chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent #30527

cabaceira · 2023-09-29T14:23:41Z

Currently, the behaviour of our Rocket.Chat Omnichannel only allows to place On-Hold chats where the last message was sent by the Agent. Amerisave (and other customers) asked for the ability to place chats on hold at anytime, not only when the agent was the last one that has sent a message.

The reason for this behaviour is that our code actually enforces this condition (that the agent was the last one to have sent a message) to show the option to place the chat on-hold.

Proposed changes

The changes proposed on the current PR involve removing the condition (that the agent was the last one to have sent a message) from our code.

Issue(s)

The Jira issue that is related to this PR is CC-13

Steps to test or reproduce

Deploy Rocket.Chat with an enterprise license and enable omnichannel setting to allow placing chats onHold.
Create a new Chat (use the /livechat url) and add a user to start a conversation.
Verify that the Agent is only able to place the chat onHold when the last message was sent by him, otherwise the action button is not visible.

Further comments

Showing new settings and the interdependency between them.

video-new-settings-clean.mov

Showing both options working individually, depending on the settings.

video-settings-working.mov

CC-13
PROSVC-23

…n hold by the agent even when the last message was not sent by him

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CLAassistant · 2023-09-29T14:23:47Z

All committers have signed the CLA.

codecov · 2023-09-29T14:27:18Z

Codecov Report

Merging #30527 (31427d2) into develop (7342800) will decrease coverage by 1.80%.
The diff coverage is n/a.

@@             Coverage Diff             @@
##           develop   #30527      +/-   ##
===========================================
- Coverage    51.21%   49.42%   -1.80%     
===========================================
  Files          814      777      -37     
  Lines        15050    14835     -215     
  Branches      2732     2729       -3     
===========================================
- Hits          7708     7332     -376     
- Misses        6933     7094     +161     
  Partials       409      409

Flag	Coverage Δ
e2e	`46.36% <ø> (-2.12%)`	⬇️
unit	`64.50% <ø> (ø)`

Flags with carried forward coverage won't be shown. Click here to find out more.

…or or the new one, enabling Agents to place chats onHold at anytime

…he translations to show the description

KevLehman

Hey! If you can, on your editor install Prettier & Prettier-eslint (if on vscode) so you can automatically fix the lint errors that popped up :)

rodrigok

@cabaceira please fix the TS and Lint errors

apps/meteor/packages/rocketchat-i18n/i18n/pt-BR.i18n.json

apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx

MartinSchoeler

One last change needed, plz take a look at the linting error here https://github.com/RocketChat/Rocket.Chat/pull/30527/files#diff-a81e0c44bceca696d0def37fd4791b7bf1ac890c98f571dfd184dd2f4f6b126eR314

…refactored names of constants, reviewed lint

apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts

package.json

apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts

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

apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx

Dismissed

…ions

…tion

KevLehman

Let's go with a more generic error to cover both scenarios. Also, pls add this new error to the translation files so we get a nice string there :)

apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts

…eanup

apps/meteor/tests/end-to-end/api/livechat/18-rooms-ee.ts

…ead of creating new visitor

Stale, PR Changed a lot since last review

…tion

Updated useQuickActions.tsx to allow Omnichannel Chats to be placed o…

06b610c

…n hold by the agent even when the last message was not sent by him

cabaceira requested a review from a team as a code owner September 29, 2023 14:23

dionisio-bot bot added the stat: needs QA label Sep 29, 2023

renatobecker added the squad: omnichannel label Sep 29, 2023

renatobecker added this to the 6.5.0 milestone Sep 29, 2023

added new setting and logic as per CC-13, allowing the default behavi…

aff1d43

…or or the new one, enabling Agents to place chats onHold at anytime

cabaceira requested a review from a team as a code owner October 3, 2023 10:18

renatobecker added Feature: Request Requested Feature sponsored labels Oct 3, 2023

renatobecker marked this pull request as draft October 3, 2023 13:53

fixed minor identation issue, fixed the naming of the setting under t…

d090dbe

…he translations to show the description

cabaceira force-pushed the omnichannel/chats-onHold-action-consolidation branch from 5c468dc to d090dbe Compare October 3, 2023 14:21

renatobecker added the squad: Professional Services Professional Services label Oct 6, 2023

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apps/meteor/packages/rocketchat-i18n/i18n/pt-BR.i18n.json Outdated Show resolved Hide resolved

apps/meteor/client/views/room/Header/Omnichannel/QuickActions/hooks/useQuickActions.tsx Outdated Show resolved Hide resolved

cabaceira added 2 commits October 17, 2023 14:02

changed according to PR suggestions

e0901fa

adjusted lint warnings

2827a00

MartinSchoeler previously requested changes Oct 19, 2023

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added backend validation in services/omnichannel.internalService.ts, …

96cf998

…refactored names of constants, reviewed lint

cabaceira force-pushed the omnichannel/chats-onHold-action-consolidation branch from 49509fd to 96cf998 Compare October 23, 2023 17:56

KevLehman requested changes Oct 23, 2023

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validating Room object projections

284740d

cabaceira force-pushed the omnichannel/chats-onHold-action-consolidation branch from ed45988 to 284740d Compare October 24, 2023 12:39

cabaceira added 3 commits October 27, 2023 16:00

Fixing PR corrections per reviewers

a0965f2

updating typo on settings labels and conflicts resolution with dev

f8c1960

fixed conflict with useQuickActions.tsx

74110a1

cabaceira force-pushed the omnichannel/chats-onHold-action-consolidation branch from 88ac9c0 to 74110a1 Compare October 27, 2023 16:48

cabaceira added 2 commits October 30, 2023 18:11

language for settings reviewed, last revert of ts-ignore lint annotat…

0ad1c51

…ions

Merge branch 'develop' into omnichannel/chats-onHold-action-consolida…

496b25b

…tion

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apps/meteor/ee/app/livechat-enterprise/server/services/omnichannel.internalService.ts Outdated Show resolved Hide resolved

cabaceira added 2 commits October 30, 2023 22:28

included tests, more generic error to support all scenarios

6100af8

included tests, more generic error to support all scenarios , last cl…

241ab1d

…eanup

KevLehman requested changes Oct 30, 2023

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apps/meteor/tests/end-to-end/api/livechat/18-rooms-ee.ts Outdated Show resolved Hide resolved

apps/meteor/tests/end-to-end/api/livechat/18-rooms-ee.ts Outdated Show resolved Hide resolved

fixed tests, included visitor from startNewLivechatRoomAndTakeIt inst…

ebe1512

…ead of creating new visitor

KevLehman approved these changes Oct 31, 2023

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Harmeet221 added the stat: QA tested label Nov 1, 2023

dionisio-bot bot added stat: ready to merge PR tested and approved waiting for merge and removed stat: needs QA labels Nov 1, 2023

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Merge branch 'develop' into omnichannel/chats-onHold-action-consolida…

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…tion

dionisio-bot bot added stat: ready to merge PR tested and approved waiting for merge and removed stat: ready to merge PR tested and approved waiting for merge labels Nov 1, 2023

Merge branch 'develop' into omnichannel/chats-onHold-action-consolida…

475afa1

…tion

dionisio-bot bot added stat: ready to merge PR tested and approved waiting for merge and removed stat: ready to merge PR tested and approved waiting for merge labels Nov 1, 2023

Merge branch 'develop' into omnichannel/chats-onHold-action-consolida…

a4857b1

…tion

dionisio-bot bot added stat: ready to merge PR tested and approved waiting for merge and removed stat: ready to merge PR tested and approved waiting for merge labels Nov 1, 2023

Merge branch 'develop' into omnichannel/chats-onHold-action-consolida…

31427d2

…tion

dionisio-bot bot added stat: ready to merge PR tested and approved waiting for merge and removed stat: ready to merge PR tested and approved waiting for merge labels Nov 1, 2023

kodiakhq bot merged commit 542a6fe into develop Nov 1, 2023
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kodiakhq bot deleted the omnichannel/chats-onHold-action-consolidation branch November 1, 2023 19:55

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chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent #30527

chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent #30527

cabaceira commented Sep 29, 2023 •

edited by KevLehman

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chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent #30527

chore: allow Omnichannel Chats to be placed onHold even when the last message is not from the Agent #30527

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cabaceira commented Sep 29, 2023 • edited by KevLehman Loading

Proposed changes

Issue(s)

Steps to test or reproduce

Further comments

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cabaceira commented Sep 29, 2023 •

edited by KevLehman

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