CSAT Updates and Reporting Improvements

Muhsin K

Muhsin K

Published on

2 minute read

The main changes this week are around CSAT making surveys more reliable on WhatsApp and giving teams better tools to interpret satisfaction data.

CSAT Surveys via WhatsApp Templates

We’ve added template-based CSAT support for WhatsApp Channels. When you enable CSAT, Chatwoot automatically creates and submits a template for Meta’s approval. Once approved, surveys can be sent even after the 24-hour window.

You can customize the survey message, button text, and language. If you change the content later, the old template is removed and a new one is submitted for approval.

csat-template

In simple terms: you can close a conversation today and still be confident the customer will receive the survey. Please read more here

Review Notes for CSAT Reports

Scores don’t always explain what happened. You can now add internal Review Notes to individual CSAT responses. This helps teams record context like delays, misunderstandings, or external issues directly inside the report.

csat-review-notes

Notes are timestamped, attributed, and visible only to admins and users with report access. Customers never see them. This is available on the Enterprise plan. Please read more about here

Other Improvements

  • Fixed an issue where translations weren't rendering correctly based on the user's locale.
  • You can now sort the companies list by contacts count, making it easier to find your largest accounts.
  • Added the contact merge endpoint to the Swagger API documentation.
  • Fixed the sidebar collapsing to a narrow view when refreshing the page—it now correctly shows the expanded list.
  • Upgraded Node.js to 24.x LTS.
  • Added an API for querying reporting metrics by channel type, so you can compare performance across WhatsApp, email, web, and other channels.
  • Fixed country code validation to check against the contact record instead of the conversation.

Thanks to everyone reporting issues and sharing feedback.