From da42a4e4a1c82cd148dc6ce3524f243958f06feb Mon Sep 17 00:00:00 2001
From: Gabriel Jablonski <contact@gabrieljablonski.com>
Date: Fri, 16 Jan 2026 00:51:16 -0300
Subject: [PATCH 01/11] ci: fixed bundler version to avoid bundler 4.0.4
 incompatibility (#13290)
MIME-Version: 1.0
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 8bit

### Problem

Docker builds started failing with a misleading dependency resolution
error:
```
Could not find compatible versions
Because every version of devise-secure_password depends on railties >= 5.0.0, < 8.0.0
...
```

### Root Cause

[Bundler
4.0.4](https://github.com/ruby/rubygems/releases/tag/bundler-v4.0.4) was
released on January 14, 2026. The Dockerfile used `gem install bundler`
without version pinning, which installed the latest (4.0.4) instead of
the version specified in `Gemfile.lock` (2.5.16).

### Fix

- Pin Bundler installation to match `Gemfile.lock`: `gem install bundler
-v "$BUNDLER_VERSION"`
- Update `BUNDLER_VERSION` from 2.5.11 to 2.5.16

### ⚠️ Note

Fix found by Claude while checking why the deploy was failing, and have
not yet checked for alternatives which might be more appropriate, so
further investigation might be required.
---
 docker/Dockerfile | 8 ++++----
 1 file changed, 4 insertions(+), 4 deletions(-)

diff --git a/docker/Dockerfile b/docker/Dockerfile
index ea15f0c85..bd135e962 100644
--- a/docker/Dockerfile
+++ b/docker/Dockerfile
@@ -11,7 +11,7 @@ ENV PNPM_VERSION=${PNPM_VERSION}
 # For development docker-compose file overrides ARGS
 ARG BUNDLE_WITHOUT="development:test"
 ENV BUNDLE_WITHOUT ${BUNDLE_WITHOUT}
-ENV BUNDLER_VERSION=2.5.11
+ENV BUNDLER_VERSION=2.5.16
 
 ARG RAILS_SERVE_STATIC_FILES=true
 ENV RAILS_SERVE_STATIC_FILES ${RAILS_SERVE_STATIC_FILES}
@@ -35,7 +35,7 @@ RUN apk update && apk add --no-cache \
   curl \
   xz \
   && mkdir -p /var/app \
-  && gem install bundler
+  && gem install bundler -v "$BUNDLER_VERSION"
 
 COPY --from=node /usr/local/bin/node /usr/local/bin/
 COPY --from=node /usr/local/lib/node_modules /usr/local/lib/node_modules
@@ -105,7 +105,7 @@ ENV PNPM_VERSION=${PNPM_VERSION}
 
 ARG BUNDLE_WITHOUT="development:test"
 ENV BUNDLE_WITHOUT ${BUNDLE_WITHOUT}
-ENV BUNDLER_VERSION=2.5.11
+ENV BUNDLER_VERSION=2.5.16
 
 ARG EXECJS_RUNTIME="Disabled"
 ENV EXECJS_RUNTIME ${EXECJS_RUNTIME}
@@ -128,7 +128,7 @@ RUN apk update && apk add --no-cache \
   imagemagick \
   git \
   vips \
-  && gem install bundler
+  && gem install bundler -v "$BUNDLER_VERSION"
 
 COPY --from=node /usr/local/bin/node /usr/local/bin/
 COPY --from=node /usr/local/lib/node_modules /usr/local/lib/node_modules

From a8b302d4cd1950c76184488b4b1ae01ca4faba7b Mon Sep 17 00:00:00 2001
From: Pranav <pranav@chatwoot.com>
Date: Thu, 15 Jan 2026 19:53:57 -0800
Subject: [PATCH 02/11] feat(ee): Review Notes for CSAT Reports (#13289)
MIME-Version: 1.0
Content-Type: text/plain; charset=UTF-8
Content-Transfer-Encoding: 8bit

CSAT scores are helpful, but on their own they rarely tell the full
story. A drop in rating can come from delayed timelines, unclear
expectations, or simple misunderstandings, even when the issue itself
was handled correctly.

Review Notes for CSAT let admins/report manager roles add internal-only
context next to each CSAT response. This makes it easier to interpret
scores properly and focus on patterns and root causes, not just numbers.


<img width="2170" height="1680" alt="image"
src="https://github.com/user-attachments/assets/56df7fab-d0a7-4a94-95b9-e4c459ad33d5"
/>


### Why this matters

* Capture the real context behind individual CSAT ratings
* Clarify whether a low score points to a genuine service issue or a
process gap
* Spot recurring themes across conversations and teams
* Make CSAT reviews more useful for leadership reviews and
retrospectives

### How Review Notes work

**View CSAT responses**
Open the CSAT report to see overall metrics, rating distribution, and
individual responses.

**Add a Review Note**
For any CSAT entry, managers can add a Review Note directly below the
customer’s feedback.

**Document internal insights**
Use Review Notes to capture things like:

* Why a score was lower or higher than expected
* Patterns you are seeing across similar cases
* Observations around communication, timelines, or customer expectations

Review Notes are visible only to administrators and people with report
access only. We may expand visibility to agents in the future based on
feedback. However, customers never see them.

Each note clearly shows who added it and when, making it easy to review
context and changes over time.
---
 .../csat_survey_responses_controller.rb       |   2 +
 .../components/ui/DatePicker/DatePicker.vue   |   6 +-
 .../dashboard/components/widgets/ShowMore.vue |   2 +-
 .../dashboard/i18n/locale/en/report.json      |  55 +++-
 .../settings/reports/CsatResponses.vue        |  15 +-
 .../reports/components/ConversationCell.vue   |  26 --
 .../components/Csat/CsatFilterHelpers.js      |  36 +++
 .../reports/components/Csat/CsatFilters.vue   | 267 ++++++++++++++++++
 .../reports/components/CsatContactCell.vue    |  52 ++++
 .../reports/components/CsatEmptyState.vue     |  32 +++
 .../reports/components/CsatExpandedRow.vue    | 162 +++++++++++
 .../components/CsatMetricCard.story.vue       |  53 ++++
 .../reports/components/CsatMetricCard.vue     |  41 +++
 .../reports/components/CsatMetrics.vue        | 180 ++++--------
 .../CsatRatingDistribution.story.vue          |  75 +++++
 .../components/CsatRatingDistribution.vue     | 101 +++++++
 .../components/CsatReviewNotesPaywall.vue     |  28 ++
 .../settings/reports/components/CsatTable.vue | 264 +++++++++++------
 .../reports/components/CsatTableLoader.vue    |  36 +++
 .../components/specs/CSATMetrics.spec.js      |  42 ++-
 .../__snapshots__/CSATMetrics.spec.js.snap    |  10 -
 .../dashboard/store/modules/csat.js           |  11 +
 .../store/modules/specs/csat/getters.spec.js  |  15 +
 .../dashboard/store/mutation-types.js         |   1 +
 app/models/csat_survey_response.rb            |   1 +
 app/models/user.rb                            |   2 +
 .../csat_survey_responses/download.csv.erb    |  28 +-
 .../update.json.jbuilder                      |   1 +
 .../_csat_survey_response.json.jbuilder       |   8 +
 config/features.yml                           |   4 +
 config/locales/en.yml                         |   1 +
 config/routes.rb                              |   3 +
 ...l_observations_to_csat_survey_responses.rb |   5 +
 ...rvations_audit_to_csat_survey_responses.rb |   6 +
 db/schema.rb                                  |   6 +-
 .../csat_survey_responses_controller.rb       |  12 +
 .../enterprise/csat_survey_response_policy.rb |   4 +
 .../billing/handle_stripe_event_service.rb    |   2 +-
 enterprise/config/premium_features.yml        |   1 +
 .../csat_survey_responses_controller_spec.rb  |  85 ++++++
 40 files changed, 1376 insertions(+), 305 deletions(-)
 delete mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/ConversationCell.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilterHelpers.js
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilters.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatContactCell.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatEmptyState.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatExpandedRow.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.story.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.story.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatReviewNotesPaywall.vue
 create mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTableLoader.vue
 delete mode 100644 app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/__snapshots__/CSATMetrics.spec.js.snap
 create mode 100644 app/views/api/v1/accounts/csat_survey_responses/update.json.jbuilder
 create mode 100644 db/migrate/20260114192518_add_internal_observations_to_csat_survey_responses.rb
 create mode 100644 db/migrate/20260114201315_add_observations_audit_to_csat_survey_responses.rb
 create mode 100644 enterprise/app/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller.rb
 create mode 100644 spec/enterprise/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller_spec.rb

diff --git a/app/controllers/api/v1/accounts/csat_survey_responses_controller.rb b/app/controllers/api/v1/accounts/csat_survey_responses_controller.rb
index f5bed6c34..0cde5f5c1 100644
--- a/app/controllers/api/v1/accounts/csat_survey_responses_controller.rb
+++ b/app/controllers/api/v1/accounts/csat_survey_responses_controller.rb
@@ -50,3 +50,5 @@ class Api::V1::Accounts::CsatSurveyResponsesController < Api::V1::Accounts::Base
     @current_page = params[:page] || 1
   end
 end
+
+Api::V1::Accounts::CsatSurveyResponsesController.prepend_mod_with('Api::V1::Accounts::CsatSurveyResponsesController')
diff --git a/app/javascript/dashboard/components/ui/DatePicker/DatePicker.vue b/app/javascript/dashboard/components/ui/DatePicker/DatePicker.vue
index bbb31d72c..886bc30a0 100644
--- a/app/javascript/dashboard/components/ui/DatePicker/DatePicker.vue
+++ b/app/javascript/dashboard/components/ui/DatePicker/DatePicker.vue
@@ -206,10 +206,14 @@ const emitDateRange = () => {
     emit('dateRangeChanged', [selectedStartDate.value, selectedEndDate.value]);
   }
 };
+
+const closeDatePicker = () => {
+  showDatePicker.value = false;
+};
 </script>
 
 <template>
-  <div class="relative font-inter">
+  <div v-on-clickaway="closeDatePicker" class="relative font-inter">
     <DatePickerButton
       :selected-start-date="selectedStartDate"
       :selected-end-date="selectedEndDate"
diff --git a/app/javascript/dashboard/components/widgets/ShowMore.vue b/app/javascript/dashboard/components/widgets/ShowMore.vue
index ca0ef36a7..43fe857c9 100644
--- a/app/javascript/dashboard/components/widgets/ShowMore.vue
+++ b/app/javascript/dashboard/components/widgets/ShowMore.vue
@@ -38,7 +38,7 @@ const toggleShowMore = () => {
     <button
       v-if="text.length > limit"
       class="text-n-brand !p-0 !border-0 align-top"
-      @click="toggleShowMore"
+      @click.stop="toggleShowMore"
     >
       {{ buttonLabel }}
     </button>
diff --git a/app/javascript/dashboard/i18n/locale/en/report.json b/app/javascript/dashboard/i18n/locale/en/report.json
index 91eda0af0..504caff0f 100644
--- a/app/javascript/dashboard/i18n/locale/en/report.json
+++ b/app/javascript/dashboard/i18n/locale/en/report.json
@@ -402,22 +402,48 @@
   },
   "CSAT_REPORTS": {
     "HEADER": "CSAT Reports",
-    "NO_RECORDS": "There are no CSAT survey responses available.",
+    "NO_RECORDS": "No responses yet",
+    "NO_RECORDS_DESCRIPTION": "CSAT survey responses will appear here once customers start providing feedback.",
     "DOWNLOAD": "Download CSAT Reports",
     "DOWNLOAD_FAILED": "Failed to download CSAT Reports",
     "FILTERS": {
+      "ADD_FILTER": "Add filter",
+      "CLEAR_ALL": "Clear all",
+      "NO_FILTER": "No filters available",
+      "INPUT_PLACEHOLDER": {
+        "AGENTS": "Search agents",
+        "INBOXES": "Search inboxes",
+        "TEAMS": "Search teams",
+        "RATINGS": "Search ratings"
+      },
       "AGENTS": {
-        "PLACEHOLDER": "Choose Agents"
+        "LABEL": "Agent"
+      },
+      "INBOXES": {
+        "LABEL": "Inbox"
+      },
+      "TEAMS": {
+        "LABEL": "Team"
+      },
+      "RATINGS": {
+        "LABEL": "Rating"
       }
     },
     "TABLE": {
       "HEADER": {
         "CONTACT_NAME": "Contact",
-        "AGENT_NAME": "Assigned agent",
+        "AGENT_NAME": "Agent",
         "RATING": "Rating",
-        "FEEDBACK_TEXT": "Feedback comment"
-      }
+        "FEEDBACK_TEXT": "Feedback comment",
+        "CONVERSATION": "Conversation",
+        "CUSTOMER": "Customer",
+        "RESPONSE": "Response",
+        "HANDLED_BY": "Handled by"
+      },
+      "UNKNOWN_CUSTOMER": "Unknown customer"
     },
+    "NO_AGENT": "No assigned agent",
+    "NO_FEEDBACK": "No feedback provided",
     "METRIC": {
       "TOTAL_RESPONSES": {
         "LABEL": "Total responses",
@@ -430,6 +456,25 @@
       "RESPONSE_RATE": {
         "LABEL": "Response rate",
         "TOOLTIP": "Total number of responses / Total number of CSAT survey messages sent * 100"
+      },
+      "RATING_DISTRIBUTION": "Rating distribution"
+    },
+    "REVIEW_NOTES": {
+      "TITLE": "Review notes",
+      "PLACEHOLDER": "Add review notes about this rating...",
+      "SAVE": "Save",
+      "CANCEL": "Cancel",
+      "SAVING": "Saving...",
+      "SAVED": "Notes saved successfully",
+      "SAVE_ERROR": "Failed to save notes",
+      "UPDATED_BY": "Updated by {name} {time}",
+      "UPDATED_BY_LABEL": "Updated by",
+      "PAYWALL": {
+        "TITLE": "Upgrade to add review notes",
+        "AVAILABLE_ON": "The review notes feature is only available in the Business and Enterprise plans.",
+        "UPGRADE_PROMPT": "Add internal context to every CSAT response with review notes. Capture what really happened, spot patterns faster, and make better decisions from your feedback.",
+        "UPGRADE_NOW": "Upgrade now",
+        "CANCEL_ANYTIME": "You can change or cancel your plan anytime"
       }
     }
   },
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/CsatResponses.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/CsatResponses.vue
index 58a014165..1b74f053c 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/CsatResponses.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/CsatResponses.vue
@@ -3,7 +3,7 @@ import { mapGetters } from 'vuex';
 import { useAlert, useTrack } from 'dashboard/composables';
 import CsatMetrics from './components/CsatMetrics.vue';
 import CsatTable from './components/CsatTable.vue';
-import ReportFilterSelector from './components/FilterSelector.vue';
+import CsatFilters from './components/Csat/CsatFilters.vue';
 import { generateFileName } from '../../../../helper/downloadHelper';
 import { REPORTS_EVENTS } from '../../../../helper/AnalyticsHelper/events';
 import { FEATURE_FLAGS } from '../../../../featureFlags';
@@ -15,7 +15,7 @@ export default {
   components: {
     CsatMetrics,
     CsatTable,
-    ReportFilterSelector,
+    CsatFilters,
     ReportHeader,
     V4Button,
   },
@@ -90,7 +90,7 @@ export default {
       selectedTeam,
       selectedRating,
     }) {
-      // do not track filter change on inital load
+      // do not track filter change on initial load
       if (this.from !== 0 && this.to !== 0) {
         useTrack(REPORTS_EVENTS.FILTER_REPORT, {
           filterType: 'date',
@@ -121,16 +121,11 @@ export default {
     />
   </ReportHeader>
 
-  <div class="flex flex-col gap-4">
-    <ReportFilterSelector
-      show-agents-filter
-      show-inbox-filter
-      show-rating-filter
+  <div class="flex flex-col gap-6">
+    <CsatFilters
       :show-team-filter="isTeamsEnabled"
-      :show-business-hours-switch="false"
       @filter-change="onFilterChange"
     />
-
     <CsatMetrics :filters="requestPayload" />
     <CsatTable :page-index="pageIndex" @page-change="onPageNumberChange" />
   </div>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/ConversationCell.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/ConversationCell.vue
deleted file mode 100644
index 0b221857e..000000000
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/ConversationCell.vue
+++ /dev/null
@@ -1,26 +0,0 @@
-<script setup>
-import { computed } from 'vue';
-
-const { row } = defineProps({
-  row: {
-    type: Object,
-    required: true,
-  },
-});
-
-const routerParams = computed(() => ({
-  name: 'inbox_conversation',
-  params: { conversation_id: row.original.conversationId },
-}));
-</script>
-
-<template>
-  <div class="text-right">
-    <router-link :to="routerParams" class="hover:underline">
-      {{ `#${row.original.conversationId}` }}
-    </router-link>
-    <div v-tooltip="row.original.createdAt" class="text-n-slate-11 text-sm">
-      {{ row.original.createdAgo }}
-    </div>
-  </div>
-</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilterHelpers.js b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilterHelpers.js
new file mode 100644
index 000000000..064b58080
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilterHelpers.js
@@ -0,0 +1,36 @@
+import { CSAT_RATINGS } from 'shared/constants/messages';
+
+export const buildFilterList = (items, type) =>
+  items.map(item => ({
+    id: item.id,
+    name: type === 'ratings' ? item.emoji : item.name,
+    type,
+  }));
+
+export const buildRatingsList = t =>
+  CSAT_RATINGS.map(rating => ({
+    id: rating.value,
+    name: `${t(rating.translationKey)}`,
+    type: 'ratings',
+  }));
+
+export const getActiveFilter = (filters, type, key) =>
+  filters.find(item => item.id.toString() === key.toString());
+
+export const getFilterType = (input, direction) => {
+  const filterMap = {
+    keyToType: {
+      user_ids: 'agents',
+      inbox_id: 'inboxes',
+      team_id: 'teams',
+      rating: 'ratings',
+    },
+    typeToKey: {
+      agents: 'user_ids',
+      inboxes: 'inbox_id',
+      teams: 'team_id',
+      ratings: 'rating',
+    },
+  };
+  return filterMap[direction][input];
+};
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilters.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilters.vue
new file mode 100644
index 000000000..66d601ca4
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/Csat/CsatFilters.vue
@@ -0,0 +1,267 @@
+<script setup>
+import { ref, computed, onMounted } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
+import { getUnixStartOfDay, getUnixEndOfDay } from 'helpers/DateHelper';
+import {
+  buildFilterList,
+  buildRatingsList,
+  getActiveFilter,
+  getFilterType,
+} from './CsatFilterHelpers';
+import FilterButton from 'dashboard/components/ui/Dropdown/DropdownButton.vue';
+import ActiveFilterChip from '../Filters/v3/ActiveFilterChip.vue';
+import AddFilterChip from '../Filters/v3/AddFilterChip.vue';
+import WootDatePicker from 'dashboard/components/ui/DatePicker/DatePicker.vue';
+
+const props = defineProps({
+  showTeamFilter: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const emit = defineEmits(['filterChange']);
+
+const { t } = useI18n();
+const store = useStore();
+
+const showDropdownMenu = ref(false);
+const showSubDropdownMenu = ref(false);
+const activeFilterType = ref('');
+const customDateRange = ref([new Date(), new Date()]);
+const appliedFilters = ref({
+  user_ids: null,
+  inbox_id: null,
+  team_id: null,
+  rating: null,
+});
+
+const agents = computed(() => store.getters['agents/getAgents']);
+const inboxes = computed(() => store.getters['inboxes/getInboxes']);
+const teams = computed(() => store.getters['teams/getTeams']);
+
+const ratings = computed(() => buildRatingsList(t));
+
+const from = computed(() => getUnixStartOfDay(customDateRange.value[0]));
+const to = computed(() => getUnixEndOfDay(customDateRange.value[1]));
+
+const getFilterSource = type => {
+  const sources = {
+    agents: agents.value,
+    inboxes: inboxes.value,
+    teams: teams.value,
+    ratings: ratings.value,
+  };
+  return sources[type] || [];
+};
+
+const getFilterOptions = type => {
+  if (type === 'ratings') {
+    return ratings.value;
+  }
+  return buildFilterList(getFilterSource(type), type);
+};
+
+const filterListMenuItems = computed(() => {
+  const filterTypes = [
+    {
+      id: '1',
+      name: t('CSAT_REPORTS.FILTERS.AGENTS.LABEL'),
+      type: 'agents',
+    },
+    {
+      id: '2',
+      name: t('CSAT_REPORTS.FILTERS.INBOXES.LABEL'),
+      type: 'inboxes',
+    },
+    {
+      id: '3',
+      name: t('CSAT_REPORTS.FILTERS.RATINGS.LABEL'),
+      type: 'ratings',
+    },
+  ];
+
+  if (props.showTeamFilter) {
+    filterTypes.splice(2, 0, {
+      id: '4',
+      name: t('CSAT_REPORTS.FILTERS.TEAMS.LABEL'),
+      type: 'teams',
+    });
+  }
+
+  const activeFilterKeys = Object.keys(appliedFilters.value).filter(
+    key => appliedFilters.value[key]
+  );
+  const activeFilterTypes = activeFilterKeys.map(key =>
+    getFilterType(key, 'keyToType')
+  );
+
+  return filterTypes
+    .filter(({ type }) => !activeFilterTypes.includes(type))
+    .map(({ id, name, type }) => ({
+      id,
+      name,
+      type,
+      options: getFilterOptions(type),
+    }));
+});
+
+const activeFilters = computed(() => {
+  const activeKeys = Object.keys(appliedFilters.value).filter(
+    key => appliedFilters.value[key]
+  );
+  return activeKeys.map(key => {
+    const filterType = getFilterType(key, 'keyToType');
+    const items = getFilterSource(filterType);
+    const item = getActiveFilter(items, filterType, appliedFilters.value[key]);
+    return {
+      id: item?.id,
+      name: item?.name || '',
+      type: filterType,
+      options: getFilterOptions(filterType),
+    };
+  });
+});
+
+const hasActiveFilters = computed(() =>
+  Object.values(appliedFilters.value).some(value => value !== null)
+);
+
+const isAllFilterSelected = computed(() => !filterListMenuItems.value.length);
+
+const emitChange = () => {
+  emit('filterChange', {
+    from: from.value,
+    to: to.value,
+    selectedAgents: appliedFilters.value.user_ids
+      ? [{ id: appliedFilters.value.user_ids }]
+      : [],
+    selectedInbox: appliedFilters.value.inbox_id
+      ? { id: appliedFilters.value.inbox_id }
+      : null,
+    selectedTeam: appliedFilters.value.team_id
+      ? { id: appliedFilters.value.team_id }
+      : null,
+    selectedRating: appliedFilters.value.rating
+      ? { value: appliedFilters.value.rating }
+      : null,
+  });
+};
+
+const closeDropdown = () => {
+  showDropdownMenu.value = false;
+};
+
+const closeActiveFilterDropdown = () => {
+  activeFilterType.value = '';
+  showSubDropdownMenu.value = false;
+};
+
+const resetDropdown = () => {
+  closeDropdown();
+  closeActiveFilterDropdown();
+};
+
+const addFilter = item => {
+  const { type, id } = item;
+  const filterKey = getFilterType(type, 'typeToKey');
+  appliedFilters.value[filterKey] = id;
+  emitChange();
+  resetDropdown();
+};
+
+const removeFilter = type => {
+  const filterKey = getFilterType(type, 'typeToKey');
+  appliedFilters.value[filterKey] = null;
+  emitChange();
+};
+
+const clearAllFilters = () => {
+  appliedFilters.value = {
+    user_ids: null,
+    inbox_id: null,
+    team_id: null,
+    rating: null,
+  };
+  emitChange();
+  resetDropdown();
+};
+
+const showDropdown = () => {
+  showSubDropdownMenu.value = false;
+  showDropdownMenu.value = !showDropdownMenu.value;
+};
+
+const openActiveFilterDropdown = filterType => {
+  closeDropdown();
+  activeFilterType.value = filterType;
+  showSubDropdownMenu.value = !showSubDropdownMenu.value;
+};
+
+const onDateRangeChange = value => {
+  customDateRange.value = value;
+  emitChange();
+};
+
+onMounted(() => {
+  emitChange();
+});
+</script>
+
+<template>
+  <div class="flex flex-col flex-wrap w-full gap-3 md:flex-row">
+    <WootDatePicker @date-range-changed="onDateRangeChange" />
+
+    <div
+      class="flex flex-col flex-wrap items-start gap-2 md:items-center md:flex-nowrap md:flex-row"
+    >
+      <div v-if="hasActiveFilters" class="flex flex-wrap gap-2 md:flex-nowrap">
+        <ActiveFilterChip
+          v-for="filter in activeFilters"
+          v-bind="filter"
+          :key="filter.type"
+          :placeholder="
+            $t(
+              `CSAT_REPORTS.FILTERS.INPUT_PLACEHOLDER.${filter.type.toUpperCase()}`
+            )
+          "
+          :active-filter-type="activeFilterType"
+          :show-menu="showSubDropdownMenu"
+          enable-search
+          @toggle-dropdown="openActiveFilterDropdown"
+          @close-dropdown="closeActiveFilterDropdown"
+          @add-filter="addFilter"
+          @remove-filter="removeFilter"
+        />
+      </div>
+
+      <div
+        v-if="hasActiveFilters && !isAllFilterSelected"
+        class="w-full h-px border md:w-px md:h-5 border-n-weak"
+      />
+
+      <div class="flex items-center gap-2">
+        <AddFilterChip
+          v-if="!isAllFilterSelected"
+          placeholder-i18n-key="CSAT_REPORTS.FILTERS.INPUT_PLACEHOLDER"
+          :name="$t('CSAT_REPORTS.FILTERS.ADD_FILTER')"
+          :menu-option="filterListMenuItems"
+          :show-menu="showDropdownMenu"
+          :empty-state-message="$t('CSAT_REPORTS.FILTERS.NO_FILTER')"
+          @toggle-dropdown="showDropdown"
+          @close-dropdown="closeDropdown"
+          @add-filter="addFilter"
+        />
+
+        <div v-if="hasActiveFilters" class="w-px h-5 border border-n-weak" />
+
+        <FilterButton
+          v-if="hasActiveFilters"
+          :button-text="$t('CSAT_REPORTS.FILTERS.CLEAR_ALL')"
+          @click="clearAllFilters"
+        />
+      </div>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatContactCell.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatContactCell.vue
new file mode 100644
index 000000000..19a49ae4e
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatContactCell.vue
@@ -0,0 +1,52 @@
+<script setup>
+import Avatar from 'dashboard/components-next/avatar/Avatar.vue';
+
+defineProps({
+  contact: {
+    type: Object,
+    default: null,
+  },
+  conversationId: {
+    type: Number,
+    required: true,
+  },
+  createdAgo: {
+    type: String,
+    default: '',
+  },
+  createdAt: {
+    type: String,
+    default: '',
+  },
+});
+</script>
+
+<template>
+  <div class="flex items-center gap-2">
+    <Avatar
+      :src="contact?.thumbnail || ''"
+      :name="contact?.name || ''"
+      :size="32"
+      rounded-full
+    />
+    <div class="flex flex-col gap-0.5">
+      <span class="text-sm text-n-slate-12 font-medium capitalize">
+        {{ contact?.name || '—' }}
+      </span>
+      <div
+        class="flex items-center gap-1 text-xs text-n-slate-10 whitespace-nowrap"
+      >
+        <a
+          :href="`/app/accounts/${$route.params.accountId}/conversations/${conversationId}`"
+          class="flex items-center text-xs gap-0.5 hover:text-n-brand hover:underline"
+          target="_blank"
+          rel="noopener noreferrer nofollow"
+        >
+          <span>#{{ conversationId }}</span>
+        </a>
+        <span>·</span>
+        <span :title="createdAt">{{ createdAgo }}</span>
+      </div>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatEmptyState.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatEmptyState.vue
new file mode 100644
index 000000000..95c022c9c
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatEmptyState.vue
@@ -0,0 +1,32 @@
+<script setup>
+defineProps({
+  title: {
+    type: String,
+    required: true,
+  },
+  description: {
+    type: String,
+    default: '',
+  },
+  icon: {
+    type: String,
+    default: 'i-lucide-message-square-off',
+  },
+});
+</script>
+
+<template>
+  <div class="flex flex-col items-center justify-center py-16 px-6 text-center">
+    <div
+      class="size-16 rounded-full bg-n-alpha-2 flex items-center justify-center mb-4"
+    >
+      <i :class="icon" class="size-8 text-n-slate-10" />
+    </div>
+    <h3 class="text-base font-medium text-n-slate-12 mb-1">
+      {{ title }}
+    </h3>
+    <p v-if="description" class="text-sm text-n-slate-10 max-w-sm">
+      {{ description }}
+    </p>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatExpandedRow.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatExpandedRow.vue
new file mode 100644
index 000000000..9bff3faf9
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatExpandedRow.vue
@@ -0,0 +1,162 @@
+<script setup>
+import { ref, computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { useStore } from 'vuex';
+import { useAlert } from 'dashboard/composables';
+import { useAccount } from 'dashboard/composables/useAccount';
+import { useMessageFormatter } from 'shared/composables/useMessageFormatter';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Editor from 'dashboard/components-next/Editor/Editor.vue';
+import CsatReviewNotesPaywall from './CsatReviewNotesPaywall.vue';
+import { dynamicTime } from 'shared/helpers/timeHelper';
+
+const props = defineProps({
+  response: {
+    type: Object,
+    required: true,
+  },
+});
+
+const { t } = useI18n();
+const store = useStore();
+const { isCloudFeatureEnabled, isOnChatwootCloud } = useAccount();
+const { formatMessage } = useMessageFormatter();
+
+const isFeatureEnabled = computed(() =>
+  isCloudFeatureEnabled('csat_review_notes')
+);
+const showPaywall = computed(
+  () => !isFeatureEnabled.value && isOnChatwootCloud.value
+);
+
+const reviewNotes = ref(props.response.csat_review_notes || '');
+const isEditing = ref(!props.response.csat_review_notes);
+const isSaving = ref(false);
+
+const hasExistingReviewNotes = computed(
+  () => !!props.response.csat_review_notes
+);
+
+const hasChanges = computed(
+  () => reviewNotes.value !== (props.response.csat_review_notes || '')
+);
+
+const startEditing = () => {
+  isEditing.value = true;
+};
+
+const cancelEditing = () => {
+  reviewNotes.value = props.response.csat_review_notes || '';
+  if (hasExistingReviewNotes.value) {
+    isEditing.value = false;
+  }
+};
+
+const saveReviewNotes = async () => {
+  isSaving.value = true;
+  try {
+    await store.dispatch('csat/update', {
+      id: props.response.id,
+      reviewNotes: reviewNotes.value,
+    });
+    useAlert(t('CSAT_REPORTS.REVIEW_NOTES.SAVED'));
+    isEditing.value = false;
+  } catch {
+    useAlert(t('CSAT_REPORTS.REVIEW_NOTES.SAVE_ERROR'));
+  } finally {
+    isSaving.value = false;
+  }
+};
+</script>
+
+<template>
+  <div class="py-4 px-5 border-t border-n-container bg-n-background">
+    <CsatReviewNotesPaywall v-if="showPaywall" />
+    <div v-else-if="isFeatureEnabled" class="flex flex-col gap-3">
+      <div class="flex items-start gap-4">
+        <div
+          class="flex items-center gap-1.5 text-n-slate-11 shrink-0 w-36 pt-3"
+        >
+          <i class="i-lucide-notebook-pen size-4" />
+          <span class="text-sm font-medium">
+            {{ $t('CSAT_REPORTS.REVIEW_NOTES.TITLE') }}
+          </span>
+        </div>
+
+        <div class="flex-1 max-w-2xl">
+          <div
+            v-if="hasExistingReviewNotes && !isEditing"
+            class="group flex items-start gap-2 py-2 px-3 rounded-lg hover:bg-n-slate-2 dark:hover:bg-n-solid-3 cursor-pointer transition-colors"
+            @click.stop="startEditing"
+          >
+            <p
+              v-dompurify-html="formatMessage(response.csat_review_notes || '')"
+              class="flex-1 text-sm text-n-slate-12 prose-sm prose-p:text-sm prose-p:leading-relaxed prose-p:mb-1 prose-p:mt-0"
+            />
+            <i
+              class="i-lucide-pencil size-4 text-n-slate-10 opacity-0 group-hover:opacity-100 transition-opacity shrink-0 mt-0.5"
+            />
+          </div>
+
+          <div
+            v-else
+            class="flex flex-col gap-3 [&_.ProseMirror]:min-h-32 [&_.ProseMirror]:max-h-64 [&_.ProseMirror-menubar]:!mt-0"
+            @click.stop
+          >
+            <Editor
+              v-model="reviewNotes"
+              :placeholder="$t('CSAT_REPORTS.REVIEW_NOTES.PLACEHOLDER')"
+              :show-character-count="false"
+              :enable-canned-responses="false"
+              focus-on-mount
+            >
+              <template #actions>
+                <div class="flex items-center gap-2 py-2">
+                  <Button
+                    v-if="hasExistingReviewNotes"
+                    variant="ghost"
+                    size="xs"
+                    :label="$t('CSAT_REPORTS.REVIEW_NOTES.CANCEL')"
+                    @click.stop="cancelEditing"
+                  />
+                  <Button
+                    :label="$t('CSAT_REPORTS.REVIEW_NOTES.SAVE')"
+                    :disabled="!hasChanges || isSaving"
+                    :loading="isSaving"
+                    size="xs"
+                    @click.stop="saveReviewNotes"
+                  />
+                </div>
+              </template>
+            </Editor>
+          </div>
+        </div>
+      </div>
+
+      <div
+        v-if="
+          hasExistingReviewNotes &&
+          !isEditing &&
+          response.review_notes_updated_by
+        "
+        class="flex items-center gap-4"
+      >
+        <div class="flex items-center gap-1.5 text-n-slate-11 shrink-0 w-36">
+          <i class="i-lucide-user-pen size-4" />
+          <span class="text-sm font-medium">
+            {{ $t('CSAT_REPORTS.REVIEW_NOTES.UPDATED_BY_LABEL') }}
+          </span>
+        </div>
+        <div class="flex items-center gap-1 flex-1 max-w-2xl px-3">
+          <span class="text-sm text-n-slate-12">
+            {{ response.review_notes_updated_by.name }}
+          </span>
+          <span class="text-n-slate-10">·</span>
+          <span class="text-sm text-n-slate-10">
+            {{ dynamicTime(response.review_notes_updated_at) }}
+          </span>
+        </div>
+      </div>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.story.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.story.vue
new file mode 100644
index 000000000..901538009
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.story.vue
@@ -0,0 +1,53 @@
+<script setup>
+import CsatMetricCard from './CsatMetricCard.vue';
+</script>
+
+<!-- eslint-disable vue/no-bare-strings-in-template -->
+<!-- eslint-disable vue/no-undef-components -->
+<template>
+  <Story
+    title="Components/Reports/CsatMetricCard"
+    :layout="{ type: 'grid', width: '400px' }"
+  >
+    <Variant title="Default">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Total Responses"
+          tooltip="Total number of responses received"
+          value="1,234"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Percentage Value">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Satisfaction Score"
+          tooltip="Percentage of positive responses"
+          value="85%"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Loading State">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Response Rate"
+          tooltip="Percentage of conversations with responses"
+          value="0"
+          is-loading
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Zero Value">
+      <div class="p-4 bg-n-background">
+        <CsatMetricCard
+          label="Total Responses"
+          tooltip="Total number of responses received"
+          value="0"
+        />
+      </div>
+    </Variant>
+  </Story>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.vue
new file mode 100644
index 000000000..09ffa09c8
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetricCard.vue
@@ -0,0 +1,41 @@
+<script setup>
+defineProps({
+  label: {
+    type: String,
+    required: true,
+  },
+  tooltip: {
+    type: String,
+    required: true,
+  },
+  value: {
+    type: [String, Number],
+    required: true,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+</script>
+
+<template>
+  <div class="flex flex-col gap-2 items-start justify-center min-w-[10rem]">
+    <span
+      class="inline-flex items-center gap-1 text-sm font-medium text-n-slate-11"
+    >
+      {{ label }}
+      <span
+        v-tooltip.right="tooltip"
+        class="i-lucide-info flex flex-shrink-0 text-n-slate-10 size-3.5"
+      />
+    </span>
+    <div
+      v-if="isLoading"
+      class="w-16 h-8 rounded-md bg-n-slate-3 animate-pulse"
+    />
+    <span v-else class="text-2xl font-medium text-n-slate-12">
+      {{ value }}
+    </span>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetrics.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetrics.vue
index f33ba9f37..a5a45a8b9 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetrics.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatMetrics.vue
@@ -1,135 +1,63 @@
-<script>
-import { mapGetters } from 'vuex';
-import CsatMetricCard from './ReportMetricCard.vue';
-import { CSAT_RATINGS } from 'shared/constants/messages';
-import BarChart from 'shared/components/charts/BarChart.vue';
+<script setup>
+import { computed } from 'vue';
+import { useMapGetter } from 'dashboard/composables/store';
+import CsatMetricCard from './CsatMetricCard.vue';
+import CsatRatingDistribution from './CsatRatingDistribution.vue';
 
-export default {
-  components: { BarChart, CsatMetricCard },
-  props: {
-    filters: {
-      type: Object,
-      required: true,
-    },
-  },
-  data() {
-    return {
-      csatRatings: CSAT_RATINGS,
-    };
-  },
-  computed: {
-    ...mapGetters({
-      metrics: 'csat/getMetrics',
-      ratingPercentage: 'csat/getRatingPercentage',
-      satisfactionScore: 'csat/getSatisfactionScore',
-      responseRate: 'csat/getResponseRate',
-    }),
-    ratingFilterEnabled() {
-      return Boolean(this.filters.rating);
-    },
-    chartData() {
-      const sortedRatings = [...CSAT_RATINGS].sort((a, b) => b.value - a.value);
-      return {
-        labels: ['Rating'],
-        datasets: sortedRatings.map(rating => ({
-          label: rating.emoji,
-          data: [this.ratingPercentage[rating.value]],
-          backgroundColor: rating.color,
-        })),
-      };
-    },
-    responseCount() {
-      return this.metrics.totalResponseCount
-        ? this.metrics.totalResponseCount.toLocaleString()
-        : '--';
-    },
-    chartOptions() {
-      return {
-        indexAxis: 'y',
-        responsive: true,
-        plugins: {
-          legend: {
-            display: false,
-          },
-          title: {
-            display: false,
-          },
-          tooltip: {
-            enabled: false,
-          },
-        },
-        scales: {
-          x: {
-            display: false,
-            stacked: true,
-          },
-          y: {
-            display: false,
-            stacked: true,
-          },
-        },
-      };
-    },
-  },
-  methods: {
-    formatToPercent(value) {
-      return value ? `${value}%` : '--';
-    },
-    ratingToEmoji(value) {
-      return CSAT_RATINGS.find(rating => rating.value === Number(value)).emoji;
-    },
-  },
-};
+const metrics = useMapGetter('csat/getMetrics');
+const ratingPercentage = useMapGetter('csat/getRatingPercentage');
+const ratingCount = useMapGetter('csat/getRatingCount');
+const satisfactionScore = useMapGetter('csat/getSatisfactionScore');
+const responseRate = useMapGetter('csat/getResponseRate');
+const uiFlags = useMapGetter('csat/getUIFlags');
+
+const isLoading = computed(() => uiFlags.value.isFetchingMetrics);
+
+const responseCount = computed(() =>
+  metrics.value.totalResponseCount
+    ? metrics.value.totalResponseCount.toLocaleString()
+    : '0'
+);
+
+const formatPercent = value => (value ? `${value}%` : '0%');
 </script>
 
-<!-- eslint-disable vue/no-unused-refs -->
-<!-- Added ref for writing specs -->
 <template>
-  <div
-    class="flex-col lg:flex-row flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-8 gap-4"
-  >
-    <CsatMetricCard
-      :label="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP')"
-      :value="responseCount"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-    <CsatMetricCard
-      :disabled="ratingFilterEnabled"
-      :label="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP')"
-      :value="ratingFilterEnabled ? '--' : formatToPercent(satisfactionScore)"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-    <CsatMetricCard
-      :label="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL')"
-      :info-text="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP')"
-      :value="formatToPercent(responseRate)"
-      class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]"
-    />
-
+  <div class="flex flex-col gap-4">
     <div
-      v-if="metrics.totalResponseCount && !ratingFilterEnabled"
-      ref="csatBarChart"
-      class="w-full md:w-1/2 md:max-w-[50%] flex-1 rtl:[direction:initial]"
+      class="flex sm:flex-row flex-col w-full gap-4 sm:gap-14 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
     >
-      <h3
-        class="flex items-center m-0 text-xs font-medium md:text-sm text-n-slate-12"
-      >
-        <div class="flex flex-row-reverse justify-end">
-          <div
-            v-for="(rating, key, index) in ratingPercentage"
-            :key="rating + key + index"
-            class="ltr:pr-4 rtl:pl-4"
-          >
-            <span class="my-0 mx-0.5">{{ ratingToEmoji(key) }}</span>
-            <span>{{ formatToPercent(rating) }}</span>
-          </div>
-        </div>
-      </h3>
-      <div class="mt-2 h-6">
-        <BarChart :collection="chartData" :chart-options="chartOptions" />
-      </div>
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP')"
+        :value="responseCount"
+        :is-loading="isLoading"
+      />
+
+      <div class="w-full sm:w-px bg-n-strong" />
+
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP')"
+        :value="formatPercent(satisfactionScore)"
+        :is-loading="isLoading"
+      />
+
+      <div class="w-full sm:w-px bg-n-strong" />
+
+      <CsatMetricCard
+        :label="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL')"
+        :tooltip="$t('CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP')"
+        :value="formatPercent(responseRate)"
+        :is-loading="isLoading"
+      />
     </div>
+
+    <CsatRatingDistribution
+      :rating-percentage="ratingPercentage"
+      :rating-count="ratingCount"
+      :total-response-count="metrics.totalResponseCount"
+      :is-loading="isLoading"
+    />
   </div>
 </template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.story.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.story.vue
new file mode 100644
index 000000000..5ceb2624b
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.story.vue
@@ -0,0 +1,75 @@
+<script setup>
+import CsatRatingDistribution from './CsatRatingDistribution.vue';
+
+const sampleRatingPercentage = {
+  1: 5,
+  2: 10,
+  3: 15,
+  4: 25,
+  5: 45,
+};
+
+const sampleRatingCount = {
+  1: 50,
+  2: 100,
+  3: 150,
+  4: 250,
+  5: 450,
+};
+
+const emptyRatingPercentage = {
+  1: 0,
+  2: 0,
+  3: 0,
+  4: 0,
+  5: 0,
+};
+
+const emptyRatingCount = {
+  1: 0,
+  2: 0,
+  3: 0,
+  4: 0,
+  5: 0,
+};
+</script>
+
+<!-- eslint-disable vue/no-bare-strings-in-template -->
+<!-- eslint-disable vue/no-undef-components -->
+<template>
+  <Story
+    title="Components/Reports/CsatRatingDistribution"
+    :layout="{ type: 'grid', width: '800px' }"
+  >
+    <Variant title="With Data">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="sampleRatingPercentage"
+          :rating-count="sampleRatingCount"
+          :total-response-count="1000"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Empty State">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="emptyRatingPercentage"
+          :rating-count="emptyRatingCount"
+          :total-response-count="0"
+        />
+      </div>
+    </Variant>
+
+    <Variant title="Loading State">
+      <div class="p-4 bg-n-background">
+        <CsatRatingDistribution
+          :rating-percentage="emptyRatingPercentage"
+          :rating-count="emptyRatingCount"
+          :total-response-count="0"
+          is-loading
+        />
+      </div>
+    </Variant>
+  </Story>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.vue
new file mode 100644
index 000000000..6999bbff2
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatRatingDistribution.vue
@@ -0,0 +1,101 @@
+<script setup>
+import { computed } from 'vue';
+import { useI18n } from 'vue-i18n';
+import { CSAT_RATINGS } from 'shared/constants/messages';
+
+const props = defineProps({
+  ratingPercentage: {
+    type: Object,
+    default: () => ({}),
+  },
+  ratingCount: {
+    type: Object,
+    default: () => ({}),
+  },
+  totalResponseCount: {
+    type: Number,
+    default: 0,
+  },
+  isLoading: {
+    type: Boolean,
+    default: false,
+  },
+});
+
+const { t } = useI18n();
+
+const sortedRatings = computed(() =>
+  [...CSAT_RATINGS].sort((a, b) => b.value - a.value)
+);
+
+const formatPercent = value => (value ? `${value}%` : '0%');
+
+const getRatingLabel = value => {
+  const rating = CSAT_RATINGS.find(r => r.value === value);
+  return rating ? t(rating.translationKey) : '';
+};
+
+const getRatingCount = value => {
+  return props.ratingCount[value] || 0;
+};
+</script>
+
+<template>
+  <div
+    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
+  >
+    <span class="text-sm font-medium text-n-slate-11">
+      {{ $t('CSAT_REPORTS.METRIC.RATING_DISTRIBUTION') }}
+    </span>
+
+    <div v-if="isLoading" class="mt-4">
+      <div class="h-6 w-full rounded-full bg-n-slate-3 animate-pulse" />
+      <div class="flex gap-6 mt-4">
+        <div
+          v-for="n in 5"
+          :key="n"
+          class="h-4 w-20 rounded bg-n-slate-3 animate-pulse"
+        />
+      </div>
+    </div>
+
+    <div v-else class="mt-4">
+      <div
+        v-if="totalResponseCount"
+        class="flex h-6 w-full rounded-full overflow-hidden bg-n-alpha-2"
+      >
+        <div
+          v-for="rating in sortedRatings"
+          :key="rating.value"
+          v-tooltip="
+            `${getRatingLabel(rating.value)}: ${formatPercent(ratingPercentage[rating.value])} (${getRatingCount(rating.value)})`
+          "
+          :style="{
+            width: `${ratingPercentage[rating.value]}%`,
+            backgroundColor: rating.color,
+          }"
+          class="h-full transition-all duration-300 first:rounded-s-full last:rounded-e-full cursor-default"
+        />
+      </div>
+      <div v-else class="h-6 w-full rounded-full bg-n-alpha-2" />
+
+      <div class="flex flex-wrap gap-x-6 gap-y-2 mt-4">
+        <div
+          v-for="rating in sortedRatings"
+          :key="rating.value"
+          class="flex items-center gap-2"
+        >
+          <span class="text-sm text-n-slate-11">
+            {{ getRatingLabel(rating.value) }}
+          </span>
+          <span class="text-sm font-medium text-n-slate-12">
+            {{ formatPercent(ratingPercentage[rating.value]) }}
+          </span>
+          <span class="text-xs text-n-slate-10">
+            ({{ getRatingCount(rating.value) }})
+          </span>
+        </div>
+      </div>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatReviewNotesPaywall.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatReviewNotesPaywall.vue
new file mode 100644
index 000000000..3be9af53e
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatReviewNotesPaywall.vue
@@ -0,0 +1,28 @@
+<script setup>
+import { useRouter } from 'vue-router';
+import { useMapGetter } from 'dashboard/composables/store';
+import BasePaywallModal from 'dashboard/routes/dashboard/settings/components/BasePaywallModal.vue';
+
+const router = useRouter();
+const currentAccountId = useMapGetter('getCurrentAccountId');
+
+const goToBillingSettings = () => {
+  router.push({
+    name: 'billing_settings_index',
+    params: { accountId: currentAccountId.value },
+  });
+};
+</script>
+
+<template>
+  <div class="py-4 px-5 bg-n-background">
+    <div class="flex justify-center">
+      <BasePaywallModal
+        feature-prefix="CSAT_REPORTS.REVIEW_NOTES"
+        i18n-key="PAYWALL"
+        is-on-chatwoot-cloud
+        @upgrade="goToBillingSettings"
+      />
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTable.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTable.vue
index 64870d31c..a63b3ec35 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTable.vue
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTable.vue
@@ -1,19 +1,19 @@
 <script setup>
-import { defineEmits, computed, h } from 'vue';
+import { ref, computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
+import { useAccount } from 'dashboard/composables/useAccount';
 import { useI18n } from 'vue-i18n';
 
-// [TODO] Instead of converting the values to their reprentation when building the tableData
-// We should do the change in the cell
 import { messageStamp, dynamicTime } from 'shared/helpers/timeHelper';
 
-// components
-import Table from 'dashboard/components/table/Table.vue';
 import Pagination from 'dashboard/components/table/Pagination.vue';
 import UserAvatarWithName from 'dashboard/components/widgets/UserAvatarWithName.vue';
-import ConversationCell from './ConversationCell.vue';
+import ShowMore from 'dashboard/components/widgets/ShowMore.vue';
+import CsatContactCell from './CsatContactCell.vue';
+import CsatExpandedRow from './CsatExpandedRow.vue';
+import CsatEmptyState from './CsatEmptyState.vue';
+import CsatTableLoader from './CsatTableLoader.vue';
 
-// constants
 import { CSAT_RATINGS } from 'shared/constants/messages';
 
 import {
@@ -31,97 +31,82 @@ const { pageIndex } = defineProps({
 
 const emit = defineEmits(['pageChange']);
 const { t } = useI18n();
-// const isRTL = useMapGetter('accounts/isRTL');
+const { isCloudFeatureEnabled, isOnChatwootCloud } = useAccount();
 const csatResponses = useMapGetter('csat/getCSATResponses');
+
+const isFeatureEnabled = computed(() =>
+  isCloudFeatureEnabled('csat_review_notes')
+);
+const showExpandableRows = computed(
+  () => isFeatureEnabled.value || isOnChatwootCloud.value
+);
 const metrics = useMapGetter('csat/getMetrics');
+const uiFlags = useMapGetter('csat/getUIFlags');
+
+const isLoading = computed(() => uiFlags.value.isFetching);
+
+const expandedRows = ref({});
+
+const toggleRow = id => {
+  expandedRows.value = {
+    ...expandedRows.value,
+    [id]: !expandedRows.value[id],
+  };
+};
+
+const isRowExpanded = id => !!expandedRows.value[id];
 
 const tableData = computed(() => {
   return csatResponses.value.map(response => ({
+    id: response.id,
     contact: response.contact,
     assignedAgent: response.assigned_agent,
     rating: response.rating,
-    feedbackText: response.feedback_message || '---',
+    feedbackText: response.feedback_message || '',
     conversationId: response.conversation_id,
+    csatReviewNotes: response.csat_review_notes,
     createdAgo: dynamicTime(response.created_at),
     createdAt: messageStamp(response.created_at, 'LLL d yyyy, h:mm a'),
+    _original: response,
   }));
 });
 
-const defaultSpanRender = cellProps => {
-  const value = cellProps.getValue() || '---';
-  return h(
-    'span',
-    {
-      class: 'line-clamp-5 break-words max-w-full text-n-slate-12',
-      title: value,
-    },
-    value
-  );
+const getRatingData = rating => {
+  return CSAT_RATINGS.find(r => r.value === rating) || {};
 };
 
 const columnHelper = createColumnHelper();
 
-const columns = computed(() => [
-  columnHelper.accessor('contact', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.CONTACT_NAME'),
-    width: 200,
-    cell: cellProps => {
-      const { contact } = cellProps.row.original;
-      if (contact) {
-        return h(UserAvatarWithName, {
-          user: contact,
-          class: 'max-w-[200px] overflow-hidden',
-        });
-      }
-      return '--';
-    },
-  }),
-  columnHelper.accessor('assignedAgent', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.AGENT_NAME'),
-    width: 200,
-    cell: cellProps => {
-      const { assignedAgent } = cellProps.row.original;
-      if (assignedAgent) {
-        return h(UserAvatarWithName, {
-          user: assignedAgent,
-          class: 'max-w-[200px] overflow-hidden',
-        });
-      }
-      return '--';
-    },
-  }),
-  columnHelper.accessor('rating', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.RATING'),
-    align: 'center',
-    width: 80,
-    cell: cellProps => {
-      const { rating: giveRating } = cellProps.row.original;
-      const [ratingObject = {}] = CSAT_RATINGS.filter(
-        rating => rating.value === giveRating
-      );
+const columns = computed(() => {
+  const baseColumns = [
+    columnHelper.accessor('contact', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.CONTACT_NAME'),
+    }),
+    columnHelper.accessor('rating', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.RATING'),
+      size: 120,
+    }),
+    columnHelper.accessor('feedbackText', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.FEEDBACK_TEXT'),
+      size: 500,
+    }),
+    columnHelper.accessor('assignedAgent', {
+      header: t('CSAT_REPORTS.TABLE.HEADER.HANDLED_BY'),
+      size: 160,
+    }),
+  ];
 
-      return h(
-        'span',
-        {
-          class: ratingObject.emoji
-            ? 'emoji-response text-lg'
-            : 'text-n-slate-10',
-        },
-        ratingObject.emoji || '---'
-      );
-    },
-  }),
-  columnHelper.accessor('feedbackText', {
-    header: t('CSAT_REPORTS.TABLE.HEADER.FEEDBACK_TEXT'),
-    width: 400,
-    cell: defaultSpanRender,
-  }),
-  columnHelper.accessor('conversationId', {
-    header: '',
-    width: 100,
-    cell: cellProps => h(ConversationCell, cellProps),
-  }),
-]);
+  if (showExpandableRows.value) {
+    baseColumns.push(
+      columnHelper.accessor('actions', {
+        header: '',
+        size: 50,
+      })
+    );
+  }
+
+  return baseColumns;
+});
 
 const paginationParams = computed(() => {
   return {
@@ -149,25 +134,124 @@ const table = useVueTable({
     },
   },
   onPaginationChange: updater => {
-    const newPagintaion = updater(paginationParams.value);
-    emit('pageChange', newPagintaion.pageIndex);
+    const newPagination = updater(paginationParams.value);
+    emit('pageChange', newPagination.pageIndex);
   },
 });
 </script>
 
 <template>
   <div
-    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-5"
+    class="shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 overflow-hidden"
   >
-    <Table :table="table" class="max-h-[calc(100vh-21.875rem)]" />
-    <div
-      v-show="!tableData.length"
-      class="h-48 flex items-center justify-center text-n-slate-12 text-sm"
-    >
-      {{ $t('CSAT_REPORTS.NO_RECORDS') }}
+    <CsatTableLoader v-if="isLoading" />
+
+    <div v-else-if="tableData.length" class="overflow-x-auto">
+      <table class="w-full">
+        <thead class="bg-n-solid-2 border-b border-n-container">
+          <tr>
+            <th
+              v-for="header in table.getFlatHeaders()"
+              :key="header.id"
+              :style="{
+                width: header.getSize() ? `${header.getSize()}px` : 'auto',
+              }"
+              class="text-left py-3 px-5 font-medium text-sm text-n-slate-12"
+            >
+              {{ header.column.columnDef.header }}
+            </th>
+          </tr>
+        </thead>
+        <tbody class="divide-y divide-n-container">
+          <template v-for="row in tableData" :key="row.id">
+            <tr
+              class="group hover:bg-n-slate-2 dark:hover:bg-n-solid-3 transition-colors"
+              :class="{
+                'bg-n-slate-2 dark:bg-n-solid-3': isRowExpanded(row.id),
+                'cursor-pointer': showExpandableRows,
+              }"
+              @click="showExpandableRows && toggleRow(row.id)"
+            >
+              <td class="py-4 px-5">
+                <CsatContactCell
+                  :contact="row.contact"
+                  :conversation-id="row.conversationId"
+                  :created-ago="row.createdAgo"
+                  :created-at="row.createdAt"
+                />
+              </td>
+              <td class="py-4 px-5">
+                <div
+                  class="inline-flex items-center gap-1.5 px-2 py-1 rounded-lg"
+                  :style="{
+                    backgroundColor: `${getRatingData(row.rating).color}20`,
+                  }"
+                >
+                  <span class="text-sm font-medium text-n-slate-12 truncate">
+                    {{ $t(getRatingData(row.rating).translationKey) }}
+                  </span>
+                </div>
+              </td>
+              <td class="py-4 px-5">
+                <span
+                  v-if="!row.feedbackText"
+                  class="text-n-slate-10 italic text-sm"
+                >
+                  {{ $t('CSAT_REPORTS.NO_FEEDBACK') }}
+                </span>
+                <div v-else class="text-sm text-n-slate-12">
+                  <ShowMore :text="row.feedbackText" :limit="100" />
+                </div>
+              </td>
+              <td class="py-4 px-5">
+                <UserAvatarWithName
+                  v-if="row.assignedAgent"
+                  :user="row.assignedAgent"
+                  :size="28"
+                />
+                <span v-else class="text-n-slate-10 text-sm italic">
+                  {{ $t('CSAT_REPORTS.NO_AGENT') }}
+                </span>
+              </td>
+              <td v-if="showExpandableRows" class="py-4 px-5">
+                <div
+                  class="p-1.5 rounded-md text-n-slate-10 group-hover:text-n-slate-12 transition-colors"
+                >
+                  <i
+                    class="size-4 block transition-transform duration-200"
+                    :class="
+                      isRowExpanded(row.id)
+                        ? 'i-lucide-chevron-up'
+                        : 'i-lucide-chevron-down'
+                    "
+                  />
+                </div>
+              </td>
+            </tr>
+            <tr
+              v-if="showExpandableRows && isRowExpanded(row.id)"
+              class="!border-t-0"
+            >
+              <td colspan="5" class="p-0 !border-t-0">
+                <CsatExpandedRow :response="row._original" />
+              </td>
+            </tr>
+          </template>
+        </tbody>
+      </table>
     </div>
-    <div v-if="metrics.totalResponseCount" class="table-pagination">
-      <Pagination class="mt-2" :table="table" />
+
+    <CsatEmptyState
+      v-else
+      :title="$t('CSAT_REPORTS.NO_RECORDS')"
+      :description="$t('CSAT_REPORTS.NO_RECORDS_DESCRIPTION')"
+    />
+
+    <div
+      v-if="metrics.totalResponseCount"
+      class="px-6 py-4 border-t border-n-weak"
+    >
+      <Pagination :table="table" />
     </div>
   </div>
 </template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTableLoader.vue b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTableLoader.vue
new file mode 100644
index 000000000..a24523017
--- /dev/null
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/CsatTableLoader.vue
@@ -0,0 +1,36 @@
+<script setup>
+defineProps({
+  rows: {
+    type: Number,
+    default: 5,
+  },
+});
+</script>
+
+<template>
+  <div class="p-6">
+    <div class="space-y-4">
+      <div class="flex gap-4 pb-3 border-b border-n-weak">
+        <div class="h-4 w-32 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-28 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 flex-1 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+      </div>
+
+      <div v-for="n in rows" :key="n" class="flex items-center gap-4 py-3">
+        <div class="flex items-center gap-2 w-48">
+          <div class="size-8 rounded-full bg-n-slate-3 animate-pulse" />
+          <div class="h-4 w-24 rounded bg-n-slate-3 animate-pulse" />
+        </div>
+        <div class="flex items-center gap-2 w-44">
+          <div class="size-8 rounded-full bg-n-slate-3 animate-pulse" />
+          <div class="h-4 w-20 rounded bg-n-slate-3 animate-pulse" />
+        </div>
+        <div class="h-7 w-24 rounded-lg bg-n-slate-3 animate-pulse" />
+        <div class="h-4 flex-1 rounded bg-n-slate-3 animate-pulse" />
+        <div class="h-4 w-16 rounded bg-n-slate-3 animate-pulse" />
+      </div>
+    </div>
+  </div>
+</template>
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/CSATMetrics.spec.js b/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/CSATMetrics.spec.js
index cfaa4cd51..1e743cfc9 100644
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/CSATMetrics.spec.js
+++ b/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/CSATMetrics.spec.js
@@ -6,7 +6,6 @@ describe('CsatMetrics.vue', () => {
   let getters;
   let store;
   let wrapper;
-  const filters = { rating: 3 };
 
   beforeEach(() => {
     getters = {
@@ -18,8 +17,16 @@ describe('CsatMetrics.vue', () => {
         4: 30,
         5: 10,
       }),
+      'csat/getRatingCount': () => ({
+        1: 10,
+        2: 20,
+        3: 30,
+        4: 30,
+        5: 10,
+      }),
       'csat/getSatisfactionScore': () => 85,
       'csat/getResponseRate': () => 90,
+      'csat/getUIFlags': () => ({ isFetchingMetrics: false }),
     };
 
     store = createStore({
@@ -28,40 +35,31 @@ describe('CsatMetrics.vue', () => {
 
     wrapper = shallowMount(CsatMetrics, {
       global: {
-        plugins: [store], // Ensure the store is injected here
+        plugins: [store],
         mocks: {
-          $t: msg => msg, // mock translation function
+          $t: msg => msg,
         },
         stubs: {
-          CsatMetricCard: '<csat-metric-card/>',
-          BarChart: '<woot-horizontal-bar/>',
+          CsatMetricCard: true,
+          CsatRatingDistribution: true,
         },
       },
-      props: { filters },
     });
   });
 
   it('computes response count correctly', () => {
     expect(wrapper.vm.responseCount).toBe('100');
-    expect(wrapper.html()).toMatchSnapshot();
   });
 
-  it('formats values to percent correctly', () => {
-    expect(wrapper.vm.formatToPercent(85)).toBe('85%');
-    expect(wrapper.vm.formatToPercent(null)).toBe('--');
+  it('renders metric cards with correct values', () => {
+    const metricCards = wrapper.findAllComponents({ name: 'CsatMetricCard' });
+    expect(metricCards).toHaveLength(3);
   });
 
-  it('maps rating value to emoji correctly', () => {
-    const rating = wrapper.vm.csatRatings[0]; // assuming this is { value: 1, emoji: '😡' }
-    expect(wrapper.vm.ratingToEmoji(rating.value)).toBe(rating.emoji);
-  });
-
-  it('hides report card if rating filter is enabled', () => {
-    expect(wrapper.html()).not.toContain('bar-chart-stub');
-  });
-
-  it('shows report card if rating filter is not enabled', async () => {
-    await wrapper.setProps({ filters: {} });
-    expect(wrapper.html()).toContain('bar-chart-stub');
+  it('renders rating distribution component', () => {
+    const distribution = wrapper.findComponent({
+      name: 'CsatRatingDistribution',
+    });
+    expect(distribution.exists()).toBe(true);
   });
 });
diff --git a/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/__snapshots__/CSATMetrics.spec.js.snap b/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/__snapshots__/CSATMetrics.spec.js.snap
deleted file mode 100644
index 1f1e80f83..000000000
--- a/app/javascript/dashboard/routes/dashboard/settings/reports/components/specs/__snapshots__/CSATMetrics.spec.js.snap
+++ /dev/null
@@ -1,10 +0,0 @@
-// Vitest Snapshot v1, https://vitest.dev/guide/snapshot.html
-
-exports[`CsatMetrics.vue > computes response count correctly 1`] = `
-"<div class="flex-col lg:flex-row flex flex-wrap mx-0 shadow outline-1 outline outline-n-container rounded-xl bg-n-solid-2 px-6 py-8 gap-4">
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.TOTAL_RESPONSES.LABEL" infotext="CSAT_REPORTS.METRIC.TOTAL_RESPONSES.TOOLTIP" disabled="false" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="100"></csat-metric-card-stub>
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.SATISFACTION_SCORE.LABEL" infotext="CSAT_REPORTS.METRIC.SATISFACTION_SCORE.TOOLTIP" disabled="true" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="--"></csat-metric-card-stub>
-  <csat-metric-card-stub label="CSAT_REPORTS.METRIC.RESPONSE_RATE.LABEL" infotext="CSAT_REPORTS.METRIC.RESPONSE_RATE.TOOLTIP" disabled="false" class="xs:w-full sm:max-w-[50%] lg:w-1/6 lg:max-w-[16%]" value="90%"></csat-metric-card-stub>
-  <!--v-if-->
-</div>"
-`;
diff --git a/app/javascript/dashboard/store/modules/csat.js b/app/javascript/dashboard/store/modules/csat.js
index 2cf929862..b5b3e8c53 100644
--- a/app/javascript/dashboard/store/modules/csat.js
+++ b/app/javascript/dashboard/store/modules/csat.js
@@ -82,6 +82,9 @@ export const getters = {
       ),
     };
   },
+  getRatingCount(_state) {
+    return _state.metrics.ratingsCount;
+  },
 };
 
 export const actions = {
@@ -115,6 +118,13 @@ export const actions = {
       });
     });
   },
+  update: async ({ commit }, { id, reviewNotes }) => {
+    const response = await CSATReports.update(id, {
+      csat_review_notes: reviewNotes,
+    });
+    commit(types.UPDATE_CSAT_RESPONSE, response.data);
+    return response.data;
+  },
 };
 
 export const mutations = {
@@ -144,6 +154,7 @@ export const mutations = {
     };
     _state.metrics.totalSentMessagesCount = totalSentMessagesCount || 0;
   },
+  [types.UPDATE_CSAT_RESPONSE]: MutationHelpers.update,
 };
 
 export default {
diff --git a/app/javascript/dashboard/store/modules/specs/csat/getters.spec.js b/app/javascript/dashboard/store/modules/specs/csat/getters.spec.js
index 5a9057b70..f649d7d21 100644
--- a/app/javascript/dashboard/store/modules/specs/csat/getters.spec.js
+++ b/app/javascript/dashboard/store/modules/specs/csat/getters.spec.js
@@ -86,4 +86,19 @@ describe('#getters', () => {
       })
     ).toEqual('50.00');
   });
+
+  it('getRatingCount', () => {
+    const state = {
+      metrics: {
+        ratingsCount: { 1: 10, 2: 20, 3: 15, 4: 3, 5: 2 },
+      },
+    };
+    expect(getters.getRatingCount(state)).toEqual({
+      1: 10,
+      2: 20,
+      3: 15,
+      4: 3,
+      5: 2,
+    });
+  });
 });
diff --git a/app/javascript/dashboard/store/mutation-types.js b/app/javascript/dashboard/store/mutation-types.js
index 48e6babdc..b76867360 100644
--- a/app/javascript/dashboard/store/mutation-types.js
+++ b/app/javascript/dashboard/store/mutation-types.js
@@ -241,6 +241,7 @@ export default {
   SET_CSAT_RESPONSE_UI_FLAG: 'SET_CSAT_RESPONSE_UI_FLAG',
   SET_CSAT_RESPONSE: 'SET_CSAT_RESPONSE',
   SET_CSAT_RESPONSE_METRICS: 'SET_CSAT_RESPONSE_METRICS',
+  UPDATE_CSAT_RESPONSE: 'UPDATE_CSAT_RESPONSE',
 
   // Custom Attributes
   SET_CUSTOM_ATTRIBUTE_UI_FLAG: 'SET_CUSTOM_ATTRIBUTE_UI_FLAG',
diff --git a/app/models/csat_survey_response.rb b/app/models/csat_survey_response.rb
index 7bcc25d58..804dfd4b7 100644
--- a/app/models/csat_survey_response.rb
+++ b/app/models/csat_survey_response.rb
@@ -27,6 +27,7 @@ class CsatSurveyResponse < ApplicationRecord
   belongs_to :contact
   belongs_to :message
   belongs_to :assigned_agent, class_name: 'User', optional: true, inverse_of: :csat_survey_responses
+  belongs_to :review_notes_updated_by, class_name: 'User', optional: true
 
   validates :rating, presence: true, inclusion: { in: [1, 2, 3, 4, 5] }
   validates :account_id, presence: true
diff --git a/app/models/user.rb b/app/models/user.rb
index cc25357f6..b14bcd158 100644
--- a/app/models/user.rb
+++ b/app/models/user.rb
@@ -90,6 +90,8 @@ class User < ApplicationRecord
   has_many :assigned_conversations, foreign_key: 'assignee_id', class_name: 'Conversation', dependent: :nullify, inverse_of: :assignee
   alias_attribute :conversations, :assigned_conversations
   has_many :csat_survey_responses, foreign_key: 'assigned_agent_id', dependent: :nullify, inverse_of: :assigned_agent
+  has_many :reviewed_csat_survey_responses, foreign_key: 'review_notes_updated_by_id', class_name: 'CsatSurveyResponse',
+                                            dependent: :nullify, inverse_of: :review_notes_updated_by
   has_many :conversation_participants, dependent: :destroy_async
   has_many :participating_conversations, through: :conversation_participants, source: :conversation
 
diff --git a/app/views/api/v1/accounts/csat_survey_responses/download.csv.erb b/app/views/api/v1/accounts/csat_survey_responses/download.csv.erb
index 5c0524480..ba17c175b 100644
--- a/app/views/api/v1/accounts/csat_survey_responses/download.csv.erb
+++ b/app/views/api/v1/accounts/csat_survey_responses/download.csv.erb
@@ -1,5 +1,5 @@
-<%=
-  CSV.generate_line([
+<%
+  headers = [
     I18n.t('reports.csat.headers.agent_name'),
     I18n.t('reports.csat.headers.rating'),
     I18n.t('reports.csat.headers.feedback'),
@@ -8,24 +8,28 @@
     I18n.t('reports.csat.headers.contact_phone_number'),
     I18n.t('reports.csat.headers.link_to_the_conversation'),
     I18n.t('reports.csat.headers.recorded_at')
-  ])
+  ]
+  headers << I18n.t('reports.csat.headers.review_notes') if ChatwootApp.enterprise?
 -%>
+<%= CSV.generate_line(headers) -%>
 <% @csat_survey_responses.each do |csat_response| %>
 <% assigned_agent = csat_response.assigned_agent %>
 <% contact = csat_response.contact %>
 <% conversation = csat_response.conversation %>
-<%=
-  CSV.generate_line([
+<%
+  row = [
     assigned_agent ? "#{assigned_agent.name} (#{assigned_agent.email})" : nil,
     csat_response.rating,
-    csat_response.feedback_message.present? ? csat_response.feedback_message : nil,
-    contact&.name.present? ? contact&.name: nil,
-    contact&.email.present? ? contact&.email: nil,
-    contact&.phone_number.present? ? contact&.phone_number: nil,
-    conversation ? app_account_conversation_url(account_id: Current.account.id, id: conversation.display_id): nil,
-    csat_response.created_at,
-]).html_safe
+    csat_response.feedback_message.presence,
+    contact&.name.presence,
+    contact&.email.presence,
+    contact&.phone_number.presence,
+    conversation ? app_account_conversation_url(account_id: Current.account.id, id: conversation.display_id) : nil,
+    csat_response.created_at
+  ]
+  row << csat_response.csat_review_notes if ChatwootApp.enterprise?
 -%>
+<%= CSV.generate_line(row).html_safe -%>
 <% end %>
 <%=
   CSV.generate_line([
diff --git a/app/views/api/v1/accounts/csat_survey_responses/update.json.jbuilder b/app/views/api/v1/accounts/csat_survey_responses/update.json.jbuilder
new file mode 100644
index 000000000..065eb237b
--- /dev/null
+++ b/app/views/api/v1/accounts/csat_survey_responses/update.json.jbuilder
@@ -0,0 +1 @@
+json.partial! 'api/v1/models/csat_survey_response', formats: [:json], resource: @csat_survey_response
diff --git a/app/views/api/v1/models/_csat_survey_response.json.jbuilder b/app/views/api/v1/models/_csat_survey_response.json.jbuilder
index 3470c4646..fbba50aa7 100644
--- a/app/views/api/v1/models/_csat_survey_response.json.jbuilder
+++ b/app/views/api/v1/models/_csat_survey_response.json.jbuilder
@@ -1,6 +1,14 @@
 json.id resource.id
 json.rating resource.rating
 json.feedback_message resource.feedback_message
+json.csat_review_notes resource.csat_review_notes
+json.review_notes_updated_at resource.review_notes_updated_at&.to_i
+if resource.review_notes_updated_by
+  json.review_notes_updated_by do
+    json.id resource.review_notes_updated_by.id
+    json.name resource.review_notes_updated_by.name
+  end
+end
 json.account_id resource.account_id
 json.message_id resource.message_id
 if resource.contact
diff --git a/config/features.yml b/config/features.yml
index 6792cbb07..36943ceff 100644
--- a/config/features.yml
+++ b/config/features.yml
@@ -230,3 +230,7 @@
 - name: channel_tiktok
   display_name: TikTok Channel
   enabled: true
+- name: csat_review_notes
+  display_name: CSAT Review Notes
+  enabled: false
+  premium: true
diff --git a/config/locales/en.yml b/config/locales/en.yml
index bacd007bb..61a80d827 100644
--- a/config/locales/en.yml
+++ b/config/locales/en.yml
@@ -202,6 +202,7 @@ en:
         rating: Rating
         feedback: Feedback Comment
         recorded_at: Recorded date
+        review_notes: Review Notes
   notifications:
     notification_title:
       conversation_creation: 'A conversation (#%{display_id}) has been created in %{inbox_name}'
diff --git a/config/routes.rb b/config/routes.rb
index bdc8e4fe6..50b426554 100644
--- a/config/routes.rb
+++ b/config/routes.rb
@@ -189,6 +189,9 @@ Rails.application.routes.draw do
               get :metrics
               get :download
             end
+            member do
+              patch :update if ChatwootApp.enterprise?
+            end
           end
           resources :applied_slas, only: [:index] do
             collection do
diff --git a/db/migrate/20260114192518_add_internal_observations_to_csat_survey_responses.rb b/db/migrate/20260114192518_add_internal_observations_to_csat_survey_responses.rb
new file mode 100644
index 000000000..687064b90
--- /dev/null
+++ b/db/migrate/20260114192518_add_internal_observations_to_csat_survey_responses.rb
@@ -0,0 +1,5 @@
+class AddInternalObservationsToCsatSurveyResponses < ActiveRecord::Migration[7.1]
+  def change
+    add_column :csat_survey_responses, :csat_review_notes, :text
+  end
+end
diff --git a/db/migrate/20260114201315_add_observations_audit_to_csat_survey_responses.rb b/db/migrate/20260114201315_add_observations_audit_to_csat_survey_responses.rb
new file mode 100644
index 000000000..9bf1c5d1f
--- /dev/null
+++ b/db/migrate/20260114201315_add_observations_audit_to_csat_survey_responses.rb
@@ -0,0 +1,6 @@
+class AddObservationsAuditToCsatSurveyResponses < ActiveRecord::Migration[7.1]
+  def change
+    add_column :csat_survey_responses, :review_notes_updated_at, :datetime
+    add_reference :csat_survey_responses, :review_notes_updated_by, index: true
+  end
+end
diff --git a/db/schema.rb b/db/schema.rb
index bd4f0f968..e30f7cd8d 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: 2026_01_12_092041) do
+ActiveRecord::Schema[7.1].define(version: 2026_01_14_201315) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -733,11 +733,15 @@ ActiveRecord::Schema[7.1].define(version: 2026_01_12_092041) do
     t.bigint "assigned_agent_id"
     t.datetime "created_at", null: false
     t.datetime "updated_at", null: false
+    t.text "csat_review_notes"
+    t.datetime "review_notes_updated_at"
+    t.bigint "review_notes_updated_by_id"
     t.index ["account_id"], name: "index_csat_survey_responses_on_account_id"
     t.index ["assigned_agent_id"], name: "index_csat_survey_responses_on_assigned_agent_id"
     t.index ["contact_id"], name: "index_csat_survey_responses_on_contact_id"
     t.index ["conversation_id"], name: "index_csat_survey_responses_on_conversation_id"
     t.index ["message_id"], name: "index_csat_survey_responses_on_message_id", unique: true
+    t.index ["review_notes_updated_by_id"], name: "index_csat_survey_responses_on_review_notes_updated_by_id"
   end
 
   create_table "custom_attribute_definitions", force: :cascade do |t|
diff --git a/enterprise/app/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller.rb b/enterprise/app/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller.rb
new file mode 100644
index 000000000..ca1ebcefb
--- /dev/null
+++ b/enterprise/app/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller.rb
@@ -0,0 +1,12 @@
+module Enterprise::Api::V1::Accounts::CsatSurveyResponsesController
+  def update
+    @csat_survey_response = Current.account.csat_survey_responses.find(params[:id])
+    authorize @csat_survey_response
+
+    @csat_survey_response.update!(
+      csat_review_notes: params[:csat_review_notes],
+      review_notes_updated_by: Current.user,
+      review_notes_updated_at: Time.current
+    )
+  end
+end
diff --git a/enterprise/app/policies/enterprise/csat_survey_response_policy.rb b/enterprise/app/policies/enterprise/csat_survey_response_policy.rb
index 4b0f5816e..8f614f873 100644
--- a/enterprise/app/policies/enterprise/csat_survey_response_policy.rb
+++ b/enterprise/app/policies/enterprise/csat_survey_response_policy.rb
@@ -10,4 +10,8 @@ module Enterprise::CsatSurveyResponsePolicy
   def download?
     @account_user.custom_role&.permissions&.include?('report_manage') || super
   end
+
+  def update?
+    @account_user.administrator? || @account_user.custom_role&.permissions&.include?('report_manage')
+  end
 end
diff --git a/enterprise/app/services/enterprise/billing/handle_stripe_event_service.rb b/enterprise/app/services/enterprise/billing/handle_stripe_event_service.rb
index eab6a81dc..10887a1d7 100644
--- a/enterprise/app/services/enterprise/billing/handle_stripe_event_service.rb
+++ b/enterprise/app/services/enterprise/billing/handle_stripe_event_service.rb
@@ -22,7 +22,7 @@ class Enterprise::Billing::HandleStripeEventService
   ].freeze
 
   # Additional features available starting with the Business plan
-  BUSINESS_PLAN_FEATURES = %w[sla custom_roles].freeze
+  BUSINESS_PLAN_FEATURES = %w[sla custom_roles csat_review_notes].freeze
 
   # Additional features available only in the Enterprise plan
   ENTERPRISE_PLAN_FEATURES = %w[audit_logs disable_branding saml].freeze
diff --git a/enterprise/config/premium_features.yml b/enterprise/config/premium_features.yml
index 366cc82fa..dbe50614f 100644
--- a/enterprise/config/premium_features.yml
+++ b/enterprise/config/premium_features.yml
@@ -5,3 +5,4 @@
 - sla
 - captain_integration
 - custom_roles
+- csat_review_notes
diff --git a/spec/enterprise/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller_spec.rb b/spec/enterprise/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller_spec.rb
new file mode 100644
index 000000000..10ff87419
--- /dev/null
+++ b/spec/enterprise/controllers/enterprise/api/v1/accounts/csat_survey_responses_controller_spec.rb
@@ -0,0 +1,85 @@
+require 'rails_helper'
+
+RSpec.describe 'Enterprise CSAT Survey Responses API', type: :request do
+  let(:account) { create(:account) }
+  let(:administrator) { create(:user, account: account, role: :administrator) }
+  let(:agent) { create(:user, account: account, role: :agent) }
+  let!(:csat_survey_response) { create(:csat_survey_response, account: account) }
+
+  describe 'PATCH /api/v1/accounts/{account.id}/csat_survey_responses/:id' do
+    let(:update_params) { { csat_review_notes: 'Customer was very satisfied with the resolution' } }
+
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        patch "/api/v1/accounts/#{account.id}/csat_survey_responses/#{csat_survey_response.id}",
+              params: update_params,
+              as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated agent without permissions' do
+      it 'returns unauthorized' do
+        patch "/api/v1/accounts/#{account.id}/csat_survey_responses/#{csat_survey_response.id}",
+              headers: agent.create_new_auth_token,
+              params: update_params,
+              as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when it is an authenticated administrator' do
+      it 'updates the csat survey response review notes' do
+        freeze_time do
+          patch "/api/v1/accounts/#{account.id}/csat_survey_responses/#{csat_survey_response.id}",
+                headers: administrator.create_new_auth_token,
+                params: update_params,
+                as: :json
+
+          expect(response).to have_http_status(:success)
+          csat_survey_response.reload
+          expect(csat_survey_response.csat_review_notes).to eq('Customer was very satisfied with the resolution')
+          expect(csat_survey_response.review_notes_updated_by).to eq(administrator)
+          expect(csat_survey_response.review_notes_updated_at).to eq(Time.current)
+        end
+      end
+    end
+
+    context 'when it is an agent with report_manage permission' do
+      let(:custom_role) { create(:custom_role, account: account, permissions: ['report_manage']) }
+      let(:agent_with_role) { create(:user) }
+
+      before do
+        create(:account_user, user: agent_with_role, account: account, role: :agent, custom_role: custom_role)
+      end
+
+      it 'updates the csat survey response review notes' do
+        freeze_time do
+          patch "/api/v1/accounts/#{account.id}/csat_survey_responses/#{csat_survey_response.id}",
+                headers: agent_with_role.create_new_auth_token,
+                params: update_params,
+                as: :json
+
+          expect(response).to have_http_status(:success)
+          csat_survey_response.reload
+          expect(csat_survey_response.csat_review_notes).to eq('Customer was very satisfied with the resolution')
+          expect(csat_survey_response.review_notes_updated_by).to eq(agent_with_role)
+          expect(csat_survey_response.review_notes_updated_at).to eq(Time.current)
+        end
+      end
+    end
+
+    context 'when csat survey response does not exist' do
+      it 'returns not found' do
+        patch "/api/v1/accounts/#{account.id}/csat_survey_responses/0",
+              headers: administrator.create_new_auth_token,
+              params: update_params,
+              as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+    end
+  end
+end

From 3e560cb4cc84dd7c1aa0014ce0084933d4291f5a Mon Sep 17 00:00:00 2001
From: Pranav <pranav@chatwoot.com>
Date: Thu, 15 Jan 2026 19:57:01 -0800
Subject: [PATCH 03/11] chore: Remove year in review from sidebar UI (#13292)

Remove the Year In review from the UI

Co-authored-by: Claude Opus 4.5 <noreply@anthropic.com>
---
 .../components-next/sidebar/Sidebar.vue       |  2 -
 .../sidebar/SidebarProfileMenu.vue            | 40 +------------------
 2 files changed, 1 insertion(+), 41 deletions(-)

diff --git a/app/javascript/dashboard/components-next/sidebar/Sidebar.vue b/app/javascript/dashboard/components-next/sidebar/Sidebar.vue
index a0e83973d..fb5e3ddcf 100644
--- a/app/javascript/dashboard/components-next/sidebar/Sidebar.vue
+++ b/app/javascript/dashboard/components-next/sidebar/Sidebar.vue
@@ -15,7 +15,6 @@ import Button from 'dashboard/components-next/button/Button.vue';
 import SidebarGroup from './SidebarGroup.vue';
 import SidebarProfileMenu from './SidebarProfileMenu.vue';
 import SidebarChangelogCard from './SidebarChangelogCard.vue';
-import YearInReviewBanner from '../year-in-review/YearInReviewBanner.vue';
 import ChannelLeaf from './ChannelLeaf.vue';
 import SidebarAccountSwitcher from './SidebarAccountSwitcher.vue';
 import Logo from 'next/icon/Logo.vue';
@@ -661,7 +660,6 @@ const menuItems = computed(() => {
       <div
         class="pointer-events-none absolute inset-x-0 -top-[31px] h-8 bg-gradient-to-t from-n-solid-2 to-transparent"
       />
-      <YearInReviewBanner />
       <SidebarChangelogCard
         v-if="isOnChatwootCloud && !isACustomBrandedInstance"
       />
diff --git a/app/javascript/dashboard/components-next/sidebar/SidebarProfileMenu.vue b/app/javascript/dashboard/components-next/sidebar/SidebarProfileMenu.vue
index 3dad3c76b..36aad75d0 100644
--- a/app/javascript/dashboard/components-next/sidebar/SidebarProfileMenu.vue
+++ b/app/javascript/dashboard/components-next/sidebar/SidebarProfileMenu.vue
@@ -1,13 +1,11 @@
 <script setup>
-import { ref, computed } from 'vue';
+import { computed } from 'vue';
 import Auth from 'dashboard/api/auth';
 import { useMapGetter } from 'dashboard/composables/store';
 import { useI18n } from 'vue-i18n';
-import { useUISettings } from 'dashboard/composables/useUISettings';
 import Avatar from 'next/avatar/Avatar.vue';
 import SidebarProfileMenuStatus from './SidebarProfileMenuStatus.vue';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
-import YearInReviewModal from 'dashboard/components-next/year-in-review/YearInReviewModal.vue';
 
 import {
   DropdownContainer,
@@ -24,7 +22,6 @@ defineOptions({
 });
 
 const { t } = useI18n();
-const { uiSettings } = useUISettings();
 
 const currentUser = useMapGetter('getCurrentUser');
 const currentUserAvailability = useMapGetter('getCurrentUserAvailability');
@@ -34,29 +31,6 @@ const isFeatureEnabledonAccount = useMapGetter(
   'accounts/isFeatureEnabledonAccount'
 );
 
-const showYearInReviewModal = ref(false);
-
-const bannerClosedKey = computed(() => {
-  return `yir_closed_${accountId.value}_2025`;
-});
-
-const isBannerClosed = computed(() => {
-  return uiSettings.value?.[bannerClosedKey.value] === true;
-});
-
-const showYearInReviewMenuItem = computed(() => {
-  return isBannerClosed.value;
-});
-
-const openYearInReviewModal = () => {
-  showYearInReviewModal.value = true;
-  emit('close');
-};
-
-const closeYearInReviewModal = () => {
-  showYearInReviewModal.value = false;
-};
-
 const showChatSupport = computed(() => {
   return (
     isFeatureEnabledonAccount.value(
@@ -68,13 +42,6 @@ const showChatSupport = computed(() => {
 
 const menuItems = computed(() => {
   return [
-    {
-      show: showYearInReviewMenuItem.value,
-      showOnCustomBrandedInstance: false,
-      label: t('SIDEBAR_ITEMS.YEAR_IN_REVIEW'),
-      icon: 'i-lucide-gift',
-      click: openYearInReviewModal,
-    },
     {
       show: showChatSupport.value,
       showOnCustomBrandedInstance: false,
@@ -190,9 +157,4 @@ const allowedMenuItems = computed(() => {
       </template>
     </DropdownBody>
   </DropdownContainer>
-
-  <YearInReviewModal
-    :show="showYearInReviewModal"
-    @close="closeYearInReviewModal"
-  />
 </template>

From 7d68c25c977a5cad71fdc8583111c02f0aab902e Mon Sep 17 00:00:00 2001
From: Vishnu Narayanan <iamwishnu@gmail.com>
Date: Fri, 16 Jan 2026 09:58:13 +0530
Subject: [PATCH 04/11] chore: upgrade node to v24.13 (#13291)

- upgrade node to v24.13

Co-authored-by: Sojan Jose <sojan@pepalo.com>
---
 .circleci/config.yml                  | 6 +++---
 .devcontainer/docker-compose.base.yml | 2 +-
 .devcontainer/docker-compose.yml      | 2 +-
 .nvmrc                                | 2 +-
 docker/Dockerfile                     | 4 ++--
 5 files changed, 8 insertions(+), 8 deletions(-)

diff --git a/.circleci/config.yml b/.circleci/config.yml
index ff82abd24..09bd5191d 100644
--- a/.circleci/config.yml
+++ b/.circleci/config.yml
@@ -76,7 +76,7 @@ jobs:
             bundle install
 
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm
@@ -117,7 +117,7 @@ jobs:
     steps:
       - checkout
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm
@@ -148,7 +148,7 @@ jobs:
     steps:
       - checkout
       - node/install:
-          node-version: '24.12'
+          node-version: '24.13'
       - node/install-pnpm
       - node/install-packages:
           pkg-manager: pnpm
diff --git a/.devcontainer/docker-compose.base.yml b/.devcontainer/docker-compose.base.yml
index b7db87097..375742ff7 100644
--- a/.devcontainer/docker-compose.base.yml
+++ b/.devcontainer/docker-compose.base.yml
@@ -10,7 +10,7 @@ services:
       dockerfile: .devcontainer/Dockerfile.base
       args:
         VARIANT: 'ubuntu-22.04'
-        NODE_VERSION: '24.12.0'
+        NODE_VERSION: '24.13.0'
         RUBY_VERSION: '3.4.4'
         # On Linux, you may need to update USER_UID and USER_GID below if not your local UID is not 1000.
         USER_UID: '1000'
diff --git a/.devcontainer/docker-compose.yml b/.devcontainer/docker-compose.yml
index 3618b0681..d696f99cc 100644
--- a/.devcontainer/docker-compose.yml
+++ b/.devcontainer/docker-compose.yml
@@ -11,7 +11,7 @@ services:
       dockerfile: .devcontainer/Dockerfile
       args:
         VARIANT: 'ubuntu-22.04'
-        NODE_VERSION: '24.12.0'
+        NODE_VERSION: '24.13.0'
         RUBY_VERSION: '3.4.4'
         # On Linux, you may need to update USER_UID and USER_GID below if not your local UID is not 1000.
         USER_UID: '1000'
diff --git a/.nvmrc b/.nvmrc
index 1e4f3920b..cf2efde81 100644
--- a/.nvmrc
+++ b/.nvmrc
@@ -1 +1 @@
-24.12.0
\ No newline at end of file
+24.13.0
\ No newline at end of file
diff --git a/docker/Dockerfile b/docker/Dockerfile
index bd135e962..645a61a55 100644
--- a/docker/Dockerfile
+++ b/docker/Dockerfile
@@ -2,7 +2,7 @@
 FROM node:24-alpine as node
 FROM ruby:3.4.4-alpine3.21 AS pre-builder
 
-ARG NODE_VERSION="24.12.0"
+ARG NODE_VERSION="24.13.0"
 ARG PNPM_VERSION="10.2.0"
 ENV NODE_VERSION=${NODE_VERSION}
 ENV PNPM_VERSION=${PNPM_VERSION}
@@ -98,7 +98,7 @@ RUN rm -rf /gems/ruby/3.4.0/cache/*.gem \
 # final build stage
 FROM ruby:3.4.4-alpine3.21
 
-ARG NODE_VERSION="24.12.0"
+ARG NODE_VERSION="24.13.0"
 ARG PNPM_VERSION="10.2.0"
 ENV NODE_VERSION=${NODE_VERSION}
 ENV PNPM_VERSION=${PNPM_VERSION}

From d451615811b7ac098d44fa91356dcfd18dc24ac0 Mon Sep 17 00:00:00 2001
From: Tanmay Deep Sharma <32020192+tds-1@users.noreply.github.com>
Date: Fri, 16 Jan 2026 11:30:09 +0530
Subject: [PATCH 05/11] fix: prevent NoMethodError in mute helpers when contact
 is nil (#13277)

## Linear Ticket

https://linear.app/chatwoot/issue/CW-4569/nomethoderror-undefined-method-blocked-for-nil-nomethoderror

## Description
Fixes NoMethodError in ConversationMuteHelpers that occurs during
contact deletion race condition.
When a contact is deleted, there's a brief window (~50-150ms) where
contact_id becomes nil but conversations still exist. If ResolutionJob
runs during this window, the muted? method crashes trying to call
blocked? on nil.Fixes # (issue)

## Type of change

- [ ] Bug fix (non-breaking change which fixes an issue)

## How Has This Been Tested?

- Created orphaned conversations (contact_id = nil)
- Called muted?, mute!, unmute! - all return gracefully
- Verified async deletion still works correctly

## Checklist:

- [ ] My code follows the style guidelines of this project
- [ ] 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
- [ ] My changes generate no new warnings
- [ ] I have added tests that prove my fix is effective or that my
feature works
- [ ] New and existing unit tests pass locally with my changes
- [ ] Any dependent changes have been merged and published in downstream
modules



Co-authored-by: Sojan Jose <sojan@pepalo.com>
---
 app/jobs/conversations/resolution_job.rb      | 12 +++---
 .../concerns/conversation_mute_helpers.rb     |  6 ++-
 .../jobs/conversations/resolution_job_spec.rb | 15 +++++++
 spec/models/conversation_spec.rb              | 40 +++++++++++++++++++
 4 files changed, 67 insertions(+), 6 deletions(-)

diff --git a/app/jobs/conversations/resolution_job.rb b/app/jobs/conversations/resolution_job.rb
index d8f34f755..7f61f22ab 100644
--- a/app/jobs/conversations/resolution_job.rb
+++ b/app/jobs/conversations/resolution_job.rb
@@ -16,10 +16,12 @@ class Conversations::ResolutionJob < ApplicationJob
   private
 
   def conversation_scope(account)
-    if account.auto_resolve_ignore_waiting
-      account.conversations.resolvable_not_waiting(account.auto_resolve_after)
-    else
-      account.conversations.resolvable_all(account.auto_resolve_after)
-    end
+    base_scope = if account.auto_resolve_ignore_waiting
+                   account.conversations.resolvable_not_waiting(account.auto_resolve_after)
+                 else
+                   account.conversations.resolvable_all(account.auto_resolve_after)
+                 end
+    # Exclude orphan conversations where contact was deleted but conversation cleanup is pending
+    base_scope.where.not(contact_id: nil)
   end
 end
diff --git a/app/models/concerns/conversation_mute_helpers.rb b/app/models/concerns/conversation_mute_helpers.rb
index c6ea4c7b1..ebc0542d2 100644
--- a/app/models/concerns/conversation_mute_helpers.rb
+++ b/app/models/concerns/conversation_mute_helpers.rb
@@ -2,17 +2,21 @@ module ConversationMuteHelpers
   extend ActiveSupport::Concern
 
   def mute!
+    return unless contact
+
     resolved!
     contact.update(blocked: true)
     create_muted_message
   end
 
   def unmute!
+    return unless contact
+
     contact.update(blocked: false)
     create_unmuted_message
   end
 
   def muted?
-    contact.blocked?
+    contact&.blocked? || false
   end
 end
diff --git a/spec/jobs/conversations/resolution_job_spec.rb b/spec/jobs/conversations/resolution_job_spec.rb
index a80c39498..3bc443e20 100644
--- a/spec/jobs/conversations/resolution_job_spec.rb
+++ b/spec/jobs/conversations/resolution_job_spec.rb
@@ -48,6 +48,21 @@ RSpec.describe Conversations::ResolutionJob do
     end
   end
 
+  # When a contact is deleted, there's a brief window (~50-150ms) where contact_id becomes nil
+  # but conversations still exist. If ResolutionJob runs during this window, muted? can crash
+  # trying to call blocked? on nil. Fixes # (issue).
+  it 'skips orphan conversations without a contact' do
+    account.update(auto_resolve_after: 14_400, auto_resolve_ignore_waiting: false) # 10 days in minutes
+    orphan_conversation = create(:conversation, account: account, last_activity_at: 13.days.ago, waiting_since: nil)
+    orphan_conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+    resolvable_conversation = create(:conversation, account: account, last_activity_at: 13.days.ago, waiting_since: nil)
+
+    described_class.perform_now(account: account)
+
+    expect(orphan_conversation.reload.status).to eq('open')
+    expect(resolvable_conversation.reload.status).to eq('resolved')
+  end
+
   it 'adds a label after resolution' do
     account.update(auto_resolve_label: 'auto-resolved', auto_resolve_after: 14_400)
     conversation = create(:conversation, account: account, last_activity_at: 13.days.ago, waiting_since: 13.days.ago)
diff --git a/spec/models/conversation_spec.rb b/spec/models/conversation_spec.rb
index 5a4acf329..e1883b54d 100644
--- a/spec/models/conversation_spec.rb
+++ b/spec/models/conversation_spec.rb
@@ -390,6 +390,20 @@ RSpec.describe Conversation do
         .to(have_been_enqueued.at_least(:once).with(conversation, { account_id: conversation.account_id, inbox_id: conversation.inbox_id,
                                                                     message_type: :activity, content: "#{user.name} has muted the conversation" }))
     end
+
+    context 'when contact is missing' do
+      before do
+        conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+      end
+
+      it 'does not change conversation status' do
+        expect { mute! }.not_to(change { conversation.reload.status })
+      end
+
+      it 'does not enqueue an activity message' do
+        expect { mute! }.not_to have_enqueued_job(Conversations::ActivityMessageJob)
+      end
+    end
   end
 
   describe '#unmute!' do
@@ -418,6 +432,22 @@ RSpec.describe Conversation do
         .to(have_been_enqueued.at_least(:once).with(conversation, { account_id: conversation.account_id, inbox_id: conversation.inbox_id,
                                                                     message_type: :activity, content: "#{user.name} has unmuted the conversation" }))
     end
+
+    context 'when contact is missing' do
+      let(:conversation) { create(:conversation) }
+
+      before do
+        conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+      end
+
+      it 'does not change conversation status' do
+        expect { unmute! }.not_to(change { conversation.reload.status })
+      end
+
+      it 'does not enqueue an activity message' do
+        expect { unmute! }.not_to have_enqueued_job(Conversations::ActivityMessageJob)
+      end
+    end
   end
 
   describe '#muted?' do
@@ -433,6 +463,16 @@ RSpec.describe Conversation do
     it 'returns false if conversation is not muted' do
       expect(muted?).to be(false)
     end
+
+    context 'when contact is missing' do
+      before do
+        conversation.update_columns(contact_id: nil, contact_inbox_id: nil) # rubocop:disable Rails/SkipsModelValidations
+      end
+
+      it 'returns false' do
+        expect(muted?).to be(false)
+      end
+    end
   end
 
   describe 'unread_messages' do

From 96b5780ea7d05a61ba0e16d6e3ba9bfb14c42a79 Mon Sep 17 00:00:00 2001
From: Muhsin Keloth <muhsinkeramam@gmail.com>
Date: Fri, 16 Jan 2026 10:16:00 +0400
Subject: [PATCH 06/11] fix: Respect survey label rules for WhatsApp CSAT
 template (#13285)

Ensure CSAT survey label rules are evaluated once in CsatSurveyService
before any channel-specific sending (including WhatsApp/Twilio
templates), remove the duplicated rule check from the template builder,
and cover the blocking-label scenario in service specs while simplifying
the template specs accordingly.

Co-authored-by: Sojan Jose <sojan@pepalo.com>
---
 app/services/csat_survey_service.rb           | 37 ++++++++-
 .../message_templates/template/csat_survey.rb | 35 --------
 spec/services/csat_survey_service_spec.rb     | 42 ++++++++++
 .../template/csat_survey_spec.rb              | 79 +++----------------
 4 files changed, 88 insertions(+), 105 deletions(-)

diff --git a/app/services/csat_survey_service.rb b/app/services/csat_survey_service.rb
index 6c8a288b8..cc38b820b 100644
--- a/app/services/csat_survey_service.rb
+++ b/app/services/csat_survey_service.rb
@@ -20,7 +20,7 @@ class CsatSurveyService
   delegate :inbox, :contact, to: :conversation
 
   def should_send_csat_survey?
-    conversation_allows_csat? && csat_enabled? && !csat_already_sent?
+    conversation_allows_csat? && csat_enabled? && !csat_already_sent? && csat_allowed_by_survey_rules?
   end
 
   def conversation_allows_csat?
@@ -39,6 +39,37 @@ class CsatSurveyService
     conversation.can_reply?
   end
 
+  def csat_allowed_by_survey_rules?
+    return true unless survey_rules_configured?
+
+    labels = conversation.label_list
+    return true if rule_values.empty?
+
+    case rule_operator
+    when 'contains'
+      rule_values.any? { |label| labels.include?(label) }
+    when 'does_not_contain'
+      rule_values.none? { |label| labels.include?(label) }
+    else
+      true
+    end
+  end
+
+  def survey_rules_configured?
+    return false if csat_config.blank?
+    return false if csat_config['survey_rules'].blank?
+
+    rule_values.any?
+  end
+
+  def rule_operator
+    csat_config.dig('survey_rules', 'operator') || 'contains'
+  end
+
+  def rule_values
+    csat_config.dig('survey_rules', 'values') || []
+  end
+
   def whatsapp_channel?
     inbox.channel_type == 'Channel::Whatsapp'
   end
@@ -113,6 +144,10 @@ class CsatSurveyService
     )
   end
 
+  def csat_config
+    inbox.csat_config || {}
+  end
+
   def send_twilio_whatsapp_template_survey
     template_config = inbox.csat_config&.dig('template')
     content_sid = template_config['content_sid']
diff --git a/app/services/message_templates/template/csat_survey.rb b/app/services/message_templates/template/csat_survey.rb
index dd9cf3bd6..4fcef3e87 100644
--- a/app/services/message_templates/template/csat_survey.rb
+++ b/app/services/message_templates/template/csat_survey.rb
@@ -2,8 +2,6 @@ class MessageTemplates::Template::CsatSurvey
   pattr_initialize [:conversation!]
 
   def perform
-    return unless should_send_csat_survey?
-
     ActiveRecord::Base.transaction do
       conversation.messages.create!(csat_survey_message_params)
     end
@@ -13,39 +11,6 @@ class MessageTemplates::Template::CsatSurvey
 
   delegate :contact, :account, :inbox, to: :conversation
 
-  def should_send_csat_survey?
-    return true unless survey_rules_configured?
-
-    labels = conversation.label_list
-
-    return true if rule_values.empty?
-
-    case rule_operator
-    when 'contains'
-      rule_values.any? { |label| labels.include?(label) }
-    when 'does_not_contain'
-      rule_values.none? { |label| labels.include?(label) }
-    else
-      true
-    end
-  end
-
-  def survey_rules_configured?
-    return false if csat_config.blank?
-    return false if csat_config['survey_rules'].blank?
-    return false if rule_values.empty?
-
-    true
-  end
-
-  def rule_operator
-    csat_config.dig('survey_rules', 'operator') || 'contains'
-  end
-
-  def rule_values
-    csat_config.dig('survey_rules', 'values') || []
-  end
-
   def message_content
     return I18n.t('conversations.templates.csat_input_message_body') if csat_config.blank? || csat_config['message'].blank?
 
diff --git a/spec/services/csat_survey_service_spec.rb b/spec/services/csat_survey_service_spec.rb
index 6359fbda1..5a62e32e5 100644
--- a/spec/services/csat_survey_service_spec.rb
+++ b/spec/services/csat_survey_service_spec.rb
@@ -88,6 +88,25 @@ describe CsatSurveyService do
         expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
         expect(Conversations::ActivityMessageJob).not_to have_received(:perform_later)
       end
+
+      context 'when survey rules block sending' do
+        before do
+          inbox.update(csat_config: {
+                         'survey_rules' => {
+                           'operator' => 'does_not_contain',
+                           'values' => ['bot-detectado']
+                         }
+                       })
+          conversation.update(label_list: ['bot-detectado'])
+        end
+
+        it 'does not send CSAT' do
+          service.perform
+
+          expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
+          expect(conversation.messages.where(content_type: :input_csat)).to be_empty
+        end
+      end
     end
 
     context 'when it is a WhatsApp channel' do
@@ -306,6 +325,29 @@ describe CsatSurveyService do
           expect(MessageTemplates::Template::CsatSurvey).not_to have_received(:new)
         end
       end
+
+      context 'when survey rules block sending' do
+        before do
+          whatsapp_inbox.update(csat_config: {
+                                  'template' => { 'name' => 'customer_survey_template', 'language' => 'en' },
+                                  'message' => 'Please rate your experience',
+                                  'survey_rules' => {
+                                    'operator' => 'does_not_contain',
+                                    'values' => ['bot-detectado']
+                                  }
+                                })
+          whatsapp_conversation.update(label_list: ['bot-detectado'])
+        end
+
+        it 'does not call WhatsApp template or create a CSAT message' do
+          expect(mock_provider_service).not_to receive(:get_template_status)
+          expect(mock_provider_service).not_to receive(:send_template)
+
+          whatsapp_service.perform
+
+          expect(whatsapp_conversation.messages.where(content_type: :input_csat)).to be_empty
+        end
+      end
     end
   end
 
diff --git a/spec/services/message_templates/template/csat_survey_spec.rb b/spec/services/message_templates/template/csat_survey_spec.rb
index a2cae684b..837a30012 100644
--- a/spec/services/message_templates/template/csat_survey_spec.rb
+++ b/spec/services/message_templates/template/csat_survey_spec.rb
@@ -17,83 +17,24 @@ describe MessageTemplates::Template::CsatSurvey do
         expect(conversation.messages.template.first.content_type).to eq('input_csat')
       end
     end
-  end
 
-  describe '#perform with contains operator' do
-    let(:csat_config) do
-      {
-        'display_type' => 'emoji',
-        'message' => 'Please rate your experience',
-        'survey_rules' => {
-          'operator' => 'contains',
-          'values' => %w[support help]
+    context 'when csat config is provided' do
+      let(:csat_config) do
+        {
+          'display_type' => 'star',
+          'message' => 'Please rate your experience'
         }
-      }
-    end
+      end
 
-    before do
-      inbox.update(csat_config: csat_config)
-    end
-
-    context 'when conversation has matching labels' do
-      it 'creates a CSAT survey message' do
-        conversation.update(label_list: %w[support urgent])
+      before { inbox.update(csat_config: csat_config) }
 
+      it 'creates a CSAT message with configured attributes' do
         service.perform
 
-        expect(conversation.messages.template.count).to eq(1)
-        message = conversation.messages.template.first
+        message = conversation.messages.template.last
         expect(message.content_type).to eq('input_csat')
         expect(message.content).to eq('Please rate your experience')
-        expect(message.content_attributes['display_type']).to eq('emoji')
-      end
-    end
-
-    context 'when conversation has no matching labels' do
-      it 'does not create a CSAT survey message' do
-        conversation.update(label_list: %w[billing-support payment])
-
-        service.perform
-
-        expect(conversation.messages.template.count).to eq(0)
-      end
-    end
-  end
-
-  describe '#perform with does_not_contain operator' do
-    let(:csat_config) do
-      {
-        'display_type' => 'emoji',
-        'message' => 'Please rate your experience',
-        'survey_rules' => {
-          'operator' => 'does_not_contain',
-          'values' => %w[support help]
-        }
-      }
-    end
-
-    before do
-      inbox.update(csat_config: csat_config)
-    end
-
-    context 'when conversation does not have matching labels' do
-      it 'creates a CSAT survey message' do
-        conversation.update(label_list: %w[billing payment])
-
-        service.perform
-
-        expect(conversation.messages.template.count).to eq(1)
-        expect(conversation.messages.template.first.content_type).to eq('input_csat')
-      end
-    end
-
-    context 'when conversation has matching labels' do
-      it 'does not create a CSAT survey message' do
-        conversation.update(label_list: %w[support urgent])
-
-        service.perform
-
-        expect(conversation.messages.template.count).to eq(0)
+        expect(message.content_attributes['display_type']).to eq('star')
       end
     end
   end

From aee0740bccc9ddb42bbf3ae4e9a97ea1d4f272b9 Mon Sep 17 00:00:00 2001
From: Sojan Jose <sojan@pepalo.com>
Date: Thu, 15 Jan 2026 22:19:33 -0800
Subject: [PATCH 07/11] Bump version to 4.10.0

---
 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 dad10c76d..2da431623 100644
--- a/VERSION_CW
+++ b/VERSION_CW
@@ -1 +1 @@
-4.9.2
+4.10.0
diff --git a/config/app.yml b/config/app.yml
index 65d2e7886..98e523795 100644
--- a/config/app.yml
+++ b/config/app.yml
@@ -1,5 +1,5 @@
 shared: &shared
-  version: '4.9.2'
+  version: '4.10.0'
 
 development:
   <<: *shared
diff --git a/package.json b/package.json
index 68d7df574..75b6c3d38 100644
--- a/package.json
+++ b/package.json
@@ -1,6 +1,6 @@
 {
   "name": "@chatwoot/chatwoot",
-  "version": "4.9.2",
+  "version": "4.10.0",
   "license": "MIT",
   "scripts": {
     "eslint": "eslint app/**/*.{js,vue}",

From b2ffad1998ce51af7b59398af7714c05a1b3c2ec Mon Sep 17 00:00:00 2001
From: Pranav <pranav@chatwoot.com>
Date: Mon, 19 Jan 2026 00:38:32 -0800
Subject: [PATCH 08/11] fix: Validate status and priority params in search
 conversations tool (#13295)

Co-authored-by: Claude Opus 4.5 <noreply@anthropic.com>
---
 .../copilot/search_conversations_service.rb   | 18 ++++++---
 .../search_conversations_service_spec.rb      | 37 +++++++++++++++++++
 2 files changed, 50 insertions(+), 5 deletions(-)

diff --git a/enterprise/app/services/captain/tools/copilot/search_conversations_service.rb b/enterprise/app/services/captain/tools/copilot/search_conversations_service.rb
index 9e824d1f5..d4acb9837 100644
--- a/enterprise/app/services/captain/tools/copilot/search_conversations_service.rb
+++ b/enterprise/app/services/captain/tools/copilot/search_conversations_service.rb
@@ -4,9 +4,9 @@ class Captain::Tools::Copilot::SearchConversationsService < Captain::Tools::Base
   end
   description 'Search conversations based on parameters'
 
-  param :status, type: :string, desc: 'Status of the conversation'
+  param :status, type: :string, desc: 'Status of the conversation (open, resolved, pending, snoozed). Leave empty to search all statuses.'
   param :contact_id, type: :number, desc: 'Contact id'
-  param :priority, type: :string, desc: 'Priority of conversation'
+  param :priority, type: :string, desc: 'Priority of conversation (low, medium, high, urgent). Leave empty to search all priorities.'
   param :labels, type: :string, desc: 'Labels available'
 
   def execute(status: nil, contact_id: nil, priority: nil, labels: nil)
@@ -19,7 +19,7 @@ class Captain::Tools::Copilot::SearchConversationsService < Captain::Tools::Base
 
     <<~RESPONSE
       #{total_count > 100 ? "Found #{total_count} conversations (showing first 100)" : "Total number of conversations: #{total_count}"}
-      #{conversations.map { |conversation| conversation.to_llm_text(include_contact_details: true) }.join("\n---\n")}
+      #{conversations.map { |conversation| conversation.to_llm_text(include_contact_details: true, include_private_messages: true) }.join("\n---\n")}
     RESPONSE
   end
 
@@ -34,12 +34,20 @@ class Captain::Tools::Copilot::SearchConversationsService < Captain::Tools::Base
   def get_conversations(status, contact_id, priority, labels)
     conversations = permissible_conversations
     conversations = conversations.where(contact_id: contact_id) if contact_id.present?
-    conversations = conversations.where(status: status) if status.present?
-    conversations = conversations.where(priority: priority) if priority.present?
+    conversations = conversations.where(status: status) if valid_status?(status)
+    conversations = conversations.where(priority: priority) if valid_priority?(priority)
     conversations = conversations.tagged_with(labels, any: true) if labels.present?
     conversations
   end
 
+  def valid_status?(status)
+    status.present? && Conversation.statuses.key?(status)
+  end
+
+  def valid_priority?(priority)
+    priority.present? && Conversation.priorities.key?(priority)
+  end
+
   def permissible_conversations
     Conversations::PermissionFilterService.new(
       @assistant.account.conversations,
diff --git a/spec/enterprise/services/captain/tools/copilot/search_conversations_service_spec.rb b/spec/enterprise/services/captain/tools/copilot/search_conversations_service_spec.rb
index a02d05404..0835b6125 100644
--- a/spec/enterprise/services/captain/tools/copilot/search_conversations_service_spec.rb
+++ b/spec/enterprise/services/captain/tools/copilot/search_conversations_service_spec.rb
@@ -119,5 +119,42 @@ RSpec.describe Captain::Tools::Copilot::SearchConversationsService do
       result = service.execute(status: 'snoozed')
       expect(result).to eq('No conversations found')
     end
+
+    context 'when invalid status is provided' do
+      it 'ignores invalid status and returns all conversations' do
+        result = service.execute(status: 'all')
+        expect(result).to include('Total number of conversations: 2')
+        expect(result).to include(open_conversation.to_llm_text(include_contact_details: true))
+        expect(result).to include(resolved_conversation.to_llm_text(include_contact_details: true))
+      end
+
+      it 'ignores random invalid status values' do
+        result = service.execute(status: 'invalid_status')
+        expect(result).to include('Total number of conversations: 2')
+      end
+    end
+
+    context 'when invalid priority is provided' do
+      it 'ignores invalid priority and returns all conversations' do
+        result = service.execute(priority: 'all')
+        expect(result).to include('Total number of conversations: 2')
+        expect(result).to include(open_conversation.to_llm_text(include_contact_details: true))
+        expect(result).to include(resolved_conversation.to_llm_text(include_contact_details: true))
+      end
+
+      it 'ignores random invalid priority values' do
+        result = service.execute(priority: 'invalid_priority')
+        expect(result).to include('Total number of conversations: 2')
+      end
+    end
+
+    context 'when combining valid and invalid parameters' do
+      it 'applies valid filters and ignores invalid ones' do
+        result = service.execute(status: 'all', contact_id: contact.id)
+        expect(result).to include('Total number of conversations: 1')
+        expect(result).to include(open_conversation.to_llm_text(include_contact_details: true))
+        expect(result).not_to include(resolved_conversation.to_llm_text(include_contact_details: true))
+      end
+    end
   end
 end

From 7e4d93f64994ac87cf850f1fc975667654839b07 Mon Sep 17 00:00:00 2001
From: Muhsin Keloth <muhsinkeramam@gmail.com>
Date: Mon, 19 Jan 2026 14:12:36 +0400
Subject: [PATCH 09/11] fix: Setup webhooks for manual WhatsApp Cloud channel
 creation (#13278)

Fixes https://github.com/chatwoot/chatwoot/issues/13097

### Problem
The PR #12176 removed the `before_save :setup_webhooks` callback to fix
a race condition where Meta's webhook verification request arrived
before the channel was saved to the database. This change broke manual
WhatsApp Cloud channel setup. While embedded signup explicitly calls
`channel.setup_webhooks` in `EmbeddedSignupService`, manual setup had no
equivalent call - meaning the `subscribed_apps` endpoint was never
invoked and Meta never sent webhook events to Chatwoot.


### Solution
Added an `after_commit` callback that triggers webhook setup for manual
WhatsApp Cloud channels
---
 app/models/channel/whatsapp.rb                |  7 +++
 .../whatsapp/embedded_signup_service.rb       |  4 ++
 spec/factories/channel/channel_whatsapp.rb    | 12 ++++-
 spec/models/channel/whatsapp_spec.rb          | 49 +++++++++++++++----
 .../whatsapp/webhook_setup_service_spec.rb    |  6 ++-
 5 files changed, 65 insertions(+), 13 deletions(-)

diff --git a/app/models/channel/whatsapp.rb b/app/models/channel/whatsapp.rb
index 7318cd978..5905c54f7 100644
--- a/app/models/channel/whatsapp.rb
+++ b/app/models/channel/whatsapp.rb
@@ -34,6 +34,7 @@ class Channel::Whatsapp < ApplicationRecord
 
   after_create :sync_templates
   before_destroy :teardown_webhooks
+  after_commit :setup_webhooks, on: :create, if: :should_auto_setup_webhooks?
 
   def name
     'Whatsapp'
@@ -86,4 +87,10 @@ class Channel::Whatsapp < ApplicationRecord
   def teardown_webhooks
     Whatsapp::WebhookTeardownService.new(self).perform
   end
+
+  def should_auto_setup_webhooks?
+    # Only auto-setup webhooks for whatsapp_cloud provider with manual setup
+    # Embedded signup calls setup_webhooks explicitly in EmbeddedSignupService
+    provider == 'whatsapp_cloud' && provider_config['source'] != 'embedded_signup'
+  end
 end
diff --git a/app/services/whatsapp/embedded_signup_service.rb b/app/services/whatsapp/embedded_signup_service.rb
index 4379d0b74..52273bc5d 100644
--- a/app/services/whatsapp/embedded_signup_service.rb
+++ b/app/services/whatsapp/embedded_signup_service.rb
@@ -16,6 +16,10 @@ class Whatsapp::EmbeddedSignupService
     validate_token_access(access_token)
 
     channel = create_or_reauthorize_channel(access_token, phone_info)
+    # NOTE: We call setup_webhooks explicitly here instead of relying on after_commit callback because:
+    # 1. Reauthorization flow updates an existing channel (not a create), so after_commit on: :create won't trigger
+    # 2. We need to run check_channel_health_and_prompt_reauth after webhook setup completes
+    # 3. The channel is marked with source: 'embedded_signup' to skip the after_commit callback
     channel.setup_webhooks
     check_channel_health_and_prompt_reauth(channel)
     channel
diff --git a/spec/factories/channel/channel_whatsapp.rb b/spec/factories/channel/channel_whatsapp.rb
index dae7eb04f..4282a374d 100644
--- a/spec/factories/channel/channel_whatsapp.rb
+++ b/spec/factories/channel/channel_whatsapp.rb
@@ -96,8 +96,16 @@ FactoryBot.define do
       channel_whatsapp.define_singleton_method(:sync_templates) { nil } unless options.sync_templates
       channel_whatsapp.define_singleton_method(:validate_provider_config) { nil } unless options.validate_provider_config
       if channel_whatsapp.provider == 'whatsapp_cloud'
-        channel_whatsapp.provider_config = channel_whatsapp.provider_config.merge({ 'api_key' => 'test_key', 'phone_number_id' => '123456789',
-                                                                                    'business_account_id' => '123456789' })
+        # Add 'source' => 'embedded_signup' to skip after_commit :setup_webhooks callback in tests
+        # The callback is for manual setup flow; embedded signup handles webhook setup explicitly
+        # Only set source if not already provided (allows tests to override)
+        default_config = {
+          'api_key' => 'test_key',
+          'phone_number_id' => '123456789',
+          'business_account_id' => '123456789'
+        }
+        default_config['source'] = 'embedded_signup' unless channel_whatsapp.provider_config.key?('source')
+        channel_whatsapp.provider_config = channel_whatsapp.provider_config.merge(default_config)
       end
     end
 
diff --git a/spec/models/channel/whatsapp_spec.rb b/spec/models/channel/whatsapp_spec.rb
index b46c984d1..dcc010d88 100644
--- a/spec/models/channel/whatsapp_spec.rb
+++ b/spec/models/channel/whatsapp_spec.rb
@@ -47,16 +47,39 @@ RSpec.describe Channel::Whatsapp do
   end
 
   describe 'webhook_verify_token' do
+    before do
+      # Stub webhook setup to prevent HTTP calls during channel creation
+      setup_service = instance_double(Whatsapp::WebhookSetupService)
+      allow(Whatsapp::WebhookSetupService).to receive(:new).and_return(setup_service)
+      allow(setup_service).to receive(:perform)
+    end
+
     it 'generates webhook_verify_token if not present' do
-      channel = create(:channel_whatsapp, provider_config: { webhook_verify_token: nil }, provider: 'whatsapp_cloud', account: create(:account),
-                                          validate_provider_config: false, sync_templates: false)
+      channel = create(:channel_whatsapp,
+                       provider_config: {
+                         'webhook_verify_token' => nil,
+                         'api_key' => 'test_key',
+                         'business_account_id' => '123456789'
+                       },
+                       provider: 'whatsapp_cloud',
+                       account: create(:account),
+                       validate_provider_config: false,
+                       sync_templates: false)
 
       expect(channel.provider_config['webhook_verify_token']).not_to be_nil
     end
 
     it 'does not generate webhook_verify_token if present' do
-      channel = create(:channel_whatsapp, provider: 'whatsapp_cloud', provider_config: { webhook_verify_token: '123' }, account: create(:account),
-                                          validate_provider_config: false, sync_templates: false)
+      channel = create(:channel_whatsapp,
+                       provider: 'whatsapp_cloud',
+                       provider_config: {
+                         'webhook_verify_token' => '123',
+                         'api_key' => 'test_key',
+                         'business_account_id' => '123456789'
+                       },
+                       account: create(:account),
+                       validate_provider_config: false,
+                       sync_templates: false)
 
       expect(channel.provider_config['webhook_verify_token']).to eq '123'
     end
@@ -91,15 +114,18 @@ RSpec.describe Channel::Whatsapp do
     end
 
     context 'when channel is created through manual setup' do
-      it 'does not setup webhooks' do
-        expect(Whatsapp::WebhookSetupService).not_to receive(:new)
+      it 'setups webhooks via after_commit callback' do
+        expect(Whatsapp::WebhookSetupService).to receive(:new).and_return(webhook_service)
+        expect(webhook_service).to receive(:perform)
 
+        # Explicitly set source to nil to test manual setup behavior (not embedded_signup)
         create(:channel_whatsapp,
                account: account,
                provider: 'whatsapp_cloud',
                provider_config: {
                  'business_account_id' => 'test_waba_id',
-                 'api_key' => 'test_access_token'
+                 'api_key' => 'test_access_token',
+                 'source' => nil
                },
                validate_provider_config: false,
                sync_templates: false)
@@ -157,12 +183,17 @@ RSpec.describe Channel::Whatsapp do
     end
 
     context 'when channel is not embedded_signup' do
-      it 'does not call WebhookTeardownService on destroy' do
+      it 'calls WebhookTeardownService on destroy' do
+        # Mock the setup service to prevent HTTP calls during creation
+        setup_service = instance_double(Whatsapp::WebhookSetupService)
+        allow(Whatsapp::WebhookSetupService).to receive(:new).and_return(setup_service)
+        allow(setup_service).to receive(:perform)
+
         channel = create(:channel_whatsapp,
                          account: account,
                          provider: 'whatsapp_cloud',
                          provider_config: {
-                           'source' => 'manual',
+                           'business_account_id' => 'test_waba_id',
                            'api_key' => 'test_access_token'
                          },
                          validate_provider_config: false,
diff --git a/spec/services/whatsapp/webhook_setup_service_spec.rb b/spec/services/whatsapp/webhook_setup_service_spec.rb
index 38856e252..d35d14cb9 100644
--- a/spec/services/whatsapp/webhook_setup_service_spec.rb
+++ b/spec/services/whatsapp/webhook_setup_service_spec.rb
@@ -6,7 +6,8 @@ describe Whatsapp::WebhookSetupService do
            phone_number: '+1234567890',
            provider_config: {
              'phone_number_id' => '123456789',
-             'webhook_verify_token' => 'test_verify_token'
+             'webhook_verify_token' => 'test_verify_token',
+             'source' => 'embedded_signup'
            },
            provider: 'whatsapp_cloud',
            sync_templates: false,
@@ -261,7 +262,8 @@ describe Whatsapp::WebhookSetupService do
                  'phone_number_id' => '123456789',
                  'webhook_verify_token' => 'existing_verify_token',
                  'business_id' => 'existing_business_id',
-                 'waba_id' => 'existing_waba_id'
+                 'waba_id' => 'existing_waba_id',
+                 'source' => 'embedded_signup'
                },
                provider: 'whatsapp_cloud',
                sync_templates: false,

From 0346e9a2c728321b79c11375b032d1a6c12c8847 Mon Sep 17 00:00:00 2001
From: Shivam Mishra <scm.mymail@gmail.com>
Date: Mon, 19 Jan 2026 18:31:46 +0530
Subject: [PATCH 10/11] fix: captain inbox modal shows wrong assistant data
 (#13302)

---
 .../dashboard/captain/assistants/inboxes/Index.vue | 14 +++++++++-----
 1 file changed, 9 insertions(+), 5 deletions(-)

diff --git a/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue b/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
index 62db5e495..aff213807 100644
--- a/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
+++ b/app/javascript/dashboard/routes/dashboard/captain/assistants/inboxes/Index.vue
@@ -1,5 +1,5 @@
 <script setup>
-import { computed, onMounted, ref, nextTick } from 'vue';
+import { computed, watch, ref, nextTick } from 'vue';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -49,10 +49,14 @@ const handleCreateClose = () => {
   selectedInbox.value = null;
 };
 
-onMounted(() =>
-  store.dispatch('captainInboxes/get', {
-    assistantId: assistantId.value,
-  })
+watch(
+  assistantId,
+  newId => {
+    store.dispatch('captainInboxes/get', {
+      assistantId: newId,
+    });
+  },
+  { immediate: true }
 );
 </script>
 

From e13e3c873aaf812262a638ad728197fcc72bf515 Mon Sep 17 00:00:00 2001
From: Shivam Mishra <scm.mymail@gmail.com>
Date: Mon, 19 Jan 2026 18:31:52 +0530
Subject: [PATCH 11/11] feat: add report download task (#13250)

---
 lib/tasks/download_report.rake | 183 +++++++++++++++++++++++++++++++++
 1 file changed, 183 insertions(+)
 create mode 100644 lib/tasks/download_report.rake

diff --git a/lib/tasks/download_report.rake b/lib/tasks/download_report.rake
new file mode 100644
index 000000000..c68418432
--- /dev/null
+++ b/lib/tasks/download_report.rake
@@ -0,0 +1,183 @@
+# Download Report Rake Tasks
+#
+# Usage:
+#   POSTGRES_STATEMENT_TIMEOUT=600s NEW_RELIC_AGENT_ENABLED=false bundle exec rake download_report:agent
+#   POSTGRES_STATEMENT_TIMEOUT=600s NEW_RELIC_AGENT_ENABLED=false bundle exec rake download_report:inbox
+#   POSTGRES_STATEMENT_TIMEOUT=600s NEW_RELIC_AGENT_ENABLED=false bundle exec rake download_report:label
+#
+# The task will prompt for:
+#   - Account ID
+#   - Start Date (YYYY-MM-DD)
+#   - End Date (YYYY-MM-DD)
+#   - Timezone Offset (e.g., 0, 5.5, -5)
+#   - Business Hours (y/n) - whether to use business hours for time metrics
+#
+# Output: <account_id>_<type>_<start_date>_<end_date>.csv
+
+require 'csv'
+
+# rubocop:disable Metrics/CyclomaticComplexity
+# rubocop:disable Metrics/AbcSize
+# rubocop:disable Metrics/MethodLength
+# rubocop:disable Metrics/ModuleLength
+module DownloadReportTasks
+  def self.prompt(message)
+    print "#{message}: "
+    $stdin.gets.chomp
+  end
+
+  def self.collect_params
+    account_id = prompt('Enter Account ID')
+    abort 'Error: Account ID is required' if account_id.blank?
+
+    account = Account.find_by(id: account_id)
+    abort "Error: Account with ID '#{account_id}' not found" unless account
+
+    start_date = prompt('Enter Start Date (YYYY-MM-DD)')
+    abort 'Error: Start date is required' if start_date.blank?
+
+    end_date = prompt('Enter End Date (YYYY-MM-DD)')
+    abort 'Error: End date is required' if end_date.blank?
+
+    timezone_offset = prompt('Enter Timezone Offset (e.g., 0, 5.5, -5)')
+    timezone_offset = timezone_offset.blank? ? 0 : timezone_offset.to_f
+
+    business_hours = prompt('Use Business Hours? (y/n)')
+    business_hours = business_hours.downcase == 'y'
+
+    begin
+      tz = ActiveSupport::TimeZone[timezone_offset]
+      abort "Error: Invalid timezone offset '#{timezone_offset}'" unless tz
+
+      since = tz.parse("#{start_date} 00:00:00").to_i.to_s
+      until_date = tz.parse("#{end_date} 23:59:59").to_i.to_s
+    rescue StandardError => e
+      abort "Error parsing dates: #{e.message}"
+    end
+
+    {
+      account: account,
+      params: { since: since, until: until_date, timezone_offset: timezone_offset, business_hours: business_hours },
+      start_date: start_date,
+      end_date: end_date
+    }
+  end
+
+  def self.save_csv(filename, headers, rows)
+    CSV.open(filename, 'w') do |csv|
+      csv << headers
+      rows.each { |row| csv << row }
+    end
+    puts "Report saved to: #{filename}"
+  end
+
+  def self.format_time(seconds)
+    return '' if seconds.nil? || seconds.zero?
+
+    seconds.round(2)
+  end
+
+  def self.download_agent_report
+    data = collect_params
+    account = data[:account]
+
+    puts "\nGenerating agent report..."
+    builder = V2::Reports::AgentSummaryBuilder.new(account: account, params: data[:params])
+    report = builder.build
+
+    users = account.users.index_by(&:id)
+    headers = %w[id name email conversations_count resolved_conversations_count avg_resolution_time avg_first_response_time avg_reply_time]
+
+    rows = report.map do |row|
+      user = users[row[:id]]
+      [
+        row[:id],
+        user&.name || 'Unknown',
+        user&.email || 'Unknown',
+        row[:conversations_count],
+        row[:resolved_conversations_count],
+        format_time(row[:avg_resolution_time]),
+        format_time(row[:avg_first_response_time]),
+        format_time(row[:avg_reply_time])
+      ]
+    end
+
+    filename = "#{account.id}_agent_#{data[:start_date]}_#{data[:end_date]}.csv"
+    save_csv(filename, headers, rows)
+  end
+
+  def self.download_inbox_report
+    data = collect_params
+    account = data[:account]
+
+    puts "\nGenerating inbox report..."
+    builder = V2::Reports::InboxSummaryBuilder.new(account: account, params: data[:params])
+    report = builder.build
+
+    inboxes = account.inboxes.index_by(&:id)
+    headers = %w[id name conversations_count resolved_conversations_count avg_resolution_time avg_first_response_time avg_reply_time]
+
+    rows = report.map do |row|
+      inbox = inboxes[row[:id]]
+      [
+        row[:id],
+        inbox&.name || 'Unknown',
+        row[:conversations_count],
+        row[:resolved_conversations_count],
+        format_time(row[:avg_resolution_time]),
+        format_time(row[:avg_first_response_time]),
+        format_time(row[:avg_reply_time])
+      ]
+    end
+
+    filename = "#{account.id}_inbox_#{data[:start_date]}_#{data[:end_date]}.csv"
+    save_csv(filename, headers, rows)
+  end
+
+  def self.download_label_report
+    data = collect_params
+    account = data[:account]
+
+    puts "\nGenerating label report..."
+    builder = V2::Reports::LabelSummaryBuilder.new(account: account, params: data[:params])
+    report = builder.build
+
+    headers = %w[id name conversations_count resolved_conversations_count avg_resolution_time avg_first_response_time avg_reply_time]
+
+    rows = report.map do |row|
+      [
+        row[:id],
+        row[:name],
+        row[:conversations_count],
+        row[:resolved_conversations_count],
+        format_time(row[:avg_resolution_time]),
+        format_time(row[:avg_first_response_time]),
+        format_time(row[:avg_reply_time])
+      ]
+    end
+
+    filename = "#{account.id}_label_#{data[:start_date]}_#{data[:end_date]}.csv"
+    save_csv(filename, headers, rows)
+  end
+end
+# rubocop:enable Metrics/CyclomaticComplexity
+# rubocop:enable Metrics/AbcSize
+# rubocop:enable Metrics/MethodLength
+# rubocop:enable Metrics/ModuleLength
+
+namespace :download_report do
+  desc 'Download agent summary report as CSV'
+  task agent: :environment do
+    DownloadReportTasks.download_agent_report
+  end
+
+  desc 'Download inbox summary report as CSV'
+  task inbox: :environment do
+    DownloadReportTasks.download_inbox_report
+  end
+
+  desc 'Download label summary report as CSV'
+  task label: :environment do
+    DownloadReportTasks.download_label_report
+  end
+end