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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
..
contacts feat: outbound voice call essentials (#12782) 2025-11-24 17:47:00 -08:00
conversations feat: Voice Channel (#11602) 2025-12-19 12:41:33 -08:00
helpCenterArticles chore: Help center improvements (#10712) 2025-01-21 13:50:01 +05:30
helpCenterCategories feat(v4): Update the help center portal design (#10296) 2024-10-23 22:09:36 -07:00
helpCenterPortals feat(cloud): Add support for viewing status of SSL in custom domains (#12011) 2025-07-30 10:52:47 -07:00
inboxes feat: Voice channel creation Flow (#11775) 2025-06-25 14:21:03 -07:00
notifications feat: Display notification count in sidebar inbox item (#12324) 2025-09-01 15:55:09 +05:30
specs feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
teams feat(v4): Update the report pages to show aggregate values (#10766) 2025-01-28 09:19:18 +05:30
accounts.js feat: Add AI credit topup flow for Stripe (#12988) 2025-12-02 17:53:44 -08:00
agentBots.js feat: Ability to reset api_access_token (#11565) 2025-05-29 14:42:13 +05:30
agentCapacityPolicies.js feat: Agent capacity policy Create/Edit pages (#12424) 2025-09-12 18:42:55 +05:30
agents.js feat(v4): Update the report pages to show aggregate values (#10766) 2025-01-28 09:19:18 +05:30
assignmentPolicies.js feat: Agent assignment policy Create/Edit pages (#12400) 2025-09-10 20:02:11 +05:30
attributes.js fix: Update contact details page errors (#10536) 2024-12-04 13:58:53 -08:00
auditlogs.js feat: audit logs UI (#6803) 2023-04-17 19:11:05 +05:30
auth.js fix: Prevent display_name reset when updating password (#10374) 2025-06-11 19:05:30 -04:00
automations.js feat: Update the design for automation (#10002) 2024-08-22 16:22:54 +05:30
bulkActions.js feat: Adds support for all snooze option in bulk actions (#9361) 2024-05-09 19:27:31 +05:30
campaigns.js feat: WhatsApp campaigns (#11910) 2025-07-16 09:04:02 +05:30
cannedResponse.js feat: Update the design for canned responses (#9903) 2024-08-07 09:43:47 -07:00
contactConversations.js feat(v4): Add new contact details screen (#10504) 2024-12-03 21:29:47 -08:00
contactLabels.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
contactNotes.js feat(v4): Add new contact details screen (#10504) 2024-12-03 21:29:47 -08:00
conversationLabels.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
conversationMetadata.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
conversationPage.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
conversationSearch.js feat: allow searching articles in omnisearch (#11558) 2025-05-28 13:50:50 +05:30
conversationStats.js chore: add script to throttle bulkreindex job creation and increase meta timeouts(#12626) 2025-10-13 16:21:45 +05:30
conversationTypingStatus.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
conversationWatchers.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
csat.js feat: more CSAT filters (#7038) 2023-05-18 22:50:46 +05:30
customRole.js chore: Custom Roles to manage permissions [ UI ] (#9865) 2024-09-17 11:40:11 -07:00
customViews.js feat: Improve Contact list (#10522) 2024-12-02 18:23:41 -08:00
dashboardApps.js feat: Add the ability to create dashboard apps from the UI (#4924) 2022-07-08 15:55:32 +07:00
draftMessages.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
inboxAssignableAgents.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
inboxes.js feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
inboxMembers.js Chore: Inbox Members API improvements (#3008) 2021-09-14 11:55:02 +05:30
integrations.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
labels.js feat: label reports overview (#11194) 2025-06-11 14:35:46 +05:30
macros.js feat: Add API module and Vuex store for Macros (#5603) 2022-10-11 22:54:17 -07:00
reports.js feat: Overview heatmap improvements (#12359) 2025-10-13 19:15:57 +05:30
sla.js feat: add option to delete and disable edits for SLA (#9108) 2024-03-15 12:21:32 +05:30
SLAReports.js feat: Download SLA reports (#9201) 2024-04-08 20:51:34 -07:00
summaryReports.js feat: label reports overview (#11194) 2025-06-11 14:35:46 +05:30
teamMembers.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
userNotificationSettings.js feat: Vite + vue 3 💚 (#10047) 2024-10-02 00:36:30 -07:00
webhooks.js feat: Add event subscription option to webhooks (#4540) 2022-04-25 17:44:42 +05:30