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

spec/services/csat_template_utility_analysis_service_spec.rb

@@ -0,0 +1,81 @@
+require 'rails_helper'
+
+RSpec.describe CsatTemplateUtilityAnalysisService do
+  let(:account) { build_stubbed(:account) }
+  let(:inbox) { build_stubbed(:inbox) }
+  let(:llm_service) { instance_double(Captain::CsatUtilityAnalysisService) }
+
+  before do
+    allow(Captain::CsatUtilityAnalysisService).to receive(:new).and_return(llm_service)
+    allow(llm_service).to receive(:perform).and_return({ error: 'LLM unavailable' })
+  end
+
+  describe '#perform' do
+    context 'when message is utility-compatible' do
+      it 'returns likely utility classification and keeps original message' do
+        message = 'Your support request has been closed. If you still need help, reply to this message.'
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform
+
+        expect(result[:classification]).to eq('LIKELY_UTILITY')
+        expect(result[:optimized_message]).to eq(message)
+        expect(result.keys).to contain_exactly(:classification, :optimized_message)
+      end
+    end
+
+    context 'when message contains marketing intent' do
+      it 'returns likely marketing classification with utility-safe rewrite' do
+        message = 'Please rate us and check out our special offer with a discount.'
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform
+
+        expect(result[:classification]).to eq('LIKELY_MARKETING')
+        expect(result[:optimized_message]).to include('support request')
+        expect(result[:optimized_message]).to include('reply to this message')
+        expect(result.keys).to contain_exactly(:classification, :optimized_message)
+      end
+    end
+
+    context 'when language is non-English and fallback rewrite is used' do
+      it 'returns English rewrite content' do
+        message = 'Tu caso está cerrado. Califícanos y no te pierdas nuestra oferta.'
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'es').perform
+
+        expect(result[:optimized_message]).to include('Your support request has been closed.')
+        expect(result[:optimized_message]).to include('If you still need help')
+      end
+    end
+
+    context 'when llm returns inconsistent marketing classification' do
+      it 'keeps likely marketing classification' do
+        allow(llm_service).to receive(:perform).and_return({
+                                                             classification: 'LIKELY_MARKETING',
+                                                             optimized_message: 'Your support request has been closed.'
+                                                           })
+
+        message = "Your case is closed. Don't miss our limited-time premium offer. Rate us below."
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform
+
+        expect(result[:classification]).to eq('LIKELY_MARKETING')
+      end
+    end
+
+    context 'when rules classify as marketing' do
+      it 'short-circuits without calling llm' do
+        expect(llm_service).not_to receive(:perform)
+
+        message = 'Your request is closed. Special offer: subscribe now and save.'
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform
+
+        expect(result[:classification]).to eq('LIKELY_MARKETING')
+      end
+    end
+
+    context 'when rules classify as marketing for plural promo terms' do
+      it 'keeps likely marketing classification from baseline rules' do
+        message = 'Thanks for contacting us. Rate us and check out our new plans with special discounts.'
+        result = described_class.new(account: account, inbox: inbox, message: message, language: 'en').perform
+
+        expect(result[:classification]).to eq('LIKELY_MARKETING')
+      end
+    end
+  end
+end

spec/services/whatsapp/csat_template_service_spec.rb

@@ -119,7 +119,7 @@ RSpec.describe Whatsapp::CsatTemplateService do
       expect(result).to eq({
                              name: expected_template_name,
                              language: 'en',
-                             category: 'MARKETING',
+                             category: 'UTILITY',
                              components: [
                                {
                                  type: 'BODY',
@@ -169,7 +169,7 @@ RSpec.describe Whatsapp::CsatTemplateService do
       expected_body = {
         name: expected_template_name,
         language: 'en',
-        category: 'MARKETING',
+        category: 'UTILITY',
         components: [
           {
             type: 'BODY',