RocketChat/Rocket.Chat · error

error-user-is-offline

error-user-is-offline

Error message

error-user-is-offline

What it means

forwardRoomToAgent resolves the target with Users.findOneOnlineAgentById(agentId, Livechat_enabled_when_agent_idle, Livechat_accept_chats_with_no_agents); a null result throws error-user-is-offline. Whether away/busy/idle agents count as online depends on those two settings, so the same agent can be a valid forward target on one workspace and not on another.

Source

Thrown at apps/meteor/server/lib/omnichannel/Helper.ts:510

		userId: transferData.userId,
	});

	const { userId: agentId, clientAction } = transferData;
	if (!agentId) {
		throw new Error('error-invalid-agent');
	}
	const user = await Users.findOneOnlineAgentById(
		agentId,
		settings.get<boolean>('Livechat_enabled_when_agent_idle'),
		settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
		{},
	);
	if (!user) {
		logger.debug({
			msg: 'Agent is offline. Cannot forward',
			agentId,
		});
		throw new Error('error-user-is-offline');
	}

	const { _id: rid, servedBy: oldServedBy } = room;
	const inquiry = await LivechatInquiry.findOneByRoomId(rid, {});
	if (!inquiry) {
		logger.debug({
			msg: 'No inquiries found for room. Cannot forward',
			roomId: room._id,
		});
		throw new Error('error-invalid-inquiry');
	}

	if (oldServedBy && agentId === oldServedBy._id) {
		throw new Error('error-selected-agent-room-agent-are-same');
	}

	const { username } = user;
	const agent = { agentId, username };

View on GitHub (pinned to b2c16d5842)

Solutions

1. Pick a different online agent, or forward to the department queue instead
2. Enable Livechat_enabled_when_agent_idle if business rules allow idle agents to receive forwards
3. Check the target agent's livechat availability toggle and connection before retrying

const agent = await Users.findOneOnlineAgentById(
  agentId,
  settings.get('Livechat_enabled_when_agent_idle'),
  settings.get('Livechat_accept_chats_with_no_agents'),
  { projection: { _id: 1 } },
);
if (!agent) {
  // pick another agent or forward to the department queue instead
}

try {
  await forwardRoomToAgent(room, transferData, guest);
} catch (err) {
  if (err instanceof Error && err.message === 'error-user-is-offline') {
    // offer department forward or another online agent
  } else throw err;
}

When it happens

Trigger: Forwarding a livechat room to an agent whose status is away/busy while Livechat_enabled_when_agent_idle is false; agent logged out mid-shift; agent turned off their livechat availability.

Common situations: Agents forgetting to return status to online; retrying a forward after the target agent went idle; workspace tightened the idle-agent settings.

Related errors

• error-invalid-agent
• error-invalid-inquiry
• error-selected-agent-room-agent-are-same
• error-transferring-inquiry
• error-transferring-inquiry-no-department

AI-assisted analysis of RocketChat/Rocket.Chat@b2c16d5842 (2026-08-18). Data as JSON: /api/errors/38fb0b92b5a39835. Report an issue: GitHub.