RocketChat/Rocket.Chat · error · Error

Provided agent is not online

Error message

Provided agent is not online

What it means

Thrown by the `livechat.checkAgentBeforeTakeInquiry` callback when `checkOnlineAgents(undefined, agent)` returns false, meaning the provided agent is not currently considered online/available. It is a plain `Error`; logged at debug level first. It prevents taking an inquiry by an agent who cannot accept it.

Source

Thrown at apps/meteor/ee/server/hooks/omnichannel/checkAgentBeforeTakeInquiry.ts:37

		department: string;
	};
	options: {
		forwardingToDepartment?: {
			oldDepartmentId: string;
			transferData: any;
		};
		clientAction?: boolean;
	};
}) => {
	if (!inquiry?._id || !agent?.agentId) {
		cbLogger.debug('No inquiry or agent provided');
		throw new Error('No inquiry or agent provided');
	}
	const { agentId } = agent;

	if (!(await checkOnlineAgents(undefined, agent))) {
		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');
	}

View on GitHub (pinned to f9d3ec372b)

Solutions

1. Have the agent set their livechat status to available/online before taking the inquiry.
2. Verify `checkOnlineAgents` reflects current status (no stale cache).
3. Reassign the inquiry to an online agent.

import { checkOnlineAgents } from '../../../../server/lib/livechat';

async function agentIsOnline(agent: ILivechatAgent): Promise<boolean> {
	return checkOnlineAgents(undefined, agent);
}

function isAgentNotOnlineError(e: unknown): boolean {
	return e instanceof Error && e.message === 'Provided agent is not online';
}

try {
	await callbacks.run('livechat.checkAgentBeforeTakeInquiry', inquiry, agent);
} catch (e) {
	if (e instanceof Error && e.message === 'Provided agent is not online') {
		// agent must set status to available first
	}
	throw e;
}

When it happens

Trigger: Invoking the take-inquiry callback for an agent whose livechat status is offline/away, so `checkOnlineAgents` returns false.

Common situations: Agent set themselves away/offline then attempted to take an inquiry; agent's livechat availability not yet synced; agent removed from service while action in flight.

Related errors

• No valid agent found
• error-forwarding-department-target-not-allowed
• error-max-number-simultaneous-chats-reached
• error-invalid-sla
• error-invalid-priority

AI-assisted analysis of RocketChat/Rocket.Chat@f9d3ec372b (2026-08-12). Data as JSON: /api/errors/e3a807c741b0468c. Report an issue: GitHub.