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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
..
account fix: account email validation during signup (#11307) 2025-05-20 20:45:39 -07:00
auto_assignment feat: Assignment service (v2) (#12320) 2025-11-17 10:08:25 +05:30
automation_rules feat: Add support for labels in automations (#11658) 2025-09-18 14:17:54 +05:30
base chore: Add cache to improve widget performance (#11163) 2025-03-24 16:04:49 -07:00
contacts feat: outbound voice call essentials (#12782) 2025-11-24 17:47:00 -08:00
conversations feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
crm feat: save timezone from leadsquared API (#11583) 2025-05-28 09:46:59 +05:30
data_import fix: downcase email before finding (#8921) 2024-02-21 18:51:00 +05:30
email chore: Migrate mailers from the worker to jobs (#12331) 2025-10-21 16:36:37 -07:00
email_templates chore: Fix emails being sent with the wrong translations (#2236) 2021-06-08 22:45:01 +05:30
facebook feat: hide CSAT survey URLs from agents in dashboard (#11622) 2025-06-11 23:39:47 +05:30
geocoder fix: ip-lookup database lazy loading for all environments (#8052) 2024-10-22 23:18:30 -07:00
google feat: add Google Email fetch and OAuth token refresh service (#9603) 2024-06-11 14:22:03 +05:30
imap feat: add Google Email fetch and OAuth token refresh service (#9603) 2024-06-11 14:22:03 +05:30
instagram fix: Handle Instagram API error codes properly in message processing (#13002) 2025-12-04 18:53:50 +05:30
internal feat: add job to remove stale contacts and contact_inboxes (#11186) 2025-03-28 12:18:39 +05:30
labels fix: Update associations when a label is updated (#3046) 2021-09-21 10:16:32 +05:30
line fix: Ensure messages go to correct conversation when receive multi user in 1 LINE webhook (#12322) 2025-09-22 17:05:25 +05:30
linear feat: Add activity messages for linear actions (#11654) 2025-06-13 11:57:11 +05:30
liquid feat: Add liquid processing for SMS campaigns (#10981) 2025-06-11 13:16:44 -04:00
llm_formatter feat: legacy features to ruby llm (#12994) 2025-12-11 14:17:28 +05:30
macros feat: Add webhook event support for macros (#11235) 2025-04-02 20:26:55 -07:00
mailbox refactor: strategy pattern for mailbox conversation finding (#12766) 2025-11-10 20:47:18 +05:30
message_templates fix: captain template message conflict (#13048) 2025-12-15 15:47:26 +05:30
messages fix: Add code_block method to WhatsApp and Instagram markdown renderers (#13166) 2025-12-30 11:25:54 -08:00
mfa feat: MFA (#12290) 2025-09-18 20:19:24 +05:30
microsoft feat: add Google Email fetch and OAuth token refresh service (#9603) 2024-06-11 14:22:03 +05:30
notification chore: Handle WebPush rate limiting in push notification service (#12184) 2025-08-13 13:32:22 +05:30
sms fix: Error shouldn't halt the campaign for entire audience (#11980) 2025-08-11 12:03:48 +05:30
telegram fix: stream attachment handling in workers (#12870) 2025-12-05 13:02:53 -08:00
tiktok feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
twilio feat: Add call-to-action template support for Twilio (#13179) 2026-01-06 10:38:36 +04:00
twitter feat: hide CSAT survey URLs from agents in dashboard (#11622) 2025-06-11 23:39:47 +05:30
whatsapp feat: Add backend changes for whatsapp csat template (#12984) 2025-12-11 16:36:37 +05:30
widget feat: MFA (#12290) 2025-09-18 20:19:24 +05:30
account_deletion_service.rb feat: automate account deletion (#11406) 2025-05-23 12:58:13 +05:30
action_service.rb chore: Add open conversation option (#11828) 2025-07-02 10:01:50 +05:30
base_refresh_oauth_token_service.rb feat: add Google Email fetch and OAuth token refresh service (#9603) 2024-06-11 14:22:03 +05:30
base_token_service.rb feat: MFA (#12290) 2025-09-18 20:19:24 +05:30
csat_survey_service.rb feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
filter_service.rb chore: Ability to filter conversations with priority (#10967) 2025-03-03 16:38:22 +05:30
ip_lookup_service.rb feat(poc): Disable widget based on country (#6658) 2023-03-14 09:09:57 -07:00
search_service.rb feat(ee): Setup advanced, performant message search (#12193) 2025-08-28 10:10:28 +05:30