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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
contacts feat: Bulk delete for contacts (#12778) 2025-11-04 17:47:53 -08:00
conversations feat: APIs to assign agents_bots as assignee in conversations (#12836) 2025-11-18 18:20:58 -08:00
crm/leadsquared test(leadsquared): make ApiError specs reload-safe (#13098) 2025-12-17 13:30:34 -08:00
email chore: Migrate mailers from the worker to jobs (#12331) 2025-10-21 16:36:37 -07:00
facebook feat: Add message support for input_select type in Facebook (#11627) 2025-06-10 16:15:11 +05:30
google feat: add Google Email fetch and OAuth token refresh service (#9603) 2024-06-11 14:22:03 +05:30
imap feat: Add configurable interval for IMAP sync (#9302) 2024-04-25 18:58:20 -07:00
instagram feat: Handle instagram test service (#11244) 2025-04-11 19:11:29 +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: Whatsapp embedded signup (#11612) 2025-07-14 21:37:06 -07:00
liquid feat: Add liquid processing for SMS campaigns (#10981) 2025-06-11 13:16:44 -04:00
llm_formatter feat: Differentiate bot and user in the summary (#12801) 2025-11-05 11:42:21 -08:00
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: Disable automations on auto-reply emails (#12101) 2025-08-05 13:17:06 +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 chore: Refactor RefreshOauthTokenService to improve readability (#8820) 2024-01-31 12:24:12 +04:00
notification chore: Disable email notifications for unconfirmed users (#10964) 2025-02-24 12:14:40 -08:00
sms fix: Error shouldn't halt the campaign for entire audience (#11980) 2025-08-11 12:03:48 +05:30
telegram feat: Enable lock to single thread settings for Telegram (#12367) 2025-09-24 11:35:14 +05:30
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 chore: Enable the new Rubocop rules (#7122) 2023-05-19 14:37:10 +05:30
whatsapp feat: Add backend changes for whatsapp csat template (#12984) 2025-12-11 16:36:37 +05:30
widget feat: speed up circleci and github actions (#12849) 2025-11-19 15:32:48 +05:30
account_deletion_service_spec.rb feat: automate account deletion (#11406) 2025-05-23 12:58:13 +05:30
action_service_spec.rb chore: Add open conversation option (#11828) 2025-07-02 10:01:50 +05:30
base_token_service_spec.rb feat: MFA (#12290) 2025-09-18 20:19:24 +05:30
csat_survey_service_spec.rb feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
search_service_spec.rb feat: skip inbox filter if the user has access to all inboxes (#12043) 2025-07-25 15:29:10 +05:30