Today, the satisfaction survey sent by WhatsApp uses the cloudchat_csat_survey model, and Cloud Chat only feeds two parameters: contact_name and ticket_id. The ticket_id is automatically filled in with the internal number of the conversation, with no configuration option.

Operations that work with their own identifier - protocol, case number, order ID coming from the CRM - need to show that identifier to the customer, and not the internal Cloud Chat number. Since the model does not accept any other parameter name (renaming causes Meta to reject the trigger and the search stops coming out), there is no configuration path today.

Request: allow you to point the CSAT template parameter to a custom conversation attribute (e.g., {{conversation.custom_attribute). <chave>}}), or at least make it configurable which field feeds the ticket_id.