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feat: Add support for sending CSAT surveys via templates (Whatsapp Twilio) (#13143)

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Fixes
https://linear.app/chatwoot/issue/CW-6189/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>
Co-authored-by: Copilot <175728472+Copilot@users.noreply.github.com>
This commit is contained in:
Muhsin Keloth
2026-01-13 16:32:02 +04:00
committed by GitHub
parent 7b51939f07
commit c483034a07
14 changed files with 808 additions and 146 deletions
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113
app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb
View File

@@ -1,38 +1,27 @@
class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController
DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
DEFAULT_LANGUAGE = 'en'.freeze
before_action :fetch_inbox
before_action :validate_whatsapp_channel
def show
template = @inbox.csat_config&.dig('template')
return render json: { template_exists: false } unless template
service = CsatTemplateManagementService.new(@inbox)
result = service.template_status
template_name = template['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
status_result = @inbox.channel.provider_service.get_template_status(template_name)
render_template_status_response(status_result, template_name)
rescue StandardError => e
Rails.logger.error "Error fetching CSAT template status: #{e.message}"
render json: { error: e.message }, status: :internal_server_error
if result[:service_error]
render json: { error: result[:service_error] }, status: :internal_server_error
else
render json: result
end
end
def create
template_params = extract_template_params
return render_missing_message_error if template_params[:message].blank?
# Delete existing template even though we are using a new one.
# We don't want too many templates in the business portfolio, but the create operation shouldn't fail if deletion fails.
delete_existing_template_if_needed
result = create_template_via_provider(template_params)
service = CsatTemplateManagementService.new(@inbox)
result = service.create_template(template_params)
render_template_creation_result(result)
rescue ActionController::ParameterMissing
render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
rescue StandardError => e
Rails.logger.error "Error creating CSAT template: #{e.message}"
render json: { error: 'Template creation failed' }, status: :internal_server_error
end
private
@@ -43,9 +32,9 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
end
def validate_whatsapp_channel
return if @inbox.whatsapp?
return if @inbox.whatsapp? || @inbox.twilio_whatsapp?
render json: { error: 'CSAT template operations only available for WhatsApp channels' },
render json: { error: 'CSAT template operations only available for WhatsApp and Twilio WhatsApp channels' },
status: :bad_request
end
@@ -57,35 +46,36 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
render json: { error: 'Message is required' }, status: :unprocessable_entity
end
def create_template_via_provider(template_params)
template_config = {
message: template_params[:message],
button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
language: template_params[:language] || DEFAULT_LANGUAGE,
template_name: Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
}
@inbox.channel.provider_service.create_csat_template(template_config)
end
def render_template_creation_result(result)
if result[:success]
render_successful_template_creation(result)
elsif result[:service_error]
render json: { error: result[:service_error] }, status: :internal_server_error
else
render_failed_template_creation(result)
end
end
def render_successful_template_creation(result)
render json: {
template: {
name: result[:template_name],
template_id: result[:template_id],
status: 'PENDING',
language: result[:language] || DEFAULT_LANGUAGE
}
}, status: :created
if @inbox.twilio_whatsapp?
render json: {
template: {
friendly_name: result[:friendly_name],
content_sid: result[:content_sid],
status: result[:status] || 'pending',
language: result[:language] || 'en'
}
}, status: :created
else
render json: {
template: {
name: result[:template_name],
template_id: result[:template_id],
status: 'PENDING',
language: result[:language] || 'en'
}
}, status: :created
end
end
def render_failed_template_creation(result)
@@ -98,45 +88,6 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
}, status: :unprocessable_entity
end
def delete_existing_template_if_needed
template = @inbox.csat_config&.dig('template')
return true if template.blank?
template_name = template['name']
return true if template_name.blank?
template_status = @inbox.channel.provider_service.get_template_status(template_name)
return true unless template_status[:success]
deletion_result = @inbox.channel.provider_service.delete_csat_template(template_name)
if deletion_result[:success]
Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
true
else
Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
false
end
rescue StandardError => e
Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
false
end
def render_template_status_response(status_result, template_name)
if status_result[:success]
render json: {
template_exists: true,
template_name: template_name,
status: status_result[:template][:status],
template_id: status_result[:template][:id]
}
else
render json: {
template_exists: false,
error: 'Template not found'
}
end
end
def parse_whatsapp_error(response_body)
return { user_message: nil, technical_details: nil } if response_body.blank?

2
app/controllers/api/v1/accounts/inboxes_controller.rb
View File

@@ -176,7 +176,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
:lock_to_single_conversation, :portal_id, :sender_name_type, :business_name,
{ csat_config: [:display_type, :message, :button_text, :language,
{ survey_rules: [:operator, { values: [] }],
template: [:name, :template_id, :created_at, :language] }] }]
template: [:name, :template_id, :friendly_name, :content_sid, :approval_sid, :created_at, :language, :status] }] }]
end
def permitted_params(channel_attributes = [])