RocketChat/Rocket.Chat

import { isOmnichannelRoom } from '@rocket.chat/core-typings';
import type { IRoom, ILivechatVisitor, ILivechatDepartment, TransferData, AtLeast } from '@rocket.chat/core-typings';
import { LivechatDepartment } from '@rocket.chat/models';

import { forwardRoomToDepartment } from '../../../../../app/livechat/server/lib/Helper';
import { settings } from '../../../../../app/settings/server';
import { callbacks } from '../../../../../lib/callbacks';
import { cbLogger } from '../lib/logger';

const onTransferFailure = async (
    room: IRoom,
    {
        guest,
        transferData,
        department,
    }: {
        guest: ILivechatVisitor;
        transferData: TransferData;
        department: AtLeast<ILivechatDepartment, '_id' | 'fallbackForwardDepartment' | 'name'>;
    },
) => {
    if (!isOmnichannelRoom(room)) {
        return false;
    }

    if (!department?.fallbackForwardDepartment?.length) {
        return false;
    }

    // TODO: find enabled not archived here
    const fallbackDepartment = await LivechatDepartment.findOneById<Pick<ILivechatDepartment, '_id' | 'name'>>(
        department.fallbackForwardDepartment,
        {
            projection: { name: 1, _id: 1 },
        },
    );

    if (!fallbackDepartment) {
        return false;
    }

    const { hops: currentHops = 1 } = transferData;
    const maxHops = settings.get<number>('Omnichannel_max_fallback_forward_depth');

    if (currentHops > maxHops) {
        cbLogger.debug({
            msg: 'Max fallback forward depth reached. Chat wont be transfered',
            roomId: room._id,
            hops: currentHops,
            maxHops,
            departmentId: department._id,
        });
        return false;
    }

    const transferDataFallback = {
        ...transferData,
        usingFallbackDep: true,
        prevDepartment: department.name,
        departmentId: department.fallbackForwardDepartment,
        department: fallbackDepartment,
        hops: currentHops + 1,
    };

    const forwardSuccess = await forwardRoomToDepartment(room, guest, transferDataFallback);
    if (!forwardSuccess) {
        cbLogger.debug({
            msg: 'Fallback forward failed',
            departmentId: department._id,
            roomId: room._id,
            fallbackDepartmentId: department.fallbackForwardDepartment,
        });
        return false;
    }

    cbLogger.info({
        msg: 'Fallback forward success',
        departmentId: department._id,
        roomId: room._id,
        fallbackDepartmentId: department.fallbackForwardDepartment,
    });
    return true;
};

callbacks.add('livechat:onTransferFailure', onTransferFailure, callbacks.priority.HIGH);