From ac93290c9a79a6ecd8a96e18a0fa6b2628356fc9 Mon Sep 17 00:00:00 2001
From: Aakash Bakhle <48802744+aakashb95@users.noreply.github.com>
Date: Mon, 16 Mar 2026 18:54:12 +0530
Subject: [PATCH] fix: skip captain auto-open for templates (#13802)

# Pull Request Template

## Description

WhatsApp template messages are treated as outgoing human messages so
conversations are automatically marked Open, preventing Captain from
responding. #13673

This PR fixes the behaviour for template messages, so that captain can
respond to them.

## Type of change


- [x] Bug fix (non-breaking change which fixes an issue)

## How Has This Been Tested?

Please describe the tests that you ran to verify your changes. Provide
instructions so we can reproduce. Please also list any relevant details
for your test configuration.


## Checklist:

- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [x] I have commented on my code, particularly in hard-to-understand
areas
- [ ] I have made corresponding changes to the documentation
- [x] My changes generate no new warnings
- [x] I have added tests that prove my fix is effective or that my
feature works
- [x] New and existing unit tests pass locally with my changes
- [x] Any dependent changes have been merged and published in downstream
modules
---
 enterprise/app/models/enterprise/message.rb | 6 ++++++
 1 file changed, 6 insertions(+)

diff --git a/enterprise/app/models/enterprise/message.rb b/enterprise/app/models/enterprise/message.rb
index bee6c2f0e..4b08a4ed5 100644
--- a/enterprise/app/models/enterprise/message.rb
+++ b/enterprise/app/models/enterprise/message.rb
@@ -5,6 +5,7 @@ module Enterprise::Message
     return unless captain_pending_conversation?
     return unless human_response?
     return if private?
+    return if template_bootstrap_message?
 
     previous_user = Current.user
     previous_executed_by = Current.executed_by
@@ -28,6 +29,11 @@ module Enterprise::Message
     ::CaptainInbox.exists?(inbox_id: conversation.inbox_id)
   end
 
+  def template_bootstrap_message?
+    additional_attributes['template_params'].present? &&
+      !conversation.messages.incoming.exists?
+  end
+
   def create_captain_auto_open_activity_message
     ::Conversations::ActivityMessageJob.perform_later(
       conversation,