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.
237 lines
6.0 KiB
YAML
237 lines
6.0 KiB
YAML
# DO NOT change the order of features EVER
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############################################
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# name: the name to be used internally in the code
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# display_name: the name to be used in the UI
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# enabled: whether the feature is enabled by default
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# help_url: the url to the help center article
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# chatwoot_internal: whether the feature is internal to Chatwoot and should not be shown in the UI for other self hosted installations
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# deprecated: purpose of feature flag is done, no need to show it in the UI anymore
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- name: inbound_emails
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display_name: Inbound Emails
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enabled: true
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- name: channel_email
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display_name: Email Channel
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enabled: true
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help_url: https://chwt.app/hc/email
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- name: channel_facebook
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display_name: Facebook Channel
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enabled: true
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help_url: https://chwt.app/hc/fb
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- name: channel_twitter
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display_name: Twitter Channel
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enabled: true
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deprecated: true
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- name: ip_lookup
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display_name: IP Lookup
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enabled: false
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- name: disable_branding
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display_name: Disable Branding
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enabled: false
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premium: true
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- name: email_continuity_on_api_channel
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display_name: Email Continuity on API Channel
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enabled: false
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- name: help_center
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display_name: Help Center
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enabled: true
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help_url: https://chwt.app/hc/help-center
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- name: agent_bots
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display_name: Agent Bots
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enabled: true
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help_url: https://chwt.app/hc/agent-bots
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- name: macros
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display_name: Macros
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enabled: true
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- name: agent_management
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display_name: Agent Management
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enabled: true
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- name: team_management
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display_name: Team Management
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enabled: true
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help_url: https://chwt.app/hc/teams
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- name: inbox_management
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display_name: Inbox Management
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enabled: true
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- name: labels
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display_name: Labels
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enabled: true
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help_url: https://chwt.app/hc/labels
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- name: custom_attributes
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display_name: Custom Attributes
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enabled: true
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help_url: https://chwt.app/hc/custom-attributes
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- name: automations
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display_name: Automations
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enabled: true
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- name: canned_responses
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display_name: Canned Responses
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enabled: true
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help_url: https://chwt.app/hc/canned
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- name: integrations
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display_name: Integrations
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enabled: true
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help_url: https://chwt.app/hc/integrations
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- name: voice_recorder
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display_name: Voice Recorder
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enabled: true
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- name: mobile_v2
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display_name: Mobile App V2
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enabled: false
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deprecated: true
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- name: channel_website
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display_name: Website Channel
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enabled: true
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- name: campaigns
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display_name: Campaigns
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enabled: true
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help_url: https://chwt.app/hc/campaigns
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- name: reports
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display_name: Reports
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enabled: true
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help_url: https://chwt.app/hc/reports
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- name: crm
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display_name: CRM
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enabled: true
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- name: auto_resolve_conversations
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display_name: Auto Resolve Conversations
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enabled: true
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- name: custom_reply_email
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display_name: Custom Reply Email
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enabled: false
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- name: custom_reply_domain
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display_name: Custom Reply Domain
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enabled: false
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- name: audit_logs
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display_name: Audit Logs
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enabled: false
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premium: true
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- name: response_bot
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display_name: Response Bot
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enabled: false
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premium: true
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deprecated: true
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- name: message_reply_to
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display_name: Message Reply To
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enabled: false
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help_url: https://chwt.app/hc/reply-to
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deprecated: true
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- name: insert_article_in_reply
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display_name: Insert Article in Reply
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enabled: false
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deprecated: true
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- name: inbox_view
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display_name: Inbox View
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enabled: false
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chatwoot_internal: true
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- name: sla
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display_name: SLA
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enabled: false
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premium: true
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help_url: https://chwt.app/hc/sla
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- name: help_center_embedding_search
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display_name: Help Center Embedding Search
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enabled: false
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premium: true
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chatwoot_internal: true
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- name: linear_integration
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display_name: Linear Integration
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enabled: false
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- name: captain_integration
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display_name: Captain
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enabled: false
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premium: true
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- name: custom_roles
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display_name: Custom Roles
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enabled: false
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premium: true
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- name: chatwoot_v4
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display_name: Chatwoot V4
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enabled: true
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- name: report_v4
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display_name: Report V4
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enabled: true
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deprecated: true
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- name: contact_chatwoot_support_team
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display_name: Contact Chatwoot Support Team
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enabled: true
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chatwoot_internal: true
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- name: shopify_integration
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display_name: Shopify Integration
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enabled: false
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chatwoot_internal: true
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- name: search_with_gin
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display_name: Search messages with GIN
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enabled: false
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chatwoot_internal: true
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- name: channel_instagram
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display_name: Instagram Channel
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enabled: true
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- name: crm_integration
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display_name: CRM Integration
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enabled: false
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- name: channel_voice
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display_name: Voice Channel
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enabled: false
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premium: true
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- name: notion_integration
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display_name: Notion Integration
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enabled: false
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- name: captain_integration_v2
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display_name: Captain V2
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enabled: false
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premium: true
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- name: whatsapp_embedded_signup
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display_name: WhatsApp Embedded Signup
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enabled: false
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deprecated: true
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- name: whatsapp_campaign
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display_name: WhatsApp Campaign
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enabled: false
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- name: crm_v2
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display_name: CRM V2
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enabled: false
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chatwoot_internal: true
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- name: assignment_v2
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display_name: Assignment V2
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enabled: false
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chatwoot_internal: true
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- name: twilio_content_templates
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display_name: Twilio Content Templates
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enabled: false
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deprecated: true
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- name: advanced_search
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display_name: Advanced Search
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enabled: false
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premium: true
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chatwoot_internal: true
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- name: saml
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display_name: SAML
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enabled: false
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premium: true
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- name: advanced_search_indexing
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display_name: Advanced Search Indexing
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enabled: false
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premium: true
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chatwoot_internal: true
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- name: reply_mailer_migration
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# This feature is temporary only to migrate reply mailer to new email builder
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# Once the migration is done, this feature can be removed
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display_name: Reply Mailer Migration
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enabled: false
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chatwoot_internal: true
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- name: quoted_email_reply
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display_name: Quoted Email Reply
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enabled: false
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- name: companies
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display_name: Companies
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enabled: false
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premium: true
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chatwoot_internal: true
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- name: channel_tiktok
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display_name: TikTok Channel
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enabled: true
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- name: csat_review_notes
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display_name: CSAT Review Notes
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enabled: false
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premium: true
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