Handover Endpoint - Throw error when no agents are online

app.json

@@ -1,6 +1,6 @@
 {
     "id": "21b7d3ba-031b-41d9-8ff2-fbbfa081ae90",
-    "version": "1.2.2",
+    "version": "1.2.3",
     "requiredApiVersion": "^1.17.0",
     "iconFile": "icon.png",
     "author": {
@@ -16,4 +16,4 @@
         "IPostMessageSent",
         "IUIKitLivechatInteractionHandler"
     ]
-}
+}

config/Settings.ts

@@ -9,6 +9,7 @@ export enum AppSetting {
     FallbackTargetDepartment = 'fallback_target_department',
     DialogflowHandoverMessage = 'dialogflow_handover_message',
     DialogflowServiceUnavailableMessage = 'dialogflow_service_unavailable_message',
+    DialogflowHandoverFailedMessage = 'dialogflow_no_agents_online_for_handover',
     DialogflowCloseChatMessage = 'dialogflow_close_chat_message',
     DialogflowHideQuickReplies = 'dialogflow_hide_quick_replies',
 }
@@ -81,6 +82,15 @@ export const settings: Array<ISetting> = [
         i18nDescription: 'dialogflow_handover_message_description',
         required: false,
     },
+    {
+        id: AppSetting.DialogflowHandoverFailedMessage,
+        public: true,
+        type: SettingType.STRING,
+        packageValue: '',
+        i18nLabel: 'dialogflow_handover_failed_message',
+        i18nDescription: 'dialogflow_handover_failed_message_description',
+        required: false,
+    },
     {
         id: AppSetting.DialogflowServiceUnavailableMessage,
         public: true,

endpoints/IncomingEndpoint.ts

@@ -22,16 +22,19 @@ export class IncomingEndpoint extends ApiEndpoint {
         this.app.getLogger().info(Logs.ENDPOINT_RECEIVED_REQUEST);
 
         try {
-            await this.processRequest(read, modify, http, request.content);
-            return createHttpResponse(HttpStatusCode.OK, { 'Content-Type': Headers.CONTENT_TYPE_JSON }, { result: Response.SUCCESS });
+            const { statusCode = HttpStatusCode.OK, data = null } = await this.processRequest(read, modify, http, request.content);
+            return createHttpResponse(statusCode, { 'Content-Type': Headers.CONTENT_TYPE_JSON }, { ...data ? { ...data } : { result: Response.SUCCESS } });
         } catch (error) {
             this.app.getLogger().error(Logs.ENDPOINT_REQUEST_PROCESSING_ERROR, error);
             return createHttpResponse(HttpStatusCode.INTERNAL_SERVER_ERROR, { 'Content-Type': Headers.CONTENT_TYPE_JSON }, { error: error.message });
         }
     }
 
-    private async processRequest(read: IRead, modify: IModify, http: IHttp, endpointContent: IActionsEndpointContent) {
-
+    private async processRequest(read: IRead,
+                                 modify: IModify,
+                                 http: IHttp,
+                                 endpointContent: IActionsEndpointContent,
+    ): Promise<{ statusCode: HttpStatusCode, data?: { result?: string; error?: string } }> {
         const { action, sessionId } = endpointContent;
         if (!sessionId) { throw new Error(Logs.INVALID_SESSION_ID); }
         switch (action) {
@@ -41,9 +44,12 @@ export class IncomingEndpoint extends ApiEndpoint {
             case EndpointActionNames.HANDOVER:
                 const { actionData: { targetDepartment = '' } = {} } = endpointContent;
                 const room = await read.getRoomReader().getById(sessionId) as ILivechatRoom;
-                if (!room) { throw new Error(); }
+                if (!room || !room.isOpen) { throw new Error('Error! Invalid session Id. No active room found with the given session id'); }
                 const { visitor: { token: visitorToken } } = room;
-                await performHandover(this.app, modify, read, sessionId, visitorToken, targetDepartment);
+                const result = await performHandover(this.app, modify, read, sessionId, visitorToken, targetDepartment);
+                if (!result) {
+                    return { statusCode: HttpStatusCode.CONFLICT, data: { error: Response.NO_AGENTS_ONLINE }};
+                }
                 break;
             case EndpointActionNames.TRIGGER_EVENT:
                 const { actionData: { event = null } = {} } = endpointContent;
@@ -65,5 +71,7 @@ export class IncomingEndpoint extends ApiEndpoint {
             default:
                 throw new Error(Logs.INVALID_ENDPOINT_ACTION);
         }
+
+        return { statusCode: HttpStatusCode.OK, data: { result: Response.SUCCESS }};
     }
 }

enum/Http.ts

@@ -6,4 +6,5 @@ export enum Headers {
 
 export enum Response {
     SUCCESS = 'Your request was processed successfully',
+    NO_AGENTS_ONLINE = 'Handover failed! No agents online',
 }

enum/Logs.ts

@@ -20,4 +20,5 @@ export enum Logs {
     HTTP_REQUEST_ERROR = 'Error occurred while sending a HTTP Request',
     CLOSE_CHAT_REQUEST_FAILED_ERROR = 'Error: Internal Server Error. Could not close the chat',
     HANDOVER_REQUEST_FAILED_ERROR = 'Error occurred while processing handover. Details',
+    NO_AGENTS_ONLINE = 'Handover failed! No agents online',
 }

i18n/en.json

@@ -14,5 +14,7 @@
     "dialogflow_close_chat_message": "Close Chat Message",
     "dialogflow_close_chat_message_description": "This message will be sent automatically when a chat is closed",
     "dialogflow_hide_quick_replies": "Hide Quick Replies",
-    "dialogflow_hide_quick_replies_description": "If enabled, then all quick-replies will hide when a visitor clicks on any one of them"
+    "dialogflow_hide_quick_replies_description": "If enabled, then all quick-replies will hide when a visitor clicks on any one of them",
+    "dialogflow_handover_failed_message": "Handover Failed Message",
+    "dialogflow_handover_failed_message_description": "The Bot will send this message to Visitor if the handover failed because no agents were online"
 }

lib/Room.ts

@@ -43,11 +43,7 @@ export const closeChat = async (modify: IModify, read: IRead, rid: string) => {
     if (!result) { throw new Error(Logs.CLOSE_CHAT_REQUEST_FAILED_ERROR); }
 };
 
-export const performHandover = async (app: IApp, modify: IModify, read: IRead, rid: string, visitorToken: string, targetDepartmentName?: string) => {
-
-    const handoverMessage: string = await getAppSettingValue(read, AppSetting.DialogflowHandoverMessage);
-    await createMessage(app, rid, read, modify, { text: handoverMessage ? handoverMessage : DefaultMessage.DEFAULT_DialogflowHandoverMessage });
-
+export const performHandover = async (app: IApp, modify: IModify, read: IRead, rid: string, visitorToken: string, targetDepartmentName?: string): Promise<boolean> => {
     const room: ILivechatRoom = (await read.getRoomReader().getById(rid)) as ILivechatRoom;
     if (!room) { throw new Error(Logs.INVALID_ROOM_ID); }
 
@@ -65,13 +61,30 @@ export const performHandover = async (app: IApp, modify: IModify, read: IRead, r
         livechatTransferData.targetDepartment = targetDepartment.id;
     }
 
+    // check if any agent is online in the department where we're transferring this chat
+    const serviceOnline = await read.getLivechatReader().isOnlineAsync(livechatTransferData.targetDepartment);
+    if (!serviceOnline) {
+        const offlineMessage: string = await getAppSettingValue(read, AppSetting.DialogflowHandoverFailedMessage);
+        if (offlineMessage && offlineMessage.trim()) {
+            await createMessage(app, rid, read, modify, { text: offlineMessage });
+        }
+        return false;
+    }
+
+    const handoverMessage: string = await getAppSettingValue(read, AppSetting.DialogflowHandoverMessage);
+    await createMessage(app, rid, read, modify, { text: handoverMessage ? handoverMessage : DefaultMessage.DEFAULT_DialogflowHandoverMessage });
+
     const result = await modify.getUpdater().getLivechatUpdater().transferVisitor(visitor, livechatTransferData)
         .catch((error) => {
             throw new Error(`${Logs.HANDOVER_REQUEST_FAILED_ERROR} ${error}`);
         });
     if (!result) {
-        const offlineMessage: string = await getAppSettingValue(read, AppSetting.DialogflowServiceUnavailableMessage);
+        const offlineMessage: string = await getAppSettingValue(read, AppSetting.DialogflowHandoverFailedMessage);
+        if (offlineMessage && offlineMessage.trim()) {
+            await createMessage(app, rid, read, modify, { text: offlineMessage });
+        }
 
-        await createMessage(app, rid, read, modify, { text: offlineMessage ? offlineMessage : DefaultMessage.DEFAULT_DialogflowServiceUnavailableMessage });
+        return false;
     }
+    return true;
 };