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

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>
2026-07-22 10:33:40 +04:00
parent 89b83c65c8
commit e65e18e9c5
4 changed files with 132 additions and 17 deletions
@@ -345,6 +345,94 @@ RSpec.describe Webhooks::WhatsappEventsJob do
      end.not_to change(Conversation, :count)
    end

+    it 'finds channel using normalized Brazil phone number when display_phone_number is missing the 9 digit' do
+      brazil_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                 sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: brazil_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: brazil_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel using normalized Argentina phone number when display_phone_number has extra 9 digit' do
+      argentina_channel = create(:channel_whatsapp, phone_number: '+541112345678', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: argentina_channel.provider_config['phone_number_id'],
+                display_phone_number: '5491112345678'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: argentina_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel when display_phone_number contains formatting characters' do
+      formatted_channel = create(:channel_whatsapp, phone_number: '+14155552671', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: formatted_channel.provider_config['phone_number_id'],
+                display_phone_number: '+1 415-555-2671'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: formatted_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'prefers the phone_number_id match when a raw display_phone_number collision exists' do
+      normalized_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                     sync_templates: false, validate_provider_config: false)
+      create(:channel_whatsapp, phone_number: '+554199887766', provider: 'whatsapp_cloud',
+                                sync_templates: false, validate_provider_config: false).tap do |raw_channel|
+        raw_channel.update!(provider_config: raw_channel.provider_config.merge('phone_number_id' => 'other-id'))
+      end
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: normalized_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: normalized_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
    it 'will not enque Whatsapp::IncomingMessageWhatsappCloudService when invalid phone number id' do
      other_channel = create(:channel_whatsapp, phone_number: '+1987654', provider: 'whatsapp_cloud', sync_templates: false,
                                                validate_provider_config: false)