Hi everyone, I'm running a WhatsApp bot (via Botpress) that handles customer support for our company. When the bot needs to escalate, it hands off the conversation to a live agent through the native Freshchat integration. The issue is that sometimes conversations from completely different WhatsApp users are being routed into the same Freshchat thread, under a single contact. This means that an agent ends up seeing messages from multiple customers mixed together in one chat, which causes cross-conversations between different clients and the support team. For example, a contact named "Johany" (with identifier user_01KMEBQWP5XVB1KGFG30E4KDFH) has messages from other unrelated customers appearing in their conversation thread. What I've noticed: - It doesn't happen every time, but it's frequent enough to be a serious problem - It seems to occur when multiple handoffs happen around the same time - Different WhatsApp users are being grouped under the same Freshchat contact/thread My setup: - Botpress Cloud - WhatsApp channel integration - Freshchat native integration for live agent handoff

Hey @brave-thailand-77973 was this always the case? Or was it working fine a few days ago? (maybe a new version of the freshchat integration caused this bug and we can revert it) or if it was occuring right away, double-check that your workflow doesn't accidentally reuse or overwrite the conversation variable. Each escalation should operate on its own context.

It started happening around mid-February. I then updated to a newer version of the Freshchat integration and everything seemed fine for a while, until the issue came back. To help diagnose it, I just added a variable that prints the conversationId in the handoff summary sent to Freshchat, so I can check whether the same ID is being reused across different users or if Freshchat is grouping distinct conversations on its end. A couple of questions: - Does the integration identify users uniquely by phone number, or only by

event.userId

? I'd like to understand how the mapping between WhatsApp users and Freshchat contacts actually works under the hood. - I see there's a new version of the Freshchat integration available (1.5.4), but I haven't updated yet. Do you know if it includes any fix related to this? Would you recommend updating, or is it safer to hold off until this is investigated? Thanks again!

Newest version i see is 1.5.5