iachat/app/services
Muhsin Keloth 6be95e79f8
feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575)
CSAT templates for WhatsApp are submitted as Utility, but Meta may
reclassify them as Marketing based on content, which can significantly
increase messaging costs.
This PR introduces a Captain-powered CSAT template analyzer for
WhatsApp/Twilio WhatsApp that predicts utility fit, explains likely
risks, and suggests safer rewrites before submission. The flow is manual
(button-triggered), Captain-gated, and applies rewrites only on explicit
user action. It also updates UX copy to clearly set expectations: the
system submits as Utility, Meta makes the final categorization decision.

Fixes
https://linear.app/chatwoot/issue/CW-6424/ai-powered-whatsapp-template-classifier-for-csat-submissions


https://github.com/user-attachments/assets/8fd1d6db-2f91-447c-9771-3de271b16fd9
2026-02-24 15:11:04 +04:00
..
account fix: account email validation during signup (#11307) 2025-05-20 20:45:39 -07:00
auto_assignment feat: show assignment policy name in auto-assignment activity messages (#13598) 2026-02-24 13:32:54 +05:30
automation_rules fix: Add email rate limiting to automation rule actions (#13474) 2026-02-07 10:02:40 -08:00
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 fix: Force account_id in the query (#13388) 2026-01-28 14:51:24 -08:00
crm Revert "chore: Upgrade Rails to 7.2.2 and update Gemfile dependencies (#11037)" 2026-02-03 21:09:42 -08:00
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 cron job to remove orphan conversations (#13335) 2026-01-28 19:25:20 +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: new Captain Editor (#13235) 2026-01-21 13:39:07 +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 not responding to campaign conversations (#13489) 2026-02-12 10:07:56 +05:30
messages feat: add per-account daily rate limit for outbound emails (#13411) 2026-02-03 02:06:51 +05:30
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 feat: add per-account daily rate limit for outbound emails (#13411) 2026-02-03 02:06:51 +05:30
sms fix: Error shouldn't halt the campaign for entire audience (#11980) 2025-08-11 12:03:48 +05:30
telegram fix: Use Faraday for Telegram document uploads to fix large file failures (#13397) 2026-02-10 14:25:25 -08:00
tiktok feat: Handle external echo messages from native apps (#13371) 2026-02-02 15:52:53 +05:30
twilio fix(twilio): prevent dead jobs on missing channel lookup (#13522) 2026-02-13 14:06:12 -08:00
twitter feat: hide CSAT survey URLs from agents in dashboard (#11622) 2025-06-11 23:39:47 +05:30
whatsapp feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575) 2026-02-24 15:11:04 +04:00
widget feat: MFA (#12290) 2025-09-18 20:19:24 +05:30
account_deletion_service.rb fix(account-deletion): normalize deleted email suffix and handle collisions safely (#13472) 2026-02-07 17:29:27 -08:00
action_service.rb fix: disable email transcript for free plans (#13509) 2026-02-11 21:21:36 +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 fix: Respect survey label rules for WhatsApp CSAT template (#13285) 2026-01-15 22:16:00 -08:00
csat_template_management_service.rb feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575) 2026-02-24 15:11:04 +04:00
csat_template_name_service.rb feat: Add support for sending CSAT surveys via templates (Whatsapp Twilio) (#13143) 2026-01-13 16:32:02 +04:00
csat_template_utility_analysis_service.rb feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575) 2026-02-24 15:11:04 +04:00
csat_template_utility_rubric.rb feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575) 2026-02-24 15:11:04 +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: Advanced Search Backend (#12917) 2026-01-07 15:30:49 +05:30