fix(widget): match WhatsApp's conversation reuse/reopen semantics

[mateusbellozupko]

Summary

Three related fixes, mirroring how Whatsapp::IncomingMessageBaseService#set_conversation already handles this:

1. Api::V1::Widget::BaseController#conversation: previously always fell back to the contact's most recent conversation regardless of status, meaning a resolved widget conversation was silently reused/reopened forever, ignoring the inbox's lock_to_single_conversation setting entirely (the widget controller never consulted it). Now: when lock_to_single_conversation is on, resume the last conversation regardless of status (unchanged, matches WhatsApp locked behavior); when it's off, never resume a resolved one — a new conversation is created instead.
2. Conversation#bump_ai_session_epoch_if_reopened: bumps a counter in custom_attributes whenever a conversation transitions from resolved back to open/pending.
3. AgentBots::HttpRequestService#extract_context_id: folds that epoch into the AI processor's contextId (which is used to derive the ADK session id). Without this, a conversation kept alive via lock_to_single_conversation (or simply reopened before this PR's fix feat: Runtime Config — admin panel for system configurations #1) would carry forward the AI's full prior session history — so the bot kept repeating stale replies like "you're already in the queue" / "you were already transferred" instead of treating the reopened conversation as a fresh interaction.

Testing notes

• Verified CONVERSATION_OPENED/status dirty-tracking hook fires correctly on resolved -> open transitions specifically (not pending -> open or other transitions) via saved_change_to_status? / status_before_last_save.
• contextId is confirmed (via extract_context_id's existing logic) to always be the conversation UUID, so folding in the epoch only changes it on genuine reopens, not on every message.

🤖 Generated with Claude Code

Summary by Sourcery

Match widget conversation reuse and AI session behavior to WhatsApp semantics when conversations are reopened.

Bug Fixes:

• Align widget conversation reuse with inbox locking settings so resolved conversations are only resumed when single-conversation locking is enabled.
• Start a fresh AI session when a resolved conversation is reopened, preventing stale prior-session responses.

Enhancements:

• Track conversation reopen epochs and incorporate them into agent-bot context identifiers.

[sourcery-ai]

Reviewer's Guide

The PR aligns widget conversation selection with WhatsApp-style lock and resolution semantics, then prevents stale AI session history from carrying across genuine resolved-to-open reopens by versioning the agent-bot contextId.

Sequence diagram for fresh AI context after conversation reopen

sequenceDiagram
    participant Widget
    participant Conversation
    participant AgentBot as AgentBots::HttpRequestService
    participant AI as AI processor

    Widget->>Conversation: update status from resolved to open/pending
    Conversation-->>Conversation: bump_ai_session_epoch_if_reopened
    Widget->>AgentBot: extract_context_id
    AgentBot->>Conversation: read custom_attributes[ai_session_epoch]
    Conversation-->>AgentBot: conversation UUID and reopen epoch
    AgentBot->>AI: request with contextId conversation UUID plus _r epoch
    AI-->>AgentBot: process as fresh ADK session

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Flow diagram for widget conversation reuse and reopening

flowchart TD
    A[Widget requests conversation] --> B{Inbox lock_to_single_conversation?}
    B -->|Yes| C[Resume most recent conversation]
    B -->|No| D[Find most recent non-resolved conversation]
    D --> E{Conversation found?}
    E -->|Yes| F[Reuse conversation]
    E -->|No| G[Create new conversation]
    C --> H{Conversation status resolved?}
    H -->|Yes| I[Reopen conversation]
    H -->|No| J[Continue conversation]
    I --> K[bump_ai_session_epoch_if_reopened]
    K --> L[Next bot request uses new contextId]
    F --> J
    G --> J

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File-Level Changes

Change	Details	Files
Align widget conversation reuse with inbox locking and resolution state.	Resume the latest conversation regardless of status when single-conversation locking is enabled. When locking is disabled, exclude resolved conversations so a new thread is created.	app/controllers/api/v1/widget/base_controller.rb
Track genuine conversation reopens with a persistent AI session epoch.	Add an after-commit hook that detects resolved-to-open/pending transitions using saved status changes. Increment the epoch in custom attributes without affecting unrelated status transitions.	app/models/conversation.rb
Start a fresh AI/ADK session after a conversation is reopened.	Append the reopen epoch to the conversation UUID used as the agent-bot contextId. Preserve the UUID unchanged for conversations that have not been reopened.	app/services/agent_bots/http_request_service.rb

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[sourcery-ai]

Hey - I've reviewed your changes and they look great!

Sourcery assessment

Needs a human reviewer. If the reuse or reopen logic is wrong, new messages could be attached to an incorrect existing conversation or continue with the wrong AI session context, and the epoch is persisted in conversation attributes. Reverting stops the new behavior, but messages and session records created under the wrong association would require bounded cleanup or replay.

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