feat: Add backend changes for whatsapp csat template (#12984)

This PR add the backend changes for the feature [sending CSAT surveys
via WhatsApp message templates
](https://github.com/chatwoot/chatwoot/pull/12787)

---------

Co-authored-by: Vinay Keerthi <11478411+stonecharioteer@users.noreply.github.com>

app/services/whatsapp/csat_template_name_service.rb

@@ -0,0 +1,49 @@
+class Whatsapp::CsatTemplateNameService
+  CSAT_BASE_NAME = 'customer_satisfaction_survey'.freeze
+
+  # Generates template names like: customer_satisfaction_survey_{inbox_id}_{version_number}
+
+  def self.csat_template_name(inbox_id, version = nil)
+    base_name = csat_base_name_for_inbox(inbox_id)
+    version ? "#{base_name}_#{version}" : base_name
+  end
+
+  def self.extract_version(template_name, inbox_id)
+    return nil if template_name.blank?
+
+    pattern = versioned_pattern_for_inbox(inbox_id)
+    match = template_name.match(pattern)
+    match ? match[1].to_i : nil
+  end
+
+  def self.generate_next_template_name(base_name, inbox_id, current_template_name)
+    return base_name if current_template_name.blank?
+
+    current_version = extract_version(current_template_name, inbox_id)
+    next_version = current_version ? current_version + 1 : 1
+    csat_template_name(inbox_id, next_version)
+  end
+
+  def self.matches_csat_pattern?(template_name, inbox_id)
+    return false if template_name.blank?
+
+    base_pattern = base_pattern_for_inbox(inbox_id)
+    versioned_pattern = versioned_pattern_for_inbox(inbox_id)
+
+    template_name.match?(base_pattern) || template_name.match?(versioned_pattern)
+  end
+
+  def self.csat_base_name_for_inbox(inbox_id)
+    "#{CSAT_BASE_NAME}_#{inbox_id}"
+  end
+
+  def self.base_pattern_for_inbox(inbox_id)
+    /^#{CSAT_BASE_NAME}_#{inbox_id}$/
+  end
+
+  def self.versioned_pattern_for_inbox(inbox_id)
+    /^#{CSAT_BASE_NAME}_#{inbox_id}_(\d+)$/
+  end
+
+  private_class_method :csat_base_name_for_inbox, :base_pattern_for_inbox, :versioned_pattern_for_inbox
+end

app/services/whatsapp/csat_template_service.rb

@@ -0,0 +1,139 @@
+class Whatsapp::CsatTemplateService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+  WHATSAPP_API_VERSION = 'v14.0'.freeze
+  TEMPLATE_CATEGORY = 'MARKETING'.freeze
+  TEMPLATE_STATUS_PENDING = 'PENDING'.freeze
+
+  def initialize(whatsapp_channel)
+    @whatsapp_channel = whatsapp_channel
+  end
+
+  def create_template(template_config)
+    base_name = template_config[:template_name]
+    template_name = generate_template_name(base_name)
+    template_config_with_name = template_config.merge(template_name: template_name)
+    request_body = build_template_request_body(template_config_with_name)
+    response = send_template_creation_request(request_body)
+    process_template_creation_response(response, template_config_with_name)
+  end
+
+  def delete_template(template_name = nil)
+    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
+    response = HTTParty.delete(
+      "#{business_account_path}/message_templates?name=#{template_name}",
+      headers: api_headers
+    )
+    { success: response.success?, response_body: response.body }
+  end
+
+  def get_template_status(template_name)
+    response = HTTParty.get("#{business_account_path}/message_templates?name=#{template_name}", headers: api_headers)
+
+    if response.success? && response['data']&.any?
+      template_data = response['data'].first
+      {
+        success: true,
+        template: {
+          id: template_data['id'], name: template_data['name'],
+          status: template_data['status'], language: template_data['language']
+        }
+      }
+    else
+      { success: false, error: 'Template not found' }
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error fetching template status: #{e.message}"
+    { success: false, error: e.message }
+  end
+
+  private
+
+  def generate_template_name(base_name)
+    current_template_name = current_template_name_from_config
+    Whatsapp::CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
+  end
+
+  def current_template_name_from_config
+    @whatsapp_channel.inbox.csat_config&.dig('template', 'name')
+  end
+
+  def build_template_request_body(template_config)
+    {
+      name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      category: TEMPLATE_CATEGORY,
+      components: build_template_components(template_config)
+    }
+  end
+
+  def build_template_components(template_config)
+    [
+      build_body_component(template_config[:message]),
+      build_buttons_component(template_config)
+    ]
+  end
+
+  def build_body_component(message)
+    {
+      type: 'BODY',
+      text: message
+    }
+  end
+
+  def build_buttons_component(template_config)
+    {
+      type: 'BUTTONS',
+      buttons: [
+        {
+          type: 'URL',
+          text: template_config[:button_text] || DEFAULT_BUTTON_TEXT,
+          url: "#{template_config[:base_url]}/survey/responses/{{1}}",
+          example: ['12345']
+        }
+      ]
+    }
+  end
+
+  def send_template_creation_request(request_body)
+    HTTParty.post(
+      "#{business_account_path}/message_templates",
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def process_template_creation_response(response, template_config = {})
+    if response.success?
+      {
+        success: true,
+        template_id: response['id'],
+        template_name: response['name'] || template_config[:template_name],
+        language: template_config[:language] || DEFAULT_LANGUAGE,
+        status: TEMPLATE_STATUS_PENDING
+      }
+    else
+      Rails.logger.error "WhatsApp template creation failed: #{response.code} - #{response.body}"
+      {
+        success: false,
+        error: 'Template creation failed',
+        response_body: response.body
+      }
+    end
+  end
+
+  def business_account_path
+    "#{api_base_path}/#{WHATSAPP_API_VERSION}/#{@whatsapp_channel.provider_config['business_account_id']}"
+  end
+
+  def api_headers
+    {
+      'Authorization' => "Bearer #{@whatsapp_channel.provider_config['api_key']}",
+      'Content-Type' => 'application/json'
+    }
+  end
+
+  def api_base_path
+    ENV.fetch('WHATSAPP_CLOUD_BASE_URL', 'https://graph.facebook.com')
+  end
+end

app/services/whatsapp/providers/whatsapp_cloud_service.rb

@@ -62,12 +62,31 @@ class Whatsapp::Providers::WhatsappCloudService < Whatsapp::Providers::BaseServi
     { 'Authorization' => "Bearer #{whatsapp_channel.provider_config['api_key']}", 'Content-Type' => 'application/json' }
   end
 
+  def create_csat_template(template_config)
+    csat_template_service.create_template(template_config)
+  end
+
+  def delete_csat_template(template_name = nil)
+    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
+    csat_template_service.delete_template(template_name)
+  end
+
+  def get_template_status(template_name)
+    csat_template_service.get_template_status(template_name)
+  end
+
   def media_url(media_id, phone_number_id = nil)
     url = "#{api_base_path}/v13.0/#{media_id}"
     url += "?phone_number_id=#{phone_number_id}" if phone_number_id
     url
   end
 
+  private
+
+  def csat_template_service
+    @csat_template_service ||= Whatsapp::CsatTemplateService.new(whatsapp_channel)
+  end
+
   def api_base_path
     ENV.fetch('WHATSAPP_CLOUD_BASE_URL', 'https://graph.facebook.com')
   end