RocketChat/Rocket.Chat · warning · Meteor.Error

isAgentAvailableToTakeContactInquiryResult.error

Error message

isAgentAvailableToTakeContactInquiryResult.error

What it means

takeInquiry consults isAgentAvailableToTakeContactInquiry; on a false result it rethrows Meteor.Error(result.error) with a code produced by that check. In Community Edition the base implementation always returns { value: true }, so this only fires on Enterprise with the 'contact-id-verification' license module. The EE patch returns one of: 'error-invalid-contact' (contact record missing/disabled), 'error-unknown-contact' (contact flagged unknown while Livechat_Block_Unknown_Contacts is on), or 'error-unverified-contact' (channel unverified while Livechat_Block_Unverified_Contacts is on).

Source

Thrown at apps/meteor/server/lib/omnichannel/takeInquiry.ts:55

			method: 'livechat:takeInquiry',
			...(process.env.TEST_MODE && {
				Livechat_enabled_when_agent_idle: settings.get<boolean>('Livechat_enabled_when_agent_idle'),
				Livechat_accept_chats_with_no_agents: settings.get<boolean>('Livechat_accept_chats_with_no_agents'),
				user: await Users.findOneById(userId),
			}),
		});
	}

	const room = await LivechatRooms.findOneById(inquiry.rid);
	if (!room || !(await Omnichannel.isWithinMACLimit(room))) {
		throw new Meteor.Error('error-mac-limit-reached');
	}

	const contactId = room.contactId ?? (await migrateVisitorIfMissingContact(room.v._id, room.source));
	if (contactId) {
		const isAgentAvailableToTakeContactInquiryResult = await isAgentAvailableToTakeContactInquiry(inquiry.v._id, room.source, contactId);
		if (!isAgentAvailableToTakeContactInquiryResult.value) {
			throw new Meteor.Error(isAgentAvailableToTakeContactInquiryResult.error);
		}
	}

	const agent = {
		agentId: user._id,
		username: user.username,
	};

	await RoutingManager.takeInquiry(inquiry, agent, options ?? {}, room);
};

View on GitHub (pinned to b2c16d5842)

Solutions

1. Read err.error from the caught Meteor.Error to know which of the three codes fired
2. For error-invalid-contact: restore/enable the contact record in the Contacts manager or let the inquiry be closed
3. For error-unknown-contact: mark the contact as known or disable Livechat_Block_Unknown_Contacts
4. For error-unverified-contact: verify the contact's channel in the contact record or disable Livechat_Block_Unverified_Contacts
5. Confirm the license actually includes contact-id-verification; without the module the patched check is inactive

Example fix

// before
await Meteor.callAsync('livechat:takeInquiry', inquiryId);

// after
try {
  await Meteor.callAsync('livechat:takeInquiry', inquiryId);
} catch (err) {
  if (['error-invalid-contact', 'error-unknown-contact', 'error-unverified-contact'].includes(err?.error)) {
    // surface contact verification guidance to the agent instead of a generic failure
    return notifyContactBlocked(err.error);
  }
  throw err;
}

// if you control the caller and license, pre-check the same conditions the EE patch enforces
const contact = await LivechatContacts.findOneEnabledById(contactId, { projection: { unknown: 1, channels: 1 } });
const blocked = !contact
  || (contact.unknown && settings.get('Livechat_Block_Unknown_Contacts'))
  || (!hasVerifiedChannel(contact.channels, visitorId, source) && settings.get('Livechat_Block_Unverified_Contacts'));
if (blocked) {
  return warnAgent('contact is blocked by verification policy');
}
await Meteor.callAsync('livechat:takeInquiry', inquiryId);

type Availability = { error: string; value: false } | { value: true };

function isBlockedResult(v: Availability): v is { error: string; value: false } {
  return v.value === false;
}

try {
  await Meteor.callAsync('livechat:takeInquiry', inquiryId);
} catch (err) {
  const blocked = ['error-invalid-contact', 'error-unknown-contact', 'error-unverified-contact'];
  if (err instanceof Meteor.Error && blocked.includes(err.error)) {
    // guide the agent: verify the contact or adjust block-unknown/unverified settings
  } else {
    throw err;
  }
}

When it happens

Trigger: An EE workspace with the contact-id-verification module takes an inquiry where: the contact document was deleted/disabled, an unknown contact is blocked by Livechat_Block_Unknown_Contacts, or the visitor's channel isn't verified and Livechat_Block_Unverified_Contacts is enabled.

Common situations: Compliance deployments that block unknown/unverified contacts (WhatsApp/SMS verification flows), contacts merged or deleted in the contact manager while their inquiry was queued, or the verification settings enabled after inquiries were already created.

Related errors

• error-action-not-allowed
• error-contact-not-found
• error-visitor-not-found
• room-still-open
• improper-room-state

AI-assisted analysis of RocketChat/Rocket.Chat@b2c16d5842 (2026-08-18). Data as JSON: /api/errors/83f7951b5be15c70. Report an issue: GitHub.