Merge branch 'develop' into feat/CW-7403

app/controllers/api/v1/accounts/agent_bots_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::AgentBotsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :check_authorization
   before_action :agent_bot, except: [:index, :create]
 

app/controllers/api/v1/accounts/captain/preferences_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::PreferencesController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :authorize_account_update, only: [:update]
 
   def show

app/controllers/api/v1/accounts/labels_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::LabelsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :fetch_label, except: [:index, :create]
   before_action :check_authorization
 

app/controllers/api/v1/accounts/whatsapp/authorizations_controller.rb

@@ -1,4 +1,5 @@
 class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts::BaseController
+  before_action :ensure_embedded_signup_enabled
   # Reconfiguring/reauthorizing a live inbox swaps its credentials, so restrict it to admins.
   before_action :check_admin_authorization?, if: -> { params[:inbox_id].present? }
   before_action :fetch_and_validate_inbox, if: -> { params[:inbox_id].present? }
@@ -18,6 +19,13 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
 
   private
 
+  def ensure_embedded_signup_enabled
+    return unless ChatwootApp.chatwoot_cloud?
+    return if Current.account.feature_enabled?('whatsapp_embedded_signup_inbox_creation')
+
+    raise Pundit::NotAuthorizedError
+  end
+
   def process_embedded_signup
     service = Whatsapp::EmbeddedSignupService.new(
       account: Current.account,
@@ -44,8 +52,7 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
   def can_reconfigure_channel?
     channel = @inbox.channel
     return false unless channel.provider == 'whatsapp_cloud'
-
-    # Reconfiguring a live embedded-signup channel requires the feature flag.
+    return true if ChatwootApp.chatwoot_cloud?
     return Current.account.feature_enabled?('whatsapp_reconfigure') if channel.provider_config['source'] == 'embedded_signup'
 
     true

app/javascript/dashboard/api/captain/agentSessions.js

@@ -0,0 +1,9 @@
+import ApiClient from '../ApiClient';
+
+class CaptainAgentSessions extends ApiClient {
+  constructor() {
+    super('captain/agent_sessions', { accountScoped: true });
+  }
+}
+
+export default new CaptainAgentSessions();

app/javascript/dashboard/api/captain/assistant.js

@@ -26,15 +26,18 @@ class CaptainAssistant extends ApiClient {
     });
   }
 
-  getStats({ assistantId, range }) {
-    return axios.get(`${this.url}/${assistantId}/stats`, {
+  getStats({ assistantId, range, signal }) {
+    const requestConfig = {
       params: { range, timezone_offset: getTimezoneOffset() },
-    });
+    };
+    if (signal) requestConfig.signal = signal;
+
+    return axios.get(`${this.url}/${assistantId}/stats`, requestConfig);
   }
 
-  getSummary({ assistantId, range }) {
+  getSummary({ assistantId, range, stats }) {
     return axios.get(`${this.url}/${assistantId}/summary`, {
-      params: { range, timezone_offset: getTimezoneOffset() },
+      params: { range, timezone_offset: getTimezoneOffset(), stats },
     });
   }
 

app/javascript/dashboard/api/channel/whatsapp/whatsappCallsAPI.js

@@ -10,10 +10,13 @@ class WhatsappCallsAPI extends ApiClient {
     return axios.get(`${this.url}/${callId}`).then(r => r.data);
   }
 
-  initiate(conversationId, sdpOffer) {
+  // Either conversationId, or contactId + inboxId to let the BE resolve the conversation.
+  initiate({ conversationId, contactId, inboxId }, sdpOffer) {
     return axios
       .post(`${this.url}/initiate`, {
         conversation_id: conversationId,
+        contact_id: contactId,
+        inbox_id: inboxId,
         sdp_offer: sdpOffer,
       })
       .then(r => r.data);

app/javascript/dashboard/components-next/Calls/CallListItem.vue

@@ -25,8 +25,11 @@ const route = useRoute();
 
 const kind = computed(() => getCallKind(props.call));
 
-const contactName = computed(
-  () => props.call.contact.name || props.call.contact.phoneNumber
+const contactName = computed(() =>
+  (props.call.contact.name || props.call.contact.phoneNumber || '').replace(
+    /^\+/,
+    ''
+  )
 );
 
 const agentActionLabel = computed(() => {

app/javascript/dashboard/components-next/Contacts/VoiceCallButton.vue

@@ -16,7 +16,6 @@ import { useAlert } from 'dashboard/composables';
 import { frontendURL, conversationUrl } from 'dashboard/helper/URLHelper';
 import { useCallsStore } from 'dashboard/stores/calls';
 import { useWhatsappCallSession } from 'dashboard/composables/useWhatsappCallSession';
-import ContactAPI from 'dashboard/api/contacts';
 
 import Button from 'dashboard/components-next/button/Button.vue';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
@@ -83,39 +82,18 @@ const navigateToConversation = conversationId => {
 
 const whatsappCallSession = useWhatsappCallSession();
 
-// Find the most recent open conversation for this contact in the picked inbox.
-// WhatsApp /initiate is conversation-scoped (unlike Twilio's contact-scoped path).
-// Pass inboxId so the BE applies the filter before the 20-row cap — without it,
-// contacts whose latest WhatsApp conversation falls outside the 20 most recent
-// across all inboxes would be treated as having no conversation.
-const findWhatsappConversationId = async inboxId => {
-  const { data } = await ContactAPI.getConversations(props.contactId, {
-    inboxId,
-  });
-  const conversations = data?.payload || [];
-  const match = [...conversations].sort(
-    (a, b) => (b.last_activity_at || 0) - (a.last_activity_at || 0)
-  )[0];
-  return match?.id || null;
-};
-
 const startWhatsappCall = async (inboxId, conversationIdHint) => {
-  // WhatsApp /initiate is conversation-scoped, so we must hand it a
-  // conversation. Use the caller's hint when given (in-conversation flow);
-  // otherwise pick the most recent one in the inbox.
-  const conversationId =
-    conversationIdHint || (await findWhatsappConversationId(inboxId));
-  if (!conversationId) {
-    useAlert(t('CONTACT_PANEL.CALL_FAILED'));
-    return;
-  }
-
-  const response =
-    await whatsappCallSession.initiateOutboundCall(conversationId);
+  const response = await whatsappCallSession.initiateOutboundCall(
+    conversationIdHint
+      ? { conversationId: conversationIdHint }
+      : { contactId: props.contactId, inboxId }
+  );
   // The composable returns { status: 'locked' } when an init is already in
   // flight or a call is already active; treat that as a soft no-op rather than
   // claiming success.
   if (response?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.LOCKED) return;
+
+  const conversationId = response?.conversation_id || conversationIdHint;
   if (!response?.id) {
     // Permission template path returns no call id. Mirror the header button and
     // surface whether the request was just sent or is already pending instead of

app/javascript/dashboard/components-next/captain/pageComponents/overview/MetricCard.vue

@@ -9,6 +9,7 @@ const props = defineProps({
   // null = neutral, true = good direction, false = bad direction
   trendGood: { type: Boolean, default: null },
   clickable: { type: Boolean, default: false },
+  loading: { type: Boolean, default: false },
 });
 
 const emit = defineEmits(['click']);
@@ -45,7 +46,11 @@ const onActivate = () => {
         class="transition-opacity opacity-0 cursor-help i-lucide-info size-3.5 text-n-slate-10 group-hover:opacity-100"
       />
     </div>
-    <div class="flex items-end justify-between gap-2">
+    <div v-if="loading" class="flex items-end justify-between gap-2">
+      <div class="w-20 rounded h-9 bg-n-slate-3 animate-pulse" />
+      <div class="w-10 h-5 rounded bg-n-slate-3 animate-pulse" />
+    </div>
+    <div v-else class="flex items-end justify-between gap-2">
       <span
         class="text-3xl font-semibold tracking-tight tabular-nums text-n-slate-12"
       >

app/javascript/dashboard/components-next/captain/pageComponents/overview/WelcomeCard.vue

@@ -9,6 +9,10 @@ const props = defineProps({
     type: String,
     default: '30',
   },
+  stats: {
+    type: Object,
+    default: null,
+  },
 });
 
 const route = useRoute();
@@ -20,22 +24,41 @@ const assistantId = computed(() => route.params.assistantId);
 const welcomeMarkdown = ref('');
 const isLoading = ref(false);
 
+// Increments on every fetch so a slow response for a superseded
+// range/stats/assistant can't overwrite the latest request's state.
+let fetchToken = 0;
+
 const fetchSummary = async () => {
+  fetchToken += 1;
+  const token = fetchToken;
+
+  if (!props.stats) {
+    welcomeMarkdown.value = '';
+    isLoading.value = false;
+    return;
+  }
+
   isLoading.value = true;
+  let message = '';
   try {
     const { data } = await CaptainAssistant.getSummary({
       assistantId: assistantId.value,
       range: props.range,
+      stats: props.stats,
     });
-    welcomeMarkdown.value = data.message ?? '';
+    message = data.message ?? '';
   } catch {
-    welcomeMarkdown.value = '';
-  } finally {
-    isLoading.value = false;
+    message = '';
   }
+
+  if (token !== fetchToken) return;
+  welcomeMarkdown.value = message;
+  isLoading.value = false;
 };
 
-watch([() => props.range, assistantId], fetchSummary, { immediate: true });
+watch([() => props.range, () => props.stats, assistantId], fetchSummary, {
+  immediate: true,
+});
 
 // Render through the shared markdown formatter (html disabled, so it is safe)
 // used everywhere else for Captain output, instead of a bespoke parser. It

app/javascript/dashboard/components-next/content-templates/ContentTemplateParser.vue

@@ -3,8 +3,13 @@ import { ref, computed, onMounted, watch } from 'vue';
 import { useVuelidate } from '@vuelidate/core';
 import { requiredIf } from '@vuelidate/validators';
 import { useI18n } from 'vue-i18n';
-import { extractFilenameFromUrl } from 'dashboard/helper/URLHelper';
-import { TWILIO_CONTENT_TEMPLATE_TYPES } from 'shared/constants/messages';
+import {
+  isTwilioComplete,
+  isTwilioMediaTemplate,
+  getTwilioMediaVariableKey,
+  getTwilioMediaUrl,
+  applyTwilioMediaFilename,
+} from '@chatwoot/utils';
 
 import Input from 'dashboard/components-next/input/Input.vue';
 
@@ -40,30 +45,23 @@ const templateBody = computed(() => {
   return props.template.body || '';
 });
 
-const hasMediaTemplate = computed(() => {
-  return props.template.template_type === TWILIO_CONTENT_TEMPLATE_TYPES.MEDIA;
-});
+// Media-template detection and variable extraction are shared with the mobile
+// app via @chatwoot/utils.
+const hasMediaTemplate = computed(() => isTwilioMediaTemplate(props.template));
 
 const hasVariables = computed(() => {
   return templateBody.value?.match(VARIABLE_PATTERN) !== null;
 });
 
-const mediaVariableKey = computed(() => {
-  if (!hasMediaTemplate.value) return null;
-  const mediaUrl = props.template?.types?.['twilio/media']?.media?.[0];
-  if (!mediaUrl) return null;
-  return mediaUrl.match(/{{(\d+)}}/)?.[1] ?? null;
-});
+const mediaVariableKey = computed(() =>
+  getTwilioMediaVariableKey(props.template)
+);
 
-const hasMediaVariable = computed(() => {
-  return hasMediaTemplate.value && mediaVariableKey.value !== null;
-});
+const hasMediaVariable = computed(() => mediaVariableKey.value !== null);
 
-const templateMediaUrl = computed(() => {
-  if (!hasMediaTemplate.value) return '';
-
-  return props.template?.types?.['twilio/media']?.media?.[0] || '';
-});
+const templateMediaUrl = computed(() =>
+  hasMediaTemplate.value ? getTwilioMediaUrl(props.template) : ''
+);
 
 const variablePattern = computed(() => {
   if (!hasVariables.value) return [];
@@ -83,26 +81,10 @@ const renderedTemplate = computed(() => {
   return rendered;
 });
 
-const isFormInvalid = computed(() => {
-  if (!hasVariables.value && !hasMediaVariable.value) return false;
-
-  if (hasVariables.value) {
-    const hasEmptyVariable = variablePattern.value.some(
-      variable => !processedParams.value[variable]
-    );
-    if (hasEmptyVariable) return true;
-  }
-
-  if (
-    hasMediaVariable.value &&
-    mediaVariableKey.value &&
-    !processedParams.value[mediaVariableKey.value]
-  ) {
-    return true;
-  }
-
-  return false;
-});
+// Completeness validation is shared with the mobile app via @chatwoot/utils.
+const isFormInvalid = computed(
+  () => !isTwilioComplete(props.template, processedParams.value)
+);
 
 const v$ = useVuelidate(
   {
@@ -135,19 +117,11 @@ const sendMessage = () => {
 
   const { friendly_name, language } = props.template;
 
-  // Process parameters and extract filename from media URL if needed
-  const processedParameters = { ...processedParams.value };
-
-  // For media templates, extract filename from full URL
-  if (
-    hasMediaVariable.value &&
-    mediaVariableKey.value &&
-    processedParameters[mediaVariableKey.value]
-  ) {
-    processedParameters[mediaVariableKey.value] = extractFilenameFromUrl(
-      processedParameters[mediaVariableKey.value]
-    );
-  }
+  // For media templates, reduce the media URL to a filename before sending.
+  const processedParameters = applyTwilioMediaFilename(
+    props.template,
+    processedParams.value
+  );
 
   const payload = {
     message: renderedTemplate.value,

app/javascript/dashboard/components-next/message/CaptainGenerationDetails.vue

@@ -0,0 +1,342 @@
+<script setup>
+import { computed, ref } from 'vue';
+import { useI18n, I18nT } from 'vue-i18n';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+import Popover from 'dashboard/components-next/popover/Popover.vue';
+import { useStore, useMapGetter } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
+import { useMessageContext } from './provider.js';
+import { MESSAGE_VARIANTS, ORIENTATION } from './constants';
+
+const props = defineProps({
+  messageId: { type: Number, required: true },
+});
+
+const { t } = useI18n();
+const { orientation, variant, createdAt } = useMessageContext();
+const store = useStore();
+const { isCloudFeatureEnabled } = useAccount();
+
+const isOpen = ref(false);
+
+const showSparkle = computed(() =>
+  isCloudFeatureEnabled(FEATURE_FLAGS.CAPTAIN_V2)
+);
+
+const session = computed(() =>
+  store.getters['captainAgentSessions/getSessionByMessageId'](props.messageId)
+);
+const hasFetched = computed(() =>
+  store.getters['captainAgentSessions/hasFetched'](props.messageId)
+);
+const isLoading = computed(
+  () =>
+    !hasFetched.value ||
+    store.getters['captainAgentSessions/isFetching'](props.messageId)
+);
+
+const citations = computed(() => session.value?.citations || []);
+
+const scenarioTitles = computed(() =>
+  (session.value?.scenarios || []).reduce((map, scenario) => {
+    map[scenario.id] = scenario.title;
+    return map;
+  }, {})
+);
+
+// Fallback for agents without a matching scenario title:
+// "chatwoot_assistant" → "Chatwoot assistant",
+// "scenario_5_chatwoot_uptime_agent" → "Chatwoot uptime".
+const humanizeAgentName = agentName => {
+  const label = agentName
+    .replace(/^scenario_\d+_/, '')
+    .replace(/_agent$/, '')
+    .replaceAll('_', ' ')
+    .trim();
+  return label.charAt(0).toUpperCase() + label.slice(1);
+};
+
+const handoffLabel = agentName => {
+  const scenarioId = agentName.match(/^scenario_(\d+)/)?.[1];
+  return scenarioTitles.value[scenarioId] || humanizeAgentName(agentName);
+};
+
+const ACRONYMS = ['faq', 'api', 'url', 'id', 'sla', 'csat'];
+
+// Tool names arrive as RubyLLM identifiers like
+// "captain--tools--faq_lookup" or "custom_get_status_page_overview";
+// show "FAQ Lookup" / "Get Status Page Overview" instead.
+const humanizeToolName = name => {
+  return (name || '')
+    .split('--')
+    .pop()
+    .replace(/^custom_/, '')
+    .split('_')
+    .filter(Boolean)
+    .map(word =>
+      ACRONYMS.includes(word)
+        ? word.toUpperCase()
+        : word.charAt(0).toUpperCase() + word.slice(1)
+    )
+    .join(' ');
+};
+
+// Argument keys are camelCased by the store ("labelName"); show "Label Name".
+const humanizeArgumentKey = key =>
+  key
+    .replace(/([a-z])([A-Z])/g, '$1 $2')
+    .split(' ')
+    .map(word => word.charAt(0).toUpperCase() + word.slice(1))
+    .join(' ');
+
+const formatArguments = args => {
+  if (!args || typeof args !== 'object') return '';
+  return Object.entries(args)
+    .map(([key, value]) => `${humanizeArgumentKey(key)}: ${value}`)
+    .join(', ');
+};
+
+// Timeline of what Captain did during the run: tool calls (with their
+// arguments) and scenario/agent handoffs. Message bodies and raw tool
+// results are intentionally not echoed here.
+const steps = computed(() => {
+  const runContext = session.value?.runContext;
+  const result = [];
+  let currentAgent = null;
+
+  (Array.isArray(runContext) ? runContext : []).forEach(entry => {
+    if (entry?.role !== 'assistant') return;
+
+    const agentName = entry.agentName;
+    if (agentName && agentName !== currentAgent) {
+      if (currentAgent !== null) {
+        result.push({ type: 'handoff', name: handoffLabel(agentName) });
+      }
+      currentAgent = agentName;
+    }
+
+    (entry.toolCalls || []).forEach(call => {
+      // Agent-to-agent transfers surface as "handoff_to_<agent>" tool calls;
+      // the agent_name change above already yields a handoff step for them.
+      if (call.name?.startsWith('handoff_to_')) return;
+
+      result.push({
+        type: 'tool',
+        name: humanizeToolName(call.name),
+        detail: formatArguments(call.arguments),
+      });
+    });
+  });
+
+  return result;
+});
+
+// The final assistant entry stores structured content ({response, reasoning});
+// surface the model's reasoning for the reply it produced.
+const reasoning = computed(() => {
+  const runContext = session.value?.runContext;
+  if (!Array.isArray(runContext)) return '';
+
+  const entry = [...runContext]
+    .reverse()
+    .find(item => item?.role === 'assistant' && item.content?.reasoning);
+  return entry?.content?.reasoning || '';
+});
+
+const STEP_ICONS = {
+  tool: 'i-ph-wrench',
+  handoff: 'i-ph-user-switch',
+};
+
+const STEP_KEYPATHS = {
+  tool: 'CONVERSATION.CAPTAIN_GENERATION.STEP_TOOL',
+  handoff: 'CONVERSATION.CAPTAIN_GENERATION.STEP_HANDOFF',
+};
+
+const currentUser = useMapGetter('getCurrentUser');
+const isSuperAdmin = computed(() => currentUser.value.type === 'SuperAdmin');
+
+// Model and credits are only surfaced to super admins and in development.
+const devDetails = computed(() => {
+  if (!session.value) return null;
+  if (!import.meta.env.DEV && !isSuperAdmin.value) return null;
+  const model = t('CONVERSATION.CAPTAIN_GENERATION.MODEL', {
+    model: session.value.llmModel,
+  });
+  const credits = t('CONVERSATION.CAPTAIN_GENERATION.CREDITS', {
+    credits: session.value.creditsConsumed,
+  });
+  return `${model} · ${credits}`;
+});
+
+// With the sparkle at the row start, the meta gets pushed to the opposite end;
+// without it, fall back to the message orientation.
+const rowLayoutClass = computed(() => {
+  if (showSparkle.value) return 'justify-between';
+  return orientation.value === ORIENTATION.LEFT
+    ? 'justify-start'
+    : 'justify-end';
+});
+
+// Blend the sparkle with the bubble background: amber on private notes,
+// slate everywhere else. Tokens adapt to dark mode on their own.
+const sparkleColorClass = computed(() => {
+  if (variant.value === MESSAGE_VARIANTS.PRIVATE) {
+    return isOpen.value
+      ? 'text-n-amber-12/80'
+      : 'text-n-amber-12/40 hover:text-n-amber-12/70';
+  }
+  return isOpen.value
+    ? 'text-n-slate-12'
+    : 'text-n-slate-11/60 hover:text-n-slate-12';
+});
+
+const popoverAlign = computed(() =>
+  orientation.value === ORIENTATION.LEFT ? 'start' : 'end'
+);
+
+const prefetch = () => {
+  store.dispatch('captainAgentSessions/fetch', {
+    messageId: props.messageId,
+    createdAt: createdAt.value,
+  });
+};
+
+const onPopoverShow = () => {
+  isOpen.value = true;
+  prefetch();
+};
+
+const onPopoverHide = () => {
+  isOpen.value = false;
+};
+</script>
+
+<template>
+  <div class="flex items-center gap-1.5" :class="rowLayoutClass">
+    <Popover
+      v-if="showSparkle"
+      :align="popoverAlign"
+      @show="onPopoverShow"
+      @hide="onPopoverHide"
+    >
+      <button
+        v-tooltip="t('CONVERSATION.CAPTAIN_GENERATION.TITLE')"
+        type="button"
+        class="inline-flex items-center gap-1 p-0 bg-transparent border-0 cursor-pointer"
+        :class="sparkleColorClass"
+        @mouseenter="prefetch"
+        @focus="prefetch"
+      >
+        <Icon icon="i-ph-sparkle-fill" class="size-3.5" />
+        <span class="text-xs">
+          {{ t('CONVERSATION.CAPTAIN_GENERATION.GENERATED_BY') }}
+        </span>
+      </button>
+      <template #content>
+        <div class="flex flex-col gap-4 p-4 w-80">
+          <span v-if="isLoading" class="text-xs text-n-slate-11">
+            {{ t('CONVERSATION.CAPTAIN_GENERATION.LOADING') }}
+          </span>
+          <span v-else-if="!session" class="text-xs text-n-slate-11">
+            {{ t('CONVERSATION.CAPTAIN_GENERATION.EMPTY') }}
+          </span>
+          <template v-else>
+            <div v-if="steps.length" class="flex flex-col gap-2">
+              <span class="text-xs font-medium text-n-slate-11">
+                {{ t('CONVERSATION.CAPTAIN_GENERATION.TIMELINE') }}
+              </span>
+              <div class="flex flex-col">
+                <div
+                  v-for="(step, index) in steps"
+                  :key="index"
+                  class="flex gap-2.5"
+                >
+                  <div class="flex flex-col items-center">
+                    <span
+                      class="flex items-center justify-center rounded-full size-5 bg-n-alpha-2 text-n-slate-11"
+                    >
+                      <Icon :icon="STEP_ICONS[step.type]" class="size-3" />
+                    </span>
+                    <span
+                      v-if="index < steps.length - 1"
+                      class="flex-1 w-px min-h-2 bg-n-weak"
+                    />
+                  </div>
+                  <div
+                    class="flex flex-col min-w-0 gap-0.5"
+                    :class="index < steps.length - 1 ? 'pb-3' : ''"
+                  >
+                    <I18nT
+                      :keypath="STEP_KEYPATHS[step.type]"
+                      tag="span"
+                      class="text-xs leading-5 text-n-slate-11"
+                    >
+                      <template #name>
+                        <span class="font-medium text-n-slate-12">
+                          {{ step.name }}
+                        </span>
+                      </template>
+                    </I18nT>
+                    <span
+                      v-if="step.detail"
+                      class="text-xs text-n-slate-11 break-words"
+                    >
+                      {{ step.detail }}
+                    </span>
+                  </div>
+                </div>
+              </div>
+            </div>
+            <div v-if="citations.length" class="flex flex-col gap-2">
+              <div class="flex items-baseline gap-1.5">
+                <span class="text-xs font-medium text-n-slate-11">
+                  {{ t('CONVERSATION.CAPTAIN_GENERATION.SOURCES') }}
+                </span>
+                <span class="text-xs text-n-slate-10">
+                  {{
+                    t(
+                      'CONVERSATION.CAPTAIN_GENERATION.SOURCES_SUMMARY',
+                      citations.length
+                    )
+                  }}
+                </span>
+              </div>
+              <ul class="flex flex-col gap-1 m-0 list-disc ps-4">
+                <li
+                  v-for="citation in citations"
+                  :key="citation.id"
+                  class="text-xs text-n-slate-12"
+                >
+                  <a
+                    v-if="citation.link"
+                    :href="citation.link"
+                    target="_blank"
+                    rel="noopener noreferrer"
+                    class="text-xs text-n-blue-11 hover:underline"
+                  >
+                    {{ citation.title || citation.link }}
+                  </a>
+                  <span v-else>{{ citation.title }}</span>
+                </li>
+              </ul>
+            </div>
+            <div v-if="reasoning" class="flex flex-col gap-2">
+              <span class="text-xs font-medium text-n-slate-11">
+                {{ t('CONVERSATION.CAPTAIN_GENERATION.REASONING') }}
+              </span>
+              <p class="m-0 text-xs leading-normal text-n-slate-12 break-words">
+                {{ reasoning }}
+              </p>
+            </div>
+            <span v-if="devDetails" class="text-xs text-n-slate-11">
+              {{ devDetails }}
+            </span>
+          </template>
+        </div>
+      </template>
+    </Popover>
+    <slot name="meta" />
+  </div>
+</template>

app/javascript/dashboard/components-next/message/bubbles/Base.vue

@@ -2,6 +2,7 @@
 import { computed } from 'vue';
 
 import MessageMeta from '../MessageMeta.vue';
+import CaptainGenerationDetails from '../CaptainGenerationDetails.vue';
 
 import { emitter } from 'shared/helpers/mitt';
 import { useMessageContext } from '../provider.js';
@@ -9,16 +10,38 @@ import { useI18n } from 'vue-i18n';
 
 import MessageFormatter from 'shared/helpers/MessageFormatter.js';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
-import { MESSAGE_VARIANTS, ORIENTATION } from '../constants';
+import { MESSAGE_VARIANTS, ORIENTATION, SENDER_TYPES } from '../constants';
 
 const props = defineProps({
   hideMeta: { type: Boolean, default: false },
 });
 
-const { variant, orientation, inReplyTo, shouldGroupWithNext } =
-  useMessageContext();
+const {
+  variant,
+  orientation,
+  inReplyTo,
+  shouldGroupWithNext,
+  id,
+  sender,
+  senderType,
+} = useMessageContext();
 const { t } = useI18n();
 
+const isCaptainMessage = computed(
+  () =>
+    (sender.value?.type ?? senderType.value) === SENDER_TYPES.CAPTAIN_ASSISTANT
+);
+
+const metaColorClass = computed(() =>
+  variant.value === MESSAGE_VARIANTS.PRIVATE
+    ? 'text-n-amber-12/50'
+    : 'text-n-slate-11'
+);
+
+const emailMetaClass = computed(() =>
+  variant.value === MESSAGE_VARIANTS.EMAIL ? 'px-3 pb-3' : ''
+);
+
 const varaintBaseMap = {
   [MESSAGE_VARIANTS.AGENT]: 'bg-n-solid-blue text-n-slate-12',
   [MESSAGE_VARIANTS.PRIVATE]:
@@ -114,16 +137,21 @@ const replyToPreview = computed(() => {
       />
     </div>
     <slot />
-    <MessageMeta
-      v-if="shouldShowMeta"
-      :class="[
-        flexOrientationClass,
-        variant === MESSAGE_VARIANTS.EMAIL ? 'px-3 pb-3' : '',
-        variant === MESSAGE_VARIANTS.PRIVATE
-          ? 'text-n-amber-12/50'
-          : 'text-n-slate-11',
-      ]"
-      class="mt-2"
-    />
+    <template v-if="shouldShowMeta">
+      <CaptainGenerationDetails
+        v-if="isCaptainMessage"
+        :message-id="id"
+        class="mt-2"
+      >
+        <template #meta>
+          <MessageMeta :class="[emailMetaClass, metaColorClass]" />
+        </template>
+      </CaptainGenerationDetails>
+      <MessageMeta
+        v-else
+        :class="[flexOrientationClass, emailMetaClass, metaColorClass]"
+        class="mt-2"
+      />
+    </template>
   </div>
 </template>

app/javascript/dashboard/components-next/message/bubbles/VoiceCall.vue

@@ -263,9 +263,9 @@ const handleCallBack = async () => {
   if (!canCallBack.value || isInitiatingCall.value) return;
   try {
     if (isWhatsapp.value) {
-      const response = await whatsappCallSession.initiateOutboundCall(
-        conversationId.value
-      );
+      const response = await whatsappCallSession.initiateOutboundCall({
+        conversationId: conversationId.value,
+      });
       if (response?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.LOCKED) return;
       // Permission template path returns no call id — show banner, no widget yet.
       if (!response?.id) {

app/javascript/dashboard/components-next/whatsapp/WhatsAppTemplateParser.vue

@@ -13,6 +13,7 @@ import { useVuelidate } from '@vuelidate/core';
 import { requiredIf } from '@vuelidate/validators';
 import { useI18n } from 'vue-i18n';
 
+import { isWhatsAppComplete } from '@chatwoot/utils';
 import Input from 'dashboard/components-next/input/Input.vue';
 import {
   buildTemplateParameters,
@@ -84,29 +85,10 @@ const renderedTemplate = computed(() => {
   return replaceTemplateVariables(bodyText.value, processedParams.value);
 });
 
-const isFormInvalid = computed(() => {
-  if (!hasVariables.value && !hasMediaHeader.value) return false;
-
-  if (hasMediaHeader.value && !processedParams.value.header?.media_url) {
-    return true;
-  }
-
-  if (hasVariables.value && processedParams.value.body) {
-    const hasEmptyBodyVariable = Object.values(processedParams.value.body).some(
-      value => !value
-    );
-    if (hasEmptyBodyVariable) return true;
-  }
-
-  if (processedParams.value.buttons) {
-    const hasEmptyButtonParameter = processedParams.value.buttons.some(
-      button => !button.parameter
-    );
-    if (hasEmptyButtonParameter) return true;
-  }
-
-  return false;
-});
+// Completeness validation is shared with the mobile app via @chatwoot/utils.
+const isFormInvalid = computed(
+  () => !isWhatsAppComplete(props.template, processedParams.value)
+);
 
 const v$ = useVuelidate(
   {

app/javascript/dashboard/components/widgets/conversation/ConversationCallButton.vue

@@ -69,9 +69,9 @@ const callButtonTooltip = computed(() =>
 const startWhatsappCall = async () => {
   if (whatsappCallSession.isInitiating.value) return;
   try {
-    const response = await whatsappCallSession.initiateOutboundCall(
-      props.chat.id
-    );
+    const response = await whatsappCallSession.initiateOutboundCall({
+      conversationId: props.chat.id,
+    });
 
     // Composable returns LOCKED when init is already in flight or a call is
     // active; soft no-op so a parallel click doesn't trigger a banner.

app/javascript/dashboard/composables/useWhatsappCallSession.js

@@ -308,7 +308,8 @@ export function useWhatsappCallSession() {
     }
   };
 
-  const initiateOutboundCall = async conversationId => {
+  // target: { conversationId } or { contactId, inboxId }
+  const initiateOutboundCall = async target => {
     // Module-scoped lock + active-session guard so a second click — from the
     // same composable instance OR a different one (header vs contact panel)
     // OR while a call is already live — can't tear down the in-flight setup
@@ -320,10 +321,7 @@ export function useWhatsappCallSession() {
     isInitiatingOutbound.value = true;
     try {
       const sdpOffer = await prepareOutboundOffer();
-      const response = await WhatsappCallsAPI.initiate(
-        conversationId,
-        sdpOffer
-      );
+      const response = await WhatsappCallsAPI.initiate(target, sdpOffer);
       if (response?.id) {
         activeCallId = response.id;
         // A connect webhook that raced ahead of this response was buffered;
@@ -354,7 +352,7 @@ export function useWhatsappCallSession() {
         data?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.PERMISSION_REQUESTED ||
         data?.status === VOICE_CALL_OUTBOUND_INIT_STATUS.PERMISSION_PENDING
       ) {
-        return { status: data.status };
+        return { status: data.status, conversation_id: data.conversation_id };
       }
       throw e;
     } finally {

app/javascript/dashboard/featureFlags.js

@@ -7,8 +7,7 @@ export const FEATURE_FLAGS = {
   AUTOMATIONS: 'automations',
   CAMPAIGNS: 'campaigns',
   WHATSAPP_CAMPAIGNS: 'whatsapp_campaign',
-  WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION:
-    'whatsapp_embedded_signup_inbox_creation',
+  WHATSAPP_EMBEDDED_SIGNUP_FLOW: 'whatsapp_embedded_signup_inbox_creation',
   WHATSAPP_MANUAL_TRANSFER: 'whatsapp_manual_transfer',
   WHATSAPP_RECONFIGURE: 'whatsapp_reconfigure',
   CANNED_RESPONSES: 'canned_responses',

app/javascript/dashboard/helper/URLHelper.js

@@ -127,25 +127,8 @@ export const getHostNameFromURL = url => {
   }
 };
 
-/**
- * Extracts filename from a URL
- * @param {string} url - The URL to extract filename from
- * @returns {string} - The extracted filename or original URL if extraction fails
- */
-export const extractFilenameFromUrl = url => {
-  if (!url || typeof url !== 'string') return url;
-
-  try {
-    const urlObj = new URL(url);
-    const pathname = urlObj.pathname;
-    const filename = pathname.split('/').pop();
-    return filename || url;
-  } catch (error) {
-    // If URL parsing fails, try to extract filename using regex
-    const match = url.match(/\/([^/?#]+)(?:[?#]|$)/);
-    return match ? match[1] : url;
-  }
-};
+// Shared with the mobile app via @chatwoot/utils.
+export { extractFilenameFromUrl } from '@chatwoot/utils';
 
 /**
  * Normalizes a comma/newline separated list of domains

app/javascript/dashboard/helper/specs/templateHelper.spec.js

@@ -156,12 +156,18 @@ describe('templateHelper', () => {
       ]);
     });
 
-    it('should handle templates with no variables', () => {
+    it('should handle templates with no variables but a media header', () => {
       const emptyTemplate = templates.find(
         t => t.name === 'no_variable_template'
       );
-      const result = buildTemplateParameters(emptyTemplate, false);
-      expect(result).toEqual({});
+      const result = buildTemplateParameters(emptyTemplate);
+      // hasMediaHeader is derived from the template, so the document header is kept.
+      expect(result.body).toBeUndefined();
+      expect(result.header).toEqual({
+        media_url: '',
+        media_type: 'document',
+        media_name: '',
+      });
     });
 
     it('should build parameters for templates with multiple component types', () => {

app/javascript/dashboard/helper/templateHelper.js

@@ -1,19 +1,16 @@
-// Constants
+import { processVariable, buildWhatsAppProcessedParams } from '@chatwoot/utils';
+
+// Constants and pure template helpers are shared with the mobile app via
+// @chatwoot/utils so the logic lives in one place.
+export {
+  MEDIA_FORMATS,
+  COMPONENT_TYPES,
+  findComponentByType,
+  processVariable,
+} from '@chatwoot/utils';
+
 export const DEFAULT_LANGUAGE = 'en';
 export const DEFAULT_CATEGORY = 'UTILITY';
-export const COMPONENT_TYPES = {
-  HEADER: 'HEADER',
-  BODY: 'BODY',
-  BUTTONS: 'BUTTONS',
-};
-export const MEDIA_FORMATS = ['IMAGE', 'VIDEO', 'DOCUMENT'];
-
-export const findComponentByType = (template, type) =>
-  template.components?.find(component => component.type === type);
-
-export const processVariable = str => {
-  return str.replace(/{{|}}/g, '');
-};
 
 export const allKeysRequired = value => {
   const keys = Object.keys(value);
@@ -27,70 +24,7 @@ export const replaceTemplateVariables = (templateText, processedParams) => {
   });
 };
 
-export const buildTemplateParameters = (template, hasMediaHeaderValue) => {
-  const allVariables = {};
-
-  const bodyComponent = findComponentByType(template, COMPONENT_TYPES.BODY);
-  const headerComponent = findComponentByType(template, COMPONENT_TYPES.HEADER);
-
-  if (!bodyComponent) return allVariables;
-
-  const templateString = bodyComponent.text;
-
-  // Process body variables
-  const matchedVariables = templateString.match(/{{([^}]+)}}/g);
-  if (matchedVariables) {
-    allVariables.body = {};
-    matchedVariables.forEach(variable => {
-      const key = processVariable(variable);
-      allVariables.body[key] = '';
-    });
-  }
-
-  if (hasMediaHeaderValue) {
-    if (!allVariables.header) allVariables.header = {};
-    allVariables.header.media_url = '';
-    allVariables.header.media_type = headerComponent.format.toLowerCase();
-
-    // For document templates, include media_name field for filename support
-    if (headerComponent.format.toLowerCase() === 'document') {
-      allVariables.header.media_name = '';
-    }
-  }
-
-  // Process button variables
-  const buttonComponents = template.components.filter(
-    component => component.type === COMPONENT_TYPES.BUTTONS
-  );
-
-  buttonComponents.forEach(buttonComponent => {
-    if (buttonComponent.buttons) {
-      buttonComponent.buttons.forEach((button, index) => {
-        // Handle URL buttons with variables
-        if (button.type === 'URL' && button.url && button.url.includes('{{')) {
-          const buttonVars = button.url.match(/{{([^}]+)}}/g) || [];
-          if (buttonVars.length > 0) {
-            if (!allVariables.buttons) allVariables.buttons = [];
-            allVariables.buttons[index] = {
-              type: 'url',
-              parameter: '',
-              url: button.url,
-              variables: buttonVars.map(v => processVariable(v)),
-            };
-          }
-        }
-
-        // Handle copy code buttons
-        if (button.type === 'COPY_CODE') {
-          if (!allVariables.buttons) allVariables.buttons = [];
-          allVariables.buttons[index] = {
-            type: 'copy_code',
-            parameter: '',
-          };
-        }
-      });
-    }
-  });
-
-  return allVariables;
-};
+// The media-header flag is derived from the template inside the shared helper;
+// the second argument is kept for backwards-compatible call sites.
+export const buildTemplateParameters = template =>
+  buildWhatsAppProcessedParams(template);

app/javascript/dashboard/i18n/locale/en/conversation.json

@@ -72,6 +72,20 @@
     "RATING_TITLE": "Rating",
     "FEEDBACK_TITLE": "Feedback",
     "REPLY_MESSAGE_NOT_FOUND": "Message not available",
+    "CAPTAIN_GENERATION": {
+      "TITLE": "How was this reply generated?",
+      "GENERATED_BY": "Generated by Captain",
+      "LOADING": "Loading details…",
+      "EMPTY": "No generation details available for this message.",
+      "TIMELINE": "Generation steps",
+      "STEP_TOOL": "Called {name}",
+      "STEP_HANDOFF": "Handed off to {name}",
+      "REASONING": "Reasoning",
+      "SOURCES": "Knowledge base",
+      "SOURCES_SUMMARY": "{count} result | {count} results",
+      "MODEL": "Generated with {model}",
+      "CREDITS": "Credits: {credits}"
+    },
     "CARD": {
       "SHOW_LABELS": "Show labels",
       "HIDE_LABELS": "Hide labels",

app/javascript/dashboard/routes/dashboard/calls/pages/CallsIndex.vue

@@ -1,5 +1,6 @@
 <script setup>
-import { computed, ref, watch } from 'vue';
+import { computed, ref, watch, onMounted } from 'vue';
+import { until } from '@vueuse/core';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
@@ -49,7 +50,9 @@ const isVoiceEnabled = computed(
 const calls = computed(() => callHistoryStore.records);
 const meta = computed(() => callHistoryStore.meta);
 const isFetching = computed(() => callHistoryStore.uiFlags.isFetching);
-const inboxesUiFlags = useMapGetter('inboxes/getUIFlags');
+const accountUiFlags = useMapGetter('accounts/getUIFlags');
+
+const isInitializing = ref(true);
 
 // Filters are seeded from the URL so a shared link restores the same view.
 const activity = ref(
@@ -98,20 +101,25 @@ const onPageChange = page => {
   fetchCalls();
 };
 
-// inboxes/get flips isFetching true synchronously, so the spinner shows on the
-// first render and the setup CTA never flashes; hit the calls endpoint only
-// once inboxes confirm voice is on.
-store.dispatch('inboxes/get').then(() => {
-  if (!isVoiceEnabled.value) return;
-  // Only admins see the assignee filter, so only they need the agent list.
-  if (isAdmin.value) store.dispatch('agents/get');
-  fetchCalls();
+onMounted(async () => {
+  try {
+    await Promise.all([
+      store.dispatch('inboxes/get'),
+      until(() => accountUiFlags.value.isFetchingItem).toBe(false),
+    ]);
+    if (!isVoiceEnabled.value) return;
+    // Only admins see the assignee filter, so only they need the agent list.
+    if (isAdmin.value) store.dispatch('agents/get');
+    await fetchCalls();
+  } finally {
+    isInitializing.value = false;
+  }
 });
 </script>
 
 <template>
   <div
-    v-if="inboxesUiFlags.isFetching"
+    v-if="isInitializing"
     class="flex items-center justify-center w-full h-full bg-n-surface-1"
   >
     <Spinner :size="24" />

app/javascript/dashboard/routes/dashboard/captain/assistants/overview/Index.vue

@@ -1,5 +1,5 @@
 <script setup>
-import { computed, ref, watch } from 'vue';
+import { computed, onUnmounted, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -27,19 +27,49 @@ const selectedRange = ref('this_month');
 
 const assistantId = computed(() => route.params.assistantId);
 const stats = ref(null);
+const isFetching = ref(false);
+
+// Increments on every fetch so a response (or retry) from a superseded
+// range/assistant can't clobber the latest request's state.
+let fetchToken = 0;
+let abortController = null;
 
 const fetchStats = async () => {
-  try {
-    const { data } = await CaptainAssistant.getStats({
+  fetchToken += 1;
+  const token = fetchToken;
+  abortController?.abort();
+  abortController = new AbortController();
+  const { signal } = abortController;
+  stats.value = null;
+  isFetching.value = true;
+
+  const requestStats = () =>
+    CaptainAssistant.getStats({
       assistantId: assistantId.value,
       range: selectedRange.value,
+      signal,
     });
-    stats.value = data;
+
+  let data = null;
+  try {
+    ({ data } = await requestStats());
   } catch {
-    stats.value = null;
+    // One silent retry before giving up, unless the request was aborted.
+    try {
+      if (token === fetchToken && !signal.aborted)
+        ({ data } = await requestStats());
+    } catch {
+      data = null;
+    }
   }
+
+  if (token !== fetchToken || signal.aborted) return;
+  stats.value = data;
+  isFetching.value = false;
 };
 
+onUnmounted(() => abortController?.abort());
+
 watch([selectedRange, assistantId], fetchStats, { immediate: true });
 
 // `direction` says whether a rising trend is good ('up'), bad ('down'), or
@@ -156,7 +186,7 @@ const closeDrilldown = () => {
 
         <CoverageBanner :knowledge="stats?.knowledge" />
 
-        <WelcomeCard :range="selectedRange" />
+        <WelcomeCard :range="selectedRange" :stats="stats" />
 
         <div
           class="grid grid-cols-1 gap-px overflow-hidden border rounded-xl sm:grid-cols-2 lg:grid-cols-3 bg-n-weak border-n-weak"
@@ -169,7 +199,8 @@ const closeDrilldown = () => {
             :trend="metric.trend"
             :hint="metric.hint"
             :trend-good="metric.trendGood"
-            :clickable="canDrilldown && Boolean(metric.metric)"
+            :loading="isFetching"
+            :clickable="canDrilldown && Boolean(metric.metric) && !isFetching"
             @click="openDrilldown(metric)"
           />
         </div>

app/javascript/dashboard/routes/dashboard/onboarding/inbox-setup/useChannelConfig.js

@@ -18,9 +18,7 @@ export function useChannelConfig() {
     // app id (not the 'none' sentinel) and the signup configuration id.
     whatsapp: () =>
       (!isOnChatwootCloud.value ||
-        isCloudFeatureEnabled(
-          FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
-        )) &&
+        isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW)) &&
       Boolean(installationConfig.whatsappAppId) &&
       installationConfig.whatsappAppId !== 'none' &&
       Boolean(installationConfig.whatsappConfigurationId),

app/javascript/dashboard/routes/dashboard/settings/inbox/ChannelList.vue

@@ -1,5 +1,5 @@
 <script setup>
-import { ref, computed, onMounted } from 'vue';
+import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRouter } from 'vue-router';
 import { useMapGetter } from 'dashboard/composables/store';
@@ -14,7 +14,7 @@ const { accountId, currentAccount } = useAccount();
 
 const globalConfig = useMapGetter('globalConfig/get');
 
-const enabledFeatures = ref({});
+const enabledFeatures = computed(() => currentAccount.value?.features || {});
 
 const hasTiktokConfigured = computed(() => {
   return window.chatwootConfig?.tiktokAppId;
@@ -105,10 +105,6 @@ const channelList = computed(() => {
   return channels;
 });
 
-const initializeEnabledFeatures = async () => {
-  enabledFeatures.value = currentAccount.value.features;
-};
-
 const initChannelAuth = channel => {
   const params = {
     sub_page: channel,
@@ -116,10 +112,6 @@ const initChannelAuth = channel => {
   };
   router.push({ name: 'settings_inboxes_page_channel', params });
 };
-
-onMounted(() => {
-  initializeEnabledFeatures();
-});
 </script>
 
 <template>

app/javascript/dashboard/routes/dashboard/settings/inbox/Settings.vue

@@ -390,6 +390,11 @@ export default {
       return (
         this.isAWhatsAppCloudChannel &&
         this.isEmbeddedSignupWhatsApp &&
+        (!this.isOnChatwootCloud ||
+          this.isFeatureEnabledonAccount(
+            this.accountId,
+            FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW
+          )) &&
         this.inbox.reauthorization_required
       );
     },

app/javascript/dashboard/routes/dashboard/settings/inbox/channels/Whatsapp.vue

@@ -42,9 +42,7 @@ const shouldShowWhatsappEmbeddedSignup = computed(() => {
     selectedProvider.value === PROVIDER_TYPES.WHATSAPP &&
     hasWhatsappAppId.value &&
     (!isOnChatwootCloud.value ||
-      isCloudFeatureEnabled(
-        FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
-      ))
+      isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW))
   );
 });
 

app/javascript/dashboard/routes/dashboard/settings/inbox/components/SenderNameExamplePreview.vue

@@ -3,6 +3,7 @@ import { computed } from 'vue';
 import { useI18n } from 'vue-i18n';
 import Avatar from 'next/avatar/Avatar.vue';
 import RadioCard from 'dashboard/components-next/radioCard/RadioCard.vue';
+import { useBranding } from 'shared/composables/useBranding';
 
 const props = defineProps({
   senderNameType: {
@@ -22,6 +23,7 @@ const props = defineProps({
 const emit = defineEmits(['update']);
 
 const { t } = useI18n();
+const { replaceInstallationName } = useBranding();
 
 const senderNameKeyOptions = computed(() => [
   {
@@ -30,7 +32,7 @@ const senderNameKeyOptions = computed(() => [
     content: t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.FRIENDLY.SUBTITLE'),
     preview: {
       senderName: 'Smith',
-      businessName: 'Chatwoot',
+      businessName: replaceInstallationName('Chatwoot'),
       email: '<support@yourbusiness.com>',
     },
   },
@@ -40,7 +42,7 @@ const senderNameKeyOptions = computed(() => [
     content: t('INBOX_MGMT.EDIT.SENDER_NAME_SECTION.PROFESSIONAL.SUBTITLE'),
     preview: {
       senderName: '',
-      businessName: 'Chatwoot',
+      businessName: replaceInstallationName('Chatwoot'),
       email: '<support@yourbusiness.com>',
     },
   },
@@ -51,7 +53,7 @@ const isKeyOptionFriendly = key => key === 'friendly';
 const userName = keyOption =>
   isKeyOptionFriendly(keyOption.key)
     ? keyOption.preview.senderName
-    : keyOption.preview.businessName;
+    : props.businessName || keyOption.preview.businessName;
 
 const toggleSenderNameType = key => {
   emit('update', key);

app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/ConfigurationPage.vue

@@ -56,6 +56,7 @@ export default {
     ...mapGetters({
       accountId: 'getCurrentAccountId',
       isFeatureEnabledonAccount: 'accounts/isFeatureEnabledonAccount',
+      isOnChatwootCloud: 'globalConfig/isOnChatwootCloud',
     }),
     isEmbeddedSignupWhatsApp() {
       return this.inbox.provider_config?.source === 'embedded_signup';
@@ -65,7 +66,9 @@ export default {
         this.isEmbeddedSignupWhatsApp &&
         this.isFeatureEnabledonAccount(
           this.accountId,
-          FEATURE_FLAGS.WHATSAPP_RECONFIGURE
+          this.isOnChatwootCloud
+            ? FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW
+            : FEATURE_FLAGS.WHATSAPP_RECONFIGURE
         )
       );
     },

app/javascript/dashboard/store/captain/agentSessions.js

@@ -0,0 +1,62 @@
+import CaptainAgentSessionsAPI from 'dashboard/api/captain/agentSessions';
+import camelcaseKeys from 'camelcase-keys';
+
+const SET_SESSION = 'SET_SESSION';
+const SET_FETCHING = 'SET_FETCHING';
+
+// Session capture runs right after the message is broadcast (and well after,
+// for handoff notes created mid-run), so a 404 on a fresh message may just
+// mean the session isn't written yet. Skip caching those so a later
+// hover/click retries; older misses are permanent (V1 messages, failed runs).
+const RECENT_MESSAGE_WINDOW_SECONDS = 60;
+
+// Caches Captain agent-session metadata per message id. A missing session
+// (404) is cached as null so the UI shows an empty state without refetching.
+export default {
+  namespaced: true,
+  state: {
+    sessions: {},
+    fetchingIds: [],
+  },
+  getters: {
+    getSessionByMessageId: state => messageId => state.sessions[messageId],
+    isFetching: state => messageId => state.fetchingIds.includes(messageId),
+    hasFetched: state => messageId => messageId in state.sessions,
+  },
+  actions: {
+    fetch: async ({ state, commit }, { messageId, createdAt }) => {
+      if (messageId in state.sessions) return;
+      if (state.fetchingIds.includes(messageId)) return;
+
+      commit(SET_FETCHING, { messageId, isFetching: true });
+      try {
+        const { data } = await CaptainAgentSessionsAPI.show(messageId);
+        commit(SET_SESSION, {
+          messageId,
+          session: camelcaseKeys(data, { deep: true }),
+        });
+      } catch (error) {
+        const isRecentMessage =
+          createdAt &&
+          Date.now() / 1000 - createdAt < RECENT_MESSAGE_WINDOW_SECONDS;
+        // Only a 404 means "no session exists"; transient failures (5xx,
+        // network errors) stay uncached so a later hover retries.
+        if (error.response?.status === 404 && !isRecentMessage) {
+          commit(SET_SESSION, { messageId, session: null });
+        }
+      } finally {
+        commit(SET_FETCHING, { messageId, isFetching: false });
+      }
+    },
+  },
+  mutations: {
+    [SET_SESSION](state, { messageId, session }) {
+      state.sessions = { ...state.sessions, [messageId]: session };
+    },
+    [SET_FETCHING](state, { messageId, isFetching }) {
+      state.fetchingIds = isFetching
+        ? [...state.fetchingIds, messageId]
+        : state.fetchingIds.filter(id => id !== messageId);
+    },
+  },
+};

app/javascript/dashboard/store/index.js

@@ -50,6 +50,7 @@ import teamMembers from './modules/teamMembers';
 import teams from './modules/teams';
 import userNotificationSettings from './modules/userNotificationSettings';
 import webhooks from './modules/webhooks';
+import captainAgentSessions from './captain/agentSessions';
 import captainAssistants from './captain/assistant';
 import captainDocuments from './captain/document';
 import captainResponses from './captain/response';
@@ -115,6 +116,7 @@ export default createStore({
     teams,
     userNotificationSettings,
     webhooks,
+    captainAgentSessions,
     captainAssistants,
     captainDocuments,
     captainResponses,

app/javascript/dashboard/store/modules/inboxes.js

@@ -7,6 +7,7 @@ import FBChannel from '../../api/channel/fbChannel';
 import TwilioChannel from '../../api/channel/twilioChannel';
 import WhatsappChannel from '../../api/channel/whatsappChannel';
 import { throwErrorMessage } from '../utils/api';
+import { isSendableTemplate } from '@chatwoot/utils';
 import AnalyticsHelper from '../../helper/AnalyticsHelper';
 import camelcaseKeys from 'camelcase-keys';
 import { ACCOUNT_EVENTS } from '../../helper/AnalyticsHelper/events';
@@ -67,45 +68,8 @@ export const getters = {
       return [];
     }
 
-    return templates.filter(template => {
-      // Ensure template has required properties
-      if (!template || !template.status || !template.components) {
-        return false;
-      }
-
-      // Only show approved templates
-      if (template.status.toLowerCase() !== 'approved') {
-        return false;
-      }
-
-      // Filter out authentication templates
-      if (template.category === 'AUTHENTICATION') {
-        return false;
-      }
-
-      // Filter out CSAT templates (customer_satisfaction_survey and its versions)
-      if (
-        template.name &&
-        template.name.startsWith('customer_satisfaction_survey')
-      ) {
-        return false;
-      }
-
-      // Filter out interactive templates (LIST, PRODUCT, CATALOG), location templates, and call permission templates
-      const hasUnsupportedComponents = template.components.some(
-        component =>
-          ['LIST', 'PRODUCT', 'CATALOG', 'CALL_PERMISSION_REQUEST'].includes(
-            component.type
-          ) ||
-          (component.type === 'HEADER' && component.format === 'LOCATION')
-      );
-
-      if (hasUnsupportedComponents) {
-        return false;
-      }
-
-      return true;
-    });
+    // Sendable-template filtering is shared with the mobile app via @chatwoot/utils.
+    return templates.filter(isSendableTemplate);
   },
   getNewConversationInboxes($state) {
     return $state.records.filter(inbox => {

app/javascript/shared/composables/specs/useBranding.spec.js

@@ -73,13 +73,13 @@ describe('useBranding', () => {
       expect(result).toBe('Welcome to our platform');
     });
 
-    it('should be case-sensitive for "Chatwoot"', () => {
+    it('should replace "Chatwoot" regardless of casing', () => {
       const { replaceInstallationName } = useBranding();
       const result = replaceInstallationName(
-        'Welcome to chatwoot and CHATWOOT'
+        'Welcome to chatwoot, Chatwoot and CHATWOOT'
       );
 
-      expect(result).toBe('Welcome to chatwoot and CHATWOOT');
+      expect(result).toBe('Welcome to MyCompany, MyCompany and MyCompany');
     });
 
     it('should handle special characters in installation name', () => {

app/javascript/shared/composables/useBranding.js

@@ -7,7 +7,8 @@ import { useMapGetter } from 'dashboard/composables/store.js';
 export function useBranding() {
   const globalConfig = useMapGetter('globalConfig/get');
   /**
-   * Replaces "Chatwoot" in text with the installation name from global config
+   * Replaces "Chatwoot" (any casing) in text with the installation name from
+   * global config
    * @param {string} text - The text to process
    * @returns {string} - Text with "Chatwoot" replaced by installation name
    */
@@ -17,7 +18,7 @@ export function useBranding() {
     const installationName = globalConfig.value?.installationName;
     if (!installationName) return text;
 
-    return text.replace(/Chatwoot/g, installationName);
+    return text.replace(/chatwoot/gi, installationName);
   };
 
   return {

app/services/whatsapp/incoming_message_base_service.rb

@@ -113,12 +113,14 @@ class Whatsapp::IncomingMessageBaseService
   end
 
   def set_conversation
+    # Scope reuse to the contact across all its contact_inboxes in this inbox: WhatsApp coexistence
+    # gives one contact multiple source_ids (phone + BSUID), so reopen must not be limited to a single contact_inbox.
+    conversations = @contact.conversations.where(inbox_id: @inbox.id)
     # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
     @conversation = if @inbox.lock_to_single_conversation
-                      @contact_inbox.conversations.last
+                      conversations.last
                     else
-                      @contact_inbox.conversations
-                                    .where.not(status: :resolved).last
+                      conversations.where.not(status: :resolved).last
                     end
     return if @conversation
 

config/features.yml

@@ -265,6 +265,6 @@
   enabled: false
   column: feature_flags_ext_1
 - name: whatsapp_embedded_signup_inbox_creation
-  display_name: WhatsApp Embedded Signup Inbox Creation
+  display_name: WhatsApp Embedded Signup Flow
   enabled: false
   column: feature_flags_ext_1

config/initializers/rack_attack.rb

@@ -31,10 +31,11 @@ class Rack::Attack
       (default_allowed_ips + env_allowed_ips).include?(remote_ip)
     end
 
-    # Rails would allow requests to paths with extensions, so lets compare against the path with extension stripped
-    # example /auth & /auth.json would both work
+    # Rails allows paths with extensions and trailing slashes, so compare against a normalized path.
+    # For example, /auth, /auth.json, and /auth/ should all use the same throttle.
     def path_without_extensions
-      path[/^[^.]+/]
+      normalized_path = path[/^[^.]+/]
+      normalized_path == '/' ? normalized_path : normalized_path.sub(%r{/+\z}, '')
     end
   end
 
@@ -188,6 +189,11 @@ class Rack::Attack
     throttle('widget?website_token={website_token}&cw_conversation={x-auth-token}', limit: 5, period: 1.hour) do |req|
       req.ip if req.path_without_extensions == '/widget' && ActionDispatch::Request.new(req.env).params['cw_conversation'].blank?
     end
+
+    ## Prevent Transcript Bombing on Widget API ###
+    throttle('api/v1/widget/conversations/transcript', limit: 5, period: 1.hour) do |req|
+      req.ip if req.path_without_extensions == '/api/v1/widget/conversations/transcript' && req.post?
+    end
   end
 
   ##-----------------------------------------------##
@@ -212,6 +218,24 @@ class Rack::Attack
     match_data[:account_id] if match_data.present?
   end
 
+  ## Prevent abuse of agent create APIs (per account, covers bulk_create)
+  throttle('/api/v1/accounts/:account_id/agents POST',
+           limit: ENV.fetch('RATE_LIMIT_AGENT_CREATE', '100').to_i, period: 1.day) do |req|
+    next unless req.post?
+
+    match_data = %r{\A/api/v1/accounts/(?<account_id>\d+)/agents(?:/bulk_create)?/?\z}.match(req.path_without_extensions)
+    match_data[:account_id] if match_data.present?
+  end
+
+  ## Prevent abuse of agent delete API (per account)
+  throttle('/api/v1/accounts/:account_id/agents/:id DELETE',
+           limit: ENV.fetch('RATE_LIMIT_AGENT_DELETE', '50').to_i, period: 1.day) do |req|
+    next unless req.delete?
+
+    match_data = %r{\A/api/v1/accounts/(?<account_id>\d+)/agents/(?<id>\d+)/?\z}.match(req.path_without_extensions)
+    match_data[:account_id] if match_data.present?
+  end
+
   ## Prevent Abuse of attachment upload APIs ##
   throttle('/api/v1/accounts/:account_id/upload', limit: 60, period: 1.hour) do |req|
     match_data = %r{/api/v1/accounts/(?<account_id>\d+)/upload}.match(req.path)

config/routes.rb

@@ -76,6 +76,7 @@ Rails.application.routes.draw do
               resources :inboxes, only: [:index, :create, :destroy], param: :inbox_id
               resources :scenarios
             end
+            resources :agent_sessions, only: [:show]
             resources :assistant_responses
             resources :message_reports, only: [:create]
             resources :bulk_actions, only: [:create]

enterprise/app/controllers/api/v1/accounts/captain/agent_sessions_controller.rb

@@ -0,0 +1,25 @@
+class Api::V1::Accounts::Captain::AgentSessionsController < Api::V1::Accounts::BaseController
+  before_action :set_message
+  before_action :authorize_conversation
+
+  def show
+    @agent_session = Current.account.captain_agent_sessions.find_by(result_type: 'Message', result_id: @message.id)
+    return head :not_found if @agent_session.blank?
+
+    @citations = Current.account.captain_assistant_responses
+                        .where(id: @agent_session.faq_ids)
+                        .includes(:documentable)
+    @scenario_titles = Captain::Scenario.where(account_id: Current.account.id, id: @agent_session.scenario_ids)
+                                        .pluck(:id, :title).to_h
+  end
+
+  private
+
+  def set_message
+    @message = Current.account.messages.find(params[:id])
+  end
+
+  def authorize_conversation
+    authorize @message.conversation, :show?
+  end
+end

enterprise/app/controllers/api/v1/accounts/captain/assistant_responses_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::AssistantResponsesController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
   before_action :set_current_page, only: [:index]

enterprise/app/controllers/api/v1/accounts/captain/assistants_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
   before_action :set_assistant, only: [:show, :update, :destroy, :playground, :stats, :summary, :drilldown]
@@ -48,7 +47,8 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
   end
 
   def summary
-    result = cached_or_generated_summary(Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]))
+    window = Captain::AssistantStatsWindow.new(params[:range], params[:timezone_offset])
+    result = cached_or_generated_summary(window, summary_stats)
 
     if result[:error]
       render json: { error: result[:error] }, status: :unprocessable_content
@@ -69,8 +69,8 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
     params.permit(:metric, :range, :timezone_offset, :page, :per_page)
   end
 
-  def cached_or_generated_summary(builder)
-    cache_key = summary_cache_key(builder.range)
+  def cached_or_generated_summary(window, stats)
+    cache_key = summary_cache_key(window.range)
     cached = Rails.cache.read(cache_key)
     return cached if cached
 
@@ -78,14 +78,25 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
       account: Current.account,
       assistant: @assistant,
       first_name: Current.user.name.to_s.split.first,
-      stats: builder.metrics,
-      period: builder.period
+      stats: stats,
+      period: window.period
     ).perform
     # Don't cache transient LLM/config failures, otherwise every reload returns 422 for the next hour.
     Rails.cache.write(cache_key, result, expires_in: 1.hour) unless result[:error]
     result
   end
 
+  def summary_stats
+    params.require(:stats).permit(
+      conversations_handled: %i[current],
+      hours_saved: %i[current],
+      auto_resolution_rate: %i[current trend],
+      handoff_rate: %i[current trend],
+      reopen_rate: %i[current trend],
+      knowledge: %i[coverage approved documents]
+    ).to_h.deep_symbolize_keys
+  end
+
   def summary_cache_key(range)
     "captain_overview_summary/#{@assistant.id}/#{Current.user.id}/#{range}/#{Date.current}"
   end

enterprise/app/controllers/api/v1/accounts/captain/bulk_actions_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::BulkActionsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
   before_action :validate_params
   before_action :type_matches?

enterprise/app/controllers/api/v1/accounts/captain/custom_tools_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::CustomToolsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :ensure_custom_tools_enabled
   before_action -> { check_authorization(Captain::CustomTool) }
   before_action :set_custom_tool, only: [:show, :update, :destroy]

enterprise/app/controllers/api/v1/accounts/captain/documents_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::DocumentsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
   before_action :set_current_page, only: [:index]

enterprise/app/controllers/api/v1/accounts/captain/inboxes_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::InboxesController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
   before_action :set_assistant

enterprise/app/controllers/api/v1/accounts/captain/scenarios_controller.rb

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::ScenariosController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action -> { check_authorization(Captain::Scenario) }
   before_action :set_assistant
   before_action :set_scenario, only: [:show, :update, :destroy]

enterprise/app/controllers/api/v1/accounts/whatsapp_calls_controller.rb

@@ -1,8 +1,6 @@
 class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseController
-  PERMISSION_REQUEST_THROTTLE = 5.minutes
-
   before_action :set_call, only: %i[show accept reject terminate upload_recording]
-  before_action :set_conversation, only: :initiate
+  before_action :set_call_context, only: :initiate
   before_action :ensure_calling_enabled, only: :initiate
   before_action :ensure_sdp_offer, only: :initiate
   before_action :ensure_contact_phone, only: :initiate
@@ -53,7 +51,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def provider_service
-    @provider_service ||= @conversation.inbox.channel.provider_service
+    @provider_service ||= @inbox.channel.provider_service
   end
 
   def set_call
@@ -61,13 +59,38 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
     authorize @call.conversation, :show?
   end
 
-  def set_conversation
+  def set_call_context
+    params[:conversation_id].present? ? set_context_from_conversation : set_context_from_contact
+  end
+
+  def set_context_from_conversation
     @conversation = Current.account.conversations.find_by!(display_id: params[:conversation_id])
     authorize @conversation, :show?
+    @inbox = @conversation.inbox
+    @contact = @conversation.contact
+  end
+
+  def set_context_from_contact
+    @inbox = Current.account.inboxes.find(params[:inbox_id])
+    authorize @inbox, :show?
+    @contact = Current.account.contacts.find(params[:contact_id])
+    @conversation = conversation_builder.existing_conversation
+    # Authorize the thread the call will land in — after the dial is too late to refuse a ringing call.
+    authorize(@conversation || conversation_builder.new_conversation, :show?)
+  end
+
+  def conversation_builder
+    @conversation_builder ||= Whatsapp::CallConversationBuilder.new(inbox: @inbox, contact: @contact, user: Current.user)
+  end
+
+  # Created only after the dial succeeds, so a failed call leaves no empty thread and there is nothing to
+  # roll back. Re-authorized because a concurrent caller may have created the thread we get back.
+  def open_conversation!
+    (@conversation || conversation_builder.perform!).tap { |conversation| authorize conversation, :show? }
   end
 
   def ensure_calling_enabled
-    channel = @conversation.inbox.channel
+    channel = @inbox.channel
     return if channel.is_a?(Channel::Whatsapp) && channel.voice_enabled?
 
     render_could_not_create_error(I18n.t('errors.whatsapp.calls.not_enabled'))
@@ -80,7 +103,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def ensure_contact_phone
-    return if @conversation.contact&.phone_number.present?
+    return if @contact.phone_number.present?
 
     render_could_not_create_error(I18n.t('errors.whatsapp.calls.contact_phone_required'))
   end
@@ -105,92 +128,45 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def create_outbound_call
-    contact_phone = @conversation.contact.phone_number.delete('+')
-    # Claim for the caller only if unassigned at trigger time (before the round-trip); wins over auto-assignment.
-    claim_for_caller = @conversation.assignee_id.nil?
+    # A reused thread unassigned at click time is claimed for the caller (wins over auto-assignment); a
+    # fresh thread (@conversation nil until the dial succeeds) is created already assigned to the caller.
+    claim_for_caller = @conversation.present? && @conversation.assignee_id.nil?
 
-    result = provider_service.initiate_call(contact_phone, params[:sdp_offer])
+    result = provider_service.initiate_call(@contact.phone_number.delete('+'), params[:sdp_offer])
     provider_call_id = result.dig('calls', 0, 'id') || result['call_id']
 
+    @conversation = open_conversation!
     @conversation.with_lock { @conversation.update!(assignee: Current.user) } if claim_for_caller
 
+    create_call_record(provider_call_id)
+  end
+
+  def create_call_record(provider_call_id)
+    existing = Current.account.calls.whatsapp.find_by(provider_call_id: provider_call_id)
+    return existing if existing
+
     Current.account.calls.create!(
       provider: :whatsapp, inbox: @conversation.inbox, conversation: @conversation, contact: @conversation.contact,
       provider_call_id: provider_call_id, direction: :outgoing, status: 'ringing',
       accepted_by_agent_id: Current.user.id,
       meta: { 'sdp_offer' => params[:sdp_offer], 'ice_servers' => Call.default_ice_servers }
     )
+  rescue ActiveRecord::RecordNotUnique
+    # A webhook inserted the row between the find_by above and this create; reconcile to it.
+    Current.account.calls.whatsapp.find_by!(provider_call_id: provider_call_id)
   end
 
-  # Meta error 138006 means the contact hasn't opted in yet; send the opt-in
-  # template (throttled, behind a conversation lock to prevent double-send).
   def render_permission_request
-    status = nil
-    @conversation.with_lock do
-      if permission_request_throttled?
-        status = 'permission_pending'
-        next
-      end
-
-      sent = send_permission_request_safely
-      if sent
-        record_permission_request_wamid(sent)
-        emit_permission_requested_activity
-        status = 'permission_requested'
-      else
-        status = 'failed'
-      end
-    end
+    # Raised mid-dial, so a fresh contact has no thread yet — open one for the opt-in template to land in.
+    @conversation = open_conversation!
+    status = Whatsapp::CallPermissionRequestService.new(conversation: @conversation).perform
 
     return render_could_not_create_error(I18n.t('errors.whatsapp.calls.permission_request_failed')) if status == 'failed'
 
     # 422 (not 200) so any client treating 2xx as "call placed" can't mistake
     # the permission-template path for a successful dial. The FE composable
     # detects this status and surfaces the banner instead of throwing.
-    render json: { status: status }, status: :unprocessable_entity
-  end
-
-  def permission_request_throttled?
-    last_requested = @conversation.additional_attributes&.dig('call_permission_requested_at')
-    last_requested.present? && Time.zone.parse(last_requested) > PERMISSION_REQUEST_THROTTLE.ago
-  end
-
-  # Treat transport errors as a falsy return so we render 422 rather than 500.
-  def send_permission_request_safely
-    provider_service.send_call_permission_request(
-      @conversation.contact.phone_number.delete('+'),
-      *permission_request_body_args
-    )
-  rescue StandardError => e
-    Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
-    nil
-  end
-
-  # Pass the inbox-level override only when present so the provider falls back
-  # to the i18n default for inboxes that haven't customized the prompt.
-  def permission_request_body_args
-    custom_body = @conversation.inbox.channel.provider_config&.dig('call_permission_request_body').presence
-    custom_body ? [custom_body] : []
-  end
-
-  def emit_permission_requested_activity
-    content = I18n.t(
-      'conversations.activity.whatsapp_call.permission_requested',
-      contact_name: @conversation.contact.name
-    )
-    ::Conversations::ActivityMessageJob.perform_later(
-      @conversation,
-      { account_id: @conversation.account_id, inbox_id: @conversation.inbox_id, message_type: :activity, content: content }
-    )
-  end
-
-  # Stash the outbound wamid so the reply webhook can match context.id back here.
-  def record_permission_request_wamid(sent)
-    attrs = (@conversation.additional_attributes || {}).merge(
-      'call_permission_requested_at' => Time.current.iso8601,
-      'call_permission_request_message_id' => sent.dig('messages', 0, 'id')
-    )
-    @conversation.update!(additional_attributes: attrs)
+    render json: { status: status, conversation_id: @conversation.display_id }, status: :unprocessable_entity
   end
 
   def render_call_error(error)

enterprise/app/controllers/twilio/voice_controller.rb

@@ -107,8 +107,8 @@ class Twilio::VoiceController < ApplicationController
     when 'inbound'
       Voice::InboundCallBuilder.perform!(
         inbox: inbox,
-        from_number: twilio_from,
-        call_sid: twilio_call_sid
+        call_sid: twilio_call_sid,
+        caller: { source_ids: [twilio_from], contact_attributes: { name: twilio_from, phone_number: twilio_from } }
       )
     when 'outbound-api', 'outbound-dial'
       sync_outbound_leg(call_sid: twilio_call_sid, direction: twilio_direction)

enterprise/app/services/captain/assistant/session_capture_service.rb

@@ -22,13 +22,12 @@ class Captain::Assistant::SessionCaptureService
 
   def capture!
     model = @assistant.agent_model
-    metadata = context.dig(:state, :cw_metadata) || {}
 
     Captain::AgentSession.create!(
       assistant: @assistant,
       session_type: :assistant,
       subject: @conversation,
-      result: @result_message,
+      result: result_message,
       llm_model: "#{Llm::Models.provider_for(model)}-#{model}",
       credits_consumed: @credits_consumed,
       faq_ids: metadata[:faq_ids] || [],
@@ -44,6 +43,23 @@ class Captain::Assistant::SessionCaptureService
     @run_result.context || {}
   end
 
+  def metadata
+    @metadata ||= context.dig(:state, :cw_metadata) || {}
+  end
+
+  # On handoff, HandoffTool records the private reason note it created; the session
+  # attaches there so agents can inspect the generation path on the note itself.
+  def result_message
+    handoff_note || @result_message
+  end
+
+  def handoff_note
+    note_id = metadata[:handoff_note_id]
+    return if note_id.blank?
+
+    @conversation.messages.find_by(id: note_id)
+  end
+
   def scenario_ids
     ids = current_turn_history.filter_map do |message|
       next unless message[:role].to_s == 'assistant'
@@ -59,6 +75,11 @@ class Captain::Assistant::SessionCaptureService
   def current_turn_history
     history = Array(context[:conversation_history])
     last_user_index = history.rindex { |message| message[:role].to_s == 'user' }
-    last_user_index ? history[last_user_index..] : history
+    current_turn = last_user_index ? history[last_user_index..] : history
+
+    current_turn.map do |message|
+      content = message[:content]
+      content.is_a?(RubyLLM::Content) ? message.merge(content: content.to_h) : message
+    end
   end
 end

enterprise/app/services/voice/inbound_call_builder.rb

@@ -1,17 +1,19 @@
 class Voice::InboundCallBuilder
-  attr_reader :inbox, :from_number, :call_sid, :provider, :extra_meta
+  attr_reader :inbox, :call_sid, :provider, :extra_meta, :source_ids, :contact_attributes
 
-  def self.perform!(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
-    new(inbox: inbox, from_number: from_number, call_sid: call_sid,
-        provider: provider, extra_meta: extra_meta).perform!
+  # `caller` carries the contact identity: { source_ids:, contact_attributes: }. Twilio passes
+  # its single +phone source_id; WhatsApp passes the message-path phone/user_id/parent_user_id set.
+  def self.perform!(inbox:, call_sid:, caller:, provider: :twilio, extra_meta: {})
+    new(inbox: inbox, call_sid: call_sid, caller: caller, provider: provider, extra_meta: extra_meta).perform!
   end
 
-  def initialize(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
+  def initialize(inbox:, call_sid:, caller:, provider: :twilio, extra_meta: {})
     @inbox = inbox
-    @from_number = from_number
     @call_sid = call_sid
     @provider = provider.to_sym
     @extra_meta = extra_meta || {}
+    @source_ids = Array(caller[:source_ids]).compact_blank
+    @contact_attributes = caller[:contact_attributes] || {}
   end
 
   def perform!
@@ -43,46 +45,17 @@ class Voice::InboundCallBuilder
         .find_by(provider: provider, provider_call_id: call_sid)
   end
 
-  # Always look up by (inbox, source_id) first — that pair has a UNIQUE index, so
-  # creating with a colliding source_id under a different contact would raise
-  # RecordNotUnique. Reuse the existing ContactInbox (and its contact) when found.
-  # A concurrent message webhook for the same wa_id can win the (inbox_id, source_id)
-  # race; rescue and re-find so the call path doesn't drop the connect.
+  # Resolve the contact/ContactInbox the same way inbound messages do — match across every
+  # candidate source_id (phone + BSUID aliases) so a call reuses the existing thread, creating
+  # one keyed on the first (phone, else BSUID) only when none exists. Shared with messaging via
+  # ContactInboxSourceIdResolver, which also rescues the concurrent-webhook create race.
   def ensure_contact_inbox!
-    sid = source_id_for_provider
-    existing = inbox.contact_inboxes.find_by(source_id: sid)
-    return existing if existing
-
-    ContactInbox.create!(contact: ensure_contact!, inbox: inbox, source_id: sid)
-  rescue ActiveRecord::RecordNotUnique
-    inbox.contact_inboxes.find_by!(source_id: sid)
+    ContactInboxSourceIdResolver.new(
+      inbox: inbox, source_ids: source_ids, contact_attributes: contact_attributes
+    ).perform
   end
 
-  def ensure_contact!
-    contact = account.contacts.find_or_create_by!(phone_number: from_number) do |record|
-      record.name = contact_name.presence || from_number
-    end
-    contact.update!(name: contact_name) if contact_name.present? && contact.name == from_number
-    contact
-  end
-
-  # WhatsApp inbound calls carry the caller's profile name in extra_meta; Twilio
-  # calls don't, so contact naming falls back to the phone number.
-  def contact_name
-    extra_meta['contact_name'].presence
-  end
-
-  # WhatsApp ContactInbox.source_id must be digits-only (the wa_id); Twilio accepts the +.
-  # Run BR/AR-style wa_id normalization (same path messaging uses) so an inbound call
-  # finds the existing ContactInbox instead of forking a new contact/conversation.
-  def source_id_for_provider
-    return from_number unless provider == :whatsapp
-
-    digits = from_number.to_s.delete_prefix('+')
-    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider(digits, :cloud)
-  end
-
-  # Mirror incoming-message routing: reuse the open conversation (or the last one when locked), else create new.
+  # Mirror Whatsapp::IncomingMessageBaseService#set_conversation: reuse this row's open conversation (or last when locked), else create.
   def resolve_conversation!(contact, contact_inbox)
     reusable = if inbox.lock_to_single_conversation
                  contact_inbox.conversations.last

enterprise/app/services/whatsapp/call_conversation_builder.rb

@@ -0,0 +1,32 @@
+class Whatsapp::CallConversationBuilder
+  pattr_initialize [:inbox!, :contact!, :user!]
+
+  # Mirrors the continuity rule in Whatsapp::IncomingMessageBaseService#set_conversation.
+  # Locked inboxes hold a contact to one thread, so the caller is refused rather than given a second one.
+  def existing_conversation
+    return contact_conversations.first if inbox.lock_to_single_conversation
+
+    # Only threads the caller can open, else a newest-but-hidden thread would block the call.
+    Conversations::PermissionFilterService.new(
+      contact_conversations.where.not(status: :resolved), user, inbox.account
+    ).perform.first
+  end
+
+  def contact_conversations
+    inbox.conversations.where(contact_id: contact.id).order(last_activity_at: :desc)
+  end
+
+  # Unsaved, so callers can authorize the thread a call would open before dialing.
+  def new_conversation
+    inbox.account.conversations.new(inbox: inbox, contact: contact, assignee_id: user.id, status: :open)
+  end
+
+  # Locked so two agents calling the same fresh contact can't open two threads.
+  def perform!
+    contact_inbox = ContactInboxBuilder.new(contact: contact, inbox: inbox).perform
+
+    contact_inbox.with_lock do
+      existing_conversation || new_conversation.tap { |conversation| conversation.update!(contact_inbox: contact_inbox) }
+    end
+  end
+end

enterprise/app/services/whatsapp/call_permission_request_service.rb

@@ -0,0 +1,63 @@
+# Meta error 138006 means the contact hasn't opted in to calls yet; send the opt-in template.
+class Whatsapp::CallPermissionRequestService
+  THROTTLE = 5.minutes
+
+  pattr_initialize [:conversation!]
+
+  # Locked so two agents calling the same contact can't both send the template.
+  def perform
+    conversation.with_lock do
+      next 'permission_pending' if throttled?
+
+      sent = send_request_safely
+      next 'failed' if sent.blank?
+
+      record_wamid(sent)
+      emit_activity
+      'permission_requested'
+    end
+  end
+
+  private
+
+  def throttled?
+    last_requested = conversation.additional_attributes&.dig('call_permission_requested_at')
+    last_requested.present? && Time.zone.parse(last_requested) > THROTTLE.ago
+  end
+
+  # Treat transport errors as a falsy return so the caller renders 422 rather than 500.
+  def send_request_safely
+    provider_service.send_call_permission_request(conversation.contact.phone_number.delete('+'), *body_args)
+  rescue StandardError => e
+    Rails.logger.warn "[WHATSAPP CALL] permission_request failed: #{e.class} #{e.message}"
+    nil
+  end
+
+  # Pass the inbox-level override only when present so the provider falls back
+  # to the i18n default for inboxes that haven't customized the prompt.
+  def body_args
+    custom_body = conversation.inbox.channel.provider_config&.dig('call_permission_request_body').presence
+    custom_body ? [custom_body] : []
+  end
+
+  def emit_activity
+    content = I18n.t('conversations.activity.whatsapp_call.permission_requested', contact_name: conversation.contact.name)
+    ::Conversations::ActivityMessageJob.perform_later(
+      conversation,
+      { account_id: conversation.account_id, inbox_id: conversation.inbox_id, message_type: :activity, content: content }
+    )
+  end
+
+  # Stash the outbound wamid so the reply webhook can match context.id back here.
+  def record_wamid(sent)
+    attrs = (conversation.additional_attributes || {}).merge(
+      'call_permission_requested_at' => Time.current.iso8601,
+      'call_permission_request_message_id' => sent.dig('messages', 0, 'id')
+    )
+    conversation.update!(additional_attributes: attrs)
+  end
+
+  def provider_service
+    @provider_service ||= conversation.inbox.channel.provider_service
+  end
+end

enterprise/app/services/whatsapp/inbound_call_identity_builder.rb

@@ -0,0 +1,48 @@
+class Whatsapp::InboundCallIdentityBuilder
+  pattr_initialize [:inbox!, :params!]
+
+  # Build the message path's source_id set (phone wa_id -> user_id -> parent_user_id) plus
+  # contact attributes, so the resolver lands a call on the same ContactInbox a message would.
+  # BSUIDs ride in from_user_id/from_parent_user_id (or the contact's user_id/parent_user_id),
+  # never in `from` (the phone wa_id).
+  def perform(payload)
+    contact = caller_contact(payload)
+    phone = contact[:wa_id].presence || payload[:from].presence
+    source_ids = [
+      phone_source_id(phone),
+      payload[:from_user_id].presence || contact[:user_id].presence,
+      payload[:from_parent_user_id].presence || contact[:parent_user_id].presence
+    ].compact_blank.uniq
+    { source_ids: source_ids, contact_attributes: contact_attributes(contact, phone, source_ids.first) }
+  end
+
+  private
+
+  # Normalize the wa_id the same way messaging does so a call matches its stored source_id.
+  def phone_source_id(phone)
+    return unless phone.to_s.match?(/\A\d{1,15}\z/)
+
+    Whatsapp::PhoneNumberNormalizationService.new(inbox).normalize_and_find_contact_by_provider(phone.to_s, :cloud)
+  end
+
+  def contact_attributes(contact, phone, source_identifier)
+    name = contact.dig(:profile, :name).presence || source_identifier
+    return { name: name } unless phone.to_s.match?(/\A\d{1,15}\z/)
+
+    formatted = "+#{phone}"
+    { name: name == phone ? formatted : name, phone_number: formatted }
+  end
+
+  # Match the contacts entry to THIS caller so batched payloads don't borrow another's identity.
+  def caller_contact(payload)
+    Array(params[:contacts]).map(&:with_indifferent_access).find do |c|
+      identifier_match?(c[:wa_id], payload[:from]) ||
+        identifier_match?(c[:user_id], payload[:from_user_id]) ||
+        identifier_match?(c[:parent_user_id], payload[:from_parent_user_id])
+    end || {}.with_indifferent_access
+  end
+
+  def identifier_match?(left, right)
+    left.present? && right.present? && left.to_s == right.to_s
+  end
+end

enterprise/app/services/whatsapp/incoming_call_service.rb

@@ -95,28 +95,21 @@ class Whatsapp::IncomingCallService
   # commit) already terminal, never `ringing` — agents aren't rung for a dead call.
   def build_inbound_call(payload, sdp_offer)
     ActiveRecord::Base.transaction do
-      call = Voice::InboundCallBuilder.perform!(inbox: inbox, from_number: "+#{payload[:from]}", call_sid: payload[:id],
-                                                provider: :whatsapp, extra_meta: inbound_extra_meta(payload, sdp_offer))
+      identity = Whatsapp::InboundCallIdentityBuilder.new(inbox: inbox, params: params).perform(payload)
+      extra_meta = { 'sdp_offer' => sdp_offer, 'ice_servers' => Call.default_ice_servers }
+      call = Voice::InboundCallBuilder.perform!(inbox: inbox, call_sid: payload[:id],
+                                                provider: :whatsapp, extra_meta: extra_meta, caller: identity)
+      sync_caller_identifiers(call, identity)
       tombstone = consume_terminate_tombstone(payload[:id])
       finalize_terminate(call, tombstone['duration'], tombstone['terminate_reason']) if tombstone
       call
     end
   end
 
-  def inbound_extra_meta(payload, sdp_offer)
-    extra_meta = { 'sdp_offer' => sdp_offer, 'ice_servers' => Call.default_ice_servers }
-    name = caller_profile_name(payload)
-    extra_meta['contact_name'] = name if name.present?
-    extra_meta
-  end
-
-  # Match strictly on wa_id (== calls[].from): in a batched payload missing this
-  # call's contact entry, borrowing another caller's name would corrupt this
-  # contact, so fall back to the phone number (nil here) instead of contacts.first.
-  def caller_profile_name(payload)
-    contacts = Array(params[:contacts]).map(&:with_indifferent_access)
-    match = contacts.find { |c| c[:wa_id].to_s == payload[:from].to_s }
-    match&.dig(:profile, :name).presence
+  # Backfill every caller alias (the builder only stores the first) so a later event keyed on any one lands on this thread.
+  def sync_caller_identifiers(call, identity)
+    Whatsapp::IdentifierSyncService.new(contact_inbox: call.conversation.contact_inbox, contact: call.contact)
+                                   .perform(source_ids: identity[:source_ids], phone_number: identity.dig(:contact_attributes, :phone_number))
   end
 
   # `connect` is the WebRTC tunnel-ready signal, not the pickup signal. Apply

enterprise/app/views/api/v1/accounts/captain/agent_sessions/show.json.jbuilder

@@ -0,0 +1,18 @@
+json.id @agent_session.id
+json.message_id @agent_session.result_id
+json.llm_model @agent_session.llm_model
+json.credits_consumed @agent_session.credits_consumed
+json.run_context @agent_session.run_context.is_a?(Array) ? @agent_session.run_context : []
+json.citations @citations do |citation|
+  json.id citation.id
+  json.title citation.question
+  # display_url resolves uploaded PDFs to their blob URL; external_link holds a
+  # "PDF: ..." placeholder for those. Guard on scheme so placeholders render as
+  # plain text instead of dead anchors.
+  link = citation.documentable.is_a?(Captain::Document) ? citation.documentable.display_url : nil
+  json.link link&.match?(%r{\Ahttps?://}) ? link : nil
+end
+json.scenarios @scenario_titles do |id, title|
+  json.id id
+  json.title title
+end

enterprise/app/views/api/v1/accounts/whatsapp_calls/initiate.json.jbuilder

@@ -2,4 +2,5 @@ json.status 'calling'
 json.call_id @call.provider_call_id
 json.id @call.id
 json.message_id @message.id
+json.conversation_id @conversation.display_id
 json.provider 'whatsapp'

enterprise/lib/captain/tools/handoff_tool.rb

@@ -13,7 +13,7 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
                    })
 
     # Use existing handoff mechanism from ResponseBuilderJob
-    trigger_handoff(conversation, reason)
+    trigger_handoff(tool_context, conversation, reason)
 
     "Conversation handed off to human support team#{" (Reason: #{reason})" if reason}"
   rescue StandardError => e
@@ -23,9 +23,9 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
 
   private
 
-  def trigger_handoff(conversation, reason)
+  def trigger_handoff(tool_context, conversation, reason)
     # post the reason as a private note
-    conversation.messages.create!(
+    note = conversation.messages.create!(
       message_type: :outgoing,
       private: true,
       sender: @assistant,
@@ -34,6 +34,15 @@ class Captain::Tools::HandoffTool < Captain::Tools::BasePublicTool
       content: reason
     )
 
+    # Session capture attributes the run to this note so agents can inspect the
+    # generation path on the handoff reason instead of the canned follow-up message.
+    # A reason-less note has no content and never renders in the dashboard, so
+    # leave it unrecorded and let capture fall back to the follow-up message.
+    if reason.present?
+      metadata = tool_context.state[:cw_metadata] ||= {}
+      metadata[:handoff_note_id] = note.id
+    end
+
     # Trigger the bot handoff (sets status to open + dispatches events)
     conversation.bot_handoff!
 

lib/captain/overview_summary_service.rb

@@ -32,6 +32,7 @@ class Captain::OverviewSummaryService < Captain::BaseTaskService
     {
       'first_name' => first_name.to_s,
       'assistant_name' => assistant.name.to_s,
+      'language' => account.locale_english_name,
       'conversations_handled' => current(:conversations_handled),
       'hours_saved' => current(:hours_saved),
       'auto_resolution_rate' => current(:auto_resolution_rate),

lib/integrations/openai/openai_prompts/captain_overview_summary.liquid

@@ -1,7 +1,8 @@
 You are writing a short, warm summary of how an AI support assistant named "{{ assistant_name }}" performed over a reporting period, for {{ first_name }}, the person who manages it.
 
 Voice and format:
-- Address {{ first_name }} directly and open with "Hey {{ first_name }},". Be conversational, never robotic.
+- Write the entire summary in {{ language }}.
+- Address {{ first_name }} directly and open with a short casual greeting to {{ first_name }} in {{ language }}, the natural equivalent of "Hey {{ first_name }},". Never leave the greeting in English when {{ language }} is not English. Be conversational, never robotic.
 - Always call the assistant by its name, {{ assistant_name }}. Never call it "Captain", "the assistant", or "your assistant".
 - This is a static, read-only poster on an analytics dashboard, not a chat. The reader cannot reply or ask you for anything. Never ask a question, invite a reply, offer further help, or say things like "let me know" or "I can dive in".
 - Write 2 to 4 sentences in one short paragraph. Add a second short paragraph only for a genuinely useful heads-up.

package.json

@@ -35,7 +35,7 @@
     "@breezystack/lamejs": "^1.2.7",
     "@chatwoot/ninja-keys": "1.2.3",
     "@chatwoot/prosemirror-schema": "1.3.22",
-    "@chatwoot/utils": "^0.0.55",
+    "@chatwoot/utils": "^0.0.56",
     "@formkit/core": "^1.7.2",
     "@formkit/vue": "^1.7.2",
     "@hcaptcha/vue3-hcaptcha": "^1.3.0",

pnpm-lock.yaml

@@ -28,8 +28,8 @@ importers:
         specifier: 1.3.22
         version: 1.3.22
       '@chatwoot/utils':
-        specifier: ^0.0.55
-        version: 0.0.55
+        specifier: ^0.0.56
+        version: 0.0.56
       '@formkit/core':
         specifier: ^1.7.2
         version: 1.7.2
@@ -464,8 +464,8 @@ packages:
   '@chatwoot/prosemirror-schema@1.3.22':
     resolution: {integrity: sha512-0r+PT8xhQLCKCpoV9k9XVTTRECs/0Nr37wbcLsRS7yvc7WkF9FY05z2hGCRJReWmTOcmmshHtb042LVP+MyB/w==}
 
-  '@chatwoot/utils@0.0.55':
-    resolution: {integrity: sha512-8G6HYQe1ZEYfJEsSYfDVvE+uhf98JDRjtGlpB+bzMko+yltbrk4yACSo/ImC3jSaJ6K8yPTSjJToSRmsQbL2iQ==}
+  '@chatwoot/utils@0.0.56':
+    resolution: {integrity: sha512-A6dmPLfTSrW4qYNY73btyi4PqpfzcXRSaucscZTQdzNqF6G/QUdgnBmHtho8HeiYby/kSHXaSxLJj+0dx3yEQQ==}
     engines: {node: '>=10'}
 
   '@codemirror/commands@6.7.0':
@@ -5154,7 +5154,7 @@ snapshots:
       prosemirror-utils: 1.2.2(prosemirror-model@1.22.3)(prosemirror-state@1.4.3)
       prosemirror-view: 1.34.1
 
-  '@chatwoot/utils@0.0.55':
+  '@chatwoot/utils@0.0.56':
     dependencies:
       date-fns: 2.30.0
 

spec/controllers/api/v1/accounts/agent_bots_controller_spec.rb

@@ -64,6 +64,14 @@ RSpec.describe 'Agent Bot API', type: :request do
         expect(response).to have_http_status(:success)
         expect(response.body).to include(agent_bot.access_token.token)
       end
+
+      it 'supports API token authentication' do
+        get "/api/v1/accounts/#{account.id}/agent_bots",
+            headers: { api_access_token: admin.access_token.token },
+            as: :json
+
+        expect(response).to have_http_status(:success)
+      end
     end
   end
 

spec/enterprise/controllers/api/v1/accounts/captain/agent_sessions_controller_spec.rb

@@ -0,0 +1,120 @@
+require 'rails_helper'
+
+RSpec.describe 'Api::V1::Accounts::Captain::AgentSessions', type: :request do
+  let(:account) { create(:account) }
+  let(:agent) { create(:user, account: account, role: :agent) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:conversation) { create(:conversation, account: account, inbox: inbox) }
+  let(:assistant) { create(:captain_assistant, account: account) }
+  let(:message) do
+    create(:message, account: account, conversation: conversation, message_type: :outgoing, sender: assistant)
+  end
+
+  before { create(:inbox_member, user: agent, inbox: inbox) }
+
+  def json_response
+    JSON.parse(response.body, symbolize_names: true)
+  end
+
+  describe 'GET /api/v1/accounts/:account_id/captain/agent_sessions/:id' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}", as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when the message has an agent session' do
+      let(:document) { create(:captain_document, account: account, assistant: assistant) }
+      let(:documented_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant,
+                                            question: 'How do I reset my password?', documentable: document)
+      end
+      let(:plain_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant, question: 'How do I change my email?')
+      end
+      let(:pdf_document) do
+        create(:captain_document, account: account, assistant: assistant, external_link: nil,
+                                  pdf_file: Rack::Test::UploadedFile.new(Rails.root.join('spec/assets/sample.pdf'), 'application/pdf'))
+      end
+      let(:pdf_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant,
+                                            question: 'What are the pricing tiers?', documentable: pdf_document)
+      end
+      let(:scenario) { create(:captain_scenario, account: account, assistant: assistant, title: 'Refund flow') }
+      let(:run_context) do
+        [
+          { 'role' => 'user', 'content' => 'I want a refund' },
+          { 'role' => 'assistant', 'content' => '', 'agent_name' => 'Assistant',
+            'tool_calls' => [{ 'id' => 'call_1', 'name' => 'faq_lookup', 'arguments' => { 'query' => 'refund' } }] },
+          { 'role' => 'tool', 'content' => 'Refunds take 5 days', 'tool_call_id' => 'call_1' },
+          { 'role' => 'assistant', 'content' => 'Refunds take 5 days', 'agent_name' => "scenario_#{scenario.id}_refund_flow" }
+        ]
+      end
+      let!(:agent_session) do
+        create(:captain_agent_session, account: account, assistant: assistant,
+                                       subject: conversation, result: message,
+                                       llm_model: 'openai-gpt-5.2', credits_consumed: 1.0,
+                                       faq_ids: [documented_faq.id, plain_faq.id, pdf_faq.id, documented_faq.id + 100_000],
+                                       scenario_ids: [scenario.id],
+                                       run_context: run_context)
+      end
+
+      it 'returns the session with hydrated citations and scenarios' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        aggregate_failures do
+          expect(json_response[:id]).to eq(agent_session.id)
+          expect(json_response[:message_id]).to eq(message.id)
+          expect(json_response[:llm_model]).to eq('openai-gpt-5.2')
+          expect(json_response[:credits_consumed]).to eq(1.0)
+          expect(json_response[:run_context].length).to eq(4)
+          expect(json_response[:run_context].second[:tool_calls].first[:arguments][:query]).to eq('refund')
+
+          citations = json_response[:citations].index_by { |citation| citation[:id] }
+          expect(citations.keys).to contain_exactly(documented_faq.id, plain_faq.id, pdf_faq.id)
+          expect(citations[documented_faq.id][:title]).to eq('How do I reset my password?')
+          expect(citations[documented_faq.id][:link]).to eq(document.external_link)
+          expect(citations[plain_faq.id][:link]).to be_nil
+          expect(pdf_document.external_link).to start_with('PDF:')
+          expect(citations[pdf_faq.id][:link]).to eq(pdf_document.display_url)
+          expect(citations[pdf_faq.id][:link]).to match(%r{\Ahttps?://})
+
+          expect(json_response[:scenarios]).to eq([{ id: scenario.id, title: 'Refund flow' }])
+        end
+      end
+
+      it 'does not allow an agent without access to the conversation' do
+        other_agent = create(:user, account: account, role: :agent)
+
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: other_agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when the message has no agent session' do
+      it 'returns not found' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+    end
+
+    context 'when the message does not belong to the account' do
+      it 'returns not found' do
+        other_message = create(:message)
+
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{other_message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+    end
+  end
+end

spec/enterprise/controllers/api/v1/accounts/captain/assistants_controller_spec.rb

@@ -257,10 +257,20 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
     let(:alice) { create(:user, account: account, role: :administrator, name: 'Alice Adams') }
     let(:bob) { create(:user, account: account, role: :administrator, name: 'Bob Brown') }
     let(:summary_service) { instance_double(Captain::OverviewSummaryService) }
+    let(:summary_stats) do
+      {
+        conversations_handled: { current: 42 },
+        hours_saved: { current: 12 },
+        auto_resolution_rate: { current: 65.0, trend: 5.0 },
+        handoff_rate: { current: 20.0, trend: -2.0 },
+        reopen_rate: { current: 5.0, trend: -1.0 },
+        knowledge: { coverage: 80, approved: 8, documents: 3 }
+      }
+    end
 
     def get_summary(user)
       get "/api/v1/accounts/#{account.id}/captain/assistants/#{assistant.id}/summary",
-          params: { range: '30' },
+          params: { range: '30', stats: summary_stats },
           headers: user.create_new_auth_token,
           as: :json
     end
@@ -273,6 +283,7 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
 
     it 'caches the summary per viewer so one user never receives another user\'s greeting' do
       allow(summary_service).to receive(:perform).and_return({ message: 'Hi Alice' })
+      expect(Captain::AssistantStatsBuilder).not_to receive(:new)
 
       get_summary(alice)
       get_summary(alice) # served from Alice's cache, no regeneration
@@ -280,6 +291,7 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
 
       expect(response).to have_http_status(:success)
       expect(Captain::OverviewSummaryService).to have_received(:new).twice
+      expect(Captain::OverviewSummaryService).to have_received(:new).with(hash_including(stats: summary_stats)).twice
     end
 
     it 'does not cache failures so a transient error is retried' do

spec/enterprise/controllers/twilio/voice_controller_spec.rb

@@ -33,8 +33,8 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
 
       expect(Voice::InboundCallBuilder).to receive(:perform!).with(
         inbox: inbox,
-        from_number: from_number,
-        call_sid: call_sid
+        call_sid: call_sid,
+        caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
       ).and_return(call)
 
       post "/twilio/voice/call/#{digits}", params: {

spec/enterprise/jobs/captain/conversation/response_builder_job_spec.rb

@@ -561,6 +561,22 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
         expect(account.reload.usage_limits[:captain][:responses][:consumed]).to eq(0)
       end
 
+      it 'attributes the handoff session to the private reason note when the tool recorded one' do
+        handoff_note = create(:message, conversation: conversation, account: account, message_type: :outgoing,
+                                        private: true, sender: assistant, content: 'Needs a human')
+        run_context[:state][:cw_metadata][:handoff_note_id] = handoff_note.id
+        allow(mock_agent_runner_service).to receive(:generate_response) do
+          conversation.update!(status: :open)
+          { 'response' => 'Let me connect you', 'handoff_tool_called' => true }
+        end
+
+        described_class.perform_now(conversation, assistant)
+
+        session = Captain::AgentSession.last
+        expect(session.credits_consumed).to eq(0.0)
+        expect(session.result_id).to eq(handoff_note.id)
+      end
+
       it 'creates a zero-credit session when the handoff tool fired but failed to commit' do
         allow(mock_agent_runner_service).to receive(:generate_response).and_return({
                                                                                      'response' => 'I tried to hand off',

spec/enterprise/lib/captain/tools/handoff_tool_spec.rb

@@ -86,6 +86,12 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do
 
           tool.perform(tool_context, reason: reason)
         end
+
+        it 'records the handoff note id in the run state for session capture' do
+          tool.perform(tool_context, reason: 'Customer needs specialized support')
+
+          expect(tool_context.state[:cw_metadata][:handoff_note_id]).to eq(Message.last.id)
+        end
       end
 
       context 'without reason provided' do
@@ -107,6 +113,12 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do
 
           tool.perform(tool_context)
         end
+
+        it 'does not record a handoff note id since the empty note never renders' do
+          tool.perform(tool_context)
+
+          expect(tool_context.state[:cw_metadata]).to be_nil
+        end
       end
 
       context 'when handoff fails' do

spec/enterprise/services/captain/assistant/session_capture_service_spec.rb

@@ -111,6 +111,25 @@ RSpec.describe Captain::Assistant::SessionCaptureService do
       expect(history.first).to include('role' => 'user', 'content' => 'CUST001')
     end
 
+    it 'stores multimodal content without cached attachment bytes' do
+      content = RubyLLM::Content.new('See image', ['https://example.com/image.jpg'])
+      content.attachments.first.instance_variable_set(:@content, "\xFF\xD8\xFF\xE0JFIF".b)
+      run_context[:conversation_history] = [
+        { role: :user, content: content },
+        { role: :assistant, content: 'I can see the image', agent_name: 'Assistant' }
+      ]
+
+      history = service.capture!.run_context
+
+      expect(history.first).to include(
+        'role' => 'user',
+        'content' => {
+          'text' => 'See image',
+          'attachments' => [{ 'type' => 'image', 'source' => 'https://example.com/image.jpg' }]
+        }
+      )
+    end
+
     it 'stores the full history when it contains no user message' do
       run_context[:conversation_history] = conversation_history.reject { |message| message[:role] == :user }
 

spec/enterprise/services/voice/inbound_call_builder_spec.rb

@@ -17,8 +17,8 @@ RSpec.describe Voice::InboundCallBuilder do
   def perform_builder
     described_class.perform!(
       inbox: inbox,
-      from_number: from_number,
-      call_sid: call_sid
+      call_sid: call_sid,
+      caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
     )
   end
 
@@ -100,26 +100,29 @@ RSpec.describe Voice::InboundCallBuilder do
     end
   end
 
-  context 'when the WhatsApp wa_id needs Brazil normalization to match an existing ContactInbox' do
+  context 'when a WhatsApp call shares a BSUID with an existing ContactInbox' do
     let(:whatsapp_channel) do
       create(:channel_whatsapp, account: account, provider: 'whatsapp_cloud',
                                 provider_config: { 'phone_number_id' => '123', 'source' => 'embedded_signup', 'calling_enabled' => true },
                                 validate_provider_config: false, sync_templates: false)
     end
     let(:whatsapp_inbox) { whatsapp_channel.inbox }
-    let!(:stored_contact) { create(:contact, account: account, phone_number: '+5541988887777') }
+    let!(:stored_contact) { create(:contact, account: account) }
     let!(:stored_contact_inbox) do
-      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: '5541988887777')
+      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: 'IN.2081978709342942')
     end
 
     before { account.enable_features!('channel_voice') }
 
-    it 'reuses the contact via normalized wa_id rather than forking a new ContactInbox' do
+    # Closes the gap: the contact was keyed by BSUID, but the call also carries a phone.
+    # Matching across every source_id reuses the contact instead of forking on the phone.
+    it 'reuses the contact by matching any source_id, not just the first' do
       call = described_class.perform!(
         inbox: whatsapp_inbox,
-        from_number: '+554188887777',
-        call_sid: 'wacall_br_1',
-        provider: :whatsapp
+        call_sid: 'wacall_bsuid_1',
+        provider: :whatsapp,
+        caller: { source_ids: ['5541988887777', 'IN.2081978709342942'],
+                  contact_attributes: { name: 'Ada Lovelace', phone_number: '+5541988887777' } }
       )
 
       expect(call.contact).to eq(stored_contact)

spec/enterprise/services/whatsapp/incoming_call_service_spec.rb

@@ -74,6 +74,120 @@ describe Whatsapp::IncomingCallService do
     end
   end
 
+  describe 'inbound connect from a username (BSUID) caller' do
+    let(:sdp_offer) { "v=0\r\n...sdp..." }
+    let(:bsuid) { 'IN.2081978709342942' }
+    let!(:agent) { create(:user, account: account) }
+
+    before { create(:inbox_member, inbox: inbox, user: agent) }
+
+    it 'keys a phone caller by the phone (matching messaging) even when a BSUID is also present' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(Conversation, :count).by(1)
+
+      contact_inbox = Call.last.conversation.contact_inbox
+      expect(contact_inbox.source_id).to eq(from_number)
+      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
+    end
+
+    it 'keys a username-only caller by the BSUID when no phone `from` is present' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = {
+        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1)
+
+      contact_inbox = Call.last.conversation.contact_inbox
+      expect(contact_inbox.source_id).to eq(bsuid)
+      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
+    end
+
+    it 'reuses the phone-keyed ContactInbox messaging created for a phone caller and backfills the BSUID alias' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: from_number)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid }]
+      }
+      # The conversation reuses the existing phone thread; the BSUID alias is backfilled onto the same contact.
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+      expect(inbox.contact_inboxes.find_by(source_id: bsuid).contact).to eq(contact)
+    end
+
+    it 'reuses a phone ContactInbox via the same wa_id normalization messaging uses' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account, phone_number: '+5541988887777')
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: '5541988887777')
+
+      params = {
+        calls: [{ id: provider_call_id, from: '554188887777', event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: '554188887777' }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
+
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+    end
+
+    it 'reuses the BSUID-keyed ContactInbox messaging created for a username-only caller' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
+
+      params = {
+        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ user_id: bsuid }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+    end
+
+    # The gap: messaging created the contact username-only (BSUID-keyed), and the call now
+    # also exposes a phone. Matching across every source_id reuses the BSUID thread instead
+    # of forking a new phone-keyed contact.
+    it 'reuses a BSUID-keyed ContactInbox even when the call also carries a phone and backfills the phone alias' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid }]
+      }
+      # The conversation reuses the existing BSUID thread; the phone alias is backfilled onto the same contact.
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+      expect(inbox.contact_inboxes.find_by(source_id: from_number).contact).to eq(contact)
+    end
+  end
+
   describe 'outbound connect (existing call)' do
     let!(:call) do
       conversation = create(:conversation, account: account, inbox: inbox)

spec/services/whatsapp/incoming_message_service_spec.rb

@@ -34,8 +34,8 @@ describe Whatsapp::IncomingMessageService do
 
       it 'appends to last conversation when if conversation already exists' do
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) }
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) }
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(3)
@@ -46,7 +46,7 @@ describe Whatsapp::IncomingMessageService do
       it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: true)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: 'resolved')
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
@@ -59,7 +59,7 @@ describe Whatsapp::IncomingMessageService do
       it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: false)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: 'resolved')
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # new conversation should be created
@@ -70,7 +70,7 @@ describe Whatsapp::IncomingMessageService do
       it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: false)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # new conversation should be created
@@ -238,7 +238,7 @@ describe Whatsapp::IncomingMessageService do
       end
 
       before do
-        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
       end
 
@@ -453,7 +453,7 @@ describe Whatsapp::IncomingMessageService do
 
       it 'appends to existing contact if contact inbox exists' do
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -468,7 +468,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists in the old format without 9 included' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -480,7 +480,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists in the new format with 9 included' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: '5541988887777')
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -515,7 +515,7 @@ describe Whatsapp::IncomingMessageService do
         # Normalized format removes the 9 after country code
         normalized_wa_id = '541123456789'
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: normalized_wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -532,7 +532,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists with the same format' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)