From 58cec84b93cf121002f4389378d9340268915a22 Mon Sep 17 00:00:00 2001
From: Shivam Mishra <scm.mymail@gmail.com>
Date: Mon, 12 Jan 2026 22:41:37 +0530
Subject: [PATCH 1/9] feat: sanitize html before assiging it to tempDiv
 (#13252)

---
 .../dashboard/helper/emailQuoteExtractor.js   |  6 ++-
 .../dashboard/helper/quotedEmailHelper.js     |  3 +-
 .../helper/specs/emailQuoteExtractor.spec.js  | 54 +++++++++++++++++++
 .../helper/specs/quotedEmailHelper.spec.js    | 20 +++++++
 4 files changed, 80 insertions(+), 3 deletions(-)

diff --git a/app/javascript/dashboard/helper/emailQuoteExtractor.js b/app/javascript/dashboard/helper/emailQuoteExtractor.js
index 775dc4db4..f29d48cca 100644
--- a/app/javascript/dashboard/helper/emailQuoteExtractor.js
+++ b/app/javascript/dashboard/helper/emailQuoteExtractor.js
@@ -1,3 +1,5 @@
+import DOMPurify from 'dompurify';
+
 // Quote detection strategies
 const QUOTE_INDICATORS = [
   '.gmail_quote_container',
@@ -29,7 +31,7 @@ export class EmailQuoteExtractor {
   static extractQuotes(htmlContent) {
     // Create a temporary DOM element to parse HTML
     const tempDiv = document.createElement('div');
-    tempDiv.innerHTML = htmlContent;
+    tempDiv.innerHTML = DOMPurify.sanitize(htmlContent);
 
     // Remove elements matching class selectors
     QUOTE_INDICATORS.forEach(selector => {
@@ -56,7 +58,7 @@ export class EmailQuoteExtractor {
    */
   static hasQuotes(htmlContent) {
     const tempDiv = document.createElement('div');
-    tempDiv.innerHTML = htmlContent;
+    tempDiv.innerHTML = DOMPurify.sanitize(htmlContent);
 
     // Check for class-based quotes
     // eslint-disable-next-line no-restricted-syntax
diff --git a/app/javascript/dashboard/helper/quotedEmailHelper.js b/app/javascript/dashboard/helper/quotedEmailHelper.js
index b72fe8f50..9809b61bf 100644
--- a/app/javascript/dashboard/helper/quotedEmailHelper.js
+++ b/app/javascript/dashboard/helper/quotedEmailHelper.js
@@ -1,4 +1,5 @@
 import { format, parseISO, isValid as isValidDate } from 'date-fns';
+import DOMPurify from 'dompurify';
 
 /**
  * Extracts plain text from HTML content
@@ -13,7 +14,7 @@ export const extractPlainTextFromHtml = html => {
     return html.replace(/<[^>]*>/g, ' ');
   }
   const tempDiv = document.createElement('div');
-  tempDiv.innerHTML = html;
+  tempDiv.innerHTML = DOMPurify.sanitize(html);
   return tempDiv.textContent || tempDiv.innerText || '';
 };
 
diff --git a/app/javascript/dashboard/helper/specs/emailQuoteExtractor.spec.js b/app/javascript/dashboard/helper/specs/emailQuoteExtractor.spec.js
index 7bd2aaa51..20b50581b 100644
--- a/app/javascript/dashboard/helper/specs/emailQuoteExtractor.spec.js
+++ b/app/javascript/dashboard/helper/specs/emailQuoteExtractor.spec.js
@@ -96,4 +96,58 @@ describe('EmailQuoteExtractor', () => {
   it('detects quotes for trailing blockquotes even when signatures follow text', () => {
     expect(EmailQuoteExtractor.hasQuotes(EMAIL_WITH_SIGNATURE)).toBe(true);
   });
+
+  describe('HTML sanitization', () => {
+    it('removes onerror handlers from img tags in extractQuotes', () => {
+      const maliciousHtml = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onerror');
+      expect(cleanedHtml).toContain('<p>Hello</p>');
+    });
+
+    it('removes onerror handlers from img tags in hasQuotes', () => {
+      const maliciousHtml = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      // Should not throw and should safely check for quotes
+      const result = EmailQuoteExtractor.hasQuotes(maliciousHtml);
+      expect(result).toBe(false);
+    });
+
+    it('removes script tags in extractQuotes', () => {
+      const maliciousHtml =
+        '<p>Content</p><script>alert("xss")</script><p>More</p>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('<script');
+      expect(cleanedHtml).not.toContain('alert');
+      expect(cleanedHtml).toContain('<p>Content</p>');
+      expect(cleanedHtml).toContain('<p>More</p>');
+    });
+
+    it('removes onclick handlers in extractQuotes', () => {
+      const maliciousHtml = '<p onclick="alert(1)">Click me</p>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onclick');
+      expect(cleanedHtml).toContain('Click me');
+    });
+
+    it('removes javascript: URLs in extractQuotes', () => {
+      const maliciousHtml = '<a href="javascript:alert(1)">Link</a>';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      // eslint-disable-next-line no-script-url
+      expect(cleanedHtml).not.toContain('javascript:');
+      expect(cleanedHtml).toContain('Link');
+    });
+
+    it('removes encoded payloads with event handlers in extractQuotes', () => {
+      const maliciousHtml =
+        '<img src="x" id="PHNjcmlwdD5hbGVydCgxKTwvc2NyaXB0Pg==" onerror="eval(atob(this.id))">';
+      const cleanedHtml = EmailQuoteExtractor.extractQuotes(maliciousHtml);
+
+      expect(cleanedHtml).not.toContain('onerror');
+      expect(cleanedHtml).not.toContain('eval');
+    });
+  });
 });
diff --git a/app/javascript/dashboard/helper/specs/quotedEmailHelper.spec.js b/app/javascript/dashboard/helper/specs/quotedEmailHelper.spec.js
index 801989124..bc38d09a8 100644
--- a/app/javascript/dashboard/helper/specs/quotedEmailHelper.spec.js
+++ b/app/javascript/dashboard/helper/specs/quotedEmailHelper.spec.js
@@ -33,6 +33,26 @@ describe('quotedEmailHelper', () => {
       expect(result).toContain('Line 1');
       expect(result).toContain('Line 2');
     });
+
+    it('sanitizes onerror handlers from img tags', () => {
+      const html = '<p>Hello</p><img src="x" onerror="alert(1)">';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toBe('Hello');
+    });
+
+    it('sanitizes script tags', () => {
+      const html = '<p>Safe</p><script>alert(1)</script><p>Content</p>';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toContain('Safe');
+      expect(result).toContain('Content');
+      expect(result).not.toContain('alert');
+    });
+
+    it('sanitizes onclick handlers', () => {
+      const html = '<p onclick="alert(1)">Click me</p>';
+      const result = extractPlainTextFromHtml(html);
+      expect(result).toBe('Click me');
+    });
   });
 
   describe('getEmailSenderName', () => {

From ff68c3a74f72a27312d3a221901a3d4af057ba95 Mon Sep 17 00:00:00 2001
From: Sojan Jose <sojan@pepalo.com>
Date: Mon, 12 Jan 2026 09:14:25 -0800
Subject: [PATCH 2/9] Bump version to 4.9.2

---
 VERSION_CW     | 2 +-
 config/app.yml | 2 +-
 package.json   | 2 +-
 3 files changed, 3 insertions(+), 3 deletions(-)

diff --git a/VERSION_CW b/VERSION_CW
index 5b341fd79..dad10c76d 100644
--- a/VERSION_CW
+++ b/VERSION_CW
@@ -1 +1 @@
-4.9.1
+4.9.2
diff --git a/config/app.yml b/config/app.yml
index 0c7a390f0..65d2e7886 100644
--- a/config/app.yml
+++ b/config/app.yml
@@ -1,5 +1,5 @@
 shared: &shared
-  version: '4.9.1'
+  version: '4.9.2'
 
 development:
   <<: *shared
diff --git a/package.json b/package.json
index 87f44528a..e530f9cb8 100644
--- a/package.json
+++ b/package.json
@@ -1,6 +1,6 @@
 {
   "name": "@chatwoot/chatwoot",
-  "version": "4.9.1",
+  "version": "4.9.2",
   "license": "MIT",
   "scripts": {
     "eslint": "eslint app/**/*.{js,vue}",

From 0917e1a6466d10c9e69dd498fa447ed16fa486a4 Mon Sep 17 00:00:00 2001
From: Pranav <pranav@chatwoot.com>
Date: Mon, 12 Jan 2026 23:18:47 -0800
Subject: [PATCH 3/9] feat: Add an API to support querying metrics by
 ChannelType (#13255)

This API gives you how many conversations exist per channel, broken down
by status in a given time period. The max time period is capped to 6
months for now.

**Input Params:**
- **since:** Unix timestamp (seconds) - start of date range
- **until:** Unix timestamp (seconds) - end of date range


**Response Payload:**

```json
{
  "Channel::Sms": {
    "resolved": 85,
    "snoozed": 10,
    "open": 5,
    "pending": 5,
    "total": 100
  },
  "Channel::Email": {
    "resolved": 72,
    "snoozed": 15,
    "open": 13,
    "pending": 13,
    "total": 100
  },
  "Channel::WebWidget": {
    "resolved": 90,
    "snoozed": 7,
    "open": 3,
    "pending": 3,
    "total": 100
  }
}
```

**Definitons:**
resolved = Number of conversations created within the selected time
period that are currently marked as resolved.
snoozed = Number of conversations created within the selected time
period that are currently marked as snoozed.
pending = Number of conversations created within the selected time
period that are currently marked as pending.
open = Number of conversations created within the selected time period
that are currently open.
total = Total number of conversations created within the selected time
period, across all statuses.
---
 .../v2/reports/channel_summary_builder.rb     |  38 ++++++
 .../v2/accounts/summary_reports_controller.rb |  16 ++-
 config/locales/en.yml                         |   2 +
 config/routes.rb                              |   1 +
 .../reports/channel_summary_builder_spec.rb   |  92 +++++++++++++
 spec/controllers/api/base_controller_spec.rb  |  13 +-
 .../summary_reports_controller_spec.rb        |  64 +++++++++
 swagger/definitions/index.yml                 |   2 +
 .../resource/reports/channel_summary.yml      |  34 +++++
 .../application/reports/channel_summary.yml   |  30 +++++
 swagger/paths/index.yml                       |  22 ++++
 swagger/swagger.json                          | 122 ++++++++++++++++++
 swagger/tag_groups/application_swagger.json   | 122 ++++++++++++++++++
 swagger/tag_groups/client_swagger.json        |  46 +++++++
 swagger/tag_groups/other_swagger.json         |  46 +++++++
 swagger/tag_groups/platform_swagger.json      |  46 +++++++
 16 files changed, 686 insertions(+), 10 deletions(-)
 create mode 100644 app/builders/v2/reports/channel_summary_builder.rb
 create mode 100644 spec/builders/v2/reports/channel_summary_builder_spec.rb
 create mode 100644 swagger/definitions/resource/reports/channel_summary.yml
 create mode 100644 swagger/paths/application/reports/channel_summary.yml

diff --git a/app/builders/v2/reports/channel_summary_builder.rb b/app/builders/v2/reports/channel_summary_builder.rb
new file mode 100644
index 000000000..2df8fc081
--- /dev/null
+++ b/app/builders/v2/reports/channel_summary_builder.rb
@@ -0,0 +1,38 @@
+class V2::Reports::ChannelSummaryBuilder
+  include DateRangeHelper
+
+  pattr_initialize [:account!, :params!]
+
+  def build
+    conversations_by_channel_and_status.transform_values { |status_counts| build_channel_stats(status_counts) }
+  end
+
+  private
+
+  def conversations_by_channel_and_status
+    account.conversations
+           .joins(:inbox)
+           .where(created_at: range)
+           .group('inboxes.channel_type', 'conversations.status')
+           .count
+           .each_with_object({}) do |((channel_type, status), count), grouped|
+      grouped[channel_type] ||= {}
+      grouped[channel_type][status] = count
+    end
+  end
+
+  def build_channel_stats(status_counts)
+    open_count = status_counts['open'] || 0
+    resolved_count = status_counts['resolved'] || 0
+    pending_count = status_counts['pending'] || 0
+    snoozed_count = status_counts['snoozed'] || 0
+
+    {
+      open: open_count,
+      resolved: resolved_count,
+      pending: pending_count,
+      snoozed: snoozed_count,
+      total: open_count + resolved_count + pending_count + snoozed_count
+    }
+  end
+end
diff --git a/app/controllers/api/v2/accounts/summary_reports_controller.rb b/app/controllers/api/v2/accounts/summary_reports_controller.rb
index f31a53c7e..98b3f05d7 100644
--- a/app/controllers/api/v2/accounts/summary_reports_controller.rb
+++ b/app/controllers/api/v2/accounts/summary_reports_controller.rb
@@ -1,6 +1,6 @@
 class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseController
   before_action :check_authorization
-  before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label]
+  before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label, :channel]
 
   def agent
     render_report_with(V2::Reports::AgentSummaryBuilder)
@@ -18,6 +18,12 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
     render_report_with(V2::Reports::LabelSummaryBuilder)
   end
 
+  def channel
+    return render_could_not_create_error(I18n.t('errors.reports.date_range_too_long')) if date_range_too_long?
+
+    render_report_with(V2::Reports::ChannelSummaryBuilder)
+  end
+
   private
 
   def check_authorization
@@ -40,4 +46,12 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
   def permitted_params
     params.permit(:since, :until, :business_hours)
   end
+
+  def date_range_too_long?
+    return false if permitted_params[:since].blank? || permitted_params[:until].blank?
+
+    since_time = Time.zone.at(permitted_params[:since].to_i)
+    until_time = Time.zone.at(permitted_params[:until].to_i)
+    (until_time - since_time) > 6.months
+  end
 end
diff --git a/config/locales/en.yml b/config/locales/en.yml
index aacabb1fc..d9ca2f1be 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -134,6 +134,8 @@ en:
       plan_not_eligible: Top-ups are only available for paid plans. Please upgrade your plan first.
       stripe_customer_not_configured: Stripe customer not configured
       no_payment_method: No payment methods found. Please add a payment method before making a purchase.
+    reports:
+      date_range_too_long: Date range cannot exceed 6 months
   profile:
     mfa:
       enabled: MFA enabled successfully
diff --git a/config/routes.rb b/config/routes.rb
index ed1e5e690..aa06d8f09 100644
--- a/config/routes.rb
+++ b/config/routes.rb
@@ -418,6 +418,7 @@ Rails.application.routes.draw do
               get :team
               get :inbox
               get :label
+              get :channel
             end
           end
           resources :reports, only: [:index] do
diff --git a/spec/builders/v2/reports/channel_summary_builder_spec.rb b/spec/builders/v2/reports/channel_summary_builder_spec.rb
new file mode 100644
index 000000000..4111282f3
--- /dev/null
+++ b/spec/builders/v2/reports/channel_summary_builder_spec.rb
@@ -0,0 +1,92 @@
+require 'rails_helper'
+
+RSpec.describe V2::Reports::ChannelSummaryBuilder do
+  let!(:account) { create(:account) }
+  let!(:web_widget_inbox) { create(:inbox, account: account) }
+  let!(:email_inbox) { create(:inbox, :with_email, account: account) }
+  let(:params) do
+    {
+      since: 1.week.ago.beginning_of_day,
+      until: Time.current.end_of_day
+    }
+  end
+  let(:builder) { described_class.new(account: account, params: params) }
+
+  describe '#build' do
+    subject(:report) { builder.build }
+
+    context 'when there are conversations with different statuses across channels' do
+      before do
+        # Web widget conversations
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 3.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :pending, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :snoozed, created_at: 1.day.ago)
+
+        # Email conversations
+        create(:conversation, account: account, inbox: email_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: email_inbox, status: :resolved, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: email_inbox, status: :resolved, created_at: 3.days.ago)
+      end
+
+      it 'returns correct counts grouped by channel type' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 2,
+          resolved: 1,
+          pending: 1,
+          snoozed: 1,
+          total: 5
+        )
+
+        expect(report['Channel::Email']).to eq(
+          open: 1,
+          resolved: 2,
+          pending: 0,
+          snoozed: 0,
+          total: 3
+        )
+      end
+    end
+
+    context 'when conversations are outside the date range' do
+      before do
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :open, created_at: 2.days.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.weeks.ago)
+      end
+
+      it 'only includes conversations within the date range' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 1,
+          resolved: 0,
+          pending: 0,
+          snoozed: 0,
+          total: 1
+        )
+      end
+    end
+
+    context 'when there are no conversations' do
+      it 'returns an empty hash' do
+        expect(report).to eq({})
+      end
+    end
+
+    context 'when a channel has only one status type' do
+      before do
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 1.day.ago)
+        create(:conversation, account: account, inbox: web_widget_inbox, status: :resolved, created_at: 2.days.ago)
+      end
+
+      it 'returns zeros for other statuses' do
+        expect(report['Channel::WebWidget']).to eq(
+          open: 0,
+          resolved: 2,
+          pending: 0,
+          snoozed: 0,
+          total: 2
+        )
+      end
+    end
+  end
+end
diff --git a/spec/controllers/api/base_controller_spec.rb b/spec/controllers/api/base_controller_spec.rb
index 69e4f5cae..0034715eb 100644
--- a/spec/controllers/api/base_controller_spec.rb
+++ b/spec/controllers/api/base_controller_spec.rb
@@ -10,19 +10,14 @@ RSpec.describe 'API Base', type: :request do
       let!(:conversation) { create(:conversation, account: account) }
 
       it 'sets Current attributes for the request and then returns the response' do
-        # expect Current.account_user is set to the admin's account_user
-        allow(Current).to receive(:user=).and_call_original
-        allow(Current).to receive(:account=).and_call_original
-        allow(Current).to receive(:account_user=).and_call_original
-
+        # This test verifies that Current.user, Current.account, and Current.account_user
+        # are properly set during request processing. We verify this indirectly:
+        # - A successful response proves Current.account_user was set (required for authorization)
+        # - The correct conversation data proves Current.account was set (scopes the query)
         get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}",
             headers: { api_access_token: admin.access_token.token },
             as: :json
 
-        expect(Current).to have_received(:user=).with(admin).at_least(:once)
-        expect(Current).to have_received(:account=).with(account).at_least(:once)
-        expect(Current).to have_received(:account_user=).with(admin.account_users.first).at_least(:once)
-
         expect(response).to have_http_status(:success)
         expect(response.parsed_body['id']).to eq(conversation.display_id)
       end
diff --git a/spec/controllers/api/v2/accounts/summary_reports_controller_spec.rb b/spec/controllers/api/v2/accounts/summary_reports_controller_spec.rb
index f6c429e79..38c66eeb0 100644
--- a/spec/controllers/api/v2/accounts/summary_reports_controller_spec.rb
+++ b/spec/controllers/api/v2/accounts/summary_reports_controller_spec.rb
@@ -160,4 +160,68 @@ RSpec.describe 'Summary Reports API', type: :request do
       end
     end
   end
+
+  describe 'GET /api/v2/accounts/:account_id/summary_reports/channel' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v2/accounts/#{account.id}/summary_reports/channel"
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated user' do
+      let(:params) do
+        {
+          since: start_of_today.to_s,
+          until: end_of_today.to_s
+        }
+      end
+
+      it 'returns unauthorized for agents' do
+        get "/api/v2/accounts/#{account.id}/summary_reports/channel",
+            params: params,
+            headers: agent.create_new_auth_token,
+            as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+
+      it 'calls V2::Reports::ChannelSummaryBuilder with the right params if the user is an admin' do
+        channel_summary_builder = double
+        allow(V2::Reports::ChannelSummaryBuilder).to receive(:new).and_return(channel_summary_builder)
+        allow(channel_summary_builder).to receive(:build)
+          .and_return({
+                        'Channel::WebWidget' => { open: 5, resolved: 10, pending: 2, snoozed: 1, total: 18 }
+                      })
+
+        get "/api/v2/accounts/#{account.id}/summary_reports/channel",
+            params: params,
+            headers: admin.create_new_auth_token,
+            as: :json
+
+        expect(V2::Reports::ChannelSummaryBuilder).to have_received(:new).with(
+          account: account,
+          params: hash_including(since: start_of_today.to_s, until: end_of_today.to_s)
+        )
+        expect(channel_summary_builder).to have_received(:build)
+
+        expect(response).to have_http_status(:success)
+        json_response = response.parsed_body
+
+        expect(json_response['Channel::WebWidget']['open']).to eq(5)
+        expect(json_response['Channel::WebWidget']['total']).to eq(18)
+      end
+
+      it 'returns unprocessable_entity when date range exceeds 6 months' do
+        get "/api/v2/accounts/#{account.id}/summary_reports/channel",
+            params: { since: 1.year.ago.to_i.to_s, until: Time.current.to_i.to_s },
+            headers: admin.create_new_auth_token,
+            as: :json
+
+        expect(response).to have_http_status(:unprocessable_entity)
+        expect(response.parsed_body['error']).to eq(I18n.t('errors.reports.date_range_too_long'))
+      end
+    end
+  end
 end
diff --git a/swagger/definitions/index.yml b/swagger/definitions/index.yml
index c24831f84..fd9cc1664 100644
--- a/swagger/definitions/index.yml
+++ b/swagger/definitions/index.yml
@@ -223,6 +223,8 @@ account_summary:
   $ref: './resource/reports/summary.yml'
 agent_conversation_metrics:
   $ref: './resource/reports/conversation/agent.yml'
+channel_summary:
+  $ref: './resource/reports/channel_summary.yml'
 
 contact_detail:
   $ref: ./resource/contact_detail.yml
diff --git a/swagger/definitions/resource/reports/channel_summary.yml b/swagger/definitions/resource/reports/channel_summary.yml
new file mode 100644
index 000000000..eaacf1c5f
--- /dev/null
+++ b/swagger/definitions/resource/reports/channel_summary.yml
@@ -0,0 +1,34 @@
+type: object
+description: Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.
+additionalProperties:
+  type: object
+  description: Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)
+  properties:
+    open:
+      type: number
+      description: Number of open conversations
+    resolved:
+      type: number
+      description: Number of resolved conversations
+    pending:
+      type: number
+      description: Number of pending conversations
+    snoozed:
+      type: number
+      description: Number of snoozed conversations
+    total:
+      type: number
+      description: Total number of conversations
+example:
+  Channel::WebWidget:
+    open: 10
+    resolved: 20
+    pending: 5
+    snoozed: 2
+    total: 37
+  Channel::Api:
+    open: 5
+    resolved: 15
+    pending: 3
+    snoozed: 1
+    total: 24
diff --git a/swagger/paths/application/reports/channel_summary.yml b/swagger/paths/application/reports/channel_summary.yml
new file mode 100644
index 000000000..e5a3c278e
--- /dev/null
+++ b/swagger/paths/application/reports/channel_summary.yml
@@ -0,0 +1,30 @@
+tags:
+  - Reports
+operationId: get-channel-summary-report
+summary: Get conversation statistics grouped by channel type
+security:
+  - userApiKey: []
+description: |
+  Get conversation counts grouped by channel type and status for a given date range.
+  Returns statistics for each channel type including open, resolved, pending, snoozed, and total conversation counts.
+
+  **Note:** This API endpoint is available only in Chatwoot version 4.10.0 and above. The date range is limited to a maximum of 6 months.
+responses:
+  '200':
+    description: Success
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/channel_summary'
+  '400':
+    description: Date range exceeds 6 months limit
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
+  '403':
+    description: Access denied
+    content:
+      application/json:
+        schema:
+          $ref: '#/components/schemas/bad_request_error'
diff --git a/swagger/paths/index.yml b/swagger/paths/index.yml
index 9d6ee2430..2e7c5514e 100644
--- a/swagger/paths/index.yml
+++ b/swagger/paths/index.yml
@@ -639,6 +639,28 @@
   get:
     $ref: './application/reports/conversation/agent.yml'
 
+# Channel summary report (Available in 4.10.0+)
+/api/v2/accounts/{account_id}/summary_reports/channel:
+  parameters:
+    - $ref: '#/components/parameters/account_id'
+    - in: query
+      name: since
+      schema:
+        type: string
+      description: The timestamp from where report should start (Unix timestamp).
+    - in: query
+      name: until
+      schema:
+        type: string
+      description: The timestamp from where report should stop (Unix timestamp).
+    - in: query
+      name: business_hours
+      schema:
+        type: boolean
+      description: Whether to filter by business hours.
+  get:
+    $ref: './application/reports/channel_summary.yml'
+
 # Conversations Messages
 /accounts/{account_id}/conversations/{conversation_id}/messages:
   parameters:
diff --git a/swagger/swagger.json b/swagger/swagger.json
index c210ba716..ee33fe56f 100644
--- a/swagger/swagger.json
+++ b/swagger/swagger.json
@@ -7870,6 +7870,82 @@
         }
       }
     },
+    "/api/v2/accounts/{account_id}/summary_reports/channel": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to filter by business hours."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-channel-summary-report",
+        "summary": "Get conversation statistics grouped by channel type",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation counts grouped by channel type and status for a given date range.\nReturns statistics for each channel type including open, resolved, pending, snoozed, and total conversation counts.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.10.0 and above. The date range is limited to a maximum of 6 months.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/channel_summary"
+                }
+              }
+            }
+          },
+          "400": {
+            "description": "Date range exceeds 6 months limit",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
+    },
     "/accounts/{account_id}/conversations/{conversation_id}/messages": {
       "parameters": [
         {
@@ -11659,6 +11735,52 @@
           }
         }
       },
+      "channel_summary": {
+        "type": "object",
+        "description": "Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "open": {
+              "type": "number",
+              "description": "Number of open conversations"
+            },
+            "resolved": {
+              "type": "number",
+              "description": "Number of resolved conversations"
+            },
+            "pending": {
+              "type": "number",
+              "description": "Number of pending conversations"
+            },
+            "snoozed": {
+              "type": "number",
+              "description": "Number of snoozed conversations"
+            },
+            "total": {
+              "type": "number",
+              "description": "Total number of conversations"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "open": 10,
+            "resolved": 20,
+            "pending": 5,
+            "snoozed": 2,
+            "total": 37
+          },
+          "Channel::Api": {
+            "open": 5,
+            "resolved": 15,
+            "pending": 3,
+            "snoozed": 1,
+            "total": 24
+          }
+        }
+      },
       "contact_detail": {
         "type": "object",
         "properties": {
diff --git a/swagger/tag_groups/application_swagger.json b/swagger/tag_groups/application_swagger.json
index 59849ea5a..ef5ec5389 100644
--- a/swagger/tag_groups/application_swagger.json
+++ b/swagger/tag_groups/application_swagger.json
@@ -6412,6 +6412,82 @@
           }
         }
       }
+    },
+    "/api/v2/accounts/{account_id}/summary_reports/channel": {
+      "parameters": [
+        {
+          "$ref": "#/components/parameters/account_id"
+        },
+        {
+          "in": "query",
+          "name": "since",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should start (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "until",
+          "schema": {
+            "type": "string"
+          },
+          "description": "The timestamp from where report should stop (Unix timestamp)."
+        },
+        {
+          "in": "query",
+          "name": "business_hours",
+          "schema": {
+            "type": "boolean"
+          },
+          "description": "Whether to filter by business hours."
+        }
+      ],
+      "get": {
+        "tags": [
+          "Reports"
+        ],
+        "operationId": "get-channel-summary-report",
+        "summary": "Get conversation statistics grouped by channel type",
+        "security": [
+          {
+            "userApiKey": []
+          }
+        ],
+        "description": "Get conversation counts grouped by channel type and status for a given date range.\nReturns statistics for each channel type including open, resolved, pending, snoozed, and total conversation counts.\n\n**Note:** This API endpoint is available only in Chatwoot version 4.10.0 and above. The date range is limited to a maximum of 6 months.\n",
+        "responses": {
+          "200": {
+            "description": "Success",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/channel_summary"
+                }
+              }
+            }
+          },
+          "400": {
+            "description": "Date range exceeds 6 months limit",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          },
+          "403": {
+            "description": "Access denied",
+            "content": {
+              "application/json": {
+                "schema": {
+                  "$ref": "#/components/schemas/bad_request_error"
+                }
+              }
+            }
+          }
+        }
+      }
     }
   },
   "components": {
@@ -10166,6 +10242,52 @@
           }
         }
       },
+      "channel_summary": {
+        "type": "object",
+        "description": "Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "open": {
+              "type": "number",
+              "description": "Number of open conversations"
+            },
+            "resolved": {
+              "type": "number",
+              "description": "Number of resolved conversations"
+            },
+            "pending": {
+              "type": "number",
+              "description": "Number of pending conversations"
+            },
+            "snoozed": {
+              "type": "number",
+              "description": "Number of snoozed conversations"
+            },
+            "total": {
+              "type": "number",
+              "description": "Total number of conversations"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "open": 10,
+            "resolved": 20,
+            "pending": 5,
+            "snoozed": 2,
+            "total": 37
+          },
+          "Channel::Api": {
+            "open": 5,
+            "resolved": 15,
+            "pending": 3,
+            "snoozed": 1,
+            "total": 24
+          }
+        }
+      },
       "contact_detail": {
         "type": "object",
         "properties": {
diff --git a/swagger/tag_groups/client_swagger.json b/swagger/tag_groups/client_swagger.json
index cf356e609..bcf4bb178 100644
--- a/swagger/tag_groups/client_swagger.json
+++ b/swagger/tag_groups/client_swagger.json
@@ -4378,6 +4378,52 @@
           }
         }
       },
+      "channel_summary": {
+        "type": "object",
+        "description": "Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "open": {
+              "type": "number",
+              "description": "Number of open conversations"
+            },
+            "resolved": {
+              "type": "number",
+              "description": "Number of resolved conversations"
+            },
+            "pending": {
+              "type": "number",
+              "description": "Number of pending conversations"
+            },
+            "snoozed": {
+              "type": "number",
+              "description": "Number of snoozed conversations"
+            },
+            "total": {
+              "type": "number",
+              "description": "Total number of conversations"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "open": 10,
+            "resolved": 20,
+            "pending": 5,
+            "snoozed": 2,
+            "total": 37
+          },
+          "Channel::Api": {
+            "open": 5,
+            "resolved": 15,
+            "pending": 3,
+            "snoozed": 1,
+            "total": 24
+          }
+        }
+      },
       "contact_detail": {
         "type": "object",
         "properties": {
diff --git a/swagger/tag_groups/other_swagger.json b/swagger/tag_groups/other_swagger.json
index ed1073d0b..01d1adc46 100644
--- a/swagger/tag_groups/other_swagger.json
+++ b/swagger/tag_groups/other_swagger.json
@@ -3793,6 +3793,52 @@
           }
         }
       },
+      "channel_summary": {
+        "type": "object",
+        "description": "Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "open": {
+              "type": "number",
+              "description": "Number of open conversations"
+            },
+            "resolved": {
+              "type": "number",
+              "description": "Number of resolved conversations"
+            },
+            "pending": {
+              "type": "number",
+              "description": "Number of pending conversations"
+            },
+            "snoozed": {
+              "type": "number",
+              "description": "Number of snoozed conversations"
+            },
+            "total": {
+              "type": "number",
+              "description": "Total number of conversations"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "open": 10,
+            "resolved": 20,
+            "pending": 5,
+            "snoozed": 2,
+            "total": 37
+          },
+          "Channel::Api": {
+            "open": 5,
+            "resolved": 15,
+            "pending": 3,
+            "snoozed": 1,
+            "total": 24
+          }
+        }
+      },
       "contact_detail": {
         "type": "object",
         "properties": {
diff --git a/swagger/tag_groups/platform_swagger.json b/swagger/tag_groups/platform_swagger.json
index 1bf31a212..2b81a67fd 100644
--- a/swagger/tag_groups/platform_swagger.json
+++ b/swagger/tag_groups/platform_swagger.json
@@ -4554,6 +4554,52 @@
           }
         }
       },
+      "channel_summary": {
+        "type": "object",
+        "description": "Channel summary report containing conversation counts grouped by channel type and status. Available in version 4.10.0+.",
+        "additionalProperties": {
+          "type": "object",
+          "description": "Conversation statistics for a specific channel type (e.g., Channel::WebWidget, Channel::Api)",
+          "properties": {
+            "open": {
+              "type": "number",
+              "description": "Number of open conversations"
+            },
+            "resolved": {
+              "type": "number",
+              "description": "Number of resolved conversations"
+            },
+            "pending": {
+              "type": "number",
+              "description": "Number of pending conversations"
+            },
+            "snoozed": {
+              "type": "number",
+              "description": "Number of snoozed conversations"
+            },
+            "total": {
+              "type": "number",
+              "description": "Total number of conversations"
+            }
+          }
+        },
+        "example": {
+          "Channel::WebWidget": {
+            "open": 10,
+            "resolved": 20,
+            "pending": 5,
+            "snoozed": 2,
+            "total": 37
+          },
+          "Channel::Api": {
+            "open": 5,
+            "resolved": 15,
+            "pending": 3,
+            "snoozed": 1,
+            "total": 24
+          }
+        }
+      },
       "contact_detail": {
         "type": "object",
         "properties": {

From 821a5b85c2a3462c4632569c6b39d7d7e1698bdb Mon Sep 17 00:00:00 2001
From: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Date: Tue, 13 Jan 2026 14:00:26 +0530
Subject: [PATCH 4/9] feat: Add conversations summary CSV export (#13110)

# Pull Request Template

## Description

This PR adds support for exporting conversation summary reports as CSV.
Previously, the Conversations report incorrectly showed an option to
download agent reports; this has now been fixed to export
conversation-level data instead.

Fixes
https://linear.app/chatwoot/issue/CW-6176/conversation-reports-export-button-exports-agent-reports-instead

## Type of change

- [x] Bug fix (non-breaking change which fixes an issue)
- [x] New feature (non-breaking change which adds functionality)

## How Has This Been Tested?

### Screenshot
<img width="1859" height="1154" alt="image"
src="https://github.com/user-attachments/assets/419d26f4-fda9-4782-aea6-55ffad0c37ab"
/>



## Checklist:

- [x] My code follows the style guidelines of this project
- [x] I have performed a self-review of my code
- [ ] I have commented on my code, particularly in hard-to-understand
areas
- [ ] I have made corresponding changes to the documentation
- [x] My changes generate no new warnings
- [x] I have added tests that prove my fix is effective or that my
feature works
- [x] New and existing unit tests pass locally with my changes
- [ ] Any dependent changes have been merged and published in downstream
modules

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
---
 .../api/v2/accounts/reports_controller.rb     |  5 +++++
 app/helpers/api/v2/accounts/reports_helper.rb | 19 ++++++++++++++++++
 app/javascript/dashboard/api/reports.js       |  6 ++++++
 .../dashboard/i18n/locale/en/report.json      |  2 +-
 .../dashboard/settings/reports/Index.vue      | 10 +++++-----
 .../dashboard/store/modules/reports.js        | 13 ++++++++++++
 .../modules/specs/reports/actions.spec.js     | 20 +++++++++++++++++++
 .../reports/conversations_summary.csv.erb     | 16 +++++++++++++++
 config/locales/en.yml                         |  8 ++++++++
 config/routes.rb                              |  1 +
 10 files changed, 94 insertions(+), 6 deletions(-)
 create mode 100644 app/views/api/v2/accounts/reports/conversations_summary.csv.erb

diff --git a/app/controllers/api/v2/accounts/reports_controller.rb b/app/controllers/api/v2/accounts/reports_controller.rb
index 6e2d0ff4c..714aeb0c9 100644
--- a/app/controllers/api/v2/accounts/reports_controller.rb
+++ b/app/controllers/api/v2/accounts/reports_controller.rb
@@ -38,6 +38,11 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     generate_csv('teams_report', 'api/v2/accounts/reports/teams')
   end
 
+  def conversations_summary
+    @report_data = generate_conversations_report
+    generate_csv('conversations_summary_report', 'api/v2/accounts/reports/conversations_summary')
+  end
+
   def conversation_traffic
     @report_data = generate_conversations_heatmap_report
     timezone_offset = (params[:timezone_offset] || 0).to_f
diff --git a/app/helpers/api/v2/accounts/reports_helper.rb b/app/helpers/api/v2/accounts/reports_helper.rb
index 23694d08d..1f34d7e97 100644
--- a/app/helpers/api/v2/accounts/reports_helper.rb
+++ b/app/helpers/api/v2/accounts/reports_helper.rb
@@ -46,6 +46,13 @@ module Api::V2::Accounts::ReportsHelper
     end
   end
 
+  def generate_conversations_report
+    builder = V2::Reports::Conversations::MetricBuilder.new(Current.account, build_params(type: :account))
+    summary = builder.summary
+
+    [generate_conversation_report_metrics(summary)]
+  end
+
   private
 
   def build_params(base_params)
@@ -71,4 +78,16 @@ module Api::V2::Accounts::ReportsHelper
       report[:resolved_conversations_count]
     ]
   end
+
+  def generate_conversation_report_metrics(summary)
+    [
+      summary[:conversations_count],
+      summary[:incoming_messages_count],
+      summary[:outgoing_messages_count],
+      Reports::TimeFormatPresenter.new(summary[:avg_first_response_time]).format,
+      Reports::TimeFormatPresenter.new(summary[:avg_resolution_time]).format,
+      summary[:resolutions_count],
+      Reports::TimeFormatPresenter.new(summary[:reply_time]).format
+    ]
+  end
 end
diff --git a/app/javascript/dashboard/api/reports.js b/app/javascript/dashboard/api/reports.js
index c87dfc82b..00f040f8e 100644
--- a/app/javascript/dashboard/api/reports.js
+++ b/app/javascript/dashboard/api/reports.js
@@ -61,6 +61,12 @@ class ReportsAPI extends ApiClient {
     });
   }
 
+  getConversationsSummaryReports({ from: since, to: until, businessHours }) {
+    return axios.get(`${this.url}/conversations_summary`, {
+      params: { since, until, business_hours: businessHours },
+    });
+  }
+
   getConversationTrafficCSV({ daysBefore = 6 } = {}) {
     return axios.get(`${this.url}/conversation_traffic`, {
       params: { timezone_offset: getTimeOffset(), days_before: daysBefore },
diff --git a/app/javascript/dashboard/i18n/locale/en/report.json b/app/javascript/dashboard/i18n/locale/en/report.json
index dbf59f603..91eda0af0 100644
--- a/app/javascript/dashboard/i18n/locale/en/report.json
+++ b/app/javascript/dashboard/i18n/locale/en/report.json
@@ -3,7 +3,7 @@
     "HEADER": "Conversations",
     "LOADING_CHART": "Loading chart data...",
     "NO_ENOUGH_DATA": "We've not received enough data points to generate report, Please try again later.",
-    "DOWNLOAD_AGENT_REPORTS": "Download agent reports",
+    "DOWNLOAD_CONVERSATION_REPORTS": "Download conversation reports",
     "DATA_FETCHING_FAILED": "Failed to fetch data, please try again later.",
     "SUMMARY_FETCHING_FAILED": "Failed to fetch summary, please try again later.",
     "METRICS": {
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue
index 0cade8635..bf45fe7b4 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/Index.vue
@@ -76,14 +76,14 @@ export default {
         businessHours,
       };
     },
-    downloadAgentReports() {
+    downloadConversationReports() {
       const { from, to } = this;
       const fileName = generateFileName({
-        type: 'agent',
+        type: 'conversation',
         to,
         businessHours: this.businessHours,
       });
-      this.$store.dispatch('downloadAgentReports', {
+      this.$store.dispatch('downloadConversationsSummaryReports', {
         from,
         to,
         fileName,
@@ -109,10 +109,10 @@ export default {
 <template>
   <ReportHeader :header-title="$t('REPORT.HEADER')">
     <V4Button
-      :label="$t('REPORT.DOWNLOAD_AGENT_REPORTS')"
+      :label="$t('REPORT.DOWNLOAD_CONVERSATION_REPORTS')"
       icon="i-ph-download-simple"
       size="sm"
-      @click="downloadAgentReports"
+      @click="downloadConversationReports"
     />
   </ReportHeader>
   <div class="flex flex-col gap-3">
diff --git a/app/javascript/dashboard/store/modules/reports.js b/app/javascript/dashboard/store/modules/reports.js
index 99b2acf18..bb62a9b17 100644
--- a/app/javascript/dashboard/store/modules/reports.js
+++ b/app/javascript/dashboard/store/modules/reports.js
@@ -234,6 +234,19 @@ export const actions = {
         console.error(error);
       });
   },
+  downloadConversationsSummaryReports(_, reportObj) {
+    return Report.getConversationsSummaryReports(reportObj)
+      .then(response => {
+        downloadCsvFile(reportObj.fileName, response.data);
+        AnalyticsHelper.track(REPORTS_EVENTS.DOWNLOAD_REPORT, {
+          reportType: 'conversations_summary',
+          businessHours: reportObj?.businessHours,
+        });
+      })
+      .catch(error => {
+        console.error(error);
+      });
+  },
   downloadLabelReports(_, reportObj) {
     return Report.getLabelReports(reportObj)
       .then(response => {
diff --git a/app/javascript/dashboard/store/modules/specs/reports/actions.spec.js b/app/javascript/dashboard/store/modules/specs/reports/actions.spec.js
index 41e5a1d79..1a6cd99e8 100644
--- a/app/javascript/dashboard/store/modules/specs/reports/actions.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/reports/actions.spec.js
@@ -201,4 +201,24 @@ describe('#actions', () => {
       );
     });
   });
+
+  describe('#downloadConversationsSummaryReports', () => {
+    it('open CSV download prompt if API is success', async () => {
+      const data = `Conversations,Messages received,Messages sent,Avg first response time,Avg resolution time,Resolution count,Avg customer waiting time
+      217,323,623,23 hours 22 minutes,179 days 18 hours,30,48 days 4 hours`;
+      axios.get.mockResolvedValue({ data });
+      const param = {
+        from: 1631039400,
+        to: 1635013800,
+        fileName: 'conversations-summary-report-24-10-2021.csv',
+      };
+      actions.downloadConversationsSummaryReports(1, param);
+      await flushPromises();
+
+      expect(DownloadHelper.downloadCsvFile).toBeCalledWith(
+        param.fileName,
+        data
+      );
+    });
+  });
 });
diff --git a/app/views/api/v2/accounts/reports/conversations_summary.csv.erb b/app/views/api/v2/accounts/reports/conversations_summary.csv.erb
new file mode 100644
index 000000000..5055739b6
--- /dev/null
+++ b/app/views/api/v2/accounts/reports/conversations_summary.csv.erb
@@ -0,0 +1,16 @@
+<%= CSVSafe.generate_line [I18n.t('reports.period', since: Date.strptime(params[:since], '%s'), until: Date.strptime(params[:until], '%s'))] %>
+
+<% headers = [
+  I18n.t('reports.conversation_csv.conversations_count'),
+  I18n.t('reports.conversation_csv.incoming_messages_count'),
+  I18n.t('reports.conversation_csv.outgoing_messages_count'),
+  I18n.t('reports.conversation_csv.avg_first_response_time'),
+  I18n.t('reports.conversation_csv.avg_resolution_time'),
+  I18n.t('reports.conversation_csv.resolution_count'),
+  I18n.t('reports.conversation_csv.avg_customer_waiting_time')
+]
+%>
+<%= CSVSafe.generate_line headers -%>
+<% @report_data.each do |row| %>
+<%= CSVSafe.generate_line row -%>
+<% end %>
diff --git a/config/locales/en.yml b/config/locales/en.yml
index d9ca2f1be..bacd007bb 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -172,6 +172,14 @@ en:
       avg_resolution_time: Avg resolution time
       resolution_count: Resolution Count
       avg_customer_waiting_time: Avg customer waiting time
+    conversation_csv:
+      conversations_count: Conversations
+      incoming_messages_count: Messages received
+      outgoing_messages_count: Messages sent
+      avg_first_response_time: Avg first response time
+      avg_resolution_time: Avg resolution time
+      resolution_count: Resolution count
+      avg_customer_waiting_time: Avg customer waiting time
     conversation_traffic_csv:
       timezone: Timezone
     sla_csv:
diff --git a/config/routes.rb b/config/routes.rb
index aa06d8f09..bdc8e4fe6 100644
--- a/config/routes.rb
+++ b/config/routes.rb
@@ -430,6 +430,7 @@ Rails.application.routes.draw do
               get :labels
               get :teams
               get :conversations
+              get :conversations_summary
               get :conversation_traffic
               get :bot_metrics
             end

From 7b51939f07db9fde65e7753e31f1045eb554755e Mon Sep 17 00:00:00 2001
From: Shivam Mishra <scm.mymail@gmail.com>
Date: Tue, 13 Jan 2026 14:47:27 +0530
Subject: [PATCH 5/9] fix: `country_code` should be checked against the contact
  (#13186)

---
 .../filter/helper/filterHelper.js             |  1 -
 .../components-next/filter/provider.js        | 12 -------
 .../conversation/advancedFilterItems/index.js | 12 -------
 .../conversations/helpers/filterHelpers.js    |  1 -
 ..._country_code_from_conversation_filters.rb | 32 +++++++++++++++++++
 db/schema.rb                                  |  2 +-
 lib/filters/filter_keys.yml                   |  6 ----
 .../conditions_filter_service_spec.rb         | 20 ++++++++++++
 8 files changed, 53 insertions(+), 33 deletions(-)
 create mode 100644 db/migrate/20260112092041_remove_country_code_from_conversation_filters.rb

diff --git a/app/javascript/dashboard/components-next/filter/helper/filterHelper.js b/app/javascript/dashboard/components-next/filter/helper/filterHelper.js
index e275c58a8..274eecb49 100644
--- a/app/javascript/dashboard/components-next/filter/helper/filterHelper.js
+++ b/app/javascript/dashboard/components-next/filter/helper/filterHelper.js
@@ -11,7 +11,6 @@ export const CONVERSATION_ATTRIBUTES = {
   CAMPAIGN_ID: 'campaign_id',
   LABELS: 'labels',
   BROWSER_LANGUAGE: 'browser_language',
-  COUNTRY_CODE: 'country_code',
   REFERER: 'referer',
   CREATED_AT: 'created_at',
   LAST_ACTIVITY_AT: 'last_activity_at',
diff --git a/app/javascript/dashboard/components-next/filter/provider.js b/app/javascript/dashboard/components-next/filter/provider.js
index 7fd600da9..fc418b132 100644
--- a/app/javascript/dashboard/components-next/filter/provider.js
+++ b/app/javascript/dashboard/components-next/filter/provider.js
@@ -7,7 +7,6 @@ import {
   buildAttributesFilterTypes,
   CONVERSATION_ATTRIBUTES,
 } from './helper/filterHelper';
-import countries from 'shared/constants/countries.js';
 import languages from 'dashboard/components/widgets/conversation/advancedFilterItems/languages.js';
 
 /**
@@ -218,17 +217,6 @@ export function useConversationFilterContext() {
       filterOperators: equalityOperators.value,
       attributeModel: 'additional',
     },
-    {
-      attributeKey: CONVERSATION_ATTRIBUTES.COUNTRY_CODE,
-      value: CONVERSATION_ATTRIBUTES.COUNTRY_CODE,
-      attributeName: t('FILTER.ATTRIBUTES.COUNTRY_NAME'),
-      label: t('FILTER.ATTRIBUTES.COUNTRY_NAME'),
-      inputType: 'searchSelect',
-      options: countries,
-      dataType: 'text',
-      filterOperators: equalityOperators.value,
-      attributeModel: 'additional',
-    },
     {
       attributeKey: CONVERSATION_ATTRIBUTES.REFERER,
       value: CONVERSATION_ATTRIBUTES.REFERER,
diff --git a/app/javascript/dashboard/components/widgets/conversation/advancedFilterItems/index.js b/app/javascript/dashboard/components/widgets/conversation/advancedFilterItems/index.js
index 08b456002..2c3c2fd13 100644
--- a/app/javascript/dashboard/components/widgets/conversation/advancedFilterItems/index.js
+++ b/app/javascript/dashboard/components/widgets/conversation/advancedFilterItems/index.js
@@ -78,14 +78,6 @@ const filterTypes = [
     filterOperators: OPERATOR_TYPES_1,
     attributeModel: 'additional',
   },
-  {
-    attributeKey: 'country_code',
-    attributeI18nKey: 'COUNTRY_NAME',
-    inputType: 'search_select',
-    dataType: 'text',
-    filterOperators: OPERATOR_TYPES_1,
-    attributeModel: 'additional',
-  },
   {
     attributeKey: 'referer',
     attributeI18nKey: 'REFERER_LINK',
@@ -171,10 +163,6 @@ export const filterAttributeGroups = [
         key: 'browser_language',
         i18nKey: 'BROWSER_LANGUAGE',
       },
-      {
-        key: 'country_code',
-        i18nKey: 'COUNTRY_NAME',
-      },
       {
         key: 'referer',
         i18nKey: 'REFERER_LINK',
diff --git a/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js b/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js
index 96f4a0123..c7060bee3 100644
--- a/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js
+++ b/app/javascript/dashboard/store/modules/conversations/helpers/filterHelpers.js
@@ -78,7 +78,6 @@ const getValueFromConversation = (conversation, attributeKey) => {
     case 'team_id':
       return conversation.meta?.team?.id;
     case 'browser_language':
-    case 'country_code':
     case 'referer':
       return conversation.additional_attributes?.[attributeKey];
     default:
diff --git a/db/migrate/20260112092041_remove_country_code_from_conversation_filters.rb b/db/migrate/20260112092041_remove_country_code_from_conversation_filters.rb
new file mode 100644
index 000000000..b2d176451
--- /dev/null
+++ b/db/migrate/20260112092041_remove_country_code_from_conversation_filters.rb
@@ -0,0 +1,32 @@
+class RemoveCountryCodeFromConversationFilters < ActiveRecord::Migration[7.1]
+  def up
+    CustomFilter.conversation
+                .where('query::text LIKE ?', '%country_code%')
+                .find_each do |custom_filter|
+      query = custom_filter.query || {}
+      payload = query['payload']
+
+      next unless payload.is_a?(Array)
+
+      updated_payload = payload.reject do |filter|
+        filter.is_a?(Hash) && filter['attribute_key'] == 'country_code'
+      end
+
+      next if updated_payload == payload
+
+      if updated_payload.empty?
+        custom_filter.delete
+        next
+      end
+
+      # rubocop:disable Rails/SkipsModelValidations
+      # we will skip model validation, since we don't want any callbacks running
+      custom_filter.update_columns(query: query.merge('payload' => updated_payload))
+      # rubocop:enable Rails/SkipsModelValidations
+    end
+  end
+
+  def down
+    # no-op: removed filters cannot be restored reliably
+  end
+end
diff --git a/db/schema.rb b/db/schema.rb
index ebdcffed0..bd4f0f968 100644
--- a/db/schema.rb
+++ b/db/schema.rb
@@ -10,7 +10,7 @@
 #
 # It's strongly recommended that you check this file into your version control system.
 
-ActiveRecord::Schema[7.1].define(version: 2025_12_29_081141) do
+ActiveRecord::Schema[7.1].define(version: 2026_01_12_092041) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
diff --git a/lib/filters/filter_keys.yml b/lib/filters/filter_keys.yml
index 626a0cbd5..bfaf39325 100644
--- a/lib/filters/filter_keys.yml
+++ b/lib/filters/filter_keys.yml
@@ -86,12 +86,6 @@ conversations:
     filter_operators:
       - "equal_to"
       - "not_equal_to"
-  country_code:
-    attribute_type: "additional_attributes"
-    data_type: "text"
-    filter_operators:
-      - "equal_to"
-      - "not_equal_to"
   referer:
     attribute_type: "additional_attributes"
     data_type: "link"
diff --git a/spec/services/automation_rules/conditions_filter_service_spec.rb b/spec/services/automation_rules/conditions_filter_service_spec.rb
index 5efd26341..426cb533e 100644
--- a/spec/services/automation_rules/conditions_filter_service_spec.rb
+++ b/spec/services/automation_rules/conditions_filter_service_spec.rb
@@ -215,5 +215,25 @@ RSpec.describe AutomationRules::ConditionsFilterService do
         end
       end
     end
+
+    context 'when conditions based on contact country_code' do
+      before do
+        conversation.update(additional_attributes: { country_code: 'US' })
+        conversation.contact.update(additional_attributes: { country_code: 'IN' })
+        rule.conditions = [
+          { 'values': ['IN'], 'attribute_key': 'country_code', 'query_operator': nil, 'filter_operator': 'equal_to' }
+        ]
+        rule.save
+      end
+
+      it 'matches against the contact additional_attributes' do
+        expect(described_class.new(rule, conversation, { changed_attributes: {} }).perform).to be(true)
+      end
+
+      it 'returns false when the contact country_code does not match' do
+        conversation.contact.update(additional_attributes: { country_code: 'GB' })
+        expect(described_class.new(rule, conversation, { changed_attributes: {} }).perform).to be(false)
+      end
+    end
   end
 end

From c483034a07d29ec5a0848a73b1fe264e4374302d Mon Sep 17 00:00:00 2001
From: Muhsin Keloth <muhsinkeramam@gmail.com>
Date: Tue, 13 Jan 2026 16:32:02 +0400
Subject: [PATCH 6/9] feat: Add support for sending CSAT surveys via templates
 (Whatsapp Twilio) (#13143)

Fixes
https://linear.app/chatwoot/issue/CW-6189/support-for-sending-csat-surveys-via-approved-whatsapp

---------

Co-authored-by: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Co-authored-by: Vinay Keerthi <11478411+stonecharioteer@users.noreply.github.com>
Co-authored-by: iamsivin <iamsivin@gmail.com>
Co-authored-by: Copilot <175728472+Copilot@users.noreply.github.com>
---
 .../inbox_csat_templates_controller.rb        | 113 +++-------
 .../api/v1/accounts/inboxes_controller.rb     |   2 +-
 .../settingsPage/CustomerSatisfactionPage.vue |  80 +++++--
 app/models/inbox.rb                           |   4 +
 app/services/csat_survey_service.rb           |  42 +++-
 .../csat_template_management_service.rb       | 196 +++++++++++++++++
 .../csat_template_name_service.rb             |   2 +-
 .../twilio/csat_template_api_client.rb        |  68 ++++++
 app/services/twilio/csat_template_service.rb  | 204 ++++++++++++++++++
 app/services/twilio/send_on_twilio_service.rb |  20 ++
 .../whatsapp/csat_template_service.rb         |   4 +-
 .../providers/whatsapp_cloud_service.rb       |   2 +-
 .../inbox_csat_templates_controller_spec.rb   |  68 +++---
 .../twilio/send_on_twilio_service_spec.rb     | 149 ++++++++++++-
 14 files changed, 808 insertions(+), 146 deletions(-)
 create mode 100644 app/services/csat_template_management_service.rb
 rename app/services/{whatsapp => }/csat_template_name_service.rb (97%)
 create mode 100644 app/services/twilio/csat_template_api_client.rb
 create mode 100644 app/services/twilio/csat_template_service.rb

diff --git a/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb b/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb
index d17fe35fb..bb5dab680 100644
--- a/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb
+++ b/app/controllers/api/v1/accounts/inbox_csat_templates_controller.rb
@@ -1,38 +1,27 @@
 class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController
-  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
-  DEFAULT_LANGUAGE = 'en'.freeze
-
   before_action :fetch_inbox
   before_action :validate_whatsapp_channel
 
   def show
-    template = @inbox.csat_config&.dig('template')
-    return render json: { template_exists: false } unless template
+    service = CsatTemplateManagementService.new(@inbox)
+    result = service.template_status
 
-    template_name = template['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
-    status_result = @inbox.channel.provider_service.get_template_status(template_name)
-
-    render_template_status_response(status_result, template_name)
-  rescue StandardError => e
-    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
-    render json: { error: e.message }, status: :internal_server_error
+    if result[:service_error]
+      render json: { error: result[:service_error] }, status: :internal_server_error
+    else
+      render json: result
+    end
   end
 
   def create
     template_params = extract_template_params
     return render_missing_message_error if template_params[:message].blank?
 
-    # Delete existing template even though we are using a new one.
-    # We don't want too many templates in the business portfolio, but the create operation shouldn't fail if deletion fails.
-    delete_existing_template_if_needed
-
-    result = create_template_via_provider(template_params)
+    service = CsatTemplateManagementService.new(@inbox)
+    result = service.create_template(template_params)
     render_template_creation_result(result)
   rescue ActionController::ParameterMissing
     render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
-  rescue StandardError => e
-    Rails.logger.error "Error creating CSAT template: #{e.message}"
-    render json: { error: 'Template creation failed' }, status: :internal_server_error
   end
 
   private
@@ -43,9 +32,9 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
   end
 
   def validate_whatsapp_channel
-    return if @inbox.whatsapp?
+    return if @inbox.whatsapp? || @inbox.twilio_whatsapp?
 
-    render json: { error: 'CSAT template operations only available for WhatsApp channels' },
+    render json: { error: 'CSAT template operations only available for WhatsApp and Twilio WhatsApp channels' },
            status: :bad_request
   end
 
@@ -57,35 +46,36 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     render json: { error: 'Message is required' }, status: :unprocessable_entity
   end
 
-  def create_template_via_provider(template_params)
-    template_config = {
-      message: template_params[:message],
-      button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
-      base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
-      language: template_params[:language] || DEFAULT_LANGUAGE,
-      template_name: Whatsapp::CsatTemplateNameService.csat_template_name(@inbox.id)
-    }
-
-    @inbox.channel.provider_service.create_csat_template(template_config)
-  end
-
   def render_template_creation_result(result)
     if result[:success]
       render_successful_template_creation(result)
+    elsif result[:service_error]
+      render json: { error: result[:service_error] }, status: :internal_server_error
     else
       render_failed_template_creation(result)
     end
   end
 
   def render_successful_template_creation(result)
-    render json: {
-      template: {
-        name: result[:template_name],
-        template_id: result[:template_id],
-        status: 'PENDING',
-        language: result[:language] || DEFAULT_LANGUAGE
-      }
-    }, status: :created
+    if @inbox.twilio_whatsapp?
+      render json: {
+        template: {
+          friendly_name: result[:friendly_name],
+          content_sid: result[:content_sid],
+          status: result[:status] || 'pending',
+          language: result[:language] || 'en'
+        }
+      }, status: :created
+    else
+      render json: {
+        template: {
+          name: result[:template_name],
+          template_id: result[:template_id],
+          status: 'PENDING',
+          language: result[:language] || 'en'
+        }
+      }, status: :created
+    end
   end
 
   def render_failed_template_creation(result)
@@ -98,45 +88,6 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     }, status: :unprocessable_entity
   end
 
-  def delete_existing_template_if_needed
-    template = @inbox.csat_config&.dig('template')
-    return true if template.blank?
-
-    template_name = template['name']
-    return true if template_name.blank?
-
-    template_status = @inbox.channel.provider_service.get_template_status(template_name)
-    return true unless template_status[:success]
-
-    deletion_result = @inbox.channel.provider_service.delete_csat_template(template_name)
-    if deletion_result[:success]
-      Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
-      true
-    else
-      Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
-      false
-    end
-  rescue StandardError => e
-    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
-    false
-  end
-
-  def render_template_status_response(status_result, template_name)
-    if status_result[:success]
-      render json: {
-        template_exists: true,
-        template_name: template_name,
-        status: status_result[:template][:status],
-        template_id: status_result[:template][:id]
-      }
-    else
-      render json: {
-        template_exists: false,
-        error: 'Template not found'
-      }
-    end
-  end
-
   def parse_whatsapp_error(response_body)
     return { user_message: nil, technical_details: nil } if response_body.blank?
 
diff --git a/app/controllers/api/v1/accounts/inboxes_controller.rb b/app/controllers/api/v1/accounts/inboxes_controller.rb
index 1c8845c04..322c7c7fe 100644
--- a/app/controllers/api/v1/accounts/inboxes_controller.rb
+++ b/app/controllers/api/v1/accounts/inboxes_controller.rb
@@ -176,7 +176,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
      :lock_to_single_conversation, :portal_id, :sender_name_type, :business_name,
      { csat_config: [:display_type, :message, :button_text, :language,
                      { survey_rules: [:operator, { values: [] }],
-                       template: [:name, :template_id, :created_at, :language] }] }]
+                       template: [:name, :template_id, :friendly_name, :content_sid, :approval_sid, :created_at, :language, :status] }] }]
   end
 
   def permitted_params(channel_attributes = [])
diff --git a/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue b/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue
index 9cf9c688f..9e91f9642 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/inbox/settingsPage/CustomerSatisfactionPage.vue
@@ -28,10 +28,15 @@ const { t } = useI18n();
 const store = useStore();
 const labels = useMapGetter('labels/getLabels');
 
-const { isAWhatsAppCloudChannel: isWhatsAppChannel } = useInbox(
+const { isAWhatsAppChannel, isATwilioWhatsAppChannel } = useInbox(
   props.inbox?.id
 );
 
+// Computed to check if it's any type of WhatsApp channel (Cloud or Twilio)
+const isAnyWhatsAppChannel = computed(
+  () => isAWhatsAppChannel.value || isATwilioWhatsAppChannel.value
+);
+
 const isUpdating = ref(false);
 const selectedLabelValues = ref([]);
 const currentLabel = ref('');
@@ -116,7 +121,9 @@ const templateApprovalStatus = computed(() => {
 
   // Handle existing template with status
   if (templateStatus.value?.template_exists && templateStatus.value.status) {
-    return statusMap[templateStatus.value.status] || statusMap.PENDING;
+    // Convert status to uppercase for consistency with statusMap keys
+    const normalizedStatus = templateStatus.value.status.toUpperCase();
+    return statusMap[normalizedStatus] || statusMap.PENDING;
   }
 
   // Default case - no template exists
@@ -155,7 +162,7 @@ const initializeState = () => {
     : [];
 
   // Store original template values for change detection
-  if (isWhatsAppChannel.value) {
+  if (isAnyWhatsAppChannel.value) {
     originalTemplateValues.value = {
       message: state.message,
       templateButtonText: state.templateButtonText,
@@ -165,7 +172,7 @@ const initializeState = () => {
 };
 
 const checkTemplateStatus = async () => {
-  if (!isWhatsAppChannel.value) return;
+  if (!isAnyWhatsAppChannel.value) return;
 
   try {
     templateLoading.value = true;
@@ -195,7 +202,7 @@ const checkTemplateStatus = async () => {
 onMounted(() => {
   initializeState();
   if (!labels.value?.length) store.dispatch('labels/get');
-  if (isWhatsAppChannel.value) checkTemplateStatus();
+  if (isAnyWhatsAppChannel.value) checkTemplateStatus();
 });
 
 watch(() => props.inbox, initializeState, { immediate: true });
@@ -225,7 +232,7 @@ const removeLabel = label => {
 
 // Check if template-related fields have changed
 const hasTemplateChanges = () => {
-  if (!isWhatsAppChannel.value) return false;
+  if (!isAnyWhatsAppChannel.value) return false;
 
   const original = originalTemplateValues.value;
   return (
@@ -254,10 +261,28 @@ const shouldCreateTemplate = () => {
 
 // Build template config for saving
 const buildTemplateConfig = () => {
-  if (!hasExistingTemplate()) return null;
+  if (!hasExistingTemplate()) {
+    return null;
+  }
 
   const { template_name, template_id, template, status } =
     templateStatus.value || {};
+
+  if (isATwilioWhatsAppChannel.value) {
+    // Twilio WhatsApp format - get from existing template config
+    const existingTemplate = props.inbox?.csat_config?.template;
+
+    return existingTemplate
+      ? {
+          friendly_name: existingTemplate.friendly_name,
+          content_sid: existingTemplate.content_sid,
+          language: existingTemplate.language || state.templateLanguage,
+          status: existingTemplate.status || status,
+        }
+      : null;
+  }
+
+  // WhatsApp Cloud format
   return {
     name: template_name,
     template_id,
@@ -273,11 +298,11 @@ const updateInbox = async attributes => {
     ...attributes,
   };
 
-  return store.dispatch('inboxes/updateInbox', payload);
+  await store.dispatch('inboxes/updateInbox', payload);
 };
 
 const createTemplate = async () => {
-  if (!isWhatsAppChannel.value) return null;
+  if (!isAnyWhatsAppChannel.value) return null;
 
   const response = await store.dispatch('inboxes/createCSATTemplate', {
     inboxId: props.inbox.id,
@@ -298,7 +323,7 @@ const performSave = async () => {
 
     // For WhatsApp channels, create template first if needed
     if (
-      isWhatsAppChannel.value &&
+      isAnyWhatsAppChannel.value &&
       state.csatSurveyEnabled &&
       shouldCreateTemplate()
     ) {
@@ -326,13 +351,25 @@ const performSave = async () => {
 
     // Use new template data if created, otherwise preserve existing template information
     if (newTemplateData) {
-      csatConfig.template = {
-        name: newTemplateData.name,
-        template_id: newTemplateData.template_id,
-        language: newTemplateData.language,
-        status: newTemplateData.status,
-        created_at: new Date().toISOString(),
-      };
+      if (isATwilioWhatsAppChannel.value) {
+        // Twilio WhatsApp template format
+        csatConfig.template = {
+          friendly_name: newTemplateData.friendly_name,
+          content_sid: newTemplateData.content_sid,
+          language: newTemplateData.language,
+          status: newTemplateData.status,
+          created_at: new Date().toISOString(),
+        };
+      } else {
+        // WhatsApp Cloud template format
+        csatConfig.template = {
+          name: newTemplateData.name,
+          template_id: newTemplateData.template_id,
+          language: newTemplateData.language,
+          status: newTemplateData.status,
+          created_at: new Date().toISOString(),
+        };
+      }
     } else {
       const templateConfig = buildTemplateConfig();
       if (templateConfig) {
@@ -356,8 +393,9 @@ const performSave = async () => {
 
 const saveSettings = async () => {
   // Check if we need to show confirmation dialog for WhatsApp template changes
+  // This applies to both WhatsApp Cloud and Twilio WhatsApp channels
   if (
-    isWhatsAppChannel.value &&
+    isAnyWhatsAppChannel.value &&
     state.csatSurveyEnabled &&
     hasExistingTemplate() &&
     hasTemplateChanges()
@@ -390,7 +428,7 @@ const handleConfirmTemplateUpdate = async () => {
       <div class="grid gap-5">
         <!-- Show display type only for non-WhatsApp channels -->
         <WithLabel
-          v-if="!isWhatsAppChannel"
+          v-if="!isAnyWhatsAppChannel"
           :label="$t('INBOX_MGMT.CSAT.DISPLAY_TYPE.LABEL')"
           name="display_type"
         >
@@ -400,7 +438,7 @@ const handleConfirmTemplateUpdate = async () => {
           />
         </WithLabel>
 
-        <template v-if="isWhatsAppChannel">
+        <template v-if="isAnyWhatsAppChannel">
           <div
             class="flex flex-col gap-4 justify-between w-full lg:flex-row lg:gap-6"
           >
@@ -536,7 +574,7 @@ const handleConfirmTemplateUpdate = async () => {
         </WithLabel>
         <p class="text-sm italic text-n-slate-11">
           {{
-            isWhatsAppChannel
+            isAnyWhatsAppChannel
               ? $t('INBOX_MGMT.CSAT.WHATSAPP_NOTE')
               : $t('INBOX_MGMT.CSAT.NOTE')
           }}
diff --git a/app/models/inbox.rb b/app/models/inbox.rb
index 94b90fa2a..0a26462ad 100644
--- a/app/models/inbox.rb
+++ b/app/models/inbox.rb
@@ -158,6 +158,10 @@ class Inbox < ApplicationRecord
     channel_type == 'Channel::Whatsapp'
   end
 
+  def twilio_whatsapp?
+    channel_type == 'Channel::TwilioSms' && channel.medium == 'whatsapp'
+  end
+
   def assignable_agents
     (account.users.where(id: members.select(:user_id)) + account.administrators).uniq
   end
diff --git a/app/services/csat_survey_service.rb b/app/services/csat_survey_service.rb
index 9afddc6d3..6c8a288b8 100644
--- a/app/services/csat_survey_service.rb
+++ b/app/services/csat_survey_service.rb
@@ -6,6 +6,8 @@ class CsatSurveyService
 
     if whatsapp_channel? && template_available_and_approved?
       send_whatsapp_template_survey
+    elsif inbox.twilio_whatsapp? && twilio_template_available_and_approved?
+      send_twilio_whatsapp_template_survey
     elsif within_messaging_window?
       ::MessageTemplates::Template::CsatSurvey.new(conversation: conversation).perform
     else
@@ -45,7 +47,7 @@ class CsatSurveyService
     template_config = inbox.csat_config&.dig('template')
     return false unless template_config
 
-    template_name = template_config['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(inbox.id)
+    template_name = template_config['name'] || CsatTemplateNameService.csat_template_name(inbox.id)
 
     status_result = inbox.channel.provider_service.get_template_status(template_name)
 
@@ -55,9 +57,25 @@ class CsatSurveyService
     false
   end
 
+  def twilio_template_available_and_approved?
+    template_config = inbox.csat_config&.dig('template')
+    return false unless template_config
+
+    content_sid = template_config['content_sid']
+    return false unless content_sid
+
+    template_service = Twilio::CsatTemplateService.new(inbox.channel)
+    status_result = template_service.get_template_status(content_sid)
+
+    status_result[:success] && status_result[:template][:status] == 'approved'
+  rescue StandardError => e
+    Rails.logger.error "Error checking Twilio CSAT template status: #{e.message}"
+    false
+  end
+
   def send_whatsapp_template_survey
     template_config = inbox.csat_config&.dig('template')
-    template_name = template_config['name'] || Whatsapp::CsatTemplateNameService.csat_template_name(inbox.id)
+    template_name = template_config['name'] || CsatTemplateNameService.csat_template_name(inbox.id)
 
     phone_number = conversation.contact_inbox.source_id
     template_info = build_template_info(template_name, template_config)
@@ -95,6 +113,26 @@ class CsatSurveyService
     )
   end
 
+  def send_twilio_whatsapp_template_survey
+    template_config = inbox.csat_config&.dig('template')
+    content_sid = template_config['content_sid']
+
+    phone_number = conversation.contact_inbox.source_id
+    content_variables = { '1' => conversation.uuid }
+    message = build_csat_message
+
+    send_service = Twilio::SendOnTwilioService.new(message: message)
+    result = send_service.send_csat_template_message(
+      phone_number: phone_number,
+      content_sid: content_sid,
+      content_variables: content_variables
+    )
+
+    message.update!(source_id: result[:message_id]) if result[:success] && result[:message_id].present?
+  rescue StandardError => e
+    Rails.logger.error "Error sending Twilio WhatsApp CSAT template for conversation #{conversation.id}: #{e.message}"
+  end
+
   def create_csat_not_sent_activity_message
     content = I18n.t('conversations.activity.csat.not_sent_due_to_messaging_window')
     activity_message_params = {
diff --git a/app/services/csat_template_management_service.rb b/app/services/csat_template_management_service.rb
new file mode 100644
index 000000000..064804082
--- /dev/null
+++ b/app/services/csat_template_management_service.rb
@@ -0,0 +1,196 @@
+class CsatTemplateManagementService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+
+  def initialize(inbox)
+    @inbox = inbox
+  end
+
+  def template_status
+    template = @inbox.csat_config&.dig('template')
+    return { template_exists: false } unless template
+
+    if @inbox.twilio_whatsapp?
+      get_twilio_template_status(template)
+    else
+      get_whatsapp_template_status(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error fetching CSAT template status: #{e.message}"
+    { service_error: e.message }
+  end
+
+  def create_template(template_params)
+    validate_template_params!(template_params)
+
+    delete_existing_template_if_needed
+
+    result = create_template_via_provider(template_params)
+    update_inbox_csat_config(result) if result[:success]
+
+    result
+  rescue StandardError => e
+    Rails.logger.error "Error creating CSAT template: #{e.message}"
+    { success: false, service_error: 'Template creation failed' }
+  end
+
+  private
+
+  def validate_template_params!(template_params)
+    raise ActionController::ParameterMissing, 'message' if template_params[:message].blank?
+  end
+
+  def create_template_via_provider(template_params)
+    if @inbox.twilio_whatsapp?
+      create_twilio_template(template_params)
+    else
+      create_whatsapp_template(template_params)
+    end
+  end
+
+  def create_twilio_template(template_params)
+    template_config = build_template_config(template_params)
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    template_service.create_template(template_config)
+  end
+
+  def create_whatsapp_template(template_params)
+    template_config = build_template_config(template_params)
+    Whatsapp::CsatTemplateService.new(@inbox.channel).create_template(template_config)
+  end
+
+  def build_template_config(template_params)
+    {
+      message: template_params[:message],
+      button_text: template_params[:button_text] || DEFAULT_BUTTON_TEXT,
+      base_url: ENV.fetch('FRONTEND_URL', 'http://localhost:3000'),
+      language: template_params[:language] || DEFAULT_LANGUAGE,
+      template_name: CsatTemplateNameService.csat_template_name(@inbox.id)
+    }
+  end
+
+  def update_inbox_csat_config(result)
+    current_config = @inbox.csat_config || {}
+    template_data = build_template_data_from_result(result)
+    updated_config = current_config.merge('template' => template_data)
+    @inbox.update!(csat_config: updated_config)
+  end
+
+  def build_template_data_from_result(result)
+    if @inbox.twilio_whatsapp?
+      build_twilio_template_data(result)
+    else
+      build_whatsapp_cloud_template_data(result)
+    end
+  end
+
+  def build_twilio_template_data(result)
+    {
+      'friendly_name' => result[:friendly_name],
+      'content_sid' => result[:content_sid],
+      'approval_sid' => result[:approval_sid],
+      'language' => result[:language],
+      'status' => result[:whatsapp_status] || result[:status],
+      'created_at' => Time.current.iso8601
+    }.compact
+  end
+
+  def build_whatsapp_cloud_template_data(result)
+    {
+      'name' => result[:template_name],
+      'template_id' => result[:template_id],
+      'language' => result[:language],
+      'created_at' => Time.current.iso8601
+    }
+  end
+
+  def get_twilio_template_status(template)
+    content_sid = template['content_sid']
+    return { template_exists: false } unless content_sid
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    status_result = template_service.get_template_status(content_sid)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        friendly_name: template['friendly_name'],
+        content_sid: template['content_sid'],
+        status: status_result[:template][:status],
+        language: template['language']
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def get_whatsapp_template_status(template)
+    template_name = template['name'] || CsatTemplateNameService.csat_template_name(@inbox.id)
+    status_result = Whatsapp::CsatTemplateService.new(@inbox.channel).get_template_status(template_name)
+
+    if status_result[:success]
+      {
+        template_exists: true,
+        template_name: template_name,
+        status: status_result[:template][:status],
+        template_id: status_result[:template][:id]
+      }
+    else
+      {
+        template_exists: false,
+        error: 'Template not found'
+      }
+    end
+  end
+
+  def delete_existing_template_if_needed
+    template = @inbox.csat_config&.dig('template')
+    return true if template.blank?
+
+    if @inbox.twilio_whatsapp?
+      delete_existing_twilio_template(template)
+    else
+      delete_existing_whatsapp_template(template)
+    end
+  rescue StandardError => e
+    Rails.logger.error "Error during template deletion for inbox #{@inbox.id}: #{e.message}"
+    false
+  end
+
+  def delete_existing_twilio_template(template)
+    content_sid = template['content_sid']
+    return true if content_sid.blank?
+
+    template_service = Twilio::CsatTemplateService.new(@inbox.channel)
+    deletion_result = template_service.delete_template(nil, content_sid)
+
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing Twilio CSAT template '#{content_sid}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  end
+
+  def delete_existing_whatsapp_template(template)
+    template_name = template['name']
+    return true if template_name.blank?
+
+    csat_template_service = Whatsapp::CsatTemplateService.new(@inbox.channel)
+    template_status = csat_template_service.get_template_status(template_name)
+    return true unless template_status[:success]
+
+    deletion_result = csat_template_service.delete_template(template_name)
+    if deletion_result[:success]
+      Rails.logger.info "Deleted existing CSAT template '#{template_name}' for inbox #{@inbox.id}"
+      true
+    else
+      Rails.logger.warn "Failed to delete existing CSAT template '#{template_name}' for inbox #{@inbox.id}: #{deletion_result[:response_body]}"
+      false
+    end
+  end
+end
diff --git a/app/services/whatsapp/csat_template_name_service.rb b/app/services/csat_template_name_service.rb
similarity index 97%
rename from app/services/whatsapp/csat_template_name_service.rb
rename to app/services/csat_template_name_service.rb
index 223efda04..ac2500abc 100644
--- a/app/services/whatsapp/csat_template_name_service.rb
+++ b/app/services/csat_template_name_service.rb
@@ -1,4 +1,4 @@
-class Whatsapp::CsatTemplateNameService
+class CsatTemplateNameService
   CSAT_BASE_NAME = 'customer_satisfaction_survey'.freeze
 
   # Generates template names like: customer_satisfaction_survey_{inbox_id}_{version_number}
diff --git a/app/services/twilio/csat_template_api_client.rb b/app/services/twilio/csat_template_api_client.rb
new file mode 100644
index 000000000..e5e9b1b75
--- /dev/null
+++ b/app/services/twilio/csat_template_api_client.rb
@@ -0,0 +1,68 @@
+class Twilio::CsatTemplateApiClient
+  def initialize(twilio_channel)
+    @twilio_channel = twilio_channel
+  end
+
+  def create_template(request_body)
+    HTTParty.post(
+      "#{api_base_path}/v1/Content",
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def submit_for_approval(approval_url, template_name, category)
+    request_body = {
+      name: template_name,
+      category: category
+    }
+
+    HTTParty.post(
+      approval_url,
+      headers: api_headers,
+      body: request_body.to_json
+    )
+  end
+
+  def delete_template(content_sid)
+    HTTParty.delete(
+      "#{api_base_path}/v1/Content/#{content_sid}",
+      headers: api_headers
+    )
+  end
+
+  def fetch_template(content_sid)
+    HTTParty.get(
+      "#{api_base_path}/v1/Content/#{content_sid}",
+      headers: api_headers
+    )
+  end
+
+  def fetch_approval_status(content_sid)
+    HTTParty.get(
+      "#{api_base_path}/v1/Content/#{content_sid}/ApprovalRequests",
+      headers: api_headers
+    )
+  end
+
+  private
+
+  def api_headers
+    {
+      'Authorization' => "Basic #{encoded_credentials}",
+      'Content-Type' => 'application/json'
+    }
+  end
+
+  def encoded_credentials
+    if @twilio_channel.api_key_sid.present?
+      Base64.strict_encode64("#{@twilio_channel.api_key_sid}:#{@twilio_channel.auth_token}")
+    else
+      Base64.strict_encode64("#{@twilio_channel.account_sid}:#{@twilio_channel.auth_token}")
+    end
+  end
+
+  def api_base_path
+    'https://content.twilio.com'
+  end
+end
diff --git a/app/services/twilio/csat_template_service.rb b/app/services/twilio/csat_template_service.rb
new file mode 100644
index 000000000..70be01a69
--- /dev/null
+++ b/app/services/twilio/csat_template_service.rb
@@ -0,0 +1,204 @@
+class Twilio::CsatTemplateService
+  DEFAULT_BUTTON_TEXT = 'Please rate us'.freeze
+  DEFAULT_LANGUAGE = 'en'.freeze
+  TEMPLATE_CATEGORY = 'UTILITY'.freeze
+  TEMPLATE_STATUS_PENDING = 'PENDING'.freeze
+  TEMPLATE_CONTENT_TYPE = 'twilio/call-to-action'.freeze
+
+  def initialize(twilio_channel)
+    @twilio_channel = twilio_channel
+    @api_client = Twilio::CsatTemplateApiClient.new(twilio_channel)
+  end
+
+  def create_template(template_config)
+    base_name = template_config[:template_name]
+    template_name = generate_template_name(base_name)
+    template_config_with_name = template_config.merge(template_name: template_name)
+
+    request_body = build_template_request_body(template_config_with_name)
+
+    # Step 1: Create template
+    response = @api_client.create_template(request_body)
+
+    return process_template_creation_response(response, template_config_with_name) unless response.success? && response['sid']
+
+    # Step 2: Submit for WhatsApp approval using the approval_create URL
+    approval_url = response.dig('links', 'approval_create')
+
+    if approval_url.present?
+      approval_response = submit_for_whatsapp_approval(approval_url, template_config_with_name[:template_name])
+      process_approval_response(approval_response, response, template_config_with_name)
+    else
+      Rails.logger.warn 'No approval_create URL provided in template creation response'
+      # Fallback if no approval URL provided
+      process_template_creation_response(response, template_config_with_name)
+    end
+  end
+
+  def delete_template(_template_name = nil, content_sid = nil)
+    content_sid ||= current_template_sid_from_config
+    return { success: false, error: 'No template to delete' } unless content_sid
+
+    response = @api_client.delete_template(content_sid)
+    { success: response.success?, response_body: response.body }
+  end
+
+  def get_template_status(content_sid)
+    return { success: false, error: 'No content SID provided' } unless content_sid
+
+    template_response = fetch_template_details(content_sid)
+    return template_response unless template_response[:success]
+
+    approval_response = fetch_approval_status(content_sid)
+    build_template_status_response(content_sid, template_response[:data], approval_response)
+  rescue StandardError => e
+    Rails.logger.error "Error fetching Twilio template status: #{e.message}"
+    { success: false, error: e.message }
+  end
+
+  private
+
+  def fetch_template_details(content_sid)
+    response = @api_client.fetch_template(content_sid)
+
+    if response.success?
+      { success: true, data: response }
+    else
+      Rails.logger.error "Failed to get template details: #{response.code} - #{response.body}"
+      { success: false, error: 'Template not found' }
+    end
+  end
+
+  def fetch_approval_status(content_sid)
+    @api_client.fetch_approval_status(content_sid)
+  end
+
+  def build_template_status_response(content_sid, template_response, approval_response)
+    if approval_response.success? && approval_response['whatsapp']
+      build_approved_template_response(content_sid, template_response, approval_response['whatsapp'])
+    else
+      build_pending_template_response(content_sid, template_response)
+    end
+  end
+
+  def build_approved_template_response(content_sid, template_response, whatsapp_data)
+    {
+      success: true,
+      template: {
+        content_sid: content_sid,
+        friendly_name: whatsapp_data['name'] || template_response['friendly_name'],
+        status: whatsapp_data['status'] || 'pending',
+        language: template_response['language'] || 'en'
+      }
+    }
+  end
+
+  def build_pending_template_response(content_sid, template_response)
+    {
+      success: true,
+      template: {
+        content_sid: content_sid,
+        friendly_name: template_response['friendly_name'],
+        status: 'pending',
+        language: template_response['language'] || 'en'
+      }
+    }
+  end
+
+  def generate_template_name(base_name)
+    current_template_name = current_template_name_from_config
+    CsatTemplateNameService.generate_next_template_name(base_name, @twilio_channel.inbox.id, current_template_name)
+  end
+
+  def current_template_name_from_config
+    @twilio_channel.inbox.csat_config&.dig('template', 'friendly_name')
+  end
+
+  def current_template_sid_from_config
+    @twilio_channel.inbox.csat_config&.dig('template', 'content_sid')
+  end
+
+  def template_exists_in_config?
+    content_sid = current_template_sid_from_config
+    friendly_name = current_template_name_from_config
+
+    content_sid.present? && friendly_name.present?
+  end
+
+  def build_template_request_body(template_config)
+    {
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      variables: {
+        '1' => '12345' # Example conversation UUID
+      },
+      types: {
+        TEMPLATE_CONTENT_TYPE => {
+          body: template_config[:message],
+          actions: [
+            {
+              type: 'URL',
+              title: template_config[:button_text] || DEFAULT_BUTTON_TEXT,
+              url: "#{template_config[:base_url]}/survey/responses/{{1}}"
+            }
+          ]
+        }
+      }
+    }
+  end
+
+  def submit_for_whatsapp_approval(approval_url, template_name)
+    @api_client.submit_for_approval(approval_url, template_name, TEMPLATE_CATEGORY)
+  end
+
+  def process_template_creation_response(response, template_config = {})
+    if response.success? && response['sid']
+      {
+        success: true,
+        content_sid: response['sid'],
+        friendly_name: template_config[:template_name],
+        language: template_config[:language] || DEFAULT_LANGUAGE,
+        status: TEMPLATE_STATUS_PENDING
+      }
+    else
+      Rails.logger.error "Twilio template creation failed: #{response.code} - #{response.body}"
+      {
+        success: false,
+        error: 'Template creation failed',
+        response_body: response.body
+      }
+    end
+  end
+
+  def process_approval_response(approval_response, creation_response, template_config)
+    if approval_response.success?
+      build_successful_approval_response(approval_response, creation_response, template_config)
+    else
+      build_failed_approval_response(approval_response, creation_response, template_config)
+    end
+  end
+
+  def build_successful_approval_response(approval_response, creation_response, template_config)
+    approval_data = approval_response.parsed_response
+    {
+      success: true,
+      content_sid: creation_response['sid'],
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      status: TEMPLATE_STATUS_PENDING,
+      approval_sid: approval_data['sid'],
+      whatsapp_status: approval_data.dig('whatsapp', 'status') || TEMPLATE_STATUS_PENDING
+    }
+  end
+
+  def build_failed_approval_response(approval_response, creation_response, template_config)
+    Rails.logger.error "Twilio template approval submission failed: #{approval_response.code} - #{approval_response.body}"
+    {
+      success: true,
+      content_sid: creation_response['sid'],
+      friendly_name: template_config[:template_name],
+      language: template_config[:language] || DEFAULT_LANGUAGE,
+      status: 'created'
+    }
+  end
+end
diff --git a/app/services/twilio/send_on_twilio_service.rb b/app/services/twilio/send_on_twilio_service.rb
index d2fe5719b..71e67aabf 100644
--- a/app/services/twilio/send_on_twilio_service.rb
+++ b/app/services/twilio/send_on_twilio_service.rb
@@ -1,4 +1,24 @@
 class Twilio::SendOnTwilioService < Base::SendOnChannelService
+  def send_csat_template_message(phone_number:, content_sid:, content_variables: {})
+    send_params = {
+      to: phone_number,
+      content_sid: content_sid
+    }
+
+    send_params[:content_variables] = content_variables.to_json if content_variables.present?
+    send_params[:status_callback] = channel.send(:twilio_delivery_status_index_url) if channel.respond_to?(:twilio_delivery_status_index_url, true)
+
+    # Add messaging service or from number
+    send_params = send_params.merge(channel.send(:send_message_from))
+
+    twilio_message = channel.send(:client).messages.create(**send_params)
+
+    { success: true, message_id: twilio_message.sid }
+  rescue Twilio::REST::TwilioError, Twilio::REST::RestError => e
+    Rails.logger.error "Failed to send Twilio template message: #{e.message}"
+    { success: false, error: e.message }
+  end
+
   private
 
   def channel_class
diff --git a/app/services/whatsapp/csat_template_service.rb b/app/services/whatsapp/csat_template_service.rb
index 43009b484..9bdbef8ca 100644
--- a/app/services/whatsapp/csat_template_service.rb
+++ b/app/services/whatsapp/csat_template_service.rb
@@ -19,7 +19,7 @@ class Whatsapp::CsatTemplateService
   end
 
   def delete_template(template_name = nil)
-    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
+    template_name ||= CsatTemplateNameService.csat_template_name(@whatsapp_channel.inbox.id)
     response = HTTParty.delete(
       "#{business_account_path}/message_templates?name=#{template_name}",
       headers: api_headers
@@ -51,7 +51,7 @@ class Whatsapp::CsatTemplateService
 
   def generate_template_name(base_name)
     current_template_name = current_template_name_from_config
-    Whatsapp::CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
+    CsatTemplateNameService.generate_next_template_name(base_name, @whatsapp_channel.inbox.id, current_template_name)
   end
 
   def current_template_name_from_config
diff --git a/app/services/whatsapp/providers/whatsapp_cloud_service.rb b/app/services/whatsapp/providers/whatsapp_cloud_service.rb
index e13ee8979..6f2ead579 100644
--- a/app/services/whatsapp/providers/whatsapp_cloud_service.rb
+++ b/app/services/whatsapp/providers/whatsapp_cloud_service.rb
@@ -67,7 +67,7 @@ class Whatsapp::Providers::WhatsappCloudService < Whatsapp::Providers::BaseServi
   end
 
   def delete_csat_template(template_name = nil)
-    template_name ||= Whatsapp::CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
+    template_name ||= CsatTemplateNameService.csat_template_name(whatsapp_channel.inbox.id)
     csat_template_service.delete_template(template_name)
   end
 
diff --git a/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb b/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb
index 7ca9083c0..d577c1b5d 100644
--- a/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/inbox_csat_templates_controller_spec.rb
@@ -9,11 +9,11 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
   end
   let(:whatsapp_inbox) { create(:inbox, channel: whatsapp_channel, account: account) }
   let(:web_widget_inbox) { create(:inbox, account: account) }
-  let(:mock_service) { instance_double(Whatsapp::Providers::WhatsappCloudService) }
+  let(:mock_service) { instance_double(Whatsapp::CsatTemplateService) }
 
   before do
     create(:inbox_member, user: agent, inbox: whatsapp_inbox)
-    allow(Whatsapp::Providers::WhatsappCloudService).to receive(:new).and_return(mock_service)
+    allow(Whatsapp::CsatTemplateService).to receive(:new).and_return(mock_service)
   end
 
   describe 'GET /api/v1/accounts/{account.id}/inboxes/{inbox.id}/csat_template' do
@@ -32,7 +32,7 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
             as: :json
 
         expect(response).to have_http_status(:bad_request)
-        expect(response.parsed_body['error']).to eq('CSAT template operations only available for WhatsApp channels')
+        expect(response.parsed_body['error']).to eq('CSAT template operations only available for WhatsApp and Twilio WhatsApp channels')
       end
     end
 
@@ -161,7 +161,7 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
              as: :json
 
         expect(response).to have_http_status(:bad_request)
-        expect(response.parsed_body['error']).to eq('CSAT template operations only available for WhatsApp channels')
+        expect(response.parsed_body['error']).to eq('CSAT template operations only available for WhatsApp and Twilio WhatsApp channels')
       end
     end
 
@@ -195,11 +195,11 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
 
       it 'creates template successfully' do
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        allow(mock_service).to receive(:create_csat_template).and_return({
-                                                                           success: true,
-                                                                           template_name: "customer_satisfaction_survey_#{whatsapp_inbox.id}",
-                                                                           template_id: '987654321'
-                                                                         })
+        allow(mock_service).to receive(:create_template).and_return({
+                                                                      success: true,
+                                                                      template_name: "customer_satisfaction_survey_#{whatsapp_inbox.id}",
+                                                                      template_id: '987654321'
+                                                                    })
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
              headers: admin.create_new_auth_token,
@@ -222,7 +222,7 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
         }
 
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        expect(mock_service).to receive(:create_csat_template) do |config|
+        expect(mock_service).to receive(:create_template) do |config|
           expect(config[:button_text]).to eq('Please rate us')
           expect(config[:language]).to eq('en')
           expect(config[:template_name]).to eq("customer_satisfaction_survey_#{whatsapp_inbox.id}")
@@ -249,11 +249,11 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
         }
 
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        allow(mock_service).to receive(:create_csat_template).and_return({
-                                                                           success: false,
-                                                                           error: 'Template creation failed',
-                                                                           response_body: whatsapp_error_response.to_json
-                                                                         })
+        allow(mock_service).to receive(:create_template).and_return({
+                                                                      success: false,
+                                                                      error: 'Template creation failed',
+                                                                      response_body: whatsapp_error_response.to_json
+                                                                    })
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
              headers: admin.create_new_auth_token,
@@ -272,11 +272,11 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
 
       it 'handles generic API errors' do
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        allow(mock_service).to receive(:create_csat_template).and_return({
-                                                                           success: false,
-                                                                           error: 'Network timeout',
-                                                                           response_body: nil
-                                                                         })
+        allow(mock_service).to receive(:create_template).and_return({
+                                                                      success: false,
+                                                                      error: 'Network timeout',
+                                                                      response_body: nil
+                                                                    })
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
              headers: admin.create_new_auth_token,
@@ -289,7 +289,7 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
 
       it 'handles unexpected service errors' do
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        allow(mock_service).to receive(:create_csat_template)
+        allow(mock_service).to receive(:create_template)
           .and_raise(StandardError, 'Unexpected error')
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
@@ -312,10 +312,10 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
         allow(mock_service).to receive(:get_template_status)
           .with('existing_template')
           .and_return({ success: true, template: { id: '111111111' } })
-        expect(mock_service).to receive(:delete_csat_template)
+        expect(mock_service).to receive(:delete_template)
           .with('existing_template')
           .and_return({ success: true })
-        expect(mock_service).to receive(:create_csat_template)
+        expect(mock_service).to receive(:create_template)
           .and_return({
                         success: true,
                         template_name: "customer_satisfaction_survey_#{whatsapp_inbox.id}",
@@ -336,13 +336,13 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
                                })
 
         allow(mock_service).to receive(:get_template_status).and_return({ success: true })
-        allow(mock_service).to receive(:delete_csat_template)
+        allow(mock_service).to receive(:delete_template)
           .and_return({ success: false, response_body: 'Delete failed' })
-        allow(mock_service).to receive(:create_csat_template).and_return({
-                                                                           success: true,
-                                                                           template_name: "customer_satisfaction_survey_#{whatsapp_inbox.id}",
-                                                                           template_id: '333333333'
-                                                                         })
+        allow(mock_service).to receive(:create_template).and_return({
+                                                                      success: true,
+                                                                      template_name: "customer_satisfaction_survey_#{whatsapp_inbox.id}",
+                                                                      template_id: '333333333'
+                                                                    })
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
              headers: admin.create_new_auth_token,
@@ -365,11 +365,11 @@ RSpec.describe Api::V1::Accounts::InboxCsatTemplatesController, type: :request d
 
       it 'allows access when agent is assigned to inbox' do
         allow(mock_service).to receive(:get_template_status).and_return({ success: false })
-        allow(mock_service).to receive(:create_csat_template).and_return({
-                                                                           success: true,
-                                                                           template_name: 'customer_satisfaction_survey',
-                                                                           template_id: '444444444'
-                                                                         })
+        allow(mock_service).to receive(:create_template).and_return({
+                                                                      success: true,
+                                                                      template_name: 'customer_satisfaction_survey',
+                                                                      template_id: '444444444'
+                                                                    })
 
         post "/api/v1/accounts/#{account.id}/inboxes/#{whatsapp_inbox.id}/csat_template",
              headers: agent.create_new_auth_token,
diff --git a/spec/services/twilio/send_on_twilio_service_spec.rb b/spec/services/twilio/send_on_twilio_service_spec.rb
index beae54b57..53dee3816 100644
--- a/spec/services/twilio/send_on_twilio_service_spec.rb
+++ b/spec/services/twilio/send_on_twilio_service_spec.rb
@@ -8,11 +8,8 @@ describe Twilio::SendOnTwilioService do
   let(:message_record_double) { double }
 
   let!(:account) { create(:account) }
-  let!(:widget_inbox) { create(:inbox, account: account) }
   let!(:twilio_sms) { create(:channel_twilio_sms, account: account) }
-  let!(:twilio_whatsapp) { create(:channel_twilio_sms, medium: :whatsapp, account: account) }
   let!(:twilio_inbox) { create(:inbox, channel: twilio_sms, account: account) }
-  let!(:twilio_whatsapp_inbox) { create(:inbox, channel: twilio_whatsapp, account: account) }
   let!(:contact) { create(:contact, account: account) }
   let(:contact_inbox) { create(:contact_inbox, contact: contact, inbox: twilio_inbox) }
   let(:conversation) { create(:conversation, contact: contact, inbox: twilio_inbox, contact_inbox: contact_inbox) }
@@ -23,6 +20,10 @@ describe Twilio::SendOnTwilioService do
   end
 
   describe '#perform' do
+    let!(:widget_inbox) { create(:inbox, account: account) }
+    let!(:twilio_whatsapp) { create(:channel_twilio_sms, medium: :whatsapp, account: account) }
+    let!(:twilio_whatsapp_inbox) { create(:inbox, channel: twilio_whatsapp, account: account) }
+
     context 'without reply' do
       it 'if message is private' do
         message = create(:message, message_type: 'outgoing', private: true, inbox: twilio_inbox, account: account)
@@ -107,4 +108,146 @@ describe Twilio::SendOnTwilioService do
       expect(outgoing_message.reload.status).to eq('failed')
     end
   end
+
+  describe '#send_csat_template_message' do
+    let(:test_message) { create(:message, message_type: 'outgoing', inbox: twilio_inbox, account: account, conversation: conversation) }
+    let(:service) { described_class.new(message: test_message) }
+    let(:mock_twilio_message) { instance_double(Twilio::REST::Api::V2010::AccountContext::MessageInstance, sid: 'SM123456789') }
+
+    # Test parameters defined using let statements
+    let(:test_params) do
+      {
+        phone_number: '+1234567890',
+        content_sid: 'HX123456789',
+        content_variables: { '1' => 'conversation-uuid-123' }
+      }
+    end
+
+    before do
+      allow(twilio_sms).to receive(:send_message_from).and_return({ from: '+0987654321' })
+      allow(twilio_sms).to receive(:respond_to?).and_return(true)
+      allow(twilio_sms).to receive(:twilio_delivery_status_index_url).and_return('http://localhost:3000/twilio/delivery_status')
+    end
+
+    context 'when template message is sent successfully' do
+      before do
+        allow(messages_double).to receive(:create).and_return(mock_twilio_message)
+      end
+
+      it 'sends template message with correct parameters' do
+        expected_params = {
+          to: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          content_variables: test_params[:content_variables].to_json,
+          status_callback: 'http://localhost:3000/twilio/delivery_status',
+          from: '+0987654321'
+        }
+
+        result = service.send_csat_template_message(**test_params)
+
+        expect(messages_double).to have_received(:create).with(expected_params)
+        expect(result).to eq({ success: true, message_id: 'SM123456789' })
+      end
+
+      it 'sends template message without content variables when empty' do
+        expected_params = {
+          to: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          status_callback: 'http://localhost:3000/twilio/delivery_status',
+          from: '+0987654321'
+        }
+
+        result = service.send_csat_template_message(
+          phone_number: test_params[:phone_number],
+          content_sid: test_params[:content_sid]
+        )
+
+        expect(messages_double).to have_received(:create).with(expected_params)
+        expect(result).to eq({ success: true, message_id: 'SM123456789' })
+      end
+
+      it 'includes custom status callback when channel supports it' do
+        allow(twilio_sms).to receive(:respond_to?).and_return(true)
+        allow(twilio_sms).to receive(:twilio_delivery_status_index_url).and_return('https://example.com/webhook')
+
+        expected_params = {
+          to: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          content_variables: test_params[:content_variables].to_json,
+          status_callback: 'https://example.com/webhook',
+          from: '+0987654321'
+        }
+
+        service.send_csat_template_message(**test_params)
+
+        expect(messages_double).to have_received(:create).with(expected_params)
+      end
+    end
+
+    context 'when Twilio API returns an error' do
+      before do
+        allow(Rails.logger).to receive(:error)
+      end
+
+      it 'handles Twilio::REST::TwilioError' do
+        allow(messages_double).to receive(:create).and_raise(Twilio::REST::TwilioError, 'Invalid phone number')
+
+        result = service.send_csat_template_message(**test_params)
+
+        expect(result).to eq({ success: false, error: 'Invalid phone number' })
+        expect(Rails.logger).to have_received(:error).with('Failed to send Twilio template message: Invalid phone number')
+      end
+
+      it 'handles Twilio API errors' do
+        allow(messages_double).to receive(:create).and_raise(Twilio::REST::TwilioError, 'Content template not found')
+
+        result = service.send_csat_template_message(**test_params)
+
+        expect(result).to eq({ success: false, error: 'Content template not found' })
+        expect(Rails.logger).to have_received(:error).with('Failed to send Twilio template message: Content template not found')
+      end
+    end
+
+    context 'with parameter handling' do
+      before do
+        allow(messages_double).to receive(:create).and_return(mock_twilio_message)
+      end
+
+      it 'handles empty content_variables hash' do
+        expected_params = {
+          to: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          status_callback: 'http://localhost:3000/twilio/delivery_status',
+          from: '+0987654321'
+        }
+
+        service.send_csat_template_message(
+          phone_number: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          content_variables: {}
+        )
+
+        expect(messages_double).to have_received(:create).with(expected_params)
+      end
+
+      it 'converts content_variables to JSON when present' do
+        variables = { '1' => 'test-uuid', '2' => 'another-value' }
+        expected_params = {
+          to: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          content_variables: variables.to_json,
+          status_callback: 'http://localhost:3000/twilio/delivery_status',
+          from: '+0987654321'
+        }
+
+        service.send_csat_template_message(
+          phone_number: test_params[:phone_number],
+          content_sid: test_params[:content_sid],
+          content_variables: variables
+        )
+
+        expect(messages_double).to have_received(:create).with(expected_params)
+      end
+    end
+  end
 end

From 1a220b29828a3badb5950c936ba7d17d1e26b93a Mon Sep 17 00:00:00 2001
From: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Date: Tue, 13 Jan 2026 18:52:10 +0530
Subject: [PATCH 7/9] chore: Improve compose new conversation form (#13176)

Co-authored-by: Muhsin Keloth <muhsinkeramam@gmail.com>
---
 .../components-next/Editor/Editor.vue         |   9 ++
 .../components/ActionButtons.vue              |   9 +-
 .../components/ComposeNewConversationForm.vue | 140 ++++++++++--------
 .../components/InboxSelector.vue              |   2 +-
 .../components/MessageEditor.vue              |   7 +-
 .../components-next/taginput/TagInput.vue     |   2 +-
 .../dashboard/helper/editorHelper.js          |  14 +-
 .../helper/specs/editorHelper.spec.js         |  72 ++++++---
 .../modules/search/components/SearchView.vue  |   2 +-
 9 files changed, 165 insertions(+), 92 deletions(-)

diff --git a/app/javascript/dashboard/components-next/Editor/Editor.vue b/app/javascript/dashboard/components-next/Editor/Editor.vue
index 90b7a0c31..c2cde6d17 100644
--- a/app/javascript/dashboard/components-next/Editor/Editor.vue
+++ b/app/javascript/dashboard/components-next/Editor/Editor.vue
@@ -5,6 +5,7 @@ import WootEditor from 'dashboard/components/widgets/WootWriter/Editor.vue';
 
 const props = defineProps({
   modelValue: { type: String, default: '' },
+  editorKey: { type: String, default: '' },
   label: { type: String, default: '' },
   placeholder: { type: String, default: '' },
   focusOnMount: { type: Boolean, default: false },
@@ -96,6 +97,7 @@ watch(
       ]"
     >
       <WootEditor
+        :editor-id="editorKey"
         :model-value="modelValue"
         :placeholder="placeholder"
         :focus-on-mount="focusOnMount"
@@ -152,6 +154,13 @@ watch(
           }
         }
       }
+
+      .ProseMirror-menubar {
+        width: fit-content !important;
+        position: relative !important;
+        top: unset !important;
+        @apply ltr:left-[-0.188rem] rtl:right-[-0.188rem] !important;
+      }
     }
   }
 }
diff --git a/app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue b/app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue
index 6def771a0..686c7af14 100644
--- a/app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue
+++ b/app/javascript/dashboard/components-next/NewConversation/components/ActionButtons.vue
@@ -44,6 +44,12 @@ const emit = defineEmits([
 
 const { t } = useI18n();
 
+const attachmentId = ref(0);
+const generateUid = () => {
+  attachmentId.value += 1;
+  return `attachment-${attachmentId.value}`;
+};
+
 const uploadAttachment = ref(null);
 const isEmojiPickerOpen = ref(false);
 
@@ -176,7 +182,8 @@ const onPaste = e => {
     .filter(file => file.size > 0)
     .forEach(file => {
       const { name, type, size } = file;
-      onFileUpload({ file, name, type, size });
+      // Add unique ID for clipboard-pasted files
+      onFileUpload({ file, name, type, size, id: generateUid() });
     });
 };
 
diff --git a/app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue b/app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue
index 74836219b..82f87a08d 100644
--- a/app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue
+++ b/app/javascript/dashboard/components-next/NewConversation/components/ComposeNewConversationForm.vue
@@ -7,6 +7,7 @@ import {
   appendSignature,
   removeSignature,
   getEffectiveChannelType,
+  stripUnsupportedMarkdown,
 } from 'dashboard/helper/editorHelper';
 import {
   buildContactableInboxesList,
@@ -47,6 +48,8 @@ const emit = defineEmits([
   'createConversation',
 ]);
 
+const DEFAULT_FORMATTING = 'Context::Default';
+
 const showContactsDropdown = ref(false);
 const showInboxesDropdown = ref(false);
 const showCcEmailsDropdown = ref(false);
@@ -198,10 +201,22 @@ const setSelectedContact = async ({ value, action, ...rest }) => {
   showInboxesDropdown.value = true;
 };
 
-const handleInboxAction = ({ value, action, ...rest }) => {
+const stripMessageFormatting = channelType => {
+  if (!state.message || !channelType) return;
+
+  state.message = stripUnsupportedMarkdown(state.message, channelType, false);
+};
+
+const handleInboxAction = ({ value, action, channelType, medium, ...rest }) => {
   v$.value.$reset();
-  state.message = '';
-  emit('updateTargetInbox', { ...rest });
+
+  // Strip unsupported formatting when changing the target inbox
+  if (channelType) {
+    const newChannelType = getEffectiveChannelType(channelType, medium);
+    stripMessageFormatting(newChannelType);
+  }
+
+  emit('updateTargetInbox', { ...rest, channelType, medium });
   showInboxesDropdown.value = false;
   state.attachedFiles = [];
 };
@@ -221,7 +236,9 @@ const removeSignatureFromMessage = () => {
 const removeTargetInbox = value => {
   v$.value.$reset();
   removeSignatureFromMessage();
-  state.message = '';
+
+  stripMessageFormatting(DEFAULT_FORMATTING);
+
   emit('updateTargetInbox', value);
   state.attachedFiles = [];
 };
@@ -324,67 +341,68 @@ const shouldShowMessageEditor = computed(() => {
 
 <template>
   <div
-    class="w-[42rem] divide-y divide-n-strong overflow-visible transition-all duration-300 ease-in-out top-full justify-between flex flex-col bg-n-alpha-3 border border-n-strong shadow-sm backdrop-blur-[100px] rounded-xl min-w-0"
+    class="w-[42rem] divide-y divide-n-strong overflow-visible transition-all duration-300 ease-in-out top-full flex flex-col bg-n-alpha-3 border border-n-strong shadow-sm backdrop-blur-[100px] rounded-xl min-w-0 max-h-[calc(100vh-8rem)]"
   >
-    <ContactSelector
-      :contacts="contacts"
-      :selected-contact="selectedContact"
-      :show-contacts-dropdown="showContactsDropdown"
-      :is-loading="isLoading"
-      :is-creating-contact="isCreatingContact"
-      :contact-id="contactId"
-      :contactable-inboxes-list="contactableInboxesList"
-      :show-inboxes-dropdown="showInboxesDropdown"
-      :has-errors="validationStates.isContactInvalid"
-      @search-contacts="handleContactSearch"
-      @set-selected-contact="setSelectedContact"
-      @clear-selected-contact="clearSelectedContact"
-      @update-dropdown="handleDropdownUpdate"
-    />
-    <InboxEmptyState v-if="showNoInboxAlert" />
-    <InboxSelector
-      v-else
-      :target-inbox="targetInbox"
-      :selected-contact="selectedContact"
-      :show-inboxes-dropdown="showInboxesDropdown"
-      :contactable-inboxes-list="contactableInboxesList"
-      :has-errors="validationStates.isInboxInvalid"
-      @update-inbox="removeTargetInbox"
-      @toggle-dropdown="showInboxesDropdown = $event"
-      @handle-inbox-action="handleInboxAction"
-    />
+    <div class="flex-1 overflow-y-auto divide-y divide-n-strong">
+      <ContactSelector
+        :contacts="contacts"
+        :selected-contact="selectedContact"
+        :show-contacts-dropdown="showContactsDropdown"
+        :is-loading="isLoading"
+        :is-creating-contact="isCreatingContact"
+        :contact-id="contactId"
+        :contactable-inboxes-list="contactableInboxesList"
+        :show-inboxes-dropdown="showInboxesDropdown"
+        :has-errors="validationStates.isContactInvalid"
+        @search-contacts="handleContactSearch"
+        @set-selected-contact="setSelectedContact"
+        @clear-selected-contact="clearSelectedContact"
+        @update-dropdown="handleDropdownUpdate"
+      />
+      <InboxEmptyState v-if="showNoInboxAlert" />
+      <InboxSelector
+        v-else
+        :target-inbox="targetInbox"
+        :selected-contact="selectedContact"
+        :show-inboxes-dropdown="showInboxesDropdown"
+        :contactable-inboxes-list="contactableInboxesList"
+        :has-errors="validationStates.isInboxInvalid"
+        @update-inbox="removeTargetInbox"
+        @toggle-dropdown="showInboxesDropdown = $event"
+        @handle-inbox-action="handleInboxAction"
+      />
 
-    <EmailOptions
-      v-if="inboxTypes.isEmail"
-      v-model:cc-emails="state.ccEmails"
-      v-model:bcc-emails="state.bccEmails"
-      v-model:subject="state.subject"
-      :contacts="contacts"
-      :show-cc-emails-dropdown="showCcEmailsDropdown"
-      :show-bcc-emails-dropdown="showBccEmailsDropdown"
-      :is-loading="isLoading"
-      :has-errors="validationStates.isSubjectInvalid"
-      @search-cc-emails="searchCcEmails"
-      @search-bcc-emails="searchBccEmails"
-      @update-dropdown="handleDropdownUpdate"
-    />
+      <EmailOptions
+        v-if="inboxTypes.isEmail"
+        v-model:cc-emails="state.ccEmails"
+        v-model:bcc-emails="state.bccEmails"
+        v-model:subject="state.subject"
+        :contacts="contacts"
+        :show-cc-emails-dropdown="showCcEmailsDropdown"
+        :show-bcc-emails-dropdown="showBccEmailsDropdown"
+        :is-loading="isLoading"
+        :has-errors="validationStates.isSubjectInvalid"
+        @search-cc-emails="searchCcEmails"
+        @search-bcc-emails="searchBccEmails"
+        @update-dropdown="handleDropdownUpdate"
+      />
 
-    <MessageEditor
-      v-if="shouldShowMessageEditor"
-      v-model="state.message"
-      :message-signature="messageSignature"
-      :send-with-signature="sendWithSignature"
-      :has-errors="validationStates.isMessageInvalid"
-      :has-attachments="state.attachedFiles.length > 0"
-      :channel-type="inboxChannelType"
-      :medium="targetInbox?.medium || ''"
-    />
+      <MessageEditor
+        v-if="shouldShowMessageEditor"
+        v-model="state.message"
+        :message-signature="messageSignature"
+        :send-with-signature="sendWithSignature"
+        :has-errors="validationStates.isMessageInvalid"
+        :channel-type="inboxChannelType"
+        :medium="targetInbox?.medium || ''"
+      />
 
-    <AttachmentPreviews
-      v-if="state.attachedFiles.length > 0"
-      :attachments="state.attachedFiles"
-      @update:attachments="state.attachedFiles = $event"
-    />
+      <AttachmentPreviews
+        v-if="state.attachedFiles.length > 0"
+        :attachments="state.attachedFiles"
+        @update:attachments="state.attachedFiles = $event"
+      />
+    </div>
 
     <ActionButtons
       :attached-files="state.attachedFiles"
diff --git a/app/javascript/dashboard/components-next/NewConversation/components/InboxSelector.vue b/app/javascript/dashboard/components-next/NewConversation/components/InboxSelector.vue
index 3cafacb21..96ac170f9 100644
--- a/app/javascript/dashboard/components-next/NewConversation/components/InboxSelector.vue
+++ b/app/javascript/dashboard/components-next/NewConversation/components/InboxSelector.vue
@@ -83,7 +83,7 @@ const targetInboxLabel = computed(() => {
       <DropdownMenu
         v-if="contactableInboxesList?.length > 0 && showInboxesDropdown"
         :menu-items="contactableInboxesList"
-        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-60 w-fit max-w-sm dark:!outline-n-slate-5"
+        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-56 w-fit max-w-sm dark:!outline-n-slate-5"
         @action="emit('handleInboxAction', $event)"
       />
     </div>
diff --git a/app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue b/app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue
index ef523a288..8ffb73091 100644
--- a/app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue
+++ b/app/javascript/dashboard/components-next/NewConversation/components/MessageEditor.vue
@@ -6,7 +6,6 @@ import Editor from 'dashboard/components-next/Editor/Editor.vue';
 
 const props = defineProps({
   hasErrors: { type: Boolean, default: false },
-  hasAttachments: { type: Boolean, default: false },
   sendWithSignature: { type: Boolean, default: false },
   messageSignature: { type: String, default: '' },
   channelType: { type: String, default: '' },
@@ -24,14 +23,14 @@ const modelValue = defineModel({
 </script>
 
 <template>
-  <div class="flex-1 h-full" :class="[!hasAttachments && 'min-h-[200px]']">
+  <div class="flex-1 h-full">
     <Editor
-      :key="editorKey"
       v-model="modelValue"
+      :editor-key="editorKey"
       :placeholder="
         t('COMPOSE_NEW_CONVERSATION.FORM.MESSAGE_EDITOR.PLACEHOLDER')
       "
-      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[200px]"
+      class="[&>div]:!border-transparent [&>div]:px-4 [&>div]:py-4 [&>div]:!bg-transparent h-full [&_.ProseMirror-woot-style]:!max-h-[12.5rem] [&_.ProseMirror-woot-style]:!min-h-[10rem] [&_.ProseMirror-menubar]:!pt-0 [&_.mention--box]:-top-[7.5rem] [&_.mention--box]:bottom-[unset]"
       :class="
         hasErrors
           ? '[&_.empty-node]:before:!text-n-ruby-9 [&_.empty-node]:dark:before:!text-n-ruby-9'
diff --git a/app/javascript/dashboard/components-next/taginput/TagInput.vue b/app/javascript/dashboard/components-next/taginput/TagInput.vue
index 2e53ad0dd..6ef152dab 100644
--- a/app/javascript/dashboard/components-next/taginput/TagInput.vue
+++ b/app/javascript/dashboard/components-next/taginput/TagInput.vue
@@ -230,7 +230,7 @@ const handleBlur = e => emit('blur', e);
         v-if="showDropdownMenu"
         :menu-items="filteredMenuItems"
         :is-searching="isLoading"
-        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-60 w-[inherit] max-w-md dark:!outline-n-slate-5"
+        class="ltr:left-0 rtl:right-0 z-[100] top-8 overflow-y-auto max-h-56 w-[inherit] max-w-md dark:!outline-n-slate-5"
         @action="handleDropdownAction"
       />
     </div>
diff --git a/app/javascript/dashboard/helper/editorHelper.js b/app/javascript/dashboard/helper/editorHelper.js
index e126a2766..553a68a9b 100644
--- a/app/javascript/dashboard/helper/editorHelper.js
+++ b/app/javascript/dashboard/helper/editorHelper.js
@@ -38,9 +38,14 @@ export function extractTextFromMarkdown(markdown) {
  *
  * @param {string} markdown - markdown text to process
  * @param {string} channelType - The channel type to check supported formatting
+ * @param {boolean} cleanWhitespace - Whether to clean up extra whitespace and blank lines (default: true for signatures)
  * @returns {string} - The markdown with unsupported formatting removed
  */
-export function stripUnsupportedSignatureMarkdown(markdown, channelType) {
+export function stripUnsupportedMarkdown(
+  markdown,
+  channelType,
+  cleanWhitespace = true
+) {
   if (!markdown) return '';
 
   const { marks = [], nodes = [] } = FORMATTING[channelType] || {};
@@ -55,6 +60,9 @@ export function stripUnsupportedSignatureMarkdown(markdown, channelType) {
     );
   }, markdown);
 
+  if (!cleanWhitespace) return result;
+
+  // Clean whitespace for signatures
   return result
     .split('\n')
     .map(line => line.trim())
@@ -155,7 +163,7 @@ export function getEffectiveChannelType(channelType, medium) {
 export function appendSignature(body, signature, channelType) {
   // Strip only unsupported formatting based on channel capabilities
   const preparedSignature = channelType
-    ? stripUnsupportedSignatureMarkdown(signature, channelType)
+    ? stripUnsupportedMarkdown(signature, channelType)
     : signature;
   const cleanedSignature = cleanSignature(preparedSignature);
   // if signature is already present, return body
@@ -178,7 +186,7 @@ export function appendSignature(body, signature, channelType) {
 export function removeSignature(body, signature, channelType) {
   // Build unique list of signature variants to try
   const channelStripped = channelType
-    ? cleanSignature(stripUnsupportedSignatureMarkdown(signature, channelType))
+    ? cleanSignature(stripUnsupportedMarkdown(signature, channelType))
     : null;
   const signaturesToTry = [
     cleanSignature(signature),
diff --git a/app/javascript/dashboard/helper/specs/editorHelper.spec.js b/app/javascript/dashboard/helper/specs/editorHelper.spec.js
index abbef420f..53cd26a56 100644
--- a/app/javascript/dashboard/helper/specs/editorHelper.spec.js
+++ b/app/javascript/dashboard/helper/specs/editorHelper.spec.js
@@ -5,7 +5,7 @@ import {
   replaceSignature,
   cleanSignature,
   extractTextFromMarkdown,
-  stripUnsupportedSignatureMarkdown,
+  stripUnsupportedMarkdown,
   insertAtCursor,
   findNodeToInsertImage,
   setURLWithQueryAndSize,
@@ -145,25 +145,19 @@ describe('appendSignature', () => {
   });
 });
 
-describe('stripUnsupportedSignatureMarkdown', () => {
+describe('stripUnsupportedMarkdown', () => {
   const richSignature =
     '**Bold** _italic_ [link](http://example.com) ![](http://localhost:3000/image.png)';
 
   it('keeps all formatting for Email channel (supports image, link, strong, em)', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Email'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Email');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('[link](http://example.com)');
     expect(result).toContain('![](http://localhost:3000/image.png)');
   });
   it('strips images but keeps bold/italic for Api channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Api'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Api');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('link'); // link text kept
@@ -171,20 +165,14 @@ describe('stripUnsupportedSignatureMarkdown', () => {
     expect(result).not.toContain('![]('); // image removed
   });
   it('strips images but keeps bold/italic/link for Telegram channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Telegram'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Telegram');
     expect(result).toContain('**Bold**');
     expect(result).toContain('_italic_');
     expect(result).toContain('[link](http://example.com)');
     expect(result).not.toContain('![](');
   });
   it('strips all formatting for SMS channel', () => {
-    const result = stripUnsupportedSignatureMarkdown(
-      richSignature,
-      'Channel::Sms'
-    );
+    const result = stripUnsupportedMarkdown(richSignature, 'Channel::Sms');
     expect(result).toContain('Bold');
     expect(result).toContain('italic');
     expect(result).toContain('link');
@@ -194,8 +182,52 @@ describe('stripUnsupportedSignatureMarkdown', () => {
     expect(result).not.toContain('![](');
   });
   it('returns empty string for empty input', () => {
-    expect(stripUnsupportedSignatureMarkdown('', 'Channel::Api')).toBe('');
-    expect(stripUnsupportedSignatureMarkdown(null, 'Channel::Api')).toBe('');
+    expect(stripUnsupportedMarkdown('', 'Channel::Api')).toBe('');
+    expect(stripUnsupportedMarkdown(null, 'Channel::Api')).toBe('');
+  });
+
+  describe('with cleanWhitespace parameter', () => {
+    const textWithWhitespace =
+      '**Bold** text\n\nWith multiple\n\nLine breaks\n\n  And spaces  ';
+
+    it('cleans whitespace when cleanWhitespace=true (default)', () => {
+      const result = stripUnsupportedMarkdown(
+        textWithWhitespace,
+        'Channel::Api',
+        true
+      );
+      expect(result).toBe(
+        '**Bold** text\nWith multiple\nLine breaks\nAnd spaces'
+      );
+      expect(result).not.toContain('\n\n');
+      expect(result).not.toContain('  ');
+    });
+
+    it('preserves whitespace when cleanWhitespace=false', () => {
+      const result = stripUnsupportedMarkdown(
+        textWithWhitespace,
+        'Channel::Api',
+        false
+      );
+      expect(result).toContain('\n\n');
+      expect(result).toContain('  And spaces  ');
+      expect(result).toBe(
+        '**Bold** text\n\nWith multiple\n\nLine breaks\n\n  And spaces  '
+      );
+    });
+
+    it('strips formatting but preserves whitespace for messages', () => {
+      const messageWithFormatting = '**Bold**\n\n`code`\n\nNormal text';
+      const result = stripUnsupportedMarkdown(
+        messageWithFormatting,
+        'Channel::Sms',
+        false
+      );
+      expect(result).toBe('Bold\n\ncode\n\nNormal text');
+      expect(result).toContain('\n\n');
+      expect(result).not.toContain('**');
+      expect(result).not.toContain('`');
+    });
   });
 });
 
diff --git a/app/javascript/dashboard/modules/search/components/SearchView.vue b/app/javascript/dashboard/modules/search/components/SearchView.vue
index 792ce23e6..09e73ec99 100644
--- a/app/javascript/dashboard/modules/search/components/SearchView.vue
+++ b/app/javascript/dashboard/modules/search/components/SearchView.vue
@@ -370,7 +370,7 @@ onUnmounted(() => {
       />
     </div>
     <section class="flex flex-col flex-grow w-full h-full overflow-hidden">
-      <div class="w-full max-w-5xl mx-auto z-[60]">
+      <div class="w-full max-w-5xl mx-auto z-30">
         <div class="flex flex-col w-full px-4">
           <SearchHeader
             v-model:filters="filters"

From bddf06907b622068fb679665e76930a70fe0cd4e Mon Sep 17 00:00:00 2001
From: Aakash Bakhle <48802744+aakashb95@users.noreply.github.com>
Date: Tue, 13 Jan 2026 18:52:38 +0530
Subject: [PATCH 8/9] fix: double counting in langfuse instrumentation (#13202)

---
 .../captain/chat_generation_recorder.rb       | 47 +++++++++++++++++++
 enterprise/app/helpers/captain/chat_helper.rb |  8 +++-
 lib/integrations/llm_instrumentation.rb       |  1 -
 .../integrations/llm_instrumentation_spec.rb  | 11 +++++
 4 files changed, 64 insertions(+), 3 deletions(-)
 create mode 100644 enterprise/app/helpers/captain/chat_generation_recorder.rb

diff --git a/enterprise/app/helpers/captain/chat_generation_recorder.rb b/enterprise/app/helpers/captain/chat_generation_recorder.rb
new file mode 100644
index 000000000..cd631fb16
--- /dev/null
+++ b/enterprise/app/helpers/captain/chat_generation_recorder.rb
@@ -0,0 +1,47 @@
+module Captain::ChatGenerationRecorder
+  extend ActiveSupport::Concern
+  include Integrations::LlmInstrumentationConstants
+
+  private
+
+  def record_llm_generation(chat, message)
+    return unless valid_llm_message?(message)
+
+    # Create a generation span with model and token info for Langfuse cost calculation.
+    # Note: span duration will be near-zero since we create and end it immediately, but token counts are what Langfuse uses for cost calculation.
+    tracer.in_span("llm.captain.#{feature_name}.generation") do |span|
+      set_generation_span_attributes(span, chat, message)
+    end
+  rescue StandardError => e
+    Rails.logger.warn "Failed to record LLM generation: #{e.message}"
+  end
+
+  # Skip non-LLM messages (e.g., tool results that RubyLLM processes internally).
+  # Check for assistant role rather than token presence - some providers/streaming modes
+  # may not return token counts, but we still want to capture the generation for evals.
+  def valid_llm_message?(message)
+    message.respond_to?(:role) && message.role.to_s == 'assistant'
+  end
+
+  def set_generation_span_attributes(span, chat, message)
+    generation_attributes(chat, message).each do |key, value|
+      span.set_attribute(key, value) if value
+    end
+  end
+
+  def generation_attributes(chat, message)
+    {
+      ATTR_GEN_AI_PROVIDER => determine_provider(model),
+      ATTR_GEN_AI_REQUEST_MODEL => model,
+      ATTR_GEN_AI_REQUEST_TEMPERATURE => temperature,
+      ATTR_GEN_AI_USAGE_INPUT_TOKENS => message.input_tokens,
+      ATTR_GEN_AI_USAGE_OUTPUT_TOKENS => message.respond_to?(:output_tokens) ? message.output_tokens : nil,
+      ATTR_LANGFUSE_OBSERVATION_INPUT => format_input_messages(chat),
+      ATTR_LANGFUSE_OBSERVATION_OUTPUT => message.respond_to?(:content) ? message.content.to_s : nil
+    }
+  end
+
+  def format_input_messages(chat)
+    chat.messages[0...-1].map { |m| { role: m.role.to_s, content: m.content.to_s } }.to_json
+  end
+end
diff --git a/enterprise/app/helpers/captain/chat_helper.rb b/enterprise/app/helpers/captain/chat_helper.rb
index 9bbbd86a5..9bdba5553 100644
--- a/enterprise/app/helpers/captain/chat_helper.rb
+++ b/enterprise/app/helpers/captain/chat_helper.rb
@@ -1,6 +1,7 @@
 module Captain::ChatHelper
   include Integrations::LlmInstrumentation
   include Captain::ChatResponseHelper
+  include Captain::ChatGenerationRecorder
 
   def request_chat_completion
     log_chat_completion_request
@@ -42,8 +43,11 @@ module Captain::ChatHelper
   end
 
   def setup_event_handlers(chat)
-    chat.on_new_message { start_llm_turn_span(instrumentation_params(chat)) }
-    chat.on_end_message { |message| end_llm_turn_span(message) }
+    # NOTE: We only use on_end_message to record the generation with token counts.
+    # RubyLLM callbacks fire after chunks arrive, not around the API call, so
+    # span timing won't reflect actual API latency. But Langfuse calculates costs
+    # from model + token counts, so this is sufficient for cost tracking.
+    chat.on_end_message { |message| record_llm_generation(chat, message) }
     chat.on_tool_call { |tool_call| handle_tool_call(tool_call) }
     chat.on_tool_result { |result| handle_tool_result(result) }
 
diff --git a/lib/integrations/llm_instrumentation.rb b/lib/integrations/llm_instrumentation.rb
index 34281c738..c3baf291e 100644
--- a/lib/integrations/llm_instrumentation.rb
+++ b/lib/integrations/llm_instrumentation.rb
@@ -30,7 +30,6 @@ module Integrations::LlmInstrumentation
     result = nil
     executed = false
     tracer.in_span(params[:span_name]) do |span|
-      set_request_attributes(span, params)
       set_metadata_attributes(span, params)
 
       # By default, the input and output of a trace are set from the root observation
diff --git a/spec/lib/integrations/llm_instrumentation_spec.rb b/spec/lib/integrations/llm_instrumentation_spec.rb
index 97a45a414..0be62f437 100644
--- a/spec/lib/integrations/llm_instrumentation_spec.rb
+++ b/spec/lib/integrations/llm_instrumentation_spec.rb
@@ -252,6 +252,17 @@ RSpec.describe Integrations::LlmInstrumentation do
           expect(mock_span).to have_received(:set_attribute).with('langfuse.observation.input', params[:messages].to_json)
           expect(mock_span).to have_received(:set_attribute).with('langfuse.observation.output', result_data.to_json)
         end
+
+        # Regression test for Langfuse double-counting bug.
+        # Setting gen_ai.request.model on parent spans causes Langfuse to classify them as
+        # GENERATIONs instead of SPANs, resulting in cost being counted multiple times
+        # (once for the parent, once for each child GENERATION).
+        # See: https://github.com/langfuse/langfuse/issues/7549
+        it 'does NOT set gen_ai.request.model to avoid being classified as a GENERATION' do
+          instance.instrument_agent_session(params) { 'result' }
+
+          expect(mock_span).not_to have_received(:set_attribute).with('gen_ai.request.model', anything)
+        end
       end
     end
   end

From daaa18b18af3c28af39143480b3c3725d970b0c6 Mon Sep 17 00:00:00 2001
From: Sivin Varghese <64252451+iamsivin@users.noreply.github.com>
Date: Wed, 14 Jan 2026 14:33:56 +0530
Subject: [PATCH 9/9] chore: Use widget color for chat input focus state
 (#13214)

---
 app/javascript/widget/App.vue                      | 9 +++++++++
 app/javascript/widget/components/ChatInputWrap.vue | 2 +-
 2 files changed, 10 insertions(+), 1 deletion(-)

diff --git a/app/javascript/widget/App.vue b/app/javascript/widget/App.vue
index 379b2bc53..19a33b8a4 100755
--- a/app/javascript/widget/App.vue
+++ b/app/javascript/widget/App.vue
@@ -82,6 +82,7 @@ export default {
     const { websiteToken, locale, widgetColor } = window.chatwootWebChannel;
     this.setLocale(locale);
     this.setWidgetColor(widgetColor);
+    this.setWidgetColorVariable(widgetColor);
     setHeader(window.authToken);
     if (this.isIFrame) {
       this.registerListeners();
@@ -114,6 +115,14 @@ export default {
       'resetCampaign',
     ]),
     ...mapActions('agent', ['fetchAvailableAgents']),
+    setWidgetColorVariable(widgetColor) {
+      if (widgetColor) {
+        document.documentElement.style.setProperty(
+          '--widget-color',
+          widgetColor
+        );
+      }
+    },
     scrollConversationToBottom() {
       const container = this.$el.querySelector('.conversation-wrap');
       container.scrollTop = container.scrollHeight;
diff --git a/app/javascript/widget/components/ChatInputWrap.vue b/app/javascript/widget/components/ChatInputWrap.vue
index ce8d17455..a298237f3 100755
--- a/app/javascript/widget/components/ChatInputWrap.vue
+++ b/app/javascript/widget/components/ChatInputWrap.vue
@@ -130,7 +130,7 @@ export default {
   <div
     class="items-center flex ltr:pl-3 rtl:pr-3 ltr:pr-2 rtl:pl-2 rounded-[7px] transition-all duration-200 bg-n-background !shadow-[0_0_0_1px,0_0_2px_3px]"
     :class="{
-      '!shadow-n-brand dark:!shadow-n-brand': isFocused,
+      '!shadow-[var(--widget-color,#2781f6)]': isFocused,
       '!shadow-n-strong dark:!shadow-n-strong': !isFocused,
     }"
     @keydown.esc="hideEmojiPicker"