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fix: Send CSAT survey only when agent can reply in conversation (#11584)

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Fixes https://github.com/chatwoot/chatwoot/issues/11569

 ## Problem
On platforms like WhatsApp and Facebook Messenger, customers cannot
reply to messages after 24 hours (or other channel-specific messaging
windows). Despite this limitation, the system continued sending CSAT
surveys to customers outside their messaging window, making it
impossible for them to respond.

  ## Solution
Added a check for `conversation.can_reply?` in the
`should_send_csat_survey?` method. This leverages the existing
`MessageWindowService` which already handles all channel-specific
messaging window logic.
This commit is contained in:
Muhsin Keloth
2025-05-28 19:34:11 +05:30
committed by GitHub
parent f916fb2924
commit b5ebc47637
6 changed files with 71 additions and 6 deletions
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23
app/services/message_templates/hook_execution_service.rb
View File

@@ -17,7 +17,7 @@ class MessageTemplates::HookExecutionService
::MessageTemplates::Template::OutOfOffice.new(conversation: conversation).perform if should_send_out_of_office_message?
::MessageTemplates::Template::Greeting.new(conversation: conversation).perform if should_send_greeting?
::MessageTemplates::Template::EmailCollect.new(conversation: conversation).perform if inbox.enable_email_collect && should_send_email_collect?
::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform if should_send_csat_survey?
handle_csat_survey
end
def should_send_out_of_office_message?
@@ -65,13 +65,26 @@ class MessageTemplates::HookExecutionService
true
end
def should_send_csat_survey?
def handle_csat_survey
return unless csat_enabled_conversation?
# only send CSAT once in a conversation
return if conversation.messages.where(content_type: :input_csat).present?
return if csat_already_sent?
true
# Only send CSAT if agent can still reply by checking the messaging window restriction
# https://www.chatwoot.com/docs/self-hosted/supported-features#outgoing-message-restriction
if within_messaging_window?
::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform
else
conversation.create_csat_not_sent_activity_message
end
end
def csat_already_sent?
conversation.messages.where(content_type: :input_csat).present?
end
def within_messaging_window?
conversation.can_reply?
end
end
MessageTemplates::HookExecutionService.prepend_mod_with('MessageTemplates::HookExecutionService')