[Gows] - Chatwoot + Waha Conversation Duplication #1480
Description
🐛 Bug Report - Chatwoot + Waha Conversation Duplication
Problem Summary
Duplicate conversations in Chatwoot for leads coming from Meta Ads campaigns due to inconsistent identifiers between messages.
Detailed Description
When a lead makes first contact through a Meta Ads campaign, the system correctly creates a conversation in Chatwoot via Waha integration. However, subsequent messages from the same contact generate new duplicate conversations instead of continuing in the existing conversation.
Root Cause Identified
The contact identifier is being generated differently with each interaction, preventing the system from recognizing it's the same user.
Expected vs. Actual Behavior
| Expected Behavior | Actual Behavior |
|---|---|
| Lead sends first message → Creates conversation in Chatwoot | ✅ Working |
| Lead sends second message → Continues in same conversation | ❌ Creates duplicate conversation |
| System recognizes same identifier | ❌ Identifier changes with each message |
Impact
- Agent Experience: Need to manually merge conversations
- Conversation History: Fragmented across multiple conversations
- Efficiency: Loss of operational time
- Data: Difficulty tracking complete lead journey
Steps to Reproduce
- Set up Meta Ads campaign with WhatsApp routing
- Lead sends first message through campaign
- Conversation is created in Chatwoot (✅ works)
- Same lead sends second message
- New duplicate conversation is created (❌ issue)
- Verify that identifiers are different between conversations
Environment
- Platform: Chatwoot + Waha
- Lead Source: Meta Ads (Facebook/Instagram)
- Channel: WhatsApp
- Chatwoot Version: [insert version]
- Waha Version: [insert version]
Current Workaround
Manual conversation merge through Chatwoot interface.
Expected Solution
- Standardize contact identifier to be consistent across all messages
- Identifier should be based on WhatsApp phone number or unique Meta ID
- System should search for existing conversations before creating a new one
Logs/Additional Information
Example of different identifiers for the same contact:
Conversation 1: identifier_xxxx123
Conversation 2: identifier_yyyy456
(Same phone number: +55 11 99999-9999)
Priority
🔴 High - Affects daily operations and customer experience
