contact_manager_routing', (value) => {
 callbacks.add(
 	'livechat.checkDefaultAgentOnNewRoom',
 	async (defaultAgent, defaultGuest) => {
+		if (settings.get('Livechat_automate_verification_process')) {
+			const bot = await Users.findOneByUsername(settings.get('Livechat_verificaion_bot_assign'));
+			const agentId = bot?._id;
+			const username = bot?.username || 'rocket.cat';
+			const agent = { agentId, username };
+			return agent;
+		}
 		if (defaultAgent || !defaultGuest) {
 			return defaultAgent;
 		}

apps/meteor/ee/app/livechat-enterprise/server/lib/AutoTransferChatScheduler.ts

@@ -79,7 +79,7 @@ class AutoTransferChatSchedulerClass {
 			departmentId: 1,
 		});
 		if (!room?.open || !room?.servedBy?._id) {
-			throw new Error('Room is not open or is not being served by an agent');
+			throw new Error('error-room-not-opened-or-serviced');
 		}
 
 		const {

apps/meteor/packages/rocketchat-i18n/i18n/en.i18n.json

@@ -1854,6 +1854,7 @@
   "Enable_two-factor_authentication": "Enable two-factor authentication via TOTP",
   "Enable_two-factor_authentication_email": "Enable two-factor authentication via Email",
   "Enable_unlimited_apps": "Enable unlimited apps",
+  "Enable_verification_process_before_routing_to_agent":"Enable verification process before routing to agent",
   "Enabled": "Enabled",
   "Encrypted": "Encrypted",
   "Encrypted_channel_Description": "End to end encrypted channel. Search will not work with encrypted channels and notifications may not show the messages content.",
@@ -2058,6 +2059,7 @@
   "error-room-onHold": "Error! Room is On Hold",
   "error-room-is-already-on-hold": "Error! Room is already On Hold",
   "error-room-not-on-hold": "Error! Room is not On Hold",
+  "error-room-not-opened-or-serviced": "Error! Room is not open or is not being served by an agent",
   "error-selected-agent-room-agent-are-same": "The selected agent and the room agent are the same",
   "error-starring-message": "Message could not be stared",
   "error-tags-must-be-assigned-before-closing-chat": "Tag(s) must be assigned before closing the chat",
@@ -3099,9 +3101,11 @@
   "Livechat_transfer_return_to_the_queue": "{{from}} returned the chat to the queue",
   "Livechat_transfer_return_to_the_queue_with_a_comment": "{{from}} returned the chat to the queue with a comment: {{comment}}",
   "Livechat_transfer_return_to_the_queue_auto_transfer_unanswered_chat": "{{from}} returned the chat to the queue since it was unanswered for {{duration}} seconds",
+  "Livechat_transfer_return_to_the_queue_auto_transfer_verified_chat":"{{from}} returned the chat to the queue since it is verified",
   "Livechat_transfer_to_agent": "{{from}} transferred the chat to {{to}}",
   "Livechat_transfer_to_agent_with_a_comment": "{{from}} transferred the chat to {{to}} with a comment: {{comment}}",
   "Livechat_transfer_to_agent_auto_transfer_unanswered_chat": "{{from}} transferred the chat to {{to}} since it was unanswered for {{duration}} seconds",
+  "Livechat_transfer_to_agent_auto_transfer_verified_chat":"{{from}} transferred the chat to {{to}} since it is verfied now",
   "Livechat_transfer_to_department": "{{from}} transferred the chat to the department {{to}}",
   "Livechat_transfer_to_department_with_a_comment": "{{from}} transferred the chat to the department {{to}}  with a comment: {{comment}}",
   "Livechat_transfer_failed_fallback": "The original department ( {{from}} ) doesn't have online agents. Chat succesfully transferred to {{to}}",
@@ -5408,6 +5412,7 @@
   "Value_messages": "{{value}} messages",
   "Value_users": "{{value}} users",
   "Verification": "Verification",
+  "Verification_Bot":"Enter the username for assigning the verification bot.",
   "Verification_Description": "You may use the following placeholders:  \n - `[Verification_Url]` for the verification URL.  \n - `[name]`, `[fname]`, `[lname]` for the user's full name, first name or last name, respectively.  \n - `[email]` for the user's email.  \n - `[Site_Name]` and `[Site_URL]` for the Application Name and URL respectively. ",
   "Verification_Email": "Click <a href=\"[Verification_Url]\">here</a> to verify your email address.",
   "Verification_email_body": "Please, click on the button below to confirm your email address.",

apps/meteor/server/services/omnichannel-verification/service.ts

@@ -1,6 +1,6 @@
 import type { IOmnichannelVerification, ISetVisitorEmailResult } from '@rocket.chat/core-services';
 import { ServiceClassInternal } from '@rocket.chat/core-services';
-import type { IRoom, IMessage, IOmnichannelGenericRoom, IOmnichannelRoom } from '@rocket.chat/core-typings';
+import type { IRoom, IMessage, IOmnichannelGenericRoom, IOmnichannelRoom, IUser } from '@rocket.chat/core-typings';
 import { RoomVerificationState } from '@rocket.chat/core-typings';
 import { Logger } from '@rocket.chat/logger';
 import { LivechatVisitors, LivechatRooms, Users } from '@rocket.chat/models';
@@ -13,7 +13,10 @@ import { check } from 'meteor/check';
 import { checkEmailAvailability } from '../../../app/lib/server/functions/checkEmailAvailability';
 import { sendMessage } from '../../../app/lib/server/functions/sendMessage';
 import { validateEmailDomain } from '../../../app/lib/server/lib';
+import { Livechat } from '../../../app/livechat/server';
+import { forwardRoomToAgent } from '../../../app/livechat/server/lib/Helper';
 import { Livechat as LivechatTyped } from '../../../app/livechat/server/lib/LivechatTyped';
+import { RoutingManager } from '../../../app/livechat/server/lib/RoutingManager';
 import * as Mailer from '../../../app/mailer/server/api';
 import { settings } from '../../../app/settings/server';
 import { i18n } from '../../lib/i18n';
@@ -24,7 +27,7 @@ interface IRandomOTP {
 	expire: Date;
 }
 
-const bot = await Users.findOneById('rocket.cat');
+let bot: IUser | null;
 export class OmnichannelVerification extends ServiceClassInternal implements IOmnichannelVerification {
 	protected name = 'omnichannel-verification';
 
@@ -219,6 +222,11 @@ export class OmnichannelVerification extends ServiceClassInternal implements IOm
 		try {
 			check(rid, String);
 			const room = await LivechatRooms.findOneById(rid);
+			const agent = settings.get('Livechat_verificaion_bot_assign') || 'rocket.cat';
+			bot =
+				room?.servedBy?.username === agent
+					? await Users.findOneByUsername(settings.get('Livechat_verificaion_bot_assign'))
+					: await Users.findOneById('rocket.cat');
 			if (room?.verificationStatus !== 'unVerified') {
 				return;
 			}
@@ -314,4 +322,60 @@ export class OmnichannelVerification extends ServiceClassInternal implements IOm
 			return { success: false, error: error as Error };
 		}
 	}
+
+	async transferChatAfterVerificationProcess(roomId: IRoom['_id']): Promise<void> {
+		try {
+			const room = await LivechatRooms.findOneById<Pick<IOmnichannelRoom, '_id' | 'v' | 'servedBy' | 'open' | 'departmentId'>>(roomId, {
+				projection: {
+					_id: 1,
+					v: 1,
+					servedBy: 1,
+					open: 1,
+					departmentId: 1,
+				},
+			});
+			if (!room?.open || !room?.servedBy?._id) {
+				throw new Error('error-room-not-opened-or-serviced');
+			}
+			const {
+				departmentId,
+				servedBy: { _id: ignoreAgentId },
+			} = room;
+
+			if (!RoutingManager.getConfig()?.autoAssignAgent) {
+				this.logger.debug(`Auto-assign agent is disabled, returning room ${roomId} as inquiry`);
+
+				await Livechat.returnRoomAsInquiry(room._id, departmentId, {
+					scope: 'autoTransferVerifiedChatsToQueue',
+					transferredBy: bot,
+				});
+				return;
+			}
+
+			const agent = await RoutingManager.getNextAgent(departmentId, ignoreAgentId);
+			if (!agent) {
+				await Livechat.returnRoomAsInquiry(room._id, departmentId, {
+					scope: 'autoTransferVerifiedChatsToQueue',
+					transferredBy: bot,
+				});
+				this.logger.error(`No agent found to transfer room ${room._id}`);
+				return;
+			}
+			const transferredBy = bot;
+
+			if (!transferredBy) {
+				this.logger.error(`Error while transferring room ${room._id}: user not found`);
+				return;
+			}
+
+			await forwardRoomToAgent(room, {
+				userId: agent?.agentId,
+				transferredBy,
+				transferredTo: agent,
+				scope: 'autoTransferVerifiedChatsToAgent',
+			});
+		} catch (error) {
+			this.logger.error(`Error while transferring room`);
+		}
+	}
 }

apps/meteor/server/settings/omnichannel.ts

@@ -229,6 +229,22 @@ export const createOmniSettings = () =>
 			enableQuery: omnichannelEnabledQuery,
 		});
 
+		await this.add('Livechat_automate_verification_process', true, {
+			type: 'boolean',
+			group: 'Omnichannel',
+			public: true,
+			i18nLabel: 'Enable_verification_process_before_routing_to_agent',
+			enableQuery: omnichannelEnabledQuery,
+		});
+
+		await this.add('Livechat_verificaion_bot_assign', '', {
+			type: 'string',
+			group: 'Omnichannel',
+			public: true,
+			i18nLabel: 'Verification_Bot',
+			enableQuery: [{ _id: 'Livechat_automate_verification_process', value: true }, omnichannelEnabledQuery],
+		});
+
 		await this.add('Livechat_webhookUrl', '', {
 			type: 'string',
 			group: 'Omnichannel',

packages/core-services/src/types/IOmnichannelVerification.ts

@@ -12,4 +12,5 @@ export interface IOmnichannelVerification extends IServiceClass {
 	setVisitorEmail(room: IOmnichannelRoom, email: string): Promise<ISetVisitorEmailResult>;
 	sendVerificationCodeToVisitor(visitorId: string, room: IOmnichannelGenericRoom): Promise<void>;
 	createLivechatMessage(room: IOmnichannelRoom, text: string): Promise<IMessage['_id']>;
+	transferChatAfterVerificationProcess(roomId: IRoom['_id']): Promise<void>;
 }

packages/core-typings/src/omnichannel/routing.ts

@@ -36,7 +36,14 @@ export type TransferData = {
 		name?: string;
 	};
 	clientAction?: boolean;
-	scope: 'agent' | 'department' | 'queue' | 'autoTransferUnansweredChatsToAgent' | 'autoTransferUnansweredChatsToQueue';
+	scope:
+		| 'agent'
+		| 'department'
+		| 'queue'
+		| 'autoTransferUnansweredChatsToAgent'
+		| 'autoTransferUnansweredChatsToQueue'
+		| 'autoTransferVerifiedChatsToQueue'
+		| 'autoTransferVerifiedChatsToAgent';
 	comment?: string;
 };
 

packages/livechat/src/helpers/normalizeTransferHistoryMessage.ts

@@ -38,6 +38,8 @@ export const normalizeTransferHistoryMessage = (
 		},
 		autoTransferUnansweredChatsToAgent: () => t('the_chat_was_transferred_to_another_agent_due_to_unanswered', { duration: comment }),
 		autoTransferUnansweredChatsToQueue: () => t('the_chat_was_moved_back_to_queue_due_to_unanswered', { duration: comment }),
+		autoTransferVerifiedChatsToAgent: () => t('the_chat_was_transferred_to_another_agent'),
+		autoTransferVerifiedChatsToQueue: () => t('from_returned_the_chat_to_the_queue', { from }),
 	};
 
 	return transferTypes[scope]();

packages/livechat/src/i18n/en.json

@@ -54,6 +54,7 @@
         "leave_a_message": "Leave a message",
         "livechat_connected": "Livechat connected.",
         "livechat_is_not_connected": "Livechat is not connected.",
+        "Livechat_transfer_to_agent_auto_transfer_verified_chat":"{{from}} transferred the chat to {{to}} since it is verfied now",
         "media_types_not_accepted": "Media Types Not Accepted.",
         "message": "Message",
         "messages": "Messages",