feat: Allow admins to decide if email transcript should be sent always (

#32820) Co-authored-by: Marcos Spessatto Defendi <marcos.defendi@rocket.chat> Co-authored-by: Guilherme Gazzo <guilhermegazzo@gmail.com>
RocketChat · Jul 24, 2024 · 393e613 · 393e613
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Showing 15 changed files with 273 additions and 48 deletions.
diff --git a/.changeset/shaggy-hats-raise.md b/.changeset/shaggy-hats-raise.md
@@ -0,0 +1,5 @@
+---
+"@rocket.chat/meteor": minor
+---
+
+Added a new setting `Livechat_transcript_send_always` that allows admins to decide if email transcript should be sent all the times when a conversation is closed. This setting bypasses agent's preferences. For this setting to work, `Livechat_enable_transcript` should be off, meaning that visitors will no longer receive the option to decide if they want a transcript or not.
diff --git a/apps/meteor/app/livechat/server/lib/LivechatTyped.ts b/apps/meteor/app/livechat/server/lib/LivechatTyped.ts
@@ -71,6 +71,8 @@ import { parseAgentCustomFields, updateDepartmentAgents, validateEmail, normaliz
 import { QueueManager } from './QueueManager';
 import { RoutingManager } from './RoutingManager';
 import { isDepartmentCreationAvailable } from './isDepartmentCreationAvailable';
+import type { CloseRoomParams, CloseRoomParamsByUser, CloseRoomParamsByVisitor } from './localTypes';
+import { parseTranscriptRequest } from './parseTranscriptRequest';
 import { sendTranscript as sendTranscriptFunc } from './sendTranscript';
 
 type RegisterGuestType = Partial<Pick<ILivechatVisitor, 'token' | 'name' | 'department' | 'status' | 'username'>> & {
@@ -80,36 +82,6 @@ type RegisterGuestType = Partial<Pick<ILivechatVisitor, 'token' | 'name' | 'depa
 	phone?: { number: string };
 };
 
-type GenericCloseRoomParams = {
-	room: IOmnichannelRoom;
-	comment?: string;
-	options?: {
-		clientAction?: boolean;
-		tags?: string[];
-		emailTranscript?:
-			| {
-					sendToVisitor: false;
-			  }
-			| {
-					sendToVisitor: true;
-					requestData: NonNullable<IOmnichannelRoom['transcriptRequest']>;
-			  };
-		pdfTranscript?: {
-			requestedBy: string;
-		};
-	};
-};
-
-export type CloseRoomParamsByUser = {
-	user: IUser | null;
-} & GenericCloseRoomParams;
-
-export type CloseRoomParamsByVisitor = {
-	visitor: ILivechatVisitor;
-} & GenericCloseRoomParams;
-
-export type CloseRoomParams = CloseRoomParamsByUser | CloseRoomParamsByVisitor;
-
 type OfflineMessageData = {
 	message: string;
 	name: string;
@@ -324,6 +296,9 @@ class LivechatClass {
 
 		this.logger.debug(`DB updated for room ${room._id}`);
 
+		const transcriptRequested =
+			!!transcriptRequest || (!settings.get('Livechat_enable_transcript') && settings.get('Livechat_transcript_send_always'));
+
 		// Retrieve the closed room
 		const newRoom = await LivechatRooms.findOneById(rid);
 
@@ -338,13 +313,15 @@ class LivechatClass {
 				t: 'livechat-close',
 				msg: comment,
 				groupable: false,
-				transcriptRequested: !!transcriptRequest,
+				transcriptRequested,
 				...(isRoomClosedByVisitorParams(params) && { token: chatCloser.token }),
 			},
 			newRoom,
 		);
 
-		await Message.saveSystemMessage('command', rid, 'promptTranscript', closeData.closedBy);
+		if (settings.get('Livechat_enable_transcript') && !settings.get('Livechat_transcript_send_always')) {
+			await Message.saveSystemMessage('command', rid, 'promptTranscript', closeData.closedBy);
+		}
 
 		this.logger.debug(`Running callbacks for room ${newRoom._id}`);
 
@@ -356,15 +333,18 @@ class LivechatClass {
 			void Apps.self?.getBridges()?.getListenerBridge().livechatEvent(AppEvents.ILivechatRoomClosedHandler, newRoom);
 			void Apps.self?.getBridges()?.getListenerBridge().livechatEvent(AppEvents.IPostLivechatRoomClosed, newRoom);
 		});
+
+		const visitor = isRoomClosedByVisitorParams(params) ? params.visitor : undefined;
+		const opts = await parseTranscriptRequest(params.room, options, visitor);
 		if (process.env.TEST_MODE) {
 			await callbacks.run('livechat.closeRoom', {
 				room: newRoom,
-				options,
+				options: opts,
 			});
 		} else {
 			callbacks.runAsync('livechat.closeRoom', {
 				room: newRoom,
-				options,
+				options: opts,
 			});
 		}
 
@@ -1880,3 +1860,4 @@ class LivechatClass {
 }
 
 export const Livechat = new LivechatClass();
+export * from './localTypes';
diff --git a/apps/meteor/app/livechat/server/lib/localTypes.ts b/apps/meteor/app/livechat/server/lib/localTypes.ts
@@ -0,0 +1,31 @@
+import type { IOmnichannelRoom, IUser, ILivechatVisitor } from '@rocket.chat/core-typings';
+
+export type GenericCloseRoomParams = {
+	room: IOmnichannelRoom;
+	comment?: string;
+	options?: {
+		clientAction?: boolean;
+		tags?: string[];
+		emailTranscript?:
+			| {
+					sendToVisitor: false;
+			  }
+			| {
+					sendToVisitor: true;
+					requestData: NonNullable<IOmnichannelRoom['transcriptRequest']>;
+			  };
+		pdfTranscript?: {
+			requestedBy: string;
+		};
+	};
+};
+
+export type CloseRoomParamsByUser = {
+	user: IUser | null;
+} & GenericCloseRoomParams;
+
+export type CloseRoomParamsByVisitor = {
+	visitor: ILivechatVisitor;
+} & GenericCloseRoomParams;
+
+export type CloseRoomParams = CloseRoomParamsByUser | CloseRoomParamsByVisitor;
diff --git a/apps/meteor/app/livechat/server/lib/parseTranscriptRequest.ts b/apps/meteor/app/livechat/server/lib/parseTranscriptRequest.ts
@@ -0,0 +1,61 @@
+import type { ILivechatVisitor, IOmnichannelRoom, IUser } from '@rocket.chat/core-typings';
+import { LivechatVisitors, Users } from '@rocket.chat/models';
+
+import { settings } from '../../../settings/server';
+import type { CloseRoomParams } from './localTypes';
+
+export const parseTranscriptRequest = async (
+	room: IOmnichannelRoom,
+	options: CloseRoomParams['options'],
+	visitor?: ILivechatVisitor,
+	user?: IUser,
+): Promise<CloseRoomParams['options']> => {
+	const visitorDecideTranscript = settings.get<boolean>('Livechat_enable_transcript');
+	// visitor decides, no changes
+	if (visitorDecideTranscript) {
+		return options;
+	}
+
+	// send always is disabled, no changes
+	const sendAlways = settings.get<boolean>('Livechat_transcript_send_always');
+	if (!sendAlways) {
+		return options;
+	}
+
+	const visitorData =
+		visitor ||
+		(await LivechatVisitors.findOneById<Pick<ILivechatVisitor, 'visitorEmails'>>(room.v._id, { projection: { visitorEmails: 1 } }));
+	// no visitor, no changes
+	if (!visitorData) {
+		return options;
+	}
+	const visitorEmail = visitorData?.visitorEmails?.[0]?.address;
+	// visitor doesnt have email, no changes
+	if (!visitorEmail) {
+		return options;
+	}
+
+	const defOptions = { projection: { _id: 1, username: 1, name: 1 } };
+	const requestedBy =
+		user ||
+		(room.servedBy && (await Users.findOneById(room.servedBy._id, defOptions))) ||
+		(await Users.findOneById('rocket.cat', defOptions));
+
+	// no user available for backing request, no changes
+	if (!requestedBy) {
+		return options;
+	}
+
+	return {
+		...options,
+		emailTranscript: {
+			sendToVisitor: true,
+			requestData: {
+				email: visitorEmail,
+				requestedAt: new Date(),
+				subject: '',
+				requestedBy,
+			},
+		},
+	};
+};
diff --git a/apps/meteor/client/components/Omnichannel/modals/CloseChatModal.tsx b/apps/meteor/client/components/Omnichannel/modals/CloseChatModal.tsx
@@ -52,6 +52,7 @@ const CloseChatModal = ({
 	} = useForm();
 
 	const commentRequired = useSetting('Livechat_request_comment_when_closing_conversation') as boolean;
+	const alwaysSendTranscript = useSetting<boolean>('Livechat_transcript_send_always');
 	const customSubject = useSetting<string>('Livechat_transcript_email_subject');
 	const [tagRequired, setTagRequired] = useState(false);
 
@@ -66,7 +67,7 @@ const CloseChatModal = ({
 	const transcriptPDFPermission = usePermission('request-pdf-transcript');
 	const transcriptEmailPermission = usePermission('send-omnichannel-chat-transcript');
 
-	const canSendTranscriptEmail = transcriptEmailPermission && visitorEmail;
+	const canSendTranscriptEmail = transcriptEmailPermission && visitorEmail && !alwaysSendTranscript;
 	const canSendTranscriptPDF = transcriptPDFPermission && hasLicense;
 	const canSendTranscript = canSendTranscriptEmail || canSendTranscriptPDF;
 
@@ -78,7 +79,7 @@ const CloseChatModal = ({
 		({ comment, tags, transcriptPDF, transcriptEmail, subject }): void => {
 			const preferences = {
 				omnichannelTranscriptPDF: !!transcriptPDF,
-				omnichannelTranscriptEmail: !!transcriptEmail,
+				omnichannelTranscriptEmail: alwaysSendTranscript ? true : !!transcriptEmail,
 			};
 			const requestData = transcriptEmail && visitorEmail ? { email: visitorEmail, subject } : undefined;
 
@@ -98,7 +99,7 @@ const CloseChatModal = ({
 				onConfirm(comment, tags, preferences, requestData);
 			}
 		},
-		[commentRequired, tagRequired, visitorEmail, errors, setError, t, onConfirm],
+		[commentRequired, tagRequired, visitorEmail, errors, setError, t, onConfirm, alwaysSendTranscript],
 	);
 
 	const cannotSubmit = useMemo(() => {

diff --git a/apps/meteor/client/views/account/omnichannel/OmnichannelPreferencesPage.tsx b/apps/meteor/client/views/account/omnichannel/OmnichannelPreferencesPage.tsx
@@ -1,5 +1,5 @@
 import { ButtonGroup, Button, Box, Accordion } from '@rocket.chat/fuselage';
-import { useToastMessageDispatch, useTranslation, useEndpoint, useUserPreference } from '@rocket.chat/ui-contexts';
+import { useToastMessageDispatch, useTranslation, useEndpoint, useUserPreference, useSetting } from '@rocket.chat/ui-contexts';
 import type { ReactElement } from 'react';
 import React from 'react';
 import { useForm, FormProvider } from 'react-hook-form';
@@ -17,12 +17,17 @@ const OmnichannelPreferencesPage = (): ReactElement => {
 	const t = useTranslation();
 	const dispatchToastMessage = useToastMessageDispatch();
 
+	const alwaysSendEmailTranscript = useSetting<boolean>('Livechat_transcript_send_always');
 	const omnichannelTranscriptPDF = useUserPreference<boolean>('omnichannelTranscriptPDF') ?? false;
 	const omnichannelTranscriptEmail = useUserPreference<boolean>('omnichannelTranscriptEmail') ?? false;
 	const omnichannelHideConversationAfterClosing = useUserPreference<boolean>('omnichannelHideConversationAfterClosing') ?? true;
 
 	const methods = useForm({
-		defaultValues: { omnichannelTranscriptPDF, omnichannelTranscriptEmail, omnichannelHideConversationAfterClosing },
+		defaultValues: {
+			omnichannelTranscriptPDF,
+			omnichannelTranscriptEmail: alwaysSendEmailTranscript || omnichannelTranscriptEmail,
+			omnichannelHideConversationAfterClosing,
+		},
 	});
 
 	const {

diff --git a/apps/meteor/client/views/account/omnichannel/PreferencesConversationTranscript.tsx b/apps/meteor/client/views/account/omnichannel/PreferencesConversationTranscript.tsx
@@ -1,6 +1,6 @@
 import { Accordion, Box, Field, FieldGroup, FieldLabel, FieldRow, FieldHint, Tag, ToggleSwitch } from '@rocket.chat/fuselage';
 import { useUniqueId } from '@rocket.chat/fuselage-hooks';
-import { useTranslation, usePermission } from '@rocket.chat/ui-contexts';
+import { useTranslation, usePermission, useSetting } from '@rocket.chat/ui-contexts';
 import React from 'react';
 import { useFormContext } from 'react-hook-form';
 
@@ -12,8 +12,10 @@ const PreferencesConversationTranscript = () => {
 	const { register } = useFormContext();
 
 	const hasLicense = useHasLicenseModule('livechat-enterprise');
+	const alwaysSendEmailTranscript = useSetting('Livechat_transcript_send_always');
 	const canSendTranscriptPDF = usePermission('request-pdf-transcript');
-	const canSendTranscriptEmail = usePermission('send-omnichannel-chat-transcript');
+	const canSendTranscriptEmailPermission = usePermission('send-omnichannel-chat-transcript');
+	const canSendTranscriptEmail = canSendTranscriptEmailPermission && !alwaysSendEmailTranscript;
 	const cantSendTranscriptPDF = !canSendTranscriptPDF || !hasLicense;
 
 	const omnichannelTranscriptPDF = useUniqueId();
@@ -42,7 +44,7 @@ const PreferencesConversationTranscript = () => {
 						<FieldLabel htmlFor={omnichannelTranscriptEmail}>
 							<Box display='flex' alignItems='center'>
 								{t('Omnichannel_transcript_email')}
-								{!canSendTranscriptEmail && (
+								{!canSendTranscriptEmailPermission && (
 									<Box marginInline={4}>
 										<Tag>{t('No_permission')}</Tag>
 									</Box>

diff --git a/apps/meteor/server/settings/omnichannel.ts b/apps/meteor/server/settings/omnichannel.ts
@@ -404,12 +404,23 @@ export const createOmniSettings = () =>
 			enableQuery: [{ _id: 'FileUpload_Enabled', value: true }, omnichannelEnabledQuery],
 		});
 
+		// Making these 2 settings "depend" on each other
+		// Prevents us from having both as true and then asking visitor if it wants a Transcript
+		// But send it anyways because of send_always being enabled. So one can only be turned on
+		// if the other is off.
 		await this.add('Livechat_enable_transcript', false, {
 			type: 'boolean',
 			group: 'Omnichannel',
 			public: true,
 			i18nLabel: 'Transcript_Enabled',
-			enableQuery: omnichannelEnabledQuery,
+			enableQuery: [{ _id: 'Livechat_transcript_send_always', value: false }, omnichannelEnabledQuery],
+		});
+
+		await this.add('Livechat_transcript_send_always', false, {
+			type: 'boolean',
+			group: 'Omnichannel',
+			public: true,
+			enableQuery: [{ _id: 'Livechat_enable_transcript', value: false }, omnichannelEnabledQuery],
 		});
 
 		await this.add('Livechat_transcript_show_system_messages', false, {