fix(automations): exclude private notes from the customer-unresponsive wait

# Pull Request Template

## Description

This PR fixes a crash where opening a conversation threw `TypeError:
Cannot read properties of null (reading 'localeCompare')` and prevented
the agent assignment dropdown from rendering.

Since #14866, agent bots are included in the assignable agents list.
`AgentBot#name` is not presence-validated, so system bots (account-less,
global) can have a `null` name. Those nameless bots flowed into
name-based operations that assumed a string, causing crashes and
warnings across multiple surfaces:

* **Assignment dropdown sort:** `getAgentsByAvailability` called
`a.name.localeCompare(b.name)`, causing a `localeCompare` `TypeError`.
* **Dropdown search:** `MultiselectDropdownItems` called
`option.name.toLowerCase()`, causing a `toLowerCase` `TypeError`.
* **Agent Bots settings:** `Avatar` received `name=null` for a `String`
prop, triggering a Vue prop validation warning.

### What changed

* Keep nameless agent bots in the assignment dropdown and render a `-`
fallback label in `useAgentsList`. These are still valid,
assignable-by-ID records: the assignable agents API includes accessible
bots, and `Conversations::AssignmentService` assigns them by ID.
Preserving them avoids hiding valid assignment targets. Bots are still
included only when `includeAgentBots` is enabled.
* Make the sort in `getAgentsByAvailability` null-safe by coercing
missing names to an empty string (defense in depth).
* Make the search filter in `MultiselectDropdownItems` null-safe
(defense in depth).
* Pass a null-safe `name` prop to `Avatar` in the Agent Bots settings
list to eliminate the Vue prop validation warning.

Fixes
https://linear.app/chatwoot/issue/CW-7670/agent-assignment-dropdown-crashes-with-cannot-read-properties-of-null

## Type of change

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

## How Has This Been Tested?


1. Have a system agent bot (`name: null`) that is assignable to an
inbox.
2. Open any conversation in that inbox.
   * The agent assignment dropdown renders without console errors.
   * The nameless bot is listed with a `-` label and can be assigned.
3. Go to **Settings → Agent Bots**.
   * The page renders without the `Avatar` prop validation warning.


## Checklist:

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

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

@@ -3,6 +3,7 @@ class Api::V1::Accounts::AutomationRulesController < Api::V1::Accounts::BaseCont
 
   before_action :check_authorization
   before_action :fetch_automation_rule, only: [:show, :update, :destroy, :clone]
+  before_action :ensure_execution_delay_allowed, only: [:create, :update]
 
   def index
     @automation_rules = Current.account.automation_rules
@@ -48,6 +49,9 @@ class Api::V1::Accounts::AutomationRulesController < Api::V1::Accounts::BaseCont
   def clone
     automation_rule = Current.account.automation_rules.find_by(id: params[:automation_rule_id])
     new_rule = automation_rule.dup
+    # dup copies execution_delay; drop it when the feature is off so clone can't create new
+    # delayed rules that create/update would reject.
+    new_rule.execution_delay = nil unless delayed_automations_enabled?
     new_rule.save!
     @automation_rule = new_rule
   end
@@ -55,13 +59,27 @@ class Api::V1::Accounts::AutomationRulesController < Api::V1::Accounts::BaseCont
   private
 
   def automation_rules_permit
+    permitted_attributes = [:name, :description, :event_name, :active]
+    permitted_attributes << :execution_delay if delayed_automations_enabled?
+
     params.permit(
-      :name, :description, :event_name, :active,
+      *permitted_attributes,
       conditions: [:attribute_key, :filter_operator, :query_operator, :custom_attribute_type, { values: [] }],
       actions: [:action_name, { action_params: [] }]
     )
   end
 
+  def ensure_execution_delay_allowed
+    return if delayed_automations_enabled?
+    return if params[:execution_delay].blank?
+
+    render json: { error: 'Delayed automations are not enabled for this account.' }, status: :unprocessable_entity
+  end
+
+  def delayed_automations_enabled?
+    Current.account.feature_enabled?('delayed_automations')
+  end
+
   def fetch_automation_rule
     @automation_rule = Current.account.automation_rules.find_by(id: params[:id])
   end

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

@@ -1,4 +1,5 @@
 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? }
@@ -18,6 +19,13 @@ 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,
@@ -44,8 +52,7 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
   def can_reconfigure_channel?
     channel = @inbox.channel
     return false unless channel.provider == 'whatsapp_cloud'
-
-    # Reconfiguring a live embedded-signup channel requires the feature flag.
+    return true if ChatwootApp.chatwoot_cloud?
     return Current.account.feature_enabled?('whatsapp_reconfigure') if channel.provider_config['source'] == 'embedded_signup'
 
     true

app/controllers/webhooks/whatsapp_controller.rb

@@ -47,18 +47,10 @@ class Webhooks::WhatsappController < ActionController::API
     metadata = params.dig(:entry, 0, :changes, 0, :value, :metadata)
     return if metadata.blank?
 
-    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}"
+    Whatsapp::WebhookChannelFinderService.new(
+      display_phone_number: metadata[:display_phone_number],
+      phone_number_id: metadata[:phone_number_id]
+    ).perform
   end
 
   def inactive_whatsapp_number?

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

@@ -0,0 +1,9 @@
+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

@@ -26,15 +26,18 @@ class CaptainAssistant extends ApiClient {
     });
   }
 
-  getStats({ assistantId, range }) {
-    return axios.get(`${this.url}/${assistantId}/stats`, {
+  getStats({ assistantId, range, signal }) {
+    const requestConfig = {
       params: { range, timezone_offset: getTimezoneOffset() },
-    });
+    };
+    if (signal) requestConfig.signal = signal;
+
+    return axios.get(`${this.url}/${assistantId}/stats`, requestConfig);
   }
 
-  getSummary({ assistantId, range }) {
+  getSummary({ assistantId, range, stats }) {
     return axios.get(`${this.url}/${assistantId}/summary`, {
-      params: { range, timezone_offset: getTimezoneOffset() },
+      params: { range, timezone_offset: getTimezoneOffset(), stats },
     });
   }
 

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

@@ -10,10 +10,13 @@ class WhatsappCallsAPI extends ApiClient {
     return axios.get(`${this.url}/${callId}`).then(r => r.data);
   }
 
-  initiate(conversationId, sdpOffer) {
+  // Either conversationId, or contactId + inboxId to let the BE resolve the conversation.
+  initiate({ conversationId, contactId, inboxId }, 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/components-next/Calls/CallListItem.vue

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

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

@@ -16,7 +16,6 @@ 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';
@@ -83,39 +82,18 @@ 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) => {
-  // 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);
+  const response = await whatsappCallSession.initiateOutboundCall(
+    conversationIdHint
+      ? { conversationId: conversationIdHint }
+      : { contactId: props.contactId, inboxId }
+  );
   // 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

@@ -234,6 +234,7 @@ 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

@@ -9,6 +9,7 @@ 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']);
@@ -45,7 +46,11 @@ 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 class="flex items-end justify-between gap-2">
+    <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">
       <span
         class="text-3xl font-semibold tracking-tight tabular-nums text-n-slate-12"
       >

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

@@ -9,6 +9,10 @@ const props = defineProps({
     type: String,
     default: '30',
   },
+  stats: {
+    type: Object,
+    default: null,
+  },
 });
 
 const route = useRoute();
@@ -20,22 +24,41 @@ 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,
     });
-    welcomeMarkdown.value = data.message ?? '';
+    message = data.message ?? '';
   } catch {
-    welcomeMarkdown.value = '';
-  } finally {
-    isLoading.value = false;
+    message = '';
   }
+
+  if (token !== fetchToken) return;
+  welcomeMarkdown.value = message;
+  isLoading.value = false;
 };
 
-watch([() => props.range, assistantId], fetchSummary, { immediate: true });
+watch([() => props.range, () => props.stats, 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/message/CaptainGenerationDetails.vue

@@ -0,0 +1,342 @@
+<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

@@ -2,6 +2,7 @@
 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';
@@ -9,16 +10,38 @@ import { useI18n } from 'vue-i18n';
 
 import MessageFormatter from 'shared/helpers/MessageFormatter.js';
 import { BUS_EVENTS } from 'shared/constants/busEvents';
-import { MESSAGE_VARIANTS, ORIENTATION } from '../constants';
+import { MESSAGE_VARIANTS, ORIENTATION, SENDER_TYPES } from '../constants';
 
 const props = defineProps({
   hideMeta: { type: Boolean, default: false },
 });
 
-const { variant, orientation, inReplyTo, shouldGroupWithNext } =
-  useMessageContext();
+const {
+  variant,
+  orientation,
+  inReplyTo,
+  shouldGroupWithNext,
+  id,
+  sender,
+  senderType,
+} = 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]:
@@ -114,16 +137,21 @@ const replyToPreview = computed(() => {
       />
     </div>
     <slot />
-    <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"
-    />
+    <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>
   </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.value
-      );
+      const response = await whatsappCallSession.initiateOutboundCall({
+        conversationId: 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

@@ -1,7 +1,11 @@
 <script setup>
 import { ref, computed, watch, nextTick } from 'vue';
 import { vOnClickOutside } from '@vueuse/components';
-import { useBreakpoints, breakpointsTailwind } from '@vueuse/core';
+import {
+  useBreakpoints,
+  breakpointsTailwind,
+  useEventListener,
+} from '@vueuse/core';
 import { useDropdownPosition } from 'dashboard/composables/useDropdownPosition';
 import { useKeyboardEvents } from 'dashboard/composables/useKeyboardEvents';
 import TeleportWithDirection from 'dashboard/components-next/TeleportWithDirection.vue';
@@ -16,6 +20,10 @@ const props = defineProps({
     type: Boolean,
     default: false,
   },
+  closeOnScroll: {
+    type: Boolean,
+    default: true,
+  },
   showContentBorder: {
     type: Boolean,
     default: true,
@@ -41,8 +49,12 @@ 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();
@@ -56,6 +68,22 @@ 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/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(
-      props.chat.id
-    );
+    const response = await whatsappCallSession.initiateOutboundCall({
+      conversationId: 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 { 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';
+import { beforeEach, describe, expect, it, vi } from 'vitest';
+import { ref } from 'vue';
+import { useAgentsList } from '../useAgentsList';
+import { allAgentsData, formattedAgentsData } from './fixtures/agentFixtures';
 
 // Mock vue-i18n
 vi.mock('vue-i18n', () => ({
@@ -94,6 +94,32 @@ 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.
@@ -53,7 +53,11 @@ export function useAgentsList(
    * @type {import('vue').ComputedRef<Array>}
    */
   const agentsList = computed(() => {
-    const agents = assignableAgents.value || [];
+    const agents = (assignableAgents.value || []).map(agent =>
+      !agent.name && agent.assignee_type === 'AgentBot'
+        ? { ...agent, name: '-' }
+        : agent
+    );
     const agentsByUpdatedPresence = getAgentsByUpdatedPresence(
       agents,
       currentUser.value,

app/javascript/dashboard/composables/useWhatsappCallSession.js

@@ -308,7 +308,8 @@ export function useWhatsappCallSession() {
     }
   };
 
-  const initiateOutboundCall = async conversationId => {
+  // target: { conversationId } or { contactId, inboxId }
+  const initiateOutboundCall = async target => {
     // 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
@@ -320,10 +321,7 @@ export function useWhatsappCallSession() {
     isInitiatingOutbound.value = true;
     try {
       const sdpOffer = await prepareOutboundOffer();
-      const response = await WhatsappCallsAPI.initiate(
-        conversationId,
-        sdpOffer
-      );
+      const response = await WhatsappCallsAPI.initiate(target, sdpOffer);
       if (response?.id) {
         activeCallId = response.id;
         // A connect webhook that raced ahead of this response was buffered;
@@ -354,7 +352,7 @@ 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 };
+        return { status: data.status, conversation_id: data.conversation_id };
       }
       throw e;
     } finally {

app/javascript/dashboard/featureFlags.js

@@ -7,14 +7,14 @@ export const FEATURE_FLAGS = {
   AUTOMATIONS: 'automations',
   CAMPAIGNS: 'campaigns',
   WHATSAPP_CAMPAIGNS: 'whatsapp_campaign',
-  WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION:
-    'whatsapp_embedded_signup_inbox_creation',
+  WHATSAPP_EMBEDDED_SIGNUP_FLOW: 'whatsapp_embedded_signup_inbox_creation',
   WHATSAPP_MANUAL_TRANSFER: 'whatsapp_manual_transfer',
   WHATSAPP_RECONFIGURE: 'whatsapp_reconfigure',
   CANNED_RESPONSES: 'canned_responses',
   CRM: 'crm',
   CUSTOM_ATTRIBUTES: 'custom_attributes',
   DATA_IMPORT: 'data_import',
+  DELAYED_AUTOMATIONS: 'delayed_automations',
   API_AND_WEBHOOKS: 'api_and_webhooks',
   INBOX_MANAGEMENT: 'inbox_management',
   INTEGRATIONS: 'integrations',

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/automationHelper.js

@@ -208,6 +208,12 @@ export const generateAutomationPayload = payload => {
   return automation;
 };
 
+export const formatDelay = minutes => {
+  if (minutes % 1440 === 0) return `${minutes / 1440}d`;
+  if (minutes % 60 === 0) return `${minutes / 60}h`;
+  return `${minutes}m`;
+};
+
 export const isCustomAttribute = (attrs, key) => {
   return attrs.find(attr => attr.key === key);
 };

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

@@ -26,6 +26,18 @@ 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/i18n/locale/en/automation.json

@@ -28,6 +28,35 @@
           "PLACEHOLDER": "Please select one",
           "ERROR": "Event is required"
         },
+        "EXECUTE": {
+          "LABEL": "Delayed execution",
+          "AFTER_DELAY": "Run after",
+          "UNITS": {
+            "MINUTES": "Minutes",
+            "HOURS": "Hours",
+            "DAYS": "Days"
+          },
+          "ERROR": "Delay must be between 10 minutes and 30 days",
+          "ENDS_IF_LABEL": "Won't run if",
+          "ENDS_IF": {
+            "STATUS": "the conversation's status changes, or its conditions no longer match.",
+            "CUSTOMER_REPLY": "the customer replies, or the conditions no longer match.",
+            "AGENT_REPLY": "an agent replies, or the conditions no longer match.",
+            "GENERIC": "there is a new reply on the conversation, or the conditions no longer match."
+          },
+          "HELP_TEXT": "Only applies to conversations with activity after the rule is created."
+        },
+        "TRIGGER": {
+          "LABEL": "Trigger",
+          "WHEN_LABEL": "When",
+          "STATUS_LABEL": "Status is",
+          "INBOX_LABEL": "Inbox",
+          "OPTIONS": {
+            "CUSTOMER_UNRESPONSIVE": "Customer unresponsive",
+            "AGENT_UNRESPONSIVE": "Teammate unresponsive",
+            "CONVERSATION_STATUS": "Conversation in a status"
+          }
+        },
         "CONDITIONS": {
           "LABEL": "Conditions"
         },
@@ -49,7 +78,13 @@
         "CREATED_ON": "Created on",
         "ACTIONS": "Actions"
       },
-      "404": "No automation rules found"
+      "404": "No automation rules found",
+      "SECTIONS": {
+        "INSTANT": "Automations",
+        "DELAYED": "Delayed execution"
+      },
+      "DELAY_BADGE": "Runs after {delay}",
+      "DELAY_DISABLED_BANNER": "Delayed execution is disabled for this account. Delayed rules won't run until it is enabled again."
     },
     "DELETE": {
       "TITLE": "Delete Automation Rule",

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

@@ -72,6 +72,20 @@
     "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/routes/dashboard/calls/pages/CallsIndex.vue

@@ -1,5 +1,6 @@
 <script setup>
-import { computed, ref, watch } from 'vue';
+import { computed, ref, watch, onMounted } from 'vue';
+import { until } from '@vueuse/core';
 import { useI18n } from 'vue-i18n';
 import { useRoute, useRouter } from 'vue-router';
 import { useMapGetter, useStore } from 'dashboard/composables/store';
@@ -49,7 +50,9 @@ const isVoiceEnabled = computed(
 const calls = computed(() => callHistoryStore.records);
 const meta = computed(() => callHistoryStore.meta);
 const isFetching = computed(() => callHistoryStore.uiFlags.isFetching);
-const inboxesUiFlags = useMapGetter('inboxes/getUIFlags');
+const accountUiFlags = useMapGetter('accounts/getUIFlags');
+
+const isInitializing = ref(true);
 
 // Filters are seeded from the URL so a shared link restores the same view.
 const activity = ref(
@@ -98,20 +101,25 @@ const onPageChange = page => {
   fetchCalls();
 };
 
-// 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();
+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;
+  }
 });
 </script>
 
 <template>
   <div
-    v-if="inboxesUiFlags.isFetching"
+    v-if="isInitializing"
     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, ref, watch } from 'vue';
+import { computed, onUnmounted, ref, watch } from 'vue';
 import { useI18n } from 'vue-i18n';
 import { useRoute } from 'vue-router';
 import { FEATURE_FLAGS } from 'dashboard/featureFlags';
@@ -27,19 +27,49 @@ const selectedRange = ref('this_month');
 
 const assistantId = computed(() => route.params.assistantId);
 const stats = ref(null);
+const isFetching = ref(false);
+
+// Increments on every fetch so a response (or retry) from a superseded
+// range/assistant can't clobber the latest request's state.
+let fetchToken = 0;
+let abortController = null;
 
 const fetchStats = async () => {
-  try {
-    const { data } = await CaptainAssistant.getStats({
+  fetchToken += 1;
+  const token = fetchToken;
+  abortController?.abort();
+  abortController = new AbortController();
+  const { signal } = abortController;
+  stats.value = null;
+  isFetching.value = true;
+
+  const requestStats = () =>
+    CaptainAssistant.getStats({
       assistantId: assistantId.value,
       range: selectedRange.value,
+      signal,
     });
-    stats.value = data;
+
+  let data = null;
+  try {
+    ({ data } = await requestStats());
   } catch {
-    stats.value = null;
+    // One silent retry before giving up, unless the request was aborted.
+    try {
+      if (token === fetchToken && !signal.aborted)
+        ({ data } = await requestStats());
+    } catch {
+      data = null;
+    }
   }
+
+  if (token !== fetchToken || signal.aborted) return;
+  stats.value = data;
+  isFetching.value = false;
 };
 
+onUnmounted(() => abortController?.abort());
+
 watch([selectedRange, assistantId], fetchStats, { immediate: true });
 
 // `direction` says whether a rising trend is good ('up'), bad ('down'), or
@@ -156,7 +186,7 @@ const closeDrilldown = () => {
 
         <CoverageBanner :knowledge="stats?.knowledge" />
 
-        <WelcomeCard :range="selectedRange" />
+        <WelcomeCard :range="selectedRange" :stats="stats" />
 
         <div
           class="grid grid-cols-1 gap-px overflow-hidden border rounded-xl sm:grid-cols-2 lg:grid-cols-3 bg-n-weak border-n-weak"
@@ -169,7 +199,8 @@ const closeDrilldown = () => {
             :trend="metric.trend"
             :hint="metric.hint"
             :trend-good="metric.trendGood"
-            :clickable="canDrilldown && Boolean(metric.metric)"
+            :loading="isFetching"
+            :clickable="canDrilldown && Boolean(metric.metric) && !isFetching"
             @click="openDrilldown(metric)"
           />
         </div>

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

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

@@ -10,6 +10,7 @@ const START_VALUE = {
   name: null,
   description: null,
   event_name: 'conversation_created',
+  execution_delay: null,
   conditions: [
     {
       attribute_key: 'status',

app/javascript/dashboard/routes/dashboard/settings/automation/AutomationRuleForm.vue

@@ -6,6 +6,11 @@ import { useOperators } from 'dashboard/components-next/filter/operators';
 import ConditionRow from 'dashboard/components-next/filter/ConditionRow.vue';
 import AutomationActionInput from 'dashboard/components/widgets/AutomationActionInput.vue';
 import NextButton from 'dashboard/components-next/button/Button.vue';
+import ToggleSwitch from 'dashboard/components-next/switch/Switch.vue';
+import FilterSelect from 'dashboard/components-next/filter/inputs/FilterSelect.vue';
+import MultiSelect from 'dashboard/components-next/filter/inputs/MultiSelect.vue';
+import DurationInput from 'dashboard/components-next/input/DurationInput.vue';
+import { DURATION_UNITS } from 'dashboard/components-next/input/constants';
 import Dialog from 'dashboard/components-next/dialog/Dialog.vue';
 import {
   generateAutomationPayload,
@@ -14,6 +19,7 @@ import {
   showActionInput,
 } from 'dashboard/helper/automationHelper';
 import { validateAutomation } from 'dashboard/helper/validations';
+import { FEATURE_FLAGS } from 'dashboard/featureFlags';
 import { AUTOMATION_RULE_EVENTS, AUTOMATION_ACTION_TYPES } from './constants';
 
 const props = defineProps({
@@ -71,6 +77,28 @@ const INPUT_TYPE_MAP = {
   date: 'date',
 };
 
+const DEFAULT_DELAY_MINUTES = 240; // 4 hours
+const MIN_DELAY_MINUTES = 10;
+const MAX_DELAY_MINUTES = 43200; // 30 days
+// A delayed rule is expressed as one meaningful trigger instead of a raw event + conditions. Each
+// trigger maps to the automation's event_name plus a preset condition: message_type for the two
+// unresponsive cases (reply-chase / awaiting-agent), or a chosen status for conversation_updated.
+const DELAYED_TRIGGERS = [
+  { key: 'conversation_status', eventName: 'conversation_updated' },
+  {
+    key: 'customer_unresponsive',
+    eventName: 'message_created',
+    messageType: 'outgoing',
+  },
+  {
+    key: 'agent_unresponsive',
+    eventName: 'message_created',
+    messageType: 'incoming',
+  },
+];
+const DEFAULT_TRIGGER = DELAYED_TRIGGERS[0].key;
+const DEFAULT_TRIGGER_STATUS = 'pending';
+
 const { t } = useI18n();
 const { isCloudFeatureEnabled } = useAccount();
 const { operators } = useOperators();
@@ -78,6 +106,7 @@ const { operators } = useOperators();
 const dialogRef = ref(null);
 const conditionsRef = useTemplateRef('conditionsRef');
 const errors = ref({});
+const isDelayed = ref(false);
 
 const isEditMode = computed(() => props.mode === 'edit');
 
@@ -184,6 +213,172 @@ const hasActionErrors = computed(() =>
   Object.keys(errors.value).some(key => key.startsWith('action_'))
 );
 
+const allowsDelayedExecution = computed(() =>
+  isCloudFeatureEnabled(FEATURE_FLAGS.DELAYED_AUTOMATIONS)
+);
+
+// Trigger controls for the delayed flow. They own event_name + conditions while the wait is on.
+// selectedTrigger / triggerStatus are plain values (FilterSelect); triggerInboxes is an array of
+// { id, name } (MultiSelect) — empty means the rule applies to every inbox.
+const selectedTrigger = ref(DEFAULT_TRIGGER);
+const triggerStatus = ref(DEFAULT_TRIGGER_STATUS);
+const triggerInboxes = ref([]);
+
+const isStatusTrigger = computed(
+  () => selectedTrigger.value === 'conversation_status'
+);
+
+// FilterSelect expects { label, value }.
+const statusSelectOptions = computed(() =>
+  (props.getConditionDropdownValues('status') || [])
+    .filter(option => option.id !== 'all')
+    .map(option => ({ value: option.id, label: option.name }))
+);
+
+const triggerSelectOptions = computed(() =>
+  DELAYED_TRIGGERS.map(trigger => ({
+    value: trigger.key,
+    label: t(
+      `AUTOMATION.ADD.FORM.TRIGGER.OPTIONS.${trigger.key.toUpperCase()}`
+    ),
+  }))
+);
+
+// MultiSelect expects (and returns) { id, name } options.
+const inboxOptions = computed(
+  () => props.getConditionDropdownValues('inbox_id') || []
+);
+
+// What ends the wait, mirroring the backend episode that arms the rule. Shown to the user so
+// they can predict when the rule runs. Conversation rules key on status; message rules key on
+// the reply that ends the wait (customer reply for outgoing, agent reply for incoming).
+const waitEndsKey = computed(() => {
+  if (eventName.value !== 'message_created') return 'STATUS';
+  const messageType = (automation.value?.conditions || []).find(
+    condition => condition.attribute_key === 'message_type'
+  );
+  const raw = Array.isArray(messageType?.values)
+    ? messageType.values[0]
+    : messageType?.values;
+  // Raw create-mode values are strings ('outgoing'); edit-mode values are option objects.
+  const value = raw && typeof raw === 'object' ? raw.id : raw;
+  if (value === 'outgoing') return 'CUSTOMER_REPLY';
+  if (value === 'incoming') return 'AGENT_REPLY';
+  return 'GENERIC';
+});
+
+// DurationInput holds the wait in minutes and clamps to [MIN, MAX]; the unit is display-only.
+const delayMinutes = ref(DEFAULT_DELAY_MINUTES);
+const delayUnit = ref(DURATION_UNITS.HOURS);
+
+const executionDelayInvalid = computed(
+  () => isDelayed.value && !Number.isFinite(delayMinutes.value)
+);
+
+// Show the wait in the largest whole unit (240 min → 4 hours). Passed in by open() rather than
+// read from `automation`, whose model prop only settles a tick later.
+const syncDelayFromDelay = delay => {
+  isDelayed.value = Boolean(delay);
+  const minutes = delay || DEFAULT_DELAY_MINUTES;
+  if (minutes % 1440 === 0) delayUnit.value = DURATION_UNITS.DAYS;
+  else if (minutes % 60 === 0) delayUnit.value = DURATION_UNITS.HOURS;
+  else delayUnit.value = DURATION_UNITS.MINUTES;
+  delayMinutes.value = minutes;
+};
+
+watch([isDelayed, delayMinutes], () => {
+  if (!automation.value || !allowsDelayedExecution.value) return;
+  automation.value.execution_delay = isDelayed.value
+    ? delayMinutes.value
+    : null;
+});
+
+const buildTriggerCondition = (attributeKey, values) => ({
+  attribute_key: attributeKey,
+  filter_operator: 'equal_to',
+  values,
+  query_operator: 'and',
+  custom_attribute_type: '',
+});
+
+// Write the selected trigger (plus optional inbox scope) onto the rule's event_name + conditions.
+const applyDelayedTrigger = () => {
+  const trigger = DELAYED_TRIGGERS.find(
+    item => item.key === selectedTrigger.value
+  );
+  if (!automation.value || !trigger) return;
+  automation.value.event_name = trigger.eventName;
+  const conditions = [
+    trigger.messageType
+      ? buildTriggerCondition('message_type', trigger.messageType)
+      : buildTriggerCondition('status', triggerStatus.value),
+  ];
+  // A private note is an outgoing message, so without this an internal note would read as a reply
+  // and arm the customer-unresponsive wait. Incoming messages are never private.
+  if (trigger.messageType === 'outgoing') {
+    conditions.push(buildTriggerCondition('private_note', [false]));
+  }
+  if (triggerInboxes.value.length) {
+    conditions.push(
+      buildTriggerCondition(
+        'inbox_id',
+        triggerInboxes.value.map(inbox => inbox.id)
+      )
+    );
+  }
+  automation.value.conditions = conditions;
+};
+
+// A single value is a raw string in create mode and an option object ({ id }) after edit-mode
+// formatting; return its plain value either way.
+const rawConditionValue = condition => {
+  const raw = Array.isArray(condition?.values)
+    ? condition.values[0]
+    : condition?.values;
+  return raw && typeof raw === 'object' ? raw.id : raw;
+};
+
+// Populate the trigger controls from an existing delayed rule when editing.
+const hydrateTriggerFromAutomation = () => {
+  const conditions = automation.value?.conditions || [];
+  const byKey = key => conditions.find(c => c.attribute_key === key);
+  const messageType = rawConditionValue(byKey('message_type'));
+  if (messageType === 'incoming') selectedTrigger.value = 'agent_unresponsive';
+  else if (messageType === 'outgoing')
+    selectedTrigger.value = 'customer_unresponsive';
+  else {
+    selectedTrigger.value = 'conversation_status';
+    triggerStatus.value =
+      rawConditionValue(byKey('status')) || DEFAULT_TRIGGER_STATUS;
+  }
+  const inboxValues = byKey('inbox_id')?.values || [];
+  const inboxIds = inboxValues.map(value =>
+    value && typeof value === 'object' ? value.id : value
+  );
+  triggerInboxes.value = inboxOptions.value.filter(inbox =>
+    inboxIds.includes(inbox.id)
+  );
+};
+
+// Turning the wait on (create) sets the default trigger's event + conditions.
+watch(isDelayed, delayed => {
+  if (delayed && automation.value && !isEditMode.value) applyDelayedTrigger();
+});
+
+// Any trigger-control change re-derives event_name + conditions. After hydration this simply
+// re-writes the same values, so it stays idempotent (no reference change → no loop).
+watch([selectedTrigger, triggerStatus, triggerInboxes], () => {
+  if (isDelayed.value) applyDelayedTrigger();
+});
+
+// Opening an existing delayed rule mirrors its event/conditions into the trigger controls.
+watch(
+  () => automation.value,
+  () => {
+    if (isDelayed.value && automation.value) hydrateTriggerFromAutomation();
+  }
+);
+
 watch(
   () => automation.value,
   () => {
@@ -216,8 +411,9 @@ const syncCustomAttributeTypes = () => {
   });
 };
 
-const open = () => {
+const open = (executionDelay = null) => {
   resetValidation();
+  syncDelayFromDelay(executionDelay);
   dialogRef.value?.open();
 };
 
@@ -230,8 +426,13 @@ const emitSaveAutomation = () => {
   syncCustomAttributeTypes();
   const conditionsValid = isConditionsValid();
   errors.value = validateAutomation(automation.value);
+  if (allowsDelayedExecution.value && executionDelayInvalid.value) {
+    errors.value.execution_delay = true;
+  }
   if (Object.keys(errors.value).length === 0 && conditionsValid) {
     const payload = generateAutomationPayload(automation.value);
+    // The API rejects the param when the feature is off; existing values are kept server-side.
+    if (!allowsDelayedExecution.value) delete payload.execution_delay;
     emit('save', payload, props.mode);
   }
 };
@@ -266,84 +467,163 @@ defineExpose({ open, close });
         :error="errors.description ? $t('AUTOMATION.ADD.FORM.DESC.ERROR') : ''"
         :placeholder="$t('AUTOMATION.ADD.FORM.DESC.PLACEHOLDER')"
       />
-      <div class="mb-6">
-        <label :class="{ error: errors.event_name }">
-          {{ $t('AUTOMATION.ADD.FORM.EVENT.LABEL') }}
-          <select
-            v-model="automation.event_name"
-            class="m-0"
-            @change="onEventChange()"
-          >
-            <option
-              v-for="event in automationRuleEvents"
-              :key="event.key"
-              :value="event.key"
-            >
-              {{ event.value }}
-            </option>
-          </select>
-          <span v-if="errors.event_name" class="message">
-            {{ $t('AUTOMATION.ADD.FORM.EVENT.ERROR') }}
+      <!-- Wait Start (choose the delay first, then the trigger) -->
+      <div v-if="allowsDelayedExecution" class="mb-6">
+        <div class="flex items-center justify-between gap-4">
+          <label class="mb-0" :class="{ error: errors.execution_delay }">
+            {{ $t('AUTOMATION.ADD.FORM.EXECUTE.LABEL') }}
+          </label>
+          <ToggleSwitch v-model="isDelayed" />
+        </div>
+        <div v-if="isDelayed" class="flex flex-wrap items-center gap-2 mt-2">
+          <span class="text-sm text-n-slate-11">
+            {{ $t('AUTOMATION.ADD.FORM.EXECUTE.AFTER_DELAY') }}
           </span>
-        </label>
-        <p
-          v-if="!isEditMode && hasAutomationMutated"
-          class="text-xs text-right text-n-teal-10 pt-1"
-        >
-          {{ $t('AUTOMATION.FORM.RESET_MESSAGE') }}
-        </p>
-      </div>
-      <!-- Conditions Start -->
-      <section class="mb-5">
-        <label>
-          {{ $t('AUTOMATION.ADD.FORM.CONDITIONS.LABEL') }}
-        </label>
-        <ul
-          class="grid gap-4 list-none p-3 mb-4 outline outline-1 rounded-xl -outline-offset-1"
-          :class="
-            hasConditionErrors
-              ? 'outline-n-ruby-5 bg-n-ruby-2/50'
-              : 'outline-n-weak dark:outline-n-strong'
-          "
-        >
-          <template v-for="(condition, i) in automation.conditions" :key="i">
-            <ConditionRow
-              v-if="i === 0"
-              ref="conditionsRef"
-              v-model:attribute-key="automation.conditions[i].attribute_key"
-              v-model:filter-operator="automation.conditions[i].filter_operator"
-              v-model:values="automation.conditions[i].values"
-              :filter-types="filterTypes"
-              :show-query-operator="false"
-              @remove="removeFilter(i)"
-            />
-            <ConditionRow
-              v-else
-              ref="conditionsRef"
-              v-model:attribute-key="automation.conditions[i].attribute_key"
-              v-model:filter-operator="automation.conditions[i].filter_operator"
-              v-model:query-operator="
-                automation.conditions[i - 1].query_operator
-              "
-              v-model:values="automation.conditions[i].values"
-              :filter-types="filterTypes"
-              show-query-operator
-              @remove="removeFilter(i)"
-            />
-          </template>
-          <div>
-            <NextButton
-              icon="i-lucide-plus"
-              blue
-              faded
-              sm
-              :label="$t('AUTOMATION.ADD.CONDITION_BUTTON_LABEL')"
-              @click="appendNewCondition"
+          <div class="flex items-center gap-2 w-64">
+            <DurationInput
+              v-model="delayMinutes"
+              v-model:unit="delayUnit"
+              :min="MIN_DELAY_MINUTES"
+              :max="MAX_DELAY_MINUTES"
             />
           </div>
-        </ul>
-      </section>
-      <!-- Conditions End -->
+        </div>
+        <span
+          v-if="isDelayed && executionDelayInvalid"
+          class="text-xs text-n-ruby-9"
+        >
+          {{ $t('AUTOMATION.ADD.FORM.EXECUTE.ERROR') }}
+        </span>
+      </div>
+      <!-- Wait End -->
+      <!-- Delayed trigger: a curated event + condition, in place of raw Event/Conditions -->
+      <div v-if="isDelayed" class="mb-6">
+        <label class="mb-1">
+          {{ $t('AUTOMATION.ADD.FORM.TRIGGER.LABEL') }}
+        </label>
+        <div
+          class="flex flex-col gap-3 p-4 outline outline-1 -outline-offset-1 rounded-xl outline-n-weak dark:outline-n-strong"
+        >
+          <div class="flex items-center gap-3 min-h-8">
+            <span class="w-20 shrink-0 text-sm text-n-slate-11">
+              {{ $t('AUTOMATION.ADD.FORM.TRIGGER.WHEN_LABEL') }}
+            </span>
+            <FilterSelect
+              v-model="selectedTrigger"
+              :options="triggerSelectOptions"
+            />
+          </div>
+          <div v-if="isStatusTrigger" class="flex items-center gap-3 min-h-8">
+            <span class="w-20 shrink-0 text-sm text-n-slate-11">
+              {{ $t('AUTOMATION.ADD.FORM.TRIGGER.STATUS_LABEL') }}
+            </span>
+            <FilterSelect
+              v-model="triggerStatus"
+              :options="statusSelectOptions"
+            />
+          </div>
+          <div class="flex items-center gap-3 min-h-8">
+            <span class="w-20 shrink-0 text-sm text-n-slate-11">
+              {{ $t('AUTOMATION.ADD.FORM.TRIGGER.INBOX_LABEL') }}
+            </span>
+            <MultiSelect v-model="triggerInboxes" :options="inboxOptions" />
+          </div>
+        </div>
+        <p class="text-xs text-n-slate-11 pt-2 mb-0">
+          <span class="text-n-slate-12 font-medium">
+            {{ $t('AUTOMATION.ADD.FORM.EXECUTE.ENDS_IF_LABEL') }}
+          </span>
+          {{ $t(`AUTOMATION.ADD.FORM.EXECUTE.ENDS_IF.${waitEndsKey}`) }}
+        </p>
+        <p class="text-xs text-n-slate-11 pt-1 mb-0">
+          {{ $t('AUTOMATION.ADD.FORM.EXECUTE.HELP_TEXT') }}
+        </p>
+      </div>
+      <!-- Instant flow: raw Event + Conditions -->
+      <template v-else>
+        <div class="mb-6">
+          <label :class="{ error: errors.event_name }">
+            {{ $t('AUTOMATION.ADD.FORM.EVENT.LABEL') }}
+            <select
+              v-model="automation.event_name"
+              class="m-0"
+              @change="onEventChange()"
+            >
+              <option
+                v-for="event in automationRuleEvents"
+                :key="event.key"
+                :value="event.key"
+              >
+                {{ event.value }}
+              </option>
+            </select>
+            <span v-if="errors.event_name" class="message">
+              {{ $t('AUTOMATION.ADD.FORM.EVENT.ERROR') }}
+            </span>
+          </label>
+          <p
+            v-if="!isEditMode && hasAutomationMutated"
+            class="text-xs text-right text-n-teal-10 pt-1"
+          >
+            {{ $t('AUTOMATION.FORM.RESET_MESSAGE') }}
+          </p>
+        </div>
+        <!-- Conditions Start -->
+        <section class="mb-5">
+          <label>
+            {{ $t('AUTOMATION.ADD.FORM.CONDITIONS.LABEL') }}
+          </label>
+          <ul
+            class="grid gap-4 list-none p-3 mb-4 outline outline-1 rounded-xl -outline-offset-1"
+            :class="
+              hasConditionErrors
+                ? 'outline-n-ruby-5 bg-n-ruby-2/50'
+                : 'outline-n-weak dark:outline-n-strong'
+            "
+          >
+            <template v-for="(condition, i) in automation.conditions" :key="i">
+              <ConditionRow
+                v-if="i === 0"
+                ref="conditionsRef"
+                v-model:attribute-key="automation.conditions[i].attribute_key"
+                v-model:filter-operator="
+                  automation.conditions[i].filter_operator
+                "
+                v-model:values="automation.conditions[i].values"
+                :filter-types="filterTypes"
+                :show-query-operator="false"
+                @remove="removeFilter(i)"
+              />
+              <ConditionRow
+                v-else
+                ref="conditionsRef"
+                v-model:attribute-key="automation.conditions[i].attribute_key"
+                v-model:filter-operator="
+                  automation.conditions[i].filter_operator
+                "
+                v-model:query-operator="
+                  automation.conditions[i - 1].query_operator
+                "
+                v-model:values="automation.conditions[i].values"
+                :filter-types="filterTypes"
+                show-query-operator
+                @remove="removeFilter(i)"
+              />
+            </template>
+            <div>
+              <NextButton
+                icon="i-lucide-plus"
+                blue
+                faded
+                sm
+                :label="$t('AUTOMATION.ADD.CONDITION_BUTTON_LABEL')"
+                @click="appendNewCondition"
+              />
+            </div>
+          </ul>
+        </section>
+        <!-- Conditions End -->
+      </template>
       <!-- Actions Start -->
       <section>
         <label>

app/javascript/dashboard/routes/dashboard/settings/automation/AutomationRuleRow.vue

@@ -1,6 +1,7 @@
 <script setup>
 import { computed } from 'vue';
 import { messageStamp } from 'shared/helpers/timeHelper';
+import { formatDelay } from 'dashboard/helper/automationHelper';
 import Button from 'dashboard/components-next/button/Button.vue';
 import ToggleSwitch from 'dashboard/components-next/switch/Switch.vue';
 import { BaseTableRow, BaseTableCell } from 'dashboard/components-next/table';
@@ -43,6 +44,16 @@ const automationActive = computed({
           <span class="text-body-main text-n-slate-12 truncate">
             {{ automation.name }}
           </span>
+          <span
+            v-if="automation.execution_delay"
+            class="text-xs px-1.5 py-0.5 rounded-md bg-n-alpha-2 text-n-slate-11 whitespace-nowrap flex-shrink-0"
+          >
+            {{
+              $t('AUTOMATION.LIST.DELAY_BADGE', {
+                delay: formatDelay(automation.execution_delay),
+              })
+            }}
+          </span>
           <div class="w-px h-3 rounded-lg bg-n-weak flex-shrink-0" />
           <span class="text-body-main text-n-slate-11 truncate">
             {{ automation.description }}

app/javascript/dashboard/routes/dashboard/settings/automation/EditAutomationRule.vue

@@ -34,29 +34,33 @@ const {
 
 const { formatAutomation } = useEditableAutomation();
 
-const open = () => formRef.value?.open();
+const syncAutomationFromSelected = (source = props.selectedResponse) => {
+  if (!source?.conditions) return;
+
+  manifestCustomAttributes();
+  automation.value = formatAutomation(
+    source,
+    allCustomAttributes.value,
+    automationTypes,
+    AUTOMATION_ACTION_TYPES
+  );
+};
+
+// Format from the rule passed to open(): the prop updates a tick later, so at open() time
+// automation still holds the previously selected rule (its execution_delay hydrates the form).
+const open = rule => {
+  syncAutomationFromSelected(rule);
+  formRef.value?.open(rule?.execution_delay);
+};
 const close = () => formRef.value?.close();
 
 const onSave = (payload, mode) => {
   emit('saveAutomation', payload, mode);
 };
 
-watch(
-  () => props.selectedResponse,
-  value => {
-    if (!value?.conditions) return;
-
-    manifestCustomAttributes();
-
-    automation.value = formatAutomation(
-      value,
-      allCustomAttributes.value,
-      automationTypes,
-      AUTOMATION_ACTION_TYPES
-    );
-  },
-  { immediate: true }
-);
+watch(() => props.selectedResponse, syncAutomationFromSelected, {
+  immediate: true,
+});
 
 defineExpose({ open, close });
 </script>

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

@@ -35,6 +35,31 @@ const filteredRecords = computed(() => {
   if (!query) return records.value;
   return picoSearch(records.value, query, ['name', 'description']);
 });
+
+// Delayed (wait) rules run on a different lifecycle, so list them in their own section.
+const hasDelayedRecords = computed(() =>
+  records.value.some(automation => automation.execution_delay)
+);
+
+const sections = computed(() => {
+  const instant = [];
+  const delayed = [];
+  filteredRecords.value.forEach(automation =>
+    (automation.execution_delay ? delayed : instant).push(automation)
+  );
+  return [
+    {
+      key: 'instant',
+      label: t('AUTOMATION.LIST.SECTIONS.INSTANT'),
+      items: instant,
+    },
+    {
+      key: 'delayed',
+      label: t('AUTOMATION.LIST.SECTIONS.DELAYED'),
+      items: delayed,
+    },
+  ].filter(section => section.items.length);
+});
 const uiFlags = computed(() => getters['automations/getUIFlags'].value);
 const accountId = computed(() => getters.getCurrentAccountId.value);
 
@@ -52,6 +77,14 @@ const isSLAEnabled = computed(() =>
   getters['accounts/isFeatureEnabledonAccount'].value(accountId.value, 'sla')
 );
 
+const showDelayDisabledBanner = computed(
+  () =>
+    !getters['accounts/isFeatureEnabledonAccount'].value(
+      accountId.value,
+      'delayed_automations'
+    ) && records.value.some(automation => automation.execution_delay)
+);
+
 onMounted(() => {
   store.dispatch('inboxes/get');
   store.dispatch('agents/get');
@@ -74,7 +107,7 @@ const hideAddPopup = () => {
 
 const openEditPopup = response => {
   selectedAutomation.value = { ...response };
-  editDialogRef.value?.open();
+  editDialogRef.value?.open(response);
 };
 const hideEditPopup = () => {
   editDialogRef.value?.close();
@@ -128,11 +161,11 @@ const submitAutomation = async (payload, mode) => {
     hideAddPopup();
     hideEditPopup();
   } catch (error) {
-    const errorMessage =
+    const fallbackMessage =
       mode === 'edit'
         ? t('AUTOMATION.EDIT.API.ERROR_MESSAGE')
         : t('AUTOMATION.ADD.API.ERROR_MESSAGE');
-    useAlert(errorMessage);
+    useAlert(error?.response?.data?.error || fallbackMessage);
   }
 };
 const toggleAutomation = async ({ id, name, status }) => {
@@ -212,25 +245,49 @@ const tableHeaders = computed(() => {
       </BaseSettingsHeader>
     </template>
     <template #body>
+      <div
+        v-if="showDelayDisabledBanner"
+        class="px-4 py-3 mb-4 text-sm rounded-lg bg-n-amber-3 text-n-amber-12"
+      >
+        {{ $t('AUTOMATION.LIST.DELAY_DISABLED_BANNER') }}
+      </div>
+      <template v-if="filteredRecords.length">
+        <div
+          v-for="section in sections"
+          :key="section.key"
+          class="mb-6 last:mb-0"
+        >
+          <h4
+            v-if="hasDelayedRecords"
+            class="mb-2 text-sm font-medium text-n-slate-11"
+          >
+            {{ section.label }}
+          </h4>
+          <BaseTable :headers="tableHeaders" :items="section.items">
+            <template #row="{ items }">
+              <AutomationRuleRow
+                v-for="automation in items"
+                :key="automation.id"
+                :automation="automation"
+                :loading="loading[automation.id]"
+                @clone="cloneAutomation"
+                @toggle="toggleAutomation"
+                @edit="openEditPopup"
+                @delete="openDeletePopup"
+              />
+            </template>
+          </BaseTable>
+        </div>
+      </template>
       <BaseTable
+        v-else
         :headers="tableHeaders"
-        :items="filteredRecords"
+        :items="[]"
         :no-data-message="
           searchQuery ? $t('AUTOMATION.NO_RESULTS') : $t('AUTOMATION.LIST.404')
         "
       >
-        <template #row="{ items }">
-          <AutomationRuleRow
-            v-for="automation in items"
-            :key="automation.id"
-            :automation="automation"
-            :loading="loading[automation.id]"
-            @clone="cloneAutomation"
-            @toggle="toggleAutomation"
-            @edit="openEditPopup"
-            @delete="openDeletePopup"
-          />
-        </template>
+        <template #row />
       </BaseTable>
     </template>
 

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

@@ -390,6 +390,11 @@ 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

@@ -42,9 +42,7 @@ const shouldShowWhatsappEmbeddedSignup = computed(() => {
     selectedProvider.value === PROVIDER_TYPES.WHATSAPP &&
     hasWhatsappAppId.value &&
     (!isOnChatwootCloud.value ||
-      isCloudFeatureEnabled(
-        FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_INBOX_CREATION
-      ))
+      isCloudFeatureEnabled(FEATURE_FLAGS.WHATSAPP_EMBEDDED_SIGNUP_FLOW))
   );
 });
 

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

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

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

@@ -0,0 +1,62 @@
+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

@@ -50,6 +50,7 @@ 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';
@@ -115,6 +116,7 @@ export default createStore({
     teams,
     userNotificationSettings,
     webhooks,
+    captainAgentSessions,
     captainAssistants,
     captainDocuments,
     captainResponses,

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

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

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

@@ -53,7 +53,9 @@ 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/jobs/automation_rules/process_pending_execution_job.rb

@@ -0,0 +1,68 @@
+class AutomationRules::ProcessPendingExecutionJob < ApplicationJob
+  queue_as :medium
+
+  discard_on ActiveJob::DeserializationError
+
+  def perform(pending_execution)
+    return if delayed_automations_disabled?
+    # Account flag off pauses (not skips): leave the row pending so re-enabling resumes it.
+    return unless pending_execution.account.feature_enabled?('delayed_automations')
+    # Atomic claim: a duplicate enqueue (overlapping sweep or stale reclaim) loses here and returns.
+    return unless pending_execution.claim!
+
+    skip_reason = skip_reason_for(pending_execution)
+    return pending_execution.update!(status: :skipped, skip_reason: skip_reason) if skip_reason
+
+    execute(pending_execution)
+  rescue StandardError => e
+    # Row stays `processing`; the next sweep reclaims and retries it once the lock goes stale.
+    ChatwootExceptionTracker.new(e, account: pending_execution.account).capture_exception
+  end
+
+  private
+
+  def skip_reason_for(pending_execution)
+    return 'expired' if pending_execution.due_at < AutomationRulePendingExecution::DUE_WINDOW.ago
+
+    structural_skip_reason(pending_execution) || behavioral_skip_reason(pending_execution)
+  end
+
+  def structural_skip_reason(pending_execution)
+    rule = pending_execution.automation_rule
+    return 'rule_inactive' if rule.nil? || !rule.active?
+    return 'conversation_gone' if pending_execution.conversation.nil?
+
+    nil
+  end
+
+  def behavioral_skip_reason(pending_execution)
+    return 'episode_moved' unless pending_execution.episode_current?
+    return AutomationRulePendingExecution::CONDITIONS_CHANGED_SKIP unless conditions_still_match?(pending_execution)
+
+    nil
+  end
+
+  def conditions_still_match?(pending_execution)
+    AutomationRules::ConditionsFilterService.new(
+      pending_execution.automation_rule,
+      pending_execution.conversation,
+      { message: pending_execution.message }
+    ).perform.present?
+  end
+
+  # Marked before the actions run: a row that dies here stays `executing`, which no sweep reclaims,
+  # so a message/email/webhook is never sent twice. Everything up to this point is still retryable.
+  def execute(pending_execution)
+    pending_execution.update!(status: :executing)
+    AutomationRules::ActionService.new(
+      pending_execution.automation_rule,
+      pending_execution.account,
+      pending_execution.conversation
+    ).perform
+    pending_execution.update!(status: :executed)
+  end
+
+  def delayed_automations_disabled?
+    GlobalConfig.get('DISABLE_DELAYED_AUTOMATIONS')['DISABLE_DELAYED_AUTOMATIONS']
+  end
+end

app/jobs/automation_rules/resume_paused_executions_job.rb

@@ -0,0 +1,11 @@
+class AutomationRules::ResumePausedExecutionsJob < ApplicationJob
+  # Enqueued the moment the account flag flips back on, ahead of the next sweep, so overdue rows
+  # are rescheduled before that sweep's per-row jobs could mark them expired.
+  queue_as :medium
+
+  discard_on ActiveJob::DeserializationError
+
+  def perform(account)
+    AutomationRulePendingExecution.reschedule_paused(account)
+  end
+end

app/jobs/automation_rules/trigger_pending_executions_job.rb

@@ -0,0 +1,34 @@
+class AutomationRules::TriggerPendingExecutionsJob < ApplicationJob
+  queue_as :scheduled_jobs
+
+  DEFAULT_SWEEP_LIMIT = 1000
+
+  def perform
+    return if delayed_automations_disabled?
+
+    started_at = Time.current
+    purged = AutomationRulePendingExecution.purge_terminal!
+
+    rows = AutomationRulePendingExecution.sweepable.for_enabled_accounts.order(:due_at).limit(sweep_limit).to_a
+    rows.each { |row| AutomationRules::ProcessPendingExecutionJob.perform_later(row) }
+
+    log_summary(enqueued: rows.size, capped: rows.size >= sweep_limit, purged: purged,
+                abandoned: AutomationRulePendingExecution.abandoned.count, started_at: started_at)
+  end
+
+  private
+
+  def delayed_automations_disabled?
+    GlobalConfig.get('DISABLE_DELAYED_AUTOMATIONS')['DISABLE_DELAYED_AUTOMATIONS']
+  end
+
+  def sweep_limit
+    (InstallationConfig.find_by(name: 'AUTOMATION_PENDING_EXECUTIONS_SWEEP_LIMIT')&.value || DEFAULT_SWEEP_LIMIT).to_i
+  end
+
+  def log_summary(enqueued:, capped:, purged:, abandoned:, started_at:)
+    summary = { event: 'completed', enqueued: enqueued, capped: capped, purged: purged, abandoned: abandoned,
+                duration_ms: ((Time.current - started_at) * 1000).round }
+    Rails.logger.info("[AutomationRules::TriggerPendingExecutionsJob] #{summary.to_json}")
+  end
+end

app/jobs/trigger_scheduled_items_job.rb

@@ -19,6 +19,9 @@ class TriggerScheduledItemsJob < ApplicationJob
 
     # Job to sync whatsapp templates
     Channels::Whatsapp::TemplatesSyncSchedulerJob.perform_later
+
+    # Job to trigger pending executions
+    AutomationRules::TriggerPendingExecutionsJob.perform_later
   end
 end
 

app/jobs/webhooks/whatsapp_events_job.rb

@@ -153,11 +153,11 @@ class Webhooks::WhatsappEventsJob < MutexApplicationJob
   end
 
   def get_channel_from_wb_payload(wb_params)
-    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
+    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
   end
 end
 

app/listeners/automation_rule_listener.rb

@@ -30,7 +30,7 @@ class AutomationRuleListener < BaseListener
     rules.each do |rule|
       conditions_match = ::AutomationRules::ConditionsFilterService.new(rule, message.conversation,
                                                                         { message: message, changed_attributes: changed_attributes }).perform
-      ::AutomationRules::ActionService.new(rule, account, message.conversation).perform if conditions_match.present?
+      execute_rule(rule, account, message.conversation, message: message) if conditions_match.present?
     end
   end
 
@@ -46,13 +46,36 @@ class AutomationRuleListener < BaseListener
     account = conversation.account
     changed_attributes = event.data[:changed_attributes]
 
-    return unless rule_present?(event_name, account)
-
-    rules = current_account_rules(event_name, account)
+    rules = conversation_rules(event_name, account)
+    return if rules.blank?
 
     rules.each do |rule|
       conditions_match = ::AutomationRules::ConditionsFilterService.new(rule, conversation, { changed_attributes: changed_attributes }).perform
-      AutomationRules::ActionService.new(rule, account, conversation).perform if conditions_match.present?
+      execute_rule(rule, account, conversation) if conditions_match.present?
+    end
+  end
+
+  # A delayed conversation rule reads as "the conversation has been in this status for N minutes",
+  # so a conversation created in that status must arm it too. Creation never dispatches
+  # CONVERSATION_UPDATED, and both paths key the episode on the same status_changed_at, so a later
+  # update arming the same episode is deduped by the unique index.
+  def conversation_rules(event_name, account)
+    rules = current_account_rules(event_name, account)
+    return rules unless event_name == 'conversation_created'
+
+    rules + current_account_rules('conversation_updated', account).where.not(execution_delay: nil)
+  end
+
+  # Delayed rules record a pending execution instead of acting; the sweep re-checks and
+  # runs them at due time. Flag off means no arming and no immediate fallback — a delayed
+  # message silently becoming instant is worse than skipping.
+  def execute_rule(rule, account, conversation, message: nil)
+    if rule.execution_delay.present?
+      return unless account.feature_enabled?('delayed_automations')
+
+      AutomationRulePendingExecution.schedule(rule: rule, conversation: conversation, message: message)
+    else
+      ::AutomationRules::ActionService.new(rule, account, conversation).perform
     end
   end
 

app/models/account.rb

@@ -65,6 +65,7 @@ class Account < ApplicationRecord
   has_many :articles, dependent: :destroy_async, class_name: '::Article'
   has_many :assignment_policies, dependent: :destroy_async
   has_many :automation_rules, dependent: :destroy_async
+  has_many :automation_rule_pending_executions, dependent: :delete_all
   has_many :macros, dependent: :destroy_async
   has_many :campaigns, dependent: :destroy_async
   has_many :canned_responses, dependent: :destroy_async
@@ -111,6 +112,7 @@ class Account < ApplicationRecord
   before_validation :validate_limit_keys
   after_create_commit :notify_creation
   after_update_commit :clear_unread_conversation_counts_cache, if: :saved_change_to_feature_conversation_unread_counts?
+  after_update_commit :resume_delayed_automations, if: -> { saved_change_to_feature_delayed_automations? && feature_delayed_automations? }
   after_destroy :remove_account_sequences
 
   def agents
@@ -189,6 +191,10 @@ class Account < ApplicationRecord
     ::Conversations::UnreadCounts::Store.clear_account!(id)
   end
 
+  def resume_delayed_automations
+    AutomationRules::ResumePausedExecutionsJob.perform_later(self)
+  end
+
   trigger.after(:insert).for_each(:row) do
     "execute format('create sequence IF NOT EXISTS conv_dpid_seq_%s', NEW.id);"
   end

app/models/automation_rule.rb

@@ -2,16 +2,17 @@
 #
 # Table name: automation_rules
 #
-#  id          :bigint           not null, primary key
-#  actions     :jsonb            not null
-#  active      :boolean          default(TRUE), not null
-#  conditions  :jsonb            not null
-#  description :text
-#  event_name  :string           not null
-#  name        :string           not null
-#  created_at  :datetime         not null
-#  updated_at  :datetime         not null
-#  account_id  :bigint           not null
+#  id              :bigint           not null, primary key
+#  actions         :jsonb            not null
+#  active          :boolean          default(TRUE), not null
+#  conditions      :jsonb            not null
+#  description     :text
+#  event_name      :string           not null
+#  execution_delay :integer
+#  name            :string           not null
+#  created_at      :datetime         not null
+#  updated_at      :datetime         not null
+#  account_id      :bigint           not null
 #
 # Indexes
 #
@@ -21,7 +22,13 @@ class AutomationRule < ApplicationRecord
   include Rails.application.routes.url_helpers
   include Reauthorizable
 
+  EXECUTION_DELAY_RANGE = (10..43_200) # minutes: 10 min to 30 days
+  # Conversation-level delayed rules key their episode on status; only status and attributes
+  # that never change after the delay (inbox) are safe to also filter on.
+  DELAYED_CONVERSATION_ATTRIBUTES = %w[status inbox_id].freeze
+
   belongs_to :account
+  has_many :pending_executions, class_name: 'AutomationRulePendingExecution', dependent: :delete_all
   has_many_attached :files
 
   validate :json_conditions_format
@@ -29,8 +36,13 @@ class AutomationRule < ApplicationRecord
   validate :query_operator_presence
   validate :query_operator_value
   validates :account_id, presence: true
+  validates :execution_delay, numericality: { only_integer: true, in: EXECUTION_DELAY_RANGE }, allow_nil: true
+  validate :execution_delay_supported_conditions
+  validate :execution_delay_supported_event
 
   after_update_commit :reauthorized!, if: -> { saved_change_to_conditions? }
+  # Discard rows armed under the old definition; they re-arm on the next matching event.
+  after_update :discard_stale_pending_executions, if: :execution_config_changed?
 
   scope :active, -> { where(active: true) }
 
@@ -95,6 +107,35 @@ class AutomationRule < ApplicationRecord
     end
   end
 
+  # The fire-time re-check cannot reconstruct changed_attributes, so delayed rules
+  # cannot use attribute_changed conditions.
+  def execution_delay_supported_conditions
+    return if execution_delay.blank? || conditions.blank?
+    return if conditions.none? { |obj| obj['filter_operator'] == 'attribute_changed' }
+
+    errors.add(:execution_delay, 'cannot be used with attribute_changed conditions.')
+  end
+
+  # Conversation-level episodes key on status_changed_at alone. Mutable attributes would collapse
+  # distinct periods into one episode, so only status and immutable filters (inbox) are allowed.
+  def execution_delay_supported_event
+    return if execution_delay.blank? || conditions.blank? || event_name == 'message_created'
+    return if conditions.all? { |obj| DELAYED_CONVERSATION_ATTRIBUTES.include?(obj['attribute_key']) }
+
+    errors.add(:execution_delay, 'only supports status and inbox conditions for conversation-level events.')
+  end
+
+  def execution_config_changed?
+    saved_change_to_execution_delay? || saved_change_to_event_name? ||
+      saved_change_to_conditions? || saved_change_to_actions?
+  end
+
+  def discard_stale_pending_executions
+    # armed = pending + processing, the rows the sweep would otherwise still run. Rows already
+    # executing are left alone: their actions are in flight and cannot be called back.
+    pending_executions.armed.delete_all
+  end
+
   def validate_single_condition(condition)
     query_operator = condition['query_operator']
 

app/models/automation_rule_pending_execution.rb

@@ -0,0 +1,204 @@
+# == Schema Information
+#
+# Table name: automation_rule_pending_executions
+#
+#  id                 :bigint           not null, primary key
+#  due_at             :datetime         not null
+#  episode_key        :string           not null
+#  skip_reason        :string
+#  status             :integer          default("pending"), not null
+#  created_at         :datetime         not null
+#  updated_at         :datetime         not null
+#  account_id         :bigint           not null
+#  automation_rule_id :bigint           not null
+#  conversation_id    :bigint           not null
+#  message_id         :bigint
+#
+# Indexes
+#
+#  index_automation_rule_pending_executions_on_account_id          (account_id)
+#  index_automation_rule_pending_executions_on_automation_rule_id  (automation_rule_id)
+#  index_automation_rule_pending_executions_on_conversation_id     (conversation_id)
+#  index_automation_rule_pending_executions_on_status_and_due_at   (status,due_at)
+#  uniq_automation_pending_execution_episode                       (automation_rule_id,conversation_id,episode_key) UNIQUE
+#
+class AutomationRulePendingExecution < ApplicationRecord
+  # Rows older than this never fire (bounds backlog replay after downtime).
+  DUE_WINDOW = 3.days
+  # A processing row whose lock is older than this is treated as abandoned and reclaimed.
+  STALE_PROCESSING_TIMEOUT = 15.minutes
+  # Terminal rows are purged after this to keep the table bounded.
+  RETENTION_WINDOW = 30.days
+  # Skip reason for a row cancelled only because conditions no longer matched at fire time; unlike
+  # other terminal reasons, a later qualifying message can re-arm it (see .schedule).
+  CONDITIONS_CHANGED_SKIP = 'conditions_changed'.freeze
+
+  belongs_to :automation_rule
+  belongs_to :conversation
+  belongs_to :account
+  belongs_to :message, optional: true
+
+  # `processing` is claimed but not yet acting, so it is safe to reclaim and retry. `executing`
+  # means the actions are running: a row that dies there is never replayed, because the actions
+  # are customer-facing (messages, emails, webhooks) and repeating them is worse than dropping them.
+  enum status: { pending: 0, processing: 1, executed: 2, skipped: 3, executing: 4 }
+
+  # Rows a sweep should hand to a worker: due pending rows, plus processing rows whose lock went stale.
+  scope :sweepable, lambda {
+    pending.where(due_at: ..Time.current).or(processing.where(updated_at: ...STALE_PROCESSING_TIMEOUT.ago))
+  }
+
+  # Rows whose worker died mid-action. Nothing reclaims them; the sweep only counts them so a
+  # crash that strands customer-facing actions is visible instead of silent.
+  scope :abandoned, -> { executing.where(updated_at: ...STALE_PROCESSING_TIMEOUT.ago) }
+
+  # Non-terminal rows still bound to fire (a stale processing row is reclaimed by the sweep).
+  scope :armed, -> { where(status: [statuses[:pending], statuses[:processing]]) }
+
+  # Excludes rows whose account paused delayed automations, so one disabled account's backlog
+  # can't fill the sweep limit and starve enabled accounts (paused rows resume on re-enable).
+  scope :for_enabled_accounts, -> { joins(:account).merge(Account.feature_delayed_automations) }
+
+  def self.schedule(rule:, conversation:, message: nil)
+    # status_changed_at is only written from this feature onwards, so a conversation that predates it
+    # has no status clock. Anchoring on created_at would make every old conversation instantly
+    # overdue and fire on the next sweep; leave them for their next status change to arm.
+    return if message.nil? && conversation.status_changed_at.blank?
+
+    key = arm_episode_key_for(conversation, message)
+    anchor = arm_anchor_for(conversation, message)
+    create!(
+      automation_rule: rule, conversation: conversation, account_id: conversation.account_id,
+      message_id: message&.id, episode_key: key, due_at: rule.execution_delay.minutes.since(anchor)
+    )
+  rescue ActiveRecord::RecordNotUnique
+    rearm_or_advance_episode(rule, conversation, key, message, anchor)
+  end
+
+  # The episode is already armed. Status episodes keep their first clock (a status change would
+  # give a new key), so only message episodes advance or re-arm here.
+  def self.rearm_or_advance_episode(rule, conversation, key, message, anchor)
+    return unless message
+
+    due_at = rule.execution_delay.minutes.since(anchor)
+    row = find_by!(automation_rule_id: rule.id, conversation_id: conversation.id, episode_key: key)
+    # The lock (and the reload it does) makes the compare-and-write atomic. Two listeners racing on
+    # the same episode would otherwise both read the old message_id and let whichever wrote last
+    # win, so an older message could overwrite a newer one and pull due_at backwards.
+    row.with_lock do
+      # Jobs can arrive out of order; only a strictly newer message advances or re-arms, so a late
+      # older message can't pull due_at backwards and fire before the delay elapses.
+      next unless message.id > row.message_id
+
+      if row.condition_skipped?
+        # A message episode key can recur (no new incoming reply) while conditions swing back into
+        # match, so a later qualifying message re-arms the condition-only skip instead of dropping.
+        row.update!(status: :pending, skip_reason: nil, due_at: due_at, message_id: message.id)
+      elsif row.pending? || row.stale_processing?
+        # Track the newest qualifying message. Reply-chase advances due_at with each agent reply;
+        # awaiting-agent keeps its first clock (its anchor is the stable waiting_since, so due_at is
+        # unchanged). Re-anchoring a row whose worker died mid-run back to pending also keeps a
+        # stale reclaim from firing the old clock instead of the latest one.
+        row.update!(status: :pending, due_at: due_at, message_id: message.id)
+      end
+    end
+  end
+
+  # The wait is measured from when the qualifying event happened, not when this (possibly
+  # backlogged or retried) listener runs, so a late dispatch still fires on schedule. Mirrors
+  # the timestamps the episode keys track.
+  def self.arm_anchor_for(conversation, message)
+    if message.nil?
+      conversation.status_changed_at
+    elsif message.incoming?
+      conversation.waiting_since.presence || message.created_at
+    else
+      message.created_at
+    end
+  end
+
+  # waiting_since is written just after MESSAGE_CREATED dispatches, so it can still be nil when
+  # an awaiting-agent episode arms. It becomes the starting message's created_at, so use that
+  # here; the strict fire-time key (episode_key_for) then matches once waiting_since is settled.
+  def self.arm_episode_key_for(conversation, message)
+    return episode_key_for(conversation, message) unless message&.incoming? && conversation.waiting_since.blank?
+
+    "awaiting_agent:#{microsecond_stamp(message.created_at)}"
+  end
+
+  # Microsecond integer, not a float: epoch seconds carry ~16 significant digits, past float64's
+  # precision, so an in-memory timestamp (arm time) and its DB-reloaded value (fire time) would
+  # round to different floats. strftime is exact on both. Sub-second distinguishes rapid episodes.
+  def self.microsecond_stamp(time)
+    time&.strftime('%s%6N') || '0'
+  end
+
+  # Episode keys identify one qualifying stretch of conversation state; when the recomputed
+  # key no longer matches, the episode ended and the pending action is cancelled at fire time.
+  def self.episode_key_for(conversation, message)
+    if message.nil?
+      # Sub-second precision so a resolve→reopen inside one second still ends the episode.
+      # Integer microseconds (not a float) so an in-memory arm and a DB-reloaded fire agree.
+      "status:#{microsecond_stamp(conversation.status_changed_at)}"
+    elsif message.incoming?
+      # waiting_since is cleared on agent/bot reply, so a reply invalidates this episode. Strict
+      # here: at fire time a nil waiting_since means the agent replied (episode ended).
+      "awaiting_agent:#{microsecond_stamp(conversation.waiting_since)}"
+    else
+      # A new customer message changes the max incoming id, invalidating this episode.
+      "reply_chase:#{conversation.messages.incoming.maximum(:id) || 0}"
+    end
+  end
+
+  def self.purge_terminal!
+    where(status: [statuses[:executed], statuses[:skipped]], updated_at: ...RETENTION_WINDOW.ago)
+      .in_batches(of: 1000).delete_all
+  end
+
+  # Rows that came due while an account had delayed automations paused would expire the moment
+  # the sweep reaches them on resume. Reset their clock so pause/resume replays them (still
+  # subject to the fire-time episode/condition re-checks) instead of silently dropping them.
+  def self.reschedule_paused(account)
+    overdue = pending.where(account_id: account.id, due_at: ...DUE_WINDOW.ago)
+    overdue.find_each { |row| row.update!(due_at: Time.current) }
+  end
+
+  # Atomic claim: only one worker can move a row into processing, so a row re-enqueued by an
+  # overlapping sweep (or after a stale reclaim) cannot double-execute. Refreshing updated_at
+  # renews the lock, keeping the row out of the stale window while this worker holds it.
+  def claim!
+    with_lock do
+      next false unless claimable?
+
+      update!(status: :processing, updated_at: Time.current)
+      true
+    end
+  end
+
+  def episode_current?
+    self.class.episode_key_for(conversation, message) == episode_key
+  end
+
+  # The claim renews updated_at, so a processing row past the timeout means its worker died. Only
+  # then may a re-arm take the row back: pulling a live worker's row to pending would let the sweep
+  # claim it and run the same actions alongside the worker still executing them.
+  def stale_processing?
+    processing? && updated_at < STALE_PROCESSING_TIMEOUT.ago
+  end
+
+  def condition_skipped?
+    skipped? && skip_reason == CONDITIONS_CHANGED_SKIP
+  end
+
+  def terminal?
+    executed? || skipped?
+  end
+
+  private
+
+  def claimable?
+    # due_at guard: a reply-chase reschedule can push due_at forward after this row was enqueued;
+    # such a row must wait for a later sweep instead of firing early.
+    (pending? && due_at <= Time.current) || stale_processing?
+  end
+end

app/models/conversation.rb

@@ -15,6 +15,7 @@
 #  priority               :integer
 #  snoozed_until          :datetime
 #  status                 :integer          default("open"), not null
+#  status_changed_at      :datetime
 #  uuid                   :uuid             not null
 #  waiting_since          :datetime
 #  created_at             :datetime         not null
@@ -124,8 +125,10 @@ class Conversation < ApplicationRecord
   has_many :notifications, as: :primary_actor, dependent: :destroy_async
   has_many :attachments, through: :messages
   has_many :reporting_events, dependent: :destroy_async
+  has_many :automation_rule_pending_executions, dependent: :delete_all
 
   before_save :ensure_snooze_until_reset
+  before_save :set_status_changed_at
   before_create :determine_conversation_status
   before_create :ensure_waiting_since
 
@@ -272,6 +275,10 @@ class Conversation < ApplicationRecord
     self.snoozed_until = nil unless snoozed?
   end
 
+  def set_status_changed_at
+    self.status_changed_at = Time.current if new_record? || status_changed?
+  end
+
   def ensure_waiting_since
     self.waiting_since = created_at
   end

app/services/whatsapp/incoming_message_base_service.rb

@@ -113,12 +113,14 @@ 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
-                      @contact_inbox.conversations.last
+                      conversations.last
                     else
-                      @contact_inbox.conversations
-                                    .where.not(status: :resolved).last
+                      conversations.where.not(status: :resolved).last
                     end
     return if @conversation
 

app/services/whatsapp/send_on_whatsapp_service.rb

@@ -6,12 +6,10 @@ class Whatsapp::SendOnWhatsappService < Base::SendOnChannelService
   end
 
   def perform_reply
-    should_send_template_message = template_params.present? || !message.conversation.can_reply?
-    if should_send_template_message
-      send_template_message
-    else
-      send_session_message
-    end
+    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'))
   end
 
   def send_template_message

app/services/whatsapp/webhook_channel_finder_service.rb

@@ -0,0 +1,35 @@
+# 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

app/views/api/v1/accounts/automation_rules/partials/_automation_rule.json.jbuilder

@@ -7,4 +7,5 @@ json.conditions automation_rule.conditions
 json.actions automation_rule.actions
 json.created_on automation_rule.created_at.to_i
 json.active automation_rule.active?
+json.execution_delay automation_rule.execution_delay
 json.files automation_rule.file_base_data if automation_rule.files.any?

config/features.yml

@@ -265,6 +265,11 @@
   enabled: false
   column: feature_flags_ext_1
 - name: whatsapp_embedded_signup_inbox_creation
-  display_name: WhatsApp Embedded Signup Inbox Creation
+  display_name: WhatsApp Embedded Signup Flow
   enabled: false
   column: feature_flags_ext_1
+- name: delayed_automations
+  display_name: Delayed Automations
+  enabled: false
+  chatwoot_internal: true
+  column: feature_flags_ext_1

config/installation_config.yml

@@ -567,3 +567,10 @@
   value: 'https://us.cloud.langfuse.com'
   locked: false
 ## ---- End of LLM Observability ---- ##
+
+- name: DISABLE_DELAYED_AUTOMATIONS
+  display_title: 'Disable delayed automations'
+  description: 'Emergency stop for delayed automation rules: halts the pending-execution sweep and per-row execution within one tick'
+  value: false
+  locked: false
+  type: boolean

config/locales/en.yml

@@ -154,6 +154,7 @@ 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

@@ -76,6 +76,7 @@ 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]

db/migrate/20260709060000_add_execution_delay_to_automation_rules.rb

@@ -0,0 +1,5 @@
+class AddExecutionDelayToAutomationRules < ActiveRecord::Migration[7.0]
+  def change
+    add_column :automation_rules, :execution_delay, :integer
+  end
+end

db/migrate/20260709060100_add_status_changed_at_to_conversations.rb

@@ -0,0 +1,5 @@
+class AddStatusChangedAtToConversations < ActiveRecord::Migration[7.0]
+  def change
+    add_column :conversations, :status_changed_at, :datetime
+  end
+end

db/migrate/20260709060200_create_automation_rule_pending_executions.rb

@@ -0,0 +1,21 @@
+class CreateAutomationRulePendingExecutions < ActiveRecord::Migration[7.0]
+  def change
+    create_table :automation_rule_pending_executions do |t|
+      t.references :automation_rule, null: false
+      t.references :conversation, null: false
+      t.references :account, null: false
+      t.bigint :message_id
+      t.datetime :due_at, null: false
+      t.string :episode_key, null: false
+      t.integer :status, null: false, default: 0
+      t.string :skip_reason
+
+      t.timestamps
+    end
+
+    add_index :automation_rule_pending_executions, [:status, :due_at]
+    add_index :automation_rule_pending_executions,
+              [:automation_rule_id, :conversation_id, :episode_key],
+              unique: true, name: 'uniq_automation_pending_execution_episode'
+  end
+end

db/schema.rb

@@ -277,6 +277,24 @@ ActiveRecord::Schema[7.1].define(version: 2026_07_13_184351) do
     t.index ["user_id", "user_type"], name: "user_index"
   end
 
+  create_table "automation_rule_pending_executions", force: :cascade do |t|
+    t.bigint "automation_rule_id", null: false
+    t.bigint "conversation_id", null: false
+    t.bigint "account_id", null: false
+    t.bigint "message_id"
+    t.datetime "due_at", null: false
+    t.string "episode_key", null: false
+    t.integer "status", default: 0, null: false
+    t.string "skip_reason"
+    t.datetime "created_at", null: false
+    t.datetime "updated_at", null: false
+    t.index ["account_id"], name: "index_automation_rule_pending_executions_on_account_id"
+    t.index ["automation_rule_id", "conversation_id", "episode_key"], name: "uniq_automation_pending_execution_episode", unique: true
+    t.index ["automation_rule_id"], name: "index_automation_rule_pending_executions_on_automation_rule_id"
+    t.index ["conversation_id"], name: "index_automation_rule_pending_executions_on_conversation_id"
+    t.index ["status", "due_at"], name: "index_automation_rule_pending_executions_on_status_and_due_at"
+  end
+
   create_table "automation_rules", force: :cascade do |t|
     t.bigint "account_id", null: false
     t.string "name", null: false
@@ -287,6 +305,7 @@ ActiveRecord::Schema[7.1].define(version: 2026_07_13_184351) do
     t.datetime "created_at", null: false
     t.datetime "updated_at", null: false
     t.boolean "active", default: true, null: false
+    t.integer "execution_delay"
     t.index ["account_id"], name: "index_automation_rules_on_account_id"
   end
 
@@ -788,6 +807,7 @@ ActiveRecord::Schema[7.1].define(version: 2026_07_13_184351) do
     t.datetime "waiting_since"
     t.text "cached_label_list"
     t.bigint "assignee_agent_bot_id"
+    t.datetime "status_changed_at"
     t.index ["account_id", "display_id"], name: "index_conversations_on_account_id_and_display_id", unique: true
     t.index ["account_id", "id"], name: "index_conversations_on_id_and_account_id"
     t.index ["account_id", "inbox_id", "status", "assignee_id"], name: "conv_acid_inbid_stat_asgnid_idx"

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

@@ -0,0 +1,25 @@
+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/assistants_controller.rb

@@ -47,7 +47,8 @@ class Api::V1::Accounts::Captain::AssistantsController < Api::V1::Accounts::Base
   end
 
   def summary
-    result = cached_or_generated_summary(Captain::AssistantStatsBuilder.new(@assistant, params[:range], params[:timezone_offset]))
+    window = Captain::AssistantStatsWindow.new(params[:range], params[:timezone_offset])
+    result = cached_or_generated_summary(window, summary_stats)
 
     if result[:error]
       render json: { error: result[:error] }, status: :unprocessable_content
@@ -68,8 +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(builder)
-    cache_key = summary_cache_key(builder.range)
+  def cached_or_generated_summary(window, stats)
+    cache_key = summary_cache_key(window.range)
     cached = Rails.cache.read(cache_key)
     return cached if cached
 
@@ -77,14 +78,25 @@ 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: builder.metrics,
-      period: builder.period
+      stats: stats,
+      period: window.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/whatsapp_calls_controller.rb

@@ -1,8 +1,6 @@
 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_conversation, only: :initiate
+  before_action :set_call_context, only: :initiate
   before_action :ensure_calling_enabled, only: :initiate
   before_action :ensure_sdp_offer, only: :initiate
   before_action :ensure_contact_phone, only: :initiate
@@ -53,7 +51,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def provider_service
-    @provider_service ||= @conversation.inbox.channel.provider_service
+    @provider_service ||= @inbox.channel.provider_service
   end
 
   def set_call
@@ -61,13 +59,38 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
     authorize @call.conversation, :show?
   end
 
-  def set_conversation
+  def set_call_context
+    params[:conversation_id].present? ? set_context_from_conversation : set_context_from_contact
+  end
+
+  def set_context_from_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 = @conversation.inbox.channel
+    channel = @inbox.channel
     return if channel.is_a?(Channel::Whatsapp) && channel.voice_enabled?
 
     render_could_not_create_error(I18n.t('errors.whatsapp.calls.not_enabled'))
@@ -80,7 +103,7 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def ensure_contact_phone
-    return if @conversation.contact&.phone_number.present?
+    return if @contact.phone_number.present?
 
     render_could_not_create_error(I18n.t('errors.whatsapp.calls.contact_phone_required'))
   end
@@ -105,92 +128,45 @@ class Api::V1::Accounts::WhatsappCallsController < Api::V1::Accounts::BaseContro
   end
 
   def create_outbound_call
-    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?
+    # 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?
 
-    result = provider_service.initiate_call(contact_phone, params[:sdp_offer])
+    result = provider_service.initiate_call(@contact.phone_number.delete('+'), 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
-    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
+    # 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
 
     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 }, 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)
+    render json: { status: status, conversation_id: @conversation.display_id }, status: :unprocessable_entity
   end
 
   def render_call_error(error)

enterprise/app/controllers/twilio/voice_controller.rb

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

enterprise/app/services/captain/assistant/session_capture_service.rb

@@ -22,13 +22,12 @@ 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] || [],
@@ -44,6 +43,23 @@ 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'

enterprise/app/services/voice/inbound_call_builder.rb

@@ -1,17 +1,19 @@
 class Voice::InboundCallBuilder
-  attr_reader :inbox, :from_number, :call_sid, :provider, :extra_meta
+  attr_reader :inbox, :call_sid, :provider, :extra_meta, :source_ids, :contact_attributes
 
-  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!
+  # `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!
   end
 
-  def initialize(inbox:, from_number:, call_sid:, provider: :twilio, extra_meta: {})
+  def initialize(inbox:, call_sid:, caller:, 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!
@@ -43,46 +45,17 @@ class Voice::InboundCallBuilder
         .find_by(provider: provider, provider_call_id: call_sid)
   end
 
-  # 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.
+  # 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.
   def ensure_contact_inbox!
-    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)
+    ContactInboxSourceIdResolver.new(
+      inbox: inbox, source_ids: source_ids, contact_attributes: contact_attributes
+    ).perform
   end
 
-  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.
+  # Mirror Whatsapp::IncomingMessageBaseService#set_conversation: reuse this row's open conversation (or last when locked), else create.
   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

@@ -0,0 +1,32 @@
+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

@@ -0,0 +1,63 @@
+# 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

@@ -0,0 +1,48 @@
+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

@@ -95,28 +95,21 @@ 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
-      call = Voice::InboundCallBuilder.perform!(inbox: inbox, from_number: "+#{payload[:from]}", call_sid: payload[:id],
-                                                provider: :whatsapp, extra_meta: inbound_extra_meta(payload, sdp_offer))
+      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)
       tombstone = consume_terminate_tombstone(payload[:id])
       finalize_terminate(call, tombstone['duration'], tombstone['terminate_reason']) if tombstone
       call
     end
   end
 
-  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
+  # 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))
   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

@@ -0,0 +1,18 @@
+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

@@ -2,4 +2,5 @@ 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(conversation, reason)
+    trigger_handoff(tool_context, 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(conversation, reason)
+  def trigger_handoff(tool_context, conversation, reason)
     # post the reason as a private note
-    conversation.messages.create!(
+    note = conversation.messages.create!(
       message_type: :outgoing,
       private: true,
       sender: @assistant,
@@ -34,6 +34,15 @@ 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

@@ -32,6 +32,7 @@ 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),

lib/integrations/openai/openai_prompts/captain_overview_summary.liquid

@@ -1,7 +1,8 @@
 You are writing a short, warm summary of how an AI support assistant named "{{ assistant_name }}" performed over a reporting period, for {{ first_name }}, the person who manages it.
 
 Voice and format:
-- Address {{ first_name }} directly and open with "Hey {{ first_name }},". Be conversational, never robotic.
+- Write the entire summary in {{ language }}.
+- Address {{ first_name }} directly and open with a short casual greeting to {{ first_name }} in {{ language }}, the natural equivalent of "Hey {{ first_name }},". Never leave the greeting in English when {{ language }} is not English. Be conversational, never robotic.
 - Always call the assistant by its name, {{ assistant_name }}. Never call it "Captain", "the assistant", or "your assistant".
 - This is a static, read-only poster on an analytics dashboard, not a chat. The reader cannot reply or ask you for anything. Never ask a question, invite a reply, offer further help, or say things like "let me know" or "I can dive in".
 - Write 2 to 4 sentences in one short paragraph. Add a second short paragraph only for a genuinely useful heads-up.

spec/enterprise/controllers/api/v1/accounts/captain/agent_sessions_controller_spec.rb

@@ -0,0 +1,120 @@
+require 'rails_helper'
+
+RSpec.describe 'Api::V1::Accounts::Captain::AgentSessions', type: :request do
+  let(:account) { create(:account) }
+  let(:agent) { create(:user, account: account, role: :agent) }
+  let(:inbox) { create(:inbox, account: account) }
+  let(:conversation) { create(:conversation, account: account, inbox: inbox) }
+  let(:assistant) { create(:captain_assistant, account: account) }
+  let(:message) do
+    create(:message, account: account, conversation: conversation, message_type: :outgoing, sender: assistant)
+  end
+
+  before { create(:inbox_member, user: agent, inbox: inbox) }
+
+  def json_response
+    JSON.parse(response.body, symbolize_names: true)
+  end
+
+  describe 'GET /api/v1/accounts/:account_id/captain/agent_sessions/:id' do
+    context 'when it is an unauthenticated user' do
+      it 'returns unauthorized' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}", as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when the message has an agent session' do
+      let(:document) { create(:captain_document, account: account, assistant: assistant) }
+      let(:documented_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant,
+                                            question: 'How do I reset my password?', documentable: document)
+      end
+      let(:plain_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant, question: 'How do I change my email?')
+      end
+      let(:pdf_document) do
+        create(:captain_document, account: account, assistant: assistant, external_link: nil,
+                                  pdf_file: Rack::Test::UploadedFile.new(Rails.root.join('spec/assets/sample.pdf'), 'application/pdf'))
+      end
+      let(:pdf_faq) do
+        create(:captain_assistant_response, account: account, assistant: assistant,
+                                            question: 'What are the pricing tiers?', documentable: pdf_document)
+      end
+      let(:scenario) { create(:captain_scenario, account: account, assistant: assistant, title: 'Refund flow') }
+      let(:run_context) do
+        [
+          { 'role' => 'user', 'content' => 'I want a refund' },
+          { 'role' => 'assistant', 'content' => '', 'agent_name' => 'Assistant',
+            'tool_calls' => [{ 'id' => 'call_1', 'name' => 'faq_lookup', 'arguments' => { 'query' => 'refund' } }] },
+          { 'role' => 'tool', 'content' => 'Refunds take 5 days', 'tool_call_id' => 'call_1' },
+          { 'role' => 'assistant', 'content' => 'Refunds take 5 days', 'agent_name' => "scenario_#{scenario.id}_refund_flow" }
+        ]
+      end
+      let!(:agent_session) do
+        create(:captain_agent_session, account: account, assistant: assistant,
+                                       subject: conversation, result: message,
+                                       llm_model: 'openai-gpt-5.2', credits_consumed: 1.0,
+                                       faq_ids: [documented_faq.id, plain_faq.id, pdf_faq.id, documented_faq.id + 100_000],
+                                       scenario_ids: [scenario.id],
+                                       run_context: run_context)
+      end
+
+      it 'returns the session with hydrated citations and scenarios' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:success)
+        aggregate_failures do
+          expect(json_response[:id]).to eq(agent_session.id)
+          expect(json_response[:message_id]).to eq(message.id)
+          expect(json_response[:llm_model]).to eq('openai-gpt-5.2')
+          expect(json_response[:credits_consumed]).to eq(1.0)
+          expect(json_response[:run_context].length).to eq(4)
+          expect(json_response[:run_context].second[:tool_calls].first[:arguments][:query]).to eq('refund')
+
+          citations = json_response[:citations].index_by { |citation| citation[:id] }
+          expect(citations.keys).to contain_exactly(documented_faq.id, plain_faq.id, pdf_faq.id)
+          expect(citations[documented_faq.id][:title]).to eq('How do I reset my password?')
+          expect(citations[documented_faq.id][:link]).to eq(document.external_link)
+          expect(citations[plain_faq.id][:link]).to be_nil
+          expect(pdf_document.external_link).to start_with('PDF:')
+          expect(citations[pdf_faq.id][:link]).to eq(pdf_document.display_url)
+          expect(citations[pdf_faq.id][:link]).to match(%r{\Ahttps?://})
+
+          expect(json_response[:scenarios]).to eq([{ id: scenario.id, title: 'Refund flow' }])
+        end
+      end
+
+      it 'does not allow an agent without access to the conversation' do
+        other_agent = create(:user, account: account, role: :agent)
+
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: other_agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:unauthorized)
+      end
+    end
+
+    context 'when the message has no agent session' do
+      it 'returns not found' do
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+    end
+
+    context 'when the message does not belong to the account' do
+      it 'returns not found' do
+        other_message = create(:message)
+
+        get "/api/v1/accounts/#{account.id}/captain/agent_sessions/#{other_message.id}",
+            headers: agent.create_new_auth_token, as: :json
+
+        expect(response).to have_http_status(:not_found)
+      end
+    end
+  end
+end

spec/enterprise/controllers/api/v1/accounts/captain/assistants_controller_spec.rb

@@ -257,10 +257,20 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
     let(:alice) { create(:user, account: account, role: :administrator, name: 'Alice Adams') }
     let(:bob) { create(:user, account: account, role: :administrator, name: 'Bob Brown') }
     let(:summary_service) { instance_double(Captain::OverviewSummaryService) }
+    let(:summary_stats) do
+      {
+        conversations_handled: { current: 42 },
+        hours_saved: { current: 12 },
+        auto_resolution_rate: { current: 65.0, trend: 5.0 },
+        handoff_rate: { current: 20.0, trend: -2.0 },
+        reopen_rate: { current: 5.0, trend: -1.0 },
+        knowledge: { coverage: 80, approved: 8, documents: 3 }
+      }
+    end
 
     def get_summary(user)
       get "/api/v1/accounts/#{account.id}/captain/assistants/#{assistant.id}/summary",
-          params: { range: '30' },
+          params: { range: '30', stats: summary_stats },
           headers: user.create_new_auth_token,
           as: :json
     end
@@ -273,6 +283,7 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
 
     it 'caches the summary per viewer so one user never receives another user\'s greeting' do
       allow(summary_service).to receive(:perform).and_return({ message: 'Hi Alice' })
+      expect(Captain::AssistantStatsBuilder).not_to receive(:new)
 
       get_summary(alice)
       get_summary(alice) # served from Alice's cache, no regeneration
@@ -280,6 +291,7 @@ RSpec.describe 'Api::V1::Accounts::Captain::Assistants', type: :request do
 
       expect(response).to have_http_status(:success)
       expect(Captain::OverviewSummaryService).to have_received(:new).twice
+      expect(Captain::OverviewSummaryService).to have_received(:new).with(hash_including(stats: summary_stats)).twice
     end
 
     it 'does not cache failures so a transient error is retried' do

spec/enterprise/controllers/twilio/voice_controller_spec.rb

@@ -33,8 +33,8 @@ RSpec.describe 'Twilio::VoiceController', type: :request do
 
       expect(Voice::InboundCallBuilder).to receive(:perform!).with(
         inbox: inbox,
-        from_number: from_number,
-        call_sid: call_sid
+        call_sid: call_sid,
+        caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
       ).and_return(call)
 
       post "/twilio/voice/call/#{digits}", params: {

spec/enterprise/jobs/captain/conversation/response_builder_job_spec.rb

@@ -561,6 +561,22 @@ RSpec.describe Captain::Conversation::ResponseBuilderJob, type: :job do
         expect(account.reload.usage_limits[:captain][:responses][:consumed]).to eq(0)
       end
 
+      it 'attributes the handoff session to the private reason note when the tool recorded one' do
+        handoff_note = create(:message, conversation: conversation, account: account, message_type: :outgoing,
+                                        private: true, sender: assistant, content: 'Needs a human')
+        run_context[:state][:cw_metadata][:handoff_note_id] = handoff_note.id
+        allow(mock_agent_runner_service).to receive(:generate_response) do
+          conversation.update!(status: :open)
+          { 'response' => 'Let me connect you', 'handoff_tool_called' => true }
+        end
+
+        described_class.perform_now(conversation, assistant)
+
+        session = Captain::AgentSession.last
+        expect(session.credits_consumed).to eq(0.0)
+        expect(session.result_id).to eq(handoff_note.id)
+      end
+
       it 'creates a zero-credit session when the handoff tool fired but failed to commit' do
         allow(mock_agent_runner_service).to receive(:generate_response).and_return({
                                                                                      'response' => 'I tried to hand off',

spec/enterprise/lib/captain/tools/handoff_tool_spec.rb

@@ -86,6 +86,12 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do
 
           tool.perform(tool_context, reason: reason)
         end
+
+        it 'records the handoff note id in the run state for session capture' do
+          tool.perform(tool_context, reason: 'Customer needs specialized support')
+
+          expect(tool_context.state[:cw_metadata][:handoff_note_id]).to eq(Message.last.id)
+        end
       end
 
       context 'without reason provided' do
@@ -107,6 +113,12 @@ RSpec.describe Captain::Tools::HandoffTool, type: :model do
 
           tool.perform(tool_context)
         end
+
+        it 'does not record a handoff note id since the empty note never renders' do
+          tool.perform(tool_context)
+
+          expect(tool_context.state[:cw_metadata]).to be_nil
+        end
       end
 
       context 'when handoff fails' do

spec/enterprise/services/voice/inbound_call_builder_spec.rb

@@ -17,8 +17,8 @@ RSpec.describe Voice::InboundCallBuilder do
   def perform_builder
     described_class.perform!(
       inbox: inbox,
-      from_number: from_number,
-      call_sid: call_sid
+      call_sid: call_sid,
+      caller: { source_ids: [from_number], contact_attributes: { name: from_number, phone_number: from_number } }
     )
   end
 
@@ -100,26 +100,29 @@ RSpec.describe Voice::InboundCallBuilder do
     end
   end
 
-  context 'when the WhatsApp wa_id needs Brazil normalization to match an existing ContactInbox' do
+  context 'when a WhatsApp call shares a BSUID with an existing ContactInbox' do
     let(:whatsapp_channel) do
       create(:channel_whatsapp, account: account, provider: 'whatsapp_cloud',
                                 provider_config: { 'phone_number_id' => '123', 'source' => 'embedded_signup', 'calling_enabled' => true },
                                 validate_provider_config: false, sync_templates: false)
     end
     let(:whatsapp_inbox) { whatsapp_channel.inbox }
-    let!(:stored_contact) { create(:contact, account: account, phone_number: '+5541988887777') }
+    let!(:stored_contact) { create(:contact, account: account) }
     let!(:stored_contact_inbox) do
-      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: '5541988887777')
+      create(:contact_inbox, contact: stored_contact, inbox: whatsapp_inbox, source_id: 'IN.2081978709342942')
     end
 
     before { account.enable_features!('channel_voice') }
 
-    it 'reuses the contact via normalized wa_id rather than forking a new ContactInbox' do
+    # Closes the gap: the contact was keyed by BSUID, but the call also carries a phone.
+    # Matching across every source_id reuses the contact instead of forking on the phone.
+    it 'reuses the contact by matching any source_id, not just the first' do
       call = described_class.perform!(
         inbox: whatsapp_inbox,
-        from_number: '+554188887777',
-        call_sid: 'wacall_br_1',
-        provider: :whatsapp
+        call_sid: 'wacall_bsuid_1',
+        provider: :whatsapp,
+        caller: { source_ids: ['5541988887777', 'IN.2081978709342942'],
+                  contact_attributes: { name: 'Ada Lovelace', phone_number: '+5541988887777' } }
       )
 
       expect(call.contact).to eq(stored_contact)

spec/enterprise/services/whatsapp/incoming_call_service_spec.rb

@@ -74,6 +74,120 @@ describe Whatsapp::IncomingCallService do
     end
   end
 
+  describe 'inbound connect from a username (BSUID) caller' do
+    let(:sdp_offer) { "v=0\r\n...sdp..." }
+    let(:bsuid) { 'IN.2081978709342942' }
+    let!(:agent) { create(:user, account: account) }
+
+    before { create(:inbox_member, inbox: inbox, user: agent) }
+
+    it 'keys a phone caller by the phone (matching messaging) even when a BSUID is also present' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(Conversation, :count).by(1)
+
+      contact_inbox = Call.last.conversation.contact_inbox
+      expect(contact_inbox.source_id).to eq(from_number)
+      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
+    end
+
+    it 'keys a username-only caller by the BSUID when no phone `from` is present' do
+      allow(ActionCable.server).to receive(:broadcast)
+
+      params = {
+        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ user_id: bsuid, profile: { name: 'Ada Lovelace' } }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1)
+
+      contact_inbox = Call.last.conversation.contact_inbox
+      expect(contact_inbox.source_id).to eq(bsuid)
+      expect(contact_inbox.contact.name).to eq('Ada Lovelace')
+    end
+
+    it 'reuses the phone-keyed ContactInbox messaging created for a phone caller and backfills the BSUID alias' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: from_number)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid }]
+      }
+      # The conversation reuses the existing phone thread; the BSUID alias is backfilled onto the same contact.
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+      expect(inbox.contact_inboxes.find_by(source_id: bsuid).contact).to eq(contact)
+    end
+
+    it 'reuses a phone ContactInbox via the same wa_id normalization messaging uses' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account, phone_number: '+5541988887777')
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: '5541988887777')
+
+      params = {
+        calls: [{ id: provider_call_id, from: '554188887777', event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: '554188887777' }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
+
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+    end
+
+    it 'reuses the BSUID-keyed ContactInbox messaging created for a username-only caller' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
+
+      params = {
+        calls: [{ id: provider_call_id, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ user_id: bsuid }]
+      }
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and not_change(ContactInbox, :count)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+    end
+
+    # The gap: messaging created the contact username-only (BSUID-keyed), and the call now
+    # also exposes a phone. Matching across every source_id reuses the BSUID thread instead
+    # of forking a new phone-keyed contact.
+    it 'reuses a BSUID-keyed ContactInbox even when the call also carries a phone and backfills the phone alias' do
+      allow(ActionCable.server).to receive(:broadcast)
+      contact = create(:contact, account: account)
+      existing = create(:contact_inbox, inbox: inbox, contact: contact, source_id: bsuid)
+
+      params = {
+        calls: [{ id: provider_call_id, from: from_number, from_user_id: bsuid, event: 'connect',
+                  session: { sdp: sdp_offer, sdp_type: 'offer' } }],
+        contacts: [{ wa_id: from_number, user_id: bsuid }]
+      }
+      # The conversation reuses the existing BSUID thread; the phone alias is backfilled onto the same contact.
+      expect { described_class.new(inbox: inbox, params: params).perform }
+        .to change(Call, :count).by(1).and change(ContactInbox, :count).by(1)
+
+      expect(Call.last.contact).to eq(contact)
+      expect(Call.last.conversation.contact_inbox).to eq(existing)
+      expect(inbox.contact_inboxes.find_by(source_id: from_number).contact).to eq(contact)
+    end
+  end
+
   describe 'outbound connect (existing call)' do
     let!(:call) do
       conversation = create(:conversation, account: account, inbox: inbox)

spec/jobs/webhooks/whatsapp_events_job_spec.rb

@@ -345,6 +345,94 @@ RSpec.describe Webhooks::WhatsappEventsJob do
       end.not_to change(Conversation, :count)
     end
 
+    it 'finds channel using normalized Brazil phone number when display_phone_number is missing the 9 digit' do
+      brazil_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                 sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: brazil_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: brazil_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel using normalized Argentina phone number when display_phone_number has extra 9 digit' do
+      argentina_channel = create(:channel_whatsapp, phone_number: '+541112345678', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: argentina_channel.provider_config['phone_number_id'],
+                display_phone_number: '5491112345678'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: argentina_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'finds channel when display_phone_number contains formatting characters' do
+      formatted_channel = create(:channel_whatsapp, phone_number: '+14155552671', provider: 'whatsapp_cloud',
+                                                    sync_templates: false, validate_provider_config: false)
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: formatted_channel.provider_config['phone_number_id'],
+                display_phone_number: '+1 415-555-2671'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: formatted_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
+    it 'prefers the phone_number_id match when a raw display_phone_number collision exists' do
+      normalized_channel = create(:channel_whatsapp, phone_number: '+5541999887766', provider: 'whatsapp_cloud',
+                                                     sync_templates: false, validate_provider_config: false)
+      create(:channel_whatsapp, phone_number: '+554199887766', provider: 'whatsapp_cloud',
+                                sync_templates: false, validate_provider_config: false).tap do |raw_channel|
+        raw_channel.update!(provider_config: raw_channel.provider_config.merge('phone_number_id' => 'other-id'))
+      end
+      wb_params = {
+        object: 'whatsapp_business_account',
+        entry: [{
+          changes: [{
+            value: {
+              metadata: {
+                phone_number_id: normalized_channel.provider_config['phone_number_id'],
+                display_phone_number: '554199887766'
+              }
+            }
+          }]
+        }]
+      }
+      allow(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).and_return(process_service)
+      expect(Whatsapp::IncomingMessageWhatsappCloudService).to receive(:new).with(inbox: normalized_channel.inbox, params: wb_params)
+      job.perform_now(wb_params)
+    end
+
     it 'will not enque Whatsapp::IncomingMessageWhatsappCloudService when invalid phone number id' do
       other_channel = create(:channel_whatsapp, phone_number: '+1987654', provider: 'whatsapp_cloud', sync_templates: false,
                                                 validate_provider_config: false)

spec/services/whatsapp/incoming_message_service_spec.rb

@@ -34,8 +34,8 @@ describe Whatsapp::IncomingMessageService do
 
       it 'appends to last conversation when if conversation already exists' do
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox) }
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        2.times.each { create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact) }
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(3)
@@ -46,7 +46,7 @@ describe Whatsapp::IncomingMessageService do
       it 'reopen last conversation if last conversation is resolved and lock to single conversation is enabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: true)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: 'resolved')
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
@@ -59,7 +59,7 @@ describe Whatsapp::IncomingMessageService do
       it 'creates a new conversation if last conversation is resolved and lock to single conversation is disabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: false)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: 'resolved')
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # new conversation should be created
@@ -70,7 +70,7 @@ describe Whatsapp::IncomingMessageService do
       it 'will not create a new conversation if last conversation is not resolved and lock to single conversation is disabled' do
         whatsapp_channel.inbox.update(lock_to_single_conversation: false)
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: params[:messages].first[:from])
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         last_conversation.update(status: Conversation.statuses.except('resolved').keys.sample)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # new conversation should be created
@@ -238,7 +238,7 @@ describe Whatsapp::IncomingMessageService do
       end
 
       before do
-        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
       end
 
@@ -453,7 +453,7 @@ describe Whatsapp::IncomingMessageService do
 
       it 'appends to existing contact if contact inbox exists' do
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -468,7 +468,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists in the old format without 9 included' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -480,7 +480,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists in the new format with 9 included' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: '5541988887777')
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -515,7 +515,7 @@ describe Whatsapp::IncomingMessageService do
         # Normalized format removes the 9 after country code
         normalized_wa_id = '541123456789'
         contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: normalized_wa_id)
-        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+        last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
         described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
         # no new conversation should be created
         expect(whatsapp_channel.inbox.conversations.count).to eq(1)
@@ -532,7 +532,7 @@ describe Whatsapp::IncomingMessageService do
       context 'when a contact inbox exists with the same format' do
         it 'appends to existing contact' do
           contact_inbox = create(:contact_inbox, inbox: whatsapp_channel.inbox, source_id: wa_id)
-          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox)
+          last_conversation = create(:conversation, inbox: whatsapp_channel.inbox, contact_inbox: contact_inbox, contact: contact_inbox.contact)
           described_class.new(inbox: whatsapp_channel.inbox, params: params).perform
           # no new conversation should be created
           expect(whatsapp_channel.inbox.conversations.count).to eq(1)

spec/services/whatsapp/send_on_whatsapp_service_spec.rb

@@ -72,6 +72,21 @@ describe Whatsapp::SendOnWhatsappService do
         expect(message.reload.source_id).to eq('123456789')
       end
 
+      it 'fails a free-form message without contacting the provider when outside the 24 hour limit' do
+        create(:message, message_type: :incoming, content: 'test', created_at: 25.hours.ago,
+                         conversation: conversation, account: conversation.account)
+        message = create(:message, message_type: :outgoing, content: 'test',
+                                   conversation: conversation, account: conversation.account)
+
+        expect(Whatsapp::TemplateProcessorService).not_to receive(:new)
+
+        described_class.new(message: message).perform
+
+        expect(message.reload.status).to eq('failed')
+        expect(message.external_error).to eq(I18n.t('errors.whatsapp.message_outside_messaging_window'))
+        expect(a_request(:post, 'https://waba.360dialog.io/v1/messages')).not_to have_been_made
+      end
+
       it 'marks message as failed when template name is blank' do
         processor = instance_double(Whatsapp::TemplateProcessorService)
         allow(Whatsapp::TemplateProcessorService).to receive(:new).and_return(processor)