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>
This commit is contained in:
Muhsin Keloth
@@ -3,7 +3,9 @@ require 'rails_helper'
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describe CsatSurveyService do
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let(:account) { create(:account) }
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let(:inbox) { create(:inbox, account: account, csat_survey_enabled: true) }
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let(:conversation) { create(:conversation, inbox: inbox, account: account, status: :resolved) }
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let(:contact) { create(:contact, account: account) }
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let(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: inbox, source_id: '+1234567890') }
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let(:conversation) { create(:conversation, contact_inbox: contact_inbox, inbox: inbox, account: account, status: :resolved) }
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let(:service) { described_class.new(conversation: conversation) }
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describe '#perform' do
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@@ -87,5 +89,269 @@ describe CsatSurveyService do
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expect(Conversations::ActivityMessageJob).not_to have_received(:perform_later)
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end
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end
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context 'when it is a WhatsApp channel' do
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let(:whatsapp_channel) do
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create(:channel_whatsapp, account: account, provider: 'whatsapp_cloud',
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sync_templates: false, validate_provider_config: false)
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end
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let(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: account, csat_survey_enabled: true) }
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let(:whatsapp_contact) { create(:contact, account: account) }
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let(:whatsapp_contact_inbox) { create(:contact_inbox, contact: whatsapp_contact, inbox: whatsapp_inbox, source_id: '1234567890') }
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let(:whatsapp_conversation) do
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create(:conversation, contact_inbox: whatsapp_contact_inbox, inbox: whatsapp_inbox, account: account, status: :resolved)
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end
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let(:whatsapp_service) { described_class.new(conversation: whatsapp_conversation) }
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let(:mock_provider_service) { instance_double(Whatsapp::Providers::WhatsappCloudService) }
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before do
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allow(Whatsapp::Providers::WhatsappCloudService).to receive(:new).and_return(mock_provider_service)
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allow(whatsapp_conversation).to receive(:can_reply?).and_return(true)
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end
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context 'when template is available and approved' do
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before do
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setup_approved_template('customer_survey_template')
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end
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it 'sends WhatsApp template survey instead of regular survey' do
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mock_successful_template_send('template_message_id_123')
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whatsapp_service.perform
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expect(mock_provider_service).to have_received(:send_template).with(
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'1234567890',
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hash_including(
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name: 'customer_survey_template',
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lang_code: 'en',
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parameters: array_including(
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hash_including(
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type: 'button',
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sub_type: 'url',
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index: '0',
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parameters: array_including(
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hash_including(type: 'text', text: whatsapp_conversation.uuid)
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)
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)
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)
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),
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instance_of(Message)
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)
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expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
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end
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it 'updates message with returned message ID' do
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mock_successful_template_send('template_message_id_123')
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whatsapp_service.perform
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csat_message = whatsapp_conversation.messages.where(content_type: :input_csat).last
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expect(csat_message).to be_present
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expect(csat_message.source_id).to eq('template_message_id_123')
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end
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it 'builds correct template info with default template name' do
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expected_template_name = "customer_satisfaction_survey_#{whatsapp_inbox.id}"
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whatsapp_inbox.update(csat_config: { 'template' => {}, 'message' => 'Rate us' })
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allow(mock_provider_service).to receive(:get_template_status)
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.with(expected_template_name)
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.and_return({ success: true, template: { status: 'APPROVED' } })
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allow(mock_provider_service).to receive(:send_template) do |_phone, _template, message|
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message.save!
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'msg_id'
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end
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whatsapp_service.perform
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expect(mock_provider_service).to have_received(:send_template).with(
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'1234567890',
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hash_including(
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name: expected_template_name,
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lang_code: 'en'
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),
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anything
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)
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end
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it 'builds CSAT message with correct attributes' do
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allow(mock_provider_service).to receive(:send_template) do |_phone, _template, message|
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message.save!
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'msg_id'
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end
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whatsapp_service.perform
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csat_message = whatsapp_conversation.messages.where(content_type: :input_csat).last
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expect(csat_message.account).to eq(account)
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expect(csat_message.inbox).to eq(whatsapp_inbox)
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expect(csat_message.message_type).to eq('outgoing')
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expect(csat_message.content).to eq('Please rate your experience')
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expect(csat_message.content_type).to eq('input_csat')
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end
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it 'uses default message when not configured' do
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setup_approved_template('test', { 'template' => { 'name' => 'test' } })
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mock_successful_template_send('msg_id')
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whatsapp_service.perform
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csat_message = whatsapp_conversation.messages.where(content_type: :input_csat).last
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expect(csat_message.content).to eq('Please rate this conversation')
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end
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end
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context 'when template is not available or not approved' do
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it 'falls back to regular survey when template is pending' do
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setup_template_with_status('pending_template', 'PENDING')
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whatsapp_service.perform
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expect(MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: whatsapp_conversation)
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expect(csat_template).to have_received(:perform)
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end
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it 'falls back to regular survey when template is rejected' do
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setup_template_with_status('pending_template', 'REJECTED')
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whatsapp_service.perform
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expect(MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: whatsapp_conversation)
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expect(csat_template).to have_received(:perform)
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end
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it 'falls back to regular survey when template API call fails' do
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allow(mock_provider_service).to receive(:get_template_status)
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.with('pending_template')
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.and_return({ success: false, error: 'Template not found' })
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whatsapp_service.perform
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expect(MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: whatsapp_conversation)
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expect(csat_template).to have_received(:perform)
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end
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it 'falls back to regular survey when template status check raises error' do
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allow(mock_provider_service).to receive(:get_template_status)
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.and_raise(StandardError, 'API connection failed')
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whatsapp_service.perform
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expect(MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: whatsapp_conversation)
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expect(csat_template).to have_received(:perform)
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end
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end
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context 'when no template is configured' do
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it 'falls back to regular survey' do
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whatsapp_service.perform
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expect(MessageTemplates::Template::CsatSurvey).to have_received(:new).with(conversation: whatsapp_conversation)
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expect(csat_template).to have_received(:perform)
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end
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end
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context 'when template sending fails' do
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before do
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setup_approved_template('working_template', {
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'template' => { 'name' => 'working_template' },
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'message' => 'Rate us'
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})
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end
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it 'handles template sending errors gracefully' do
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mock_template_send_failure('Template send failed')
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expect { whatsapp_service.perform }.not_to raise_error
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# Should still create the CSAT message even if sending fails
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csat_message = whatsapp_conversation.messages.where(content_type: :input_csat).last
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expect(csat_message).to be_present
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expect(csat_message.source_id).to be_nil
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end
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it 'does not update message when send_template returns nil' do
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mock_template_send_with_no_id
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whatsapp_service.perform
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csat_message = whatsapp_conversation.messages.where(content_type: :input_csat).last
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expect(csat_message).to be_present
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expect(csat_message.source_id).to be_nil
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end
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end
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context 'when outside messaging window' do
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before do
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allow(whatsapp_conversation).to receive(:can_reply?).and_return(false)
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end
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it 'sends template survey even when outside messaging window if template is approved' do
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setup_approved_template('approved_template', { 'template' => { 'name' => 'approved_template' } })
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mock_successful_template_send('msg_id')
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whatsapp_service.perform
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expect(mock_provider_service).to have_received(:send_template)
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expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
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# No activity message should be created when template is successfully sent
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end
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it 'creates activity message when template is not available and outside window' do
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whatsapp_service.perform
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expect(Conversations::ActivityMessageJob).to have_received(:perform_later).with(
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whatsapp_conversation,
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hash_including(content: I18n.t('conversations.activity.csat.not_sent_due_to_messaging_window'))
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)
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expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
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end
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end
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end
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end
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private
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def setup_approved_template(template_name, config = nil)
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template_config = config || {
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'template' => {
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'name' => template_name,
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'language' => 'en'
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},
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'message' => 'Please rate your experience'
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}
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whatsapp_inbox.update(csat_config: template_config)
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allow(mock_provider_service).to receive(:get_template_status)
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.with(template_name)
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.and_return({ success: true, template: { status: 'APPROVED' } })
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end
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def setup_template_with_status(template_name, status)
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whatsapp_inbox.update(csat_config: {
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'template' => { 'name' => template_name }
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})
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allow(mock_provider_service).to receive(:get_template_status)
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.with(template_name)
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.and_return({ success: true, template: { status: status } })
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end
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def mock_successful_template_send(message_id)
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allow(mock_provider_service).to receive(:send_template) do |_phone, _template, message|
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message.save!
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message_id
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end
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end
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def mock_template_send_failure(error_message = 'Template send failed')
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allow(mock_provider_service).to receive(:send_template) do |_phone, _template, message|
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message.save!
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raise StandardError, error_message
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end
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end
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def mock_template_send_with_no_id
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allow(mock_provider_service).to receive(:send_template) do |_phone, _template, message|
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message.save!
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nil
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end
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end
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end
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