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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
..
advancedFilters.json feat(v4): Add new conversation filters component (#10502) 2024-11-27 20:05:54 -08:00
agentBots.json feat: Ability to reset api_access_token (#11565) 2025-05-29 14:42:13 +05:30
agentMgmt.json fix: Translate "None" option in agent assignment dropdown (#11060) 2025-03-11 14:49:27 -07:00
attributesMgmt.json feat: Custom attribute page redesign (#13087) 2025-12-17 14:30:49 +05:30
auditLogs.json feat: Add conversation delete feature (#11677) 2025-06-05 15:53:17 -05:00
automation.json feat: Add support for labels in automations (#11658) 2025-09-18 14:17:54 +05:30
bulkActions.json feat: Bulk actions for contacts (#12763) 2025-10-30 15:28:28 +05:30
campaign.json feat: WhatsApp campaigns (#11910) 2025-07-16 09:04:02 +05:30
cannedMgmt.json feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
chatlist.json feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
companies.json chore: Improve pagination with compact number formatting and pluralization (#12962) 2025-11-27 10:32:34 +05:30
components.json chore: Improve pagination with compact number formatting and pluralization (#12962) 2025-11-27 10:32:34 +05:30
contact.json feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
contactFilters.json feat: Ability to filter contact based on labels (#12343) 2025-09-02 12:35:18 +05:30
contentTemplates.json feat: Add call-to-action template support for Twilio (#13179) 2026-01-06 10:38:36 +04:00
conversation.json feat: Voice Channel (#11602) 2025-12-19 12:41:33 -08:00
csatMgmt.json feat: more CSAT filters (#7038) 2023-05-18 22:50:46 +05:30
customRole.json feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
datePicker.json feat: Custom date picker (#9247) 2024-04-29 14:43:57 +05:30
emoji.json feat: Adds the ability to set an emoji for help center category (#8111) 2023-10-20 13:52:30 +05:30
general.json feat: SAML feedback changes [CW-5666] (#12511) 2025-09-24 16:07:07 +05:30
generalSettings.json fix: Translate Priority and Messages types in Automations and Macros (#11741) 2025-07-08 12:40:40 +05:30
helpCenter.json feat: Allow detaching help center widget (#12459) 2025-09-17 22:27:50 +05:30
inbox.json feat: add reauth flow for wa embedded signup (#11940) 2025-08-08 01:48:45 +05:30
inboxMgmt.json feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
index.js feat(ce): Add Year in review feature (#13078) 2025-12-15 17:24:45 -08:00
integrationApps.json chore: Update settings to match the new design (#11084) 2025-03-14 14:28:14 +05:30
integrations.json chore: Hide assistant switcher on paywall screen (#12875) 2025-11-17 09:58:59 +05:30
labelsMgmt.json feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
login.json feat: Form validation message for password input (#11705) 2025-09-29 11:12:04 +05:30
macros.json fix: Translate Priority and Messages types in Automations and Macros (#11741) 2025-07-08 12:40:40 +05:30
mfa.json feat: Add the frontend support for MFA (#12372) 2025-09-18 21:16:06 +05:30
report.json feat: allow selecting month range in overview reports (#12701) 2025-11-12 18:34:00 +05:30
resetPassword.json feat: Support dark mode in login pages (#7420) 2023-07-01 07:49:52 +05:30
search.json feat: allow searching articles in omnisearch (#11558) 2025-05-28 13:50:50 +05:30
setNewPassword.json feat: update product copy [CWM-45] (#6372) 2023-04-25 22:02:15 -07:00
settings.json feat(ce): Add Year in review feature (#13078) 2025-12-15 17:24:45 -08:00
signup.json feat: Form validation message for password input (#11705) 2025-09-29 11:12:04 +05:30
sla.json feat: Update the design for integration page (#9825) 2024-07-24 16:35:40 -07:00
teamsSettings.json chore: update interpolation syntax for i18n files (#10198) 2024-10-07 11:12:40 -07:00
webhooks.json Feature: As a admin, I should be able to add webhooks to account (#572) 2020-02-29 17:43:49 +05:30
whatsappTemplates.json feat: Add media_name support for WhatsApp templates document files (#12462) 2025-09-18 15:25:31 +05:30
yearInReview.json feat(ce): Add Year in review feature (#13078) 2025-12-15 17:24:45 -08:00