From 2b8588bec0ad8a7786368de4b058117f376f5d39 Mon Sep 17 00:00:00 2001
From: Vincent Koc <vincentkoc@ieee.org>
Date: Thu, 5 Mar 2026 08:00:16 -0500
Subject: [PATCH] Auto-reply: avoid routing external replies from internal
 webchat turns

---
 src/auto-reply/reply/dispatch-from-config.ts | 8 +++++++-
 1 file changed, 7 insertions(+), 1 deletion(-)

diff --git a/src/auto-reply/reply/dispatch-from-config.ts b/src/auto-reply/reply/dispatch-from-config.ts
index 1a968581cf6..f60d357ee3d 100644
--- a/src/auto-reply/reply/dispatch-from-config.ts
+++ b/src/auto-reply/reply/dispatch-from-config.ts
@@ -215,8 +215,14 @@ export async function dispatchReplyFromConfig(params: {
   const surfaceChannel = normalizeMessageChannel(ctx.Surface);
   // Prefer provider channel because surface may carry origin metadata in relayed flows.
   const currentSurface = providerChannel ?? surfaceChannel;
+  const isInternalWebchatTurn =
+    currentSurface === INTERNAL_MESSAGE_CHANNEL &&
+    (surfaceChannel === INTERNAL_MESSAGE_CHANNEL || !surfaceChannel);
   const shouldRouteToOriginating = Boolean(
-    isRoutableChannel(originatingChannel) && originatingTo && originatingChannel !== currentSurface,
+    !isInternalWebchatTurn &&
+    isRoutableChannel(originatingChannel) &&
+    originatingTo &&
+    originatingChannel !== currentSurface,
   );
   const shouldSuppressTyping =
     shouldRouteToOriginating || originatingChannel === INTERNAL_MESSAGE_CHANNEL;