feat: Omnichannel MAC limitations (#30463)

.changeset/seven-emus-pay.md

@@ -0,0 +1,10 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/core-services": patch
+"@rocket.chat/core-typings": patch
+"@rocket.chat/rest-typings": patch
+"@rocket.chat/ddp-client": patch
+---
+
+feat: Improve UI when MAC limits are reached
+feat: Limit endpoints on MAC limit reached

apps/meteor/app/lib/server/methods/sendMessage.ts

@@ -82,7 +82,7 @@ export async function executeSendMessage(uid: IUser['_id'], message: AtLeast<IMe
 		const room = await canSendMessageAsync(rid, { uid, username: user.username, type: user.type });
 
 		metrics.messagesSent.inc(); // TODO This line needs to be moved to it's proper place. See the comments on: https://github.com/RocketChat/Rocket.Chat/pull/5736
-		return sendMessage(user, message, room, false, previewUrls);
+		return await sendMessage(user, message, room, false, previewUrls);
 	} catch (err: any) {
 		SystemLogger.error({ msg: 'Error sending message:', err });
 
@@ -107,7 +107,7 @@ declare module '@rocket.chat/ui-contexts' {
 }
 
 Meteor.methods<ServerMethods>({
-	sendMessage(message, previewUrls) {
+	async sendMessage(message, previewUrls) {
 		check(message, Object);
 
 		const uid = Meteor.userId();
@@ -118,7 +118,7 @@ Meteor.methods<ServerMethods>({
 		}
 
 		try {
-			return executeSendMessage(uid, message, previewUrls);
+			return await executeSendMessage(uid, message, previewUrls);
 		} catch (error: any) {
 			if ((error.error || error.message) === 'error-not-allowed') {
 				throw new Meteor.Error(error.error || error.message, error.reason, {

apps/meteor/app/livechat/server/api/v1/room.ts

@@ -1,3 +1,4 @@
+import { Omnichannel } from '@rocket.chat/core-services';
 import type { ILivechatAgent, IOmnichannelRoom, IUser, SelectedAgent, TransferByData } from '@rocket.chat/core-typings';
 import { isOmnichannelRoom, OmnichannelSourceType } from '@rocket.chat/core-typings';
 import { LivechatVisitors, Users, LivechatRooms, Subscriptions, Messages } from '@rocket.chat/models';
@@ -326,6 +327,10 @@ API.v1.addRoute(
 				throw new Error('This_conversation_is_already_closed');
 			}
 
+			if (!(await Omnichannel.isWithinMACLimit(room))) {
+				throw new Error('error-mac-limit-reached');
+			}
+
 			const guest = await LivechatVisitors.findOneEnabledById(room.v?._id);
 			if (!guest) {
 				throw new Error('error-invalid-visitor');
@@ -412,6 +417,10 @@ API.v1.addRoute(
 				throw new Error('error-invalid-room');
 			}
 
+			if (!(await Omnichannel.isWithinMACLimit(room))) {
+				throw new Error('error-mac-limit-reached');
+			}
+
 			if (!(await canAccessRoomAsync(room, user))) {
 				throw new Error('error-not-allowed');
 			}

apps/meteor/app/livechat/server/api/v1/transcript.ts

@@ -1,3 +1,4 @@
+import { Omnichannel } from '@rocket.chat/core-services';
 import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
 import { LivechatRooms, Users } from '@rocket.chat/models';
 import { isPOSTLivechatTranscriptParams, isPOSTLivechatTranscriptRequestParams } from '@rocket.chat/rest-typings';
@@ -34,8 +35,8 @@ API.v1.addRoute(
 	{
 		async delete() {
 			const { rid } = this.urlParams;
-			const room = await LivechatRooms.findOneById<Pick<IOmnichannelRoom, 'open' | 'transcriptRequest'>>(rid, {
-				projection: { open: 1, transcriptRequest: 1 },
+			const room = await LivechatRooms.findOneById<Pick<IOmnichannelRoom, 'open' | 'transcriptRequest' | 'v'>>(rid, {
+				projection: { open: 1, transcriptRequest: 1, v: 1 },
 			});
 
 			if (!room?.open) {
@@ -45,6 +46,10 @@ API.v1.addRoute(
 				throw new Error('error-transcript-not-requested');
 			}
 
+			if (!(await Omnichannel.isWithinMACLimit(room))) {
+				throw new Error('error-mac-limit-reached');
+			}
+
 			await LivechatRooms.unsetEmailTranscriptRequestedByRoomId(rid);
 
 			return API.v1.success();

apps/meteor/app/livechat/server/api/v1/videoCall.ts

@@ -1,4 +1,5 @@
-import { Message } from '@rocket.chat/core-services';
+import { Message, Omnichannel } from '@rocket.chat/core-services';
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
 import { Messages, Settings, Rooms } from '@rocket.chat/models';
 import { isGETWebRTCCall, isPUTWebRTCCallId } from '@rocket.chat/rest-typings';
 
@@ -27,6 +28,10 @@ API.v1.addRoute(
 				throw new Error('invalid-room');
 			}
 
+			if (!(await Omnichannel.isWithinMACLimit(room as IOmnichannelRoom))) {
+				throw new Error('error-mac-limit-reached');
+			}
+
 			const webrtcCallingAllowed = rcSettings.get('WebRTC_Enabled') === true && rcSettings.get('Omnichannel_call_provider') === 'WebRTC';
 			if (!webrtcCallingAllowed) {
 				throw new Error('webRTC calling not enabled');
@@ -79,6 +84,10 @@ API.v1.addRoute(
 				throw new Error('invalid-room');
 			}
 
+			if (!(await Omnichannel.isWithinMACLimit(room as IOmnichannelRoom))) {
+				throw new Error('error-mac-limit-reached');
+			}
+
 			const call = await Messages.findOneById(callId);
 			if (!call || call.t !== 'livechat_webrtc_video_call') {
 				throw new Error('invalid-callId');

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

@@ -0,0 +1,30 @@
+import { Omnichannel } from '@rocket.chat/core-services';
+import type { IOmnichannelRoom } from '@rocket.chat/core-typings';
+import { isEditedMessage } from '@rocket.chat/core-typings';
+
+import { callbacks } from '../../../../lib/callbacks';
+
+callbacks.add('beforeSaveMessage', async (message, room) => {
+	if (!room || room.t !== 'l') {
+		return message;
+	}
+
+	if (isEditedMessage(message)) {
+		return message;
+	}
+
+	if (message.token) {
+		return message;
+	}
+
+	if (message.t) {
+		return message;
+	}
+
+	const canSendMessage = await Omnichannel.isWithinMACLimit(room as IOmnichannelRoom);
+	if (!canSendMessage) {
+		throw new Error('error-mac-limit-reached');
+	}
+
+	return message;
+});

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

@@ -16,6 +16,7 @@ import './hooks/saveContactLastChat';
 import './hooks/saveLastMessageToInquiry';
 import './hooks/afterUserActions';
 import './hooks/afterAgentRemoved';
+import './hooks/checkMAC';
 import './methods/addAgent';
 import './methods/addManager';
 import './methods/changeLivechatStatus';

apps/meteor/app/livechat/server/lib/Livechat.js

@@ -1,6 +1,6 @@
 // Note: Please don't add any new methods to this file, since its still in js and we are migrating to ts
 // Please add new methods to LivechatTyped.ts
-import { Message } from '@rocket.chat/core-services';
+import { Message, Omnichannel } from '@rocket.chat/core-services';
 import { Logger } from '@rocket.chat/logger';
 import {
 	LivechatVisitors,
@@ -411,6 +411,10 @@ export const Livechat = {
 			throw new Meteor.Error('error-transcript-already-requested', 'Transcript already requested');
 		}
 
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Error('error-mac-limit-reached');
+		}
+
 		const { _id, username, name, utcOffset } = user;
 		const transcriptRequest = {
 			requestedAt: new Date(),

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

@@ -1,7 +1,7 @@
 import dns from 'dns';
 import * as util from 'util';
 
-import { Message, VideoConf, api } from '@rocket.chat/core-services';
+import { Message, VideoConf, api, Omnichannel } from '@rocket.chat/core-services';
 import type {
 	IOmnichannelRoom,
 	IOmnichannelRoomClosingInfo,
@@ -521,6 +521,10 @@ class LivechatClass {
 			throw new Error('error-invalid-room');
 		}
 
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Error('error-mac-limit-reached');
+		}
+
 		const showAgentInfo = settings.get<string>('Livechat_show_agent_info');
 		const closingMessage = await Messages.findLivechatClosingMessage(rid, { projection: { ts: 1 } });
 		const ignoredMessageTypes: MessageTypesValues[] = [

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

@@ -1,3 +1,4 @@
+import { Omnichannel } from '@rocket.chat/core-services';
 import type { ILivechatInquiryRecord, ILivechatVisitor, IMessage, IOmnichannelRoom, SelectedAgent } from '@rocket.chat/core-typings';
 import { Logger } from '@rocket.chat/logger';
 import { LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
@@ -20,6 +21,14 @@ export const queueInquiry = async (inquiry: ILivechatInquiryRecord, defaultAgent
 	logger.debug(`Delegating inquiry with id ${inquiry._id} to agent ${defaultAgent?.username}`);
 
 	await callbacks.run('livechat.beforeRouteChat', inquiry, inquiryAgent);
+	const room = await LivechatRooms.findOneById(inquiry.rid, { projection: { v: 1 } });
+	if (!room || !(await Omnichannel.isWithinMACLimit(room))) {
+		logger.error({ msg: 'MAC limit reached, not routing inquiry', inquiry });
+		// We'll queue these inquiries so when new license is applied, they just start rolling again
+		// Minimizing disruption
+		await saveQueueInquiry(inquiry);
+		return;
+	}
 	const dbInquiry = await LivechatInquiry.findOneById(inquiry._id);
 
 	if (!dbInquiry) {

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

@@ -156,6 +156,11 @@ export const RoutingManager: Routing = {
 			await Promise.all([Message.saveSystemMessage('command', rid, 'connected', user), Message.saveSystemMessage('uj', rid, '', user)]);
 		}
 
+		if (!room) {
+			logger.debug(`Cannot assign agent to inquiry ${inquiry._id}: Room not found`);
+			throw new Meteor.Error('error-room-not-found', 'Room not found');
+		}
+
 		await dispatchAgentDelegated(rid, agent.agentId);
 		logger.debug(`Agent ${agent.agentId} assigned to inquriy ${inquiry._id}. Instances notified`);
 
@@ -173,6 +178,10 @@ export const RoutingManager: Routing = {
 			return false;
 		}
 
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Error('error-mac-limit-reached');
+		}
+
 		if (departmentId && departmentId !== department) {
 			logger.debug(`Switching department for inquiry ${inquiry._id} [Current: ${department} | Next: ${departmentId}]`);
 			await updateChatDepartment({
@@ -260,6 +269,11 @@ export const RoutingManager: Routing = {
 	},
 
 	async transferRoom(room, guest, transferData) {
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Error('error-mac-limit-reached');
+		}
+
+		logger.debug(`Transfering room ${room._id} by ${transferData.transferredBy._id}`);
 		if (transferData.departmentId) {
 			logger.debug(`Transfering room ${room._id} to department ${transferData.departmentId}`);
 			return forwardRoomToDepartment(room, guest, transferData);

apps/meteor/app/livechat/server/methods/returnAsInquiry.ts

@@ -1,3 +1,4 @@
+import { Omnichannel } from '@rocket.chat/core-services';
 import type { ILivechatDepartment, IRoom } from '@rocket.chat/core-typings';
 import { LivechatRooms } from '@rocket.chat/models';
 import type { ServerMethods } from '@rocket.chat/ui-contexts';
@@ -29,6 +30,10 @@ Meteor.methods<ServerMethods>({
 			});
 		}
 
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Meteor.Error('error-mac-limit-reached', 'MAC limit reached', { method: 'livechat:returnAsInquiry' });
+		}
+
 		if (!room.open) {
 			throw new Meteor.Error('room-closed', 'Room closed', { method: 'livechat:returnAsInquiry' });
 		}

apps/meteor/app/livechat/server/methods/takeInquiry.ts

@@ -1,4 +1,5 @@
-import { LivechatInquiry, Users } from '@rocket.chat/models';
+import { Omnichannel } from '@rocket.chat/core-services';
+import { LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
 import type { ServerMethods } from '@rocket.chat/ui-contexts';
 import { Meteor } from 'meteor/meteor';
 
@@ -48,6 +49,11 @@ export const takeInquiry = async (
 		});
 	}
 
+	const room = await LivechatRooms.findOneById(inquiry.rid);
+	if (!room || !(await Omnichannel.isWithinMACLimit(room))) {
+		throw new Error('error-mac-limit-reached');
+	}
+
 	const agent = {
 		agentId: user._id,
 		username: user.username,

apps/meteor/app/livechat/server/methods/transfer.ts

@@ -1,3 +1,4 @@
+import { Omnichannel } from '@rocket.chat/core-services';
 import type { IUser } from '@rocket.chat/core-typings';
 import { LivechatVisitors, LivechatRooms, Subscriptions, Users } from '@rocket.chat/models';
 import type { ServerMethods } from '@rocket.chat/ui-contexts';
@@ -49,6 +50,10 @@ Meteor.methods<ServerMethods>({
 			throw new Meteor.Error('room-closed', 'Room closed', { method: 'livechat:transfer' });
 		}
 
+		if (!(await Omnichannel.isWithinMACLimit(room))) {
+			throw new Meteor.Error('error-mac-limit-reached', 'MAC limit reached', { method: 'livechat:transfer' });
+		}
+
 		const subscription = await Subscriptions.findOneByRoomIdAndUserId(room._id, uid, {
 			projection: { _id: 1 },
 		});

apps/meteor/client/contexts/OmnichannelContext.ts

@@ -8,6 +8,7 @@ export type OmnichannelContextValue = {
 	agentAvailable: boolean;
 	routeConfig?: OmichannelRoutingConfig;
 	showOmnichannelQueueLink: boolean;
+	isOverMacLimit: boolean;
 	livechatPriorities: {
 		data: Serialized<ILivechatPriority>[];
 		isLoading: boolean;
@@ -22,6 +23,7 @@ export const OmnichannelContext = createContext<OmnichannelContextValue>({
 	isEnterprise: false,
 	agentAvailable: false,
 	showOmnichannelQueueLink: false,
+	isOverMacLimit: false,
 	livechatPriorities: {
 		data: [],
 		isLoading: false,

apps/meteor/client/hooks/omnichannel/useIsOverMacLimit.tsx

@@ -0,0 +1,6 @@
+import { useOmnichannel } from './useOmnichannel';
+
+export const useIsOverMacLimit = (): boolean => {
+	const { isOverMacLimit } = useOmnichannel();
+	return isOverMacLimit;
+};

apps/meteor/client/hooks/omnichannel/useIsRoomOverMacLimit.tsx

@@ -0,0 +1,23 @@
+import type { IRoom } from '@rocket.chat/core-typings';
+import { isOmnichannelRoom, type IOmnichannelGenericRoom, isVoipRoom } from '@rocket.chat/core-typings';
+
+import { useIsOverMacLimit } from './useIsOverMacLimit';
+
+const getPeriod = (date: Date) => `${date.getFullYear()}-${String(date.getMonth() + 1).padStart(2, '0')}`;
+
+export const useIsRoomOverMacLimit = (room: IRoom) => {
+	const isOverMacLimit = useIsOverMacLimit();
+
+	if (!isOmnichannelRoom(room) && !isVoipRoom(room)) {
+		return false;
+	}
+
+	if (!room.open) {
+		return false;
+	}
+
+	const { v: { activity = [] } = {} } = room as IOmnichannelGenericRoom;
+
+	const currentPeriod = getPeriod(new Date());
+	return isOverMacLimit && !activity.includes(currentPeriod);
+};