Merge branch 'develop' into codex/freeze-sla-miss-timers

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

@@ -80,7 +80,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
 
   def toggle_status
     # FIXME: move this logic into a service object
-    if bot_handoff?
+    if pending_to_open_by_bot?
       @conversation.bot_handoff!
     elsif params[:status].present?
       set_conversation_status
@@ -88,15 +88,19 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
     else
       @status = @conversation.toggle_status
     end
-    handle_human_open if @conversation.open? && Current.user.is_a?(User)
+    assign_conversation if should_assign_conversation?
   end
 
-  def bot_handoff?
+  def pending_to_open_by_bot?
     return false unless Current.user.is_a?(AgentBot)
 
     @conversation.status == 'pending' && params[:status] == 'open'
   end
 
+  def should_assign_conversation?
+    @conversation.status == 'open' && Current.user.is_a?(User) && Current.user&.agent?
+  end
+
   def toggle_priority
     @conversation.toggle_priority(params[:priority])
     head :ok
@@ -179,9 +183,8 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
     @conversation.snoozed_until = parse_date_time(params[:snoozed_until].to_s) if params[:snoozed_until]
   end
 
-  def handle_human_open
-    @conversation.assignee_agent_bot = nil
-    @conversation.assignee = Current.user if Current.user.agent?
+  def assign_conversation
+    @conversation.assignee = current_user
     @conversation.save!
   end
 

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

@@ -26,20 +26,13 @@ class CaptainAssistant extends ApiClient {
     });
   }
 
-  getMetrics({ assistantId, range, signal }) {
+  getStats({ assistantId, range, signal }) {
     const requestConfig = {
       params: { range, timezone_offset: getTimezoneOffset() },
     };
     if (signal) requestConfig.signal = signal;
 
-    return axios.get(`${this.url}/${assistantId}/metrics`, requestConfig);
-  }
-
-  getFaqStats({ assistantId, signal }) {
-    const requestConfig = {};
-    if (signal) requestConfig.signal = signal;
-
-    return axios.get(`${this.url}/${assistantId}/faq_stats`, requestConfig);
+    return axios.get(`${this.url}/${assistantId}/stats`, requestConfig);
   }
 
   getSummary({ assistantId, range, stats }) {

app/javascript/dashboard/components-next/Conversation/ConversationCard/SLACardLabel.vue

@@ -1,6 +1,10 @@
 <script setup>
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
-import { evaluateSLAStatus } from 'dashboard/helper/slaHelper';
+import { useI18n } from 'vue-i18n';
+import {
+  evaluateSLAStatus,
+  shouldRefreshSLAStatus,
+} from 'dashboard/helper/slaHelper';
 
 const props = defineProps({
   conversation: {
@@ -12,6 +16,7 @@ const props = defineProps({
 const REFRESH_INTERVAL = 60000;
 
 const timer = ref(null);
+const { t } = useI18n();
 const slaStatus = ref({
   threshold: null,
   isSlaMissed: false,
@@ -24,12 +29,15 @@ const slaEvents = computed(() => props.conversation?.slaEvents);
 const isSlaMissed = computed(() => slaStatus.value?.isSlaMissed);
 
 const hasSlaThreshold = computed(() => {
-  return slaStatus.value?.threshold && appliedSLA.value?.id;
+  return slaStatus.value?.type && appliedSLA.value?.id;
 });
 
 const slaStatusText = computed(() => {
   return slaStatus.value?.type?.toUpperCase();
 });
+const slaValueText = computed(
+  () => slaStatus.value?.threshold || t('CONVERSATION.HEADER.SLA_STATUS.MISSED')
+);
 
 const updateSlaStatus = () => {
   slaStatus.value = evaluateSLAStatus({
@@ -39,7 +47,24 @@ const updateSlaStatus = () => {
   });
 };
 
+const clearTimer = () => {
+  if (timer.value) {
+    clearTimeout(timer.value);
+    timer.value = null;
+  }
+};
+
 const createTimer = () => {
+  clearTimer();
+  if (
+    !shouldRefreshSLAStatus({
+      appliedSla: appliedSLA.value,
+      chat: props.conversation,
+    })
+  ) {
+    return;
+  }
+
   timer.value = setTimeout(() => {
     updateSlaStatus();
     createTimer();
@@ -52,12 +77,16 @@ onMounted(() => {
 });
 
 onUnmounted(() => {
-  if (timer.value) {
-    clearTimeout(timer.value);
-  }
+  clearTimer();
 });
 
-watch(() => props.conversation, updateSlaStatus);
+watch(
+  () => props.conversation,
+  () => {
+    updateSlaStatus();
+    createTimer();
+  }
+);
 
 // This expose is to provide context to the parent component, so that it can decided weather
 // a new row has to be added to the conversation card or not
@@ -96,7 +125,7 @@ defineExpose({
       class="text-sm truncate"
       :class="isSlaMissed ? 'text-n-ruby-11' : 'text-n-slate-11'"
     >
-      {{ `${slaStatusText}: ${slaStatus.threshold}` }}
+      {{ `${slaStatusText}: ${slaValueText}` }}
     </span>
   </div>
 </template>

app/javascript/dashboard/components-next/Conversation/Sla/SLACardLabel.vue

@@ -1,6 +1,10 @@
 <script setup>
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
-import { evaluateSLAStatus } from 'dashboard/helper/slaHelper';
+import { useI18n } from 'vue-i18n';
+import {
+  evaluateSLAStatus,
+  shouldRefreshSLAStatus,
+} from 'dashboard/helper/slaHelper';
 
 import Icon from 'dashboard/components-next/icon/Icon.vue';
 import Label from 'dashboard/components-next/label/Label.vue';
@@ -15,6 +19,7 @@ const props = defineProps({
 const REFRESH_INTERVAL = 60000;
 
 const timer = ref(null);
+const { t } = useI18n();
 const slaStatus = ref({
   threshold: null,
   isSlaMissed: false,
@@ -28,8 +33,18 @@ defineOptions({
 
 const appliedSLA = computed(() => props.chat?.applied_sla);
 const slaEvents = computed(() => props.chat?.sla_events);
-const hasSlaThreshold = computed(() => slaStatus.value?.threshold);
+const hasSlaThreshold = computed(() => slaStatus.value?.type);
 const isSlaMissed = computed(() => slaStatus.value?.isSlaMissed);
+const slaLabel = computed(() => {
+  if (slaStatus.value?.threshold) return slaStatus.value.threshold;
+
+  const status = t('CONVERSATION.HEADER.SLA_STATUS.MISSED');
+  return {
+    FRT: t('CONVERSATION.HEADER.SLA_STATUS.FRT', { status }),
+    NRT: t('CONVERSATION.HEADER.SLA_STATUS.NRT', { status }),
+    RT: t('CONVERSATION.HEADER.SLA_STATUS.RT', { status }),
+  }[slaStatus.value.type];
+});
 
 const updateSlaStatus = () => {
   slaStatus.value = evaluateSLAStatus({
@@ -39,7 +54,24 @@ const updateSlaStatus = () => {
   });
 };
 
+const clearTimer = () => {
+  if (timer.value) {
+    clearTimeout(timer.value);
+    timer.value = null;
+  }
+};
+
 const createTimer = () => {
+  clearTimer();
+  if (
+    !shouldRefreshSLAStatus({
+      appliedSla: appliedSLA.value,
+      chat: props.chat,
+    })
+  ) {
+    return;
+  }
+
   timer.value = setTimeout(() => {
     updateSlaStatus();
     createTimer();
@@ -52,12 +84,16 @@ onMounted(() => {
 });
 
 onUnmounted(() => {
-  if (timer.value) {
-    clearTimeout(timer.value);
-  }
+  clearTimer();
 });
 
-watch(() => props.chat, updateSlaStatus);
+watch(
+  () => props.chat,
+  () => {
+    updateSlaStatus();
+    createTimer();
+  }
+);
 
 defineExpose({
   hasSlaThreshold,
@@ -70,11 +106,7 @@ defineExpose({
     v-bind="$attrs"
     class="relative flex items-center cursor-pointer min-w-fit group"
   >
-    <Label
-      :label="slaStatus.threshold"
-      :color="isSlaMissed ? 'ruby' : 'amber'"
-      compact
-    >
+    <Label :label="slaLabel" :color="isSlaMissed ? 'ruby' : 'amber'" compact>
       <template #icon>
         <Icon icon="i-lucide-flame" class="flex-shrink-0 size-3.5" />
       </template>

app/javascript/dashboard/components/widgets/WootWriter/FullEditor.vue

@@ -8,8 +8,6 @@ import {
   EditorState,
   Selection,
   imageResizeView,
-  toggleMark,
-  wrapInList,
 } from '@chatwoot/prosemirror-schema';
 import {
   suggestionsPlugin,
@@ -19,6 +17,8 @@ import imagePastePlugin from '@chatwoot/prosemirror-schema/src/plugins/image';
 import embedPreviewPlugin from '@chatwoot/prosemirror-schema/src/plugins/embedPreview';
 import trailingParagraphPlugin from '@chatwoot/prosemirror-schema/src/plugins/trailingParagraph';
 import { embeds as markdownEmbeds } from 'dashboard/helper/markdownEmbeds';
+import { toggleMark } from 'prosemirror-commands';
+import { wrapInList } from 'prosemirror-schema-list';
 import { toggleBlockType } from '@chatwoot/prosemirror-schema/src/menu/common';
 import { checkFileSizeLimit } from 'shared/helpers/FileHelper';
 import { isEscape } from 'shared/helpers/KeyboardHelpers';

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

@@ -1,7 +1,10 @@
 <script setup>
 import { ref, computed, onMounted, onUnmounted, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
-import { evaluateSLAStatus } from 'dashboard/helper/slaHelper';
+import {
+  evaluateSLAStatus,
+  shouldRefreshSLAStatus,
+} from 'dashboard/helper/slaHelper';
 import SLAPopoverCard from './SLAPopoverCard.vue';
 
 const props = defineProps({
@@ -32,7 +35,7 @@ const slaStatus = ref({
 
 const appliedSLA = computed(() => props.chat?.applied_sla);
 const slaEvents = computed(() => props.chat?.sla_events);
-const hasSlaThreshold = computed(() => slaStatus.value?.threshold);
+const hasSlaThreshold = computed(() => slaStatus.value?.type);
 const isSlaMissed = computed(() => slaStatus.value?.isSlaMissed);
 const slaTextStyles = computed(() =>
   isSlaMissed.value ? 'text-n-ruby-11' : 'text-n-amber-11'
@@ -40,12 +43,24 @@ const slaTextStyles = computed(() =>
 
 const slaStatusText = computed(() => {
   const upperCaseType = slaStatus.value?.type?.toUpperCase(); // FRT, NRT, or RT
-  const statusKey = isSlaMissed.value ? 'MISSED' : 'DUE';
+  const status = isSlaMissed.value
+    ? t('CONVERSATION.HEADER.SLA_STATUS.MISSED')
+    : t('CONVERSATION.HEADER.SLA_STATUS.DUE');
 
-  return t(`CONVERSATION.HEADER.SLA_STATUS.${upperCaseType}`, {
-    status: t(`CONVERSATION.HEADER.SLA_STATUS.${statusKey}`),
-  });
+  return {
+    FRT: t('CONVERSATION.HEADER.SLA_STATUS.FRT', { status }),
+    NRT: t('CONVERSATION.HEADER.SLA_STATUS.NRT', { status }),
+    RT: t('CONVERSATION.HEADER.SLA_STATUS.RT', { status }),
+  }[upperCaseType];
 });
+const showFullStatusText = computed(
+  () => props.showExtendedInfo && props.parentWidth > 650
+);
+const slaValueText = computed(
+  () =>
+    slaStatus.value?.threshold ||
+    (showFullStatusText.value ? '' : slaStatusText.value)
+);
 
 const showSlaPopoverCard = computed(
   () => props.showExtendedInfo && slaEvents.value?.length > 0
@@ -65,7 +80,24 @@ const updateSlaStatus = () => {
   });
 };
 
+const clearTimer = () => {
+  if (timer.value) {
+    clearTimeout(timer.value);
+    timer.value = null;
+  }
+};
+
 const createTimer = () => {
+  clearTimer();
+  if (
+    !shouldRefreshSLAStatus({
+      appliedSla: appliedSLA.value,
+      chat: props.chat,
+    })
+  ) {
+    return;
+  }
+
   timer.value = setTimeout(() => {
     updateSlaStatus();
     createTimer();
@@ -76,6 +108,7 @@ watch(
   () => props.chat,
   () => {
     updateSlaStatus();
+    createTimer();
   }
 );
 
@@ -91,9 +124,7 @@ onMounted(() => {
 });
 
 onUnmounted(() => {
-  if (timer.value) {
-    clearTimeout(timer.value);
-  }
+  clearTimer();
 });
 </script>
 
@@ -118,7 +149,7 @@ onUnmounted(() => {
           :class="slaTextStyles"
         />
         <span
-          v-if="showExtendedInfo && parentWidth > 650"
+          v-if="showFullStatusText"
           class="text-xs font-medium"
           :class="slaTextStyles"
         >
@@ -126,10 +157,11 @@ onUnmounted(() => {
         </span>
       </div>
       <span
+        v-if="slaValueText"
         class="text-xs font-medium"
         :class="[slaTextStyles, showExtendedInfo && 'ltr:pl-1.5 rtl:pr-1.5']"
       >
-        {{ slaStatus.threshold }}
+        {{ slaValueText }}
       </span>
     </div>
     <SLAPopoverCard

app/javascript/dashboard/helper/editorHelper.js

@@ -1,6 +1,4 @@
 import {
-  InputRule,
-  inputRules,
   MessageMarkdownSerializer,
   MessageMarkdownTransformer,
   messageSchema,
@@ -11,6 +9,7 @@ import * as Sentry from '@sentry/vue';
 import camelcaseKeys from 'camelcase-keys';
 import { FORMATTING, MARKDOWN_PATTERNS } from 'dashboard/constants/editor';
 import { INBOX_TYPES, TWILIO_CHANNEL_MEDIUM } from 'dashboard/helper/inbox';
+import { InputRule, inputRules } from 'prosemirror-inputrules';
 
 /**
  * Extract text from markdown, and remove all images, code blocks, links, headers, bold, italic, lists etc.

app/javascript/dashboard/helper/slaHelper.js

@@ -47,6 +47,22 @@ const toUnixTimestamp = value => {
     : Math.floor(parsedTimestamp / 1000);
 };
 
+const isSLACompleted = (sla, conversation) => {
+  const terminalStatuses = ['hit', 'missed'];
+
+  return Boolean(
+    sla.slaCompletedAt ||
+      terminalStatuses.includes(sla.slaStatus) ||
+      conversation.status === 'resolved'
+  );
+};
+
+export const shouldRefreshSLAStatus = ({ appliedSla, chat }) => {
+  if (!appliedSla || !chat) return false;
+
+  return !isSLACompleted(useCamelCase(appliedSla), useCamelCase(chat));
+};
+
 /**
  * Evaluates SLA status using backend-computed due times
  * @param {Object} params - Parameters object
@@ -66,6 +82,9 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
   const conversation = useCamelCase(chat);
   const events = useCamelCase(slaEvents || []);
   const currentTime = Math.floor(Date.now() / 1000);
+  const completionTime = toUnixTimestamp(sla.slaCompletedAt);
+  const isCompleted = isSLACompleted(sla, conversation);
+  const evaluationTime = completionTime || (isCompleted ? null : currentTime);
   const slaStatuses = [];
 
   const dueAtByType = {
@@ -84,47 +103,51 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
 
     slaStatuses.push({
       type,
-      threshold: missedAt - currentTime,
+      threshold: evaluationTime ? missedAt - evaluationTime : null,
       icon: 'flame',
       isSlaMissed: true,
     });
   });
 
-  const firstReplyCreatedAt = toUnixTimestamp(conversation.firstReplyCreatedAt);
-  const shouldCheckFirstResponse =
-    !firstReplyCreatedAt || firstReplyCreatedAt > sla.slaFrtDueAt;
+  if (!isCompleted) {
+    const firstReplyCreatedAt = toUnixTimestamp(
+      conversation.firstReplyCreatedAt
+    );
+    const shouldCheckFirstResponse =
+      !firstReplyCreatedAt || firstReplyCreatedAt > sla.slaFrtDueAt;
 
-  // Check FRT - until first reply is made on time
-  if (sla.slaFrtDueAt && shouldCheckFirstResponse) {
-    const threshold = sla.slaFrtDueAt - currentTime;
-    slaStatuses.push({
-      type: 'FRT',
-      threshold,
-      icon: threshold <= 0 ? 'flame' : 'alarm',
-      isSlaMissed: threshold <= 0,
-    });
-  }
+    // Check FRT - until first reply is made on time
+    if (sla.slaFrtDueAt && shouldCheckFirstResponse) {
+      const threshold = sla.slaFrtDueAt - currentTime;
+      slaStatuses.push({
+        type: 'FRT',
+        threshold,
+        icon: threshold <= 0 ? 'flame' : 'alarm',
+        isSlaMissed: threshold <= 0,
+      });
+    }
 
-  // Check NRT - only if first reply made and waiting for response
-  if (sla.slaNrtDueAt && firstReplyCreatedAt && conversation.waitingSince) {
-    const threshold = sla.slaNrtDueAt - currentTime;
-    slaStatuses.push({
-      type: 'NRT',
-      threshold,
-      icon: threshold <= 0 ? 'flame' : 'alarm',
-      isSlaMissed: threshold <= 0,
-    });
-  }
+    // Check NRT - only if first reply made and waiting for response
+    if (sla.slaNrtDueAt && firstReplyCreatedAt && conversation.waitingSince) {
+      const threshold = sla.slaNrtDueAt - currentTime;
+      slaStatuses.push({
+        type: 'NRT',
+        threshold,
+        icon: threshold <= 0 ? 'flame' : 'alarm',
+        isSlaMissed: threshold <= 0,
+      });
+    }
 
-  // Check RT - only if conversation is unresolved
-  if (sla.slaRtDueAt && conversation.status !== 'resolved') {
-    const threshold = sla.slaRtDueAt - currentTime;
-    slaStatuses.push({
-      type: 'RT',
-      threshold,
-      icon: threshold <= 0 ? 'flame' : 'alarm',
-      isSlaMissed: threshold <= 0,
-    });
+    // Check RT - only if conversation is unresolved
+    if (sla.slaRtDueAt) {
+      const threshold = sla.slaRtDueAt - currentTime;
+      slaStatuses.push({
+        type: 'RT',
+        threshold,
+        icon: threshold <= 0 ? 'flame' : 'alarm',
+        isSlaMissed: threshold <= 0,
+      });
+    }
   }
 
   if (slaStatuses.length === 0) {
@@ -137,13 +160,19 @@ export const evaluateSLAStatus = ({ appliedSla, chat, slaEvents = [] }) => {
       return a.isSlaMissed ? -1 : 1;
     }
 
+    if (a.threshold === null || b.threshold === null) {
+      if (a.threshold === b.threshold) return 0;
+      return a.threshold === null ? -1 : 1;
+    }
+
     return Math.abs(a.threshold) - Math.abs(b.threshold);
   });
   const mostUrgent = slaStatuses[0];
 
   return {
     type: mostUrgent.type,
-    threshold: formatSLATime(mostUrgent.threshold),
+    threshold:
+      mostUrgent.threshold === null ? '' : formatSLATime(mostUrgent.threshold),
     icon: mostUrgent.icon,
     isSlaMissed: mostUrgent.isSlaMissed,
   };

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

@@ -1,4 +1,4 @@
-import { evaluateSLAStatus } from '../slaHelper';
+import { evaluateSLAStatus, shouldRefreshSLAStatus } from '../slaHelper';
 
 describe('#SLA Helpers', () => {
   const currentTimestamp = 1700000000; // Fixed timestamp for testing
@@ -378,6 +378,109 @@ describe('#SLA Helpers', () => {
       });
     });
 
+    describe('completed SLA misses', () => {
+      it('freezes a recorded FRT miss at the SLA completion time', () => {
+        const appliedSla = {
+          sla_status: 'missed',
+          sla_completed_at: currentTimestamp - 3600,
+          sla_frt_due_at: currentTimestamp - 7200,
+        };
+        const chat = { status: 'resolved' };
+        const slaEvents = [
+          { event_type: 'frt', created_at: currentTimestamp - 7000 },
+        ];
+
+        const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
+
+        expect(result).toMatchObject({
+          type: 'FRT',
+          threshold: '1h',
+          isSlaMissed: true,
+        });
+      });
+
+      it('freezes a recorded NRT miss at the SLA completion time', () => {
+        const appliedSla = {
+          sla_status: 'missed',
+          sla_completed_at: currentTimestamp - 3600,
+        };
+        const chat = { status: 'resolved' };
+        const slaEvents = [
+          { event_type: 'nrt', created_at: currentTimestamp - 5400 },
+        ];
+
+        const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
+
+        expect(result).toMatchObject({
+          type: 'NRT',
+          threshold: '30m',
+          isSlaMissed: true,
+        });
+      });
+
+      it('freezes a recorded RT miss at the SLA completion time', () => {
+        const appliedSla = {
+          sla_status: 'missed',
+          sla_completed_at: currentTimestamp - 3600,
+          sla_rt_due_at: currentTimestamp - 7200,
+        };
+        const chat = { status: 'resolved' };
+        const slaEvents = [
+          { event_type: 'rt', created_at: currentTimestamp - 7000 },
+        ];
+
+        const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
+
+        expect(result).toMatchObject({
+          type: 'RT',
+          threshold: '1h',
+          isSlaMissed: true,
+        });
+      });
+
+      it('returns a static miss for a legacy completed SLA without a timestamp', () => {
+        const appliedSla = {
+          sla_status: 'missed',
+          sla_rt_due_at: currentTimestamp - 7200,
+        };
+        const chat = { status: 'resolved' };
+        const slaEvents = [
+          { event_type: 'rt', created_at: currentTimestamp - 7000 },
+        ];
+
+        const result = evaluateSLAStatus({ appliedSla, chat, slaEvents });
+
+        expect(result).toMatchObject({
+          type: 'RT',
+          threshold: '',
+          isSlaMissed: true,
+        });
+      });
+    });
+
+    describe('refresh scheduling', () => {
+      it('refreshes only active unresolved SLAs', () => {
+        expect(
+          shouldRefreshSLAStatus({
+            appliedSla: { sla_status: 'active' },
+            chat: { status: 'open' },
+          })
+        ).toBe(true);
+        expect(
+          shouldRefreshSLAStatus({
+            appliedSla: { sla_status: 'active' },
+            chat: { status: 'resolved' },
+          })
+        ).toBe(false);
+        expect(
+          shouldRefreshSLAStatus({
+            appliedSla: { sla_status: 'missed' },
+            chat: { status: 'open' },
+          })
+        ).toBe(false);
+      });
+    });
+
     describe('time formatting', () => {
       it('formats time in days and hours', () => {
         const appliedSla = { sla_rt_due_at: currentTimestamp + 90000 }; // 25 hours

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

@@ -26,28 +26,25 @@ const canDrilldown = computed(() => checkPermissions(['administrator']));
 const selectedRange = ref('this_month');
 
 const assistantId = computed(() => route.params.assistantId);
-const metricStats = ref(null);
-const faqStats = ref(null);
-const isFetchingMetrics = ref(false);
+const stats = ref(null);
+const isFetching = ref(false);
 
 // Increments on every fetch so a response (or retry) from a superseded
 // range/assistant can't clobber the latest request's state.
-let metricsFetchToken = 0;
-let faqStatsFetchToken = 0;
-let metricsAbortController = null;
-let faqStatsAbortController = null;
+let fetchToken = 0;
+let abortController = null;
 
-const fetchMetrics = async () => {
-  metricsFetchToken += 1;
-  const token = metricsFetchToken;
-  metricsAbortController?.abort();
-  metricsAbortController = new AbortController();
-  const { signal } = metricsAbortController;
-  metricStats.value = null;
-  isFetchingMetrics.value = true;
+const fetchStats = async () => {
+  fetchToken += 1;
+  const token = fetchToken;
+  abortController?.abort();
+  abortController = new AbortController();
+  const { signal } = abortController;
+  stats.value = null;
+  isFetching.value = true;
 
-  const requestMetrics = () =>
-    CaptainAssistant.getMetrics({
+  const requestStats = () =>
+    CaptainAssistant.getStats({
       assistantId: assistantId.value,
       range: selectedRange.value,
       signal,
@@ -55,54 +52,25 @@ const fetchMetrics = async () => {
 
   let data = null;
   try {
-    ({ data } = await requestMetrics());
+    ({ data } = await requestStats());
   } catch {
     // One silent retry before giving up, unless the request was aborted.
     try {
-      if (token === metricsFetchToken && !signal.aborted)
-        ({ data } = await requestMetrics());
+      if (token === fetchToken && !signal.aborted)
+        ({ data } = await requestStats());
     } catch {
       data = null;
     }
   }
 
-  if (token !== metricsFetchToken || signal.aborted) return;
-  metricStats.value = data;
-  isFetchingMetrics.value = false;
+  if (token !== fetchToken || signal.aborted) return;
+  stats.value = data;
+  isFetching.value = false;
 };
 
-const fetchFaqStats = async () => {
-  faqStatsFetchToken += 1;
-  const token = faqStatsFetchToken;
-  faqStatsAbortController?.abort();
-  faqStatsAbortController = new AbortController();
-  const { signal } = faqStatsAbortController;
-  faqStats.value = null;
+onUnmounted(() => abortController?.abort());
 
-  try {
-    const { data } = await CaptainAssistant.getFaqStats({
-      assistantId: assistantId.value,
-      signal,
-    });
-    if (token === faqStatsFetchToken && !signal.aborted) faqStats.value = data;
-  } catch {
-    if (token === faqStatsFetchToken && !signal.aborted) faqStats.value = null;
-  }
-};
-
-const summaryStats = computed(() => {
-  if (!metricStats.value || !faqStats.value) return null;
-
-  return { ...metricStats.value, knowledge: faqStats.value };
-});
-
-onUnmounted(() => {
-  metricsAbortController?.abort();
-  faqStatsAbortController?.abort();
-});
-
-watch([selectedRange, assistantId], fetchMetrics, { immediate: true });
-watch(assistantId, fetchFaqStats, { immediate: true });
+watch([selectedRange, assistantId], fetchStats, { immediate: true });
 
 // `direction` says whether a rising trend is good ('up'), bad ('down'), or
 // neutral, so we can colour the delta independently of its sign.
@@ -122,7 +90,7 @@ const formatDuration = hours =>
   hours >= 100 ? `${Math.round(hours / 24)}d` : `${hours}h`;
 
 const metricFor = (statKey, formatValue, direction, trendKind = 'percent') => {
-  const data = metricStats.value?.[statKey];
+  const data = stats.value?.[statKey];
   if (!data) return { value: '—', trend: '', trendGood: null };
 
   const sign = data.trend > 0 ? '+' : '';
@@ -216,9 +184,9 @@ const closeDrilldown = () => {
       <div class="flex flex-col gap-6 pb-8">
         <InboxBanner />
 
-        <CoverageBanner :knowledge="faqStats ?? undefined" />
+        <CoverageBanner :knowledge="stats?.knowledge" />
 
-        <WelcomeCard :range="selectedRange" :stats="summaryStats" />
+        <WelcomeCard :range="selectedRange" :stats="stats" />
 
         <div
           class="grid grid-cols-1 gap-px overflow-hidden border rounded-xl sm:grid-cols-2 lg:grid-cols-3 bg-n-weak border-n-weak"
@@ -231,15 +199,13 @@ const closeDrilldown = () => {
             :trend="metric.trend"
             :hint="metric.hint"
             :trend-good="metric.trendGood"
-            :loading="isFetchingMetrics"
-            :clickable="
-              canDrilldown && Boolean(metric.metric) && !isFetchingMetrics
-            "
+            :loading="isFetching"
+            :clickable="canDrilldown && Boolean(metric.metric) && !isFetching"
             @click="openDrilldown(metric)"
           />
         </div>
 
-        <KnowledgeCard :knowledge="faqStats ?? undefined" />
+        <KnowledgeCard :knowledge="stats?.knowledge" />
 
         <QuickLinks />
       </div>

app/models/conversation.rb

@@ -173,7 +173,6 @@ class Conversation < ApplicationRecord
 
   def bot_handoff!
     update(waiting_since: Time.current) if waiting_since.blank?
-    self.assignee_agent_bot = nil
     open!
     dispatcher_dispatch(CONVERSATION_BOT_HANDOFF)
   end
@@ -292,19 +291,13 @@ class Conversation < ApplicationRecord
 
     return handle_campaign_status if campaign.present?
 
-    set_active_bot_conversation if inbox.active_bot?
+    # TODO: make this an inbox config instead of assuming bot conversations should start as pending
+    self.status = :pending if inbox.active_bot?
   end
 
   def handle_campaign_status
-    set_active_bot_conversation if campaign.sender_id.nil? && inbox.active_bot?
-  end
-
-  def set_active_bot_conversation
-    # TODO: make this an inbox config instead of assuming bot conversations should start as pending
-    self.status = :pending
-    return unless inbox.agent_bot_inbox&.active? && assignee_id.blank?
-
-    self.assignee_agent_bot = inbox.agent_bot
+    # If campaign has no sender (bot-initiated) and inbox has active bot, let bot handle it
+    self.status = :pending if campaign.sender_id.nil? && inbox.active_bot?
   end
 
   def notify_conversation_creation

config/routes.rb

@@ -66,8 +66,7 @@ Rails.application.routes.draw do
             resources :assistants do
               member do
                 post :playground
-                get :metrics
-                get :faq_stats
+                get :stats
                 get :summary
                 get :drilldown
               end

db/migrate/20260715000000_add_completed_at_to_applied_slas.rb

@@ -0,0 +1,5 @@
+class AddCompletedAtToAppliedSlas < ActiveRecord::Migration[7.1]
+  def change
+    add_column :applied_slas, :completed_at, :datetime
+  end
+end

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_07_13_184351) do
+ActiveRecord::Schema[7.1].define(version: 2026_07_15_000000) do
   # These extensions should be enabled to support this database
   enable_extension "pg_stat_statements"
   enable_extension "pg_trgm"
@@ -178,6 +178,7 @@ ActiveRecord::Schema[7.1].define(version: 2026_07_13_184351) do
     t.datetime "created_at", null: false
     t.datetime "updated_at", null: false
     t.integer "sla_status", default: 0
+    t.datetime "completed_at"
     t.index ["account_id", "sla_policy_id", "conversation_id"], name: "index_applied_slas_on_account_sla_policy_conversation", unique: true
     t.index ["account_id"], name: "index_applied_slas_on_account_id"
     t.index ["conversation_id"], name: "index_applied_slas_on_conversation_id"

enterprise/app/builders/captain/assistant_stats_builder.rb

@@ -37,23 +37,6 @@ class Captain::AssistantStatsBuilder
     build_metrics(current, previous)
   end
 
-  # Approved/pending FAQ counts and the document total in a single round trip.
-  def faq_stats
-    approved, pending, documents = Captain::AssistantResponse.by_assistant(assistant.id).reorder(nil).pick(
-      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['approved']})"),
-      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['pending']})"),
-      Arel.sql("(SELECT COUNT(*) FROM captain_documents WHERE assistant_id = #{assistant.id.to_i})")
-    )
-    total = approved + pending
-
-    {
-      approved: approved,
-      pending: pending,
-      documents: documents,
-      coverage: total.zero? ? 0 : (approved.to_f / total * 100).round
-    }
-  end
-
   private
 
   attr_reader :window
@@ -73,7 +56,8 @@ class Captain::AssistantStatsBuilder
       handoff_rate: pack(current[:handoff], previous[:handoff], :point),
       hours_saved: pack(current[:hours_saved], previous[:hours_saved], :percent),
       reopen_rate: pack(current[:reopen], previous[:reopen], :point),
-      conversation_depth: pack(current[:depth], previous[:depth], :absolute)
+      conversation_depth: pack(current[:depth], previous[:depth], :absolute),
+      knowledge: knowledge
     }
   end
 
@@ -89,7 +73,7 @@ class Captain::AssistantStatsBuilder
       auto_resolution: rate(resolution[:resolved], handled),
       handoff: rate(resolution[:handoff], handled),
       hours_saved: (public_count * SECONDS_SAVED_PER_REPLY / 3600.0).round,
-      reopen: reopen_rate(range, resolution[:resolved]),
+      reopen: reopen_rate(range),
       depth: depth_conversations.zero? ? 0 : (public_count.to_f / depth_conversations).round(1)
     }
   end
@@ -174,9 +158,7 @@ class Captain::AssistantStatsBuilder
   # derived from the assistant's handled conversations (not current inbox membership) so a later
   # inbox reassignment doesn't drop historical resolves, and covers both the evaluated (inference)
   # and time-based (bot) resolve paths so the denominator matches auto_resolution_rate.
-  def reopen_rate(range, resolved_count)
-    return 0 if resolved_count.zero?
-
+  def reopen_rate(range)
     resolved_scope = account.reporting_events
                             .where(name: RESOLVED_EVENT_NAMES, created_at: range,
                                    conversation_id: handled_scope(range).select(:conversation_id))
@@ -196,7 +178,24 @@ class Captain::AssistantStatsBuilder
                              'ON resolves.conversation_id = reporting_events.conversation_id ' \
                              'AND reporting_events.event_end_time >= resolves.event_end_time')
                       .distinct.count('reporting_events.conversation_id')
-    rate(reopened, resolved_count)
+    rate(reopened, resolved_scope.distinct.count(:conversation_id))
+  end
+
+  # Approved/pending FAQ counts and the document total in a single round trip.
+  def knowledge
+    approved, pending, documents = Captain::AssistantResponse.by_assistant(assistant.id).reorder(nil).pick(
+      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['approved']})"),
+      Arel.sql("COUNT(*) FILTER (WHERE status = #{Captain::AssistantResponse.statuses['pending']})"),
+      Arel.sql("(SELECT COUNT(*) FROM captain_documents WHERE assistant_id = #{assistant.id.to_i})")
+    )
+    total = approved + pending
+
+    {
+      approved: approved,
+      pending: pending,
+      documents: documents,
+      coverage: total.zero? ? 0 : (approved.to_f / total * 100).round
+    }
   end
 
   def rate(numerator, denominator)

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

@@ -1,7 +1,7 @@
 class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::BaseController
   before_action -> { check_authorization(Captain::Assistant) }
 
-  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :metrics, :faq_stats, :summary, :drilldown]
+  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :stats, :summary, :drilldown]
 
   def index
     @assistants = account_assistants.ordered
@@ -42,14 +42,10 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
     @tools = assistant.available_agent_tools
   end
 
-  def metrics
+  def stats
     render json: Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]).metrics
   end
 
-  def faq_stats
-    render json: Captain::AssistantStatsBuilder.new(@assistant).faq_stats
-  end
-
   def summary
     window = Captain::AssistantStatsWindow.new(params[:range], params[:timezone_offset])
     result = cached_or_generated_summary(window, summary_stats)

enterprise/app/models/applied_sla.rb

@@ -4,6 +4,7 @@
 #
 #  id              :bigint           not null, primary key
 #  sla_status      :integer          default("active")
+#  completed_at    :datetime
 #  created_at      :datetime         not null
 #  updated_at      :datetime         not null
 #  account_id      :bigint           not null
@@ -53,6 +54,7 @@ class AppliedSla < ApplicationRecord
       sla_status: sla_status,
       created_at: created_at.to_i,
       updated_at: updated_at.to_i,
+      sla_completed_at: completed_at&.to_i,
       sla_description: sla_policy.description,
       sla_name: sla_policy.name,
       sla_first_response_time_threshold: sla_policy.first_response_time_threshold,

enterprise/app/models/enterprise/conversation.rb

@@ -33,6 +33,18 @@ module Enterprise::Conversation
 
   private
 
+  def handle_resolved_status_change
+    super
+    update_applied_sla_completion
+  end
+
+  def update_applied_sla_completion
+    return unless saved_change_to_status?
+    return if applied_sla.blank? || applied_sla.hit? || applied_sla.missed?
+
+    applied_sla.update!(completed_at: resolved? ? Time.current : nil)
+  end
+
   def dispatch_captain_inference_event(event_name)
     dispatcher_dispatch(event_name)
   end

enterprise/app/policies/captain/assistant_policy.rb

@@ -7,11 +7,7 @@ class Captain::AssistantPolicy < ApplicationPolicy
     true
   end
 
-  def metrics?
-    true
-  end
-
-  def faq_stats?
+  def stats?
     true
   end
 

enterprise/app/services/sla/backfill_applied_sla_completed_at_service.rb

@@ -0,0 +1,106 @@
+class Sla::BackfillAppliedSlaCompletedAtService
+  DEFAULT_BATCH_SIZE = 500
+
+  def initialize(**options)
+    options.assert_valid_keys(:account_id, :all_accounts, :apply, :batch_size, :after_id, :output)
+
+    @account_id = options[:account_id]
+    @all_accounts = options.fetch(:all_accounts, false)
+    @apply = options.fetch(:apply, false)
+    @batch_size = options.fetch(:batch_size, DEFAULT_BATCH_SIZE)
+    @after_id = options.fetch(:after_id, 0)
+    @output = options.fetch(:output, $stdout)
+  end
+
+  def perform
+    validate_options!
+
+    scope = candidate_scope
+    eligible_count = scope.count
+    counters = { processed: 0, matched: 0, updated: 0, skipped: 0, last_id: @after_id }
+
+    print_preflight(eligible_count)
+
+    scope.find_in_batches(batch_size: @batch_size, start: @after_id + 1) { |batch| process_batch(batch, counters) }
+
+    result = counters.merge(eligible: eligible_count, dry_run: !@apply)
+    @output.puts "Completed: #{result.inspect}"
+    result
+  end
+
+  private
+
+  def process_batch(batch, counters)
+    resolution_times = resolution_times_for(batch)
+    updated_count = @apply ? bulk_update(resolution_times) : 0
+
+    counters[:processed] += batch.size
+    counters[:matched] += resolution_times.size
+    counters[:updated] += updated_count
+    counters[:skipped] += batch.size - resolution_times.size
+    counters[:last_id] = batch.last.id
+
+    @output.puts "Processed through applied_sla_id=#{counters[:last_id]} " \
+                 "(matched=#{counters[:matched]}, updated=#{counters[:updated]}, skipped=#{counters[:skipped]})"
+  end
+
+  def validate_options!
+    account_scope = @account_id.present?
+    raise ArgumentError, 'Provide exactly one of ACCOUNT_ID or ALL_ACCOUNTS=true' if account_scope == @all_accounts
+    raise ArgumentError, 'BATCH_SIZE must be greater than zero' unless @batch_size.positive?
+    raise ArgumentError, 'AFTER_ID must be zero or greater' if @after_id.negative?
+
+    Account.find(@account_id) if account_scope
+  end
+
+  def candidate_scope
+    scope = AppliedSla.where(sla_status: :missed, completed_at: nil).where('applied_slas.id > ?', @after_id)
+    scope = scope.where(account_id: @account_id) if @account_id.present?
+    scope
+  end
+
+  def resolution_times_for(batch)
+    events_by_conversation = ReportingEvent
+                             .where(
+                               account_id: batch.map(&:account_id).uniq,
+                               conversation_id: batch.map(&:conversation_id),
+                               name: 'conversation_resolved'
+                             )
+                             .where.not(event_end_time: nil)
+                             .order(:conversation_id, event_end_time: :desc)
+                             .group_by(&:conversation_id)
+
+    batch.each_with_object({}) do |applied_sla, resolution_times|
+      event = events_by_conversation.fetch(applied_sla.conversation_id, []).find do |reporting_event|
+        reporting_event.event_end_time.between?(applied_sla.created_at, applied_sla.updated_at)
+      end
+      resolution_times[applied_sla.id] = event.event_end_time if event
+    end
+  end
+
+  def bulk_update(resolution_times)
+    return 0 if resolution_times.empty?
+
+    connection = AppliedSla.connection
+    values = resolution_times.map do |id, completed_at|
+      "(#{connection.quote(id)}, #{connection.quote(completed_at)}::timestamp)"
+    end.join(', ')
+
+    statement = <<~SQL.squish
+      UPDATE #{connection.quote_table_name(AppliedSla.table_name)} AS applied_slas
+      SET completed_at = backfill.completed_at
+      FROM (VALUES #{values}) AS backfill(id, completed_at)
+      WHERE applied_slas.id = backfill.id
+        AND applied_slas.completed_at IS NULL
+    SQL
+
+    connection.exec_update(statement, 'Backfill applied SLA completed_at')
+  end
+
+  def print_preflight(eligible_count)
+    scope = @account_id.present? ? "account_id=#{@account_id}" : 'all accounts'
+    mode = @apply ? 'APPLY' : 'DRY RUN'
+    @output.puts "Applied SLA completed_at backfill: mode=#{mode}, scope=#{scope}, batch_size=#{@batch_size}, after_id=#{@after_id}"
+    @output.puts "Eligible missed applied SLAs: #{eligible_count}"
+  end
+end

enterprise/app/views/api/v1/models/_applied_sla.json.jbuilder

@@ -3,6 +3,7 @@ json.sla_id resource.sla_policy_id
 json.sla_status resource.sla_status
 json.created_at resource.created_at.to_i
 json.updated_at resource.updated_at.to_i
+json.sla_completed_at resource.completed_at&.to_i
 json.sla_description resource.sla_policy.description
 json.sla_name resource.sla_policy.name
 json.sla_first_response_time_threshold resource.sla_policy.first_response_time_threshold

package.json

@@ -34,7 +34,7 @@
     "@amplitude/analytics-browser": "^2.11.10",
     "@breezystack/lamejs": "^1.2.7",
     "@chatwoot/ninja-keys": "1.2.3",
-    "@chatwoot/prosemirror-schema": "1.3.23",
+    "@chatwoot/prosemirror-schema": "1.3.22",
     "@chatwoot/utils": "^0.0.56",
     "@formkit/core": "^1.7.2",
     "@formkit/vue": "^1.7.2",
@@ -86,6 +86,9 @@
     "mitt": "^3.0.1",
     "opus-recorder": "^8.0.5",
     "pinia": "^3.0.4",
+    "prosemirror-commands": "^1.7.1",
+    "prosemirror-inputrules": "^1.4.0",
+    "prosemirror-schema-list": "^1.5.1",
     "qrcode": "^1.5.4",
     "semver": "7.6.3",
     "snakecase-keys": "^8.0.1",

pnpm-lock.yaml

@@ -25,8 +25,8 @@ importers:
         specifier: 1.2.3
         version: 1.2.3
       '@chatwoot/prosemirror-schema':
-        specifier: 1.3.23
-        version: 1.3.23
+        specifier: 1.3.22
+        version: 1.3.22
       '@chatwoot/utils':
         specifier: ^0.0.56
         version: 0.0.56
@@ -180,6 +180,15 @@ importers:
       pinia:
         specifier: ^3.0.4
         version: 3.0.4(typescript@5.6.2)(vue@3.5.12(typescript@5.6.2))
+      prosemirror-commands:
+        specifier: ^1.7.1
+        version: 1.7.1
+      prosemirror-inputrules:
+        specifier: ^1.4.0
+        version: 1.4.0
+      prosemirror-schema-list:
+        specifier: ^1.5.1
+        version: 1.5.1
       qrcode:
         specifier: ^1.5.4
         version: 1.5.4
@@ -452,8 +461,8 @@ packages:
   '@chatwoot/ninja-keys@1.2.3':
     resolution: {integrity: sha512-xM8d9P5ikDMZm2WbaCTk/TW5HFauylrU3cJ75fq5je6ixKwyhl/0kZbVN/vbbZN4+AUX/OaSIn6IJbtCgIF67g==}
 
-  '@chatwoot/prosemirror-schema@1.3.23':
-    resolution: {integrity: sha512-jGxbWELCdlVI64BJiE1wT84ekJHYDXXKiluQIKT3aKPEjPwMR48umKF3A0yHjKoR7IIxCC9oM77TvXOA0ebLtw==}
+  '@chatwoot/prosemirror-schema@1.3.22':
+    resolution: {integrity: sha512-0r+PT8xhQLCKCpoV9k9XVTTRECs/0Nr37wbcLsRS7yvc7WkF9FY05z2hGCRJReWmTOcmmshHtb042LVP+MyB/w==}
 
   '@chatwoot/utils@0.0.56':
     resolution: {integrity: sha512-A6dmPLfTSrW4qYNY73btyi4PqpfzcXRSaucscZTQdzNqF6G/QUdgnBmHtho8HeiYby/kSHXaSxLJj+0dx3yEQQ==}
@@ -3992,6 +4001,9 @@ packages:
   prosemirror-tables@1.5.0:
     resolution: {integrity: sha512-VMx4zlYWm7aBlZ5xtfJHpqa3Xgu3b7srV54fXYnXgsAcIGRqKSrhiK3f89omzzgaAgAtDOV4ImXnLKhVfheVNQ==}
 
+  prosemirror-transform@1.10.0:
+    resolution: {integrity: sha512-9UOgFSgN6Gj2ekQH5CTDJ8Rp/fnKR2IkYfGdzzp5zQMFsS4zDllLVx/+jGcX86YlACpG7UR5fwAXiWzxqWtBTg==}
+
   prosemirror-transform@1.12.0:
     resolution: {integrity: sha512-GxboyN4AMIsoHNtz5uf2r2Ru551i5hWeCMD6E2Ib4Eogqoub0NflniaBPVQ4MrGE5yZ8JV9tUHg9qcZTTrcN4w==}
 
@@ -5124,7 +5136,7 @@ snapshots:
       hotkeys-js: 3.8.7
       lit: 2.2.6
 
-  '@chatwoot/prosemirror-schema@1.3.23':
+  '@chatwoot/prosemirror-schema@1.3.22':
     dependencies:
       markdown-it-sup: 2.0.0
       prosemirror-commands: 1.7.1
@@ -9023,7 +9035,7 @@ snapshots:
     dependencies:
       prosemirror-model: 1.22.3
       prosemirror-state: 1.4.3
-      prosemirror-transform: 1.12.0
+      prosemirror-transform: 1.10.0
 
   prosemirror-state@1.4.3:
     dependencies:
@@ -9039,6 +9051,10 @@ snapshots:
       prosemirror-transform: 1.12.0
       prosemirror-view: 1.34.1
 
+  prosemirror-transform@1.10.0:
+    dependencies:
+      prosemirror-model: 1.22.3
+
   prosemirror-transform@1.12.0:
     dependencies:
       prosemirror-model: 1.22.3

script/backfill_applied_sla_completed_at.rb

@@ -0,0 +1,30 @@
+# Backfill applied_slas.completed_at from conversation resolution reporting events.
+#
+# Account-scoped dry run:
+#   ACCOUNT_ID=168154 bundle exec rails runner script/backfill_applied_sla_completed_at.rb
+#
+# Account-scoped apply:
+#   ACCOUNT_ID=168154 APPLY=true bundle exec rails runner script/backfill_applied_sla_completed_at.rb
+#
+# Explicit global apply with resume controls:
+#   ALL_ACCOUNTS=true APPLY=true BATCH_SIZE=500 AFTER_ID=0 \
+#     bundle exec rails runner script/backfill_applied_sla_completed_at.rb
+
+begin
+  account_id = Integer(ENV.fetch('ACCOUNT_ID'), 10) if ENV['ACCOUNT_ID'].present?
+  all_accounts = ENV['ALL_ACCOUNTS'] == 'true'
+  apply = ENV['APPLY'] == 'true'
+  batch_size = Integer(ENV.fetch('BATCH_SIZE', Sla::BackfillAppliedSlaCompletedAtService::DEFAULT_BATCH_SIZE.to_s), 10)
+  after_id = Integer(ENV.fetch('AFTER_ID', '0'), 10)
+
+  Sla::BackfillAppliedSlaCompletedAtService.new(
+    account_id: account_id,
+    all_accounts: all_accounts,
+    apply: apply,
+    batch_size: batch_size,
+    after_id: after_id
+  ).perform
+rescue ArgumentError, ActiveRecord::RecordNotFound => e
+  warn "Backfill aborted: #{e.message}"
+  exit 1
+end

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

@@ -565,17 +565,15 @@ RSpec.describe 'Conversations API', type: :request do
         expect(conversation.reload.assignee_id).to eq(agent.id)
       end
 
-      it 'does not self assign and clears the agent bot owner if admin changes the conversation status to open' do
-        conversation.update!(status: 'pending', assignee: nil, assignee_agent_bot: agent_bot)
-
+      it 'disbale self assign if admin changes the conversation status to open' do
+        conversation.update!(status: 'pending')
+        conversation.update!(assignee_id: nil)
         post "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}/toggle_status",
              headers: administrator.create_new_auth_token,
              as: :json
-
         expect(response).to have_http_status(:success)
         expect(conversation.reload.status).to eq('open')
         expect(conversation.reload.assignee_id).not_to eq(administrator.id)
-        expect(conversation.reload.assignee_agent_bot).to be_nil
       end
 
       it 'toggles the conversation status to specific status when parameter is passed' do

spec/enterprise/builders/captain/assistant_stats_builder_spec.rb

@@ -27,7 +27,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
 
       expect(metrics.keys).to contain_exactly(
         :conversations_handled, :auto_resolution_rate, :handoff_rate,
-        :hours_saved, :reopen_rate, :conversation_depth
+        :hours_saved, :reopen_rate, :conversation_depth, :knowledge
       )
       expect(metrics[:conversations_handled]).to include(:current, :previous, :trend)
     end
@@ -229,7 +229,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
     end
   end
 
-  describe '#faq_stats' do
+  describe '#metrics knowledge' do
     before do
       create_list(:captain_assistant_response, 3, assistant: assistant, account: account, status: :approved)
       create(:captain_assistant_response, assistant: assistant, account: account, status: :pending)
@@ -237,7 +237,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
     end
 
     it 'returns approved, pending, document counts and coverage' do
-      knowledge = described_class.new(assistant).faq_stats
+      knowledge = described_class.new(assistant, '30').metrics[:knowledge]
 
       expect(knowledge).to eq(approved: 3, pending: 1, documents: 2, coverage: 75)
     end
@@ -245,7 +245,7 @@ RSpec.describe Captain::AssistantStatsBuilder do
     it 'reports zero coverage when there are no responses' do
       Captain::AssistantResponse.where(assistant: assistant).delete_all
 
-      knowledge = described_class.new(assistant).faq_stats
+      knowledge = described_class.new(assistant, '30').metrics[:knowledge]
 
       expect(knowledge[:coverage]).to eq(0)
     end

spec/enterprise/controllers/api/v1/accounts/conversations_controller_spec.rb

@@ -8,13 +8,14 @@ RSpec.describe 'Conversations API', type: :request do
     it 'returns SLA data for the conversation if the feature is enabled' do
       account.enable_features!('sla')
       conversation = create(:conversation, account: account)
-      applied_sla = create(:applied_sla, conversation: conversation)
+      applied_sla = create(:applied_sla, conversation: conversation, completed_at: 1.hour.ago)
       sla_event = create(:sla_event, conversation: conversation, applied_sla: applied_sla)
 
       get "/api/v1/accounts/#{account.id}/conversations/#{conversation.display_id}", headers: administrator.create_new_auth_token
 
       expect(response).to have_http_status(:ok)
       expect(response.parsed_body['applied_sla']['id']).to eq(applied_sla.id)
+      expect(response.parsed_body['applied_sla']['sla_completed_at']).to eq(applied_sla.completed_at.to_i)
       expect(response.parsed_body['sla_events'].first['id']).to eq(sla_event.id)
     end
 

spec/enterprise/models/applied_sla_spec.rb

@@ -17,6 +17,7 @@ RSpec.describe AppliedSla, type: :model do
           sla_status: applied_sla.sla_status,
           created_at: applied_sla.created_at.to_i,
           updated_at: applied_sla.updated_at.to_i,
+          sla_completed_at: nil,
           sla_description: applied_sla.sla_policy.description,
           sla_name: applied_sla.sla_policy.name,
           sla_first_response_time_threshold: applied_sla.sla_policy.first_response_time_threshold,

spec/enterprise/models/conversation_spec.rb

@@ -41,6 +41,37 @@ RSpec.describe Conversation, type: :model do
     # end
   end
 
+  describe 'SLA completion' do
+    let(:applied_sla) { create(:applied_sla) }
+    let(:conversation) { applied_sla.conversation }
+
+    it 'records the completion time when the conversation is resolved' do
+      completion_time = Time.zone.parse('2026-07-15 10:00:00')
+
+      travel_to(completion_time) { conversation.update!(status: :resolved) }
+
+      expect(applied_sla.reload.completed_at).to eq(completion_time)
+    end
+
+    it 'clears the completion time when a nonterminal SLA is reopened' do
+      conversation.update!(status: :resolved)
+
+      conversation.update!(status: :open)
+
+      expect(applied_sla.reload.completed_at).to be_nil
+    end
+
+    it 'preserves the completion time when a terminal SLA is reopened' do
+      conversation.update!(status: :resolved)
+      completed_at = applied_sla.reload.completed_at
+      applied_sla.update!(sla_status: :missed)
+
+      conversation.update!(status: :open)
+
+      expect(applied_sla.reload.completed_at).to eq(completed_at)
+    end
+  end
+
   describe 'sla_policy' do
     let(:account) { create(:account) }
     let(:conversation) { create(:conversation, account: account) }

spec/enterprise/policies/captain/assistant_policy_spec.rb

@@ -12,7 +12,7 @@ RSpec.describe Captain::AssistantPolicy, type: :policy do
   let(:administrator_context) { { user: administrator, account: account, account_user: account.account_users.first } }
   let(:agent_context) { { user: agent, account: account, account_user: account.account_users.first } }
 
-  permissions :index?, :show?, :playground?, :metrics?, :faq_stats? do
+  permissions :index?, :show?, :playground? do
     context 'when administrator' do
       it { expect(assistant_policy).to permit(administrator_context, assistant) }
     end

spec/enterprise/services/sla/backfill_applied_sla_completed_at_service_spec.rb

@@ -0,0 +1,117 @@
+require 'rails_helper'
+
+RSpec.describe Sla::BackfillAppliedSlaCompletedAtService do
+  let(:output) { StringIO.new }
+  let(:account) { create(:account) }
+  let(:conversation) { create(:conversation, account: account) }
+  let(:applied_sla) do
+    create(
+      :applied_sla,
+      account: account,
+      conversation: conversation,
+      sla_status: :missed,
+      created_at: 3.days.ago,
+      updated_at: 1.day.ago
+    )
+  end
+  let!(:resolution_event) do
+    create(
+      :reporting_event,
+      account: account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      name: 'conversation_resolved',
+      event_start_time: applied_sla.created_at,
+      event_end_time: 2.days.ago
+    )
+  end
+
+  it 'defaults to a dry run' do
+    result = described_class.new(account_id: account.id, output: output).perform
+
+    expect(result).to include(dry_run: true, eligible: 1, matched: 1, updated: 0, skipped: 0)
+    expect(applied_sla.reload.completed_at).to be_nil
+  end
+
+  it 'backfills the latest reliable resolution without changing updated_at' do
+    latest_resolution = create(
+      :reporting_event,
+      account: account,
+      inbox: conversation.inbox,
+      conversation: conversation,
+      name: 'conversation_resolved',
+      event_start_time: applied_sla.created_at,
+      event_end_time: 36.hours.ago
+    )
+    original_updated_at = applied_sla.updated_at
+
+    result = described_class.new(account_id: account.id, apply: true, output: output).perform
+
+    expect(result).to include(dry_run: false, eligible: 1, matched: 1, updated: 1, skipped: 0)
+    expect(applied_sla.reload.completed_at).to eq(latest_resolution.reload.event_end_time)
+    expect(applied_sla.updated_at).to eq(original_updated_at)
+  end
+
+  it 'skips records without a reliable resolution event' do
+    resolution_event.destroy!
+
+    result = described_class.new(account_id: account.id, apply: true, output: output).perform
+
+    expect(result).to include(eligible: 1, matched: 0, updated: 0, skipped: 1)
+    expect(applied_sla.reload.completed_at).to be_nil
+  end
+
+  it 'is idempotent' do
+    service = described_class.new(account_id: account.id, apply: true, output: output)
+
+    service.perform
+    result = service.perform
+
+    expect(result).to include(eligible: 0, matched: 0, updated: 0, skipped: 0)
+    expect(applied_sla.reload.completed_at).to eq(resolution_event.reload.event_end_time)
+  end
+
+  it 'requires exactly one account scope' do
+    expect { described_class.new(output: output).perform }
+      .to raise_error(ArgumentError, 'Provide exactly one of ACCOUNT_ID or ALL_ACCOUNTS=true')
+    expect { described_class.new(account_id: account.id, all_accounts: true, output: output).perform }
+      .to raise_error(ArgumentError, 'Provide exactly one of ACCOUNT_ID or ALL_ACCOUNTS=true')
+  end
+
+  it 'limits account runs and requires explicit global scope for other accounts' do
+    other_account = create(:account)
+    other_conversation = create(:conversation, account: other_account)
+    other_applied_sla = create(
+      :applied_sla,
+      account: other_account,
+      conversation: other_conversation,
+      sla_status: :missed,
+      created_at: 3.days.ago,
+      updated_at: 1.day.ago
+    )
+    other_resolution_event = create(
+      :reporting_event,
+      account: other_account,
+      inbox: other_conversation.inbox,
+      conversation: other_conversation,
+      name: 'conversation_resolved',
+      event_start_time: other_applied_sla.created_at,
+      event_end_time: 2.days.ago
+    )
+
+    described_class.new(account_id: account.id, apply: true, output: output).perform
+
+    expect(applied_sla.reload.completed_at).to eq(resolution_event.reload.event_end_time)
+    expect(other_applied_sla.reload.completed_at).to be_nil
+
+    described_class.new(all_accounts: true, apply: true, output: output).perform
+
+    expect(other_applied_sla.reload.completed_at).to eq(other_resolution_event.reload.event_end_time)
+  end
+
+  it 'resumes after the supplied applied SLA id' do
+    result = described_class.new(account_id: account.id, after_id: applied_sla.id, output: output).perform
+
+    expect(result).to include(eligible: 0, processed: 0, last_id: applied_sla.id)
+  end
+end

spec/models/conversation_spec.rb

@@ -408,14 +408,6 @@ RSpec.describe Conversation do
       expect(conversation.reload.status).to eq('open')
     end
 
-    it 'clears agent bot ownership' do
-      conversation.update!(assignee_agent_bot: create(:agent_bot, account: conversation.account))
-
-      conversation.bot_handoff!
-
-      expect(conversation.reload.assignee_agent_bot).to be_nil
-    end
-
     it 'dispatches CONVERSATION_BOT_HANDOFF event' do
       expect(Rails.configuration.dispatcher).to receive(:dispatch)
         .with(described_class::CONVERSATION_BOT_HANDOFF, anything, hash_including(conversation: conversation))
@@ -727,19 +719,6 @@ RSpec.describe Conversation do
       expect(conversation.status).to eq('pending')
     end
 
-    it 'sets connected agent bot as the conversation owner' do
-      expect(conversation.assignee_agent_bot).to eq(bot_inbox.agent_bot)
-      expect(conversation.assignee).to be_nil
-    end
-
-    it 'preserves explicit human assignee' do
-      agent = create(:user, account: bot_inbox.inbox.account)
-      conversation = create(:conversation, inbox: bot_inbox.inbox, assignee: agent)
-
-      expect(conversation.assignee).to eq(agent)
-      expect(conversation.assignee_agent_bot).to be_nil
-    end
-
     context 'with campaigns' do
       let(:user) { create(:user, account: bot_inbox.inbox.account) }
 
@@ -747,14 +726,12 @@ RSpec.describe Conversation do
         campaign = create(:campaign, inbox: bot_inbox.inbox, account: bot_inbox.inbox.account, sender: user)
         conversation = create(:conversation, inbox: bot_inbox.inbox, campaign: campaign)
         expect(conversation.status).to eq('open')
-        expect(conversation.assignee_agent_bot).to be_nil
       end
 
       it 'returns conversation as pending if campaign has no sender (bot-initiated) and bot is active' do
         campaign = create(:campaign, inbox: bot_inbox.inbox, account: bot_inbox.inbox.account, sender: nil)
         conversation = create(:conversation, inbox: bot_inbox.inbox, campaign: campaign)
         expect(conversation.status).to eq('pending')
-        expect(conversation.assignee_agent_bot).to eq(bot_inbox.agent_bot)
       end
     end
 
@@ -785,10 +762,6 @@ RSpec.describe Conversation do
     it 'returns conversation status as pending' do
       expect(conversation.status).to eq('pending')
     end
-
-    it 'does not set agent bot ownership' do
-      expect(conversation.assignee_agent_bot).to be_nil
-    end
   end
 
   describe '#delete conversation' do