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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
..
captain feat: Add UI for custom tools (#12585) 2025-10-06 09:05:54 -07:00
channel feat: Voice Channel (#11602) 2025-12-19 12:41:33 -08:00
enterprise perf: update the logic to purchase credits (#12998) 2025-12-08 10:52:17 +05:30
helpCenter feat(cloud): Add support for viewing status of SSL in custom domains (#12011) 2025-07-30 10:52:47 -07:00
inbox feat: APIs to assign agents_bots as assignee in conversations (#12836) 2025-11-18 18:20:58 -08:00
integrations feat: Add support for Langfuse LLM Tracing via OTEL (#12905) 2025-11-21 16:31:45 -08:00
specs feat: TikTok channel (#12741) 2025-12-17 07:54:50 -08:00
account.js feat: Reconnect logic (#9453) 2024-06-03 15:54:19 +05:30
accountActions.js feat: Create modal to merge two contacts (#2457) 2021-10-13 18:35:13 +05:30
agentBots.js feat: Ability to reset api_access_token (#11565) 2025-05-29 14:42:13 +05:30
agentCapacityPolicies.js feat: Agent capacity policy index page with CRUD actions (#12409) 2025-09-12 16:22:42 +05:30
agents.js feat: Adds bulk_invite api for onboarding view (#8931) 2024-02-16 17:01:27 +05:30
ApiClient.js feat: update tool-chain to latest (#7975) 2023-09-27 14:02:34 +05:30
assignableAgents.js chore: Add Assignable Agents API (#4722) 2022-05-23 19:24:07 +05:30
assignmentPolicies.js feat: Agent assignment policy index page with CRUD actions (#12373) 2025-09-10 12:07:21 +05:30
attributes.js feat: Render contact custom attributes in contact/conversation sidebar (#3310) 2021-11-11 15:23:33 +05:30
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
automation.js feat: add a common upload endpoint (#7806) 2023-08-31 10:36:02 +07:00
bulkActions.js feat: Add Bulk actions to conversations (#4647) 2022-06-03 11:12:22 +05:30
CacheEnabledApiClient.js fix: idb is not available in firefox private mode [CW-2217] (#7524) 2023-07-14 13:35:30 +05:30
campaigns.js feat: Add campaign (#2177) 2021-05-04 15:08:41 +05:30
cannedResponse.js Chore: Scope URLs with account_id (#601) 2020-03-09 23:27:10 +05:30
changelog.js feat: Changelog card components (#12673) 2025-10-27 14:39:49 +05:30
channels.js Chore: Add Facebook app set up documentation (#647) 2020-03-28 11:43:02 +05:30
companies.js feat: Companies page (#12842) 2025-11-18 15:29:15 +05:30
contactNotes.js feat: Add notes for Contacts (#3273) 2021-10-25 18:35:58 +05:30
contacts.js feat: outbound voice call essentials (#12782) 2025-11-24 17:47:00 -08:00
conversations.js Chore: Scope URLs with account_id (#601) 2020-03-09 23:27:10 +05:30
csatReports.js fix: CSAT filter metrics rendering & conversation reports not working [CW-1840, CW-1818] (#7170) 2023-05-23 16:47:04 +05:30
customRole.js chore: Custom Roles to manage permissions [ UI ] (#9865) 2024-09-17 11:40:11 -07:00
customViews.js feat: Adds the ability to delete a segment (#3836) 2022-01-24 17:37:43 +05:30
dashboardApps.js feat: Allow users to create dashboard apps to give agents more context (#4761) 2022-06-01 11:13:10 +05:30
endPoints.js fix: Prevent display_name reset when updating password (#10374) 2025-06-11 19:05:30 -04:00
inboxes.js feat: Add support for sending CSAT surveys via templates (Whatsapp Cloud) (#12787) 2026-01-06 11:46:00 +04:00
inboxHealth.js feat: Add WhatsApp health monitoring and self-service registration completion (#12556) 2025-10-02 11:25:48 +05:30
inboxMembers.js Chore: Inbox Members API improvements (#3008) 2021-09-14 11:55:02 +05:30
integrations.js feat(apps): Shopify Integration (#11101) 2025-03-19 15:37:55 -07:00
labels.js feat: IndexedDB based caching for labels, inboxes and teams [CW-50] (#6710) 2023-03-27 12:16:25 +05:30
liveReports.js feat: Add live report for teams (#10849) 2025-03-12 16:03:09 -07:00
macros.js feat: Add API module and Vuex store for Macros (#5603) 2022-10-11 22:54:17 -07:00
mfa.js feat: Add the frontend support for MFA (#12372) 2025-09-18 21:16:06 +05:30
notifications.js fix: Inbox view Read/Snoozed display filters (#8907) 2024-02-17 13:59:25 +05:30
notificationSubscription.js Feature: Add web push notification permission in frontend (#766) 2020-05-06 00:10:56 +05:30
notion_auth.js feat: notion OAuth setup (#11765) 2025-06-26 19:16:06 +05:30
reports.js feat: Allow users to see heatmap for last 30 days (#10848) 2025-02-19 14:54:15 -08:00
samlSettings.js feat: SAML UI [CW-2958] (#12345) 2025-09-15 19:33:54 +05:30
search.js feat: allow searching articles in omnisearch (#11558) 2025-05-28 13:50:50 +05:30
sla.js feat(ee): Add SLA management UI (#8777) 2024-02-20 23:03:22 -08:00
slaReports.js fix: Add more filters for SLA download reports (#9231) 2024-04-16 09:00:52 +05:30
summaryReports.js feat: label reports overview (#11194) 2025-06-11 14:35:46 +05:30
teams.js feat: IndexedDB based caching for labels, inboxes and teams [CW-50] (#6710) 2023-03-27 12:16:25 +05:30
userNotificationSettings.js Chore: Scope URLs with account_id (#601) 2020-03-09 23:27:10 +05:30
webhooks.js Chore: Scope URLs with account_id (#601) 2020-03-09 23:27:10 +05:30
yearInReview.js feat(ce): Add Year in review feature (#13078) 2025-12-15 17:24:45 -08:00