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fix: normalize phone numbers during whatsapp channel lookup (#13709)

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Fixes
https://linear.app/chatwoot/issue/PLA-99/whatsapp-messages-dropped-for-brazilargentina-numbers-due-to-phone
Fixes https://github.com/chatwoot/chatwoot/issues/14492

Meta's WhatsApp Cloud API includes `display_phone_number` in webhook
payloads, but its format can differ from the number stored in Chatwoot's
channel record.
In Brazil, Meta omits the mobile 9 prefix. For example, it sends
55419XXXXXXX (12 digits) instead of 554199XXXXXXX (13 digits). In
Argentina, Meta adds an extra 9 after the country code. For example, it
sends 549XXXXXXXXXX instead of 54XXXXXXXXXX.
The whatsapp event job uses `display_phone_number` for an exact-match
channel lookup. When the formats do not match, the lookup returns nil
and the incoming message is silently dropped, logging:

`Inactive WhatsApp channel: unknown - <phone_number>.`

The fix extends `get_channel_from_wb_payload` to fall back to normalized
phone number matching using the existing PhoneNumberNormalizationService
normalizers (Brazil, Argentina), which were previously only used for
contact-level lookups.

---------

Co-authored-by: Sojan Jose <sojan@pepalo.com>
Co-authored-by: Copilot <175728472+Copilot@users.noreply.github.com>
Co-authored-by: Muhsin <12408980+muhsin-k@users.noreply.github.com>
This commit is contained in:
Muhsin Keloth
2026-07-22 10:33:40 +04:00
committed by GitHub
co-authored by Sojan Jose Copilot Muhsin
parent 89b83c65c8
commit e65e18e9c5
4 changed files with 132 additions and 17 deletions
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app/controllers/webhooks/whatsapp_controller.rb
+4 -12
View File
@@ -47,18 +47,10 @@ class Webhooks::WhatsappController < ActionController::API
metadata = params.dig(:entry, 0, :changes, 0, :value, :metadata)
return if metadata.blank?
phone_number = normalized_phone_number(metadata[:display_phone_number])
phone_number_id = metadata[:phone_number_id]
channel = Channel::Whatsapp.find_by(phone_number: phone_number)
return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
end
def normalized_phone_number(phone_number)
return if phone_number.blank?
phone_number = phone_number.to_s
phone_number.start_with?('+') ? phone_number : "+#{phone_number}"
Whatsapp::WebhookChannelFinderService.new(
display_phone_number: metadata[:display_phone_number],
phone_number_id: metadata[:phone_number_id]
).perform
end
def inactive_whatsapp_number?