Restructure omni services and add Chatwoot research snapshot

research/chatwoot/app/services/csat_template_management_service.rb

@@ -0,0 +1,196 @@
+class CsatTemplateManagementService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+
+  def initialize(inbox)
+    @inbox = inbox
+  end
+
+  def template_status
+    template = @inbox.csat_config&.dig('template')
+    return { template_exists: false } unless template
+
+    if @inbox.twilio_whatsapp?
+      get_twilio_template_status(template)
+    else
+      get_whatsapp_template_status(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
+    { service_error: e.message }
+  end
+
+  def create_template(template_params)
+    validate_template_params!(template_params)
+
+    delete_existing_template_if_needed
+
+    result = create_template_via_provider(template_params)
+    update_inbox_csat_config(result) if result[:success]
+
+    result
+  rescue StandardError => e
+    Rails.logger.error "Error creating CSAT template: #{e.message}"
+    { success: false, service_error: 'Template creation failed' }
+  end
+
+  private
+
+  def validate_template_params!(template_params)
+    raise ActionController::ParameterMissing, 'message' if template_params[:message].blank?
+  end
+
+  def create_template_via_provider(template_params)
+    if @inbox.twilio_whatsapp?
+      create_twilio_template(template_params)
+    else
+      create_whatsapp_template(template_params)
+    end
+  end
+
+  def create_twilio_template(template_params)
+    template_config = build_template_config(template_params)
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    template_service.create_template(template_config)
+  end
+
+  def create_whatsapp_template(template_params)
+    template_config = build_template_config(template_params)
+    Whatsapp::CsatTemplateService.new(@inbox.channel).create_template(template_config)
+  end
+
+  def build_template_config(template_params)
+    {
+      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: CsatTemplateNameService.csat_template_name(@inbox.id)
+    }
+  end
+
+  def update_inbox_csat_config(result)
+    current_config = @inbox.csat_config || {}
+    template_data = build_template_data_from_result(result)
+    updated_config = current_config.merge('template' => template_data)
+    @inbox.update!(csat_config: updated_config)
+  end
+
+  def build_template_data_from_result(result)
+    if @inbox.twilio_whatsapp?
+      build_twilio_template_data(result)
+    else
+      build_whatsapp_cloud_template_data(result)
+    end
+  end
+
+  def build_twilio_template_data(result)
+    {
+      'friendly_name' => result[:friendly_name],
+      'content_sid' => result[:content_sid],
+      'approval_sid' => result[:approval_sid],
+      'language' => result[:language],
+      'status' => result[:whatsapp_status] || result[:status],
+      'created_at' => Time.current.iso8601
+    }.compact
+  end
+
+  def build_whatsapp_cloud_template_data(result)
+    {
+      'name' => result[:template_name],
+      'template_id' => result[:template_id],
+      'language' => result[:language],
+      'created_at' => Time.current.iso8601
+    }
+  end
+
+  def get_twilio_template_status(template)
+    content_sid = template['content_sid']
+    return { template_exists: false } unless content_sid
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    status_result = template_service.get_template_status(content_sid)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        friendly_name: template['friendly_name'],
+        content_sid: template['content_sid'],
+        status: status_result[:template][:status],
+        language: template['language']
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def get_whatsapp_template_status(template)
+    template_name = template['name'] || CsatTemplateNameService.csat_template_name(@inbox.id)
+    status_result = Whatsapp::CsatTemplateService.new(@inbox.channel).get_template_status(template_name)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        template_name: template_name,
+        status: status_result[:template][:status],
+        template_id: status_result[:template][:id]
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def delete_existing_template_if_needed
+    template = @inbox.csat_config&.dig('template')
+    return true if template.blank?
+
+    if @inbox.twilio_whatsapp?
+      delete_existing_twilio_template(template)
+    else
+      delete_existing_whatsapp_template(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
+    false
+  end
+
+  def delete_existing_twilio_template(template)
+    content_sid = template['content_sid']
+    return true if content_sid.blank?
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    deletion_result = template_service.delete_template(nil, content_sid)
+
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  end
+
+  def delete_existing_whatsapp_template(template)
+    template_name = template['name']
+    return true if template_name.blank?
+
+    csat_template_service = Whatsapp::CsatTemplateService.new(@inbox.channel)
+    template_status = csat_template_service.get_template_status(template_name)
+    return true unless template_status[:success]
+
+    deletion_result = csat_template_service.delete_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
+  end
+end