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Muhsin Keloth 3e5b2979eb
feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 
This PR enables sending CSAT surveys on WhatsApp using approved WhatsApp
message templates, ensuring survey delivery even after the 24-hour
session window.

The system now automatically creates, updates, and monitors WhatsApp
CSAT templates without manual intervention.

<img width="1664" height="1792" alt="approved"
src="https://github.com/user-attachments/assets/c6efd61e-1d01-4738-abb6-0afc0dace975"
/>

#### Why this change

Previously, WhatsApp CSAT messages failed outside the 24-hour customer
window.

With this update:

- CSAT surveys are delivered reliably using WhatsApp templates
- Template creation happens automatically in the background
- Users can modify survey content and recreate templates easily
- Clear UI states show template approval status

#### Screens & States

<details>
<summary>Default — No template configured yet</summary>
<img width="1662" height="1788" alt="default"
src="https://github.com/user-attachments/assets/ed26d71b-cf7c-4a26-a2af-da88772c847c"
/>
</details>
<details>
<summary>Pending — Template submitted, awaiting Meta approval</summary>
<img width="1658" height="1816" alt="pending"
src="https://github.com/user-attachments/assets/923b789b-d91b-4364-905d-e56a2b65331a"
/>
</details>
<details>
<summary>Approved — Survey will be sent when conversation
resolves</summary>
<img width="1664" height="1792" alt="approved"
src="https://github.com/user-attachments/assets/c6efd61e-1d01-4738-abb6-0afc0dace975"
/>
</details>
<details>
<summary>Rejected — Template rejected by Meta</summary>
<img width="1672" height="1776" alt="rejected"
src="https://github.com/user-attachments/assets/f69a9b0e-be27-4e67-a993-7b8149502c4f"
/>
</details>
<details>
<summary>Not Found — Template missing in Meta Platform</summary>
<img width="1660" height="1784" alt="not-exist"
src="https://github.com/user-attachments/assets/a2a4b4f7-b01a-4424-8fcb-3ed84256e057"
/>
</details>
<details>
<summary>Edit Template — Delete & recreate template on change</summary>
<img width="2342" height="1778" alt="edit-survey"
src="https://github.com/user-attachments/assets/0f999285-0341-4226-84e9-31f0c6446924"
/>
</details>

#### Test Cases


**1. First-time CSAT setup on WhatsApp inbox**

- Enable CSAT
- Enter message + button text
- Save
- Expected: Template created automatically, UI shows pending state

**2. CSAT toggle without changing text**

- Existing approved template
- Toggle CSAT OFF → ON (no text change)
- Expected: No confirmation alert, no template recreation

**3. Editing only survey rules**

- Modify labels or rule conditions only
- Expected: No confirmation alert, template remains unchanged

**4. Template text change**

- Change survey message or button text
- Save
- Expected:
    - Confirmation dialog shown
    - On confirm → previous template deleted, new one created
    - On cancel → revert to previous values

**5. Language change**

- Change template language (e.g., en → es)
- Expected: Confirmation dialog + new template on confirm

 **6. Sending survey**

- Template approved → always send template
- Template pending → send free-form within 24 hours only
- Template rejected/missing → fallback to free-form (if within window)
- Outside 24 hours & no approved template → activity log only

**7. Non-WhatsApp inbox**

- Enable CSAT for email/web inbox
- Expected: No template logic triggered


Fixes
https://linear.app/chatwoot/issue/CW-6188/support-for-sending-csat-surveys-via-approved-whatsapp

---------

Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Vinay Keerthi <11478411+stonecharioteer@users.noreply.github.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
2026-01-06 11:46:00 +04:00
..
Accordion chore: Remove old buttons from Vue2 design (#11159) 2025-03-31 17:51:38 -07:00
app fix: Conditionally fetch limits and assistants for enterprise/cloud (#12099) 2025-08-04 15:06:58 -07:00
auth feat: Add the frontend support for MFA (#12372) 2025-09-18 21:16:06 +05:30
base feat: Eslint rules (#9839) 2024-08-05 14:02:16 +05:30
buttons feat: Enhance button interactions (#12738) 2025-11-06 16:24:05 +05:30
copilot chore: Replace copilot input with auto-expanding textarea (#12296) 2025-08-27 15:12:48 +05:30
table chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
ui chore: Update missing places with new colors (#12862) 2025-11-13 22:16:13 +05:30
widgets feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
ChannelSelector.vue feat: Update Inbox/Team creation UI (#12305) 2025-09-02 14:11:38 +05:30
ChatList.vue chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
ChatListHeader.vue fix: Fix overlap issue with filter dropdown (#12133) 2025-08-07 20:15:33 -07:00
Code.vue fix: Code component style issue (#12022) 2025-07-23 13:20:46 +04:00
ConversationItem.vue feat: Add conversation delete feature (#11677) 2025-06-05 15:53:17 -05:00
CustomAttribute.vue fix: Issues with custom attributes in conversation sidebar (#11476) 2025-05-16 15:22:18 +05:30
CustomBrandPolicyWrapper.vue style: apply fixes for eslint issues [cw-3590] (#10210) 2024-10-03 15:02:12 +05:30
CustomSnoozeModal.vue chore: Update buttons in conversation screens(#11132) 2025-03-21 14:47:28 +05:30
FormSection.vue chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
index.js chore: Replace Thumbnail with Avatar (#12119) 2025-08-11 15:47:17 +05:30
IntersectionObserver.vue feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
Modal.vue chore: Update buttons in conversation screens(#11132) 2025-03-21 14:47:28 +05:30
ModalHeader.vue chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
NetworkNotification.vue chore: Update buttons in conversation screens - 2 (#11134) 2025-03-21 21:54:54 +05:30
policy.vue feat: Add visibility checks for installation types (#10773) 2025-02-21 14:48:31 -08:00
SettingsSection.vue chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
Snackbar.vue fix: Snackbar notifications hidden behind modal dialogs (#11616) 2025-05-29 12:49:38 +05:30
SnackbarContainer.vue fix: Snackbar notifications hidden behind modal dialogs (#11616) 2025-05-29 12:49:38 +05:30