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leadchat/config/features.yml
Pranav a8b302d4cd feat(ee): Review Notes for CSAT Reports (#13289) 
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.
2026-01-15 19:53:57 -08:00

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