fix: New livechat conversations are not assigned to contact manager

.changeset/popular-cameras-grin.md

@@ -0,0 +1,6 @@
+---
+"@rocket.chat/meteor": patch
+"@rocket.chat/model-typings": patch
+---
+
+Fixes livechat conversations not being assigned to the contact manager even when the "Assign new conversations to the contact manager" setting is enabled

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

@@ -353,11 +353,12 @@ class LivechatClass {
 			throw new Meteor.Error('error-omnichannel-is-disabled');
 		}
 
-		if (await LivechatContacts.isChannelBlocked(this.makeVisitorAssociation(visitor._id, roomInfo.source))) {
+		const visitorAssociation = this.makeVisitorAssociation(visitor._id, roomInfo.source);
+		if (await LivechatContacts.isChannelBlocked(visitorAssociation)) {
 			throw new Error('error-contact-channel-blocked');
 		}
 
-		const defaultAgent = await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, visitor);
+		const defaultAgent = await callbacks.run('livechat.checkDefaultAgentOnNewRoom', agent, visitorAssociation);
 		// if no department selected verify if there is at least one active and pick the first
 		if (!defaultAgent && !visitor.department) {
 			const department = await getRequiredDepartment();

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

@@ -44,7 +44,7 @@ export const takeInquiry = async (
 		});
 	}
 
-	const user = await Users.findOneOnlineAgentById(userId, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
+	const user = await Users.findOneOnlineAgentById(userId, {}, settings.get<boolean>('Livechat_enabled_when_agent_idle'));
 	if (!user) {
 		throw new Meteor.Error('error-agent-status-service-offline', 'Agent status is offline or Omnichannel service is not active', {
 			method: 'livechat:takeInquiry',

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

@@ -1,5 +1,5 @@
 import type { IUser, SelectedAgent } from '@rocket.chat/core-typings';
-import { LivechatVisitors, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
+import { LivechatVisitors, LivechatContacts, LivechatInquiry, LivechatRooms, Users } from '@rocket.chat/models';
 
 import { notifyOnLivechatInquiryChanged } from '../../../../../app/lib/server/lib/notifyListener';
 import { RoutingManager } from '../../../../../app/livechat/server/lib/RoutingManager';
@@ -18,12 +18,15 @@ const normalizeDefaultAgent = (agent?: Pick<IUser, '_id' | 'username'> | null):
 	return { agentId, username };
 };
 
-const getDefaultAgent = async (username?: string): Promise<SelectedAgent | null> => {
-	if (!username) {
+const getDefaultAgent = async ({ username, id }: { username?: string; id?: string }): Promise<SelectedAgent | null> => {
+	if (!username && !id) {
 		return null;
 	}
 
-	return normalizeDefaultAgent(await Users.findOneOnlineAgentByUserList(username, { projection: { _id: 1, username: 1 } }));
+	if (id) {
+		return normalizeDefaultAgent(await Users.findOneOnlineAgentById(id, { projection: { _id: 1, username: 1 } }));
+	}
+	return normalizeDefaultAgent(await Users.findOneOnlineAgentByUserList(username || [], { projection: { _id: 1, username: 1 } }));
 };
 
 settings.watch<boolean>('Livechat_last_chatted_agent_routing', (value) => {
@@ -88,21 +91,28 @@ settings.watch<boolean>('Omnichannel_contact_manager_routing', (value) => {
 
 callbacks.add(
 	'livechat.checkDefaultAgentOnNewRoom',
-	async (defaultAgent, defaultGuest) => {
-		if (defaultAgent || !defaultGuest) {
+	async (defaultAgent, visitor) => {
+		if (defaultAgent || !visitor) {
 			return defaultAgent;
 		}
 
-		const { _id: guestId } = defaultGuest;
+		const { visitorId: guestId } = visitor;
 		const guest = await LivechatVisitors.findOneEnabledById(guestId, {
 			projection: { lastAgent: 1, token: 1, contactManager: 1 },
 		});
 		if (!guest) {
 			return defaultAgent;
 		}
 
+		const contact = await LivechatContacts.findOneByVisitor(visitor, { projection: { contactManager: 1 } });
+
 		const { lastAgent, token, contactManager } = guest;
-		const guestManager = contactManager?.username && contactManagerPreferred && getDefaultAgent(contactManager?.username);
+		const contactManagerUsernameOrId = contact?.contactManager || contactManager?.username;
+		const guestManager =
+			contactManagerUsernameOrId &&
+			contactManagerPreferred &&
+			(await getDefaultAgent({ username: contactManager?.username, id: contact?.contactManager }));
+
 		if (guestManager) {
 			return guestManager;
 		}
@@ -111,7 +121,7 @@ callbacks.add(
 			return defaultAgent;
 		}
 
-		const guestAgent = lastAgent?.username && getDefaultAgent(lastAgent?.username);
+		const guestAgent = lastAgent?.username && getDefaultAgent({ username: lastAgent?.username });
 		if (guestAgent) {
 			return guestAgent;
 		}

apps/meteor/lib/callbacks.ts

@@ -24,6 +24,7 @@ import type {
 	IOmnichannelRoomInfo,
 	IOmnichannelInquiryExtraData,
 	IOmnichannelRoomExtraData,
+	ILivechatContactVisitorAssociation,
 } from '@rocket.chat/core-typings';
 import type { Updater } from '@rocket.chat/models';
 import type { FilterOperators } from 'mongodb';
@@ -118,7 +119,7 @@ type ChainedCallbackSignatures = {
 	) => Promise<T>;
 
 	'livechat.beforeRouteChat': (inquiry: ILivechatInquiryRecord, agent?: { agentId: string; username: string }) => ILivechatInquiryRecord;
-	'livechat.checkDefaultAgentOnNewRoom': (agent: SelectedAgent, visitor?: ILivechatVisitor) => SelectedAgent | null;
+	'livechat.checkDefaultAgentOnNewRoom': (agent: SelectedAgent, visitor?: ILivechatContactVisitorAssociation) => SelectedAgent | null;
 
 	'livechat.onLoadForwardDepartmentRestrictions': (params: { departmentId: string }) => Record<string, unknown>;
 

apps/meteor/server/models/raw/Users.js

@@ -1657,11 +1657,11 @@ export class UsersRaw extends BaseRaw {
 		return this.findOne(query);
 	}
 
-	findOneOnlineAgentById(_id, isLivechatEnabledWhenAgentIdle) {
+	findOneOnlineAgentById(_id, options, isLivechatEnabledWhenAgentIdle) {
 		// TODO: Create class Agent
 		const query = queryStatusAgentOnline({ _id }, isLivechatEnabledWhenAgentIdle);
 
-		return this.findOne(query);
+		return this.findOne(query, options);
 	}
 
 	findAgents() {

packages/model-typings/src/models/IUsersModel.ts

@@ -263,7 +263,11 @@ export interface IUsersModel extends IBaseModel<IUser> {
 	findOnlineAgents(agentId?: string): FindCursor<ILivechatAgent>;
 	countOnlineAgents(agentId: string): Promise<number>;
 	findOneBotAgent(): Promise<ILivechatAgent | null>;
-	findOneOnlineAgentById(agentId: string, isLivechatEnabledWhenAgentIdle?: boolean): Promise<ILivechatAgent | null>;
+	findOneOnlineAgentById(
+		agentId: string,
+		options?: FindOptions<IUser>,
+		isLivechatEnabledWhenAgentIdle?: boolean,
+	): Promise<ILivechatAgent | null>;
 	findAgents(): FindCursor<ILivechatAgent>;
 	countAgents(): Promise<number>;
 	getNextAgent(ignoreAgentId?: string, extraQuery?: Filter<IUser>): Promise<{ agentId: string; username: string } | null>;