Odie: stop duplicating pre-escalation messages in escalated chats - #113945
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escapemanuele
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September 1, 2026 12:29
An escalated chat is rebuilt by concatenating the Odie history with the Zendesk conversation. To survive a reconnect, the merge also carried over every message the user had sent, taken from the previous chat state — but that state is itself a merged list, so the carry-over picked up the Odie messages the same merge had just re-read from the Odie chat. Deduplication runs only within the Zendesk half, so the two copies never met and every message sent before escalation rendered twice. Carry over only messages the user sent through Zendesk, which is what the reconnect recovery was for: those are the ones the composer marks with a `temporary_id`, and the Odie half never has one. Co-Authored-By: Claude Opus 5 <noreply@anthropic.com>
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Fixes https://linear.app/a8c/issue/DOTSUP-541/help-center-user-messages-render-twice-in-escalated-conversations
Proposed Changes
A chat that started with the AI and moved to a Happiness Engineer no longer shows the earlier messages twice.
Why are these changes being made?
A chat that gets escalated is displayed by stitching two halves together: what the user said to the AI, then what happened with the Happiness Engineer. Every time the chat reconnects it is stitched again, and each pass re-added the questions from the first half on top of themselves — so a question the user asked once appeared twice, one bubble under the other (DOTSUP-541).
Testing Instructions
yarn start, open the Help Center and ask the AI assistant a question.