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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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29
spec/services/message_templates/hook_execution_service_spec.rb
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@@ -121,8 +121,9 @@ describe MessageTemplates::HookExecutionService do
create(:message, conversation: conversation, message_type: 'incoming')
end
it 'calls ::MessageTemplates::Template::CsatSurvey when a conversation is resolved in an inbox with survey enabled' do
it 'calls ::MessageTemplates::Template::CsatSurvey when a conversation is resolved in an inbox with survey enabled and can reply' do
conversation.inbox.update(csat_survey_enabled: true)
allow(conversation).to receive(:can_reply?).and_return(true)
conversation.resolved!
Conversations::ActivityMessageJob.perform_now(conversation,
@@ -172,6 +173,32 @@ describe MessageTemplates::HookExecutionService do
expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new).with(conversation: conversation)
expect(csat_survey).not_to have_received(:perform)
end
it 'will not call ::MessageTemplates::Template::CsatSurvey if cannot reply' do
conversation.inbox.update(csat_survey_enabled: true)
allow(conversation).to receive(:can_reply?).and_return(false)
conversation.resolved!
Conversations::ActivityMessageJob.perform_now(conversation,
{ account_id: conversation.account_id, inbox_id: conversation.inbox_id, message_type: :activity,
content: 'Conversation marked resolved!!' })
expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new).with(conversation: conversation)
expect(csat_survey).not_to have_received(:perform)
end
it 'creates activity message when CSAT not sent due to messaging window restriction' do
conversation.inbox.update(csat_survey_enabled: true)
allow(conversation).to receive(:can_reply?).and_return(false)
allow(conversation).to receive(:create_csat_not_sent_activity_message)
conversation.resolved!
Conversations::ActivityMessageJob.perform_now(conversation,
{ account_id: conversation.account_id, inbox_id: conversation.inbox_id, message_type: :activity,
content: 'Conversation marked resolved!!' })
expect(conversation).to have_received(:create_csat_not_sent_activity_message)
end
end
context 'when it is after working hours' do