diff --git a/app/models/bot/smooch.rb b/app/models/bot/smooch.rb
index 6f808d28b6..c6036891ce 100644
--- a/app/models/bot/smooch.rb
+++ b/app/models/bot/smooch.rb
@@ -779,9 +779,9 @@ def self.save_text_message(message)
       pm = nil
       extra = {}
       if link.nil?
-        claim = self.extract_claim(text)
+        claim = self.extract_claim(text).gsub(/\s+/, ' ').strip
         extra = { quote: claim }
-        pm = ProjectMedia.joins(:media).where('lower(quote) = ?', claim.downcase).where('project_medias.team_id' => team.id).last
+        pm = ProjectMedia.joins(:media).where('trim(lower(quote)) = ?', claim.downcase).where('project_medias.team_id' => team.id).last
       else
         extra = { url: link.url }
         pm = ProjectMedia.joins(:media).where('medias.url' => link.url, 'project_medias.team_id' => team.id).last
diff --git a/test/models/bot/smooch_4_test.rb b/test/models/bot/smooch_4_test.rb
index 31f2db57f1..80db102e3a 100644
--- a/test/models/bot/smooch_4_test.rb
+++ b/test/models/bot/smooch_4_test.rb
@@ -566,6 +566,45 @@ def teardown
     end
   end
 
+  test "should normalize text for tipline queries" do
+    Sidekiq::Testing.inline! do
+      text  = "\vstring      for testing\t\n  "
+      message = {
+        type: 'text',
+        text: text,
+        authorId: random_string,
+        '_id': random_string
+      }
+      assert_difference 'ProjectMedia.count', 1 do
+        Bot::Smooch.save_message(message.to_json, @app_id)
+      end
+      pm = ProjectMedia.last
+      assert_equal 'string for testing', pm.media.quote
+      text  = "\vstring      FOR teSTIng\t\n  "
+      message = {
+        type: 'text',
+        text: text,
+        authorId: random_string,
+        '_id': random_string
+      }
+      assert_no_difference 'ProjectMedia.count' do
+        Bot::Smooch.save_message(message.to_json, @app_id)
+      end
+      # test with existing items
+      pm = create_project_media team: @team, quote: '  test with Existing ITEM'
+      text  = "\vTEST      with existing     item  \t\n  "
+      message = {
+        type: 'text',
+        text: text,
+        authorId: random_string,
+        '_id': random_string
+      }
+      assert_no_difference 'ProjectMedia.count' do
+        Bot::Smooch.save_message(message.to_json, @app_id)
+      end
+    end
+  end
+
   test "should send only visual card to user" do
     pm = create_project_media
     publish_report(pm, {}, nil, { use_text_message: false })