RocketChat/Rocket.Chat · error · Error

No valid agent found

Error message

No valid agent found

What it means

Thrown by the `livechat.checkAgentBeforeTakeInquiry` callback when `Users.getAgentAndAmountOngoingChats(agentId, departmentId)` returns null — the agent could not be found as a livechat agent with queue info. It is a plain `Error`; logged at debug level with the agentId. It is distinct from the chat-limit error which throws when the agent exists but is over capacity.

Source

Thrown at apps/meteor/ee/server/hooks/omnichannel/checkAgentBeforeTakeInquiry.ts:54

		cbLogger.debug('Provided agent is not online');
		throw new Error('Provided agent is not online');
	}

	if (!settings.get('Livechat_waiting_queue')) {
		cbLogger.info({ msg: 'Chat can be taken by Agent: waiting queue is disabled', agentId });
		return agent;
	}

	if (await allowAgentSkipQueue(agent)) {
		cbLogger.info({ msg: 'Chat can be taken by Agent: agent can skip queue', agentId });
		return agent;
	}

	const { department: departmentId } = inquiry;
	const user = await Users.getAgentAndAmountOngoingChats(agentId, departmentId);
	if (!user) {
		cbLogger.debug({ msg: 'No valid agent found', agentId });
		throw new Error('No valid agent found');
	}

	const { queueInfo: { chats = 0, chatsForDepartment = 0 } = {} } = user;

	if (await isAgentWithinChatLimits({ agentId, departmentId, totalChats: chats, departmentChats: chatsForDepartment })) {
		return user;
	}
	throw new Error('error-max-number-simultaneous-chats-reached');
};

callbacks.add('livechat.checkAgentBeforeTakeInquiry', validateMaxChats, callbacks.priority.MEDIUM, 'livechat-before-take-inquiry');

View on GitHub (pinned to f9d3ec372b)

Solutions

  1. Confirm the user is registered as a livechat agent with a valid department assignment.
  2. Re-fetch/refresh the agent record; ensure `livechat` agent info exists on the user document.
  3. Verify the inquiry's `department` matches a department the agent belongs to.
Defensive patterns

Strategy: validation

Validate before calling

import { Users } from '../../../../server/models';

async function agentHasQueueInfo(agentId: string, departmentId: string): Promise<boolean> {
	return Boolean(await Users.getAgentAndAmountOngoingChats(agentId, departmentId));
}

Type guard

function isNoValidAgentError(e: unknown): boolean {
	return e instanceof Error && e.message === 'No valid agent found';
}

Try / catch

try {
	await callbacks.run('livechat.checkAgentBeforeTakeInquiry', inquiry, agent);
} catch (e) {
	if (e instanceof Error && e.message === 'No valid agent found') {
		// user is not a registered livechat agent for this department
	}
	throw e;
}

Prevention

When it happens

Trigger: The take-inquiry callback, after confirming the agent is online and the waiting queue is enabled and the agent cannot skip queue, looks up the agent via `getAgentAndAmountOngoingChats` and gets null back.

Common situations: Agent user record lacks livechat agent metadata (not registered as a livechat agent); agent was deleted/deactivated between the online check and this lookup; departmentId points to a department the agent isn't part of.

Related errors

AI-assisted analysis of RocketChat/Rocket.Chat@f9d3ec372b (2026-08-12). Data as JSON: /api/errors/1a5d7bef310ef7ba. Report an issue: GitHub.