Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/twilio/incoming_message_service.rb

@@ -0,0 +1,212 @@
+class Twilio::IncomingMessageService
+  include ::FileTypeHelper
+
+  pattr_initialize [:params!]
+
+  def perform
+    return if twilio_channel.blank?
+
+    set_contact
+    set_conversation
+    @message = @conversation.messages.build(
+      content: message_body,
+      account_id: @inbox.account_id,
+      inbox_id: @inbox.id,
+      message_type: :incoming,
+      sender: @contact,
+      source_id: params[:SmsSid]
+    )
+    attach_files
+    attach_location if location_message?
+    @message.save!
+  end
+
+  private
+
+  def twilio_channel
+    @twilio_channel ||= ::Channel::TwilioSms.find_by(messaging_service_sid: params[:MessagingServiceSid]) if params[:MessagingServiceSid].present?
+    if params[:AccountSid].present? && params[:To].present?
+      @twilio_channel ||= ::Channel::TwilioSms.find_by(account_sid: params[:AccountSid],
+                                                       phone_number: params[:To])
+    end
+    log_channel_not_found if @twilio_channel.blank?
+    @twilio_channel
+  end
+
+  def log_channel_not_found
+    Rails.logger.warn(
+      '[TWILIO] Incoming message channel lookup failed ' \
+      "account_sid=#{params[:AccountSid]} " \
+      "to=#{params[:To]} " \
+      "messaging_service_sid=#{params[:MessagingServiceSid]} " \
+      "sms_sid=#{params[:SmsSid]}"
+    )
+  end
+
+  def inbox
+    @inbox ||= twilio_channel.inbox
+  end
+
+  def account
+    @account ||= inbox.account
+  end
+
+  def phone_number
+    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
+
+  def message_body
+    params[:Body]&.delete("\u0000")
+  end
+
+  def set_contact
+    source_id = twilio_channel.whatsapp? ? normalized_phone_number : params[:From]
+
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: source_id,
+      inbox: inbox,
+      contact_attributes: contact_attributes
+    ).perform
+
+    @contact_inbox = contact_inbox
+    @contact = contact_inbox.contact
+
+    # Update existing contact name if ProfileName is available and current name is just phone number
+    update_contact_name_if_needed
+  end
+
+  def conversation_params
+    {
+      account_id: @inbox.account_id,
+      inbox_id: @inbox.id,
+      contact_id: @contact.id,
+      contact_inbox_id: @contact_inbox.id,
+      additional_attributes: additional_attributes
+    }
+  end
+
+  def set_conversation
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations.where
+                                    .not(status: :resolved).last
+                    end
+    return if @conversation
+
+    @conversation = ::Conversation.create!(conversation_params)
+  end
+
+  def contact_attributes
+    {
+      name: contact_name,
+      phone_number: phone_number,
+      additional_attributes: additional_attributes
+    }
+  end
+
+  def contact_name
+    params[:ProfileName].presence || formatted_phone_number
+  end
+
+  def additional_attributes
+    if twilio_channel.sms?
+      {
+        from_zip_code: params[:FromZip],
+        from_country: params[:FromCountry],
+        from_state: params[:FromState]
+      }
+    else
+      {}
+    end
+  end
+
+  def attach_files
+    num_media = params[:NumMedia].to_i
+    return if num_media.zero?
+
+    num_media.times do |i|
+      media_url = params[:"MediaUrl#{i}"]
+      attach_single_file(media_url) if media_url.present?
+    end
+  end
+
+  def attach_single_file(media_url)
+    attachment_file = download_attachment_file(media_url)
+    return if attachment_file.blank?
+
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: file_type(attachment_file.content_type),
+      file: {
+        io: attachment_file,
+        filename: attachment_file.original_filename,
+        content_type: attachment_file.content_type
+      }
+    )
+  end
+
+  def download_attachment_file(media_url)
+    download_with_auth(media_url)
+  rescue Down::Error, Down::ClientError => e
+    handle_download_attachment_error(e, media_url)
+  end
+
+  def download_with_auth(media_url)
+    auth_credentials = if twilio_channel.api_key_sid.present?
+                         # When using api_key_sid, the auth token should be the api_secret_key
+                         [twilio_channel.api_key_sid, twilio_channel.auth_token]
+                       else
+                         # When using account_sid, the auth token is the account's auth token
+                         [twilio_channel.account_sid, twilio_channel.auth_token]
+                       end
+
+    Down.download(media_url, http_basic_authentication: auth_credentials)
+  end
+
+  def handle_download_attachment_error(error, media_url)
+    Rails.logger.info "Error downloading attachment from Twilio: #{error.message}: Retrying without auth"
+    Down.download(media_url)
+  rescue StandardError => e
+    Rails.logger.info "Error downloading attachment from Twilio: #{e.message}: Skipping"
+    nil
+  end
+
+  def location_message?
+    params[:MessageType] == 'location' && params[:Latitude].present? && params[:Longitude].present?
+  end
+
+  def attach_location
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: :location,
+      coordinates_lat: params[:Latitude].to_f,
+      coordinates_long: params[:Longitude].to_f
+    )
+  end
+
+  def update_contact_name_if_needed
+    return if params[:ProfileName].blank?
+    return if @contact.name == params[:ProfileName]
+
+    # Only update if current name exactly matches the phone number or formatted phone number
+    return unless contact_name_matches_phone_number?
+
+    @contact.update!(name: params[:ProfileName])
+  end
+
+  def contact_name_matches_phone_number?
+    @contact.name == phone_number || @contact.name == formatted_phone_number
+  end
+end