diff --git a/Gemfile b/Gemfile
index 59bfc5d7f..7f44af03d 100644
--- a/Gemfile
+++ b/Gemfile
@@ -165,7 +165,7 @@ gem 'audited', '~> 5.4', '>= 5.4.1'
 
 # need for google auth
 gem 'omniauth', '>= 2.1.2'
-gem 'omniauth-google-oauth2'
+gem 'omniauth-google-oauth2', '>= 1.1.2'
 gem 'omniauth-rails_csrf_protection', '~> 1.0'
 
 ## Gems for reponse bot
diff --git a/Gemfile.lock b/Gemfile.lock
index 41cb0f20b..0f1595a72 100644
--- a/Gemfile.lock
+++ b/Gemfile.lock
@@ -237,9 +237,8 @@ GEM
       railties (>= 5.0.0)
     faker (3.2.0)
       i18n (>= 1.8.11, < 2)
-    faraday (2.7.4)
-      faraday-net_http (>= 2.0, < 3.1)
-      ruby2_keywords (>= 0.0.4)
+    faraday (2.9.0)
+      faraday-net_http (>= 2.0, < 3.2)
     faraday-follow_redirects (0.3.0)
       faraday (>= 1, < 3)
     faraday-mashify (0.1.1)
@@ -247,7 +246,8 @@ GEM
       hashie
     faraday-multipart (1.0.4)
       multipart-post (~> 2)
-    faraday-net_http (3.0.2)
+    faraday-net_http (3.1.0)
+      net-http
     faraday-net_http_persistent (2.1.0)
       faraday (~> 2.5)
       net-http-persistent (~> 4.0)
@@ -394,7 +394,8 @@ GEM
       hana (~> 1.3)
       regexp_parser (~> 2.0)
       uri_template (~> 0.7)
-    jwt (2.7.0)
+    jwt (2.8.1)
+      base64
     kaminari (1.2.2)
       activesupport (>= 4.1.0)
       kaminari-actionview (= 1.2.2)
@@ -470,6 +471,8 @@ GEM
     multipart-post (2.3.0)
     neighbor (0.2.3)
       activerecord (>= 5.2)
+    net-http (0.4.1)
+      uri
     net-http-persistent (4.0.2)
       connection_pool (~> 2.2)
     net-imap (0.4.9)
@@ -515,11 +518,11 @@ GEM
       hashie (>= 3.4.6)
       rack (>= 2.2.3)
       rack-protection
-    omniauth-google-oauth2 (1.1.1)
+    omniauth-google-oauth2 (1.1.2)
       jwt (>= 2.0)
-      oauth2 (~> 2.0.6)
+      oauth2 (~> 2.0)
       omniauth (~> 2.0)
-      omniauth-oauth2 (~> 1.8.0)
+      omniauth-oauth2 (~> 1.8)
     omniauth-oauth2 (1.8.0)
       oauth2 (>= 1.4, < 3)
       omniauth (~> 2.0)
@@ -559,7 +562,7 @@ GEM
       activesupport (>= 3.0.0)
     raabro (1.4.0)
     racc (1.7.3)
-    rack (2.2.8.1)
+    rack (2.2.9)
     rack-attack (6.7.0)
       rack (>= 1.0, < 4)
     rack-contrib (2.4.0)
@@ -568,7 +571,8 @@ GEM
       rack (>= 2.0.0)
     rack-mini-profiler (3.2.0)
       rack (>= 1.2.0)
-    rack-protection (3.1.0)
+    rack-protection (3.2.0)
+      base64 (>= 0.1.0)
       rack (~> 2.2, >= 2.2.4)
     rack-proxy (0.7.6)
       rack
@@ -790,11 +794,12 @@ GEM
     unf_ext (0.0.8.2)
     unicode-display_width (2.4.2)
     uniform_notifier (1.16.0)
+    uri (0.13.0)
     uri_template (0.7.0)
     valid_email2 (4.0.6)
       activemodel (>= 3.2)
       mail (~> 2.5)
-    version_gem (1.1.3)
+    version_gem (1.1.4)
     warden (1.2.9)
       rack (>= 2.0.9)
     web-console (4.2.1)
@@ -907,7 +912,7 @@ DEPENDENCIES
   newrelic-sidekiq-metrics (>= 1.6.2)
   newrelic_rpm
   omniauth (>= 2.1.2)
-  omniauth-google-oauth2
+  omniauth-google-oauth2 (>= 1.1.2)
   omniauth-oauth2
   omniauth-rails_csrf_protection (~> 1.0)
   pg
diff --git a/app/builders/messages/facebook/message_builder.rb b/app/builders/messages/facebook/message_builder.rb
index fec298bce..2c55922f6 100644
--- a/app/builders/messages/facebook/message_builder.rb
+++ b/app/builders/messages/facebook/message_builder.rb
@@ -53,7 +53,23 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
   end
 
   def conversation
-    @conversation ||= Conversation.find_by(conversation_params) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      Conversation.where(conversation_params).order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    # If lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    last_conversation = Conversation.where(conversation_params).where.not(status: :resolved).order(created_at: :desc).first
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
   end
 
   def build_conversation
diff --git a/app/builders/messages/instagram/message_builder.rb b/app/builders/messages/instagram/message_builder.rb
index e9debb767..7f1b9cab2 100644
--- a/app/builders/messages/instagram/message_builder.rb
+++ b/app/builders/messages/instagram/message_builder.rb
@@ -69,9 +69,28 @@ class Messages::Instagram::MessageBuilder < Messages::Messenger::MessageBuilder
   end
 
   def conversation
-    @conversation ||= Conversation.where(conversation_params).find_by(
-      "additional_attributes ->> 'type' = 'instagram_direct_message'"
-    ) || build_conversation
+    @conversation ||= set_conversation_based_on_inbox_config
+  end
+
+  def instagram_direct_message_conversation
+    Conversation.where(conversation_params)
+                .where("additional_attributes ->> 'type' = 'instagram_direct_message'")
+  end
+
+  def set_conversation_based_on_inbox_config
+    if @inbox.lock_to_single_conversation
+      instagram_direct_message_conversation.order(created_at: :desc).first || build_conversation
+    else
+      find_or_build_for_multiple_conversations
+    end
+  end
+
+  def find_or_build_for_multiple_conversations
+    last_conversation = instagram_direct_message_conversation.where.not(status: :resolved).order(created_at: :desc).first
+
+    return build_conversation if last_conversation.nil?
+
+    last_conversation
   end
 
   def message_content
diff --git a/app/controllers/api/v1/accounts/agents_controller.rb b/app/controllers/api/v1/accounts/agents_controller.rb
index eff9975f7..4eff10127 100644
--- a/app/controllers/api/v1/accounts/agents_controller.rb
+++ b/app/controllers/api/v1/accounts/agents_controller.rb
@@ -19,7 +19,7 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
       account: Current.account
     )
 
-    builder.perform
+    @agent = builder.perform
   end
 
   def update
diff --git a/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb b/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
index d2d51baef..ebf8e49dd 100644
--- a/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
+++ b/app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb
@@ -2,13 +2,9 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
   before_action :authorize_request
 
   def create
-    ActiveRecord::Base.transaction do
-      authenticate_twilio
-      build_inbox
-      setup_webhooks if @twilio_channel.sms?
-    rescue StandardError => e
-      render_could_not_create_error(e.message)
-    end
+    process_create
+  rescue StandardError => e
+    render_could_not_create_error(e.message)
   end
 
   private
@@ -17,6 +13,14 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
     authorize ::Inbox
   end
 
+  def process_create
+    ActiveRecord::Base.transaction do
+      authenticate_twilio
+      build_inbox
+      setup_webhooks if @twilio_channel.sms?
+    end
+  end
+
   def authenticate_twilio
     client = if permitted_params[:api_key_sid].present?
                Twilio::REST::Client.new(permitted_params[:api_key_sid], permitted_params[:auth_token], permitted_params[:account_sid])
diff --git a/app/controllers/application_controller.rb b/app/controllers/application_controller.rb
index d2960a699..2f389049d 100644
--- a/app/controllers/application_controller.rb
+++ b/app/controllers/application_controller.rb
@@ -25,3 +25,4 @@ class ApplicationController < ActionController::Base
     }
   end
 end
+ApplicationController.include_mod_with('Concerns::ApplicationControllerConcern')
diff --git a/app/finders/conversation_finder.rb b/app/finders/conversation_finder.rb
index f3c85be7a..44592c201 100644
--- a/app/finders/conversation_finder.rb
+++ b/app/finders/conversation_finder.rb
@@ -163,10 +163,14 @@ class ConversationFinder
     params[:page] || 1
   end
 
-  def conversations
-    @conversations = @conversations.includes(
+  def conversations_base_query
+    @conversations.includes(
       :taggings, :inbox, { assignee: { avatar_attachment: [:blob] } }, { contact: { avatar_attachment: [:blob] } }, :team, :contact_inbox
     )
+  end
+
+  def conversations
+    @conversations = conversations_base_query
 
     sort_by, sort_order = SORT_OPTIONS[params[:sort_by]] || SORT_OPTIONS['last_activity_at_desc']
     @conversations = @conversations.send(sort_by, sort_order)
@@ -178,3 +182,4 @@ class ConversationFinder
     end
   end
 end
+ConversationFinder.prepend_mod_with('ConversationFinder')
diff --git a/app/javascript/dashboard/api/slaReports.js b/app/javascript/dashboard/api/slaReports.js
new file mode 100644
index 000000000..c187c58a3
--- /dev/null
+++ b/app/javascript/dashboard/api/slaReports.js
@@ -0,0 +1,72 @@
+/* global axios */
+import ApiClient from './ApiClient';
+
+class SLAReportsAPI extends ApiClient {
+  constructor() {
+    super('applied_slas', { accountScoped: true });
+  }
+
+  get({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+    page,
+  } = {}) {
+    return axios.get(this.url, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+        page,
+      },
+    });
+  }
+
+  download({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+  } = {}) {
+    return axios.get(`${this.url}/download`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+      },
+    });
+  }
+
+  getMetrics({
+    from,
+    to,
+    assigned_agent_id,
+    inbox_id,
+    team_id,
+    sla_policy_id,
+  } = {}) {
+    return axios.get(`${this.url}/metrics`, {
+      params: {
+        since: from,
+        until: to,
+        assigned_agent_id,
+        inbox_id,
+        team_id,
+        sla_policy_id,
+      },
+    });
+  }
+}
+
+export default new SLAReportsAPI();
diff --git a/app/javascript/dashboard/api/specs/slaReports.spec.js b/app/javascript/dashboard/api/specs/slaReports.spec.js
new file mode 100644
index 000000000..51ac8bfe4
--- /dev/null
+++ b/app/javascript/dashboard/api/specs/slaReports.spec.js
@@ -0,0 +1,98 @@
+import SLAReportsAPI from '../slaReports';
+import ApiClient from '../ApiClient';
+
+describe('#SLAReports API', () => {
+  it('creates correct instance', () => {
+    expect(SLAReportsAPI).toBeInstanceOf(ApiClient);
+    expect(SLAReportsAPI.apiVersion).toBe('/api/v1');
+    expect(SLAReportsAPI).toHaveProperty('get');
+    expect(SLAReportsAPI).toHaveProperty('getMetrics');
+  });
+
+  describe('API calls', () => {
+    const originalAxios = window.axios;
+    const axiosMock = {
+      post: jest.fn(() => Promise.resolve()),
+      get: jest.fn(() => Promise.resolve()),
+      patch: jest.fn(() => Promise.resolve()),
+      delete: jest.fn(() => Promise.resolve()),
+    };
+
+    beforeEach(() => {
+      window.axios = axiosMock;
+    });
+
+    afterEach(() => {
+      window.axios = originalAxios;
+    });
+
+    it('#get', () => {
+      SLAReportsAPI.get({
+        page: 1,
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith('/api/v1/applied_slas', {
+        params: {
+          page: 1,
+          since: 1622485800,
+          until: 1623695400,
+          assigned_agent_id: 1,
+          inbox_id: 1,
+          team_id: 1,
+          sla_policy_id: 1,
+        },
+      });
+    });
+    it('#getMetrics', () => {
+      SLAReportsAPI.getMetrics({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/metrics',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+          },
+        }
+      );
+    });
+    it('#download', () => {
+      SLAReportsAPI.download({
+        from: 1622485800,
+        to: 1623695400,
+        assigned_agent_id: 1,
+        inbox_id: 1,
+        team_id: 1,
+        sla_policy_id: 1,
+      });
+      expect(axiosMock.get).toHaveBeenCalledWith(
+        '/api/v1/applied_slas/download',
+        {
+          params: {
+            since: 1622485800,
+            until: 1623695400,
+            assigned_agent_id: 1,
+            inbox_id: 1,
+            team_id: 1,
+            sla_policy_id: 1,
+          },
+        }
+      );
+    });
+  });
+});
diff --git a/app/javascript/dashboard/components/ChatList.vue b/app/javascript/dashboard/components/ChatList.vue
index a75f0c12b..26c057f98 100644
--- a/app/javascript/dashboard/components/ChatList.vue
+++ b/app/javascript/dashboard/components/ChatList.vue
@@ -1,14 +1,14 @@
 <template>
   <div
-    class="conversations-list-wrap flex-basis-clamp flex-shrink-0 overflow-hidden flex flex-col border-r rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
-    :class="{
-      hide: !showConversationList,
-      'list--full-width': isOnExpandedLayout,
-    }"
+    class="flex flex-col flex-shrink-0 overflow-hidden border-r conversations-list-wrap rtl:border-r-0 rtl:border-l border-slate-50 dark:border-slate-800/50"
+    :class="[
+      { hidden: !showConversationList },
+      isOnExpandedLayout ? 'basis-full' : 'flex-basis-clamp',
+    ]"
   >
     <slot />
     <div
-      class="flex items-center justify-between py-0 px-4"
+      class="flex items-center justify-between px-4 py-0"
       :class="{
         'pb-3 border-b border-slate-75 dark:border-slate-700':
           hasAppliedFiltersOrActiveFolders,
@@ -16,7 +16,7 @@
     >
       <div class="flex max-w-[85%] justify-center items-center">
         <h1
-          class="text-xl break-words overflow-hidden whitespace-nowrap font-medium text-ellipsis text-black-900 dark:text-slate-100 mb-0"
+          class="text-xl font-medium break-words truncate text-black-900 dark:text-slate-100"
           :title="pageTitle"
         >
           {{ pageTitle }}
@@ -107,7 +107,7 @@
 
     <p
       v-if="!chatListLoading && !conversationList.length"
-      class="overflow-auto p-4 flex justify-center items-center"
+      class="flex items-center justify-center p-4 overflow-auto"
     >
       {{ $t('CHAT_LIST.LIST.404') }}
     </p>
@@ -127,7 +127,7 @@
     />
     <div
       ref="conversationList"
-      class="conversations-list flex-1"
+      class="flex-1 conversations-list"
       :class="{ 'overflow-hidden': isContextMenuOpen }"
     >
       <virtual-list
@@ -136,16 +136,16 @@
         :data-sources="conversationList"
         :data-component="itemComponent"
         :extra-props="virtualListExtraProps"
-        class="w-full overflow-auto h-full"
+        class="w-full h-full overflow-auto"
         footer-tag="div"
       >
         <template #footer>
           <div v-if="chatListLoading" class="text-center">
-            <span class="spinner mt-4 mb-4" />
+            <span class="mt-4 mb-4 spinner" />
           </div>
           <p
             v-if="showEndOfListMessage"
-            class="text-center text-slate-400 dark:text-slate-300 p-4"
+            class="p-4 text-center text-slate-400 dark:text-slate-300"
           >
             {{ $t('CHAT_LIST.EOF') }}
           </p>
@@ -1034,24 +1034,10 @@ export default {
 </style>
 
 <style scoped lang="scss">
-.conversations-list-wrap {
-  &.hide {
-    @apply hidden;
-  }
-
-  &.list--full-width {
-    @apply basis-full;
-  }
-}
-
 .conversations-list {
   @apply overflow-hidden hover:overflow-y-auto;
 }
 
-.load-more--button {
-  @apply text-center rounded-none;
-}
-
 .tab--chat-type {
   @apply py-0 px-4;
 
diff --git a/app/javascript/dashboard/components/ui/Label.vue b/app/javascript/dashboard/components/ui/Label.vue
index 6e15ddce2..e2d1322ef 100644
--- a/app/javascript/dashboard/components/ui/Label.vue
+++ b/app/javascript/dashboard/components/ui/Label.vue
@@ -1,6 +1,6 @@
 <template>
   <div
-    class="ltr:mr-1 rtl:ml-1 mb-1"
+    class="inline-flex ltr:mr-1 rtl:ml-1 mb-1"
     :class="labelClass"
     :style="labelStyle"
     :title="description"
@@ -111,7 +111,7 @@ export default {
 
 <style scoped lang="scss">
 .label {
-  @apply inline-flex items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;
+  @apply items-center font-medium text-xs rounded-[4px] gap-1 p-1 bg-slate-50 dark:bg-slate-700 text-slate-800 dark:text-slate-100 border border-solid border-slate-75 dark:border-slate-600 h-6;
 
   &.small {
     @apply text-xs py-0.5 px-1 leading-tight h-5;
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
index c17baac35..712efdee0 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationCard.vue
@@ -86,7 +86,11 @@
           {{ unreadCount > 9 ? '9+' : unreadCount }}
         </span>
       </div>
-      <card-labels :conversation-id="chat.id" />
+      <card-labels :conversation-id="chat.id" class="mt-0.5 mx-2 mb-0">
+        <template v-if="hasSlaPolicyId" #before>
+          <SLA-card-label :chat="chat" class="ltr:mr-1 rtl:ml-1" />
+        </template>
+      </card-labels>
     </div>
     <woot-context-menu
       v-if="showContextMenu"
@@ -125,6 +129,7 @@ import alertMixin from 'shared/mixins/alertMixin';
 import TimeAgo from 'dashboard/components/ui/TimeAgo.vue';
 import CardLabels from './conversationCardComponents/CardLabels.vue';
 import PriorityMark from './PriorityMark.vue';
+import SLACardLabel from './components/SLACardLabel.vue';
 
 export default {
   components: {
@@ -135,6 +140,7 @@ export default {
     TimeAgo,
     MessagePreview,
     PriorityMark,
+    SLACardLabel,
   },
 
   mixins: [inboxMixin, timeMixin, conversationMixin, alertMixin],
@@ -252,6 +258,9 @@ export default {
       const stateInbox = this.inbox;
       return stateInbox.name || '';
     },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
   },
   methods: {
     onCardClick(e) {
diff --git a/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue b/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
index b1f8c0640..165c34eff 100644
--- a/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/ConversationHeader.vue
@@ -1,12 +1,12 @@
 <template>
   <div
-    class="bg-white dark:bg-slate-900 flex justify-between items-center py-2 px-4 border-b border-slate-50 dark:border-slate-800/50 flex-col md:flex-row"
+    class="flex flex-col items-center justify-between px-4 py-2 bg-white border-b dark:bg-slate-900 border-slate-50 dark:border-slate-800/50 md:flex-row"
   >
     <div
-      class="flex-1 w-full min-w-0 flex flex-col items-center justify-center"
+      class="flex flex-col items-center justify-center flex-1 w-full min-w-0"
       :class="isInboxView ? 'sm:flex-row' : 'md:flex-row'"
     >
-      <div class="flex justify-start items-center min-w-0 w-fit max-w-full">
+      <div class="flex items-center justify-start max-w-full min-w-0 w-fit">
         <back-button
           v-if="showBackButton"
           :back-url="backButtonUrl"
@@ -19,10 +19,10 @@
           :status="currentContact.availability_status"
         />
         <div
-          class="items-start flex flex-col ml-2 rtl:ml-0 rtl:mr-2 min-w-0 w-fit overflow-hidden"
+          class="flex flex-col items-start min-w-0 ml-2 overflow-hidden rtl:ml-0 rtl:mr-2 w-fit"
         >
           <div
-            class="flex items-center flex-row gap-1 m-0 p-0 w-fit max-w-full"
+            class="flex flex-row items-center max-w-full gap-1 p-0 m-0 w-fit"
           >
             <woot-button
               variant="link"
@@ -31,7 +31,7 @@
               @click.prevent="$emit('contact-panel-toggle')"
             >
               <span
-                class="text-base leading-tight font-medium text-slate-900 dark:text-slate-100"
+                class="text-base font-medium leading-tight text-slate-900 dark:text-slate-100"
               >
                 {{ currentContact.name }}
               </span>
@@ -46,7 +46,7 @@
           </div>
 
           <div
-            class="conversation--header--actions items-center flex text-xs gap-2 text-ellipsis overflow-hidden whitespace-nowrap"
+            class="flex items-center gap-2 overflow-hidden text-xs conversation--header--actions text-ellipsis whitespace-nowrap"
           >
             <inbox-name v-if="hasMultipleInboxes" :inbox="inbox" />
             <span
@@ -67,9 +67,10 @@
         </div>
       </div>
       <div
-        class="header-actions-wrap items-center flex flex-row flex-grow justify-end mt-3 lg:mt-0"
+        class="flex flex-row items-center justify-end flex-grow gap-2 mt-3 header-actions-wrap lg:mt-0"
         :class="{ 'justify-end': isContactPanelOpen }"
       >
+        <SLA-card-label v-if="hasSlaPolicyId" :chat="chat" show-extended-info />
         <more-actions :conversation-id="currentChat.id" />
       </div>
     </div>
@@ -85,6 +86,7 @@ import inboxMixin from 'shared/mixins/inboxMixin';
 import InboxName from '../InboxName.vue';
 import MoreActions from './MoreActions.vue';
 import Thumbnail from '../Thumbnail.vue';
+import SLACardLabel from './components/SLACardLabel.vue';
 import wootConstants from 'dashboard/constants/globals';
 import { conversationListPageURL } from 'dashboard/helper/URLHelper';
 import { snoozedReopenTime } from 'dashboard/helper/snoozeHelpers';
@@ -95,6 +97,7 @@ export default {
     InboxName,
     MoreActions,
     Thumbnail,
+    SLACardLabel,
   },
   mixins: [inboxMixin, agentMixin, eventListenerMixins],
   props: {
@@ -173,6 +176,9 @@ export default {
     hasMultipleInboxes() {
       return this.$store.getters['inboxes/getInboxes'].length > 1;
     },
+    hasSlaPolicyId() {
+      return this.chat?.sla_policy_id;
+    },
   },
 
   methods: {
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
index 381ca53b1..012abaee0 100644
--- a/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLACardLabel.vue
@@ -1,47 +1,63 @@
 <template>
   <div
-    class="flex items-center px-2 truncate border min-w-fit border-slate-75 dark:border-slate-700"
-    :class="showExtendedInfo ? 'py-[5px] rounded-lg' : 'py-0.5 gap-1 rounded'"
+    v-if="hasSlaThreshold"
+    class="relative flex items-center border cursor-pointer min-w-fit border-slate-75 dark:border-slate-700"
+    :class="showExtendedInfo ? 'rounded-lg' : 'rounded'"
   >
     <div
-      class="flex items-center gap-1"
-      :class="
-        showExtendedInfo &&
-        'ltr:pr-1.5 rtl:pl-1.5 ltr:border-r rtl:border-l border-solid border-slate-75 dark:border-slate-700'
-      "
+      class="flex items-center w-full truncate"
+      :class="showExtendedInfo ? 'h-[26px] px-1.5' : 'h-5 px-2 gap-1'"
+      @mouseover="openSlaPopover()"
+      @mouseleave="closeSlaPopover()"
     >
-      <fluent-icon
-        size="14"
-        :icon="slaStatus.icon"
-        type="outline"
-        :icon-lib="isSlaMissed ? 'lucide' : 'fluent'"
-        class="flex-shrink-0"
-        :class="slaTextStyles"
-      />
-      <span
-        v-if="showExtendedInfo"
-        class="text-xs font-medium"
-        :class="slaTextStyles"
+      <div
+        class="flex items-center gap-1"
+        :class="
+          showExtendedInfo &&
+          'ltr:pr-1.5 rtl:pl-1.5 ltr:border-r rtl:border-l border-solid border-slate-75 dark:border-slate-700'
+        "
       >
-        {{ slaStatusText }}
+        <fluent-icon
+          size="14"
+          :icon="slaStatus.icon"
+          type="outline"
+          :icon-lib="isSlaMissed ? 'lucide' : 'fluent'"
+          class="flex-shrink-0"
+          :class="slaTextStyles"
+        />
+        <span
+          v-if="showExtendedInfo"
+          class="text-xs font-medium"
+          :class="slaTextStyles"
+        >
+          {{ slaStatusText }}
+        </span>
+      </div>
+      <span
+        class="text-xs font-medium"
+        :class="[slaTextStyles, showExtendedInfo && 'ltr:pl-1.5 rtl:pr-1.5']"
+      >
+        {{ slaStatus.threshold }}
       </span>
     </div>
-    <span
-      class="text-xs font-medium"
-      :class="[slaTextStyles, showExtendedInfo && 'ltr:pl-1.5 rtl:pr-1.5']"
-    >
-      {{ slaStatus.threshold }}
-    </span>
+    <SLA-popover-card
+      v-if="showSlaPopoverCard"
+      :all-missed-slas="slaEvents"
+      class="right-0 top-7"
+    />
   </div>
 </template>
 
 <script>
-import { mapGetters } from 'vuex';
 import { evaluateSLAStatus } from '../helpers/SLAHelper';
+import SLAPopoverCard from './SLAPopoverCard.vue';
 
-// const REFRESH_INTERVAL = 60000;
+const REFRESH_INTERVAL = 60000;
 
 export default {
+  components: {
+    SLAPopoverCard,
+  },
   props: {
     chat: {
       type: Object,
@@ -55,19 +71,27 @@ export default {
   data() {
     return {
       timer: null,
-      slaStatus: {},
+      showSlaPopover: false,
+      slaStatus: {
+        threshold: null,
+        isSlaMissed: false,
+        type: null,
+        icon: null,
+      },
     };
   },
   computed: {
-    ...mapGetters({
-      activeSLA: 'sla/getSLAById',
-    }),
     slaPolicyId() {
       return this.chat?.sla_policy_id;
     },
-    sla() {
-      if (!this.slaPolicyId) return null;
-      return this.activeSLA(this.slaPolicyId);
+    appliedSLA() {
+      return this.chat?.applied_sla;
+    },
+    slaEvents() {
+      return this.chat?.sla_events;
+    },
+    hasSlaThreshold() {
+      return this.slaStatus?.threshold;
     },
     isSlaMissed() {
       return this.slaStatus?.isSlaMissed;
@@ -79,12 +103,17 @@ export default {
     },
     slaStatusText() {
       const upperCaseType = this.slaStatus?.type?.toUpperCase(); // FRT, NRT, or RT
-      const statusKey = this.isSlaMissed ? 'BREACH' : 'DUE';
+      const statusKey = this.isSlaMissed ? 'MISSED' : 'DUE';
 
       return this.$t(`CONVERSATION.HEADER.SLA_STATUS.${upperCaseType}`, {
         status: this.$t(`CONVERSATION.HEADER.SLA_STATUS.${statusKey}`),
       });
     },
+    showSlaPopoverCard() {
+      return (
+        this.showExtendedInfo && this.showSlaPopover && this.slaEvents.length
+      );
+    },
   },
   watch: {
     chat() {
@@ -93,10 +122,29 @@ export default {
   },
   mounted() {
     this.updateSlaStatus();
+    this.createTimer();
+  },
+  beforeDestroy() {
+    if (this.timer) {
+      clearTimeout(this.timer);
+    }
   },
   methods: {
+    createTimer() {
+      this.timer = setTimeout(() => {
+        this.updateSlaStatus();
+        this.createTimer();
+      }, REFRESH_INTERVAL);
+    },
     updateSlaStatus() {
-      this.slaStatus = evaluateSLAStatus(this.sla, this.chat);
+      this.slaStatus = evaluateSLAStatus(this.appliedSLA, this.chat);
+    },
+    openSlaPopover() {
+      if (!this.showExtendedInfo) return;
+      this.showSlaPopover = true;
+    },
+    closeSlaPopover() {
+      this.showSlaPopover = false;
     },
   },
 };
diff --git a/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue b/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue
new file mode 100644
index 000000000..0b457cb9a
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/conversation/components/SLAPopoverCard.vue
@@ -0,0 +1,45 @@
+<script setup>
+import { format, fromUnixTime } from 'date-fns';
+
+defineProps({
+  allMissedSlas: {
+    type: Array,
+    default: () => [],
+  },
+});
+
+const formatDate = timestamp => format(fromUnixTime(timestamp), 'PP');
+
+const upperCase = str => str.toUpperCase();
+</script>
+<template>
+  <div
+    class="absolute flex flex-col items-start bg-[#fdfdfd] dark:bg-slate-800 z-50 p-4 border border-solid border-slate-75 dark:border-slate-700 w-[384px] rounded-xl gap-4"
+  >
+    <div
+      v-for="missedSLA in allMissedSlas"
+      :key="missedSLA.id"
+      class="flex items-center justify-between w-full"
+    >
+      <span
+        class="text-sm font-normal tracking-[-0.6%] w-[140px] truncate text-slate-900 dark:text-slate-50"
+      >
+        {{
+          $t(
+            `CONVERSATION.HEADER.SLA_POPOVER.${upperCase(missedSLA.event_type)}`
+          )
+        }}
+      </span>
+      <span
+        class="text-sm font-normal tracking-[-0.6%] text-slate-600 dark:text-slate-200"
+      >
+        {{ $t('CONVERSATION.HEADER.SLA_POPOVER.MISSED') }}
+      </span>
+      <span
+        class="text-sm font-normal tracking-[-0.6%] text-slate-900 dark:text-slate-50"
+      >
+        {{ formatDate(missedSLA.created_at) }}
+      </span>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue b/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
index a2e72caed..c94e5389b 100644
--- a/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
+++ b/app/javascript/dashboard/components/widgets/conversation/conversationCardComponents/CardLabels.vue
@@ -1,13 +1,14 @@
 <template>
   <div
-    v-show="activeLabels.length"
+    v-if="activeLabels.length || $slots.before"
     ref="labelContainer"
-    class="label-container mt-0.5 mx-2 mb-0"
+    v-resize="computeVisibleLabelPosition"
   >
     <div
-      class="labels-wrap flex items-end min-w-0 flex-shrink gap-y-1 flex-wrap"
-      :class="{ expand: showAllLabels }"
+      class="flex items-end flex-shrink min-w-0 gap-y-1"
+      :class="{ 'h-auto overflow-visible flex-row flex-wrap': showAllLabels }"
     >
+      <slot name="before" />
       <woot-label
         v-for="(label, index) in activeLabels"
         :key="label.id"
@@ -26,7 +27,7 @@
             ? $t('CONVERSATION.CARD.HIDE_LABELS')
             : $t('CONVERSATION.CARD.SHOW_LABELS')
         "
-        class="show-more--button sticky flex-shrink-0 right-0 mr-6 rtl:rotate-180"
+        class="sticky right-0 flex-shrink-0 mr-6 show-more--button rtl:rotate-180"
         color-scheme="secondary"
         variant="hollow"
         :icon="showAllLabels ? 'chevron-left' : 'chevron-right'"
@@ -59,26 +60,34 @@ export default {
     },
   },
   mounted() {
+    // the problem here is that there is a certain amount of delay between the conversation
+    // card being mounted and the resize event eventually being triggered
+    // This means we need to run the function immediately after the component is mounted
+    // Happens especially when used in a virtual list.
+    // We can make the first trigger, a standard part of the directive, in case
+    // we face this issue again
     this.computeVisibleLabelPosition();
   },
   methods: {
     onShowLabels(e) {
       e.stopPropagation();
       this.showAllLabels = !this.showAllLabels;
+      this.$nextTick(() => this.computeVisibleLabelPosition());
     },
     computeVisibleLabelPosition() {
+      const beforeSlot = this.$slots.before ? 100 : 0;
       const labelContainer = this.$refs.labelContainer;
-      const labels = this.$refs.labelContainer.querySelectorAll('.label');
+      if (!labelContainer) return;
+
+      const labels = Array.from(labelContainer.querySelectorAll('.label'));
       let labelOffset = 0;
       this.showExpandLabelButton = false;
-
-      Array.from(labels).forEach((label, index) => {
+      labels.forEach((label, index) => {
         labelOffset += label.offsetWidth + 8;
-
-        if (labelOffset < labelContainer.clientWidth - 16) {
+        if (labelOffset < labelContainer.clientWidth - 16 - beforeSlot) {
           this.labelPosition = index;
         } else {
-          this.showExpandLabelButton = true;
+          this.showExpandLabelButton = labels.length > 1;
         }
       });
     },
@@ -95,10 +104,6 @@ export default {
 }
 
 .labels-wrap {
-  &.expand {
-    @apply h-auto overflow-visible flex-row flex-wrap;
-  }
-
   .secondary {
     @apply border border-solid border-slate-100 dark:border-slate-700;
   }
diff --git a/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js b/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js
new file mode 100644
index 000000000..ebfc21130
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/conversation/helpers/SLAHelper.js
@@ -0,0 +1,117 @@
+const calculateThreshold = (timeOffset, threshold) => {
+  // Calculate the time left for the SLA to breach or the time since the SLA has missed
+  if (threshold === null) return null;
+  const currentTime = Math.floor(Date.now() / 1000);
+  return timeOffset + threshold - currentTime;
+};
+
+const findMostUrgentSLAStatus = SLAStatuses => {
+  // Sort the SLAs based on the threshold and return the most urgent SLA
+  SLAStatuses.sort(
+    (sla1, sla2) => Math.abs(sla1.threshold) - Math.abs(sla2.threshold)
+  );
+  return SLAStatuses[0];
+};
+
+const formatSLATime = seconds => {
+  const units = {
+    y: 31536000, // 60 * 60 * 24 * 365
+    mo: 2592000, // 60 * 60 * 24 * 30
+    d: 86400, // 60 * 60 * 24
+    h: 3600, // 60 * 60
+    m: 60,
+  };
+
+  if (seconds < 60) {
+    return '1m';
+  }
+
+  // we will only show two parts, two max granularity's, h-m, y-d, d-h, m, but no seconds
+  const parts = [];
+
+  Object.keys(units).forEach(unit => {
+    const value = Math.floor(seconds / units[unit]);
+    if (seconds < 60 && parts.length > 0) return;
+    if (parts.length === 2) return;
+    if (value > 0) {
+      parts.push(value + unit);
+      seconds -= value * units[unit];
+    }
+  });
+  return parts.join(' ');
+};
+
+const createSLAObject = (
+  type,
+  {
+    sla_first_response_time_threshold: frtThreshold,
+    sla_next_response_time_threshold: nrtThreshold,
+    sla_resolution_time_threshold: rtThreshold,
+    created_at: createdAt,
+  } = {},
+  {
+    first_reply_created_at: firstReplyCreatedAt,
+    waiting_since: waitingSince,
+    status,
+  } = {}
+) => {
+  // Mapping of breach types to their logic
+  const SLATypes = {
+    FRT: {
+      threshold: calculateThreshold(createdAt, frtThreshold),
+      //   Check FRT only if threshold is not null and first reply hasn't been made
+      condition:
+        frtThreshold !== null &&
+        (!firstReplyCreatedAt || firstReplyCreatedAt === 0),
+    },
+    NRT: {
+      threshold: calculateThreshold(waitingSince, nrtThreshold),
+      // Check NRT only if threshold is not null, first reply has been made and we are waiting since
+      condition:
+        nrtThreshold !== null && !!firstReplyCreatedAt && !!waitingSince,
+    },
+    RT: {
+      threshold: calculateThreshold(createdAt, rtThreshold),
+      // Check RT only if the conversation is open and threshold is not null
+      condition: status === 'open' && rtThreshold !== null,
+    },
+  };
+
+  const SLAStatus = SLATypes[type];
+  return SLAStatus ? { ...SLAStatus, type } : null;
+};
+
+const evaluateSLAConditions = (appliedSla, chat) => {
+  // Filter out the SLA based on conditions and update the object with the breach status(icon, isSlaMissed)
+  const SLATypes = ['FRT', 'NRT', 'RT'];
+  return SLATypes.map(type => createSLAObject(type, appliedSla, chat))
+    .filter(SLAStatus => SLAStatus && SLAStatus.condition)
+    .map(SLAStatus => ({
+      ...SLAStatus,
+      icon: SLAStatus.threshold <= 0 ? 'flame' : 'alarm',
+      isSlaMissed: SLAStatus.threshold <= 0,
+    }));
+};
+
+export const evaluateSLAStatus = (appliedSla, chat) => {
+  if (!appliedSla || !chat)
+    return { type: '', threshold: '', icon: '', isSlaMissed: false };
+
+  // Filter out the SLA and create the object for each breach
+  const SLAStatuses = evaluateSLAConditions(appliedSla, chat);
+
+  // Return the most urgent SLA which is latest to breach or has missed
+  const mostUrgent = findMostUrgentSLAStatus(SLAStatuses);
+  return mostUrgent
+    ? {
+        type: mostUrgent.type,
+        threshold: formatSLATime(
+          mostUrgent.threshold <= 0
+            ? -mostUrgent.threshold
+            : mostUrgent.threshold
+        ),
+        icon: mostUrgent.icon,
+        isSlaMissed: mostUrgent.isSlaMissed,
+      }
+    : { type: '', threshold: '', icon: '', isSlaMissed: false };
+};
diff --git a/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js b/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js
new file mode 100644
index 000000000..c4e0e5c88
--- /dev/null
+++ b/app/javascript/dashboard/components/widgets/conversation/helpers/specs/SLAHelper.spec.js
@@ -0,0 +1,150 @@
+import { evaluateSLAStatus } from '../SLAHelper';
+
+beforeEach(() => {
+  jest
+    .spyOn(Date, 'now')
+    .mockImplementation(() => new Date('2024-01-01T00:00:00Z').getTime());
+});
+
+afterEach(() => {
+  jest.restoreAllMocks();
+});
+
+describe('SLAHelper', () => {
+  describe('evaluateSLAStatus', () => {
+    it('returns an empty object when sla or chat is not present', () => {
+      expect(evaluateSLAStatus(null, null)).toEqual({
+        type: '',
+        threshold: '',
+        icon: '',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when FRT SLA is missed
+    it('correctly identifies a missed FRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066540,
+      };
+      const chatMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when FRT SLA is not missed
+    it('correctly identifies an FRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704066660,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 0,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'FRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when NRT SLA is missed
+    it('correctly identifies a missed NRT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704065940,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when NRT SLA is not missed
+    it('correctly identifies an NRT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065200 - 2000,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 1704066060,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'NRT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+
+    // Case when RT SLA is missed
+    it('correctly identifies a missed RT SLA', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065340,
+      };
+      const chatMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'flame',
+        isSlaMissed: true,
+      });
+    });
+
+    // Case when RT SLA is not missed
+    it('correctly identifies an RT SLA not yet breached', () => {
+      const appliedSla = {
+        sla_first_response_time_threshold: 600,
+        sla_next_response_time_threshold: 1200,
+        sla_resolution_time_threshold: 1800,
+        created_at: 1704065460,
+      };
+      const chatNotMissed = {
+        first_reply_created_at: 1704066200,
+        waiting_since: 0,
+        status: 'open',
+      };
+      expect(evaluateSLAStatus(appliedSla, chatNotMissed)).toEqual({
+        type: 'RT',
+        threshold: '1m',
+        icon: 'alarm',
+        isSlaMissed: false,
+      });
+    });
+  });
+});
diff --git a/app/javascript/dashboard/i18n/locale/en/conversation.json b/app/javascript/dashboard/i18n/locale/en/conversation.json
index 2bdf2af7a..42aa7b4a4 100644
--- a/app/javascript/dashboard/i18n/locale/en/conversation.json
+++ b/app/javascript/dashboard/i18n/locale/en/conversation.json
@@ -69,8 +69,14 @@
         "FRT": "FRT {status}",
         "NRT": "NRT {status}",
         "RT": "RT {status}",
-        "BREACH": "breach",
+        "MISSED": "missed",
         "DUE": "due"
+      },
+      "SLA_POPOVER": {
+        "FRT": "First Response Time",
+        "NRT": "Next Response Time",
+        "RT": "Resolution Time",
+        "MISSED": "missed on"
       }
     },
     "RESOLVE_DROPDOWN": {
diff --git a/app/javascript/dashboard/i18n/locale/en/report.json b/app/javascript/dashboard/i18n/locale/en/report.json
index 56ca21773..c41e8b8a1 100644
--- a/app/javascript/dashboard/i18n/locale/en/report.json
+++ b/app/javascript/dashboard/i18n/locale/en/report.json
@@ -505,5 +505,18 @@
     "THURSDAY": "Thursday",
     "FRIDAY": "Friday",
     "SATURDAY": "Saturday"
+  },
+  "SLA_REPORTS": {
+    "HEADER": "SLA Reports",
+    "METRICS": {
+      "HIT_RATE": {
+        "LABEL": "Hit Rate",
+        "TOOLTIP": "Percentage of SLAs created were completed successfully"
+      },
+      "NO_OF_BREACHES": {
+        "LABEL": "Number of Breaches",
+        "TOOLTIP": "The total SLA breaches in a certain period."
+      }
+    }
   }
 }
diff --git a/app/javascript/dashboard/mixins/conversation/labelMixin.js b/app/javascript/dashboard/mixins/conversation/labelMixin.js
index 622bd3519..5d0e17507 100644
--- a/app/javascript/dashboard/mixins/conversation/labelMixin.js
+++ b/app/javascript/dashboard/mixins/conversation/labelMixin.js
@@ -8,6 +8,7 @@ export default {
         this.conversationId
       );
     },
+    // TODO - Get rid of this from the mixin
     activeLabels() {
       return this.accountLabels.filter(({ title }) =>
         this.savedLabels.includes(title)
diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
index 87b6e6724..8823e593f 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue
@@ -589,7 +589,9 @@ export default {
       return this.inbox.name;
     },
     canLocktoSingleConversation() {
-      return this.isASmsInbox || this.isAWhatsAppChannel;
+      return (
+        this.isASmsInbox || this.isAWhatsAppChannel || this.isAFacebookInbox
+      );
     },
     inboxNameLabel() {
       if (this.isAWebWidgetInbox) {
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue
new file mode 100644
index 000000000..78e068d6c
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetricCard.vue
@@ -0,0 +1,46 @@
+<template>
+  <div class="flex flex-col gap-2 items-start justify-center min-w-[10rem]">
+    <span
+      class="inline-flex items-center gap-1 text-sm text-slate-700 dark:text-slate-200 font-medium"
+    >
+      {{ label }}
+      <fluent-icon
+        v-tooltip.right="toolTip"
+        size="14"
+        icon="information"
+        type="outline"
+        class="flex-shrink-0 text-sm font-normal flex sm:font-medium text-slate-500 dark:text-slate-500"
+      />
+    </span>
+    <div
+      v-if="isLoading"
+      class="w-12 h-6 mb-0.5 rounded-md bg-slate-50 animate-pulse"
+    />
+
+    <span v-else class="text-2xl font-medium text-slate-900 dark:text-slate-25">
+      {{ value }}
+    </span>
+  </div>
+</template>
+<script>
+export default {
+  props: {
+    label: {
+      type: String,
+      required: true,
+    },
+    value: {
+      type: [String, Number],
+      required: true,
+    },
+    toolTip: {
+      type: String,
+      required: true,
+    },
+    isLoading: {
+      type: Boolean,
+      default: false,
+    },
+  },
+};
+</script>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue
new file mode 100644
index 000000000..2abc1c601
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/SLA/SLAMetrics.vue
@@ -0,0 +1,40 @@
+<template>
+  <div
+    class="flex sm:flex-row flex-col w-full gap-4 sm:gap-14 bg-white dark:bg-slate-900 rounded-xl border border-slate-75 dark:border-slate-700/50 px-6 py-4"
+  >
+    <SLAMetricCard
+      :label="$t('SLA_REPORTS.METRICS.HIT_RATE.LABEL')"
+      :value="hitRate"
+      :tool-tip="$t('SLA_REPORTS.METRICS.HIT_RATE.TOOLTIP')"
+      :is-loading="isLoading"
+    />
+
+    <div
+      class="w-full sm:w-px h-full border border-slate-75 dark:border-slate-700/50"
+    />
+    <SLAMetricCard
+      :label="$t('SLA_REPORTS.METRICS.NO_OF_BREACHES.LABEL')"
+      :value="noOfBreaches"
+      :tool-tip="$t('SLA_REPORTS.METRICS.NO_OF_BREACHES.TOOLTIP')"
+      :is-loading="isLoading"
+    />
+  </div>
+</template>
+
+<script setup>
+import SLAMetricCard from './SLAMetricCard.vue';
+defineProps({
+  hitRate: {
+    type: String,
+    required: true,
+  },
+  noOfBreaches: {
+    type: Number,
+    required: true,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
diff --git a/app/javascript/dashboard/store/index.js b/app/javascript/dashboard/store/index.js
index 91b84ddd1..2f8a9c1e5 100755
--- a/app/javascript/dashboard/store/index.js
+++ b/app/javascript/dashboard/store/index.js
@@ -44,6 +44,7 @@ import teams from './modules/teams';
 import userNotificationSettings from './modules/userNotificationSettings';
 import webhooks from './modules/webhooks';
 import draftMessages from './modules/draftMessages';
+import SLAReports from './modules/SLAReports';
 
 import LogRocket from 'logrocket';
 import createPlugin from 'logrocket-vuex';
@@ -111,6 +112,7 @@ export default new Vuex.Store({
     webhooks,
     draftMessages,
     sla,
+    slaReports: SLAReports,
   },
   plugins,
 });
diff --git a/app/javascript/dashboard/store/modules/SLAReports.js b/app/javascript/dashboard/store/modules/SLAReports.js
new file mode 100644
index 000000000..44c11fd0c
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/SLAReports.js
@@ -0,0 +1,99 @@
+import * as MutationHelpers from 'shared/helpers/vuex/mutationHelpers';
+import types from '../mutation-types';
+import SLAReportsAPI from '../../api/slaReports';
+
+export const state = {
+  records: [],
+  metrics: {
+    numberOfSLABreaches: 0,
+    hitRate: '0%',
+  },
+  uiFlags: {
+    isFetching: false,
+    isFetchingMetrics: false,
+  },
+  meta: {
+    count: 0,
+    currentPage: 1,
+  },
+};
+
+export const getters = {
+  getAll(_state) {
+    return _state.records;
+  },
+  getMeta(_state) {
+    return _state.meta;
+  },
+  getMetrics(_state) {
+    return _state.metrics;
+  },
+  getUIFlags(_state) {
+    return _state.uiFlags;
+  },
+};
+
+export const actions = {
+  get: async function getResponses({ commit }, params) {
+    commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true });
+    try {
+      const response = await SLAReportsAPI.get(params);
+      const { payload, meta } = response.data;
+
+      commit(types.SET_SLA_REPORTS, payload);
+      commit(types.SET_SLA_REPORTS_META, meta);
+    } catch (error) {
+      throw new Error(error);
+    } finally {
+      commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false });
+    }
+  },
+  getMetrics: async function getMetrics({ commit }, params) {
+    commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true });
+    try {
+      const response = await SLAReportsAPI.getMetrics(params);
+      commit(types.SET_SLA_REPORTS_METRICS, response.data);
+    } catch (error) {
+      // Ignore error
+    } finally {
+      commit(types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false });
+    }
+  },
+};
+
+export const mutations = {
+  [types.SET_SLA_REPORTS_UI_FLAG](_state, data) {
+    _state.uiFlags = {
+      ..._state.uiFlags,
+      ...data,
+    };
+  },
+
+  [types.SET_SLA_REPORTS]: MutationHelpers.set,
+  [types.SET_SLA_REPORTS_METRICS](
+    _state,
+    { number_of_sla_breaches: numberOfSLABreaches, hit_rate: hitRate }
+  ) {
+    _state.metrics = {
+      numberOfSLABreaches,
+      hitRate,
+    };
+  },
+  [types.SET_SLA_REPORTS_META](
+    _state,
+    { total_applied_slas: totalAppliedSLAs, current_page: currentPage }
+  ) {
+    _state.meta = {
+      count: totalAppliedSLAs,
+      currentPage,
+    };
+  },
+};
+
+export default {
+  namespaced: true,
+  state,
+  getters,
+  actions,
+  mutations,
+};
diff --git a/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js b/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js
new file mode 100644
index 000000000..12895ec2f
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/actions.spec.js
@@ -0,0 +1,78 @@
+import axios from 'axios';
+import { actions } from '../../sla';
+import * as types from '../../../mutation-types';
+import SLAList from './fixtures';
+
+const commit = jest.fn();
+global.axios = axios;
+jest.mock('axios');
+
+describe('#actions', () => {
+  beforeEach(() => {
+    jest.clearAllMocks();
+  });
+
+  describe('#get', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({
+        data: { payload: SLAList },
+      });
+      await actions.get({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isFetching: true }],
+        [types.default.SET_SLA, SLAList],
+        [types.default.SET_SLA_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await actions.get({ commit });
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isFetching: true }],
+        [types.default.SET_SLA_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+  });
+
+  describe('#create', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.post.mockResolvedValue({
+        data: { payload: SLAList[0] },
+      });
+      await actions.create({ commit }, SLAList[0]);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isCreating: true }],
+        [types.default.ADD_SLA, SLAList[0]],
+        [types.default.SET_SLA_UI_FLAG, { isCreating: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.post.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.create({ commit })).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isCreating: true }],
+        [types.default.SET_SLA_UI_FLAG, { isCreating: false }],
+      ]);
+    });
+  });
+
+  describe('#delete', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.delete.mockResolvedValue({});
+      await actions.delete({ commit }, 1);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: true }],
+        [types.default.DELETE_SLA, 1],
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.delete.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.delete({ commit })).rejects.toThrow(Error);
+      expect(commit.mock.calls).toEqual([
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: true }],
+        [types.default.SET_SLA_UI_FLAG, { isDeleting: false }],
+      ]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/sla/fixtures.js b/app/javascript/dashboard/store/modules/specs/sla/fixtures.js
new file mode 100644
index 000000000..897199b18
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/fixtures.js
@@ -0,0 +1,95 @@
+export default [
+  {
+    id: 1,
+    name: 'Premium SLA',
+    description:
+      'SLA for chatwoot cloud premium and self-hosted premium customers.  SLA for chatwoot cloud premium and self-hosted premium customers',
+    first_response_time_threshold: 14400,
+    next_response_time_threshold: 18000,
+    resolution_time_threshold: 86400,
+    only_during_business_hours: true,
+  },
+  {
+    id: 2,
+    name: 'Enterprise SLA',
+    description:
+      'SLA for chatwoot enterprise and self-hosted enterprise customers.',
+    first_response_time_threshold: 600,
+    next_response_time_threshold: 2400,
+    resolution_time_threshold: 3600,
+    only_during_business_hours: false,
+  },
+  {
+    id: 3,
+    name: 'Business SLA',
+    description:
+      'Chatwoot cloud Business and self-hosted Business customers SLA',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 4,
+    name: 'Hacker SLA',
+    description: '',
+    first_response_time_threshold: 60,
+    next_response_time_threshold: 120,
+    resolution_time_threshold: 180,
+    only_during_business_hours: false,
+  },
+  {
+    id: 5,
+    name: 'SLA',
+    description: '',
+    first_response_time_threshold: 120,
+    next_response_time_threshold: 300,
+    resolution_time_threshold: 21600,
+    only_during_business_hours: false,
+  },
+  {
+    id: 6,
+    name: 'ALla',
+    description: '',
+    first_response_time_threshold: 5400,
+    next_response_time_threshold: 9000,
+    resolution_time_threshold: 23040,
+    only_during_business_hours: false,
+  },
+  {
+    id: 7,
+    name: '10',
+    description: '',
+    first_response_time_threshold: 120,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 8,
+    name: '11',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: 240,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+  {
+    id: 9,
+    name: '12',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: 300,
+    only_during_business_hours: false,
+  },
+  {
+    id: 10,
+    name: '14',
+    description: '',
+    first_response_time_threshold: null,
+    next_response_time_threshold: null,
+    resolution_time_threshold: null,
+    only_during_business_hours: false,
+  },
+];
diff --git a/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js b/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js
new file mode 100644
index 000000000..5a7c2ebae
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/getters.spec.js
@@ -0,0 +1,26 @@
+import { getters } from '../../sla';
+import SLAs from './fixtures';
+
+describe('#getters', () => {
+  it('getSLA', () => {
+    const state = { records: SLAs };
+    expect(getters.getSLA(state)).toEqual(SLAs);
+  });
+
+  it('getUIFlags', () => {
+    const state = {
+      uiFlags: {
+        isFetching: true,
+        isCreating: false,
+        isUpdating: false,
+        isDeleting: false,
+      },
+    };
+    expect(getters.getUIFlags(state)).toEqual({
+      isFetching: true,
+      isCreating: false,
+      isUpdating: false,
+      isDeleting: false,
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js b/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js
new file mode 100644
index 000000000..bb7aedf17
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/sla/mutations.spec.js
@@ -0,0 +1,34 @@
+import types from '../../../mutation-types';
+import { mutations } from '../../sla';
+import SLAs from './fixtures';
+
+describe('#mutations', () => {
+  describe('#SET_SLA_UI_FLAG', () => {
+    it('set sla ui flags', () => {
+      const state = { uiFlags: {} };
+      mutations[types.SET_SLA_UI_FLAG](state, { isFetching: true });
+      expect(state.uiFlags).toEqual({ isFetching: true });
+    });
+  });
+  describe('#SET_SLA', () => {
+    it('set sla records', () => {
+      const state = { records: [] };
+      mutations[types.SET_SLA](state, SLAs);
+      expect(state.records).toEqual(SLAs);
+    });
+  });
+  describe('#ADD_SLA', () => {
+    it('push newly created sla to the store', () => {
+      const state = { records: [SLAs[0]] };
+      mutations[types.ADD_SLA](state, SLAs[1]);
+      expect(state.records).toEqual([SLAs[0], SLAs[1]]);
+    });
+  });
+  describe('#DELETE_SLA', () => {
+    it('delete sla record', () => {
+      const state = { records: [SLAs[0]] };
+      mutations[types.DELETE_SLA](state, 1);
+      expect(state.records).toEqual([]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js
new file mode 100644
index 000000000..fb350c937
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/actions.spec.js
@@ -0,0 +1,55 @@
+import axios from 'axios';
+import { actions } from '../../SLAReports';
+import appliedSlas from './fixtures';
+import types from '../../../mutation-types';
+
+const commit = jest.fn();
+global.axios = axios;
+jest.mock('axios');
+
+describe('#actions', () => {
+  describe('#get', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({
+        data: { payload: appliedSlas, meta: { count: 1 } },
+      });
+      await actions.get({ commit }, {});
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true }],
+        [types.SET_SLA_REPORTS, appliedSlas],
+        [types.SET_SLA_REPORTS_META, { count: 1 }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await expect(actions.get({ commit }, { teamId: 1 })).rejects.toThrow(
+        Error
+      );
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: true }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetching: false }],
+      ]);
+    });
+  });
+
+  describe('#getMetrics', () => {
+    it('sends correct actions if API is success', async () => {
+      axios.get.mockResolvedValue({ data: { metrics: { count: 1 } } });
+      await actions.getMetrics({ commit }, {});
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true }],
+        [types.SET_SLA_REPORTS_METRICS, { metrics: { count: 1 } }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false }],
+      ]);
+    });
+    it('sends correct actions if API is error', async () => {
+      axios.get.mockRejectedValue({ message: 'Incorrect header' });
+      await actions.getMetrics({ commit }, { teamId: 1 });
+      expect(commit.mock.calls).toEqual([
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: true }],
+        [types.SET_SLA_REPORTS_UI_FLAG, { isFetchingMetrics: false }],
+      ]);
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js b/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js
new file mode 100644
index 000000000..799ad74a7
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/fixtures.js
@@ -0,0 +1,52 @@
+export default [
+  {
+    id: 23,
+    sla_policy_id: 7,
+    conversation_id: 152,
+    sla_status: 'active_with_misses',
+    created_at: '2024-03-31T07:50:53.518Z',
+    updated_at: '2024-03-31T07:55:06.451Z',
+    conversation: {
+      id: 152,
+      uuid: '2f9a988d-418f-47d9-b4dc-c441f28da7c2',
+      account_id: 1,
+    },
+    sla_events: [
+      {
+        id: 14,
+        event_type: 'frt',
+        meta: {},
+        updated_at: 1711871706,
+        created_at: 1711871706,
+      },
+      {
+        id: 15,
+        event_type: 'rt',
+        meta: {},
+        updated_at: 1711871706,
+        created_at: 1711871706,
+      },
+    ],
+  },
+  {
+    id: 24,
+    sla_policy_id: 7,
+    conversation_id: 153,
+    sla_status: 'active_with_misses',
+    created_at: '2024-03-31T07:57:49.659Z',
+    updated_at: '2024-03-31T08:00:31.627Z',
+    conversation: {
+      id: 153,
+      uuid: 'd5d97961-4341-469e-accf-f13f25a14c3c',
+    },
+    sla_events: [
+      {
+        id: 16,
+        event_type: 'rt',
+        meta: {},
+        updated_at: 1711872031,
+        created_at: 1711872031,
+      },
+    ],
+  },
+];
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js
new file mode 100644
index 000000000..6eddb3f60
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/getters.spec.js
@@ -0,0 +1,24 @@
+import { getters } from '../../SLAReports';
+import appliedSlas from './fixtures';
+
+describe('#getters', () => {
+  it('getAppliedSlas', () => {
+    const state = {
+      records: [appliedSlas[0]],
+    };
+    expect(getters.getAll(state)).toEqual([appliedSlas[0]]);
+  });
+
+  it('getUIFlags', () => {
+    const state = {
+      uiFlags: {
+        isFetching: false,
+        isFetchingMetrics: false,
+      },
+    };
+    expect(getters.getUIFlags(state)).toEqual({
+      isFetching: false,
+      isFetchingMetrics: false,
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js b/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js
new file mode 100644
index 000000000..04e171889
--- /dev/null
+++ b/app/javascript/dashboard/store/modules/specs/slaReports/mutations.spec.js
@@ -0,0 +1,49 @@
+import { mutations } from '../../SLAReports';
+import appliedSlas from './fixtures';
+import types from '../../../mutation-types';
+
+describe('#mutations', () => {
+  describe('#SET_SLA_REPORTS', () => {
+    it('Adds sla reports', () => {
+      const state = { records: {} };
+      mutations[types.SET_SLA_REPORTS](state, appliedSlas);
+      expect(state.records).toEqual(appliedSlas);
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_UI_FLAG', () => {
+    it('set ui flags', () => {
+      const state = { uiFlags: {} };
+      mutations[types.SET_SLA_REPORTS_UI_FLAG](state, { isFetching: true });
+      expect(state.uiFlags).toEqual({ isFetching: true });
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_METRICS', () => {
+    it('set metrics', () => {
+      const state = { metrics: {} };
+      mutations[types.SET_SLA_REPORTS_METRICS](state, {
+        number_of_sla_breaches: 1,
+        hit_rate: '100%',
+      });
+      expect(state.metrics).toEqual({
+        numberOfSLABreaches: 1,
+        hitRate: '100%',
+      });
+    });
+  });
+
+  describe('#SET_SLA_REPORTS_META', () => {
+    it('set meta', () => {
+      const state = { meta: {} };
+      mutations[types.SET_SLA_REPORTS_META](state, {
+        total_applied_slas: 1,
+        current_page: 1,
+      });
+      expect(state.meta).toEqual({
+        count: 1,
+        currentPage: 1,
+      });
+    });
+  });
+});
diff --git a/app/javascript/dashboard/store/mutation-types.js b/app/javascript/dashboard/store/mutation-types.js
index 6f7d36cf7..c21fb44e2 100644
--- a/app/javascript/dashboard/store/mutation-types.js
+++ b/app/javascript/dashboard/store/mutation-types.js
@@ -309,4 +309,10 @@ export default {
   ADD_SLA: 'ADD_SLA',
   EDIT_SLA: 'EDIT_SLA',
   DELETE_SLA: 'DELETE_SLA',
+
+  // SLA Reports
+  SET_SLA_REPORTS_UI_FLAG: 'SET_SLA_REPORTS_UI_FLAG',
+  SET_SLA_REPORTS: 'SET_SLA_REPORTS',
+  SET_SLA_REPORTS_METRICS: 'SET_SLA_REPORTS_METRICS',
+  SET_SLA_REPORTS_META: 'SET_SLA_REPORTS_META',
 };
diff --git a/app/javascript/shared/components/FluentIcon/dashboard-icons.json b/app/javascript/shared/components/FluentIcon/dashboard-icons.json
index 91d4104c4..a73d4045d 100644
--- a/app/javascript/shared/components/FluentIcon/dashboard-icons.json
+++ b/app/javascript/shared/components/FluentIcon/dashboard-icons.json
@@ -2,6 +2,7 @@
   "add-circle-outline": "M12 2c5.523 0 10 4.477 10 10s-4.477 10-10 10S2 17.523 2 12 6.477 2 12 2Zm0 1.5a8.5 8.5 0 1 0 0 17 8.5 8.5 0 0 0 0-17ZM12 7a.75.75 0 0 1 .75.75v3.5h3.5a.75.75 0 0 1 0 1.5h-3.5v3.5a.75.75 0 0 1-1.5 0v-3.5h-3.5a.75.75 0 0 1 0-1.5h3.5v-3.5A.75.75 0 0 1 12 7Z",
   "add-outline": "M11.75 3a.75.75 0 0 1 .743.648l.007.102.001 7.25h7.253a.75.75 0 0 1 .102 1.493l-.102.007h-7.253l.002 7.25a.75.75 0 0 1-1.493.101l-.007-.102-.002-7.249H3.752a.75.75 0 0 1-.102-1.493L3.752 11h7.25L11 3.75a.75.75 0 0 1 .75-.75Z",
   "add-solid": "M11.883 3.007 12 3a1 1 0 0 1 .993.883L13 4v7h7a1 1 0 0 1 .993.883L21 12a1 1 0 0 1-.883.993L20 13h-7v7a1 1 0 0 1-.883.993L12 21a1 1 0 0 1-.993-.883L11 20v-7H4a1 1 0 0 1-.993-.883L3 12a1 1 0 0 1 .883-.993L4 11h7V4a1 1 0 0 1 .883-.993L12 3l-.117.007Z",
+  "alarm-outline": "M13 12.6V9q0-.425-.288-.713T12 8q-.425 0-.713.288T11 9v3.975q0 .2.075.388t.225.337l2.8 2.8q.275.275.7.275t.7-.275q.275-.275.275-.7t-.275-.7L13 12.6ZM12 22q-1.875 0-3.513-.713t-2.85-1.924q-1.212-1.213-1.924-2.85T3 13q0-1.875.713-3.513t1.924-2.85q1.213-1.212 2.85-1.924T12 4q1.875 0 3.513.713t2.85 1.925q1.212 1.212 1.925 2.85T21 13q0 1.875-.713 3.513t-1.924 2.85q-1.213 1.212-2.85 1.925T12 22Zm0-9ZM2.05 7.3q-.275-.275-.275-.7t.275-.7L4.9 3.05q.275-.275.7-.275t.7.275q.275.275.275.7t-.275.7L3.45 7.3q-.275.275-.7.275t-.7-.275Zm19.9 0q-.275.275-.7.275t-.7-.275L17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7ZM12 20q2.925 0 4.963-2.038T19 13q0-2.925-2.038-4.963T12 6Q9.075 6 7.037 8.038T5 13q0 2.925 2.038 4.963T12 20Z",
   "alarm-on-outline": "m10.95 13.7l-1.425-1.425q-.3-.3-.7-.3t-.7.3q-.3.3-.3.713t.3.712l2.125 2.15q.3.3.7.3t.7-.3l4.25-4.25q.3-.3.3-.712t-.3-.713q-.3-.3-.713-.3t-.712.3L10.95 13.7ZM12 22q-1.875 0-3.512-.713t-2.85-1.924q-1.213-1.213-1.925-2.85T3 13q0-1.875.713-3.513t1.924-2.85q1.213-1.212 2.85-1.924T12 4q1.875 0 3.513.713t2.85 1.925q1.212 1.212 1.925 2.85T21 13q0 1.875-.713 3.513t-1.924 2.85q-1.213 1.212-2.85 1.925T12 22Zm0-9ZM2.05 7.3q-.275-.275-.275-.7t.275-.7L4.9 3.05q.275-.275.7-.275t.7.275q.275.275.275.7t-.275.7L3.45 7.3q-.275.275-.7.275t-.7-.275Zm19.9 0q-.275.275-.7.275t-.7-.275L17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7ZM12 20q2.925 0 4.963-2.038T19 13q0-2.925-2.038-4.963T12 6Q9.075 6 7.037 8.038T5 13q0 2.925 2.038 4.963T12 20Z",
   "alarm-off-outline": "m19.95 17.25l-1.5-1.5q.275-.675.413-1.313T19 13.1q0-2.9-2.05-5T12 6q-.7 0-1.35.113t-1.3.387L7.85 5q.95-.5 1.988-.75T12 4q1.85 0 3.488.7t2.862 1.938q1.225 1.237 1.938 2.887T21 13.1q0 1.125-.275 2.163t-.775 1.987ZM17.7 4.45q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l2.85 2.85q.275.275.275.7t-.275.7q-.275.275-.7.275t-.7-.275L17.7 4.45ZM12 22q-1.85 0-3.488-.7T5.65 19.4q-1.225-1.2-1.938-2.825T3 13.1q0-1.55.463-2.912T4.8 7.7l-.85-.85l-.5.5q-.275.275-.7.275t-.7-.275q-.275-.275-.275-.7t.275-.7l.5-.5L1.4 4.3q-.275-.275-.275-.7t.275-.7q.275-.275.7-.275t.7.275l18.4 18.4q.275.275.275.7t-.275.7q-.275.275-.7.275t-.7-.275l-2.45-2.45q-1.125.825-2.487 1.288T12 22Zm0-1.975q1.05 0 2.05-.325t1.85-.9L6.2 9.15q-.575.875-.887 1.888T5 13.1q0 2.9 2.05 4.913T12 20.025Zm-.95-6.05Zm2.85-2.85Z",
   "alert-outline": "M12 1.996a7.49 7.49 0 0 1 7.496 7.25l.004.25v4.097l1.38 3.156a1.25 1.25 0 0 1-1.145 1.75L15 18.502a3 3 0 0 1-5.995.177L9 18.499H4.275a1.251 1.251 0 0 1-1.147-1.747L4.5 13.594V9.496c0-4.155 3.352-7.5 7.5-7.5ZM13.5 18.5l-3 .002a1.5 1.5 0 0 0 2.993.145l.006-.147ZM12 3.496c-3.32 0-6 2.674-6 6v4.41L4.656 17h14.697L18 13.907V9.509l-.004-.225A5.988 5.988 0 0 0 12 3.496Z",
@@ -113,6 +114,7 @@
   "error-circle-outline": "M12 2c5.523 0 10 4.478 10 10s-4.477 10-10 10S2 17.522 2 12 6.477 2 12 2Zm0 1.667c-4.595 0-8.333 3.738-8.333 8.333 0 4.595 3.738 8.333 8.333 8.333 4.595 0 8.333-3.738 8.333-8.333 0-4.595-3.738-8.333-8.333-8.333Zm-.001 10.835a.999.999 0 1 1 0 1.998.999.999 0 0 1 0-1.998ZM11.994 7a.75.75 0 0 1 .744.648l.007.101.004 4.502a.75.75 0 0 1-1.493.103l-.007-.102-.004-4.501a.75.75 0 0 1 .75-.751Z",
   "file-upload-outline": "M6 2a2 2 0 0 0-2 2v5.207a5.48 5.48 0 0 1 1-.185V4a1 1 0 0 1 1-1h4v3.5A1.5 1.5 0 0 0 11.5 8H15v8a1 1 0 0 1-1 1h-3.6a5.507 5.507 0 0 1-.657 1H14a2 2 0 0 0 2-2V7.414a1.5 1.5 0 0 0-.44-1.06l-3.914-3.915A1.5 1.5 0 0 0 10.586 2H6Zm8.793 5H11.5a.5.5 0 0 1-.5-.5V3.207L14.793 7ZM5.5 19a4.5 4.5 0 1 0 0-9a4.5 4.5 0 0 0 0 9Zm2.354-4.854a.5.5 0 1 1-.708.708L6 13.707V16.5a.5.5 0 0 1-1 0v-2.793l-1.146 1.147a.5.5 0 1 1-.708-.707l2-2A.5.5 0 0 1 5.497 12h.006a.498.498 0 0 1 .348.144l.003.003l2 2Z",
   "filter-outline": "M13.5 16a.75.75 0 0 1 0 1.5h-3a.75.75 0 0 1 0-1.5h3Zm3-5a.75.75 0 0 1 0 1.5h-9a.75.75 0 0 1 0-1.5h9Zm3-5a.75.75 0 0 1 0 1.5h-15a.75.75 0 0 1 0-1.5h15Z",
+  "flame-outline": "M8.5 14.5A2.5 2.5 0 0 0 11 12c0-1.38-.5-2-1-3c-1.072-2.143-.224-4.054 2-6c.5 2.5 2 4.9 4 6.5c2 1.6 3 3.5 3 5.5a7 7 0 1 1-14 0c0-1.153.433-2.294 1-3a2.5 2.5 0 0 0 2.5 2.5",
   "flash-on-outline": "m8.294 14-1.767 7.068c-.187.746.736 1.256 1.269.701L19.79 9.27A.75.75 0 0 0 19.25 8h-4.46l1.672-5.013A.75.75 0 0 0 15.75 2h-7a.75.75 0 0 0-.721.544l-3 10.5A.75.75 0 0 0 5.75 14h2.544Zm4.745-5.487a.75.75 0 0 0 .711.987h3.74l-8.824 9.196 1.316-5.264a.75.75 0 0 0-.727-.932h-2.51l2.57-9h5.394l-1.67 5.013Z",
   "flash-settings-outline": "M6.19 2.77c.13-.455.547-.77 1.02-.77h5.25c.724 0 1.236.71 1.007 1.398l-.002.008L12.204 7h2.564c.946 0 1.407 1.144.766 1.811l-.003.004l-.237.242a5.545 5.545 0 0 0-1.374-.027l.894-.912a.056.056 0 0 0 .017-.032a.084.084 0 0 0-.007-.044a.079.079 0 0 0-.025-.034c-.005-.004-.013-.008-.031-.008h-3.27a.5.5 0 0 1-.471-.666L12.52 3.08a.062.062 0 0 0-.06-.08H7.211a.062.062 0 0 0-.06.045l-2.25 7.874c-.01.04.019.08.06.08H6.87a.5.5 0 0 1 .485.62l-1.325 5.3a.086.086 0 0 0-.003.03a.02.02 0 0 0 .003.011a.08.08 0 0 0 .072.04a.03.03 0 0 0 .01-.004a.087.087 0 0 0 .024-.018l.003-.004l2.882-2.94a5.573 5.573 0 0 0 .054 1.372l-2.22 2.267c-.754.782-2.059.06-1.795-.996l1.17-4.679H4.96a1.062 1.062 0 0 1-1.021-1.354l2.25-7.873Zm5.877 8.673a2 2 0 0 1-1.431 2.478l-.461.118a4.702 4.702 0 0 0 .01 1.016l.35.083a2 2 0 0 1 1.456 2.519l-.127.422c.257.204.537.378.835.518l.325-.344a2 2 0 0 1 2.91.002l.337.358c.292-.135.568-.302.822-.498l-.157-.556a2 2 0 0 1 1.431-2.479l.46-.117a4.702 4.702 0 0 0-.01-1.017l-.348-.082a2 2 0 0 1-1.456-2.52l.126-.421a4.32 4.32 0 0 0-.835-.519l-.325.344a2 2 0 0 1-2.91-.001l-.337-.358a4.316 4.316 0 0 0-.821.497l.156.557ZM14.5 15.5a1 1 0 1 1 0-2a1 1 0 0 1 0 2Z",
   "folder-outline": "M8.207 4c.46 0 .908.141 1.284.402l.156.12L12.022 6.5h7.728a2.25 2.25 0 0 1 2.229 1.938l.016.158.005.154v9a2.25 2.25 0 0 1-2.096 2.245L19.75 20H4.25a2.25 2.25 0 0 1-2.245-2.096L2 17.75V6.25a2.25 2.25 0 0 1 2.096-2.245L4.25 4h3.957Zm1.44 5.979a2.25 2.25 0 0 1-1.244.512l-.196.009-4.707-.001v7.251c0 .38.282.694.648.743l.102.007h15.5a.75.75 0 0 0 .743-.648l.007-.102v-9a.75.75 0 0 0-.648-.743L19.75 8h-7.729L9.647 9.979ZM8.207 5.5H4.25a.75.75 0 0 0-.743.648L3.5 6.25v2.749L8.207 9a.75.75 0 0 0 .395-.113l.085-.06 1.891-1.578-1.89-1.575a.75.75 0 0 0-.377-.167L8.207 5.5Z",
diff --git a/app/mailers/agent_notifications/conversation_notifications_mailer.rb b/app/mailers/agent_notifications/conversation_notifications_mailer.rb
index bc498d43b..a728bbbc6 100644
--- a/app/mailers/agent_notifications/conversation_notifications_mailer.rb
+++ b/app/mailers/agent_notifications/conversation_notifications_mailer.rb
@@ -61,10 +61,9 @@ class AgentNotifications::ConversationNotificationsMailer < ApplicationMailer
                   user: @agent,
                   conversation: @conversation,
                   inbox: @conversation.inbox,
-                  message: @message,
-                  sla_policy: @sla_policy
+                  message: @message
                 })
   end
 end
 
-AgentNotifications::ConversationNotificationsMailer.include_mod_with('AgentNotifications::ConversationNotificationsMailer')
+AgentNotifications::ConversationNotificationsMailer.prepend_mod_with('AgentNotifications::ConversationNotificationsMailer')
diff --git a/app/models/application_record.rb b/app/models/application_record.rb
index 64fc8cebf..c6877c883 100644
--- a/app/models/application_record.rb
+++ b/app/models/application_record.rb
@@ -50,4 +50,4 @@ class ApplicationRecord < ActiveRecord::Base
   end
 end
 
-ApplicationRecord.include_mod_with('Enterprise::ApplicationRecord')
+ApplicationRecord.prepend_mod_with('ApplicationRecord')
diff --git a/app/models/concerns/push_data_helper.rb b/app/models/concerns/push_data_helper.rb
new file mode 100644
index 000000000..47a1e4e84
--- /dev/null
+++ b/app/models/concerns/push_data_helper.rb
@@ -0,0 +1,15 @@
+module PushDataHelper
+  extend ActiveSupport::Concern
+
+  def push_event_data
+    Conversations::EventDataPresenter.new(self).push_data
+  end
+
+  def lock_event_data
+    Conversations::EventDataPresenter.new(self).lock_data
+  end
+
+  def webhook_data
+    Conversations::EventDataPresenter.new(self).push_data
+  end
+end
diff --git a/app/models/conversation.rb b/app/models/conversation.rb
index 513c993da..4d2ce55ba 100644
--- a/app/models/conversation.rb
+++ b/app/models/conversation.rb
@@ -57,6 +57,7 @@ class Conversation < ApplicationRecord
   include ActivityMessageHandler
   include UrlHelper
   include SortHandler
+  include PushDataHelper
   include ConversationMuteHelpers
 
   validates :account_id, presence: true
@@ -171,18 +172,6 @@ class Conversation < ApplicationRecord
     unread_messages.where(account_id: account_id).incoming.last(10)
   end
 
-  def push_event_data
-    Conversations::EventDataPresenter.new(self).push_data
-  end
-
-  def lock_event_data
-    Conversations::EventDataPresenter.new(self).lock_data
-  end
-
-  def webhook_data
-    Conversations::EventDataPresenter.new(self).push_data
-  end
-
   def cached_label_list_array
     (cached_label_list || '').split(',').map(&:strip)
   end
@@ -207,6 +196,10 @@ class Conversation < ApplicationRecord
     "#{ENV.fetch('FRONTEND_URL', nil)}/survey/responses/#{uuid}"
   end
 
+  def dispatch_conversation_updated_event(previous_changes = nil)
+    dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
+  end
+
   private
 
   def execute_after_update_commit_callbacks
@@ -245,13 +238,17 @@ class Conversation < ApplicationRecord
   def notify_conversation_updation
     return unless previous_changes.keys.present? && allowed_keys?
 
-    dispatcher_dispatch(CONVERSATION_UPDATED, previous_changes)
+    dispatch_conversation_updated_event(previous_changes)
+  end
+
+  def list_of_keys
+    %w[team_id assignee_id status snoozed_until custom_attributes label_list waiting_since first_reply_created_at
+       priority]
   end
 
   def allowed_keys?
     (
-      previous_changes.keys.intersect?(%w[team_id assignee_id status snoozed_until custom_attributes label_list waiting_since first_reply_created_at
-                                          priority]) ||
+      previous_changes.keys.intersect?(list_of_keys) ||
       (previous_changes['additional_attributes'].present? && previous_changes['additional_attributes'][1].keys.intersect?(%w[conversation_language]))
     )
   end
@@ -312,5 +309,6 @@ class Conversation < ApplicationRecord
   end
 end
 
-Conversation.include_mod_with('EnterpriseConversationConcern')
+Conversation.include_mod_with('Concerns::Conversation')
 Conversation.include_mod_with('SentimentAnalysisHelper')
+Conversation.prepend_mod_with('Conversation')
diff --git a/app/presenters/conversations/event_data_presenter.rb b/app/presenters/conversations/event_data_presenter.rb
index f739554b3..67c7dc1dd 100644
--- a/app/presenters/conversations/event_data_presenter.rb
+++ b/app/presenters/conversations/event_data_presenter.rb
@@ -45,3 +45,4 @@ class Conversations::EventDataPresenter < SimpleDelegator
     }
   end
 end
+Conversations::EventDataPresenter.prepend_mod_with('Conversations::EventDataPresenter')
diff --git a/app/views/api/v1/accounts/agents/create.json.jbuilder b/app/views/api/v1/accounts/agents/create.json.jbuilder
index adad85132..18760d9b6 100644
--- a/app/views/api/v1/accounts/agents/create.json.jbuilder
+++ b/app/views/api/v1/accounts/agents/create.json.jbuilder
@@ -1 +1 @@
-json.partial! 'api/v1/models/agent', formats: [:json], resource: @user
+json.partial! 'api/v1/models/agent', formats: [:json], resource: @agent
diff --git a/app/views/api/v1/conversations/partials/_conversation.json.jbuilder b/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
index 2e90e073a..a9a580e26 100644
--- a/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
+++ b/app/views/api/v1/conversations/partials/_conversation.json.jbuilder
@@ -1,3 +1,7 @@
+# TODO: Move this into models jbuilder
+# Currently the file there is used only for search endpoint.
+# Everywhere else we use conversation builder in partials folder
+
 json.meta do
   json.sender do
     json.partial! 'api/v1/models/contact', formats: [:json], resource: conversation.contact
@@ -48,3 +52,4 @@ json.last_activity_at conversation.last_activity_at.to_i
 json.priority conversation.priority
 json.waiting_since conversation.waiting_since.to_i.to_i
 json.sla_policy_id conversation.sla_policy_id
+json.partial! 'enterprise/api/v1/conversations/partials/conversation', conversation: conversation if ChatwootApp.enterprise?
diff --git a/app/views/api/v1/models/_conversation.json.jbuilder b/app/views/api/v1/models/_conversation.json.jbuilder
index 3fa54bcd9..68dfd2c40 100644
--- a/app/views/api/v1/models/_conversation.json.jbuilder
+++ b/app/views/api/v1/models/_conversation.json.jbuilder
@@ -1,3 +1,5 @@
+# This file is used to render conversation data search API response.
+
 json.id conversation.display_id
 json.uuid conversation.uuid
 json.created_at conversation.created_at.to_i
diff --git a/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb b/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
index f3028721c..32182d798 100644
--- a/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
+++ b/enterprise/app/controllers/api/v1/accounts/enterprise_accounts_controller.rb
@@ -1,8 +1,2 @@
 class Api::V1::Accounts::EnterpriseAccountsController < Api::V1::Accounts::BaseController
-  before_action :prepend_view_paths
-
-  # Prepend the view path to the enterprise/app/views won't be available by default
-  def prepend_view_paths
-    prepend_view_path 'enterprise/app/views/'
-  end
 end
diff --git a/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb b/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb
new file mode 100644
index 000000000..a44a0eceb
--- /dev/null
+++ b/enterprise/app/controllers/enterprise/concerns/application_controller_concern.rb
@@ -0,0 +1,12 @@
+module Enterprise::Concerns::ApplicationControllerConcern
+  extend ActiveSupport::Concern
+
+  included do
+    before_action :prepend_view_paths
+  end
+
+  # Prepend the view path to the enterprise/app/views won't be available by default
+  def prepend_view_paths
+    prepend_view_path 'enterprise/app/views/'
+  end
+end
diff --git a/enterprise/app/finders/enterprise/conversation_finder.rb b/enterprise/app/finders/enterprise/conversation_finder.rb
new file mode 100644
index 000000000..24e6b493d
--- /dev/null
+++ b/enterprise/app/finders/enterprise/conversation_finder.rb
@@ -0,0 +1,5 @@
+module Enterprise::ConversationFinder
+  def conversations_base_query
+    current_account.feature_enabled?('sla') ? super.includes(:applied_sla, :sla_events) : super
+  end
+end
diff --git a/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb b/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb
index df71beb10..8b153377d 100644
--- a/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb
+++ b/enterprise/app/mailers/enterprise/agent_notifications/conversation_notifications_mailer.rb
@@ -29,4 +29,10 @@ module Enterprise::AgentNotifications::ConversationNotificationsMailer
     @action_url = app_account_conversation_url(account_id: @conversation.account_id, id: @conversation.display_id)
     send_mail_with_liquid(to: @agent.email, subject: "Conversation [ID - #{@conversation.display_id}] missed SLA for resolution time") and return
   end
+
+  def liquid_droppables
+    super.merge({
+                  sla_policy: @sla_policy
+                })
+  end
 end
diff --git a/enterprise/app/models/applied_sla.rb b/enterprise/app/models/applied_sla.rb
index 111b78e84..ce67fad07 100644
--- a/enterprise/app/models/applied_sla.rb
+++ b/enterprise/app/models/applied_sla.rb
@@ -40,8 +40,37 @@ class AppliedSla < ApplicationRecord
                                         end
                                       }
   scope :missed, -> { where(sla_status: :missed) }
+
+  after_update_commit :push_conversation_event
+
+  def push_event_data
+    {
+      id: id,
+      sla_id: sla_policy_id,
+      sla_status: sla_status,
+      created_at: created_at.to_i,
+      updated_at: updated_at.to_i,
+      sla_description: sla_policy.description,
+      sla_name: sla_policy.name,
+      sla_first_response_time_threshold: sla_policy.first_response_time_threshold,
+      sla_next_response_time_threshold: sla_policy.next_response_time_threshold,
+      sla_only_during_business_hours: sla_policy.only_during_business_hours,
+      sla_resolution_time_threshold: sla_policy.resolution_time_threshold
+    }
+  end
+
   private
 
+  def push_conversation_event
+    # right now we simply use `CONVERSATION_UPDATED` event to notify the frontend
+    # we can eventually start using `CONVERSATION_SLA_UPDATED` event as required later
+    # for now the updated event should suffice
+
+    return unless saved_change_to_sla_status?
+
+    conversation.dispatch_conversation_updated_event
+  end
+
   def ensure_account_id
     self.account_id ||= sla_policy&.account_id
   end
diff --git a/enterprise/app/models/enterprise/enterprise_conversation_concern.rb b/enterprise/app/models/enterprise/concerns/conversation.rb
similarity index 88%
rename from enterprise/app/models/enterprise/enterprise_conversation_concern.rb
rename to enterprise/app/models/enterprise/concerns/conversation.rb
index 721f069dc..f03d643f4 100644
--- a/enterprise/app/models/enterprise/enterprise_conversation_concern.rb
+++ b/enterprise/app/models/enterprise/concerns/conversation.rb
@@ -1,9 +1,10 @@
-module Enterprise::EnterpriseConversationConcern
+module Enterprise::Concerns::Conversation
   extend ActiveSupport::Concern
 
   included do
     belongs_to :sla_policy, optional: true
-    has_one :applied_sla, dependent: :destroy
+    has_one :applied_sla, dependent: :destroy_async
+    has_many :sla_events, dependent: :destroy_async
     before_validation :validate_sla_policy, if: -> { sla_policy_id_changed? }
     around_save :ensure_applied_sla_is_created, if: -> { sla_policy_id_changed? }
   end
diff --git a/enterprise/app/models/enterprise/conversation.rb b/enterprise/app/models/enterprise/conversation.rb
new file mode 100644
index 000000000..e137c0929
--- /dev/null
+++ b/enterprise/app/models/enterprise/conversation.rb
@@ -0,0 +1,5 @@
+module Enterprise::Conversation
+  def list_of_keys
+    super + %w[sla_policy_id]
+  end
+end
diff --git a/enterprise/app/models/sla_event.rb b/enterprise/app/models/sla_event.rb
index 59068684e..1ba18f01a 100644
--- a/enterprise/app/models/sla_event.rb
+++ b/enterprise/app/models/sla_event.rb
@@ -31,9 +31,18 @@ class SlaEvent < ApplicationRecord
   enum event_type: { frt: 0, nrt: 1, rt: 2 }
 
   before_validation :ensure_applied_sla_id, :ensure_account_id, :ensure_inbox_id, :ensure_sla_policy_id
-
   after_create_commit :create_notifications
 
+  def push_event_data
+    {
+      id: id,
+      event_type: event_type,
+      meta: meta,
+      created_at: created_at.to_i,
+      updated_at: updated_at.to_i
+    }
+  end
+
   private
 
   def ensure_applied_sla_id
diff --git a/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb b/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb
new file mode 100644
index 000000000..9ec0a1875
--- /dev/null
+++ b/enterprise/app/presenters/enterprise/conversations/event_data_presenter.rb
@@ -0,0 +1,13 @@
+module Enterprise::Conversations::EventDataPresenter
+  def push_data
+    if account.feature_enabled?('sla')
+      super.merge(
+        applied_sla: applied_sla&.push_event_data,
+        sla_events: sla_events.map(&:push_event_data),
+        sla_policy_id: sla_policy_id
+      )
+    else
+      super
+    end
+  end
+end
diff --git a/enterprise/app/services/sla/evaluate_applied_sla_service.rb b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
index 4cc953899..2da350289 100644
--- a/enterprise/app/services/sla/evaluate_applied_sla_service.rb
+++ b/enterprise/app/services/sla/evaluate_applied_sla_service.rb
@@ -50,6 +50,7 @@ class Sla::EvaluateAppliedSlaService
   end
 
   def get_last_message_id(conversation)
+    # TODO: refactor the method to fetch last message without reply
     conversation.messages.where(message_type: :incoming).last&.id
   end
 
diff --git a/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder b/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder
new file mode 100644
index 000000000..e7f1c49fc
--- /dev/null
+++ b/enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder
@@ -0,0 +1,11 @@
+json.id resource.id
+json.sla_id resource.sla_policy_id
+json.sla_status resource.sla_status
+json.created_at resource.created_at.to_i
+json.updated_at resource.updated_at.to_i
+json.sla_description resource.sla_policy.description
+json.sla_name resource.sla_policy.name
+json.sla_first_response_time_threshold resource.sla_policy.first_response_time_threshold
+json.sla_next_response_time_threshold resource.sla_policy.next_response_time_threshold
+json.sla_only_during_business_hours resource.sla_policy.only_during_business_hours
+json.sla_resolution_time_threshold resource.sla_policy.resolution_time_threshold
diff --git a/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder b/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder
new file mode 100644
index 000000000..5a390a68b
--- /dev/null
+++ b/enterprise/app/views/enterprise/api/v1/conversations/partials/_conversation.json.jbuilder
@@ -0,0 +1,10 @@
+if conversation.account.feature_enabled?('sla')
+  json.applied_sla do
+    json.partial! 'api/v1/models/applied_sla', formats: [:json], resource: conversation.applied_sla if conversation.applied_sla.present?
+  end
+  json.sla_events do
+    json.array! conversation.sla_events do |sla_event|
+      json.partial! 'api/v1/models/sla_event', formats: [:json], sla_event: sla_event
+    end
+  end
+end
diff --git a/lib/integrations/slack/incoming_message_builder.rb b/lib/integrations/slack/incoming_message_builder.rb
index 97728d848..7eab71eae 100644
--- a/lib/integrations/slack/incoming_message_builder.rb
+++ b/lib/integrations/slack/incoming_message_builder.rb
@@ -16,8 +16,8 @@ class Integrations::Slack::IncomingMessageBuilder
 
     if hook_verification?
       verify_hook
-    elsif create_message?
-      create_message
+    elsif process_message_payload?
+      process_message_payload
     elsif link_shared?
       SlackUnfurlJob.perform_later(params)
     end
@@ -67,7 +67,7 @@ class Integrations::Slack::IncomingMessageBuilder
     params[:event][:thread_ts].present?
   end
 
-  def create_message?
+  def process_message_payload?
     thread_timestamp_available? && supported_message? && integration_hook
   end
 
diff --git a/lib/integrations/slack/slack_message_helper.rb b/lib/integrations/slack/slack_message_helper.rb
index 762d488c5..52ec4caad 100644
--- a/lib/integrations/slack/slack_message_helper.rb
+++ b/lib/integrations/slack/slack_message_helper.rb
@@ -1,21 +1,32 @@
 module Integrations::Slack::SlackMessageHelper
-  def create_message
+  def process_message_payload
     return unless conversation
 
-    build_message
-    @message.save!
-    { status: 'success' }
+    handle_conversation
+    success_response
   rescue Slack::Web::Api::Errors::MissingScope => e
     ChatwootExceptionTracker.new(e, account: conversation.account).capture_exception
     disable_and_reauthorize
   end
 
+  def handle_conversation
+    create_message unless message_exists?
+  end
+
+  def success_response
+    { status: 'success' }
+  end
+
   def disable_and_reauthorize
     integration_hook.prompt_reauthorization!
     integration_hook.disable
   end
 
-  def build_message
+  def message_exists?
+    conversation.messages.exists?(external_source_ids: { slack: params[:event][:ts] })
+  end
+
+  def create_message
     @message = conversation.messages.build(
       message_type: :outgoing,
       account_id: conversation.account_id,
@@ -26,6 +37,7 @@ module Integrations::Slack::SlackMessageHelper
       sender: sender
     )
     process_attachments(params[:event][:files]) if attachments_present?
+    @message.save!
   end
 
   def attachments_present?
diff --git a/spec/builders/messages/facebook/message_builder_spec.rb b/spec/builders/messages/facebook/message_builder_spec.rb
index 8219adaa7..4b94c9be4 100644
--- a/spec/builders/messages/facebook/message_builder_spec.rb
+++ b/spec/builders/messages/facebook/message_builder_spec.rb
@@ -58,5 +58,91 @@ describe Messages::Facebook::MessageBuilder do
       expect(facebook_channel.inbox.reload.contacts.count).to eq(1)
       expect(contact.name).to eq(default_name)
     end
+
+    context 'when lock to single conversation' do
+      subject(:mocked_message_builder) do
+        described_class.new(mocked_incoming_fb_text_message, facebook_channel.inbox).perform
+      end
+
+      let!(:mocked_message_object) { build(:mocked_message_text, sender_id: contact_inbox.source_id).to_json }
+      let!(:mocked_incoming_fb_text_message) { Integrations::Facebook::MessageParser.new(mocked_message_object) }
+      let(:contact) { create(:contact, name: 'Jane Dae') }
+      let(:contact_inbox) { create(:contact_inbox, contact_id: contact.id, inbox_id: facebook_channel.inbox.id) }
+
+      context 'when lock to single conversation is disabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: false)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'will not create a new conversation if last conversation is not resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id,
+                                                        status: :open)
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+        end
+
+        it 'creates a new conversation if last conversation is resolved' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id, status: :resolved)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).not_to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+      end
+
+      context 'when lock to single conversation is enabled' do
+        before do
+          facebook_channel.inbox.update!(lock_to_single_conversation: true)
+          stub_request(:get, /graph.facebook.com/)
+        end
+
+        it 'creates a new conversation if existing conversation is not present' do
+          inital_count = Conversation.count
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.count).to eq(1)
+          expect(Conversation.count).to eq(inital_count + 1)
+        end
+
+        it 'reopens last conversation if last conversation exists' do
+          existing_conversation = create(:conversation, account_id: facebook_channel.inbox.account.id, inbox_id: facebook_channel.inbox.id,
+                                                        contact_id: contact.id, contact_inbox_id: contact_inbox.id)
+
+          inital_count = Conversation.count
+
+          mocked_message_builder
+
+          facebook_channel.inbox.reload
+
+          expect(facebook_channel.inbox.conversations.last.id).to eq(existing_conversation.id)
+          expect(Conversation.count).to eq(inital_count)
+        end
+      end
+    end
   end
 end
diff --git a/spec/builders/messages/instagram/message_builder_spec.rb b/spec/builders/messages/instagram/message_builder_spec.rb
index 618b8bdd6..3db393dab 100644
--- a/spec/builders/messages/instagram/message_builder_spec.rb
+++ b/spec/builders/messages/instagram/message_builder_spec.rb
@@ -183,4 +183,96 @@ describe Messages::Instagram::MessageBuilder do
       expect(contact.name).to eq('Jane Dae')
     end
   end
+
+  context 'when lock to single conversation is disabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: false)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'will not create a new conversation if last conversation is not resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :open,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+    end
+
+    it 'creates a new conversation if last conversation is resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :resolved,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).not_to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+  end
+
+  context 'when lock to single conversation is enabled' do
+    before do
+      instagram_inbox.update!(lock_to_single_conversation: true)
+      stub_request(:get, /graph.facebook.com/)
+    end
+
+    it 'creates a new conversation if existing conversation is not present' do
+      inital_count = Conversation.count
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.count).to eq(1)
+      expect(Conversation.count).to eq(inital_count + 1)
+    end
+
+    it 'reopens last conversation if last conversation is resolved' do
+      existing_conversation = create(:conversation, account_id: account.id, inbox_id: instagram_inbox.id, contact_id: contact.id, status: :resolved,
+                                                    additional_attributes: { type: 'instagram_direct_message', conversation_language: 'en' })
+
+      inital_count = Conversation.count
+
+      message = dm_params[:entry][0]['messaging'][0]
+      contact_inbox
+
+      described_class.new(message, instagram_inbox).perform
+
+      instagram_inbox.reload
+      contact_inbox.reload
+
+      expect(instagram_inbox.conversations.last.id).to eq(existing_conversation.id)
+      expect(Conversation.count).to eq(inital_count)
+    end
+  end
 end
diff --git a/spec/controllers/api/v1/accounts/agents_controller_spec.rb b/spec/controllers/api/v1/accounts/agents_controller_spec.rb
index 82d5fe9c6..a74cbe21e 100644
--- a/spec/controllers/api/v1/accounts/agents_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/agents_controller_spec.rb
@@ -171,6 +171,7 @@ RSpec.describe 'Agents API', type: :request do
              as: :json
 
         expect(response).to have_http_status(:success)
+        expect(response.parsed_body['email']).to eq(params[:email])
         expect(account.users.last.name).to eq('NewUser')
       end
     end
diff --git a/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb b/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb
new file mode 100644
index 000000000..4d5269cde
--- /dev/null
+++ b/spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb
@@ -0,0 +1,34 @@
+require 'rails_helper'
+
+RSpec.describe 'Conversations API', type: :request do
+  let(:account) { create(:account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+
+  describe 'GET /api/v1/accounts/{account.id}/conversations/:id' do
+    it 'returns SLA data for the conversation if the feature is enabled' do
+      account.enable_features!('sla')
+      conversation = create(:conversation, account: account)
+      applied_sla = create(:applied_sla, conversation: conversation)
+      sla_event = create(:sla_event, conversation: conversation, applied_sla: applied_sla)
+
+      get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
+
+      expect(response).to have_http_status(:ok)
+      expect(response.parsed_body['applied_sla']['id']).to eq(applied_sla.id)
+      expect(response.parsed_body['sla_events'].first['id']).to eq(sla_event.id)
+    end
+
+    it 'does not return SLA data for the conversation if the feature is disabled' do
+      account.disable_features!('sla')
+      conversation = create(:conversation, account: account)
+      create(:applied_sla, conversation: conversation)
+      create(:sla_event, conversation: conversation)
+
+      get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
+
+      expect(response).to have_http_status(:ok)
+      expect(response.parsed_body.keys).not_to include('applied_sla')
+      expect(response.parsed_body.keys).not_to include('sla_events')
+    end
+  end
+end
diff --git a/spec/enterprise/models/applied_sla_spec.rb b/spec/enterprise/models/applied_sla_spec.rb
index af73395a6..a1433f6a2 100644
--- a/spec/enterprise/models/applied_sla_spec.rb
+++ b/spec/enterprise/models/applied_sla_spec.rb
@@ -7,6 +7,27 @@ RSpec.describe AppliedSla, type: :model do
     it { is_expected.to belong_to(:conversation) }
   end
 
+  describe 'push_event_data' do
+    it 'returns the correct hash' do
+      applied_sla = create(:applied_sla)
+      expect(applied_sla.push_event_data).to eq(
+        {
+          id: applied_sla.id,
+          sla_id: applied_sla.sla_policy_id,
+          sla_status: applied_sla.sla_status,
+          created_at: applied_sla.created_at.to_i,
+          updated_at: applied_sla.updated_at.to_i,
+          sla_description: applied_sla.sla_policy.description,
+          sla_name: applied_sla.sla_policy.name,
+          sla_first_response_time_threshold: applied_sla.sla_policy.first_response_time_threshold,
+          sla_next_response_time_threshold: applied_sla.sla_policy.next_response_time_threshold,
+          sla_only_during_business_hours: applied_sla.sla_policy.only_during_business_hours,
+          sla_resolution_time_threshold: applied_sla.sla_policy.resolution_time_threshold
+        }
+      )
+    end
+  end
+
   describe 'validates_factory' do
     it 'creates valid applied sla policy object' do
       applied_sla = create(:applied_sla)
diff --git a/spec/enterprise/models/sla_event_spec.rb b/spec/enterprise/models/sla_event_spec.rb
index 3c44d3961..8a839d626 100644
--- a/spec/enterprise/models/sla_event_spec.rb
+++ b/spec/enterprise/models/sla_event_spec.rb
@@ -9,6 +9,21 @@ RSpec.describe SlaEvent, type: :model do
     it { is_expected.to belong_to(:inbox) }
   end
 
+  describe 'push_event_data' do
+    it 'returns the correct hash' do
+      sla_event = create(:sla_event)
+      expect(sla_event.push_event_data).to eq(
+        {
+          id: sla_event.id,
+          event_type: 'frt',
+          meta: sla_event.meta,
+          created_at: sla_event.created_at.to_i,
+          updated_at: sla_event.updated_at.to_i
+        }
+      )
+    end
+  end
+
   describe 'validates_factory' do
     it 'creates valid sla event object' do
       sla_event = create(:sla_event)
diff --git a/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb b/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb
new file mode 100644
index 000000000..f9897c96d
--- /dev/null
+++ b/spec/enterprise/presenters/conversations/event_data_presenter_spec.rb
@@ -0,0 +1,29 @@
+# frozen_string_literal: true
+
+require 'rails_helper'
+
+RSpec.describe Conversations::EventDataPresenter do
+  let!(:presenter) { described_class.new(conversation) }
+  let!(:conversation) { create(:conversation) }
+  let!(:applied_sla) { create(:applied_sla, conversation: conversation) }
+  let!(:sla_event) { create(:sla_event, conversation: conversation, applied_sla: applied_sla) }
+
+  describe '#push_data' do
+    it 'returns push event payload with applied sla & sla events if the feature is enabled' do
+      conversation.account.enable_features!('sla')
+
+      expect(presenter.push_data).to include(
+        {
+          applied_sla: applied_sla.push_event_data,
+          sla_events: [sla_event.push_event_data]
+        }
+      )
+    end
+
+    it 'returns push event payload without applied sla & sla events if the feature is disabled' do
+      conversation.account.disable_features!('sla')
+
+      expect(presenter.push_data).not_to include(:applied_sla, :sla_events)
+    end
+  end
+end
diff --git a/spec/factories/facebook_message/incoming_fb_text_message.rb b/spec/factories/facebook_message/incoming_fb_text_message.rb
index dc75a912c..261e49261 100644
--- a/spec/factories/facebook_message/incoming_fb_text_message.rb
+++ b/spec/factories/facebook_message/incoming_fb_text_message.rb
@@ -11,6 +11,21 @@ FactoryBot.define do
     initialize_with { attributes }
   end
 
+  factory :mocked_message_text, class: Hash do
+    transient do
+      sender_id { '3383290475046708' }
+    end
+
+    initialize_with do
+      { messaging: { sender: { id: sender_id },
+                     recipient: { id: '117172741761305' },
+                     message: { mid: 'm_KXGKDUpO6xbVdAmZFBVpzU1AhKVJdAIUnUH4cwkvb_K3iZsWhowDRyJ_DcowEpJjncaBwdCIoRrixvCbbO1PcA',
+                                text: 'facebook message' } } }
+    end
+
+    # initialize_with { attributes }
+  end
+
   factory :message_deliveries, class: Hash do
     messaging do
       { sender: { id: '3383290475046708' },
diff --git a/spec/lib/integrations/slack/incoming_message_builder_spec.rb b/spec/lib/integrations/slack/incoming_message_builder_spec.rb
index 5bb04c582..608324e8f 100644
--- a/spec/lib/integrations/slack/incoming_message_builder_spec.rb
+++ b/spec/lib/integrations/slack/incoming_message_builder_spec.rb
@@ -65,6 +65,16 @@ describe Integrations::Slack::IncomingMessageBuilder do
         expect(conversation.messages.count).to eql(messages_count)
       end
 
+      it 'does not create message if message already exists' do
+        expect(hook).not_to be_nil
+        messages_count = conversation.messages.count
+        builder = described_class.new(message_params)
+        allow(builder).to receive(:sender).and_return(nil)
+        2.times.each { builder.perform }
+        expect(conversation.messages.count).to eql(messages_count + 1)
+        expect(conversation.messages.last.content).to eql('this is test https://chatwoot.com Hey @Sojan Test again')
+      end
+
       it 'creates message' do
         expect(hook).not_to be_nil
         messages_count = conversation.messages.count
diff --git a/spec/presenters/conversations/event_data_presenter_spec.rb b/spec/presenters/conversations/event_data_presenter_spec.rb
index 557d2b95c..f6a400b96 100644
--- a/spec/presenters/conversations/event_data_presenter_spec.rb
+++ b/spec/presenters/conversations/event_data_presenter_spec.rb
@@ -38,7 +38,8 @@ RSpec.describe Conversations::EventDataPresenter do
     end
 
     it 'returns push event payload' do
-      expect(presenter.push_data).to eq(expected_data)
+      # the exceptions are the values that would be added in enterprise edition.
+      expect(presenter.push_data.except(:applied_sla, :sla_events)).to include(expected_data)
     end
   end
 end