Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/whatsapp/incoming_message_base_service.rb

@@ -0,0 +1,230 @@
+# Mostly modeled after the intial implementation of the service based on 360 Dialog
+# https://docs.360dialog.com/whatsapp-api/whatsapp-api/media
+# https://developers.facebook.com/docs/whatsapp/api/media/
+class Whatsapp::IncomingMessageBaseService
+  include ::Whatsapp::IncomingMessageServiceHelpers
+
+  pattr_initialize [:inbox!, :params!, :outgoing_echo]
+
+  def perform
+    processed_params
+
+    if processed_params.try(:[], :statuses).present?
+      process_statuses
+    elsif messages_data.present?
+      process_messages
+    end
+  end
+
+  # Returns messages array for both regular messages and echo events
+  def messages_data
+    @processed_params&.dig(:messages) || @processed_params&.dig(:message_echoes)
+  end
+
+  private
+
+  def process_messages
+    # We don't support reactions & ephemeral message now, we need to skip processing the message
+    # if the webhook event is a reaction or an ephermal message or an unsupported message.
+    return if unprocessable_message_type?(message_type)
+
+    # Multiple webhook events can be received for the same message due to
+    # misconfigurations in the Meta business manager account.
+    # We use an atomic Redis SET NX to prevent concurrent workers from both
+    # processing the same message simultaneously.
+    return if find_message_by_source_id(messages_data.first[:id])
+    return unless lock_message_source_id!
+
+    set_contact
+    return unless @contact
+
+    ActiveRecord::Base.transaction do
+      set_conversation
+      create_messages
+    end
+  end
+
+  def process_statuses
+    return unless find_message_by_source_id(@processed_params[:statuses].first[:id])
+
+    update_message_with_status(@message, @processed_params[:statuses].first)
+  rescue ArgumentError => e
+    Rails.logger.error "Error while processing whatsapp status update #{e.message}"
+  end
+
+  def update_message_with_status(message, status)
+    message.status = status[:status]
+    if status[:status] == 'failed' && status[:errors].present?
+      error = status[:errors]&.first
+      message.external_error = "#{error[:code]}: #{error[:title]}"
+    end
+    message.save!
+  end
+
+  def create_messages
+    message = messages_data.first
+    log_error(message) && return if error_webhook_event?(message)
+
+    process_in_reply_to(message)
+
+    message_type == 'contacts' ? create_contact_messages(message) : create_regular_message(message)
+  end
+
+  def create_contact_messages(message)
+    message['contacts'].each do |contact|
+      # Pass source_id from parent message since contact objects don't have :id
+      create_message(contact, source_id: message[:id])
+      attach_contact(contact)
+      @message.save!
+    end
+  end
+
+  def create_regular_message(message)
+    create_message(message, source_id: message[:id])
+    attach_files
+    attach_location if message_type == 'location'
+    @message.save!
+  end
+
+  def set_contact
+    if outgoing_echo
+      set_contact_from_echo
+    else
+      set_contact_from_message
+    end
+  end
+
+  def set_contact_from_echo
+    # For echo messages, contact phone is in the 'to' field
+    phone_number = messages_data.first[:to]
+    waid = processed_waid(phone_number)
+
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: waid,
+      inbox: inbox,
+      contact_attributes: { name: "+#{phone_number}", phone_number: "+#{phone_number}" }
+    ).perform
+
+    @contact_inbox = contact_inbox
+    @contact = contact_inbox.contact
+  end
+
+  def set_contact_from_message
+    contact_params = @processed_params[:contacts]&.first
+    return if contact_params.blank?
+
+    waid = processed_waid(contact_params[:wa_id])
+
+    contact_inbox = ::ContactInboxWithContactBuilder.new(
+      source_id: waid,
+      inbox: inbox,
+      contact_attributes: { name: contact_params.dig(:profile, :name), phone_number: "+#{messages_data.first[:from]}" }
+    ).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_with_profile_name(contact_params)
+  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 attach_files
+    return if %w[text button interactive location contacts].include?(message_type)
+
+    attachment_payload = messages_data.first[message_type.to_sym]
+    @message.content ||= attachment_payload[:caption]
+
+    attachment_file = download_attachment_file(attachment_payload)
+    return if attachment_file.blank?
+
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: file_content_type(message_type),
+      file: {
+        io: attachment_file,
+        filename: attachment_file.original_filename,
+        content_type: attachment_file.content_type
+      }
+    )
+  end
+
+  def attach_location
+    location = messages_data.first['location']
+    location_name = location['name'] ? "#{location['name']}, #{location['address']}" : ''
+    @message.attachments.new(
+      account_id: @message.account_id,
+      file_type: file_content_type(message_type),
+      coordinates_lat: location['latitude'],
+      coordinates_long: location['longitude'],
+      fallback_title: location_name,
+      external_url: location['url']
+    )
+  end
+
+  def create_message(message, source_id: nil)
+    content_attrs = outgoing_echo ? { external_echo: true } : {}
+    content_attrs[:in_reply_to_external_id] = @in_reply_to_external_id if @in_reply_to_external_id.present?
+
+    @message = @conversation.messages.build(
+      content: message_content(message),
+      account_id: @inbox.account_id,
+      inbox_id: @inbox.id,
+      message_type: outgoing_echo ? :outgoing : :incoming,
+      # Set status to :delivered for echo messages to prevent SendReplyJob from trying to send them
+      status: outgoing_echo ? :delivered : :sent,
+      sender: outgoing_echo ? nil : @contact,
+      source_id: (source_id || message[:id]).to_s,
+      content_attributes: content_attrs
+    )
+  end
+
+  def attach_contact(contact)
+    phones = contact[:phones]
+    phones = [{ phone: 'Phone number is not available' }] if phones.blank?
+
+    name_info = contact['name'] || {}
+    contact_meta = {
+      firstName: name_info['first_name'],
+      lastName: name_info['last_name']
+    }.compact
+
+    phones.each do |phone|
+      @message.attachments.new(
+        account_id: @message.account_id,
+        file_type: file_content_type(message_type),
+        fallback_title: phone[:phone].to_s,
+        meta: contact_meta
+      )
+    end
+  end
+
+  def update_contact_with_profile_name(contact_params)
+    profile_name = contact_params.dig(:profile, :name)
+    return if profile_name.blank?
+    return if @contact.name == profile_name
+
+    # Only update if current name exactly matches the phone number or formatted phone number
+    return unless contact_name_matches_phone_number?
+
+    @contact.update!(name: profile_name)
+  end
+
+  def contact_name_matches_phone_number?
+    phone_number = "+#{messages_data.first[:from]}"
+    formatted_phone_number = TelephoneNumber.parse(phone_number).international_number
+    @contact.name == phone_number || @contact.name == formatted_phone_number
+  end
+end