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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
..
actions fix: Disable enqueueing Avatar jobs if the URL is invalid (#12035) 2025-07-24 12:56:39 +04:00
assets feat: Move email attachments from links to file attachments (#11304) 2025-04-15 23:43:12 -07:00
builders feat(ce): Add Year in review feature (#13078) 2025-12-15 17:24:45 -08:00
channels fix: Move contact events to account stream rather than individual user stream (#11082) 2025-03-13 17:46:48 -07:00
config fix: Update Arcade embed aspect ratio (#12923) 2025-11-24 20:22:27 +05:30
configs chore: Enable the new Rubocop rules (#7122) 2023-05-19 14:37:10 +05:30
controllers fix: Validate blob before attaching it to a record (#13115) 2025-12-19 19:02:21 -08:00
dispatchers Non blocking event dispatch (#652) 2020-03-29 19:18:30 +05:30
drops feat: Add the support for custom attributes in message variables (#8511) 2023-12-08 14:13:35 -08:00
enterprise feat(enterprise): add voice conference API (#13064) 2025-12-15 15:11:59 -08:00
factories feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
finders feat: add SKIP_INCOMING_BCC_PROCESSING as internal config (#12484) 2025-09-22 17:52:56 +05:30
fixtures feat: Add BE changes for captain pdf support for faq generation (#12113) 2025-08-27 20:31:22 +05:30
helpers chore: Refactor UTM params to stay compliant with standards (#12312) 2025-08-29 11:46:52 -07:00
integration Fix url in emails, add frontendURL helper (#19) 2019-08-25 19:59:28 +05:30
jobs feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
lib feat: Standardize rich editor across all channels (#12600) 2025-12-08 14:43:45 +05:30
listeners feat: APIs to assign agents_bots as assignee in conversations (#12836) 2025-11-18 18:20:58 -08:00
mailboxes refactor: strategy pattern for mailbox conversation finding (#12766) 2025-11-10 20:47:18 +05:30
mailers feat: speed up circleci and github actions (#12849) 2025-11-19 15:32:48 +05:30
models feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
policies chore: Enforce custom role permissions on conversation access (#12583) 2025-10-22 20:23:37 -07:00
presenters feat: Standardize rich editor across all channels (#12600) 2025-12-08 14:43:45 +05:30
requests/api/v1 feat: APIs to assign agents_bots as assignee in conversations (#12836) 2025-11-18 18:20:58 -08:00
services feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
support feat: Secure external credentials with database encryption (#12648) 2025-10-13 18:05:12 +05:30
coverage_helper.rb ci(circleci): switch coverage reporting to Qlty orb (#12337) 2025-08-31 00:39:34 +05:30
rails_helper.rb fix: resolve mutex conflicts in Instagram webhook specs (#12154) 2025-08-11 23:31:25 +05:30
spec_helper.rb ci(circleci): switch coverage reporting to Qlty orb (#12337) 2025-08-31 00:39:34 +05:30
test_helper.rb ci(circleci): switch coverage reporting to Qlty orb (#12337) 2025-08-31 00:39:34 +05:30