[NEW] Omnichannel inquiry queue (#2352)

* [WIP] Omnichannel queue

* Request inquiry when login

* Show take inquiry queued room

* Queue List as a Screen

* Poc using unread badge

* Prevent navigation to empty list

* Remove chat from queue when taked

* Fix header status on omnichannel preview room

* Fix room actions view to preview queued chat

* Use isOmnichannelPreview and dont show actions when is preview

* Filter queue chats taken by other people

* Fix room info to omnichannel preview room

* Handle show Queue

* Reset inquiry store when change server

* Improve queue logic

* Disable swipe on RoomItem when is a Queue Item

* Add unreadBadge style

* Move unread badge to presentation folder

* Cleanup inquiry reducers

* Move take saga to rocketchat function

* Remove comments

* Add relevant comments

* Subscribe to public stream if is livechat manager or doesnt have departments

* Add pt-br and improve queue empty message

* Fix take when dont have view-livechat-manager permission

* Add missing events

* Create selector for inquiry queue

* Minor fixes

Co-authored-by: Diego Mello <diegolmello@gmail.com>

app/actions/actionsTypes.js

@@ -33,6 +33,7 @@ export const ROOMS = createRequestTypes('ROOMS', [
 	'CLOSE_SEARCH_HEADER'
 ]);
 export const ROOM = createRequestTypes('ROOM', ['SUBSCRIBE', 'UNSUBSCRIBE', 'LEAVE', 'DELETE', 'REMOVED', 'CLOSE', 'FORWARD', 'USER_TYPING']);
+export const INQUIRY = createRequestTypes('INQUIRY', [...defaultTypes, 'SET_ENABLED', 'RESET', 'QUEUE_ADD', 'QUEUE_UPDATE', 'QUEUE_REMOVE']);
 export const APP = createRequestTypes('APP', ['START', 'READY', 'INIT', 'INIT_LOCAL_SETTINGS', 'SET_MASTER_DETAIL']);
 export const MESSAGES = createRequestTypes('MESSAGES', ['REPLY_BROADCAST']);
 export const CREATE_CHANNEL = createRequestTypes('CREATE_CHANNEL', [...defaultTypes]);

app/actions/inquiry.js

@@ -0,0 +1,55 @@
+import * as types from './actionsTypes';
+
+export function inquirySetEnabled(enabled) {
+	return {
+		type: types.INQUIRY.SET_ENABLED,
+		enabled
+	};
+}
+
+export function inquiryReset() {
+	return {
+		type: types.INQUIRY.RESET
+	};
+}
+
+export function inquiryQueueAdd(inquiry) {
+	return {
+		type: types.INQUIRY.QUEUE_ADD,
+		inquiry
+	};
+}
+
+export function inquiryQueueUpdate(inquiry) {
+	return {
+		type: types.INQUIRY.QUEUE_UPDATE,
+		inquiry
+	};
+}
+
+export function inquiryQueueRemove(inquiryId) {
+	return {
+		type: types.INQUIRY.QUEUE_REMOVE,
+		inquiryId
+	};
+}
+
+export function inquiryRequest() {
+	return {
+		type: types.INQUIRY.REQUEST
+	};
+}
+
+export function inquirySuccess(inquiries) {
+	return {
+		type: types.INQUIRY.SUCCESS,
+		inquiries
+	};
+}
+
+export function inquiryFailure(error) {
+	return {
+		type: types.INQUIRY.FAILURE,
+		error
+	};
+}

app/i18n/locales/en.js

@@ -483,6 +483,7 @@ export default {
 	Tags: 'Tags',
 	Take_a_photo: 'Take a photo',
 	Take_a_video: 'Take a video',
+	Take_it: 'Take it!',
 	tap_to_change_status: 'tap to change status',
 	Tap_to_view_servers_list: 'Tap to view servers list',
 	Terms_of_Service: ' Terms of Service ',
@@ -621,5 +622,7 @@ export default {
 	Passcode_app_locked_title: 'App locked',
 	Passcode_app_locked_subtitle: 'Try again in {{timeLeft}} seconds',
 	After_seconds_set_by_admin: 'After {{seconds}} seconds (set by admin)',
-	Dont_activate: 'Don\'t activate now'
+	Dont_activate: 'Don\'t activate now',
+	Queued_chats: 'Queued chats',
+	Queue_is_empty: 'Queue is empty'
 };

app/i18n/locales/pt-BR.js

@@ -551,5 +551,7 @@ export default {
 	Passcode_app_locked_title: 'Aplicativo bloqueado',
 	Passcode_app_locked_subtitle: 'Tente novamente em {{timeLeft}} segundos',
 	After_seconds_set_by_admin: 'Após {{seconds}} segundos (Configurado pelo adm)',
-	Dont_activate: 'Não ativar agora'
+	Dont_activate: 'Não ativar agora',
+	Queued_chats: 'Bate-papos na fila',
+	Queue_is_empty: 'A fila está vazia'
 };

app/lib/methods/subscriptions/inquiry.js

@@ -0,0 +1,95 @@
+import log from '../../../utils/log';
+import store from '../../createStore';
+import RocketChat from '../../rocketchat';
+import {
+	inquiryRequest,
+	inquiryQueueAdd,
+	inquiryQueueUpdate,
+	inquiryQueueRemove
+} from '../../../actions/inquiry';
+
+const removeListener = listener => listener.stop();
+
+let connectedListener;
+let disconnectedListener;
+let queueListener;
+
+const streamTopic = 'stream-livechat-inquiry-queue-observer';
+
+export default function subscribeInquiry() {
+	const handleConnection = () => {
+		store.dispatch(inquiryRequest());
+	};
+
+	const handleQueueMessageReceived = (ddpMessage) => {
+		const [{ type, ...sub }] = ddpMessage.fields.args;
+
+		// added can be ignored, since it is handled by 'changed' event
+		if (/added/.test(type)) {
+			return;
+		}
+
+		// if the sub isn't on the queue anymore
+		if (sub.status !== 'queued') {
+			// remove it from the queue
+			store.dispatch(inquiryQueueRemove(sub._id));
+			return;
+		}
+
+		const { queued } = store.getState().inquiry;
+		// check if this sub is on the current queue
+		const idx = queued.findIndex(item => item._id === sub._id);
+		if (idx >= 0) {
+			// if it is on the queue let's update
+			store.dispatch(inquiryQueueUpdate(sub));
+		} else {
+			// if it is not on the queue let's add
+			store.dispatch(inquiryQueueAdd(sub));
+		}
+	};
+
+	const stop = () => {
+		if (connectedListener) {
+			connectedListener.then(removeListener);
+			connectedListener = false;
+		}
+		if (disconnectedListener) {
+			disconnectedListener.then(removeListener);
+			disconnectedListener = false;
+		}
+		if (queueListener) {
+			queueListener.then(removeListener);
+			queueListener = false;
+		}
+	};
+
+	connectedListener = this.sdk.onStreamData('connected', handleConnection);
+	disconnectedListener = this.sdk.onStreamData('close', handleConnection);
+	queueListener = this.sdk.onStreamData(streamTopic, handleQueueMessageReceived);
+
+	try {
+		const { user } = store.getState().login;
+		RocketChat.getAgentDepartments(user.id).then((result) => {
+			if (result.success) {
+				const { departments } = result;
+
+				if (!departments.length || RocketChat.hasRole('livechat-manager')) {
+					this.sdk.subscribe(streamTopic, 'public').catch(e => console.log(e));
+				}
+
+				const departmentIds = departments.map(({ departmentId }) => departmentId);
+				departmentIds.forEach((departmentId) => {
+					// subscribe to all departments of the agent
+					this.sdk.subscribe(streamTopic, `department/${ departmentId }`).catch(e => console.log(e));
+				});
+			}
+		});
+
+		return {
+			stop: () => stop()
+		};
+	} catch (e) {
+		log(e);
+		return Promise.reject();
+	}
+}

app/lib/rocketchat.js

@@ -20,6 +20,7 @@ import {
 } from '../actions/share';
 
 import subscribeRooms from './methods/subscriptions/rooms';
+import subscribeInquiry from './methods/subscriptions/inquiry';
 import getUsersPresence, { getUserPresence, subscribeUsersPresence } from './methods/getUsersPresence';
 
 import protectedFunction from './methods/helpers/protectedFunction';
@@ -72,6 +73,15 @@ const RocketChat = {
 			}
 		}
 	},
+	async subscribeInquiry() {
+		if (!this.inquirySub) {
+			try {
+				this.inquirySub = await subscribeInquiry.call(this);
+			} catch (e) {
+				log(e);
+			}
+		}
+	},
 	canOpenRoom,
 	createChannel({
 		name, users, type, readOnly, broadcast
@@ -203,6 +213,11 @@ const RocketChat = {
 				this.roomsSub = null;
 			}
 
+			if (this.inquirySub) {
+				this.inquirySub.stop();
+				this.inquirySub = null;
+			}
+
 			if (this.sdk) {
 				this.sdk.disconnect();
 				this.sdk = null;
@@ -816,7 +831,7 @@ const RocketChat = {
 	},
 	getAgentDepartments(uid) {
 		// RC 2.4.0
-		return this.sdk.get(`livechat/agents/${ uid }/departments`);
+		return this.sdk.get(`livechat/agents/${ uid }/departments?enabledDepartmentsOnly=true`);
 	},
 	getCustomFields() {
 		// RC 2.2.0
@@ -826,6 +841,16 @@ const RocketChat = {
 		// RC 0.26.0
 		return this.methodCallWrapper('livechat:changeLivechatStatus');
 	},
+	getInquiriesQueued() {
+		// RC 2.4.0
+		return this.sdk.get('livechat/inquiries.queued');
+	},
+	takeInquiry(inquiryId) {
+		// this inquiry is added to the db by the subscriptions stream
+		// and will be removed by the queue stream
+		// RC 2.4.0
+		return this.methodCallWrapper('livechat:takeInquiry', inquiryId);
+	},
 
 	getUidDirectMessage(room) {
 		const { id: userId } = reduxStore.getState().login.user;
@@ -963,6 +988,14 @@ const RocketChat = {
 		// RC 0.47.0
 		return this.sdk.get('chat.getMessage', { msgId });
 	},
+	hasRole(role) {
+		const shareUser = reduxStore.getState().share.user;
+		const loginUser = reduxStore.getState().login.user;
+		// get user roles on the server from redux
+		const userRoles = (shareUser?.roles || loginUser?.roles) || [];
+
+		return userRoles.indexOf(r => r === role) > -1;
+	},
 	async hasPermission(permissions, rid) {
 		const db = database.active;
 		const subsCollection = db.collections.get('subscriptions');

app/presentation/RoomItem/RoomItem.js

@@ -4,7 +4,7 @@ import { View } from 'react-native';
 
 import styles from './styles';
 import Wrapper from './Wrapper';
-import UnreadBadge from './UnreadBadge';
+import UnreadBadge from '../UnreadBadge';
 import TypeIcon from './TypeIcon';
 import LastMessage from './LastMessage';
 import Title from './Title';
@@ -41,6 +41,7 @@ const RoomItem = ({
 	groupMentions,
 	roomUpdatedAt,
 	testID,
+	swipeEnabled,
 	onPress,
 	toggleFav,
 	toggleRead,
@@ -59,6 +60,7 @@ const RoomItem = ({
 		type={type}
 		theme={theme}
 		isFocused={isFocused}
+		swipeEnabled={swipeEnabled}
 	>
 		<Wrapper
 			accessibilityLabel={accessibilityLabel}
@@ -172,6 +174,7 @@ RoomItem.propTypes = {
 	userMentions: PropTypes.number,
 	groupMentions: PropTypes.number,
 	roomUpdatedAt: PropTypes.instanceOf(Date),
+	swipeEnabled: PropTypes.bool,
 	toggleFav: PropTypes.func,
 	toggleRead: PropTypes.func,
 	onPress: PropTypes.func,
@@ -180,7 +183,8 @@ RoomItem.propTypes = {
 
 RoomItem.defaultProps = {
 	avatarSize: 48,
-	status: 'offline'
+	status: 'offline',
+	swipeEnabled: true
 };
 
 export default RoomItem;

app/presentation/RoomItem/Touchable.js

@@ -26,7 +26,8 @@ class Touchable extends React.Component {
 		hideChannel: PropTypes.func,
 		children: PropTypes.element,
 		theme: PropTypes.string,
-		isFocused: PropTypes.bool
+		isFocused: PropTypes.bool,
+		swipeEnabled: PropTypes.bool
 	}
 
 	constructor(props) {
@@ -168,7 +169,7 @@ class Touchable extends React.Component {
 
 		render() {
 			const {
-				testID, isRead, width, favorite, children, theme, isFocused
+				testID, isRead, width, favorite, children, theme, isFocused, swipeEnabled
 			} = this.props;
 
 			return (
@@ -177,6 +178,7 @@ class Touchable extends React.Component {
 					minDeltaX={20}
 					onGestureEvent={this._onGestureEvent}
 					onHandlerStateChange={this._onHandlerStateChange}
+					enabled={swipeEnabled}
 				>
 					<Animated.View>
 						<LeftActions

app/presentation/RoomItem/index.js

@@ -45,7 +45,8 @@ const RoomItemContainer = React.memo(({
 	getRoomTitle,
 	getRoomAvatar,
 	getIsGroupChat,
-	getIsRead
+	getIsRead,
+	swipeEnabled
 }) => {
 	const [, setForceUpdate] = useState(1);
 
@@ -125,6 +126,7 @@ const RoomItemContainer = React.memo(({
 			useRealName={useRealName}
 			unread={item.unread}
 			groupMentions={item.groupMentions}
+			swipeEnabled={swipeEnabled}
 		/>
 	);
 }, arePropsEqual);
@@ -153,7 +155,8 @@ RoomItemContainer.propTypes = {
 	getRoomTitle: PropTypes.func,
 	getRoomAvatar: PropTypes.func,
 	getIsGroupChat: PropTypes.func,
-	getIsRead: PropTypes.func
+	getIsRead: PropTypes.func,
+	swipeEnabled: PropTypes.bool
 };
 
 RoomItemContainer.defaultProps = {
@@ -163,7 +166,8 @@ RoomItemContainer.defaultProps = {
 	getRoomTitle: () => 'title',
 	getRoomAvatar: () => '',
 	getIsGroupChat: () => false,
-	getIsRead: () => false
+	getIsRead: () => false,
+	swipeEnabled: true
 };
 
 const mapStateToProps = (state, ownProps) => {

app/presentation/RoomItem/styles.js

@@ -51,23 +51,6 @@ export default StyleSheet.create({
 	updateAlert: {
 		...sharedStyles.textSemibold
 	},
-	unreadNumberContainer: {
-		minWidth: 21,
-		height: 21,
-		paddingVertical: 3,
-		paddingHorizontal: 5,
-		borderRadius: 10.5,
-		alignItems: 'center',
-		justifyContent: 'center',
-		marginLeft: 10
-	},
-	unreadText: {
-		overflow: 'hidden',
-		fontSize: 13,
-		...sharedStyles.textMedium,
-		letterSpacing: 0.56,
-		textAlign: 'center'
-	},
 	status: {
 		marginLeft: 4,
 		marginRight: 7,

app/presentation/UnreadBadge.js

@@ -1,12 +1,32 @@
 import React from 'react';
 import PropTypes from 'prop-types';
-import { View, Text } from 'react-native';
+import { View, Text, StyleSheet } from 'react-native';
 
-import styles from './styles';
-import { themes } from '../../constants/colors';
+import sharedStyles from '../views/Styles';
+import { themes } from '../constants/colors';
+
+const styles = StyleSheet.create({
+	unreadNumberContainer: {
+		minWidth: 21,
+		height: 21,
+		paddingVertical: 3,
+		paddingHorizontal: 5,
+		borderRadius: 10.5,
+		alignItems: 'center',
+		justifyContent: 'center',
+		marginLeft: 10
+	},
+	unreadText: {
+		overflow: 'hidden',
+		fontSize: 13,
+		...sharedStyles.textMedium,
+		letterSpacing: 0.56,
+		textAlign: 'center'
+	}
+});
 
 const UnreadBadge = React.memo(({
-	theme, unread, userMentions, groupMentions
+	theme, unread, userMentions, groupMentions, style
 }) => {
 	if (!unread || unread <= 0) {
 		return;
@@ -27,7 +47,8 @@ const UnreadBadge = React.memo(({
 		<View
 			style={[
 				styles.unreadNumberContainer,
-				{ backgroundColor }
+				{ backgroundColor },
+				style
 			]}
 		>
 			<Text
@@ -35,7 +56,7 @@ const UnreadBadge = React.memo(({
 					styles.unreadText,
 					{ color }
 				]}
-			>{ unread }
+			>{unread}
 			</Text>
 		</View>
 	);
@@ -45,7 +66,8 @@ UnreadBadge.propTypes = {
 	theme: PropTypes.string,
 	unread: PropTypes.number,
 	userMentions: PropTypes.number,
-	groupMentions: PropTypes.number
+	groupMentions: PropTypes.number,
+	style: PropTypes.object
 };
 
 export default UnreadBadge;

app/reducers/index.js

@@ -16,6 +16,7 @@ import activeUsers from './activeUsers';
 import usersTyping from './usersTyping';
 import inviteLinks from './inviteLinks';
 import createDiscussion from './createDiscussion';
+import inquiry from './inquiry';
 
 export default combineReducers({
 	settings,
@@ -34,5 +35,6 @@ export default combineReducers({
 	activeUsers,
 	usersTyping,
 	inviteLinks,
-	createDiscussion
+	createDiscussion,
+	inquiry
 });

app/reducers/inquiry.js

@@ -0,0 +1,51 @@
+import { INQUIRY } from '../actions/actionsTypes';
+
+const initialState = {
+	enabled: false,
+	queued: [],
+	error: {}
+};
+
+export default function inquiry(state = initialState, action) {
+	switch (action.type) {
+		case INQUIRY.SUCCESS:
+			return {
+				...state,
+				queued: action.inquiries
+			};
+		case INQUIRY.FAILURE:
+			return {
+				...state,
+				error: action.error
+			};
+		case INQUIRY.SET_ENABLED:
+			return {
+				...state,
+				enabled: action.enabled
+			};
+		case INQUIRY.QUEUE_ADD:
+			return {
+				...state,
+				queued: [...state.queued, action.inquiry]
+			};
+		case INQUIRY.QUEUE_UPDATE:
+			return {
+				...state,
+				queued: state.queued.map((item) => {
+					if (item._id === action.inquiry._id) {
+						return action.inquiry;
+					}
+					return item;
+				})
+			};
+		case INQUIRY.QUEUE_REMOVE:
+			return {
+				...state,
+				queued: state.queued.filter(({ _id }) => _id !== action.inquiryId)
+			};
+		case INQUIRY.RESET:
+			return initialState;
+		default:
+			return state;
+	}
+}

app/sagas/index.js

@@ -10,6 +10,7 @@ import state from './state';
 import deepLinking from './deepLinking';
 import inviteLinks from './inviteLinks';
 import createDiscussion from './createDiscussion';
+import inquiry from './inquiry';
 
 const root = function* root() {
 	yield all([
@@ -23,7 +24,8 @@ const root = function* root() {
 		state(),
 		deepLinking(),
 		inviteLinks(),
-		createDiscussion()
+		createDiscussion(),
+		inquiry()
 	]);
 };
 

app/sagas/inquiry.js

@@ -0,0 +1,38 @@
+import { put, takeLatest, select } from 'redux-saga/effects';
+
+import * as types from '../actions/actionsTypes';
+import RocketChat from '../lib/rocketchat';
+import { inquirySuccess, inquiryFailure, inquirySetEnabled } from '../actions/inquiry';
+
+const handleRequest = function* handleRequest() {
+	try {
+		const routingConfig = yield RocketChat.getRoutingConfig();
+		const statusLivechat = yield select(state => state.login.user.statusLivechat);
+		// if routingConfig showQueue is enabled and omnichannel is enabled
+		const showQueue = routingConfig.showQueue && statusLivechat === 'available';
+
+		if (showQueue) {
+			// get all the current chats on the queue
+			const result = yield RocketChat.getInquiriesQueued();
+			if (result.success) {
+				const { inquiries } = result;
+
+				// subscribe to inquiry queue changes
+				RocketChat.subscribeInquiry();
+
+				// put request result on redux state
+				yield put(inquirySuccess(inquiries));
+			}
+		}
+
+		// set enabled to know if we should show the queue button
+		yield put(inquirySetEnabled(showQueue));
+	} catch (e) {
+		yield put(inquiryFailure(e));
+	}
+};
+
+const root = function* root() {
+	yield takeLatest(types.INQUIRY.REQUEST, handleRequest);
+};
+export default root;

app/sagas/login.js

@@ -15,6 +15,7 @@ import {
 	loginFailure, loginSuccess, setUser, logout
 } from '../actions/login';
 import { roomsRequest } from '../actions/rooms';
+import { inquiryRequest } from '../actions/inquiry';
 import { toMomentLocale } from '../utils/moment';
 import RocketChat from '../lib/rocketchat';
 import log, { logEvent, events } from '../utils/log';
@@ -93,6 +94,7 @@ const handleLoginSuccess = function* handleLoginSuccess({ user }) {
 
 		const server = yield select(getServer);
 		yield put(roomsRequest());
+		yield put(inquiryRequest());
 		yield fork(fetchPermissions);
 		yield fork(fetchCustomEmojis);
 		yield fork(fetchRoles);
@@ -206,6 +208,10 @@ const handleSetUser = function* handleSetUser({ user }) {
 		const userId = yield select(state => state.login.user.id);
 		yield put(setActiveUsers({ [userId]: user }));
 	}
+
+	if (user && user.statusLivechat) {
+		yield put(inquiryRequest());
+	}
 };
 
 const root = function* root() {

app/sagas/selectServer.js

@@ -19,6 +19,7 @@ import I18n from '../i18n';
 import { SERVERS, TOKEN, SERVER_URL } from '../constants/userDefaults';
 import { BASIC_AUTH_KEY, setBasicAuth } from '../utils/fetch';
 import { appStart, ROOT_INSIDE, ROOT_OUTSIDE } from '../actions/app';
+import { inquiryReset } from '../actions/inquiry';
 
 const getServerInfo = function* getServerInfo({ server, raiseError = true }) {
 	try {
@@ -65,6 +66,7 @@ const getServerInfo = function* getServerInfo({ server, raiseError = true }) {
 
 const handleSelectServer = function* handleSelectServer({ server, version, fetchVersion }) {
 	try {
+		yield put(inquiryReset());
 		const serversDB = database.servers;
 		yield RNUserDefaults.set('currentServer', server);
 		const userId = yield RNUserDefaults.get(`${ RocketChat.TOKEN_KEY }-${ server }`);

app/selectors/inquiry.js

@@ -0,0 +1,8 @@
+import { createSelector } from 'reselect';
+
+const getInquiryQueue = state => state.inquiry.queued;
+
+export const getInquiryQueueSelector = createSelector(
+	[getInquiryQueue],
+	queue => queue
+);

app/stacks/InsideStack.js

@@ -30,6 +30,7 @@ import PickerView from '../views/PickerView';
 import ThreadMessagesView from '../views/ThreadMessagesView';
 import MarkdownTableView from '../views/MarkdownTableView';
 import ReadReceiptsView from '../views/ReadReceiptView';
+import QueueListView from '../views/QueueListView';
 
 // Profile Stack
 import ProfileView from '../views/ProfileView';
@@ -163,6 +164,11 @@ const ChatsStackNavigator = () => {
 				component={ReadReceiptsView}
 				options={ReadReceiptsView.navigationOptions}
 			/>
+			<ChatsStack.Screen
+				name='QueueListView'
+				component={QueueListView}
+				options={QueueListView.navigationOptions}
+			/>
 		</ChatsStack.Navigator>
 	);
 };

app/stacks/MasterDetailStack/index.js

@@ -41,6 +41,7 @@ import ScreenLockConfigView from '../../views/ScreenLockConfigView';
 import AdminPanelView from '../../views/AdminPanelView';
 import NewMessageView from '../../views/NewMessageView';
 import CreateChannelView from '../../views/CreateChannelView';
+import QueueListView from '../../views/QueueListView';
 
 // InsideStackNavigator
 import AttachmentView from '../../views/AttachmentView';
@@ -150,6 +151,11 @@ const ModalStackNavigator = React.memo(({ navigation }) => {
 					component={DirectoryView}
 					options={props => DirectoryView.navigationOptions({ ...props, isMasterDetail: true })}
 				/>
+				<ModalStack.Screen
+					name='QueueListView'
+					component={QueueListView}
+					options={props => QueueListView.navigationOptions({ ...props, isMasterDetail: true })}
+				/>
 				<ModalStack.Screen
 					name='NotificationPrefView'
 					component={NotificationPrefView}

app/utils/log/events.js

@@ -60,6 +60,7 @@ export default {
 	RL_NAVIGATE_TO_NEW_MSG: 'rl_navigate_to_new_msg',
 	RL_SEARCH: 'rl_search',
 	RL_NAVIGATE_TO_DIRECTORY: 'rl_navigate_to_directory',
+	RL_GO_QUEUE: 'rl_go_queue',
 	RL_GO_TO_ROOM: 'rl_go_to_room',
 	RL_FAVORITE_CHANNEL: 'rl_favorite_channel',
 	RL_UNFAVORITE_CHANNEL: 'rl_unfavorite_channel',
@@ -77,6 +78,8 @@ export default {
 	RL_GROUP_CHANNELS_BY_FAVORITE: 'rl_group_channels_by_favorite',
 	RL_GROUP_CHANNELS_BY_UNREAD: 'rl_group_channels_by_unread',
 
+	QL_GO_ROOM: 'ql_go_room',
+
 	// DIRECTORY VIEW
 	DIRECTORY_SEARCH_USERS: 'directory_search_users',
 	DIRECTORY_SEARCH_CHANNELS: 'directory_search_channels',
@@ -193,5 +196,6 @@ export default {
 	ROOM_MSG_ACTION_PIN_F: 'room_msg_action_pin_f',
 	ROOM_MSG_ACTION_REACTION: 'room_msg_action_reaction',
 	ROOM_MSG_ACTION_REPORT: 'room_msg_action_report',
-	ROOM_MSG_ACTION_REPORT_F: 'room_msg_action_report_f'
+	ROOM_MSG_ACTION_REPORT_F: 'room_msg_action_report_f',
+	ROOM_JOIN: 'room_join'
 };

app/views/QueueListView.js

@@ -0,0 +1,160 @@
+import React from 'react';
+import PropTypes from 'prop-types';
+import { FlatList } from 'react-native';
+import { connect } from 'react-redux';
+import isEqual from 'react-fast-compare';
+
+import I18n from '../i18n';
+import RoomItem, { ROW_HEIGHT } from '../presentation/RoomItem';
+import { MAX_SIDEBAR_WIDTH } from '../constants/tablet';
+import { isTablet, isIOS } from '../utils/deviceInfo';
+import { getUserSelector } from '../selectors/login';
+import { withTheme } from '../theme';
+import { withDimensions } from '../dimensions';
+import SafeAreaView from '../containers/SafeAreaView';
+import { themes } from '../constants/colors';
+import StatusBar from '../containers/StatusBar';
+import { goRoom } from '../utils/goRoom';
+import { CloseModalButton } from '../containers/HeaderButton';
+import RocketChat from '../lib/rocketchat';
+import { logEvent, events } from '../utils/log';
+import { getInquiryQueueSelector } from '../selectors/inquiry';
+
+const INITIAL_NUM_TO_RENDER = isTablet ? 20 : 12;
+const getItemLayout = (data, index) => ({
+	length: ROW_HEIGHT,
+	offset: ROW_HEIGHT * index,
+	index
+});
+const keyExtractor = item => item.rid;
+
+class QueueListView extends React.Component {
+	static navigationOptions = ({ navigation, isMasterDetail }) => {
+		const options = {
+			title: I18n.t('Queued_chats')
+		};
+		if (isMasterDetail) {
+			options.headerLeft = () => <CloseModalButton navigation={navigation} testID='directory-view-close' />;
+		}
+		return options;
+	}
+
+	static propTypes = {
+		user: PropTypes.shape({
+			id: PropTypes.string,
+			username: PropTypes.string,
+			token: PropTypes.string
+		}),
+		isMasterDetail: PropTypes.bool,
+		width: PropTypes.number,
+		queued: PropTypes.array,
+		server: PropTypes.string,
+		useRealName: PropTypes.bool,
+		navigation: PropTypes.object,
+		theme: PropTypes.string
+	}
+
+	shouldComponentUpdate(nextProps) {
+		const { queued } = this.props;
+		if (!isEqual(nextProps.queued, queued)) {
+			return true;
+		}
+
+		return false;
+	}
+
+	onPressItem = (item = {}) => {
+		logEvent(events.QL_GO_ROOM);
+		const { navigation, isMasterDetail } = this.props;
+		if (isMasterDetail) {
+			navigation.navigate('DrawerNavigator');
+		} else {
+			navigation.navigate('RoomsListView');
+		}
+
+		goRoom({
+			item: {
+				...item,
+				// we're calling v as visitor on our mergeSubscriptionsRooms
+				visitor: item.v
+			},
+			isMasterDetail
+		});
+	};
+
+	getRoomTitle = item => RocketChat.getRoomTitle(item)
+
+	getRoomAvatar = item => RocketChat.getRoomAvatar(item)
+
+	getUidDirectMessage = room => RocketChat.getUidDirectMessage(room)
+
+	renderItem = ({ item }) => {
+		const {
+			user: {
+				id: userId,
+				username,
+				token
+			},
+			server,
+			useRealName,
+			theme,
+			isMasterDetail,
+			width
+		} = this.props;
+		const id = this.getUidDirectMessage(item);
+
+		return (
+			<RoomItem
+				item={item}
+				theme={theme}
+				id={id}
+				type={item.t}
+				userId={userId}
+				username={username}
+				token={token}
+				baseUrl={server}
+				onPress={this.onPressItem}
+				testID={`queue-list-view-item-${ item.name }`}
+				width={isMasterDetail ? MAX_SIDEBAR_WIDTH : width}
+				useRealName={useRealName}
+				getRoomTitle={this.getRoomTitle}
+				getRoomAvatar={this.getRoomAvatar}
+				visitor={item.v}
+				swipeEnabled={false}
+			/>
+		);
+	}
+
+	render() {
+		const { queued, theme } = this.props;
+		return (
+			<SafeAreaView testID='queue-list-view' theme={theme} style={{ backgroundColor: themes[theme].backgroundColor }}>
+				<StatusBar theme={theme} />
+				<FlatList
+					ref={this.getScrollRef}
+					data={queued}
+					extraData={queued}
+					keyExtractor={keyExtractor}
+					style={{ backgroundColor: themes[theme].backgroundColor }}
+					renderItem={this.renderItem}
+					getItemLayout={getItemLayout}
+					removeClippedSubviews={isIOS}
+					keyboardShouldPersistTaps='always'
+					initialNumToRender={INITIAL_NUM_TO_RENDER}
+					windowSize={9}
+					onEndReached={this.onEndReached}
+					onEndReachedThreshold={0.5}
+				/>
+			</SafeAreaView>
+		);
+	}
+}
+
+const mapStateToProps = state => ({
+	user: getUserSelector(state),
+	isMasterDetail: state.app.isMasterDetail,
+	server: state.server.server,
+	useRealName: state.settings.UI_Use_Real_Name,
+	queued: getInquiryQueueSelector(state)
+});
+export default connect(mapStateToProps)(withDimensions(withTheme(QueueListView)));

app/views/RoomActionsView/index.js

@@ -91,7 +91,7 @@ class RoomActionsView extends React.Component {
 		this.mounted = true;
 		const { room, member } = this.state;
 		if (room.rid) {
-			if (!room.id) {
+			if (!room.id && !this.isOmnichannelPreview) {
 				try {
 					const result = await RocketChat.getChannelInfo(room.rid);
 					if (result.success) {
@@ -135,6 +135,11 @@ class RoomActionsView extends React.Component {
 		}
 	}
 
+	get isOmnichannelPreview() {
+		const { room } = this.state;
+		return room.t === 'l' && room.status === 'queued';
+	}
+
 	onPressTouchable = (item) => {
 		if (item.route) {
 			const { navigation } = this.props;
@@ -407,36 +412,38 @@ class RoomActionsView extends React.Component {
 		} else if (t === 'l') {
 			sections[2].data = [];
 
-			sections[2].data.push({
-				icon: 'close',
-				name: I18n.t('Close'),
-				event: this.closeLivechat
-			});
-
-			if (canForwardGuest) {
+			if (!this.isOmnichannelPreview) {
 				sections[2].data.push({
-					icon: 'user-forward',
-					name: I18n.t('Forward'),
-					route: 'ForwardLivechatView',
+					icon: 'close',
+					name: I18n.t('Close'),
+					event: this.closeLivechat
+				});
+
+				if (canForwardGuest) {
+					sections[2].data.push({
+						icon: 'user-forward',
+						name: I18n.t('Forward'),
+						route: 'ForwardLivechatView',
+						params: { rid }
+					});
+				}
+
+				if (canReturnQueue) {
+					sections[2].data.push({
+						icon: 'undo',
+						name: I18n.t('Return'),
+						event: this.returnLivechat
+					});
+				}
+
+				sections[2].data.push({
+					icon: 'history',
+					name: I18n.t('Navigation_history'),
+					route: 'VisitorNavigationView',
 					params: { rid }
 				});
 			}
 
-			if (canReturnQueue) {
-				sections[2].data.push({
-					icon: 'undo',
-					name: I18n.t('Return'),
-					event: this.returnLivechat
-				});
-			}
-
-			sections[2].data.push({
-				icon: 'history',
-				name: I18n.t('Navigation_history'),
-				route: 'VisitorNavigationView',
-				params: { rid }
-			});
-
 			sections.push({
 				data: [notificationsAction],
 				renderItem: this.renderItem

app/views/RoomInfoView/Livechat.js

@@ -44,7 +44,7 @@ const Livechat = ({ room, roomUser, theme }) => {
 		}
 	};
 
-	useEffect(() => { getRoom(); }, []);
+	useEffect(() => { getRoom(); }, [room]);
 
 	return (
 		<>

app/views/RoomInfoView/index.js

@@ -195,6 +195,7 @@ class RoomInfoView extends React.Component {
 	}
 
 	loadRoom = async() => {
+		const { room: roomState } = this.state;
 		const { route } = this.props;
 		let room = route.params?.room;
 		if (room && room.observe) {
@@ -208,7 +209,7 @@ class RoomInfoView extends React.Component {
 				const result = await RocketChat.getRoomInfo(this.rid);
 				if (result.success) {
 					({ room } = result);
-					this.setState({ room });
+					this.setState({ room: { ...roomState, ...room } });
 				}
 			} catch (e) {
 				log(e);

app/views/RoomView/index.js

@@ -282,6 +282,11 @@ class RoomView extends React.Component {
 		console.countReset(`${ this.constructor.name }.render calls`);
 	}
 
+	get isOmnichannel() {
+		const { room } = this.state;
+		return room.t === 'l';
+	}
+
 	setHeader = () => {
 		const { room, unreadsCount, roomUserId: stateRoomUserId } = this.state;
 		const {
@@ -678,8 +683,15 @@ class RoomView extends React.Component {
 	setLastOpen = lastOpen => this.setState({ lastOpen });
 
 	joinRoom = async() => {
+		logEvent(events.ROOM_JOIN);
 		try {
-			await RocketChat.joinRoom(this.rid, this.t);
+			const { room } = this.state;
+
+			if (this.isOmnichannel) {
+				await RocketChat.takeInquiry(room._id);
+			} else {
+				await RocketChat.joinRoom(this.rid, this.t);
+			}
 			this.internalSetState({
 				joined: true
 			});
@@ -896,7 +908,7 @@ class RoomView extends React.Component {
 						style={[styles.joinRoomButton, { backgroundColor: themes[theme].actionTintColor }]}
 						theme={theme}
 					>
-						<Text style={[styles.joinRoomText, { color: themes[theme].buttonText }]} testID='room-view-join-button'>{I18n.t('Join')}</Text>
+						<Text style={[styles.joinRoomText, { color: themes[theme].buttonText }]} testID='room-view-join-button'>{I18n.t(this.isOmnichannel ? 'Take_it' : 'Join')}</Text>
 					</Touch>
 				</View>
 			);

app/views/RoomsListView/ListHeader/Queue.js

@@ -0,0 +1,49 @@
+import React from 'react';
+import { View, Text, StyleSheet } from 'react-native';
+import PropTypes from 'prop-types';
+
+import Touch from '../../../utils/touch';
+import I18n from '../../../i18n';
+import styles from '../styles';
+import { themes } from '../../../constants/colors';
+import { withTheme } from '../../../theme';
+import UnreadBadge from '../../../presentation/UnreadBadge';
+
+const Queue = React.memo(({
+	searching, goQueue, queueSize, inquiryEnabled, theme
+}) => {
+	if (searching > 0 || !inquiryEnabled) {
+		return null;
+	}
+	return (
+		<Touch
+			onPress={goQueue}
+			theme={theme}
+			style={{ backgroundColor: themes[theme].headerSecondaryBackground }}
+		>
+			<View
+				style={[
+					styles.dropdownContainerHeader,
+					{ borderBottomWidth: StyleSheet.hairlineWidth, borderColor: themes[theme].separatorColor }
+				]}
+			>
+				<Text style={[styles.sortToggleText, { color: themes[theme].auxiliaryText }]}>{I18n.t('Queued_chats')}</Text>
+				<UnreadBadge
+					style={styles.sortIcon}
+					unread={queueSize}
+					theme={theme}
+				/>
+			</View>
+		</Touch>
+	);
+});
+
+Queue.propTypes = {
+	searching: PropTypes.bool,
+	goQueue: PropTypes.func,
+	queueSize: PropTypes.number,
+	inquiryEnabled: PropTypes.bool,
+	theme: PropTypes.string
+};
+
+export default withTheme(Queue);

app/views/RoomsListView/ListHeader/index.js

@@ -1,6 +1,7 @@
 import React from 'react';
 import PropTypes from 'prop-types';
 
+import Queue from './Queue';
 import Directory from './Directory';
 import Sort from './Sort';
 
@@ -8,11 +9,15 @@ const ListHeader = React.memo(({
 	searching,
 	sortBy,
 	toggleSort,
-	goDirectory
+	goDirectory,
+	goQueue,
+	queueSize,
+	inquiryEnabled
 }) => (
 	<>
 		<Directory searching={searching} goDirectory={goDirectory} />
 		<Sort searching={searching} sortBy={sortBy} toggleSort={toggleSort} />
+		<Queue searching={searching} goQueue={goQueue} queueSize={queueSize} inquiryEnabled={inquiryEnabled} />
 	</>
 ));
 
@@ -20,7 +25,10 @@ ListHeader.propTypes = {
 	searching: PropTypes.bool,
 	sortBy: PropTypes.string,
 	toggleSort: PropTypes.func,
-	goDirectory: PropTypes.func
+	goDirectory: PropTypes.func,
+	goQueue: PropTypes.func,
+	queueSize: PropTypes.number,
+	inquiryEnabled: PropTypes.bool
 };
 
 export default ListHeader;

app/views/RoomsListView/index.js

@@ -62,6 +62,8 @@ import { goRoom } from '../../utils/goRoom';
 import SafeAreaView from '../../containers/SafeAreaView';
 import Header, { getHeaderTitlePosition } from '../../containers/Header';
 import { withDimensions } from '../../dimensions';
+import { showErrorAlert } from '../../utils/info';
+import { getInquiryQueueSelector } from '../../selectors/inquiry';
 
 const INITIAL_NUM_TO_RENDER = isTablet ? 20 : 12;
 const CHATS_HEADER = 'Chats';
@@ -90,7 +92,9 @@ const shouldUpdateProps = [
 	'appState',
 	'theme',
 	'isMasterDetail',
-	'refreshing'
+	'refreshing',
+	'queueSize',
+	'inquiryEnabled'
 ];
 const getItemLayout = (data, index) => ({
 	length: ROW_HEIGHT,
@@ -131,7 +135,9 @@ class RoomsListView extends React.Component {
 		isMasterDetail: PropTypes.bool,
 		rooms: PropTypes.array,
 		width: PropTypes.number,
-		insets: PropTypes.object
+		insets: PropTypes.object,
+		queueSize: PropTypes.number,
+		inquiryEnabled: PropTypes.bool
 	};
 
 	constructor(props) {
@@ -671,6 +677,20 @@ class RoomsListView extends React.Component {
 		}
 	};
 
+	goQueue = () => {
+		logEvent(events.RL_GO_QUEUE);
+		const { navigation, isMasterDetail, queueSize } = this.props;
+		// prevent navigation to empty list
+		if (!queueSize) {
+			return showErrorAlert(I18n.t('Queue_is_empty'), I18n.t('Oops'));
+		}
+		if (isMasterDetail) {
+			navigation.navigate('ModalStackNavigator', { screen: 'QueueListView' });
+		} else {
+			navigation.navigate('QueueListView');
+		}
+	};
+
 	goRoom = ({ item, isMasterDetail }) => {
 		logEvent(events.RL_GO_TO_ROOM);
 		const { item: currentItem } = this.state;
@@ -787,13 +807,16 @@ class RoomsListView extends React.Component {
 
 	renderListHeader = () => {
 		const { searching } = this.state;
-		const { sortBy } = this.props;
+		const { sortBy, queueSize, inquiryEnabled } = this.props;
 		return (
 			<ListHeader
 				searching={searching}
 				sortBy={sortBy}
 				toggleSort={this.toggleSort}
 				goDirectory={this.goDirectory}
+				goQueue={this.goQueue}
+				queueSize={queueSize}
+				inquiryEnabled={inquiryEnabled}
 			/>
 		);
 	};
@@ -960,7 +983,9 @@ const mapStateToProps = state => ({
 	useRealName: state.settings.UI_Use_Real_Name,
 	appState: state.app.ready && state.app.foreground ? 'foreground' : 'background',
 	StoreLastMessage: state.settings.Store_Last_Message,
-	rooms: state.room.rooms
+	rooms: state.room.rooms,
+	queueSize: getInquiryQueueSelector(state).length,
+	inquiryEnabled: state.inquiry.enabled
 });
 
 const mapDispatchToProps = dispatch => ({