diff --git a/.rubocop.yml b/.rubocop.yml
index d0724ef20..22e59629d 100644
--- a/.rubocop.yml
+++ b/.rubocop.yml
@@ -8,15 +8,11 @@ Layout/LineLength:
   Max: 150
 
 Metrics/ClassLength:
-  Max: 125
+  Max: 175
   Exclude:
-    - 'app/models/conversation.rb'
-    - 'app/models/contact.rb'
-    - 'app/mailers/conversation_reply_mailer.rb'
     - 'app/models/message.rb'
-    - 'app/builders/messages/facebook/message_builder.rb'
-    - 'app/controllers/api/v1/accounts/contacts_controller.rb'
-    - 'app/listeners/action_cable_listener.rb'
+    - 'app/models/conversation.rb'
+
 RSpec/ExampleLength:
   Max: 25
 Style/Documentation:
diff --git a/app/controllers/api/v1/accounts/contacts_controller.rb b/app/controllers/api/v1/accounts/contacts_controller.rb
index 587e082ce..d75dc71b5 100644
--- a/app/controllers/api/v1/accounts/contacts_controller.rb
+++ b/app/controllers/api/v1/accounts/contacts_controller.rb
@@ -18,7 +18,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
 
   def index
     @contacts_count = resolved_contacts.count
-    @contacts = fetch_contacts_with_conversation_count(resolved_contacts)
+    @contacts = fetch_contacts(resolved_contacts)
   end
 
   def search
@@ -29,7 +29,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
       search: "%#{params[:q].strip}%"
     )
     @contacts_count = contacts.count
-    @contacts = fetch_contacts_with_conversation_count(contacts)
+    @contacts = fetch_contacts(contacts)
   end
 
   def import
@@ -63,7 +63,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
     result = ::Contacts::FilterService.new(params.permit!, current_user).perform
     contacts = result[:contacts]
     @contacts_count = result[:count]
-    @contacts = fetch_contacts_with_conversation_count(contacts)
+    @contacts = fetch_contacts(contacts)
   end
 
   def contactable_inboxes
@@ -125,17 +125,14 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
     @current_page = params[:page] || 1
   end
 
-  def fetch_contacts_with_conversation_count(contacts)
-    conversation_count_sub_query = 'SELECT COUNT(*) FROM "conversations" WHERE "conversations"."contact_id" = "contacts"."id"'
-    contacts_with_conversation_count = filtrate(contacts)
-                                       .select("contacts.*, (#{conversation_count_sub_query}) as conversations_count")
-                                       .group('contacts.id')
-                                       .includes([{ avatar_attachment: [:blob] }])
-                                       .page(@current_page).per(RESULTS_PER_PAGE)
+  def fetch_contacts(contacts)
+    contacts_with_avatar = filtrate(contacts)
+                           .includes([{ avatar_attachment: [:blob] }])
+                           .page(@current_page).per(RESULTS_PER_PAGE)
 
-    return contacts_with_conversation_count.includes([{ contact_inboxes: [:inbox] }]) if @include_contact_inboxes
+    return contacts_with_avatar.includes([{ contact_inboxes: [:inbox] }]) if @include_contact_inboxes
 
-    contacts_with_conversation_count
+    contacts_with_avatar
   end
 
   def build_contact_inbox
diff --git a/app/controllers/concerns/ensure_current_account_helper.rb b/app/controllers/concerns/ensure_current_account_helper.rb
index eb781dbfe..5d02e96c8 100644
--- a/app/controllers/concerns/ensure_current_account_helper.rb
+++ b/app/controllers/concerns/ensure_current_account_helper.rb
@@ -8,7 +8,7 @@ module EnsureCurrentAccountHelper
 
   def ensure_current_account
     account = Account.find(params[:account_id])
-    ensure_account_is_active?(account)
+    render_unauthorized('Account is suspended') and return unless account.active?
 
     if current_user
       account_accessible_for_user?(account)
@@ -27,8 +27,4 @@ module EnsureCurrentAccountHelper
   def account_accessible_for_bot?(account)
     render_unauthorized('You are not authorized to access this account') unless @resource.agent_bot_inboxes.find_by(account_id: account.id)
   end
-
-  def ensure_account_is_active?(account)
-    render_unauthorized('Account is suspended') unless account.active?
-  end
 end
diff --git a/app/javascript/dashboard/helper/automationHelper.js b/app/javascript/dashboard/helper/automationHelper.js
index cb68cbd43..e9b1f886c 100644
--- a/app/javascript/dashboard/helper/automationHelper.js
+++ b/app/javascript/dashboard/helper/automationHelper.js
@@ -120,9 +120,18 @@ export const generateConditionOptions = (options, key = 'id') => {
   });
 };
 
+// Add the "None" option to the agent list
+export const agentList = agents => [
+  {
+    id: 'nil',
+    name: 'None',
+  },
+  ...(agents || []),
+];
+
 export const getActionOptions = ({ agents, teams, labels, type }) => {
   const actionsMap = {
-    assign_agent: agents,
+    assign_agent: agentList(agents),
     assign_team: teams,
     send_email_to_team: teams,
     add_label: generateConditionOptions(labels, 'title'),
diff --git a/app/javascript/dashboard/i18n/index.js b/app/javascript/dashboard/i18n/index.js
index 919fcef11..d0e85b43a 100644
--- a/app/javascript/dashboard/i18n/index.js
+++ b/app/javascript/dashboard/i18n/index.js
@@ -26,6 +26,7 @@ import pt_BR from './locale/pt_BR';
 import ro from './locale/ro';
 import ru from './locale/ru';
 import sk from './locale/sk';
+import sr from './locale/sr';
 import sv from './locale/sv';
 import ta from './locale/ta';
 import th from './locale/th';
@@ -66,6 +67,7 @@ export default {
   ro,
   ru,
   sk,
+  sr,
   sv,
   ta,
   th,
diff --git a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsTable.vue b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsTable.vue
index d2b3c75ce..3c77653e9 100644
--- a/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsTable.vue
+++ b/app/javascript/dashboard/routes/dashboard/contacts/components/ContactsTable.vue
@@ -1,6 +1,6 @@
 <template>
   <section
-    class="contacts-table-wrap bg-white dark:bg-slate-900 flex-1 h-full overflow-hidden"
+    class="contacts-table-wrap bg-white dark:bg-slate-900 flex-1 h-full overflow-hidden -mt-1"
   >
     <ve-table
       :fixed-header="true"
@@ -256,13 +256,6 @@ export default {
           title: this.$t('CONTACTS_PAGE.LIST.TABLE_HEADER.CREATED_AT'),
           align: this.isRTLView ? 'right' : 'left',
         },
-        {
-          field: 'conversationsCount',
-          key: 'conversationsCount',
-          title: this.$t('CONTACTS_PAGE.LIST.TABLE_HEADER.CONVERSATIONS'),
-          width: 150,
-          align: this.isRTLView ? 'right' : 'left',
-        },
       ];
     },
   },
diff --git a/app/javascript/shared/components/FluentIcon/icons.json b/app/javascript/shared/components/FluentIcon/icons.json
index 4e8f6ff2b..45c70071c 100644
--- a/app/javascript/shared/components/FluentIcon/icons.json
+++ b/app/javascript/shared/components/FluentIcon/icons.json
@@ -2,6 +2,7 @@
   "arrow-clockwise-outline": "M12 4.75a7.25 7.25 0 1 0 7.201 6.406c-.068-.588.358-1.156.95-1.156.515 0 .968.358 1.03.87a9.25 9.25 0 1 1-3.432-6.116V4.25a1 1 0 1 1 2.001 0v2.698l.034.052h-.034v.25a1 1 0 0 1-1 1h-3a1 1 0 1 1 0-2h.666A7.219 7.219 0 0 0 12 4.75Z",
   "arrow-right-outline": "M13.267 4.209a.75.75 0 0 0-1.034 1.086l6.251 5.955H3.75a.75.75 0 0 0 0 1.5h14.734l-6.251 5.954a.75.75 0 0 0 1.034 1.087l7.42-7.067a.996.996 0 0 0 .3-.58.758.758 0 0 0-.001-.29.995.995 0 0 0-.3-.578l-7.419-7.067Z",
   "attach-outline": "M11.772 3.743a6 6 0 0 1 8.66 8.302l-.19.197-8.8 8.798-.036.03a3.723 3.723 0 0 1-5.489-4.973.764.764 0 0 1 .085-.13l.054-.06.086-.088.142-.148.002.003 7.436-7.454a.75.75 0 0 1 .977-.074l.084.073a.75.75 0 0 1 .074.976l-.073.084-7.594 7.613a2.23 2.23 0 0 0 3.174 3.106l8.832-8.83A4.502 4.502 0 0 0 13 4.644l-.168.16-.013.014-9.536 9.536a.75.75 0 0 1-1.133-.977l.072-.084 9.549-9.55h.002Z",
+  "chat-outline": "M12 2c5.523 0 10 4.477 10 10s-4.477 10-10 10a9.96 9.96 0 0 1-4.587-1.112l-3.826 1.067a1.25 1.25 0 0 1-1.54-1.54l1.068-3.823A9.96 9.96 0 0 1 2 12C2 6.477 6.477 2 12 2Zm0 1.5A8.5 8.5 0 0 0 3.5 12c0 1.47.373 2.883 1.073 4.137l.15.27-1.112 3.984 3.987-1.112.27.15A8.5 8.5 0 1 0 12 3.5ZM8.75 13h4.498a.75.75 0 0 1 .102 1.493l-.102.007H8.75a.75.75 0 0 1-.102-1.493L8.75 13h4.498H8.75Zm0-3.5h6.505a.75.75 0 0 1 .101 1.493l-.101.007H8.75a.75.75 0 0 1-.102-1.493L8.75 9.5h6.505H8.75Z",
   "checkmark-outline": "M4.53 12.97a.75.75 0 0 0-1.06 1.06l4.5 4.5a.75.75 0 0 0 1.06 0l11-11a.75.75 0 0 0-1.06-1.06L8.5 16.94l-3.97-3.97Z",
   "chevron-down-outline": "M4.22 8.47a.75.75 0 0 1 1.06 0L12 15.19l6.72-6.72a.75.75 0 1 1 1.06 1.06l-7.25 7.25a.75.75 0 0 1-1.06 0L4.22 9.53a.75.75 0 0 1 0-1.06Z",
   "chevron-left-outline": "M15.53 4.22a.75.75 0 0 1 0 1.06L8.81 12l6.72 6.72a.75.75 0 1 1-1.06 1.06l-7.25-7.25a.75.75 0 0 1 0-1.06l7.25-7.25a.75.75 0 0 1 1.06 0Z",
diff --git a/app/javascript/survey/i18n/index.js b/app/javascript/survey/i18n/index.js
index 5c3659a02..372017c5e 100644
--- a/app/javascript/survey/i18n/index.js
+++ b/app/javascript/survey/i18n/index.js
@@ -28,6 +28,7 @@ import pt_BR from './locale/pt_BR.json';
 import ro from './locale/ro.json';
 import ru from './locale/ru.json';
 import sk from './locale/sk.json';
+import sr from './locale/sr.json';
 import sv from './locale/sv.json';
 import ta from './locale/ta.json';
 import th from './locale/th.json';
@@ -68,6 +69,7 @@ export default {
   ro,
   ru,
   sk,
+  sr,
   sv,
   ta,
   th,
diff --git a/app/javascript/widget/components/ArticleCategoryCard.vue b/app/javascript/widget/components/ArticleCategoryCard.vue
index b7e8f99d7..1b0193043 100644
--- a/app/javascript/widget/components/ArticleCategoryCard.vue
+++ b/app/javascript/widget/components/ArticleCategoryCard.vue
@@ -1,6 +1,6 @@
 <template>
   <div>
-    <h3 class="text-base font-medium text-slate-900 dark:text-slate-50 mb-0">
+    <h3 class="text-sm font-medium text-slate-800 dark:text-slate-50 mb-0">
       {{ title }}
     </h3>
     <article-list :articles="articles" @click="onArticleClick" />
diff --git a/app/javascript/widget/components/ArticleHero.vue b/app/javascript/widget/components/ArticleHero.vue
index c6c025376..3d29ca611 100644
--- a/app/javascript/widget/components/ArticleHero.vue
+++ b/app/javascript/widget/components/ArticleHero.vue
@@ -1,7 +1,7 @@
 <template>
   <category-card
     :title="$t('PORTAL.POPULAR_ARTICLES')"
-    :articles="articles.slice(0, 4)"
+    :articles="articles.slice(0, 6)"
     @view-all="$emit('view-all')"
     @view="onArticleClick"
   />
diff --git a/app/javascript/widget/components/ArticleListItem.vue b/app/javascript/widget/components/ArticleListItem.vue
index ee7c85472..522a0b705 100644
--- a/app/javascript/widget/components/ArticleListItem.vue
+++ b/app/javascript/widget/components/ArticleListItem.vue
@@ -1,12 +1,10 @@
 <template>
   <li
-    class="py-1 flex items-center justify-between -mx-1 px-1 hover:bg-slate-75 dark:hover:bg-slate-600 rounded cursor-pointer text-slate-700 dark:text-slate-50 dark:hover:text-slate-25 hover:text-slate-900 "
+    class="py-1 flex items-center justify-between -mx-1 px-1 hover:bg-slate-25 dark:hover:bg-slate-600 rounded cursor-pointer text-slate-700 dark:text-slate-50 dark:hover:text-slate-25 hover:text-slate-900 "
+    role="button"
     @click="onClick"
   >
-    <button
-      class="underline-offset-2 text-sm leading-6 text-left"
-      @click="onClick"
-    >
+    <button class="underline-offset-2 text-sm leading-6 text-left">
       {{ title }}
     </button>
     <span class="pl-1 arrow">
diff --git a/app/javascript/widget/components/AvailableAgents.vue b/app/javascript/widget/components/AvailableAgents.vue
index 48a128c5a..7e51b887b 100644
--- a/app/javascript/widget/components/AvailableAgents.vue
+++ b/app/javascript/widget/components/AvailableAgents.vue
@@ -16,7 +16,7 @@ export default {
   },
   computed: {
     users() {
-      return this.agents.slice(0, 5).map(agent => ({
+      return this.agents.slice(0, 4).map(agent => ({
         id: agent.id,
         avatar: agent.avatar_url,
         name: agent.name,
diff --git a/app/javascript/widget/components/ChatHeader.vue b/app/javascript/widget/components/ChatHeader.vue
index 57c014302..241163d95 100644
--- a/app/javascript/widget/components/ChatHeader.vue
+++ b/app/javascript/widget/components/ChatHeader.vue
@@ -4,7 +4,11 @@
     :class="$dm('bg-white', 'dark:bg-slate-900')"
   >
     <div class="flex items-center">
-      <button v-if="showBackButton" @click="onBackButtonClick">
+      <button
+        v-if="showBackButton"
+        class="-ml-3 px-2"
+        @click="onBackButtonClick"
+      >
         <fluent-icon
           icon="chevron-left"
           size="24"
diff --git a/app/javascript/widget/components/ChatHeaderExpanded.vue b/app/javascript/widget/components/ChatHeaderExpanded.vue
index 6ddfc6fc5..7d35bddc0 100755
--- a/app/javascript/widget/components/ChatHeaderExpanded.vue
+++ b/app/javascript/widget/components/ChatHeaderExpanded.vue
@@ -1,7 +1,6 @@
 <template>
   <header
-    class="header-expanded py-6 px-5 relative box-border w-full"
-    :class="$dm('bg-white', 'dark:bg-slate-900')"
+    class="header-expanded pt-6 pb-4 px-5 relative box-border w-full bg-transparent"
   >
     <div
       class="flex items-start"
@@ -13,23 +12,25 @@
         :src="avatarUrl"
         alt="Avatar"
       />
-      <header-actions :show-popout-button="showPopoutButton" />
+      <header-actions
+        :show-popout-button="showPopoutButton"
+        :show-end-conversation-button="false"
+      />
     </div>
     <h2
       v-dompurify-html="introHeading"
-      class="mt-5 text-3xl mb-3 leading-8 font-normal"
+      class="mt-4 text-2xl mb-1.5 font-medium"
       :class="$dm('text-slate-900', 'dark:text-slate-50')"
     />
     <p
       v-dompurify-html="introBody"
-      class="text-lg leading-normal"
+      class="text-base leading-normal"
       :class="$dm('text-slate-700', 'dark:text-slate-200')"
     />
   </header>
 </template>
 
 <script>
-import { mapGetters } from 'vuex';
 import HeaderActions from './HeaderActions';
 import darkModeMixin from 'widget/mixins/darkModeMixin.js';
 
@@ -57,10 +58,5 @@ export default {
       default: false,
     },
   },
-  computed: {
-    ...mapGetters({
-      widgetColor: 'appConfig/getWidgetColor',
-    }),
-  },
 };
 </script>
diff --git a/app/javascript/widget/components/ContinueChatButton.vue b/app/javascript/widget/components/ContinueChatButton.vue
new file mode 100644
index 000000000..144bcc37f
--- /dev/null
+++ b/app/javascript/widget/components/ContinueChatButton.vue
@@ -0,0 +1,61 @@
+<template>
+  <button
+    type="button"
+    class="flex w-full justify-between items-center rounded-md ring-1 ring-inset ring-slate-50 px-2 py-2 text-sm text-slate-700 bg-slate-25 hover:bg-slate-50 dark:text-white dark:bg-slate-800 dark:ring-slate-900 focus-visible:outline focus-visible:outline-2 focus-visible:outline-offset-2 focus-visible:outline-woot-600 group"
+    @click="$emit('continue')"
+  >
+    <div
+      class="w-10 h-10 rounded-md bg-slate-75 dark:bg-slate-700 text-lg flex items-center justify-center flex-shrink-0"
+    >
+      <fluent-icon
+        icon="chat"
+        size="16"
+        class="text-slate-600 dark:text-slate-400"
+      />
+    </div>
+    <div
+      class="text-left flex flex-col justify-start flex-grow max-w-[calc(100%-80px)] mx-2 group-hover:opacity-75"
+    >
+      <h5 class="font-medium text-slate-900 dark:text-white">
+        {{ title }}
+      </h5>
+      <p class="h-4 leading-4 flex items-center gap-1">
+        <span
+          v-if="unreadCount > 0"
+          class="inline-flex items-center justify-center rounded-full bg-green-200 px-1 min-w-[16px] leading-4 text-xxs font-medium text-green-700 mr-0.5"
+        >
+          {{ unreadCount }}
+        </span>
+        <span
+          v-dompurify-html="content"
+          class="leading-4 h-4 text-ellipsis overflow-hidden whitespace-nowrap dark:text-slate-25"
+        />
+      </p>
+    </div>
+    <div class="w-8 h-10 flex items-center justify-center">
+      <fluent-icon icon="chevron-right" />
+    </div>
+  </button>
+</template>
+
+<script>
+import FluentIcon from 'shared/components/FluentIcon/Index.vue';
+
+export default {
+  components: { FluentIcon },
+  props: {
+    title: {
+      type: String,
+      default: 'Continue your chat',
+    },
+    content: {
+      type: String,
+      default: 'Chat with us',
+    },
+    unreadCount: {
+      type: Number,
+      default: 0,
+    },
+  },
+};
+</script>
diff --git a/app/javascript/widget/components/GroupedAvatars.vue b/app/javascript/widget/components/GroupedAvatars.vue
index 8f361580a..45d638aeb 100644
--- a/app/javascript/widget/components/GroupedAvatars.vue
+++ b/app/javascript/widget/components/GroupedAvatars.vue
@@ -10,7 +10,7 @@
       "
     >
       <thumbnail
-        size="40px"
+        size="36px"
         :username="user.name"
         :src="user.avatar"
         has-border
diff --git a/app/javascript/widget/components/HeaderActions.vue b/app/javascript/widget/components/HeaderActions.vue
index 28f7827e6..01051ea32 100644
--- a/app/javascript/widget/components/HeaderActions.vue
+++ b/app/javascript/widget/components/HeaderActions.vue
@@ -1,7 +1,11 @@
 <template>
   <div v-if="showHeaderActions" class="actions flex items-center">
     <button
-      v-if="canLeaveConversation && hasEndConversationEnabled"
+      v-if="
+        canLeaveConversation &&
+          hasEndConversationEnabled &&
+          showEndConversationButton
+      "
       class="button transparent compact"
       :title="$t('END_CONVERSATION')"
       @click="resolveConversation"
@@ -56,6 +60,10 @@ export default {
       type: Boolean,
       default: false,
     },
+    showEndConversationButton: {
+      type: Boolean,
+      default: true,
+    },
   },
   computed: {
     ...mapGetters({
diff --git a/app/javascript/widget/components/TeamAvailability.vue b/app/javascript/widget/components/TeamAvailability.vue
index 7624e0de8..c58dba1b8 100644
--- a/app/javascript/widget/components/TeamAvailability.vue
+++ b/app/javascript/widget/components/TeamAvailability.vue
@@ -1,34 +1,34 @@
 <template>
-  <div class="px-5">
-    <div class="flex items-center justify-between mb-4">
-      <div
-        class="max-w-xs"
-        :class="$dm('text-black-700', 'dark:text-slate-50')"
-      >
-        <div class="text-base leading-5 font-medium mb-1">
+  <div class="p-4 shadow-sm rounded-md bg-white dark:bg-slate-700">
+    <div class="flex items-center justify-between ">
+      <div class="  ">
+        <div class="text-sm font-medium text-slate-700 dark:text-slate-50">
           {{
             isOnline
               ? $t('TEAM_AVAILABILITY.ONLINE')
               : $t('TEAM_AVAILABILITY.OFFLINE')
           }}
         </div>
-        <div class="text-xs leading-3 mt-1">
+        <div class="text-sm mt-1 text-slate-500 dark:text-slate-100">
           {{ replyWaitMessage }}
         </div>
       </div>
       <available-agents v-if="isOnline" :agents="availableAgents" />
     </div>
-    <custom-button
-      class="font-medium"
-      block
-      :bg-color="widgetColor"
-      :text-color="textColor"
+    <button
+      class="inline-flex text-sm font-medium rounded-md py-1 mt-2 px-2 -ml-2 leading-6 text-slate-800 dark:text-slate-50 justify-between items-center hover:bg-slate-25 dark:hover:bg-slate-800"
+      :style="{ color: widgetColor }"
       @click="startConversation"
     >
-      {{
-        hasConversation ? $t('CONTINUE_CONVERSATION') : $t('START_CONVERSATION')
-      }}
-    </custom-button>
+      <span class="pr-2 text-sm">
+        {{
+          hasConversation
+            ? $t('CONTINUE_CONVERSATION')
+            : $t('START_CONVERSATION')
+        }}
+      </span>
+      <fluent-icon icon="arrow-right" size="14" />
+    </button>
   </div>
 </template>
 
@@ -37,18 +37,16 @@ import { mapGetters } from 'vuex';
 import { getContrastingTextColor } from '@chatwoot/utils';
 import nextAvailabilityTime from 'widget/mixins/nextAvailabilityTime';
 import AvailableAgents from 'widget/components/AvailableAgents.vue';
-import CustomButton from 'shared/components/Button';
 import configMixin from 'widget/mixins/configMixin';
 import availabilityMixin from 'widget/mixins/availability';
-import darkMixin from 'widget/mixins/darkModeMixin.js';
-
+import FluentIcon from 'shared/components/FluentIcon/Index.vue';
 export default {
   name: 'TeamAvailability',
   components: {
     AvailableAgents,
-    CustomButton,
+    FluentIcon,
   },
-  mixins: [configMixin, nextAvailabilityTime, availabilityMixin, darkMixin],
+  mixins: [configMixin, nextAvailabilityTime, availabilityMixin],
   props: {
     availableAgents: {
       type: Array,
@@ -58,6 +56,10 @@ export default {
       type: Boolean,
       default: false,
     },
+    unreadCount: {
+      type: Number,
+      default: 0,
+    },
   },
 
   computed: {
diff --git a/app/javascript/widget/components/layouts/ViewWithHeader.vue b/app/javascript/widget/components/layouts/ViewWithHeader.vue
index 0751fd985..d0b86a30e 100644
--- a/app/javascript/widget/components/layouts/ViewWithHeader.vue
+++ b/app/javascript/widget/components/layouts/ViewWithHeader.vue
@@ -1,23 +1,18 @@
 <template>
   <div
-    class="w-full h-full flex flex-col"
-    :class="$dm('bg-slate-50', 'dark:bg-slate-800')"
+    class="w-full h-full bg-slate-25 dark:bg-slate-800"
+    :class="{ 'overflow-auto': isOnHomeView }"
     @keydown.esc="closeWindow"
   >
-    <div
-      class="header-wrap"
-      :class="{
-        expanded: !isHeaderCollapsed,
-        collapsed: isHeaderCollapsed,
-      }"
-    >
-      <transition
-        enter-active-class="transition-all delay-200 duration-300 ease-in"
-        leave-active-class="transition-all duration-200 ease-out"
-        enter-class="opacity-0"
-        enter-to-class="opacity-100"
-        leave-class="opacity-100"
-        leave-to-class="opacity-0"
+    <div class="flex flex-col h-full relative">
+      <div
+        class="header-wrap sticky top-0 z-40 transition-all"
+        :class="{
+          expanded: !isHeaderCollapsed,
+          collapsed: isHeaderCollapsed,
+          'custom-header-shadow': isHeaderCollapsed,
+          ...opacityClass,
+        }"
       >
         <chat-header-expanded
           v-if="!isHeaderCollapsed"
@@ -32,24 +27,14 @@
           :avatar-url="channelConfig.avatarUrl"
           :show-popout-button="appConfig.showPopoutButton"
           :available-agents="availableAgents"
+          :show-back-button="showBackButton"
         />
-      </transition>
-    </div>
-    <banner />
-    <transition
-      enter-active-class="transition-all delay-300 duration-300 ease-in"
-      leave-active-class="transition-all duration-200 ease-out"
-      enter-class="opacity-0"
-      enter-to-class="opacity-100"
-      leave-class="opacity-100"
-      leave-to-class="opacity-0"
-    >
+      </div>
+      <banner />
       <router-view />
-    </transition>
-    <branding
-      class="bg-slate-25 dark:bg-slate-800"
-      :disable-branding="disableBranding"
-    />
+
+      <branding v-if="!isOnArticleViewer" :disable-branding="disableBranding" />
+    </div>
   </div>
 </template>
 <script>
@@ -58,7 +43,6 @@ import Branding from 'shared/components/Branding.vue';
 import ChatHeader from '../ChatHeader.vue';
 import ChatHeaderExpanded from '../ChatHeaderExpanded.vue';
 import configMixin from '../../mixins/configMixin';
-import darkModeMixin from 'widget/mixins/darkModeMixin';
 import { mapGetters } from 'vuex';
 import { IFrameHelper } from 'widget/helpers/utils';
 
@@ -69,34 +53,88 @@ export default {
     ChatHeader,
     ChatHeaderExpanded,
   },
-  mixins: [configMixin, darkModeMixin],
+  mixins: [configMixin],
   data() {
     return {
       showPopoutButton: false,
+      scrollPosition: 0,
+      ticking: true,
       disableBranding: window.chatwootWebChannel.disableBranding || false,
     };
   },
   computed: {
     ...mapGetters({
-      availableAgents: 'agent/availableAgents',
       appConfig: 'appConfig/getAppConfig',
+      availableAgents: 'agent/availableAgents',
+      widgetColor: 'appConfig/getWidgetColor',
     }),
+    portal() {
+      return window.chatwootWebChannel.portal;
+    },
     isHeaderCollapsed() {
       if (!this.hasIntroText) {
         return true;
       }
-      return this.$route.name !== 'home';
+      return !this.isOnHomeView;
     },
     hasIntroText() {
       return (
         this.channelConfig.welcomeTitle || this.channelConfig.welcomeTagline
       );
     },
+    showBackButton() {
+      return ['article-viewer', 'messages', 'prechat-form'].includes(
+        this.$route.name
+      );
+    },
+    isOnArticleViewer() {
+      return ['article-viewer'].includes(this.$route.name);
+    },
+    isOnHomeView() {
+      return ['home'].includes(this.$route.name);
+    },
+    opacityClass() {
+      if (this.isHeaderCollapsed) {
+        return {};
+      }
+      if (this.scrollPosition > 30) {
+        return { 'opacity-30': true };
+      }
+      if (this.scrollPosition > 25) {
+        return { 'opacity-40': true };
+      }
+      if (this.scrollPosition > 20) {
+        return { 'opacity-60': true };
+      }
+      if (this.scrollPosition > 15) {
+        return { 'opacity-80': true };
+      }
+      if (this.scrollPosition > 10) {
+        return { 'opacity-90': true };
+      }
+      return {};
+    },
+  },
+  mounted() {
+    this.$el.addEventListener('scroll', this.updateScrollPosition);
+  },
+  beforeDestroy() {
+    this.$el.removeEventListener('scroll', this.updateScrollPosition);
   },
   methods: {
     closeWindow() {
       IFrameHelper.sendMessage({ event: 'closeWindow' });
     },
+    updateScrollPosition(event) {
+      this.scrollPosition = event.target.scrollTop;
+      if (!this.ticking) {
+        window.requestAnimationFrame(() => {
+          this.ticking = false;
+        });
+
+        this.ticking = true;
+      }
+    },
   },
 };
 </script>
@@ -105,11 +143,13 @@ export default {
 @import '~widget/assets/scss/variables';
 @import '~widget/assets/scss/mixins';
 
+.custom-header-shadow {
+  @include shadow-large;
+}
+
 .header-wrap {
   flex-shrink: 0;
-  transition: max-height 300ms;
-  z-index: 99;
-  @include shadow-large;
+  transition: max-height 100ms;
 
   &.expanded {
     max-height: 16rem;
diff --git a/app/javascript/widget/i18n/index.js b/app/javascript/widget/i18n/index.js
index a76585069..8e602a4b5 100644
--- a/app/javascript/widget/i18n/index.js
+++ b/app/javascript/widget/i18n/index.js
@@ -28,6 +28,7 @@ import pt_BR from './locale/pt_BR.json';
 import ro from './locale/ro.json';
 import ru from './locale/ru.json';
 import sk from './locale/sk.json';
+import sr from './locale/sr.json';
 import sv from './locale/sv.json';
 import ta from './locale/ta.json';
 import th from './locale/th.json';
@@ -68,6 +69,7 @@ export default {
   ro,
   ru,
   sk,
+  sr,
   sv,
   ta,
   th,
diff --git a/app/javascript/widget/i18n/locale/en.json b/app/javascript/widget/i18n/locale/en.json
index e5fb85643..3a1f51ccf 100644
--- a/app/javascript/widget/i18n/locale/en.json
+++ b/app/javascript/widget/i18n/locale/en.json
@@ -34,7 +34,9 @@
   "START_CONVERSATION": "Start Conversation",
   "END_CONVERSATION": "End Conversation",
   "CONTINUE_CONVERSATION": "Continue conversation",
+  "YOU": "You",
   "START_NEW_CONVERSATION": "Start a new conversation",
+  "VIEW_UNREAD_MESSAGES": "You have unread messages",
   "UNREAD_VIEW": {
     "VIEW_MESSAGES_BUTTON": "See new messages",
     "CLOSE_MESSAGES_BUTTON": "Close",
@@ -108,6 +110,27 @@
   },
   "PORTAL": {
     "POPULAR_ARTICLES": "Popular Articles",
-    "VIEW_ALL_ARTICLES": "View all articles"
+    "VIEW_ALL_ARTICLES": "View all articles",
+    "IFRAME_LOAD_ERROR": "There was an error loading the article, please refresh the page and try again."
+  },
+  "ATTACHMENTS": {
+    "image": {
+      "CONTENT": "Picture message"
+    },
+    "audio": {
+      "CONTENT": "Audio message"
+    },
+    "video": {
+      "CONTENT": "Video message"
+    },
+    "file": {
+      "CONTENT": "File Attachment"
+    },
+    "location": {
+      "CONTENT": "Location"
+    },
+    "fallback": {
+      "CONTENT": "has shared a url"
+    }
   }
 }
diff --git a/app/javascript/widget/router.js b/app/javascript/widget/router.js
index a07d37498..28ba3cc68 100755
--- a/app/javascript/widget/router.js
+++ b/app/javascript/widget/router.js
@@ -36,6 +36,12 @@ export default new Router({
           name: 'messages',
           component: () => import('./views/Messages.vue'),
         },
+        {
+          path: '/article',
+          name: 'article-viewer',
+          props: true,
+          component: () => import('./views/ArticleViewer.vue'),
+        },
       ],
     },
   ],
diff --git a/app/javascript/widget/views/Home.vue b/app/javascript/widget/views/Home.vue
index 10109b318..f159fa182 100755
--- a/app/javascript/widget/views/Home.vue
+++ b/app/javascript/widget/views/Home.vue
@@ -1,25 +1,53 @@
 <template>
-  <div class="flex flex-1 flex-col justify-end">
-    <div class="flex flex-1 overflow-auto">
-      <!-- Load Conversation List Components Here -->
+  <div
+    class="z-50 rounded-md w-full flex flex-1 flex-col"
+    :class="{ 'pb-2': showArticles, 'justify-end': !showArticles }"
+  >
+    <div class="px-4 pt-4 w-full">
+      <team-availability
+        :available-agents="availableAgents"
+        :has-conversation="!!conversationSize"
+        :unread-count="unreadMessageCount"
+        @start-conversation="startConversation"
+      />
+    </div>
+    <div v-if="showArticles" class="px-4 py-2 w-full">
+      <div class="p-4 rounded-md bg-white dark:bg-slate-700 shadow-sm w-full">
+        <article-hero
+          v-if="
+            !articleUiFlags.isFetching &&
+              !articleUiFlags.isError &&
+              popularArticles.length
+          "
+          :articles="popularArticles"
+          @view="openArticleInArticleViewer"
+          @view-all="viewAllArticles"
+        />
+      </div>
+    </div>
+    <div v-if="articleUiFlags.isFetching" class="px-4 py-2 w-full">
+      <div class="p-4 rounded-md bg-white dark:bg-slate-700 shadow-sm w-full">
+        <article-card-skeleton-loader />
+      </div>
     </div>
-    <team-availability
-      :available-agents="availableAgents"
-      :has-conversation="!!conversationSize"
-      @start-conversation="startConversation"
-    />
   </div>
 </template>
 
 <script>
-import configMixin from '../mixins/configMixin';
 import TeamAvailability from 'widget/components/TeamAvailability';
+import ArticleHero from 'widget/components/ArticleHero';
+import ArticleCardSkeletonLoader from 'widget/components/ArticleCardSkeletonLoader';
+
 import { mapGetters } from 'vuex';
 import routerMixin from 'widget/mixins/routerMixin';
+import configMixin from 'widget/mixins/configMixin';
+
 export default {
   name: 'Home',
   components: {
+    ArticleHero,
     TeamAvailability,
+    ArticleCardSkeletonLoader,
   },
   mixins: [configMixin, routerMixin],
   props: {
@@ -32,15 +60,33 @@ export default {
       default: false,
     },
   },
-  data() {
-    return {};
-  },
   computed: {
     ...mapGetters({
       availableAgents: 'agent/availableAgents',
       activeCampaign: 'campaign/getActiveCampaign',
       conversationSize: 'conversation/getConversationSize',
+      unreadMessageCount: 'conversation/getUnreadMessageCount',
+      popularArticles: 'article/popularArticles',
+      articleUiFlags: 'article/uiFlags',
     }),
+    portal() {
+      return window.chatwootWebChannel.portal;
+    },
+    showArticles() {
+      return (
+        this.portal &&
+        !this.articleUiFlags.isFetching &&
+        this.popularArticles.length
+      );
+    },
+  },
+  mounted() {
+    if (this.portal && this.popularArticles.length === 0) {
+      this.$store.dispatch('article/fetch', {
+        slug: this.portal.slug,
+        locale: 'en',
+      });
+    }
   },
   methods: {
     startConversation() {
@@ -49,6 +95,19 @@ export default {
       }
       return this.replaceRoute('messages');
     },
+    openArticleInArticleViewer(link) {
+      this.$router.push({
+        name: 'article-viewer',
+        params: { link: `${link}?show_plain_layout=true` },
+      });
+    },
+    viewAllArticles() {
+      const {
+        portal: { slug },
+        locale = 'en',
+      } = window.chatwootWebChannel;
+      this.openArticleInArticleViewer(`/hc/${slug}/${locale}`);
+    },
   },
 };
 </script>
diff --git a/app/javascript/widget/views/Messages.vue b/app/javascript/widget/views/Messages.vue
index 785a54316..008ba862e 100644
--- a/app/javascript/widget/views/Messages.vue
+++ b/app/javascript/widget/views/Messages.vue
@@ -1,5 +1,7 @@
 <template>
-  <div class="flex flex-col flex-1 overflow-hidden">
+  <div
+    class="flex flex-col flex-1 overflow-hidden rounded-b-lg bg-slate-25 dark:bg-slate-800"
+  >
     <div class="flex flex-1 overflow-auto">
       <conversation-wrap :grouped-messages="groupedMessages" />
     </div>
@@ -10,6 +12,7 @@
 </template>
 <script>
 import { mapGetters } from 'vuex';
+
 import ChatFooter from '../components/ChatFooter.vue';
 import ConversationWrap from '../components/ConversationWrap.vue';
 
diff --git a/app/services/action_service.rb b/app/services/action_service.rb
index ecaa9ce9e..6ef2766f8 100644
--- a/app/services/action_service.rb
+++ b/app/services/action_service.rb
@@ -32,6 +32,8 @@ class ActionService
   end
 
   def assign_agent(agent_ids = [])
+    return @conversation.update!(assignee_id: nil) if agent_ids[0] == 'nil'
+
     return unless agent_belongs_to_inbox?(agent_ids)
 
     @agent = @account.users.find_by(id: agent_ids)
diff --git a/app/services/sms/incoming_message_service.rb b/app/services/sms/incoming_message_service.rb
index 7aa22b19e..1a39d799a 100644
--- a/app/services/sms/incoming_message_service.rb
+++ b/app/services/sms/incoming_message_service.rb
@@ -57,7 +57,13 @@ class Sms::IncomingMessageService
   end
 
   def set_conversation
-    @conversation = @contact_inbox.conversations.last
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations.where
+                                    .not(status: :resolved).last
+                    end
     return if @conversation
 
     @conversation = ::Conversation.create!(conversation_params)
diff --git a/app/services/twilio/incoming_message_service.rb b/app/services/twilio/incoming_message_service.rb
index 097274d44..2e77e79d0 100644
--- a/app/services/twilio/incoming_message_service.rb
+++ b/app/services/twilio/incoming_message_service.rb
@@ -47,7 +47,7 @@ class Twilio::IncomingMessageService
   end
 
   def message_body
-    params[:Body].delete("\u0000")
+    params[:Body]&.delete("\u0000")
   end
 
   def set_contact
@@ -72,7 +72,13 @@ class Twilio::IncomingMessageService
   end
 
   def set_conversation
-    @conversation = @contact_inbox.conversations.first
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations.where
+                                    .not(status: :resolved).last
+                    end
     return if @conversation
 
     @conversation = ::Conversation.create!(conversation_params)
diff --git a/app/services/whatsapp/incoming_message_base_service.rb b/app/services/whatsapp/incoming_message_base_service.rb
index 4bbc2f206..0fd758979 100644
--- a/app/services/whatsapp/incoming_message_base_service.rb
+++ b/app/services/whatsapp/incoming_message_base_service.rb
@@ -91,7 +91,13 @@ class Whatsapp::IncomingMessageBaseService
   end
 
   def set_conversation
-    @conversation = @contact_inbox.conversations.last
+    # if lock to single conversation is disabled, we will create a new conversation if previous conversation is resolved
+    @conversation = if @inbox.lock_to_single_conversation
+                      @contact_inbox.conversations.last
+                    else
+                      @contact_inbox.conversations
+                                    .where.not(status: :resolved).last
+                    end
     return if @conversation
 
     @conversation = ::Conversation.create!(conversation_params)
diff --git a/app/views/public/api/v1/models/_article.json.jbuilder b/app/views/public/api/v1/models/_article.json.jbuilder
index 1660f7914..7050f3244 100644
--- a/app/views/public/api/v1/models/_article.json.jbuilder
+++ b/app/views/public/api/v1/models/_article.json.jbuilder
@@ -38,3 +38,5 @@ json.associated_articles do
     end
   end
 end
+
+json.link "hc/#{article.portal.slug}/articles/#{article.slug}"
diff --git a/app/views/public/api/v1/portals/articles/index.json.jbuilder b/app/views/public/api/v1/portals/articles/index.json.jbuilder
index 596b3ed6b..1927d5a09 100644
--- a/app/views/public/api/v1/portals/articles/index.json.jbuilder
+++ b/app/views/public/api/v1/portals/articles/index.json.jbuilder
@@ -1,5 +1,6 @@
 json.payload do
-  json.array! @articles, partial: 'public/api/v1/models/article', formats: [:json], as: :article
+  json.array! @articles.includes([:category, :associated_articles, { author: { avatar_attachment: [:blob] } }]),
+              partial: 'public/api/v1/models/article', formats: [:json], as: :article
 end
 
 json.meta do
diff --git a/app/views/widget_tests/index.html.erb b/app/views/widget_tests/index.html.erb
index aa9415c69..fe58cc3e9 100644
--- a/app/views/widget_tests/index.html.erb
+++ b/app/views/widget_tests/index.html.erb
@@ -19,7 +19,7 @@ window.chatwootSettings = {
   locale: 'en',
   useBrowserLanguage: true,
   type: '<%= @widget_type %>',
-  showPopoutButton: true,
+  // showPopoutButton: true,
   widgetStyle: '<%= @widget_style %>',
   darkMode: '<%= @dark_mode %>',
 };
diff --git a/app/views/widgets/show.html.erb b/app/views/widgets/show.html.erb
index d5d047074..28c4ed901 100644
--- a/app/views/widgets/show.html.erb
+++ b/app/views/widgets/show.html.erb
@@ -14,6 +14,7 @@
         welcomeTagline: '<%= @web_widget.welcome_tagline %>',
         welcomeTitle: '<%= @web_widget.welcome_title %>',
         widgetColor: '<%= @web_widget.widget_color %>',
+        portal: <%= @web_widget.inbox.portal.to_json.html_safe %>,
         enabledFeatures: <%= @web_widget.selected_feature_flags.to_json.html_safe %>,
         enabledLanguages: <%= available_locales_with_name.to_json.html_safe %>,
         replyTime: '<%= @web_widget.reply_time %>',
diff --git a/config/initializers/languages.rb b/config/initializers/languages.rb
index 3f8a9f1b4..899359a4c 100644
--- a/config/initializers/languages.rb
+++ b/config/initializers/languages.rb
@@ -40,7 +40,8 @@ LANGUAGES_CONFIG = {
   35 => { name: 'latviešu valoda (lv)', iso_639_3_code: 'lav', iso_639_1_code: 'lv', enabled: true },
   36 => { name: 'íslenska (is)', iso_639_3_code: 'isl', iso_639_1_code: 'is', enabled: true },
   37 => { name: 'עִברִית (he)', iso_639_3_code: 'heb', iso_639_1_code: 'he', enabled: true },
-  38 => { name: 'lietuvių (lt)', iso_639_3_code: 'lit', iso_639_1_code: 'lt', enabled: true }
+  38 => { name: 'lietuvių (lt)', iso_639_3_code: 'lit', iso_639_1_code: 'lt', enabled: true },
+  39 => { name: 'Српски (sr)', iso_639_3_code: 'srp', iso_639_1_code: 'sr', enabled: true }
 }.filter { |_key, val| val[:enabled] }.freeze
 
 Rails.configuration.i18n.available_locales = LANGUAGES_CONFIG.map { |_index, lang| lang[:iso_639_1_code].to_sym }
diff --git a/spec/controllers/api/base_controller_spec.rb b/spec/controllers/api/base_controller_spec.rb
index f3cb98a92..c0230240e 100644
--- a/spec/controllers/api/base_controller_spec.rb
+++ b/spec/controllers/api/base_controller_spec.rb
@@ -67,6 +67,18 @@ RSpec.describe 'API Base', type: :request do
 
         expect(response).to have_http_status(:unauthorized)
       end
+
+      # this exception occured in a client instance (DoubleRender error)
+      it 'will not throw exception if user does not have access to suspended account' do
+        user_with_out_access = create(:user)
+        account.update!(status: :suspended)
+
+        post "/api/v1/accounts/#{account.id}/canned_responses",
+             headers: { api_access_token: user_with_out_access.access_token.token },
+             as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
     end
   end
 end
diff --git a/spec/controllers/api/v1/accounts/contacts_controller_spec.rb b/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
index cd5f977ca..fe5c6c170 100644
--- a/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
+++ b/spec/controllers/api/v1/accounts/contacts_controller_spec.rb
@@ -87,7 +87,7 @@ RSpec.describe 'Contacts API', type: :request do
         expect(response_body['payload'].last['email']).to eq(contact_4.email)
       end
 
-      it 'returns includes conversations count and last seen at' do
+      it 'returns last seen at' do
         create(:conversation, contact: contact, account: account, inbox: contact_inbox.inbox, contact_last_seen_at: Time.now.utc)
         get "/api/v1/accounts/#{account.id}/contacts",
             headers: admin.create_new_auth_token,
@@ -95,7 +95,6 @@ RSpec.describe 'Contacts API', type: :request do
 
         expect(response).to have_http_status(:success)
         response_body = response.parsed_body
-        expect(response_body['payload'].first['conversations_count']).to eq(contact.conversations.count)
         expect(response_body['payload'].first['last_seen_at']).present?
       end
 
diff --git a/spec/services/action_service_spec.rb b/spec/services/action_service_spec.rb
index 3efcb6555..c45c67fc1 100644
--- a/spec/services/action_service_spec.rb
+++ b/spec/services/action_service_spec.rb
@@ -1,6 +1,8 @@
 require 'rails_helper'
 
 describe ActionService do
+  let(:account) { create(:account) }
+
   describe '#resolve_conversation' do
     let(:conversation) { create(:conversation) }
     let(:action_service) { described_class.new(conversation) }
@@ -27,5 +29,17 @@ describe ActionService do
     end
   end
 
+  describe '#assign_agent' do
+    let(:agent) { create(:user, account: account, role: :agent) }
+    let(:conversation) { create(:conversation, account: account) }
+    let(:inbox_member) { create(:inbox_member, inbox: conversation.inbox, user: agent) }
+    let(:action_service) { described_class.new(conversation) }
+
+    it 'unassigns the conversation if agent id is nil' do
+      action_service.assign_agent(['nil'])
+      expect(conversation.reload.assignee).to be_nil
+    end
+  end
+
   # TODO: Expand this test suite
 end
diff --git a/spec/services/sms/incoming_message_service_spec.rb b/spec/services/sms/incoming_message_service_spec.rb
index 0269cde95..5da56ff61 100644
--- a/spec/services/sms/incoming_message_service_spec.rb
+++ b/spec/services/sms/incoming_message_service_spec.rb
@@ -37,7 +37,43 @@ describe Sms::IncomingMessageService do
         # no new conversation should be created
         expect(sms_channel.inbox.conversations.count).to eq(3)
         # message appended to the last conversation
-        expect(last_conversation.messages.last.content).to eq('test message')
+        expect(last_conversation.messages.last.content).to eq(params[:text])
+      end
+
+      it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
+        sms_channel.inbox.update(lock_to_single_conversation: true)
+        contact_inbox = create(:contact_inbox, inbox: sms_channel.inbox, source_id: params[:from])
+        last_conversation = create(:conversation, inbox: sms_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: 'resolved')
+        described_class.new(inbox: sms_channel.inbox, params: params).perform
+        # no new conversation should be created
+        expect(sms_channel.inbox.conversations.count).to eq(1)
+        expect(sms_channel.inbox.conversations.open.last.messages.last.content).to eq(params[:text])
+        expect(sms_channel.inbox.conversations.open.last.status).to eq('open')
+      end
+
+      it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
+        sms_channel.inbox.update(lock_to_single_conversation: false)
+        contact_inbox = create(:contact_inbox, inbox: sms_channel.inbox, source_id: params[:from])
+        last_conversation = create(:conversation, inbox: sms_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: 'resolved')
+        described_class.new(inbox: sms_channel.inbox, params: params).perform
+        # new conversation should be created
+        expect(sms_channel.inbox.conversations.count).to eq(2)
+        # message appended to the last conversation
+        expect(contact_inbox.conversations.last.messages.last.content).to eq(params[:text])
+      end
+
+      it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
+        sms_channel.inbox.update(lock_to_single_conversation: false)
+        contact_inbox = create(:contact_inbox, inbox: sms_channel.inbox, source_id: params[:from])
+        last_conversation = create(:conversation, inbox: sms_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
+        described_class.new(inbox: sms_channel.inbox, params: params).perform
+        # new conversation should be created
+        expect(sms_channel.inbox.conversations.count).to eq(1)
+        # message appended to the last conversation
+        expect(contact_inbox.conversations.last.messages.last.content).to eq(params[:text])
       end
 
       it 'creates attachment messages and ignores .smil files' do
diff --git a/spec/services/twilio/incoming_message_service_spec.rb b/spec/services/twilio/incoming_message_service_spec.rb
index cf9d42874..02ec8013d 100644
--- a/spec/services/twilio/incoming_message_service_spec.rb
+++ b/spec/services/twilio/incoming_message_service_spec.rb
@@ -37,7 +37,19 @@ describe Twilio::IncomingMessageService do
       expect(conversation.reload.messages.last.content).to eq('remove null bytes')
     end
 
-    it 'creates a new conversation' do
+    it 'wont throw error when the body is empty' do
+      params = {
+        SmsSid: 'SMxx',
+        From: '+12345',
+        AccountSid: 'ACxxx',
+        MessagingServiceSid: twilio_channel.messaging_service_sid
+      }
+
+      described_class.new(params: params).perform
+      expect(conversation.reload.messages.last.content).to be_nil
+    end
+
+    it 'creates a new conversation when payload is from different number' do
       params = {
         SmsSid: 'SMxx',
         From: '+123456',
@@ -50,6 +62,7 @@ describe Twilio::IncomingMessageService do
       expect(twilio_channel.inbox.conversations.count).to eq(2)
     end
 
+    # Since we support the case with phone number as well. the previous case is with accoud_sid and messaging_service_sid
     context 'with a phone number' do
       let!(:twilio_channel) do
         create(:channel_twilio_sms, :with_phone_number, account: account, account_sid: 'ACxxx',
@@ -69,7 +82,7 @@ describe Twilio::IncomingMessageService do
         expect(conversation.reload.messages.last.content).to eq('testing3')
       end
 
-      it 'creates a new conversation' do
+      it 'creates a new conversation when payload is from different number' do
         params = {
           SmsSid: 'SMxx',
           From: '+123456',
@@ -81,6 +94,55 @@ describe Twilio::IncomingMessageService do
         described_class.new(params: params).perform
         expect(twilio_channel.inbox.conversations.count).to eq(2)
       end
+
+      it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+12345',
+          AccountSid: 'ACxxx',
+          To: twilio_channel.phone_number,
+          Body: 'testing3'
+        }
+
+        twilio_channel.inbox.update(lock_to_single_conversation: true)
+        conversation.update(status: 'resolved')
+        described_class.new(params: params).perform
+        # message appended to the last conversation
+        expect(conversation.reload.messages.last.content).to eq('testing3')
+        expect(conversation.reload.status).to eq('open')
+      end
+
+      it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+12345',
+          AccountSid: 'ACxxx',
+          To: twilio_channel.phone_number,
+          Body: 'testing3'
+        }
+
+        twilio_channel.inbox.update(lock_to_single_conversation: false)
+        conversation.update(status: 'resolved')
+        described_class.new(params: params).perform
+        expect(twilio_channel.inbox.conversations.count).to eq(2)
+        expect(twilio_channel.inbox.conversations.last.messages.last.content).to eq('testing3')
+      end
+
+      it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
+        params = {
+          SmsSid: 'SMxx',
+          From: '+12345',
+          AccountSid: 'ACxxx',
+          To: twilio_channel.phone_number,
+          Body: 'testing3'
+        }
+
+        twilio_channel.inbox.update(lock_to_single_conversation: false)
+        conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
+        described_class.new(params: params).perform
+        expect(twilio_channel.inbox.conversations.count).to eq(1)
+        expect(twilio_channel.inbox.conversations.last.messages.last.content).to eq('testing3')
+      end
     end
 
     context 'with multiple channels configured' do
diff --git a/spec/services/whatsapp/incoming_message_service_spec.rb b/spec/services/whatsapp/incoming_message_service_spec.rb
index 07f503162..114faf953 100644
--- a/spec/services/whatsapp/incoming_message_service_spec.rb
+++ b/spec/services/whatsapp/incoming_message_service_spec.rb
@@ -35,6 +35,41 @@ describe Whatsapp::IncomingMessageService do
         expect(last_conversation.messages.last.content).to eq(params[:messages].first[:text][:body])
       end
 
+      it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
+        whatsapp_channel.inbox.update(lock_to_single_conversation: true)
+        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: 'resolved')
+        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
+        # no new conversation should be created
+        expect(whatsapp_channel.inbox.conversations.count).to eq(1)
+        # message appended to the last conversation
+        expect(last_conversation.messages.last.content).to eq(params[:messages].first[:text][:body])
+        expect(last_conversation.reload.status).to eq('open')
+      end
+
+      it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
+        whatsapp_channel.inbox.update(lock_to_single_conversation: false)
+        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: 'resolved')
+        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
+        # new conversation should be created
+        expect(whatsapp_channel.inbox.conversations.count).to eq(2)
+        expect(contact_inbox.conversations.last.messages.last.content).to eq(params[:messages].first[:text][:body])
+      end
+
+      it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
+        whatsapp_channel.inbox.update(lock_to_single_conversation: false)
+        contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
+        described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
+        # new conversation should be created
+        expect(whatsapp_channel.inbox.conversations.count).to eq(1)
+        expect(contact_inbox.conversations.last.messages.last.content).to eq(params[:messages].first[:text][:body])
+      end
+
       it 'will not create duplicate messages when same message is received' do
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         expect(whatsapp_channel.inbox.messages.count).to eq(1)