Merge branch 'develop' into codex/whatsapp-manual-connect-v2-guided

app/builders/agent_builder.rb

@@ -2,14 +2,6 @@
 # It initializes with necessary attributes and provides a perform method
 # to create a user and account user in a transaction.
 class AgentBuilder
-  LIMIT_EXCEEDED_MESSAGE = 'Account limit exceeded. Please purchase more licenses'.freeze
-
-  class LimitExceededError < StandardError
-    def initialize
-      super(AgentBuilder::LIMIT_EXCEEDED_MESSAGE)
-    end
-  end
-
   # Initializes an AgentBuilder with necessary attributes.
   # @param email [String] the email of the user.
   # @param name [String] the name of the user.
@@ -22,23 +14,15 @@ class AgentBuilder
   # Creates a user and account user in a transaction.
   # @return [User] the created user.
   def perform
-    account.with_lock do
-      raise LimitExceededError unless can_add_agent?
-
-      ActiveRecord::Base.transaction do
-        @user = find_or_create_user
-        create_account_user
-      end
+    ActiveRecord::Base.transaction do
+      @user = find_or_create_user
+      create_account_user
     end
     @user
   end
 
   private
 
-  def can_add_agent?
-    account.usage_limits[:agents] > account.account_users.count
-  end
-
   # Finds a user by email or creates a new one with a temporary password.
   # @return [User] the found or created user.
   def find_or_create_user

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

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

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

@@ -1,6 +1,8 @@
 class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
   before_action :fetch_agent, except: [:create, :index, :bulk_create]
   before_action :check_authorization
+  before_action :validate_limit, only: [:create]
+  before_action :validate_limit_for_bulk_create, only: [:bulk_create]
 
   def index
     @agents = agents
@@ -18,8 +20,6 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
     )
 
     @agent = builder.perform
-  rescue AgentBuilder::LimitExceededError => e
-    render_payment_required(e.message)
   end
 
   def update
@@ -36,13 +36,25 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
   def bulk_create
     emails = params[:emails]
 
-    bulk_create_agents(emails)
+    emails.each do |email|
+      builder = AgentBuilder.new(
+        email: email,
+        name: email.split('@').first,
+        inviter: current_user,
+        account: Current.account
+      )
+      begin
+        builder.perform
+      rescue ActiveRecord::RecordInvalid => e
+        Rails.logger.info "[Agent#bulk_create] ignoring email #{email}, errors: #{e.record.errors}"
+      end
+    end
+
     # This endpoint is used to bulk create agents during onboarding
     # onboarding_step key in present in Current account custom attributes, since this is a one time operation
-    clear_onboarding_step
+    Current.account.custom_attributes.delete('onboarding_step')
+    Current.account.save!
     head :ok
-  rescue AgentBuilder::LimitExceededError => e
-    render_payment_required(e.message)
   end
 
   private
@@ -75,33 +87,22 @@ class Api::V1::Accounts::AgentsController < Api::V1::Accounts::BaseController
     @agents ||= Current.account.users.order_by_full_name.includes(:account_users, { avatar_attachment: [:blob] })
   end
 
-  def bulk_create_agents(emails)
-    Current.account.with_lock do
-      raise AgentBuilder::LimitExceededError if emails.count > available_agent_count
+  def validate_limit_for_bulk_create
+    limit_available = params[:emails].count <= available_agent_count
 
-      emails.each { |email| create_agent_from_email(email) }
-    end
+    render_payment_required('Account limit exceeded. Please purchase more licenses') unless limit_available
   end
 
-  def create_agent_from_email(email)
-    builder = AgentBuilder.new(
-      email: email,
-      name: email.split('@').first,
-      inviter: current_user,
-      account: Current.account
-    )
-    builder.perform
-  rescue ActiveRecord::RecordInvalid => e
-    Rails.logger.info "[Agent#bulk_create] ignoring email #{email}, errors: #{e.record.errors}"
-  end
-
-  def clear_onboarding_step
-    Current.account.custom_attributes.delete('onboarding_step')
-    Current.account.save!
+  def validate_limit
+    render_payment_required('Account limit exceeded. Please purchase more licenses') unless can_add_agent?
   end
 
   def available_agent_count
-    Current.account.usage_limits[:agents] - Current.account.account_users.count
+    Current.account.usage_limits[:agents] - agents.count
+  end
+
+  def can_add_agent?
+    available_agent_count.positive?
   end
 
   def delete_user_record(agent)

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

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

app/controllers/api/v1/accounts/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/controllers/api/v1/accounts/integrations/base_controller.rb

@@ -1,9 +0,0 @@
-class Api::V1::Accounts::Integrations::BaseController < Api::V1::Accounts::BaseController
-  private
-
-  # Managing an integration hook (create/update/destroy) is admin-only, enforced via HookPolicy.
-  # Subclasses opt in per action with `before_action :check_authorization, only: [...]`.
-  def check_authorization
-    authorize(:hook)
-  end
-end

app/controllers/api/v1/accounts/integrations/hooks_controller.rb

@@ -1,4 +1,4 @@
-class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::Integrations::BaseController
+class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::BaseController
   before_action :fetch_hook, except: [:create]
   before_action :check_authorization
 
@@ -35,6 +35,10 @@ class Api::V1::Accounts::Integrations::HooksController < Api::V1::Accounts::Inte
     @hook = Current.account.hooks.find(params[:id])
   end
 
+  def check_authorization
+    authorize(:hook)
+  end
+
   def permitted_params
     params.require(:hook).permit(:app_id, :inbox_id, :status, settings: {})
   end

app/controllers/api/v1/accounts/integrations/linear_controller.rb

@@ -1,7 +1,6 @@
-class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::Integrations::BaseController
+class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::BaseController
   before_action :fetch_conversation, only: [:create_issue, :link_issue, :unlink_issue, :linked_issues]
   before_action :fetch_hook, only: [:destroy]
-  before_action :check_authorization, only: [:destroy]
 
   def destroy
     revoke_linear_token

app/controllers/api/v1/accounts/integrations/notion_controller.rb

@@ -1,6 +1,5 @@
-class Api::V1::Accounts::Integrations::NotionController < Api::V1::Accounts::Integrations::BaseController
+class Api::V1::Accounts::Integrations::NotionController < Api::V1::Accounts::BaseController
   before_action :fetch_hook, only: [:destroy]
-  before_action :check_authorization, only: [:destroy]
 
   def destroy
     @hook.destroy!

app/controllers/api/v1/accounts/integrations/shopify_controller.rb

@@ -1,8 +1,7 @@
-class Api::V1::Accounts::Integrations::ShopifyController < Api::V1::Accounts::Integrations::BaseController
+class Api::V1::Accounts::Integrations::ShopifyController < Api::V1::Accounts::BaseController
   include Shopify::IntegrationHelper
   before_action :setup_shopify_context, only: [:orders]
   before_action :fetch_hook, except: [:auth]
-  before_action :check_authorization, only: [:destroy]
   before_action :validate_contact, only: [:orders]
 
   def auth

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

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

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

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

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

@@ -0,0 +1,77 @@
+class Api::V1::Accounts::Whatsapp::ManualSetupController < Api::V1::Accounts::BaseController
+  before_action :authorize_create, only: [:preview, :connect]
+  before_action :fetch_inbox, only: [:webhook_status, :setup_webhook]
+
+  def preview
+    render json: validation_service.perform
+  rescue StandardError => e
+    render_setup_error(e)
+  end
+
+  def connect
+    setup = Whatsapp::ManualSetupService.new(account: Current.account, **connect_params.to_h.symbolize_keys).perform
+    render json: connection_response(setup), status: :created
+  rescue CustomExceptions::Inbox::LimitExceeded => e
+    render_error_response(e)
+  rescue StandardError => e
+    render_setup_error(e)
+  end
+
+  def webhook_status
+    render json: Whatsapp::ManualWebhookStatusService.new(@inbox.channel).perform
+  rescue StandardError => e
+    render_setup_error(e)
+  end
+
+  def setup_webhook
+    channel = @inbox.channel
+    Whatsapp::WebhookSetupService.new(channel).register_callback
+    render json: Whatsapp::ManualWebhookStatusService.new(channel.reload).perform
+  rescue StandardError => e
+    render_setup_error(e)
+  end
+
+  private
+
+  def authorize_create
+    authorize ::Inbox, :create?
+  end
+
+  def fetch_inbox
+    @inbox = Current.account.inboxes.find(params[:inbox_id])
+    authorize @inbox, :update?
+    channel = @inbox.channel
+    return if channel.is_a?(Channel::Whatsapp) && channel.provider_config['source'] == 'manual_setup_v2'
+
+    raise ActiveRecord::RecordNotFound
+  end
+
+  def validation_service
+    Whatsapp::ManualSetupValidationService.new(**connection_params.to_h.symbolize_keys)
+  end
+
+  def connection_params
+    params.permit(:waba_id, :phone_number_id, :access_token)
+  end
+
+  def connect_params
+    params.permit(:waba_id, :phone_number_id, :access_token, :inbox_name)
+  end
+
+  def connection_response(setup)
+    channel = setup.channel.reload
+    {
+      id: channel.inbox.id,
+      name: channel.inbox.name,
+      number_access: true,
+      template_access: true,
+      webhook_setup: setup.webhook_setup?,
+      webhook_error: setup.webhook_error
+    }
+  end
+
+  def render_setup_error(error)
+    Rails.logger.error "[WHATSAPP MANUAL SETUP] account_id=#{Current.account.id} error=#{error.class}: #{error.message}"
+    render json: { message: error.message }, status: :unprocessable_entity
+  end
+end

app/controllers/webhooks/whatsapp_controller.rb

@@ -47,10 +47,18 @@ class Webhooks::WhatsappController < ActionController::API
     metadata = params.dig(:entry, 0, :changes, 0, :value, :metadata)
     return if metadata.blank?
 
-    Whatsapp::WebhookChannelFinderService.new(
-      display_phone_number: metadata[:display_phone_number],
-      phone_number_id: metadata[:phone_number_id]
-    ).perform
+    phone_number = normalized_phone_number(metadata[:display_phone_number])
+    phone_number_id = metadata[:phone_number_id]
+    channel = Channel::Whatsapp.find_by(phone_number: phone_number)
+
+    return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
+  end
+
+  def normalized_phone_number(phone_number)
+    return if phone_number.blank?
+
+    phone_number = phone_number.to_s
+    phone_number.start_with?('+') ? phone_number : "+#{phone_number}"
   end
 
   def inactive_whatsapp_number?

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

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

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

@@ -26,25 +26,15 @@ class CaptainAssistant extends ApiClient {
     });
   }
 
-  getMetrics({ assistantId, range, signal }) {
-    const requestConfig = {
+  getStats({ assistantId, range }) {
+    return axios.get(`${this.url}/${assistantId}/stats`, {
       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);
-  }
-
-  getSummary({ assistantId, range, stats }) {
+  getSummary({ assistantId, range }) {
     return axios.get(`${this.url}/${assistantId}/summary`, {
-      params: { range, timezone_offset: getTimezoneOffset(), stats },
+      params: { range, timezone_offset: getTimezoneOffset() },
     });
   }
 

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

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

app/javascript/dashboard/api/channel/whatsappChannel.js

@@ -16,6 +16,26 @@ class WhatsappChannel extends ApiClient {
       inbox_id: inboxId,
     });
   }
+
+  previewManualSetup(params) {
+    return axios.post(`${this.baseUrl()}/whatsapp/manual/preview`, params);
+  }
+
+  connectManualSetup(params) {
+    return axios.post(`${this.baseUrl()}/whatsapp/manual/connect`, params);
+  }
+
+  getManualWebhookStatus(inboxId) {
+    return axios.get(
+      `${this.baseUrl()}/whatsapp/manual/${inboxId}/webhook_status`
+    );
+  }
+
+  setupManualWebhook(inboxId) {
+    return axios.post(
+      `${this.baseUrl()}/whatsapp/manual/${inboxId}/setup_webhook`
+    );
+  }
 }
 
 export default new WhatsappChannel();

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

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

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

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

app/javascript/dashboard/components-next/NewConversation/ComposeConversation.vue

@@ -234,7 +234,6 @@ onMounted(() => resetContacts());
     ref="popoverRef"
     :align="align"
     :show-content-border="false"
-    :close-on-scroll="false"
     @show="onPopoverShow"
     @hide="onPopoverHide"
   >

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

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

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

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

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

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

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

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

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

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

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

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

app/javascript/dashboard/components-next/popover/Popover.vue

@@ -1,11 +1,7 @@
 <script setup>
 import { ref, computed, watch, nextTick } from 'vue';
 import { vOnClickOutside } from '@vueuse/components';
-import {
-  useBreakpoints,
-  breakpointsTailwind,
-  useEventListener,
-} from '@vueuse/core';
+import { useBreakpoints, breakpointsTailwind } from '@vueuse/core';
 import { useDropdownPosition } from 'dashboard/composables/useDropdownPosition';
 import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import TeleportWithDirection from 'dashboard/components-next/TeleportWithDirection.vue';
@@ -20,10 +16,6 @@ const props = defineProps({
     type: Boolean,
     default: false,
   },
-  closeOnScroll: {
-    type: Boolean,
-    default: true,
-  },
   showContentBorder: {
     type: Boolean,
     default: true,
@@ -49,12 +41,8 @@ const { fixedPosition, updatePosition } = useDropdownPosition(
   { align: props.align }
 );
 
-const SCROLL_CLOSE_THRESHOLD = 24;
-const triggerTopAtOpen = ref(0);
-
 const show = async () => {
   isActive.value = true;
-  triggerTopAtOpen.value = triggerRef.value?.getBoundingClientRect().top ?? 0;
   if (!isMobile.value) {
     await nextTick();
     updatePosition();
@@ -68,22 +56,6 @@ const hide = () => {
   emit('hide');
 };
 
-// The teleported popover tracks its trigger while ancestors scroll; allow
-// small drift (trackpad inertia), but close once the trigger moves further.
-useEventListener(
-  window,
-  'scroll',
-  event => {
-    if (!props.closeOnScroll || !showPopover.value) return;
-    if (popoverRef.value?.contains(event.target)) return;
-    const top = triggerRef.value?.getBoundingClientRect().top ?? 0;
-    if (Math.abs(top - triggerTopAtOpen.value) > SCROLL_CLOSE_THRESHOLD) {
-      hide();
-    }
-  },
-  { capture: true, passive: true }
-);
-
 const toggle = async () => {
   if (isActive.value) hide();
   else await show();

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

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

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/ConversationCallButton.vue

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

app/javascript/dashboard/composables/spec/useAgentsList.spec.js

@@ -1,9 +1,9 @@
-import { useMapGetter } from 'dashboard/composables/store';
-import * as agentHelper from 'dashboard/helper/agentHelper';
-import { beforeEach, describe, expect, it, vi } from 'vitest';
 import { ref } from 'vue';
+import { describe, it, expect, vi, beforeEach } from 'vitest';
 import { useAgentsList } from '../useAgentsList';
+import { useMapGetter } from 'dashboard/composables/store';
 import { allAgentsData, formattedAgentsData } from './fixtures/agentFixtures';
+import * as agentHelper from 'dashboard/helper/agentHelper';
 
 // Mock vue-i18n
 vi.mock('vue-i18n', () => ({
@@ -94,32 +94,6 @@ describe('useAgentsList', () => {
     expect(agentsList.value.length).toBe(formattedAgentsData.slice(1).length);
   });
 
-  it('keeps nameless agent bots and applies a fallback label', () => {
-    const namelessBot = {
-      id: 91,
-      name: null,
-      assignee_type: 'AgentBot',
-      availability_status: 'offline',
-    };
-    mockUseMapGetter({
-      'inboxAssignableAgents/getAssignableAgents': ref(() => [
-        ...allAgentsData,
-        namelessBot,
-      ]),
-    });
-
-    const { agentsList } = useAgentsList();
-    // access the computed to trigger evaluation
-    expect(agentsList.value).toBeDefined();
-
-    const passedAgents =
-      agentHelper.getAgentsByUpdatedPresence.mock.calls[0][0];
-    expect(passedAgents).toContainEqual({
-      ...namelessBot,
-      name: '-',
-    });
-  });
-
   it('handles empty assignable agents', () => {
     mockUseMapGetter({
       'inboxAssignableAgents/getAssignableAgents': ref(() => []),

app/javascript/dashboard/composables/useAgentsList.js

@@ -1,10 +1,10 @@
+import { computed } from 'vue';
 import { useMapGetter } from 'dashboard/composables/store';
+import { useI18n } from 'vue-i18n';
 import {
   getAgentsByUpdatedPresence,
   getSortedAgentsByAvailability,
 } from 'dashboard/helper/agentHelper';
-import { computed } from 'vue';
-import { useI18n } from 'vue-i18n';
 
 /**
  * A composable function that provides a list of agents for assignment.
@@ -53,11 +53,7 @@ export function useAgentsList(
    * @type {import('vue').ComputedRef<Array>}
    */
   const agentsList = computed(() => {
-    const agents = (assignableAgents.value || []).map(agent =>
-      !agent.name && agent.assignee_type === 'AgentBot'
-        ? { ...agent, name: '-' }
-        : agent
-    );
+    const agents = assignableAgents.value || [];
     const agentsByUpdatedPresence = getAgentsByUpdatedPresence(
       agents,
       currentUser.value,

app/javascript/dashboard/composables/useWhatsappCallSession.js

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

app/javascript/dashboard/featureFlags.js

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

app/javascript/dashboard/helper/URLHelper.js

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

app/javascript/dashboard/helper/agentHelper.js

@@ -7,7 +7,7 @@
 export const getAgentsByAvailability = (agents, availability) => {
   return agents
     .filter(agent => agent.availability_status === availability)
-    .sort((a, b) => (a.name || '').localeCompare(b.name || ''));
+    .sort((a, b) => a.name.localeCompare(b.name));
 };
 
 /**

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/specs/agentHelper.spec.js

@@ -26,18 +26,6 @@ describe('agentHelper', () => {
         offlineAgentsData
       );
     });
-
-    it('does not throw when an agent has a null name', () => {
-      const agents = [
-        { id: 1, name: null, availability_status: 'offline' },
-        { id: 2, name: 'Zoe', availability_status: 'offline' },
-      ];
-
-      expect(() => getAgentsByAvailability(agents, 'offline')).not.toThrow();
-      expect(
-        getAgentsByAvailability(agents, 'offline').map(agent => agent.id)
-      ).toEqual([1, 2]);
-    });
   });
 
   describe('getSortedAgentsByAvailability', () => {

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

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

app/javascript/dashboard/helper/templateHelper.js

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

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

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

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

@@ -293,6 +293,100 @@
           "WEBHOOK_URL": "Webhook URL",
           "WEBHOOK_VERIFICATION_TOKEN": "Webhook Verification Token"
         },
+        "MANUAL_SETUP": {
+          "HEADER": {
+            "TITLE": "Connect WhatsApp manually",
+            "DESCRIPTION": "Follow these steps to prepare your Meta account and connect your number to Chatwoot."
+          },
+          "APP": {
+            "TITLE": "Create or select a Meta app",
+            "DESCRIPTION": "Your WhatsApp number must belong to a Meta app with the WhatsApp use case enabled.",
+            "ITEM_1": "Open {metaDevelopers} and sign in with an administrator account.",
+            "META_DEVELOPERS": "Meta Developers",
+            "ITEM_2": "Create a new app, or select the app you already use for this WhatsApp number.",
+            "ITEM_3": "Choose the option to connect with customers through WhatsApp.",
+            "ITEM_4": "Select the business portfolio that owns, or will own, the WhatsApp number.",
+            "VIDEO_TITLE": "Watch: Create a Meta app",
+            "VIDEO_DESCRIPTION": "This short walkthrough shows where to start a new app in Meta Developers."
+          },
+          "NUMBER": {
+            "TITLE": "Add your phone number and get its IDs",
+            "DESCRIPTION": "Add and verify the production number in your Meta app, then copy the two identifiers shown in API Setup.",
+            "ITEM_1": "Open the WhatsApp use case in your Meta app and choose API Setup.",
+            "ITEM_2": "In the Send and receive messages section, open the From selector.",
+            "ITEM_3": "Select an existing production number, or choose Add phone number.",
+            "ITEM_4": "Complete the WhatsApp business profile requested by Meta.",
+            "ITEM_5": "Verify the phone number using the OTP sent by SMS or voice call.",
+            "ITEM_6": "Copy the Phone Number ID and WhatsApp Business Account ID shown in API Setup.",
+            "VIDEO_TITLE": "Watch: Add a phone number and find its IDs",
+            "VIDEO_DESCRIPTION": "This walkthrough shows how to add or select a production number and copy the identifiers from Meta."
+          },
+          "TOKEN": {
+            "TITLE": "Generate a permanent access token",
+            "DESCRIPTION": "Create a Meta system user with access to your app and WhatsApp Business Account.",
+            "ITEM_1": "Open Meta Business Settings and go to Users → System users.",
+            "ITEM_2": "Create an admin system user, or select an existing one.",
+            "ITEM_3": "Assign your Meta app and WhatsApp Business Account to the system user.",
+            "ITEM_4": "Grant full control for the assigned WhatsApp assets.",
+            "ITEM_5": "Generate a token for your Meta app and set its expiration to Never.",
+            "ITEM_6": "Select whatsapp_business_management and whatsapp_business_messaging, then copy the token.",
+            "VIDEO_TITLE": "Watch: Generate a permanent access token",
+            "VIDEO_DESCRIPTION": "This walkthrough shows how to select your Meta app, choose a non-expiring token, and grant the required WhatsApp permissions.",
+            "WARNING": "Meta shows the token only once. Copy it before closing the dialog."
+          },
+          "DETAILS": {
+            "WABA_LABEL": "WhatsApp Business Account ID",
+            "WABA_PLACEHOLDER": "Enter WABA ID",
+            "PHONE_ID_LABEL": "Phone Number ID",
+            "PHONE_ID_PLACEHOLDER": "Enter Phone Number ID",
+            "TOKEN_LABEL": "Permanent access token",
+            "TOKEN_PLACEHOLDER": "Paste access token"
+          },
+          "REVIEW": {
+            "TITLE": "Create your WhatsApp inbox",
+            "DESCRIPTION": "Review the number details and choose a name for the inbox.",
+            "VERIFIED": "Your Meta number and access token are valid.",
+            "BUSINESS_NAME": "Business name",
+            "PHONE_NUMBER": "Phone number",
+            "PHONE_ID": "Phone Number ID",
+            "WABA_ID": "WhatsApp Business Account ID",
+            "INBOX_NAME": "Inbox name",
+            "INBOX_NAME_HELP": "We generated this name from your verified Meta business name. You can change it."
+          },
+          "VERIFY": {
+            "TITLE": "Verify your connection",
+            "DESCRIPTION": "Chatwoot is checking number access and configuring your Meta webhook.",
+            "NUMBER_ACCESS": "Number access",
+            "TEMPLATE_ACCESS": "Template access",
+            "CALLBACK": "Webhook callback",
+            "SUBSCRIPTION": "Webhook subscription",
+            "WEBHOOK_URL": "Webhook URL",
+            "COPY": "Copy",
+            "COPY_SUCCESS": "Webhook URL copied to clipboard",
+            "COMPLETE": "Verified",
+            "PENDING": "Pending",
+            "SUCCESS": "Your WhatsApp number is connected and ready for agent assignment."
+          },
+          "ACTIONS": {
+            "BACK": "Back",
+            "OPEN_META_APPS": "Open Meta Apps",
+            "APP_READY": "My Meta app is ready",
+            "NEXT": "Next",
+            "OPEN_BUSINESS_SETTINGS": "Open Meta Business Settings",
+            "SHOW_TOKEN": "Show token",
+            "HIDE_TOKEN": "Hide token",
+            "VERIFY_DETAILS": "Verify details",
+            "CONNECT": "Create inbox",
+            "RETRY_WEBHOOK": "Retry webhook setup",
+            "CONTINUE": "Continue to add agents"
+          },
+          "ERRORS": {
+            "IDS_REQUIRED": "Enter the Phone Number ID and WhatsApp Business Account ID.",
+            "REQUIRED": "Enter the WABA ID, Phone Number ID, and permanent access token.",
+            "INVALID_TOKEN": "This access token is invalid or expired. Generate a new permanent token and try again.",
+            "GENERIC": "We could not complete the WhatsApp setup. Check your details and try again."
+          }
+        },
         "SUBMIT_BUTTON": "Create WhatsApp Channel",
         "EMBEDDED_SIGNUP": {
           "TITLE": "Quick setup with Meta",

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

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

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

@@ -1,5 +1,5 @@
 <script setup>
-import { computed, onUnmounted, ref, watch } from 'vue';
+import { computed, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -26,83 +26,21 @@ 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);
 
-// 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;
-
-const fetchMetrics = async () => {
-  metricsFetchToken += 1;
-  const token = metricsFetchToken;
-  metricsAbortController?.abort();
-  metricsAbortController = new AbortController();
-  const { signal } = metricsAbortController;
-  metricStats.value = null;
-  isFetchingMetrics.value = true;
-
-  const requestMetrics = () =>
-    CaptainAssistant.getMetrics({
+const fetchStats = async () => {
+  try {
+    const { data } = await CaptainAssistant.getStats({
       assistantId: assistantId.value,
       range: selectedRange.value,
-      signal,
     });
-
-  let data = null;
-  try {
-    ({ data } = await requestMetrics());
+    stats.value = data;
   } catch {
-    // One silent retry before giving up, unless the request was aborted.
-    try {
-      if (token === metricsFetchToken && !signal.aborted)
-        ({ data } = await requestMetrics());
-    } catch {
-      data = null;
-    }
-  }
-
-  if (token !== metricsFetchToken || signal.aborted) return;
-  metricStats.value = data;
-  isFetchingMetrics.value = false;
-};
-
-const fetchFaqStats = async () => {
-  faqStatsFetchToken += 1;
-  const token = faqStatsFetchToken;
-  faqStatsAbortController?.abort();
-  faqStatsAbortController = new AbortController();
-  const { signal } = faqStatsAbortController;
-  faqStats.value = null;
-
-  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;
+    stats.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 +60,7 @@ 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 +154,9 @@ 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" />
 
         <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 +169,12 @@ const closeDrilldown = () => {
             :trend="metric.trend"
             :hint="metric.hint"
             :trend-good="metric.trendGood"
-            :loading="isFetchingMetrics"
-            :clickable="
-              canDrilldown && Boolean(metric.metric) && !isFetchingMetrics
-            "
+            :clickable="canDrilldown && Boolean(metric.metric)"
             @click="openDrilldown(metric)"
           />
         </div>
 
-        <KnowledgeCard :knowledge="faqStats ?? undefined" />
+        <KnowledgeCard :knowledge="stats?.knowledge" />
 
         <QuickLinks />
       </div>

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

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

app/javascript/dashboard/routes/dashboard/settings/agentBots/Index.vue

@@ -135,7 +135,7 @@ onMounted(() => {
               <BaseTableCell class="max-w-0">
                 <div class="flex items-center gap-4 min-w-0">
                   <Avatar
-                    :name="bot.name || ''"
+                    :name="bot.name"
                     :src="bot.thumbnail"
                     :size="40"
                     class="flex-shrink-0"

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

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

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

@@ -49,9 +49,10 @@ const hasDuplicateInstagramInbox = computed(() => {
 });
 
 const shouldShowWhatsAppWebhookDetails = computed(() => {
+  const source = currentInbox.value.provider_config?.source;
   return (
     isAWhatsAppCloudChannel.value &&
-    currentInbox.value.provider_config?.source !== 'embedded_signup'
+    !['embedded_signup', 'manual_setup_v2'].includes(source)
   );
 });
 

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

@@ -69,7 +69,7 @@ const items = computed(() => {
         :global-config="globalConfig"
         :items="items"
       />
-      <div class="col-span-6 flex flex-col overflow-y-auto">
+      <div class="col-span-6 flex min-h-0 flex-col overflow-y-auto">
         <router-view />
       </div>
     </div>

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

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

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

@@ -5,6 +5,7 @@ import { useI18n, I18nT } from 'vue-i18n';
 import Twilio from './Twilio.vue';
 import ThreeSixtyDialogWhatsapp from './360DialogWhatsapp.vue';
 import CloudWhatsapp from './CloudWhatsapp.vue';
+import WhatsappManualSetup from './WhatsappManualSetup.vue';
 import WhatsappEmbeddedSignup from './WhatsappEmbeddedSignup.vue';
 import ChannelSelector from 'dashboard/components/ChannelSelector.vue';
 import { useAccount } from 'dashboard/composables/useAccount';
@@ -42,7 +43,9 @@ const shouldShowWhatsappEmbeddedSignup = computed(() => {
     selectedProvider.value === PROVIDER_TYPES.WHATSAPP &&
     hasWhatsappAppId.value &&
     (!isOnChatwootCloud.value ||
-      isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW))
+      isCloudFeatureEnabled(
+        FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
+      ))
   );
 });
 
@@ -77,14 +80,21 @@ const shouldShowCloudWhatsapp = provider => {
   );
 };
 
+const isManualSetup = computed(
+  () =>
+    showConfiguration.value && shouldShowCloudWhatsapp(selectedProvider.value)
+);
+
 const handleManualLinkClick = () => {
   selectProvider(PROVIDER_TYPES.WHATSAPP_MANUAL);
 };
 </script>
 
 <template>
-  <div class="overflow-auto col-span-6 p-6 w-full h-full">
-    <div v-if="showProviderSelection">
+  <div class="col-span-6 w-full h-full min-h-0 overflow-y-auto p-6">
+    <WhatsappManualSetup v-if="isManualSetup" />
+
+    <div v-else-if="showProviderSelection">
       <div class="mb-10 text-left">
         <h1 class="mb-2 text-lg font-medium text-n-slate-12">
           {{ $t('INBOX_MGMT.ADD.WHATSAPP.SELECT_PROVIDER.TITLE') }}
@@ -135,9 +145,6 @@ const handleManualLinkClick = () => {
           </div>
         </div>
 
-        <!-- Show manual setup -->
-        <CloudWhatsapp v-else-if="shouldShowCloudWhatsapp(selectedProvider)" />
-
         <!-- Other providers -->
         <Twilio
           v-else-if="selectedProvider === PROVIDER_TYPES.TWILIO"

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

@@ -0,0 +1,826 @@
+<script setup>
+import { computed, nextTick, onBeforeUnmount, reactive, ref } from 'vue';
+import { I18nT, useI18n } from 'vue-i18n';
+import { useRoute, useRouter } from 'vue-router';
+import { useStore } from 'vuex';
+
+import WhatsappChannelAPI from 'dashboard/api/channel/whatsappChannel';
+import Button from 'dashboard/components-next/button/Button.vue';
+import Icon from 'dashboard/components-next/icon/Icon.vue';
+import Input from 'dashboard/components-next/input/Input.vue';
+import { useAlert } from 'dashboard/composables';
+import { copyTextToClipboard } from 'shared/helpers/clipboard';
+
+const { t } = useI18n();
+const route = useRoute();
+const router = useRouter();
+const store = useStore();
+
+const TOTAL_STEPS = 5;
+const POLL_INTERVAL = 2000;
+const MAX_POLL_ATTEMPTS = 5;
+const META_APPS_URL = 'https://developers.facebook.com/apps/';
+const META_BUSINESS_SETTINGS_URL =
+  'https://business.facebook.com/settings/system-users/';
+const CREATE_APP_VIDEO_URL =
+  '/videos/whatsapp/manual-setup/create-meta-app.mp4';
+const CREATE_APP_VIDEO_POSTER_URL =
+  '/videos/whatsapp/manual-setup/create-meta-app-poster.jpg';
+const ADD_NUMBER_VIDEO_URL =
+  '/videos/whatsapp/manual-setup/add-phone-number.mp4';
+const ADD_NUMBER_VIDEO_POSTER_URL =
+  '/videos/whatsapp/manual-setup/add-phone-number-poster.jpg';
+const GENERATE_TOKEN_VIDEO_URL =
+  '/videos/whatsapp/manual-setup/generate-access-token.mp4';
+const GENERATE_TOKEN_VIDEO_POSTER_URL =
+  '/videos/whatsapp/manual-setup/generate-access-token-poster.jpg';
+
+const currentStep = ref(1);
+const isLoading = ref(false);
+const errorMessage = ref('');
+const inboxId = ref(null);
+const pollTimer = ref(null);
+const showAccessToken = ref(false);
+const setupRoot = ref(null);
+
+const form = reactive({
+  wabaId: '',
+  phoneNumberId: '',
+  accessToken: '',
+  inboxName: '',
+});
+
+const preview = ref(null);
+const connection = reactive({
+  numberAccess: false,
+  templateAccess: false,
+  webhookSetup: false,
+  callbackVerified: false,
+  callbackConfigured: false,
+  callbackUrl: '',
+  subscriptionVerified: false,
+});
+
+const idsComplete = computed(
+  () => form.wabaId.trim() && form.phoneNumberId.trim()
+);
+
+const detailsComplete = computed(
+  () => idsComplete.value && form.accessToken.trim()
+);
+
+const connectionReady = computed(
+  () =>
+    connection.numberAccess &&
+    connection.templateAccess &&
+    connection.webhookSetup &&
+    connection.callbackVerified &&
+    connection.callbackConfigured &&
+    connection.subscriptionVerified
+);
+
+const progressSteps = computed(() =>
+  Array.from({ length: TOTAL_STEPS }, (_, index) => index + 1)
+);
+
+const appInstructions = computed(() => [
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.ITEM_2'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.ITEM_3'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.ITEM_4'),
+]);
+
+const numberInstructions = computed(() => [
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_1'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_2'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_3'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_4'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_5'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.ITEM_6'),
+]);
+
+const tokenInstructions = computed(() => [
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_1'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_2'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_3'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_4'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_5'),
+  t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.ITEM_6'),
+]);
+
+const statusRows = computed(() => [
+  {
+    key: 'number',
+    label: t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.NUMBER_ACCESS'),
+    complete: connection.numberAccess,
+  },
+  {
+    key: 'templates',
+    label: t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.TEMPLATE_ACCESS'),
+    complete: connection.templateAccess,
+  },
+  {
+    key: 'callback',
+    label: t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.CALLBACK'),
+    complete:
+      connection.webhookSetup &&
+      connection.callbackConfigured &&
+      connection.callbackVerified,
+  },
+  {
+    key: 'subscription',
+    label: t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.SUBSCRIPTION'),
+    complete: connection.subscriptionVerified,
+  },
+]);
+
+const apiErrorMessage = error => {
+  const message = error.response?.data?.message || '';
+  if (/invalid oauth access token|cannot parse access token/i.test(message)) {
+    return t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ERRORS.INVALID_TOKEN');
+  }
+
+  return message || t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ERRORS.GENERIC');
+};
+
+const setStep = step => {
+  errorMessage.value = '';
+  currentStep.value = step;
+  nextTick(() => setupRoot.value?.scrollIntoView({ block: 'start' }));
+};
+
+const returnToProviders = () => {
+  router.push({
+    name: route.name,
+    params: route.params,
+    query: {},
+  });
+};
+
+const goBack = () => {
+  if (currentStep.value > 1) {
+    setStep(currentStep.value - 1);
+    return;
+  }
+
+  returnToProviders();
+};
+
+const continueFromIds = () => {
+  if (!idsComplete.value) {
+    errorMessage.value = t(
+      'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ERRORS.IDS_REQUIRED'
+    );
+    return;
+  }
+
+  setStep(3);
+};
+
+const verifyDetails = async () => {
+  if (!detailsComplete.value) {
+    errorMessage.value = t(
+      'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ERRORS.REQUIRED'
+    );
+    return;
+  }
+
+  isLoading.value = true;
+  errorMessage.value = '';
+  try {
+    const { data } = await WhatsappChannelAPI.previewManualSetup({
+      waba_id: form.wabaId.trim(),
+      phone_number_id: form.phoneNumberId.trim(),
+      access_token: form.accessToken.trim(),
+    });
+    preview.value = data;
+    form.inboxName = data.suggested_inbox_name;
+    setStep(4);
+  } catch (error) {
+    errorMessage.value = apiErrorMessage(error);
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const applyWebhookStatus = status => {
+  connection.callbackVerified = Boolean(status.callback_verified);
+  connection.callbackConfigured = Boolean(status.callback_configured);
+  connection.callbackUrl = status.callback_url || '';
+  connection.subscriptionVerified = Boolean(status.subscription_verified);
+};
+
+const copyWebhookUrl = async () => {
+  await copyTextToClipboard(connection.callbackUrl);
+  useAlert(t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.COPY_SUCCESS'));
+};
+
+const refreshWebhookStatus = async ({ showError = true } = {}) => {
+  if (!inboxId.value) return;
+
+  try {
+    const { data } = await WhatsappChannelAPI.getManualWebhookStatus(
+      inboxId.value
+    );
+    applyWebhookStatus(data);
+  } catch (error) {
+    if (showError) errorMessage.value = apiErrorMessage(error);
+  }
+};
+
+const pollWebhookStatus = async attempt => {
+  await refreshWebhookStatus({ showError: false });
+  if (connectionReady.value || attempt >= MAX_POLL_ATTEMPTS) return;
+
+  pollTimer.value = window.setTimeout(
+    () => pollWebhookStatus(attempt + 1),
+    POLL_INTERVAL
+  );
+};
+
+const connectNumber = async () => {
+  isLoading.value = true;
+  errorMessage.value = '';
+  try {
+    const { data } = await WhatsappChannelAPI.connectManualSetup({
+      waba_id: form.wabaId.trim(),
+      phone_number_id: form.phoneNumberId.trim(),
+      access_token: form.accessToken.trim(),
+      inbox_name: form.inboxName.trim(),
+    });
+    inboxId.value = data.id;
+    connection.numberAccess = Boolean(data.number_access);
+    connection.templateAccess = Boolean(data.template_access);
+    connection.webhookSetup = Boolean(data.webhook_setup);
+    if (data.webhook_error) errorMessage.value = data.webhook_error;
+    currentStep.value = 5;
+    await pollWebhookStatus(1);
+  } catch (error) {
+    errorMessage.value = apiErrorMessage(error);
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const retryWebhookSetup = async () => {
+  isLoading.value = true;
+  errorMessage.value = '';
+  try {
+    const { data } = await WhatsappChannelAPI.setupManualWebhook(inboxId.value);
+    connection.webhookSetup = true;
+    applyWebhookStatus(data);
+    if (!connectionReady.value) await pollWebhookStatus(1);
+  } catch (error) {
+    errorMessage.value = apiErrorMessage(error);
+  } finally {
+    isLoading.value = false;
+  }
+};
+
+const continueToAgents = async () => {
+  await store.dispatch('inboxes/get');
+  router.replace({
+    name: 'settings_inboxes_add_agents',
+    params: { page: 'new', inbox_id: inboxId.value },
+  });
+};
+
+onBeforeUnmount(() => {
+  if (pollTimer.value) window.clearTimeout(pollTimer.value);
+});
+</script>
+
+<template>
+  <div
+    ref="setupRoot"
+    class="mx-auto flex w-full max-w-6xl flex-col gap-4 py-2"
+  >
+    <div class="px-1">
+      <div class="min-w-0 flex-1">
+        <h1 class="text-heading-1 text-n-slate-12">
+          {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.HEADER.TITLE') }}
+        </h1>
+        <p class="mt-1 text-body-main text-n-slate-11">
+          {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.HEADER.DESCRIPTION') }}
+        </p>
+      </div>
+    </div>
+
+    <div
+      class="rounded-2xl border border-n-weak bg-n-background p-5 shadow-sm sm:p-6"
+    >
+      <div class="flex justify-end">
+        <div class="grid w-40 grid-cols-5 gap-1.5">
+          <div
+            v-for="step in progressSteps"
+            :key="step"
+            class="h-1.5 rounded-full"
+            :class="step <= currentStep ? 'bg-n-brand' : 'bg-n-alpha-3'"
+          />
+        </div>
+      </div>
+
+      <div
+        v-if="errorMessage && currentStep !== 3"
+        class="mt-6 rounded-lg border border-n-ruby-5 bg-n-ruby-3 px-4 py-3 text-sm text-n-ruby-11"
+      >
+        {{ errorMessage }}
+      </div>
+
+      <section v-if="currentStep === 1" class="mt-3 grid gap-5 lg:grid-cols-2">
+        <div class="lg:col-span-2">
+          <h2 class="text-heading-2 text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.TITLE') }}
+          </h2>
+          <p class="mt-2 max-w-3xl text-body-main text-n-slate-11">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.DESCRIPTION') }}
+          </p>
+        </div>
+
+        <ol
+          class="ml-5 list-decimal space-y-3 text-body-main text-n-slate-11 marker:font-medium marker:text-n-slate-12"
+        >
+          <li class="pl-2">
+            <I18nT
+              keypath="INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.ITEM_1"
+              tag="span"
+            >
+              <template #metaDevelopers>
+                <a
+                  :href="META_APPS_URL"
+                  target="_blank"
+                  rel="noopener noreferrer"
+                  class="font-medium text-n-brand hover:underline"
+                >
+                  {{
+                    $t(
+                      'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.META_DEVELOPERS'
+                    )
+                  }}
+                </a>
+              </template>
+            </I18nT>
+          </li>
+          <li
+            v-for="instruction in appInstructions"
+            :key="instruction"
+            class="pl-2"
+          >
+            {{ instruction }}
+          </li>
+        </ol>
+
+        <figure
+          class="self-start overflow-hidden rounded-xl border border-n-weak"
+        >
+          <video
+            class="block w-full bg-n-solid-1"
+            controls
+            muted
+            playsinline
+            preload="metadata"
+            :poster="CREATE_APP_VIDEO_POSTER_URL"
+            :aria-label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.VIDEO_TITLE')
+            "
+          >
+            <source :src="CREATE_APP_VIDEO_URL" type="video/mp4" />
+          </video>
+          <figcaption class="border-t border-n-weak bg-n-alpha-1 px-4 py-3">
+            <p class="text-sm font-medium text-n-slate-12">
+              {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.APP.VIDEO_TITLE') }}
+            </p>
+          </figcaption>
+        </figure>
+
+        <div
+          class="flex items-center justify-between border-t border-n-weak pt-5 lg:col-span-2"
+        >
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.BACK')"
+            variant="outline"
+            color="slate"
+            @click="goBack"
+          />
+          <Button
+            :label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.APP_READY')
+            "
+            trailing-icon
+            icon="i-lucide-arrow-right"
+            @click="setStep(2)"
+          />
+        </div>
+      </section>
+
+      <section
+        v-else-if="currentStep === 2"
+        class="mt-3 grid gap-5 lg:grid-cols-2"
+      >
+        <div class="lg:col-span-2">
+          <h2 class="text-heading-2 text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.TITLE') }}
+          </h2>
+          <p class="mt-2 max-w-3xl text-body-main text-n-slate-11">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.DESCRIPTION') }}
+          </p>
+        </div>
+
+        <ol
+          class="ml-5 list-decimal space-y-3 text-body-main text-n-slate-11 marker:font-medium marker:text-n-slate-12"
+        >
+          <li
+            v-for="instruction in numberInstructions"
+            :key="instruction"
+            class="pl-2"
+          >
+            {{ instruction }}
+          </li>
+        </ol>
+
+        <div class="flex min-w-0 flex-col gap-4">
+          <figure class="overflow-hidden rounded-xl border border-n-weak">
+            <video
+              class="block w-full bg-n-solid-1"
+              controls
+              muted
+              playsinline
+              preload="metadata"
+              :poster="ADD_NUMBER_VIDEO_POSTER_URL"
+              :aria-label="
+                $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.VIDEO_TITLE')
+              "
+            >
+              <source :src="ADD_NUMBER_VIDEO_URL" type="video/mp4" />
+            </video>
+            <figcaption class="border-t border-n-weak bg-n-alpha-1 px-4 py-3">
+              <p class="text-sm font-medium text-n-slate-12">
+                {{
+                  $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.NUMBER.VIDEO_TITLE')
+                }}
+              </p>
+            </figcaption>
+          </figure>
+
+          <a
+            :href="META_APPS_URL"
+            target="_blank"
+            rel="noopener noreferrer"
+            class="inline-flex w-fit items-center gap-2 text-sm font-medium text-n-brand hover:underline"
+          >
+            {{
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.OPEN_META_APPS')
+            }}
+            <Icon icon="i-lucide-external-link" />
+          </a>
+        </div>
+
+        <div
+          class="grid gap-5 rounded-xl border border-n-weak p-5 lg:col-span-2 lg:grid-cols-2"
+        >
+          <Input
+            v-model="form.phoneNumberId"
+            :label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.PHONE_ID_LABEL')
+            "
+            :placeholder="
+              $t(
+                'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.PHONE_ID_PLACEHOLDER'
+              )
+            "
+          />
+          <Input
+            v-model="form.wabaId"
+            :label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.WABA_LABEL')
+            "
+            :placeholder="
+              $t(
+                'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.WABA_PLACEHOLDER'
+              )
+            "
+          />
+        </div>
+
+        <div
+          class="flex items-center justify-between border-t border-n-weak pt-5 lg:col-span-2"
+        >
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.BACK')"
+            variant="outline"
+            color="slate"
+            @click="goBack"
+          />
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.NEXT')"
+            trailing-icon
+            icon="i-lucide-arrow-right"
+            @click="continueFromIds"
+          />
+        </div>
+      </section>
+
+      <section
+        v-else-if="currentStep === 3"
+        class="mt-3 grid gap-5 lg:grid-cols-2"
+      >
+        <div class="lg:col-span-2">
+          <h2 class="text-heading-2 text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.TITLE') }}
+          </h2>
+          <p class="mt-2 max-w-3xl text-body-main text-n-slate-11">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.DESCRIPTION') }}
+          </p>
+        </div>
+
+        <ol
+          class="ml-5 list-decimal space-y-3 text-body-main text-n-slate-11 marker:font-medium marker:text-n-slate-12"
+        >
+          <li
+            v-for="instruction in tokenInstructions"
+            :key="instruction"
+            class="pl-2"
+          >
+            {{ instruction }}
+          </li>
+        </ol>
+
+        <div class="flex min-w-0 flex-col gap-4">
+          <figure class="overflow-hidden rounded-xl border border-n-weak">
+            <video
+              class="block w-full bg-n-solid-1"
+              controls
+              muted
+              playsinline
+              preload="metadata"
+              :poster="GENERATE_TOKEN_VIDEO_POSTER_URL"
+              :aria-label="
+                $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.VIDEO_TITLE')
+              "
+            >
+              <source :src="GENERATE_TOKEN_VIDEO_URL" type="video/mp4" />
+            </video>
+            <figcaption class="border-t border-n-weak bg-n-alpha-1 px-4 py-3">
+              <p class="text-sm font-medium text-n-slate-12">
+                {{
+                  $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.VIDEO_TITLE')
+                }}
+              </p>
+            </figcaption>
+          </figure>
+
+          <a
+            :href="META_BUSINESS_SETTINGS_URL"
+            target="_blank"
+            rel="noopener noreferrer"
+            class="inline-flex w-fit items-center gap-2 text-sm font-medium text-n-brand hover:underline"
+          >
+            {{
+              $t(
+                'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.OPEN_BUSINESS_SETTINGS'
+              )
+            }}
+            <Icon icon="i-lucide-external-link" />
+          </a>
+        </div>
+
+        <div class="rounded-xl border border-n-weak p-5 lg:col-span-2">
+          <div class="grid items-start gap-3 sm:grid-cols-[1fr_auto]">
+            <Input
+              v-model="form.accessToken"
+              :type="showAccessToken ? 'text' : 'password'"
+              autocomplete="off"
+              :label="
+                $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.TOKEN_LABEL')
+              "
+              :placeholder="
+                $t(
+                  'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.DETAILS.TOKEN_PLACEHOLDER'
+                )
+              "
+              :message="errorMessage"
+              message-type="error"
+              @update:model-value="errorMessage = ''"
+            />
+            <Button
+              :label="
+                showAccessToken
+                  ? $t(
+                      'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.HIDE_TOKEN'
+                    )
+                  : $t(
+                      'INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.SHOW_TOKEN'
+                    )
+              "
+              variant="outline"
+              color="slate"
+              class="sm:mt-7"
+              @click="showAccessToken = !showAccessToken"
+            />
+          </div>
+          <p
+            v-if="!errorMessage"
+            class="mt-3 flex items-start gap-2 text-sm text-n-amber-11"
+          >
+            <Icon icon="i-lucide-triangle-alert" class="mt-0.5 shrink-0" />
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.TOKEN.WARNING') }}
+          </p>
+        </div>
+
+        <div
+          class="flex items-center justify-between border-t border-n-weak pt-5 lg:col-span-2"
+        >
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.BACK')"
+            variant="outline"
+            color="slate"
+            @click="goBack"
+          />
+          <Button
+            :label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.VERIFY_DETAILS')
+            "
+            :is-loading="isLoading"
+            :disabled="isLoading"
+            @click="verifyDetails"
+          />
+        </div>
+      </section>
+
+      <section v-else-if="currentStep === 4" class="mt-3 flex flex-col gap-5">
+        <div>
+          <h2 class="text-heading-2 text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.TITLE') }}
+          </h2>
+          <p class="mt-2 max-w-3xl text-body-main text-n-slate-11">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.DESCRIPTION') }}
+          </p>
+        </div>
+
+        <div
+          class="rounded-xl border border-n-teal-5 bg-n-teal-3 px-4 py-3 text-sm text-n-teal-11"
+        >
+          <div class="flex items-center gap-2 font-medium">
+            <Icon icon="i-lucide-badge-check" />
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.VERIFIED') }}
+          </div>
+        </div>
+
+        <dl class="divide-y divide-n-weak rounded-xl border border-n-weak px-5">
+          <div class="grid grid-cols-2 gap-4 py-4">
+            <dt class="text-sm text-n-slate-11">
+              {{
+                $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.BUSINESS_NAME')
+              }}
+            </dt>
+            <dd class="text-sm font-medium text-n-slate-12">
+              {{ preview.verified_name || preview.display_phone_number }}
+            </dd>
+          </div>
+          <div class="grid grid-cols-2 gap-4 py-4">
+            <dt class="text-sm text-n-slate-11">
+              {{
+                $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.PHONE_NUMBER')
+              }}
+            </dt>
+            <dd class="text-sm font-medium text-n-slate-12">
+              {{ preview.display_phone_number }}
+            </dd>
+          </div>
+          <div class="grid grid-cols-2 gap-4 py-4">
+            <dt class="text-sm text-n-slate-11">
+              {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.PHONE_ID') }}
+            </dt>
+            <dd class="text-sm font-medium text-n-slate-12">
+              {{ preview.phone_number_id }}
+            </dd>
+          </div>
+          <div class="grid grid-cols-2 gap-4 py-4">
+            <dt class="text-sm text-n-slate-11">
+              {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.WABA_ID') }}
+            </dt>
+            <dd class="text-sm font-medium text-n-slate-12">
+              {{ preview.waba_id }}
+            </dd>
+          </div>
+        </dl>
+
+        <Input
+          v-model="form.inboxName"
+          :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.INBOX_NAME')"
+          :message="
+            $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.REVIEW.INBOX_NAME_HELP')
+          "
+        />
+
+        <div
+          class="flex items-center justify-between border-t border-n-weak pt-5"
+        >
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.BACK')"
+            variant="outline"
+            color="slate"
+            @click="goBack"
+          />
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.CONNECT')"
+            :is-loading="isLoading"
+            :disabled="isLoading || !form.inboxName.trim()"
+            @click="connectNumber"
+          />
+        </div>
+      </section>
+
+      <section v-else class="mt-3 flex flex-col gap-5">
+        <div>
+          <h2 class="text-heading-2 text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.TITLE') }}
+          </h2>
+          <p class="mt-2 max-w-3xl text-body-main text-n-slate-11">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.DESCRIPTION') }}
+          </p>
+        </div>
+
+        <div
+          v-if="connection.callbackUrl"
+          class="rounded-xl border border-n-weak p-5"
+        >
+          <p class="text-sm font-medium text-n-slate-12">
+            {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.WEBHOOK_URL') }}
+          </p>
+          <div class="mt-3 flex items-center gap-3">
+            <code
+              class="min-w-0 flex-1 break-all rounded-lg bg-n-alpha-1 px-3 py-2.5 text-sm text-n-slate-12"
+            >
+              {{ connection.callbackUrl }}
+            </code>
+            <Button
+              :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.COPY')"
+              icon="i-lucide-copy"
+              variant="outline"
+              color="slate"
+              @click="copyWebhookUrl"
+            />
+          </div>
+        </div>
+
+        <div
+          class="flex flex-col divide-y divide-n-weak rounded-xl border border-n-weak px-5"
+        >
+          <div
+            v-for="status in statusRows"
+            :key="status.key"
+            class="flex items-center justify-between py-4"
+          >
+            <span class="text-sm font-medium text-n-slate-12">
+              {{ status.label }}
+            </span>
+            <span
+              class="flex items-center gap-2 text-sm"
+              :class="status.complete ? 'text-n-teal-11' : 'text-n-amber-11'"
+            >
+              <Icon
+                :icon="
+                  status.complete ? 'i-lucide-check-circle' : 'i-lucide-clock-3'
+                "
+              />
+              {{
+                status.complete
+                  ? $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.COMPLETE')
+                  : $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.PENDING')
+              }}
+            </span>
+          </div>
+        </div>
+
+        <p
+          v-if="connectionReady"
+          class="rounded-lg bg-n-teal-3 px-4 py-3 text-sm text-n-teal-11"
+        >
+          {{ $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.VERIFY.SUCCESS') }}
+        </p>
+
+        <div
+          class="flex items-center justify-between border-t border-n-weak pt-5"
+        >
+          <Button
+            :label="
+              $t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.RETRY_WEBHOOK')
+            "
+            variant="outline"
+            color="slate"
+            :is-loading="isLoading"
+            :disabled="isLoading"
+            @click="retryWebhookSetup"
+          />
+          <Button
+            :label="$t('INBOX_MGMT.ADD.WHATSAPP.MANUAL_SETUP.ACTIONS.CONTINUE')"
+            trailing-icon
+            icon="i-lucide-arrow-right"
+            :disabled="isLoading"
+            @click="continueToAgents"
+          />
+        </div>
+      </section>
+    </div>
+  </div>
+</template>

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

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

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

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

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

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

app/javascript/dashboard/store/index.js

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

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

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

app/javascript/shared/components/ui/MultiselectDropdown.vue

@@ -68,10 +68,6 @@ const isAgentBot = computed(
   () => props.selectedItem?.assignee_type === 'AgentBot'
 );
 
-const selectedItemName = computed(() =>
-  !props.selectedItem?.name && isAgentBot.value ? '-' : props.selectedItem?.name
-);
-
 const selectedThumbnail = computed(
   () => props.selectedItem?.thumbnail || props.selectedItem?.avatar_url
 );
@@ -99,16 +95,16 @@ const selectedThumbnail = computed(
           <h4
             v-else
             class="items-center overflow-hidden text-sm leading-tight whitespace-nowrap text-ellipsis text-n-slate-12"
-            :title="selectedItemName"
+            :title="selectedItem.name"
           >
-            {{ selectedItemName }}
+            {{ selectedItem.name }}
           </h4>
         </div>
         <Avatar
           v-if="hasValue && hasThumbnail && (isAgentBot || !hasIcon)"
           :src="selectedThumbnail"
           :status="selectedItem.availability_status"
-          :name="selectedItemName"
+          :name="selectedItem.name"
           :icon-name="isAgentBot ? 'i-lucide-bot' : undefined"
           :size="24"
           hide-offline-status

app/javascript/shared/components/ui/MultiselectDropdownItems.vue

@@ -53,9 +53,7 @@ export default {
   computed: {
     filteredOptions() {
       return this.options.filter(option => {
-        return (option.name || '')
-          .toLowerCase()
-          .includes(this.search.toLowerCase());
+        return option.name.toLowerCase().includes(this.search.toLowerCase());
       });
     },
     noResult() {

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

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

app/javascript/shared/composables/useBranding.js

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

app/javascript/widget/components/ChatFooter.vue

@@ -11,8 +11,6 @@ import { IFrameHelper } from '../helpers/utils';
 import { CHATWOOT_ON_START_CONVERSATION } from '../constants/sdkEvents';
 import { emitter } from 'shared/helpers/mitt';
 
-const TRANSCRIPT_COOLDOWN_MS = 15000;
-
 export default {
   components: {
     ChatInputWrap,
@@ -26,9 +24,6 @@ export default {
   data() {
     return {
       inReplyTo: null,
-      isSendingTranscript: false,
-      transcriptCooldown: false,
-      transcriptCooldownTimer: null,
     };
   },
   computed: {
@@ -62,9 +57,6 @@ export default {
   mounted() {
     emitter.on(BUS_EVENTS.TOGGLE_REPLY_TO_MESSAGE, this.toggleReplyTo);
   },
-  beforeUnmount() {
-    clearTimeout(this.transcriptCooldownTimer);
-  },
   methods: {
     ...mapActions('conversation', ['sendMessage', 'sendAttachment']),
     ...mapActions('conversationAttributes', ['getAttributes']),
@@ -98,35 +90,19 @@ export default {
     toggleReplyTo(message) {
       this.inReplyTo = message;
     },
-    startTranscriptCooldown() {
-      this.transcriptCooldown = true;
-      clearTimeout(this.transcriptCooldownTimer);
-      this.transcriptCooldownTimer = setTimeout(() => {
-        this.transcriptCooldown = false;
-      }, TRANSCRIPT_COOLDOWN_MS);
-    },
     async sendTranscript() {
-      if (
-        !this.hasEmail ||
-        this.isSendingTranscript ||
-        this.transcriptCooldown
-      ) {
-        return;
-      }
-      this.isSendingTranscript = true;
-      try {
-        await sendEmailTranscript();
-        this.startTranscriptCooldown();
-        emitter.emit(BUS_EVENTS.SHOW_ALERT, {
-          message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_SUCCESS'),
-          type: 'success',
-        });
-      } catch (error) {
-        emitter.emit(BUS_EVENTS.SHOW_ALERT, {
-          message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_ERROR'),
-        });
-      } finally {
-        this.isSendingTranscript = false;
+      if (this.hasEmail) {
+        try {
+          await sendEmailTranscript();
+          emitter.emit(BUS_EVENTS.SHOW_ALERT, {
+            message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_SUCCESS'),
+            type: 'success',
+          });
+        } catch (error) {
+          emitter.$emit(BUS_EVENTS.SHOW_ALERT, {
+            message: this.$t('EMAIL_TRANSCRIPT.SEND_EMAIL_ERROR'),
+          });
+        }
       }
     },
   },
@@ -168,7 +144,6 @@ export default {
       v-if="showEmailTranscriptButton"
       type="clear"
       class="font-normal"
-      :disabled="isSendingTranscript || transcriptCooldown"
       @click="sendTranscript"
     >
       {{ $t('EMAIL_TRANSCRIPT.BUTTON_TEXT') }}

app/jobs/webhooks/whatsapp_events_job.rb

@@ -153,11 +153,11 @@ class Webhooks::WhatsappEventsJob < MutexApplicationJob
   end
 
   def get_channel_from_wb_payload(wb_params)
-    metadata = wb_params[:entry].first[:changes].first.dig(:value, :metadata) || {}
-    Whatsapp::WebhookChannelFinderService.new(
-      display_phone_number: metadata[:display_phone_number],
-      phone_number_id: metadata[:phone_number_id]
-    ).perform
+    phone_number = "+#{wb_params[:entry].first[:changes].first.dig(:value, :metadata, :display_phone_number)}"
+    phone_number_id = wb_params[:entry].first[:changes].first.dig(:value, :metadata, :phone_number_id)
+    channel = Channel::Whatsapp.find_by(phone_number: phone_number)
+    # validate to ensure the phone number id matches the whatsapp channel
+    return channel if channel && channel.provider_config['phone_number_id'] == phone_number_id
   end
 end
 

app/models/channel/whatsapp.rb

@@ -160,8 +160,9 @@ class Channel::Whatsapp < ApplicationRecord
   end
 
   def should_auto_setup_webhooks?
-    # Only auto-setup webhooks for whatsapp_cloud provider with manual setup
-    # Embedded signup calls setup_webhooks explicitly in EmbeddedSignupService
-    provider == 'whatsapp_cloud' && provider_config['source'] != 'embedded_signup'
+    # Embedded signup and Manual V2 run webhook setup explicitly so their API
+    # responses can reflect the real result instead of swallowing callback errors.
+    explicitly_configured_sources = %w[embedded_signup manual_setup_v2]
+    provider == 'whatsapp_cloud' && explicitly_configured_sources.exclude?(provider_config['source'])
   end
 end

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

app/services/whatsapp/facebook_api_client.rb

@@ -30,6 +30,54 @@ class Whatsapp::FacebookApiClient
     handle_response(response, 'WABA phone numbers fetch failed')
   end
 
+  def fetch_all_phone_numbers(waba_id)
+    phone_numbers = []
+    after_cursor = nil
+
+    loop do
+      response = HTTParty.get(
+        "#{BASE_URI}/#{@api_version}/#{waba_id}/phone_numbers",
+        headers: request_headers,
+        query: after_cursor.present? ? { after: after_cursor } : {}
+      )
+      data = handle_response(response, 'WABA phone numbers fetch failed')
+      phone_numbers.concat(data['data'] || [])
+      after_cursor = data.dig('paging', 'cursors', 'after') if data.dig('paging', 'next').present?
+      break if after_cursor.blank?
+    end
+
+    phone_numbers
+  end
+
+  def fetch_message_templates(waba_id)
+    response = HTTParty.get(
+      "#{BASE_URI}/#{@api_version}/#{waba_id}/message_templates",
+      headers: request_headers,
+      query: { limit: 1 }
+    )
+
+    handle_response(response, 'WABA message templates fetch failed')
+  end
+
+  def fetch_subscribed_apps(waba_id)
+    response = HTTParty.get(
+      "#{BASE_URI}/#{@api_version}/#{waba_id}/subscribed_apps",
+      headers: request_headers
+    )
+
+    handle_response(response, 'WABA webhook subscription fetch failed')
+  end
+
+  def fetch_phone_number(phone_number_id, fields: nil)
+    response = HTTParty.get(
+      "#{BASE_URI}/#{@api_version}/#{phone_number_id}",
+      headers: request_headers,
+      query: fields.present? ? { fields: fields } : {}
+    )
+
+    handle_response(response, 'Phone number fetch failed')
+  end
+
   def debug_token(input_token)
     response = HTTParty.get(
       "#{BASE_URI}/#{@api_version}/debug_token",

app/services/whatsapp/incoming_message_base_service.rb

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

app/services/whatsapp/manual_setup_service.rb

@@ -0,0 +1,57 @@
+class Whatsapp::ManualSetupService
+  attr_reader :channel, :webhook_error
+
+  def initialize(account:, waba_id:, phone_number_id:, access_token:, inbox_name: nil)
+    @account = account
+    @waba_id = waba_id
+    @phone_number_id = phone_number_id
+    @access_token = access_token
+    @inbox_name = inbox_name
+  end
+
+  def perform
+    preview = validate_setup
+    create_channel_and_inbox(preview)
+    setup_webhook
+    self
+  end
+
+  def webhook_setup?
+    webhook_error.blank?
+  end
+
+  private
+
+  def validate_setup
+    Whatsapp::ManualSetupValidationService.new(
+      waba_id: @waba_id,
+      phone_number_id: @phone_number_id,
+      access_token: @access_token
+    ).perform
+  end
+
+  def create_channel_and_inbox(preview)
+    ActiveRecord::Base.transaction do
+      @channel = @account.whatsapp_channels.create!(
+        phone_number: preview[:display_phone_number],
+        provider: 'whatsapp_cloud',
+        provider_config: {
+          api_key: @access_token,
+          phone_number_id: preview[:phone_number_id],
+          business_account_id: preview[:waba_id],
+          source: 'manual_setup_v2'
+        }
+      )
+      @account.inboxes.create!(
+        name: @inbox_name.to_s.strip.presence || preview[:suggested_inbox_name],
+        channel: @channel
+      )
+    end
+  end
+
+  def setup_webhook
+    Whatsapp::WebhookSetupService.new(@channel, @waba_id, @access_token).register_callback
+  rescue StandardError => e
+    @webhook_error = e.message
+  end
+end

app/services/whatsapp/manual_setup_validation_service.rb

@@ -0,0 +1,79 @@
+class Whatsapp::ManualSetupValidationService
+  LOG_PREFIX = '[WHATSAPP MANUAL SETUP]'.freeze
+
+  def initialize(waba_id:, phone_number_id:, access_token:)
+    @waba_id = waba_id
+    @phone_number_id = phone_number_id
+    @access_token = access_token
+    @api_client = Whatsapp::FacebookApiClient.new(access_token)
+  end
+
+  def perform
+    validate_parameters!
+    Rails.logger.info "#{LOG_PREFIX} Validation started waba_id=#{@waba_id} phone_number_id=#{@phone_number_id}"
+
+    phone_data = find_phone_data!
+    verify_uniqueness!(phone_data)
+    verify_template_access!
+
+    build_preview(phone_data)
+  end
+
+  private
+
+  def validate_parameters!
+    raise ArgumentError, 'WABA ID is required' if @waba_id.blank?
+    raise ArgumentError, 'Phone Number ID is required' if @phone_number_id.blank?
+    raise ArgumentError, 'Access token is required' if @access_token.blank?
+  end
+
+  def find_phone_data!
+    phone_numbers = @api_client.fetch_all_phone_numbers(@waba_id)
+    returned_phone_number_ids = phone_numbers.filter_map { |phone| phone['id'] }.join(',')
+    Rails.logger.info "#{LOG_PREFIX} Meta returned #{phone_numbers.size} phone number(s) for waba_id=#{@waba_id} " \
+                      "phone_number_ids=#{returned_phone_number_ids}"
+
+    phone_data = phone_numbers.find { |phone| phone['id'].to_s == @phone_number_id.to_s }
+    raise ArgumentError, 'This Phone Number ID does not belong to the WABA ID you entered.' if phone_data.blank?
+
+    Rails.logger.info "#{LOG_PREFIX} Matched phone_number_id=#{@phone_number_id} fields=#{phone_data.keys.sort.join(',')} " \
+                      "code_verification_status=#{phone_data['code_verification_status'].inspect} " \
+                      "name_status=#{phone_data['name_status'].inspect}"
+
+    phone_data
+  end
+
+  def verify_uniqueness!(phone_data)
+    phone_number = normalized_phone_number(phone_data['display_phone_number'])
+    raise ArgumentError, 'This WhatsApp number is already connected to another inbox.' if Channel::Whatsapp.exists?(phone_number: phone_number)
+
+    duplicate_phone_id = Channel::Whatsapp.exists?(["provider_config->>'phone_number_id' = ?", @phone_number_id.to_s])
+    raise ArgumentError, 'This Phone Number ID is already used by another WhatsApp inbox.' if duplicate_phone_id
+  end
+
+  def verify_template_access!
+    @api_client.fetch_message_templates(@waba_id)
+  rescue StandardError
+    raise ArgumentError,
+          'The token can access the number but cannot access message templates. Generate a token with whatsapp_business_management permission.'
+  end
+
+  def build_preview(phone_data)
+    phone_number = normalized_phone_number(phone_data['display_phone_number'])
+    verified_name = phone_data['verified_name'].presence
+
+    {
+      verified_name: verified_name,
+      display_phone_number: phone_number,
+      phone_number_id: phone_data['id'].to_s,
+      waba_id: @waba_id.to_s,
+      template_access: true,
+      suggested_inbox_name: "#{verified_name || phone_number} WhatsApp"
+    }
+  end
+
+  def normalized_phone_number(phone_number)
+    digits = phone_number.to_s.gsub(/[^\d]/, '')
+    "+#{digits}"
+  end
+end

app/services/whatsapp/manual_webhook_status_service.rb

@@ -0,0 +1,39 @@
+class Whatsapp::ManualWebhookStatusService
+  def initialize(channel)
+    @channel = channel
+    @api_client = Whatsapp::FacebookApiClient.new(channel.provider_config['api_key'])
+  end
+
+  def perform
+    callback_configured = callback_configured?
+
+    {
+      callback_verified: callback_configured,
+      callback_configured: callback_configured,
+      callback_url: callback_url,
+      subscription_verified: subscription_verified?
+    }
+  end
+
+  private
+
+  def callback_configured?
+    phone_number = @api_client.fetch_phone_number(
+      @channel.provider_config['phone_number_id'],
+      fields: 'webhook_configuration'
+    )
+    webhook_configuration = phone_number.fetch('webhook_configuration', {})
+
+    %w[override_callback_uri phone_number whatsapp_business_account application].any? do |key|
+      webhook_configuration[key] == callback_url
+    end
+  end
+
+  def subscription_verified?
+    @api_client.fetch_subscribed_apps(@channel.provider_config['business_account_id']).fetch('data', []).present?
+  end
+
+  def callback_url
+    "#{ENV.fetch('FRONTEND_URL', nil)}/webhooks/whatsapp/#{@channel.phone_number}"
+  end
+end

app/services/whatsapp/send_on_whatsapp_service.rb

@@ -6,10 +6,12 @@ class Whatsapp::SendOnWhatsappService < Base::SendOnChannelService
   end
 
   def perform_reply
-    return send_template_message if template_params.present?
-    return send_session_message if message.conversation.can_reply?
-
-    message.update!(status: :failed, external_error: I18n.t('errors.whatsapp.message_outside_messaging_window'))
+    should_send_template_message = template_params.present? || !message.conversation.can_reply?
+    if should_send_template_message
+      send_template_message
+    else
+      send_session_message
+    end
   end
 
   def send_template_message

app/services/whatsapp/webhook_channel_finder_service.rb

@@ -1,35 +0,0 @@
-# Resolves the WhatsApp channel for an inbound WhatsApp Cloud webhook. Meta's
-# display_phone_number can arrive formatted or in a country-specific variant (e.g. Brazil
-# omits the mobile 9, Argentina adds a digit after the country code), so we try the
-# raw digits first and then a normalized fallback, accepting only a candidate whose
-# phone_number_id matches.
-class Whatsapp::WebhookChannelFinderService
-  def initialize(display_phone_number:, phone_number_id:)
-    @display_phone_number = display_phone_number
-    @phone_number_id = phone_number_id
-  end
-
-  def perform
-    return if digits.blank?
-
-    candidates = [
-      Channel::Whatsapp.find_by(phone_number: "+#{digits}"),
-      channel_by_normalized_number
-    ]
-    candidates.compact.find { |channel| channel.provider_config['phone_number_id'] == @phone_number_id }
-  end
-
-  private
-
-  def digits
-    @digits ||= @display_phone_number.to_s.gsub(/[^0-9]/, '')
-  end
-
-  def channel_by_normalized_number
-    normalizer = Whatsapp::PhoneNumberNormalizationService::NORMALIZERS
-                 .lazy.map(&:new).find { |n| n.handles_country?(digits) }
-    return unless normalizer
-
-    Channel::Whatsapp.find_by(phone_number: "+#{normalizer.normalize(digits)}")
-  end
-end

config/features.yml

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

config/initializers/rack_attack.rb

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

config/locales/en.yml

@@ -154,7 +154,6 @@ en:
       invalid_token_permissions: 'The access token does not have the required permissions for WhatsApp.'
       phone_info_fetch_failed: 'Failed to fetch phone number information. Please try again.'
       phone_number_already_exists: 'Channel already exists for this phone number: %{phone_number}, please contact support if the error persists'
-      message_outside_messaging_window: 'Message not sent because the WhatsApp 24-hour customer service window is closed and no template parameters were provided. Send an approved template message instead.'
       reauthorization:
         generic: 'Failed to reauthorize WhatsApp. Please try again.'
         not_supported: 'Reauthorization is not supported for this type of WhatsApp channel.'

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
@@ -77,7 +76,6 @@ Rails.application.routes.draw do
               resources :inboxes, only: [:index, :create, :destroy], param: :inbox_id
               resources :scenarios
             end
-            resources :agent_sessions, only: [:show]
             resources :assistant_responses
             resources :message_reports, only: [:create]
             resources :bulk_actions, only: [:create]
@@ -359,6 +357,10 @@ Rails.application.routes.draw do
 
           namespace :whatsapp do
             resource :authorization, only: [:create]
+            post 'manual/preview', to: 'manual_setup#preview'
+            post 'manual/connect', to: 'manual_setup#connect'
+            get 'manual/:inbox_id/webhook_status', to: 'manual_setup#webhook_status'
+            post 'manual/:inbox_id/setup_webhook', to: 'manual_setup#setup_webhook'
           end
 
           resources :webhooks, only: [:index, :create, :update, :destroy]

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/agent_sessions_controller.rb

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

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

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

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

@@ -1,7 +1,8 @@
 class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::BaseController
+  before_action :current_account
   before_action -> { check_authorization(Captain::Assistant) }
 
-  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :metrics, :faq_stats, :summary, :drilldown]
+  before_action :set_assistant, only: [:show, :update, :destroy, :playground, :stats, :summary, :drilldown]
 
   def index
     @assistants = account_assistants.ordered
@@ -42,17 +43,12 @@ 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)
+    result = cached_or_generated_summary(Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]))
 
     if result[:error]
       render json: { error: result[:error] }, status: :unprocessable_content
@@ -73,8 +69,8 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
     params.permit(:metric, :range, :timezone_offset, :page, :per_page)
   end
 
-  def cached_or_generated_summary(window, stats)
-    cache_key = summary_cache_key(window.range)
+  def cached_or_generated_summary(builder)
+    cache_key = summary_cache_key(builder.range)
     cached = Rails.cache.read(cache_key)
     return cached if cached
 
@@ -82,25 +78,14 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
       account: Current.account,
       assistant: @assistant,
       first_name: Current.user.name.to_s.split.first,
-      stats: stats,
-      period: window.period
+      stats: builder.metrics,
+      period: builder.period
     ).perform
     # Don't cache transient LLM/config failures, otherwise every reload returns 422 for the next hour.
     Rails.cache.write(cache_key, result, expires_in: 1.hour) unless result[:error]
     result
   end
 
-  def summary_stats
-    params.require(:stats).permit(
-      conversations_handled: %i[current],
-      hours_saved: %i[current],
-      auto_resolution_rate: %i[current trend],
-      handoff_rate: %i[current trend],
-      reopen_rate: %i[current trend],
-      knowledge: %i[coverage approved documents]
-    ).to_h.deep_symbolize_keys
-  end
-
   def summary_cache_key(range)
     "captain_overview_summary/#{@assistant.id}/#{Current.user.id}/#{range}/#{Date.current}"
   end

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

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

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

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

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

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

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

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

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

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

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

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

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

@@ -1,8 +1,6 @@
 module Enterprise::Api::V1::Accounts::AgentsController
   def create
     super
-    return if @agent.blank?
-
     associate_agent_with_custom_role
   end
 

enterprise/app/controllers/twilio/voice_controller.rb

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

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/captain/assistant/session_capture_service.rb

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

enterprise/app/services/voice/inbound_call_builder.rb

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

enterprise/app/services/whatsapp/call_conversation_builder.rb

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

enterprise/app/services/whatsapp/call_permission_request_service.rb

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

enterprise/app/services/whatsapp/inbound_call_identity_builder.rb

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

enterprise/app/services/whatsapp/incoming_call_service.rb

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

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

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

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

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

enterprise/lib/captain/tools/handoff_tool.rb

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

lib/captain/overview_summary_service.rb

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