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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 feat: Allow customizing the responses, flows in Captain (#11385) 2025-04-29 15:42:15 -07:00
AssignmentPolicy chore: Assignment policy improvements (#12429) 2025-09-16 14:10:10 +05:30
avatar fix: RTL issues in new conversation form (#12163) 2025-08-11 14:16:48 -07:00
banner chore: Update buttons in dashboard (#11145) 2025-03-31 17:21:32 -07:00
breadcrumb chore: Optimize contact page for smaller displays (#12183) 2025-08-14 19:07:20 +05:30
button feat: Voice Channel (#11602) 2025-12-19 12:41:33 -08:00
buttonGroup feat: Enhance button interactions (#12738) 2025-11-06 16:24:05 +05:30
Campaigns feat: WhatsApp enhanced templates front end changes (#12117) 2025-08-12 18:53:19 +05:30
captain chore: Replace installation name in captain empty state (#13083) 2025-12-16 15:04:34 +05:30
changelog-card feat: Changelog card components (#12673) 2025-10-27 14:39:49 +05:30
checkbox feat: Add support for bulk action for Captain FAQs (#10905) 2025-02-27 17:05:33 -08:00
colorpicker chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
combobox feat: Enhance button interactions (#12738) 2025-11-06 16:24:05 +05:30
Companies chore: Hide pagination for empty company list (#12920) 2025-11-21 12:23:01 +05:30
Contacts feat: Voice Channel (#11602) 2025-12-19 12:41:33 -08:00
content-templates feat: Add twilio content templates (#12277) 2025-08-29 16:13:25 +05:30
Conversation feat: Enhance button interactions (#12738) 2025-11-06 16:24:05 +05:30
ConversationWorkflow feat: Custom attribute page redesign (#13087) 2025-12-17 14:30:49 +05:30
copilot feat: Update Captain navigation structure (#12761) 2025-11-06 16:31:23 -08:00
CustomAttributes feat: Custom attribute page redesign (#13087) 2025-12-17 14:30:49 +05:30
dialog feat: Add Teleport component to fix RTL/LTR utility classes (#11455) 2025-05-12 11:49:23 -07:00
dropdown-menu feat: allow selecting month range in overview reports (#12701) 2025-11-12 18:34:00 +05:30
Editor chore: Strip unsupported signature formatting by channel (#13046) 2025-12-11 19:58:59 +05:30
feature-spotlight chore: Hide "Learn More" button in feature spotlight for self-hosted (#12675) 2025-10-16 12:04:53 +05:30
filter fix: Remove unnecessary scroll bars from filter dropdown (#12515) 2025-09-24 20:55:52 +05:30
flag feat: Flag icon component (#10564) 2024-12-10 11:53:24 +05:30
HelpCenter feat: Standardize rich editor across all channels (#12600) 2025-12-08 14:43:45 +05:30
icon feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
Inbox chore: Replace Thumbnail with Avatar (#12119) 2025-08-11 15:47:17 +05:30
inline-input chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
input feat: Add the frontend support for MFA (#12372) 2025-09-18 21:16:06 +05:30
Label feat: Agent capacity policy Create/Edit pages (#12424) 2025-09-12 18:42:55 +05:30
message feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
NewConversation fix: Prevent invalid attachments from blocking text paste (#13135) 2025-12-22 21:17:35 +05:30
pagination chore: Improve pagination with compact number formatting and pluralization (#12962) 2025-11-27 10:32:34 +05:30
phonenumberinput fix: Accidental contact creation on country dropdown toggle (#11494) 2025-05-16 16:14:00 +05:30
selectmenu feat: Update conversation basic filter (#11415) 2025-05-06 12:44:23 +05:30
sidebar chore: Enable YearInReview for everyone, include analytics (#13090) 2025-12-16 18:20:10 -08:00
spinner feat: Add Spinner to new components (#10303) 2024-10-16 17:53:46 -07:00
switch chore: Migrate to next Switch component (#12005) 2025-07-23 13:56:17 +05:30
tabbar feat: Enhance button interactions (#12738) 2025-11-06 16:24:05 +05:30
taginput fix: RTL issues in new conversation form (#12163) 2025-08-11 14:16:48 -07:00
textarea chore: Remove older UI (#11720) 2025-07-01 09:43:44 +05:30
whatsapp feat: Add media_name support for WhatsApp templates document files (#12462) 2025-09-18 15:25:31 +05:30
year-in-review chore: Enable YearInReview for everyone, include analytics (#13090) 2025-12-16 18:20:10 -08:00
CardLayout.vue feat: Add support for bulk action for Captain FAQs (#10905) 2025-02-27 17:05:33 -08:00
EmptyStateLayout.vue chore: Improvements in pending FAQs (#12755) 2025-10-29 14:34:28 -07:00
SidebarActionsHeader.story.vue feat: Update the UI to support the change for Copilot as a universal copilot (#11618) 2025-05-29 12:35:10 +05:30
SidebarActionsHeader.vue feat: Update the UI to support the change for Copilot as a universal copilot (#11618) 2025-05-29 12:35:10 +05:30
TeleportWithDirection.vue feat: Add Teleport component to fix RTL/LTR utility classes (#11455) 2025-05-12 11:49:23 -07:00