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* Inbound WhatsApp routing for the RRM programme (F-21, RRM Phase 1).
*
* The webhook applies no `phone_number_id` filter of its own (every message on
* the WABA lands in the ordinary WhatsApp inbox regardless of which number it
* was sent to). The route decides whether a message arrived on the marketing
* number and, if so, hands it here. Everything below assumes that gate has
* already passed — this module does not re-check `phoneNumberId`.
*
* Two rules shape this file:
*
* 1. NEVER LOSE A TAP-IN. Someone who messages `wa.me/91996337…` without
* going through the landing-page form (P1-4.6) still becomes a prospect —
* through the SAME guard rails the form and the CSV import use
* (`resolveOrRejectProspectByPhone`), so a number the import would have
* refused cannot walk in through WhatsApp either.
* 2. NEVER WRITE THE MESSAGE. The audit event this module appends carries a
* wamid and nothing else — never the phone, never the text. Meta's id is
* reproducible evidence (it can be looked up against the Cloud API later);
* the words cannot be un-said if this table is ever exported.
*
* `RRM_EVENT_TYPES` has no `inbound_message` entry, and this module's schema
* is frozen — it does not own migrations. `message_received` is the type
* already in the enum for exactly this signal: `ramp.routes.ts` and
* `metrics.routes.ts` already SELECT `count(...) where type = 'message_received'`
* to compute reply-rate and ramp-gate numbers. Nothing in the codebase wrote
* that type before this file — this handler is what completes it, not a
* workaround.
*/
import { and, eq, sql } from "drizzle-orm";
import type { DrizzleD1Database } from "drizzle-orm/d1";
import { PartnersDal } from "../../dal/partners/partners.dal";
import { RrmEventsDal } from "../../dal/rrm/events.dal";
import type { RrmActorContext } from "../../dal/rrm/prospects.dal";
import {
DuplicateProspectError,
RrmProspectsDal,
} from "../../dal/rrm/prospects.dal";
import * as schema from "../../db/schema";
import type { RrmProspect } from "../../db/schema/rrm";
import { logger } from "../../lib/logger";
import { detectOptOut, normaliseForMatching } from "../../lib/rrm/optout";
import {
type EngagementContext,
tryEngageReferral,
} from "../partners/engagement.service";
import {
type ProspectRejectReason,
resolveOrRejectProspectByPhone,
toProspectPhoneNorm,
} from "./prospect-resolver.service";
import { onProspectOptedOut, onProspectReplied } from "./scheduler.service";
const EVENTS = schema.rrmProspectEvents;
/** The event type this module reads/writes for idempotency and for the ramp/metrics reply count. */
const INBOUND_EVENT_TYPE = "message_received" as const;
/** The stage transition an inbound message on the marketing number justifies. */
const REPLIED_ACTOR: RrmActorContext = {
actorType: "system",
reason: "inbound_message",
};
export type RrmInboundContext = {
db: DrizzleD1Database<typeof schema>;
/**
* Needed only to run the ladder's branch triggers — cancelling pending
* steps and sending the acknowledgement both go through the gateway.
* Omit it and the reply is still recorded; the ladder just is not told.
*/
env?: CloudflareBindings;
/** Injectable clock. Defaults to now. */
now?: Date;
/**
* Passed straight through to the referral branch. Injected here rather than
* imported there so the service that decides WHETHER to acknowledge never
* needs to know how to send — and so a unit test can assert a state
* transition without a WhatsApp client.
*/
acknowledge?: EngagementContext["acknowledge"];
};
export type RrmInboundInput = {
/** wa_id digits, e.g. `"919876543210"` — no leading `+`. */
from: string;
/** Meta's message id. The ONLY thing the audit event and dedupe key on. */
wamid: string;
/** The WhatsApp contact's profile name, if Meta sent one. */
contactName?: string;
/** The phone_number_id the message arrived on. Routing already happened
* in the caller; this is carried through for logging/interface parity
* only and is not re-checked here. */
phoneNumberId: string;
/** The text body, when the message has one. Decides whether an UNKNOWN sender is a partner. */
text?: string;
};
/**
* The business runs ONE WhatsApp number (owner decision, 2026-08-28): it
* serves login OTPs, homeowner notifications and the partner programme.
* So "a message arrived on the marketing number" no longer means "a
* partner wrote to us" — it could be anyone. A KNOWN prospect is matched by
* phone regardless of text; an UNKNOWN sender becomes a prospect only if
* their first message is one of the openers the partner page prefills
* (or a close paraphrase). Everything else stays an ordinary conversation.
*/
const PARTNER_OPENER_PATTERNS: readonly RegExp[] = [
/partner programme/i,
/partner program\b/i,
/contact to refer/i,
/పార్ట్నర్ ప్రోగ్రామ్/,
/రిఫర్ చేయాలి/,
];
export function looksLikePartnerMessage(text: string | undefined): boolean {
if (!text) return false;
return PARTNER_OPENER_PATTERNS.some((re) => re.test(text));
}
/**
* The way back from STOP, and the only one there is.
*
* Nothing else in the codebase ever sets `partners.notify_whatsapp` back to
* true — no admin route, no partner-app toggle — so without this a partner who
* replied STOP is silent forever short of a hand edit in Drizzle Studio. START
* is the convention every WhatsApp user already knows, and it costs a set.
*
* Matched on the WHOLE normalised message, not as a substring: "start" re-opens
* the channel, "start the work next month" is an ordinary message that happens
* to begin with the word.
*/
const PARTNER_OPT_IN_WORDS = new Set(["start", "unstop", "resume"]);
export type RrmInboundOutcome =
/** This wamid was already processed — Meta redelivered the webhook. */
| { outcome: "duplicate" }
/** A prospect owns this number and has opted out. Nothing was written. */
| { outcome: "suppressed" }
/** The prospect (existing or newly created) was moved to `replied` — or
* was already further along, in which case only the audit event landed. */
| { outcome: "replied"; prospectId: string }
/** They asked us to stop. DNC is set and the ladder is cancelled. */
| { outcome: "opted_out"; prospectId: string }
/** `resolveOrRejectProspectByPhone` refused the number, or it did not
* normalise at all. Nothing was written. */
| { outcome: "rejected"; reason: ProspectRejectReason }
/** Unknown sender whose message is not a partner opener — not ours to enrol. */
| { outcome: "ignored"; reason: "not_partner_message" }
/**
* The message carried one of our referral codes. A HOMEOWNER, not a
* recruitment prospect — nothing in the RRM funnel was touched.
*
* `engaged` is TRUE only when this message is what moved the referral. A
* homeowner's second, third and fourth message all match the same live
* referral and land here too (see `engageByPhone`), so a caller that
* announces the engagement — `whatsapp.routes.ts` does — has to be able to
* tell the transition from the traffic after it, or the partner is sent the
* same "they messaged us" template once per message.
*/
| { outcome: "referral_engaged"; referralId: string; engaged: boolean }
/**
* A PARTNER asked us to stop. `partners.notify_whatsapp` is off and nothing
* else was touched — see the guard for why this is not `opted_out`.
*/
| { outcome: "partner_opted_out"; partnerId: string }
/**
* A partner wrote to us about something else — or asked for their updates
* back with START, which is applied before this is returned. Recorded in
* the ordinary WhatsApp inbox by the caller (which stores every inbound
* before routing); nothing further here to do but say so.
*/
| { outcome: "partner_message"; partnerId: string };
/**
* Has this exact inbound message already been recorded?
*
* Scoped to `message_received` rather than "any event with this wamid": that
* is the only event type this module writes, so it is also the only place a
* redelivered webhook could have left a trace. `json_extract` rather than a
* dedicated column — the payload is deliberately the only place a wamid is
* stored, and adding an indexed column for one lookup is a schema change this
* module does not own.
*/
async function wasAlreadyProcessed(
db: DrizzleD1Database<typeof schema>,
wamid: string,
): Promise<boolean> {
const rows = await db
.select({ id: EVENTS.id })
.from(EVENTS)
.where(
and(
eq(EVENTS.type, INBOUND_EVENT_TYPE),
sql`json_extract(${EVENTS.payload}, '$.wamid') = ${wamid}`,
),
)
.limit(1);
return rows.length > 0;
}
/**
* Is this the prospect's first ever inbound message?
*
* Counted off `message_received` — the event this module writes for every
* inbound — and NOT off `replied_at`. The stage rule is forward-only, and
* `submission.service.ts` puts every go-form sign-up straight at `interested`,
* which outranks `replied`; `setStage("replied")` is refused for them and the
* stamp never lands. Reading the stamp would answer "yes, first" to every
* message such a prospect ever sends, and re-send the acknowledgement each
* time. The same is true of `joined`, which does not stamp it either.
*
* Runs BEFORE this message's own event is appended, so a first message sees
* zero rows. Same `EVENTS` shape as `wasAlreadyProcessed` above.
*/
async function isFirstInbound(
db: DrizzleD1Database<typeof schema>,
prospectId: string,
): Promise<boolean> {
const rows = await db
.select({ id: EVENTS.id })
.from(EVENTS)
.where(
and(
eq(EVENTS.prospectId, prospectId),
eq(EVENTS.type, INBOUND_EVENT_TYPE),
),
)
.limit(1);
return rows.length === 0;
}
/**
* Moves an existing (non-suppressed) prospect to `replied` and appends the
* wamid audit event.
*
* Two sequential DAL calls, not one batch: `setStage` owns its own
* prospect-row + `stage_changed` atomic write (spec §0 rule 7), and this
* module does not own `prospects.dal.ts` to fold a third statement into it. A
* crash between the two leaves a `replied` prospect with the reply event
* still to land — Meta's redelivery (or the person's next message) closes
* that gap, and nothing here has moved backwards in the meantime.
*/
async function markReplied(
prospects: RrmProspectsDal,
events: RrmEventsDal,
prospect: RrmProspect,
wamid: string,
now: Date,
): Promise<RrmInboundOutcome> {
const staged = await prospects.setStage(
prospect.id,
"replied",
REPLIED_ACTOR,
);
if (!staged.changed) {
// Not an error: a prospect already at `interested` or beyond stays
// there (forward-only), but the reply still has to be on the record —
// it is what the ramp gate and "Replied?" column read.
logger.info(
`[RRM inbound] stage left at ${staged.prospect.stage} (${staged.reason}) for prospect ${prospect.id}`,
);
}
await events.append({
prospectId: prospect.id,
type: INBOUND_EVENT_TYPE,
// Attributed to the prospect, not `system`: they sent this message.
// Matches the convention in dal/rrm/events.dal.test.ts.
actorType: "prospect",
channel: "whatsapp",
payload: { wamid },
occurredAt: now,
});
return { outcome: "replied", prospectId: prospect.id };
}
/**
* Routes one inbound WhatsApp message on the marketing number into the RRM
* funnel. Idempotent on `wamid`; every branch that resolves to a real
* prospect writes exactly one `message_received` event carrying it.
*/
/**
* Tell the ladder what happened. Isolated on purpose: a failure here must
* never lose the inbound message itself, which is already recorded by the
* time we get called.
*/
async function notifyLadder(
ctx: RrmInboundContext,
prospectId: string,
what: "replied" | "opted_out",
now: Date,
/**
* Their first ever inbound — no prior `message_received` event. It decides
* whether the ladder sends the sign-up acknowledgement to someone who has no
* run, which is every organic sign-up off the go form. Deliberately not read
* off `replied_at`: see `isFirstInbound`.
*/
firstReply = false,
): Promise<void> {
if (!ctx.env) return;
try {
const branchCtx = { db: ctx.db, env: ctx.env, now };
if (what === "replied") {
await onProspectReplied(branchCtx, prospectId, { firstReply });
} else {
await onProspectOptedOut(branchCtx, prospectId);
}
} catch (err) {
console.error(`[RRM_INBOUND] ladder ${what} trigger failed:`, err);
}
}
export async function handleRrmInbound(
ctx: RrmInboundContext,
input: RrmInboundInput,
): Promise<RrmInboundOutcome> {
const now = ctx.now ?? new Date();
if (await wasAlreadyProcessed(ctx.db, input.wamid)) {
return { outcome: "duplicate" };
}
// ── The referral branch, and why it sits HERE ────────────────────────
//
// Before `findByPhone` below, not merely before the unknown-sender gate
// further down. The tempting placement is next to `looksLikePartnerMessage`
// — homeowners are strangers, so guard the enrolment path — and it misses
// the case that matters: a homeowner whose number is ALREADY an
// `rrm_prospects` row, imported from a CP list or belonging to a partner
// buying their own home. That number matches on phone, gets `markReplied`,
// and advances the RECRUITMENT funnel while the referral it was actually
// about stays `forwarded` forever.
//
// So the code is read first, off the message text, before the phone is
// consulted at all. On a match we return immediately: nothing below runs,
// so a homeowner can never reach `resolveOrRejectProspectByPhone` or
// `prospects.create` and be enrolled as a recruitment target.
//
// On no match we fall through completely unchanged — every pre-existing
// test in this file still passing is the signal that that is true.
const engagement = await tryEngageReferral(
{ db: ctx.db, now, acknowledge: ctx.acknowledge },
{
from: input.from,
fromPhoneNorm:
toProspectPhoneNorm(
input.from.startsWith("+") ? input.from : `+${input.from}`,
) ?? "",
wamid: input.wamid,
text: input.text,
contactName: input.contactName,
},
);
if (engagement.matched) {
return {
outcome: "referral_engaged",
referralId: engagement.referralId,
engaged: engagement.engaged,
};
}
// wa_id arrives as bare digits ('91XXXXXXXXXX'). `toProspectPhoneNorm` /
// the resolver both parse via libphonenumber-js's default-country mode,
// which only reads a bare country-code prefix correctly when it is told
// there IS one — hence the '+'. This is the repo's one phone normaliser
// (`@interioring/utils/validation/phone`, via prospect-resolver.service.ts);
// nothing new is being parsed here.
const rawPhone = input.from.startsWith("+") ? input.from : `+${input.from}`;
const phoneNorm = toProspectPhoneNorm(rawPhone);
if (!phoneNorm) {
return { outcome: "rejected", reason: "invalid_phone" };
}
// ── The partner guard, and why it is not `markDnc` ───────────────────
//
// Every notification we send a partner ends "Reply STOP to stop these
// updates", so partners WILL reply STOP — to the one number that also
// carries their login code. Below this point the recruitment path treats an
// opt-out as `markDnc`, and `verify-otp` refuses to send a login code to a
// do-not-contact number: a partner who used the word we told them to use
// would be locked out of their own account and their own money.
//
// So a partner's STOP turns off exactly one thing — the notifications they
// asked us to stop — and a partner is NEVER enrolled as a recruitment
// prospect. Placed after the referral branch (a homeowner is not a partner)
// and before every prospect read, because those reads are what it exists to
// prevent.
//
// ponytail: `detectOptOut` is the recruitment detector, so a bare "no" in
// answer to an ops question also turns updates off. Deliberate — it is the
// same word list a partner was told to use, and a wrongly-quiet channel is
// recoverable by replying START (below), which is also the only way back:
// nothing else in the codebase ever sets `notify_whatsapp` to true again.
// Give partners their own narrower list if that turns out to bite.
const partners = new PartnersDal(ctx.db);
const partner = await partners.findByPhone(phoneNorm);
if (partner) {
// Checked BEFORE the opt-out detector, not after: the detector owns a
// long multilingual phrase list that this one word must never fall
// into, and a partner asking for their updates back is the one message
// we cannot afford to read as another refusal.
if (PARTNER_OPT_IN_WORDS.has(normaliseForMatching(input.text))) {
await partners.update(partner.id, { notifyWhatsapp: true });
logger.info(`[RRM inbound] partner ${partner.id} opted back in`);
return { outcome: "partner_message", partnerId: partner.id };
}
if (detectOptOut(input.text).kind === "opt_out") {
await partners.update(partner.id, { notifyWhatsapp: false });
logger.info(`[RRM inbound] partner ${partner.id} opted out of updates`);
return { outcome: "partner_opted_out", partnerId: partner.id };
}
return { outcome: "partner_message", partnerId: partner.id };
}
const prospects = new RrmProspectsDal(ctx.db);
const events = new RrmEventsDal(ctx.db);
const existing = await prospects.findByPhone(phoneNorm);
if (existing) {
if (existing.doNotContact) {
return { outcome: "suppressed" };
}
// An unambiguous opt-out stops everything before anything else runs.
// `detectOptOut` deliberately routes "not now" to review rather than
// suppression, so a later-please never becomes a permanent block.
if (detectOptOut(input.text).kind === "opt_out") {
await prospects.markDnc(existing.id, "opt_out", {
actorType: "prospect",
channel: "whatsapp",
});
await notifyLadder(ctx, existing.id, "opted_out", now);
return { outcome: "opted_out", prospectId: existing.id };
}
// Asked before `markReplied` appends this message's own event.
const firstReply = await isFirstInbound(ctx.db, existing.id);
const result = await markReplied(
prospects,
events,
existing,
input.wamid,
now,
);
await notifyLadder(ctx, existing.id, "replied", now, firstReply);
return result;
}
// No prospect yet: the tap-in-without-the-form path (P1-4.6). The SAME
// front door the CSV import and the landing-page form use, so a number
// either of them would refuse cannot become a prospect through WhatsApp.
// Unknown sender on a shared number: only a partner opener enrols them.
if (!looksLikePartnerMessage(input.text)) {
return { outcome: "ignored", reason: "not_partner_message" };
}
const resolved = await resolveOrRejectProspectByPhone(rawPhone, {
db: ctx.db,
});
if (resolved.outcome === "reject") {
return { outcome: "rejected", reason: resolved.reason };
}
/* v8 ignore start -- defensive: findByPhone above already returned
* undefined for this phoneNorm, so the resolver's own existing-prospect
* lookup cannot find one moments later outside of a concurrent-request
* race. Handled the same way as the direct lookup rather than risking
* a duplicate-phone insert below. */
if (resolved.outcome === "existing") {
if (resolved.prospect.doNotContact) {
return { outcome: "suppressed" };
}
return await markReplied(
prospects,
events,
resolved.prospect,
input.wamid,
now,
);
}
/* v8 ignore stop */
// resolved.outcome === "create": genuinely new. The creation's own event
// IS the wamid audit event (`eventType`/`eventPayload` override the DAL's
// default `imported` event) — a tap-in was never imported, and this way
// the branch writes exactly one event for "a message arrived" rather than
// one for "imported" plus a second for the reply.
let created: RrmProspect;
try {
created = await prospects.create({
phoneNorm: resolved.phoneNorm,
source: "organic",
consentBasis: "user_initiated",
name: input.contactName?.trim() || null,
consentAt: now,
consentEvidence: { wamid: input.wamid },
eventType: INBOUND_EVENT_TYPE,
eventPayload: { wamid: input.wamid },
actor: { actorType: "prospect", channel: "whatsapp" },
});
} catch (err) {
/* v8 ignore start -- defensive: only reachable if a second delivery for
* this same brand-new number wins the unique-phone insert between our
* `findByPhone` miss above and this call. `DuplicateProspectError`'s own
* message embeds the phone, so it must never reach the caller's error
* log; the person's next message finds the row via `findByPhone` above
* and routes normally, so nothing is lost by stopping here. */
if (err instanceof DuplicateProspectError) {
return { outcome: "duplicate" };
}
throw err;
/* v8 ignore stop */
}
// A freshly created prospect always starts at `sourced` (no `stage` is
// passed to `create()` above), and `sourced` → `replied` is always
// forward, so this move — unlike the one in `markReplied` — cannot be
// refused by the forward-only rule. No `staged.changed` check needed.
await prospects.setStage(created.id, "replied", REPLIED_ACTOR);
// Always a first reply: the row did not exist a moment ago. Hardcoded rather
// than asked — `create()` above already wrote this message's
// `message_received` event, so `isFirstInbound` would now answer "no".
await notifyLadder(ctx, created.id, "replied", now, true);
return { outcome: "replied", prospectId: created.id };
}
|