Help Center: show one CSAT prompt per conversation

[escapemanuele]

Fixes https://linear.app/a8c/issue/SUTO-1454/duplicate-csat-message-appears-when-chat-closes

Proposed Changes

Only the most recent CSAT prompt is rendered when a chat closes, instead of one prompt per message Zendesk tags as csat.

• Applied in the Odie message cluster, which is what the Help Center chat renders.
• getMessageUniqueIdentifier now falls back to the Zendesk message id. Zendesk-sent messages carry none of the identifiers it looked for (temporary_id, message_id, internal_message_id, local_timestamp), so it returned undefined for all of them — which silently disabled message deduplication and left React keys empty for every Zendesk message.

Why are these changes being made?

When a support chat closes, the Help Center shows the rating prompt twice — the same “How would you rate your support experience?” copy with two sets of thumbs, one under the other. It reproduces on production today and was hit by several people during a support-flow test.

It is not just cosmetic. Both prompts are live, so a user can answer both, and answer them differently. That happened during testing: one good, one bad, both submitted against the same ticket, with Zendesk keeping whichever landed last. So a rating can end up recorded as the opposite of what the person meant.

The two prompts look identical because the chat overrides the text of any message Zendesk tags as csat with our own copy. Two different messages carrying that tag come out the other side indistinguishable. Rather than guess how many prompts Zendesk will send — which changes with the CSAT migration in SUTO-1421 — the chat now renders the latest one and ignores the rest.

Testing Instructions

1. Run yarn start and open the Help Center on a Simple site.
2. Start a chat and escalate to a Happiness Engineer.
3. Have the resulting ticket solved so the CSAT prompt is sent to the conversation.
4. Confirm the rating prompt appears once, below a single “Chat with support team ended” divider.
5. Rate the chat and confirm the rating still submits, and that the prompt is replaced by the comment form as before.
6. Reopen the Help Center and confirm the chat history renders unchanged: attachments, Happiness Engineer names, and the automated messages before and after the prompt.

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Suppressed comments (1)

packages/odie-client/src/components/message/messages-cluster/messages-cluster.tsx:123

• Array.prototype.at() isn’t used elsewhere in packages/odie-client production code and can be a runtime compatibility footgun if this bundle is ever executed in browsers without at support (it’s not transpiled by Babel). Prefer a more widely-supported way to get the last element to avoid a hard crash.

	const sortedMessages = sortMessagesByTimestamp( messages );
	const lastCSATMessage = sortedMessages.filter( isCSATMessage ).at( -1 );