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feat(csat): Add WhatsApp utility template analyzer with rewrite guidance (#13575)

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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
This commit is contained in:
Muhsin Keloth
2026-02-24 15:11:04 +04:00
committed by GitHub
parent 2b85275e26
commit 6be95e79f8
16 changed files with 711 additions and 6 deletions
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91
spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb
View File

@@ -10,10 +10,12 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
let(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: account) }
let(:web_widget_inbox) { create(:inbox, account: account) }
let(:mock_service) { instance_double(Whatsapp::CsatTemplateService) }
let(:analysis_service) { instance_double(CsatTemplateUtilityAnalysisService) }
before do
create(:inbox_member, user: agent, inbox: whatsapp_inbox)
allow(Whatsapp::CsatTemplateService).to receive(:new).and_return(mock_service)
allow(CsatTemplateUtilityAnalysisService).to receive(:new).and_return(analysis_service)
end
describe 'GET /api/v1/accounts/{account.id}/inboxes/{inbox.id}/csat_template' do
@@ -380,4 +382,93 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
end
end
end
describe 'POST /api/v1/accounts/{account.id}/inboxes/{inbox.id}/csat_template/analyze' do
let(:valid_template_params) do
{
template: {
message: 'How would you rate your experience?',
button_text: 'Rate Us',
language: 'en'
}
}
end
context 'when captain_integration feature is disabled' do
before do
account.disable_features!('captain_integration')
end
it 'returns forbidden' do
post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze",
headers: admin.create_new_auth_token,
params: valid_template_params,
as: :json
expect(response).to have_http_status(:forbidden)
expect(response.parsed_body['error']).to eq('Captain is required for template analysis')
end
end
context 'when captain_integration feature is enabled' do
before do
account.enable_features!('captain_integration')
account.reload
end
it 'returns analysis response' do
allow(analysis_service).to receive(:perform).and_return({
classification: 'LIKELY_UTILITY',
optimized_message: 'Your support request has been closed.'
})
post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze",
headers: admin.create_new_auth_token,
params: valid_template_params,
as: :json
expect(response).to have_http_status(:success)
response_data = response.parsed_body
expect(response_data['classification']).to eq('LIKELY_UTILITY')
expect(response_data['optimized_message']).to eq('Your support request has been closed.')
end
it 'returns error when message is missing' do
invalid_params = { template: { button_text: 'Rate Us', language: 'en' } }
post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze",
headers: admin.create_new_auth_token,
params: invalid_params,
as: :json
expect(response).to have_http_status(:unprocessable_entity)
expect(response.parsed_body['error']).to eq('Message is required')
end
it 'returns unauthorized when agent is not assigned to inbox' do
other_agent = create(:user, account: account, role: :agent)
post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze",
headers: other_agent.create_new_auth_token,
params: valid_template_params,
as: :json
expect(response).to have_http_status(:unauthorized)
end
it 'allows access when agent is assigned to inbox' do
allow(analysis_service).to receive(:perform).and_return({
classification: 'LIKELY_UTILITY',
optimized_message: 'Your support request has been closed.'
})
post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template/analyze",
headers: agent.create_new_auth_token,
params: valid_template_params,
as: :json
expect(response).to have_http_status(:success)
end
end
end
end