[CRITICAL] [UX Reliability] Sometimes new users has 2 concierge chats after first sign up

[mountiny]

If you haven’t already, check out our contributing guidelines for onboarding and email [email protected] to request to join our Slack channel!

---

Version Number: 1.4.75-1
Reproducible in staging?:
Reproducible in production?:
If this was caught during regression testing, add the test name, ID and link from TestRail:
Email or phone of affected tester (no customers):
Logs: https://stackoverflow.com/c/expensify/questions/4856
Expensify/Expensify Issue URL:
Issue reported by:
Slack conversation: https://expensify.slack.com/archives/C05LX9D6E07/p1717178036627669?thread_ts=1716934948.607449&cid=C05LX9D6E07
Time of bug report: 2024-05-28 3:22pm PDT

Action Performed:

Break down in numbered steps

1. As Alice request money from user that does not have account yet (Bob)

2. As Bob, you will receive an email with this request

3. 

4. Click Pay and verify you are redirected to the login screen

5. Log in as Bob

6. Check out chats in the LHN

Expected Result:

Describe what you think should've happened

There should only be one Concierge chat

Actual Result:

Describe what actually happened

There are two chats that we essentially concierge chat. One of them however looks weird like this

Workaround:

Can the user still use Expensify without this being fixed? Have you informed them of the workaround?

Platforms:

Which of our officially supported platforms is this issue occurring on?

• Android: Native
• Android: mWeb Chrome
• iOS: Native
• iOS: mWeb Safari
• MacOS: Chrome / Safari
• MacOS: Desktop

Screenshots/Videos

Add any screenshot/video evidence

View all open jobs on GitHub

Issue Owner

Current Issue Owner: @neil-marcellini

[melvin-bot]

Triggered auto assignment to Contributor-plus team member for initial proposal review - @rushatgabhane (External)

[melvin-bot]

Triggered auto assignment to @Christinadobrzyn (Bug), see https://stackoverflow.com/c/expensify/questions/14418 for more details. Please add this bug to a GH project, as outlined in the SO.

[mountiny]

Adding to newdot-quality

Noting that this might be a race condition, so it's not always reproducible. It seems like the odd chat might be created optimistically, and we get the correct concierge chat later in the OpenApp response. This needs to be investigated

[MelvinBot]

This has been labelled "Needs Reproduction". Follow the steps here: https://stackoverflowteams.com/c/expensify/questions/16989

[Christinadobrzyn]

hey @mountiny I'm wondering if this might be the same root? - #42321

I tried to reproduce this through these steps;

• As [email protected] request money from user that does not have account yet ([email protected])
• As [email protected], you will receive an email with this request (I'm not getting this)
• Log in as [email protected]
• Check out chats in the LHN

I'm not getting any email... I wonder if this needs to be tested in dev?

[mountiny]

I think this is specific about the Concierge chat being duplicated

[neil-marcellini]

Hey there, I'm jumping in to help investigate this internally.

[neil-marcellini]

First I tried testing a very simple case on dev to see if I could reproduce the error. I used these steps.

1. Log in with an existing account A
2. Submit a manual expense to a new account B
3. Log in as account B
4. Check the LHN

The concierge chat appeared fine, so next I'll test with the exact steps in the description. I think it was helpful to rule out the simple case first.

[neil-marcellini]

I'm unable to reproduce the error on dev following the exact flow described.

[mountiny]

@neil-marcellini I have just reproed locally something weird potentially related.

1. Create account in oldDot for new account which was never used before
2. Sign into the same account in NewDot
3. There was some weird chat I was navigated to

I was not able to repro again though, really odd, not sure what is causing this

[neil-marcellini]

The thread where we're discussing this now is here.

The reportIDs of the concierge chat with two users, and with only concierge, are these values respectively 3201626641067399, 6655774248117393.

I extracted that from the video @danielrvidal shared.

As Puneet suggested, I'm going to determine if these chats actually exist in the DB or if they are optimistic. I'll try with supportal first, then maybe request CQs if that fails. The email of the account is [email protected].

[neil-marcellini]

For the concierge chat report which included the current account 3201626641067399, I get that the report was not found. Therefore it was an optimistic report.

For the other report 6655774248117393, I get a response suggesting that the report actually exists, although OldDot shows an endless spinner, but that's probably just because OldDot doesn't load chat reports properly.

Here is the response

{
    "jsonCode": 200,
    "reports": {
        "6655774248117393": {
            "accountEmail": "__fake__",
            "accountID": 0,
            "approved": "",
            "cachedData": "",
            "cachedTotal": "$0.00",
            "created": "2024-05-28 22:16:42",
            "currency": "USD",
            "entryID": "",
            "isStatementReport": false,
            "managerEmail": "__fake__",
            "managerID": 0,
            "orderDealNumbers": "",
            "reportID": 6655774248117393,
            "reportName": "Chat Report",
            "reportStatus": 0,
            "starred": false,
            "state": "OPEN",
            "stateNum": 0,
            "status": 0,
            "submitted": "",
            "transactionCount": 0,
            "transactionList": [],
            "reportNameValuePairs": {
                "expensify_policyID": "_FAKE_",
                "lastReadTime_17304561": "2024-05-28 22:16:42.359",
                "type": "chat"
            },
            "reportActionList": [
                {
                    "accountEmail": "__fake__",
                    "accountID": "0",
                    "action": "CREATED",
                    "created": "2024-05-28 22:16:42.358",
                    "message": {
                        "creatorAccountID": 17304561,
                        "lastModified": "2024-05-28 22:16:42.358"
                    },
                    "previousReportActionID": "0",
                    "reportActionID": "6162605927137434213",
                    "reportID": 6655774248117393,
                    "sequenceNumber": 0
                },
                {
                    "accountEmail": "[email protected]",
                    "accountID": "8392101",
                    "action": "ADDCOMMENT",
                    "created": "2024-05-28 22:16:43.452",
                    "message": {
                        "html": "<h1>Welcome to Expensify<\/h1>\ud83d\udc4b Hey there, I'm Concierge! If you have any questions about Expensify, you can always chat with me here 24-7 for fast and reliable support. I'm happy to help!",
                        "lastModified": "2024-05-28 22:16:43.452"
                    },
                    "previousReportActionID": "6162605927137434213",
                    "reportActionID": "5027620404823866902",
                    "reportID": 6655774248117393,
                    "sequenceNumber": 1
                },
                {
                    "accountEmail": "[email protected]",
                    "accountID": "8392101",
                    "action": "ADDCOMMENT",
                    "created": "2024-05-30 08:29:33.160",
                    "message": {
                        "html": "<h1>What will you use Expensify for?<\/h1>Choose the features you need and I can help get you up and running <a href=\"https:\/\/www.expensify.com\/inbox?policyID=AE6F7AFE6B942647&amp;taskID=WelcomeBusiness\" target=\"_blank\" rel=\"noreferrer noopener\">here.<\/a> For questions, just reply to this message or <a href=\"https:\/\/www.expensify.com\/inbox?policyID=AE6F7AFE6B942647&amp;calltaskID=WelcomeBusiness\" target=\"_blank\" rel=\"noreferrer noopener\">request a call<\/a>.",
                        "isMarketingMessage": true,
                        "lastModified": "2024-05-30 08:29:33.160"
                    },
                    "previousReportActionID": "5027620404823866902",
                    "reportActionID": "3884547479339066364",
                    "reportID": 6655774248117393,
                    "sequenceNumber": 2
                }
            ],
            "sharedReportList": [
                {
                    "accountID": 17304561,
                    "email": "[email protected]",
                    "permissions": "read, write"
                },
                {
                    "accountID": 8392101,
                    "email": "[email protected]",
                    "permissions": "read, write"
                }
            ],
            "publicRoomActors": [],
            "mentionedReportsDetails": [],
            "mentionedAccountsPersonalDetails": [],
            "fieldList": [],
            "comments": [],
            "showChart": false,
            "formattedTotal": "$0.00",
            "starting": "2027-08-02",
            "ending": "1970-01-01",
            "editable": true,
            "ownerEmail": "__fake__",
            "ownerAccountID": 0,
            "lastVisibleActionCreated": "2024-05-30 08:29:33.160",
            "lastReadTime": "2024-05-28 22:16:42.359",
            "violations": [],
            "nextStep": {
                "buttons": [],
                "message": [
                    {
                        "text": "Waiting for "
                    },
                    {
                        "text": "__fake__",
                        "type": "strong",
                        "tooltipText": "__fake__ (click to copy)",
                        "clickToCopyText": "__fake__"
                    },
                    {
                        "text": " to "
                    },
                    {
                        "text": "add expenses",
                        "type": "strong"
                    },
                    {
                        "text": " to this report."
                    }
                ],
                "title": "Next Step:",
                "requiresUserAction": false,
                "type": null,
                "showUndoSubmit": false,
                "showForMobile": true,
                "showForExpense": true,
                "expenseMessage": [],
                "nextReceiver": ""
            }
        }
    },
    "globals": {
        "csrfToken": "nem9+RNPHk7UfMiVirxeV4BJOXw8l5SdVPCfSOzRdloZypC9kG7uMvqyOg5wr4Sg7J\/m1EZQMKu4+NoOHh3Sa4Ftjdu8\/\/DLeIdHzTrnDXX\/NBmcJ34HzkvPsqleWbQKmu4HeTrjaMajoHo0aCeC9KpSCPJF\/eRZEshBbJEM"
    },
    "codeRevision": "eb1b5ef0cef7d0ef467cd0405232442f7958889e",
    "requestID": "88caa0720bcaf9f9-SJC"
}

I will continue my investigation by looking at how an optimistic concierge chat report might get created.

[neil-marcellini]

I think this is where the optimistic concierge chat could be coming from, but I need to dig deeper to determine how things might go wrong. Definitely seems like some kind of a race condition. I ran out of time for today.

[kosmydel]

Hello, I'm Jakub from the Software Mansion expert's agency. I've been trying to reproduce an issue, but I'm not receiving any emails when requesting money (splitting an expense). I've attempted this with 2 different email accounts and waited over 15 minutes. I'm not sure if this is a problem with my email account or with outgoing Expensify emails (magic code emails are working fine for me).

I will try again later, as I cannot proceed without this email.

[neil-marcellini]

Hi Jakub, I also experienced the same issue when trying to reproduce on staging. I'll test once more today and if I don't get an email I will create a separate backend issue to investigate that.

[neil-marcellini]

I'm going to write out the entire frontend flow relating to concierge chats.

The first thing to look at is where are optimistic concierge chats created?
Optimistic chat reports are created with the function buildOptimisticChatReport.
That function is used in many places, but only navigateToAndOpenReport is relevant
It's used by navigateToConciergeChat
That's called from the Concierge page
It's part of the AuthScreens, so it will only show after the user has logged in
The call in the Concierge page runs in a focus effect, which runs when the component is mounted and focused

If the navigation is ready and the component is still mounted, then the function is called
Within navigateToConciergeChat it checks if the conciergeChatReportID is unset, and if so calls onServerDataReady with a callback.

onServerDataReady just returns the isServerDataReadyPromise, which is tied to the value of resolveIsReadyPromise, which is called by checkServerDataReady when ONYXKEYS.IS_LOADING_REPORT_DATA is updated with the value false.

Shoot, so after testing, I see that the Concierge page only mounts if you navigate to https://dev.new.expensify.com:8082/concierge, and it doesn't happen in this flow.

I looked at the other uses of navigateToConciergeChat and they don't look promising. Not sure what do do here. Maybe I can get logs for the actual flow in the bug report?

[neil-marcellini]

Aha, I found App logs from the bug report video.

The report that the pay button navigates to is reportID 2524712465763561.

I'm still lost on this one though, so maybe I should look carefully at the flow which happens when you navigate to a report while logged out. It kind of looks like the report was in Onyx before he even signed in, because it loads surprisingly fast.

I think it would be easy to waste a lot of time on this, so I'm suggesting in Slack that we close or hold this and focus on why we can't get emails for new chats.

[neil-marcellini]

Closing this out since it's not reproducible and we don't really have any leads on how to solve it. One thing we did learn is that emails for new money requests are not sent to expensifail users.