Restructure omni services and add Chatwoot research snapshot

research/chatwoot/spec/mailboxes/application_mailbox_spec.rb

@@ -0,0 +1,112 @@
+require 'rails_helper'
+
+RSpec.describe ApplicationMailbox do
+  include ActionMailbox::TestHelper
+
+  describe 'route the inbound mail to appropriate mailbox' do
+    let(:welcome_mail) { create_inbound_email_from_fixture('welcome.eml') }
+    let(:reply_mail) { create_inbound_email_from_fixture('reply.eml') }
+    let(:reply_cc_mail) { create_inbound_email_from_fixture('reply_cc.eml') }
+    let(:reply_mail_without_uuid) { create_inbound_email_from_fixture('reply.eml') }
+    let(:reply_mail_with_in_reply_to) { create_inbound_email_from_fixture('in_reply_to.eml') }
+    let(:support_mail) { create_inbound_email_from_fixture('support.eml') }
+    let(:mail_with_invalid_to_address) { create_inbound_email_from_fixture('mail_with_invalid_to.eml') }
+    let(:mail_with_invalid_to_address_2) { create_inbound_email_from_fixture('mail_with_invalid_to_2.eml') }
+
+    describe 'Default' do
+      it 'catchall mails route to Default Mailbox' do
+        dbl = double
+        expect(DefaultMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route welcome_mail
+      end
+    end
+
+    describe 'Reply' do
+      it 'routes reply emails to Reply Mailbox' do
+        dbl = double
+        expect(ReplyMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route reply_mail
+      end
+
+      it 'routes reply emails to Reply Mailbox without uuid' do
+        dbl = double
+        expect(ReplyMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route reply_mail_without_uuid
+      end
+    end
+
+    describe 'Support' do
+      let!(:channel_email) { create(:channel_email) }
+
+      it 'routes support emails to Reply Mailbox when mail is to channel email' do
+        # this email is hardcoded in the support.eml, that's why we are updating this
+        # With NewConversationStrategy, all channel emails route to ReplyMailbox
+        channel_email.update(email: 'care@example.com')
+        dbl = double
+        expect(ReplyMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route support_mail
+      end
+
+      it 'routes support emails to Reply Mailbox when mail is to channel forward to email' do
+        # this email is hardcoded in the support.eml, that's why we are updating this
+        # With NewConversationStrategy, all channel emails route to ReplyMailbox
+        channel_email.update(forward_to_email: 'care@example.com')
+        dbl = double
+        expect(ReplyMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route support_mail
+      end
+
+      it 'routes support emails to Reply Mailbox with cc email' do
+        # With NewConversationStrategy, all channel emails route to ReplyMailbox
+        channel_email.update(email: 'test@example.com')
+        dbl = double
+        expect(ReplyMailbox).to receive(:new).and_return(dbl)
+        expect(dbl).to receive(:perform_processing).and_return(true)
+        described_class.route reply_cc_mail
+      end
+
+      it 'skips routing when BCC processing is disabled for account' do
+        allow(GlobalConfigService).to receive(:load).with('SKIP_INCOMING_BCC_PROCESSING', '').and_return(channel_email.account_id.to_s)
+
+        # Create a BCC-only email scenario
+        bcc_mail = create_inbound_email_from_fixture('support.eml')
+        bcc_mail.mail['to'] = nil
+        bcc_mail.mail['bcc'] = 'care@example.com'
+
+        channel_email.update(email: 'care@example.com')
+
+        expect(DefaultMailbox).to receive(:new).and_return(double.tap { |d| expect(d).to receive(:perform_processing) })
+        described_class.route bcc_mail
+      end
+    end
+
+    describe 'Invalid Mail To Address' do
+      let(:logger) { double }
+
+      before do
+        allow(Rails).to receive(:logger).and_return(logger)
+        allow(logger).to receive(:error)
+      end
+
+      it 'will not raise error when mail.to header is malformed format 1' do
+        expect(logger).to receive(:error).with("Email to address header is malformed `#{mail_with_invalid_to_address.mail.to}`")
+        expect do
+          described_class.route mail_with_invalid_to_address
+        end.not_to raise_error
+      end
+
+      it 'will not raise error when mail.to header is malformed format 2' do
+        expect(logger).to receive(:error).with("Email to address header is malformed `#{mail_with_invalid_to_address_2.mail.to}`")
+
+        expect do
+          described_class.route mail_with_invalid_to_address_2
+        end.not_to raise_error
+      end
+    end
+  end
+end

research/chatwoot/spec/mailboxes/imap/imap_mailbox_spec.rb

@@ -0,0 +1,317 @@
+require 'rails_helper'
+
+RSpec.describe Imap::ImapMailbox do
+  include ActionMailbox::TestHelper
+
+  describe '#process' do
+    let(:account) { create(:account) }
+    let(:agent) { create(:user, email: 'agent@example.com', account: account) }
+    let(:channel) { create(:channel_email, :imap_email) }
+    let(:inbox) { channel.inbox }
+    let!(:contact) { create(:contact, email: 'email@gmail.com', phone_number: '+919584546666', account: account, identifier: '123') }
+    let(:conversation) { Conversation.where(inbox_id: channel.inbox).last }
+    let(:class_instance) { described_class.new }
+
+    before do
+      create(:contact_inbox, contact_id: contact.id, inbox_id: channel.inbox.id)
+    end
+
+    context 'when the email is from a new contact' do
+      let(:inbound_mail) { create_inbound_email_from_mail(from: 'testemail@gmail.com', to: 'imap@gmail.com', subject: 'Hello!') }
+
+      it 'creates the contact and conversation with message' do
+        expect do
+          class_instance.process(inbound_mail.mail, channel)
+        end.to change(Conversation, :count).by(1)
+
+        expect(conversation.contact.email).to eq(inbound_mail.mail.from.first)
+        expect(conversation.additional_attributes['source']).to eq('email')
+        expect(conversation.messages.empty?).to be false
+      end
+    end
+
+    context 'when the email with has empty text content' do
+      let(:inbound_mail) { create_inbound_email_from_fixture('attachments_without_text.eml') }
+
+      it 'creates a converstation and a message properly' do
+        expect do
+          class_instance.process(inbound_mail.mail, channel)
+        end.to change(Conversation, :count).by(1)
+
+        expect(conversation.contact.email).to eq(inbound_mail.mail.from.first)
+        expect(conversation.messages.last.attachments.count).to be 2
+      end
+    end
+
+    context 'when the email has attachments with no filename' do
+      let(:inbound_mail) { create_inbound_email_from_fixture('attachments_without_filename.eml') }
+
+      it 'creates a conversation and a message with properly named attachments' do
+        expect do
+          class_instance.process(inbound_mail.mail, channel)
+        end.to change(Conversation, :count).by(1)
+
+        last_message = conversation.messages.last
+        expect(last_message.attachments.count).to be 2
+
+        filenames = last_message.attachments.map(&:file).map { |file| file.blob.filename.to_s }
+        expect(filenames.all? { |filename| filename.present? && filename.start_with?('attachment_') }).to be true
+      end
+    end
+
+    context 'when the email has inline attachments other than images' do
+      let(:inbound_mail) { create_inbound_email_from_fixture('email_with_inline_pdf.eml') }
+
+      it 'creates a conversation and a message with non-image files as regular attachments' do
+        expect do
+          class_instance.process(inbound_mail.mail, channel)
+        end.to change(Conversation, :count).by(1)
+
+        last_message = conversation.messages.last
+        expect(last_message.attachments.count).to be 1
+
+        attachment = last_message.attachments.first
+        expect(attachment.file.blob.filename.to_s).to eq 'dummy.pdf'
+      end
+    end
+
+    context 'when the email has 15 or more attachments' do
+      let(:inbound_mail) { create_inbound_email_from_fixture('multiple_attachments.eml') }
+
+      it 'creates a converstation and a message properly' do
+        expect do
+          class_instance.process(inbound_mail.mail, channel)
+        end.to change(Conversation, :count).by(1)
+
+        expect(conversation.contact.email).to eq(inbound_mail.mail.from.first)
+        expect(conversation.messages.last.attachments.count).to be 15
+      end
+    end
+
+    context 'when a new email from existing contact' do
+      let(:inbound_mail) { create_inbound_email_from_mail(from: 'email@gmail.com', to: 'imap@gmail.com', subject: 'Hello!') }
+
+      it 'creates a new conversation with message' do
+        class_instance.process(inbound_mail.mail, channel)
+        expect(conversation.contact.email).to eq(contact.email)
+        expect(conversation.additional_attributes['source']).to eq('email')
+        expect(conversation.messages.empty?).to be false
+      end
+    end
+
+    context 'when a new email with invalid from' do
+      let(:inbound_mail) { create_inbound_email_from_mail(from: 'invalidemail', to: 'imap@gmail.com', subject: 'Hello!') }
+
+      it 'does not create a new conversation' do
+        expect { class_instance.process(inbound_mail.mail, channel) }.not_to raise_error
+      end
+    end
+
+    context 'when an auto reply email' do
+      let(:auto_reply_mail) { create_inbound_email_from_fixture('auto_reply.eml') }
+
+      it 'does not create a new conversation' do
+        expect { class_instance.process(auto_reply_mail.mail, channel) }.to change(Conversation, :count)
+        expect(Conversation.last.additional_attributes['auto_reply']).to be true
+      end
+    end
+
+    context 'when the email is bounced' do
+      let!(:bounced_mail) { create_inbound_email_from_fixture('bounced_gmail.eml') }
+
+      it 'processes the bounced email' do
+        expect { class_instance.process(bounced_mail.mail, channel) }.to change(Message, :count)
+        expect(Message.last.content_attributes['email']['auto_reply']).to be true
+        expect(Conversation.last.additional_attributes['auto_reply']).to be true
+      end
+    end
+
+    context 'when a reply for existing email conversation' do
+      let(:prev_conversation) { create(:conversation, account: account, inbox: channel.inbox, assignee: agent) }
+      let(:reply_mail) do
+        create_inbound_email_from_mail(from: 'email@gmail.com', to: 'imap@gmail.com', subject: 'Hello!', in_reply_to: 'test-in-reply-to')
+      end
+
+      it 'appends new email to the existing conversation' do
+        create(
+          :message,
+          content: 'Incoming Message',
+          message_type: 'incoming',
+          inbox: inbox,
+          account: account,
+          conversation: prev_conversation
+        )
+        create(
+          :message,
+          content: 'Outgoing Message',
+          message_type: 'outgoing',
+          inbox: inbox,
+          source_id: 'test-in-reply-to',
+          account: account,
+          conversation: prev_conversation
+        )
+
+        expect(prev_conversation.messages.size).to eq(2)
+
+        class_instance.process(reply_mail.mail, channel)
+
+        expect(prev_conversation.messages.size).to eq(3)
+        expect(prev_conversation.messages.last.content_attributes['email']['from']).to eq(reply_mail.mail.from)
+        expect(prev_conversation.messages.last.content_attributes['email']['to']).to eq(reply_mail.mail.to)
+        expect(prev_conversation.messages.last.content_attributes['email']['subject']).to eq(reply_mail.mail.subject)
+        expect(prev_conversation.messages.last.content_attributes['email']['in_reply_to']).to eq(reply_mail.mail.in_reply_to)
+      end
+    end
+
+    context 'when a new conversation with nil in_reply_to' do
+      let(:prev_conversation) { create(:conversation, account: account, inbox: channel.inbox, assignee: agent) }
+      let(:reply_mail) do
+        create_inbound_email_from_mail(from: 'email@gmail.com', to: 'imap@gmail.com', subject: 'Hello!', in_reply_to: nil)
+      end
+
+      it 'appends new email to the existing conversation' do
+        create(
+          :message,
+          content: 'Incoming Message',
+          message_type: 'incoming',
+          inbox: inbox,
+          account: account,
+          conversation: prev_conversation
+        )
+        create(
+          :message,
+          content: 'Outgoing Message',
+          message_type: 'outgoing',
+          inbox: inbox,
+          source_id: nil,
+          account: account,
+          conversation: prev_conversation
+        )
+
+        expect(prev_conversation.messages.size).to eq(2)
+
+        class_instance.process(reply_mail.mail, channel)
+
+        expect(prev_conversation.messages.size).to eq(2)
+
+        new_converstion_message = Conversation.last.messages.last.content_attributes
+        expect(new_converstion_message['email']['subject']).to eq('Hello!')
+      end
+    end
+
+    context 'when a reply for non existing email conversation' do
+      let(:reply_mail) do
+        create_inbound_email_from_mail(from: 'email@gmail.com', to: 'imap@gmail.com', subject: 'Hello!', in_reply_to: 'test-in-reply-to')
+      end
+      let(:references_email) { create_inbound_email_from_fixture('references.eml') }
+
+      it 'creates new email conversation with incoming in-reply-to' do
+        class_instance.process(reply_mail.mail, channel)
+        expect(conversation.additional_attributes['in_reply_to']).to eq(reply_mail.mail.in_reply_to)
+      end
+
+      it 'append email to conversation with references id' do
+        inbox = Inbox.last
+        message = create(
+          :message,
+          content: 'Incoming Message',
+          message_type: 'incoming',
+          inbox: inbox,
+          source_id: 'test-reference-id',
+          account: account,
+          conversation: conversation
+        )
+        conversation = message.conversation
+
+        expect(conversation.messages.size).to eq(1)
+
+        class_instance.process(references_email.mail, inbox.channel)
+
+        expect(conversation.messages.size).to eq(2)
+        expect(conversation.messages.last.content).to eq('References Email')
+        expect(references_email.mail.references).to include('test-reference-id')
+      end
+
+      it 'append email to conversation with reference id string' do
+        inbox = Inbox.last
+        message = create(
+          :message,
+          content: 'Incoming Message',
+          message_type: 'incoming',
+          inbox: inbox,
+          source_id: 'test-reference-id-2',
+          account: account,
+          conversation: conversation
+        )
+        conversation = message.conversation
+
+        expect(conversation.messages.size).to eq(1)
+
+        references_email.mail.references = 'test-reference-id-2'
+        class_instance.process(references_email.mail, inbox.channel)
+
+        expect(conversation.messages.size).to eq(2)
+        expect(conversation.messages.last.content).to eq('References Email')
+        expect(references_email.mail.references).to include('test-reference-id-2')
+      end
+    end
+
+    context 'when a reply for a conversation has multiple in_reply_to' do
+      let(:multiple_in_reply_to_mail) { create_inbound_email_from_fixture('multiple_in_reply_to.eml').mail }
+
+      it 'creates conversation taking the first in_reply_to email' do
+        class_instance.process(multiple_in_reply_to_mail, channel)
+        expect(conversation.additional_attributes['in_reply_to']).to eq(multiple_in_reply_to_mail.in_reply_to.first)
+      end
+    end
+
+    context 'when a reply to a conversation started by an agent' do
+      let(:agent_conversation) { create(:conversation, account: account, inbox: channel.inbox, assignee: agent) }
+      let(:reply_mail_with_fallback_reference) do
+        # Simulate an email reply with a reference that matches FALLBACK_PATTERN
+        reference_id = "account/#{account.id}/conversation/#{agent_conversation.uuid}@chatwoot.com"
+        create_inbound_email_from_mail(
+          from: 'email@gmail.com',
+          to: 'imap@gmail.com',
+          subject: 'Re: Agent started conversation',
+          references: [reference_id]
+        )
+      end
+
+      it 'appends email to the existing conversation using FALLBACK_PATTERN' do
+        expect(agent_conversation.messages.size).to eq(0)
+
+        class_instance.process(reply_mail_with_fallback_reference.mail, channel)
+
+        agent_conversation.reload
+        expect(agent_conversation.messages.size).to eq(1)
+        expect(agent_conversation.messages.last.content_attributes['email']['from']).to eq(reply_mail_with_fallback_reference.mail.from)
+      end
+    end
+
+    context 'when references contain both message and fallback patterns' do
+      let(:agent_conversation) { create(:conversation, account: account, inbox: channel.inbox, assignee: agent) }
+      let(:reply_mail_with_multiple_references) do
+        # Multiple references including both patterns
+        fallback_reference = "account/#{account.id}/conversation/#{agent_conversation.uuid}@chatwoot.com"
+        other_reference = 'some-other-message-id@example.com'
+        create_inbound_email_from_mail(
+          from: 'email@gmail.com',
+          to: 'imap@gmail.com',
+          subject: 'Re: Multiple references',
+          references: [other_reference, fallback_reference]
+        )
+      end
+
+      it 'finds conversation using fallback pattern when message lookup fails' do
+        expect(agent_conversation.messages.size).to eq(0)
+
+        class_instance.process(reply_mail_with_multiple_references.mail, channel)
+
+        agent_conversation.reload
+        expect(agent_conversation.messages.size).to eq(1)
+        expect(agent_conversation.messages.last.content_attributes['email']['from']).to eq(reply_mail_with_multiple_references.mail.from)
+      end
+    end
+  end
+end

research/chatwoot/spec/mailboxes/mailbox_helper_spec.rb

@@ -0,0 +1,80 @@
+require 'rails_helper'
+
+RSpec.describe MailboxHelper do
+  include ActionMailbox::TestHelper
+
+  # Setup anonymous class
+  let(:mailbox_helper_obj) do
+    Class.new do
+      include MailboxHelper
+      attr_accessor :conversation, :processed_mail
+
+      def initialize(conversation, processed_mail)
+        @conversation = conversation
+        @processed_mail = processed_mail
+      end
+    end
+  end
+
+  let(:mail) { create_inbound_email_from_fixture('welcome.eml').mail }
+  let(:processed_mail) { MailPresenter.new(mail) }
+  let(:conversation) { create(:conversation) }
+  let(:dummy_message) { create(:message) }
+
+  describe '#create_message' do
+    before do
+      create_list(:message, 5, conversation: conversation)
+    end
+
+    context 'when message already exist' do
+      it 'creates a new message' do
+        helper_instance = mailbox_helper_obj.new(conversation, processed_mail)
+
+        expect(conversation.messages).to receive(:find_by).with(source_id: processed_mail.message_id).and_return(dummy_message)
+        expect(conversation.messages).not_to receive(:create!)
+
+        helper_instance.send(:create_message)
+      end
+    end
+
+    context 'when message does not exist' do
+      it 'creates a new message' do
+        helper_instance = mailbox_helper_obj.new(conversation, processed_mail)
+
+        expect(conversation.messages).to receive(:find_by).with(source_id: processed_mail.message_id).and_return(nil)
+        expect(conversation.messages).to receive(:create!)
+
+        helper_instance.send(:create_message)
+      end
+    end
+  end
+
+  describe '#embed_plain_text_email_with_inline_image' do
+    let(:mail_attachment) do
+      {
+        original: OpenStruct.new(filename: 'image.png'),
+        blob: get_blob_for('spec/assets/avatar.png', 'image/png')
+      }
+    end
+
+    let(:helper_instance) { mailbox_helper_obj.new(conversation, processed_mail) }
+
+    it 'replaces the image tag in the text content' do
+      helper_instance.instance_variable_set(:@text_content, 'Hello [image: image.png] World')
+      helper_instance.send(:embed_plain_text_email_with_inline_image, mail_attachment)
+
+      text_content = helper_instance.instance_variable_get(:@text_content)
+
+      expect(text_content).to include(Rails.application.routes.url_helpers.url_for(mail_attachment[:blob]))
+      expect(text_content).not_to include('[image: avatar.png]')
+    end
+
+    it 'replaces the image tag in the text content even if there is not tag to replace' do
+      helper_instance.instance_variable_set(:@text_content, 'Hello World')
+      helper_instance.send(:embed_plain_text_email_with_inline_image, mail_attachment)
+
+      text_content = helper_instance.instance_variable_get(:@text_content)
+      expect(text_content).to include(Rails.application.routes.url_helpers.url_for(mail_attachment[:blob]))
+    end
+  end
+end

research/chatwoot/spec/mailboxes/reply_mailbox_spec.rb

@@ -0,0 +1,695 @@
+require 'rails_helper'
+
+RSpec.describe ReplyMailbox do
+  include ActionMailbox::TestHelper
+
+  describe 'add mail as reply in a conversation' do
+    let(:account) { create(:account) }
+    let(:agent) { create(:user, email: 'agent1@example.com', account: account) }
+    let(:reply_mail) { create_inbound_email_from_fixture('reply.eml') }
+    let(:reply_to_mail) { create_inbound_email_from_fixture('reply_to.eml') }
+    let(:mail_with_quote) { create_inbound_email_from_fixture('mail_with_quote.eml') }
+    let(:conversation) { create(:conversation, assignee: agent, inbox: create(:inbox, account: account, greeting_enabled: false), account: account) }
+    let(:described_subject) { described_class.receive reply_mail }
+    let(:serialized_attributes) do
+      %w[bcc cc content_type date from headers html_content in_reply_to message_id multipart number_of_attachments references subject text_content
+         to auto_reply]
+    end
+
+    context 'with reply uuid present' do
+      before do
+        # this UUID is hardcoded in the reply.eml, that's why we are updating this
+        conversation.uuid = '6bdc3f4d-0bec-4515-a284-5d916fdde489'
+        conversation.save!
+
+        described_subject
+      end
+
+      it 'add the mail content as new message on the conversation' do
+        expect(conversation.messages.last.content).to eq("Let's talk about these images:")
+      end
+
+      it 'add the attachments' do
+        expect(conversation.messages.last.attachments.count).to eq(2)
+      end
+
+      it 'have proper content_attributes with details of email' do
+        expect(conversation.messages.last.content_attributes[:email].keys).to eq(serialized_attributes)
+      end
+
+      it 'set proper content_type' do
+        expect(conversation.messages.last.content_type).to eq('incoming_email')
+      end
+    end
+
+    context 'with in reply to email' do
+      let(:reply_mail_without_uuid) { create_inbound_email_from_fixture('reply_mail_without_uuid.eml') }
+      let(:described_subject) { described_class.receive reply_mail_without_uuid }
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+      let(:conversation_1) do
+        create(
+          :conversation,
+          assignee: agent,
+          inbox: email_channel.inbox,
+          account: account,
+          additional_attributes: { mail_subject: "Discussion: Let's debate these attachments" }
+        )
+      end
+
+      before do
+        conversation_1.update!(uuid: '6bdc3f4d-0bec-4515-a284-5d916fdde489')
+        reply_mail_without_uuid.mail['In-Reply-To'] = '<conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123@test.com>'
+      end
+
+      it 'find channel with in-reply-to mail' do
+        described_subject
+        expect(conversation_1.messages.last.content).to include("Let's talk about these images:")
+      end
+    end
+
+    context 'with inline attachments' do
+      let(:mail_with_inline_images) { create_inbound_email_from_fixture('mail_with_inline_images.eml') }
+      let(:described_subject) { described_class.receive mail_with_inline_images }
+
+      before do
+        conversation.uuid = '6bdc3f4d-0bed-4515-a284-5d916fdde489'
+        conversation.save!
+
+        described_subject
+      end
+
+      it 'mail content contains img source' do
+        expect(conversation.messages.last.content).to include('HTML content and inline images')
+      end
+
+      it 'will not add the attachments' do
+        expect(conversation.messages.last.attachments.count).to eq(0)
+
+        html_full_content = conversation.messages.last.content_attributes[:email][:html_content][:full]
+        expect(html_full_content).to include('img')
+        expect(html_full_content).not_to include('cid:ii_lm7fuura0')
+        expect(html_full_content).not_to include('cid:ii_lm7fuuvm1')
+        expect(html_full_content).not_to include('cid:ii_lm7fuuwn2')
+      end
+    end
+
+    context 'with inline attachments and plain text' do
+      let(:mail_with_plain_text_and_inline_image) { create_inbound_email_from_fixture('mail_with_plain_text_and_inline_image.eml') }
+      let(:described_subject) { described_class.receive mail_with_plain_text_and_inline_image }
+
+      before do
+        conversation.uuid = '6bdc3f4d-0bed-4515-a284-5d916fdde489'
+        conversation.save!
+
+        described_subject
+      end
+
+      it 'will not add the attachments' do
+        described_class.receive mail_with_plain_text_and_inline_image
+        text_full_content = conversation.messages.last.content_attributes[:email][:text_content][:full]
+
+        expect(text_full_content).to include('img')
+        expect(text_full_content).not_to include('[image: poster (8).jpg]')
+        expect(text_full_content).not_to include('[image: poster (7).jpg]')
+        expect(text_full_content).not_to include('[image: poster (1).jpg]')
+        expect(conversation.messages.last.content).to include("Let's add no HTML content here, just plain text and images")
+        expect(conversation.messages.last.attachments.count).to eq(0)
+      end
+    end
+
+    context 'with inline attachments and html_part' do
+      let(:mail_with_html_part_no_html_content) { create_inbound_email_from_fixture('mail_with_html_part_no_html_content.eml') }
+      let(:described_subject) { described_class.receive mail_with_html_part_no_html_content }
+
+      before do
+        conversation.uuid = '6bdc3f4d-0bed-4515-a284-5d916fdde489'
+        conversation.save!
+
+        described_subject
+      end
+
+      it 'mail content will create message' do
+        expect(conversation.messages.last.content).to include('This is test message.')
+      end
+
+      it 'html_content is empty' do
+        expect(conversation.messages.last.attachments.count).to eq(0)
+
+        html_full_content = conversation.messages.last.content_attributes[:email][:html_content][:full]
+        expect(html_full_content).to be_nil
+      end
+    end
+
+    context 'with reply_to email address present' do
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+      let(:conversation_1) do
+        create(
+          :conversation,
+          assignee: agent,
+          inbox: email_channel.inbox,
+          account: account,
+          additional_attributes: { mail_subject: "Discussion: Let's debate these attachments" }
+        )
+      end
+
+      before do
+        conversation_1.update!(uuid: '6bdc3f4d-0bec-4515-a284-5d916fdde489')
+      end
+
+      it 'prefer reply-to over from address' do
+        described_class.receive reply_to_mail
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+
+        email = conversation_1.messages.last.content_attributes['email']
+        expect(reply_to_mail.mail['Reply-To'].value).to include(email['from'][0])
+      end
+    end
+
+    context 'without email to address' do
+      let(:forwarder_email) { create_inbound_email_from_fixture('forwarder_email.eml') }
+      let(:in_reply_to_email) { create_inbound_email_from_fixture('in_reply_to.eml') }
+      let(:described_subject) { described_class.receive forwarder_email }
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+      let(:conversation_1) do
+        create(
+          :conversation,
+          assignee: agent,
+          inbox: email_channel.inbox,
+          account: account,
+          additional_attributes: { mail_subject: "Discussion: Let's debate these attachments" }
+        )
+      end
+
+      before do
+        conversation_1.update!(uuid: '6bdc3f4d-0bec-4515-a284-5d916fdde489')
+      end
+
+      it 'find channel with forwarded to mail' do
+        described_subject
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+      end
+
+      it 'find channel with in message source id stated in in_reply_to' do
+        conversation_1.messages.new(source_id: '0CB459E0-0336-41DA-BC88-E6E28C697DDB@chatwoot.com', account_id: account.id, message_type: 'incoming',
+                                    inbox_id: email_channel.inbox.id).save!
+        described_class.receive in_reply_to_email
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+      end
+    end
+
+    context 'with quotes in email' do
+      let(:described_subject) { described_class.receive mail_with_quote }
+
+      before do
+        # this UUID is hardcoded in the reply.eml, that's why we are updating this
+        conversation.uuid = '6bdc3f4d-0bec-4515-a284-5d916fdde489'
+        conversation.save!
+      end
+
+      it 'add the mail content as new message on the conversation' do
+        described_subject
+        current_message = conversation.messages.last
+        expect(current_message.content).to eq(
+          <<~BODY.chomp
+            Yes, I am providing you step how to reproduce this issue
+
+            On Thu, Aug 19, 2021 at 2:07 PM Tejaswini from Email sender test < tejaswini@chatwoot.com> wrote:
+
+            > Any update on this?
+            >
+            >
+
+            --
+            * Sony Mathew*
+            Software developer
+            *Mob:9999999999
+          BODY
+        )
+      end
+
+      it 'add the mail content as new message on the conversation with broken html' do
+        described_subject
+        current_message = conversation.messages.last
+        expect(current_message.reload.content_attributes[:email][:text_content][:reply]).to eq(
+          <<~BODY.chomp
+            Yes, I am providing you step how to reproduce this issue
+
+            On Thu, Aug 19, 2021 at 2:07 PM Tejaswini from Email sender test < tejaswini@chatwoot.com> wrote:
+
+            > Any update on this?
+            >
+            >
+
+            --
+            * Sony Mathew*
+            Software developer
+            *Mob:9999999999
+          BODY
+        )
+      end
+    end
+
+    context 'with references header' do
+      let(:reply_mail_with_references) { create_inbound_email_from_fixture('reply_mail_without_uuid.eml') }
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+      let(:conversation_1) do
+        create(
+          :conversation,
+          assignee: agent,
+          inbox: email_channel.inbox,
+          account: account,
+          additional_attributes: { mail_subject: "Discussion: Let's debate these attachments" }
+        )
+      end
+
+      before do
+        conversation_1.update!(uuid: '6bdc3f4d-0bec-4515-a284-5d916fdde489')
+      end
+
+      context 'with message-specific pattern in references' do
+        before do
+          reply_mail_with_references.mail['References'] = '<conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123@test.com>'
+        end
+
+        it 'finds conversation from references header with message pattern' do
+          described_class.receive reply_mail_with_references
+          expect(conversation_1.messages.last.content).to include("Let's talk about these images:")
+        end
+      end
+
+      context 'with conversation fallback pattern in references' do
+        before do
+          reply_mail_with_references.mail['References'] = "<account/#{account.id}/conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489@test.com>"
+        end
+
+        it 'finds conversation from references header with fallback pattern' do
+          described_class.receive reply_mail_with_references
+          expect(conversation_1.messages.last.content).to include("Let's talk about these images:")
+        end
+      end
+
+      context 'with multiple references including conversation pattern' do
+        before do
+          reply_mail_with_references.mail['References'] = [
+            '<some-random-message-id@gmail.com>',
+            "<account/#{account.id}/conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489@test.com>",
+            '<another-random-message-id@outlook.com>'
+          ].join("\r\n ")
+        end
+
+        it 'finds conversation from any reference in the chain' do
+          described_class.receive reply_mail_with_references
+          expect(conversation_1.messages.last.content).to include("Let's talk about these images:")
+        end
+      end
+
+      context 'with message source_id in references' do
+        before do
+          conversation_1.messages.create!(
+            source_id: 'original-message-id@test.com',
+            account_id: account.id,
+            message_type: 'outgoing',
+            inbox_id: email_channel.inbox.id,
+            content: 'Original message'
+          )
+          reply_mail_with_references.mail['References'] = '<original-message-id@test.com>'
+        end
+
+        it 'finds conversation from message source_id in references' do
+          described_class.receive reply_mail_with_references
+          expect(conversation_1.messages.last.content).to include("Let's talk about these images:")
+        end
+      end
+
+      context 'with conversation from different channel in references' do
+        let(:other_email_channel) { create(:channel_email, email: 'other@example.com', account: account) }
+        let(:other_conversation) do
+          create(
+            :conversation,
+            assignee: agent,
+            inbox: other_email_channel.inbox,
+            account: account
+          )
+        end
+
+        before do
+          other_conversation.update!(uuid: 'aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee')
+          reply_mail_with_references.mail['References'] = '<conversation/aaaaaaaa-bbbb-cccc-dddd-eeeeeeeeeeee/messages/456@test.com>'
+        end
+
+        it 'does not use conversation from different channel' do
+          described_class.receive reply_mail_with_references
+          expect(other_conversation.messages.count).to eq(0)
+        end
+      end
+    end
+  end
+
+  describe 'when a chatwoot notification email is received' do
+    let(:account) { create(:account) }
+    let!(:channel_email) { create(:channel_email, email: 'sojan@chatwoot.com', account: account) }
+    let(:notification_mail) { create_inbound_email_from_fixture('notification.eml') }
+    let(:described_subject) { described_class.receive notification_mail }
+    let(:conversation) { Conversation.where(inbox_id: channel_email.inbox).last }
+
+    it 'shouldnt create a conversation in the channel' do
+      described_subject
+      expect(conversation.present?).to be(false)
+    end
+  end
+
+  describe 'when bounced email with out a sender is recieved' do
+    let(:account) { create(:account) }
+    let(:bounced_email) { create_inbound_email_from_fixture('bounced_with_no_from.eml') }
+    let(:described_subject) { described_class.receive bounced_email }
+
+    it 'shouldnt throw an error' do
+      create(:channel_email, email: 'support@example.com', account: account)
+      expect { described_subject }.not_to raise_error
+    end
+  end
+
+  describe 'when an account is suspended' do
+    let(:account) { create(:account, status: :suspended) }
+    let(:agent) { create(:user, email: 'agent1@example.com', account: account) }
+    let!(:channel_email) { create(:channel_email, account: account) }
+    let(:support_mail) { create_inbound_email_from_fixture('support.eml') }
+    let(:described_subject) { described_class.receive support_mail }
+    let(:conversation) { Conversation.where(inbox_id: channel_email.inbox).last }
+
+    before do
+      # this email is hardcoded in the support.eml, that's why we are updating this
+      channel_email.email = 'care@example.com'
+      channel_email.save!
+    end
+
+    it 'shouldnt create a conversation in the channel' do
+      described_subject
+      expect(conversation.present?).to be(false)
+    end
+  end
+
+  describe 'add mail as a new ticket in the email inbox' do
+    let(:account) { create(:account) }
+    let(:agent) { create(:user, email: 'agent1@example.com', account: account) }
+    let!(:channel_email) { create(:channel_email, account: account) }
+    let(:support_mail) { create_inbound_email_from_fixture('support.eml') }
+    let(:support_in_reply_to_mail) { create_inbound_email_from_fixture('support_in_reply_to.eml') }
+    let(:described_subject) { described_class.receive support_mail }
+    let(:serialized_attributes) do
+      %w[bcc cc content_type date from headers html_content in_reply_to message_id multipart number_of_attachments references subject
+         text_content to auto_reply]
+    end
+    let(:conversation) { Conversation.where(inbox_id: channel_email.inbox).last }
+
+    before do
+      # this email is hardcoded in the support.eml, that's why we are updating this
+      channel_email.email = 'care@example.com'
+      channel_email.save!
+    end
+
+    describe 'covers email address format' do
+      before do
+        described_class.receive support_in_reply_to_mail
+      end
+
+      it 'creates contact with proper email address' do
+        expect(support_in_reply_to_mail.mail['reply_to'].try(:value)).to eq('Sony Mathew <sony@chatwoot.com>')
+        expect(conversation.contact.email).to eq('sony@chatwoot.com')
+      end
+    end
+
+    describe 'covers basic ticket creation' do
+      before do
+        described_subject
+      end
+
+      it 'create the conversation in the inbox of the email channel' do
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+        expect(conversation.additional_attributes['source']).to eq('email')
+        expect(conversation.contact.email).to eq(support_mail.mail.from.first)
+      end
+
+      it 'create a new contact as the sender of the email' do
+        email_sender = Mail::Address.new(support_mail.mail[:from].value).name
+        expect(conversation.messages.last.sender.email).to eq(support_mail.mail.from.first)
+        expect(conversation.contact.name).to eq(email_sender)
+      end
+
+      it 'add the mail content as new message on the conversation' do
+        expect(conversation.messages.last.content).to eq("Let's talk about these images:")
+      end
+
+      it 'add the attachments' do
+        expect(conversation.messages.last.attachments.count).to eq(2)
+      end
+
+      it 'have proper content_attributes with details of email' do
+        expect(conversation.messages.last.content_attributes[:email].keys).to eq(serialized_attributes)
+      end
+
+      it 'set proper content_type' do
+        expect(conversation.messages.last.content_type).to eq('incoming_email')
+      end
+    end
+
+    describe 'email with references header' do
+      let(:mail_with_references) { create_inbound_email_from_fixture('mail_with_references.eml') }
+      let(:described_subject) { described_class.receive mail_with_references }
+
+      before do
+        # reuse the existing channel_email that's already set to 'care@example.com'
+        described_subject
+      end
+
+      it 'includes references in the message content_attributes' do
+        message = conversation.messages.last
+        email_attributes = message.content_attributes['email']
+
+        expect(email_attributes['references']).to be_present
+        expect(email_attributes['references']).to eq(['4e6e35f5a38b4_479f13bb90078178@small-app-01.mail', 'test-reference-id'])
+      end
+
+      it 'includes references in serialized email attributes' do
+        message = conversation.messages.last
+        expect(message.content_attributes['email'].keys).to include('references')
+      end
+    end
+
+    describe 'Sender without name' do
+      let(:support_mail_without_sender_name) { create_inbound_email_from_fixture('support_without_sender_name.eml') }
+      let(:described_subject) { described_class.receive support_mail_without_sender_name }
+
+      it 'create a new contact with the email' do
+        described_subject
+        email_sender = support_mail_without_sender_name.mail.from.first.split('@').first
+        expect(conversation.messages.last.sender.email).to eq(support_mail.mail.from.first)
+        expect(conversation.contact.name).to eq(email_sender)
+      end
+    end
+
+    describe 'Sender with upcase mail address' do
+      let(:support_mail_without_sender_name) { create_inbound_email_from_fixture('support_without_sender_name.eml') }
+      let(:described_subject) { described_class.receive support_mail_without_sender_name }
+
+      it 'create a new inbox with the email case insensitive' do
+        described_subject
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+      end
+    end
+
+    describe 'handle inbox contacts' do
+      let!(:contact) { create(:contact, account: account, email: support_mail.mail.from.first) }
+      let!(:contact_inbox) { create(:contact_inbox, inbox: channel_email.inbox, contact: contact) }
+
+      it 'does not create new contact if that contact exists in the inbox' do
+        expect do
+          described_subject
+        end
+          .to(not_change { Contact.count }
+            .and(not_change { ContactInbox.count }))
+
+        expect(conversation.messages.last.sender.id).to eq(contact.id)
+        expect(conversation.contact_inbox).to eq(contact_inbox)
+      end
+
+      context 'with uppercase reply-to' do
+        let(:support_mail) { create_inbound_email_from_fixture('support_uppercase.eml') }
+        let!(:contact) { create(:contact, account: account, email: support_mail.mail.from.first) }
+        let!(:contact_inbox) { create(:contact_inbox, inbox: channel_email.inbox, contact: contact) }
+
+        it 'does not create new contact if that contact exists in the inbox' do
+          expect do
+            described_subject
+          end
+            .to(not_change { Contact.count }
+              .and(not_change { ContactInbox.count }))
+
+          expect(conversation.messages.last.sender.id).to eq(contact.id)
+          expect(conversation.contact_inbox).to eq(contact_inbox)
+        end
+      end
+    end
+
+    describe 'group email sender' do
+      let(:group_sender_support_mail) { create_inbound_email_from_fixture('group_sender_support.eml') }
+      let(:described_subject) { described_class.receive group_sender_support_mail }
+
+      before do
+        # this email is hardcoded eml fixture file that's why we are updating this
+        channel_email.email = 'support@chatwoot.com'
+        channel_email.save!
+      end
+
+      it 'create new contact with original sender' do
+        described_subject
+        email_sender = Mail::Address.new(group_sender_support_mail.mail[:from].value).name
+
+        expect(conversation.contact.email).to eq(group_sender_support_mail.mail['X-Original-Sender'].value)
+        expect(conversation.contact.name).to eq(email_sender)
+      end
+    end
+
+    describe 'when mail has in reply to email' do
+      let(:reply_mail_without_uuid) { create_inbound_email_from_fixture('reply_mail_without_uuid.eml') }
+      let(:described_subject) { described_class.receive reply_mail_without_uuid }
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+
+      before do
+        email_channel
+        reply_mail_without_uuid.mail['In-Reply-To'] = 'conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123'
+      end
+
+      it 'create channel with reply to mail' do
+        described_subject
+        conversation_1 = Conversation.last
+
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+        expect(conversation_1.additional_attributes['in_reply_to']).to eq('conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123')
+      end
+
+      it 'append message to email conversation with same in reply to' do
+        described_subject
+        conversation_1 = Conversation.last
+
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+        expect(conversation_1.additional_attributes['in_reply_to']).to eq('conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123')
+        expect(conversation_1.messages.count).to eq(1)
+
+        reply_mail_without_uuid.mail['In-Reply-To'] = 'conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123'
+        reply_mail_without_uuid.mail['Message-Id'] = '0CB459E0-0336-41DA-BC88-E6E28C697SFC@chatwoot.com'
+
+        described_class.receive reply_mail_without_uuid
+
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+        expect(conversation_1.additional_attributes['in_reply_to']).to eq('conversation/6bdc3f4d-0bec-4515-a284-5d916fdde489/messages/123')
+        expect(conversation_1.messages.count).to eq(2)
+      end
+    end
+
+    describe 'Sender with reply_to email address' do
+      let(:reply_to_mail) { create_inbound_email_from_fixture('reply_to.eml') }
+      let(:email_channel) { create(:channel_email, email: 'test@example.com', account: account) }
+
+      it 'prefer reply-to over from address' do
+        email_channel
+        described_class.receive reply_to_mail
+
+        conversation_1 = Conversation.last
+        email = conversation_1.messages.last.content_attributes['email']
+
+        expect(reply_to_mail.mail['From'].value).to be_present
+        expect(conversation_1.messages.last.content).to eq("Let's talk about these images:")
+        expect(reply_to_mail.mail['Reply-To'].value).to include(email['from'][0])
+        expect(reply_to_mail.mail['Reply-To'].value).to include(conversation_1.contact.email)
+        expect(reply_to_mail.mail['From'].value).not_to include(conversation_1.contact.email)
+      end
+    end
+
+    describe 'when mail part is not present' do
+      let(:support_mail) { create_inbound_email_from_fixture('support_1.eml') }
+      let(:only_text) { create_inbound_email_from_fixture('only_text.eml') }
+      let(:only_html) { create_inbound_email_from_fixture('only_html.eml') }
+      let(:only_attachments) { create_inbound_email_from_fixture('only_attachments.eml') }
+      let(:html_and_attachments) { create_inbound_email_from_fixture('html_and_attachments.eml') }
+      let(:described_subject) { described_class.receive support_mail }
+
+      it 'Considers raw html mail body' do
+        described_subject
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+
+        expect(conversation.messages.last.content_attributes['email']['html_content']['reply']).to include(
+          <<~BODY.chomp
+            Hi,
+
+            We are providing you platform from here you can sell paid posts on your website.
+
+            Chatwoot | CS team | [C](https://d33wubrfki0l68.cloudfront.net/973467c532160fd8b940300a43fa85fa2d060307/dc9a0/static/brand-73f58cdefae282ae74cebfa74c1d7003.svg)
+
+            Skype: live:.cid.something
+
+            []
+          BODY
+        )
+        expect(conversation.messages.last.content_attributes['email']['subject']).to eq('Get Paid to post an article')
+      end
+
+      it 'Considers only text body' do
+        described_class.receive only_text
+
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+
+        expect(conversation.messages.last.content).to eq('text only mail')
+        expect(conversation.messages.last.content_attributes['email']['subject']).to eq('test text only mail')
+      end
+
+      it 'Considers only html body' do
+        described_class.receive only_html
+
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+
+        expect(conversation.messages.last.content).to eq(
+          <<~BODY.chomp
+            This is html only mail
+          BODY
+        )
+        expect(conversation.messages.last.content_attributes['email']['subject']).to eq('test html only mail')
+      end
+
+      it 'Considers only attachments' do
+        described_class.receive only_attachments
+
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+
+        expect(conversation.messages.last.content).to be_nil
+        expect(conversation.messages.last.attachments.count).to eq(1)
+        expect(conversation.messages.last.content_attributes['email']['subject']).to eq('only attachments')
+      end
+
+      it 'Considers html and attachments' do
+        described_class.receive html_and_attachments
+
+        expect(conversation.inbox.id).to eq(channel_email.inbox.id)
+
+        expect(conversation.messages.last.content).to eq('This is html and attachments only mail')
+        expect(conversation.messages.last.attachments.count).to eq(1)
+        expect(conversation.messages.last.content_attributes['email']['subject']).to eq('attachment with html')
+      end
+    end
+
+    describe 'when BCC processing is disabled for account' do
+      before do
+        allow(GlobalConfigService).to receive(:load).with('SKIP_INCOMING_BCC_PROCESSING', '').and_return(account.id.to_s)
+      end
+
+      it 'does not process BCC-only emails' do
+        bcc_mail = create_inbound_email_from_fixture('support.eml')
+        bcc_mail.mail['to'] = nil
+        bcc_mail.mail['bcc'] = 'care@example.com'
+
+        described_class.receive bcc_mail
+        expect(conversation.present?).to be(false)
+      end
+    end
+  end
+end