From 2144de92f26a6cab7614ae6c7b9ab4a66d935e97 Mon Sep 17 00:00:00 2001 From: Tanmay Deep Sharma <32020192+tds-1@users.noreply.github.com> Date: Tue, 21 Jul 2026 16:21:40 +0530 Subject: [PATCH] fix(whatsapp): reopen conversation across a contact's coexistence identities (#15098) MIME-Version: 1.0 Content-Type: text/plain; charset=UTF-8 Content-Transfer-Encoding: 8bit WhatsApp contacts using coexistence are identified by more than one source ID (a phone `wa_id` and a `BR.`/BSUID identity), so a single contact ends up owning multiple `contact_inbox` records. The "reopen the same conversation" feature scoped conversation reuse to a single `contact_inbox`, so messages arriving under a different identity of the same contact started a brand-new conversation — even with reopen enabled — producing duplicate conversations. This scopes reuse to the contact across all of its `contact_inbox` records in the inbox instead of a single `contact_inbox`. ## Closes - [CW-7651 ](https://linear.app/chatwoot/issue/CW-7651/duplicate-conversations) ## How to reproduce 1. On a WhatsApp Cloud inbox with "reopen the same conversation" (lock to single conversation) enabled. 2. Have a coexistence contact whose webhooks alternate between carrying the phone `wa_id` and only the BSUID identity. 3. Before: each identity opens its own conversation → duplicates. After: incoming messages reopen the contact's existing conversation regardless of which identity the webhook carried. ## What changed - `Whatsapp::IncomingMessageBaseService#set_conversation` now looks up reusable conversations via `@contact.conversations.where(inbox_id: @inbox.id)` instead of `@contact_inbox.conversations`. - Updated existing specs to wire the conversation's `contact` to the contact_inbox's contact, mirroring production data. --- .../whatsapp/incoming_message_base_service.rb | 8 ++++--- .../whatsapp/incoming_message_service_spec.rb | 22 +++++++++---------- 2 files changed, 16 insertions(+), 14 deletions(-) diff --git a/app/services/whatsapp/incoming_message_base_service.rb b/app/services/whatsapp/incoming_message_base_service.rb index 00936ff15..09632c5b1 100644 --- a/app/services/whatsapp/incoming_message_base_service.rb +++ b/app/services/whatsapp/incoming_message_base_service.rb @@ -113,12 +113,14 @@ class Whatsapp::IncomingMessageBaseService end def set_conversation + # Scope reuse to the contact across all its contact_inboxes in this inbox: WhatsApp coexistence + # gives one contact multiple source_ids (phone + BSUID), so reopen must not be limited to a single contact_inbox. + conversations = @contact.conversations.where(inbox_id: @inbox.id) # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved @conversation = if @inbox.lock_to_single_conversation - @contact_inbox.conversations.last + conversations.last else - @contact_inbox.conversations - .where.not(status: :resolved).last + conversations.where.not(status: :resolved).last end return if @conversation diff --git a/spec/services/whatsapp/incoming_message_service_spec.rb b/spec/services/whatsapp/incoming_message_service_spec.rb index 430aa1561..01b569cb9 100644 --- a/spec/services/whatsapp/incoming_message_service_spec.rb +++ b/spec/services/whatsapp/incoming_message_service_spec.rb @@ -34,8 +34,8 @@ describe Whatsapp::IncomingMessageService do it 'appends to last conversation when if conversation already exists' do contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from]) - 2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) } - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + 2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) } + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(3) @@ -46,7 +46,7 @@ describe Whatsapp::IncomingMessageService do it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do whatsapp_channel.inbox.update(lock_to_single_conversation: true) contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from]) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) last_conversation.update(status: 'resolved') described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created @@ -59,7 +59,7 @@ describe Whatsapp::IncomingMessageService do it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do whatsapp_channel.inbox.update(lock_to_single_conversation: false) contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from]) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) last_conversation.update(status: 'resolved') described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # new conversation should be created @@ -70,7 +70,7 @@ describe Whatsapp::IncomingMessageService do it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do whatsapp_channel.inbox.update(lock_to_single_conversation: false) contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from]) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # new conversation should be created @@ -238,7 +238,7 @@ describe Whatsapp::IncomingMessageService do end before do - create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform end @@ -453,7 +453,7 @@ describe Whatsapp::IncomingMessageService do it 'appends to existing contact if contact inbox exists' do contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(1) @@ -468,7 +468,7 @@ describe Whatsapp::IncomingMessageService do context 'when a contact inbox exists in the old format without 9 included' do it 'appends to existing contact' do contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(1) @@ -480,7 +480,7 @@ describe Whatsapp::IncomingMessageService do context 'when a contact inbox exists in the new format with 9 included' do it 'appends to existing contact' do contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: '5541988887777') - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(1) @@ -515,7 +515,7 @@ describe Whatsapp::IncomingMessageService do # Normalized format removes the 9 after country code normalized_wa_id = '541123456789' contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: normalized_wa_id) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(1) @@ -532,7 +532,7 @@ describe Whatsapp::IncomingMessageService do context 'when a contact inbox exists with the same format' do it 'appends to existing contact' do contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id) - last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) + last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) described_class.new(inbox: whatsapp_channel.inbox, params: params).perform # no new conversation should be created expect(whatsapp_channel.inbox.conversations.count).to eq(1)