chore: disable template messages

app/services/app_store/review_builder.rb

@@ -113,7 +113,12 @@ class AppStore::ReviewBuilder
 
   def build_response_message
     return if response_id.blank?
-    return if @conversation.messages.exists?(source_id: response_id)
+
+    message = @conversation.messages.find_by(source_id: response_id)
+    if message
+      message.update!(content: response_body, content_attributes: response_metadata, updated_at: response_created_at)
+      return
+    end
 
     @conversation.messages.create!(
       account_id: inbox.account_id,

app/services/message_templates/hook_execution_service.rb

@@ -21,8 +21,7 @@ class MessageTemplates::HookExecutionService
 
   def should_send_out_of_office_message?
     return false if conversation.campaign.present?
-    # should not send if its a tweet message
-    return false if conversation.tweet?
+    return false if review_inbox_or_tweet_conversation?
     # should not send for outbound messages
     return false unless message.incoming?
     # prevents sending out-of-office message if an agent has sent a message in last 5 minutes
@@ -38,12 +37,15 @@ class MessageTemplates::HookExecutionService
 
   def should_send_greeting?
     return false if conversation.campaign.present?
-    # should not send if its a tweet message
-    return false if conversation.tweet?
+    return false if review_inbox_or_tweet_conversation?
 
     first_message_from_contact? && inbox.greeting_enabled? && inbox.greeting_message.present?
   end
 
+  def review_inbox_or_tweet_conversation?
+    conversation.tweet? || inbox.app_store?
+  end
+
   def email_collect_was_sent?
     conversation.messages.where(content_type: 'input_email').present?
   end

spec/services/app_store/review_builder_spec.rb

@@ -69,5 +69,23 @@ RSpec.describe AppStore::ReviewBuilder do
 
       expect(inbox.conversations.last.messages.incoming.find_by(source_id: 'review-1').content).to include('Updated review body.')
     end
+
+    it 'updates an existing developer response message when Apple returns an edited response' do
+      described_class.new(review_payload: review_payload, channel: channel).perform
+      updated_payload = review_payload.deep_dup
+      updated_payload['response']['attributes']['responseBody'] = 'Updated response.'
+      updated_payload['response']['attributes']['state'] = 'PENDING_PUBLISH'
+      updated_payload['response']['attributes']['lastModifiedDate'] = '2026-05-20T12:00:00-00:00'
+
+      expect { described_class.new(review_payload: updated_payload, channel: channel).perform }
+        .not_to change(Message.where(inbox_id: inbox.id), :count)
+
+      response_message = inbox.conversations.last.messages.outgoing.find_by(source_id: 'response-1')
+      expect(response_message.content).to eq('Updated response.')
+      expect(response_message.content_attributes['app_store']).to include(
+        'response_state' => 'PENDING_PUBLISH',
+        'response_last_modified_date' => '2026-05-20T12:00:00-00:00'
+      )
+    end
   end
 end

spec/services/message_templates/hook_execution_service_spec.rb

@@ -270,4 +270,28 @@ describe MessageTemplates::HookExecutionService do
       expect(out_of_office_service).not_to receive(:perform)
     end
   end
+
+  context 'when the inbox is an App Store Reviews channel' do
+    let(:channel) { create(:channel_app_store) }
+    let(:inbox) { channel.inbox }
+    let(:conversation) { create(:conversation, inbox: inbox, account: channel.account) }
+
+    it 'does not fire the greeting template even when greeting_enabled is true' do
+      inbox.update!(greeting_enabled: true, greeting_message: 'Thanks for reviewing!')
+      allow(MessageTemplates::Template::Greeting).to receive(:new)
+
+      create(:message, conversation: conversation, account: conversation.account)
+
+      expect(MessageTemplates::Template::Greeting).not_to have_received(:new)
+    end
+
+    it 'does not fire the out-of-office template even when configured' do
+      inbox.update!(working_hours_enabled: true, out_of_office_message: 'Back tomorrow')
+      allow(MessageTemplates::Template::OutOfOffice).to receive(:new)
+
+      create(:message, conversation: conversation, account: conversation.account)
+
+      expect(MessageTemplates::Template::OutOfOffice).not_to have_received(:new)
+    end
+  end
 end