snapshot of https://github.com/RocketChat/Rocket.Chat.git (develop, 2026-09-16; blobs > 131072B omitted)

apps/meteor/server/hooks/omnichannel/sendToCRM.ts

@@ -0,0 +1,263 @@
+import type { IOmnichannelRoom, IOmnichannelSystemMessage, IMessage } from '@rocket.chat/core-typings';
+import { isEditedMessage, isOmnichannelRoom } from '@rocket.chat/core-typings';
+import { LivechatRooms, Messages } from '@rocket.chat/models';
+import type { Response } from '@rocket.chat/server-fetch';
+
+import { callbacks } from '../../lib/callbacks';
+import { getLivechatRoomGuestInfo } from '../../lib/omnichannel/guests';
+import { sendRequest } from '../../lib/omnichannel/webhooks';
+import { normalizeMessageFileUpload } from '../../lib/utils/functions/normalizeMessageFileUpload';
+import { settings } from '../../settings';
+
+type AdditionalFields =
+	| Record<string, unknown>
+	| {
+			departmentId: IOmnichannelRoom['departmentId'];
+	  }
+	| {
+			departmentId: IOmnichannelRoom['departmentId'];
+			servedBy: IOmnichannelRoom['servedBy'];
+	  }
+	| {
+			departmentId: IOmnichannelRoom['departmentId'];
+			servedBy: IOmnichannelRoom['servedBy'];
+			oldDepartmentId: IOmnichannelRoom['departmentId'];
+			oldServedBy: { _id: string; ts: Date; username?: string };
+	  }
+	| {
+			departmentId: IOmnichannelRoom['departmentId'];
+			servedBy: IOmnichannelRoom['servedBy'];
+			closedAt: IOmnichannelRoom['closedAt'];
+			closedBy: IOmnichannelRoom['closedBy'];
+			closer: IOmnichannelRoom['closer'];
+	  };
+
+type OmnichannelRoomWithExtraFields = IOmnichannelRoom & {
+	oldServedBy?: { _id: string; ts: Date; username?: string };
+	oldDepartmentId?: IOmnichannelRoom['departmentId'];
+};
+
+type CRMActions =
+	| 'LivechatSessionStart'
+	| 'LivechatSessionQueued'
+	| 'LivechatSession'
+	| 'LivechatSessionTaken'
+	| 'LivechatSessionForwarded'
+	| 'LivechatEdit'
+	| 'Message'
+	| 'LeadCapture';
+
+const msgNavType = 'livechat_navigation_history';
+const msgClosingType = 'livechat-close';
+
+export const isOmnichannelNavigationMessage = (message: IMessage): message is IOmnichannelSystemMessage => {
+	return message.t === msgNavType;
+};
+
+export const isOmnichannelClosingMessage = (message: IMessage): message is IOmnichannelSystemMessage => {
+	return message.t === msgClosingType;
+};
+
+export const sendMessageType = (msgType: string): boolean => {
+	switch (msgType) {
+		case msgClosingType:
+			return true;
+		case msgNavType:
+			return (
+				settings.get<boolean>('Livechat_Visitor_navigation_as_a_message') &&
+				settings.get<boolean>('Send_visitor_navigation_history_livechat_webhook_request')
+			);
+		default:
+			return false;
+	}
+};
+
+export const getAdditionalFieldsByType = (type: CRMActions, room: OmnichannelRoomWithExtraFields): AdditionalFields => {
+	const { departmentId, servedBy, closedAt, closedBy, closer, oldServedBy, oldDepartmentId } = room;
+	switch (type) {
+		case 'LivechatSessionStart':
+		case 'LivechatSessionQueued':
+			return { departmentId };
+		case 'LivechatSession':
+			return { departmentId, servedBy, closedAt, closedBy, closer };
+		case 'LivechatSessionTaken':
+			return { departmentId, servedBy };
+		case 'LivechatSessionForwarded':
+			return { departmentId, servedBy, oldDepartmentId, oldServedBy };
+		default:
+			return {};
+	}
+};
+
+export async function sendToCRM(
+	type: CRMActions,
+	room: OmnichannelRoomWithExtraFields,
+	includeMessages: boolean | IOmnichannelSystemMessage[] = true,
+): Promise<OmnichannelRoomWithExtraFields> {
+	if (!settings.get('Livechat_webhookUrl')) {
+		return room;
+	}
+
+	const postData: Awaited<ReturnType<typeof getLivechatRoomGuestInfo>> & {
+		type: string;
+		messages: IOmnichannelSystemMessage[];
+	} = {
+		...(await getLivechatRoomGuestInfo(room)),
+		type,
+		messages: [],
+	};
+
+	let messages: IOmnichannelSystemMessage[] | null = null;
+	if (typeof includeMessages === 'boolean' && includeMessages) {
+		messages = await Messages.findVisibleByRoomId<IOmnichannelSystemMessage>(room._id, { sort: { ts: 1 } }).toArray();
+	} else if (includeMessages instanceof Array) {
+		messages = includeMessages;
+	}
+
+	if (messages) {
+		for (const message of messages) {
+			if (message.t && !sendMessageType(message.t)) {
+				continue;
+			}
+			const msg = {
+				_id: message._id,
+				username: message.u.username,
+				msg: message.msg || JSON.stringify(message.blocks),
+				...(message.blocks && message.blocks.length > 0 ? { blocks: message.blocks } : {}),
+				ts: message.ts,
+				rid: message.rid,
+				...(isEditedMessage(message) && { editedAt: message.editedAt }),
+				...(message.u.username !== postData.visitor.username && { agentId: message.u._id }),
+				...(isOmnichannelNavigationMessage(message) && { navigation: message.navigation }),
+				...(isOmnichannelClosingMessage(message) && { closingMessage: true }),
+				...(message.file && { file: message.file, attachments: message.attachments }),
+			};
+
+			const { u } = message;
+			postData.messages.push({ ...(await normalizeMessageFileUpload({ u, ...msg })), ...{ _updatedAt: message._updatedAt } });
+		}
+	}
+
+	const additionalData = getAdditionalFieldsByType(type, room);
+	const responseData = Object.assign(postData, additionalData);
+
+	// do not wait for the request to be answered
+	// this will avoid blocking the process of saving the message
+	void sendRequest(responseData, 5, async (response: Response) => {
+		if (!response) {
+			return;
+		}
+		const responseData = await response.text();
+		await LivechatRooms.saveCRMDataByRoomId(room._id, responseData);
+	});
+
+	return room;
+}
+
+callbacks.add(
+	'livechat.closeRoom',
+	async (params) => {
+		const { room } = params;
+		if (!settings.get('Livechat_webhook_on_close')) {
+			return params;
+		}
+
+		await sendToCRM('LivechatSession', room);
+
+		return params;
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-close-room',
+);
+
+callbacks.add(
+	'livechat.afterForwardChatToAgent',
+	async (params) => {
+		const { rid, oldServedBy } = params;
+		if (!settings.get('Livechat_webhook_on_forward')) {
+			return params;
+		}
+
+		const originalRoom = await LivechatRooms.findOneById(rid);
+		if (!originalRoom) {
+			return params;
+		}
+
+		const room = Object.assign(originalRoom, { oldServedBy });
+		await sendToCRM('LivechatSessionForwarded', room);
+		return params;
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-room-forwarded-to-agent',
+);
+
+callbacks.add(
+	'livechat.afterForwardChatToDepartment',
+	async (params) => {
+		const { rid, oldDepartmentId } = params;
+		if (!settings.get('Livechat_webhook_on_forward')) {
+			return params;
+		}
+
+		const originalRoom = await LivechatRooms.findOneById(rid);
+		if (!originalRoom) {
+			return params;
+		}
+
+		const room = Object.assign(originalRoom, { oldDepartmentId });
+		await sendToCRM('LivechatSessionForwarded', room);
+		return params;
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-room-forwarded-to-department',
+);
+
+callbacks.add(
+	'livechat.saveInfo',
+	async (room) => {
+		// Do not send to CRM if the chat is still open
+		if (!isOmnichannelRoom(room) || room.open) {
+			return room;
+		}
+
+		return sendToCRM('LivechatEdit', room);
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-save-info',
+);
+
+callbacks.add(
+	'afterOmnichannelSaveMessage',
+	async (message, { room }) => {
+		// if the message has a token, it was sent from the visitor
+		// if not, it was sent from the agent
+		if (message.token && !settings.get('Livechat_webhook_on_visitor_message')) {
+			return message;
+		}
+		if (!message.token && !settings.get('Livechat_webhook_on_agent_message')) {
+			return message;
+		}
+		// if the message has a type means it is a special message (like the closing comment), so skips
+		// unless the settings that handle with visitor navigation history are enabled
+		if (message.t && !sendMessageType(message.t)) {
+			return message;
+		}
+
+		await sendToCRM('Message', room, [message]);
+		return message;
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-message',
+);
+
+callbacks.add(
+	'livechat.leadCapture',
+	(room) => {
+		if (!settings.get('Livechat_webhook_on_capture')) {
+			return room;
+		}
+		return sendToCRM('LeadCapture', room, false);
+	},
+	callbacks.priority.MEDIUM,
+	'livechat-send-crm-lead-capture',
+);