WhatsApp channel cannot receive audio or image messages in Chatwoot 4.4.0 (404 error on retrieval)

[walejandromt]

Describe the bug

When creating a WhatsApp channel in Chatwoot version 4.4.0, I can send and receive text messages correctly.
If I send an audio or image from Chatwoot to WhatsApp, it is received successfully.
However, when I send an audio or image from WhatsApp to Chatwoot, it does not work.

It seems that the media file is downloaded in Rails, but when I try to retrieve it from the UI, I get a 404 Not Found error.

To Reproduce

Steps to Reproduce:

1. Install Chatwoot 4.4.0 (self-hosted) using Helm on Kubernetes:

helm install chatwoot \
  --set env.FRONTEND_URL="https://chatwoot.custom.com" \
  chatwoot/chatwoot -n chatwoot

2. Create a WhatsApp channel.
3. Send and receive text messages to confirm basic functionality.
4. From Chatwoot → WhatsApp: send an audio or image → received successfully.
5. From WhatsApp → Chatwoot: send an audio or image → file appears in the conversation but fails to load (404 error).

Environment:

Chatwoot version: 4.4.0
Deployment: Kubernetes (Helm)
Helm chart: chatwoot/chatwoot
FRONTEND_URL: https://chatwoot.custom.com

Expected behavior

Audio or image sent from WhatsApp to Chatwoot should be available for playback/download in the Chatwoot conversation.

Environment

app.chatwoot.com

Cloud Provider

None

Platform

None

Operating system

No response

Browser and version

4.4.0

Docker (if applicable)

No response

Additional context

Text messages work fine in both directions. Media sent from Chatwoot to WhatsApp works fine.
The issue only occurs when receiving media from WhatsApp into Chatwoot.

Relevant Logs:

Worker log:

I, [2025-08-10T18:04:32.622438 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Performing Webhooks::WhatsappEventsJob (Job ID: 572a5a8a-db82-4427-b40e-fc35c96308ec) from Sidekiq(low) enqueued at 2025-08-10T18:04:32.617458967Z with arguments: {"object" => "whatsapp_business_account", "entry" => [{"id" => "1052316823771479", "changes" => [{"value" => {"messaging_product" => "whatsapp", "metadata" => {"display_phone_number" => "15551471456", "phone_number_id" => "755157437671006"}, "contacts" => [{"profile" => {"name" => "Custom App"}, "wa_id" => "5215660548888"}], "messages" => [{"from" => "5215660548888", "id" => "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", "timestamp" => "1754849070", "type" => "audio", "audio" => {"mime_type" => "audio/ogg; codecs=opus", "sha256" => "AxdsE50BYZP5xkoQ2osP3eLq3oejVjNLlu+Kd30NVC8=", "id" => "2914625362044713", "voice" => true}}]}, "field" => "messages"}]}], "controller" => "webhooks/whatsapp", "action" => "process_payload", "phone_number" => "+15551471456", "whatsapp" => {"object" => "whatsapp_business_account", "entry" => [{"id" => "1052316823771479", "changes" => [{"value" => {"messaging_product" => "whatsapp", "metadata" => {"display_phone_number" => "15551471456", "phone_number_id" => "755157437671006"}, "contacts" => [{"profile" => {"name" => "Custom App"}, "wa_id" => "5215660548888"}], "messages" => [{"from" => "5215660548888", "id" => "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", "timestamp" => "1754849070", "type" => "audio", "audio" => {"mime_type" => "audio/ogg; codecs=opus", "sha256" => "AxdsE50BYZP5xkoQ2osP3eLq3oejVjNLlu+Kd30NVC8=", "id" => "2914625362044713", "voice" => true}}]}, "field" => "messages"}]}]}}




I, [2025-08-10T18:04:33.708957 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued ActionCableBroadcastJob (Job ID: a586d0eb-ad4f-48c3-bbbc-820985410845) to Sidekiq(critical) with arguments: ["H1GEDyTf9ZcBjyX6aGhNoy8n", "EyFZ75ZsggyRdKpkNDrCEoKy"], "message.created", {id: 9, content: nil, account_id: 1, inbox_id: 1, conversation_id: 1, message_type: 0, created_at: 1754849073, updated_at: Sun, 10 Aug 2025 18:04:33.654376332 UTC +00:00, private: false, status: "sent", source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", content_type: "text", content_attributes: {}, sender_type: "Contact", sender_id: 1, external_source_ids: {}, additional_attributes: {}, processed_message_content: nil, sentiment: {}, conversation: {assignee_id: 1, unread_count: 1, last_activity_at: 1754849073, contact_inbox: {source_id: "5215660548888"}}, attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}}

I, [2025-08-10T18:04:33.711496 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued EventDispatcherJob (Job ID: e97e5df0-5d38-4a9c-9eb0-d34dcd924ea6) to Sidekiq(critical) with arguments: "message.created", Sun, 10 Aug 2025 18:04:33.696753638 UTC +00:00, {message: #<GlobalID:0x00007f6553290440 @uri=#<URI::GID gid://chatwoot/Message/9>>, performed_by: nil}

I, [2025-08-10T18:04:33.801065 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued ActionCableBroadcastJob (Job ID: 24ace592-449a-4c3b-8c8e-d78adc979d02) to Sidekiq(critical) with arguments: ["H1GEDyTf9ZcBjyX6aGhNoy8n", "EyFZ75ZsggyRdKpkNDrCEoKy"], "conversation.updated", {additional_attributes: {}, can_reply: true, channel: "Channel::Whatsapp", contact_inbox: #<GlobalID:0x00007f6552b10918 @uri=#<URI::GID gid://chatwoot/ContactInbox/1>>, id: 1, inbox_id: 1, messages: [{id: 9, content: nil, account_id: 1, inbox_id: 1, conversation_id: 1, message_type: 0, created_at: 1754849073, updated_at: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00, private: false, status: "sent", source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", content_type: "text", content_attributes: {}, sender_type: "Contact", sender_id: 1, external_source_ids: {}, additional_attributes: {}, processed_message_content: nil, sentiment: {}, conversation: {assignee_id: 1, unread_count: 1, last_activity_at: 1754849073, contact_inbox: {source_id: "5215660548888"}}, attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}}], labels: [], meta: {sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}, assignee: {id: 1, name: "Will", available_name: "Will", avatar_url: "", type: "user", availability_status: nil, thumbnail: ""}, team: nil, hmac_verified: false}, status: "open", custom_attributes: {}, snoozed_until: nil, unread_count: 1, first_reply_created_at: Sun, 10 Aug 2025 17:17:37.014253000 UTC +00:00, priority: nil, waiting_since: 1754849073, agent_last_seen_at: 1754848912, contact_last_seen_at: 0, last_activity_at: 1754849073, timestamp: 1754849073, created_at: 1754845904, updated_at: 1754849073.7177923, account_id: 1}

I, [2025-08-10T18:04:33.806224 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [47a78529-83fd-442b-8d12-5e3ebbf08bd8] Performing EventDispatcherJob (Job ID: 47a78529-83fd-442b-8d12-5e3ebbf08bd8) from Sidekiq(critical) enqueued at 2025-08-10T18:04:33.801408518Z with arguments: "conversation.updated", Sun, 10 Aug 2025 18:04:33.743463532 UTC +00:00, {conversation: #<GlobalID:0x00007f655e25a9c0 @uri=#<URI::GID gid://chatwoot/Conversation/1>>, notifiable_assignee_change: false, changed_attributes: {"updated_at" => [Sun, 10 Aug 2025 18:04:33.655806544 UTC +00:00, Sun, 10 Aug 2025 18:04:33.717792214 UTC +00:00], "waiting_since" => [nil, Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00]}, performed_by: nil}

I, [2025-08-10T18:04:33.816340 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued EventDispatcherJob (Job ID: 47a78529-83fd-442b-8d12-5e3ebbf08bd8) to Sidekiq(critical) with arguments: "conversation.updated", Sun, 10 Aug 2025 18:04:33.743463532 UTC +00:00, {conversation: #<GlobalID:0x00007f655e256f78 @uri=#<URI::GID gid://chatwoot/Conversation/1>>, notifiable_assignee_change: false, changed_attributes: {"updated_at" => [Sun, 10 Aug 2025 18:04:33.655806544 UTC +00:00, Sun, 10 Aug 2025 18:04:33.717792214 UTC +00:00], "waiting_since" => [nil, Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00]}, performed_by: nil}

I, [2025-08-10T18:04:33.821732 #1]  INFO -- : [ActiveJob] [Messages::AudioTranscriptionJob] [16e06c2f-cd83-4954-be0a-a6ed3806a813] Performing Messages::AudioTranscriptionJob (Job ID: 16e06c2f-cd83-4954-be0a-a6ed3806a813) from Sidekiq(low) enqueued at 2025-08-10T18:04:33.818315092Z with arguments: 8
I, [2025-08-10T18:04:33.824787 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued Messages::AudioTranscriptionJob (Job ID: 16e06c2f-cd83-4954-be0a-a6ed3806a813) to Sidekiq(low) with arguments: 8
I, [2025-08-10T18:04:33.825926 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [2b80831b-47d1-4264-934f-97703b188e45] Performing EventDispatcherJob (Job ID: 2b80831b-47d1-4264-934f-97703b188e45) from Sidekiq(critical) enqueued at 2025-08-10T18:04:33.810966466Z with arguments: "notification.created", Sun, 10 Aug 2025 18:04:33.767018202 UTC +00:00, {notification: #<GlobalID:0x00007f65581cf6c8 @uri=#<URI::GID gid://chatwoot/Notification/8>>}
I, [2025-08-10T18:04:33.826326 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [2b80831b-47d1-4264-934f-97703b188e45] Performed EventDispatcherJob (Job ID: 2b80831b-47d1-4264-934f-97703b188e45) from Sidekiq(critical) in 13.41ms
I, [2025-08-10T18:04:33.836374 #1]  INFO -- : [ActiveJob] [Messages::AudioTranscriptionJob] [16e06c2f-cd83-4954-be0a-a6ed3806a813] Performed Messages::AudioTranscriptionJob (Job ID: 16e06c2f-cd83-4954-be0a-a6ed3806a813) from Sidekiq(low) in 14.67ms
I, [2025-08-10T18:04:33.836836 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec]   Disk Storage (10.7ms) Uploaded file to key: m7rl6n46jxo0kv8769x7gbuue7mp (checksum: bfRU4BzlBIuRQYAi+0oS5g==)
I, [2025-08-10T18:04:33.839555 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued ActiveStorage::AnalyzeJob (Job ID: 711c6191-b55f-409e-8195-7a5922b7518d) to Sidekiq(default) with arguments: #<GlobalID:0x00007f654f8e5bc8 @uri=#<URI::GID gid://chatwoot/ActiveStorage::Blob/8>>
I, [2025-08-10T18:04:33.840297 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued SendReplyJob (Job ID: 9de61740-3748-46cb-a0d9-563edccbb03c) to Sidekiq(high) at 2025-08-10 18:04:35 UTC with arguments: 9
I, [2025-08-10T18:04:33.845626 #1]  INFO -- : [ActiveJob] [ActiveStorage::AnalyzeJob] [711c6191-b55f-409e-8195-7a5922b7518d] Performing ActiveStorage::AnalyzeJob (Job ID: 711c6191-b55f-409e-8195-7a5922b7518d) from Sidekiq(default) enqueued at 2025-08-10T18:04:33.837845712Z with arguments: #<GlobalID:0x00007f655eabfdb8 @uri=#<URI::GID gid://chatwoot/ActiveStorage::Blob/8>>
I, [2025-08-10T18:04:33.849018 #1]  INFO -- : [ActiveJob] [ActiveStorage::AnalyzeJob] [711c6191-b55f-409e-8195-7a5922b7518d]   Disk Storage (0.1ms) Downloaded file from key: m7rl6n46jxo0kv8769x7gbuue7mp
I, [2025-08-10T18:04:33.859813 #1]  INFO -- : [ActiveJob] [ActiveStorage::AnalyzeJob] [711c6191-b55f-409e-8195-7a5922b7518d] Skipping audio analysis because ffprobe isn't installed
I, [2025-08-10T18:04:33.868792 #1]  INFO -- : [ActiveJob] [WebhookJob] [70af5d25-759f-45a4-8bc6-62c5df5f5818] Performing WebhookJob (Job ID: 70af5d25-759f-45a4-8bc6-62c5df5f5818) from Sidekiq(medium) enqueued at 2025-08-10T18:04:33.860630171Z with arguments: "http://pos-whatsapp-ai.apps.svc.cluster.local:8080/pos-whatsapp-ai/webhook/chatwoot/receiveMessage", {account: {id: 1, name: "Custom"}, additional_attributes: {}, content_attributes: {}, content_type: "text", content: nil, conversation: {additional_attributes: {}, can_reply: true, channel: "Channel::Whatsapp", contact_inbox: #<GlobalID:0x00007f6552f8ab38 @uri=#<URI::GID gid://chatwoot/ContactInbox/1>>, id: 1, inbox_id: 1, messages: [{id: 9, content: nil, account_id: 1, inbox_id: 1, conversation_id: 1, message_type: 0, created_at: 1754849073, updated_at: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00, private: false, status: "sent", source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", content_type: "text", content_attributes: {}, sender_type: "Contact", sender_id: 1, external_source_ids: {}, additional_attributes: {}, processed_message_content: nil, sentiment: {}, conversation: {assignee_id: 1, unread_count: 1, last_activity_at: 1754849073, contact_inbox: {source_id: "5215660548888"}}, attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}}], labels: [], meta: {sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}, assignee: {id: 1, name: "Will", available_name: "Will", avatar_url: "", type: "user", availability_status: nil, thumbnail: ""}, team: nil, hmac_verified: false}, status: "open", custom_attributes: {}, snoozed_until: nil, unread_count: 1, first_reply_created_at: Sun, 10 Aug 2025 17:17:37.014253000 UTC +00:00, priority: nil, waiting_since: 0, agent_last_seen_at: 1754848912, contact_last_seen_at: 0, last_activity_at: 1754849073, timestamp: 1754849073, created_at: 1754845904, updated_at: 1754849073.655806}, created_at: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00, id: 9, inbox: {id: 1, name: "Custom AI Dev"}, message_type: "incoming", private: false, sender: {account: {id: 1, name: "Custom"}, additional_attributes: {}, avatar: "", custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false}, source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], event: "message_created"}
I, [2025-08-10T18:04:33.883432 #1]  INFO -- : [ActiveJob] [WebhookJob] [70af5d25-759f-45a4-8bc6-62c5df5f5818] Performed WebhookJob (Job ID: 70af5d25-759f-45a4-8bc6-62c5df5f5818) from Sidekiq(medium) in 21.14ms
I, [2025-08-10T18:04:33.894189 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [47a78529-83fd-442b-8d12-5e3ebbf08bd8] Enqueued WebhookJob (Job ID: dd8642c9-e6d1-4b0e-bd28-9d1f74fb2cae) to Sidekiq(medium) with arguments: "http://pos-whatsapp-ai.apps.svc.cluster.local:8080/pos-whatsapp-ai/webhook/chatwoot/receiveMessage", {additional_attributes: {}, can_reply: true, channel: "Channel::Whatsapp", contact_inbox: #<GlobalID:0x00007f654edf8fa8 @uri=#<URI::GID gid://chatwoot/ContactInbox/1>>, id: 1, inbox_id: 1, messages: [{id: 9, content: nil, account_id: 1, inbox_id: 1, conversation_id: 1, message_type: 0, created_at: 1754849073, updated_at: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00, private: false, status: "sent", source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", content_type: "text", content_attributes: {}, sender_type: "Contact", sender_id: 1, external_source_ids: {}, additional_attributes: {}, processed_message_content: nil, sentiment: {}, conversation: {assignee_id: 1, unread_count: 1, last_activity_at: 1754849073, contact_inbox: {source_id: "5215660548888"}}, attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}}], labels: [], meta: {sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}, assignee: {id: 1, name: "Will", available_name: "Will", avatar_url: "", type: "user", availability_status: nil, thumbnail: ""}, team: nil, hmac_verified: false}, status: "open", custom_attributes: {}, snoozed_until: nil, unread_count: 1, first_reply_created_at: Sun, 10 Aug 2025 17:17:37.014253000 UTC +00:00, priority: nil, waiting_since: 1754849073, agent_last_seen_at: 1754848912, contact_last_seen_at: 0, last_activity_at: 1754849073, timestamp: 1754849073, created_at: 1754845904, updated_at: 1754849073.717792, event: "conversation_updated", changed_attributes: [{"updated_at" => {previous_value: Sun, 10 Aug 2025 18:04:33.655806544 UTC +00:00, current_value: Sun, 10 Aug 2025 18:04:33.717792214 UTC +00:00}}, {"waiting_since" => {previous_value: nil, current_value: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00}}]}
I, [2025-08-10T18:04:33.894355 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [47a78529-83fd-442b-8d12-5e3ebbf08bd8] Performed EventDispatcherJob (Job ID: 47a78529-83fd-442b-8d12-5e3ebbf08bd8) from Sidekiq(critical) in 92.26ms
I, [2025-08-10T18:04:33.896543 #1]  INFO -- : [ActiveJob] [WebhookJob] [dd8642c9-e6d1-4b0e-bd28-9d1f74fb2cae] Performing WebhookJob (Job ID: dd8642c9-e6d1-4b0e-bd28-9d1f74fb2cae) from Sidekiq(medium) enqueued at 2025-08-10T18:04:33.892379716Z with arguments: "http://pos-whatsapp-ai.apps.svc.cluster.local:8080/pos-whatsapp-ai/webhook/chatwoot/receiveMessage", {additional_attributes: {}, can_reply: true, channel: "Channel::Whatsapp", contact_inbox: #<GlobalID:0x00007f654edf2e50 @uri=#<URI::GID gid://chatwoot/ContactInbox/1>>, id: 1, inbox_id: 1, messages: [{id: 9, content: nil, account_id: 1, inbox_id: 1, conversation_id: 1, message_type: 0, created_at: 1754849073, updated_at: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00, private: false, status: "sent", source_id: "wamid.HBgNNTIxNTY2MDU0NDY0MhUCABIYFDNBOEY2RUQxQjIxQ0ZCQzc5MDUwAA==", content_type: "text", content_attributes: {}, sender_type: "Contact", sender_id: 1, external_source_ids: {}, additional_attributes: {}, processed_message_content: nil, sentiment: {}, conversation: {assignee_id: 1, unread_count: 1, last_activity_at: 1754849073, contact_inbox: {source_id: "5215660548888"}}, attachments: [{id: 8, message_id: 9, file_type: "audio", account_id: 1, extension: nil, data_url: "https://chatwoot.custom.com/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg", thumb_url: "", file_size: 8139, width: nil, height: nil, transcribed_text: ""}], sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}}], labels: [], meta: {sender: {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact"}, assignee: {id: 1, name: "Will", available_name: "Will", avatar_url: "", type: "user", availability_status: nil, thumbnail: ""}, team: nil, hmac_verified: false}, status: "open", custom_attributes: {}, snoozed_until: nil, unread_count: 1, first_reply_created_at: Sun, 10 Aug 2025 17:17:37.014253000 UTC +00:00, priority: nil, waiting_since: 1754849073, agent_last_seen_at: 1754848912, contact_last_seen_at: 0, last_activity_at: 1754849073, timestamp: 1754849073, created_at: 1754845904, updated_at: 1754849073.717792, event: "conversation_updated", changed_attributes: [{"updated_at" => {previous_value: Sun, 10 Aug 2025 18:04:33.655806544 UTC +00:00, current_value: Sun, 10 Aug 2025 18:04:33.717792214 UTC +00:00}}, {"waiting_since" => {previous_value: nil, current_value: Sun, 10 Aug 2025 18:04:33.654376000 UTC +00:00}}]}
I, [2025-08-10T18:04:33.900827 #1]  INFO -- : [ActiveJob] [WebhookJob] [dd8642c9-e6d1-4b0e-bd28-9d1f74fb2cae] Performed WebhookJob (Job ID: dd8642c9-e6d1-4b0e-bd28-9d1f74fb2cae) from Sidekiq(medium) in 7.36ms
I, [2025-08-10T18:04:33.912374 #1]  INFO -- : [ActiveJob] [ActionCableBroadcastJob] [d8d32bbb-0920-4995-9696-f6ffaa593005] Performing ActionCableBroadcastJob (Job ID: d8d32bbb-0920-4995-9696-f6ffaa593005) from Sidekiq(critical) enqueued at 2025-08-10T18:04:33.911631343Z with arguments: ["H1GEDyTf9ZcBjyX6aGhNoy8n"], "notification.deleted", {notification: {id: 7}, unread_count: 1, count: 1, account_id: 1}
I, [2025-08-10T18:04:33.916603 #1]  INFO -- : [ActiveJob] [ActionCableBroadcastJob] [d8d32bbb-0920-4995-9696-f6ffaa593005] Performed ActionCableBroadcastJob (Job ID: d8d32bbb-0920-4995-9696-f6ffaa593005) from Sidekiq(critical) in 4.3ms
I, [2025-08-10T18:04:33.917513 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [e1c5b457-00c6-43f6-8385-92cf2da7c619] Skipping EventDispatcherJob with ["notification.deleted", {"_aj_serialized" => "ActiveJob::Serializers::TimeWithZoneSerializer", "value" => "2025-08-10T18:04:33.908416434Z", "time_zone" => "Etc/UTC"}, {"notification" => {"_aj_globalid" => "gid://chatwoot/Notification/7"}, "_aj_symbol_keys" => ["notification"]}] because of ActiveJob::DeserializationError (Error while trying to deserialize arguments: Couldn't find Notification with 'id'=7)
E, [2025-08-10T18:04:33.917560 #1] ERROR -- : [ActiveJob] [EventDispatcherJob] [e1c5b457-00c6-43f6-8385-92cf2da7c619] Discarded EventDispatcherJob (Job ID: e1c5b457-00c6-43f6-8385-92cf2da7c619) due to a ActiveJob::DeserializationError (Error while trying to deserialize arguments: Couldn't find Notification with 'id'=7).
I, [2025-08-10T18:04:33.917594 #1]  INFO -- : [ActiveJob] [EventDispatcherJob] [e1c5b457-00c6-43f6-8385-92cf2da7c619] Performed EventDispatcherJob (Job ID: e1c5b457-00c6-43f6-8385-92cf2da7c619) from Sidekiq(critical) in 1.7ms
I, [2025-08-10T18:04:33.930471 #1]  INFO -- : [ActiveJob] [ActiveStorage::AnalyzeJob] [711c6191-b55f-409e-8195-7a5922b7518d] Performed ActiveStorage::AnalyzeJob (Job ID: 711c6191-b55f-409e-8195-7a5922b7518d) from Sidekiq(default) in 91.37ms
I, [2025-08-10T18:04:33.930641 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued ActionCableBroadcastJob (Job ID: c959fad3-4c14-4773-a330-9733824e35a8) to Sidekiq(critical) with arguments: ["account_1"], "contact.updated", {additional_attributes: {}, custom_attributes: {}, email: nil, id: 1, identifier: nil, name: "Custom App", phone_number: "+5215660548888", thumbnail: "", blocked: false, type: "contact", account_id: 1}
I, [2025-08-10T18:04:33.931887 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued EventDispatcherJob (Job ID: 5d21a21b-f64f-4fe5-82b0-856906ae4c6b) to Sidekiq(critical) with arguments: "contact.updated", Sun, 10 Aug 2025 18:04:33.929640184 UTC +00:00, {contact: #<GlobalID:0x00007f6557fc0a58 @uri=#<URI::GID gid://chatwoot/Contact/1>>, changed_attributes: {"updated_at" => [Sun, 10 Aug 2025 17:52:12.265984000 UTC +00:00, Sun, 10 Aug 2025 18:04:33.884496130 UTC +00:00], "last_activity_at" => [Sun, 10 Aug 2025 17:52:12.263120000 UTC +00:00, Sun, 10 Aug 2025 18:04:33.864013599 UTC +00:00]}}
I, [2025-08-10T18:04:33.933574 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued Messages::AudioTranscriptionJob (Job ID: 204ba18d-5a4c-4b70-b9df-9143bb5b5884) to Sidekiq(low) with arguments: 8
I, [2025-08-10T18:04:33.934162 #1]  INFO -- : [ActiveJob] [Messages::AudioTranscriptionJob] [204ba18d-5a4c-4b70-b9df-9143bb5b5884] Performing Messages::AudioTranscriptionJob (Job ID: 204ba18d-5a4c-4b70-b9df-9143bb5b5884) from Sidekiq(low) enqueued at 2025-08-10T18:04:33.933279438Z with arguments: 8
I, [2025-08-10T18:04:33.935173 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Enqueued ActiveStorage::AnalyzeJob (Job ID: 16be8f14-9977-401b-ad02-c1b2e622ee55) to Sidekiq(default) with arguments: #<GlobalID:0x00007f6560519178 @uri=#<URI::GID gid://chatwoot/ActiveStorage::Blob/8>>
I, [2025-08-10T18:04:33.935657 #1]  INFO -- : [ActiveJob] [Webhooks::WhatsappEventsJob] [572a5a8a-db82-4427-b40e-fc35c96308ec] Performed Webhooks::WhatsappEventsJob (Job ID: 572a5a8a-db82-4427-b40e-fc35c96308ec) from Sidekiq(low) in 1316.53ms
I, [2025-08-10T18:04:33.939377 #1]  INFO -- : [ActiveJob] [Messages::AudioTranscriptionJob] [204ba18d-5a4c-4b70-b9df-9143bb5b5884] Performed Messages::AudioTranscriptionJob (Job ID: 204ba18d-5a4c-4b70-b9df-9143bb5b5884) from Sidekiq(low) in 5.25ms

Web log:

I, [2025-08-10T18:50:50.273337 #1]  INFO -- : [24d212eb-e1fd-478b-b5b9-ac5ba80989a2] Started GET "/rails/active_storage/blobs/redirect/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418/File.ogg" for 104.23.195.49 at 2025-08-10 18:50:50 +0000
I, [2025-08-10T18:50:50.277929 #1]  INFO -- : [24d212eb-e1fd-478b-b5b9-ac5ba80989a2] Processing by ActiveStorage::Blobs::RedirectController#show as OGG
I, [2025-08-10T18:50:50.278062 #1]  INFO -- : [24d212eb-e1fd-478b-b5b9-ac5ba80989a2]   Parameters: {"signed_id" => "eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaHBEUT09IiwiZXhwIjpudWxsLCJwdXIiOiJibG9iX2lkIn19--7b6f28682489dace52bec88fb0b38f9ee63ba418", "filename" => "File"}
I, [2025-08-10T18:50:50.283923 #1]  INFO -- : [24d212eb-e1fd-478b-b5b9-ac5ba80989a2] Redirected to http://chatwoot.custom.com/rails/active_storage/disk/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaDdDVG9JYTJWNVNTSWhiVGR5YkRadU5EWnFlRzh3YTNZNE56WTVlRGRuWW5WMVpUZHRjQVk2QmtWVU9oQmthWE53YjNOcGRHbHZia2tpUDJGMGRHRmphRzFsYm5RN0lHWnBiR1Z1WVcxbFBTSkdhV3hsTG05blp5STdJR1pwYkdWdVlXMWxLajFWVkVZdE9DY25SbWxzWlM1dloyY0dPd1pVT2hGamIyNTBaVzUwWDNSNWNHVkpJZzloZFdScGJ5OXZjSFZ6QmpzR1ZEb1JjMlZ5ZG1salpWOXVZVzFsT2dwc2IyTmhiQT09IiwiZXhwIjoiMjAyNS0wOC0xMFQxODo1NTo1MC4yODNaIiwicHVyIjoiYmxvYl9rZXkifX0=--063fbb7e3c53f1b1a6bb4a61b15b7c98ad5b0c4d/File.ogg
I, [2025-08-10T18:50:50.284258 #1]  INFO -- : [24d212eb-e1fd-478b-b5b9-ac5ba80989a2] Completed 302 Found in 6ms (ActiveRecord: 0.5ms | Allocations: 1705)
I, [2025-08-10T18:50:50.745750 #1]  INFO -- : [61f52e56-b207-47f1-806f-354f8b60d0c4] Started GET "/rails/active_storage/disk/eyJfcmFpbHMiOnsibWVzc2FnZSI6IkJBaDdDVG9JYTJWNVNTSWhiVGR5YkRadU5EWnFlRzh3YTNZNE56WTVlRGRuWW5WMVpUZHRjQVk2QmtWVU9oQmthWE53YjNOcGRHbHZia2tpUDJGMGRHRmphRzFsYm5RN0lHWnBiR1Z1WVcxbFBTSkdhV3hsTG05blp5STdJR1pwYkdWdVlXMWxLajFWVkVZdE9DY25SbWxzWlM1dloyY0dPd1pVT2hGamIyNTBaVzUwWDNSNWNHVkpJZzloZFdScGJ5OXZjSFZ6QmpzR1ZEb1JjMlZ5ZG1salpWOXVZVzFsT2dwc2IyTmhiQT09IiwiZXhwIjoiMjAyNS0wOC0xMFQxODo1NTo1MC4yODNaIiwicHVyIjoiYmxvYl9rZXkifX0=--063fbb7e3c53f1b1a6bb4a61b15b7c98ad5b0c4d/File.ogg" for 172.69.74.208 at 2025-08-10 18:50:50 +0000
I, [2025-08-10T18:50:50.775726 #1]  INFO -- : [61f52e56-b207-47f1-806f-354f8b60d0c4] Processing by ActiveStorage::DiskController#show as OGG
I, [2025-08-10T18:50:50.775796 #1]  INFO -- : [61f52e56-b207-47f1-806f-354f8b60d0c4]   Parameters: {"encoded_key" => "[FILTERED]", "filename" => "File"}
I, [2025-08-10T18:50:50.783231 #1]  INFO -- : [61f52e56-b207-47f1-806f-354f8b60d0c4] Completed 404 Not Found in 7ms (ActiveRecord: 0.0ms | Allocations: 1490)

[walejandromt]

Hi all,

I’ve been analyzing this issue and it seems the root cause is related to how the filename is handled when downloading WhatsApp media files.

Currently, the filename is extracted from the Content-Disposition header here:

chatwoot/app/services/whatsapp/incoming_message_whatsapp_cloud_service.rb

Lines 11 to 16 in 5454535

	def download_attachment_file(attachment_payload)
	url_response = HTTParty.get(inbox.channel.media_url(attachment_payload[:id]), headers: inbox.channel.api_headers)
	# This url response will be failure if the access token has expired.
	inbox.channel.authorization_error! if url_response.unauthorized?
	Down.download(url_response.parsed_response['url'], headers: inbox.channel.api_headers) if url_response.success?
	end

chatwoot/app/services/whatsapp/incoming_message_base_service.rb

Lines 119 to 127 in 5454535

	@message.attachments.new(
	account_id: @message.account_id,
	file_type: file_content_type(message_type),
	file: {
	io: attachment_file,
	filename: attachment_file.original_filename,
	content_type: attachment_file.content_type
	}
	)

The header returns:
Content-Disposition: inline;filename=File.ogg

However, when accessing the media URL like this:
http://chatwoot.custom.com/rails/active_storage/disk/.../**File.ogg**

the extension .ogg is lost and only File is used as the filename parameter, causing a 404 error when trying to retrieve the file:
Parameters: {"encoded_key" => "[FILTERED]", "filename" => "File"}

But the file is actually saved in Rails as "File.ogg", as shown by:

blob.filename.to_s
=> "File.ogg"

My suggestion is to avoid relying solely on the Content-Disposition for the filename and instead explicitly set the original_filename when downloading the file, for example by assigning the WhatsApp media ID, like this:

tmp_file = Down.download(url_response.parsed_response['url'], headers: inbox.channel.api_headers) if url_response.success?
tmp_file.original_filename = attachment_payload[:id]
tmp_file

Or maybe something like this could be simpler as well.

@message.attachments.new(
      account_id: @message.account_id,
      file_type: file_content_type(message_type),
      file: {
        io: attachment_file,
        filename: attachment_payload[:id],
        content_type: attachment_file.content_type
      }
    )

I’m not very experienced with Ruby, but I believe this approach could prevent the filename mismatch and avoid the 404 error.

Hope this can be helpful.

[walejandromt]

I’ve found that the root cause of this issue is not related to the previous discussion, but rather to how the Chatwoot Helm Charts is configured.
By default, the /app/storage path used by Rails ActiveStorage is not mounted to a PersistentVolume, which causes each pod (web and worker) to store files in its own local storage. This leads to missing file errors when requests are handled by a different pod than the one that stored the file.

I submitted a PR (chatwoot/charts#168) to add proper volume mounts in the Helm charts so that /app/storage is shared via a PVC across pods. This resolves the persistence problem.

That said, I also recommend that we avoid using the original filename from Content-Disposition in URLs. Instead, we should use a generated hash or the WhatsApp media ID as the filename. This would prevent issues with filename mismatches and make the file retrieval process more robust.

Thanks for reviewing, and I hope this helps improve file handling in Chatwoot.

[abielzulio]

any update?

[TheEmanuelSampaio]

Up!!!

[sojan-official]

We will track this over : chatwoot/charts#168