fix: Extend phone number normalization to Twilio WhatsApp (#12655)

### Problem WhatsApp Cloud channels already handle Brazil/Argentina phone number format mismatches (PRs #12492, #11173), but Twilio WhatsApp channels were creating duplicate contacts when: - Template sent to new format: `whatsapp:+5541988887777` (13 digits) - User responds from old format: `whatsapp:+554188887777` (12 digits) ### Solution The solution extends the existing phone number normalization infrastructure to support both WhatsApp providers while handling their different payload formats: ### Provider Format Differences - **WhatsApp Cloud**: `wa_id: "919745786257"` (clean number) - **Twilio WhatsApp**: `From: "whatsapp:+919745786257"` (prefixed format) ### Test Coverage #### Brazil Phone Number Tests **Case 1: New Format (13 digits with "9")** - **Test 1**: No existing contact → Creates new contact with original format - **Test 2**: Contact exists in same format → Appends to existing conversation **Case 2: Old Format (12 digits without "9")** - **Test 3**: Contact exists in old format → Appends to existing conversation - **Test 4** *(Critical)*: Contact exists in new format, message in old format → Finds existing contact, prevents duplicate - **Test 5**: No contact exists → Creates new contact with incoming format #### Argentina Phone Number Tests **Case 3: With "9" after country code** - **Test 6**: No existing contact → Creates new contact - **Test 7**: Contact exists in normalized format → Uses existing contact **Case 4: Without "9" after country code** - **Test 8**: Contact exists in same format → Appends to existing - **Test 9**: No contact exists → Creates new contact Fixes https://linear.app/chatwoot/issue/CW-5565/inconsistencies-for-mobile-numbersargentina-brazil-and-mexico-numbers
2025-10-28 18:16:29 +05:30
parent 7e8fe78ecd
commit 26ea87a6cb
5 changed files with 278 additions and 22 deletions
--- a/app/services/twilio/incoming_message_service.rb
+++ b/app/services/twilio/incoming_message_service.rb
@@ -44,6 +44,12 @@ class Twilio::IncomingMessageService
    twilio_channel.sms? ? params[:From] : params[:From].gsub('whatsapp:', '')
  end

+  def normalized_phone_number
+    return phone_number unless twilio_channel.whatsapp?
+
+    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider("whatsapp:#{phone_number}", :twilio)
+  end
+
  def formatted_phone_number
    TelephoneNumber.parse(phone_number).international_number
  end
@@ -53,8 +59,10 @@ class Twilio::IncomingMessageService
  end

  def set_contact
+    source_id = twilio_channel.whatsapp? ? normalized_phone_number : params[:From]
+
    contact_inbox = ::ContactInboxWithContactBuilder.new(
-      source_id: params[:From],
+      source_id: source_id,
      inbox: inbox,
      contact_attributes: contact_attributes
    ).perform
--- a/app/services/whatsapp/incoming_message_service_helpers.rb
+++ b/app/services/whatsapp/incoming_message_service_helpers.rb
@@ -47,17 +47,8 @@ module Whatsapp::IncomingMessageServiceHelpers
    %w[reaction ephemeral unsupported request_welcome].include?(message_type)
  end

-  def argentina_phone_number?(phone_number)
-    phone_number.match(/^54/)
-  end
-
-  def normalised_argentina_mobil_number(phone_number)
-    # Remove 9 before country code
-    phone_number.sub(/^549/, '54')
-  end
-
  def processed_waid(waid)
-    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact(waid)
+    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider(waid, :cloud)
  end

  def error_webhook_event?(message)
--- a/app/services/whatsapp/phone_number_normalization_service.rb
+++ b/app/services/whatsapp/phone_number_normalization_service.rb
@@ -1,23 +1,32 @@
 # Service to handle phone number normalization for WhatsApp messages
 # Currently supports Brazil and Argentina phone number format variations
-# Designed to be extensible for additional countries in future PRs
-#
-# Usage: Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact(waid)
+# Supports both WhatsApp Cloud API and Twilio WhatsApp providers
 class Whatsapp::PhoneNumberNormalizationService
  def initialize(inbox)
    @inbox = inbox
  end

-  # Main entry point for phone number normalization
-  # Returns the source_id of an existing contact if found, otherwise returns original waid
-  def normalize_and_find_contact(waid)
-    normalizer = find_normalizer_for_country(waid)
-    return waid unless normalizer
+  # @param raw_number [String] The phone number in provider-specific format
+  #   - Cloud: "5541988887777" (clean number)
+  #   - Twilio: "whatsapp:+5541988887777" (prefixed format)
+  # @param provider [Symbol] :cloud or :twilio
+  # @return [String] Normalized source_id in provider format or original if not found
+  def normalize_and_find_contact_by_provider(raw_number, provider)
+    # Extract clean number based on provider format
+    clean_number = extract_clean_number(raw_number, provider)

-    normalized_waid = normalizer.normalize(waid)
-    existing_contact_inbox = find_existing_contact_inbox(normalized_waid)
+    # Find appropriate normalizer for the country
+    normalizer = find_normalizer_for_country(clean_number)
+    return raw_number unless normalizer

-    existing_contact_inbox&.source_id || waid
+    # Normalize the clean number
+    normalized_clean_number = normalizer.normalize(clean_number)
+
+    # Format for provider and check for existing contact
+    provider_format = format_for_provider(normalized_clean_number, provider)
+    existing_contact_inbox = find_existing_contact_inbox(provider_format)
+
+    existing_contact_inbox&.source_id || raw_number
  end

  private
@@ -33,6 +42,26 @@ class Whatsapp::PhoneNumberNormalizationService
    inbox.contact_inboxes.find_by(source_id: normalized_waid)
  end

+  # Extract clean number from provider-specific format
+  def extract_clean_number(raw_number, provider)
+    case provider
+    when :twilio
+      raw_number.gsub(/^whatsapp:\+/, '') # Remove prefix: "whatsapp:+5541988887777" → "5541988887777"
+    else
+      raw_number # Default fallback for unknown providers
+    end
+  end
+
+  # Format normalized number for provider-specific storage
+  def format_for_provider(clean_number, provider)
+    case provider
+    when :twilio
+      "whatsapp:+#{clean_number}" # Add prefix: "5541988887777" → "whatsapp:+5541988887777"
+    else
+      clean_number # Default for :cloud and unknown providers: "5541988887777"
+    end
+  end
+
  NORMALIZERS = [
    Whatsapp::PhoneNormalizers::BrazilPhoneNormalizer,
    Whatsapp::PhoneNormalizers::ArgentinaPhoneNormalizer
--- a/spec/factories/channel/twilio_sms.rb
+++ b/spec/factories/channel/twilio_sms.rb
@@ -13,5 +13,9 @@ FactoryBot.define do
      sequence(:phone_number) { |n| "+123456789#{n}1" }
      messaging_service_sid { nil }
    end
+
+    trait :whatsapp do
+      medium { :whatsapp }
+    end
  end
 end
--- a/spec/services/twilio/incoming_message_service_spec.rb
+++ b/spec/services/twilio/incoming_message_service_spec.rb
@@ -402,6 +402,230 @@ describe Twilio::IncomingMessageService do
        existing_contact.reload
        expect(existing_contact.name).to eq('Alice Johnson')
      end
+
+      describe 'When the incoming number is a Brazilian number in new format with 9 included' do
+        let!(:whatsapp_twilio_channel) do
+          create(:channel_twilio_sms, :whatsapp, account: account, account_sid: 'ACxxx',
+                                                 inbox: create(:inbox, account: account, greeting_enabled: false))
+        end
+
+        it 'creates appropriate conversations, message and contacts if contact does not exist' do
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+5541988887777',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Brazil',
+            ProfileName: 'João Silva'
+          }
+
+          described_class.new(params: params).perform
+
+          expect(whatsapp_twilio_channel.inbox.conversations.count).not_to eq(0)
+          expect(whatsapp_twilio_channel.inbox.contacts.first.name).to eq('João Silva')
+          expect(whatsapp_twilio_channel.inbox.messages.first.content).to eq('Test message from Brazil')
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+5541988887777')
+        end
+
+        it 'appends to existing contact if contact inbox exists' do
+          # Create existing contact with same format
+          normalized_contact = create(:contact, account: account, phone_number: '+5541988887777')
+          contact_inbox = create(:contact_inbox, source_id: 'whatsapp:+5541988887777', contact: normalized_contact,
+                                                 inbox: whatsapp_twilio_channel.inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_twilio_channel.inbox, contact_inbox: contact_inbox)
+
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+5541988887777',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Another message from Brazil',
+            ProfileName: 'João Silva'
+          }
+
+          described_class.new(params: params).perform
+
+          # No new conversation should be created
+          expect(whatsapp_twilio_channel.inbox.conversations.count).to eq(1)
+          # Message appended to the last conversation
+          expect(last_conversation.messages.last.content).to eq('Another message from Brazil')
+        end
+      end
+
+      describe 'When incoming number is a Brazilian number in old format without the 9 included' do
+        let!(:whatsapp_twilio_channel) do
+          create(:channel_twilio_sms, :whatsapp, account: account, account_sid: 'ACxxx',
+                                                 inbox: create(:inbox, account: account, greeting_enabled: false))
+        end
+
+        it 'appends to existing contact when contact inbox exists in old format' do
+          # Create existing contact with old format (12 digits)
+          old_contact = create(:contact, account: account, phone_number: '+554188887777')
+          contact_inbox = create(:contact_inbox, source_id: 'whatsapp:+554188887777', contact: old_contact, inbox: whatsapp_twilio_channel.inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_twilio_channel.inbox, contact_inbox: contact_inbox)
+
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+554188887777',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Brazil old format',
+            ProfileName: 'Maria Silva'
+          }
+
+          described_class.new(params: params).perform
+
+          # No new conversation should be created
+          expect(whatsapp_twilio_channel.inbox.conversations.count).to eq(1)
+          # Message appended to the last conversation
+          expect(last_conversation.messages.last.content).to eq('Test message from Brazil old format')
+        end
+
+        it 'appends to existing contact when contact inbox exists in new format' do
+          # Create existing contact with new format (13 digits)
+          normalized_contact = create(:contact, account: account, phone_number: '+5541988887777')
+          contact_inbox = create(:contact_inbox, source_id: 'whatsapp:+5541988887777', contact: normalized_contact,
+                                                 inbox: whatsapp_twilio_channel.inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_twilio_channel.inbox, contact_inbox: contact_inbox)
+
+          # Incoming message with old format (12 digits)
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+554188887777',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Brazil',
+            ProfileName: 'João Silva'
+          }
+
+          described_class.new(params: params).perform
+
+          # Should find and use existing contact, not create duplicate
+          expect(whatsapp_twilio_channel.inbox.conversations.count).to eq(1)
+          # Message appended to the existing conversation
+          expect(last_conversation.messages.last.content).to eq('Test message from Brazil')
+          # Should use the existing contact's source_id (normalized format)
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+5541988887777')
+        end
+
+        it 'creates contact inbox with incoming number when no existing contact' do
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+554188887777',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Brazil',
+            ProfileName: 'Carlos Silva'
+          }
+
+          described_class.new(params: params).perform
+
+          expect(whatsapp_twilio_channel.inbox.conversations.count).not_to eq(0)
+          expect(whatsapp_twilio_channel.inbox.contacts.first.name).to eq('Carlos Silva')
+          expect(whatsapp_twilio_channel.inbox.messages.first.content).to eq('Test message from Brazil')
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+554188887777')
+        end
+      end
+
+      describe 'When the incoming number is an Argentine number with 9 after country code' do
+        let!(:whatsapp_twilio_channel) do
+          create(:channel_twilio_sms, :whatsapp, account: account, account_sid: 'ACxxx',
+                                                 inbox: create(:inbox, account: account, greeting_enabled: false))
+        end
+
+        it 'creates appropriate conversations, message and contacts if contact does not exist' do
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+5491123456789',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Argentina',
+            ProfileName: 'Carlos Mendoza'
+          }
+
+          described_class.new(params: params).perform
+
+          expect(whatsapp_twilio_channel.inbox.conversations.count).not_to eq(0)
+          expect(whatsapp_twilio_channel.inbox.contacts.first.name).to eq('Carlos Mendoza')
+          expect(whatsapp_twilio_channel.inbox.messages.first.content).to eq('Test message from Argentina')
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+5491123456789')
+        end
+
+        it 'appends to existing contact if contact inbox exists with normalized format' do
+          # Create existing contact with normalized format (without 9 after country code)
+          normalized_contact = create(:contact, account: account, phone_number: '+541123456789')
+          contact_inbox = create(:contact_inbox, source_id: 'whatsapp:+541123456789', contact: normalized_contact,
+                                                 inbox: whatsapp_twilio_channel.inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_twilio_channel.inbox, contact_inbox: contact_inbox)
+
+          # Incoming message with 9 after country code
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+5491123456789',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Argentina',
+            ProfileName: 'Carlos Mendoza'
+          }
+
+          described_class.new(params: params).perform
+
+          # Should find and use existing contact, not create duplicate
+          expect(whatsapp_twilio_channel.inbox.conversations.count).to eq(1)
+          # Message appended to the existing conversation
+          expect(last_conversation.messages.last.content).to eq('Test message from Argentina')
+          # Should use the normalized source_id from existing contact
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+541123456789')
+        end
+      end
+
+      describe 'When incoming number is an Argentine number without 9 after country code' do
+        let!(:whatsapp_twilio_channel) do
+          create(:channel_twilio_sms, :whatsapp, account: account, account_sid: 'ACxxx',
+                                                 inbox: create(:inbox, account: account, greeting_enabled: false))
+        end
+
+        it 'appends to existing contact when contact inbox exists with same format' do
+          # Create existing contact with same format (without 9)
+          contact = create(:contact, account: account, phone_number: '+541123456789')
+          contact_inbox = create(:contact_inbox, source_id: 'whatsapp:+541123456789', contact: contact, inbox: whatsapp_twilio_channel.inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_twilio_channel.inbox, contact_inbox: contact_inbox)
+
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+541123456789',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Argentina',
+            ProfileName: 'Ana García'
+          }
+
+          described_class.new(params: params).perform
+
+          # No new conversation should be created
+          expect(whatsapp_twilio_channel.inbox.conversations.count).to eq(1)
+          # Message appended to the last conversation
+          expect(last_conversation.messages.last.content).to eq('Test message from Argentina')
+        end
+
+        it 'creates contact inbox with incoming number when no existing contact' do
+          params = {
+            SmsSid: 'SMxx',
+            From: 'whatsapp:+541123456789',
+            AccountSid: 'ACxxx',
+            MessagingServiceSid: whatsapp_twilio_channel.messaging_service_sid,
+            Body: 'Test message from Argentina',
+            ProfileName: 'Diego López'
+          }
+
+          described_class.new(params: params).perform
+
+          expect(whatsapp_twilio_channel.inbox.conversations.count).not_to eq(0)
+          expect(whatsapp_twilio_channel.inbox.contacts.first.name).to eq('Diego López')
+          expect(whatsapp_twilio_channel.inbox.messages.first.content).to eq('Test message from Argentina')
+          expect(whatsapp_twilio_channel.inbox.contact_inboxes.first.source_id).to eq('whatsapp:+541123456789')
+        end
+      end
    end
  end
 end