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WhatsApp can send both the customer phone number and BSUID in the same webhook. When the phone-backed conversation already exists, agents and customers expect that conversation to continue instead of seeing a second BSUID-backed conversation created only because the webhook also carried an identifier. This PR routes mixed phone+BSUID webhook payloads to the identity that preserves existing conversation history. Phone-backed history wins when present, BSUID-only history is preserved when that is the only existing thread, and brand-new mixed customers still start on the phone identity. BSUID-only webhooks continue to create or reuse the BSUID ContactInbox. The same ordering is shared by Meta Cloud messages, message echoes, and inbound WhatsApp calls. Related: https://github.com/chatwoot/chatwoot/pull/15175 Related: https://github.com/chatwoot/chatwoot/pull/15546 ### Things to know - This does not repoint existing conversations or merge conflicting ContactInbox rows. - BSUID aliases are still synced to the same contact when a mixed payload resolves through the phone identity. - If the phone is absent, Chatwoot still routes through the BSUID identity. - This directly covers the production shape where Meta sent both `from` and `from_user_id` for an inbound WhatsApp call. ### How to test 1. Receive a Meta Cloud WhatsApp message or inbound call webhook that includes both `from`/`wa_id` and `from_user_id` for a contact with an existing phone-backed conversation. 2. Confirm the new message/call is added to the existing phone-backed conversation and no new BSUID-backed conversation is created. 3. Confirm a BSUID ContactInbox is still created for the same contact. 4. Send a BSUID-only follow-up and confirm it creates or reuses the BSUID-backed conversation. 5. Start with a BSUID-only conversation, then receive a mixed phone+BSUID webhook, and confirm Chatwoot keeps the existing BSUID conversation instead of creating a new phone thread. 6. Repeat with conflicting phone and BSUID ContactInbox records and confirm Chatwoot does not merge or repoint either contact. ### What changed - Added a shared WhatsApp source-ID orderer for message and call routing. - Updated Meta Cloud message and echo routing to prefer existing conversation continuity. - Updated inbound WhatsApp call identity ordering to use the same rule. - Updated specs for mixed phone+BSUID, BSUID-only, existing phone history, existing BSUID-only history, and conflict safety. Validation: ```bash bundle exec rspec spec/services/whatsapp/incoming_message_whatsapp_cloud_service_spec.rb spec/enterprise/services/whatsapp/inbound_call_identity_builder_spec.rb spec/enterprise/services/whatsapp/incoming_call_service_spec.rb spec/enterprise/services/voice/inbound_call_builder_spec.rb bundle exec rubocop --cache false app/services/whatsapp/identity_source_id_orderer.rb app/services/whatsapp/incoming_message_identifier_helper.rb enterprise/app/services/whatsapp/inbound_call_identity_builder.rb spec/services/whatsapp/incoming_message_whatsapp_cloud_service_spec.rb spec/enterprise/services/whatsapp/inbound_call_identity_builder_spec.rb spec/enterprise/services/whatsapp/incoming_call_service_spec.rb spec/enterprise/services/voice/inbound_call_builder_spec.rb ``` Co-authored-by: Muhsin <12408980+muhsin-k@users.noreply.github.com>
Chatwoot
The modern customer support platform, an open-source alternative to Intercom, Zendesk, Salesforce Service Cloud etc.
Chatwoot is the modern, open-source, and self-hosted customer support platform designed to help businesses deliver exceptional customer support experience. Built for scale and flexibility, Chatwoot gives you full control over your customer data while providing powerful tools to manage conversations across channels.
✨ Captain – AI Agent for Support
Supercharge your support with Captain, Chatwoot’s AI agent. Captain helps automate responses, handle common queries, and reduce agent workload—ensuring customers get instant, accurate answers. With Captain, your team can focus on complex conversations while routine questions are resolved automatically. Read more about Captain here.
💬 Omnichannel Support Desk
Chatwoot centralizes all customer conversations into one powerful inbox, no matter where your customers reach out from. It supports live chat on your website, email, Facebook, Instagram, Twitter, WhatsApp, Telegram, Line, SMS etc.
📚 Help center portal
Publish help articles, FAQs, and guides through the built-in Help Center Portal. Enable customers to find answers on their own, reduce repetitive queries, and keep your support team focused on more complex issues.
🗂️ Other features
Collaboration & Productivity
- Private Notes and @mentions for internal team discussions.
- Labels to organize and categorize conversations.
- Keyboard Shortcuts and a Command Bar for quick navigation.
- Canned Responses to reply faster to frequently asked questions.
- Auto-Assignment to route conversations based on agent availability.
- Multi-lingual Support to serve customers in multiple languages.
- Custom Views and Filters for better inbox organization.
- Business Hours and Auto-Responders to manage response expectations.
- Teams and Automation tools for scaling support workflows.
- Agent Capacity Management to balance workload across the team.
Customer Data & Segmentation
- Contact Management with profiles and interaction history.
- Contact Segments and Notes for targeted communication.
- Campaigns to proactively engage customers.
- Custom Attributes for storing additional customer data.
- Pre-Chat Forms to collect user information before starting conversations.
Integrations
- Slack Integration to manage conversations directly from Slack.
- Dialogflow Integration for chatbot automation.
- Dashboard Apps to embed internal tools within Chatwoot.
- Shopify Integration to view and manage customer orders right within Chatwoot.
- Use Google Translate to translate messages from your customers in realtime.
- Create and manage Linear tickets within Chatwoot.
Reports & Insights
- Live View of ongoing conversations for real-time monitoring.
- Conversation, Agent, Inbox, Label, and Team Reports for operational visibility.
- CSAT Reports to measure customer satisfaction.
- Downloadable Reports for offline analysis and reporting.
Documentation
Detailed documentation is available at chatwoot.com/help-center.
Translation process
The translation process for Chatwoot web and mobile app is managed at https://translate.chatwoot.com using Crowdin. Please read the translation guide for contributing to Chatwoot.
Branching model
We use the git-flow branching model. The base branch is develop.
If you are looking for a stable version, please use the master or tags labelled as v1.x.x.
Deployment
Heroku one-click deploy
Deploying Chatwoot to Heroku is a breeze. It's as simple as clicking this button:
Follow this link to understand setting the correct environment variables for the app to work with all the features. There might be breakages if you do not set the relevant environment variables.
DigitalOcean 1-Click Kubernetes deployment
Chatwoot now supports 1-Click deployment to DigitalOcean as a kubernetes app.
Other deployment options
For other supported options, checkout our deployment page.
Security
Looking to report a vulnerability? Please refer our SECURITY.md file.
Community
If you need help or just want to hang out, come, say hi on our Discord server.
Contributors
Thanks goes to all these wonderful people:
Chatwoot © 2017-2026, Chatwoot Inc - Released under the MIT License.