feat: use Single contact Id settings in routing manager

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

@@ -543,3 +543,7 @@ export async function validateContactManager(contactManagerUserId: string) {
 export const verifyContactChannel = makeFunction(async (_params: VerifyContactChannelParams): Promise<ILivechatContact | null> => null);
 
 export const mergeContacts = makeFunction(async (_contactId: string, _visitorId: string): Promise<ILivechatContact | null> => null);
+
+export const shouldTriggerVerificationApp = makeFunction(
+	async (_contactId: ILivechatContact['_id'], _source: IOmnichannelSource): Promise<boolean> => false,
+);

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

@@ -45,7 +45,7 @@ import {
 	notifyOnSubscriptionChanged,
 } from '../../../lib/server/lib/notifyListener';
 import { settings } from '../../../settings/server';
-import { migrateVisitorIfMissingContact } from './Contacts';
+import { getContactIdByVisitorId, migrateVisitorIfMissingContact } from './Contacts';
 import { Livechat as LivechatTyped } from './LivechatTyped';
 import { queueInquiry, saveQueueInquiry } from './QueueManager';
 import { RoutingManager } from './RoutingManager';
@@ -195,6 +195,8 @@ export const createLivechatInquiry = async ({
 		visitor: { _id, username, department, status, activity },
 	});
 
+	const contactId = await getContactIdByVisitorId(_id);
+
 	const result = await LivechatInquiry.findOneAndUpdate(
 		{
 			rid,
@@ -209,6 +211,7 @@ export const createLivechatInquiry = async ({
 				token,
 				status,
 				...(activity?.length && { activity }),
+				contactId,
 			},
 			t: 'l',
 			priorityWeight: LivechatPriorityWeight.NOT_SPECIFIED,

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

@@ -10,7 +10,7 @@ import {
 	type OmnichannelSourceType,
 } from '@rocket.chat/core-typings';
 import { Logger } from '@rocket.chat/logger';
-import { LivechatDepartment, LivechatDepartmentAgents, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
+import { LivechatContacts, LivechatDepartment, LivechatDepartmentAgents, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
 import { Random } from '@rocket.chat/random';
 import { Match, check } from 'meteor/check';
 import { Meteor } from 'meteor/meteor';
@@ -25,6 +25,7 @@ import {
 } from '../../../lib/server/lib/notifyListener';
 import { settings } from '../../../settings/server';
 import { i18n } from '../../../utils/lib/i18n';
+import { shouldTriggerVerificationApp } from './Contacts';
 import { createLivechatRoom, createLivechatInquiry, allowAgentSkipQueue } from './Helper';
 import { Livechat } from './LivechatTyped';
 import { RoutingManager } from './RoutingManager';
@@ -179,6 +180,7 @@ export class QueueManager {
 				department: Match.Maybe(String),
 				name: Match.Maybe(String),
 				activity: Match.Maybe([String]),
+				contactId: Match.Maybe(String),
 			}),
 		);
 
@@ -255,7 +257,17 @@ export class QueueManager {
 			void notifyOnSettingChanged(livechatSetting);
 		}
 
-		const newRoom = (await this.queueInquiry(inquiry, room, defaultAgent)) ?? (await LivechatRooms.findOneById(rid));
+		let newRoom;
+		// Note: if the contact is not verified, we cannot add it to the queue, since no agent should be able to pick the conversation
+		//       up. So if the contact is not verified we don't add it to queue and wait an event to be sent to properly add it to queue
+		if (inquiry.v.contactId && (await shouldTriggerVerificationApp(inquiry.v.contactId, room.source))) {
+			newRoom = await LivechatRooms.findOneById(rid);
+			await LivechatContacts.updateContactChannel(inquiry.v._id, { verified: true });
+			// void Apps.self?.triggerEvent(AppEvents.IPostContactVerificationAppAssigned, inquiry.v, room);
+		} else {
+			newRoom = (await this.queueInquiry(inquiry, room, defaultAgent)) ?? (await LivechatRooms.findOneById(rid));
+		}
+
 		if (!newRoom) {
 			logger.error(`Room with id ${rid} not found`);
 			throw new Error('room-not-found');

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

@@ -107,6 +107,7 @@ export const RoutingManager: Routing = {
 	async delegateInquiry(inquiry, agent, options = {}, room) {
 		const { department, rid } = inquiry;
 		logger.debug(`Attempting to delegate inquiry ${inquiry._id}`);
+
 		if (!agent || (agent.username && !(await Users.findOneOnlineAgentByUserList(agent.username)) && !(await allowAgentSkipQueue(agent)))) {
 			logger.debug(`Agent offline or invalid. Using routing method to get next agent for inquiry ${inquiry._id}`);
 			agent = await this.getNextAgent(department);

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

@@ -5,6 +5,7 @@ import { Meteor } from 'meteor/meteor';
 
 import { hasPermissionAsync } from '../../../authorization/server/functions/hasPermission';
 import { settings } from '../../../settings/server';
+import { shouldTriggerVerificationApp, migrateVisitorIfMissingContact } from '../lib/Contacts';
 import { RoutingManager } from '../lib/RoutingManager';
 
 declare module '@rocket.chat/ddp-client' {
@@ -54,6 +55,11 @@ export const takeInquiry = async (
 		throw new Error('error-mac-limit-reached');
 	}
 
+	const contactId = await migrateVisitorIfMissingContact(inquiry.v._id, room.source);
+	if (contactId && (await shouldTriggerVerificationApp(contactId, room.source))) {
+		throw new Error('error-unverified-contact');
+	}
+
 	const agent = {
 		agentId: user._id,
 		username: user.username,

apps/meteor/ee/server/patches/index.ts

@@ -3,3 +3,4 @@ import './getInstanceList';
 import './isDepartmentCreationAvailable';
 import './verifyContactChannel';
 import './mergeContacts';
+import './shouldTriggerVerificationApp';

apps/meteor/ee/server/patches/shouldTriggerVerificationApp.ts

@@ -0,0 +1,43 @@
+import type { IOmnichannelSource, ILivechatContact } from '@rocket.chat/core-typings';
+import { License } from '@rocket.chat/license';
+import { LivechatContacts } from '@rocket.chat/models';
+
+import { shouldTriggerVerificationApp } from '../../../app/livechat/server/lib/Contacts';
+import { settings } from '../../../app/settings/server';
+
+const runShouldTriggerVerificationApp = async (
+	_next: any,
+	contactId: ILivechatContact['_id'],
+	source: IOmnichannelSource,
+): Promise<boolean> => {
+	const contact = await LivechatContacts.findOneById<Pick<ILivechatContact, '_id' | 'unknown' | 'channels'>>(contactId, {
+		projection: {
+			_id: 1,
+			unknown: 1,
+			channels: 1,
+		},
+	});
+
+	// Sanity check, should never happen
+	if (!contact) {
+		return false;
+	}
+
+	if (contact.unknown && settings.get<boolean>('Livechat_Block_Unknown_Contacts')) {
+		return true;
+	}
+
+	const isContactVerified = (contact.channels?.filter((channel) => channel.verified && channel.name === source.type) || []).length > 0;
+
+	if (!isContactVerified && settings.get<boolean>('Livechat_Block_Unverified_Contacts')) {
+		return true;
+	}
+
+	if (!settings.get<boolean>('Livechat_Request_Verification_On_First_Contact_Only')) {
+		return true;
+	}
+
+	return false;
+};
+
+shouldTriggerVerificationApp.patch(runShouldTriggerVerificationApp, () => License.hasModule('contact-id-verification'));

packages/core-typings/src/IInquiry.ts

@@ -37,7 +37,10 @@ export interface ILivechatInquiryRecord extends IRocketChatRecord {
 	ts: Date;
 	message: string;
 	status: LivechatInquiryStatus;
-	v: Pick<ILivechatVisitor, '_id' | 'username' | 'status' | 'name' | 'token' | 'phone' | 'activity'> & { lastMessageTs?: Date };
+	v: Pick<ILivechatVisitor, '_id' | 'username' | 'status' | 'name' | 'token' | 'phone' | 'activity'> & {
+		lastMessageTs?: Date;
+		contactId?: string;
+	};
 	t: 'l';
 
 	department?: string;