Merge remote-tracking branch 'origin/develop' into codex/cw-7431-document-usage

This improves the Captain overview by loading reporting metrics and FAQ
stats from separate endpoints. Range changes now refresh only the
metrics, while reopen-rate calculation reuses the resolved conversation
count to avoid redundant database queries.

## What changed

- Split Captain overview metrics and FAQ stats into separate APIs.
- Fetch FAQ stats independently from range-based metrics.
- Reuse resolved conversation totals when calculating reopen rate.
- Skip the reopen query when there are no resolved conversations.

.annotaterb.yml

@@ -0,0 +1,65 @@
+---
+:position: before
+:position_in_additional_file_patterns: before
+:position_in_class: before
+:position_in_factory: before
+:position_in_fixture: before
+:position_in_routes: before
+:position_in_serializer: before
+:position_in_test: before
+:classified_sort: true
+:exclude_controllers: true
+:exclude_factories: true
+:exclude_fixtures: true
+:exclude_helpers: true
+:exclude_scaffolds: true
+:exclude_serializers: true
+:exclude_sti_subclasses: false
+:exclude_tests: true
+:force: false
+:format_markdown: false
+:format_rdoc: false
+:format_yard: false
+:frozen: false
+:grouped_polymorphic: false
+:ignore_model_sub_dir: false
+:ignore_unknown_models: false
+:include_version: false
+:show_check_constraints: false
+:show_complete_foreign_keys: false
+:show_foreign_keys: true
+:show_indexes: true
+:show_indexes_include: false
+:simple_indexes: false
+:sort: false
+:timestamp: false
+:trace: false
+:with_comment: true
+:with_column_comments: true
+:with_table_comments: true
+:position_of_column_comment: :with_name
+:active_admin: false
+:command:
+:debug: false
+:hide_default_column_types: json,jsonb,hstore
+:hide_limit_column_types: integer,bigint,boolean
+:timestamp_columns:
+- created_at
+- updated_at
+:ignore_columns:
+:ignore_routes:
+:models: true
+:routes: false
+:skip_on_db_migrate: false
+:target_action: :do_annotations
+:wrapper:
+:wrapper_close:
+:wrapper_open:
+:classes_default_to_s: []
+:additional_file_patterns: []
+:model_dir:
+- app/models
+- enterprise/app/models
+:require: []
+:root_dir:
+- ''

.bundler-audit.yml

@@ -1,3 +1,23 @@
 ---
 ignore:
   - CVE-2021-41098 # https://github.com/chatwoot/chatwoot/issues/3097 (update once azure blob storage is updated)
+  - GHSA-57hq-95w6-v4fc # Devise confirmable race condition — patched locally in User model (remove once on Devise 5+)
+  # Devise 5 is currently blocked by devise-secure_password/devise_token_auth/devise-two-factor.
+  # Chatwoot does not enable Timeoutable, so the timeout redirect path is not reachable.
+  - GHSA-jp94-3292-c3xv
+  # Rails 7.1 has no patched release for the Active Storage proxy range
+  # advisories. Chatwoot limits proxy range requests locally.
+  - CVE-2026-33658
+  # Rails 7.1 has no patched release for this Active Storage direct-upload
+  # advisory. Chatwoot filters internal metadata keys locally.
+  - CVE-2026-33173
+  - CVE-2026-33174
+  # Rails 7.1 has no patched release for these Rails advisories. These are not
+  # reachable through Chatwoot's current usage patterns and should be removed
+  # once we upgrade to Rails 7.2.3.1+.
+  - CVE-2026-33168
+  - CVE-2026-33169
+  - CVE-2026-33170
+  - CVE-2026-33176
+  - CVE-2026-33195
+  - CVE-2026-33202

.circleci/config.yml

@@ -77,7 +77,8 @@ jobs:
 
       - node/install:
           node-version: '24.13'
-      - node/install-pnpm
+      - node/install-pnpm:
+          version: '10.2.0'
       - node/install-packages:
           pkg-manager: pnpm
           override-ci-command: pnpm i
@@ -93,8 +94,8 @@ jobs:
               exit 1
             fi
             mkdir -p ~/tmp
-            curl -L https://repo1.maven.org/maven2/org/openapitools/openapi-generator-cli/6.3.0/openapi-generator-cli-6.3.0.jar > ~/tmp/openapi-generator-cli-6.3.0.jar
-            java -jar ~/tmp/openapi-generator-cli-6.3.0.jar validate -i swagger/swagger.json
+            curl -L https://repo1.maven.org/maven2/org/openapitools/openapi-generator-cli/7.19.0/openapi-generator-cli-7.19.0.jar > ~/tmp/openapi-generator-cli-7.19.0.jar
+            java -jar ~/tmp/openapi-generator-cli-7.19.0.jar validate -i swagger/swagger.json
 
       # Bundle audit
       - run:
@@ -118,7 +119,8 @@ jobs:
       - checkout
       - node/install:
           node-version: '24.13'
-      - node/install-pnpm
+      - node/install-pnpm:
+          version: '10.2.0'
       - node/install-packages:
           pkg-manager: pnpm
           override-ci-command: pnpm i
@@ -149,7 +151,8 @@ jobs:
       - checkout
       - node/install:
           node-version: '24.13'
-      - node/install-pnpm
+      - node/install-pnpm:
+          version: '10.2.0'
       - node/install-packages:
           pkg-manager: pnpm
           override-ci-command: pnpm i

.env.example

@@ -98,6 +98,8 @@ SMTP_OPENSSL_VERIFY_MODE=peer
 # Mail Incoming
 # This is the domain set for the reply emails when conversation continuity is enabled
 MAILER_INBOUND_EMAIL_DOMAIN=
+# Maximum time in seconds to process a single IMAP email
+# EMAIL_PROCESSING_TIMEOUT_SECONDS=60
 # Set this to the appropriate ingress channel with regards to incoming emails
 # Possible values are :
 # relay for Exim, Postfix, Qmail
@@ -232,6 +234,10 @@ ANDROID_SHA256_CERT_FINGERPRINT=AC:73:8E:DE:EB:56:EA:CC:10:87:02:A7:65:37:7B:38:
 # Comma-separated list of trusted IPs that bypass Rack Attack throttling rules
 # RACK_ATTACK_ALLOWED_IPS=127.0.0.1,::1,192.168.0.10
 
+## SafeFetch private network access
+## Keep disabled by default. Self-hosted installations can enable this to allow SafeFetch requests to private network URLs.
+# SAFE_FETCH_ALLOW_PRIVATE_NETWORK=false
+
 ## Running chatwoot as an API only server
 ## setting this value to true will disable the frontend dashboard endpoints
 # CW_API_ONLY_SERVER=false
@@ -266,9 +272,9 @@ AZURE_APP_SECRET=
 # ENABLE_SIDEKIQ_DEQUEUE_LOGGER=false
 
 
-# AI powered features
-## OpenAI key
-# OPENAI_API_KEY=
+# AI powered features (Captain)
+# The OpenAI API key and endpoint for Captain are not configured via .env.
+# Set them at Super Admin > App Configs > Captain (CAPTAIN_OPEN_AI_API_KEY, CAPTAIN_OPEN_AI_ENDPOINT).
 
 # Housekeeping/Performance related configurations
 # Set to true if you want to remove stale contact inboxes

.github/scripts/ghsa_linear_sync.py

@@ -0,0 +1,195 @@
+#!/usr/bin/env python3
+"""Sync triage GitHub security advisories to Linear issues."""
+
+from __future__ import annotations
+
+import os
+import sys
+from typing import Any
+
+import requests
+
+GITHUB_API = "https://api.github.com"
+LINEAR_API = "https://api.linear.app/graphql"
+
+SEVERITY_PRIORITY = {"critical": 1, "high": 2, "medium": 3, "low": 4}
+SEVERITY_COLOR = {
+    "critical": 15548997,
+    "high": 15105570,
+    "medium": 15844367,
+    "low": 3066993,
+}
+DEFAULT_COLOR = 9807270
+
+
+def required_env(name: str) -> str:
+    value = os.environ.get(name)
+    if not value:
+        sys.exit(f"Missing required env var: {name}")
+    return value
+
+
+def fetch_triage_advisories(repo: str, token: str) -> list[dict[str, Any]]:
+    url: str | None = f"{GITHUB_API}/repos/{repo}/security-advisories"
+    params: dict[str, Any] | None = {"state": "triage", "per_page": 100}
+    headers = {
+        "Accept": "application/vnd.github+json",
+        "Authorization": f"Bearer {token}",
+        "X-GitHub-Api-Version": "2022-11-28",
+    }
+    advisories: list[dict[str, Any]] = []
+    while url:
+        r = requests.get(url, headers=headers, params=params, timeout=30)
+        r.raise_for_status()
+        advisories.extend(r.json())
+        next_link = r.links.get("next")
+        url = next_link["url"] if next_link else None
+        params = None
+    return advisories
+
+
+def linear_call(query: str, variables: dict[str, Any], api_key: str) -> dict[str, Any]:
+    r = requests.post(
+        LINEAR_API,
+        headers={"Authorization": api_key},
+        json={"query": query, "variables": variables},
+        timeout=30,
+    )
+    r.raise_for_status()
+    return r.json()
+
+
+def linear_issue_exists(ghsa_id: str, api_key: str) -> bool:
+    query = (
+        "query($q: String!) { issues(filter: {title: {contains: $q}}, first: 1) "
+        "{ nodes { id } } }"
+    )
+    resp = linear_call(query, {"q": ghsa_id}, api_key)
+    return len(resp.get("data", {}).get("issues", {}).get("nodes", [])) > 0
+
+
+def linear_create_issue(input_data: dict[str, Any], api_key: str) -> dict[str, str] | None:
+    query = (
+        "mutation($input: IssueCreateInput!) { issueCreate(input: $input) "
+        "{ success issue { identifier url } } }"
+    )
+    resp = linear_call(query, {"input": input_data}, api_key)
+    create = resp.get("data", {}).get("issueCreate") or {}
+    if not create.get("success"):
+        return None
+    return create.get("issue")
+
+
+def reporter_login(advisory: dict[str, Any]) -> str:
+    for credit in advisory.get("credits") or []:
+        user = (credit or {}).get("user") or {}
+        if user.get("login"):
+            return user["login"]
+    return "unknown"
+
+
+def cvss_score(advisory: dict[str, Any]) -> str:
+    score = (advisory.get("cvss") or {}).get("score")
+    return str(score) if score is not None else "n/a"
+
+
+def build_description(adv: dict[str, Any]) -> str:
+    return (
+        f"**GHSA:** {adv['ghsa_id']}\n"
+        f"**CVE:** {adv.get('cve_id') or 'n/a'}\n"
+        f"**Severity:** {adv.get('severity') or 'unknown'} (CVSS {cvss_score(adv)})\n"
+        f"**Reporter:** {reporter_login(adv)}\n"
+        f"**Reported:** {(adv.get('created_at') or '').split('T')[0]}\n"
+        f"**Advisory:** {adv['html_url']}\n\n"
+        f"---\n\n"
+        f"{adv.get('description') or 'No description provided.'}"
+    )
+
+
+def post_discord(adv: dict[str, Any], issue: dict[str, str], webhook_url: str) -> None:
+    severity = adv.get("severity") or "unknown"
+    title = f"[{adv['ghsa_id']}] {adv['summary']}"[:250]
+    payload = {
+        "username": "GHSA Sync",
+        "embeds": [
+            {
+                "title": title,
+                "url": issue["url"],
+                "color": SEVERITY_COLOR.get(severity, DEFAULT_COLOR),
+                "fields": [
+                    {"name": "Linear", "value": issue["identifier"], "inline": True},
+                    {
+                        "name": "Severity",
+                        "value": f"{severity} (CVSS {cvss_score(adv)})",
+                        "inline": True,
+                    },
+                    {
+                        "name": "Advisory",
+                        "value": f"[GitHub]({adv['html_url']})",
+                        "inline": True,
+                    },
+                ],
+            }
+        ],
+    }
+    try:
+        requests.post(webhook_url, json=payload, timeout=10)
+    except requests.RequestException:
+        pass
+
+
+def main() -> int:
+    repo = required_env("GITHUB_REPOSITORY")
+    gh_token = required_env("GHSA_READ_TOKEN")
+    linear_api_key = required_env("LINEAR_API_KEY")
+    team_id = required_env("LINEAR_TEAM_ID")
+    project_id = required_env("LINEAR_PROJECT_ID")
+    label_id = required_env("LINEAR_LABEL_ID")
+    discord_webhook = os.environ.get("DISCORD_WEBHOOK_URL") or None
+
+    advisories = fetch_triage_advisories(repo, gh_token)
+    print(f"Fetched {len(advisories)} triage advisories")
+
+    created = skipped = failed = 0
+
+    for adv in advisories:
+        ghsa_id = adv.get("ghsa_id")
+        if not ghsa_id:
+            failed += 1
+            continue
+
+        try:
+            if linear_issue_exists(ghsa_id, linear_api_key):
+                skipped += 1
+                continue
+
+            severity = adv.get("severity") or "unknown"
+            issue = linear_create_issue(
+                {
+                    "title": f"[{ghsa_id}] {adv.get('summary', '')}",
+                    "description": build_description(adv),
+                    "teamId": team_id,
+                    "projectId": project_id,
+                    "labelIds": [label_id],
+                    "priority": SEVERITY_PRIORITY.get(severity, 3),
+                },
+                linear_api_key,
+            )
+        except requests.RequestException:
+            failed += 1
+            continue
+
+        if not issue:
+            failed += 1
+            continue
+
+        created += 1
+        if discord_webhook:
+            post_discord(adv, issue, discord_webhook)
+
+    print(f"Created {created}, skipped {skipped}, failed {failed}")
+    return 1 if failed > 0 else 0
+
+
+if __name__ == "__main__":
+    sys.exit(main())

.github/workflows/deploy_check.yml

@@ -11,6 +11,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   deployment_check:
     name: Check Deployment

.github/workflows/frontend-fe.yml

@@ -8,6 +8,9 @@ on:
     branches:
       - develop
 
+permissions:
+  contents: read
+
 jobs:
   test:
     runs-on: ubuntu-22.04

.github/workflows/ghsa-linear-sync.yml

@@ -0,0 +1,29 @@
+name: Sync GHSA advisories to Linear
+
+on:
+  schedule:
+    - cron: '0 4 * * *'  # daily at 09:30 IST
+  workflow_dispatch: {}
+
+permissions:
+  contents: read
+
+jobs:
+  sync:
+    runs-on: ubuntu-latest
+    steps:
+      - uses: actions/checkout@v4
+      - uses: actions/setup-python@v5
+        with:
+          python-version: '3.11'
+      - name: Install dependencies
+        run: pip install requests==2.32.3
+      - name: Sync advisories
+        env:
+          GHSA_READ_TOKEN: ${{ secrets.GHSA_READ_TOKEN }}
+          LINEAR_API_KEY: ${{ secrets.LINEAR_API_KEY }}
+          LINEAR_TEAM_ID: ${{ secrets.LINEAR_TEAM_ID }}
+          LINEAR_PROJECT_ID: ${{ secrets.LINEAR_PROJECT_ID }}
+          LINEAR_LABEL_ID: ${{ secrets.LINEAR_LABEL_ID }}
+          DISCORD_WEBHOOK_URL: ${{ secrets.DISCORD_WEBHOOK_URL }}
+        run: python3 .github/scripts/ghsa_linear_sync.py

.github/workflows/logging_percentage_check.yml

@@ -10,6 +10,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   log_lines_check:
     runs-on: ubuntu-latest

.github/workflows/nightly_installer.yml

@@ -14,6 +14,9 @@ on:
     - cron: "0 0 * * *"
   workflow_dispatch:
 
+permissions:
+  contents: read
+
 jobs:
   nightly:
     runs-on: ubuntu-24.04

.github/workflows/publish_codespace_image.yml

@@ -3,6 +3,10 @@ name: Publish Codespace Base Image
 on:
   workflow_dispatch:
 
+permissions:
+  contents: read
+  packages: write
+
 jobs:
   publish-code-space-image:
     runs-on: ubuntu-latest

.github/workflows/publish_ee_docker.yml

@@ -18,6 +18,9 @@ on:
 env:
   DOCKER_REPO: chatwoot/chatwoot
 
+permissions:
+  contents: read
+
 jobs:
   build:
     strategy:

.github/workflows/publish_foss_docker.yml

@@ -18,6 +18,9 @@ on:
 env:
   DOCKER_REPO: chatwoot/chatwoot
 
+permissions:
+  contents: read
+
 jobs:
   build:
     strategy:

.github/workflows/size-limit.yml

@@ -10,6 +10,9 @@ concurrency:
   group: pr-${{ github.workflow }}-${{ github.head_ref }}
   cancel-in-progress: true
 
+permissions:
+  contents: read
+
 jobs:
   test:
     runs-on: ubuntu-22.04

.github/workflows/test_docker_build.yml

@@ -7,6 +7,9 @@ on:
       - master
   workflow_dispatch:
 
+permissions:
+  contents: read
+
 jobs:
   test-build:
     strategy:

AGENTS.md

@@ -43,13 +43,18 @@
 
 ## General Guidelines
 
-- MVP focus: Least code change, happy-path only
-- No unnecessary defensive programming
-- Ship the happy path first: limit guards/fallbacks to what production has proven necessary, then iterate
+- Prefer the smallest production-ready change that solves the current problem.
+- Build for the expected production path first. Do not add speculative guards, fallbacks, retries, or edge-case handling unless the caller can actually hit that case or production has proven it necessary.
+- When an impossible or misconfigured state would indicate a setup/deployment bug, let it fail loudly instead of silently skipping behavior.
+- For locked/internal configs that must exist in production, prefer direct reads (`find`, `find_by!`, required hash keys) over silent fallbacks.
+- Do not add validation or response checks unless the code uses the result or the check changes behavior meaningfully.
+- Prefer existing repo dependencies/client libraries over hand-rolled protocol code for auth, signing, parsing, or API plumbing.
+- Avoid one-use private helpers unless they hide real complexity or make the main flow meaningfully easier to read.
 - Prefer minimal, readable code over elaborate abstractions; clarity beats cleverness
 - Break down complex tasks into small, testable units
 - Iterate after confirmation
 - Avoid writing specs unless explicitly asked
+- In specs, avoid custom helper methods for setup/data. Prefer `let` values and direct per-example setup; only add a helper when it removes meaningful repeated complexity.
 - Remove dead/unreachable/unused code
 - Don’t write multiple versions or backups for the same logic — pick the best approach and implement it
 - Prefer `with_modified_env` (from spec helpers) over stubbing `ENV` directly in specs
@@ -68,11 +73,20 @@
 - Example: `feat(auth): add user authentication`
 - Don't reference Claude in commit messages
 
+## PR Description Format
+
+- Start with a short, user-facing paragraph describing the product change.
+- Add a `Closes` section with relevant issue links (GitHub, Linear, etc.).
+- For feature PRs, add `How to test` from a product/UX standpoint.
+- For bugfix PRs, use `How to reproduce` when helpful.
+- Optionally add a `What changed` section for implementation highlights.
+- Do not add a `How this was tested` section listing specs/commands.
+
 ## Project-Specific
 
 - **Translations**:
-  - Only update `en.yml` and `en.json`
-  - Other languages are handled by the community
+  - For product and source-string changes, only update `en.yml` and `en.json`; other languages are handled through Crowdin and the community
+  - Crowdin-generated translation sync PRs may update non-English locale files; do not flag those changes solely for modifying translated locale files
   - Backend i18n → `en.yml`, Frontend i18n → `en.json`
 - **Frontend**:
   - Use `components-next/` for message bubbles (the rest is being deprecated)

Gemfile

@@ -22,6 +22,7 @@ gem 'time_diff'
 gem 'tzinfo-data'
 gem 'valid_email2'
 gem 'email-provider-info'
+gem 'gemoji'
 # compress javascript config.assets.js_compressor
 gem 'uglifier'
 ##-- used for single column multiple binary flags in notification settings/feature flagging --##
@@ -40,6 +41,8 @@ gem 'json_refs'
 gem 'rack-attack', '>= 6.7.0'
 # a utility tool for streaming, flexible and safe downloading of remote files
 gem 'down'
+# SSRF-safe URL fetching
+gem 'ssrf_filter', '~> 1.5'
 # authentication type to fetch and send mail over oauth2.0
 gem 'gmail_xoauth'
 # Lock net-smtp to 0.3.4 to avoid issues with gmail_xoauth2
@@ -73,7 +76,7 @@ gem 'faraday_middleware-aws-sigv4'
 ##--- gems for server & infra configuration ---##
 gem 'dotenv-rails', '>= 3.0.0'
 gem 'foreman'
-gem 'puma'
+gem 'puma', '~> 7.2', '>= 7.2.1'
 gem 'vite_rails'
 # metrics on heroku
 gem 'barnes'
@@ -82,10 +85,11 @@ gem 'barnes'
 gem 'devise', '>= 4.9.4'
 gem 'devise-secure_password', git: 'https://github.com/chatwoot/devise-secure_password', branch: 'chatwoot'
 gem 'devise_token_auth', '>= 1.2.3'
+gem 'rails-i18n', '~> 7.0'
 # two-factor authentication
 gem 'devise-two-factor', '>= 5.0.0'
 # authorization
-gem 'jwt'
+gem 'jwt', '~> 2.10', '>= 2.10.3'
 gem 'pundit'
 
 # super admin
@@ -129,9 +133,9 @@ gem 'sentry-ruby', require: false
 gem 'sentry-sidekiq', '>= 5.19.0', require: false
 
 ##-- background job processing --##
-gem 'sidekiq', '>= 7.3.1'
+gem 'sidekiq', '~> 7.3', '>= 7.3.1'
 # We want cron jobs
-gem 'sidekiq-cron', '>= 1.12.0'
+gem 'sidekiq-cron', '>= 2.4.0'
 # for sidekiq healthcheck
 gem 'sidekiq_alive'
 
@@ -191,10 +195,10 @@ gem 'reverse_markdown'
 
 gem 'iso-639'
 gem 'ruby-openai'
-gem 'ai-agents'
+gem 'ai-agents', '>= 0.12.0'
 
 # TODO: Move this gem as a dependency of ai-agents
-gem 'ruby_llm', '>= 1.8.2'
+gem 'ruby_llm', '>= 1.14.1'
 gem 'ruby_llm-schema'
 
 gem 'cld3', '~> 3.7'
@@ -205,6 +209,8 @@ gem 'opentelemetry-exporter-otlp'
 
 gem 'shopify_api'
 
+gem 'firecrawl-sdk', '~> 1.0', require: 'firecrawl'
+
 ### Gems required only in specific deployment environments ###
 ##############################################################
 
@@ -268,6 +274,7 @@ group :development, :test do
   gem 'seed_dump'
   gem 'shoulda-matchers'
   gem 'simplecov', '>= 0.21', require: false
+  gem 'skooma'
   gem 'spring'
   gem 'spring-watcher-listen'
 end

Gemfile.lock

@@ -108,8 +108,8 @@ GEM
     acts-as-taggable-on (12.0.0)
       activerecord (>= 7.1, < 8.1)
       zeitwerk (>= 2.4, < 3.0)
-    addressable (2.8.7)
-      public_suffix (>= 2.0.2, < 7.0)
+    addressable (2.9.0)
+      public_suffix (>= 2.0.2, < 8.0)
     administrate (0.20.1)
       actionpack (>= 6.0, < 8.0)
       actionview (>= 6.0, < 8.0)
@@ -126,8 +126,8 @@ GEM
       jbuilder (~> 2)
       rails (>= 4.2, < 7.2)
       selectize-rails (~> 0.6)
-    ai-agents (0.9.0)
-      ruby_llm (~> 1.9.1)
+    ai-agents (0.12.0)
+      ruby_llm (~> 1.14)
     annotaterb (4.20.0)
       activerecord (>= 6.0.0)
       activesupport (>= 6.0.0)
@@ -136,6 +136,8 @@ GEM
     audited (5.4.1)
       activerecord (>= 5.0, < 7.7)
       activesupport (>= 5.0, < 7.7)
+    auth-sanitizer (0.2.1)
+      version_gem (~> 1.1, >= 1.1.10)
     aws-actionmailbox-ses (0.1.0)
       actionmailbox (>= 7.1.0)
       aws-sdk-s3 (~> 1, >= 1.123.0)
@@ -166,9 +168,9 @@ GEM
       multi_json (~> 1)
       statsd-ruby (~> 1.1)
     base64 (0.3.0)
-    bcrypt (3.1.20)
+    bcrypt (3.1.22)
     benchmark (0.4.1)
-    bigdecimal (3.2.2)
+    bigdecimal (4.1.2)
     bindex (0.8.1)
     bootsnap (1.16.0)
       msgpack (~> 1.2)
@@ -184,18 +186,22 @@ GEM
       bundler (>= 1.2.0, < 3)
       thor (~> 1.0)
     byebug (11.1.3)
+    cgi (0.5.1)
     childprocess (5.1.0)
       logger (~> 1.5)
     cld3 (3.7.0)
     climate_control (1.2.0)
     coderay (1.1.3)
     commonmarker (0.23.10)
-    concurrent-ruby (1.3.5)
-    connection_pool (2.5.3)
+    concurrent-ruby (1.3.7)
+    connection_pool (2.5.5)
     crack (1.0.0)
       bigdecimal
       rexml
-    crass (1.0.6)
+    crass (1.0.7)
+    cronex (0.15.0)
+      tzinfo
+      unicode (>= 0.4.4.5)
     csv (3.3.0)
     csv-safe (3.3.1)
       csv (~> 3.0)
@@ -205,14 +211,15 @@ GEM
       activerecord (>= 5.a)
       database_cleaner-core (~> 2.0.0)
     database_cleaner-core (2.0.1)
-    datadog (2.19.0)
-      datadog-ruby_core_source (~> 3.4, >= 3.4.1)
-      libdatadog (~> 18.1.0.1.0)
-      libddwaf (~> 1.24.1.0.3)
+    datadog (2.38.0)
+      cgi
+      datadog-ruby_core_source (~> 3.5, >= 3.5.3)
+      libdatadog (~> 36.0.0.1.0)
+      libddwaf (~> 1.30.0.0.0)
       logger
       msgpack
-    datadog-ruby_core_source (3.4.1)
-    date (3.4.1)
+    datadog-ruby_core_source (3.5.3)
+    date (3.5.1)
     debug (1.8.0)
       irb (>= 1.5.0)
       reline (>= 0.3.1)
@@ -268,8 +275,8 @@ GEM
       dry-logic (~> 1.5)
       dry-types (~> 1.8)
       zeitwerk (~> 2.6)
-    dry-types (1.8.3)
-      bigdecimal (~> 3.0)
+    dry-types (1.9.1)
+      bigdecimal (>= 3.0)
       concurrent-ruby (~> 1.0)
       dry-core (~> 1.0)
       dry-inflector (~> 1.0)
@@ -298,7 +305,7 @@ GEM
       railties (>= 5.0.0)
     faker (3.2.0)
       i18n (>= 1.8.11, < 2)
-    faraday (2.14.1)
+    faraday (2.14.3)
       faraday-net_http (>= 2.0, < 3.5)
       json
       logger
@@ -307,9 +314,9 @@ GEM
     faraday-mashify (1.0.0)
       faraday (~> 2.0)
       hashie
-    faraday-multipart (1.0.4)
-      multipart-post (~> 2)
-    faraday-net_http (3.4.2)
+    faraday-multipart (1.2.0)
+      multipart-post (~> 2.0)
+    faraday-net_http (3.4.4)
       net-http (~> 0.5)
     faraday-net_http_persistent (2.1.0)
       faraday (~> 2.5)
@@ -336,6 +343,7 @@ GEM
     ffi-compiler (1.0.1)
       ffi (>= 1.0.0)
       rake
+    firecrawl-sdk (1.4.1)
     flag_shih_tzu (0.3.23)
     foreman (0.87.2)
     fugit (1.11.1)
@@ -349,6 +357,7 @@ GEM
       googleapis-common-protos-types (>= 1.3.1, < 2.a)
       googleauth (~> 1.0)
       grpc (~> 1.36)
+    gemoji (4.1.0)
     geocoder (1.8.1)
     gli (2.22.2)
       ostruct
@@ -430,7 +439,8 @@ GEM
     hana (1.3.7)
     hash_diff (1.1.1)
     hashdiff (1.1.0)
-    hashie (5.0.0)
+    hashie (5.1.0)
+      logger
     html2text (0.4.0)
       nokogiri (>= 1.0, < 2.0)
     http (5.1.1)
@@ -465,7 +475,7 @@ GEM
       rails-dom-testing (>= 1, < 3)
       railties (>= 4.2.0)
       thor (>= 0.14, < 2.0)
-    json (2.18.1)
+    json (2.19.9)
     json_refs (0.1.8)
       hana
     json_schemer (0.2.24)
@@ -473,6 +483,12 @@ GEM
       hana (~> 1.3)
       regexp_parser (~> 2.0)
       uri_template (~> 0.7)
+    json_skooma (0.2.5)
+      bigdecimal
+      hana (~> 1.3)
+      regexp_parser (~> 2.0)
+      uri-idna (~> 0.2)
+      zeitwerk (~> 2.6)
     judoscale-rails (1.8.2)
       judoscale-ruby (= 1.8.2)
       railties
@@ -480,7 +496,7 @@ GEM
     judoscale-sidekiq (1.8.2)
       judoscale-ruby (= 1.8.2)
       sidekiq (>= 5.0)
-    jwt (2.10.1)
+    jwt (2.10.3)
       base64
     kaminari (1.2.2)
       activesupport (>= 4.1.0)
@@ -507,15 +523,16 @@ GEM
       logger (~> 1.6)
     letter_opener (1.10.0)
       launchy (>= 2.2, < 4)
-    libdatadog (18.1.0.1.0)
-    libdatadog (18.1.0.1.0-x86_64-linux)
-    libddwaf (1.24.1.0.3)
+    libdatadog (36.0.0.1.0)
+    libdatadog (36.0.0.1.0-arm64-darwin)
+    libdatadog (36.0.0.1.0-x86_64-linux)
+    libddwaf (1.30.0.0.2)
       ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-arm64-darwin)
+    libddwaf (1.30.0.0.2-arm64-darwin)
       ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-x86_64-darwin)
+    libddwaf (1.30.0.0.2-x86_64-darwin)
       ffi (~> 1.0)
-    libddwaf (1.24.1.0.3-x86_64-linux)
+    libddwaf (1.30.0.0.2-x86_64-linux)
       ffi (~> 1.0)
     line-bot-api (1.28.0)
     lint_roller (1.1.0)
@@ -532,7 +549,7 @@ GEM
       activesupport (>= 4)
       railties (>= 4)
       request_store (~> 1.0)
-    loofah (2.23.1)
+    loofah (2.25.2)
       crass (~> 1.0.2)
       nokogiri (>= 1.12.0)
     mail (2.8.1)
@@ -555,9 +572,9 @@ GEM
     minitest (5.25.5)
     mock_redis (0.36.0)
       ruby2_keywords
-    msgpack (1.8.0)
+    msgpack (1.8.3)
     multi_json (1.15.0)
-    multi_xml (0.8.0)
+    multi_xml (0.9.1)
       bigdecimal (>= 3.1, < 5)
     multipart-post (2.4.1)
     mutex_m (0.3.0)
@@ -567,7 +584,7 @@ GEM
       uri (>= 0.11.1)
     net-http-persistent (4.0.2)
       connection_pool (~> 2.2)
-    net-imap (0.4.20)
+    net-imap (0.6.4.1)
       date
       net-protocol
     net-pop (0.1.2)
@@ -582,30 +599,37 @@ GEM
       sidekiq
     newrelic_rpm (9.6.0)
       base64
-    nio4r (2.7.3)
-    nokogiri (1.18.9)
+    nio4r (2.7.5)
+    nokogiri (1.19.4)
       mini_portile2 (~> 2.8.2)
       racc (~> 1.4)
-    nokogiri (1.18.9-arm64-darwin)
+    nokogiri (1.19.4-arm64-darwin)
       racc (~> 1.4)
-    nokogiri (1.18.9-x86_64-darwin)
+    nokogiri (1.19.4-x86_64-darwin)
       racc (~> 1.4)
-    nokogiri (1.18.9-x86_64-linux-gnu)
+    nokogiri (1.19.4-x86_64-linux-gnu)
       racc (~> 1.4)
-    oauth (1.1.0)
-      oauth-tty (~> 1.0, >= 1.0.1)
-      snaky_hash (~> 2.0)
-      version_gem (~> 1.1)
-    oauth-tty (1.0.5)
-      version_gem (~> 1.1, >= 1.1.1)
-    oauth2 (2.0.9)
-      faraday (>= 0.17.3, < 3.0)
-      jwt (>= 1.0, < 3.0)
+    oauth (1.1.6)
+      auth-sanitizer (~> 0.2, >= 0.2.1)
+      base64 (~> 0.1)
+      cgi
+      oauth-tty (~> 1.0, >= 1.0.8)
+      snaky_hash (~> 2.0, >= 2.0.5)
+      version_gem (~> 1.1, >= 1.1.11)
+    oauth-tty (1.0.8)
+      auth-sanitizer (~> 0.1, >= 0.1.3)
+      cgi
+      version_gem (~> 1.1, >= 1.1.9)
+    oauth2 (2.0.22)
+      auth-sanitizer (~> 0.2, >= 0.2.1)
+      faraday (>= 0.17.3, < 4.0)
+      jwt (>= 1.0, < 4.0)
+      logger (~> 1.2)
       multi_xml (~> 0.5)
       rack (>= 1.2, < 4)
-      snaky_hash (~> 2.0)
-      version_gem (~> 1.1)
-    oj (3.16.10)
+      snaky_hash (~> 2.0, >= 2.0.5)
+      version_gem (~> 1.1, >= 1.1.11)
+    oj (3.17.3)
       bigdecimal (>= 3.0)
       ostruct (>= 0.2)
     omniauth (2.1.4)
@@ -652,7 +676,7 @@ GEM
       opentelemetry-api (~> 1.0)
     orm_adapter (0.5.0)
     os (1.1.4)
-    ostruct (0.6.1)
+    ostruct (0.6.3)
     parallel (1.27.0)
     parser (3.3.8.0)
       ast (~> 2.4.1)
@@ -670,14 +694,14 @@ GEM
       method_source (~> 1.0)
     pry-rails (0.3.9)
       pry (>= 0.10.4)
-    public_suffix (6.0.2)
-    puma (6.4.3)
+    public_suffix (7.0.5)
+    puma (7.2.1)
       nio4r (~> 2.0)
     pundit (2.3.0)
       activesupport (>= 3.0.0)
     raabro (1.4.0)
     racc (1.8.1)
-    rack (3.2.5)
+    rack (3.2.6)
     rack-attack (6.7.0)
       rack (>= 1.0, < 4)
     rack-contrib (2.5.0)
@@ -692,7 +716,7 @@ GEM
       rack (>= 3.0.0, < 4)
     rack-proxy (0.7.7)
       rack
-    rack-session (2.1.1)
+    rack-session (2.1.2)
       base64 (>= 0.1.0)
       rack (>= 3.0.0)
     rack-test (2.1.0)
@@ -718,9 +742,12 @@ GEM
       activesupport (>= 5.0.0)
       minitest
       nokogiri (>= 1.6)
-    rails-html-sanitizer (1.6.1)
-      loofah (~> 2.21)
+    rails-html-sanitizer (1.7.1)
+      loofah (~> 2.25, >= 2.25.2)
       nokogiri (>= 1.15.7, != 1.16.7, != 1.16.6, != 1.16.5, != 1.16.4, != 1.16.3, != 1.16.2, != 1.16.1, != 1.16.0.rc1, != 1.16.0)
+    rails-i18n (7.0.10)
+      i18n (>= 0.7, < 2)
+      railties (>= 6.0.0, < 8)
     railties (7.1.5.2)
       actionpack (= 7.1.5.2)
       activesupport (= 7.1.5.2)
@@ -736,7 +763,7 @@ GEM
       ffi (~> 1.0)
     redis (5.0.6)
       redis-client (>= 0.9.0)
-    redis-client (0.22.2)
+    redis-client (0.26.4)
       connection_pool
     redis-namespace (1.10.0)
       redis (>= 4)
@@ -825,17 +852,17 @@ GEM
     ruby2ruby (2.5.0)
       ruby_parser (~> 3.1)
       sexp_processor (~> 4.6)
-    ruby_llm (1.9.2)
+    ruby_llm (1.15.0)
       base64
       event_stream_parser (~> 1)
       faraday (>= 1.10.0)
       faraday-multipart (>= 1)
       faraday-net_http (>= 1)
       faraday-retry (>= 1)
-      marcel (~> 1.0)
-      ruby_llm-schema (~> 0.2.1)
+      marcel (~> 1)
+      ruby_llm-schema (~> 0)
       zeitwerk (~> 2)
-    ruby_llm-schema (0.2.5)
+    ruby_llm-schema (0.3.0)
     ruby_parser (3.20.0)
       sexp_processor (~> 4.16)
     sass (3.7.4)
@@ -892,10 +919,11 @@ GEM
       logger
       rack (>= 2.2.4)
       redis-client (>= 0.22.2)
-    sidekiq-cron (1.12.0)
-      fugit (~> 1.8)
+    sidekiq-cron (2.4.0)
+      cronex (>= 0.13.0)
+      fugit (~> 1.8, >= 1.11.1)
       globalid (>= 1.0.1)
-      sidekiq (>= 6)
+      sidekiq (>= 6.5.0)
     sidekiq_alive (2.5.0)
       gserver (~> 0.0.1)
       sidekiq (>= 5, < 9)
@@ -910,6 +938,9 @@ GEM
       simplecov_json_formatter (~> 0.1)
     simplecov-html (0.13.2)
     simplecov_json_formatter (0.1.4)
+    skooma (0.3.7)
+      json_skooma (~> 0.2.5)
+      zeitwerk (~> 2.6)
     slack-ruby-client (2.7.0)
       faraday (>= 2.0.1)
       faraday-mashify
@@ -917,9 +948,9 @@ GEM
       gli
       hashie
       logger
-    snaky_hash (2.0.1)
-      hashie
-      version_gem (~> 1.1, >= 1.1.1)
+    snaky_hash (2.0.5)
+      hashie (>= 0.1.0, < 6)
+      version_gem (>= 1.1.8, < 3)
     sorbet-runtime (0.5.11934)
     spring (4.1.1)
     spring-watcher-listen (2.1.0)
@@ -933,6 +964,7 @@ GEM
       activesupport (>= 5.2)
       sprockets (>= 3.0.0)
     squasher (0.7.2)
+    ssrf_filter (1.5.0)
     stackprof (0.2.25)
     statsd-ruby (1.5.0)
     stripe (18.0.1)
@@ -947,7 +979,7 @@ GEM
     time_diff (0.3.0)
       activesupport
       i18n
-    timeout (0.4.3)
+    timeout (0.6.1)
     trailblazer-option (0.1.2)
     twilio-ruby (7.6.0)
       faraday (>= 0.9, < 3.0)
@@ -965,21 +997,25 @@ GEM
     unf (0.1.4)
       unf_ext
     unf_ext (0.0.8.2)
+    unicode (0.4.4.5)
     unicode-display_width (3.1.4)
       unicode-emoji (~> 4.0, >= 4.0.4)
     unicode-emoji (4.0.4)
     uniform_notifier (1.17.0)
     uri (1.1.1)
+    uri-idna (0.3.1)
     uri_template (0.7.0)
     valid_email2 (5.2.6)
       activemodel (>= 3.2)
       mail (~> 2.5)
-    version_gem (1.1.4)
-    vite_rails (3.0.17)
-      railties (>= 5.1, < 8)
+    version_gem (1.1.11)
+    vite_rails (3.10.0)
+      railties (>= 5.1, < 9)
       vite_ruby (~> 3.0, >= 3.2.2)
-    vite_ruby (3.8.0)
+    vite_ruby (3.10.2)
       dry-cli (>= 0.7, < 2)
+      logger (~> 1.6)
+      mutex_m
       rack-proxy (~> 0.6, >= 0.6.1)
       zeitwerk (~> 2.2)
     warden (1.2.9)
@@ -996,7 +1032,7 @@ GEM
       addressable (>= 2.8.0)
       crack (>= 0.3.2)
       hashdiff (>= 0.4.0, < 2.0.0)
-    websocket-driver (0.7.7)
+    websocket-driver (0.8.2)
       base64
       websocket-extensions (>= 0.1.0)
     websocket-extensions (0.1.5)
@@ -1004,7 +1040,7 @@ GEM
     working_hours (1.4.1)
       activesupport (>= 3.2)
       tzinfo
-    zeitwerk (2.7.4)
+    zeitwerk (2.7.5)
 
 PLATFORMS
   arm64-darwin-20
@@ -1024,7 +1060,7 @@ DEPENDENCIES
   administrate (>= 0.20.1)
   administrate-field-active_storage (>= 1.0.3)
   administrate-field-belongs_to_search (>= 0.9.0)
-  ai-agents
+  ai-agents (>= 0.12.0)
   annotaterb
   attr_extras
   audited (~> 5.4, >= 5.4.1)
@@ -1059,8 +1095,10 @@ DEPENDENCIES
   faker
   faraday_middleware-aws-sigv4
   fcm
+  firecrawl-sdk (~> 1.0)
   flag_shih_tzu
   foreman
+  gemoji
   geocoder
   gmail_xoauth
   google-cloud-dialogflow-v2 (>= 0.24.0)
@@ -1079,7 +1117,7 @@ DEPENDENCIES
   json_schemer
   judoscale-rails
   judoscale-sidekiq
-  jwt
+  jwt (~> 2.10, >= 2.10.3)
   kaminari
   koala
   letter_opener
@@ -1107,13 +1145,14 @@ DEPENDENCIES
   pgvector
   procore-sift
   pry-rails
-  puma
+  puma (~> 7.2, >= 7.2.1)
   pundit
   rack-attack (>= 6.7.0)
   rack-cors (= 2.0.0)
   rack-mini-profiler (>= 3.2.0)
   rack-timeout
   rails (~> 7.1)
+  rails-i18n (~> 7.0)
   redis
   redis-namespace
   responders (>= 3.1.1)
@@ -1127,7 +1166,7 @@ DEPENDENCIES
   rubocop-rails
   rubocop-rspec
   ruby-openai
-  ruby_llm (>= 1.8.2)
+  ruby_llm (>= 1.14.1)
   ruby_llm-schema
   scout_apm
   scss_lint
@@ -1138,15 +1177,17 @@ DEPENDENCIES
   sentry-sidekiq (>= 5.19.0)
   shopify_api
   shoulda-matchers
-  sidekiq (>= 7.3.1)
-  sidekiq-cron (>= 1.12.0)
+  sidekiq (~> 7.3, >= 7.3.1)
+  sidekiq-cron (>= 2.4.0)
   sidekiq_alive
   simplecov (>= 0.21)
   simplecov_json_formatter
+  skooma
   slack-ruby-client (~> 2.7.0)
   spring
   spring-watcher-listen
   squasher
+  ssrf_filter (~> 1.5)
   stackprof
   stripe (~> 18.0)
   telephone_number

LICENSE

@@ -1,4 +1,4 @@
-Copyright (c) 2017-2024 Chatwoot Inc.
+Copyright (c) 2017-2026 Chatwoot Inc.
 
 Portions of this software are licensed as follows:
 

Makefile

@@ -40,8 +40,12 @@ run:
 	fi
 
 force_run:
-	rm -f ./.overmind.sock
-	rm -f tmp/pids/*.pid
+	@echo "Cleaning up Overmind processes..."
+	@lsof -ti:3036 2>/dev/null | xargs kill -9 2>/dev/null || true
+	@lsof -ti:3000 2>/dev/null | xargs kill -9 2>/dev/null || true
+	@rm -f ./.overmind.sock
+	@rm -f tmp/pids/*.pid
+	@echo "Cleanup complete"
 	overmind start -f Procfile.dev
 
 force_run_tunnel:

VERSION_CW

@@ -1 +1 @@
-4.11.0
+4.16.1

app/actions/contact_identify_action.rb

@@ -104,7 +104,7 @@ class ContactIdentifyAction
     # blank identifier or email will throw unique index error
     # TODO: replace reject { |_k, v| v.blank? } with compact_blank when rails is upgraded
     @contact.discard_invalid_attrs if discard_invalid_attrs
-    @contact.save!
+    @contact.save! if @contact.changed?
     enqueue_avatar_job
   end
 

app/builders/account_builder.rb

@@ -44,7 +44,11 @@ class AccountBuilder
   end
 
   def create_account
-    @account = Account.create!(name: account_name, locale: I18n.locale)
+    @account = Account.create!(
+      name: account_name,
+      locale: I18n.locale,
+      custom_attributes: { 'onboarding_step' => 'account_details' }
+    )
     Current.account = @account
   end
 

app/builders/agent_builder.rb

@@ -2,6 +2,14 @@
 # It initializes with necessary attributes and provides a perform method
 # to create a user and account user in a transaction.
 class AgentBuilder
+  LIMIT_EXCEEDED_MESSAGE = 'Account limit exceeded. Please purchase more licenses'.freeze
+
+  class LimitExceededError < StandardError
+    def initialize
+      super(AgentBuilder::LIMIT_EXCEEDED_MESSAGE)
+    end
+  end
+
   # Initializes an AgentBuilder with necessary attributes.
   # @param email [String] the email of the user.
   # @param name [String] the name of the user.
@@ -14,23 +22,32 @@ class AgentBuilder
   # Creates a user and account user in a transaction.
   # @return [User] the created user.
   def perform
-    ActiveRecord::Base.transaction do
-      @user = find_or_create_user
-      create_account_user
+    account.with_lock do
+      raise LimitExceededError unless can_add_agent?
+
+      ActiveRecord::Base.transaction do
+        @user = find_or_create_user
+        create_account_user
+      end
     end
     @user
   end
 
   private
 
+  def can_add_agent?
+    account.usage_limits[:agents] > account.account_users.count
+  end
+
   # Finds a user by email or creates a new one with a temporary password.
   # @return [User] the found or created user.
   def find_or_create_user
     user = User.from_email(email)
     return user if user
 
+    @name = email.split('@').first if @name.blank?
     temp_password = "1!aA#{SecureRandom.alphanumeric(12)}"
-    User.create!(email: email, name: name, password: temp_password, password_confirmation: temp_password)
+    User.create!(email: email, name: @name, password: temp_password, password_confirmation: temp_password)
   end
 
   # Checks if the user needs confirmation.

app/builders/contact_inbox_with_contact_builder.rb

@@ -50,7 +50,7 @@ class ContactInboxWithContactBuilder
 
   def create_contact
     account.contacts.create!(
-      name: contact_attributes[:name] || ::Haikunator.haikunate(1000),
+      name: contact_name,
       phone_number: contact_attributes[:phone_number],
       email: contact_attributes[:email],
       identifier: contact_attributes[:identifier],
@@ -59,6 +59,11 @@ class ContactInboxWithContactBuilder
     )
   end
 
+  def contact_name
+    name = contact_attributes[:name] || ::Haikunator.haikunate(1000)
+    name.truncate(ApplicationRecord::MAX_STRING_COLUMN_LENGTH, omission: '')
+  end
+
   def find_contact
     contact = find_contact_by_identifier(contact_attributes[:identifier])
     contact ||= find_contact_by_email(contact_attributes[:email])

app/builders/email/base_builder.rb

@@ -1,4 +1,6 @@
 class Email::BaseBuilder
+  include EmailAddressParseable
+
   pattr_initialize [:inbox!]
 
   private
@@ -39,7 +41,7 @@ class Email::BaseBuilder
   end
 
   def business_name
-    inbox.business_name || inbox.sanitized_name
+    inbox.sanitized_business_name
   end
 
   def account_support_email
@@ -47,8 +49,4 @@ class Email::BaseBuilder
     # can save it in the format "Name <email@domain.com>"
     parse_email(account.support_email)
   end
-
-  def parse_email(email_string)
-    Mail::Address.new(email_string).address
-  end
 end

app/builders/messages/facebook/message_builder.rb

@@ -91,11 +91,21 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
 
   def fallback_params(attachment)
     {
-      fallback_title: attachment['title'],
-      external_url: attachment['url']
+      fallback_title: attachment['title'] || attachment.dig('payload', 'title'),
+      external_url: attachment['url'] || attachment.dig('payload', 'url')
     }
   end
 
+  # Facebook shared posts point to page URLs, not downloadable media URLs.
+  # Both `share` and `post` attachment types carry a page URL rather than a media file,
+  # so map them to `fallback` (which keeps the title/link without attempting a download).
+  # Keep this Facebook-only so Messenger/Instagram share attachments still use the parent media handling.
+  def normalize_file_type(type)
+    return :fallback if [:share, :post].include?(type.to_sym)
+
+    super
+  end
+
   def conversation_params
     {
       account_id: @inbox.account_id,
@@ -105,15 +115,19 @@ class Messages::Facebook::MessageBuilder < Messages::Messenger::MessageBuilder
   end
 
   def message_params
+    content_attributes = {
+      in_reply_to_external_id: response.in_reply_to_external_id
+    }
+    content_attributes[:external_echo] = true if @outgoing_echo
+
     {
       account_id: conversation.account_id,
       inbox_id: conversation.inbox_id,
       message_type: @message_type,
+      status: @outgoing_echo ? :delivered : :sent,
       content: response.content,
       source_id: response.identifier,
-      content_attributes: {
-        in_reply_to_external_id: response.in_reply_to_external_id
-      },
+      content_attributes: content_attributes,
       sender: @outgoing_echo ? nil : @contact_inbox.contact
     }
   end

app/builders/messages/message_builder.rb

@@ -13,6 +13,7 @@ class Messages::MessageBuilder
     @account = conversation.account
     @message_type = params[:message_type] || 'outgoing'
     @attachments = params[:attachments]
+    @is_voice_message = ActiveModel::Type::Boolean.new.cast(params[:is_voice_message])
     @automation_rule = content_attributes&.dig(:automation_rule_id)
     return unless params.instance_of?(ActionController::Parameters)
 
@@ -56,16 +57,25 @@ class Messages::MessageBuilder
         file: uploaded_attachment
       )
 
-      attachment.file_type = if uploaded_attachment.is_a?(String)
-                               file_type_by_signed_id(
-                                 uploaded_attachment
-                               )
-                             else
-                               file_type(uploaded_attachment&.content_type)
-                             end
+      attachment.file_type = attachment_file_type(uploaded_attachment)
+      tag_voice_message(attachment)
     end
   end
 
+  def attachment_file_type(uploaded_attachment)
+    if uploaded_attachment.is_a?(String)
+      file_type_by_signed_id(uploaded_attachment)
+    else
+      file_type(uploaded_attachment&.content_type)
+    end
+  end
+
+  def tag_voice_message(attachment)
+    return unless @is_voice_message && attachment.file_type == 'audio'
+
+    attachment.meta = (attachment.meta || {}).merge('is_voice_message' => true)
+  end
+
   def process_emails
     return unless @conversation.inbox&.inbox_type == 'Email'
 

app/builders/messages/messenger/message_builder.rb

@@ -2,16 +2,30 @@ class Messages::Messenger::MessageBuilder
   include ::FileTypeHelper
 
   def process_attachment(attachment)
-    # This check handles very rare case if there are multiple files to attach with only one usupported file
+    # This check handles very rare case if there are multiple files to attach with only one unsupported file
     return if unsupported_file_type?(attachment['type'])
 
-    attachment_obj = @message.attachments.new(attachment_params(attachment).except(:remote_file_url))
+    params = attachment_params(attachment)
+    # During Meta's sticker webhook transition, a sticker message carries both an `image`
+    # and a `sticker` attachment pointing to the same URL. Skip the redundant sticker so it
+    # isn't attached twice, while still storing legitimate duplicate attachments of other types.
+    return if duplicate_sticker?(attachment, params[:external_url])
+
+    attachment_obj = @message.attachments.new(params.except(:remote_file_url))
     attachment_obj.save!
-    attach_file(attachment_obj, attachment_params(attachment)[:remote_file_url]) if attachment_params(attachment)[:remote_file_url]
+    if facebook_reel?(attachment)
+      update_facebook_reel_content(attachment)
+    elsif params[:remote_file_url]
+      attach_file(attachment_obj, params[:remote_file_url])
+    end
+    fetch_attachment_links(attachment_obj)
+    update_attachment_file_type(attachment_obj)
+  end
+
+  def fetch_attachment_links(attachment_obj)
     fetch_story_link(attachment_obj) if attachment_obj.file_type == 'story_mention'
     fetch_ig_story_link(attachment_obj) if attachment_obj.file_type == 'ig_story'
     fetch_ig_post_link(attachment_obj) if attachment_obj.file_type == 'ig_post'
-    update_attachment_file_type(attachment_obj)
   end
 
   def attach_file(attachment, file_url)
@@ -23,10 +37,14 @@ class Messages::Messenger::MessageBuilder
       filename: attachment_file.original_filename,
       content_type: attachment_file.content_type
     )
+    # The Attachment row is saved before the blob is attached, so the
+    # after_create_commit broadcast bails on `file.attached?`. Re-fire here
+    # for audio so the bubble updates without waiting on transcription.
+    attachment.message&.reload&.send_update_event if attachment.file_type.to_sym == :audio
   end
 
   def attachment_params(attachment)
-    file_type = attachment['type'].to_sym
+    file_type = normalize_file_type(attachment['type'])
     params = { file_type: file_type, account_id: @message.account_id }
 
     if [:image, :file, :audio, :video, :share, :story_mention, :ig_reel, :ig_post, :ig_story].include? file_type
@@ -100,6 +118,35 @@ class Messages::Messenger::MessageBuilder
 
   private
 
+  # Facebook may send attachment types that don't directly match our file_type enum.
+  # Map known aliases to their canonical enum values.
+  FACEBOOK_FILE_TYPE_MAP = { reel: :ig_reel, sticker: :image }.freeze
+
+  def normalize_file_type(type)
+    sym = type.to_sym
+    FACEBOOK_FILE_TYPE_MAP.fetch(sym, sym)
+  end
+
+  def duplicate_sticker?(attachment, url)
+    return false unless attachment['type'].to_sym == :sticker
+    return false if url.blank?
+
+    @message.attachments.any? { |existing| existing.external_url == url }
+  end
+
+  # Facebook sends reel URLs as webpage links (facebook.com/reel/...) rather than
+  # direct video URLs. Downloading these yields HTML, not video content.
+  def facebook_reel?(attachment)
+    attachment['type'].to_sym == :reel
+  end
+
+  def update_facebook_reel_content(attachment)
+    url = attachment.dig('payload', 'url')
+    return if url.blank?
+
+    @message.update!(content: url) if @message.content.blank?
+  end
+
   def unsupported_file_type?(attachment_type)
     [:template, :unsupported_type, :ephemeral].include? attachment_type.to_sym
   end

app/builders/notification_builder.rb

@@ -27,6 +27,8 @@ class NotificationBuilder
     return if notification_type == 'conversation_creation' && !user_subscribed_to_notification?
     # skip notifications for blocked conversations except for user mentions
     return if primary_actor.contact.blocked? && notification_type != 'conversation_mention'
+    # respect conversation access (inbox/team membership and custom-role permissions)
+    return unless user_can_access_conversation?
 
     user.notifications.create!(
       notification_type: notification_type,
@@ -36,4 +38,17 @@ class NotificationBuilder
       secondary_actor: secondary_actor || current_user
     )
   end
+
+  def user_can_access_conversation?
+    conversation = primary_actor.is_a?(Conversation) ? primary_actor : primary_actor.try(:conversation)
+    return true if conversation.blank?
+
+    account_user = AccountUser.find_by(account_id: account.id, user_id: user.id)
+    return false if account_user.blank?
+
+    ConversationPolicy.new(
+      { user: user, account: account, account_user: account_user },
+      conversation
+    ).show?
+  end
 end

app/builders/v2/report_builder.rb

@@ -1,6 +1,7 @@
 class V2::ReportBuilder
   include DateRangeHelper
   include ReportHelper
+
   attr_reader :account, :params
 
   DEFAULT_GROUP_BY = 'day'.freeze

app/builders/v2/reports/agent_summary_builder.rb

@@ -11,10 +11,6 @@ class V2::Reports::AgentSummaryBuilder < V2::Reports::BaseSummaryBuilder
   attr_reader :conversations_count, :resolved_count,
               :avg_resolution_time, :avg_first_response_time, :avg_reply_time
 
-  def fetch_conversations_count
-    account.conversations.where(created_at: range).group('assignee_id').count
-  end
-
   def prepare_report
     account.account_users.map do |account_user|
       build_agent_stats(account_user)

app/builders/v2/reports/base_summary_builder.rb

@@ -9,37 +9,13 @@ class V2::Reports::BaseSummaryBuilder
   private
 
   def load_data
-    @conversations_count = fetch_conversations_count
-    load_reporting_events_data
-  end
+    results = data_source.summary
 
-  def load_reporting_events_data
-    # Extract the column name for indexing (e.g., 'conversations.team_id' -> 'team_id')
-    index_key = group_by_key.to_s.split('.').last
-
-    results = reporting_events
-              .select(
-                "#{group_by_key} as #{index_key}",
-                "COUNT(CASE WHEN name = 'conversation_resolved' THEN 1 END) as resolved_count",
-                "AVG(CASE WHEN name = 'conversation_resolved' THEN #{average_value_key} END) as avg_resolution_time",
-                "AVG(CASE WHEN name = 'first_response' THEN #{average_value_key} END) as avg_first_response_time",
-                "AVG(CASE WHEN name = 'reply_time' THEN #{average_value_key} END) as avg_reply_time"
-              )
-              .group(group_by_key)
-              .index_by { |record| record.public_send(index_key) }
-
-    @resolved_count = results.transform_values(&:resolved_count)
-    @avg_resolution_time = results.transform_values(&:avg_resolution_time)
-    @avg_first_response_time = results.transform_values(&:avg_first_response_time)
-    @avg_reply_time = results.transform_values(&:avg_reply_time)
-  end
-
-  def reporting_events
-    @reporting_events ||= account.reporting_events.where(created_at: range)
-  end
-
-  def fetch_conversations_count
-    # Override this method
+    @conversations_count = results.transform_values { |data| data[:conversations_count] }
+    @resolved_count = results.transform_values { |data| data[:resolved_conversations_count] }
+    @avg_resolution_time = results.transform_values { |data| data[:avg_resolution_time] }
+    @avg_first_response_time = results.transform_values { |data| data[:avg_first_response_time] }
+    @avg_reply_time = results.transform_values { |data| data[:avg_reply_time] }
   end
 
   def group_by_key
@@ -50,7 +26,26 @@ class V2::Reports::BaseSummaryBuilder
     # Override this method
   end
 
-  def average_value_key
-    ActiveModel::Type::Boolean.new.cast(params[:business_hours]).present? ? :value_in_business_hours : :value
+  def data_source
+    @data_source ||= Reports::DataSource.for(
+      account: account,
+      metric: nil,
+      dimension_type: summary_dimension_type,
+      dimension_id: nil,
+      scope: nil,
+      range: range,
+      group_by: 'day',
+      timezone_offset: params[:timezone_offset],
+      business_hours: params[:business_hours]
+    )
+  end
+
+  def summary_dimension_type
+    {
+      'account_id' => 'account',
+      'user_id' => 'agent',
+      'inbox_id' => 'inbox',
+      'conversations.team_id' => 'team'
+    }.fetch(group_by_key.to_s)
   end
 end

app/builders/v2/reports/bot_metrics_builder.rb

@@ -31,13 +31,24 @@ class V2::Reports::BotMetricsBuilder
   end
 
   def bot_resolutions_count
-    account.reporting_events.joins(:conversation).select(:conversation_id).where(account_id: account.id, name: :conversation_bot_resolved,
-                                                                                 created_at: range).distinct.count
+    # Exclude conversations that also had a handoff in the same range — handoff wins
+    account.reporting_events.joins(:conversation).select(:conversation_id)
+           .where(account_id: account.id, name: :conversation_bot_resolved, created_at: range)
+           .where.not(conversation_id: bot_handoff_conversation_ids_subquery)
+           .distinct.count
   end
 
   def bot_handoffs_count
-    account.reporting_events.joins(:conversation).select(:conversation_id).where(account_id: account.id, name: :conversation_bot_handoff,
-                                                                                 created_at: range).distinct.count
+    account.reporting_events.joins(:conversation).select(:conversation_id)
+           .where(account_id: account.id, name: :conversation_bot_handoff, created_at: range)
+           .distinct.count
+  end
+
+  def bot_handoff_conversation_ids_subquery
+    account.reporting_events
+           .where(name: :conversation_bot_handoff, created_at: range)
+           .where.not(conversation_id: nil)
+           .select(:conversation_id)
   end
 
   def bot_resolution_rate

app/builders/v2/reports/conversations/base_report_builder.rb

@@ -3,23 +3,10 @@ class V2::Reports::Conversations::BaseReportBuilder
 
   private
 
-  AVG_METRICS = %w[avg_first_response_time avg_resolution_time reply_time].freeze
-  COUNT_METRICS = %w[
-    conversations_count
-    incoming_messages_count
-    outgoing_messages_count
-    resolutions_count
-    bot_resolutions_count
-    bot_handoffs_count
-  ].freeze
-
   def builder_class(metric)
-    case metric
-    when *AVG_METRICS
-      V2::Reports::Timeseries::AverageReportBuilder
-    when *COUNT_METRICS
-      V2::Reports::Timeseries::CountReportBuilder
-    end
+    return unless Reports::ReportMetricRegistry.supported?(metric)
+
+    V2::Reports::Timeseries::ReportBuilder
   end
 
   def log_invalid_metric

app/builders/v2/reports/drilldown_builder.rb

@@ -0,0 +1,213 @@
+class V2::Reports::DrilldownBuilder
+  include DateRangeHelper
+  include TimezoneHelper
+
+  DEFAULT_GROUP_BY = 'day'.freeze
+  DEFAULT_PAGE = 1
+  DEFAULT_PER_PAGE = 25
+  MAX_PER_PAGE = 100
+  SUPPORTED_GROUP_BY = %w[hour day week month year].freeze
+  SUPPORTED_DIMENSION_TYPES = %w[account inbox agent label team].freeze
+  MESSAGE_METRICS = {
+    'incoming_messages_count' => :incoming,
+    'outgoing_messages_count' => :outgoing
+  }.freeze
+  MESSAGE_EVENT_METRICS = %w[avg_first_response_time reply_time].freeze
+
+  pattr_initialize :account, :params
+
+  def self.supported_dimension_type?(type) = SUPPORTED_DIMENSION_TYPES.include?((type.presence || 'account').to_s)
+
+  def build
+    records = paginated_records.to_a
+    { meta: meta, payload: records.map { |record| record_serializer(records).serialize(record) } }
+  end
+
+  private
+
+  def meta
+    {
+      metric: metric,
+      record_type: record_type,
+      bucket: {
+        since: bucket_range.begin.to_i,
+        until: bucket_range.end.to_i
+      },
+      current_page: current_page,
+      per_page: per_page,
+      total_count: paginated_records.total_count,
+      conversation_count: conversation_count
+    }
+  end
+
+  def conversation_count
+    return paginated_records.total_count if conversation_metric?
+
+    drilldown_scope.except(:includes).reorder(nil).distinct.count(:conversation_id)
+  end
+
+  def paginated_records
+    @paginated_records ||= drilldown_scope.page(current_page).per(per_page)
+  end
+
+  def drilldown_scope
+    if message_metric?
+      message_scope
+    elsif conversation_metric?
+      conversation_scope
+    else
+      reporting_event_scope
+    end
+  end
+
+  def message_scope
+    scope.messages
+         .where(account_id: account.id, created_at: bucket_range)
+         .public_send(MESSAGE_METRICS.fetch(metric))
+         .includes(:sender, conversation: [:assignee, :contact, :inbox])
+         .reorder(created_at: :desc)
+  end
+
+  def conversation_scope
+    scope.conversations
+         .where(account_id: account.id, created_at: bucket_range)
+         .includes(:assignee, :contact, :inbox)
+         .order(created_at: :desc)
+  end
+
+  def reporting_event_scope
+    events = scope.reporting_events
+                  .where(account_id: account.id, name: raw_event_name, created_at: bucket_range)
+                  .includes(:user, :inbox, conversation: [:assignee, :contact, :inbox])
+                  .order(created_at: :desc)
+
+    if raw_count_strategy == :exclude_bot_handoffs
+      events = events.where.not(conversation_id: bot_handoff_conversation_ids_subquery)
+    elsif raw_count_strategy == :distinct_conversation
+      events = events.where(id: distinct_conversation_event_ids(events))
+    end
+
+    events
+  end
+
+  def bot_handoff_conversation_ids_subquery
+    scope.reporting_events
+         .where(account_id: account.id, name: :conversation_bot_handoff, created_at: range)
+         .where.not(conversation_id: nil)
+         .select(:conversation_id)
+  end
+
+  def distinct_conversation_event_ids(events)
+    events.reorder(nil)
+          .where.not(conversation_id: nil)
+          .select('MAX(reporting_events.id)')
+          .group(:conversation_id)
+  end
+
+  def record_serializer(records)
+    @record_serializer ||= V2::Reports::DrilldownRecordSerializer.new(
+      account,
+      metric,
+      use_business_hours?,
+      records
+    )
+  end
+
+  def bucket_range
+    @bucket_range ||= begin
+      bucket_start = Time.zone.at(params[:bucket_timestamp].to_i).in_time_zone(timezone)
+      bucket_end = bucket_end_for(bucket_start)
+      requested_start = Time.zone.at(params[:since].to_i)
+      requested_end = Time.zone.at(params[:until].to_i)
+
+      [bucket_start, requested_start].max...[bucket_end, requested_end].min
+    end
+  end
+
+  def bucket_end_for(bucket_start)
+    {
+      'hour' => bucket_start + 1.hour,
+      'day' => bucket_start + 1.day,
+      'week' => bucket_start + 1.week,
+      'month' => bucket_start + 1.month,
+      'year' => bucket_start + 1.year
+    }.fetch(group_by)
+  end
+
+  def scope
+    case dimension_type
+    when 'account' then account
+    when 'inbox' then inbox
+    when 'agent' then user
+    when 'label' then label
+    when 'team' then team
+    else
+      raise ArgumentError, "Unsupported drilldown dimension type: #{dimension_type}"
+    end
+  end
+
+  def inbox = @inbox ||= account.inboxes.find(params[:id])
+
+  def user = @user ||= account.users.find(params[:id])
+
+  def label = @label ||= account.labels.find(params[:id])
+
+  def team = @team ||= account.teams.find(params[:id])
+
+  def metric
+    params[:metric].to_s
+  end
+
+  def report_metric
+    @report_metric ||= Reports::ReportMetricRegistry.fetch(metric)
+  end
+
+  def raw_event_name
+    report_metric&.raw_event_name
+  end
+
+  def raw_count_strategy
+    report_metric&.raw_count_strategy
+  end
+
+  def record_type
+    return 'message' if message_metric? || MESSAGE_EVENT_METRICS.include?(metric)
+
+    'conversation'
+  end
+
+  def message_metric?
+    MESSAGE_METRICS.key?(metric)
+  end
+
+  def conversation_metric?
+    metric == 'conversations_count'
+  end
+
+  def dimension_type
+    (params[:type].presence || 'account').to_s
+  end
+
+  def group_by
+    @group_by ||= SUPPORTED_GROUP_BY.include?(params[:group_by].to_s) ? params[:group_by].to_s : DEFAULT_GROUP_BY
+  end
+
+  def timezone
+    @timezone ||= timezone_name_from_offset(params[:timezone_offset])
+  end
+
+  def current_page
+    [params[:page].to_i, DEFAULT_PAGE].max
+  end
+
+  def per_page
+    requested_per_page = params[:per_page].to_i
+    requested_per_page = DEFAULT_PER_PAGE if requested_per_page <= 0
+
+    [requested_per_page, MAX_PER_PAGE].min
+  end
+
+  def use_business_hours?
+    ActiveModel::Type::Boolean.new.cast(params[:business_hours])
+  end
+end

app/builders/v2/reports/drilldown_record_serializer.rb

@@ -0,0 +1,199 @@
+class V2::Reports::DrilldownRecordSerializer
+  MESSAGE_EVENT_METRICS = %w[avg_first_response_time reply_time].freeze
+
+  attr_reader :account, :metric, :use_business_hours, :records
+
+  def initialize(account, metric, use_business_hours, records = [])
+    @account = account
+    @metric = metric
+    @use_business_hours = use_business_hours
+    @records = records
+  end
+
+  def serialize(record)
+    return serialize_message(record) if record.is_a?(Message)
+    return serialize_conversation_event(record) if record.is_a?(ReportingEvent)
+
+    serialize_conversation(record)
+  end
+
+  private
+
+  def serialize_message(message, metric_value: nil, occurred_at: nil)
+    {
+      record_type: 'message',
+      conversation: conversation_attributes(message.conversation),
+      message: message_attributes(message),
+      metric_value: metric_value,
+      occurred_at: (occurred_at || message.created_at).to_i
+    }
+  end
+
+  def serialize_conversation_event(event)
+    inferred_message = inferred_message_for(event)
+    if inferred_message.present?
+      return serialize_message(
+        inferred_message,
+        metric_value: event_metric_value(event),
+        occurred_at: event_timestamp(event)
+      )
+    end
+
+    serialize_conversation(
+      event.conversation,
+      metric_value: event_metric_value(event),
+      occurred_at: event_timestamp(event),
+      event_name: event.name
+    )
+  end
+
+  def serialize_conversation(conversation, metric_value: nil, occurred_at: nil, event_name: nil)
+    serialized_record = {
+      record_type: 'conversation',
+      conversation: conversation_attributes(conversation),
+      message: nil,
+      metric_value: metric_value,
+      occurred_at: (occurred_at || conversation&.created_at)&.to_i
+    }
+    serialized_record[:event_name] = event_name if event_name.present?
+    serialized_record
+  end
+
+  def conversation_attributes(conversation)
+    return {} if conversation.blank?
+
+    {
+      id: conversation.id,
+      display_id: conversation.display_id,
+      contact_id: conversation.contact_id,
+      contact_name: conversation.contact&.name,
+      inbox_id: conversation.inbox_id,
+      inbox_name: conversation.inbox&.name,
+      assignee_id: conversation.assignee_id,
+      assignee_name: conversation.assignee&.name,
+      status: conversation.status,
+      created_at: conversation.created_at.to_i,
+      last_activity_at: conversation.last_activity_at.to_i,
+      last_message: last_message_attributes(conversation)
+    }
+  end
+
+  def message_attributes(message)
+    {
+      id: message.id,
+      content: message.content,
+      message_type: message.message_type,
+      sender_name: message.sender&.try(:name),
+      created_at: message.created_at.to_i
+    }
+  end
+
+  def last_message_attributes(conversation)
+    message = latest_messages_by_conversation_id[conversation.id]
+    return if message.blank?
+
+    message_attributes(message)
+  end
+
+  def inferred_message_for(event)
+    return unless MESSAGE_EVENT_METRICS.include?(metric)
+    return if event.conversation.blank? || event.event_end_time.blank?
+
+    inferred_messages_by_event_id[event.id]
+  end
+
+  def first_response_event_with_user?(event)
+    metric == 'avg_first_response_time' && event.user_id.present?
+  end
+
+  def message_inference_range(event)
+    (event.event_end_time - 1.second)..(event.event_end_time + 1.second)
+  end
+
+  def event_metric_value(event)
+    use_business_hours ? event.value_in_business_hours : event.value
+  end
+
+  def event_timestamp(event)
+    event.event_end_time || event.created_at
+  end
+
+  def latest_messages_by_conversation_id
+    @latest_messages_by_conversation_id ||= if conversation_ids.blank?
+                                              {}
+                                            else
+                                              latest_messages.index_by(&:conversation_id)
+                                            end
+  end
+
+  def latest_messages
+    Message
+      .where(account_id: account.id, conversation_id: conversation_ids)
+      .where.not(message_type: :activity)
+      .select('DISTINCT ON (messages.conversation_id) messages.*')
+      .reorder(Arel.sql('messages.conversation_id, messages.created_at DESC, messages.id DESC'))
+      .includes(:sender)
+  end
+
+  def inferred_messages_by_event_id
+    @inferred_messages_by_event_id ||= inference_events.each_with_object({}) do |event, messages_by_event_id|
+      messages_by_event_id[event.id] = inferred_message_candidates.find do |message|
+        message_matches_event?(message, event)
+      end
+    end
+  end
+
+  def inferred_message_candidates
+    @inferred_message_candidates ||= if inference_events.blank?
+                                       []
+                                     else
+                                       inferred_messages.to_a
+                                     end
+  end
+
+  def inferred_messages
+    Message
+      .where(account_id: account.id, conversation_id: inference_events.map(&:conversation_id).uniq)
+      .where(created_at: inference_time_range)
+      .where(message_type: %i[outgoing template])
+      .includes(:sender)
+      .reorder(created_at: :desc, id: :desc)
+  end
+
+  def message_matches_event?(message, event)
+    message.conversation_id == event.conversation_id &&
+      message.created_at.between?(
+        message_inference_range(event).begin,
+        message_inference_range(event).end
+      ) &&
+      message_sender_matches_event?(message, event)
+  end
+
+  def message_sender_matches_event?(message, event)
+    return true unless first_response_event_with_user?(event)
+
+    message.sender_id == event.user_id && message.sender_type == 'User'
+  end
+
+  def inference_time_range
+    event_end_times = inference_events.map(&:event_end_time)
+
+    (event_end_times.min - 1.second)..(event_end_times.max + 1.second)
+  end
+
+  def inference_events
+    @inference_events ||= records.select do |record|
+      record.is_a?(ReportingEvent) && record.conversation_id.present? && record.event_end_time.present?
+    end
+  end
+
+  def conversation_ids
+    @conversation_ids ||= records.filter_map { |record| conversation_id_for(record) }.uniq
+  end
+
+  def conversation_id_for(record)
+    return record.conversation_id if record.is_a?(Message) || record.is_a?(ReportingEvent)
+
+    record.id
+  end
+end

app/builders/v2/reports/inbox_summary_builder.rb

@@ -11,15 +11,6 @@ class V2::Reports::InboxSummaryBuilder < V2::Reports::BaseSummaryBuilder
   attr_reader :conversations_count, :resolved_count,
               :avg_resolution_time, :avg_first_response_time, :avg_reply_time
 
-  def load_data
-    @conversations_count = fetch_conversations_count
-    load_reporting_events_data
-  end
-
-  def fetch_conversations_count
-    account.conversations.where(created_at: range).group(group_by_key).count
-  end
-
   def prepare_report
     account.inboxes.map do |inbox|
       build_inbox_stats(inbox)
@@ -40,8 +31,4 @@ class V2::Reports::InboxSummaryBuilder < V2::Reports::BaseSummaryBuilder
   def group_by_key
     :inbox_id
   end
-
-  def average_value_key
-    ActiveModel::Type::Boolean.new.cast(params[:business_hours]) ? :value_in_business_hours : :value
-  end
 end

app/builders/v2/reports/team_summary_builder.rb

@@ -6,14 +6,6 @@ class V2::Reports::TeamSummaryBuilder < V2::Reports::BaseSummaryBuilder
   attr_reader :conversations_count, :resolved_count,
               :avg_resolution_time, :avg_first_response_time, :avg_reply_time
 
-  def fetch_conversations_count
-    account.conversations.where(created_at: range).group(:team_id).count
-  end
-
-  def reporting_events
-    @reporting_events ||= account.reporting_events.where(created_at: range).joins(:conversation)
-  end
-
   def prepare_report
     account.teams.map do |team|
       build_team_stats(team)

app/builders/v2/reports/timeseries/average_report_builder.rb

@@ -1,48 +0,0 @@
-class V2::Reports::Timeseries::AverageReportBuilder < V2::Reports::Timeseries::BaseTimeseriesBuilder
-  def timeseries
-    grouped_average_time = reporting_events.average(average_value_key)
-    grouped_event_count = reporting_events.count
-    grouped_average_time.each_with_object([]) do |element, arr|
-      event_date, average_time = element
-      arr << {
-        value: average_time,
-        timestamp: event_date.in_time_zone(timezone).to_i,
-        count: grouped_event_count[event_date]
-      }
-    end
-  end
-
-  def aggregate_value
-    object_scope.average(average_value_key)
-  end
-
-  private
-
-  def event_name
-    metric_to_event_name = {
-      avg_first_response_time: :first_response,
-      avg_resolution_time: :conversation_resolved,
-      reply_time: :reply_time
-    }
-    metric_to_event_name[params[:metric].to_sym]
-  end
-
-  def object_scope
-    scope.reporting_events.where(name: event_name, created_at: range, account_id: account.id)
-  end
-
-  def reporting_events
-    @grouped_values = object_scope.group_by_period(
-      group_by,
-      :created_at,
-      default_value: 0,
-      range: range,
-      permit: %w[day week month year hour],
-      time_zone: timezone
-    )
-  end
-
-  def average_value_key
-    @average_value_key ||= params[:business_hours].present? ? :value_in_business_hours : :value
-  end
-end

app/builders/v2/reports/timeseries/base_timeseries_builder.rb

@@ -1,12 +1,13 @@
 class V2::Reports::Timeseries::BaseTimeseriesBuilder
   include TimezoneHelper
   include DateRangeHelper
+
   DEFAULT_GROUP_BY = 'day'.freeze
 
   pattr_initialize :account, :params
 
   def scope
-    case params[:type].to_sym
+    case dimension_type.to_sym
     when :account
       account
     when :inbox
@@ -20,6 +21,20 @@ class V2::Reports::Timeseries::BaseTimeseriesBuilder
     end
   end
 
+  def data_source
+    @data_source ||= Reports::DataSource.for(
+      account: account,
+      metric: params[:metric],
+      dimension_type: dimension_type,
+      dimension_id: params[:id],
+      scope: scope,
+      range: range,
+      group_by: group_by,
+      timezone_offset: params[:timezone_offset],
+      business_hours: params[:business_hours]
+    )
+  end
+
   def inbox
     @inbox ||= account.inboxes.find(params[:id])
   end
@@ -43,4 +58,10 @@ class V2::Reports::Timeseries::BaseTimeseriesBuilder
   def timezone
     @timezone ||= timezone_name_from_offset(params[:timezone_offset])
   end
+
+  private
+
+  def dimension_type
+    (params[:type].presence || 'account').to_s
+  end
 end

app/builders/v2/reports/timeseries/count_report_builder.rb

@@ -1,78 +0,0 @@
-class V2::Reports::Timeseries::CountReportBuilder < V2::Reports::Timeseries::BaseTimeseriesBuilder
-  def timeseries
-    grouped_count.each_with_object([]) do |element, arr|
-      event_date, event_count = element
-
-      # The `event_date` is in Date format (without time), such as "Wed, 15 May 2024".
-      # We need a timestamp for the start of the day. However, we can't use `event_date.to_time.to_i`
-      # because it converts the date to 12:00 AM server timezone.
-      # The desired output should be 12:00 AM in the specified timezone.
-      arr << { value: event_count, timestamp: event_date.in_time_zone(timezone).to_i }
-    end
-  end
-
-  def aggregate_value
-    object_scope.count
-  end
-
-  private
-
-  def metric
-    @metric ||= params[:metric]
-  end
-
-  def object_scope
-    send("scope_for_#{metric}")
-  end
-
-  def scope_for_conversations_count
-    scope.conversations.where(account_id: account.id, created_at: range)
-  end
-
-  def scope_for_incoming_messages_count
-    scope.messages.where(account_id: account.id, created_at: range).incoming.unscope(:order)
-  end
-
-  def scope_for_outgoing_messages_count
-    scope.messages.where(account_id: account.id, created_at: range).outgoing.unscope(:order)
-  end
-
-  def scope_for_resolutions_count
-    scope.reporting_events.where(
-      name: :conversation_resolved,
-      account_id: account.id,
-      created_at: range
-    )
-  end
-
-  def scope_for_bot_resolutions_count
-    scope.reporting_events.where(
-      name: :conversation_bot_resolved,
-      account_id: account.id,
-      created_at: range
-    )
-  end
-
-  def scope_for_bot_handoffs_count
-    scope.reporting_events.joins(:conversation).select(:conversation_id).where(
-      name: :conversation_bot_handoff,
-      account_id: account.id,
-      created_at: range
-    ).distinct
-  end
-
-  def grouped_count
-    # IMPORTANT: time_zone parameter affects both data grouping AND output timestamps
-    # It converts timestamps to the target timezone before grouping, which means
-    # the same event can fall into different day buckets depending on timezone
-    # Example: 2024-01-15 00:00 UTC becomes 2024-01-14 16:00 PST (falls on different day)
-    @grouped_values = object_scope.group_by_period(
-      group_by,
-      :created_at,
-      default_value: 0,
-      range: range,
-      permit: %w[day week month year hour],
-      time_zone: timezone
-    ).count
-  end
-end

app/builders/v2/reports/timeseries/report_builder.rb

@@ -0,0 +1,9 @@
+class V2::Reports::Timeseries::ReportBuilder < V2::Reports::Timeseries::BaseTimeseriesBuilder
+  def timeseries
+    data_source.timeseries
+  end
+
+  def aggregate_value
+    data_source.aggregate
+  end
+end

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

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::AgentBotsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :check_authorization
   before_action :agent_bot, except: [:index, :create]
 
@@ -34,6 +33,10 @@ class Api::V1::Accounts::AgentBotsController < Api::V1::Accounts::BaseController
     @agent_bot.reload
   end
 
+  def reset_secret
+    @agent_bot.reset_secret!
+  end
+
   private
 
   def agent_bot

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

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

app/controllers/api/v1/accounts/articles/bulk_actions_controller.rb

@@ -0,0 +1,59 @@
+class Api::V1::Accounts::Articles::BulkActionsController < Api::V1::Accounts::BaseController
+  before_action :portal
+  before_action :check_authorization
+  before_action :set_articles, only: [:update_status, :update_category, :delete_articles]
+
+  def translate
+    head :not_implemented
+  end
+
+  def update_status
+    return render_could_not_create_error(I18n.t('portals.articles.no_articles_found')) if @articles.none?
+    return render_could_not_create_error(I18n.t('portals.articles.invalid_status')) unless Article.statuses.key?(params[:status])
+
+    ActiveRecord::Base.transaction do
+      @articles.find_each { |article| article.update!(status: params[:status]) }
+    end
+    head :ok
+  rescue ActiveRecord::RecordInvalid => e
+    render_could_not_create_error(e.message)
+  end
+
+  def update_category
+    return render_could_not_create_error(I18n.t('portals.articles.no_articles_found')) if @articles.none?
+    return render_could_not_create_error(I18n.t('portals.articles.category_not_found')) unless category_valid?
+
+    ActiveRecord::Base.transaction do
+      @articles.find_each { |article| article.update!(category_id: params[:category_id]) }
+    end
+    head :ok
+  rescue ActiveRecord::RecordInvalid => e
+    render_could_not_create_error(e.message)
+  end
+
+  def delete_articles
+    return render_could_not_create_error(I18n.t('portals.articles.no_articles_found')) if @articles.none?
+
+    @articles.destroy_all
+    head :ok
+  end
+
+  private
+
+  def portal
+    @portal ||= Current.account.portals.find_by!(slug: params[:portal_id])
+  end
+
+  def check_authorization
+    authorize(Article, :create?)
+  end
+
+  def set_articles
+    @articles = @portal.articles.where(id: params[:ids])
+  end
+
+  def category_valid?
+    @portal.categories.exists?(id: params[:category_id])
+  end
+end
+Api::V1::Accounts::Articles::BulkActionsController.prepend_mod_with('Api::V1::Accounts::Articles::BulkActionsController')

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

@@ -30,8 +30,8 @@ class Api::V1::Accounts::ArticlesController < Api::V1::Accounts::BaseController
   end
 
   def update
-    @article.update!(article_params) if params[:article].present?
-    render json: { error: @article.errors.messages }, status: :unprocessable_entity and return unless @article.valid?
+    persist_article_changes if params[:article].present?
+    render json: { message: @article.errors.full_messages.to_sentence }, status: :unprocessable_entity and return unless @article.valid?
   end
 
   def destroy
@@ -40,8 +40,8 @@ class Api::V1::Accounts::ArticlesController < Api::V1::Accounts::BaseController
   end
 
   def reorder
-    Article.update_positions(params[:positions_hash])
-    head :ok
+    positions = Article.update_positions(portal: @portal, positions_hash: params[:positions_hash])
+    render json: { positions: positions }
   end
 
   private
@@ -67,12 +67,26 @@ class Api::V1::Accounts::ArticlesController < Api::V1::Accounts::BaseController
     @portal ||= Current.account.portals.find_by!(slug: params[:portal_id])
   end
 
+  # Draft-only autosaves must not bump the public-facing updated_at, so write
+  # them with update_columns (which skips the timestamp). update_columns also
+  # skips validations, so assign and validate first to avoid persisting content
+  # that exceeds the column length limit.
+  def persist_article_changes
+    keys = article_params.to_h.keys
+    if keys.any? && (keys - %w[draft_title draft_content]).empty?
+      @article.assign_attributes(article_params)
+      @article.update_columns(article_params.to_h) if @article.valid? # rubocop:disable Rails/SkipsModelValidations
+    else
+      @article.update!(article_params)
+    end
+  end
+
   def article_params
     params.require(:article).permit(
       :title, :slug, :position, :content, :description, :category_id, :author_id, :associated_article_id, :status,
-      :locale, meta: [:title,
-                      :description,
-                      { tags: [] }]
+      :locale, :draft_title, :draft_content, meta: [:title,
+                                                    :description,
+                                                    { tags: [] }]
     )
   end
 

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

@@ -2,6 +2,8 @@ class Api::V1::Accounts::AssignableAgentsController < Api::V1::Accounts::BaseCon
   before_action :fetch_inboxes
 
   def index
+    # TODO: Remove this opt-in once mobile clients support AgentBot assignees in this payload.
+    @include_agent_bots = params[:include_agent_bots].present?
     agent_ids = @inboxes.map do |inbox|
       authorize inbox, :show?
       member_ids = inbox.members.pluck(:user_id)
@@ -10,6 +12,7 @@ class Api::V1::Accounts::AssignableAgentsController < Api::V1::Accounts::BaseCon
     agent_ids = agent_ids.inject(:&)
     agents = Current.account.users.where(id: agent_ids)
     @assignable_agents = (agents + Current.account.administrators).uniq
+    @agent_bots = @include_agent_bots ? AgentBot.accessible_to(Current.account) : []
   end
 
   private

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

@@ -30,7 +30,8 @@ class Api::V1::Accounts::AssignmentPoliciesController < Api::V1::Accounts::BaseC
   def assignment_policy_params
     params.require(:assignment_policy).permit(
       :name, :description, :assignment_order, :conversation_priority,
-      :fair_distribution_limit, :fair_distribution_window, :enabled
+      :fair_distribution_limit, :fair_distribution_window, :enabled,
+      :exclude_older_than_hours
     )
   end
 end

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

@@ -2,5 +2,14 @@ class Api::V1::Accounts::BaseController < Api::BaseController
   include SwitchLocale
   include EnsureCurrentAccountHelper
   before_action :current_account
+  before_action :validate_token_api_access, if: :authenticate_by_access_token?
   around_action :switch_locale_using_account_locale
+
+  private
+
+  def validate_token_api_access
+    return if Current.account.api_and_webhooks_enabled?
+
+    render json: { error: 'API access is not enabled for this account' }, status: :forbidden
+  end
 end

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

@@ -0,0 +1,28 @@
+class Api::V1::Accounts::BrandedEmailLayoutsController < Api::V1::Accounts::BaseController
+  before_action :check_admin_authorization?
+
+  def show
+    set_branded_email_layout
+  end
+
+  def update
+    unless Current.account.feature_enabled?(:branded_email_templates)
+      render_could_not_create_error('Branded email templates feature is not enabled')
+      return
+    end
+
+    branded_email_layout = params[:branded_email_layout] == 'null' ? nil : params[:branded_email_layout]
+    EmailTemplate.update_account_branded_layout!(account: Current.account, body: branded_email_layout) if params.key?(:branded_email_layout)
+    set_branded_email_layout
+  rescue ActiveRecord::RecordInvalid => e
+    render_could_not_create_error(e.record.errors.full_messages.join(', '))
+  end
+
+  private
+
+  def set_branded_email_layout
+    @branded_email_layout = EmailTemplate.account_branded_layout_template_for(Current.account)&.body
+  end
+end
+
+Api::V1::Accounts::BrandedEmailLayoutsController.prepend_mod_with('Api::V1::Accounts::BrandedEmailLayoutsController')

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

@@ -6,6 +6,7 @@ class Api::V1::Accounts::CallbacksController < Api::V1::Accounts::BaseController
     page_access_token = params[:page_access_token]
     page_id = params[:page_id]
     inbox_name = params[:inbox_name]
+
     ActiveRecord::Base.transaction do
       facebook_channel = Current.account.facebook_pages.create!(
         page_id: page_id, user_access_token: user_access_token,
@@ -15,6 +16,8 @@ class Api::V1::Accounts::CallbacksController < Api::V1::Accounts::BaseController
       set_instagram_id(page_access_token, facebook_channel)
       set_avatar(@facebook_inbox, page_id)
     end
+  rescue CustomExceptions::Inbox::LimitExceeded => e
+    render_error_response(e)
   rescue StandardError => e
     ChatwootExceptionTracker.new(e).capture_exception
     Rails.logger.error "Error in register_facebook_page: #{e.message}"

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

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::Captain::PreferencesController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :authorize_account_update, only: [:update]
 
   def show
@@ -8,8 +7,8 @@ class Api::V1::Accounts::Captain::PreferencesController < Api::V1::Accounts::Bas
 
   def update
     params_to_update = captain_params
-    @current_account.captain_models = params_to_update[:captain_models] if params_to_update[:captain_models]
-    @current_account.captain_features = params_to_update[:captain_features] if params_to_update[:captain_features]
+    @current_account.captain_models = params_to_update[:captain_models] if params_to_update.key?(:captain_models)
+    @current_account.captain_features = params_to_update[:captain_features] if params_to_update.key?(:captain_features)
     @current_account.save!
 
     render json: preferences_payload
@@ -38,7 +37,7 @@ class Api::V1::Accounts::Captain::PreferencesController < Api::V1::Accounts::Bas
 
   def merged_captain_models
     existing_models = @current_account.captain_models || {}
-    existing_models.merge(permitted_captain_models)
+    existing_models.merge(permitted_captain_models).compact_blank.presence
   end
 
   def merged_captain_features
@@ -47,30 +46,38 @@ class Api::V1::Accounts::Captain::PreferencesController < Api::V1::Accounts::Bas
   end
 
   def permitted_captain_models
-    params.require(:captain_models).permit(
-      :editor, :assistant, :copilot, :label_suggestion,
-      :audio_transcription, :help_center_search
-    ).to_h.stringify_keys
+    params.require(:captain_models).permit(*captain_feature_keys).to_h.stringify_keys
   end
 
   def permitted_captain_features
-    params.require(:captain_features).permit(
-      :editor, :assistant, :copilot, :label_suggestion,
-      :audio_transcription, :help_center_search
-    ).to_h.stringify_keys
+    params.require(:captain_features).permit(*captain_feature_keys).to_h.stringify_keys
+  end
+
+  def captain_feature_keys
+    Llm::Models.feature_keys.map(&:to_sym)
   end
 
   def features_with_account_preferences
     preferences = Current.account.captain_preferences
     account_features = preferences[:features] || {}
-    account_models = preferences[:models] || {}
 
     Llm::Models.feature_keys.index_with do |feature_key|
       config = Llm::Models.feature_config(feature_key)
+      route = Llm::FeatureRouter.resolve(feature: feature_key, account: Current.account)
       config.merge(
+        default: default_model_for(feature_key),
         enabled: account_features[feature_key] == true,
-        selected: account_models[feature_key] || config[:default]
+        model: route[:model],
+        selected: route[:model],
+        provider: route[:provider],
+        source: route[:source]
       )
     end
   end
+
+  def default_model_for(feature_key)
+    return Llm::FeatureRouter::CAPTAIN_V2_ASSISTANT_MODEL if feature_key == 'assistant' && Current.account.feature_enabled?('captain_integration_v2')
+
+    Llm::Models.default_model_for(feature_key)
+  end
 end

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

@@ -57,7 +57,7 @@ class Api::V1::Accounts::Captain::TasksController < Api::V1::Accounts::BaseContr
     if result.nil?
       render json: { message: nil }
     elsif result[:error]
-      render json: { error: result[:error] }, status: :unprocessable_entity
+      render json: { error: result[:error] }, status: :unprocessable_content
     else
       response_data = { message: result[:message] }
       response_data[:follow_up_context] = result[:follow_up_context] if result[:follow_up_context]
@@ -69,3 +69,5 @@ class Api::V1::Accounts::Captain::TasksController < Api::V1::Accounts::BaseContr
     authorize(:'captain/tasks')
   end
 end
+
+Api::V1::Accounts::Captain::TasksController.prepend_mod_with('Api::V1::Accounts::Captain::TasksController')

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

@@ -1,7 +1,7 @@
 class Api::V1::Accounts::CategoriesController < Api::V1::Accounts::BaseController
   before_action :portal
   before_action :check_authorization
-  before_action :fetch_category, except: [:index, :create]
+  before_action :fetch_category, except: [:index, :create, :reorder]
   before_action :set_current_page, only: [:index]
 
   def index
@@ -32,6 +32,11 @@ class Api::V1::Accounts::CategoriesController < Api::V1::Accounts::BaseControlle
     head :ok
   end
 
+  def reorder
+    Category.update_positions(portal: @portal, positions_hash: params[:positions_hash])
+    head :ok
+  end
+
   private
 
   def fetch_category
@@ -39,7 +44,7 @@ class Api::V1::Accounts::CategoriesController < Api::V1::Accounts::BaseControlle
   end
 
   def portal
-    @portal ||= Current.account.portals.find_by(slug: params[:portal_id])
+    @portal ||= Current.account.portals.find_by!(slug: params[:portal_id])
   end
 
   def related_categories_records
@@ -48,7 +53,7 @@ class Api::V1::Accounts::CategoriesController < Api::V1::Accounts::BaseControlle
 
   def category_params
     params.require(:category).permit(
-      :name, :description, :position, :slug, :locale, :icon, :parent_category_id, :associated_category_id
+      :name, :description, :position, :slug, :locale, :icon, :icon_color, :parent_category_id, :associated_category_id
     )
   end
 

app/controllers/api/v1/accounts/channels/twilio_channels_controller.rb

@@ -6,6 +6,8 @@ class Api::V1::Accounts::Channels::TwilioChannelsController < Api::V1::Accounts:
 
   def create
     process_create
+  rescue CustomExceptions::Inbox::LimitExceeded => e
+    render_error_response(e)
   rescue StandardError => e
     render_could_not_create_error(e.message)
   end

app/controllers/api/v1/accounts/concerns/whatsapp_health_management.rb

@@ -0,0 +1,55 @@
+module Api::V1::Accounts::Concerns::WhatsappHealthManagement
+  extend ActiveSupport::Concern
+
+  included do
+    skip_before_action :check_authorization, only: [:health, :register_webhook]
+    before_action :check_admin_authorization?, only: [:register_webhook]
+    before_action :validate_whatsapp_cloud_channel, only: [:health, :register_webhook]
+  end
+
+  def sync_templates
+    return render status: :unprocessable_entity, json: { error: 'Template sync is only available for WhatsApp channels' } unless whatsapp_channel?
+
+    trigger_template_sync
+    render status: :ok, json: { message: 'Template sync initiated successfully' }
+  rescue StandardError => e
+    render status: :internal_server_error, json: { error: e.message }
+  end
+
+  def health
+    health_data = Whatsapp::HealthService.new(@inbox.channel).fetch_health_status
+    render json: health_data
+  rescue StandardError => e
+    Rails.logger.error "[INBOX HEALTH] Error fetching health data: #{e.message}"
+    render json: { error: e.message }, status: :unprocessable_entity
+  end
+
+  def register_webhook
+    Whatsapp::WebhookSetupService.new(@inbox.channel).register_callback
+
+    render json: { message: 'Webhook registered successfully' }, status: :ok
+  rescue StandardError => e
+    Rails.logger.error "[INBOX WEBHOOK] Webhook registration failed: #{e.message}"
+    render json: { error: e.message }, status: :unprocessable_entity
+  end
+
+  private
+
+  def validate_whatsapp_cloud_channel
+    return if @inbox.channel.is_a?(Channel::Whatsapp) && @inbox.channel.provider == 'whatsapp_cloud'
+
+    render json: { error: 'Health data only available for WhatsApp Cloud API channels' }, status: :bad_request
+  end
+
+  def whatsapp_channel?
+    @inbox.whatsapp? || (@inbox.twilio? && @inbox.channel.whatsapp?)
+  end
+
+  def trigger_template_sync
+    if @inbox.whatsapp?
+      Channels::Whatsapp::TemplatesSyncJob.perform_later(@inbox.channel)
+    elsif @inbox.twilio? && @inbox.channel.whatsapp?
+      Channels::Twilio::TemplatesSyncJob.perform_later(@inbox.channel)
+    end
+  end
+end

app/controllers/api/v1/accounts/contacts/attachments_controller.rb

@@ -0,0 +1,18 @@
+class Api::V1::Accounts::Contacts::AttachmentsController < Api::V1::Accounts::Contacts::BaseController
+  RESULTS_PER_PAGE = 100
+
+  def index
+    conversations = Conversations::PermissionFilterService.new(
+      Current.account.conversations.where(contact_id: @contact.id),
+      Current.user,
+      Current.account
+    ).perform
+
+    @attachments = Attachment.where(message_id: Message.where(conversation_id: conversations).select(:id))
+                             .includes({ file_attachment: :blob }, message: [:conversation, :inbox, { sender: { avatar_attachment: :blob } }])
+                             .order(created_at: :desc)
+                             .page(params[:page])
+                             .per(RESULTS_PER_PAGE)
+    @attachments_count = @attachments.total_count
+  end
+end

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

@@ -5,7 +5,7 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
   sort_on :phone_number, type: :string
   sort_on :last_activity_at, internal_name: :order_on_last_activity_at, type: :scope, scope_params: [:direction]
   sort_on :created_at, internal_name: :order_on_created_at, type: :scope, scope_params: [:direction]
-  sort_on :company, internal_name: :order_on_company_name, type: :scope, scope_params: [:direction]
+  sort_on :company_name, internal_name: :order_on_company_name, type: :scope, scope_params: [:direction]
   sort_on :city, internal_name: :order_on_city, type: :scope, scope_params: [:direction]
   sort_on :country, internal_name: :order_on_country_name, type: :scope, scope_params: [:direction]
 
@@ -201,7 +201,9 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
   end
 
   def fetch_contact
-    @contact = Current.account.contacts.includes(contact_inboxes: [:inbox]).find(params[:id])
+    contact_scope = Current.account.contacts
+    contact_scope = contact_scope.includes(contact_inboxes: [:inbox]) if @include_contact_inboxes
+    @contact = contact_scope.find(params[:id])
   end
 
   def process_avatar_from_url
@@ -212,3 +214,5 @@ class Api::V1::Accounts::ContactsController < Api::V1::Accounts::BaseController
     render json: error, status: error_status
   end
 end
+
+Api::V1::Accounts::ContactsController.prepend_mod_with('Api::V1::Accounts::ContactsController')

app/controllers/api/v1/accounts/conversations/direct_uploads_controller.rb

@@ -1,6 +1,17 @@
 class Api::V1::Accounts::Conversations::DirectUploadsController < ActiveStorage::DirectUploadsController
+  include DeviseTokenAuth::Concerns::SetUserByToken
+  include RequestExceptionHandler
+  include AccessTokenAuthHelper
   include EnsureCurrentAccountHelper
+
+  skip_before_action :verify_authenticity_token, if: :authenticate_by_access_token?
+
+  around_action :handle_with_exception
+  before_action :authenticate_access_token!, if: :authenticate_by_access_token?
+  before_action :validate_bot_access_token!, if: :authenticate_by_access_token?
+  before_action :authenticate_user!, unless: :authenticate_by_access_token?
   before_action :current_account
+  before_action :validate_token_api_access, if: :authenticate_by_access_token?
   before_action :conversation
 
   def create
@@ -11,6 +22,16 @@ class Api::V1::Accounts::Conversations::DirectUploadsController < ActiveStorage:
 
   private
 
+  def authenticate_by_access_token?
+    request.headers[:api_access_token].present? || request.headers[:HTTP_API_ACCESS_TOKEN].present?
+  end
+
+  def validate_token_api_access
+    return if Current.account.api_and_webhooks_enabled?
+
+    render json: { error: 'API access is not enabled for this account' }, status: :forbidden
+  end
+
   def conversation
     @conversation ||= Current.account.conversations.find_by(display_id: params[:conversation_id])
   end

app/controllers/api/v1/accounts/conversations/messages_controller.rb

@@ -52,6 +52,9 @@ class Api::V1::Accounts::Conversations::MessagesController < Api::V1::Accounts::
     end
 
     render json: { content: translated_content }
+  rescue Google::Cloud::Error => e
+    # `details` carries the clean human message; `message` includes gRPC debug noise
+    render_could_not_create_error(e.details.presence || e.message)
   end
 
   private

app/controllers/api/v1/accounts/conversations/participants_controller.rb

@@ -1,27 +1,40 @@
 class Api::V1::Accounts::Conversations::ParticipantsController < Api::V1::Accounts::Conversations::BaseController
+  include Events::Types
+
   def show
     @participants = @conversation.conversation_participants
   end
 
   def create
+    participant_ids_to_add = participants_to_be_added_ids
+
     ActiveRecord::Base.transaction do
-      @participants = participants_to_be_added_ids.map { |user_id| @conversation.conversation_participants.find_or_create_by(user_id: user_id) }
+      @participants = participant_ids_to_add.map { |user_id| @conversation.conversation_participants.find_or_create_by(user_id: user_id) }
     end
+    notify_unread_count_change if participant_ids_to_add.any?
   end
 
   def update
+    participant_ids_to_add = participants_to_be_added_ids
+    participant_ids_to_remove = participants_to_be_removed_ids
+    changed_participant_ids = participant_ids_to_add + participant_ids_to_remove
+
     ActiveRecord::Base.transaction do
-      participants_to_be_added_ids.each { |user_id| @conversation.conversation_participants.find_or_create_by(user_id: user_id) }
-      participants_to_be_removed_ids.each { |user_id| @conversation.conversation_participants.find_by(user_id: user_id)&.destroy }
+      participant_ids_to_add.each { |user_id| @conversation.conversation_participants.find_or_create_by(user_id: user_id) }
+      participant_ids_to_remove.each { |user_id| @conversation.conversation_participants.find_by(user_id: user_id)&.destroy }
     end
+    notify_unread_count_change if changed_participant_ids.any?
     @participants = @conversation.conversation_participants
     render action: 'show'
   end
 
   def destroy
+    participant_ids_to_remove = current_participant_ids & params[:user_ids]
+
     ActiveRecord::Base.transaction do
       params[:user_ids].map { |user_id| @conversation.conversation_participants.find_by(user_id: user_id)&.destroy }
     end
+    notify_unread_count_change if participant_ids_to_remove.any?
     head :ok
   end
 
@@ -38,4 +51,11 @@ class Api::V1::Accounts::Conversations::ParticipantsController < Api::V1::Accoun
   def current_participant_ids
     @current_participant_ids ||= @conversation.conversation_participants.pluck(:user_id)
   end
+
+  def notify_unread_count_change
+    return unless Current.account.feature_enabled?('conversation_unread_counts')
+    return unless Current.account.feature_enabled?('unread_count_for_filters')
+
+    Rails.configuration.dispatcher.dispatch(CONVERSATION_UNREAD_COUNT_CHANGED, Time.zone.now, conversation: @conversation)
+  end
 end

app/controllers/api/v1/accounts/conversations/unread_counts_controller.rb

@@ -0,0 +1,32 @@
+class Api::V1::Accounts::Conversations::UnreadCountsController < Api::V1::Accounts::BaseController
+  before_action :ensure_unread_counts_enabled
+
+  def index
+    counts = if filtered_unread_counts_enabled?
+               instrumentation.summarize_request(account_id: Current.account.id) { unread_counts }
+             else
+               unread_counts
+             end
+    render json: { payload: counts }
+  end
+
+  private
+
+  def unread_counts
+    ::Conversations::UnreadCounts::Counter.new(account: Current.account, user: Current.user).perform
+  end
+
+  def filtered_unread_counts_enabled?
+    Current.account.feature_enabled?(::Conversations::UnreadCounts::FilteredCounter::FEATURE_FLAG)
+  end
+
+  def instrumentation
+    ::Conversations::UnreadCounts::FilteredCountInstrumentation
+  end
+
+  def ensure_unread_counts_enabled
+    return if Current.account.feature_enabled?('conversation_unread_counts')
+
+    render json: { error: I18n.t('errors.conversations.unread_counts.feature_not_enabled') }, status: :forbidden
+  end
+end

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

@@ -15,7 +15,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
   end
 
   def meta
-    result = conversation_finder.perform
+    result = conversation_finder.perform_meta_only
     @conversations_count = result[:count]
   end
 
@@ -28,7 +28,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
   def attachments
     @attachments_count = @conversation.attachments.count
     @attachments = @conversation.attachments
-                                .includes(:message)
+                                .includes({ file_attachment: :blob }, message: [:inbox, { sender: { avatar_attachment: :blob } }])
                                 .order(created_at: :desc)
                                 .page(attachment_params[:page])
                                 .per(ATTACHMENT_RESULTS_PER_PAGE)
@@ -107,7 +107,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
   end
 
   def toggle_typing_status
-    typing_status_manager = ::Conversations::TypingStatusManager.new(@conversation, current_user, params)
+    typing_status_manager = ::Conversations::TypingStatusManager.new(@conversation, Current.user, params)
     typing_status_manager.toggle_typing_status
     head :ok
   end
@@ -116,6 +116,8 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
     # High-traffic accounts generate excessive DB writes when agents frequently switch between conversations.
     # Throttle last_seen updates to once per hour when there are no unread messages to reduce DB load.
     # Always update immediately if there are unread messages to maintain accurate read/unread state.
+    # Visiting a conversation should clear any unread inbox notifications for this conversation.
+    Notification::MarkConversationReadService.new(user: Current.user, account: Current.account, conversation: @conversation).perform
     return update_last_seen_on_conversation(DateTime.now.utc, true) if assignee? && @conversation.assignee_unread_messages.any?
     return update_last_seen_on_conversation(DateTime.now.utc, false) if !assignee? && @conversation.unread_messages.any?
 
@@ -138,7 +140,7 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
 
   def destroy
     authorize @conversation, :destroy?
-    ::DeleteObjectJob.perform_later(@conversation, Current.user, request.ip)
+    ::Conversations::DeleteService.new(conversation: @conversation, user: Current.user, ip: request.ip).perform
     head :ok
   end
 
@@ -160,6 +162,9 @@ class Api::V1::Accounts::ConversationsController < Api::V1::Accounts::BaseContro
     # rubocop:disable Rails/SkipsModelValidations
     @conversation.update_columns(updates)
     # rubocop:enable Rails/SkipsModelValidations
+
+    ::Conversations::UnreadCounts::Notifier.new(@conversation).perform
+    ::Conversations::UnreadCounts::FilteredCountInvalidator.new(Current.account).conversation_changed!
   end
 
   def should_update_last_seen?

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

@@ -1,6 +1,7 @@
 class Api::V1::Accounts::CustomAttributeDefinitionsController < Api::V1::Accounts::BaseController
   before_action :fetch_custom_attributes_definitions, except: [:create]
   before_action :fetch_custom_attribute_definition, only: [:show, :update, :destroy]
+  before_action :check_authorization
   DEFAULT_ATTRIBUTE_MODEL = 'conversation_attribute'.freeze
 
   def index; end

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

@@ -1,4 +1,5 @@
 class Api::V1::Accounts::DashboardAppsController < Api::V1::Accounts::BaseController
+  before_action :check_authorization
   before_action :fetch_dashboard_apps, except: [:create]
   before_action :fetch_dashboard_app, only: [:show, :update, :destroy]
 

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

@@ -0,0 +1,159 @@
+require 'csv'
+
+class Api::V1::Accounts::DataImportsController < Api::V1::Accounts::BaseController
+  DATA_IMPORT_FEATURE = 'data_import'.freeze
+
+  before_action :ensure_data_import_feature_enabled
+  before_action :set_data_import, only: [:show, :start, :abandon, :error_logs, :skip_logs]
+  before_action :check_authorization
+
+  def index
+    @data_imports = policy_scope(Current.account.data_imports).includes(:initiated_by).order(created_at: :desc)
+    data_import_ids = @data_imports.map(&:id)
+    @import_errors_counts = DataImportError.non_skip_logs.where(data_import_id: data_import_ids).group(:data_import_id).count
+    @skip_logs_counts = DataImportError.skip_logs.where(data_import_id: data_import_ids).group(:data_import_id).count
+  end
+
+  def show
+    render_show
+  end
+
+  def validate_source
+    totals = validate_intercom_source
+    render json: { valid: true, totals: totals }
+  rescue DataImports::Intercom::Client::AuthenticationError
+    render_source_validation_error('We could not validate this Intercom access key. Check the key and its permissions.')
+  rescue DataImports::Intercom::Client::Error
+    render_source_validation_error('Intercom could not be reached. Please try again.')
+  rescue ArgumentError => e
+    render_source_validation_error(e.message)
+  end
+
+  def create
+    @data_import = creation_service.perform
+    unless @data_import
+      render json: { message: 'Another data import is already in progress.' }, status: :unprocessable_entity
+      return
+    end
+
+    DataImports::Intercom::ImportJob.perform_later(@data_import, @data_import.active_intercom_import_run_id)
+    render_show
+  rescue DataImports::Intercom::Client::AuthenticationError
+    render_source_validation_error('We could not validate this Intercom access key. Check the key and its permissions.')
+  rescue DataImports::Intercom::Client::Error
+    render_source_validation_error('Intercom could not be reached. Please try again.')
+  rescue ArgumentError => e
+    render_source_validation_error(e.message)
+  end
+
+  def start
+    restart_service = DataImports::Intercom::RestartService.new(account: Current.account, data_import: @data_import)
+    restart_result = restart_service.perform
+    @data_import = restart_service.data_import
+    if restart_result == :access_token_missing
+      render json: { message: 'The Intercom access key for this import is unavailable.' }, status: :unprocessable_entity
+      return
+    end
+
+    DataImports::Intercom::ImportJob.perform_later(@data_import, @data_import.active_intercom_import_run_id) if restart_result == :enqueue
+    render_show
+  end
+
+  def abandon
+    @data_import.abandon!
+    render_show
+  end
+
+  def skip_logs
+    send_data(
+      skip_logs_csv,
+      filename: "data-import-#{@data_import.id}-skip-logs.csv",
+      type: 'text/csv'
+    )
+  end
+
+  def error_logs
+    send_data(
+      error_logs_csv,
+      filename: "data-import-#{@data_import.id}-error-logs.csv",
+      type: 'text/csv'
+    )
+  end
+
+  private
+
+  def ensure_data_import_feature_enabled
+    raise Pundit::NotAuthorizedError unless Current.account.feature_enabled?(DATA_IMPORT_FEATURE)
+  end
+
+  def set_data_import
+    @data_import = Current.account.data_imports.find(params[:id])
+  end
+
+  def check_authorization
+    authorize(@data_import || DataImport)
+  end
+
+  def permitted_params
+    params.permit(:name, :source_provider, :access_token, import_types: [])
+  end
+
+  def creation_service
+    DataImports::Intercom::CreationService.new(
+      account: Current.account,
+      initiated_by: Current.user,
+      source_params: permitted_params.to_h
+    )
+  end
+
+  def import_types
+    return DataImports::Intercom::Importer::DEFAULT_IMPORT_TYPES unless permitted_params.key?(:import_types)
+
+    Array(permitted_params[:import_types]).compact_blank
+  end
+
+  def validate_intercom_source
+    raise ArgumentError, 'Unsupported import source.' unless permitted_params[:source_provider] == 'intercom'
+
+    DataImports::Intercom::CredentialsValidator.new(
+      access_token: permitted_params[:access_token],
+      import_types: import_types
+    ).perform
+  end
+
+  def render_source_validation_error(message)
+    render json: { valid: false, message: message }, status: :unprocessable_entity
+  end
+
+  def render_show
+    @import_errors_finder = DataImportErrorFinder.new(@data_import)
+    @skip_logs_finder = DataImportSkipLogFinder.new(@data_import, params)
+    render :show
+  end
+
+  def skip_logs_csv
+    logs_csv(@data_import.import_errors.skip_logs)
+  end
+
+  def error_logs_csv
+    logs_csv(@data_import.import_errors.non_skip_logs)
+  end
+
+  def logs_csv(logs)
+    CSV.generate(headers: true) do |csv|
+      csv << %w[created_at kind source_object_type source_object_id error_code message details]
+
+      logs.order(:created_at).find_each do |log|
+        csv << [
+          log.created_at.iso8601,
+          log.details['kind'],
+          log.source_object_type,
+          log.source_object_id,
+          log.error_code,
+          log.message,
+          log.details.to_json
+        ]
+      end
+    end
+  end
+end

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

@@ -1,6 +1,7 @@
 class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseController
   before_action :fetch_inbox
   before_action :validate_whatsapp_channel
+  before_action :validate_captain_enabled, only: [:analyze]
 
   def show
     service = CsatTemplateManagementService.new(@inbox)
@@ -24,6 +25,23 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
   end
 
+  def analyze
+    template_params = extract_template_params
+    return render_missing_message_error if template_params[:message].blank?
+
+    result = CsatTemplateUtilityAnalysisService.new(
+      account: Current.account,
+      inbox: @inbox,
+      message: template_params[:message],
+      button_text: template_params[:button_text],
+      language: template_params[:language]
+    ).perform
+
+    render json: result
+  rescue ActionController::ParameterMissing
+    render json: { error: 'Template parameters are required' }, status: :unprocessable_entity
+  end
+
   private
 
   def fetch_inbox
@@ -46,6 +64,12 @@ class Api::V1::Accounts::InboxCsatTemplatesController < Api::V1::Accounts::BaseC
     render json: { error: 'Message is required' }, status: :unprocessable_entity
   end
 
+  def validate_captain_enabled
+    return if Current.account.feature_enabled?('captain_integration')
+
+    render json: { error: 'Captain is required for template analysis' }, status: :forbidden
+  end
+
   def render_template_creation_result(result)
     if result[:success]
       render_successful_template_creation(result)

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

@@ -2,13 +2,15 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   include Api::V1::InboxesHelper
   before_action :fetch_inbox, except: [:index, :create]
   before_action :fetch_agent_bot, only: [:set_agent_bot]
-  before_action :validate_limit, only: [:create]
   # we are already handling the authorization in fetch inbox
-  before_action :check_authorization, except: [:show, :health]
-  before_action :validate_whatsapp_cloud_channel, only: [:health]
+  before_action :check_authorization, except: [:show]
+
+  include Api::V1::Accounts::Concerns::WhatsappHealthManagement
 
   def index
-    @inboxes = policy_scope(Current.account.inboxes.order_by_name.includes(:channel, { avatar_attachment: [:blob] }))
+    @inboxes = policy_scope(Current.account.inboxes)
+               .includes(:channel, :portal, :working_hours, { avatar_attachment: :blob })
+               .order_by_name
   end
 
   def show; end
@@ -43,11 +45,20 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def update
-    inbox_params = permitted_params.except(:channel, :csat_config)
-    inbox_params[:csat_config] = format_csat_config(permitted_params[:csat_config]) if permitted_params[:csat_config].present?
-    @inbox.update!(inbox_params)
-    update_inbox_working_hours
-    update_channel if channel_update_required?
+    continue_update = false
+
+    ActiveRecord::Base.transaction do
+      continue_update = update_branded_email_layout
+      raise ActiveRecord::Rollback unless continue_update
+
+      inbox_params = permitted_params.except(:channel, :csat_config)
+      inbox_params[:csat_config] = format_csat_config(permitted_params[:csat_config]) if permitted_params[:csat_config].present?
+      @inbox.update!(inbox_params)
+      update_inbox_working_hours
+      update_channel if channel_update_required?
+    end
+
+    return unless continue_update
   end
 
   def agent_bot
@@ -65,28 +76,17 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
     head :ok
   end
 
+  def reset_secret
+    return head :not_found unless @inbox.api?
+
+    @inbox.channel.reset_secret!
+  end
+
   def destroy
     ::DeleteObjectJob.perform_later(@inbox, Current.user, request.ip) if @inbox.present?
     render status: :ok, json: { message: I18n.t('messages.inbox_deletetion_response') }
   end
 
-  def sync_templates
-    return render status: :unprocessable_entity, json: { error: 'Template sync is only available for WhatsApp channels' } unless whatsapp_channel?
-
-    trigger_template_sync
-    render status: :ok, json: { message: 'Template sync initiated successfully' }
-  rescue StandardError => e
-    render status: :internal_server_error, json: { error: e.message }
-  end
-
-  def health
-    health_data = Whatsapp::HealthService.new(@inbox.channel).fetch_health_status
-    render json: health_data
-  rescue StandardError => e
-    Rails.logger.error "[INBOX HEALTH] Error fetching health data: #{e.message}"
-    render json: { error: e.message }, status: :unprocessable_entity
-  end
-
   private
 
   def fetch_inbox
@@ -95,13 +95,7 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def fetch_agent_bot
-    @agent_bot = AgentBot.find(params[:agent_bot]) if params[:agent_bot]
-  end
-
-  def validate_whatsapp_cloud_channel
-    return if @inbox.channel.is_a?(Channel::Whatsapp) && @inbox.channel.provider == 'whatsapp_cloud'
-
-    render json: { error: 'Health data only available for WhatsApp Cloud API channels' }, status: :bad_request
+    @agent_bot = AgentBot.accessible_to(Current.account).find(params[:agent_bot]) if params[:agent_bot]
   end
 
   def create_channel
@@ -139,8 +133,8 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   end
 
   def reauthorize_and_update_channel(channel_attributes)
-    @inbox.channel.reauthorized! if @inbox.channel.respond_to?(:reauthorized!)
     @inbox.channel.update!(permitted_params(channel_attributes)[:channel])
+    @inbox.channel.reauthorized! if @inbox.channel.respond_to?(:reauthorized!)
   end
 
   def update_channel_feature_flags
@@ -170,6 +164,34 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
     formatted['template'] = config['template'] if config['template'].present?
   end
 
+  def update_branded_email_layout
+    return true unless params.key?(:branded_email_layout)
+
+    branded_email_layout = normalized_branded_email_layout
+
+    unless Current.account.feature_enabled?(:branded_email_templates)
+      return true if branded_email_layout.blank?
+
+      render_could_not_create_error('Branded email templates feature is not enabled')
+      return false
+    end
+
+    unless @inbox.email?
+      return true if branded_email_layout.blank?
+
+      render_could_not_create_error('Branded email layout is only supported for email inboxes')
+      return false
+    end
+
+    @inbox.update_branded_email_layout!(branded_email_layout)
+    true
+  rescue ActiveRecord::RecordInvalid => e
+    render_could_not_create_error(e.record.errors.full_messages.join(', '))
+    false
+  end
+
+  def normalized_branded_email_layout = params[:branded_email_layout] == 'null' ? nil : params[:branded_email_layout]
+
   def inbox_attributes
     [:name, :avatar, :greeting_enabled, :greeting_message, :enable_email_collect, :csat_survey_enabled,
      :enable_auto_assignment, :working_hours_enabled, :out_of_office_message, :timezone, :allow_messages_after_resolved,
@@ -200,18 +222,6 @@ class Api::V1::Accounts::InboxesController < Api::V1::Accounts::BaseController
   def get_channel_attributes(channel_type)
     channel_type.constantize.const_defined?(:EDITABLE_ATTRS) ? channel_type.constantize::EDITABLE_ATTRS.presence : []
   end
-
-  def whatsapp_channel?
-    @inbox.whatsapp? || (@inbox.twilio? && @inbox.channel.whatsapp?)
-  end
-
-  def trigger_template_sync
-    if @inbox.whatsapp?
-      Channels::Whatsapp::TemplatesSyncJob.perform_later(@inbox.channel)
-    elsif @inbox.twilio? && @inbox.channel.whatsapp?
-      Channels::Twilio::TemplatesSyncJob.perform_later(@inbox.channel)
-    end
-  end
 end
 
 Api::V1::Accounts::InboxesController.prepend_mod_with('Api::V1::Accounts::InboxesController')

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

@@ -11,7 +11,7 @@ class Api::V1::Accounts::Instagram::AuthorizationsController < Api::V1::Accounts
         enable_fb_login: '0',
         force_authentication: '1',
         response_type: 'code',
-        state: generate_instagram_token(Current.account.id)
+        state: generate_instagram_token(Current.account.id, params[:return_to])
       }
     )
     if redirect_url

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

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

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

@@ -15,7 +15,7 @@ class Api::V1::Accounts::Integrations::DyteController < Api::V1::Accounts::BaseC
     end
 
     render_response(
-      dyte_processor_service.add_participant_to_meeting(@message.content_attributes['data']['meeting_id'], Current.user)
+      dyte_processor_service.add_participant_to_meeting(@message.content_attributes['data']['meeting_id'], Current.user, @message)
     )
   end
 

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

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

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

@@ -1,6 +1,7 @@
-class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::BaseController
+class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::Integrations::BaseController
   before_action :fetch_conversation, only: [:create_issue, :link_issue, :unlink_issue, :linked_issues]
   before_action :fetch_hook, only: [:destroy]
+  before_action :check_authorization, only: [:destroy]
 
   def destroy
     revoke_linear_token
@@ -126,7 +127,7 @@ class Api::V1::Accounts::Integrations::LinearController < Api::V1::Accounts::Bas
     return unless @hook&.access_token
 
     begin
-      linear_client = Linear.new(@hook.access_token)
+      linear_client = Linear.new(@hook.access_token, refresh_token: @hook.settings&.[]('refresh_token'))
       linear_client.revoke_token
     rescue StandardError => e
       Rails.logger.error "Failed to revoke Linear token: #{e.message}"

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

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

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

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

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

@@ -1,5 +1,4 @@
 class Api::V1::Accounts::LabelsController < Api::V1::Accounts::BaseController
-  before_action :current_account
   before_action :fetch_label, except: [:index, :create]
   before_action :check_authorization
 
@@ -18,7 +17,16 @@ class Api::V1::Accounts::LabelsController < Api::V1::Accounts::BaseController
   end
 
   def destroy
+    label_title = @label.title
+    account_id = Current.account.id
+    label_deleted_at = Time.current
+
     @label.destroy!
+    Labels::RemoveAssociationsJob.perform_later(
+      label_title: label_title,
+      account_id: account_id,
+      label_deleted_at: label_deleted_at
+    )
     head :ok
   end
 

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

@@ -7,7 +7,9 @@ class Api::V1::Accounts::Microsoft::AuthorizationsController < Api::V1::Accounts
         redirect_uri: "#{base_url}/microsoft/callback",
         scope: scope,
         state: state,
-        prompt: 'consent'
+        # Force the Microsoft account picker so an already-signed-in account does not
+        # silently authorize and re-bind to an existing inbox in the new-inbox flow.
+        prompt: 'select_account'
       }
     )
     if redirect_url

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

@@ -41,9 +41,9 @@ class Api::V1::Accounts::NotificationsController < Api::V1::Accounts::BaseContro
 
   def destroy_all
     if params[:type] == 'read'
-      ::Notification::DeleteNotificationJob.perform_later(Current.user, type: :read)
+      ::Notification::DeleteNotificationJob.perform_later(Current.user, Current.account, type: :read)
     else
-      ::Notification::DeleteNotificationJob.perform_later(Current.user, type: :all)
+      ::Notification::DeleteNotificationJob.perform_later(Current.user, Current.account, type: :all)
     end
     head :ok
   end
@@ -69,7 +69,7 @@ class Api::V1::Accounts::NotificationsController < Api::V1::Accounts::BaseContro
   end
 
   def fetch_notification
-    @notification = current_user.notifications.find(params[:id])
+    @notification = current_user.notifications.where(account_id: Current.account.id).find(params[:id])
   end
 
   def set_current_page

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

@@ -8,7 +8,15 @@ class Api::V1::Accounts::OauthAuthorizationController < Api::V1::Accounts::BaseC
   end
 
   def state
-    Current.account.to_sgid(expires_in: 15.minutes).to_s
+    # The sgid purpose doubles as a return hint: onboarding tags it so the callback
+    # can route the user back to inbox setup. The purpose is part of the signed
+    # payload (tamper-proof), and a non-onboarding request keeps the default
+    # purpose, leaving callers like Notion byte-identical.
+    Current.account.to_sgid(expires_in: 15.minutes, for: state_purpose).to_s
+  end
+
+  def state_purpose
+    params[:return_to] == 'onboarding' ? 'onboarding' : 'default'
   end
 
   def base_url

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

@@ -0,0 +1,89 @@
+class Api::V1::Accounts::OnboardingsController < Api::V1::Accounts::BaseController
+  before_action :check_admin_authorization?
+
+  ONBOARDING_STEP_KEY = 'onboarding_step'.freeze
+  STEP_ACCOUNT_DETAILS = 'account_details'.freeze
+  STEP_INBOX_SETUP = 'inbox_setup'.freeze
+  ONBOARDING_STEPS = [STEP_ACCOUNT_DETAILS, STEP_INBOX_SETUP].freeze
+
+  def update
+    return render json: { error: 'Invalid onboarding step' }, status: :unprocessable_entity unless ONBOARDING_STEPS.include?(params[:onboarding_step])
+
+    @account = Current.account
+    # The client declares the step it is completing; `account_details` runs
+    # `complete_account_details`, and so on. The known-step guard above keeps the
+    # client value from `send`-ing an arbitrary method.
+    send("complete_#{params[:onboarding_step]}")
+
+    render 'api/v1/accounts/update', format: :json
+  end
+
+  def help_center_generation
+    render json: help_center_generation_status
+  end
+
+  private
+
+  def complete_account_details
+    # Only act while the cursor still points here, so a stale replay after
+    # onboarding finished can't re-enter it.
+    return unless current_step == STEP_ACCOUNT_DETAILS
+
+    @account.assign_attributes(account_params)
+    @account.custom_attributes.merge!(custom_attributes_params)
+
+    # inbox_setup is a cloud-only step (DEPLOYMENT_ENV config, not a hardcoded
+    # environment check); self-hosted finishes onboarding here.
+    if ChatwootApp.chatwoot_cloud?
+      move_to_step(STEP_INBOX_SETUP)
+      create_onboarding_inboxes
+    else
+      finish_onboarding
+    end
+  end
+
+  def complete_inbox_setup
+    # Only finalize while the cursor still points here, so a stale or out-of-order
+    # request can't end onboarding early. Replays are no-ops.
+    return unless current_step == STEP_INBOX_SETUP
+
+    finish_onboarding
+  end
+
+  def current_step
+    @account.custom_attributes[ONBOARDING_STEP_KEY]
+  end
+
+  def move_to_step(step)
+    @account.custom_attributes[ONBOARDING_STEP_KEY] = step
+    @account.save!
+  end
+
+  def finish_onboarding
+    @account.custom_attributes.delete(ONBOARDING_STEP_KEY)
+    @account.save!
+  end
+
+  def create_onboarding_inboxes
+    Onboarding::WebWidgetCreationService.new(@account, Current.user).perform
+  end
+
+  def account_params
+    params.permit(:name, :locale)
+  end
+
+  def custom_attributes_params
+    params.permit(:industry, :company_size, :timezone, :referral_source, :user_role, :website)
+  end
+
+  def help_center_generation_status
+    {
+      generation_id: nil,
+      state: nil,
+      articles_count: 0,
+      categories_count: 0
+    }
+  end
+end
+
+Api::V1::Accounts::OnboardingsController.prepend_mod_with('Api::V1::Accounts::OnboardingsController')

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

@@ -18,7 +18,7 @@ class Api::V1::Accounts::PortalsController < Api::V1::Accounts::BaseController
     @portal = Current.account.portals.build(portal_params.merge(live_chat_widget_params))
     @portal.custom_domain = parsed_custom_domain
     @portal.save!
-    process_attached_logo
+    process_attached_logo if params[:blob_id].present?
   end
 
   def update
@@ -61,9 +61,8 @@ class Api::V1::Accounts::PortalsController < Api::V1::Accounts::BaseController
   end
 
   def process_attached_logo
-    blob_id = params[:blob_id]
-    blob = ActiveStorage::Blob.find_signed(blob_id)
-    @portal.logo.attach(blob)
+    blob = ActiveStorage::Blob.find_signed(params[:blob_id].to_s)
+    @portal.logo.attach(blob) if blob
   end
 
   private
@@ -79,16 +78,28 @@ class Api::V1::Accounts::PortalsController < Api::V1::Accounts::BaseController
   def portal_params
     params.require(:portal).permit(
       :id, :color, :custom_domain, :header_text, :homepage_link,
-      :name, :page_title, :slug, :archived, { config: [:default_locale, { allowed_locales: [] }] }
+      :name, :page_title, :slug, :archived,
+      { config: [:default_locale, :layout, { allowed_locales: [] }, { draft_locales: [] },
+                 { social_profiles: %i[facebook x instagram linkedin youtube tiktok github whatsapp] },
+                 { locale_translations: locale_translation_keys.index_with { %i[name page_title header_text] } },
+                 { popular_content: popular_content_keys.index_with { { category_ids: [], article_ids: [] } } }] }
     )
   end
 
+  def locale_translation_keys
+    params.dig(:portal, :config, :locale_translations)&.keys || []
+  end
+
+  def popular_content_keys
+    params.dig(:portal, :config, :popular_content)&.keys || []
+  end
+
   def live_chat_widget_params
     permitted_params = params.permit(:inbox_id)
     return {} unless permitted_params.key?(:inbox_id)
     return { channel_web_widget_id: nil } if permitted_params[:inbox_id].blank?
 
-    inbox = Inbox.find(permitted_params[:inbox_id])
+    inbox = Current.account.inboxes.find(permitted_params[:inbox_id])
     return {} unless inbox.web_widget?
 
     { channel_web_widget_id: inbox.channel.id }
@@ -99,6 +110,8 @@ class Api::V1::Accounts::PortalsController < Api::V1::Accounts::BaseController
   end
 
   def parsed_custom_domain
+    return @portal.custom_domain if @portal.custom_domain.blank?
+
     domain = URI.parse(@portal.custom_domain)
     domain.is_a?(URI::HTTP) ? domain.host : @portal.custom_domain
   end

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

@@ -29,6 +29,6 @@ class Api::V1::Accounts::TeamsController < Api::V1::Accounts::BaseController
   end
 
   def team_params
-    params.require(:team).permit(:name, :description, :allow_auto_assign)
+    params.require(:team).permit(:name, :description, :allow_auto_assign, :icon, :icon_color)
   end
 end

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

@@ -3,7 +3,7 @@ class Api::V1::Accounts::Tiktok::AuthorizationsController < Api::V1::Accounts::O
 
   def create
     redirect_url = Tiktok::AuthClient.authorize_url(
-      state: generate_tiktok_token(Current.account.id)
+      state: generate_tiktok_token(Current.account.id, params[:return_to])
     )
 
     if redirect_url

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

@@ -5,7 +5,7 @@ class Api::V1::Accounts::UploadController < Api::V1::Accounts::BaseController
              elsif params[:external_url].present?
                create_from_url
              else
-               render_error('No file or URL provided', :unprocessable_entity)
+               render_error(I18n.t('errors.upload.missing_input'), :unprocessable_entity)
              end
 
     render_success(result) if result.is_a?(ActiveStorage::Blob)
@@ -19,35 +19,21 @@ class Api::V1::Accounts::UploadController < Api::V1::Accounts::BaseController
   end
 
   def create_from_url
-    uri = parse_uri(params[:external_url])
-    return if performed?
-
-    fetch_and_process_file_from_uri(uri)
-  end
-
-  def parse_uri(url)
-    uri = URI.parse(url)
-    validate_uri(uri)
-    uri
-  rescue URI::InvalidURIError, SocketError
-    render_error('Invalid URL provided', :unprocessable_entity)
-    nil
-  end
-
-  def validate_uri(uri)
-    raise URI::InvalidURIError unless uri.is_a?(URI::HTTP) || uri.is_a?(URI::HTTPS)
-  end
-
-  def fetch_and_process_file_from_uri(uri)
-    uri.open do |file|
-      create_and_save_blob(file, File.basename(uri.path), file.content_type)
+    SafeFetch.fetch(params[:external_url].to_s) do |result|
+      create_and_save_blob(result.tempfile, result.filename, result.content_type)
     end
-  rescue OpenURI::HTTPError => e
-    render_error("Failed to fetch file from URL: #{e.message}", :unprocessable_entity)
-  rescue SocketError
-    render_error('Invalid URL provided', :unprocessable_entity)
+  rescue SafeFetch::HttpError => e
+    render_error(I18n.t('errors.upload.fetch_failed_with_message', message: e.message), :unprocessable_entity)
+  rescue SafeFetch::FetchError
+    render_error(I18n.t('errors.upload.fetch_failed'), :unprocessable_entity)
+  rescue SafeFetch::FileTooLargeError
+    render_error(I18n.t('errors.upload.file_too_large'), :unprocessable_entity)
+  rescue SafeFetch::UnsupportedContentTypeError
+    render_error(I18n.t('errors.upload.unsupported_content_type'), :unprocessable_entity)
+  rescue SafeFetch::Error
+    render_error(I18n.t('errors.upload.invalid_url'), :unprocessable_entity)
   rescue StandardError
-    render_error('An unexpected error occurred', :internal_server_error)
+    render_error(I18n.t('errors.upload.unexpected'), :internal_server_error)
   end
 
   def create_and_save_blob(io, filename, content_type)

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

@@ -1,4 +1,7 @@
 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? }
 
   # POST /api/v1/accounts/:account_id/whatsapp/authorization
@@ -8,12 +11,21 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
     validate_embedded_signup_params!
     channel = process_embedded_signup
     render_success_response(channel.inbox)
-  rescue StandardError => e
+  rescue CustomExceptions::Inbox::LimitExceeded => e
     render_error_response(e)
+  rescue StandardError => e
+    render_embedded_signup_error(e)
   end
 
   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,
@@ -29,7 +41,7 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
   end
 
   def validate_reauthorization_required
-    return if @inbox.channel.reauthorization_required? || can_upgrade_to_embedded_signup?
+    return if @inbox.channel.reauthorization_required? || can_reconfigure_channel?
 
     render json: {
       success: false,
@@ -37,9 +49,11 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
     }, status: :unprocessable_entity
   end
 
-  def can_upgrade_to_embedded_signup?
+  def can_reconfigure_channel?
     channel = @inbox.channel
     return false unless channel.provider == 'whatsapp_cloud'
+    return true if ChatwootApp.chatwoot_cloud?
+    return Current.account.feature_enabled?('whatsapp_reconfigure') if channel.provider_config['source'] == 'embedded_signup'
 
     true
   end
@@ -55,7 +69,7 @@ class Api::V1::Accounts::Whatsapp::AuthorizationsController < Api::V1::Accounts:
     render json: response
   end
 
-  def render_error_response(error)
+  def render_embedded_signup_error(error)
     Rails.logger.error "[WHATSAPP AUTHORIZATION] Embedded signup error: #{error.message}"
     Rails.logger.error error.backtrace.join("\n")
     render json: {

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

@@ -1,18 +0,0 @@
-class Api::V1::Accounts::WorkingHoursController < Api::V1::Accounts::BaseController
-  before_action :check_authorization
-  before_action :fetch_webhook, only: [:update]
-
-  def update
-    @working_hour.update!(working_hour_params)
-  end
-
-  private
-
-  def working_hour_params
-    params.require(:working_hour).permit(:inbox_id, :open_hour, :open_minutes, :close_hour, :close_minutes, :closed_all_day)
-  end
-
-  def fetch_working_hour
-    @working_hour = Current.account.working_hours.find(params[:id])
-  end
-end

app/controllers/api/v1/accounts_controller.rb

@@ -8,6 +8,7 @@ class Api::V1::AccountsController < Api::BaseController
   before_action :ensure_account_name, only: [:create]
   before_action :validate_captcha, only: [:create]
   before_action :fetch_account, except: [:create]
+  before_action :validate_token_api_access, if: :authenticate_by_access_token?, except: [:create]
   before_action :check_authorization, except: [:create]
 
   rescue_from CustomExceptions::Account::InvalidEmail,
@@ -30,9 +31,20 @@ class Api::V1::AccountsController < Api::BaseController
       locale: account_params[:locale],
       user: current_user
     ).perform
+    enqueue_branding_enrichment
     if @user
-      send_auth_headers(@user)
-      render 'api/v1/accounts/create', format: :json, locals: { resource: @user }
+      # Authenticated users (dashboard "add account") and api_only signups
+      # need the full response with account_id. API-only deployments have no
+      # frontend to handle the email confirmation flow, so they need auth
+      # tokens to proceed.
+      # Unauthenticated web signup returns only the email — no session is
+      # created until the user confirms via the email link.
+      if current_user || api_only_signup?
+        send_auth_headers(@user)
+        render 'api/v1/accounts/create', format: :json, locals: { resource: @user }
+      else
+        render json: { email: @user.email }
+      end
     else
       render_error_response(CustomExceptions::Account::SignupFailed.new({}))
     end
@@ -59,6 +71,17 @@ class Api::V1::AccountsController < Api::BaseController
 
   private
 
+  def enqueue_branding_enrichment
+    email = account_params[:email].presence || @user&.email
+    return if email.blank?
+
+    Account::BrandingEnrichmentJob.perform_later(@account.id, email)
+    Redis::Alfred.set(format(Redis::Alfred::ACCOUNT_ONBOARDING_ENRICHMENT, account_id: @account.id), '1', ex: 30)
+  rescue StandardError => e
+    # Enrichment is optional — never let queue/Redis failures abort signup
+    ChatwootExceptionTracker.new(e).capture_exception
+  end
+
   def ensure_account_name
     # ensure that account_name and user_full_name is present
     # this is becuase the account builder and the models validations are not triggered
@@ -83,12 +106,18 @@ class Api::V1::AccountsController < Api::BaseController
     @current_account_user = @account.account_users.find_by(user_id: current_user.id)
   end
 
+  def validate_token_api_access
+    return if @account.api_and_webhooks_enabled?
+
+    render json: { error: 'API access is not enabled for this account' }, status: :forbidden
+  end
+
   def account_params
     params.permit(:account_name, :email, :name, :password, :locale, :domain, :support_email, :user_full_name)
   end
 
   def custom_attributes_params
-    params.permit(:industry, :company_size, :timezone)
+    params.permit(:industry, :company_size, :timezone, :referral_source, :user_role, :website)
   end
 
   def settings_params
@@ -100,7 +129,16 @@ class Api::V1::AccountsController < Api::BaseController
   end
 
   def check_signup_enabled
-    raise ActionController::RoutingError, 'Not Found' if GlobalConfigService.load('ENABLE_ACCOUNT_SIGNUP', 'false') == 'false'
+    raise ActionController::RoutingError, 'Not Found' unless GlobalConfigService.account_signup_enabled?
+  end
+
+  def api_only_signup?
+    # CW_API_ONLY_SERVER is the canonical flag for API-only deployments.
+    # ENABLE_ACCOUNT_SIGNUP='api_only' is a legacy sentinel for the same purpose.
+    # Read ENABLE_ACCOUNT_SIGNUP raw from InstallationConfig because GlobalConfig.get
+    # typecasts it to boolean, coercing 'api_only' to true.
+    ActiveModel::Type::Boolean.new.cast(ENV.fetch('CW_API_ONLY_SERVER', false)) ||
+      InstallationConfig.find_by(name: 'ENABLE_ACCOUNT_SIGNUP')&.value.to_s == 'api_only'
   end
 
   def validate_captcha

app/controllers/api/v1/notification_subscriptions_controller.rb

@@ -8,7 +8,8 @@ class Api::V1::NotificationSubscriptionsController < Api::BaseController
   end
 
   def destroy
-    notification_subscription = NotificationSubscription.where(["subscription_attributes->>'push_token' = ?", params[:push_token]]).first
+    notification_subscription = current_user.notification_subscriptions
+                                            .where(["subscription_attributes->>'push_token' = ?", params[:push_token]]).first
     notification_subscription.destroy! if notification_subscription.present?
     head :ok
   end

app/controllers/api/v1/profile/mfa_controller.rb

@@ -2,8 +2,8 @@ class Api::V1::Profile::MfaController < Api::BaseController
   before_action :check_mfa_feature_available
   before_action :check_mfa_enabled, only: [:destroy, :backup_codes]
   before_action :check_mfa_disabled, only: [:create, :verify]
-  before_action :validate_otp, only: [:verify, :backup_codes, :destroy]
   before_action :validate_password, only: [:destroy]
+  before_action :validate_otp, only: [:verify, :backup_codes, :destroy]
 
   def show; end
 
@@ -48,7 +48,8 @@ class Api::V1::Profile::MfaController < Api::BaseController
   def validate_otp
     authenticated = Mfa::AuthenticationService.new(
       user: current_user,
-      otp_code: mfa_params[:otp_code]
+      otp_code: mfa_params[:otp_code],
+      backup_code: mfa_params[:backup_code]
     ).authenticate
 
     return if authenticated
@@ -63,6 +64,6 @@ class Api::V1::Profile::MfaController < Api::BaseController
   end
 
   def mfa_params
-    params.permit(:otp_code, :password)
+    params.permit(:otp_code, :backup_code, :password)
   end
 end

app/controllers/api/v1/profile/sessions_controller.rb

@@ -0,0 +1,36 @@
+class Api::V1::Profile::SessionsController < Api::BaseController
+  before_action :set_session, only: [:destroy]
+
+  def index
+    @sessions = current_user.user_sessions.where(client_id: active_token_client_ids).order(last_activity_at: :desc)
+    @current_client_id = request.headers['client']
+  end
+
+  def destroy
+    if @session.current?(request.headers['client'])
+      render json: { error: I18n.t('profile_settings.sessions.cannot_revoke_current') }, status: :unprocessable_entity
+      return
+    end
+
+    revoke_token!(@session.client_id)
+    @session.destroy!
+    head :ok
+  end
+
+  private
+
+  def set_session
+    @session = current_user.user_sessions.find(params[:id])
+  end
+
+  def revoke_token!(client_id)
+    tokens = current_user.tokens
+    tokens.delete(client_id)
+    current_user.update!(tokens: tokens)
+  end
+
+  def active_token_client_ids
+    now = Time.current.to_i
+    (current_user.tokens || {}).select { |_, v| v['expiry'].to_i > now }.keys
+  end
+end

app/controllers/api/v1/widget/base_controller.rb

@@ -59,6 +59,10 @@ class Api::V1::Widget::BaseController < ApplicationController
     permitted_params.dig(:contact, :phone_number)
   end
 
+  def contact_custom_attributes
+    permitted_params.dig(:contact, :custom_attributes)&.to_h
+  end
+
   def browser_params
     {
       browser_name: browser.name,

app/controllers/api/v1/widget/contacts_controller.rb

@@ -2,6 +2,7 @@ class Api::V1::Widget::ContactsController < Api::V1::Widget::BaseController
   include WidgetHelper
 
   before_action :validate_hmac, only: [:set_user]
+  before_action :validate_hmac_for_identified_update, only: [:update]
 
   def show; end
 
@@ -19,7 +20,7 @@ class Api::V1::Widget::ContactsController < Api::V1::Widget::BaseController
       contact = @contact
     end
 
-    @contact_inbox.update(hmac_verified: true) if should_verify_hmac? && valid_hmac?
+    @contact_inbox.update(hmac_verified: true) if should_verify_hmac?
 
     identify_contact(contact)
   end
@@ -46,6 +47,16 @@ class Api::V1::Widget::ContactsController < Api::V1::Widget::BaseController
     @contact.identifier.present? && @contact.identifier != permitted_params[:identifier]
   end
 
+  # The plain update endpoint is also used for anonymous prechat updates
+  # (name/email/phone/custom_attributes with no identifier), which must keep
+  # working on hmac_mandatory inboxes. Only the identity-binding path, where an
+  # identifier is supplied and the contact can be rebound, requires HMAC.
+  def validate_hmac_for_identified_update
+    return if params[:identifier].blank?
+
+    validate_hmac
+  end
+
   def validate_hmac
     return unless should_verify_hmac?
 
@@ -62,11 +73,15 @@ class Api::V1::Widget::ContactsController < Api::V1::Widget::BaseController
   end
 
   def valid_hmac?
-    params[:identifier_hash] == OpenSSL::HMAC.hexdigest(
+    expected_hash = OpenSSL::HMAC.hexdigest(
       'sha256',
       @web_widget.hmac_token,
       params[:identifier].to_s
     )
+    identifier_hash = params[:identifier_hash].to_s
+    return false unless identifier_hash.bytesize == expected_hash.bytesize
+
+    ActiveSupport::SecurityUtils.secure_compare(identifier_hash, expected_hash)
   end
 
   def permitted_params

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

@@ -19,7 +19,7 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
   def process_update_contact
     @contact = ContactIdentifyAction.new(
       contact: @contact,
-      params: { email: contact_email, phone_number: contact_phone_number, name: contact_name },
+      params: { email: contact_email, phone_number: contact_phone_number, name: contact_name, custom_attributes: contact_custom_attributes },
       retain_original_contact_name: true,
       discard_invalid_attrs: true
     ).perform
@@ -95,7 +95,7 @@ class Api::V1::Widget::ConversationsController < Api::V1::Widget::BaseController
   end
 
   def permitted_params
-    params.permit(:id, :typing_status, :website_token, :email, contact: [:name, :email, :phone_number],
+    params.permit(:id, :typing_status, :website_token, :email, contact: [:name, :email, :phone_number, { custom_attributes: {} }],
                                                                message: [:content, :referer_url, :timestamp, :echo_id],
                                                                custom_attributes: {})
   end

app/controllers/api/v1/widget/integrations/dyte_controller.rb

@@ -10,7 +10,8 @@ class Api::V1::Widget::Integrations::DyteController < Api::V1::Widget::BaseContr
 
     response = dyte_processor_service.add_participant_to_meeting(
       @message.content_attributes['data']['meeting_id'],
-      @conversation.contact
+      @conversation.contact,
+      @message
     )
     render_response(response)
   end

app/controllers/api/v1/widget/messages_controller.rb

@@ -43,7 +43,15 @@ class Api::V1::Widget::MessagesController < Api::V1::Widget::BaseController
   end
 
   def set_conversation
-    @conversation = create_conversation if conversation.nil?
+    return unless conversation.nil?
+
+    @conversation = create_conversation
+    apply_labels if permitted_params[:labels].present?
+  end
+
+  def apply_labels
+    valid_labels = inbox.account.labels.where(title: permitted_params[:labels]).pluck(:title)
+    @conversation.update_labels(valid_labels) if valid_labels.present?
   end
 
   def message_finder_params
@@ -64,10 +72,21 @@ class Api::V1::Widget::MessagesController < Api::V1::Widget::BaseController
 
   def permitted_params
     # timestamp parameter is used in create conversation method
-    params.permit(:id, :before, :after, :website_token, contact: [:name, :email], message: [:content, :referer_url, :timestamp, :echo_id, :reply_to])
+    # custom_attributes and labels are applied when a new conversation is created alongside the first message
+    params.permit(
+      :id, :before, :after, :website_token,
+      contact: [:name, :email],
+      message: [:content, :referer_url, :timestamp, :echo_id, :reply_to],
+      custom_attributes: {},
+      labels: []
+    )
   end
 
   def set_message
-    @message = @web_widget.inbox.messages.find(permitted_params[:id])
+    # `conversation.messages.find` would be simpler, but `conversation` is `conversations.last`,
+    # which means a visitor with more than one open thread could not edit a message in any
+    # but their most recent one. Scoping across all of the visitor's conversations keeps the
+    # happy path correct for that future multi-conversation widget flow.
+    @message = Message.where(conversation_id: conversations.select(:id)).find(permitted_params[:id])
   end
 end

app/controllers/api/v2/accounts/reports_controller.rb

@@ -51,6 +51,13 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
     generate_csv('conversation_traffic_reports', 'api/v2/accounts/reports/conversation_traffic')
   end
 
+  def drilldown
+    return head :unauthorized unless Current.account_user.administrator?
+    return head :unprocessable_entity unless valid_drilldown_params?
+
+    render json: V2::Reports::DrilldownBuilder.new(Current.account, drilldown_params).build
+  end
+
   def conversations
     return head :unprocessable_entity if params[:type].blank?
 
@@ -133,6 +140,22 @@ class Api::V2::Accounts::ReportsController < Api::V1::Accounts::BaseController
                         })
   end
 
+  def drilldown_params
+    permitted_params = params.permit(
+      :metric, :id, :since, :until, :group_by, :timezone_offset, :bucket_timestamp, :page, :per_page
+    ).to_h.symbolize_keys
+    permitted_params.merge(
+      type: (params[:type].presence || 'account').to_sym,
+      business_hours: ActiveModel::Type::Boolean.new.cast(params[:business_hours])
+    )
+  end
+
+  def valid_drilldown_params?
+    %i[metric bucket_timestamp since until].all? { |param| params[param].present? } &&
+      Reports::ReportMetricRegistry.supported?(params[:metric]) &&
+      V2::Reports::DrilldownBuilder.supported_dimension_type?(params[:type]) && Reports::DrilldownTimestampValidator.valid?(params)
+  end
+
   def conversation_params
     {
       type: params[:type].to_sym,

app/controllers/api/v2/accounts/summary_reports_controller.rb

@@ -3,15 +3,15 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
   before_action :prepare_builder_params, only: [:agent, :team, :inbox, :label, :channel]
 
   def agent
-    render_report_with(V2::Reports::AgentSummaryBuilder)
+    render_report_with(V2::Reports::AgentSummaryBuilder, type: :agent)
   end
 
   def team
-    render_report_with(V2::Reports::TeamSummaryBuilder)
+    render_report_with(V2::Reports::TeamSummaryBuilder, type: :team)
   end
 
   def inbox
-    render_report_with(V2::Reports::InboxSummaryBuilder)
+    render_report_with(V2::Reports::InboxSummaryBuilder, type: :inbox)
   end
 
   def label
@@ -38,8 +38,9 @@ class Api::V2::Accounts::SummaryReportsController < Api::V1::Accounts::BaseContr
     }
   end
 
-  def render_report_with(builder_class)
-    builder = builder_class.new(account: Current.account, params: @builder_params)
+  def render_report_with(builder_class, type: nil)
+    builder_params = type.present? ? @builder_params.merge(type: type) : @builder_params
+    builder = builder_class.new(account: Current.account, params: builder_params)
     render json: builder.build
   end
 

app/controllers/api/v2/accounts_controller.rb

@@ -58,7 +58,7 @@ class Api::V2::AccountsController < Api::BaseController
   end
 
   def check_signup_enabled
-    raise ActionController::RoutingError, 'Not Found' if GlobalConfigService.load('ENABLE_ACCOUNT_SIGNUP', 'false') == 'false'
+    raise ActionController::RoutingError, 'Not Found' unless GlobalConfigService.account_signup_enabled?
   end
 
   def validate_captcha

app/controllers/application_controller.rb

@@ -3,6 +3,7 @@ class ApplicationController < ActionController::Base
   include RequestExceptionHandler
   include Pundit::Authorization
   include SwitchLocale
+  include TrackSessionActivity
 
   skip_before_action :verify_authenticity_token