a8b302d4cd
CSAT scores are helpful, but on their own they rarely tell the full story. A drop in rating can come from delayed timelines, unclear expectations, or simple misunderstandings, even when the issue itself was handled correctly. Review Notes for CSAT let admins/report manager roles add internal-only context next to each CSAT response. This makes it easier to interpret scores properly and focus on patterns and root causes, not just numbers. <img width="2170" height="1680" alt="image" src="https://github.com/user-attachments/assets/56df7fab-d0a7-4a94-95b9-e4c459ad33d5" /> ### Why this matters * Capture the real context behind individual CSAT ratings * Clarify whether a low score points to a genuine service issue or a process gap * Spot recurring themes across conversations and teams * Make CSAT reviews more useful for leadership reviews and retrospectives ### How Review Notes work **View CSAT responses** Open the CSAT report to see overall metrics, rating distribution, and individual responses. **Add a Review Note** For any CSAT entry, managers can add a Review Note directly below the customer’s feedback. **Document internal insights** Use Review Notes to capture things like: * Why a score was lower or higher than expected * Patterns you are seeing across similar cases * Observations around communication, timelines, or customer expectations Review Notes are visible only to administrators and people with report access only. We may expand visibility to agents in the future based on feedback. However, customers never see them. Each note clearly shows who added it and when, making it easy to review context and changes over time.
648 lines
23 KiB
Ruby
648 lines
23 KiB
Ruby
Rails.application.routes.draw do
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# AUTH STARTS
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mount_devise_token_auth_for 'User', at: 'auth', controllers: {
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confirmations: 'devise_overrides/confirmations',
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passwords: 'devise_overrides/passwords',
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sessions: 'devise_overrides/sessions',
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token_validations: 'devise_overrides/token_validations',
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omniauth_callbacks: 'devise_overrides/omniauth_callbacks'
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}, via: [:get, :post]
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## renders the frontend paths only if its not an api only server
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if ActiveModel::Type::Boolean.new.cast(ENV.fetch('CW_API_ONLY_SERVER', false))
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root to: 'api#index'
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else
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root to: 'dashboard#index'
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get '/app', to: 'dashboard#index'
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get '/app/*params', to: 'dashboard#index'
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get '/app/accounts/:account_id/settings/inboxes/new/twitter', to: 'dashboard#index', as: 'app_new_twitter_inbox'
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get '/app/accounts/:account_id/settings/inboxes/new/microsoft', to: 'dashboard#index', as: 'app_new_microsoft_inbox'
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get '/app/accounts/:account_id/settings/inboxes/new/instagram', to: 'dashboard#index', as: 'app_new_instagram_inbox'
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get '/app/accounts/:account_id/settings/inboxes/new/tiktok', to: 'dashboard#index', as: 'app_new_tiktok_inbox'
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get '/app/accounts/:account_id/settings/inboxes/new/:inbox_id/agents', to: 'dashboard#index', as: 'app_twitter_inbox_agents'
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get '/app/accounts/:account_id/settings/inboxes/new/:inbox_id/agents', to: 'dashboard#index', as: 'app_email_inbox_agents'
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get '/app/accounts/:account_id/settings/inboxes/new/:inbox_id/agents', to: 'dashboard#index', as: 'app_instagram_inbox_agents'
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get '/app/accounts/:account_id/settings/inboxes/new/:inbox_id/agents', to: 'dashboard#index', as: 'app_tiktok_inbox_agents'
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get '/app/accounts/:account_id/settings/inboxes/:inbox_id', to: 'dashboard#index', as: 'app_instagram_inbox_settings'
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get '/app/accounts/:account_id/settings/inboxes/:inbox_id', to: 'dashboard#index', as: 'app_tiktok_inbox_settings'
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get '/app/accounts/:account_id/settings/inboxes/:inbox_id', to: 'dashboard#index', as: 'app_email_inbox_settings'
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resource :widget, only: [:show]
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namespace :survey do
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resources :responses, only: [:show]
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end
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resource :slack_uploads, only: [:show]
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end
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get '/api', to: 'api#index'
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namespace :api, defaults: { format: 'json' } do
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namespace :v1 do
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# ----------------------------------
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# start of account scoped api routes
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resources :accounts, only: [:create, :show, :update] do
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member do
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post :update_active_at
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get :cache_keys
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end
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scope module: :accounts do
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namespace :actions do
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resource :contact_merge, only: [:create]
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end
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resource :bulk_actions, only: [:create]
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resources :agents, only: [:index, :create, :update, :destroy] do
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post :bulk_create, on: :collection
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end
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namespace :captain do
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resource :preferences, only: [:show, :update]
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resources :assistants do
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member do
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post :playground
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end
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collection do
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get :tools
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end
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resources :inboxes, only: [:index, :create, :destroy], param: :inbox_id
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resources :scenarios
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end
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resources :assistant_responses
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resources :bulk_actions, only: [:create]
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resources :copilot_threads, only: [:index, :create] do
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resources :copilot_messages, only: [:index, :create]
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end
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resources :custom_tools
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resources :documents, only: [:index, :show, :create, :destroy]
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end
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resource :saml_settings, only: [:show, :create, :update, :destroy]
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resources :agent_bots, only: [:index, :create, :show, :update, :destroy] do
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delete :avatar, on: :member
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post :reset_access_token, on: :member
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end
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resources :contact_inboxes, only: [] do
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collection do
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post :filter
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end
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end
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resources :assignable_agents, only: [:index]
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resource :audit_logs, only: [:show]
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resources :callbacks, only: [] do
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collection do
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post :register_facebook_page
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get :register_facebook_page
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post :facebook_pages
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post :reauthorize_page
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end
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end
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resources :canned_responses, only: [:index, :create, :update, :destroy]
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resources :automation_rules, only: [:index, :create, :show, :update, :destroy] do
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post :clone
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end
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resources :macros, only: [:index, :create, :show, :update, :destroy] do
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post :execute, on: :member
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end
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resources :sla_policies, only: [:index, :create, :show, :update, :destroy]
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resources :custom_roles, only: [:index, :create, :show, :update, :destroy]
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resources :agent_capacity_policies, only: [:index, :create, :show, :update, :destroy] do
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scope module: :agent_capacity_policies do
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resources :users, only: [:index, :create, :destroy]
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resources :inbox_limits, only: [:create, :update, :destroy]
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end
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end
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resources :campaigns, only: [:index, :create, :show, :update, :destroy]
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resources :dashboard_apps, only: [:index, :show, :create, :update, :destroy]
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namespace :channels do
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resource :twilio_channel, only: [:create]
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end
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resources :conversations, only: [:index, :create, :show, :update, :destroy] do
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collection do
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get :meta
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get :search
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post :filter
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end
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scope module: :conversations do
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resources :messages, only: [:index, :create, :destroy, :update] do
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member do
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post :translate
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post :retry
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end
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end
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resources :assignments, only: [:create]
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resources :labels, only: [:create, :index]
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resource :participants, only: [:show, :create, :update, :destroy]
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resource :direct_uploads, only: [:create]
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resource :draft_messages, only: [:show, :update, :destroy]
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end
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member do
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post :mute
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post :unmute
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post :transcript
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post :toggle_status
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post :toggle_priority
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post :toggle_typing_status
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post :update_last_seen
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post :unread
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post :custom_attributes
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get :attachments
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get :inbox_assistant
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get :reporting_events if ChatwootApp.enterprise?
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end
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end
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resources :search, only: [:index] do
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collection do
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get :conversations
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get :messages
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get :contacts
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get :articles
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end
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end
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resources :companies, only: [:index, :show, :create, :update, :destroy] do
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collection do
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get :search
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end
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end
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resources :contacts, only: [:index, :show, :update, :create, :destroy] do
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collection do
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get :active
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get :search
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post :filter
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post :import
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post :export
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end
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member do
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get :contactable_inboxes
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post :destroy_custom_attributes
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delete :avatar
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end
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scope module: :contacts do
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resources :conversations, only: [:index]
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resources :contact_inboxes, only: [:create]
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resources :labels, only: [:create, :index]
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resources :notes
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post :call, on: :member, to: 'calls#create' if ChatwootApp.enterprise?
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end
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end
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resources :csat_survey_responses, only: [:index] do
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collection do
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get :metrics
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get :download
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end
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member do
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patch :update if ChatwootApp.enterprise?
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end
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end
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resources :applied_slas, only: [:index] do
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collection do
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get :metrics
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get :download
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end
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end
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resources :reporting_events, only: [:index] if ChatwootApp.enterprise?
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resources :custom_attribute_definitions, only: [:index, :show, :create, :update, :destroy]
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resources :custom_filters, only: [:index, :show, :create, :update, :destroy]
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resources :inboxes, only: [:index, :show, :create, :update, :destroy] do
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get :assignable_agents, on: :member
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get :campaigns, on: :member
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get :agent_bot, on: :member
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post :set_agent_bot, on: :member
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delete :avatar, on: :member
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post :sync_templates, on: :member
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get :health, on: :member
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if ChatwootApp.enterprise?
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resource :conference, only: %i[create destroy], controller: 'conference' do
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get :token, on: :member
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end
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end
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resource :csat_template, only: [:show, :create], controller: 'inbox_csat_templates'
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end
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resources :inbox_members, only: [:create, :show], param: :inbox_id do
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collection do
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delete :destroy
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patch :update
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end
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end
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resources :labels, only: [:index, :show, :create, :update, :destroy]
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resources :notifications, only: [:index, :update, :destroy] do
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collection do
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post :read_all
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get :unread_count
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post :destroy_all
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end
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member do
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post :snooze
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post :unread
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end
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end
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resource :notification_settings, only: [:show, :update]
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resources :teams do
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resources :team_members, only: [:index, :create] do
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collection do
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delete :destroy
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patch :update
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end
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end
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end
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# Assignment V2 Routes
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resources :assignment_policies do
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resources :inboxes, only: [:index, :create, :destroy], module: :assignment_policies
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end
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resources :inboxes, only: [] do
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resource :assignment_policy, only: [:show, :create, :destroy], module: :inboxes
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end
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namespace :twitter do
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resource :authorization, only: [:create]
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end
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namespace :microsoft do
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resource :authorization, only: [:create]
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end
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namespace :google do
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resource :authorization, only: [:create]
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end
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namespace :instagram do
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resource :authorization, only: [:create]
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end
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namespace :tiktok do
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resource :authorization, only: [:create]
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end
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namespace :notion do
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resource :authorization, only: [:create]
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end
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namespace :whatsapp do
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resource :authorization, only: [:create]
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end
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resources :webhooks, only: [:index, :create, :update, :destroy]
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namespace :integrations do
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resources :apps, only: [:index, :show]
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resources :hooks, only: [:show, :create, :update, :destroy] do
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member do
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post :process_event
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end
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end
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resource :slack, only: [:create, :update, :destroy], controller: 'slack' do
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member do
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get :list_all_channels
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end
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end
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resource :dyte, controller: 'dyte', only: [] do
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collection do
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post :create_a_meeting
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post :add_participant_to_meeting
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end
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end
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resource :shopify, controller: 'shopify', only: [:destroy] do
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collection do
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post :auth
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get :orders
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end
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end
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resource :linear, controller: 'linear', only: [] do
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collection do
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delete :destroy
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get :teams
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get :team_entities
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post :create_issue
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post :link_issue
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post :unlink_issue
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get :search_issue
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get :linked_issues
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end
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end
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resource :notion, controller: 'notion', only: [] do
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collection do
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delete :destroy
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end
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end
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end
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resources :working_hours, only: [:update]
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resources :portals do
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member do
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patch :archive
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delete :logo
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post :send_instructions
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get :ssl_status
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end
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resources :categories
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resources :articles do
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post :reorder, on: :collection
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end
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end
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resources :upload, only: [:create]
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end
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end
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# end of account scoped api routes
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# ----------------------------------
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namespace :integrations do
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resources :webhooks, only: [:create]
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end
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# Frontend API endpoint to trigger SAML authentication flow
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post 'auth/saml_login', to: 'auth#saml_login'
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resource :profile, only: [:show, :update] do
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delete :avatar, on: :collection
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member do
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post :availability
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post :auto_offline
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put :set_active_account
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post :resend_confirmation
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post :reset_access_token
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end
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# MFA routes
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scope module: 'profile' do
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resource :mfa, controller: 'mfa', only: [:show, :create, :destroy] do
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post :verify
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post :backup_codes
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end
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end
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end
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resource :notification_subscriptions, only: [:create, :destroy]
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namespace :widget do
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resource :direct_uploads, only: [:create]
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resource :config, only: [:create]
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resources :campaigns, only: [:index]
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resources :events, only: [:create]
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resources :messages, only: [:index, :create, :update]
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resources :conversations, only: [:index, :create] do
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collection do
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post :destroy_custom_attributes
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post :set_custom_attributes
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post :update_last_seen
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post :toggle_typing
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post :transcript
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get :toggle_status
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end
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end
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resource :contact, only: [:show, :update] do
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collection do
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post :destroy_custom_attributes
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patch :set_user
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end
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end
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resources :inbox_members, only: [:index]
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resources :labels, only: [:create, :destroy]
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namespace :integrations do
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resource :dyte, controller: 'dyte', only: [] do
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collection do
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post :add_participant_to_meeting
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end
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end
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end
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end
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end
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namespace :v2 do
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resources :accounts, only: [:create] do
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scope module: :accounts do
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resources :summary_reports, only: [] do
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collection do
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get :agent
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get :team
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get :inbox
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get :label
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get :channel
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end
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end
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resources :reports, only: [:index] do
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collection do
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|
get :summary
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|
get :bot_summary
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|
get :agents
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get :inboxes
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get :labels
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get :teams
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get :conversations
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get :conversations_summary
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get :conversation_traffic
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get :bot_metrics
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|
end
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|
end
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|
resource :year_in_review, only: [:show]
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|
resources :live_reports, only: [] do
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collection do
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|
get :conversation_metrics
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get :grouped_conversation_metrics
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|
end
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|
end
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end
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end
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end
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end
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if ChatwootApp.enterprise?
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namespace :enterprise, defaults: { format: 'json' } do
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|
namespace :api do
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|
namespace :v1 do
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|
resources :accounts do
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|
member do
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|
post :checkout
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|
post :subscription
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|
get :limits
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|
post :toggle_deletion
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|
post :topup_checkout
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|
end
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|
end
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|
end
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|
end
|
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post 'webhooks/stripe', to: 'webhooks/stripe#process_payload'
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|
post 'webhooks/firecrawl', to: 'webhooks/firecrawl#process_payload'
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|
end
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|
end
|
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|
|
# ----------------------------------------------------------------------
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|
# Routes for platform APIs
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|
namespace :platform, defaults: { format: 'json' } do
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namespace :api do
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|
namespace :v1 do
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|
resources :users, only: [:create, :show, :update, :destroy] do
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|
member do
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|
get :login
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|
post :token
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|
end
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|
end
|
|
resources :agent_bots, only: [:index, :create, :show, :update, :destroy] do
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|
delete :avatar, on: :member
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|
end
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|
resources :accounts, only: [:index, :create, :show, :update, :destroy] do
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|
resources :account_users, only: [:index, :create] do
|
|
collection do
|
|
delete :destroy
|
|
end
|
|
end
|
|
end
|
|
end
|
|
end
|
|
end
|
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|
|
# ----------------------------------------------------------------------
|
|
# Routes for inbox APIs Exposed to contacts
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|
namespace :public, defaults: { format: 'json' } do
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|
namespace :api do
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|
namespace :v1 do
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|
resources :inboxes do
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scope module: :inboxes do
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|
resources :contacts, only: [:create, :show, :update] do
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|
resources :conversations, only: [:index, :create, :show] do
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|
member do
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|
post :toggle_status
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|
post :toggle_typing
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|
post :update_last_seen
|
|
end
|
|
|
|
resources :messages, only: [:index, :create, :update]
|
|
end
|
|
end
|
|
end
|
|
end
|
|
|
|
resources :csat_survey, only: [:show, :update]
|
|
end
|
|
end
|
|
end
|
|
|
|
get 'hc/:slug', to: 'public/api/v1/portals#show'
|
|
get 'hc/:slug/sitemap.xml', to: 'public/api/v1/portals#sitemap'
|
|
get 'hc/:slug/:locale', to: 'public/api/v1/portals#show'
|
|
get 'hc/:slug/:locale/articles', to: 'public/api/v1/portals/articles#index'
|
|
get 'hc/:slug/:locale/categories', to: 'public/api/v1/portals/categories#index'
|
|
get 'hc/:slug/:locale/categories/:category_slug', to: 'public/api/v1/portals/categories#show'
|
|
get 'hc/:slug/:locale/categories/:category_slug/articles', to: 'public/api/v1/portals/articles#index'
|
|
get 'hc/:slug/articles/:article_slug.png', to: 'public/api/v1/portals/articles#tracking_pixel'
|
|
get 'hc/:slug/articles/:article_slug', to: 'public/api/v1/portals/articles#show'
|
|
|
|
# ----------------------------------------------------------------------
|
|
# Used in mailer templates
|
|
resource :app, only: [:index] do
|
|
resources :accounts do
|
|
resources :conversations, only: [:show]
|
|
end
|
|
end
|
|
|
|
# ----------------------------------------------------------------------
|
|
# Routes for channel integrations
|
|
mount Facebook::Messenger::Server, at: 'bot'
|
|
get 'webhooks/twitter', to: 'api/v1/webhooks#twitter_crc'
|
|
post 'webhooks/twitter', to: 'api/v1/webhooks#twitter_events'
|
|
post 'webhooks/line/:line_channel_id', to: 'webhooks/line#process_payload'
|
|
post 'webhooks/telegram/:bot_token', to: 'webhooks/telegram#process_payload'
|
|
post 'webhooks/sms/:phone_number', to: 'webhooks/sms#process_payload'
|
|
get 'webhooks/whatsapp/:phone_number', to: 'webhooks/whatsapp#verify'
|
|
post 'webhooks/whatsapp/:phone_number', to: 'webhooks/whatsapp#process_payload'
|
|
get 'webhooks/instagram', to: 'webhooks/instagram#verify'
|
|
post 'webhooks/instagram', to: 'webhooks/instagram#events'
|
|
post 'webhooks/tiktok', to: 'webhooks/tiktok#events'
|
|
|
|
namespace :twitter do
|
|
resource :callback, only: [:show]
|
|
end
|
|
|
|
namespace :linear do
|
|
resource :callback, only: [:show]
|
|
end
|
|
|
|
namespace :shopify do
|
|
resource :callback, only: [:show]
|
|
end
|
|
|
|
namespace :twilio do
|
|
resources :callback, only: [:create]
|
|
resources :delivery_status, only: [:create]
|
|
|
|
if ChatwootApp.enterprise?
|
|
post 'voice/call/:phone', to: 'voice#call_twiml', as: :voice_call
|
|
post 'voice/status/:phone', to: 'voice#status', as: :voice_status
|
|
post 'voice/conference_status/:phone', to: 'voice#conference_status', as: :voice_conference_status
|
|
end
|
|
end
|
|
|
|
get 'microsoft/callback', to: 'microsoft/callbacks#show'
|
|
get 'google/callback', to: 'google/callbacks#show'
|
|
get 'instagram/callback', to: 'instagram/callbacks#show'
|
|
get 'tiktok/callback', to: 'tiktok/callbacks#show'
|
|
get 'notion/callback', to: 'notion/callbacks#show'
|
|
# ----------------------------------------------------------------------
|
|
# Routes for external service verifications
|
|
get '.well-known/assetlinks.json' => 'android_app#assetlinks'
|
|
get '.well-known/apple-app-site-association' => 'apple_app#site_association'
|
|
get '.well-known/microsoft-identity-association.json' => 'microsoft#identity_association'
|
|
get '.well-known/cf-custom-hostname-challenge/:id', to: 'custom_domains#verify'
|
|
|
|
# ----------------------------------------------------------------------
|
|
# Internal Monitoring Routes
|
|
require 'sidekiq/web'
|
|
require 'sidekiq/cron/web'
|
|
|
|
devise_for :super_admins, path: 'super_admin', controllers: { sessions: 'super_admin/devise/sessions' }
|
|
devise_scope :super_admin do
|
|
get 'super_admin/logout', to: 'super_admin/devise/sessions#destroy'
|
|
namespace :super_admin do
|
|
root to: 'dashboard#index'
|
|
|
|
resource :app_config, only: [:show, :create]
|
|
|
|
# order of resources affect the order of sidebar navigation in super admin
|
|
resources :accounts, only: [:index, :new, :create, :show, :edit, :update, :destroy] do
|
|
post :seed, on: :member
|
|
post :reset_cache, on: :member
|
|
end
|
|
resources :users, only: [:index, :new, :create, :show, :edit, :update, :destroy] do
|
|
delete :avatar, on: :member, action: :destroy_avatar
|
|
end
|
|
|
|
resources :access_tokens, only: [:index, :show]
|
|
resources :installation_configs, only: [:index, :new, :create, :show, :edit, :update]
|
|
resources :agent_bots, only: [:index, :new, :create, :show, :edit, :update, :destroy] do
|
|
delete :avatar, on: :member, action: :destroy_avatar
|
|
end
|
|
resources :platform_apps, only: [:index, :new, :create, :show, :edit, :update, :destroy]
|
|
resource :instance_status, only: [:show]
|
|
|
|
resource :settings, only: [:show] do
|
|
get :refresh, on: :collection
|
|
end
|
|
|
|
# resources that doesn't appear in primary navigation in super admin
|
|
resources :account_users, only: [:new, :create, :show, :destroy]
|
|
end
|
|
authenticated :super_admin do
|
|
mount Sidekiq::Web => '/monitoring/sidekiq'
|
|
end
|
|
end
|
|
|
|
namespace :installation do
|
|
get 'onboarding', to: 'onboarding#index'
|
|
post 'onboarding', to: 'onboarding#create'
|
|
end
|
|
|
|
# ---------------------------------------------------------------------
|
|
# Routes for swagger docs
|
|
get '/swagger/*path', to: 'swagger#respond'
|
|
get '/swagger', to: 'swagger#respond'
|
|
|
|
# ----------------------------------------------------------------------
|
|
# Routes for testing
|
|
resources :widget_tests, only: [:index] unless Rails.env.production?
|
|
end
|